CUSTOMER SATISFACTION ON ONLINE SHOPPING IN MEESHO

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
then anticipated.
Difference’s between customer and consumer

Customer
1.May, or may not be the end-user of the
product.
2.The purchase of the product.
3.May be a reseller of the product.
4.Monetary transactions are mandatory.
INTRODUCTION:
Consumer
1.End-user of a product.
2.May ,or may not be the purchase of the
product .
3.The user of the product for own use.
4.Monetary transitions are not mandatory.

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.
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 persons 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)

_Philip Kotle

Objectives of customer stasifaction

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 month 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: 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.
Types of customer satisfaction
Here are four levels of customer satisfaction that stand as a testament to glorying customer
success. Know what are they and why are they so important.

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 .On that note ,there are said to be four levels of customer satisfaction that
stand as a testament to glorying customer success .What are they and why are they so
important ,the blog here awaits the answer.

 Meeting customer expectation

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

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 CUSTTOMER 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 foe a longer time.

3.DELIDHITING YOUR COUSTOMERS

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.

Benefits of customer satisfaction

Brands need to understand customer satisfaction benefits before they invest effort and resources in
processes and systems to improve their CSAT 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 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

What are the limitations of C Sat (Customer Satisfaction)

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

maximize their C Sat 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 C Sat research/scores appropriately.

Main limitations of customer satisfaction (CSAT)

 Expected versus delivered value is being measured – CSAT is NOT necessarily a measure of
overall value or quality of the firm and its offerings
 High CSAT scores may be simply a reflection of low expectations of the firm
 High CSAT 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, CSAT
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 CSAT
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).

How to improve customer satisfaction

Here are some ways that you can use to improve customer satisfaction for your brand.

 NPS surveys
Net Promoter Score surveys help analyze customer loyalty and are frequently used regularly in CSAT
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
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 Facebook, 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 touchpoint and turn them

CHAPTER-2:- COMPANY PROFILE

Meesho is a Bangalore-based social e-commerce company founded by IIT Delhi
graduates Vidit Aatrey and Sanjeev Barnwal 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 Facebook, 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 Bengaluru, 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 Barnwal – 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
Valuation $2.1 billion as of October 2021

Total Funding  $515.2 million

Net Revenue INR 306.92 crores 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 Combinator, Shunwei Capital, SAIF Partners, Naspers, Eric

Kwan, Sundeep Madra, Facebook, 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, Knollwood Investment.

Meesho competitors – DealShare, GlowRoad, Shop101, Volusion, Elenas, huboo, Drop, and
StoreHippo.

Contact email – help@meesho.com

Phone number – +91 80617 99600

Read more biographies and success stories of business leaders, celebrities, healthcare
professionals, etc. at Leader Biography.

Suggested Read: Y. S. Chowdary, SP Singh Oberoi

(OR)
Founded In 2015 . 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 , What’sApp 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 Flipcart ,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.

HISTORY

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 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 Messho 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 ,Facebook ,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 ViditAatrey 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.

CHAPTER_3 RESEARCH METHODLOGY

INTRODUCTION

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.

DEFINATION

REEARCH METHODLOGY - 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.

(OR)

 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 are not know to the public. And the awareness about the new applications are very rare.
These is one of major problem for the business people who are introducing the new application
area of the survey is consumer awareness and satisfied towards the Meesho app.

OBJECTIVES

1. To identify the awareness of the consumer about meesho app.

2. To determine the factors influencing to choose meesho app.
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 50
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 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.

CHAPTER-4 :-Data analysis

4.1 INTRODUCTION:
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 analyzied to benefit your self 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.
4.2 ANALYSIS INTERPRETATION OF DATA:
ANALYSIS and INTERPRETATION provide answer to the research questions postulated in
study.
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. Its 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
chuncks so you approach your research with confidence.
1.What is your age group?
Table-1

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%
30%
18 to21
26 to30
60% 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%

Analysis:
3.what promotes you to shop the desired product from Meesho?

Table-3

S.NO OPTIONS Respondents Percentage

1 Brand 04 20%
2 Price 14 70%
3 Quality 01 5%
4 Design 01 5%
5 service 0 0%
Total 20 100%

Chart Title
brand
price
5%5% 20%
quantity
design
service Analysis:Table-3 depicts the Price of
Meesho preferred by the customer. From
70%
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.
4.How often you purchase only?
 Table-4

S.NO OPTIONS RESPONDENTS PERCENTAGE

1 Very often 01 5
2 Often 01 5
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 convinence
and least members are selected often and very often.
5.what is your preferred time for online shopping?

