A Project Presentation On

A Study On Customer Satisfaction Towards Urbanic

Online Shopping

Presented By- Submitted To-

Shivani Kumawat - 202000620010561 Faculty of Management
Sanket Shilu- 202000620010672 Dr. Juhi Shah
Date- 25-04-2022 (Associate Prof.)
 Flow of Presentation

Research Company
Findings
Methodology Introduction

01 02 03 04 05 06
Recommendations
Industry Profile Data Analysis &
Conclusion
Research Methodology
 Literature Review
Author Findings

Dodrajka (2021) Delay and lack of consistency in the quality of products delivered by online
Indian websites, which has increased uncertainty in the minds of customers.
Sharma (2020) Respondents prefer online shopping due to various reasons like discounts, a
wide range of product availability, easy access, and user-friendly websites,
safe and secure payment process, easy return and replacing items and
consumers can avoid the hassle of shopping online

Rungsrisawata (2019) Time saving, home delivery services, easiness to order are some main factors
that attract consumers. However, privacy and lack of ability to see the product
physically are the resistance factors.
Lim (2019) Female users perceive online shopping to be more enjoyable than males.
 Objectives
• To study the buying pattern
of consumers from Urbanic
App
• To study the factors that
affects consumers to buy
from Urbanic App.
Scope
• This study is focuses on the Urbanic
online shopping of the customer in
Ahmedabad city and it is helpful to
identify the offers, discount, replacement
and trust of customers towards Urbanic
App.
 Research Data collection Statistical tool
Design sources

• Descriptive • Primary data (Structured • SPSS Software

Research questionnaire)

• Secondary data (Research

papers, Websites)
• All the people who Sample • A single respondent
purchase from Population
Unit who buys from
Urbanic app in Urbanic App
Ahmedabad city

• The total sample Sample Sampling • Non-probability

size of project is Size Method convenience
sampling method
176
Industry profile
E-commerce Industry

• Present scenario of E-commerce

• E- commerce contribute to GDP
• Market share of E-commerce
• E-commerce companies
PESTEL Analysis
Political Factors Economic Factors

• Tax policies • Disposable income of

• Stability of government
• Entry mode regulations
• Social policies (e.g. social
welfare etc.)
• Trade regulations (e.g. the
FTP etc.)
buyers
• Credit accessibility
• Unemployment rates
• Interest rates
• Inflation
 Social factors
• Population demographics: (e.g.
aging population)
• Distribution of Wealth
• Changes in lifestyles and trends
• Educational levels
Environmental Factors
• Waste disposal laws
• Environmental protection laws
• Energy consumption regulation
• Popular attitude towards the environment
Technological factors
• New discoveries and innovations
• Rate of technological advances and
innovations
• Rate of technological obsolescence
• New technological
Legal Factors
• Employment regulations
• Competitive regulations
• Health and safety regulations
• Product regulations
• Antitrust laws
• Patent infringements
Company Introduction

• Founded in 2018

• Products

• Urbanic partners with Flipkart (Sept 2020)

• Urbanic Partners with Myntra (Sept 2021)

• Urbanic chose WhatsApp as a channel to

communicate
 SWOT Analysis
Strength
• Good quality and descriptive pictures.
• Easy access to features.
• Useful features are flaunted properly.
• Basic filter shown on the product itself.
Opportunities
• Can improve the layout and colour palate.
• Can improve the filters feature to guide the
user properly.
• Can add a quick option, so the user is not
irritated opening every product.
Weakness
• Very few or no options in the filter.
• Product are not properly categorized.
• Very clustered layout.
• No quick view option
Threats
• Changing customers’ needs.
• Competitors imitating.
• Losing authenticity because of
having no specific bigger
authorities
 Data Analysis

Graph No-1 Gender of the respondents Graph No-2 Age group of respondents
13.6% 0.6%
21%

36.4%
15-25
Male 25-35
Female 35-45
45 and above

80% 49.4%
 Graph No-3
1%
Education of respondents Graph No-4 Occupation of respondents
1% 7%
35
SSC 30
HSC 30.7 30.1
25
Bachelor's degree
47% 20 21.6
Master's degree
15
Doctorate degree
44% 10 11.4
5 6.3
0
Student Employment Profession Business Homemaker

Graph No-5 Monthly Income of Graph No-6 Have respondents ever used
respondents Urbanic app
38.6 40.3
40
24% Yes
30
18.8 No
20

