PROJECT REPORT

On

COMPARTIVE STUDY OF ONLINE AND OFFLINE PLATFORM ON

MARKET DEVELOPMENT
FOR

THE PARTIAL FULFILLMENT OF THE AWARD OF THE DEGREE

OF
“MASTER OF BUSINESS ADMINISTRATION”
FROM GGSIP UNIVERSITY
DELHI

BATCH -2020-2022

SUBMITTED BY: SUBMITTED TO:

ANJALI SHARMA DR.BABITA BHATI

ARMY INSTITUTE OF MANAGEMENT AND TECHNOLOGY GREATER

NOIDA (UP) – 201306
 Supervisor Certificate

This is to certify that Anjali Sharma student of Masters of

Business Administration,MBA 2020-2022, Army Institute of
Management & Technology, Greater Noida, has successfully
completed her project under my supervision.
During this period, he worked on the project titled
‘‘Comparative study of online and offline platform on the
market development ’’ in partial fulfilment for the award of
the degree of Master of Business Administration of GGSIP
University, Delhi.
To the best of my knowledge the project work done by the
candidate has not been submitted to any university for award
of any degree. Her performance and conduct has been good.

Dr. Babita Bhati

AIMT – Gr Noida
(ii)

CERTIFICATE OF ORIGINALITY
I Mr. Anjali Sharma, Roll No 01318403920 of MBA 17
batch of Army Institute of Management & Technology
has undergone a Summer Internship in IFORTIS for a
duration of 07 weeks on a project title ‘COMPARTIVE
STUDY OF ONLINE AND OFFLINE PLATFORM ON
MARKET DEVELOPMENT ‘ hereby declare that this
project is my original piece of work.

Signature of the student:

Name – Anjali Sharma

(iii)

ACKNOWLEDGEMENT
 I want to show my sincere gratitude to all those who made this study possible.
First of all I am thankful to the helpful staff and all the faculty of Army Institute
Of Management and Technology. Second, I would like to extend my sincere
thanks to my Industry Guide, Ms. Cheshta Ahuja , for her untiring cooperation.
One of the most important tasks in every good study is critical evaluation and
feedback which was performed by my faculty guide Prof. Babita Bhati . I am
very thankful to my Faculty as well as Industry Guide for investing his precious
time to discuss and criticize this study in depth, and explained the meaning of
different concepts and how to think when it comes to problem discussions and
theoretical discussions. My sincere thanks goes to my family, who supported
and encouraged me.

Anjali Sharma
Course –MBA

(iv)

EXECUTIVE SUMMARY
I Got internship in IFORTIS WORLDWIDE. I worked as sales and marketing
intern and my first role was to get participants for contest #AARAMBH 3.0. I
was connecting to students and my close friends and explaining about this
contest. I received good responses from there and I got some participants. So, I
worked on it and completed it as my first task during the internship. By this
first task I have learned many things; I have improved my #skills. I have learnt
how to generate leads, how to #connect customers, how to #convince
customers for my products. And I know it is very beneficial for my future. My
mentor was Ms Cheshta Ahuja, as my mentor was an added advantage. From
the beginning of my interview process, to informing me about my tasks and
responsibilities, guiding me about things that are beneficial for my
future #career, she has always been a constant support. She made sure that
she was always available to interns to support and answer to all our queries.
She is a true example of a “mentor”. I believe that interning here has added
values in my career life because of all that she has provided. We had
gatherings consistently where we talked about our #advancement, examined
different #challenges and steps we have to take to overcome a task.
Collectively, we motivated one another. Additionally exercises were
conducted in the middle of gatherings to exhibit our skills, and coordinated
general and showcasing related tests in the gatherings to stay up with
the #current trends. This internship assisted me with acquiring #systems
administration and #connections which is indispensable for a good career. This
has empowered me to acquire a chance to voice out and talk unhesitatingly. I
have likewise figured out how to be disciplined by isolating my work into more
modest tasks, in this way accomplishing them successfully. I have likewise
grown good #critical thinking, #timemanagement and #problemsolving skills.
In the project the survey is done through the help of questionnaire.

(v)

Table of Contents
CERTIFICATE OF TRAINING...................................................................... (i )
SUPERVISION OF CERTIFICATE.......................................................................................... (ii)
CERTIFICATE OF ORIGINALITY ........................................................................................ (iii)
ACKNOWLEDGEMENT .................................................................................................... (iv)
EXCUTIVE SUMMARY ..................................................................................................... (v)

9 CHAPTER 1- INTRODUCTION
1.1 BUSINESS DEVELOPMENT AND ETHICS 1-4

1.2 FACILITATED DEVELOPMENT 5

1.3 REPUTATION BUILDING 6

1.4 COMPANY PROFILE 7-8

1.5 9-22
Online business development
23-24
10 CHAPTER 2- Research Objective
11 CHAPTER 3 – LITERATURE REVIEW 25-31
31-35
12 CHAPTER – 4 RESEARCH
METHODOLOGY
4.1 SOURCE OF DATA
4.2 SAMPLING AREA
4.3 SAMPLE PLAN
4.4 METHODOLOGY &
PRESENTATION OF DATA
4.5 LIMITATION OF THE STUDY
13 CHAPTER 5- DATA ANALYSIS & 36-47

