Internship Report on

“TO STUDY THE CUSTOMER PERCEPTION AND

EXPECTATION WITH SPECIAL REFERENCE TO DAILYNINJA –
DELIVERY SERVICES PVT LTD., BANGALORE.”

By

MANISH KUMAR YADAV

INH14MBA69

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

DR. SHEELAN MISRA Mr. AUNRAG GUPTA

HOD, Dept. of Management Founder- Daily Ninja Delivery

NHCE services Pvt. Ltd,

NEW HORIZON COLLEGE OF ENGINEERING

DEPARTMENT OF MANAGEMENT STUDIES
OUTER RING ROAD, Bellandur post, near
Marathalli, Bangalore 560103
2014 - 2016
 ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have made this project
come alive.

I would like to express my heart-felt gratitude to Dr. MANJUNATHA, Principal, New Horizon
College of Engineering, for his moral support throughout the course of my project.

I would like to express my heart-felt gratitude to Dr. SHEELAN MISRA, Head of Department
of Management Studies, New Horizon College of Engineering for her valuable suggestions and
moral support throughout the course of my project.

I am gratefully indebted to my internal faculty guide, Dr. SHEELAN MISRA, Professor,

Department of Management Studies, New Horizon College of Engineering, for encouraging me
and for his constant support throughout the course of the project and helping me complete it
successfully.

A special note of gratitude goes to my external guide Mr. ANURAG GUPTA , Founder- Daily
Ninja- Delivery Services Pvt Ltd. for providing me an opportunity to work in this corporate
exposure and for his support and guidance in this endeavor.

I wish to thank all the people who have helped me to work on my project. I finally thank my
family and friends for their constant support and guidance.

MANISH KUMAR YADAV

( INH14MBA69 )
 CONTENTS
Sl. No CHAPTERS Page No
Executive Summary 1
. Chapter 1
1.1 Introduction about the internship 2
1.2 Title of the study 2
1.3 Need for the study 3
1.4 Objectives of the study 3
1.5 Scope of the study 4
1.6 Research Methodology adopted 4–5
1.7 Literature review 6
1.8 Limitations of the study 7
Chapter 2
Industry & Company profile
2.1 Industry Profile 8-16
2.2 Company Profile 17
2.3 Company logo & Overview 18-19
2.4 Promotion 21
2.5 Vision & Mission 22
2.6 Products & Services 22-27
2.7 Competitors Information 28 – 30
2.8 SWOT Analysis 31
2.9 Future Growth and Prospects 32
Chapter 3
3 Theoretical background of the study 33 – 39
Chapter 4
4 Data analysis and interpretation 40 – 82
Chapter 5
5.1 Summary of findings 83-84
5.2 Conclusion 85
5.3 Recommendation and Suggestions 86
Bibliography 87
Annexure 88
 LIST OF TABLES

SL. No. PARTICULARS PAGE NO.

4.a Showing the Gender of the respondents 39

4.b Showing the Occupation of the respondents 41

4.c Showing the Income group of the respondents 43

4.1 Showing from where the customer Got aware about the App 45

4.2 Showing that Daily Ninja is their first App 47

4.3 Showing the source of Information about the App 49

4.4 Showing whether customers use other Apps 51

4.5 Showing the customers view on uniqueness of the App 53

4.6 Showing how comfortable the customers are in using the App 55

4.7 Showing the does the customers use the App Daily 57

4.8 Showing the satisfaction of customer by the provided Products 59

4.9 Showing how comfortable the customers are in Online payment 61

4.10 Showing how the features are as compared to other Apps 63

4.11 Showing the rating of the delivery by Daily Ninja 65

4.12 Showing the satisfaction of customers from Daily Ninja customer 67

Support

4.13 Showing customer expectation from Daily Ninja 69

4.14 Showing the customer’s satisfaction by Pricing of Daily Ninja 71

products

4.15 Showing difficulty faced by the customers while using the App 73
4.16 Showing the customer support’s activeness in solving the issues 75

4.17 Showing will the customers would recommend the App 77

4.19 Cross tabulation between Difficulty faced by the customers and 80

Customer Support activeness in solving the issues.
 LIST OF CHARTS & GRAPHS

SL. No. PARTICULARS PAGE NO.

4.a Showing the Pie chart for Gender of the respondents 40

4.b Showing the Bar graph for Occupation of the respondents 42

4.c Showing the pie chart for Income group of the respondents 44

4.1 Showing the pie chart from where the customer Got aware about the 46
App

4.2 Showing the Graph that Daily Ninja is their first App 48

4.3 Showing the pie chart source of Information about the App 50

4.4 Showing the bar graph whether customers use other Apps 52

4.5 Showing the Pie chart customers view on uniqueness of the App 54

4.6 Showing the pie chart how comfortable the customers are in using the 56
App

4.7 Showing the bar graph does the customers use the App Daily 58

4.8 Showing the Pie chart satisfaction of customer by the provided 60

Products

4.9 Showing the pie chart how comfortable the customers are in Online 62
payment

4.10 Showing the pie chart how the features are as compared to other Apps 64

4.11 Showing the pie chart rating of the delivery by Daily Ninja 66

4.12 Showing the pie chart for satisfaction of customers from Daily Ninja 68
customer Support

4.13 Showing the pie chart of customer expectation from Daily Ninja 70
4.14 Showing the bar graph of customer’s satisfaction by Pricing of Daily 72
Ninja products

4.15 Showing graph of difficulty faced by the customers while using the 74
App

4.16 Showing the bar graph of customer support’s activeness in solving the 76
issues

4.17 Showing the pie chart that will the customers would recommend the 78
App
EXECUTIVE SUMMARY:-

The E-commerce sector is growing and plays a vital role in the Indian Economy. This
particular sector accounts a big percent of the market or country’s Gross domestic
product (GDP), has emerged as one of the fastest and biggest growing sector in the
country as well as in the global landscape. This particular sector also contributes a large
percent on the global output and also in the employment of the youngsters of the country.

Daily Ninja- Delivery Services pvt. Ltd, is an fast growing Indian e-commerce
business which was been started by two young minds of the growing nation. This
organisation provides an unique service of providing the daily needs of the people to their
door steps early in the morning, which is not done by any of the e-commerce business
present in the market. The organisation is an subscription based app which helps the
individuals to get their daily needs on MRP and on offers as well, such as Milk, curd,
groceries and other daily Needs.

The study focuses on the customer perception and expectation towards the company
and also understand their view and experience from the service that has been provided by
the company to the customers. Descriptive methodology is been used for the particular
study.

The organisation had a great strat and more surprising is its growth in the market because
of its uniqueness and the kind of different service that it provides as compared to the
other e-commerce business in the market. The company has to focus more on its
marketing aspects and also concentrate on the adding more product ranges , so that the
no. of customers could increse month by month, as well as the profit of the organisation.

1
1.1 INTRODUCTION :

This internship project report on customer’s perception and expectation is been prepared for
MBA Marketing . This project has been prepared to put light on the customer’s perception
towards new e-commerce business like DailyNinja and the services provided by the
particular company to all its customers. This project report includes meaning and definition
of the customer’s perception and customer’s expectaion, Need to understand the customer’s
expectaion and their perception and also the customer’s reaction towards new E- commerce
business like DailyNinja.

