I DECLARATION sport entitled «CONSUMERS submitted by me, under the gwanParshuram L peepanshuBhutani hereby declare that this project Te PERCEPTION TOWARDS ONLINE GROCERY STORES”: ir. Vishavdeep, Assistant Professor M.B.A. of Bha: other University or guidance of M not been submitted to any insitute OF Technology is MY ov and has Institute oF published earlier 7 ppble (DEEPAN SHY Brut) Place: New Delhi Date: asfipetsae i ACKNOWLEDGMENT ACKNOWLEDGMENT J would also like to express my heartfelt gratitude to my college mentor Mr. Vishavdeep, who has always been there to guide me and gave her feedback all through. It has been a memorable experience and I am sure what I have learnt in the past months will come handy inmany years to come.p. " Til EXECUTIVE SUMMARY Intemet and Information technology have made tremendous contributions for business transformation witnessed nowadays all over the world. This has given birth to E commerce hich encompasses several pre purchase and post purchase activities leading to exchange of products or service or information over electronic systems such as the internet and the other Telecommunication networks, Analyzing the competitive advantage of E-Commerce it is observed that E-Commerce enables simpler, faster and efficient business transactions. For developing country like India, E- Commerce offer considerable opportunity for growth. E-commerce leads to a boon for the current economic downturn. As India’s e-commerce market is worth about Rs 85,000 crores in 2015. About 80% of this is travel related (airline tickets, railway tickets, hotel bookings, online mobile recharge ete.). Online retailing comprises about 18.5%. India has close to 15 million online shoppers and is growing at an estimated 40-45% per annum. The rapid growth of e-commerce in India is being driven by greater customer choice and improved convenience. The project will first study the attitude of customers towards online grocery shopping, also determining the factors which influence the consumer to purchase goods and service. The second half of the project will depict the attributes of online grocery shopping influencing the purchase decision by the respondent, It will also determine the issues faced by the consumers while online grocery shopping.TABLE OF CONTENTS S.No. CONTENTS Page No. 1 | Declaration I 2 | Acknowledgment i 3 | Executive Summary m1 4 Chapter 1- Introduction 1-21 5 Chapter 2 - Literature Review 22-24 6 | Chapter 3- Research Methodology 25-28 7 | Chapter 4- Data analysis and interpretation 29-43 8 Chapter 5 — Findings and Limitations 44-46 9 | Chapter 6- Conclusion 47 10 | Chapter 7 - Bibliography 48 I Chapter 8 — Annexure 49-52CHAPTER 1 INTRODUCTION/AN PARSHURAM INSTITUTE OF TECHNO GY sHAGWAN P? U CHN 0 I TRODUCTION 1 Imemet is changing: the way consumers shop and buys goods and services, and has rapidly evolved into a global phenomenon. Many companies have started using the Intemet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to stay ahead in highly competitive markets. Companies also use the Internet to convey, communicate and disseminate information, to sell the product, to take feedback and also to conduct satisfaction surveys with customers. Customers use the Internet not only to buy the product online, but also to compareprices, product features and after sale service facilities they will receive if theypurchase the product from a particular store, Many experts are optimistic about theprospect of online business. CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESmBPIT BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY ce_-market, the Internet In addition t0 the tremendous potential of the E-comme! a : panies to more efficiently reach existing provides @ unique opportunity for com mers. Although most of th the practitioners tial custo ¢ revenue of online transactions comes dpotential = of business-to-consumer frombusiness-to-business,_ commerce commerce should not lose confidence. mer E-commerce first It has been more than a decade since business-to-consu! jectroniccommerce constantly strive to gain an berspace. Along with th consumers’ behavior from different solved. Scholars and practitioners of el : ae nt improved insight nto consumer behavior in e e developme of E-retsiling, researchers continue to explain B-¢ perspectives. Many of their studies have posited new emergent factors oF assumptions that are based on the traditional models of consumer behavior, and then examine their validity in the Internet context. Online shopping is definitely a great way to shop with everything available on the websites. From clothes, gift items, grocery. food, home needs, medicines, and many more, this mode of shopping allows one to shop conveniently without hassle on spending hours in a supermarket or shopping areas. ‘The Internet with its wide array of information nooks, allows the customer to go through various reviews of the product or service before actually heading for purchases. These online shopping websites also have daily deals for the customer looking for discounts and store offerings. 1 MODELS OF E-COMMERCE Business-to-Business (B2B): B2B is si ined as e-commerce between com e e-commerce is simply defi $ panies, This is the typ : . is the of e-commerce that deals with relationships between and among businesses, Ab: ae es. About 80% of e-commerce is i n erce is of this type, and most experts predict that B2B ntinue to grow faster than the B2C segment. E ema tradeindia.com etc. 7 a diamart.com, eindiabusiness.com, Busin au ess-to-consumer (B2C): ‘ONSUMERS PERCEP” Ws : TON TOWARDS ONLINE GROCERY STO} RESBPIT BIIAGWAN PARSHURAM INSTITUTE OF Business-to-consumer e-commerce, or commerce between companies and consumers, , tangibles involves customers gathering information; purchasing physical goods such as books or consumer products) or information goods (or goods of electronic material or digitized content, such as software, or e-books); and, for information goods, receiving products over an electronic network. Itis the second largest and the earliest form of e-commerce. Its origins can be traced to online retailing (or e-tailing). Thus, the more common B2C business models are the online retailing companies such as flipkart.com Amazon.com, snapdeal.com etc Business-to-Government (B2G): Business-to-government e-commerce or B2G is generally defined as commerce between companies and the public sector. It refers to the use of the Internet for public procurement, licensing procedures, and other government-related operations. This kind of e-commerce has two features: first, the public sector assumes a pilot/leading role in establishing e-commerce; and second, it is assumed that the public sector has the greatest need for making its procurement system more effective. Web-based purchasing policies increase the transparency of the procurement process (and reduce the risk of irregularities). To date, however, the size of the B2G ecommerce market as a component of total e-commerce is insignificant, as government €-procurement systems remain undeveloped. Consumer-to-Consumer (C2C): Consumer-to-consumer e-commerce or C2C is simply commerce between private individuals or consumers. This type of e-commerce is characterized by the growth of electronic marketplaces and online auctions, particularly in vertical industries where firms/businesses can bid for what they want from among multiple suppliers, I Pethaps has the greatest potential for developing new markets, an CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESECHNOLOGY B|BPIT BUAGWAN PARSHURAM INSTITUTE O} Online auction site eBay, Yahoo! Auctions are a couple of examples of C2C websites. M-commerce M-commerce (mobile commerce) is the buying and selling of goods and services through wireless