CUSTOMER SATISFACTION ANALYSIS At IndiaMART InterMESH Limited

A PROJECT REPORT

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PREFACE

To be successful, one needs to be a good learner and being an MBA student helps one to develop a relational thinking and thereby oneself from a normal human being in to a disciplined and dedicated professional. A learning attitude will sharpen your knowledge and skills in a particular field, which in turn help to achieve and attain the desired goals and heights in one‟s career. When any subject is taught theoretically in class is known as Academics‟ but when it is studied with the subject applicability in known as „professional Education‟. I am the student of the MBA, FINANCE a professional degree course. In the current perspective we know that no knowledge is complete without knowing the practical aspect of it. To be a perfectionist, a person needs to know both, the theoretical as well as the practical side of the job he is assigned to do. Generally it is seen a theoretically perfect person becomes tied when he come across the practical hazards and is able to overcome them successfully. This takes him away from the goal. Looking to this entire practical training is must and being an MBA student I am well aware of the importance of undergoing a practical training in an organization. I hope that this training and project report satisfies the object requirement and also provides a “Practical Study” of an industry at MBA level.

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ACKNOWLEDGEMENT

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then indiamart must either to the promise that they have made to the customer. The satisfaction here means satisfaction derived from prompt services.g. If company says customer dissatisfaction changes for transaction from IndiaMART. This will lead to customer dissatisfaction for e. When the customer‟s expectation is fulfilled by use of product or service.india. it is said to be customer satisfaction. Remittance services of the competitors should be carefully watch to determine the status of own service level.com is one of the fast service providers among other major players in the market. the customer faith gets disturbed.EXECUTIVE SUMMARY The satisfaction is the difference between customer expectations of the product and the price to purchase the product.com organization. and convince. These should not be difference between what company says and what company does.com to My. No doubt IndiaMART. 4 . In case they charges transfer fees. In future customer will be reluctant to obtain the promotional services from Indiamart.com in India for remitting funds from limited product promotional services to unlimited promotional services. price.

INTRODUCTION 5 .

a term frequently used in marketing. Thus. In a competitive marketplace where businesses compete for customers." It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. These metrics quantify an important dynamic. they will be disappointed and will likely rate their experience as less than satisfying. might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in “absolute” terms. firms generally ask customers whether their product or service has met or exceeded expectations. which is both free and highly effective. they warn of problems that can affect sales and profitability. expectations are a key factor behind satisfaction. when these ratings dip. Customer satisfaction is defined as "the number of customers. it is essential for businesses to effectively manage customer satisfaction. customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. whose reported experience with a firm. They focus employees on the importance of fulfilling customers‟ expectations. its products. When customers have high expectations and the reality falls short. or percentage of total customers. firms need reliable and representative measures of satisfaction. it gains positive word-of-mouth marketing. To be able do this. 6 . for example. Therefore.CUSTOMER SATISFACTION. Within organizations. In researching satisfaction. For this reason. a luxury resort. or its services (ratings) exceeds specified satisfaction goals. When a brand has loyal customers. Furthermore. customer satisfaction ratings can have powerful effects. is a measure of how products and services supplied by a company meet or surpass customer expectation.

Much research has focused on the relationship between customer satisfaction and retention. they can hurt the firm by making negative comments about it to prospective customers." When a customer is satisfied with a product.) Individuals who rate their satisfaction level as “1. (A second important metric related to satisfaction is willingness to recommend. analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company‟s goods and services. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. On a five-point scale. relatives and colleagues. the collection. individuals who rate their satisfaction level as “5” are likely to become return customers and might even evangelize for the firm. Customer satisfaction data are among the most frequently collected indicators of market perceptions. 1.” by contrast. are unlikely to return. 7 . Their principal use is twofold.PURPOSE Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Further. he or she might recommend it to friends. Within organizations. Willingness to recommend is a key metric relating to customer satisfaction. 2. satisfaction is an indicator of how likely it is that the firm‟s customers will make further purchases in the future. This can be a powerful marketing advantage. Although sales or market share can indicate how well a firm is performing currently.

and so on. but it is almost always reported at an aggregate level. Organizations certified to this standard are now required to identify parameters that cause customer satisfaction or dissatisfaction and consciously measure them. Organizations need to retain existing customers while targeting noncustomers. might ask customers to rate their experience with its front desk and check-in service.Measuring customer satisfaction "If you cannot measure it." . evidence suggests that consumers purchase goods and services for a combination of two types of benefits: hedonic and utilitarian. with the room. the hotel might ask about overall satisfaction “with your stay. 8 . measured along various dimensions.” As research on consumption experiences grows. A hotel. Additionally. Customer satisfaction is measured at the individual level. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. and often is. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Hedonic benefits are associated with the sensory and experiential attributes of the product. in a holistic sense. It can be. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.Lord William Thomson Kelvin (1824-1907) Measurement of Customer Satisfaction is a new significant addition to the new ISO9000: 2000 standard. for example. Utilitarian benefits of a product are associated with the more instrumental and functional attributes of the product. you cannot improve it. with the restaurants. with the amenities in the room.

all measures captured both affective and cognitive aspects of satisfaction. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. Finally. which can result from any product information or experience. On the other hand. Their satisfaction is generally measured on a five-point scale. It is essential for firms to effectively manage customer satisfaction. To be able do this. we need accurate measurement of satisfaction. the objective is to measure customers‟ perceived satisfaction with their experience of a firm‟s offerings. 9 . was useful (or not useful). independent of their scale anchors. good reliability. Good quality measures need to have high satisfaction loadings. In an empirical study comparing commonly used satisfaction measures it was found that two multi-item semantic differential scales performed best across both hedonic and utilitarian service consumption contexts. Regardless of the scale used. cognitive element is defined as an appraisal or conclusion on how the product‟s performance compared against expectations (or exceeded or fell short of expectations). fit the situation (or did not fit). exceeded the requirements of the situation (or did not exceed). and low error variances. Affective measures capture a consumer‟s attitude (liking/disliking) towards a product. Customer satisfaction data can also be collected on a 10-point scale.

risk. debt financing. and purchase behavior. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth. The measured companies. cash flow. industries. On the microeconomic level. sales. 47 industries (including e-commerce and ebusiness). word-of-mouth recommendations. for example. and over 200 federal or local government services. In addition to the company-level satisfaction scores. and electronic mail. human capital performance. portfolio returns. and sectors are broadly representative of the U. ACSI reports scores on a 0-100 scale at the national level and produces indexes for 10 economic sectors. for the mobile phones sector. 10 . and an even stronger predictor of Personal Consumption Expenditure (PCE) growth.S. Inc. The ACSI measures customer satisfaction annually for more than 200 companies in 43 industries and 10 economic sectors. and consumer spending. academic studies have shown that ACSI data is related to a firm's financial performance in terms of return on investment (ROI). economy serving American households. the ACSI methodology can be applied to private sector companies and government agencies in order to improve loyalty and purchase intent. ACSI produces scores for the causes and consequences of customer satisfaction and their relationships. Two companies have been licensed to apply the methodology of the ACSI for both the private and public sector: CFI Group. In addition to quarterly reports. Increasing ACSI scores has been shown to predict loyalty. higher education. cash flow volatility. ASCI scores have also been calculated by independent researchers.American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction. and Foresee Results apply the ACSI to websites and other online initiatives. long-term firm value (Tobin's q). more than 225 companies.

would have the most effect on customer loyalty. 11 . and perceived value). and outcomes of satisfaction on the right side (customer complaints and customer loyalty." The ACSI model is self-weighting to maximize the explanation of customer satisfaction (ACSI) on customer loyalty. if improved. perceived quality. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations. The questions assess customer evaluations of the determinants of each index. satisfaction (ACSI) in the center. The survey and modeling methodology quantifies the strength of the effect of the index on the left to the one to which the arrow points on the right. The indexes (shown in the diagram below) are multivariable components measured by several questions that are weighted within the model. including customer retention and price tolerance). users can determine which drivers of satisfaction. These arrows represent "impacts. ACSI Methodology The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan's Ross School of Business. Looking at the indexes and impacts. Indexes are reported on a 0 to 100 scale.

