Marketing Research

INDIAN BUSINESS ACADEMY
GREATER NOIDA
(PGPM 07-09)

LIVE PROJECT CODE: PO 1

MARKETING RESEARCH –“ To Study consumers behavior towards e-tailing and e-
tailing websites”

SUBMITTED TO: SUBMITTED BY:

Prof. Ms Vaishali Agarwal
(FACULTY- MARKETING) 1. SHINDE AMEET NARAYAN
ROLLNO-FPG0709/150
SEC- A

ASSIGNED DATE :
PROPOSED DATE OF CONSULT : PROPOSED DATE OF SUBMISSION: 19/02/2008

ACTUAL DATE OF CONSULT : ACTUAL DATE OF SUBMISSION : 19/02/2008

SIGNATURE OF THE FACULTY SIGNATURE OF THE FACULTY

REMARKS / COMMENTS OF THE FACULTY

IBAGN/FPG07-09/150/MR/VA 1

Acknowledgement
At the very outset, I express my sincere thanks to
project guide Prof Vaishali Agarwal (Faulty, IBA)
for giving me guidance & suggestions for this project.
Without which I would not have been able to
complete this Project successfully.

At last but not the least, I would thank all those
people who helped me directly or indirectly for the
successful completion of this project. This knowledge
will certainly help me in future and will give boost to
my career.

Shinde Ameet Narayan


EXECUTIVE SUMMARY

Electronic retailing ,also known as e-tailing ,deals with selling products and services
online via the World Wide Web{www},E-tailing is Synonymous with business-to-
Consumer(B2C) transaction.
India’s online population currently stands at around 25 million and is predicted to
grow four fold, almost to a 100 million by 2007.E-tailing stands at 850 crore in the
year 2006-07 and contributes maximum to the online travel industry .It is expected
to be Rs 1105 crore industry at the end of 2007-08.
The objective of this marketing research is to study consumers behavior towards e-
tailing and e-tailing websites. In addition we studied more than 6 popular websites
and probed on different dimensions like speed, security, payment methods , product
categories and more .
The research main objective is to study emerging trends in Retail, the consumer behavior
towards e-tailing, the profile of customer making online purchase and to have a
comparative analysis of various e-tailing websites.
E-tailing becoming a hot opportunity this is a preliminary study that seeks to highlight the
nature that change, covers reason for e-tailing becoming a hot opportunity.
The study suggest that many sector such as manufacturing, tourism, FMCG (food and
beverage) , Construction, Traveling goes online .This shows not only the huge wave of
adoption of the online medium but also the immense potential that exist to grow the
online business. The research was conducted online with the help of email Questionnaire.
For survey method, Stratified Random Sampling is used where the sample size is 48 and
the response rate is 16 %.
The survey method was carried with the help of questionnaire designed specifically to
collect the necessary primary data for the research. The questions in the questionnaire
were of such nature that quantitative as well as qualitative through which we able to
cover all aspects. Internet user without any specialized knowledge could answer them.
The outcome of survey method was that we came to know about the profile of customer
making online purchase which are those product they would like to buy online ,type of
payment methods they use while buy online which are those reasons people go online and
as well the web site they use with the some important dimensions they want the websites
should implements.
The findings of the survey- 81.84% people are doing Online Shopping; there age is in
between 21-30. Survey says that Online Shopping Segment having high youngest
Population and 66% of them are students.
42.59% people do online shopping about once in a month.60% people who never do
online shopping. Books , Music, Apparel, Mobile Phones,Mp3-players,Digital
Camera, Air/Rail Tickets, Tour/Hotel Booking are most favorite categories which
customers would like to buy online.
There are some new categories like Cigar, watches also customer would likes to buy
online.
48.33% of customers are using there debit card for online payment, around 45% of
customers using credit cards for online payment.


30% people buy online because it is easy to access, Online shopping allows consumers to
shop at the convenience of their own home,
26.67% people says Speed, As the time become important factor for peoples employers
mainly who are to save traveling time to retail stores and spend their time on other
important tasks and hobbies.
23.33% people choice online shopping for its broad catalogs and wider range of
categories products,
41.40% people use eBay.com for online purchase as they gave first priority to eBay,
around
33.16% people use irctc.co.in for online Ticket and Travel Booking,
21.55 % are showed interest in Amazon.com for online purchasing.
Survey says ,three factors Access Speed ,On Time Delivery and Security people feels
are very importance which will be key factors on which they can decide whether to use
online or make traditional shopping .


TABLE OF CONTENTS

SR
No Topics Page No
6
1 Introduction

10
2 Study of E-tailing Websites

31
3 Research Objectives

32
5 Research Methodology

36
6 Analysis and Findings
56
7 Limitations

56
8 Recommendation for action

57
9 Bibliography/List of references


Introduction

Electronic retailing ,also known as e-tailing ,deals with selling products and services
online via the World Wide Web{www},E-tailing is Synonymous with business-to-
Consumer(B2C) transaction.

E-tailing began to work for some major corporations and smaller entrepreneurs as early
as 1997 when Dell Computer reported multimillion dollar orders taken at its Web site.
The success of Amazon.com hastened the arrival of Barnes and Noble's e-tail site.
Concerns about secure order-taking receded. 1997 was also the year in which Auto-by-
Tel reported that they had sold their millionth car over the Web, and Commerce
Net/Nielsen Media reported that 10 million people had made purchases on the Web.
Jupiter research predicted that e-tailing would grow to $37 billion by 2002.

E-tailing has resulted in the development of e-tailwares software tools for creating online
catalogs and managing the business connected with doing e-tailing. A new trend is the
price comparison site that can quickly compare prices from a number of different e-tailers
and link you to them.

A new trend is the price comparison site that can quickly compare prices from a number
of different e-tailers and like you to them.
India’s online population currently stands at around 25 million and is predicted to grow
four fold, almost to a 100 million by 2007.E-tailing stands at 850 crore in the year 2006-
07 and contributes maximum to the online travel industry .It is expected to be Rs 1105
crore industry at the end of 2007-08.Owing to elimination of physical costs the category
offers the best deals for low-end as well as high–end products. However, many customers
complain about the untimely delivery of products ordered online.
Changing Lifestyle and shopping habits coupled with superior options and selections
make this interactive medium most attractive to this
E-generation .

