Rediff.com

A PROJECT REPORT ON THE SERVICE QUALITY OF

AN ONLINE SHOPPING NETWORK

WITH REFERENCE TO REDIFF.COM

1

1.INTRODUCTION

Using the interactive technologies available via the Internet to further create a dialog

with potential customers by connecting with them with good educational content

about your company's products or service offerings. Internet marketing also referred

to as online marketing or E marketing is the marketing of products or services over

the Internet. The Internet has brought many unique benefits to marketing including

low costs in distributing information and media to a global audience. The interactive

nature of Internet marketing, both in terms of instant response and in eliciting

response, are unique qualities of the medium. Internet marketing ties together

creative and technical aspects of the internet, including design, development,

advertising and sales. Internet marketing methods include search engine marketing,

display advertising, e-mail marketing, affiliate marketing, interactive advertising,

online reputation management and also Social Media Marketing Methods such as

blog marketing, and viral marketing.

Internet marketing is the process of growing and promoting an organization using

online media. Internet marketing does not simply mean 'building a website' or

'promoting a website'. Somewhere behind that website is a real organization with real

goals. An Internet marketing strategy includes all aspects of online advertising online

activity that promotes a company online, including websites, blog sites, article and

3

press releases, online market research, email marketing, and advertising (ppc /

banners etc.)

4

1.1 INDUSTRY PROFILE

INTERNET TECHNOLOGY EVOLUTION

During the past two decades, the world has witnessed a technologicial evolution that

has provided a totally new medium of communications entirely new to mankind.

Through the use of networks, information in all forms has been disseminated

throughout the world. What is known today as the World Wide Web (WWW) grew

out of a project that began with a different intent ARPANET). The ARPANET was

designed and developed in 1969 by Bolt, Beranek and Newman under a contract for

the Advanced Research Project Agency (ARPA) of the U.S. Department of Defense.

The purpose of the Network was to study how researchers could share data, and how

communications could be maintained in the event of a nuclear attack (Grimshaw,

1997; Raisinghani, 2000). The ARPANET Project was eventually turned over to the

National Science Foundation (NSF) and ultimately became known as “Internet”

which the NSF allowed access to businesses, universities, and individuals. In the

beginning, many resources such as electronic mail, news, telnet, FTP, and Gopher

were offered through the Internet to its users (Misic, 1994; Rao & Minakakis, 2001).

One of the early applications of the Internet was its most popular application, the

World Wide Web or sometime known as the “the Web.” The WWW is one of the

software tools that through the use of hypertext allow computers to link information

in new ways different from a sequential reading approach, to make it easy to retrieve

5

and add information from different computer sources through the use of

communication links (Berners-Lee, Cailliau & Groff, 1992). In short time since its

inception, the Internet has indeed revolutionized business, in that it redefines the

methods used in traditional business practices and offers another important channel

for mass communication (Foo & Lim, 1997). In the short time since its inception, the

Internet has indeed revolutionized business, in that it redefines the methods used in

traditional business practices and offers another important channel for mass

communication (Foo & Lim, 1997).

Business

Definition:

Internet Marketing is an all-inclusive term for marketing products and/or services

online – and like many all-inclusive terms, Internet marketing means different things

to different people.

Web Marketing or Internet Marketing

Internet marketing, a new concept in the marketing era, helps in promoting your

products and services with the use of internet. It has various techniques of promotion

like pay per click (PPC), banner ads, e-mail marketing, interactive marketing, search

engine optimization (SEO), blog marketing and article marketing.

6

Internet marketing is a constituent of e-commerce (electronic commerce). The

concept of internet marketing and e-commerce is widely used nowadays and will

prove useful for any business. This ensures to provide its customers with all the

facilities, which includes availability of information. Consumers can purchase any

product at any time, which saves not only your time but also your money.

A Search Online, an online marketing company deals with optimization of any site. It

not only brings traffic to your site but also helps in improving page rank. We offer

different services to our clients in various fields to bring about an increase in sales on

internet. In other words, A Search Online helps in the promotion of your website on

all major search engines.

Essentially, though, Internet marketing refers to the strategies that are used to market

a product or service online, marketing strategies that include search engine

optimization and search engine submission, copywriting that encourages site visitors

to take action, web site design strategies, online promotions, reciprocal linking, and

email marketing – and that’s just hitting the highlights.

