A study on Customer Satisfaction

RANI CHANNAMMA UNIVERSITY, BELAGAVI

B.V.V Sangha’s

BASAVESHWAR COMMERCE COLLEGE BAGALKOT

Department of Commerce
2024-25

PROJECT REPORT ON

“A STUDY ON CUSTOMER SATISFACTION

IN SRI VEERABHADRESHWAR DIGITAL
PLAZA BAGALKOT”

SUBMITTED BY
Mr. Soyab Hattarkal
[Link] VI Semester
Roll No: 167
Rag No: U15JOC0167

Internal Guide External Guide Principal

Prof [Link] [Link] [Link] v Chavan
A study on Customer Satisfaction

DECLARATION

I undersigned Mr. Soyab .M. Hattarkal (Reg. No.

U15JO22C0167), hereby declare that I have prepared the project
report entitled “A Study on of Sri Veerbhadreshwar digital plaza
bagalkot.”underthe guidance and direction of [Link]
Lecturer of Basaveshwar Commerce College Bagalkot in partial
fulfilment of award of the Bachelor’s Degree in Commerce from Rani
Channamma University Belagavi, during the academic year 2024-25.

I further declare that this project is the result of my

own effort sand has not was submitted to any other university or
institute for award of any degree.

PLACE: Bagalkot [Link]

DATE: [Link]:U15JO22C0167
A study on Customer Satisfaction

ACKNOWLEDGEMENT

It is my privilege to extend the words of thanks to those people who have helped
and encouraged me in completing this study successfully.

I would like to avail this opportunity to express my gratitude and sincere

thanks to my external guide [Link], Manager of Mr shri ratan of
SRI VEERDHRESHWAR DIGITAL PLAZA BAGALKOT for giving me permission
as well as guidance on the topic. A study on customer satisfaction

I am extremely thankful to the employees of Mr Manjunath SRI

VEERDHRESHWAR DIGITAL PLAZA BAGALKOT for providing me the
information.

I express my sincere thanks to Dr. Jagannath V Chavan, Principal of B.V.V.S.

Basaveshwar Commerce College for his constant support.

I express my deep sense of gratitude to my internal guide

[Link], for her valuable suggestions, and guidance.

I also express my gratitude to all the other faculty members of the

department for their help to prepare this report.

I express my gratitude to my parents, without whose never ending support

anything would have been possible. I am really thankful to all my friends and
those who encouraged me to complete this task successfully.

[Link] hattarkal
A study on Customer Satisfaction

EXECUTIVE SUMMARY

This project examines the customer satisfaction of Samsung Pvt Sri Veerabhadreshwar
digital plaza, Bagalkot. The Indian smartphone market is highly competitive, with brands
continuously innovating to attract consumers. As digital adoption increases and customer preferences
evolve, companies must implement effective customer satisfaction to maintain a strong market
presence.

The study focuses on understanding the key customer satisfaction adopted by Sri Veerabhadreshwar
digital plaza to promote Samsung smartphones. A survey was conducted among walk-in customers at
the showroom to analyse their purchasing behaviour, factors influencing their decisions, and the
effectiveness of various promotional tactics. The report presents an analysis of data collected through
a structured questionnaire from 60 respondents regarding Samsung’s market positioning.

With the growing demand for smartphones in Bagalkot, Sri Veerabhadreshwar digital plaza leverages
multiple marketing channels, including word-of-mouth, social media promotions, and in-store
customer engagement.
The study highlights how pricing, promotional offers, brand reputation, and customer service

contribute to Samsung’s sales performance at the dealership. Understanding these strategies

provides valuable insights into enhancing marketing efforts and improving customer outreach.
A study on Customer Satisfaction

CONTENTS

Chapter 1: INTRODUCTION OF THE TOPIC

 BACKGROUND HISTORY OF SAMSUNG MOBILE

 BRIEF INTRODUCTION TO THE OBJECTIVE
 OBJECTIVE OF THE STUDY
 OBJECTIVES OF THE REPORT
 ISSUE/PROBLEMS OF THE REPORT
 SWOT ANALYSIS
 CURRENT SITUATION OF THE ORGANISATION

Chapter 2: RESEARCH DESIGN AND METHODOLOGY

 RESEARCH DESIGN
 DATA COLLECTION
 INSTRUMENTS FOR DATA COLLECTION

Chapter 3: ANALYSIS AND FINDINGS

Chapter 4: CONCLUSION

Chapter 5: SUGGESTIONS / RECOMMENDATIONS

CHAPTER 6: LIMITATIONS OF THE STUDY

 BIBLIOGRAPHY
 ANNEXURE
 QUESTIONNAIRE
A study on Customer Satisfaction

CHAPTER-1
INTRODUCTION TO THE TOPIC
A study on Customer Satisfaction

INTRODUCTION

Samsung Mobile, a division of Samsung Electronics, is one of the world's leading

Smartphone manufacturers, known for its innovation, cutting-edge technology, and diverse
product line-up. Established in 1969, Samsung has grown into a dominant force in the mobile
industry, consistently pushing the boundaries of design, performance, and user experience. The
company offers a wide range of smart phones, from budget-friendly models to flagship devices,
catering to different consumer needs.

One of Samsung Mobile’s key strengths is its commitment to research and

development, resulting in pioneering advancements such as foldable smart phones, high-
resolution cameras, and powerful processors. Its Galaxy series, including the S, Z, A, and M
series, has gained global recognition for its premium build quality, vibrant displays, and
feature-rich software. Samsung’s proprietary One UI, based on Android, enhances usability
with smooth navigation, customization options, and seamless ecosystem integration with other
Samsung devices.

Beyond hardware, Samsung prioritizes customer satisfaction through after-sales

services, regular software updates, and security features. It competes with top brands like Apple
and Google, leveraging its expertise in display technology, semiconductor manufacturing, and
5G connectivity to stay ahead. With a strong global presence, Samsung Mobile continues to
shape the future of mobile technology, offering innovative solutions that redefine the way
people interact with their devices.