Emerging Trends in Retail
The opportunities of the medium to business include advertising space to strengthen
brand equity coupled with lower infrastructure costs, unlimited shelf space, a global
audience that can be catered to without the restrictions of time zones and working hours.
In this age of internet, online retailing is smartest option for retailers in order to reach out
to consumers at a global level. Whether it is garments, jewellery, furniture, books, tickets
real estate, automobile or any thing for that matter –now they can all be purchase from
eshops.
Shopping might be impulsive or emotional at times , and logical at other times when it
comes to purchasing electronically goods and the likes .Online option in such case is
more informative and also time saving .Also online retailing helps helps to track a lot of
information like- the most clicked products ,mode of payments and so on.


Today time is a very important factor when it comes to making any decision .Our daily
schedules are so hectic that we would like to opt for options that are cost effective and
convenient at the same time.

(Reference - Dr AK Srivastava and Pro R Srinivasan
The research is done basically qualitative filed research seeks to explore nature of
obstacles within the retail industry and the implication of those changes.)

Explore the reasons for e-tailing becoming a hot opportunity.

This is preliminary study that seek to highlights the nature that change .The discussion
based around a series of five interviews with senior managers .E-tailing consultants and
50 shoppers in Mumbai from the different areas of specialization and focusing on the
emerging role of retailing sectors.

Such an approach seeks to develop a broad snapshot of the changes occurring within the
industry rather than build individual case studies on retailers.

Reason for e-tailing becoming a hot opportunity can be attributed to many factors

Demographics
India’s Demographics is likely to continue to favor the Indian retail sector even over the
next 10-15 years .India currently has one of the youngest populations in the
world .Nearly 60 percent of Indians are below the age of 30 years and 40 percent are
below 25 years.
It is generally thought to be easier to alter the habits of young consumers, including the
area of shopping .Even in 2010, the estimate is close to 40 per of Indians below 25 years
of age.
Indians is expected to be one of the few countries to witness a sharp increase in its work
force from 2010 as proposition of dependent population in the total population drops
significantly during the next 5 -10 years.

No real estate cost
E-tailors do not have to maintain expensive showrooms or warehouses in prime locations
They operate through their websites and thus save drastically on real estate costs. The
real estate costs in metropolitan cities are sky high. Besides this Maintenance costs of a
virtual store via-a via a physical are much less.
This cost benefits
Are then passed on the customers by offering discounts, Commodities are cheaper
rates ,which is big attraction for them.


No inventory hassles.
Most critical job of traditional retailers is to maintain adequate inventory on the other
hand, web dealer has few inventory to hassles.

Mass Media

A supermarket has limited area of operation .It caters to customers of a city but websites
can be accessed from any part of the country for that matter from any part of world.

Better Interaction with the customers,

One of the greatest benefits of online commerce is its ability to establish interaction en-
masse.
Increase credit card usage and as well as credit card availability

Gaps in online retailing

The United States which has a long cultural history of catalogue shopping, nut many
Indian shopper want to touch, feel and examine the product before they buy it., Cultural
issues.

Weak Financial structure

There are three elements that determine the profitability of an e-tailing operation:-
Average transaction size, Gross margins and Marketing costs .On each parameter, the
odds are stacked against e-tailors in India According to study ,out of 4 millions Internet
users only six percent have ever shopped online .Average transaction size was paltry Rs
272. Gross margins in ‘Internet Appropriate’ categories of books and music are only
15-30 percent as compared to 60 percent in the US .now ,order size multiplied by the
margins hardly covers marketing costs let alone any profits.
Every time an e-tailors fulfills an order, he incurs a huge variables cost of 30-100 sales
that an e-tailor makes he loses Rs 50.
In contrast, ensuring delivery to customers at infinite locations changes the cost of doing
business completely .The Marketing cost as percentage of sales is a killing 119 per cent.

Mounting Competitive pressures
The market for online buying is still at nascent stage .The turnover of the sector is
relatively small and many players have already entered into it ,Thus ,many e-tailors are
eyeing a small market exerting more pressure on operating margins.
Inadequate information provide when the customers discern: Certain products like clothes,
cosmetics and so on involve higher customer involvement .Most customers are


comfortable buying books and music on the Internet because the information required
marketing a purchase decision is simple.
But not so when customer has to buy, say a blue trouser .here the customer wants to
know: how does its feel on skin? This problem doesn’t crop up in traditional retailing .In
cyber space; on the other hand the buyer is normally starved of crucial information.
Only the seller knows about the true quality of trousers. Thus this is a clear case of
‘Information asymmetry’.

Technical issues

Some of the other most frequently discussed limitations of the internet medium for online
retailing are security and privacy concerns ,speed access disconnection during
transaction ,mass penetration and lack of navigation standards.

Delivering the goods cost –effectively

At present, every single transaction challenges e-tailers to deliver the goods
quickly ,cheaper and conveniently. The existing model for home delivery works well for
letter and flat packages but not for e-tailing’s high volumes and wide variety of package
shapes and sizes .But this largely a technical and logistical problem and it will be possible
(though perhaps expensive ) to solve it by developing new sorting and scanning
equipment and by deploying larger delivery vehicles.


Study Of E-tailing Websites
“We studied more than 6 website on different dimensions.”

Type of segments
Type of business
Categories(B2B,B2C,C2C)
Market Share
Physical Appearances
Access Speed
Easy to access/user friendly
Low Price
Benefits/ Value for Money
Catalogs /wider range
online transaction turnover
Trust/Security

Books goes online
Today in this dotcom age, if you feel that reading is no longer a popular hobby, think
again .With online book stores offering great offers, booklovers simply have to click
and chose from among their favorite genres, authors, titles and latest release

These sites are more concentrate on the customer convenience and help him/her to make
informed buying decisions. Most importantly, it is the inventory of millions of items


available 24x7 that give online stores an advantage over their offline retail
counterparts.
To Shop for books at Oxfordbookstore.com you simply have to follow four simple
steps-Sign-in, address details, shipping information and payment.
Also the site is updated every day with new releases, Best sellers,exclusive author
interviews and editorial book reviews .Oxford e-book store has access to six million
titles, which are divided into 43 categories and 805 sub categories .Fiction, Business
& Management, New age ,Children ,Biography / autography and Reference books
are some of the most popular sections online and the first three among them highest
revenue earners.

