CUSTOMER PERCEPTION TOWARDS ALIBABA.

COM
FROM B2B CUSTOMER PERSPECTIVE
A Project Report submitted to the SRM University in partial fulfilment of the requirements
for the award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by
L.ANANTH (Reg.No.RA1452001020053)
Under the guidance of
Mr. Vijay Babu (Industry Expert)
Mr. K. Kanan, ASSISTANT PROFESSOR (Internal Guide)
Mr.A.PRAKASH, ASSISTANT ACCOUNTING MANAGER (External Guide)

SRM RAMAPURAM B-SCHOOL

SRM University
Ramapuram Campus, Chennai 89.
May 2016

SRM RAMAPURAM B-SCHOOL

SRM UNIVERSITY
Ramapuram Campus
Certificate
This is to certify that the project

Report entitled CUSTOMER PERCEPTION

TOWARDS ALIBABA.COM FROM B2B CUSTOMER PERSPECTIVE., in partial

fulfilment of the requirements for the award of the Degree of Master of Business
Administration

is

record

of

original

work

undergone

by

L.ANANTH

(Reg.No.RA1452001020053) during the year 2014-2016 of his/her study in SRM

RAMAPURAM B-SCHOOL, SRM University, Ramapuram Campus under my supervision
and the report has not formed the basis for the award of any Degree/Fellowship or other
similar title to any candidate of any University.
Place: Chennai 89
Date:

Signature of Industry Expert

Mr.K.Kanan,

Dr. C. Sundar M.B.A., M.Phil., Ph.D.

Assistant Professor

Professor & Head

SRM University, Ramapuram Campus

SRM RAMAPURAM B-SCHOOL
Chennai 89.

Submitted to SRM RAMAPURAM B-SCHOOL, SRM UNIVERSITY (Ramapuram

Campus) for the examination held on_______________
EXAMINER-1

EXAMINER-2

DECLARATION
I, L.ANANTH, hereby declare that the project Report, entitled CUSTOMER
PERCEPTION

TOWARDS

ALIBABA.COM

FROM

B2B

CUSTOMER

PERSPECTIVE. submitted to the SRM University in partial fulfilment of the

requirements for the award of the Degree of Master of Business Administration is a record of
original work undergone by me during the period 01.4.2016 to 30.4.2016 under the
supervision and guidance of Mr.Vijay Babu (Industry Expert)SRM RAMAPURAM BSCHOOL, SRM University, Ramapuram Campus and it has not formed the basis for the
award of any Degree/Fellowship or other similar title to any candidate of any University.

Place: Chennai 89
Date:

Signature of the Student

ABSTRACT:
This finance project report on working capital management is based on the CUSTOMER
PERCEPTION TOWARDS ALIBABA.COM FROM B2B CUSTOMER PERSPECTIVE
. An insight view of the project will encompass what it is all about, what it aims to achieve,
what is its purpose and scope, the various methods used for collecting data and their sources,
including literature survey done, further specifying the limitations of our study and in the last,
drawing inferences from the learning so far.
Today working capital is considered to be an important tool for progress. Working
capital management techniques are playing significant role in assisting the management for
decision-making. Its effective provision can do much to ensure the success of a business,
while its inefficient management can lead not only to loss of profits but also to the ultimate
down fall of what otherwise might be considered as a promising concern. A study of working
capital is of major importance to internal and external analysis because of its close
relationship with the current day to day operations of a business. CUSTOMER
PERCEPTION TOWARDS ALIBABA.COM FROM B2B CUSTOMER PERSPECTIVE is
found to be very effective. The working capital contains the management of cash,
management of receivables and management of inventory.

ACKNOWLEDGEMENT
I am extremely thankful to our Chancellor, SRM University, for his invaluable
support.I wish to express my profound gratitude to my venerable Chairman, SRM
University, Ramapuram, for kind permission to undergo project work successfully.I express

my heartfelt thanks to our Dean, SRM University, Ramapuram Campus who provided all
facilities for carrying out this project.
I immensely thank our Head of the department, for his valuable suggestions and
guidance for the completion of project work.I express my sincere thanks to the Industry
Expert (Mr. Vijay Babu), (Mr.A.Prakah Asst. Accounting Manager, SSM) and my
Project Guide (Mr.K.Kanan Assistant Professor)for guiding me throughout the work. I
thank God Almighty for showering his perennial blessing on me for giving me the courage to
pursue this project work successfully.

