A

Business research
project
On
MOBILE HANDSETS
Submitted to: SubmitteD
by:
a.K Gupta MOHD.arish
(Lecturer)
Accman Institute
of ManagemenT

Acknowledgement
We take the opportunity to express our gratitude
to all the respondents, who has helped us to
achieve such results and finish the project on
time. This research project could not have been
possible without their dedication, patience,
assistance and cooperation.
We thank our seniors Nabin Shaw & Tirthankar
Basu for helping us when we needed some
guidance for the project. We particularly gratify
Prof. A.K Gupta for his guidance throughout the
project. We thank our mentor Mr.Debashish Dey
for providing us with all the necessary statistics.
We also thank our parents who have selflessly
financed our project work.
As we all know this project is very important for
us for the partial fulfilment of PGDM. As this
project will provide us with knowledge far greater
than what we have in the books. So the
importance of this project is far greater than only
educational qualification. Above all, we thank
GOD, Almighty for the immense wishes and
blessings that gave us motivation and confidence
to complete this project on time.
 VERIFIED RESPONDENTS

S. No. Name Sex Age

1) ADITYA SHARMA M 19
2) AKHILENDRA MISHRA M 25
3) ANURAG KUMAR M 22
4) ARVIND CHATTERJEE M 28
5) ARUPA KUMARI F 19
6) AVANI SHARMA F 20
7) AYESHA TAKIA F 21
8) BANI WALIA F 24
9) BANDANA SHARMA F 22
10) BHIM SINGH M 25

