HAT IS CONSUMER DEMAND OF E-COMMERCE IN INDIA”

GRAND PROJECT REPORT ON

KOTECHA IMPEX PVT.LTD.
SUBMITTED FOR:

PARTIAL FULLFILLMENT OF THE REQUIREMENT OF TWO

YEARS FULL TIME PROGRAMME
MASTER OF BUSINESS ADMINISTRATION

PREPARED BY:

GAURAV KESHAVLAL MULIYA

MBA SEM.-IV (2008-10)
ROLL NO: 34

SUBMITTED TO:
SAURASHTRA UNIVERSITY
RAJKOT

GUIDED BY:
MS. NANDITA SEN

R. K. COLLEGE OF BUSINESS MANAGEMENT (RKCET

AFFILIATED WITH SAURASHTRA UNIVERSITY

BHAVNAGAR HIGHWAY, KASTURBADHAM, RAJKOT.

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 ACKNOWLEDGEMENT

At the outset I would like to extend my gratitude to the project guide Ms.Nandita Sen for
her appreciable support and invaluable guidance with providence of resource in terms of
knowledge, theoretical gains and practical experience. The essence of this project, i.e. its
contents has been compiled with help of varied sources of secondary database.

A successful project can never be prepared by the singular effort of the person to whom
project is assigned, but it also demands the help and guardianship of some conversant
persons who undersigned actively or passively in the completion of a successful project.

I would like to extend my thankfulness to our principal Dr. Ramamohana Rao (principal
of RKCET), Mr. Hardik Kotecha whose guidance and co-operation has been of
immense help for the successful completion of this project.

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 DECLARATION

I, the undersigned, Gaurav K Muliya, a student of 4th semester of MBA hereby declare
that the project work submitted in this report is my own contribution and is carried out
under the supervision of Ms. Nandita Sen.

This work has not been previously submitted to any other university for any examination
or any other purpose.

DATE: SIGN:

PLACE:

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 INDEX

SR.NO. PARTICULARS PAGE NO.

1. EXECUTIVE SUMMARY 1
2.(A) OVERVIEW OF E-COMMERCE INDUSTRY 2
E-COMMERCE OVERVIEW 3
CONCEPT OF E-COMMERCE 4
HISTORICAL PERSPECTIVE 8
FORMS OF E-COMMERCE 12
TYPES OF E-COMMERCE 13
2.(B) ABOUT KOTECHA GROUP OF COMPANIES 15
ESTABLISHMENT 16
PROFILE OF KOTECHA GROUP 18
MISSION AND VISION 19
3. RESEARCH ON CONSUMER DEMAND OF E-COMMERCE 20
PROBLEM FORMULATION 21
RESEARCH OBJECTIVES 22
RESEARCH METHODOLOGY 22
RESEARCH PLAN 26
LIMITATION OF THE REPORT 28
ANALYSIS AND INTERPRETATION OF SURVEY 29
RESEARCH FINDING 39
QUESTIONNAIRE 40

Graph Index

Graph 1 E-Commerce channel

Graph 2 Dimensions of E-ComSmerce

EXECUTIVE SUMMARY

As the part of MBA curriculum, grand project provides the opportunity to

get the exposure of my area of interest in marketing subject.

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The fundamental of the project was to understand the perception of the e-
commerce’s customers’ need identification and the projection for the next
era. This included the elite population of the city.

Few parameters of Kotecha Impex Pvt. Ltd. were selected to be studied and
analyzed on the basis of client’s views. Further, to understand the research,
the personal guidance from the employees of the company was taken. The
findings were analyzed on an individual basis and information derived from
websites of the e-commerce.

KOTECH IMPEX like other Private sector companies offers many other
services to cater to the requirement of its target population, the upper, middle
and lower segment of the society. Company is also providing an immense
contribution to society like financing, construction, foreign trade, b2b
transaction portal and web site development.

Finally, I arrived at the conclusion of customer satisfaction regarding

processes in E-Commerce. The entire study sums up the fact that the
websites should fast realize its short comings and change according to the
demands of the situations.

