A MINOR PROJECT REPORT on study on customer satisfaction.docx

A MINOR PROJECT REPORT
ON
A STUDY OF CUSTOMER SATISFACTION
W.R.T OPPO MOBILES
Submitted in partial fulfillment of requirement of BBA
BBA (2) MORNING Batch 2022-2025
SUBMITTED TO : DR RUCHI SINGHAL SUBMITTED BY: PALAK BISHT
ASSOCIATE PROFESSOR ENROLLMENT NO. : 80214101722
JAGANNATH INTERNATIONAL MANAGEMENT SCHOOL,KALKAJI

DECLARATION
I,PALAK BISHThereby declare that the minor project report on the topic “THE
STUDY OF CUSTOMER SATISFACTION WITH RESPECT TO OPPO MOBILES” is
an original piece of research work done by me. I have specified by the mean of
references, from where the information has been taken. To the best of my
knowledge, my minor project is not substantially the same as those which may have
already been submitted for the degree of any other university or board.
PALAK BISHT
BBA(2) MORNING
BATCH- 2022-2025

CERTIFICATE
This is to certify that the Project titled “A study of customer satisfaction with respect to oppo
mobiles” is an academic work done by “PALAK BISHT” submitted in the partial fulfillment of the
requirement for the award of the Degree of BBA at JAGANNATH INTERNATIONAL
MANAGEMENT SCHOOL, Kalkaji under my guidance and direction.
(SIGNATURE)
Dr. Ruchi Singhal (ASSOCIATE PROFESSOR)

ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectly contributed in the
development of this work and who influenced my thinking, behavior and acts during the course of
study. I express my sincere gratitude to Dr. Ruchi Singhal for providing me an opportunity of doing
this project under her leadership and her valuable suggestions and precious time in accomplishing
my project. I also take the opportunity to express my sincere gratitude to each and every person,
who directly or indirectly helped me throughout the project and without anyone of them this project
would not have been possible. The immense learning from this project would be indelible forever.
PALAK BISHT
BBA SEM II
BATCH- 2022-2025

TABLE OF CONTENT
S.NO DESCRIPTION PAGE NO.
(i) DECLARATION 2
(ii) CERTIFICATE 3
(iii) ACKNOWLEDMENT 4
(iv) TABLE OF CONTENT 5
(v) LIST OF TABLES 6
(vi) LIST OF FIGURES 7
1. CHAPTER 1: INTRODUCTION 8 - 11
2. CHAPTER 2: OBJECTIVE 12 - 13
3. CHAPTER 3: LITERATURE REVIEW 14 - 19
4. CHAPTER 4: COMPANY PROFILE 20 - 34
5. CHAPTER 5: RESEARCH METHODOLOGY 35 - 44
6. CHAPTER 6: ANALYSIS & INTERPRETATION 45 - 56
7. CHAPTER 7: CONCLUSION 56- 57
8. CHAPTER 8: LIMITATIONS OF THE STUDY 57- 58
9. CHAPTER 9: REFERANCES 58- 59

LIST IF TABLES
S.NO TABLE DESCRIPTION PAGE. NO
1 Table 3.1 Global smartphone market share of
2019 and 2020
32
2 Table 6.1 Gender of the respondents 46
3 Table 6.2 Age of the respondents 47
4 Table 6.3 Occupation of respondents 48
5 Table 6.4 Image of the company 49
6 Table 6.5 People facing battery charging problems 50
7 Table 6.6 Usage of mobile phones 51
8 Table 6.7 How much time people spend on
mobile phones
52
9 Table 6.8 Respondents favorite feature 53
10 Table 6.9 Comparison of Chinese brand with
other brands
54
11 Table 6.10 Recommendation to people 55

LIST OF FIGURES
S.NO FIGURE DESCRIPTION PAGE NO.
1 Figure 6.1 Gender of the respondents 46
2 Figure 6.2 Age of the respondents 47
3 Figure 6.3 Occupation of the respondents 48
4 Figure 6.4 Image of the company 49
5 Figure 6.5 People facing battery charging problem 50
6 Table 6.6 Usage of mobile phone 51
7 Table 6.7 How much time people spend on
mobile phones
52
8 Figure 6.8 Respondents favorite feature 53
9 Figure 6.9 Comparison of Chinese brands with
other brands
54
10 Figure 6.10 Recommendation to people 55

CUSTOMER SATISFACTION
Now-a-days most of us are having mobile phones especially youngsters bought it for their multiple
uses like taking photos, playing games, listening to music, watching movies, chatting on social
networks, surfing websites for collecting information related to their subjects there are more than 20
companies are manufacturing mobiles in the world but only some of the brands are getting popular
and retaining customers every time. After china India is the largest population country so large
number of firms producing different products are targeting India to sales their products. In India
people like low cost products with standard quality so Chinese entrepreneurs starts to make low cost
mobiles and they ready to market their mobiles in India and china. The main purpose of the study is
to know the customer satisfaction on oppo mobiles through survey.
Today mobile technologies are rapidly developing and every month appropriately five new
models are launched by different companies. so customers are feeling difficulty to choose the
right mobile for their budget. This study tells about the customer satisfaction on oppo mobiles.
This study will helpful to the future customers who are going to buy the mobiles. According to
Harold E Edmondson “ Customer Satisfaction” seems to appear in print more frequently than
any other catch phrase used to describe a new found magic for industrial success. Before we
proceed in to the study of the dynamics of Customer Satisfaction it is important to know
about, who a customer is and what satisfaction really means. Who really is a Customer? The
question of defining who your customers are seems fairly easy particularly if you have
segmented your market properly and understand who you are trying to satisfy. However

