Presentation

Presentation on
Measuring Customer Satisfaction
on SAMSUNG Mobile Handset

Submitted To
Sultana Razia Chowdhury
Assistant Professor
Department of Marketing
 Arpan Das :12-026-101-05818
 Tuli Das :12-026-101-05696
 Preya Chowdhury :12-026-101-05740
 Rahad Uddin :12-026-101-05748
 Tazammal Hossain Khan :12-026-101-05816
The SAMSUNG has adopted with so many
new techniques to attract the customers.
SAMSUNG not only satisfy the customers but
it can also delight customer which is very
important for the growth of business .
 Objectives

Main Sub objective:

objective : a.To find out customer satisfaction on Image of Samsung
Mobile Handset
Measuring
customer b.To find out customer satisfaction on expectation of
Samsung Mobile Handset
satisfaction on
SAMSUNG c.To find out customer satisfaction on perceived quality of
Samsung Mobile Handset

d.To find out customer satisfaction on perceived value of

Samsung Mobile Handset

e.To find out customer satisfaction on loyalty of Samsung

Mobile Handset
METHODOLOGY
Questionnaire

Research design

Data collection &

preparation
Methodology
Data analysis

Descriptive Statistics,
Regression, factor , correlation
A. Questionnaire Preparation
We can design our questionnaire by using Liker 10 point rating scale
B. Research design
Our research will be causal research.
C. Data collection and preparation
We are 5 members in the group. We will select 25 customers for
each member which means a total of 125 customers of SAMSUNG.
We select sample by personal judgement by non probability
sampling method.
We collect data from GEC, Mehendibag, Rahamat gonj, Jamal
khan, Kajir Dewri, new market area from May 16 to May 20.
D. Data analysis:
We will use SPSS software for data analysis.
E. Descriptive statistics, Regression, Factor,
Correlation
Limitation

The limitation of the study

are as follows :
A. Irritate feelings of customer at the time of
collecting data

B. Limitation of time.

C. Shortage of money

D. Lacking of knowledge

E. Lacking of experience
 Research Design
Independent Variable Dependent Variable

Image

Expectations
Customer Customer
satisfaction loyalty
Perceived
Quality

Perceived
Value
 Hypothesis
Ho: There is no influence on Image, expectations, perceived quality, perceived
value, customer loyalty, customer satisfaction

H1 Image has influence on mobile handset

H2 Expectation has influence on mobile handset
H3 Perceived quality has influence on mobile handset

H4 Perceived value has influence on mobile handset

H5 Customer loyalty has influence on mobile handset

H6 Customer satisfaction has influence on mobile handset

Sample Enterprise

SAMSUNG
 FINDING
Respondents Demographical Discussion
 GENDER
Frequency Percent Valid Percent Cumulative Percent
Valid Male 81 64.8 64.8 64.8

Respondents
MARITAL STATUS
demographical
Female
discussion 44 35.2 35.2 100.0

Frequency Percent Valid Percent Cumulative Percent

Valid Married 65 52.0 52.0 52.0
Single 60 48.0 48.0 100.0

LIVIES IN
Frequency Percent Valid Percent Cumulative Percent
Valid Urban area 118 94.4 94.4 94.4
Rural area 7 5.6 5.6 100.0

AGE
Frequency Percent Valid Percent Cumulative Percent
Valid less than 20 years 4 3.2 3.2 3.2
20 years to less than 30 63 50.4 50.4 53.6
years

EDUCATION
Frequency Percent Valid Percent Cumulative Percent
Valid under graduation 54 43.2 43.2 43.2
completed
BA,BSc,BBA,MBBS etc
graduation completed 70 56.0 56.0 99.2
MA,MSc,MBA,MDS etc

FAMILY INCOME
Frequency Percent Valid Percent Cumulative Percent
Valid less than taka 30,000 38 30.4 30.4 30.4
taka 30,000 to less 42 33.6 33.6 64.0
than taka 50,000
 REGRESSION
ANOVA

Model Sum of Squares DF Mean Square F Sig.

1 Regression 68.574 5 13.715 18.781 .000a

Residual 86.898 119 .730

Total 155.472 124

CO-EFFICIENT
CO-EFFICIENT

Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .108 .891 .121 .904
Average of Image .154 .129 .114 1.193 .235
Average of Expectation .167 .136 .119 1.232 .220
Average of Perceived Quality .238 .148 .149 1.610 .110

Average of Perceived Value .169 .095 .149 1.784 .077

Average of Customer Loyalty .370 .086 .345 4.287 .000

 REGRESSION
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression 41.938 1 41.938 55.161 .000a

Residual 93.516 123 .760

Total 135.454 124

CO-EFFICIENT
Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 3.270 .576 5.672 .000

Average of Customer Satisfaction .519 .070 .556 7.427 .000

 Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Average of Image 125 5.17 8.50 6.8893 .82684

Average of 125 5.50 9.50 7.2660 .79676

Expectation

Average of Perceived 125 5.00 9.00 7.2800 .70115

Quality

Average of Perceived 125 5.50 10.00 7.4800 .98251

Value

Average of Customer 125 4.33 9.67 7.5120 1.04517

Loyalty

Average of Customer 125 5.50 10.00 8.1680 1.11973

Satisfaction

Valid N (listwise) 125

 Correlation
Average of Average of Average of Average of
Average of Average of Perceived Perceived Customer Customer
Image Expectation Quality Value Loyalty Satisfaction
Pearson Correlation 1 .654** .563** .375** .330** .446**
Average of Image
Sig. (2-tailed) .000 .000 .000 .000 .000
N 125 125 125 125 125 125
Pearson Correlation .654** 1 .567** .385** .365** .461**
Average of Expectation
Sig. (2-tailed) .000 .000 .000 .000 .000
N 125 125 125 125 125 125
Pearson Correlation .563** .567** 1 .475** .410** .493**
Average of Perceived
Sig. (2-tailed) .000 .000 .000 .000 .000
Quality
N 125 125 125 125 125 125
Pearson Correlation .375** .385** .475** 1 .464** .469**
Average of Perceived
Sig. (2-tailed) .000 .000 .000 .000 .000
Value
N 125 125 125 125 125 125
Pearson Correlation .330** .365** .410** .464** 1 .556**
Average of Customer
Sig. (2-tailed) .000 .000 .000 .000 .000
Loyalty
N 125 125 125 125 125 125
Pearson Correlation .446** .461** .493** .469** .556** 1
Average of Customer
Sig. (2-tailed) .000 .000 .000 .000 .000
Satisfaction
N 125 125 125 125 125 125
**. Correlation is significant at the 0.01 level (2-tailed).
 Conclusion
Innovation is crucial to SAMSUNG’s
business. As new technology are being
constantly introduced to the market,
speed is essential for remaining
competitive in today’s digital era & new
markets have to be pioneered
continuously. Through the interplay of
creative, imaginative people; a global R&D
network; an organization that encourages
collaboration and cooperation among
business partners all along the supply
chain; and a strong commitment to
ongoing investment, Samsung has put
R&D at the heart of everything we do.