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Rediff.com Rediff.com Document Transcript

  • A PROJECT REPORT ON THE SERVICE QUALITY OF AN ONLINE SHOPPING NETWORK WITH REFERENCE TO REDIFF.COM 1
  • 1. INTRODUCTION 2
  • 1.INTRODUCTIONUsing the interactive technologies available via the Internet to further create a dialogwith potential customers by connecting with them with good educational contentabout your companys products or service offerings. Internet marketing also referredto as online marketing or E marketing is the marketing of products or services overthe Internet. The Internet has brought many unique benefits to marketing includinglow costs in distributing information and media to a global audience. The interactivenature of Internet marketing, both in terms of instant response and in elicitingresponse, are unique qualities of the medium. Internet marketing ties togethercreative and technical aspects of the internet, including design, development,advertising and sales. Internet marketing methods include search engine marketing,display advertising, e-mail marketing, affiliate marketing, interactive advertising,online reputation management and also Social Media Marketing Methods such asblog marketing, and viral marketing.Internet marketing is the process of growing and promoting an organization usingonline media. Internet marketing does not simply mean building a website orpromoting a website. Somewhere behind that website is a real organization with realgoals. An Internet marketing strategy includes all aspects of online advertising onlineactivity that promotes a company online, including websites, blog sites, article and 3 View slide
  • press releases, online market research, email marketing, and advertising (ppc /banners etc.) 4 View slide
  • 1.1 INDUSTRY PROFILEINTERNET TECHNOLOGY EVOLUTIONDuring the past two decades, the world has witnessed a technologicial evolution thathas provided a totally new medium of communications entirely new to mankind.Through the use of networks, information in all forms has been disseminatedthroughout the world. What is known today as the World Wide Web (WWW) grewout of a project that began with a different intent ARPANET). The ARPANET wasdesigned and developed in 1969 by Bolt, Beranek and Newman under a contract forthe Advanced Research Project Agency (ARPA) of the U.S. Department of Defense.The purpose of the Network was to study how researchers could share data, and howcommunications could be maintained in the event of a nuclear attack (Grimshaw,1997; Raisinghani, 2000). The ARPANET Project was eventually turned over to theNational Science Foundation (NSF) and ultimately became known as “Internet”which the NSF allowed access to businesses, universities, and individuals. In thebeginning, many resources such as electronic mail, news, telnet, FTP, and Gopherwere offered through the Internet to its users (Misic, 1994; Rao & Minakakis, 2001).One of the early applications of the Internet was its most popular application, theWorld Wide Web or sometime known as the “the Web.” The WWW is one of thesoftware tools that through the use of hypertext allow computers to link informationin new ways different from a sequential reading approach, to make it easy to retrieve 5
  • and add information from different computer sources through the use ofcommunication links (Berners-Lee, Cailliau & Groff, 1992). In short time since itsinception, the Internet has indeed revolutionized business, in that it redefines themethods used in traditional business practices and offers another important channelfor mass communication (Foo & Lim, 1997). In the short time since its inception, theInternet has indeed revolutionized business, in that it redefines the methods used intraditional business practices and offers another important channel for masscommunication (Foo & Lim, 1997).BusinessDefinition:Internet Marketing is an all-inclusive term for marketing products and/or servicesonline – and like many all-inclusive terms, Internet marketing means different thingsto different people.Web Marketing or Internet MarketingInternet marketing, a new concept in the marketing era, helps in promoting yourproducts and services with the use of internet. It has various techniques of promotionlike pay per click (PPC), banner ads, e-mail marketing, interactive marketing, searchengine optimization (SEO), blog marketing and article marketing. 6
