A PROJECT REPORT ON

A STUDY ON CUSTOMER PERCEPTION TOWARDS ONLINE

GROCERY

Dissertation submitted in partial fulfillment of the requirements

for the award of the two-year full-time degree of
POST GRADUATE DIPLOMA IN MANAGEMENT
By
Ganesh Anand

PDGM22290

Under the
guidance of
Dr. Amit Kumar
(Associate Professor -Marketing)
G.L. Bajaj Institute of Management & Research

Approved by A.I.C.T.E., Ministry of HRD, Govt. of India

Plot No. 2, Knowledge Park-III, Greater Noida
PGDM BATCH-2021-23

DECLARATION

I hereby declare that “CUSTOMER PERCEPTION TOWARDS ONLINE

GROCERY” is the result of the Dissertationproject work carried out by me
under the guidance of Dr. Amit Kumar,Associate Professor- Marketing, in
partial fulfillment for the award of two-year full-time degree of
POSTGRADUATE DIPLOMA IN MANAGEMENTfrom GL Bajaj Institute
of Management. PGDM INSTITUTE, Greater Noida.
I also declare that this project is the outcome of my own efforts and that it

has not been submitted to any other university or Institute for the award of

any degree or Diploma or Certificate.

(Agli baar Comple formatting k saath dikhana)

Name: Ganesh AnandRoll No: PGDM22290

Place: Greater Noida
Date:
 G.L. Bajaj Institute of Management & Research

Approved by A.I.C.T.E., Ministry of HRD, Govt. of India

Plot No. 2, Knowledge Park-III, Greater Noida
PGDM BATCH-2021-23

CERTIFICATE

This is to certify that the dissertation titled “Customer Perception Towards

Online Grocery” is an original work of Ganesh Anand bearing Roll Number

PGDM22290 and is being submitted in partial fulfillment for the award of

two-year full-time degree of POST GRADUATE DIPLOMA IN

MANAGEMENT from G L Bajaj Institute of Management and Research

PGDM Institute, Greater Noida. The report has not been submitted earlier

to this University / Institution for the fulfillment of the requirement of a

course of study.
 ACKNOWLEDGEMENT

I owe my gratitude to many people who helped and supported me during the

entire Dissertation Report. My sincere thanks to Dr. Amit Kumar,

(Associate Professor - Marketing) the Faculty Guide of the project, for

initiating and guiding the project with attention and care. She always has been

available for me to put me on track from time to time to bring the project to

its present form.

I am highly thankful to the Director Dr. Sapna Rakesh of the institute for

her support, motivation and continuous efforts in providing us the better

learning environment and opportunities to groom ourselves as per the

expectations of the corporate world. Without her support, it would not be

possible for us to successfully complete our Dissertation Report.

I also thank all faculty members without whom this project would have been
a distant reality.

Ganesh Anand

Place: GreaterNoida

Date:
CHAPTER - 1
EXECUTIVE SUMMARY:

Customer perception towards buying groceries online is influenced by several key factors.
Convenience is a significant driver, with customers valuing the ease of ordering and home
delivery. Product quality and freshness are also crucial, as customers expect online groceries to
be of the same standard as those in physical stores. Price competitiveness, discounts, and
promotions play a role in shaping customer perception, along with the availability of flexible
delivery options and a user-friendly online platform. Trust and reliability are paramount, with
customers seeking assurance that their orders will be delivered accurately and on time. Other
factors, such as product variety, return policies, and health and safety concerns, also impact
customer perception. Overall, understanding and addressing these factors are essential for online
grocery retailers looking to attract and retain customers in acompetitive market.
Web and Data innovation have made colossal commitments for business change saw these days
everywhere. This has brought forth Web based business which includes a few pre buy and post
buy exercises prompting trade of items or administration or data over electronic frameworks, for
example, the web and the other Telecom organizations.
Breaking down the upper hand of Online business it is seen that Online business empowers less
complex, quicker and proficient deals. For non-industrial nations like India, Web based business
offers significant chance for development.
Internet business prompts a help for the ongoing financial slump. As India's online business
market is worth about Rs 50,000 crores in 2011. Around 80% of this is travel related (carrier
tickets, rail line tickets, inn appointments, online versatile re-energize and so on.).
Internet retailing contains around 15%. India has near 10 million web-based customers and is
developing at an expected 40-45% per annum.
The fast development of online business in India is being driven by more prominent client
decision and further developed comfort.
As its market entrance advanced rapidly all through the Coronavirus pandemic, so have clients'
assumptions. Online customers currently expect the help they get online to equal, or surpass, the
instore experience.
The task will initially concentrate on the mentality of clients towards internet shopping,
additionally deciding the variables which impact the customer to buy labor and products.
The last part of the task will portray the characteristics of internet shopping affecting the buy
choice by the respondent. It will likewise decide the issues in regards to web based shopping.
The third piece of the venture decides the buy choice concerning staple. It will decide the spot
inclination of shopping for food as for cost, quality, assortment, vicinity and offers/limits.
The undertaking will likewise suggest the business functional arrangement which works with
contracting showrooms with the nearby kirana stores. Replace task, venture with research paper
or study; client with customer; labor with services as highlighted in yellow

