SUMMER PROJECT REPORT

ON

SOCIAL MEDIA STRATEGIES FOR ONLINE

SHOPPING CART IN INDIA

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD

OF DEGREE

BACHELOR OF BUSINESS ADMINISTRATION(BBA)

Submitted to: Submitted by:

Mr. Davinder Singh Tushar Jain

(ASSISTANT PROFESSOR ) ROLL NO. 1525354

RBIM

RAYAT BAHRA INSTITUTE OF MANAGEMENT

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 DECLARATION BY THE STUDENT

I, hereby declare that the project report titled “Social Media Strategies for Online Shopping Cart
in India” is my own original research work carried out under the supervision of Mr. Rohit
Kumar (SEO DEVELOPER) and this report has not been submitted to any University/ Institute
for the award of any professional degree or diploma.

UNIVERSITY ROLL NO. SIGNATURE:

1525354

Date:

Place:

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 Acknowledgement

Words would be insufficient to convey my deep sense of gratitude to all those who have helped
me in completing summer project report. Best of my ability being a part of this project has
certainly been an extraordinary experience on my part.

I express my sincere gratitude to Mrs. Rajni Wadhwa Bedi (HR Executive) and Mr.
Rohit Kumar(SEO Developer)ThinkNEXT TechnologiesPvt.Ltd. for his guidance during my
project training and Mr. Davinder Singh(Assistant Professor),RBIM for providing me an
opportunity to work on this project. I am very grateful for their constant support and guidance of
Mr. Rohit Kumar throughout the duration of the entire project. Lastly, I thank my family
members and friends for their constant support in my endeavour.

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TABLE OF CONTENTS

Title Page No

Title Page 1

Certificate

Declaration 2

Acknowledgements 3

CH-1 INDUSTRY PROFILE 6-13

 Historical Evolution 7-8

 Services 9-12

 Achievements 13

CH-2 Company Profile 14-23

 Flipkart History 15-17

 Organization Structure 18

 Product Description 19-23

CH-3 Research Methodology 24-39

 Literature review 25-26

 Need of the study 27-35

 Objective of this study 36

 Research Design 36-38

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  Limitation of the study

CH-4 Data Analysis & Interpretation 40-55

CH-5 Findings & Conclusion 56-58

CH-6 Recommendation 59-60

 Bibliography 61-62

 Questionnaire 63-69

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6
 1.1 COMPANY PROFILE

ThinkNEXT Technologies Private Limited (Formerly Brilliant Software Solutions) is an ISO

9001:2008 certified software development company founded in August 2009 and it is approved
from Ministry of Corporate Affairs which deals in University/College/School ERP Solutions,
Android /iPhone Applications development, Web designing, Web development, Discount Deals
(www.thinknextcard.com, www.tricitydeal.com), Bulk SMS, Voice SMS, Bulk Email, Biometric
Time Attendance, Access Control, SEO/SMO, Database Solutions, Payment Gateway
Integration, E-Mail Integration, Industrial Training, Corporate Training and Placements etc.
Think NEXT Technologies provides software solutions using latest technologies e.g. Smart
Card, NFC, Biometrics, GPS, Barcode, RFID, SMS, Auto SMS (Short code), Android, iPhone,
Web, Windows and Mobile based technologies.

ThinkNEXT has wide expertise in .NET, Crystal Reports, Java, PHP, Android, iPhone,
Databases (Oracle and SQL Server), Web Designing, Networking, Web Server configurations,
various RAID Levels etc.

ThinkNEXT Technologies has also setup its offices in USA, Delhi, Shimla and Bathinda for its
software support. ThinkNEXT has its own multiple Smart Card printing, encoding and barcode
label printing machines to provide better and effective customer support solutions.

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ThinkNEXT has also setup its own placement consultancy and is having numerous placement
partner companies to provide best possible placements in IT industry.

Think NEXT Technologies has developed for the first time in northern region cloud computing
based Cloud Campus 4.0 to facilitate knowledge and placement centric services. It is a unique
concept for effective and collaborative learning.