  • Internet marketing is a constituent of e-commerce (electronic commerce). Theconcept of internet marketing and e-commerce is widely used nowadays and willprove useful for any business. This ensures to provide its customers with all thefacilities, which includes availability of information. Consumers can purchase anyproduct at any time, which saves not only your time but also your money.A Search Online, an online marketing company deals with optimization of any site. Itnot only brings traffic to your site but also helps in improving page rank. We offerdifferent services to our clients in various fields to bring about an increase in sales oninternet. In other words, A Search Online helps in the promotion of your website onall major search engines.Essentially, though, Internet marketing refers to the strategies that are used to marketa product or service online, marketing strategies that include search engineoptimization and search engine submission, copywriting that encourages site visitorsto take action, web site design strategies, online promotions, reciprocal linking, andemail marketing – and that’s just hitting the highlights.Online marketers are constantly devising new Internet marketing strategies in thehopes of driving more traffic to their Web sites and making more sales. 7
  • Internet marketing, also referred to as online marketing or e-marketing, it is themarketing of products or services over the Internet. The Internet has brought manyunique benefits to marketing including low costs in distributing information andmedia to a global audience. The interactive nature of Internet marketing, both interms of instant response and in eliciting response, are unique qualities of themedium.Internet marketing ties together creative and technical aspects of the internet,including design, development, advertising and sales. Internet marketing methodsinclude search engine marketing, display advertising, e-mail marketing, affiliatemarketing, interactive advertising, online reputation management and also SocialMedia Marketing Methods such as blog marketing, and viral marketing.Internet marketing is the process of growing and promoting an organization usingonline media. Internet marketing does not simply mean building a website orpromoting a website. Somewhere behind that website is a real organization with realgoals.An Internet marketing strategy includes all aspects of online advertising onlineactivity that promotes a company online, including websites, blog sites, article and 8
  • press releases, online market research, email marketing, and advertising (ppc /banners etc.)Business modelsInternet marketing is associated with several business models. The model is typicallydefined by the goal. These include e-commerce, where goods are sold directly toconsumers or businesses; publishing, or the sale of advertising; and lead-based sites,where an organization generates value by getting sales leads from their site. There aremany other models based on the specific needs of each person or business thatlaunches an internet marketing campaign.Internet marketing refers to the placement of media along different stages of theCustomer engagement Cycle, through Search Engine Marketing, Search EngineOptimization, Banner Ads on specific sites, email marketing and Web 2.0 strategies.AdvantagesOne of the benefits associated with Internet marketing is the availability of greatamounts of information. Consumers can access the Internet and research products, aswell as purchase them at any hour of any day. Companies that use Internet marketingcan also save money because of a reduced need for a sales force. Overall, Internetmarketing can help a business expansion from a local market to a national or 9
  • international one, faster. Compared to traditional media, such as print, radio and TV,Internet marketing can have a relatively low cost of entry.There are a few important characteristics that differentiate Internet marketing from"off-line marketing":- One-to-one vs. one-to-many approach: the targeted user is typically browsing theInternet on their own, and the marketing messages reach them personally. This canbe very clearly seen in search marketing, where the users find advertisementstargeted to specific keywords that the users asked for.- Demographics targeting vs. behavioral targeting: off-line marketers typicallysegment their markets according to age group, sex, geography, and other generalfactors. Online marketers have the luxury of targeting by activity. This is a deeperform of targeting, since the advertiser knows that the target audience are people whodo a certain activity (upload pictures, have blogs, etc.) instead of just expecting that acertain group of people will like their new product or service.- Measurability: Almost all aspects of an online campaign can be traced, measured,and tested. The advertisers either pay per banner impression (CPM), pay per click 10
