Documenti di Didattica
Documenti di Professioni
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IN NCR REGION “
DECLARATION
an original work prepared by us for the fulfillment of academic project work of IInd
trimester under the guidance and supervision of Prof. Dr. Sadia Samar Ali at IMS,
Ghaziabad and have not been submitted or produced at any other colleges earlier.
CERTIFICATE
This is to certify that Ms. Manvi Gupta, Mr. Navneet Kumar, Mr. Nikhil
STUDIES, GHAZIABAD.
(Operations)
IMS Ghaziabad
ABSTRACT
As we all know that Nokia is a very famous brand of mobile handset manufacturing.
It has launched various models of mobile phones from lower price segment to upper
designed for business class peoples and higher class peoples of the society as the cost
is comparatively high.
We are focusing on the problems of consumers so to provide better solution for them.
We are performing a survey in which we have asked our E series customers about the
features they are facing problems with the help of a questionnaire. On the basis of our
findings, we have performed chi square test to find out the main problems and find
there solution.
ACKNOWLEDGEMENT
No task whatever big or small can be completed without proper guidance and
and reverence to every person who created a congenial atmosphere for successful
We would like to express our gratitude and profound thanks to Dr. Sadia Samar
which it would not have been possible for us to complete this project.
CONTENTS
1. INTRODUCTION 1-3
2. STRUCTURE 4-5
3. OBJECTIVE 6-7
4. NOKIA E SERIES 8-12
5. PROBLEMS FACED BY NOKA E SERIES 13
CUSTOMERS
6. RESEARCH METHODOLOGY 14-16
7. PRIMARY DATA 17- 26
8. CONCLUSION & RECOMMENDATION 27-28
9. REFERENCES 29
10. APPENDIX 30-32
1. INTRODUCTION
Nokia is the world leading mobile phone supplier. It is the market leader in mobility,
driving the transformation and growth of the converging internet and communications
industries.
1.2 HISTORY
more than 150 countries and global annual revenue of EUR 50.7 billion and operating
telephones: its global device market share was about 38% in Q3 2009, at the same
level as in Q3 2008 and in Q2 2009. Nokia produces mobile devices for every major
market segment and protocol, including GSM, CDMA, and W-CDMA (UMTS).
Nokia offers Internet services that enable people to experience music, maps, media,
engaged in providing digital map information through its wholly owned subsidiary
Navteq.
Nokia has sites for research and development, manufacture and sales in many
countries throughout the world. As of December 2008, Nokia had R&D presence in
approximately 31% of the group's total workforce. The Nokia Research Center,
researchers, engineers and scientists. It has sites in seven countries: Finland, China,
India, Kenya, Switzerland, the United Kingdom and the United States. Besides its
research centers, in 2001 Nokia founded (and owns) INdT – Nokia Institute of
manufacturing facilities located at Espoo, Oulu and Salo, Finland; Manaus, Brazil;
Chennai, India; Reynosa, Mexico; Jucu, Romania and Masan, South Korea. Nokia's
Nokia is a public limited liability company listed on the Helsinki, Frankfurt, and New
York stock exchanges. Nokia plays a very large role in the economy of Finland; it is
by far the largest Finnish company, accounting for about a third of the market
several small companies have grown into large ones as its partners and
subcontractors. Nokia increased Finland's GDP by more than 1.5% in 1999 alone. In
2004 Nokia's share of the Finnish GDP was 3.5% and accounted for almost a quarter
Finns have consistently ranked Nokia as both the best Finnish brand. The Nokia
brand, valued at $34.9 billion, is listed as the fifth most valuable global brand in the
interband business Best Global Brands list of 2009 (first non-US company). It is the
number one brand in Asia (as of 2007) and Europe (as of 2008), the 42nd most
2009 (third in Network Communications, seventh non-US company) and the world's
85th largest company as measured by revenue in Fortune Global 500 list of 2009, up
from 88th the previous year As of 2009, AMR Research ranks Nokia's global supply
2. STRUCTURE
mobile device, the Internet and the computer are fusing together.
