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A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
BRINDAVAN COLLEGE Page 1
A STUDY on CUSTOMER SATISFACTION
Towards SAMSUNG”
...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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1 Chapter 1:
Introduction
05-24
2 Chapter 2:
Resea...
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TABLE OF THE GRAPH
TABLE.NO TITLE OF THE GRAPH PAG...
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TABLE OF CONTENTS
TABLE
NO
TITLE OF THE GRAPH PAGE...
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CHAPTER-1
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INTRODUCTION
About the mobile industry
The history...
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some telephone companies in the 1940s. Early devic...
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relatively low powered transmitters, made widespre...
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2.5 pounds and measured 9 inches long, 5 inches de...
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History:
Telephone services in India begun in a s...
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growth more recently. India has the third largest...
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While the mobile subscriber base is still growing...
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manufactures mobile handsets and network infrastr...
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Alcatel and Ericsson manufacture base station and...
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Mobile Network Statistics
India's Largest Telecom...
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Wireless Subscribers (in millions) in the Four Me...
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Mumbai 31.7
Loop Mobile, Aircel, Idea
Cellular, V...
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Teleservices
SOME FACTS & FIGURES ON INDIAN TELEC...
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Number of PCO's (Public Call Offices): 5.5 m (as ...
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BSNL - Bharat Sanchar Nigam Ltd.
TRAI - Telecom R...
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Calcutta Telephones (under BSNL)
Chennai Telephon...
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India's largest CDMA mobile operator with some 10...
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Provides cellular service in Delhi and Mumbai.
ID...
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Provides mobile phone service in 16 circles.
Spic...
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reported experience with a firm, its products, or...
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These metrics quantify an important dynamic. When...
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though its facilities and service would be deemed...
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The importance of customer satisfaction is appare...
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Make sure your employees operate with the same
pr...
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customer is always right" is at the core of a goo...
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The level of satisfaction a customer has with a c...
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people of their unfortunate experience. With soci...
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don’t start paying attention you’ll lose an oppor...
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Relevant Benchmark Data
In order to be in a posit...
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demands over time, so as to duly adjust one's own...
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customer satisfaction within the framework of the...
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CHAPTER-2
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RESEARCH
DESIGN
TITLE OF THE PROJECT:
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The title of the study or the project work is ent...
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5. To study how the satisfaction level varies fro...
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1) The study pertains to only one branch of the S...
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is to help the organization to implement the sugg...
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Primary data:- are original source, which are col...
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The questionnaire includes multi choice answers t...
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heading. This readily revealed the buying behavio...
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HISTORY
For over 70 years, Samsung has been dedic...
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taking the world in imaginative new directions. S...
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dried fish in Seoul. In 1950 when the communists ...
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Korea. This helped Samsung Electronics in many wa...
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divisions were established like Samsung Precision...
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To date, the company continues to grow with 26 di...
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1938 to 1970
In 1938, Lee Byung-chull (1910–1987)...
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Samsung diversified into many areas and Lee sough...
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settlement, Samsung Group was separated into Sams...
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facilities were developed into the telephone and ...
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believe something so absurd," adding, "When Hanso...
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Austin facility, which operates under the name Sa...
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Samsung became the largest producer of memory chi...
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Compared to other major Korean companies, Samsung...
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In 2001 Samsung Techwin became the sole supplier ...
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In the August 21st edition of the Austin American...
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S2 Skyrocket, Galaxy S2 T-Mobile, Galaxy S2 Epic ...
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Samsung Company at a glance:
Founded 1993
Founder...
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Total
equity
US$ 141.1 billion (2011)
Employees 3...
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a new line of 100% Swiss-made watches, designed b...
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Fokker, a Dutch aircraft maker:
Samsung lost a ch...
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the California-based computer maker following mas...
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Samsung Securities was one of a handful of broker...
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step in a long-discussed plan to diversify from c...
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liquid crystal display (LCD) venture for 1.08 tri...
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In January 2013, Samsung announced that it has ac...
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19 August 2011). However, it should be noted that...
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Cheil Industries is listed on the Korea Exchange ...
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Samsung Card is listed on the Korea Exchange stoc...
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Samsung Electronics Co., Ltd. is a multinational ...
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The headquarters of Samsung Engineering in Seoul
...
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Samsung Fine Chemicals is listed on the Korea Exc...
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2011. It is the largest provider of general insur...
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Samsung Heavy Industries is listed on the Korea E...
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Life had total sales of 22,717 billion won in 201...
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Samsung Securities:
Samsung Securities is listed ...
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Joint ventures
Current
aT Grain
State-run Korea A...
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manufactures and configures atmospheric loading s...
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Samsung Biologics:
Samsung Electronics Co. and Sa...
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Samsung Corning Precision Glass is a joint ventur...
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Samsung Thales Co., Ltd. (until 2001 known as Sam...
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batteries for use in hybrid-, plug-in hybrid vehi...
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Samsung Life Insurance holds a 37% stake while Sa...
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processor market. The venture was also aimed at e...
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S-LCD:
S-LCD Corporation was a joint venture betw...
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Joao Candido, the largest ship built to date in B...
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state-owned Korea Finance Corporation (26.75 perc...
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Samsung currently owns 9.6 percent of Seagate Tec...
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Major customers:
The world's largest oil and gas ...
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600,000 tonnes – the world's biggest "ship". That...
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farms and 500 MW of solar capacity, while also bu...
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BOARD OF DIRECTORS
Oh-Hyun Kwon
CFO CMO CPO coo c...
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• ViceChairman& CEO, Samsung Electronics, Head, D...
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Han-Joong Kim
• Professor Emeritus, Yonsei Univer...
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Wholesale
sales
Order
Entry
Accounting
and billi...
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SAMSUNG'S HISTORY AND ACHIEVEMENT
From its incep...
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2000-PresentPioneering the DigitalAge
The digita...
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CHAPTER-4
DATA ANALYSIS AND
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INTERPRETATION
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TABLE 1
Table showing ages of Respondents:
Sl.No...
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GRAPH -1
0
5
10
15
20
25
30
35
15
26
33
6
NUMBER...
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TABLE 2
Table showing Gender of Respondents:
Sl....
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GRAPH -2
0
10
20
30
40
50
60
52
28
NUMBEROFRESPO...
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TABLE 3
Table showing occupation of Respondents:...
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GRAPH -3
0
5
10
15
20
25
30
35
40
9
39
3
29
NUMB...
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TABLE 4
Table showing Monthly income of Responde...
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The above table shows that 45% of the respondent...
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INFERENCE:
From the survey it is clear that the ...
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TABLE 5
Table showing from where Respondents get...
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According to the survey, the customers are mainl...
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INFERENCE:
From the survey it is clear that peop...
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TABLE 6
Table showing total number of brands con...
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ANALYSIS:
72% of the customers have considered t...
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INFERENCE:
This shows that the Samsung is compet...
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Table showing time taken for final decision to b...
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ANALYSIS:
By the above table it is clear that 54...
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INFERENCE:
This makes clear that the consumers w...
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TABLE 8
Table showing who makes the final decisi...
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6 Others 00 00%
Total 80 100%
ANALYSIS:
The abov...
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INFERENCE:
From the above, it is clear greater n...
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TABLE 9
Table showing how often the Samsung prod...
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This table shows that the 78% respondents of use...
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INFERENCE:
From this graph we can make out that ...
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Table showing number of users of SAMSUNG PODUCTS...
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This table shows that the 53% of the respondents...
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INFERENCE:
Here 53% of the respondents opinioned...
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Table showing how the Respondents rate the new t...
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This table clearly the 69% indicates that the cu...
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INFERENCE:
From the survey it is clear that majo...
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Tables showing how often the Respondents go for
...
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Total 80 100%
ANALYSIS:
This table shows that th...
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INFERENCE:
From the survey it is clear that majo...
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Table showing the Quality of SAMSUNG PODUCTS:
Sl...
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as excellent by the 19% of the respondents and a...
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INFERENCE:
This makes clear that most of custome...
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Table showing the rate of the Samsung product co...
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stands at 80%. No respondents consider it as low...
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INFERENCE:
From the above, it is clear that the ...
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Table showing satisfaction of respondents regard...
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the company. This shows that the wide range of c...
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INFERENCE:
The above survey shows that most of t...
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SUMMARY OF
FINDINGS AND
CONCLUSION
SUMMARY OF MA...
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3) 48.75% of the customers are professionals and...
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10) From the survey I found out thatmost of the ...
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can also delight them, which is very important f...
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CHAPTER-6
RECOMMENDATIONS
AND SUGGESTIONS
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RECOMMENDATIONS AND SUGGESTION
1) Schemes: Attra...
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information about the customer’s likes, dislikes...
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method like TQM (Total Quality Management), PD (...
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9) Response from the employees: All employees sh...
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13) SAMSUNG is concentrating only a high class a...
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CHAPTER-7
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APPENDICES AND
ANNEXURES
APPENDICES AND ANNEXURES
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QUESTIONNAIRE
TITLE: A STUDY ON CUSTOMER SATISFA...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
BRINDAVAN COLLEGE Page 160
Mobile No: .
