A Project Report on

To study the Market Survey of Drywall Partition in Pune & PCMC For EVEREST INDUSTRIES PVT. LTD. By Sagar Harendra Wanjari Under the guidance of Prof. Mahesh Gadekar

Submitted To University Of Pune In partial fulfillment of the requirement for the award of the degree of Master of Business Administration (MBA)

Through Vishwakarma Institute of Management Pune-48

ACKNOWLEDGEMENT A project is never the work of an individual. Instead, it is a combination of ideas, suggestions, reviews, contribution & work involving many people. I take this opportunity to express my deepest sense of gratitude to all those who directly and indirectly helped me in the successful completion of this project. I would like to begin by thanking Everest Industries Pvt. Ltd., for giving me the opportunity to be a part of this project. I express my gratitude to all the respected employees of Nokia India Pvt. Ltd., for their invaluable help without which, I would not have been able to complete this project. First of all I would like to thank Mr. Sourabh Bafna (Area Sales Manager), Mr. Kaushik, & Mr. Sripal for their invaluable guidance and encouragements for the project. I also want to express my earnest and intense sense of gratitude to Mr. Pramod Malbhare (owner of the assigned outlet) for his constant support. This project would not have been completed successfully without the precious guidance of my project guide Prof. Mahesh Gadekar, to whom I express my sincere gratitude. This project gave me an opportunity to explore ground realities and look at business from the grass root level. I was able to meet a wide array of people which was indeed a learning experience.

Sagar Harendra Wanjari

ABBREVIATIONS

GSMMEPBAPFAPGPS-

Global Service for Mobile Market Entry Products Broad Appeal Products Focused Appeal Products Global Positioning System

TABLE OF CONTENTS

S.no

TITLE

Page No.

I II III IV

Executive Summary Company Profile Objective Sales Promotion & Consumer behavior (Literature

1 3 8 10

Review) V VI VII VIII IX X XI Research Methodology Analysis Findings Suggestions Limitations Exhibits Bibliography 14 18 33 35 37 39 49

CHAPTER I EXECUTIVE SUMMARY

CHAPTER I EXECUTIVE SUMMARY

Nokia is the market leader with 40% global share in the mobile phone market (source: www.wikipedia.com). This project was carried out for a period of two months from 1st June 2008 to 31st July 2008.The project emphasizes on to study & map the consumer preference for sales promotion i.e. what are the factors that influences the purchase of mobile phone by a customer. Few factors were chalked out which played a major role in purchase decision of mobile phones, based on these parameters, preference chart was drawn. This chart helped in determining the purchase decision hierarchy. Trade promotion schemes by different companies are studied in this project. Nokia has a wide product line serving to the needs of each category of customers. They are user-friendly and provide value added services (VAS).In India Nokia market share is 59.5% & needs to be strengthened as there are new & potential competitors coming down the line. All data that was required for this project has been through interviews and questionnaires which is the primary source. Then the secondary data collected was through internet, magazines & other historical data. Nokia needs to continuously develop new & innovative product line (which they have been doing till age) to be ahead of its competitors. It needs to tap tier II cities and rural market to maintain its leader position in the market. As the other competitors are building up a strong retail presence across the country, Nokia needs to have better liasoning with the retailers to be a market leader.

CHAPTER - II

COMPANY PROFILE

CHAPTER - II COMPANY PROFILE

Introduction Nokia is a world leader in mobile communications, driving the growth and sustainability of the broader mobility industry. Nokia connects people to each other and the information that matters to them with easy-to-use and innovative products like mobile phones, devices and solutions for imaging, games, media and businesses. Nokia provides equipment, solutions and services for network operators and corporations. Nokia is a broadly held company with listings on four major exchanges.

Historical Background At the beginning, Nokia was a manufacturer of paper in 1865. After World War II, the requirement of industrial products increased substantially. Nokia changed its function to an industrial enterprise and produced products like chemicals and rubbers. Until 1960s Nokia had set electronic department and focused on developing transmission systems.

The Journey into Tele-communications Nokias Cable Works Electronics Department started to conduct research into semiconductor technology in the 1960s.Nokia began to develop the digital switch (Nokia DX 200) which became a success. This was equipped with the high level computer language and Intel micro processors gradually evolved into the multifaceted platform that is still the basis for Nokias network infrastructure today.