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 OVERVIEW OF

E-COMMERCE INDUSTRY

AND

COMPANY PROFILE

E-COMMERCE OVERVIEW

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E-Commerce is nothing but the way of doing business online. E-Commerce
is a subset of an E-Business. Here buyer and seller are virtual there is no face
to face transaction. E-Commerce is booming because of the ratio of internet
users is going up and up day by day. So there is a vast opportunity for the E-
Commerce in India. Let us see how the E-Commerce works.

Graph: 1 E-Commerce Channel

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Since, Internet has the ability to reach the customer’s home; the Distribution
Channel has started to assume new meaning to the B2C and C2C e marketer.
The Physical delivery got converted to electronic delivery; physical products
were now electronic products, displayed on a website. With options of
paying online through debit and credit cards, even the transaction was purely
electronic.

CONCEPT OF E-COMMERCE

“Electronic commerce is narrowly defined as buying and selling

products/services over the internet. The concept has been broadened to
include all business activities of a sales cycle.”

WHAT IS E-COMMERCE?

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E-Commerce is online shopping via the Internet.

ECOMMRECE is a shortened IT term for Electric Commerce. E-

Commerce is the conducting of business communication and transactions
over computer networks and through individual computers linked to the
Word Wide Web. Also eCommerce is the buying and selling of goods and
services, and the transfer of funds, through digital communication.

Usage of E-Commerce in India – a Demand Side perspective

Since the introduction of E-Commerce, there have been debates on future of
its prospects in India.
Would it be as successful as it is in US or is it a mirage that attracts many
but offers nothing worthwhile?
True enough; the players in the online marketplace are still struggling to
settle with a successful business model. Most of them are settling for
Advertising Model, hoping it would help them breakeven. However, to grow
beyond, the majority of the revenue needs to be generated from customers.
Customers on the other hand, have become choice-spoilt. There is no dearth
of offerings for them. They skip from one seller to other in search of best
deals in the standardized products market. In this section, we would,
• focus on the usage of E-Commerce in India, and

• understand the triggers and barriers for the online marketplace

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Graph:2 Dimensions of E-Commerce

Financial and Information Services

A broad range of financial and information services are performed over the
Internet today and sites that offer them are enjoying rapid growth. These
sites are popular because they help consumers, businesses of all sizes, and
financial institutions distribute some of their most important information
over the Internet with greater convenience and richness than is available
using other channels. For example, you have:

• Online banking
• Online billing
• Secure information distribution

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Online Banking

Consumers and small businesses can save time and money by doing their
banking on the Internet. Paying bills, making transfers between accounts,
and trading stocks, bonds, and mutual funds can all be performed
electronically by using the Internet to connect consumers and small
businesses with their financial institutions.

Online Billing

Companies that bill can achieve significant cost savings and marketing
benefits through the use of Internet-based bill-delivery and receiving
systems. Today, consumers receive an average of 23 bills per month by mail
from retailers, credit card companies, and utilities.

Secure Information Distribution

To many businesses, information is their most valuable asset. Although the

Internet can enable businesses to reach huge new markets for that
information, businesses must also safeguard that information to protect their
assets. Digital Rights Management provides protection for intellectual and
information property, and is a key technology for secure information
distribution.

Maintenance, Repair, and Operations (MRO)

The Internet also offers tremendous time and cost savings for corporate
purchasing of low-cost, high-volume goods for maintenance, repair, and
operations (MRO) activities. Typical MRO goods include office supplies
(such as pens and paper), office equipment and furniture, computers, and
replacement parts. The Internet can transform corporate purchasing from a
labor- and paperwork-intensive process into a self-service application.

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Company employees can order equipment on Web sites, company officials
can automatically enforce purchase approval and policies through automated
business rules, and suppliers can keep their catalog information centralized
and up-to-date. Purchase order applications can then use the Internet to
transfer the order to suppliers. In response, suppliers can ship the requested
goods and invoice the company over the Internet. In addition to reduced
administrative costs, Internet-based corporate purchasing can improve order-
tracking accuracy, better enforce purchasing policies, provide better
customer and supplier service, reduce inventories, and give companies more
power in negotiating exclusive or volume-discount contracts. In other words,
the Internet and e-business have changed the way enterprises serve
customers and compete with each other, and have heightened awareness for
competing supply chains (see sidebar, “Supply Chain Management”).