INTERPRETATION
14 CHAPTER 6- FINDINGS
FINDINGS 48-51

15 CONCLUSION 52-57

16 CHAPTER 7- BIBLOGRAPHY
7.1 WEBSITE 58-59

17 CHAPTER- 8ANNEXURE 60-63

 CHAPTER 1

INTRODUCTION

Business development is creation of long term value for an

organisation from customers, markets and relationships.
Long term value does not mean cash or money like making
quick money for your company and get rich but long term
value is a different concept in business development making
money cannot make you earn long term value for your
business .But it is about creating value that is going to easy
for tomorrow as easily as it came today. It is about creating
opportunities for that value of persist over the long term to
keep the gates open and value flows infinitely. When it
comes to customers it is obvious they are the one who pay
you for the products and services offered by you without
them one is unable to develop their business but everyone is
not your natural customer. About markets , markets plays a
vital role in business development as customer or consumer
lives in specific area which we can call a market as if am
thinking about focusing in Jammu but someone lives in
Chandigarh then he or she is unavailable to me as a
customer. So, markets can be understood by demographics,
lifestyle and buying mindset of the customer. We need to
enter new market by identifying new opportunities to reach
new customers this is the important way to unseal new
customers. And then there are relationships as the
foundation of strong business development depends on
strong relationship building, managing and operating
relationships based on trust, respect and mutual appreciation
of each other’s worth is essential to enable a long – term
flow of value. Relations with partners, customers, employees
the press, etc. they are all essential to the success of any
1
business development effort and, as such, require a bold
place in any full definition of the term.Business development
comprises actions and processes that are used to create and
implement chances for growth within and across firms. It is a
branch of business, trade, and organisational philosophy. The
production of long-term value for an organisation through
customers, markets, and relationships is referred to as
business development. Business development can be
defined as any action carried out by a small or large
organisation, non-profit or for-profit, with the goal of
'developing' the business in some way. Furthermore, a
business development consultant can perform business
development activities both internally and externally.
External business development can be facilitated through
planning systems established by the governments to assist
small businesses. In addition, reputation building has also
been shown to help facilitate business developmentLong
term value does not mean cash or money like making quick
money for your company and get rich but long term value is a
different concept in business development making money
cannot make you earn long term value for your business .But
it is about creating value that is going to easy for tomorrow
as easily as it came today. It is about creating opportunities
for that value of persist over the long term to keep the gates
open and value flows infinitely. Ethics of business
development are as following:

always keep searching on

providing the best quality service
and affordable rates. Apart from
this,
what makes Ifortis special is their
constant attempt on helping the
individuals not only in their
professional endeavours but also
improving their ‘quality of life’
always keep searching on
providing the best quality service
and affordable rates. Apart from
this,
what makes Ifortis special is their
constant attempt on helping the
individuals not only in their
professional endeavours but also
improving their ‘quality of life’
always keep searching on
providing the best quality service
and affordable rates. Apart from
this,
what makes Ifortis special is their
constant attempt on helping the
individuals not only in their
professional endeavours but also
improving their ‘quality of
lifeBUSINESS
DEVELOPMENTBusiness development
comprises actions and processes that are used to create and
implement chances for growth within and across firms. It is a
branch of business, trade, and organisational philosophy. The
production of long-term value for an organisation through
customers, markets, and relationships is referred to as
business development. Business development can be
defined as any action carried out by a small or large
organisation, non-profit or for-profit, with the goal of
'developing' the business in some way. Furthermore, a
business development consultant can perform business
development activities both internally and externally.
External business development can be facilitated through
planning systems established by the governments to assist
small businesses. In addition, reputation building has also
been shown to help facilitate business development
The time period enterprise improvement and its actor, the
enterprise developer, have turn out to be many makes use of
and packages. Today's enterprise improvement packages and
enterprise developer or marketer duties span industries and
countries, from IT programmers, specialised engineers,
superior advertising or key account control sports to income
and dating improvement for present customers and
potentials. Because of this, it's been tough to look the info of
the enterprise improvement feature and whether or not
those sports are a supply of profit. The business developer
takes care of the analytical preparation of potential growth
opportunities for the management or board of directors, as
well as the subsequent support and monitoring of the
implementation. In both the development phase and the
implementation phase, the business developer works
together and integrates the knowledge and feedback from
the specialized functions of the organization, for example,
research and development, production, marketing and sales,
with the in order to ensure that the organization is ready for
Implementation. The tool of the business developer to deal
with business development tasks are the business model
with the answer "How do we make money?" And it’s
analytical support and implementation roadmap, the
business plan. 4,444 business development professionals
often have prior experience in sales, financial services,
investment banking, or management consulting and delivery;
although some find their way into this field by climbing the
corporate ladder in roles such as operations management.
The skills and experience of business development specialists
generally consist of a combination of the following based on
business needs:

Sales
 Finance
  Marketing
2
 Mergers and acquisitions
 Sales
 Legal
 Strategic management
 Proposal management or capture management
 Cultural agility
Planners can use the weighted average of all the leads in
the project staffing process to process the new activity
upon completion. Companies typically support the
pipeline with some kind of customer relationship
management tool or database, web-based solution, or
in-house system. Sometimes business development
professionals manage and analyze data to come up with
sales management information. Such information
management may include:
 Profit or loss reasons
 Opportunity progress versus sales process
 Best performing sellers or sales channels
 Services or product sales

1.1BUSINESS DEVELOPMENT AND ETHICS

The term "business ethics" is a combination of two
known words ,"business" and "ethics ".The word
"business" is often used to mean "organization.
Whose purpose is to provide goods or services for
profit" (Shaw and Barry, 1995). The word "ethics"
generally refers to what people have to do in relation to
rights, obligations, interests, justice, or certain virtues.
"Ethics" is a constant process of investigating our own
 3
moral beliefs and actions and ensuring that we and the
institutions that support us form meet reasonable and
sound standards. It also means no effort.
Business Ethics analyzes the ethical relationships
between businesses and consumers, and between
businesses and their employees. It also takes into
account the impact of globalization on the environment
and society as a whole.

Business improvement is the introduction of long-time

period fee for a corporation from customers, markets,
and relationships. To expand a commercial enterprise
it's miles important to attend to its commercial
enterprise ethics. Debates and dilemmas surrounding
commercial enterprise ethics have attracted quite a few
interests from diverse quarters. Consumers and strain
agencies have an increasing number of demanded that
Companies are searching for out extra moral and ecological
methods of doing commercial enterprise. The media has
additionally saved a consistent highlight on company abuses
and malpractices. And even companies themselves look like
an increasing number of spotting that being moral might also
additionally clearly be desirable for commercial enterprise.
Ethical problems confront companies anything line of
commercial enterprise they is probably in. At the maximum
fundamental level, commercial enterprise ethics isn't always
pretty much the distinction among proper and wrong; it's
miles the real software of that understanding to the
commercial enterprise.
 4
1.2Facilitated development

Business development is influenced by external factors.

