Date -

PDCS Project

PRESENTED TO : PRESENTED

BY :

DECLERATION

We are Management student of Lingaya’s University hereby declare that this project report

entitled “A study on customer satisfaction on Samsung ” is an original work and the same

has not been submitted by any other institute for the award of any other degree.

The interim report was presented to the supervisor and pre – submission presentation was

made. Feasible suggestions have been duly incorporated in consultation with supervisor and

every effort has been made to avoid in this report nevertheless errors may creep in this report.

Any mistake, error or discrepancy noted in future may be brought to our notice.

Signature of supervisor

B.B.A. + M.B.A. - Integrated Course,

(3rd Year, 6th Semester)

ACKNOWLEDGEMENT

Preservation, inspiration and motivation have always played a key

role in the success of any venture. In the present world of cut throat

competition project is likely a bridge between theoretical and practical

working, willingly I have prepared this particular project.

First of all I would like to thank the Faculty of our Department

of Business Administration which has constantly given me the

appraisal motivation and the enthusiasm to perform actively in

making of this valuable report.

I feel highly delighted with the way my dissertation report on topic

Customer Satisfactions of the company Samsung.

P REFACE The BBA programme is well structured and integrated course of business studies. The main objective of project at GRADUATION level is to develop skill in student by supplement to the practical study of business management in general. This project helped to gain real life knowledge about the industrial environment and business practices. The BBA(II) programme provides student with a fundamental knowledge of business and organizational functions and activities, as well as an exposure to strategic thinking of management.

In every professional course, project is an important factor. Professors

give us theoretical knowledge of various subjects in the college but

we are practically exposed of such subjects when we get the such

projects. It is only the project through which we come to know that

how a particular company works and deals with their different

customers and parts, and how they work. I learn about the preference

of Samsung mobile phones with comparison to other competitive

which would, in return, help me in the future when I will enter the

practical field. Project is an integral part of BBA(II) and each and

every student has to prepare a project.

During this whole project I got a lot of experience and came to know

about the management practices in real that how it differs from those

of theoretical knowledge and the practically in the real life and it is

true that “Experience is best teacher”.

C ONTENTS

ObjectivesIntroduction of SamsungCustomer SatisfactionsAnalysis of QuestionnaireInterpretationQuestionnaire and SamplesBibliography

O BJECTIVES

To know how Samsung deal with their customers for their satisfaction.

To improve the ability of doing analysis and interpretation.

To learn how to prepare a project.To learn how to work effectively and

efficiently.To build up communication skills.

For over 70 years, Samsung has been dedicated to making a better world through diverse businesses that today span advanced technology, semiconductors, skyscraper and plant construction, petrochemicals, fashion, medicine, finance, hotels, and more. The company Samsung Electronics leads the global market in high-tech electronics manufacturing and digital media.

Samsung Electronics commenced its operations in India in December 1995 and is today a leading provider of Consumer Electronics , IT and Telecom products in the Indian market. It provides 8,000 employees with around 6,000 employees being involved in R&D. In 2010, Samsung India achieved a sales turnover of US$3.5 billion.

Samsung India is a market leader in product categories like LED TVs, LCD TVs; it is the second largest mobile handset brand in India. Samsung India has won several awards and recognitions for both its corporate initiatives as well as its product innovations in audio visual, home appliance etc.

Apart from development of innovative technology, Samsung places great importance on acting as a responsible corporate citizen in the communities where it operates. Its CSR programs respond to the social and environmental needs and seek to give back to communities that support the company. In 2009, Samsung launched the company’s Corporate Social Responsibility initiative – ‘Samsung Hope Project’ with projects in the areas of education, culture, sports, social welfare and community development. Each program under the Hope Project uniquely addresses the needs of individual communities while emphasizing on innovations for development of the community including education, technology, engineering and IT technical training.

1969 to 2000 :

Samsung Electric Industries was established as a subsidiary of Samsung Group in 1969 in Suwon, South Korea. Its early products were electronic and electrical appliances including televisions, calculators, refrigerators, air conditioners and washing machines. By 1981, the company had manufactured over 10 million black-and-white televisions.