1. ThinkNEXT deals exclusively in campus automation through Smart Campus ERP

Solutions. Therefore we have better experience in handling large group of institutions
through proper time-tested policies and procedures.
2. First Company of India who has Launched NFC Technology (The Future) for Smart
Campuses through NFC Smart Cards.
3. First Company of India who has launched Android Version of Smart Campus ERP
Solutions for Mobiles and Tablet PCs.
4. First company of India who has developed SMS Opt-In Technology so that
Institutes/Colleges can send Transactional SMS with SMS Sender ID and without SMS
Template approval.
5. First company of Punjab, Haryana, Himachal, J&K (Northern region) who launched
Smart Cards (Contact Type), Smart Cards (Contactless) in Punjab for campus
automation.
6. First company of India which has launched its Think NEXT Smart Card as Discount Card
in more than 120 enterprises.
7. Established own multiple Smart Card Designing, Smart Card Printing, Smart Card
Lamination and Oyster Barcode Printing Units.
8. Multiple SMS Gateway Support.

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1.2 SERVICES:

We provide Software Solutions using latest technologies or features:

NFC
Biometrics (Fingerprint with Automated Online)
Smart Card
Barcode
RFID
SMS
Short code 56767 (Auto SMS)
Android
ions (phone)
GPS
WAP (For WAP Enabled Mobile Phones)
Multiple SMS Gateway Support
Web based Technologies (365x24x7 services)
Windows based Technologies
Mobile based Technologies
Webcam support for various operations
Parallel Internet, Intranet and Wi-Fi Support

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 1.3 Vision:

Technologies Pvt. Ltd. are already very flexible and scalable. Still, we always take care of specific requirements of
our clients. Our highly committed R&D team makes our software feature rich, dynamic and future
tuned everyday so that our clients always maintain the lead over their competitors. The
development of the software is being done and the purpose full customization of the package is
carried out in the ThinkNEXT lab.

1.4 Mission:

ThinkNEXT is pioneer in Smart Campus ERP Solutions for Universities/Colleges/Schools using

latest technologies and features. We provide software solutions using .NET, PHP, Android,
iphone, Java technologies with three tier-architecture support. We provide back-end solutions
using MS SQL Server, Oracle, and MySQL.

1.5 Quality Policy:

We have wide experience working with eminent Educationists, Managements, Directors,

Principals, Head of Departments, other Staff Members, Parents and students. Therefore we do not
sell only software Modules but an innovative system which has more importance than just ERP
software modules. Today Smart Campus solutions are a need of hour for every University/Group
of Colleges or an Institution to make edge over others and maintain a lead over their competitors.
Our Research and Development team is committed to make your institute(s) to maintain lead over
their competitors.

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1.6 More Services:

o ThinkNEXT offers various industry-ready programs so that student needs not to

struggle for jobs. ThinkNEXT offers 6 weeks/2 Months/6 Months training
programs to make students industry.

o ThinkNEXT is pioneer in providing best placements in Industry. We offer

minimum five job interviews for each student and provide 100% Placement
Assistance.

o ThinkNEXT Offers Life-Time Validity Learning and Placement Card. Students

undergoing six months training will have advantage to learn free of cost anything
against that training program for life-time.

o ThinkNEXT offers Part-Time/Full Time Job Offer for each student during
training so that students can earn while they learn. Student can bear their food,
accommodation and other expenses on.

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1.7 MANAGEMENT OF ThinkNEXT Technologies PVT.LTD.

BOARD OF DIRECTOR

 Sunil Jindal
 Munish Mittal
 Ghansham Das
 Vikas Gupta

MANAGING DIRECTOR

 Sunil Jindal

MARKETING HEAD

 Munish Mittal

IT HEAD

 Mukesh Kumar

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1.8 Achievements

 Get Training under an ISO 9001:2008 Certified Company.

