A Project Report On

“A STUDY ON ONLINE CUSTOMER SATISFACTION TOWADRS APPARELS: A

SPECIAL REFERENCE TO MYNTRA ONLINE RETAILER”

Dissertation submitted in partial fulfilment of the requirements for the award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

Of

BANGALORE UNIVERSITY

Submitted by

KARTHIK G A

(17CQCMD057)

Under the guidance of

DR. KADAMBINI KATKE

(16CQFG002)

Department of management studies(BU)

DAYANANDASAGAR COLLEGE OF ARTS, SCIENCE AND COMMERCE

Shavige Malleshwara Hills, K.S Layout, Banglore-560078

2017-2019

1
 DECLARATION BY THE STUDENT

I hereby declare that “A STUDY ON ONLINE CUSTOMER SATISFACTION

TOWADRS APPARELS: A SPECIAL REFERENCE TO MYNTRA ONLINE
RETAILER” is the result of the project work carried out by me under the guidance of DR.
KADAMBINI KATKE in partial fulfilment for the award of Master’s Degree in Business
Administration by Bangalore University.

I also declare that this project is the outcome of my own efforts and that it has not been
submitted to any other university or institution for the award of any other degree or Diploma
or Certificate.

Place: Bangalore Name: KARTHIK G A

Date: Reg No:17CQCMD057

2
 GUIDE CERTIFICATE

This is to certify that the project Report “A STUDY ON ONLINE CUSTOMER

SATISFACTION TOWADRS APPARELS: A SPECIAL REFERENCE TO MYNTRA
ONLINE RETAILER” submitted by KARTHIK G A (17CQCMD057) to Bangalore
University, for the partial fulfilment of degree of MASTER OF BUSINESS
ADMINISTRATION is a record of work carried out by his under my guidance.

Place: Bangalore Internal Guide

Date: DR. KADAMBINI KATKE

(16CQFG002)

3
 ACKNOWLEDGEMENT
I have been fortunate enough to get good timely advice and support from a host of people to
whom I shall remain grateful.

I would hereby like to extend my gratitude to the following people without whose
cooperation and help at every stage, successful completion of the project would not have
been possible.

I take opportunity to express my heartful thanks to Dr. B R VENKATESH, Director,

Dayananda Sagar College of Arts, Science & Commerce, Bangalore, for his support and
cooperation to undertake and complete the project work.

It gives me immense pleasure to record my thanks to my guide, DR. KADAMBINI

KATKE, Dayananda Sagar College of Arts, Science & Commerce, Bangalore, for his
valuable guidance and untiring support and cooperation in completing the project work.

I finally, thank for the patience and cooperation of all the faculty members, family members
and friends, without whom the endeavour would not been possible.

Name: KARTHIK G A

Register Number: 17CQCMD057

4
 TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE NO

NO
1-8
1 INTRODUCTION

2 LITERATURE REVIEW & RESEARCH DESIGN 9-12

2.1 Literature Review 9-11

2.2 Statement Of The Problem 11

2.3 Scope Of The Study 11

2.4 Objectives Of The Study 11

2.5 Research Design 12

2.6 Sources Of The Data 12

2.7 Data Analysis 12

2.8 Limitations Of The Study 12

13-20
3 COMPANY PROFILE

21-39
4 DATA ANALYSIS & INTERPRETATION

40-41
5 FINDINGS, SUGGESTIONS & CONCLUSION

BIBLIOGRAPHY

ANNEXURE

5
 LIST OF TABLES
TABLE CONTENT PAGE NO
NO
4.1 Gender of the respondents 21

4.2 Age group of respondents 22

4.3 Marital status of respondents 23

4.4 Education of respondents 24

6
 4.5 Occupation of the respondents 25

4.6 Income of respondents 26

4.7 Usage of E-commerce websites 27

4.8 Awareness of Myntra online website 28

4.9 Preferred website for apparels shopping 29

4.10 Myntra website- user friendly? 30

4.11 E-commerce websites shopping experience 31

4.12 Myntra offers 32

4.13 Myntra meeting respondents needs 33

4.14 Online shopping- saves time? 34

4.15 Difficulty of shopping on internet 35

4.16 Satisfaction of Myntra delivery 36

4.17 Online shopping v/s physical stores 37

4.18 Selection of apparels on Myntra 38

4.19 Cash on delivery v/s credit/debit card payments 39

LIST OF GRAPHS
GRAPH CONTENT PAGE NO
NO
4.1 Gender of the respondents 21

4.2 Age group of respondents 22

4.3 Marital status of respondents 23

4.4 Education of respondents 24

7
4.5 Occupation of the respondents 25

4.6 Income of respondents 26

4.7 Usage of E-commerce websites 27

4.8 Awareness of Myntra online website 28

4.9 Preferred website for apparels shopping 29

4.10 Myntra website- user friendly? 30

4.11 E-commerce websites shopping experience 31

4.12 Myntra offers 32

4.13 Myntra meeting respondents needs 33

4.14 Online shopping- saves time? 34

4.15 Difficulty of shopping on internet 35

4.16 Satisfaction of Myntra delivery 36

4.17 Online shopping v/s physical stores 37

4.18 Selection of apparels on Myntra 38

4.19 Cash on delivery v/s credit/debit card payments 39

8
 LIST OF FIGURES

Fig. no Content PAGE NO

1 E-COMMERCE SYMBOL 2

2 E-COMMERCE GROWTH 3

3 DIGITAL MARKETING LOGO 5

9
 4 CUSTOMER SATISFACTION PROCESS 7

5 MYNTRA LOGO 13

6 MYNTRA PRODUCT TRY AND BUY 18

COUPON
7 MYNTRA PROMOTIONAL OFFERS 19
COUPON

ABSTRACT

E-commerce has now become a remarkable experience. It has completely changed the way
we used to look at commerce before. E-commerce is a very much developed and reliable
pace. With the rise of E-commerce digital marketing has become very important and an
unavoidable strategy for any big business today. As online business became important and
continues to grow, the numbers of consumer purchases online has also increased amazingly.
Among all products purchased online, apparel purchases represent one of the increasing
trends in online shopping. Most customers are buying their apparels in Myntra website.
Digital marketing has enabled the marketers to reach and target potential customers across
the world. The main scope of the study is to know about customer satisfaction towards online
shopping in myntra.com. The present study reveals about reasons for preferring an online

10
website and satisfaction towards Myntra online websites. Customer satisfaction is a term that
measures how the needs, services and responses are integrated and delivered to a customer
expectation. The process of finding either or not a company’s customers are satisfied with the
products or services collected from a company. As it may be organized face to face, along the
phone, via email or internet.

