Multidisciplinary Action Project Report

On
"A study on customer perception towards choice of Fast-food in
valsad"
At
Purohit khaman, Halar road, valsad
Submitted to
Naran Lala School of Industrial Management and Computer Science
(799)
Under the Guidance of
Divyesh J. Gandhi
Assistant Professor
In partial Fulfilment of the Requirement of the award of the degree of
Master of Business Administration (MBA)
Offered By
Gujarat Technological University
Ahmadabad
Prepared by:
Mr. Prajapati Mahendra 197990592058
Mr. Desai Jenil 197990592008
Mr. Bhandari Harsh 197990592003
Ms. Khan Aqib 197990592029
Ms. Bhavsar Zeenal 197990592005
MBA (Semester - III)
Month & Year:
NOVEMBER 2020
 Industry Overview
The world’s fastest-growing industry, Electronics System Design and Manufacturing (ESDM)
continues to transform lives, businesses, and economies across the globe. The global electronics
market is estimated to be over $2 tn. India’s share in global electronics manufacturing has grown
from 1.3% in 2012 to 3.6% in 2019.
Technology transitions such as the rollout of 5G networks and IoT are driving the accelerated
adoption of electronics products. Initiatives such as ‘Digital India’ and ‘Smart City’ projects
have raised the demand for IoT in the market and will undoubtedly usher in a new era for
electronic products.
 India is expected to have a digital economy of $1 tn by 2025
 One of the largest electronics markets in the world anticipated reaching $400 bn by 2025
 Indian Electronics Manufacturing Service (EMS) Industry is expected to grow 6.5x from
$23.5 bn to reach $152 bn by 2025
 India produce over 600 units of mobile phone units every minute which translates into
over $ 55 K worth of production in each minute. Moreover, 160 phones are sold online in
a minute 100% FDI is allowed under the automatic route.
In case of electronics items for defence, FDI up to 49% is allowed under automatic route and
beyond 49% through the government approval.

History
Indian Electronic industry dates back to the early 1960’s. Electronics was one industry initially
restricted to the development and maintenance of fundamental communication system including
radio-broadcasting, telephonic and telegraphic communication, and augmentation of defense
capabilities. Until 1984, the electronic Industry was primarily government owned and then in
1980’s witnessed a rapid growth of the electronics industry due to sweeping economic changes,
resulting in the liberalization and globalization of the economy.
The economic transformation all over the world was motivated by two compelling factors – the
determination to boost economic growth, and to accelerate the development of export-oriented
industries, like the electronics industry. By 1991 in the country private investments – both
foreign and domestic were encouraged. The easing of foreign investment norms, allowance of
100% foreign equity, reduction in custom tariffs, and relicensing of several consumer electronic
products has attracted remarkable amount of foreign collaboration and investment.
The Domestic Economic industry also responded favorably to the policies of the government.
The initiatives of the electronic field to private sector enabled entrepreneurs to establish the
industries to meet demand in the market. Improvements in the Indian Electronics industry have
not been limited to a particular segment, but encompass all its sectors. This pace made in the
areas of commercial software, telecommunications, electronics, instrumentation, positioning and
networking systems and defense. The result therefore has been a significant trade growth that
began in the late 1990’s. The Indian Electronics Industry is a text for investors who consider
India as a potential investment opportunity.

Brief Introduction
Indian electronics companies had majority benefited from the economic liberalization policies of
the 1980’s, including the loosening of restrictions on technology and component imports,
delicensing, foreign investment and reduction of excise duties. Output from electronics plants in
india grew from Rs.1.8 billion in FY 1970 to Rs.8.1 billion in FY 1980 and Rs.123 billion in
1992. Most of the expansion took place in the production of computers and consumer
electronics. India Production of computer rose from 7500 units in 1985 to 60000 units in 1988
and to an estimated 200000 units in 1992. During this period, major advances were made in the
domestic computer industry that led to more sales. Consumer electronics in india accounts for
about 30% of totl electronics production of the country.
In 1990 the electronic production included 5 million television sets, 5 million tape recorders, 5
million electronic watches and 140000 video cassette recorders. The Indian engineering sector is
large and varied and provided around 12% of India’ exports in the mid-1990’s. Two subsectors,
electronics and motor vehicles, are the most dynamic in all the sectors.

Market Capitalization
With per capita disposable income and private consumption having doubled in the past 7 years,
India has emerged as one of the largest markets for electronic products in the world.
The electronics market valued at $118 bn in 2019-20 is segmented as Mobile Phones (24%),
Consumer Electronics (22%), Strategic Electronics (12%), Computer Hardware (7%), LEDs
(2%) and Industrial Electronics (34%) comprising of Auto, Medical and other industrial
electronic products.
  Over 2.5X growth in domestic electronics production in 5 years; From $29 bn (2014) to
$75.7 bn (2019-2020)
 Over 5X growth in production of mobile phones in 5 years; from 60 mn units (2014-15)
to 330 mn units (2019-20).
 Domestic Electronic Components market in India for 2019 is $20.8 bn (excluding
imported PCB-Assemblies)
 Digital Transactions per capita per annum have increased ~10x in 5 years.
 India is a global R&D destination, with 1140+ R&D Centers of MNCs in India
employing 900,000+ professionals
 Export of Electronic Goods was valued at $1146.63 bn in August 2021 with a positive
growth of 31.49% over exports of $872.04 bn in August 2020.
Challenges
A complex value chain: The electronics industry is constantly changing due to disruptive
innovation, thereby increasing the pressure on the value chain to upgrade continuously. The
sourcing and contractual interdependencies between OEMs and suppliers are now more complex
due to the highly advanced technology of the components, the number of components required
for a single finished product, the level of aggregation or assembly required, and the need to adapt
to changes in product design. The Indian ecosystem for electronic components is still evolving
and has a long way to go.
A capital intensive industry with inadequate raw material availability: The electronics industry is
primarily dependent on the number and competence of domestic chip fabrication centres (fab
centres). Fab centres require a dedicated ecosystem, which involves investment, the know-how
of chip fabrication, raw material supplies, continuity of demand, and unit upgradation
competence. Given the current scenario, India lacks most of the necessary ammunition for the
development of domestic chip fabrication units. Thus, the design and development of electronic
products are often outsourced to ODMs (original design manufacturers) in other countries with
stronger designing and manufacturing capabilities.
Sustainability: Emerging regulations and standards for cleaner and greener technology are
forcing companies to be accountable for the manufacturing process as well as the final product.
The entire recycling and disposal process for electronics needs to be considered as a vital part of
the product life cycle.
E-waste management: India ranks fifth globally among top e-waste producing nations. The
exponential increase in the quantum of e-waste is driven by the rise in usage as well as the
growing pace of upgrades. Consumers are discarding old PCs, mobiles, tablets, and other
electronics a lot sooner than before. However, with the awareness campaigns by MeitY, e-waste
management is gradually being taken seriously in the industry.

