consumer behaviour in online shopping prashant priyadarshi (2)

A Summer Training ReportOnA STUDY ON CONSUMER BEHAVIOUR TOWARDES E-COMMERCE AT BHOPAL WITH REFERNCE TO e-RAMUKAKA.COM

At

e-RAMUKAKA (BHOPAL)

Submitted by:-

AMIT KUMAR VERMA

PGDM F.T Course semester III

Batch 2012-2014

VNS BUSINESS SCHOOL

(BHOPAL)

Year 2013DECLARATION

I hereby declare that my summer training report entitled A STUDY ON CONSUMER BEHAVIOUR TOWARDES E-COMMERCE AT BHOPAL WITH REFERNCE TO e-RAMUKAKA.COM is a an authentic work done by me as apart of my study at e-RAMUKAKA.COM. The project was undertaken as a part of course curriculum of PGDM III sem full time programme a VNSBS Bhopal . This has not been submitted to any other examination body earlier. AMIT KUMAR VERMA

PGDM 3rd SEMESTERVNS BUSINESS SCHOOL BHOPAL

ACKNOWLEDGMENTI would like to express my gratitude to all those who made completion of my dissertation possible. I would like to express my deep gratitude to Dr. Sulakshna Tiwari, Director VNS Business School for providing me the opportunity to work with one of the most prestigious organization of Bhopal. I also would like to thank my mentor Prof. Arun Mishra for providing his regular and timely support and guidance during my research.I express my sincere regards to Mr. SUDEEP ASTHANA Director E-Ramukaka.com and other executive who provide me full support and encouragement to complete this work. I am deeply Indebted to my guide Mr. Amber Bharadwaj whose help, suggestions and encouragement helped me in at all time in research and for writing of this thesis.So many other who have been associated with this work directed or indirectly, all have my Sincere thanks.

Last but not least, I would also like to express my thanks to my family member who inspired me to put in my best effort for the research project. AMIT KUMAR VERMA Chapter Index Page no.

Declarationi

Certificationii

Acknowledgementiii

1 Introduction to Topic6-9

Objectives10

Research Methodology11-12

Limitations13

Scope14

2Organization/Company Profie15-19

3Data analysis and Interpretation20-36

4Observations and findings37

5Conclusion and Recommendations38-39

6Bibliography

40

7Annexure 41-42

CHAPTER 1 INTRODUCTIONINTRODUCTIONIntroduction to topic

Internet is changing the way consumers shop and buy goods and services, and has rapidly evolved into a global phenomenon. Many companies have started using the Internet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to stay ahead in highly competitive markets. Companies also use the Internet to convey communicates and disseminate information, to sell the product, to take feedback and also to conduct satisfaction surveys with customers. Customers use the Internet not only to buy the product online, but also to compare prices, product features and after sale service facilities the will receive if they purchase the product from a particular store. Many experts are optimistic about the prospect of online business.

In addition to the tremendous potential of the E-commerce market, the Internet provides a unique opportunity for companies to more efficiently reach existing and potential customers. Although most of the revenue of online transactions comes from business -to- business commerce, the practitioners of business-to-consumer commerce should not lose confidence .It has been more than a decade since business-to-consumer E-commerce first evolved. Scholars and practitioners of electronic commerce constantly strive to gain an improved insight into consumer behavior in cyberspace. Along with the development of E-retailing, researchers continue to explain E-consumers behavior from different perspectives. Many of their studies have posited new emergent factors or assumptions which are based on the traditional models of consumer behavior, and then examine their validity in the Internet context.Theoretical FoundationThe Internet has developed into a new distribution channel and online transactions are rapidly increasing. This has created a need to under how the consumers perceive online purchasing.

Price, Trust and Convenience were identified as important factors. Price was considered as to be a most important factor for a majority of the students. The internet has created a paradigm shift of the traditional way people shop. A consumer is no longer bound to opening a times or specific location. So he can become active at virtually any time any place and purchase the products or services. The internet is relatively a new medium for communication and the information exchange that has present in everyday life. The number of internet user is constantly increasing which is also signifies that online purchasing is increasing. The rapid increasing is explained by the consumer behavior. The internet is considered a mass medium that provides the consumers with purchase characteristics as no other medium. Certain characteristics are making it more convenient for the consumer compared to the traditional way of shopping, such as the ability to any time view and purchase products visualize the needs with products and discuss products with other consumers. Online shopping is the process of consumer go through the when they decide the shop on the internet.