technology-i.c., handheld devices such as cellular telephones and personal digital assistants (PDAS). Mobile Commerce is any transaction, involving the transfer of ownership or rights to nd services, which is initiated and/or completed by using mobile access to use goods ai computer-mediated networks with the help of an electronic device. Mobile Commerce in India Mobile is growing in India with more than 800 million subscribers across the country. The advancement in terms of adoption of smart phones with 3G enabled services is happening at a rapid pace. This of course has opened up the gates to mobile advertising, mobile commerce in India, According to mobile application development and ming mobile advertising region in the whole BuzzCity's latest report, India is top perfor of Asia. The growth in mobile advertising year-on-year growth of 139%. With respec billion ads were served in 2011, compared wit globally is tremendous with ads served on a t to some number crunching, more than 126 ith 52 billion in 2010. In India, Mobile Commerce is still in the development phase as the use of mobile phones for carrying out transactions is very limited. However, the development is taking place at a nice speed and in the coming years, Mobile Commerce is most likely to make its presence feel as companies and businesses have started understanding the benefits of Mobile Commerce. Some of the companies have even incorporated this technology. Airtel, ICICI, Reliance are some of the companies/businesses that are using this technology as their users are allowed to make limited purchases from their phones. For now, the users are mainly allowed to pay phone bills, utility bills, book movie tickets, book travel tickets with CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 4mBPIT BIAGWAN PARSHIURAM INSTITUTE OF TECHNOLOGY their cell phones. years. Security is one of the coming more services will be introduced -y important to offer secure transactions However, main concerns of Mobile Commerce as it's ver and this is the reason why Mobile Commerce is still in the development phase in India. For now, users are mainly allowed to do Mobile Banking i.e. to access the bank account with a cell phone in order to pay the utility bills. With the current rate of development, auctions and users will be soon allowed to purchase products, advertise, to take part in pay bills with the help of a cell phone, while they are on the move. 12 ONLINE SHOPPING IN INDIA The birth and growth of Internet has been the biggest event of the century. E-commerce in India has come a long way from a timid beginning in the 1999-2000 to a period where ‘one can sell and find all sorts of stuff from a high end product to a meager peanut online. Most corporations are using Internet to represent their product range and services so that itis accessible to the global market and to reach out to a larger range of their audience. Computers and the Internet have completely changed the way one handles day-to-day transactions; online shopping is one of them. The Internet has brought about sweeping changes in the purchasing habits of the people. In the comfort of one's home, office or cyber cafe or anywhere across the globe, one can log on and buy just about anything from apparel, books, music and diamond jewellery to digital cameras, mobile phones, MP3 players, video games, movie tickets, rail and air tickets. Ease, simplicity, convenience and security are the key factors turning the users to buy online, E-commerce revenues in the cotintry are projected to reach Rs 2,300 crore in the year 2006-07, growing at 95 per cent over 2004-05(Source: Internet and Mobile Association of India, IAMAI), This pertains to the business-to-consumer (B2C) segment. It may be too early to do a comparison with the e-commerce scenes in countries such as the US where billions of dollars are spent online but the business in India is growii CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES me 5PIT g/B pHAaGWAN PARSHURAM INSTITUTE OF ‘TECHNOLOGY have reached 4 exponentially every year, albeit from 4 smaller base, the total revenues respectful size. few years ually in the next t of this % ani my, And quite a lo ds and services. row by upward of 6 any big emerging econo ymestic consumption of goo ‘The Indian economy is slated to gi which is among highest rates of growth would be on the back of do i: i] is stil iquitous E-commerce is emerging as a great level given that organized retail is still not ubiquito across the length and breadth of the country with large retail chains making UP ess than 10% of the market. cess quality products and ple in smaller towns in India ace 10. It’s being forecast that E-commerce is helping peo) ple in the larger cities pers would come from beyond th have access t services similar to what peo] e top eight large cities by close to 60% of online shop} end of this year. enetration has helped to expand the potential customer pool. Internet Increasing internet p s against about 81% in the about 10% (or about 121 million users) as penetration is only 19 rise at a consistent pace US and 36% in China. However this number continues t because of falling prices for broadband connections. Indians are also increasingly taking to mobile devices for not only search but shopping as well. The number of smart phone users is rapidly increasing in India and with 4G services about to take off it’s expected to get even more people going online. There are currently about 900 million mobile subscribers and this number is expected to touch 1.2 billion by aus. Of these about 27 million are estimated to be active mobile internet users. More importantly, 20% users indicated intent to buy products through their mobile phones as against the current 4% and this number is expected to only increase in the next two to three years, Innovation i i i pping by ation is helping e-commerce companies break the inertia for online shopping b ee opin; offering benefits to customers not traditionally available in a brick and fore. n ; ‘ and mortar st Business models include no question asked return policies ranging from 7 d i m 7 days to 30 lays, free veri e indust amics chan; days, product deliveries and the industry dy! ing “c: nd the industry dynami ing “cash on deliv CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES livery CcmBPIT BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY model. The last innovation has really help unlock the potential as people can now order ucts and pay when they get physical delivery of the product. prod ive their it they e led is has been a tremendous success because Indians are still reluctant to 8! Thi credit id actually get the product once payment has been mé debit card details online and want to have the psychological comfort thal ade. These innovations hav e developing to support these mechanisms ‘for the entire woul to further innovations downstream as ancillary businesses ar initiatives. Some companies have begun to develop support very model and are trying to reach the far flung corners of India, including in cash on del pletely present. The traditional logistics companies are still not com| 10 build specific the interiors where Iogisties companies are also shoring up their act and have started t verticals and expertise to address the requirements of e-commerce companies. of Keshiha Services Pvt. Ltd, a company with education and advanced technology ping as a secure shopping mode is Divyan Gupta is the Founder and CEO interests in the internet, telecom, healthcare, businesses has stated that, acceptance of online shop) has also helped to increase e-commerce uptake. ¥y only about 10 million people do online transactions out of an approximate Current! ion credit and debit card holders. However the latest industry