The Indian market growth has predominantly seen consumption-driven growth in the last several
years. However, the government’s support for the industry has been strong, with numerous
conducive policies. Growth in our electronics manufacturing industry will establish India among
the leading economies of the world. With this goal, it is expected that the growth momentum will
be sustained over the coming decade.
As per a report published by the World Economic Forum, “The vision for the future of
consumption in India is anchored in the growth of the upper-middle-income and high-income
segments, which will grow from being one in four households today to one in two households by
2030.”
These new consumers will drive the demand for consumer appliances, such as air conditioners,
washing machines, and others. These product categories are also the cornerstone of the boom in
consumer electronics sales. While the growth is predominantly consumer-driven, the industry is
also expected to drive innovation to increase the share of electronics across several applications.
In the automotive industry, the government has released a draft notification to ban all internal
cumbustion engine powered two-wheelers and three-wheelers by 2023 and 2025, respectively.
The proposed change has created the momentum to attract EV companies (manufacturers and
their suppliers) to explore investments in Indian manufacturing. Similarly, a newer technology
like 5G is likely to drive growth and consumption of the Indian electronics industry.
With future investments in semiconductors, electronic components and ICs, India is looking set
to welcome another wave of growth in the electronics sector. This transition will be fueled by a
large young population, increasing research initiatives, and favorable investment policies. The
impetus provided by the government will give further encouragement to domestic manufacturing
as India prepares to be the next global hub for electronics production and exports.

Working Condition
Working conditions in electronics plants are generally good. Most plants are modern, clean, and
quiet. Although the work is not strenuous, some assembly line jobs tend to be monotonous. The
workweek is usually forty hours long. Many plant workers in the electronics industry belong to
labor unions.

IMP Link: https://www.indianmirror.com/indian-industries/electronics.html

https://www.indianmirror.com/indian-industries/2020/electronics-2020.html
 Company Overview

1st Branch- 2007: Shivani Electronics

The First Branch Opened by Mr. Dipakbhai Thakorbhai Bhandhari in 2007 at Unai. The
Shop name is based on his first daughter name Shivani Dipakbhai Bhandari. Till now the shop is
existence in Unai. Last Three years Revenue/ Profit is approximately 15 lacs.
2nd Branch- 2020: Shivani Electronics
The Second Branch also opened by Mr. Dipakbhai Thakorbhai Bhandari in 2020 at
Dolwal.
 Product Profile
Refregirator
Washing Machine
Television
Mobile Phones
Gharghanti
Mobie Assesories
 Organizational Structure

Owner

Workers

Financial Information

Annual turnover : 7 lacs approx

Number of employees : 2
 SWOT analysis of Shivani Electronics

Strength:

 In Electronics they have lot of Products in different Brands.

 Shop is located in main area in Unai city.
 They offer Discounts.
 They provide good delivery service to customer.

Weaknesses:

 Shop is located in main area but the shop is in the corner of building so they
can’t attract customers.
 They do not have trained employees.

Opportunities:

 Shop is located in main area if they make any changes in future they able to
implement within few days.
 Advertisement opportunity is good to boost sale.

Threat:

 High rate of competition.

 Price war.
 Economic down fall because of covid 19 pendamic.
 DIAGNOSIS PHASE
Background of the Project:
1. The main problem that was face by Shivani Electronics was low sales compared to the
festival seasons.
2. Second Problem is they need Online platform to improve customer relationship at
Shivani Electronics

PROBLEM IDENTIFICATION

EXAMINING NEED OF ONLINE PLATFORM TO IMPROVE

CUSTOMER RELATIONSHIP AT SHIVANI ELECTRONICS.
Customer Relationship:
The ways in which your company communicates and deals with existing customers Let
customers know what you are doing for them.
Customer relationship management (CRM):
Customer relationship management (CRM) is an approach to manage a company's interaction
with current and potential customers. It uses data analysis about customers' history with a
company to improve business relationships with customers, specifically focusing on customer
retention and ultimately driving sales growth.
One important aspect of the CRM approach is the systems of CRM that compile data from a
range of different communication channels, including a company's website, telephone, email,
live chat, marketing materials and more recently, social media. Through the CRM approach and
the systems used to facilitate it, businesses learn more about their target audiences and how to
best cater to their needs.
Importance of Customer relationship management (CRM):
It enables businesses to see their customers as individual people, rather than a homogenous
group. Each one has their own specific needs, purchasing patterns and customer history and by
understanding this, businesses can deliver a better service than ever before.

Customer relationship management platforms:

CRM software is a series of platforms that track your relationships and interactions with
customers, prospects, and contacts; automate workflows; provide analytical insights into your
business; and help your company make informed, data-based decisions so it can succeed.
Digital platform:
A digital platform refers to the software or hardware of a site. For example, Facebook,
Instagram, WhatsApp etc.
A digital platform consists of multiple services, representing a unique combination of software
and hardware services of a company used to deliver its digital strategy.
There are 5 main digital platforms

1. Search Engine

2. Social Media

3. Video

4. Blogs

5. Email

1. Direct Advertising:
Direct adverting helps an advertiser to create awareness about a product or brand. Recently every
company can easily show their advertisements for products or services on different digital
channels. If you can take a good marketing strategy, then you can perform well in the
competitive marketing. Direct advertising is a good option for a marketing strategy. It can attract
a large mass and develop your business.

2. Easy Consumer Reach:

The main advantage of digital marketing is – it can reach a wide range of audience as early as
possible. Nowadays people spend a large portion of their time in searching the web. Using
internet channels, a marketer can easily and quickly approach to target a number of consumers.
There are so many social media platforms for advertising. They are Facebook, WhatsApp,
Twitter, Blogs, Instagram, Google+, YouTube, Pinterest, and LinkedIn etc. Using these social
Medias, a marketer can easily reach its targeted customers.

3. Easy Brand Promotion:

As the technology and internet have developed a lot, the brand’s may take a great advantage of
customer’s reach and co-operate its clients successfully. Development of a company depends on
the existence of the internet. It can develop your company from any regional market to
nationwide and worldwide marketplaces at the same time.

4. Reduce Cost:
Digital marketing allows the marketers to save cash. Because digital marketing does not demand
a great amount of financial commitment. It costs comparatively low than the so-called traditional
marketing channels like television, newspapers, radio, banners, magazine etc. Some websites and
business profiles generate huge traffic for absolutely free. It is a great option for marketers to
spread their business throughout the world without any high cost.
5. Helping Marketers Career:
It is a great opportunity for an individual who is making digital strategies and helping companies
to expand their business. These strategy makers help to grow the business of a company and
himself/herself makes their own career also. Digital marketing has spread huge career options for
digital marketers.

6. Available 24/7:
The World Wide Web never rests for any time. So, your advertisement will work for 24 hours.
Using the electronic industry, your advertisement will physically present for 24 hours a day and
7 days a week and 365 days in a year. So, your advertisement will always be in front of your
targeted customers. This is one of the main important features of digital marketing that we
cannot avoid while talking about advantages and disadvantages of digital marketing.

