“ CONSUMER SATISFACTION TOWARDS

NOKIA E Series HANDSETS

IN NCR REGION “

PROJECT REPORT SUBMITTED TOWARDS PARTIAL

FULFILLMENT OF POST GRADUATE DIPLOMA IN
MANAGEMENT

(Approved by AICTE, Govt. of India)

(Equivalent to MBA)
ACADEMIC SESSION
2009-11

Under the Guidance of: Submitted By:

Dr. Sadia Samar Ali, Manvi Gupta (BM-009104)
Associate Prof. & Head (Operations) Navneet Kumar (BM-09114)
IMS Ghaziabad. Nikhil Singh (BM-09124)
Pallavi Singh(BM-09134)
INSTITUTE OF MANAGEMENT STUDIES
C-238, BULANDSHAHR ROAD,
GHAZIABAD -201009.
 
 

DECLARATION

We hereby declare that the project work entitled: “CONSUMER

SATISFACTION TOWARDS NOKIA E SERIES IN NCR REGION” is

an original work prepared by us for the fulfillment of academic project work of IInd

trimester under the guidance and supervision of Prof. Dr. Sadia Samar Ali at IMS,

Ghaziabad and have not been submitted or produced at any other colleges earlier.

MANVI GUPTA (BM09104)

NAVNEET KUMAR (BM09114)

NIKHIL SINGH (BM09124)

PALLAVI SINGH (BM09134)

 
 

CERTIFICATE

This is to certify that Ms. Manvi Gupta, Mr. Navneet Kumar, Mr. Nikhil

Singh, Ms. Pallavi Singh, students of 1 st year of Post Graduate Diploma in

Management have prepared project entitled as “ CONSUMER

SATISFACTION TOWARDS NOKIA E SERIES IN NCR REGION ” in

the subject QUANTITATIVE TECHNIQUES FOR MANAGERS-II under my

guidance and supervision as a part of partial fulfillment of requirement of

post graduate diploma of management by INSTITUTE OF MANAGEMENT

STUDIES, GHAZIABAD.

Dr. Sadia Samar Ali

Associate Professor & Head

(Operations)

                                                                                                                 IMS Ghaziabad 
 
 

ABSTRACT

As we all know that Nokia is a very famous brand of mobile handset manufacturing.

It has launched various models of mobile phones from lower price segment to upper

price segment. Our project is mainly concentrated on Nokia E series which is

designed for business class peoples and higher class peoples of the society as the cost

is comparatively high.

We are focusing on the problems of consumers so to provide better solution for them.

We are performing a survey in which we have asked our E series customers about the

features they are facing problems with the help of a questionnaire. On the basis of our

findings, we have performed chi square test to find out the main problems and find

there solution.

 
 

ACKNOWLEDGEMENT

No task whatever big or small can be completed without proper guidance and

encouragement. It gives us a great pleasure to express our deep sense of gratitude

and reverence to every person who created a congenial atmosphere for successful

completion of this project.

We would like to express our gratitude and profound thanks to Dr. Sadia Samar

Ali, Faculty, Institute of Management Studies, Ghaziabad for her valuable

sustained, guidance, invaluable suggestions and constant encouragement without

which it would not have been possible for us to complete this project.

 
 

CONTENTS

SL. NO. TOPIC PAGE NO.

1. INTRODUCTION 1-3
2. STRUCTURE 4-5
3. OBJECTIVE 6-7
4. NOKIA E SERIES 8-12
5. PROBLEMS FACED BY NOKA E SERIES 13
CUSTOMERS
6. RESEARCH METHODOLOGY 14-16
7. PRIMARY DATA 17- 26
8. CONCLUSION & RECOMMENDATION 27-28
9. REFERENCES 29
10. APPENDIX 30-32
 

 
 

1. INTRODUCTION

1.1 ABOUT NOKIA

Nokia is the world leading mobile phone supplier. It is the market leader in mobility,

driving the transformation and growth of the converging internet and communications

industries.

