A
PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION AND SERVICE
ANALYSIS
FOR
______________________________________________
BY
_____________________________________________
UNDER THE GUIDANCE OF
___________________________________
SUBMITTED TO
UNIVERSITY OF AMRAVATI
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD
OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (M.B.A.)
THROUGH
______________________ INSTITUTE OF MANAGEMENT
AMRAVATI
DECLARATION
I,
the
undersigned,
hereby
declare
that
the
project
entitled
__________________________________ written and submitted by me to the
university of Amravati, in the partial fulfillment of requirement For the award of
degree
of
Master
of
Business
administration
under
the
guidance
of
_________________________ is my original work and conclusion there in are
based on the material collected by myself.
Place: Amravati
Name:
Date:
CERTIFICATE
This is to certify that the project Report entitled ___________________ which is
being submitted herewith for the award of the degree of Master of Business
Administration of university of Amravati, is the result of the original research work
completed by __________________ under my supervision and guidance and to the
best of my knowledge and belief the work embodied in this project report has not
formed earlier the basis for the award of any degree or similar title of this or any other
university or examining body.
Place
Name:
Date
ACKNOWLEDGEMENT
I would like to express my heartiest gratitude to _________________ (HR Executive)
______________, Amravati for giving opportunity to associate myself to the worlds
largest producer of two Wheeler Company and to carry out my project title
____________________________________________________________________
______________.
I am sincerely thankful to __________________ (_________________) and
_________________
(_________________)
under
whose
guidance
have
successfully completed this project and time spend with him is great learning
experience.
I would also give to special thanks to ______________________
(___________) for his valuable suggestion, guidance and advice in brining out this
project report and my sincere thanks to all the staff and member of Motorola s,
___________.
I am grateful to ____________, Director of ___________ Institute of management
and for prof. _______________ for their guidance in this study.
_____________________
MBA II
20013-14
INDEX
Sr. No.
Chapter No. And Name
Page No.
Executive Summary
01
Introduction
04
3.
Industry Profile
06
4.
Company Profile
12
5.
Objectives of the study
15
6.
Research Methodology
19
7.
Data Analysis
25
8.
Findings
47
9.
Suggestions & Conclusions
49
10.
Limitations
51
11.
Bibliography
53
CHAPTER- I
EXECUTIVE SUMMARY
Customer satisfaction is the key to success. Getting your customers to tell you what is
good about your product or services and where you need improvement helps you to
ensure that your business measures up to their expectations. The attached file contains
a customer satisfaction survey from designed to help you gather this important
information it was designed to make it easy for customer to fill out & to make it easy
for you to quickly customize to exactly match your companys activities. It also
includes suggestions for distributing the form, ensuring that customer will return the
form and following up on comments.
This report is based on the topic To Study the customer satisfaction of Motorola
Handsets
The reason for a business firm to come into being is the existence of a customer who
has unfilled needs and wants. Motorola has advantage of having the widest product
range in all market segments in which it operates, putting itself in a unique position of
providing just product, but the best solution to their customer thus fulfilling the
unfilled needs. Motorola keeps itself abreast of the new and emerging technologies
and adopting them to deliver high quality and high performance vehicles to their end
customers. Customer satisfaction has been conceptualized in several ways.
Consumer satisfaction is result of confirmation of expectation. Motorola has been
focusing on the improvement & Excellency in product, which it uses to satisfy there
to accomplish, this it has focused on improving customer-orientation and value chain
7
integration. Thus, meeting of customer expectation. So this Project aims exactly on
this aspect i.e. to know the customer satisfaction level through primary data, to study
the process followed for customer satisfaction improvement and to suggest some new
means of customer satisfaction improvement.
Importance:
As the customers are treated as king of todays business world so its mandatory to see
that our customer kings are satisfied or not. Hence the study is carried on Customer
satisfaction. So whatever services are provided to the customer, his satisfaction is a
must, otherwise within no time the Company will lose its customers. In the present
scenario the industry has given utmost importance of doing particular task at fastest
time.
