A study on customer satisfaction towards smartphone with special reference to Tirupur city - The study was undertaken by B.Com CA student in the year of 2016-2017.

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CHAPTER-I
INTRODUCTION TO THE STUDY
1.1 INTRODUCTIONOF THE STUDY
MARKET
The term “market” originated from Latin word “macatus” having a verb “marcari”
implying “merchandise” “ware” “traffic” or “ a place where is conducted”. In the broader sense,
it is the whole of any region in which buyers and sellers are brought into contact with one
another and by means of which the prices of the goods tend to be equalized easily and quickly.
DEFINITIONS
According to Philip Kotler:
Marketing is the social process by which individuals and group obtain what they need
and want through creating and exchanging products and value with others.
According to American Marketing Association:
Marketing is the activity, set of institutions, and processes for creating, communicating,
delivering and exchanging offerings that have value for customers, clients, partners and society
at large.
According to the Chartered Institute of Marketing:
Marketing is the management process responsible for identifying, anticipating and
satisfying customer requirements profitably.
According to University of Pennsylvania:
Marketing is the process of anticipating, managing and satisfying the demand for
products, services and ideas.
1.1.1 MEANING OF MARKETING
Marketing is the process of communicating the value of a product or service to
customers. Marketing might sometimes be interpreted as the art of selling products, but sales is
only one part of marketing. As the term "Marketing" may replace "Advertising‖ it is the overall
strategy and function of promoting a product or service to the customer.

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SCOPE OF MARKETING
Marketing is typically seen as the task of creating, promoting and delivering the goods
and services to consumers and business. Markets are skilled in stimulating demand for a
company‘s product, but this is too limited view of task marketers performs. Just as production
and logistics professionals are responsible for demand management. Marketing managers seek to
influence the level, timing, and composition of demand to meet the organization’s objectives.
IMPORTANCE OF MARKETING
 Marketing helps in realization of objective for which the organization has been setup.
 Marketing helps the enterprise to adapt to the changing conditions and circumstances.
 Marketing provide guidance to the organization on the innovations to be adopted,
enabling it to face competition more squarely.
 Marketing ensures the economic growth of the enterprise which results in growth and
economic growth of the enterprise which results on growth and economic development of
the country.
 Marketing helps the community to satisfy their economic and social needs and thus raise
their standard of living.
 Marketing helps the enterprise in achieving the maximum efficiency, productivity and
profitability with the minimum of effort and cost.
OBJECTIVES OF MARKETING
 To increase sales revenue.
 To improve and maintain image of the product or the business .
 To increase market share.
 To target a new market.

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 To target a new market segment.
CUSTOMER BEHAVIOUR
Customer satisfaction, a term frequently used in marketing, is a measure of how products
and services supplied by a company meet or surpass customer expectation. Customer satisfaction
is defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore, when
these ratings dip, they warn of problems that can affect sales and profitability.
These metrics quantify an important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and highly effective."
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be
able do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or
service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying.
CUSTOMER SATISFACTION
The definition of customer satisfaction has been widely debated as organizations
increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of
situations and connected to both goods and services. It is a highly personal assessment that is
greatly affected by customer expectations. Satisfaction also is based on the customer’s
experience of both contact with the organization (the “moment of truth” as it is called in business
literature) and personal outcomes. Some researchers define a satisfied customer within the
private sector as “one who receives significant added value” to his/her bottom line—a definition

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that may apply just as well to public services. Customer satisfaction differs depending on the
situation and the product or service.
A customer may be satisfied with a product or service, an experience, a purchase
decision, a salesperson, store, service provider, or an attribute or any of these. Some researchers
completely avoid “satisfaction” as a measurement objective because it is “too fuzzy an idea to
serve as a meaningful benchmark.”4 Instead, they focus on the customer’s entire experience with
an organization or service contact and the detailed assessment of that experience.
For example, reporting methods developed for health care patient surveys often ask
customers to rate their providers and experiences in response to detailed questions such as, “How
well did your physicians
1.2 STATEMENTOF THE PROBLEM
 Mobile phone has now become the basic need of every person in their life. Understanding
of brand preference is essential aspects as it reflect the customer choice, purchase of
particular brand, performance, style and satisfaction of the customer. Along with the
smart phone fundamental capabilities to make voice call, video call, and SMS, and MMS,
smart phones have been repositioned as a “new information medium”.
 In other words, smart phones have extended list of information processing functionalities
such as managing personal time schedule, accessing Internet contents, editing documents,
utilizing location- awareness function, and many other exciting applications. All these
functionalities are delivered through the software installed on the smart phone. It is
stressing that the ever increasing importance of mobile software and other mobile
contents are solicited by the prevalent of smart phone
 The study is restricted to Tirupur city, which is no doubt an economically richest and
cosmopolitan city. Tirupur City has tremendous potential for all the products and
services, because people of various religions, languages, cultural backgrounds and
demographic and socio economic characteristics live in this area.

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1.3 OBJECTIVES OF THE STUDY
The study was under taken to identify the following objectives:
 To study the socio-economic characteristics of the sample respondents.
 To know the level of satisfaction of customers towards smart phones
 To Analyse the awareness level towards the smartphones in terms of features applications
services etc..,
 To study the factors to be considered while purchasing smart phones
 To offer suggestions based on the quality of smartphones
1.4 RESEARCHMETHODOLOGY
MEANING
Research refers to the process of gathering information for the purpose of initiating,
modifying or terminating a particular investment or group of investments.
DEFINITION
Research defines to a critical, careful investigation or enquiry or examinations having as
its aims newly discovered facts.
RESEARCH DESIGN
The task of defining the research problem is the preparation of the design of the research
project.
SAMPLE DESIGN
Measuring a small portion of something and then making a general statement about the
whole thing and Process of selecting a number of units for a study in such a way that the units
represent the larger group from which they are selected. Sampling makes possible the study of a
large, heterogeneous (different characteristics) population. The universe or population to be
studied maybe too large or unlimited that it is almost impossible to reach all of them.Sampling
makes possible this kind of study because in sampling only a small portion of the population
maybe involved in the study, enabling the researcher to reach all through this small portion of the
population.

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CONVENIENCE SAMPLING
When population elements are selected for inclusion in the sample based on the ease of
access, it can be called convenience sampling. Under this study convenience Sampling is
adopted.
DATA COLLECTION
Data collection is a term used to describe a process of preparing and collecting data - for
example as part of a process improvement or similar project. The purpose of data collection is to
obtain information to keep on record, to make decisions about important issues, to pass
information on to others.
PRIMARY DATA
The primary data are those which are collected afresh and for the first time, and thus
happen to be original in character.In order to collect this primary data, a questionnaire was
designed with question with both open ended and close ended question which will cover the
overall information needed to this study.
SECONDARY DATA
The secondary data were collected from different sources. In the current context the
secondary data was collected through published books, company personal records, journals,
magazines, websites etc…
RESEARCH PROBLEM
Research problems refer to some difficulty which a researcher experiences in the contexts
of either a theoretical or practical situation and want to obtain a solution for the same. The
research problem here is to study the effectiveness of agency network of capital pharma.
AREA OF STUDY:
Tirupur was selected for data collection 120 questionnaires for were used data collection.