11) BUDDHADEV BHATTACHARYA M 18

12) CHANDAN ARORA M 28

13) CHAITALY ROY F 16

14) CHHAVI JAIN F 26

15) CHANDRAKANTA KUMARI F 32

16) DAMINI PADAM F 35

17) DAYA JETHALAL M 23

18) DEEPIKA PADUKONE F 22

19) DEEPSHIKA GARG F 37

20) DIPAAK JAIN M 24

21) DIVYA BHARTI F 22

22) DRISHTI SHARMA F 28

23) ELA ARUN F 31

24) GANGA VIRANI F 23

25) GAURI PRADHAN F 31

26) GAYATRI DEVI F 44

27) GEETA BASERA F 22

28) GITIKA SHARMA F 21

29) GUNJAN JAIN F 22

30) GULAB KHAN M 54

31) GURCHARAN SINGH M 46

32) HAMSA KHANAM F 56

33) HARSHITA JOSHI F 76

34) HIMANI SHIVPURI F 56

35) HEMARAJ BALSAVAR M 36

36) HIRESH NAIDU M 34

37) IBAHANAN ABRAHAM M 26

38) ILESH RODRICKS M 24

39) INDRAJIT ROY M 34

40) INDRANEEL MUKHERJEE M 31

41) INDU JAIN F 46

42) JAGAT SINGH M 43

43) JEET KUMAR M 32

44) JITENDRA KUMAR M 44

45) KALIDAS VASTAN M 56

46) KAMADEV MANOHAR M 66

47) KARTHIK AKHTAR M 32

48) KAVI BAGLA F 21

49) KASTURI MOURYA F 25

50) KAVITA KESARVANI F 29

51) KESAR SHARMA F 16

52) KISHORI LAL M 45

53) KOMAL MEHRA F 17

54) KUNJAL MEHTA F 33

55) KUSUM SRIVASTAV F 23

56) LAILA KHAN F 22

57) LATIKA PODDAR F 54

58) LAVANYA SHARMA F 67

59) LEKHA TANDAN F 17

60) LONA PAUL F 27

61) MADHURI DIXIT F 69

62) MADHUMALATI JHA F 57

63) MOHIT KHURRANA M 87

64) MOHAN JOSHI M 45

65) MUKESH AMBANI M 36

66) NALIN VERMA M 75

67) NANDA NILEKENI F 23

68) NISHANT MALHOTRA M 19

69) NIRANJAN KUMAR M 20

70) NUPUR CHHABRA F 21

71) OMI JOSHI M 43

72) PADAMSHRE PRASAD M 54

73) PADMA NARAYAN F 38

74) PARIKET BOSCO M 41

75) PRABHAT RAI M 37

76) PRAFULLA KUMAR M 54

77) PRANAV MUKHERJEE M 44

78) PURU BHAGOD M 48

79) RAJ ARYAN M 25

80) RAJESH KUMAR M 21

81) RAJKUMAR SANTOSHI M 73

82) RAM MEHRA M 66

83) RAMAN MEHTA M 55

84) RANJAN KUMAR M 58

85) RISHAB KHANNA M 33

86) RUJUL NARAYAN F 51

87) RUPESH NEHRA M 77

88) SAGAR CHOPRA M 63

89) SAMIR KHURANA M 28

90) SANJAY GANDHI M 33

 91) SAURABH NAGPAL M 80

92) SHRUTI VERMA F 22

93) SHULABH DEY M 24

94) SIMRAN LAMBA F 55

95) TAPAN MISHRA M 59

96) TARAN SINGH M 42

97) TEJANDER SINGH M 39

98) VIPIN SAHNI M 69

99) VIPUL PANDEY M 57

100) YOGESH SARKAR M 38

Preface
Business research is the process of designing,
gathering, analyzing, and reporting information
that may be used to solve a specific business
problem.
As we all know market research is an ancient
technique to find out how one things rank against
each other. It has been used since the time
began.
Market research comprises one of the most
important and fascinating facets of marketing.
The ethical aspects of market research and the
responsibilities each of the marketing research
stakeholders have to themselves, one another,
and the research project presented and
developed in more detail throughout the text.

Synopsis

Objective: To understand the reason

behind the switch over of
mobile brands by the
customers.
Researchers: Anurag, Nupur, Shouvick,
Shruti
Research Guide: Prof A.K Gupta
Mr. Nabin Shaw
Mr.Tirthankar Basu
Mr. Debashish Dey
Project Duration: 45 days
Area of Research: Local Population
Sample Unit: Men & Women
Sample size: 100
Methodology: Exploratory research and
conclusive research (Random
sampling)
Sample tool used: Questionnaire

Contents
 Design of the study:
o Introduction of the
study..................................................
o Objectives..........................................................
.....................
 o Statement of the
problem.................................................
o Scope of the
study...............................................................
o Methodology of data
collections...................................
o Limitation of the
study......................................................

Mobile Phone Industry:

o History...............................................................
......................
o Introduction.......................................................
...................
o Questionnaire....................................................
...................

 Finding and suggestions:

o Introduction.......................................................
..............
o Findings.............................................................
................
o Suggestions.......................................................
................
o Conclusion.........................................................
...............
 o References........................................................
...................

List of tables
• Showing sex wise classification of the
respondent.
• Showing the no. of respondents belonging to
different age group.
• Showing the occupation of the respondents:

• Showing the income of the respondents.

• Showing the educational qualification of

respondents.
• Showing the number of consumer using the
mobile in different years.
• Showing the names of different models used
by respondents.
• Showing the purchasing capacity of
consumer year wise.
• Showing the post purchase satisfaction of
respondents.
 • Showing the various factors which may
influence consumer.
• Showing various reasons for using the
product by respondent.
• Showing the criteria while purchase by
respondents.
• Showing various network connections used
by respondents.
• Showing no. of minutes spent on mobile
phones.
• Showing the rating allotted to mobile phone
provider.
• Showing various accessories used by
respondents.
• Showing the amount being spent on phones.

• Showing the usability of mobile phones

• Showing various features of mobile phones .

• Showing the level of satisfaction regarding
the mobile phone battery.

LIST OF GRAPHS
• Showing sex wise classification of the
respondent.
• Showing the no. of respondents belonging to
different age group.
• Showing the occupation of the respondents:

• Showing the income of the respondents.

• Showing the educational qualification of

respondents.
• Showing the number of consumer using the
mobile in different years.
• Showing the names of different models used
by respondents.
• Showing the purchasing capacity of
consumer year wise.
• Showing the post purchase satisfaction of
respondents.
• Showing the various factors which may
influence consumer.
• Showing various reasons for using the
product by respondent.
• Showing the criteria while purchase by
respondents.
• Showing various network connections used
by respondents.
• Showing no. of minutes spent on mobile
phones.
• Showing the rating allotted to mobile phone
provider.
• Showing various accessories used by
respondents.
• Showing the amount being spent on phones.