Occupation:
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1.AGE
18-25 [ ]
25-30...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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2. Gender:-
Male [ ]
Female [ ]
3. OCCUPATION:-
...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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4. ANNUAL INCOME:-
Below 10,000 [ ]
10,000-20,00...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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One [ ]
Two [ ]
Three [ ]
Four & Above [ ]
7. Ho...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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Along with parents [ ]
Spouse [ ]
Friends [ ]
9H...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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two [ ]
Three [ ]
four& above [ ]
11. How will y...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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Once in 6 Months [ ]
Not frequently [ ]
13. How ...
A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
BRINDAVAN COLLEGE Page 167
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A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG
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CHAPTER-8
BIBLIOGRAPHY
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REFERENCES
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Customer satisfaction towards samsung

A university project on customer satisfaction towards Samsung

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Customer satisfaction towards samsung

  1. 1. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 1 A STUDY on CUSTOMER SATISFACTION Towards SAMSUNG” Submitted in partial fulfillment of the requirement Of the award of the degree of BACHELOR OF BUSINESS MANAGEMENT 2013-2014 BY Under The Guidance Of BRINDAVAN COLLEGE 2nd cross,Bhoopsandra, RMV extension,2nd Bangalore – 560 027 TABLE OF CONTENT
  2. 2. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 2 1 Chapter 1: Introduction 05-24 2 Chapter 2: Research Design 25-30 3 Chapter 3: Company Profile 31-67 4 Chapter 4: Data analysis and interpretation 68-92 5 Chapter 5: Summary of findings and conclusions 93-95 6 Chapter 6: Recommendations and suggestions 96-99 7 Chapter 7: Appendices And Annexure 100-106 8 Chapter 8: Bibliography 107-108
  3. 3. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 3 TABLE OF THE GRAPH TABLE.NO TITLE OF THE GRAPH PAGE. NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Graph Showing Monthly Income of Respondents Graph Showing From Where Respondents Get Information About Samsung Graph Showing Total Number Of Brands Considered Before Buying Samsung Products Graph Showing Time Taken For Final Decision To Buy Samsung Products By The Respondents Graph Showing Who Makes The Final Decision To buy The Samsung Product Table Showing How Often The Samsung Product is uded by the respondents Graph Showing number of users of Samsung Products in a Family Graph Showing how the Responde0nts rate the new technology in a Samsung Product Graph showing how often the Respondents go for service Graph showing the quality of Samsung Products Graph showing the rate of the Samsung Product concerned with Price. Graph showing satisfaction of respondents regarding service of Samsung Products 69-70 71-72 73-74 75-76 77-78 79-80 81-82 83-84 85-86 87-88 89-90 91-92
  4. 4. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 4 TABLE OF CONTENTS TABLE NO TITLE OF THE GRAPH PAGE. NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Table Showing Monthly Income of Respondents Table Showing From Where Respondents Get Information About Samsung Table Showing Total Number Of Brands Considered Before Buying Samsung Products Table Showing Time Taken For Final Decision To Buy Samsung Products By The Respondents Table Showing Who Makes The Final Decision To buy The Samsung Product Table Showing How Often The Samsung Product is uded by the respondents Table Showing number of users of Samsung Products in a Family Table Showing how the Respondents rate the new technology in a Samsung Product Table showing how often the Respondents go for service Table showing the quality of Samsung Products Table showing the rate of the Samsung Product concerned with Price. Table showing satisfaction of respondents regarding service of Samsung Products. 69 71 73 77 79 81 83 85 87 89 91 93
  5. 5. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 5 CHAPTER-1
  6. 6. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 6 INTRODUCTION About the mobile industry The history of mobile phones charts the development of devices which connect wirelessly to the public switched telephone network. The transmission of speech by radio has a long and varied history going back to Reginald Fessenden's invention and shore-to-ship demonstration of radio telephony, through the Second World War with military use of radio telephony links. Hand-held radio transceivers have been available since the 1940s. Mobile telephones for automobiles became available from
  7. 7. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 7 some telephone companies in the 1940s. Early devices were bulky and consumed high power and the network supported only a few simultaneous conversations. Modern cellular networks allow automatic and pervasive use of mobile phones for voice and data communications. In the United States, engineers from Bell Labs began work on a system to allow mobile users to place and receive telephone calls from automobiles, leading to the inauguration of mobile service on 17 June 1946 in St. Louis, Missouri. Shortly after, AT&T offered Mobile Telephone Service. A wide range of mostly incompatible mobile telephone services offered limited coverage area and only a few available channels in urban areas. The introduction of cellular technology, which allowed re-use of frequencies many times in small adjacent areas covered by
  8. 8. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 8 relatively low powered transmitters, made widespread adoption of mobile telephones economically feasible. The advances in mobile telephony can be traced in successive generations from the early "0G" services like MTS and its successor Improved Mobile Telephone Service, to first generation (1G) analog cellular network, second generation (2G) digital cellular networks, third generation (3G) broadband data services to the current state of the art, fourth generation (4G) native-IP networks. Motorola and Bell Labs raced to be the first to produce a handheld mobile phone. That race ended on 3 April 1973 when Martin Cooper, a Motorola researcher and executive, made the first mobile telephone call from handheld subscriber equipment, placing a call to Dr. Joel S. Engel of Bell Labs. The prototype handheld phone used by Dr. Martin Cooper weighed
  9. 9. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 9 2.5 pounds and measured 9 inches long, 5 inches deep and 1.75 inches wide. The prototype offered a talk time of just 30 minutes and took 10 hours to re-charge.John F. Mitchell, Motorola's chief of portable communication products and Martin Cooper's boss in 1973, played a key role in advancing the development of handheld mobile telephone equipment. Mitchell successfully pushed Motorola to develop wireless communication products that would be small enough to use anywhere and participated in the design of the cellular phone. Mobile phone History in India
  10. 10. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 10 History: Telephone services in India begun in a small scale with the commissioning of a 50-line manual telephone exchange in 1882 in Kolkata. This was less than five years after the invention of the telephone by Alexander Graham Bell. India had approx. 82,000 telephone connections at the time of independence (1947) and by 1984 the number of connections had slowly risen to 3.05 million. India's telecom network was notoriously unreliable and only available to a small section of households along with the corporate sector. The telecom sector was a government monopoly until 1994 when liberalization gradually took place. Cellular service was launched in November 1995 in Kolkata. Expanding Network:The Indian telecom industry has grown rapidly during the last few years but has witnessed a substantial fall in
  11. 11. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 11 growth more recently. India has the third largest (based on the total number of fixed/mobile subscriber lines) telecom network in the world and the second¹ largest mobile network with 865 million subscribers at the end of 2012. Revenue from fixed and mobile services amounted to an estimated Rs 880 bn in fiscal year 2005. National long distance (NLD) and international long distance (ILD) service revenues grew to an estimated Rs 93 bn in the same year The government had set a target under the Bharat Nirman program, to connect all the remaining villages without telephone services, basically VPT's (Village Public Telephones), by the end of 2009. Mobile:
  12. 12. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 12 While the mobile subscriber base is still growing in the millions per month, the number of landlines is gradually decreasing. Overall telecom subscriber penetration increased to 73 % at the end of Nov 2012.The FDI cap in the telecom sector is currently 74 %. UK's Vodafone Group recently acquired a 52 % stake in Hutchison Essar, India's fourth largest mobile service provider. Bharti Airtel is the first Indian operator to exceed a subscriber base of 50 million. Telecom Manufacturing: A growing number of telecom companies have set up manufacturing facilities for the production of mobile phones and other telecom equipment to cater to India's growing telecom market and exports too. Nokia's plant, located in a Special Economic Zone (SEZ) at Sriperumbudur near Chennai,
  13. 13. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 13 manufactures mobile handsets and network infrastructure equipment incl. base stations. Nokia's plant produces ca 8 m handsets a month. Slews of other telecom equipment manufacturers already have or are in the process of setting up production facilities in the same zone. These include Aspocomp Group (HDI printed circuit boards), Perlos (handset mechanics/mouldings)Salcomp(mobile phonechargers), Motorola (mobile handsets), Foxconn (mobile phones), Flextronics (mobile handsets, base stations and other electronic items), Sanmina-SCI (network components), Jabil, Laird (antennas, battery packs and EMI shielding products) and Wintek. Elcoteq's telecom plant located near Bangalore manufactures handsets among others. Samsung Electronics' mobile handset plant is located in Gurgaon,nearDelhi.
  14. 14. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 14 Alcatel and Ericsson manufacture base station and mobile switching equipment at plants located in Rae Bareli and Jaipur respectively. BPLTelecom manufactures GSM phones and LG Electronics India produces GSM phones in a plant near Pune. Kolkata based Xenitis Group plans to set up a mobile phone manufacturing facility located near Kolkata. Mobile handsets account for 26 % of the total telecom equipment industry in India. The lion's share was held by the carrier equipment business while the enterprise equipment segment accounted for the remaining 14 %. The market size of the telecom equipment industry grew to Rs 954 (ca USD 22 bn).
  15. 15. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 15 Mobile Network Statistics India's Largest Telecom Operators as on Aug 31, 2011 Operator Subscriber Base (millions) Bharti Airtel 172 Reliance Communications 146 Vodafone Essar 144 Idea Cellular Ltd. 98 Bharat Sanchar Nigam Ltd. 95 Tata Teleservices Ltd. 89 Aircel /Dishnet 59
  16. 16. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 16 Wireless Subscribers (in millions) in the Four Metros as on Dec 31, 2010 City Total Operators Delhi 39.8 Bharti Airtel, Aircel, Vodafone Essar, MTNL, Idea Cellular, Reliance, Sistema, Etisalat/Allianz and Tata Teleservices
  17. 17. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 17 Mumbai 31.7 Loop Mobile, Aircel, Idea Cellular, Vodafone Essar, MTNL, Bharti Airtel, Reliance, Sistema, Etisalat/Allianz, Uninor, Videocon and Tata Teleservices Kolkata 22.6 Aircel, Bharti Airtel, Vodafone Essar, BSNL, Uninor, Reliance, Sistema and Tata Teleservices Chennai 11.4* Aircel Cellular, Bharti Airtel, Vodafone Essar, BSNL, Reliance and Tata
  18. 18. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 18 Teleservices SOME FACTS & FIGURES ON INDIAN TELECOM Number of telecom (mobile and landline) subscribers: 896 million (as on 31.12.12) Number of fixed line subscribers: 30.8 m (as on 31.12.12) Number of cellular (GSM, CDMA and WLL-Fixed) subscribers: ~865 m (as on 31.12.12) Number of broadband subscribers: 15.0 m (as on 31.12.12) Number of GSM cellular subscribers: 658 m (as on 31.1.13) Number of CDMA cellular subscribers: 155 m (as on 31.12.09) Overall teledensity: 733/1000 inhabitants (as on 31.12.12)
  19. 19. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 19 Number of PCO's (Public Call Offices): 5.5 m (as on 31.12.09) Number of VPT's (Village Public Telephones): 0.55 m (as on 31.3.06) More telecom at the Department of Telecommunications network status page. Total revenues of telecom service providers (2005-06): Rs. 880 bn Telecom equipment production (2007-08): Rs. 954 bn Mobile handset market (2009): estimate Rs. 300 bn Currency: 1 USD equals approx. 55 Indian Rupees (Rs) Govt. Telecom Links DOT - Department of Telecommunications BSNL Telecom Network Statistics
  20. 20. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 20 BSNL - Bharat Sanchar Nigam Ltd. TRAI - Telecom Regulatory Authority of India VSNL - India's public sector overseas telecommunications provider Top TELECOM NEWS Indian Telecom News Indian Bandwidth VOICE & DATA (India) Top FIXED LINE OPERATORS Public Operators BSNL Units
  21. 21. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 21 Calcutta Telephones (under BSNL) Chennai Telephones (under BSNL) MTNL - Mumbai and Delhi MTNL Mumbai MTNL Delhi Private Operators Tata Teleservices Operates in Andhra Pradesh, Delhi, Gujarat, Karnataka and TamilNadu,Maharashtra Bharti Tele-Ventures Ltd Operates in Delhi, Haryana, Madhya Pradesh, Tamil Nadu and Karnataka. Reliance Infocomm
  22. 22. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 22 India's largest CDMA mobile operator with some 10 million subscribers HFCL Infotel HFCL Infotel operates in Punjab and Chandigarh WIRELESS (GSM/CDMA) SERVICE PROVIDERS GSM Network Coverage >> Tata Docomo Sistema ShyamTeleServices Ltd. Operates currently in Rajasthan, Tamil Nadu and Kerala and plans to cover all the circles by end-2010. Reliance Communications BSNL - Bharat Sanchar Nigam Ltd. MTNL
  23. 23. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 23 Provides cellular service in Delhi and Mumbai. IDEA Cellular Operates in Gujarat, Maharashtra, Goa, Andhra Pradesh, Madhya Pradesh, Haryana, Kerala, Chhattisgarh, Himachal Pradesh, Uttaranchal, Uttar Pradesh (West) and Delhi. Aircel Ltd Operates in Assam, North Eastern states, Orissa, West Bengal, Jammu & Kashmir, Tamil Nadu (incl. Chennai) and Puducheri. Bharti Airtel Provides mobile phone service in all the 23 circles of India. Loop Mobile Loop Mobile's cellular network coverage includes Mumbai. Vodafone Essar
  24. 24. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 24 Provides mobile phone service in 16 circles. Spice Telecom Provides mobile phone services in Karnataka and Punjab. AircellDigilink Operates in Uttar Pradesh (East), Haryana and Rajasthan. Virgin Mobile India Uninor ABOUT SUBJECT 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
  25. 25. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 25 reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. 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.
