A STUDY ON CUSTOMER SATISFACTION VIVO

SMARTPHONE

CUDDALORE DISTRICT

A STUDY ON CUSTOMER SATISFACTION VIVO SMARTPHONE

PROJECT REPORT
Submitted By
P.POOVARASAN
Register No: 310520631026

Under The Guidance Of

Dr.G.Amutha
Assistant Professor
POST GRADUATE DEPARTMENT OF MANAGEMENT STUDIES

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

OF

DHANALAKSHMI SRINIVASAN COLLEGE OF

ENGINEERING AND TECHNOLOGY

ANNA UNIVERSITY

CHENNAI – 600 025

OCTOBER 2021

1
 DHANALAKSHMI SRINIVISAN COLLEGE OF ENGINEERING AND
TECHNOLOGY

DEPARTMENT OF MANAGEMENT STUDIES

ECR, Mamallapuram, Chennai-603104

Phone: 044-27442844, 27443844

BONAFIDE CERTIFICATE

Certified that this report titled A STUDY ON CUSTOMER SATISFACTION VIVO

SMARTPHONE is the bonafide work of POOVARASAN.P, Register No : 310520631026

who carried out the work under my supervision certified further that to the best of

my knowledge the work reported here in does not form part of any other

project report on the basis of which a degree or award was conferred on an earlier

occasion on this or any other candidate.

Dr. G. Amutha

(Faculty In charge) (Head of the Department)

2
 DECLARATION

I am POOVARASAN.P , a Bonafide student of DHANALAKSHMI SRINIVASAN

COLLEGE OF ENGINEERING & TECHNOLOGY, hereby declare that the project

entitled A STUDY ON CUSTOMER SATISFACTION VIVO SMARTPHONE

submitted in partial fulfillment for the award Of Degree of MASTER OF BUSINESS

ADMINISTRATION is my original work.

Place:

Date:

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 ACKNOWLEDGEMENT

I express my sincere and profound thanks to our most respected chairman Thiru.

A.SRINIVISAN

for providing me a congenial academic environment.

My Heartfelt thanks to Principal Dr. V.SEKAR, for giving us the environment and motivate us

to do the project

I thank the Vice Principal Dr. V. JANAKIRAMAN for his constant encouragement and

support to do

the project

At this juncture I thank sincerely Dr. G. AMUTHA Head of the P.G. Department of

Business Administration for her support and guidance for the completion of the project.

My sincere thanks to my guide Dr. G. AMUTHA who gave me all the manual inputs and

also guided me with dedication for the smooth completion of the project,

I also record my thanks and gratitude to all the Faculty Members of the Department of

Management Studies and Dhanalakshmi Srinivasan College of Engineering and Technology.

And last but not least my profound thanks to my parents for their dedicated support and

above all my ardent thanks to the Almighty who had showered his blessings on me for

the successful completion of the project.

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 LIST OF TABLE

S.NO TABLE OF TITLE PAGE

NO
1 GENDER

2 AGE

3 MARITAL STATUS

4 EDUCATIONAL QUALIFICATION

5 OCCUPATIONAL STATUS

6 MONTHLY INCOME

7 NATURE OF FAMILY

8 FAMILY MEMBERS

9 ABOUT ENQUIRNG THE PRODUCT

10 KNOW ABOUT THE VIVO MOBILE

11 ADVERTISMENT IN WHICH MEDIA HAVE YOU SEEN

12 USAGE OF VIVO SMARTPHONE

13 MODE OF PAYAMENT

14 AWERNESS OF SERVICE FACILTY

15 OTHER PERSON IN YOUR FAMILY OWN VIVO SMART

PHONE
16 YOU DECIDE TO BUY VIVO SMARTPHONE

17 FACTORS TO BE CONSIDERED WHILE PURCHASING VIVO

SMARTPHONES

18 STYLISH APPERANCE TO VIVO SMARTPHONES

19 SMART PHONE RANK

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20 RANKING OF VIVO SMARTPHONE

21 BATTERY BACKUP

22 BETTER SPEAKER

23 PLAY GAME

24 INFLUENCE OF THE FOLLOWING FACTORS PURCHASING

VIVO MOBILES AT IS FACTORY LEVEL OF TO YOUR VIVO
SMARTPHONE
25 SATISFACTORY LEVEL OF TO YOUR VIVO SMARTPHONE

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 LIST OF CHART

S.NO CHART OF TITLE PAGE

NO
1 GENDER

2 AGE

3 MARITAL STATUS

4 EDUCATIONAL QUALIFICATION

5 OCCUPATIONAL STATUS

6 MONTHLY INCOME

7 NATURE OF FAMILY

8 FAMILY MEMBERS

9 ABOUT ENQUIRNG THE PRODUCT

10 KNOW ABOUT THE VIVO MOBILE

11 ADVERTISMENT IN WHICH MEDIA HAVE YOU SEEN

12 USAGE OF VIVO SMARTPHONE

13 MODE OF PAYAMENT

14 AWERNESS OF SERVICE FACILTY

15 OTHER PERSON IN YOUR FAMILY OWN VIVO SMART

PHONE
16 YOU DECIDE TO BUY VIVO SMARTPHONE

17 FACTORS TO BE CONSIDERED WHILE PURCHASING VIVO

SMARTPHONES

18 STYLISH APPERANCE TO VIVO SMARTPHONES

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19 SMART PHONE RANK

20 RANKING OF VIVO SMARTPHONE

21 BATTERY BACKUP

22 BETTER SPEAKER

23 PLAY GAME

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 CHAPTER-I

INTRODUCTION TO THE STUDY

Who Is Customer

In sales, commerce and economics, a customer (sometimes known as a client, buyer, or

purchaser) is the recipient of a good, service, product or an idea-obtained from a seller, vendor, or
supplier via a financial transaction or exchange for money or some other valuable consideration.

Customer Satisfaction
The definition of customer satisfaction has been widely debated as organizations increasingly attempt
to measure it. Customer satisfaction can be experienced in a variety of situations and connected to both
goods and services. It is a highly personal assessment that is greatly affected by customer expectations.
Satisfaction also is based on the customer’s experience of both contact with the organization (the
“moment of truth” as it is called in business literature) and personal outcomes. Some researchers define a
satisfied customer within the private sector as “one who receives significant added value” to his/her
bottom line—a definition that may apply just as well to public services. Customer satisfaction differs
depending on the situation and the product or service.

A customer may be satisfied with a product or service, an experience, a purchase decision, a

salesperson, store, service provider, or an attribute or any of these. Some researchers completely avoid
“satisfaction” as a measurement objective because it is “too fuzzy an idea to serve as a meaningful
benchmark.”4 Instead, they focus on the customer’s entire experience with an organization or service
contact and the detailed assessment of that experience.
For example, reporting methods developed for health care patient surveys often ask customers to rate
their providers and experiences in response to detailed questions such as, “How well did your physicians.

Defined Of Customer Satisfaction

According to Philip kotler

Philip Kotler define customer satisfaction as a person’s feeling of pleasure or

disappointment, which resulted from comparing a product’s perceived performance or outcome against
his/her expectations.

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According to Oliver (1980)

defines that “Customer satisfaction is a summary psychological state when the emotions
surrounding disconfirmed expectations are coupled with the consumer’s prior feelings about consumption
experience”.

According to Churchill and Surprenant (1982),

“Customer satisfaction is an output, resulting from the customer’s pre-purchase

comparison of expected performance with perceived actual performance and incurred cost”.
(Agarwal, Singhal, 2013)

Important of customer satisfaction :

 It’s a leading indicator of consumer repurchase intentions and loyalty

 It’s a point of differentiation
 It reduces customer churn
 It increases customer lifetime value
 It reduces negative word of mouth
 It’s cheaper to retain customers than acquire new ones

1. It’s a leading indicator of consumer repurchase intentions and loyalty

Customer satisfaction is the best indicator of how likely a customer will make a purchase in
the future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they will
become repeat customers or even advocates.

2. It’s a point of differentiation

In a competitive marketplace where businesses compete for customers; customer

satisfaction is seen as a key differentiator. Businesses who succeed in these cut-throat environments are
the ones that make customer satisfaction a key element of their business strategy.

3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that price is not the main reason
for customer churn; it is actually due to the overall poor quality of customer service.

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 Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall quality of
your customer service.

4. It increases customer lifetime value

A study by Info Quest found that a ‘totally satisfied customer’ contributes 2.6 times more revenue
than a ‘somewhat satisfied customer’. Furthermore, a ‘totally satisfied customer’ contributes 14 times
more revenue than a ‘somewhat dissatisfied customer’. Satisfaction plays a significant role in how much
revenue a customer generates for your business.