1.2 HISTORY

Nokia Corporation is a Finnish multinational communications corporation that is

headquartered in KEILANIEMI, Espoo, a city neighboring Finland's capital Helsinki.

Nokia is engaged in the manufacturing of mobile devices and in converging Internet

and communications industries, with 128,445 employees in 120 countries, sales in

more than 150 countries and global annual revenue of EUR 50.7 billion and operating

profit of 5.0 billion as of 2008. It is the world's largest manufacturer of mobile

telephones: its global device market share was about 38% in Q3 2009, at the same

level as in Q3 2008 and in Q2 2009. Nokia produces mobile devices for every major

market segment and protocol, including GSM, CDMA, and W-CDMA (UMTS).

Nokia offers Internet services that enable people to experience music, maps, media,

messaging and games. Nokia's subsidiary Nokia Siemens Networks produces

telecommunications network equipment, solutions and services. The company is also

engaged in providing digital map information through its wholly owned subsidiary

Navteq.

 
 
Nokia has sites for research and development, manufacture and sales in many

countries throughout the world. As of December 2008, Nokia had R&D presence in

16 countries and employed 39,350 people in research and development, representing

approximately 31% of the group's total workforce. The Nokia Research Center,

founded in 1986, is Nokia's industrial research unit consisting of about 500

researchers, engineers and scientists. It has sites in seven countries: Finland, China,

India, Kenya, Switzerland, the United Kingdom and the United States. Besides its

research centers, in 2001 Nokia founded (and owns) INdT – Nokia Institute of

Technology, a R&D institute located in Brazil. Nokia operates a total of 15

manufacturing facilities located at Espoo, Oulu and Salo, Finland; Manaus, Brazil;

Beijing, Dongguan and Suzhou, China; Farnborough, England; Komárom, Hungary;

Chennai, India; Reynosa, Mexico; Jucu, Romania and Masan, South Korea. Nokia's

Design Department remains in Salo, Finland.

Nokia is a public limited liability company listed on the Helsinki, Frankfurt, and New

York stock exchanges. Nokia plays a very large role in the economy of Finland; it is

by far the largest Finnish company, accounting for about a third of the market

capitalization of the Helsinki Stock Exchange (OMX Helsinki) as of 2007, a unique

situation for an industrialized country. It is an important employer in Finland and

several small companies have grown into large ones as its partners and

subcontractors. Nokia increased Finland's GDP by more than 1.5% in 1999 alone. In

2004 Nokia's share of the Finnish GDP was 3.5% and accounted for almost a quarter

of Finland's exports in 2003.

 
 
Finns have consistently ranked Nokia as both the best Finnish brand. The Nokia

brand, valued at $34.9 billion, is listed as the fifth most valuable global brand in the

interband business Best Global Brands list of 2009 (first non-US company). It is the

number one brand in Asia (as of 2007) and Europe (as of 2008), the 42nd most

admirable company worldwide in Fortune's World's Most Admired Companies list of

2009 (third in Network Communications, seventh non-US company) and the world's

85th largest company as measured by revenue in Fortune Global 500 list of 2009, up

from 88th the previous year As of 2009, AMR Research ranks Nokia's global supply

chain number six in the world.

 
 

2. STRUCTURE

NOKIA’S organizational structure is designed to position it for a world where the

mobile device, the Internet and the computer are fusing together.

Its Devices unit is responsible for developing and managing it’s portfolio of mobile

devices, which they make for all major consumer segments.

Services designs and develops Internet services that enrich the experience people have

with their mobile devices and the web. Messaging, music, maps, media as well as Ovi

developer tools are key focus areas as we continue to expand their services offering to

consumers and create opportunities for developers and content providers.

Solutions are responsible for driving Nokia's offering of solutions, where the mobile

device, personalized services and content are integrated into a unique and compelling

package for the consumer. The unit is tasked with concepting and creating such

solutions.

Market manages its supply chains, sales channels, brand and marketing activities and

is responsible for delivering our devices, services and solutions to the consumer.

Corporate Development provides operational support to Devices, Services, Solutions

and Markets, and is also responsible for exploring corporate strategic and future

growth opportunities.