  26. 26. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 26 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. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even
  27. 27. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 27 though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. IMPORTANCE AND OTHER RELEVENT ASPECT
  28. 28. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 28 The importance of customer satisfaction is apparent when you realize that, without customers, you don't have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you'll get. It's worth it to focus on customer satisfaction strategies, no matter how large or small your company is.Understandingthe needs of the customer is critical. A business relationship, just like any other relationship, relies on both people getting their needs met. No matter what type of business you are in, all customers want the same thing. They want to feel welcomed and appreciated by you and your staff. They don't want to get the impression that they are just being used by you for money. Small interactions like "Thank you" and a nice smile can go a long way toward customer satisfaction.
  29. 29. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 29 Make sure your employees operate with the same principles.A big part of customer satisfaction is reliability. If customers come to expect a certain mode of behavior from you and your employees, you should deliver it to them each and every time. Customers want to be able to rely on you. They expect consistent delivery times (if applicable) and support. By training your employees to treat all customers with the same respect, your customers will all have the same experience with your company, which will increase customer satisfaction. Be honest when you don't meet expectations.Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or didn't receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase "the
  30. 30. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 30 customer is always right" is at the core of a good customer satisfaction strategy. It doesn't matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happyCustomer satisfaction is the foundation of a good business.Satisfied customers will make a great foundation for return business, and they may also bring in their friends and associates. Remember that customers are the heart of any business. Keep them satisfied, and encourage them to tell their friends about their experiences with your businesssometimes companies are misguided by the notion that customers depend on them. The truth of the matter is that we very much so depend on them. Many researchers and academia have highlighted the importance of customers in today’s market.
  31. 31. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 31 The level of satisfaction a customer has with a company has profound effects. Studies have found that the level of customer’s satisfaction has a positive effect on profitability: 2A totally satisfied customer contributes 2.6 times as much revenue to a company as a somewhat satisfied customer. A totally satisfied customer contributes 17 times as much revenue as a somewhat dissatisfied customer. A totally dissatisfied customer decreases revenue at a rate equal to 18 times what a totally satisfied customer contributes to a company. Research has shown that when a person is satisfied with a company or service they are likely to share their experience with other people to the order of perhaps five or six people. However, dissatisfied customers are likely to tell another ten
  32. 32. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 32 people of their unfortunate experience. With social media readily available for consumers to tell their story to all of those online, you can easily go to Twitter or Facebook and read about someone’s experience with a company or service. Eg: I learned the importance of customer satisfaction when a customer came into the coffee shop I was working at and said, “I’d like to order a sandwich and chips to go, please.” The store manager who was working at the time replied, “Sorry, we don’t start selling lunch for another 5 minutes. You can get back in line and order again.” She was a little thrown off by his response, as was I. “Are you serious?” She gave him a stare and then left. The importance of customer satisfaction can have an impact on your business and if you
  33. 33. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 33 don’t start paying attention you’ll lose an opportunity to make a customer happy. Ascertaining Critical Incident AtVocatus, the measurement of customer satisfaction is embedded in a hierarchical data gathering design that can be extended in a modular fashion. In addition to overall satisfaction, we initially ascertain satisfaction with all the relevant customer interfaces. For selected 'critical' customer interfaces there then follow a detailed analysis of customer satisfaction, using a clearly operationalised list of criteria. At the 'lowest' level, we use open questions to ascertain the critical (i.e. positive as well as negative) experiences each customer has. Sophisticated filtering in our questionnaires permits us to find out about each customer's individual experiences.
  34. 34. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 34 Relevant Benchmark Data In order to be in a position to assess the level of customer satisfaction that has been ascertained, one mustn't only look at one's own performance. It should also be rated in relation to the relevant competition. If the benchmark data is gathered within the context of the same study, this guarantees that the comparison data is relevant and up-to-date. ChangingDemands Customer satisfaction surveys are typically repeated at given intervals, because only then is it possible to check the effectiveness of the measures that have been deduced. It is also vitally important here to analyse the change in customers'
  35. 35. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 35 demands over time, so as to duly adjust one's own products and services. In most sectors it can be established that customers' demands relating to products or services are constantly rising and/or that different customer segments also have differing expectations of you. Thus, for example, it is the case in some sectors that good service is less and less able to compensate for high prices over the course of time, or the particularly valuable customer expects correspondingly better service. How People See Themselves and How Others see them one effective addition to the customer survey is to survey one's own staff. In such cases, staffs who are in direct contact with the customer (dealers, sales, customer care) are likewise asked about
  36. 36. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 36 customer satisfaction within the framework of the customer survey. Contrasting customer satisfaction from the staff perspective (how people see themselves) with actual customer satisfaction (how others see them) often shows up significant differences, and makes a major contribution to the acceptance of necessary changes within the company. Results that Relate to Practicewe use our analyses to produce clear, cause-related, and action-oriented suggestions. They allow you to immediately and directly improve the customer relationship where it's formed and experienced.
  37. 37. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 37 CHAPTER-2
  38. 38. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 38 RESEARCH DESIGN TITLE OF THE PROJECT:
  39. 39. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 39 The title of the study or the project work is entitled “A STUDY ON CUSTOMER SATISFACTION TOWARDS SAMSUNG” STATEMENT OF THE PROBLEM Research problem is selected for the purpose of this project to study the consumer behaviour in relation to their perceptions, attitudes, preference, expectations, satisfaction, and dissatisfaction with reference to the Samsung. Objective of the study: 1. To know the customers satisfaction level of Samsung Company. 2. To find out factors influencing while choosing a branch. 3. To find the general problem faced by existing Samsung customers. 4. To find the customers attitude towards Samsung services.