5. It reduces negative word of mouth

i. McKinsey found that an unhappy customer tells between 9-15 people about their
experience. In fact, 13% of unhappy customers tell over 20 people about their
experience.
ii. That’s a lot of negative word of mouth.
iii. How much will that affect your business and its reputation in your industry?
6. It’s cheaper to retain customers than acquire new ones

This is probably the most publicized customer satisfaction statistic out there. It costs six to seven
times more to acquire new customers than it does to retain existing customers.

If that stat does not strike accord with you then there’s not much else I can do to demonstrate why
customer satisfaction is important.

Factors that influence customer satisfaction

1. Accessibility

You need to ensure that customers are able to find and access your products and services
efficiently, without barriers and friction, on their preferred channel.

2. Navigation

Navigating and browsing your store should be a straightforward and simple process. This
includes providing users who know what they want with an effective keyword search or filters but also
integrating solutions that guide unsure shoppers to help them identify suitable products quickly.

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 3. Page Load Speed

It’s a simple rule: the faster your website loads, the happier your visitors. If one of your pages
doesn’t appear lightning-fast, your customer will move on to speedier online stores. In fact, the Aberdeen
Group found that,

4. Language

Speaking to your customers in their preferred language is pivotal for your business. More than
50% of consumers won’t make a purchase if information about a product isn’t available in their language.

5. Memory

According to Harvard Business Review, customers become frustrated if they have to repeat
themselves. Consumers feel comfortable switching from one channel to another and expect their
information and data to follow them along. They don’t want to be asked for the same details over and
over again, regardless of the channel or department, they’re interacting with.

6. Personalized

It’s kind of ironic that shoppers want personalized experiences in a sphere in which so many
business and personal interactions can be anonymous.

7. Convenience
Convenience is an essential element of a positive customer experience. It influences how
customers make decisions about what to buy, what services to use, where to go, and with whom to
engage.
8. Intuition
Customers value companies that “really get them”. Some companies simply have a good intuition
or “sixth sense”. They are proactive and anticipate the needs and emotions of customers. Companies who
know what their customers want before they want it or solve a problem before customers even know it
exists are able to create better, more convenient experiences and a trust-based relationship.

9. Real-Time
If you want to capture the attention of your audience, think about how you can take advantage of
real-time experiences. It’s about showing up when your customers need you. Real-time interactions are

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becoming increasingly important to the modern consumer. They expect real-time responses and faster
resolutions.
10.Simplicity
Simplicity is key. It is one of the easiest ways to improve your chances of getting your customer’s
business is by making the process as simple as possible. You need to take away the intricacy and
complexity related to decision-making by advising and supporting customers throughout their journey.

11.Logic
There is a difference between emotional customer satisfaction and logical customer satisfaction.

12.Deliverability
According to an Consultancy report, 48% of customers are not willing to wait more than five
days for most of their purchases, while 23% said they would be willing to wait eight days or more.

13.Choice
The more choices you can give your customers during the buying process, the more
likely they are to feel in control of the experience that they have with your brand.

14. Community
Today, customers are doing more and more research online before they make a purchase. It’s
important to consider the community that exists around your brand. Even if you don’t have an active part
in building your community, one will form around your business – on social media, websites, and review
forums.

15. Moment of Truth

Finally, the “moment of truth”. It defines the make-or-break moments in the customer journey,
that influence whether the customer will continue the journey, complete the task or interaction and
continue to business with you. If things go awry during these specific moments, consumers will not
complete the interaction and will go elsewhere.

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CUSTOMER BEHAVIOUR

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals."
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In
a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus employees
on the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of
problems that can affect sales and profitability.

These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive
word-of-mouth marketing, which is both free and highly effective."

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do

this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has met or
exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely rate their experience as
less than satisfying.

1.2 STATEMENTOF THE PROBLEM

Mobile phone has now become the basic need of every person in their life. Understanding of brand
preference is essential aspects as it reflect the customer choice, purchase of particular brand, performance,
style and satisfaction of the customer. Along with the smart phone fundamental capabilities to make voice
call, video call, and SMS, and MMS, smart phones have been repositioned as a “new information
medium”.

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 In other words, smart phones have extended list of information processing functionalities such as
managing personal time schedule, accessing Internet contents, editing documents, utilizing location-
awareness function, and many other exciting applications. All these functionalities are delivered through
the software installed on the smart phone. It is stressing that the ever increasing importance of mobile
software and other mobile contents are solicited by the prevalent of smart phone

The study is restricted to cuddalore District, which is no doubt an economically richest and
cosmopolitan city. cuddalore District has tremendous potential for all the products and services, because
people of various religions, languages, cultural backgrounds and demographic and socio economic
characteristics live in this area.

OBJECTIVES OF THE STUDY

The study was under taken to identify the following objectives:

 To study the socio-economic characteristics of the sample respondents.
 To know the level of satisfaction of customers towards smart phones
 To Analyze the awareness level towards the smart phones in terms of
features applications services etc..
 To study the factors top be considered while purchasing smart phones
 To offer suggestions based on the quality of smart phones

LIMITATIONS OF THE STUDY

 The geographical area was limited on “Cuddalore” city only.

 Time was a limited factor for the study.
 The researcher is content with only limited to Smartphone users.
 The study is purely based on 100 respondents only.
 Due to convenience sampling the result arrived upon may not be accurate

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 RESEARCHMETHODOLOGY
MEANING
Research refers to the process of gathering information for the purpose of initiating,
modifying or terminating a particular investment or group of investments.

DEFINITION
Research defines to a critical, careful investigation or enquiry or examinations having as its
aims newly discovered facts.

RESEARCH DESIGN
The task of defining the research problem is the preparation of the design of the research
project.

SAMPLE DESIGN
Measuring a small portion of something and then making a general statement about the whole
thing and Process of selecting a number of units for a study in such a way that the units represent the
larger group from which they are selected. Sampling makes possible the study of a large,
heterogeneous (different characteristics) population. The universe or population to be studied maybe
too large or unlimited that it is almost impossible to reach all of them. Sampling makes possible this
kind of study because in sampling only a small portion of the population maybe involved in the study,
enabling the researcher to reach all through this small portion of the population.

CONVENIENCE SAMPLING
When population elements are selected for inclusion in the sample based on the ease of
access, it can be called convenience sampling. Under this study convenience Sampling is adopted.

DATA COLLECTION
Data collection is a term used to describe a process of preparing and collecting data - for
example as part of a process improvement or similar project. The purpose of data collection is to
obtain information to keep on record, to make decisions about important issues, to pass information on
to others.

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PRIMARY DATA
The primary data are those which are collected afresh and for the first time, and thus happen
to be original in character. In order to collect this primary data, a questionnaire was designed with
question with both open ended and close ended question which will cover the overall information
needed to this study.

SECONDARY DATA
The secondary data were collected from different sources. In the current context the
secondary data was collected through published books, company personal records, journals,
magazines, websites etc…

RESEARCH PROBLEM
Research problems refer to some difficulty which a researcher experiences in the contexts of
either a theoretical or practical situation and want to obtain a solution for the same. The research
problem here is to study the effectiveness of agency network of capital pharma.

AREA OF STUDY:
Cuddalore was selected for data collection 100 questionnaires for were used data collection.

SAMPLING TECHNIQUE
For this study sampling technique used is convenience sampling.

POPULATION SIZE
All elements under consideration in any of enquiry constitute to be the population in this
study population constitutes to those who are using smartphones

SAMPLE SIZE
The sample size is 100 of the total population.

RESEARCH PERIOD
The research conducted for the period of 30 days.

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TOOLS FOR DATA COLLECTION
 Simple percentage,
 Chi-square test,
 Ranking

SIMPLE PERCENTAGE
A percentage analysis is used to interpret the data by the researcher for the analysis and
Interpretation. Through the use of percentages; the data are reduced in the standard form with base
equal to 100 which fact facilities relative comparisons.
In the percentage analysis, percentage is calculated by multiplying the number of
Respondents into hundred and it are divided by the sample size.
No. of respondents
___________________________________×100
Sample size

LEVEL OF MEASUREMENT
The five response categories are often believed to represent an Interval level of measurement.
But this can only be the case if the intervals between the scale points correspond to empirical
observations in a metric sense. In fact, there may also appear phenomena which even question the
ordinal scale level.

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 CHAPTER SCHEME
The study has been presented in five chapters.

Chapter- I
This chapter deals with introduction, introduction of the study, statement of the problem,
objectives of the study, scope of the study, limitation of the study, research methodology, chapter
scheme.

Chapter –II
The second chapter deals with review of literature.

Chapter –III
The third chapter deals with profile of the organization, industry profile.

Chapter –IV
This chapter contains data analysis and interpretation of data in the form of tables and charts.