Objectives:
1. The main purpose of the study is to know whether the customers are satisfied
with the products provided by Motorola
2. To understand the behavior of the Motorola customer care with customers
3. To know weather service provided according to time and date or not
4. To suggest measures to improve customer satisfaction and improve quality of
product appearance and feature
5. To suggest new ideas, suggestion other than currently used in Motorola
handsets to improve customer satisfaction
6. To know if, there is any relationship between Brand name & satisfaction level,
Feature of Handset & satisfaction level and price of Handset & satisfaction
level
7. To identify customer perceptions of key areas of weakness and key
area of strength
8. To measure the prioritize areas where improvement will most affect
customer satisfaction
Methodology
Data source
Primary (field Survey)
Research area
Amravati City.
Research approach
Survey Method
Research instrument
Questionnaire
Sample Plan
Personal Interview
Sample unit
Personal
Sample Size
50 customers.
Learning
It helps to understand how to measure market requirement
Project helps me to get basic knowledge about the professional meetings and
how to make report which provides useful information
Utility to the organization
Project helps organization to understand the market requirement
CHAPTER II
INTRODUCTION
10
The Mobile market is growing at a fast rate because of change in work life of
consumers. As the need for "anytime anywhere" access to information is increasing,
the sales of Tabs and Big display handset also increasing. Hence it becomes necessary
to understand the consumers perception and attitude towards various brands and how
they take decisions, regarding their purchasing pattern. There are various factors that
can affect the purchasing decision like Price, Quality of the product, brand image in
the market, after sale service etc. Hence I chose my project topic as A study on
consumer satisfaction at Motorola. I worked on the project for 6 weeks under
guidance of my project guide and my work area was limited to Amravati region only.
A pilot study was undertaken on sample of 10 respondents. The aim of this study was
to determine the Featuress of the questionnaire & evaluate if the outputs being
delivered meet the objectives of the survey. To study the existing trends of market, a
4-5 days study was undertaken. After completion of pilot study, a questionnaire was
made which includes the questions according to objectives of study. Questionnaire
contains fourteen questions, divided into three parts; First part contains demographic
questions, Second part contains questions relating to consumer who has website.
Personal interview as well as telephonic interview was used to collect the response.
11
CHAPTER-III
INDUSTRY PROFILE
12
Today mobile phones have moved beyond their primary role of voice communications
and have graduated to become an essential entertaining device for mobile users. We
are in an era where users buy mobile phones not just to be in touch, todays youth use
it to express their thoughts, for social networking, to show their interests, play games,
read news, surf on the internet, listen to music, chat instantly with friends & families
and even check their bank balances. There are various phone manufacturers providing
handsets. The Indian mobile industry is the fastest growing in the world and India
continues to add more mobile connections every month than any other country in the
world. The telecom boom in the country provides great opportunity to handset
manufacturers and the hottest segment for these manufacturers is the entry level
segment. Among the fastest growing sectors in the country, telecom has been zooming
up the growth curve at a fiery pace.
The last few years saw India adding many firsts to its list of achievements. Some of
these are-the world's lowest call rates (1 paisa/sec), fastest growth in the number of
subscribers (15-20 million per month), fastest sale of a million mobile phones (1
week), the world's cheapest mobile handset (`777), and the world's most affordable
3G phone (`4,999). The market in India is dominated by mobile. For mobile we have
840 million-plus users, unlike many other markets, mobile is becoming the dominant
device for voice, for value-added services, and increasingly for mobile Internet also.
Its somewhat similar to what we saw in Japan in 1999 where, because of the
limitation of broadband and computing. Theres a whole host of services being
created around mobile. An effective management of mobile services requires an
understanding of the factors that underlie the evolution of the market.
