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PROJECT REPORT
(Submitted for Degree of B.Com Honours [CBCS] under the University of Calcutta)
TITLE OF THE PROJECT:
E-COMMERCE -A CASE STUDY ON FIRSTCRY.
SUBMITTED BY:
NAME-MANTASHA NAAZ
C.U REGISTRATION NO- 315-1211-0136-21
C.U ROLL NO- 211315-11-0041
NAME OF THE COLLEGE- THE HERITAGE COLLEGE.
SUPERVISED BY: PROFESSOR NILIMA AGARWAL
YEAR OF SUBMISSION – MAY 2024
STUDENT’S DECLARATION
I hereby declare that the project work with the title “E-
commerce “, A case study on First Cry, submitted by me
for the partial fulfilment of the degree of BCom
Honours under the University of Calcutta is my original
work and has not been submitted earlier to any other
University/Institution for the fulfilment of the
requirement for any course of study. I also declare that
no chapter of this manuscript in whole or in part has
been incorporated in this report from any earlier work
done by others or by me. However, extracts of any
literature which has been used for this report has been
duly acknowledged providing details of such literature
in the references.
NAME: MANTASHA NAAZ
C.U REGISTRATION NO: 315-1211-0136-21
C.U ROLL NO: 211315-11-0041
Chapter 1:
INTRODUCTION.
1.1 BACKGROUND OF THE STUDY
Innovation has become the key rationale behind any
business success today. Baby care market is still
untouched and niche. Firstcry.com has bridged the
demand and supply gap in baby care market, through
shifting scurry brick and mortar stores to click and
purchase model, which is conceptualised as an
innovative business strategy. Primarily due to the
exponential growth of E-commerce in India, the
company has made the balance between online and
offline stores to attract more customers.
Integration and synergy between click and brick model
cover overall market: Tier I by click model and Tier II/
Tier III by franchisee brick stores. Establishing the
common pricing system for both click and brick model
makes this more acceptable to customers towards both
spaces. This study is intended to conduct a case study
on Firstcry.com. The study provides a detailed view of
company’s foundation concept, integration of click and
brick, innovative pricing and franchisee model and
market coverage strategy. Primary and Secondary data
sources are used to get in-depth knowledge of the case.
The results show that The Increase in per capita income
has made towns a desirable market. Captioning of all
types of cities has given Firstcry.com a wide recognition
and revenue growth.
While studying at IIM Ahmedabad as a skilled
entrepreneur, he discovered that the products available
on the Indian market did not meet his newborn baby's
demands. As a result, he bought most of his childcare
items on business trips
abroad. He left Brain visa in 2009 and began a new firm.
Maheshwari started an informative site for expectant
parents and new moms. In 2010, she teamed up with
Amitava Saha to create a ground-breaking website that
allows parents and expecting couples to give their
children the best possible start in life from the comfort
of their homes.
They are a young and vibrant company with a
passionate team about their work and committed to
First cry’s cause. They have some of the brightest minds
in the industry working with us and are proud of the
culture that we have built.
They are currently present in India, Malaysia, UAE, and
Saudi Arabia. They are rapidly expanding our footprint
to other countries, as their goal is to be present in every
country where there are new parents.
1.2 NEED/ SIGNIFICANCE OF THE STUDY.
 To get suggestions from public for improvement.
 To achieve overall satisfaction of the customer.
 To retain the existing customers.
 To maintain good relationship with the customers.
1.3 LITERATURE REVIEW
♦ Rushant Singh (2014), in his study on Consumer ‘s
Buying Behaviour Towards Online Shopping, the
main aim of study was to examine and analyse the
consumer ‘s buying behaviour pattern towards
online shopping in Lucknow. The research is based
on both primary data and secondary data. The total
sample sizes of 40 were collected through a
questionnaire by using a convenient sampling
method, the outcome of the study is the greatest
number of users are happy with online shopping
and mainly interested in buying online apparel.
♦ Chirag Parmar, (2015), The main objective of the
research is to study, especially the major option for
payments in online shopping. There are several
Payment options in online purchasing such as
credit card, debit card, cash on delivery or
EMI option, gift voucher or wallet.
To this end, a survey was conducted, and the 120
questionnaires were distributed among the people
of different markets and the public in Bikaner. The
replies have been analysed by table analysis. The
results of the study reveal that on-
line shoppers in India are significantly affected by
various payment options, which are described
above.
♦ Mohammad Toufiq Rahman (2015)indicated that
online shoppers are variety lovers, but at the same
time, they are also cautious about the price and
time that they spent shopping. Online shopping
saves time comparing to a traditional
retail store. Maximum respondent relies on price
and their own experience as the basis of the
quality judgment of items in online shopping. So
far as payment options are concerned, online
shopping offers different payment options like cash
on delivery or payment through internet banking
or payment by debit card or credit card etc. But
most of the buyers preferred cash on delivery
facility.
♦ Anderson, E. W., Fornell, C., & Mazvancheryl, S. K.
(2004). Customer satisfaction and shareholder
value. Journal of Marketing, 68(4), 172-185: This
research paper explores the relationship
between customer satisfaction and shareholder
value, which may provide insights into the
importance of customer satisfaction for First Cry.
♦ Khosla and Kumar (2017) in their report coined
that some of the trends are expected to come in
near future in E-Commerce can be growth in
omnichannel, niche businesses, merges and
acquisitions, trapping more rural markets, rise in
internet marketing, focus on services, rise in digital
payment modes, better infrastructure and supply
chain management.
♦ Nanehkaran, Y.A. (2013) stated that electronic
commerce is a powerful process that has
fundamentally changed the current human life. It
is one of the main criteria of revolution of
Information technology and communication in the
field of economy.
♦ Zeithaml, V. A., Bitner, M. J., & Gremler, D. D.
(2006) discusses service marketing strategies,
including managing customer satisfaction, which is
applicable to retail environments like First Cry.
1.4- OBJECTIVES.
 To analyse the needs and expectations of the
customers.
 To study the opinion of the customer regarding the
price.
 To determine the performance of the salesperson in
the store.
 1.5 RESEARCH METHODOLOGY.
I selected Descriptive Research Design for my project
“E-Commerce: A study on First Cry”. The main goal of
this of Research is to describe the data and
characteristics about what is being studied. The idea
behind this type of research is to study frequencies,
averages, and uses surveys and panel.
SOURCE OF DATA COLLECTION:
The sources of information are generally divided into
documentary and file sources. For collection of data in
this study, both documentary and field source were
made use of. The sources of information essentially
primarily, where the questionnaire was administered to
the respondents and discussion with the other
department personnel. The secondary source of
information consisted of relevant documents,
publications and reports pertaining to the company.
Primary Data:
Those data are collected in the first time and has a
direct connection with the respondents is called
primary data. This data was collected using
questionnaire. A questionnaire is a reformulated
written set of questions to which respondents record
their answers. The mode of my data collection is
primary data and in the form of questionnaire.