 
 
Nokia Siemens Networks provides wireless and fixed network infrastructure,

communications and networks service platforms, as well as professional services to

operators and service providers.

NAVTEQ is a leading provider of comprehensive digital map data for automotive

navigation systems, mobile navigation devices, Internet-based mapping applications,

and government and business solutions. NAVTEQ's map data will be an important

part of the Nokia Maps service that brings downloadable maps, voice-guided

navigation and other context-aware web services to people's pockets.

✱◆❉❃❋✴❉❍❅✿❁■❄ ❁
❄❅❃❏❍❐❒❅▲▲❏❒
❁❒❅■❅❅❄❅❄ ▼
❏▲ ❅❅▼
❈❉▲❐❉❃▼◆❒❅✎

 
 

3.OBJECTIVE OF THE STUDY

Nokia itself is a big brand. Every now and then it is launching new handsets. Some of

them are accepted while some of them are rejected. Here in this project we have

chosen Nokia E series to make our study more specific and recognize the problems

and suggest recommendations in a better way. Our main objective is to collect

primary data from customers using Nokia E series and get to know their feedback on

various aspects of their handset categorizing on a series of factors in our

questionnaire. Through this we will get to study the various problems that customers

face while using the NOKIA E SERIES mobile phones and what recommendations

we could suggest so as to find a better solution for further improvement. We point out

our objectives as follows:

1) To analyse the future needs and aspirations of customers from Nokia E series.

2) To verify the satisfaction level of customers by using this handset series.

3) To focus the interest, likings and dislikings of customers.

4) To find out measures to improve the overall performance.

 
 

3.1 USE OF STUDY:

1. The research project report can be further used for future references.

2. It can be used to work on R & D by Nokia as per customers’ demand and

preferences.

3.The research project can also be used to determine the likely impact of E series

handset of Nokia on overall brand establishment of Nokia.

4. This project will help industry to analyse the reasons for customers satisfaction and

dissatisfaction.

 
 

4.NOKIA E-SERIES

The Nokia E-series consists of business-oriented smart phones, with emphasis on

enhanced connectivity and support for corporate e-mail push services. All devices

have advanced office features. Phones equipped with WIRELESS LAN also provide a

VOIP client (SIP Protocol).

4.1 Announcement

On October 12, 2005, mobile phone manufacturer NOKIA announced what the

company refers to as the E series, consisting of the three mobile phones, the NOKIA

E60, NOKIA E61 AND NOKIA E70. On May 18, 2006, Nokia announced the

addition of the E50 to the series, which it refers to as a "business device" rather than a

"Smartphone.”

On February 12, 2007, Nokia announced the addition of three new devices to the

series; E61i, E65 AND E90.

On April 11, 2008, Nokia Australia has advised that the E61i will be discontinued in

May 2008 and be replaced by a more featured but smaller E71.

Nokia's announced their new E60, E61, and E70 3G (WCDMA) phones with WiFi

and mobile mail targeting mobile business users. All the Series 60 Es run on Symbian

OS 9.1 and will support advanced voice services such as Push-To-Talk and SIP

allowing companies to integrate these phones into their Avaya or Cisco IP PBX (think

4-digit dialing and assisted call answering). The E60 candy bar is optimized for voice

and targets GSM 900 / 1800 / 1900 and WCDMA2100 networks while the E61 takes

 
 
a shot off the MOTOROLA Q’S bow and includes all the IP telephony functions but

is optimized for mobile email and operates in quad-band GSM and WCDMA 2100

networks. The E70 is their enterprise all-in-one messaging device and will be released

in two flavas: one for Europe and Asia and another for the Americas. Available in the

first quarter of 2006 worldwide priced between €350 and €450. This is a big deal for

Nokia—more pics after the jump.

Nokia first launched its E-series, the range of business-oriented smart phones, in the

year 2005 and since then, the company has been churning out new and improved

handsets in the range every year. In Nokia E-series, E stands for Enterprise and as per

the name; the phones belonging to this series are perfect for all the entrepreneurs, who

are always on the move as well as those who cannot leave their desk even for a single

minute.

