Sabu R Final

A Report on
“Billing for Bharath: A study on Billing preferences of Indians”

Internship at TVS – ELECTRONICS Ltd.
BY
ABDUS SABUR
PES1PG21MB002
Submitted to
PES UNIVERSITY, Bengaluru

In partial fulfilment of the requirements for the award of the degree
MASTER OF BUSINESS ADMINISTRATION
Under the guidance of
INTERNAL GUIDE EXTERNAL GUIDE

Prof. BRIJESH SINGH Mr. SANJEEV. POL
Associate Professor Solutions Head
PES University TVS- Electronics
MBA Program (Batch:2021-2023 )

PES University
100 Feet Ring Road,
BSK III Stage Bangalore - 560 085
CERTIFICATE
This is to certify that Mr. ABDUS SABUR bearing SRN:PES1PG21MB002,

is a bonafide student of Master of Business Administration of the PES
University Batch:2020-2022, Bangalore.
We confirm that Internship report submitted based on the work undertaken at

TVS –ELECTRONICS Ltd is authored by him under the guidance of Prof.
BRIJESH SINGH in partial fulfillment of the requirement for the award of
Master of Business Administration degree from PES University, Bangalore
Karnataka.
Prof. Brijesh Singh Dr Shailashree Haridas

Associate Professor Dean,
Department of Management Studies FOMC
Signature Signature
DECLARATION
I, ABDUS SABUR, hereby declare that the Internship report with reference to “TVS-
ELECTRONICS Ltd” is prepared by me under the guidance of Prof. BRIJESH SINGH of
M.B.A Department, PESU and external assistance by Mr.SANJEEV.POL,
TVS-ELECTRONICS
I also declare that this Internship work is towards the partial fulfilment of the University
regulations for the award of degree of Master of Business Administration by PES
University. I further declare that this Internship report is based on the original study
undertaken by me after undergoing a internship for a period of 16 weeks from 21-02-2023
to 12-06-2023 and has not been submitted for the award of any degree/diploma from any
other University/Institution.
Date: Signature of Student

EVALUATION OF REPORT
ISA
Name of the Internal Guide:
Signature with Date:
Name of the Internal Examiner:
ESA
1. Name of Internal Examiner:
2.Name of External Examiner:
Affiliation:

ACKNOWLEDGEMENTS
The successful completion of this project would not be complete without mentioning the
people who made it possible and whose constant guidance and encouragement made this
project possible. First of all, I would like to express my thanks to my college, PES University.
I express my sincere gratitude to Mr. Khushveer Singh, Product manager, TVS Electronics
Ltd and Mr. Sanjeev Pol, Solution Head, TVS Ltd for providing an opportunity to take up the
project and for constantly guiding me during the duration of this project. My
acknowledgement would be incomplete without mentioning the great support and
guidance provided by my guide Mr. Brijesh Singh Professor, Department of MBA, PES
University for providing his guidance and a direction in which this study could move
forward in and for sanctioning the formalities required to carry on the study.
EXECUTIVE SUMMARY
The study aims to understand billing habits of retail customers residing in the metro city of
Bangalore, India. The specific focus of this study is around digital billing and preference for
such digital bills. The study is being conducted while recognizing increased adoption of
technology and digitization In the retail space. It is essential for retailers to adapt their
practices in terms of billing to meet the customers expectation. Hence, The study aims to
address limited availability of literature in the field of billing habits and preferences. The
study aims to offer insights and recommendations in terms of billing practices to effectively
cater to the customers needs. There is a limitation on secondary research and data that is
specific to billing habits of Indians. This makes the study deeply reliant on primary data that
is acquired through questionnaires that are circulated and recorded first hand by the
researcher. The study is also prone to generalizability due to limited demographics being
included in the study which could result in inadequate representation of Bangalore's
population. The study does not include the retailer's perspective and is solely reliant and
focused on responses from the end customer. This could limit the depth and understanding
of the factors that play out in terms of billing practice and its adoption. This could also
exclude the barriers a retailer faces to employ digital billing solutions.
The study is primarily focused on understanding billing demand from the end consumer
and their preferences towards the type of billing. This study will act as a strong base to
judge whether the consumer is actually looking for a certain type of billing. If so, The
reasons for such preference would be explored in order to get a clear picture of factors and
variables that drive this preference. The study has included critical insights about the billing
habits of Indians and the preferences. The study considers various variables that could be
responsible for such consumer preferences. The paper also explores various demographic
Factors such as level of education, gender, marital status. It also incorporates behavioural
aspects such as frequency at which a customer shops for groceries and FMCG items, along
with the frequency to request for an invoice/ bill.
The study considers a total of 309 respondents that are from Bangalore with a varied set of
demographics. Customers intent to receive promotional updates on their cell phone are
also assessed Along with exploring their perception about security of their personal
information when they share their Details with the retailer. The study also explores various
reasons as to why a particular consumer typically asks for a bill. Additionally, the
respondents also provide their top reasons to prefer digital bills over physical handwritten
bills. The limitations of the study are lack of adequate secondary research and complete
focus on consumers while omitting the retailer's perspective hence further study in this
area is suggested.
Table of Contents
Chapter No CONTENTS Page No
Introduction
1. Background of the topic.
2. Need/importance of the topic
Chapter1 3. Theoretical implication of the topic 01-10

4. Recent Trends
5. Company profile
Chapter2 Review of Literature 11-20

Research Design
1. Statement of the problem
2. Need of the study
3. Objectives of the study
4. Limitations of the study
5. Research Methodology
 Sample design
i.Target population
Chapter3 21-25
ii.Sample size
iii.Sampling unit
iv.Sampling
method
 Primary data
 Method of data collection
 Data analysis techniques
Chapter4 Results of Data analysis and Interpretation 26-44
Chapter5 Summary of Findings 45-46
Chapter6 Conclusion 47
Chapter7 Suggestions and Recommendations 48

Bibliography
X-XII
Questionnaire
ANNEXURE XIII-XV
Weekly progress
XVI
reports
List of Figures
Figure Page No
Description
No
1 Organizational structure of TVS-E 10
4.1 Age of Respondents 26
4.2 Education of Respondents 26
4.3 Gender of Respondents 27
4.4 Marital status of Respondents 27
4.5 Household income of Respondents 28
4.6 Frequency of shopping 28
4.7 Price Respondents ask for a bill 29
4.8 Frequency to ask for a bill 29
4.9 Reasons Respondents ask for a bill 30
4.10 Reasons Respondents would switch to digital billing 31
4.11 Respondents preferred mode of billing 31
4.12 Intent to receive promotional updates on Phone 32
4.13 Response on Typically asking for a bill 33
4.14 Response on digital bill preference 33
4.15 Response on warranty feature of billing 34
4.16 Response on using bills to keep track of expenses 34
4.17 Response on proof of purchase feature 35
4.18 Response on convenience of digital bills 35
4.19 Response on recommending digital retailers 36
4.20 Response on digital retailer reliability 36
4.21 Response on digital retailer efficiency 37
4.22 Response on security concerns about personal data 37

List of Tables
Pg
Table No Description
No
1 Cronbach’s Alpha Reliability Testing 38
2 ANOVA Table 38
3 Model Summary Regression 39
4 Coefficient Table 39
5 ANOVA Descriptive 1 41
6 ANOVA table 1 42
7 Multiple comparisons Table 42
9 Multiple comparisons Table 44
A Report on Internship at TVS-Electronics
Chapter 1: Introduction
Trade is believed to have existed in India right from 600 BC, Involving export of Metals,
spices and textiles to all major parts of the world. India which back then was dubbed the
Golden Eagle and was also a major player in Gold trade. A lot has changed since then and we
have seen different ways in which business is carried out. From Local retail to E-commerce
the landscape of India retail is constantly shifting. Indian retail in itself is quite diverse
ranging from organised retail players such as Reliance, Dmart, Shoppers stop, etc to millions
of local mom and pop stores. At the organised retail front we often see a lot of digitization
taking place from simple handheld touch POS systems for accepting payments to Full blown
POS terminals that can perform multiple functions such as Billing, Inventory
management,Payment tracking, Online payment Gateways, Dynamic QR codes etc. However
at the local retail storefront we see moderate to nil Technology adoption,Most retailers tend
to follow old practices of physically writing a handwritten ‘Kaccha’ bill, Which in layman's
language means a bill which is not officially accepted or recognised but fulfils the basic
purpose of Reconciling the price an individual has paid to purchase the goods. The number
for registered retailers stands at 13 million in India while most experts believe this number
to be quite higher due to most retailers not registering themselves and their business. The
actual number of retailers can go up to at least 30 million( 3 Crore) which is not far fetched
for a country with a population of 140 Crores.
The total number of retail grocery retailers stood at about 1.24 Crores in 2013 and has
grown to 1.3 crores by 2022 out of these 1.3 crore only a handful namely 10% of these are
believed to be Digitised meaning they have a QR code installed in their outlet, Which means
there is a store pool of around 1.17 crore that are untouched by technology whatsoever.
These are stores arising out of tier 2 and below where even organisations like Paytm,
Phonepe and Bharatpe have failed to conquer. These unorganised retailers include street
vendors, Local sellers, Independent stores etc. However untouched by technology and
digitisation this is the dominant portion in the Indian markets. The characteristics of these
stores and informal billing and transactions, Small level of operations, Limited infrastructure
and subdued opportunity to grow. These unorganised businesses are often run by family
members who take on multiple roles to operate the business.
MBA Program, PES University Page 1 of 48

