Customersatisfactiontowardssamsung 150105013439 Conversion Gate02

A STUDY ONCUSTOMER SATISFACTION TO WARDS SAMSUNG
A STUDY on CUSTOMER
SATISFACTION
Towards SAMSUNG
Submitted in partial fulfillment of the requirement
Of the award of the degree of
BACHELOR OF BUSINESS MANAGEMENT
2013-2014
BY
Under The Guidance Of
BRINDAVAN COLLEGE
2ndcross,Bhoopsandra, RMV extension,2nd
Bangalore 560 027
TABLE OF CONTENT
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1 Chapter 1:
Introduction 05-24
2 Chapter 2:
Research Design 25-30
3 Chapter 3:
Company Profile 31-67
4 Chapter 4:
Data analysis and interpretation 68-92

5 Chapter 5:
Summary of findings and 93-95

conclusions
6 Chapter 6:
Recommendations and 96-99

suggestions
7 Chapter 7:
Appendices And Annexure 100-106

8 Chapter 8:
Bibliography 107-108
TABLE OF THE GRAPH

TABLE. TITLE OF THE GRAPH PAGE. NO
NO
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1. Graph Showing Monthly Income of Respondents 69-70
2. Graph Showing From Where Respondents Get 71-72

Information About Samsung
3. Graph Showing Total Number Of Brands 73-74

Considered Before Buying Samsung Products
4. Graph Showing Time Taken For Final Decision To 75-76

Buy Samsung Products By The Respondents
5. Graph Showing Who Makes The Final Decision To 77-78

buy The Samsung Product
6. Table Showing How Often The Samsung Product is 79-80

uded by the respondents
7. Graph Showing number of users of Samsung 81-82

Products in a Family
8. Graph Showing how the Responde0nts rate the 83-84

new technology in a Samsung Product
9. Graph showing how often the Respondents go for 85-86

service
10. 87-88
Graph showing the quality of Samsung Products
11. 89-90
Graph showing the rate of the Samsung Product
concerned with Price.
12. 91-92
Graph showing satisfaction of respondents
regarding service of Samsung Products
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TABLE OF CONTENTS
TABL TITLE OF THE GRAPH PAGE. NO
E NO
1. Table Showing Monthly Income of Respondents 69
2. Table Showing From Where Respondents Get 71

Information About Samsung
3. Table Showing Total Number Of Brands Considered 73

Before Buying Samsung Products
4. Table Showing Time Taken For Final Decision To Buy 77

Samsung Products By The Respondents
5. Table Showing Who Makes The Final Decision To 79

buy The Samsung Product
6. Table Showing How Often The Samsung Product is 81

uded by the respondents
7. Table Showing number of users of Samsung 83

Products in a Family
8. Table Showing how the Respondents rate the new 85

technology in a Samsung Product
9. Table showing how often the Respondents go for 87

service
10. 89
Table showing the quality of Samsung Products
11. 91
Table showing the rate of the Samsung Product
concerned with Price.
12. 93
Table showing satisfaction of respondents regarding
service of Samsung Products.
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CHAPTER-1
INTRODUCTION
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About the mobile industry
The history of mobile phones charts the development of
devices which connect wirelessly to the public switched
telephone network. The transmission of speech by radio has a
long and varied history going back to Reginald Fessenden's
invention and shore-to-ship demonstration of radio telephony,
through the Second World War with military use of radio
telephony links. Hand-held radio transceivers have been
available since the 1940s. Mobile telephones for automobiles
became available from some telephone companies in the
1940s. Early devices were bulky and consumed high power and
the network supported only a few simultaneous conversations.
Modern cellular networks allow automatic and pervasive use of
mobile phones for voice and data communications.
In the United States, engineers from Bell Labs began work on a
system to allow mobile users to place and receive telephone
calls from automobiles, leading to the inauguration of mobile
service on 17 June 1946 in St. Louis, Missouri. Shortly
after, AT&T offered Mobile Telephone Service. A wide range of
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mostly incompatible mobile telephone services offered limited
coverage area and only a few available channels in urban
areas. The introduction of cellular technology, which allowed re-
use of frequencies many times in small adjacent areas covered
by relatively low powered transmitters, made widespread
adoption of mobile telephones economically feasible.
The advances in mobile telephony can be traced in
successive generations from the early "0G" services like MTS
and its successor Improved Mobile Telephone Service, to first
generation (1G) analog cellular network, second generation
(2G) digital cellular networks, third generation (3G) broadband
data services to the current state of the art, fourth generation
(4G) native-IP networks.
Motorola and Bell Labs raced to be the first to produce a
handheld mobile phone. That race ended on 3 April 1973
when Martin Cooper, a Motorola researcher and executive,
made the first mobile telephone call from handheld subscriber
equipment, placing a call to Dr. Joel S. Engel of Bell Labs. The
prototype handheld phone used by Dr. Martin Cooper weighed
2.5 pounds and measured 9 inches long, 5 inches deep and
1.75 inches wide. The prototype offered a talk time of just 30
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minutes and took 10 hours to re-charge.John F.
Mitchell, Motorola's chief of portable communication products
and Martin Cooper's boss in 1973, played a key role in
advancing the development of handheld mobile telephone
equipment. Mitchell successfully pushed Motorola to develop
wireless communication products that would be small enough
to use anywhere and participated in the design of the cellular
phone.
Mobile phone History in India
History:
Telephone services in India begun in a small scale with the
commissioning of a 50-line manual telephone exchange in 1882
in Kolkata. This was less than five years after the invention of
the telephone by Alexander Graham Bell. India had approx.
82,000 telephone connections at the time of independence
(1947) and by 1984 the number of connections had slowly risen
to 3.05 million. India's telecom network was notoriously
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unreliable and only available to a small section of households
along with the corporate sector. The telecom sector was a
government monopoly until 1994 when liberalization gradually
took place. Cellular service was launched in November 1995 in
Kolkata.
Expanding Network:The Indian telecom industry has grown
rapidly during the last few years but has witnessed a
substantial fall in growth more recently. India has the third
largest (based on the total number of fixed/mobile subscriber
lines) telecom network in the world and the second largest
mobile network with 865
million subscribers at the end of 2012. Revenue from fixed and
mobile services amounted to an estimated Rs 880 bn in fiscal
year 2005. National long distance (NLD) and international long
distance (ILD) service revenues grew to an estimated Rs 93 bn
in the same year
The government had set a target under the Bharat
Nirman program, to connect all the remaining villages without
telephone services, basically VPT's (Village Public Telephones),
by the end of 2009.
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Mobile:
While the mobile subscriber base is still growing in the millions
per month, the number of landlines is gradually decreasing.
Overall telecom subscriber penetration increased to 73 % at
the end of Nov 2012.The FDI cap in the telecom sector is
currently 74 %. UK's Vodafone Group recently acquired a 52 %
stake in Hutchison Essar, India's fourth largest mobile service
provider. Bharti Airtel is the first Indian operator to exceed a
subscriber base of 50 million.
Telecom Manufacturing:
A growing number of telecom companies have set up
manufacturing facilities for the production of mobile phones
and other telecom equipment to cater to India's growing
telecom market and exports too. Nokia's plant, located in a
Special Economic Zone (SEZ) at Sriperumbudur near Chennai,
manufactures mobile handsets and network infrastructure
equipment incl. base stations. Nokia's plant produces ca 8 m
handsets a month. Slews of other telecom equipment
manufacturers already have or are in the process of setting up
production facilities in the same zone. These include Aspocomp
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Group (HDI printed circuit boards), Perlos (handset
mechanics/mouldings)Salcomp(mobile
phonechargers), Motorola (mobile handsets), Foxconn (mobile
phones), Flextronics (mobile handsets, base stations and other
electronic items), Sanmina-SCI (network components), Jabil,
Laird (antennas, battery packs and EMI shielding products) and
Wintek. Elcoteq's telecom plant located near Bangalore
manufactures handsets among others. Samsung
Electronics' mobile handset plant is located in
Gurgaon,nearDelhi.
Alcatel and Ericsson manufacture base station and mobile
switching equipment at plants located in Rae Bareli and Jaipur
respectively.
BPLTelecom manufactures GSM phones and LG Electronics
India produces GSM phones in a plant near Pune. Kolkata
based Xenitis Group plans to set up a mobile phone
manufacturing facility located near Kolkata.
Mobile handsets account for 26 % of the total telecom
equipment industry in India. The lion's share was held by the
carrier equipment business while the enterprise equipment
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segment accounted for the remaining 14 %. The market size of
the telecom equipment industry grew to Rs 954 (ca USD 22 bn).
Mobile Network Statistics
India's Largest Telecom Operators as on Aug 31, 2011
Subscriber Base
Operator
(millions)
Bharti Airtel 172
Reliance Communications 146
Vodafone Essar 144
Idea Cellular Ltd. 98
Bharat Sanchar Nigam Ltd. 95
Tata Teleservices Ltd. 89
Aircel /Dishnet 59
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Wireless Subscribers (in millions) in the Four Metros as
on Dec 31,
2010
City Total Operators

Bharti Airtel, Aircel,
Vodafone Essar, MTNL,
Delhi 39.8 Idea Cellular, Reliance,
Sistema, Etisalat/Allianz
and Tata Teleservices

Loop Mobile, Aircel, Idea
Cellular, Vodafone Essar,
MTNL, Bharti Airtel,
Mumbai 31.7 Reliance, Sistema,
Etisalat/Allianz, Uninor,
Videocon and Tata
Teleservices
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Aircel, Bharti Airtel,
Vodafone Essar, BSNL,

