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CUSTOMER SATISFACTION IN
ONLINE SHOPPING REGARDING MEESHO APP

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CHAPTER-1 :-

INTRODUCTION

Customer

A customer is an individual or business that purchases another company’s goods or services.

Customer are important because they drive revenues ;without them ,businesses cannot
continue to exist.

Consumer

A “Consumer” is person who buys any goods or hires any service for valuable consideration
(including deferred payment). The term does not include a person who obtains goods or
services for resale or for any commercial purpose .However , persons who avail goods or
services exclusively for the purpose of earning their livelihood by means of self employment
are considered as ‘consumers’.

Satisfaction

Satisfaction is a judgment of a pleasurable level of consumption related fulfillment.

Consumers can experience satisfaction when a product or service gives greater pleasure than
anticipated.

Customer satisfaction

Customer satisfaction, a term frequently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals”.

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.

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These metrics quantify an important dynamic. When a brand has loyal customers, it gains
positive word-of-mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectation are key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying.

Definition:

Philip Kotler defines customer satisfaction as a person’s feeling of pleasure or

disappointment which resulted from comparing a product’s perceived performance or
outcome against his/her expectations. Although Kotler uses abstract terms like pea sure and
disappointment, the definition is by no means ambiguous.

Customer satisfaction =f(perceived performance, buyer’s exceptions)

OBJECTIVES OF CUSTOMER SATISFACTION

Customer satisfaction is atop indicator of customer loyalty and it increases chances

for repeat sales. It not only brings down customer churn, it boosts positive word of mouth
promotion.

When you provide good customers service , customer satisfaction rises. When your
customers are satisfied , they stick to your bran ,and this ensures respect sales . Satisfied
customers buy more. Happy, satisfied customers tell family and friends. This brings in more
customers who are assured of good customer service. This too boosts sales.

This is why customer satisfaction is important to every business. Most online sales
brands ask a customer after a recent purchase about how they liked the shopping and delivery
experience, including feedback on how they can improve their service. Most of them also ask,
on a scale of 1 to 10, how likely they are to recommend the brand to family and friends.
Similarly, inbound call centre services or call centre outsourcing services ask callers how well
their issue was resolved during that call. This is part of the excellent customer service that that
brands provide and goes into creating customer satisfaction.

Increase customer utility

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Call centre services surveys, feedbacks and reviews help businesses understand what
their customers like or do not like about their products or services. Viable and practical
suggestions can be taken up and incorporated to cater to the customers’ needs. Customers
respond to brands that are responsive.

Increase customer advocacy

Happy customers are great brand advocates. When businesses cater to customers’
needs and aim for higher customer satisfaction, they are not only ready to be associated with
the brand more, but love to ask friends and family to try it out. Customer satisfaction increases
referrals.

Increase profitability:

Customer satisfaction increases sales and, hence, profitability. It is not enough that
your product or service or even an attractive price impresses customers. Once they purchase
your offering, they want efficient and swift after-sales support. Studies show that customers
drop a brand with even one negative experience. Customer satisfaction is a crucial part in your
business. Adopting ways to measure customer satisfaction will help you determine where you
stand now. Work your way forward from there. It will make all the difference in your business
bottom line. Is always for you regarding inbound call centre services and call centre
outsourcing services.

LEVELS OF CUSTOMER SATISFACTION:

The success of your company is directly proportional to how thoroughly your customers
are satisfied with you .The satisfaction score of a customer is a critical determinant that
portrays how far fetched their loyalty will go on. While it is said that sales is the engine that
is driver of your business, customer satisfaction is the one that acts fuel. Only a fully
satisfied customer will revert to you and will do more business. There are four levels of
customer satisfaction that stand as a testament to glorying customer success.

 Meeting customer expectation

 Surpassing customer expectation
 Delighting your customer
 Amazing your customer

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1.Meeting Customer Expectation

Well lets face it the entirety of your business depends on the customers. The
minimum, basic requirement that is asked from you to sustain the market is the ability to
meet the exceptions of a customer . This is the only level where you know that your
customers are happy ,fulfilled ,and will not carry any severe grudge against you And on
similar tracks , they won’t have loyalty for you too.

But do not assume that since you are on the first level , you are entitled with no efforts
at all. If in the meanwhile ,a competition of yours does something greater than just meeting
their expectations, you lose the chance to retain them .Not just ,your customers will now give
away their customer loyalty .Brownie points to someone whom they really want to. Surviving
the first step ,you will have to learn the skill of package the punch in the first go.

