Introduction To The Internship

STUDY ON ANALYSING CUSTOMER EXPECTATIONS
FROM AN ORGANIC PRODUCTS PORTAL
TABLE OF CONTENT
SL.NO
CONTENT
Executive Summary
CHAPTER 1. Introduction
CHAPTER 2. Industry and Company Profile
CHAPTER 3.Theoretical Background of the study
CHAPTER 4. Data Analysis and Interpretation
CHAPTER 5. Finding, Suggestions and Conclusion
Bibliography
Annexure
PAGE NO.
List of Tables
Department of MBA-RNS Institute of Technology, Bangalore.
1 | Page

SL.NO
1
TABLES
PAGE NO.
Table Showing about gender who have responded for the survey
Table showing qualification of the respondents who are all organic product
2
purchasers
Table showing the respondents Income status
Table showing the age group of the respondents.
Table showing type of customer purchasing the organic products.
Table showing the frequency of purchase of the organic products by the

6
10
customer.
Table showing the respondents opinion that why they prefer to buy online.
Table showing where the respondents usually buy the organic products.
Table showing why the consumer prefers to buy organic products online.
Table showing the respondents opinion about the portal to provide hands on
experience with respect to About we page.
Table showing the showing the respondents opinion about the portal to provide
11
hands on experience with respect to Testimonials.
2 | Page

Table showing the showing the respondents opinion about the portal to
12
provide hands on experience with respect to FAQ Page
13
hands on experience with respect to Reader friendly graph
14
hands on experience with respect to Key words
15
hands on experience with respect to Relevant product content
16
17
hands on experience with respect to Internal links that add value to the
information
hands on experience with respect to Content personalization
18
hands on experience with respect to Easily understandable content
19
hands on experience with respect to Better site search
Table showing the statics of the respondents opinion scales on the below
20
statements.
21
statements
3 | Page

Table showing the statistics of the respondents opinion scales on the
22
below statements
Table showing the statistics of the respondents opinion scales on the below
23
statements
Table showing respondent opinion towards organic product preference due to

24
that portal leads to impulsive buying.
Table showing the respondents opinion about the portal provide good
25
mechanism of review with respect to Customer centric
Table showing the showing the respondents opinion about the portal provide
26
good mechanism of review with respect to Customer are thought new skills
27
hands on experience with respect to Enriched social engagement
28
hands on experience with respect to Sharing of health information
29
experience with respect to Better than offline buying business
Table showing the difficulties that the respondent comes across while buying
30
31
online correspondingly.
Table showing the overall satisfaction towards the available organic products
portal according to respondent.
4 | Page

LIST OF GRAPHS
SL.NO
GRAPHS
PAGE NO.
Graphs Showing about gender who have responded for the

1
survey
Graphs showing qualification of the respondents who are all

2
organic product purchasers
Graphs showing the respondents Income status
Graphs showing the age group of the respondents.
Graphs showing type of customer purchasing the organic

5
products.
Graphs showing the frequency of purchase of the organic

6
products by the customer.
Graphs showing the respondents opinion that why they

7
prefer to buy online.
Graphs showing where the respondents usually buy the

8
organic products.
Graphs showing why the consumer prefers to buy organic

9
products online.
5 | Page

Graphs showing the respondents opinion about the portal to
10
provide hands on experience with respect to About we

page.
Graphs showing the showing the respondents opinion about
11
the portal to provide hands on experience with respect to

Testimonials.

12

FAQ Page

13

Reader friendly graph

14

Key words

15
16

Relevant product content

Internal links that add value to the information

17

Content personalization
18

6 | Page

Easily understandable content
Graphs showing the showing the respondents opinion about the
19
portal to provide hands on experience with respect to Better site
search
Graphs showing the statics of the respondents opinion

20
scales on the below statements.
Graphs showing the statics of the respondents opinion

21
scales on the below statements
Graphs showing the statistics of the respondents opinion

22
Graphs showing the statistics of the respondents opinion

23
Graphs showing respondent opinion towards organic product

24
preference due to that portal leads to impulsive buying.
Graphs showing the respondents opinion about the portal

25
provide good mechanism of review with respect to Customer

centric

26
27
the portal provide good mechanism of review with respect to

Customer are thought new skills

7 | Page

Enriched social engagement

28

Sharing of health information
Graphs showing the respondents opinion about the portal to

29
provide hands on experience with respect to Better than

offline buying business
Graphs showing the difficulties that the respondent comes

30
across while buying online correspondingly.
Graphs showing the overall satisfaction towards the available

31
organic products portal according to respondent.
8 | Page

Executive Summary
9 | Page


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CHAPTER: 1

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CHAPTER -1
Introduction to the Internship
The 12 week internship was carried out at Data talk solution, Bangalore. An
organ study followed by a study of research problem related to a topic in
marketing was a part of this endeavour. The research project was carried out
in reference to the topic.
The main objective of this project net. Analysing customer expectations
from an organic products portal; a study for building customer centric
portal with reference to data talk ltd.
Objectives of the study

1. To identify the factors that increase customer interaction and
engagement on the web.

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2. To investigate the role of an organic food products portal
in consumer buying process
3. To assist the organization (data talk) in exploring key area to be
considered while designing an organic products portal
4. To explore the relationship between various demographic variables
and customer expectations from an organic products portal
Consumer portals are the mixer of hardware and software which enables
two way communications and allows the customer to access the information
on the web.
The companies create online customer portals to provide a self service
option and which minimizes the support cost for the company.
Online customer portals were originally created for the transmittal data and
also for the purchase records. This online portal will help us to reach the
products easily. This portals will provide a place for centralize information
and also for the tools. This will also provide customer relationship
management to acquire more customers and managing and sustain your
relationship.
The effective elements for the customer portal to be effective are to enable
the peer-to-peer interaction the companys ability to answer the question of
the customer by allowing them to ask.
Your organization should provide a safety net for your customers by opening
up the portal into the online based marketing by including peer-to-peer
community features. Secondly it must have a good search engine meant for
the source of information in your portals single search engine will enable
your search that makes customer to reach all blogs, files, discussions,
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support documentation on the portal. Thirdly there should be
segmentation of customers using different products which makes the search
to be more relevant and accessible to fund answers faster.
Lastly it should have exclusive information and updates in the online
customer portal must run as much of your company communicated.
This online customer portal gives your customer much needed access to
information of company, products, customers etc. In order to motivate
customers to use portal, you need to make it worthwhile platform.
Topic chosen for the study

Analysing customer expectation from an organic product portal; a study for
building customer centric portals with reference to Data talk ltd.
Consumer expectations:
Influence factors in purchase decision online

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According to the Linda burros (2010) study it has been figured that 95.5%
on pricing and shipping information sticker shock shipping warranty and
service prices on the product page looks and credible trust worthy 76.5%
lie they see the security Steve riling mailing address etc.... product displayed
on homepage 70.8%. That homepage must have all these stuff. Visually
appealing 66.7% manage people and per in the right way.
Need for the study

Organic market is growing vastly and there are no big players who are
playing in organic portal industry.
This could help the consumer to get awareness and also be able to reach the
organic products easily.
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Scope of the study