An Indian store typically has 2-3 people where one Individual sits on the counter performing
tasks such as Billing, Payment collection, Procurement, Bookkeeping etc while the other
employee takes care of the operations like Taking Orders, Packing groceries, Delivery etc.
While the offerings and customers for both organised and unorganised markets are same,
The dynamics of both industries are completely different. In recent times Greater Economic
growth, Rising levels on disposable income, Increased urbanisation,Changing demographics
of end customer and a shift in lifestyle choices has boosted the organised sector significantly
as these individuals tend to shop through the organised channel while increased usage of
data and Mobile phones has led them to including shopping through E- commerce as a
viable option as well this is posing as a grave threat to the existing way trade is carried out in
India through the brick and mortar route.
There have been significant strides made by the Indian government both on the policy and
regulation front for healthy competition. Introducing the foreign direct investment(FDI) in
retail sector was one move by the government aimed at promoting the sector as a whole
where foreign players could invest in Indian companies up to a specified percentage.This
policy change has prompted giants like Walmart to Enter Indian markets which has in turn
promoting development of Indian retail market.
Despite the opportunities there are major challenges looming in the background such as
Increased Price sensitivity of customers, Complex regulations, Unfair trade practices, Intense
Competition and Price wars etc. There has also been push backs from trade bodies against
Organised retail and E-commerce as these entities offer big discounts during their sale’s and
this affects the industry as a whole hence there have been varios litigations and court cases
registered against these firms by the retail bodies to safeguard their interest.
Despite being the backbone of trade and business of the Indian economy Unorganised retail
is left rattled with deep discounts and sales that are offered by Big organisations as it is
impossible for a local retailer to compete on the basis of price with a big corporation.
However these retailers wield one advantage which is very difficult to break into by big retail
chains, The advantage of distribution and proximity from the customer as we have often
seen grocery shopping is done at one’s convenience and usually people aren't planning to go
beyond a Kilometre to get their goods for their daily needs, This advantage is translated into
a benefit for the customer in the form of saved time, Energy and Effort as he buys these
items in the local store whichever is the closest to his/her house. This also eliminates long
queue and wait times as the process is a lot quicker and efficient in a local retail store, There
is also an added benefit of buying goods on credit in some cases if you have a good relation
with the local retailer which is impossible in the case of Organised retail, Studies such as Jay
rajput (2016) have shown how most of a local retailers business runs on credit and how a
significant share of his customers are people who buy groceries on credit and payback
monthly.
Despite the challenges faced by the unorganised sector it continues to grow and thrive due
to long standing relationships with the customer, Store proximity and availability of credit
however these same principles are being challenged due to change of psychographic,
demographic and behavioural characteristics of Indian customers. Hence it is necessary for
these retail stores to itdentify variables and changes that are essential for them to sustain
their business in a digitised world. With more than half of the Indian population below the
Age of 35, We are about to witness elevated levels of consumption and spending and hence
it is important for local retailers to secure a good spot in this realm of digitised economy.
1.2 Theoretical implication of the topic.

The theoretical implication of a study based on digital billing has multiple implications
ranging from understanding Consumer behaviour, Preference, The influence of culture,
Current state of technology adoption, Customer loyalty and Satisfaction levels to Future
trends and innovation in the retail space.
Consumer Behaviour : To gain considerable insight into consumer behaviour with respect to
Retail billing habits. The paper includes frequency of shopping which gives us the shopping
patterns of customers in the form of Weekly, Monthly, Quarterly and Half yearly
breakdowns. It includes frequency of asking for bills along with Ticket size at which they
typically tend to ask for a bill. The frequency of asking for bills sheds light on implication and

use case for billing solutions and other POS devices. The ticket size gives us insight into the
type of retailer who would require a billing solution. If the seller's ticket size matches that of
the customer.It simply means the end customer will in turn end up asking him for a printed
or a digital bill at some point of time.
Technology adoption
The adoption of technology is happening all around us and there are instances when we
perceive a business that is tech driven to be superior and efficient in comparison to a
standalone mom and pop store. Hence the paper also outlines the end customers
perception about retailers that are driven by technology and how they view them which
could be either superior, Inferior or same. Factors such as Trust , Security, Barrier to adoption
of technology can further be built and explored on existing work.
Customer preference
The paper explores the preference an Indian end retail customer has for billing
requirements, This also forms the dependent variable of the study and tries to investigate
different reasons for a customer to prefer digital billing instead of physical billing. The
implications are to understand the need derived from preference. If there is no preference
for a digital billing solution there will typically not give rise to a Need for one, With the
exception of Unsought products where the need can exist without the preference for it.
Psychographic factors
The paper investigates the core variables that are responsible for people being prompted to
ask for a bill. These could be simple needs such as keeping a track of your expenses, Proof of
purchase, To claim warranty etc. Psychographic preference for digital bills in comparison to
physical bills is also mentioned which tells us when a user could switch from physical bills to
digital bills and the factors that are responsible for that switch
Promotional strategies

Customer referrals
The study also focuses on whether a customer will refer a store or business that is digitised
to his family and friends, This can be extracted along with his experience and perception
about billing solution as a whole, This can be used by researchers to further explore
possibilities of unearthing factors that are responsible for referrals and store suggestions as
a whole which could include variables such as Store appearance, Technology adoption, Staff
behaviour etc
Trust and Security

This study highlights customers' perception with regards to security of their personnel
information and how it is used. It also sheds light on their concerns or comforts when they
are giving out their personal information. It also gives us valuable insights as to whether a
retailer that gives out a digital bill is associated as reliable and trustworthy.
Customer Segmentation
Due to the data being collected on a varied set of sample that encompasses people from
different demographics such as Age, Gender, Education, Occupation, Income etc This gives
us an opportunity to explore different segments of people and various personas that can
exist in the retail industry this data coupled along with behavioural data will indicate
frequency of shopping for each demographic along with their average retail spends.
Promotional strategies
The results from this study will help shape promotional strategies through Email, SMS and
Whatsapp as this sheds light on users preference for such services. It will allow organisations
to understand the viability of sending promotional updates through the above-mentioned
mediums and whether the customer wants a retailer to ping him for promotional updates in
the first place. The data can also be used to study which set of demographics are
comfortable to receive such updates.

1.3 Need/importance of the topic.

When a farmer grows Wheat or Rice and then sells it to a trader, Who in turn sells it to the
End Customer. In the following example if there is a Non Existent need from the customers
end then it is not logical for the Farmer to even grow Wheat or Rice as there is no
Consumption or need in the End. Similarly as the retail industry is moving towards
digitisation with rapid adoption of technology it is necessary to view things from the end
customer perspective and make choices accordingly as every business will have unique
needs and not all businesses should rush to automate and digitise unless it improves their
business in some way.
The explored topic is important as it is useful in designing future Technologies, Softwares

and Solutions around the retail space. These technologies and solutions that aim to improve
efficiency and productivity of a business come at a cost and are created by pouring in heavy
amounts of investments and this topic will explore whether the end customer is looking for
these types of solutions. This study will also help identify the demographics of individuals
that prefer digital solutions so that these can be tailored and pushed to such circles only.
Due to a change in preference, Individuals have begun shopping at organised stores and this
study will help determine whether a local retailer that adopts technology and digitises its
operations will be preferred by such consumers. It will also allow these firms to compete in
the organised space by being equally reliable and formalised.
Retail technology is a big sector with billions of dollars being poured into it. There have been
instances where people are being given out loans out of their business history Records.
These loans are being given out by banks and payment providers. Who have all the
transaction histories of these businesses. Such retail technologies will also help firms offer
credit services to underserved businesses simply by looking at their business track record.
Once a big chunk of the Retail sector is formalised it will be a level playing field for all. The
data regarding bill preference will also help governments and regulators to tailor policies
around billing which could be in the form of making digital bill printing mandatory beyond a

certain price to keep track of these transactions. Such policy changes will also be helpful in
portraying the country as transparent and ethical which ultimately promotes higher
investments and exports
This paper can also be used by shop owners and retailers to understand customer
Demographics, Psychographics and Behavioural characteristics of their customers, Which
can also be used to create personas in order to provide custom service to different
customers.They can also understand the perception the customer has towards billing and
his/her preference towards different types of billing.
1.4 Recent trends related to the topic