2. Surpassing Customer Expectation

Now ,it is time to go beyond more expectations. So how do you redeem yourself in
this category. A friendly customer service that provides impromptu solutions, followed by
regular feedback sessions might put you at this level , you must know that satisfaction for a
customer means more than just subscribing to your product.

You will have to come up with a multitude of additional causes that can give you an
edge over your competitions. Exceeding their basic expectations here will build treasure trove
of customer retention and will eventually augment your profitability bar. Once a user sees
that you are ready to surpass their will most likely be eager to pay more and stick around for
a longer time.

3. Delighting Your Customers

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It is human tendency to fill for things that give them pamper and attention . The same
principle goes for the customers too .Once they come and see your abode of love , respect ,
and dedication , you are assured to put a smile on their face. On the third level, a customer
served here is indeed delighted.

Not only they saw that their basic expectations have been met and surpassed, but you
as a company have connected with them on an emotional note too. This accounts to be the
beginning of wreathing their yours away from the clutches of a vying competitor is difficult
and impossible for some.

While you make sure that you are delighting your customers , you are in a way
paving the route to building a well-profitable business with an enriching revenue bar. It is not
always expensive , trophy gifts hat retain a customer . You can delight them in myriad cost-
effective ways too. All they need from you at the end of the day is empathy and deviation
above the rest.

4. Amazing Your Customers

As you walk into the final level, you are looking at propelling your business in
financial ways. At this top level of customer satisfaction , you will have to bring you’re a
game and amaze your customers more than ever . Some of the simple yet significant include
lunching a revamped version of a product update that goes way beyond what they had
expected. Freebies too are a great way too keep them amazed.

A customer by default has a thing towards getting discounts, special promotes codes ,
and loyalty programs . These methods will almost simmer down on the bulging churn rates.
On top of that , adding a personalized notes that goes along with these freebies is like on a
cake. Receiving regular customer feedback too is a good way to show them that you are
listening and that their suggestions are truly welcome. This will add in moving your business
higher in the customer satisfaction hierarchy and strive to get more brand loyal.

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BENEFITS OF CUSTOMER SATISFACTION

Brands need to understand customer satisfaction benefits before they invest effort and
resources in processes and systems to improve their CUSTOMER SATISFACTION score.
Here are some key benefits of customer satisfaction that all brands need to take into account.

1. Customer loyalty
When your customers are satisfied, they believe in the brand and become loyal. These
loyal customers give brands repeat business and form a major part of the revenue. Losing
customers takes a huge toll on your business revenue and customer churn numbers. Adobe’s
report said loyal customers spent 67% more than new ones via repeat orders, up sells, etc.
Add to this the positive word of mouth to friends and family from your loyal customers, and
it really starts to add up. Satisfied existing customers feel they can promote the brand to their
loved ones for the great experiences they’ve had.

2. Support pillars
Satisfied customers are more likely to stand by in times of crisis; they care for the
brand and want to see it thrive. This has been observed in many cases for big brands such as
McDonald’s, when there rumors of caterpillars in their foods. They trust the brand and are
understanding of any shortcomings or crisis that may befall them.

3. Sales revenue
Brands focusing on customer satisfaction actively have healthy sales revenue. They
do not lose old customers and have a steady revenue stream from repeat business. Customer
satisfaction and increased revenue are directly correlated. Satisfied customers stay loyal to

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your brand, interact with it, buy after, and make recommendations to their colleagues, friends,
and family. Run online customer surveys to note which areas are impacting customer
satisfaction negatively and need improvement. This will help improve customer satisfaction
and reduce customer churn.

4. Boost brand reputation and popularity

Customer satisfaction impacts brand reputation and popularity. See customer
feedback and figure out which areas could be improved and improve satisfaction. Is it
accounts or customer service? Don’t be afraid to ask your customers; honest feedback will
help manage expectations and act accordingly. Famous brands have dedicated teams and
initiatives for improving customer satisfaction, which helps them achieve high sales figures.

5. Reduce marketing expenses

Satisfied customers are your biggest advocates. Their positive word-of-mouth lends
your brand credibility, popularity, and helps acquire new customers. This saves brands a lot
of money that they would spend on marketing and promotional campaigns to acquire new
customers.

LIMITATIONS OF CUSTOMER SATISFACTION

As we know, there are many benefits of customer satisfaction and many firms strive

to maximize their Customer Satisfaction scores. In service firms in particulars, customer
satisfaction is often their key marketing goal (and most significant marketing metric) that is
regularly tracked and assessed.

However, there are a number of limitations of customer satisfaction in terms of

relying too heavily on this marketing metric. It is, therefore, important to understand the
various limitations in order to utilize the results of Customer Satisfaction research/scores
appropriately.