Smartphone manufacturers, known for its innovation, cutting-edge technology, and

diverse product line-up. Established in 1969, Samsung has grown into a dominant force in the
mobile industry, consistently pushing the boundaries of design, performance, and user
experience. The company offers a wide range of smart phones, from budget-friendly models to
flagship devices, catering to different consumer needs.

Beyond hardware, Samsung prioritizes customer satisfaction through after-sales services,

regular software updates, and security features. It competes with top brands like Apple and
Google, leveraging its expertise in display technology, semiconductor manufacturing, and 5G
A study on Customer Satisfaction
connectivity to stay ahead. With a strong global presence, Samsung Mobile continues to shape
the future of mobile technology, offering innovative solutions that redefine the way people
interact with their devices

BACKGROUND HISTORY OF SAMSUNG MOBILE

Samsung Mobile is a division of Samsung Electronics, a South Korean multinational

company founded in 1969. The company initially focused on consumer electronics, including
televisions and home appliances. Samsung entered the mobile phone industry in 1988 with its
first mobile device, the SH-100, which was one of the first mobile phones manufactured in
South Korea.

In the early 2000s, Samsung rapidly expanded its mobile division, launching feature phones
with advanced designs and functionalities. By 2009, the company introduced its first
Smartphone running on Windows Mobile OS, followed by the launch of the Samsung Galaxy
S in 2010, which marked its entry into the Android Smartphone market.

BRIEF INTRODUCTION TO THE OBJECTIVE

Samsung Mobile is a key division of Samsung Electronics, a global technology leader

headquartered in Seoul, South Korea. As part of Samsung’s IT & Mobile Communications
(IM) division, it focuses on the design, development, and manufacturing of smart phones,
tablets, wearable’s, and mobile accessories.

With a strong emphasis on innovation and cutting-edge technology, Samsung Mobile is

renowned for its Galaxy series, including flagship models like the Galaxy S, Galaxy Z Fold,
and Galaxy Note. The company continuously invests in research and development (R&D),
pioneering advancements in foldable displays, 5G connectivity, AI-driven features, and high-
performance chipsets.

Samsung Mobile operates in over 100 countries, with major production facilities in South
Korea, Vietnam, India, and China. It maintains a strong market presence by offering a diverse
range of smart phones, from premium flagship devices to budget-friendly models under the
Galaxy A and M series.
A study on Customer Satisfaction
As a global leader in the mobile industry, Samsung Mobile is committed to sustainability, user-
centric design, and technological excellence, ensuring it remains at the forefront of the rapidly
evolving mobile market.

COMPANY PROFILE

Samsung Mobile, a division of Samsung Electronics, is a global leader in the mobile

technology industry, renowned for its innovation, premium Smartphone designs, and user-
centric approach. As part of Samsung Electronics, founded in 1969 and headquartered in
Suwon, South Korea, Samsung Mobile has played a significant role in shaping the modern
Smartphone market. The company offers a wide range of devices, from flagship smart phones
like the Galaxy S and Z series to budget-friendly models in the A and M series, catering to
diverse consumer needs. Known for its cutting-edge technology, Samsung has pioneered
advancements in foldable displays, high-resolution cameras, AI-powered software, and 5G
connectivity. The company’s proprietary One UI, built on Android, provides a smooth,
intuitive user experience with customization options and seamless integration across
Samsung’s ecosystem, including tablets, smart watches, and smart home devices. Samsung
Mobile maintains a strong global presence, competing with leading brands like Apple, Google,
and Xiao by leveraging its expertise in semiconductor manufacturing, display
A study on Customer Satisfaction
Technology and mobile software development. Beyond hardware, Samsung prioritizes
customer satisfaction through extensive after-sales services, regular software updates, and
strong security features. With a commitment to sustainability, innovation, and technological
excellence, Samsung Mobile continues to push the boundaries of mobile experiences, driving
the future of communication and connectivity worldwide.

OBJECTIVES OF THE REPORT

The internship at Samsung Mobile provides valuable industry exposure and hands-on
experience in the dynamic field of mobile technology. The key objectives of this internship
report are:

1. Understanding Samsung Mobile’s Business Operations

o Gaining insights into the company's structure, work culture, and core business
functions, including R&D, marketing, sales, and customer service.
2. Learning about Mobile Technology and Innovation
o Exploring Samsung’s advancements in smartphone technology, including
hardware components, software development, and emerging trends like AI, 5G,
and foldable displays.
3. Exposure to Market Strategies and Consumer Behaviour
o Understanding Samsung’s approach to market research, customer engagement,
and competitive positioning within the mobile industry.
4. Developing Practical Skills in Mobile Device Testing and Troubleshooting
o Gaining hands-on experience in testing, troubleshooting, and providing
technical support for Samsung mobile devices to enhance product quality and
user experience.

ISSUES/PROBLMES OF THE REPORT

Samsung, as a global tech giant, faces various challenges and issues in different areas of its
operations. Below are some of the notable problems and issues the company has faced:

1. Intense Competition
A study on Customer Satisfaction
• Smartphone Market Saturation: Samsung faces tough competition from brands like
Apple, Xiao, Hawaii, and others. The Smartphone market has become saturated, which
has led to a slowdown in sales growth.
• Price Pressure: Many competitors, particularly from China, offer high-quality smart
phones at lower prices, making it difficult for Samsung to maintain its market share,
especially in emerging markets.

2. Supply Chain Challenges

• Chip Shortages: Samsung, like many other tech companies, has struggled with the
global semiconductor shortage, impacting its ability to manufacture products
efficiently, particularly smart phones and electronic devices.
• Logistical Issues: The COVID-19 pandemic and geopolitical tensions, such as trade
restrictions between the U.S. and China, have also disrupted the supply chain, making
it more challenging to source raw materials and deliver finished products.