UPI(Unified payment Interface) -Which is a real time payment system which was developed
and introduced by NPCI is Unarguably the biggest trend in this space which has dwarfed
every other payment method in just a span of 7 years with a 66% share of total transaction
by value in India and a 44% share of transaction volume. UPI has an average ticket size of
₹2400.The reason behind mass adoption has been the Simplicity, Interoperability and Ease
of use. A user can simply link his bank account to a VPA (virtual private address) which can
be a string of text or a QR code and others can enter this string of text or scan the QR code
to send money Remotely with their phones in real time. The adoption has been in the space
of Shopping Payment, Bill Payment, Money transfer etc.
POS Devices/Terminals - There has been a sharp uptick in adoption of POS devices driven by
Technological advancements, Higher credit card usage, Growing disposable incomes and
changing customer behaviour, POS devices that typically facilitate credit card transactions
still hold the mantle high for highest average ticket size at ₹4700 and the average ticket size
for debit card is ₹2000 which is also facilitated by POS devices. PoS (point of sale) is an
electronic device available at a few merchant stores to facilitate non cash transactions. The
use of POS is often linked to Benefits that consumers avail when they shop with their cards
these benefits can be in the form of Cashbacks, Rewards, Discounts, Coupons and Vouchers

Sound Boxes - These are payment verification devices setup by Payment and Mobile Wallet
players such as Phonepe, Paytm and BharatPe, These devices can be set up by paying a one
time installation fee and a minimal subscription fee every month. These electronic devices
come with rechargeable batteries and provide voice prompts and verification for payments
that are received. Once a customer pays you through his mobile wallet or bank account by
scanning the QR code the sound box which is connected to the internet verifies the payment
and provides a vocal prompt confirming the payment.
QR codes - one common thing apart from goods that you can expect to see in every indian
store is a QR code either by Phonepe, BharatPe or Paytm, These allow you to pay the
merchant directly from your bank account or Mobile wallet in real time.
The adoption of QR has been very significant as they come at a cost close to 0. UPI is the
technology behind the payments that are made from bank to bank and wallets come into
picture when your paying from paytm to paytm or phonepe to phonepe which is settledin
real time as well.
ERP/Billing software -There are a wide variety of software solutions available that cater to
specific industries for example there is, Petpooja that deploys software solutions for
restaurants and kitchens managing the entire operations of an enterprise. While software
such as Tally and Eazy ERP allow any type of business to Maintain their books, Manage
inventory, Billing etc. In the retail space we have software such as Snapbizz and Tvs-E pay for
billing related to retail outlets.

1.5 Company profile

TVS-E is a multinational company, it has headquarters in Chennai, it is part of conglomerate
TVS group and was founded in 1986. They are specialized in hardware and are market
leaders with many of their products, recently they have started focusing on the software and
are working on coming up with comprehensive POS solutions for retailers. The company has
its presence in over 50 countries with various of its products and has plans to grow further.
Nature of business
TVS electronics has a diversified electronics product with them, their main products being, IT
peripherals, POS system, Surveillance solutions and other services
Area Of operations
TVS electronics has a good presence in the Indian market and also in 50 other countries,
they have a large distributor network of over 1000 distributors and dealers all over the
country and abroad. They are also market leaders in many of their products like cctv camera,
keyword, QR code scanners and other products.
Competitors
Their main competitors of TVS electronics are Canon, Brother, Zebra, Panasonic and Epson.
The international competitors are Hewlett-Packard, Dell, Lenovo, Acer and Samsung.
Organisational structure
Privately owned TVS Electronics has a flat organisational structure. IT Peripherals, POS
Systems, Surveillance Solutions, and Other Products and Services make up the company's
four business divisions. And below is the organization structure of the solution department.

Fig 1 Organizational Structure for TVS-E Ltd

Chapter 2 Literature Review

1. Alfonso Valdez Cervantes, Ana Franco(2020)
The core examination is towards the attitude of the consumer And how it is shaped when
interactive technologies in the retail environment are involved. The study indicates that
consumers are welcoming of change and have a positive attitude whenever they see new
technologies being implemented in the retail space. There is a significant difference between
positive attitudes between younger and older consumers. While younger consumers are
more adaptive and welcoming towards change all consumers also have shown a mildly
positive attitude. Further the paper also outlines that the positive attitude consumers
carried with change in technologies was because they were intending to use the technology
and making their lives simpler.
The key takeaways of this study are, Younger population tends to be more positive about
change in retailing and overall implementation of technology in the retail space. Consumers
showed a positive intent as long as the technology that was being implemented was
affecting their lives to make it more simpler and efficient. The respondents were not very
eager and interested in technologies that made the life of the retailer simpler but only the
ones where they were a direct recipient of the benefits. The research also suggested that
retailers should implement these technologies in order to retain and get more customers
2. Marianne Crowe , Marc Rysman and Joanna Stavins(2010)

The author investigates the level of impact a mobile point of sale can have on small and
medium businesses and the overall operations of that business. The study which was
conducted on 256 respondents clearly showcased that small businesses that implemented
and adopted mobile POS systems significantly increased their operational efficiency along
with an increase in overall customer satisfaction. The implementation of MPoS also allowed
them to streamline .The checkout process resulted in reduced wait times.
Key takeaways are adoption of mobile point of sale solutions will help in overall added
benefit to the retailer. There is increased operational efficiency in the business while there is
also an improvement in customer satisfaction.
The study focused on mainly small businesses and has provided the conclusion that mobile
point of sales solution will be the best option viable for these retailers. The biggest benefit

that they extract out of it is to streamline their checkout process with increased efficiency
and reduced wait times. The overall impact is positive for the small retailers as they can give
their customers an enhanced satisfaction level and also improve their efficiency in their
operations.
3. Christian Meske & Stefan Stieglitz (2013)

This paper explores social media and its impact on the performance of a business which is
small and medium sized. The study shows the positive impact adoption of social media has
on the performance of a business. The biggest advantage of implementing social media is it
improves customer engagement and better customer relationships. Social media can also act
as a tool to reach new potential customers ultimately resulting in an expanded market reach.
The research paper outlines the overall positives that social media implementation has in
reaching out to more customers and retaining your existing ones. In order to promote
overall business success.
The study found that social media implementation can have a positive impact on the overall
performance for the small and medium sized enterprises. The impact can be seen in the
form of improved customer engagement all while enhancing existing customer relationships
and building new ones through additional reach that you can avail through social media
usage. The research Implies and promotes that social media should be used extensively in
order to market your products and services in order to maintain existing clients and to reach
out to new ones this helps in overall business performance. And small and medium
enterprises can leverage this particular revenue in order to improve customer engagement
and reach.
4. Keng Siau, Keng Siau, & Zixing Shen (2001)

The study investigates how mobile commerce has had an impact on small businesses and
their overall competitiveness. The study indicates how mobile commerce and its adoption
into your business processes will help a small business improve their overall competitiveness
with increased customer satisfaction that leads to increase in sales. The core benefits of
implementing mobile commerce is that you get to improve your product offerings and
streamline your overall operations. It also promotes expanding your reach to new customers
by advertisements. The research suggests that more than 40% of individuals like to see their
retailer have the availability of mobile commerce.

The study which was based out of China suggests that in order to improve the overall
competitiveness of a small business they have to adapt to mobile commerce technologies.
The use of this technology can help in overall customer satisfaction. It will also aid in
increasing your sales while enabling the business to reach out to new customers. You can
also streamline your businesses in many ways by categorising your products into one
solution. The study suggests businesses should adopt and leverage the benefits that arise
out of mobile commerce technology in order to stay competitive and have an edge in the
market.
5. Vittoria Marino (2019)

This study showcases that instant messaging apps can be relied upon to act as an efficient
way to facilitate communication between the retailer and consumer. The biggest benefit of
using instant messaging apps is that the message that is being sent to the customer from the
retailer can be customised and personalised with respect to the customer and helps him
provide efficient customer service. The author has taken into consideration apps like
WhatsApp and Facebook Messenger which can help retailers create better customer
experiences all while they build a stronger relationship with their clients or customers.
The study was conducted specifically for the use case of fashion retail and included apps like
WhatsApp and Facebook Messenger the study outlines the benefits that a business can avail
through using such applications which helps in overall enhanced communication between
their customers and business owners. The research is in favour of using messaging apps as it
helps in improving customer experience while providing personalised and efficient content
and messaging. Although the author has claimed that there is scope for further research in
this regard in order to understand the complete impact of messaging apps on the retail
industry.
6. Dev Narayan Sarkar , Kaushik Kundu (2016)

The paper explores how unorganised retail impacts the rural development of India. The
author tries to analyse how unorganised retail is associated with income and employment of
rural and urban India. The study is based on data collected from 500 households from four
different districts in Uttar Pradesh. The paper outlines how unorganised retail is a major
contributor in overall economic growth of rural India. The paper outlines how a large
number of the population, especially women, are directly responsible for creating small
businesses for the nation. The study showcases how small businesses participate in local
produce promoting their individual products and generating income for their district or
state.
7. Gupta Himanshu, Dubey Neetu and Patani Pawan(2012)