  40. 40. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 40 5. To study how the satisfaction level varies from one group to other. SCOPE OF THE STUDY: 1) It helps to know that which publicity media gives maximum retention to the customer. 2) The study also helps the company to improve their standard of service and handle the competition in the near future. 3) It also helps in putting possible improvement, additions and new strategies and offers the customers. 4) It also puts a detailed insight into the different aspect of the company such as manufacturing, marketing sales, production and services etc. LIMITATION OF THE STUDY:- The limitation of the study are as follows:-
  41. 41. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 41 1) The study pertains to only one branch of the Samsung due to the limitation of time frame. 2) Findings are based on the records available at the Samsung Company and the information provided by the corporation. 3) This study is restricted to customers only. 4) Sample size is restricted to 80 respondents only due to the time constraints. METHODOLOGY OF STUDY These aspects have been thoroughly discussed and based on the findings of the study conclusions were drawn and recommendations were made to the Samsung. The views of various authors who all have authority in the -field of the study were presented in this report for due consideration for their implementation. The expected contribution from the study
  42. 42. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 42 is to help the organization to implement the suggestions in this report so that it can contribute towards the improvement in service and quality. Researches method : Instruments: Questionnaire. Questionnaire :questionnaire is a list of question or statement pertaining to an issue or program.It is used for studying the opinions of people. It is commonly used in opinion poll. SOURCES OF DATA: For the purpose of this study, data from two sources have been gathered namely:- (1) Primary Source (2) Secondary Source
  43. 43. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 43 Primary data:- are original source, which are collected directly from the respondents. This information is collected through questionnaire, personal interview and through observation. Secondary data:- are those that containing data which have been collected and compiled for another purpose. These sources consist of readily available information and already complied statistical statement whose data may be used by the researchers for their study. The secondary sources includes Annual Reports, Journals, Articles as well as magazines and manuals. RESEARCH INSTRUMENT: The different instruments are used to analyze the data, they are:  QUESTIONNAIRE
  44. 44. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 44 The questionnaire includes multi choice answers to be chosen by the respondents.  TABLES This study uses tables represents the data from the various customers, they are represented both number of samples and percentage. GRAPHS The study also employs graphs to represent the data in the table to give better impression and interpretation of percentage in the table. The graphs used are Bar graph.  PLAN OF ANALYSIS Since a structured questionnaire was used, data classification was done easily. The data was grouped easily under various
  45. 45. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 45 heading. This readily revealed the buying behaviour towards Samsung Company. Tables were used for tabulating. CHAPTER-3 COMPANYPROFIL E
  46. 46. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 46 HISTORY For over 70 years, Samsung has been dedicated to making a better world through diverse businesses that today span advanced technology, semiconductors, skyscraper and plant construction, petrochemicals, fashion, medicine, finance, hotels, and more. Our flagship company, Samsung Electronics, leads the global market in high-tech electronics manufacturing and digital media. Through innovative, reliable products and services; talented people; a responsible approach to business and global citizenship; and collaboration with our partners and customers, Samsung is
  47. 47. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 47 taking the world in imaginative new directions. Samsung Heavy Industries Co., Ltd. is a shipbuilding and engineering company headquartered in Seoul. It was founded in August 1974. Its principal products are bulk carriers, container vessels, crude oil tankers, cruisers, passenger ferries, material handling equipment steel and bridge structures. It achieved total revenues of 13,358.6 billion won in 2011 and is the world's second-largest shipbuilder by revenues (after Hyundai Heavy Industries). Samsung Heavy Industries is listed on the Korea Exchange stock- exchange (number 010140) BRIEF HISTORY Lee Byung-Chull established Samsung in South Korea way back in 1938. He began in business by exporting vegetables, fruits and
  48. 48. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 48 dried fish in Seoul. In 1950 when the communists attacked South Korea he lost a large art of his business and fortune. He moved to Suwon in 1951 and in just 2 years was able to increase his company staff and increase turnover by 2000%. His first production factory, a sugar processing plant, was built in 1953 just after the war but he continued as a dealer vending goods. He branched out to open outlets for commercial purposes as well as selling insurance and securities. Samsung Electronics was established in 1969 with the support of South Korea's President, Park Chung-hee. Financial assistance was provided when necessary and he even prohibited foreign companies doing business in South Korea. This eliminated rivalry and allowed Korean companies to grow. Park Chung-hee allowed some foreign businesses into South Korea, on the understanding that they provide the skills, knowledge and technology to South
  49. 49. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 49 Korea. This helped Samsung Electronics in many ways and enabled the company to create electronic chips and boards. Soon after, Samsung created its own electronic appliances - freezers, refrigerators, air conditioners and washing machines. They started exporting them to Canada and other foreign countries. Deciding to branch out and enter into the communications industry, the company borrowed money and started to manufacture televisions and audio apparatus in the early part of 1970. Samsung also opened his own TV channel, Tongyan Broadcasting Company in the 70s. That same year, the company created another division concentrating on heavy industrial developments like home electronics, oil refineries and shipbuilding. Consequently, other
  50. 50. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 50 divisions were established like Samsung Precision Company, Samsung Heavy Industries Company and Samsung Shipbuilding. Samsung continued to grow throughout the 80s and became successful in all the industries it had ventured. But Byung-Chull did not stop from there and carried on venturing into other markets such as genetic engineering, aerospace and even nanotechnology. The company started building bigger manufacturing plants for its appliances and electronics from 1982 and 1987 in New York, New England and Portugal. Serving his company for 50 years, Lee Byung-Chull died in November 19, 1987 and his position was taken by his son, Kun-Hee Lee.
  51. 51. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 51 To date, the company continues to grow with 26 divisions and 75,000 employees. It has also become a great brand name for home appliances and gadgets. From its inception as a small export business in Taegu, Korea, Samsung has grown to become one of the world’s leading electronics companies, specializing in digital appliances and media, semiconductors, memory, and system integration. Today Samsung's innovative and top quality products and processes are world recognized. This timeline captures the major milestones in Samsung's history, showing how the company expanded its product lines and reach, grew its revenue and market share, and has followed its mission of making life better for consumers around the world.
  52. 52. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 52 1938 to 1970 In 1938, Lee Byung-chull (1910–1987) of a large landowning family in the Uiryeong county came to the nearby Daegu city and founded Samsung Sanghoe , a small trading company with forty employees located in Su-dong (now Ingyo-dong). It dealt in groceries produced in and around the city and produced its own noodles. The company prospered and Lee moved its head office to Seoul in 1947. When the Korean War broke out, however, he was forced to leave Seoul and started a sugar refinery in Busan named CheilJedang. After the war, in 1954, Lee founded CheilMojik and built the plant in Chimsan-dong, Daegu. It was the largest woolen mill ever in the country and the company took on the aspect of a major company.
  53. 53. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 53 Samsung diversified into many areas and Lee sought to help establish Samsung as an industry leader in a wide range of enterprises, moving into businesses such as insurance, securities, and retail. Lee placed great importance on industrialization, and focused his economic development strategy on a handful of large domestic conglomerates, protecting them from competition and assisting them financially. In 1948, Cho Hong-jai (the Hyosung group’s founder) jointly invested in a new company called Samsung MulsanGongsa, or the Samsung Trading Corporation, with the Samsung Group founder Lee Byung-chull. The trading firm grew to become the present-day Samsung C&T Corporation. But after some years Cho and Lee separated due to differences in management between them. He wanted to get up to a 30% group share. After
  54. 54. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 54 settlement, Samsung Group was separated into Samsung Group and Hyosung Group, Hankook Tire, and others. In the late 1960s, Samsung Group entered into the electronics industry. It formed several electronics-related divisions, such as Samsung Electronics Devices Co., Samsung Electro-Mechanics Co., Samsung Corning Co., and Samsung Semiconductor & Telecommunications Co., and made the facility in Suwon. Its first product was a black-and-white television set. 1970 to 1990 In 1980, Samsung acquired the Gumi- based HangukJeonjaTongsin and entered the telecommunications hardware industry. Its early products were switchboards. The
  55. 55. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 55 facilities were developed into the telephone and fax manufacturing systems and became the centre of Samsung's mobile phone manufacturing. They have produced over 800 million mobile phones to date. The company grouped them together under Samsung Electronics Co., Ltd. in the 1980s. After the founder's death in 1987, Samsung Group was separated into four business groups - Samsung Group, Shinsegae Group, CJ Group and Hansol Group. Shinsegae (discount store, department store) was originally part of Samsung Group, separated in the 1990s from the Samsung Group along with CJ Group (Food/Chemicals/Entertainment/logistics) and the Hansol Group (Paper/Telecom). Today these separated groups are independent and they are not part of or connected to the Samsung Group. One Hansol Group representative said, "Only people ignorant of the laws governing the business world could
  56. 56. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 56 believe something so absurd," adding, "When Hansol separated from the Samsung Group in 1991, it severed all payment guarantees and share-holding ties with Samsung affiliates." One Hansol Group source asserted, "Hansol, Shinsegae, and CJ have been under independent management since their respective separations from the Samsung Group." One Shinsegae Department Store executive director said, "Shinsegae has no payment guarantees associated with the Samsung Group. In the 1980s, Samsung Electronics began to invest heavily in research and development, investments that were pivotal in pushing the company to the forefront of the global electronics industry. In 1982, it built a television assembly plant in Portugal; in 1984, a plant in New York; in 1985, a plant in Tokyo; in 1987, a facility in England; and another facility in Austin in 1996. As of 2012, Samsung has invested more than US$13 billion in the
  57. 57. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 57 Austin facility, which operates under the name Samsung Austin Semiconductor LLC. This makes the Austin location the largest foreign investment in Texas and one of the largest single foreign investments in the United States. 1990 to 2000 Samsung started to rise as an international corporation in the 1990s. Samsung's construction branch was awarded a contract to build one of the two PETRONAS Towers in Malaysia, Taipei 101 in Taiwan and the Burjkhalifa in United Arab Emirates. In 1993, Lee Kun-hee sold off ten of Samsung Group's subsidiaries, downsized the company, and merged other operations to concentrate on three industries: electronics, engineering, and chemicals. In 1996, the Samsung Group reacquired the Sungkyunkwan University foundation.
  58. 58. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 58 Samsung became the largest producer of memory chips in the world in 1992, and is the world's second-largest chipmaker after Intel (see Worldwide Top 20 Semiconductor Market Share Ranking Year by Year). In 1995, it created its first liquid-crystal display screen. Ten years later, Samsung grew to be the world's largest manufacturer of liquid-crystal display panels. Sony, which had not invested in large-size TFT-LCDs, contacted Samsung to cooperate, and, in 2006, S-LCD was established as a joint venture between Samsung and Sony in order to provide a stable supply of LCD panels for both manufacturers. S-LCD was owned by Samsung (50% plus 1 share) and Sony (50% minus 1 share) and operates its factories and facilities in Tangjung, South Korea. As on 26 December 2011 it was announced that Samsung had acquired the stake of Sony in this joint venture.
  59. 59. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 59 Compared to other major Korean companies, Samsung survived the 1997 Asian financial crisis relatively unharmed. However, Samsung Motor was sold to Renault at a significant loss. As of 2010, Renault Samsung is 80.1 percent owned by Renault and 19.9 percent owned by Samsung. Additionally, Samsung manufactured a range of aircraft from the 1980s to 1990s. The company was founded in 1999 as Korea Aerospace Industries (KAI), the result of merger between then three domestic major aerospace divisions of Samsung Aerospace, Daewoo Heavy Industries, and Hyundai Space and Aircraft Company. However, Samsung still manufactures aircraft engines and gas turbines. 2000 to present
  60. 60. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 60 In 2001 Samsung Techwin became the sole supplier of a combustor module for the Rolls-Royce Trent 900 used by the Airbus A380, the world's largest passenger airliner. Samsung Techwin is also a revenue-sharing participant in the Boeing's 787 Dream liner GEnx engine program. In 2010, Samsung announced a 10-year growth strategy centred around five businesses. One of these businesses was to be focused on biopharmaceuticals, to which the Company has committed ₩2.1 trillion. In December 2011, Samsung Electronics sold its hard disk drive (HDD) business to Seagate. In the first quarter of 2012, Samsung Electronics became the world's largest mobile phone maker by unit sales, overtaking Nokia, which had been the market leader since 1998.
  61. 61. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 61 In the August 21st edition of the Austin American-Statesman, Samsung confirmed plans to spend 3 to 4 billion dollars converting half of its Austin chip manufacturing plant to a more profitable chip. The conversion should start in early 2013 with production on line by the end of 2013. On August 24, 2012, a U.S jury ruled that Samsung had to pay Apple Incorporated US$1.05 billion dollars in damages for violating its patents on Smartphone technology. Samsung decried the decision saying that the move could harm innovation in the sector. It also followed a South Korean ruling that said both companies were guilty of infringing on each other's intellectual property. In the first trading after the ruling, Samsung shares on the Kospi index fell 7.7%, the largest fall since October 24, 2008, to 1,177,000 Korean won. Apple then sought to ban the sales of eight Samsung phones (Galaxy S 4G, Galaxy S2 AT&T, Galaxy
  62. 62. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 62 S2 Skyrocket, Galaxy S2 T-Mobile, Galaxy S2 Epic 4G, Galaxy S Showcase, Droid Charge and Galaxy Prevail) in the United States which has been denied by Judge Koh. On September 4, 2012, Samsung announced it plans to examine all of its Chinese suppliers for possible violations of labor policies. The company said it will carry out audits of 250 Chinese companies that are its exclusive suppliers to see if children under the age of 16 are being used in their factories.
