Summer Training Report

On

“CUSTOMERS PERCEPTION TOWARDS A NEW ENTRANT IN THE

INDUSTRY OF ONLINE SHOPPING PORTALS”

Submitted In Partial Fulfillment For The Requirement Of

Masters Of Business Administration (MBA)

Submitted To: Submitted By:

Project Guide Name of the student
Dr. Shirish Srivastava Sudhir Kumar Yadav
Designation: Asso. Prof. Enrl. No. :
Batch: 2015-2018

Submitted To:

Jeevandeep Institute Of Management And Technology, Varanasi

(Affiliated to Dr. A.P.J. Abdul Kalam Technical University , Lucknow)

Page 1
 DECLARATION

I hereby declare that this Project Report titled “CUSTOMERS PERCEPTION TOWARDS A NEW

ENTRANT IN THE INDUSTRY OF ONLINE SHOPPING PORTALS” submitted by me to Jeevandeep

Institute Of Management & Technology is a bonafide work undertaken during the period from

June 2019 to July 2019 by me and has not been submitted to any other University or

Institution for the award of any degree diploma / certificate or published any time before.

(Signature of the Student) Date: / / 2019

Name: Sudhir Kumar Yadav

Enroll. No.: 1817970032

Page 2
 CERTIFICATE

This is to certify that the project work done on “CUSTOMERS PERCEPTION TOWARDS A

NEW ENTRANT IN THE INDUSTRY OF ONLINE SHOPPING PORTALS” submitted to

Jeevandeep Institute Of Management & Technology by Sudhir Kumar Yadav in partial

fulfillment of the requirement for the Summer Internship training for degree of Masters

Of Business Administration, is a bonafide work carried out by him under my supervision

and guidance. This work has not been submitted anywhere else for any other

degree/diploma. The original work was carried during June 2019 to July 2019 .

Name of the guide Date: / / 2019

Dr. Shirish Srivastava

Designation : Associate Prof.

Counter signed by

Director / HOD

Page 3
 AKNOWLEDGEMT

This project work has been a great experience to me. This work would not have been possible

without the help, cooperation, constructive suggestion and well wishes of many people. I would

like to thank all of them.

I owe my profound respect to Dr. Shirish Srivastava , my project guide, and express my deep

sense of gratitude for his inspirations, valuable and scholarly guidance, imperative suggestions

and personal attention at each stage of the Work. His knowledge, dedication towards research,

exemplary devotion and trust towards me has been unique and is the prime key behind the

success of this project. His personality has been instrumental in blending an exciting spirit and

atmosphere for research. It has been a great opportunity and experience to work with him, as I

will forever cherish the deep interaction I had with him.

Page 4
 PREFACE

As a part of the MBA curriculum and in order to gain knowledge in the field of management,

we are required to make a report , the basic objective behind doing this report is to get

knowledge about different tools of marketing.

In this report, we have included various concepts ,effects and implications regarding perception

and market penetration by a new entrant.

Doing this project helped me to enhance my knowledge by work on this particular topic

“Customer perception towards a new entrant in the industry of online shopping portals” and

experiences related with my topic concepts .Through this report I came to know about the role

of dedication , focus and devotion towards the work.

Page 5
 TABLE OF CONTENT

S.NO. CHAPTERS PAGE. NO.

 Preface 5

1 COMPANY PROFILE 8-30

1.1 Background 8

1.2 History 9

1.3 Founder 10

1.4 Vision 11

1.5 Mission 12

1.6 Competitors 13

1.7 Organizational structure 17

1.8 Products 20

1.9 Milestones and Achievements 30

1.10 Address 30

2 Objective of the Study 31

3 Scope and Rationale of the study 32

4 RESEARCH METHODOLOGY 33-45

4.1 Introduction to the Topic 33

4.2 Title Of The Study 35

4.3 Introduction Of The Research Design 42

4.4 Sampling Design 43

4.5 Tools 43

4.6 Sample Size / Units 43

Page 6
4.7 Hypothesis 43

4.8 Data collection methods 45

5 DATA ANALYSIS AND INTERPRETATIONS 67-85

6 RESULT AND FINDINGS 86

7 CONCLUSIONS 86

8 LIMITATIONS OF THE STUDY 87

9 SUGGESTIONS AND RECOMMENDATIONS 88

10 BIBLIOGRAPHY AND REFERENCES 89

ANNEXURE 90-96

 Questionnaire

Page 7
 Company Profile

Background

AvaxoClassic Developers Private Limited, is a boutique real estate agency offering a professional, hands-

on and highly personalized sales and marketing service. Our expertise and knowledge of the prestige

residential market has seen Avxoclassic become a unique player in the Varanasi real estate landscape.

We are offering apartments, Duplex houses and residential plots. Our team has over 30 years’

experience including working with many of leading developers. AVXO as an organization is highly

focused on delivering international quality project in a timely manner with utmost perfection.

Page 8
 History

AvxoClassic got its start inventing map-based search.

In the present presents era of rapid globalization swelled and prolifying demand of quality worthy

lifestyle are at a high. In order to cater these requirements , Avxoclaasic Developers has emerged out as

one of the only such milestone who set to achieve objective of providing quality infrastructure with

energy, efficiency in ecological friendly atmosphere.

Avxoclaasic has ventured into the Real Estate field, to become a smooth property problem solver, for

ever growing real estate demands of the increasing population. Thus under the secured and powerful

‘Avxoclassic’ trade mark, we branched out, incorporating ourselves as Avxoclaasic Developers Private

Limited, to take the responsibility of creating happy families, by introducing our clients to convenient

plot of lands in Varanasi, which are located in pleasing surroundings.

We have gained a very positive impression from our customers. It is due to our personalised approach in

dealing with projects and speedy response for any customer concerns, regardless of time differences.

Our corporate body observes strict guidelines when merging well-resourced lands with your precious

lives, because we do understand your great aspirations to build a worry-free-home in a worry-free

environment.

Page 9
Founder

Page
10
 VISION

 "To be a brand that is admired as an Real estate industry leader for its thoughtfully designed,

high quality, innovative life-spaces and customer satisfaction.

Vision of Avxoclassic (For Its New Project Named Ganges Basket) :

After establishing itself in the field of residential and commercial plot now the firm is thinking

to enter in the industry of Online shopping portal and Offline micro retail chain outlets which

will act as an platform for all the producers nearby holy ganga river.

1) Its vision is to save the local business against the increasing competition from outside the

estate. And to provide access to the small the producers to reach the customers spread all

over the country by online portals and 1000 physical outlets which will try to connect with

one thousand families through their family care executives.

Page
11
 MISSION

To design, build & market residential and commercial complexes of international quality while assuring

the highest possible level of satisfaction for our valued customers.

QUALITY POLICY

Our client are the focus of everything what we do. we achieve continual improvement with the objective

based on providing quality of life style.

Page
12
 Competitors In Real Estate Industry

INCORPORATION PAID UP
NAME STATE
YEAR CAPITAL

Andaman &
OUR CLCTODAY PRIVATE LIMITED 2016 1.00 lac
Nicobar

Andhra
BITTERCHILLI RESOURCES PRIVATE LIMITED 2012 1.00 lac
Pradesh

Andhra
RAMALAYA PROJECTS PRIVATE LIMITED 2012 1.00 lac
Pradesh

Andhra
KALYANI SHELTERS PRIVATE LIMITED 2012 1.00 lac
Pradesh

Andhra
CIPOLIN REALTORS PRIVATE LIMITED 2011 1.00 lac
Pradesh

Andhra
KALYANI TOWNSHIP PRIVATE LIMITED 2009 1.00 lac
Pradesh

Andhra
KR RAJU ESTATES PRIVATE LIMITED 2009 1.00 lac
Pradesh

KASTURI-POORNACHANDRA DEVELOPERS Andra

2009 1.00 lac
PRIVATE LIMITED Pradesh

Andhra
BALAJI BELLS MEADOWS PRIVATE LIMITED 2008 1.00 lac
Pradesh

ANJANEYA HOUSING ESTATES PRIVATE Andhra

2013 1.00 lac
LIMITED Pradesh

Page
13
 Competitors In the Industry of Online Shopping

These are all the top companies in India when it comes to e-commerce.