which includes some non experiential information like advertising and word-of-mouth. and reliability. the less likely they are to complain. it usually has a somewhat smaller impact on satisfaction for repeat purchases. and the likelihood to purchase a company‟s products or services at various price points (price tolerance). which is the frequency with which things go wrong with the product or service. Customer loyalty is the critical component of the model as it stands as a proxy for profitability. as the more satisfied the customers. Quality is measured in terms of both customization.  Customer Complaints Customer complaints are measured as a percentage of respondents who indicate they have complained to a company directly about a product or service within a specified time frame. Although price (value for money) is often very important to the customer's first purchase. and a forecast of the company's ability to deliver quality in the future.  Perceived Value Perceived value is a measure of quality relative to price paid. Customer Expectations Customer expectations are a measure of the customer's anticipation of the quality of a company's products or services.  Customer Loyalty Customer loyalty is a combination of the customer's professed likelihood to repurchase from the same supplier in the future. Expectations represent both prior consumption experience.  Perceived Quality Perceived quality is a measure of the customer's evaluation via recent consumption experience of the quality of a company's products or services. Satisfaction has a negative relationship with customer complaints. 12 . which is the degree to which a product or service meets the customer's individual needs.

With better understanding of customers' perceptions. They can identify their own strengths and weaknesses. and discuss the steps that need to be taken in order to measure and track customer satisfaction.There is obviously a strong link between customer satisfaction and customer retention. There is a lot of debate and confusion about what exactly is required and how to go about it. 13 . companies can determine the actions required to meet the customers' needs. Customer satisfaction is quite a complex issue and this article is an attempt to review the necessary requirements. Customer's perception of Service and Quality of product will determine the success of the product or service in the market. chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. where they stand in comparison to their competitors.

improved quality of service provided by competitors are just a few examples. Supplier's performance against these requirements is most of the times directly measurable. There are many reasons why customer expectations are likely to change over time. for example. Customer Expectations are of two types . o Implied Customer Expectations are not written or spoken but are the ones the customer would 'expect' the supplier to meet nevertheless. For example. We need to know what our customers expect from the products and services we provide.Expressed and Implied. Customer Satisfaction is customers' perception that a supplier has met or exceeded their expectations. changes in customer's priorities. it is important to develop a clear understanding of what exactly the customer wants. What do Customers Want? Before we begin to create tools to measure the level of satisfaction. Process improvements. o Expressed Customer Expectations are those requirements that are written down in the contract and agreed upon by both parties. when he wants it. It is therefore important to periodically update our knowledge of customer expectations. product specifications and delivery requirements. The customer is always right. 14 . advent of new technology. Customer expectations are the customer-defined attributes of your product or service you must meet or exceed to achieve customer satisfaction. a customer would expect the service representative who calls on him to be knowledgeable and competent to solve a problem on the spot. Supplier's job is to provide the Customer what he wants.

15 . customer audit reports etc. Some indication of whether a supplier is meeting the requirements can also be obtained from data on scrap rates. What constitutes Satisfaction? We cannot create customer satisfaction just by meeting customer's requirements fully because these HAVE to be met in any case. accessibility and attitude We cannot begin to address the customer satisfaction issue we define the parameters and measures clearly. It is far more difficult to measure the level of performance and satisfaction when it comes to the intangible expectations. PPM. sales improvements. However falling short is certain to create dissatisfaction. Major attributes of customer satisfaction can be summarized as: o o o o o o Product Quality Product Packaging Keeping delivery commitments Price Responsiveness and ability to resolve complaints and reject reports Overall communication. It may be easier to track supplier's performance against stated requirements of quality and timeliness because there is documentary evidence. repeat orders. complaints database.

The purpose of the exercise is to identify priorities for improvement. we can choose a method that is most effective in measuring the customers' perceptions. What are the Tools? Customer expectations can be identified using various methods such as: o o o o o o o Periodic Contract Reviews Market research Telephonic Interviews Personal visits Warranty records Informal discussions Satisfaction Surveys Depending upon the customer base and available resources. 16 . We must develop a method or combination of methods that helps to continually improve service.

COMPANY PROFILE 17 .

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India's largest print media group. trade shows. The company has over 4000 employees located across 75 offices in the country. etc. IndiaMART. The company offers a platform & tools to over 1 million suppliers to generate business leads from over 5 million buyers. which include coveted Red Herring Award. connecting global buyers with suppliers.  IndiaMART Knowledge Services: An in-house unit involved in SME research. Ltd. tenders) for their business promotion.com is India's largest online B2B marketplace for Small & Medium Size Businesses. establish their credibility (third party verified trust profile) and use business information (finance.com offers products that enable small & medium size businesses generate business leads (online catalogs/store-fronts). The company has also been widely covered by media for its pioneering role in promoting SME business in the country.  IndiaMART. Coleman & Co.  IndiaMART. It conducts independent surveys. Ltd (Times Group). Emerging India Award. & holds workshops for SMEs to educate them on specific areas such as Marketing. Coleman & Co. 19 .  Its existing investors include Intel Capital and Bennett. news. analysis and education.com has won numerous awards over the years. who use the platform to find reliable & competitive suppliers. forecasting. Its existing investors include Intel Capital and Bennett. among others. IT. etc.

com Dinesh Agarwal is the founder and CEO of IndiaMART. AMF Bowling Inc. Mahendra & Ardneham Consulting (P) Ltd. Brijesh has been the brainchild behind the creation of a plethora of innovative products of IndiaMART. Mr. K. M.com. DINESH AGARWAL FOUNDER & CEO. Chouhan MANAGING DIRECTOR. MakeMyTrip. India's largest online B2B marketplace connecting Indian suppliers with domestic and international buyers. He is a member of the Executive Council of NASSCOM and chairs the NASSCOM Internet Working Group. Mr. IndiaMART.a feat no other online company in India has been able to emulate. DEEP KALRA FOUNDER & CEO. Being a part of the core management team.com.com Brijesh Agrawal is the Chief Operating Officer. RAJESH SAWHNEY PRESIDENT. Mr. IndiaMART.com through a decade and a half with an unblemished record of being profitable from d ay one .com Deep Kalra holds rich past experience at GE Capital. Founded in 1996.The Board of Directors Mr. BRIJESH AGRAWAL COO. Mr. and ABN AMRO Bank. Reliance Entertainment Private Ltd. 20 . Dinesh is credited with leading IndiaMART. IndiaMART.

201 301 Phone: +(91)-(120)-6777777.3052233 / 34 Mobile No.CONTACT Head/ Work Office IndiaMART InterMESH Limited (An ISO 9001:2008 Company) B-1.9825525213 / 9727700464 21 . Vadodara. India Phone: +(91)-(265). 3911000 Fax: +(91)-(120)-3911010 Vadodara office IndiaMART InterMESH Limited 401-410 Silver Line Complex Opp BBC Tower Sayajigunj. NOIDA Uttar Pradesh.390 007. Pin . INDIA PIN .8. Sector .: +(91).

not just of quality work but of continuous self-development. our commitment to customers and to our colleagues. move ahead as a team and conserve the integrity. Passionate people with a determination to make the difference are the ones who make this possible. 22 . This helps us think rationally and provides a sense of accountability to ourselves. We firmly believe that core values keep organizations stable and focused to the common goal. Responsibility Responsibility. work with passion and commitment. of our decisions and of our actions. Our core values have helped us achieve our mission to bring measurable benefits to our customers. It involves a continuous thought process to get tangible benefits to our customers.Core values For us they are simple and straight.com involves constant innovation and creativity. take responsibility. taking into account the uniqueness of their purpose. Passion Work at IndiaMART.

of purpose and action. Our success is a result of our team work. Experts from the field of management. 23 . Dedication. IT. Integrity We realize the importance of the job & information we handle. every endeavour. passion and teamwork are the true means to our mission fulfillment. honesty and integrity .Team Work “Together we can achieve the impossible" is our belief. content & various other disciplines work as a team on every project. marketing. We understand the responsibility that each member of our team has to shoulder and we do that with highest levels of trust. arts.