Focusing on Telecommunications During the deep recession in Finland at the beginning of the 1990s, the telecommunications and mobile phones divisions were the only supporting pillars of the Nokia. In May 1992, Nokia made the strategic decision to divest its non- core operations and focus on telecommunications. The companys 2100 series phone was an incredible success.

Nokia Today Today, Nokia is a world leader in digital technologies, including mobile phones, telecommunications networks, wireless data solutions and multimedia terminals. Backed by its experience, innovation, user friendliness and secure solutions, the company has become the leading supplier of mobile phones, fixed broadband and IP networks. By adding mobility to the internet, Nokia creates new opportunities for companies and further enriches the daily lives of people.

Nokia in India Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata, Bangalore, Hyderabad and Ahmadabad. The Indian operations comprises of the companys handsets and network infrastructure businesses, R&D facilities in Bangalore, Hyderabad and Mumbai and manufacturing plant in Chennai. The handset business is supported by a team of professionals across 3 business groups namely Mobile Phones, Multimedia and Enterprise solutions. The company has grown manifold over the years with its manpower strength increasing from 450 people in the year 2004 to close to 6000 people currently.

Mobile phones 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, ranging from entry level phones for first time subscribers to advanced business devices and high performance multimedia devices. There are 49 models of Nokia mobile phones in India and Nokia has divided them to four categories viz: Market entry products Broad appeal products Focused appeal products Enterprise solution

Infrastructure business In the infrastructure business, Nokia Networks (now called Nokia Siemens Network) has made significant progress in realizing business opportunities and increasing its market share in India. Nokia Networks is now a key supplier to all the top five GSM operators including Bharti, BSNL, Vodafone, IDEA. Nokia has also set-up its Global Networks Solutions Center in Chennai, India. The Solutions Center performs network operation tasks for selected operator customers in the Asia Pacific region as well as Europe, the Middle East and Africa.

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R & D centers Nokia has three Research & Development centers in India, based in Hyderabad, Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity.

Manufacturing in India Nokia has set up its 10th 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 150 million announced in March 2006 and currently employs over 4100 people.

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CHAPTER III

OBJECTIVE

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CHAPTER III

OBJECTIVE

To understand current trends in the market.

Classify retailers incentive to sell a mobile phone. There are competitors with great potential in the market, so the project emphasized to study what would make retailers favorite brand.

To devise ways and means to enhance sales in the assigned outlet. The project involved star outlets which were witnessing unwarranted sales growth and it thus emphasized on enhancing the sales of Nokia mobile phones vis--vis its competitors.

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CHAPTER - IV

SALES PROMOTION & CONSUMER BEHAVIOR (Literature Review)

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CHAPTER- IV

SALES PROMOTION & CONSUMER BEHAVIOR (Literature Review)

Sales Promotion Sales promotion is one of the mass-promotion tools of advertising and the other being public relations. Sales promotion consists of short term incentives to encourage purchase or sales of a product or service. Whereas advertising offers reasons to buy a product or service, sales promotion offers reasons to buy now. Sales promotion tools are used by most organizations including manufacturers, distributors, retailers, trade associations & non-profit institutions. Sales promotion is targeted towards final buyers (Consumer Promotion), business customers (Business Promotion), retailers & wholesalers (trade promotions), and member of the sales force (Sales force Promotion). To use sales promotion optimally the marketer must define the sales promotion objectives, select the best tools, design the sales promotion program, implement the program & evaluate the results. Sales promotion tools include: Consumer promotion tools- samples, coupons, cash refund offers/rebates, price packs, premiums, advertising specialties, patronage rewards, contests, sweepstakes & games, point of purchase. Trade promotion tools- Discounts, allowances, schemes.

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Business promotion tools- conventions & trade shows, and sales contest.

Consumer Behavior Consumer behavior refers to the buying behavior of the final consumers- individual & households who buy goods & services for personal consumption. All of these final consumers make up the consumer market. On the basis of consumer involvement level, a product or a service is divided into: High involvement product. Low involvement Product.