3. Legal and Regulatory Issues

• Patent Disputes: Samsung has been involved in ongoing patent and intellectual
property disputes with other tech giants, notably with Apple over Smartphone patents.
These legal battles can be costly and affect the company's public image.
• Regulatory Scrutiny: As a major global player, Samsung faces antitrust investigations
and regulatory scrutiny, particularly in the EU and the U.S., which can lead to fines or
restrictions on its operations.

4. Declining Profit Margins

• Cost of Innovation: Although Samsung invests heavily in research and development,

its profit margins on smart phones and consumer electronics have been under pressure,
especially with the rising cost of components like display panels, chips, and other
technologies.
• Price Sensitivity in Key Markets: As competition intensifies, especially in mid-range
and budget segments, Samsung faces challenges in balancing price competitiveness
with maintaining its premium brand image.
A study on Customer Satisfaction
5. Dependence on Specific Markets

• Overreliance on Smartphone Sales: A significant portion of Samsung's revenue

comes from its Smartphone division, leaving it vulnerable to downturns in this market.
If Smartphone demand weakens or competitors gain an edge, it can impact the overall
profitability of the company.
• Asia-Pacific Focus: While Samsung is a global brand, its revenue is still heavily reliant
on the Asia-Pacific region. Economic downturns or changes in consumer behaviour in
these markets can significantly impact its sales.

6. Environmental and Sustainability Concerns

• E-Waste and Sustainability Efforts: As a major producer of electronics, Samsung

faces pressure to improve its environmental impact, particularly around e-waste,
resource usage, and carbon emissions. There's an increasing demand for companies to
adopt more sustainable production processes and recycle older devices.
• Battery and Recycling Issues: Samsung has also faced criticism for not doing enough
in terms of improving battery recycling programs and reducing the environmental
impact of its mobile devices.

7. Corporate Governance and Leadership Issues

• Scandals and Legal Issues: Samsung has been embroiled in high-profile scandals,
particularly involving its leadership. Lee Jae-young, the heir to Samsung’s empire, were
convicted of bribery and corruption, leading to questions about the governance structure
of the company.
• Family Control: Samsung's leadership is dominated by the Lee family, leading to
concerns about corporate governance. Critics argue that the company needs more
transparency and to adopt more independent management practices.

8. Innovation and Product Differentiation

• Lack of Major Breakthroughs: Samsung is often seen as a company that follows

trends rather than leading them. While it is a pioneer in certain technologies (like
foldable displays), it has not always been able to sustain groundbreaking innovation
across all its product lines.
A study on Customer Satisfaction
• High Expectations for New Products: Consumers and investors expect constant
innovation from Samsung, especially with high-end products like smart phones and
TVs. Failure to meet these expectations can hurt the brand's reputation.

9. Geopolitical Risks

• U.S.-China Trade Tensions: As a South Korean company, Samsung faces the

challenge of navigating the strained relations between the U.S. and China. For instance,
if the U.S. imposes sanctions on Chinese competitors like Hawaii, it could create a
challenging environment for Samsung's operations.

• Export Restrictions: The Company is also subject to export regulations, especially

when it comes to sensitive technologies, such as semiconductor chips and display
A study on Customer Satisfaction
panels. Geopolitical instability in certain regions can disrupt supply chains and impact
sales.

10. Privacy and Data Security Issues

• Security Breaches and Privacy Concerns: Samsung, like other tech giants, has faced
privacy and data security issues over the years. Vulnerabilities in its software or security
breaches in its devices could damage customer trust, especially as data protection
becomes more of a concern.

Despite these challenges, Samsung remains one of the largest and most successful technology
companies in the world, with its diverse product portfolio and global presence. The company
continues to innovate and address these issues, but navigating these challenges will be essential
for its long-term growth.
A study on Customer Satisfaction

SWOT ANAIYSIS

Strengths:

1. Brand Loyalty & Recognition:

2. Innovative Technology:
3. Wide Range of Products:
4. Customer Support & Warranty:
5. Customization & Personalization:

Weaknesses:

1. Price Sensitivity:
2. Software Updates &Bloat ware:
3. Complexity of Product Range:
4. Battery Life Concerns:

Opportunities:

1. 5G Integration:
2. Sustainability and Eco-Friendly Practices:
A study on Customer Satisfaction
3. Enhanced AI and Smart Features:
4. Expanding Customer Service Initiatives:

Threats:

1. Intense Competition:
2. Economic Downturns:
3. Technological Failures:
4. Pricing Pressure from Competitors:

MEANING AND ABOUT OF CUSTOMER SATISFACTION

Customer contentment refers to the level of satisfaction and happiness that customers
experience with a product or service. In the context of Samsung Mobile, customer
contentment is about how well the company meets or exceeds its customers' expectations
with its mobile phones, customer service, and overall brand experience.

Customer Contentment in Samsung Mobile includes:

1. Product Quality:
o Samsung's mobile devices are known for their high quality, performance, and
innovation. This includes aspects like display quality (AMOLED screens),
camera features, processing power, battery life, and software updates.
Ensuring these meet or exceed customer expectations plays a large role in
customer contentment.
2. User Experience (UX):
o Samsung focuses on providing an intuitive and enjoyable user experience. The
user interface (One UI) is designed to be easy to use and customizable. The
smoothness of the system, ease of navigation, and regular updates to the
software contribute to customer contentment.
3. Customer Service:
o Samsung offers various customer support services, including phone support,
online help, and authorized service centres. Prompt and helpful customer
service can significantly impact contentment. Ensuring that any issues
customers face is resolved efficiently can increase overall satisfaction.
A study on Customer Satisfaction
4. Brand Loyalty & Trust:
o Many customers choose Samsung for their mobile phones because of the trust
they've built with the brand over time. Whether it's the reliability of the
devices or the company's commitment to quality and innovation, customer
loyalty plays a key role in contentment.
5. Affordability and Value:
o Samsung offers a wide range of mobile phones, from budget-friendly models
to premium flagship devices like the Galaxy S and Galaxy Z series. Customers
feel content when they feel they are getting value for their money, whether
they're buying an affordable entry-level phone or a high-end model.
6. After-Sales Services:
o Warranty services, repair options, and easy access to accessories also
contribute to customer contentment. Customers who feel supported after
purchasing a product are more likely to be satisfied.