com listed among Top Indian Websites under Business-to-Business category by Ecomready Top Indian Site by www. to give them the best.indiantravelportal.com wins the Red Herring 100 Asia Awards 2008 IndiaMART.com Termed as 'Online Gateway to Indian marketplace'.Awards & Achievements Success of our customers is our greatest achievement.com's contribution in enabling e-business for exporters from Moradabad.com IndiaMART.com bags eighth "BIG" Award from Britannicaindia. 24 .com by India Online: DD News Site of the day .com nominated for Britannica Internet Guide (BIG) Awards for excellence on Internet IndiaMART.Handicraft.The Economic Times Best Travel Site. IndiaMART. Their confidence in us and our innovation.com's successful business model featured on CNBC India as analyzed by McKinsey Bestowed with "Amity Corporate Excellence Award" on the occasion of the Tenth Business International Horizon INBUSH 2008 Recognized by Business Money (UK's leading financial magazine) for IndiaMART's ten years of successful contribution to Indian businesses Declared as India's only profit-making dotcom company by Business World (Cover story) Special footage for IndiaMART. Mr Dinesh Agarwal interviewed (India Tomorrow .www.indiatimes.com nominated among the top three at Emerging India Awards 2008 IndiaMART. has got us applauds from various sources.BBC News) www.indiantravelportal.com by Zee News Listed in the Top Indian IT organisations survey by Dataquest Nominated amongst the Top 5 Indian Sites by Microsoft.IndiaMART.

QUALITY We are the first Indian company in our domain to have received ISO 9001:2008 certification for overall quality management and the organisation's ability to successfully "meet customer. 25 . We strive to enhance the value delivered to our clients by continually improving the quality of services offered. regulatory and statutory requirements." QUALITY POLICY we are committed to provide high quality web services & solutions that ensure profitable returns to our customers.

com) Achieves break-even within 6 months of the launch 1997-98   Successfully crosses 100 clients mark Initiates franchisee network program 1998-99    Launches Handicraft. Apparel & Finance channels Increases workforce to 40 B2B marketplace network surges to 1 million page views/month mark 1999-2000     Accomplishes 'Bharat On Line' . India's first online B2B directory. launched Successfully introduces free listing & free-query forwarding concept to familiarize Indian SMEs with benefits of Internet for business promotion Accomplishes India's first e-commerce project for Nirula's (http://nirulas.com.MTNL's online portal project Launches auto industry channel Opens branch office in financial hub of India .Fact Sheet We endeavor to maximize value for our customers by offering them efficient and cost-effective solutions for business promotion. 1996-97     IndiaMART.Mumbai Crosses Rs 1 crore revenue mark 26 . process support and transaction accomplishment.

2000-01        Touches 5 million page views/month Crosses 1000 clients mark Registers 100.Electronic Trade Offers & Request for Quotation / Request for Proposal CNBC India recognizes IndiaMART. from InterMESH Systems. Jindal Organization.com Crosses 200. ModiCorp Wins Britannica (BIG) Award for Travel.com as "the only profitable Indian Dotcom.IndiaMART.000 business queries/month Accomplishes prestigious online projects for HHEC.000 business queries 27 .com as one of the only profitable dotcoms in India based on report by McKinsey 2002-03    Moves operations to state-of-the-art NOIDA development center Launches Exim. to IndiaMART InterMESH Limited 2001-02    Business World magazine declares IndiaMART. with positive cash flows" [Cover Story: 14 May 2001 issue] Adds exclusive services to its portfolio .000 business queries mark with 12 million page views 2003-04    Launches TrustSEAL to bridge the trust gap in B2B trade Crosses 3000 clients mark Touches 26 million page views per month.com Profits increased by 128% over last year Company becoming limited. generating more than 300.IndiaMART.

000 clients mark Launches MDC.com 28 . a four-page online catalog for clients Implements corporate-wide WEBERP Acquires new office at B-6. Sec 8. NOIDA 2006-07   BCCL (Times of India Group) makes strategic investment in IndiaMART.2004-05   Becomes first ISO 9001:2000 company in its domain Surpasses 8000 clients mark 2005-06      IndiaMART.00.com Launches new Templated Product Catalogs 2007-08      Launches IndiaMART Sourcing Guide Commences International Trade Fair Participation initiative Wins 'Amity Corporate Excellence Award 2008' Wins 'Shiromani Yojana Puraskar' award 5.000 members registered on IndiaMART.com completed ten successful years (1996-2006) Crossed 10.

com among India's '25 Most Promising Internet Cos.com) & Dr. associates with "Meri Dilli Meri Yamuna" campaign The SmartTechie ranks IndiaMART.000 products listed on IndiaMART. Nachiket Mor (President.com 2010-11       Takes a giant leap in SME space & launches 'IndiaMART Leaders of Tomorrow Awards' IndiaMART.com footprints cover over 100 towns in India Participates in more than 100 international & 200 domestic trade shows 2009-10    IAMAI declares IndiaMART.com Board of Directors More than 300.com as India's largest online B2B marketplace Mr.com Wins 'Emerging India Award 2008' as a second runner-up Wins 'Red Herring 100 Asia 2008' award Launches Video Profiles for "Leading Suppliers" IndiaMART.com member base surges to 1 million suppliers Celebrates 14 years of grand success Launches FREE tenders service .' 29 . Deep Kalra (Founder & CEO of Makemytrip. ICICI Foundation) join IndiaMART.a first in India Being a socially responsible corporate.2008-09       Intel Capital makes strategic investment in IndiaMART.

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31 .Products and services  Dynamic Catalog A comprehensive online marketing program that provides enhanced enquiry generation.

32 . Trust Seal Trust Seal is a business verification service that checks supplier's records of existence. credibility and trustworthiness for the benefit of buyers.

33 . Star Supplier With Star Supplier to your support. you can get premium positioning among suppliers in all the relevant categories.

34 . Leading Supplier Leading Supplier is the right choice for companies who have a right mix of infrastructure. management capabilities and experience in servicing global buyers.

Banner Advertising Build your brand & drive traffic to your website with Banner Advertising 35 .

 What is offline business? In offline trading the customer either goes to the manufacturer‟s or trader‟s place and sits before him to place orders. 36 . asks for the quotations and other relevant information. and accordingly places orders over the phone.  What is online Business? Online business means trading of Products and Services etc through the Internet.Business Plans  What is business? Business is all about buying and selling of Product or services. It enables the traders and manufacturers to electronically connect with the other . Or rings him. Business can be done through online and off line.

It is a time consuming process as everything is done offline. o Business can be done without internet connectivity at one‟s home. RM may not provide the correct information as required by his client. o Better for new comers  DISADVANTAGES OF OFFLINE BUSINESS o o o Often times the brokers takes time to execute your instruction. o 37 . BENEFITS OF OFFLINE BUSINESS o safer in comparisons to online share business. this is also the reason which enhances the growth of offline trading. Offline trading brokerage is always higher than that of online brokerage. Trading takes more time in comparisons to online trading. In a country like India where internet connectivity is not available everywhere trading online is not possible for everyone.

 Cost savings : E-business can reduce costs. instant messaging. or virtual storefronts on Web sites.  Personalization : Companies can customize products and reduce inventory. 38 . product.  Online business-to-business transactions. What is E-Business?  E-tailing.  Right-time and integrated marketing : Online retailers provide products when and where  Customers want them and promotions can be directed to individual customers. and other Web-enabled communication tools and their use as media for reaching prospective and existing customers. the business-to-business exchange of data using compatible software.  E-mail.  Capabilities and Benefits of E-Business  Global Reach : Goods and services can be sold to customers worldwide. and other information through Web contacts.  Electronic data interchange (EDI).  The gathering and use of demographic.  Interactivity : Customers and suppliers can negotiate prices online.