population of 200 mil report by First Data Co about 150 million users that are ‘ready’ for e-commerce. poration and ICICI Merchant Services indicate that there are More importantly the report indicates that urban Indian consumers are now confident enough to make online purchases of up to US$500 as against US$40-100 in the recent past. So not only are the numbers of online shoppers projected to increase but there has been a real increase in the total value being spent online. So what happens next for an industry which is retailing everything online- from flowers to baby products to books, coupons, apparels, music and electronic items to even houses, cars and jewelry? While this e-commerce play is not like the earlier dot com bubble, there are clear signs that order might be coming in amidst all the noise that is out there. CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESmBPIT BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY First a slow but sure consolidation is starting to take place in the industry. Experts say rer the next 12-18 months there would be a couple of multi-product generalists who that ov' would be successful along with a leader in single product category. second, Venture Capitalists are starting to be choosy about which business to invest in, basing their decisions on performance as opposed to future predictions. Valuations which went through the roof are now returning to normal levels. According to an Avendus report, about US$829 million was pumped in the sector in the first 10 months in 201 1. However this came down to US$16 million in December 2011 and went up only marginally to. USS24 million in January of this year. Despite all of this, it’s been a very impressive story so far. The poster child of the Indian e-commerce industry is Flipkart.com, a 4 year old venture which modeled itself sferAmazon.com and is already commanding a valuation of US$ 300 million and is targeting revenues of USSI billion in the next two to three years. All of this has caught the attention of Amazon.com which entered the market in February this year. It eame in through Junglee.com, a price comparison site and is already amongst the top 10 sites in the country. Everyone is therefore trying to capitalize before the 800 pound gorilla comes in fully on its own which is expected to be sometime around Q3/Q4 this year. There is huge demand for top-notch professional grade web 2.0 consultancy and development. Very few companies have a long term vision around customer acquisition, retention and constant conversations. A lot more can be done in understanding the linkages between design and functionality based on user experience and social integration. However to succeed in a tough market like India your company needs to be open to long term strategic partnerships rather than an upfront “pay for services” model. The upside would be worth its wait. India has more than 3,311 running e-commerce centres, according to research conducted. by eBayfor its 2011 census. Indian web is clouded with e-commerce (B2B, B2C, B2G, and C2C type business models) start ups and increasing like mushrooms on lawn. CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESRAM INSTITUTE OF TECHNOLOGY puacwaN PARSHU! a rs whieh is keeP -—_peoming super power has more shan mon internet internet indies a0 0F £2G and 36. They want 10 te online always bY b bargaining: he roduction Oo! on growing by int eople are moving fro enabled gadgets Pi common Indian Mi m street bargainin} “how it will lool believing” oF very” by majo" sreative business models like «cash on deli ality of “seeing an jentality iB e-commerce introducing some ¢ sites Factors with respect to Women in Online Shopping shopping has been an obsession of women across the globe. A new shop in the launched — women are first | in the area, a new brand neighborhood, a new shopping mall 5% of and first to go. When it comes to shopping, women are more organized (4: 7% of men), regularized pehaviors. A woman is more likely t0 (23%). When a to know women C and they sI ¢ in a retail store (29%) as compare ome to retail stores with shopping-lists as compared 2 snow some definite trends in their buying spend tim ed to her male counterpart ‘woman visits a retail store or any physical retail few important | store she will consider a factors such as: «How conveniently the store is located © Behavior of the staff «Cleanliness (most of women are obsessed with it) Products put at an easy reach so that she can check the label, feel it (if required) and physically compare it with a similar product from a different manufacturer © Overall aesthetic decoration of the store oA i i i nd most importantly — freebies and discounts available with the product cts Naturally, the ten Mt same woman when she would visit an online retail store will look fc rs in her sub- i is look for tl from the envi uub-conscious mind. She would love to get the same feelin; a a ' . nvironment of her favorite retail store, She will unknowi is as she derives wingly demand thi ese from your onli i i ine shopping store. She would choose to stay and if you can meet the following: aie CONSUMERS PEI RCEPTION TOWARDS ONLINE GROCERY STORES amiBPIT BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY igati am around save time: You should give her the navigational freedom and easy FO! aive her instantly whatever she wants: 1d be the best in the desi options in your store : ignated price © Get a better selection: Your product shoul bracket in sing] 5, give as Complete product details; Do not describe your products in single words; give much detail as possible. 7 iscount «Better value/offer: Your freebies should be ‘useful’ cnough and the discount should be noticeable orsteps and nowhere else! «Logistics: must deliver the product right at her do jon and you should respect «Flexible return : Many times a woman takes a second opin this nature, Be flexible if she asks you to replace what she has bought. 13 ONLINE GROCERY SHOPPING Proving that no sector of the retail market is safe from the online shopping revolution, it is now possible for the humble hometown grocery store to become digitized and available on your smart phone, tablet, or computer. Just think: no more long checkout lines, counting the number of items to see if you qualify for the Express Lane, forgetting your grocery list at home, or carrying heavy bags up your front steps. Online grocery shopping is dramatically changing the consumer's relationship with the food market and making a service that may have once felt luxurious into an everyday convenience. Ordering Food Online ‘An online groce s it aap grocery store is a website that allows users to purchase food over the Internet lelivered to the person at a later time, Ordering food on the Internet is similar to ordering any other product~the desired food items can be searched for specificall . Abe de ly, or ne can browse through listings of products or sections, similar to sections one might walk rl alk through at an actual grocery store, The products offered by an online ere ‘ me ‘ocery store : entical to a normal grocery store, When one has finished shopping, chi i ane : , checkout i: ith a credit card, and the buyer must specify certain hours th i oe fat he will be available con: SUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 10mBPIT pHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY to receive the food for delivery, Since Internet groceries must deliver the food to the customers, they typically pay a fee for delivery based on the amount of food they buy. penefits of Online Grocery Shopping he primary benefit of online grocery shopping is convenience. By ordering online, one 1 having to physically can quickly search for the products she needs and order them