subtlety that frequently goes undetected by many firms is that is that customer set can be
divided into two parts, the apparent customer and the user. The apparent customer is the
person or group of people who decide what 7product to buy and basically have control over
the purse strings. The user is a person or group who physically uses the product or is the
direct recipient of a service. What does satisfaction really mean? As in defining customer
above, defining satisfaction also appears simple. However as with customer there is a
subtlety that needs addressing. Satisfaction by most definitions simply means meeting the
customer’s requirement. Customer satisfaction can be defined in many different ways.
Finding the right way for a company depends on understanding your customer and on having
a clear vision of the role that customer satisfaction is to play in the strategy. For example, a
focus on customer satisfaction can work alongside existing segmentations to support
revenue generation from high value customers or it can be a company-wide objective rooted
in the brand values. For the former, it may be sufficient to focus on improving customer
service, but for the latter a broader definition of customer satisfaction is necessary, closer
akin to corporate reputation.

Building a Company around Customer Satisfaction –
With the increase in customer’s demands and competition it has become a lot more
important to base the entire company on customer service. When doing this one must
first realize that every member of an organization plays an active role in customer
service. This includes both external customers and internal customers within a
company. Customer focused organizations focus both on customer satisfaction and
profit. Achieving customer satisfaction generates the profit. In these organizations top
management has frequent contacts with external customers. The staff focuses all of
its attention on satisfying the customer’s needs. However, the management’s job is to
provide the staff with support necessary to achieve these goals. The other
department and staff in the organization that do not have direct contact with the
external customers deal exclusively with internal customer satisfaction.
The Influence of the salesperson in Customer Satisfaction
In an article titled, “The influence of salesperson selling behavior on customer
satisfaction with products,” Brent G.Goff and James S. Boles examine the effects of
non-product related construct on customer satisfaction with major retail purchases

such as automobiles. The article states that salesperson’s selling Orientation
customer orientation (SOCO) will affect not only consumer satisfaction with the
salesperson and dealer, but also indirectly, satisfaction with the product or
manufacturer. In the perspectives of both the retailer and the manufacturer,
customer satisfaction represents an important issue because it relates to several
desirable outcomes. Customer satisfaction leads to future purchases, and repeated
purchases of the same product from the same source. In other words, it helps a firm
retain its present customers and build loyalty. By helping a buyer obtain product
information and providing guidelines about what should be expected during the
buying process and use of a product, a salesperson may influence customer
expectations concerning the product. Thereby this may reduce the likelihood of
dissatisfaction (Grewal and Sharma ,1991)

OBJECTIVE OF THE STUDY
• To study the level of customer satisfaction on the services provided by the dealers.
• To study the opinion of the customers regarding the availability.
• To study the opinion of customers regarding its features of OPPO mobiles.
• To study the effect of advertisement on the customers.
• To study and understand the key service parameters using Customer Satisfaction

LITERATURE REVIEW
Identity is the most valuable thing to anyone. A man without a name is
unrecognizable in this modern world. His name, his qualities, his attitudes are all that
makes him a dignified figure to stand out from others. In today’s competitive market,
it has also become an important aspect to stay alive. And to stay alive, their names
should be in the hearts of the consumers. This might be an identity for them to
express who they really are, but to the consumers, they are a “BRAND”.Now comes
the point what brand is. According to the American Marketing Association, brand
stands for “A name, term, design, or any other feature that identifies one seller’s
good or service as distinct from those of other sellers. The legal term of brand is
trademark. A brand may identify one item, a family of items, or aa items of that seller.
If used for the firm as a whole, the preferred term is trade name.”
According to Ann Handley, author of Marketing Profs, “Brand is the image people
have of your company or products. Its who people think you are.”
Phillip Kotler, author of Marketing Management, explains “A brand is a name, term,
symbol, or design or a combination of them, intended to identify the goods and
services of one seller or group of sellers and to differentiate them from those of the
competitor.” For the brand to be alive, it has to be present in the mind of their

customers. Once a brand is established, it becomes more important to maintain the
goodwill and be in the hearts of their customers. For this constant presence in mind,
different brands take different initiatives. The brands believe in the saying “Out of
sight, out of mind”. Their activities are for their customers to make them aware of
their existence. This series of activities is what we call “Brand Awareness”. According
to Phillip Kotler, “Extent to which a brand is recognized by potential customers and is
correctly associated with a particular product. Expressed usually as a percentage of
target market, brand awareness is the primary goal of advertising in the early months
or years of product’s introduction.” The branding and marketing concept has been
changing over time over years. The strategies of different brands are evolving with
time. Whatever was the strategy in the 19thcentury has totally changed in this 21st
century. Still, there are certain important components of branding that plays the most
vital roles in establishing the brand.
•Brand Identity:
How the brand must be perceived is what truly stands as brand identity. Its like a
promise made to the customers by the brand. The identity needs to be matched with
the projected image to the customers. Brand identity is just like setting up the
guidelines and be with it consistently. The message the brand wants to deliver should
be clear in the customers mind. It can be just like a logo that represents it.