Its Devices unit is responsible for developing and managing it’s portfolio of mobile
Services designs and develops Internet services that enrich the experience people have
with their mobile devices and the web. Messaging, music, maps, media as well as Ovi
developer tools are key focus areas as we continue to expand their services offering to
Solutions are responsible for driving Nokia's offering of solutions, where the mobile
device, personalized services and content are integrated into a unique and compelling
package for the consumer. The unit is tasked with concepting and creating such
solutions.
Market manages its supply chains, sales channels, brand and marketing activities and
is responsible for delivering our devices, services and solutions to the consumer.
and Markets, and is also responsible for exploring corporate strategic and future
growth opportunities.
Nokia Siemens Networks provides wireless and fixed network infrastructure,
and government and business solutions. NAVTEQ's map data will be an important
part of the Nokia Maps service that brings downloadable maps, voice-guided
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Nokia itself is a big brand. Every now and then it is launching new handsets. Some of
them are accepted while some of them are rejected. Here in this project we have
chosen Nokia E series to make our study more specific and recognize the problems
primary data from customers using Nokia E series and get to know their feedback on
questionnaire. Through this we will get to study the various problems that customers
face while using the NOKIA E SERIES mobile phones and what recommendations
we could suggest so as to find a better solution for further improvement. We point out
1) To analyse the future needs and aspirations of customers from Nokia E series.
1. The research project report can be further used for future references.
preferences.
3.The research project can also be used to determine the likely impact of E series
4. This project will help industry to analyse the reasons for customers satisfaction and
dissatisfaction.
4.NOKIA E-SERIES
enhanced connectivity and support for corporate e-mail push services. All devices
have advanced office features. Phones equipped with WIRELESS LAN also provide a
4.1 Announcement
On October 12, 2005, mobile phone manufacturer NOKIA announced what the
company refers to as the E series, consisting of the three mobile phones, the NOKIA
E60, NOKIA E61 AND NOKIA E70. On May 18, 2006, Nokia announced the
addition of the E50 to the series, which it refers to as a "business device" rather than a
"Smartphone.”
On February 12, 2007, Nokia announced the addition of three new devices to the
On April 11, 2008, Nokia Australia has advised that the E61i will be discontinued in
Nokia's announced their new E60, E61, and E70 3G (WCDMA) phones with WiFi
and mobile mail targeting mobile business users. All the Series 60 Es run on Symbian
OS 9.1 and will support advanced voice services such as Push-To-Talk and SIP
allowing companies to integrate these phones into their Avaya or Cisco IP PBX (think
4-digit dialing and assisted call answering). The E60 candy bar is optimized for voice
and targets GSM 900 / 1800 / 1900 and WCDMA2100 networks while the E61 takes
a shot off the MOTOROLA Q’S bow and includes all the IP telephony functions but
is optimized for mobile email and operates in quad-band GSM and WCDMA 2100
networks. The E70 is their enterprise all-in-one messaging device and will be released
in two flavas: one for Europe and Asia and another for the Americas. Available in the
first quarter of 2006 worldwide priced between €350 and €450. This is a big deal for
Nokia first launched its E-series, the range of business-oriented smart phones, in the
year 2005 and since then, the company has been churning out new and improved
handsets in the range every year. In Nokia E-series, E stands for Enterprise and as per
the name; the phones belonging to this series are perfect for all the entrepreneurs, who
are always on the move as well as those who cannot leave their desk even for a single
minute.
This is because it’s WCDMA (or GSM) is for those who cannot seem to sit in one
place for too long, while WLAN (WiFi and VOIP) looks as if it’s custom made for
those have to remain in the office forever. With the e-series, Nokia has emphasized
quite a lot on the enhanced connectivity and support for corporate e-mail push
services. No wonder, the phone is becoming one of the favorites for the corporate
honchos!