 Accredited Training Partner of National Institute of Electronics and Information
Technology, Department of Electronics and Information Technology, Ministry of
Communications Information Technology.
 Approved from Ministry of Corporate Affairs, Govt. of India. Corporate Identity No.
U72200PB2011PTCO35677
 Accredited Training Partner of ISTQB (International Software Testing Qualifications
Board).
 Member of CII (Confederation of Indian Industry) Membership No. N5238P.
 Industrial Training from Software/Electronics and CAD/CAM Systems development
Company (MNC) not just from a Training Institute

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 2. COMPANY PROFILE

2.1 FLIPKART (HISTORY)

Flipkart is an e-commerce company founded in 2007 by Sachin Bansal andBinny Bansal. The
company is registered in Singapore, but has its Headquarters in Bangalore, Karnataka,
India. Flipkart has launched its own product range under the name "DigiFlip" with
products including tablets, USBs and laptop bags.

Flipkart's last fundraising round in May 2015 had pegged its valuation at $15 billion. In
May 2016, Morgan Stanley lowered Flipkart's valuation at $9.39 billion.

Flipkart (Company) was founded in 2007 by Sachin Bansal and Binny Bansal, both alumni of
the Indian Institute of Technology Delhi. They worked for Amazon.com and left to
create their new company incorporated in October 2007 as Flipkart Online Services Pvt.
Ltd. The first product they sold was The bookLeaving Microsoft toChange the World to
a customer from Hyderabad. Flipkart now employs more than 33,000 people.

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Flipkart allows payment methods such as cash on delivery, credit or debit cardTransactions, net
banking, e-gift voucher and card swipe on delivery.

After failure of its 2014 Big Billion Sale, Flipkart recently completed the Second edition
of Big Billion Sale held between October 13 and 17 where It is reported that they saw a
business turnover of 300 million in gross merchandise volume.

In a report dated November 25, 2014, a leading media outlet reported that Flipkart Were
operating through a complex business structure which included nine firms, some
registered in Singapore and some in India. In 2012 Flipkart co-founders sold WS Retail
to a consortium of investors led by Rajeev Kuchhal.

Initially, they had spent ₹ 400,000 only for making website to set up the business.
Flipkart has later raised funding from venture capital funds Accel India (US$1 million
in 2009)and Tiger Global (US$10 million in 2010 and US$20 million in June 2011). On
24 August 2012, Flipkart announced the completion of its 4th round of $150 million
funding from MIH (part of Naspers Group) and ICONIQ Capital. The company
announced, on 10 July 2013, that it has raised an additional $200 million from existing
investors including Tiger Global, Naspers, Accel Partners and Iconiq Capital.

Flipkart's reported sales were ₹ 40 million in FY 2008–2009,₹ 200 million in FY 2009–

2010and ₹ 750 million for FY 2010–2011. In FY 2011–2012, Flipkart is set to cross the
₹ 5 billion (US$100 million) mark as Internet usage in the country increases and people
get accustomed to making purchases online. Flipkart projects its sales to reach ₹ 10
billion by year 2014. On average, Flipkart sells nearly 10 products per minuteand is
aiming at generating a revenue of ₹ 50 billion (US$0.81 billion) by 2015.

On November 2012, Flipkart became one of the companies being probed for alleged
violations of FDI regulations of the Foreign Exchange Management Act, 1999

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Flipkart reported a loss of ₹ 281 crore for the FY 2012-13. In July 2013, Flipkart
raised USD 160 million from private equity investors. On 6 October 2014,
Flipkart sold products worth INR 650Crore in 10 hours in a special one-day event
- "The Big Billion Day", claiming they had created e-commerce history, but their
hard-won reputation for good customer service suffered because of technical
problems, and angry reactions on social media from buyers disappointed with the
pricing and availability of products. It claimed to sell a whopping 5 lakh mobile
handsets, five-lakh clothes and shoes and 25,000 television sets within hours of
opening its discounted sale at 8 AM.

In December 2014, after it received $700 million from another funding, Flipkart had a
market cap of $11 billion or Rs.66000 crore. In May 2015 Flipkart has raised $550
million from some of its existing investors, in a deal that raises the valuation of the
privately held Indian startup to about $15 billion or Rs. 90,000 crore.