The study was conducted only for the online portal users and the scope of
the study is focusing only on the organic consumer no matter both offline
and those who are already buying online so what factors makes them to go
for online.
Methodology adopted for the study

Research design
The analysis was done based on the data collected both on primary and
secondary sources.
Here we have applied descriptive studies for this internship.
As the name suggests descriptive study tries to cover answers to the
questions i.e. who, what, when and how of the research.
The researcher attempts to describe or define a subject often by a profile of
group of problems or people etc.
Method of data collection

The data will collect through primary and secondary sources.
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Primary data
The primary data was collected through the response for the questionnaire
generated. The purpose with the question was to gather information about
consumer perceive.
Secondary data
With company information, statements, policies, profile etc is collected from
the records and the branches available.
Sampling design
Sampling method: convenience sampling and e sampling
Sample unit
Sample size: 60
Tool for collection of data: structured quest.
Review and literature

C. Ranganathan and Shobha Ganapathy (2014) say that due rapid growth in
the e commerce over internet has filled predictions and speculation about
what makes a business to consumer (B2C) website effective.
But yet there must be few empirical studies this issue.
The key characteristics of a B2Cwebsite as perceived by online consumers
based on survey 2014 online shoppers are information content design,
security, and privacy. All these dimensions seem to have greater effect on
purchase intent of consumers.

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2. According to Anna Blomqvist (May 2015) Online consumer behaviour

differs slightly from traditional. The major concerns for consumers when
purchasing items online is trust issue in buyer-selling relationship which
happens that seller will have one information than the buyer about the
product or service quality (Be & Pavla 2002)
There are many motives of consumer adoption of e-commerce and these
motives are primarily personal (Self-gratification, physical activity and
sensory stimulation) and social communication with their friends and own
group status etc.
3. Rainu tanveer singh (May 23, 2013) organic products articles there in
increase in consumption of organic food products as of rising awareness of
healthy food is major shift in for organic products, especially fruit and
vegetables in the cities as about 62% metropolitans by organic and an
increase of 95% in the last 5 yrs according to the survey undertaken by the
associated chambers of commerce and industry of India (ASSOCHAM)
According to Anuradha Reddy portal designing is one of the critical parts of
marketing strategies as well in addressing security concerns. It should be
emphasized in navigation privacy and security (or the trust) it needs to be
seen as virtual store from the consumers point of view and should gain
consumers trust to experience meaningful shopping experience. It should
correlate the experience at a store in person. Consumers develop trust
basing on their website security and safety of the portal.
The satisfaction level derived by consumer depends in the authenticity and
believability of the information offered by a portal.

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LIMITATIONS OF THE STUDY

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CHAPTER: 2

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COMPANY PROFILE
Datatalk Knowledge Solutions
Software Development
About:
Datatalk knowledge services is an IT services company.

Datatalk was founded in 2010 with the purpose of providing customizable,
scalable software products and solutions at low cost of ownership. Datalink
is guided by the belief that it has an important stake in the success and
growth of its customer's businesses. Thus, the approach has always been to
partner our customers to achieve increased reliability, operational efficiency,
and the flexibility to adapt to the ever-changing business regulatory
environment.
Datatalk aims to be an innovative IT group with world- class products and
services. Datatalk knowledge Solutions has been configuring software
solutions for more than a decade across several verticals. It ensures that its
products and solutions meet the need and reflect international standards,
business trends and technological developments.
Datatalk started operating in Bangalore, India by a small team of

Technocrats after having worked in the IT Industry over a decade with strong
technical skills combined with a vision to create new things and to
established a professional, value driven organization.
Datatalk offers expertise in the areas of IT services, Telecom product
development, e-commerce and mobile computing. Datatalks goal is to be an
extended arm of ________product companies and enable them to ensure good
quality productization of their ideas in a smarter way. Since its inception in
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the year 2010 , Datatalk has grown from strength of 4
people to 50
people. With a turnover of _______. Datatalk currently has
overall ____ employees with offices in Bangalore, _______, ______.
Innovative Products
Datatalk provide comprehensive and tailored solutions for the respective
industry segments they address. The products combine an extremely userfriendly front-end with robust backend processes to help users manage their
end-to-end processes and help clients deliver services efficiently and at low
total cost of ownership in a secure operating environment.
Datatalk has executed complex projects for several leading companies.
Currently datatalk is developing a platform for organic products. The
platform provides opportunity for Organic farmers and Organic product
brand to explore new markets and expand horizon
VISION
Datatalks visions to ensure that the products and services we develop
exceed customer expectations and reflect international standards, business
trends and technological developments.
Partners
Datatalk believes that partnerships bring in win-win propositions to the

customer, the Partner and us. We listen to our partners suggestions and it
helps us adapt to changing markets, requirements, and technological
advancements. Datatalk has strategic partnerships with global leaders in
technology products that help us deliver software products and solutions
that bring real business value to our clients. These alliances offer Datatalks
clients the assurance of best-in-class business and technology solutions.
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Sl NO
Client
Location
Datatalks Clients list
Sl NO
Client
Location

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Products and Services
Success Stories
SWOT ANALYSIS
Strength

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Weakness
Opportunities
Threat

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Working @ Datavision
Want to join Datatalk team?
At Datatalk we are all in it together. There is one ambition, one purpose, and
ultimately one team. We ask our people to work together to help us realise
our potential as a business and be trusted advisors to our customers and
partners. We need people who see the value in what we do - both for our
customers and the economy. We need people who look at their role through
the eyes of the customer, and assess their performance as though they were
the CEO.
As a business, we cant afford to stand still, so our people cant either. We
need people who challenge the status quo, people who want to develop and
take what they do to a new level. It doesnt matter whether you are applying
for a receptionist role or a leadership role - we need you to be able to connect
to our purpose and our ambitions, and then do everything you can to take
your personal impact to a new level. Together, and only together, we will win.
Datatalk offers opportunities for enthusiastic and talented people who want
to boost their career by joining a fast growing company.
Contact Address :
Datatalk Knowledge soultions
21/1 , First floor, Aradhya Complex,
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Opposite to National College
Bangalore 560004
PH: +91 80 26610245
Email:info@datatalk.in

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INDUSTRY PROFILE
According to Wilson, Zeithaml, (2008) marketing is not like the traditional
marketing anymore. It has become focusing on relationship marketing now
i.e. customer also involve the whole business process and research has
identified 5 factors that influence consumers purchase decision on portal
i.e. low-price, private label brands are brand, brand related activities
(advertising & word of mouth) demographic factors, purchase intention,
attitude etc.
Brand itself will not contribute in buying; however food product will be
bought price quality relationship in most important factor.
E-commerce giant like Amazon modifies the portal based demographic and
psychographic segmentation which has segmented the market.
According to the research there are many things needs to be considered that
customer portals helps to easily encourage the information sharing between
the customer. Customer centricity of the portal is necessary for your
organization to grow and survive. This will ensure your business strategy to
be implemented in a right way so as to target the right customers.
Customer centric profile provides ultimate use to communicate these
suggestions with customer and also they can also communicate the same. If
products are better aligned with customer expectation and this helps the
organization better respond to the increasing demand of the customers.