  • (PPC), or pay per action accomplished. Therefore, it is easy to understand whichmessages or offering are more appealing to the audience.- Response and immediate results: Since the online marketing initiatives usuallyrequire users to click on the message, go to a website, and perform a targeted action,the results of campaigns are immediately measured and tracked. On the other hand,someone driving a car who sees a billboard, will at best be interested and mightdecide to get more information at some time.Internet marketing, as of 2011, is growing faster than other types of media. Sinceexposure, response and overall efficiency of Internet media is easier to track thantraditional "off-line" media, through the use of web analytics for instance, Internetmarketing can offer a greater sense of accountability for advertisers. Increasingly,however, marketers and their clients are becoming aware of the need to measure thecollaborative effects of marketing, i.e. how the Internet affects in-store sales, etc.,instead of silting each medium. The effects of Multi-Channel Marketing can bedifficult to determine, but are an important part of ascertaining the value of mediacampaigns. For both companies and consumers that participate in online business, securityconcerns are very important. Many consumers are hesitant to buy items over the 11
  • Internet because they do not trust that their personal information will remain private.Recently, some companies that do business online have been caught giving away orselling information about their customers. Several of these companies haveguarantees on their websites, claiming customer information will be private. Somecompanies that buy customer information offer the option for individuals to havetheir information removed from the database (known as opting out). However, manycustomers are unaware that their information is being shared and are unable to stopthe transfer of their information between companies.Security concerns are of great importance and online companies have been workinghard to create solutions. Encryption is one of the main methods for dealing withprivacy and security concerns on the Internet. Encryption is defined as the conversionof data into a form called a cipher. This cipher cannot be easily intercepted unless anindividual is authorized by the program or company that completed the encryption. Ingeneral, the stronger the cipher, the better protected the data is. However, thestronger the cipher, the more expensive encryption becomes.Another major security concern that consumers have with ecommerce merchants iswhether or not they will receive exactly what they purchase. Trustworthy, reliablemerchant performance has been a consumer concern since the inception ofecommerce, and to date, merchants have attempted to address these concerns by 12
  • investing in and building strong consumer brands (Amazon, eBay, Overstock.com),and by leveraging merchant / feedback rating systems and ecommerce bondingsolutions. All of these solutions attempt to assure consumers that their transactionswill be free of problems because the merchants can be trusted to provide reliableproducts and services. In addition, the major online payment mechanisms (creditcards, PayPal, Google Checkout, etc.) have also provided back-end buyer protectionsystems to address problems after they actually do occur. 13
  • 1.2 COMPANY PROFILE 14
  • 1.2 COMPANY PROFILEMarket Vision specializes in providing Advanced Analytics and Market Researchservices to its clients. We deliver value to our clients by delivering Better MarketingIntelligence, Twice as Fast at Half theCost.Whether it is a market research project that requires quick turnaround or a modelingproject that requires application of advanced analytics, Market Vision has a solutionfor you. We help companies get a better value for their marketing budget bydelivering superior results through a combination of significant cost savings, top-notch talent, process excellence and constant innovation.Our growing client list includes top companies in industries such as FinancialServices, Consulting, Retail, Software and Technology.Our VisionWe see ourselves creating unprecedented value for our clients and for ourselvesthrough Innovation, Collaboration, and Operational Excellence. We work inpartnership with companies who embrace globalization in order to boost R&Dperformance and optimize value across the product and service lifecycle. We strive toattract the best talent around the world and to create an exciting and caring 15