• Showing the usability of mobile phones

• Showing various features of mobile phone .
• Showing the level of satisfaction regarding
the mobile phone battery.
Design
Of
The
Study
 Introduction to the study

Society is a diversified in all aspects. We see

this among consumers, marketers, producers
and even among consumer behaviour from
theoretical aspects.
The study of consumer behaviour enables
marketer to predict consumer behaviour in
the market; it also produces under standing
of the role that consumption has in the lives
of individuals.
Consumer behaviour is defined as a
behaviour that consumers display while
searching for purchase, using, evaluation and
disposal of products, services and ideas that
they to satisfy their needs. The study o f
consumer behaviour is concerned not only
with what consumers buy, but also with what
they buy it, when, from where and how they
buy it and how often they buy it. It is
concerned with learning the specific
meanings that products hold for consumers.
Consumer research takes place at every
phase of the consumption process; before
the purchase, during the purchase and after
purchases.
Consumer behaviour is the study of how
people buy, what they buy, when they buy
and why they buy. It attempts to understand
the buyer decision processes/buyer decision
making process, both individually and in
groups. It studies characteristics of individual
consumers such as demographics,
psychographics, and behavioural variables in
an attempt to understand people's wants. It
also tries to assess influences on the
consumer from groups such as family,
friends, reference groups, and society in
general.
What we buy, how we buy, where and when
we buy, in how much quantity we buy
depends on our perception, self concept,
social and cultural background and our age
and family cycle, our attitudes, beliefs,
values motivation, personality, social class
and many other factors that are both internal
& external to us.
Consumer behaviour is interdisciplinary; i.e.
it is based on concepts and theories about
people that have been developed by scientist
in such diverse disciplines as psychology,
sociology, social psychology, cultural
anthropology and economics. Consumer
research is the methodology used to study
consumer behaviour.
The study of consumer behaviour is the study
of how individuals make decision to spend
their available resources on consumption
elated items. It includes the study of what,
why, when and form where they buy etc.
Consumer behaviour is a relatively new field
of study emerged in late 1960s with no
history or body of research of its own unlike
branches of economics. Many early theories
concerning consumer behaviour were based
on economic theory on the notion that
individuals act to maximize their benefits in
the purchase of goods and services.
There are number of reasons why the study
of consumer behaviour developed as a
separate marketing discipline. As sum as the
marketing researchers began to study the
buying behaviour of customers, they realized
that, despite a something “me too” approach
to fashions, many consumer rebelled at using
the identical products everyone else used.
The primary purpose or studying as part of a
marketing curriculum is to understand why
and how consumers make their purchase
decisions. These insights enable marketer to
design more effective marketing strategies.
Consumer behaviour has become an integral
part of strategic market planning. Society as
a the belief that ethics and responsibility
should also be integral components of every
marketing concept, which calls on marketer
to fulfil the needs of their target market in
ways that improve whole.
In addition to studying consumer uses and
purchase and post purchase evaluations of
the product they buy, consumers researchers
are also interested in how individuals dispose
the other one’s new purchase.
 Objective

 To analyse the customer behaviour of Mobile

Phone.
 To know the motivating factors of consumers
in purchasing Mobile phone.
 To know how brand preference is formed in
purchasing Mobile phone.
 To ascertain the level of brand loyalty and
brand image associated by consumer with a
Mobile brand.
 To measure the level of satisfaction of
customers of Mobile Phone.
 To study the consumer perception towards
Mobile phone.
 Statement of the problem

In today’s scenario, we can see In Telecomm

Industry, many mobile companies launches
numerous number of mobile phones with extra
derivative features. This creates many problems
regarding their functions, software’s & batteries.
Hence, we can say that the mobile phone
companies are decreasing their quality in terms
of quantity. So, there is a create deal of
confusion in the mind of consumer during the
time of purchase of mobile phones.Hence,the
brand loyalty of mobile phones
decreases.So,their are large number of
consumers switch their mobile brands.

