Chapter- 1

EXECUTIVE SUMMARY

The objective of this report is to describe and analyses the preference of customers and the prospect of online
business among rural customers and retailers. This study aims to understand the preferences of the rural
customer in respect of the online and offline mobile purchase. Observations on online and offline buyers have
been evaluated to see how value is constructed in both channels and analyze what factors influence online and
offline shopping. It also provides an impression of the online shopping decision process by comparing the
offline and online decision making and identifying the factors that motivate customers to decide whether to go
online shopping or go for offline shopping. The methodology to conduct the study is a primary survey with the
help of questionnaire among offline retailers and rural area and also among the customers of rural customers.

Results of data analysis show that offline shops are affected by online e-tails shops in terms of sales, their sale
has gone down drastically while in urban areas customers are preferring online shops because of the offers
provided by the e-tails where rural area customers are preferring for offline purchasing mobiles. And in the
rural area, people are also not attached to technology so they are preferring offline shopping rather than online
shopping. This study also aims to understand the preferences of rural customer with respect to the online
business. For the last few years as the population is more aware of the technology the online shopping increased
immensely. In urban area Young generation is more likely to go for online shopping because they are more
aware of the technology & trends, where rural area people not aware of the technology.

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 Chapter-2
PROBLEM DEFINITION AND RESEARCH METHODOLOGY

2.1 Problem Definition

This study aims to understand the preferences of the rural customer in respect of the online or offline mobile
purchase. There is a need to understand the problems which they face during the purchase of online products.
Consumer has a perceived risk regarding the delivery of the product on time. As it is an online purchase there
can be a misrepresentation of the product on the website. When consumers tend to buy the offline product, they
do not have to pay the shipping cost and support services as these are provided by the same retailer. The retailers
are facing challenges due to online business because of price, ability to use the internet and to compare the
prices with online product. Retailers are facing challenges due to the sudden increase in online sales. Retailers
are being forced to develop new channels to compete with the online business.

2.2 The Title

“E-tailing Business and the Factors Responsible for the Growth of it with Special Reference to Mobiles E-
tailing - A Study of Bangalore Rural Market’’

2.3 Objectives

1. To analyses the preference of customers and the prospect of online business.

2. To assess the challenges of online business.

2.4 Research Methodology

2.4.1 The List of Data Collected

 Locations of shops
 Dimension of the shop
 Annual Turnover
 No. of customers and employees
 Demand from customers
 Behavior of customers
2|Page
  Strategies adopt by retailers
 Price and product information
 Impact of E-tail
 Different offers and Payment option
 Preferences of customers
 Satisfaction Level of Customers
 Features of mobile which customer mainly look for
 Factors drive customers to go online

2.4.2 Sources of Data Collection

2.4.4.1 Primary data

 Retailers
 Customers

2.4.4.2 Secondary data

 Existing Satisfaction
 Articles
 News

2.4.3 Research Design

2.4.3.1 Sampling

2.4.3.1.1 Sampling Technics

 Random sampling

2.4.3.1.2 Sampling Elements

 Retail and wholesale store
 Customers

2.4.3.1.3 Sample Size

 40 (Rural Retailers)
 40 (Rural Customers)

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 2.4.4 Tools Used

2.4.4.1 Tools of Data Collection

 Interview
 Observation
 Questionnaire - with open ended and close ended questions

2.4.4.2 Analytical Tools

 Simple graphical tools
 Pie Chart

2.5 Scope of Research

The scope of the research paper is to find out to analyze the preference of customers and the
prospect of online business rural areas (Laxmipura, Kaggalipura, Somanahalli, Amrapali) in
Bangalore. The research paper also tries to find out the challenges of rural retailers.

2.6 Limitations of Research

 The survey is conducted only in rural & urban areas of Bangalore.

 Sample size selected may not be the whole representative of the data collected and therefore
data can’t be generalized.
 Time limitation & geographical restriction.
 Some retailers were hesitating to give responses.