The study is based out of the India where the author Takes a survey of 50 companies and
uses SPSS software and the final conclusions are there is a high level of customer preference
towards organised retail, people generally tend to spend more at organised retail source and
the major purpose for visiting shopping mall is to do window shopping but organised retail
has failed to attract high amounts of customers when it comes to grocery shopping and daily
essential needs shopping and with over 38% of respondents still going to their local kirana
store in order to purchase their groceries and daily essentials.
8. Arpita Khare(2012)
The paper highlights the transformation technology is bringing in the overall retail industry.
The paper classified technologies according to the impact they have had in the COVID-19
period A variety of different frameworks have been presented in order to assess the impact
technology has had on retailing. There have been many core drivers of adoption of this
technology in a rapid phase and those drivers have been outlined. The adoption of
technology has taken it all the fronts and all the contributors have paid significant patronage
from shoppers to retailers and employers to suppliers. New ways of business such as gig
economy immersive experience store pop up store etc have been outlined as the future of
retail. High tech technologies for the future such as Pi G, air, VR, IOT and drones are outlined
and their benefits and advantages that can be extracted out of are mentioned.
9. R. Seranmadevia and A. Senthil Kumar(2019)

The objectives of the researcher in this study have to analyse the factors that are
contributing to the use of artificial intelligence in the offline and online space. The author
also evaluates the level of contribution the quality and customer relationship management
along with big data could have on designing a retail model that is futuristic in nature please
stop the intentions of shoppers and their experience with the emergence of AI in their
shopping experience is analysed. The researcher outlines a sample size of 610 shoppers from
different capital regions of the southern part of India. The data is from 2018 and descriptive
research design was used to measure the intentions of shoppers and their opinion about AI
in the Indian retail sector. The author differentiates and groups use cases of AI online and
offline separately. The author tests various hypotheses and tries to assess the impact of the
retailer's intention to include AI in their retailing process in order to hit levels of customer
delight. Technologies such as voice recognition, augmented reality, customised billing,
customer assistant, product comparison, cross selling, upselling etcetera that all use AI
algorithms are included in the questionnaire and various hypothesis such as no influence of
quality on retail intention, influence of quality on customer delight, influence of big data on
customer delight we were all tested and all the null hypotheses were rejected.
10. Dahiya Richa(2012)

The paper captures a total of 598 responses from different metro cities like Delhi Mumbai
Chennai Bangalore and Hyderabad. The sample consists of people who have already done
online shopping and only people who have used their credit cards have been a part of the
sample. The author also creates a criteria for selecting people who have at least a
graduation degree. The author identifies different categories like airline, train reservation.
Banking and financial services, books and magazines, software hardware purchases, dress
and apparels. The research captures data in the form of both continuous and Discrete scale.
And present it in the form of an ANOVA table. The study is based on a study of
demographics and includes factors such as age, gender, marital status, the size of the family
and income of the family. The study can be taken further in similar areas. The study with
regards to online shopping was conducted in order to quantify the demand and the most
sold products and services online. The research clearly outlines that apparel is the least sold
category online while flight tickets and banking services are the most purchased products
only.
11. Rajesh Kumar, Vagish Mishra and Somraj Saha(2019)

The paper covers both actively used and past payment methods that were used in the retail
industry. Historical data with respect to point of sale machines, ATM, mobile banking
Along with RTGS digital clearing / electronic clearing, card payment alongside each other
the paper also covers use of mobile wallets and mobile banking. The author outlines the
factors that have influenced such shifts in the payment industry as well as the finance
industry. A few of those key factors are demonetization, change in infrastructure, evolution
of mobile and Internet technology ETC The paper also mentions technologies like NFC, RFID
aadhaar based payment solution ETC. The entire business model including telecom
regulators and financial regulators is mentioned that all act as touch points to facilitate
mobile payments. The paper also outlines the opportunities present in the payment space.
Overall expense with respect to indirect costs that are incurred by banks, post office and
cash Courier that are used in remittance services is mentioned the paper ends in a
favourable context with respect to steps that have been taken in the Indian financial space
to promote greater inclusivity and adoption of financial payments.
12. Sujo Thomas & Tanmay Varia(2018)

The subject area the people focus on is marketing, retail management and service
marketing. The paper outlines examples from developed nations like America. It outlines
how American companies like Amazon, Neiman Marcus, Under Armour, laureal,
Harley-Davidson, Asus etc Of leveraging artificial intelligence in some way by leveraging
machine learning, computer vision and smart robotics to cater to their customers in a more
futuristic and tech enabled way the paper also outlines dialogue about artificial general
intelligence the paper assesses if India will be able to capitalise and integrate artificial
intelligence in order to build and around artificial intelligence for adoption across the scale
the study also outlines various opportunities and challenges with respect to the Indian
market in implementing artificial intelligence in the future which will prove as a net positive.
13. Venkatesh Shankar , Tom Douglass, John Hennessey, Kirthi Kalyanam, Pankaj
Setia,Alireza Golmohammadi, Seshadri Tirunillai, J.S. Bull, Rand
Waddoups(2020)
The paper highlights the transformation technology is bringing in the overall retail industry.
The paper classified technologies according to the impact they have had in the COVID-19
period A variety of different frameworks have been presented in order to assess the impact
technology has had on retailing. There have been many core drivers of adoption of this
technology in a rapid phase and those drivers have been outlined. The adoption of
technology has taken it all the fronts and all the contributors have paid significant patronage
from shoppers to retailers and employers to suppliers. New ways of business such as gig
economy immersive experience store pop up store etc have been outlined as the future of
retail. High tech technologies for the future such as Pi G, air, VR, IOT and drones are outlined
and their benefits and advantages that can be extracted out of are mentioned.
14. Mary Hilston Keener(2013)

This paper is relevant to billing for bharat as the authors have try to use discriminant analysis
and I’ve taken historical data for companies which have failed in order to assess and judge
whether a company is in good health. The null hypothesis used in this paper is the company
is bound to fail. They have used variables such as number of employees, return on assets,
cash flow margins, debt to equity ratio and cash to current liabilities. The topic of exploring
failure or success of a company using financial ratios is not new and has been explored for
many years. The researcher believes that these models that are used for predicting success
slash failure of a company are more relevant and suitable today then in the previous years.
The other creates a failure prediction model for companies that operate in the retail industry
to stop the author also using logistic regression to predict the companies that are most likely
to fail. The data for the companies is taken from NYSE and NASDAQ from publicly listed
companies and the data is tracked from 2005 to 2012.
15. Bankim R. Vaja(2015)

The paper outlines research in the field of retailing and clearly outlines what retailing should
look like. The general definition for retailing can be defined as getting goes to the final
customer. The paper gives a brief overview of different types of retailing that is possible in
today’s economy. The core focus area the paper deals with is respect to the functions that
retail industry plays in our lives.The author outlines five factors that influence retail
management that are social which captures how the attitude and behaviour of individuals.
Legal was built with the legislation aspect of running a business. Economics which deals with
taxation, government spending demand etc. Politics which is closely associated with the
government that is in power.

16. Hemlata jain, Ajay khunteta, Sumit srivastava(2019)

The paper discusses how logistic regression can be used to predict customer churn. The
author starts by defining customer churn as the rate at which customers stop doing business
with an entity. He then goes on to discuss the benefits of using logistic regression to predict
customer churn, including its ability to handle categorical data and its ability to provide a
probability of churn for each customer.The author then presents a case study where he uses
logistic regression to predict customer churn for a telecommunications company. He uses a
dataset of over 10,000 customers to train his model. The model is able to predict customer
churn with an accuracy of 80%.The author concludes by discussing the limitations of logistic
regression and how it can be improved. He also discusses the potential applications of
logistic regression for predicting customer churn in other industries.
17. Andrew H. Karp(1998)

The research paper explores the use of logistic regression to understand and predict
customer retention in a specific industry or context. Customer retention refers to the ability
of a company to maintain its existing customers and prevent them from switching to
competitors.
The study involves collecting data on various factors that are believed to influence customer
retention. These factors could include customer demographics, purchase history, customer
engagement metrics, satisfaction ratings, loyalty program participation, or any other
relevant variables.
Using logistic regression, the researchers analyse the relationship between these predictor
variables and the binary outcome of customer retention (e.g., whether a customer remains
with the company or not). Logistic regression helps determine the significance and direction
of the associations between the predictor variables and customer retention.
The paper presents the findings of the study, including the identification of key factors that
significantly impact customer retention. It also discusses the performance of the logistic
regression model in predicting customer retention and the insights gained from the analysis.

