Author(s) :   Dr. Sonia Mittal¹, Dr. Asha Chawla²

Abstract : Watches in the present times not only represent a portable timepiece, rather it is viewed as a symbol of fashion, success, glamour and a person’s taste and identity. Due to constant developments in the field of technology, wearables have become the most worked upon technological product. Although, smartwatch is continuously expanding its market but customers’ satisfaction is the term that still remains immeasurable. An effort is made here to measure the level of satisfaction of users of smartwatches with relation to its features. Here in this research paper, we have tried to know whether the buyers and users are satisfied with the features of smartwatches or not. So, a well-designed and structured questionnaire is presented before 255 users from NCR and a valid response of 230 smartwatch users is then retained to draw the meaningful conclusions. The questionnaire included the demographic variables like age, gender, occupation, monthly income etc. of respondents along with the eight features of smartwatches. MS- Excel and SPSS software are used to apply tools like Descriptive Statistics, Weighted Average Score and ANOVA. Hypotheses are developed to know the significant differences between demographic variables and satisfaction level with features of smartwatches. The findings state that majority of the respondents i.e. 87.8 percent are satisfied with the feature of “comfortable to wear”. 84 percent participants are satisfied with the feature “ease to use” and 81.3 percent users are satisfied with “responsiveness” feature whereas 11.7 percent are dissatisfied.

Keywords: Smartwatch, Customer Satisfaction, Customer’s expectations.

DOI : 10.61161/ijarcsms.v11i5.1

Pages : 36-45

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