CHAPTER-1 INTRODUCTION 1.

1 INTRODUCTION ABOUT THE STUDY Electronic business, or e-business, consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. The amount of trade conducted electronically has grown extraordinarily with widespread Internet usage. The use of commerce is conducted in this way, spurring and drawing on innovations in electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems. Modern electronic commerce typically uses the World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a wider range of technologies such as e-mail as well. Electronic commerce that is conducted between businesses is referred to as business-tobusiness or B2B. B2B can be open to all interested parties (e.g. commodity exchange) or limited to specific, pre-qualified participants (private electronic market). Electronic commerce that is conducted between businesses and consumers, on the other hand, is referred to as business-toconsumer or B2C. This is the type of electronic commerce conducted by companies such as Amazon.com. Online shopping is a form of electronic commerce where the buyer is directly online to the seller's computer usually via the internet. E-business also consists of the exchange of data to facilitate the financing and payment aspects of the business transactions. E-business is a booming activity; its consumption is increasing day by day. Perhaps the clearest indication of the growing importance of e-business in the global economy is the rapidity with which Internet use has grown and spread during the last decade. The boom in e-business also includes increased use of other media for trade, such as the telephone, television, fax, and electronic payment.The term "Electronic business" refers to the use of an electronic medium to carry out commercial transactions. Most of the time, it refers to the sale of products via Internet, but the term e-business also covers purchasing mechanisms via Internet .A client who purchases on the Internet is called a cyber consumer. E-business is not only limited to online sales, but also covers:

Preparation of estimates online Consulting of users Provision of an electronic catalog

Access plan to point of sales Real-time management of product availability (stock) Online payment Delivery tracking After-sales service

In certain cases, electronic business makes it possible to highly customize products, in particular when the electronic business site is linked with the production system of the enterprise (e.g. business cards, customized items such as T-shirts, cups, caps, etc.) Finally, as electronic services and products are concerned (MP3files, software programs, e-books, etc.), electronic commerce makes it possible to receive the purchase in a very short time, if not immediately. 1.2 SCHEME OF THE REPORT The project is classified into six chapters. First chapter starting with introduction it comprises introduction about the topic. The second chapter covers the industrial profile, company profile, product profile. The chapter three explains the application of theoretical prospects and it also called review of literature. The fourth chapter is research methodology which includes research design, data collection method, research approach, sampling methods, processing of data and tools analysis. In chapter five is research analysis and interpretation. Chapter six give the overall summary of findings and suggestion. Then explains the bibliography and give details about the quest CHAPTER -2 PROFILE 2.1 INDUSTRY PROFILE FMCG Industry Fast Moving Consumer Goods (FMCG) are products that have a quick shelf turnover, at relatively low cost and don't require a lot of thought, time and financial investment to purchase. The margin of profit on every individual FMCG product is less. However the huge number of

goods sold is what makes the difference. Hence profit in FMCG goods always translates to number of goods sold. Fast Moving Consumer Goods is a classification that refers to a wide range of frequently purchased consumer products including: toiletries, soaps, cosmetics, teeth cleaning products, shaving products, detergents, and other non-durables such as glassware, bulbs, batteries, paper products and plastic goods, such as buckets. Fast Moving is in opposition to consumer durables such as kitchen appliances that are generally replaced less than once a year. The category may include pharmaceuticals, consumer electronics and packaged food products and drinks, although these are often categorized separately. The term Consumer Packaged Goods (CPG) is used interchangeably with Fast Moving Consumer Goods (FMCG). Three of the largest and best known examples of Fast Moving Consumer Goods companies are Nestl, Unilever and Procter & Gamble. Examples of FMCGs are soft drinks, tissue paper, and chocolate bars. Examples of FMCG brands are Coca-Cola, Kleenex, Pepsi and Believe. The FMCG sector represents consumer goods required for daily or frequent use. The main segments of this sector are personal care (oral care, hair care, soaps, cosmetics, and toiletries), household care (fabric wash and household cleaners), branded and packaged food, beverages (health beverages, soft drinks, staples, cereals, dairy products, chocolates, bakery products) and tobacco. The Indian FMCG sector is an important contributor to the country's GDP. It is the fourth largest sector in the economy and is responsible for 5% of the total factory employment in India. The industry also creates employment for 3 m people in down stream activities, much of which is disbursed in small towns and rural India. This industry has witnessed strong growth in the past decade. This has been due to liberalization, urbanization, increase in the disposable incomes and altered lifestyle. Furthermore, the boom has also been fuelled by the reduction in excise duties, de-reservation from the small-scale sector and the concerted efforts of personal care companies to attract the burgeoning affluent segment in the middle-class through product and packaging innovations. Unlike the perception that the FMCG sector is a producer of luxury items targeted at the elite, in reality, the sector meets the every day needs of them asses. The lower-middle income group accounts for over 60% of the sector's sales. Rural markets account for 56% of the total domestic FMCG demand. Many of the global FMCG majors have been present in the country for many decades. But in the last ten years, many of the smaller rung Indian FMCG companies have gained in scale. As a result, the unorganized and regional players have witnessed erosion in market share. History of FMCG in India

In India, companies like ITC, HLL, Colgate, Cadbury and Nestle have been a dominant force in the FMCG sector well supported by relatively less competition and high entry barriers (import duty was high). These companies were, therefore, able to charge a premium for their products. In this context, the margins were also on the higher side. With the gradual opening up of the economy over the last decade, FMCG companies have been forced to fight for a market share. In the process, margins have been compromised, more so in the last six years (FMCG sector witnessed decline in demand). Current Scenario The growth potential for FMCG companies looks promising over the long term horizon, as the per-capita consumption of almost all products in the country is amongst the lowest in the world. As per the Consumer Survey by KSA Techno Park, of the total consumption expenditure, almost 40% and 8% was accounted by groceries and personal care products respectively. Rapid urbanization, increased literacy and rising per capita income are the key growth drivers for the sector. Around 45% of the population in India is below20 years of age and the proportion of the young population is expected to increase in the next five years. Aspiration levels in this age group have been fuelled by greater media exposure, unleashing a latent demand with more money and a new mind set. In this backdrop, industry estimates suggest that the industry could triple in value by 2015 (by some estimates, the industry could double in size by2010).In our view, testing times for the FMCG sector are over and driving rural penetration will be the key going forward. Due to infrastructure constraints (this influences the cost-effectiveness of the supply chain), companies were unable to grow faster. Although companies like HLL and ITC have dedicated initiatives targeted at the rural market, these are still at a relatively nascent stage. The bottlenecks of the conventional distribution system are likely to be removed once organized retailing gains in scale. Currently, organized retailing accounts for just 3% of total retail sales and is likely to touch 10% over the next 3-5years. In our view, organized retailing results in discounted prices, forced-buying by offering many choices and also opens up new avenues for growth for the FMCG sector. Given the aggressive expansion plans of players like Pantaloon, Trent, Shoppers Stop and Shoprite, we are confident that the FMCG sector has a bright future. Budget Measures to Promote FMCG Sector 2% education cess corporation tax, excise duties and custom duties Concessional rate of 5% custom duty on tea and coffee plantation machinery. Budget Impact

