Factors Affecting Consumer Satisfaction among the Indian Young Youth Using Smart Phones: A Study

Authors

  • Jain S XXJRN Rajasthan Vidyapeeth Univeristy (Deemed tobe), Udaipur, Rajasthan, India
  • Sarangdevot SS XXJRN Rajasthan Vidyapeeth Univeristy (Deemed tobe), Udaipur, Rajasthan, India

DOI:

https://doi.org/10.26438/ijcse/v7i2.10241027

Keywords:

Word of Mouth, Customer Satisfaction, Smart Phones, Awareness, Perceived Image

Abstract

The smartphone industry is the fastest-growing sector in India. The smartphone industry has taken a long journey of 25 years from 1992 to 2018. During this 25 years of journey, mobile phones were transformed into personal computers. . It is growing at a very rapid pace and has a significant contribution to the Gross Domestic Product of India every year. . There is a great evolution of varied smartphones by different brands depending upon customer awareness and customer satisfaction. The new smartphones are featured with artificial intelligence, HD display, virtual assistant features like SIRI, Google assistant, etc., high-powered cameras, HD quality photos, Cloud storage feature, and better battery life. As per the study conducted by the mobile ecosystem forum, the highest penetration rate of smartphone users was in the age group of 16-35 years of old. The study of customer satisfaction is relevant for organizations to maintain long-term and healthy relationships with customers. In the presented thesis an effort has been made to understand the significant relationship between smartphone features and customers among Indian youth customers. An effort was also made to understand the significant relationship between the age, gender, income, and educational qualification of customers and awareness for the smartphone industry. It was finally concluded that smartphone features such as display, main camera, and touch battery life were the major contributing features in customer satisfaction (Indian young youth).

References

[1] Andrew, O. (2018). The History and Evolution of the Smartphone: 1992-2018. [online] Textrequest.com. Available at: https://www.textrequest.com/blog/history-evolution-smartphone/.

[2] India Smartphone Market Share: By Quarter. (2021, June 1). Counterpoint Research. https://www.counterpointresearch.com/india-smartphone-share/.

[3] D. Han, Y. Wang and H. Xu, "Service customization, customer perceived value, and satisfaction: From the perspective of customers` self-efficacy," ICSSSM11, 2011, pp. 1-4, doi: 10.1109/ICSSSM.2011.5959376.

[4] M. Moslehpour, K. Amri and P. Promprasorn, "Factors influencing intention to use of smartphone applications in Thailand," 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2017, pp. 1108-1112, doi: 10.1109/IEEM.2017.8290064.

[5] F. Ho, C. N. Wang, C. T. Ho, Y. C. Chiang and Y. F. Huang, "Evaluation of Smartphone feature preference by a modified AHP approach," 2015 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2015, pp. 591-594, doi: 10.1109/IEEM.2015.7385716.

[6] Ling, C., Hwang, W. & Salvendy, G. Diversified users’ satisfaction with advanced mobile phone features. Univ Access Inf Soc 5, 239–249 (2006). https://doi.org/10.1007/s10209-006-0028-x

[7] Thilagavathi, A., & Kanchana*, V. S. (n.d.). A STUDY ON CUSTOMER SATISFACTION TOWARDS SMARTPHONE USERS. PARIPEX INDIAN JOURNALRESEARCH,1.https://www.academia.edu/37947295/A_study_on_customer_satisfaction_towards_smart_phone_users

[8] Ijumba, B. (2021). Factors affecting choice of and satisfaction with mobile phones: an investigation of university of KwaZulu-Natal (Pietermaritzburg) students. Retrieved 8 July 2021, from https://researchspace.ukzn.ac.za/handle/10413/15172.

[9] D’Mello, G. (2017, September 15). OnePlus Is Rated For 100% Customer Satisfaction In India, Even Higher Apple’s Smartphones. IndiaTimes. https://www.indiatimes.com/technology/news/oneplus-gets-rated-highest-among-smartphone-brands-in-india-with-100-customer-satisfaction-329768.html

[10] Singh, J. (2020, December 1). Indians Spend Rs. 2,400 on Average for Servicing Out-of-Warranty Smartphones: Counterpoint. NDTV Gadgets 360. https://gadgets.ndtv.com/mobiles/news/india-smartphones-after-sales-service-spend-customer-satisfaction-rate-counterpoint-report-2332611.

[11] KHAN, D. S. I. (2020). Drivers of Customer Satisfaction for Mobile Service Provider in Maharashtra (India). Journal of Research on the Lepidoptera, 51(1), 708–720. https://doi.org/10.36872/lepi/v51i1/301065

[12] Erkan Bayraktar, Ekrem Tatoglu, Ali Turkyilmaz, Dursun Delen, Selim Zaim.Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA, Expert Systems with Applications,Volume 39, Issue 1,2012, Pages 99-106,ISSN 0957-4174,https://doi.org/10.1016/j.eswa.2011.06.041.

[13] Hardia, A., & Sharma, K. (2013). Empirical Study of Factors Affecting Online Shopping Amongst Youths. Global Journal of Management and Business Studies, 3, 91` – 96.

Downloads

Published

2019-02-28
CITATION
DOI: 10.26438/ijcse/v7i2.10241027
Published: 2019-02-28

How to Cite

[1]
S. Jain and S. S. Sarangdevot, “Factors Affecting Consumer Satisfaction among the Indian Young Youth Using Smart Phones: A Study”, Int. J. Comp. Sci. Eng., vol. 7, no. 2, pp. 1024–1027, Feb. 2019.

Issue

Vol. 7 No. 2 (2019): IJCSE February Edition

Section

Research Article

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors contributing to this journal agree to publish their articles under the Creative Commons Attribution 4.0 International License, allowing third parties to share their work (copy, distribute, transmit) and to adapt it, under the condition that the authors are given credit and that in the event of reuse or distribution, the terms of this license are made clear.