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CHAPTER: 3

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CHAPTER 3
THEORETICAL BACKGROUND OF STUDY

Operational Definition and Concepts of Consumer Portal
Definition Consumer Portal is one through which Company can promotes
their product, they can sell transact using GUI (Graphical User Interface)
and it contain a wide variety in form of news, information, links and many
services. Marketing through portal is very big competitive industry and there
is a big demand for the product and services through this.
Most of the company use this consumer portal to attract and keep large
audience. This is no correct business model for this. My research will define
the portal business model and will give the key factors for the success of the
industry. Presently this industry is blooming ad most of the Entrepreneurs
are starting their Business in this.
On the background of Consumer Portal the important thing is the
customer loyalty and we should focus on how to improve that and build long
lasting customer relationship.
From Seth Rand (March 2014) says that these are things to be
considered while designing a portal.
Selecting a domain and Host:It is said that with great domain names like Google and Yahoo will
gives us much clear picture about the company details. If your
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business is easily accused through in turn gets more
customers.
Colour Background/Scheme:Color Schemes are more important. Choosing different colors will
make to evoke emotional responses like alum, or frustration.
When it comes to selecting colors in your website, design, it is
important to concentrate on companys niche, target audience,
branding.
Functionality:When we talk about functionality i.e., website functionality in literal
sense i.e., we need to check on contact forms, customer feedback,
surveys sections of your site in working properly. Functional issue can
prompt a customer to unit from the portal.
Branding:Branding logo contribute a lot. Various options professionally designed
logos will help the business to improve. The location on your site that
the brands logo must appear should be very catchy. The logo must
also appear in packaging, print advertising, branded apparel.
Navigation:-

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Website is difficult to navigate then definitely it makes the
customer to leave the site. It increase your sites navigation conduct
in-depth site in format improve a visitors ability to navigate you must
insert a site map.
By eliminating the unnecessary or underperforming pages helps to
improve brands online presence.
Visibility:Your portal is likely to increase the customer interest and encourage

business. Your portal will get more visibility by displaying product and
service information in a clear, concise manner. You should be sure
that your website has many features that a customer be able to easily
accessible. The layout of your portal should encourage social sharing
and further interaction on your brand. These will optimize the site
visibility.
Call of Action:Placing a Contact us today will encourage customer to contact your
organization which in turn develops and encourage a relationship with
its customers and this will call to action which will help to solve the
customer queries. They will enjoy participating in your portal and
rewards loyalty customer.
Short Loading Times:Department of MBA-RNS Institute of Technology, Bangalore.
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Slow loading times will make the customer to become
unhappy about the site.
You should test your portal ahead of time will help to know about
loading time issues. Short load time helps the customer to search the
products and services whenever they want. If your portal does not
then other competitors will.
Compatibility with multiple Browsers:The internet explorer and Chrome to firebox safari. It can be reachable
from all multiple browsers which make the portal to be flexible enough
to reach out the customers who are practised to browse from all.
Customer Testimonials:Testimonials of the customer can help to popularise your business. By

building an appropriate customer testimonials helps to have a loyal
customer database.
If customer gives a recorded testimonial create a branded video. If your
portal is genuine with testimonials it gains more new customers.
What are uses of Online customer portal:1) It helps in scalable customer relationship management.
This is an appropriate way to contact and sell your product to your
customer. Managing your relationships with large customer has
become more competition. So having an online portal helps to manage
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everyone i.e., bill payments purchase records order
history option to your customer minimizes interest will help to give the
feedback immediately which is not possible in the traditional market.
2) You can deliver Self-service option and lower support cost:A Portal makes people to search for all the products and online
customer portal will help the customer only destinations to
administer transactional data such as bill payment purchase
records and order history.

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CHAPTER: 4

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CHAPTER 4
ANALYSIS AND INTERPRETATION

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38 |

Table 1:
Table says about gender who have responded for the survey
Choice
s
Male
Female
Number
23
27
Percentag
e
46%
54%
Analysis:
46% of are male respondents. 54% are female ones.
The majority are female buyers and with a slight deviation male candidates are
less.
Chart Title
Male
54%
46%
Female
Interpretation:
It can be inferred from the graph In India most of the women's are the one
who take the decision for buying monthly groceries and all other stuff. So
it's very obvious for females to lead in such case.
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Table 2:
Table showing qualification of the respondents who are all organic product
purchasers
Choices
Respondents
Percentage
Highschool
0%
PUC
18%
Gradutation
28
56%
Post Gradutation
13
26%
Analysis:
18% of the respondents are PUC holders .56% of the respondents from which data
collected where Graduates .26% of the respondents where post graduates
The majority of the people are graduates and few are post graduates.
Chart Title
26%
18%
Highschool
PUC
Gradutation
Post Gradutation
56%

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Interpertation:
It can be inferred from the above graph Comparing with all other age
groups, graduate students are quiet conscious what's going on in and
around. Probably they have more link with social networks which helps
them to get awareness on health tips.
Table 3:
Table showing the respondents Income status
Choices
Respondents
Percentage
<20,000
13
26%
21,000 to 40,000
16%
41000 to 60000
12%
>60000
23
46%
Analysis:
From the table it is clear that 26% of the respondents are salary is less than
20,000.16% of the respondents salary is in between 21,000 to 40,000.And 12% of
the respondents salary is in between 41000 to 60000.46% of the respondents
salary is more than 60,000. The majority of the peoples salary is above 60000.And
fewer people it is below 20000.

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Chart Title
<20,000
26%
21,000 to 40,000
41000 to 60000
46%
>60000
16%
12%
Interpretation:
It can be inferred from the above graph Generally organic products are little
expensive in comparison to general products in the same category, so
affordability factor comes to picture.
Table 4:
Table showing the age group of the respondents.
Choices
Respondents
Percentage
<20
0%
20 to 30
38
76%
30 to 40
12
24%
>40
0%
Total
Analysis:
It is clear from the table that 76% of the respondents are in the age group of 20
yrs.to 30 yrs.old. And 24% of the respondents are in the group of 30 to 40yrs old.
The majority of the buyers are at the age group 20 to 30.
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Chart Title
38
12
0
0%
<20
0
20 to76%
30
30 to24%
40
0%
>40
total
Interpretation:
It can be inferred from the above graph Age group of 20-30 are mostly those
who are very aggressive buyers, indicates towards the majority population in
India also who are the best age group for any product company to target.
Table 5:
Table showing type of customer purchasing the organic products.
Choices
Respondents
Percentage
Individual
46
92%
Organization
8%
Analysis:
It is clear from the table that 92% of the individuals are employees. And 8% of the
individuals are employers. The majority of the buyers are individuals.
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Individual
2%
98%
Interpretation:
It can be inferred from the above graph No company will add cost to
company by increasing their budget, so individuals are the ideal customers.
Table 6:
Table showing the frequency of purchase of the organic products by the customer.
Choices
Respondents
Percentage
Once in a month
37
74%
Twice in a month
12
24%
Thrice in month
2%
More
0%
50
100%
than
three
times a month
Total