This is because it’s WCDMA (or GSM) is for those who cannot seem to sit in one

place for too long, while WLAN (WiFi and VOIP) looks as if it’s custom made for

those have to remain in the office forever. With the e-series, Nokia has emphasized

quite a lot on the enhanced connectivity and support for corporate e-mail push

services. No wonder, the phone is becoming one of the favorites for the corporate

honchos!

 
 
4.2 Nokia E50

With its sleek look, 1.3 megapixel camera, quad band GSM, MP3 player and HTML

browser, Nokia E50 is perfect for any user. Add to this the in-search device, mobile

office (MS Word, PowerPoint and Excel), PDF Viewer, Zip viewer, file manager,

conference facilities and email notification it offers and you have the perfect phone

for the new-age executives.

4.3 Nokia E51

With high-speed mobile browsing, email, multimedia features, a multitude of

connectivity options, convenient shortcut keys, and mini map, the soon to be launched

Nokia E51 is just the pick for businessmen. Not to forget its 2 megapixel camera, 4x

digital zoom, playback with H.264 (MPEG-4), 3gpp & Real codec’s and video calling

that go perfectly with its slim design.

4.4 Nokia E61

If you want that competitive edge over others, go for the advanced Nokia E61. The

main features of the handset include advanced email capabilities, flexible and fast

data connections, push email support, multi-tasking capabilities and Series 60 3rd

edition, Symbian OS 9.1 Operating System. However, there is no camera.

 
 
4.5 Nokia E61i

The effective attachment handling, one-touch keys, QWERTY keyboard and fast

connections of Nokia E61i promise the user an improved email experience. Quick

office, ZIP Manager, Adobe Acrobat Reader, conference calling and VoIP calling

readiness are some of the other features of this smart phone. The 2-mega-pixel camera

makes it a better version of Nokia E61.

4.6 Nokia E62

Nokia E62 supports third party email clients like Blackberry Connect, apart from

Microsoft Office 97, 2000, XP and 2003. The S60 3rd edition, Symbian OS 9.1

Operating system, GSM 850/900/1800/1900 MHz network and multi-tasking

capabilities of this phone make it the preference of many.

4.7Nokia E65

The slim and sleek Nokia E65 packs within itself a range of voice features, One

Touch keys, a built-in email client, and multiple connectivity options. It also makes

cost-efficient VoIP (voice over IP) calls via WLAN, has 2-megapixel cameras, and is

capable of being converted into an in-office PBX. The operating frequency has

WCDMA 2100, EGSM 850/900/1800/1900 and Integrated WLAN.

 
 

4.8 Nokia E70

Apart from push email solutions, Nokia E70 offers native email client and attachment

viewers, editors for documents, spreadsheets and presentations as well as a full

keyboard. It has GPRS/EGPRS and WCDMA networks and boasts of applications

that synchronize with Microsoft Outlook and Lotus Notes. The phone is based on

Symbian OS v9.1 and has 2-megapixel cameras.

4.9 Nokia E90 Communicator

Nokia E90 Communicator, with its mobile broadband, email, and multiple office

functions, eliminates the need of carrying a laptop. Other features include QWERTY

keyboard, high-speed 3G mobile broadband connection, WCDMA and quad-band

GSM international roaming, integrated GPS mapping and 3-megapixel cameras.

Total market share of Nokia in India by December 2009 is 66.51%.

Total market share of Nokia e series in India by December 2009 is 4.16%.

 
 

5. PROBLEMS FACED BY NOKIA E SERIES

CUSTOMERS

We set a hypothesis about the levels of satisfaction and dissatisfaction of using Nokia

E series mobile by 100 customers and came out with some really surprising problems

which a company of Nokia’s stature should seriously look into.

The various problems faced are as follows:

1. Poor connectivity of Wifi/GPS system in various models of Nokia E series

handsets.