Keywords: e-commerce, Digital Marketing, Customer Satisfaction, Online shopping.

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 CHAPTER I
INTRODUCTION

1.1 Introduction to E-Commerce

E-commerce is discussed as ‘Electronic Commerce’ which gives the meaning

that ‘e-commerce is the action of purchasing or retailing of goods and facilities through online
or over internet using electronic network’. It is the platform where buyers and sellers meet to
trade online.

Since internet was used by general public in late 1980’s later on the uses of internet in various
activities was more, later on internet has grows everyday continuously which gives the
platform to introduce e-commerce to make business. In 1995 Jeff Bezos founded
Amazon.com which was the first online shopping website and it introduced e-commerce to
public. Later eBay was founded by Pierre Omidyar as Auction web. In 1999 Alibaba Group
was established in China only for China.

12
In India first e-commerce project was introduced by India art. India art was founded in 1999.
Later so many new companies were started in India some are Flipkart in 2007 Myntra in 2007
and later in May 2014, Myntra was assimilated by Flipkart. Jabong in 2012, later in July 2016
Flipkart acquired Jabong for about $70 million. Snapdeal was underway in February 2010 by
Kunal Bahl and Rohit Bansal.

Electronic business includes every single online commercial centre that interface purchasers
and dealers. The web is utilized to process every electronic exchange. The main thing to
consider is the kind of business exchange you're going for. When you consider the business
you need to run, do you have a thought for a kind of web-based business that you've been
pondering for some time.

Contingent upon the state of their fulfilment dependability bend, firms can get a certain
dimension of dependability by implication picking the amount to put resources into
fulfilment. Thusly, consumer loyalty must be treated as an endogenous variable. In our
consequent investigation, we control for both fulfilment endogeneity and aggressive settings
heterogeneity utilizing a Two-Stage Least Squares 3-level progressive direct model,
remedying the standard mistake gauges by means of a folding blade method. This
examination gives exact, vital hypothetical and administrative experiences, and widens our
comprehension of the basic highlights of the fulfillment unwaveringness relationship.

HISTORY OF E-COMMERCE

Figure 1- source: online sources

History of e-commerce occupational is immense without Amazon and Ebay which were amid
foremost Internet groups to allow electronic exchanges. Because of their inventors we by and
consume an attractive electronic business region and value the obtaining and moving central

13
purposes of the Internet. Initially, there are 5 greatest and furthermost praised by and large
Internet vendors: Amazon, Staples, Dell, Hewlett Packard and Office Depot. As demonstrated
by bits of knowledge, the utmost notable categories of things sold in the internet are books,
music, office equipment, PCs, and other customer contraptions.

On the web/Ecommerce business today is a bewildering foundation. It has changed customary

shopping to the point of being undefined. It is such a lot of better than anything some other
strategy for shopping that it has quite recently pulled in an impressive number of web
business sweethearts. In case a couple of years back web business was an in-vogue
articulation, presently it has transformed into the demand of the day. People seem to shop
really all finished at their workplaces in the midst of lunch times, in f1ood period when there
is nothing e1se to do with the exception of switch on their PCs and start surfing.

The eventual fate of Ecommerce will have great development in 21st century Specialists
predict a promising and eminent destiny of web business in the 21st century. Inside a sensible
time, allotment online business will also insist itself an imperative contraption of offer.
Productive online business will transform into an idea totally unbreakable from the web, since
e-shopping is winding up progressively surely understood and trademark. Meanwhile,
genuine conflict in the hover of web business organizations will build their headway. Thusly
winning future examples of online business will be the improvement of Internet arrangements
and progression.

14
Figure of graphs 2 – source: online sources

The above diagram gives the growth of Ecommerce in US from 2009-2012 which gives the
perfect view of newly online depositors are capitalize their money in e-commerce market,
also as UK from 2009-2012 how e-commerce growth, as like In Australia from 2006-2011
growth as per retail sales as they mentioned in diagram there are lot of opportunities for
Australian online business has gained huge success, and In India also from 2000-2013
internet users are increased which was given by graph in numbers India had almost 44 million
online marketing companions till December 2012 and out them 62% grasp of e-commerce
customers.

15
E-commerce Models

E-commerce models can be classified into four models based on their unique criteria in what
helps in making business within a given market. The E-commerce models are as follows:

1. Business 2 Business (B2B)

2. Business 2 Consumer (B2C)

3. Customer 2 Consumer (C2C)

4. Customer 2 Business (C2B)

Business 2 Business (B2B): This model suggests to business offering straightforwardly to

another business. the vender may move merchandise or administrations that are utilized by
the purchaser business to run their activities or for different business purposes. it might be as
central to their organizations as pitching iron material to a construction company, wholesalers
like Alibaba and IndiaMart regularly use B2B.

Business - to – customer (B2C): In B2C plan of action offers its objects exactly to the
clients. A customer can have a dream of the things appeared on their separateisite. The
customer can select an item and request the same. TheIsite will at that point send warning to
the business union by means of email and the union will dispatch the product/merchandize to
various customers.

Example: Amazon, Flip kart, Myntra.

Customer – to – customer (C2C): The C2C show indicates to makes customers move their
favourable circumstances like private property, vehicles, bicycles, etc., or rent a room by
appropriating their information on the website. Site may charge the customer for its
organizations. Another buyer may choose to buy the value of another vital customer by
survey the post/promotion on the website.

Customer - to - business (C2B): A customer visits a website showing distinctive business

relationship for an explicit organizsation. The business association puts a measure of whole
he or she needs to pay for an explicit organiszation. For e.g., the connection of financing
expenditures of every person credit or vehicle advance given by various banks through

16
destinations. A business affiliation who fulfils the purchaser's need inside the predefined
spending plan, approaches the customer and gives its organizations.

1.2 DIGITAL MARKETING

Digital marketing is the progressing of objects or organizations using boosted

developments, generally on the Internet, yet furthermore involving PDAs, indicate
publicizing, and some other propelled medium.

Propelled promoting enhancement since the 2OOOs has changed the direction in which
brands and associations use advancement for advertising. As electronic phases are endlessly
melded interested in exhibiting plansi and ordinary life, andi as people use boosted
contraptions instead of visiting physical shops, mechanized advancing endeavours are
winding up progressively prevalent and viable.

Figure 3- source: online sources

USES OF DIGITAL MARKETING:

There are distinctive ways brands can utilize robotized publicizing to profit their propelling
endeavours. The utilization of front line progressing in the automated time not just thinks
about brands to show off their things and associations, yet additionally considers online client
bolster amid each season of reliably associations to make clients feel kept up and respected.
The use of electronic life correspondence engages brands to get both positive and negative
examination from their clients and furthermore comprehending what media stages work

17
decently for them. Everything considered, electronic showing has changed into an all-
encompassing perfect position for brands and affiliations. It is by and by typical for
customers to post analysis online through web-based life sources, locales and destinations on
their inclusion with a thing or brand. It has ended up being logically predominant for
associations to use and bolster these discourses through their electronic life channels to have
facilitate contact with the customers and manage the information they get fittingly.