“Planning systems” are systems designed to regulate
business operations. In many cases, regulators consider
it necessary for the survival of companies. [9] There is a
Business section dedicated to facilitating ethical
business development in developing countries. In the
early 2000s, business ethics focused on helping
struggling businesses in these countries. However, due
to backlash from critics, they have shifted their focus to
supporting the businesses that will help the most people
grow. These policies have improved people's quality of
life. However, this facilitation changes standards and, in
turn, hurts some groups. To apply the new ethical
Policies, business ethicists have created a cost- benefit
analysis that focuses on basic needs. These concerns
became so important that business ethicists created a
new division called Development Ethics. Now, instead of
just helping growing businesses, global business
developers have begun to ensure that businesses keep
basic human rights in mind. This especially applies to
countries where the laws are not so strict and allow
abuse. These development policies are now subject to
the criteria created by Penz, which are security,
empowerment, rights, equity, integrity, and cultural
freedom. The idea of providing human rights to the
people to facilitate business development can be seen
through China's rapid development in recent decades.
Policies implemented over the past two decades
 5
coincide with these developments. During the 1980s,
government policies facilitated increases in literacy rates
and education. Over the next decade, health care
coverage increased dramatically. This development was
not initially considered monetary capital, but human
capital. With more workers able to bring maximum skill
and effort to their workplace, companies have been able
to grow extremely quickly.

1.3Reputation building

As companies become more aware of ethical practices,

monitoring themselves closely to avoid scrutiny, a
company's reputation has become a major concern.
Ethical business practices are closely tied to reputation,
which makes following ethical principles essential if a
company is looking to build its reputation. In fact, fast-
growing and successful businesses tend to demonstrate
honesty, fairness, and service to all of their
stakeholders. For a business to be considered “ethical,”
it must meet the needs of its customers, keeping their
best interests in mind. This will encourage repeat
purchases and lead to more profits. For a business to
build a solid reputation with its suppliers, it is important
for them to focus on unbiased business interactions and
developing lasting relationships. These relationships can
lead to mutually beneficial commercial arrangements
for the company and its suppliers. With employees,
they must weigh their interests and facilitate teamwork
rather than stiff competition. This ensures that the
 6
company will retain its most loyal and dedicated
employees for as long as possible. Funding for further
growth can arise when a company is able to develop
strong relationships with each of its stakeholders
ethically and personally. This is based on the concept of
reciprocity, showing how for social change to take place
among groups of people, trust must be built between
them through mutually beneficial actions. This can be
supported by the results of a questionnaire study
conducted across technology industries in GTSM and
TSE.

1.4.COMPANY PROFILE
IFORTIS WORLDWIDE is a subsidiary of American Ruler
Private Limited, it was founded in 2021 . Since its
infancy, IFORTIS WORLDWIDE has believed in a
continual evolution. It has not only expanded its horizon
from providing technical to managerial services, but also
has taken this platform worldwide in order to better
satisfy the needs of its customers with an aim to
become one of the most leading companies of the
world.

With IFORTIS WORLDWIDE, strategise and build nifty

technology and develop a market that supports
 7
modernized processes for businesses as well as produce
new mediums that help in generating fast revenues for
start-ups or established businesses alike. A steadfast
and proven software process coupled with a certain
methodology can be your company’s key to success.
With a head-strong team of self-reliant women, IFORTIS
WORLDWIDE delivers IT projects to businesses and
technical solutions along with intuitive services in HR
consultancy that improve business efficiency.

IFORTIS WORLDWIDE believes that ethical management

is not only a tool for responding to the rapid changes in
the global business environment, but also a vehicle
forbuilding trust with its various stakeholders including
customers, employees, business partners and local
communities. With an aim to become one of the most
leading companies in the world, IFORTIS WORLDWIDE
continues to train its employees and operate monitoring
systems, while practicing fair and transparent corporate
management. As a result, IFORTIS WORLDWIDE is now
one of India’s leading corporations. IFORTIS respects the
dignity and diversity of individuals; they compete fairly
in accordance with law and business ethics. They make
customer satisfaction our top priority. They make efforts
for the improvement of the ‘quality of life’ of our
employees. They pursue eco – friendly management .
They build relationship of co- existence and co-
prosperity with business partners.
 8

1.5 Online business

development
Online business development is the process of starting
or growing your online business. There is no denying
that we are in the digital age. There have been theories
that humans even upload their consciousness to
computers or enhance our mental abilities with
computers. Operable Traditional business and
development model has moved online so far. You could
be left behind if no aspect of your business is online. For
example online marketing, shopping, consulting, etc.
Online business development is now with us. And that
will be the future.
Everything goes digital. It's great, modern and
innovative to move your business online. In addition,
many businesses with unprecedented growth have
made it possible thanks to the Internet. Amazon, Face
book, eBay, Uber, Airbnb, Zoom video conferencing, I
could go on forever. If you want to grow your business,
you have to do it online. Traditional business models are
outdated and inefficient.
Because of the global popularity of the Internet and
digital technology, e-commerce is becoming a more
widely utilised tool for communication and exchange
market. E-commerce is indeed a business practice
centred on data network technology and exchange
 9
value that is part of the digital business operations. A
fascinating fact is that there were 7.3 billion individuals
the planet in 2018, with 3.9 billion of them using the
Internet. Furthermore, 1.79 billion of these Internet
users become e-shoppers, with this figure expected to
rise. E-commerce has become a much more extensively
used medium for connection and market exchange due
to the global appeal of the Internet and digital
technologies. E-commerce is a commercial practise that
is based on data network technology and value
exchange as part of digital operations of the company.
The fact that there were 7.3 billion people on the earth
in 2018, with 3.9 billion of them utilising the Internet, is
remarkable. Moreover, 1.79 billion of the these Online
consumers became e-shoppers, a number that is
predicted to grow. E-commerce has grown in
importance and profitability as a part of global trade.
This expansion is expected to continue in the next years,
according to experts (Dumii et al. 2018). As a result, a
critical study of e-commerce enterprises is required to
better comprehend and learn about the development of
e-commerce. We   will compare Amazon and Alibaba's
business models and analyse their digital marketing
strategies to evaluate the challenges that the two
businesses are now facing. The report will finish with
viable answers to the businesses' concerns.
In the pre- and post-start-up stages of a business
venture, most entrepreneurs require a variety of
services. Information gathering, networking, consulting
in many areas (e.g. marketing, management
 10
,accounting, and legal concerns), counselling, and
education/training are just a few of the services
available. The Internet is a strong vehicle for
communicating these commercial developments.
Business development via Social
media
In the world of internet and social media every company is
using online media to increase the reach of the product and
services all channels are being used for it like blogging and
social media. It may make sense for e-commerce enterprises
to promote their products online because that is where they
operate. The term "online promotion" refers to any
promotion that takes place on the internet. It was found
during the surveys that the most prevalent promoting outlets
where Social networking, blogging, and Google branding and
promotion Online business development is considered as the
substitute of offline development as it replaced the offline
business development to online business development.
When we are thinking of expanding our business at
international level online modes is more beneficial as it is less
expensive and there are more than one billion monthly
active users on Facebook, whatsapp, YouTube and instagram
etc. According to Forbes recently