 Marketplaces (Fashion + Grocery + everything)

1. Amazon India (Online Shopping: Shop Online for Mobiles, Books, Watches, Shoes and More )

2. Flipkart (Online shopping Site: Shop online for mobiles, electronics, fashion & more @ Flipkart )

3. Snapdeal (Snapdeal.com )

4. ShopClues (Online Shopping Site India: Buy Mobiles, Electronics, Fashion, Clothing, Shoes,

Laptops, Tablets at Best Prices - ShopClues.com

 Fashion

1. Myntra (Online Shopping India - Shop Online for Branded Shoes, Clothing & Accessories in India

| Myntra.com )

2. Jabong (Online Shopping India- Shop for Shoes, Clothing, Bags, Watches Online in India )

3. YepMe (Buy Shoes, Clothing & Watches in India at Yepme )

4. Voonik (Online Shopping Site: Shop For Women Clothes, Shoes, Bags, Watches in India )

 Grocery

1. Big Basket (Online Grocery Shopping and Online Supermarket in India )

2. Grofers ( www.grofers.com )

3. ZopNow ( ZopNow - The Online Grocery Shopping Store )

Page
14
4. Nature’s Basket

5. Amazon Groceries

6. Reliance fresh

 Customized Items

1. Printvenue ( India's #1 Customized Printing Services For Businesses & Individuals )

2. VistaPrint ( http://www.vistaprint.in )

3. PrintLand ( Online Printing Services India, Digital Photo Printing Company, Print Shop )

 Furniture Stores

1. Pepperfry ( Online Furniture Shopping Store: Shop Online in India for Furniture, Home Decor,

Furnishings, Kitchenware, Hardware and Kids Products @ Pepperfry )

2. UrbanLadder ( Furniture Online: Home Wooden Furniture Sale @ 40% Off )

 Entertainment and Food

1. BookMyShow ( BookMyShow )

2. FoodPanda ( Order Online with foodpanda India ) “Not Indian, but playing separately in India”

3. TicketPlease ( ticketplease )

4. Zomato ( http://www.zomato.com )

5. Faasos ( Faasos - Order Food Online in Seconds, Get it Delivered in Minutes)

Page
15
6. Swiggy ( Order food online from India's best food delivery service. Order from restaurants near

you. | Swiggy.com )

 Household Services

1. UrbanClap (www.urbanclap.com)

2. HouseJoy (www.housejoy.in

Page
16
 ORGANISATION STRUCTURE OF

AVXOCLASSIC DEVELOPERS PVT. LTD.

CMD

MD

GM

Finance and Marketing Human Research and

Accounts and Sales Resource Development

Purchase Sales Construction

Front Desk Tellecaller
Department Management Department

Sales Business
Executive Associate

Team Leaders

Page
17
 MANAGING
DIRECTOR
Mr. Vivek
Singh

GENERAL
MANAGER Mr.
Santosh
Singh

 People who takes care of following sections ;

 Finance and Accounts :- Ashish Rawat and Gaurav Shukla

 Marketing and Sales :- Pallav Bhardawaj

 Human Resource :- Shweta Kushwaha

 Research and Development :- Ashish Bhardawaj and Akhilesh Singh

 Front Desk :- Deepshikha Singh

 Telecalling Department :- Rajat Singh

 Purchase Department :- Shivshankar Tripathi

 Sales Department :- Vivek singh and Abhay Singh

Page
18
 Construction Department :- Akshay Rai (Taking care of new office buildings work-in-

progress)

 Sales Executives :- contact between an organisation and its clients: answering queries,

offering advice and introducing new products. Their work includes:

organising sales visits. demonstrating and presenting products. establishing new

business.

 Business Associates :- person or entity that performs certain functions or activities that

involve the use or disclosure of protected health information on behalf of a covered entity.

 Team Leaders :- 5-6 team leaders are there for each team formed.( A "team leader" is

also someone who has the capability to drive performance within a group of people).

Page
19
 Products Of Avxoclassic In Residential And Commercial Plots

Avxoclaasic has ventured into the Real Estate field, to become a smooth property problem

solver, for ever growing real estate demands of the increasing population. Thus under the

secured and powerful ‘Avxoclassic’ trade mark, we branched out, incorporating ourselves as

Avxoclaasic Developers Private Limited, to take the responsibility of creating happy families, by

introducing our clients to convenient plot of lands in Varanasi, which are located in pleasing

surroundings.

 Some of those projects are shown as under ;

 Square Villa ( New Project Coming soon) Serenity at Square Villa adds beauty to life. It

puts a special burn on sunsets and makes night air smell better. Come to us and book

your space...

Page
20
 Square city :- Best in class green and eco-friendly township where luxury and serenity

resides in each and every corner. Feel in the lap of Mother Nature......

Square City Layout :-

Page
21
 Sky Town (Rohaniya , Varanasi)

SkyTown Layout :-

Page
22
 Shree Sai Kunj (Ramnagar , Varanasi)

Shree Sai Kunj Layout

Page
23
 Shree Sai Dham (Ramnagar , Varanasi)

Shree Sai Dham Layout :-

Page
24
2) HILLTOP PROJECT LAYOUT

Page
25
 Product Categories Available at Ganges Basket Online Portal by Avxoclassic

1) Electronics :

a) Mobiles

b) Mobiles Accessories

c) Smart Wearable Tech

d) Health Care Equipments

e) Laptops

f) Desktop PC’s

g) Gaming and Accessories

h) Computer Accessories

i) Tablets

j) Speakers

k) Cameras and Accessories

l) Network Components

2) Home Appliances :

a) Television

b) Android Tv

c) Washing Machines

d) Air conditioners

e) Refrigerators

f) Kitchen Appliances

Page
26
 3) Men’s :

a) Clothing

b) Footwear

c) Seasonal wear

d) Men’s grooming

e) Sports wear

f) Inner wear and sleep wear

g) Watches and Accessories

4) Women’s :

a) Western wear

b) Ethnic wear

c) Seasonal wear

d) Sports wear

e) Footwear

f) Watches and accessories

g) Jewellery

h) Personal care appliances

5) Baby and Kids :

a) Clothing

b) Toys

c) Footwear

d) Baby care

Page
27
 6) Home Groceries :

a) Fruits and Vegetables

b) Delicatessen and Cheese

c) Weight management food

d) Diabetic – friendly food

e) Organic

f) Indian Groceries

i) Flour

ii) Grains

iii) Rice

iv) Pulses

v) Nuts and Dry fruits

vi) Spices

vii) Salt

viii) Sugar

ix) Sweeteners

x) Vegetables and Seed oils

xi) Ghee

xii) Olive and extra virgin olive oils

xiii) Daily Essentials

xiv) Bakery , Cakes and Dairy products.