BRAND AWARENESS

EASE TO ACCESS

A key target is associating with modernized publicizing customers and empowering them to
speak with the brand through altering and movement of cutting-edge media. Information is
definitely not hard to access at a brisk rate utilizing electronic exchanges. Customers with
access to the Internet can use various modernized mediums, for instance, Facebook,
YouTube, Forums, and Email, etc.

UPPER HAND

By using Internet stages, associations can make high ground through various means. To
accomplish the most extraordinary ability of modernized displaying, firms use online life as
its essential gadget to make a channel of information. Through this a business can influence a
structure in which they too can pinpoint gauges of lead of clients and contribution on their
necessities.

EFFECTIVENESS

Brand mindfulness has been shown to work with more sufficiency in countries that are high
in weakness avoidance, also these countries that have powerlessness evading; online long-
range informal communication exhibiting works feasibly. Notwithstanding, marks must be
careful so as not to be pointless on the use of this sort of displaying, and moreover solely
relying upon it as it may have proposals that could conflictingly equip their image.

18
1.3 INTRODUCTION TO CUSTOMER SATISFACTION
Consumer loyalty is a term that estimates how the requirements, administrations and
reactions are incorporated and conveyed to a client desire. The way toward finding either or
not an organization's clients are happy with the items or administrations gathered from an
organization. As it might be composed eye to eye, along the telephone, by means of email or
web, or in composed structures. Client answers to the given inquiries are then used to break
down regardless of whether changes require to be made in business activities to build by and
large client’s fulfilment.

Business reliably starts and terminations with the customers and along these lines the
customers are continually treated as the King of the market. All the business redesigns,
advantage, status, picture, etc of the affiliation depends upon customers. Along these lines it is
essential for all of the relationship to meet all of the customers' wants and recognize that they
are satisfied customer.

To the exclusion of everything else affiliations trust that a productive customer driven
organization style will incite the course of action of an impressive social affair of satisfied
customers, which will provoke a cycle of additional favourable circumstances, which will be
campaigned in the accompanying composition audit segments. Buyer reliability can be
considered as a summative eager reaction that changes in power, is time-express and has a
constrained length. There are in any case, a few different edges proposed in the writing, as
will be talked about. precisely call attention to that understudy fulfilment is always being
shaped by rehashed encounters on grounds and can be viewed as a trap of covering
encounters. As indicated by an expanded fulfilment level among

Figure 4- source: online sources

19
ADVANTAGES OF A CUSTOMER SATISFACTION SURVEY

Consumer loyalty reviews have for quite some time been woven into corporate authoritative
business works on, advertising programs and other client commitment activities. A consumer
loyalty overview empowers an organization to increase extraordinary experiences about
clients' needs, needs and necessities, and creates input (basic or admirable) about the
organization's items, administrations and client benefit. The outcomes and input created from
a consumer loyalty review adjusts an organization towards increasingly cantered client
benefit, and grows better associations with clients to make mark progress.

FEEDBACK

Client criticism as answers, remarks and recommendations about an organization's items,

business practices and client benefit are one of the real advantages of a consumer loyalty
study.

DESIRED IMPROVEMENTS

On the off chance that input is basic or negative on any perspective, snappy measures can be
taken to realize the ideal enhancements or address complaints and assuage pertinent clients.

BETTER INNOVATION

Investigation of client input reviews and the data gathered turns into the reason for client
knowledge. Utilized deliberately, such knowledge can be utilized to drive development
endeavours and activities at the organization.

GREATER CUSTOMIZATION

A consumer loyalty study likewise demonstrates basic bits of knowledge about various client
portions and items so administrations and advertising methodologies can be custom fitted
appropriately.

LONG TERM RELATIONSHIP

Consumer loyalty reviews empower organizations to reliably and better location client needs
and desires, keep up brand notoriety and encourage long haul associations with clients.

20
 CHAPTER II
REVIEW OF
LITERATURE &
RESEARCH DESIGN

21
2.1 LITERATURE REVIEW

1. Madhurima khosla and Harish kumar, June 2017 “Growth of E-commerce in India:
An Analytical view”

E-commerce is one of the quickest developing sections in the Indian Economy.

Despite the fact that set apart by high development rate, the Indian web-based business
industry has been behind its partners in many created and rising economies, fundamentally
because of a moderately low web client base. In an examination directed by worldwide
administration consultancy firm AT Kearney in 2015, there were just 39 million online
purchasers in India; a minor portion of the1.2 billion who live in the nation. Displays a great
eco-framework for the advancement of web-based business in India.

2. P.K. Kannan and Alice Li, march 2017 “Literature review on Digital marketing-

We make and delineate a structure for research in cutting edge publicizing that includes the
touchpoints in the exhibiting system and furthermore in the advancing procedure process
where mechanized developments are having and will have a tremendous impact. Using the
framework, we deal with the upgrades and enduring examination around the segments and
touchpoints including the structure and review the investigation writing in the widely
described progressed advancing space.

3. Timothy L. Keiningham and Bruce Cooil, 2007 “The value of different customer

satisfaction and loyalty metrics in predicting customer retention”

Improving client devotion has turned into a well-known point for supervisors, consultants,
and scholastics. The contentions in help of steadfastness are easy to get it. Steadfast clients
are accounted for to have higher client maintenance rates to look at changed consumer loyalty

22
4. Roger Hallowell, 1995 “The relationships of customer satisfaction, customer loyalty,
and profitability: an empirical study”.

Client related results that directors can impact specifically. It is prevalently a general
administration talk, steady with the Nordic School's view that administrations are very
interdisciplinary, requiring a "benefit the executives" approach the writing relating to
connections among consumer loyalty, client faithfulness, and gainfulness can be isolated into
two gatherings. The first, service the board writing, recommends that consumer loyalty
impacts client faithfulness, which thus influences productivity.

5. Rashid al Karim, 2013 “Customer Satisfaction in Online Shopping: a study into the
reasons for motivations and inhibitions”

This investigation endeavours to understand purchaser steadfastness in electronic shopping

while in the meantime inquiring about the critical reasons that moved customers' essential
authority shapes and furthermore restrictions of online shopping. examination to illuminate
purchaser faithfulness through their motivations to buy things on the web.