•Brand Image:
Brand image is the current situation of how the identity is perceived by the
customers. Creating an image and maintaining it is really important. An identity need
time to be created, but it is a matter of second or a small mistake that can destroy
the reputation. Creating a brand image has a direct impact of the customer towards
the brand. Constant positive communication is required to create a strong brand
image.
•Brand Character:
Character is the backbone of any figure. It is the definition how they make focus onto
to stay on the ethical path. If someone is not steady internally, the external output will
be of no value. Any brand having a strong character will not disturb the market
through unethical means, and their trustworthiness, integrity & honesty will be
perceived by the consumers.
•Brand Culture:
Brand is something to be perceived by the common consumers. Characteristics is
something that is passed on through learning and following. In other words,
characteristics is developed through the norms and means of any culture. Hence, any
brand must focus on the cultural values of their consumers and shouldn’t harm them.

•Brand Personality:
Personality is what actually makes a being to hold strong. It describes how you
actually want to present yourself in the eyes of others. Similarly, a brand has also a
personality that it needs to maintain to strengthen its position. In case of brand, it may
be the marketing activities in customer touch points, or it may be the different
strategies like color or logo to showcase itself in their user’s imagination.
•Brand Essence:
The values and the soul are what makes up the essence of the brand. It should be for
long term and should get changes with every communication. This the part where the
end user’s actually feel for the brand and get emotionally attached.Keeping up with all
these factors and maintaining the image is what makes the equity of the brand. It is
the overall gain that is earned in the marketplace. Brands have to do many activities
to stay with the consumers. Brands do a lot of advertisements, promotional activities,
CSR’s just to promote themselves and take their message to the consumers. These
all activities done is to make the consumers aware of their brand, which is called
Brand Awareness. How the brand is doing in the overall market is measured by the
Brand Equity. In certain intervals, the brands need to check whether the message it
wants to deliver to its user’s is actually reaching them. In other words, a brand needs

to check and measure the brand awareness of their brand. There are certain factors
that has direct influence over the brand awareness.
•Brand Name:
The name of the brand plays a vital role in attracting the customers. An attractive
name of the brand makes it catchy for the customers in grabbing their attention.
•Advertisement:
Advertisement is the only direct source of communication means to convey the
message to the consumers. There are many advertisement modes of message
delivery. It may be through digital platform, billboards or through the direct marketing.
In the modern world, the social media has become an effective mode of
advertisement where the brands get greater opportunity in communicating directly
with their targeted consumers.
•Celebrity Endorsement:
The use of famous and popular celebrities has become a common trend to convey
messages to the targeted customers. This attracts the fans to but their products. A

celebrity with a good image makes a lot of new potential customers attracted towards
the brand.
•Promotion:
This is also an effective means in increasing awareness. Customers always like to
feel special. They love some discounts or free gifts with their every purchase.
Different brands follow different strategies to promote themselves in the market. It
can either be gifts, discounts or even in collaboration with other brands.
•1st
Mover Advantage:
Doing anything new in the market and staying a step ahead than the competitors has
always an advantage. Customers always like new products. A new product also helps
to establish their name in the minds of the customers.
•Mouth of Word:
The greatest influence is whatever it is coming out from your closer ones. Hence,
mouth of word plays an important role in developing awareness among the
customers. Testimonials and reviews are also a part of it. If a customer sees that

another buyer has positive feedback on the product, it increases the confidence in
the customer to but the product.
•Customer Intention:
Intention is one thing from the customers point of view, that changes with time.
There is always option for betterment and improvement of the product. Customers
always look for the best product within their reach. Due to high competition in the
market, competitors always want to be a step head in delivering a better product and
exist in the market.

CHAPTER – 4
COMPANY PROFILE
OPPO COMPANY

About “Oppo”
OPPO is a popular company in the world. OPPO has a large network of phones all
over the world and it has challenged several popular companies in a very little time
and made an awesome progress in the world. OPPO phones come with different
styles and qualities which make it more outstanding phone. Due to its popularity it is
now adding more and more features in its phones and also making several other
technology devices and mobile accessories which are also very good. It makes a
great competition with other companies and brands. I will not compare other
companies with OPPO but I suggest that It is a great brand providing new, latest, and
amazing features to the user. It supports fingerprint which is a high level of security
for the user. It contains improved quality of sensors using the latest technology. It is
coming in different colours. The user can choose his favourite color. It is a modern
selfie phone with an amazing camera result. Lot of people like and love it due to its

great camera output. The other advantage of the OPPO mobilephone is that it is 4G
mobile phone. The phone has a large storage in itself and we can extend it by
inserting a micro SD card. It supports dual sim and it also has many other good
functions. OPPO Electronics Corp. is an electronics manufacturer based in
Dongguan, Guangdong, China.Its major product lines include MP3 players, portable
Media players, LCD-TVs, eBooks, DVD/Blu-ray Disc players and mobile phones.
Founded in 2004, the company has registered the Oppo brand name in many parts
of the world.
Founder : Tony Chen
OPPO founder and CEO Tony Chen virtually attended the IFA 2020 Special Edition
held in Berlin, Germany recently and gave a speech at the Qualcomm keynote
session via videoconference. In his speech, Tony Chen reviewed the history of
cooperation between OPPO and Qualcomm and emphasized that the two parties will
continue to work together in promoting the global rollout of 5G products. In the
transition from 3G to 4G, OPPO and Qualcomm developed a strong partnership
working on smartphones, successfully creating many smartphone products loved by
users around the world. They also continued to expand their international markets,
bringing the best products, services, and experiences to users in different countries
and regions. OPPO is a global electronics and technology service provider that