11
Influencers
While YouTube, Instagram, and Facebook are all social media
platforms, this study reported that e companies frequently
use celebrities such as influencers and content creators to
market their items online. Business can raise client
knowledge and exploit the influencer's power to advertise a
brand by utilising celebrities. Bloggers as well as vloggers
assist spread the word about an internet statement of vision
and brand. Another advantage mentioned by businesses is
that bloggers and vloggers are relatively inexpensive.
Influencers with a few thousand followers usually do not
spend for writing an article or posting on social media, but
they do require a free product, which they occasionally offer
to one of its supporters. It is much more probable that a
buyer will purchase a phone if it is promoted by an influencer
who has gained trust, credibility, and speaks favourably
about it. Some supporters consider the fact that the
influencers are now using the products as proof that it is
reliable and effective.

AdWords
As there are more than one billion customers online on social
media platforms. It makes sense for a firm that produces the
portion of its revenue internet to spend the majority of its
advertising budget on online means as well. AdWords via
Google was one of the most often discussed internet
12
advertising tactics during the discussions. One of the
advantages of just using Advertisements over, say,broadcast
or broadcast advertising is that the website can start
targeting clients who are seeking for specific products using
specific terms. Companies can contact clients who are likely
to be interested in their products using Google since
frequently search for them online, but a Television
commercial may reach a wider number of uninterested
viewers.

OFFLINE BUSINESS
DEVELOPMENT
Offline business development can be described as the
ideas, initiatives, and actions that assist a company
become more successful. Enhancing revenues,
expanding the firm, increasing profitability through
collaborative relationships, and making better business
decisions are all examples of this. Sales, promotion,
project planning, management consulting, and vendor
management are just a few of the departments involved
in business development. There's also a lot of
networking, negotiating, forming alliances, and trying to
save money. The business growth goals motivate and
align every one of these various departments and
13
operations. An offline business either sells physical
products in a store, or services that are limited to a
geographical location. An electrical contractor or a
plumber, for example, has to travel to visit their
customers’ homes in person, rather than offering online
services. One can join clubs, business groups and
associations that attract prominent business leaders.
Get to know people who may know potential customers
of your business and ask if you can use their names in
making calls and actually can help building network so
far for the organisation.  

LIMITED HOURS
In almost the same way that an electrician has set
working hours, a physical business will be limited to its
opening hours and will not be able to sell its products
outside of those hours. This restricts the amount of
money you can earn in a specific period of time. Another
downside is that this procedure takes a long time. It
takes a long time to create and then print a newspaper
advertisement. Advertising on the radio or television is
also time-consuming.

More expensive to set up and run

If you have a physical store, you'll need to budget for
the cost of renting and insuring a location, as well as
14
 ongoing expenses like electricity and employee salaries.
You must pay for your own transportation if you visit
other people's homes to deliver a service. This can
quickly mount up, and you may need to boost your
pricing to ensure that your offline business is profitable.
It is more expensive to set up offline business than an
online business as it requires all of the fixed assets like
machines, building and all which costs really much

Offline promotions

Television and the internet, newspaper, radio, banners,

and periodicals are examples of offline advertisement.
Because the qualified leads of small to medium-sized e-
commerce businesses, it's safe to conclude that they
have a limited marketing budget promotion and
advertising

Order exactly what you need

You have complete control about just how much you
purchase when you pick print advertising. You can choose the
exact number you require, resulting in minimal paper waste
and thus no excessive inventory on your facilities.
Not just that, but it's a more efficient use of your order to
generate more revenue.

15
 Be involved in social issues and raise
awareness
This is referred to as "cause marketing," which suggests that
businesses that have a cause or do well are much more
successful as a result. So don't be scared to promote your
company and promote issues that are important to you. If
you're stuck for creative advertising ideas for a good cause,
you may always by doing something as easy as volunteering
at a local food pantry once a week. Consumers will adore and
support you if you make simple actions like these.

Become a sponsor
Sponsorship can be used in a variety of ways. Consider
sponsoring your local football club if you manage a bar in a
small community where people are passionate about their
team. This will motivate people to come to your
establishment after the huge match for a beer. My argument
is that you should seek for sponsorships that are appropriate
for your company.

You can also donate food to local events or enter a charity

auction with a coupon for a free dinner. Get as involved in
your neighbourhood as possible, and you'll enjoy the benefits
relatively soon.
16
BY PLACING AD IN NEWSPAPER
Although newspaper ads may appear to be antiquated, they
can nevertheless be effective. Make use of local advertising
to inform newspaper readers in your area about your
promotions. While more expensive than other physical
restaurant marketing strategies, this is a certain approach to
bring in more guests. Even if they aren't in the young adult
group, you can use social media to reach out to them.
Advertise in both old and new styles to appeal to a wide
range of demographics and age groups. You might even give
newspaper readers a unique promo code to use on their first
visit.