Secondary data:
Those data which are collected in the mode of
magazine, journals and websites are called secondary
data.
Sample size:
The number of individuals included in the finite sample
is called the size of the sample or sample size. The
sample size of the study is 30.
Tools used for data analysis:
The data collected was tabulated and analysed with the
help of-
1)PERCENTAGE ANALYSIS:
Percentage analysis is used to determine the
relationship between two or more series. In this
method, the data obtained are tabulated. The table
consists of the options given for the questions, number
of respondents for each option and the percentage of
respondents for each option among the whole sample
size. The percentage method is used to know the
accurate percentage of the data we took.
The following formula was used:
Percentage of the respondents = No. of favourable X
100
Total No. of respondents
1.6 LIMITATIONS
The major limitation of this study was:
 Due to lack of time, unable to collect more
information from the customers.
 Some customers are afraid to give information.
 The whole population cannot be studied due to
selection of limited samples.
Chapter 2:
CONCEPTUAL FRAMEWORK
2.1 DEFINITION OF E-COMMERCE
The term Electronic Commerce or E-commerce is
defined as any sort of business transaction that
involves the transfer of information through the
internet. It means using the Internet and the web for
business transactions and/or commercial transactions,
which typically involve the exchange of value (e.g.,
money) across organisational or individual boundaries
in return for products and services. Thus, it covers a
variety of business activities which use internet as
platform for either information exchange or monetary
transaction or both at times.
The
World Trade Organisation defines E-commerce as, "E-
commerce is the production, distribution, marketing,
sales or delivery of goods and services by electronic
means." According to The Organisation for Economic
Co-operation and Development (OECD) E-commerce
means "commercial transactions, involving both
organisations and individuals, that are based upon the
processing and transmission of digitised data, including
text, sound and visuals images and that are carried out
over open networks (like, the internet)
or closed networks (like, AOL or Mintel) that have
gateway onto an open network."
EXAMPLES OF E-COMMERCE:
 Retail: The sale of products directly to
consumers (without any intermediary) via
AMAZON, FLIPKART, SNAPDEAL etc.
 Dropshipping: The sale of products that are
manufactured and shipped to consumers
through a third party via WAYFAIR etc.
 Digital products: Downloadable items like
templates, courses, e-books, software, or
media that must be purchased for use. Kendle,
wordpress.org, filehippo.com etc.
Wholesale: Products sold in bulk. Wholesale
products are usually sold to a retailer, who
then sells the products to consumers via
INDIAMART etc.
Services: These are skills like coaching,
writing, influencer marketing, etc., that are
purchased and paid for online i.e. brainly.in,
vedantu.com, unacademy.com etc.
2.2 FEATURES OF E-COMMERCE
E-commerce is a business model or a larger business
model that allows companies or individuals through
the electronic network. E-Commerce has certain key
features which are
explained as follows: -
Technology-Enabled: Traditional commerce is
taking place since times immemorial, but
E-commerce is result of integration of digital
technology with business processes and
commercial transactions. The technological
foundations of E-commerce are internet,
WWW and various protocols
Technology Mediated: In E-commerce buyers and
sellers meet in cyber space rather than physical
place. Hence E-commerce does not involve face to
face contact.
Universality: Buying and selling take place through
websites in E-Commerce. The websites can be
accessed from anywhere around the globe at any
time therefore it possesses the feature of
universality.
Intercommunication: E-commerce technology
ensures two-way communications between buyer
and seller. On one hand by using E-commerce firms
can communicate with customers through E-
commerce enabled websites. On the other end,
customers can also fill order forms, feedback forms
and can communicate with business operating
firms.
Delivery Of Information: E-commerce serves as
the best channel of communication. E-commerce
technologies ensure speedy delivery of
information at very low cost and considerably
increase information density as well.
Electronic Completion of Business Processes:
By using E- commerce we can perform business
transactions like accounting and inventory through
computers at global level.
 Inter-Disciplinary in Nature: Implementation of E-
Commerce needs a lot of knowledge of
managerial, technological, social and legal issues.
Besides this, understanding of consumer
behaviour, marketing tools and financial aspects is
as crucial as designing interactive E- Commerce
websites.
2.3 MODELS OF E-COMMERCE
E-Commerce or Electronics Commerce business models
can generally be categorised in the following
categories: -
1. Business - to - Business (B2B): Website
following B2B business model sells its product to an
intermediate buyer who then
sells the product to the final customer. For
Sells example, a wholesaler places an order from a
company's website and after receiving the
Customer consignment sells the product to final
customer who comes to buy the product at
wholesaler's retail outlet. Example- Alibaba,
India Mart, Trade India etc.
2. Business - to - Consumer(B2C): Website following
B2C business model sells its product directly to a
customer. A customer can view products shown on the
website of business organisation. The customer can
choose a product and order the same.
Website will send a notification to the
Customer business organisation via email and
organisation will dispatch the product/goods
to the customer. Example- Amazon, Snapdeal, Flipkart
etc.
3. Consumer - to - Consumer (C2C): Website following
C2C business model helps consumer to sell their assets
like residential property, cars, motorcycles etc. or rent a
room by publishing their information on the website.
Website may or may not charge the consumer for its
services. Another consumer may opt to buy the
product of the first customer by viewing the
post/advertisement
on the website. Example- OLX, Kaftly etc.
4. Consumer - to - Business (C2B): In this model, a
consumer approaches website showing multiple
business organisations for a particular service.
Consumer places an estimate of amount he wants to
spend for a particular service. For example, comparison
of interest rates of personal loan/car loan
provided by various banks via website. Business
organisation, who fulfils the consumer's requirement
within specified budget approaches the customer and
provides its services.
Example- Monster.com, TimesJobs.com etc.
5. Business - to - Government (B2G): B2G model is a
variant of B2B model. Such websites are used by
government to trade and exchange information with
various business organisations.
For example: Senseware, Mark43.
6. Government - to - Business (G2B): Government uses
B2G model website to approach business
organisations. Such websites support auctions, tenders
and application submission functionalities.
7. Government - to - Citizen (G2C): Government uses
G2C model website to approach citizen in general. Such
websites support auctions of vehicles, machinery or
any other material. Such website also provides services
like registration for birth, marriage or death
certificates. Main objectives of G2C website are to
reduce average time for fulfilling people requests for
various government services.
2.4 ADVANTAGES OF E-COMMERCE
There is no doubt that E-commerce has digitally
enabled commercial transactions among organisations
and individuals. It provides the following main
advantages to the society:
Convenience: Customers can order products or
services 24 hours a day wherever they
are.
Information: Customers can find reams of
comparative information about companies,
products, competitors and prices without leaving
their office or home.
Fewer Hassle: Customers don't have to face
salespeople or open themselves up to persuasion
and emotional factors, they also don't have to wait
in line.
Quick Adjustment to Market Conditions by
Marketers: Companies can quickly add products to
their offering and change prices and descriptions.