Online marketers are constantly devising new Internet marketing strategies in the

hopes of driving more traffic to their Web sites and making more sales.

7

Internet marketing, also referred to as online marketing or e-marketing, it is the

marketing of products or services over the Internet. The Internet has brought many

unique benefits to marketing including low costs in distributing information and

media to a global audience. The interactive nature of Internet marketing, both in

terms of instant response and in eliciting response, are unique qualities of the

medium.

Internet marketing ties together creative and technical aspects of the internet,

including design, development, advertising and sales. Internet marketing methods

include search engine marketing, display advertising, e-mail marketing, affiliate

marketing, interactive advertising, online reputation management and also Social

Media Marketing Methods such as blog marketing, and viral marketing.

Internet marketing is the process of growing and promoting an organization using

online media. Internet marketing does not simply mean 'building a website' or

'promoting a website'. Somewhere behind that website is a real organization with real

goals.

An Internet marketing strategy includes all aspects of online advertising online

activity that promotes a company online, including websites, blog sites, article and

8

press releases, online market research, email marketing, and advertising (ppc /

banners etc.)

Business models

Internet marketing is associated with several business models. The model is typically

defined by the goal. These include e-commerce, where goods are sold directly to

consumers or businesses; publishing, or the sale of advertising; and lead-based sites,

where an organization generates value by getting sales leads from their site. There are

many other models based on the specific needs of each person or business that

launches an internet marketing campaign.

Internet marketing refers to the placement of media along different stages of the

Customer engagement Cycle, through Search Engine Marketing, Search Engine

Optimization, Banner Ads on specific sites, email marketing and Web 2.0 strategies.

Advantages

One of the benefits associated with Internet marketing is the availability of great

amounts of information. Consumers can access the Internet and research products, as

well as purchase them at any hour of any day. Companies that use Internet marketing

can also save money because of a reduced need for a sales force. Overall, Internet

marketing can help a business' expansion from a local market to a national or

9

international one, faster. Compared to traditional media, such as print, radio and TV,

Internet marketing can have a relatively low cost of entry.

There are a few important characteristics that differentiate Internet marketing from

"off-line marketing":

- One-to-one vs. one-to-many approach: the targeted user is typically browsing the

Internet on their own, and the marketing messages reach them personally. This can

be very clearly seen in search marketing, where the users find advertisements

targeted to specific keywords that the users asked for.

- Demographics targeting vs. behavioral targeting: off-line marketers typically

segment their markets according to age group, sex, geography, and other general

factors. Online marketers have the luxury of targeting by activity. This is a deeper

form of targeting, since the advertiser knows that the target audience are people who

do a certain activity (upload pictures, have blogs, etc.) instead of just expecting that a

certain group of people will like their new product or service.

- Measurability: Almost all aspects of an online campaign can be traced, measured,

and tested. The advertisers either pay per banner impression (CPM), pay per click

10

(PPC), or pay per action accomplished. Therefore, it is easy to understand which

messages or offering are more appealing to the audience.

- Response and immediate results: Since the online marketing initiatives usually

require users to click on the message, go to a website, and perform a targeted action,

the results of campaigns are immediately measured and tracked. On the other hand,

someone driving a car who sees a billboard, will at best be interested and might

decide to get more information at some time.

Internet marketing, as of 2011, is growing faster than other types of media. Since

exposure, response and overall efficiency of Internet media is easier to track than

traditional "off-line" media, through the use of web analytics for instance, Internet

marketing can offer a greater sense of accountability for advertisers. Increasingly,

however, marketers and their clients are becoming aware of the need to measure the

collaborative effects of marketing, i.e. how the Internet affects in-store sales, etc.,

instead of silting each medium. The effects of Multi-Channel Marketing can be

difficult to determine, but are an important part of ascertaining the value of media

campaigns.

For both companies and consumers that participate in online business, security

concerns are very important. Many consumers are hesitant to buy items over the

11

Internet because they do not trust that their personal information will remain private.

Recently, some companies that do business online have been caught giving away or

selling information about their customers. Several of these companies have

guarantees on their websites, claiming customer information will be private. Some

companies that buy customer information offer the option for individuals to have

their information removed from the database (known as opting out). However, many

customers are unaware that their information is being shared and are unable to stop

the transfer of their information between companies.