Consumer decision-making for the high involvement product is

Need Recognition

Development of decision criteria

Search for alternatives

Evaluation of alternatives

Decision

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Customer decision-making for the low involvement product

Need Recognition

Evaluation of alternatives

Decision

There are several factors affecting consumer behavior, which are: Cultural factors- culture, sub-culture, social-class. Social factors- reference group, family, roles & status. Personal factors- age & life-cycle stage, occupation, economic situation, lifestyle, personality & self-concept. Psychological factors- motivation, perception, learning, beliefs & attitudes. The consumers choice results from the complex interplay of cultural, social, personal & psychological factors.

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CHAPTER - V

RESEARCH METHODOLOGY

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CHAPTER V

RESEARCH METHODOLOGY

The data for this study was obtained through Primary & Secondary sources. Primary sources include: Direct interaction with the customers Preparing questionnaire (refer exhibit) for knowing the purchasing habits and preferences.
Direct interaction with the outlet owners

To find out the product assortment at their stores & the consumer expectation & preference. Direct interaction with the sales executives of different mobile phone companies To find out the steps taken by the companies to lure the retailers to sell their products.

Secondary data was collected through historical sales records at the given outlet.

Data collection Data for this study is obtained from Primary & Secondary sources. Primary sources include observation, market surveys and interviews. Secondary data has been collected through records at the outlets.

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Research Design The research conducted was both observatory and descriptive in nature. The data was collected basically through a field survey using observation. The research design employed was descriptive research, as it was most suitable.

Sampling Sampling is the process of collecting relevant information from a part of the entire population of respondent sets in order to try and get the picture of relevant characteristics of the population based on sample. Every effort has been made to cover a feasible chunk of the uncovered market, so as to get a relevant database. There were about 400 customers who were interviewed and observed. Data source Primary data The primary data was collected through observation and survey in competitor retailer stores in the segmented area prescribed by our leading manager, we carried with us the daily tracking sheet and the questionnaires, had informal interviews with the company personnel. Much of the information was collected this way. The main aim of selecting the primary source is that it is necessary to know the current relevant data and information of retailers and consumers and also to know about the changing preferences and expectations of the consumers. Secondary data

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The secondary data was collected from the assigned outlet, internet resources, news paper and Journals.

Data Evaluation The extensive data collected through schedules and questionnaires is the converted in table and charts so as to draw out conclusions regarding consumer behavior in the markets.

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CHAPTER - VI

ANALYSIS

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CHAPTER VI

ANALYSIS

It was found in the report that the Nokia phones can be categorized into four categories. Company-wise sales figure for the assigned outlet was obtained and analyzed. Further sales figure for each category of Nokia phone was obtained and consumers preference for the purchase of each category of mobile phones was mapped. The findings of the report can be categorized on the basis of the objectives mentioned earlier. Product offerings are made under four categories: MARKET ENTRY PRODUCTS (MEP) These are basically for the first time entrants and price conscious customers. Price range was from INR 1250 2500. Different models were Nokia -1200, 1208,1209,1650,2626

BROAD APPEAL PRODUCTS (BAP) These are the products which have additional features such as FM radio, camera, memory card etc. Price range from INR 3100 -7350 The products in this category comprised of: Nokia -2600c, 2630, 2760, 3110c, 6030, 6233, 6300.

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FOCUSED APPEAL PRODUCTS (FAP) Focused appeal products are those which have certain specialized feature Price range from INR 5500 55000 Models in this category are: Nokia 3500, 5200, 5300,5310,5610,6110 navigator, 6500c, 6500s, 8800 and N-series phones.

ENTERPRISE SOLUTION (ES) These are advanced business devices meant to assist the business executives and enterprises to provide instant solution. The price ranged from INR 8000 - 36000 The models in this category are: Nokia E50, E51, E61i, E62, E65, E90

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COMPANY WISE SALE OF GSM PHONES FOR THE ASSIGNED OUTLET Fig.VI.1

180 160 140 120 100 80 60 40 20 0 14 0 4 42 110

168

NOKIA SAMSUNG LG SONY FLY 23 15 3 7

Jun-08

Jul-08

In the month of June 2008 the share of Nokia in the total GSM handsets was 64.7%, Samsung was 24.7%, LG was 8.25% and Fly was 2.35%. In July the sale of Nokia phone shot up by 13% to 77.77%. Samsung share went down to 10.64%. LG share was 6.94%, Fly share went up to 3.24%. Sony Ericsson was 1.39% in the assigned outlet. In the assigned outlet, Samsung is the nearest competitor as far as sales figure is concerned. It pays Nokia, keeping a promoter as we can make out from the graph that after recruiting a promoter Nokias share further saw an increase where as that of Samsung decreased by approximately 14 percentage points.