A Samsung DDR-SDRAM

In 1996, the company devised a plan to sponsor major sporting events, resulting in it becoming an official sponsor for the 1998 Winter Olympics held in Nagano, Japan. Samsung has become a brand that is frequently associated with large sporting events

2000 to 2010 :For four consecutive years, from 2000 to 2003, Samsung posted net earnings higher than five-percent; this was at a time when 16 out of the 30 top South Korean companies ceased operating in the wake of the unprecedented crisis

In December 2010, the EU granted immunity to Samsung Electronics for acting as an informant during the investigation (LG Display, AU Optronics, Chimei InnoLux, Chunghwa Picture Tubes and HannStar Display were implicated as result of the company's intelligence).

2010 to present :Despite consistent growth, Samsung, along with its chairman Lee Kun-hee, has developed a reputation for insecurity regarding its financial stability and the potential for future crises to arise. After returning from a temporary retirement period in March 2010, Kun-hee stated that "Samsung Electronics' future is not guaranteed because most of our flagship products will be obsolete in 10 years from now.

The Samsung display at the 2008 Internationale Funkausstellung in Berlin

In the first quarter of 2012, the company became the highest-selling mobile phone company when it overtook Nokia, selling 93.5 million units compared to Nokia's 82.7 million units. Samsung also became the largest smartphone vendor as a result of strong sales of its Galaxy SII and Galaxy Note devices.

Samsung Group headquarters at Samsung Town, Seoul.

The Samsung Galaxy S II, which incorporates a Super AMOLED Plus screen

The Galaxy S III (left) and the Galaxy Nexus

TOPIC

http://www.haldiram.in/abouthr.html

Customer – a person, company or other entity which buy goods and services produced by another person, company, or other entity.

Satisfaction – the fulfillment or gratification of a desire or need. A source or means of gratification.

Customer satisfaction – a degree of satisfaction provided by the goods and services to the customers. It is the fulfillment of the desires or needs of the customers.

SAFE AND RELIABLE PRODUCTS :

Making reliable products that ensure customers' safety and health is Samsung SDI's basic principle in product manufacturing and core to our pursuit of customer satisfaction. In 2011, we undertook 385 projects to acquire international safety certification, including UL, TUV and CE marks, in order to ensure the safety of our rechargeable batteries. We applied the Robust Design method to develop and supply products that are safe under all circumstances and user conditions. With a view to securing product reliability that guarantees performance, we incorporated a reliability evaluation system into our MES (Manufacturing Execution System). Thus, anyone in the company can access the evaluation results on a real-time basis. In 2012, in addition to our basic activities to ensure product safety and reliability, we also plan to strengthen quality inspection, operate a taskforce team of experts, and enhance the capabilities of ourquality control personnel.

IMPROVING THE VOC RESPONSE PROCESS :

Customer satisfaction starts from seeing eye to eye with our customers and listening closely to them. In 2011, we gathered broad ranging VOC (Voice of Customers) responses regarding all stages of our processes, from development through production, with a view to expediting VOC responses, improving the overall quality of our products, and addressing basic customer complaints. We maintain the objective of rapidly providing initial VOC responses within 24 hours. In addition, the VOC response process has been revamped, shortening the lead time for full processing of customer requests to 13 days, which is an improvement by 40% from the previous 22 days. Moreover, monitoring of our customer point-of-contact departments, such CS and sales, has been expanded

to more effectively improve VOC response procedures. Meanwhile, daily inspection meetings are held in which customer responserelated departments, such as sales, development, quality, technology and production, collaborate to provide comprehensive and rapid responses on various customer issues. We will continue our efforts to maximize customer satisfaction and minimize customer complaints through these active and prompt channels of communication.

CUSTOMER COMMUNICATION :

Samsung SDI seeks to actively communicate not only with our current customers but also with potential customers and consumers in general in order to develop and provide better products. In 2011, we conducted a consumer survey on 2,400 users of digital devices around the world to collect respondents' opinions as well as to identify end consumers‘ needs regarding batteries. We utilized the collected opinions in the survey to develop products that meet customers' expectations by listening directly to the voice of customers on their priorities regarding batteries in terms of location, duration, price and lifetime, and sharing the survey results with our client companies who make digital sets. In 2012, we plan to foster even more effective communication with our customers by building a website dedicated to our battery products so that consumers and potential customers can more conveniently access comprehensive information on Samsung SDI's products.