  63. 63. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 63 Samsung Company at a glance: Founded 1993 Founder(s) Lee Byung-chull Headquart ers Samsung Town, Suwon, South Korea Area served Worldwide Key people Lee Kun-hee (Chairman of Samsung Electronics) Products Apparel, chemicals, consumer electronics, electronic components, medical equipment, precision instruments, semiconductors, ships, telecommunications equipment Services Advertising, construction, entertainment, financial services, hospitality, information and communications technology services, medical services, retail Revenue US$ 220.1 billion (2011) Net income US$ 21.2 billion (2011) Total assets US$ 343.7 billion (2011)
  64. 64. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 64 Total equity US$ 141.1 billion (2011) Employees 344,000 (2011) Subsidiarie s Samsung Electronics Samsung Life Insurance Samsung Heavy Industries Samsung C&T Samsung SDS Samsung Techwin etc. Website Samsung.com Acquisitions and attempted acquisitions: For a company of its size Samsung has made relatively few acquisitions Rollel – Swiss watch battle: Samsung Techwin acquired a German camera-maker Rollei on 1995. Samsung (Rollei) used its optic expertise on the crystals of
  65. 65. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 65 a new line of 100% Swiss-made watches, designed by a team of watchmakers at Nouvelle Piquerez S.A. in Bassequort, Switzerland. Rolex's decision to fight Rollei on every front stemmed from the close resemblance between the two names and fears that its sales would suffer as a consequence. In the face of such a threat, the Geneva firm decided to confront. This was also a demonstration of the Swiss watch industry's determination to defend itself when an established brand is threatened. Rolex sees this front-line battle as vital for the entire Swiss watch industry. Rolex has succeeded in keeping Rollei out of the German market. On 11 March 1995 the Cologne District court prohibited the advertising and sale of Rollei watches on German territory.
  66. 66. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 66 Fokker, a Dutch aircraft maker: Samsung lost a chance to revive its failed bid to take over Dutch aircraft maker Fokker when other airplane makers rejected its offer to form a consortium. The three proposed partners – Hyundai, Hanjin and Daewoo – have notified the South Korean government that they will not join Samsung Aerospace Industries Ltd. AST Research: Samsung bought AST (1994) and tried to break into North America, but the effort foundered. Samsung was forced to close
  67. 67. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 67 the California-based computer maker following mass defection of research staff and a string of losses. FUBU clothing and apparel In 1992, Daymond John had started the company with a hat collection that was made in his house in the Queens area of New York City. To fund the company, John had to mortgage his house for $100,000. With his friends, namely J. Alexander Martin, Carl Brown and Keith Perrin, half of his house was turned into the first factory of FUBU, while the other half remained as the living quarters. Along with the expansion of FUBU, Samsung invested in FUBU in 1995. Lehman Brothers Holdings’ Asian operations:
  68. 68. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 68 Samsung Securities was one of a handful of brokerages looking into Lehman Brothers Holdings. But Nomura Holdings has reportedly waved the biggest check to win its bid for Lehman Brothers Holdings’ Asian operations, beating out Samsung Securities, Standard Chartered, and Barclays. Ironically, after few months Samsung Securities Co., Ltd. and City of London-based N M Rothschild & Sons (more commonly known simply as Rothschild) have agreed to form a strategic alliance in investment banking business. Two parties will jointly work on cross border mergers and acquisition deals. MEDISON Co., Ltd. - Ultrasound Monitors: In December 2010, Samsung Electronics Co. bought MEDISON Co., Ltd., a South Korean medical-equipment company, the first
  69. 69. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 69 step in a long-discussed plan to diversify from consumer electronics. Grandis Inc. - memory developer: In July 2011, Samsung announced that it had acquired spin- transfer torque random access memory (MRAM) vendor GrandisInc.Grandis will become a part of Samsung's R&D operations and will focus on development of next generation random-access memory. Samsung and Sony joint venture - LCD display: On December 26, 2011 the board of Samsung Electronics approved a plan to buy Sony's entire stake in their 2004 joint
  70. 70. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 70 liquid crystal display (LCD) venture for 1.08 trillion won ($938.97 million). MSpot, Inc - Music Service: On May 9, 2012, mSpot announced that it had been acquired by Samsung Electronics with the intention of a cloud based music service. The succeeding service was Samsung Music Hub. NVELO, Inc. - Cache Software Developer: In December 2012, Samsung announced that it had acquired the privately held storage software vendor NVELO, Inc., based in Santa Clara, California.] NVELO will become part of Samsung's R&D operations, and will focus on software for intelligently managing and optimizing next-generation Samsung SSD storage subsystems for consumer and enterprise computing platforms. Neurological - Portable CT scanner:
  71. 71. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 71 In January 2013, Samsung announced that it has acquired medical imaging company Neurological, part of the multinational conglomerate’s plans to build a leading medical technology business. Terms of the deal were not disclosed. Operations: Samsung Group headquarters at Samsung, Seoul Samsung comprises around 80 companies. It is highly diversified, with activities in areas including construction, electronics, financial services, shipbuilding and medical services. In FY 2009, Samsung reported consolidated revenues of 220 trillion KRW ($172.5 billion). In FY 2010, Samsung reported consolidated revenues of 280 trillion KRW ($258 billion), and profits of 30 trillion KRW ($27.6 billion) (based upon a KRW-USD exchange rate of 1,084.5 KRW per USD, the spot rate as of
  72. 72. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 72 19 August 2011). However, it should be noted that these amounts do not include the revenues from all of Samsung's subsidiaries based outside South Korea. Subsidiaries and affiliates: As of April 2011 the Samsung Group comprised 59 unlisted companies and 19 listed companies, all of which had their primary listing on the Korea Exchange stock-exchange. Principal subsidiary and affiliate companies of Samsung include: Ace Digitech: Ace Digitech is listed on the Korea Exchange stock-exchange (number 036550). Cheil Industries:
  73. 73. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 73 Cheil Industries is listed on the Korea Exchange stock-exchange (number 001300). Cheil Worldwide: Cheil Worldwide is listed on the Korea Exchange stock-exchange (number 030000). Credu: Credu is listed on the Korea Exchange stock-exchange (number 067280). Market Korea: Market Korea is listed on the Korea Exchange stock-exchange (number 122900). Samsung Card:
  74. 74. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 74 Samsung Card is listed on the Korea Exchange stock-exchange (number 029780). Samsung C&T Corporation: Samsung C&T Corporation is listed on the Korea Exchange stock-exchange (000830). Samsung Electro-Mechanics: Samsung Electro-Mechanics, established in 1973 as a manufacturer of key electronic components, is headquartered in Suwon, Gyeonggi-do, South Korea. It is listed on the Korea Exchange stock-exchange (number 009150). Samsung Electronics:
  75. 75. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 75 Samsung Electronics Co., Ltd. is a multinational electronics and information Technology Company headquartered in Suwon and the flagship company of the Samsung Group. Its products include air conditioners, computers, digital televisions, liquid crystal displays (including thin film transistors (TFTs) and active-matrix organic light-emitting diodes (AMOLEDs)), mobile phones, monitors, printers, refrigerators, semiconductors and telecoms networking equipment. It is the world's largest mobile phone maker by unit sales in the first quarter of 2012; with a global market share of 25.4%.It is also the world's second-largest semiconductor maker by 2011 revenues (after Intel). Samsung Electronics is listed on the Korea Exchange stock- exchange (number 005930).
  76. 76. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 76 The headquarters of Samsung Engineering in Seoul Samsung Engineering: Samsung Engineering Co., Ltd. is a multinational construction company headquartered in Seoul. It was founded in January 1970. Its principal activity is the construction of oil refining plants; upstream oil and gas facilities; petrochemical plants and gas plants; steel making plants; power generation plants; water treatment facilities; and other infrastructure. It achieved total revenues of 9,298.2 billion won (US$8.06 billion) in 2011. Samsung Engineering is listed on the Korea Exchange stock- exchange (number 028050). Samsung Fine Chemicals:
  77. 77. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 77 Samsung Fine Chemicals is listed on the Korea Exchange stock- exchange (number 004000). Samsung Fire & Marine Insurance: Samsung Fire & Marine Insurance Co., Ltd. is a multinational general insurance company headquartered in Seoul. It was founded in January 1952 as Korea Anbo Fire and Marine Insurance Co., Ltd. and was renamed Samsung Fire & Marine Insurance in December 1993. Samsung Fire & Marine Insurance offers services including accident insurance, automobile insurance, casualty insurance, fire insurance, liability insurance, marine insurance, personal pensions and loans. As of March 2011 it had operations in 10 countries and 6.5 million customers. Samsung Fire & Marine Insurance had a total premium income of US$11.7 billion in 2011 and total assets of US$28.81 billion at 31 March
  78. 78. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 78 2011. It is the largest provider of general insurance in South Korea. Samsung Fire has been listed on the Korea Exchange stock- exchange since 1975 (number 000810). Samsung Heavy Industries: Samsung Heavy Industries Co., Ltd. is a shipbuilding and engineering company headquartered in Seoul. It was founded in August 1974. Its principal products are bulk carriers, container vessels, crude oil tankers, cruisers, passenger ferries, material handling equipment steel and bridge structures. It achieved total revenues of 13,358.6 billion won in 2011 and is the world's second-largest shipbuilder by revenues (after Hyundai Heavy Industries).
  79. 79. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 79 Samsung Heavy Industries is listed on the Korea Exchange stock- exchange (number 010140). Samsung Life Insurance: Samsung Life Insurance Co., Ltd. is a multinational life insurance company headquartered in Seoul. It was founded in March 1957 as Dongbang Life Insurance and became an affiliate of the Samsung Group in July 1963.Samsung Life's principal activity is the provision of individual life insurance and annuity products and services. As of December 2011 it had operations in seven countries, 8.08 million customers and 5,975 employees. Samsung
  80. 80. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 80 Life had total sales of 22,717 billion won in 2011 and total assets of 161,072 billion won at 31 December 2011. It is the largest provider of life insurance in South Korea. Samsung Life Insurance is listed on the Korea Exchange stock- exchange (number 032830). Samsung Machine Tools: Samsung Machine Tools of America is a national distributor of machines in the United States. Samsung SDI: Samsung SDI is listed on the Korea Exchange stock-exchange (number 006400). On December 5, 2012 the antitrust regulators of European Union fined Samsung SDI and several other major companies for fixing prices of TV cathode-ray tubes in two cartels lasting nearly a decade.