The education cess will add marginally to the tax burden of all FMCG companies The dividend distribution tax on debt funds is likely to adversely effect the other income components of companies like Britannia, Nestle and HLL The measure to abolish excise duty on dairy machinery is a positive for companies like Nestle Concessional rate for tea and coffee plantation machinery is a positive for Tata Tea, HLL, Tata Coffee and other such companies Duty reduction in food grade hexane will have a marginally positive impact on companies like Marico and HLL Area specific excise exemptions for North East, J&K, Himachal Pradesh will continue to encourage FMCG companies to relocate to these areas. The profile of major leading FMCG Market Players is as follows: 1. NESTLE INDIA Nestl India is a subsidiary of Nestl S.A. of Switzerland. With six factories and a large number of co-packers, Nestl India is a vibrant Company that provides consumers in India with products of global standards and is committed to long term sustainable growth and shareholder satisfaction. The Company insists on honesty, integrity and fairness in all aspects of its business and expects the same in its relationships. This has earned it the trust and respect of every strata of society that it comes in contact with and is acknowledged amongst India's 'Most Respected Companies' and amongst the 'Top Wealth Creators of India'. Nestls relationship with India dates back to 1912, when it began trading as The Nestl Anglo-Swiss Condensed Milk Company (Export) Limited, importing and selling finished products in the Indian market. Brief History After Indias independence in 1947, the economic policies of the Indian Government emphasized the need for local production. Nestl responded to Indias aspirations by forming a company in India and set up its first factory in1961 at Moga, Punjab, where the Government wanted Nestl to develop the milk economy. Progress in Moga required the introduction of Nestls Agricultural Services to educate advice and help the farmer in a variety of aspects. From increasing the milk yield of their cows through improved dairy farming methods, to irrigation, scientific crop management practices and helping with the procurement of bank loans. Nestl set up milk collection centers that would not only ensure prompt collection and pay fair prices, but also instill amongst the community, a confidence in the dairy business. Progress involved the creation of prosperity on an on-going and sustainable basis that has resulted in not just the transformation of Moga into a prosperous and vibrant milk district today, but a thriving hub of industrial activity, as well. For more on Nestl Agricultural Services, Nestl has been a partner in India's growth for over nine decades now and has built a very special relationship of trust and commitment with the people of India.

2. HINDUSTAN LEVER LIMITED (HLL) The Global arm of Hindustan Levers Limited is Unilever's and its mission is to add Vitality to life. Their products meet everyday needs for nutrition, hygiene, and personal care with brands that help people feel good, look good and get more out of life.HLL has deep roots in local cultures and markets around the world which gives them a strong relationship with their consumers, which are the foundation for their future growth. They benefit from there wealth of knowledge and international expertise to the service the local consumers - a truly multi-local multinational. Brief History In the summer of 1888, visitors to the Kolkata harbor noticed crates full of Sunlight soap bars, embossed with the words "Made in England by Lever Brothers". With it, began an era of marketing branded Fast Moving Consumer Goods (FMCG). In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing Company, followed by Lever Brothers India Limited (1933) and United Traders Limited (1935). These three companies merged to form HLL in November 1956; HLL offered 10% of its equity to the Indian public, being the first among the foreign subsidiaries to do so. Unilever nowholds51.55% equity in the company. The rest of the shareholding is distributed among about 380,000 individual shareholders and financial institutions. Pond's (India) Limited had been present in India since 1947. It joined the Unilever fold through an international acquisition of Chese brough Pond's USA in 1986. The liberalization of the Indian economy, started in 1991, clearly marked an inflexion in HLL's and the Group's growth curve. Removal of the regulatory framework allowed the company to explore every single product and opportunity segment, without any constraints on production capacity. Simultaneously, deregulation permitted alliances, acquisitions and mergers. In one of the most visible and talked about events of India's corporate history, the erst while Tata Oil Mills Company (TOMCO) merged with HLL, effective from April1, 1993. In 1995, HLL and yet another Tata company, Lakme Limited, formed a50:50 joint venture, Lakme Lever Limited, to market Lakme's market-leading cosmetics and other appropriate products of both the companies. Subsequently in 1998, Lakme Limited sold its brands to HLL and divested its 50%stake in the joint venture to the company. Hindustan Lever Limited (HLL) is India's largest Fast Moving Consumer Goods Company, touching the lives of two out of three Indians with over 20distinctcategories in Home & Personal Care Products and Foods & Beverages. They endow the company with a scale of combined volumes of about 4million tone sand sales of Rs.10,000 crores.HLL is also one of the country's largest exporters; it has been recognized as a Golden Super Star Trading House by the

Government of India. HLL's brands - like Lifebuoy, Lux, Surf Excel, Rin, Wheel, Fair & Lovely, Pond's, Sunsilk, Clinic, Pepsodent, Close-up, Lakme, Brooke Bond, Kissan, KnorrAnnapurna, Kwality Wall's are household names across the country and span many categories - soaps, detergents, personal products, tea, coffee, branded staples, ice cream and culinary products. They are manufactured in close to 80factories. The operations involve over 2,000 suppliers and associates. HLL's distribution network, comprising about 7,000 redistribution stockiest, directly covers the entire urban population, and about 250 million ruralconsumers.HLL believes that an organizations worth is also in the service it renders to the community. HLL is focusing on health & hygiene education, women empowerment, and water management. It is also involved in education and rehabilitation of special or underprivileged children, care for the destitute and HIV-positive, and rural development. HLL has also responded in case of national calamities / adversities and contributes through various welfare measures, most recent being the village built by HLL in earthquake affected Gujarat, and relief &rehabilitation after the Tsunami caused devastation in South India. 3. GLAXO SMITHKLINE GlaxoSmithKline is a leader in the worldwide consumer health care market. With nearly$5 billion in sales, over ten $100 million brands and present in 130markets, the consumer healthcare business brings an added dynamic dimension to GSK. Operating in the fiercely competitive environment of retail and consumer marketing GlaxoSmithKline Consumer Healthcare brings oral healthcare, over-the-counter medicines and nutritional healthcare products to millions of people. In one year GSK Consumer Healthcare produces -among many others- nine billion tablets to relieve stomach upsets; six billion tablets for pain relief tablet sand 600 million tubes of toothpaste. But the driving force behind GlaxoSmithKline's consumer health care business is science. With four dedicated consumer healthcare R&D centers and consumer health care regulatory affairs, the business takes scientific innovation as seriously as marketing excellence and offers leading-edge capability in both. The company has a challenging and inspiring mission: to improve the quality of human life by enabling people to do more, feel better and live longer. This mission gives them the purpose to develop innovative medicines and products that help millions of people around the world. In fact, they are the only pharmaceutical company to tackle the World Health Organizations three priority diseases HIV/AIDS, tuberculosis and malaria. Headquartered in the UK and with operations based in the US, it is one of the industry leaders, with an estimated 7% of the world's pharmaceutical market. As a company has a emphasized more on research &