7. Consumer’s Convenience to Shop Online:

Online shopping is a growing trend. For the popularity and capabilities of digital marketing,
customers are more interested in online shopping. Today distance is not a matter to a customer.
Also, a customer can get the opportunity of choosing his/her material from so many options. A
large portion of people now likes online shopping for its so many benefits. So, digital marketing
opens up a new opportunity for both the company and the customer. Now a retailer and a
customer can connect with each other very easily.

8. Perpetually Displaying ads:

Due to digital marketing, it is now approachable to the target customers at any time of the day.
There are no limitations in the place and time. These perpetually displaying ads attract the
customers very much. But we have to manage these ads efficiently to see on the web page.

9. Bulk Messages:
The Internet allows you to send so many emails and messages at a time. So, within a short span
of time, you can connect with your customers. This paves a way to reach more customers. If you
want to send any information to your customers or any employees, these messages will help you
to a greater extent

10. Simple to Measure:

The online calculation is not a difficult task for the companies. Marketers easily can know if
their marketing strategies are working or not. If their marketing strategies are not working, then
they can change their marketing strategies without any hesitation. They can also know which
customers or organizations like their products. So, a company can easily target those customers
or organizations. This measurement may save you from loss.
 RESEARCH METHODOLOGY

STATEMENT OF PROBLEM

The dynamic changes in the market, the need for innovation and the development of the
technology are shifting the focus on the companies to the digital transformation and the necessity
of digital platforms. In this study Difficult to choose Online Platforms from available Digital
Platforms. So we choose WhatsApp, Facebook and Instagram.

SCOPE OF STUDY
The study gives the information about the various approaches and strategies used by Shivani
Electronics for customer acquisition. The study was undertaken in the Unai city only. The study
was limited to 100 people of Unai city. It is confined to the collection, analysis and interpretation
of the people’s opinions about the service provide by the Shivani Electronics.

OBJECTIVES OF THE STUDY

 To know the Expectation of customer towards online Presence of Shivani Electronics.

 To acquired new customers and Improve customer relationship.

 DESIGN AND ANALYSIS PHASE

RESEARCH DESIGN
A Descriptive Research Design was used for this study. Descriptive study is a fact- finding
investigation with adequate interpretation. It is the simplest type of research. It is more specific
than an explanatory study, as it has focus on particular aspect of the problem studied. It is
designed to get her descriptive information and provide information for formulating more
sophisticated studies. Data are collected by using appropriate method, questionnaire.

Research procedure: Survey method

Research instrument: A well designed and structured Questionnaire

Six W’s
1. Who: people of Unai city

2. What: Questions regarding the acquisition strategies used by Shivani Electronics

3. When: Convenience of the researcher and respondent

4. Where: In the Shivani Electronics or in- person

5. Why: To know the strategies used for customer acquisition

6. Way: Survey are being done through structure questionnaire

SAMPLING PLAN

Sample Size: 100 customers of Shivani Electronics

Sampling Procedure: Non Probability convenience sampling

Sample Area: Unai city

TYPE OF DATA

Primary Data: - They are those data which are generated for the first time by the researcher for
his own purpose. Such data do not already exist.
Secondary data: - Data gathered and recorded by someone else prior to and for a purpose other
than the current project.

SOURCES OF DATA
Data will be collect from primary source as well as secondary source. Questionnaire will be used
for primary data and online articles, past research papers, journals, etc. are used for secondary
data.

METHODS OF PRIMARY DATA COLLECTION

Qualitative research – An unstructured exploratory research methodology based on small
samples that provides insights and understanding of the problems settings.
Focus group

Quantitative research – A research methodology that seeks to quantify the data and, typically
applies some form of statistical analysis.

• Survey: A survey is a measurement process used to collect information during a highly

structured interview sometimes with a human interviewer and other times without.
Observation
Observation is a systematic data collection approach. Researchers use all of their senses to
examine people in natural settings or naturally occurring situations. Observation of a field setting
involves: prolonged engagement in a setting or social situation.
Researcher have used a Quantitative research and used a survey for research, and also
used a one to one personal interview for research.

 Personal interview

Personal interview: - Personal interview method requires a person known as the interviewer
asking questions generally in a face-to-face contact to the other person or persons. (At times the
interviewee may also ask certain questions and the interviewer responds to these, but usually the
interviewer initiates the interview and collects the information.)

METHODS OF SECONDARY DATA COLLECTION

Secondary data are gathered in the literature review using articles, researcher papers and
journals.

TOOLS AND TECHNIQUES FOR ANALYSIS:

Instrument: Structured Questionnaire
Tool: Charts

LIMITATIONS OF THE STUDY:

• Due to time constraint, the study will be limited to Unai city only.
• The sample size is limited; it may not give the exact picture.
 LITERATUR REVIEW
1.Social Customer Relationship Management
Due to technological advancement, traditional CRM approaches has become outdated
now. In the current scenario, the customers are deciding the communication channels and driving
conversations, and companies need to cuddle this shift. Social CRM is the new buzzword and an
effective way to handle this innovative change. Social Customer Relationship Management
(Social CRM) is an emerging concept that incorporates traditional CRM and social media.
SCRM is equally beneficial for organisation and customers. The main objective of this paper is
to present a review of scholarly literature on the benefits of social CRM for companies and
factors influencing its adoption. An extensive literature review has been done to find out the
benefits of Social CRM and factors influencing its adoption. To study a broad view of social
CRM adoption and factors influencing its adoption, the publications of interest include scholarly
journal papers from information systems and marketing disciplines and conference proceedings.
In the present study, selected publications on Social Customer Relationship management were
reviewed, and findings were classified into two categories: the benefits of social CRM for
companies and customers, and the factors influencing CRM adoption.
2. Analysing the role of E-CRM in managing customer relation: A critical review of the literature
E-commerce has emerged as a convenient tool for companies to serve customers with
integration of online sales and marketing. Despite being an automated self-service solution to
customers, the e-CRM applications lacks focus on effectively serving each customer needs. The
aim of the present study is to explore the concept of e-CRM and its various strategies in
designing its practices and applications for building customer relations through review of
literature. The study carries strong implications as it identifies the strategic role of ecustomer
relationship management (e-CRM) in providing personalized and customized support to
customers.
3. Analyzing Online Customer Reviews – An Interdisciplinary Literature Review And Research
Agenda

Online customer reviews increasingly exert influence on customers’ purchase decisions

when shopping online and give new importance to the concept of word-of-mouth. This is
reflected in a growing body of academic literature across varying disciplines that draws on online
customer reviews as source of information. However, these studies apply varying methods and
obtain contradicting results. We conduct a systema (Dr. Lokesh Arora, 14- sep-2018) (Nidhi
Kampani1, 2020) (Manuel Trenz, 2013)tic and interdisciplinary literature review to examine
how online customer review data is used in academic research and which insights these studies
provide. Analyzing 49 journal articles we find that the most studies investigate online customer
reviews’ effect on sales, review helpfulness or review manipulation. Furthermore, the variety of
product categories and review websites these studies receive their information from is rather
limited. The results reveal that previous research can only provide an imperfect understanding of
the impact of electronic wordof- mouth on business. We therefore develop a twofold research
agenda with regards to (a) studies investigating customer reviews and its effects and (b) issues
with respect to the use of customer reviews as a data source in academic research.