Sampling

1. Simple Random Sampling – Selecting customers randomly from a dataset.

2. Stratified Sampling – Dividing customers into groups (e.g., by product type or issue
category) and sampling proportionally.

3. Systematic Sampling – Picking every nth customer from a list.

4. Convenience Sampling – Using easily available data, such as online reviews or survey
respondents.
A study on Customer Satisfaction

CURRENT SITUATION OF THE ORGANISATION

As of March 2025, Samsung continues to navigate a complex landscape marked by

technological innovation, labour challenges, and strategic positioning in the global market.

Technological Innovations:

• Artificial Intelligence (AI) Integration: At the Mobile World Congress, Samsung

highlighted the growing role of AI in smart phones. With 75% of Galaxy AI users
engaging daily, the company plans to expand AI integration in upcoming models like
the Galaxy S25 Edge, aiming to enhance personalization and efficiency in daily tasks.

• Innovative Display Concepts: Samsung unveiled concept devices featuring flexible

and stretchable OLED screens, including an 18.1-inch foldable TV that fits into a
briefcase and a foldable gaming console. These prototypes underscore Samsung's
commitment to pushing the boundaries of display technology.
A study on Customer Satisfaction

Labour Relations and Workforce Developments:

• Wage Agreement in South Korea: Samsung Electronics' main union in South Korea
approved a 5.1% wage increase, following a historic strike in mid-2024. The agreement
aims to address labour disputes and improve employee satisfaction amid global
semiconductor market competition.
• Unionization Efforts in India: In September 2024, approximately 1,500 production
workers at Samsung's Sriperumbudur plant near Chennai initiated an indefinite strike
seeking union recognition and collective bargaining rights. This action highlights
ongoing labour challenges within Samsung's global operations.

Strategic Corporate Developments:

• Leadership Legal Issues Resolved: Samsung's chairmanyounge Jae-young, was

cleared of charges related to accounting fraud and stock manipulation concerning a
A study on Customer Satisfaction
2015 merger. This legal resolution is expected to allow Lee to focus on revitalizing
Samsung's semiconductor business, which faces stiff competition and technological
challenges.
• Public Affairs Strategy in the U.S.: Samsung is reportedly seeking a new head of
North American public affairs, preferring candidates with ties to former President
Donald Trump's administration. This move indicates a strategic effort to strengthen
Samsung's influence and navigate the complex U.S. political landscape.
A study on Customer Satisfaction

CHAPTER-2

RESEARCH DESIGN AND METHODOLOGY

A study on Customer Satisfaction

RESEARCH DESIGN

Samsung's research design can be seen as a comprehensive and multifaceted strategy aimed at
maintaining leadership in technology innovation, improving product quality, and driving
efficiency across its business operations. Here's an overview of the key elements that define
Samsung's research and development (R&D) design:

1. Research and Development Focus Areas

a. Technology and Innovation Leadership

• Semiconductors: As one of the largest semiconductor manufacturers globally,

Samsung invests heavily in semiconductor R&D, focusing on the development of
memory chips, system semiconductors, and advanced logic chips. The company aims
• To lead in cutting-edge technologies like 5G, AI, and quantum computing, positioning
itself as a leader in chip manufacturing.
• Displays: Samsung's display technology, including its OLED and QLED innovations,
is another core area of focus. The company has continually invested in creating new
forms of display technology, such as foldable screens and stretchable displays, to
maintain a competitive edge in the Smartphone and television markets.
• AI and Machine Learning: Samsung integrates AI across its devices, aiming to
improve user experiences through smart assistants, camera optimization, and AI-
A study on Customer Satisfaction
powered functions. The company’s AI research focuses on making its devices more
intuitive and efficient.

b. Product-Specific R&D

• Smartphone’s: Samsung has a dedicated division for mobile devices, which is

responsible for constant improvements in hardware (like cameras, processors, and
displays) and software (such as Samsung One UI). The research is focused on
enhancing user experience, durability, and functionality.
• Consumer Electronics (Home Appliances, TVs): Samsung invests in R&D to
develop innovative products for home appliances like refrigerators, washing machines,
and air conditioners, leveraging AI, Iota, and smart home technologies.
• Wearables and Health Tech: Samsung’s R&D also targets the wearable tech space,
including smart watches and fitness trackers, with a focus on health monitoring
features.

c. Sustainability and Green Tech

• Samsung has committed to improving the energy efficiency of its products and reducing
their environmental impact. The company invests in researching sustainable production
methods, such as using recycled materials, reducing carbon emissions, and improving
energy efficiency in products like smart phones, TVs, and home appliances.

2. Global Research and Development Network

Samsung has a vast R&D infrastructure spread across the world. This includes:

• Samsung Advanced Institute of Technology (SAIT): The Company’s central R&D

hub in South Korea focuses on developing next-generation technologies like artificial
intelligence, future display technologies, and next-gen semiconductor materials.
• Regional R&D Centres: Samsung has R&D centres in major tech hubs like Silicon
Valley, Beijing, India, and Europe, each focusing on localized technology needs and
market demands. These centres also foster collaboration with local universities, start-
ups, and industry partners.

3. Collaborative Research and Innovation

A study on Customer Satisfaction
Samsung has strong ties with academic institutions, research organizations, and other
companies. It engages in:

• Collaborative Innovation: Samsung collaborates with universities, start-ups, and

other firms on breakthrough technologies. For instance, in AI, it has partnerships with
global institutions to create more advanced AI models.
• Open Innovation: The Company frequently conducts open innovation programs,
inviting external start-ups and researchers to collaborate on new ideas, technologies,
and solutions. This helps Samsung accelerate time-to-market for new technologies.