2. Heavy weight of the handset

3. High price range

4. Poor camera quality

5. Quality of speakers

 
 

6.RESEARCH METHODOLOGY

Chi-Square Test

Chi-square is a statistical test commonly used to compare observed data with data we

would expect to obtain according to a specific hypothesis. For example, if, according

to Mendel's laws, you expected 10 of 20 offspring from a cross to be male and the

actual observed number was 8 males, then you might want to know about the

"goodness to fit" between the observed and expected. Were the deviations

(differences between observed and expected) the result of chance, or were they due to

other factors. How much deviation can occur before you, the investigator, must

conclude that something other than chance is at work, causing the observed to differ

from the expected. The chi-square test is always testing what scientists call the null

hypothesis, which states that there is no significant difference between the expected

and observed result

The formula for calculating chi-square ( χ2) is: χ2= Σ (o-e)2/e

That is, chi-square is the sum of the squared difference between observed (o) and the

expected (e) data (or the deviation, d), divided by the expected data in all possible

categories.

Step-by-Step Procedure for Testing Your Hypothesis and Calculating Chi-Square

1. State the hypothesis being tested and the predicted results. Gather the data by

conducting the proper experiment (or, if working genetics problems, use the data

 
 
provided in the problem).

2. Determine the expected numbers for each observational class. Remember to use

numbers, not percentages.

Chi-square should not be calculated if the expected value in any category is less

than 5.

3. Calculate 2 using the formula. Complete all calculations to three significant digits.

Round off your answer to two significant digits.

4. Use the chi-square distribution table to determine significance of the value.

Determine degrees of freedom and locate the value in the appropriate column.

Locate the value closest to your calculated 2 on that degrees of freedom df row.

Move up the column to determine the p value.

5. State your conclusion in terms of your hypothesis.

If the p value for the calculated 2 is p > 0.05, accept your hypothesis. 'The deviation is

small enough that chance alone accounts for it. A p value of 0.6, for example, means

that there is a 60% probability that any deviation from expected is due to chance only.

This is within the range of acceptable deviation.

If the p value for the calculated 2 is p < 0.05, reject your hypothesis, and conclude that

some factor other than chance is operating for the deviation to be so great. For

example, a p value of 0.01 means that there is only a 1% chance that this deviation is

 
 
due to chance alone. Therefore, other factors must be involved.

The chi-square test will be used to test for the "goodness to fit" between observed and

expected data from several laboratory investigations.

ANALYSIS OF DATA COLLECTION

In order to present the report with a pragmatic approach along with the theoretical

aspect some primary data is collected so as to present our report with facts and figure

 
 

7. PRIMARY DATA:

The primary data has been collected by preparing a questionnaire that was circulated

over hundred customers. They have been asked questions regarding the satisfaction

level in terms of services provided to them and various handset features. A specimen

of the questionnaire is attached.

PRIMARY DATA COLLECTED WITH THE HELP OF

QUESTIONNAIRE; SAMPLE NCR WITH 100 SAMPLE SIZE

Poor Satisfactory Good Very Excellent Total

Good

Price 22 31 20 14 13 100

Battery 08 11 32 28 21 100

Back Up

WIFI / 34 22 23 14 07 100

GPS

connectivity

Looks 16 14 18 29 23 100

Advertising 18 28 26 14 14 100

 
 

Business 09 09 24 27 31 100

Related

features

Weight 18 25 31 10 16 100

Service 17 09 29 24 21 100

QWERTY 04 16 20 23 37 100

keyboard

 
 
7.1 SURVEY 1 : To determine whether given features are responsible for customer

satisfaction or dissatisfaction.

SATISFACTION LEVEL

POOR SATISFACTORY GOOD VERY EXCELLENT TOTAL

GOOD

PRICE 22 31 20 14 13 100

WIFI/ 34 22 23 14 07 100

GPS

WEIGHT 18 25 31 10 16 100

( handset)

74 78 74 38 36 300

H0 : there is no association of features of handset with the level of dissatisfaction.

H1 : there is association of features of handset with the dissatisfaction of customers.