HISTORICAL PERSPECTIVE

History of ecommerce dates back to the invention of the very old notion of
“sell and buy”, electricity, cables, computers, modems, and the Internet.
Ecommerce became possible in 1991 when the Internet was opened to
commercial use. Since that date thousands of businesses have taken up
residence at web sites.

At first, the term ecommerce meant the process of execution of commercial

transactions electronically with the help of the leading technologies such as
Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT)
which gave an opportunity for users to exchange business information and
do electronic transactions. The ability to use these technologies appeared in

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the late 1970s and allowed business companies and organizations to send
commercial documentation electronically.

Although the Internet began to advance in popularity among the general

public in 1994, it took approximately four years to develop the security
protocols (for example, HTTP) and DSL which allowed rapid access and a
persistent connection to the Internet. In 2000 a great number of business
companies in the United States and Western Europe represented their
services in the World Wide Web. At this time the meaning of the word
ecommerce was changed. People began to define the term ecommerce as the
process of purchasing of available goods and services over the Internet using
secure connections and electronic payment services. Although the dot-com
collapse in 2000 led to unfortunate results and many of ecommerce
companies disappeared, the “brick and mortar” retailers recognized the
advantages of electronic commerce and began to add such capabilities to
their web sites (e.g., E-Commerce is not an entirely new type of commerce.
It first emerged in the 1960's on private networks, as typically large
organizations developed electronic data interchange (EDI) installations and
banks implemented electronic funds transfer (EFT). Today, however, E-
Commerce is no longer the exclusive domain of large organizations or
private networks. The open network Internet and particularly the World
Wide Web not only present new commercial potential for large
organizations, but also provide a viable entry point for small and medium-
sized enterprises (SMEs) into E-Commerce opportunities.

Even though E-Commerce has existed for over thirty years, it has just
recently sustained significant growth. In the past 5 years the Internet has
transformed from an auxiliary communication medium for academics and
large organizations into an entrenched communication medium that spans
across nearly all parts of mainstream society. E-Commerce growth is tied

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directly to these socio-technological changes. The more entrenched the
medium becomes; the more users are drawn to it. An increase in users
increases markets. As markets expand, more businesses are attracted, which
in turn drives the development of better, more stable and secure technology
to facilitate E-Commerce. A stable, secure environment for exchanging
mission-critical and monetary information only draws more businesses and
consumers to the Internet and ensures the growth pattern continues. All these
related factors contribute to a burgeoning E-Commerce marketplace that
should continue to grow well into the new millennium.

Only now is it becoming apparent how large the potential for E-Commerce
will be in the next few years. With E-Commerce prospects continuing to
improve, most large corporations have already developed preliminary E-
Commerce strategies. Although many SMEs are not following this trend of
large corporations, others have found that a modest investment in a simple
Web site can develop into a commitment to E-Commerce as a major
component of the business plan. At this stage of development, E-Commerce
is not an essential operation for every type of SME, but in the near future it
may become standard for many.

Electronic commerce is doing business online. It is about using the power of

digital information to understand the needs and preferences of each customer
and each partner to customize products and services for them, and then to
deliver the products and services as quickly as possible. Personalized,
automated services offer businesses the potential to increase revenues, lower
costs, and establish and strengthen customer and partner relationships. To
achieve these benefits, many companies today engage in electronic
commerce for direct marketing, selling, and customer service; online
banking and billing; secure distribution of information; value chain trading;
and corporate purchasing.

Although the benefits of electronic commerce systems are enticing,

developing, deploying, and managing these systems is not always easy. In
addition to adopting new technology, many companies will need to

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reengineer their business processes to maximize the benefits of electronic
commerce.

E-Commerce: Doing Business on the Internet

Businesses communicate with customers and partners through channels. The

Internet is one of the newest and, for many purposes, best business
communications channels. It is fast, reasonably reliable, inexpensive, and
universally accessible—it reaches virtually every business and more than
200 million consumers. Doing business online is electronic commerce, and
there are four main areas in which companies conduct business online today:
direct marketing, selling, and service; online banking and billing; secure
distribution of information; and value chain trading and corporate
purchasing.