  • environment full of growth opportunities. We govern ourselves through a set ofstrong values emphasizing meritocracy, integrity, teamwork, diversity and equality.Our Value PropositionBetter marketing intelligence. Twice as fast. Half the cost. No compromisesMarket Vision delivers on the bold value proposition of delivering better marketingintelligence, twice as fast, at half the cost.Delivering more for lessIndustry leadershipHighly advanced marketing analyticsMARKETING ANALYTICSMarket Vision specializes in providing consulting-oriented data-driven marketingsolutions based on its Advanced Marketing Analytics expertise. The Market Visionteam combines its strength in advanced analytics techniques with its superiormarketing knowledge and advanced problem solving skills to resolve strategic aswell as tactical marketing problems such as New Product Introduction, CustomerRetention and Growth, Revenue Management, Leads Management, Target SegmentIdentification, etc. 16
  • 2. ABOUT THE STUDY 17
  • 2. ABOUT THE STUDY2.1 NEED FOR THE STUDYInternet provides great amounts of information. Consumers can access the Internetand research products, as well as purchase them at any hour of any day. Companiesthat use Internet marketing can also save money because of a reduced need for a salesforce. Overall, Internet marketing can help a business expansion from a local marketto a national or international one, faster. Compared to traditional media, such as print,radio and TV, Internet marketing can have a relatively low cost of entry. Thus, theneed to study internet marketing.Internet marketing requires customers to use newer technologies than traditionalmedia, not all people may get the message. Low speed Internet connections are onebarrier. If companies build overly large or complicated web pages, some Internetusers struggle to download the information on dial up connections or mobile devices.the inability of shoppers to touch, smell, taste or try-on tangible goods before makingan online purchase. However, it is an industry standard for e-commerce vendors tohave liberal return policies and in store picks up services to reassure customers. 18
  • 2.2 OBJECTIVES OF THE STUDY To evaluate customer perception towards the products To evaluate the purchasing rate of a customer To evaluate website To evaluate how often customer visit website for purchase a product 19
  • 2.3 RESEARCH METHODOLOGY2.3.1 RESEARCH DESIGN: The research objective define, the next step is to select the researchdesign to be adopted to conduct the tests. The present research study had beenconducted to study the evaluating online shopping experience of reddif onlineshopping customers. According to the information needed, the present is exploratoryresearch.2.3.2 DATA COLLECTIONFor the purpose of conducting this study data been collected from two sources thoseare • PRIMARY SOURCE • SECONDARY SOURCEPRIMARY SOURCE OF THE DATATo understand the shopping experience of online customers a sample list as beenprepared by randomly selecting customers who have done shopping online withrediff. For conducting this study a structured questionnaire were designed thequestionnaire contain three categories part one contain the information regarding toknow the customer purchasing rate , second part containing the questions to evaluatewebsite and third one is evaluate the product range, these questionnaire wereadministered through email 20
  • SECONDARY SOURCE OF THE DATAFor the purpose of conducting study data been collecting through secondary sourcethat is from company websites, broachers and from marketing journals2.3.3 SAMPLE DESIGNTo conducting the study 200 questionnaire were send to the customers of rediff byemail from among that total 128 costumers gave the replay among that 27questionnaires found to be incomplete remaining 101 were taken for conductingsurvey2.4 SCOPE AND LIMITATIONS2.4.1 SCOPE OF THE STYDYScope of the study is limited to rediff online customers, these customer wererandomly chosen from rediff shopping data base2.4.2 Limitations: • Internet marketing requires customers to use newer technologies than traditional media, not all people may get the message. • Low speed Internet connections are one barrier. If companies build overly large or complicated web pages, some Internet users struggle to download the information on dial up connections or mobile devices. 21
  • • The buyers perspective, another limitation is the inability of shoppers to touch, smell, and taste or try-on tangible goods before making an online purchase.• It is an industry standard for e-commerce vendors to have liberal return policies and in store pick up services to reassure customers. 22
  • 3. DATA ANALYSIS 23
  • 3. DATA ANALYSISAge Group Table 1: Age Group Frequenc y Percent 20-25 32 31.7 25-30 42 41.6 31-35 27 26.7 Total 101 100.0Table: 1 reveals that out of the total 101 respondents’ surveyed, 32 respondents areunder the age group of 20-25, and 42 respondents are in the age group of 25-30. 27respondents are in the age group of 31-35 AGE 20-25 25-30 31-35Qualification 24
