Research Paper Volume 2 Issue 3 November 204 International Journal of Informative & Futuristic Research ISSN (Online): 2347-697 A Study Of Customer Satisfaction About Mobile Phone Handsets In Udumalpet Town Paper ID IJIFR/ V2/ E3/ 08 Page No. 799-806 Subject Area Commerce Key Words Telecom Density, Telecom Sector, Mobile Phone Handsets, Customer Preference, Level Of Satisfaction Associate Professor & Head,Department of Commerce, Dr. P. Rengarajan Vidyasagar College of Arts & Science, Udumalpet, Tamilnadu (India) Assistant Professor, Department of Commerce R. Sathya 2 Vidyasagar College of Arts & Science, M.Manimegalai 3 Udumalpet, Tamilnadu (India) M.Phil. Research Scholar, Department of Commerce Vidyasagar College of Arts & Science, Udumalpet, Tamilnadu (India) M. Umamaheshwa 4 Assistant Professor, Department of Commerce Vidyasagar College of Arts & Science, Udumalpet, Tamilnadu (India) Abstract Telecom density is only 2 per 00, which is less than that of China (4.5 per 00) and world average (0 per 00). Cellular penetration is also low at 0. percent compared to China (.%) and Malaysia (2%). To improve penetration will simply an investment of over Rs.600 bn in the next 5 years. India has managed to take steps towards privatization and government has announced a new telecom policy, which clarifies the future role of department of telecommunication. The new ISP policy will promote the use of Internet. All this aims to promote investments in the telecom sector. The sector will undergo a dramatic transformation in the next 3 to 5 years. Introduction The basic concept of cell phones began in 947, when researchers looked at mobile car phones and realized that by using small cells (range of service area) with frequency reuse, they could increase the traffic capacity of mobile phones substantially. However, at that time, the technology to do so was not available. Anything to do with broadcasting and sending a radio or television message over the www.ijifr.com Copyright IJIFR 204 799
airwaves comes under the control of Federal Communications Commission (FCC) Regulation of the United States. A cell phone is a type of two-way radio. In 947, AT&T (American Telephone & Telegraph) proposed that the FCC allocates a large number of radio-spectrum frequencies so that widespread mobile telephone service would become feasible and AT&T would have an incentive to research the new technology. The FCC decided to limit the number of frequencies available in 947, the limits made only twenty-three phone conversations possible simultaneously in the same service area. AT&T and Bell Laboratories proposed a cell phone system to the FCC of many small, lowpowered, broadcast towers, each covering a 'cell' a few miles in radius and collectively covering a larger area. Each tower would use only a few of the total frequencies allocated to the system. As the phones travel across the area, calls would be passed from tower to tower. 2 Statement Of The Problem As a modernization of telecommunication service, mobile phone system was developed and brought into use. At the time of its inception, the response of consumers was only moderate. This may be due to the fact that found costly. Later on, almost all the companies are coming out with handsets in mobile service and that is considered to be affordable if not cheaper. This system introduced mainly to attract large number of consumers so as to ensure the larger user of mobile phone services. There are many companies offering prepaid services, for this purpose we are in need of handsets. In this context, it is worth to study the consumer response towards handsets and to study their response towards the particular company to which they prefer to use. 3 Scope Of The Study The study will be able to reveal the satisfaction of the customers regarding usage of mobile phone handset. It also helps concern to know whether the existing products they are offering are really satisfying the customers needs. Hence, it is interesting to study the consumers purchasing behavior and the reasons for selecting the brand of mobile phone handset. 4 Objectives Of The Study The following are the broad objectives of the study. To analyze the factors that influences the consumers in choosing Mobile Phone handsets. To find out the customer preference among different brands of Mobile Phone Handsets. To know the level of satisfaction among Mobile Phone Handsets. 5 Hypothesis (i) Is there any relationship between Income level of the respondents and the price of mobile phone handset? 6 Research Methodology 6. Convenience Sampling Convenience sampling method is used for the survey of this study purpose. It is a nonprobability sample. This is the least reliable design but normally the cheapest and easiest to conduct. 800