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CATEGORY WISE SALES OF NOKIA GSM PHONES AT THE ASSIGNED OUTLET Fig. VI.2

The graph reveals that in the assigned outlet the sale of market entry products accounted for 77.27% of total Nokia phone sales in June while in July it was 75.6%. For broad appeal products the sale in the month of June was 14.54% of total Nokia phone sales and it went down to 11.90% in the month of July. For focused appeal products the sales share increased from 8.18% in the month of June to 12.5% in the month of July08. The assigned outlet was located near Bharati Vidyapeeth, Katraj; Pune.The sale of MEP products in this area is high but the area has great potential for BAP & FAP. This is based on the fact that the share of FAP in this area has increased by 4 percentage points. In this area, there are a variety of customers and has a good opportunity for every category of Nokia mobile phones.

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CONSUMERS INCENTIVE TO BUY A MOBILE PHONE There is fierce competition out there. Every company wants to increase their share in the pie. So one needs to understand their customer and their expectations well to have an edge. Factors that influenced the consumer behavior in purchasing a mobile phone, are: Durability Style/Design Brand Price Feature Retailers behavior After sales service Availability Discount It was found that the relative importance of these factors varied with the categories of mobile phones. The features selected here are based on observation during the project tenure. Durability meant in terms of time span of the mobile phone; Style/design accounted for shape, size, color; Feature included battery back-up, memory-status, accessories, camera, music player, GPS etc. Retailers behavior was also kept as a parameter because how the customer was treated was dependent on him and it was he, whose behavior determined repurchase of

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a brand from his outlet.Aftersales service and availability of accessories was also an important parameter that determined the purchase behavior of a customer. Other obvious parameters included price and brand.

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Consumer Preference & Purchase Decision Hierarchy for MEP Fig.VI.3

It is clearly evident from the figure that in the market entry product segment Price and Discount was preferred the most (5) followed by Durability, Brand name and Retailers behavior(each being ranked 4). Style and Availability of phone & its accessories is of least preference (being ranked 1) for this segment. For this segment of customers, it is the price & the discount that drives their purchase decision.

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Consumer Preference & Purchase Decision Hierarchy for BAP Fig.VI.4

As evident from the graph for BAP, brand and discount are most preferred criteria that affect the purchase decision; price feature and durability are the next factors that influence the decision making process.

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Consumer Preference & Purchase Decision Hierarchy for FAP Fig.VI.5

In the focused appeal segment brand and feature were given highest preference; style/design, availability, and retailers behavior was preferred thereafter. Discount & Price were ranked 1 & 2 respectively. So customer in this category emphasized on the features they wanted in their phone. This category of customers is the esteemed customers who seek several value added features in their phones.

Consumer Preference & Purchase Decision Hierarchy for ES

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Consumer preference and purchase decision hierarchy could not be determined for this category of phone as there was no sale of this phone during the project tenure. However from the past experiences of the retailer it was concluded that the consumer in this segment gave high preference to brand and feature.

RETAILERS INCENTIVE TO SELL A MOBILE PHONE

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There are many competitors in the market this was to decipher what a company does to become retailers favorite brand. The project also aimed to study what schemes did other companies give to the retailer and compare them with that of Nokia.In the assigned outlet the main competitor of Nokia was Samsung mobile.

Schemes given by Samsung mobile Credit period

Retailer was supposed to make payment within 15 days of purchase. Display scheme

Under display scheme the company offered a discount of 2% given that the number of Samsung mobile phone in display should constitute of 60% of total display in the outlet. A promoter

It provided a promoter who would assist the retailer in promoting the Samsung phone. Gifts were given to the retailer to induce him to sell the Samsung phone.

Schemes given by Fly mobile phone Credit period

The payment was supposed to be made after the sale of the phone. There was a sales executive who kept track of the sale.

The margin in selling it was high, approx. 20%. There was incentive of Rs.100/- on sale of each piece. They also gave promoter who was responsible for making sale in that outlet.

