A STUDY OF CUSTOMER PERCEPTION FOR A DIGITAL

MARKETING
Submitted in partial fulfillment of the requirement for the award of

BACHELOR OF COMMERCE
By
ABINAYA. M
39740043

BACHELOR OF COMMERCE

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC I 12B Status by UGC l Approved by AICTE

JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI - 600 119

MAY 2022
I
 SCHOOL OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of ABINAYA.M
(39740043) who has done the Project Work entitled “A STUDY OF CUSTOMER
PERCEPTION FOR A DIGITAL MARKETING ” under my supervision from
December 2021 to February 2022.

Dr. SUDHA PAUL

INTERNAL GUIDE EXTERNAL GUIDE

Dr. BHUVANESWARI.G
Dean , School of Management Studies

Submitted for viva voce Examination held on

Internal Examiner External Examiner

II
 DECLARATION

I ABINAYA.M (39740043) hereby declare that the project report entitled “A STUDY
OF CUSTOMER PERCEPTION FOR A DIGITAL MARKETING” done by me
under the guidance of Dr.SUDHA PAUL is submitted in partial fulfillment of the
requirements for the award of Bachelor of commerce.

DATE: 26/03/2022 ABINAYA.M

PLACE: CHENNAI SIGNATURE OF THE CANDIDATE

III
 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management of SATHYABAMA

for their kind encouragement in doing this Project and for completing it successfully. I am grateful to
them.

I convey my sincere thanks to Dr. G. Bhuvaneswari, MBA., Ph.D., Dean - School of

Management Studies and Dr. A. Palani, M.Com., M.Phil., M.B.A., Ph.D., Head of the Department,
School of Management Studies for providing me necessary support and details at the right time
during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project Guide Dr.SUDHA
PAUL for her valuable guidance, suggestions and constant encouragement paved way for the
successful completion of my Project Work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the School of
Management Studies who were helpful in many ways for the completion of the project.

ABINAYA.M

IV
 ABSTRACT
The growing use of Internet in India provides varied opportunities for online shopping from both
customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting
online Indian behavior, the relationships between these factors and the type of online buyers, they can
further develop their marketing strategies to convert potential buyers into active buyers while retaining
its original customer base. This study focuses on the factors which online buyers takes into
consideration while shopping online. This research will help in finding the impact of e-market on
customers’ purchasing patterns and how their security and privacy concerns about online marketing
influences their online buying behavior. The study will further encompass the various important inputs
which will equip the marketers for creating online marketing more lucrative and assured by adding
value to the existing services. Keywords—E-Commerce, Online Consumer Behavior, Consumer
Perception, Customer Relationship E-Commerce can be defined as the process of transferring goods and
services between a buyer and a seller using the internet as a medium of trade. Every year, a new digital trend
emerges, and marketers must remain on top of the developments in order to readily embrace new
technologies and stay ahead of the competition. Search by voice, Smarter graph, Micro motions, Marketing
in virtual reality, more stories, more live videos artificial intelligence, machine learning Email marketing that
is based on engagement Detailed lead profiling Push notification from Brower, Personalization of content.
The objective of the study is to study the theoretical framework of consumer perception towards digital
marketing

V
 CONTENTS

CHAPTER TITLES PAGE

NO NO

I INTRODUCTION AND RESEARCH DESIGN 1

II REVIEW OF LITERATURE 6-8

III PROFILE OF THE STUDY 9-14

IV ANALYSIS AND INTERPRETATION 15-56

V FINDINGS, SUGGESTION AND CONCLUSION 58-60

ANNEXURE 61-62

BIBLIOGRAPHY 63

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 LIST OF TABLES

TABLE NO. DETAILS PAGE NO.

4.1 Table Showing Age of the Respondents 15
4.2 Table Showing Gender of the Respondents 17
4.3 Table Showing Education Qualification of the
Respondents 19
4.4 Table Showing Family Income of the Respondents 21
4.5 Table Showing Maritial Status of the Respondents 23
4.6 Table Showing Occupations of the Respondents 25
4.7 Table Showing Type of Websites Using Online 27
4.8 Table Showing Customer Expectation of the
Respondents 29
4.9 Table Showing Interested of the respondents 31
4.10 Table Showing Attracts of the Advertisement 33
4.11 Table Showing How many Years Continue Online 35
4.12 Table Showing Which Pace you Are Access the 37
Internet
4.13 Table Showing Purchase of the Respondents 39
4.14 Table Showing Factors Influence In Purchase 41
4.15 Table Showing Feel About the Design of the 43
Product
4.16 Table Showing Satisfied With the Services 45
Provided
4.17 Table Showing the Product Purchase Through 47
Online
4.18 Table Showing Media of Advertisement in Highly
Influential 49
4.19 Table Showing Opinion Regarding After Sales 51
Services
4.20 Table Showing Aware About the Online Product 53

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 LIST OF CHARTS

CHART NO. DETAILS PAGE NO

4.1.1 Chart Showing Age of the Respondents 16
4.2.1 Chart Showing Gender of the Respondents 18
4.3.1 Chart Showing Educational Qualification of the
Respondents 20
4.4.1 Chart Showing Family Income of the Respondents 22
4.5.1 Chart Showing Maritial Status of the Respondents 24
4.6.1 Chart Showing Occupations of the Respondents 26
4.7.1 Chart Showing Type of Websites Using Online 30
4.8.1 Chart Showing Customer Exceptation of the 32
Respondents
4.9.1 Chart Showing Interested of the Respondents 34
4.10.1 Chart Showing The Attracts of the Respondents 36
4.11.1 Chart Showing How many Years Continue to Online 38
4.12.1 Chart Showing Which Place You Are Access the 40
Internet
4.13.1 Chart Showing Purchase of the Respondents 42
4.14.1 Chart Showing Factors Influence In Purchase 44
4.15.1 Chart Showing Feel About The Design Of The 46
Product
4.16.1 Chart Showing Satisfied with the Services Provided 48
4.17.1 Chart Showing Product Purchase Through Online 50
4.18.1 Chart Showing Media Advertisement In Highly 52
Influential
4.19.1 Chart Showing Opinion Regarding After Sales 54
Services
4.20.1 Chart Showing Aware About the Product 56

VIII
CHAPTER-1

IX
 A STUDY OF CUSTOMER SATISFACTION FOR A DIGITAL

MARKETING

CHAPTER-1

INTRODUCTION:

Digital marketing refers to advertising delivered through digital channels such as

search engines, websites, social media, email, and mobile apps. Using these online media

channels, digital marketing is the method by which companies endorse goods, services, and

brands.