4. Electronic Customer Relationship Management, Customer Satisfaction, and Customer

Loyalty: A Comprehensive Review Study.
Electronic customer relationship management (E-CRM) is the implementation of E-
technology or internet-based technology in order to attain customer relationship management
(CRM) objectives. According to the literature, E-CRM is about technology, processes and people
and E-CRM is to gain customer loyalty. The impact of E-CRM on customer satisfaction and
customer loyalty has been investigated by previous scholars. The major purpose of current study
is to review
relevant studies of which have been conducted on determination of E-CRM on customer
satisfaction and loyalty of customer. In order to achieve this, authors searched various related
journals indexed in valid databases for collection of sufficient bibliography and then reviewing
them in details. Findings provide information about each source, indicating what can be found
there and how the information can be helpful. This article fulfills an identified
information/resources need and offers
practical help to an individual and academic starting out a research on E-CRM and its
relationship with customer satisfaction and loyalty. Moreover, this study will bring helpful
insights for the managers of service industries to implement the E-CRM in the best shape and
match it with their organizations or industries’ culture to enhance level of customer loyalty and
gaining more profitability and revenue for their own businesses.

5. A Systematic Review of Extant Literature in Social Media in the Marketing Perspective

Social media applications have been extensively used and adopted by individuals and
organisations in most aspects of daily life. Likewise, researchers have spent much effort in
examining and exploring the effectiveness and effi‐ ciency of engaging such applications over
the marketing context. This study, therefore, realizes the necessity of conducting a review of
prior literature of social media over the marketing context especially in the light of the fact that
only a small number of studies have been reviewed and conducted in this area. Accord‐ ingly, the
aim of this study is to systematically review the current literature of social media in the
marketing context. By reviewing approximately 71 articles, this study provides an overview of
the main themes and trends covered by the relevant literature such as the role of social media on
advertising, the electronic word of mouth, customers’ relationship management, and firms’
brands and performance.

6. Online Customer Experience: A Review ofthe Business-to-Consumer Online Purchase

Context
Customer interactions with an organization’s website create opportunities for positive
experiences that can lead to long-term relationship building. The range of
potentialllinteractions is now quite diverse, including product information search, purchase
transaction and/or service delivery. The domain of customer experience (CE) is well developed
in the face-to-face context, but little attention has been paid to exploring the concept in the online
context. The purpose of this paper is to provide a review of the online consumer literature in
order to inform understanding of the antecedents and consequences of online customer
experience (OCE) in the purchase context. The paper offers four important contributions for both
academics and practitioners. First, it adds to understanding of OCE in the purchase context and,
second, specifically recognize sand discusses the antecedents of OCE by drawing on
existing literature relating to online consumer purchase. Third, it proposes the potential
consequences of OCE and provides a framework for future testing. Finally, the paper
addresses a problem of relevance to both academics and practitioners, and proposes future
research and managerial implications.
7. Social media and luxury: A systematic literature review
Luxury, historically an exclusive, rare and elitist phenomenon, is changing. This is
predominantly driven by technological developments, particularly social media, and the rising
level of consumer empowerment in the marketplace. A maturing stream of research has emerged
assessing the effects of social media platforms on luxury brands, offerings and consumers.
However, there has been no comprehensive analysis of this extant literature synthesizing the
current state
of knowledge and postulating future research directions. This paper addresses this gap by
utilizing a systematic literature review approach. A total of 115 articles were collected and
analysed and five core themes were identified, examining (1) luxury brand strategy, (2) luxury
brand social media communications, (3) luxury consumer attitudes and perceptions, (4)
engagement and (5) social media’s influence on brand performance-related outcomes. These
themes are comprehensively
explored to understand the myriad impacts of social media on luxury businesses before
conceptualizing the themes as a holistic framework explaining social media’s role within luxury.
The framework developed highlights the fragmented yet progressive nature of research on the
confluence of social media and luxury, and signals fruitful avenues for further inquiry. It is
proposed that scholarly attention is directed towards multiple lines of inquiry, including social
media’s role in luxury brand construction online, social media’s role in facilitating ‘moments of
luxury’, younger consumers’ luxury consumption, as well as the integration of both future
innovative technological developments and novel social media platforms within luxury branding.

8. Past, present, and future of customer engagement

Customer engagement (CE) is a marketing concept that emerged after the new
millennium. Despite flourishing interest on CE among marketing academics and professionals,
no review, to date, has provided a comprehensive overview of the past, present, and future trends
of CE. Instead, past reviews on CE are often limited to conceptual (e.g., construct) or contextual
(e.g., hospitality and tourism) insights derived using traditional review methods (e. g.,
descriptive) with a relatively modest review sample (e.g., tens to low hundreds), which provide a
limited understanding of the field in its entirety. To address this gap, this review conducted a
combination of bibliometric and thematic analyses on 861 CE articles published in 377 Scopus-
indexed journals between 2006 and 2020. As a result, this review reveals the major trends in
article, author, country, and journal performance, as well as the past, present, and future thematic
trends of CE research, and thus, provides a one stop, state-of-the-art overview of CE that
marketing scholars can rely on to position and design future CE research.

9. The impact of digital transformation on the retailing value chain

Consumers have traditionally made purchase decisions at the store shelf, giving
institutional
brick-and-mortar retailers great power to learn about and influence behaviors and preferences.
With the rise of e-commerce, mobile shopping, and most recently smart technologies, new
competitors threaten this long-standing supremacy. Adopting a value-creation perspective, we
analyze how digitization started the erosion of institutional retailing as the primary interface to
the customer. We develop a framework that identifies five new sources of value creation and
propose how these advance and transform competition for this interface. Depending on the
importance of the new sources of value creation (in different purchase situations), stationary
retailing may prevail as an important interaction point in a multichannel decision journey.
However, increasing diffusion of branded-product platforms including connected devices and
online retail platforms is shifting this authority to new players. For the parties involved in this
multilayered competition, acknowledging the changes and actively managing their position in the
evolving eco-systems is crucial.