Lower Cost: Online Marketers avoid the expense of
maintaining a store and the costs of rent,
insurance and utilities. They can produce digital
catalogues for much less cost than the cost of
printing and mailing paper catalogues.
Audience Sizing: Online Marketers can learn how
many people visited their web site and how many
of them shopped at particular places on the site.
This information can help them improve offers and
advertisements.
Online Marketing: It is easy affordable by small
firms, who otherwise would not have been able to
advertise in the print or broad cost media.
Large and Medium: These companies have
designed their own websites to automate
corporate purchasing. The high cost on invoices
and purchase order copies including time are
saved a great deal due to E-commerce and Internet
phase.
No reach limitations: A seller with a physical store
may only be able to reach a certain number of
buyers. Whereas, through E-commerce sellers can
deliver to the customers' homes but there can be
distance limitations. Several e-commerce
marketplaces have their own logistics and delivery
system.
Product and price comparison: In E-commerce,
sellers can compare the products using tools or on
their own. This gives them a good idea of product
alternatives available, the standard rates, if a
product need is unfulfilled
2.5 DISADVANTAGES OF E-COMMERCE
Though e-commerce offers many advantages to
customers, business, society and nation, there are still
some areas of concern that need to be addressed. The
following are some
of the limitations or disadvantages of e-commerce:
Security: The biggest drawback of E-commerce is
the issue of security. People fear to provide
personal and financial information, even though
several improvements have been made in relation
to data encryption. Certain websites do not have
capabilities to conduct authentic transactions. Fear
of providing credit card information and risk of
identity limit the growth of E-commerce
Lack of privacy: Many websites do not have high
encryption for secure online transaction or to
protect online identity. Some websites illegally
collect statistics on consumers without their
permission. Lack of privacy discourages people to
use internet for conducting commercial
transactions.
Fear: People fear to operate in a paperless and
faceless electronic world. This aspect makes
people to opt physical stores for purchases.
 Product suitability: People have to rely on
electronic images to purchase products.
Sometimes, when the products are delivered, the
product may not match with electronic images.
Finally, it may not suit the needs of the buyers. The
lack of "touch and feel' prevent people from online
shopping.
Legal issues: The cyber laws that govern the e-
commerce transactions are not very clear and vary
from country to country. These legal issues prevent
people from entering into electronic contracts.
Huge technological cost: It is difficult to merge
electronic business with traditional business.
Technological infrastructure may be expensive and
huge cost has to be incurred to keep pace with
ever changing technology. It is necessary to
allocate more funds for technological
advancement to remain competitive in the
electronic world.
Chapter 3:
DATA ANALYSIS
3.1 DATA PRESENTATION, ANALYSIS AND
INTERPRETATION.
This chapter shows the presentation and analysis of
primary data collected through a survey among 50
respondents by the means of questionnaire to get a
sample opinion of customers who patronise the
services of E-commerce. And based on the answers
received from annexed questionnaire the following
analysis has been made and the final data
interpretation is done.
3.1.1 GENDER-WISE RESPONDENTS:
TABLE-1
SERIAL NO. GENDER NO. OF
RESPONDEN
TS.
PERCENTAGE
OF
RESPONDEN
TS.
1 MALE 23 46
2 FEMALE 27 54
TOTAL 50 100
(SOURCE: PRIMARY DATA)
1. Age groups of samplings.
Particular Percent
Below 20 35%
20-30 35%
30-40 26%
40 and Above 4%
Interpretation-:
Above Figure Show That 35% Responded Are below
20 years old, 35% responded are between 20-30 years
old, 26% responded are between 30–40-year-old, and
4% responded are between 40 and above.
2.Division of gender in samplings.
Particular Percent
Male 54%
Female 46%
Interpretation:
The above chart has shown the number of male
samplings i.e.54% and rest 46% is female samplings.
3.What method of shopping do you prefer?
Particular Percent
Online Shopping 58%
Offline Shopping 42%
Interpretation: The above graph shows what shopping
methods do people prefer between online shopping
and offline shopping there are some people who prefer
both the method. the above data shows that 58% of
people like online shopping and 42% of people like
offline.
4. Do you consider Advertisement as source of
information regarding to our product?
Particular Percent
Yes 60%
NO 40%
Interpretation: From above information 60% of the
people consider advertisement as a source of
information regarding to our product while 40% do
not.
5. How was the Product?
Particular Percent
Good 30%
Better 30%
Best 40%
Interpretation:
Customer perception varies while using First cry, most
of the surveys 40% are looking of the best featured
product value, while 30% expect the product to be
good and the rest 30% feels that the product quality
can be improvised or be better.
6. How was the packing?
Particular Percent
Good 60%
Better 40%
Interpretation:
This chart shows 60% of the people feel the packing
was good. While the other 40% feel the packing of the
product may be better.
7. Is your Product delivered on time?
Particular Product
Yes 64%
No 36%
Interpretation-:
This graph shows that 64% of people are satisfied as
their product is timely delivered. 36% of the people
are dissatisfied as there may be delay in the delivery
of their product, due to shipping or courier services
issues.
8. Would you recommend First cry to your friends or
relative?
Particular Product
Yes 70%
No 30%
Interpretation:
This chart shows that people shop both online and
offline. The percentage of people visit this store is
higher and which is Yes 70% and No 30% of people
likely to shop occasionally.
9. How was the customer service executive
behaviour?
Particular Percent
Polite 75%
Rude 25%
Interpretation-:
75% of the respondent says that they are satisfied
with the customer service executive behaviour it is
only 25% of the respondent says that they don't find
customer service executive behaviour cooperative,
means that is some loophole here which is to be
improved.
10. How much do you usually spend while shopping
with First cry?
Particular Percent
RS100-1000 25%
RS1000-5000 40%
More than 5000 35%
Interpretation-:
From Above Figure There are 25% of people Who
Spend from Rs. 100-1000. 40% of people who Spend
between Rs.1000-5000. And people who spend more
than Rs. 5000 are 35%.
Findings on online shopping:
Among the top findings of the survey, as put forth by
Online Shopping, are the following:
Convenience was listed as the top reason for
shopping online by 74% of the respondents, and at
the same level were purchase goods in online. This
is good news for e-tailers, as the value proposition
for online shopping is clear in the minds of
shoppers.
27% of our respondents said they aren’t purchase
of their goods online. We believe this bodes well
for e-tailers as online shopping is gaining
acceptance.
95% of respondents look for products information
and service information before purchasing.
Conclusion on online shopping:
After having detail study on Online Shopping one
can see a great change in the behaviour of people
in many manners like their attitude, buying
pattern. In earlier times people use to do manual
shopping but now as time changed people are
becoming busy and due to which technology has
brought a new revolution i.e. Online Shopping.
