Online Shopping and Performance of Meesho From Youth Perception

Abstract:
The rise of online shopping platforms has revolutionized consumer behavior, particularly among the
youth demographic. This abstract presents a study examining the youth perception of online
shopping, with a specific focus on the performance of Meesho, a popular online shopping app. Data
was collected through surveys from a sample of youth consumers aged between 18 to 30 years.
The study investigates various aspects of online shopping, including preferences, satisfaction levels,
trust in the platform, and perceived benefits. Meesho, known for its unique business model of
enabling individuals to become resellers, is analyzed in terms of its affordability, product quality,
delivery services, and customer support.
Findings reveal that a majority of youth consumers prefer online shopping over traditional methods,
with Meesho emerging as a favored platform due to its affordability and diverse product range. The
app's performance in terms of product quality, delivery punctuality, and customer service is
perceived positively by most respondents.
However, challenges such as concerns about product authenticity, refund policies, and delivery
timelines are also identified. Despite these challenges, Meesho's innovative approach to online
shopping, particularly its reselling model, resonates well with the youth demographic.
This abstract contributes to the understanding of youth consumer behavior in the context of online
shopping and provides insights into the factors influencing their perception of Meesho as an online
shopping platform. The findings can inform marketing strategies and platform improvements to
better cater to the preferences and expectations of youth consumers in the rapidly evolving e-
commerce landscape.
CHAPTER- I
INTRODUCTION
INTRODUCTION
Since humans began exchanging products and services with one another, commerce has
existed. From the earliest days of bartering through the formation of currencies and the
establishment of trade routes, mankind have sought out ways to exchange products and
services and have built a distribution system around it. The macroeconomic purchase and
sale of products and services by huge entities at large scale are now commonly referred to
as commerce. A transaction is defined as the sale or purchase of a single item by a
consumer, whereas commerce refers to all transactions relating to the purchase and sale of
that item in an economy. The majority of trade takes place on an international level and
involves the purchasing and selling of goods between countries. It is vital to note that
commerce is not actually a synonym of business, rather a subset of it.
Marketing is considered as one of the most crucial aspects of commerce. The term
"market" refers to a gathering place where potential buyers and sellers might come
together to trade goods or services. It is essentially a medium that facilitates these
economic transactions. It permits the exchange of commodities, services, and information
under the protection of the law and for a fee in general. Marketing is the process by which a
corporation promotes the purchase or sale of a product or service. Advertising, selling, and
delivering things to customers or other businesses are all examples of marketing. When
properly executed marketing can lead to a company’s growth by using several marketing
strategies.
Electronic commerce which is commonly known as e-commerce is a modern version of

commerce that enable a firm or individual to conduct business over an electronic network.
The process of buying and selling actual goods and services through the internet is known as
ecommerce. It entails the exchange of data or currency between multiple parties in order to
complete a transaction. It is part of the larger electronic business (E-business) industry, which
encompasses all of the operations required to run a business online. By providing cheaper and
more effective distribution channels for their products or services, ecommerce has allowed
firms (especially those with a limited reach, such as small businesses) obtain access to and
build a bigger market presence. Target (TGT) has expanded its online store, allowing
customers to buy everything from clothes and coffeemakers to toothpaste and action figures
from the comfort of their own homes. The way individuals purchase for and consumer
products and services has changed as a result of ecommerce. People are increasingly using
their computers and smart devices to place orders for things that can be delivered quickly to
their homes. As a result, it has wreaked havoc on the retail scene.
Online shopping is a type of electronic commerce that allows customers to buy goods or
services directly from sellers over the Internet via a web browser or a mobile app. Consumers
identify a product of interest by visiting the retailer's website directly or by searching among
alternative vendors using a shopping search engine, which compares the availability and cost
of the same product across multiple e-retailers. Customers can now shop online utilizing a
variety of computers and devices, such as desktop computers, laptop computers, tablet
computers, and smartphones. The method is known as business-to-consumer (B2C) online
purchasing, and it invokes the physical analogue of buying products or services at a typical
"bricks-and-mortar" retailer or shopping center. The practice of setting up an online store
to allow businesses to buy from other businesses is known as business-to-business (B2B)
online purchasing. A standard online store allows customers to browse the company's product
and service offerings, as well as examine photos or images of the products, as well as product
specs, features, and prices. Shoppers can usually utilize "search" options to find certain
models, brands, or items in online businesses. To conduct an online transaction, users must
have Internet access and a legitimate mode of payment, such as a credit card, a debit card, or
a service like PayPal. Due to convenience of shopping from anywhere at any time the number
of online shoppers are increasing rapidly.
Meesho is one such online shopping app. It is an online platform where users can purchase
and resell the products provided by the organization. Due to the offers and services provided
by Meesho, it has now become a very popular online shopping app in India. It has delivery all
over India. Because of its convenience and affordability, the number of Meesho users have
increased significantly. Meesho, as a social commerce network and an online platform for
resellers, offers a completely different experience in the age of Amazon and Flipkart. Meesho
connects resellers to a network of over 21000 suppliers and manufacturers, allowing them to
shortlist products and share photos of them with their network of consumers, which might be
anyone in their family, friends, or acquaintances. Resellers are free to charge whatever
pricing they see fit for their target customers.
In a competitive market, Meesho is facing a tough competition from other online shopping
apps such as Amazon, Flipkart, Nykaa and many others. Due to this severe competition, it is
very difficult to sustain in the market. Only way to survive in the market and become
successful is to earn customer trust. Earning customer trust is the most important challenge
faced by these companies. Customer trust means the trust of customers towards companies.
Customers repurchasing decision mainly depends on their trust towards these companies. It
has a direct relation with profit of the company. They repurchases from a company only if
they find it trustworthy. Loyal customers are the most important asset of any business.
Customer trust is an important factor in retaining these loyal customers. Without earning
customer trust it is almost impossible for a business to survive and become market leader.
Therefore this study is an attempt to understand the customer trust on Meesho app and
thereby understand the popularity and acceptance of Meesho app.
STATEMENT OF PROBLEM
In a technologically advanced era, consumer’s purchasing behavior have been shifted from
traditional to modern way of shopping. With the advent of internet, online shopping have
gained significant importance among consumers. As a result of increasing online purchases,
companies started to focus on developing online shopping websites and apps. Meesho is one
of such popular shopping app. As the number of such apps are increasing day by day there is
a severe competition among them. Only way to sustain in the market is by earning
‘Customer trust’. Online retailers have placed a strong focus on consumer trust; trust is
another factor that influences customer behavior in a digital environment and it is influenced
by the customer's attitude and expectations. To know the popularity and acceptance of
Meesho app among customers, it is important to study the customer trust. So the purpose of
this study is to know the customer trust towards Meesho app by conducting survey among
college students.
RESEARCH OBJECTIVES
 To know the factors which attracts customers to purchase through Meesho app.
 To find out the level of satisfaction on Meesho app.

 To understand the consumer’s perception and attitude towards Meesho app.
SIGNIFICANCE OF THE STUDY
This study mainly focus on college students who prefer online shopping over traditional
shopping. Due to 2023, there is a significant increase in online shopping as it is more
convenient. Now a days due to increasing popularity of online shopping, there are many
online shopping apps. Meesho is one among them. It is now one of the most popular and
profitable app in India. Customer trust is an important aspect for the survival of such apps in
the market. It is an important factor which decides success and failure of an app. Therefore
this study has significance as it focuses on customer trust on Meesho app.
RESEARCH METHODOLOGY
RESEARCH DESIGN
In this study descriptive analysis is used for effective result.
DATA COLLECTION
Both primary and secondary data were used for the purpose of conducting research.
Questionnaire were used for collecting primary data whereas, journals, periodicals and
websites were used for collecting secondary data.
SAMPLE DESIGN
It was very difficult to collect data from the entire population. Therefore representative
sample was drawn for the purpose of the study.
SAMPLE TECHNIQUE
As there is a direct contact with students due to 2023, Purposive technique is used for
conducting the study. Therefore data were collected using physical paper of question to
respondents through college.
SAMPLE SIZE
Here 80 respondents filled the simple question during the period of data collection, hence the
researcher constitute the sample size to 80.
TOOLS USED FOR ANALYSIS
Tools used for analyzing the were,
 Percentage analysis
 Diagrams such as Pie chart, Column chart were used.
LIMITATION
 This study is limited to number of respondents and the period of study is also limited.
 As this study is based on primary data collected through filling questionnaire, any
wrong or biased information by the respondents affect the result of the study.
 Incomplete information provided by respondents in some case become another
obstacle in the way of proper analysis of the data.
 It was difficult to form questions which convey the exact same meaning to each
respondents as the researcher meant
 In some cases unwillingness and inability of respondents to provide information is a
major obstacle in collection of data.
CHAPTERIZATION
 Chapter 1: Introduction
 Chapter 2: Review of literature
 Chapter 3: Company profile
 Chapter 4: Data analysis and interpretation
 Chapter5: Findings, suggestions and conclusion
CHAPTER II
REVIEW OF LITERATURE
Marios Koufaris, William Hampton Sosa (2002), their study looked at how the website
experience influence customer trust in the company itself. Their study shows that a positive
experience with website is very important. If customers find company’s website as useful and
easy to purchase, they consider it as more trustworthy. They also found that customer trust is
an important factor of customer retention. The reason to make the website most important
representative of the company is the lack of salesperson in online. They concluded that it is
essential for company to design website that is useful and functional to earn customer trust.
Paulo Duarte, Susana Costa e Silva, Margarida Bernardo Ferreira (2018), found that in
addition to offering competitive prices, keeping a high level of online shopping convenience
has become a strategic driving force for online retailers to promote and maintain customer
loyalty. The main aim of this research is to study what convenience dimensions more heavily
influence customer’s satisfaction and intention to engage and recommend online shopping.
They found out that frequent monitoring of consumer’s perceptions and expectations about
online convenience is a prerequisite for achieving continuous improvement in providing
highly convenient online services.
Nihan Ozguven (2011), found that in the online shopping era, website security is an
important aspect which influence customer trust and this trust results in customer loyalty.
This study considered three factors which are associated with online shopping; perceived
security, loyalty and trust. Customer trust and loyalty are important in online shopping and
customers continue to shop at the websites which they have shopped before and consider it as
trustworthy. He concluded that as customer loyalty depends on the website security, taking
measures to improve the perceived security of the website in turn increases the customer trust
and customer loyalty.
S. Srinivasan (2004), found out that customer trust is an important aspect in the success of an
e-business. The two factors that mainly influence the success of e-business includes the trust
people place in the online business and how secure they feel in conducting transactions on the
business. Trust is developed over time. He concluded that as people trust a business based on
their past experiences as well as by recommendation of others adequate measures must be
taken to build and maintain customer trust
Ing-Long Wu (2012), found out that complaint behaviors are critical to maintain customer
loyalty in an online market. It provides insight to into the customer’s experience of service
failure and helps to redress the failures. The importance of trust in developing a psychological
state with good or negative feeling about e-vendors cannot be overstated. Justice, technology
and trust are the three most pressing challenges. This study presents a research approach to
examine complaint intentions by combining these issues. Trust and technology based features
are important to determine the two target variables.
Hannah R. Mariott, Michael D. Williams (2018), developed a theoretical model to examine