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 Chapter- 3

ANALYSIS AND INTERPRETATION

3.1 Introduction

In order to reach on the conclusion of my deep study and analysis have been done by the help of flow of
analysis. Where first of all profile of retailers (rural) and customers (rural) have been separated which gives
overall data about retailers and customers each. In order to analysis the E-tailing Business and the Factors
Responsible for the Growth of it with Special Reference to Mobiles E-tailing A Study of
Bangalore, Rural Market’. separate analysis has been done which tell the entire scenario of retailers in
rural areas. Customers responses are also necessary and there is separate behavior within customers
irrespective of rural areas. So in order to analysis it properly both customer’s segments have been separately
analyzed. On last comparative analysis has been done with the purpose of knowing the total impact, i.e.
how much rural retailers have been affected and what are the challenges they are facing.

Profile of Respondents

I. Rural Customers

Occupation Income (£ lakh)

4 13 6 10
11

12

Figure.01 Figure.02

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 Age Martial status

Female, 14,
35%

Male Female

Figure-03 Figure-04

II. Rural Retailers

Shop location Shop type

35

Figure-01 Figure-02

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 Turnover (Per annum) Dimension of shop (Sq. Ft)

Upto 500 Above 500

21
0%

100%
Upto 30

Figure-03 Figure-04

No. of customers (Per day) Pattern of Footfall

20

32

Upto 50 Above 50

Figure-05 Figure-06

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 3.2 Rural customers

Types of mobile

IOS
3, 8%

4, 10%

5, 12%

28, 70%

Figure.01

In semi-urban area and rural area, there is a huge potential telecom user base that needs relevant
and affordable content, connectivity,4G services. And rural area people depends on the availability
of affordable devices, services. Customers are purchasing Android mobiles, as it is the most
reasonable option for them under the income group. Most of the customers belong to the income
group range from 20,000 to 35,000 and 35,000 to 50,000 rupees. It is known that Apple mobiles
target customer segment is mainly high-income group, and as in the rural areas a very few
customers are under high-income group as a result of it a very less number of people are using
iPhones compared to Android mobiles. In rural areas, the majority of customers are age between
18 to 25 who are using mobiles and who are more aware of technology. Now in the rural area,
people are educated and those are educated they are preferring E-commerce sites like Flipkart,
Myntra, Amazon. E-commerce sites give more offers than online shops and those who are using
the technology they are aware of it. So, that’s why Most of the youngsters generally go for android
mobiles, because android mobiles are most reasonable under the purchasing capacity of young
people who are earning in the range between Rs. 20,000 to 50,000 rupees.

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 Channel Preference for Purchase

Figure.02

According to the data, 60% of smartphone consumers prefer offline channel over online primarily
due to comfort and experience of touch and feel at these retail shops. Majority of the customers
buy their mobile phones from offline stores as it is known that the delivery facility of online stores
is limited depending upon the area of delivery. So the rural customers those who wants to buy their
mobiles from online stores, they find it difficult because of the delivery issue in remote locations.
As the majority of customers are students followed by employees and business people, in rural
areas it is more convenient for them to buy their mobiles from the next available mobile shop.
Now-a-days e-tails give huge deals on various mobile purchases. But because of the availability
and delivery issue rural customers are not very interested to buy their mobile phones from online
channels, rather they prefer local shops which are selling all types of mobile phones so that they
can choose from variety of stocks and it also enables to rural customers to get a quick service if
they needed from the local shops. And generally, in rural areas customers have strong beliefs on
local retailers compare to e-tailers. And also the nearest to home, the convenience of stores
followed by retailers trust with a wide variety of options gives consumers comfort to go for the
offline purchase of smartphones.

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 Features which customers prefer

10

14

13

Figure.03

The first thing everyone needs to do when buying a phone is to fix a budget. In rural area, people
are mostly looking at the features like camera, battery, and RAM before purchasing the mobiles at
the most reasonable price. In rural are people like most of the students and employees are looking
for a camera, battery life, RAM, and others are like budget, display, screen size, internal storage,
etc. In rural area, everyone needs to do when buying a phone is to fix a budget. Screen size is the
most important when buying a smartphone. Students are preferring large screen. Students generally
go for mobiles with high RAM and battery backup, as they use mobiles for their study and gaming
purpose. In market dual camera smartphone is a trend now in the smartphone market. Using various
apps those consume high battery are used by working people, they use their mobile mainly for the
official calling purpose, where on the other hand business people are also using their mobiles for
the various calling purpose to contact their customers, vendors, suppliers, etc. In all the above case
it was found that usage of mobile phones depends upon the customer’s profession. As a majority,
battery life and RAM are the most sought features that customers are looking for. As the income
group of most of the customers are average, so they can easily go for android mobiles, which
provide better speed and battery life under the budget of the customers.