Partner up with other local businesses

for cross-promotion
When local companies work together, everyone benefits. So
go for a walk around the area and stop by any nearby
companies that business think would be interested in
collaborating, and present a win-win situation. Resorts in the
region, for example, might agree to swap flyers so that their
visitors can get recommendations for nearby eateries to eat
at, and tourists who visit your restaurant will think of them if
they need a place to stay. If you provide nutritious cuisine,
you might go to local gyms and offer their clients a coupon
code in consideration for them promoting your business. If
you get your products or beverages from a certain local
business, talk about forming a partnership.
17
Builds relationships when networking
The benefit of marketing services is the one-of-a-kind way of
getting to know your target audience. You can communicate
properly with your client through face-to-face conversations
using connecting , make relations with customer which can
lead to long term business

Limited Accessibility
Internet stores frequently include a way for visitors or
customers to reach them right away—an email address, a
phone number, or even a live chat window on the site. This is
frequently omitted in offline marketing, especially in the
most traditional approaches, which merely include the name
and address of the office tower. As a result, accessibility is
restricted. To combat this, make sure you're utilising cutting-
edge technology to provide your targeted audience with easy
accessibility to your company. In your adverts, alwaysprovide
a contact information, email address, and comprehensive
contact information.

In these cases, advertisements or leaflets are useful. This not

only establishes trust with your prospective customers, but
that also makes it very easy for them to reach back after the
conference.

18
Time Frame
One of the most typical effective advertising drawbacks
associated with accessibility is a lack of time. Internet sites
are open 24 hours a day, but traditional companies have a
set operating hours and retire at particular times.

To combat this, it's critical that you make yourself available

as often as possible, even in the dead of night. The very least
you can do is provide a phone number where clients can
leave a message if they have a question. You can contact
those that contacted now next morning, and the people will
be grateful for your flexibility.

Sure, there are some drawbacks to marketing

communication, but these may be overcome with
appropriate strategy.

Limitation in Audience Reached

While internet advertising can start giving your company
multicultural environment, offline marketing is limited in
terms of the bloodstream of the mainstream newspaper you
publicise in, the area coated by the television or radio station
where this airs, the quantity of people who frequent or host.
To combat this, make sure you make a positive impression on
the individuals who will see or hear your commercials, as well
as the people you will meet while promoting your business
offline.
 19

Easier to persuade customers to buy

In contrast to a person browsing on an ecommerce platform,
until you have a consumer in your business, you are
significantly more likely to get them all to buy anything. Deals
are significantly easier to acquire with face-to-face
engagement, and the fact that the buyer can genuinely touch
and grasp our item also helps.
The manner in which you engage with your clients will also
assist you build a good character; if you are nice and helpful,
people are much more likely to suggest you to everyone else.

20
 COMPARISION OF ONLINE AND
OFFLINE BUSINESS DEVELOPMENT
OFFLINE ONLINE
BUSINESS BUSINESS
Customer reach Customer Customer
reach is reach is
limited global
Availability Limited 24*7
time
Feasibility to Operate Can only beCan be
operated Operated
from the from
store anywhere in
the world
Promotion/Marketing Limited A broad range
marketing of promotion
possibilities and marketing
features
available
Customer Retention Easier to Comparatively
retain loyal difficult to
customers retain
 customers .
Customer Support Physical Virtual
support support
Competitive Less More
competitive competitive
Maintenance High-cost Less cost is
infrastructure required for
management maintenance
Performance Complicated Stats and
Analysis and time figures
taking task updated in
to analyse real-time so
the performance
performanc analysis is
e easier
Trustworthy Mouth to Reviews
mouth available can
popularity help in
builds trust building more
trust

22
Chapter-2

Research Objective
Objective of the Research undertaken

1. To find out which type of business development is more

helpful in developing business.
2. To examine the factors that influence customer online
engagement.
3. To analyze the relationship between social media
marketing and customer engagement and offline methods
and customer engagement.