CHAPTER – 2
Write normal Introduction first
Then write industry overview
INTRODUCTION OF INDUSTRY:
The Web is impacting the manner in which customers shop and purchase labor and products, and
has quickly developed into a worldwide peculiarity. Many organizations have begun utilizing the
Web fully intent on reducing promoting expenses, accordingly decreasing the cost of their items
and administrations to remain ahead in profoundly cutthroat business sectors.
Organizations likewise utilize the Web to convey and scatter data, to sell the item, to take input
and furthermore to direct fulfillment overviews with clients. Clients utilize the Web not
exclusively to purchase the item on the web, yet additionally to look at costs, item includes and
after deal administration offices the will get in the event that they buy the item from a specific
store. Numerous specialists are hopeful about the possibility of online business. Notwithstanding
the colossal capability of the Web based business market, the Web gives a novel chance to
organizations to all the more effectively arrive at existing and likely clients.
Albeit a large portion of the income of online exchanges comes from business-to-business trade,
the specialists of business-to-shopper trade shouldn't lose certainty. It has been over 10 years
since business-to-customer Web based business previously developed. Researchers and
professionals of electronic business continually endeavor to acquire a superior knowledge into
shopper conduct in the internet.

Alongside the improvement of E-retailing, scientists keep on making sense of E-shoppers

conduct according to alternate points of view. A significant number of their examinations have
set new factors or suppositions which depend on the customary models of purchaser conduct,
and afterward look at their legitimacy in the Web setting.

Models of E-commerce

Business-to-Business (B2B): these can come uder normal introduction

B2B internet business is just characterized as internet business between organizations.
This is the kind of internet business that arrangements with connections between and
among organizations. Around 80% of web-based business is of this kind, and most
specialists anticipate that B2B online business will keep on becoming quicker than the
B2C section. Eg: indiamart.com, India business.com, tradeindia.com and so forth.

Business-to-consumer (B2C):
Business-to-purchaser online business, or trade among organizations and shoppers,
includes clients gathering data; buying actual merchandise (i.e., physical assets like
books or customer items) or data products (or merchandise of electronic material or
digitized content, like programming, or digital books); and, for data products, getting
items over an electronic organization.
It is the second biggest and the earliest type of online business. Its starting points can be
followed to internet retailing (or e-following). Hence, the more normal B2C plans of
action are the web-based retailing organizations, for example, flipkart.com
Amazon.com, snapdeal.com and so on.

Business-to-Government (B2G):
Business-to-government online business or B2G is for the most part characterized as
trade among organizations and the public area. It alludes to the utilization of the Web
for public acquisition, permitting strategies, and other government-related activities.
This sort of web-based business has two highlights: first, the public area expects a
pilot/driving job in laying out web-based business; and second, it is expected that the
public area has the best requirement for making its obtainment framework more
compelling.

Online buying approaches increment the straightforwardness of the obtainment

interaction (and lessen the gamble of inconsistencies). Until this point in time, be that
as it may, the size of the B2G web-based business market as a part of complete internet
business is unimportant, as government e-obtainment frameworks stay lacking.

Consumer-to-Consumer (C2C):
Purchaser to-shopper internet business or C2C is just trade between confidential people
or customers. This kind of online business is described by the development of
electronic commercial centers and online sales, especially in vertical enterprises where
firms/organizations can offer for what they need from among different providers. It
maybe has the best potential for growing new business sectors. Online closeout locales
eBay, Hurray! Barters are several instances of C2C sites.
M-commerce:
M-trade (portable business) is the trading of labor and products through remote innovation i.e.,
handheld gadgets like cell phones and individual computerized associates (PDAs).

Portable Trade is any exchange, including the exchange of possession or privileges to utilize
labor and products, which is started and additionally finished by utilizing versatile admittance to
PC interceded networks with the assistance of an electronic gadget.

Mobile Commerce in India:

Mobile is developing in India with in excess of 800 million supporters the nation over. The
progression as far as reception of PDAs with 3G empowered administrations is occurring at a
fast speed. This obviously has cleared a path for versatile promoting, portable application
improvement and versatile business in India. As per Buzz City’s most recent report, India is top
performing portable publicizing area in the entire of Asia. The development in versatile
publicizing worldwide is gigantic with promotions served on a year-on-year development of
139%. Concerning some calculating, in excess of 126 billion promotions were served in 2011,
contrasted and 52 billion out of 2010.

In India, Versatile Business is still in the improvement stage as the utilization of cell phones for
completing exchanges is extremely restricted. Be that as it may, the improvement is occurring at
a pleasant speed and before long, Versatile Trade is probably going to cause its presence to feel
as organizations and organizations have begun figuring out the advantages of Portable Business.
A portion of the organizations have even integrated this innovation. Airtel, ICICI, Dependence
are a portion of the organizations/organizations that are involving this innovation as their clients
are permitted to make restricted buys from their telephones. For the present, the clients are
essentially permitted to cover telephone bills, service bills, book film tickets, book travel tickets
with their mobile phones.