Security concerns are of great importance and online companies have been working

hard to create solutions. Encryption is one of the main methods for dealing with

privacy and security concerns on the Internet. Encryption is defined as the conversion

of data into a form called a cipher. This cipher cannot be easily intercepted unless an

individual is authorized by the program or company that completed the encryption. In

general, the stronger the cipher, the better protected the data is. However, the

stronger the cipher, the more expensive encryption becomes.

Another major security concern that consumers have with ecommerce merchants is

whether or not they will receive exactly what they purchase. Trustworthy, reliable

merchant performance has been a consumer concern since the inception of

ecommerce, and to date, merchants have attempted to address these concerns by

12

investing in and building strong consumer brands (Amazon, eBay, Overstock.com),

and by leveraging merchant / feedback rating systems and ecommerce bonding

solutions. All of these solutions attempt to assure consumers that their transactions

will be free of problems because the merchants can be trusted to provide reliable

products and services. In addition, the major online payment mechanisms (credit

cards, PayPal, Google Checkout, etc.) have also provided back-end buyer protection

systems to address problems after they actually do occur.

13

1.2 COMPANY PROFILE

14

1.2 COMPANY PROFILE

Market Vision specializes in providing Advanced Analytics and Market Research

services to its clients. We deliver value to our clients by delivering Better Marketing

Intelligence, Twice as Fast at Half theCost.

Whether it is a market research project that requires quick turnaround or a modeling

project that requires application of advanced analytics, Market Vision has a solution

for you. We help companies get a better value for their marketing budget by

delivering superior results through a combination of significant cost savings, top-

notch talent, process excellence and constant innovation.

Our growing client list includes top companies in industries such as Financial

Services, Consulting, Retail, Software and Technology.

Our Vision

We see ourselves creating unprecedented value for our clients and for ourselves

through Innovation, Collaboration, and Operational Excellence. We work in

partnership with companies who embrace globalization in order to boost R&D

performance and optimize value across the product and service lifecycle. We strive to

attract the best talent around the world and to create an exciting and caring

15

environment full of growth opportunities. We govern ourselves through a set of

strong values emphasizing meritocracy, integrity, teamwork, diversity and equality.

Our Value Proposition

Better marketing intelligence. Twice as fast. Half the cost. No compromises

Market Vision delivers on the bold value proposition of delivering better marketing

intelligence, twice as fast, at half the cost.

Delivering more for less

Industry leadership

Highly advanced marketing analytics

MARKETING ANALYTICS

Market Vision specializes in providing consulting-oriented data-driven marketing

solutions based on its Advanced Marketing Analytics expertise. The Market Vision

team combines its strength in advanced analytics techniques with its superior

marketing knowledge and advanced problem solving skills to resolve strategic as

well as tactical marketing problems such as New Product Introduction, Customer

Retention and Growth, Revenue Management, Leads Management, Target Segment

Identification, etc.

16

2. ABOUT THE STUDY

17

2. ABOUT THE STUDY

2.1 NEED FOR THE STUDY

Internet provides great amounts of information. Consumers can access the Internet

and research products, as well as purchase them at any hour of any day. Companies

that use Internet marketing can also save money because of a reduced need for a sales

force. Overall, Internet marketing can help a business' expansion from a local market

to a national or international one, faster. Compared to traditional media, such as print,

radio and TV, Internet marketing can have a relatively low cost of entry. Thus, the

need to study internet marketing.

Internet marketing requires customers to use newer technologies than traditional

media, not all people may get the message. Low speed Internet connections are one

barrier. If companies build overly large or complicated web pages, some Internet

users struggle to download the information on dial up connections or mobile devices.

the inability of shoppers to touch, smell, taste or try-on tangible goods before making

an online purchase. However, it is an industry standard for e-commerce vendors to

have liberal return policies and in store picks up services to reassure customers.

18

2.2 OBJECTIVES OF THE STUDY

 To evaluate customer perception towards the products

 To evaluate the purchasing rate of a customer

 To evaluate website

 To evaluate how often customer visit website for purchase a product

19

2.3 RESEARCH METHODOLOGY

2.3.1 RESEARCH DESIGN:

The research objective define, the next step is to select the research

design to be adopted to conduct the tests. The present research study had been

conducted to study the evaluating online shopping experience of reddif online

shopping customers. According to the information needed, the present is exploratory

research.