Digital marketing, also called online marketing, is the promotion of brands to connect with

potential customers using the internet and other forms of digital communication. This includes

not only email, social media, and web-based advertising, but also text and multimedia messages

as a marketing channel Essentially, if a marketing campaign involves digital communication, it's

digital marketing.

Advantages of digital marketing

The main advantage of digital marketing is that a targeted audience can be

reached in a cost-effective and measurable way. Other digital marketing advantages include

increasing brand loyalty and driving online sales.

The benefits of digital marketing include:

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Global reach - a website allows you to find new markets and trade globally for only a small

investment.

Lower cost - a properly planned and well targeted digital marketing campaign can reach the

right customers at a much lower cost than traditional marketing methods.

Trackable, measurable results - measuring your online marketing with web analytics and other

online metric tools makes it easier to establish how effective your campaign has been. You can

obtain detailed information about how customers use your website or respond to your

advertising.

Personalization - if your customer database is linked to your website, then whenever someone

visits the site, you can greet them with targeted offers. The more they buy from you, the more

you can refine your customer profile and market effectively to them.

Openness - by getting involved with social media and managing it carefully, you can build

customer loyalty and create a reputation for being easy to engage with.

Social currency - digital marketing lets you create engaging campaigns using content marketing

tactics. This content (images, videos, articles) can gain social currency - being passed from user

to user and becoming viral.

Improved conversion rates - if you have a website, then your customers are only ever a few

clicks away from making a purchase. Unlike other media which require people to get up and

make a phone call, or go to a shop, digital marketing can be seamless and immediate.

Disadvantages of digital marketing:

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Skills and training - You will need to ensure that your staff have the right knowledge and

expertise to carry out digital marketing with success. Tools, platforms and trends change rapidly

and it's vital that you keep up-to-date.

Time consuming - tasks such as optimizing online advertising campaigns and creating

marketing content can take up a lot of time. It's important to measure your results to ensure a

return-on-investment.

High competition - while you can reach a global audience with digital marketing, you are also

up against global competition. It can be a challenge to stand out against competitors and to grab

attention among the many messages aimed at consumers online.

Complaints and feedback - any negative feedback or criticism of your brand is can be visible to

your audience through social media and review websites. Carrying out effective customer service

online can be challenging. Negative comments or failure to respond effectively can damage your

brand reputation.

Security and privacy issues - there are a number of legal considerations around collecting and

using customer data for digital marketing purposes. Take care to comply with the rules regarding

privacy and data protection.

5 Limitations of Digital marketing:

 Nothing is free of cost, not even online marketing. Most people have the perception that

digital advertising and digital branding isn't costly when in reality it is. ...

 The trust factor in Online marketing. ...

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  The issue of Internet fraud and cybercrime. ...

 Website breakdown and no internet access. ...

 Continuous updating required.

OBJECTIVES OF THE STUDY:

 To know the online marketing how to awareness to the consumer and customer.

 To find which age group of people make use of online marketing.

 To analyze which factors influence the online marketing.

SCOPE OF THE STUDY:

Purchasing and selling products and services over the internet without the need of

going physically to the market is what online marketing all about. Online marketing is just like a

retail store marketing is that we do by going to the market but it is done through the internet.

Online marketing has made shopping painless and added more fun online stores offers products

description, pictures, comparisons, price, and much more.

THERE ARE MOST 5 SHOPPING SITES:

 Amazon

 Flip kart

 Mantra

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  Jabong.

 Snap deal

AMAZON:

An amazon is a big, strong, warrior-like woman, someone who reminds you of the

mythical Greek women-warriors, the Amazons. Describing someone as an amazon can

sometimes have a negative tinge But amazon can also be an admiring term for a statuesque,

athletic woman.

FLIPKART:

Flipkart is an e-commerce company headquartered in Bangalore, Karnataka, India, and

registered in Singapore. The company initially focused on online book sales before expanding

into other product categories such as consumer electronics, fashion, home essentials, groceries,

and lifestyle products. Personalized gift items

MYNTRA:

Myntra is an Indian fashion e-commerce company headquartered in Bengaluru,

Karnataka, India. The company was founded in 2007 to sell personalized gift items. In May

2014, Myntra.com was acquired by Flipkart.

JABONG:

Jabong, which is a subtropical evergreen plant. We named ourselves after the thought of

being evergreen and bright. The orange color in our brand signifies our ability to be adventurous,

creative and social.

XI
V
SNAPDEAL:

Snap deal is an online marketplace, based in New Delhi, India. The company was started

by Kunal Bahl, a Wharton graduate as part of the dual degree M&T Engineering and Business

program at Penn, and Rohith Bansal, an alumnus of IIT Delhi

STATEMENT OF THE PROBLEM:

This study has helped to recognize the customer awareness about the online

marketing broadly consists of various commercial content formats delivered by servicing

through online marketing, home delivery, cash on delivery either solicit or un solicit. it however

failed to quantity and explain the effectiveness of online marketing. To know the mind set of

people towards online marketing &how its impacts on the mind of the consumer.

PERIOD OF THE STUDY:

The research is undertaken for the period of 3 months.

RESEARCH DESIGN:

Research is the blueprint for the fulfillment f objectives and answering questions it is a

master plan specifying the method and procedure for collecting and analyzing needed

information.

DATA COLLECTION:

DATA:

Data refer to information or facts often, researchers understand by data only numerical

data could be classified into two types i.e.) primary data and secondary data.

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PRIMARY DATA:

Primary data is known as the data collected for the first time through filed survey. It has

been collected directly from the sample respondents through questionnaire.

SECONDARY DATA:

It has been already explained that secondary data like such as journals, articles etc.

HYPOTHESIS:

Every researcher understands the term hypothesis is own way. For some it is the starting

point of researcher for some it is the guide point in research for some, it is an integral part of

research for some, it is a statement to be tested or examined.

NULL HYPOTHESIS:

Null hypothesis (HO) is formulated only to test whether there is relationship between

variable related to the problem being studied. Usually the null hypothesis is formed as a negative

statement.

HO, there is a no significant relationship between the gender of the respondent and the

online marketing.

ALTERNATIVE HYPOTHESIS:

Alternative hypothesis (Ha) is statement, which is accepted, after the null hypothesis is

rejected based on the test result. Usually the alternative hypothesis is formed as a positive

statement.

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I
 Ha, there is a significant relationship between the gender of the respondent and the online

marketing.