Scope of the study

This study of under standing the behaviour of the

customers on mobile brand, namely NOKIA, SONY
ERICSSION, SAMSUNG, MOTOROLA. Apart from
that trying to acquire a better insight and
understanding into the vital & trivial aspects of
the mobile market, it also helps in assessing the
company’s strength and weakness against the
competing mobile brands. Thus, helps in finding
the loop holes in the company’s products on in
finding logical solutions to the problems.

This study helps in finding out:

 How the customers rate the various

attributes of mobile phone.

 How effective has been the company in

positioning its mobile phone brands.

 How effective has the company’s marketing

strategy of low making charge, with offering
a whole lot of unique features provided in the
market.

Methodology for data collection

1.Source of data:

There are broadly two types of data available to

a researcher. They are;
(a) Primary data
(b) Secondary data

Primary data:

It refers to the first hand information collected by

the researcher, specific to the research problem.
It includes using different primary data collection
tools such as personal interview using
questionnaires, telephone surveys, mail surveys
etc. For the present study, primary data was
collected by survey method using questionnaires.

Secondary data:

It is the information that already exists for

another purpose. This refers to all those data
which are collected for some earlier research
work. The secondary data for this work was
obtained form company profile, company
magazines, website, newspapers, internet, text
books, reports and form company brochures and
other promotional materials.

2. Sampling:

In the consumer market research, there is a

problem of selecting a sample of few hundred
respondents from a vast population. The reason
for sampling is that it is not possible to cover the
entire population in the field of research.

SAMPLING DESIGN

Type of sample: Simple random

Sampling: For this study the
respondents were of
 Mobile phone users only
were selected.
Research instruments: Structured closed &
open ended
questionnaire.
Method: The respondents were
contacted personally and
interviewed.
 Limitations of the study

The main limitations are:-

 Time limitation for compelling the project.

 The data obtained in some cases may be

biased.

 Difficulty in communication within the city

while conducting the survey.

 The information obtained from the

consumers based on questionnaires was
assumed to be factual.

 Since the survey is based on sampling

method, it does not disclose the character of
the entire customers.
MOBILE
PHONE
Industry
 History

Recognizable mobile phones with direct dialling

have existed at least since the 1950s. In the
1954 movie Sabrina, the businessman Linus
Larrabee (played by Humphrey Bogart) makes a
call from the phone in the back of his limousine.
The first fully automatic mobile phone system,
called MTA (Mobile Telephone system A), was
developed by Ericsson and commercially
released in Sweden in 1956. This was the first
system that did not require any kind of manual
control in base stations, but had the
disadvantage of a phone weight of 40 kg (90 lb).
MTB, an upgraded version with transistors,
weighing 9 kg (20 lb), was introduced in 1965
and used DTMF signalling. It had 150 customers
in the beginning and 600 when it shut down in
1983.
The first person to have a mobile phone in the
United Kingdom was reputedly Prince Philip, who
had a system fitted into the trunk of his Aston
Martin in 1957. The Prince could make phone
calls to the Queen while driving, which was
thought to be quite amazing at the time. The
Duke of Gloucester heard about the mobile
phone and tried to obtain one, but the Post Office
denied his request. They were prepared to
indulge the husband of Her Majesty, but nobody
else, as the system used an entire dedicated
radio frequency.

First generation

Dr. Martin Cooper of Motorola, made the first US

analogue mobile phone call on a larger prototype
model in 1973. This is a reenactment in 2007.

Second generation

In the 1990s, 'second generation' (2G) mobile

phone systems such as GSM, IS-136 ("TDMA"),
iDEN and IS-95 ("CDMA") began to be introduced.
In 1991 the first GSM network (Radiolinja)
opened in Finland. 2G phone systems were
characterized by digital circuit switched
transmission and the introduction of advanced
and fast phone-to-network signalling.