without ing to the grocery walk through expansive aisles. It also saves travel expenses and time goi store. Considering the wide availability of the Internet, it also means grocery shopping can be done from remote locations or in the middle of doing other tasks. For instance, using an online grocery store can allow a person to do all her grocery shopping during her lunch break at work. It is also very useful for those without a car or who may be physically unable to move around easily, since the food is delivered right to their doors. The use of saline-based grocery stores is increasing in popularity as more and more people become comfortable with using the Internet to make purchases. Disadvantages of Online Grocery Shopping Perhaps the largest disadvantages of shopping online are that it costs extra money, since food must be delivered, and that the food ordered is not obtained immediately. If someone were making a certain recipe and discovered he needed an additional ingredient, he would probably not be able to order it online and get it quickly enough to finish his dish, In the same way, it forces a person to plan his food buying in advance of when he will need it--if delivery will take a day or two, @ person needs to plan to have an extra day or two of essential foods available before he runs out, Another disadvantage is that online shopping forces the customer to be home during a certain period to collect the food when it is delivered, Also, online grocery stores will often only cover specific delivery areas. Following are the basic parameter that determines the working of online gi rocery CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES.BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY S)BPIT shopping. Creating the Website The most important part of online grocery shopping is the website itself. The website should have a complete list of groceries that are able to be delivered as well as the prices for each item. This website should then have a "shopping cart" where a user can add items to a list of things to be ordered, as well as view and edit items that she is planning to purchase. Finally, this website should have the ability for the user to enter her address and pay for the order. Filling the Order and Shipping The next step is to take the submitted order and use it to collect and deliver the items on the list. In general, fulfillment of the grocery order needs to be done manually by a stockboy or other employee. This process can be made easier by having a well-organized room where the products can be easily and efficiently located. The stock person should also check to make sure that the items placed in the order match the list that the user created. Then, once the order has been compiled, the collection of food needs to be placed in a vehicle and delivered to the customer. Restocking and Processing Payments Clearly, it is critical to ensure that all the items listed on the website are in stock and able to be shipped. As a result, the stock room needs to be carefully checked to ensure inventory levels are sufficient, Also, it is important to have the ability to obtain and process payments made by credit card. Also, in order to encourage repeat customers, it can be helpful to require customers to have a user name, which would allow information to be stored. This can also help Create "suggested" carts of food items they commonly purchase, aaqHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY B|BPIT 14 RECENT DEVELPOMENTS ‘ge number of users logging on to the Intemet is growing by leaps and bounds. The umber of Indians who are online is expected to touch to 100 million by 2007-08, from the present 38.5 million according to the research conducted by IAMAI. The numbers indicate a growing sense of comfort with the use of Internet for shopping. Accompanying this growth, there is an increasing maturity in the way people use the Internet. It's a classical curve. Online users typically start by using e-mail, gradually move on to browsing for news, information and entertainment, and finally graduate to shopping and conducting business online. Online sales have registered a huge jump and what was 2 concept five years ago is now beginning to hit the mainstream levels. Roughly 10 percent ofthe world's population more than 627 million people have shopped online at least once, in India it is just sprouted and beginning to perish. Internet is now going beyond the simple exchange of information to a shopping paradise. This medium is far bigger than expected, but many retailers and marketers are not using it to its full potential. Indian customers are increasingly getting comfortable with online shopping, and there is ahigher acceptability for the concept. India has 25 million Internet users and more is now turing to online shopping. There has been an influx of online shopping sites in India with many companies hitching onto the Internet bandwagon. The revenues from online shopping are expected to more than double by 2006-07. According to IAMAI, the average number of transactions per month in India has gone up from 2 lakh in 2003-04 to 44 lakh in 2004-05 and has doubled to 7.95 lakh transactions per month in the year 2005- 06. The online sales during the festival season had increased rapidly especially during Diwali and Ramzan which recorded a sales of Rs115 crore, a 117 per cent increase from. the Rs53 crore in the year 2004-05(source IAMAl). These figures clearly show that online shopping has truly come of age and consumers are keen to shop on the net. Effective customer communication on products plus reduced shipping costs and timely delivery has helped online marketers to seize a slice of the Rs 115 crore sales. Online shopping has become the latest trend among shoppers. Indians are becoming more comfortable with e-commerce. The consumer's attitude has been evolving towards online CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 13:CIINOLOGY B|BPIT BHAGWAN PARSHURAM INSTITUTE OF purchases. It has become increasingly positive over the years. The attitudes that drive people to shop online, such as convenience, price comparison and choice are improving tremendously in India, Though a miniscule amount in the global context, the Indian online shoppers’ population would make its presence felt quite remarkably. The potential of the Indian e-market can be gauged from the fact that 16 percent of Indian consumers want to buy online in the next six months, making it the third most online-potential country after Korea (28 percent) and Australia (26 percent) (Source:IMRB). This is an indication of a growing breed of Indian consumers who are not only better equipped but also more confident of the online transactions. Indian businesses have also grown mature enough to move up the IT curve and they are considering Business to consumer (B2C) e-commerce a viable revenue model. Some of the companies that have benefited are baazee.com, indiatimes.com, rediff.com, indiamart.com, fabmart.com, _traveljini.com and sifymall.com. Indiamart.com has witnessed a growth of more than ten times in just two years in its online gifts domain. In the online travel domain, the company was able to generate an average $8,000 worth of room bookings/month for its premium client. It is expected to touch $15-20,000/month/client by the year-end, which is over 100 percent growth (Gource:Indiamart). Brick-and-mortar businesses are also building up e-commerce revenues. In the year 2005-06 Samsung India recorded a 120 percent jump in online buying from its site over the year 2004-05 (Source: Samsung). Nirula’s witnessed more than double growth in its B2C e-commerce revenues in the year 2005-06 and is positive for the next one to two years (Source: Nirula’s). Companies like eBay India have seen a large increase in the number of sellers and buyers from B and C cities and in a year the eBay community (buyers and sellers) base has increased to 1.7 million users, which shows that more Indians are shopping online (Source: eBay). Online sales are currently marked by a single digit growth, but the leading garment retailers like Pantaloon, Shoppers’ Stop and Globus have already made business strategies to enter into the world of eretailing. Famous apparel brand Zodiac has already started online stores. The main CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 14BHAGWAN PARSHURAM INSTITUTE OF TECHNOLOGY motive of these retailers through online sales is to reach the global markets and the small towns where they do not have the outlets. Thus the India's Internet shopping sector is preparing for a massive growth, which is fuelled by increasing broadband usage and growing e-commerce. 