STATISTICAL TOOLS:

o Table

o Chart

o Pie Diagram

o Percentage

o Chi-Square Test

PERCENTAGE ANALYSIS:

Percentage are being extensively are employed in the present study.

Tools and techniques used for analysis.

Percentage method refers to a satisfied kind which is used in making comparison between

two or more series of data. Percentage is based on descriptive relationship. It compares the

relative items. Since the percentage reduces everything to a common base and there by allow

meaning comparison.

Percentage = Number of Respondents X 100

Total Number of Respondents

CHI SQUARE ANALYSIS

As non-parametric test it can be used to determine if categories data shows dependency
or independent it can also be used to make comparison between theoretical population and data.
When the categories are used thus the chi square test is problem. The test is possible for all
researchers to test the goodness of fit test that association of two variables.

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II
FORMULA
Chi square = x2(O-E)/2/E
X=Chi square
O=Observed frequency
E=Expected frequency

CHAPTER SCHEME
The first chapter deals with introduction, objectives of the study, scope of the study,
limitation of the study, research methodology, tools.
The second chapter deals with review of literature
The third chapter deals with factors influencing online marketing
The fourth chapter deals with data analysis and interpretation
The fifth chapter deals with findings, suggestion and conclusion

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III
CHAPTER-2

XI
X
 CHAPTER-2 REVIEW OF LITERATURE.

EWT Ngai - European journal of marketing, 2003 - Internet marketing (IM) is defined as the

process of building and maintaining customer relationships through online activities to facilitate

the exchange of … However, despite its popularity and importance in the digital economy, no

comprehensive literature review has been is a prominent venue of digital marketing

Koiso - Kanttila - Journal of Marketing Management, 2004 - Taylor & Francis The five

digital content characteristics from the literature review serve as column titles in the figure. The

row titles list themes relevant in digital marketing. Privacy, customization and intellectual

property rights are examples of those themes

KT Smith - Journal of Strategic marketing, 2011 - Taylor & Francis- Literature review.

There is general agreement that digital media have greatly impacted the way a marketer reaches

today's consumer. Digital media refer to electronic media that disseminate information in digital

formats … The Internet.

J Järvinen, A Tollinen, H Karjaluoto… - Marketing …, 2012 This paper proceeds as follows:

In the next section, we discuss the use of digital and social media tools and review the literature

on the setting of objectives, the measurement of and the associated barriers to digital marketing

KT Smith - Journal of Consumer Marketing, 2012 - There is potential for future growth and

value in digital marketing, but marketing strategies must be appealing to the consumer. The

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online generation: a literature review. Millennials are the biggest generational group since the

baby boomers …

MD Stone, ND Woodcock - … of research in interactive marketing, 2014 Research

limitations/implications. The review of literature carried out by … David Stone, M. and David

Woodcock, N. (2014), "Interactive, direct and digital marketing: A future that depends on better

use of business intelligence", Journal of Research in Interactive Marketing.

HM Taiminen, H Karjaluoto - Journal of Small Business and …, 2015 - The study proceeds

as follows. In the next section we discuss the term digital marketing and its sub-components, and

review literature on the enablers of and barriers to the usage of digital tools in SMEs. In the

subsequent section we present our methodology …

P Centobelli, R Cerchione, E Esposito - Advanced SciencE, 2016. This paper analyzes the

application of web-based technologies supporting firms in the area of digital marketing. A

systematic review of literature has identified three research questions regarding the main

relational, marketing and search optimization tools adopted by small

PK Kannan - International Journal of Research in Marketing, 2017 - Elsevier. Using the

framework, we organize the developments and extant research around the elements and

touchpoints comprising the framework and review the research literature in the broadly defined

digital marketing space.

J Salo - 2017 - Elsevier by performing a conceptual analysis, a literature review and four expert

interviews, they identified how … Branding has been of increasing interest in industrial

marketing and similar areas, therefore, Lipiäinen … industrial branding logic and how B2B

brands are built in the digital age.

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I
JR Saura, P Palos-Sánchez, LM Cerdá Suárez - Future Internet, 2017 effectiveness of their

DM strategies? Therefore, to achieve these objectives, a Systematic Literature Review has been

carried out based on two main themes (i) Digital Marketing and (ii) Web Analytics. The search

terms consulted in

SS Muhammad, BL Dey, V Weerakkody Information Systems Frontiers . 2018 -

Springer for customers' willingness to generate and leave big data digital footprints on … that

have been extensively cited and applied in information systems, management and marketing

literature to develop a theoretical framework through a rigorous and systematic review of

existing - Information Systems Frontiers.

M Bala, D Verma - … (2018). An al Review of Digital Marketing. 2. Review of Literature A

number of research papers and articles provide a detailed insight on Internet Marketing. The

findings from the literature are preCritic

JJ López García, D Lizcano, CMQ Ramos, N Matos - Future Internet, 2019 This document

is organized as follows: the first section contains the literature review. The second section

explains the importance of digital marketing. The third section describes the conceptual

framework and develops the hypotheses …

JR Saura, PR Palos-Sanchez-and managing innovation 2019 - One of the most significant

changes in the last decade in the business environment has been caused by the development of

information technologies and the internet. The internal structure and organization of companies

has changed to evolve towards a digital.

KH Mkwizu - International Hospitality Review, 2019 -Therefore, this study uses integrative

literature review methodology as well as content analysis to review studies in digital marketing

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II
and tourism relating to Africa with the main objective to explore digital marketing and tourism

by focusing on opportunities for Africa.

N Pandey, P Nayal, AS Rathore -of Business & Industrial Marketing, 2020 Purpose This

study aims to analyze the available literature on the use of digital marketing in a business-to-

business (B2B) context. It identifies gaps in the current research knowledge and proposes a

research agenda for scholars and practitioners.

L Polanco-Diges, F Debasa - Journal of Spatial and Organizational 2020 In recent years, the

emergence of new digital platforms of sharing economy has given rise to considerable changes in

consumer behavior. These new ways of consumption in online Environment have to be driven by

specific digital strategies adapted to sharing economy …

JR Saura - Journal of Innovation & Knowledge, 2020 - Elsevier innovative Data Mining and

knowledge discovery applications. JEL classification. M15 M31. Keywords. Data Sciences.

Digital Marketing. Knowledge discovery. Literature review. Data Mining. Introduction. Since

the beginning of the 21 st.