4.2 Nokia E50
With its sleek look, 1.3 megapixel camera, quad band GSM, MP3 player and HTML
browser, Nokia E50 is perfect for any user. Add to this the in-search device, mobile
office (MS Word, PowerPoint and Excel), PDF Viewer, Zip viewer, file manager,
conference facilities and email notification it offers and you have the perfect phone
connectivity options, convenient shortcut keys, and mini map, the soon to be launched
Nokia E51 is just the pick for businessmen. Not to forget its 2 megapixel camera, 4x
digital zoom, playback with H.264 (MPEG-4), 3gpp & Real codec’s and video calling
If you want that competitive edge over others, go for the advanced Nokia E61. The
main features of the handset include advanced email capabilities, flexible and fast
data connections, push email support, multi-tasking capabilities and Series 60 3rd
4.5 Nokia E61i
The effective attachment handling, one-touch keys, QWERTY keyboard and fast
connections of Nokia E61i promise the user an improved email experience. Quick
office, ZIP Manager, Adobe Acrobat Reader, conference calling and VoIP calling
readiness are some of the other features of this smart phone. The 2-mega-pixel camera
Nokia E62 supports third party email clients like Blackberry Connect, apart from
Microsoft Office 97, 2000, XP and 2003. The S60 3rd edition, Symbian OS 9.1
4.7Nokia E65
The slim and sleek Nokia E65 packs within itself a range of voice features, One
Touch keys, a built-in email client, and multiple connectivity options. It also makes
cost-efficient VoIP (voice over IP) calls via WLAN, has 2-megapixel cameras, and is
capable of being converted into an in-office PBX. The operating frequency has
Apart from push email solutions, Nokia E70 offers native email client and attachment
that synchronize with Microsoft Outlook and Lotus Notes. The phone is based on
Nokia E90 Communicator, with its mobile broadband, email, and multiple office
functions, eliminates the need of carrying a laptop. Other features include QWERTY
CUSTOMERS
We set a hypothesis about the levels of satisfaction and dissatisfaction of using Nokia
E series mobile by 100 customers and came out with some really surprising problems
handsets.
5. Quality of speakers
6.RESEARCH METHODOLOGY
Chi-Square Test
Chi-square is a statistical test commonly used to compare observed data with data we
would expect to obtain according to a specific hypothesis. For example, if, according
to Mendel's laws, you expected 10 of 20 offspring from a cross to be male and the
actual observed number was 8 males, then you might want to know about the
"goodness to fit" between the observed and expected. Were the deviations
(differences between observed and expected) the result of chance, or were they due to
other factors. How much deviation can occur before you, the investigator, must
conclude that something other than chance is at work, causing the observed to differ
from the expected. The chi-square test is always testing what scientists call the null
hypothesis, which states that there is no significant difference between the expected
That is, chi-square is the sum of the squared difference between observed (o) and the
expected (e) data (or the deviation, d), divided by the expected data in all possible
categories.
1. State the hypothesis being tested and the predicted results. Gather the data by
conducting the proper experiment (or, if working genetics problems, use the data
provided in the problem).
2. Determine the expected numbers for each observational class. Remember to use
Chi-square should not be calculated if the expected value in any category is less
than 5.
3. Calculate 2 using the formula. Complete all calculations to three significant digits.
Determine degrees of freedom and locate the value in the appropriate column.
Locate the value closest to your calculated 2 on that degrees of freedom df row.
If the p value for the calculated 2 is p > 0.05, accept your hypothesis. 'The deviation is
small enough that chance alone accounts for it. A p value of 0.6, for example, means
that there is a 60% probability that any deviation from expected is due to chance only.
If the p value for the calculated 2 is p < 0.05, reject your hypothesis, and conclude that
some factor other than chance is operating for the deviation to be so great. For
example, a p value of 0.01 means that there is only a 1% chance that this deviation is
due to chance alone. Therefore, other factors must be involved.
The chi-square test will be used to test for the "goodness to fit" between observed and
In order to present the report with a pragmatic approach along with the theoretical
aspect some primary data is collected so as to present our report with facts and figure
7. PRIMARY DATA:
The primary data has been collected by preparing a questionnaire that was circulated
over hundred customers. They have been asked questions regarding the satisfaction
level in terms of services provided to them and various handset features. A specimen
Good
Price 22 31 20 14 13 100
Battery 08 11 32 28 21 100
Back Up
WIFI / 34 22 23 14 07 100
GPS
connectivity
Looks 16 14 18 29 23 100
Advertising 18 28 26 14 14 100
Business 09 09 24 27 31 100
Related
features
Weight 18 25 31 10 16 100
Service 17 09 29 24 21 100
QWERTY 04 16 20 23 37 100
keyboard
7.1 SURVEY 1 : To determine whether given features are responsible for customer
satisfaction or dissatisfaction.