Expected versus delivered value is being measured – CUSTOMER SATISFACTION is

NOT necessarily a measure of overall value or quality of the firm and its offerings

 High CUSTOMER SATISFACTION scores may be simply a reflection of low

expectations of the firm

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 High CUSTOMER SATISFACTION scores may not deliver increased profitability

(and may even have a negative financial impact – primarily due to the firm over-
delivering increased customer value)
 Existing customers will adjust their expectations to the value regularly being
delivered, resulting in most customers being “just satisfied” (reflected in average, not
high, CUSTOMER SATISFACTION scores). This means that it is difficult (high
effort and cost) to maintain very high satisfaction scores over a long period of time
 More engaged and involved customers are more likely to participate in optional
market research surveys, such as online surveys, potentially leading to an
overestimation of CUSTOMER SATISFACTION levels
 There are better measures available – for the aggregate of factors that customer
satisfaction is suggested to address (which include of loyalty, customer profitability,
likeability of the firm, word-of-mouth potential, and so on).

Ways to improve customer satisfaction

Ways to improve customer satisfaction for your brand are:

 NPS surveys
Net Promoter Score surveys help analyze customer loyalty and are frequently used
regularly in CUSTOMER SATISFACTION surveys. This blog details how your brand can
get a good NPS score.

 Web intercept surveys

Web intercept surveys let a certain amount of your online visitors respond to online
customer surveys. Your website visitors are shown a message about the customer survey, and
they get an option to participate in the survey. They are preferred by many brands as they are
non-intrusive, ensuring you don’t lose your website visitors.

 Customer service surveys

Customer service surveys help analyze if the customers are happy with a brand’s customer
service. These are usually triggered after customers interact with customer service
representatives and look to check if the customers were satisfied with the interaction and their
queries resolved.

 Social media handle

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When customers talk about your brand, its products, or services, it shows how they regard
your brand. With social media, customers have the ability to provide instantaneous feedback.
This could be good or bad. Using social media channels such as Face book, Instagram,
LinkedIn, or Twitter can help you gauge customer satisfaction, use these channels, and
leverage their tools such as reviews, live polls, etc.

 Live website chats

All websites have the ability to now support live chats, and most big and small businesses
do have them to interact with customers. It helps in resolving queries, customer expectations,
guiding them to where they need to go, etc., gathering feedback, etc. Use live chats to engage
with customers and seek their feedback to ensure you give them a fulfilling experience. You
can use history to look at old chats and study patterns to bridge any gaps that may exist.

 can help your manage your customer experience initiatives, track and measure them.
Try the platform, you do need to put in your credit card, and signing up takes less than
a minute.

 Looking to deliver an exceptional customer experience with  Discover more about

how to delight your customer at every touch point and turn them

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CHAPTER-2:- COMPANY PROFILE

Meesho is a Bangalore-based social e-commerce company founded by IIT Delhi

graduates Vidit Aatrey and Sanjeev Barnwell in December 2015. It is one of the best zero
investment reselling platforms for small businesses. It allows them to sell their products to
consumers and resellers who can resell the products using social media platforms like Face
book, Instagram, and WhatsApp.

Meesho provides its customers with timely and secure payments, shipping services,
and low returns. With more than 2 million resellers and 20,000 manufacturers, this startup
aims to diversify more to reach 100 million monthly transacting users by December 2022.

Company Profile
Legal Name Meesho Inc.

Headquarters Bangalore, Karnataka

Founding Year 2015

Business Model B2C

E-commerce, Software, and Tech

Industries services

Website URL www.meesho.com

No. of
employees 2790 (+5 percent)

Core Team Vidit Aatrey – Founder and CEO

Sanjeev Barnwell – Founder and

CTO

Jatin Mazalcar – Chief Financial

Officer

Kirti Varun Avasarala – Chief

Product Officer

Harshit Madan – VP and GM for

supply growth

Prateek Agarwal – VP and GM

Monetisation

Market $2.1 billion as of October 2021

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Valuation

Total Funding  $515.2 million

Net Revenue INR 306.92 cores for FY20

Hub Tags Unicorn

Private equity, angel, venture capital,

Ownership accelerator
Dealing categories – Women ethnic and western wear, Men ethnic and western wear,
Jewellery and accessories, Beauty and health, Bags and footwear, Home and kitchen, Kids
and Electronics

Meesho Investors – Y Combinatory, Shunwei Capital, SAIF Partners, Naspers, Eric

Kwan, Sun deep Madra, Face-book, Abhishek Jain, Rajul Garg, Maninder
Gulati, Investopad, VH Capital, Venture Highway, Venky Karnam, Locus Ventures, Brennan
Loh, Alvin Tse, Kashyap Deorah, Jaspreet Bindra, Sequoia India, Sequoia Capital India, RPS
Ventures, DST Partners, Prosus Ventures, SoftBank Vision Fund 2, Knoll wood Investment.