By August 2015, after raising $700 million, Flipkart had already raised a total of $3
billion, over 12 rounds and 16 investors.

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2.2 ORGANISATION STRUCTURE

Type Private

Founded 2007

Headquarters Bangalore, Karnataka, India

Sachin Bansal
Founder(s)
Binny Bansal

Sachin Bansal (Chairman)

Key people
Binny Bansal (CEO)

Industry Internet

E-commerce
Services
(Online shopping)

Revenue ₹2,846 crore FY2014 (US$ 1 billion in gross merchandise value 2013-14)

Employees 33,000 (2015)

Subsidiaries Myntra

Ab Har Wish Hogi Poori

Slogan(s)
Every Wish gets Fulfilled now!

Website Flipkart.com

Alexa rank 96 (April 2016)

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2.3 PRODUCT DESCRIPTION

Motorola Mobility, previously owned by Google but then sold to Lenovo, in an

exclusive tie up with Flipkart launched its budget smartphone Moto G in India on 5
February 2014; more than 20,000 units were sold within hours of launch on Flipkart.
After this Flipkart was looking for a long term tie up with Motorola Mobility, They also
launched their Android smartphone, the Moto X, on 19 March 2014. Flipkart later sold
the Moto E, cheaper than Moto G, from 13 May 2014.

The sale of high-end smartphone Xiaomi Mi3 produced by Xiaomi Tech was
launched in India on an exclusive tie-up with Flipkart. The first batch was sold out
within 39 minutes on 22 July 2014, the second in 5 seconds on 29 July 2014. The
sale was proceeded on pre-registration mode where more than 150,000 buyers
booked for the 5 August 2014 sale. This got sold off in less

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than 2 seconds. Following this Xiaomi Tech sold 20,000 units in the next sale on
12 August 2014. On 2 September 2014 Flipkart held a flash sale of the Xiaomi
Redmi 1S budget Android smartphone which was launched in India in July 2014.
40, 000 units priced at Rs 5999 each were sold within seconds. A further 40,000
units were sold within 4.5 seconds on Sept 9, 2014. The third Redmi 1S sale on
Sept 16, 2014 sold 40,000 units in 3.4 seconds; In the 4th round of sale of Redmi
1S, 60,000 units sold in 5.2 seconds on Sept 23, 2014. On 30 September 2014
60,000 units sold in 13.9 seconds. Redmi Note in India exclusively through
Flipkart; 50,000 units sold in 6 seconds on 2 December 2014.

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HOUSEHOLD PRODUCTS OF FLIPKARTS

In July 2014 Flipkart launched its own set of tablet, mobile phones & Phablet. The first
among these series of tablet phones was Digiflip Pro XT 712 Tablet.

In July 2014 Flipkart launched its first networking router, under its own brand name
named DigiFlip WR001 300 Mbit/s Wireless N Router.

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 In September 2014 Flipkart launched its in-house home appliances and personal
healthcare brand Citron. The label includes a wide range of cooking utilities and
grooming products.

Conclusion
To begin with, as a part of the curriculum a summer internship programme was to be
conducted for a period of six weeks. Given a choice one was allowed to choose the field
in which i was interested as my interest in curiosity was in Online Marketing, I choose to
work with a start-up company named ThinkNEXT Technologies Pvt. Ltd. ThinkNEXT
Technologies Pvt. Ltd. Is 9 years old Mohali based IT Software Company providing
business centric strategic solutions to the companies. I choose the start-up company
because with start I can explore myself and why Online Marketing? Because it is
booming industry, the growth of Online Marketing is tremendous and expected to grow
more.

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Due to this summer internship, I learned every aspect of Online Shopping. The company
asked me to do their competitive research and to analyse that is Online Shopping
beneficial for the customers? With the help of research we got a flow of what are the
major criteria’s we need to have. We had to identify various sectors in the market that
actually have a need of Online Shopping services. And then your task is to approach them
before your competitors.