Benefits and Payment Methods
There is 10 per cent discount on new releases and revised editions of the
titles .Payment options like credit card, cash on delivery or Cheque are some of the
e-luxuries which customers enjoy
They have already taken steps to drive online sales and retaining their loyal visitors
through special schemes and incentives.
Every year there is “The Great Oxford Sale” online offering up to 90 percent off on
autumn and winter sale depending on their customer feedback and offer special discount
for bulk corporate orders.
They had an e-commerce model in place right from its inception in 2000 .With their
online sales showing a 300 percent growth in the past three years they are now
focusing on making their online initiative a profit-making SMS service to update
booklovers on new releases and bestseller on customer’s mobile sets.
They have had other interesting online deals and free gift offer at Oxfordbookstore.com
For instance ,they selected four bestselling titles from four different categories and
offered 20 cent off on each of those titles, if some one bought all four books
together ,he or she got another five percent off. The four books selected for 20+5
offer.

Amazon.com, Inc. is an internet-based company that offers books, music, videos, DVDs,
electronics, software, toys, video games, electronic greeting cards, home
improvements, online auctions, and a virtual mall called z-shops. Amazon has sites in
France, Japan, Germany and the United Kingdom. Domestically, Amazon has
experienced tremendous growth since its inception. However, that growth has not come
without a cost. As the world economy worsens, Amazon faces pressure from stockholders
as well as the entire financial community to realize a profit. Amazon has created a
platform and customer base that many companies envy, but can they stay in business long
enough to reach profitability.
The International Segment consists of amounts earned from retail sales through
www.amazon.co.uk, www.amazon.de, www.amazon.fr, and www.amazon.co.jp,


Syndicated Stores, and international focused marketing and promotional agreements.
This segment has seen a growth in net sales from $381million in 2000 to $1.17billion
in 2002
s

Competitive Profile Matrix

Amazon. COM Barnes & Nobles eBay
Critical Success Factors Weight Rating Weighted Rating Weighted Rating Weighted
Score Score Score
Market Share 0.05 4 0.20 3 0.15 4 0.20
Price 0.10 4 0.40 3 0.30 4 0.40
Financial Position 0.15 2 0.30 4 0.60 3 0.45
Product Quality 0.10 3 0.30 3 0.30 3 0.30
Consumer Loyalty 0.10 4 0.40 3 0.30 4 0.40
Global expansion 0.15 4 0.60 3 0.45 4 0.60
Advertising 0.15 4 0.60 3 0.45 4 0.60
Software technology 0.05 4 0.20 3 0.15 3 0.15
Management 0.10 4 0.40 4 0.40 4 0.40
e-commerce expertise 0.05 4 0.20 3 0.15 4 0.20
Total 1.00 3.60 3.25 3.70

Target the marketing campaign.
Costs associated with this strategy – increase in fulfillment costs and marketing costs.
Fulfillment costs are 10% of net sales. For the period 2003 – 2005, these costs amount
to $2,084,000,000. The 1% increase in marketing costs for the period 2003 -2005
amounts to $208,440,000.

Concentric diversification – add new but related products/services.

Example – start an online gourmet food and beverage store using a wholesaler such as
Seattle Chocolate Co.
Reasons – take advantage of brand name recognition and customer loyalty.
Because this strategy does not involve any inventory build-up, costs associated are
relatively low.

Horizontal diversification – add new, unrelated products/services for present customers.

Example – develop a search engine to control the path to online merchants.
Risk – similar services are already available: Yahoo, Google.


2005 Press Releases

Apr.04 Amazon.com Acquires BookSurge LLC
Mar.11 Amazon.com to Webcast Investor Conference Presentation
Feb.15 Amazon.com Announces New Award for Innovative Nonprofit
Organizations
Feb.08 Amazon.com Jewelry Sales Up More Than 120 Percent
Feb.02 Amazon.com Announces Record Free Cash Flow Fueled by Lower
Prices and Free Shipping; Introduces New Express Shipping Program --
Amazon Prime
Jan.21 Amazon Web Services Gives Software Developers First-Ever Access to
Data and Technology from Amazon.ca and Amazon.fr
Jan.17 Amazon Services and Diane Von Furstenberg Studio Announce E-
Commerce Alliance for Online Apparel Offering

[Reference-
Presented By Amy Kakuk, Jessica Bourgoin, and Beth Theriault April 14, 2005) link -
perleybrook.umfk.maine.edu/slides/]

The main motive of this Gifts cards to reward clients as well as customers and make
them loyal customer its part of their loyalty program the main aspect of this
program is to give more choice.

Get them what they've always wanted. (Even if you don't know

Redeemable for millions of items
Ships for free, never expires
Available in any amount from $5 to $5,000
Helps make the world a happier place, one person at a time

Amazon.com gift cards (formerly known as gift certificates) can be used to buy almost
any item sold on Amazon.com. You can buy gift cards for any amount between $5.00 and
$5,000.00, and we'll send them by e-mail or physical mail anywhere in the world.
Shipping is free either way! If you've received a gift card, once you've entered the claim
code on our site, we'll keep the balance in your account for use on future purchases.


Amazon.com gift cards can be used to buy Amazon MP3 and Unbox downloads. If
you've already redeemed the gift card to your account, it automatically use it to pay for
your downloads. If you haven't redeemed your gift card yet, just click the quot;Redeem a gift
card or promotion codequot; link before clicking the quot;Buy nowquot; button for the download.

How do I order a gift card?

Automobile goes online
The buying and selling of new automobiles completely done over the net in the overseas
markets, and this has really picked up will over the last few years .Autojunction.in is
pioneer in brining this path-breaking concept for first time in India .Started in June
2006,it is the automobile division of mjunction services limited.
Autojunction.in kicked off with sate-of the-art online auction services in the B2B space
for online disposal of repossessed vehicles on behalf of most of the leading banks and
NBFCs in India.