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CHAPTER-3

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IV
 CHAPTER-3 COMPANY PROFIL

AMAZON

Jeff Bezos founded Amazon in July 1994. He chose Seattle because of technical

talent as Microsoft is located there.[31] In May 1997, Amazon went public. It began selling

music and videos in 1998, at which time it began operations internationally by acquiring online

sellers of books in United Kingdom and Germany. The following year, Amazon began selling

items including video games, consumer electronics, home improvement items, software, games,

and toys.

In 2002, Amazon launched Amazon Web Services (AWS), which provided data on website

popularity, Internet traffic patterns and other statistics for marketers and developers. In 2006,

Amazon grew its AWS portfolio when Elastic Compute Cloud (EC2), which rents computer

processing power as well as Simple Storage Service (S3), that rents data storage via the Internet,

were made available. That same year, Amazon started Fulfillment by Amazon which managed

the inventory of individuals and small companies selling their belongings through the company

internet site. In 2012, Amazon bought Kiva Systems to automate its inventory-management

business, purchasing Whole Foods Market supermarket chain five years later in 2017.

In January 2021, Amazon invested with over $278 million by opening two new centers in Italy

(Novara and Modena) and creating over 1100 jobs.

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V
On February 2, 2021, Amazon announced that Jeff Bezos would be stepping down as CEO and

transition to Executive Chair of Amazon's board in Q3 of 2021. Andy Jassy, who is currently

CEO of AWS, will replace Bezos as CEO of the company.

LOGISTICS:

Amazon uses many different transportation services to deliver packages. Amazon-branded

services include:

Amazon Air, a cargo airline for bulk transport, with last mile delivery handled either by

Amazon Flex, Amazon Logistics, or the United States Postal Service.

Amazon Flex, a smartphone app that enables individuals to act as independent

contractors, delivering packages to customers from personal vehicles without uniforms.

Deliveries include one or two hour Prime Now, same or next day Amazon Fresh groceries, and

standard Amazon.com orders, in addition to orders from local stores that contract with

Amazon.[52]

Amazon Logistics, in which Amazon contracts with small businesses (which it calls

"Delivery Service Partners") to perform deliveries to customers. Each business has a fleet of

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approximately 20-40 Amazon-branded vans, and employees of the contractors wear Amazon

uniforms. As of December 2020, it operates in the United States, Canada, Italy, Germany, Spain,

and the United Kingdom.[53]

Amazon Prime Air is an experimental drone delivery service.

Amazon directly employs people to work at its warehouses, bulk distribution centers,

staffed "Amazon Hub Locker+" locations, and delivery stations where drivers pick up packages.

As of December 2020, it is not hiring delivery drivers as employees.[54]

Rakuten Intelligence estimated that in 2020 in the United States, the proportion of last-

mile deliveries was 56% by Amazon's directly contracted services (mostly in urban areas), 30%

by the United States Postal Service (mostly in rural areas), and 14% by UPS.[55]

Products and services

Main article: List of Amazon products and services

Amazon.com's product lines available at its website include several media (books,

DVDs, CDs, videotapes and software), apparel, baby products, consumer electronics, beauty

products, gourmet food, groceries, health and personal-care items, industrial & scientific

supplies, kitchen items, jewelry, watches, lawn and garden items, musical instruments, sporting

goods, tools, automotive items and toys & games.[citation needed] In August 2019, Amazon

applied to have a liquor store in San Francisco, CA as a means to ship beer and alcohol within

the city.[56] Amazon has separate retail websites for some countries and also offers international

shipping of some of its products to certain other countries.[57] In November 2020, the company

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VII
started an online delivery service dedicated to prescription drugs. The service provides discounts

up to 80% for generic drugs and up to 40% for branded drugs for Prime subscribe users. The

products can be purchased on the company's website or at over 50,000 bricks-and-mortar

pharmacies in the United States.

FLIPKART

INTRODUCTION:

Flipkart is one of India’s leading e-commerce marketplaces. It was founded in

October 2007 and its headquarters are in Bengaluru. It was founded by Sachin Bansal and Binny

Bansal. This online venture was initially started as an online bookstore and as the popularity of

the company grew, it expanded and diversified its operations.

It started selling other items such as music, movies, and mobile phones. As the revolution of e-

commerce gained momentum in India, Flipkart grew at an accelerated pace and added several

new product lines in its portfolio.

As of now, the company offers 80 million+ products spread across more than 80 categories such

as mobile phones & accessories, computers and accessories, laptops, books and e-books, home

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VIII
appliances, electronic goods, clothes and accessories, sports and fitness, baby care, games and

toys, jewelry, footwear, and the list goes on.

Flipkart has 100 million registered users and more than a million sellers on its electronic

commerce platform. To ensure prompt delivery to its customers, the company has invested in

setting up warehouses in 21 states

Achievements of Flipkart:

The company created a record by selling 1 lakh books in a single day in 2013. Flipkart

crossed the 100 million mark in registered customers in 2016.

Flipkart achieved the Young Turk of the Year Award at CNBC TV 18’s “India Business Leader

Awards 2012”.

Funding:

Flipkart has received funds worth more than $ 4.5 billion, with the biggest funding in

July 2014 worth $ 1 billion and in April 2017 worth $ 1.4 billion.

List of top investors in Flipkart includes Naspers, Steadview Capital, Tiger Global Management,

DST Global, Accel Partners, Dragoneer Investment Group, Baillie Gifford, GIC, Greenoaks

Capital, ICONIQ Capital, Microsoft, Morgan Stanley, Qatar Investment Authority, and Sofina.

Competition: The major competitor – Amazon

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 After acquiring Snapdeal the major competitive left against Flipkart is Amazon India.

Still, it is facing stiff competition from Amazon India because Amazon has really captured a

larger share of the market.

Amazon Company profile is betting big on India’s e-commerce revolution and has

recently captured an investment of $5 billion in Amazon India. The company has already

received funds of $2 billion and $3 billion more are planned. Amazon India has been consistently

expanding its customer base, which has resulted in cut-throat competition for Flipkart.

About the Founders of Flipkart:

Sachin Bansal and Binny Bansal are the founders of Flipkart. Both of them are IIT

(Indian Institue of Technology, Delhi) graduates. Both of them are from Chandigarh. Though

they share the same last name, they are not relatives.

First, Sachin Bansal joined Amazon(dot)com and worked as a software engineer and

later he got Binny Bansal to join it. But eventually, they both quit Amazon and decided to start a

venture of their own. Thet decided to launch Flipkart.