Start-up companies follow stand process of approaching clients. There are certain steps
which cannot be skipped or altered. They are followed in sequences and executed,
interconnected and with a team only one campaign can get ready.

An extensive literature review is done on the concept and theories related to “Social
Media Strategies for Online Shopping Cart”. A review of research papers, articles is
undertaken to take note of acknowledges work that has been done in field of Online
Shopping Cart as such. The researcher has collected secondary data from reputed
journals, magazines, newspapers, articles and reputed websites.

Our mentors suggested to take an example of “FLIPKART” company that is doing

Online Sales providing them free delivery services so as the same way ThinkNEXT is
doing its doing advertisement and selling their software. They are making software for
many companies and selling to them. So they are providing online courses to the students
and they are taking benefit of it. From online point of view either it is selling a product or
advertising it is very helpful for everyone.

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24
 RESEARCH METHODOLOGY

The research methodology defines what the activity of research is, how to proceed, how
to measure progress, and what constitutes success. It provides us an advancement of
wealth of human knowledge, tools of the trade to carry out research, tools to look at
things in life objectively; develops a critical and scientific attitude, disciplined thinking
to observe objectively (scientific deduction and inductive thinking); skills of research
particularly in the ‘age of information’.

3.1LITERATURE REVIEW
The current literature on consumer online purchasing decisions has mainly concentrated
on identifying the factors, which affect the willingness of consumers to engage in
Internet shopping. In the domain of consumer behaviour research, there are general
models of buying behaviour that depict the process which consumers use in making a
purchase decision. These models are very important to marketers as they have the
ability to explain and predict consumers‘ purchase behaviour. The classic consumer
purchasing decision-making theory can be characterized as a range extending from
routine problem-solving behaviours, through to limited problem solving behaviours and
then towards extensive problem-solving behaviours. The traditional framework for
analysis of the buyer decision process is a five-step model. Given the model, the
consumer progresses firstly from a state of felt deprivation (problem recognition), to the
search for information on problem solutions. The information gathered provides the
basis for the evaluation of alternatives. Finally, post-purchase behaviours critical in the
marketing perspective, as it eventually affects consumers‘perception of
satisfaction/dissatisfaction with the product/service. This classic five-stage model
comprises the essence of consumer behaviour under most contexts.

Nevertheless, the management of marketing issues at each stage in the virtual

environment has to be resolved by individual E-marketers. It is an early stage in Internet

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development in terms of building an appropriate dedicated model of consumer buying
behaviour. Decision sequences will be influenced by the starting point of the consumer,
the relevant market structures and the characteristics of the product in question.
Consumers' attitude towards online shopping is a prominent factor affecting actual
buying behaviour.

There are several indicators, belonging to four major categories; the value of the
product, the shopping experience, the quality of service offered by the website and the
risk perceptions of Internet retail shopping. There are some nine factors associated with
users' perception of online shopping. Among those factors the risk perception of users
was demonstrated to be the main discriminator between people buying online and
people not buying online. Other discriminating factors were;control over, and
convenience of, the shopping process, affordability of products, customer service and
ease of use of the shopping site. Experts tested a model of consumer attitude towards
specific web base stores, in which perceptions of the store's reputation and size were
assumed to affect consumer trust of the retailer. The level of trust was positively related
to the attitude toward the store, and inversely related to the perception of the risks
involved in buying from that store.

Researchers concluded that the attitude and the risk perception affected the consumer's
intention to buy from the store. Consumer risk perceptions and concerns regarding
online shopping are mainly related to aspects involving the privacy and security of
personal information, the security of online transaction systems and the uncertainty of
product quality. It is found that trust is interwoven with risk.

One of the consequences of trust is that it reduces the consumer‘s perception of risk
associated with opportunistic behaviour by the seller. Lack of trust is frequently
reported as the reason for consumers not purchasing from Internet shops, as trust is
regarded as an important factor under conditions of uncertainty and risk in traditional
theories.