In October 2007, it launched auto e-tailing for the first time in India. It started with the
distribution with the distribution of India’s first electric car Ravai-a unique way to sell
A unique product. Moving ahead, Autojunction.in aims to become an online on-stop-
solution for all automobile needs across B2B, B2C and C2C categories.
According to available data potential of auto e-commerce they sold around 2200
repossessed vehicles online, over last ten months since they have launch and plan to sell
11000 vehicles online In the B2B category.
Online line auto retailing aims to provide tremendous ease and manufacturers’ end .This
concept promises to unlock- the future of auto e-tailing in India,
While e-tailing was launched only in October 2007,autojunction generated online
transaction turnover of Rs 34 crore last year and target Rs 300 crore this year in the B2B
category .Also it is interesting to note that YoY growth pattern are much stronger in e-


commerce as compared to the traditional brick and mortar route. For example mjunction
services ltd has a CAGR of 144 percent from Rs 94.35 crore in FY02 to Rs 8,000 crore in
FY07.
Autojunctions has successfully introduced many innovative auction methodologies like
“Zero Start Bid Auctions ” and “Onsite Automated Auction Completion Report”
For instance .The user –Friendly auction screens that are available in autojunctions
platform provide unparalleled bidder convenience through state-of-the-art
Facilities like-‘Watch list ’,’Saving of Watch list’ ‘compare’ and an innovative ‘Pre-
Auction Market Making Exercise ‘Autojunction.in has also introduced the online Global
EMD Manager System. The buyers who are transacting through autojunction platform
can additionally avail onsite financing of their working capital from various banks and
onsite logistic services that are available with mjunction portal.
Autojunction.in already has a customer base of 6,800 registered buyers throughout India
for these vehicles and the list is increasing day by day.

(Reference link-www.autojunction.com )


Construction goes online

The construction sector is one of the fastest growing industries in India at present. The
total size of the industry in India at present .the total size of the industry is about Rs7745
Billion, with a growth rate of over 8 percent. The share of the real estate segment is about
68 percent .Some of the major needs expresses by major players in the construction
industry are transparency, convenience and efficiency which is just what mjunction has
brought to the steel and coal industries, mjunction has brought to the steel and coal
industries mjunction has already sold five million mt of steel and 20 million tones of coal
online.

Straightline.in is a part of mjunction services limited, which was formed out of join
venture between two extremely highly ethical organization Tata steel and SAIL. The Site


provide a platform on which online buyers can source materials directly from sellers
giving them the added confidence that the material are genuine and have been priced
correctly
Traveling made e-say


Today ,the online travel portals are easily accessible and very user-friendly. All you need
to do this is, to follow simple directions like selecting the date of your trip and location
from the drop down lists. Within seconds these websites generate a list of timing, fares
and other relevant information about the various airlines, hotels and travel packages.
hence you can work out all the possible permutations and combination before hitting
upon the best deal. the online travel Agencies (OATs) have made the complicated ,time
consuming procedure of travel bookings, very convenient..

Stuart Crighton , founder and COO of ClearTrip.com elucidates,” we saw a huge
opportunity to come together and launch a travel service that takes the complicated
process of booking and making travel simple and hassle free for our customers. With this
sole objective we launched ClearTrip.”

Ticket Sold Online per day

MakeMyTrip.com :5000 flight tickets
Yatra.com :5,000 air tickets.
ClearTrip : 5,500 air tickets

The total revenue (gross revenue )earned from sale of air tickets

MakeMyTrip.com: Flight tickets contribute to about 70 percent of our revenue.
Yatra .com:$120 million for calendar year 2007.
ClearTrip.com: We do a sales of Rs 1.8 crore daily.

Percentage of net commission earned from various airlines.

MakeMytrip.com: We are highest ticket seller for most of the airlines and this affects our
commission structure in a big way. This varies from one airline to another and is
dependent on the kind of business we assure to them.
Yatra.com: Cannot be disclosed.
ClearTrip.com: Commissions vary by airline.Gross commissions on network carriers are
5 5 percent .


Market Share
MakeMyTrip.com: Currently has a market share of 40 percent in online travel industry
business in India .We crossed Rs 562 Crore in Financial year ending March 2007,which
is approximately 180 percent growth from the previous year’s registered sales of Rs 200
crore .Also ,we are on target for current financial year ending March 2008 and will touch
Rs 1260 crore.
Yatra.com: About 33 percent Of OTA market.
ClearTrip.com: holds 35 percent market share and we are targeting 3000 percent growth.

Future Forecast
Internet penetration has been increased at a prolific rate-with over 20 million active
internet users and a 50 million PC literate population .Also India is the second largest
growing major economy in the world with aGDP growth rate of 9.4 percent for financial
year 2006-07 .The travel industry in India estimated to grow at 8.8 percent per an um for


next to years positioning the country as one of the fastest growing travel markets in the
world.
The online travel contributed just US$ 300 million in 2005 and poised to be a US$ 2
billion market by 2008 , there by being to percent of the travel market .This shows not
only the huge wave of adoption of the online medium but also the immense potential that
exist to grow the online business .Also ,by 2010 –India would make it to the top 20
global online retail travel market as predicted by industry experts.

India is also rapidly emerging as one of the favorite destinations among international
tourists. the country is also set to be third fastest growing market in terms of travel and
tourism demand between the year 2006-2015.The travel and tourism sector is stated to be
around $38.8Billion and is projected to grow to $90.4 billion by 2014.

Sandhya Patil speaks with Deepa Thomas ,spokesperson, eBay India(Ref:-RETAIL BIZ
DCEMBER 2007 ).


“If eBay was a country ” it would have been the fifth most populous country in the
world.”
Trade – mark users eBay India has built its own person –to-person trading community in
the country .By offering the best consumer experience ,it has grown as a unique and
exciting marketplace for online shopping .”eBay is the No- 1 e-commerce site .eBay’s
strength lies in its great technology platform combined with best-in –class products and
tools serving 248 million registered users .
eBay India ( www.eBay.in ) has two million registered users, who trade on web sit from
670 cities spread across India.
“eBay launch in India has benefited the Indian online shopper by providing him access to
global eBay Technology platform”.

Pay your paisa
There are five different payment methods on eBay India .These Payment methods help
sellers choose any one option that they would like to offer buyer on their listing .these
payment methods are:
1 Pay credit card and online Bank transfer
2 Demand draft
3 Cheque
4 Cash Delivery
5 buyers Picks up and Pays.
This way eBay India offers a common platform for sellers and buyers

Real Time Challenge
India has one of the fastest growing internet population in the world but penetration is
very low ,at barely 3 per cent .Cheaper broad band access can drive wider adoption and
boost the online commerce industry.
Today’s average urban is taking to online shopping and is comfortable buying a range of
high value products are from the metros .this could be due to the easy availability of high
speed internet access coupled with spending power.