Page
28
 7) Books :

a) School texts

b) Competitive exams

c) Academic and Professionals

d) Children and young adults

e) Non-fiction

f) Literature and fiction

g) Self help

h) Reference

8) Furniture

9) Household services

10) Customized items

 Payment options available :-

 Debit card

 Credit card

 Internet banking

 Cash on delivery

 e-wallets (such as ; freecharge , phone pay , mobikwik , google pay , paytm)

Page
29
 Milestones And Achievements Of Avxiclassic

 In such a short time the firm is able to acquired 453 acres of land.

 Seven ongoing projects at different beautiful sites.

 Generated a good level of employment.

 Developed an innovative and successful concept of family care executives.

 Established itself in the industry of real estate.

 Only firm in the market which provide security on your investments in the form of land

agreement.

 Provides investment plans where the growth rates are around 106 percent.

Address

 Reach us at :- S-19/53-A, PWD Road, Varuna Bridge, Near Bharat Petrol Pump

Varanasi – 221002

 Call us on :- +91-0542-2501193

 Mail us on :- info@avxoclassic.com

Page
30
 OBJECTIVES OF THE STUDY

 To record the respondents perception towards Online shopping.

 To investigate the major factors that impact customer satisfaction towards Online

purchase.

 To know the motivating factors to increase purchase.

 To know the factors that influences the customer, to switch.

 To know the expectation of the customers regarding price and service network.

 To know whether the market is ready to penetrate or not.

 To know whether the customers are ready to switch to a new player.

Page
31
 SCOPE AND RATIONALE OF THE STUDY

 The Sample Size is Limited, So as to give the accurate information regarding Customer

Perception.

 The scope is very limited, because attitude & expectations of the people change

according to the time & situation.

 The study is conducted only for 60 days of time spam.

 Consistency was lacking with regard to the information given by few customers.

 The study is restricted to the certain area, so it could not give whole picture .

 The no. of respondents were only 218 nos.

 Significance / Rationale of the Study :

 The finding of the study would be beneficial to the following:

 Learners will be benefitted by getting a report on a topic like this. To increase there

knowledge regarding the factors that will affect the market which is going to be

penetrated.

 Consumers will be benefitted by knowing what are the option they in the market.

 Future learners will get a base to upgrade or modify the current report in future.

Page
32
 INTRODUCTION TO THE TOPIC

After establishing itself in the field of residential and commercial plot now the firm (Avxoclassic)

is thinking to enter in the industry of Online shopping portal and Offline micro retail chain

outlets which will act as a platform for all the producers nearby holy ganga river.

Its main focus is to save the local business against the increasing competition from outside the

estate. And to provide access to the small producers to reach the customers scattered all over

the country by online portals and 1000 physical outlets which will try to connect with one

thousand families through their family care executives. And work under the New Project

Named Ganges Basket.

Which gives rise to study the market so the firm can understand how the customers will react .

and to do so the study is being initiated with the topic named “CUSTOMERS PERCEPTION

TOWARDS A NEW ENTRANT IN THE INDUSTRY OF ONLINE SHOPPING PORTALS”

Page
33
 RESEARCH METHODOLOGY

Research Methodology is a way to find out the result of a given problem on a specific matter or

problem that is also referred as research problem. In Methodology, researcher uses different

criteria for solving/searching the given research problem. Different sources use different type

of methods for solving the problem.

The process used to collect information and data for the purpose of making business decisions.

The methodology may include publication research, interviews, surveys and other research

techniques, and could include both present and historical information.

Methodology is the systematic, theoretical analysis of the methods applied to a field of study. It

comprises the theoretical analysis of the body of methods and principles associated with a

branch of knowledge.

Typically, it encompasses concepts such as philosophical or theoretical frameworks, theoretical

model, phases and quantitative or qualitative techniques.

A methodology does not set out to provide solutions - it is, therefore, not the same as a

method. Instead, a methodology offers the theoretical underpinning for understanding which

method, set of methods, or best practices can be applied to specific case, for example, to

calculate a specific result.

It has been defined also as follows:

Page
34
1. "The analysis of the principles of methods, rules, and postulates employed by a

discipline"

2. "The systematic study of methods that are, can be, or have been applied within a

discipline"

3. "The study or description of methods".

In Research Methodology, researcher always tries to search the given question systematically in

our own way and find out all the answers till conclusion. If research does not work

systematically on problem, there would be less possibility to find out the final result. For finding

or exploring research questions, a researcher faces lot of problems that can be effectively

resolved with using correct research methodology.

TITLE OF THE STUDY

“CUSTOMERS PERCEPTION TOWARDS A NEW ENTRANT IN THE INDUSTRY OF ONLINE

SHOPPING PORTALS”

Page
35
 TYPES OF RESEARCH

The research is broadly classified into two main classes:

1. Fundamental or basic research and

2. Applied research.

Basic and applied researches are generally of two kinds: normal research and revolutionary

research. In any particular field, normal research is performed in accordance with a set of rules,

concepts and procedures called a paradigm, which is well accepted by the scientists working in

that field. In addition, the basic and applied researches can be quantitative or qualitative or

even both (mixed research).

Fundamental or basic research: Basic research is an investigation on basic principles and

reasons for occurrence of a particular event or process or phenomenon. It is also called

theoretical research. Study or investigation of some natural phenomenon or relating to pure

science are termed as basic research. Basic researches sometimes may not lead to immediate

use or application. It is not concerned with solving any practical problems of immediate

interest. But it is original or basic in character. It provides a systematic and deep insight into a

problem and facilitates extraction of scientific and logical explanation and conclusion on it. It

helps build new frontiers of knowledge. The outcomes of basic research form the basis for

many applied research.

Basic research

 Seeks generalization

 Aims at basic processes

 Attempts to explain why things happen

Page
36
  Tries to get all the facts

 Reports in technical language of the topic

Applied research: In an applied research one solves certain problems employing well known

and accepted theories and principles. Most of the experimental research, case studies and

inter-disciplinary research are essentially applied research. Applied research is helpful for basic

research. A research, the outcome of which has immediate application is also termed as applied

research. Such a research is of practical use to current activity.

Applied research

 Studies individual or specific cases without the objective to generalize

 Aims at any variable which makes the desired difference

 Tries to say how things can be changed

 Tries to correct the facts which are problematic

 Reports in common language

 Basic and applied research, further divided into three types of research bearing some

characteristics feature as follows:

1) Quantitative research :-

 It is numerical, non-descriptive, applies statistics or mathematics and uses

numbers.

 It is an iterative process whereby evidence is evaluated.

 The results are often presented in tables and graphs.

Page
37
  It is conclusive.

 It investigates the what, where and when of decision making.

2) Qualitative research

 It is non-numerical, descriptive, applies reasoning and uses words.

 Its aim is to get the meaning, feeling and describe the situation.

 Qualitative data cannot be graphed.

 It is exploratory.

 It investigates the why and how of decision making.

3) Mixed research:- Research that involves the mixing of quantitative and qualitative

methods or paradigm characteristics. Nature of data is mixture of variables, words and

images.

4) Other types of research :

a) Exploratory Research :-

Exploratory research might involve a literature search or conducting focus group

interviews. The exploration of new phenomena in this way may help the researcher’s

need for better understanding, may test the feasibility of a more extensive study, or

determine the best methods to be used in a subsequent study. For these reasons,

exploratory research is broad in focus and rarely provides definite answers to specific

research issues. The objective of exploratory research is to identify key issues and key

variables.

Page
38
 b) Descriptive research :- The descriptive research is directed toward studying “what” and

how many off this “what”. Thus, it is directed toward answering questions such as,

“What is this?”

c) Explanatory research

 Its primary goal is to understand or to explain relationships.

 It uses correlations to study relationships between dimensions or characteristics

off individuals, groups, situations, or events.