10. Influence of the Determinants of Online Customer Experience on Online Customer

Satisfaction
The role of online retailing is increasing with each passing day for any business and
therefore offering value to the customer which in turn also yield benefit to the retailer and
differentiate it from the competitors is an important task. By getting an idea of how customer
perceive and evaluate the offerings, retailers may be able to influence the customers in that
particular direction. This research paper aims in identifying the major factors or attributes that
affect the customers, evaluating their overall experience while shopping on the digital platform
and also their impact on online customer satisfaction. This study aims to explore the
determinants of online customer experience of Indian shoppers and its effect on the satisfaction
of the customers. For the purpose, 325 e-shoppers were surveyed through online mode using
snow ball sampling technique. To achieve the objective, exploratory factor analysis was used and
multiple regressions were applied. Furthermore, the findings suggest that economic value,
customization, post-purchase experience and customer services are the major factors on which
customers evaluate their overall online experience and satisfaction.
11. Social Media in Marketing: A Review and Analysis of the Existing Literature
People worldwide are largely engaged and attached with the web 2.0 technology and
Social media platforms. By the same token, businesses start looking at such technologies as
effective mechanisms to interact more with their customers. Equally, the related issues of social
media marketing have been also the focus of attention for academics and researchers to expand
the current understanding about such phenomena over the marketing area. Accordingly, the main
aim of this study is to systematically examine and review the current studies that have conducted
over the related area of social media and marketing. By reviewing approximately 144 articles,
the researchers were able to provide an overview of the main themes and trends covered by the
relevant literature such as the role of social media on advertising, the electronic word of mouth,
customers’ relationship management, and firms’ brands and performance. In this review, it has
also studied the most common research approaches adopted to examine the related issues of
social media marketing. Further discussion is also introduced followed by an explanation of the
current review limitations and recommended directions to be examined by future studies.
12. customer relationship management: a review and classification

This research identifies the effective components that influence the evolution of the
concepts of customer relationship management (CRM) research strategies and to present the
academic literature review and classifications of CRM. It provides an overview of CRM research
and identifies the gaps in the previous CRM literature review. To achieve this, our research is
based on the period from 2006 to 2010. Data is collected from 618 research papers on CRM for
the 2006-2010 period as sourced from top online databases. The data are then analysed by
capturing the keywords of articles to determine the different perspectives to the study of CRM.
The components of CRM are then classified. The emerging schema is then used to review the
literature. The results show the current state of the art in that period (2006-2010) for CRM
research, the comprehension of CRM components, their categories and techniques.

13. Exploring Social Customer Relationship Management Adoption in Micro, Small and
Medium-Sized Enterprises.

With the emergence of social media, customer relationship management has undergone
noticeable changes and gained a great deal of attention from researchers and practitioners in
recent years. In this paper, we provide additional insights into how intensively business-to-
customer micro, small and medium-sized enterprises adopt social customer relationship
management. Based on the literature review and insights from interviews with six micro, small
and medium-sized enterprise owners/managers, we developed a conceptual research model that
integrates the antecedents, intensity of social customer relationship management adoption, and
performance outcomes. For the intensity of social customer relationship management adoption,
we applied process-based conceptualization consisting of the customer engagement process and
customer data management process. Then we empirically tested a conceptual research model by
using data collected in a survey of 119 micro, small and medium-sized enterprises in Slovenia.
We found that not all antecedents are equally relevant to both processes of the intensity of social
customer relationship management adoption. Additionally, we found that the intensity of social
customer relationship management adoption has a positive effect on customer relationship
performance. Based on these findings, we provide recommendations for further research and
offer practical implications for micro, small and medium-sized enterprises considering social
customer relationship management adoption.

14. Current Trend and Literature on Electronic CRM Adoption Review

 Electronic Customer Relationship Management (e-CRM) is a collection of processes,
concepts, and tools that allow an organization to maximize their e-business applications. The
purpose of e-CRM is not only to bring about changes in the area of marketing, but also to
improve the company's efficiency in managing customers, then to increase customer service,
safeguard precious customers, and to help provide organizations with analytic capabilities. The
various opportunities provided by e-CRM including interactive and improvised customer
relationships, managing customers' touch points and personalization options, even more than
that, are a powerful way to gain a competitive advantage. Computer technology including
customer profiles, decision support, and data warehouses are all applicable in e-CRM, however,
web and computer related development make various additional technologies applicable to e-
CRM. Such as voice portals (Interactive Voice Response), bots, virtual customer representatives
and web phones (IP Telephony/VoIP). This study provides an analysis and review of e-CRM and
its technologies. The 14 papers are the ones that satisfied the inclusion criteria used to select
systems for the study. The summary of findings shows that the latest e-CRM technology has its
advantages in helping customer service and the benefits of e-CRM from various aspects such as
current challenges, developments, comparison between CRM and e-CRM, benefits, impacts,
customer relationship, customer satisfaction and the importance of e-CRM. The result of this
survey will give future direction to potential.

15. Investigating trust in E- commerce : A literature review and a model for its formation in
customer relationships.
As a key issue for the successful proliferation of e-commerce, trust is fast becoming the
focus of many IS research initiatives. This paper presents a review and categorization of the trust
literature in e-commerce aiming to provide the state of the art as far as research is concerned.
Five categories of trust in e-commerce are identified and analyzed into three major dimensions,
namely determinants, approaches and consequences. Our analysis indicates a lack of research
regarding processes for the development of trust and relationship building. The paper seeks to fill
this gap by proposing a theoretical model for the formation of trust in customer-business
relationships.

16. Exploring Key Factors for Customer Satisfaction in Online Shopping: A Systematic
Literature Review
In the context of online shopping, customer satisfaction is considered as a important
matter to be focused by marketers and organizations. Consequently, identification of what really
affects customer satisfaction in online context is useful from many aspects. Previous researchers
have attempted to address this important concept mostly through their empirical studies, utilizing
limited number of factors. A closer examination reveals that those studies have utilized different
sets of factors and been performed in different contexts. Overall, prior studies remain broad and
appear relatively fragmented. At present, there is a lack of research which have used a systematic
literature review process to examine the factors affecting online customer satisfaction. Therefore,
the purpose of this research is to perform a comprehensive study on literature related to online
customer satisfaction and analyze the factors identified by previous scholars under different
criteria. Accordingly, the researchers gathered all possible studies related to online customer
satisfaction between the period 2000 and January 2019. The study identified forty-one previous
studies done by different researchers which revealed fifty-one different factors affecting online
customer satisfaction.
17. Online Marketing Strategies for Increasing Sales Revenues of Small Retail Businesses

Small retail business leaders use online marketing to connect with consumers and the
community. The purpose of this qualitative multiple case study was to explore the strategies
some small retail business leaders use to implement online marketing to increase sales. Data
were collected from 4 small retail business owners who successfully used strategies to
implement online marketing in California. The conceptual framework for this study was
Rogers’s diffusion of innovation theory. Data collection techniques and sources were
semistructured, face-to-face interviews, and review of public business documents, company
websites, social media websites, and analytical tools. A thematic analysis of the data yielded 4
themes: social media platforms and strategies, online marketing strategies and challenges, online
content strategies, and follow-up strategies. Business leaders of small retail organizations who
want to increase revenue, remain competitive, overcome challenges associated with online
marketing, and increase communication by implementing new technology might elect to align
with the strategies identified in this study. The implications for positive social change include the
opportunity for small retail business leaders to increase revenue while providing more job
opportunities to benefit employees, employees’ families, and the community.