VOC (Voice Of Customers) SYSTEM

To provide best quality product and service, you have to know what customers want. Samsung SDI runs the VOC system, which enables Samsung SDI to listen to customers voices and support what they want. The process goes from VOC registration, to quick response, to action, to solution, to confirmation, and to happy call. All VOCs are responded within 24 hours. When a problem is resolved, the relevant customer agent confirms customer satisfaction and manages it. This is what is called Happy Call.

VOC system

PRODUCT LIABILITY

CUSTOMERS HEALTH AND SAFETY :

Even though Samsung SDI are not producers of completed products, it builds products with safety and heath considerations throughout the product life cycle from product use by consumers and disposal.

Samsung SDI abides by processes considering product safety and eco-friendliness for all products including PDP, batteries, CRT, and mobile displays.

As Samsung SDI is equipped with processes that enable consideration of a product's impacts on consumer health and safety, via product group from the product conceptualization, R&D, development, and design phases, It reviews various potential risk elements such as explosion, toxic materials, leakage, electric shocks, fire, and injury. In order to shield customers from any hazardous threats to health and safety, the company is equipped with numerous documented procedures by which all equipment and products have to be reviewed for their safety specifications and be approved for them. In product manufacturing and production, use of hazardous materials are discouraged as much as possible to care for the health of customers and employees.

FOR NO.1 SAFETY AND QUALITY :

Securing safety and quality of lithium ion battery is essential to our survival as well as enhancing customer satisfaction. Our rigorous quality control has protected us from being involved in any safety-related accidents or product recalls. In 2009, we launched the Customer Environment Test at the product’s customer approval phase to inspect safety risks of new models and businesses and introduced customer safety guidelines. Also, we are fueling customer happiness by setting up local reliability centers in strategic overseas locations to respond swiftly to customer requests related to product credibility and quality.

Safety & Reliability Center of Battery Div.

The Battery Division maintains its own safety protocol to ensure safety and reliability of rechargeable batteries and applies stricter specifications than all

other safety specifications, including UL.

CERTIFICATION MARKS :

Samsung SDI provides customers with information on the safe usage of its products and their impact on the environment, such as recycling information. Most product certification marks are the basic requirement of the customers. Regarding safety in particular, products that have passed our internal inspection standards and have been verified by a 3rd party are marked accordingly. Rechargeable batteries for IT devices and displays have the RoHS (Restriction of Hazardous Substances Directive) compliant mark on them. In addition, we collect environmental information on the components and eliminate those that may have negative environmental or social impacts.

R ESEARCH

M ETHODOLOGY

The procedure of conducting the study requires a lot of attention to be paid, for

it has a direct bearing on securing reliable and meaningful information. It is

because of this reason that the research methodology adopted for a study needs

to be elaborated upon. At the same time research methodology helps the

researcher to give his reasons for adopting a certain course of action while

ruling out the other. With this idea in mind, the methodology has been

separately mentioned in this study.

1. RESEARCH DESIGN

Exploratory

2. SAMPLE SIZE

58 respondent

3. SAMPLING DESIGN

Random Sampling

Judgmental Sampling

Cluster Sampling

4. DATA SOURCE

Primary Source

Secondary Source

5. RESEARCH METHODS

Survey

6. DATA COLLECION TOOLS

Questionnaire

7. STATISTICAL TOOLS

Statistical analysis using Mean & Pie Charts

A NALYSIS 1) Do you have a mobile phone?

a. Yes 56b. No 02

Yes

97%

No3%

Yes No

2) Which price bracket you will follow while purchasing handset?a. 1000 – 5000 10b. 5000 – 10000 20c. 10000 – 15000 15d. 15000 – 20000 10e. 20000 or more 03

1000 - 500017%

5000 - 1000034%

10000 - 1500026%

15000 - 2000017%

20000 or more5%

1000 - 5000

5000 - 10000

10000 - 15000

15000 - 20000

20000 or more

3) Which company you like most?a. Samsung 35b. Others (specify) 23

Samsung60%

Others (specify)40%

Samsung

Others (specify)