2.3.2 DATA COLLECTION

For the purpose of conducting this study data been collected from two sources those

are

• PRIMARY SOURCE

• SECONDARY SOURCE

PRIMARY SOURCE OF THE DATA

To understand the shopping experience of online customers a sample list as been

prepared by randomly selecting customers who have done shopping online with

rediff. For conducting this study a structured questionnaire were designed the

questionnaire contain three categories part one contain the information regarding to

know the customer purchasing rate , second part containing the questions to evaluate

website and third one is evaluate the product range, these questionnaire were

administered through email

20

SECONDARY SOURCE OF THE DATA

For the purpose of conducting study data been collecting through secondary source

that is from company websites, broachers and from marketing journals

2.3.3 SAMPLE DESIGN

To conducting the study 200 questionnaire were send to the customers of rediff by

email from among that total 128 costumers gave the replay among that 27

questionnaires found to be incomplete remaining 101 were taken for conducting

survey

2.4 SCOPE AND LIMITATIONS

2.4.1 SCOPE OF THE STYDY

Scope of the study is limited to rediff online customers, these customer were

randomly chosen from rediff shopping data base

2.4.2 Limitations:

• Internet marketing requires customers to use newer technologies than

traditional media, not all people may get the message.

• Low speed Internet connections are one barrier. If companies build overly

large or complicated web pages, some Internet users struggle to download the

information on dial up connections or mobile devices.

21

• The buyer's perspective, another limitation is the inability of shoppers to

touch, smell, and taste or try-on tangible goods before making an online

purchase.

• It is an industry standard for e-commerce vendors to have liberal return

policies and in store pick up services to reassure customers.

22

3. DATA ANALYSIS

Age Group

Table 1: Age Group

Frequenc
y Percent
20-25 32 31.7
25-30 42 41.6
31-35 27 26.7
Total 101 100.0

Table: 1 reveals that out of the total 101 respondents’ surveyed, 32 respondents are
under the age group of 20-25, and 42 respondents are in the age group of 25-30. 27
respondents are in the age group of 31-35

AGE

20-25
25-30
31-35

Qualification

24

Table: 2

Frequency Percent
Valid GRADUATES 52 51.5
POST
43 42.6
GRADUATES
DOCTORATE 6 5.9
Total 101 100.0

QUALIFICATION

GRADUATES
POST
GRADUATES
DOCTORATE

Table: 2 reveals that out of the total 101 respondents’ surveyed 52 respondents were
Graduates which is the highest, 43 respondents were Post Graduates, and 6
respondents were Doctorates.
Income

25

Table 3

Frequency Percent
Valid LESS THAN 10000 8 7.9
10000 TO 15000 38 37.6
15000 TO 20000 31 30.7
20000 TO 25000 24 23.8
Total 101 100.0

INCOME

LESS THAN 10000
10000 TO 15000
15000 TO 20000
20000 TO 25000

Table 3 reveals that out of the total 101 respondents’ surveyed, 8 respondents have a
monthly income of less than 10,000, 38 respondents have an income of
10,000-15,000, 31 respondents have 15,000-20,000,and 24 respondents have
20,000-25,000.

26

Make purchase online

Table 5

Frequency Percent
Valid Never 8 7.9
Rarely 38 37.6
Often 31 30.7
Very Often 24 23.8
Total 101 100.0

make purchase online

NEVER
Rarely
Often
Very Often

Table 5 Reveals that out of the total 101 respondents, 8% of respondents never make
online purchases, 38% rarely make purchases online, 30% make purchases often, and
23% make purchases very often.

27

Visit website

Table 6

Frequency Percent
Valid Never 8 7.9
Rarely 38 37.6
Often 31 30.7
Very Often 24 23.8
Total 101 100.0

visit website

NEVER
Rarely
Often
Very Often

Table 6, shows that out of the total 101 respondents, 38% respondents rarely visit
website, 30% visit website often, and 23% visit websites very often.

Website easy to navigate

28

Table 7

Frequency Percent
Never 12 11.9
Rarely 40 39.6
Often 38 37.6
Very Often 11 10.9
Total 101 100.0

website easy to navigate

NEVER
Rarely
Often
Very Often

Table 7 shows that out of the total 101 respondents, 12% never found it easy, 40%
rarely found it easy, 37% often, and 11% often found the website easy to navigate.