The study helps to understand the image and perception of the customers towards the
company and help to find out what necessary decision has to be taken in order to meet the
customer’s expectation from the company.

The internship has been done at Daily Ninja for the period of 10 weeks as an Customer
Relationship Executive. The ineternship was all about the corporate exposure and its
environmental operations that how the processes takes place, and the necessary steps
that has to be taken in order to solve the issue . At the same time keep going in the
competitive market in order to achieve the goals of the organisation as well as the individual
goals of the candidate for his or her own growth at the organisation.

1.2 TITLE OF THE STUDY :

“ To study the customer perception and expectation with special reference to Daily Ninja.in –
Delivery services Pvt.Ltd”

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1.3 NEED FOR THE STUDY :

The project under taken aims to measure the customer’s expectation and perception level
concerning Daily Ninja App and its services. This study aims to investigate the various
characteristics and factors like the subscription for the services and the orders made by the
customers and the proper delivery of the products at time, the price of the various products
that are available at the app for the customers and also the service efficiency of Daily
Ninja.in .

Therefore the purpose of the study is to analyse the customer’s Post subscription behaviour
towards Daily Ninja and the services provided by the company.

1.4 OBJECTIVES OF THE STUDY :

1. To critically analyze the customer’s expectaion and perception level of Daily Ninja.
2. To study the post subscription service rendered by the Daily Ninja to all its valuable
customers.
3. To ascertain whether the customers are satisfied with existing servies provided by Daily
Ninja.in to the customers.
4. To analyze the performance and the quality of services rendered by the team of Daily
Ninja.in .

3
1.5 SCOPE OF THE STUDY :

 This study provides an clear idea about various customer’s perception and their
expectation towards the new e-commerce entry DailyNinja.
 This survey provides a clear picture about the satisfaction level of the customers
towards the app and the services rendered by Daily Ninja.in. It also outlines the
merits and demerits of the app and service processes by Daily Ninja.
 The study is limited to the customers of DailyNinja app users only, It does not cover
other similar App user in Bangalore.

1.6 RESEARCH METHODOLOGY :

Descriptive research is used to collect information from the customers with respect to their
perception and satisfaction level. The main characteristics of this method are that the
researcher has no control over the variable; he can only report what has happened or what is
happening.

Nature of data collection

Data for the study has been collected through survey method, with the aid of questionaire,
administered to the customers of DailyNinja.in, Bangalore, Keeping in mind the objectives
of the particular survey.

Data collection has been done through:

1) Primary data
2) Secondary data

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  Primary Data:

Primary information for the research process was collected through a structured questionaire and
through telephonic interviews. The respondent chose one of several choices provided in the
questionnaire.

 Secondary Data:

The secondary data that was used for this research was collected through the internet, magazines
and various business newspapers. Some of the previous research papers also helped a great deals
in designing the questionnaire that were used for this study. Some of the text books also helped
in collecting information for the study.

 Sample size :

A customer based survey was conducted in which 100 respondents were asked to fill the
questionnaire. The Questionnaire design includes one open end question and no of close ended
questions.

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1.7 REVIEW OF LITERATURE:

According to Alan saks and Gary Johns, there are three components for perception.

1. The perceiver, the person who becomes aware about some or the other thin and then
comes to an final conclution. The person’s perception will be influenced by only three
main points or factors, the person’s experience about anything, the person could be
motivated or due to some kind of emotional factor.
2. The target, this will be the person who is being perceived and judged. When there is no
proper information about the target, then it will lead to an need for interpretation and also
addition to it.
3. The situation is one of the greatest influencing part in any individual’s perceptions
because as different is the situation it would add up some extra information about the
target.

An ecological understanding of perception derived from James j. Gibson’s early work is that
of parceptio-in-law, the notion that perception is a requisite property of animate action, that
without the pereption the act or the action will be pathless, and without action the perception
will have no reason to serve.

Many philospphers, such as Jerry Fodor, states that the purpose of perception is
learning and knoledge, but the evolutionary psychologists hold that its primary purpose os to
guide action.

6
1.8 LIMITATIONS OF THE STUDY :

All the studies and surveys to be made have their own specifications and is difficult to make
a study on hypothesis even though all possible endeavors to makes this investigations
extensive, experimental and accurate. Thus it is restrained to be some limitations

1. The sample which is selected is very small, therefore may not

be very representatives.
2. The study is limited to the customers of the DailyNinja only.
3. The defendant or respondent are from varied fields and background, therefore their
approaches different from one another which enforce the data analysis.
4. The area selected is very small , therefore may not be geographically
representative.
5. Possibility of casual and inaccurate response – this reduces the
validity of the conclusions.
6. A decorative study was not possible to mirror the real scheme due to the study had to be
completed within a short duration of time.

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2.1 INDUSTRY PROFILE :

E-COMMERCE

Electronic commerce is basically known as E-commerce, is the action of business

transaction in the products and services using various digital networks, like Internet. The e-
commerce draws on technologies such as m-commerce, electronic fund transfer, SCM (supply
chain mangmt ) Internet Marketing E- data interchange (EDI) and also automatic data collection
sustems.

Electronic commerce i.e. is a kind of business model, or department of a very vast business
model, that helps and assists a company or firm to run business over an e- network, mainly the
internet. Electronic commerce operates in all the four major market division: such as the business
to business, business to customer, customer to customer and finally the customer to business. It
can be assumed as the most advanced type of Mail-ordering buying through a pamphlet or
catalog.

E-COMMERCE IN INDIA :
Our country has an Internet user base of around 354 million by August, 2015. Research shows
that India is second largest user base in the entire world, the one which is first is china with
around 650 million. And it is seen that the penetration is low as compared to markets like the US
which is only around 266 million or France which is around 54 million only. But the thing is, it
is growing at an unprecedented rate, adding around 7 million new entries every months.

In our country on of the most preferred payment mode is the Cash on delivery mode, as most of
the customer wants to be on the safer side of the transaction the research say that around 75% of
the transactions happen through this payment mode. And the demand for the foreign country
product is growing a lot as compared to the in-country supply from authorized distributors.

Several Indian firm in e-commerce have achieved the billion-dollar valuations, which includes
famous companies like Flipkart, Snapdeal, Inmobi and Paytm.

8
India’s entire Retail market is estimated to be around $ 470 Billion in the year 2011 and now it is
expected to grow upto $ 678 billion by the end of 2016 and in the future year i.e.2020 the market
estimate will be around $850 billion, - estimated CAGR of 10%. According to the latest research
of Forrester, the e-commerce market of the Indian market will grow as fast as no one would have
expected in the entire world. The growth will be the fastest in the Asia-pacific region at CAGR
of over 57% between the year 2012- 2017.

According to "India Goes Digital", a report by Avendus Capital, a leading Indian Investment
bank specializing in the media and the technological sector, the Indian e-commerce market had
estimated to be around Rs. 28,000 Crore for the year 2011. The online travel and tourism consist
of around a wide range or part of the market in this time. It is also predicted that the online
market will have a great growth in the next 4 years of time, it is said that the rate og growth will
be around 225 of the present rate and will reach up to Rs 54,000 Crore. The overall estimate of
the e-retailing in the year 2011 was around rs 3,600 crore and now by the end of the year 2015
the industry value has crossed more than Rs 53,000 crore.