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3.2 NEED OF THE STUDY

ONLINE SHOPPING CART

In online marketing, a shopping cart is a piece of e-commerce software on a webserver
that allows visitors to an Internet site to select items for eventual purchase, analogous to
the American English term "shopping cart." In British English, itis generally known as a
shopping basket, almost exclusively shortened onwebsites to "basket."

The software allows online shopping customers to accumulate a list of items

forpurchase, described metaphorically as “placing items in the shopping cart” or“add to
cart.” Upon checkout, the software typically calculates a total for theorder, including
shipping and handling (i.e., postage and packing) charges and theassociated taxes, as
applicable.

TECHNICAL DEFINATIONS

These applications typically provide a means of capturing a client's payment

information, but in the case of a credit card they rely on the software module of
the secure gateway provider, in conjunction with the secure payment gateway,in
order to conduct secure credit card transactions online.

Some setup must be done in the HTML code of the website, and the shopping cart
software must be installed on the server which hosts the site, or on the secure server
which accepts sensitive ordering information. E-shopping carts are usually implemented
using HTTP cookies or query strings. In most server based implementations however,
data related to the shopping cart is kept in the session object and is accessed and
manipulated on the fly, as the user selects different items from the cart. Later at the
process of finalizing the transaction, the information is accessed and an order is
generated against the selected item thus clearing the shopping cart.
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COMPONENTS OF ONLINE SHOPPING CART

Storefront: the area of the Web store that is accessed by visitors to the online
shop.Category product and other pages (e.g., search, bestsellers, etc.) are dynamically
generated by the software based on the information saved in the store database. The
look of the storefront can normally be changed by the store owner so that it merges with
the rest of the web site.

Administration: the area of the Web store that is accessed by the merchant to
manage the online shop. The amount of store management features changes depending
on the sophistication of the shopping cart software chosen by the merchant, but in
general a store manager is able to add and edit products, categories, discounts, shipping
and payment settings, etc. Order management features are also included in many
shopping cart programs.

BENEFITS OF ONLINE SHOPPING

(1)Convenience and Safety:

This is by far the most important reason of having a shopping cart installed in your
Online Store. This makes the handling of Payment Processes and transactions a lot
easier. In the absence of an E-shopping cart, the customers wouldn’t have a place to
store and manage multiple items andwould have to order separately for every item they
wish to buy, which only means repeating the tedious buying process twice, thrice, or
sometimes even more.

(2)Data Management - One Stop shop!

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 The main purpose of this Online shopping Cart is that it provides the Customers to
calculate easily what all they purchase whether it is goods or services. An Online
Shopping Cart contains not only Products but also Customer Data. Also Features such
as Credit Card Processing, Customer Order History and Product Managements can also
be used.

(3)Showcase Products - Online Shopping Window!

It gives the customers an instant access to the product details and the best offers that are
available at the moment. As the market is constantly evolving, the Online shopping Cart
gives the option of being flexible according to the demand of the customers. A good
shopping cart caters for the personal needs of the customers improves the site’s usability
and makes online shopping a pleasant experience for the customers.

(4)Easy Checkout Features- No Waiting in the Queue!

There is No Waiting/ Stalling or Bargaining required!There is absolutely No Worry of

the security in the payment modes because it is a lot safer with the help of an Online
Shopping Cart you will be able to get whatever you desire in the easiest and the cheaper
way. Paying is easy with shopping cart. Customers don't need to pay for every single
item they select; in fact the cart easily calculates the amount for all the selected items
and creates an automatic order for them.

TECHNIQUES TO IMPROVE SALES IN ONLINE SHOPPING CART

1. Use High Quality Product Images

Unlike in offline stores where customers can see the products they want to purchase
from various angles, ecommerce businesses rely on photos to showcase their products.
Online consumers are visual in nature and high-res photos will go a long way in
boosting conversions.
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 Below are the best practices for using images on your ecommerce site:

 Take photos of the product from various angles

 Use a good quality camera to get sharp photos

 Cut out the background or other assets not related to the photo. The focus of your
photo should be on the product.