delivers the latest and most exquisite mobile electronic devices in over 20 countries,
including the United States,
China, Australia and many countries throughout Europe, Southeast Asia, South Asia,
the Middle East and Africa. A few countries have already been signed in by Oppo
phone company and has created various divisions including territories like Vietnam,
Indonesia, Mora,Thailand, India, Pakistan, China, Bangladesh, and ABB in RIL
Hazira. Oppo may have signed divisions on these Asian countries, but it is actually
founded in California. OPPO is dedicated to delivering customers with the most
extraordinary mobile experience through meticulous designs and smart technology.
There’s an Art to Living Life. At OPPO, we’re here for those that expect more from
their smartphone than a run-of-the-mill experience. This is the reason for the
dedication and effort we put into bringing users the very best, which is why we put as
much effort into what our phones can do for you. We are driven by our love for art.
Our devotion and dedication to the art of technology is what inspires us to create
beautiful products-inside and out.
Everything is considered. From the tactile qualities to the aesthetic aspects of each of
our devices; every angle, every colour, every piece is meticulously crafted…so we
are left with not just a remarkable looking device ,but a cultivated experience.We put
as much thought and consideration into the designing of our products as one would
into designing their own unique lifestyle, right down to the very minute of details. It is
here, where the art of technology and life convene. OPPO is relentless in the pursuit

of the latest technology, the highest hardware quality standards and in delivering the
best user experience possible. We design, manufacture, and promote our own
products to assure customers of reliable and the highest end products possible from
beginning to end. Since its founding in 2004, OPPO has consistently strived to deliver
users this ideology across the globe. Having successfully entered into the mobile
phone market in 2008, OPPO began looking at expansion into international markets
in 2010 and opened its first overseas business in April of 2010 in Thailand. Today,
OPPO is present in 21 markets worldwide. OPPO is relentless in the pursuit of the
latest technology and the highest
standards of hardware quality. OPPO is try to deliver the best experience to user as
possible. The beautiful products-inside and out, everything is considered just created
for the user. From the tactile qualities to the aesthetic aspects of each device – every
angle, every color, every piece is meticulously crafted product for their user . From
the start, OPPO’s products have pushed boundaries .Since its founding in 2004,
OPPO has consistently strived to deliver users this ideology across the globe. Having
successfully entered into the mobile phone market in 2008. OPPO began looking at
expansion into international markets in 2010 and opened its first overseas business
in April of 2010 in Thailand. Today, OPPO is presenting in 21 markets worldwide.
OPPO is wholeheartedly inspired by its customers. Based on the customers’
feedback on both the hardware and software user experience, OPPO has adopted a
strategy of rapid release for smartphone development, firmware updates as well as

expand to reach and service their customers across the world. OPPO designs,
develops, manufactures, markets and sells its products is full control over with the
entire supply chain. From the factories to the hands of customers, all is only using
the highest quality components. This ensures OPPO can design in mind and ensure
that only the best possible quality products to the customers. OPPO is the first
choice for every user. Manufacturing a wide array of electronics products, Oppo only
joined the smartphone bandwagon in 2008. Its first products include the OPPO Find
7, a phone and tablet in
one that has a 3GB of RAM powering up the 2.5 GHz Quad-Core processor that it
has. The OPPO Find 7 has another variant named Find 7a that has a clear 1080p
screen. These two products were first announced in March 19, 2014 but were only
released in April. In 2013, This mobile phone company launched the N1 smartphone.
Late in 2014, they released its successor, the OPPO N3 which they priced at around
$650.Having been challenged by their counterparts, OPPO took the next level and
released the world’s thinnest smartphone in 2014, the OPPO R5. The said phone is
at around 4.85mm thick. It has a 2000 mAh battery which can be fast charged to
75% in just only 30 minutes. Prior to this, OPPO has also released the previously
held thinnest smartphone, the OPPO Finder.

COMPANY HISTORY
The Oppo mobile company history starts with the origin of the company in 2004.
Oppo launched in Thailand in 2009. In 2016, Oppo became the official smartphone
partner of the Philippine Basketball Association. Oppo expanded its business in 40
countries just in 16 years. The company became the biggest mobile phone
manufacturer in China just in 12 years, in 2016. In the same year, Oppo had 200,000
retail outlets for selling its smartphones. In 2019, Oppo became the top mobile phone
brand in China. If we talk about the market share and worldwide rank, then Oppo
was ranked in the top 5 mobile manufacturers. Currently, there are more than 40,000
employees working in Oppo company all over the world.
Following are the historical achievements of the company.
• The first MP3 player introduced in 2005.
• In 2008, the first ‘smiley face’ mobile phone introduced in the market.
• In 2009, with the launch of the first mobile phone in Thailand; the company started its
expansion all over the world.