18. Cathy lawson, Douglas C Montgomery(2006)

In all datasets there is variation that exists. The paper tries to outline the work that has been
done to remove sources of variation in manufacturing processes which in turn results in cost
cutting and higher return for companies. The paper outlines how there is a significantly low
level of literature available in terms of optimising business processes and this is a field where
large strides could be made in order to cut costs and improve returns for a company. There is
a varied set of difficulties that arise when you are trying to optimise business processes as
the nature of the variables that are associated with them are difficult to optimise. The
outcome of business processes could be in the form of nominal or ordinal variables and
examples of output include the occurrence of an event, the colour preference that a
customer has for a new product etc. A total of 85 customers were taken out and a logistic
regression was performed. The findings of the paper are that new customers are more likely
to be very satisfied or satisfied with a good amount of service. This paper helps us to get an
insight on the outputs of logistic regression and the model itself in order to understand
logistic regression better for our research around billing as are research involves significant
level of continuous variables logistic regression is the best method to prove whether a
customer will ask for a bill or not.
19. Michael Giering (2008)

The paper Is based on a system that predicts sales and recommends products and was
implemented by a plethora of retail stores. The paper outlines the importance of relative
customer demographics and the characteristics for modelling the sales belonging to each
customer type. A total of 600 products at the store level were considered. They have also
considered a series of non overlapping customer types which are different and distinct in
many characteristics. They have used a system that is built on singular value decomposition.
They have created clusters by modelling data at finer levels of detail. They have improved
their performance by increasing demographic yield. The paper also discusses real world
examples and applications of sales prediction systems and the practical use cases are also
discussed. The paper outlines that the system introduced resulted in significant advantage
over a one year period. That improved efficiency and increased sales. The scalability of the
solution and the approach to scale such systems and softwares is also provided the test set
contained 80 retailers.
20. Wilbert Manyanga, Charles Makanyeza, Zororo Muranda(2022)

Satisfaction, customer experience and word of mouth intention are a very big part of
enhancing the loyalty of your customers especially in the banking sector. The paper is based
on examining the effects that customer experience along with satisfaction and word of
mouth Have on customer loyalty. The paper collects responses from a total of 650 customers
and they have used a structured questionnaire this paper is based out of Zimbabwe. The
findings of the paper were that customer experience satisfaction and word of mouth had a
direct positive effect on the loyalty that the customer had with the bank. Age was one
moderating factor that affects the customer’s satisfaction towards loyalty; other variables
such as gender income and level and education had no moderating effects on the
satisfaction level and customer loyalty. This paper is helpful for banks to consider customer
experience satisfaction and age. The relevance of this paper towards my research is to
understand the moderating role of demographic characteristics of a customer and the
impact they might have on our dependent variable which in our case would be age, income,
gender occupation and marital status.

Chapter 3: Research design
3.1 Statement of the problem

The retail sector is rapidly evolving with technology and changing customer preferences, It is
essential to understand preferences and habits of retail customers as it is crucial for
businesses to cater and adapt to their customers preferences accordingly, While digital
billing/invoice have gained traction in recent years that are mostly used by E-commerce,
There is limited research that has explored specific behaviours, habits and preferences of
Indian customer on the billing front.
Therefore the problem addressed in this study is to determine Indian consumers preference
for Digital bills, Their shopping behaviours, Their billing habits and their preferences for
Receiving promotional updates. The study aims to obtain valuable insight for Indian Retailers
to improve and enhance their Billing practices to fit customer expectations and preferences.
3.2 Need of the study

The key areas the study holds significance is:
Digital Transformation - As the country is witnessing a digital transformation underway it
becomes necessary to examine adoption and acceptance of digital solutions. This study will
bring out valuable insights regarding current adoption of digital billing. It will also shed light
on whether the end consumer values such technological adoption.
Business Efficiency - Digital billing in many cases has the potential to improve the efficiency
and effectiveness of a business with reduced paperwork, Improved accuracy with numbers,
Streamlined business processes etc. This study provides the customers view whether they
actually feel a retailer that is digitised is more efficient that one that is not. This will also be
beneficial for businesses to make informed decisions to improve productivity.
Consumer Behaviour - The study gives us insights into shifting behaviours and preferences
regarding billing methods and practices. It is the responsibility of every business to adapt to
their customer needs and this study sheds light on clear customer needs with respect to

billing. It is essential for a business to match the expectations of the customer and they can
do so by enquiring the customer preference and expectations provided in the study.
Experience - Billing is a significant part of overall customer experience, Once the preferences
of the customer are clearly identified a business can tailor their approach according to the
customer requirement. This tailored approach allows the retailer to build a satisfactory and
convenient experience for the customer which ultimately translates to loyalty and
satisfaction for the end Customer.
Referral - This study also explores customers' psychographic characteristics and perceptual
difference they feel between a digitised and non- digitised retailer. This study also explorers
the likelihood of a customer referring a retailer to a friend or a family member that has
digitised operations.
Local Mobile Promotions- The study sheds light on customers preference and intent to
receive promotional updates through Email, Whatsapp and SMS, The study also explores
customer perception about Personal data safety and whether he is comfortable sharing his
personal contact details with retailers.
3.3 Objectives of the study

1. To Identify Billing preference of customers
2. To assess impact of demographics such as Age, Gender, Education, Occupation and
Income on billing preferences.
3. To understand factors affecting digital bill preference in comparison to handwritten
bills.
4. Impact of digital billing on efficiency of retailer
5. Digital billing and its impact on the reliability of retailers.
6. To identify customer intent towards receiving promotional updates on his phone.
7. To assess customer perception about data security of their personal information.
8. To investigate frequency of purchase and request for invoice.

3.4 Limitation of the study

Limited secondary Research - One key limitation that this study carries is the scarcity of
secondary research particularly pertaining to billing habits in India. The study relies solely on
Government reports, Academic publications and Industry reports. Due to heavy
concentration of data coming from limited sources it could mean there is lack of proper
updated data due to this factor the research is heavily focused on primary data.
Historic data - Due to lack of informal billing data and digital billing in its introductory phase
there is a heavy lack of historical data that can be inferred.This restricts us from obtaining
long term patterns and change in trends in billing habits over time. Thus this prompts using
cross sectional data where data from one point in time is recorded and inferred with current
state of events. This hampers the ability to draw definitive conclusions about trends in
consumer billing.
Retailers Perspective -The data is gathered from end retail customers only which results in
lack of comprehensive insights that get left out with the retail store owner. The retailer's role
in Shaping billing processes, Implementing it and outlining both the challenges and benefits
that arise out of different billing solutions. To exclude their perspective will surely limit in
depth understanding about factors affecting billing habits, Along with the retailers
perspective on the overall billing preference of customers.
Contextual factors - The study has not considered contextual factors such as social, Cultural
and Economic factors and their influences which could potentially have an impact on the
result. As these factors possess the ability to impact the preference of Indian consumers and
their behaviours.
Time & Resource Constraint - A comprehensive study takes a considerable amount of time
and effort to be carried out that includes data collection, Analysis and Interpretation. This
study has its limitations due various factors such as limited availability of time that has
resulted in a restricted sample size. A constraint on time also limits capturing changes in
billing habits over time to capture long term trends. On the other hand due to limited
availability of resources has restricted the sample size and extent of data collection.
3.5 Research methodology

A. Sample design
i. Target population:
The target population for this study is individuals residing in the metro city of Bangalore.
Since there is heavy penetration of both organized and unorganized retail taking place in
Bangalore the residents of Bangalore will be a good fit for this study.
The retail customers who have a frequency to shop weekly, badly, quarterly and semi
annually are considered. As the frequency of Purchase and shopping can have an impact on
the habits and behaviour of the customer.The target population are people who have
adopted or have not adopted technology as this will give us a clear picture of different
outcomes that might arise and the implications for the same.
ii. Sample size

The sample size is set at 309 respondents which is due to various factors such as constraints
on budget and time. The limited number of respondents could affect the end result of the
study and there is scope To improve the precision of results by employing more
respondents.
iii. Sampling unit

The sampling unit is the individuals residing in Bangalore. Each unique resident represents a
single unit which is part of our target population. These individuals belong to different
neighbourhoods in the city who have participated in the study.
iv. Sampling method

The paper is based on non probabilistic convenience sampling in which Each respondent are
individuals who are selected based on their availability, accessibility and convenience. This
method has been quick and efficient in terms of time and cost however it is also limited to
bias and generalizability.

B. Primary data & Secondary data

After carefully analyzing the result of a plethora of related studies the conclusion arrived
upon is that there is a lack of proper and relevant secondary data for this study and hence
secondary data of any form or shape is not considered.
The study relies heavily upon primary data that is collected first hand that is specific and
tailored towards the study. The primary data is new and original and is taken directly from
End user/End customer. The data collection has been tailored to specific objectives regarding
the research which has helped us to derive specific insights into the research topic.
C. Method of data collection

The research is heavily dependent on data collection through surveys which has been in the
form of both online and offline forms. The survey contains close-ended questions in the
form of multiple choice for categorical questions and Likert scale for continuous questions to
gather critical insight. This method of data collection through surveys has allowed us to
reach a wider audience in order to tailor and capture specific details of billing habits of the
respondents.
D. Data- analysis techniques

Descriptive analysis.
Through descriptive analysis the collected data is summarized in the form of mean and
percentage.The process of using descriptive analysis has provided a clear and concise view of
billing habits and behaviour of customers.
Regression
We use regression analysis. The goal is to find relationships that exist between the
dependent variable and the independent variable.How much of variance in the dependent
variable can be explained by the independent variable. In this study the dependent variable
is preference for digital billing in comparison to had written bills. While the plethora of
independent variables are studied to measure the impact of such variables on the
dependent variable

Chapter 4: Result of Analysis and Interpretation
Fig 4.1
Out of 309 Respondents about 45 belong to the age group 18-24, While the least number of
respondents belong to the age group 55-64 at about 3 %.
Plenty of Respondents also belong to age group 35-44 at an aggregate of about 28 %,
respondents age 25-34 are about 19%
Fig 4.2
About 70% of the respondents have a postgraduate degree, While a mere 6% of

respondents have a graduation level of 12th which means only 6 in 100 people have not
attended graduation. This is critical as it represents that almost 94% of respondents are
educated individuals.