  81. 81. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 81 Samsung Securities: Samsung Securities is listed on the Korea Exchange stock- exchange (number 016360). Samsung Techwin: Samsung Techwin is listed on the Korea Exchange stock- exchange (number 012450). Shilla Hotels and Resorts: Shilla Hotels and Resorts is listed on the Korea Exchange stock- exchange (number 008770). SI Corporation: SI Corporation is listed on the Korea Exchange stock exchange (number 012750).
  82. 82. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 82 Joint ventures Current aT Grain State-run Korea Agro-Fisheries Trade Corp. set up the venture, aT Grain Co., in Chicago, with three other South Korean companies, Korea Agro-Fisheries owns 55 percent of aT Grain, while Samsung C&T Corp, Hanjin Transportation Co. and STX Corporation. Each holds 15 percent. Brooks Automation Asia: Brooks Automation Asia Co., Ltd. is a joint venture between Brooks Automation (70%) and Samsung (30%) which was established in 1999. The venture locally manufactures and configure vacuum wafer handling platforms and 300mm Front- Opening Unified Pod (FOUP) load port modules, and designs,
  83. 83. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 83 manufactures and configures atmospheric loading systems for flat panel displays. POSCO-Samsung Slovakia Steel Processing Center: Company POSS - SLPC s.r.o. was founded in 2007 as a subsidiary of Samsung C & T Corporation, Samsung C & T Deutschland and the company POSCO. Samsung Air China Life Insurance: Samsung Air China Life Insurance Co., Ltd. is a 50:50 joint venture between Samsung Life Insurance and China National Aviation Corporation. It was established in Beijing in July 2005. Samsung Bioepis: Samsung Bioepis is a joint venture between Samsung Biologics (85%) and the United States-based Biogen Idec (15%).
  84. 84. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 84 Samsung Biologics: Samsung Electronics Co. and Samsung Ever land Inc. will each own a 40 percent stake in the venture, with Samsung C&T Corp. and Durham, North Carolina-based Quintiles each holding 10 percent. It will contract-make medicines made from living cells, and Samsung Group plans to expand into Producing copies of biologic including Rituxan ,theleukemia and lymphoma treatment sold by Roche Holding AG and Biogen Idec Inc. Samsung BP Chemicals: Samsung BP Chemicals Co., Ltd is a 50:50 joint venture between Samsung and the United Kingdom-based BP, which was established in 1989 to produce and supply high-value-added chemical products. Samsung Corning Precision Glass:
  85. 85. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 85 Samsung Corning Precision Glass is a joint venture between Samsung and Corning, which was established in 1973 to manufacture and market cathode ray tube glass for black and white televisions. The company’s first LCD glass substrate manufacturing facility opened in Gumi, Korea in 1996. Samsung Sumitomo LED Materials: Samsung Sumitomo LED Materials is a Korea-based joint venture between Samsung LED Co., Ltd., an LED maker based in Suwon, Korea-based and the Japan-based Sumitomo Chemical. The JV will carry out research and development, manufacturing, and sales of sapphire substrates for LEDs. Samsung Thales:
  86. 86. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 86 Samsung Thales Co., Ltd. (until 2001 known as Samsung Thomson-CSF Co., Ltd.) is a joint venture between Samsung Techwin and the France-based aerospace and defence company Thales. It was established in 1978 and is based in Seoul. Samsung Total: Samsung Total is a 50:50 joint venture between Samsung and the France-based oil group Total S.A. (more specifically Samsung General Chemicals and Total Petrochemicals). SB LiMotive: SB LiMotive is a 50:50 joint company of Robert Bosch GmbH (commonly known as Bosch) and Samsung SDI founded in June 2008. The joint venture develops and manufactures lithium-ion
  87. 87. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 87 batteries for use in hybrid-, plug-in hybrid vehicles and electric vehicles. SD Flex: SD Flex Co., Ltd. was founded on October 2004 as a joint venture corporation by Samsung and DuPont, one of the world's largest chemical company. Sermatech Korea: Sermatech owns 51% of its stock, while Samsung owns the remaining 49%. The U.S. firm Sermatech International, for a business focusing on highly specialized aircraft construction processes such as special welding and brazing. Siam Samsung Life Insurance:
  88. 88. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 88 Samsung Life Insurance holds a 37% stake while Saha Group also has a 37.5% stake in the joint venture, with the remaining 25% owned by Thana chart Bank. Toshiba Samsung Storage Technology: Toshiba Samsung Storage Technology Corporation (TSST) is joint venture between Samsung Electronics and Toshiba of Japan which specializes in optical disc drive manufacturing. TSST was formed in 2004, and Toshiba owns 51% of its stock, with Samsung owns the remaining 49%. Alpha Processor: In 1998, Samsung created a U.S. joint venture with Compaq— called Alpha Processor Inc. (API)--to help it enter the high-end
  89. 89. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 89 processor market. The venture was also aimed at expanding Samsung's non-memory chip business by fabricating Alpha processors. At the time, Samsung and Compaq invested $500 million in Alpha Processor. GE-Samsung Lighting: GE Samsung Lighting was a joint venture between Samsung and the GE Lighting subsidiary of General Electric. The venture was established in 1998 and was broken up 2009. Global Steel Exchange: Global Steel Exchange was a joint venture formed in 2000 between Samsung, the United States-based Cargill, the Switzerland-based Duferco Group, and the Luxembourg-based Trademarked (now part of the ArcelorMittal), to handle their online buying and selling of steel.
  90. 90. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 90 S-LCD: S-LCD Corporation was a joint venture between Samsung Electronics (50% plus one share) and the Japan-based Sony Corporation (50% minus one share) which was established in April 2004. On December 26, 2011, Samsung Electronics announced that it would acquire all of Sony's shares in the venture. Partially owned companies: AtlanticoSul: Samsung Heavy Industries currently owns 10 percent of the Brazilian shipbuilder AtlanticoSul, which operates the largest shipyard in South America.
  91. 91. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 91 Joao Candido, the largest ship built to date in Brazil, was built by AtlanticoSul with technology supplied by Samsung Heavy Industries. DGB Financial Group: Samsung Life Insurance currently holds a 7.4% stake in the South Korean banking company DGB Financial Group, making it the largest shareholder. Doosan Engine: Samsung Heavy Industries currently holds a 14.1 percent stake in Doosan Engine, making it the second-biggest shareholder. Korea Aerospace Industries: Samsung Techwin currently holds a 10 percent stake in Korea Aerospace Industries (KAI). Other major shareholders include the
  92. 92. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 92 state-owned Korea Finance Corporation (26.75 percent), Hyundai Motor (10 percent) and Doosan (10 percent). MEMC KOREA: MEMC's joint venture with Samsung Electronics Company, Ltd. In 1990, MEMC entered into a joint venture agreement to construct a silicon plant in Korea. Rambus Incorporated: Samsung currently owns 4.19 percent of Rambus Incorporated. Renault Samsung Motors: Samsung currently owns 19.9 percent of the automobile manufacturer Renault Samsung Motors. Seagate Technology:
  93. 93. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 93 Samsung currently owns 9.6 percent of Seagate Technology, making it the second-largest shareholder. Under a shareholder agreement, Samsung has the right to nominate an executive to Seagate’s Board of Directors. SungjinGeotec: Samsung Engineering holds a 10 percent stake in SungjinGeotec, an offshore oil drilling company that is a subsidiary of POSCO. Taylor Energy: Taylor Energy is an independent American oil company that drills in the Gulf of Mexico based in New Orleans, Louisiana. Samsung Oil & Gas USA Corp., subsidiaries of Samsung, currently owns 20% of Taylor Energy.
  94. 94. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 94 Major customers: The world's largest oil and gas project, Sakhalin II- Lunskoye platform under construction. The topside facilities of the LUN-A (Lunskoye) and PA-B (PiltunAstokhskoye) platforms are being built at the Samsung Heavy Industry shipyard in South Korea. Major customers of Samsung include: Royal Dutch Shell Samsung Heavy Industries will be the sole provider of liquefied natural gas (LNG) storage facilities worth up to US$50 billion to Royal Dutch Shell for the next 15 years. Shell has unveiled plans to build the world's first floating liquefied natural gas (FLNG) platform. At Samsung Heavy Industries' shipyard on Geoje Island in South Korea, work is about to start on a "ship" that, when finished and fully loaded, will weigh
  95. 95. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 95 600,000 tonnes – the world's biggest "ship". That is six times as much as the biggest US aircraft carrier. United Arab Emirates government A consortium of South Korean firms - including Samsung, Korea Electric Power Corp and Hyundai - has won a deal worth 40 billion dollars to build nuclear power plants in the United Arab Emirates. Ontario government The government of the Canadian province of Ontario signed off one of the world's largest renewable energy projects, signing a $6.6bn deal that will result in 2,500 MW of new wind and solar energy capacity being built. Under the agreement a consortium – led by Samsung and the Korea Electric Power Corporation – will manage the development of 2,000 MW-worth of new wind
  96. 96. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 96 farms and 500 MW of solar capacity, while also building a manufacturing supply chain in the province. Organizational structure: Board of directors/ceo/chairman President Advisor House counsel Assistant to the chairman auditor Chief Accountant
  97. 97. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 97 BOARD OF DIRECTORS Oh-Hyun Kwon CFO CMO CPO coo cco Vise president Vise president/finance
  98. 98. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 98 • ViceChairman& CEO, Samsung Electronics, Head, Device Solutions, Samsung Electronics (2012~Present). Gee-Sung Choi • Head, Corporate Strategy Office (2012~Present) Ju-Hwa Yoon • President& CFO, DMC Management Office, Samsung Electronics, President & CFO, Corporate Management Office, Samsung Electronics (2011~Present) Dong-Min Yoon • Attorney at Law, Kim & Chang Law Office (1999~Present) In-Ho Lee • Corporate Advisor, Shinhan Bank (2009~2011)
  99. 99. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 99 Han-Joong Kim • Professor Emeritus, Yonsei University (2012~Present) Byeong-Gi Lee • Professor of Electrical Engineering, Seoul National University (1986~Present) Functional Chart CFO CMO CPO coo cco CPO Purchasing Receiving and Intentry Customer service Retail Sales
  100. 100. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 100 Wholesale sales Order Entry Accounting and billing
  101. 101. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 101 SAMSUNG'S HISTORY AND ACHIEVEMENT From its inception as a small export business in Taegu, Korea, Samsung has grown to become one of the world’s leading electronics companies, specializing in digital appliances and media, semiconductors, memory, and system integration. Today Samsung's innovative and top quality products and processes are world recognized. This timeline captures the major milestones in Samsung's history, showing how the company expanded its product lines and reach, grew its revenue and market share, and has followed its mission of making life better for consumers around the world. Pioneering the Digital Age The digital age has brought revolutionary change – and opportunity – to global business, and Samsung has responded with advanced technologies, competitive products, and constant innovation.  Present - 2000 Pioneering the Digital Age  2000 - 1997 Advancing the Digital Frontier  1997 - 1994 Becoming a Global Force  1994 - 1990 Competing in a Changing Tech World  1990 - 1980 Entering the Global Marketplace  1980 - 1970 Diversifying in Industries and Electronics  1970 - 1938 Samsung’s Beginnings
  102. 102. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 102 2000-PresentPioneering the DigitalAge The digital age has brought revolutionary change – and opportunity – to global business, and Samsung has responded with advanced technologies, competitive products, and constant innovation. At Samsung, we see every challenge as an opportunity and believe we are perfectly positioned as one of the world's recognized leaders in the digital technology industry. Our commitment to being the world's best has won us the No.1 global market share for 13 of our products, including semiconductors, TFT-LCDs, monitors and CDMA mobile phones. Looking forward, we're making historic advances in research and development of our overall semiconductor line, including flash memory and non-memory, custom semiconductors, DRAM and SRAM, as well as producing best-in-class LCDs, mobile phones, digital appliances, and more.