6. Farhat Fatima, Nov 2014 “Flipkart-Myntra; From a Merger to an Acquisition”

Fusions and Attainments state to an absolute in change for any business. No further event is
increasingly bothersome, testing, or disorderly as a fusion and procurement. This report puts
light individually Amazon; Flipkart and design e-rear Myntra which mutually opens their
vision to catch over half e-piece of the overall industry by vital partnership. As Flipkart's
annualized deals traversed 6,100 crore a year in forward-facing of mark. It required measured
to attain the billion-dollar check for gross stock esteemed at 2015; then again Myntra's
income was around 1,000 crores in the past monetary year.

7. Dr. Pawan Kumar Patodiya, Prity Birla, 2016 “Online Apparel Buying Behaviour:
The Literature Review”

Scholastic Practitioners and Researchers had been inspired by web-based purchasing conduct
as web-based shopping taken energy. It is where shoppers' purchase the item for all intents
and purposes instead of customary discussion of shopping. Some hunt on the web and
purchase in physical stores some inquiry in physical stores and purchase on the web. This
paper gives unique part of online attire shopping conduct and builds. A wide assortment of
diary papers, examine works were alluded to audit crafted by different research systems.

23
8. Young Han Bae, “The Customer Satisfaction-Customer Loyalty Association”

The relationship between consumer loyalty and client unwaveringness is one of the most
focal connections for advertising hypothesis and practice. To enhance our comprehension of
this basic relationship in marketing, this hypothetical structure is grounded by over 40 years
of scholastic and specialist look into on the relationship between these two develops, which
enables us to all the more exactly analyse the genuine idea of the relationship among
fulfillment and steadfastness by consolidating aggressive setting heterogeneity.

2.2 STATEMENT OF THE PROBLEM

These days, internet shopping is a quickly developing wonder. Be that as it may, alongside its
crucial development the quantity of rascals, deceitful practices and duping likewise expanded.
Such conning exercises had made dread in the psyches of clients and furthermore an
unfavourable effect in the mentality of buyers towards online buy.

The issue region of this review is purchaser's fulfilment and frames of observance near web-
based shopping will decide the components that impact clients to shop on the web and those
elements will assist the online retailer with formulating their methodologies towards internet
shopping of clothes in Myntra items.

2.3 SCOPE OF THE STUDY

➢ To think about how much individuals, lean toward Myntra array.

➢ To discover the purpose behind purchasing items.
➢ To discover the value, extend that individuals lean toward most.
➢ To realize which highlights they respect in their web-based purchasing business.

2.4 OBJECTIVES OF THE STUDY

➢ To study determinants of online customer satisfaction.

➢ To study online buying behaviour with relevance of apparels.
➢ To study online customer satisfaction towards Myntra apparels.

24
2.5 RESEARCH DESIGN

For understanding the procedure, improvement and development in online consumer loyalty,
the nature and objective of this exploration is to investigate the customers fulfilment towards
web-based shopping and to quantify how these elements are broad. Therefore, to gather
essential information by utilizing poll which contains 19 significant inquiries in regards to
web based shopping. A straightforward irregular process has been utilized to gather
information for this exploration. A quantitative investigation has been utilized to break down
the exploration information. SPSS programming bundle was utilized to display examine
information graphically and to test inquire about theory.

2.6 SOURCES OF DATA

The primary data will be collected from respondents through survey method through the
support of structured Questionnaire.

The secondary information will be composed as of Published books, research periodicals and
online documents and pdf is studied and analysed for clear understanding of the subject.

2.7 DATA ANALYSIS

Data collected from questionnaire is used to analyse and examine the online customer
satisfaction in e-commerce,

2.8 LIMITATIONS OF THE STUDY

• The findings of this training would be based on sample size, so they cannot be
generalized.
• The research period 4 weeks therefore, time constraint is one of the limiting factors.
• The study is grounded upon the customer satisfaction of online shopping.

25
 CHAPTER III
COMPANY PROFILE

26
Figure 5- source: online sources.

Myntra is a famous Indian design online business association which is headquartered in

Bangalore, Karnataka, India. The association was set up in the year 2007 to move tweaked
favouring things.

In the month of May 2014, Myntra.com was owned by Flipkart.

HISTORY OF MYNTRA.COM

Set up by Mukesh Bansal close by Ashutosh Lawana and Vineet Saxena; Myntra sold on-ask
for altered gift things. It on a very basic level dealt with the B2B (business-to-business)
appear in the midst of its basic years. Some place in the scope of 2007 and 2010, the site
empowered customers to redo things, for instance, T-shirts, mugs, mouse pads, and others.

In the year 2011, Myntra began moving style and lifestyle things and moved a long way from
personalisation. By 2012 Myntra provided things from 350 national and intl. brands. The site
impelled the brands Watches by Fastrack and clothes by Being Human.

In the year 2014 Myntra was gotten by Flipkart in a game plan regarded at ₹2, OOO crore
(US$28O million). The purchase was determined by two broad standard financial specialists,
Tiger Global and Accel Partners. Myntra works and works freely. Myntra remains filling in
as an autonomous brand under Flipkart proprietorship, focusing fundamentally on "plan
perceptive" purchasers.

In the period of 2O14, Myntra's portfolio included around 1,5O, OOO aftereffects of in
excess of 1OOO brands, with a movement region of around 9OOO stick codes in India. In
2O15, Ananth Narayanan transformed into the CEO of Myntra.

On the 10th of May in 2015, Myntra declared that it would shut down its website, and serves
customers just through its flexible application beginning on the I5 th May. The organization
had formally halted its adaptable site for the application. Myntra guarded its verdict by

27
communicating that 95% of traffic on its site arose through PDAs, and that 7O% of its
acquisitions were completed on phones. The interchange got mixed assembling, and realized
a 1O% decline in arrangements. In second month of the year 2O16, perceiving mistake of the
"application simply" appear, Myntra advertised that it would re-establish its website.

In the ninth month of the year 2O17, Myntra organized the privileges to direct Esprit
Holdings' 15 separated stores in India.

ACQUISITIONS AND INVESTMENTS

In tenth month of the year 2OO7, Myntra got its essential financing from Erasmic Venture
Fund eventually known as Accel Partners, Sasha Mirchandani from Mumbai Angels and a
few exceptional inspectors. In November 2OO8, Myntra raised nearly $5 million from NEA
IndoUS Ventures, IDG Ventures and Accel Partners. Myntra brought $14 million up in a
Series B round of financing. This round of hypothesis was driven by Tiger Global, a private
regard firm; the present cash related bosses IDG Ventures and Indo-US Venture Partners in
addition put in broad total towards financing Myntra. Towards the total of 20II, Myntra.com
brought $2O million up in its third round of supporting, again dictated by Tiger Global. In
February 2O14, Myntra raised extra $5O Million (Rs.31O crore) financing from Premji
Invest and couple of other Private Investors.