multi-faceted risk and trust effects on consumer adoption intention. Empirical results
demonstrate many risk perceptions as well as trust as the effects may vary on consumer’s m-
shopping intention. They found out that financial, psychological and performance risks are
the most important concerns among consumers and that trust enhancements must become
first and foremost concern for practitioners to reduce risk perceptions and encourage m-
shopping behavior.
Fereshte Rasty, Seyyed Habibollah Mirghafoori (2021), identified 18 barriers affecting

trust in online shopping and were prioritized through the combination of FMEA, entropy and
VIKOR methods in an intuitionistic fuzzy environment. They found out that the most
important trust barriers includes privacy risk, lack of feel and touch associated with online
purchases and social risk. In order to increase customer trust marketing managers should
focus on improving and promoting the infrastructure security of their online shopping sites
and also by presenting satisfied consumer’s testimonials.
Lu Yaobin, Zhou Tao (2007), identified Chinese consumer’s attitude and initial trust in
online stores in China. They found out that the challenges faced by companies who have built
online stores on the Internet are to attract new visitors and to establish their initial trust in
their online stores. Online stores should always focus on the security of websites and take all
possible measures including advanced technologies and strict rules to protect consumer’s
privacy and financial information.
Sonja Grabner, Kraeuter (2002), analyzed the role of consumer trust as a foundation for the
diffusion and acceptance of electronic commerce. Starting from a functional perspective, trust
is seen as distinct but potentially coexisting mechanism for reducing
the uncertainty and complexity of transactions and relationships in electronic markets. They
concluded by describing and categorizing different activities and instruments that internet
firms can use to establish and maintain trust.
Umama Nasrin Haque, Rabin Mazumder (2020), found out that customer loyalty is
primarily achieved by satisfying customers’ expectations. In online shopping, since the
products are intangible, it is important to build trust among the customers. This study
attempts to study the relationship between customer loyalty and customer trust in online
shopping since trust is the glue that holds customer relationship together in the current
competitive market. The result of this study gives the idea that trust of the customer acts as a
mediating factor which enhances the loyalty of customer in regard to the further purchase and
consumption of the particular product or service in the online environment.
Abetare Prebreza, Blerona Shala (2021), found that consumer trust with online shopping
is directly dependent on a few factors. There is a constant dilemma in the market related to
the question, which online shopping determinants affect the customer trust. This paper deals
with the analysis of customer satisfaction, with the aim of utilizing the empirical research on
the Kosovo market in Covid-19 period in order to determine the connection between
customer trust and certain determinants of online shopping.
Kai H Lim, Choon Ling Sia, Matthew Ko Lee, Izak Benbasat (2006), investigated the
effectiveness of various trust-building strategies to influence actual buying behavior in online
shopping environments. They try to develop a model of how trust building strategies could
affect trust and the consequences of trust.
Olusoji James George, A Olufemi, O Lasisi Jubril, O Lucas (2015), attempted to examine
and investigate online shopping in Nigeria considering perceived risk and trust among online
shoppers and online vendors. Trust in the internet world can be influenced by perception of
the vendors. This study emphasis on consumer trust in online vendors rather than trust in
infrastructure. Findings reveals that the presence of perceived risk negatively affects trust in
online shopping and that usefulness of online shopping has a positive effect on actual usage
of online shopping.
Jamin Lee, Do- Hyung Park, Ingoo Han (2011), found out that online consumer reviews
(OCR) are more influenced by trust in online shopping malls than OEAs. When
the trust in online shopping malls is high, consumers’ purchase intentions influenced by
OCRs are more favorable than those influenced by OEAs. This study is an initial consumer
endorsement research that uses OCRs to extend the trust transfer theory and extends the
interpersonal online trust perspective.
Nadiah Binti Tasin (2017), examined factors affecting consumer trust in Malaysia as well as
to investigate the relationship between trust and purchasing decision. Researcher found out
that trust in online shopping is built on information quality, online consumer review and site
quality. It was also found that trust contributes to the online purchasing decision.
Nikolas Pappas (2016), found out the interrelationship between perceived risk factors, the
marketing impacts, and their influence on product and web-vendor consumer trust. The
findings reveal the associations between Internet perceived risks and the relatively equal
influence of product and e-channel risks in consumers’ trust, and that online purchasing
intentions are equally influenced by product and e-channel consumer trust.
Baljeet Kaur, Sushila Madan (2013), found out the factors influencing the trust and
subsequently the willingness of the Indian consumer to buy online. Consumers are bothered
about the product quality, credit card frauds, availability of returns, product delivery, security
and privacy of their information. Therefore trust plays a significant role as it is the most
important factor for any exchange to take place. The factors attributing to the trust by an
Indian consumer is very different as compared to the trust factors exhibited by the consumers
of a developed economy.
Plavini Punyatoya (2018), proposed that consumer trust in an online retailer has two
principal forms; they are cognitive trust and affective trust. The study examined various
factors influencing the development of each form of customer online trust and the subsequent
effect on customer satisfaction and loyalty intention. The researcher found out the multi-
dimensional nature of consumer trust in online retailing context. Cognitive trust and affective
trust are found to mediate the relationship between perceived website quality, security and
privacy policy, prior interaction experience, perceived e-tailer reputation and shared value
and customer satisfaction.
David Gefen, Elena Karahanna, Detmar W. Straub (2003), found out that a separate and
distinct interactions with both the actual e-vendor and with its IT Web site interface is the
heart of online shopping. Online purchase intentions are the product of both consumer
assessments of the IT itself, specifically its perceived usefulness and ease-of- use (TAM) and trust in
the e-vendor. They found out that trust is important to online commerce along with other factors. The
study provides evidence that online trust is built through a belief that the vendor has nothing to gain by
cheating and there are safety mechanism built into the website.
Anand Thakur, Rupinderdeep Kaur (2017), found out that lack of trust is the biggest
obstacle to the success of online shopping. The study focus on the relationship of trust
antecedents with customer trust and customer trust with online shopping activities conducted
in Punjab. They found that knowledge and privacy protection did not have a significant
relationship with customer trust. The results revealed that security protection, perceived risk,
and perceived benefits are important antecedents for building trust among the consumers
towards online shopping. Consumer trust has a significant relationship with online shopping
activities.
END NOTES
 Abetare Prebreza, B. S. (2021). The trust in online shopping during Covid-19: Case study from
Kosovo. Open Access Library journal, 1-15.
 Anand Thakur, R. K. (2017). An empirical study on consumer trust in online shopping in

Punjab. Indian journal of marketing, 47-59.
 Baljeet Kaur, S. M. (2013). Factors influencing trust in online shopping: an Indian

consumer's perspective. European journal of business and management, 132-138.
 David Gefen, E. K. (2003). Trust and TAM in online shopping: An integrated model. MIS
Quarterly, 51-90.
 Fereshte Rasty, S. H. (2021). Trust barriers to online shopping: Investigating and prioritizing
trust barriers in an intuitionistic fuzzy environment.
 Hannah R Marriott, M. D. (2018). Exploring consumers perceived risk and trust for mobile
shopping: A theoretical framework and empirical study. Journal of retailing and consumer
services 42, 133-146.
 Jamin Lee, D. H. (2011). The different effects of online consumer reviews on consumers'
purchase intentions depending on trust in online shopping malls: An advertising perspective.
187-206.
 Kai H Lim, C. L. (2006). Do I trust you online, and if so, will i buy? An empirical study of two
trust- building strategies. Journal of management information systems, 233-266.
 Lu Yaobin, Z. T. (2007). A research of consumer's initial trust in online stores in China.

Journal of research and practice in information technology, 167-180.
 Marios Koufaris, W. H. (2002). customer trust online: examining the role of the experience with
the web-site.
 Olusoji James George, A. O. (2015). Risk and trust in online shopping: experience from
Nigeria. International journal of African and Asian studies, 71-77.
 Ozguven, N. (2011). Analysis of the relationship between perceived security and customer trust
and loyalty in online shopping. chinese business review.
 Pappas, N. (2016). Marketing strategies, perceived risks, and consumer trust in online buying
behaviour. Journal of retailing and consumer services, 92-103.
 Paulo Duarte, S. S. (2018). how convenient is it? Delivering online shopping convenience to
enhance customer satisfaction and encourage e-Wom. journal of retailing andconsumer services,
161-169.
 Punyatoya, P. (2018). Effects of cognitive and affective trust on online customer behavior.
marketing intelligence and planning, 80-96.
 Sonja Grabner, K. (2002). The role of consumers' trust in online shopping. Journal of business
ethics, 43-50.
 Srinivasan, S. (2004). Role of trust in e-business success. 66-72.
 Tasin, N. B. (2017). Factors influencing customers' trust in online shopping among executives in
a bank. Malaysian journal of social sciences and humanities, 46-59.
 Umama Nasrin Haque, R. M. (2020). A study on the relationship between customer loyalty and
customer trust in online shopping. International journal of online marketing, 1-16.
 Wu, I.-L. (2012). The antecedents of customer satisfaction and its link to complaint intentions in
online shopping: An integration of justice, technology and trust. International journal of
information management, 166-176.
THEORATICAL FRAMEWORK
MARKET
Market is a place where people come together to facilitate the exchange of goods and
services. The parties involved are buyers and sellers. It facilitate trade and enable the
distribution and allocation of resources of the society. The market may be physical like face-
to-face or virtual market like an online market or e-retailer where there is no direct physical
contact between two parties.
In marketing, the term market means “group of consumers or organizations that is