So now the overall estimate or market expectation is to reach around Rs 1,07,800 crore by this
particular year of 2016 with equal contribution of both the travel and the e-tailing in this market.
One of the most developing and growing industry is the mobile and DTH services and the
recharges that takes place in the country, it is around 10 lakhs transaction daily by all the
operator websites.

Now the new sector in the e-commerce business is the online medicine. There are various
companies in the market like the reckwing-india, buyonkart and also the Healthkart they are
already selling their complimentary medicine in the market with the help of the online network,
whereas some Net Med had started some prescription medicine selling on the online by raising
some funds from various business firms as there are no online pharmacy law in the country and
the selling prescription medicine online with the proper license is allowed.

There can be multiple ways of the e-commerce marketing such as writing of Blogs, Different
kinds of search engines, some of the online ads websites as the famous Google adwords.

9
Our country has got its own type of Cyber Monday known as the great online shopping festival
which was recently started in the year 2012 of December, When the Google india partnered with
various e-commerce companies like the Flipkart, homeshop18, Snapdeal india. The term “Cyber
Monday” was been coined in the united states of America for the Monday after the Black Friday,
which is the particular Friday after thanks giving Day. One of the most recent Great inline
shopping Festival was held during the year 2014 between 10th to 12th of Dec.

Electronic markets is an information system that is been used by various different

organizational companies or the firms within one or more number tiers in economic value
chain.

10
First of all the topology of the particular electronic markets can be centralized or decentralized in
nature. The centralized electronic markets are central part where all of them connect to each
other which often gives the required service to the participants. And the decentralized setting
carries a systematic relationship within the value chain which often is found when the e-
messages are exchanged directly between businesses.

Second, The particular service that is been provided by the electronic market can also serve
allocation purposes. In the particular allocation services are the routing , messaging, identifying
where the allocation service will enable the process of the pricing which can be dynamic in
nature.

This particular thing leads to two main definitions: in a close sense the electronic markets are
mainly conceived as allocation stage with an strong price invention method including the
atomistic relationships. Most of the famous examples develop from the financial as well as the
power industries. In a wider manner, the amount invention is not critical for the particular
electronic markets. This particular step or action will cover all types of electronic collaboration
between the company and its customer and vice versa.

11
Electronic markets can cause very important effect on the particular business quality of being
efficient. From the industry view, transaction amount of economics was used to serve an
example for the relationship between the electronic market and electronic hierarchies. This could
be explained as in actual electronic markets have moved away from the part and have become
visible as an platform that mixes different modes of the governance of kinds of coordination
mechanisms. These “all-in-one-markets” connect the chances of competitive bidding for making
price discovery with the advantages of a foreseeing the relationship to support their relationship
and investments and the quality of being suited for and better bonding.

FUNDING :
By the year 2012, many of the e-commerce company were struggling to make some profit out of
their business. One of the reason was improper investment in their company or business,
however some of the venture capital firm as Accel partners had invested some money their
business. Accel invested some good amount of money in one of the famous business now
i.e.Flipkart.com, by the year 2014 which raised around USD 2.3 billion. Even the entertainment
ticketing website the famous BookMyShow.com which also raised around Rs. 100 Crore from
the Accel Partners.

As per the news by 10 july 2013, the company Flipkart announced that it had got around $200
million from its existing investor which are the Tiger Global, Naspers, Accel Partners and the
ICONIQ Capital. And it was also announced by Flipkart that the new investors also made an
additional investment of $160 million which includes Draoncer Investment Group, Morgan
Stanley Wealth Management, Sofina, Vulcan Inc. and more.

12
Even the recent grown company Pepperfry Got investment of around $100 million from the
Great Goldman Sachs and others. This particular actions shows that all these e-commerce
business are growing at and wonderful rate with the help of these different investors in the
market. They have great scope in this modern era of e-business.

One of the other story of fund raising is about the online fashion Retailer Myntra.com which
raised around $50 Million from some group of investor in the market which is led by the Premji
Invest, The famous investment company that is floated by Azim Premji, the chairman of Wipro.
It was been reported that by May 2014 there was an acquisition of Myntra by Flipkart for Rs.
2000 crores.

13
  SALES SCENARIO :

There are different types of sales scenario in the business and some of them are as
follows:-

 Business-to Consumer (B2C)

In the above type of sales scenario, the companies sell their entire product directly to the end
customers of the particular company through the help of the website. Basically in B2C E-
commerce website shop has an open access for any of the visitor and user.

 Business –to-Business (B2B)

In this particular Business-to-Business the e-commerce atmosphere, the companies will sell all
their finised products to other companies directly without engaing any of the sales with the
customers. As it is known that in most of the e-commerce atmosphere getting into the web shop
will ask for appropriate credentials to Login.

 Customer-to-Business (C2B)

In this particular Consumer-to-Business E-commerce atmosphere, the particular customer will

post or update his product or the services on the website or Online at which the different
companies can post their bid. The customer will look into the bids and will chose the best and
suitable company that meets the customer’s price expectation.

 Customer-to-Customer (C2C)

In this particular model of customer-to-customer e-commerce environment, the customers will

sell their product or services through online websites such as the famous Ebay and OLX. Here
the customers will post the details about the product and services with an pre-fixed amount for
the particular product and the customer who has an desire to buy that particular product will
directly contact the customer and make the deal.

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  Figure 1: Worldwide E-Commerce Revenue, 2000 and 2004 (as a %
share of each country/region)

We can see in the above graph that how the revenue of the E-commerce has been growing
between the year 2000 and 2004. It can be seen that Aisa has an growth of 5% in the years and in
the western Europe countries the growth is really good as compared to the beginning year of
2000, they have grown upto 13%. Even for the rest of the world the growth is better and the
graph also shows that there is an great scope in the future.

Now we can see that how the growth of the E-commerce business has made an mark over the
entire market and is been providing and greater scope of growth for the new entries as well.

15
  Figure 3. Share of B2B and B2C E-Commerce in Total Global E-
Commerce (2000 and 2004)

The M-commerce i.e. Mobile commerce is an unique and different kind of buying
and selling of products and services through various wireless Technology i.e. our mobile phones
which we often use to make onlie tranasaction and buy and sell products from different websites
and Apps.There is news that Japan is seen as the global leader for the M-Commerce as most of
the customers will make transaction through mobiles.

As per the various research it is also said that as the online transaction is getting secured and
confidential, the customers will make almost all the buying process through the mobile itself as it
is most easy to carry and compatable for the customers to use. Thay can make any kind of
transaction any time thay want. This news will start becoming true from the Asia Pacific where
there are more number of mobile user than the Desktop user for the shoping.

16
2.2 COMPANY PROFILE :
Daily Ninja is a Bangalore based Local Mobile solution for all subscription based daily needs,
which is been developed for ordering daily Milk and other groceries which will be delivered at
the customers residence.The company has also raised an undisclosed amount from Aprameya
Radhakrishna, Co-founder of TaxiforSure. The investment round includes Participation from six
Angels including Naman Sarawagi Of FindYogi and Afsal Salu, Co-founder of Delyver.