Meesho competitors – Deal Share, Glow Road, Shop101, Volusion, Elena’s, huboo, Drop,
and Store Hippo

Meesho is a social e-commerce company. It is headqutered in Bangalore .Over the

years ,Meesho has emerged as a popular choice for resellers and producers. By using Meesho
platform, small business with almost zero investment. The focus is on using popular social
platforms such as Face book , WhatsApp and Instagram .Meesho works as a facilitator to
connect sellers to customers and also takes care of payment processing and delivery.

Even when facing tough competition from the likes of Amazon and Flip cart, Meesho has
been able to register strong growth over the years . The focus on promoting local producers,
sellers and creators has contributed significantly to Meesho’s success. Meesho recently
achieved the unicorn tag , which goes on to show its growing worth an potential.

Coming from middle class families , the founders had often purchased goods from small
businesses. However, when they looked at the e-commerce revolution taking place in the

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country ,they realized that majority of small businesses were left out. Same was the situation
with a number to talented individuals who had unique products to offer but weren’t able to
sell online . This prompted the founders to design a platform that will allow producers and
resellers to launch their products online . Instead of directly competing with e-commerce
giants, the founders thought it suitable to use social platforms for their business.

The focus on tier 2 and tier 3 cities is another factor that has helped Meesho register strong
growth . However , competition is expected to get tougher ,as e-commerce giants too have
stepped up focus on smaller cities and towns . Nonetheless , with its unique business
approach and through social selling ,Meesho is confident about its future prospects . The
company has plans to on-board 100million small businesses on its platform . This will
significantly strengthen its ecosystem and choices available to end users.

FUNDING

Meesho has received investment worth USD 515.2million via 9 rounds of funding . Some of
the key investors include combinatory ,SAIF partners sequoia India , Shunwei capital ,DST
partners ,RPS venture ,venture Highway ,Face book ,Naspers . Softbank vision Fund and
Knoll wood investment Meesho has also received investments from a number of angle
investors.

ACQUSIONS

Meesho has not made any acquisitions in recent times.

COMPETTORS

Meesho competes with the likes of Deal Share , Glow Road , Shop101,and Store Hippo.

ABOUT THE FOUNDER

Meesho was founded by IIT graduates Vidit Aatrey and Sanjeev Barnwell. Vidit currently
services as the CEO of Meesho .Earlier ,he had worked with companies such as InMobi and
ITC ltd . Sanjeev currently services as the CTO at Meesho .Earlier ,he had worked with Sony
corporation and Samsung.

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CHAPTER-3

RESEARCH METHODLOGY

Research is a very general term for an activity that involves finding out, in a more or
less systematic way, things you did not know. A more academic interpretation is that research
involves finding out about things that no-one else know either. It is about advancing the
frontiers of knowledge. Research is an academic activity and as such the term should be used
in a technical sense. According to Clifford Woody research comprises defining and
redefining problems, formulating hypothesis or suggested solutions; collecting, organising
and evaluating data; making deductions and reaching conclusions; and at last carefully testing
the conclusions to determine whether they fit the formulating hypothesis.

DEFINITION

Research is a careful investigation or inquiry specifically through a search for new

facts in any branch of knowledge . It is an original contribution to the existing stock of
knowledge making for its advancement.
Research can simply be define as a task searching from available data to modify a certain
result or theory.
Research is defined as careful consideration of study regarding a particular concern or
problem using scientific methods. According to the American sociologist Earl Robert Bobbie,
“research is a systematic inquiry to describe, explain, predict, and control the observed
phenomenon. It involves inductive and deductive methods.”
Inductive research methods analyze an observed event, while deductive methods verify the
observed event. Inductive approaches are associated with qualitative research, and deductive
methods are more commonly associated with quantitative analysis.
SATEMENT O F THE PROBLEM
Online selling app has gained a lot of importance in the present marketing condition. But
every application of online shopping is not familiar to the common public. And the awareness
about the new applications is very rare. This is one of the major problem for the business
people who are introducing the new application. The present study focused on the consumer
awareness and satisfaction level towards the Meesho app.
OBJECTIVES
1. To identify the awareness of the consumer about Meesho app.
2. To determine the factors influencing for choosing Meesho app.

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3. To know the customer satisfaction level with Meesho app.