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 Price range

30K to 50K
8% More than 50K
0%

10K to 30K
32%
up to 10K 60%

upto10K

Figure.04

In semi-urban and rural areas, there is a huge potential telecom user base that needs relevant and
affordable content. According to telecom regulatory India 522 million in urban areas and 351
million in a rural area. Customers prefer to buy mobile phones below ten thousand. From the income
statistics of the customers, it can be assumed that mobile phones priced below ten thousand are the
most affordable options for the customers who are earning between twenty thousand to fifty
thousand. Majority of the customers are students; from that, it can be assumed that students
generally go for mobile which is of low range but provides all the features which are needed for
their daily use. Where the majority of the service people and the business professionals go for the
next price brand which is of Rs. 10,000 to Rs. 30,000 rupees according to their earning. From the
statistics, it is clearly seen that most of the customers are students and they are aged between 18-
25, as a result, most of the mobiles which are being sold are below Rs. 10,000 rupees range, which
is affordable by the students and a clear correlation among both can be seen, why the sale of
mobiles below ten thousand is more.

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 Factors influencing customers to go online Different Payment Options

18 Cash on
delivery,
16 16
14
25%
12
Net
10 banking,
8
8 Debit
card, 6
6
10%
33% 4 Credit
Card, 2 Paytm, 2 Phone
2 pe, 1
0
Offers Others Credit Net Debit Cash on Paytm Phone
Card banking card delivery pe

Figure.05 Figure.06

Customers are fond to purchase their mobile phones from online stores mainly because of the
different offers like festival sales and cash discount provided by the online shops. Easy buying
options enable time-saving for the customers and also allows to choose from a huge range of
variety of stocks and also customers can compare among various mobiles those are available
online. The majority of the customers are young and they are very fond of new technology, with
online purchase option it enables the customer to compare and choose their mobile phones under
their budget with all the features they are looking for in their mobile. It is clear that those customers
who opted for pre-payment option during the purchase they prefer to pay via debit card or net
banking, as those are the safest options for payment. It is clear that most of the customers, who are
buying mobile phones online are going for cash on delivery option. But online retailers provide
cash-on-delivery options for very selective locations in rural areas. so, while purchasing mobiles
from the online store they don’t get the option for cash on delivery for all locations. As a result, it
was seen that a good number of customers are adopting pre-payment options through various
online payment and also getting a huge discount on the purchase.

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 Online vs offline in terms of the offer

Yes, No

19, 48%
21, 52%

Figure.07

Most People are satisfied with the online shopping as they are getting a chance to compare within
a huge variety of mobiles through online purchase option under their budget. As the majority of
the customers belong to the age group between 18-25 and they are young people they are very fond
of getting new offers and low price deals, as a result, they try to get deals through online purchase
as online shops provide more option and offers. Majority of the rural customers are students and
they have a less purchasing capacity, as a result, they go for android mobiles which cost less than
ten thousand. Though customers are preferring online purchase options, there are headless like
delay in delivery, availability of service center facility, easy replacement or refund, etc. In the
online purchase, customers get an option to compare a wide range of mobile in terms of price and
features.

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 Satisfaction towards online delivery

Netural, 11

Figure.08

In urban areas, when people buy a mobile phone through online retailers they get the delivery
within a very short span of time, even within 24hrs if they have premium. But in rural areas there
is a lack of infrastructure and e-tailers does not have enough reach, due to which often delivery
gets delayed. Which causes dissatisfaction among customers. We can see that customers who buy
the mobile phone from online retailers seem not so happy with the delivery. They find offline shops
near to their locations which are more convenient in terms of delivery, getting easy service with
easy replacement facility. As a majority of the customer are working people, all are busy with their
work and delay in getting service may cost them in terms of monitory or other values. The major
section of the customers is aged between 18-20, as youngster they generally don’t want to wait for
a longer period to get their mobile and want to get the service as soon as possible, but due to long
distance from the delivery hubs and poor communication systems delayed their delivery and that
leads to the disappointment towards online retailers.