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44 |

Analysis:
From the table is clear that 74% of the respondents by once a month. 24% of
the respondents by twice a month and 2% of the respondents by thrice a month.
The majority of them buy once a month and very few prefer buying twice.
Chart Title
Once in a month
Twice in a month
Thrice in month
More than three times a month
Interpretation:
It can be inferred from the above graph Price & time factor bars most
Indian to go for premium products repeatedly
Table 7:
Table showing the respondents opinion that why they prefer to buy online.
Choices
Respondents
Percentage
Better quality
17
34%
Value for money
6%
Swadeshi
14
28%
Health reasons
16
32%
Total
50
100%

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45 |

Analysis:
From the table it is clear that 34% of the respondents buy because for the
better quality of the products.6% of the respondents buy for the value for the
money they buy.28% of them buy as it is a swadeshi products .And 32% of them for
their health reasons. most of the people like to buy organic because of better
quality and health reasons. Few of them buy because as it is Swedish products
Chart Title
18
16
17
16
14
14
12
10
8
6
4
2
0
3
34%
Better quality
6%
Value for money
28%
Swadeshi
32%
Health reasons
Interpretation:
From the above graph it can be inferred that Heath & Quality wins the
minds of consumers if its available in one click without putting physical
effort, that's what today people demand.
Table 8:
Table showing where the respondents usually buy the organic products.
Choices
Respondents
Percentage
Kirana
2%
8%
shops/small shops
Wholesale stores

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Malls
8%
If you would like to
41
82%
50
100%
buy online
Total
Analysis:
From the table it is clear that 2% of the respondent buy from the kirana
shops.8% of them buy from wholesale stores.8% of them buy from malls.82% of
them buy from online. it can be inferred that most of the people prefer buying
online .
Chart Title
41
lin
e
82%
to
le
s
bu
al
e
on
or
es
st
8%
w
ou
ld
lik
e
W
ho
sm
al
ls
s/
op
If
yo
u
Ki
ra
n
sh
8%
M
al
ls
2%
ho
ps
Interpretation:
From the above graph Cost and time saving are two things people look for in
today's era due to their busy schedule. Online portals ensure the same
feasibility for their customers.
Table 9:
Table showing why the consumer prefer to buy organic products online.
Choices
Respondents
Percentage
Convenience
4%

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47 |

Visual factor
17
34%
Quick response
31
62%
Flexibilty
0%
Total
50
100%
Analysis:
It is clear from the table that 4% of the people prefer to buy organic product
because of
Convenience factor.34% of the people prefer to buy because of visual factor. 62% of
them prefer to buy because of quick response. Most of the people prefer buy online
due to quick response and secondly visual factor.
Chart Title
Convenience
Visual factor
Quick response
Flexibilty
Interpretation:
From the above graph it can be inferred that Live chat, Ratings and reviews unique
features available for each and every product helps online buyers to get a details knowledge
about the product before ordering anything. On the other side its completely opposite in case of
retail store
Table 10:
experience with respect to About we page.
Choices
Respondents
Percentage

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48 |

Strongly Agree
0%
Agree
18%
Neutral
32
64%
Disagree
18%
Strongly disagree
0%
Total
50
100%
Analysis:
It is clear from the table that 18% of the respondents agree that it provides.64% of
them have neutral opinion on it.18% of them disagree with the statement that it
provides hands on experience. Most of the people have no strong opinion the
service provider information.
Chart Title
0%
0
Strongly disagree
18%
Disagree
64%
Neutral
32
18%
Agree
9
0%
0
Strongly Agree
0
10
15
20
25
30
35
Interpretation:
From the above graph it can be inferred that Its prefixed for a buyer visiting online
store what product what he/she wants to order. If the purpose of visiting online
store is fulfilled then buyer will switch to another available option. So its a neutral
opinion on the same.
Table 11:
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Table showing the showing the respondents opinion about the portal
to provide hands on experience with respect to Testimonials.
Choices
Respondents
Percentage
Strongly agree
0%
Agree
19
38%
Neutral
14
28%
Disagree
17
34%
Strongly Disagree
0%
Total
50
100%
Analysis:
From the table respondents it is clear that 38% of agree with the statement.28% of
the respondents has neutral opinion that it provides hands on experience with
respect to testimonials.34% of the respondents disagree with it. it can be inferred
that most of the people says providing testimonials is important.
Chart Title
gr
ee
gr
ee
ro
n
gl
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D
is
a
D
is
a
tr
al
N
eu
Ag
re
e
St
St
ro
n
gl
y
ag
re
e
20
18
16
14
12
10
8
6
4
2
0
Interpretation:
From the above graph its all about the users experience after the usage of
the product, can be bad or good. Certainly its helpful for other buyers for
the same product or the portal.

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50 |

Table 12:
hands on experience with respect to FAQ Page
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
8%
Neutral
29
58%
Disagree
2%
Strongly disagree
0%
Total
50
100%
Analysis:
From the table it clear that 8% of the people agree with the statement.58% have
neutral opinion on it.2% disagree with statement. Most of the people have no strong
opinion on it.
Chart Title
gr
ee
gr
ee
St
ro
n
gl
y
di
sa
D
is
a
tr
al
eu
N
gl
y
ro
n
St
Ag
re
e
70%
60%
50%
40%
30%
20%
10%
0%
Ag
re
e
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it can be inferred that it has been observed most
online buyers don't visit the FAQ page available on each site for their
convenience, so a neutral answer. As most of the online buyers shop to save
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51 |

time and they feel to looking into other than product pages is a
waste of time.
Table 13:
hands on experience with respect to Reader friendly graph
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
8%
Neutral
41
82%
Disagree
10%
Strongly disagree
0%
Total
50
100%
Analysis:
neutral opinion on it.10% disagree with statement. Most of the people have no
strong opinion on it.
Chart Title
41
0
10%
0%
St
ro
n
gl
y
di
sa
gr
ee
gr
ee
5
D
is
a
82%
tr
al
8%
N
eu
gl
y
ro
n
St
4
Ag
re
e
0%
Ag
re
e
Interpreation:

Page
52 |

From the above graph it can be inferred that Every ECommerce
portal don't follow the same standards of page layout. User experience
differs from website to website, its very difficult to get a track of it.
Table 14:
hands on experience with respect to Key words
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
33
66%
Neutral
14%
Disagree
18%
Strongly disagree
10%
Total
50
100%
Analysis:
neutral opinion on it.18% disagree with statement. 10% strongly disagree with the
statement. the people have reported that most of the portals provide Good hands
on experience on the key word.