SATISFACTION LEVEL
GOOD
PRICE 22 31 20 14 13 100
WIFI/ 34 22 23 14 07 100
GPS
WEIGHT 18 25 31 10 16 100
( handset)
74 78 74 38 36 300
Level of significance, α = 5 %
ℵ2(.o5.8) = 15.5073
ℵ2statistic = i=1
15
∑ = (0- E)2 / E
ℵ 2 calculation
O E (O –E)2 (O –E)2 / E
31 26 25 .96
13 12 1 .08
22 26 16 .61
07 12 25 2.08
25 26 1 .04
16 12 16 1.33
14.168
ℵ 2 cal = 14.168
ℵ 2 tab = 15.5073
7.2 SURVEY 2 : To determine whether consumers are satisfied by given features
SATISFACTION LEVEL
FACTORY GOOD
BATTERY 8 11 32 28 21 100
BACKUP
WIFI/ 4 16 20 23 37 100
GPS
WEIGHT 17 9 29 24 21 100
(handset)
29 36 81 75 79 300
customers.
customers.Level of significance, a = 5 %
À2(.o5.8) = 15.5073
À2statistic = i=1
15
å = (0- E)2 / E
À2 calculation
O E (O –E)2 (O –E)2 / E
11 12 1 0.08
32 27 25 0.92
28 25 9 0.36
16 12 16 1.33
20 27 49 1.81
23 25 4 .16
09 12 9 .75
29 27 4 .15
24 25 1 .04
21.25
À2 cal = 21.25
À2 tab = 15.5073
therefore we reject H0, i.e to say that there is association above mentioned featues of
After an extensive survey from sample size of 100 from population using Nokia E
series handset, we made a conclusion that the customer choice and preferences are
feature oriented. Nokia E series is used normally by elite class and upper sections of
the society especially the business class. So, price although being hefty doesn’t
Major concern was for WIFI/GPS systems. It wasn’t easy to use, nevertheless the
customers went in for buying E series because of the status and value it added to their
profile. Through our survey, we can conclude that customers are quite satisfied by the
performance of the handset but they still want the connectivity of the mobile to
improve. Moreover, through our survey we came across that the customers are quite
brand loyal. Though the handsets are having some feature problems but still the
customers rather want to stick to Nokia instead of switching over to other companies.
But still there is always room for improvement and so after our survey we came up
• Nokia should do a bit more work on its R & D so as to come up with more
improved technology
• Instead of just mere paper working, their research teams need to be effective
• Nokia should launch test models before going in for mass production
• There is always a room for improvement in its features specially the WIFI and
GPS system
Through this survey work, we expect that our study will definitely help managers
associated with R&D of Nokia to get a insight into what specific customers using
Nokia E series expect from the company. So, they could come out with enhanced
features and work upon the problems faced by the customers. Although our sample
size was confined to 100, but it is more than enough to give a blue print of choice and
9. REFERENCES
WEBSITES
1. www.nokia.co.in/Eseries
2. www.scribd.com/doc/nokia
3. www.coolavenues.com/know/nokia
BOOKS
10. APPENDIX
NAME:……………………………………………
AGE:………………………………………………
OCCUPATION:…………………………………..
A. YES B. NO
..........................................
.............................................
4. From where did you get the information about Nokia E series handsets?
A. INTERNET
B.NEWSPAPER
C. TV Ad
D. RELATIVES/FRIENDS
A. Yes B. No
SPECIFICATIONS/RATINGS 1 2 3 4 5
(POOR) (SATIS (GOOD) (VERY (EXCELLENT)
FACTORY) GOOD)
1.Price
2.Battery backup
3. WI FI/GPS connectivity
4. QWERTY keyboard
5. Looks
6. Advertising
8. Weight
9. Service
7. What was the most striking feature of the handset that prompted you to buy this
handset?
..................................................
8. What additional features would you like to have in your handset? Please specify.
....................................................
9. If you get an option to change your handset, would you stick with Nokia or go
in for any other company. If NO, please mention the name of the company.
A.YES B.NO..................................................
A. YES B. NO