In this method Researcher have the freedom to choose whomever they find, thus the name convenience. 6.2 Sample Size Sample size denotes the number of elements selected for the study. All the 00 respondents were the users of mobile phone from Udumalpet town. 6.3 Methods Of Data Collection Primary Data Primary data are those collected by the researcher himself for the first time and thus they are original in character, they are collected for particular purpose. A well-structured questionnaire was personally administrated to the selected sample to collect the primary data. Secondary Data Secondary data refers to those data which are gathered from already published information. Like Books, Magazines, Journals and Website etc. 6.4 Statistical Tools Simple Percentage Analysis Method Chi-Square Test Henry Garrett Ranking Analysis 6.5 Limitation Of The Study The Study was conducted only in the Udumalpet Town so the information may not be compare with other area. The analysis was made based on the information provided by the respondent so the result may not be compare with other factors. 7 Review Of Literature The Review of Literature guides the researcher for getting better understanding of methodology used, limitations of various available estimation procedures, data base, lucid interpretation and reconciliation of the conflicting results. It is essential for a Research Scholar to review the related literature for the study. Mathiyalagan in his study focused to study the purpose of using domestic telephone and to know the social aspects of telephone as to how far it helps in socializing with the people; he found that the majority of the respondents agree that telephone makes them less lonely life, more secure, more hectic, helps to contact friends and relatives easy to tell whilst lies and manipulate others etc., and most of the respondents gave consent that- telephone effect rates in socializing and it is used more for outgoing calls and for social reasons. Thomas 2 in his study focused to identify utility of the telephone medium. The study aims to appraise the rate of utility on a residential tele-link. The study revealed that a residential telephone is kept unused for many days. This condition exists where the instrument is not in proper functioning state. Incoming calls metered more than that of outgoing and it was found that telephone is more used by women because the changes are more for using the phone and women make use of home telephone for longer duration than men. 80
7 Analysis & Interpretation S.No Table 7.:Purchase Of Branded Mobile Phone Handsets Purchase of Branded Mobile Phone Handsets No.of Respondents Percentage (%) Nokia 4 4 2 Samsung 2 2 3 Motorola 24 24 4 HTC 6 6 5 Sony 8 8 6 Micro max 7 7 7 Apple 4 4 8 Others 5 5 Total 00 00 Source: Primary Data The above table clearly shows that, 4 percent of the respondents are purchasing of Nokia handset, 2 percent of the respondents are purchasing of Samsung handset, 24 percent of the respondents are purchasing of Motorola handset, 6 percent of the respondents are purchasing of HTC handset, 8 percent of the respondents are purchasing of Sony handset, 7 percent of the respondents are purchasing of Micro max handset, 7 percent of the respondents are purchasing of Apple handset and 2 percent of the respondents are purchasing of Other handset. It is analyzed that, majority (24%) of the respondents are purchasing of Motorola handset. Table7. 2: Opinion About Price Of The Mobile Phone Handsets S. No. Opinion No. of Respondents Percentage (%) Very high 9 9 2 High 25 25 3 Reasonable 26 26 4 Low 24 24 5 Very low 6 6 Source: Primary Data Total 00 00 It could be inferred from the above table, 9 percent of the respondents were Very high, 25 percent of the respondents were High, 26 per cent of the respondents were Reasonable, 24 percent of the respondents were Low and 6 percent of the respondents were Very low. It is concluded from the above analyses that, majority (26%) of respondents were Reasonable Price. 802