• Leonardo DiCaprio endorsed the ‘Find’ first smartphone launched by Oppo in 2011. •
In 2012, the company introduced the face beautification feature in its smartphones.
• The world’s first smartphone with a rotating camera was introduced in 2013. Moreover;
In the same year, ColorOS was also introduced as the company’s first operating
system.
• In 2014, Oppo brought the revolution of fast-charging by VOOC. •
Oppo got a market share of the top 4 globally in 2016.
• In 2018, Find X became the company’s first full-screen smartphone.
• In 2019, Oppo introduced the first 5G smartphone in the European smartphone market.
FUTURE PLANS
Oppo is planning to power its devices with its own processors, as confirmed by the
President of Oppo China, Liu Bo in a new report. In an interview with Ciaxin, he
confirmed that Oppo plans to design its own SoCs which may have the potential to be

the “crucial driving force” for Oppo’s growth in the future. And it’s not the first time we
are hearing about Oppo’s plans to become a chipset designer. The Chinese
smartphone maker was earlier working on its own chipset called the Oppo M1, which
instead of becoming a full-fledged system-on-chip, it turned out to be a co-processor
to optimise power in its own smartphones.
Back in February, reports claimed the CEO of Oppo had shared a company-wide
internal note outlining the “Mariana Plan”, which is what Oppo is calling the project of
designing its own chips.
“We have to tackle the chip technology and make the technology the crucial driving
force for our future growth,” Liu Bo told Caixin, indicating that in the near future, Oppo
may supplement its smartphone manufacturing with chipset manufacturing.
Bo also said the company will start working with key suppliers to design and develop
its own processors. Presently, the company relies on Qualcomm, MediaTek and
Samsung for the chips that power Oppo phones.
Oppo’s decision to manufacture its own chips is not surprising. After how Huawei was
used as a bargaining chip by Donald Trump when negotiating trade deals with China,
it’s only sensible for Oppo to become self-reliant in sourcing its materials for its

smartphones. Part of what is keeping Huawei still relevant, and in fact, right at the
cutting edge, is its end-to-end hardware manufacturing. Right down to the processor,
the 5G modem and the smartphone itself. Having its own processor also allows
Huawei to routinely experiment and innovate new features for the industry. Samsung
is also another big example, and it has far bigger chunks of the pie when it comes to
the supply chain. Samsung is, in fact, the leading display, battery and camera sensor
supplier for some of the best selling smartphones at present.
The February report claimed Oppo had poached chip engineers from MediaTek and
Spreadtrum to work on its own custom processors. The company also filed a
trademark with the European Union Intellectual Property Office (EUIPO) for the Oppo
M1. That was presumed to be the first custom-designed chipset from Oppo but
turned out to be just a co-processor to improve power efficiency in smartphones. It’s
still a stepping stone for the company.
However, designing custom chips is not easy. The most recent example of failure is
Xiaomi which recently shelved its chipset division after a lacklustre Surge S1 SoC
used in the Mi 5c that was exclusive to China. With patents, intellectual rights and
proprietary designs owned by the major players like Qualcomm, MediaTek, Apple
and Samsung, it’s presently a bigger minefield than manufacturing a smartphone. It

will certainly be interesting to see how the company goes ahead with the project.
PRODUCTS / SERVICES
Manufacturing a wide array of electronics products, Oppo only joined the smartphone
bandwagon in 2008. Its first products include the OPPO Find 7, a phone and tablet in
one that has a 3GB of RAM powering up the 2.5 GHz Quad-Core processor that it
has. The OPPO Find 7 has another variant named Find 7a that has a clear 1080p
screen. These two products were first announced in March 19, 2014 but were only
released in April.
In 2013, This mobile phone company launched the N1 smartphone. Late in 2014,
they released its successor, the OPPO N3 which they priced at around $650. Having
been challenged by their counterparts, OPPO took the next level and released the
world’s thinnest smartphone in 2014, the OPPO R5. The said phone is at around
4.85mm thick. It has a 2000 mAh battery which can be fast charged to 75% in just
only 30 minutes. Prior to this, OPPO has also released the previously held thinnest
smartphone, the OPPO Finder.
In 2014, OPPO released a number of high end headphones and amplifiers. The
flagship PM-1 and PM-2 headphones along with the HA-1 desktop amplifier have
been heavily promoted in the audio community. One blogger declares the PM-1

is"near to perfect". Released in 2015, the HA-2, was a portable version of the HA-1
amp/DAC, which featured a battery pack option and a stitched leather casing. The
phone played music in real-time to the HA-2 (via the included Android micro USB
cable or iOS lightning cable, or USB cable if from PC). It also can be charged using
an included "rapid charger" charging kit. The battery pack feature can only be
usedsimultaneously while the HA-2 is used to play music if the playing (source)
device is an Apple iOS device. In October 2016, an updated version was released
with a new DAC chip and now named HA-2SE. Otherwise, it was the same as the
HA-2.
Oppo is one of the top mobile phone brands. Also, many people around the globe are
using other products put out by Oppo. Be it smartphones, or headphones, or
amplifiers, the sales rate of Oppo is high. In 2005, Oppo launched its first MP3
player. And in 2008, it launched the company's first mobile phone- 'Smiley Face.' In
2011, Oppo launched its first smartphone, 'Find' which was endorsed by Leonardo
DiCaprio. In 2012, the company launched U701 with a revolutionary 'face-
beautification' feature. ColorOS, Oppo's proprietary operating system, was launched
in 2013. The same year, Oppo launched the N series, which became the world's 1st
smartphone with a rotating camera. In 2014, Oppo released many high-end
headphones and amplifiers, among which the flagship PM-1 and PM-2 headphones
along with the HA-1 desktop amplifier have been heavily promoted in the audio
community. In 2015, HA-2 was released, which was a portable version of the HA-1