Companies use a variety of tools to conduct business online with partners.  By some estimates.  Provide e-mail communication. Companies like UPS and the Post Office use their websites to save money and time by doing business online. 39 . promote its offerings.  Disseminate financial information to investors. wholesalers and retailers. Increase a firm‟s visibility.5 trillion.  Business-to-Business (B2B)  Business-to-business e-business (B2B) Electronic business transactions between businesses using the Internet.  Build customer goodwill and assist retailers and other resellers in their marketing efforts.  Many of the benefits of e-commerce have come with business-to-business transactions.  Can reduce cost of B2B transactions by almost 25 percent.  Enable prospective employees to apply online for jobs. account for 90% of all e-commerce activities. and provide information to interested parties.  B2B transactions total $2.

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There are as variety of retail stores that make the Internet one big cybermall. There are millions of good for sale online.  Growth of broadband is aiding e-tailing. 41 .  Selling to customers directly over the Internet.  Personalization  Emphasis on personalized. there is decreasing difference in Internet purchasing habits among groups. one-on-one marketing to increase repeat purchases.  Can order products from around the world anytime. Demographics are shifting. urban or suburban. highly educated.  Can register customer information to streamline transactions.  Services like banking and brokerage are key aspects of e-tailing  Many retailers have electronic storefronts.S. and affluent.  Benefits of B2C E-Business  Lower Prices  Many products cost less online.  Who are online buyers and sellers? Typical user is young.  Growing at a rate of 18%. Online Shopping and B2C  Business-to-consumer (B2C)  E-tailing accounts for 4% of all U.  Internet allows customers to easily compare prices from multiple sellers convenience. day or night.

data is encoded for security purposes.  Customers usually prefer that companies do not share their personal information. Developing Safe Online Payment Systems  Through encryption. an electronic form of identity verification. Consumers worry that the information about them will be available to others without their permission. In addition to credit card transactions online. Merchants have responded by joining privacy organizations.  Many companies use Secure Sockets Layer (SSL) technology to encrypt information and verify  senders and receivers.  An electronic wallet contains credit card and identification information. consumers are very concerned about providing credit cards and personal information online. Customers can avoid  retyping purchase information.  E-business sites often require passwords and use electronic signatures.  Employees also have concerns that employers are monitoring their Internet behavior. privacy is a growing concern for consumers. Although online shopping is growing.  Companies can track customer‟s shopping and viewing habits through cookies. 42 .  Privacy protections may soon become legally required.  E-Business Challenges (privacy)  Privacy is among the top concerns of Internet users.  Companies worry about data theft.

 Payment fraud is growing E-Business Challenges (poor website design)  50% of shopping carts are abandoned before any purchase is made.  50% of the complaints referred to law enforcement agencies deal with online auctions. 43 . or voice phishing. E-Business Challenges (Internet Fraud)  Internet Crime Complaint Center logs more than 200. involves phone calls to credit card customers to obtain personal and banking information.  Phishing is a growing form of Internet fraud that uses e-mail or pop-up messages to get unsuspecting victims to disclose personal information.000 complaints annually.  Vishing.

information. entertainment. electronic bulletin boards. and communication. newsgroups. Lack of Information  Inability to find the information they need  Feeling overwhelmed by too much information  Companies that have brick-and-mortar experience often have better success satisfying customers than Internet-only retailers.  Firms use e-mail to communicate with customers. suppliers.  Spam is junk e-mail.  Online Communities: Internet forums. 44 . and other partners. and Web communities that appeal to people who share common interests.  Online sales can compete with business partners such as retailers and distributors causing disputes called channel conflict.  Using the Web‟s Communication Function  Web has four main functions: e-business.  Communication is Web‟s most popular function.

Disgruntled employees can destroy a company‟s reputation. 45 . a Web page that anyone can edit. such as ValPak Marketing Systems. an online journal written by a blogger.short for Web log.000 podcasts. Feedburner services more than 200.  Many organizations are beginning to use blogs as a way to build brand loyalty but some blogs can be problematic.  Some incorporate podcasts.Web Communication Blogs  Blog . Wikis allow all users to edit the pages while podcas are audiots and video content.  Corporate blogs can help build brand trust. offer virtual. video & audio recordings.  Example: Apple‟s iLounge builds the iPod brand and gives Apple ideas for product improvement.  Employee blogs may present ethical issues  Blogs have become increasingly popular. searchable coupons. Web Communication Web Based Promotion  Banner Ads : messages placed on frequently visited websites  Pop-up Ads : ads that appear in separate windows  Pre-roll Video Ads : advertisements that roll as soon as a page is loaded  Search marketing : companies pay for top visibility in search results  Some companies. People have combined the use of blogs with other technologies like wikis and podcasts.  May incorporate wikis.

S.com has 83% of the auction business in China.  E-business can heighten competition in the global marketplace… 46 . leads world in Internet users but ranks only 5th in Internet penetration.  U. but Chinese company Alibaba.Global Environment of E-Business  Future growth of many companies is linked to a global strategy that incorporates e-business.  E-Bay may dominate most markets.

The content that is included on a website determines whether visitors return to a site. while a website that is selling goods requires a streamlined transaction process. updating and promotion. maintenance. success may mean different things. It is imperative that websites are good. Different websites serve different purposes. therefore. Popularity for a news web site that sells advertising is important. The planning of the website is the first step. The cost of a site is an important considerations costs include variable costs like development expenses.Developing a Successful Website       Business websites serve multiple purposes. 47 .

Managing a Website 48 .

more than 30% of these are here Hassle free way to generate business leads ± fully managed Try for free ± Pay for premium Do it all. Why B2B Marketplaces?     Largest aggregation of B2B Buyers .000 Indian companies having 2 million products. right from your desktop  Free Services           Business / ProductCatalog ± Unlimited Products Trade Leads Business Tenders Enquiry Alerts on SMS / Call from Buyers on Mobile Videos Industry.  Business / Product Catalog  Trade Leads     The easiest way to generate 1 lead every week Post unlimited product specific offers with picture Importance of μpush-to-top¶ ± 10 times better results More than half-a-million offers live on IndiaMART. of products. higher the no.com alone. already have their catalog on IndiaMART. Trade Shows & Business Information Updates The first step towards internet marketing & lead generation Unlimited Products ± photos & videos Higher the no. of leads 200.com alone 49 .

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which the company can get hold up.SWOT analysis of indiamart.  The company experiences excellent Brand loyalty for its Products from the customers.  The company pays less attention towards the matured clients  Opportunities  India has a vast potential market. 51 .  The company has built a strong image among the customers.  The arrival of the MNC is a major serious threat for the company. which lures the customers.  The company has excellent distribution system.  The company has made its Product range attractive.  IIL should concentrate on the premium segment market.com  Strengths  The most powerful point in hand of the company is that they provide the customized solution to the customers.  Threats  The major threat that company faces is from its competitors who are introducing products with lower cost backed by aggressive promotional schemes to attract the customer.  The company can prove to be major threats for its competitor‟s if it increases marketing efforts. and consequently  Weaknesses  Some products have high prices as compared to the other products.

REVIEW OF LITERATURE CUSTOMER SATISFACTION 52 .

53 ." meaning expected purchases in the future. To avoid unwanted implications in some areas such as government services. This is done to address concerns that the word "customer" implies a narrowly commercial relationship involving the purchase of products and services. However. and education. However. LITERATURE OF CUSTOMER The word customer is derived from "custom. some managers in this environment." meaning "habit". in which the emphasis is on being helpful to the people one is dealing with rather than on commercial sales. a customer was someone who frequented a particular shop. and with whom the shopkeeper had to maintain a relationship to keep his or her "custom. community services. "customer" also has a more generalized meaning as in customer service and a less commercialized meaning in not-for-profit areas. who made it a habit to purchase goods of the sort the shop sold rather than elsewhere. comfortably use the word "customer" to both internal and external customers. the term "customer" is sometimes substituted by words such as "constituent" or "stakeholder".