4. R&D Investment

Samsung is known for its significant investment in research and development, often surpassing
its competitors in R&D spending. In 2024, for example, Samsung's total R&D spending
amounted to approximately $23 billion, which accounts for a large portion of the company's
revenue. This includes:

• Product Development: Funding for the development of cutting-edge technologies and

new products in its mobile, TV, semiconductor, and home appliance divisions.
• Future Technologies: A significant portion of the budget is also directed toward
exploring and developing future technologies such as quantum computing, robotics,
and biotechnology.

5. Design Thinking and Consumer-Centric R&D

Samsung places a high emphasis on design thinking as part of its product development and
R&D process. The company uses user-cantered design principles to ensure its products meet
consumer needs. This includes:

• Consumer Feedback: Regular surveys, focus groups, and market research are
conducted to understand consumer preferences and pain points, which then feed
directly into product development.
• Prototyping and Testing: Rapid prototyping and testing are key parts of Samsung’s
design process. Devices like smart phones and TVs are tested extensively with real
users to refine usability and enhance the product experience.
A study on Customer Satisfaction
6. Product Lifecycle Research

Samsung also focuses on product lifecycle management, studying how products evolve and
how they can be maintained or upgraded over time. R&D in this area includes:

• Software Updates and Upgrades: Samsung invests in long-term software support to

extend the life of its products and improve consumer satisfaction.
• Reparability and Longevity: The Company also works to design products that are
durable and easy to repair, with sustainable lifecycle management in mind.

7. Emerging Technologies and Future Directions

Samsung is heavily involved in exploring and investing in several emerging fields:

• 5G and Beyond: Samsung is a leader in 5G research, and its R&D includes work on
6G and other future wireless technologies.
• Quantum Computing: Samsung has also set aside resources for research in quantum
computing, aiming to lead in a field expected to transform industries like healthcare,
finance, and logistics.
• Augmented Reality (AR) and Virtual Reality (VR): Samsung is working on AR/VR
products, particularly in the gaming and entertainment sectors.
A study on Customer Satisfaction

CHAPTER-3

ANALYSIS AND FINDINGS

A study on Customer Satisfaction

DATA ANALYSIS

1] Table showing Gender of Respondents

Gender No. Of Respondents Percentage

Male 35 69.6
Female 15 30.4
Total 50 100.00

PERCENTAGE
80

70

60

50

40

30

20

10

0
MALE FEMALE

Interpretation: - Out of the 50 respondents male respondents are 69.6per cent and Female are
30.4per cent.
A study on Customer Satisfaction

Majority

2] Table showing OCCUPATION OF RESPONDENTS

[Link] OCCUPATION PERCENTAGE

1 STUDENT 45
2 SELF EMPLOYEE 20
3 HOUSE WIFE 10
4 SPORTS MAN 12
5 TRAINEE 8
6 INTERN 5

50

45

40

35

30

25

20

15

10

0
STUDENT SELF EMPLOYEE HOUSE WIFE SPORTS MAN TRAINEE INTERN

INTERPRETATION

The data shows that 45% of respondents are student, 20% are self employee,
10% are house wife, 12% are sports man, 8% are trainee, and 5% are intern.
A study on Customer Satisfaction

3] Table showing Age of Respondents

AGE No. Of Percentage

GROUP Respondents
20-40 28 56%
40-60 20 39%
60 2 5%
TOTAL 50 100.00%

30

25

20

15

10

0
20-40 40-60 60

INTERPRETATION

From the above table interpreted are 56% respondents are 20-40, 39%
are 40-60 age, and 5% are 60, majority of 56% is respondent between age 20-40.
A study on Customer Satisfaction

;4] Table showing WHICH BRANDS OF THE MOBILE PHONE YOU ARE USING?

[Link] PARTICULARS No. Of Respondents PERCENTAGE

1 SAMSUNG 11 22.4%
2 REDMI 11 22.4%
3 ONEPLUS 04 5.3%
4 OTHERS 24 47.4%
TOTAL 50 100.00%

50

45

40

35

30

25

20

15

10

0
SAMSUNG REDMI ONEPLUS OTHERS

INTERPRETATION

From the above table interpreted that 22.4% respondents are

SAMSUNG, 22.4% are REDMI, and 5.3% are one plus and 47.4% are others, majority of
respondents are others 47.4.
A study on Customer Satisfaction

5] Table showing DO YOU LIKE USING SAMSUNG MOBILE PHONE

[Link] PARTICULARS No. Of PERCENTAGE

Respondents
1 YES 39 77.6
2 NO 11 22.4
TOTAL 50 100.00

90

80

70

60

50

40

30

20

10

0
YES NO

INTERPRETATION

From the above table interpreted that 77.6% respondents are yes and
22.4% respondents are no 22.4% majority respondents are yes 77.6%
A study on Customer Satisfaction

6] Table showing WHY YOU PREFERRED SAMSUNG MOBILE

[Link] PARTICULARS No. Of PERCENTAGE

Respondents
1 Affordable Price 13 25%
2 Excellent Features and Technology 09 17.5%
3 Brand Reputation 06 12.5%
4 Good Camera Quality 22 45%
TOTAL 50 100.00%

Series 1
25

20

15

10 Series 1

0
Affordable Price Excellent Features Brand Reputation Good Camera
and Technology Quality

INTERPRETATION

From above table interpreted that 25% respondents are can’t offered to
pay, and 17.5% are no awareness about SAMSUNG mobiles, and 12.5% are do not like the
product and 45% are others so majority of respondents is other 45%
A study on Customer Satisfaction

7] Table showing WHAT IS YOUR FUTURE OPINION ABOUT SECURITY OF

SAMSUNG

PARTICULARS No .Of Respondents PERCENTAGE

1 06 12.7%
2 03 6.3%
3 20 39.2%
4 13 26.6%
5 08 15.2%
TOTAL 50 100.00%

25

20

15

10

0
1 2 3 4 5

INTERPRETATION

From the above interpreted that 12.7% respondents are 06, and 6.3% are
respondents in 03, and 39.2% respondents in 20and 26.6% respondents in 13 and 15.2%
respondents in 08 so majority of 39.2 respondents in 20.
A study on Customer Satisfaction