REVIEW OF LITERATURE
It is essential for a research scholar to do a review on the related literature for his
study to have a comprehensive knowledge about the research . It helps the researcher to take
the initial step of fixing the problem on which the study is to be done. The review of
literature give the researcher, a broader outlook on the background and situation under which
the study has been conducted.
SAMPLING
Sampling probability sampling has been chosen by the research where among 50
selected customers, 20 of them agreed to participate in the survey process. Two employees of
different Meesho companies have been selected by the researcher for the interview process
using non –probability sampling technique . 20 respondents from the Meesho are take for
survey as the number gives highest percent of review and opinions randomly without
considering the personnel feeling and gender basis.
SAMPLING SIZE
Sampling size is known as a technique that used to determine and choosing and
replicates and the numbers from the observations that including in the statistical sample work.
Overall 30 participants had been selected for the research work and among them 20
participated in the survey process . Non-probability sampling techniques for interview has
been followed by the research in order to reduce the deviation in the responses. The
researcher has this sampling technique to select two employees working in meesho
organizations for conducting the interview and gathering qualitative information related to
the research topic. Al the respondents have provide their responses at the same time as each
of them had been provided with the same set of questionnaires at the time of conducting
survey.
DATA COLLECTION
Now that you know what is data collection, let's take a look at the different methods
of data collection. While the phrase “data collection” may sound all high-tech and digital, it
doesn’t necessarily entail things like computers, big data, and the internet. Data collection
could mean a telephone survey, a mail-in comment card, or even some guy with a clipboard
asking passersby some questions. But let’s see if we can sort the different data collection
methods into a semblance of organized categories.
Data collection breaks down into two methods. As a side note, many terms, such as
techniques, methods, and types, are interchangeable and depending on who uses them. One

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source may call data collection techniques “methods,” for instance. But whatever labels we
use, the general concepts and breakdowns apply across the board whether we’re talking about
marketing analysis or a scientific research project.
The two methods are.
1. Primary Data
2. Secondary Data
 Primary
As the name implies, this is original, first-hand data collected by the data researchers.
This process is the initial information gathering step, performed before anyone carries out
any further or related research. Primary data results are highly accurate provided the
researcher collects the information. However, there’s a downside, as first-hand research is
potentially time-consuming and expensive.
 Secondary
Secondary data is second-hand data collected by other parties and already having
undergone statistical analysis. This data is either information that the researcher has tasked
other people to collect or information the researcher has looked up. Simply put, it’s second-
hand information. Although it’s easier and cheaper to obtain than primary information,
secondary information raises concerns regarding accuracy and authenticity. Quantitative data
makes up a majority of secondary data.

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CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

Data has been the buzzword for age now. Either the data being generated from large-scale
enterprises or the data generated from an individual ,each and every aspect of data needs to
be analyzed to benefit yourself from it. But how do we do it well ,that’s where the term ‘Data
Analytics’ comes in. In this blog on ‘what is Data Analytics’ you will get an insight of this
term with a hands on.

DATA ANALYSIS means the ordering, manipulating, and summarizing of data to obtain
answers to research questions. Its purpose is to reduce data to intelligible and interpretable
from so that the relations of research problems can be studied and tested.

INTERPRETATION gives the results of analysis, makes inferences pertinent to the

research relations studied, and draws conclusions about relations.

4.2.1 ANALYSIS OF QUANTITATIVE DATA:

Quantitative data analysis is one of those things that often strikes fear in students. It’s
totally understandable quantitative analysis is a complex topic, full of daunting lingo, like
medians, modes , correlation and regression .Suddenly we’re all wishing we’d paid a little
more attention in math class….

The good news in that while quantitative data analysis is a mammoth topic , gaining a
working understanding of the basic isn’t that hard , even for those of us who avoid
numbers and math. In this post ,we’ll break quantitative analysis down into simple , bite -
size chunks so you approach your research with confidence.

RESEARCH INSTRUMENT:

The different instruments are used to analyzed the data, they are:

 QUESTIONNAIRE
The questionnaire includes multi choice answers to be chosen by the respondents.
 TABLES
This study uses tables respondents the data from the various customers , they are
represented both number of samples and percentage.
 GRAPHS

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The study also employs graphs to represent the data in the table to give better
impression and interpretation of percentage in the table. The graphs used are Bar
graph.

1.What is your age group?

Table-1: Age of the sample respondents

S.NO AGE RESPONDENTS PERCENTAGES

1 18 to 21 06 30%
2 22to25 12 60%
3 26 to30 01 5%
4 31 to 44 01 5%
Total 20 100%

5%5% age
30%
18 to21
22 to25
60%
26 to30
31 to 44

Analysis:

2.What is your gender?