They purchase your stuff in exchange for money. Ask questions early in the call to determine who's who in the zoo. They are often closely connected to the bag of money and positioning them as an ally to your cause is critical for your success.  Allies. It can sometimes be difficult to ascertain who the bag of money is and who the allies are. They have the financial autonomy to decide where and how they will spend their budget the bag of money. Given that. They do not make the final decision but they may have tremendous impact on the outcome. allies can be a tremendous wealth of information. Pick their brains and learn how you can differentiate yourself from the competition. However. Customers buy differences. you or your competitor? Who has earned the confidence and trust of the customer? You and your competitor are vying for a piece of their budget the best solution wins. Shrink your sales cycle by understanding the players within your accounts. not similarities. Know this: Customers vote with their money and complain with their feet.Types of customer There are six types of customers. These are the users of your product or service. They have a budget and will give you some of it in exchange for a solution that meets their needs and expectations. not the ultimate decision maker. Simply ask them who else may be involved with decisions. 54 . The question is who gets the bag of money.  External Customer. I affectionately refer to external customers as ones with the bag of money. These customers usually don't have a bag of money but they play a vital role in you success. These are the people and organizations who have a need for your product or service.

inefficiencies. Do the job well the first time and you often get rewarded with another opportunity to serve them.  Repeat Customer. such as family. discourtesy. Be aware too of your own personal internal customers." So true. "We have less to fear from outside competition than from inside conflict. Poor internal relationships can have fatal consequences for your external customers. Under promise and over deliver. And guess what? They give you more money! You may have heard that it costs up to five times as much to replace a customer as it does to keep one. and bad service. Appreciate them and treat them with respect. They support you and make you look good to your external customers. They are the jewels of your business. They also deserve respectful treatment. I recently saw an anonymous quote that supports my point. and parents. So. Unfortunately. or significant other as your personal internal customers. Internal Customer. external customers become the beneficiary of your internal relationships. It's up to you to quarterback all of the company's resources to resolve their problem. When you work in harmony with your internal customers. spouse. These are fellow employees and managers within your place of business. spouse. View your kids. They want to fix the problem. keep them happy. they are often the victims of the blame fest. 55 .

Dig up their file. These are previous customers who no longer do business with you. You guessed it. you will find the Sequential Model is applicable to all six types. As you work with your customers. Remember. Knowing these people can prove to be a huge advantage. There is nothing worse than wasting valuable selling hours on people who cannot help advance the sale. these people have little or no impact on the decision. Pay particular attention to your internal customers. They may also provide clarity as to who the allies are and who the bag of money is. They often become loyal customers provided you resolve the problem to their satisfaction. They are often an easy point of entry into an account but they seldom contribute to the sales process. For some reason they have forgotten about you or they are still upset with you. knowledge is power. In fact they do more harm than good by creating a false sense of authority. 56 .  Bag of Wind. Put your ego aside and offer restitution to satisfy the customer. give them a call. Born-Again Customer. and settle any outstanding grievance.

service levels. One of the crucial elements of marketing strategy is to choose the segment or segments that are to be served. This finding led the company to tailor its marketing strategy to various segments according to their innovativeness. age. the company could decide to serve all industrial customers (large. RCA. initially classified potential customers for color television sets according to age. An American food processor achieved rap success in the French market after discovering that modernity Frenchwomen liked processed foods while traditional French house wives looked upon them as a threat. Mass acceptance of color television might have been delayed substantially if RCA had followed a more traditional approach. or segments. Not all customers want the same thing. however. For example. Currently. small) by offering diesel-driven snowmobiles for delivery use. however. that is. income. they use SIC codes. the served market consisted of one segment but conceivably. 57 . medium. however.Customer Segmentation In the snowmobile example. Categories based on these variables. the large market has a variety of submarkets. quail levels. Differences can be expressed in terms of product or service features. is not always easy because different methods for dissecting a market may be employed and deciding which method to use may pose a problem. must be segmented because the market is not homogeneous. Particularly in well-supplied markets. it cannot be served by one type of product/service offering. The broader´ served market. In other words. the served market. for example. and income as differentiating variables. Later analysis discovered that there were innovators´ and followers´ in each of the above groups. This. Could be much broader in scope. that vary substantially. The company soon realized that these segments were not crucial for continued growth because potential buyers were not confined to those groups. the United States represents the largest market in the world for most products. however. Typically. customers generally prefer products or services that are tailored to their needs. may not suffice as far as the development of strategy is concerned. annual purchase volume. and social class. Virtually all strategists segment their markets. it is not a homogeneous market. orty something else.

Today more than 160 brands adorn retail shelves. Segmentation aims at increasing the scope of business by closely aligning a product or brand with an identifiable customer group. it applies even to services. and Lucky Strike. Take. This proved to be critical since heavy users can be expected to be more sensitive to price and may be more aware of and responsive to promotional perspectives.A leading industrial manufacturer discovered that its critical variable was the amount of annual usage per item. have been vying with one another for important customers by offering innovative services that set each bank apart from its competition. tobacco companies have been dividing the smoking public into relatively tiny sociological groups and then aiming one or more brands at each group. for example. Cigarette marketing success hinges on how effectively a company can design a brand to appeal to a particular type of smoker and then on how well it can reach that smoker with sharply focused packaging. 58 . for example. for example. cigarettes. product design. Vantage and Merit. Thirty years ago. Banks. most cigarette smokers chose from among three brands: Camel. What is true of cigarettes applies to many. Camel and Winston are aimed mostly at rural smokers. Chesterfield. many products. not per order or per any other conventional variable. These illustrations underscore not only the significance of segmenting the market but also the importance of carefully choosing segmentation criteria. are aimed at young women. In order to sell more cigarettes. and advertising.

creative analysts may well identify others.  The same value system with respect to the importance of these requirements.events (such as use intensity. Many consumer. segmentation is achieved by forming end use segments. 59 . and attitudes) as the bases of segmentation. however. and small markets. medium. a shipbuilding company dissects its tanker market into large. Segment all customers into groups having  Common requirements. In consumer goods marketing. and low-grade markets. similarly. brand loyalty.g. For a detailed account. For example. or situation specific. and customer size segments. common buying factor segments. reference may be made to a textbook on marketing management. General Foods. making sure that the distribution system selected differentiates each segment with respect to cost and price. Data for forming customer segments may be analyzed with the use of simple statistical techniques (e. its cargo ship market is classified into high-. 3. medium-. personality and lifestyle variables. geographic segments. 2.goods companies. A forklift manufacturer divides its market on the basis of product performance requirements. product segments. the following procedure may be adopted to choose a criterion for segmentation: 1. and Coca-Cola among them. Procter & Gamble. Determine the theoretically most efficient means of serving each market segment. In addition to these criteria. Segmentation criteria Segmentation criteria vary depending on the nature of the market. one may use simple demographic and socioeconomic variables. Conceptually. Identify potential customers and the nature of their needs. base their segments on lifestyle analysis. averages) or multivariate methods.. In industrials marketing.

the next strategic issue is deciding which segment should be selected.4. 3. and so forth. Finally. Also. practicality. It must be capable of being isolated so that competitive advantage can be preserved. segments based on the happiness variable cannot be reached by a specific promotional medium. 60 . Once segments have been formed. the variable should create segments that may be accessible through promotion. The selected segment should comply with the following conditions: 1. such as the degree of customer happiness. that is. It must be valid even though imitated. segments should be substantial in size. The variable should be measurable. and financial policies. stage of production. or frequency of buying. The key is to choose a variable or variables that so divide the market that customers in a segment respond similarly to some aspect of the marketer‟s strategy. not simply a qualitative viewpoint. credit arrangements with customers. A market can also be segmented by level of customer service. channels of distribution. location of plants. legal restrictions. characteristics of manufacturing equipment. Adjust this ideal system to the constraints of the real world: existing commitments. that is. rate of consumption. Even if it is feasible to measure happiness. It should be one in which the maximum differential in competitive strategy can be developed. 2. price/performance characteristics. they should be sufficiently large to warrant a separate marketing effort. it should represent an objective value. such as income.

often only with a receipt and within a specified time frame." Its importance varies by products. the feeling that a product or service has met the customer expectation. industry and customer. According to Turban et al. Customer service is a series of activities designed to enhance the level of customer satisfaction that is. many organizations have employed a variety of methods to improve their customer satisfaction levels. and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. during and after a purchase. defective or broken merchandise can be exchanged. To address this argument. exchanges and complaints. From that perspective. Some have argued that the quality and level of customer service has decreased in recent years. the perceived success of such interactions being dependent on employees "who can adjust themselves to the personality of the guest". and other KPIs. Retail stores will often have a desk or counter devoted to dealing with returns. customer service should be included as part of an overall approach to systematic improvement. Customer service Customer service is the provision of service to customers before. From the point of view of an overall sales process engineering effort. customer service plays an important role in an organization's ability to generate income and revenue. (2002). 61 . or will perform related functions at the point of sale. A customer service experience can change the entire perception a customer has of the organization.