Kolkata 22.6
Uninor, Reliance, Sistema
and Tata Teleservices

Aircel Cellular, Bharti
Airtel, Vodafone Essar,

Chennai 11.4*
BSNL, Reliance and Tata
Teleservices
SOME FACTS & FIGURES ON INDIAN TELECOM
Number of telecom (mobile and landline) subscribers: 896
million (as on 31.12.12)
Number of fixed line subscribers: 30.8 m (as on 31.12.12)
Number of cellular (GSM, CDMA and WLL-Fixed) subscribers:
~865 m (as on 31.12.12)
Number of broadband subscribers: 15.0 m (as on 31.12.12)
Number of GSM cellular subscribers: 658 m (as on 31.1.13)
Number of CDMA cellular subscribers: 155 m (as on 31.12.09)
Overall teledensity: 733/1000 inhabitants (as on 31.12.12)
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Number of PCO's (Public Call Offices): 5.5 m (as on 31.12.09)
Number of VPT's (Village Public Telephones): 0.55 m (as on
31.3.06)
More telecom at the Department of
Telecommunications network status page.
Total revenues of telecom service providers (2005-06): Rs. 880
bn
Telecom equipment production (2007-08): Rs. 954 bn
Mobile handset market (2009): estimate Rs. 300 bn
Currency: 1 USD equals approx. 55 Indian Rupees (Rs)
Govt. Telecom Links
DOT - Department of Telecommunications
BSNL Telecom Network Statistics
BSNL - Bharat Sanchar Nigam Ltd.
TRAI - Telecom Regulatory Authority of India
VSNL - India's public sector overseas telecommunications
provider
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Top
TELECOM NEWS
Indian Telecom News
Indian Bandwidth
VOICE & DATA (India)
Top
FIXED LINE OPERATORS
Public Operators
BSNL Units
Calcutta Telephones (under BSNL)
Chennai Telephones (under BSNL)
MTNL - Mumbai and Delhi
MTNL Mumbai
MTNL Delhi
Private Operators
Tata Teleservices
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Operates in Andhra Pradesh, Delhi, Gujarat, Karnataka and
TamilNadu,Maharashtra
Bharti Tele-Ventures Ltd
Operates in Delhi, Haryana, Madhya Pradesh, Tamil Nadu and
Karnataka.
Reliance Infocomm
India's largest CDMA mobile operator with some 10 million
subscribers
HFCL Infotel
HFCL Infotel operates in Punjab and Chandigarh
WIRELESS (GSM/CDMA) SERVICE PROVIDERS
GSM Network Coverage >>
Tata Docomo
Sistema ShyamTeleServices Ltd.
Operates currently in Rajasthan, Tamil Nadu and Kerala and
plans to cover all the circles by end-2010.
Reliance Communications
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BSNL - Bharat Sanchar Nigam Ltd.
MTNL
Provides cellular service in Delhi and Mumbai.
IDEA Cellular
Operates in Gujarat, Maharashtra, Goa, Andhra Pradesh,
Madhya Pradesh, Haryana, Kerala, Chhattisgarh, Himachal
Pradesh, Uttaranchal, Uttar Pradesh (West) and Delhi.
Aircel Ltd
Operates in Assam, North Eastern states, Orissa, West Bengal,
Jammu & Kashmir, Tamil Nadu (incl. Chennai) and Puducheri.
Bharti Airtel
Provides mobile phone service in all the 23 circles of India.
Loop Mobile
Loop Mobile's cellular network coverage includes Mumbai.
Vodafone Essar
Provides mobile phone service in 16 circles.
Spice Telecom
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Provides mobile phone services in Karnataka and Punjab.
AircellDigilink
Operates in Uttar Pradesh (East), Haryana and Rajasthan.
Virgin Mobile India
Uninor
ABOUT SUBJECT
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." In a survey of
nearly 200 senior marketing managers, 71 percent responded
that they found a customer satisfaction metric very useful in
managing and monitoring their businesses.
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,
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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. For this reason, a
luxury resort, for example, might receive a lower satisfaction
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rating than a budget moteleven though its facilities and
service would be deemed superior in 'absolute' terms."
The importance of customer satisfaction diminishes when a firm
has increased bargaining power. For example, cell phone plan
providers, such as AT&T and Verizon, participate in an industry
that is an oligopoly, where only a few suppliers of a certain
product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would
never get away if there were, say, a hundred cell phone plan
providers, because customer satisfaction would be way too low,
and customers would easily have the option of leaving for a
better contract offer.
IMPORTANCE AND OTHER RELEVENT ASPECT
The importance of customer satisfaction is apparent when you
realize that, without customers, you don't have a business. A
single unsatisfied customer can send more business away from
your company than 10 satisfied customers. The more you focus
on customer retention and customer support, the more long-
term business you'll get. It's worth it to focus on customer
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satisfaction strategies, no matter how large or small your
company is.Understandingthe needs of the customer is critical.
A business relationship, just like any other relationship, relies
on both people getting their needs met. No matter what type of
business you are in, all customers want the same thing. They
want to feel welcomed and appreciated by you and your staff.
They don't want to get the impression that they are just being
used by you for money. Small interactions like "Thank you" and
a nice smile can go a long way toward customer satisfaction.
Make sure your employees operate with the same
principles.A big part of customer satisfaction is reliability. If
customers come to expect a certain mode of behavior from you
and your employees, you should deliver it to them each and
every time. Customers want to be able to rely on you. They
expect consistent delivery times (if applicable) and support. By
training your employees to treat all customers with the same
respect, your customers will all have the same experience with
your company, which will increase customer satisfaction.
Be honest when you don't meet expectations.Customer
satisfaction is at its most important when something goes
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wrong in the chain of delivery. Whether a customer was double
charged or didn't receive what she ordered, your employees
need to handle the situation with the utmost care. Your
employee should apologize and take steps to rectify the
situation. The phrase "the customer is always right" is at the
core of a good customer satisfaction strategy. It doesn't matter
whether or not the customer misread the instructions or made
the mistake; your employee should take steps to make the
customer happyCustomer satisfaction is the foundation of a
good business.Satisfied customers will make a great foundation
for return business, and they may also bring in their friends and
associates. Remember that customers are the heart of any
business. Keep them satisfied, and encourage them to tell their
friends about their experiences with your businesssometimes
companies are misguided by the notion that customers depend
on them. The truth of the matter is that we very much so
depend on them. Many researchers and academia have
highlighted the importance of customers in todays market.
The level of satisfaction a customer has with a company has
profound effects. Studies have found that the level of
customers satisfaction has a positive effect on profitability:
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2A totally satisfied customer contributes 2.6 times as much
revenue to a company as a somewhat satisfied customer.
A totally satisfied customer contributes 17 times as much
revenue as a somewhat dissatisfied customer.
A totally dissatisfied customer decreases revenue at a rate
equal to 18 times what a totally satisfied customer contributes
to a company.
Research has shown that when a person is satisfied with a
company or service they are likely to share their experience
with other people to the order of perhaps five or six people.
However, dissatisfied customers are likely to tell another ten
people of their unfortunate experience. With social media
readily available for consumers to tell their story to all of those
online, you can easily go to Twitter or Facebook and read about
someones experience with a company or service.
Eg: I learned the importance of customer satisfaction when a
customer came into the coffee shop I was working at and said,
Id like to order a sandwich and chips to go, please. The store
manager who was working at the
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time replied, Sorry, we dont start selling lunch for another 5
minutes. You can get back in line and order again. She was a
little thrown off by his response, as was I. Are you serious?
She gave him a stare and then left. The importance of customer
satisfaction can have an impact on your business and if you
dont start paying attention youll lose an opportunity to make a
customer happy.
Ascertaining Critical Incident AtVocatus, the measurement of
customer satisfaction is embedded in a hierarchical data
gathering design that can be extended in a modular fashion. In
addition to overall satisfaction, we initially ascertain satisfaction
with all the relevant customer interfaces.
For selected 'critical' customer interfaces there then follow a
detailed analysis of customer satisfaction, using a clearly
operationalised list of criteria. At the 'lowest' level, we use open
questions to ascertain the critical (i.e. positive as well as
negative) experiences each customer has. Sophisticated
filtering in our questionnaires permits us to find out about each
customer's individual experiences.
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Relevant Benchmark Data
In order to be in a position to assess the level of customer
satisfaction that has been ascertained, one mustn't only look at
one's own performance. It should also be rated in relation to
the relevant competition. If the benchmark data is gathered
within the context of the same study, this guarantees that the
comparison data is relevant and up-to-date.
ChangingDemands
Customer satisfaction surveys are typically repeated at given
intervals, because only then is it possible to check the
effectiveness of the measures that have been deduced. It is
also vitally important here to analyse the change in customers'
demands over time, so as to duly adjust one's own products
and services.
In most sectors it can be established that customers' demands
relating to products or services are constantly rising and/or that
different customer segments also have differing expectations of
you. Thus, for example, it is the case in some sectors that good
service is less and less able to compensate for high prices over
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the course of time, or the particularly valuable customer
expects correspondingly better service.
How People See Themselves and How Others see them one
effective addition to the customer survey is to survey one's own
staff. In such cases, staffs who are in direct contact with the
customer (dealers, sales, customer care) are likewise asked
about customer satisfaction within the framework of the
customer survey.
Contrasting customer satisfaction from the staff perspective
(how people see themselves) with actual customer satisfaction
(how others see them) often shows up significant differences,
and makes a major contribution to the acceptance of necessary
changes within the company.
Results that Relate to Practicewe use our analyses to produce
clear, cause-related, and action-oriented suggestions. They
allow you to immediately and directly improve the customer
relationship where it's formed and experienced.
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CHAPTER-2
RESEARCH
DESIGN
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TITLE OF THE PROJECT:
The title of the study or the project work is entitled A STUDY
ON CUSTOMER SATISFACTION TOWARDS SAMSUNG
STATEMENT OF THE PROBLEM
Research problem is selected for the purpose of this project to
study the consumer behaviour in relation to their perceptions,
attitudes, preference, expectations, satisfaction, and
dissatisfaction with reference to the Samsung.
Objective of the study:
1. To know the customers satisfaction level of Samsung
Company.
2. To find out factors influencing while choosing a branch.
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3. To find the general problem faced by existing Samsung
customers.
4. To find the customers attitude towards Samsung services.
5. To study how the satisfaction level varies from one group
to other.
SCOPE OF THE STUDY:
1) It helps to know that which publicity media gives maximum
retention to the customer.
2) The study also helps the company to improve their standard
of service and handle the competition in the near future.
3) It also helps in putting possible improvement, additions and
new strategies and offers the customers.
4) It also puts a detailed insight into the different aspect of the
company such as manufacturing, marketing sales, production
and services etc.
LIMITATION OF THE STUDY:-
The limitation of the study are as follows:-
1) The study pertains to only one branch of the Samsung due
to the limitation of time frame.
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2) Findings are based on the records available at the
Samsung Company and the information provided by the
corporation.
3) This study is restricted to customers only.
4) Sample size is restricted to 80 respondents only due to the
time constraints.
METHODOLOGY OF STUDY
These aspects have been thoroughly discussed and
based on the findings of the study conclusions were drawn and
recommendations were made to the Samsung.
The views of various authors who all have authority in the -field
of the study were presented in this report for due consideration
for their implementation. The expected contribution from the
study is to help the organization to implement the suggestions
in this report so that it can contribute towards the improvement
in service and quality.
Researches method :
Instruments: Questionnaire.
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Questionnaire :questionnaire is a list of question or statement
pertaining to an issue or program.It is used for studying the
opinions of people. It is commonly used in opinion poll.
SOURCES OF DATA:
For the purpose of this study, data from two sources have been
gathered namely:-
(1) Primary Source
(2) Secondary Source
Primary data:- are original source, which are collected directly
from the respondents. This information is collected through
questionnaire, personal interview and through observation.
Secondary data:- are those that containing data which have
been collected and compiled for another purpose. These
sources consist of readily available information and already
complied statistical statement whose data may be used by the
researchers for their study.
The secondary sources includes Annual Reports, Journals,
Articles as well as magazines and manuals.
RESEARCH INSTRUMENT:
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The different instruments are used to analyze the data, they
are:
QUESTIONNAIRE
The questionnaire includes multi choice answers to be chosen
by the respondents.
TABLES
This study uses tables represents the data from the various
customers, they are represented both number of samples and
percentage.
GRAPHS
The study also employs graphs to represent the data in the
table to give better impression and interpretation of percentage
in the table. The graphs used are Bar graph.
PLAN OF ANALYSIS
Since a structured questionnaire was used, data classification
was done easily. The data was grouped easily under various
heading. This readily revealed the buying behaviour towards
Samsung Company. Tables were used for tabulating.
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CHAPTER-3
COMPANYPROFIL
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HISTORY
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. Our flagship company, Samsung Electronics,
leads the global market in high-tech electronics manufacturing
and digital media.
Through innovative, reliable products and services; talented
people; a responsible approach to business and global
citizenship; and collaboration with our partners and customers,
Samsung is taking the world in imaginative new directions.
Samsung Heavy Industries Co., Ltd. is a shipbuilding and
engineering company headquartered in Seoul. It was founded
in August 1974. Its principal products are bulk carriers,
container vessels, crude oil tankers, cruisers, passenger ferries,
material handling equipment steel and bridge structures. It
achieved total revenues of 13,358.6 billion won in 2011 and is
the world's second-largest shipbuilder by revenues
(after Hyundai Heavy Industries).
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Samsung Heavy Industries is listed on the Korea Exchange
stock-exchange (number 010140)
BRIEF HISTORY
Lee Byung-Chull established Samsung in South Korea way back
in 1938. He began in business by exporting vegetables, fruits
and dried fish in Seoul. In 1950 when the communists attacked
South Korea he lost a large art of his business and fortune. He
moved to Suwon in 1951 and in just 2 years was able to
increase his company staff and increase turnover by 2000%.
His first production factory, a sugar processing plant, was built
in 1953 just after the war but he continued as a dealer vending
goods. He branched out to open outlets for commercial
purposes as well as selling insurance and securities.
Samsung Electronics was established in 1969 with the support
of South Korea's President, Park Chung-hee. Financial
assistance was provided when necessary and he even
prohibited foreign companies doing business in South Korea.
This eliminated rivalry and allowed Korean companies to grow.
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Park Chung-hee allowed some foreign businesses into South
Korea, on the understanding that they provide the skills,
knowledge and technology to South Korea. This helped
Samsung Electronics in many ways and enabled the company
to create electronic chips and boards.
Soon after, Samsung created its own electronic appliances -
freezers, refrigerators, air conditioners and washing machines.
They started exporting
them to Canada and other foreign countries. Deciding to branch
out and enter into the communications industry, the company
borrowed money and started to manufacture televisions and
audio apparatus in the early part of 1970. Samsung also
opened his own TV channel, Tongyan Broadcasting Company in
the 70s. That same year, the company created another division
concentrating on heavy industrial developments like home
electronics, oil refineries and shipbuilding. Consequently, other
divisions were established like Samsung Precision Company,
Samsung Heavy Industries Company and Samsung
Shipbuilding.
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Samsung continued to grow throughout the 80s and became
successful in all the industries it had ventured. But Byung-Chull
did not stop from there and carried on venturing into other
markets such as genetic engineering, aerospace and even
nanotechnology.
The company started building bigger manufacturing plants for
its appliances and electronics from 1982 and 1987 in New York,
New England and Portugal. Serving his company for 50 years,
Lee Byung-Chull died in November 19, 1987 and his position
was taken by his son, Kun-Hee Lee.
To date, the company continues to grow with 26 divisions and
75,000 employees. It has also become a great brand name for
home appliances and gadgets.
From its inception as a small export business in Taegu, Korea,
Samsung has grown to become one of the worlds leading
electronics companies, specializing in digital appliances and
media, semiconductors, memory, and system integration.
Today Samsung's innovative and top quality products and
processes are world recognized. This timeline captures the
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major milestones in Samsung's history, showing how the
company expanded its product lines and reach, grew its
revenue and market share, and has followed its mission of
making life better for consumers around the world.
1938 to 1970
In 1938, Lee Byung-chull (19101987) of a large landowning
family in the Uiryeong county came to the nearby Daegu city
and founded Samsung Sanghoe , a small trading company with
forty employees located in Su-dong (now Ingyo-dong). It dealt
in groceries produced in and around the city and produced its
own noodles. The company prospered and Lee moved its head
office to Seoul in 1947. When the Korean War broke out,
however, he was forced to leave Seoul and started a sugar
refinery in Busan named CheilJedang. After the war, in 1954,
Lee founded CheilMojik and built the plant in Chimsan-dong,
Daegu. It was the largest woolen mill ever in the country and
the company took on the aspect of a major company.
Samsung diversified into many areas and Lee sought to help
establish Samsung as an industry leader in a wide range of
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enterprises, moving into businesses such as insurance,
securities, and retail. Lee placed great importance on
industrialization, and focused his economic development
strategy on a handful of large domestic conglomerates,
protecting them from competition and assisting them
financially.
In 1948, Cho Hong-jai (the Hyosung groups founder) jointly
invested in a new company called Samsung MulsanGongsa, or
the Samsung Trading Corporation, with the Samsung Group
founder Lee Byung-chull. The trading firm grew to become the
present-day Samsung C&T Corporation. But after some years
Cho and Lee separated due to differences in management
between them. He wanted to get up to a 30% group share.
After settlement, Samsung Group was separated into Samsung
Group and Hyosung Group, Hankook Tire, and others.
In the late 1960s, Samsung Group entered into the electronics
industry. It formed several electronics-related divisions, such as
Samsung Electronics Devices Co., Samsung Electro-Mechanics
Co., Samsung Corning Co., and Samsung Semiconductor &
Telecommunications Co., and made the facility in Suwon. Its
first product was a black-and-white television set.