L.Ananth
(Reg.No RA1452001020053)

TABLE OF CONTENTS
CHAPTER

CONTENTS

PAGE NO.

NO.
1.

INTRODUCTION

1.2 INDUSTRY PROFILE

1.3 COMPANY PROFILE

1.4 OBJECTIVES OF THE STUDY

10

1.5 NEED FOR THE STUDY

10

1.6 SCOPE OF THE STUDY

10

REVIEW OF LITERATURE

11

2.1 INTERNET MARKETING

11

2.2 ONLINE ADVERTISING

12

2.3 FACTORS THAT AFFECTING ONLINE

13

CONSUMER BEHAVIOUR
2.4

CUSTOMER

LOYALTY

IN

ONLINE

16

PURCHASE

2.5 CONSUMER BEHAVIOR

16

DATA ANALYSIS AND INTERPRETATION

18

3.1 RESEARCH DESIGN

18

3.2 DATA COLLECTION

18

3.3 RESEARCH APPROACH

19

3.4 SAMPLING DESIGN

20

3.5 TOOLS FOR ANALYSIS

21

3.6 LIMITATIONS OF THE STUDY

21

4.1DATA ANALYSIS & INTERPRETATION

22

4.2 RANK ANALYSIS

44

5.1 FINDINGS OF THE STUDY

46

5.2 SUGGESTION & RECOMMENDATIONS

50

5.3 CONCLUSION

51

BIBLIOGRAPHY

52

ANNEXURE

53

LIST OF TABLES
TABLE NO

TITLE

PAGE NO

AGE OF THE RESPONDENTS

22

GENDER OF THE RESPONDENTS

23

KNOWLEDGE ABOUT ALIBABA.COM

24

25

AWARENESS OF THE SERVICES OF

ALIBABA.COM
MOST PREFERRED SITE OF ALIBABA.COM

USAGE OF ALIBABA.COM WEBSITE

28

INFLUENCING FACTOR FOR CHOOSING

ALIBABA.COM

29

COMPARISON OF ALIBABA.COM SERVICES BY

OTHER COMPANIES

30

DETAILS CONSIDERED AT THE TIME OF

CHOOSING AN INSTITUTION

31

10

SATIAFACTION TOWARDS EXPERT GUIDANCE

33

11

SATIAFACTION ON INFORMATION BY
ALIBABA.COM

34

12

LIKELINESS TO RECOMMEND ALIBABA.COM

TO OTHERS

35

13

TO RATE ALIBABA.COM AT CHENNAI

36

14

EXPECT IMPROVEMENTS IN ALIBABA.COM

SERVICES

37

15

FACTORS AFFECTS DECISION MAKING IN THE

FINAL SELECTION

39

16

REVIEW AFTER SERVICE FOR ALIBABA.COM

41

17

REVIEW AFTER SERVICE FOR ALIBABA.COM

42

18

OVER ALL SATISFACTION LEVEL OF

ALIBABA.COM

43

27

LIST OF CHARTS
TABLE NO

TITLE

PAGE NO

AGE OF THE RESPONDENTS

22

GENDER OF THE RESPONDENTS

23

KNOWLEDGE ABOUT ALIBABA.COM

24

25

AWARENESS OF THE SERVICES OF

ALIBABA.COM
MOST PREFERRED SITE OF ALIBABA.COM

USAGE OF ALIBABA.COM WEBSITE

28

INFLUENCING FACTOR FOR CHOOSING

ALIBABA.COM

29

COMPARISON OF ALIBABA.COM SERVICES BY

OTHER COMPANIES

30

DETAILS CONSIDERED AT THE TIME OF

CHOOSING AN INSTITUTION

31

10

SATIAFACTION TOWARDS EXPERT GUIDANCE

33

11

SATIAFACTION ON INFORMATION BY
ALIBABA.COM

34

12

LIKELINESS TO RECOMMEND ALIBABA.COM

TO OTHERS

35

13

TO RATE ALIBABA.COM AT CHENNAI

36

14

EXPECT IMPROVEMENTS IN ALIBABA.COM

SERVICES

37

15

FACTORS AFFECTS DECISION MAKING IN THE

FINAL SELECTION

39

16

REVIEW AFTER SERVICE FOR ALIBABA.COM

41

17

REVIEW AFTER SERVICE FOR ALIBABA.COM

42

18

OVER ALL SATISFACTION LEVEL OF

ALIBABA.COM

43

27