interested in the product, has the resources to buy the product and is permitted by law
and other regulations to acquire the product”.
The price of goods and services are determined by market demand and supply. Supply is
created by sellers where demand is created by buyers. In equilibrium the quantity of goods
supplied by consumers equals the quantity demanded by consumers.
MARKETING
Goods and services are created through the process of production and they are transferred to
the consumers through the process of distribution. All the activities which are necessary to
facilitate the flow of goods and services from producers to consumers constitute marketing.
Marketing includes total of all activities involved in the creation of place, time and possession
utilities. Marketing refers to all those activities a company does to promote and sell their
products or services to consumers.it includes advertising, selling and delivering products to
consumers or other businesses. It is the process of exploring, creating and delivering value to
satisfy the needs of a target market in terms of goods and services. It begins with selecting
target customers and understanding their needs and wants.
According to Dr. Philip Kotler, “Marketing is the social and managerial process by
which individuals and groups to obtain what they need and want through creating and
exchanging products and values with others”.
According to American Marketing Association (AMA) Board of Directors, “Marketing

is the activity, set of institutions, and processes for creating, communicating, delivering,
and exchanging offerings that have value for customers, clients, partners, and society at
large”.
According to William J. Stanton, “Marketing is a total system of interacting business

activities designed to plan, price, promote and distribute want satisfying goods and
services to the present and potential customers”.
According to Peter Drucker, “Marketing is not only much broader than selling; it is not
a specialized activity at all. It encompasses the entire business. It is the whole business
seen from the point of view of the final result, that is, from the customer’s point of view.
Concern and responsibility for marketing must therefore permeate all areas of the
enterprise”.
MARKETING FUNCTIONS
There are seven marketing functions. Each of these functions have its own roles. All these
functions are important since each of them represents a category of activities that occur in
marketing. These functions help in understanding the purpose of marketing strategies,
processes and tools. Marketing functions includes;
Promotion- promotion involves informing the customers about your product through various
channels. Promotional strategies should be well planned as they can make or break a brand.
Pricing – it is one of the most important functions of marketing. It is also one of the most
complex decisions to make. It is the process by which a business sets the price at which it
will sell its products and services. Pricing plays a significant role in deciding the perception
of your offering in people’s mind.
Distribution – distribution is the process of transporting company’s products or services to

customers. Distribution is a function of marketing that requires collaboration across
departments to ensure that each product reaches consumers in its intended fashion.
Financing- it is a marketing function that involves securing funding either internally or

externally, to create marketing campaigns. It is important for marketing teams to secure
enough availability in their annual budget to improve previous marketing campaigns and
remain updated with industry trends.
Product management- it includes development, design and improvement of products or

services. The role of a marketer in product management is to ensure that a finished product
meets customer needs.
Marketing information and management- it includes collecting and storing relevant data
which includes customer preferences and demographics. This data directly relates to target
audience for the products and services.
Selling – it is a function of marketing that comprises communicating with potential

customers and pursuing sales leads. Effective selling techniques helps you to distinguish your
brand from the competitors.
MARKETING MIX
As part of a comprehensive marketing plan, a marketing mix encompasses numerous areas of

concentration. The term is frequently used to indicate the four Ps of marketing: product,
price, placement, and promotion.
Instead of focusing on a single message, effective marketing covers a wide range of topics.
This allows marketers to reach a larger audience, and keeping the four Ps in mind allows
them to stay focused on the most important aspects of their jobs. When it comes to launching
new products or revising old ones, focusing on the marketing mix can help companies make
smart decisions.
E. Jerome McCarthy, a marketing professor and author, initially proposed the four Ps
classification for establishing an efficient marketing plan in 1960. Marketing managers may
approach each of the four Ps differently depending on the industry and the marketing plan's
goal. Each element can be analyzed separately, but in fact, they are usually interdependent.
Product- This refers to a product or service that is designed to meet the needs and desires of
customers. To effectively promote a product or service, it's critical to figure out what sets it
apart from the competition. It's also crucial to figure out if additional items or services may
be sold alongside it.
Price- The product's sale price represents how much customers are willing to pay. Costs
associated with Research & development activities, manufacturing, marketing, and
distribution must be considered by marketing professionals, which is referred to as cost- based

pricing. Value-based pricing is defined as price that is based primarily on the quality or value
that customers perceive.
Placement- The type of product sold is important to consider when determining areas of
distribution. Basic consumer products, such as paper goods, often are readily available in
many stores. Premium consumer products, however, typically are available only in select
stores. Another consideration is whether to place a product in a physical store, online, or
both.
Promotion-A promotional mix is another term for joint marketing activities. Advertising,
sales promotion, personal selling, and public relations are examples of possible activities. The
funding allocated to the marketing mix should be a major factor. When seeking to reach their
target audience, marketing professionals carefully craft a message that typically contains
elements from the other three Ps. Determining the proper media for communicating the
information, as well as deciding on the frequency of communication, are crucial.
In addition to these, four more Ps are introduced. They are package, pace, politics and people.
ELECTRONIC COMMERCE (E-COMMERCE)
E-Commerce refers to a business model that enable an individual or a firm to conduct

business over an electronic network. It is buying and selling of products and services over the
internet. E-Commerce is an advanced form of mail order business. Almost all products and
services can be bought and sold through E-Commerce. Business operations occur either as
business to business (B2B), business to consumer (B2C), consumer to business (C2B), or
consumer to consumer (C2C). It can be conducted over computers, smartphones and other
smart devices.
“E-Commerce is sharing business information, maintaining business relationships and

conducting business transactions by means of telecommunication networks”.
“E-Commerce describes the buying and selling of products, services and information
via computer networks including the internet”.
E-TAIL (ELECTRONIC RETAILING)
E-Tailing is the subset of E-Commerce. E-Tailing is the sale of goods and services through
internet. It requires companies to tailor their business model to capture internet sales, which
includes building out distribution channels such as warehouses, internet webpages and
product shipping centers. It is the practice of selling retail goods on the internet.
CONSUMER
The term ‘consumer’ refers to the person who buys goods and services for his personal
consumption. A consumer is a person or a group who intends to order or uses purchased
goods, products or services primarily for personal, social, family, household and similar
needs, not directly related to business activities. They are the end users in the distribution
chain of goods and services. They do not sell the item they have bought for consumption.
CONSUMER BEHAVIOUR
Consumer behavior is the behavior of a person as a consumer. It includes the study of what
the consumers buy, why they buy it, how they buy it, where they buy it, when they buy it,
how often they buy it. It also includes how the consumer’s emotions, attitudes and
preferences affect buying behavior.
According to American Marketing Association, consumer behavior can be defined as “the

dynamic interaction of affect and cognition, behavior, and environmental events by
which human beings conduct the exchange aspects of their lives”.
According to Moven, “It is the study of decision-making units and the process involved in
acquiring, consuming and disposing of goods, services, experiences and ideas”.
According to Schiffman and Kanuk, “It is the behavior that consumers display in
searching for, purchasing, using, evaluating and disposing of products, services and
ideas that they expect will satisfy their needs”.
Figure 3.1
Consumer behavior is influenced by factors like psychological, social, cultural, personal, and
economical.
Figure 3.2
Market is highly fluctuating. In order to sustain in the highly competitive market, sellers
should have a complete knowledge about the needs and wants of customers. Products and
services are designed after studying the consumer buying behavior. All marketing strategies
are developed on the basis of the buying behavior of consumers.
TYPES OF BUYING BEHAVIOR
Consumer’s buying behavior varies with the type of products purchased by them. Henry
Assacl has identified four types of buying behavior;
Figure 3.3
CONSUMER BUYING PROCESS
Consumer buying process consists of six process which enable him to take purchasing
decision. It includes;
Problem recognition-This is the first stage in consumer buying process. It includes

identifying the needs and wants of target consumer. For initiating buying process there
should be a problem or need.
Information search-In this process consumer collects information about the problem
recognized both internally and externally.
Evaluation of alternatives-In this stage consumer evaluates all the available alternatives of
products and brand options on a scale of particular attributes. Here alternatives are evaluated
on the basis of functional and psychological benefits they offer.
Purchase decision-In this stage consumer intends to buy the most preferred brand or product
which satisfy his needs in the best possible way.
Purchase-In this stage actual purchase takes place
Post purchase evaluation-As this is the final stage of consumer buying process, consumer
evaluates whether he is satisfied or dissatisfied with the purchase.
Figure 3.4
CONSUMER PREFERENCE
Consumer preference is described as an individual's subjective tastes as measured by their
pleasure with things purchased after they have been purchased. Utility is a term used to
describe this feeling of fulfillment. How consumer utility compares between different things
can be used to estimate consumer worth.
There is opportunity cost for buying a particular good. Therefore Consumer preferences can
be quantified by comparing their happiness with a certain item to the opportunity cost of that
item, because when you buy one item, you lose the chance to acquire another.
Each individual has a set of preference which varies from person to person. Consumer
preference is mainly influenced on factors like individual taste, budget, culture, education and
many other factors. The objective of consumer is to choose a bundle of goods which provides
maximum level of satisfaction to him.
CUSTOMER TRUST
Trust is the belief in someone or something. In order to sustain in the competitive