 Explanatory research explains (How the parts of a phenomenon are related to

each other).

 Explanatory research asks the “Why” question.

d) Longitudinal Research :- Research carried out longitudinally involves data collection at

multiple points in time. Longitudinal studies may take the form of:

 Trend study- looks at population characteristics over time, e.g. organizational

absenteeism rates during the course of a year

 Cohort study- traces a sub-population over time, e.g. absenteeism rates for the

sales department;

 Panel study- traces the same sample over time, e.g. graduate career tracks over

the period 1990 – 2000 for the same starting cohort.

While longitudinal studies will often be more time consuming and expensive than cross-

sectional studies, they are more likely to identify causal relationships between variables.

e) Cross-sectional Research :- One-shot or cross-sectional studies are those in which data is

gathered once, during a period of days, weeks or months. Many cross-sectional studies

Page
39
 are exploratory or descriptive in purpose. They are designed to look at how things are

now, without any sense of whether there is a history or trend at work.

f) Action research

 Fact findings to improve the quality of action in the social world

g) Policy-Oriented Research

 Reports employing this type of research focus on the question ‘How can problem

‘X’ be solved or prevented ?’

h) Classification research

 It aims at categorization of units in to groups

 To demonstrate differences

 To explain relationships

i) Comparative research

 To identify similarities and differences between units at all levels

j) Causal research

 It aims at establishing cause and effect relationship among variable

k) Theory-testing research

 It aims at testing validity of a unit

l) Theory-building research

 To establish and formulate the theory

Page
40
 IN THIS STUDY WE ARE USING :-

“Descriptive research” is a study designed to depict the participants in an accurate way.

More simply put, descriptive research is all about describing people who take part in the

study.

There are three ways a researcher can go about doing a descriptive research project,

and they are:

 Observational, defined as a method of viewing and recording the participants

 Case study, defined as an in-depth study of an individual or group of individuals

 Survey, defined as a brief interview or discussion with an individual about a

specific topic

Observational

Observational studies are all about watching people, and they come in two flavours.

Naturalistic, also known as field observation is a study where a researcher observes the

subject in its natural environment.

Survey

A survey comes in different flavours, be it interviewing people face to face or handing

out questionnaires to fill out. The main difference between surveys and observations is

that in a survey, you don’t watch people; you ask them about themselves.

Page
41
 Research Design

The research design refers to the overall strategy that you choose to integrate the different

components of the study in a coherent and logical way, thereby, ensuring you will effectively

address the research problem; it constitutes the blueprint for the collection, measurement, and

analysis of data.

A research design is the plan of a research study. The design of a study defines the study type

(descriptive, co-relational, semi-experimental, experimental, review, meta-analytic) and sub-

type(e.g. descriptive-longitudinal case study), research question, hypotheses, independent and

dependent variables, experimental design, and, if applicable, data collection methods and a

statistical analysis plan. Research design is the framework that has been created to seek

answers to research questions.

The research design shows that the researcher is able to tackle the research problem in a

coherent and explicit way.

Sampling design

“It is a mathematical function that gives you the probability of any given sample being drawn”.

Since sampling is the foundation of nearly every research project, the study of sampling design

is a crucial part of statistics, and is often a one or two semester course. It involves not only

learning how to derive the probability functions which describe a given sampling method but

also understanding how to design a best-fit sampling method for a real life situation.

Page
42
Sampling

Sampling is a process used in statistical analysis in which a predetermined number of

observations are taken from a larger population. The methodology used to sample from a

larger population depends on the type of analysis being performed, but may include simple

random sampling or systematic sampling.

 IN THIS STUDY WE ARE USING :- Simple random sampling method.

Tools used in this study

 Questionnaire as a tool to collect data. (Google forms)

 Spreadsheet to analyze data.

 Word to prepare the report.

Sample Size / Units

The sample size for the survey conducted was 218 Respondents.

Hypothesis

A hypothesis is a tentative statement about the relationship between two or more variables. It

is a specific, testable prediction about what you expect to happen in a study. For example, a

study designed to look at the relationship between sleep deprivation and test performance

might have a hypothesis that states, "This study is designed to assess the hypothesis that sleep-

deprived people will perform worse on a test than individuals who are not sleep deprived."

Page
43
A hypothesis often follows a basic format of "If {this happens} then {this will happen}." One way

to structure your hypothesis is to describe what will happen to the dependent variable if you

make changes to the independent variable.

The basic format might be: "If {these changes are made to a certain independent variable}, then

we will observe {a change in a specific dependent variable}."

Followings are the hypothesis made In this study :

 "The youngsters will be more founded of online shopping"

 "Television advertisements is most effective way to promote online shopping

websites"

 "Electronics will be the category which will attract more customers."

Plan of analysis

 Data analysis is a process of inspecting, cleansing, transforming, and modeling data with

the goal of discovering useful information, suggesting conclusions, and supporting

decision-making.

 Statistical tools are used here.

 Data is presented in both chart as well as in graphs for better understanding.

Page
44
Type of data collected

There are two types of data used. They are primary and secondary data.

Primary data--Primary research involves the collection of original primary data by researchers.

It is often undertaken after researchers have gained some insight into an issue by reviewing

secondary research or by analysing previously collected primary data.

Secondary data--Secondary data refers to data that was collected by someone other than the

user. Common sources of secondary data for social science include censuses, information

collected by government departments, organizational records and data that was originally

collected for other research purposes.

Data Collection Method

 Observations

Making direct observations is a simple and unobtrusive way of collecting data. Gathering

firsthand information in the field gives the observer a holistic perspective that helps them to

understand the context in which the item being studied operates or exists.

The observations are recorded in field notes or on a mobile device if the observer is collecting

data electronically (like with Fulcrum). Some examples of observational data collection

are building inspections, safety checklists, agricultural surveys, and damage assessments.

Page
45
Observation is an effective method because it is straightforward and efficient: It doesn’t

typically require extensive training on the part of the data collector, and he or she is generally

not dependent on other participants.

The biggest drawback of observational data is that it tends to be superficial and lack the context

needed to provide a complete picture.

 Surveys / Questionnaires (Used in this study)

Questionnaires are a popular means of data collection because they are inexpensive and can

provide a broad perspective. They can be conducted face-to-face, by mail, telephone, or

Internet (in which case, they can include respondents from anywhere in the world).

Surveys are often used when information is sought from a large number of people or on a wide

range of topics (where in-depth responses are not necessary). They can contain yes/no,

true/false, multiple choice, scaled, or open-ended questions — or all of the above. The same

survey can be conducted at spaced intervals to measure change over time.

Some of the advantages of surveys are that respondents can answer questions on their own

time, and may answer more honestly as questionnaires provide anonymity (whether real or

perceived). And while the responses may be biased on the part of the participant, they are free

from the collector’s bias. The main drawbacks are low response rate, delay in response, and the

possibility of ambiguous or missing answers (and since questionnaires are a passive tool, it’s

usually not possible to receive clarification).

Page
46
Tips for designing a survey

 Keep it short and simple

 Include an introduction with basic directions

 List questions in a logical sequence

 Avoid jargon and complex language

 Provide adequate space for answers

 Interviews

Interviews can be conducted in person or by phone, and can be structured (using survey forms)

or unstructured.

The downsides are that interviews require time and money to plan and execute — including

interviewer training — and they require more cooperation on the part of the interviewee, who

may be uncomfortable sharing personal information.But there are also many benefits to

interviews: They don’t require the literacy on the part of the respondents, for one thing. For

another, they allow the interviewer (especially a well-trained one) to uncover deep insight by

clarifying and deep-diving into the respondent’s answers, as well as by collecting nonverbal

data.