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1970 to 1990
In 1980, Samsung acquired the Gumi-
based HangukJeonjaTongsin and entered the
telecommunications hardware industry. Its early products were
switchboards. The facilities were developed into the telephone
and fax manufacturing systems and became the centre of
Samsung's mobile phone manufacturing. They have produced
over 800 million mobile phones to date. The company grouped
them together under Samsung Electronics Co., Ltd. in the
1980s.
After the founder's death in 1987, Samsung Group was
separated into four business groups - Samsung Group,
Shinsegae Group, CJ Group and Hansol Group. Shinsegae
(discount store, department store) was originally part of
Samsung Group, separated in the 1990s from the Samsung
Group along with CJ Group
(Food/Chemicals/Entertainment/logistics) and the Hansol Group
(Paper/Telecom). Today these separated groups are
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independent and they are not part of or connected to the
Samsung Group. One Hansol Group representative said, "Only
people ignorant of the laws governing the business world could
believe something so absurd," adding, "When Hansol separated
from the Samsung Group in 1991, it severed all payment
guarantees and share-holding ties with Samsung affiliates."
One Hansol Group source asserted, "Hansol, Shinsegae, and CJ
have been under independent management since their
respective separations from the Samsung Group." One
Shinsegae Department Store executive director said,
"Shinsegae has no payment guarantees associated with the
Samsung Group.
In the 1980s, Samsung Electronics began to invest heavily in
research and development, investments that were pivotal in
pushing the company to the forefront of the global electronics
industry. In 1982, it built a television assembly plant in
Portugal; in 1984, a plant in New York; in 1985, a plant in Tokyo;
in 1987, a facility in England; and another facility in Austin in
1996. As of 2012, Samsung has invested more than US$13
billion in the Austin facility, which operates under the name
Samsung Austin Semiconductor LLC. This makes the Austin
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location the largest foreign investment in Texas and one of the
largest single foreign investments in the United States.
1990 to 2000
Samsung started to rise as an international corporation in the
1990s. Samsung's construction branch was awarded a contract
to build one of the two PETRONAS Towers in Malaysia, Taipei
101 in Taiwan and the Burjkhalifa in United Arab Emirates. In
1993, Lee Kun-hee sold off ten of Samsung Group's
subsidiaries, downsized the company, and merged other
operations to concentrate on three industries: electronics,
engineering, and chemicals. In 1996, the Samsung Group
reacquired the Sungkyunkwan University foundation.
Samsung became the largest producer of memory chips in the
world in 1992, and is the world's second-largest chipmaker
after Intel (see Worldwide Top 20 Semiconductor Market Share
Ranking Year by Year). In 1995, it created its first liquid-crystal
display screen.
Ten years later, Samsung grew to be the world's largest
manufacturer of liquid-crystal display panels. Sony, which had
not invested in large-size TFT-LCDs, contacted Samsung to
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cooperate, and, in 2006, S-LCD was established as a joint
venture between Samsung and Sony in order to provide a
stable supply of LCD panels for both manufacturers. S-LCD was
owned by Samsung (50% plus 1 share) and Sony (50% minus 1
share) and operates its factories and facilities in Tangjung,
South Korea. As on 26 December 2011 it was announced that
Samsung had acquired the stake of Sony in this joint venture.
Compared to other major Korean companies, Samsung survived
the 1997 Asian financial crisis relatively unharmed.
However, Samsung Motor was sold to Renault at a significant
loss. As of 2010, Renault Samsung is 80.1 percent owned
by Renault and 19.9 percent owned by Samsung. Additionally,
Samsung
manufactured a range of aircraft from the 1980s to 1990s. The
company was founded in 1999 as Korea Aerospace Industries
(KAI), the result of merger between then three domestic
major aerospace divisions of Samsung Aerospace, Daewoo
Heavy Industries, and Hyundai Space and Aircraft Company.
However, Samsung still manufactures aircraft engines and gas
turbines.
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2000 to present
In 2001 Samsung Techwin became the sole supplier of a
combustor module for the Rolls-Royce Trent 900 used by
the Airbus A380, the world's largest passenger
airliner. Samsung Techwin is also a revenue-sharing participant
in the Boeing's 787 Dream liner GEnx engine program.
In 2010, Samsung announced a 10-year growth strategy
centred around five businesses. One of these businesses was to
be focused on biopharmaceuticals, to which the Company has
committed 2.1 trillion.
In December 2011, Samsung Electronics sold its hard disk
drive (HDD) business to Seagate.
In the first quarter of 2012, Samsung Electronics became
the world's largest mobile phone maker by unit sales,
overtaking Nokia, which had been the market leader since
1998.
In the August 21st edition of the Austin American-Statesman,
Samsung confirmed plans to spend 3 to 4 billion dollars
converting half of its Austin chip manufacturing plant to a more
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profitable chip. The conversion should start in early 2013 with
production on line by the end of 2013.
On August 24, 2012, a U.S jury ruled that Samsung had to
pay Apple Incorporated US$1.05 billion dollars in damages for
violating its patents on Smartphone technology. Samsung
decried the decision saying that the move could harm
innovation in the sector. It also followed a South Korean ruling
that said both companies were guilty of infringing on each
other's intellectual property. In the first trading after the ruling,
Samsung shares on the Kospi index fell 7.7%, the largest fall
since October 24, 2008, to 1,177,000 Korean won. Apple then
sought to ban the sales of eight Samsung phones (Galaxy S 4G,
Galaxy S2 AT&T, Galaxy S2 Skyrocket, Galaxy S2 T-Mobile,
Galaxy S2 Epic 4G, Galaxy S Showcase, Droid Charge and
Galaxy Prevail) in the United States which has been denied by
Judge Koh.
On September 4, 2012, Samsung announced it plans to
examine all of its Chinese suppliers for possible violations of
labor policies. The company said it will carry out audits of 250
Chinese companies that are its exclusive suppliers to see if
children under the age of 16 are being used in their factories.