4) From which source you came to know about Samsung mobiles?a. Advertisement 28b. Newspaper 06c. Mouth Publicity 24

Advertisement48%

Newspaper10%

Mouth Publicity41%

Advertisement

Newspaper

Mouth Publicity

5) Since how long you are using Samsung mobiles?a. 1 month 14b. 2 – 6 months 13c. 6 – 12 months 04d. More than one year 27

1 month24%

2 - 6 months22%

6 - 12 months7%

more than one year47%

1 month

2 - 6 months

6 - 12 months

more than one year

6) Which quality you like most about Samsung mobiles?a. Touch quality 20b. Camera 12c. Android 23d. Battery backup 03

Touch quality34%

Camera21%

Android40%

Battery backup5%

Touch quality

Camera

Android

Battery backup

7) Which model you like most?a. Samsung wave 03b. Samsung galaxy 36c. Samsung tab 13d. Samsung ace 06

Samsung wave5%

Samsung galaxy62%

Samsung tab22%

Samsung ace10%

Samsung wave

Samsung galaxy

Samsung tab

Samsung ace

8) Are you satisfied from Samsung mobiles?a. Yes 45b. No 13

Yes78%

No22%

Yes No

9) Rate the following features on the basis of your satisfaction:

Excellent Very Good

Fairly Good

Average Poor

Android 25 19 06 05 -

Camera 24 14 09 04 03

Memory 12 13 15 10 03

Design 15 24 07 06 02

Music Player

15 21 11 06 02

Display 24 19 08 03 01

TOTAL 115 110 56 34 11

Excellent35%

Very good34%

Fairly good17%

Average10%

Poor3%

Excellent Very good

Fairly good Average

Poor

10) For how many years you used a single Samsung mobile?a. One year 38b. Two years 15c. Three years 02d. More 03

One year66%

Two year26%

Three year3%

More5%

One year Two year

Three year More

11) Will you recommend your friends for buying Samsung mobiles?a. Yes 43b. No 15

Yes74%

No26%

Yes No

12) Can you recall the advertisements?a. Yes 34b. No 24

Yes59%

No41%

Yes No

13) Are you satisfied from after sale services?a. Yes 38b. No 20

Yes66%

No34%

Yes No

14) Are the survey centres easily accessible to you?a. Yes 36b. No 22

Yes62%

No38%

Yes No

15) Do you get proper response from customer care?a. Yes 41b. No 17

Yes71%

No29%

Yes No

16) Rank according to your preferencesa. Samsung wave 02b. Samsung galaxy 34c. Samsung tab 15d. Samsung ace 07

Samsung wave3%

Samsung galaxy59%

Samsung tab26%

Samsung ace12%

Samsung wave

Samsung galaxy

Samsung tab

Samsung ace

17) Which factor you consider while buying the mobile phones?a. Company name 08b. Quality 32c. Price 02d. Features 16

Company name14%

Quality55%

Price3%

Features28%

Company name Quality

Price Features

18) What is your overall view on Samsung mobile?a. Very good 25b. Good 22c. Average 08d. Poor 03

Very good43%

Good38%

Average14%

Poor5%

Very good Good

Average Poor

I NTERPRETATION

As per the analysis, almost everyone is having mobile phones. Now a days each person is preferring Samsung mobile phones especially Samsung Galaxy. People are so much attracted to this mobile phone that they are buying them at any cost (5000 – 15000). Samsung are providing mobile phones in low budgets with good qualities and features. Most of the people are using Samsung mobile phones. They are getting aware of these phones by advertisements, buzz marketing and sometimes through newspapers also, their durability is also good. Mobile phones are android, touch quality is good. Almost everyone is satisfied from Samsung mobile phones. Few thing are there, which people want should be improved such as battery backup, service centres are not easily accessible, should have front camera, availability of themes etc. Everyone is recommending Samsung mobile phones to others. After sale services are also good. Samsung is providing proper response to the customers. People are preferring Samsung galaxy more, ace, tab etc. While buying the mobile phones customers consider quality more. Over all view on Samsung mobile phones of people or customers is very good.

B IBLIOGRAPHY

www.google.com www.wikipedia.com www.samsung.com www.dictionary.com