 DATA EVALUATION After collecting and analyzing the data understanding has been made that in this era of marketing where the market is full of competitors IndiaMart should have to do something innovative and creative in order to give tough competition to the top broking companies. Because of high account opening charge in the market customer are not ready to open an account. It should provide training to customers and also show the demo etc. satisfied and delight to make more and more profit and leave the competitors behind.  LITERATURE SEARCH It has been found that if company want to expand its market share and to increase the customer then it should have to focus on product and services promotion apart from brand promotion. The company will have to satisfy its customer in an appropriate way so that they will become loyal customer and they will also help to increase to increase the number of customer through their valuable references. It means anyhow company will have to make its customer happy. problem solving etc. The problem is related to brokerage rate. PROBLEM FORMULATING STAGE During the research the survey of the market in Bangalore has been done and then result was found that company and its owners are doing their job more efficiently but still the company is lacking to make its customer fully satisfied. As we know that CUSTOMER SI THE KING´. The existing customers are not having so much of problem but the new customers are facing the problem. The company should launch some good schemes & lower broking charges. 62 . expert knowledge.

RESEARCH METHODOLOGY

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OBJECTIVE OF THE STUDY

To find out the problems faced by IndiaMart in finding manufacturers and Suppliers of desired (lack of online business awareness) To find out the problems faced by IndiaMart in identifying and developing new products and their market (Regarding Fund Allocation) products. To learn the whole process involved in identification of product requirement, supplier search, and search of prospective customers. (Regarding location problem etc.)

SCOPE OF THE STUDY

The scope of the study is limited to India mart, which is place of global buyers with global suppliers It‟s also prepares online catalog, trade leads and tender. After the completion of the reports we will come to know the whole process of India mart and how India mart has become largest online B2B marketplace.

RATIONALE OF STUDY

Provides information about India Mart to the companies ,how India Mart is helpful for the SME‟S growth. Help to analysis operation of India Mart The report shall be helpful for the further in-depth study on the subject.

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RESEARCH METHODOLOGY
Marketing Research is the systematic & objective identification, collection, analysis, dissemination & use of information for the purpose of improving decision making related to the identification & solution of problems & opportunities in Marketing. A research process consists of stages or steps that guide the project from its conception through the final analysis, recommendations and ultimate actions. The research process provides a systematic, planned approach to the research project and ensures the all aspects of at the research project are consistent with each other. Research studies evolve through a series of steps, each representing the answer to a key question.  INTRODUCTION TO METHODOLOGY This chapter aims to understand the research methodology establishing a framework of evaluation and revaluation of primary and secondary research. The techniques and concepts used during primary research in order to arrive at findings; which are also dealt with and lead to a logical deduction towards the analysis and results.  RESEARCH DESIGN Research design is a conceptual structure within which research was conducted. A research design is the detailed blueprint used to guide a research study towards its objective. It is a series of advanced decision taken together comprising a master plan or a model for conducting the research in consonance with the research objectives. Research design is needed because it facilitates the smooth sailing of the various research operations, thereby making research as efficient as possible yielding maximum information with the minimum effort, time and money.

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( I ) Exploratory Research To gather preliminary information that will help define problems and suggest hypotheses. Construct and pretest a Questionnaire (interviewing form) or an appropriate form for Data Collection. Develop a plan of Data Analysis. 2. 3. Specify the measurement and scaling procedures. Define the information needed. The steps undertake are logical. impersonal and ongoing.(Hypotheses Testing)  Experimental Research : (Causal Research) To establish the cause-and-effect relationships RESEARCH PROCESS The research process has five distinct yet interrelated steps for research analysis. Descriptive and/or Causal phases of the Research. (uses Secondary Data & Focus Groups ) ( II ) Conclusive Research  Descriptive Research To describe things. 6. valid. 5. 1. reliable. Design the Exploratory. Specify the Sampling Process & Sample Size. such as the market potential for a product or the demographics & attitudes of consumers who buy the product. 66 . 4. objective. step and specific procedure. systematic. Each step is viewed as a separate process that includes a combination of task.

As compared to secondary data which is previously gathered data. Encourage The Customer In Telephonic Dealings. An example is information gathered by a questionnaire. but at least email or call them back and let them know you‟ve received their message and you'll contact them about it as soon as possible. Data gathered by the researcher in the act of conducting research. independent observations and test results. Qualitative or quantitative data that are newly collected in the course of research Consists of. This is contrasted to secondary data. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. Secondary data  PRIMARY DATA New data gathered to help solve the problem at hand. though. which entails the use of data gathered by someone other than the researcher information that is obtained directly from first-hand sources by means of surveys. let the customer know you're working on it. It's important to meet your customers face to face at least once or even twice during the course of a project. Even if you're not able to solve a problem right away. Rest assured. This is the most daunting and downright scary part of interacting with a customer. observation or experimentation. We all know how annoying it is to wait days for a response to an email or phone call. 67 . It might not always be practical to deal with all customers' queries within the space of a few hours. Primary data is basically collected by getting questionnaire asked to the respondents.EXPLORATORY RESEARCH The method I used for exploratory research was Primary Data. it does get easier over time. Customer Satisfaction in 7 Steps 1. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. focus groups. original information that comes from people and includes information gathered from surveys. 2.

then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service. So make sure your customer service policy is present on your site -. Be Friendly and Approachable. 4.and anywhere else it may be useful. and most importantly. It's vital that you keep a clear head. This may not be too important when you're just starting out. wanted and valued. 68 . it shows there are real people on the other end of that screen or telephone. courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat our clients over the head repeatedly with a blunt object . or not knowing who to turn to. If a customer has a problem. 5. it's something. respond to your clients' wishes as best you can. what should they do? If the first option doesn't work. It shows you care. It's very important to be friendly. Even if it's as small as sending a Happy Holidays email to all your customers. and at all times remain polite and courteous. who should they tell? There's nothing more annoying for a client than being passed from person to person. A fellow Site Pointer once told me that you can hear a smile through the phone. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective. This is very true. but remember to do them. Have a Clearly-Defined Customer Service Policy.it happens to all of us. it makes the customer feel welcomed.3. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. but a clearly defined customer service policy is going to save you a lot of time and effort in the long run.

In this case a quick apology and assurance it'll be ready ASAP wouldn't go a miss. technology can fail and sub-contractors don't always deliver on time. deliver.6. on which certain issues shall be selected. 7. Anticipate Your Client's Needs & go out of Your Way to Help Them Out. or you might miss a deadline through no fault of your own. achieving this supreme level of understanding with your clients will do wonders for your working relationship. Sometimes. 69 . Sometimes this is easier said than done! However. this shall be further taken up in the next stage of exploratory research. The simple message: when you promise something. Projects can be late. Honor Your Promises It's possible this is the most important point in this article. to review and critique the industry norms and reports. Clients don't like to be disappointed. something may not get done. Secondary source of data used consists of books and websites My proposal is to first conduct a intensive secondary research to understand the full impact and implication of the industry. which I feel remain unanswered or liable to change.