Table-2

S.NO GENDER RESPONDENTS PERCENTAGES

1 Females 12 60%
2 Male 8 40%
Total 20 100%

Chart Title

Females
40%
Male
60%

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Analysis:

3. What promotes you to shop the desired product from Meesho?

Table 3: Factors which impress to shop from MEESHO

S.NO Factor Respondents Percentage

1. Brand 04 20%
2. Price 14 70%
3. Quality 01 5%
TOTAL 20 100%

Chart Title
brand
price
5%5% 20% quantity
design
Analysis:Table-3 service Depicts the Price of
Meesho preferred 70% by the customer. From the
table it is observed that most of the sample
respondents given priority to the price of the for purchase followed by storage by 35 %,
processor by 15 %, and the rest by others. From the above it revealed that, most of users are
selected Samsung mobiles based on its features and least members are selected based on
other features.

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4. How often you purchase products from Meesho?

Table-4 : Often to Purchase Products Meesho

S.NO OPTIONS RESPONDENTS PERCENTAGE

1 Very often 01 05%
2 Often 01 05%
3 Sometimes 14 70%
4 Rarely 04 20%
5 Never 0 0
Total 20 100%

very often
20% 5%5%
often
sometimes
rerely
never
70%

Analysis:Table-4 Depicts the often purchase in Meesho preferred by the customer. From the
table it is observed that most of the sample respondents given priority to the purchasing
sometimes only in the Meesho followed by rarely 20%,often and very often by 5%, From
the above it revealed that, most of users are selected sometimes based on their convenience
and least members are selected often and very often.

5. What is your preferred time for online shopping?

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Table-5 : Preferred time for online shopping

S.NO OPTIONS RESPONDENTS PERCENTAGE

1 Morning 0 0
2 Work hours 0 0
3 Break hours 02 10%
4 Evening 07 35%
5 Night 07 35%
6 Any time 04 20%
Total 20 100%

Analysis:Table-5 Depicits that preferred time by the customers to Meesho. From the table it
is observed that most of the sample respondents given priority to night and evening hours to
shop in Meesho followed by anytime20%,and break hours10%. From the above it revealed
that, most of users are selected night and evening and least members selected work hours and
break hours.

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6.How much time you use internet per day, on an average?

Table-6 : Usage of Internet per day for online shopping

S.NO OPTIONS RESPONDENTS PERCENTAGE

1 Not every day 04 20%
2 Less than 1 hour 01 05%
3 1-2 hours 09 45%
4 2-5 hours 05 25%
5 More than 5 hours 01 05%
Total 20 100%

Chart Title
not every day less than 1 hour
1-2 hours 2-5 hours
5%
25%20% more than 5
5% hours
45%

Analysis:Table-6 Depicts that using of internet per day to shopping in Meesho usage of
internet per day on an average by using customer. From the table it is observed that most of
the pepole1-2hours respondents given priority to the1-2 hours45% only in the Meesho
followed by rarely 20%,often and very often by 5%, From the above it revealed that, most
of users are selected sometimes based on their convenience and least members are selected
often and very often.

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7. How often you purchase online?

Table-7: Prefreed time to purchase products

S.NO OPTIONS RESPONDENT PERCENTSGE

1 Almost every day 01 05%
2 Once in a week 10 50%
3 Once in 6 months 9 45%
Total 20 100%

Chart Title
almost every
day
5% once in a week
45% once in 6
50% months or
more

Analysis: Table-7 Depicts the often purchase in Meesho preferred by the customer. From the
table it is observed that most of the sample respondents given priority to the purchasing once
in a week only in the Meesho followed by once in 6 months45% and almost every day5%.
From the above it revealed that, most of users are selected once in a week based on their
convenience and least members are selected almost.

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8.What are your usual buying patterns of online shopping?

Table-8 : usual buying patterns of online shopping

S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Search offline and 02 10%
buy online
2 Search online and 16 80%
buy online
3 Search online and 2 10%
buy offline
Total 20 100%

Chart Title
search offline and
buy online
10%10% search online and
buy online
search online and
80% buy offline

Analysis: Table8 Depicts that buying patterns of online shopping in Meesho . From the
table it is observed that most of the respondents given priority to the search online and buy
online80% only in the Meesho followed by search offline and buy online and search online
and buy offline 10%. From the above it revealed that, most of users are selected search
offline and buy online and least members are selected search offline and buy online and
search online and buy offline.

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9. What mode of delivery of the product is preferred buy you usually?