15 INDIAN PLAYERS IN ONLINE GROCERY SHOPPING CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESy HAGWAN PARS! 151-1 Bdket COM Big Basket is India’s #1 online supermarket that includes fresh vegetables, grocery, ehold, meat, bread, dairy and eggs. staples, fruits, beverages, personal care products, hous« You'll find the best variety of grocery products like rice, dairy, saffron, flour, spices and more from various brands online, So if you wish to save on your grocery list, cashback to extra 5% this is the perfect place where you can enjoy various offers ranging from 10% off on your orders with today’s Big Basket coupons. The store guarantees on-time same day delivery and signature packing. The store delivers delivery, premium quality, Chennai, Bangalore, products that are ordered online anywhere in the following cities — Hyderabad, Pune, Mumbai. 15.1.2 Nature’s Basket CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 16|ARSHURAM INSTITUTE OF TECHNOLOGY gacwaN P ke Good Food. And s° brought to such as health, fruits, eady-to-eat lip .z can bring people together Hi der food online across various categories, meats, confectionery, desserts, F ing cuisines. YOu ds in a variety of tantalizin| aids and books available in the form of relieve that nothin: nium options t0 o rages, bakery, e285 d more. Indulge your taste bu Nature’s Basket cookin; a 1513 Aaram Shop pased start-up Aaramshop.com has launched an New-l ‘Delhi ries. Still in beta, the website snmerce site for buying groce e-or ts and yet to be commercially only caters to New Delhi resident Jaunched. pail essentials such as laundry supplies, cereals butter, jam, chocolates, sweets, milk, ae coffee and tice, atta (flour), lentils, cooking oil, biscuits, h for the nearest tea are available on the website, The website allows You to searcl neighborhood local grocery stores — either by name, by pin codes, location, maps or view all the ‘Aaramshops’ available and select one. Once this shop i selected, delivery timings can be chosen. Once the user selects the items needed, adds them to the shopping bag and checks out, a confirmation e-mail and text message is sent with the amount and time of delivery. There is no online bank transaction involved and the user has to pay cash on delivery of goods by the shop. ni os 25 ie S year ou urban, well-educated and tech-savvy females and males. Fee ae in Delhi, they have plans to expand its services in 12 cities including Fe : galore, pene ee and other metros in coming months. The sales people will tie-up with retailers. They claim to have roped in more than 100 kirana i stores in its network and i: i i oie rk and is adding a considerable number to it dail MERS PERCEPTION TOWARDS ONLINE GROCERY ear saat ove 17HAGWAN PARSHURAM INSTITUTE o} ECHNOLOGY S|BPIT 100 FMCG brands and 32 categories of products, Viiay Singh, Founder and CEO, AaramShop.com, said that the portal will keep the consumer much more informed about various other brands that are available for the same product and also their pricing to enable them to opt for a much better choice for the same. Other than using Facebook to buy grocery items, users can directly access Aaramshop.com to order items from nearby grocery stores. The user will be required to create a user identity or become a member of AaramShop.com by filling in the required details. 15.1.4 Zopnow Zopnow.com, an online retail store exclusively aims to cater grocery and FMCG need of people launched its service in Bangalore. Zopnow with punch line “Be Lazy, Buy Easy” plans to ‘ We 6} deliver grocery items at consumer’s ~ doorstep in less than 3 hours or at a predefined time specified by the customer. However, currently zopnow’s is offering 1501 products to some selected areas of south Bangalore. Zopnow is founded by serial entrepreneur B.K BirlaandMukesh Singh, erstwhile CTO, Makemytrip. According to company website, it wants to build a customer centric online store that will leverage the hybrid model of online, call center, mobile application and physical touch, Zopnow claims to deliver great customer experience by providing customers, a Convenient way to shop and in the process cut down the time at the checkout counter, traffic and parking. At present Zopnow offers cash on delivery (COD) option and are in the process of adding card, debit card, Sodexho and Ticket Restaurant vouchers, however Sodexho and Ticket Restaurant vouchers would be applicable only for food items, It offers free shipment for CONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 18B|BPIT pacwan PARSHURAM INSTITUTE OF TECHNOLOGY sium order value of INR 500 and above, however shipping cost of INR 30 is added 0 all shipment below INR 500. 1.515 Green Cart Whether you want to buy the basics, or like to follow the food pyramid or just want to buy everything on your erovery shopping list; well none of this is a chore anymore. Green Cart is here to help you shop groceries, fresh their primary principle and aim to offer their products at the affordable prices. Find exclusive Green Cart coupons at GrabOn and save big on your online shopping of. food items. Green Cart is also for customers living in Mumbai only just like Reliance Fresh Direct. The delivery is free for order worth Rs 399/-, they do not accept order below this amount. They have only 2 delivery time slots. Along with COD and net banking they also accept credits cards, Paytm as mode of payment,‘CIINOLOGY B|BPIT aGWAN PARSHURAM INSTITUTE 0} 1.5.1.6 Askme Grocery Because you don’t know how much money you have wasted spending more on groceries, partly because you may not know where do you get the best prices on most products you buy and partly because you do not have enough time to check out for the best offers. But on a whole you find it’s a lot! Well, if you’re the one who constantly buys simple vegetables and fruits, try shopping at Askme Grocery. Because you'll love the Askme Grocery coupons. Askmegrocery.com (Getit Grocery Pvt. Ltd.) is India’s fastest growing online grocery shopping portal that aims at fulfilling your daily grocery requirements and brings to you a gamut of products ranging from staples, dairy products, personal care products to other household utilities and thousands of brands. askmegrocery.com offers all that you desire to shop for at best price and great deals, giving you a class apart service and making online shopping for grocery a delightful experience.quaawan PARSHURAM INSTITUTE OF TECHNOLOGY 154-7 Naturally Yours we'll know bring fresh P ‘0 if this is something that you are farmer’s markets are cheap, they roduce and they are just generally fantastic. S joking for, shop at Naturally Yours Even if you want tO buy the foods that make you happy as well as your tummy? Naturally y O \ | r S Yours is the right place to shop that happy Live Healthy * Live Organic * food. The store features over 20000 carefully curated products for your health, mind, body and soul. They have a huge range of organic cosmetics, organic supplements, organic clothing, organic food and organic ayurveda. Naturally Yours is an organic superstore. They have over 1500+ products and 50+ brands on the catalogue. In Mumbai they deliver you in 48 hours and outside it takes 4 to 5 days. They accept COD, net banking and credit cards as mode of payment. The delivery is free only if order is worth Rs 699/- However, they do charge Rs 50 for delivery charges. Online Apps to Buy Grocery + Grofers: Really good for solid staples. * Pepper Tap:Pepper Tap js also a great app for online grocery shopping. No delivery fee for order above Rs 250/- * Jif Store:Free home delivery and COD. * Taza Stuff: Only two cities Chandigarh and Mohali, con: “ONSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORES 24"7 cwAN Fae tac OBJECTIVES OF THE STUDY zo study attitude of customers towards online groceryshopping. ‘0 To analyze the factors influencing user to buy online grocery. 