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 Factors influencing to go offline

Figure.09

The study revealed that the accessibility and the convenience of the shopping sites, create the
intention in the customers to purchase or not. Customers are buying mobile form offline stores
mainly because of the trust issues. Customers can get better post-buying service from offline stores
than online. As it was found that delivery service in the rural areas is slow due to which customer
don’t get delivery on time and in rural area customers are well aware of the local shops which are
more convenient as well as they have trust on retailers. And such trust persuades customers to
purchase offline in rural areas. Apart from trust factors customers get various benefits in offline
purchasing in rural areas such as discounts, post-purchase services, easy return and gifts which
attract customers to go offline to purchase mobile phones. Online retailers are yet to diversify their
distribution channels in the rural areas due to poor infrastructure and rural retailers take this as an
opportunity and try to build a strong position in customer’s mind for short term as well as long
term. After relating both the medium of shopping the consumer said that offline shopping is more
convenient for them and gives more satisfaction which inspires customers.

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 Rating of offline platform for purchasing mobile

1isLowand 10isHigh

Figure.10

70% of smartphone consumers prefer offline channel over online primarily due to comfort and
experience of touch and feel at these retail shops. Rural customers are giving high rating to the
offline retailers that may be the result of a trust issue as it plays a major role in an offline purchase.
The offline retailer can provide better and quick service than the online retailers as offline stores
are more convenient to the customers in terms of getting quick service and easy return. As the
majority of customers from the rural sector are student followed by employees and business
professionals and in general they stay in the same or nearby locality where the shops are located,
they get better service whenever they needed, also they can return their mobile or exchange their
mobile if they are not liking it after purchase. Rural customers find that buying mobiles from the
local shops are more convenient for them as they provide good offers to the customers. It was
found that the majority of rural customers are satisfied with the overall service provided by the
offline stores.

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 Customers Preference

10

Keypad Window Iphone

Figure.11

Mobile phones have become mandatory for everyone. people take this as a most necessary to have
in their life whether it is a rural or urban area. In rural area customers mostly look for keypad mobiles
phones because of high utilities and uses. Most of the customers use mobile phones belong to
students followed by an employee whose income level is very limit. Customers who are employee
buys features phones because they mainly focus to take use of it i.e. calling purposes whereas
students attract more toward smartphones because they want to stay updated and these customers
mostly use their phones in playing games, taking pictures and for study purposes. In the rural area,
most of the shops are located in commercial areas keep phones as per demand i.e. features and
smartphones that’s why retailers keep multi-brands phones in their shop to cater all types of
demand comes by the side of the customer.

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 Factors influencing customers and strategies adopted by retailer

18

20

15

9
8

5
5

DISCOUNT EMI FESTIVAL GIFT CARDS CASH OFFERS CREDIT0 SALES OTHERS
SALES DISCOUNTS

Figure.12 Figure.13

Discounts and rebates influence the customer to shop more. A customer might not need a product,
but a discount will encourage him/her to purchase the same as he or she would now get it at a lower
price. Promotional schemes like free gifts also affect the purchasing decision of the customers. A
free pen drive with head phones would definitely promote the customers to shop more. That’s why
retailers give other benefits to customers such as gift cards, coupons, and free accessories. These
benefits attract customers to go offline as well as when retailers give coupons or gift cards to its
customers, it becomes compulsory for customers to visit retailers’ s shop again in order to
redeemed the coupons. Most of the customers in rural areas are students and they attract by these
benefits as well when they pay online to retailers, they get cash back too. Not only offers, gifts
customers treatment is an effective way to pull the customers into the store. Understand customers
well, their preference and try to find out what they expect from the store.