The questionnaire method has come to the more widely used and economical means of data collection. It was also important as researcher to respect the samples time and energy hence the questionnaire was designed in such a way. These questionnaires were personally 70 .DESCRIPTIVE RESEARCH STEPS in the descriptive research  Statement of the problem  Identification of information needed to solve the problem  Selection or development of instruments for gathering the information  Identification of target population and determination of sampling Plan.  Design of procedure for information collection  Collection of information  Analysis of information  Generalizations and/or predictions  DATA COLLECTION Data collection took place with the help of filling of questionnaires. that its administration would not exceed 4-5 mins. I found it essential to make sure the questionnaire was easy to read and understand to all spectrums of people in the sample. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to questions. written or oral.

and preferences. among other things. contact number. Topic areas: Governance. The target population is the population I want to make conclude an ideal situation. This will be either all or a subset of potential users.e. background. 71 . It attempts to describe them as they are rather than a the describer woulds like them to be. women. rural residents. such as adolescents. for which a given course of instruction is intended. Accountability and Evaluation. website. may refer to groups with specific demographic or geographic characteristics. the sampling frames to matches the target population.Primary Research was based on the Telephonic Session (Questionnaire Session). A population to be reached through some action or intervention.most likely questions asked is as followed 1) What is your name? 2) What is type of company? 3) What is the company description? 4) What is the designation of the contact person? 5) What is the e-mail id. The specific population intended as beneficiaries of a program. ability. The group of people you are trying to reach with a particular strategy or activity. address? 6) How many employees are working in your organization? 7) What type of product /services do they have? DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE TARGET POPULATION It is a description of the characteristics of that group of people from whom a course is intended.it was B2B and B2C. age. Also called the audience the audience to be served by our project includes key demographic information (i. sex etc. The audience defined in age.). Operations Management and Leadership. A specific resource set that is the object or target of investigation. fax number.. or the residents of a particular geographic area.

The numbers of samples you need are affected by the following factors:        Project goals How you plan to analyze your data? How variable your data are or are likely to be? How precisely you want to measure change or trend? The number of years over which you want to detect a trend? How many times a year you will sample each point? How much money and manpower you have? I have targeted 50 people for the purpose of the research. The details of our sample are explained in chapter named primary research where the divisions are explained in demographics section.SAMPLE SIZE This involves figuring out how many samples one need. 72 . The target population influences the sample size. . The target population represents there Bangalore. The people were from different professional backgrounds.

It provides a feedback to the organization about their sales schemes and what impact dose it has on the consumer.SIGNIFICANCE OF STUDY Every research is conducted to fulfill certain objective and these objectives in turn fulfill some purpose. The need of the stud y arises because of the reason that a trainee must understand the company. It helps the firm acquire a better understating of the buyer thinking. product. it s achievement s and t asks. Also give proper shape to the company business target profit and growth. a trainee will be able to work well for t he organization. distribution and promotion and pricing etc need the support of marketing research. It also aids he formulation of marketing mix. skill and resources and its changing market opportunities. decision on each element of marketing mix. product s and services and also to collect information about its product s and services offered to customer through collecting their views as per t heir percept in about company. The very essence of every project related to marketing is providing a view to management for chalk out the organization. So that they can maintain a viable fit between the organization objective. after understanding and collecting information about the organization performance in eyes of customer. 73 . This hand on experience helps him in identifying the critical factor of changing consumer perception. So that.

The most likely reasons are unsatisfactory inquiries and fake inquiries. For e. They don‟t want to expand further due to limited resources or lack of vision and to avoid risk. It necessities keeping record of their status at regular interval.g. tradeindia .com provides almost same services but at considerably low amount as compared toindiamart. Some of the customers are satisfied with the present status of their business. Many of the clients had bad experience as a result they have withdrawn from it. shows no interest to online promotional services. 74 . the probability of converting the prospect into regular client can be found out. Some of them had suffered heavy losses by accepting those fake enquiries. Some of the clients are not able to afford the cost or price thatindiamart. The price factor also plays key role in generating leads because aware customers are likely to respond to that services which offer maximum advantage at minimum cost. if company gets regular order from government.Limitation of the study The most likely argument is not getting enough return on their investment so it‟s difficult for them to invest at this point of time. Regular follow up is required to maintain their proper status.com.g.com offers. Some of the organization have their own web pages and also have contacts of website developers who help them to develop website for companies in more cost effective way. For e. For e. Most of the organization is controlled from their respective headquarters as a result the decision remains pending for a long period of time.g. with the help of appointment at regular intervals.

DATA ANALYSIS AND INTERPRETATION 75 .

that.Awareness of IndiaMart among the people 20% No 80% Yes Graph 2:.Response of people Interpretation Although there is sufficiently high brand equity among the target audience yet. it is to be noted that from 100 customers only 14% are aware about the facilities provided by IndiaMart and rest 86% are not aware of the facilities provided by the company meaning thereby. the company should concentrate more towards promotional tools and increase its focus on product awareness along with brand awareness. 76 .

Result of satisfaction level among customers with IndiaMart Interpretation Here we can easily see that from 100 customers. This pie-chart corroborate the fact that Strategic marketing. 77 . has gone beyond only meeting Sales targets and generating profit volumes. 72% are satisfied with the services of the company but apart from them rest of 28% is completely dissatisfied with the services of the company. today. It shows that all the competitors are striving hard not only to woo the customers but also to make them Brand loyal by generating customer satisfaction. Once the customer will be satisfied then only they will become loyal otherwise the company not only looses them but also will their reference customer.Result of satisfaction level among customers with IndiaMart satisfaction level among customers 18% 72% Satisfied Dissatisfied Graph 2:.

Result of company services is better than competitors Interpretation While asking about whether the INDIAMART services are better from the other competitors or not the response I got from the respondents that only 2% were highly agree 14% were agree.company services is better than competitors 4% 12% 32% 9% Highly Agree Agree Neither Agree nor Disagree Disagree Highly Disagree 43% Graph 9:. 46% were neither agree nor disagree. 78 . The respondents who were highly disagree was the result of delay in services and more charges as compared to other competitors. 33% were disagree while 5% were highly disagree.

as given an opportunity we would like to quote IndiaMART as “Best Channel of Advertising & Spreading Awareness about the Company in the Respected Business Arena." Mr. Noida "As far as appreciation goes." Mr. as the company's name is good enough to represent the foothold in the market with qualitative service back up to its customers. N." Kunal Gupta Dagar Tiles.com for the last two years. We are proud to be an associated member of IndiaMART. Nitin Nagpal Man Behind Nalsons "IndiaMART.V. We have yielded lot of genuine buyers all over the world.Testimonials "I have been using many b2b services for promotion of my business But honestly Indiamart is class apart with excellent customer support and excellent quality of exclusive buyer inquiries Today Indiamart is Number 1 Portal of India and it is my honor to be associated with indiamart Services given by Indiamart cannot be paid in money because it is priceless. We are highly grateful to IndiaMART for helping us in boosting our business globally. Subramaniam (Business Partner) Quality Exports 79 .com has been instrumental in helping us to generate good volume of business in Home Furnishings & Textile related products. we are of the idea that IndiaMART does not need any further appreciation. However.

P. Because of the listing you provided." We are happy to be associated with IndiaMART. Balasubramanian MAXCOP "Your website should be candidate to Nobel Prize." Jiaxing Tractor Company Australia "Thanks a lot guys."IndiaMART.COM have been instrumental in promoting our Home Textile products all over the world.COM and would like to continue this relationship in the future. They have helped us to get good volume of business through their promotion. 80 ." Alessandro Gattinoni World Trade Center East Lombardy Brescia Italy "We would like to congratulate India mart. We get more offers from factories in Poland through India mart than their programs in Poland. We get enquiries from manufacturers around the world which must go into your programs. I am simply astonished by its simplicity and efficiency. many of which were cemented. Keep up the good work. You will rank first one day! Thanks to exist! I will indicate your website as ultimate term of comparison. We are on many similar programs around the world and yours is the best. i got lots of enquiries." Raghu Nandan The Bangalore Trading Co.