0 To find the issues faced by user while shopping on online grocery stores. 0 Rope ennai —pttee iemBPIT pseaRCH METHODOLOGY: aD is defined as a scientific and systematie research for pertinent jaformation ‘on a specific topic. Research is an art of systematic investigation. mprises defining and redefining problems, formulating hypothesis OF upesearch C0! jeductions, and uagested solutions, collecting, organizing and evaluating data, making 4 aulsst reaching conclusion. ESEARCH DESIG. detailed outline of how an investigation will take place. A research design will spially include how data isto be collected, what instruments will be employed, how the aruments will be used and the intended means for analyzing data collected. esearch designs are concerned with turning the research questions into the testing preject, The best design depends on your research questions. Every question has its negative and positive sides. The research design has been considered the ‘blueprint’ for The Research method used is deseriptiveand analytical method in order to find the response of the population to describe their perception regarding the brands available in c 4 i a 5 the market. Also considering the time constraint, descriptive research leading to co NSUMERS PERCEPTION TOWARDS ONLINE GROCERY STORESmiBPIT wan ‘ansHURAM INSTITUTE OF TECHNOLOGY awa? at ive coe js the most suitable design for this research as it is related to why “3 ine 1 checks the behavior characteristics of the customer. a of DATA COLLECTION: v spe sus ofdata used in this project report is primary data, primary data primary data consists of original information gathered from sample size of 65 respondents residing in Faridabad, Indi. ‘pres OF QUESTION: spe second important aspect in the designing a question is to decide which types of =n are to be used. Question can be classified in various ways. Questionnaire contains following type information- 1. Open-ended question 2 Multiple-choice Question The questionnaire consists both types of question. Mostly all questions are multiple type caesions, There is only one open-ended type question. PHRASING OF QUESTION: In questionnaire, we tried to phrase the question in logical way. For example we arrange Questions in sequence of customer preference. SAMPLE DESIGN + Size of Sample: ‘The sample size selected for the research is 65 in the area ofFaridabad + Parameters of Interests: The major parameter of interest is the subgroup of peoplewho are working professional and web savvy having an experience in online shopping. The two other subsidiary parameters of interest are:ARSHURAM INSTITUTE OF TECHNOLOGY a BPIT vA Pi ae + The respondent should also have an experience grocery shopping: e And tl ft ? he female respondent who have an online shopping experience. ca PLING qu spe sampling vechnigue used is Convenience Sampling.It is a non-probability sampling eohnique where subjects are selected because of their convenient accessibility and wei imity to the researcher.The subjects are selected just because they are easiest to recruit fOr the study and the researcher did not consider selecting subjects that are representative of the entire population. Jnall forms of research, it would be ideal to test the entire population, but in most cases, the: population is just too large that it is impossible to include every individual. This is the reason why most researchers rely on sampling techniques like convenience sampling, the most common of all sampling techniques. Many researchers prefer this sampling technique because it is fast, inexpensive, easy and the subjects are readily available. SAMPLING PROCEDURE: 1. Sample Size: 65 consumers (respondents) (Note:- Out of 65, only 50 were doing the online grocery shopping, so the data analysis and interpretation is done on 50 respondents only) 2. Sampling Method: Convenience Sampling Method 3. Contact method: the respondents were contacted through direct interactions. 5, Area of survey: Faridabad i DA’ METHOD USE TO PR. Data Analysis & Interpretation — Classification & tabulation transforms the raw data called through questionnaire in to useful information By organizing and compiling theB|BPIT a AGwaN pARSHURAM INSTITUTE OF TECHNO LOGY in each questionnai ionnaire .€., observation and responses are converted pits of data contained standable and o1 under rderly statistics are used to orgat d inize and analyze the data? simple tabulation of data using tally marks. rks, Calculating the percentage of the response: s. Formul: = ; ula used = (name of responses / total responses) * 100 Graphical analysis by means of pie charts bar graphs etc. TOOL USED: pATA COLLECT! Questionnaire to get the “Questionnaires line sed for the research is preference on onl he data collection tool u al research on consumers wae data for the empiric grocery shopping. The Questionnaire which is attached in the next page © questions printed in a definite order onsists of @ number of cna form which the respondents read.unawvaN PARSHURAM INSTITUTE OF TECHNOLOGY Qi which Gender you belong to? Gender m Male mFemale INTERPRETATION: © Out of 65 respondents, majority 39 (60%) of the analyzed respondents were found to be Females and 40% to be Males.paRsHuRAM INSTITUTE OF TECHNOLOGY B|BPIT wn? noe’ group doyou belong to? Wi i eee Age Brackets mi8-24 25-30 230-50 50 & above INTERPRETATION: + The 49 % of the respondent were amon8 30 & above age bracket as these respondents are well educated and web savvy- * Another 26% of the respondent were ranging Were respondent were ranging from 25-30 age bracket, ready to adapt changes. from 18-24 age bracket and 14 % as these respondents areitAG Wi ‘an PARSHURAM INSTITUTE OF TECHNOLOGY B|BPIT Have you purchase online grocery ever? a 03 INTERPRETATI Online Grocery Shopping wyes No From the collected data77 % of the respondent had done at least once or more than that online grocery shopping. ; , 1 Another 23% of the respondent had not done online grocery shopping es all. The following question helped to understand who is a regular online grocery shopper among the 77% who had indulged into online grocery shopping.N PARSHURAM INSTITUTE OF TECHNOLOGY f ows! S|BPIT 3 How frequently did you purchase online Brocery?2(monthly) @ Only once 2-4 times 1 More than 5 times More than 10 times INTERPRETATION: * This helped to understand the purchasing behavior of the online grocery shoppers. Itis seen that 24% of the online shoppers had shopped more than ten times and 20% had shopped 2-4 times. * The frequency shows the acceptance of Internet as a online grocery shopping medium. Though only a small amount of the online shoppers had purchased more than 5 times but still there is a huge opportunity in the online shopping arena. enerN PARSHURAM INSTITUTE OF F TECHNOL LOGY S|BPIT sue money co you spent i spent in online grocery sh shopping?