amp/DAC. It featured a battery pack option and a stitched leather casing. Moving
forward, Oppo did a global launch of Find X, the company's 1st full-screen
smartphone in the Louvre. In 2019, Oppo made the first 5g phone available in
European markets.
COMPETITION FACED BY OPPO
Over the years, Oppo has given competition to top brands like Samsung, Apple, and
many more. Here is the table showing the Global smartphone market share of 2019
and 2020, according to Statista.
company 2020
Shipment
volume
2020
Market
share
2019
Shipment
volume
2019
Market
Share
Year-over
year
change
Samsung 317.3 21.6% 311.4 21.1% 1.9%
Apple 215.8 14.7% 215.4 14.6% 0.2%
Huawei 153.1 10.4% 139.3 9.5% 9.9%
OPPO 111.8 7.6% 99.8 6.8% 12.0%
Xiaomi 92.4 6.3% 53.0 3.6% 74.5%
Others 577.7 39.5% 654.5 44.4% -11.7%
Total 1472.4 100.0% 1473.4 100.0% -0.1%

TABLE 3.1: Global smartphone market share of 2019 and
2020
Source: IDC Worldwide Quarterly Mobile Phone Tracker
Oppo has become a larger selling mobile brand company worldwide, and it is giving tough competition to
every other mobile brand out there. In 2019, OPPO had a worldwide shipment volume of 110 million, ranking
fourth in worldwide smart phone shipments and second in smart phone shipments in China. Through its
marketing strategy, OPPO has increased its share in the mobile market by a large margin. Although OPPO
mobile phones have continued their growth in brand awareness and market share in recent years,
they are still faced with fierce
competition within the mobile industry: Apple and Samsung are holding the majority of market share in the
high-end market; in the mid-range market, they are competing with Huawei, Xiaomi, VIVO and other
competitors. In particular, Xiaomi mobile phones became all the rage in the last quarter of 2019. While
maintaining their steady development in China, Xiaomi mobile phones have stepped up their efforts to
develop overseas markets. In 2017, Xiaomi mobile phones rose to the world’s top 5 in sales for the first time.
In the last quarter of 2019, the shipment volume of Xiaomi mobile phones had a sharp increase of 96.6%,
amounting to 28.1 million, and leapt to fourth in terms of worldwide smart phone shipments of that quarter.
With the 5G era approaching, Huawei has already announced its release of 5G mobile phones in 2019.As
early as 2009, Huawei began its study of 5G technology. On November 17, 2017 US local time, in the 5G

short code scheme discussion, the Polar Code scheme recommended by Huawei was recognized as the final
solution for 5G control channel MBB scenario coding.
CHAPTER – 5

RESEARCH METHODOLOGY
Research Methodology is a way to systematically solve the research problem. It may
be understood as a s cience of studying how research is done scientifically. In
research we studied the various steps that are generally adopted by a researcher in
studying his research problem along with the logic behind them. It is necessary for
the researcher to know not only the research technique but also the methodology.
Researchers not only need to know how to develop certain indices or tests, how to
calculate the mean, the mode, the median or the standard deviation, how to apply
particular research techniques but they also need to know which of these methods or
techniques are relevant and which are not. Researchers also need to understand the
assumptions underlying various techniques and they need to know the criteria by
which they can decide that certain techniques and procedures will be applicable to
certain problems and others will not. All this means that it is necessary for the

researcher to design his methodology for his problem as the same may differ from
problem to problem. Research is equally important for social scientists in studying
social relationships and in seeking answers to various social problems. It provides
the intellectual satisfaction of knowing a few things just for the sake of knowledge
and also has practical utility for the social scientist o know for the sake of being able
to do something better or in a more efficient manner. Research in social science is
concerned both with knowledge for its own sake and with knowledge for what it can
contribute to practical concerns. This double emphasis is perhaps especially
appropriate in the case of social science. On the other hand, its responsibility as a
science is to develop a body 87 od principles that make possible the understanding
and prediction of the whole range of human interactions. On the other hand, because
of its social orientation, it is increasingly being looked to for practical guidance in
solving problems of human relation.
PRIMARY DATA AND SECONDARY DATA
Primary data is data that is collected by a researcher from first-hand sources, using
methods like:
• Creative works (paintings, movie reels, music etc.)
• Diaries,
• Experiments performed by you, the researcher,

• Letters,
• Surveys and censuses,
• Interviews.
A primary source is collected directly from the original source. It is not clouded with
someone else’s views or judgments.
The term is used in contrast with the term secondary data. Secondary data is data
gathered from studies, surveys, or experiments that have been run by other people or
for other research. Examples of secondary data:
• Encyclopedias,
• Essays,
• Newspaper opinion pieces,
• Reviews,
• Textbooks.
Typically, a researcher will begin a project by working with secondary data. This

allows time to formulate questions and gain an understanding of the issues being
dealt with before the more costly and time consuming operation of collecting primary
data..
ADVANTAGES AND DISADVANTAGES OF PRIMARY
DATA
ADVANTAGES:-
• Resolve specific research issues Performing your own research allows you to
address and resolve issues specific to your own business situation. The collected
information is the exact information that the researcher wants to know and he reports
it in a way that benefits the specific situation in an organization. Marketers and
researchers are asked to find data regarding specific markets instead of finding data
for the mass market. This is the main difference from secondary data.
• Better accuracy
Primary data is much more accurate because it is directly collected from a given
population.
• A higher level of control