Loyal connectivity
eBay India has build a huge community –a community which is very well connected to
it .The website has the community board wherein its users interact with each other and
share their likes and dislikes .experiences , make friends and share tips on the latest
products.
In addition ,eBay India also conducts outreach sessions with community members known
as ‘voices on the road” where members of eBay team interact with 50-100 customers to
discuss new initiatives and seek feedback.
eBay also have regular monthly surveys and customer tracks through which we determine
buyer and seller feedback.


Trust & Safety:

eBay's Trust and Safety team is responsible for keeping the marketplace a safe, well-lit
place for people around the world to trade with one other.

Actively working to enable members to trade safely, eBay fosters trust between members
through the development and enforcement of rules and policies, the creation of
reputation-building programs, and the prevention of fraud.

eBay also works behind-the-scenes to prevent fraud and, in the event a problem occurs,
eBay proactively works with law enforcement and government agencies throughout the
world to enforce its policies. Rooted in the values of the marketplace, eBay's policies are
aimed at offering a level playing field, encouraging open, honest, and accountable
transactions, and creating economic opportunities for everyone.

To help the community trade safely and build trust with one another, eBay offers the
following tools, programs, and resources:

eBay Feedback:

Feedback is each user's reputation on eBay. Through positive, negative, and neutral
ratings and comments, each eBay member has a Feedback score. All sellers display this
score in the Seller Information box of the item listing page. eBay Feedback fosters trust
between people by acting as both an incentive to do the right thing and as a mark of
distinction for those who conduct transactions with respect, honesty, and fairness.

Buyer Protection:

The eBay Toolbar with Account Guard enables eBay members to protect their accounts
by indicating when they are on an eBay or PayPal site and warning them when they are
on a potentially fraudulent, or spoof, Web site. In addition, eBay helps users prevent and
combat fraud by conducting online tutorials on spoof email and educating members on
how to report issues to spoof@ebay.com.

eBay Security Center:

The eBay Security Center provides guidance on buying safely, selling safely, and paying
safely, as well as valuable third-party, government and law-enforcement resources. The
Security Center is a valuable resource for all users, from first-time buyers who want
information on safeguarding online transactions to high-volume sellers who want to
protect their copyrights.


futurebazaar.com is owned and operated by FutureBazaar India Ltd., a subsidiary of
Pantaloon Retail (India) Limited.
As part of India’s largest retail chain, we enjoy the benefits of buying in bulk for the
entire group and keep our margins low, so you get a great range of products at great
prices. We pass these benefits on to you, so our prices are the lowest we can make –
every day.

About our parent company

Pantaloon Retail (India) Limited led by Kishore Biyani is the country's largest retailer. It
owns and operates multiple retail formats including Pantaloons, Big Bazaar, Food Bazaar,
Central, E-Zone, Fashion Station, Depot and many others. Headquartered in Mumbai,
Pantaloon Retail is listed on BSE and NSE with a turnover of Rs 2,018 crore for financial
year ended 2005-06.

Pantaloon Retail was selected as the Best of Best Retailers in Asia by Retail Asia-Pacific
Top 500 magazine in 2006.

About Us
Big Bazaar was awarded the CNBC-Awaaz Consumer Awards in 2006 and the Readers'
Digest Platinum Brand Award 2006. Further details on Pantaloon Retail are available on
www.pantaloon.com

The FutureBazaar promise

Manufacturer’s warranties on all products
FutureBazaar sells only original products from authorized dealers; so all applicable
products carry the original manufacturer’s warranty. To service any product purchased at
FutureBazaar, please visit the authorized service centre of the manufacturer. The invoice
accompanying the product is your warranty document, so please preserve it.

Guaranteed Delivery
We guarantee to deliver the exact product you selected, without defects. In case you have
received a different product, or if the product was damaged in transit, please contact us
within the stipulated time period and we will ensure that we replace it or refund you for it.

Please note that delivery times vary according to products. Although we deliver goods
within the committed time period, but there could be occasional delays. We will contact
you, in case deliveries are expected to get delayed.


Secure Payments

We are committed to ensuring that no payment misuse happens, so we work with banks
and payment gateways to ensure that your information is protected. Payments are
protected both by us and by the policies of your bank, and the chances of fraud in these
channels are actually very low. FutureBazaar openly publishes its office addresses and is
part of India’s largest retail company with a presence all over India – so you know how to
contact us in person, if required.

Our Simple 15-Day Return Policy

If you have purchased something at FutureBazaar and the product did not meet your
expectations or does not fit your needs, then you can return the product to us; no
questions asked, as long as it is in its original packaging and accompanied by its invoice.
We will even make the return process simple for you – just contact our customer support
and we’ll arrange to pick up the product from your home. Alternately, you can drop it off
at the nearest Big Bazaar.

Prompt Customer Support

Our customer support is manned by dedicated call centre personnel, who can take
decisions and resolve your problems. They are eager to solve your problems and are
aware of the processes and means to handle them. In case they cannot solve the problem
at their end, they will trigger the required action on your behalf or advise you the best
possible method to a successful fulfillment of all your queries/issues. Be assured that
when you call us, your call is being taken seriously.

Apparel: Cameras: Home & Decor: Movies:
Mens Apparel: Digital Cameras: Furnishings: TV Shows,
Accessories, Canon, Kodak, Dhurries & Rugs, Animation,
Casual Shirts, Nikon, Olympus, Door Mats, English, Hindi,
Formal Shirts, Panasonic, Home Kannada,
Kurtas & Pentax, Samsung, Accessories Malayalam,
Sherwani, Party Sony, Others Home Linen: Bed Marathi, Tamil
Shirts, Trousers, Digital SLR, Linen, Bath
Sportswear, Video Cameras Linen Memory &
Sunglasses, Camera Storage:
Wallets Accessories: Home Memory Cards,
Mens Plus Sizes: Batteries & Entertainment: USB & Pen
Shirts, T Shirts, Chargers, Filters, DVD Players, Drives
Trousers Flashes, Other Flat Tv, Home
Sportswear: Mens Accessories Theatre, LCD Mobiles:


Bottomwear, TV, Music Motorola, Nokia,
Women Consumer System, Plasma Samsung, Sony
Bottomwear, Durables: TV Ericsson,
Women Air Conditioners: Telephones,
Split AC, iPod & MP3 Other Mobiles,
Top wear Window AC Players: Memory Cards
Womens Coolers, Irons, iPod, MP3 Accessories:
Apparel: Microwaves, Players, MP4 Adapter,
Accessories, Refrigerator, Players, FM Bluetooth, Carry
Dupattas, Jeans, Vacuum Players Cases, Charger,
Mix & Matches, Cleaners, Data Cable,
Salwar Suits, Geysers Kitchen Hands Free,
Skirts, Sleepwear, Washing Appliances: Mobile Battery
Sunglasses, Tops, Machines: Auto Electric Cookers,
Trousers Washing Food Processors, Toys and Games:
Womens Plus Machine, Semi Hand Blenders, Action Heroes,
Sizes: Mix N Auto Washing Juicers Mixers Board Games,
Match, Salwar Machine Other Grinders, OTGs, Dolls, Infant
Suits, Skirts, T Durables Microwaves, Toys, Playsets &
Shirts, Tops Toasters, Other Tracksets, Soft
Lingerie: Gift Vouchers: Applainces Toys
Lingerie Sets Big Bazaar, Gaming:
Jewellery: Central, Navaras, Kitchenware: Consoles, Game
Earrings, Home Town, Casseroles, CDs, Gaming
Pendants, Rings, Pantaloons Container, Accessories
Sets Cooking Vessel,
Infant Wear: Health & Fry Pan, Gas Watches:
Infant & Kids Personal Care: Stove, Cube: Men,
Accessories Body Care: Face Insulatedware, Women
Kids Apparel: Care Kadai, Kitchen D'signer: Men,
Sunglasses Footcare Utilities, Plastic Women
Cosmetics: Face Cookware, Escort: Men,
T Shirts: Cosmetics, Pressure Women, Pair
Mens: Collared, Fitness Cookers, Fastrack: Men,
Message, Plain, Equipments Pressure Pan, Women
Sports' Zodiac Hair Care: Tawa, Other Omega: Men,
Womens: Others, Kitchenware Women
Message, Plain, Shampoos / Sonata: Men,
Zodiac Conditioners Laptops: Women
Health Care: Apple, Sony Timex: Men,
Bags & Luggage: Alternate Vaio, HP / Women
Bags: Backpacks, Medicines, Compaq Presario, Titan: Men,
Hiking Bags, Health Care Acer, Lenovo, Women, Pair
Laptop Bags, Devices & HCL, Sahara, Other Brands:
Messenger bags, Products, Health Toshiba, iBall, Men, Women


Office Bags, foods Zenith, Wipro,
Portfolio Bags, Herbal Products: Printers,
Pouches Body & Skin Multimedia
Luggage: Duffle Care, Eye Care, Speakers
Bags, Soft Hair Care, Herbal Accessories:
Trolleys Face Care, Others Headphone,
Perfumes: Nike, Mouse, Web
Personal Cam, Other
Grooming Accessories

Thinking to buy Suits Online?
Thinking to buy any of these- men’s suits formal Dinner Suits ,Tuxedos jackets and
underwear Logon to Eshopone.com in just one click with low price
Eshopone.com put together quality menswear from the best of British companies,
delivered directly to your door. Their emphasis is on quality, and they are very proud of
the range of products they can offer. All their products are personally vetted by us, so that
they can be sure of offering their discerning customers the best possible products and
services, at great Internet prices.

Eshopone.com associated companies include Skopes, Brook Taverner, and Wolsey, all of
which are renowned for the quality of their goods, and Eshopone.com are continually
looking to expand there range to offer as people are getting more interest to do online
purchase and do business globally the best choice possible to our customers.

They having option of Testimonial through that they get feedback of their customers
quot;Please click on these Testimonials from some of our satisfied customers. If you are
happy, or even maybe not so happy, with our service, please let us know. We are always
looking to improve, so all feedback is appreciated. quot;
Eshopone.com more concentrate on there website’s security to create trust in users, they
have implemented MacAfee’s HACKER SAFE CERTIFICATION Where McAfee
provides daily website checking facility
This site is tested and certified daily to pass the HACKER SAFE Security Scan. To help
address concerns about hacker access to confidential data, the quot;livequot; HACKER SAFE
mark appears only when a web site meets the HACKER SAFE standard.

( This is the mark of safety which appears until the web site is safe)
Research indicates sites remotely scanned for known vulnerabilities on a daily basis, such
as those earning HACKER SAFE certification, can prevent over 99% of hacker crime.


Transaction Security At eshopone.com


Research Objectives

“To study Consumers Behavior towards e-tailing and e-tailing websites”

1> To study Emerging Trends in Retail.

2> To study the consumer behavior towards e-taiing and e-tailing wesites.

3> To study the profile of customer making online purchase

4> To have a comparative analysis of various product categories sold
online.

5> To study effect of some factors(security,speed) towards online
purchase.


RESEARCH METHODOLOGY

Sample Design
Sample Unit:
Indian Internet Users, who are likely to frequent the Internet, such as college students or
people

Sample size:
Web-based survey data is whether a representative sample of the target population will
have the opportunity to respond, To cope up with this problem three sets namely
A1,A2,A3 are used. In each Set online questionnaire was sent to more than 100 people
so by using three sets more than 300 people were reached. Out of these 300 people 47
people responded. The response rate is thus 16 %.

Sampling Procedure:
Online survey facilitates in reaching numerous respondents at the least possible cost.
Here stratified random sampling was used.
First of all more than 300 email ids were sorted from different community site’s like
orkut , HR meet ,msn spaces ,Yahoo group.
Average time to complete online survey is 4.66 min .
Contact Method- Email, online line Questionnaire.
Statistical tool used
Factor Analysis: Is procedures primarily used for data reduction and
summarization.

To Check the correlation between two parameters Karl Pearson’s Coefficient of
Correlation was calculated

R=Coefficient Of Correlation
X=Difference of x variables and mean of x variables
Y= Difference of x variables and mean of y variables

Confidence-Interval Approach::
x−µ e en µ= population mean, = sample mean ,σ = standard
Z= = =
σ σ σ deviation of population, s = standard deviation of the sample ,p
= population proportion ,n = (sample size)
n n

Where Z is a standard normal variate


ONLINE QUESTIONNAIRE


Analysis and Findings

Gender And Age

Hypothesis-

More than 60% of customers would doing Online shopping are under the age of 30.
[India’s Demographics is likely to continue to favor the Indian retail sector even over the
next 10-15 years .India currently has one of the youngest populations in the world .Nearly
60 percent of Indians are below the age of 30 years and 40 percent are below 25 years.
It is generally thought to be easier to alter the habits of young consumers, including the
area of shopping .Even in 2010, the estimate is close to 40 per of Indians below 25 years
of age.]
Reference-
RETAIL BIZ DCEMBER 2007]

Q1)Gender and Age?