(Ruj pees) 100-500 1m 500 - 1000 1 1000 - 5000 15000 & above INT ERPRET: TION: ey in online grocery shopping is + Among 52% ranging from INR online. of the respondent: 5 spend mon 1g to purchase hich indicates the users are willins 1000-5000, wiwher do you paRSHURAM INSTITUTE OF TECHNO) LOGY feel the need to shop online? Need to shop factors S|BPIT ee ee 38. 3 2 5 g | s59¢9§ i 2 3 12% —— 3 36% 3 2 é 5 2 When | want When | don’ When tneed | something When Ineed | have the ‘ine home delivery | uniqueand | ‘ocomeare to find things | special prices by different - kets, mSeriest 29 = 19 18 2 INTERPRETATIO! « From the above we can depict the factor that 58% of the respondent shop online is when they need home delivery. Je shop online when they don’t have * The above graph also determi the time to find things in the m * The other factor which motivates different products at a same place. ines that peop arket for the P! to shop 0 oduct to be purchased. nline when they com| pare prices ofN PARSHURAI sow URAM INSTITUT] Ee OF TECHNO} LOGY t features in onli a x w nline shopping website site attracts jou? ee ee Onlin i e shopping attraction factors S|BPIT 80 _ 10 3 3 5 30 3 25 s 20 gS Zz 10 5 2 5 ° The design | py, a counts | Advertisem Value for wcone | otered ent verety | “poner 10 35 12 24 14 INTERPRETATION we can determine that people Pi + From the above diagram W' ered to them. when discounts offered are offer * Also the variety of product © the customer also fo rndent to shop omline factor which motivates the respo i ine is when +The other factor that motivates the user to SHOP Om" urch: f mont ‘i purchase is of val 2 e ong with the gifverent advertisement * Also the design o' motivates the user t shop refer online shopping rms an important the product they promotion 35uy SHURAM fi awa PAR! INSTITUTE OF TECHNOLO: GY S|BPIT js your main ivati 1 what is ¥ motivation to purchase " grocery onli ine? Motivation to purchase 400 gy 35 g pg 3 60 2 30 " 5 g 2 eae | S 3 15 6 28% — 10 245 nal onveni i SEE sovestime | 82%" | price | _ Product selection compariosn [sSeriest 37 30 17 13 14 INTERPRETATION: had been done by the regular shopper force while 60% of the shopping had for shopping online. pping, were product n (28%), and price * The study showed that 77% of the shopping is the main driving who think convenience ! been done for whom time saving is the main thing * Other motivating forces, which had lead to online grocery sho availability and superior selection (34%): product comparison (26%). * Convenience ability to shop 24x7. das ease of purchase, home delivery and ¢ here is characterize“cwas ARSHURAM INSTIT pil! ace te following features of online QP i Broce catistion the most? TY shopping that affects your sign of website Design of a website so -— 3 a — z i : [—_—— & 25 ao 3 20 g _ — & 5 z 0 User friendly Adequate Product search optior Very important 43 = oe aia ‘m Somewhat important 7 v = 4 [= Not important 0 2 . INTERPRETATIO! « The graph shows that web: ine grocery shopping, f visits on a ions for the particular sho} +h bar which is use e, The above graph of the online s! site user friendliness forms an important factor when it website user friendliness will more the sults an website which will in turn rest pping site. xd by the user {0 search for a h depicts that user feels hopping website. J helps the user to easily tack the comes to onli determine more number © increase in the sale transacti + Adequate search option is the searcl particular type of product in the websit that adequate search bar form an important part Product assortment in a online shopping websit oducts can bi product they are willing to buy: For Example In grocery category F Chena assorted in categories like candy, flour, t€8 + hair care items, oil i salt & ee a From the above graph we can determine product assortment is very impor int pi of the online grocery shopping website.! wcwan PARSHURAM INSTITUTE OF TECHNOLO GY yen oon Payment options 50 3 8 pe 5 3 a 30 & 25 3 20 j 3 5 5 2 0 Cash on a Delivery Net Banking | Debicredit Very important fai a em Somewhat important 3 = iad 1 Not important Fi 7 2 1 INTERPRETATIO! ing forms an important aspect of the online ocery shopping market, the above graph art on the online shopping. net banking also forms an important Cash on delivery and credit/debit banki shopping website in Indian online gr depicts that it does forms an most important p' « The other mode of payment gateway through part of the online shopping website. Product options TE Product options _—_—— __—— Free ShIpPINE —— Number of responses Very important Somewhat important Not importanter secoty # INTERPRETATION: . itt pARSHURAM INSTI wan TUTE OF TE ECHNOLOG: Y gpRETATIO a|BPIT ‘The above graph depicts that alo1 ; ng off the most important factor for i crotvating Factor forthe user to shop, suiiae “iscouns free shipping also forms as ‘opping website, which forms a nd Delivery Security & Delivery Order Id & password | confirmation screen Number of responses Tracking of items ‘m Very important a 2 a ‘Somewhat important ‘Not important ERPRETATIO the website Id & password forms an wn. The other aspect ‘order confirmation is ms he/she is going to also forms an When it comes to security aspect of important aspect of the online transactio the ike the shopping cart where the user gets the list of ite purchase which avoids unnecessary purchase of the product , important part of the online shopping website. When it comes to tracking of items service in onlin respondent think that it is an important service which allows the user to tract items in transit. ¢ shopping most of the k theirv fi now ou think buying grocery on! 0 ‘CHNOLOGY pI ¢ is beneficial? Beneficial Yes No INTERPRETATION: * 100% of th 101 that online grocery shoppin is beneficial. % respondent says th line grocery ing 100% of the“an PARSHURAM INSTITUTE OF TECHNOLOGY S|BPIT wu why do you think buying grocery online is benefici 1? } ficial? Beneficial factors : 25 2 § 20 Bo 2 2 10 5 2 5 o Easyto | Variety at | Discount & |] Avoid long order | oneshop | _ Offers Savestime | queues [mseriest] 20 16 26 30 Ed ERPRETATION: icts that user respondent think that online grocery shopping 1] save their time to shop for grocery items. ; + The next relating aspect why consumer will shop grocery online an will allow ing i Hion in ti it in shopping. fhe us i ues resulting in reduction in time spent in shoppit Oo thy om g will be beneficial as it will allow * The line grocery shoppin - other factors why ont a particular place with discounts and offers. the user to shop all the grocery at + The above graph depi will be beneficial as it wi ay »ARSHURAM LOGY B)BPIT Bt re the issues E what SUES You face While sho PPing grocery online? a \ ; issues of online grocery shopping eee ane LI ere rAn 30 PT Number of responses 8 0 No | Possibitit | Product i r guarante| yof | highly | Steurty Ea lNecet ighly | SETA” | examinati| costis e forgery | priced ue on high [mSeriest 24 3B 7 21 38 1 INTERPRETATION: physical examination that is the tangibility of the then it comes to online grocery shopping. by the user to shop online is the security and no issues like phishing, hacking of accounts etc. « The above data determines that product is the important issue WI * The other factor which are faced guarantee issue, which consists 01 a2STITUTE OF TECHNOL LOGY S|BPIT | paRSHURAM IN vauvere30 satisfied with your experience of online grocery shopping? y shopping? ore avery satisfied msatistied Unsure missatisied Very Dissatisfied INTERPRETATION: + The above data determines that 30% of the respondents are very satisfied and 60% are satisfied. + This shows that the respondents are 0 shopping grocery online. werall satisfied by the experience of 43GWAN PARSHURAM INSTITUTE Op yp, = ECHINOLOGY 5 BIBPIT EINDINGSs Gender:-Out of 65 respondents, Majority 39 9 (60%) M6 be Mates ) Of the analyzed respondents vere found to be Females and 40 ge Bracket:-The majority(agy Age Bracket) YOrity(49%) of the Tespondent wer re among 30 & above age bracket as these respondents are well educated led and web savvy y. 3. Online grocery shopping:- Shopping:-From the collected data 77 % of the respondent had done at least once or more than that online grocery shoppin , ing. 4, Frequency of purchase:-Itis seen that 24% of the online shoppers had shopped more than ten times and 20% had shopped 2-4 times. The frequency shows the acceptance of Internet as aonline grocery shopping medium, 5, Purchasing Power:-Among 52% of the respondents spend money in online grocery shopping is ranging from INR 1000-5000, which indicates the users are willing to purchase online. 