18. Customer relationship management : a qualitative cross – case analysis in the uk and Saudi
Arabia

The current study focuses on customer relationship management initiatives in different

organizations and in different countries. A proposed CRM model was adopted and used to
evaluate the CRM initiatives of the chosen organizations in both Saudi Arabia and the UK. The
scope of this research was affected by the differing levels of cooperation received from the
organizations which participated in the case studies, thereby resulting in differing sizes of the
said case studies. The adopted CRM conceptual model was used to evaluate the level of CRM
maturity in the organizations studied. This model is believed to be a significant contribution to
the theory and field of CRM. This model could be used by organizations to evaluate their CRM
initiatives and assess their CRM readiness and status. The proposed CRM model specifies the
basic parameters of the CRM sequential stages and their essential supporting conditions. Another
important contribution of the study is that it identifies and highlights the potential effects of the
cultural disparities existing between Saudi Arabia and the UK on CRM initiatives yet to be
undertaken in both countries. In depth open-ended questions were used to collect the data. The
analysis of the data gathered went through two main stages. The first stage was to transcribe the
data collected from all the organizations chosen and produce detailed write-ups for each case. In
every case the write-ups were similarly structured to help the researcher in the second stage, the
cross-case analysis. The cross-case analysis was based on the researcher’s proposed conceptual
CRM model.

19. A review of literature on social media marketing strategies

The new “internet sensation” social media marketing has considerably influenced the
world of marketing. Introduction of various new tools and the tremendous increase of the
internet user base in the last decade along with easier internet access gave the big push. It has
brought information on the fingertips of people ranging from news to promotional videos. This
has made the world to be smaller beyond landscapes with swift contact and updates via web and
mobile. These unique features of the marketing tool have gained the attention of various
academicians and researchers. Accordingly, the main aim of this article is to systematically
examine and review current studies that have been conducted over the related area of social
media and marketing. The article tries to study different social media marketing strategies by
reviewing various books, journals, studies, published papers, etc. The review of literature has
been collected from both national and international secondary resources.

20. Use of social media by b2b companies: systematic literature review and suggestions for
future research
Social media plays an important role in the digital transformation of businesses. This
research provides a comprehensive analysis of the use of social media by b2b companies. The
current study focuses on a number of aspects of social media such as: the effect of social media;
social media tools; social media use; adoption of social media use and its barriers; social media
strategies; and measuring the effectiveness of the use of social media. This research provides a
valuable synthesis of the relevant literature on social media in the b2b context by analysing and
discussing the key findings from existing research on social media. The findings of this study can
be used as an informative framework on social media for both academics and practitioners.

21. Online Review Systems: How emotional language drives sales

How does emotional expression in online reviews affect sales? To answer this question, a
model is constructed based on theories of sentiment. This model is tested experimentally.
Controlling for online review valence online review emotionality affects product sales. The
impact is moderated by product type, but not by product price. Specifically, online review
language that expresses intense positive or negative emotions increases sales for hedonic
products, but it doesn’t affect sales for utilitarian products. This result has implications for the
design of online review display algorithms.
22. The Impact Of Social Media Marketing On Sales Performance Of Small Online Business
This research discusses the factors impacting the use of social media marketing on sales
of the online small businesses in Malacca. The primary data was collected by using explanatory
survey. The sample consists of 150 respondents who are online small business owners and who
had experiences or non-experiences by implementing the social media marketing on their
business in Malacca. The requirement analysis test used are pilot test, Reliability Analysis,
Validity Analysis, Descriptive Statistic Analysis, Pearson’s Correlation Analysis, Multiple
Regression Analysis and Hypothesis Test Analysis. The data analysis technique is used
Statistical Package for Social Sciences (SPSS) Version 25.0 software. There are four
independent variables such as customers’ feedbacks, communication, content sharing and
customers’ relationships will be measured to examine their influence on sales performance of the
online small businesses. The research results show that customers’ feedbacks has no direct
influence on sales performance, communication has directly influence on sales performance,
content sharing has no direct influence on sales performance and customers’ relationships has
directly influence on sales performance of online small businesses in Malacca. In overall, the
customers’ relationships has been proved to be the most significant factor that impacting the use
of social media marketing on sales of the online small businesses because fostering relationships
helps the online small businesses to build a positive rapport with customers within the
community. The good customers’ relationships will make customers to have a good impression
for the business owners and willing to repurchase the products. The achievement of this results
could be a reference which offered the knowledge of sales performance on online small
businesses for academic purpose, business study or other fields.

23. e-Supply Chain Management: review, implications and directions for future research
Purpose – This paper analyses the interaction of two topics: Supply Chain Management
(SCM) and the Internet. Merging these two fields is a key area of concern for contemporary
managers and researchers. They have realised that the Internet can enhance SCM by making real
time information available and enabling collaboration between trading partners.
Design/methodology/approach – A literature review in prestigious academic journals in
Operations Management and Logistics has been conducted for the period 1995-2005. The
objective is to collect, organise and synthesise existing knowledge relating to SCM and the
Internet. Findings – Our study has described the impact that the Internet has on the different
processes that SCM embrace. The literature review undertaken on the topic has shown that e-
SCM has been acknowledged as an outstanding topic in the supply chain literature in the most
prestigious Operations Management and Logistics journals, especially after year 2000. The main
topics have been e-procurement, e-fulfilment and information flows. Originality/value – The
value of this paper is to define e-SCM, to analyse how research in this area has evolved during
the period 1995-2005 and to identify some lines of further research.
24. Transformation from Relationship Marketing to Electronic Customer Relationship
Management: A Literature Study
In the era of digitalization, technology is driving companies to change their platform
process into the digital process for achieving sustainable corporate goals. A company should
make a strategy for the satisfaction and value of customers. To win customers’ heart, a company
needs to know what customers need and want. It starts with building a relationship with the
relationship marketing strategies. They are (1) identifying each customer more closely by
creating two-way communication, (2) managing a mutually beneficial relationship between
customers and companies, (3) shifting to customer relationship management (CRM) and (4)
turning into electronic Customer Relationship Management (e-CRM). This study intends to
describe the process of relationship transformation, from the beginning to the present in terms of
the differences between stages and how it would be essential for an organization to engage the
customers. The method used in this study was qualitative research with descriptive approach.
The data collection technique applied was literature study. The results show that the
transformation from relationship marketing to electronic relationship marketing management is
to aim at loyalty, profitability, sales increase, customer retention and customer engagement.
Digitalization has pushed companies to change their platforms to become digital, so customers
would have a 24-hour relationship with the companies via online service.
25. Factors Influencing Customer Loyalty Toward Online Shopping
The significant growth of online shopping makes the competition in this industry become
more intense. Maintaining customer loyalty has been recognized as one of the essential factor for
business survival and growth. The purpose of this study is to examine empirically the influence
of satisfaction, trust and commitment on customer loyalty in online shopping. This paper
describes a theoretical model for investigating the influence of satisfaction, trust and
commitment on customer loyalty toward online shopping. Based on the theoretical model,
hypotheses were formulated. The primary data were collected from the respondents which
consists of 300 students. Multiple regression and qualitative analysis were used to test the study
hypotheses. The empirical study results revealed that satisfaction, trust and commitment have
significant impact on student loyalty toward online shopping.
 DATA ANALYSIS AND INTERPRETATION
1. Do you Shop at Shivani Electronics?
Frequency Percentage
Yes 96 96%
No 4 4%
Total 100 100%

Do you shop at Shivani Electronics ?