Direct Marketing, Selling, and Service

Today, more Web sites focus on direct marketing, selling, and service than
on any other type of electronic commerce. Direct selling was the earliest type
of electronic commerce, and has proven to be a stepping-stone to more
complex commerce operations for many companies. Successes such as
Amazon.com, Barnes & Noble, Dell Computer, and the introduction of e-
tickets by major airlines, have catalyzed the growth of this segment, proving
the reach and customer acceptance of the Internet. Across consumer-targeted
commerce sites, there are several keys to success:

• Marketing that creates site visibility and demand, targets customer

segments with personalized offers, and generates qualified sales leads
through observation and analysis of customer behavior.
• Sales-enhancing site design that allows personalized content and
adaptive selling processes that do more than just list catalog items.
• Integrated sales-processing capabilities that provide secure credit card
authorization and payment, automated tax calculation, flexible
fulfillment, and tight integration with existing backend systems, such
as inventory, billing, and distribution.
• Automated customer service features that generate responsive
feedback to consumer inquiries, capture and track information about
consumer requests, and automatically provide customized services
based on personal needs and interests.
• This business-to-consumer (B2C) electronic commerce increases
revenue by reaching the right customers more often. Targeted and
automated up-selling and cross-selling are the new fundamentals of
online retailing. Sites that most frequently provide the best and most

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 appropriate products and services are rewarded with stronger customer
relationships, resulting in improved loyalty and increased value.

FORMS OF E-COMMERCE

Contemporary electronic commerce involves everything from ordering

"digital" content for immediate online consumption, to ordering conventional
goods and services, to "meta" services to facilitate other types of electronic
commerce.

On the consumer level, electronic commerce is mostly conducted on the

World Wide Web. An individual can go online to purchase anything from
books or groceries, to expensive items like real estate. Another example
would be online banking, i.e. online bill payments, buying stocks,
transferring funds from one account to another, and initiating wire
payment to another country. All of these activities can be done with a few
strokes of the keyboard.

On the institutional level, big corporations and financial institutions use the
internet to exchange financial data to facilitate domestic and international
business. Data integrity and security are very hot and pressing issues for
electronic commerce today.

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 E-COMMERCE TYPES

There are different types of today e-commerce such as:

B2B

Business-to-Business e-commerce has been around for some time. Over 90%
of all e-commerce transactions on the Internet are B2B. B2B enables
automating transactions between trading partners for business efficiency.
B2B is also known to be Electronic Data Interchange (EDI).

B2C

Business-to-Consumer is considered to be one of the best things to happen

for e-commerce and the Internet. It continues to grow by leaps and bounds
with every passing day. Popular websites such as Amazon and like have
cashed in over the rise of purchases that happen over the Internet. B2C
involves direct selling to the consumer over the Internet. The service or
product that is being sold does not necessarily be virtual or intangible, but as
a matter of fact most transactions that happen are related to tangible goods.

C2B

Consumer-to-Business model is a complete reversal of Business-to-

Consumer model. In a Consumer-to-Business Model a consumer offers
goods or services to companies and the companies pay for them. We can see
examples of C2B in forms of affiliate marketing, answering online polls for
companies, being a free lance developer, etc.

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B2E

In a Business-to-Employee e-commerce, companies offer products or

services to their employees in an intranet environment. B2E typically is used
for automating employee related work processes. Examples of B2E
applications can be seen in online insurance policy management for
employees, offers and rewards program for employees, etc.

C2C

In Consumer-to-Consumer e-commerce a third party builds a transaction

bridge between two or more consumers involved. Online Auctioning can be
considered to be a good form of Consumer to Consumer e-commerce model
where consumers set up sale of goods and services for other consumers
where other consumers have to bid and win the specific good or service. The
third party who connects consumers charges a nominal fee for their services.
They are in no way related to the goods and services being sold or bought
and they are not responsible for QA and other such factors

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ABOUT KOTECH IMPEX

PVT. LTD.

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 ESTABLISHMENT OF KOTCHA GROUP

The Kotecha Group, founded by Mr. Manharlal Amarshi Kotecha, is one of

the leading private sector enterprises, with businesses in the Productivity,
Trade and Financial market value chain and many more.

Backward vertical integration has been the cornerstone of the evolution and
growth of Kotecha group. Starting with Real Estate in the early sixties,
Kotecha group pursued a strategy of backward vertical integration services
are in the field of Productivity, Trade, Media and financial markets. The
breadth and depth of Kotecha Group content is unmatched – Real Estate,
Construction, stock markets, Commodities, Import-Export, Tours-Travels, E-
Business and economy.