6 Need to shop factors:-The graph shows that 58% of the respondent shop online is when they need home delivery. -It can be seen that people prefer online to them, Also the variety of product t factor which motivates the Online shopping attraction factors:: shopping when discounts offered are offered offering to the customer also forms an importan Tespondent to shop online. 44yo ~ x PARSHURAM INSTITUTE OF TECHNO, Gy S|BPIT ‘ eatusesof online shopping of online shopp Website user fri i iendliness forms an important factor when i t online grocery shopping. when it comes to ‘Adequate search option, Prodi > luct assortment al: i feature. also forms an important cash on delivery and credit/debit banking forms an important aspect of the online shopping website in Indian online grocery shopping market. Free shipping and discounts offered by the website is the most important factor which motivates the user to shop online. Website Id & password forms an important aspect of the online transaction. 10, Importance of online shopping:- U. Issues faced while shopping grocery onli tm Online grocery shopping is beneficial because it saves time to shop for grocery items. It will allow the user to avoid long queues resulting in reduction in time spent in shopping. It allows the consumer to shop all the grocery at a particular place with discounts and offers. Physical examination that is the tangibility of the product is the important hopping. issue when it comes to online grocery 8 ‘ich consists of issues like The security and no guarantee issue, wh phishing, hacking of accounts etc. 45ECHNOLOGY mIBPIT yan PARSHURAM INSTITUTE 01 van LIMITATIONS rst limitation caused durin ‘the first ring the marke et research was to find out the ccpondent who shop online andl are web say. pmary data i tken from various sources. The respondents may tll es orm sot be interested in the study. u The sample size 1S 50, which is very small to obtain the accurate results of the entire population. Time was also limited to carry out the survey and conclude further results. ‘te findings and conclusions are based on knowledge and experience of the respondents sometime may subject to bias. con survey was related to consumer experience and Was Since, the direct interacti Its may vary in different regions. conducted in Faridabad, the resu!et, consumers can shop anywhere. jaternets intel nt options. Consumers can do com me py onlin better in India, With the use of > anything ir nything and anytime with easy and safe Parison shopping between Products, a5 well as, e stores. the above data analysis it can be Conclude that ¢ From hopping website on the basis of factors like of online S h deliver jlable, free home TY, duot avail pro onsumer buys goods from the fers and discounts, variety of website user friendliness and cash of delivery ion. rent optio! paym dent would think that it would be beneficial to shop grocery online on the respon’ Most of ctors xy to order, variety, discounts! offer ie and avoid long fa like eas} , dis Fs, saves time s of f the bast queues.NOLOGY S|BPIT pos amiNamakumari, Marketi ing Mana, \ement-P nas -Planning, hing, Implementation and Control, yyillan India Ltd, New Delhi ar, A, Misra, S., and Ri oe 0, H.R, ‘Online risk, cor or,’ communications of the ACM 2000 nvenicnce, and Internet shopping ate ntip/Avww. firstpost.comv/tech/indias-c-commerce-market-to-touch-260-bn-by-2025. out n-by-2025- reports -255350.html + bitp//online.ws} j.com/article/SB 1 0001424052702303816504577308652286295634.h tml ht /hwww.businessworld.in/businessworld/businessworld/eontent service: Fonomy-Moves-Online,htm?storyinsinglePage=true | tps/vww boston. com/business/blogs/slobal-business: jub/2012/03/the_ sizzling in.htm! http://www. imediaconnection.in/article/806/Research/mobile-commerse= juzstysteporinl ationmadness.com/blos in-india- (965-mobile-comm yree-in-india.html ssearticles/key-Success- ' se manpeiiscondnsnsas tt jen- 128808, html online-retailing-appealing-women- . 6 ili -a-dozen-but= investors-wary,QUESTIONNAIRE elds are Mandatory. Flin With Block Letters ired Full Name * Gender * c ° Male c ° Female Occupation Contact No. 1, Which age group do you belong to? * 6 ° 18-24yrs, o © 25.30yrs o © 30-50yrs o o © 50 & above 2, Have you purchase online grocery ever? * oC ° ‘Yes o © No 3, How frequently did you purchase online grocery2(monthly) * c o © Only once o © 24times o © More than 5 times o © More than 10 times 4, Which item you shop online? * o © Apparels o Books c ° Food/Grocery ° uC Games o © Music° 5. How much money c ° e ° iS ° a ° 6, When do ys o a o & o F o a Other, do y YOU spent in online grocery 100 - soo opping? (Rupees) * 500 - 1000 1000 - sooo 5000 & above ‘ou feel the need to shop online? * When I need home delivery wi hen I want something unique and special When I need to compare prices When I don’t have the time to find things by different markets 7. What features in online shopping website attracts you? * ° ° ° ° onana ° 8. What is your main motivation to purchase grocery 0) ° ° ° ° fanand ° 9, Rate the following features of shop} Design User friendly. Adequate search option Product assortments ‘The design of a website Discounts offered Advertisement Variety Value for money nline? * Convenience (ease of purchase, home delivery , ability to shop 247) Saves time Superior selection / Availability Price Product comparison ping that affects your satisfaction the most? * Somewhat important _Not important Very important 7 c ec e c c c cPayment options Very important Cash on delivery a ‘pera in Net banking io Ts . S Debit/Credit cards a 2 t c Product ‘options e Very important Somewhat Offers & Discounts =a Free Shipping . * S 7 Security Very im i o 'Y important Somewhat important c c confirmation c S screen aE Delivery Very important Somewhat Tracking of items G oe 10. Do you think buying grocery online is beneficial? * o © Yes o © No 11. Why do you think buying grocery online is beneficial? * ° C Easy to order ° mi Variety at one shop o F Discount & Offers o F Saves time r ° Avoid long queues Not important o o o Not important S c Not important Not important e12, What are the issues r r = a S ° ° 13. Which online groces ° ° ° ° ° a oonada You face while sho No guarantee ping grocery online? * Possibility of forgery Product highly priced Security issue Physical examination Delivery cost is high TY store do you prefer for shopping? * Big Basket Nature's Basket ‘Aaram shop Zopnow Reliance Fresh Direct Green Cart 14, Overall were you satisfied with your experience of online grocery shopping? * ° ° ° ° Submit 6 a = a an Very Satisfied Satisfied Unsure Dissatisfied Very Dissatisfied Never submit passwords through Google Forms. 100%: You made it. Powered by This content is neither created nor endorsed by Google. Report Abuse - Terms of Service - Additional Terms