The internet has developed into a new distribution channel and the evaluation of this channel. E-commerce has now identified. Using the internet to shop online has become one of the primary reasons to use the internet combined with searching for products and finding the information about them. Companies also use the Internet to convey, communicate and disseminate information, to sell the product, to take feedback andalso to conduct satisfaction surveys with customers. Customers use the Internet not only to buy the product online, but also to compare prices, product features and after sale service facilities they will receive if they purchase the product from a particular store. Many experts are optimistic about the prospect of online business. Due to the rapid development of the technologies surrounding the Internet, a company that is interested in selling products from its web site will constantly has to search for an edge in the fierce competition. Since there are so many potential consumers, it is of the out most importance to be able to understand what the consumer wants and needs.

Online Shopping In BhopalIt is a fact that a great online shopping revolution is expected in Bhopal in the coming years. There is a huge purchasing power of a youth population aged 18 -40 in the urban area.

Rising Connectivity

If we observe the growth of Internet Subscribers from the above graph, it is getting doubled year by year. The usage of internet in Bhopal is only 4% of the total population. This is also getting increased day by day as the costs of computers are decreasing and net penetration is increasing. The cost of internet usage is also getting lower, with good competition among the providers. Wi-Fi & Wimax system has also started in India. This will increase the usage as it goes more on wireless internet. Indians are proving every time that they can beat the world when it comes to figures of online shopping. More and more Indians are going to online shopping and the frequency of Indias online buying is crossing the overall global averages.Few Factors That Boost Online Shopping in Bhopal Rapid growth of cybercafs across Bhopal

Access to Information

The increase in number of computer users

Reach to net services through broadband

Middle-class population with spending power is growing. There are about 15L of middle-class population with good spending powers. These people have very little time to spend for shopping. Many of them have started to depend on internet to satisfy their shopping desires Objectives To study the online shopping behavior of customers at Bhopal. To study the factors influencing online shoppers and consumers at Bhopal. To study the customers level of satisfaction with regard to online shopping at Bhopal. To examine whether customers prefer online shopping to physical stores at Bhopal. Research MethodologyData for this study was collected by means of a Survey conducted in the city of Bhopal . The sample size was 95.The Questionnaire (shown in Annexure) was used mainly to test the attitude towards online shopping. The type of research was both exploratory as well as Descriptive. I have tried to identify various factors that motivate or de- motivate the consumer of Bhopal. Data Collection:-When collecting data to approach the purpose of a research there are two ways in which the data can be collected. In order to acquire a general knowledge about the topic, secondary data is primarily used and is one of the ways by which data can be collected. The second way to collect data is the primary data collection. Usually when a study is conducted, secondary data is not sufficient enough and needs to be completed with primary data which is collected by the research . me using a well planned Questionnaire the data is collected on the basis of 17 Question in the question and responses of 75 respondents was recorded form Bhopal. Descriptive Research MethodWe will conduct our research in order to collect primary data and reach the objective of the Dissertation. We will also bed is cussing which different types of Methodologies that were used. Since our research is of descriptive character our primary intention was to collect secondary data and analyze it. By doing so we found the factors Price, Trust and Convenience. We then collected primary data through a survey. The main purpose of the survey was to collect data bout Online Consumer Behavior and the significance of the established factor s Price, Trust, and Convenience In order to be able to find and establish On line Consumer Segments.Consumer Traits and Online Behavior had to be identified .The segments were use disorder to furthered entity what impact the factors Price, Trust, and Convenience have on Online Consumer Segments.

Sample DesignThe factors that we intended to exam in can be applied to and investigated at any population that use s the Internet and buys online products Online. Since there are time and resource restraints, a specific Population had to be identified in order to generalize and create relevant segments. We decided that the sample size should contain over 95 respondents and we collected answers from 95 respondents .Convenience sampling method was used for sampling Obtain a n d is continued

Limitations of the Study :- Data was collected 100 Response only which include existing and non existing customer of eRamukaka .

Sometimes respondents did not provide the current information.