The Group's activities span Constructing of Residential and commercial

societies and complexes globally and production of different types of
Polymer and Cement – import of PVC Resin with a share of export of
furnished products like PVC Granuals, Cement and different types of stones,
Group operates different portals which manages the data of E-commerce
through which group has a reach to global buyers and sellers of different
products – also enjoys the honor to guide the traveler in enjoying their trip
globally.

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Kotecha Group also enjoys the right to lead a one-stop financial services
shop, which straddle the entire financial services space with offerings
ranging from Equity research, Equities and derivatives trading, Commodities
trading. Group also well developed concept of E-Mall.

Kotecha group also do work as a media planner (Media Agency) and is also
built up different sources of media which would enhanced it’s reach and
access to the world of Glamour. The Group exports products in excess of a $
billion to 32 countries in the world. Major Group Companies are

1. Kotecha Industries,

2. Kotecha Impex,

3. Kotecha Heights,

4. Kotecha Trade Vision,

5. Kotecha Arcade,

6. Kotecha Real Estate,

7. Kotecha Capital Market,

8. Kotecha Enterprise.

Group portfolio glitters with a handsome holding status in Gujarat Sidhee

Cement Limited, Idea Cellular Limited, Reliance Power Limited, Reliance
Petrochemicals Limited, Deccan Aviation Limited, Dlf Limited, IndusInd
Bank Limited, NTPC Limited, Punjab National Bank Limited and India
Infoline Limited.

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 PROFILE OF KOTECHA GROUP

REGISTERED NAME : KOTECHA GROUP OF COMPANIES

CHAIRMAN : Mr. Manharlal A. Kotecha

ERA OF ESTBLISHMENT : Early Sixties

FORM OF ORGANISATION : Trade, Media, Finance, E-Commerce, Real

Estate

CENTRAL OFFICE : Rajkot

REGISTERD OFFICE : Kotecha Trade Vision Ltd.

Kotecha House,

Gondal Main Road,

Rajkot-360 002

TELEPHONE : +91-281-2465008

FAX : +91-281-2465008

WEBSITE : http://www.trade4goods.com

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 MISSION AND VALUES

MISSION

Kotecha Trade Vision (KTV) has a Mission not only to make relations but
also to develop those by becoming a path among the trade communities of
the world to develop their business. By this way, we can contribute to the
growth of economy and would like to open new horizons for business
opportunities so that our clients can expand their business on a global stand.
We, at “Kotecha Trade Vision” are dedicated to provide win-win situation
for our clients’ thorough knowledge of EXIM.

Kotecha Trade Vision Limited is in the front position of accomplishment of

Corporate Governance best practices. Corporate Governance at Kotecha
Trade Vision Limited is based on the following values:

1. Constitution of a Board of Directors of appropriate composition, size

and commitment to discharge its responsibilities and duties.
2. Ensuring timely flow of information to the Board and its Committees
to enable them discharge their functions effectively.
3. Independent verification and safeguarding integrity of the Company's
financial reporting.
4. Fair & Equitable treatment of all its stake holders including customers,
employees.
5. A sound system of risk management and internal control.
6. Timely and balanced disclosure of all material information concerning
the Company to all its stakeholders.
7. Transparency and accountability.

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RESEARCH ON CONSUMER DEMAND OF E-COMMERCE

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 PROBLEM FORMULATION

A research problem, in general, refers to some difficulty which a researcher

experiences in the context of either a theoretical of practical and wants to
obtain a solution for the same.

In today’s era of competition, there are several private portal existing. Each
of these is providing the websites for different purposes. Among these
portals I have chose KOTECHA for research work. There are several aspects
which are relating to it e.g. terms and conditions for making websites,
various charges associated with it, the maximum time for sanctioning and
disbursement of making of sites etc. These all are very important to know
because from which portal to make a website is a great problem. But can
take the decision on the basis of analysis of several parameters of the
company. By this way we can find that whether India is the most suitable for
making the E-Commerce?

Here, this research is made for the purpose of getting E-Commerce and the
customer’s perception regarding processing of transactions in E-Commerce.