History:

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X
 Flipkart started as an online bookstore in October 2007. The founders Sachin Bansal and

Binny Bansal left their jobs at Amazon.com to launch their own company. It was a risky move,

since the e-commerce sector in India was mostly non-existent t that time and there was no

certainty about its future. However, the founders took the risk and now it has turned out to be a

huge success. One of the major problems that Flipkart tackled during its initial

years was online payments. At that time, people in India were averse to make online payments to

a virtual store. Flipkart solved the problem by launching its ‘Cash on Delivery’ service, which

helped build confidence among online buyers. Flipkart also made significant efforts to improve

the supply chain system, which helped the company to ensure timely delivery to customers. In

2013, the company created a record by selling one lakh books on a single day. In 2016, Flipkart

had crossed the 100 million mark in registered customers

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CHAPTER-4

XX
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 CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

TABLE NO 4.1

AGE OF THE RESPONDENTS IN ONLINE MARKETING.

Age levels No of the respondents Percentage

Above 21 25 25%

21-25 15 15%

25-35 45 45%

Above 50 15 15%

Total 100 100%

INTERPRETATION:

This table express the Age fact out of 100 respondents that 25% of the respondents are in

the age of above 21years, 15% of the respondents are in the age of 21-35 years,45% of the

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respondents are in the age of above 25-35 years,15% of the respondents are in the age of above

50.

INFERENCE:

Majority of 45% of the respondents are above 50 years of the age group out of 100

respondents.

CHART 4.1

AGE RESPONDENTS IN ONLINE MARKETING

no.of respondent

15%
25%
below 15
15-25
25-35
15%
above50
45%

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 TABLE NO 4.2

GENDER OF THE RESPONDENCE IN ONLINE MARKETING

Gender levels No of respondents Percentage

Male 46 46%

Female 54 54%

Total 100 100%

INTERPRETATION:

This table express Gender out of 100 respondents from the above table that 46% of the

respondents are male, 54% of the respondents are female.

INFERENCE:

Nearly half of the respondents that are 54% are females buy the product.

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 CHART 4.2

GENDER OF THE FEMALE RESPONDENTS IN ONLINE MARKETING.

CHART TITLE
percentage Column1

54

46

MAL FEMAL
E E

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 TABLE NO 4.3

QUALIFICATION OF THE RESPONDENTS IN ONLINE MARKETING.

Qualification level No of the respondents Percentage

12th 25 25%

Under graduate 50 50%

Post graduate 25 25%

Total 100 100%

INTERPRETATION:

This table express the educational qualification of above table that 25% of the

respondents are higher secondary,50% of the respondents of the under graduate,25% of the

respondents are post graduate

INFERENCE:

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XV
 Majority is 50% out of 100 respondents are in the category of post graduation.

CHART 4.3

QUALIFICATION OF THE RESPONDENTS IN ONLINE MARKETING.

no of
respondent

15 10
% %
12th
UG

25 PG
% OTHER
50 S
%

XX
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 TABLE 4.4

FAMILY INCOME OF THE RESPONDENTS IN ONLINE MARKETING.

Income level No of the respondents Percentage

Below 10000 45 35%

10000-20000 35 45%

20000-25000 10 10%

Above 25000 10 10%

Total 100 100%

INTERPRETATION:

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 This table express the family income from the above table that 35% of the respondents

were getting below10000,45% of the respondents were getting 10000-20000,10% of the

respondents are getting 20000-25000,10% of the respondents are getting above 25000.

INFERENCE:

Majority is 45% of the respondents are above 10000-20000.

CHART 4.4.1

FAMILY IMCOME OF THE RESPONDENTS IN ONLINE MARKETING.

NO OF
RESPONDENT

10
%
10 BELOW1000
% 0
45
% 10000-20000
20000-25000

35 ABOVE
%

XL
 TABLE 4.5

MARITIAL STATUS OF THE RESPONDENTS IN ONLINE MARKETING.

Marital status No of the respondents. Percentage

Married 23 23%

Unmarried 77 77%

Total 100 100%

INTERPRETATION:

This table express the maritial status from the above table 23% of the respondents are

married,77% of the respondents are unmarried.

INFERENCE:

XLI
Majority of the respondents out of 100 respondents are 77% of the unmarried.

CHART 4.5.1

MARITAL STATUS OF THE RESPONDENTS IN ONLINE MARKETING

NO OF
RESPONDENT

23
% MARRIED
UNMARRIE
D

77
%

XLI
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 TABLE 4.6

OCCUPATION OF THE RESPONDENTS IN ONLINE MARKETING

Occupation level No of the respondents. Percentage

Student 55 55%

Employees 35 35%

Home maker 10 10%

Total 100 100%

INTERPRETATION:

XLI
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 This table express the Occupation out of 100 respondents from the above table 55% of

the respondents are students,35% of the respondents are employees,10% of the respondents of

home make of 100 respondents.

INFERENCE:

Majority 55% students out of 100 respondents .

CHART 4.6.1

OCCUPATIONS OF THE RESPONDENTS IN ONLINE MARKETING

55
%

35
%

10
%
100
%

employees others total

XLI
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 TABLE 4.7

TYPE OF WEBSITES USING IN REGULARLY ONLINE MARKETING.

Websites No of the respondents Percentage

Amazon 55 55%

Flipkart 35 35%

Snap deal 5 5%

Myntra 5 5%

Total 100 100%

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INTERPRETATION:

This table express the type of websites out of 100 respondents from the above table 55%

of the respondents are using amazon,35% of the respondents are using flipkart,5% of the

respondents are using snap deal , 5% of the respondents are using myntra out of 100 respondents.

INFERENCE:

Majority 55% of the respondents are using Amazon.

CHART 4.7.1

TYPE OF WEBSITE USING ONLINE MARKETING.

NO OF
RESPONDENT

5%
5%
AMAZON
FLIPKAR

35 55 T
% % SNAPDE
AL

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 TABLE 4.8

CUSTOMER EXCEPTATIONS OF THE RESPONDENTS IN ONLINE MARKETING.

Customer expectation No of the respondents Percentage

Quality 45 45%

Money 10 10%

Brand 25 25%

Door delivery 20 20%

Total 100 100%

INTERPRETATION:

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 This table express the customer expectations out of 100 respondents from the above

table 45% of the respondents is quality,10% of the respondents are money,25% of the

respondents are using brand, 20% of the respondents are using door delivery.

INFERENCE:

Majority 45% of the respondents are quality.

CHART 4.8.1

CUSTOMER EXCEPTATION RESPONDENTS IN ONLINE MARKETING.