DailyNinja is founded by Sagar Yarnalkar and Anurag Gupta, Both of them are the Alumine of
BITS PILANI, Goa. After working for other companies they decided to start their own company
and develop their own App for the customers, where the customers could subscribe for their
daily needs such as Milk, bread, egg, curd, dosa batter, paneer and water can. The company
strated their operation 8 months ago and is now operational in Marathalli, Banergetta,
Kormangala, Bellandur in Bangalore city.

Within 8 months of its operations, the app has around 3000 Transactions every day, and each of
the customers make an average order of Rs 65. The DailyNinja team hopes to scale this upto
10,000 transactions a day by expanding more in Bangalore. The Team is planning to commence
operation in other metro cities.

Though there are many big players in the market such as the leading e-commerce business as
grofers, BigBasket, jugnoo and many others and even players like Amazon, OLA have entered
the segment, But the founder Mr. Sagar feels that there is no big threat for DailyNinja as it is
more unique in its services and strict in their timely delivery. They are able to carve out a niche
for themselves, even in the hyperlocal space.

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2.3 COMPANY LOGO :

OVERVIEW

COMPANY NAME DailyNinja-Delivery Services Pvt.Lmt

FOUNDED JUNE 2015

FOUNDER Sagar Yarnalkar & Anurag Gupta

INVESTMENT 10 CRORE

EMPLOYEES 42 (As of Feb 21, 2016)

SUBSCRIPTIONS 3500 (As of 21 feb, 2016)

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 REVENUE Rs. 50,00,000 PER MONTH

HEADQUARTER MARATHAHALLI, BANGALORE

Daily Ninja Delivery Services Pvt Ltd. develops a mobile application that allows users to
manage their daily needs. It enables users to manage and get delivery of the basic needs, like the
fresh milk and yogurt, Dosa and idly Batter, eggs, bread, water, and newspaper. The company
was founded in 2015 and is based in Bengaluru, India.

19
 HOW IT WORKS :

Daily Ninja Business team looks for the potential Apartment, get in to the association meeting
and their executives and get the approval from them then reaches out to all the residence of the
particular apartment and inform them about the App and the services that will be provided to the
customer and once the customers approves and agrees, the app will be set up to each household.
Customers are provided with the necessary information about the app and its usage. The
customers will just informed to maintain the balance of the wallet of the App.

Similarly the vendor aboard also have an different app where the vendor will get to know about
the user of the app in the respective apartments with their balance in their wallet. The firm has its
warehouse where it keeps all its stocks and goods, which will be delivered in the next morning as
per the orders by the customers.

THE TEAM

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 2.4 PROMOTION :
 Social media sites. Social media marketing is one of the best way of marketing a product or
business in the market. The marketing has to be done consistently to get the best out of it.
The good side in this is there is no charge, and Daily Ninja use it to promote its website and
services that has been provided by the particular business and it is one of the fastest ways to
convey the message to a large number of audiences.

 Public relations and word of mouth There is an wonderful customer support service is
been done by Daily Ninja in order to create a customer satisfied environment. The way
Daily Ninja resolves the issue of the customer from the backend is a good way to grow its
image. This set also helps a lot in spreading a good word of mouth for the company to new
customers and creating an interest in their mind and encouraging them to subscribe for the
particular App.

 Blogging; Blog advertising. Daily Ninja is also good at blogging. They know different
people who are expert in the field of blogging, Photographing which will help a lot in
promoting the particular business in the market. The advertising in blogs can runs from no
money to huge amount of money, it depends upon the particular company whih one they
want to choose for their advertisement

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  2.5 VISION & MISSION STATEMENT
“ To become largest user based App service business in the country and be the largest franchiser
based company”

2.5 PRODUCT AND SERVICE PROFILE :

1. MILK

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2. BREAD

3. FRESH FRUIT

4. HEALTHY BREAKFAST

23
5. VEGETABLES

6. DOSA BATTER

7. EGGS

24
8. BUTTER AND PANEER

9. JUCIES AND BEVERAGES

10. BISCUITS & CONFECTIONERY

25
11. PACKED FOODS

12. COCONUT WATER

26
13. CURD

14. WATER CAN

27
 2.7 COMPETITOR’S INFORMATION :

1. BIGBASKET.COM

Mr. Hari Menon is the CEO & Co-Founder of the BigBasket.com, is not and beginner for this
competitive business world. Back in 1998, he was working with a team that have started the
country’s first e-commerce venture called Fabmall. From then to now e-commerce has changed a
lot.

Aftere being into different field and gaining good knowledge about the market he started
BigBasket.com, as a fast growing online grocery store. The e-commerce portal opened its first
warehouse in bangalore earlier in previous year and planned to do the same in other potential
states and cities of the country. Soon will be covering almost all the regions of the country.

HARI MENON

(CEO & CO-FOUNDER)

28
 2. GROFERS

Grofers was founded on December 27, 2013 by Saurabh Kumar and Albinder Dhindsa.
Grofers is an app-based home delivery service which is a link between customers and local
stores.

The company had raised an good amount of money i.e. $ 166.5 million by the end of 2015.They
were funded three rounds by Softbank, Sequoia Capital and Tiger Global. The company started
working by the Business-to-business model . In November 2015, Grofers stopped operations for
a short duration in certain parts of NCR due to operational issues. In January 3, 2016, Grofers
formally announced scaling back operations in 9 cities.

SAURABH KUMAR & ALBINDER DHINDSA

( CEO AND CO-FOUNDERS )

29
 3. GREENCART.IN :

The company Greencart.in was founded by Mr. Rajiv Tevtiya, Who was the former employee of
the big player TATA group and he is also the aluminus of JBIMS. Greencart.in has two Co-
founders the other person is Kiran Tevtiya who takes care of the technological department of the
particular company. She use to work for an different bank i.e. Bank of america Merill Lynch.
Both of them got this idea of starting the greencart.in while an discusion and they found the idea
interesting. The company had built an strong force of well experienced professionals with in-
depth knowledge about agriculture, Technology and Marketing.

RAJIV TEVTIYA

( CEO & CO-FOUNDER )

30
2.8 SWOT ANALYSIS :

TYPE OF FACTOR
LOCATION
OF FACTOR
FAVORABLE UNFAVORABLE

STRENGTHS WEAKNESS

 Good quality product  Slow service

 Unique product offering  Low market coverage
INTERNAL  User friendly
 Better service
 Good support system
 Less competitors

OPPORTUNITIES THREATS

 Innovative idea  Economic Slowdown

EXTERNAL  Less competitors  Low Investment
 Increased service process  New Entrants
 Big market
 Scope for new model
 User friendly

31
2.9 FUTURE GROWTH AND PROSPECT :

 DailyNinja will soon launch various new product segments for the customers as there is a
growing need for the set of products from the customer’s end.

 DailyNinja will also introduce various payment options and instant delivery option for
the customers as there is a need for the instant delivery of the products in case of urgency
at the house.

 It will also make necessary changes according to the need and suggestion of its valuable
customers.