The main problem here is to understand the scenario prevailing in the India
of E-Commerce for transactions.

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 RESEARCH OBJECTIVES

Research is a scientific and systematic way to find the information on a

specific topic and to make an analysis over it. Research is a search for
knowledge through objectives and systematic method of finding the solution
of a problem formulated for the analysis purpose. Without objective, no
research is complete. These objectives can be derived on the basis of the
research problem.

This is a research work on customer’s demand of E-Commerce in India and

it’s processing for which various parameters like the terms and conditions,
processing time, order fulfillment difficulties, etc. were chosen.

There are two objectives behind this research. These can be described as
under.

1. To identify the difficulties faced by the customers in getting E-

Commerce and to find opportunities related to it.

2. To identify the expectations of the consumer regarding the E-

Commerce in India.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the reach problem. In

it we study the various steps that are generally adopted by a researcher in
studying his/her research problem along with the logic behind them.

These various steps which are used are as under.

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a) Research Design

b) Unit of Analysis

c) Sampling Design

d) Data Collection

e) Data Analysis

The above mentioned are steps which any researcher has to follow to find
out the solution for his problem. This can be systematically described as
hereunder.

a) Research Design

“A research design is the arrangement of conditions for collection and

analysis of data in manner that aims to combine relevance to the research
purpose with economy in procedure”.

For this research purpose, the research design is the Exploratory Research
Design. Exploratory research studies are also termed as Formulative research
design. The main purpose of such studies is that of formulating a problem for
more precise investigation. The main emphasis in such studies is on the
discovery of ideas and insights.

Under the exploratory research design, the secondary literature is being

studied. Under this design, the company’s own data, Special catalogs, and
other information available on the websites of the relative web portals have

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been studied.

b) Unit of Analysis

Unit of Analysis means the study of the variables associated with the
research problem. There are several variables under the study but the main
variables have to be studied.

Here, there are various units which can be associated with this research. Like
for example, there are several portals covered under the study for the
research purpose. But for this research, the Unit of Analysis is the one of the
private sector company i.e. Kotecha Impex Pvt.Ltd. Kotecha is the unit of
analysis to be studied under this research for the analysis of the business to
business E-Commerce and projection of the E-Commerce.

c) Sampling Design

It is not possible to study the each and every member of the Population for
the research purpose. So it is very much necessary to draw the sample from
the population for the research purpose and to study them.

“Sampling Design means study the problem by selecting some of the

elements from a population and by that means come on the conclusion for
the entire population.”

The Sampling Design of this research is “Convenience based Non

Probability Sampling.” The non probability sampling is the method under

5
which the organizers of the inquiry purposively choose the particular units of
the universe for constituting a sample on the basis that the small mass that
they so select out of a huge one will be typical or representative of the
whole.

For this research purpose, the units under the analysis are purposively
chosen. The information has also been collected on the convenience of the
interviewee. And the sample size used is 50.

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 RESEARCH PLAN

For gathering the needed information the researcher needs to draw out the
most efficient research plan based on well defined research objective.

Designing of research plan includes the following:

1. Data source
2. Research Approaches
3. Research Instruments
4. Research Methods

[1] DATA SOURCE:

In market research data can be of two types:

 Primary data:

In primary data the information is obtained from the original source by

researcher. Here, information needed is “the perception of the loan holders
from AXIS bank regarding the processes involved in housing loans”, which
is only possible through personal meets with them so it is primary data
source.

 Secondary data:

The data, which is already collected and used, previously, is secondary data.
For meeting the customers of E-Commerce I got the personal information
like name, address, and telephone number etc. from the reports so that is
secondary data.

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[2] RESEARCH APPROACHES:

Primary data can be collected in four ways:

i. Focus groups
ii. Surveys
iii. Observation
iv. Experiments

Observational research and survey research are two approaches, which have
been used to meet the objectives of research.

Observational research has been carried out simultaneously with survey

research.

[3] INSTRUMENTS USED IN RESEARCH:

Researchers have a choice of main research instruments in collecting primary

data i.e.

i. Questionnaires

For surveying the consumer demand of E-Commerce, the research

instrument questionnaires for each of them individually.