The Data was collected of limited area such as Arera colony, M.P Nagar, kolar Road. Could not cover the other areas of Bhopal .This is because apart from data collection, I was also assigned the responsibility to add new customer with eRamukaka. Scope of the study :-At any given time there are millions of people online and each of them is a potential customer for a company providing online sales. Due to the rapid development of the technologies surrounding the Internet, a company that is interested in selling products from its web site will constantly has to search for an edge in the fierce competition. Since there are so many potential consumers, it is of the out most importance to be able to understand what the consumer wants and needs. The importance of analyzing and identifying factors that Influence he consumer when he or she decides to purchase on the Internet is vital. Since the Internet is a new medium for there have been new demands set by the consumer. That is why it is crucial for the online retailers to know what influent the online consumer. Analyzing consumer behavior is not a new phenomenon. The renowned marketing expert Philip Kotler has published several works on the topic of consumer behavior theories. These theories have been used for many years not only to understand the consumer, but also create a marketing strategy that will attract the consumer efficiently Hence, understanding and identifying the consumer is closely related to the directions a company will take with their marketing strategy. These theories can also be applied to identify the online consumer and to create certain consumer segments. However, some distinctions must still be made when considering traditional consumer behavior and online consumer behavior.

Since online retailing is a new retailing medium and online consumer behavior is diverse from traditional consumer behavior, one must identify what influences the online consumer. Analyzing the process that the online consumer goes through when deciding and making a purchase over the Internet, shows some factors that consumers consider these factors need to be identified and taken into account by online retailers in order to satisfy consumer demands and compete in the online market.

CHAPTER-2 Company Profile

About eRamukaka

eRamuKaka, as the name suggest is your virtual smart servant available on line and on call. eRamuKaka delivers almost all household products & service which you need to manage your home, through our exclusive online portal eRamuKaka.com and also available on call at 7879-75-7523.

At eRamuKaka, we deliver all household products right from vegetables, groceries or any other food items to something for your pets, or toiletries like shampoos and deodorant. Also huge ranges on home and kitchen wares are available ateRamuKaka.com. eRamuKaka has two delivery mechanism based on type products, it delivers food & groceries only to its Advantage Card Holders and rest any other product/s can be delivered Pan India, which is available online. At eRamuKaka, we partner with the merchants to provide customer benefits & surprises through our affiliate services and group buying deals. eRamuKaka networks with top rated establishments to bring the best product and/or service deals, in the form of discounted vouchers at www.eramukaka.com. Any deal will not be completed until serviced perfectly, great prices are just the half battle won. eRamuKaka strives to give best in class services to customers great comfort and ease. eRamuKaka will also take purchase requirements on stuff to do, see, eat, and buy on monthly basis and providing the best saving in the marketplace.

Values & believes

We serve community for values and development with our services affordable to individuals and corporate.

We should express our responsiveness towards customers need, and our pride in pleasing them.

We foster ideas and admire internal or external contributions towards the development of organization and community.

We lend a hand to everyone, right from end-users, corporate and community with our services.

We are open to technology and innovation by adopting new methods and technologies to make our services better and improving customer service.

We believe that every problem has a solution, an innovation, or improvement to be made.

eRamuKaka is a venture of EduRevolution Pvt. Ltd.About EduRevolution Pvt. Ltd. Established in year 2010, EduRevolution Pvt. Ltd. is a professional Education services provider in central India with an initiative to provide right education & information services to shape the careers and provide best out of education investment. EduRevolution Pvt. Ltd. partners with Corporate and Academic Institutions at all levels, for various skill development and consulting programs to transform the face of talent with providing appropriate skills to serve the emerging knowledge-economy. Managed by highly passionate team of alumni base of Symbiosis, MDI Gurgaon, and other industry professionals with work ex from MNCs, who shares the same passion. EduRevolution Group programs provide specific skill set across organizational and domain expertise to make the candidate/s fit perfectly to a specific role. What we do

1. Deliver anything you need to manage your home Whether it will be fresh Fruits, Vegetables, Rice and pulses, Spices and Seasonings to Packaged products, Beverages, Personal care products, Meats we have it all. Delivers to Advantage Card Holders. Also caters on house maintenance service requirements.2. Online Marketplace Leading online marketplace, featuring a wide assemblage of products across categories like Kitchenware, Cookware, Tableware, Lifestyle products, Mobiles, Electronics; and services like Restaurants, Spas & Entertainment

3. Deal Creation & Promotion At www.eramukaka.com, a group buying portal, we feature deals (on multiple products and services)on regular basis that allows customers to enjoy the coolest deals in town. eRamuKaka networks with businesses to offer hottest shopping deals, discounts and offers, and promotes on its eRamuKaka platform. We leverage the group size & make it possible to bring bigger & better deals for our customers.