Table-5

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

Chart Title
Analysis: Table-5depicitsthat
morning preferredtime by the
20% 10% work hours customers to meesho. From
the table break hours it is observed that most of the
evening
sample 35% night
respondents given priority to
35% anytime
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 eveningand least
members selected work hours and break hours.
6.How much time you use internet per day ,on an average?

Table-6

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
5% 20% less than 1 hour
25% 1-2 hours
5%
2-5 hours
more than 5 hours
45%

Analysis:Table-6 depicts that using of internet per day to shopping inMeesho 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 convinence and least members are selected
often and very often.
7. How often you purchase online?

Table-7

S.NO OPTIONS RESPONDENT PERCENTSGE

1 Almost every day 01 5
2 Once in a week 10 50
3 Once in 6 months 9 45
Total 20 100
 Chart Title

5% almost every day

once in a week
45%
once in 6 months or more
50%

Analysis: Table-7depicts 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
convinence and least members are selected almost.

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

Table-8

S.NO OPTIONS RESPONDENTS PERCENTAGES

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

Chart Title

10% 10%
search offline and buy online
search online and buy online
search online and buy offline

80%

Analysis: Table-8depicts 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.
9. What mode of delivery of the product is preferred buy you usually?

Table-9

S.NO OPTIONS RESPONDENTS PERCENTAGES

1. At office/institution 01 5
2 At home 18 90
3 Through friends 0 0
4 Collect from courier 01 5
office
Total 20 100

Chart Title

5%5% At office/Institution
At home
Through frriend
Collect from courier office

90%

Analysis:Table-9depicts 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
convinence and least members are selected at office/institution and collect from courier
office.
10.How do you make the payments during internet shopping?

Table-10

S.NO OPTIONS RESPONDENTS PERCENTAGES

1 Credit card/debit card 0 0
2 Cash on delivery 19 95
3 Internet banking 0 0
4 E wallets 1 5
Total 20 100
 Chart Title

5% credit card/debit card

Cashon delivery
Intenet banking
E wallets

95%

Analysis:Table-10depicts that payments methods you used in internet shopping. From the
table it is observed that most of therespondents 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 convinence and least members are selected e wallets.

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

Table-11

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
20% 100-500
35% 500-2500
2500-10000
10000 and more
45%

Analysis:Table-11depicts that amountspent in online shopping in the last 10 months

preferredby 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%
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

S.NO OPTIONS REPONDENTS PERCENTAGES

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

Chart Title

10% fashion accessories/shoes

5% sports/ games equiment
books and accessories
mobile and accessories
other
85%

Analysis: Table-12depicts 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?

Table-13

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 5
Total 20 100
 Chart Title
very much satisfied
5% saatisfied
15% 15% neutral
not satisfied
not at all satisfied
65%

Analysis: Table-13 depicts 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% only in
the followed by very mush satisfied and not at all satisfied 15% From the above it revealed
that, most of users are selected satisfied and least members are selected neutal.

14.Have you faced problems in online shopping?

Table-14

S.NO OPTIONS RESPONDENT PERCENTAGES

S
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 65% followed by No35%.
From the above it revealed that, most of users are selected yes least members are selected no.
15.Would you engage in online shopping in the next 3 months?

Table-15

S.NO OPTONS RESPONDENTS PERCENTAGES

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

Chart Title

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

Analysis: Table-15depicts that online shopping is preferable by users in nexx 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 0nline shopping?

Table-16

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 product
55% 10% not travel to shop
10%
Analysis: Table-16depicts that reasons for buying in meesho .From the table it is observed that
most of the pepole1-2hours respondents given priority to thenot 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 convinence and least members are selected wide range of product and no
hidden.
17.Do you think online shopping is risky?

Table-17

S.NO OPTIONS RESPONDENTS PERSENTAGES

1 Strongly disagree 01 5
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 whn youcom mpare with offline shopping?

Table-18

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
neutral
45%
agree
45% strongly agree

Analysis: Table-18depicts 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

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.
 CHAPTER-5:- FINDINGS,SUGGESTION, 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 the meesho app to
change their mistake and improve the users of the meesho app to earn more profile.
REFERENCE