13
Factors such as market potential and timing and speed of adoption are of great
importance for telecom operators for capacity planning. Understanding the evolution
of mobile phone market and its likely future trend is equally important for policy
makers. India is currently facing the onslaught of cheap sub-standard Chinese phones,
which occupy as much as 25 per cent of the market, thanks to the liberal import
policies of India. The boost to exports to mobile phones and their parts will encourage
local manufacturing, which is the best answer to compete with the cheap sub-standard
Chinese phones imports.
Mobile phone exports from India could double as a result of Commerce Ministry
granting 2 per cent Focus Product Scheme (FPS) on mobile phone exports in the
Foreign Trade President of Indian Cellular Association said that the special incentive
accorded to mobile phone exports could result in the doubling of exports in the next
3-5 years from the annual level of `13,000 crore to `14,000 crore if other enabling
policies are put in place. India is already a base for worldwide quality manufacturing
of mobile phones. MOBILE HANDSETS V/S FDI Figure 1: FDI in Mobile Phone
Source : [Link] The sale of mobile handset have increased from a
minor 17.5 million in 2003-04 to 223 millions in 2010-11. Major increase being in the
year 2010-11 followed by 2009-10 with the sale of about 55 million handset. The
major amount of FDI (Foreign Direct Investment) being in telecom industry in years
from 2007-09 of about $5000 millions, which provided the major opportunities for
different companies to come in Indian market. The results of which can be seen in the
following years with the increase in number of sale of mobile handset. The FDI limit
being increased from 49% to 74% being the major reason for the increase in FDI.
Some important findings :
14
This inflow of FDI provided in roads for many companies which started their
production in
India. Only 5 local manufacturers in 2008 and the number stands at 28 now!
Fall in the market share of Nokia, L.G., and Motorola.
Samsung Electronics Co. Ltds share rose marginally to 9.7% from 9.5%.
LGs share dropped from 7.2% to 6.4%,
Of the local manufacturers, Micromax leads the race.
There are many mobile players like Nokia, Motorola, Samsung, Sony Erission,
L.G., HTC,
Apple, Blackberry, Alcatel and many more.
Top 5 local manufactures are
Micromax, Karbonn Mobiles, Spice Mobiles Ltd, Videocon
15
Rate of growth of mobile-density
The analysis reveals that the inflection point (the maximum growth rate point) of the
curve will occur between 2011-12 and 2012-13 (when mobile-density is around 70).
During the year 2015-16, there will be 90 mobile phones for 100 people in the
country. Analysis show that the numbers of mobile phones will exceed the number of
people in the country by 2019-20
In this study, the growth of the mobile phone and mobile-density in India has been
analyzed using S-shaped growth curve models. The analysis shows that the high
growth phase of the diffusion of mobile phones will continue till 2015-16. It is
estimated that there will be 90 mobile phones per 100 inhabitants in India at the end
of year 2015-16. The number of mobile phones will exceed the number of people in
the country by 2019-20. Total mobile phone demand is projected to increase from 800
16
million in 2010-11 to 1 billion by 2012-13. Growth which is not expected to slow
down anytime soon is now moving to the rural areas.
Mobile phone production in India increased to 512 million from a mere 144 million in
2002-03 at a compound annual growth rate (CAGR) of 28.3 percent. Mobile phone
production revenue reach $13.6 billion by 2011 from $4.9 billion in 2006, a CAGR of
26.6 percent. The growth in production is driven mainly by the expanding mobile
subscriber base in India and favorable local government policies promoting local
electronics manufacturing in India.
India is the world's second-largest telecom market after China, with the total wireless
subscriber base crossing 850 million at the end of June, 2011. By 2020, the handset
demand is projected to reach 350 million a year. At present, Indian mobile handset
market is estimated to be in around 130 million handsets per annum. It added that 510
million handsets are estimated to be manufactured in India, during the same year.