market, delivering better and quality services is important as it helps in customer retention.
Customers will make repeat purchases from company only if they
provide excellent customer service. Therefore building customer trust is important in order to
retain loyal customers. Customer trust is the trust of a customer towards business. It is the
belief of customers that companies will do what they say and will not deliberately harm
consumers. It is the foundation of every successful business. Trust is the glue that bonds a
customer to a brand. Customer trust is earned over time through constant interactions with the
consumers. Gaining customer trust is important as it increases goodwill of the company. In
the technologically advancing world of business customer trust matters the most as customer
share their personal data with business apart from spending money. They share their personal
data and information in order to experience more personalized customer services in the belief
that companies won’t misuse these data. If firms succeed in building customer trust it not
only increases their profit margin but also create loyal customers.
WAYS TO BUILD CUSTOMER TRUST
Telling your story- The first step in building customer trust is briefly explaining the
company’s history, expertise and awards earned to the customers. If they love the approach,
values and authenticity of business they will be naturally drawn to it. In order to share firm’s
view you can conduct campaigns. By conducting creative and socially relevant campaign
company can easily gain customer’s attention.
Be honest and transparent- The most important way to gain customer trust is being honest
and open about your products and services and what customers can expect from you as a
company. To earn customer’s trust you must provide all the necessary information to the
customers which they demand.
Know your target audience- To build trust it is important to understand the needs and wants
of customers and develop products to satisfy their needs. It is also important to provide added
values to customers to attract them. Customer is the king of market. Therefore deep
understanding of his needs is necessary.
Share reviews-Most of the customers go through reviews before purchasing a product. They
trust the experience of others over the claims of the company. Reviews helps in creating a
strong and immediate impression of a company’s goods and their customer service
credentials.
Create and share video testimonials- Video testimonials are powerful medium to
demonstrate the worthiness of a product or service. Customers can be easily attracted and
persuaded in to purchasing your company’s product through video testimonials.
Put a face to the name- In an effort to make customers feel connected to the company, it is
useful to show them the team behind the products. That is how you can build empathy and
rapport on a human scale.
Offer great customer service- Offering a great customer service is important to crate loyalty
and trust towards your product and company. Customers should be provided with
professional, personal and efficient services. If the company succeed in providing services
above their expectations then there is a higher chance of customers coming back to company.
Build a reputation- Warren Buffet said, “It takes 20 years to build a reputation and five
minutes to ruin it”. Reputation can be built by supplying great products, providing faultless
customer service and training employees to the highest standard.
Share best practices- By providing useful tips and best practice about how to get the most
out of your product will definitely increase customer’s understanding of product and services.
An explainer video is a great way to share the knowledge on a product and it attracts the
customers.
Be contactable- The contact page of a company is the first point of contact with their
customers. As a result, it's almost certain to be one of the most frequented pages on any
website. Improving the conversion rate of your contact page can help your business, and
adding a human touch to the process can help convert hesitant buyers into ardent supporters.
Build social proof- Customer case studies providing a detailed solution and how it helped
customers are really a great way to build customer trust. It also make a good impression
among customers and also shows how expertise the company is in dealing with its customers.
CHAPTER III
COMPANY PROFILE -
MEESHO
Meesho is an Indian social e-commerce company situated in Bengaluru, Karnataka, India.
Vidit Aatrey and Sanjeev Barnwal launched it in December 2015.Meesho is the abbreviated
form for ‘My E-shop’. It is an online platform where users can purchase and resell the
products provided by the organization. It is now a part of WhatsApp business with the
catalogue feature. It is available for download from both the Google play store and Ios app
store, which allows anyone to establish a business with zero investment. This app is one of
the India’s most popular social commerce platforms, allowing anyone to launch an online
business. In June 2019, Meesho became the first Indian startup to obtain funding from
Facebook. It employs over 750 people. According to the reports Meesho is the most
downloaded app on Play store for July 2021. In April 2021, Meesho raised $300 million led
by Soft Bank Vision Fund giving it a valuation of $2.1Billion. Its tagline says, “Not just a
homemaker, a Meesho entrepreneur”. Meesho claims that their platform has connected them
with more than 13 million entrepreneurs. Women make up the vast majority of business
owners. Meesho is India's largest and most reliable platform for Resellers that sell things
online via WhatsApp and Facebook. Meesho is trusted by over 50,000 resellers and helps
them expand their online business by supplying hit items at low costs with excellent quality
and a simple return policy. All around India, they deliver to your doorstep. Payment Options
are available in both online and cash on delivery. Meesho has helped thousands of people
earn a living over the last two years by making it easier for them to establish and expand their
online reselling businesses. Meesho has strict quality controls in place to ensure that only
high-quality vendors are on boarded. They have a simple return and exchange policy in case
the product quality isn't up to par. In addition, the team actively solicits user input on product
quality and after-sales service. On the Product Details page, you can also see this feedback in
the form of Ratings & Reviews. Meesho's quality control method is improved as a result of
this feedback, and low-quality vendors are eliminated. On the supply side, the corporation is
also experimenting with new categories. For example, in the case of travel packages, resellers
are attempting to sell travel packages to end users. Currently, the majority of them are
women's and children's clothing, but Meesho is experimenting with travel, FMCG, and
beauty, among other things. So far, Amazon Web Services (AWS) has met the company's
cloud server needs, and the company's expansion into new categories is likewise based on
this infrastructure.
Meesho's resale concept is similar to that of a personal shopper. Customers purchase products
straight from e-commerce sites such as Flipkart or Amazon. A reseller model, on the other
hand, adds a third party between the platform and the consumer. A product will be shared
with the reseller's network via WhatsApp or Instagram. If a customer wishes to place an
order, they may do so after adding their margin, and Meesho will deliver the product directly
to the customer. The supplier saves money on marketing and shipping, the reseller gains
money from their markup on each product, and Meesho receives a commission from the
provider. Resellers aren't Meesho's sole competitive advantage over Amazon and Flipkart.
Another secret sauce of Meesho is the creation of an easy-to-use platform, similar to
WhatsApp. Their goal was to create something as simple as WhatsApp. In fact, the first few
versions of the app were designed to seem extremely similar to WhatsApp's User experience
in order to familiarize users with the service when they went online. As transactions
increased, Meesho's income nearly tripled to 307 crore in the fiscal year ended March 2020.
However, losses increased threefold to 315.4 crore, owing to higher logistics and fulfilment
expenses. The bottom line will seem healthier when economies of scale kick in.
The success of Meesho, as well as the market's potential, has attracted some notable
investors. Soft Bank, for example, is investing in Meesho for the third time in India's e-
commerce market, following Snapdeal and Flipkart. Vidit and Sanjeev have developed a
sophisticated understanding of the Indian market and have built a platform to service the next
500 million internet shoppers. They are connecting more than 50 million SMEs to the internet
while also supporting women businesses. Meesho's success can be attributed to Facebook
India. Meesho has been effective in providing a platform for small firms and entrepreneurs to
increase sales outside of urban areas. Fashion, beauty, furnishings, and home appliances are
among Meesho's unbranded and long-tail sectors. As a result, a shift into grocery seemed
inevitable, despite the fact that the circumstances were far from perfect.
INDUSTRY PROFILE
FLIPKART
Flipkart is an Indian e-commerce firm based in Bengaluru, Karnataka, India and registered as
a private limited company in Singapore. Sachin Bansal and Binny Bansal, both IIT Delhi
alumni and former Amazon workers, discovered it in October 2007. Before expanding into
other product categories such as consumer electronics, fashion, home goods, groceries, and
lifestyle products, the company initially focused on online book sales. Flipkart gradually
gained traction, and by 2008, it was receiving 100 orders each day. Flipkart bought WeRead,
a social book discovery service based in Bangalore, from Lulu.com in 2010. Walmart
purchased a 77 percent controlling stake in Flipkart for $16 billion in August 2018, valuing
the company at roughly $ 20 billion. It employs around 30,000 people. It’s curred CEO is
Kalyan Krishnamurthy. According to reports, Flipkart’s estimated revenue is U.S. $5.8
billion for the financial year 2019 (ie, R.S. 43,615 Crore).
AMAZON
Amazon.com, Inc. is an e-commerce, cloud computing, digital streaming, and artificial

intelligence-focused American multinational technology firm. It has been called "one of the
world's most powerful economic and cultural forces," as well as the world's most valuable
brand. Along with Google (Alphabet Inc.), Apple, Meta (Facebook), and Microsoft, it is one
of the Big Five American information technology corporations. On July 5, 1994, Jeff Bezos
launched Amazon in his garage in Bellevue, Washington. Originally a book-selling website,
it has since expanded into a wide range of other categories, earning it the moniker "The
Everything Store." Amazon Web Services (cloud computing), Zoox (autonomous vehicles),
Kuiper Systems (satellite Internet), and Amazon Lab126 are among its subsidiaries (computer
hardware R&D). According to revenue and market share, it is the world's largest Internet
Corporation, online
marketplace, AI assistant provider, cloud computing platform, and live-streaming service in
2021. Outside of China, it eclipsed Walmart as the world's largest retailer in 2021, owing in
large part to Amazon Prime, a paid subscription service with over 200 million subscribers
globally. In the United States, it is the second-largest private employer.
MYNTRA
Myntra is a well-known Indian fashion e-commerce startup based in Bengaluru, Karnataka.