Third generation
The first pre-commercial trial network with 3G
was launched by NTT Do Como in Japan in the
Tokyo region in May 2001. NTT Do Como
launched the first commercial 3G network on
October 1, 2001, using the WCDMA technology.
In 2002 the first 3G networks on the rival
CDMA2000 1xEV-DO technology were launched
by SK Telecom and KTF in South Korea, and
Monet in the USA. European launches of 3G were
in Italy and the UK by the Three/Hutchison group,
on WCDMA. 2003 saw a further 8 commercial
launches of 3G, six more on WCDMA and two
more on the EV-DO standard.
 INTRODUCTION
In this chapter an attempt is made to study about
on the consumer behaviour of the mobile phone
for switching among the different brands.
We formulate the questionnaire on consumer
satisfaction of mobile phones & on the basis of
that we interpretate the questionnaire & findings
results & suggestions.
QUESTIONNAIRE
Objective: To understand the reason behind the
switchover of mobile phones brands by the
customer.
Name:
Gender: Male Female
Age: Below 18 18-25
Above 25
Occupation: Professionals Service
Student Homemaker
Income Level: Below10000
10000-20000
20000-30000
Above 30000
Educational Level: Primary
Secondary
High School
Graduate
Post Graduate
1.How long have you being using mobile
phone?
Within 1 Year
 1-2 Years
2-5 Years
Above 5 Years

2.What mobile phone do you own?

NOKIA
SAMSUNG
SONY ERICSSION
MOTOROLA
OTHER PLEASE SPECIFY………………………….
3.What year was it purchased?
Within 1 Year
1-2 Years
2-4 Years
Above 4 Years
4.Have you ever purchased a phone that you
have become disappointed with soon after?
YES
NO
CAN’T SAY
5. If yes then what disappointed you about the
phone?
 ……………………………………………………………
……………………………………………………………
……………………………………
6.What influenced you purchase your phone?
BRAND
TECHNOLOGY
LOOK
OTHERS PLEASE SPECIFY…………………………
7.Please arrange the following in the order of
importance to you when purchasing a phone
starting with most important(please number
them):
Look of the phone
Technology
Easy of Use
Ability to be personalized
Phone Specifications
8.What are your reasons for using mobile
phones?
WAP (Wireless Application Program)
Just Talk On It
Use GPRS Function
Receive, E-mail &SMS
 Download Screensaver & Songs
Other Please Specify……………………………

9.Please write your model of phone

……………………………………………………………
……….......................

10. Why do you choose this model? (you can

take more than one option)
Price
Function
Size & Weight
Appearance
Trend
Advertisement
Other Please
Specify…………………………………………………
……………………..
11. Which mobile phone network are you using
now?
…………………………………………………………………
……………….
12. How much time you spend each month on
the phone?
Less Than 500 mins
100-299 mins
300-499 mins
More than 500 mins
13. Are you satisfied with the overall
performance your mobile phone provider?
(Give your rating for 1-5)
…………………………………………………………………
……………………
14. What phone accessories do you have (you
can choose more than one option(s)
Shell
Hand free
MP3 Plug In
Computer Ringing Tone Editor
Modify Appearance e.g. change the colour of light
Other Please
Specify………………………………………………………
…………
15. How much money do you spend on
purchasing the mobile phones?
Below Rs.2000
Rs.2000-Rs.4000
Rs.4000-Rs.8000
Above Rs.8000
16. Do you know mobile phones harder to use?
YES
NO
CAN’T SAY
17. Does your mobile have any of these features?
WAP
Games
Text messaging
Bluetooth
Radio
18. Please give a short review of your phone,
describing –
How easy it is to use
What you think about the of the look of the
phone
The way the phone feels in your hand
What you like and dislike about your phone in
general
…………………………………………………………………
…………………………………………………………………
………………………………………….
19.Are you satisfied with your mobile phone
battery?
YES
NO
Can’t Say
 ANALYSIS OF DATA
TABLE NO.-1

Showing the number of customer in sex classes:

NO.OF NO. of PERCENTAGE
RESPONDENTPERCE
NTAGE(%)NO.OF
RESPONDENT
RESPONDEN NO. OF
TSPERCENT RESPONDENT
AGE S
(%)NOKIA51
51SAMSUNG
3030SONY
ERICSSION1
010MOTORO
LLA99OTHE
RS11TOTAL
100100NO.
of
RESPONDEN
TPERCENTA
GEWITHIN 1
YEAR1515%
1-2
Yrs1515%2-
5
Yrs2020%Ab
ove 5
Yrs5050%CH
ART NO.-
6:PERCENTA
GEPRIMARY
44%SECOND
ARY66%HIG
H
SCHOOL202
0%GRADUAT
E3535%POS
T
GRADUATE3
535%CHART
NO.-5NO. of
RESPONDEN
TSPERCENT
AGEBELOW
100001818
%10000-
200003030
%20000-
300004040
%ABOVE
300001212
%NO. of
RESPONDEN
TPERCENTA
GEPROFESSI
ONAL3535S
ERVICE3030
STUDENT20
20HOMEMA
KER1515
CHART NO.-
3: NO. of
RESPONDEN
TSPERCENT
AGEBELOW
1877%18-
256565%AB
OVE
252828%CA
 TEGORY
CHARTS
NO.7:

INTERPRETA
TION:
We can see
that Nokia
is the
market
leader in
the mobile
phone
industry and
it shares the
dream
image in the
customer
mind.

TABLE NO.-
8:
YEAR PURCHASED

INTERPRETA
TION:
Usually
customers
buy or
change their
mobile
phones
after 5 yrs,
they usually
purchased
having and
the
consumers
who are
frequent
buyer have
interest in
electronic
products
with latest
technology,
they tried
for that.

TABLE NO.-
7:
Showing the
mobile
brands used
by
customer.
USING BRANDS

INTERPRETA
TION:
In today
world, for
buying
mobile
phones
doesn’t
matter at all
because any
person can
easily use
the mobile
phones but
yes at some
extent those
mobile
phones that
have the
derivative
functions
and
features in
them for
use of that
phone. We
definitely
have the
knowledge
and around
30%-40% of
graduate,
High school,
Post
graduate
use mobile
phone
comparative
to primary
or
secondary
one.

TABLE NO.-
6:
Showing the
number of
consumer
using the
mobile in
different
years.
YEARS
INTERPRETA
TION:
Through
this survey
we found
that
maximum
percentage
covered by
professional
s, services
and student
who are
frequent
users of
mobiles
phones &
less
percentage
in
comparison
to other
respondents
are covered
by
homemaker
s.
TABLE NO.4:
Showing the
income of
the
respondents
.
INCOME
GROUP (in
Rs.)
CHART
NO.2:

INTERPRETA
TION:
We have
found that
65%
respondent
of the 100
people we
surveyed in
age
between18-
25 uses
more
phones. We
surveyed
the
maximum
number of
youth using
mobile
phones and
we saw they
were not
loyal to
their brand
as
comparison
to middle
aged
person.

TABLE NO.3:
Showing the
occupation
of the
respondents
:
OCCUPATION
WITHIN 1 30 30
YEARCHART
NO.4:CHART
NO.-1
INTERPREinte
rpreTATION:
We have
found that
40% of the
100
respondent
we surveyed
& had their
family income
in between
20000-
30000.30% of
them ranged
about 10000-
20000 and
below 10000
and above
30000
gathered 18
& 12
respectively.
Hence, we
come to the
conclusion
that the
average
family income
of the middle
class people
who buy
mobile
handsets.
TABLE NO.-5
Showing the
educational
qualification
of
respondents.
EDUCATIONA
L
QUALIFICATIO
N
Sex wise
classificatio
n of the
respondent.

INTERPRETA
TION:
We have
surveyed
100 people
from which
44 female
and 56
male. We
choose both
has the
major
influence as
mobile
phone used
by both of
them almost
equally.
Hence, we
concentrate
d on
surveying
both type of
population.

TABLE NO.-2
Showing the
no. of
respondents
belonging to
different
age group.
AGE
GROUP(Yrs.)
1-2 YEAR 45 45
2-4 YEAR 15 15
ABOVE 4YEAR 10 10
1
0
0
100

CHART NO.-8:
INTERPRETATION:
We can say that the most of the mobile were purchased
within the range of 1-2 years. Hence we can say that
the mobile phone is purchased is not used for a long
period. So the mobile phone users are switching from
one brand to another within one to two year.