development, estimated every hour they spend more than 300,000 (US$562,000) to find new medicines. The medicines produced are mainly in six major disease areas asthma, virus control, infections, mental health, diabetes and digestive conditions. In addition, it is a leader in the important area of vaccines and is developing new treatments for cancer. Aqua fresh is one of the world's largest and fastest growing toothpaste and toothbrush brands. The unique red, white and blue stripes of the toothpaste make the product not only visually attractive, but also underline the triple benefits of strong teeth, healthy gums and fresh breath whole mouth protection. The Aqua fresh ranges of manual and electric toothbrushes not only clean teeth effectively, they are also gentle on gums because of their flexible necks. Their flexible heads and brush tips have been designed for cleaning even the hardest to-reach parts of the mouth. The Aqua fresh range also includes whitening, sensitive, tartar control and children's toothpaste, children's toothbrushes, dental lozenges and dental gum. 4. COLGATE PAMOLIVE INDIA LIMITED From a modest start in 1937, when hand-carts were used to distribute Colgate Dental Cream, Colgate-Palmolive (India) today has one of the widest distribution networks in India a logistical marvel that spans around3.5 million retail outlets across the country, of which the Company services 9.40,000 outlets directly. The Company has grown to a Rs. 9600 million plus with an outstanding record of enhancing value for its strong shareholder base. Colgate's tight focus in Oral Care in India while building its Personal Care business coupled with a simple, but sound worldwide financial strategy, has helped deliver consistent shareholder value. Colgate consistently increases gross margin while at the same time reducing overhead expenses. The increase in gross margin and the reduction in overhead expenses provide the money to invest in advertising to support the launch of new products, while at the same time increasing operating profit. Today, Colgate is a household name in India with one out of two consumers using a modern dentifrice. Consistently superior quality, innovation and value for money products emerging out of advanced technology employed, has enabled Colgate to be voted The Most Trusted Brand in India across all brands and categories for the third consecutive year in the Brand Equity AC Nielson ORGMARG2005 survey. Colgate has been the only brand to be ranked in the top three for all the five surveys and to hold the premier position for three consecutive years. This is a true measure of the trust and confidence that generations of consumers have placed in Colgate for their oral care needs. 5. BRITANIA The story of one of India's favorite brands reads almost like a fairy tale. Once upon a time, in 1892 to be precise, a biscuit company was started in a nondescript house in Calcutta

(now Kolkata) with an initial investment of Rs. 295. The company we all know as Britannia today. The beginnings might have been humble-the dreams were any thing but. By1910, with the advent of electricity, Britannia mechanized its operations, and in1921, it became the first company east of the Suez Canal to use imported gas ovens. As time moved on, the biscuit market continued to grow and Britannia grew along with it. In 1975, the Britannia Biscuit Company took over the distribution of biscuits from Parry's who till now distributed Britannia biscuits in India. In the subsequent public issue of 1978, Indian shareholding crossed 60%, firmly establishing the Indianness of the firm. The following year, Britannia Biscuit Company was re-christened Britannia Industries Limited (BIL). Four years later in1983, it crossed the Rs. 100 crores revenue mark. On the operations front, the company was making equally dynamics trades. In1992, it celebrated its Platinum Jubilee. The Wadia Group acquired as take in the company and became an equal partner with Grouped an one in Britannia. The subsequent year saw sales cross landmark 100,000 tones of biscuits or1 billion packs of 100g.Britannia strode into the 21st Century as one of India's biggest brands and the pre-eminent food brand of the country. It was equally recognized for its innovative approach to products and marketing: the Lagaan Match was voted India's most successful promotional activity of the year 2001 while the delicious Britannia 50-50 Maska-Chaska became India's most successful product launch. In2002, Britannias New Business Division formed a joint venture with Fonterra, the world's second largest Dairy Company, and Britannia New Zealand Foods Pvt. Ltd. was born. The company's offerings are spread across the spectrum with products ranging from the healthy and economical Tiger biscuits to the more lifestyle-oriented Milkman Cheese. 6. DABUR INDIA Dabur India Limited is a leading Indian consumer goods company with interests in health care, Personal care and foods. Over more than 100 years we have been dedicated to providing nature-based solutions for a healthy and holistic life style. Through our comprehensive range of products we touch the lives of all consumers, in all age groups, across all social boundaries. And this legacy has helped us develop a bond of trust with us. 1979 - Sahibabad factory / Dabur Research Foundation 1986 - Public Limited Company 1992 - Joint venture with Agrolimen of Spain 1993- Cancer treatment 1994 - Public issues 1995 - Joint Ventures 1996 -3 separate divisions