Telephone interviews are less expensive than in-person interviews, and provide access to

anyone in the world with a phone. They also provide a measure of anonymity that may

encourage the respondent to be more forthcoming with their answers. But they lack the rich

data of face-to-face interaction.

Page
47
  Focus Groups

A focus group is simply a group interview of people who all have something in common. They

provide the same type of data as in-person interviews, but add a social element and offer a

broader understanding of why a group thinks or behaves in a particular way.

Focus groups are useful when examining cultural values or other complex issues, but also have

their drawbacks. Lack of privacy or anonymity can present a major obstacle, as can “group

think,” or the potential for the group to be dominated by one or two participants.

These sessions can be time-consuming and difficult, and require a leader who is skilled at

creating a relaxed, welcoming environment, drawing out passive participants, and even dealing

with conflict.

 While those are the four most common data collection techniques, there are as many

collection methods as there are types of data, such as self-reporting, document review,

testing, oral histories, and case studies — just to name a few.

Page
48
 STUDY OF THE TOPIC

“CUSTOMERS PERCEPTION TOWARDS A NEW ENTRANT IN THE INDUSTRY OF ONLINE

SHOPPING PORTALS “

 Concept of Customer perception :

Who is a customer?

In sales, commerce and economics, a customer (sometimes known as a client , buyer,

or purchaser) is the recipient of a good, service, product or an idea - obtained from

a seller, vendor, or supplier via a financial transaction or exchange for money or some other

valuable consideration.

Customer v/s Consumer

A customer may or may not also be a consumer, but the two notions are distinct. A

customer purchases goods; a consumer uses them. An ultimate customer may be a consumer

as well, but just as equally may have purchased items for someone else to consume. An

intermediate customer is not a consumer at all. The situation is somewhat complicated in that

ultimate customers of so-called industrial goods and services (who are entities such as

government bodies, manufacturers, and educational and medical institutions) either

themselves use up the goods and services that they buy, or incorporate them into other

finished products, and so are technically consumers, too. However, they are rarely called that,

but are rather called industrial customers or business-to-business customers .Similarly,

customers who buy services rather than goods are rarely called consumers.

Page
49
Six Sigma doctrine places (active) customers in opposition to two other classes of people: not-

customers and non-customers:

 Customers of a given business have actively dealt with that business within a particular

recent period that depends on the product sold.

 Not-customers are either past customers who are no longer customers or potential

customers who choose to interact with the competition.

 Non-customers are people who are active in a different market segment entirely.

Geoff Tennant, a Six Sigma consultant from the United Kingdom, uses the following analogy to

explain the difference: A supermarket's customer is the person buying milk at that

supermarket; a not-customer buys milk from a competing supermarket, whereas a non-

customer doesn't buy milk from supermarkets at all but rather "has milk delivered to the door

in the traditional British way".

Tennant also categorizes customers in another way that is employed out with the fields

of marketing. While marketers, market regulation and economists use the intermediate /

ultimate categorization, the field of customer service more often categorizes customers into

two classes:

1. An external customer of an organization is a customer who is not directly connected to

that organization.

2. An internal customer is a customer who is directly connected to an organization, and is

usually (but not necessarily) internal to the organization. Internal customers are

Page
50
 usually stakeholders, employees, or shareholders, but the definition also

encompasses creditors and external regulators.

Before the introduction of the notion of an internal customer, external customers were, simply,

customers.[ Quality-management writer Joseph M. Juran popularized the concept, introducing

it in 1988 in the fourth edition of his Quality Control Handbook ( Juran 1988). The idea has since

gained wide acceptance in the literature on total quality management and service

marketing; and many organizations as of 2016 recognize the customer satisfaction of internal

customers as a precursor to, and a prerequisite for, external customer satisfaction, with authors

such as Tansuhaj , Randall & McCullough 1991 regarding service organizations which design

products for internal customer satisfaction as better able to satisfy the needs of external

customers. Research on the theory and practice of managing the internal customer continues

as of 2016 in a variety of service-sector industries.

What is perception ?

Perception (from the Latin perception) is the organization, identification, and interpretation

of sensory information in order to represent and understand the presented information, or the

environment.

All perception involves signals that go through the nervous system, which in turn result from

physical or chemical stimulation of the sensory system. For example, vision

involves light striking the retina of the eye, smell is mediated by odor molecules,

and hearing involves pressure waves.

Page
51
Perception is not only the passive receipt of these signals, but it's also shaped by the

recipient's learning, memory, expectation, and attention.

Perception can be split into two processes,

 processing the sensory input, which transforms this low-level information to higher-level

information (e.g., extracts shapes for object recognition);

 processing which is connected with a person's concepts and expectations (or knowledge),

restorative and selective mechanisms (such as attention) that influence perception.

Perception depends on complex functions of the nervous system, but subjectively seems mostly

effortless because this processing happens outside conscious awareness.

Since the rise of experimental psychology in the 19th century, psychology's understanding of

perception has progressed by combining a variety of techniques. Psychophysics quantitatively

describes the relationships between the physical qualities of the sensory input and

perception. Sensory neuroscience studies the neural mechanisms underlying perception.

Perceptual systems can also be studied computationally, in terms of the information they

process. Perceptual issues in philosophy include the extent to which sensory qualities such as

sound, smell or color exist in objective reality rather than in the mind of the perceiver.

Although the senses were traditionally viewed as passive receptors, the study

of illusions and ambiguous images has demonstrated that the brain's perceptual systems

actively and pre-consciously attempt to make sense of their input. There is still active debate

about the extent to which perception is an active process of hypothesis testing, analogous

Page
52
to science, or whether realistic sensory information is rich enough to make this process

unnecessary.

The perceptual systems of the brain enable individuals to see the world around them as stable,

even though the sensory information is typically incomplete and rapidly varying. Human and

animal brains are structured in a modular way, with different areas processing different kinds of

sensory information. Some of these modules take the form of sensory maps, mapping some

aspect of the world across part of the brain's surface. These different modules are

interconnected and influence each other. For instance, taste is strongly influenced by smell.

Effect of experience in creation of perception

With experience, organisms can learn to make finer perceptual distinctions, and learn new

kinds of categorization. Wine-tasting, the reading of X-ray images and music appreciation are

applications of this process in the human sphere. Research has focused on the relation of this to

other kinds of learning, and whether it takes place in peripheral sensory systems or in the

brain's processing of sense information. Empirical research show that specific practices (such

as yoga, mindfulness, Tai Chi, meditation, Daoshi and other mind-body disciplines) can modify

human perceptual modality. Specifically, these practices enable perception skills to switch from

the external field towards a higher ability to focus on internal signals . Also, when asked to

provide verticality judgments, highly self-transcendent yoga practitioners were significantly less

influenced by a misleading visual context. Increasing self-transcendence may enable yoga

practitioners to optimize verticality judgment tasks by relying more on internal (vestibular and

proprioceptive) signals coming from their own body, rather than on exteroceptive, visual cues.

Page
53
Past actions and events that transpire right before an encounter or any form of stimulation

have a strong degree of influence on how sensory stimuli are processed and perceived. On a

basic level, the information our senses receive is often ambiguous and incomplete. However,

they are grouped together in order for us to be able to understand the physical world around

us. But it is these various forms of stimulation, combined with our previous knowledge and

experience that allows us to create our overall perception. For example, when engaging in

conversation, we attempt to understand their message and words by not only paying attention

to what we hear through our ears but also from the previous shapes we have seen our mouths

make. Another example would be if we had a similar topic come up in another conversation, we

would use our previous knowledge to guess the direction the conversation is headed in.