In April 2015, Myntra acquired Bengaluru-based convenient application headway arrange

association Native5, with a view to strengthen and broaden Myntra's flexible advancement
team.

In seventh month of the year 2016, Myntra secured adaptable based substance gathering stage
Cubeit, to strengthen and develop its advancement team.

In seventh month of the year, 2O16 Myntra got their enemy Jabong.com to twist up India's
most noteworthy shape stage. In October 2OI7, Myntra cooperated with Ministry of Textiles
to move handloom industry. In April 2OI8, Myntra gained client IoT wearables start-up Wit
works.

28
COMPETITORS:

VOONIK:

SNAPDEAL:

AMAZON:

LIMEROAD:

STP OF MYNTRA:

Segment: Form cognizant clients who have confidence in shopping from home.

Target group: Fashion cognizant, medium salary, youthful online customers.

Position: Vibrant mild store at moderate rates.

29
SWOT ANALYSIS

Below is the Strengths, Weaknesses, Opportunities & Threats (SWOT) Analysis of Myntra:

 Myntra’s strengths

1.Myntra Merged with Flipkart to expanded its qua1ity and 1imit

2. Maintenance of Myntra was autonomy even after that mergers with Flipkart.

3.Offering additional than 1.5 lakhs items with more than 1OOO brands.

4. Productive stocking network and transmission ability encourages it to take into account
90,000+ areas.

4." End of season deal" – a massive accomplishment, Rs.9O crore worth of merchandize sold

5.Good spreading and displaying of efforts on TV, papers and media.

 Weakness of Myntra

1. Excellent competition infers obliged bit of the pie advancement

 Opportunities of Myntra

1. Moving private names can manufacture their edge.

2.Partmership with VIP organizers, Bollywood films can manufacture its form guarantee.

3.Bridal social affair to tap the massive matrimonial market in India.

4. Adventure into overa1l markets can encourage business.

 Threats of Myntra

1.Global contenders like Amazon step by step making its assault

2. Frame divide is getting the opportunity to be outstanding inciting extended competition

3. Money related differences and negative govt approaches

4. Adding to its strength proposal is its application just business decision and closing website
may shield it from getting the creating on the web space.

30
MARKETING MIX STRATEGY OF MYNTRA.COM

Myntra.com is related with web-based business and form commerce. It was established in the
year 2OO7 and its authors were moves on from IIT. Myntra.com is of Indian source and in
the period of 2O14 converged with additional web-based business monster Flipkart to go up
against following contenders.

• Jabong
• Amazon
• Snapdeal
• YepMe
• Limeroad
• Future Group

Product Mix of Myntra.Com:

Myntra.com is a business center that bargains in a store of pretty much 15O,OOO things from
in excess of 1,OOO International and Indian brands. It began its errands with B2B model of
business yet in addition offered few revamp things to its clients like date-books, watches,
mugs and mouse cushions.

• Right now, it has gotten a handle on B2C plan of movement and works by strategies
for its site and adaptable application. Its things are for men, youths and ladies and
merges

• Top wear – Casual shirts, formal shirts, shirts, sweaters, suits, coats, sweatshirts,
coats, kurtas, Kurtis, saris, pullovers, dupattas, shawls, jumpsuits, dresses, slip and
tunics

• Base Wear – pleasant pants, shirts, Track pants, shorts, formal pants, tights, salwar,
leggings, skirts, capris and churidars

• sportswear-Active and Activewear shirts and swimwear

• Extras Smart wearable and watches Sports prepare

• Innerwear-Lingerie, sleepwear, loungewear, boxers, vests, thermals and trunks.

31
Figure 10- source: online sources

Place Mix of Myntra.Com:

Myntra.com is an Indian suggestion with its embodiment feast over very nearly 9,OOO
territories in India. Its base camp base is at Bangalore in Karnataka and neighbourhood work
environments in Chennai, Mumbai and capital city of India New Delhi. The association
knows how basic reliable collaborations is as it can speak to the choosing minute an online
business passage. Subsequently Myntra.com has grasped the Hybrid-key model, which would
help them with picking up affirmation and moreover penetrate in further zones.

Pariah wholesalers were dispersed to help the association in their operational collaborations.
Its very own strong and expansive movement orchestrate fuses a successful stock system and
a talented transport advantage so items accomplish its customers safely and inside conveyed
day and age. Its merger with Flipkart has extended its flow channel and helped it to invade
and accomplish additional business sectors. Other than online stage, Myntra.com moreover
offers a tweaked comprehension to its unfaltering customers by methods for compact
shopping.

Price Mix of Myntra.Com:

Myntra.com is a champion among the most astonishing style stamps in the online market. Its
theorists’ fuse IDG Ventures, NEA-IndoUS undertakings and Accel Partners. Myntra has
concentrated on structure insightful, online clients and the medium-pay total as its goal

32
customers. It faces extraordinary contention from a couple of associations that has achieved
the use of cantered esteeming system. Myntra.com has kept thing costs at sensible and take
very much arranged rates to draw customers and addition its bit of the general business. It has
moreover gotten a restricted time procedure and offers a couple of inspiring powers to draw
in its customers to its entrance.

Promotion Mix of Myntra.Com:

Figure 11- source: online sources

Myntra.com has expanded tremendous brand affirmation in perspective of concentrated and

commanding publicizing endeavours. It has pushed advancement fights with unquestionable
trademarks like Ramp it Up and Real-Life Mein Asia Hota Hai Kya. Its advancements are
exhibited by methods for print, electronic and online person to person communication stages
like papers, TV, Twitter, Facebook and its own special website.

It has additionally gotten a handle on a few designs like the total of season course of action,
breaking points and unpredictable offers. Myntra.com appreciates the effect of star power and
its relationship with VIPs like various Bollywood actors has helped it to make positive brand
noticeable quality in the purchaser include. It has been the beneficiary of qualifications and
certification like Pride of India 2009-10 and Red Herring Global 100 Winner in the year
2010.

33
DETERMINANTS OF ONLINE CUSTOMER SATISFACTION:

1. Quick and easy navigation

2. Attractive and wide range of product categories matching with the trends, fashion and
taste.
3. Easy payment gateway.
4. Quick and timely delivery.
5. Packing aesthetics.
6. Return options.
7. Trial options.

34
 CHAPTER IV
DATA INTERPRETATION

35
 CHAPTER 4

DATA ANALYSIS AND DATA INTERPRETATION

TABLE 4.1

Gender of the respondents

Frequency Valid Cumulative
Percent Percent Percent

Valid Male 27 54.0 54.0 54.0

female 23 46.0 46.0 100.0

Total
50 100.0 100.0

Analysis:

The table displays that 54% of defendants are manly respondents and 46% of defendants are
feminine respondents.