1997 - Foods Division / Project STARS 1998 -Professionals to manage the Company 2000 - Turnover of Rs.1, 000crores 2003 -Dabur demerges Pharma Business 2005 -Dabur aquires Balsara 2006 -Dabur announces Bonus after 12 years 2006 -Dabur crosses $2 Bin market Cap, adopts US GAAP Product Range Dabur Health Care Product Range Dabur Chyawanprash-Dabur Chyawanshakti-Glucose D DaburLal tail Ghunti-Hajmola Yumstick -Hajmola Mast Masala Anardana Hajmola Hajmola candy Dabur Baby olive oil- Dabur Janma Dabur Foods Product Range Tastes like eating afruit100% Natural Fruit Juice Pure natural Honey Home made - a range of culinary ingredients giving you 'The taste of Indian Kitchen. Lemoneez is a Natural Lemon Juice Capsicum - a fiery red-pepper sauce. 7. GODFREY PHILLIPS Godfrey Phillips is a company driven by passion - the passion to excel, innovate and win, a passion to be the leader, to emerge as the most respected company in the tobacco industry, not just in India but all over the world. Godfrey Phillips is today the second largest player in the Indian cigarette industry with an annual turnover of over US$ 265 million. Incorporated in India in 1936, the Company established its own manufacturing facilities in 1944. Today, the operations span the entire northern and western part of the country, with two manufacturing facilities located in Ghaziabad (near Delhi) and in Andheri (Mumbai), a state of the art R&D centre in Mumbai and a tobacco-buying unit in Guntur (Andhra Pradesh). Headquartered in Delhi, the Company has its sales offices across the country at Ahmadabad, Mumbai, Delhi, Chandigarh and Hyderabad. The Company today is the proud owner of some of the most popular cigarette brands in the country like Red and White, Four Square, Jaisalmer, Dabur Personal Care Product Range Amla Hair Oil Amla Lite Hair Oil Anmol Silky Black Shampoo Vatika Henna Conditioning Shampoo Vatika Hair Oil Anmol Sarson Amla Vatika Anti-Dandruff Shampoo Anmol Natural Shine Shampoo Gulabari Vatika Fairness Face Pack Dabur Red Toothpaste Babool Toothpaste Dabur Red Gel

Cavanders, Tipper and Prince. Its products are distributed through an extensive India wide network comprising 484 exclusive distributors and over 800,000 retail outlets. Over the years, Godfrey Phillips has emerged as a professionally managed, highly efficient corporate entity. Today, the Company has one of the highest productivity rates of workers in the entire country and an enviable organizational structure. Over the years the Company has also become an active player in overseas markets, with significant export volumes. Godfrey Phillips has two major stakeholders, one of India's leading industrial houses - the K.K. Modi Group and one of the World's largest tobacco companies, Philip Morris. Godfrey Phillips has the strong backing of over 15,000shareholders in the Country and is today, through the sheer determination &passion of every employee of the organization, growing from strength to strength. From its modest beginning in London way back in 1844, Godfrey Phillips, a major player in the Indian tobacco industry, has come a long way. The history of the Company reflects the strong determination and passion amongst the founders & the employees of the Company to establishing itself as a leader of the tobacco industry in the Country. Mr. Godfrey Phillips, founder of Godfrey Phillips & Sons commenced business in the Barbican (London), as a Cigar manufacturer in 1844. From the Barbican removed to Primrose Street and after that to Commercial Street London. B.D.V, the packet tobacco with which the name of Godfrey Phillips was intricately connected, is practically contemporary with Mr. Phillips embarkation in tobacco cutting in the year 1887.At that time packet tobaccos were in their infancy. After B.D.V. came "Marigold" and Guinea Gold. Mr. Phillips, a splendid judge of tobacco himself, looked for appreciation of quality in his customers and stuck to his belief that quality will ultimately determine success, something that is still the strongest belief in the Company. Messrs Godfrey Phillips, D.H. Wilmer and H.C. Water in corporate GODFREY PHILLIPS INDIA as a Private Ltd. Co. on 3rd December 1936. The Company imported cigarettes from Godfrey Phillips Ltd. U.K. In the year 1942, plans for setting up a manufacturing facility in Calcutta were made, however it got shelved due to World War II. In 1944, after the war, GODFREY PHILLIPS bought Master Tobacco Co., Chakala, Andheri (Mumbai) thereby establishing its first factory in the Country. In October 1946, GODFREY PHILLIPS became a Public Ltd. Co. with its manufacturing operations in Mumbai. GODFREY PHILLIPS was then primarily a manufacturing company and made cigarette brands like Cavanders, Abdulla No. 7, DERESKE, Marcovich, Red &White. In 1951/52 Godfrey Phillips UK bought out George Dobie &Son's, famous Four Square brand. In 1967, D. Macropolo & Co., which was the sole selling agent for GODFREY PHILLIPS, opened a subsidiary company called "International Tobacco Co.", with its manufacturing facility in Ghaziabad (near Delhi) to manufacture cigarettes for GODFREY PHILLIPS. In 1967-68, Philip

Morris acquired substantial holding in Godfrey Phillips Ltd., U.K. and Godfrey Phillips Investment Corporation which was holding substantial shares of Godfrey Phillips India Ltd. It also acquired a large share holding interest in George Dobie & Sons. Thus in 1968, Godfrey Phillips Ltd., U.K., George Dobie & Sons, and GODFREY PHILLIPS became affiliates of Philip Morris. Philip Morris is a large professionally managed multinational with diversified business interests. It has a wide range of tobacco and other products, with "Marlboro" being its leading brand in the world. It took major initiatives in 1968 for GODFREY PHILLIPS to reorganize its operations. A major thrust was given to marketing & sales and it was decided to merge D. Marco polo & Co. With Godfrey Phillips, a process, this began in 1969. The merger was finally completed on31st December 1975, bringing the four sales branches and "International Tobacco Co." under its fold. In 1973 GODFREY PHILLIPS, successfully launched Four Square Kings, Indias first King Size filter cigarette. It was the sheer passion to be close to the consumer that helped the Company recognize the demands of the emerging consumer long before anyone in the cigarette industry. 8. GODREJ The foods division of Godrej Industries produces and markets edibleoils, vanaspati, fruit drinks, fruit nectar and bakery fats. The division has two state-of-the-art manufacturing facilities: at Wadala in Mumbai, the capital of the western Indian state of Maharashtra; and at Mandideep near Bhopal in the northern Indian state of Madhya Pradesh. It has a national distribution network consisting of 800 distributors and 24consignmentagents.The plants are equipped with the best of modern equipment forthe processing and packaging of a wide variety of food products. These include: The 'Jumpin' range of fruit drinks, which come in flavors such as mango, apple, pineapple and orange. The 'Xs' range of fruit nectar (mango, litchi, and sweet orange and pineapple flavors). Tomato Puree (under the Godrej brand).Fruit pulps and juices in bulk aseptic packaging. Health and dietetic foods.Refinededible oils of low color in different varieties of groundnut, sunflower and soybean. Processed hydrogenated fats for edible purposes such as vanaspati and bakery shortenings. Godrej Industries, in keeping with the philosophy of the Godrej Group, believes that quality is the product of a combination of man and machine. The foods division has people of outstanding caliber to go with the modern technologies it uses. 9. NIRMA Nirma is one of the few names - which is instantly recognized as a true Indian brand, which took on mighty multinationals and rewrote the marketing rules towin the heart of princess, i.e. the consumer. Nirma, the proverbial Rags to Riches saga of Dr. Karsanbhai Patel, is a classic example of the success of Indian entrepreneurship in the face of stiff competition.