The business began in 2007 with the goal of selling customized gifts. Flipkart purchased
Myntra.com in May 2014. Myntra was founded by Mukesh Bansal, Ashutosh Lawania, and
Vineet Saxena to sell personalized gifts on demand. During its early years, it mostly worked
on a B2B (business-to-business) model. Customers could personalize T-shirts, mugs, mouse
pads, and other items on the site between 2007 and 2010. Myntra shifted away from
customization in 2011 and began selling fashion and leisure products. By 2012, Myntra has
350 Indian and international brands to choose from. Fastrack Watches and Being Human
were launched on the website. Flipkart bought Myntra for 2,000 crore (US$270 million) in a
deal that closed in 2014. Two major common shareholders, Tiger Global and Accel Partners,
were influential in the purchase. Myntra operates and functions independently. Under
Flipkart's ownership, Myntra continues to operate as a separate brand, focused on "fashion-
conscious" customers.
NYKAA
Nykaa is an Indian e-commerce startup based in Mumbai and started by Falguni Nayar in
2012. It provides beauty, wellness, and fashion products online, on mobile apps, and in 76
physical locations. It was the first unicorn business in India to be led by a woman in 2020.
Nykaa distributes products that are made both in India and around the world. The company
transitioned from an online-only to an Omni channel model in 2015, and began selling things
other than beauty. As of 2020 it retails over 2,000 brands and 200,000 products across its
channels. Nykaa has raised money through numerous rounds of fundraising since 2012. It
raised 100 crore (US$13 million) from Steadview Capital in March 2020, making it a unicorn
startup worth 85 billion rupees (US$1.1 billion). Fidelity Investments, a worldwide asset
management organization, invested in the company in November 2020 after purchasing
shares from an existing equity investor. Nykaa went public on the NSE and BSE on
November 10, 2021, with an opening day price increase of 89.2 percent, valuing the firm
at over US$13 billion. Falguni Nayar, the company's founder, became India's wealthiest
self-made female billionaire with a 53.5 percent share.
SNAPDEAL
Snapdeal is a New Delhi-based Indian e-commerce firm. Kunal Bahl and Rohit Bansal, both
Wharton School and IIT Delhi alumni, started the company in February 2010. Snapdeal has
evolved into one of India's most popular online marketplaces. Snapdeal is concentrating its
efforts on the value ecommerce industry, which is three times larger than the branded
products sector. Snapdeal sellers offer high-quality (local / regional / seller branded) items
that provides clients with good value for money, akin to what would be sold in city markets
and high streets. The majority of products sold by
Snapdeal's over 500,000 independent sellers are in the fashion, home, and general commerce
categories. Snapdeal is used by buyers from around 3,700 towns across India, accounting for
92 percent of the country's total 4,000 towns and cities. Snapdeal is a member of the
International Trademark Association (INTA), a global organization with over 7200 members
in 187 countries dedicated to promoting intellectual property protection on online
marketplaces. According to the reports its net worth for the financial year 2019 is R.S. 925
crore (US$120 million).
AJIO
Ajio is a newly developed app by the business tycoon Mukesh Ambani. This app was created
as an online shopping app backed by the popular Reliance family's confidence and assurance.
For all fashionistas in India, this e-commerce platform is a one-stop destination. Ajio was
first introduced to the world on April 1, 2016, at the Lakme Fashion Week, with its
headquarters in Bengaluru, Karnataka, India. Reliance Industries' first foray into e-commerce
was Ajio. They launched the app with a diverse selection of apparel, footwear, and
accessories. AJIO, like Amazon and Flipkart, is now one of India's most popular e-commerce
firms. AJIO.com is a shopping gateway that allows you to purchase from the comfort of your
own home. It's also accessible as an Android and iOS app. According to reports, it has more
than $750 million sales.
EBAY
eBay Inc., based in San Jose, California, is an American global e-commerce organisation that
enables consumer-to-consumer and business-to-consumer sales through its website. Pierre
Omidyar launched eBay in 1995, and it quickly became a renowned dot-com success storey.
As of 2019, eBay is a multibillion-dollar company with operations in around 32 countries.
The corporation runs the eBay website, which is an online auction and shopping platform
where people and businesses from all over the world can buy and sell a wide range of goods
and services. Buyers can access the site for free, but sellers must pay to list products once a
certain number of free listings have been used, and then again when those items are sold. In
addition to the original auction-style sales, eBay has grown and changed to include instant
‘buy it now’ option. As per reports its current net income amount to 5.7 million US dollars.
TATA CLIQ
Tata CLiQ is an Indian e-commerce firm headquartered in Mumbai. Tata Digital Limited, of
Tata Group Company, owns it. Electronics, Fashion, Footwear, and Accessories are some of
the categories in which TataCLiQ works. Tata CLiQ, the e- commerce platform of the Tata
Group, has recently launched Tata CLiQ Luxury & Premium, a premium and luxury apparel
and leisure destination. It houses a wide choice of luxury and bridge-to-luxury brands' clothes
and accessories for men and women. On May 27, 2016, Tata CLiQ was released. It teamed
with Genesis Luxury Fashion on selling worldwide luxury labels and Adobe for digital
shopping. Tata CLiQ Luxury, a luxury apparel and leisure brand, was launched in December
2016. TataCLiQ's marketplace model is omni-channel.
PEPPERFRY
Pepperfry is an Indian online furniture and home décor marketplace. It is India's largest and
most popular online furniture shop. They mostly deal with furniture, lighting, and lamps, as
well as kitchen appliances, housekeeping and bath equipment, and eating. Trendsutra
Platform Services Private Limited is the parent company of the company, which is based in
Mumbai, Maharashtra. Ambareesh Murty and Ashish, both former eBay executives, founded
Pepperfry in Mumbai in 2012. Peppers, which in India signifies "masala," inspired the name.
Peppers and spices abound in India. The word pepper imbues the business with an
authentically Indian flavour and connects it to India's heritage. Another authentic Indian
cooking term is 'fry’. The name itself indicates that company is an Indian origin. When a
consumer orders a product, it is delivered from the seller to a nearby Pepperfry Warehouse,
where the product's quality is demonstrated. The goods is then placed and shipped to the
purchaser. In 2014, the company built its first offline store in Mumbai, and by 2019, it had
expanded to over 70 locations across 29 Indian cities. Bengaluru, Jodhpur, Mumbai, and
Delhi are the locations of the company's four warehouses. Pepperfry entered the home interior
market in 2020, teaming with companies such as Hettich, Bosch, Siemens, Kajaria, and
Gyproc, among others. Over the course of eight investment rounds, the company has raised a
total of $240.5 million. Its tagline says ‘Happy furniture to you’.
LIMEROAD
Limeroad is an Indian online marketplace, owned by A. M. Marketplaces Pvt Ltd. The

company is based in Gurugram, Haryana. It is the first social shopping platform for women in
India. It sells women's, men's, and children's apparel and accessories. Users can utilise the
portal's items to create their own style on a virtual scrapbook, and they can also make money
from the scrapbooks they produce. Suchi Mohan, Manish Saksena, and Ankush Mehra started
Limeroad in 2012 as a female-focused apparel marketplace. Grand Trunk Road was the
inspiration for the company's name. In 2012, Matrix Partners and Lightspeed Venture
Partners invested $5 million in the company, followed by a $15 million Series B round in
2014 and a $30 million Series C round in 2015 from Tiger Global, Lightspeed Venture
Partners, and Matrix Partners. Limeroad partnered with the M.P. Laghu Udyog Nigam
(MPLUN) of the Madhya Pradesh government in 2016 to market handloom and handicraft
products online in India. Limeroad competes with Amazon, Flipkart, Snapdeal, Myntra,
Jabong, Roposo, Wooplr, and Voonik, among others.
CHAPTER IV
DATA ANALYSIS & INTERPRETATION

Table 4.1 showing Gender wise classification
Gender Number Percentage
Male 23 28.75
Female 57 71.25
Other 0 0
Total 80 100
(Source: primary data)
From the above table, it can be found out that there are 80 respondents in total in which
28.75% of respondents are Male and 71.25% are female. Majority of the respondents are
female.
Figure 4.1 showing Gender wise classification
GENDER
Male Female Other
0%
28.75%
71.25%
Table 4.2 showing Family Income
Family income Number Percentage
Below 10000 12 15
10000-20000 18 21.3
20000-30000 34 42.5
above 30000 16 21.3
Total 80 100
Table 4.2 shows the family income of the respondents. 15% of the respondents come
below 10000, whereas 21.3% of respondents have income between 10000 and 20000.
Majority of the respondents falls under the category 20000-30000 constituting 42.5% of total.
21.3% of respondents have family income above30000.
Figure 4.2 showing Family Income

Table 4.3 showing preference for online shopping than traditional
shopping
Response Number of respondents Percentage
Yes 66 82.50
No 14 17.50
Total 80 100
Table 4.3 shows the number of respondents who prefers online shopping over traditional
shopping. Out of 80 respondents 66 of them prefer online shopping while 14 of them prefer
traditional shopping. It is clear from the table that majority of them choose online shopping.
Figure 4.3 showing preference for online shopping than traditional

shopping
70 66
60
50
40
30
20
14
10
82.50% 17.50%
0
Number of respondents Percentage
Yes No
Table 4.4 showing number of respondents familiar with Meesho app
Yes 75 93.75
No 5 6.25
Total 80 100
Table 4.4 shows the number of respondents who are familiar with Meesho app. Majority of
the respondents are familiar with Meesho app constituting 93.75% of the total responses
while only 6.25% of the respondents are not familiar with it. From the table it is clear that
Meesho is indeed a popular online shopping app.
Figure 4.4 showing number and percentage of respondents familiar with

Meesho app
Table 4.5 showing the frequency of using Meesho app
Once in a month 60 75
Twice in a month 14 17.5
More than 2 times a month 6 7.5
Total 80 100
The table 4.5 shows the frequency of using Meesho app. 75% of the respondents use
Meesho once in a month while 17.5% use it twice in a month. Only 7.5% of respondents use
Meesho app more than two times in a month.
Figure 4.5 showing the frequency of using Meesho app

Table 4.6 showing number of respondents agreeing whether Meesho is
affordable or not
Strongly Disagree 3 3.75
Disagree 1 1.25
Neutral 13 16.25
Agree 49 61.25
Strongly Agree 14 17.5
Total 80 100
Table 4.6 shows the number of respondents agreeing whether Meesho is affordable or not.
3 people strongly disagree when asked whether Meesho is affordable. 1 person disagree
while 13 respondents gave a neutral response. 49 respondents agreed that Meesho is
affordable where 14 of the total respondents strongly agreed that Meesho is affordable. It is
clear from the table that majority of the respondents agreed that Meesho is affordable.
Figure 4.6 showing number of respondents agreeing whether Meesho is

affordable or not
Table 4.7 showing the number of respondents who get exactly the same
products ordered from Meesho

Disagree 5 6.3
Neutral 20 25
Agree 43 53.8
Total 80 100
Table 4.7 shows the number of respondents who get exactly the same products they
ordered from Meesho. 1.3% of the respondents strongly disagree this while 6.3% of
respondents disagreed when asked whether they get exactly the same products they ordered.
25% of the respondents recorded neutral responses. Majority of the respondents agreed that
they get exact products they ordered, constituting 53.8% of the total responses while 13.7%
of the respondents strongly agreed that they get what they ordered from Meesho.
Figure 4.7 showing the percentage of respondents who get exactly the same
products they ordered from Meesho
Table 4.8 showing whether the respondents are satisfied by the services
provided by Meesho or not

Disagree 0 0
Neutral 20 25
Agree 47 58.8
Strongly Agree 12 15
Total 80 100
The above table shows whether the respondents are satisfied by the services provided by
Meesho or not. Here 1.3% of the total respondents strongly disagree when asked if they are
satisfied by the services provided by Meesho while no one disagreed to it. 25% of the
respondents recorded neutral responses. 58.8% of the total respondents agreed that they are
satisfied by the services provided by Meesho while 15% of the respondents strongly agreed to
it.
Figure 4.8 showing whether the respondents are satisfied by the services
provided by Meesho or not
Table 4.9 showing the number of respondents making profit by reselling
through Meesho

Disagree 13 16.2
Neutral 21 26.3
Agree 28 35
Total 80 100
The above table shows the number of respondents making profit by reselling through
Meesho.7.5% of the total respondents strongly disagreed when asked whether they make
profit by reselling through Meesho while 16.2% disagreed to it. 26.3% of the respondents
marked neutral responses while 35% agreed to it. 15% of the total respondents strongly
agreed that they make profit by reselling through Meesho.
Figure 4.9 showing the number of respondents making profit by reselling

through Meesho
Table 4.10 showing whether respondents get good quality products at lower
cost on Meesho app

