DECLARATION

I hereby declare that this Project Report entitled Customer Satisfaction of NOKIA Mobile in Anantapur Submitted by me to the GGSIPU Delhi, is a bonafide work undertaken by me and it is not submitted to any other University or Institution for the award of any degree diploma / certificate or published anytime before.

Name: N. Naveenkumar Signature of the Student: Enrollment No: 114G1E0031 Semester: 1st Date:

Abstract
The main objective of the project is to study the satisfaction levels of customers, Product awareness and Consumer Behavior with reference to NOKIA mobile handset users. Nokia has played a pioneering role in the growth of cellular technology in India, starting with the first-ever cellular call a decade ago, made on a Nokia mobile phone over a Nokia-deployed network. Nokia started its India operations in 1995, and presently operates out of offices in New Delhi, Mumbai, Kolkata, Jaipur, Lucknow, Chennai, Bangalore, Hyderabad, Pune and Ahmedabad. The Indian operations comprise of the handsets business; R&D facilities in Bangalore, Hyderabad and Mumbai; a manufacturing plant in Chennai and a Design Studio in Bangalore. Over the years, the company has grown manifold with its manpower strength increasing from450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia Siemens Networks). Today, India holds the distinction of being the second largest market for the company globally . The most common way of research design is the Descriptive research design is use and methodology primary source of data were utilized for study. Sampling Design For the purpose of the study, the data has been collected in different places of market especially in Retail shops, metro station & Shopping mall.100 customers were randomly selected for the study By this project Ill be able: Find out the satisfaction levels of customers, towards the Product attributes like Features, Appearances, Battery backup, Audio output and Software compatibility of Mobile. This study help the NOKIA to recognize the factor which have more satisfaction level and which factor have more dissatisfaction level and which factor have more dissatisfaction level

Table of Contents
Chapter 1 Introduction a. Background b. Purpose of this Study c. Scope and focus P. No.

9 11 11

Chapter 2 Literature Survey 13

Chapter 3 Analysis a. Introduction b. Research Designs c. Assumptions, Constraints and Limitations d. Statistical Analysis (Percentage analysis) e. Statistical Analysis (Chi-square)

18 20 21 22 24

Chapter 4 . Conclusions and Discussion a) Summary of Findings b) Suggestions & Recommendations c) Conclusions 34 35 35

Chapter 5 a) Appendix b) Reference 37 39