Schemes given by Nokia

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Credit period

Nokia gave a credit period of 7 days to the retailers. Target based incentives

There were three groups under this. Group 1 consisted of basic models (MEP) Group 2 consisted of mix of BAP & FAP Group 3 also consisted of mix of BAP & FAP

For group 1 the incentive was based on the volume i.e. the no. of mobile phones sold. Target was given for the month and on achieving the target there was incentive of Rs.100/- on each piece sold under group 1.

For group 2 & 3 the incentive was value based i.e. on the amount of business done. Targets were given for this as well which were as follows: For group 2 if the target was achieved the retailer was given a discount of 0.75% on the amount of bill. For group 3 it was 1%, if the target was achieved. Display scheme

Under the display scheme the retailer had to keep 80% of total display which availed him 1% discount in total payment. Promoter

Nokia provided promoter to A class stores to help achieve the target; besides the promoter was also given target based incentive apart from the basic salary.

Current Trends in the Indian Market

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According to the latest ORG (a research agency) figure, Nokia has a market share of 59.5% in India. Fig.VI.6

It is to be noticed that much of the market share in India has been achieved through the distribution and operator partnership. Nokia has a wide distributor network throughout the country and its wide range of product offerings, customized for each category of customer gives an edge over its competitors. Beside all these Nokia has operator partnership with Airtel, Yahoo go, Flickr etc.which make it the company with highest market share in India. India is one of the fastest growing mobile phone market in the world, & the nation is in tight race with China. According to the government figures the number of mobile phone subscribers in India is about 296.08 million.

Promotional Activities Undertaken During the Project

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During the project pamphlets (refer Exhibit 2) were designed and distributed to increase the awareness and thus sale of the Nokia phones. Pamphlet was distributed through the newspaper vendor. Banners and display boards were made to promote the Nokia phones at the assigned outlet.

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CHAPTER VII

FINDINGS

CHAPTER VII FINDINGS

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1. For MEP, price and discount were the major factors that influenced the purchasing decision of buyers. It was followed by durability, brand name & retailers behavior (each being ranked 4 on preference scale), style and availability of accessories is of least preference. 2. For BAP, brand and discount are most preferred criteria that affect the purchase decision; price feature and durability are the next factors that influence the decision making process.
3. For FAP segment brand and feature were given highest preference;

style/design, availability, and retailers behavior was preferred thereafter. Discount & Price were ranked 1 & 2 respectively. So customer in this category emphasized on the features they wanted in their phone. This category of customers was the esteemed customers who sought several value added features in their phones. 4. As there was no sale of ES products in the assigned outlet during the project period it was difficult to conclude about the same category. However from the past experiences of the retailer it was found that the consumer in this segment gave high preference to brand and feature. 5. The competitors trade schemes were lucrative as well but Nokia scored on the turnover front. As the number of days it took to sale Nokia stock was fairly less than any of its competitors.
6. SSK enterprises, currently Samsung mobile distributor (and earlier Nokia

distributor) followed trade promotion schemes more aggressively.

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CHAPTER VIII

SUGGESTIONS

CHAPTER VIII

39

SUGGESTIONS

1. Nokia should Launch new mobile phones that are an optimum balance between price and features. High quality, advanced technology, worldwide service and continuous new products are the essential factors for Nokias product development. There are many competitors coming in the market one of them being Apple. Apple i-phone definitely poses threat to FAP & ES categories of Nokia phones. 2. Nokia needs to improve its after sales service, as the customers experience has been appalling. 3. Trade promotion schemes should be pursued more aggressively. 4. It needs to institutionalize training and orientation programs for the retailers/dealers/franchisee to develop liaisoning with them. It is very necessary as the competitors are building a good reputation with the retailers and the margin in Nokia phone is less compared to its competitors. 5. It should work aggressively to tap Tier II cities and the rural market.Nokia phones due to its simple user-interface and other advantages such as battery back-up can be the best reason for the customers in the region to purchase Nokia phones. 6. Nokia needs to improve packaging of some of its high range mobile phones. 7. By customers feedback it was found that Nokia lags behind Sony in terms of sound quality & it needs to work on that.

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CHAPTER IX LIMITATIONS

CHAPTER IX

41

LIMITATIONS

While conducting this project, certain limitations did occur. However, these are natural to any project. Thus, findings of this study should be interpreted in the light of the limitations of the project.
1. The sample profile was a representative profile of the population of a region in

Pune city only. 2. Unwillingness of respondents to fill the questionnaire complete in all respect. 3. Lack of time on the part of respondents.