Disagree 3 3.8
Neutral 16 20
Agree 44 55
Total 80 100
Table 4.10 shows whether respondents get good quality products at lower cost or not. 1.3%
of the respondents strongly disagreed when they were asked whether they get good quality
products on Meesho or not while 3.8% disagreed to it. 20% of the respondents marked neutral
responses while majority of the respondents agreed that they get good quality products at
lower cost on Meesho constituting 55% of the total respondents. 20% of the respondents
strongly agreed that they get good quality products on Meesho at lower cost.
Figure 4.10 showing whether respondents get good quality products at

lower cost on Meesho app
Table 4.11 showing whether respondents have an impact on their overall
budget after shopping from Meesho
Disagree 4 5
Neutral 21 26.3
Agree 39 48.8
Total 80 100
The table 4.11 shows whether respondents have an impact or not on their overall budget
after shopping from Meesho. 1.3% of the respondents strongly disagreed when asked if
shopping from Meesho have an impact on their overall budget while 5% disagreed to it.
26.3% of the respondents recorded neutral responses. 48.8% of the respondents agreed while
18.8% of the respondents strongly agreed that they have an impact on their overall budget
when shopping from Meesho.
Figure 4.11 showing whether respondents have an impact on their overall

budget after shopping from Meesho
Table 4.12 showing whether respondents have an account on Meesho for
reselling

Disagree 16 20
Neutral 12 15
Agree 29 36.3
Total 80 100
The table 4.12 shows whether the respondents have an account on Meesho for reselling or
not. 13.8% of respondents strongly disagreed when asked whether they have an account on
Meesho for reselling while 20% disagreed to it.15% of the respondents given neutral
responses. 36.3% agreed that they have an account on Meesho for reselling while 15%
strongly agreed to it.
Figure 4.12 showing whether respondents have an account on Meesho for

reselling
Table 4.13 showing the number of respondents who purchase products from
Meesho after reading reviews

Disagree 1 1.3
Neutral 11 13.8
Agree 44 55
Total 80 100
The table 4.13 shows whether the respondents purchase products from Meesho after
reading reviews or not. 2.5% of respondents strongly disagreed when asked whether they
purchase products from Meesho after reading reviews while 1.3% disagreed to it.13.8% of
the respondents given neutral responses. 55% agreed that they purchase products from
Meesho after reading reviews while 27.5% strongly agreed to it.
Figure 4.13 showing the number of respondents who purchase products
from Meesho after reading reviews
Table 4.14 showing the number of respondents who get all kind of products
from Meesho

Disagree 4 5
Neutral 17 21.3
Agree 41 51.2
Total 80 100
Table 4.14 shows the number of respondents who get all kind of products from Meesho.
3.8% of respondents strongly disagreed when asked whether they get all kind of products
from Meesho while 5% disagreed to it.21.3% of the respondents given neutral responses.
51.2% agreed that they get all kind of products from Meesho while 18.8% strongly agreed to
it.
Figure 4.14 showing the number of respondents who get all kind of
products from Meesho
Table 4.15 showing whether shopping from Meesho saves their time or not

Disagree 2 2.5
Neutral 14 17.5
Agree 43 53.8
Total 80 100
Table 4.15 shows whether shopping from Meesho saves the time of respondents or not.
1.3% of respondents strongly disagreed when asked whether shopping from Meesho saves
their time while 2.5% disagreed to it.17.5 % of the respondents gave neutral responses. 53.8%
agreed that they get all kind of products from Meesho while 25% strongly agreed to it. It is
clear from the table that majority of the respondents agreed that shopping from Meesho save
their time than going to physical stores for purchasing.
Figure 4.15 showing whether shopping from Meesho saves their time or not
Table 4.16 showing the number of respondents who recommend Meesho

app to others

Disagree 2 2.5
Neutral 12 15
Agree 47 58.8
Total 80 100
Table 4.16 shows the number of respondents who recommend Meesho app to others. 1.3%
of respondents strongly disagreed when asked if they recommend Meesho app to others while
2.5% disagreed to it.15 % of the respondents gave neutral responses. 58.8% agreed that they
recommend Meesho app to others while 22.5% strongly agreed to it. It is clear from the table
that majority of the respondents agreed that they recommend Meesho app to others.
Figure 4.16 showing the number of respondents who recommend Meesho
app to others
Table 4.17 showing the number of respondents who trust buying Meesho
entrusted products
Disagree 1 1.3
Neutral 23 28.7
Agree 41 51.2
Total 80 100
Table 4.17 shows the number of respondents who trust buying Meesho entrusted products.
1.3% of respondents strongly disagreed when asked if they recommend Meesho app to others
while the other 1.3% also disagreed to it.28.7 % of the respondents gave neutral responses.
51.2% agreed that they recommend Meesho app to others while 17.5% strongly agreed to it.
It is clear from the table that majority of the respondents agreed that they trust buying
Meesho entrusted products.
Figure 4.17 showing the number of respondents who trust buying Meesho
entrusted products
Table 4.18 showing whether respondents save a lot by purchasing through

combo deals

Disagree 3 3.8
Neutral 16 20
Agree 41 51.2
Total 80 100
Table 4.18 shows the number of respondents who save a lot by purchasing through combo
deals. 1.3% of respondents strongly disagreed when asked if they save money by purchasing
through combo deals while 3.8% disagreed to it.20% of the respondents gave neutral
responses. 51.2% agreed that they save a lot by purchasing through Meesho while 23.8%
strongly agreed to it. It is clear from the table that majority of the respondents agreed that
they save a lot of money by buying products having combo deals in Meesho app.
Figure 4.18 showing whether respondents save a lot by purchasing through
combo deals
Table 4.19 showing if respondents always get offers while purchasing

from Meesho

Disagree 2 2.5
Neutral 17 21.3
Agree 42 52.5
Total 80 100
Table 4.19 shows the number of respondents who always get offers while purchasing from
Meesho. 2.5% of respondents strongly disagreed when asked if they always get offers while
purchasing from Meesho while 2.5% disagreed to it.21.3 % of the respondents gave neutral
responses. 52.5% agreed that they always get offers while purchasing from Meesho while
21.3% strongly agreed to it. It is clear from the table that majority of the respondents agreed
that they always get offers while purchasing from Meesho
Figure 4.19 showing if respondents always get offers while purchasing

from Meesho
Table 4.20 showing exchange and return policy in Meesho

Disagree 3 3.75
Neutral 21 26.25
Agree 40 50
Total 80 100
Table 4.20 shows the whether there is exchange and return policy in Meesho. 1.25% of
respondents strongly disagreed when asked if there is exchange and return policy in Meesho
while 3.75% disagreed to it.26.25 % of the respondents gave neutral responses. 50% agreed
that there is exchange and return policy in Meesho while 18.75% strongly agreed to it. It is
clear from the table that majority of the respondents agreed that there is exchange and return
policy in Meesho.
Figure 4.20 showing exchange and return policy in Meesho

Table 4.21 showing if the respondents get refund after cancelling the order
from Meesho
Disagree 2 2.5
Neutral 24 30
Agree 34 42.5
Total 80 100
Table 4.21 shows the whether respondents get refund after cancelling the order from
Meesho. 1.25% of respondents strongly disagreed when asked if they get refund after
cancelling the order from Meesho while 2.5% disagreed to it. 30 % of the respondents gave
neutral responses. 42.5% agreed that they get refund after cancelling their order from Meesho
while 23.75% strongly agreed to it. It is clear from the table that majority of the respondents
agreed that they get refund from Meesho after cancelling their order.
Figure 4.21 showing if the respondents get refund after cancelling the order
from Meesho
Table 4.22 showing if the respondents are satisfied by purchasing from

Meesho

Disagree 0 0
Neutral 18 22.5
Agree 37 46.25
Total 80 100
Table 4.22 shows the whether respondents are satisfied by purchasing from Meesho. 2.5%
of respondents strongly disagreed when asked if they are satisfied of their purchases from
Meesho while 0% disagreed to it. 22.5 % of the respondents recorded neutral responses.
46.25% agreed that they are satisfied by purchasing from Meesho while 28.75% strongly
agreed to it. It is clear from the table that majority of the respondents agreed that they are
satisfied by purchases from Meesho.
Figure 4.22 showing if the respondents are satisfied by purchasing from
Meesho
Table 4.23 showing if respondents are happy that their money goes to the
manufacturers and not to the middleman

Disagree 0 0
Neutral 24 30
Agree 35 43.75
Total 80 100
Table 4.23 shows the whether respondents are happy that their money goes to the
manufacturers and not to the middleman. 1.25% of respondents strongly disagreed while 0%
disagreed when they were asked if they are happy that their money goes directly to
manufacturers and not to middlemen. 30 % of the respondents recorded neutral responses.
43.75% agreed that they are happy about it while 25% strongly agreed to it. It is clear from
the table that majority of the respondents agreed that they are happy that their money goes
directly to manufacturers while purchasing from Meesho and not any middlemen.
Figure 4.23 showing if respondents are happy that their money goes to the
manufacturers and not to the middleman
Table 4.24 showing the number of respondents who know that Meesho does not
charge high amount for its products

Disagree 1 1.25
Neutral 13 16.25
Agree 45 56.25
Total 80 100
Table 4.24 shows the number of respondents who know that Meesho does not charge high
amount for its products. 1.25% of respondents strongly disagreed while other 1.25%
disagreed when they were asked if they know that Meesho does not charge high amount for
its products. 16.25 % of the respondents recorded neutral responses. 56.25% agreed that they
are aware about it while 25% strongly agreed to it. It is clear from the table that majority of
the respondents agreed that they know that Meesho does not charge high amount for its
products.
Figure 4.24 showing the number of respondents who know that Meesho
does not charge high amount for its products
Table 4.25 showing the number of respondents who think that Meesho
keeps its promise on the delivery date. That is, they get the products on
time