 As per DailyNinja’s prediction they will have an approximate subscribtion of more than
50,000 by Jan 2017 and would capture more than 15 % of the entire indian market.

 To start operations in almost all the cities of the country and provide the services
successfully to all its valuable customers.

32
 3.1 INTRODUCTION TO MARKETING :
Marketing management has a wider scope about the study of marketing which focus on the
practical application of the ways and processes of marketing procedures of the business firms.
The organizations follow strict rules and regulation the marketing the marketing activities. A
company must be able to make or conduct lots research in order to know about the markets , the
competition, the scope for the growth of the company which will help the organization to achieve
its goal as it has planned in the begging of the commencement of the business.

In the customer analysis part the most important aspect is to understand the needs of the
customer and to develop and market segment where all the customers will be categorized in
different departments.

 Marketing Strategy

In Marketing once the business is established the marketing team has to start thing and planning
for the future growth of the particular organization, which include proper, foolproof, strong sets
of strategies has to be developed in order to be secured in the competitive market. Important
strategic decisions in the marketing department to be grounded on some of the unique objectives
as improving the revenue, increasing the market share etc.

 Organizational Management :

An organization that dreams to be the best in the market must develop good and proper
strategies. At the same time a business with good market orientation will create importance and
focus on the customers of the organization.

33
  MARKETING

Marketing is and activity that is been conducted by the organization in order

to make the buying and selling of the goods and services fluent in the market. The marketing
process includes different kinds of Advertisements, sales and other processes to the customers.
The employees or people who work in the marketing department will be trying to get the
attention of all the desired audience by using various kinds of business tactics.

Marketing has mainly 4 P’s

 Product
 Price
 Promotion
 Place

 “The science and art of exploring, creating, and delivering value to satisfy the
needs of a target market at a profit. Marketing identifies unfulfilled needs and
desires. It defines measures and quantifies the size of the identified market and the
profit potential. It pinpoints which segments the company is capable of serving
best and it designs and promotes the appropriate products and services.”

- By Philip kotler

34
  Objectives of Marketing Management :

 Creating the Demand:

The marketing management’s first and most important part is to create proper demand for the
product through various means. So the marketer will do various kinds of research to find out the
tastes and preference of the customers in the market and develop the product accordingly. The
marketers also create the demand by informing the utility of the particular product.

 Customer satisfaction :

The marketing team should always take care of the customers taste and preferences and see to
that what the customers demand for how they need the product in what quantity what price etc.
Just selling the products is not just enough as to satisfy the customers by providing what exactly
they desire for from the organization.

 Market Shares :
We know that each and every business firm aims to increase its market shares that are the rate of
sales as compared to the entire sales rate in the market’s economy. For example we can take
pepsi and coca cola, both of them compete with each other in order to increase their market
share.

 Generation of Profit :

Every organization that gets into the market for business have one sole purpose that is to grow
and earn lot of profit from the business. The business should make enough amount of profit in
order to remain in the market without any issue. If an firm is not earning proper profit in the
particular business it will not be able be in the particular market for long time.

35
  CONSUMER BEHAVIOUR :
Consumer Behavior is the study of individual or group of people or an
particular organization and their process by which they use to select or use and dispose of the
products that they use in order to satisfy their needs and the effects that they have by these
processes on the particular customers. It is an study of the customers behavior physically,
mentally, psychologically, and socially. It helps the marketer to understand the decision making
process of the individual buyer.

Customer Satisfaction is an term which is often used in the marketing. It is to measure that the
products and services that is been developed by the particular organization for the sake of the
customer, are the customers are satisfied with the products or not. Do the products meet the
customer’s expectation level?

Customer Perception refers to the process by which an customers perceives about the product
and things about it and based on that the selection of the product is done. The process of
selection also includes the information collection of the product and comparison with the other
available products in the market.

Customer Retention is and unique king of activity which an business firm takes in order to
decrease the customer defections. The only successful retention for the organization starts with
first contact that the organization makes with the customer and maintains the particular
relationship without any kind of issue with the products or services provided to the customer.
This is not just with the product that is been delivered but strongly related to procedure how the
service is been delivered to the customers.

Customer retention is giving more than what the particular customer expects from the company,
It is about moving beyond the limits of the and giving more than the customer exactly expects
from the organization. This particular action will make the particular customer loyal and more
exited for the service from our end.

36
  Zone of tolerance :

It can be seen that the consumers have 2 levels of expectation:

The one is ADEQUATE

And the other is DESIRED and the gap between the both is called the “Zone of tolerance”

The two levels will be varying from one customer to different customer and at the same time
from one condition to other for the same customer. There is nothing fixed in this particular
service levels.

37
  SERVQUAL :

This particular service quality model was been developed by set of American authors, in the year
1988. This particular model will highlights the good quality service. The authors developed
various level of servqual which later came down to five factors and they are the Reliability,
assurance, tangibility, empathy and responsiveness which create the acronym RATER.

GAP 1: Between Consumer expectation and management perception :-

Gap between the particular customer and the organization’s perception: This particular gap
comes which the organization or the management does not understands the customer’s needs and
concentrates on delivering something else. For ex hotel management concentrate on giving good
food but the customer expects better service from the management.

GAP 2 : Between management perception and service quality specification :-

In this particular gap model the management or the organization may understand what the
customer exactly needs but may commit some or the other mistake in providing the desired
service by the particular candidate or the customer.

Gap 3 : Between service quality specification and service delivery :-

This particular gap me occur from the service provider’s end by not providing the service to the
customer properly due to poor training of the employees and incapability.

The reasons could be:

 Improper recruitment of the eligible candidates for the job

 Improper internal marketing team of the organization
 Failing in matching the demand of the customers
 Lack of required consumer knowledge and training.

38
Gap 4 : Between service delivery and external communication:-

The customers are highly influenced and attracted by the various promises made by the
organizations during the promotional activities. The particular gap starts when the promise made
by the company or the organization are not done by them at the time. For ex the 30 mins delivery
of the pizza, we all know that domino’s claims to deliver the pizza before 30 mins from the time
of order, and many times it happen when the pizza arrives late and the delivery man just comes
with different reasons that the location mentioned was not proper or the address is in outer of the
city etc.

Gap 5: Between expected service and experienced service:-

This particular gap model arises when the customer misunderstands the service promised by the
particular organization. As the services provided by the organization will be taken in an wrong
way.

39
  ANALYSIS RELATED TO RESPONDENTS’ PERSONAL INFORMATION:

TABLE-4.A

SHOWING GENDER OF THE RESPONDENTS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

MALE 57 57%

FEMALE 43 43%

TOTAL 100 100%

INFERENCE:

The above chart shows that majority of the respondents are male users, as there are only 43
percent of the respondents are female user of the app.

40
  CHART 4.A

Showing the gender of the respondents.

GENDER

43%

57% MALE
FEMALE

 INFERENCE:

The above chart shows that the out of 100 respondents 57% of the app users are male
respondents and 43% of the respondents are female users.

41
  TABLE 4.B

SHOWING THE OCCUPATIONS OF THE RESPONDENTS:

PARTICULARS NO OF RESPONDENTS PERCENTAGE

EMPLOYEE 66 66%

STUDENT 13 13%

BUSINESS 21 21%

TOTAL 100 100%

ANALYSIS:

From the above table it is very much clear that most of the respondents are employees who are
using the Daily ninja app to get their daily needs, and some of them are business man and
students who also use the app.