As we started doing survey it came to in notice
that young age group people i.e. 15-30 uses or
prefer online shopping because it is time and
energy saving. But middle-age group does not
prefer much because they have wrong perception
that by seeing the product one can get the goods
of proper quality. And even some people do not
prefer using plastic money i.e. credit cards.
In 95% of the purchases, the terms and conditions
were available before entering into a purchase
process, but the legal requirement to inform about
the cooling-off period was only met in 82% of the
purchases. This means that in 18% of the
purchases, the Mystery Shopper was not informed
about the legal right to withdraw from the
contract. This is a rather disturbing result.
However, it was worse to discover that the
websites contained information about the legal
warranty and the rights connected to it in only 37%
of the purchases. Furthermore, the information
given about these rights was only correct in 80% of
the cases.
Findings on shopping mall:
45% of respondents look for not to waste of their
time.
Reason for shopping mall by 44% of the
respondents, and at the same level was purchase
goods in online. This is good news for e-tailers, as
the value proposition for online shopping is clear
in the minds of shoppers.
56% of our respondents said they were purchase
of their goods in shopping malls. We believe this
bodes well for as shopping is gaining acceptance.
55% of respondents look for product checking and
service information before purchasing.
Conclusion on shopping mall:
The share of modern retail market in India was
around 5% in 2008 is very low compared to
countries in the west, where the share of modern,
retail to the total retail is 75-80 percent. Therefore,
there is tremendous potential for the modern
retail formats like malls to grow in India.
 Mall boom in India started in 2003 and continues
to thrive after a setback in 2008-09 because of
recession. There are malls which are doing well
including those established in the formative years
like Ansal Plaza, Delhi. However, malls which
jumped into the fray without any planning and
strategy are having troubles with low footfalls and
low retailer occupancy. This research was
conducted with the intention to help developers in
a capital-intensive sector to avoid the mistakes of
the past and benefit from being a part of the
booming retail sector.
One of the important conclusions is that there is a
lack of clarity amongst mall developers regarding
positioning and image. As shown in the table 8, the
focus is on image which is a combination of
functional and psychological attributes of the mall
[117]. However apart from focussing on the above,
there is no effort to develop a positioning strategy
which is critical for the success of a mall. Without a
positioning strategy, all the malls are like each
other. Hence, it can be reasoned that, such lack
of differentiation is the reason behind increasing
retailer vacancy levels.
Chapter 4:
CONCLUSION AND RECOMMENDATION.
SUMMARY OF FINDINGS
The project report titled- "A Study on E-commerce, first
cry” has helped to gather useful insights and
information on the key features of E-commerce. After
going through the primary data and collected
information it is found that: -
Although there is not much difference in gender of
the respondents, but majority of the respondents
were female, who came up with their responses
and opinion on this topic.
 Among 50 respondents, most of the respondents
came from the age range of 21-30 years, who are
mainly involved in this project work for concluding
their responses on E-commerce.
Making people aware of E-commerce is the most
vital thing where social media and advertisements
are the best mode in spreading awareness as now-
a-days many people relies on these mediums.
The main reason to prefer E-commerce, instead of
traditional, by many of the respondents is that it is
the convenient to them in their busy lives.
Almost every respondent, who is availing the
facilities of E-commerce, is completely or partially
satisfied with it and have an amazing experience
with the websites.
Many payment method options are given by the E-
commerce websites but payment on delivery and
payment through debit cards are the most selected
options by the respondents.
There may be many reasons for the non-
accessibility of E-commerce but according to the
most of respondent lack of physical existence of
stores and lack of awareness about E-commerce is
the main reason of not accessing the facilities of E-
commerce.
Lastly, for the betterment and expansion of E-
commerce, the respondents claim that the delivery
in the rural areas should be increased including the
refund policies, internet security services and
other services should be modified.
RECOMMENDATIONS AND SUGGESTIONS
Recommendation on online shopping
They should provide complete information about
their products and should make site simple so
that common people can understand how to
make purchase - As in online one purchase goods
through credit cards but one can use the
approach of cash payment during delivery - One
can use more animation through which they can
attract more customers - One can use the
approach of credit points i.e. if one purchase for
the first time they get credit points due to which
if they purchase for the second time they can get
discount of that much points. Due to which one
increase the repurchase.
Suggestions on online shopping
Security for consumer's personal details.
More details about the latest products and service
information.
Web site design can be easy to understand for
consumer.
No minimum purchase for free Shipping.
Decrease the shipping misplacement.
More offers for consumers.
Recommendation on shopping mall
One can use more animation through which they
can attract more customers.
They should provide complete information about
their products and should make mall simple so that
common people can understand how to make
purchase.
As in shopping mall purchase of goods through
credit cards but one can use the approach of cash
payment during delivery.
One can use the approach of credit points i.e. if one
purchase for the first time they get credit points
due to which if they purchase for the second time,
they can get discount of that many points. Due to
which one increase the repurchase.
Suggestions on shopping mall
More products and services information for
consumers.
Free parking for consumers vehicles.
Events for festivals.
Proper emergency exit for people.
Lotteries for who comes to shopping mall regularly.
BIBLIOGRAPHY
The information and data related to this project has
been collected from the following sources: -
WEBSITES:
http://www.ijcsmc.com/docs/papers/June2013/V2I6201328.pdf
https://en.wikipedia.org/wiki/Online_shopping
https://en.wikipedia.org/wiki/Shopping_mall
http://www.wsj.com/articles/survey-shows-rapid-growth-in-online-shopping-1465358582
http://www.shoppingnavigator.co.uk/benefits-of-online-shopping.php
http://www.differencebetween.net/business/product-services/differences-between-online-
and- traditional-shopping/
JOURNAL:
 Zeithaml, V. A., Bitner, M. J., & Gremler, D. D.
(2006).
 Anderson, E. W., Fornell, C., & Mazvancheryl, S. K.
(2004)
 Parasuraman, A., Zeithaml, V. A., & Berry, L. L.
(1988).
 Mahipal, D., (2018). E-commerce Growth in India.
 Khosla, M., Kumar, H., (2017). Growth of e-
commerce in India.