Disagree 5 6.25
Neutral 16 20
Agree 39 48.75
Total 80 100
Table 4.25 shows the number of respondents who think that Meesho keeps its promise on
the delivery date. That is, they get the products on time. 1.25% of respondents strongly
disagreed while 6.25% disagreed when they were asked if they think Meesho keeps its
promise on the delivery date. 20 % of the respondents recorded neutral responses. 48.75%
agreed that they are believes Meesho keeps its promise on the delivery date while 23.75%
strongly agreed to it. It is clear from the table that majority of the respondents agreed that
they think that Meesho delivers its products within the promised time.
Figure 4.25 showing the number of respondents who think that Meesho
keeps its promise on the delivery date. That is, they get the products on
time
Table 4.26 showing the number of respondents who are happy that Meesho helps
the manufacturers not getting exploited by middleman
Disagree 1 1.25
Neutral 19 23.8
Agree 43 53.75
Total 80 100
Table 4.26 shows the number of respondents who are happy that Meesho helps the
manufacturers from not getting exploited by middlemen. 1.25% of respondents strongly
disagreed while another 1.25% disagreed when they were asked if they are happy that
Meesho helps the manufacturers from not getting exploited by middlemen. 23.8 % of the
respondents recorded neutral responses. 53.75% agreed that they are genuinely happy about it
while 20% strongly agreed to it. It is clear from the table that majority of the respondents
agreed that they are happy that Meesho lend a helping hand to manufacturers to save them
from being exploited by middlemen.
Figure 4.26 showing the number of respondents who are happy that
Meesho helps the manufacturers not getting exploited by middleman
Table 4.27 showing the number of respondents who agree that Meesho keeps its
promise which are advertised
Strongly Disagree 0 0
Disagree 4 5
Neutral 17 21.25
Agree 41 51.25
Total 80 100
Table 4.27 shows the number of respondents who agree that Meesho keeps its promise
which are advertised.0% of respondents strongly disagreed while 5% disagreed when they
were asked if they think Meesho keeps its promise which are advertised. 21.25 % of the
respondents recorded neutral responses. 51.25% agreed that they are believes Meesho keeps
its promise which are advertised while 25% strongly agreed to it. It is clear from the table that
majority of the respondents agreed that they think that Meesho keeps its promise which are
advertised. That is they advertise genuine advertisements and claims.
Figure 4.27 showing the number of respondents who agree that Meesho
keeps its promise which are advertised
Table 4.28 showing the ranks in each category for the following factors of
Meesho
ran qual percen afforda percen tru percen off percen Free percen
ks ity tage bility tage st tage ers tage deliv tage
ery
1 34 42.5 28 35 26 32.5 27 33.75 31 38.75
2 18 22.5 30 37.5 25 31.25 29 36.25 24 30
3 13 16.25 11 13.75 19 23.75 12 15 13 16.25
4 12 15 8 10 9 11.25 11 13.75 5 6.25
5 3 3.75 3 3.75 1 1.25 1 1.25 7 8.75
tot 80 100 80 100 80 100 80 100 80 100
al
The table 4.28 shows the rank in each category for the factors such as quality,
affordability, trust, offers and free delivery. Majority of the respondents ranked quality as the
highest. 34 respondents gave first rank to quality while 18 of them gave second rank to it.
Rank 3 and 4 were given to quality by 13 and 14 respondents respectively. Only 3
respondents gave lowest rank (5) to quality. It is clear from this table that majority of them
thinks that Meesho provides high quality products.
28 respondents gave first rank to affordability while 30 respondents gave second rank to it.
Rank 3 and 4 were given to affordability by 11 and 8 respondents respectively. Only 3
respondents gave lowest rank (5) to affordability. It is clear from this table that majority of
them thinks that Meesho is affordable.
26 respondents gave first rank to trust while 25 respondents gave second rank to it. Rank 3
and 4 were given to affordability by 19 and 9 respondents respectively. Only 1 respondent
gave lowest rank (5) to trust. It is clear from this table that majority of them thinks that
Meesho is trustworthy.
27 respondents gave first rank to offers while 29 respondents gave second rank to it. Rank 3
and 4 were given to offers by 12 and 11 respondents respectively. Only 1 respondent gave
lowest rank (5) to trust. It is clear from this table that majority of them gave second rank to
the factor offers available in Meesho.
31 respondents gave first rank to free delivery while 24 respondents gave second rank to it.
Rank 3 and 4 were given to free delivery by 13 and 5 respondents respectively. nly 7
respondents gave lowest rank (5) to free delivery. It is clear from this table that majority of
them thinks that there is free delivery in Meesho.
Figure 4.28 showing the ranks in each category for the following factors of
Meesho
CHAPTER V
FINDINGS, SUGGESTIONS
& CONCLUSION
Findings
 This study is conducted to understand customer trust on Meesho app. Among 80 sample
taken, 28.75% of respondents are male and 71.25% are female.
 Among 80 sample 15% have family income is below 10,000. 21.3% of respondents
have family income between 10000 and 20,000 while 42.5% have family income
between 20,000 and 30,000. 21.3% of the respondents have family income above
30,000.
 Out of 80 sample 82.5% showed preference for online shopping over traditional
shopping while 17.5% preferred traditional shopping.
 Out of the total 80 sample, 93.75% are familiar with Meesho app while 6.25% are
unfamiliar with it. It shows that Meesho’s familiarity and popularity among the sample
drawn.
 75% of the sample uses Meesho app once in a month while 17.5% use it twice a month.
7.5% of the sample uses the app more than two times in a month.
 Among the 80 sample collected 17.5% strongly agreed that Meesho is affordable while
61.25% agreed it. 5% of the sample didn’t agree that Meesho is affordable.
The study indicates that Meesho is affordable.
 67.5% of the sample agreed that they get exactly the same products they ordered while
7.6% recorded their disagreement to it. It is clear that majority agree that they get
exactly the same products they ordered from Meesho.
 73.8% of the sample are satisfied by the services provided by Meesho. 1.3 % have
recorded their dissatisfaction regarding the service provided by Meesho by disagreeing
to it. Majority of the customers are satisfied by the services provided by Meesho.
 Among the sample taken for study, 50% make profit by reselling through Meesho while
23.7% did not make any profit by reselling.
 75% of the sample agreed that they get good quality products on Meesho app at lowest
price which is one of the major attractiveness of the app. Only 5.1% disagreed by stating
that they don’t get good quality items at cheaper rate. Majority get good quality stuff at
lower cost.
 Out of the 80 sample, 67.6% stated that purchasing from Meesho has an impact on their
overall budget. While 6.3% disagreed by stating that purchasing from Meesho doesn’t
cause any change in their budget. It is understood that purchasing from Meesho have an impact
on the overall budget of respondents.
 51.3% of the sample have agreed that they have an account on Meesho for reselling
while 23.8% of the sample didn’t have an account for reselling. Majority of the sample
do have an account on Meesho for the purpose of reselling.
 Out of the 80 sample collected 82.5% agreed that they purchase products after reading
reviews. 3.8% have disagreed by stating that they don’t go through any reviews before
purchasing from Meesho. It is clear from the study that reviews given in the website has
an impact on the purchasing decision made by the customers.
 70% of the respondents have agreed that they get all kind of products from Meesho
while 8.8% of them stated that they don’t get all kind of products they wanted from
Meesho. It is understood that majority of them get all kind of products they intend to
buy from Meesho which make them choose Meesho app for making purchases from
online.
 Among the total sample collected, 78.8% have stated that, it saves their time when
shopping from Meesho. 3.8% have disagreed when asked whether shopping from
Meesho saves their time. It is clear that majority of them think that shopping from
Meesho can save their time than shopping from physical stores.
 81.3% of the sample stated that they would recommend Meesho app to others. 3.8%
have recorded their disagreement regarding suggestion of Meesho app to others.
Majority of them are willing to suggest Meesho app to others.
 68.7% of the sample trust buying Meesho entrusted products while, 2.6% don’t trust it.
More than half of the sample taken have trust towards Meesho entrusted products.
 Out of the 80 sample collected, 75% agreed that they save a lot by purchasing when
there is combo deals while only 5.1% didn’t save money by purchasing through combo
deals. Due to the combo deals provided by Meesho majority save a lot of money.
 73.8% of the sample agreed that they always get offer when making purchasing from
Meesho. At the same time 5% stated that they don’t get offers while purchasing from
Meesho. It is understood from the study that majority of the respondents always get
offers while purchasing from Meesho. That is Meesho always provides offers to attract
customers.
 Among the sample taken, 68.75% agreed that there is exchange and return policy in
Meesho while 5% disagreed to it. More than half of the sample taken said that they are
able to exchange and return products easily in Meesho.
 66.3% of the respondents agreed that they get refund after cancelling the order. 3.75%
have answered that they didn’t get any refund after cancelling the order. Rest of the 30%
didn’t answer to it. While more than half of them gave a positive reply to the refunding
policy of Meesho, some of them raised their dissatisfaction regarding refund policy.
 Around 75% of the respondents stated that they are satisfied by purchasing from
Meesho while 2.5% of them were dissatisfied by purchasing from Meesho. It shows that
customer satisfaction of Meesho is very high.
 Among 80 sample collected, 68.75% were happy that their money goes directly to
manufacturers and not to any middlemen while making purchases from Meesho. But
1.3% were dissatisfied due to this. Many of them were happy because of the elimination
of middlemen because it helps the manufactures to earn more and also reduces the price
of product.
 81.25% of the respondents were aware that Meesho doesn’t charge high amount for its
products while 2.5% remained unaware about it.
 72.5% of the sample agreed that Meesho keeps its promise on the delivery date by
delivering products on time while 7.5% of them opinioned that Meesho didn’t deliver
products on time. Meesho was successful in satisfying majority of the respondents by
delivering products on time to their door step.
 After conducting study it was found out that 73.75% of the sample were happy that
Meesho helps the manufacturers from not getting exploited by middlemen. 2.5% were
not happy for it while 23.75% were unable to answer for this.
 76.25% of the respondents agreed that Meesho keeps its promise which are being
advertised while 5% think that Meesho fails to keep its promise which are advertised. It
is clear that most respondents believe that advertisement shown by Meesho are genuine.
 42.5% of respondents gave first rank to quality when asked to rank it from 1 to 5, from
highest to lowest. Others gave quality lowest ranking. Majority of the respondents
ranked quality as the highest. 37.5% gave affordability as second rank while free delivery were
ranked first by 38.75%. 36.25% gave second rank to offers while 32.5% chose trust to be
highest. It is clear that majority choose Meesho because of the high quality products delivered
by it.
SUGGESTIONS
Here are some suggestions to enhance the presentation and clarity.
 Consistent Formatting: Ensure consistency in formatting across all tables and figures,
including font size, style, and alignment. This consistency improves readability and makes
the document visually appealing.
 Title Clarification: Some tables have titles that could be clarified. For example, "Table 4.26
showing the number of respondents who are happy that Meesho helps the manufacturers not
getting exploited by middleman" could be simplified to "Table 4.26: Respondents'
Satisfaction with Meesho's Manufacturer Support."
 Figure Captions: Provide clear captions for figures to explain what the figure represents
without needing to reference the text. For example, "Figure 4.1: Gender-wise Distribution of
Respondents."
 Use of Graphs: Consider representing some of the data in graphs or charts to make it easier
for readers to interpret trends and comparisons at a glance. For instance, Figures 4.1 to 4.25
could be represented graphically, especially those with categorical data.
 Interpretation Guidance: Include brief interpretations or insights derived from the data
presented in each table. This can help readers understand the significance of the findings
without needing to analyze the raw data extensively.
 Discussion of Findings: After presenting the data, consider dedicating a section to discuss the
key findings, trends, and implications. This can provide context and deeper understanding for
readers.
 Cross-referencing: Where relevant, cross-reference between tables and figures to highlight