42
  CHART 4.B

OCCUPATION OF THE RESPONDENTS

70

60

50

40 66%
13%
30
21%

20

10

0
EMPLOYEE STUDENT BUSINESS

INFERENCE:

From the above chart it is very clear that most of the respondents are employees, that are 66%
and 13% of the respondents are students and 21% of the respondents are businessmen. This chart
shows that each group of peoples use the particular app for daily needs.

43
  TABLE 4.C

SHOWING INCOME GROUP OF THE RESPONDENTS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

10000-25000 9 9%

25000-40000 35 35%

ABOVE 40000 48 48%

NONE 8 8%

TOTAL 100 100%

ANALYSIS:

From the above table it is very much clear that most of the app users are between the range of
25,000 rs and above, and who are more concerned about saving time so, they use the App to buy
their daily needs.

44
  CHART 4.C

INCOME

8% 9%

10,000-25,000
35%
25,000-40,000
48%
ABOVE 40,000
NONE

 INFERENCE

The above pie graph shows that 48% of the respondents are financially good as their income is
more than Rs. 40,000 and 35% of the respondents were earning between 25k-40k and remaining
17% of the respondents were earning below 25,000rs and eligible enough to subscribe for the
Daily Ninja App services.

45
  ANALYSIS RELATED TO ACTUAL RESEARCH

1. From where did you get to know about Daily Ninja App?

TABLE 4.1 SHOWING AWARENESS ABOUT THE APP

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VENDOR 86 86%

FRIENDS & FAMILY 9 9%

INTERNET 5 5%

TOTAL 100 100%

ANALISIS:

From the above table it is clear that majority of the respondents got to know about the app
through their vendors and some of them got to know about the app friends and family members.

46
  CHART 4.1

AWARENESS ABOUT THE APP

9%
5%

VENDOR
INTERNET
FRIENDS & FAMILY
86%

INFERENCE:

The above chart shows that majority i.e. 86% of the respondents got to know about Daily ninja
by their own milk vendors, and only 14% of the respondents came to know about the App
through friends and social media.

47
  TABLE 4.2

2. Is Daily Ninja is your first App that you are using for your daily needs?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 71 71%

NO 29 29%

TOTAL 100 100%

ANALYSIS:

The above table shows that most of the respondents are using Daily Ninja App to get their daily
needs and this shows that how the customers are moving and adapting new mediums to buy the
daily needs.

48
  CHART 4.2

80

70

60

50
71%
40 29%

30

20

10

0
YES NO

INFERENCE:

The above chart clearly shows that for 71% of the respondents says that Daily Ninja is the first
App that they are using for ordering their milk and other daily needs. And only 29% of the
respondents says that they are using other apps to order groceries.

49
 TABLE 4.3

3. From where did you gather information about Daily Ninja App?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VENDOR 20 20%

FRIENDS 18 18%

SOCIAL MEDIA 62 62%

TOTAL 100 100%

ANALYSIS:

The particular table shows that majority of the customers gather information about Daily
Ninja through social media and some of them talk to their friends to know their experience
with the app and few of them ask their vendors about the app and its functioning.

50
 CHART 4.3

INFORMATION ABOUT APP

20%

VENDOR
18%
62% FRIENDS
SOCIAL MEDIA

INFERENCE:

The above chart shows that almost 62% of the customers collected information about Daily
Ninja through social media and other websites and 20% of the respondent talk to their
vendors and confirm about the processes and remaining 18% of the respondents talk to their
friends and neighbors.

51
TABLE 4.4

4. Do you use other Apps to purchase your daily needs?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 81 81%

NO 19 19%

TOTAL 100 100%

ANALISIS:
The above table clearly states that majority of the Daily Ninja users use other app to
purchase their daily needs.

52
CHART 4.4

Chart Title

100
80
60
40
20
0

NO YES

INFERENCE:
The above chart shows that at least 81% of the daily ninja user uses other different apps
that are available in the market to purchase their daily needs, and the remaining 19% of
the respondents have started using daily ninja app to buy their daily needs.

53
 TABLE 4.5

5. Do you think that Daily Ninja is unique as compared to other Apps?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

AGREE 81 81%

NEUTRAL 8 8%

DISAGREE 11 11%

TOTAL 100 100%

ANALYSIS:
The above table says that majority of the customer feel that daily ninja is unique and
different than other apps that is available in the market, and some of the respondents
chosen the neutral option the its uniqueness and some of the respondents say that there is
no much uniqueness in market.

54
CHART 4.5

APP UNIQUENESS

11%
8%

AGREE
NUTRAL
DISAGREE
81%

INFERENCE:
From the above pie chart it is very much clear that 81% of the respondents feels that the
App is very much unique and new of its type, there is no other app in the market that is
similar to Daily Ninja App. Some of the respondents i.e. 11% of respondents said that the
app is not that unique as it has some or the other similarity as the other apps.

55
 TABLE 4.6

6. How comfortable are you in using the App for your daily needs?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VERY COMFORTABLE 69 69%

AVERAGE 21 21%

NOT CONFORTABLE 10 10%

TOTAL 100 100%

ANALYSIS:

It is been found that majority of the customer are very much comfortable with the app and all
its features. They say that the app is very easy to use and anyone can handle it. Some of the
respondents rated average for the app in terms of comfort in usage.

56
CHART 4.6

COMFORT

10%

21%
VERY COMFORTABLE
AVERAGE
69%
NOT COMFORTABLE

INFERENCE:
This pie chart clearly shows that 69% of the customers are happy and comfortable to use
the Daily Ninja App. The customers also have an great experience in using the App, 21%
of the respondents said that it is average in terms of usage, and 10% of the respondents
were not comfortable in using the app.

57
 TABLE 4.7

7. Do you use Daily Ninja App on a daily basis?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 71 71%

NO 29 29%

TOTAL 100 100%

ANALYSIS:
The above table shows that almost all the customers of Daily Ninja use the particular app
on a daily basis to buy all their groceries and daily needs.

58
CHART 4.7

80
70
60
50 NO
40 YES YES
30
20
10
NO
0

USAGE

INFERENCE:
The above chart clearly shows that 71% of the respondents use the App on a daily basis
for all their daily needs, and remaining 29% of the respondent said that they don’t use the
app get their basic need products.

59
TABLE 4.8

8. Are you satisfied with the product range available on the App?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 53 53%

NO 47 47%

TOTAL 100 100%

ANALYSIS:

The above table shows that most of the respondents says that they are satisfied with the
product range that are been provided by Daily Ninja and some of the customers need that
there should be more number of products in the Daily Ninja App.

60
CHART 4.8

SATISFIED WITH PRODUCTS

YES NO

47%
53%

INFERENCE:

The above pie chart shows that 53% of the respondents are satisfied with the products
range and 47% of the respondent says that they need some more products range in the
app so that they could make use of it.