24
 Chapter-3
Literature Review
In the past decade or two, technology has played a vital role
in shifting people from offline to online in most of the aspect
related to their daily needs such as shopping, communication
via internet, study materials, and many more. Social media
played and still taking over the traditional methods of
marketing, it has changed the whole scenario of marketing.
Social media marketing basically uses social media platform
for promotion of services and goods. It helps both the
customer as well as the companies. Companies uses their
marketing tools such as analysis, page fluctuation rate,
progress tracking, customer engagement etc. Companies
address a range of stakeholders through social media
marketing, including current and potential customers,
current and potential employees, journalists, bloggers, and
the public. Social networking sites behaves as word of mouth
or more precisely, electronic word of mouth. The Internet's
ability to reach billions across the globe has given online
word of mouth a powerful voice and far reach. In this
research study, the customer engagement has been given
the focus and which social media platform do the same for
customer retention. There are several studies that
researched about the customer engagement and customer
satisfaction via different social media platforms for a better
digital marketing. Influence of Social Media Marketing on
Customer Engagement, the study was done by (F. Safwa
Farook, Nalin Abeysekara, 2016. The focus of the study is to
find out types of posts including content or media type
encourage customer online engagement. To determine the
factors that drives a customer online engagement. To analyze
the relationship between customer engagement and social
26
media marketing. The findings of the study revealed that five
factors have a significant impact on customer engagement:
Trust in information, concern for privacy, perception of
reliability, security in social media and use of social media.
The more the customers viewed an organization to be
trustworthy and secure, the better they would interact. The
social media selected for analysis of the research was
Facebook since it is the most popular and highly used media
by both consumers and marketers alike. This has been a
proven fact in previous literature. As examined by previous
practitioners and researchers, the concepts of content and
media type of posts were examined. (Ms. Sisira Neti,2011)
conducted a research on Social media and its role in
marketing. The study focuses on two main benefits of social
media that are important to business, they include: Cost
reduction by decreasing staff time and increase the
probability of revenue generation. The comparative study of
selling budgeting of various years was done to draw the
differences among social media channels, the strategy, and
methodology adopted by the businesses while using different
social media channels signifies the business potential. The
study puts the imperative specialize in Social media
marketing and therefore the following points were observed
from the study: Generating exposure to business, increasing
traffic, building new business partnerships, Rise in program
rankings, generating qualified leads thanks to better lead
generation efforts, Selling more products and services, and
Reduction in overall marketing exposures. it absolutely was
concluded from the research that whether you are a private,
a startup, small business, or an outsized corporation, an
27
internet presence is a vital prerequisite and a baseline
requirement for the expansion and development of any
company or business. A research was conducted on
Customer Engagement in Social Media and Purchase
Intentions in the Hotel Industry by (Liew Chee Yoong, Song
Bee Lian, 2019). The research includes surveillance, social
interaction, sharing of information and attraction as the
antecedents of customer engagement in social media, which
directly affects purchase intentions. The main dimensions of
the study were building reputation, information quality,
attractive contents, effective communications, branding, and
word-of mouth-referrals. Hence, the primary inference of the
study was firstly to investigate the effect of surveillance,
social interaction, sharing of information and attraction on
customer engagement in social media secondly, to analyze
the influence of customer engagement in social media on
purchase intentions of customers. The questionnaires used
was administered to a convenience sample of 392 hotel
customers from Kuala Lumpur and Petaling Jaya, Malaysia,
through a self‐administered questionnaire. Talking about the
conclusion it was concluded that customer engagement
strategies should focus on more on building reputation,
information quality, attractive contents, effective
communications, branding, and word-of mouthreferrals. A
study on Social media engagement behavior: A framework
for engaging customers through social media content was
conducted by (Rebecca Dolan, Jodie Conduit, Catherine
FretheyBentham, John Fahy, Steve Goodman, 2019). In the
study of research Facebook Insights and NCapture were used
and the data of 12 wine brands from the Facebook pages
28
were extracted over a period of 12 months. A multivariate
statistical regression analysis was accustomed study the
impact of content on consuming, influencing, and building
engagement behaviour. Dimensions of the study were
distinct effects of informational, entertaining, remunerative,
and relational content on the passive and active engagement
behavior of social media users. In today’s world,
organizations are investing prominently on Social media
without understanding the results of Social media content on
the engagement of the user. it absolutely was concluded
from the study the distinct effects emotional and practical
appeals on the engagement behavior. The results of the
research study were that rational and coherent appeals have
a superior impact on consumer engagement in terms of
facilitating active involvement of the user, whereas
emotional factors have a rather passive impact on customer
engagement. The findings of the research provide a
foundation for managers and marketers for enhancing
strategic development strategy for user engagement. (Waad
Assaad, Jorge Marx Gómez Carl von Ossietzky,
Ammerländerheerstr, 2011) conducted a research on Social
Network in marketing, in which a particular emphasis was
placed on the management of knowledge to facilitate the
finding, valuing, and managing information for the expansion
of the business. within the research, the secondary data was
used, and therefore the analysis was done to map the
relation of Social networking thereupon of content marketing
for the boom of social media. The study also focused on the
identification of network management that is, enabling the
representation of the aspects of the net, and the department
29
of social networking. (Waad Assaad 2011) also suggested that
Social media marketing is that the new variety of
communication wherein business and firms can treat social
networking as a brand-new channel within CRM. Several
companies are already using CRM solutions to manage
customers, contacts, interactions, and communications, to is
sensible and to still use customer management tools when
these processes get into social networking platforms. While
social media networking activities will be a fringe channel in
CRM, they also exploit the capabilities of CRM with fresh
ways of encouraging customers and managing
communication. it absolutely was also observed and analyzed
within the research to use CRM and social networking sites
together to concentrate better to customers, analyze
information, and answer customers in a very way that is
meaningful to them. It was determined from the study that
Social networking sites are the premise of virtually infinite
views of clients and circumstances, and therefore the
challenge is to manage this information in an exceedingly
suitable manner and in a profound way for the corporate
which brings real gains for them A research study was
conducted to know social media use and impact on customer
engagement by (Viktor Grönfeldt Steinþórsson, 2017), in this
research study the author examined the social media use of
amputees drawing on data collected for this study on the
social media platforms of the Amputee Coalition of America.
the rationale of the study was to look at how amputees use
social media and analyze if social media use impacts their
prosthetic choice and level of engagement with prosthetic
manufacturers. A questionnaire was floated on social media
30
pages of the Amputee Coalition focused on four topics: 1)
social media use, 2) social media content, 3) social media
influencers, and 4) social media engagement. Total of 101
participants answered the online survey, with 47.5% female
and 52.5% male responders. In today’s rapidly evolving social
media environment and new technically proficient
generations of consumers growing up with social media at
their fingertips requires organizations to formulate effective
social media strategies. Marketers must build effective social
media toolkits to proactively engage with customers through
relevant content and meaningful conversations about
products and services to establish sustainable competitive
advantage

31
 CHAPTER -4

RESEARCH METHODOLOGY
4.1 SOURCES OF DATA
There are two types of data
1. Primary Data
2. Secondary Data
4.1.1 Primary data:
Primary data are those, which are gathered new and out of
the blue, and in this way, happen to be unique in character. It
is the foundation of any examination. It is acquired from
respondents with the assistance of a generally utilized and
understood technique for overview, through an all-around
organized survey.
4.1.2 Secondary data:
Secondary Information is those which have just been
gathered by another person and which have just been gone
through the measurable procedure. For this situation, one
isn't stood up to with the issues that are normally connected
with the accumulation of unique information. Optional
information either is distributed information or unpublished
information. Optional information is gathered from govt.
productions, diaries, magazines, budgetary records, sites and
yearly distributions of the organization. In this investigation,
auxiliary source utilized is sites.

33
4.2.SAMPLE AREA
A sample is taken from the area of JAMMU. These includes
students, self employed people etc. are taken to be
considered .