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CHAPTER X

EXHIBITS

CHAPTER X EXHIBITS

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Exhibit 1: Sample Questionnaire Name: __________________ Age: ____________________ Occupation:

Service Graduate Student

Monthly Income:

Business Professional Others

Less than 10000 15000-20000

10000-15000 Above 20000

Location: ___________________________________________________

Q1. Do you prefer using a mobile?

Yes

No

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If yes which brand do you own?

Nokia Sony Ericsson Samsung LG Any other, please specify_________________

Q2. What qualities of mobiles are important to you while buying mobiles? Rank them in order of 1 to 5, where 1 being the least important and 5 being the most important.

CRITERIA Durability Style/ Design Feature After sales service Price Availability Retailers behavior Comfort Discounts

RANK (From1-5)

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Q3. Rate the following brands based on your perception on the mentioned criteria on a scale of 1-6 where, 1= Below Average 4= Good Criteria Maintenance Durability Style/ Design Color Size Price Availability Lightweight Comfort Discount 2=Average 5= Very good Nokia Sony Ericsson 3= Satisfactory 6= Excellent Samsung LG Others

Q4. How often do you purchase mobiles?

Every two months 2-4 months 4-6 months

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Any time of the year Any Other

Q5. For what all purposes do you normally buy mobiles? (Please specify)__________________ Q6. Where did you come to know about Nokia?

Word of mouth Print Media Electronic media Retailers Recommendation

Q7. When do you go for new mobiles?

When old one is worn out For change Seek variety and range of mobiles

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Special occasions

Q8. Who influences your buying decision?

Friends Trends Family Myself Salesman Others____________________________

Q9. Who decides to buy mobiles in your family?

Self Joint

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Parents Spouse Children Others, please specify________________

Q10. From where do you like to purchase your mobiles?

Multi-branded outlet Exclusive showroom Any other, please specify_____________

Q11. If in a multi-branded outlet, if your brand is not available, do you go for other brand?

Yes No
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Q12. Do you think that the market has any brand that has all the quality (durability, colors, etc)? Please specify_______ Q13. Have you ever used Nokia? What is your opinion about it? ___________________________________________

Q14. What are your entertainment preferences?

Movies Theatre

Drama

Watching T.V. at home Shopping Others, specify_____________________

Exhibit 2: Promotional pamphlet designed for the outlet-

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NOKIA
AT

UNBEATABLE PRICE
MODEL NO. Nokia Nokia Nokia Nokia Nokia 1200 1208 1209 1650 2626 PRICE 1,250.00 1,525.00 1,550.00 1,900.00 2,200.00 3,100.00 3,150.00 3,505.00 7,990.00 MODEL NO. Nokia 3110C Nokia 3500C Nokia 6233 Nokia 5200 Nokia 5310 Nokia 6500C Nokia N-72 Nokia N-70 Nokia N-73 PRICE 4,650.00 5,450.00 7,400.00 4,950.00 9,300.00 10,300.00 7,700.00 9,650.00 11,170.00
(Off er valid for limited period) RELIABLE SALES
Nr BVP, Ambegaon, Pune-46, Maharashtra.

Nokia 2600C Nokia 2760 Nokia 2630 Nokia E-50

Exhibit 3: Organizational structure

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Nokia has a flat organizational structure. In India it is headed by Mr. D. Shivakumar. Exhibit 3.i:

Country Head

Zonal Head (East)

Zonal Head (West)

Zonal Head (North)

Zonal Head (South)

Exhibit 3.ii:

Zonal Head

Regional Sales Managers

Area Sales Managers (ASM)

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CHAPTER XI REFERENCES AND BIBLIOGRAPHY

CHAPTER XI REFERENCES AND BIBLIOGRAPHY

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BIBLIOGRAPHY

Kotler and Armstrong (8th edition); Principles of Marketing ; Prentice-Hall India Education; Delhi; Pg 464 to 468.

Rajan

Saxena

(2006);

Marketing

Management; Tata McGraw-Hill Co. Ltd; New Delhi; Pg 150-165.

REFERENCES

www.nokia-asia.com www.wikipedia.org

www.google.com

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