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SAMPLING TECHNIQUE
For this study sampling technique used is convenience sampling.
POPULATION SIZE
All elements under consideration in any of enquiry constitute to be the population in this
study population constitutes to those who are using smartphones
SAMPLE SIZE
The sample size is 120 of the total population.
RESEARCH PERIOD
The research conducted for the period of seven days.
TOOLS FOR DATA COLLECTION
 Simple percentage,
 Chi-square test,
 Ranking
SIMPLE PERCENTAGE
A percentage analysis is used to interpret the data by the researcher for the analysis and
Interpretation. Through the use of percentages; the data are reduced in the standard form with
base equal to 120 which fact facilities relative comparisons.
In the percentage analysis, percentage is calculated by multiplying the number of
Respondents into hundred and it are divided by the sample size.
No. of respondents
= ___________________________________×100
Sample size

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LEVEL OF MEASUREMENT
The five response categories are often believed to represent an Interval level of
measurement. But this can only be the case if the intervals between the scale points correspond
to empirical observations in a metric sense. In fact, there may also appear phenomena which
even question the ordinal scale level.
1.5 LIMITATIONS OF THE STUDY
 The geographical area was limited on “Tirupur” city only.
 Time was a limited factor for the study.
 The researcher is content with only limited to smartphone users.
 The study is purely based on 120 respondents only.
 Due to convenience sampling the result arrived upon may not be accurate.

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1.6 CHAPTER SCHEME
The study has been presented in five chapters.
Chapter- I
This chapter deals with introduction, introduction of the study, statement of the
problem, objectives of the study, scope of the study, limitation of the study, research
methodology, chapter scheme.
Chapter –II
The second chapter deals with review of literature.
Chapter –III
The third chapter deals with profile of the organization, industry profile.
Chapter –IV
This chapter contains data analysis and interpretationof data in the form of tables
and charts.
Chapter –V
This chapter contains summary of findings, suggestions, and conclusion.

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CHAPTER -II
REVIEW OF LITERATURE
Review of literature is the study of the prevalent materials related to topic of research
.This helps the researcher to get a clear idea about the particular field. It is important for the
researcher to carry out the research successfully. It is further intended to serve as a means of
exchanging information with the hope that it could prevent further implications of the
respondents to determine what is already known from similar research. The knowledge of other
research literature is very important for marketing research. Either to prove or disprove his
findings with those or others certain number of literature has been review of enlisted.
Uchin Lee, et al. (2010)1have studied the negative aspects of smartphone overuse on
young adults, such as sleep deprivation and attention deficits, are being increasingly recognized
recently. This emerging issue motivated us to analyse the usage pattern related to smartphone
overuse. The paper is also analysed the usage data of identify between group usage differences,
which range from the overall usage patterns to app-specific usage pattern.
Jim Puzzanghera, (2014)2 reveals the fact about a famous company named Google.
Google has done In-app purchase fraud to the users they call it “family-fraud” or an “friendly -
fraud”, the matter says that many children has purchased virtual items used in games & other
apps costing from 99 cents to 200 $, where parents were not aware about the billing, and in this
matter company has accepted the claim & agreed to refund U.S 19 million $ to parents billed for
unauthorized purchases by their children while using mobile apps.
Dr. T. N. R. kavitha and Mr. R. MohanaSundaram3 (2014) their study entitled “A
Study on Customer Satisfaction towards Samsung Mobile Phone in Erode City”. This paper
carried out with an objective to determine the consumer preference and satisfaction.
VipanBansal and BinduBansal (2013)4 “Have studied the Customer satisfaction of
mobile phone service users operating in Malwa Punjab” This paper is used to trace the reason for
purchasing mobile phones and usages of mobile phone applications. This study revealed that
1
VipanBansal, BinduBansal. ABAC Journal. 2031; 33(3):30-40.
2
Dr.Kavitha TNR, Mr.MohanaSundaram R. IOSR Journal of Business and Management (IOSR-
JBM) e-ISSN: 2278-487x : 2319-7668. 01-03.
3
Uchin Lee. Knowledge service Engineering department, 2012
4
Goodman, Paul S; Fichman, Mark; Lench, F Javer, Snyder, Pamela R, Customer Firm
Relationships, Involvement, And Customer Satisfaction, Academy of Management Journal,
1995, Vol.38, Issue 5, pp 1310-1324

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SMS is the most widely used Valued Added Service. The results revealed that most of the
respondents were satisfied with their current service provider show maximum willingness for
shifting to Airtel.
Goodman et al (2005)5 examined the relationships among levels of involvement between
customers and suppliers, customers evaluations of core and peripheral factors in their
transactions and customers and overall those less involved. Peripheral aspects, such as supplier
responsiveness to customer inquiries, appeared to influence how customers evaluated a core
product as well as their overall satisfaction.
Reddy (2005)6 states that are not enough if the product meets the fictional requirements
of the customer; it should meet certain other customer expectations like behavior of the person
who provides service. Customer satisfaction is the combination of both technical features and
human behavioral aspects.
Kennedy & Schneider (2000)7 states, that in the changing economy, know ledges is as
important as product/ service which is becoming globally standardized. Companies gain
competitive advantage through constant innovation; better targeting customers and additional
service. Customer satisfaction has been an important aspect for every organization due to
constant innovation in components or service.
According to Laurie Cutts, (2013)8 mobile adoption is ridiculously fast. Smartphones
have spread faster than any consumer technology in human history, reaching market maturity
faster than radio, TV, the commercial Internet and many other devices and technologies.
According to Nielsen, 61% of US mobile subscribers now own a smartphone. This trend isn’t
exclusive to the US. By the end of 2012, several markets worldwide reached a key milestone
with over half of mobile phone users in five other countries—South Korea, Norway, Sweden,
Australia, and the UK, having made the switch from feature phones to smartphones.
5
Reddy, M. Madhukar, customer satisfaction management in service industry, published in
beacon- NIQR, Bangalore, july –September 2005,pp 1-4
6
McColl-Kennedy, j; Schneider, U, Measuring customer satisfaction: why, what and how, Total
Quality Management, 2000, vol.11, No.7, pp 883- 896
7
Jim Puzzanghera (2014), Google to refund at least $19 million for kids' in-app purchases,
http://www.theage.com.au/digitallife/smartphone-apps/google-to-refund-at-least-19-million-for-
kids-inapp-purchases-20140905-10cvnl.html,
8
Vikasgulati (2013),http://www.techinasia.com/mobile-advertising-trends-2013