NO OF
RESPONDENT

20
%
45 QUALIT
% Y
25
% MONE

10 Y
% BRAND

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 TABLE 4.9

INTERESTED OF THE RESPONDENTS IN ONLINE MARKETING.

Interested level No of the respondents Percentage

Friends 20 20%

Advertisement 70 70%

Relatives 5 5%

Others 5 5%

Total 100 100%

INTERPRETATION:

XLI
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 This table express the interested out of 100 respondents from the above table 20%

of the respondents are friends,70% of the respondents are advertisement, 5% of the respondents

are relatives,5% of the respondents are others out of 100 respondents.

INFERENCE:

Majority 70% of the friends out of 100 respondents.

CHART 4.9.1

INTERESTED OF THE RESPONDENTS IN ONLINE MARKETING.

NO OF
RESPONDENT

5%
5% 20
%
FRIENDS
ADVERTISEM
ENT
70 RELATIVES
%
OTHERS

L
 TABLE 4.10

THE ATTRACTS OF THE ADVERTISEMENT IN ONLINE MARKETING.

Attracts of the advertisement No of the respondents Percentage

Facebook 25 25%

Slogans 10 10%

Jungles video 10 10%

Celebrity 55 55%

Total 100 100%

LI
INTERPRETATION:

This table express the attracts of the advertisement out of 100 respondents from the above

table 25% of the respondents are attracts facebook,10% of the respondents are attracts slogans,

10% of the respondents are attracts jungles video,55% of the respondents are attracts celebrity.

INFERENCE:

Majority 55% of the respondents out of 100 respondents.

CHART 4.10.1

THE ATTRACTS OF THE ADVERTISEMENT IN ONLINE MARKETING.

NO OF
RESPONDENT

2%
FACEBOOK
22%
SLOGANS
JUNGLS
54% VIDEO

22% CELEBRITY

LII
 TABLE 4.11

HOW MANY YEARS CONTINUE TO ONLINE MARKETING?

Years No of the respondents Percentage

Below1 years 25 25%

1-2 years 50 50%

2-3 years 20 20%

Above 5years 5 5%

LIII
Total 100 100%

INTERPRETATION:

This table express how many years continue the online product out of 100 respondents

from the above table 25% of the respondents are below 1year,50% of the respondents are 1-2

years,20% of the respondents are 2-3 years,5% of the respondents are using above 5 years out of

100 respondents.

INFERENCE:

Majority 50% of the respondents are using 1-2 years.

CHART 4.11.1

HOW MANY YEARS CONTINUE TO ONLINE MARKETING?

LIV
 CHART TITLE
NO.OF RESPONDENTS

25 50 20 5

BELOW 1YE 1-2YEA 2-3YEA ABOVE5YE

AR R R AR

TABLE 4.12

WHICH PLACE YOU ARE ACCESS THE INTERNET

LV
Place of access the internet No of the respondents Percentage

Office 25 25%

House 50 50%

Internet cafe 25 25%

Total 100 100%

INTERPRETATION:

This table express which place you are access the internet out of 100 respondents

from the above table 25% of the respondents using office,50% of the respondents are using

house,25% of the respondents are using internet cafe out of 100 respondents.

INFERENCE:

Majority 50% of the respondents are using in house.

CHART 4.12.1

WHICH PLACE YOU ARE ACCESS THE INTERNET.

LVI
 NO OF
RESPONDENT

25 25
% %
OFFI
CE
HOUS

50 E
% INTERNET

TABLE 4.13

PURCHASE OF THE RESPONDENTS IN ONLINE MARKETING.

LVI
I
 Purchase these product No of the respondents Percentage

Frequently 30 30%

Occasionally 15 15%

Some time 40 40%

Rarely 15 15%

Total 100 100%

INTERPRETATION

This table express the purchase the product out of 100 respondents from the above table

30% of the respondents are using frequently,15% of the respondents are using occasionally, 40%

of the respondents are using sometime, 15% of the respondents are using rarely out of 100

respondents.

INFERENCE:

Majority 40% of the respondents are using sometime for purchasing the product.

CHART 4.13.1

PURCHASE OF THE RESPONDENTS IN ONLINE MARKETING.

LVI
II
 Chart
Title
4000
%
3500
%

3000
%

2500
%

2000
%

1500
%
FREQUEN OCCASSIONA SOMETI RARE
TLY LLY ME LY
PERCENTAGE Column1
Column2

TABLE 4.14

LIX
 FACTORS INFLUENCE IN PURCHASE OF ONLINE PRODUCTS OF ONLINE

MARKETING.

Factors influence in purchase No of the respondents Percentage

Price 19 19%

Quality 45 45%

Design 19 19%

Availability 17 17%

Total 100 100%

INTERPRETATION:

This table express the factors influence in purchase of online product out of 100

respondents from the above table 19% of the respondents are price,45% of the respondents are

quality,19% of the respondents are design,17% of the respondents are availability out of 100

respondents.

INFERENCE:

Majority 45% of the respondents are using quality.

CHART 4.14.1

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FACTORS INFLUENCE IN PURCHASE OF ONLINE PRODUCTS ONLINE MARKETING.

NO OF THE
RESPONDENT

17 19
% % PRICE
QUALIT
19 Y
%
DESIG
N
45
%

TABLE 4.15.1

LXI
 FEEL ABOUT THE DESIGN OF THE PROUCTS IN ONLINE MARKETING.

Design of the product No of the respondents Percentage

Economical 15 15%

Convenient 35 35%

Attractive 45 45%

Easy Handling 5 5%

Total 100 100%

INTERPRETATION:

This table express the feel about the design of the products out of 100 respondents

from the above table 15% of the respondents are using economical,35% of the respondents are

using convenient,45% of the respondents are using attractive, 5% of the respondents are using

easy handling out of 100 respondents.

INFERENCE:

Majority 45% of the respondents are using attractive.

CHART 4.15.1

LXI
I
 FEEL ABOUT THE DESIGN OF THE PRODUCTS IN ONLINE MARKETING.

Chart
50
Title
45
40
35
30
25
20
15
10
5
0
ECONOMIC CONVENIE ATTRACTI EASY
AL NT VE HANDLING
Series 1 Column1
Column2

TABLE 4.16

LXI
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 SATISFIED WITH THE SERVICES PROVIDED BY ONLINE MARKETING.