Starting as a one-man operation in 1969, today, it has about 14, 000employeebaseand annual turnover is above Rs. 25, 00crores. India is a one of the largest consumer economy, with burgeoning middle class pie. In such a widespread, diverse marketplace, Nirma aptly concentrated all itself forts towards creating and building a strong consumer preference towards its value-for-money products. It was way back in 60s and 70s, where the domestic detergent market had only premium segment, with very few players and was dominated by MNCs. It was1969, when Karsanbhai Patel started door-to-door selling of his detergent powder, priced at an astonishing Rs. 3 per kg, when the available cheapest brand inthe market was Rs. 13 per kg. It was really an innovative, quality product with indigenous process, packaging and low-profiled marketing, which changed the habit of Indian housewives for washing their clothes. In a short span, Nirma created an entirely new market segment in domestic marketplace, which is, eventually the largest consumer pocket and quickly emerged as dominating market player a position it has never sincere languished. 10. ITC ITC is one of India's foremost private sector companies with a market capitalization of over US $ 13 billion and a turnover of US $ 3.5 billion. Ratedamong the World's Best Big Companies by Forbes magazine and among India's Most Respected Companies by Business World, ITC ranks third in pre-tax profit among India's private sector corporations.ITC has a diversified presence in Cigarettes, Hotels, Paperboards & Specialty Papers, Packaging, AgriBusiness, Packaged Foods & Confectionery, Information Technology, Branded Apparel, Greeting Cards, Safety Matches and other FMCG products. While ITC is an outstanding market leader in its traditional businesses of Cigarettes, Hotels, Paperboards, Packaging and AgriExports, it is rapidly gaining market share even in its nascent businesses of Packaged Foods& Confectionery, Branded Apparel and Greeting Cards. As one of India's most valuable and respected corporations, ITC is widely perceived to be dedicatedly nation-oriented. Chairman Y C Deveshwar calls this source of inspiration "a commitment beyond the market". In his own words: "ITC believes that its aspiration to create enduring value for the nation provides themotive force to sustain growing shareholder value. ITC practices this philosophy by not only driving each of its businesses towards international competitiveness but by also consciously contributing to enhancing the competitiveness of the larger value chain of which it is a part."ITC's diversified status originates from its corporate strategy aimed at creating multiple drivers of growth anchored on its time-tested core competencies: unmatched distribution reach, superior brand-building capabilities, effective supply chain management and acknowledged

service skills in hoteliering. Overtime, the strategic forays into new businesses are expected to garner a significant share of these emerging high-growth markets in India. Future Prospects: The Indian FMCG sector with a market size of US$13.1 billion is the fourth largest sector in the economy. A well-established distribution network, intense competition between the organized and unorganized segments characterizes the sector. FMCG Sector is expected to grow by over 60% by 2010. That will translate into an annual growth of 10% over a 5-year period. It has been estimated that FMCG sector will rise from around Rs 56,500crores in 2005 to Rs 92,100crores in 2010. Hair care, household care, male grooming, female hygiene, and the chocolates and confectionery categories are estimated to be the fastest growing segments, says an HSBC report. Though the sector witnessed a slower growth in 2002-2004, it has been able to make a fine recovery since then. For example, Hindustan Levers Limited (HLL) has shown a healthy growth in the last quarter. An estimated double-digit growth over the next few years shows that the good times are likely to continue. Growth Prospects: With the presence of 12.2% of the world population in the villages of India, the Indian rural FMCG market is something no one can overlook. Increased focus on farm sector will boost rural incomes, hence providing better growth prospects to the FMCG companies. Better infrastructure facilities will improve their supply chain. FMCG sector is also likely to benefit from growing demand in the market. Because of the low per capita consumption for almost all the products in the country, FMCG companies have immense possibilities for growth. And if the companies are able to change the mindset of the consumers, i.e. if they are able to take the consumers to branded products and offer new generation products, they would be able to generate higher growth in the near future. It is expected that the rural income will rise in 2007, boosting purchasing power in the countryside. However, the demand in urban areas would be the key growth driver over the long term. Also, increase in the urban population, along with increase in income levels and the availability of new categories, would help the urban areas maintain their position in terms of consumption. At present, urban India accounts for 66% of total FMCG consumption, with rural India accounting for the remaining34%. However, rural India accounts for more than 40% consumption in major FMCG categories such as personal care, fabric care, and hot beverages. CHAPTER 3 REVIEW OF LITERATURE 1. Online services are now an integral part of most organizations. Their online presence is for extra valued added features to serve their customers better, however, many of them are not

aware of how to make their online presence more attractive to their valued customers such as meeting their needs and having a strategic plan to retain customers using their websites. This research has planned to set up a conceptual framework that would facilitate the development of E-service quality and introduce a valid and reliable measurement for customer loyalty and Esatisfaction. A survey based on questionnaires was prepared and sent to potential respondents from the IT, marketing, management, and finance customer departments. The findings showed that there are 9 independent variables that have an effect on customer loyalty and satisfaction namely Trustworthiness, Reliability, Ease of Use, Security, Personalization, Responsiveness, Accessibility/ Convenience, Aesthetic and Utilitarian. Reference: Saeed Behjati, European Journal of Business and Management www.iiste.org ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)Vol 4, No.9, 2012. 2. Extensive research has been done on e-Commerce to demonstrate the tremendous benefits it offer Businesses. However, SMEs especially in developing countries have not fully adopted eCommerce solutions. Therefore there is the need to identify and measure the perceived importance of driving forces and barriers in the adoption of e-Commerce solutions among SMEs. A questionnaire based on the factors identified has been developed and face-to-face interviews were conducted with 15 SME Managers which were inclusive of survey sample of 61 Ghanaian SMEs. This research highlights findings from survey and interviews with SMEs in Kumasi, Ghana. Findings from this study shows that SMEs online sales is virtually nil, the most common e-Commerce application is the use of e-mail for communication and the main reason for having a website is to show basic information about product and services as well as contact information. Some of the barriers to e-Commerce adoption identified includes: lack of right technical skills, e-Commerce security, initial cost, resistance by people and culture, lack of interest by management, lack of developed legal and regulatory system. Among the implications of this study is that the findings provide a useful insight to governmental agencies, policy makers, e-Marketing experts, supply chain specialist to be able to assist SMEs who desire to deploy e-Commerce systems. Reference: Faisal Iddris, European Journal of Business and Management www.iiste.org ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online)Vol 4, No.10, 2012 3. The rapid growth in the electronic commerce over the internet has fuelled predictions and speculations about what makes a business to consumer (B2C) web site effective. Increasing use of the World Wide Web as a B2C commercial tool raises interest in understanding the key issues in building relationships with customers on the internet. Trust is believed to be the key to these relationships. In this paper, an overall model has presented for building online trust in this