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 Customers preference e-tail over retail

18

9
7
6

Figure.14 Figure.15

Purchasing products or services over the Internet, online shopping has attained immense popularity
in recent, mainly because people find it convenient and easy to shop from the comfort of their
home or office and also eased from the trouble of moving from shop to shop in search of the mobile
phones of choice. In this E-tail era, customers have become chooser and sensitive because they can
compare any products by sitting on home and can order the same even less price than offline
retailers. Because of the digital marketing era, people know everything about a new product before
launching. So when e-tail companies start selling off these mobiles customer order from these
medium and because of this offline retailer’s sales is decreasing day by day. People are ordering
mobile phones from online. In online shops 49% of free shipping which is influencing the
consumers purchase decision. In online also free easy return easily available and easy return policy
makes the consumer feel more trust to website and brand.

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 Change in sales

Yes No

14

26

GoneUp

Figure.16 Figure.17

It is known to us that the growth of e-tail is very fast because it’s a very easy medium to get good
price range mobile phones very easily. In rural areas maximum retail shops are in commercial areas
with multi-branded mobile phones, very few retail shops are an exclusive showroom. 50 customer
come every day to these retail shops for purchasing mobiles from shops, these are mainly students
or employees and they ask mobile phones at the same price as online retailers provide. But if
retailers don’t give on that price than customers purchase from online shops. Because of these
reasons sales of offline retailers are going down day by day. However, offline retailers also have to
sustain in the market so they try to give some benefits or offers to customers because of that they
get less margin level. In order to survive, most of these retailers to have made an attempt to lower
their prices but considering their high cost of operation these retailers have to sacrifice on their
margin per mobile.

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 Customer Behavior

Credit Sales, 0,
0%

38%
23, 57%

Figure.18

Customers always want a product of high value at a cheaper price. And when they think to purchase
any expensive products such as a mobile phone, they think of getting good mobile phones at very
low price. And for that customers go through various options available to them. As well as at the
time of purchasing they bargain a lot. As it is known to us that, most of the customers in rural areas
are employees, which prefer offline medium for purchasing mobile phones. And when customers
visit retailer’s, they bargain in order to get mobiles within a low price. When it comes to customers,
who are students, they show price sensitiveness behaviors because they have facilities to compare
price from e-tail.

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 Challenges faced in online business -:
Following are the challenges faced in online business.

1) Security and privacy

2) Fulfillment

3) No touch and feel experience

4) Trust issues

5) Delivery

6) Technology

1) Security and privacy -:

Cyber security on the internet today is the major problem why rural area do not shop online. E-commerce
sites record important customers’ data like names, numbers, bank details. And rural area people think
their Privacy is being violated.

2) Fulfillment -:

It is a crucial component of customers’ satisfaction. In rural area, there are very limited offers if
consumer purchase through online shopping store site. Rather, they get many offers if they purchase
through offline mode.

3) No touch and feel experience -:

To see, touch, feel and try out items is the main reason why rural customers choose to shop in online
store. When rural area people buy product online, they miss the ability to try on, touch and feel the
product. In rural area, female shoppers want to see, touch, and feel the product before buying them.
Younger and old generation want to see or try product out in the stores.

4) Trust issues -:

Consumers lack personal intersection with the retailers and suppliers of goods in online purchase.
Whereas, customers share a great bond with the retailers. If, they purchase from store. Many a times,
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 customers have trust issue as they are of the opinion that they will not get the actual product as it has
been shown in the online sites. Therefore, they opt to makes purchase through online mode. Also some
online sites do not offer cash on delivery option for the purchase made.

5) Delivery problems -:

Because of lack of proper transportation system in rural area. There is no online delivery available for
rural place. Service delivery in rural area is costlier than urban area, larger distances that have to be
travelled by service users and service products.

6) Technology -:

The high percentage of people in rural area who are not aware of internet. Most of the people are
illiterate. And therefore, they are not updated with the latest technologies. They also find it difficult to
place the order through online shopping sites. Rural area people lagging behind the advantages of
technology. It is sometimes costly for them to have the advanced technology.