The marketer can control easily the research design and method. In addition, you
have a higher level of control over how the information is gathered.
• Up-to-date information
The primary market research is a great source of latest and Up-to-date
information as you collect it directly from the field in real-time. Usually,
secondary data is not so up-to-date and recent.
• You are the owner of the information
Information collected by the researcher is their own and is typically not shared with
others. Thus, the information can remain hidden from other current and potential
competitors.
DISADVANTAGES:-
• More expensive
It could be very expensive to obtain primary data collection methods because the

marketer or the research team has to start from the beginning. It means they have to
follow the whole study procedure, organizing materials, process and etc.
• Time-consuming
It is a matter of a lot of time to conduct the research from the beginning to the end.
Often it is much longer in comparison with the time needed to collect secondary data.
• Can have a lot of limits
Primary data is limited to the specific time, place or number of participants and etc.
To compare, secondary data can come from a variety of sources to give more
details.
• Not always possible
For example, many researches can be just too large to be performed by your company.
ADVANTAGES AND DISADVANTAGES OF SECONDARY DATA
ADVANTAGES:-
• Ease of Access
The secondary data sources are very easy to access. The internet world changed
how secondary research exists. Nowadays, you have so much information available
just by clicking with the mouse in front of the computer.

• Low Cost or Free
The majority of secondary sources are absolutely free for use or at very low costs. It
saves not only your money but your efforts. In comparison with primary research
where you have to design and conduct a whole primary study process from the
beginning, secondary research allows you to gather data without having to put any
money on the table.
• Time-saving
As the above advantage suggests, you can perform secondary research in no time.
Sometimes it is a matter of a few Google searches to find a credible source of
information.
• Generating new insights and understandings from previous analysis Reanalyzing
old data can bring unexpected new understandings and points of view or even new
relevant conclusions.
• Larger sample size
Big datasets often use a larger sample than those that can be gathered by primary

data collection. Larger samples mean that the final inference becomes much more
straightforward.
• Longitudinal analysis
Secondary data allows you to perform a longitudinal analysis which means the
studies are performed spanning over a large period of time. This can help you to
determine different trends. In addition, you can find secondary data from many years
back up to a couple of hours ago. It allows you to compare data over time.
• Anyone can collect the data
Secondary data research can be performed by people that aren’t familiar with the
different types of quantitative and qualitative research methods. Practically, anyone
can collect secondary data.
DISADVANTAGES:-
• Not specific to your needs

Here is the main difference with the primary method. Secondary data is not specific
to the researcher’s need due to the fact that it was collected in the past for another
reason. That is why the secondary data might be unreliable and unuseful and in
many business and marketing cases. Secondary data sources can give you a huge
amount of information, but quantity does not mean appropriateness.
• Lack of control over data quality
You have no control over the data quality at all. In comparison, with primary methods
that are largely controlled by the data-driven marketer, secondary data might lack
quality. It means the quality of secondary data should be examined in detail since the
source of the information may be questionable. As you relying on secondary data for
your decision-making process, you must evaluate the reliability of the information by
finding out how the information was collected and analyzed.
• Biasness
As the secondary data is collected by someone else than you, typically the data is
biased in favor of the person who gathered it. This might not cover your requirements
as a researcher or marketer.

• Not timely
Secondary data is collected in the past which means it might be out-of-date. This
issue can be crucial in many different situations.
• Not proprietary Information
Generally, secondary data is not collected specifically for your company. Instead, it is
available to many companies and people either for free or for a little fee. So this is not
exactly an “information advantage” for you and your competitors also have access to
the data.
Research Method used in the Project
For this project, Primary Data as well as Secondary Data was chosen in analysing
the research project.
The Sampling technique used was Convenience Sampling. As time and cost was the
factor so, the researcher used Convenience Sampling because it provide vital
contributions to individual case records, qualitative summarises and etc.
Data Sources: The data is collected directly from each customer who are using

OPPO mobiles. Target Population: Customers of OPPO mobiles ,Sample Size: 75
Sampling Technique: Convenience Sampling.The biggest advantage to a convenience
sample is that we get a pretty good unbiased sample fairly easily. The biggest downside is
that we may not get all elements of the population that are of interest.
CHAPTER – 6

ANALYSIS AND INTERPRETATION
Analysis and Findings
The sample size was of 75 people in Delhi
1. Gender of the respondents
GENDER NUMBER PERCENTAGE
MALE 45 60%
FEMALE 30 40%
Interpretation
From the above Bar graph it can be observed that 60% males and 40% females have
taken in the survey.
2. Age group
AGE NO. OF
RESPOMDENTS
PERCENTAGE
>18 3 4%
18-22 24 32%
22-26 21 28%
26-30 15 20%

<30 12 14%
Table 6.2 Age of the respondents.
Interpretation
From the above table it can be observed that the age respondent which is less than
18(3 people),18-22(24 people), 22-26(21 people), 26-30(15 people), more than 30(12
people)
3. Occupation
OCCUPATION NO. OF
RESPONDENTS
PERCENTAGE
College
Students
33 44%
Business man 15 20%
Service 9 12%
Others 18 24%
Table 6.3 represents occupation of the respondents