[4] SURVEY METHODS:

There are two methods of survey:

i. Survey of population
ii. Survey of samples selected from the whole

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 LIMITATIONS OF THE REPORT

Nothing is perfect in this world. Every thing has its own pros and cons. same
like this, this report has its own limitations. These limitations can be
described as under.

1. Time constrain is the main limitation of this study.

2. Geographic constraint – the study has been done only within the area

of Rajkot District – is the main limitation of this study.

3. Error in the sampling may affect the overall study.
4. My own inexperience in research field may affect the whole study.
5. Sampling may be imperfect for this survey.

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 THE ANALYSIS AND INTERPRETATION OF THE SURVEY

DEPENDING ON THE VIEWS OF THE E-COMMERCE OF

DEMAND BASED ON THE QUESTIONNAIRE PREPARED.

OCCUPATION OF DIFFERENT CUSTOMERS

OCCUPATION

21%
BUSINESS
OWN BUSINESS
23% 56% SERVICE

INFERENCE: Above graph showing that most of the people are from the
business category that is why they have to go through E-Commerce
somehow.

According to the occupation of the people, e-commerce is also differing from

person to person. The people who have debit or credit card who mostly don’t
aware about the e-commerce. They also don’t aware about all the format of
it.

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[1] Do you like to buy products/services via E-Commerce?

Q-1
40%
YES
60%
NO

INFERENCE: Majority of the people want to buy products because it

reduces the time. So we can say that it help the customer. E-Commerce is
going global so it also enhances the product range as well as size and it also
very easy to buy in E-Commerce.

[2] Would you like to transaction in E-Commerce than physical

transaction?

Q-2

40% YES
NO
60%

INFERENCE: According to survey/research we come to know that

majority of the people want to buy in E-Commerce. Physical transaction
becomes very lengthy and difficult so better option is to transact in E-
Commerce. Now a day communication becomes cheaper. So, It is very easy
to transact in the e-commerce.

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[3] Do you think that E-Commerce enables more wide range for you?

Q-3
2% 5%
13% COMPLETELY AGREE
36% AGREE
AVERAGE
DISAGREE
COMPLETELY DISAGRE
44%

INFERENCE: Yes it is but obvious that e-commerce provides the wide

range of products. Because it encompasses the whole globe in single
computer. With the help of the e-commerce many companies are going
global and that is the only reason for the wide range of the products/services
than physical transaction.

[4] Do you think that every company must have its own online shopping
portal or websites?

Q-4
4% 6%
20% COMPLETELY AGREE
40%
AGREE
30% AVERAGE
DISAGREE

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INFERENCE: Now a day the era is of electronic media. M commerce is
also very cheap and it is easily found at anywhere. So 70% of customers
believe that company must have the identity in the World Wide Web.

[5] Would you like if all the transaction will be available on E-

Commerce?

Q-5
6%
11%
COMPLETELY AGREE
47% AGREE

36% AVERAGE

[6] Are you familiar with all kinds of E-Commerce forms?

Q-6
40% YES
60%
NO

INFERENCE: Generally in India there is very less awareness of E-

Commerce and its forms. So it is one of the drawbacks of the company and

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the customers as well as company. Many customers are unknown from the
form of the e-commerce.

[7] Which types of websites do you like the most for surfing?

Q-7
14%
30% B2B
C2C

6% B2C
50%
INFERENCE: Most of the customers prefer to buy the product/services
from the b2c form of websites. So generally b2c is very preferable to the
customers. They can find almost all the products/services to the customers.

[8] Do you think E-Commerce is safe for buy and sell for the customers?

Q-8
28%
YES
NO
72%

[9] Is India having very fast E-Commerce channel for buying and
selling?

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 Q-9
8% 6%
COMPLETELY AGREE
24%
30% AGREE
32%
AVERAGE
DISAGREE
INFERENCE: In India there is no so well developed channels for transact
online comparing to the western countries. So in India E-Commerce industry
is growing or we can say that it is under process.

[10] In India E-Commerce is very time consuming or successful?

Q-10
12%
12% 30% COMPLETELYSUCCESSFUL
SUCCESSFUL
26% AVERAGE
20% TIMECONSUMING

INFERENCE: Time constrain differ from person to person. So according to

the experience of the person will define the problems and the difficulties.

[11] Do you think that adequate protection of public interests (products,

access to information, etc) is ensured in the online environment?