context. This model outlines some of the key factors that are related in this area and suggests a framework based on these factors. With respect to the position and importance of the trust in online commerce, this model helps businesses in order to capture, sustain and construct longterm relationships with their consumers. Reference: Foroozan Kamari, Saeid Kamari, European Journal of Business and Management www.iiste.org ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol 4, No.10, 2012 4. Online marketing communications are moving toward interactions between individual recipients and consumers rather than being directed from a marketing organization to masses of consumers. It is now possible for an individual to be just as efficient in broadcasting information, both positive and negative, about an organization as it is for a large corporation to promote itself. The social networking that allows the quick and easy dissemination of information and mis-information is in part a product of changes in online communication channels, but these communication channels are in part enabled by such social networking. From a marketing perspective, we are at a pioneering stage in understanding how these work. This article suggests an infrastructure that could be useful in studying how online communication channels are emerging and how they might evolve in the future. The elements of this infrastructure are core/technological, competitive/commercial, political/regulatory, and social. Reference: Robert Owen, Patricia Humphrey (Texas A&M University-Texarkana), Journal of Management and Marketing Research 5. E-personalization is the process of tailoring preferences to individual travelers characteristics or performance on travel websites. E-personalization is used to enhance customer service or ecommerce sales. However, personalization also causes privacy concerns. Todays technology provides multiple opportunities for extensive data gathering and invasion of privacy. Privacy issue has recently received enormous research attention. This is mainly because of the advent of the web, and the trend of personalization. However, very limited research has been conducted to assess consumers perspectives with regard to e-personalization and privacy from the travelers perspective. The purpose of this study was to investigate consumers perceptions and attitudes towards e-personalization and privacy features on travel websites. Previous research has consistently utilized either e-personalization or privacy concern as marketing tools. Our results show a moderate and direct effect of e-personalization and privacy on consumers attitudes toward a company Website, which in turn has a strong effect on purchase intention, and also the importance of the privacy concern compared to personalization.

Reference: Lee, JungKook (Indiana University Purdue University Columbus), Xinran Lehto (Purdue University), Journal of Management and Marketing Research 6. The research study explores the phenomenon of increase in the use of online medium for textbook sales. The study uses the basics of commerce transactions, incorporating them into a model to explain their effects on different mediums of textbook sale. The study uses theoretical approach in explaining the influence of advantages and disadvantages of each medium on transactions occurring through it. The study designs two different models each representing a single medium. The method of flowchart analysis is used to describe the various processes occurring in each medium and transactions are incorporated at the point of sales in both the models. Overall the study concludes by explaining the theory behind the growth of online medium when compared to other mediums. Reference: Prathamesh Muzumdar (The University of Texas at Arlington), Journal of Management and Marketing Research CHAPTER - 4 RESEARCH METHODOLOGY

TITLE OF THE STUDY A Study on effectiveness of Online Marketing with special reference to FMCG products in southern part of Thiruvananthapuram. COMPANY DETAIL TATA started in 1868 by Jamshetji Musser Wangi in textile industry. Due to the industrial revolution TATA diversified its field one of the fields is to the watch sector, named as TITAN. TITAN entered into the watch sector in 1986-87.They concentrated only on Quartz watches. Titan penetrated the market from mechanical type to quartz, Imported to Indian, TITAN is banded by common culture and vision is TATAs Trust, reliability, value of money, highly quality, fair dealings, highly ethical, professional management. OBJECTIVES OF THE STUDY To know the effectiveness of online marketing with special reference to FMCG products. To find out the various FMCG products being sold by online.

 To study the attitude and satisfaction among the consumers of online marketing. RESEARCH METHODOLOGY

Method of study The descriptive study includes surveys and fact findings, enquiries of different kinds. The main characteristics of this method are that the researchers have no control over the variables. He can report what had happened or what is happening. Data collection method: Data collection is the process of enumeration together with the proper recording of results. The researcher has collected both primary and secondary data. Primary data: To know the online marketing of FMCG products, a questionnaire consisting of 25 questions are going to prepare.

Secondary data: Those data which are already collected by someone for some purpose and are available for the present study. The researcher has to collect it from various records, journals, magazines, websites etc Sample size: Sample size is 100 Sampling method: Simple random sampling

TOOLS FOR ANALYSIS The researcher has planned to carry on the analysis and interpretation with the help of statistical tools like bar charts and graphs. LIMITATION OF STUDY The main limitation of the study is that the time available was not sufficient for a thorough study on the subject. It is difficult to take a survey of all consumers who are purchasing through online marketing.

CHAPTER 5 ANALYSIS AND INTERPRETRATION OF DATA

Personal Information
5.1. Table showing Gender group of the Respondents Table 5.1 Gender group of the Respondents Gender Male Female Total No. of respondents 31 19 50 Percentage 62 38 100

Source: Primary data

From the above table we can understand that 62% of the respondents are male and 38% are female.

5.2. Table showing Marital Status of the Respondents Table 5.2 Marital Status of the Respondents Marital status Single Married Total No. of respondents 44 6 50 Percentage 88 12 100

Source: Primary data

From the above table we can understand that 88% of the respondents are single and 12% are married. 5.3. Table showing Educational Status of the Respondents Table 5.3

Educational Status of the Respondents Educational qualification 10th Hsc Diploma UG PG Total No. of respondents 2 5 8 33 2 50 Percentage 4 10 16 66 4 100

Source: Primary data

From the above table we can understand that 4% of the respondents are in the 10th level, 10% are in the Hsc level, 16% are in the diploma level, 66% are in the UG level and 4% are in the PG level. 5.4. Table showing earning status of the Respondents Table 5.4 Earning status of the Respondents Yes No of respondents 34 Percentage 68

No Total Source: Primary data

16 50

32 100

From the above table we can understand that 68% of the respondents are earning salary and 32% are not earning salary. 5.5. Table showing Monthly Income of the Respondents Table 5.5 Monthly Income of the Respondents Below 2000 2001-4000 4001-6000 Above 6000 Total Source: Primary data No of respondents 9 4 8 13 34 Percentage 26.4705882 11.7647059 23.5294118 38.2352941 100