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53 |

Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
15
20
25
30
35
Interpretation:
From the above graph it can be inferred that Keyword optimization plays a
vital role while buyers search for any product or service in any ecommerce
site. Relevant results popping-up for the keyword searched can get more
customers along with gaining customer satisfaction.
Table 15:
hands on experience with respect to Relevant product content
Choices
Respondents
Percentage
Strongly Agree
6%
Agree
37
74%
Neutral
14%
Disagree
6%
Strongly disagree
0%
Total
50
100%
Analysis:
neutral opinion on it.6% disagree with statement. 6% strongly agree with the

Page
54 |

statement. people have reported that most of the portals provide
related product content.
Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
15
20
25
30
35
40
Interpretation:
From the above graph it can be inferred that Displaying product details is
also helpful for a buyer to get a through idea before placing the order.
Customers give positive response every-time for the same.
Table 16:
hands on experience with respect to Internal links that add value to the
information
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
50
100%
Neutral
0%
Disagree
0%
Strongly disagree
0%
Total
50
100%

Page
55 |

Analysis:
From the table it clear that 100% of the people agree with the statement. all of the
people have reported that Internal links add value to the information.
Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
20
30
40
50
60
Interpretation:
From the above graph it can be inferred that External links with product
images and videos helps to retain online buyers as it helps them as an addon feature for them before placing the order.
Table 17:
hands on experience with respect to Content personalization
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
6%
Neutral
15
30%
Disagree
6%
Strongly disagree
29
58%
Total
50
100%

Page
56 |

Analysis:
statement. Majority of the online purchasing people have reported that content
provided by the majority portals are not personalised, its more generalised.
Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
15
20
25
30
35
Interpretation:
From the above graph it can be inferred that Change in any kind of content
for any product displayed may not be suitable for customers either way. As
some may understand and some may not, which leads to a dissatisfied
customer. More accurate with simple understanding content is the ideal way
to keep customers happy and retain.
Table 18:
hands on experience with respect to Easily understandable content
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
37
74%
Neutral
18%
Disagree
6%

Page
57 |

Strongly disagree
2%
Total
50
100%
Analysis:
statement. Majority of the online purchasing people have reported that content
provided by the majority portals are good.
Chart Title
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N
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Ag
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St
St
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n
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n
gl
y
Ag
re
e
40
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it can be inferred that A good and simple content
helps to retain customers and a good sign to attract more customers.
Table 19:
hands on experience with respect to Better site search
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12%

Page
58 |

Neutral
14%
Disagree
36
72%
Strongly disagree
2%
Total
50
100%
Analysis:
statement. Majority of the online purchasing people have reported that they already
have hands on experience on the portal and do not give credit to the particular
portal.
Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
15
20
25
30
35
40
Interpretation:
From the above graph it can be inferred that every shopping site cannot be
same in terms of product showcase, product info, price, user friendly etc.
Keeping simple is the best way for better trade.
COMMUNICATION PLATFORM ON THE PORTAL
TABLES20:
statements.
FACTORS
SA

Page
SD
59 |

Product
27
14
Live chat
38
Visual
38
34
38
video
image
of
products
New
categories
Effective
sales copy
Analysis: from the table it can be noted that the product video in the portal is said
to be good 27 respondents have agreed. Live chat is said to be dis agreed by 38
respondents. Usually image of the products is said to be agreed but the new
categories and effective sales copy is said to be dis agreed.
Chart Title
38
38
38
34
27
14
0 0 0
SA 1
6 6 6 6 6
N
5
D
Product video
Live chat
Visual image of products
New categories
1 SD
1 1 2
Effective sales copy
Interpretation:
Quality image and videos helps the customers to get a through idea on the
products. This helps the customers to take a quick decision while
purchasing. The best way to attract customers as there is
proverb"Jodikhtahaiwohbiktahai".
TRANSCATION PERFORMED ON THE PORTAL:
TABLES 21:

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60 |

Table showing the statics of the respondents opinion scales on the
below statements
FACTORS
SA
SD
Easy
28
11
42
35
11
31
39
payment
options
Secured
monitory
dealings
Selfserviced
options
Product
replacemen
t assurance
Billing
accuracy
Analysis: It can be analysed that there is good easy payment option and good
secured dealings and self serviced options is said to be neutral opinion.
Chart Title
9112
0
71
72
22
31
11 4
SD
Bi
lli
ng
Se
461
ac
op
d
rv
ic
e
lfse
SA
039
cu
tio
tio
ns
op
t
ym
en
pa
sy
Ea
35
cy
42
ra
ns
028
Interpretation:
Satisfying customers can be done in 100 ways but making them pay for it is
really tough. Need to get them a platform where they feel that they have
taken a right decision while paying for the product. Integrating secured
payment gateway options can increase sales.
REVIEW PLATFORM ON THE PORTAL:
Page
61 |

TABLES 22:
statements
FACTORS
SA
SD
Product
32
40
36
37
11
36
11
feedback
Customer
to
customer
interaction
Expression
of opinion
about
product
features
Social
media
interaction
Customer
support
request
Analysis: it can be analysed that the product feedback dis agreed and customer to
customer interaction is disagreed by most of the respondent.
Chart Title
37
0 0 0 0
1
SA
9 4 8
A
36 3240 36
6 6 N
4 11
D 1
11
0
2
2 1 3
SD
Product feedback
Customer to customer interaction
Expression of opinion about product features
Social media interaction
Customer support request
Interpretation:
Online buyers always look forward get any kind of assistance before they are ready
to place the order. Once they are clarified with all they questions in their mind they
easily go for it. Its a must for every ecommerce portal to provide such options for
Page
62 |

interaction of customers, as they are targeting a bunch of literate
people.
GENERAL PORTAL FEATURES:
TABLES 23:
statements
FACTORS
SA
SD
Organic
37
13
31
are
11
28
Information
13
26
44
food
product
portals are
easy to use
They
are
attractive
They
flexible
supplied is
of
standard
quality
High
of
easy
doing
business
Analysis: it is analysed organic food product portal is agreed to be easy to use and
they are attractive and they are not as flexible as inferred by most of the respondent
Chart Title
37
0 0 0
6
SA
44
131113
A
31
1
28
26
7
N
2 5 D 5 2
0
4 2
2 1 SD
Organic food product portals are easy to use

They are attractive
They are flexible
Information supplied is of a standard quality
High easy of doing business

Page
63 |

Interpretation:
If all the queries of customers are handled rightly that may lead to more
footfall and increase in sale. Providing convenience is very much required in
such case.

Page
64 |

Table 24:
Table showing respondent opinion towards organic product preference due to that
portal leads to impulsive buying.
Choices
Number
Percentage
YES
17
34%
NO
33
66%
TOTAL
50
100%
Analysis:
From the table it clear that 34% of the people agree with the statement. 66%
disagree with statement. Majority of the people have reported that its not the
appearance of the portal makes them buy its reliable information that helps them
buy.
Chart Title
35
30
25
20
15
10
5
0
2
YES
NO
Interpretation:
Page
65 |

From the above graph it can be inferred that Organic products
doesn't come under such category where buyers will have impulsive buying
nature. It needs a lot of awareness among the individuals.
SPECIFIC PORTAL BENEFITS:

Table 25:
Table showing the respondents opinion about the portal provide good mechanism
of review with respect to Customer centric
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12%
Neutral
32
64%
Disagree
10
20%
Strongly disagree
4%
Total
50
100%
Analysis:
statement. Majority of the people have provided neutral opinion. Not majority of the
portals are customer centric.