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Samsung Company at a glance:
Founded 1993
Founder(s) Lee Byung-chull
Headquart Samsung Town, Suwon, South Korea

ers
Area Worldwide
served
Key Lee Kun-hee

people (Chairman of Samsung Electronics)
Products Apparel, chemicals, consumer electronics, electronic

components, medical equipment, precision
instruments, semiconductors, ships, telecommunications
equipment
Services Advertising, construction, entertainment, financial services,

hospitality, information and communications technology
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services, medical services, retail
Revenue US$ 220.1 billion (2011)
Net US$ 21.2 billion (2011)

income
Total US$ 343.7 billion (2011)

assets
Total US$ 141.1 billion (2011)

equity
Employee 344,000 (2011)

s
Subsidiari Samsung Electronics

es Samsung Life Insurance
Samsung Heavy Industries
Samsung C&T
Samsung SDS
Samsung Techwin etc.
Website Samsung.com
Acquisitions and attempted acquisitions:
For a company of its size Samsung has made relatively few
acquisitions
Rollel Swiss watch battle:
Samsung Techwin acquired a German camera-maker Rollei on
1995. Samsung (Rollei) used its optic expertise on the crystals
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of a new line of 100% Swiss-made watches, designed by a team
of watchmakers at Nouvelle Piquerez S.A. in
Bassequort, Switzerland. Rolex's decision to fight Rollei on
every front stemmed from the close resemblance between the
two names and fears that its sales would suffer as a
consequence. In the face of such a threat, the Geneva firm
decided to confront. This was also a demonstration of the Swiss
watch industry's determination to defend itself when an
established brand is threatened. Rolex sees this front-line battle
as vital for the entire Swiss watch industry. Rolex has
succeeded in keeping Rollei out of the German market. On 11
March 1995 the Cologne District court prohibited the
advertising and sale of Rollei watches on German territory.
Fokker, a Dutch aircraft maker:
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Samsung lost a chance to revive its failed bid to take over
Dutch aircraft maker Fokker when other airplane makers
rejected its offer to form a consortium. The three proposed
partners Hyundai, Hanjin and Daewoo have notified the
South Korean government that they will not join Samsung
Aerospace Industries Ltd.
AST Research:
Samsung bought AST (1994) and tried to break into North
America, but the effort foundered. Samsung was forced to close
the California-based computer maker following mass defection
of research staff and a string of losses.
FUBU clothing and apparel
In 1992, Daymond John had started the company with a hat
collection that was made in his house in the Queens area of
New York City. To fund the company, John had to mortgage his
house for $100,000. With his friends, namely J. Alexander
Martin, Carl Brown and Keith Perrin, half of his house was
turned into the first factory of FUBU, while the other half
remained as the living quarters. Along with the expansion of
FUBU, Samsung invested in FUBU in 1995.
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Lehman Brothers Holdings Asian operations:
Samsung Securities was one of a handful of brokerages looking
into Lehman Brothers Holdings. But Nomura Holdings has
reportedly waved the biggest check to win its bid for Lehman
Brothers Holdings Asian operations, beating out Samsung
Securities, Standard Chartered, and Barclays. Ironically, after
few months Samsung Securities Co., Ltd. and City of London-
based N M Rothschild & Sons (more commonly known simply
as Rothschild) have agreed to form a strategic alliance in
investment banking business. Two parties will jointly work on
cross border mergers and acquisition deals.
MEDISON Co., Ltd. - Ultrasound Monitors:
In December 2010, Samsung Electronics Co. bought MEDISON
Co., Ltd., a South Korean medical-equipment company, the first
step in a long-discussed plan to diversify from consumer
electronics.
Grandis Inc. - memory developer:
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In July 2011, Samsung announced that it had acquired spin-
transfer torque random access memory (MRAM) vendor
GrandisInc.Grandis will become a part of Samsung's R&D
operations and will focus on development of next generation
random-access memory.
Samsung and Sony joint venture - LCD display:
On December 26, 2011 the board of Samsung Electronics
approved a plan to buy Sony's entire stake in their 2004 joint
liquid crystal display (LCD) venture for 1.08 trillion won
($938.97 million).
MSpot, Inc - Music Service:
On May 9, 2012, mSpot announced that it had been acquired
by Samsung Electronics with the intention of a cloud based
music service. The succeeding service was Samsung Music
Hub.
NVELO, Inc. - Cache Software Developer:
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In December 2012, Samsung announced that it had acquired
the privately held storage software vendor NVELO, Inc., based
in Santa Clara, California.] NVELO will become part of
Samsung's R&D operations, and will focus on software for
intelligently managing and optimizing next-generation
Samsung SSD storage subsystems for consumer and enterprise
computing platforms.
Neurological - Portable CT scanner:
In January 2013, Samsung announced that it has acquired
medical imaging company Neurological, part of the
multinational conglomerates plans to build a leading medical
technology business. Terms of the deal were not disclosed.
Operations:
Samsung Group headquarters at Samsung, Seoul Samsung
comprises around 80 companies. It is highly diversified, with
activities in areas including construction, electronics, financial
services, shipbuilding and medical services.
In FY 2009, Samsung reported consolidated revenues of 220
trillion KRW ($172.5 billion). In FY 2010, Samsung reported
consolidated revenues of 280 trillion KRW ($258 billion), and