4%
yes
no

96%

INTERPRETATION:
From the above chart it can be said 96 % customer are aware of Shivani Electronics.
 2. How often do you purchase a new item of Electronics?
Frequency Percentage
1-2 times per year 38 38%
2-3 times per year 50 50%
3-4 times per year 12 12%
Total 100 100%

How often do you purchase a new

item of Electronics?

12% 1-2 times per year

2-3 times per year
38% 3-4 times per year

50%

INTERPRETATION:
From the above chart it can be said that 38% customers are 1-2 time per year purchase the
new item of Electronics, 50% customers are purchase the 2-3 time per year, 12% customers
are purchase the 3-4 time per year.
 3. What would be the period of the year you spend the most on Purchasing Electronic?
Frequency Percentage
Sale 51 27%
Festival 77 40%
Occasionally 39 20%
Public Holiday 18 9%
Any Time 7 4%
Total 192 100%

What would be the period of the

year you spend the most on Purchas-
ing Electronic?
Sales
Festival
Occasionally
9% 4% Public holiday
27%
Anytime
20%

40%

INTERPRETATION:
From the above chart it can be said that 27% customers are sales time period purchase the most
on Electronic Item, 40% customers are purchase the cloth in festival, 20% customers are
purchase the electronic item in occasionally, 9% customers are purchase the electronic item in
public holiday and 4% customers are purchase the electronic item in any time.
 4. What is your main reason when purchasing Electronic?
Frequency Percentage
Quality 63 25%
Price 66 26%
Comfort 50 20%
Brand 44 17%
Style 19 8%
Colour 11 4%
Total 253 100%

What is your main reason when

purchasing Electronic?

Quality
Price
8% 4% Comfort
25%
Brand
17% Style
Colour

20% 26%

INTERPRETATION:
From the above chart it can be said that 17 % customers are purchase the electronic item for a
brand, 33 % customers are purchase the electronic item for a quality or style , 26 % customers
are purchase the electronic item for a price, 20 % customers are purchase the electronic item for
a comfort and only 4% customers are purchase the electronic item for a colour.
 5. Have you seen advertisement at Shivani Electronic?
Frequency Percentage
Yes 96 96%
No 4 4%
Total 100 100%

Have you seen advertisement at

Shivani Electronic?

Yes
No

49% 51%

INTERPRETATION:
From the above chart it can be said that 51% customers are seen advertisement at Shivani
Electronics and only 49 % customer not seen that advertisement.
 6. Have you face parking problem at Shivani Electronic?
Frequency Percentage
Yes 43 43%
No 57 57%
Total 100 100%

Have you face parking problem at

Shivani Electronic?

Yes
No
43%
57%

INTERPRETATION:
From the above chart it can be said that 43% customers are face parking problem at Shivani
Electronics and only 57% customer not face the parking problem.
 7. What do you feel about Shivani electronics advertisement?
Frequency Percentage
Excellent 41 41%
Attractive 40 40%
Impressive 19 19%
Not Impressive 0 0%
Total 100 100%

What do you feel about Shivani

electronics advertisement?

Excellent
19% Attractive
Impressive
41% Not impressive

40%

INTERPRETATION:
From the above chart it can be said that 41% customers are feel the advertisement is Excellent,
40% customers are feel the advertisement is attractive, 19% customers are feel the advertisement
is impressive and only 0% customer not impressive the advertisement.
 8. Do you think Shivani Electronic need digital presence?
Frequency Percentage
Yes 90 90%
No 10 10%
Total 100 100%

Do you think Shivani Electronic need

digital presence?

10% Yes
No

90%

INTERPRETATION:
From the above chart it can be said that 90% customers are think a digital presence at Shivani
electronics and only 0% customer not think a digital presence.
 9. What is your expectation of online advertisement? (SA = Strongly agree, A = Agree, N =
Neither agree nor disagree, D = Disagree, SD = Strongly disagree)
Accessibility Solving
Online Of Personal Influence Sales & Customers
  Presence Information Interaction Generate Lead Problem
Strongly Agree 48 14 25 18 28
Agree 40 65 50 58 51
Neutral 12 20 22 20 18
Disagree 0 0 3 4 2
Strongly
Disagree 0 1 0 0 1
Total 100 100 100 100 100

data for latest easy comparison

reach target Electronic b/w Electronic error free easy way to
  customer trends pricing platform convey message
strongly
agree 20 24 24 18 23
Agree 52 52 52 59 54
Neutral 25 23 23 22 20
Disagree 3 0 1 1 3
strongly
disagree 0 1 0 0 0
Total 100 100 100 100 100

Build An
Audience Wide Way
Respond To That Will Fuel Their To Share
Customer 24/7 Hour Stay Marketing Picture &
  Query Service Connected Efforts Videos
Strongly Agree 35 29 23 25 20
Agree 46 50 54 52 60
Neutral 19 21 23 22 20
Disagree 0 0 0 1 0
Strongly Disagree 0 0 0 0 0p-
Total 100 100 100 100 100
 What is your expectation of online advertise-
ment.
70 (SA = Strongly agree, A = Agree, N = Neither agree
nor disagree, D = Disagree, SD = Strongly disagree)
60

50

40

30

20

10

0
Q1 Q2 Q3AgreeQ4
Strongly Q5
Agree Q6
NeitherQ7Agree Q8 Q9
nor Disagree Q10Disagree
Q11 Q12 Q13
Strongly Q14
Disagree Q15
Demographic Profile
1. Gender
Frequency Percentage
Male 67 67%
Female 33 33%
Total 100 100%

Gender

Yes
33% No

67%
 2. Occupation
Frequency Percentage
Student 14 14%
Business 36 36%
Employee 32 32%
Others 18 18%
Total 100 100%

Occupation

18% 14% Student

Employee
Business
Others
32%
36%

3. Income Per Annum

 Frequency Percentage
Less than 200000 10 10%
200000-500000 40 40%
500000-900000 47 47%
Above 900000 3 3%
Total 100 100%

Income Per Annum

3% 10%
Less than 200000
200000-500000
500000-900000
Above 900000
47%
40%
 FINDINGS
General Findings:
 From the above analysis there are 67% buyer who are male and 33% buyer who are
female, so male buyer are more interesting to buying Electronics item .
 As per the above analysis there are 14% customer are students, 32% customer are private
employees, 36% customer are business man/women and 18% customer are others.
 As per the above analysis there are 10% customer having income less than 200,000,
40% customer having income between 200,000-500,000, 47% customer having income
between 500,000-900,000 and 3% customer having income above 900,000.