8] Table showing HOW LONG DO YOU USE SAMSUNG MOBILE

[Link] PARTICULARS No. of Respondents PERCENTAGE

1 LESS THAN 1 YEAR 09 14.5%
2 FROM 2-5 YEAR 25 48.7%
3 MORE THAN 5 YEAR 07 13.2%
4 DON’T USE 09 14.5%
TOTAL 50 100.00%

60

50

40

30

20

10

0
LESS THAN 1 YEAR FROM 2-5 YEAR MORE THAN 5 YEAR Category 4

INTERPRETATION

From the above table 14.5% respondents are less than 1year and 48.7%
respondent are from 2 to 5 year and 13.2% are more than 5 year and 14.5% are don’t use so
majority respondent in from 2 to 5 years.
A study on Customer Satisfaction

9] Table showing HOW DID YOU HEAR ABOUT SAMSUNG MOBILE

[Link] PARTICULARS No. of Respondents PERCENTAGE

1 TELEVISION 11 22.4%
2 FRIENDS 21 42.1%
3 RELATION 07 13.2%
4 OTHERS 11 22.4%
TOTAL 50 100.00%

45

40

35

30

25

20

15

10

0
TELEVISION FRIENDS RELATION OTHERS

IERETATIONF

From the above table those 22.4% respondents are television 42.1% are
friends and 13.2% relation and 22.4% respondents are other majority of 42.1% respondent in
friends.
A study on Customer Satisfaction

10] Table showing how SAMSUNG MOBILE PHONES ARE FRIENDLY

[Link] PARTICULARS No. of Respondents PERCENTAGE

1 STORNGLY 04 8.8%
2 DISAGREE 06 11.3%
3 AGREE 33 66.3%
4 STRONGLY AGREE 07 13.7%
TOTAL 50 100.00%

70

60

50

40

30

20

10

0
STRONGLY DISAGREE DISAGREE AGREE STRONGLY AGREE

INTERPRETATION

From the above table interpreted 8.8% respondents are strongly disagree
and 11.3% disagree and 66.3% responds are strongly agree are 13.7% majority of 66.3% in
agree
A study on Customer Satisfaction

FINDINGS

• Out of 100% respondents 73.3% of the respondents were students and 19% of the
respondents were self- employed. Majority of the respondents are students with 73.3%.
• From above table interpreted that 25% respondents are can’t offered to pay, and 17.5%
are no awareness about SAMSUNG mobiles, and 12.5% are do not like the product and
45% are others so majority of respondents is other 45%
• From the above table those 22.4% respondents are television 42.1% are friends and
13.2% relation and 22.4% respondents are other majority of 42.1% respondent in
friends.
• From the above table interpreted 8.8% respondents are strongly disagreeing and 11.3%
disagree and 66.3% responds are strongly agreed are 13.7% majority of 66.3% in
agreeing.
• Out of 100% respondents 73.3% of the respondents were students and 19% of the
respondents were self- employed. Majority of the respondents are students with 73.3%.
A study on Customer Satisfaction

Chapter 4

Conclusion
A study on Customer Satisfaction

Conclusion

Samsung's research design is a strategic, multi-pronged approach focused on innovation,

market relevance, and technological leadership. The company’s R&D efforts are aimed at
driving new product development, advancing existing technologies, ensuring sustainability,
and addressing both global and localized market needs. This commitment to innovation allows
Samsung to maintain its position as a dominant player in the technology and consumer
electronics sectors.

DATA COLLECTION

Primary Data: A Structured questionnaire was prepared by a customer reviews. Interacted with
manager and other workers of the organisation

Secondary Data: A Secondary data was collected from external guide of the company.
Websites of the company and other websites.

1. Positive Review - High Satisfaction

Rating: ★★★★★ (5/5) "As a student, I needed a reliable phone that wouldn't break the bank
but still had great features. The Samsung Galaxy A53 5G is perfect! The display is vibrant, and
the battery life lasts all day with heavy use (studying, streaming lectures, and taking notes).

2. Neutral Review - Mixed Experience

Rating: ★★★☆☆ (3/5) "I recently bought a Samsung Galaxy Tab S6 Late for taking notes in
class and using educational apps. It's a good tablet for the price, but the performance sometimes
slows down with too many apps open.

3. Negative Review - Disappointment

Rating: ★★☆☆☆ (2/5) "I purchased the Samsung Galaxy Book Pro laptop for my online
classes, and I was really excited about its slim design and lightweight feel. Unfortunately, the
laptop kept freezing during video calls and online exams. The performance was disappointing
A study on Customer Satisfaction
for the price. I tried to return it, but the process was tedious. Not the experience I was hoping
for as a student.

4. Highly Positive Review - Excellent Value for Money

Rating: ★★★★★ (5/5) "As a student, I wanted a laptop that could handle both study tasks
and casual gaming during breaks. The Samsung Galaxy Book Odyssey fits the bill perfectly!
It’s fast, the display is great, and it runs all the apps I need without a hitch.

5. Positive Review - Excellent Display

Rating: ★★★★★ (5/5) "I use my Samsung Galaxy S22 Ultra for both studying and staying
connected with friends. The screen quality is incredible for watching study videos or doing
research online. It's super fast, and the camera is amazing for scanning documents. Plus, the
battery lasts long enough to handle full-day study sessions without needing a charge.

6. Neutral Review - Average Experience

Rating: ★★★☆☆ (3/5) "I have a Samsung Galaxy Watch Active 2 to help me keep track of
my workouts and as a reminder for class schedules. The watch is fine, but the battery life could
be better. It lasts only a day with frequent use, which is a bit of a hassle.

INSTUMENTS FOR DATA COLLECTION

A data was collected through various websites using a structured questionnaire from 60-110
respondents through survey method of primary data collection.

Samsung Notes (for daily logs and reflections)

• Purpose: To document internship activities, observations, and reflections.