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profits of 30 trillion KRW ($27.6 billion) (based upon a KRW-USD
exchange rate of 1,084.5 KRW per USD, the spot rate as of
19 August 2011). However, it should be noted that these
amounts do not include the revenues from all of Samsung's
subsidiaries based outside South Korea.
Subsidiaries and affiliates:
As of April 2011 the Samsung Group comprised 59 unlisted
companies and 19 listed companies, all of which had their
primary listing on the Korea Exchange stock-exchange.
Principal subsidiary and affiliate companies of Samsung
include:
Ace Digitech:
Ace Digitech is listed on the Korea Exchange stock-exchange
(number 036550).
Cheil Industries:
Cheil Industries is listed on the Korea Exchange stock-exchange
(number 001300).
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Cheil Worldwide:
Cheil Worldwide is listed on the Korea Exchange stock-
exchange (number 030000).
Credu:
Credu is listed on the Korea Exchange stock-exchange (number
067280).
Market Korea:
Market Korea is listed on the Korea Exchange stock-exchange
(number 122900).
Samsung Card:
Samsung Card is listed on the Korea Exchange stock-exchange
(number 029780).
Samsung C&T Corporation:
Samsung C&T Corporation is listed on the Korea Exchange
stock-exchange (000830).
Samsung Electro-Mechanics:
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Samsung Electro-Mechanics, established in 1973 as a
manufacturer of key electronic components, is headquartered
in Suwon, Gyeonggi-do, South Korea. It is listed on the Korea
Exchange stock-exchange (number 009150).
Samsung Electronics:
Samsung Electronics Co., Ltd. is a multinational electronics and
information Technology Company headquartered in Suwon and
the flagship company of the Samsung Group. Its products
include air conditioners, computers, digital televisions, liquid
crystal displays (including thin film transistors (TFTs) and
active-matrix organic light-emitting diodes (AMOLEDs)), mobile
phones, monitors, printers, refrigerators, semiconductors and
telecoms networking equipment. It is the world's largest mobile
phone maker by unit sales in the first quarter of 2012; with a
global market share of 25.4%.It is also the world's second-
largest semiconductor maker by 2011 revenues (after Intel).
Samsung Electronics is listed on the Korea Exchange stock-
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The headquarters of Samsung Engineering in Seoul
Samsung Engineering:
Samsung Engineering Co., Ltd. is a multinational construction
company headquartered in Seoul. It was founded in January
1970. Its principal activity is the construction of oil refining
plants; upstream oil and gas facilities; petrochemical plants and
gas plants; steel making plants; power generation plants; water
treatment facilities; and other infrastructure. It achieved total
revenues of 9,298.2 billion won (US$8.06 billion) in 2011.
Samsung Engineering is listed on the Korea Exchange stock-
Samsung Fine Chemicals:
Samsung Fine Chemicals is listed on the Korea Exchange stock-
Samsung Fire & Marine Insurance:
Samsung Fire & Marine Insurance Co., Ltd. is a multinational
general insurance company headquartered in Seoul. It was
founded in January 1952 as Korea Anbo Fire and Marine

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Insurance Co., Ltd. and was renamed Samsung Fire & Marine
Insurance in December 1993. Samsung Fire & Marine Insurance
offers services including accident insurance, automobile
insurance, casualty insurance, fire insurance, liability insurance,
marine insurance, personal pensions and loans. As of March
2011 it had operations in 10 countries and 6.5 million
customers. Samsung Fire & Marine Insurance had a total
premium income of US$11.7 billion in 2011 and total assets of
US$28.81 billion at 31 March 2011. It is the largest provider of
general insurance in South Korea.
Samsung Fire has been listed on the Korea Exchange stock-
exchange since 1975 (number 000810).
Samsung Heavy Industries:
Samsung Heavy Industries Co., Ltd. is a shipbuilding and
engineering company headquartered in Seoul. It was founded
in August 1974. Its principal products are bulk carriers,
container vessels, crude oil tankers, cruisers, passenger ferries,
material handling equipment steel and bridge structures. It
achieved total revenues of 13,358.6 billion won in 2011 and is
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the world's second-largest shipbuilder by revenues
(after Hyundai Heavy Industries).
Samsung Heavy Industries is listed on the Korea Exchange
stock-exchange (number 010140).
Samsung Life Insurance:
Samsung Life Insurance Co., Ltd. is a multinational life
insurance company headquartered in Seoul. It was founded in
March 1957 as Dongbang Life Insurance and became an
affiliate of the Samsung Group in July 1963.Samsung Life's
principal activity is the provision of individual life insurance and
annuity products and services. As of December 2011 it had
operations in seven countries, 8.08 million customers and
5,975 employees. Samsung Life had total sales of 22,717 billion
won in 2011 and total assets of 161,072 billion won at 31
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December 2011. It is the largest provider of life insurance in
South Korea.
Samsung Life Insurance is listed on the Korea Exchange stock-
Samsung Machine Tools:
Samsung Machine Tools of America is a national distributor of
machines in the United States.
Samsung SDI:
Samsung SDI is listed on the Korea Exchange stock-exchange
(number 006400). On December 5, 2012 the antitrust
regulators of European Union fined Samsung SDI and several
other major companies for fixing prices of TV cathode-ray
tubes in two cartels lasting nearly a decade.
Samsung Securities:
Samsung Securities is listed on the Korea Exchange stock-
Samsung Techwin:
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Samsung Techwin is listed on the Korea Exchange stock-
Shilla Hotels and Resorts:
Shilla Hotels and Resorts is listed on the Korea Exchange stock-
SI Corporation:
SI Corporation is listed on the Korea Exchange stock exchange
(number 012750).
Joint ventures
Current
aT Grain
State-run Korea Agro-Fisheries Trade Corp. set up the venture,
aT Grain Co., in Chicago, with three other South Korean
companies, Korea Agro-Fisheries owns 55 percent of aT Grain,
while Samsung C&T Corp, Hanjin Transportation Co. and STX
Corporation. Each holds 15 percent.
Brooks Automation Asia:
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Brooks Automation Asia Co., Ltd. is a joint venture
between Brooks Automation (70%) and Samsung (30%) which
was established in 1999. The venture locally manufactures and
configure vacuum wafer handling platforms and 300mm Front-
Opening Unified Pod (FOUP) load port modules, and designs,
manufactures and configures atmospheric loading systems for
flat panel displays.
POSCO-Samsung Slovakia Steel Processing Center:
Company POSS - SLPC s.r.o. was founded in 2007 as a
subsidiary of Samsung C & T Corporation, Samsung C & T
Deutschland and the company POSCO.
Samsung Air China Life Insurance:
Samsung Air China Life Insurance Co., Ltd. is a 50:50 joint
venture between Samsung Life Insurance and China National
Aviation Corporation. It was established in Beijing in July 2005.
Samsung Bioepis:
Samsung Bioepis is a joint venture between Samsung Biologics
(85%) and the United States-based Biogen Idec (15%).
Samsung Biologics:
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Samsung Electronics Co. and Samsung Ever land Inc. will each
own a 40 percent stake in the venture, with Samsung C&T Corp.
and Durham, North Carolina-based Quintiles each holding 10
percent. It will contract-make medicines made from living cells,
and Samsung Group plans to expand into Producing copies of
biologic including Rituxan
,theleukemia and lymphoma treatment sold by Roche Holding
AG and Biogen Idec Inc.
Samsung BP Chemicals:
Samsung BP Chemicals Co., Ltd is a 50:50 joint venture
between Samsung and the United Kingdom-based BP, which
was established in 1989 to produce and supply high-value-
added chemical products.
Samsung Corning Precision Glass:
Samsung Corning Precision Glass is a joint venture between
Samsung and Corning, which was established in 1973 to
manufacture and market cathode ray tube glass for black and
white televisions. The companys first LCD glass substrate
manufacturing facility opened in Gumi, Korea in 1996.
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Samsung Sumitomo LED Materials:
Samsung Sumitomo LED Materials is a Korea-based joint
venture between Samsung LED Co., Ltd., an LED maker based
in Suwon, Korea-based and the Japan-based Sumitomo
Chemical. The JV will carry out research and development,
manufacturing, and sales of sapphire substrates for LEDs.
Samsung Thales:
Samsung Thales Co., Ltd. (until 2001 known as Samsung
Thomson-CSF Co., Ltd.) is a joint venture between Samsung
Techwin and the France-based aerospace and defence
company Thales. It was established in 1978 and is based in
Seoul.
Samsung Total:
Samsung Total is a 50:50 joint venture between Samsung and
the France-based oil group Total S.A. (more specifically
Samsung General Chemicals and Total Petrochemicals).
SB LiMotive:
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SB LiMotive is a 50:50 joint company of Robert Bosch GmbH
(commonly known as Bosch) and Samsung SDI founded in June
2008. The joint venture develops and manufactures lithium-ion
batteries for use in hybrid-, plug-in hybrid vehicles and electric
vehicles.
SD Flex:
SD Flex Co., Ltd. was founded on October 2004 as a joint
venture corporation by Samsung and DuPont, one of the world's
largest chemical company.
Sermatech Korea:
Sermatech owns 51% of its stock, while Samsung owns the
remaining 49%. The U.S. firm
Sermatech International, for a business focusing on highly
specialized aircraft construction processes such as special
welding and brazing.
Siam Samsung Life Insurance:
Samsung Life Insurance holds a 37% stake while Saha Group
also has a 37.5% stake in the joint venture, with the remaining
25% owned by Thana chart Bank.
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Toshiba Samsung Storage Technology:
Toshiba Samsung Storage Technology Corporation (TSST) is
joint venture between Samsung Electronics and Toshiba of
Japan which specializes in optical disc drive manufacturing.
TSST was formed in 2004, and Toshiba owns 51% of its stock,
with Samsung owns the remaining 49%.
Alpha Processor:
In 1998, Samsung created a U.S. joint venture with Compaq
called Alpha Processor Inc. (API)--to help it enter the high-end
processor market. The venture was also aimed at expanding
Samsung's non-memory chip business by fabricating Alpha
processors. At the time, Samsung and Compaq invested $500
million in Alpha Processor.
GE-Samsung Lighting:
GE Samsung Lighting was a joint venture between Samsung
and the GE Lighting subsidiary of General Electric. The venture
was established in 1998 and was broken up 2009.
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Global Steel Exchange:
Global Steel Exchange was a joint venture formed in 2000
between Samsung, the United States-based Cargill, the
Switzerland-based Duferco Group, and the Luxembourg-based
Trademarked (now part of the ArcelorMittal), to handle their
online buying and selling of steel.
S-LCD:
S-LCD Corporation was a joint venture between Samsung
Electronics (50% plus one share) and the Japan-based Sony
Corporation (50% minus one share) which was established in
April 2004. On December 26, 2011, Samsung Electronics
announced that it would acquire all of Sony's shares in the
venture.
Partially owned companies:
AtlanticoSul:
Samsung Heavy Industries currently owns 10 percent of the
Brazilian shipbuilder AtlanticoSul, which operates the largest
shipyard in South America.
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Joao Candido, the largest ship built to date in Brazil, was built
by AtlanticoSul with technology supplied by Samsung Heavy
Industries.
DGB Financial Group:
Samsung Life Insurance currently holds a 7.4% stake in the
South Korean banking company DGB Financial Group, making it
the largest shareholder.
Doosan Engine:
Samsung Heavy Industries currently holds a 14.1 percent stake
in Doosan Engine, making it the second-biggest shareholder.
Korea Aerospace Industries:
Samsung Techwin currently holds a 10 percent stake in Korea
Aerospace Industries (KAI). Other major shareholders include
the state-owned Korea Finance Corporation (26.75
percent), Hyundai Motor (10 percent) and Doosan (10 percent).
MEMC KOREA:
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MEMC's joint venture with Samsung Electronics Company, Ltd.
In 1990, MEMC entered into a joint venture agreement to
construct a silicon plant in Korea.
Rambus Incorporated:
Samsung currently owns 4.19 percent of Rambus Incorporated.
Renault Samsung Motors:
Samsung currently owns 19.9 percent of the automobile
manufacturer Renault Samsung Motors.
Seagate Technology:
Samsung currently owns 9.6 percent of Seagate Technology,
making it the second-largest shareholder. Under a shareholder
agreement, Samsung has the right to nominate an executive to
Seagates Board of Directors.
SungjinGeotec:
Samsung Engineering holds a 10 percent stake in
SungjinGeotec, an offshore oil drilling company that is a
subsidiary of POSCO.
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Taylor Energy:
Taylor Energy is an independent American oil company that
drills in the Gulf of Mexico based in New Orleans, Louisiana.
Samsung Oil & Gas USA Corp., subsidiaries of Samsung,
currently owns 20% of Taylor Energy.
Major customers:
The world's largest oil and gas project, Sakhalin II- Lunskoye
platform under construction. The topside facilities of the LUN-A
(Lunskoye) and PA-B (PiltunAstokhskoye) platforms are being
built at the Samsung Heavy Industry shipyard in South Korea.
Major customers of Samsung include:
Royal Dutch Shell
Samsung Heavy Industries will be the sole provider of liquefied
natural gas (LNG) storage facilities worth up to US$50 billion
to Royal Dutch Shell for the next 15 years.
Shell has unveiled plans to build the world's first floating
liquefied natural gas (FLNG) platform. At Samsung Heavy
Industries' shipyard on Geoje Island in South Korea, work is