TABLE NO.-9:
POST PURCHASE SATISFACTIONNO. OF
RESPONDENTPERCENTAGE
(%)YES5757NO3333CAN’T
SAY1010TOTAL100100CHART NO.-9:

INTERPRETATION:

We can see that more than half of the respondent

were disappointed after buying their phone as same
have mention there were disappointed with the
quality of their pone and also with the features and
price of the mobile phone are keep on changing and
as the days go better quality of mobile phone is
found of a cheaper price .So the consumer are
feeling depressed after soon buying the phone as
looking towards the market.

TABLE NO.-10:
 INFLUENCING FACTORNO OF
RESPONDENTPERCENTAGE(%)BRAND1515TECHNOL
OGY3030LOOK5252OTHERS33TOTAL100100CHART
NO.-10:

INTERPRETATION:

We can see that most influencing factor is the look

of the mobile phone and the other important
information thing that the brand image is not so
important. This indicates that the brand loyalty
among consumer is less and an average number of
consumers are less and an average number of
consumers are technologically sound.

TABLE NO.-11:
REASON OF USINGNO. OF
RESPONDENTPERCENTAGE
(%)W.A.P55G.P.R.S.3535EMAIL,
S.M.S.4545SCREENSAVER&SONGS1010OTHERS55CHAR
T NO.-11:

INTERPRETATION:

So, we can say that there are two most dominating

factors in use of mobile phone they are GPRS and E
Mail &SMS. So we can say that the customers
besides speaking also do other activities and hence
it is not only a talking medium it is more than that.
So, the consumer preferred additional features in its
mobile phone.
TABLE NO.12:
FACTORSNO.OF RESPONDENTPERCENTAGE
(%)Price3535Function77Size
&Weight1010Appearance1515Trend1010Advertisemen
t2020Other Please33Total100100CHART NO.12:

INTERPRETATION:

From the above table we have observed that price

plays the key factor in deciding which model should
be choosen .after price its advertisement which plays
the second most important factor for the selection of
any model.it depicts that price is the most important
factor while buying a model.

TABLE NO.-13:
NETWORKNO. OF
RESPONDENTPERCENTAGE(%)AIRTEL3030VODAFON
E2525BSNL1530IDEA3015TOTAL100100 CHART NO.13:

INTERPRETATION:

From the above table we have observed that

airtel and idea are the market leaders when it
comes to choosing a network connection,and
others are following them.it depicts that airtel
and idea are most preffered choice of consumer.

TABLE NO.-14:
NO.OF MINUTESNO.OF
RESPONDENTPERCENTAGE(%) LESS THAN
5001010500-100030301000-20002020MORE THAN
20004040TOTAL100100
CHART NO.-14:

INTERPRETATION:

As per the above observation it is being seen that

no.of respondent are highest in case of more
than 2000 minutes which are being followed by
500-1000 minutes.it shows that large no of users
spend time more than 2000 minutes.

TABLE NO.-15:
RATINGNO.OF
RESPONDENTPERCENTAGE11515223233272741515
52020TOTAL100100CHART NO.-15:

INTERPRETATION:
From the above table we observed that 3 was
rated as the most preffered option which was
followed by 2.It depicts that the consumer are
not fully satisfied but are averagely satisfied by
their mobile phone provider.

TABLE NO.-16:
ACCESSORIESNO.OF
RESPONDENTPERCENTAGE(%)SHELL1010HAND
FREE5050MP3 PLUG IN1010COMPUTER RINGING TONE
EDITOR1010MODIFY APPERANCE1010OTHER PLEASE
SPECIFY1010TOTAL100100CHART no.-16:

INTERPRETATION:

As per the above observation it is being noticed that

consumers with hands free as their accessories are
higher in no.than others which are being less used
by them or are less familiar about other accessories.
TABLE NO.-17:
SPENDINGSNO.OF
RESPONDENTPERCENTAGE(%)BELOW
200020202000-400040404000-80002525ABOVE
80001515TOTAL100100
CHART NO.-17:
INTERPRETATION:

As per the above observation it is being clear

that consumers spendings on phone are higher
between 2000-4000 and other range are having
less preference over the former.so consumers
are more inclined to buy models which are
relatively cheap.