Notwithstanding, more administrations will be presented before long. Security is one of the
primary worries of Portable Trade as it's vital to offer secure exchanges and this is the
justification for why Versatile Business is still in the advancement progressively ease in India.
For the time being, clients are chiefly permitted to do Versatile Banking for example to get to the
financial balance with a cell to take care of the service bills. With the ongoing pace of
improvement, clients will be before long permitted to buy items, promote, to partake in sales and
take care of bills with the assistance of a PDA, while they are progressing.
Online Shopping in India:
The Indian economy is scheduled to develop by vertically of 6 % yearly in the
following couple of years which is among the most noteworthy paces of any enormous
arising economy. What's more, a considerable amount of this development would be on
the rear of homegrown utilization of labor and products. Web based business is arising
at an extraordinary level given that coordinated retail is as yet not pervasive across the
length and expansiveness of the country with enormous corporate store making up
under 10% of the market.
Online business is assisting individuals in more modest towns in India with getting to
quality items and administrations like what individuals in the bigger urban areas
approach. It's being estimate that near 60% of online customers would come from past
the main eight enormous urban communities before the current year's over. Expanding
web entrance has assisted with growing the potential client pool. Web entrance is just
around 10% (or around 121 million clients) as against around 81% in the US and 36%
in China. Anyway, this number keeps on ascending at a steady speed due to falling
costs for broadband associations.

Indians are likewise progressively taking to cell phones for search as well as shopping
too. The quantity of cell phone clients is quickly expanding in India and with 4G
administrations going to remove it's supposed to get considerably more individuals
moving on the web. There are presently around 900 million versatile endorsers and this
number is supposed to contact 1.2 billion by 2015. Of these around 27 million are
assessed to be dynamic versatile web clients. All the more critically, 20% clients
showed goal to purchase items through their cell phones as against the ongoing 4% and
this number is supposed to increment in the following a few years as it were.

Development is helping web based business organizations break the latency for internet
shopping by offering advantages to clients not customarily accessible in a physical
store. Plans of action incorporate no inquiry posed to return strategies going from 7
days to 30 days, free item conveyances and the business elements evolving "money
down" model. The last development has truly opened the potential as individuals can
now arrange items and pay when they get actual conveyance of the item.
This has been a huge achievement since Indians are as yet hesitant to give their
credit/charge card subtleties on the web and need to have the mental solace that they
would really get the item whenever installment has been made. These advancements
have prompted further advancements downstream as auxiliary organizations are
creating to help these drives. A few organizations have started to foster help
components for the whole money down model and are attempting to arrive at the
remote of India, remembering for the insides where customary planned operations
organizations are as yet not totally present. The coordinated factors organizations are
additionally supporting their demonstration and have begun to assemble explicit
verticals and ability to address the necessities of web-based business organizations.

Divyan Gupta is the Pioneer and President of Keshiha Administrations Pvt. Ltd, an
organization with interests in the web, telecom, medical services, schooling and
cutting-edge innovation organizations has expressed that acknowledgment of web-
based shopping as a solid shopping mode has likewise assisted with expanding online
business take-up.

Right now, something like 10 million individuals do online exchanges out of a

surmised populace of 200 million credit and check card holders. Anyway, the most
recent industry report by First Information Partnership and ICICI Vendor
Administrations show that there are around 150 million clients that are prepared for
web-based business.

All the more significantly, the report shows that metropolitan Indian buyers are
currently sufficiently sure to make online acquisition of up to US$500 as against
US$40-100 in the new past. So not exclusively are the quantities of web-based
customers projected to increment yet there has been a genuine expansion in the all-out
esteem being spent on the web.

So, what occurs next for an industry which is retailing everything on the web from
blossoms to child items to books, coupons, clothes, music and electronic things to even
houses, vehicles and gems? While this online business play isn't similar to the prior
website bubble, there are obvious indicators that request may be coming in the midst of
all the commotion that is out there.

Initial a sluggish yet certain union is beginning to occur in the business. Specialists
express that throughout the following 12-year and a half there would be several multi-
item generalists who might find success alongside a forerunner in single item
classification.
Second, Financial speculators are beginning to be selective about which business to put
resources into, putting together their choices with respect to execution rather than
future forecasts. Valuations which went through the rooftop are presently getting back
to ordinary levels. As per an Avendus report, about US$829 million was siphoned in
the area in the initial 10 months in 2011. Anyway, this came down to US$16 million in
December 2011 and went up just barely to. US$24 million in January of this current
year.

Notwithstanding all of this, it's been an exceptionally noteworthy story up until this
point. The perfect example of the Indian web-based business industry is Flipkart.com, a
4 year old endeavor which displayed itself afterAmazon.com and is now telling a
valuation of US$ 500 million and is focusing on incomes of US$1 billion in the
following a few years. All of this has grabbed the eye of Amazon.com which entered
the market in February this year. It came in through Junglee.com, a cost examination
site and is now among the best 10 destinations in the country. Everybody is hence
attempting to underwrite before the 800 pound gorilla comes in completely on its own
as would be considered normal to be at some point around Q3/Q4 this year.

There is enormous interest for first rate proficient grade web 2.0 consultancy and
improvement. Not very many organizations have a drawn out vision around client
procurement, maintenance and steady discussions. Much more should be possible in
understanding the linkages among plan and usefulness in light of client experience and
social coordination. Notwithstanding, to prevail in an extreme market like India your
organization should be available to long haul vital organizations as opposed to a
forthright "pay for administrations" model. The potential gain would merit its weight.

