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    E-Commerce in India

    Uploaded by

    Sohail Ahmad
    The document discusses customer satisfaction with e-commerce services in India. It provides an overview of the rapid growth of e-commerce in India from $2.5 billion in 2009 to $12 billion in 2012. The objectives of the study are to understand the key drivers of e-commerce growth in India, examine factors influencing customer preferences like discounts and delivery options, and analyze current and future trends in the Indian e-commerce sector relative to the world. The methodology involves collecting primary data through a customer questionnaire and secondary data from research firms, to conduct a descriptive study of customer satisfaction with e-commerce services in India.

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    E-Commerce in India

    Uploaded by

    Sohail Ahmad
    168 views4 pages
    The document discusses customer satisfaction with e-commerce services in India. It provides an overview of the rapid growth of e-commerce in India from $2.5 billion in 2009 to $12 billion in 2012. The objectives of the study are to understand the key drivers of e-commerce growth in India, examine factors influencing customer preferences like discounts and delivery options, and analyze current and future trends in the Indian e-commerce sector relative to the world. The methodology involves collecting primary data through a customer questionnaire and secondary data from research firms, to conduct a descriptive study of customer satisfaction with e-commerce services in India.

    Original Description:

    Talks about the basics e-commerce in India. Pros and cons. FUture aspect.

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    The document discusses customer satisfaction with e-commerce services in India. It provides an overview of the rapid growth of e-commerce in India from $2.5 billion in 2009 to $12 billion in 2012. The objectives of the study are to understand the key drivers of e-commerce growth in India, examine factors influencing customer preferences like discounts and delivery options, and analyze current and future trends in the Indian e-commerce sector relative to the world. The methodology involves collecting primary data through a customer questionnaire and secondary data from research firms, to conduct a descriptive study of customer satisfaction with e-commerce services in India.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    168 views4 pages

    E-Commerce in India

    Uploaded by

    Sohail Ahmad
    The document discusses customer satisfaction with e-commerce services in India. It provides an overview of the rapid growth of e-commerce in India from $2.5 billion in 2009 to $12 billion in 2012. The objectives of the study are to understand the key drivers of e-commerce growth in India, examine factors influencing customer preferences like discounts and delivery options, and analyze current and future trends in the Indian e-commerce sector relative to the world. The methodology involves collecting primary data through a customer questionnaire and secondary data from research firms, to conduct a descriptive study of customer satisfaction with e-commerce services in India.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    CUSTOMER SATISFACTION IN E-COMMERCE SERVICES IN INDIA

    Overview:-
    E-Commerce in India was $ 2.5 billion in 2009 and $ 12 billion in 2012, according to
    the statement released by Internet and Mobile Association of India (IAMAI).

    As of now, there are more than 700 different kinds of e-commerce start-ups dealing
    in different kind of segments. Some of them have grown to be near about a billion
    dollar companies like Flipkart, Snapdeal, makemytrip.com, myntra, Justdial,
    bookmyshow.com etc.

    Indian cities are poorly designed and physical space is exorbitant. Obviously, E-
    commerce is the future.

    A/c to latest research by Forrester, E-commerce in India is set to grow close to 57%
    in the period 2012-16.

    Objectives
    My objectives of interests are

    1) To study the main drivers for growth of e-Commerce in India.


    2) To study the importance of various factors (like discount/COD/Offers/free
    shipping etc) for preference of e-commerce.
    3) To study the current scenario & future trends in e-com segment in India vis--
    vis world
    4) To study the impact of demographic factors on e-commerce in India

    Methodology:-
    DATA COLLECTION;-
    Primary Data;- It will be collected through questionnaire sent to respondents.
    The questionnaire will be sent to students of Jamia Millia Islamia, people

    Secondary Data;- It will be collected through the various research &


    consulting companies like EnY, CII, FICCI, KPMG and The Economic Times.

    Secondary data will also be collected through the forums of social media sites
    and e-commerce portalss forums where customers share their experiences.
    Sample Design;-
    Sample design will be basically convenience sampling. Sample Size = 150
    Respodents:- 1) Students of Jamia Millia Islamia
    2) Users of social media sites like Facebook, Twitter, Quora
    etc

    Research;- The research is descriptive. We have clarity about the issues and
    objectives. The research will help us reach on a informed conclusion about
    the customer services in e-commerce in India

    Questionnaire
    1) Name and Address (Optional)

    ____________ ___________ __________________ ________________

    __________ _______________ _________________ ______________

    2) Gender

    A) Male_______ B) Female_________

    3) What is your age?

    A) 15-25 B) 25-35 C) 35-45 D) 45 or more

    4) Where do you use internet on?

    A) At home (PC)

    B) Cyber Caf

    C) Smartphone

    D) Any other, please specify

    5) How many hours do you spend daily online?

    A) 1 hour or less B) 1-2 hrs. C) 3-4 hrs.


    D) 5 or more hrs.

    6) What kind of purpose(s) do you internet for?

    A) Social Media & entertainment

    B) Professional use

    C) To seek product/service related information

    D) Online Shopping
    E) All of Above

    7) Have you ever ordered something online?

    A) Yes B) No

    8) How often do you purchase goods/services online?

    A) Very often

    B) Often

    C) Sometimes

    D) Rarely

    9) What kind of products/services you order frequently?

    A) E-Tickets & hotel bookings etc

    B) Electronic gadgets

    C) Apparels & accessories

    D) Books

    E) Any other, please specify

    10) Reasons for using e-commerce platforms

    A) Cash on Delivery

    B) Time savings

    C) Cost competitive

    D) Better product Info

    E) Home Delivery

    11) What is the mode of payment while doing online shopping?

    A) Credit/Debit card payment B) Cash On Delivery

    12) What is the most important aspect of making purchases online?

    A) Discounts

    B) Brand value of e-commerce portal

    C) Customer reviews

    13) Which e-com portal do you use most of the time for purchases?

    A) Flipkart
    B) Ebay

    C) Snapdeal

    D) amazon.com

    E) Any other, please specify

    14) What is the biggest concern while doing online shopping?

    A) No timely delivery

    B) Damaged/fictitious goods delivered

    C) Privacy/Credit card info violated

    D) Any other, please specify

    15) In case of aforementioned issues, how responsive the e-com portal has been to
    resolve your problem?

    A) Very responsive

    B) Average responsive

    C) Poor response

    D) Not response at all

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