Level of significance, α = 5 %

Degree of freedom = (r-1) (c-1) = (3-1) (5-1) = 2 * 4 = 8

ℵ2(.o5.8) = 15.5073

 
 
ℵ2statistic = i=1
15
∑ = (0- E)2 / E

E11 = R1C1/ N = (100 * 74 )/300 = 24.66

E12 = R1C2/ N = (100 * 78 )/300 = 26

E13 = R1C3/ N = (100 * 74 )/300 = 24.66

E14 = R1C4/ N = (100 * 38 )/300 = 12.66

E15 = R1C5/ N = (100 * 36 )/300 = 12

E21 = R2C1/ N = (100 * 74 )/300 = 24.66

E22 = R2C2/ N = (100 * 78 )/300 = 26

E23 = R2C3/ N = (100 * 74 )/300 = 24.66

E24 = R2C4/ N = (100 * 38 )/300 = 12.66

E25 = R2C5/ N = (100 * 36 )/300 = 12

E31 = R3C1/ N = (100 * 74 )/300 = 24.66

E32 = R3C2/ N = (100 * 78 )/300 = 26

E33 = R3C3/ N = (100 * 74 )/300 = 24.66

E34 = R3C4/ N = (100 * 38 )/300 = 12.66

E35 = R3C5/ N = (100 * 36 )/300 = 12

ℵ 2 calculation

 
 

O E (O –E)2 (O –E)2 / E

22 24.66 7.07 .28

31 26 25 .96

20 24.66 21.71 .88

14 12.66 1.79 .14

13 12 1 .08

34 24.66 87.23 3.53

22 26 16 .61

23 24.66 2.75 .11

14 12.66 2.75 .11

07 12 25 2.08

18 24.66 44.35 1.80

25 26 1 .04

31 24.66 40.19 1.63

10 12.66 7.07 .558

16 12 16 1.33

14.168

 
 

ℵ 2 cal = 14.168

ℵ 2 tab = 15.5073

as seen clearly , ℵ 2 cal < ℵ 2 tab

therefore we accept H0, ie to say that there is no association of above features of

handset with the level of dissatisfaction of customers.

 
 
7.2 SURVEY 2 : To determine whether consumers are satisfied by given features

and service of Nokia E series or not.

SATISFACTION LEVEL

POOR SATIS GOOD VERY EXCELLENT TOTAL

FACTORY GOOD

BATTERY 8 11 32 28 21 100

BACKUP

WIFI/ 4 16 20 23 37 100

GPS

WEIGHT 17 9 29 24 21 100

(handset)

29 36 81 75 79 300

H0 : there is no association of above features of handset with the satisfaction of

customers.

H1 : there is association of above features of handsets with the satisfaction of

customers.Level of significance, a = 5 %

Degree of freedom = (r-1) (c-1) = (3-1) (5-1) = 2 * 4 = 8

 
 
À2(.o5.8) = 15.5073

À2statistic = i=1
15
å = (0- E)2 / E

E11 = R1C1/ N = (100 * 29 )/300 = 9.66

E12 = R1C2/ N = (100 * 36)/300 = 12

E13 = R1C3/ N = (100 * 81 )/300 = 27

E14 = R1C4/ N = (100 * 75)/300 = 25

E15 = R1C5/ N = (100 * 79)/300 = 26.33

E21 = R2C1/ N = (100 * 29 )/300 = 9.66

E22 = R2C2/ N = (100 * 36)/300 = 12

E23 = R2C3/ N = (100 * 81 )/300 = 27

E24 = R2C4/ N = (100 * 75)/300 = 25

E25 = R2C5/ N = (100 * 79)/300 = 26.33

E31 = R3C1/ N = (100 * 29 )/300 = 9.66

E32 = R3C2/ N = (100 * 36)/300 = 12

E33 = R3C3/ N = (100 * 81 )/300 = 27

E34 = R3C4/ N = (100 * 75)/300 = 25

E35 = R3C5/ N = (100 * 79)/300 = 26.3

 
 
À2 calculation

O E (O –E)2 (O –E)2 / E

8 9.61 2.75 .28

11 12 1 0.08

32 27 25 0.92

28 25 9 0.36

21 26.33 28.40 1.08

04 9.66 32.03 3.32

16 12 16 1.33

20 27 49 1.81

23 25 4 .16

37 26.33 113.84 4.32

17 9.66 53.87 5.57

09 12 9 .75

29 27 4 .15

24 25 1 .04

21 26.33 28.40 1.08

 
 

21.25

À2 cal = 21.25

À2 tab = 15.5073

as seen clearly , À2 cal > À2 tab

therefore we reject H0, i.e to say that there is association above mentioned featues of

Nokia E series handset with the satisfaction of customers.