4.3 SAMPLE PLAN

9.3.1 SAMPLE SIZE:
A sample of respondents will be selected from various areas
of Jammu. An effort has been made to select respondents
evenly.
4.3.2. SAMPLING UNIT:
It denotes who is to be surveyed. The researcher must define
the aim population that will be sampled. In this project
sampling unit is all the students, self-employed, un-employed
etc .
4.3.3. SAMPLING TECHNIQUE:
For the purpose of research random sampling is being used.
Randomly we sent questionnaire to the different people
from different areas of Jammu& Kashmir. Every respondent
has different viewpoints about the topic and they fill the
questionnaire accordingly. The entire respondents are
chosen.

34
4.4 METHODOLOGY & PRESENTATION OF DATA :
The data so gathered is then coded in the tables to make
thethings presentable in more successful. The results of data
shown through Bar Diagrams and Charts which helps me out
in easy and effective presentation and hence results are
being obtained.

4.5 LIMITATIONS OF STUDY

Carrying the review was a general learning experience for us
but we also faced some problems, which are listed below:
1. Generally, the respondents were busy in their work and
were not interested in answering correctly.
2. Respondents were reluctant to discover complete and
correct information about themselves and their organization.
3. Most respondents were not maintaining proper records of
their habits of shopping, so they were unable to provide
exact information.
4. Most of the respondents were using the sources of more
than one shopping source and they were not able to
properly differentiate among their product which they buy
from different sources.
5. Due to human behaviour information may be biased

35
 CHAPTER – 5

DATA ANALYSIS
&
INTERPRETATIONS
AGE OF THE RESPONDENTS

GENDER OF THE RESPONDENT

37
STATES

Most of them were from Jammu &Kashmir

OCCUPATION

38

HOW OFTEN THEY GO FOR SHOPPING

WHICH MODE OF SHOPPING THEY
OFTEN USE?

39

WHICH MODE OF SHOPPING THEY ARE

MORE COMFORTABLE?
WHICH MODE OF SHOPPING DO THEY
TRUST MORE ON THE BASIS OF
QUALITY?

HOW MUCH TIME DO THEY SPEND

SURFING THE WEB?
WHICH FACTOR INFLUENCE TO SHOP
THEM OFFLINE?

41

WHAT FACTORS AFFECT THEM TO BUY

ONLINE?
WHICH BUSINESS RELATIONSHIPS THEY
TRUST THE MOST?

42

SCALE THEY ARE SATISFIED WITH

OFFLINE SHOPPING
SCALE THEY ARE SATISFIED WITH
OFFLINE SHOPPING

43

HOW LIKELY DO THEY RECOMMEND

OFFLINE SHOPS OR BRAND?
HOW LIKELY DO THEY RECOMMEND
ONLINE SITES AND PAGES TO THE
FRIENDS?

44

5.2 INTERPRETATION OF QUESTIONNAIRE

1. AGE OF THE RESPONDENTS
OPTIONS No. of selected
A.16-20 38.1%
B.20-24 42.9%
C.24-28 14.3%
D.28-32 0
E.12 4.7%
Interpretation: from the above table we came to know
that the most of the people engaged in shopping, etc.
are of age group of 20-24 year old.
2. OCCUPATION
A.STUDENT 84.4 %
B.EMPLOYED 2%
C.SELF-EMPLOYED 4.5%
D.UNEMPLOYED 9.1%
Interpretation: From the above ,we came to know
most of the people engaged with this activities are
Students.

45
3. WHICH MODE OF SHOPPING THEY USE
OFTENLY?
 A. Online 36.4%
B.Offline 63.6%

Interpretation: From this we came to know that

most often being used mode of shopping is used is
offline mode.

4. Mode of shopping they are more comfortable.

A. ONLINE 40.9%
B. OFFLINE 59.1%

Interpretation: From this we came to know that more

of the people are comfortable and trust offline
businesses other then online business.

5. Time they spend online web surfing?

A. 0-5 hour 54.5%
B .6-10 hour 31.8%
C .10-15 hour 13.6%
Interpretation: From this we came to know that most
46
of the people around 54.5% people spend more than
or around 5 hrs a day so, possibility of their getting
influenced by the products online is comparatively
high.
6. Mode of shopping they trust the most
A.Online 14.8%
B. Offline 85.2%

Interpretation: From the above information we came

to know that even after online marketing and
revolution in shopping habits of the consumers still
there are a lots and lots of people who still do not trust
the online shopping and prefer to shop offline maybe
because of risk of fraud which is very common now a
days, Less contact with the community, Unfriendly,
scam, or complicated websites etc.

47
 CHAPTER – 6

FINDING

6.1 FINDING OF THE STUDY

The findings of the survey are as following:
 There is a slight variance in male and female
respondents. The participation of females is
slightly higher than male.
 The survey showed, 72% consumers are 18 to 25
years old and 28% consumers over 26 years.
 Most of the respondents use more than 3 social
media platforms.
 The survey showed, 63% consumers of online and
offline shopping are male and 37% consumers are
female
 Out of data surveyed, 14.8% consumers trust on
online shopping and 85.2% consumers are not
trusted on online shopping.
 The maximum consumers are satisfied with online
shopping and 78% consumers prefer to online
shopping.
 Analysis showed 45% consumers think that quality,
22% consumers think that price,18% consumers
49

 think that payment facility and 15% consumers

 think that salesman advice is the most important
criterion when they buy in offline shopping.
 Out of data surveyed 70% consumers like
bargaining while 30% consumers do not.
 The surveyed showed 37% consumers think that
they can touch the product, 35% consumers think
that there are better return policies,20%
consumers think that there are discounts on their
shopping and 8% consumers think that there is no
disappointment about the product in offline
shopping.
 The survey showed that 85.2% people spend
most of their time surfing web but most of
them still do not trust online shopping.
 The survey showed that 59.3% are affected by
the advertisement 11.1% are affected by
50
 social media, 18.5% are affected by Internet
while 59.3% of people are affected by all of
these factors for shopping online.
 The survey showed that 25.9% people thinks that
offline shopping relationships are reliable while
74.1% people thinks that online shopping
relationships are reliable.
 The survey showed 67% of people are likely to
recommend offline products to their friends while
only 33% of people are likely to recommend online
products to their friends.