Fig 4.3
The study has received 54.5% female responses and 45.5% responses from male
respondents. This variable is critical as even today in a typical Indian household it is a
woman that takes care of shopping of groceries and FMCG items
Fig 4.4
There is a possibility of different habits of respondents that are married vs those that are
unmarried and for the sake of this study about 58% of respondents are Unmarried while
about 42% are Married.

Fig 4.5
The study contains a healthy mix of respondents from each income category, While a heavy
majority of respondents standing at 31.5 % come from households making less than
2,50,000 which is typically representative of Indian Households. It has also recorded
respondents from income slab of heavy earners that make more than 20,00,000 per annum.
Fig 4.6
This chart gives us critical insight on the behavioural patterns of the respondents as a
majority of them(58%) shop for groceries and FMCG items monthly. While a big chunk of
36% shop for it on a weekly basis and only a small portion of 5% shop half quarterly or half
yearly. This means about 95% of shoppers shop at least monthly for grocerries and FMCG
items.

Fig 4.7
People have a tendency to ask for a bill at different price ranges, which means not every
individual asks for a bill unless he shops for a certain price. The above chart indicates that a
majority of respondents over 45% of them ask for a bill when they shop for items that range
between Rs.500-1,000. While only 18% of respondents ask for a bill when they’re shopping
below Rs.500. Yeah about 19% of respondents ask for a bill when their shopping value is
between Rs.1000-Rs.2500.
Fig 4.8
Different individuals from different demographics have varied frequency of shopping.

Similarly they have diverse behavioural characteristics when it comes to asking for a bill.

Similarly not every individual either asks or does not ask for a bill. The above chart gives us
critical insight as to how many respondents ask for a bill Regularly. The number of
respondents that ask for a bill regularly stands at 42% which means 4 in every 10 individuals
ask for a bill almost every time that the shop. The data also tells us that about 24% of
respondents have never asked for a bill Voluntarily. about 34% of respondents, sometimes
ask for a bill and while they also sometimes don’t.
Fig 4.9
The respondents had four options to choose their reasons for their preference towards
regularly asking for billing. These were namely Security, Convenience, Expense tracking, Ease
of organisation, While they also had the option of submitting their own open-ended
response in the form of other reasons that they prefer billing and asking for a bill. Expense
tracking is the most dominant of all the reasons as 40% of respondents selected expense
tracking to be the top reason for them to ask for a bill. Another 25 and 27% of respondents
chose security and convenience as the reason for asking for a bill Respectively.

Fig 4.10
The above chart represents the top reasons an individual respondent would switch from
physical handwritten bills to digital bills. The top reason for the switch would be convenience
with over 42% of respondents feeling this as their top reason to switch, followed by security
of personal information being second highest at 35%. Other variables such as environmental
concerns due to paper usage in handwritten bills stand at about 15%
Fig 4.11
With growing technological adoptions, The preference for digital offerings has only grown
over time and we see similar visibility in the response for the study as up to 72% of

respondents prefer digital billing in comparison to handwritten bills. While 28% of

respondents prefer handwritten bills in comparison to digital bills.
Fig 4.12
The study points out critical insight in terms of customer preference towards receiving
promotional updates on their phone. As only one in Two individual respondents are okay
receiving promotional updates on their phone. The split between people Willing to receive
updates and people not willing to receive updates is almost equally divided with 51% of
respondents willing to receive promotional updates. While 49 declined to receive any
promotional update on their phone.

Fig 4.13
Around 140 of our respondents strongly agreed that they usually ask for a bill while
shopping. While fifty of them agreed that they asked for a bill typically. This indicates that
around 200 of 300 respondents usually ask for a bill, however there are about 75
respondents who strongly disagreed and stated that they usually do not ask for a bill.
Fig 4.14
163 of our respondents strongly agreed with preference for digital bills over handwritten
bills.While 26 people agreed that they prefer digital bills. However there were 72 people
who strongly disagreed with preference for digital bills over handwritten bills.

Fig 4.15
195 out of 309 respondents feel and strongly agree with the fact that warranty and return of
a product is the primary reason they ask for a bill. While a total of 62 respondents disagreed
with the statement.
Fig 4.16
Around 71 people disagreed with the statement bad people usually ask for a bill to keep a
track of their expenses while a total of 134 respondents strongly agreed in addition to 33
individuals agreed to the statement of asking for a bill to keep track of their expenses.

Fig 4.17
150 respondents strongly agree to the statement of asking for a bill to maintain proof of
purchase while another 50 respondents agree that their reason for asking for a bill is to
maintain a proof of purchase. Around 58 people strongly disagree with the statement That
they ask for a bill to maintain the proof of purchase.
Fig 4.18
153 respondents strongly agree and 31 respondents agree that it is very convenient to
receive a digital bill through e-mail or SMS directly on their phone.
However a total of 72 respondents strongly disagree with receiving a digital bill directly on
their phone.

Fig 4.19
One out of six people were neutral in their approach to recommend a retail store to their
friends or family who uses a digital billing solution. A total of 130 people strongly agreed
with suggesting A retailer that uses digital solutions to their friends and family while a total
of 62 people strongly disagreed to recommend a retail store that uses digital billing offering.
Fig 4.20
Out of 309 respondents 128 strongly agreed but using a digital billing solution would make a
retailer more reliable while 40 agreed to the same statement. A total of 60 respondents
disagreed with the fact that using a digital billing solution would make a retailer more
reliable

Fig 4.21
When it comes to efficiency or total of 139 respondents strongly agreed that a retailer that
uses a digital billing solution is more efficient while a total of 34 respondents agreed with
the statement that using a digital billing solution would make a retailer more efficient. A
total of 60 and 63 respondents were neutral and strongly disagreed with the statement
respectively.
Fig 4.22
When it comes to security and safety of personal information 118 people strongly agreed
that they were highly concerned about their information while they were sharing their
number with the retailers. However, 62 people were neutral on the subject and 63 people
strongly disagreed that they were concerned about the safety and security of their personal
information while sharing their details with local retailers.

Hypothesis
(H0) Null hypothesis

The Independent factors have no impact on Preference for Digital Billing
(H1) Alternative hypothesis
The Independent factors have an Impact on Preference for Digital billing
.
Cronbach’s Alpha-Reliability Statistics
Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items
.914 .917 10
Table : 1
Multiple Linear Regression - ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 714.474 9 79.386 147.351 .000b
Residual 160.549 298 .539
Total 875.023 307
a. Dependent Variable: You prefer a digital bill in comparison to a physical hand written bill.
b. Predictors: (Constant), Using digital billing makes a retailer more Reliable, You ask for a bill to keep track of your expenses, You have high concern about the security of your personal information when receiving a digital bill through SMS or email? , Warranty or
Return of product is one of the reason you ask for a bill when making a purchase, You will recommend a retail store that provides digital bills to your friends and family, You typically ask for a bill , It is very convenient to receive a digital bill through SMS or email
for your purchase., You ask for a bill to maintain proof of purchase, Using digital billing makes a retailer more Efficient
Table : 2
Since the significance level is that .000 this means that our model is statistically significant
and can be extracted to the population.

Model Summary
Std. Change Statistics

Error of
M R Adjuste the R F
od Squa d R Estimat Square Chan Sig. F Durbin-
el R re Square e Change ge df1 df2 Change Watson
1 .904a .817 .811 .734 .817 147.3 9 298 .000 2.042

51
a. Predictors: (Constant), Using digital billing makes a retailer more Reliable , You ask for a bill to keep track of your
expenses, You have high concern about the security of your personal information when receiving a digital bill
through SMS or email? , Warranty or Return of product is one of the reason you ask for a bill when making a
purchase, You will recommend a retail store that provides digital bills to your friends and family, You typically ask
for a bill , It is very convenient to receive a digital bill through SMS or email for your purchase., You ask for a bill to
maintain proof of purchase, Using digital billing makes a retailer more Efficient
b. Dependent Variable: You prefer a digital bill in comparison to a physical hand written bill.
Table : 3
The adjusted R^2 which is coefficient of determination stands at .81 which means 81% off
variance in the dependent variable can be explained by the independent variables. .
CoEfficients
Standard
ized
Unstandardized Coefficie
Coefficients nts Correlations
Std. Zero-o Parti

Model B Error Beta t Sig. rder al Part
1 (Constant) .013 .088 .146 .002
You typically ask -.059 .060 -.057 -.994 .321 .750 -.058 -.025
for a bill

Warranty or .332 .059 .322 5.620 .000 .822 .310 .139

Return of
product is one of
the reason you
ask for a bill
when making a
purchase
You ask for a bill -.019 .049 -.018 -.379 .705 .673 -.022 -.009
to keep track of
your expenses
You ask for a bill .038 .068 .036 .567 .571 .789 .033 .014
to maintain
proof of
purchase
It is very .426 .065 .417 6.511 .000 .835 .353 .162

convenient to
receive a digital
bill through SMS
or email for your
purchase.
You will .101 .061 .094 1.665 .097 .774 .096 .041
recommend a
retail store that
provides digital
bills to your
friends and
family
You have high .178 .055 .164 3.209 .001 .755 .183 .080
concern about
the security of
your personal
information
when receiving a
digital bill
through SMS or
email?