India has in excess of 3,311 running web based business communities, as per research
led by eBay India for its 2011 registration. The Indian web is obfuscated with web
based business (B2B, B2C, B2G, and C2C type plans of action) new companies and
expanding like mushrooms on the yard.

India-an impending super power has in excess of 100 million web clients which
continues to develop by presentation of 2G and 3G. They need to be online consistently
by any web empowered devices. Individuals are moving from road dealing to online
web haggling. The normal Indian Mindset of ''seeing and accepting" or "how it will
look" is changing by presenting some imaginative plans of action like "money down"
by significant internet business destinations.
Shopping has been a fixation of ladies across the globe. Another shop in the area,
another shopping center nearby, another brand sent off - ladies are first to be aware and
first to go. With regards to shopping, ladies are more coordinated (45% of ladies come
to retail locations with shopping-records when contrasted with 27% of men),
regularized and they show a few unmistakable patterns in their purchasing ways of
behaving. A lady is bound to invest energy in a retail location (29%) when contrasted
with her male partner (23%).
At the point when a lady visits a retail location or any actual retail location she will
consider a couple of significant factors, for example,

● How conveniently the store is located

● Behavior of the staff
● Cleanliness (most of women are obsessed with it)
● Products put at an easy reach so that she can check the label, feel it (if required)
and physically compare it with a similar product from a different manufacturer
● Overall aesthetic decoration of the store
● And most importantly - freebies and discounts available with the products

Naturally, the same woman when she visits an online retail store will look for these
factors in her subconscious mind. She would love to get the same feeling as she derives
from the environment of her favorite retail store. She will unknowingly demand these
from your online shopping store. She would choose to stay and buy from your online
store if you can meet the following:
● Save time: You should give her the navigational freedom and easy roam around
options in your store; give her instantly whatever she wants.

● Get a better selection: Your product should be the best in the designated price
bracket

● Complete product details: Do not describe your products in single words; give
as much detail as possible.

● Better value/offer: Your freebies should be 'useful' enough and the discount
should be noticeable

● Logistics: You must deliver the product right at her doorsteps and nowhere
else!

● Flexible return policy: Many times, a woman takes a second opinion and you
should respect this nature. Be flexible if she asks you to replace what she has
bought.
It is now conceivable for the modest neighbourhood grocery store to become digitised and
accessible on your smartphone, tablet, or computer, demonstrating that no segment of the retail
market is exempt from the online buying revolution. Imagine not having to wait in lengthy
checkout lines, determine how many items you have in order to use the Fast Lane, leave your
grocery list at home, or lug hefty bags up your front steps. Internet grocery shopping is
fundamentally altering how consumers interact with the food industry and turning a service that
might have formerly seemed opulent into a common convenience.

Online Grocery Shopping (Add more content as this the topic)

Proving that no sector of the retail market is safe from the online shopping revolution,
it is now possible for the humble hometown grocery store to become digitized and
available on your smartphone, tablet, or computer. Just think: no more long checkout
lines, counting the number of items to see if you qualify for the Express Lane,
forgetting your grocery list at home, or carrying heavy bags up your front steps. Online
grocery shopping is dramatically changing the consumer's relationship with the food
market and making a service that may have once felt luxurious into an everyday
convenience.

Ordering Food Online (Food is not your topic…your topic is grocery)

An online grocery store is a website that allows users to purchase food over the Internet
to be delivered to the person at a later time. Ordering food on the Internet is similar to
ordering any other product--the desired food items can be searched for specifically, or
one can browse through listings of products or sections, similar to sections one might
walk through at an actual grocery store. The products offered by an online grocery store
are identical to a normal grocery store. When one has finished shopping, checkout is
made with a credit card, and the buyer must specify certain hours that he will be
available to receive the food for delivery. Since Internet groceries must deliver the food
to the customers, they typically pay a fee for delivery based on the amount of food they
buy.

Benefits of Online Grocery Shopping (Add auher references in each

paragraph everywhere in Introduction and LR))

The primary benefit of online grocery shopping is convenience. By ordering online,

one can quickly search for the products she needs and order them without having to
physically walk through expansive aisles. It also saves travel expenses and time going
to the grocery store. Considering the wide availability of the Internet, it also means
grocery shopping can be done from remote locations or in the middle of doing other
tasks. For instance, using an online grocery store can allow a person to do all her
grocery shopping during her lunch break at work. It is also very useful for those
without a car or who may be physically unable to move around easily, since the food is
delivered right to their doors. The use of online-based grocery stores is increasing in
popularity as more and more people become comfortable with using the Internet to
make purchases.

Disadvantages of Online Grocery Shopping

Perhaps the largest disadvantages of shopping online are that it costs extra money,
since food must be delivered, and that the food ordered is not obtained immediately. If
someone were making a certain recipe and discovered he needed an additional
ingredient, he would probably not be able to order it online and get it quickly enough to
finish his dish. In the same way, it forces a person to plan his food buying in advance of
when he will need it--if delivery will take a day or two, a person needs to plan to have
an extra day or two of essential foods available before he runs out. Another
disadvantage is that online shopping forces the customer to be home during a certain
period to collect the food when it is delivered. Also, online grocery stores will often
only cover specific delivery areas.