In India, handsets are categorised as high, medium, low, and ultra low cost ASP
devices. The medium ASP segment is likely to be the fastest growing segment in
terms of volume, affordability of feature-rich handsets is also expected to be a key
17
enabler of handset adoption. The government should create a sizeable export
promotion fund for the telecom equipment and services export and handset exports
from India may be included in bilateral trade agreements with emerging markets in
regions such as South Asia, Africa, Latin America, Russia and Eastern Europe.
18
CHAPTER-IV
COMPANY PROFILE
19
Motorola exists to invent, build and deliver the best mobile devices on the planet improving the lives of millions of people.
What we do
Motorola created the mobile communications industry. We invented most of the
protocols and technologies that make mobile communications possible, including the
first mobile phone, the first base station and pretty much everything else in between.
Today, we are combining that pioneering spirit with Googles vision and commitment
to consumers. Thats why our phones run on Android, the world's most popular
operating system. Android brings the openness that shaped the Internet to the mobile
world. Thats also why we are the first company to bring smartphone production back
to the USA and allow people to customise their own phone design.
For the past 80 years, our engineers have thrived on invention; on finding new ways
to solve problems. Today we continue to look for new opportunities to change
peoples lives for the better through the magic of mobility.
20
Products
Moto G
Moto X
Moto E
21
CHAPTER-V
OBJECTIVE
22
Objectives:-
1. The main purpose of the study is to know whether the customers are satisfied
with the products provided by Motorola
2. To understand the behavior of the Motorola customer care with customers
3. To know weather service provided according to time and date or not
4. To suggest measures to improve customer satisfaction and improve quality of
product appearance and feature
5. To suggest new ideas, suggestion other than currently used in Motorola
handsets to improve customer satisfaction
6. To know if, there is any relationship between Brand name & satisfaction level,
Feature of Handset & satisfaction level and price of Handset & satisfaction
level
7. To identify customer perceptions of key areas of weakness and key
area of strength
8. To measure the prioritize areas where improvement will most affect
customer satisfaction
23
Need Of the Project Work:-
1. Data collection required lot of time so by doing 2 months Survey Company will
know areas in which they should develop. So it saves lot of time of company
researcher.
2. It gives accurate results to organization which helps in taking future decision
and helps in forecasting.
3. Better understanding of problem area- In the light of secondary data researcher
can improve the researcher problem and may even change some of his earlier
ideas.
Significance of the Project Work:-
1. Company would get to know the customer satisfaction level for the current
year. Helpful in forecasting. In addition, knows areas of improvement.
2. Knows other new techniques of customer satisfaction improvement and the
ways to implement them will help company in achieving still higher customer
satisfaction. It is less expensive mode of collection data for organization point
of view.
24
About the Study Customer Satisfaction
Customer satisfaction is the key to success. Getting your customers to tell you whats
good good about your product or services and where you need improvement helps
you to ensure that your business measures up to their expectations. The attached file
contains a customer satisfaction survey from designed to help you gather this
important information it was designed to make it easy for customer to fill out & to
make it easy for you to quickly customize to exactly match your companys activities.
It also includes suggestions for distributing the form, ensuring that customer will
return the form and following up on comments.
The reason for a business firm to come into being is the existence of a customer who
has unfilled needs and wants. Motorola has advantage of having the widest product
range in all market segments in which it operates, putting itself in a unique position of
providing just product, but the best economic solution to their customer thus fulfilling
the unfilled needs.
25
CHAPTER-VI
RESEARCH METHODOLOGY
26
Concept of Research:-
Research is an organized inquiry designed and carried out to provide information for
solving significant problem. Research process involves defining and redefining
problems, hypothesis formulation, organizing and evaluating of data, deriving an
implication and conclusions, after careful testing. Research has its objective. It
involves critical and exhaustive investigation and experimentation by manipulating
things, concepts or symbols.
Features of Good Research Design:
A good research design has the following important features:
A precise statement of the research problem.
Data sources and data collection procedures.
Approaches to data analysis.
Resource constraints: time, cost, manpower.
Types of Data:
27
Primary Data
Secondary Data.