Findings-
According to our findings
81.84% of customer are doing Online Shopping, there age is in between 21-30.
11.88% are in between 41-50 of age and 12.5 % are in between 11-20 of age..
Survey says that Online Shopping having youngest Segment .


Occupation

Hypothesis-
Young generation of India is more trendy they having more affection towards
International brand .Which they get through internet , Occupation of customers who
doing online shopping is 50% are students and 30% are Employed .
It is common these days to see 20-something girls with BPO jobs loiter about malls
flashing their Louis Vuitton key chains and scarves.

Q2)Occupation

Findings-
65.55% of customers are students , 24.44% of customers are employed. who comes under
age of 40 and 10% are other ,some of them are professional and self-employed persons.


According to our survey analysis student are do more online shopping. Survey says that
the population which under 21-35 of age are very passionate (89.44%)for online
shopping with internet access in work ,cyber cafes and at home.
The confidence interval is 95%, Standard Error 0.400.
Shopping Habits

Hypothesis-
Physical Shopping (Shopping from physical retails) to fulfill daily needs like example
milk, bread.. Almost people in the world do physical shopping daily and at least once in a
week.
Online Shopping-Online shopping is not impulsive Shopping To do online shopping
person would think many times, Online shopping is done when product is not available in
Their region Indian customers are want to touch, feel experience before shopping..

[” Today ,instead of making a trip to the mall for product guidance , or settling for a
product choice based on limited reviews from family and friends –smarter consumers are
conducting research on their own online ,where a multitude of comparisons ,reviews and
recommendations are freely available .”
The United States which has a long cultural history of catalogue shopping, nut many
Indian shopper want to touch, feel and examine the product before they buy it., Cultural
issues.
Reference-
Research (Consumers get smarter with internet/24/Pitch/February 2008)]

Q3)How Often do you Shop?


Findings
Physical Shopping-According to our survey analysis 66.66% people doing physical
shopping everyday or more ,85% people do shopping 2-6times a week, 57.41% people do
shopping about once a month and 6.66% who do shopping about more than two months
or more and never.

Online Shopping-0% means no one is do online shopping every day or more in
India,15% people do Online Shopping 2-6 times a week, 42.59% people do online
shopping about once in a month.60% people who never do online shopping.
The confidence interval is 95%

Online Products

Hypothesis-
The internet is the preferred choice in India because wider range of product and young
generation become more trendy they prefer online shopping to purchase luxury brands
and international brands .
About 80 percent of Indian respondents feel music is an important part of their life most
of them use internet to purchase music
Books, music ,movies, CD-ROM, apparel ,jewellery , perfumes , mobile phones , Mp3-
Players ,cakes, flowers, Chocolates ,Swiss knives ,Travel these are some popular
categories

[As many as 77 percent of respondents intend to buy at least one consumer electronic
equipment in the next 12 months. products most often research includes mobiles ,laptops
and digicams ,laptops ,mobiles and mp3 players are among the top three preferred are
among the top three preferred electronic products bought online in India.
Ownership of mobiles /PDA/Smart phones are also high in the country at 91 percent, and
the intention of purchasing them is also highest , where 37 percent intent to buy a mobile
phones/PDA/smart phone in 2008.The purchase decisions for electronics are likely to be
influenced by children in India.
Reference-
Research (Consumers get smarter with internet/24/Pitch/February 2008) ]

Q4)Which products would you like to buy Online? (you can select more than one option)


Findings-
16.01 % people like to buy Books online ,8.72% showed interest in music ,3.39% for
CD-ROMs ,13.49% people purchase Apparel online , 2.95% go for Jewellery, 6.61%
people do online purchasing of mobile ,5.33 % for MP3-Players , 4.94 % for watches,
17.92 % like buy Air and Rail tickets online ,9.94 % like to do there travel and hotel
booking online,0.83% like to buy cigars, pipes, lighters and electronic devices
online,9.28 % would like to buy perfumes ,1.28% showed interest to buy computer online.
Says survey

From Survey we can say that

Most Indian consumers bought one to five items by online . The most popular items were
books or music (24.73 percent), airplane or other travel tickets (27.86 percent), clothing
(13.49 percent), electronic gadgets and watches (21.55 percent),

There are some new categories like Cigar, watches also customer would likes to buy
online.

The confidence interval is 95%, Standard Error 1.127.

Payment Methods customer are using

Hypothesis-
For online shopping more than 60% people use credit card for online shopping ,there are
some other payments methods such as Cheque ,Paymate also available.

[Increase credit card usage and as well as credit availability. WE estimated around 50-60
percent of consumers use card for making purchase at stores .Penetration of credit card is
still low at around 13-15 cards per 1000 people and has the potential grow, which would
further spur consumption at modern retail stores .despite the rapid growth in credit card
sales in India ,penetration remains low.
Reference-
Dr AK Srivastava and Prof R Srinivasan explore the reasons for e-tailing becoming a hot
opportunity/2007]

[Ninety-two percent of the online shoppers surveyed in 2001 have used a credit card to
pay for an online purchase in the previous 12 months. Only one in ten (11 percent) of
credit card users said that their cards allowed them to generate single-use or substitute
numbers, not surprising since this technology is relatively new. However, more than half
(53 percent) of those who have a credit card with this feature had taken advantage of it.]

Reference-NCL’s survey taken in 2001]


Q5)What Kind Of Payment Methods you use to pay
Online Shopping?


Findings :–
According to survey 48.33% of Indian consumer are using there debit card for online
payment, around 45% of customers using credit cards for online payment may be this
availability of credit cards( 13-15 ) credit card for 1000 people and remaining 6.67%
customers are preferring different method such as Cheque, Cash Delivery , buyers Picks
up and Pays.
As survey saying that debit cards and credit cards are popular ways of payment for online
shopping.
Why to buy online.