How Does Online Grocery Shopping Work? ( sequence is not right,

benefit k baad kyu likh rahe ho….ya to pehle likhte)

Following are the basic parameters that determine the working of online grocery
shopping.

Creating the Website

The most important part of online grocery shopping is the website itself. The website
should have a complete list of groceries that are able to be delivered as well as the
prices for each item. This website should then have a "shopping cart" where a user can
add items to a list of things to be ordered, as well as view and edit items that she is
planning to purchase. Finally, this website should have the ability for the user to enter
her address and pay for the order.

Filling the Order and Shipping

The next step is to take the submitted order and use it to collect and deliver the items on
the list. In general, fulfillment of the grocery order needs to be done manually by a
stock boy or other employee.
This process can be made easier by having a well-organized room where the products
can be easily and efficiently located. The stock person should also check to make sure
that the items placed in the order match the list that the user created.

Then, once the order has been compiled, the collection of food needs to be placed in a
vehicle and delivered to the customer.

Restocking and Processing Payments

Clearly, it is critical to ensure that all the items listed on the website are in stock and
able to be shipped. As a result, the stockroom needs to be carefully checked to ensure
inventory levels are sufficient.

Also, it is important to have the ability to obtain and process payments made by credit
card. Also, in order to encourage repeat customers, it can be helpful to require
customers to have a username, which would allow information to be stored. This can
also help create "suggested" carts of food items they commonly purchase.

An online grocery store is a website that enables customers to order groceries online for delivery
to their homes.

Indian Players in Online Grocery Shopping

BLINKIT:
Blink Commerce Private Limited, d/b/a Blinkit and formerly Grofers, is an
Indian instant delivery service. It was founded in December 2013 and is based out
of Gurgaon. Customers of the company use a mobile application to order groceries and
essentials online. Blinkit's employees then secure the items from their warehouse and
deliver the items to the consumer within 10 minutes. By November 2021, the company
was delivering 1.25 lakhs order every day. Blinkit currently operates in more than 30
cities in India. As of 2021, the company has raised about US$630 million from
investors including SoftBank, Tiger Global and Sequoia Capital.
Blinkit was established in December 2013 by Albinder Dhindsa and Saurabh Kumar as
Grofers. Having met each other while working for Cambridge Systematics during the
last part of the 2000s, they collaborated to enter the basic food item conveyance space.
Their objective was to tackle the issues (both on client as well as vendor end) related
with the chaotic idea of the area. The startup directed in Delhi NCR prior to arriving at
different urban areas in India.

Following seven years of tasks as a web-based staple conveyance administration,

Blinkit presented express staple conveyance in India, by building dim stores across
urban areas. In July 2021, the organization revealed conveying more than 7000 regular
food items in a short time in Gurgaon. After a month, in August 2021, it presented 10-
minute conveyance in the best 12 urban communities, subsequent to finishing more
than 20,000 under-15-minute conveyances each day across 10 urban areas. On
December 13, 2021, Grofers changed its image name to Blinkit in accordance with its
vision to embrace fast business.

On 10 Walk 2022 Blinkit terminated 1,600 representatives or 5% in the event that its
complete labor force with an end goal to cut copy rate, following this Zomato conceded
a US$150 million credit to Blinkit, during a similar time Zomato had conversation with
Blinkit in regards to a securing through share trade bargain. Zomato had obtained a
10% stake in organization the year earlier. Following various conversations on 24 June
2022, Zomato reported its procurement of Blinkit for US$568 million in an all-stock
arrangement. The obtaining was finished on August 10, 2022.

FRESH N DAILY:
 Fresh N Day to day is Mumbai's most memorable internet based leafy foods store. Our
undertaking is to support you at the solace of your home with the most ideal quality
items and at the best costs.

They get products straightforwardly from the ranchers/brand proprietors and guarantee
there are no delegates. Besides, in contrast to an actual store - grocery
store/neighborhood kirana store/sabziwala - we are an internet-based store. This
implies that the expense structure is extremely lean: low rental expenses, low labor
costs, low overheads and so on. The costs are accordingly the most serious.

Thirty-year-old Vikas Chauhan, who quit an IT organization, has a conveyance van

that secures vegetables from neighborhood mandi, brands them with FreshnDaily
bundles and conveys to regions it has recognized as key zones. It has only two
conveyance young men who supply in key zones. For the rest, it is restricted with little
niches and corner shops. At Ghatkopar, for instance, the partner of the corner portable
re-energize shop gathers the vegetables from the conveyance van and conveys them
house to house. FreshnDaily pays the task kid a month to month compensation and the
portable shop gets the kid's administrations for nothing. The shop even gets a
motivating force when conveyances cross Rs 5,000 per day.

JIOMART:
JioMart is an Indian e-commerce company, headquartered in Navi Mumbai, Maharashtra, India,
that started as a joint venture between Reliance Retail and Jio Platforms. The company initially
focused on online groceries sales before expanding into other product categories such as fashion,
home essentials, and lifestyle products.
The stage was delicate sent off in December 2019. A pilot was at first sent off in select areas of
Navi Mumbai, Thane and Kalyan in April 2020. In May 2020, JioMart was completely sent off
in 200 urban communities and towns across India. Inside a couple of days of it send off, the
JioMart application outperformed 1,000,000 downloads.