Benefits to affiliates

eRamuKaka affiliated outlets will start receiving heavy customer footfalls referred by us to get the Surprise Coupon benefits.

Better clientele Most of eRamuKaka customers have high disposable income through which they would like to take additional benefits on their bulk purchases via eRamuKaka.

Brand Building eRamuKaka affiliate listing acts as a brilliant media vehicle for making your market presence felt at no extra cost.

Loyal Base More customers brings more loyal customers. To get Surprise Coupons, customer tends to return each time to same affiliate.

Higher Returns Proportionate increase in sales with regular visits from customers to avail the surprise benefits. Ultimately, business Growth rates accelerate with repeat purchase volumes.

Exclusive Affiliation eRamuKaka affiliate will be the only merchant who is providing the eRamuKaka Surprising Coupons & benefits in their respective area and segment.

How a deal works? eRamuKaka networks with businesses to bring the best deals, in the form of discounted vouchers which customer redeem at merchant to avail the deal and unlimited benefits

Customer service at Next Level At eRamuKaka we possess a strong customer service team which can go to ends of the earth in order to give ease and comfort of service to our esteemed customers.

Ask us to save moreeRamuKaka Advisors help you out to get the best savings on each purchase, as eRamuKaka carries the best deals available around

Save time & money on monthly requirementsPurchase requirements to eRamuKaka advisors and we will deliver your requested product & service at your doorstep.

Excellent delivery network

eRamuKaka Advisors help you out to get the best savings on each purchase, as eRamuKaka carries the best deals available around.

Advisory on future purchaseAs eRamuKaka possess the best deals/offers and tie -ups with premium merchants, we always have better option available with us that helps you plan better and save more.

Customer service as alwaysDedicated eRamuKaka customer service representatives are committed to support and overcome any issues and challenges in few hours, as depend on the severity of the issues.

CHAPTER- 4 DATA ANALYSISQ1. To know the age of the respondents?

Permanent Customer OtherTotal

15-25143246

26-3561420

36-4512214

Above 4513215

INTERPRETATIONThe above diagram shows us the percentage in the age of respondents. As it shows that from age 15-25 the number of respondents are 48% and from age of 26 -35 it is 21 % and from 36-45 it is 15% .Q2 To know the gender of the respondents?

Permanent Customer Other CustomerTotal

Male243761

Female211334

INTERPRETATIONWe use to get more data from males as they were ready to give their experiences, this graph itself is showing more percentage of males rather than females, the percentage of male respondents is 64% and percentage of female respondents is only 36%.

Q3. What is your occupation?


Student92635

Professional121123

Govt.Employee9615

Self employee7714

House Wife8 _8

INTERPRETATIONThis graph help us to know the occupation of the respondents, this is to know that which segment of people are buying more products on the internet whether they are the segment of students professional or student, the above graph shows that the segment of the students i.e. 37% of the students are using internet and use to buy online products. Followed by 24% Professionals Q4. What is your monthly income?


Below10000152641

10000-20000111122

20000-3000010616

30000-400006713

above 400003 _3

INTERPRETATIONThis above graph shows the percentage of monthly income of the different respondents, and it show that less than 10000 income respondents have buy more online products because most of them are students and they use to buy music CDs, gadgets, Appears etc. Q5 .do you access internet connection?


Yes394988

No617

INTERPRETATIONThis graph show us the percentage of respondents who have their own internet connections, its shows that 93% of respondents have their own internet connections and 7% people dont have their internet connection.Q6. Where do you access internet connection?


At Home262955

In the office 191332

At cyber caf 7411

On Mobile 141731

College167

Other1 _1

INTERPRETATIONThis graph show us the percentage of respondents who have their own internet connections, At home 40%, in the office 23%, At cyber caf 8%, On mobile23%, College, 40% .Q7. Do you prefer to go for purchase online through e-commerce sites?