Using digital -.398 .079 -.370 -5.01 .000 .786 -.279 -.124
billing makes a 3
retailer more
Efficient
Using digital .410 .075 .377 5.482 .000 .863 .303 .136
billing makes a
retailer more
Reliable
a. Dependent Variable: You prefer a digital bill in comparison to a physical hand written bill.
Table : 4
The independent variables that are significant. (<.05)
● Warranty or return of product
● Convenience to receive a digital bill
● Concerns about security
● Efficiency of retailer
● Reliability of retailer
The Equation : .013+X1 (0.332)+X2(0.426)+X3(0.178)+X4(0.410) +X5(-.398)
ANOVA(How much do you spend to ask for a bill)Table : 5

(H0) : There is no difference between group means
(H1): There is a difference between group means
Descriptives
95% Confidence Interval

for Mean
Std. Std. Lower Upper Minim Maxim

N Mean Deviation Error Bound Bound um um
<500 55 2.33 1.428 .193 1.94 2.71 1 5
1000 140 2.74 1.894 .160 2.43 3.06 1 5
2500 58 1.41 1.009 .133 1.15 1.68 1 5
5000 28 2.25 1.506 .285 1.67 2.83 1 5
5000+ 27 2.89 1.601 .308 2.26 3.52 1 5

Total 308 2.39 1.688 .096 2.20 2.58 1 5
Sum of
ANOVA Table 8 Squares df Mean Square F Sig.
Between Groups 80.185 4 20.046 7.642 .000
Within Groups 794.838 303 2.623
Total 875.023 307
Multiple Comparisons Table : 7
(J) While
(I) While purchasing purchasing a
a product/set of product/set of 95% Confidence Interval
products, At what products, At what
purchase price and purchase price and
beyond do you ask beyond do you ask
a shopkeeper for a a shopkeeper for a Mean
bill in any form bill in any form Difference Std. Lower Upper
without fail ? without fail ? (I-J) Error Sig. Bound Bound
<500 1000 -.416 .258 .491 -1.12 .29
2500 .913* .305 .024 .08 1.75
5000 .077 .376 1.000 -.95 1.11
5000+ -.562 .381 .579 -1.61 .48
1000 <500 .416 .258 .491 -.29 1.12
2500 1.329* .253 .000 .63 2.02
5000 .493 .335 .583 -.43 1.41
5000+ -.146 .340 .993 -1.08 .79
2500 <500 -.913* .305 .024 -1.75 -.08

1000 -1.329* .253 .000 -2.02 -.63
5000 -.836 .373 .167 -1.86 .19
5000+ -1.475* .377 .001 -2.51 -.44
5000 <500 -.077 .376 1.000 -1.11 .95
1000 -.493 .335 .583 -1.41 .43
2500 .836 .373 .167 -.19 1.86
5000+ -.639 .437 .588 -1.84 .56
5000+ <500 .562 .381 .579 -.48 1.61
1000 .146 .340 .993 -.79 1.08
2500 1.475* .377 .001 .44 2.51
5000 .639 .437 .588 -.56 1.84
*. The mean difference is significant at the 0.05 level.
How Frequently do you ask for a bill -Discriptives (Table : 8)
95% Confidence Interval

for Mean
Std.
Deviatio
N Mean n Std. Error Lower Bound
always 129 1.78 1.388 .122 1.53
sometimes 105 2.36 1.468 .143 2.08
never 74 3.49 1.911 .222 3.04

Total 308 2.39 1.688 .096 2.20
ANOVA Table : 9
(H0) : There is no difference between group means
(H1): There is a difference between group means
Sum of Squares df Mean Square F Sig.
Between Groups 137.808 2 68.904 28.507 .000
Within Groups 737.215 305 2.417
Total 875.023 307
Multiple Comparisons Table : 10
(I) How often (J) How often 95% Confidence

do you ask for do you ask for Interval
a bill when a bill when Mean Std
making making Differe . Lower Upper
purchases at purchases at nce Err Sig Boun Boun
a retail store? a retail store? (I-J) or . d d
always sometimes -.587* .20 .01 -1.07 -.11

4 2
never -1.711* .22 .00 -2.25 -1.18

7 0
sometimes always .587* .20 .01 .11 1.07

4 2
never -1.125* .23 .00 -1.68 -.57

6 0
never always 1.711* .22 .00 1.18 2.25

7 0
sometimes 1.125* .23 .00 .57 1.68

6 0

Chapter 5: Summary of Findings
● Three out of ten people Shop for groceries and FMCG items almost every week.
● Nine out of ten people shop for groceries and FMCG items at least once a month.
● One in two people ask for a bill when they are shopping in the range of 500 to 1000
rupees.
● One in five people ask for a bill when they are shopping in the range of 1000 to 2500
rupees
● One in four people voluntarily never ask for a bill In any form.
● Two in five people always ask for a bill.
● The biggest reason people ask for bills is to keep a track of their expenses.
● Convenience and security of purchase are two other dominant reasons people ask
for a bill.
● 15% of people are environment conscious and fine environmental concerns are the
reason for them to shift from handwritten bills to digital bills.
● Two in five people feel it is very convenient to receive digital bills and they would
prefer it over physical bills.
● Security of personal information is one reason people would like to receive
standardised digital bills directly on their cell phone.
● Three out of four people prefer digital billing in some form over traditional
handwritten bills.
● One out of four people still prefer traditional billing in comparison to digital billing.
● One in two people have the intent to receive promotional updates through
WhatsApp, Text or Email
● To claim warranty or return a product is a critical reason two out of three
respondents ask for a bill.
● About half of the respondents feel that keeping track of their expenses is the reason
they ask for a bill.
● Two out of three respondents agree that a bill is important in maintaining proof of
purchase.
● 60% of respondents feel it is convenient to receive a digital bill through e-mail or
SMS.
● 56% of respondents are willing to recommend a retail store that uses digital billing to
their friends and family
● 57% of respondents believe a retailer that uses digital billing solutions is more
reliable and trustworthy.
● 55% of respondents agree that a retailer that uses digital billing solutions is
comparatively effecting
● 50% of the respondents are highly concerned about the security of their personal
information when they are sharing their phone numbers or personal details.
● The regression model shows that 5 variables are significant.
● The 5 variables are Warranty, Reliability, Convenience, Efficiency, Security.
● The MLR model is significant and hence we reject the Null hypothesis.
● The Analysis of variance tell us that there is significant difference between group
means and hence we reject the null hypothesis for ANOVA 1 & ANOVA 2

Chapter 6: Suggestions/Recommendations
The study covers most End customer/Retail Customer related factors and presents valuable
insights into demographic, behavioral and psychographic variables that are responsible for
the billing habits of a customer and their preferences towards specific billing habits.
There is further scope of evaluating and conducting similar studies on the retailers front
which would cover and present more insights towards the overall picture of billing. It is
important to cover and conduct study on Indian retailers as these are the enablers and
providers of billing which could be in the form of physical or digital. This could be in the form
of a study that covers demographics of an enterprise or a store and can give us valuable
information about the overall picture of retail billing in India.
The study suggests that there is an elevated level of demand and preference towards digital
billing, While a majority of respondents prefer digital bills due to various factors such as
convenience, reliability and efficiency.There could be many variables that are left unchecked
and there is scope for further research in this area.

Chapter-7: Conclusion
Due to the nascence of the topic of digital billing there is ample opportunity to conduct
further studies with a bigger set of target audience to get a more accurate picture of the
overall billing industry. There is a significant lack of literature around both billing habits of
consumers and retailers. There is also lack of proper data on unorganized billing that takes
place in India which represents a major chunk of billing activity that takes place in the
nation. All these factors present ample opportunity for researchers to contribute further in
this space.

