Abstract If one is searching for the most dependable, durable, innovative and newest technology in the world, Apple products usually come to mind. Apple is one of the top producers of portable music devices, smart phones, tablets, laptop and desktop computers, networking devices and much more. There are over a hundred retail stores nationwide and they also have stores abroad in Canada, Japan and the UK. The company was founded in 1976 and the logo was developed shortly after. It is the famous apple with a bite taken out which was meant to emphasize the idea that the Apple was a company built on fresh ideas.
Apple still stands strong today and remains one of the most recognized producers of new, innovative electronics. The purpose of our research was to answer the question that many people want to know the answer to: Is the price paid for Apple products really worth the quality and customer service received? Through surveys conducted by both Apple users and non-users from diverse backgrounds, we were able to perform four tests from the survey results to determine if our hypothesis would be accepted or rejected. Our results show that we accepted all of our hypotheses and rejected the nulls.
Most consumers believe that the quality of the product and level of customer service received is worth the price paid for Apple products. Our results also showed that quality of the product is most important, with price closely following. To conclude, on our next study, we will narrow down our hypothesis and focus only on one factor to compare, versus both quality and customer service in comparison to price. Thi...
s slight change would have made the survey less confusing which would have provided better results to test. Is the Price Paid for Apple Products Worth the Quality and Customer Service Received?
Introduction Apple, Inc. , founded in 1976 by Steve Wozenik and Steve Jobs, is a multinational corporation that designs, manufacturers, and markets personal computers, software, networking solutions and a line of portable digital music players and tablets. Today, it is the largest technology firm in the world, with annual revenues of more than $60 billion on average for the past five years (Market Watch, WSJ). Each year, Apple’s income statement shows an upward trend, and the revenue from this past year has exceeded $108. 6 billion (Market Watch, WSJ).
Apple’s core product line includes the Macintosh line of desktop and notebook computers, iPods, iPhones, iPads, Mac OS X operating system, iTunes Music Store and other products. Furthermore, the company’s well-known products are sold online, through third-party wholesalers and through it’s own chain of stores. Apple’s success stems from their goodwill and ability to continuously come up with futuristic ideas that are implemented so well with extreme precision. While Apple leads in popularity within its niche market, they are one of the most unique companies maintaining the latest and greatest products on the market.
This project was chosen to gain an in depth understanding of what makes Apple’s products and customer service so worthwhile. According to Peter Lippik, the President & CEO of Vocalabs, he recently wrote an article on GreenBook
com comparing Apple service and products to the top competitors in its market. Lippik, based his results on 1,859 completed telephone interviews conducted between May 2008 and December 2009. Sixty-four percent of Apple customers surveyed during 2009 said they were “Very Satisfied” with the call level of customer service (citation).
Taking that into consideration, we would like to discover if the prices paid for Apple products are worth the quality of the products and customer service received. Most people are familiar with Apple’s iPod and iPhone and its’ ease of use, which is one of the reasons we picked this topic. Furthermore, there is often a lot of controversy around the release of each new Apple product, with most customer experiences having mere hedonic value that is commonly translated into being of utilitarian value. Apple products tend to be more expensive despite the computers being made with the same parts as a PC computer.
People often wonder why would one still pay the higher price for such products. Some people are convinced and others aren’t and still consider Apple consumers to be “sheeple”. Our research suggests reasons why Apple has remained one of the top companies of all time. Apple’s customer service, quality of products, software, design, security and overall branding makes them stand out to consumers. Methodology Brit- (you can choose to keep or take out) When conducting our field research we decided to focus on Apple’s product prices.
We wanted to figure out if the product quality and benefits such as customer service coincided with the prices offered. The framework of the survey all centered on finding questions that would best prove whether the product quality and services offered were of satisfactory. First, we decided to ask various questions like, “Do you use Apple products? ” to funnel out the participants that did not apply to our research study. After funneling out the “bad apples” we then began to really indulge into the customer service and quality questions asking, “What is your perception of the quality of Apple products? and rank the “Overall satisfaction of your engagement with Apple customer service. ” The first step in conducting our experiment was to come up with questions for the survey that we were going to hand out. We met as a group and brainstormed different ideas for the questions. Being that everyday consumers such as college students use Apple products, we decided that we should come up with our own questions to really capture information that was important to us as consumers as well. We each came up with a list of about ten to fifteen questions.
After thoroughly reviewing the importance of every single question, we narrowed down our list and selected only those questions that would be beneficial to our research. After selecting the questions, we decided which order we would like those questions to appear on the survey. We believe that the prices paid for Apple are worth the quality and customer service received. The next step in conducting our survey was to hand out the surveys. After the surveys were printed, we all went our separate ways to obtain information
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