Primary Data:
Data that is collected for specific purpose at hand is called primary data. This data is
customized according to the needs of the researcher and focuses exclusively on the
current research problem. The collection of primary data is costly and time
consuming.
Some of the methods of primary data collection are as follows:
Observation.
Interviewing.
Questionnaire.
Secondary Data:
Secondary data may be defined as, data that has been collected earlier for some
purpose other than the purpose of the present study. Any data that is available prior to
the commencement of the research project is known as secondary data. Therefore
secondary data is also called as historical data.
28
Some of the examples of sources of secondary data are as follows: Company available
product related database, Organization chart, Product Records, Internet, etc.
Research Instruments
The research instrument used was the Structured Questionnaire.
The questionnaire basically consisted of a set of questions that were presented to the
respondents for their answers. This was by far the best method used for the collection
of primary data. In the preparation of the questionnaire, care was taken to see that the
wording of the questions were as simple as possible and would not cause any strain to
the respondents in understanding or interpreting of the questions. Also the flows of the
questions have been kept in a logical order as far as possible.
The questionnaire includes open end as well as closed end questions with more
emphasis on the closed ended questions. The primary aim or objective of including
the open-ended questions was to obtain the perceptions of the people regarding the
service provided by Motorola, their staff behavior and other. This type of information
was of vital importance to organization.
Sources of Data
Primary data is collected through survey of customer at Amravati. The survey is
done with the help of questionnaires in which the questions were open ended and
29
close ended. Also by observation in automobile some data is collected for the
research.
Secondary data is through the website of the company and company records.
Sample Size
The total sample size is 50 customers from Amravati.
Tools of Data Collection
The methodology for data collection used was survey method and the tools used for
survey were questionnaire and personal interview. Information was gathered by
interview with the customer in Amravati cities through the questionnaires which are
open ended where they can answer the questions in their own words and close ended
where options are given to them to answer the questions.
Statistical Tools Used For Data Analysis
Statistical tools to be used are tables, Pie Charts, percentage column used.
Research Methodology:-
30
Data source
Primary (field Survey)
Research area
Amravati City.
Research approach
Survey Method
Research instrument
Questionnaire
Sample Plan
Personal Interview
Sample unit
Personal
Sample Size
50 customers.
Scope of the study:-
The study covers the Personal using Motorola products in Amravati city
Helpful in forecasting
Helpful in knowing weak spot of product
Better understanding of problem area
31
CHAPTER-VII
DATA ANALYSIS
32
Demographic Profile
1. AGE OF RESPONDENTS
Table No. 1: AGE OF RESPONDENTS
Age
Observation
Percentage
Less than 25
25-35
35-45
45 and above
Total
12
14
18
6
50
24
28
36
12
100
33
40
35
LESS THAN 25
30
25-35
25
35-45
20
45 and above
15
10
5
0
It is clear that24% of respondents are of the age less than 25, 28% of respondents are
of age 25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45
and above.
2. OCCUPATION
Table No.2 Occupation of Respondents
Option
Business
Professional
Personal
Other
Total
No. of respondents
05
18
23
4
50
Percentage
10
36
46
8
100
34
50
45
40
35
30 BUSINESS
25
PROFESSIONAL
PERSONAL
OTHER
20
15
10
5
0
The survey shows that 10% of respondents are businessmen, 36% of respondents are
professionals, 46% of respondents are Personal, 8% of respondents are from other
discipline.
3. AVERAGE ANNUAL INCOME
Table No.3 Average Annual Income of Respondents
Option
Upto 1 Lakh
1 to 3 lakkhs
3 to 5 lakhs
5 lakhs and more
Total
No. of Respondents
07
19
22
02
50
Percentage
14
38
44
4
100
35
UP TO 1 LAKH 1 TO 3 LKHS 3 TO 5 LAKHS 5 LAKHS AND MORE
50
5 LAKHS AND MORE
40
3 TO 5 LAKHS
30
20
1 TO 3 LKHS
10
UP TO 1 LAKH
The survey shows that 14% of respondents have income upto 1 lakhs, 38% of
respondents have income between 1 to 3 lakhs, 44% of respondents have income
between 3 to 5 lakhs, 4% of respondents have income more than 5 lakhs.