 Enable product photo zooming on your site

Ties.com is a good example of an ecommerce site that uses high quality photos.

2. Use Product Videos

Having videos is even better than images. Some consumers are wary of product photos
that are enhanced. With video, you take product experience to the next level. Granted, it
can be expensive to do videos for all the products you have. The situation is even more
complicated if you drop-ship or buy products from wholesalers after your customers
make an order.

Regardless, try to incorporate a few videos on different product sections and see if there
will be an improvement in your conversions.

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3. Have Great Product Copy
Your product description should give the features and benefits of the product youare
selling. Avoid using the product descriptions provided by the manufacturers.The
descriptions are usually not tailored for customers and since many merchants use them,
can make your website have duplicate content and this can affect the site’s rankings on
search engines.

Great copy should convince the customer to purchase a product. It should indicate how
consumers will benefit from the product and why they should buy it right there. Ensure
your copy covers all angles about the product such that the consumer will not have to
leave your store to search for more information elsewhere.

Apple does it really well.

4. Enable Product Customization

If you can, make it possible for customers to customize their products. Customization
brings a sense of ownership and is fun. Moreover, it can also generate more revenues to
your business. Customization can be enabled for simple features like product color and
size or more complicated ones like type of video graphics card if the product is a
computer.

If you are thinking that customization will be an unnecessary addition to your

ecommerce conversions, you can learn from Gemvara, which is making a killing by
enabling women to customize jewellery.

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5. Offer Sales and Specials
People turn to online shopping not only because it is convenient, but also because they
expect items to be cheaper there. Most customers look for sales and offers at
ecommerce websites. The rise of group buying websites like Groupon and itsclones
have made consumers get back to the roots of online shopping where getting items at
discount prices is a high priority. Have a sale and specials channels on your website to
increase your conversions.

Your sales and specials channel should be active especially during the weekends and
holidays. Understand your customers’ shopping habits and give them a special sale day
to improve your revenues.

6. Reduce Cart Abandonment

One of the biggest headaches that online shop owners have to deal with is shopping cart
abandonment. This is a situation whereby a customer that had put some products in the

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 shopping cart fails to go through the entire checkout process or cancels the order during
the checkout process.

Today’s online consumer is more informed and savvy and is likely to do comparison
shopping before checking out. To reduce shopping cart abandonment,address things like
slow website load speed, high product prices, shipping charges and lack on online live
chat support.

You can also use services like Upsellit to trigger chats (automated agents) on your cart,
run email campaigns, survey why they left the cart, etc.

7. Offer Multiple Payment Options

Consumers may prefer different payment methods from the primary one you have on
your website. Offering different payment options will improve your conversions by
reducing the number of lost sales. Most visitors who come to shop at your store for the
first time may not prefer to use their credit cards due to credit card fraud.

Have a variety of payment options for your customers to use. On the minimum, ensure
you support the major payment methods like PayPal or the new entrants disrupting the
payments space. If you are targeting customers from a particular geographic region, find
out the method of payment that the market is used to and implement it on your website.

If you run a store and you sell products as subscriptions, I would recommend to get a
billing system in place which plugs into the payment gateways. Building or Buying, its
your choice.

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8. Offer Free Shipping
If you are not offering free shipping, you are losing customers. According to an article
by TechCrunch, half of all merchants offer free shipping.

This has made most online customers expect not to pay for shipping in one way or the
other. Some merchants’ offer unconditional free shipping while with others, customers
have to purchase items of a certain value to qualify for free shipping.

Consumers are always looking for a way to save and offering free shipping will help to
drive up conversions. A study by Compete.com showed that 93 percent of customers
would purchase more if the merchant offered free shipping.

9. Address Uncertainty
Clearly indicate what your customers can or cannot do after purchase. Customers
usually want to know when they will get the items they order, whether the items will be
the same as those depicted in the photos, what happens in case they are not satisfied
with the items, etc.