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 Chapter - 4
FINDINGS

i. After going through various primary and secondary research the data which I had collected for the
market research through both online and offline responses the findings are as follows,

ii. In rural area, people are preferring offline store because they want to touch and feel the product
before buying rather than online.

iii. Respondents from both urban and rural retailers also expressed the advantages and disadvantages
of both online and offline while selling mobile phones. Urban retailers are having a set of loyal
customers that is their advantage, but they lose many new customers which decrease their sales
and revenue up to 30%. But in the rural area, the retailers are having a different perspective because
of the lack of advancement of technology. Most of the rural customer prefer buying in stores which
helps in increasing the direct revenues of retailers.

iv. Technology penetration is more in urban areas rather than in rural areas. So urban people are open
to change and willing to take the risk (i.e. urban customers are innovators). In the rural area, people
are not ready to purchase from other media until there are no traditional alternatives (i.e. rural
customers are laggards)

v. It was found that online business has impacted drastically to retailers in terms of low sales, less
margin and fewer profits. The impact is less in rural areas because customers prefer purchasing of
mobile phones offline due to more convenience and trust on shopkeepers.

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 Chapter- 5
CONCLUSION

Customers through to your store. You’ll have to accept that a larger marketing budget is required,
compared to a bricks-and-mortar store. You’ll need to allocate more resources and time to marketing
in order to let customers know you exist and are open for business.

It’s also more difficult to build meaningful interactions with your customers as there’s no face to face
interaction. You’ll need to go the extra mile to give customers confidence in your store and assure them
you’re a trustworthy brand. The advantages of offline retail are well cemented. It remains the most
popular shopping channel for consumers and can’t currently be matched by online when it comes to
customer experience. With a traditional bricks-and-mortar store, you can craft a unique experience for
your customers and express your brand in a creative way. Having an offline store also gives you instant
access to passing trade, without having to invest in a marketing budget. Having a great store location
can make you easily visible to your target market and can build your brand locally.

Even for an e-commerce retailer, having a physical store is a brilliant way to express a vision for your
brand, sell an experience to your customers and reach new markets. Therefore, both offline and online
shopping has their own pros and cons, depending on how they deal with Making a choice between
selling online through an e-commerce store, and selling in a traditional bricks-and-mortar location can
be incredibly difficult. Whether you sell online or offline will change how you interact with customers,
market your products and hire new employees. Online retail is continuing to grow at an astounding rate,
yet the majority of people still actually prefer to shop in-store, so there are still great opportunities for
retailers to take advantage of both. Which option you choose will depend on your business, the product
you sell and how you want to interact with customers.

Customers also appreciate the convenience of e-commerce. Being able to shop from home without direct
sales pressure, and with the ability to browse in your own time can make the process much more
appealing to some customers. Then having products delivered straight to their door, within a few days
and even at a time to suit the customer, can be even more attractive.

From a retailer’s point of view, being able to accurately track the customer’s interactions with your
store across multiple different platforms gives you access to data that can elevate marketing efforts
above anything a traditional store could manage. While an online store can be quicker and simpler to
set up than a physical one, not having a location can make it costlier to drive it.

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 Chapter 6

BIBLIOGRAPHY

1. https://www.smartprix.com/bytes/after-a-brief-tussle-in-india-offline-market-is/

2. https://www.livemint.com/Industry/7ahYCsvi9A99lznYTi0VFP/Online-retail-sales-in-
India-seen-growing-to-327-billion-t.html
3. https://www.google.co.in/search?rlz=1C1GCEU_enIN820IN820&ei=7ef0W4SrDojVvA
TtzaaQDw&q=growth+rate+of+online+smartphone+sales&oq
4. https://gadgets.ndtv.com/mobiles/news/canalys-online-smartphone-market-in-india-38-
percent-q3-2018-1931107

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 Chapter-7
APPENDIX

Questionnaire for Customers

Name - Gender: Male female other

Contact No-
Please specify your age group (years);
a) 18-25 b) 26-40 c) 41-50 d) 51-Above

Occupation:

a) Students b) Business c) Employee d) others

Please specify your monthly household income (₹)?