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Vikasgulati, (2013)9 reveals that the Mobile performance marketing will get mainstream;
much of the work on mobile advertising has been focused on rich media formats and app
creation. Marketers have been focusing on creating mobile campaigns based on rich media
formats that grab consumer attention. However, as mobile advertising now begins to get
mainstream, the focus would also shift toward performance. Mobile, like all digital, is highly
measurable - one would see advertisers looking for response/outcome-focused campaigns such
as leads, acquisition, or any other definitive actions that enhance the ROI of the marketing
budgets.
Jeffrey R. Young (2011)10concluded to some thoughts on academics side, he states that
in previous days people use to carry around a computer, camera & GPS device everywhere they
went, but now-a –days it is easy for professor & administrator to adjust everything into a single
device, that is Smartphone. Many activities such as checking e-mails, taking attendance,
collecting data, reading scholarly articles, recording notes, using textbook tools, preparing
student material, etc. which are time taking, important, may be calculative ,etc. are out of
thoughts turned to be easy & manageable due to Smartphone application.
Verkasalo’s (2010)11 defines social influence as the degree to which people have the
impression that important others ensure they would better use a new system. We consider the
interpersonal factors as social influencers in this paper because Smartphone is regarded as a new
information technology mobile device which creates uncertainty about individuals expected
consequences. Additionally, consumers tend to consult with their social network about this
uncertainty rather than consulting the external factors such as media and expert opinions before
making a decision to use Smartphone (Lopez-Nicolas et al., 2008).
9 Jeffrey r. young (jan,2011), Chronicle.com/article/6-top-smartphone-apps-to/125764
10 Alsmadi, Amos, C, Holmes, G and Strutton, D (2008), International Journal of Advertising,
Vol.27, No. 2, pp.209-234
11 Verkasalo, H. L., “Analysis of users and non-users of smartphone applications”, Telematics
and Informatics, Vol. 27, No. 3, November, 2010, pp. 242-255

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S.Namasivayam, M.Prakash and M.Krishnakumar (2014), 12 Customer Satisfaction
should be the main aim of a business. It is essential for businesses to effectively manage
customer satisfaction. To be able do this, firms need reliable and representative measures of
satisfaction. The importance of customer satisfaction diminishes when a firm has increased
bargaining power The researcher has conducted this study to find out the level of customer
satisfaction towards Samsung smart phones. The target respondent includes those customers who
are using the Samsung smart phones. The collected data was edited, coded and tabulated by
using some statistical tools.
Subramanyam and Venkateswarlu (2012)13 conducted a study on factors influencing
buyer behavior of mobile phone buyers in Kadapa district in India. The researchers studied the
various types of marketing strategies adopted by market to acquire the attention and cognition of
both existing and potential customers, and to study what role these marketing strategies play in
consumer buying process. According to the results, income, advertising and level of education in
a family are the determining factors of owning a mobile phone set.
Malasi (2012)14 examined the influence of product attributes on mobile phone preference
among undergraduate university students in Kenya. The study indicated that varying the product
attributes‟ has an influence on the undergraduate students‟ preferences on mobile phones.
Various aspects of product and brand attributes were considered such as color themes, visible
name labels, and mobile phone with variety of models, packaging for safety, degree of awareness
on safety issues, look and design of the phone
12 S.Namasivayam, M.Prakash and M.Krishnakumar (2014), A Study on Customer Satisfaction
Towards Samsung Smart Phones With Referance to Coimbatore City, INDIAN JOURNAL OF
APPLIED RESEARCH, Volume : 4 | Issue : 5 | May 2014
13 Subramanyam and Venkateswarlu (2012).Factors Influencing Buyer Behaviour of Mobile
Phone Buyers in Kadapa District. Indian Journal of Research, 1(11), 3-5
14 Malasi J. M. (2012). Influence of Product Attributes on Mobile Phone preference among
university students: A Case of Undergraduate students. International Journal of Academic
Research in Economics and Management Sciences. 1(6), 10 – 16

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CHAPTER III
PROFILE OF SMARTPHONES
Nowadays, mobile phone, or cell phone, has almost become a necessity product in
people’s social life among the world Smart-phone ownership in the INDIAN has outstripped the
global average by 30 per cent resulting in increased growth opportunities for mobile retail.
According to a survey by research consultancy TNS Global, around 78 per cent of INDIAN
residents own a smart-phone compared to the global average of 42 per cent. The survey also
revealed that nearly 40 per cent of consumers in the Emirates either own or are looking to own a
tablet. The poll showed 46% of the INDIA Nresident uses their mobile phone for instant
messaging and 34% use for social networking. (Gulfbusiness.com).The first Smart Phone
companies target users were Business users who have to get connected to the internet every time
to get updated by emails, time (CFI Group, 2009).
There are number of factors that need to be taken into account when exploring mobile
phone buying decision process, including both the factors micro and macro economic conditions
that affect the evolution of mobile phone market in decision making process. As the mobile
phone market is a typical technology push driven market where products are created ahead of the
recognition of existing recognized consumer needs (e.g., Gerstheimer and Lupp, 2004) mobile
phone development is based on consumers’ possible future needs and thus companies that best
hunch the technologies and services of future will be the leaders in the discipline (for discussion
of technology push see, e.g., Brown, 1991; Hamel and Prahalad, 1991; Kumar, 1997; Nagel,
2003).
3.1 CURRENT SCENARIO
Smart phones have gained a lot of popularity and are considered to be great tools.
Smartphones are being used for entertainment and due the introduction of new features every
day. They have become more than just call making and receiving calls. Mobile phone handsets
now have more business-friendly applications.

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With emerging technology, smartphones have become more than communication devices
they are the tools to stay ahead of competitors and peers in the present times. 1.3 Smartphone
Characteristics Within the mobile phone category, there is a sub class of Smart phones. A Smart
phone is a mobile phone that integrates a feature phone and a mobile computing platform, and
the models today even function such as digital cameras, media players, high-speed data access
via Wi-Fi, GPS navigation, and other applications with option to download application through
application market.
Typically, smartphones also comprise web browsers and high-resolution touchscreens,
which provide people better viewing and browsing experience. In its simplest form, a
smartphone is a mobile phone with built-in, add-on applications and Internet (4G network)
access. However, because of its capability to handle a great amount of applications and functions
at the same time the concept of a smartphone slowly transitioned into definitions of a computer.
The smartphone becomes more than a device for sending and receiving text sms and calls as it
consists of various methods to interact with others in a more personalized way, compared to the
traditional mobile phones.
One of the significant differences between a feature phone and a smartphone is that a
smartphone can install third-party applications from applications store. Users are able to
download and install application on their operating systems. Generally a Smartphone is based on
a certain operating system that allows phone users to install applications on it.
Systems include Apple’s iOS, Google’s Android, Microsoft’s Windows Phone etc. These
applications must work together seamlessly and with the features of the phone. For example,
pictures taken with the camera can be linked to the address book so that users can see who is
calling.
Navigation software uses addresses stored in the address book in combination with GPS
data to facilitate data entry. 1.3 Purpose The purpose of this paper is to investigate smart phone
purchase behaviour preferences among youth and resident in United Arab Emirates of particular
interest is the issue of gender differences regarding the behavioral aspects of the cell phones.