61
TABLE 4.9

9. Are you comfortable in making online transfer to your Daily Ninja wallet?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VERY COMFORTABLE 63 63%

NEUTRAL 6 6%

NOT COMFORTABLE 31 31%

TOTAL 100 100%

ANALYSIS:

The above table shows the majority of the respondents are satisfied and comfortable in
making online transaction to recharge the Daily Ninja wallet to continue making order on
the App.

62
CHART 4.9

ONLINE TRANSFER

31%

VERY COMFORTABLE

6% 63% NEUTRAL
NOT COMFORTABLE

INFERENCE:
The above pie chart shows that 63% of the customers are happy and comfortable in
making online transaction for recharging their Daily Ninja wallet and 31% of the
respondents were uncomfortable in making the online transaction, and only 6%
mentioned neutral for the question.

63
TABLE 4.10

10. What do you think about the features of Daily Ninja App as compared to the other
Apps?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VERY GOOD 65 65%

GOOD 21 21%

AVERAGE 8 8%

BAD 6 6%

TOTAL 100 100%

ANALYSIS:

The table shows that majority of the customers are happy and feel good above the
features provided in the Daily Ninja App for the comfort of the customers and their daily
transactions.

64
CHART 4.10

FEATURES

6%
8%

21% VERY GOOD

GOOD
65%
AVERAGE
BAD

INFERENCE:

The above pie chart clearly depicts that 65% of the customers of Daily Ninja App users
are very much happy with the features provided for the customers, and 21% of the
respondents say that the app is good and the remaining 14% of the respondents rated
average and bad for the features of the App.

65
TABLE 4.11

11. How do you rate the delivery services of the Daily Ninja at the customer’s residence?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

VERY GOOD 36 36%

GOOD 41 41%

AVERAGE 16 16%

BAD 4 4%

VERY BAD 3 3%

TOTAL 100 100%

ANALYSIS:
The customer make very clear in the above table by responding to the question that the
delivery service of Daily Ninja is very much good and only some of the customer are
little unhappy by the delivery service.

66
CHART 4.11

DELIVERY RATING
4% 3%

16% VERY GOOD

36%
GOOD
AVERAGE
BAD
VERY BAD

41%

INFERENCE:

The above pie chart clearly depicts that 77% of the customers are very much happy with
the Daily Ninja delivery services and 19% customers feel that the delivery service should
be improved as it is slightly delayed and remaining 4% of the respondents say that they
get the orders lately delivered to their address.

67
TABLE 4.12

12. Are you satisfied with the Daily Ninja customer support services?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 62 62%

NO 38 38%

TOTAL 100 100%

ANALYSIS:

The above table shows that most of the respondents are satisfied with the customer
support service provided by the Daily Ninja to its customers in order to solve all the issue
and assist the customers with their doubts.

68
CHART 4.12

SATISFACTION

38%

YES
62%
NO

INFERENCE:

The above pie chart shows that 62% of the respondents are satisfied with the customer
support service, whereas the remaining 38% of the customers are little unhappy with the
customer support service.

69
TABLE 4.13

13. What do you expect the most from Daily Ninja?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

FRESH PRODUCTS 57 57%

REASONABLE PRICE 16 16%

TIMELY DELIVERY 21 21%

GOOD CUSTOMER 6 6%
SUPPORT

TOTAL 100 100%

ANALYSIS:

The above table clearly shows that majority of the respondents expects fresh products and
timely delivery from the Daily Ninja and only few customers were looking for reasonable
price.

70
CHART 4.13

EXPECT FROM DAILYNINJA

6%

21%
FRESH PRODUCTS
REASONABLE PRICE

57% TIMELY DELIVERY

GOOD CUSTOMER SUPPORT
16%

INFERENCE:

The above pie chart shows that 57% of the respondents expect that the products provided
by Daily Ninja should be fresh and 21% of the respondents say that the products should
be timely delivered at the customer’s residence, whereas 165 of the respondents look for
reasonable price and 6% look for good customer support service from Daily Ninja.

71
TABLE 4.14

14. Are you satisfied with the prices of the products that are provided by Daily Ninja?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 64 64%

NEUTRAL 21 21%

NO 15 15%

TOTAL 100 100%

ANALYSIS:

The above table clearly depicts that majority of the customers are happy with the
products provided by Daily Ninja as all of them are on MRP and sometimes the products
will be available on Offer.

72
CHART 2.14

70

60

50
YES
40 NEUTRAL

30 NO

20

10

0
SATISFIED BY PRICING

INFERENCE:

The above chart shows that 64% of the respondents are happy and satisfied with the
pricing of the products that are provide by the Daily Ninja, and 21% of the respondent’s
answer was neutral and only 15% of the respondents were not satisfied with the pricing.

73
TABLE 2.15

15. Did you face any difficulty in using the App in buying your daily needs?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 27 27%

NO 61 61%

ONLY ONCE 12 12%

TOTAL 100 100%

ANALYSIS:

The above table shows that 61% of the customers didn’t faced any sort problem in
making transaction as only 21% of the customers face some issue in making orders, and
12% of the respondents face issue for the first time.

74
CHART 2.15

70

60
NO.OF RESPONDENTS

50
YES
40
NO

30 ONLY ONCE

20

10

0
FACED DIFFICULTY

INFERENCE:

The above chart shows that most of the customers are good and comfortable enough to
make the orders and only few of the customers of Daily Ninja faced little problem in
understanding the ordering procedure.

75
TABLE 2.16

16. Was the customer support service was helpful and active enough in solving your
issue?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 78 78%

NO 22 22%

TOTAL 100 100%

ANALYSIS:

The above table shows that 78% of the customers of Daily Ninja app users were very
much satisfied with the customer support of the Daily Ninja App services, whereas 22%
of the respondents said that the customer support of the daily ninja were not that active in
solving their issues.

76
CHART 2.16

80

70

60
NO.OF RESPONDENTS

50 YES

40 NO

30

20

10

0
WAS CUSTOMER SUPPORT HELPFUL AND ACTIVE

INFERENCE:

The above bar graph shows that 78% of the customers were very much happy with the
customer support service provided by Daily Ninja, and the remaining 22% of the
respondents were not much satisfied with the customer support services provided by
Daily Ninja.

77
TABLE 4.17

17. Will you recommend Daily Ninja App to your friends and relatives?

PARTICULARS NO OF RESPONDENTS PERCENTAGE

YES 84 84%

NO 16 16%

TOTAL 100 100%

ANALYSIS:

The above table clearly depicts that almost all the customers of Daily Ninja will refer the
App to all their friends and relative to use as it is very much useful for them to get their
daily needs.

78
CHART 4.17

WILL YOU RECOMMEND DAILYNINJA

16%

YES

NO
84%

INFERENCE:

The above pie chart shows that 84% of the customers will definitely refer the app to all
their friends and relative and also their neighbors to user the particular App for their daily
needs, and remaining 16% of the respondents said no for referring the app to their friends
and relatives.

79
4.18. Do you have any specific suggestion for Daily Ninja for their
products and services?

OBSERVATION:-

Add instant delivery option in the Daily Ninja App

Need to add more offers in the product range.
Add different product Segments along with the other products in the App.
Strengthen the online transaction system and make it more secured to make the
recharge.
Make the app more advanced and attractive.