10
2.3
0 76%
Up to Rs.20000 Rs.20000 to Rs.40000 to More than
40000 60000 Rs.60000
 Graph No-7 Reasons that respondents are Graph No-8 Frequently purchase by
not using Urbanic app respondents from Urbanic app
25
Not aware of the Urbanic 18%
30
app Once in 2-3 Months
9 Monthly
Delay in delivery 16 Once a week
10% 47% When I am free
3

No payment assurance 5

20

Products are costly 5 25%

0 5 10 15 20 25 30 35
 Graph No-9 Mostly purchase products Graph No- 10 Preferred payment option
from Urbanic by respondents by respondents

14%
104 107
24% Cash On Delivery
5% Net-banking
Debit/Credit card
Paytm Wallet
57 UPI
14%
41
33
26
20

Dresses Tops Sweaters Bottoms Sports Outwear All type of 43%

clothing categories
 Graph No-11 Number of products pur- Graph No-12 Money spend on shopping
chase during past six months by re- from Urbanic at a time (in %)
spondents (in %)
50 53
40
40
30
29 25
20
18
10 16 15
0 4
1 item 2 to 4 items 5 to 8 items Above 8 items Up to Rs.1000 Rs.1000 to 2000 Rs.2000 to 3000 More than 3000

Graph No-13 Reasons for shopping from Urbanic

2.88
2.23 2.06 2.23 1.99
 Graph No-14 Factors affect while shopping from Urbanic
Simple purchase procedures 1.84

Easy navigation and search 2.38

Speed of delivery 2.23

Cost of delivery 2.49

Terms and conditions of websites 2.62

Large selection of products 2.27

Detailed and true product information 2.27

Customer service 2.49

Security certificated 3.12

Company profile and brand identity 2.44

0 0.5 1 1.5 2 2.5 3 3.5
 Graph No-15 Difficulties respondents face while shop from
Urbanic app
Have to spend extra money (charges, postages
28
etc.) if we want to return the product
Sometimes transactions fail and money is
29
deducted from our account
If electricity fails, whole procedure of shopping is
47
to be done again

Complaints are not even listened sometimes 44

Complaint procedures are lengthy 41

Complaints are not resolved immediately 62

0 10 20 30 40 50 60 70
 Findings
 More females are given respondents to the questionnaire as compare to male with 20.5%.
 The majority of the respondents are coming from the age range of 25-35 years.
 Most of the respondents have Bachelor’s degree.
 Most of the respondents are students with 30.70%.
 Majority of the data collected from the customer income range is up to 20000.
 The majority of respondent’s response that they are using the Urbanic app.
 The main reason for the people who don’t use the Urbanic app because not much people are aware of the Urbanic
app.
 Most of the respondents spend on online shopping once a 2-3 month.
 Tops and dresses are mostly purchased from the Urbanic app.
 Refine out that most of the customers prefer net banking while purchase from
Urbanic.
 40% respondents bought 2-4 items during past six months.
 53% respondents spend Rs1000 to 2000 at a time while shopping from Urbanic app.
 Increase Product knowledge is the main reason that respondents purchase from the
Urbanic app.
 Simple purchase procedures are the factor that affects to customer while purchasing
from the Urbanic App.
 Most of the respondent’s difficulty is that complaints are not resolved immediately
while they purchase from the Urbanic app.
 Overall the respondents are satisfied from Urbanic app.
 Recommendations
 No payment assurance is the reason that respondents don’t use Urbanic app. So assurance in payment
can increase the customer for the app.

 Urbanic App can give coupons or discount, so that costumer purchase frequently from the app.

 Urbanic app have to give more knowledge of the product, by doing this customer will get more
knowledge of the product.

 In this busy world everyone wants simple purchase procedures. Urbanic app can add Simple purchase
procedures and easy navigation.

 The main difficulties for the customer while purchasing from online is the complaints are not resolved.
Resolve the complaints immediately can attract more consumers for the Urbanic app.
 Conclusion
 In the past, consumers had sufficient time to visit shopping centers, searching for various
products.
They prefer to bargain and purchase after physical examination.

 Today there is radical change in the entire scenario. Everything in today’s world is Internet
oriented like Electronic Data Interchange, E-Mail, E-Business and E-Commerce. E-Commerce is
exchange of information using network-based technologies.

 E-commerce successfully contains the entire online process of developing, marketing,

selling, delivering, servicing and paying for products and services. Online shopping is a vast growing
technology.