TABLE NO.-18:
PHONE IS HARDER TO USENO.OF
RESPONDENTPERCENTAGE(%)
YES 3030
NO5050
CANT SAY2020
TOTAL100100

CHART NO.-18:

INTERPRETATION:

As per the observation it is being seen that large

no.of consumers are comfortable with the usage of
phone as compare to the user who find it difficult.
TABLE NO.-19:
FEATURESNO.OF
RESPONDENTPERCENTAGE(%)WAP1515GAMES2525
TEXT
MESSAGING4040BLUETOOTH1010RADIO1010TOTAL10
0100
CHART NO.-19:

INTERPRETATION:

As per the above observation it is being seen that

text messaging is the most popular feature while
operating phone as compare to other featureswhich
are less in use.

TABLE NO.20:
FeaturesNo of
respondentsPercentage(%)Usage2828Looks3232Br
and2020General2020Total100100
CHART NO.-20:

INTERPRETATION:

From the above table it is clear that most people opt

for looks while making a decision when buying a
phone.it is followed by usage.it depicts that
consumers has a criteria of selecting a phone on the
basis of looks.
TABLE NO.-21:
SatisfactionNo of
respondentsPercentage(%)Yes5050No2828Cant
say2222Total100100
CHART NO.-21:

INTERPRETATION:

From tha above table it si clear that half of the

people are satisfied by their mobile battery and
limited no of people are unsatisfied.this depicts
that mobile companies has a achieved a big step
in satisfying their customers when it comes to
mobile battery.

Findings
 And

Suggestions

Introduction
This part gives overall information about the
consumer behaviour of Mobile Phone Customers.
It also includes findings, suggestions and
conclusions about the study.

Findings

 Most of the respondents are youth.

 Customers of Mobile phone are mainly from
upper class and middle class families.
 Only a few customers are not aware of each&
every features of mobile phone.
 The available prices are satisfactory according
to the most of respondents.
 Television is the advertising media through
which large no. of customers came to know
about the upcoming features of mobile phone.
 Factors like company image, quality,
advertisement, collections have equally
influenced the purchase.
 Major no. of respondents is satisfied with the
showroom facility.
 Look of the phone of some mobile handset
have impressed most of the respondent and it
plays a important role in purchasing behaviour.
 Respondents got immediate response for the
complaints registered.
 Salesman responsiveness is rated as somewhat
good and average.
 The overall performance of mobile phone is
average.

 Level of satisfaction of customers is average.

 Respondents are ready to insist their well

wishers to purchase a better mobile phone in
terms of mobile phone.

SUGGESTIONS
 Mobile phone customers are ordinary people
people and have moderate income, so it should be
 better to frame promotion programs targeting
them by knowing their test and preference.
 With regard to advertising, the company should
focus on persuasive advertising highlighting the
unique feature and benefits of their products.
 Only a few customers had purchased mobile phone
above Rs15000 so a special attention should be
paid in these areas.
 Among the service facilities, respondents suggest
to improve after sales facility.
 More advertisement should be made in media
other than television.
 Steps should be taken to attract more aged
customers.

Conclusion
To conclude the overall responses of the customers of
mobile phone is fair. The overall performances in all
areas are satisfactory.

During the study it was found that the following factors

such as email S.M.S, MP3 price etc. has satisfactorily
influenced consumer behaviour.

Further, there is some kind of promotion activities

required to hold the present customers and make new
customers.
 References

Books referred to:

 Marketing Management – Kotler & Keller

 Marketing Management - A. Vinod

 Consumer Behaviour – Matin Khan

 Company profile and magazines

 Business world

Websites visited:
 www.wikipedia.org
 www.pdftracker.com
 www.scribd.com
 www.slideworld.com
 www.slideshare.com
 www.managementparadise.com
 www.pdfgeni.com