Table-9 : Mode of delivery preferred to buy the products

S.NO OPTIONS RESPONDENTS PERCENTAGES

1. At office/institution 01 05%
2 At home 18 90%
3 Through friends 0 0
4 Collect from courier 01 05%
office
Total 20 100%

Chart Title
At office/Insti-
tution
5%5%
At home
Through frriend
Collect from
courier office
90%

Analysis: Table9 Depicts that mode of delivery of the product you is preferred in Meesho .
From the table it is observed that most of the respondents given priority to the at home 90%
only in the Meesho followed by rarely at office/institution .From the collect from courier
office5% above it revealed that, most of users are selected sometimes based on their
convenience and least members are selected at office/institution and collect from courier
office.

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10.How do you make the payments during internet shopping?

Table-10 : Mode of payment preferred for online shopping

S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Credit card/debit 0 0
card
2 Cash on delivery 19 95%
3 Internet banking 0 0
4 E wallets 1 05%
Total 20 100%

Chart Title
credit card/debit Cashon delivery
card
5%
Intenet banking E wallets
95%

Analysis: Table10 Depicts that payments methods you used in internet shopping. From the
table it is observed that most of the respondents given priority to the cash on delivery only in
the Meesho followed by e-wallets5%. From the above it revealed that, most of users are
selected based on their convenience and least members are selected e wallets.

11.How much amount in rupees spent for internet shopping in the last 10 months?

Table-11: Amount Spent for online shopping for the last 10 months

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S.NO OPTIONS RESPONDENTS PERCENTAGES

1 0-100 0 0
2 100-500 07 35%
3 500-2500 09 45%
4 2500-10000 04 20%
5 10000 and more 0 0
Total 20 100%

Chart Title
0-100
100-500
20%
35% 500-2500
2500-10000
10000 and more
45%

Analysis:Table11 Depicts that amount spent in online shopping in the last 10 months
preferred by the customer. From the table it is observed that most of the sample respondents
given priority to the500 to 2500 45% followed by 100 to500 35%, and 2000 to 10000 20 per
cent and the rest by others. From the above it revealed that, most of users are selected
Meesho based on its 500 to 2500 and least members are selected based on other 2500 to
10000.

12.What do you buy more often from Meesho?

Table-12: Type of prodcuts preferred to buy

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S.NO OPTIONS REPONDENTS PERCENTAGES

1 Fashion 17 85%
accessories/clothing/shoes
2 Sports/games equipment 01 05%
3 Books and Magazines 0 0
4 Computer and accessories 0 0
5 Mobile and accessories 2 10%
6 Other
Total 20 100%

Chart Title
fashion acces- sports/ games
sories/shoes equiment
10% books and ac- mobile and ac-
5% cessories cessories
other
85%

Analysis: Table 12 Depicts that products you buy more in Meesho. From the table it is
observed that most of the respondents given priority to the fashion accessories/shoes85%
only in the Meesho followed by mobile and accessories 10% and sports and games 5%.
From the above it revealed that, most of users are selected fashion accessories/shoes and
least members are selected sports.

13.you past experience with online shopping from meesho?

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Table-13 : past experience of the sampe respondents with online shopping from meesho

S.NO OITIONS RESPONDENTS PERCENTAGES

1. Very much satisfied 03 15%
2 Satisfied 13 65%
3 Neutral 03 15%
4 Not satisfied 0 0
5 Not at all satisfied 01 05%
Total 20 100%

Chart Title
very much satisfied
5% 15% saatisfied
15% neutral
not satisfied
not at all satisfied
65%

Analysis: Table 13Depicts that past experience with online shopping from Meesho. From the
table it is observed that most of the respondents given priority to the satisfied 65 per cent
only in the followed by very mush satisfied and not at all satisfied 15per cent From the
above it revealed that, most of users are selected satisfied and least members are selected
neutral.

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14.Have you faced problems in online shopping?

Table-14 : Problems noticed in online shopping

S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Yes 07 35%
2 No 13 65%
Total 20 100%

Chart Title

yes
35% no
65%

Analysis: Table-14Depicts that problem faced in online shopping. From the table it is
observed that most of the respondents given priority to the Yes only in per cent followed
by No35per cent. From the above it revealed that, most of users are selected yes least
members are selected no.

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15.Would you engage in online shopping in the next 3 months?

Table-15 : Interest to buy through online in the next 3 months

S.NO OPTONS RESPONDENTS PERCENTAGES

1 Not definitely 04 20%
2 Not probably 01 05%
3 May or may not 12 60%
4 Probably 1 05%
5 Definitely 1 05%
Total 20 100%

Chart Title
not definitely
not probably
5%5% 21%
may or may not
5% probably
63% definitely

Analysis: Table15 Depicts that online shopping is preferable by users in next 3 month. From
the table it is observed that most of the respondents given priority to the may or may not
63% ,not definitely 21% followed by not definitely 21% , not probably 6% and not definitely
and definitely 5% only in the Meesho. From the above it revealed that, most of users are
selected least members are probably and definitely .