Page
66 |

Chart Title
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gl
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tr
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N
eu
Ag
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St
St
ro
n
ro
n
gl
y
Ag
re
e
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it can be inferred that In order to reach out more buyers for a
ecommerce portal its necessary to be a customer centric, making money should not be only
motive while selling the products. Tracking pres-ale and post sales customer is a must for every
portal.

Table 26:
Table showing the showing the respondents opinion about the portal provide good
mechanism of review with respect to Customer are thought new skills
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12
24%
Neutral
6%
Disagree
34
68%
Strongly disagree
2%
Total
50
100%
Analysis:
Page
67 |

statement. Majority of the people believe that online purchase need
not necessary be the reason for learning computer skills.
Chart Title
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ee
D
is
a
St
St
ro
n
ro
n
gl
y
di
sa
gr
ee
tr
al
eu
N
Ag
re
e
gl
y
Ag
re
e
40
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it can be inferred that Getting feedback from
customers is also necessary for a ecommerce portals, wherein most follow
the same. And getting the customers thought / suggestions can be helpful to
insincere sales.
Table 27:
hands on experience with respect to Enriched social engagaement
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
11
22%
Neutral
31
62%
Disagree
16%
Strongly disagree
0%
Total
50
100%
Analysis:
Page
68 |

From the table it clear that 22% of the people agree with the
statement.62% have neutral opinion on it.16% disagree with statement. 0%
strongly disagree with the statement.
Chart Title
Strongly disagree
Disagree
Neutral
Agree
Strongly Agree
0
10
15
20
25
30
35
Interpretation:
From the above graph it can be inferred that majority of the people have provided
neutral opinion. The benefits online interaction provides in enriching social
engagement are not fully exploited.

Table 28:
Table showing the showing the respondents opinion about the portal to
provide hands on experience with respect to Sharing of health informationl
Choices
Respondents
Percentage
Strongly Agree
14%
Agree
42
84%
Neutral
2%
Disagree
Strongly disagree
Total
50
100%

Page
69 |

Analysis:
statement.14% OF THE RESPONDENTS STRONGLY AGREE WITH THE statements
Chart Title
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St
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n
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gl
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di
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D
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gr
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tr
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N
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Ag
re
e
gl
y
Ag
re
e
45
40
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it can be inferred that majority of the people agree that the
portals provide good & reliable information about health benefits.
Table 29:
experience with respect to Better than offline buying business
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12%
Neutral
15
30%
Disagree
19
38%

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70 |

Strongly disagree
10
20%
Total
50
100%
Analysis:
statement.
Chart Title
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ee
gl
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di
sa
D
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gr
ee
tr
al
N
eu
Ag
re
e
St
St
ro
n
ro
n
gl
y
Ag
re
e
20
18
16
14
12
10
8
6
4
2
0
Interpretation:
From the above graph it can be inferred that majority of people still believe that
buying offline is more convenient compared to online. Anyhow the sum of people
with neutral and agree opinions show positive prospect.
Table 30:
Table showing the difficulties that the respondent comes across while buying online
correspondingly.
Choices
Respondents
Percentage
NAVIGATION
17
34%
Quick response
10
20%
Actual delivery
13
26%
Grievance
10
20%

Page
71 |

handling
Toatl
50
100%
Analysis:
From the table it clear that 34% of the people says it is with respect to
navigation.20% of the people says it is with respect to quick response.26% of the
people says it is with respect to Actual delivery.
20% of the people says it is with respect to Grievance handling.
Chart Title
Grievance handling
Actual delivery
Quick response
NAVIGATION
0
10
12
14
16
18
Interpretation:
From the above graph it can be inferred that the navigation across multiple
websites is of more concern than the other possible difficulties .Actual delivery
stands next concern when it comes to online purchase.
Table 31:
Table showing the overall satisfaction towards the available organic products portal
according to respondent.
Choices
Respondents
Percentage
HIGHLY SATISFIED
0%
RESPONSE SATISFIED
30
60%
DELIVERY NEUTRAL
13
26%

Page
72 |

HANDLING
8%
6%
50
100%
DISSATISFIED
HIGHLY
DIS
SATISFIED
Total
Analysis:
From the table it clear that 0% of the people says they are highly satisfied.60% of
the people says that response satisfied.26% of the people says that delivery
dissatisfied.8%% of the people says handling dissatisfied. 6% of the people say that
they are highly dis satisfied
Chart Title
IE
D
D
IS
LY
H
IG
H
AN
D
LI
N
D
IS
S
SA
TI
SF
AT
IS
F
IE
D
TR
AL
N
EU
IE
D
D
EL
IV
ER
Y
SA
TI
SF
SE
PO
N
RE
S
H
IG
H
LY
SA
TI
SF
IE
D
35
30
25
20
15
10
5
0
Interpretation:
From the above graph it is clear that majority of the respondents are satisfied with
the responses and the responses is associated with answering there complaints
which they have submitted via web, telephone, mail, or fax. And the delivery of the
products to the registered customer is been neutral opinion. Very less customer
says that handling these grievances is said to dissatisfy.
So it is infer that handling the grievances has to be improved.
HYPOTHESIS
H0:

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73 |

There is no relationship between opinion towards transactions value
on the consumer portal and review value / platform on consumer portal
H1:
There is relationship between opinion towards transactions value on the consumer
portal and review value / platform on consumer portal
avg9
Spearman's rho
avg10
avg9
avg10
Correlation Coefficient
1.000
.147
Sig. (2-tailed)
.308
50
50
Correlation Coefficient
.147
1.000
Sig. (2-tailed)
.308
50
50
Inference: Since r+ 0.147, we can infer that there is a low positive relationship
between the two variables
Conclusion:
Since signed value i.e. P value is .308 which Is greater than .05, we accept H0 and
conclude that there is no relationship between opinion towards transaction value
and review value on the consumer portal for organic food products
Independent sample T-Test

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74 |

H0:
There is no relationship between gender and opinion towards impulsive buying
Through organic food products portal
H1:
There is relationship between gender and opinion towards impulsive buying
Through organic food products portal
Independent Samples Test
Levene's
Test
for
Equality
of t-test for Equality of Means
Variances
Q12
Equal variances assumed
Sig.
df
Sig. (2-taile
5.297
.026
-1.302
48
.199
-1.289
44.318
.204
Equal variances not assumed
Conclusion:
Since significance value is 0.026 i.e. P value being < than 0.05, we reject H0 and
conclude that there is a relationship between gender and opinion towards impulsive
buying (through a organic food products portal)
Multiregression:
Page
75 |

H0:
Reasons for buying online, impulsive buying and difficulties while accessing portals
are not good predictors of overall satisfaction towards the portal
H1:
Reasons for buying online, impulsive buying and difficulties while accessing portals
are good predictors of overall satisfaction towards the portal
Variables Entered/Removeda
Model
Variables
Variables
Entered
1
Method
Removed
Q14, Q12, Q5
Enter
a. Dependent Variable: Q15

b. All requested variables entered.
Model Summary
Model
R Square
Adjusted
R Std. Error of the Estimate
Square
1
.324a
.105
.047
.860
a. Predictors: (Constant), Q14, Q12, Q5