Where do you access the web?
Table 8

29

Frequency Percent
Home 35 34.7
Office 29 28.7
Internet Centre 29 28.7
Public Library 8 7.9
Total 101 100.0

where do you access the web

NEVER
Rarely
Often
Very Often

Table 8 shows that out of the total 101 respondents, 35 respondents access the web in
home, 29 respondents access the web in office, 29 respondents access the web in
internet cafes and 8 respondents access the web in public library.

30

Website home page appealing

Table 9

Frequency Percent
Strongly Disagree 8 7.9
Disagree 18 17.8
Neither Disagree nor
23 22.8
Agree
Agree 22 21.8
Strongly Agree 30 29.7
Total 101 100.0

website home page appealing

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

Table 9 shows that out of the total 101 respondents,8 respondents strongly disagree
that the home page is appealing,18 respondents disagree, 23 respondents neither
disagree nor agree, 22 respondents agree and 30 respondents strongly agree.

31

Website is well laid out

Table 10
Frequency Percent
Disagree 9 8.9
Neither Disagree or
29 28.7
Agree
Agree 30 29.7
Total 101 100.0

website is well laid out

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

that the home page is appealing,9 respondents were disagree, 29 respondents neither
disagree nor agree, 30 respondents were agree and 27 respondents were strongly
agree.

32

Website font size, styles are visible and clear

Table 11
Frequency Percent
Disagree 15 14.9
Neither Disagree or
27 26.7
Agree
Agree 30 29.7
Total 101 100.0

website font size ,styles are visible and clear

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree.

33

Content informative
Table 12
Frequency Percent
Disagree 26 25.7
Neither Disagree or
18 17.8
Agree
Agree 24 23.8
Total 101 100.0

website content informative

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

Table 12 shows that out of the total 101 respondents,15 respondents strongly
disagree that the home page is appealing,26 respondents were disagree, 18
respondents neither disagree nor agree, 24 respondents were agree and 18
respondents were strongly agree.
Website has pleasant shopping atmosphere

34

Table 13
Frequency Percent
Disagree 9 8.9
Neither Disagree or
29 28.7
Agree
Agree 30 29.7
Total 101 100.0

website has pleasant shopping atmosphere

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree.

35

Website is easy to navigate

Table 14
Frequency Percent
Disagree 30 29.7
Neither Disagree or
32 31.7
Agree
Agree 18 17.8
Total 101 100.0

website is easy to navigate

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

respondents neither disagree nor agree, 18 respondents were agree and 6 respondents
were strongly agree.

36

Product range good range of products
Table 15
Frequency Percent
Disagree 23 22.8
Neither Disagree or
36 35.6
Agree
Agree 30 29.7
Total 101 100.0

product range good range of products

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

disagree nor agree, 30 respondents were agree and 9 respondents were strongly agree.

37

Choice of products with in each range
Table 16
Frequency Percent
Disagree 32 31.7
Neither Disagree or
30 29.7
Agree
Agree 15 14.9
Total 101 100.0

choice of products with in each range

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree.

38

Products sold are good quality

Table 17
Frequency Percent
Disagree 26 25.7
Neither Disagree or
18 17.8
Agree
Agree 24 23.8
Total 101 100.0

product sold are good quality

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree


39

Product sold are competitively priced
Table 18
Frequency Percent
Disagree 9 8.9
Neither Disagree or
29 28.7
Agree
Agree 30 29.7
Total 101 100.0

product sold are competitively priced

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree.

40

Products are generally available

Table 19
Frequency Percent
Disagree 26 25.7
Neither Disagree or
18 17.8
Agree
Agree 24 23.8
Total 101 100.0

products are generally available

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree


41

There are regular special offers

Table 20
Frequency Percent
Disagree 9 8.9
Neither Disagree or
29 28.7
Agree
Agree 30 29.7
Total 101 100.0

there are regular special offers

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree.

42

Special offers that are available are well advertised

Table 21
Frequency Percent
Disagree 30 29.7
Neither Disagree or
32 31.7
Agree
Agree 18 17.8
Total 101 100.0

special offers that are available are well advertised

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

respondents neither disagree nor agree, 18 respondents were agree and 6 respondents
were strongly agree.
Represents good value for money

43

Table 22
Frequency Percent
Disagree 23 22.8
Neither Disagree or
36 35.6
Agree
Agree 30 29.7
Total 101 100.0

represents good vaue for money

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

disagree nor agree, 30 respondents were agree and 9 respondents were strongly agree.