GRAPH 4.1

INTERPRETATION:

The graph shows that most of the respondents are male.

36
TABLE 4.2

Age group of the respondents

Frequency Valid Cumulative
Percent Percent Percent

Valid 20-30 42 84.0 84.0 84.0

31-40 8 16.0 16.0 100.0

Total 50 100.0 100.0

Analysis:

The above table shows that 84% of the respondents are between the age group of i20-30 years
and 16% of the respondents are between the age group of 31-40 years.

GRAPH 4.2:

INTERPRETATION:
The graph shows that most of the respondents are between 20-30 years.

37
TABLE 4.3:

Marital status of respondents

Frequency Valid Cumulative
Percent Percent Percent

Valid married 11i 22.0i 22.0i 22.0i

unmarried 78.0
39i 78.0 100.0i
Total 100.0i
50 100.0i

Analysis:

The above table shows that 22% of the respondents are married respondents and 78% are
unmarried respondents.

GRAPH 4.3:

Interpretation:
The above graph shows that most of respondents are unmarried.

38
TABLE 4.4:

Education of respondents
Valid Cumulative
Frequency Percent Percent Percent
Valid less than graduate 3 6.0 6.0 6.0
graduate 21 42.0 42.0 48.0
post graduate 24 48.0 48.0 96.0
professional studies 2 4.0 4.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows that 6% of respondents are less than graduates, 42% of respondents
are graduates, 48% of respondents are post graduates and 4% of respondents are professional
studies.

GRAPH 4.4:

Interpretation:

The above graph shows that most of the respondents are post graduates.

39
Table 4.5:

Occupation of respondents
Valid Cumulative
Frequency Percent Percent Percent
Valid employed 9 18.0 18.0 18.0
self employed 6 12.0 12.0 30.0
Student 35 70.0 70.0 100.0
Total 50 100.0 100.0

Analysis:

The above table shows that 18% of respondents are employed, 12% of respondents are self-
employed and 70% of respondents are students.

GRAPH 4.5:

Interpretation:
The above graph shows that most of respondents are students.

40
TABLE 4.6:

Income of respondents
Cumulative
Frequency Percent Valid Percent Percent
Valid 0-300000 36 72.0 72.0 72.0
300000-700000 12 24.0 24.0 96.0
700000-1000000 1 2.0 2.0 98.0
1000000 and above 1 2.0 2.0 100.0
Total 50 100.0 100.0

Analysis:

The above table shows that 72% of respondent’s income level is between O-3 lakhs, 24% of
the respondents income level is between 3-7 lakhs, 2percent of the respondents income level
is between 7-1O lakhs and 2% of the respondents income level is amongst 1O lakhs and
above.

GRAPH 4.6:

Interpretation:
The above graph shows that most of the income level of respondents are between 0-3lakhs.

41
TABLE 4.7:

Usage of e-commerce website among respondents

Valid Cumulative
Frequency Percent Percent Percent

Valid Yes 48 96.0 96.0 96.0

No 2 4.0 4.0 100.0

Total 50 100.0 100.0

Analysis:
The above table shows that 96% of respondents said yes for usage of e-commerce website
only 2% of the respondents said no for usage of e-commerce website.

GRAPH 4.7:

Interpretation:
The above graph shows most of respondents choose yes for usage of e-commerce website.

42
TABLE 4.8:

Awareness of Myntra online website

Frequency Valid Cumulative
Percent Percentages Percentages

Valid Yes 50 100.0 100.0 100.0

Analysis:
The above table shows that 1OO% of the respondents are aware on Myntra online website.

GRAPH 4.8:

Interpretation:
The above graph shows that all the respondents are aware of Myntra online website.

43
TABLE 4.9:

Respondents prefer which website more for apparels shopping

Cumulative
Frequency Percent Valid Percent Percent

Valid myntra 22 44.0 44.0 44.0

flip kart 15 30.0 30.0 74.0

amazon 8 16.0 16.0 90.0

jabong 1 2.0 2.0 92.0

others 4 8.0 8.0 100.0

Total 50 100.0 100.0

Analysis:
The above table shows that 44% of respondents are prefer to Myntra, 30% of respondents are
prefer to flip kart, 16% of respondents are prefer to amazon, 2% of respondents are prefer to
jabbing and 4% of respondents are prefer to other websites for apparels shopping.

GRAPH 4.9:

Interpretation:
The above graph shows that most of the respondents prefer Myntra website for apparels
shopping.

44
TABLE 4.10:
Is Myntra website is user friendly
Valid Cumulative
Frequency Percent Percent Percent

Valid Yes 44 88.0 88.0 88.0

No 6 12.0 12.0 100.0

Total
50 100.0 100.0

Analysis:
The above table shows that 88% of respondents said yes to Myntra website is user friendly
and 12% of respondents said no for Myntra website is user friendly.

GRAPH 4.10:

Interpretation:
The above graph shows that most of the respondents choose myntra website is user friendly.

45
TABLE 4.11:
Experience of shopping through e-commerce websites
Valid Cumulative
Frequency Percent Percent Percent
Valid strongly
2 4.0 4.0 4.0
disagree
Neutral 12 24.0 24.0 28.0
Agree 24 48.0 48.0 76.0
strongly agree 12 24.0 24.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the experience of shopping through e-commerce website that 4percent
0f respondents are strongly disagree, 24% of respondents are neutral, 48% of respondents are
agree and 24% of respondents are strongly agree.

GRAPH 4.11:

Interpretation:
The above graph shows that most of the respondents are agree for their experience of
shopping through e-commerce websites.

46
TABLE 4.12:
Offers provide by myntra
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 1 2.0 2.0 2.0
disagree 3 6.0 6.0 8.0
Neutral 12 24.0 24.0 32.0
Agree 17 34.0 34.0 66.0
strongly agree 17 34.0 34.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the offers provide by Myntra that 2% of respondentsiareistrongly
disagree, 6% of respondents are disagree, 24% of respondents are neutral, 34% of
respondents are agree and 34% of respondents are strongly agree.

GRAPH 4.12:

Interpretation:
The above graph shows that most of respondents are both strongly agree and agree for offers
provide by Myntra.

47
TABLE 4.12:

Myntra apparels meet respondents needs

Valid Cumulative
Frequency Percent Percent Percent
Valid disagree 1 2.0 2.0 2.0
Neutral 17 34.0 34.0 36.0
Agree 25 50.0 50.0 86.0
strongly
7 14.0 14.0 100.0
agree
Total 50 100.0 100.0

Analysis:
The above table shows the Myntra apparels meet respondents needs 2% of respondents are
disagree, 34% of respondents are neutral, 50% of respondents are agree and 14% of
respondents are strongly agree.