4. How many Mobile Development companies do you know?
Table No.5 Visibility of companies
Option
Samsung
LG
Motorola
Apple
All of the above
Total
No. of respondents
04
04
00
10
32
50
Percentage
08
08
00
20
64
100
36
70
60
Samsung
50
LG
40
Motorola
Apple
30
All of the above
20
10
0
From above graph we can conclude that, visibility of Motorola product is 100% as it
is the local company for the place of survey.
5. Do you think Motorola provide you good quality products with visuals?
Table No.6 Product quality
Option
Yes
No
Total
No. of respondents
39
11
50
Percentage
78
22
100
37
22%
No
78%
Yes
Out of the 100 people interviewed 78 % feel Motorola provide good product and
remaining 22% feels products are not good .
6. What are the good qualities in Motorolas Product?
Table No.7 Quality
Option
Features
Visuals
Availability
Look
Costing
Total
No. of respondents
19
22
05
02
02
50
Percentage
38
44
10
04
04
100
38
Features
Visuals
Look
Costing
Availability
45
38
The survey shows that 38% respondents feels that Features of Motorolas product are
good, 45% feels that Visuals is good but only 3% feels that cost is good.
7. Are you satisfied with the behavior of Motorolas customer care support and staff?
Table No. 8 Behavior of customer care support
Option
Extremely Satisfied
Satisfied
Average
Dissatisfied
Extremely Dissatisfied
Total
No. of respondents
12
06
12
07
13
50
Percentage
24
12
24
14
26
100
39
30
26
24
30
25
20
15
10
5
0
12
14
Extremely Satisfied
Satisfied
Average
Dissatisfied
Extremely Dissatisfied
From the survey it is clear that 30% are extremely satisfied with the products of
Motorola, and more than 65% are satisfied with it. But around 35% are dissatisfied.
8. Do you think product and Visuals quality is the strength of Motorola?
Table No. 9 Product and Visuals quality evaluation
Option
No. of respondents
Percentage
Yes
23
46
No
27
54
Total
100
100
40
Yes
No
46%
54%
Out of 100 people interviewed, 46 % believe that Visuals and product quality is the
strength of Motorola.
9. What is the weakest point of Motorola ?
Table No.10 Weakness of Motorola
Option
Look
Marketing & Advt Strategies
Cost Structure
All of the Above
None of the Above
Total
No of respondents
08
03
16
09
14
50
Percentage
16
06
32
18
28
100
41
Chart Title
28%
Look
Marketing and
advertising
strategies
Cost Structure
All of the above
16%
6%
None of the above
18%
32%
Policies and Cost Structure are the weakest point of Motorola as per the consumers.
10. Are you satisfied with the overall products and system of Motorola?
Table No.11 Overall satisfaction
Option
Yes
No
Total
No of respondents
21
29
50
Percentage
42
58
100
42
120
100
80
NO
60
YES
40
20
0
42% respondents satisfied with overall products and system of Motorola but 52% are
not satisfied.
11. Do you purchase Motorola handset for which reason?
Table No.12 Reason for purchase
Reason
Brand Name
Product Quality and Cost
Respondents
28
22
Percentage
56
44
43
120
100
80
60
40
Product Quality
and Cost
Brand Name
20
0
Graph conclude that, 56% customer purchases mobile handset just because of brand
name, and remaining for the quality of product and its cost.
44
Chapter VIII
Findings
1. It is clear that24% of respondents are of the age less than 25, 28% of respondents are
of age 25-35, 38% of respondents are of age 35-45, 12% of respondents are of age 45
and above.
2. The survey shows that 10% of respondents are businessmen, 36% of respondents are
professionals, 46% of respondents are Personal, 8% of respondents are from other
discipline.