Satisfied with the service No of the respondents Percentages

provided

Not satisfied 10 10%

Highly not satisfied 10 10%

Satisfied 60 60%

Highly satisfied 20 20%

Total 100 100%

INTERPRETATION:

This table express the satisfied with the services provided out of 100 respondents

from the above table 10% of the respondents are not satisfied, 10% of the respondents are highly

not satisfied, 60% of the respondents are satisfied,20% of the respondents are highly not satisfied

out of 100 respondents.

INFERENCE:

Majority60% of the respondents are satisfied.

CHART 4.16.1

LXI
V
SATISFIED WITH THE SERVICES PROVIDED BY ONLINE MARKETING.

NO OF
RESPONDENT

10
20 %
% 10
%
NOT SATISFIED
HIGHLY NOT
SATISFIED

60 SATISFIED
% HIGHLY NOT

TABLE 4.17

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 THE PRODUCT PURCHASE THROUGH ONLINE

Product purchase through No of respondents Percentages

online

Cosmetics 26 26%

Books 14 14%

Clothes 55 55%

Others 5 5%

Total 100 100%

INTERPRETATION:

This table express the product purchase through online out of 100 respondents from

the above table 26% of the respondents are using cosmetics,14% of the respondents are using

books,55% of the respondents are using clothes,5% of the respondents are using others out of

100 respondents.

INFERENCE:

Majority 55% of the respondents are buying clothes.

CHART 4.17.1

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VI
THE PRODUCT PURCHASE THROUGH ONLINE

NO OF
RESPONDENT

5
% 26
%
COSMETI
CS
55 14
% BOOKS
%
CLOTHES
OTHERS

TABLE 4.18

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 MEDIA OF ADVERTISEMENT IN HIGHLY INFLUENTIAL FOR ONLINE SHOPPING

Media of advertisement is No of the respondent Percentages

highly influential.

Television 56 56%

Newspaper 20 20%

Social media 14 14%

Others 10 10%

Total 100 100%

INTERPRETATION:

This table express the media of advertisement in highly influential out of 100

respondents from the above table 56% of the respondents are using television,20% of the

respondents are using newspaper, 14% of the respondents are using social media, 10% of the

respondents are using others out of 100 respondents.

INFERENCE:

Majority 56% of the respondents are using television

CHART 4.18.1

LX
VIII
MEDIA OF ADVERTISEMENT IN HIGHLY INFLUENTIAL FOR ONLINE MARKETING.

Chart
60
Title

50

40

30

20

10

TELEVISI NEWSPAP SOCIAL OTHE

ON ER MEDIA RS
PERCENTAGE Column1
Column2

TABLE 4.19

LXI
X
 OPINION REGARDING AFTER SALES SERVICE OF ONLINE MARKETING.

Opinion No of the respondents Percentage

Highly satisfied 24 24%

Satisfied 66 66%

Highly dissatisfied 5 5%

Dissatisfied 5 5%

Total 100 100%

INTERPRETATION:

This table express the opinion regarding after sales out of 100 respondents from the

above table 24% of the respondents are using highly satisfied,66% of the respondents are using

satisfied,5% of the respondents are highly dissatisfied,5% of the respondents are using

dissatisfied out of 100 respondents.

INFERENCE:

Majority 66% of the respondents are using satisfied.

CHART 4.19.1

LX
X
 OPINION REGARDING AFTER SALES SERVICE OF ONLINE MARKETING.

Chart
100
Title
%
90
%
80
%
70
%
60
%
50
%
40
%
highly satisfie highly dissatisfie
satisfied d sdissatisfied d
percentage Column1
Column2

TABLE 4.20

LX
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 AWARE ABOUT THE ONLINE PRODUCT

Awareness No of the respondents Percentage

Yes 67 67%

No 33 33%

Total 100 100%

INTERPRETATION:

This table express the aware about the online product out of 100 respondents from the

above table 67% of the respondents are yes, 33% of the respondents are no out of 100

respondents.

INFERENCE:

Majority 67% of the respondents are yes.

CHART 4.20.1

LX
XII
AWARE ABOUT THE ONLINE PRODUCT.

NO OF
RESPONDENTS

NO YE
33% S
NO
YE
S
67
%

CHI-SQUARE TEST

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 RELATIONSHIP BETWEEN GENDERAND ONLINE MARKETING FORMALITIES OF

RESPONDENTS.

S.NO OPTION YES NO TOTAL

1 MALE 40 6 46

2 FEMALE 47 7 54

TOTAL 87 13 100

NULL HYPOTHESIS (Ho)

Ho- there is no significance relationship between gender and online marketing formalities of

respondents.

ALTERNATIVE HYPOTHESIS (Ha)

Ha- there is a significance relationship between gender and online marketing formalities of

respondents.

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 CALCULATION

O E O-E (O-E)2 (O-E)2/E

40 40.02 -0.02 0.0004 0.0000009995

6 5.98 0.02 0.0004 0.000066889

47 46.98 0.02 0.0004 0.000008514

7 7.02 -0.02 0.0004 0.00005698

TOTAL 0.00014

THE CALCULATED VALUE IS =0.00014

DEGREE OF THE FREEDOM=(C-1) (R-1)

= (2-1) (2-1)

= (1) (1)

=1

For the 1 Degree of the freedom the value of the chi-square is 3.841 at 5% level of significant.

INFERENCE:

It is observed from the obtained statistical result that the calculated chi-square value is less than

table value. So, the null hypothesis is accepted. There is no significance relationship between

gender and online marketing of the respondents.

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CHAPTER-5

LX
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 CHAPTER-5

FINDINGS ,SUGGESTIONS&CONCLUSION

1. They have findings age level out of 100% respondents level 25% of below15,15% of 15-25

level, 45% of 25-35 level, 15% of above 50 levels.

2. They have findings gender level out of 100% respondents level 46% of male, 54% of female

level.

3. They have findings educations qualifications out of 100% respondents level 25% of school

level,50% of graduate,25% of professional and post graduate.

4. They have findings family income level out of 100% respondents level 45% of below

10000,35% of 10000-20000 level,10% of 20000-25000 level,10% above 25000.

5. They have findings marital status level out of 100% respondents 23% of married levels, 77%

of unmarried levels.

6. They have findings occupations level out of 100% respondents 55% of students level,35% of

flip kart level,5% of snap deal level,5% of myntra.

7. They have findings websites level out of 100% respondents 55% of amazon,35% of flip

kart,5% of snap deal 5% of myntra.

8. They have findings customer expectations out of 100% respondents 45% of quality,10% of

money, 25% of brand, 20% of door delivery.

9. They have findings interested level out of 100% respondents 20% of friends, 70% of

advertisement,5% of relatives,5% of family.