QUESTIONNAIRE
1. What is your age?
o 18-25
o 25-30
o 30-40
o Above 40
o Others
2. What is your gender?
o Male
o Female
o Prefer not to say
3.What method of shopping do you prefer?
o Online shopping
o Mall shopping
4.Do you visit shopping malls?
o Very often
o Often
o Rarely
o No
5.Have you ever used online shopping?
o Yes
o No
6. How would you rate your experience in shopping
mall out of 5?
o 1
o 2
o 3
o 4
o 5
7. How would you rate your experience in online
shopping out of 5?
o 1
o 2
o 3
o 4
o 5
8. Which mall do you prefer the most for shopping?
o Quest mall
o Forum mall
o City centre
o Acropolis
9. Do you consider Advertisement as a source of
information regarding to our product?
o Yes
o No
10. How was the packing of the product?
o Good
o Can be improvised
o Not upto the mark
11. Is your product delivered on time?
o Yes
o No
12. How was the Customer Service Executive
behaviour?
o Polite
o Rude
13. Reason for choosing First cry for Baby products?
o Due to best product
o Minimum price
o Offers and Discount
o All of the above
14. How much do you usually spend while shopping
with First cry?
o 500-1000
o 1000-5000
o 5000 and above
15. How was the billing experience?
o Outstanding
o Satisfactory
o Good
o Average
16. Availability of the product?
o Yes
o No
17. Which is the most common baby product you
prefer to purchase from First cry?
o Clothing
o Toy
o Footwear
o Accessories
o Personal care
18. Would you recommend First cry to others?
o Yes
o No
19. What would be your best payment while shopping
online?
o UPI/Razor pay
o Debit Card
o Credit Card
o COD
20. How much do you usually spend while shopping in
a month?
o 100-1000
o 1001-5000
o More than 5000

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A case study on customer satisfaction towards First cry products.

  • 1. PROJECT REPORT (Submitted for Degree of B.Com Honours [CBCS] under the University of Calcutta) TITLE OF THE PROJECT: E-COMMERCE -A CASE STUDY ON FIRSTCRY. SUBMITTED BY: NAME-MANTASHA NAAZ C.U REGISTRATION NO- 315-1211-0136-21 C.U ROLL NO- 211315-11-0041 NAME OF THE COLLEGE- THE HERITAGE COLLEGE. SUPERVISED BY: PROFESSOR NILIMA AGARWAL YEAR OF SUBMISSION – MAY 2024
  • 2. STUDENT’S DECLARATION I hereby declare that the project work with the title “E- commerce “, A case study on First Cry, submitted by me for the partial fulfilment of the degree of BCom Honours under the University of Calcutta is my original work and has not been submitted earlier to any other University/Institution for the fulfilment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part has been incorporated in this report from any earlier work done by others or by me. However, extracts of any literature which has been used for this report has been duly acknowledged providing details of such literature in the references. NAME: MANTASHA NAAZ C.U REGISTRATION NO: 315-1211-0136-21 C.U ROLL NO: 211315-11-0041
  • 4. 1.1 BACKGROUND OF THE STUDY Innovation has become the key rationale behind any business success today. Baby care market is still untouched and niche. Firstcry.com has bridged the demand and supply gap in baby care market, through shifting scurry brick and mortar stores to click and purchase model, which is conceptualised as an innovative business strategy. Primarily due to the exponential growth of E-commerce in India, the company has made the balance between online and offline stores to attract more customers.
  • 5. Integration and synergy between click and brick model cover overall market: Tier I by click model and Tier II/ Tier III by franchisee brick stores. Establishing the common pricing system for both click and brick model makes this more acceptable to customers towards both spaces. This study is intended to conduct a case study on Firstcry.com. The study provides a detailed view of company’s foundation concept, integration of click and brick, innovative pricing and franchisee model and market coverage strategy. Primary and Secondary data sources are used to get in-depth knowledge of the case. The results show that The Increase in per capita income has made towns a desirable market. Captioning of all types of cities has given Firstcry.com a wide recognition and revenue growth. While studying at IIM Ahmedabad as a skilled entrepreneur, he discovered that the products available on the Indian market did not meet his newborn baby's demands. As a result, he bought most of his childcare items on business trips abroad. He left Brain visa in 2009 and began a new firm. Maheshwari started an informative site for expectant parents and new moms. In 2010, she teamed up with Amitava Saha to create a ground-breaking website that allows parents and expecting couples to give their children the best possible start in life from the comfort of their homes.
  • 6. They are a young and vibrant company with a passionate team about their work and committed to First cry’s cause. They have some of the brightest minds in the industry working with us and are proud of the culture that we have built. They are currently present in India, Malaysia, UAE, and Saudi Arabia. They are rapidly expanding our footprint to other countries, as their goal is to be present in every country where there are new parents. 1.2 NEED/ SIGNIFICANCE OF THE STUDY.  To get suggestions from public for improvement.  To achieve overall satisfaction of the customer.  To retain the existing customers.  To maintain good relationship with the customers.
  • 7. 1.3 LITERATURE REVIEW ♦ Rushant Singh (2014), in his study on Consumer ‘s Buying Behaviour Towards Online Shopping, the main aim of study was to examine and analyse the consumer ‘s buying behaviour pattern towards online shopping in Lucknow. The research is based on both primary data and secondary data. The total sample sizes of 40 were collected through a questionnaire by using a convenient sampling method, the outcome of the study is the greatest number of users are happy with online shopping and mainly interested in buying online apparel. ♦ Chirag Parmar, (2015), The main objective of the research is to study, especially the major option for payments in online shopping. There are several Payment options in online purchasing such as credit card, debit card, cash on delivery or EMI option, gift voucher or wallet. To this end, a survey was conducted, and the 120 questionnaires were distributed among the people of different markets and the public in Bikaner. The replies have been analysed by table analysis. The results of the study reveal that on-
  • 8. line shoppers in India are significantly affected by various payment options, which are described above. ♦ Mohammad Toufiq Rahman (2015)indicated that online shoppers are variety lovers, but at the same time, they are also cautious about the price and time that they spent shopping. Online shopping saves time comparing to a traditional retail store. Maximum respondent relies on price and their own experience as the basis of the quality judgment of items in online shopping. So far as payment options are concerned, online shopping offers different payment options like cash on delivery or payment through internet banking or payment by debit card or credit card etc. But most of the buyers preferred cash on delivery facility. ♦ Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(4), 172-185: This research paper explores the relationship between customer satisfaction and shareholder value, which may provide insights into the importance of customer satisfaction for First Cry.
  • 9. ♦ Khosla and Kumar (2017) in their report coined that some of the trends are expected to come in near future in E-Commerce can be growth in omnichannel, niche businesses, merges and acquisitions, trapping more rural markets, rise in internet marketing, focus on services, rise in digital payment modes, better infrastructure and supply chain management. ♦ Nanehkaran, Y.A. (2013) stated that electronic commerce is a powerful process that has fundamentally changed the current human life. It is one of the main criteria of revolution of Information technology and communication in the field of economy. ♦ Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006) discusses service marketing strategies, including managing customer satisfaction, which is applicable to retail environments like First Cry.
  • 10. 1.4- OBJECTIVES.  To analyse the needs and expectations of the customers.  To study the opinion of the customer regarding the price.  To determine the performance of the salesperson in the store.
  • 11.  1.5 RESEARCH METHODOLOGY. I selected Descriptive Research Design for my project “E-Commerce: A study on First Cry”. The main goal of this of Research is to describe the data and characteristics about what is being studied. The idea behind this type of research is to study frequencies, averages, and uses surveys and panel.