3. The survey shows that 14% of respondents have income upto 1 lakhs, 38% of
respondents have income between 1 to 3 lakhs, 44% of respondents have income
between 3 to 5 lakhs, 4% of respondents have income more than 5 lakhs.
4. From survey it is clear that 82% of respondents have Employees count more than 5
while, 18% of respondents have Employees count less than 5, which are mostly
categorized as Individuals
5. From above graph we can conclude that, visibility of Motorola product is 100% as it
is the local company for the place of survey.
6. Out of the 100 people interviewed 78 % feel Motorola provide good product and
remaining 22% feels products are not good .
7. The survey shows that 38% respondents feels that Features of Motorolas product are
good, 45% feels that Visuals is good but only 3% feels that cost is good.
45
8. From the survey it is clear that 30% are extremely satisfied with the products of
Motorola, and more than 65% are satisfied with it. But around 35% are dissatisfied.
9. Out of 100 people interviewed, 47 % believe that Visuals and product quality is the
strength of Motorola.
10. Policies and Cost Structure are the weakest point of Motorola as per the consumers.
11. 42% respondents satisfied with overall products and system of Motorola but 52% are
not satisfied.
12. Graph conclude that, 56% customer purchases mobile handset just because of brand
name, and remaining for the quality of product and its cost.
Chapter IX
Suggestions and Conclusion
46
1) Though Motorola is big brand company, the awareness of products of Motorola is
average.
2) The respondents of this survey are measure Personal, so they know the products of
Motorola and other companies very well.
3) Many customers are satisfied with the quality of Motorolas product and its Visuals
style, but still many of them are feel its not strength of Motorola.
4) Customer care support is good but not that much, but still they are happy with what
they have.
5) Other than that, respondents feels distribution channels like there availability of
product in the retail market is not good. All Motorola products are not available in the
local market. Customer has to dependent on the online stores.
6) Motorola is good at marketing and its pricing structure is also good.
7) Though it is so, only 42% customers are satisfied with its products and services.
47
Chapter X
Limitations
48
The limitations of the project are-
The project was carried in the Amravati city so the project provides a
perspective limited only to this city.
The sample taken cannot cover all the classes of people whose responses have
to be taken.
49
Again research study of 2 months is a time constraint and covering whole of
Amravati city population by taking a sample size of 50 is not feasible.
Non understanding of certain parameters in the questionnaire.
50
Chapter XI
Bibliography
BIBLIOGRAPHY
Philip Kotlar, Marketing Management, New Delhi, Pearson Education (P)
Ltd., Indian Branch, 2004.
Consumer Behavior by Leon G. Schiffman, Prentice-Hall India 8th edition
51
WEBSITES
[Link]
[Link]
[Link]
52
Chapter XII
ANNEXURE
QUESTIONNAIRE
1. AGE OF RESPONDENTS
a. Less than 25
b.25-35
c.35-45
[Link] than 45
53
2. What is your occupation?
[Link]
[Link]
[Link]
[Link]
3. What is your average annual income?
[Link] 1 Lakh
b.1 to 3 Lakh
c.3 to 5 lakh
[Link]
than
lakh
4. How many employee are there in your company
[Link] 5
b. More than 5
5. How many web site development companies do you know?
6. Do you think Motorola provide you good quality products?
a. Yes
[Link]
7. What are the good qualities in Motorolas Product?
[Link]
[Link]
[Link]
[Link] [Link]
8. Are you satisfied with the behavior of Motorolas staff and agents?
[Link] satisfied
[Link]
[Link]
[Link]
[Link] dissatisfied
9. Do you think product and Visuals quality is the strength of Motorola?
a. Yes
[Link]
54
10. What is the weakest point of Motorola ?
a. Policies
[Link] and Adv Strategy
[Link] Structure
[Link] of the above
11. Are you satisfied with the overall products and system of Motorola?
a. Yes
[Link]
55