Products & Services Battery Backup Table 7.3: Simple Percentage - Customer Satisfaction Relating To Mobile Phone Handset HS S M DS HDS Total Respondents % Respondents % Respondents % Respondents % Respondents % % 43 43 35 35 5 5 7 7 - - 00 Display Size 36 36 24 24 22 22 0 0 8 8 00 Sound 53 53 39 39 8 8 - - - - 00 Graphics 44 44 20 20 30 30 6 6 - - 00 Camera 35 35 40 40 0 0 25 25 - - 00 Network connectivity 79 79 0 0 - - - - 00 Media 30 30 49 49 0 0 - - 00 Memory capacity 80 80 5 5 - - 5 5 - - 00 Price - - 5 5 85 85 - - - - 00 Color 30 30 57 57 3 3 - - - - 00 Source: primary data HS-Highly satisfied S-Satisfied DS-Dissatisfied HDS-Highly Dissatisfied M-Moderate It is clearly observed from the above table, 43 percent of the respondents were highly satisfied to Battery Backup, 36 percent of the respondents were highly satisfied in Display Size, 53 percent of the respondents were highly satisfied in Sound,44 percent of the respondents were highly satisfied to Graphics, 40 percent of the respondents were satisfied in Camera, 79 percent of the respondents were highly satisfied in Network connectivity,49 percent of the respondents were satisfied in Media, 80 percent of the respondents were highly satisfied to Memory capacity, 85 percent of the respondents were highly satisfied in Price, 57 percent of the respondents were highly satisfied in Color of the Mobile Phone Handsets. It is concluded from the above tables that, majority (85%) of the respondents were highly satisfied in Price of the Mobile Phone Handsets. With a view to find the degree of association between incomes of the respondents compared with price of the mobile phone a two table was prepared and illustrated as below. Table 7.4: Income Of The Respondents Compared With Price Of The Mobile Phone (TWO WAY TABLE) Income Less than Rs.2000 Below Rs.0,000 9 (30) Rs. 0,00 Rs. 20,000 3 (7.23) Rs. 200- Rs,5000 6 (20) 32 (78.05) PRICE Rs.500- Rs.8000 7 (23.33) (2.44) Above Rs.800 8 (26.67) 5 (2.9) TOTAL Rs. 20,00- Rs. 30,000 5 2 5 3 30 4 803
Rs.30,00-Rs.40,000 6 (66.67) Above Rs. 40,00 2 (28.57) (38.46) (5.38) (7.69) (38.46) (.) 3 (42.86) (.) (4.29) (.) (4.29) TOTAL 25 44 20 00 Source: Primary data 9 7 O E (O-E) (O-E)2 (O-E)2/E 9 7.5.5 2.25 0.3 3 0.25-7.25 52.5625 5.28049 5 3.25.75 3.0625 0.942308 6 2.25 3.75 4.0625 6.25 2.75 0.25 0.0625 0.03574 6 3.2-7.2 5.84 3.927273 32 8.04 3.96 94.886 0.80275 2 5.72-3.72 3.8384 2.4930 3.96-2.96 8.766 2.22525 3 3.08-0.08 0.0064 0.002078 7 3.3 3.7 3.69 4.48485 4.5-3.5 2.320 2.73729.43-0.43 0.849 0.2930 0.99 0.0 0.000 0.0000 0.77 0.23 0.0529 0.06870 8 6 2 4 0.666667 5 8.2-3.2 0.24.24878 5 2.6 2.4 5.76 2.25385.8-0.8 0.64 0.355556.4-0.4 0.6 0.4286 00 00.77636E-5.5688 32.48625 The above table clearly indicates that, Income of the respondents with price of the mobile phone handsets, 30% of respondents whose income is below Rs.0,000 were choosing the Mobile Phone ranging from below Rs.2000,78.05% of respondents whose income between Rs. 0,00 Rs. 20,000 were choosing the Mobile Phone Handsets ranging from between Rs.200-Rs.5000, 38.46 % of the respondents whose income between Rs. 20,00 Rs. 30,000 were choosing the mobile phone handsets ranging from Rs.2000 and more than Rs.800, 66.67% of respondents whose income 804