Yes373875

No81220

INTERPRETATIONThis graph show us the percentage of 79% prefer to go for purchase online and 21% not prefer online shopping.Q8. If no, why?


Absence of Personal Touch235

Fear for doing it for the first time123

Unaware about the mode of Payment 4_4

Fear about fraud6713

INTERPRETATIONThis graph show 52% of respondents doo not prefer to by online because of fear about Fraud .

Q9. If you, how frequently do you purchase online?


One in two months279

Once a month 18927

Rarely191938

Never _22

INTERPRETATION

Out of total online buyers it is observed that 50% people purchase online Rarely, 35% go for online purchase once in a month and 12% people like to purchase online once in two months. Q10. What motivates you to buy products online?


Easy payment options141529

No hidden cost15621

No Travel to shop161329

Wide range of products7815

INTERPRETATION31% people like to purchase online because of easy payment option.16% people like to purchase online because of wide range of products available on site.31 % people like due to no travel to shop and 22% people like it due to no hidden cost.Q11. Do you feel that the online marketers are providing competitive prices?


Yes242852

No.358

can't say12618

INTERPRETATIONAccording to Respondents, 67% people feel that online marketers are providing competitive prices, but 10 % people dont agree to it. And about 23% people have no idea about it.

12Q.what products you prefer by buy online?


Educational Products61218

Electronic152136

Grocery17118

Hotels/Restaurant Service71118

Health product4 _4

Life Style 161733

Other3 _3

INTERPRETATIONThe above graphs gives result that most of time people use to buy Electronic products 28% people buy educational Product about 14%, and 25 % Life Style products, people take the services of hotels /restaurants is about 14%, and about 14% buy grocery products 3% health products and other products about 2%.

13Q. Do you feel that online shopping is better than shopping physically?


Yes232447

No5611

Can't say11920

INTERPRETATIONIn this graphs we can see the 60% of the respondents. Feel that online shopping is better then physically Shopping . where as 26% people have not yet tried to buy online that is why they are neutral and only 14% respondents dont agree with the statement.Q14. What of the following stores have you ever visited for shopping online?


e-bay91322

Snapdeal 102333

Amazon 6410

e-Ramukaka2323

Jabong9615

Other8614

INTERPRETATONThis graph shows that 19% people prefer to visit e-bay for shopping, 13% like to buy Appeals from Jabong, where as only 8% people like to buy Books form Amazone. Com. Q15. What factors influence your decision about what site to use for online shopping?


Search engine4812

Special offers on sites181432

online advertising121022

TV advertising 459

Other538

INTERPRETATION42% peoples decision is affected by the special offers & the discounts offered by the sites, where as 9% are affected by TV advertising, 9% by online advertising and 12% by other factors Q16. What payment option you often use for your online purchase?


Credit Card/Debit Card141024

Net Banking5813

Cash on delivery282048

Other---

INTERPRETATIONThis diagram shows that about 28% people uses credit card to pay their payments, mostly 57% people use to pay by cash on delivery and 15% people pay by net banking. Observation and Finding ;- Most of the online buyer are found to be either student are professional.

Most online buyer are belong to meddle income group level and higher income group level.

People prefer to purchase through online store due to lack of time.

It is observed that those by online product are not very regular online buyer.

People prefer to buy online because of easy payment option, no hidden cost, no travel to shop.

People prefer to buy online because they found that online seller are offering comparatively low prices.

Majority of the buyer go for buying electronic and lifestyle product through online stores.