To know the expectation of customer toward online presence of Shivani

Electronics:
 88% customer are thinking Shivani Electronics need digital presence.
 65% customer agree for the digital platform provide easy accessibility of information and
nobody can disagree for that.
 79% are thing about that online platform helps for the solving their problems and only
3% customer are disagree for that.
 There are 24 % customer are strongly agree and 52% agree for that online platforms are
provide data for latest Electronic trends.
 There are 18% customer are strongly agree and 1% customer are disagree for the online
platform helpful for the easy comparison of clothing pricing.
 41% customer are agree that online data are error free and 1% are disagree.
 23% customer are neutral for digital platform are helpful for connected with shop and
54% agree and 0% are disagree for that.
 20% customer are strongly agree and 1% are strongly disagree for that, the digital
platform is wide way to share pictures and videos.

To acquired new customers and improve customer relationship:

 Digital platform create more personal interaction with customer for that 75% customer
are strongly agree and agree that it is helpful to them to interact with shop.
 Digital platform helps to business for generate new leads and influence sales.
 Online platform good way to improve customer relationship through give them 24/7
online services.
 Digital platform is quick way to reached target customer.
 Digital platform is easy way to convey message to the customer.
 SUGGESTIONS

1. We suggested Shivani Electronics to create online platform like Instagram,

Facebook and Whatsapp.

2. We suggest them to create website for online selling.

3. We suggest them to connect their Business on Flipkart and Amazon E-commerce

Platform.

4. The Shop is in the main market and the roads are also narrow, so customer has to
face vehicle Parking Problem, so we suggest them to arrange parking area near
the shop.

5. The other problem is that customers are facing the limited area to see the all
products. We have suggested them to increase space in their Shop.
 IMPLEMENTATION PHASE

Problem:
“Examining need of online customer relationship at Shivani Electronics”
We suggested Shivani Electronics to create online platform like Instagram as a, face-book for
that we create Instagram as a platform for local national as well as international customers.
Benefits of Instagram for Business:
1. From customer view main advantage is customer can analyze current Electronics
trend in market and they can check availability of new Electronic item in shop
from Nanak Readymade Instagram Account.
2. Shivani Electronics can provide their followers with contact information on their
profile, like email, phone number or website address.
3. With Instagram Posts Shivani Electronics can reach bigger audience.
4. Shivani Electronics have access to Instagram Insights, which means information
about reach, impressions, followers etc. So they can actually start analyzing your
Instagram performance.
We suggest them to create website for online selling for that we have given the cost sheet for
how much cost occurred and what is the procedure of website and they are agree for this and
implement in next 4 to 5 months.

Benefits of Creating Website for doing Business Online:

1. Reducing order processing costs - customer orders can automatically come straight into
your orders database from the website.
2. Reaching a global audience, thereby increasing sales opportunities.
3. Competing with larger businesses by being able to open 24 hours a day, seven days a
week.
4. Being able to receive payment more quickly from online transactions.
5. Improving offerings using the data gathered by tracking customer purchases.
The Shop is in the main market and the roads are also narrow, so customer has to faced vehicle
Parking Problem, so we suggest them to arrange parking area near the shop.

Benefits of Arranging Parking space:

1. It Provide easy way to park the vehicle for customers as well as their staff.
2. Shop mainly located in main market and Market Street is narrow so Parking can
help to reduce traffic problems.

CONCLUSION

A Project report containing research on containing “EXAMINING NEED OF ONLINE

PLATFORM TO IMPROVE CUSTOMER RELATIONSHIP AT SHIVANI ELECTRONICS”
At SHIVANI ELECTRONICS, UNAI. Main Objective of this study is to know the Expectation
of customer towards online Presence of Shivani Electronics and acquired new customers and
improve customer relationship. The data are collected through communication with manager and
feedback of customer’s. The Scope of the study is the study gives the information about the
various approaches and strategies used by Shivani Electronics to Improved Relationship with
customer. The study was undertaken in the Unai city only. The study was limited to 100 people
of Unai city. We suggested Shivani Electronics to create online platform like Instagram as a,
Facebook and create website for online selling for that we create Instagram as a platform for
local national Customer. we have given the cost sheet for how much cost occurred and what is
the procedure of website and they are agree for this and implement in next 4 to 5 months. Second
suggestion is to connect their Business on Flipkart and Amazon E-commerce Platform. Based on
Observation, The other problem is that customers are facing the limited area to see the all
products. We have suggested them to increase space in their Shop. The Shop is in the main
market and the roads are also narrow, so customer has to face vehicle Parking Problem, so we
suggest them to arrange parking area near the shop.

REFERENCES

https://www.nextwhatbusiness.com/flipkart-seller-registration-guide/

http://bloggingexpress.com/how-to-sell-your-product-on-flipkart/

https://www.wikihow.com/Sell-on-Amazon

https://www.channelreply.com/blog/view/benefits-of-selling-on-amazon
 Customer feedback
We are student of S.Y.MBA Naranlala school of industrial management and computer
science, Navsari. we are going to do survey on “ Examining need of online platform to
improve Customer Relationship at Shivani Electronics” as per curriculum of MBA we are
require to prepare survey project report during S.Y.MBA semester. No personal information
shall be disclosed anywhere in any form.
1. Do you shop at Shivani Electronic?

Yes No
1. How often do you purchase a new item of Electronics?
1-5 time per year 5-10 time per year
2-3 time per year Once in month
2. What would be the period of the year you spend the most on Purchasing Electronic?
Sale Festival Occasionally
 Public holyday Any time
3. What is your main reason when purchasing Electronic? (select any one)
Quality Price Comfort
Brand Style Color
Material
4. Have you seen advertisement at Shivani Electronic?
Yes No
5. Have you face parking problem at Shivani Electronic?
Yes No
6. What do you feel about Shivani electronics advertisement?
Excellent Attractive Impressive Not impressive
7. Do you think shivani Electronic need digital presence?
Yes No
8. What is your expectation of online advertisement.
(SA = Strongly agree, A = Agree, N = Neither agree nor disagree, D = Disagree, SD =
Strongly disagree)
Statements SA A N D SD
1. Shivani Electronic should have online presence.
(website/FB page/ Instagram page)
2. Digital platform provide easy accessibility of information
3. The digital platform creates a more personal interaction
with customer.
4. Digital platform helps to find best way to influence sales &
generate leads.
5. Online platform helps in solving customer complaints.
6. Online platform is quicker way to reach targeted customer.
7. Online platform provides data for latest Electronic fashion
trends.
8. Online platform allows easy comparison between electronic
pricing.
9. The data on online platform are error-free.
10. Digital platform is easy way to convey message to
customer.
11. Online platform is convenient way to give respond to
customers query.
12. Customers get 24/7 hours service from digital platform.
13. Digital platform build an audience that will stay connected
with shop.
14. Shivani Electronic should consistently use digital platforms
to fuel their marketing efforts.
15. Digital platforms can be used in wide way to share pictures
and videos from business.
Demographic profile:
Gender : Male Female
Occupation : Student Private Employee
Business House wife
Income(per month) : Less than 10,000 10,000-20,000
20,000-30,000 Above 30,000

THANK YOU