44

Will refer this site to my friends

Table 23
Frequency Percent
Disagree 19 18.8
Neither Disagree or
23 22.8
Agree
Agree 30 29.7
Total 101 100.0

will refer this site to my friends

Strongly Disagree
Disagree
Neither Disagree
or Agree
Agree
Strongly Agree

agree

45

4. CONCLUSION

4. CONCLUSIONS AND SUGGESTIONS

CONCLUSIONS

46

• It can be concluded that most of the respondents are from the age group of

20-25 and their minimum educational qualification is degree.

• The income levels of most of the respondents are in the range of

10000-150000.

• 38% of the sample rarely make online purchases and they rarely visit the

website rediff.

• 38% of the respondents found the website easy to navigate

• 35 % of the sample accessed the internet from their homes.

• 29% found the website to be strongly appealing.

• 29% of them agree that the website is well laid out.

• 29% of them agree that the website font, styles are visible and clear.

• 25% of them disagree that the content is informative.

• 26% of them strongly agree that the shopping atmosphere is pleasing.

• 35% neither agree nor disagree that the website offers a good range of

products

• 23% agree that the products sold on the website are of high quality

• 23% agree that products are competitively priced and 29% agree they are

generally available.

• 29% agree there are special offers and 31% disagree that they are well

advertised.

47

• 29% agree that the products bought are value for money

• 29% responded they would refer this site to their friends.

SUGGESTIONS

• It is found that only 25% of the sample have a positive perception regarding

the website, efforts have to implemented to increase the awareness of online

shopping among the users. The benefits of online shopping has to be

emphasized.

• Since most of the respondents fall in the age group of 20-25, promotional

campaigns targeted at this age group could yield benefits.

48

6. APPENDIX

APPENDIX A

6.1 QUESIONNAIRE

49

We would be very grateful if you could spend a few minutes completing our survey
so that we can learn from your experiences and ensure that our website, facilities and
service are of the highest standard.

1) How often you make purchases online?
1) Never 2) Rarely 3) Often 4) Very Often
2) How often do you visit our website?
3) Do you find our website easy to navigate?
4) Primarily from where do you access the web?
1) Home 2) Office 3) Internet Centre 4) Public Library

How strongly do you agree or disagree with the following statements related to
Rediff Shopping (http://shopping.rediff.com)
1) Strongly Disagree 2) Disagree 3) Neither Disagree or Agree 4) Agree 5) Strongly
Agree
Our Website
5) The Home Page is appealing 1 2 3 4 5

6) The website is well laid out 1 2 3 4 5

7) The font size, font styles are visible and clear 1 2 3 4 5

8) The Content is informative 1 2 3 4 5

9) The Website has a pleasant shopping atmosphere 1 2 3 4 5

10) The Website is easy to navigate 1 2 3 4 5

Our Product Range

11) There is a good range of products 1 2 3 4 5

12) There is a good choice of products within each range 1 2 3 4 5

14) The products sold are of a good quality 1 2 3 4 5

15) The products sold are competitively priced 1 2 3 4 5

16) Products are generally available 1 2 3 4 5

50

17) There are regular special offers 1 2 3 4 5

18) The special offers that are available are well advertised 1 2 3 4 5

19) The Website represents good value for money 1 2 3 4 5

20) I will refer this site to my friends / relatives 1 2 3 4 5

Demographic Information

1. Gender:

1) Male 2) Female

2. Your age group:

1) 20-25 2) 25-30 3) 30-35 4) 35-40 5) 40-45 6) >45

3. Highest degree attained

1) Graduation 2) Post graduation 3) Doctorate

4. Your monthly Income

1) < 10000 2) 10000-15000 3)15000-20000 4)20000-25000 5)>25000

51

APPENDIX B

6.2 BIBLIOGRAPHY

 MARKETING MANAGEMENT BY PHILIP KOTLAR

 BASIC MARKETING

 WWW.REDIFF.COM

 MARKETING RESEARCH BY AEKAR, KUMAR &
DAY

 MARKETING RESEARCH BY HAIR, BUSH &
ORTINAU

52

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