  • Table: 2 Frequency Percent Valid GRADUATES 52 51.5 POST 43 42.6 GRADUATES DOCTORATE 6 5.9 Total 101 100.0 QUALIFICATION GRADUATES POST GRADUATES DOCTORATETable: 2 reveals that out of the total 101 respondents’ surveyed 52 respondents wereGraduates which is the highest, 43 respondents were Post Graduates, and 6respondents were Doctorates.Income 25
  • Table 3 Frequency Percent Valid LESS THAN 10000 8 7.9 10000 TO 15000 38 37.6 15000 TO 20000 31 30.7 20000 TO 25000 24 23.8 Total 101 100.0 INCOME LESS THAN 10000 10000 TO 15000 15000 TO 20000 20000 TO 25000Table 3 reveals that out of the total 101 respondents’ surveyed, 8 respondents have amonthly income of less than 10,000, 38 respondents have an income of10,000-15,000, 31 respondents have 15,000-20,000,and 24 respondents have20,000-25,000. 26
  • Make purchase online Table 5 Frequency Percent Valid Never 8 7.9 Rarely 38 37.6 Often 31 30.7 Very Often 24 23.8 Total 101 100.0 make purchase online NEVER Rarely Often Very OftenTable 5 Reveals that out of the total 101 respondents, 8% of respondents never makeonline purchases, 38% rarely make purchases online, 30% make purchases often, and23% make purchases very often. 27
  • Visit website Table 6 Frequency Percent Valid Never 8 7.9 Rarely 38 37.6 Often 31 30.7 Very Often 24 23.8 Total 101 100.0 visit website NEVER Rarely Often Very OftenTable 6, shows that out of the total 101 respondents, 38% respondents rarely visitwebsite, 30% visit website often, and 23% visit websites very often.Website easy to navigate 28
  • Table 7 Frequency Percent Never 12 11.9 Rarely 40 39.6 Often 38 37.6 Very Often 11 10.9 Total 101 100.0 website easy to navigate NEVER Rarely Often Very OftenTable 7 shows that out of the total 101 respondents, 12% never found it easy, 40%rarely found it easy, 37% often, and 11% often found the website easy to navigate.Where do you access the web? Table 8 29
  • Frequency Percent Home 35 34.7 Office 29 28.7 Internet Centre 29 28.7 Public Library 8 7.9 Total 101 100.0 where do you access the web NEVER Rarely Often Very OftenTable 8 shows that out of the total 101 respondents, 35 respondents access the web inhome, 29 respondents access the web in office, 29 respondents access the web ininternet cafes and 8 respondents access the web in public library. 30
  • Website home page appealing Table 9 Frequency Percent Strongly Disagree 8 7.9 Disagree 18 17.8 Neither Disagree nor 23 22.8 Agree Agree 22 21.8 Strongly Agree 30 29.7 Total 101 100.0 website home page appealing Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 9 shows that out of the total 101 respondents,8 respondents strongly disagreethat the home page is appealing,18 respondents disagree, 23 respondents neitherdisagree nor agree, 22 respondents agree and 30 respondents strongly agree. 31
  • Website is well laid out Table 10 Frequency Percent Strongly Disagree 6 5.9 Disagree 9 8.9 Neither Disagree or 29 28.7 Agree Agree 30 29.7 Strongly Agree 27 26.7 Total 101 100.0 website is well laid out Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 10 shows that out of the total 101 respondents,6 respondents strongly disagreethat the home page is appealing,9 respondents were disagree, 29 respondents neitherdisagree nor agree, 30 respondents were agree and 27 respondents were stronglyagree. 32
  • Website font size, styles are visible and clear Table 11 Frequency Percent Strongly Disagree 6 5.9 Disagree 15 14.9 Neither Disagree or 27 26.7 Agree Agree 30 29.7 Strongly Agree 23 22.8 Total 101 100.0 website font size ,styles are visible and clear Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 11 shows that out of the total 101 respondents,6 respondents strongly disagreethat the home page is appealing,15 respondents were disagree, 27 respondents neitherdisagree nor agree, 30 respondents were agree and 23 respondents were stronglyagree. 33
  • Content informative Table 12 Frequency Percent Strongly Disagree 15 14.9 Disagree 26 25.7 Neither Disagree or 18 17.8 Agree Agree 24 23.8 Strongly Agree 18 17.8 Total 101 100.0 website content informative Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 12 shows that out of the total 101 respondents,15 respondents stronglydisagree that the home page is appealing,26 respondents were disagree, 18respondents neither disagree nor agree, 24 respondents were agree and 18respondents were strongly agree.Website has pleasant shopping atmosphere 34