From the above table we can understand that 26.47% of the respondents are earning below 2000,11.76% are earning between 2001 to 4000,23.53% are earning between 4001 to 6000 and 38.24% are earning above 6000. Other Information 5.6. Table showing respondents knowledge about the website(source) Table 5.6 Respondents knowledge about the website(source) No of respondents Newspaper advertisement Television commercials Friends Total 14 12 24 50 Percentage 28 24 48 100

Source: Primary data

From the above table we can understand that 28% of the respondents are get to know from newspaper ads, 24% are from television commercials and 48% are from their friends. 5.7. Table showing details about their purchasing site Table 5.7 Details about their purchasing site No. of respondents Naaptol eBay Amazon Homeshop18 Other Total Source: Primary data 8 7 11 9 15 50 Percentage 16 14 22 18 30 100

From the above table we can understand that 16% of the respondents are purchasing from naaptol, 14% are from eBay, 22% are from amazon, 18% are from homeshop18 and 30% are from other websites. 5.8. Table showing opinion about services of purchasing websites

Table 5.8 Opinion about the services of websites No. of respondents 12 25 8 3 2 50 Percentage 24 50 16 6 4 100

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total Source: Primary data

From the above table we can understand that 24% of the respondents are strongly agreeing with better service of purchasing sites, 50% are agreeing with that, 16% are in the situation of neither agree nor disagree, 6% are disagreeing and 4% are strongly disagreeing. 5.9. Table showing opinion about the quality of products Table 5.9 Opinion about the quality of products No. of respondents 8 32 5 2 3 50 Percentage 16 64 10 4 6 100

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total

Source: Primary data

From the above table we can understand that 16% of the respondents are strongly agreeing with good quality products of purchasing sites,64% are agreeing with that,10% are in neither agree nor disagree condition,4% are disagreeing and 6% are strongly disagreeing. 5.10. Table showing the satisfaction level of respondents in online purchasing Table 5.10 Satisfaction level of respondents in online purchasing No. of respondents 8 27 10 4 1 50

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total

Percentage 16 54 20 8 2 100

Source: Primary data

From the above table we can understand that 16% of the respondents are strongly agreeing about the satisfaction of online purchasing,54% are agreeing,20% are neither agree nor disagree,8% are disagreeing and 2% are strongly disagreeing. 5.11. Table showing the details about period of purchase Table 5.11 Details about period of purchase No. of respondents 7 12 21 7 3 50 Percentage 14 24 42 14 6 100

Often Very often Sometimes Rarely Very rarely Total Source: Primary data

From the above table we can understand that 14% of the respondents are often purchased the products, 24% are very often, 42% are sometimes purchased, 14% are rarely purchased and 6% are very rarely purchased. 5.12. Table showing the details about the duration of the product already purchased Table 5.12 Details about duration of the purchased product No of respondents 17 27 6 50 Percentag e 34 54 12 100

One week ago One month ago One year ago Total Source: Primary data

From the above table we can understand that 34% of the respondents are purchased one week ago,54% are purchased one month ago and 12% are purchased one year ago. 5.13. Table showing the satisfaction of respondents towards website Table 5.13 Satisfaction of respondents towards website No of respondents 11 19 13 4 3 50 Percentage 22 38 26 8 6 100

Very satisfied Satisfied Liked it Happy Not happy at all Total

Source: Primary data

From the above table we can understand that 22% of the respondents are very satisfied with the websites,38% are satisfied,26% are liked it,8% are happy and 6% are not satisfied at all. 5.14. Table showing the information level from the website Table 5.14 Information level from the website No. of respondents 7 21 12 6 4 50 Percentage 14 42 24 12 8 100

Excellent Good Average Poor Very poor Total

Source: Primary data

From the above table we can understand that 14% of the respondents says excellent about the information provide by the websites,42% are saying good,24% are in the average opinion,12% says poor and 8% are in very poor opinion. 5.15. Table showing the opinion about the rate of products in terms of quality Table 5.15

Opinion about the rate of products in terms of quality No. of respondents Excellent Good Average Poor Very poor Total 4 33 8 3 2 50 Percentage 8 66 16 6 4 100

Source: Primary data

From the above table we can understand that 8% of the respondents says excellent about the rate of quality of the product,66% are saying good,16% are in the average opinion,6% says poor and 4% are in very poor opinion. 5.16. Table showing the opinion about the customer attitude towards the online marketing Table 5.16 Customer attitude towards the online marketing No. of respondents Percentage Strongly agree 7 14 Agree 12 24 Neither agree nor disagree 26 52 Disagree 4 8 Strongly disagree 1 2

Total Source: Primary data

50

100

From the above table we can understand that 14% of the respondents are strongly agreeing about the price of product bought through online purchasing,24% are agreeing,52% are neither agree nor disagree,8% are disagreeing and 2% are strongly disagreeing. 5.17. Table showing the opinion about the home delivery system through online marketing Table 5.17 Opinion about the home delivery system through online marketing No of respondents 4 19 14 11 2 50 Percentage 8 38 28 22 4 100

Very satisfied Satisfied Liked it Happy Not happy at all Total

Source: Primary data

From the above table we can understand that 8% of the respondents are very satisfied with the home delivery system,38% are satisfied,28% are liked it,22% are happy and 4% are not satisfied at all. 5.18. Table showing the opinion about the product which is bought through online marketing Table 5.18 Opinion about the product which is bought through online marketing No. of respondents 3 28 11 6 2 50 Percentage 6 56 22 12 4 100

Excellent Good Average Poor Very poor Total

Source: Primary data

From the above table we can understand that 6% of the respondents says excellent about others opinion of online marketing,56% are saying good,22% are in the average opinion,12% says poor and 4% are in very poor opinion. 5.19. Table showing the opinion about the product delivery at correct time Table 5.19 Opinion about the product delivery at correct time No. of respondents 12 22 9 5 2 50 Percentage 24 44 18 10 4 100

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total Source: Primary data

From the above table we can understand that 24% of the respondents are strongly agreeing about the delivery of product at correct time,44% are agreeing,18% are neither agree nor disagree,10% are disagreeing and 4% are strongly disagreeing. 5.20. Table showing the opinion about the time savings for busy people Table 5.20 Opinion about the time savings for busy people No. of respondents 24 17 5 3 1 50 Percentage 48 34 10 6 2 100

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total

Source: Primary data

From the above table we can understand that 48% of the respondents are strongly agreeing that for busy peoples online purchasing help to save their time,34% are agreeing,10% are neither agree nor disagree,6% are disagreeing and 2% are strongly disagreeing. 5.21. Table showing the opinion about the improvement of customer retention through online marketing Table 5.21 Opinion about the improvement of customer retention through online marketing No. of respondents Excellent Good Average Poor Very poor Total 12 8 27 2 1 50 Percentage 24 16 54 4 2 100