  • 12. SOURCE OF DATA COLLECTION: The sources of information are generally divided into documentary and file sources. For collection of data in this study, both documentary and field source were made use of. The sources of information essentially primarily, where the questionnaire was administered to the respondents and discussion with the other department personnel. The secondary source of information consisted of relevant documents, publications and reports pertaining to the company. Primary Data: Those data are collected in the first time and has a direct connection with the respondents is called primary data. This data was collected using questionnaire. A questionnaire is a reformulated written set of questions to which respondents record their answers. The mode of my data collection is primary data and in the form of questionnaire.
  • 13. Secondary data: Those data which are collected in the mode of magazine, journals and websites are called secondary data. Sample size: The number of individuals included in the finite sample is called the size of the sample or sample size. The sample size of the study is 30. Tools used for data analysis: The data collected was tabulated and analysed with the help of- 1)PERCENTAGE ANALYSIS: Percentage analysis is used to determine the relationship between two or more series. In this method, the data obtained are tabulated. The table consists of the options given for the questions, number of respondents for each option and the percentage of respondents for each option among the whole sample size. The percentage method is used to know the accurate percentage of the data we took.
  • 14. The following formula was used: Percentage of the respondents = No. of favourable X 100 Total No. of respondents 1.6 LIMITATIONS The major limitation of this study was:  Due to lack of time, unable to collect more information from the customers.  Some customers are afraid to give information.  The whole population cannot be studied due to selection of limited samples.
  • 16. 2.1 DEFINITION OF E-COMMERCE The term Electronic Commerce or E-commerce is defined as any sort of business transaction that involves the transfer of information through the internet. It means using the Internet and the web for business transactions and/or commercial transactions, which typically involve the exchange of value (e.g., money) across organisational or individual boundaries in return for products and services. Thus, it covers a variety of business activities which use internet as platform for either information exchange or monetary transaction or both at times. The World Trade Organisation defines E-commerce as, "E- commerce is the production, distribution, marketing, sales or delivery of goods and services by electronic means." According to The Organisation for Economic Co-operation and Development (OECD) E-commerce means "commercial transactions, involving both organisations and individuals, that are based upon the processing and transmission of digitised data, including text, sound and visuals images and that are carried out over open networks (like, the internet) or closed networks (like, AOL or Mintel) that have gateway onto an open network."
  • 17. EXAMPLES OF E-COMMERCE:  Retail: The sale of products directly to consumers (without any intermediary) via AMAZON, FLIPKART, SNAPDEAL etc.  Dropshipping: The sale of products that are manufactured and shipped to consumers through a third party via WAYFAIR etc.  Digital products: Downloadable items like templates, courses, e-books, software, or media that must be purchased for use. Kendle, wordpress.org, filehippo.com etc. Wholesale: Products sold in bulk. Wholesale products are usually sold to a retailer, who then sells the products to consumers via INDIAMART etc. Services: These are skills like coaching, writing, influencer marketing, etc., that are purchased and paid for online i.e. brainly.in, vedantu.com, unacademy.com etc. 2.2 FEATURES OF E-COMMERCE
  • 18. E-commerce is a business model or a larger business model that allows companies or individuals through the electronic network. E-Commerce has certain key features which are explained as follows: - Technology-Enabled: Traditional commerce is taking place since times immemorial, but E-commerce is result of integration of digital technology with business processes and commercial transactions. The technological foundations of E-commerce are internet, WWW and various protocols Technology Mediated: In E-commerce buyers and sellers meet in cyber space rather than physical place. Hence E-commerce does not involve face to face contact. Universality: Buying and selling take place through websites in E-Commerce. The websites can be accessed from anywhere around the globe at any time therefore it possesses the feature of universality. Intercommunication: E-commerce technology ensures two-way communications between buyer and seller. On one hand by using E-commerce firms
  • 19. can communicate with customers through E- commerce enabled websites. On the other end, customers can also fill order forms, feedback forms and can communicate with business operating firms. Delivery Of Information: E-commerce serves as the best channel of communication. E-commerce technologies ensure speedy delivery of information at very low cost and considerably increase information density as well. Electronic Completion of Business Processes: By using E- commerce we can perform business transactions like accounting and inventory through computers at global level.  Inter-Disciplinary in Nature: Implementation of E- Commerce needs a lot of knowledge of managerial, technological, social and legal issues. Besides this, understanding of consumer behaviour, marketing tools and financial aspects is as crucial as designing interactive E- Commerce websites. 2.3 MODELS OF E-COMMERCE
  • 20. E-Commerce or Electronics Commerce business models can generally be categorised in the following categories: - 1. Business - to - Business (B2B): Website following B2B business model sells its product to an intermediate buyer who then sells the product to the final customer. For Sells example, a wholesaler places an order from a company's website and after receiving the Customer consignment sells the product to final customer who comes to buy the product at wholesaler's retail outlet. Example- Alibaba, India Mart, Trade India etc. 2. Business - to - Consumer(B2C): Website following B2C business model sells its product directly to a customer. A customer can view products shown on the website of business organisation. The customer can choose a product and order the same. Website will send a notification to the Customer business organisation via email and organisation will dispatch the product/goods to the customer. Example- Amazon, Snapdeal, Flipkart etc. 3. Consumer - to - Consumer (C2C): Website following C2C business model helps consumer to sell their assets like residential property, cars, motorcycles etc. or rent a
  • 21. room by publishing their information on the website. Website may or may not charge the consumer for its services. Another consumer may opt to buy the product of the first customer by viewing the post/advertisement on the website. Example- OLX, Kaftly etc. 4. Consumer - to - Business (C2B): In this model, a consumer approaches website showing multiple business organisations for a particular service. Consumer places an estimate of amount he wants to spend for a particular service. For example, comparison of interest rates of personal loan/car loan provided by various banks via website. Business organisation, who fulfils the consumer's requirement within specified budget approaches the customer and provides its services. Example- Monster.com, TimesJobs.com etc. 5. Business - to - Government (B2G): B2G model is a variant of B2B model. Such websites are used by government to trade and exchange information with various business organisations. For example: Senseware, Mark43. 6. Government - to - Business (G2B): Government uses B2G model website to approach business
  • 22. organisations. Such websites support auctions, tenders and application submission functionalities. 7. Government - to - Citizen (G2C): Government uses G2C model website to approach citizen in general. Such websites support auctions of vehicles, machinery or any other material. Such website also provides services like registration for birth, marriage or death certificates. Main objectives of G2C website are to reduce average time for fulfilling people requests for various government services.
  • 23. 2.4 ADVANTAGES OF E-COMMERCE There is no doubt that E-commerce has digitally enabled commercial transactions among organisations and individuals. It provides the following main advantages to the society: Convenience: Customers can order products or services 24 hours a day wherever they are. Information: Customers can find reams of comparative information about companies, products, competitors and prices without leaving their office or home. Fewer Hassle: Customers don't have to face salespeople or open themselves up to persuasion and emotional factors, they also don't have to wait in line. Quick Adjustment to Market Conditions by Marketers: Companies can quickly add products to their offering and change prices and descriptions.