connections or patterns in the data. This can help readers make connections between different
aspects of the study.
 Proofreading: Double-check the tables and figures for any errors in data entry, calculations,
or labeling. Consistency and accuracy are crucial for maintaining the credibility of the
research.
CONCLUSION
After conducting the study it was found out that majority of the respondents preferred
online shopping over traditional shopping. This is because of the convenience and door step
delivery in online shopping. Customers can purchase almost any kind of product through
online. They can make purchase at any time, from anywhere which makes online shopping,
the preferred mode of shopping. Due to these reasons the number of online customers are
increasing significantly. Therefore many companies are entering into online business, after
understanding the scope of e-tail. Number of such online business is increasing day by day.
Therefore Meesho is facing a tough competition to survive in this field. But from the study
conducted, it is found out that Meesho is a popular app as majority of them are already aware
about it. Many of them make frequent purchase from Meesho due to the attractive offers
given by Meesho and because of the implementation of successful marketing strategies. The
factor which attracts most of the consumers is the quality of the products purchased from
Meesho. It is clear that consumers trust Meesho app because of the quality of the services
provided and by keeping up of its promise. Because of these reasons, customers are ready to
make repurchase from Meesho. That means, Meesho have loyal customers. So, it is clear that
Meesho succeeded in building ‘Customer trust’ by years of its hard work and implementation
of critical marketing and advertising strategies. Customers mainly trust Meesho because it is
able to keep its promise which are advertised and also it is only charging a reasonable rate
for each products traded. Majority of them are impressed because of the efforts it take to help
manufacturers from getting exploited by middlemen. It also aims at creating entrepreneurs,
by providing an option for reselling, which make them standout from their competitors.
Majority of these resellers are women. It helps women become entrepreneurs, which makes
the app widely accepted among them. Meesho has unique features as compared to other apps.
Due to all these reasons majority of the customers trust Meesho app. Customer trust built
reputation along with increasing profit margin for Meesho and it became an effective
advertisement for the app as majority of the users recommend the app to others. All these
above mentioned factors helped Meesho in becoming number one online shopping app in
India by beating its competitors.
BIBILOGRAPHY
WEBSITES
https://bootcamp.uxdesign.cc/case-study-pepperfry-92ebfadd1406
https://en.wikipedia.org/wiki/Amazon_(company)
https://en.wikipedia.org/wiki/Myntra
https://images.app.goo.gl/BdXe7eKvhUbGqnwp9
https://images.app.goo.gl/b476QRMT2sQAvQyP9
https://www.toppr.com/guides/business-studies/marketing/market-and-
marketing/#:~:text=In%20modern%20terms%2C%20economists%20such,requ ire%20in
%20exchange%20for%20money
https://www.wyzowl.com/gain-customer-trust/
https://www.the-future-of-commerce.com/2021/05/25/customer-trust-definition- value-
and-tips/
https://www.investopedia.com/terms/m/marketing.asp
https://www.investopedia.com/terms/e/ecommerce.asp
https://www.investopedia.com/terms/c/commerce.asp
https://en.wikipedia.org/wiki/Limeroad
https://play.google.com/store/apps/details?id=com.shopping.limeroad&hl=en
https://en.wikipedia.org/wiki/Nykaa
https://techstory.in/nykaa-to-file-drhp-for-ipo/
https://en.wikipedia.org/wiki/Flipkart
https://1000logos.net/flipkart-logo/
https://brandyuva.in/2019/09/marketing-strategies-of-ajio.html
https://play.google.com/store/apps/details?id=com.ril.ajio&hl=en_IN&gl=US
https://en.wikipedia.org/wiki/Snapdeal
https://en.wikipedia.org/wiki/File:Snapdeal_Logo_new.png
https://www.newindianexpress.com/cities/bengaluru/2021/feb/01/hurting-
sentimentsvs-over-activismdesign-dilemmas-triggered-by-myntra-logo-case-
2257679.html
https://en.wikipedia.org/wiki/File:Amazon_logo.svg
https://en.wikipedia.org/wiki/Tata_Cliq
https://1000logos.net/tata-cliq-logo/
https://en.wikipedia.org/wiki/EBay
https://commons.wikimedia.org/wiki/File:EBay_logo.svg
https://en.wikipedia.org/wiki/Meesho
https://meesho.com/learn-reselling/getting-started/how-do-i-earn-with-
meesho#:~:text=You%20can%20earn%20with%20Meesho,the%20best%20sup pliers
%20in%20business.&text=Meesho%20will%20receive%20the%20paymen t,account
%20within%2010%20working%20days.
https://www.fortuneindia.com/enterprise/social-commerce-the-meesho-
way/105563
https://commons.wikimedia.org/wiki/File:Meesho_Logo_Full.png
https://clootrack.com/knowledge_base/types-of-consumer-behavior/
https://www.business2community.com/consumer-marketing/six-stages-
consumer-buying-process-market-0811565
https://bizfluent.com/info-8698883-definition-consumer-preference.html
https://www.investopedia.com/terms/m/marketing-mix.asp
APPENDIX
A STUDY ON CUSTOMER PREFERENCE TOWARDS MEESHO ONLINE SHOPPING
1. NAME :
2. AGE :
3. GENDER :
A. Male ( )
B. Female ( )
C. Others ( )
4. COURSE :
A. UG ( )
B. PG ( )
5. FAMILY INCOME :
A. Below 10000 ( )
B. 10000 –20000 ( )
C. 20000– 30000 ( )
D. Above 30000 ( )
6. Are You Prefer Online Shopping Than Traditional Shopping ?
A. Yes ( )
B. No ( )
7. Are You Using Meesho App ?
A. Yes ( )
B. No ( )
8. How Many Times Used Meesho App ?

A. One Time In Month ( )
B. Two Times In Month ( )
C. More Than 2 Times In Month ( )
Place a tick mark at the appropriate boxes:
(SDA – Strongly Disagree, DA – Disagree, N – Neutral, A – Agree, SA – Strongly Agree)
Sl.No PARTICULARS SDA DA N A SA
1 I agree that it is affordable.
2 I get exactly the same products that I ordered.
3 I'm satisfied by the services provided by
Meesho.
4 I make profit by reselling through Meesho.
5 I get good quality products at lower cost.
6 It has an impact on my overall budget.
7 I have an account on Meesho for reselling.
8 I purchase products from Meesho after
reading reviews.
9 I get all kind of products from Meesho.

10 It saves my time.
11 I recommend Meesho app to others.
12 I trust buying Meesho entrusted products.
13 I save a lot by purchasing through combo
deals.
14 I always get offers while purchasing from
Meesho.
15 There is exchange and return policy in
Meesho.
16 I get refund after cancelling the orders.
17 I'm satisfied by purchasing from Meesho.
18 I am happy that my money goes to the
manufacturers and not to the middleman.
19 I know that Meesho doesn’t charge high
amount for its products.
20 Meesho keeps its promise on the delivery date.

That is, I get the products on time.
21 I am happy that Meesho helps the

manufacturers not getting exploited
by middleman.
22 I agree that Meesho keeps its promises which
are advertised.
Give Ranks from (1-5) in each category for the following factors of Meesho:
Rank Quality Affordability Trust Offers Free

Delivery
1
2
3
4
5

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Abstract:

Electronic commerce which is commonly known as e-commerce is a modern version of

 To find out the level of satisfaction on Meesho app.

SIGNIFICANCE OF THE STUDY

In this study descriptive analysis is used for effective result.

TOOLS USED FOR ANALYSIS

Tools used for analyzing the were,

Hannah R. Mariott, Michael D. Williams (2018), developed a theoretical model to examine

Fereshte Rasty, Seyyed Habibollah Mirghafoori (2021), identified 18 barriers affecting

 Anand Thakur, R. K. (2017). An empirical study on consumer trust in online shopping in

 Baljeet Kaur, S. M. (2013). Factors influencing trust in online shopping: an Indian

 Lu Yaobin, Z. T. (2007). A research of consumer's initial trust in online stores in China.

 Srinivasan, S. (2004). Role of trust in e-business success. 66-72.

In marketing, the term market means “group of consumers or organizations that is

According to American Marketing Association (AMA) Board of Directors, “Marketing

According to William J. Stanton, “Marketing is a total system of interacting business

Distribution – distribution is the process of transporting company’s products or services to

Financing- it is a marketing function that involves securing funding either internally or

Product management- it includes development, design and improvement of products or

Selling – it is a function of marketing that comprises communicating with potential

As part of a comprehensive marketing plan, a marketing mix encompasses numerous areas of

distribution must be considered by marketing professionals, which is referred to as cost- based

ELECTRONIC COMMERCE (E-COMMERCE)

E-Commerce refers to a business model that enable an individual or a firm to conduct

“E-Commerce is sharing business information, maintaining business relationships and

E-TAIL (ELECTRONIC RETAILING)

According to American Marketing Association, consumer behavior can be defined as “the

TYPES OF BUYING BEHAVIOR

Problem recognition-This is the first stage in consumer buying process. It includes

Purchase-In this stage actual purchase takes place

Trust is the belief in someone or something. In order to sustain in the competitive

WAYS TO BUILD CUSTOMER TRUST

Amazon.com, Inc. is an e-commerce, cloud computing, digital streaming, and artificial

Myntra is a well-known Indian fashion e-commerce startup based in Bengaluru, Karnataka.

Limeroad is an Indian online marketplace, owned by A. M. Marketplaces Pvt Ltd. The

DATA ANALYSIS & INTERPRETATION

Gender Number Percentage

(Source: primary data)

Figure 4.1 showing Gender wise classification

Family income Number Percentage

above 30000 16 21.3

(Source: primary data)

Figure 4.2 showing Family Income

Response Number of respondents Percentage

(Source: primary data)

Figure 4.3 showing preference for online shopping than traditional

Table 4.4 showing number of respondents familiar with Meesho app

Response Number of respondents Percentage

(Source: primary data)

Figure 4.4 showing number and percentage of respondents familiar with

Response Number of respondents Percentage

Twice in a month 14 17.5

More than 2 times a month 6 7.5

(Source: primary data)

Figure 4.5 showing the frequency of using Meesho app

Response Number of respondents Percentage

Strongly Disagree 3 3.75

Strongly Agree 14 17.5

(Source: primary data)

Figure 4.6 showing number of respondents agreeing whether Meesho is

Response Number of respondents Percentage

Response Number of respondents Percentage

Response Number of respondents Percentage