Google Forms (for survey-based data collection)

• Purpose: To create surveys for feedback collection from colleagues, mentors, or

clients.
• Use: You can create surveys using Google Forms to collect feedback from your
internship supervisor, peers, or clients.
A study on Customer Satisfaction
Microsoft Excel / Google Sheets (for tracking performance and progress)

• Purpose: To track tasks, goals, and performance metrics.

• Use: Excel or Google Sheets can be used to record tasks completed, deadlines met,
hours worked, or specific KPIs

Survey Monkey (for in-depth feedback collection)

• Purpose: To create detailed surveys for self-assessment or supervisor feedback.

• Use: If you want to collect more detailed, structured feedback on your performance,
you can use Survey Monkey to create surveys for your mentors or other stakeholders

Google Analytics (for website or app performance analysis)

• Purpose: To gather data on a website or app you worked on during your internship
(e.g., if you worked in a digital marketing or development role).

Google Docs (for collaborative writing and report drafting)

• Purpose: To draft and collaborate on your internship report.

• Use: Google Docs allows for real-time collaboration, making it easy to work on your
internship report with mentors, colleagues, or instructors. You can share the document
for feedback and make revisions based on suggestions.

Mobile Learning Tools Usage Survey

• Purpose: To understand how students are using their Samsung mobile devices for
learning and which tools they find most effective.
A study on Customer Satisfaction

CONCLUSION

During my internship at Samsung, I had the invaluable opportunity to gain hands-on experience
in a world-leading technology company known for its commitment to innovation, quality, and
global impact. Over the course of my time at Samsung, I was exposed to various aspects of the
company's operations, from its cutting-edge product development to its focus on customer
satisfaction and market leadership.

Through my interactions with the team, I learned a great deal about Samsung's organizational
culture, which emphasizes collaboration, forward-thinking, and technological excellence. I had
the chance to work on projects that allowed me to apply the knowledge I’ve gained from my
academic studies in real-world scenarios, providing me with a deeper understanding of the tech
industry and the company’s operational strategies.
A study on Customer Satisfaction

CHAPTER 5

SUGGESTIONS/ RECOMMENDATION
A study on Customer Satisfaction

SUGGESTIONS/ RECOMMENDATION

During my internship at Samsung, I gained significant insights into the company’s

operations and culture. Based on my experiences, I would like to offer the following
suggestions and recommendations for enhancing the internship program and overall

Organizational efficiency: The Company can focus on providing powerful processor and
improving camera quality as they are the user's favourite and attractive feature of Samsung
mobile

• The company can improve their after sale service for their mid-range device users

• Steps must be taken to resolve the heating and lagging issue which many users face

• Samsung has to focus more on satisfying customer with the latest technology

1. Enhanced Mentorship Programs

• Suggestion: While I received valuable guidance during my internship, I believe a more

structured mentorship program could benefit future interns. Pairing each intern with a
senior mentor for one-on-one sessions would help interns navigate their tasks, gain
deeper industry knowledge, and foster better professional relationships.
• Benefit: This would improve the interns' learning experience, providing them with
guidance and a clear career path within the company.

2. Cross Departmental Exposure

• Suggestion: Interns could be given more opportunities to rotate through different

departments (e.g., R&D, marketing, product development) to understand the holistic
functioning of the organization. Short-term exposure to various teams and projects will
provide interns with a broader perspective and foster inter-departmental collaboration.
• Benefit: This would allow interns to gain comprehensive insights into Samsung's
diverse operations and contribute more effectively in their assigned roles.
A study on Customer Satisfaction
3. Increased Participation in Strategic Projects

• Suggestion: Involve interns more actively in strategic projects or initiatives, especially

those related to new product development or innovation. By participating in
brainstorming sessions, market analysis, or testing new prototypes, interns can provide
fresh perspectives and contribute to cutting-edge developments.
• Benefit: This would increase the interns' engagement and allow them to contribute to
meaningful projects that align with their academic backgrounds and career goals.

4. Feedback Mechanism for Continuous Improvement

• Suggestion: Implement a more formalized feedback system that encourages interns to

provide constructive feedback on their experience, challenges, and areas for
improvement. Regular check-ins with supervisors and HR could help address any
concerns early and improve the overall experience.
• Benefit: A structured feedback mechanism would ensure continuous improvements in
the internship program, benefiting both future interns and the organization.

5. Expanded Networking Opportunities

• Suggestion: Organize more networking events, both within Samsung and with other
industry professionals. Hosting workshops, guest speaker sessions, or company-wide
letups would give interns a chance to engage with different stakeholders and broaden
their professional network.
• Benefit: This would help interns build valuable connections, gain industry insights, and
potentially open up opportunities for full-time employment after the internship.

6. Greater Focus on Sustainability Initiatives

• Suggestion: Samsung could involve interns in sustainability-focused projects, such as

developing eco-friendly technologies, reducing e-waste, or improving the company’s
sustainability practices. Encouraging interns to contribute to these initiatives will align
with global trends and the company's increasing focus on environmental responsibility.
• Benefit: This would not only align with Samsung’s sustainability goals but also
enhance the interns’ awareness and involvement in eco-conscious innovation.
A study on Customer Satisfaction
7. Support for Personal Development and Soft Skills

• Suggestion: Apart from technical skills, Samsung could focus more on nurturing soft
skills such as communication, leadership, and project management. Offering personal
development workshops, leadership training, or team-building activities would enhance
interns' overall growth.
• Benefit: This would better prepare interns for future leadership roles within the
company and the industry as a whole
A study on Customer Satisfaction