16.What is your reason for online shopping?

Table-16 : reasons for online shopping

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S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Easy payment 5 25%
2 No hidden cost 2 10%
3 Wide range of 2 10%
products
4. Not travel to shop 11 55%
Total 20 100%

Chart Title
easy payment
25% no hidden cost
wide range of
55% product
10%
not travel to shop
10%

Analysis: Table16 Depicts that reasons for buying in Meesho .From the table it is observed
that most of the pepole1-2hours respondents given priority to the not travel to shop55%,easy
payment 25% and wide range of product and no hidden cost10% followed by often by not
travel to shop.55%. From the above it revealed that, most of users are selected sometimes
based on their convenience and least members are selected wide range of product and no
hidden.

17.Do you think online shopping is risky?

Table-17 : Do you feel that online shopping is risky

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S.NO OPTIONS RESPONDENTS PERSENTAGES

1 Strongly disagree 01 05%
2 Disaagree 02 10%
3 Netural 04 20%
4 Agree 13 65%
5 Strongly agree 0 0
Total 20 100%

Chart Title
strongly disagree
5%10% disagree
neutral
20% agree
65% strongly agree

Analysis: Table 17 Depicts that risk faced by customer by using online shopping in Meesho.
From the table it is observed that most of the respondents given priority to agree 65% only
in the Meesho followed by neutral 20%, disagree 10% and strongly disgree5%. From the
above it revealed that, most of users are selected Agree65% and least members are selected
strongly disagree.

18.Do you feel that online shopping easy when you compare with offline shopping?

Table-18 feeling of customers about ease of online shopping than offline shopping

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S.NO OPIONS RESPODENTS PERCENTAGES

1 Strongly disagree 0 0%
2 Disaagree 02 10%
3 Netural 09 45%
4 Agree 09 45%
5 Strongly agree 0 0%
Total 20 100%

Chart Title
strongly disagree
10% disagree
45% neutral
agree
45% strongly agree

Analysis: Table-18 Depicts that comparison shopping of online shopping to offline is easy
to the customer. From the table it is observed that most of the respondents given priority to
the Natural and Agree 45% and Disagree 10% followed by . From the above it revealed that,
most of users are selected sometimes based on their convenience and least members are
selected disagree.

19.Would you recommend online shopping to non-online shopping users?

TABLE-19 : Recommendations to non-online shopping users

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S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Yes 13 65%
2 No 07 35%
Total 20 100%

Chart Title
35%
yes
No

65%

Analysis: Table-19 Depicts that you recommend that online shopping to non-online
shopping users. From the table it is observed that most of the people Yes65%and No 35%
respondents given priority to the only in the Meesho followed by Yes65% and No 35%.
From the above it revealed that, most of users are selected sometimes based on their
convenience and least members are selected No.

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CHAPTER:5
FINDINGS,SUG
GESTION,
CONCLUSION,
REFERENCE

FINDINGS

Findings of simple percentage analysis:

 It is found that Majority 60% of the respondents are Female.

 It is found that Majority 60% of the respondents belongs to the age category of below
22 to 25 years.
 It is found that Majority 85% of the respondents are Unmarried.
 It is found that Majority 50.7% of the consumers are giving impotance to the
Discount as an important factor influenced in online selling.
 It is found that Majority 34.2% of the consemer are giving importance to the schemes
are offers as an important factor influence in online selling.

SUUGESTIONS

 Pepoles are getting awarenes only through than moblie phones. It will not reach more
pople so he awareness should be done in all TV, News papers etc…,
 This Meesho app is fully focus on Home makers it is a good effort but it should reach
all the age group peples.
 Good application keep this achivement and work more to make some new
develpoments in online sellingfield.
 Delivery charge can be reduced.
 Product Quality can be improvedeven more better.

CONCLUSION

On this study we came to know that the awareness about the Meesho app is very among
the people. But the users of Meesho app were very comfortable and they are benefited by the
application . Promotional activates must be improved to increase the users of Meesho app .
Most of the respondents are women so women are becoming an successful entrepreneur so
that our economy also becoming developed . The procedure can be they business easily and
comfortable and they will recommend others to use this application. This study will support

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the Meesho app to change their mistake and improve the users of the Meesho app to earn
more profile.

REFERENCE

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