In October 2020, JioMart consented to an arrangement with Infibeam’s Roads. Under this
arrangement, Jio will utilize Infibeam's answers for power its internet business and advanced
installments administrations.

In August 2022, JioMart consented to an arrangement with Facebook to send off very first start
to finish shopping experience on WhatsApp. Under this arrangement, Jio will utilize WhatsApp's
visit answers for power its shopping for food administration in India.

ZEPTO:
Zepto is an Indian q-commerce company focused on grocery and food delivery. Founded in 2020
and launched in July 2021, Zepto became well-known as one of the fastest growing technology
startups in Indian history.
CEO Palicha started Zepto with CTO Vohra in 2020 when they were 17 years old. They
previously built a ride-hailing service in Dubai together which was acquired by a local
firm. Palicha and Vohra decided to skip college, instead raising their first external capital from
Contrary (venture capital firm), which offered to invest in the duo in lieu of attending Stanford
University.
Palicha and Vohra initially marked their organization as KiranaKart and zeroed in on working
with staple conveyance by cooperating with nearby kiranas, yet that approach didn't build up
some decent forward momentum. They additionally took part in Y Combinator's gas pedal
program while working out the main adaptation of their application. In 2021, they rebranded to
Zepto and verticalized their activity, fabricating an organization of Dull store that can convey to
nearby clients in less than 10 minutes by and large.

All through the accompanying year and a half, Zepto raised more than $360 million across 4
gathering pledges adjusts, and made north of 100 functional center points across India.

In April 2022, Zepto sent off Bistro, an extra assistance zeroed in on conveyance of espresso and
prepared to-eat food.
YOU HAVE NOT ADDED BIG BASKET DESPITE THE SUGGESTIONS
CHAPTER - 3

LITERATURE REVIEW

Throughout the long term, innovation has taken a tremendous turn. As an aid, nearly all that has
been made accessible to individuals on the web. Online Basic food item being one of them. For
individuals to adjust to a change the process can't be rushed. It was observed that cost
cognizance, comfort, assortment and simple installment choices were a couple of elements that
influenced the buyers to shop on the web. Nonetheless, a large portion of the purchasers were
stressed over the security of their installment subtleties. (Gurleen, 2012) Vague Introduction hai
LR ka….padhte nahi ho khud tum……kis context me bol rahe ho kisi ko pata hi nahi chal raha
hai)
Online staple administrations have been attempting to take a hold in the market anyway because
of the absence of accessibility in an area and because of the customary propensities for the
purchasers, an enormous crowd has not had the option to acquire its advantages. It was seen that
individuals use OGS because of the apparent usability. By and by, online shopping for food is as
yet another idea and, in this way, individuals can't connect with it or they don't have a reasonable
comprehension of the dangers implied in it. (Sherah Kurnia, simulated intelligence Wen Jenny
Chien, 2003) referening is not correct.
As online basic food item benefits have not had the option to take special care of the provincial
regions and towns, the mindfulness about the equivalent is additionally restricted in such regions.
There is an enormous part of the crowd who is uninformed about such administrations.
Tremendous contrasts were found in different segment qualities with respect to the attention to
the OGS. Factors that affected the choice of the purchasers significantly were viewed as seen
risk, saw cost, saw comfort and saw satisfaction. (Ajit Kaushal, 2015) Online food tumhara topic
nahi hai
Tatiana Marceda Bach (yaer?????referencing not correct) distinguishes the impact of three
inactive develops that could influence online buy ways of behaving and furthermore recognizes
chances related with the inert and its consequences for purchasers purchasing conduct. The need
to reconsider the procedures embraced by organizations that sell online to lessen gambles and
thusly increment trust in direction were featured. (Veiga, 2020).
"E-commerce: A boon for the current economic downturn"

First Data Corporation and ICICI Merchant Services, has laid down some facts that
the ecommerce market in India had clocked close to Rs 50,000 cores by the end of
2011.(Jonathan Taylor 2001)

Even though there are less than 10 million internet users who are actually engaging in
ecommerce activities, there are about 150 million internet users in India or around 75
million households that are ready for e-commerce.

With entry and operational costs being comparatively low than the other countries like
US, the second half of 2011 and the beginning of the current calendar have seen the
launch of a good number of new e-commerce sites spanning across a variety of
businesses - women's fashion, men's fashion, shoes, followed by accessories, groceries,
sports, toys, home furnishings, jewelry, automotive, bicycles, electronics and electrical
equipment etc.(Eva Antilla 2003)

Key drivers for success for e-commerce

Reduction in operational cost as the entire business can be moved online, the need for
physical stores has become obsolete. Less infrastructural investment and associated
labor costs drives up the profit margin.(Jason Thomas 2002)

It is far easier and quicker to compare prices of goods online, equipping the customer
with the information to decide the right price or terms for themselves. With services
like COD, customers can trust the process of going online and purchasing.
Market penetration also becomes far more achievable with e-commerce; it is possible
for a merchant in Mumbai to extend his reach to north-eastern cities or even rural
villages that are now connected by the online network.(Marie Alan 1999)

