Proposal of Research on customer satisfaction of Walton Smartphones.

1. Research Proposal
Research on Customer Satisfaction
of Walton Smart phone
Submitted To
Md. Mohsan Khudri
Assistant Professor
Department of Business Administration
Uttara University
Submitted By,
SEVEN
Sumon Mia M21431111220
Md. Kawsar Ahmed M21411111082
Sk. Shahidur Zaman M21321111093
Md. Ashikur Rahman M21321113001
Rashedul Islam Saad M21231111088

2. Executive Summery
This is our research proposal on “Customer Satisfaction of Walton Smartphone". In this research we are
going to analyze customers behavior on Walton Smart phones.
Smart phone is a term for distinguishing mobile phones with advanced features from basic feature phones.
Early smart phones typically combined the features of a mobile phone with those of another popular
consumer device, such as a Personal Digital Assistant (PDA), a media player, a digital camera, and GPS
navigation unit. Modern smart phones include all of those features plus the features of a laptop, including
web browsing, Wi-Fi, and 3rd-party apps and accessories. Customer satisfaction is a term frequently used
in marketing. It 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 exceeds specified
satisfaction goals."
Statement of the Business Problems
This research is pertaining to find out the present customer satisfaction of smart phones in the study area
with special of Walton mobiles. The study on customer satisfaction will help to know who the customers
were, what they want, how they use react to the mobile. The customers will be studied by conducting
survey on customer satisfaction. This study will help to gain knowledge about the market factors
influencing the customer to prefer a particular brand and problems faced by on using such brands and so
on.
Literature Review
Customer satisfaction in mobile industry has been extensively studied by marketing scholars over the
years. Alom Khan and Uddin investigated the determinants of customer satisfaction by interviewing 60
university students in Bangladesh who were also mobile users. Results of that study revealed two factors,
brand image and perceived call rate, to have the most influence on the consumers’ selection decision of a
mobile service provider in Bangladesh.
Research Purpose
The purpose of this study is to investigate the importance, determinants, and consequences of customer
satisfaction of Walton smart phone users in Bangladesh.
The goals of this research would be finding,
1. What are the major determinants of customer satisfaction?
2. What are the major determinants of customer switching?
3. What are the reasons of customer retention?
Benefits of the Study
From this study, the performance and problems of the customer can be analyzed. The study will help to
know the factors that influence the customer to by the product. This study will help to know the necessary
change in product features and customer feeling about the Walton smart phone. The study will be useful
for the company to make necessary changes in price, designs, apps, and etc.

3. Methodology
Research Design
The research design of the project is descriptive as it describes data and characteristics
associated with the population using Walton smart phones. Descriptive research is used to
obtain information concerning the current status of the phenomena to describe “what exists”
with respect to variables in a given situation.
Sampling Plan
Choosing the correct samples will be a very important fact in this research. Now-a-days people of
all ages and all types use smart phones. So choosing samples from a certain profession, same age
or same location may cause sampling error. For that we are going to take samples from different
types of people. The sample size will not be more than 100.
Data Collection
To collect primary data, we are going to provide a questionnaire containing 15 questions. Likert
scale techniques will be preferred.
Data Analysis
After collecting primary data, those will be analyzed very carefully with the help of SPSS data
analyzing software. All the factors like gender, age, occupation will be considered while
analyzing.
Reporting
Reporting will contain the findings of the research. Result of the analysis, customers behavior, reasons of
customer satisfaction, reasons of customer dissatisfaction will be reported. Some suggestions will be
provided too so that Walton Bangladesh can improve their customer satisfaction.