You are on page 1of 20

Chapter IV

Chapter IV: Data Analysis and Interpretation: The data that is observed can be analyzed by framing questionnaire. I implemented the questionnaire to the clients This part includes Questionnaire for the clients Pie chart and Bar charts that shows clear picture of the research

Inference gives the detailed description on each question, and suggestions which helps to improve the companies in effective usage internet as distribution channel in service delivery

ANALYSIS: The analysis for the above data can be get by framing questionnaires, graphical representation through bar and pie diagrams which help to know the aggregate response.

Questionnaires: This is the most popular tool for the data collection. The questionnaire which I framed contains questions that related to e-service, which I asked the customers to fill , and it is always guided by the objective of my research. Pie chart: This is very useful diagram to represent data, which are divided into a number of categories. This diagram consists of a circle of divided into a number of sectors, which are proportional to the values they represent. The total value is represented by the full

create. The diagram bar chart can make comparison among the various components or between a part and a whole of data. Bar chart: This is another way of representing data graphically. As the name implies, it consist of a number of whispered bar, which originate from a common base line and are equal widths. The lengths of the bars are proportional to the value they represent. Preparation of report: The report was based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the report itself. Sampling Methodology: Details of the sampling methodology, the questionnaires consists of No. of questions in questionnaires for customer: No. of question in questionnaires for employees No. of respondents during the research: Sample unit Customers of Kesari tours and travels Customers of oyster suites Employees of Kesari tours and travels 8 7 30

Data Analysis

part -1 :

Questionnaire for employees:

1) Do you agree internet as a distribution channel is effective than other distribution channel?


1) 45% believed that internet is effective than traditional services and 21% strongly believe d that internet is effective than traditional services because in their opinion internet saves time, and it makes their work easy customers get the information they want through the websites and next step would be the ordering of the product 2) 26% employees and 8% believe that internet is not effective than traditional services

2) Do you always depend on internet to deliver the services?

100 90 80 70 60 50 40 30 20 10 0

70 10 agree 5 15



strongly disagree strongly agree disagree

1) 70depend entirely depend on internet for delivery of services, they have both traditional services as well as online delivery system 2) 10% agreed and 5% strongly agreed with it, in many 5 star hotels most of the services happens through internet, as they have foreign clients who goes for online services, and companies like makemy trip and e-bay entirely depend on online delivery system% opined that they strongly disagree and 15%opined that they disagree with it, they said it is long way to go to

3) Is Internet an effective marketing tool?


1)90% of the employee believes that internet is an effective marketing tool , this clearly shows that internet can attract many customers as the present day customer is internet savvy companies now want to go online in grabbing the customer. 2)this clearly shows that companies believe in online delivery system and hence are giving much importance for their internet marketing strategies

4 ) Are the customers happy with online delivery of services?

7 0 6 0 5 0 4 0 3 0 2 0 1 0 0

6 5



1) 65% agreed that customers are happy with online delivery system as long as they are willing to pay online for the services, they feel that it is because its saving the time for the customers 2) 35% did not agree with it 3) As employees feel that customers are happy with e-services it shows that eservices are effective

5) DO you think online delivery of services is effective?

100 90 80 70 60 50 40 30 20 10 0


agree strongly agree disagree strongly disagree

30 6 emplloyee


1) An awesome support for the e-service from the employees, 30 % agreed and 60% strongly agreed, 6 %percent disagreed, and 4 strongly disagreed 2) It infers that employees are happy with the online delivery of e-services; the reasons are that e-services take off pressure from the employees and saves time

6) Do you think there are any limitations?


1) Yes said 80%, 7% said no, and 13% are neutral. 2) It infers that they are limitations for e-service , the limitations are like maintaining of websites are always challenging,

7) What are the benefits of internet as distribution channel?

Customer benefit:

The success of the use of Internet by customers can be based on several advantages, summarized as follows: Strong increase of information: the Internet has started a flow of information that did not exist before. No boundaries: the Internet has the advantage of breaking down barriers of time, language and geography. Easy purchasing: consumers have a simple and easy method of shopping an item without boundaries. Comparison-shopping: the Internet gives to the customer the capability to compare suppliers, namely products, prices, Promotions, delivery time, discounts, and maintenance services.

Shift in buyer and seller power balance: in the traditional method of interaction between consumers and sellers, the power lies with the seller. With the increase of e-commerce there is a fundamental shift in power to the consumer and consequently he can reach greater value for money. Value for e-commerce: the customer uses and values the Internet because its benefits and conveniences are greater than hose provided by the traditional ways of purchasing. Changes in the way of thinking: customers are more aggressive because they can quickly find another supplier when they are not satisfied.