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A smartphone or smart phone is a mobile phone with an advanced mobile operating
system which combines features of a personal computer operating system with other features
useful for mobile or handheld use. They typically combine the features of a cell phone with those
of other popular mobile devices, such as personal digital assistant (PDA), media player
mind GPS navigation unit. Smartphone’s are used to make phone calls and send text messages
but they can also be used for accessing the internet and check your emails, search the internet
and much more.
A Smartphone can:
 Make voice calls (of course!)
 Make video calls
 Access the internet and browse the web
 Take photos, and upload them to the web
 Navigate with GPS if the phone has GPS built-in
 Play back music and video stored on the phone (and connect to a PC to copy media to it)
 Manage your contacts and appointments
 Send emails
 Play in-built games
 Run new applications and games downloaded for the internet.
 There are many different brands of smart phones
 Android Phones made by Samsung, HTC, etc.
 Windows Phones made by Nokia

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The difference between each phone is that they have a different
operating system developed by the different manufacturers. Most
Smartphone’s produced from 2012 onwards also have high-speed
mobile broadband 4G LTE internet, motion sensors, and mobile
payment mechanisms.
In 2014, sales of smartphones worldwide topped 1.2 billion,
which was up 28% from 2013.
3.2 HISTORY OF SMARTPHONE
Mass adoption
In 1999, the Japanese firm provides data transmission speeds up to 9.6 kbit/s.
Symbian was the most popular smartphone OS in Europe during the middle to late 2000s.
Initially, Nokia's Symbian devices were focused on business, similar to Windows Mobile and
BlackBerry devices at the time.
From 2006 onwards, Nokia started producing entertainment-focused smartphones,
popularized by the Nseries.
In Asia, with the exception of Japan, the trend was similar to that of Europe
IOS AND ANDROID
In 2007, Apple Inc. introduced the iPhone, one of the first smartphones to use a multi touch
interface.
The iPhone was notable for its use of a large touchscreen for direct finger input as its
main means of interaction, instead of a stylus, keyboard, or keypad typical for smartphones at the
time .
In2008 saw the release of the first phone to use Android called the HTC Dream (also
known as the T-Mobile G1).Android is an open-source platform founded by Andy Rubin and
now owned by Google.
Although Android's adoption was relatively slow at first, it started to gain widespread
popularity in 2010, and now dominates the market.These new platforms led to the decline of
earlier ones. Microsoft, for instance, started a new OS from scratch, called Windows Phone.

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Nokia abandoned Symbian and partnered with MS to use Windows Phone on its smartphones.
Windows Phone then became the third-most-popular OS.Palm's webOS was bought by Hewlett-
Packard and later sold to LG Electronics for use on LG smart TVs. BlackBerry Limited,
formerly known as Research In Motion, also made a new platform based on QNX, BlackBerry
10.The capacitive touchscreen also had a knock-on effect on smartphone form factors.
Before 2007 it was common for devices to have a physical numeric keypad or physical
qwerty keyboard in either a candybar or sliding form factor.
However, by 2010, there were no top-selling smartphones with physical keypads.
Recent technological developments
 In 2013, the Fair phone company launched its first "socially ethical" smartphone at
the London Design Festival to address concerns regarding the sourcing of materials in the
manufacturing.
 In late 2013, os commenced production of a smartphone designed entirely around security,
encryption and identity protection.
 In December 2013, the world's first curved OLED technology smartphones were introduced
to the retail market with the sale of the Samsung Galaxy Round and LG G
Flexmodels.[30] Samsung phones with more bends and folds in the screens were expected in
2014.[31]
 In early 2014, smartphones were beginning to use Quad HD (2K) 2560x1440 on 5.5" screens
with up to 534 PPI on devices such as the LG G3 which is a significant improvement over
Apple's Retina Display.
 Quad HD is used in advanced televisions and computer monitors, but with 110 ppi or less on
such larger displays.
 As of 2014, Wi-Fi networks were much used for smartphones. As Wi-Fi becomes more
prevalent and easier to connect to, Wi-Fi phone services will start to take off.
 Smartphones are increasingly integrated with everyday uses. For instance, credit cards and
mobile payments are integrated into smartphones where users can send cash payments
through smartphone applications and Saas platforms.

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 Recently, Apple Pay has picked up 34 new banks to the roster supporting their mobile
payment platform, where merchants are rapidly adopting it .
 Additionally, recent technological innovations are causing keys to be fused into the
smartphones, where the smartphone act as a digital key and access badge for its users.
 Since 2016, water and dustproofing have made their way into mainstream high end
smartphones instead of specialty models with the Sony Xperia Z continuing through the
Sony Xperia Z3 and with the Samsung Galaxy S5.One problem with smartphone cameras is
focusing on subject, but the LG G3 has lasers to help focus. Some smartphones can be
categorized as high-end point-and-shoot cameras with large sensors up to 1" with
20 megapixels and 4K video. Some can store their pictures in proprietary raw image format,
but the Android (operating system) 5.0 lollipop serves open source RAW images.
FUTURE POSSIBLE DEVELOPMENTS
 A clear thin layer of crystal glass can be added to small screens like watches and
smartphones that make them solar powered.
 Smartphones could gain 15% more battery life during a typical day. The first
smartphones using this technology should arrive in 2015. This screen can also work to
receive Li-Fi signals and so can the smartphone camera. The cost of these screens per
smartphone is between $2 and $3, much cheaper than most new technology.
 Near future smartphones might not have a traditional battery as their sole source of
power? Instead, they may pull energy from radio, television, cellular or Wi-Fi signals.[4]

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CHAPTER IV
ANALYSIS AND INTERPRETATION
TABLE NO: 4.1.1
TABLE SHOWING AGE OF THE RESPONDENTS
S.NO AGE NO.OF.RESPONDENTS PERCENTAGE
1 Below 20 62 49.6
2 21- 30 years. 51 40.8
3 30 -40 years 10 8
4 Above 40 years 2 1.6
Total 125 100
INTERPRETATION
The above shows that, 49.6% of the respondents are in the age group of Below 20, 40.8%
of the respondents are in the age group of 21-30years, 8% of the respondents are in the age group
of 30-40years, and 1.6% of the Respondents are in the age group of above 40years.
INFERENCE
Most 49.6% of the respondents are in the age group of Below20 .

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CHART NO: 4.1.1
TABLE SHOWING AGE OF THE RESPONDENTS
0
10
20
30
40
50
60
70
Below 20 21- 30 years. 30 -40 years above 40 years
No of Respondents 62 51 10 2
Percentage 49.6 40.8 8 1.6
AGE OF THE RESPONDENTS

22. 22
TABLE 4.1.2
TABLE SHOWING GENDER OF THE RESPONDENTS
S.NO GENDER NO.OF.RESPONDENTS PERCENTAGE
1 Male 65 52
2 Female 60 48
Total 125 100
INTERPRETATION
The above show that52% of the respondents are male &48% are female respondents.
INFERENCE
The majority (52%)of the respondents are male.

23. 23
CHART 4.1.2
TABLE SHOWING GENDER OF THE RESPONDENTS
0
10
20
30
40
50
60
70
Male Female
65
60
52%
48%
No of Respondents Percentage

24. 24
TABLE 4.1.3
TABLE SHOWING MARITAL STATUS OF THE RESPONDENTS
S.NO
MARITAL
STATUS
NO.OF.RESPONDENTS PERCENTAGE
1 Married 50 40
2 Unmarried 75 60
Total 125 100
INTERPRETATION
The above table shows that, 40% of the respondents are married and 60% of the
respondents are unmarried.
INFERENCE
The majority 60% of the respondents unmarried.