80
 Cross Tabulation:-

Table 4.19: Table showing the cross tabulation for facing Any difficulty in
using the App and customer support helpful in solving the issues.
Count
customer support helpful in Total
solving the issue
Yes No
Yes 19 8 27
Any difficulty in using No 50 11 61
the App Only
9 3 12
once
Total 78 22 100

Analysis:

From the above table it is clear that majority of the respondents i.e. 61% of the customers said
that they did not faced any issue while using the App whereas 27% of the respondent did faced
some problem while using the app, and 78% of the respondents said that their issues were been
solved by the customer support service of Daily Ninja, and only 22% of the respondents said no
for the active support of customer support of Daily Ninja.

HYPOTHYSIS:

Customer support services is helpful in solving the issues and difficulty faced by the customers

Chi-Square Tests

Value df Asymp. Sig. (2-

sided)
a
Pearson Chi-Square 1.538 2 .463
Likelihood Ratio 1.499 2 .472
Linear-by-Linear Association .454 1 .501
N of Valid Cases 100

a. 1 cells (16.7%) have expected count less than 5. The minimum

expected count is 2.64.

81
Interpretation:

As the test shows the underlined variable hypothesis is accepted and can be concluded that the
customer support services were helpful in solving the issues and difficulty of the customers and
due to this the customers are extremely satisfied by the services provided by Daily Ninja.

82
 5.1 FINDINGS:-

 Maximum numbers of customers i.e.87% are businessmen and employees who are good
enough to take the advantage of the app and its services that are provided to the company
and only 13% of the respondents were students.

 86% of the customers got to know about the app through their vendors and also did a
good research on the app that what is the app all about how it does works and all the
necessary information about the app through social media and internet. 14% of the
remaining respondents got to know from their friends.

 It was also found that 81% of the customers were already using different apps that use to
provide other useful grocery and which have a lot of product segment available in the
products list, and only 19% of the respondents started using for the first time.

 The customers found the app to be very much unique i.e.81% and different as compared
to other App that are available in the market, as none of them provide milks in the
morning as their vendors do, early in the morning.19% of the respondents disagreed.

 From the research it was also found that 69% of the customers were very much
comfortable to use and only 21% of the customers rated average and they also did use the
app on a daily basis for all their daily needs.

 The research also shows that 27% of the customers face some minor difficulty in using
the app, but the customer support service were very much helpful for the customer in
helping and assisting them with their issues, and the remaining 73% of the respondents
said that they did not faced any issues in using the App.

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 It is found that 57% of the customers were expecting fresh products and 21% of the
customers wanted timely delivery of the products at the customer’s residence, the
remaining 16% of the respondents wanted good and reasonable price from Daily Ninja.

 It was also found that 84% of the customers will refer the App to all their friends and
relatives about the app and ask them to make use of the service, whereas 16% of the
respondents will not recommend to their relatives to subscribe for the service from Daily
Ninja.

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 5.2 CONCLUSION:

 Maximum number of the customers was showing a good and positive response towards
the app and its unique service that Daily Ninja provides.
 The research also shows that majority of the customers were satisfied with the services
that were been provided by Daily Ninja in order to provide the best service to the
customers.
 The team needs to concentrate on the products segments as a set of customer group were
expecting some more number of product ranges and segments in its list.
 The research also resulted in getting an good response from the customer’s end towards
the app as the particular App is unique and different of its own kind, the customers were
happy that they don’t have to move out every morning to get the milk or other morning
needs as all of it will be provided at the door step of the customers.
 By observing the performance and uniqueness of the App it is clear that Daily Ninja has a
wide market and very bright future, and will grow much faster than any other app in the
competitive market.
 In this current market situation and raising need shows that Daily Ninja has to keep up
the speed and uniqueness in its app and services that it provides to its valuable customers,
especially when there are big players like Bigbasket and Grofers.

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 5.3 RECOMMENDATIONS AND SUGGESTIONS:

 Daily Ninja should create an strong positive impression on the customers through
providing the best service in the entire market, they should maintain their uniqueness in
the market.
 As the customer’s request and suggestion in the research the Daily Ninja team should
come up with instant delivery option in their app, so that the customer can use this
service as well.
 Daily ninja should come up with various offers and discounts on its products and should
be including different other product segments in the product list.
 The team should make the app more secured for the online transaction that the customers
make in order to recharge their Daily Ninja wallet, as it needs most of the confidential
details of the customer’s bank account.
 The Daily Ninja team should also built an App for the common peoples, so that even they
can make use of it to get all their daily needs at their door steps.
 Daily Ninja should also concentrate on some good promotional activities to create more
and more awareness about the App and its unique services.

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 BIBLIOGRAPHY:-

 WEBSITES
 www.wikipedia.org
 www.managementparadire.com
 www.dailyninja.in
 en.m.wikibooks.org

 BOOKS
 Managing of Sales force by Spire Stanton Rich,11th Edition, TMH, 2003
 Advertising & Integrated Brand Promotion – O’Guinn, Allen, Semenik, Cenage
Learning
 The Essential Guide to Online Marketing, Rob Strokes, Quirk.
 E-Commerce: An Indian Perspective, P.T.Joseph, Prentice Hall, 4th Edition, 2013.

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 ANNEXURE

 QUESTIONNAIRE:

1. Gender?
 Male
 Female

2. What is your occupation?

 Employee
 Student
 Business

3. Income group?
 10,000 - 25,000
 25,000 – 40,000
 Above 40,000
 None

4. From where did you get to know about Daily Ninja App?
 Vendor
 Family & friends
 Internet

5. Is Daily Ninja is your first App that you are using for your daily needs?
 Yes
 No

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6. From where did you gather information about Daily Ninja App?
 Vendor
 Friends & Family
 Internet

7. Do you use other Apps to purchase your daily needs?

 Yes
 No

8. Do you think that Daily Ninja is unique as compared to other Apps?

 Agree
 Neutral
 Disagree

9. How comfortable are you in using the App for your daily needs?
 Very comfortable
 Average
 Not Comfortable

10. Do you use Daily Ninja App on a daily basis?

 Yes
 No

11. Are you satisfied with the product range available on the App?
 Yes
 No

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12. Are you comfortable in making online transfer to your Daily Ninja wallet?
 Very Comfortable
 Average
 Not Comfortable

13. What do you think about the features of Daily Ninja App as compared to the other
Apps?
 Very Good
 Good
 Average
 Bad

14. How do you rate the delivery services of the Daily Ninja at the customer’s residence?
 Very Good
 Good
 Average
 Bad
 Very bad

15. Are you satisfied with the Daily Ninja customer support services?
 Yes
 No

16. What do you expect the most from Daily Ninja?

 Fresh products
 Reasonable price
 Timely Delivery
 Good Customer Support

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17. Are you satisfied with the prices of the products that are provided by Daily Ninja?
 Yes
 Neutral
 No

18. Did you face any difficulty in using the App in buying your daily needs?
 Yes
 No
 Only Once

19. Was the customer support service was helpful and active enough in solving your issue?
 Yes
 No

20. Will you recommend Daily Ninja App to your friends and relatives?
 Yes
 No

21. Do you have any specific suggestion for Daily Ninja for their
Products and services?

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