  • 24. Lower Cost: Online Marketers avoid the expense of maintaining a store and the costs of rent, insurance and utilities. They can produce digital catalogues for much less cost than the cost of printing and mailing paper catalogues. Audience Sizing: Online Marketers can learn how many people visited their web site and how many of them shopped at particular places on the site. This information can help them improve offers and advertisements. Online Marketing: It is easy affordable by small firms, who otherwise would not have been able to advertise in the print or broad cost media. Large and Medium: These companies have designed their own websites to automate corporate purchasing. The high cost on invoices and purchase order copies including time are saved a great deal due to E-commerce and Internet phase. No reach limitations: A seller with a physical store may only be able to reach a certain number of buyers. Whereas, through E-commerce sellers can
  • 25. deliver to the customers' homes but there can be distance limitations. Several e-commerce marketplaces have their own logistics and delivery system. Product and price comparison: In E-commerce, sellers can compare the products using tools or on their own. This gives them a good idea of product alternatives available, the standard rates, if a product need is unfulfilled
  • 26. 2.5 DISADVANTAGES OF E-COMMERCE Though e-commerce offers many advantages to customers, business, society and nation, there are still some areas of concern that need to be addressed. The following are some of the limitations or disadvantages of e-commerce: Security: The biggest drawback of E-commerce is the issue of security. People fear to provide personal and financial information, even though several improvements have been made in relation to data encryption. Certain websites do not have capabilities to conduct authentic transactions. Fear of providing credit card information and risk of identity limit the growth of E-commerce Lack of privacy: Many websites do not have high encryption for secure online transaction or to protect online identity. Some websites illegally collect statistics on consumers without their permission. Lack of privacy discourages people to use internet for conducting commercial transactions. Fear: People fear to operate in a paperless and faceless electronic world. This aspect makes people to opt physical stores for purchases.
  • 27.  Product suitability: People have to rely on electronic images to purchase products. Sometimes, when the products are delivered, the product may not match with electronic images. Finally, it may not suit the needs of the buyers. The lack of "touch and feel' prevent people from online shopping. Legal issues: The cyber laws that govern the e- commerce transactions are not very clear and vary from country to country. These legal issues prevent people from entering into electronic contracts. Huge technological cost: It is difficult to merge electronic business with traditional business. Technological infrastructure may be expensive and huge cost has to be incurred to keep pace with ever changing technology. It is necessary to allocate more funds for technological advancement to remain competitive in the electronic world.
  • 29. 3.1 DATA PRESENTATION, ANALYSIS AND INTERPRETATION. This chapter shows the presentation and analysis of primary data collected through a survey among 50 respondents by the means of questionnaire to get a sample opinion of customers who patronise the services of E-commerce. And based on the answers received from annexed questionnaire the following analysis has been made and the final data interpretation is done. 3.1.1 GENDER-WISE RESPONDENTS: TABLE-1 SERIAL NO. GENDER NO. OF RESPONDEN TS. PERCENTAGE OF RESPONDEN TS. 1 MALE 23 46 2 FEMALE 27 54 TOTAL 50 100 (SOURCE: PRIMARY DATA)
  • 30. 1. Age groups of samplings. Particular Percent Below 20 35% 20-30 35% 30-40 26% 40 and Above 4% Interpretation-: Above Figure Show That 35% Responded Are below 20 years old, 35% responded are between 20-30 years old, 26% responded are between 30–40-year-old, and 4% responded are between 40 and above.
  • 31. 2.Division of gender in samplings. Particular Percent Male 54% Female 46% Interpretation: The above chart has shown the number of male samplings i.e.54% and rest 46% is female samplings.
  • 32. 3.What method of shopping do you prefer? Particular Percent Online Shopping 58% Offline Shopping 42% Interpretation: The above graph shows what shopping methods do people prefer between online shopping and offline shopping there are some people who prefer both the method. the above data shows that 58% of people like online shopping and 42% of people like offline.
  • 33. 4. Do you consider Advertisement as source of information regarding to our product? Particular Percent Yes 60% NO 40% Interpretation: From above information 60% of the people consider advertisement as a source of information regarding to our product while 40% do not.
  • 34. 5. How was the Product? Particular Percent Good 30% Better 30% Best 40% Interpretation: Customer perception varies while using First cry, most of the surveys 40% are looking of the best featured product value, while 30% expect the product to be good and the rest 30% feels that the product quality can be improvised or be better.
  • 35. 6. How was the packing? Particular Percent Good 60% Better 40% Interpretation: This chart shows 60% of the people feel the packing was good. While the other 40% feel the packing of the product may be better.
  • 36. 7. Is your Product delivered on time? Particular Product Yes 64% No 36% Interpretation-: This graph shows that 64% of people are satisfied as their product is timely delivered. 36% of the people are dissatisfied as there may be delay in the delivery of their product, due to shipping or courier services issues.
  • 37. 8. Would you recommend First cry to your friends or relative? Particular Product Yes 70% No 30% Interpretation: This chart shows that people shop both online and offline. The percentage of people visit this store is higher and which is Yes 70% and No 30% of people likely to shop occasionally.
  • 38. 9. How was the customer service executive behaviour? Particular Percent Polite 75% Rude 25% Interpretation-: 75% of the respondent says that they are satisfied with the customer service executive behaviour it is only 25% of the respondent says that they don't find customer service executive behaviour cooperative, means that is some loophole here which is to be improved.
  • 39. 10. How much do you usually spend while shopping with First cry? Particular Percent RS100-1000 25% RS1000-5000 40% More than 5000 35% Interpretation-: From Above Figure There are 25% of people Who Spend from Rs. 100-1000. 40% of people who Spend between Rs.1000-5000. And people who spend more than Rs. 5000 are 35%.
  • 40. Findings on online shopping: Among the top findings of the survey, as put forth by Online Shopping, are the following: Convenience was listed as the top reason for shopping online by 74% of the respondents, and at the same level were purchase goods in online. This is good news for e-tailers, as the value proposition for online shopping is clear in the minds of shoppers. 27% of our respondents said they aren’t purchase of their goods online. We believe this bodes well for e-tailers as online shopping is gaining acceptance. 95% of respondents look for products information and service information before purchasing. Conclusion on online shopping: After having detail study on Online Shopping one can see a great change in the behaviour of people in many manners like their attitude, buying pattern. In earlier times people use to do manual shopping but now as time changed people are becoming busy and due to which technology has brought a new revolution i.e. Online Shopping.
  • 41. As we started doing survey it came to in notice that young age group people i.e. 15-30 uses or prefer online shopping because it is time and energy saving. But middle-age group does not prefer much because they have wrong perception that by seeing the product one can get the goods of proper quality. And even some people do not prefer using plastic money i.e. credit cards. In 95% of the purchases, the terms and conditions were available before entering into a purchase process, but the legal requirement to inform about the cooling-off period was only met in 82% of the purchases. This means that in 18% of the purchases, the Mystery Shopper was not informed about the legal right to withdraw from the contract. This is a rather disturbing result. However, it was worse to discover that the websites contained information about the legal warranty and the rights connected to it in only 37% of the purchases. Furthermore, the information given about these rights was only correct in 80% of the cases.