ANOVAa
Model
Sum of Squares
df
Mean Square
Sig.
Regression
3.987
1.329
1.797
.161b
Residual
34.013
46
.739
Total
38.000
49
a. Dependent Variable: Q15

b. Predictors: (Constant), Q14, Q12, Q5
Since r or r2 values are lesser i.e. 0.105 we can infer that there is a weak
relationship between predictors and dependent variables
Conclusion:
Since sign value is 0.161 i.e. as P value > than 0.05 , we accept H0 and conclude
that reason for buying online, impulsive buying and difficulties while accessing
portals are not good predictors of overall satisfaction towards portal.
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76 |

Chi-square:
H0:
There is no relationship between type of consumer and the reason for buying
organic foods online (portal)
H1:
There is relationship between type of consumer and the reason for buying organic
foods online (portal)
Case Processing Summary
Cases
Valid
Type * Q5
Missing
Total
Percent
Percent
Percent
50
94.3%
5.7%
53
100.0%
Type * Q5 Crosstabulation
Count
Q5
Type
Total
18
26
46
18
30
50
Total
Chi-Square Tests
Value
df
Asymp. Sig. (2-sided)
Pearson Chi-Square
2.899a
.235
Likelihood Ratio
4.316
.116
Linear-by-Linear Association
2.527
.112
N of Valid Cases
50
Since sign value is 0.235 i.e. as P value is > than 0.05, we accept H0 and
conclude that their is no relationship between type of consumers and reason
for buying organic food products online.
Page
77 |

CHAPTER: 5

Page
78 |

CHAPTER 5
SUMMARY OF FINDINGS CONCLUSION AND SUGGESITION

Findings
In India most of the women's are the one who take the decision for
buying monthly groceries and all other stuff. So it's very obvious for
females to lead in such case.
Comparing with all other age groups, graduate students are quiet
conscious what's going on in and around. Probably they have more
link with social networks which helps them to get awareness on health
tips.
I generally organic products are little expensive in comparison to

general products in the same category, so affordability factor comes to
picture.
Age group of 20-30 are mostly those who are very aggressive buyers,
indicate towards the majority population in India also who are the
best age group for any product company to target.

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79 |

No company will add cost to company by increasing their
budget, so individuals are the ideal customers.
Price & time factor bars most Indian to go for premium products
repeatedly
It can be inferred that Heath & Quality wins the minds of consumers
if its available in one click without putting physical effort, that's what
today people demand.
Cost and time saving are two things people look for in today's era due
to their busy schedule. Online portals ensure the same feasibility for
their customers.
It can be inferred that Live chat, Ratings and reviews unique features
available for each and every product helps online buyers to get a
details knowledge about the product before ordering anything. On the
other side its completely opposite in case of retail store
It can be inferred that Its prefixed for a buyer visiting online store
what product what he/she wants to order. If the purpose of visiting
online store is fulfilled then buyer will switch to another available
option. So its a neutral opinion on the same.
Its all about the users experience after the usage of the product, can
be bad or good. Certainly its helpful for other buyers for the same
product or the portal.
It can be inferred that It has been observed most online buyers don't
visit the FAQ page available on each site for their convenience, so a
neutral answer. As most of the online buyers shop to save time and
they feel to looking into other than product pages is a waste of time.

Page
80 |

It can be inferred that Every ecommerce portal don't
follow the same standards of page layout. User experience differs from
website to website, its very difficult to get a track of it.
It can be inferred that Keyword optimization plays a vital role while

buyers search for any product or service in any ecommerce site.
Relevant results popping-up for the keyword searched can get more
customers along with gaining customer satisfaction.
It can be inferred that Displaying product details is also helpful for a

buyer to get a through idea before placing the order. Customers give
positive response every-time for the same.
It can be inferred that External links with product images and videos
helps to reatain online buyers as it helps them as an add-on feature
for them before placing the order.
It can be inferred that Change in any kind of content for any product
displayed may not be suitable for customers either way. As some may
understand and some may not, which leads to a dissatisfied customer.
More accurate with simple understanding content is the ideal way to
keep customers happy and retain.
It can be inferred that A good and simple content helps to retain

customers and a good sign to attract more customers.
It can be inferred that Every shopping site cannot be same in terms of

product showcase, product info, price, user friendly etc. Keeping
simple is the best way for better trade.

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Quality image and videos helps the customers to get a
through idea on the products. This helps the customers to take a
quick decision while purchasing. The best way to attract customers as
there is proverb"Jodikhtahaiwohbiktahai".
Satisfying customers can be done in 100 ways but making them pay
for it is really tough. Need to get them a platform where they feel that
they have taken a right decision while paying for the product.
Integrating secured payment gateway options can increase sales.
Online buyers always look forward get any kind of assistance before
they are ready to place the order. Once they are clarified with all they
questions in their mind they easily go for it. Its a must for every
ecommerce portal to provide such options for interaction of customers,
as they are targeting a bunch of literate people.
If all the queries of customers are handled rightly that may lead to
more footfall and increase in sale. Providing convenience is very much
required in such case.
Organic products doesn't come under such category where buyers will
have impulsive buying nature. It needs a lot of awraeness among the
individuals.
In order to reach out more buyers for a ecommerce portal its

necessary to be a customer centric, making money should not be only
motive while selling the products. Tracking pres-ale and post sales
customer is a must for every portal.

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Getting feedback from customers is also necessary for a
ecommerce portals, wherein most follow the same. And getting the
customers thought / suggestions can be helpful to insincere sales.
Majority of the people have provided neutral opinion.
The benefits online interaction provide in enriching social engagement

are not fully exploited.
Majority of the people agree that the portals provide good & reliable
information about health benefits.
Majority of people still believe that buying offline is more convenient

compared to online. Anyhow the sum of people with neutral and agree
opinions show positive prospect.
The navigation across multiple websites is of more concern than the

other possible difficulties .Actual delivery stands next concern when it
comes to online purchase.
It is clear that majority of the respondents are satisfied with the

responses and the responses is associated with answering there
complaints which they have submitted via web, telephone, mail, or
fax. And the delivery of the products to the registered customer is
been neutral opinion. Very less customer says that handling these
grievances is said to dissatisfy. So it is infer that handling the
grievances has to be improved.
CONCLUSION:

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SUGGESSITIONS/ RECOMMENDATIONS

Page
84 |

QUESTIONNAIRE
Respected Sir/Madam,
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85 |

Below is a questionnaire prepared by M/S Nagashree , 4th semester
student perusing her MBA from RNS Institute of Technology . In the capacity of the
research she is carrying out a survey requiring to understand the consumer
expectations perspective of an organic food products portal so is to assist her
organization in building an effective customer centric portal. The respondent is
required to take few minutes to complete the survey. The information so collected
would be used for academic purposes only.
Demographic Information
NAME:_____________________________________
Gender:
Male
Female
Qualification:
High School
PUC
Graduation
Post-Graduation
Income status (permonth):
< 20,000
20,000 to 40,000
40,000 to 60,000
>60,000
Type of consumer:
Individual
Organization
Age:
<20
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86 |