Chapter –V
This chapter contains summary of findings, suggestions, and conclusion.

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 CHAPTER –II

REVIEW OF LITERATURE

Review of literature is the study of the prevalent materials related to topic of research .This helps the
researcher to get a clear idea about the particular field. It is important for the researcher to carry out the
research successfully. It is further intended to serve as a means of exchanging information with the hope that it
could prevent further implications of the respondents to determine what is already known from similar
research. The knowledge of other research literature is very important for marketing research. Either to prove
or disprove his findings with those or others certain number of literature has been review of enlisted.

Uchin Lee, et al. (2010)1have studied the negative aspects of smartphone overuse on young adults, such
as sleep deprivation and attention deficits, are being increasingly recognized recently. This emerging issue
motivated us to analyse the usage pattern related to smartphone overuse. The paper is also analysed the usage
data of identify between group usage differences, which range from the overall usage patterns to app-specific
usage pattern.

Jim Puzzanghera,(2014)2 reveals the fact about a famous company named Google. Google has done
In-app purchase fraud to the users they call it “family-fraud” or an “friendly - fraud”, the matter says that many
children has purchased virtual items used in games & other apps costing from 99 cents to 200 $, where parents
were not aware about the billing, and in this matter company has accepted the claim & agreed to refund U.S 19
million $ to parents billed for unauthorized purchases by their children while using mobile apps.

Dr. T. N. R. kavitha and Mr. R. MohanaSundaram3 (2014) their study entitled “A Study on
Customer Satisfaction towards Samsung Mobile Phone in Erode City”. This paper carried out with an
objective to determine the consumer preference and satisfaction.

VipanBansal and BinduBansal (2013)4 “Have studied the Customer satisfaction of mobile
phone service users operating in Malwa Punjab” This paper is used to trace the reason for purchasing
mobile phones and usages of mobile phone applications. This study revealed that
1 VipanBansal, BinduBansal. ABAC Journal. 2031; 33(3):30-40.
2 .Dr.Kavitha TNR, Mr.MohanaSundaram R. IOSR Journal of Business and Management (IOSR-
JBM) e-ISSN: 2278-487x : 2319-7668. 01-03.
3 .Uchin Lee. Knowledge service Engineering department, 2012

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 4. Goodman, Paul S; Fichman, Mark; Lench, F Javer, Snyder, Pamela R, Customer Firm
Relationships, Involvement, And Customer Satisfaction, Academy of Management Journal, 1995,
Vol.38, Issue 5, pp 1310-1324

SMS is the most widely used Valued Added Service. The results revealed that most of the respondents
were satisfied with their current service provider show maximum willingness for shifting to Airtel.

Goodman et al (2005)5 examined the relationships among levels of involvement between customers and
suppliers, customers evaluations of core and peripheral factors in their transactions and customers and overall
those less involved. Peripheral aspects, such as supplier responsiveness to customer inquiries, appeared to
influence how customers evaluated a core product as well as their overall satisfaction.

Reddy (2005)6 states that are not enough if the product meets the fictional requirements of the
customer; it should meet certain other customer expectations like behavior of the person who provides service.
Customer satisfaction is the combination of both technical features and human behavioral aspects.

Kennedy & Schneider (2000)7 states, that in the changing economy, know ledges is as important as
product/ service which is becoming globally standardized. Companies gain competitive advantage through
constant innovation; better targeting customers and additional service. Customer satisfaction has been an
important aspect for every organization due to constant innovation in components or service.

According to Laurie Cutts, (2013)8 mobile adoption is ridiculously fast. Smartphones have spread
faster than any consumer technology in human history, reaching market maturity faster than radio, TV, the
commercial Internet and many other devices and technologies. According to Nielsen, 61% of US mobile
subscribers now own a smartphone. This trend isn’t exclusive to the US. By the end of 2012, several markets
worldwide reached a key milestone with over half of mobile phone users in five other countries—South Korea,
Norway, Sweden, Australia, and the UK, having made the switch from feature phones to smartphones
. 5. Reddy, M. Madhukar, customer satisfaction management in service industry, published in beacon-
NIQR, Bangalore, july –September 2005,pp 1-4
6. McColl-Kennedy, j; Schneider, U, Measuring customer satisfaction: why, what and how, Total
Quality Management, 2000, vol.11, No.7, pp 883- 896
7. Jim Puzzanghera (2014), Google to refund at least $19 million for kids' in-app purchases,
http://www.theage.com.au/digitallife/smartphone-apps/google-to-refund-at-least-19-million-for- kids-inapp-
purchases-20140905-10cvnl.html,
8.Vikasgulati (2013),http://www.techinasia.com/mobile-advertising-trends-2013

21
 Vikasgulati, (2013)9 reveals that the Mobile performance marketing will get mainstream; much of the
work on mobile advertising has been focused on rich media formats and app creation. Marketers have been
focusing on creating mobile campaigns based on rich media formats that grab consumer attention. However, as
mobile advertising now begins to get mainstream, the focus would also shift toward performance. Mobile, like
all digital, is highly measurable - one would see advertisers looking for response/outcome-focused campaigns
such as leads, acquisition, or any other definitive actions that enhance the ROI of the marketing budgets.

Jeffrey R. Young (2011)10concluded to some thoughts on academics side, he states that in previous
days people use to carry around a computer, camera & GPS device everywhere they went, but now-a –days it
is easy for professor & administrator to adjust everything into a single device, that is Smartphone. Many
activities such as checking e-mails, taking attendance, collecting data, reading scholarly articles, recording
notes, using textbook tools, preparing student material, etc. which are time taking, important, may be
calculative ,etc. are out of thoughts turned to be easy & manageable due to Smartphone application.

Verkasalo’s (2010)11 defines social influence as the degree to which people have the impression that
important others ensure they would better use a new system. We consider the interpersonal factors as social
influencers in this paper because Smartphone is regarded as a new information technology mobile device
which creates uncertainty about individuals expected consequences. Additionally, consumers tend to consult
with their social network about this uncertainty rather than consulting the external factors such as media and
expert opinions before making a decision to use Smartphone (Lopez-Nicolas et al., 2008)
____________________________

. 9 .Jeffrey r. young (jan,2011), Chronicle.com/article/6-top-smartphone-apps-to/125764

10.Alsmadi, Amos, C, Holmes, G and Strutton, D (2008), International Journal of Advertising,
Vol.27, No. 2, pp.209-234
11 Verkasalo, H. L., “Analysis of users and non-users of smartphone applications”, Telematics and
Informatics, Vol. 27, No. 3, November, 2010, pp. 242-255

S.Namasivayam, M.Prakash and M.Krishnakumar (2014), 12 Customer Satisfaction should be the main
aim of a business. It is essential for businesses to effectively manage customer satisfaction. To be able do this,
firms need reliable and representative measures of satisfaction. The importance of customer satisfaction
diminishes when a firm has increased bargaining power The researcher has conducted this study to find out the
level of customer satisfaction towards Samsung smart phones. The target respondent includes those customers
who are using the Samsung smart phones. The collected data was edited, coded and tabulated by using some
statistical tools.

22
 Subramanyam and Venkateswarlu (2012)13 conducted a study on factors influencing buyer
behavior of mobile phone buyers in Kadapa district in India. The researchers studied the various types of
marketing strategies adopted by market to acquire the attention and cognition of both existing and potential
customers, and to study what role these marketing strategies play in consumer buying process. According to
the results, income, advertising and level of education in a family are the determining factors of owning a
mobile phone set.

Malasi (2012)14 examined the influence of product attributes on mobile phone preference among
undergraduate university students in Kenya. The study indicated that varying the product attributes‟ has an
influence on the undergraduate students‟ preferences on mobile phones. Various aspects of product and brand
attributes were considered such as color themes, visible name labels, and mobile phone with variety of models,
packaging for safety, degree of awareness on safety issues, look and design of the phone

___________________________

12 .S.Namasivayam, M.Prakash and M.Krishnakumar (2014), A Study on Customer Satisfaction

Towards Samsung Smart Phones With Referance to Coimbatore City, INDIAN JOURNAL OF APPLIED
RESEARCH, Volume : 4 | Issue : 5 | May 2014

13. Subramanyam and Venkateswarlu (2012).Factors Influencing Buyer Behaviour of Mobile Phone
Buyers in Kadapa District. Indian Journal of Research, 1(11), 3-5

14.Malasi J. M. (2012). Influence of Product Attributes on Mobile Phone preference among university
students: A Case of Undergraduate students. International Journal of Academic Research in Economics and
Management Sciences. 1(6), 10 – 16

23
 CHAPTER - III

COMPANY PROFILE

A mobile phone, cell phone, cell phone, or hand phone, sometimes shortened
to simply mobile, cell or just phone, is a portable telephone that can make and
receive calls over a radio frequency link while the user is moving within a
telephone service area. The radio frequency link establishes a connection to
the switching systems of a mobile phone operator, which provides access to
the public switched telephone network (PSTN). Modern mobile telephone
services use a cellular network architecture, and, therefore, mobile telephones
are called cellular telephones or cell phones, in North America. In addition to
telephony, 2000s-era mobile phones support a variety of other services, such
as text messaging, MMS, email, Internet access, short-range wireless communications (infrared,
Bluetooth), business applications, video games, and digital photography. Mobile phones offering only
those capabilities are known as feature phones; mobile phones which offer greatly advanced computing
capabilities are referred to as smart phones.