25. 25
CHART 4.1.3
CHART SHOWING MARITAL STATUS OF THE RESPONDENTS
0
10
20
30
40
50
60
70
80
Married Unmarried
50
75
40%
60%
No of respondents
Percentage

26. 26
TABLE 4.1.4
TABLE SHOWING EDUCATIONAL QUALIFICATIONAL OF THE
RESPONDENTS
S.NO QUALIFICATION NO.OF.RESPONDENTS PERCENTAGE
1 School level 34 27.2
2 College level 57 45.6
3 Professional 23 18.4
4 No formal education 11 8.8
5 Other 0 0
Total 125 100
INTERPRETATION
The above the table shows that, 6% of the respondents are the school level, 56% of the
respondents are collage level, 31% of the respondents are professional and 7% of the respondents
are others.
INFERENCE
The Majority 56% of the respondents are post graduates.

27. 27
CHART 4.1.4
CHART SHOWING EDUCATIONAL QUALIFICATION OF THE
RESPONDENTS
34
27.2%
27.2%
45.6%
23
18.4%
11
8.8%
0 10 20 30 40 50 60
No of Respondents
Percentage
No of Respondents Percentage
No formal education 11 8.8
Professional 23 18.4
College level 57 45.6
School level 34 27.2
EDUCATIONAL QUALIFICATIONAL

28. 28
TABLE 4.1.5
TABLE SHOWS MONTHY INCOME OF THE RESPONDENTS
S.NO
MONTHLY
INCOME
NO.OF.RESPONDENTS PERCENTAGE
1 Below 10000 42 33.6
2 10001 to 15000 43 34.4
3 15001 to 20000 15 12
4 Above 20001 25 20
Total 125 100
INTERPRETATION
The above table shows that 27.5% of the Respondents are below 5000, 30% of the
respondents are 5000 to 15000 of respondents and 42.5% of the respondents are above 15000
incomes.
INFERENCE
Most 42.5% of the respondents are above 15000.

29. 29
CHART 4.1.5
CHART SHOWS MONTHY INCOME OF THE RESPONDENTS
0
5
10
15
20
25
30
35
40
45
Below 10000 10001 t0 15000 15001 to 20000 Above 20001
42.0
43.0
15.0
25.0
33.6 34.4
12
20
No of Respondents
Percentage

30. 30
TABLE 4.1.6
TABLE SHOWING OCCUPATIONALSTATUS OF THE RESPONDENTS
S.NO
OCCUPATION
STATUS
NO.OF.RESPONDENTS PERCENTAGE
1 Government employee 27 21.6
2 Private employee 49 39.2
3 Professional 31 24.8
4 Self employed 8 6.4
5 Other 10 8
Total 125 100
INTERPRETATION
.The above table shows that, 6% of the respondents are government employee, 22% of
the respondents are private employee, 22% of the respondents are professionalizes and 60% of
the respondents are others
INFERENCE
The majority of 60% of the respondents are others.

31. 31
CHART 4.1.6
TABLE SHOWING OCCUPATIONALSTATUS OF THE RESPONDENTS
22%
39%
25%
6%
8%
OCCUPATIONAL STATUS OF THE RESPONDENTS
Government employee
Private employee
Professional
Self employed
Other

32. 32
TABLE 4.1.7
TABLE SHOWING NATURE OF FAMILY OF THE RESPONDENTS
S. NO
NATURE OF
FAMILY
NO.OF.RESPONDENTS PERCENTAGE
1 Nuclear 74 59.2
2 Joint 51 40.8
Total 125 100
INTERPRETATION:
The above table shows that 59.2% of the respondents are Nuclear and 40.8% of the
respondents are Joint family.
INFERENCE
The majority 59.2% of the respondents are Joint Family.

33. 33
CHART 4.1.7
TABLE SHOWING NATURE OF FAMILY OF THE RESPONDENTS
0
10
20
30
40
50
60
70
80
Nuclear Joint
NATURE OF FAMILY
No of Respondents
Percentage

34. 34
TABLE 4.1.8
TABLE SHOWING FAMILY MEMBERS OF THE RESPONDENTS
S.NO FAMILY MEMBERS NO.OF.RESPONDENTS PERCENTAGE
1 Below 3 39 31.2
2 3 – 5 53 42.4
3 Above 5 33 26.4
Total 125 100
INTERPRETATION
The above shows that, 39% of the respondents have a family size of Below3 members,
53% of the respondents have family size 3-5 and 33% of the respondents above 5 members.
INFERENCE
The majority 53% of the respondents 3-5 members of the family.

35. 35
CHART 4.1.8
TABLE SHOWING FAMILY MEMBERS OF THE RESPONDENTS
0 10 20 30 40 50 60
Below 3
3 – 5
Above 5
39
53
31.2
42.4
26.4
Below 3 3 – 5 Above 5
Percentage 31.2 42.4 26.4
No of Respondents 39 53 33

36. 36
TABLE 4.1.9
TABLE SHOWING RESPONDENTS ABOUT ENQUIRING THE PRODUCT
S.NO FACTORS NO.OF.RESPONDENTS PERCENTAGE
1 Regularly 69 55.2
2 Rarely 33 26.4
3 Never 23 18.4
Total 125 100
INTERPRETATION
The above table shows that, 69% of the respondents have the habit of enquiring about the
product regularly, 33% of the respondents enquire rarely, 23% of the respondents never enquires
about the product
INFERENCE
The Majority (69%) of the respondents have the habit of enquiring about the product
regularly

37. 37
CHART 4.1.9
CHART SHOWING RESPONDENTS ABOUT ENQUIRING THE PRODUCT
Regularly
Rarely
Never
0
10
20
30
40
50
60
70
No of
Respondents Percentage
69
55.2
33
26.4
23
18.4
ENQUIRY THE PRODUCT
Regularly
Rarely
Never

38. 38
TABLE 4.1.10
TABLE SHOWING RESPONDENTS ABOUT THE AWARENESS
S.NO AWARENESS NO.OF.RESPONDENTS PERCENTAGE
1 Advertisement 49 39.2
2 Salesman 41 32.8
3 Friends 29 23.2
4 Others 6 4.8
Total 125 100
INTERPRETATION
The above table shows that, 49% of the respondents are aware of the product through
Advertisement, 41% of the respondents through salesman,29% of the respondents through
friends and 6% of the respondents by means of other factors.
INFERENCE
Most (49%) of the respondents are aware of the product through Advertisement.

39. 39
CHART 4.1.10
CHART SHOWING RESPONDENTS ABOUT THE AWARENESS
28%
30%
22%
20%
TV
Newspaper
Magazine
Internet

40. 40
TABLE 4.1.11
TABLE SHOWING RESPONDENTS AWARENESS THROUGH
ADVERTISEMENT
S.NO
NATURE OF
RESPONDENTS
NO.OF.RESPONDENTS PERCENTAGE
1 TV 35 28
2 Newspaper 38 30.4
3 Magazine 27 21.6
4 Internet 25 20
Total 125 100
INTERPRETATION
The above table shows that 35% of the respondents saying tv, 38% of the respondents
are newspaper, 27%of the respondents magazine and 25% of the respondents are Internet.
INFERENCE
Most 38% of the respondents says newspaper.