E-commerce facilitates shopping anytime, anywhere and for almost anything desired.
Busy consumers prefer this to the restrictions of when a mall/shop is open and the need
to physically travel to a shop. Online business takes shopping a step further by taking
itself to the customer creating conveniences of shopping anywhere and at any time.
In India, with the increasing propensity of social media, businesses have now begun to
engage their customers on social networking portals such as Facebook. These are likely
to be rapidly developing marketing channels for the future.
LR nahi mzzak kiya hai tumne………..kuch bhi add nahi kiya hai jo bola tha……
serious ho jao…SIP to maine jaise taise approve kar diya tha but Dissertation bulkul
bhi nahi karunga…..mind it) Bolne k baad bhi koi factors identify nahi kiya tumne.
Agli baar khud aana.

CHAPTER – 4
OBJECTIVE OF THE STUDY:

• To study attitude of customers towards buying groceries online (attitude pe

likha hai koi LR)

• To find out the preferences of the consumer regarding the attributes of online
shopping websites. (No LR on this available)

• To identify the issues faced by the user while online shopping.

Scope of the research:

• To determine which factor influences the consumer to go for online shopping

• To find out which feature of the website attracts the user to purchase the
groceries online.

• To find out whether grocery online shopping is beneficial for the user.

• To analyze which factors, influence the user to buy online groceries.

Limitations:

The first limitation caused during the market research was to find out the respondent
who shop online and are web savvy.

The second limitation caused during the research was searching the women respondents
who shop grocery products along with the experience of online shopping

Another limitation caused in the market research was that the research will only study
the consumer perception towards online grocery shopping and not the dealers,
wholesalers or retailers' perception towards online shopping which acts as an agent to
the online retail industry to support its business operations.

Research Design and Methodology:

The sources of data used in this project report are both primary and secondary data.

Primary data

Primary data consists of original information gathered from a sample size of 102
respondents residing in India. (puri India se data liya hai aapne?)

Secondary data

Secondary data consists of information that already exists and that was collected in the
past for some other purposes.

Sources of secondary data are as follows-

Economic times
Mckinsey.com
Think global health

Parameters of Interests:

The major parameter of interest is the subgroup of people who are working
professional and web savvy having an experience in online shopping. The two other
subsidiary parameters of interest are:
The respondent should also have experience grocery shopping. And the female
respondent who has an online shopping experience. (Kya hai ye???)

Sampling Technique: ………………………………………………(jaise

………diya tha waise hi hai……likha bhi nahi)

TARGET AUDIENCE: -

A target audience is a group of people identified as being likely customers of a

business. Over here the target audience are taken while working, having an experience
in online shopping and are ready to adopt changes. Also, women respondents are taken
as they are the user who shop for grocery items than the male. (Only Women???) are
you sure????
Data Collection Tool Used:

Questionnaire
The data collection tool used for the research is “Questionnaires" to get the primary
data for the empirical research on consumer preference on online grocery shopping.
The Questionnaire which is attached in the next page consists of a number of questions
printed in a definite order on a form which the respondents read.
TOOL USED FOR ANALYSIS??????? Bina in sab ko thik kiye Phone mat
karna….correct it and meet in person

Questionnaire dekhne ka koi matlab hi nahi hai jab LR hi nahi likha thik se
CHAPTER – 5

DATA INTERPRETATION:
According to this survey, most of the respondents are of 18 – 24 years that means most of
the respondents are youth.

According to this, most of the respondents are Male.

According to this, 50% or respondents are student, 45% are employee and only 5% are in
business.

AA

According to this, 37.5% of respondents prefer buying groceries from Local kirana, 37.5%
prefer online buying and 25% respondents prefer Super market for purchasing groceries.
According to this, it shows that 100% of respondents are aware about Online grocery
services.

According to this questionnaire, 90% of places are there where online grocery services are
available but 10% of the places are still left where online services are not available.
According to this, 55% of respondents purchase groceries online weekly, 35% are those
who purchase monthly and 10% are those who purchase the groceries on a daily basis
through online platform.

According to this, 52.5% of respondents are influenced by the convenience of the online
grocery services, 30% of respondents find online groceries time saving, 10% of respondents
are influenced by the cost variety of online groceries and 7.5% of respondents feel safe
about purchasing groceries online.
According to this, 61.5% of respondents prefer Blinkit for their online grocery shopping,
20.5% prefer Jio mart, 15.4% prefer FreshnDaily for their shopping.

According to this, 62.5% respondents find home delivery to be an attractive part of online
groceries shopping, 22.5% find discounts and offers more attractive, 15% of respondents
find varieties more attractive while shopping for online grocery.
According to this, 47.5% of respondents feel online grocery shopping as an alternative,
37.5% of respondents feel online grocery shopping as an additional offer and 15% of
respondents find it as a replacement.