Employee benefits:

Companies are readjusting the total management practice. The benefits of Internet for large and small companies are the following: o Dissemination of information. o Better access to the technology transfer. o Reduction of the company costs. o Simplification of the logistics. o Decrease of the streamline operations. o Greater market share. o Opportunity for new market segments. o Increase of sales. o Improvement of the products order.
o Better customer service.

o o o o o

o o o

Advertisement of new and upgrade products. Promotion of the company image. Enhancement of customer satisfaction. Maintenance of customer relationship including the possibility of recommendations. Opportunity to keep customer profiles and preferences. Possibilities of finding new talented human resources worldwide at lower costs. Comparison with other competitors reacting to the changing of prices, product variation, and offerings using Easy intercommunication with suppliers and customers; Changing the suppliers way of thinking.

8) Do you have any suggestions for effective e-service?

The suggestions from the employees are 1) Bandwidth speed in India must be increased. 2) Website should be updated with time 3) Customers must have trust in the company for e- transaction 4) Eliminating the supply challenges 5) Partnering with traditional services for effective supply for example customer will make an order where as the supply is through traditional services 6) Inventory management is key, there should b stocks ready which should cater to the customers order, 7) Websites should enable the customers to create there profiles, so that they will have access to new offers

Analysis part -2

Questions that are put to customers.

1) How satisfied are you with e-service?

1) It shows that many of the customers are satisfied with e-service, here 62% of the customers are satisfies with the services through internet , it tells that internet as distribution channel is effective in delivering the services, 25% of the customers are strongly satisfied , and 10% of the customers are dissatisfied and 3 percent of the customers are strongly dissatisfied 2) Suggestions from the dissatisfied people are websites must be updated every time,

2 ) Do you trust in e-transactions?

1) 45% of the clients say that they trust e-transactions, they say that they reserve the rooms in the hotels through online and also they buy tour packages from travel agencies, buy products from the e-bay trusting e-transaction 2) 55% says that dont trust e-transactions as they feel insecure in giving their credit card number 3) many customers from U.K and U.S.A trust e-transactions compared to Indians ,

3) Do you think e- services are better than traditional services?

100 90 80 70 60 50 40 30 20 10 0

50 28 15 7 client


strongly dissagree strongly agree disagree

1)50 % of the clients agreed, 28% strongly agreed, 15 % said that they disagree, and 7% said that strongly disagree 2) This tells that customers having the trust in e-services, it shows that many customers in future can be converted from traditional services to online services

4) Are the hotels and travel agencies are well versed with internet services?


1) 40% agreed,10% strongly disagreed, 30%disagreed and 20%strongly disagreed. 2) This tells that customers have some problems with the online services. Hotels and travel agencies to effectively promote their business though online need to overcome the drawbacks, the effectiveness of online delivery system will only depend on the effective management of their internet services

5) e-service is time saving and cost effective?


1)20% agree, 685 strongly agreed, 2% disagreed and 10 % strongly disagreed. 2)This infers that many customers believe that e-service is time saving and cost effective, as it is just a click away to order product or reserve a service and cost effective as taxes are not levies on services 3) This suggests that there lot of scope for services through internet

6) Will you advice your friends to go for e-services?

Inference: 1) Whooping 93% agreed and about 7% said no 2) This tells us that customers are happy with e-service hence they are going to advice their friends ,this will surely be a good news for the companies giving eservices .The reason why they said that will suggest is that they can access to any information about the product they want to buy, and they can order any product from any location at any point of time and online services are cheaper than traditional services

7) Do you have any suggestions?

1) Websites must be user friendly 2) There should be chance for the customer to renegotiate the price of the product, as there is no chance for the customer to bargain 3) Online counselors must be there 4) Reliability and trust: It is crucial to sell the same product, whether purchased online or in the physical environment. 5) Quality: The sales of online products will increase if they are certified according to the European standards EN ISO 9000 or American standards ANSI/ASQC Q9000, because they are under warranty. 6) Availability: The product or service in the price list or in promotion should be available for acquiring. 7) Delivery: The purchased product or service should be successfully and promptly delivered as guaranteed. The customer will give up the purchasing, if the conditions of the online contract are not fulfilled 8) Security and Privacy: The issues of security and privacy are major obstacles for online shopping and transactions. In order to protect online customers, it is very important to have legislation to regulate the use of personal information and security . .9) There should be no price differentiation, some times a customer finds a price quote different from the price quoted by the employee