CHAPTER 6

LIMITATIONS OF STUDY
A study on Customer Satisfaction

Bibliography

1. Books
o Kilter, Philip, and Keller, Kevin Lane. Marketing Management (15th Ed.). Pearson, 2016.
o Hill, Charles W. L., and Jones, Gareth R. Strategic Management: An Integrated Approach
(12th Ed.). Engage Learning, 2016.
o Schilling, Melissa A. Strategic Management of Technological Innovation (5th Ed.).
McGraw-Hill Education, 2020.
2. Articles and Journals
o Lee, Jae, and Kim, Shoo-in. “The Role of Corporate Culture in Technology Companies: A
Case Study of Samsung.” Journal of Business Research 78 (2020): 76-89.
o Park, Enzi. “Sustainability Initiatives in the Electronics Industry: A Samsung Case Study.”
International Journal of Sustainable Business Practices 10.2 (2022): 34-45.
o Lee, Hyun. “Samsung’s Innovation Strategy: From Product Development to Market
Leadership.” Asian Business and Management Review 11.3 (2019): 157-172.
3. Company Reports and Internal Documents
o Samsung Electronics. Annual Report 2023. Samsung Electronics, 2023.
o Samsung Electronics. Sustainability Report 2024. Samsung Electronics, 2024.
o Samsung Electronics. Research and Development Overview. Samsung Electronics, 2024.
4. Websites and Online Articles
o Samsung. “About Samsung Electronics.” Samsung Official Website, 2025,
[Link]/about-us.
o Lee, Byungchul. “Samsung’s Position in the Global Smartphone Market: Trends and
Innovations.” TechRadar, 3 March 2025, [Link]/samsung-smartphone-
trends-2025. Choy, Jiyoung. “Samsung's Commitment to AI and Future Tech.”
5. News and Media
o “Samsung Electronics Unveils Its Latest 5G Technology at MWC 2025.” The Wall Street
Journal, 5 March 2025, [Link].
o “Samsung Approves 5.1% Wage Increase After Historic Strike.” Reuters, 5 March 2025,
[Link]/technology/samsung-wage-increase-2025.
o “Samsung's Sustainable Tech Strategies: The Road Ahead.” Forbes, 7 March 2025,
A study on Customer Satisfaction

ANNEXURE
A study on Customer Satisfaction

ANNEXURE

1. “COMPARATIVE ANALYSIS BETWEEN SAMSUNG”

Dear Sir/Madam

I am Soyab hattarkal pursuing [Link] 6th semester at Basaveshwar

Commerce College, Bagalkot. As a part of my In-plant training, I am preparing a
project Report on the above topic at SRI VEERDHRESHWAR DIGITAL
PLAZA BAGALKOT. As I am doing a survey on the above-said topic, I expect
your cooperation in filling up this questionnaire.
I would be thankful to you if you could spare a few minutes by providing
valuable information. I assure you of the confidentiality of the input provided by
you.

Name: -
Date: -

Phone no.: -
Address: -

1 WHICH BRANDS OF THE MOBILE PHONE ARE YOU USING?

(A) APPLE (B) SAMSUNG

(c)REDMI (D) ONEPLUS

2. . DO YOU LIKE USING SAMSUNG MOBILES?

(A) YES
(B) NO
3. YOU PREFERED OTHER MOBILE THAN SAMSUNG MOBILE?
(A) CAN,T OFFERED TO PAY
(B) NO AWARENESS ABOUT SAMSUNG MPOBILES
(C) DOT NOT LIKE THAT OTHERS PRODUCTs

4. WHAT IS YOUR OPINION ABOUT SECURITY OF USING SAMSUNG MOBILES?

a. PRIVACY b. NOT PRIVACY

A study on Customer Satisfaction
5. HOW LONG DO YOU SMASUNG MOBILES PHONE?

a. LESS THAN 1 YEAR

b. FROM 2 TO 5 YEARS
c. MORE THAN 5 YEARS
d. DON,T USE
6. HOW DID YOU HEAR ABOUT SMSUNG MOBILES?
a. TELEVISION
b. FRIENDS
c. RELATIONS
d. OTHERS

7. SAMSUNG MOBILES PHONES ARE USER FRIENDLY

a. STRONGLY DISAGREE b. DISAGREE

c. AGREE d. STRONGLY AGREE

6. WHAT THREE FEATURES ARE MOST IMPORTANT TO YOU WHEN

PURCHASING A

a. SAMSUNG MOBILE? DESIGN b. OPERATING SYSTEM

c. CAMERA/VIDEO CAPABILITY d. TECHINAL SPECIFICIATION EASY

TO USE SCREEN SIZE BATTERY LIFE PRICE

7. SMASUNG MOBILE PHONE IS AVAILABLE IN NVERY CONVEINENT

LOCATION?

a. YES b. NO

8. DO YOU RECOMMEND SAMSUNG MOBILE PHONE TO YOUR FRIENDS AND

FAMILY

a. YES b. NO
A study on Customer Satisfaction

9. DO YOU READ THE MANUAL DESCRIBING USAGE OF SAMSUNG MOBILES?

a. YES b. NO

10. WHICH OUTLET DOES YOU PREFERE BUYING YOU MOBILE FROM?

a. MOBILE SHOP b. HMOBILE SHOP

c. HYPER MARKET d. ONLINE

11. SAMSUNG MOBILE TECHNOLOGY HAS IMPROVED AND THEY NOW HOW
MUCH

A. BETTER RANGE b. AGREE c. STRONGLY AGREE d. NEUTRAL

12. HOW SATISFIED ARE YOU WITH THE OVERALL PERFORMANCE OF YOUR
SAMSUNG PHONE?

a. VERY SATISFIED
b. SATISFIED
c. NEUTRAL
d. DISSATISFIED

13. HOW DO YOUFEEL ABOUT THE DESIGN AND BUILD QUALITY OF YOUR
SAMSUNG PHONE?

a. VERY IMPRESSED
b. IMPRESSED
c. NEUTRA
d. DISSAPOINTED
A study on Customer Satisfaction

14. How satisfied are with the overall performance of the Samsung phone.

a. Very Satisfied

b. Satisfied

c. Dissatisfied

d. Very Dissatisfied

15. Would you recombined SRI VEERBHADRESHWAR DIGITAL PLAZA to other.

a. Yes

b. No