  103. 103. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 103 CHAPTER-4 DATA ANALYSIS AND
  104. 104. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 104 INTERPRETATION
  105. 105. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 105 TABLE 1 Table showing ages of Respondents: Sl.No. Age (years) No.of Respondents Percentage 1 18-25 15 18.75% 2 25-30 26 32.50% 3 35-40 33 41.25% 4 Above 40 6 7.50% Total 80 100
  106. 106. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 106 GRAPH -1 0 5 10 15 20 25 30 35 15 26 33 6 NUMBEROFRESPONDENTS MONTHLY INCOME OF RESPONDENTS 18-25 25-30 35-40 Above 40
  107. 107. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 107 TABLE 2 Table showing Gender of Respondents: Sl.No. Gender No.of Respondents Percentage 1 male 52 65% 2 Fe-male 28 35% Total 80 100
  108. 108. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 108 GRAPH -2 0 10 20 30 40 50 60 52 28 NUMBEROFRESPONDENTS MONTHLY INCOME OF RESPONDENTS male fe-male
  109. 109. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 109 TABLE 3 Table showing occupation of Respondents: Sl.No. Age (years) No.of Respondents Percentage 1 Businessman 09 11.25% 2 Employed 39 48.75% 3 Doctor 03 3.75% 4 Students 29 36.25% Total 80 100
  110. 110. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 110 GRAPH -3 0 5 10 15 20 25 30 35 40 9 39 3 29 NUMBEROFRESPONDENTS MONTHLY INCOME OF RESPONDENTS businessman employed doctor students
  111. 111. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 111 TABLE 4 Table showing Monthly income of Respondents: Sl.No. Income No.of Respondents Percentage 1 Below Rs.10000 05 06% 2 Rs.10000- Rs.20000 36 45% 3 Rs.20000-Rs .30000 24 30% 4 Above Rs.30000 15 19% Total 80 100 ANALYSIS:
  112. 112. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 112 The above table shows that 45% of the respondents belong to the income group of Rs.10,000-Rs20,000. The people of income group RS 20,000-30,000 with 30% follow them respectively. As income group ABOVE RS 30,000 are followed with 19% respectively. And 6% of respondents with an income group of below 10,000/- per month. This is represented with a graph. GRAPH -4 0 5 10 15 20 25 30 35 40 5 36 24 15 NUMBEROFRESPONDENTS MONTHLY INCOME OF RESPONDENTS
  113. 113. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 113 INFERENCE: From the survey it is clear that the middle-high class group of people is much going for the Samsung products.
  114. 114. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 114 TABLE 5 Table showing from where Respondents get information about Samsung: Sl.No. Source No.of Respondents Percentage 1 Advertisements 50 64% 2 Dealers 07 08% 3 Friends & Relatives 15 19% 4 Mechanics 08 09% Total 80 100% ANALYSIS:
  115. 115. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 115 According to the survey, the customers are mainly influenced by the advertisements in different Medias, which stand at 64%. Friends and relatives next to follow with 19%, which influences to buy the Samsung products And 9% & 8% of respondents obtained the information through mechanics and dealers respectively. This is represented with a graph. GRAPH-5 20 30 40 50 50 15 NUMBER OF RESPONDENTS HOW RESPONDENTS GET INFORMATION ABOUT SAMSUNG PRODUCTS?
  116. 116. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 116 INFERENCE: From the survey it is clear that people due to advertisement much going for Samsung products.
  117. 117. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 117 TABLE 6 Table showing total number of brands considered before buying Samsung products: Sl.No. No.of Brands No.of Respondents Percentage 1 One 00 00% 2 Two 14 18% 3 Three 58 72% 4 Four & above 08 10% Total 80 100%
  118. 118. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 118 ANALYSIS: 72% of the customers have considered three brands before taking the final decision to buy the Samsung products, and 18% of the customers have considered two brands. And 10% of respondents have considered four and above brands before buying Samsung products. This is represented with a graph. GRAPH-6 10 20 30 40 50 60 0 14 58 8 NUMBER OF RESPONDENTS NUMBER OF BRANDS CONSIDERED BY RESPONDENTS BEFORE BUYING SAMSUNG PRODUCTS
  119. 119. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 119 INFERENCE: This shows that the Samsung is competing with at least 3 brands of products in the market and stands in its own position in sales. TABLE 7
  120. 120. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 120 Table showing time taken for final decision to buy Samsung products by the Respondents: Sl.No. Time taken No.of Respondents Percentage 1 Within a Week 10 12% 2 Within a Month 15 19% 3 Within 3 Months 43 54% 4 Above 3 Months 12 15% Total 80 100%
  121. 121. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 121 ANALYSIS: By the above table it is clear that 54% of the respondents took time for final decision to buy the Samsung products. Respectively 19% of the costumers next to follow within a month to buy the same.And 12% & 15% of the respondents took time for final decision to buy BSNL that is within a week and above 3 months respectively. This is represented with a graph. GRAPH-7 W i t W i t h i W i t h i n A b o v e 3… 10 20 30 40 50 10 15 43 12 NUMBEROFRESPONDENTS TIME TAKEN FOR FINAL DECISION TO BUY SAMSUNG PRODUCTS BY THE RESPONDENTS
  122. 122. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 122 INFERENCE: This makes clear that the consumers will be always aware regarding the market and they take time to think, to go for any product.
  123. 123. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 123 TABLE 8 Table showing who makes the final decision to buy the Samsung product: Sl.No. Decision taken by No. of Respondents Percentage 1 Solely 22 27% 2 Along with parents 19 24% 3 Spouse 28 35% 4 Friends 11 14% 5 Children 00 00%
  124. 124. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 124 6 Others 00 00% Total 80 100% ANALYSIS: The above table shows that 35% of the consumers made decision with spouse. And secondly 27% of the customers took decision solely. Along withparents as next to follow with 24%. & 14% of the respondents made their decision with friends regarding buying the Samsung products. This is represented with a graph. GRAPH-8 30 28 WHO MADE THE FINAL DECISION IN BUYING SAMSUNG PRODUCT
  125. 125. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 125 INFERENCE: From the above, it is clear greater no. of consumer made decision with spouse.