. It is service such as this which makes organizations successful and I thank you very much.... Frankly." Gregory Sutherland DSR Trading Co. "Congratulations! You will be glad to know that your site has been nominated as one of the TOP 25 INDIAN WEB SITES OF 1997 by PC WORLD (INDIA) in its December '97 issue. I was really amazed to see such a rich site come up just on clicking for leather industry in India on AltaVista. Technology and Medicine in London. at PC WORLD would like to applaud you for your excellent efforts and also hope that you keep up the good work and continue to merit such recognition in future as well. We. that I came accross was IndiaMART. Kankani India Glazes Ltd." Monica Halan The Economic Times "I find your service very usefull in detecting the true buyers. Ltd. You have given me the feeling that I am into the right hands and all my requests would be answered." N." Ashish Bhatia PC World (India) 81 . "I am an Indian student at the Imperial College of Science. I am currently doing a project on the Indian leather industry." Gaurav Joshi "One of the most interactive trading zone on the net..K."I am happy that you replied to my email so quickly.

and our team is visiting the IT India'97/Comdex fair. "Congratulations on such well produced pages ." Rohit Dalvi (Market Support Manager) Crompton Greaves Ltd. Unfortunately.com and are pleased to give you the Best of Asia-Pacific Web Award !" Chong Kee Best of Asia-Pacific Web Award 82 ." David Way "I am doing a "report" on the Taj Mahal and decided that cruising the net would be a good way to come up with some useful information.indiamart. However. "I am working at Reliance Industries Ltd. your's was crisp and detailed. I went through your site and it was damn informative." Jaideep Desai Reliance Industries Ltd.for you and your clients." Mellanie Triplett Student "We have reviewed your site at http://www. I ran out of luck. (I found you when looking for Mangalore Power."Compliments for an interesting Web Site ! Please keep up the good work for the Indian Industry. There are a lot of sites with pictures of the Taj Mahal and some background information on the subject but most of the shots were distant ones.

it should redesign its promotional strategies to capture more market. The company will have to provide the customer experts knowledge in broader way i. The company should solve the problems of the customer‟s quickly because delay in this will make them dissatisfied and they will not provide the reference of any customers. This will act as a customer acquisition program. to each needful person when needed. 83 .e. The company should lower its brokerage charge in order to gain more customers. The company should organize seminars for new as well as existing customer in order to make existing customer delight by providing some gifts. The company should increase the number of advertisement through various media to remind present as well as to aware new customer about it‟s services.FINDINGS The IndiaMart is lacking in the areas of services promotion.

It necessitates keeping record of their status at regular interval.LIMITATIONS Following are some limitations which affect our performance in the organization. The same case is with small scale sectors.com offers. For e.g. the probability of converting the prospect into regular client can be found out.com is providing eminent facilities so as to increase and maintain the performance of each and every employee in the organization.  Some of the clients are not able to afford the cost or price that indiamart.  The basic problem that everyone faces today is of recession. with the help of appointment at regular intervals. The most likely argument is not getting enough return on their investment so it‟s difficult for us to invest at this point of time.com.g.  The price factor also plays key role in generating leads because aware customers are likely to respond to that services which offer maximum advantage at minimum cost. For e. tradeindia. if company gets regular order from government. For e. 84 .g. They don‟t want to expand further due to limited resources or lack of vision and like to avoid risk. shows no interest to online promotional services.  Some of the customers are satisfied with the present status of their business. Indiamart.com provides almost same services but at considerably low amount as compared to indiamart.

The most likely reasons are unsatisfactory inquiries and fake inquiries.  Some of the clients are very satisfied with their business as they are generating enough business locally. 85 . Some of them had suffered heavy losses by accepting those fake inquires.  The absence of respective departmental head because of meetings or on leave requires follow up on continuous basis. Regular follow up is required to maintain their proper status.  Most of the organizations are controlled from their respective headquarters as a result the decision remains pending for a long period of time. Many of the clients had bad experiences as a result they have withdrawn from it.

RECOMMENDATION

Company should have a scheme of rewards and recognition to employees and the field persons to boost their motivation.

Rs24000 promotion charges are too high when targeting a corporate so the company should be flexible on this amount.

After sales services and follow up calls are important for getting new references so trained telesales should be appointed for this purpose whose sole work should be to make feedback calls.

Make the complaint process and complaint redressal process easy so that there is a scope of improvement to identify regions where promotions are required.

The company needs to go for aggressive advertisement campaign Increase two way communications between the company and the client Company should contact with their clients regularly for knowing the problems faced by them.

This will result in additional customer base by getting further references from satisfied clients.

The Company should give training to the customers and keep seminars for the customers.

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CONCLUSION

The main purpose of Summer Internship Program (SIP) is to gain practical knowledge and apply our skills in practical and real environment.

It is the time when we have to sharpen our skills, abilities and knowledge which would help me in getting final placement.

In Indiamart.com, I have got an opportunity to explore my potential. By preparing extensive research reports we have attained fundamental knowledge of online promotional services, its scope and its importance in coming years.

I have also come across various technicalities related to online promotional services.

I am very confident that after completing my internship in Indiamart.com Company I would have mastered in various online promotional services.

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ACHIVEMENTS

 Understood the concept of “online promotional services”  Types of schemes available in online marketing.  Got knowledge of how the organization functions.  How to interact with clients.  Understanding client‟s perception.  Handling client queries and objections.  Filling up questionnaire forms, Performa invoices, Know your client (KYC) Requirements.  Understood concept of B2B portals, online marketing and mass advertising.  Understood functioning of organizational hierarchy  All formal communication channels used in organization  How organization does measures performance of their employees.  How to develop and maintain corporate relationship, etc.

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BIBLIOGRAPHY 89 .

2009. NAMAKUMARI  Marketing Research: .IndiaMart.R.com 90 .com  www.google.wikipedia..DR.PHILIP KOTLER 13th Edition.  Marketing Management:.com  www.V. C.investopedia.BOOKS  Marketing Management: . New Delhi. Prentice Hall of India Ltd. KOTHARI NEWSPAPER AND MAGAZINE  Business World  The Economic Times  Business Standard  Business line WEBSITES  www.S RAMASWAMY AND S.com  www.

U. [8] What kind of source of media you use to promote your company? Print media Personal reference Online promotion services Others Exhibition/ trade shows 91 .F Partnership Private Ltd Co. Proprietorship Limited Co.QUESTIONNAIRE [1] Company Name [2] Address [3] Contact number [4] Email ID [5] Website [6] Nature of Business Manufacturer Exporter Domestic supplier Export house Import house Buying agent Stockiest Wholesaler Retailer All [7] Legal Status of your Business? H.

[9] Have you ever opted for online promotion services? Yes No [10] Do you know the companies which provide online promotion services? Yes If.20000-30000 Rs.com Madefromindia.com [11] How much amount of money you spend to market your product/service annually on Internet? Less than Rs.com Indianyellowpages.com Exportersindia.com Tradeindia. yes Indiamart.30000 and More [12] Are you interested in promoting your services online? Yes No No [13] At which level would you like to promote your product? Local National Global 92 .10000 Rs.10000-20000 Rs.com Alibaba.

com Exportersindia.com Indianyellowpages. credibility factors and statutory approvals? Yes No [18] Are you aware of online promotion services provided by INDIAMART.com 93 .com Alibaba.[14] Are you satisfied with the present service provider? [15] Are you interested to participate in Exhibition/ trade shows? [16] Why would you like to advertise in Trade shows? Maximum exposure through international distribution Global buyers preferred choice Minimum cost per business enquiry International quality print.com? Yes No [19] Rank the following? Indiamart. paper and design Ensure virtual participation in major International trade shows [17] Does your service provider provide you with existence verification.com Madefromindia.com Tradeindia.

[20] Rank the following benefits which would you like to reap from the internet? Tap new markers across the world Reach potential buyers from over 200 countries Lowest client acquisition cost Be available to buyers 24 x 7 Get a global presence Showcase an entire range of products 94 .

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