Source: Primary data

From the above table we can understand that 24% of the respondents says excellent about the customer retention, 16% are saying good, 54% are in the average opinion, 4% says poor and 2% are in very poor opinion. 5.22. Table showing the opinion about the procedure for buying product through online Table 5.22 Opinion about the procedure for buying product through online No of respondents Percentage Very easy 12 24 Easy 28 56 Medium 5 10 Difficult 3 6 Very difficult 2 4 Total 50 100

Source: Primary data

From the above table we can understand that 24% of the respondents says it is very easy for applying,56% are saying easy,10% are in the medium opinion,6% says it is difficult and 4% are in very difficult opinion. 5.23. Table showing the opinion about the availablity of better customer care services Table 5.23 Opinion about the availablity of better customer care services No. of respondents 9 26 7 5 3 50 Percentage 18 52 14 10 6 100

Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree Total

Source: Primary data

From the above table we can understand that 18% are of the respondents strongly agreeing that better customer care services is available,52% are agreeing,14% are neither agree nor disagree,10% are disagreeing and 6% are strongly disagreeing. 5.24. Table showing the Over all opinion about Online Marketing Table 5.24 Over all opinion about Online Marketing No. of respondents 6 33 5 4 2 50 Percentage 12 66 10 8 4 100

Excellent Good Average Poor Very poor Total

Source: Primary data

From the above table we can understand that 12% of the respondents says excellent about the overall opinion, 66% are saying good, 10% are in the average opinion, 8% says poor and 4% are in very poor opinion.

Chi-square Analysis
Table 1: Chi-square Analysis on to whether there is association between two variables Gender and Respondents opinion about service. H0 There is no significant relationship between Gender and Respondents opinion about service. H1 There is significant relationship between Gender and Respondents opinion about service. Total Gender Opinion about Service Total 43 44 8 3 2 100 31 12 19 25 0 8 0 3 0 2 50 50

Calculating expected values O 31 19 0 0 E 21.5 22 4 1.5 (O-E) 9.5 -3 -4 -1.5 (O-E)2 90.25 9 16 2.25 (O-E)2/E 4.19 0.40 4 1.5

0 12 25 8 3 2

1 21.5 22 4 1.5 1

-1 -9.5 3 4 1.5 1

1 90.25 9 16 2.25 1 (O-E)2/E

1 4.19 0.19 4 1.5 1 64

HYPOTHESIS: Degree of Freedom [d.f] = (r-1) (c-1) = (2-1) (5-1) =4 Significance level of 6 at 5% Calculated value [C.V] Table value [T.V] tabulated value is 9.488 CV>TV = 64 = 9.488

The tabulated value for degree f freedom 5% Chi-square for .005 is 9.488. Therefore, the

Conclusion:
Since the calculated value is greater than the table value, the hypothesis is accepted. So it is proved that there is significant relationship between the Gender and Respondents opinion about service. Table 2: Chi-square Analysis on to whether there is association between two variables Respondents opinion about service and Opinion about Quality of product. H0 There is no significant relationship between Respondents opinion about service and Opinion about Quality of product. H1 There is significant relationship between Respondents opinion about service and Opinion about Quality of product. Total
opinion about service

12

25

50

Opinion about
Quality of product

8 20

32 57

5 13

2 5

3 5

50 100

Total

Calculating expected values O 12 25 8 3 2 8 32 5 2 3 E 10 28.5 6.5 2.5 2.5 10 28.5 6.5 2.5 2.5 (O-E) 2 -3.5 1.5 0.5 -0.5 -2 3.5 -1.5 -0.5 0.5 (O-E)2 4 12.25 2.25 0.25 0.25 4 12.25 2.25 0.25 0.25 (O-E)2/E HYPOTHESIS: Degree of Freedom [d.f] = (r-1) (c-1) = (2-1) (5-1) =4 Significance level of 6 at 5% Calculated value [C.V] Table value [T.V] tabulated value is 9.488 CV<TV = 2.72 = 9.488 (O-E)2/E 0.4 0.42 0.34 0.1 0.1 0.4 0.42 0.34 0.1 0.1 2.72

The tabulated value for degree f freedom 5% Chi-square for .005 is 9.488. Therefore, the

Conclusion:

Since the calculated value is less than the table value, the null hypothesis is accepted. So it is proved that there is no significant relationship between the Respondents opinion about service and Opinion about Quality of product.

Title- A study on effectiveness of online marketing with special reference to FMCG products in southern part of Trivandrum Questionnaire 1.Name : 2.Please select your gender group ( ) Male ( ) Female 3.Organisation : 4.Please select your marital status ( ) Married ( ) Single 5.What is your educational qualification? ( ) 10th ( ) Hsc ( ) Diploma ( ) UG ( ) PG 6.Are you earning? ( ) Yes ( ) No 7.If Yes,What is your income? ( ) below 2000 ( ) 2001-4000 ( ) 4001-6000 ( ) above 6000 8.How did you get to know about the website? ( ) Newspaper advertisement ( ) television commercials ( ) friends 9.From the given below purchasing sites,which one will you prefer more for online purchasing? ( ) Naaptol ( ) eBay ( ) amazon ( ) homeshop18 ( ) other 10.Purchasing sites provide better service ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree 11.They provide good quality products ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree

12.Customers are satisfied due to this online purchasing ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree 13.How often do you purchase the products? ( ) Often ( ) very often ( ) sometimes ( ) rarely ( ) very rarely 14.When was the last time that you purchased from this website? ( ) One week ago ( ) one month ago ( ) one year ago 15.How much satisfied are you with the websites? ( ) Very satisfied ( ) satisfied ( ) liked it ( ) happy ( ) not happy at all 16.The websites provide all the information about the product ( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very poor 17.How do you rate the products in terms of quality? ( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very poor 18.The prices of the products through online marketing is acceptable by the Customers ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree 19.Customers opinion about home delivery system through online marketing ( ) Very satisfied ( ) satisfied ( ) liked it ( ) happy ( ) not happy at all 20.Others opinion about the product which is bought through online marketing ( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very poor 21.The products are delivered at correct time ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree 22.For busy peoples online purchasing help to save their time ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree 23.Online marketing improves customer retention ( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very poor 24.The procedure for applying through online for buying the product ( ) Very easy ( ) Easy ( ) Medium ( ) Difficult ( ) Very difficult 25.Better customer care services is available ( ) Strongly agree ( ) agree ( ) neither agree nor disagree ( ) disagree ( ) strongly disagree

26.Overall opinion about online marketing ( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very poor