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about to start on a "ship" that, when finished and fully loaded,
will weigh 600,000 tonnes the world's biggest "ship". That is
six times as much as the biggest US aircraft carrier.
United Arab Emirates government
A consortium of South Korean firms - including Samsung, Korea
Electric Power Corp and Hyundai - has won a deal worth 40
billion dollars to build nuclear power plants in the United Arab
Emirates.
Ontario government
The government of the Canadian province of Ontario signed off
one of the world's largest renewable energy projects, signing a
$6.6bn deal that will result in 2,500 MW of new wind and solar
energy capacity being built. Under the agreement a consortium
led by Samsung and the Korea Electric Power Corporation
will manage the development of 2,000 MW-worth of new wind
farms and 500 MW of solar capacity, while also building a
manufacturing supply chain in the province.
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Organizational structure:
Advisor
Board of directors/ceo/chairman
House Assistant
counsel to the
chairman
President
Chief
Accounta auditor
nt
Vise Vise
president/finan president
ce
CFO CMO CPO coo cco
BRINDAVAN COLLEGE
Page 72
BOARD OF DIRECTORS
Oh-Hyun Kwon
ViceChairman& CEO, Samsung Electronics, Head, Device

Solutions, Samsung Electronics (2012~Present).
Gee-Sung Choi
Head, Corporate Strategy Office (2012~Present)
Ju-Hwa Yoon
President& CFO, DMC Management Office, Samsung
Electronics,
President & CFO, Corporate Management Office, Samsung
Electronics (2011~Present)
Dong-Min Yoon
Attorney at Law, Kim & Chang Law Office (1999~Present)

BRINDAVAN COLLEGE
Page 73
In-Ho Lee
Corporate Advisor, Shinhan Bank (2009~2011)
Han-Joong Kim
Professor Emeritus, Yonsei University (2012~Present)
Byeong-Gi Lee
Professor of Electrical Engineering, Seoul National University
(1986~Present)
Functional Chart
CPO
CFO CMO CPO coo cco
Purchasin Receiving Retail Custo

g
BRINDAVAN COLLEGE and Sales mer
Page 74 Intentry
Wholesale Order Accountin

sales Entry g and
billing
BRINDAVAN COLLEGE
Page 75
SAMSUNG'S HISTORY AND ACHIEVEMENT

From its inception as a small export business in Taegu, Korea, Samsung has
grown to become one of the worlds leading electronics companies, specializing
in digital appliances and media, semiconductors, memory, and system
integration. Today Samsung's innovative and top quality products and processes
are world recognized. This timeline captures the major milestones in Samsung's
history, showing how the company expanded its product lines and reach, grew
its revenue and market share, and has followed its mission of making life better
for consumers around the world.
Pioneering the Digital Age
The digital age has brought revolutionary change and opportunity to global
business, and Samsung has responded with advanced technologies, competitive
products, and constant innovation.
Present - 2000 Pioneering the Digital Age
2000 - 1997 Advancing the Digital Frontier
1997 - 1994 Becoming a Global Force
1994 - 1990 Competing in a Changing Tech World
1990 - 1980 Entering the Global Marketplace
BRINDAVAN COLLEGE
Page 76
1980 - 1970 Diversifying in Industries and Electronics
1970 - 1938 Samsungs Beginnings
2000-Present Pioneering the Digital Age

The digital age has brought revolutionary change and opportunity to global
business, and Samsung has responded with advanced technologies, competitive
products, and constant innovation. At Samsung, we see every challenge as an
opportunity and believe we are perfectly positioned as one of the world's
recognized leaders in the digital technology industry.
Our commitment to being the world's best has won us the No.1 global market
share for 13 of our products, including semiconductors, TFT-LCDs, monitors
and CDMA mobile phones. Looking forward, we're making historic advances in
research and development of our overall semiconductor line, including flash
memory and non-memory, custom semiconductors, DRAM and SRAM, as well
as producing best-in-class LCDs, mobile phones, digital appliances, and more.
BRINDAVAN COLLEGE
Page 77
CHAPTER-4
DATA ANALYSIS
AND
BRINDAVAN COLLEGE
Page 78
INTERPRETATION
BRINDAVAN COLLEGE
Page 79
TABLE 1
Table showing ages of Respondents:
Sl.N Age (years) No.of Percentag
o. Responde e
nts
1 18-25 15 18.75%
2 25-30 26 32.50%
3 35-40 33 41.25%
4 Above 40 6 7.50%
Total 80 100
BRINDAVAN COLLEGE
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GRAPH -1
MONTHLY INCOME OF RESPONDENTS

35 33
30
26
25
18-25 25-30 20
35-40 Above 40
15
NUMBER OF RESPONDENTS 15
10
6
5
1
0
BRINDAVAN COLLEGE
Page 81
BRINDAVAN COLLEGE
Page 82
TABLE 2
Table showing Gender of Respondents:
Sl.N Gender No.of Percentag
o. Responde e
nts
1 male 52 65%
2 Fe-male 28 35%
Total 80 100
BRINDAVAN COLLEGE
Page 83
GRAPH -2

60
52
50
40
male female
30 28
NUMBER OF RESPONDENTS
20
10
1
0
BRINDAVAN COLLEGE
Page 84
BRINDAVAN COLLEGE
Page 85
TABLE 3
Table showing occupation of Respondents:
Sl.N Age (years) No.of Percentag
o. Responde e
nts
1 Businessman 09 11.25%
2 Employed 39 48.75%
3 Doctor 03 3.75%
4 Students 29 36.25%
Total 80 100
BRINDAVAN COLLEGE
Page 86

39
40
35
30 29
25
businessman employed doctor students
20
15
9
10
5 3
1
0
1
GRAPH -3
BRINDAVAN COLLEGE
Page 87
TABLE 4
Table showing Monthly income of Respondents:
Sl.N Income No.of Percentag
o. Responde e
nts
1 Below Rs.10000 05 06%
2 Rs.10000- 36 45%
Rs.20000
3 Rs.20000-Rs . 24 30%
30000
4 Above Rs.30000 15 19%
Total 80 100
ANALYSIS:
The above table shows that 45% of the respondents belong to
the income group of Rs.10,000-Rs20,000. The people of
income group RS 20,000-30,000 with 30% follow them
respectively.
As income group ABOVE RS 30,000 are followed with 19%
respectively. And 6% of respondents with an income group of
below 10,000/- per month.