Most preferred e-commerce site for buying online Buying is snapdeal.com followed by eRamukaka.com at Bhopal. Payment option preferred by most of the online buyer is cash on delivery. Over all people at Bhopal feel that online shopping is better than shopping physically as it save time along with money. Conclusion :-Increased Internet penetration, a hassle free shopping environment and high levels of Net savings see more and more Indians shopping online. But at the same time the companies need to reduce the risks related to consumer incompetence by tactics such as making purchase websites easier to navigate, and introducing Internet kiosk, computers and other aids in stores. The goal is not to convert all shoppers to online purchasing, but to show them its an option. In addition to above, efforts need to be taken to educate the on buyers on the steps that need to be undertaken while making an online purchase. Moreover, the feedback of an online buyer should be captured to identify flaws in service delivery. This can be done through online communities and blogs that serve as advertising and marketing tools and a source of feedback for enterprises. I found that it is a challenge for E-marketers to convert low frequency online buyers into regular buyers through successful website design and by addressing concerns about reliable performance. Thus, the online retailing raises more issues than the benefits it currently offers. The quality of products offered online and procedures for service delivery are yet to be standardized. Till the same is done, the buyer is at a higher risk of frauds.

Recommendations :-As we came to know after researching on this topic we recommend that, the online sellers have to make their payment transparent, and as people are coming on their sites and they are buying their products , so retailers have to give more discounts to their customers so that they can visit again and again to their site , and it also helps to make people more aware about the low rick shopping on the net, and one more thing is that there should be transaction of money is very slow they have to make it fast so that customer dont have to face much problem to pay for the product, if customer is going to face some problem he is not going to visit our site and buy product . Following implications should be followed Discount prices A transfer and reliable retailer Fast transactions Focus on customer satisfactionBIBLIOGRAPHYBooks Majumdar Ramanuj, Consumer Behaviour2nd Edition (2011), New PHI Learning Private Limited , New Delhi, PP. 35-105 V.S. Ramaswamy & S. Namakumari, Marketing Management 4th Edition (2009), for Macmillan Publishers India Ltd..New Delhi ,PP, 134-235. Kothari C.R., Research Methodology- Methods and Techniques, 2nd Edition (2011), New Age International Publisher, Delhi, PP. 31-112.Research Paper

1- Chandra S.P. & Sunitha G., E- tailing The mantra of modern Reties Success. Researchers world , Vol.-III, Issue 2(3), P.P. 42-48, April 20122- Sahney S. Shrivastava A.& Bhimalingan R., Consumer Attitude Towards online Retail Shopping in the Indian context , The KFAl University Jouenar of Consumer Behavior, vol. III, No.4, P.P.-35-68,2008 Websites A. http:// www.researchandmarkets.com

B. htt://www.eRamukaka.com

1- Name

2- Address

3- Contact No

4- Age

a. 15-25 b. 26-35 c. 36-45 d. Above 45

Q5) Gender

a. Male b. Female

Q6) What is your occupation ?a. Student b. Professional c. Govt. employee d. Self employee

Q7) What is your monthly income?a. Below 10000 b. 10000 to 20000 c. 20000 to 30000 d. 30000 to 40000 e. above 40000

Q1) Do you access internet?a. Yes b. No

Q2) Where do you access Internet connection?a. At Home b. In the office c. At cyber Caf d. On mobile e. College f. OtherQ3) Do you prefer to go for purchase online through e-commerce site?a. Yes b. No

Q4) If no, Why?a. Absence of Personal Touch b. Fear for doing it for the first time c. Unaware about the mode of payment / order d. Fear about fraud

Q5) If yes , how frequently do you purchase online ?a. One in two month b. once a month c. Rarely d. Never

Q6) What motivates you to buy products online ?

a. Easy payment options b. No hidden cost c. No travel to shop d. wide range of product e. Other

Q7) Do you feel that the online marketers are providing competitive price ?a. Yes b. No. c. Can t say

Q8) What products you prefer by buy online ?a. Education Product b. Electronic c. Grocery d. Hotels /Restaurant services e. Health product f. Life Style

Q9) Do you feel that online shopping is better than shopping physically?a. Yes b. No c. Cant Say

Q10) What of the following stores have you even visited for shopping physically ?a. E- bay b. Snapdeal c. Amazon d. eRamukaka e. Jabong f. other

Q11) What factors influence your decision about which site to use for online shopping ?

a. Search engine b. Special offers on sites

c. online Advertising d. TV advertising e. Other

Q12) What payment option you often use for your online purchase? a. Credit card/Debit care b. Net Banking c. Cash on delivery d. other

6

consumer behaviour in online shopping prashant priyadarshi (2)

Documents

vnsbs bhopal

business com

prospect of online business

director vns business

eramukaka bhopal

topic internet

research project

amit kumar verma pgdm