The development of metal-oxide-semiconductor (MOS) large-scale integration (LSI) technology,

information theory and cellular networking led to the development of affordable mobile communications.
The first handheld mobile phone was demonstrated by John F. Mitchell and Martin Cooper of Motorola in
1973, using a handset weighing c. 2 kilograms (4.4 lbs).In 1979, Nippon Telegraph and Telephone (NTT)
launched the world's first cellular network in Japan.[citation needed] In 1983, the DynaTAC 8000x was
the first commercially available handheld mobile phone. From 1983 to 2014, worldwide mobile phone
subscriptions grew to over seven billion—enough to provide one for every person on Earth. In first
quarter of 2016, the top Smartphone developers worldwide were Samsung, Apple, and Huawei, and
Smartphone sales represented 78 percent of total mobile phone sales. For feature phones (slang: “dumb
phones”) as of 2016, the largest were Samsung, Nokia, and Alcatel.

History

1940s Motorola developed a backpacked a backpacked two-way radio, the Walkie –Talkie and a
large hand-held two-way radio for US military. The same technology developed further and produced the
mobile phone that we know today.

24
 Dr. Martin cooper of Motorola is considered to be the inventor of the
first partial mobile phone. On April 3,1973, Martin placed a cell to rival Joel
Engel, head of research at AT&T’s Bell Labs, while walking the streets of New
York City Motorola.

Generation mobile phone

1G refer to the first generation of wireless telephone technology,

mobile telecommunication which was first introduced in 1980s and
completed in early 1990s.

 It’s speed was up to 2.4 kbps.

 It allows the voice calls in 1country

 1G network use Analog Signal

 AMPS was first launched in USA in 1G mobile Systems.

2G Technology

 2G technology refers to the 2nd generation which is based on GSM.

 It was launched in Finaland by Radiolinja in the year 1991.

 2G network use digital Signals

 It’s data speed was up to 64kbps

Features Includes:

 It enables service such as text messages, picture message and MMS (multi media message)
 It provide better quality and capacity

25
2.5 G Technology

 2.5 G is a technology between the second (2G) and third (3G) generation of
mobile telephony.
 2.5 G is sometimes descried as 2G cellular technology combined with GPRS.

Features Includes:

 Phone Calls
 Send/Receive E-mail Message
 Web Browsing
 Speed : 64-144 kbps
 Camera Phones
 Take a time of 6-9 mins. To download a 3 mins. Mp3 song.

3G Technology

 3G technology refer to third generations which was introduced 2000s

 Data Transmission speed increased from 144kbps-2Mbps.
 Typically called smart phones and features increases its bandwidth and data transfer rates to
accommodate web-based applications and audio and video files.

Features of 3G Technology

 Providing Faster Communication

 Send/Receive Large Email Messages
 High speed web/ more security Video conferencing/ 3D gamming
 Tv streaming / mobile TV/ phone calls
 Large capacities and broadband capabilities
 11 sec -1.5 min. time to download a 3 min Mp3 song.

4G Technology

 4G technology refer to or short name of fourth generation which was

started from late 2000s.
 Capable of providing 100 Mbps – 1 Gbps speed .
 One of the basic term used to describe 4G is MAGIC.

26
Features Include:

 More security
 High speed
 High capacity
 Low cost per-bit etc,

5G Technology

 5G technology refer to short name of fifth generation which was started from late
2010s.
 Complete wireless communication with almost no limitations.
 It is highly supportable to WWWW (W)

Smart phone

Smartphones are a class of mobile phones and of multi-purpose mobile computing devices. They
are distinguished from feature phones by their stronger hardware capabilities and
extensive mobile operating systems, which facilitate wider software, internet
(including web browsing over mobile broadband), and multimedia functionality
(including music, video, cameras, and gaming), alongside core phone functions such
as voice calls and text messaging. Smartphones typically contain a number of metal–
oxide–semiconductor (MOS) integrated circuit (IC) chips, include various sensors
that can be leveraged by their software (such as a magnetometer, proximity sensors,
barometer, gyroscope, or accelerometer), and support wireless communications protocols (such as
Bluetooth, Wi-Fi, or satellite navigation).

Early smartphones were marketed primarily towards the enterprise market, attempting to bridge
the functionality of standalone personal digital assistant (PDA) devices with support for cellular
telephony, but were limited by their bulky form, short battery life, slow analog cellular networks, and the
immaturity of wireless data services. These issues were eventually resolved with the exponential scaling
and miniaturization of MOS transistors down to sub-micron levels (Moore's law), the improved lithium-
ion battery, faster digital mobile data networks (Edholm's law), and more mature software platforms that
allowed mobile device ecosystems to develop independently of data providers.

In the 2000s, NTT DoCoMo's i-mode platform, BlackBerry, Nokia's Symbian platform, and
Windows Mobile began to gain market traction, with models often featuring QWERTY keyboards or

27
resistive touchscreen input, and emphasizing access to push email and wireless internet. Since the
unveiling of the iPhone in 2007, the majority of smartphones have featured thin, slate-like form factors,
with large, capacitive screens with support for multi-touch gestures rather than physical keyboards, and
offer the ability for users to download or purchase additional applications from a centralized store, and
use cloud storage and synchronization, virtual assistants, as well as mobile payment services.

Improved hardware and faster wireless communication (due to standards such as LTE) have
bolstered the growth of the smartphone industry. In the third quarter of 2012, one billion smartphones
were in use worldwide. Global smartphone sales surpassed the sales figures for feature phones in early
2013

VIVO SMART PHON:

The brand logo of vivo is in sky-blue

The mobile phone industry has entered the era of smart phones; consumers now have quite
different views and demands of mobile devices. In this context, BBK have started a new mobile phone
brand “vivo” for smart phone era, which is their promotion focus over the years to come. BBK is a
corporate brand, which has carried years of reputation for reliable quality and strong manufacturing
capability serving new brand vivo.

vivo specializes in creating smart user-friendly products with exceptional sound quality and a
trendy appearance for young and fashionable generation. Creating new surprises and pursuing excellence
are hallmarks of vivo brand.

28
 It takes ages to gather dots to build up your reputation and establish a brand, which bears our
corporate dedication
on to superior product performance, fine service quality, and commitment to customer
satisfaction. The vivo brand provides us with an opportunity to build a brand
brand-new
new corporate image. To
this extent, we shall do what is right and do them well, and stay on track along the way.

The word “vivo” comes from Ancient Latin and Italian. It was from 600 B.C to 600 A.D., when
great heroes like Caesars and Octavian made great achievements; and to express their respect to these
heroes, many Roman citizens gathered in ffront of the

Senate and hailed with flowers, when they could not help but making “[‘vi:v
“[‘vi:vəu]”
u]” sounds, which
helped people then to establish the adjective
adjective—vivo.

In modern times, with the Italian opera getting more and more popular, we feel it is quite hard to
express our amazement and compliment of masterpieces by music masters like Verdi and Puccini.
Therefore, the word vivo has been employed, which adds implicat
implications
ions like likeness and vitality of
outstanding arts to the word vivo.

In short, vivo does not only convey “dynamics and vitality”, but also expresses our heart-felt
heart
respect to heroes, masterpieces and the like. Its primitive but concise pronunciation is tthe
he very first
response we have the minute we witness the birth of newborns or occurrence of great events.

HISTORY OF VIVO

Vivo smart phone company is started by BBK which is a Music Phone company.

Vivo is a China based smart phone company which founded in 2009 by Shen wei. The
Headquarter is situated at Dongguan, Guangdong, China. The parent company of vivo is BBK electronics.

Registered in 2009 and listed in 2011, vivo's brand has been verified in more than 100 countries
and regions around the world until 2015. The year of 2015 marks the full launch of international
exploration. The first group of overseas markets includes India, Thai, Malaysia and Indonesia.

29
 It is a 50-50 joint venture between Petugal telecom and Telephonica Mobiles. It is a premium
brand in China. It has 40% of market share in china.