  126. 126. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 126 TABLE 9 Table showing how often the Samsung product is used by the respondents. Sl.No. Frequency No.of Respondents Percentage 1 Every day 62 78% 2 Weekly 14 17% 3 Occasionally 04 05% Total 80 100% ANALYSIS:
  127. 127. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 127 This table shows that the 78% respondents of use the telephone for daily use. And 17% of the customers are next to follow with; who use the Samsung weekly. And 5% of the respondents use their cars occasionally Even this is represented in the form of graph. GRAPH-9 0% 100% 78% 17% 5% FREQUENCY OF SAMSUNG PRODUCTS USED BY THE RESPONDENTS
  128. 128. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 128 INFERENCE: From this graph we can make out that businessmen, individuals, professionals, small family and office going people are the most using the SAMSUNG PODUCTS. TABLE 10
  129. 129. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 129 Table showing number of users of SAMSUNG PODUCTS in a family: Sl.No. Users No.of Respondents Percentage 1 One 43 53% 2 Two 19 24% 3 Three 14 18% 4 Four & above 04 05% Total 80 100% ANALYSIS:
  130. 130. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 130 This table shows that the 53% of the respondents use the care solely. Two users are next to follow with 24% respectively. Three users are next to follow with 18% respectively. This is represented in the graphical form. GRAPH-10 53% 24% 18% 5% NUMBER OF USERS OF SUMSANG IN A FAMILY One Two Three Four & above
  131. 131. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 131 INFERENCE: Here 53% of the respondents opinioned that telephone are used by one person in the family. And 24% of the respondents opinioned that telephone are used by two persons in the family. And 18% of them claimed that 3 persons are using the telephone in the family. 5% respondents opinioned that 4 and above use the telephone in the family. TABLE 11
  132. 132. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 132 Table showing how the Respondents rate the new technology in SAMSUNG PRODUCTS: Sl.No. Opinion No.of Respondents Percentage 1 Fair 09 11% 2 Good 55 69% 3 Excellent 16 20% 4 Not upto expected level 00 00% Total 80 100% ANALYSIS:
  133. 133. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 133 This table clearly the 69% indicates that the customers find GOOD technology and 20% 0f the respondents follow with the opinion EXCELLENT. And remaining 11% of the respondents with the opinion of FAIR. This is represented in the graphical form. GRAPH-11 F a i r G o o d E x c e l… N o t u p… 0 10 20 30 40 50 60 9 55 16 0 NUMBER OF RESPONDENTS OPINION ABOUT NEW TECHNOLOGY IN SAMSUNG PRODUCT Fair Good Excellent Not upto expected level
  134. 134. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 134 INFERENCE: From the survey it is clear that majority of the respondents gave their opinion about new technology in Samsung products as good technology. TABLE 12
  135. 135. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 135 Tables showing how often the Respondents go for Service: Sl.No. Frequency No.of Respondents Percentage 1 Weekly 00 00% 2 Monthly 16 20% 3 Once in 3 Months 44 55% 4 Once in 6 Months 12 16% 5 Not frequently 08 09%
  136. 136. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 136 Total 80 100% ANALYSIS: This table shows that the 55% of the respondents go for service ONCE IN 3 MONTHS. And other 20% of the respondents go for ONCE IN 6 MONTHS. And next to follow is with 16% of the respondents go ONCE IN A MONTH. This is represented in graphical form. GRAPH-12 0% 20% 55% 16% 9% HOW OFTEN THE RESPONDENTS GO FOR SERVICING THE SAMSUNG PRODUCT
  137. 137. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 137 INFERENCE: From the survey it is clear that majority of the respondents go for service once in a 3 months. TABLE 13
  138. 138. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 138 Table showing the Quality of SAMSUNG PODUCTS: Sl.No. Opinion No.of Respondents Percentage 1 Excellent 15 19% 2 Good 54 67% 3 Fair 11 14% 4 Poor 00 00% Total 80 100% ANALYSIS: From the above table it is clear that 67% of the customers believes that the Samsungs products are GOOD. And are rated
  139. 139. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 139 as excellent by the 19% of the respondents and as by the 14% respondents says fair. This is represented in a graphical form. GRAPH-13 0 10 20 30 40 50 60 15 54 11 0 NUMBER OF RESPONDENTS OPINION ABOUT QUALITY OF SAMSUNG PRODUCT Excellent Good Fair Poor
  140. 140. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 140 INFERENCE: This makes clear that most of customer believe that the qualities of SAMSUNG PRODUCTS are good. TABLE 14
  141. 141. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 141 Table showing the rate of the Samsung product concerned with price: Sl.No. Rate No. of Respondents Percentage 1 Cheap 00 00% 2 Reasonable 64 80% 3 Too Costly 16 20% Total 80 100% ANALYSIS: This table clearly shows that the respondents have shown satisfactory results with spares concerned with price factor, which
  142. 142. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 142 stands at 80%. No respondents consider it as low price.Too costly as next to follow with 20% respectively. This is represented in a graphical form. GRAPH-14 0% 80% 20% HOW THE RATE OF THE SAMSUNG PRODUCT CONCERNED WITH PRICE Cheap Reasonable Too Costly
  143. 143. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 143 INFERENCE: From the above, it is clear that the respondents believe that the rate of call concerned with prices should be reasonable. TABLE 15
  144. 144. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 144 Table showing satisfaction of respondents regarding service of SAMSUNG PODUCTS: Sl.No. Opinion No.of Respondents Percentage 1 Excellent 14 18% 2 Good 58 72% 3 Fair 08 10% 4 Poor 00 00% Total 80 100% ANALYSIS: This table shows with regards to satisfaction of respondents. 72% of the respondents were highly satisfied with the service done by
  145. 145. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 145 the company. This shows that the wide range of customers have accepted the service renders capability.And 18% & 10% of the respondents consider excellent and fair respectively This is represented in a graphical form. GRAPH-15
  146. 146. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 146 INFERENCE: The above survey shows that most of the respondents believe that the service done by the companies are good. CHAPTER-5 0 0 Excellent Good Fair Poor
  147. 147. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 147 SUMMARY OF FINDINGS AND CONCLUSION SUMMARY OF MAIN FINDINGS 1) 41.25% of the respondants are aged between 35-40. 2) 65% of respondants are male.
  148. 148. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 148 3) 48.75% of the customers are professionals and 30% of them are self employed and salaried. 4) 45% of the customer’s monthly income is between Rs. 10000/- to 20000Rs. 5) 64% of the customers get to know about Samsung products through advertisement. 6) Most of the times, three brands are considered before buying Samsung products. 7) Spouse makes the final decision to buy the Samsung 8) 80% o the customers have not received any compliment form the SAMSUNG for any occasions. 9) From the survey I found out that the respondents believe that the rate of call concerned with prices should be reasonable.
  149. 149. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 149 10) From the survey I found out thatmost of the respondents believe that the service done by the companies are good. CONCLUSION To sum up the art of consumer behaviour plays a very significant role contributing to the organization’s goals, image, survival and growth. When consumer satisfaction is improved it spreads satisfaction to the employees, supervisors, manager . It even helps society and the nation through better utilization of the resources of the SAMSUNG. The SAMSUNG has adopted so many new techniques to attract the customers. But there is no effective implementation. If done effectively the SAMSUNG not only satisfy the customers but it
  150. 150. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 150 can also delight them, which is very important for the growth of business of the bank. Many experts have played very important role in consumer behaviour technique. Every bank or organizations has to select the right techniques suitable for the organization so as to give full satisfaction to the customers.
  151. 151. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 151 CHAPTER-6 RECOMMENDATIONS AND SUGGESTIONS
  152. 152. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 152 RECOMMENDATIONS AND SUGGESTION 1) Schemes: Attractive schemes should be provided for the customers and also the SAMSUNG should start giving more facility to its customers without much complications. 2) Compliments: SAMSUNG can provide its customers with compliment gifts like “calendar” or a “dairy” notifying where the customers are delighted. 3) Customer research study: The SAMSUNG can do a customer research study, yearly or half yearly to get more
  153. 153. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 153 information about the customer’s likes, dislikes and can change the attitudes and policies to provide satisfaction to the customers. 4) Advertisement: SAMSUNG customer are unaware of its schemes, other schemes, simply because the lacks publicity, so it requires more advertisement. Advertisement can be made in the following ways according to the SAMSUNG convenient: a) Advertisement can be made through print media & TV 5) Training schemes for employees: The SAMSUNG should implement a well designed training scheme for employees with regard to the proper
  154. 154. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 154 method like TQM (Total Quality Management), PD (Product development), stimulation which helps in dealing with customers that inturn will help both the customers and also the SAMSUNG to improve its business. 6) The foremost suggestion, which I have to give, is reduction in minimum balance and initial deposit. They must reduce to some minimum amount. 7) Reception area: To avoid waiting time of customers the SAMSUNG can provide enough number of chairs with TV and light music facility, which in turn help in reducing the burden of waiting time. 8) SAMSUNG should provide the convenient parking facility to the customers.
  155. 155. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 155 9) Response from the employees: All employees should give proper response to the employees when customers have any doubts. 10) Majority of the customers of SAMSUNG feel that service is good but not excellent. 11) Awareness of some of the services like Campus, Senior citizens services among the people is less. 12) Door service facility: SAMSUNG was introducing the door service facility but they are not implementing effectively. So customers are dissatisfying with this facility.
  156. 156. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 156 13) SAMSUNG is concentrating only a high class and higher middle class people. It has to concentrate on lower middle class people also.
  157. 157. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 157 CHAPTER-7
  158. 158. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 158 APPENDICES AND ANNEXURES APPENDICES AND ANNEXURES
  159. 159. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 159 QUESTIONNAIRE TITLE: A STUDY ON CUSTOMER SATISFACTION TOWARDS SAMSUNG Respected Sir/Madam I am MOHAMMED GUFRAN, III year BBM student, as part of my curriculum I am preparing a project report on the title A STUDY ON- “CONSUMER SATISFACTION TOWARDS SAMSUNG”. So kindly lend me few valuable minutes for your response. Name: . Address: .
  160. 160. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 160 Mobile No: . Occupation: . 1.AGE 18-25 [ ] 25-30 [ ] 30-35 [ ] 40&above [ ]
  161. 161. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 161 2. Gender:- Male [ ] Female [ ] 3. OCCUPATION:- Businessman [ ] Employed [ ] Doctor Housewife [ ] Students [ ]
  162. 162. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 162 4. ANNUAL INCOME:- Below 10,000 [ ] 10,000-20,000 [ ] 20,000-30,000 [ ] Above 30,000 [ ] 5. Have you seen the advertisement of Samsung? If yes which media? Television [ ] Newspaper [ ] Magazine [ ] Hoardings [ ] 6. Total number of brands considered before buying Samsung products?
  163. 163. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 163 One [ ] Two [ ] Three [ ] Four & Above [ ] 7. How much time taken for final decision to buy Samsung products by you? Within a Week [ ] Within a Month [ ] Within 3 Months [ ] Above 3 Months [ ] 8. Who makes the final decision to buy the Samsung product? Solely [ ]
  164. 164. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 164 Along with parents [ ] Spouse [ ] Friends [ ] 9How often the Samsung product is used by you? Every day [ ] Weekly [ ] Occasionally [ ] 10. How many Number of users of SAMSUNG PRODUCTS in a family? One [ ]
  165. 165. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 165 two [ ] Three [ ] four& above [ ] 11. How will you rate the new technology in SAMSUNG PRODUCTS? Fair [ ] Good [ ] Excellent [ ] Not Satisfactory [ ] 12. How often the you go for Service? Weekly [ ] Monthly [ ] Once in 3 Months [ ]
  166. 166. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 166 Once in 6 Months [ ] Not frequently [ ] 13. How will you rate the Samsung product concerned with price? Cheap [ ] Reasonable [ ] Too costly [ ] 14. Are you satisfy with the service of Samsung product? Excellent [ ] Good [ ] Fair [ ] Poor [ ]
  167. 167. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 167 Thank you for your Kind and Honest response Date: - Sign/-
  168. 168. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 168 CHAPTER-8 BIBLIOGRAPHY
  169. 169. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 169 REFERENCES Books: NAME OF THE BOOKAUTHOR  Marketing management Philip Kotler  ProductManagement M . shiv Kumar  Business Research Method Reddy, Appannaiah Website:  www.google.com  www.Samsung.org.  www.Samsung.co.in. News paper:  Times of India Magazine:  Business Today
  170. 170. A STUDY ONCUSTOMERSATISFACTION TOWARDS SAMSUNG BRINDAVAN COLLEGE Page 170

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