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 Q-11

52% 48% YES

NO

INFERENCE: There are different types of thinking of protection at

electronic media and privacy related problems of it. So protection is not very
much high comparing to the other countries in India.

[12] Is payment system difficult in India for E-Commerce?

Q-12

42% YES
58% NO

INFERENCE: There is not very much payments related difficulties in India.

Payment Systems is not very complex in India.

[13] Do you find any piracy related problems for E-Commerce?

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 Q-13

46% YES
54% NO

INFERENCE: Piracy related problems are now taking growth in each and
every country. Because there is not worldwide accepted cyber laws for E-
Commerce.

[14] Is there any fraud founded by you anytime?

Q-14

42% Y…
N…
58%

INFERENCE: Sometimes some companies provide different products and

show some different products. Fraud founded by many people so that people
don’t want to buy from the electronic media.

[15] Would you like to transact more with virtual media or E-Commerce
and physical transaction?

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 Q-15

42%
YES
58%
NO

INFERENCE: Many people want to buy on electronic media. Demand is

very high but the channel is not properly set in India.

RESEARCH FINDING

1. It was found that most of the customers who got the e-commerce in

the business are mostly unsatisfied because lack of channel.

2. Customers want that they should be able to get all the information

from one site only so that they need not to run here and there.
3. Core E-Commerce facility is fully helpful to the customers.

4. Proper channel must be developed by the e-commerce dependent

companies. As per customers view only really needed detailed

information should be asked for.
5. Customers who got delayed transaction or delayed delivery were

dissatisfied and suggested to faster the operations of the companies.

6. Most of the customers expressed view that they prefer physical

transaction.
7. Very few customers faced difficulty in giving and distributing the

products/services.

5
 8. It is found that E-Commerce provides fast response to the various

inquiries of the customers, while some customers as shown in the

results complained that they got the information from more than one
person.
9. AXIS Bank has the sound infrastructure facilities like good interior
and air-conditioned branches.

QUESTIONNAIRE

Instructions:

a) The purpose is to make survey only.

b) Information provided will be kept confidential

NAME : _________________________________________

CONTACT NO. : _________________________________________

OCCUPATION : □ Business □ Own Business □ Service

[1] Do you like to buy products/services via websites?

YES□ NO□

[2] Would you like to transaction in E-Commerce than physical transaction?

YES□ NO□

[3] Do you think that E-Commerce enables more wide range for you?
Completely agree □ Agree □ Average □ Disagree □ Completely
Disagree □

5
[4] Do you think that every company must have its own online shopping
portal or websites?
Completely agree □ Agree □ Average □ Disagree □ Completely
Disagree □

[5] Would you like if all the transaction will be available on E-Commerce?
Completely agree □ Agree □ Average □ Disagree □ Completely
Disagree □

[6] Are you familiar with all kinds of E-Commerce forms?

YES□ NO□

[7] Which types of websites do you like the most for buying?

1. B2B
2. C2C
3. B2C
4. C2B

[8] Do you think E-Commerce is safe for buy and sell for the customers?
YES□ NO□

[9] Is India having very fast E-Commerce channel for buying and selling?
Completely agree □ Agree □ Average □ Disagree □ Completely
Disagree □

[10] In India E-Commerce is very time consuming or successful?

Completely agree □ Agree □ Average □ Disagree □ Completely
Disagree □

5
[11] Do you think that adequate protection of public interests (products,
access to information, etc) is ensured in the online environment?
YES□ NO□

[12] Is payment system difficult in India for E-Commerce?

YES□ NO□

[13] Do you find any piracy related problems for E-Commerce?

YES□ NO□

[14] Is there any fraud founded by you anytime?

YES□ NO□

[15] Would you like to transact more with virtual media or E-Commerce?
YES□ NO□

Give your Suggestion for E-Commerce:

5
 BIBILOGRAPHY

BOOKS

1. Kothari C.R.- Research Techniques and Methodology, Prentice-

Hall Inida, New Delhi,2007

2. The Asian Manager’s Handbook of E-Commerce,

(Rajesh Chakrabarti and Vikas Kardile)

3 E-commerce by Stephen King

WEB SITES

www.trade4goods.com

www.b2be-commerce.com

www.ecommercepaypal.com