Marketing
 In October 2015, vivo became the title sponsor of the Indian Premier League under a two-year
deal starting in the 2016 season. In July 2017, the deal was extended until 2022. [13]

 In June 2017, vivo reached a sponsorship deal with FIFA to become the official smartphone
brand of the 2018 and 2022 FIFA World Cups.[14] The company also became a title sponsor of
India's Pro Kabaddi.

 vivo has a sponsorship deal with the NBA in China, with Golden State Warriors player Stephen
Curry endorsing the brand in China and the Philippines.

 The company contracted product placement with Marvel Studios for Captain America: Civil War,
in which vivo phones are used by Captain America and Iron Man.

 Vivo announced the partnership with the world's leading mobile game- Player Unknown’s
Battlegrounds Mobile (PUBG MOBILE) by Tencent Games and PUBG Corporation as the title
sponsor of the PUBG MOBILE Club Open 2019, one of the biggest mobile gaming tournament
in the world.

INDIAN HISTORY OF vivo:

 It enters into India in 2014 December 24 with the name of world slimmest phone X5 MAX. Its
head office is in Delhi.
 Very soon vivo will be manufactured in India as the construction is already started in Gurgaon
Delhi.
 vivo launch its product in Bhubaneswar in 12th of March 2015.With in three months it achieve
6% of the market share in Bhubaneswar and it is targeting acquire 6 to 7 % of Indian market with
in the year of 2017

MISSION:

 FOR CONSUMER:TO Provide quality product and services.

 FOR EMPLOYEE: Create a harmonious working atmosphere of mutual respect.

 FOR BUSINESS PARTNER: Provide fair, reasonable and mutually beneficial Cooperation
platform.

30
CORE VALUE:  FOR SHAREHOLDERS: Use their invested capital to have higher than average
Social return.

CORPORATE VESION:

Obligation, integrity, team spirit, superior quality, sustained learning and customer orientation. To
become a healthy world–class enterprise for long.

31
vivo has designed numerous phones, including several concept phones. vivo "V" series are
the flagship cell phone models of the company.

Y - Series vivo phones

Date
Model Series Other information
launched

Y51 Y January 2016

Y53 Y April 2017

Y55 Y February 2018

November
Y65 Y
2018

Y69 Y August 2017

Y71 Y April 2018

Y81i Y October 2018

Y81 Y August 2018

Y83 Y May 2018

32
Y85 Y May 2018

Y91C Y February 2018

December
Y91i Y
2018

November
Y91 Y Options of 2GB 16GB/2GB 32GB/ 3GB 64GB
2018

November
Y93 Y Colors: black, gold, white, more
2018

November
Y95 Y
2018

The first vivo Smartphone with Mediatek helio P35 and 5000
Y17 Y April 2019
mah battery.

November
Y19 Y
2019

33
 V - Series vivo phones

Date
Model Series Other information
launched

V1 V July 2015

V1 August
V
Max 2015

V3 V April 2016

V3
V April 2016
Max

November
V5 V
2016

V5 January
V
Plus 2017

V5 February
V
Lite 2017

V5s V May 2017

September
V7+ V It comes with 5.99-inch display, octa-core Snapdragon 450, 4GB RAM, 16
2017
MP rear camera, 24 MP front camera and 3225 mAh battery.[27] Soon after

34
 the launch, the phone was in news for wrong reasons. The phone was
launched with 24 MP camera but the Snapdragon 450 chipset used on the
phone can only support up to 21 MP camera sensor. Later vivo clarified that
the updated Snapdragon 450 can support 24 MP camera, and Qualcomm later
updated their official website to reflect the changes to the chipset.

December
V7 V
2017

March
V9 V
2018

V9
V April 2018
Youth

September
V11 V
2018

The phone comes with 6.41-inch Super AMOLED display, oct-core

V11 September Snapdragon 660, 6GB RAM, 12 MP + 5 MP dual camera, 25 MP front
V
Pro 2018 camera, 3400 mAh battery. It also has an under-display fingerprint sensor &
it has a dual engine fast charging with 18W power adapter

The vivo V11i comes with 6.3-inch display, octa-core MediaTek Helio P60
September processor, 4GB RAM, 16MP+5MP dual camera, 25MP front camera and
V11i V
2018 3315 mAh battery.

35
 This is vivo's first phone in the V series to sport a pop-up camera and a full-
screen display without a notch. It is powered by the Snapdragon 675 and has
a triple-camera setup at the back.

V15 February V15 Pro packs 6GB RAM and 128GB storage. along with dedicated
V
Pro 2019 microSD card slot to expand storage up to 256GB. It is also the first phone to
feature a 32-megapixel pop-up selfie camera. The phone has an under-display
fingerprint sensor and Face Unlock. There is also a 3700 mAh battery that
powers the phone.

February The vivo V15 was released on February 20, 2019 in India and March 20 in
V15 V
2019 Southeast Asia and Russia.

The vivo V17 released in India with 48MP Quad Camera and i-view punch
V17 V
hole display.

V17 September The Vivo V17 Pro released on September 20th 2019 in India. The first with
V
Pro 2019 32MP Dual Pop-Up Front Camera.

36
 Other vivo phones

Date
Model Series Other information
launched

It has 6.35-inch HD+ Halo Full View Display with a resolution of 720x1544
September
U10 U pixels and an aspect ratio of 19.5:9 with Qualcomm Snapdragon 665 processor
2019
and 5000mAh battery.

November It has 6.53-inch touch screen display with a resolution of 1080x2340 pixels
U20 U
2019 with Octa-core Qualcomm Snapdragon 675 processor and 5000mAh battery

It has a 6.5-inch FHD+ (2340x1080 pixels) with Vivo iView display which
Z1 Pro Z July 2019
has punch hole design with Qualcomm Snapdragon 712 AIE processor.

September It has Halo FullView Super AMOLED screen with an in-display fingerprint
Z1x Z
2019 sensor and 4500mAh battery with Vivo Flash Charge (22.5W).

S
August It has 6.38-inch AMOLED display with in-display fingerprint and powered by
S1
2019 a MediaTek Helio P65.

The Vivo S1 Pro has a 48MP Quad Camera with 32MP Front Camera, 128GB
November
S1 Pro S or 256GB ROM with 8GB RAM, Qualcomm Snapdragon 665 Processor &
2019
18W Dual Engine Fast Charging.

The X1 was the first vivo phone to use a Hi-Fi chip, developed by American
semiconductor company Cirrus Logic.vivo followed this up in 2013 by
X1 X 2012[43]
releasing the 2k-resolution screen phone, the Xplay 3s

Other popular phones in the vivo lineup include the X5 Pro, the X5 Max, and

37
 the Xshot.

X7 X July 2016

September
X20 X
2017

The X21 UD has an under screen fingerprint scanner.

X21 UD X 2018
It used the "Cleared" technology developed by Synaptic.

The X30 was launched with the latest Samsung Exynos 980 Processor with 5G
December
X30 5G X modem in the flagship Smartphone, and has a quad camera with up to 60x
2019
digital zoom.

The company launched a concept Smartphone, vivo Apex, at the Mobile

World Congress in 2018, which features a high screen-to-body ratio (91.2%), a
Nex NEX 2018
pop-up front camera, and two optical fingerprint scanners under its OLED
display. The production version was named vivo Nex.

This Is Vivo First 5G Phone. That Comes With 48MP Quad Camera Setup.
29
Vivo Z6 5G Z And Aslo Have Very Powerful Qualcomm Snapdragon 765G Processor.
February
5000mAh Battery And Android 10 Out Of The Box. Mobilehili

Nex Dual vivo launched the Nex Dual Display Edition, which features a second OLED
Display NEX screen, and triple rear cameras embodied at the back, with a lunar ring instead
Edition of a sliding module.

September
Nex 3 5G NEX The Nex 3 5G has a Snapdragon 855+ Processor.
2019

38
 CHAPTER- IV
DATA ANALYSIS AND INTERPRETATION
TABLE -1
GENDER

S.NO Particulars NO.OF.RESPONDENTS PERCENTAGE

1 Male 72 72%
2 Female 28 28%
Total 100 100%

INTERPRETATION

From the above table inferred that 72% respondents are male, 28% of respondents female

39
 CHART - 1

GENDER

200

180

160

140

120
Series2
100
Series1

80

60

40

20

0
Male Female Total

40
 TABLE - 2

AGE

S.NO PARTICULARS NO.OF.RESPONDENTS PERCENTAGE

1 Below 20 34 34%
2 21-30 Year 38 38%
3 30-40 year 22 22%
4 Above 40 year 6 6%
Total 100 100%

INTERPRETATION

From the above table inferred that, 34% of the respondents in the age group of Below 20,38% of
the respondent are in the age group of 21-30 Years, 22% of the respondent are in the age group of 30-
40 years, and 6% of respondents are in the age group of above 40 years.