a) Less than 20,000 b) 20,000 to 35,000

c) 35,000 to 50,000 c) more than 50,000

Marital Status:
a) Unmarried b) Married

1. Which type of mobile do you have?

a) android b) Microsoft

c) iOS e) Others

2. Please write the model of your phone (example: Nokia1100, Honour9 N, etc.)

3. From where have you bought the mobile?

a) Offline b) online
4. How long you are using the mobile phone
a) Less than1 year b) 1 – 2 years
c) 2 – 4 years d) Above 4years

5. What feature do you prefer during purchasing mobile?

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 a) Camera b) battery life

c) RAM d) others
6. In what range you purchase the mobile?
a) up to 10K b) up to 30K
c) up to 50K d) More than 50K
7. Which mode you prefer to purchase mobile?
a) online b) offline
8. What factors makes you purchase online mobile?
a) offers b) mode of payments
c) Convenience or variety d) others

9. Select the payment mode normally adopted by you in online shopping

1) Credit card 2) Net Banking 3) Debit card 4) Cash on deliver
5) Paytm 6) Phone pay 7) Others (Please specify)

10. What factors makes you purchase offline mobile?

a) Easy Available b) Believe over shopkeeper
c) Easy to return d) others

11. Rate the online and offline platform for purchasing of mobile?
ONLINE
(Dissatisfaction) (1 2 3 4 5 6 7 8 9 10) (satisfaction)

OFFLINE

(Dissatisfaction) (1 2 3 4 5 6 7 8 9 10) (satisfaction)

12. Do you think mobile purchase on e-tail give more offers?

a) Yes b) No
13. So far, I am satisfied with the speed of delivery for online shop.

a) strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree

14. You are overall satisfied with your experience of shopping online.

a) strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree

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 Questionnaire for Retailers

Name -
Contact No-
Please specify your age group (years);
18-25 25-40 40-50 50-Above
1. Shop name:
2. Shop type:
3. Shop size:
4. Do you have service center facility?
a) Yes b) No

1. In which year have you established your shop?

2. In which area your shop is located.
a) Residential b) commercial c) Junction d) Highway
3. What is the number of customer come in a day?
4. What is the annual turnover of your shop?
5. What is the number of employee in your shop?
6. What is the peak day of your shop in a week?
7. Which type of mobiles are generally asked by the customer?
a) Keypad b) Android
c) Windows d) I phone
8. Out of the 10 phones your sale, how many of them are
a) keypad_____ b) touch screen_____ c) I-phone_____
9. What do you think, customers are attracted more while purchasing?
a) Cash Discount b) Offers
c) Credit sales d) others (please specify)
10. How much percentage of repeated customer you get?
11. What is the price range most customers look for?
a) less than 5000 b) 5000- 10000
c) 10000- 20000 d) above 20000
12. What strategies you are applying to sell your product?
a) Discount b) EMI
c) Festival sales d) Gift cards
e) Others (please specify)
13. What is your opinion on e-tail?

14. Do you think customer are preferring e-tail over offline shop?

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 a) Yes b) No
15. Which factor is mostly influencing the customer towards e-tail according to you?
a) COD b) Different payment mode
c) EMI d) Others
16. Do you think growth of e-tail affect your sales?
1. Yes 2. No
if yes
a. how it is affecting your sales?
b. Do you think your sales has gone down? 1. Yes 2. No
c. Do you think your margin level has gone down? 1. Yes 2. No
d. By what percent your revenue has gone down?
1. Up to 10 % 2. Up to 20%
3. Up to 30% 4. 31% and above
e. What is the change in foot fall during peak season?
1. Gone up 2. Gone down
3. No changes 4. Don’t know
f. Have you increased stock as per customer preference?
1. Yes 2. No
g. What type of offers are you offering to your customers?

h. Are you providing any type of EMI payment option?

1. Yes 2. No
i. Are you providing different types of payment option to your customer?
1. Yes 2. No
j. Do you provide any type of rebate during festival season?
1. Yes 2. No
k. Which type of customer behavior you find during purchasing?
1. Bargaining 2. Price sensitive
3. Credit sales 4. Others
l. What type of offers generally customer ask during purchasing?
a) Cash Discount b) Offers
d) Credit sales d) others
m. Do you provide any type of replacement scheme to your customer? Yes-No

n. How you are tackling with these problem?

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15. What kind of support you are getting from different brand?

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