20 to 30
30 to 40
>40
Questions:
1. How frequently do you purchase organic products?
i)
ii)
iii)
iv)
Once in a month
Twice in a month
Thrice in a month
2. Why do you prefer organic food products?

i)
ii)
iii)
iv)
Better quality
Value for money
Swadeshi
Health reasons
3. Where do you usually buy organic food products?

i)
ii)
iii)
iv)
Kirana shops/Small shops

Wholesale stores
Malls
If you would like to buy Online
4. What is the frequency of your online organic foodproduct

purchase?
i)
ii)
iii)
iv)
Once a month
Twice a month
Thrice a month
5. Why do you prefer to buy or shop for organic food products

online?
i)
ii)
iii)
iv)
v)
Convenience
Visual factor
Quick response
Flexibility
Any other please specify__________________________________________

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6. Place you preference on a five item scale as per the

instruction given below
Strongly agree (SA); Agree (A) ; Neutral (N); Disagree (D); strongly disagree
(SD)
Information platform on the portal
Statements (particulars)
The organic food portal provides me good hands on experience

with respect to the following
i)
ii)
iii)
iv)
About us page
Testimonials
FAQ page
Reader friendly paragraphs
v) Key words
SA
SD
7. Place you preference on a five item scale as per the instruction

given below
Strongly agree (SA); Agree (A); Neutral (N) ; Disagree (D) ; strongly disagree
(SD)
Content platform on the portal
The organic food portal provides me good hands on experience

with respect to the following
i) Relevant product content
ii) Internal links that add value to
the information
iii) Content personalization
iv) Easily understandable content
v) Better site search
SA
SD

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88 |

Communication platform on the portal

given below
Strongly agree (SA) ; Agree (A) ; Neutral (N) ; Disagree (D) ; strongly disagree
(SD)
The organic food portal provides me good support with respect to

the following
i)
ii)
iii)
iv)
v)
Product video
Live chat
Visual image of products
New categories
Effective sales copy
SA
SD
Transactions performed on the portal

given below
Strongly agree (SA); Agree (A); Neutral (N); Disagree (D) ; strongly disagree
(SD)
The organic food portal provides me good quality support with

respect to the following
i) Easy payment options
ii) Secured monitory dealings
iii) Self-service options
SA
SD

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89 |

iv) Product replacement assurance
v) Billing accuracy
Review platform on the portal
10.
Place you preference on a five item scale as per the
(SD)
The organic food portal provides me with good mechanism of

review with respect to the following
SA
i)
ii)
iii)
iv)
v)
Product feed back
Customer to customer interaction
Expressions of opinions about product features
Social media integration
Customer support request
SD
General portal features

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90 |

11.
Place you preference on a five item scale as per
the instruction given below
(SD)
The organic food portal provides me with good mechanism of

review with respect to the following
SA
i)
ii)
iii)
iv)
v)
Organic food product portals are easy to use
They are attractive
They are flexible
Information supplied is of a standard quality
High easy of doing business
SD
12.
Why do you prefer organic food products does the organic
food product portal lead you to impulsive buying?
i) Yes
ii) No
Specific portal benefits
13.
Place you preference on a five item scale as per the
(SD)

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91 |

The organic food portal provides me with good

mechanism of review with respect to the following
SA
i)
ii)
iii)
iv)
v)
Customer centric
Customers are thought new skills
Enriched social engagement
Sharing of health information
Better than offline buying business
SD
14.
What / which of these difficulties do you usually come
across while buying organic food products through a portal?
i)
ii)
iii)
iv)
v)
Navigation
Quick response
Actual delivery
Grievance handling
Any other please specify__________________________________________
15.
What is your level of overall satisfaction towards the
available organic food products portal?
i)
ii)
iii)
iv)
v)
16.
Highly satisfied
Response Satisfied
Delivery Neutral
Handling Dissatisfied
Highly dis satisfied
Suggestions for your dream organic portalany?
__________________________________________________________________________________
__________________________________________________________________________________
_________

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92 |

BIBLIOGRAPHY
Industry profile
http://cercenvis.nic.in/PDF/Survey%20Report.pdf
http://www.getelastic.com/customer-expectations/
Literature review
http://www.sciencedirect.com/science/article/pii/S0378720601001124
http://www.diva-portal.org/smash/get/diva2:812884/FULLTEXT01.pdf
http://www.zenithresearch.org.in/images/stories/pdf/2012/March/EIJMMS/1_EIJ_MARC
H12_VOL1_ISSUE3.pdf
Theatrical Background

Page
93 |

http://211.253.40.86/mille/service/SAT/10000/IMG/000000005225/%B9%DA
%C2%F9%BC%F6.pdf
http://www.socialmediatoday.com/content/24-things-consider-when-designingand-developing-website
WEBSITES
www.google.com
http://www.scribd.com
http://www.slideshare.net

Page
94 |

Introduction To The Internship

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STUDY ON ANALYSING CUSTOMER EXPECTATIONS

FROM AN ORGANIC PRODUCTS PORTAL

CHAPTER 2. Industry and Company Profile

CHAPTER 3.Theoretical Background of the study

CHAPTER 4. Data Analysis and Interpretation

CHAPTER 5. Finding, Suggestions and Conclusion

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

Table showing the respondents Income status

Table showing the age group of the respondents.

Table showing type of customer purchasing the organic products.

Table showing the frequency of purchase of the organic products by the

hands on experience with respect to Testimonials.

Department of MBA-RNS Institute of Technology, Bangalore.

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

provide hands on experience with respect to FAQ Page

hands on experience with respect to Reader friendly graph

hands on experience with respect to Key words

hands on experience with respect to Relevant product content

hands on experience with respect to Easily understandable content

hands on experience with respect to Better site search

Department of MBA-RNS Institute of Technology, Bangalore.

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

Table showing respondent opinion towards organic product preference due to

that portal leads to impulsive buying.

mechanism of review with respect to Customer centric

hands on experience with respect to Enriched social engagement

hands on experience with respect to Sharing of health information

experience with respect to Better than offline buying business

Department of MBA-RNS Institute of Technology, Bangalore.

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

Graphs Showing about gender who have responded for the

Graphs showing qualification of the respondents who are all

organic product purchasers

Graphs showing the respondents Income status

Graphs showing the age group of the respondents.

Graphs showing type of customer purchasing the organic

Graphs showing the frequency of purchase of the organic

products by the customer.

Graphs showing the respondents opinion that why they

prefer to buy online.

Graphs showing where the respondents usually buy the

Graphs showing why the consumer prefers to buy organic

Department of MBA-RNS Institute of Technology, Bangalore.

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

provide hands on experience with respect to About we

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

Graphs showing the showing the respondents opinion about

the portal to provide hands on experience with respect to

Graphs showing the showing the respondents opinion about

Department of MBA-RNS Institute of Technology, Bangalore.

STUDY ON ANALYSING CUSTOMER EXPECTATIONS

Graphs showing the showing the respondents opinion about the

portal to provide hands on experience with respect to Better site