41
 CHART-2

AGE

120

100
100

80

60
Series1

40
38
34

20
22

6
0
Below 20 21-30 Year 30-40 year Above 40 year Total

42
 TABLE – 3

MARITAL STATUS

S.NO MARITAL STATUS NO.OF.RESPONDENTS PERCENTAGE

1 Married 53 53%

2 Unmarried 37 37%

Total 100 100

INTERPRETATION

From the above table inferred that 53% of the respondents are male & 37% are female
respondents.

43
 CHART - 3

MARITAL STATUS

100
90
80
70
60
Series1
50
Series2
40
30

20
10

0
Married unmarried Total

44
 TABLE - 4

EDUCATIONAL QUALIFICATION

S.NO PARTICULARS NO.OF.RESPONDENTS PRESCENTAGE

1 school level 38 38%
2 collage level 44 44%
3 Professional 6 6%
4 no formal education 4 4%
5 Other 18 18%
Total 100 100%

INTERPRETATION

From the above table inferred that 6% of the respondents are the school level 38% of the
respondents are collage level 44% of the respondents and 6% of the respondents are others.

45
 SCHART - 4

EDUCATIONAL QUALIFICATION

Total
5

other

no formal education
4

PRESCENTAGE
NO.OF.RESPONDENTS
professional
3

collage level
2

school level
1

0 20 40 60 80 100 120

46
 CHART - 5

OCCUPATIONAL STATUS

S.NO PARTICULARS NO.OF.RESPONDENTS PRESCENTAGE

1 Government employees 8 8%
2 Private employees 41 41%
3 Professional 6 6%
4 self employees 5 5%
5 Other 40 40%
Total 100 100%

INTERPRETATION

From the above table inferred that 8% of the respondents are government employees, 41% of the
respondents are private employee, 6% professional,5% of the respondents are self employees and 40% of
the respondents are other.

47
 CHART - 5

OCCUPATIONAL STATUS

8%

40% Government employees

Priveate employe
professional employees

41% self employess

other

5%
6%

48
 TABLE - 6

MONTHLY INCOME

S.NO PARTICULARS NO.OF.RESPONDENTS PRESCENTAGE

1 Below 10000 22 22%
2 10001 to 15000 23 23%
3 15001 to 20000 25 25%
4 Above 20000 15 15%
5 Other 15 28%

Total 100 100%

INTERPRETATION

From the above table inferred that 8% of the respondents are, 41% of the respondents are private
employee, 6% professional,5% of the respondents are self employees and 40% of the respondents are
other.

49
 CHART - 6

MONTHLY INCOME

Series1
25
Series2

20

15

10

0
Below 10000 10001 to 15001 to Above 20000 other
15000 20000

50
 TABLE - 7

NATURE OF FAMILY

S.NO PARTICULARS NO.OF.RESPONDENTS PERCENTAGE

1 NUCLEAR 67 67%

2 JOINT 33 33%

Total 100 100%

INTERPRETATION

From the above table inferred that 67% of the respondents are Nuclear and 33% of the
respondents are joint family.

51
 CHART - 7

NATURE OF FAMILY

120

100

80

60

40

20

0
NUCLEAR JOINT Total

Series1 Series2

52
 TABLE - 8

FAMILY MEMBERS

S.NO FAMILY MEMBERS NO.OF.RESPONDENTS PERCENTAGE

1 BELOW 3 29 29%

2 ABOVE 3 MEMBER 71 71%

Total 100 100%

INTERPRETATION

From the above table inferred that 28% of the respondents have a family size of below 3
members, 71% of the respondents have above 3 members.

53
 CHART - 8

FAMILY MEMBERS

PERCENTAGE NO.OF.RESPONDENTS

100%
Total
100
2

71%
ABOVE 3 MEMBER
71

29%
BELOW 3
1

29

54
 TABLE - 9

ABOUT ENQUIRNG THE PRODUCT

S.NO PARTICULARS NO.OF.RESPONDENTS PERCENTAGE

1 Regularly 57 57%
2 Rarely 24 24%
3 Never 19 19%
Total 100 100%

INTERPRETATION

From the above table inferred that 57% of the respondents have the habit of enquiring about the
product regularly,24% of the respondents enquire rarely,19% of the respondents enquires about the
product.

55
 CHART - 9

ABOUT E
ENQUIRNG THE PRODUCT

Series1 Series2

100

57

57% 24 24%
19 19% 100%

Regularly
Rarely
Never
Total

56
 TABLE - 10

KNOW ABOUT THE VIVO MOBILE

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 Advertisement 61 61%

2 Salesmen 39 39%

Total 100 100%

INTERPRETATION

From the above table inferred that 61% of the respondents are aware of the product through
advertisement 39% the respondents through salesmen by means know about the vivo mobile.

57
 CHART - 10

KNOW ABOUT THE VIVO MOBILE

Adverismnet
salesmen

58
 TABLE - 11

ADVERTISMENT IN WHICH MEDIA HAVE YOU SEEN

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 TV 67 67%

2 News paper 33 33%

Total 100 100%

INTERPRETATION

From the above table inferred that 67% of the respondents saying TV, of the respondents are
news paper 33%.

59
 CHART - 11

ADVERTISMENT IN WHICH MEDIA HAVE YOU SEEN

Total

News paper Series2

Series1

TV

0 20 40 60 80 100 120

60
 TABLE - 12

USAGE OF VIVO SMARTPHONE

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 Less than 1 year 23 23%

2 one year 43 43%

3 two year 20 20%

4 three year 14 14%

Total 100 100%

INTERPRETATION

From the above table inferred that 23% of the respondents are less then one year users, 43% of
the respondents are two year users, 20% of the respondents are using for two years and 14% of the
respondents uses more than three years.

61
 CHART - 12

USAGE OF VIVO SMARTPHONE

100
90
80
70
60
50 Series1
40 Series2
30
20
10
0
Less than 1 one year two year three year Total
year

62
 TABLE - 13

MODE OF PAYAMENT

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 Cash 58 58%

2 EMI 42 42%

Total 100 100%

INTERPRETATION

From the above table inferred that 58% of the respondents purchases through cash and 42% of the
respondents purchases in EMI .

63
 CHART - 13

MODE OF PAYAMENT

120

100

80
Series2
60
Series1

40

20

0
Cash EMI Total

64
 TABLE - 14

AWERNESS OF SERVICE FACILTY

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 YES 72 72%

2 NO 28 28%

Total 100 100%

INTERPRETATION

From the above table inferred that 72% of the respondents saying YES, of the respondents are
NO 28%

65
 CHART - 14

AWERNESS OF SERVICE FACILTY

120

100

80

60

40

20

0
YES NO Total
Series2 72% 28% 100%
Series1 72 28 100

66
 TABLE - 15

OTHER PERSON IN YOUR FAMILY OWN VIVO SMART PHONE

NO.OF.
S.NO PARTICULARS RESPONDENTS PRECENTAGE

1 YES 56 56%

2 NO 44 44%

Total 100 100%

INTERPRETATION

From the above table inferred that 56% of the respondents saying YES, of the respondents are
NO 44%

67
 CHART - 15

OTHER PERSON IN YOUR FAMILY OWN SMARTPHONE

120

100

80

60
Series1

40 Series2

20

0
YES NO Total
Axis Title

68
 TABLE - 16

YOU DECIDE TO BUY VIVO SMARTPHONE

NO.OF.
S.NO PARTICULARS RESPONDENTS PRECENTAGE

1 Though advertisement 36 36%

Advice form friends relative and
2 other 33 33%

3 low price 24 24%

4 Brand name 7 7%

Total 100 100%

INTERPRETATION

From the above table inferred that 36% of the respondents are though advertisement, 33% of the
respondents are advice from friends relative and other, 24% of the respondents are using for low price and
14% of the respondents uses more than brand name.

69
 CHART – 16

YOU DECIDE TO BUY VIVO SMARTPHONE

Total

Brand name

low price

Advice form friends relative and other

Thourgh advertisment

0 20 40 60 80 100

Series2 Series1

70
 TABLE - 17

FACTORS TO BE CONSIDERED WHILE PURCHASING VIVO

SMARTPHONES

S.NO PARITUCULARS NO.OF. RESPONDENTS PRECENTAGE

1 Mobile features 37 37%

2 Browsing facilities 33 33%

3 Application 18 18%

4 All the above 12 12%

Total 100 100%

INTERPRETATION

From the above table inferred that 37% of the respondents are mobile features, 33% of the
respondents are browsing facilities, 18% of the respondents are application and 12% of the respondents
all the above.