51
 CHAPTER-7
RECOMMENDATIONS
Business development is creation of long term value for an
organisation from customers, markets and relationships.
Long term value does not mean cash or money like making
quick money for your company and get rich but long term
value is a different concept in business development making
money cannot make you earn long term value for your
business. In this dynamic environment, most businesses and
organizations face the heat of a rapidly changing marketing
environment by growing social media use. There are many
alternatives available for traditional marketing, there are
many different apps and social media platforms that are used
by companies and businesses to engage their customers and
satisfy them. But the real challenge is that social media
handling is expensive and involves a lot of creativity to attract
the customers, as it is not easy to engage in this fast pace
world. Time is the most precious and valuable thing for a
customer and targeting and engaging them on social media
platforms was the focus of the study. In this research, the
main focus was to study comparative study of online and

54
offline business development platforms to increase
customer engagement. Online shopping is a new experience
and has greatly impacted the lives of consumers in its short
time of existence. Online shopping has made consumers
more effective and efficient in their shopping behaviour and
has driven businesses to a new level, forcing many to make
the necessary adjustments and changes to reach the new
market of knowledgeable consumers. The overall results
prove that the respondents have perceived online shopping
in a positive manner. This clearly justifies the project growth
of online shopping in the country but these frauds needs to
be reduced in order to build the trust of the common people.
However, the frequency of online shopping is relatively less
in the country.

55
CHAPTER - 8
CONCLUSION
 CONCLUSION
In a nutshell, this internship has been an excellent
and rewarding experience. It was done because of
the right and proper guidance .The marketing
development of the online and offline companies has
proven right for the organization because it’s spreading
its business gradually. As a result the Business
Development and Customer Relation of online and
offline organisations and their marketing
implementation consumers’ behaviour towards the
consumer is very positive and their satisfaction level is
very high .The consumers preferred offline
organisations. The consumers believe that offline shops
provides high quality product, but Consumers are mainly
got information from television ads, advertisement,
social media, etc.

57
CHAPTER – 9

BIBLOGRAPHY
7.1 WEBSITE
E6CQgAEMkDEAoQQzoKCAAQsQMQgwEQClCdKFiLTmCEVWgBcAJ4A4ABkAqI
AadFkgEPMC4yLjEuMy4yLjEuMy4zmAEAoAEBqgEHZ3dzLXdperABBsgBCMABA
Q&sclient=psy-
ab&ved=0ahUKEwjryev08KHtAhUjH7cAHeBhCN8Q4dUDCA0&uact=5

• https://www.google.com/search?rlz=1C1CHBF_enIN877IN877&ei=hoDAX6e2HuTiz7s
PuPuJGA&q=online+course&oq=online+course&gs_lcp=CgZwc3ktYWIQAzIICAAQy
QMQkQIyBAgAEEMyBAgAEEMyBAgAEEMyBAgAEEMyBAgAEEMyBAgAEEMy
BwgAELEDEEMyBAgAEEMyCAgAELEDEIMBUHlYzRxg0CJoAHABeACAAaEMi
AH3FpIBBTctMS4xmAEAoAEBqgEHZ3dzLXdpesABAQ&sclient=psy ab&ved=0ahUKEwinkZHJ8a
HtAhVk8XMBHbh9AgMQ4dUDCA0&uact=5

• https://mail.google.com/mail/u/0/#inbox/FMfcgxwKjdvNJCBJLQQzBfgnhgrPjhJM

• https://www.facebook.com/

• https://www.gsmarena.com/apple_iphone_12_pro_max -10237.php
https://en.wikipedia.org/wiki/Business_development#:~:text=Business%20development%20is%20the%20creation,the%20business%20in
%20some%20way.

• https://marketingland.com/content-marketing-done-right-8-examples-can-learn-149088

• https://akanksharedhu.com/

• https://www.youtube.com/watch?v=UUF231bR5YY

• https://www.google.com/search?rlz=1C1CHBF_enIN877IN877&ei=1X_AX6uLLKO -
3LUP4MOh-
A0&q=mobie+phone&oq=mobie+phone&gs_lcp=CgZwc3ktYWIQAzIHCAAQsQMQQ
zIHCAAQsQMQQzIECAAQCjIECAAQQzIECAAQQzIHCAAQsQMQQzIECAAQCjI ECAAQCjIECAAQ
QzIHCAAQsQMQQzoECAAQRzoFCAAQsQM6AggAOgcIABCx
AxAKOg4IABDqAhC0AhCaARDlAjoHCAAQyQMQQzoECC4QQzoICAAQsQMQgw
https://thediamondlab.org/what-is-online-business-development/

58
CHAPTER-8

ANNEXURE
QUESTIONNAIRE
1. NAME
2. GENDER

(a) Male

(b) Female

(c) Others

3. Which age group you belong to ?

(a) 15-25

(b) 25-35

(c) 35-45

(d) 45 and above

4. What is your current employment status?

(a) Employed

(b) Not employed

(c) Student

(d) Other

60
5. What is your highest qualification?

(a) Matric

(b) Intermediate

(c) Graduate

(d) Postgraduate

(e) Others

6. How many social media sites do you use?

(a) 1

(b) 2

(c) 3

(d) More than 3

7. How many hours, on average per day, do you spend on social

media?

(a) Less than 1 hour

(b) 1-2 hours 53

(c) 3-4 hours

(d) 5-6 hours

61
(e) More than 6 hours

12. What type of content do you prefer on social media?

(a) Communication with family and friends

(b) Entertainment

(c) Inspiration/motivation

(d) Knowledge and Education

(e) News and updates on current events

(f) Shopping

(g) Other

15. Do you think ads on social media (Facebook, Instagram)

help you to buy a certain product?

(a) Strongly disagree

(b) Disagree

(c) Neutral

(d) Agree

(e) Strongly agree

62
16. Do you think it is essential to be up to date with
promotional offers by using social media?

(a) Strongly disagree

(b) Disagree

(c) Neutral

(d) Agree

(e) Strongly agree

63