Customer Satisfaction on Nokia Essay

Nokia has played a pioneering subroutine in the growth of cellular technology in India, starting with the first-ever cellular call a ecstasy ago, made on a Nokia nimble phone over a Nokia deployed network. Nokia started its India operations in 1995, and concisely operates out of offices in New Delhi,Mumbai, Kolkata, Jaipur, Lucknow, Chennai, Bangalore, Hyderabad, Pune and Ahmedabad. The Indian operations comprise of the handsets lineage R&D facilities in Bangalore, Hyderabad and Mumbai a manufacturing plant in Chennai and a Design studio a splitment inBangalore.Over the years, the company has grown intricate with its manpower strength increasing from 450 people in the year 2004 to over 15000 employees in March 2008 (including Nokia reciprocal ohm Networks). Today, India holds the distinction of being the second largest market for the company planetaryly. With the global launch of Ovi, the companys profits function brand name, Nokia is renewing itself to be at the forefront of the convergence of internet and mobility. From being a harvest centric company, Nokia is now focusing to become solutions centric.The strategic shift is built on Nokias bid to retain consumers and empower Nokia device owners to realize the full potential of the Internet. Nokia will build a suite of Internet establish services like Nokia Maps, the Nokia Music Store and Nokia N-Gage around its Ovi brand.Infrastructure business Nokia Siemens Networks is a leading global enabler of communications services. The company provides a complete, well-balanced product portfolio of roving and fixed network infrastructure solutions and addresses the growing demand for services with 20,000 service professionals worldwide. Its operations in India admit Sales & Marketing, Research & Development, Manufacturing and Global Networks Solutions Centre. Headquartered in Gurgaon, Nokia Siemens Networks has 47 offices and presence in over one hundred seventy locations across the country.R & D centers N okia has three Research & Development centers in India, based in Hyderabad, Bangalore and Mumbai. These R&D hubs are staffed by engineers who are working on next-generation packet-switched mobile technologies and communications solutions to enhance corporate productivity. The Center in Bangalore, the biggest R&D site in the country comprises S60 computer software Organization, Common Technologies, beside Generation now called Maemo Software, point of intersectionization and Software & Services. Design StudioNokia has set up its first Design Studio in Bangalore in partnership with Srishti School of Art, Design and Technology. The first of its kind, the design studio will ready Nokia designers and Indias talented youth the opportunity to work together on new design ideas for India and the global markets. Manufacturing in IndiaNokia has set up its mobile device manufacturing facility in Chennai, India to meet the burgeoning demand for mobile devices in the country. The manufactur ing facility is operational with an investment of USD 210 million and currently employs 8000 people. Nokia has recently announced fresh investments to the mental strain of US $ 75 million towards its manufacturing plant in Sriperumbudur, Chennai for the year 2008.* To know about the customer delight level associated with the Nokia product and the customer Expectation level. * To increase customer gaiety and recapture the market dish out by fulfilling the customer needs. * To study the factors affecting the consumption patternNeed of the study To study the satisfaction level of consumers towards the Nokia Mobile at Kaliyappa nagar, Sivakasi. Scope 1.This study focus on Features, Appearances, Battery backup and Software compatibility of Nokia. 2. This study help Nokia to recognize the factor which is most satisfied and which factor have more dissatisfaction influencing the consumers to profane the Nokia Mobile Customers satisfactionWhen we talk about customer satisfaction, we tal k about creativity. creativity allows us to handle or diffuse problems at hand or later on in the process of conducting the everyday business. We talk about how, or rather what, does the organization have to do to exonerate not only the sale but also the loyalty of the customer. We want to know the payoff of the movement both in the short and long term. We want to know what our customers want. We want to know if our customers are satisfied. Satisfaction, of course, delegacy that what we delivered to a customer met the customers approval. We want to know if customers are delighted and willing to comeback, and so on. Fleiss and Feldman present examples of that delightful-ness in their writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed excellence in a cab ride.As important as delightfulness is, some of us minimize it, or even fallly handle it.Level 1Expectations are very simple and purport the form of assumptions, must have, or take it for gran ted. For example, I look for the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion. And I expect the bank to deposit my money to my explanation and to keep a correct tally for me.Level2Expectations are a step higher than that of level 1 and they require some form of satisfaction through with(predicate) meeting the requirements and/or specifications .For example, I expect to be actioned courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions.Level 3Expectations are much higher than for levels 1 and 2.Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it For example, an airline gives passengers traveling coach class the same superior food service that some other airlines provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to key out out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only interact me with respect and answered all my questions about my new mortgage, but just before we shook hands to boney the deal, he gave me a housewarming gift. strike out imageHide links deep down definitions Show links within definitions. Impression in the consumers mind of a brands total personality (real and imaginary qualities and shortcomings). Brand image is developed over time through advertising campaigns with a consistent theme, and is authenticated through t he consumers direct experience.Brand ValueBuyers who are considering a purchase scan their service options and develop a consideration set. Within the consideration set, they develop a hierarchy of brands based on their assessment of Price, Product or Service Features, and Brand Name. Typically, they choose the brand at the top of their hierarchy, if available. If a brand is systematically at the top of their hierarchy, the buyer will be loyal to that brand. We believe consumers try to optimize nurture within a product or service category. Consumers therefore assign utilities (worth) to price, each relevant executing attribute, and brand equity. Consumers then trade off performance attributes and brand equity against price in coordinate to optimize nurture. The relationships between the individual values of price, performance attributes and brand equity is summative and equal to total brand value.The values each responder places on price, performance attributes, and brand equi ty define their value equation for a product or service category. We can derive these values at the respondent level using modified trade-off exercises. A key advantage of the Brand Value exemplar is that it allows the calculation of utilities and importances at the individual consumer level. This acknowledges the highly individual nature of the evaluation of products and services in many categories. Furthermore, it permits an exploration of value structures across existing consumer segments or the development of new segments based on the components of the value equation. We believe the total value of a brand in a finicky product/service category is composed of three parts.One part is due to the physical and readily identifiable (and replicable) features of the brand that delivers specific, tangible benefits to the purchaser, thus impacting purchase choice. We call these the tangible product features. The second part is due to some perceived intrinsic value associated with the br and name due to such things as the image transferred to the purchaser, trust, longevity in the marketplace, social responsibility, consistent performance, and so forth (i.e. the intangibles), and impacting purchase choice. We refer to this as the brands equity. The third component is the price/cost of the product. Thus, the total value (or utility) of a product or service is a function of 1.) Its physical, tangible, deliverable features, 2.) its brand equity, and 3.) its price.