  • Table 13 Frequency Percent Strongly Disagree 6 5.9 Disagree 9 8.9 Neither Disagree or 29 28.7 Agree Agree 30 29.7 Strongly Agree 27 26.7 Total 101 100.0 website has pleasant shopping atmosphere Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 13 shows that out of the total 101 respondents,6 respondents strongly disagreethat the home page is appealing,9 respondents were disagree, 29 respondents neitherdisagree nor agree, 30 respondents were agree and 27 respondents were stronglyagree. 35
  • Website is easy to navigate Table 14 Frequency Percent Strongly Disagree 15 14.9 Disagree 30 29.7 Neither Disagree or 32 31.7 Agree Agree 18 17.8 Strongly Agree 6 5.9 Total 101 100.0 website is easy to navigate Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 14 shows that out of the total 101 respondents,15 respondents stronglydisagree that the home page is appealing,30 respondents were disagree, 32respondents neither disagree nor agree, 18 respondents were agree and 6 respondentswere strongly agree. 36
  • Product range good range of products Table 15 Frequency Percent Strongly Disagree 3 3.0 Disagree 23 22.8 Neither Disagree or 36 35.6 Agree Agree 30 29.7 Strongly Agree 9 8.9 Total 101 100.0 product range good range of products Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 15 shows that out of the total 101 respondents,3 respondents strongly disagreethat the home page is appealing,23 respondents were disagree, 36 respondents neitherdisagree nor agree, 30 respondents were agree and 9 respondents were strongly agree. 37
  • Choice of products with in each range Table 16 Frequency Percent Strongly Disagree 9 8.9 Disagree 32 31.7 Neither Disagree or 30 29.7 Agree Agree 15 14.9 Strongly Agree 15 14.9 Total 101 100.0 choice of products with in each range Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 16 shows that out of the total 101 respondents,9 respondents strongly disagreethat the home page is appealing,32 respondents were disagree, 30 respondents neitherdisagree nor agree, 15 respondents were agree and 15 respondents were stronglyagree. 38
  • Products sold are good quality Table 17 Frequency Percent Strongly Disagree 15 14.9 Disagree 26 25.7 Neither Disagree or 18 17.8 Agree Agree 24 23.8 Strongly Agree 18 17.8 Total 101 100.0 product sold are good quality Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 17 shows that out of the total 101 respondents,15 respondents stronglydisagree that the home page is appealing,26 respondents were disagree, 18respondents neither disagree nor agree, 24 respondents were agree and 18respondents were strongly agree. 39
  • Product sold are competitively priced Table 18 Frequency Percent Strongly Disagree 6 5.9 Disagree 9 8.9 Neither Disagree or 29 28.7 Agree Agree 30 29.7 Strongly Agree 27 26.7 Total 101 100.0 product sold are competitively priced Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 18 shows that out of the total 101 respondents,6 respondents strongly disagreethat the home page is appealing,9 respondents were disagree, 29 respondents neitherdisagree nor agree, 30 respondents were agree and 27 respondents were stronglyagree. 40
  • Products are generally available Table 19 Frequency Percent Strongly Disagree 15 14.9 Disagree 26 25.7 Neither Disagree or 18 17.8 Agree Agree 24 23.8 Strongly Agree 18 17.8 Total 101 100.0 products are generally available Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 19 shows that out of the total 101 respondents,15 respondents stronglydisagree that the home page is appealing,26 respondents were disagree, 18respondents neither disagree nor agree, 24 respondents were agree and 18respondents were strongly agree. 41
  • There are regular special offers Table 20 Frequency Percent Strongly Disagree 6 5.9 Disagree 9 8.9 Neither Disagree or 29 28.7 Agree Agree 30 29.7 Strongly Agree 27 26.7 Total 101 100.0 there are regular special offers Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 20 shows that out of the total 101 respondents,6 respondents strongly disagreethat the home page is appealing,9 respondents were disagree, 29 respondents neitherdisagree nor agree, 30 respondents were agree and 27 respondents were stronglyagree. 42
  • Special offers that are available are well advertised Table 21 Frequency Percent Strongly Disagree 15 14.9 Disagree 30 29.7 Neither Disagree or 32 31.7 Agree Agree 18 17.8 Strongly Agree 6 5.9 Total 101 100.0 special offers that are available are well advertised Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 21 shows that out of the total 101 respondents,15 respondents stronglydisagree that the home page is appealing,30 respondents were disagree, 32respondents neither disagree nor agree, 18 respondents were agree and 6 respondentswere strongly agree.Represents good value for money 43