GRAPH 4.13:

Interpretation:
The above graph shows that most of the respondents are agree for Myntra apparels meet
respondents needs.

48
TABLE 4.14:

Shopping on online saves time

Valid Cumulative
Frequency Percent Percent Percent
Valid strongly disagree 1 2.0 2.0 2.0
disagree 3 6.0 6.0 8.0
Neutral 8 16.0 16.0 24.0
Agree 23 46.0 46.0 70.0
strongly agree 15 30.0 30.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows that shopping on online saves time 2% of respondents are strongly
disagree, 6% of respondents are disagree, 16% of respondents are neutral,46% of respondents
are agree, 30% of respondents are strongly agree.
GRAPH4.14:

Interpretation:
The above graph shows that most of the respondents are agree for shopping on online saves
time.
TABLE 4.15:

More difficult to shop on internet

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 2 4.0 4.0 4.0
disagree 5 10.0 10.0 14.0
neutral 18 36.0 36.0 50.0
Agree 18 36.0 36.0 86.0
strongly agree 7 14.0 14.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows that more difficult to shop on internet 4% of respondents are strongly
disagree, 10% of respondents are disagree, 36% of respondents are neutral, 36% of
respondents are agree and 14% of respondents are strongly agree.

GRAPH 4.15:

Interpretation:
The above graph shows that more respondents are both neutral and agree for more difficult to
shop on internet.

50
TABLE 4.16:

Satisfaction of Myntra delivery

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 1 2.0 2.0 2.0
disagree 6 12.0 12.0 14.0
Neutral 14 28.0 28.0 42.0
Agree 26 52.0 52.0 94.0
strongly agree 3 6.0 6.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the satisfaction of Myntra delivery 2% of respondents are strongly
disagree, 12% of respondents are disagree, 28% of respondents are neutral, 52% of
respondents are agree and 6% of respondents are strongly agree.

GRAPH 4.16:

Interpretation:
The above graph shows that most of respondents are agree for satisfaction of Myntra delivery.

51
TABLE 4.17:

Shopping on online rather than visiting physical stores

Valid Cumulative
Frequency Percent Percent Percent
Valid strongly disagree 1 2.0 2.0 2.0
disagree 7 14.0 14.0 16.0
Neutral 19 38.0 38.0 54.0
Agree 21 42.0 42.0 96.0
strongly agree 2 4.0 4.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the shopping on online rather than visiting physical stores 2% of
respondents are strongly disagree, 14% of respondents are disagree, 38% of respondents are
neutral, 42% of respondents are agree, 4% of respondents are strongly agree.

GRAPH 4.17:

Interpretation:
The above graph shows that most of respondents are agree for shopping on online rather than
visiting physical stores.

52
TABLE 4.18:
Selection of apparels on myntra
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 1 2.0 2.0 2.0
Disagree 4 8.0 8.0 10.0
Neutral 23 46.0 46.0 56.0
Agree 19 38.0 38.0 94.0
strongly agree 3 6.0 6.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the selection of apparels on Myntra 2% of respondents are strongly
disagree, 8% of respondents are disagree, 46% of respondents are neutral and 38% of
respondents are agree, 6% of respondents are strongly agree.

GRAPH 4.18:

Interpretation:
The above graph shows that most of respondents are neutral for selection of apparels on
Myntra.

53
TABLE 4.19:

Cash on delivery is better than payment via credit/debit card

Cumulative
Frequency Percent Valid Percent Percent
Valid disagree 1 2.0 2.0 2.0
neutral 1 2.0 2.0 4.0
agree 12 24.0 24.0 28.0
strongly agree 36 72.0 72.0 100.0
Total 50 100.0 100.0

Analysis:
The above table shows the cash on delivery is better than payment via credit/debit card 2% of
respondents are disagree, 2% of respondents are neutral, 12% of respondents are agree and
72% of respondents are strongly agree.

GRAPH 4.19:

Interpretation:
The above graph shows that most of respondents are strongly agree for cash on delivery is
better than payment via credit/debit card.

54
 CHAPTER V
FINDINGS, SUGGESTION
AND CONCLUSION

55
 FINDINGS AND SUGGESTIONS
5.1 FINDINGS
Researcher has come up with the following findings:
1. Researcher find that most of the respondents are male respondents with 54% of male
respondents followed by 46% of women respondents.
2. 84% of respondents are among young age people between 20-30 years have interest to
shop on online.
3. Researcher finds 70% of students are willing to shop on online for apparels in myntra.
4. The study says that almost 96% of respondents are have their interest to use
ecommerce website for shopping.
5. Researcher finds all the respondents are aware of Myntra online website.
6. By studying the response of all the respondents 44% of respondents are prefer more
for Myntra website for apparels shopping followed by 30% of Flipkart, 16% of
amazon website.
7. 88% of respondents are saying Myntra website is user friendly for everyone.
8. Researcher finds 48% of respondents are agree for their own experience of shopping
through e-commerce websites followed by 24% of both neutral and strongly agree to
shopping through e-commerce websites
9. The offers given by Myntra are agreed and strongly agreed by each 34% of
respondents.
10. 50% of respondents are agreed for Myntra apparels meet respondents needs in all
forms and 34% of respondents are neutral in same response.
11. The study shows that 46% of respondents are agree for the question shopping on
online saves time and 36% of respondents are strongly agreed for shopping on online
save time.
12. The delivery service given by Myntra are agreed by 52% of respondents followed by
28% of respondents said neutral for satisfaction for Myntra delivery service.
13. Researcher finds shopping on online rather than visiting physical stores are agreed by
42% of respondents and 38% of respondents are neutral about same point in
questionnaire.
14. 72% of respondents are strongly agreed to cash on delivery is best rather than payment
via credit/debit card.

56
5.2: SUGGESTIONS

• Myntra has to improve their experience for customers on their websites and apps as
most pf the respondents are not completely satisfied with the overall experience.
• Myntra can tip their promotional offers a little more to incline their customers towards
myntra as majority of respondents are neither fully satisfied or unsatisfied.
• Myntra can provide a smooth navigation for users while shopping as respondents
agree that it is difficult to shop on the internet.
• Myntra has to refresh and bring new collection of trends and fashion in apparels as
majority of respondents are neutral about the selection apparels on the website.
• Myntra can use better promotional strategies to stay at the top of the fashion
ecommerce industry.