 
 

CONCLUSION AND RECOMMENDATION

After an extensive survey from sample size of 100 from population using Nokia E

series handset, we made a conclusion that the customer choice and preferences are

feature oriented. Nokia E series is used normally by elite class and upper sections of

the society especially the business class. So, price although being hefty doesn’t

impact much although to some extent it is associated with employee dissatisfaction.

Major concern was for WIFI/GPS systems. It wasn’t easy to use, nevertheless the

customers went in for buying E series because of the status and value it added to their

profile. Through our survey, we can conclude that customers are quite satisfied by the

performance of the handset but they still want the connectivity of the mobile to

improve. Moreover, through our survey we came across that the customers are quite

brand loyal. Though the handsets are having some feature problems but still the

customers rather want to stick to Nokia instead of switching over to other companies.

But still there is always room for improvement and so after our survey we came up

with the following recommendations.

 
 

RECOMMENDATIONS & MANAGERIAL IMPLICATIONS

We have some point wise recommendation for Nokia as follows:

• Nokia should do a bit more work on its R & D so as to come up with more

improved technology

• Instead of just mere paper working, their research teams need to be effective

• Nokia should launch test models before going in for mass production

• There is always a room for improvement in its features specially the WIFI and

GPS system

• Design and software of old models should not be repeated

Through this survey work, we expect that our study will definitely help managers

associated with R&D of Nokia to get a insight into what specific customers using

Nokia E series expect from the company. So, they could come out with enhanced

features and work upon the problems faced by the customers. Although our sample

size was confined to 100, but it is more than enough to give a blue print of choice and

preferences of customers at NCR region.

 
 

9. REFERENCES

WEBSITES

1. www.nokia.co.in/Eseries 

2. www.scribd.com/doc/nokia 

3. www.coolavenues.com/know/nokia

BOOKS

Quantitative Techniques For Managers BY R.K. Bharadwaj, Anuradha R.

Chetiya, Kakali Majumdar ( Himalaya Publishing House, edition 2009 )

 
 

10. APPENDIX

QUESTIONNAIRE (NOKIA E SERIES)

NAME:……………………………………………

AGE:………………………………………………
OCCUPATION:…………………………………..

Email Id: …………………………………………..

1. Do you use NOKIA E series handset?

A. YES B. NO

2. Which model of Nokia E series do u have?

..........................................

3. For how long have you been using this handset?

.............................................
 
 

4. From where did you get the information about Nokia E series handsets?

A. INTERNET

B.NEWSPAPER

C. TV Ad

D. RELATIVES/FRIENDS

E. IF OTHERS, PLEASE SPECIFY.........................

5. Did you find any difficulty in looking for Nokia outlets?

A. Yes B. No

6. Please tick one-

SPECIFICATIONS/RATINGS 1 2 3 4 5
(POOR) (SATIS (GOOD) (VERY (EXCELLENT)
FACTORY) GOOD)

1.Price

2.Battery backup

3. WI FI/GPS connectivity

4. QWERTY keyboard

5. Looks

6. Advertising

7. Business related features

8. Weight

 
 

9. Service

7. What was the most striking feature of the handset that prompted you to buy this
handset?

..................................................

8. What additional features would you like to have in your handset? Please specify.

....................................................

9. If you get an option to change your handset, would you stick with Nokia or go
in for any other company. If NO, please mention the name of the company.

A.YES B.NO..................................................

10. Would you suggest others to buy this handset?

A. YES B. NO