41. 41
CHART 4.1.11
TABLE SHOWING RESPONDENTS AWARENESS THROUGH
ADVERTISEMENT
TV
Newspaper
Magazine
Internet
35
38
27
25
28
30.4
21.6
20
AWARENESSTHROUGH ADVERTISEMENT
No of Respondents Percentage

42. 42
TABLE 4.1.12
RANK ANALYSIS
FACTORS RANK TOTAL Mean
value
RANK
I II II IV V VI VII VIII
Samsung 17 29 9 11 17 10 16 16
531 4.248 III
17 58 27 44 85 60 112 128
Sony 13 11 19 19 18 17 10 18
574 4.592 V
13 22 57 76 90 102 70 144
Iphone 19 18 15 19 23 11 8 12
509 4.072 II
19 36 45 76 115 66 56 96
Vivo 21 7 13 16 13 27 10 18
579 4.632 VI
21 14 39 64 65 162 70 144
Lenovo 29 14 21 13 11 14 17 6
478 3.824 I
29 28 63 52 55 84 119 48
HTC 12 24 12 16 9 11 27 14
572 4.576 IV
12 48 36 64 45 66 189 112
LG 2 13 20 18 20 16 17 19
627 5.016 VIII
2 26 60 72 100 96 119 152
ASUS 14 11 16 12 17 15 19 21
608 4.864 VII
10 22 48 48 85 114 140 160
INTERPRETATION:
It is observed from the above table that, the factor Lenovo was ranked first by selected sample
respondents Iphonewas ranked second, Samsung was ranked third, HTC occupied fourth rank, Sony
was ranked fifth, Vivo was ranked sixth, ASUS was ranked seventh, and LG occupied sixth rank by the
selected sample respondents.

43. 43
TABLE 4.1.13
TABLE SHOWING THE USAGE OF SMARTPHONES
S.NO FACTORS NO.OF.RESPONDENTS PERCENTAGE
1 Less than 1 year 23 18.4
2 One year 53 42.4
3 Two years 20 16
4 More than two years 29 23.2
Total 125 100
INTERPRETATION
The above table shows that 18.4% of the respondents are less then one year users, 42.4%
of the respondents are one year users,16% of the respondents are using for two years and 23.2%
of the respondents uses more than two years.
INFERENCE
Most 42.4% of the respondents are one year users

44. 44
CHART 4.1.13
CHART SHOWING THE USAGE OF SMARTPHONES
0
10
20
30
40
50
60
Less than 1
year
One year Two years More than
two years
No of Respondents 23 53 20 29
Percentage 18.4 42.4 16 23.2
USAGE OF SMARTPHONES

45. 45
TABLE 4.1.14
TABLE SHOWINGMODE OF PAYMENT OF THE RESPONDENTS
S.NO
MODE OF
PAYMENTS
NO.OF.RESPONDENTS PERCENTAGE
1 Cash 79 63.2
2 EMI 46 36.8
Total
INTERPRETATION
The above table shows that 79% of the respondents purchase through cash and 45% of
the respondents purchases in EMI
INFERENCE
The majority 79% of the respondents purchase through cash.

46. 46
CHART 4.1.14
CHART SHOWING MODE OF PAYMENT OF THE RESPONDENTS
79
46
63.2
36.8
0
10
20
30
40
50
60
70
80
90
Cash EMI
MODE OF PAYMENT
No of Respondents Percentage

47. 47
TABLE 4.1.15
TABLE SHOWING AWERNESS OF SERVICE FACILITY OF THE
RESPONDENTS
S.NO AWARENESS NO.OF.RESPONDENTS PERCENTAGE
1 Yes 81 64.8
2 No 44 35.2
Total
INTERPRETATION
The above table shows that 81% of the respondents are aware and 44% are not aware.
INFERENCE
The majority 81% of the respondents are aware.

48. 48
CHART 4.1.15
CHART SHOWING AWERNESS OF SERVICE FACILITY OF THE
RESPONDENTS
No of Respondents
Percentage
0
10
20
30
40
50
60
70
80
90
Yes
No
81
44
64.8
35.2
AWERNESS OF SERVICE FACILITY
No of Respondents
Percentage

49. 49
TABLE NO: 4.1.16
TABLE SHOWING OTHER PERSON IN YOUR FAMILY OWN A SMART
PHONE OF THE RESPONDENTS
S.NO FACTORS NO.OF.RESPONDENTS PERCENTAGE
1 Yes 77 61.6
2 No 48 38.4
Total 125 100
INTERPRETATION
The above table shows that 66.6% of the respondents says that other [[person in their
family owns a smartphone and 38.4% of the respondents says that other person in their family
does not own a smart phone,
INFERENCE
The majority 66.6% of the respondents says that other [[person in their family own a
smartphone.

50. 50
CHART 4.1.16
CHART SHOWING OTHER PERSON IN YOUR FAMILY OWN A
SMART PHONE OF THE RESPONDENTS
YES NO
77
48
61.6
38.4
OTHER PERSON IN YOUR FAMILY OWN A SMART
PHONE
No of Respondents Percentage

51. 51
TABLE NO: 4.1.17
TABLE SHOWING DECISION REGARDING PURCHASING OF
SMARTPHONES BY THE RESPONDENTS
S.NO FACTORS NO.OF.RESPONDENTS PERCENTAGE
1
Through
advertisement
41 32.8
2
Advice from friends
relatives and others
38 30.4
3 Low price 32 25.6
4 Brand name 14 11.2
Total 125 100
INTERPRETATION
The above table shows that 32.8% of the respondents take purchase decision through
advertisement, 30.4% of the respondents through advice from freinds,25.6% of the respondents
because of low price and 11.2% of the respondents because of brand name.
INFERENCE
Most 42.4% of the respondents are one year users.

52. 52
CHART 4.1.17
CHART SHOWING DECISION REGARDING PURCHASING OF
SMARTPHONES BY THE RESPONDENTS
Through advertisement
Advice from friends relatives and others
Low price
Brand name
41
38
32
14
32.8
30.4
25.6
11.2
SHOWING DECISION REGARDING PURCHASING OF
SMARTPHONES
Percentage No of Respondents

53. 53
TABLE NO: 4.1.18
TABLE SHOWING THE FACTORS TO BE CONSIDERED WHILE
PURCHASING SMARTPHONES
S.NO FACTORS NO.OF.RESPONDENTS PERCENTAGE
1 Mobile features 47 37.6
2 Browsing facilities 38 30.4
3 Application 24 19.2
4 All the above 16 12.8
Total 125 100
INTERPRETATION
The above table shows that 37.6% of the respondents says that they consider mobile
feature while purchasing smartphones, 30.4% of the respondents says that they see the browsing
facility 19.2% says that they see the application compatibility and the remaining 12.8% says that
they consider all the above factors while purchasing the smartphone.
INFERENCE
Most of the (37.6%) respondents says that they consider mobile feature while purchasing
smartphones.