between Rs.3,000 Rs. 40,000 were choosing the mobile phone ranging from below Rs.2000 and 28.57% of the respondents whose income above Rs.40,00 were choosing the mobile phone ranging from between Rs.200- Rs.5000. Majority 78.05% of respondents whose Incomes between Rs. 0, 00 Rs. 20,000 were choosing the Mobile Phone ranging from Rs.200-Rs.5000. Table 7.5 : Inference FACTOR Income & Price of the Mobile Phone Handsets CHI-SQUARE VALUE TABLE VALUE DEGREE OF FREEDOM REMARKS 32.48 6.9 2 Significant 5% It could be observed from the above table the calculated Chi Square value (32.48) is less than the table value (6.9) and the result is significant. Hence the hypothesis The income of the respondents with price of the mobile phone handset is associated. From the analysis, it is concluded that there is significant relationship between Income of the respondents and Price of the Mobile Phone Handset. Table 7.6: Garrett Ranking-Ranking The Factors Of Mobile Phone Handset Factors Rank Garrett 2 3 4 5 6 7 Score Source: Primary Data Mean Score Brand 2400 2380 080 432 88 82 99 666 33.305 Price 440 088 200 026 282 82 32 650 30.75 2 Guarantee 280 020 780 88 893 205 330 5696 28.48 4 Model 200 952 720 88 40 23 32 5725 28.625 3 Maintenance cost Garrett Rank 240 748 480 864 2585 82 65 564 25.82 5 Performance 80 36 300 540 57 820 683 4076 20.38 7 Color Variance It is inferred from the above table, brand was given first rank with a mean score of 33.305. Price obtained second rank with a mean score of 30.75. Model obtained third rank with a mean score of 28.625. Guarantee was given fourth rank with a mean score of 28.48. Maintenance cost obtained fifth rank with a mean score of 25.82. Color Variance is obtained sixth rank with a mean score of 2.5. Performance was given seventh rank with a mean score of 20.38. Table 7.7 : Garrett Ranking Of Selection Factors Result Factors 60 204 660 378 88 48 485 4223 2.5 6 Rank 2 3 4 5 6 7 Brand 30 35 8 8 4 2 3 00 Price 8 6 35 9 6 2 4 00 Guarantee 6 5 3 22 9 5 0 00 Model 5 4 2 22 30 3 4 00 Maintenance cost 3 8 6 55 2 5 00 Performance 2 5 0 20 5 00 Color Variance 2 3 7 4 28 45 00 Garrett table value 80 68 60 54 47 4 33 Total 805
8 Findings Majority (4%) of the respondents were Rs.0,00-Rs.20,000. Majority (58%) of the respondents are Media Provided Information. Majority (26%) of the respondents are preferring Touch phone. Majority (24%) of the respondents are purchasing of Motorola handset. Majority (24%) of the respondents were choosing Appearance. Majority (26%) of the respondents were Brand name. Majority (52%) of the respondents are purchasing Retailer shops. Majority (78%) of the respondents were Purchased Mobile Phone Handsets on Cash basis. Majority (53%) of the respondents are not satisfied with the Services in Company Service Centre of Mobile Phone Handsets. Majority (85%) of the respondents were highly satisfied in Price of the Mobile Phone Handsets. 9 Suggestions The price of handsets may be reduced by taking all competitive situations. Advanced techniques may be adopted in production. Taking back of sets by the company as replacement after a specified period. 0 Conclusion Marketing as a concept is concerned not only with the selling of consumer products like soap, toothpaste, cars etc., but also connected with marketing services and customer services. Services are activities, benefits or satisfaction, which is offered for sale. They are quite varied such as airline, banking, insurance, hotels, transport and communication. Cellular industry is one such, recently developed service industry, which comes under telecommunication system. It provides valuable, services to businessman, Government and private officials, professional and others. Therefore the level of satisfaction about handsets used by customers' play an important role in communication system of any country. References [] Ravikumar. J., "A Study on customer attitude towards services of department of Telecommunication, Coimbatore", 20. [2] Meera. J., "A Sutdy on Consumer's attitudes towards Deltagram", April 20. [3] Ramachandran, T.V., "Cellular Industry", The Hindu, Survey of Indian Industry, 20. [4] Rajan Nanda, Chairman, Escorts Group, "Corporate Reports", Business India No.605, May 4 to 27, 20. [5] Rajeev Chandrasekar, BPL Mobile, "Telecom", Business India, No.60, July 23`d toto Aug. 5`i ', 20. [6] Barry George, " A Comparative Study on Sales efficiency of BPL Cellular Limited and ESCOTEL - Done BPL Cellular Limited, Ernakularm", 202. [7] Sathyanarayana. M., "A Study on customer satisfaction of service of Bharti Mobile Ltd.", 202. Websites www.googlesearch.com www.handsets.com www.mobileshop.com 806