LX
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10. They have findings attracts the advertisement out of respondents 25% of Facebook,10% of

slogans, 10% of jungles video, 55% of celebrity.

11. They have findings years continue out of 100% respondents 25% of below 1 year, 50% of 1-2

years, 20% of 2-3 years, 5% of 5 years.

12. They have findings which place your access the internet out of 100% respondents 25% of

office, 50% of house, 25% of internet café.

13. They have findings purchase the product out of 100% respondents 30% of frequently,15% of

occasionally, 40% of sometimes,15% of rarely .

14. They have findings express the factors influence in purchase out of 100% respondents 19% of

price,45% of quality,19% of design,17% of availability.

15. They have findings design the product out of 100% respondents 15% of economical,35% of

convenient, 45% of attractive, 5% of easy handling.

16. They have findings satisfied with the service provided out of 100% respondents 10% of not

satisfied, 10% of highly not satisfied, 60% of satisfied, 20% of highly not satisfied.

17. They have findings the product purchase through online out of 100% respondents 26% of

cosmetics,14% of books, 55% of clothes,5% of electronics.

18. They have findings media of advertisement is highly influential out of 100% respondents 56%

of television, 20% of newspaper, 14% of social media, 10% others.

19. They have findings opinion regarding after sales service out of 100% respondents 24% of

highly satisfied, 66% of satisfied, 5% of dissatisfied, 5% of highly dissatisfied.

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20. They have findings aware about online product out of 100% respondents 67% of yes,33% of

no.

LX
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 SUGGESTIONS

 Online marketing brings an entire world of merchandise as we sit comfortable at home.

 There is no stress of parking or standing in line.

 We are able to shop for the exact same item at many different sites and get the best price,

along with a wealth of information about the product such as user reviews and

suggestions about similar products which we might even like better.

 They had enormous faith and because of their faith, they get a positive feeling that any

task however hard it may look can be accomplished just with a click and the product is

being delivered.

 The customer marketing Do not forget to comparison market when we are looking for

things online.

 People usually so this when marketing in physical stores, but they don’t think about it on

the internet.

 If you go for the first sale you see, there is a chance you will miss out on a better deal

somewhere else, “Live to be loved for marketing and to love the products you buy

online”.

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 CONCLUSION

The studies focus with related to customer perception in digital marketing,

now a days consumer satisfaction based on good service and approach related with online

marketing, because many more business approaches his/her business launching through online

marketing or digital marketing is successfully.

“It is a lifelong craze, moment after moment, trying to find the best you want;

Fortunately, many of us are looking for it at the right place. “This will allow customers to place

order without even visiting the market. Being able to buy any place, anytime, anywhere. Sites

enables them to browse before they market, and to research the product so they have more

confidence in what they are buying. Online marketing becomes more enjoyable and easier than

real-world marketing. Then timeless and low level of the price in online, marketing. The real

world that fits in your hand keep browsing, do marketing, with just a click from your mobile.

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ANNEXURE

LX
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 ANNEXURE

1. NAME:

2. AGE:

a) 15-20 b)20-35 c)35-40 d) above50

3.GENDER:

a) Male b) Female

4.PLACE:

5. QUALIFICATION:

a) higher secondary b) under graduate c) post graduate d) professional

6.OCCUPATION:

a) student b) employees c) business d) others

7.INCOME PER MONTH IN RUPEES:

a) NIL b) below5000 c) 5000-10000 b)10000-25000 e) above 25000.

8. MARRITIAL STATUS:

a) married b) unmarried

9. WHAT ARE THE PURPOSE OF USING INTERNET:

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 a) shopping b) banking c) mailing d) others

10. WHICH PLACE DO YOU ACCESS THE INTERNET:

a) house b) office c) internet cafe d) others.

11. EXPERIENCE OF USING INTERNET:

a) upto 1year b) 2years to 4 years c) 4years to 5years d) above 5 years.

12. WHAT ARE THE PRODUCT PURCHASE THROUGH ONLINE:

a) cosmetics b) books c) clothes d) others.

13: HOW MANY TIMES PURCHASED ONLINE IN LAST 2 MONTHS:

a) less than 2 times b) 3 to 5times c) 5 to 6 times d) above 7 times.

14. MODE OF PAYMENT:

a) credit card b) debit card c) cash d) through net banking.

15. FREQUENCY USED FOR ONLINE SHOPPING WEBSITE:

a) amazon b) flip kart c) snap deal d) jabong

16.EXPERIENCE OF ONLINE OR INTERNET PURCHASE:

a) upto2years b) 2 to 4 years c) 4 to 5 years d) above 5years.

17. HOW DO YOU KNOW THE ONLINE SHOPPING:

a) family b) friends c) relatives d) advertisement

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18. CUSTOMER EXPECTATIONS IN ONLINE SHOPPING:

a) quality b) brand c) door delivery d) low price.

19. WHICH MEDIA OF ADVERTISEMENT IN HIGHLY INFLUENTIAL FOR ONLINE

SHOPPING:

a) television b) newspaper c) social media d) others

20. WHICH PART OF ADVERTISEMENT ATTRACTS YO BUY THE PRODUCT:

a) celebrity b) slogans c) offers d) jangles video

21. WHAT DO YOU FEEL ABOUT THE DESIGN OF THE PRODUCT:

a) attractive b) convenient c) usage d) convenient

22. WOULD LIKE TO PURCHASE THROUGH INTERNET OR ONLINE FOR FUTURE:

a) yes b) no

23. ARE YOU SATISFIED WUTH THE SERVICE PROVIDED BY ONINE SHOPPING:

a) satisfied b) highly satisfied c) not satisfied d) highly not satisfied

24. WHAT IS YOUR OPINION REGARDING AFTER SALES SERVICE OF ONLINE

SHOPPING:

a) satisfied b) highly satisfied c) not satisfied d) highly not satisfied.

25. IF ANY SUGGESSTION………………………………………………………….

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BIBLIOGRAPHY

LX
XX
BIBLIOGRAPHY

BOOKS:

 C.R. Kothari & Gaurav Garg, Research Methodology, Third Edition, New

Age International Publishers.

 P. Ravilochanan, Research Methodology, Margham Publications.

 Philip Kotler, Marketing Management, Seventh Edition, Prentie Hali India.

WEBSITES:

http://www.businessdictionary.com/definition/online-shopping.html

http://shodhganga.inflibnet.ac.in/bitstream/10603/3773//11/11chapter203.pdf.

http://www.ijresm.com

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