Effect of motivation and expectation on perception of a person

A perceptual set, also called perceptual expectancy or just set is a predisposition to perceive

things in a certain way. It is an example of how perception can be shaped by "top-down"

processes such as drives and expectations. Perceptual sets occur in all the different

senses. They can be long term, such as a special sensitivity to hearing one's own name in a

crowded room, or short term, as in the ease with which hungry people notice the smell of

food. A simple demonstration of the effect involved very brief presentations of non-words such

as "sael". Subjects who were told to expect words about animals read it as "seal", but others

who were expecting boat-related words read it as "sail" or a marketer as “Sale”.

Page
54
Sets can be created by motivation and so can result in people interpreting ambiguous figures so

that they see what they want to see. For instance, how someone perceives what unfolds during

a sports game can be biased if they strongly support one of the teams. In one experiment,

students were allocated to pleasant or unpleasant tasks by a computer. They were told that

either a number or a letter would flash on the screen to say whether they were going to taste

an orange juice drink or an unpleasant-tasting health drink. In fact, an ambiguous figure was

flashed on screen, which could either be read as the letter B or the number 13. When the

letters were associated with the pleasant task, subjects were more likely to perceive a letter B,

and when letters were associated with the unpleasant task they tended to perceive a number

13.

Perceptual set has been demonstrated in many social contexts. People who are primed to think

of someone as "warm" are more likely to perceive a variety of positive characteristics in them,

than if the word "warm" is replaced by "cold". When someone has a reputation for being funny,

an audience is more likely to find them amusing. Individual's perceptual sets reflect their own

personality traits. For example, people with an aggressive personality are quicker to correctly

identify aggressive words or situations.

One classic psychological experiment showed slower reaction times and less accurate answers

when a deck of playing cards reversed the color of the suit symbol for some cards (e.g. red

spades and black hearts).

Philosopher Andy Clark explains that perception, although it occurs quickly, is not simply a

bottom-up process (where minute details are put together to form larger wholes). Instead, our

brains use what he calls 'predictive coding'. It starts with very broad constraints and

Page
55
expectations for the state of the world, and as expectations are met, it makes more detailed

predictions (errors lead to new predictions, or learning processes). Clark says this research has

various implications; not only can there be no completely "unbiased, unfiltered" perception,

but this means that there is a great deal of feedback between perception and expectation

(perceptual experiences often shape our beliefs, but those perceptions were based on existing

beliefs). Indeed, predictive coding provides an account where this type of feedback assists in

stabilizing our inference-making process about the physical world, such as with perceptual

constancy examples.

Customer + Perception

What is customer perception?

Customer Perception is a marketing concept that tells us what customers think about

a brand or a company or its offerings. It can be positive or negative feelings, perceptions,

inhibitions, predispositions, expectations or experiences that a customer has.

If you understand the concept of customer perception, you will figure out that it is arguably the

most important factor that decides the success of a brand, product or a company as a whole.

How a particular brand or company is positioned also plays a vital role in this. The

characteristics of a brand and its personality play a big role.

If we look at the company Apple, we can see that the company is positively perceived by most

of its customers. In fact, there are die hard fans of Apple. The reason being that the company

Page
56
has been repeatedly innovative, it has good performing products which make a connection with

their customers. As a result, Apple is one of the consistently top performing brands across the

world.

Customer Perception decides how much a product sells and how a company is perceived. Let us

study a few examples to understand the importance of customer perception and why it is

important in customer decision making.

Factors deciding customer perception

In general, customer perception can be influence by a lot of factors. Some of the major factors

are

 Consistency of performance – How has the brand performed in the past and how it is

performing currently.

 Emotional connect – Superb brands know that emotional connection with the customer is

critical to brand development.

 Marketing communications – How the brand communicates with the customers using the

various media vehicles.

 Holistic marketing – A brand cannot be excellent if it has good sales staff but pathetic

support staff. A brand has to be a good all rounder and satisfy customers from all its

touch points.

Page
57
  Case study of Customer perception :

SAMSUNG NOTE 7! BOOM!!

The second you read this, the first thought that will hit your mind is that of the entire fiasco of

the Note 7 phones bursting in the pockets of customers. It might not have happened to you or

it might have even not happened with anyone you know personally. But the very fact that you

have heard about this in so many places, makes you harbour negative feelings towards the

model.

If you were to buy a new phone and someone suggested the Samsung Note 7 to you, you would

immediately reject the idea. Even if Samsung recalls all the devices of this model that have

Page
58
already been sold and were to give a public announcement that the malfunctioning has been

rectified, people will be hesitant to buy it.

This is because the perception that the customer has about the device is completely negative. It

will prevent the customer from making the purchase and will lead him/her to another model or

possibly even another brand altogether.

 Concept of Online Shopping :

Online shopping is a form of electronic commerce which allows consumers to directly

buy goods or services from a seller over the Internet using a web browser. Consumers

find a product of interest by visiting the website of the retailer directly or by searching

among alternative vendors using a shopping search engine, which displays the same

product's availability and pricing at different e-retailers. As of 2016, customers can shop

Page
59
 online using a range of different computers and devices, including desktop computers,

laptops, tablet computers and smart phones.

An online shop evokes the physical analogy of buying products or services at a regular retailer

or shopping center; the process is called business-to-consumer (B2C) online shopping. When an

online store is set up to enable businesses to buy from another businesses, the process is called

business-to-business (B2B) online shopping. A typical online store enables the customer to

browse the firm's range of products and services, view photos or images of the products, along

with information about the product specifications, features and prices.

Online stores typically enable shoppers to use "search" features to find specific models, brands

or items. Online customers must have access to the Internet and a valid method of payment in

order to complete a transaction, such as a credit card, an Interac-enabled debit card, or a

service such as PayPal. For physical products (e.g., paperback books or clothes), the e-tailer

ships the products to the customer; for digital products, such as digital audio files of songs or

software, the e-tailer typically sends the file to the customer over the Internet. The largest of

these online retailing corporations are Alibaba, Amazon.com, and eBay.

 Customer buying behaviour in digital environment :

The marketing around the digital environment, customer's buying behaviour may not be

influenced and controlled by the brand and firm, when they make a buying decision that might

concern the interactions with search engine, recommendations, online reviews and other

information. With the quickly separate of the digital devices environment, people are more

likely to use their mobile phones, computers, tablets and other digital devices to gather

Page
60
information. In other words, the digital environment has a growing effect on consumer's mind

and buying behaviour. In an online shopping environment, interactive decision may have an

influence on aid customer decision making. Each customer is becoming more interactive, and

though online reviews customers can influence other potential buyers' behaviors.

Subsequently, risk and trust would also are two important factors affecting people's' behavior

in digital environments. Customer consider to switch between e-channels, because they are

mainly influence by the comparison with offline shopping, involving growth of security, financial

and performance-risks In other words, a customer shopping online that they may receive more

risk than people shopping in stores. There are three factors may influence people to do the

buying decision, firstly, people cannot examine whether the product satisfy their needs and

wants before they receive it. Secondly, customer may concern at after-sale services. Finally,

customer may afraid that they cannot fully understand the language used in e-sales. Based on

those factors customer perceive risk may as a significantly reason influence the online

purchasing behaviour.

Online retailers has place much emphasis on customer trust aspect, trust is another way driving

customer's behaviour in digital environment, which can depend on customer's attitude and

expectation. Indeed, the company's products design or ideas can not met customer's

expectations. Customer's purchase intension based on rational expectations, and additionally

impacts on emotional trust. Moreover, those expectations can be also establish on the product

information and revision from others.