54. 54
TABLE NO: 4.1.19
TABLE SHOWING LEVEL OF INFLUENCE
S.NO
FACTORS
STRONGLY
AGREE
AGREE
NEUTRAL
DISAGREE
STRONGLY
DISAGREE
NO.OF
RESPONDENTS
PERCENTAGE
1.
Family and friends
suggestion
38 31 41 10 5
125 100%
30.4% 25% 33% 8% 4%
2. Price 29 70 14 9 3
125 100%
23.2% 56% 11% 7% 2%
3. Brand name of the product
22 32 47 19 5
125 100%
17.6% 26% 38% 15% 4%
4. Quality of the product
31 42 33 14 5
125 100%
24.8% 34% 26% 11% 4%
5.
Technical aspects of the
product
29 38 35 14 9
125 100%
23.2% 30% 28% 11% 7%
6 Advertisement
31 38 22 23 11
125 100%
24.8% 30% 18% 18% 9%
7 After sales service
25 30 48 16 6
125 100%
20% 24% 38% 13% 5%
8 Features
28 35 22 24 16
125 100%
22.4% 28% 18% 19% 13%

55. 55
INTERPRETATION
From the above table 30.4% were strongly agree with family and friends suggestion
whereas 25% of respondents are agree,33% were neutral 8% were disagree. 23.2% were strongly
agree with price whereas 56% of respondents are agree,11% were neutral 7% were disagree, 2%
were strongly disagree. 17.6% were strongly agree with brand name of the product whereas 26%
of respondents were agree, 38% were neutral, 15% were disagree and 4% were strongly disagree.
24.8% were strongly agree with the quality of the product whereas 34% of respondents were
agree, 26% were neutral, 11% were disagree and 4% were strongly disagree with quality. 23.2%
were strongly agree with technical aspects whereas 30% of respondents were agree, 28% were
neutral, 11% were disagree and 7% were strongly disagree.
24.8% were strongly agree with the advertisement, 30% of respondents were agree, 18%
were neutral, 18% were disagree and 9% were strongly disagree.20% were strongly agree with
after sale services whereas 24% of respondents were agree, 38% were neutral, 13% were
disagree with the after sale services and 5% were strongly disagree. 22.4% were strongly agree
with features whereas 28% of respondents were agree, 18% were neutral, 19% were disagree and
13% were strongly disagree.

56. 56
TABLE NO: 4.1.20
LEVEL OF CUSTOMER SATISFACTION
S.NO
FACTORS
HIGHLY
SATISFIED
SATISFIED
NEUTRAL
DISSATISFIED
HIGHLY
DISSATISFIED
NO.OF
RESPONDENTS
PERCENTAGE
1. Sound effect
51 35 32 7 0
125 100%
40.8% 28% 25.6% 5.6% 0%
2. Brightness
26 55 29 13 2
125 100%
20.8% 44% 23.2% 10.4% 1.6%
3. Quality
28 49 24 15 9
125 100%
22.4% 39.2% 19.2% 12% 7.2%
4. Cost
34 31 43 8 9
125 100%
27.2% 24.8% 34.4% 6.4% 7.2%
5. Clarity
22 43 31 26 3
125 100%
17.6% 34.4% 24.8% 20.8% 2.4%
6 After sale service
27 33 32 24 9
125 100%
21.6% 26.4% 25.6% 19.2% 7.2%
7 Entertainment
34 35 33 17 6
125 100%
27.2% 28% 26.4% 13.6% 4.8%
8
Battery
performance
19 38 29 24 15
125 100%
15.2% 30.4% 23.2% 19.2% 12%

57. 57
INTERPRETATION
It is observed from the above table that out of the total respondents 40.8% were highly
satisfied with sound effects whereas 28% of respondents are satisfied,25.6% were neutral 5.6%
were dissatisfied. 20.8% were highly satisfied with brightness whereas 44% of respondents are
satisfied,23.2% were neutral 10.4% were dissatisfied, 1.6% were dissatisfied. 22.4% were highly
satisfied with quality whereas 39.2% of respondents were satisfied, 19.2% were neutral, 12%
were dissatisfied and 7.2% were highly dissatisfied. 27.2% were highly satisfied with cost
whereas 24.8% of respondents were satisfied, 34.4% were neutral, 6.4% were dissatisfied and
7.2% were highly dissatisfied with cost factor.
17.6% were highly satisfied with clarity whereas 34.4% of respondents were satisfied,
24.8% were neutral, 20.8% were dissatisfied and 2.4% were highly dissatisfied.27.2% were
highly satisfied with entertainment, 28% of respondents were satisfied, 26.4% were neutral,
13.6% were dissatisfied and 4.8% were highly dissatisfied. 15.2% were highly satisfied with
battery performance whereas 30.4% of respondents were satisfied, 23.2% were neutral, 19.2%
were dissatisfied with the after sale services and 12% were highly dissatisfied.

58. 58
CHAPTER V
FINDINGS, SUGGESSTION AND CONCLUSION
PERCENTAGE ANALYSIS
 The majority 49.6% of the respondents are in the age group of Below 20
 The majority,52% of the respondents are male
 The majority 60% of the respondents unmarried.
 The Majority 56% of the respondents are post graduates.
 The majority 42.5% of the respondents are above 15000.
 The majority of 60% of the respondents are others.
 The majority 59.2% of the respondents are Joint Family.
 The majority 53% of the respondents 3-5 members of the family.
 Majority of the respondents (69%) have the habit of enquiring about the product
regularly.
 The majority of the respondents (49%) are aware of the product through Advertisement.
 38% respondents says newspaper.
 42.4% of the respondents are one year users.
 The majority, 79% of the respondents purchase through cash.
 The majority, 81% of the respondents are aware.
 The majority, 66.6% of the respondents says that other [[person in their family owns a
smartphone.
 42.4% of the respondents are one year users.
 37.6% of the respondents says that they consider mobile feature while purchasing
smartphones.
RANKING TECHNIQUE
 It is observed from the above table that, the factor Lenovo was ranked first by selected
sample respondents Iphone was ranked second, Samsung was ranked third, HTC
occupied fourth rank, Sony was ranked fifth, Vivo was ranked sixth, ASUS was ranked
seventh, and LG occupied sixth rank by the selected sample respondents.