71
 CHART - 17

FACTORS TO BE CONSIDERED WHILE PURCHASING VIVO

SMARTPHONES

100
90
80
70
60
50 Series1
40 Series2
30
20
10
0
Mobile Browsing Application All the Total
features facilities above

72
 TABLE - 18

STYLISH APPERANCE TO VIVO SMARTPHONES

S.NO PARITUCULARS NO.OF. RESPONDENTS PRECENTAGE

1 Strong disagree 15 15%

2 Disagree 13 13%

3 Agree 48 48%

4 strong agree 24 24%

Total 100 100%

INTERPRETATION

From the above table inferred that 15% of the respondents are strong disagree , 13% of the
respondents are disagree, 48% of the respondents are using for agree and 24% of the respondents strong
agree.

73
 CHART – 18

STYLISH APPERANCE TO VIVO SMARTPHONES

Total

strong agree

Agree Series1
Series2

Disagree

Strong disagree

0 20 40 60 80 100 120

74
 TABLE -19

SMART PHONE RANK

SMART PHONE TOTAL MEAN RANK

RANK VALUE

RANK

I II III IV V VI VII VIII

VIVO 24 17 15 13 12 9 6 4 3.42 III

24 34 45 52 60 54 42 32 343

I PHONE 39 23 15 13 9 - - - 2.27 I

39 46 45 52 45 - - - 227

SAMSUNG 19 14 13 12 13 14 8 7 3.95 IV

19 28 39 48 65 84 56 56 395

LENOVO 5 9 14 17 24 16 8 7 4.61 V

5 18 42 68 120 96 56 56 461

HTC 7 3 6 8 13 16 15 32 5.85 VI

7 6 18 32 65 96 105 256 585

LG - - - - 15 17 20 78 9.41 VIII

- - - - 75 102 140 624 941

ASUS - - - - 4 7 18 71 7.56 VII

- - - - 20 42 126 568 756

OPPO 24 18 19 17 13 9 - - 3.04 II

24 36 57 68 65 54 304

INTERPRETATION

It is observed the above table that, the I phone was ranked first by selected sample respondents
Oppo was ranked second, VIVO was ranked third, Samsung occupied fourth rank, HTC was ranked fifth,
Lenovo was ranked sixth, Asus was ranked seventh, and LG occupied by the selected sample respondents.

75
 CHART -19

SMART PHONE RANK

SMART PHONE RANK

OPPO
ASUS
LG
HTC
LENOVO Column2
SAMSUNG Column1
I PHONE
VIVO
MOBILES

0 200 400 600 800 1000

76
 TABLE – 20

RANKING OF VIVO SMARTPHONE

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 I 39 39%

2 II 37 37%

3 III 16 16%

4 IV 4 4%

5 V 4 4%

Total 100 100%

INTERPRETATION

From the above table inferred that 39% of the respondents are I , 37% of the respondents are II,
16% of the respondents are using for III and 4% of the respondents IV, 4% of the respondents are using
V.

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 CHART - 20

RANKING OF VIVO SMARTPHONE

120

100

80

60 Series1
Series2
40

20

0
I II III IV V Total

78
 TABLE – 21

BATTERY BACKUP

NO.OF.
S.NO PARTICULARS RESPONDENTS PRECENTAGE

1 Strong disagree 16 16%

2 Disagree 14 14%

3 Agree 47 47%

4 strong agree 25 25%

Total 100 100%

INTERPRETATION

From the above table inferred that 16% of the respondents are strong disagree , 14% of the
respondents are disagree, 47% of the respondents are using for agree and 25% of the respondents strong
agree.

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 CHART - 21

BATTERY BACKUP

50
45
40
35
30
25 Series2
20 Series1
15
10
5
0
Strong Disagree Agree strong agree
disagree

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 TABLE – 22

BETTER SPEAKER

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 Strong disagree 7 7%

2 Disagree 12 12%

3 Agree 41 41%

4 strong agree 40 40%

Total 100 100%

INTERPRETATION

From the above table inferred that 7% of the respondents are strong disagree , 12% of the
respondents are disagree, 41% of the respondents are using for agree and 40% of the respondents strong
agree.

81
 CHART – 22

BETTER SPEAKERS

Total

strong agree

Agree

Disagree

Strong disagree

0 20 40 60 80 100 120

Series1 Series2

82
 TABLE – 23

PLAY GAME

S.NO PARTICULARS NO.OF. RESPONDENTS PRECENTAGE

1 YES 79 79%

2 NO 21 21%
100 100%

Total

INTERPRETATION

From the above table inferred that 79% of the respondents saying YES, of the respondents are
NO 21%.

83
 CHART - 23

PLAY GAME

Total

NO Series2
Series1

YES

0 20 40 60 80 100

84
 TABLE – 24

INFLUENCE OF THE FOLLOWING FACTORS PURCHASING VIVO

MOBILE

S. PARTICULARS STRONGLY AGREE NEUTERAL DISA STRONGLY NO.OF. PERCENT

N AGREE GREE DISAGREE RESPON AGE

O DENTS

1 Suggestion on 28 21 36 10 5 100 100%

family & friends

28% 21% 36% 10% 5%

2 Price 19 55 14 9 3 100 100%

19% 55% 14% 9% 3%

3 Brand name the 16 22 37 19 6 100 100%

product 16% 22% 37% 19% 6%

4 Quality of the 21 32 23 16 8 100 100%

product
21% 32% 23% 16% 8%

5 Advertisement 26 32 12 18 11 100 100%

26% 32% 12% 18% 11%

6 After sales service 13 31 37 13 6 100 100%

13% 31% 37% 13% 6%

7 Feature 17 26 18 20 19 100 100%

17% 26% 18% 20% 19%

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INTERPRETATION

From the above table of suggestion of family & friends for 28% strongly agree, 21% of
the respondents in agree,36% of the respondents in neutral, 10% of the respondents in disagree,
5% of the respondents in strongly disagree. Price 19% of the respondents in strongly agree, 55%
of the respondents in agree, 14% of the respondents in neutral, 9% of the respondents in
disagree, 3% of the respondents in strongly agree. Brand name the product of the respondents in
strongly agree 16%,22 % of the respondents in agree,37% of the respondents in neutral, 19% of
the respondents in disagree, 6% of the respondents in strongly disagree. Quality of the product of
the respondents in 21% of strongly agree, 32% of the respondents in agree,23% of the
respondents in neutral, 16% of the respondents in disagree, 8% of the respondents in strongly
disagree. Advertisement of 26% of the respondents in strongly agree, 32% of the respondents in
agree,12% of the respondents in neutral, 18% of the respondents in disagree, 11% of the
respondents in strongly disagree. After sales service of 13% of the respondents in strongly agree,
31% of the respondents in agree,37% of the respondents in neutral, 13% of the respondents in
disagree, 6% of the respondents in strongly disagree. Feature of 17% of the respondents in
strongly agree, 26% of the respondents in agree,18% of the respondents in neutral, 20% of the
respondents in disagree, 19% of the respondents in strongly disagree.

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 TABLE - 25

SATISFACTORY LEVEL OF TO YOUR VIVO SMARTPHONE

S.NO PARTICULARS STRONGLY AGRE NEUTER DISAG STRONG NO.OF. PERCENTA

AGREE E AL REE LY RESPONDEN GE
DISAGRE TS
E
1 Sound effect 42 28 24 6 0 100 100%
42% 28% 24% 6% 0%
2 Brightness 21 47 19 8 5 100 100%
21% 47% 19% 8% 5%
3 Quality 19 36 20 16 9 100 100%
19% 36% 20% 16% 9%
4 Cost 25 32 35 5 3 100 100%
25% 32% 35% 5% 3%
5 Charity 19 36 28 16 1 100 100%
19% 36% 28% 16% 1%
6 Entertainment 28 31 27 9 5 100 100%
28% 31% 27% 9% 5%

INTERPRETATION

From the above table of sound effect for 42% strongly agree, 28% of the respondents in
agree,24% of the respondents in neutral, 6% of the respondents in disagree, 0% of the respondents in
strongly disagree. Brightness 21% of the respondents in strongly agree, 47% of the respondents in agree,
19% of the respondents in neutral, 18% of the respondents in disagree, 5% of the respondents in strongly
agree. Quality of the respondents in strongly agree 19%,36 % of the respondents in agree,20% of the
respondents in neutral, 16% of the respondents in disagree, 9% of the respondents in strongly disagree.
Cost of the respondents in 25% of strongly agree, 32% of the respondents in agree,35% of the
respondents in neutral, 5% of the respondents in disagree, 3% of the respondents in strongly disagree.
Charity of 19% of the respondents in strongly agree, 36% of the respondents in agree,28% of the
respondents in neutral, 16% of the respondents in disagree, 1% of the respondents in strongly disagree.