  • Table 22 Frequency Percent Strongly Disagree 3 3.0 Disagree 23 22.8 Neither Disagree or 36 35.6 Agree Agree 30 29.7 Strongly Agree 9 8.9 Total 101 100.0 represents good vaue for money Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 22 shows that out of the total 101 respondents,3 respondents strongly disagreethat the home page is appealing,23 respondents were disagree, 36 respondents neitherdisagree nor agree, 30 respondents were agree and 9 respondents were strongly agree. 44
  • Will refer this site to my friends Table 23 Frequency Percent Strongly Disagree 5 5.0 Disagree 19 18.8 Neither Disagree or 23 22.8 Agree Agree 30 29.7 Strongly Agree 24 23.8 Total 101 100.0 will refer this site to my friends Strongly Disagree Disagree Neither Disagree or Agree Agree Strongly AgreeTable 23 shows that out of the total 101 respondents,5 respondents strongly disagreethat the home page is appealing,19 respondents were disagree, 23 respondents neitherdisagree nor agree, 30 respondents were agree and 24 respondents were stronglyagree 45
  • 4. CONCLUSION 4. CONCLUSIONS AND SUGGESTIONSCONCLUSIONS 46
  • • It can be concluded that most of the respondents are from the age group of 20-25 and their minimum educational qualification is degree.• The income levels of most of the respondents are in the range of 10000-150000.• 38% of the sample rarely make online purchases and they rarely visit the website rediff.• 38% of the respondents found the website easy to navigate• 35 % of the sample accessed the internet from their homes.• 29% found the website to be strongly appealing.• 29% of them agree that the website is well laid out.• 29% of them agree that the website font, styles are visible and clear.• 25% of them disagree that the content is informative.• 26% of them strongly agree that the shopping atmosphere is pleasing.• 35% neither agree nor disagree that the website offers a good range of products• 23% agree that the products sold on the website are of high quality• 23% agree that products are competitively priced and 29% agree they are generally available.• 29% agree there are special offers and 31% disagree that they are well advertised. 47
  • • 29% agree that the products bought are value for money • 29% responded they would refer this site to their friends.SUGGESTIONS • It is found that only 25% of the sample have a positive perception regarding the website, efforts have to implemented to increase the awareness of online shopping among the users. The benefits of online shopping has to be emphasized. • Since most of the respondents fall in the age group of 20-25, promotional campaigns targeted at this age group could yield benefits. 48
  • 6. APPENDIX APPENDIX A6.1 QUESIONNAIRE 49
  • We would be very grateful if you could spend a few minutes completing our surveyso that we can learn from your experiences and ensure that our website, facilities andservice are of the highest standard.1) How often you make purchases online? 1) Never 2) Rarely 3) Often 4) Very Often2) How often do you visit our website? 1) Never 2) Rarely 3) Often 4) Very Often3) Do you find our website easy to navigate? 1) Never 2) Rarely 3) Often 4) Very Often4) Primarily from where do you access the web? 1) Home 2) Office 3) Internet Centre 4) Public LibraryHow strongly do you agree or disagree with the following statements related toRediff Shopping (http://shopping.rediff.com)1) Strongly Disagree 2) Disagree 3) Neither Disagree or Agree 4) Agree 5) Strongly AgreeOur Website5) The Home Page is appealing 1 2 3 4 56) The website is well laid out 1 2 3 4 57) The font size, font styles are visible and clear 1 2 3 4 58) The Content is informative 1 2 3 4 59) The Website has a pleasant shopping atmosphere 1 2 3 4 510) The Website is easy to navigate 1 2 3 4 5Our Product Range11) There is a good range of products 1 2 3 4 512) There is a good choice of products within each range 1 2 3 4 514) The products sold are of a good quality 1 2 3 4 515) The products sold are competitively priced 1 2 3 4 516) Products are generally available 1 2 3 4 5 50
  • 17) There are regular special offers 1 2 3 4 518) The special offers that are available are well advertised 1 2 3 4 519) The Website represents good value for money 1 2 3 4 520) I will refer this site to my friends / relatives 1 2 3 4 5Demographic Information1. Gender: 1) Male 2) Female2. Your age group: 1) 20-25 2) 25-30 3) 30-35 4) 35-40 5) 40-45 6) >453. Highest degree attained 1) Graduation 2) Post graduation 3) Doctorate4. Your monthly Income 1) < 10000 2) 10000-15000 3)15000-20000 4)20000-25000 5)>25000 51
  • APPENDIX B 6.2 BIBLIOGRAPHY MARKETING MANAGEMENT BY PHILIP KOTLAR BASIC MARKETING WWW.REDIFF.COM MARKETING RESEARCH BY AEKAR, KUMAR & DAY MARKETING RESEARCH BY HAIR, BUSH & ORTINAU 52