CONCLUSION:
The computerized advertising field is developing at quick pace. we previously perceived how
consumer loyalty expanded towards web-based shopping now a days. the quick development
in computerized advertising as drove the route for enhancing and executing consumer loyalty
towards clothes in online Myntra online retailer. consumer loyalty towards online business in
twentieth century is developing better for internet business organizations. Myntra is the best
site or application for array shopping through online by leading an examination by analyst.

57
BIBILOGRAPHY

58
JOURNALS

1. Madhurima khosla and Harish kumar, June 2017 “Growth of E-commerce in

India: An Analytical view”
2. P.K. Kannan and Alice Li, march 2017 “Literature review on Digital marketing-

3. Timothy L. Keiningham and Bruce Cooil, 2007 “The value of different customer

satisfaction and loyalty metrics in predicting customer retention”

4. Roger Hallowell, 1995 “The relationships of customer satisfaction, customer

loyalty, and profitability: an empirical study”.

5. Rashid al Karim, 2013 “Customer Satisfaction in Online Shopping: a study into

the reasons for motivations and inhibitions”

6. Farhat Fatima, Nov 2014 “Flipkart-Myntra; From a Merger to an Acquisition”

7. Dr. Pawan Kumar Patodiya, Prity Birla, 2016 “Online Apparel Buying Behaviour:
The Literature Review”

8. Young Han Bae, “The Customer Satisfaction-Customer Loyalty Association”

59
Websites

1. Google scholar (http://scholar.google.com)

2. Myntra.com
3. Wikipedia (http://wikipedia/customersatisfaction)

4. Wikipedia (http://wikipedia/myntra.com)

5. Ebsco journals (http://ebscojournals/e-commerce)

60
ANNEXURES

61
DrillBit Anti-Plagiarism Report

17CQCMD057
By
17CQCMD057

Document : Karthik G A 17CQCMD057 Project report1_DB.pdf (876 KB)

Submission Id : 181227062227
Submitted Date : 27-Dec-2018 06:22:59

SIMILARITY REFERENCE

62
 4
S-Good
A-Satisfactory

19 0 S B-Upgrade
C-Poor
SIMILARITY % MATCHED FILES ERRONEOUS WORDS GRADE

Sl.No LOCATION PRIMARY SOURCE

%

1 18
Article Published in Journal of - elsevier.com
Journal 1

2 7 Student Report Submitted to Bangalore

University by - '16yacmd149' Yr - 2018
Student Paper <1
Student Report Submitted to Bangalore
<1
University by - 'MAMATHA N 16B6CMD077
' Yr - 2018
Student Paper.

APPENDIX 1
MBA
PROGRESS REPORT-1

63
Sl. No. Particulars

1 Name of the Student KARTHIK G A

2 Registration Number 17CQCMD057

3 Name of College Guide DR. KADAMBINI KATKE

16CQFG002
4 Name and contact no of the Co-
Guide/External Guide N.A
(Corporate)
5 Title of the Dissertation “A STUDY ON ONLINE CUSTOMER
SATISFACTION TOWARDS APPARELS: A SPECIAL
REFERENCE TO MYNTRA ONLINE RETAILER”

6 Name and Address of the

Company/Organisation where Academic Research
dissertation undertaken with Date
of starting Dissertation

7 Progress report: A brief note reflecting, No. of meeting with guide-12

Number of meeting with Guides,
places visited, libraries visited, books
referred, meeting with persons,
activities taken up, preparations done
for collection and analysis of data etc.,)
Libraries visited: 5times
Completed chapter 1- introduction, and
literature review,
Working on research design.
Undergone through some hard materials (journals,
newspapers, textbooks) and internet to understand the
topic in depth and collecting the data to prepare first
chapter of the project.

Signature of the Candidate Signature of the College Guide

PROGRESS REPORT 2

Sl. No. Particulars

1 Name of the Student KARTHIK G A

2 Registration Number 17CQCMD057

64
3 Name of College Guide DR.KADAMBINI KATKE (16CQFG002)

4 Name and contact no of the Co-

Guide/External Guide N.A
(Corporate)

5 Title of the Dissertation “A STUDY ON ONLINE CUSTOMER SATISFACTION

TOWARDS APPARELS: A SPECIAL REFERENCE TO
MYNTRA ONLINE RETAILER”
6 Name and Address of the
Company/Organization where dissertation
undertaken with Date Academic Research
of starting Dissertation

7 Progress report : A brief note No. Of meeting with guide- 14

reflecting ,Number of meeting with No. Of Library visits- 7
Guides, places visited, libraries visited,
books referred, meeting with persons, Journal referred:
activities taken up, preparations done for 1. “Customer satisfaction towards online
collection and analysis of data etc.,) shopping”
2. “Measuring of e-shopping intention with
reference to myntra”

Preparations done:
• Completed Introduction.
• Completed Literature Review.
• Data Analysis is in Progress.

Signature of the Candidate Signature of the College Guide

A STUDY ON ONLINE CUSTOMER SATISFACTION TOWARDS APPARELS:

A SPECIAL REFERENCE TO MYNTRA ONLINE RETAILER

Questionnaire

1. Name: ________________

2. Gender:
Male [ ] Female [ ]

65
 3. Age:
A:- 20-30 B:- 31-40 C:- 41 and above

4. Marital status:
Married [ ] Unmarried [ ]

5. Education:
A: Less than graduate [ ] B: Graduate [ ]
C: Post graduate [ ] D: Professional studies [ ]

6. Occupation:
a. Employed [ ]
b. Self Employed [ ]
c. Student [ ]
d. Other (specify)………………..

7. Annual Income (In rupees):

A: 0-3,00,000 [ ] B: 3,00,000 – 7,00,000 [ ]
C: 7,00,000 – 10,00,000 [ ] C: 10,00,000 & above [ ]

PART 2

8. Do you use e-commerce website?

 Yes
 No
9. Are you aware of Myntra online website?
a. Yes
b. No
10. Which website do you use/prefer more for apparels shopping purpose?
a. Myntra b. Flipkart
c. Amazon d. Jabong

66
 e. Others
11. Do you think that Myntra website is user friendly?
a. Yes
b. No

N Question Strongly Disagree Neutra Agre Strongly

O Disagree l e Agree
1 How do experience shopping through
e-commerce websites.
2 How happy are you with the offers
provide by Myntra.
3 How well does Myntra apparels meet
your needs.
4 Shopping on the online saves time

5 It is more difficult to shop on internet.

6 How satisfied with Myntra delivery

process.
7 How do you feel good that online
shopping better rather than to visiting
physical stores.
8 Selection of apparels available on the
Myntra online website is very easy and
satisfied.
9 I prefer cash on delivery than payment
via credit/debit card.

67