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Entertainment of 28% of the respondents in strongly agree, 31% of the respondents in agree,27% of the
respondents in neutral, 9% of the respondents in disagree, 5% of the respondents in strongly disagree

SATAISTICAL TOOLS

CHI – SQUARE METHOD

The chi square test is one of the simplest and most widely used non – parametric tests in
statistical work. As a non – parametric test it can be used to determine if categorical data shows
dependency or the two classifications are independent. It can also be used to make comparisons between
theoretical and actual data when categories are used.

Chi-square,
X2 =∑(O-E)2
E

Where,
O= observed frequency
E= expected frequency

OBSERVED FREQUENCY:
Table shows the relationship between the mode of payment while purchasing the vivo mobile
and of the service facility available in your vivo mobile

S.NO PARTICULARS YES NO TOTAL

1
33 72
EMI 39
2 28
9
CASH 19

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 TOTAL 58 42 100

EXPECTED FREQUENCY:

E= TOTAL ROW * TOTAL COLUMN

GRAND TOTAL

S.NO PARTICULARS YES NO TOTAL

1
30.24 72
EMI 41.76
2 28
11.76
CASH 16.24
TOTAL 58 42 100

SOLUTION:

To find the relationship between mode of payment while purchasing the vivo mobile and of the
service facility available in your vivo mobile.

Here,
H0 Null Hypothesis, there is no significant relationship between mode of payment while
purchasing the vivo mobile and of the service facility available in your vivo mobile.

H1 Alternative Hypothesis, there is significant relationship between mode of payment while purchasing
the vivo mobile and of the service facility available in your vivo mobile.

89
 CHI – SQUARE TABLE

O E O-E (O-E)2 (O-E)2

E

39 41.76 -2.76 7.6176 0.182

33 30.24 2.76 7.6176 0.252
19 16.24 2.76 7.6176 0.4691
9 11.76 2.76 7.6176 0.65
100 100 1.5531

Number of degree of freedom:

=(c-1) *(r-1)

=2-1*2-1

=1*1

=1

The table of X2 for 1 degree of freedom at 5% level = 3.84

The calculated value of 1.5531 is than less than value of 3.84

H0 is accepted at 5% level.

Conclusion:

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 Since the calculated value is positive. H0 Null hypothesis is accepted so there is no significant
relationship between the mode of payment while purchasing the vivo mobile and of the service facility
available in your vivo mobile.

CHAPTER-V

FINDINGS, SUGGESSION & CONCLSUION

The present study has brought some novel contributions towards the knowledge of vivo smart
phone and found the reason for the shift in buying behavior form the traditional vivo mobile buying in
Indian consumers.

FINDINGS OF THE STUDY:

1. 72% of respondents are male consumers .

2. 38 % of respondents are in the age group of 21-30 Year.
3. 53% Of respondents are in Married.
4. 44 % of respondents are educated collage level.
5. 41% of respondents are the worked Private employees.
6. 25% of respondents are income level are 15,001 to 20,000
7. 67 % of respondents are family based NUCLEAR.
8. 71% of respondents are family member of ABOVE 3 MEMBER.
9. 57% of respondents are enquiring the product Regularly.
10. 61% of respondents are know about the vivo mobile in advertisement.
11. 67% of respondents are advertisement in with media have you seen in TV.
12. 43% of respondents are usage of vivo smartphone in one year.
13. 58% of respondents are mode of payment in cash.
14. 72% of respondents are awareness service faculty of members .
15. 56% of respondents are other person in your family own vivo smart phone .
16. 36% of respondents are you decide to buy vivo smart phone for thought advertisements.
17. 37% of respondents are factors to be considered while purchasing vivo smartphone in level of
mobile features.
18. 48% of respondents are use stylish appearance to vivo smartphone the level of person agree.
19. 39% of respondents are ranking of vivo smart phone in so many person for 1st class.
20. 47% of respondents are mobile battery back up for the level parentage people agree.

91
 21. 41% of respondents are mobile better speaker is for the level parentage people agree.
22. 79% of respondents are game play person for level of parentage.

SUGGESTIONS OF THE STUDY

 There is a wide scope for further development smart phones.

 The world of mobile field is not static; it is always subject to change according to

technology. To keep abstracted of the technological improvement the smart phones need

refinement.

 The should get the feedback report from the customer in order to fulfill the customer

needs and wants.

 They should provide lost of new models to beat their competitors.

 37% of the sample respondents have mentioned that same mobile features in all the smart

phones, hence it is suggested that they can change the applications and features of smart

phone

 32% of the sample respondents have mentioned “quality” as the reason for changing the

smart phones. Hence, it is recommended that the company should try to improve the

quality in order to satisfy their customers,

 With regard to advertisement of the smart phone is concerned, 61% of the respondents

are highly satisfied. Hence, it can be suggested that the company should maintain its

advertisement in the same level or even more in order to maintain its customer.

92
 CONCLUSION

The study on conducted from cuddalore dist, smart phone is a highly moving, when

compared to other phone. The study about the various aspects of customer satisfaction smart

phone in cuddalore dist satisfied the following objectives ie. Handling convenience in smart

phone and the quality of service provide in smart phone. The survey conducted from cuddalore

helps to make identification over its strength and weakness of smart phone.

The customer buying a verity of vivo smart phone which satisfy his wants and they are

always influenced by his purchasing activities by some considerations which lead him to select a

particular brand or a particular operating system in preferred to other. Customer mostly preferred

smart phone. From this study I have gained lot of practical exposure about customer satisfaction

toward vivo smart phone.

93
 BIBLIOGRAPHY

BOOKS

1. Kothari C.R. Research Methodology

2. Quantitative Techniques, P.R. Vittal
3. Service marketing, Dr.V. Balu and Dr. N. premila

JOURNALS

1. Indian journal of customer satisfaction

2. Customer satisfaction of mobile users in IJAR – Indian journal
3. Journal of vivo smart phone

WEBSITES

1. www.wikipedia.com
2. www.smartphones.com
3. http://en.wikipediaia.org/wiki/customer satisfaction
4. https:/en.m.wikipedia.org/wiki/vivo(technology company)

94
 A STUDY ON CUSTOMER SATISFACTION TOWORD VIVO
SMARTPHONE WITH SPECIAL REFERNCE TO CUDDALORE
DISTRICT

1. Gender : Male female

2.Age

a)Below 20 b) 21-30 c) 30-40 d) Above 40 year

3. Martial status

a) Married b) unmarried

4. Educational qualification

a) School level b) collage level c) No formal education

d) Professional f) Other (specify)

5. Occupation

a) Government employees b) private employees c) professional employees

d) Self employees e) other

6. Income

a) Below 10,000 b) 10,001 to 15,000 c) 15,001 to 20,000 d) above 20,001

7.Nature of family

a) Nuclear b) Joint

8. number of member in your family

a) Below 3 members b) Above 3 members

95
9. Before purchasing do you the habit of enquiring the product

a) Regularly b) Rarely c) Never

10.How to you come to know about the vivo mobile

a) Advertisement b) Sales man

11. If advertisement in which media have you seen

a) TV b) Newspaper

12. How long you have been using the vivo mobile

a) Less than 1 year b) One year c) Two years d) Three year

13. What is your mode payment while purchasing the vivo mobile

a) cash b) EMI

14. Do you aware of the service facility available in your vivo mobile

a) Yes b) No

15. Do you other person in your family own a vivo mobile

a) Yes b) No

16. How to you decide to buy vivo mobile

a ) Through advertisement b) Advice from friends relative and other

c) Low price d) Brand name

17. Mention the factors to be considered while purchasing vivo mobile

a) Mobile features b)_Browsing facilities c) Application d) All the above

18.vivo mobile are you very stylish in appearance

a) Strongly Disagree b) Disagree c) Agree d) Strongly agree

19.Rank the following brand on your level of awareness

SMART PHONE BRANDS RANK

Vivo

Samsung

96
I phone

Lenovo

HTC

LG

ASUS

Oppo

20. Ranking of vivo mobile phone on the basis of its reputation

a) 1 b) 2 c) 3 d) 4 e) 5

21) Vivo mobile phone provides best battery back up

a) Strongly Disagree b) Disagree c) Agree d) Strongly agree

22) Vivo mobile phones have better speakers

a) Strongly Disagree b) Disagree c) Agree d) Strongly agree

23. Do you play games on your phone

a) yes b) No

24. In the following question select the level of influence of the following factors purchasing vivo mobile

Factors Strongly Agree Agree Neutral Disagree Strongly

Disagree

25. What is your satisfactory level to your vivo smart phone

Particulars Highly satisfied Satisfied Neutral Dis- satisfied Highly

Dissatisfied

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