1. Bibliography
1. Alfonso Valdez Cervantes, Ana Franco(2020), Retailing technology: do consumers
care?, Spanish Journal of Marketing - ESIC, 24, 355
2. Marianne Crowe , Marc Rysman and Joanna Stavins(2010), Mobile Payments at the
Retail Point of Sale in the United States: Prospects for Adoption, Review of Network
Economics, 9, 4, 1
3. Christian Meske & Stefan Stieglitz (2013), Adoption and Use of Social Media in Small
and Medium-Sized Enterprises, Practice-Driven Research on Enterprise
Transformation, 6, 61
4. Keng Siau, Keng Siau, & Zixing Shen (2001), Mobile Commerce: Promises, Challenges
and Research Agenda, Journal of Database Management (JDM), 12, 3
5. Vittoria Marino (2019) Disruptive Marketing Communication for Customer
Engagement. The New Frontiers of Mobile Instant Messaging, International journal
on media management, 21
6. Dev Narayan Sarkar , Kaushik Kundu (2016), The economic and social importance of
unorganised retailers in rural India, Journal of Rural Studies, 43, 159-172
7. Gupta Himanshu, Dubey Neetu and Patani Pawan(2012), Effect of Organised retail
on Unorgenised retail in Indian retail market, Research journal of management
sciences, 1, 7-13
8. Arpita Khare(2012), Influence of mall attributes and demographics on Indian
consumers mall involvement behaviour: An exploratory study, Journal of Targeting,
Measurement and Analysis for Marketing, 20, 192
9. R. Seranmadevia and A. Senthil Kumar(2019), Experiencing the AI emergence in
Indian retail – Early adopters approach, Management Science Letters, 9, 33-42.
10. Dahiya Richa(2012),Impact of Demographic factors of consumer on online shopping
behaviour: A study of consumers in India , International journal of engineering and
management sciences, 3, 43-52
11. Rajesh Kumar, Vagish Mishra and Somraj Saha(2019), Digital Financial Services In
India: An Analysis Of Trends In Digital Payment, International Journal of Research
and Analytical Reviews, 6, 2 , 6-20
xi
12. Sujo Thomas & Tanmay Varia(2018), Artificial Intelligence Wave In Indian Retail:
Evolution,Opportunities and Challenges, Journal of Emerging Technologies and
Business Management, 8, 2, 33-48
13. Venkatesh Shankar , Tom Douglass, John Hennessey, Kirthi Kalyanam, Pankaj
Setia,Alireza Golmohammadi, Seshadri Tirunillai, J.S. Bull, Rand Waddoups(2020),
How Technology is Changing Retail, Journal of retailing, 97
14. Mary Hilston Keener(2013), Predicting The Financial Failure Of Retail Companies In
The United States, Journal of Business & Economics Research, 11, 8, 373.
15. Bankim R. Vaja(2015), RETAIL MANAGEMENT, International Journal of Research and
Analytical Reviews, 2, 1, 22
16. Hemlata jain, Ajay Khunteta, Sumit srivastava(2019), Churn Prediction in
Telecommunication using Logistic Regression and Logit Boost, Procedia computer
science, 167, 102
17. Andrew H. Karp(1998), Using logistic regression to predict customer retention,
Proceedings of the eleventh northeast SAS users group Conference
18. Cathy lawson, Douglas C Montgomery(2006), Logistic Regression analysis of
customer satisfaction data, Quality and reliability engineering international , 22, 971
19. Michael Giering (2008), Retail sales prediction and item recommendations using
customer demographics at store level, SIGKDD Explorations, 10, 2, 84
20. Wilbert Manyanga, Charles Makanyeza, Zororo Muranda(2022), The effect of
customer experience, customer satisfaction and word of mouth intention on
customer loyalty: The moderating role of consumer demographics, Cogent Business
& Management, 10, 2, 1
xii
Annexure
Questionnaire
1. What is your age?
● 18-24 years
● 25-34 years
● 35-44 years
● 45-54 years
● 55-64 years
● 65 years or older
2. Level of Education?
● 10th
● 12th
● Under Graduation
● Post Graduation
● PhD / Doctorate
3. What is your gender?

● Male
● Female
4. Marital status?
● Married
● Unmarried
5. What is your Approximate Household Income

● <2,50,000
● 2,50,001 - 5,00,000
● 5,00,000-10,00,000
● 10,00,000-15,00,000
xiii
● 15,00,000-20,00,000
● 20,00,000+
6. What is your occupation?
● Student
● Engineer
● Doctor
● Lawyer
● Teacher
● Retired
● Homemaker
● Other:
7. How frequently do you shop for groceries and FMCG items?

● weekly
● monthly
● half quarterly
● quarterly
● half yearly
8. How often do you ask for a bill when making purchases at a retail store?
● Always
● Sometimes
● Never
9. While purchasing a product/set of products, At what purchase price and beyond do you
ask a shopkeeper for a bill in any form without fail ?
● < 500
● ₹501 - ₹1000
● ₹1001 - ₹2500
● ₹2501 - ₹5000
● 5000+
xiv
10. What are the reasons you prefer paper or digital invoices?
● Convenience
● Security
● Ease of organization
● Expense tracking
● Other:
11. What would make you switch from physical bills to digital bills for retail purchases in
India?
● Convenience
● Security of personal information
● Environmental concerns
● Incentives or rewards
● Other:
12. You prefer Digital billing in comparison to handwritten bills.

● Yes
● No
13. You typically ask for a bill

Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly disagree
14. You prefer a digital bill in comparison to a physical hand written bill.
Strongly Agree
● 1
xv
● 2
● 3
● 4
● 5
Strongly Disagree
15. Warranty or Return of product is one of the reason you ask for a bill when making a
purchase
Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly disagree
16. You ask for a bill to keep track of your expenses

Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly disagree
17. You ask for a bill to maintain proof of purchase

Strongly Agree
● 1
● 2
● 3
● 4
● 5
xvi
Strongly disagree
18. It is very convenient to receive a digital bill through SMS or email for your purchase.
Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly disagree
19. You will recommend a retail store that provides digital bills to your friends and family
Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly Disagree
20. You have high concern about the security of your personal information when receiving a
digital bill through SMS or email?
Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly disagree
xvii
21.Using digital billing makes a retailer more Efficient
Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly Disagree
22. Using digital billing makes a retailer more Reliable

Strongly Agree
● 1
● 2
● 3
● 4
● 5
Strongly Disagree
23. Would you be willing to receive promotional updates from local retailers on WhatsApp
or text?
● Yes
● No
xviii
Billing-for-Bharat
ORIGINALITY REPORT
5 %
SIMILARITY INDEX
5%
INTERNET SOURCES
2%
PUBLICATIONS
3%
STUDENT PAPERS
PRIMARY SOURCES
1
Submitted to National Institute of Business
Management Sri Lanka
1%
Student Paper
2
lrc.acharyainstitutes.in:8080
Internet Source 1%
3
repository.ju.edu.et
Internet Source <1 %
4
Submitted to Florida Virtual School
Student Paper <1 %
5
ojs.uma.ac.id
6
scholarscompass.vcu.edu
7
repository.out.ac.tz
8
hdl.handle.net
9
www.slideshare.net
<1 %
10
libstore.ugent.be
Internet Source
11
Submitted to University of Brighton
Student Paper <1 %
12
stax.strath.ac.uk
13
epubs.scu.edu.au
14
thenewstandardgallery.com
15
Tolmie, Andy, Muijs, Daniel, McAteer, Erica.
"EBOOK: Quantitative Methods In Educational
<1 %
And Social Research Using Spss", EBOOK:
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A Report on

“Billing for Bharath: A study on Billing preferences of Indians”

PES UNIVERSITY, Bengaluru

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

MBA Program (Batch:2021-2023 )

This is to certify that Mr. ABDUS SABUR bearing SRN:PES1PG21MB002,

We confirm that Internship report submitted based on the work undertaken at

Prof. Brijesh Singh Dr Shailashree Haridas

ELECTRONICS Ltd” is prepared by me under the guidance of Prof. BRIJESH SINGH of

M.B.A Department, PESU and external assistance by Mr.SANJEEV.POL,

regulations for the award of degree of Master of Business Administration by PES

undertaken by me after undergoing a internship for a period of 16 weeks from 21-02-2023

Date: Signature of Student

Name of the Internal Guide:

Signature with Date:

Name of the Internal Examiner:

Signature with Date:

1. Name of Internal Examiner:

Signature with Date:

2.Name of External Examiner:

Signature with Date:

Chapter No CONTENTS Page No

Chapter1 3. Theoretical implication of the topic 01-10

Chapter2 Review of Literature 11-20

Chapter4 Results of Data analysis and Interpretation 26-44

Chapter5 Summary of Findings 45-46

Chapter7 Suggestions and Recommendations 48

4.1 Age of Respondents 26

4.2 Education of Respondents 26

4.3 Gender of Respondents 27

4.4 Marital status of Respondents 27

4.5 Household income of Respondents 28

4.6 Frequency of shopping 28

4.7 Price Respondents ask for a bill 29

4.8 Frequency to ask for a bill 29

4.9 Reasons Respondents ask for a bill 30

4.10 Reasons Respondents would switch to digital billing 31

4.11 Respondents preferred mode of billing 31

4.12 Intent to receive promotional updates on Phone 32

4.13 Response on Typically asking for a bill 33

4.14 Response on digital bill preference 33

4.15 Response on warranty feature of billing 34

4.16 Response on using bills to keep track of expenses 34

4.17 Response on proof of purchase feature 35

4.18 Response on convenience of digital bills 35

4.19 Response on recommending digital retailers 36

4.20 Response on digital retailer reliability 36

4.21 Response on digital retailer efficiency 37

4.22 Response on security concerns about personal data 37

1 Cronbach’s Alpha Reliability Testing 38

3 Model Summary Regression 39

7 Multiple comparisons Table 42

9 Multiple comparisons Table 44

MBA Program, PES University Page 1 of 48

1.2 Theoretical implication of the topic.

MBA Program, PES University Page 3 of 48

MBA Program, PES University Page 4 of 48

Trust and Security

MBA Program, PES University Page 5 of 48

1.3 Need/importance of the topic.

The explored topic is important as it is useful in designing future Technologies, Softwares

MBA Program, PES University Page 6 of 48