59. 59
LEVEL OF SATISFACTION
 From the survey 30.4% were strongly agree with family and friends suggestion whereas
25% of respondents are agree,33% were neutral 8% were disagree. 23.2% were strongly
agree with price whereas 56% of respondents are agree,11% were neutral 7% were
disagree, 2% were strongly disagree. 17.6% were strongly agree with brand name of the
product whereas 26% of respondents were agree, 38% were neutral, 15% were disagree
and 4% were strongly disagree. 24.8% were strongly agree with the quality of the product
whereas 34% of respondents were agree, 26% were neutral, 11% were disagree and 4%
were strongly disagree with quality.
 23.2% were strongly agree with technical aspects whereas 30% of respondents were
agree, 28% were neutral, 11% were disagree and 7% were strongly disagree.24.8% were
strongly agree with the advertisement, 30% of respondents were agree, 18% were neutral,
18% were disagree and 9% were strongly disagree.20% were strongly agree with after
sale services whereas 24% of respondents were agree, 38% were neutral, 13% were
disagree with the after sale services and 5% were strongly disagree. 22.4% were strongly
agree with features whereas 28% of respondents were agree, 18% were neutral, 19%
were disagree and 13% were strongly disagree.
 From the survey, out of the total respondents 40.8% were highly satisfied with sound
effects whereas 28% of respondents are satisfied,25.6% were neutral 5.6% were
dissatisfied. 20.8% were highly satisfied with brightness whereas 44% of respondents are
satisfied,23.2% were neutral 10.4% were dissatisfied, 1.6% were dissatisfied. 22.4% were
highly satisfied with quality whereas 39.2% of respondents were satisfied, 19.2% were
neutral, 12% were dissatisfied and 7.2% were highly dissatisfied. 27.2% were highly
satisfied with cost whereas 24.8% of respondents were satisfied, 34.4% were neutral,
6.4% were dissatisfied and 7.2% were highly dissatisfied with cost factor.
 17.6% were highly satisfied with clarity whereas 34.4% of respondents were satisfied,
24.8% were neutral, 20.8% were dissatisfied and 2.4% were highly dissatisfied.27.2%
were highly satisfied with entertainment, 28% of respondents were satisfied, 26.4% were
neutral, 13.6% were dissatisfied and 4.8% were highly dissatisfied. 15.2% were highly
satisfied with battery performance whereas 30.4% of respondents were satisfied, 23.2%
were neutral, 19.2% were dissatisfied with the after sale services and 12% were highly
dissatisfied.

60. 60
SUGGESSTIONS
 There is a wide scope for further development of smart phones.
 The world of mobile field is not static; it is always subject to change according to
technology. To keep abstracted of the technological improvement the smart phones need
refinement.
 They should get the feedback report from the customer in order to fulfil the customer
needs and wants.
 They should provide lot of new models to beat their competitors.
 32% of the sample respondents have mentioned that same applications and features in all
the smart phones, hence it is suggested that they can change the applications and features
of smart phones.
 36% of the sample respondents have mentioned “quality” as the reason for changing the
smart phones. Hence, it is recommended that the company should try to improve the
quality in order to satisfy their customers.
 Among the various models, the model “Samsung” has been ranked as last”. Hence, it is
suggested that some extra features can be added. So that, it can have the highest rank.
 With regard to advertisement of the smart phone is concerned, 64.67% of the
respondents are highly satisfied. Hence, it can be suggested that the company should
maintain its advertisement in the same level or even more in order to maintain its
customer.

61. 61
CONCLUSION
This study conducted from Tirupur city, smart phones is a highly moving, when compared
to other phone. The study about the various aspects of customer satisfaction on smart phones in
Tirupur city satisfied the following objectives i.e. handling convenience in smart phones and the
quality of service provider in smart phones. The survey conducted from Tirupur city helps to
make identification over its strength and weakness of smart phones.
The consumer buying a variety of smart phones which satisfy his wants and they are
always influenced by his purchasing activities by some considerations which lead him to select a
particular brand or a particular operating systems in preferred to others. Consumers mostly
preferred smart phones. From this study I have gained lot of practical exposure about consumer
buying behavior towards smart phones.

62. 62
BIBLIOGRAPHY
BOOKS
 P.Saravanavel, Research Methodology 2001, Pub: Keshavprakashan ,Allahabad.
 S.P.Gupta, Statistical Method 1992, pub: Sultan Chand & Sons, New Delhi-110002.
 Henry E.Garrett, Statistics in Psychology and Education, 2004Vakils, Fefffer and
Simsons, Bombay.
 Kothari C.R, Research Methodology-Method & Techniques, Wishwa, Prakashan
(India),Edition-2,PP-23.1.
 S.C Gupta, Fundamentals of statistics, 2007 Himalaya Publishing House, New Delhi, PP-
23.1.
 Pillai and Bagavathi.R.S.N, “Modern Marketing Principles and Practices”, Pub: S. Chand
&Company Ltd, New Delhi,1987
JOURNALS
 Indian Journal of marketing, April 2016
 Indian Journal of marketing, June 2016
 International Journal of Marketing
 Business today, Aug 2016
WEBSITES
1. www.wikipedia.com
2. www.smartphones.com
3. http://www.business2community.com/mobile-apps/howwe-use-cell-phone-today.
4. http://en.wikipedia.org/wiki/customer satisfaction.

63. 63
A STUDY ON CUSTOMER SATISFACTION TOWARDS SMARTPHONE
WITH SPECIAL REFERENCE TO TIRUPUR CITY
1) Name:
2) Age:
a) Below 20 b) 21- 30 years. c) 30 -40 years d) above 40 years
3) Gender:
a) Male b) Female
4) Marital Status:
a) Married b) Unmarried
5) Educational Qualification:
a) School Level b) College Level
c) Professional d) No formal education
e) Others
6) Monthly Income:
a) Below ₹10000 b) ₹10001 to ₹15000
c) ₹15001 to ₹20000. d) above ₹20001
7) Occupational Status:
a) Government Employee b) Private Employee
c) Professional d) Self employed. e) others
8) Nature of Family:
a) Nuclear b) Joint
9) Number of Family Members:
a) Below 3 b) 3-5 c) Above 5
LEVEL OF AWARENESS:
10) Before purchasing do you have the habit of enquiring the product?
a) Regularly b) Rarely c) Never
11) How do you come to know about the smartphone?
a) Advertisement b) Salesman c)Friends d)Others
12) If advertisement in which media have you seen?
a) TV b) Newspaper c)Magazine d)Internet

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13) Rank the following brand based on your level of awareness
SMART PHONE BRANDS RANK
Samsung
Sony
IPhone
Vivo
Lenovo
HTC
LG
ASUS
14) How long you have been using the smartphones?
a) Less than 1 year b) One year
c)Two years d)Three years
15) What is your mode of payment while purchasing the smartphone?
a) Cash b) EMI
16) Do you aware of the service facility available in your smartphone?
a) Yes b) No
III PURCHASE BEHAVIOUR
17) Do any other person in your family own a smart phone?
a) Yes b) No
18) How to you decide to buy smart phone?
a) Through advertisement b) Advice from friends relatives and others
c) Low price d) Brand name
19) Mention the factors to be considered while purchasing smartphones?
a) Mobile features b) Browsing facilities
c) Application d) All the above

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20) In the following question select the level of influence of the following factor on purchasing
smartphone
Factors Strongly Agree Agree Neutral Disagree Strongly Disagree
Family and friends suggestion
Price
Brand name of the product
Quality of the product
Technical aspects of the product
Advertisement
After sales service
Features
LEVEL OF SATISFACTION:
21. What is your satisfactory level to your smart phone?
Particulars Highly satisfied Satisfied Neutral Dis-satisfied Highly Dissatisfied
Sound effect
Brightness
Quality
Cost
Clarity
After sale service
Entertainment
Battery performance
22) Give your suggestion and improvement if any??