BRINDAVAN COLLEGE
Page 88
This is represented with a graph.
GRAPH -4

40
36
35
Below Rs.10000 Rs.10000-Rs.20000 Rs.20000-Rs.30000
30
25 24
20
15
15
Above Rs.30000
10
5
5
1
0
BRINDAVAN COLLEGE
Page 89
INFERENCE:
From the survey it is clear that the middle-high class group of
people is much going for the Samsung products.
BRINDAVAN COLLEGE
Page 90
TABLE 5
Table showing from where Respondents get information
about Samsung:
Sl.N Source No.of Percenta
o. Responden ge
ts
1 Advertisements 50 64%
2 Dealers 07 08%
3 Friends & 15 19%
Relatives
4 Mechanics 08 09%
Total 80 100%
ANALYSIS:
According to the survey, the customers are mainly
influenced by the advertisements in different Medias, which
stand at 64%. Friends and relatives next to follow with 19%,
which influences to buy the Samsung products And 9% & 8% of
respondents obtained the information through mechanics and
dealers respectively.
BRINDAVAN COLLEGE
Page 91
GRAPH-5
BRINDAVAN COLLEGE
Page 92
INFERENCE:
From the survey it is clear that people due to advertisement
much going for Samsung products.
TABLE 6
Table showing total number of brands considered before buying
Samsung products:
Sl.No No.of No.of Percenta
. Brands Responden ge
ts
1 One 00 00%
2 Two 14 18%
3 Three 58 72%
4 Four & 08 10%
BRINDAVAN COLLEGE
Page 93
above
Total 80 100%
ANALYSIS:
72% of the customers have considered three brands before
taking the final decision to buy the Samsung products, and 18%
of the customers have considered two brands. And 10% of
respondents have considered four and above brands before
buying Samsung products.
GRAPH-6
BRINDAVAN COLLEGE
Page 94
NUMBER OF BRANDS CONSIDERED BY RESPONDENTS BEFORE BUYING SAMSUNG PRODUCTS

58
60
50
40
One Two Three Four & above
NUMBER OF RESPONDENTS 30
20 14
8
10
1
0
0 1
INFERENCE:
BRINDAVAN COLLEGE
Page 95
This shows that the Samsung is competing with at least 3
brands of products in the market and stands in its own position
in sales.
TABLE 7
Table showing time taken for final decision to buy Samsung
products by the Respondents:
Sl.N Time taken No.of Percentag
o. Responden e
ts
1 Within a Week 10 12%
2 Within a 15 19%
Month
3 Within 3 43 54%
Months
4 Above 3 12 15%
Months
Total 80 100%
ANALYSIS:
BRINDAVAN COLLEGE
Page 96
By the above table it is clear that 54% of the respondents took
time for final decision to buy the Samsung products.
Respectively 19% of the costumers next to follow within a
month to buy the same.And 12% & 15% of the respondents
took time for final decision to buy BSNL that is within a week
and above 3 months respectively.
GRAPH-7
BRINDAVAN COLLEGE
Page 97
INFERENCE:
This makes clear that the consumers will be always aware
regarding the market and they take time to think, to go for any
product.
TABLE 8
Table showing who makes the final decision to buy the
Samsung product:
Sl.N Decision No. of Percenta
BRINDAVAN COLLEGE
Page 98
o. taken by Responde ge
nts
1 Solely 22 27%
2 Along with 19 24%
parents
3 Spouse 28 35%
4 Friends 11 14%
5 Children 00 00%
6 Others 00 00%
Total 80 100%
ANALYSIS:
The above table shows that 35% of the consumers made
decision with spouse. And secondly 27% of the customers took
decision solely. Along withparents as next to follow with
24%. & 14% of the respondents made their decision with
friends regarding buying the Samsung products.
GRAPH-8
BRINDAVAN COLLEGE
Page 99
WHO MADE THE FINAL DECISION IN BUYING SAMSUNG PRODUCT
30 28
25 22
19
20 Friends Childrens Others
Solely Along with parents Spouse
NUMBER OF RESPONDENTS 15 11
10
5
1
0
1 0 0
INFERENCE:
BRINDAVAN COLLEGE
Page 100
From the above, it is clear greater no. of consumer made
decision with spouse.
TABLE 9
Table showing how often the Samsung product is used by the
respondents.
Sl.No. Frequenc No.of Percentage
y Responde
nts
1 Every day 62 78%
2 Weekly 14 17%
3 Occasionall 04 05%
y
Total 80 100%
ANALYSIS:
BRINDAVAN COLLEGE
Page 101
This table shows that the 78% respondents of use the
telephone for daily use. And 17% of the customers are next to
follow with; who use the Samsung weekly. And 5% of the
respondents use their cars occasionally
Even this is represented in the form of graph.
GRAPH-9
FREQUENCY OF SAMSUNG PRODUCTS USED BY THE RESPONDENTS
100%
100%
78%
50% 200%
0% 17%
300%
Every day 5%
Weekly
Occasionally
BRINDAVAN COLLEGE
Page 102
INFERENCE:
From this graph we can make out that businessmen,
individuals, professionals, small family and office going people
are the most using the SAMSUNG PODUCTS.
TABLE 10
Table showing number of users of SAMSUNG PODUCTS in a
family:
Sl.No. Users No.of Percentag
BRINDAVAN COLLEGE
Page 103
Respondents e
1 One 43 53%
2 Two 19 24%
3 Three 14 18%
4 Four & 04 05%
above
Total 80 100%
ANALYSIS:
This table shows that the 53% of the respondents use the care
solely. Two users are next to follow with 24% respectively. Three
users are next to follow with 18% respectively.
This is represented in the graphical form.
GRAPH-10
BRINDAVAN COLLEGE
Page 104
NUMBER OF USERS OF SUMSANG IN A FAMILY
5%
18%
One Tw o Three Four & above
53%
24%
INFERENCE:
BRINDAVAN COLLEGE
Page 105
Here 53% of the respondents opinioned that telephone are
used by one person in the family. And 24% of the respondents
opinioned that telephone are used by two persons in the family.
And 18% of them claimed that 3 persons are using the
telephone in the family. 5% respondents opinioned that 4 and
above use the telephone in the family.
TABLE 11
Table showing how the Respondents rate the new
technology in SAMSUNG PRODUCTS:
Sl.N Opinion No.of Percentag
o. Responde e
nts
1 Fair 09 11%
2 Good 55 69%
3 Excellent 16 20%
4 Not upto 00 00%
expected level
Total 80 100%
ANALYSIS:
BRINDAVAN COLLEGE
Page 106
This table clearly the 69% indicates that the customers find
GOOD technology and 20% 0f the respondents follow with the
opinion EXCELLENT. And remaining 11% of the respondents
with the opinion of FAIR.
This is represented in the graphical form.
GRAPH-11
BRINDAVAN COLLEGE
Page 107
INFERENCE:
From the survey it is clear that majority of the respondents
gave their opinion about new technology in Samsung products
as good technology.
TABLE 12
Tables showing how often the Respondents go for
Service:
BRINDAVAN COLLEGE
Page 108
Sl.N Frequency No.of Percenta
o. Responden ge
ts
1 Weekly 00 00%
2 Monthly 16 20%
3 Once in 3 44 55%
Months
4 Once in 6 12 16%
Months
5 Not frequently 08 09%
Total 80 100%
ANALYSIS:
This table shows that the 55% of the respondents go for service
ONCE IN 3 MONTHS. And other 20% of the respondents go for
ONCE IN 6 MONTHS. And next to follow is with 16% of the
respondents go ONCE IN A MONTH.
This is represented in graphical form.
GRAPH-12
BRINDAVAN COLLEGE
Page 109
HOW OFTEN THE RESPONDENTS GO FOR SERVICING THE SAMSUNG PRODUCT
Weekly Monthly Once in 3 Months Once in 6 Months Not frequently
INFERENCE:
BRINDAVAN COLLEGE
Page 110
From the survey it is clear that majority of the respondents go
for service once in a 3 months.
TABLE 13
Table showing the Quality of SAMSUNG PODUCTS:
Sl.No. Opinion No.of Percentag
Responden e
ts
1 Excellent 15 19%
2 Good 54 67%
3 Fair 11 14%
4 Poor 00 00%
Total 80 100%
ANALYSIS:
From the above table it is clear that 67% of the customers
believes that the Samsungs products are GOOD. And are rated
BRINDAVAN COLLEGE
Page 111
as excellent by the 19% of the respondents and as by the 14%
respondents says fair.
This is represented in a graphical form.
GRAPH-13
BRINDAVAN COLLEGE
Page 112
INFERENCE:
This makes clear that most of customer believe that the
qualities of SAMSUNG PRODUCTS are good.
TABLE 14
Table showing the rate of the Samsung product concerned
with price:
Sl.No. Rate No. of Percenta
BRINDAVAN COLLEGE
Page 113
Respondent ge
s
1 Cheap 00 00%
2 Reasonabl 64 80%
e
3 Too Costly 16 20%
Total 80 100%
ANALYSIS:
This table clearly shows that the respondents have shown
satisfactory results with spares concerned with price factor,
which stands at 80%. No respondents consider it as low
price.Too costly as next to follow with 20% respectively.
GRAPH-14
BRINDAVAN COLLEGE
Page 114
HOW THE RATE OF THE SAMSUNG PRODUCT CONCERNED WITH PRICE
Cheap Reasonable Too Costly
INFERENCE:
BRINDAVAN COLLEGE
Page 115
From the above, it is clear that the respondents believe that the
rate of call concerned with prices should be reasonable.
TABLE 15
Table showing satisfaction of respondents regarding
service of SAMSUNG PODUCTS:
Sl.No. Opinion No.of Percenta
Responden ge
ts
1 Excellent 14 18%
2 Good 58 72%
3 Fair 08 10%
4 Poor 00 00%
Total 80 100%
ANALYSIS:
This table shows with regards to satisfaction of respondents.
72% of the respondents were highly satisfied with the service
BRINDAVAN COLLEGE
Page 116
done by the company. This shows that the wide range of
customers have accepted the service renders capability.And
18% & 10% of the respondents consider excellent and fair
respectively
GRAPH-15
BRINDAVAN COLLEGE
Page 117
INFERENCE:
The above survey shows that most of the respondents believe
that the service done by the companies are good.
BRINDAVAN COLLEGE
Page 118
CHAPTER-5
SUMMARY OF
FINDINGS AND
CONCLUSION
BRINDAVAN COLLEGE
Page 119
SUMMARY OF MAIN FINDINGS
1) 41.25% of the respondants are aged between 35-40.
2) 65% of respondants are male.
3) 48.75% of the customers are professionals and 30% of
them are self employed and salaried.
4) 45% of the customers monthly income is between Rs.
10000/- to 20000Rs.
5) 64% of the customers get to know about Samsung
products through advertisement.
6) Most of the times, three brands are considered before
buying Samsung products.
7) Spouse makes the final decision to buy the Samsung
8) 80% o the customers have not received any compliment
form the SAMSUNG for any occasions.
9) From the survey I found out that the respondents believe
that the rate of call concerned with prices should be
reasonable.
10) From the survey I found out thatmost of the respondents
believe that the service done by the companies are good.
BRINDAVAN COLLEGE
Page 120
CONCLUSION
To sum up the art of consumer behaviour plays a very
significant role contributing to the organizations goals, image,
survival and growth.
When consumer satisfaction is improved it spreads satisfaction
to the employees, supervisors, manager . It even helps society
and the nation through better utilization of the resources of the
SAMSUNG.
The SAMSUNG has adopted so many new techniques to attract
the customers. But there is no effective implementation. If done
effectively the SAMSUNG not only satisfy the customers but it
can also delight them, which is very important for the growth of
business of the bank.
Many experts have played very important role in consumer
behaviour technique. Every bank or organizations has to select
the right techniques suitable for the organization so as to give
full satisfaction to the customers.
BRINDAVAN COLLEGE
Page 121
CHAPTER-6
RECOMMENDATION
S AND
SUGGESTIONS
BRINDAVAN COLLEGE
Page 122
RECOMMENDATIONS AND SUGGESTION
1) Schemes: Attractive schemes should be provided for the
customers and also the SAMSUNG should start giving
more facility to its customers without much complications.
2) Compliments: SAMSUNG can provide its customers with
compliment gifts like calendar or a dairy notifying
where the customers are delighted.
3) Customer research study: The SAMSUNG can do a
customer research study, yearly or half yearly to get more
information about the customers likes, dislikes and can
change the attitudes and policies to provide satisfaction to
the customers.
BRINDAVAN COLLEGE
Page 123
4) Advertisement: SAMSUNG customer are unaware of its
schemes, other schemes, simply because the lacks
publicity, so it requires more advertisement.
Advertisement can be made in the following ways
according to the SAMSUNG convenient:
a) Advertisement can be made through print media &
TV
5) Training schemes for employees: The SAMSUNG
should implement a well designed training scheme for
employees with regard to the proper
method like TQM (Total Quality Management), PD (Product
development), stimulation which helps in dealing with
customers that inturn will help both the customers and
also the SAMSUNG to improve its business.
6) The foremost suggestion, which I have to give, is reduction
in minimum balance and initial deposit. They must reduce
to some minimum amount.
7) Reception area: To avoid waiting time of customers the
SAMSUNG can provide enough number of chairs with TV
BRINDAVAN COLLEGE
Page 124
and light music facility, which in turn help in reducing the
burden of waiting time.
8) SAMSUNG should provide the convenient parking facility
to the customers.
9) Response from the employees: All employees should give
proper response to the employees when customers have
any doubts.
10) Majority of the customers of SAMSUNG feel that service is
good but not excellent.
11) Awareness of some of the services like Campus, Senior
citizens services among the people is less.
12) Door service facility: SAMSUNG was introducing the door
service facility but they are not implementing effectively.
So customers are dissatisfying with this facility.
13) SAMSUNG is concentrating only a high class and higher
middle class people. It has to concentrate on lower middle
class people also.
BRINDAVAN COLLEGE
Page 125
BRINDAVAN COLLEGE
Page 126
CHAPTER-
APPENDICES AND
ANNEXURES
BRINDAVAN COLLEGE
Page 127
APPENDICES AND ANNEXURES
QUESTIONNAIRE
TITLE: A STUDY ON CUSTOMER SATISFACTION
TOWARDS SAMSUNG
Respected Sir/Madam
I am MOHAMMED GUFRAN, III year BBM student, as part of my
curriculum I am preparing a project report on the title A STUDY
ON- CONSUMER SATISFACTION TOWARDS SAMSUNG. So
kindly lend me few valuable minutes for your response.
Name: .
Address:
.
Mobile No: .
Occupation: .
1.AGE
BRINDAVAN COLLEGE
Page 128
18-25 [ ]
25.30 [ ]
30-35 [ ]
40&above [ ]
2. Gender:-
Male [ ]
Female [ ]
3. OCCUPATION:-
Businessman [ ]
Employed [ ]
Doctor Housewife [ ]
Students [ ]
BRINDAVAN COLLEGE
Page 129
4. ANNUAL INCOME:-
Below 10,000 [ ]
10,000-20,000 [ ]
20,000-30,000 [ ]
Above 30,000 [ ]
5. Have you seen the advertisement of Samsung? If yes
which media?
Television [ ]
Newspaper [ ]
Magazine [ ]
Hoardings [ ]
6. Total number of brands considered before buying Samsung
products?
One [ ]
Two [ ]
Three [ ]
Four & Above [ ]
BRINDAVAN COLLEGE
Page 130
7. How much time taken for final decision to buy Samsung
products by you?
Within a Week [ ]
Within a Month [ ]
Within 3 Months [ ]
Above 3 Months [ ]
8. Who makes the final decision to buy the Samsung product?
Solely [ ]
Along with parents [ ]
Spouse [ ]
Friends [ ]
9How often the Samsung product is used by you?
Every day [ ]
Weekly [ ]
Occasionally [ ]
BRINDAVAN COLLEGE
Page 131
10. How many Number of users of SAMSUNG PRODUCTS in a
family?
One [ ]
two [ ]
Three [ ]
four& above [ ]
11. How will you rate the new technology in SAMSUNG
PRODUCTS?
Fair [ ]
Good [ ]
Excellent [ ]
Not Satisfactory [ ]
12. How often the you go for Service?
Weekly [ ]
Monthly [ ]
BRINDAVAN COLLEGE
Page 132
Once in 3 Months [ ]
Once in 6 Months [ ]
Not frequently [ ]
13. How will you rate the Samsung product concerned with
price?
Cheap [ ]
Reasonable [ ]
Too costly [ ]
14. Are you satisfy with the service of Samsung product?
Excellent [ ]
Good [ ]
Fair [ ]
Poor [ ]
Thank you for your Kind and Honest response
BRINDAVAN COLLEGE
Page 133
Date: -
Sign/-
CHAPTER-8
BIBLIOGRAPHY
BRINDAVAN COLLEGE
Page 134
REFERENCES
Books:
NAME OF THE BOOKAUTHOR