According to this, 92.5% of respondents are satisfied from online grocery services.
According to this, 35% of respondents have issues of physical examination while
purchasing groceries online, 32.5% of respondents have guarantee issues, 17.5% of
respondents have price related issue, 12.5% of respondents have issues regarding security
while purchasing groceries online.
CHAPTER – 6
Conclusion:

 From the above data analysis it can be conclude that

consumer buys goods from the online shopping website on
the basis of factors like offers and discounts, variety of
product available, free home delivery, website user
friendliness and cash of delivery payment option.

 From the above data analysis, it can be determined that

most of the respondent would agree to buy grocery online
rather than shopping of grocery with the traditional method.

 Out of the agreed respondent to buy online grocery, most of

the respondent would think that it would be beneficial to
shop grocery online on the basis of factors like easy to
order, variety, discounts/ offers, saves time and avoid long
queues and safety.

 The recommended business operation will not only

beneficial for the consumer but also to the firm, as it allows
the firm to maintain its low operating expenses and for the
consumer.

 The future of India’s online grocery sector looks promising even

given it drawbacks that are being continuously overcome by current
participants, which is an opportunity to make significant profits.

 As many respondents are facing issues in the physical

examination and guarantee of the product thus this is
necessary for buildings consumer loyalty as they must trust
the website they are purchasing from.
CHAPTER- 7

FINDINGS-

• Mainly respondents are male in terms of online grocery shopping and we can clearly
see that in the age group of 18-24 there are mainly students who buy groceries online.

• From the data collected we can clearly see that there is an increase in number because
of the availability of online groceries service in most of the areas.

• Physical examination and price are the most common issues faced by the respondents.

• Mainly respondents are agreed by the home delivery and variety of products for
buying groceries online.

• Out of the respondent 48 percent people are seeing it as an alternative while the rest
are seeing it as replacement and additional value.

• Out of the respondents, mostly respondents are happy and they ordered the online
groceries in weekly mode.

• From the above data collection, we can determine most of the respondents agree to
buy grocery online if the option is given.

• The data also determines the factors which will be beneficial for the consumer to shop
grocery online which are a variety at one shop, saves time and avoid long queues

• No guarantee of the quality of the product and the lack of physical examination are
two things that the customers see as a hindrance in the online grocery shopping
platforms.

• Though online grocery services are available in most of the cities, it lacks approach in
the rural areas. This means that there is still a large audience that is not being targeted
by the industry. People have started to adapt to the new way of buying groceries.
However, a larger chunk still believes in the traditional methods of buying groceries.

• Though online grocery services are available in most of the cities, it lacks approach in
the rural areas. This means that there is still a large audience that is not being targeted
 by the industry. People have started to adapt to the new way of buying groceries.
However, a larger chunk still believes in the traditional methods of buying groceries.

• India’s online grocery sector looks promising even given its drawbacks that are being
continuously overcome by current participants, which is an opportunity to make
significant profits.

• With over 400 million mobile users, the growth rate will be exponential. The ability
of the mobile phone to provide access anywhere and anytime will change the way
people shop in the future.
 CHAPTER – 8

RECOMMENDATIONS

Business Operational

When it comes to operational aspects of the business, the firm should

consider the following business operation model:

• Instead of going the regular eCommerce way of Grocery shopping, the

firm should start up by bringing existing retailers online.

• For the purchase of the grocery item user can choose their nearby
Kirana Store from the listed stores along with a convenient time of the
delivery.

• The local store would be informed about the order and it would be
delivered to the address at the time mentioned with the payment of
cash only on delivery.

Following are the important aspects of the proposed business plan:

• The firm will have a low operating cost compared to other online
grocery websites, as they don't have to stock any inventory of grocery
products.

• The firm's main cost will include the cost of dealerships from the local
retailers.

• Other costs will include the cost related to website designing, HR

personal, computer database hardware & software, building cost etc.

• It will allow the firm to eliminate the cost of brand loyalty of the
branded grocery item which reduces the operating cost to a great
extent.

-It will develop a better relationship between their neighborhood retailer

and the consumers.
-It will allow more user interference, when the consumer can order their
groceries from the trusted local retailer, than an unknown player in the
market.
Also it will protect the local retailer from diminishing from the market due
the presence of supermarkets and foreign players in the market.
-In order to increase the productivity of the site, the firm should offer special
discounts with respect to seasons like Diwali, Ganapati, Holi etc., also
special packages should be created as monthly ration.
CHAPTER -9
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• http://www.firstpost.com/tech/indias-e-commerce-market-to-touch-260-bn-
by2025report-255350.html

• http://online.wsj.com/article/
SB10001424052702303816504577308652286295634.ht ml

• http://www.businessworld.in/businessworld/businessworld/content/Services

Economy-Moves-Online.html?storyInSinglePage=true

• http://trak.in/tags/business/2011/08/23/india-online-internet-users-
surveyreport2011/hub/2012/03/the_sizzling in.html

• http://www.imediaconnection.in/article/806/Research/mobile -commerce-
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• http://informationmadness.com/blog/965-mobile-commerce-in-india.html

• http://www.sooperarticles.com/business-articles/e-business-articles/
keysuccessonline-retailing-appealing-women-128808.html

• http://blog.dreamstarts.in/survival-of-e-commerce-startups-in-india/#more-
161 http://www.vccircle.com/500/news/grocery-e-tailing-start-ups-a-dime-a-
dozen-but investors-war.