Page
61
 Payment Options :

Online shoppers commonly use a credit card or a PayPal account in order to make

payments. However, some systems enable users to create accounts and pay by alternative

means, such as:

 Billing to mobile phones

 Credit cards

 Cash on delivery (C.O.D.)

 Debit card

 Direct debit in some countries

 Electronic money of various types

 Gift cards

 Wire transfer/delivery on payment

 Invoice, especially popular in some markets/countries, such as Switzerland

 Bit-coin or other crypto-currencies (illegal and unauthorized nowdays)

 Internet banking

 e-wallets

Page
62
 Some online shops will not accept international credit cards. Some require both the

purchaser's billing and shipping address to be in the same country as the online shop's base

of operation. Other online shops allow customers from any country to send gifts anywhere.

The financial part of a transaction may be processed in real time (e.g. letting the consumer

know their credit card was declined before they log off), or may be done later as part of the

fulfillment process.

 E-commerce in India :

India has an internet users base of about 475 million as of July 2018, about 40% of the

population. Despite being the second-largest user base in world, only behind China (650 million,

48% of population), the penetration of e-commerce is low compared to markets like the United

States (266 million, 84%), or France (54 M, 81%), but is growing, adding around 6 million new

entrants every month. The industry consensus is that growth is at an inflection point.

In India, cash on delivery is the most preferred payment method, accumulating 75% of the e-

retail activities. Demand for international consumer products (including long-tail items) is

growing faster than in-country supply from authorized distributors and e-commerce offerings.

In 2017, the largest e-commerce companies in India were Flipkart, Amazon, Myntra, Paytm,

and Snapdeal. In 2018, Amazon beat Flipkart and was recorded the biggest ecommerce in india

in terms of revenue.

Page
63
Market size and growth :

2009

India's e-commerce market was worth about $3.9 billion in 2009.

2011

As per "India Goes Digital", a report by Avendus Capital, the Indian e-commerce market is

estimated at Rs 28,500 Crore ($6.3 billion) for the year 2011. Online travel constitutes a sizable

portion (87%) of this market today. Online travel market in India had a growth rate of 22% over

the next 4 years and reach Rs 54,800 crore ($12.2 billion) in size by 2015. Indian e-tailing

industry is estimated at Rs 3,600 crore (US$800 million) in 2011 and estimated to grow to Rs

53,000 crore ($11.8 billion) in 2015.

2013

The market went up to $12.6 billion in 2013. In 2013, the e-retail segment was worth US$2.3

billion. About 79% of India's e-commerce market was travel related in 2013.

2014

According to Google India, there were 35 million online shoppers in India in 2014 Q1 and was

expected to cross 100 million mark by end of year 2016. Global growth rate of 8–10%.

Electronics and Apparel are the biggest categories in terms of sales.

Page
64
2015

Overall e-commerce market had reached Rs 1,07,800 crores (US$24 billion) by the year 2015

with both online travel and e-tailing contributing equally. Another big segment in e-commerce

is mobile/DTH recharge with nearly 1 million transactions daily by operator websites.

2016

2016 also saw online sales of luxury products like jewellery also increased. Most of the retail

brands have also started entering into the market and they expect at least 20% sales through

online in next 2–3 years. According to Google India Research in 2016, by 2021 India is expected

to generate $100 billion online retail revenue out of which $35 billion will be through fashion e-

commerce.

2017

The ecommerce industry was reported at USD 24 billion in 2017 and was recognized as the

fastest growing industry in India.

2018

The ecommerce market grew to USD 38.5 billion in 2018.

Closures :- Though the sector has witnessed tremendous growth and is expected to grow, many

e-commerce ventures have faced tremendous pressure to ensure cash flows. But it has not

worked out for all the e-commerce websites. Many of them like Dhingana, IndiaPlaza.in, eBay-

India, Rock.in, Seventy MM amongst others had to close down or change their business models

to survive.

Page
65
Infrastructure :- There are many hosting companies working in India, some of which offer for

hosting web stores.

India has got its own version of Cyber Monday known as Great Online Shopping Festival which

started in December 2012, when Google India partnered with e-commerce companies

including Flipkart, HomeShop18, Snapdeal, Indiatimes shopping and Makemytrip. "Cyber

Monday" is a term coined in the US for the Monday coming after Black Friday, which is the

Friday after Thanksgiving Day. Most recent GOSF Great Online Shopping Festival was held

during Dec, 2018.

In early June 2013, Amazon.com launched their Amazon India marketplace without any

marketing campaigns. In July 2014, Amazon had said it will invest $2 billion (Rs 12,000 crore) in

India to expand the business, after its largest Indian rival, Flipkart announced $1 billion in

funding. In June 2016, Amazon agreed to invest another $3 billion to further pressure rivals

Flipkart & Snapdeal ,Amazon has also entered grocery segment with its Groceries now in

Bangalore and is also planning to enter in various other cities like Delhi, Mumbai and Chennai

and faces stiff competition with Indian startups. A large proportion of traffic towards e-

commerce sites is driven by coupon sites.

Page
66
 Data Analysis & Interpretation

( using various charts and graphs )

1) Please tick the age group you belong to :

Interpretation:-

 From the above chart, we find that there are large no. of people of younger age that is

83.9 %.

 But there is a sudden decline when we talk about the age group of 25-35 , 35-50 and

50+.

 218 people answered this question out of 218.

Page
67
 2) Gender

Interpretation :

 Male participants in the survey are higher in count as compared to male participants.

(i.e. 52.6%) .

 And male participants are 47.4% .

 215 people answered this question out of 218.

Page
68
 3) Occupation

Interpretation :

 217 people from the participant answered this question .

 Maximum no. amongst them are students with the percentage of 76 .

 8.8 is the percentage of Business .

 6.9 is the percentage of Salaried professionals.

 Salaried junior or junior executive are 8.3 %. (In green colour slice)

Page
69
 4) Income Range

Interpretation :-

 As the maximum number of respondents are student that’s why 57.9 % of people

selected the group of less than 2 lakhs.

 207 people responded to this question out of 218.

 And the second highest count of participants are from 2 to 5 lakhs per annum group.

 11.2, 10.2, 7.6 is the percentage of respondents from income group of 8 to 10 lakhs pa.

,5 to 8 lakhs pa. , more than 10 lakhs respectively.

Page
70
 5) Qualification

Interpretation :-

 As the maximum number of respondents are student that’s 56.7 % of people. And they

have selected the Income group of less than 2 lakhs , it means that they get more

economical product on online portals.

Page
71
 6) Would you like to make a purchase from a new shopping website .

Interpretation :-

 As the maximum number of responds in YES i.e 49.8 %

 And 33.6 % answered they may be.

 So, it means the market is favorable to enter into , if we consider the customers.

Page
72
7) What are the factors which will raise your trust towards a new entrant in this

industry.

Interpretation :-

 The biggest slice shows that max no. of people wants to have a secure

payment option.

 Then discounts and deals came into the play.

 After that we can see that 20.7 % people thinks that if a idolized or reputated

person endorse a Brand then it will surely raise their comfort to go on.

 14.7 and 18.4 is the percentage for Advertisement and Productivity

respectively which is also important to be considered.

Page
73
8) How frequently do you shop through e-commerce website

Interpretation :-

 Most of the people very frequently do online shopping i.e.64.5%.

 But we also have some of the people that didn’t shop online ever till now.

Page
74
9) How did you come to know about online shopping.

Interpretation :-

 From the above chart, we find that there are large no. of people who get aware

from television advertisements. (i.e. 75 nos participants).