  • 42. Findings on shopping mall: 45% of respondents look for not to waste of their time. Reason for shopping mall by 44% of the respondents, and at the same level was purchase goods in online. This is good news for e-tailers, as the value proposition for online shopping is clear in the minds of shoppers. 56% of our respondents said they were purchase of their goods in shopping malls. We believe this bodes well for as shopping is gaining acceptance. 55% of respondents look for product checking and service information before purchasing. Conclusion on shopping mall: The share of modern retail market in India was around 5% in 2008 is very low compared to countries in the west, where the share of modern, retail to the total retail is 75-80 percent. Therefore,
  • 43. there is tremendous potential for the modern retail formats like malls to grow in India.  Mall boom in India started in 2003 and continues to thrive after a setback in 2008-09 because of recession. There are malls which are doing well including those established in the formative years like Ansal Plaza, Delhi. However, malls which jumped into the fray without any planning and strategy are having troubles with low footfalls and low retailer occupancy. This research was conducted with the intention to help developers in a capital-intensive sector to avoid the mistakes of the past and benefit from being a part of the booming retail sector. One of the important conclusions is that there is a lack of clarity amongst mall developers regarding positioning and image. As shown in the table 8, the focus is on image which is a combination of functional and psychological attributes of the mall [117]. However apart from focussing on the above, there is no effort to develop a positioning strategy which is critical for the success of a mall. Without a positioning strategy, all the malls are like each other. Hence, it can be reasoned that, such lack of differentiation is the reason behind increasing retailer vacancy levels.
  • 44. Chapter 4: CONCLUSION AND RECOMMENDATION.
  • 45. SUMMARY OF FINDINGS The project report titled- "A Study on E-commerce, first cry” has helped to gather useful insights and information on the key features of E-commerce. After going through the primary data and collected information it is found that: - Although there is not much difference in gender of the respondents, but majority of the respondents were female, who came up with their responses and opinion on this topic.  Among 50 respondents, most of the respondents came from the age range of 21-30 years, who are mainly involved in this project work for concluding their responses on E-commerce. Making people aware of E-commerce is the most vital thing where social media and advertisements are the best mode in spreading awareness as now- a-days many people relies on these mediums.
  • 46. The main reason to prefer E-commerce, instead of traditional, by many of the respondents is that it is the convenient to them in their busy lives. Almost every respondent, who is availing the facilities of E-commerce, is completely or partially satisfied with it and have an amazing experience with the websites. Many payment method options are given by the E- commerce websites but payment on delivery and payment through debit cards are the most selected options by the respondents. There may be many reasons for the non- accessibility of E-commerce but according to the most of respondent lack of physical existence of stores and lack of awareness about E-commerce is the main reason of not accessing the facilities of E- commerce. Lastly, for the betterment and expansion of E- commerce, the respondents claim that the delivery in the rural areas should be increased including the refund policies, internet security services and other services should be modified.
  • 47. RECOMMENDATIONS AND SUGGESTIONS Recommendation on online shopping They should provide complete information about their products and should make site simple so that common people can understand how to make purchase - As in online one purchase goods through credit cards but one can use the approach of cash payment during delivery - One can use more animation through which they can attract more customers - One can use the approach of credit points i.e. if one purchase for the first time they get credit points due to which if they purchase for the second time they can get discount of that much points. Due to which one increase the repurchase. Suggestions on online shopping Security for consumer's personal details.
  • 48. More details about the latest products and service information. Web site design can be easy to understand for consumer. No minimum purchase for free Shipping. Decrease the shipping misplacement. More offers for consumers. Recommendation on shopping mall One can use more animation through which they can attract more customers. They should provide complete information about their products and should make mall simple so that common people can understand how to make purchase. As in shopping mall purchase of goods through credit cards but one can use the approach of cash payment during delivery. One can use the approach of credit points i.e. if one purchase for the first time they get credit points due to which if they purchase for the second time, they can get discount of that many points. Due to which one increase the repurchase. Suggestions on shopping mall
  • 49. More products and services information for consumers. Free parking for consumers vehicles. Events for festivals. Proper emergency exit for people. Lotteries for who comes to shopping mall regularly.
  • 50. BIBLIOGRAPHY The information and data related to this project has been collected from the following sources: - WEBSITES: http://www.ijcsmc.com/docs/papers/June2013/V2I6201328.pdf https://en.wikipedia.org/wiki/Online_shopping https://en.wikipedia.org/wiki/Shopping_mall http://www.wsj.com/articles/survey-shows-rapid-growth-in-online-shopping-1465358582 http://www.shoppingnavigator.co.uk/benefits-of-online-shopping.php http://www.differencebetween.net/business/product-services/differences-between-online- and- traditional-shopping/ JOURNAL:  Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006).  Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004)
  • 51.  Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988).  Mahipal, D., (2018). E-commerce Growth in India.  Khosla, M., Kumar, H., (2017). Growth of e- commerce in India.
  • 52. QUESTIONNAIRE 1. What is your age? o 18-25 o 25-30 o 30-40 o Above 40 o Others 2. What is your gender? o Male o Female o Prefer not to say 3.What method of shopping do you prefer? o Online shopping o Mall shopping 4.Do you visit shopping malls? o Very often o Often
  • 53. o Rarely o No 5.Have you ever used online shopping? o Yes o No 6. How would you rate your experience in shopping mall out of 5? o 1 o 2 o 3 o 4 o 5 7. How would you rate your experience in online shopping out of 5? o 1 o 2 o 3 o 4 o 5
  • 54. 8. Which mall do you prefer the most for shopping? o Quest mall o Forum mall o City centre o Acropolis 9. Do you consider Advertisement as a source of information regarding to our product? o Yes o No 10. How was the packing of the product? o Good o Can be improvised o Not upto the mark 11. Is your product delivered on time? o Yes o No
  • 55. 12. How was the Customer Service Executive behaviour? o Polite o Rude 13. Reason for choosing First cry for Baby products? o Due to best product o Minimum price o Offers and Discount o All of the above 14. How much do you usually spend while shopping with First cry? o 500-1000 o 1000-5000 o 5000 and above 15. How was the billing experience? o Outstanding o Satisfactory
  • 56. o Good o Average 16. Availability of the product? o Yes o No 17. Which is the most common baby product you prefer to purchase from First cry? o Clothing o Toy o Footwear o Accessories o Personal care 18. Would you recommend First cry to others? o Yes o No 19. What would be your best payment while shopping online?
  • 57. o UPI/Razor pay o Debit Card o Credit Card o COD 20. How much do you usually spend while shopping in a month? o 100-1000 o 1001-5000 o More than 5000