Marketing management Philip Kotler
Product Management M . shiv Kumar
Business Research Method Reddy, Appannaiah
Website:
www.google.com
www.Samsung.org.
www.Samsung.co.in.
News paper:
BRINDAVAN COLLEGE
Page 135
Times of India
Magazine:
Business Today
BRINDAVAN COLLEGE
Page 136

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A STUDY ONCUSTOMER SATISFACTION TO WARDS SAMSUNG

BACHELOR OF BUSINESS MANAGEMENT

Under The Guidance Of

Research Design 25-30

Company Profile 31-67

Data analysis and interpretation 68-92

Summary of findings and 93-95

Recommendations and 96-99

Appendices And Annexure 100-106

TABLE OF THE GRAPH

1. Graph Showing Monthly Income of Respondents 69-70

2. Graph Showing From Where Respondents Get 71-72

3. Graph Showing Total Number Of Brands 73-74

4. Graph Showing Time Taken For Final Decision To 75-76

5. Graph Showing Who Makes The Final Decision To 77-78

6. Table Showing How Often The Samsung Product is 79-80

7. Graph Showing number of users of Samsung 81-82

8. Graph Showing how the Responde0nts rate the 83-84

9. Graph showing how often the Respondents go for 85-86

2. Table Showing From Where Respondents Get 71

3. Table Showing Total Number Of Brands Considered 73

4. Table Showing Time Taken For Final Decision To Buy 77

5. Table Showing Who Makes The Final Decision To 79

6. Table Showing How Often The Samsung Product is 81

7. Table Showing number of users of Samsung 83

8. Table Showing how the Respondents rate the new 85

9. Table showing how often the Respondents go for 87

About the mobile industry

The history of mobile phones charts the development of

devices which connect wirelessly to the public switched

telephone network. The transmission of speech by radio has a

long and varied history going back to Reginald Fessenden's

invention and shore-to-ship demonstration of radio telephony,

through the Second World War with military use of radio

telephony links. Hand-held radio transceivers have been

available since the 1940s. Mobile telephones for automobiles

became available from some telephone companies in the

the network supported only a few simultaneous conversations.

Modern cellular networks allow automatic and pervasive use of

mobile phones for voice and data communications.

In the United States, engineers from Bell Labs began work on a

system to allow mobile users to place and receive telephone

calls from automobiles, leading to the inauguration of mobile

service on 17 June 1946 in St. Louis, Missouri. Shortly

after, AT&T offered Mobile Telephone Service. A wide range of

mostly incompatible mobile telephone services offered limited

coverage area and only a few available channels in urban

areas. The introduction of cellular technology, which allowed re-

use of frequencies many times in small adjacent areas covered

by relatively low powered transmitters, made widespread

adoption of mobile telephones economically feasible.

The advances in mobile telephony can be traced in

successive generations from the early "0G" services like MTS

and its successor Improved Mobile Telephone Service, to first

generation (1G) analog cellular network, second generation

(2G) digital cellular networks, third generation (3G) broadband

data services to the current state of the art, fourth generation

(4G) native-IP networks.

Motorola and Bell Labs raced to be the first to produce a

handheld mobile phone. That race ended on 3 April 1973

when Martin Cooper, a Motorola researcher and executive,

made the first mobile telephone call from handheld subscriber

equipment, placing a call to Dr. Joel S. Engel of Bell Labs. The

prototype handheld phone used by Dr. Martin Cooper weighed