 But all the marketing techniques works for the online sellers.

 In short, Most of the people came to know about it through friends followed by

television and online advertisements. This proves that word of mouth strategy is

the most successful means of making people aware about them and their

products. This success can only be gained through satisfied customers who act as

advocates for your products.

Page
75
 10) How frequently have you used the e-commerce website for getting information

before shopping at a physical store.

Interpretation :

 Maximum no. of people uses e-commerce sites to get some kind of information.

 39 out of 218 always goes for that.

Page
76
 11) How often does the promotional scheme on websites influence you to visit their

site?

Interpretation :

 More than 51.2% of the people usually get influenced by the schemes shown on its

website.

 14 % of the people always got influenced by the schemes shown.

 But there is some percentage of people who rarely or never get influenced.

 Schemes are working.

 Yet there is a scope for improvement.

Page
77
 12) How often does the product review influence your decision?

Interpretation :

 Many Participants often go through the product review before making their decision to

purchase more than those who occasionally read the product review before taking their

purchase decision. Product review is a kind of word of mouth strategy where product

users leave their review on their experiences.

Page
78
 13) Tick all the product varieties that you generally prefer buying online?

Interpretation :

 Here percentages belongs to:

 Clothing - 79.4%

 Personal products (perfumes, beauty creams, razors, toothbrush) - 51.4 %

 Electronics - 90.8 %

 Books - 41.3 %

 Kids product - 32.1 %

 Sports and Fitness - 59.6 %

 Furniture - 28.4 %

 Electronics and Clothing is the segments that contributes huge to such type of firms.

Page
79
 14) Sometimes i don’t purchase a certain category of products because of

Interpretation :

 Delivery time, inability to touch and experience the product online and lack of trust are

the reasons for not going towards online shopping.

 And habit of purchasing from open market is also one of the major reason.

Page
80
 15) Please rate the user friendliness of website’s for product comparison

(5 to 1 i.e; excellent to very poor).

Interpretation :

If we analyze this response in term of positive and negative then it will be ;

 52 positive response i.e. good for product comparison.

 neutral or moderate. (i.e. 108 respondents select this)

 negative response from 44 people .

Page
81
16) Please rate the user friendliness of website’s for price comparison ( 5 to 1 i.e;

excellent to very poor ).

17) Rate from 5 which represents excellent to 1 which represents very poor for

Payment options offered

Page
82
18) Please rate from 5 which represents excellent to 1 which represents very poor

regarding the speed or response time.

19) Please rate your expectations in a shopping model (in a scale of 1 - 5, Least

preferred to most preferred)

Convenience

Page
83
Minimum delivery time (in a scale of 1 - 5, Least preferred to most preferred)

Interpretation : Acc to the responses delivery is must to be of standard level.

Product trial experience (in a scale of 1 - 5, Least preferred to most preferred)

Interpretation : Also in this regard results are positive.

Page
84
 Discounts/ deals

Interpretation : Discounts granted and deals are very much excel from customers point of view.

Product variety

Interpretation : This response states that online seller’s provides large varieties of choice from

each segment which they offers to its customers.

Page
85
 Findings and Conclusions

Frequency of purchase is more among Students.

People’s earning doesn’t matter whether they shop online or not.

Both male and female goes for online purchase with a minor difference.

The number of people with older age are not that much interested to shop online so the

companies should also do something for this segments.

Word of mouth was more influential in promotion as many people was made aware by

their friends.

Most of the respondents are satisfied with the services and are willing to recommend

them to make others to go for it.

Except trial experience, all others are considered important in the decision making of

online purchases.

People are not at all interested in buying furniture.

Yes there is an scope for a new firm to serve the unsatisfied wants of the people.

Page
86
 LIMITATIONS OF THE STUDY

 Sample size was not too large.

 People try to manipulate answers in positive way.

 Open ended question were not answered which could have given.

 Till now The Avxoclassic company works only in residential and

commercial plots. So, people didn’t know much about the firm.

Page
87
 Recommendation / Suggestion

“Brands can significantly improve the customer experience by product reviews on their

site.

Senior aged people have a very less frequency of purchase. Therefore the co. should

attract them also.

Online sellers need to be aggressive at providing better services which can be fulfilled by

reducing the delivery time, selling second hand products which will increase consumers’

affordability much more and enhance penetration into the market.

Yes they can have their own retail stores which can give an access to consumers to feel

and analyze the products, which will help them win the consumers faith.

Be very focused on consumers and build amazing experiences for the customers.

Page
88
 References / Bibliography

 Wikipedia

 Google scholar.

 Google (forms ,docs ,sheets)

 shopping-inertia/so-article1-780440.aspx

 businesstoday.intoday.in/story/flipkart-online-shopping-e-commerce-order-books-

online/1/20797.html

 Images from Google Images.com

 Commercials from Youtube.com

 Questionnaire link :-

https://docs.google.com/forms/d/e/1FAIpQLScrY19bP9LPNn2Z9PM0sfCbBh74gL8BZHgn

EsumMStNQoi3fA/viewform?usp=pp_url

Page
89
 ( Appendix / Annexure)

CUSTOMERS PERCEPTION TOWARDS A NEW ENTRANT IN THE INDUSTRY OF

ONLINE SHOPPING PORTAL

(Copy of Questionnaire)

1) Please tick the age group you belong to.

16-25

25-35

35-50

50 or above

2) Gender

Male

Female

3) Please tick your occupation

Salaried Professional

Salaried senior/ junior executive

Page
90
Business

Student

Unskilled

Others, please specify ________

4) Please tick your income range

Less than Rs.2 lakhs per annum

Rs.2 to Rs.5 lakhs per annum

Rs.5 to Rs.8 lakhs per annum

Rs.8 to Rs.10 lakhs per annum

More than 10 lakhs per annum.

5) Please tick your education as relevant

Post graduate

Graduate

Higher secondary school certificate

High School certificate

Page
91
Less than 12 years in school.

6) Would you like to make a purchase from a new shopping website

Yes

No

7) What are the factors that will raise your trust towards a new entrant in this industry

Product variety

Discount and Deals

Advertisements

Brand Endorsers

Secured Payment options

8) How frequently do you shop through e-commerce websites

Most Likely

Very likely

Not likely

I never shop online.

Page
92
9) How did you come to know about them?

a) Friends

b) Television

c) Newspapers and Magazines

d) Advertisements on Websites

e) Others if any please Specify ………………

10) How frequently have you used the e-commerce website for getting information before

shopping at a physical store

Always

most often

often

quite rarely

Rarely

never

11) How often does the promotional scheme on websites influence you to visit their site?

Always

Page
93
Often

Occasionally

Rarely

Never

12) How often does the product review influence your decision?

Always

Often

Occasionally

Rarely

Never

13) I sometimes don’t purchase a certain category of products because of:

(a)Delivery time

(b)I can’t touch and experience product online

(c)Replacement time

(d)Price

Page
94
(e)Habit of purchasing from open market

(f)Lack of immediate service

(g)Lack of trust

(h) Others (please specify if any) --_________

14) Tick all the product varieties that you generally prefer buying online

Clothing

Personal products (perfumes, beauty creams, razors, toothbrush)

Electronics

Books

Kids product

Sports and Fitness

Furniture

15) Please rate the user friendliness of these website’s (1-5,excellent to very poor)

 For product comparison

 For price comparison

Page
95
  Payment options offered

 speed of website

16) Please rate your expectations in a shopping model (in a scale of 1 - 5, Least preferred to

most preferred)

 Convenience

 Minimum delivery time

 Product trial experience

 Discounts/ deals

 Product variety

Page
96