Hypothesis;-
There are many reasons for online shopping such as convenient , No need for vendors
and no pressure to buy, quot;Infinite shelf spacequot; available, Able to compare product price
and features

[. This is relevant to 72% of online shoppers' claim that they would rather surf online than
go to retail store to attain information about a product (Lokken et al., 2003). According to
a study, 72% of online shoppers chose convenience over privacy (Bhatnagar, Misra, &
Rao, 2000). In addition to ease of finding products online and shopping time reduction,
consumers can shop without time limitation with 24-hr access at their convenience
because the World Wide Web never closes]

Reference:- http://www.ocf.berkeley.edu/~jinnie/advantage.html]


Q6)Why do you choose to buying Online?(For example wider choice ,Speed)

Findings:-
30% people buy online because it is easy to access, Online shopping allows consumers to
shop at the convenience of their own home,
26.67% people says Speed ,As the time become important factor for peoples employers
mainly who are to save traveling time to retail stores and spend their time on other
important tasks and hobbies.
23.33% people choice online shopping for its broad catalogs and wider range of
categories products,
10% buy online because of ob time delivery provided by e-tailers,
6.67% people choice buying online because of low price.

In this new survey, more than half (55 percent) of consumers with Internet access at work
or in the home they feel easy to access from any where and speed which saves the time
are important factors as they choice online shopping. Convenience is the top reason they
like to shop the Web (66.67 percent) which contains easy to access ,speed ,delivery.

Survey says that Convenience and wider range are two main factor which attract people
to purchase online.


Popular E-tailing Website in India

Hypothesis :-
When online shopping comes there are some websites which are very popular among the
internet users such as eBay.com,Amazon.com.
[“Marketplace for online shopping.” eBay is the No- 1 e-commerce site .eBay’s strength
lies in its great technology platform combined with best-in –class products and tools
serving 248 million registered users .
Reference-
RETAIL BIZ DCEMBER 2007]

Q7)Which E-tailing(online Shopping) websites you use for Online Shopping?

A3


A1

A2


Findings:
41.40% people use eBay.com for online purchase as they gave first priority to eBay,
around 33.16% people use irctc.co.in for online Ticket and Travel Booking, 21.55 % are
showed interest in Amazon.com for online purchasing,11.37% people logon to
FurtureBazar.com for shopping, 4.41% Indiaplaza.com people using buying online,
2.56 % people use h-s.co.uk for shopping.
Survey says that eBay.com ,irctc.co.in and amazon.com are three popular websites
among Indian internet buyers.

Important Aspects

Hypothesis-

Trust/security, information, benefits, payment methods search technology, on time
delivery are some important aspects.

[With the right content and navigation ,any product can be successfully retailed online.

Customers are very discerning and are able to smartly decide where they get best
value for their money-whether they or online is co-incidental.


Internet retailing brings ina conceptual frame work that is different from physical
retailers are focused on setting thousands of stores at increasing costs to sell limited
merchandise to restricted customer base in a small catchment area.

Internet retail is about retailing a huge amount of merchandise to a global base of
customers from single store.

Our website is very secure and safe .We use global standard 128 bit SSl(Secure Sock
Layer) encryption and decryption facilities In fact , using credit cards on our website
is safer than using it at any physical store in India.

Reference –
K. Vaitheeswaran Chief Operating Officer ,IndiaPlaza.in, Speaks about the trend and
challenges involved in online shopping, retailing ,customer’s needs, security
measures, and many more issues ,in an interview with Sandhya Patil.]

Q8)How important following aspects are?


Findings-
We calculated aspects on important scale..
Survey says customer service is (rating 7) important,
Payment methods are important (rating 7).
Search Technology is important (rating 8).
Survey says Layout/Presentation is least important (rating 2).
Survey says Access Speed is Very important (rating 10).
On time Delivery is Very important (rating 10).
Security of transaction is Very important (rating 10).

The three factors Access Speed ,On Time Delivery and Security people feels are very
importance which will be key factors on which they can decide whether to use online or
make traditional shopping .

Q9)What Improvement E-tailing (Online Shopping) Stores can Make?
This open end question which comes under qualitative we got good response to this
Question.


Limitations and Overcomes
Sample Quality

The most questionable aspect of web-based survey data is whether a representative
sample of the target population will have the opportunity to respond. Internet users tend
to be younger and more highly educated. However, the demographics of the Internet are
changing rapidly, and among certain subpopulations, such as college-bound seniors in
high school, Internet usage is nearly universal Thus, web-based surveys may provide
high-quality samples for researchers who are interested in populations who are likely to
frequent the Internet, such as college students or people who participate in online
romance and dating. For those interested in non-white or older populations, however, the
Internet may not provide a representative sample of the population of interest.

Technical Problems
There are a variety of technical glitches that can occur while a respondent is filling out a
survey.

Freezes and crashes.

The respondent may be unable to complete the survey due to a browser freeze or server
crash, resulting in missing data. To minimize this risk, we to kept the survey relatively
short. If the respondent is disconnected during the fourth or any page of the survey,
before clicking of submit all survey will be waste, it is also possible to write a program
that will allow respondents to return to the survey at the same point where they were
interrupted.

Error messages.

If you overlook a programming error in your survey, the error may be triggered when a
respondent fills out the questionnaire, resulting in an ugly and confusing error message.
To avoid this problem, tested and re-tested our survey rigorously, and have several other
testers fill out the survey as well, to ensure that all the quot;bugsquot; have been worked out.
Double entry. In many surveys, it is possible for the same subject to return to the survey
and complete the questionnaire several times. The avoid this problem we recruit a
specific sample of subjects, assign each subject a unique id, and allow each id to be used
only once. As we can’t have a specific sample, but are recruiting subjects from the
Internet at large, we used the subject's e-mail address to assign a unique id (for more
information, see the section below on informed consent).


Bibliography/List of references

K. Vaitheeswaran Chief Operating Officer ,IndiaPlaza.in, Speaks about the
trend and challenges involved in online shopping, retailing ,customer’s
needs, security
measures, and many more issues ,in an interview with Sandhya Patil.

RETAIL BIZ DCEMBER 2007

Consumers get smarter with internet/24/Pitch/February 2008

http://www.ocf.berkeley.edu/~jinnie/advantage.html

NCL’s survey taken in 2001

www.eBay.com

www.irctc.co.in

www.amazon.com

www.futurbazar.com

www.eshopone.com

www.MakeMytrip.com

www.travelguru.com

www.Straightline.in

www.autojunction.in

www.Oxfordbookstore.com


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