Interpretation
From the above table, it can be observed that the occupation of the respondent are
college students( 33 ),Businessmen( 15 ),Service (9) ,Others( 18 ).
46
4. What is the image of Oppo in your mind?
Types Economical Durable Safe
products
No.of
people
45 20 10
Percentage 60% 27% 13%
Table 6.4 represents the image of the company .
Interpretation
From the above table, it can be observed that the respondent consider Oppo mobile

as economical (45), durable (20) and safe product (13).
47
5. Do you face battery charging backup problems?
Category YES NO
No. of people 60 15
Percentage 86% 14%
Table 6.5 respondents face battery charging backup problems
Interpretation
From the figure it is very clear that most of the respondants are facing battery charging
backup problem.From the respondents 86% of the respondents agreed that they are facing
battery charging backup problem.
6.Are you satisfied with your mobile phone?
S.No No. of people Percentage
YES 41 55%
NO 34 45%

Table 6.6 Consumers satisfied with their mobile phones or not
Interpretation
From the above table it can be observed that 41 respondents i.e 55% are satisfied
with their mobile phones and rest 34 i.e 45% are not satisfied with their phones.
7. How much time do you spend on your mobile phone on
average in a day (Calls only)?
No. of hours No. of people Percentage
Less than 1 hours 17 23%
From 1 to 2 hours 20 27%
From 2 to 3 hours 33 44%
More than 3 hours 5 6%
Table 6.7 How much time people spend on mobile phones

Interpretation
From the above chart it shows that maximum no. of respondents spend 2-3 hrs only
for communicating from mobile phone. After that 1-2 hrs then less than 1 hr.
8. Which is your favorite feature?
Different
Application
No. of people Percentage
Camera 15 20%
Internet Browsing 35 47%
Gaming 15 20%
Text Messaging 10 13%
Table 6.8respondents favorite features
Interpretation

From the above data it again shows that the most popular Smartphone applications is
Internet browsing and application using and which is for 35 respondents, agter that
Camera and Gaming is 15 respondents and text mssaging is only 10 respondents.
9. Do you think Chinese brand mobile can comapre with other
brands?
Category YES NO MAY BE
No. of people 20 13 42
Percentage 27% 17% 56%
Table 6.9 Comparison of chinese brands with other brands
Interpretation
Now a days every branded Smartphone is assembled by China, that’s why the
perception of customers are changed about Chinese branded Smartphone. The
impact shows in the figure also, 42 respondents think that Chinese branded
smartphone may be can compare with the other branded smartphones, 20
respondents thought that Chinese branded smartphone can directly compare with
other branded smartphones and only 13 respondents don’t think so.
10. Will you recommend oppo mobiles to anybody?

Category No. of people Percentage
YES 48 65%
NO 27 35%
Table 6.10 Recommendation to people
Interpretation
The following graph shows the number of people who recommend oppo mobiles in
total- YES by 48 and NO by 27.
Data Interpretation
Once the data were collected, regarding the interviews, my supervisor at OPPO Delhi
Communication Equipment Co.Ltd was consulted to review which materials were
relevant to the study and what actual analysis can be derived from the gathered
information. The tallies were then converted to percentage-wise statistics, whereby a
finalized analysis of the survey data put together.

CONCLUSION
• Excellent Product Quality: This refers to the product ability to satisfy consumers or
consumers need, both functionally and emotionally. This is the most important factor if a
brand is to be a winning brand. Users are getting smarter in their choice and will not make
purchase decision if they don’t trust in the quality of the product presented to them.
• Comprehensive and thorough communications: Hitting the right
communication channel and effectively delivering the message to potential buyers
contributes to the success of a brand. Even for a good product, if no one knows about it,
talks about it or discuss about it, then the chance of failure for that product is really high.
With that being said, to be on top, OPPO must perform two critical tasks: Design a great
product and build up a communication plan for it. Design of a product would come straight
from the need or expectation of the market. Consumers no longer want to buy what
marketers sell to them; instead they want to buy things to solve their need.

Therefore OPPO must base on the need in the market to come up with the idea or solutions
those consumers and customers would buy. Next would be to build up a strategy, marketing
strategy, communication strategy and so on. At the heart of all those activities is the brand
positioning.

CHAPTER – 8
LIMITATION OF STUDY
. In web-based surveys some customers might give quick answers and not think so much
about the questions or even skip some of the questions.
• High response rate eliminates the possibility of unit non-response error. Because
target population is selected the challenge is to get enough responses from these
specific population units.
• Due to pandemic, conducting survey made challenging. You can’t do face to face
interview.

REFERENCES
• Malonda, A., & Pangemanan, S. S. (2018). PERCEPTUAL MAPPING OF MID END
SMARTPHONE USING MULTIDIMENSIONAL SCALLING ANALYSIS (CASE: OPPO,
SAMSUNG, XIAOMI, AND ASUS). Jurnal EMBA: Jornal Riset Ekonomi, Manajemen, Bisnis
dan Akuntansi, 6(3).
• Berhimpon, G., Pangemanan, S. S., & Rumokoy, F. S. (2018). The analytical hierarchy
process (AHP) on purchase evaluation of low end smartphone in Manado (Case
study: Oppo, Asus and Advan). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen,
Bisnis dan Akuntansi, 6(2).
• Khrisnanda, H. R. R. (2021). THE EFFECT OF BRAND AWARENESS, BRAND
IMAGE, AND BRAND CREDIBILITY ON OPPO MOBILE PHONE BRAND

PRODUCT PURCHASE INTENTION. Diponegoro Journal of Management, 10(2).
• Matta, H., & Gupta, R. A COMPARATIVE STUDY OF CONSUMER’S PERCEPTION
TOWARDS OPPO SMARTPHONES.
.

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