Address the most common questions or doubts that consumers may have about your
product or company on a special page on your website or on the product pages.

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 Amazon does an excellent job of estimating the date of delivery of your order and also
clear instructions on what you can do with your order.

10. Offer Live Chat Support

Live chat is a small thing but is known to boost conversions. If your brand is new or not
well known, live chat will even be more important to you. Consumers are well aware of
online scams and want to be sure they are dealing with a real and legitimate company.
Chatting with your customers through live chat can put them at ease on transacting at
your website.

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3.3 OBJECTIVE OF THE STUDY

1. To understand consumer’s preference towards online shopping cart through market

research.
2. To identify and understand the consumer base of Flipkart.
3. To know about the brand awareness in the consumer of different products of
Flipkart.
4. To understand the online shopping cart of Flipkart.
5. To find out the tools to improve the sales of Flipkart.

3.4RESEARCH DESIGN

POPULATION-

A POPULATION is a summation of all the organisms of the same group or species,

which live in a particular geographical area and have the capabilities of interbreeding.

SAMPLE-

A sample is a set of individuals (a sample) chosen from a larger set a population. Each
individual is chosen randomly and entirely by chance, such that each individual has the
same probability of being chosen at any stage during the sampling process.

SAMPLE SIZE-

The sample size that was taken into consideration was 32 employees.These prospects
were randomly selected from the sample area and were asked to fill questionnaire.

36
SAMPLING TECHNIQUE-

A simple random sample is a set of individuals (a sample) chosen from a larger set
a population. Each individual is chosen randomly and entirely by chance, such that each
individual has the same probability of being chosen at any stage during the sampling.

The sample size that was taken into consideration was 32 Applicants .These prospects
were randomly selected from the sample area and were asked to fill questionnaire.

The Sample area that has been selected for conducting the research was Mohali. The
sample size was taken randomly from all parts of Mohali region. The questionnaire are
being distributed to the various prospects in the sample area the prospects involved are
doctors, college students ,lawyers, employees ,teachers etc.

SAMPLING UNIT-

In a multi stage sample , the sampling unit could be blocks , households and individuals
within the households .Sampling frame is the actual list of sampling units from which
the sample or some stage of the sample is selected. It is simply a list of the study
population.

DATA COLLECTION-

The report is based on primary as well as secondary data, however primary data
collection is given more importance since it is overhearing factor in attitude studies.
Research is being done by primary data collection and primary data collection is being
done by interacting with various people. The secondary data has been collected through
various journals and websites.

37
Primary data:

Primary data refers to information that is generated to meet the specific requirement of
the investigation at hand. The primary data will be collected through the questionnaire
from the employees of ThinkNEXT Technologies PVT. LTD

Secondary data:

Secondary data is information that is collected for the purpose other than to solve the
specific problem under investigation. The secondary sources of data collection were
information obtained from books, magazines, websites and articles on the topic etc. In
the study, the researcher would use the secondary data to supplement the primary data.

TECHINIQUES OF ANALYSIS -

The tools that were used for analysing the data that have been collected through the
questionnaire and other sources are as follows:

1. Pie chart

2. Bar diagram

3. Column chart

DURATION OF THE STUDY:

The project was a detailed study on the topic “Social Media Strategies for Online
Shopping Cart in India” was successfully completed within the time period of six weeks
with the guidance and support from the project guide.

38
3.9 LIMITATIONS OF THE STUDY

1. Flipkart has just been for nine years in publication.

2. From the survey it has come out that the Quality of picture of their products is not
good.

3. Even delivery on time, coverage and genuine price has not been considered up to the
mark.

4. Its sales are mainly based on online sale of the products.

5. It basically main focus to sale out electronic items not more other items.

39
40
DATA AND RESEARCH ANALYSIS& INTERPRETATION

Ques. 1 How many customers prefer online shopping in India?

ONLINE SHOPPING RESPONDENTS

MALE 63%

FEMALE 37%

0% 0%

FEMALE
37%

MALE
63%

From the analysis of 32 respondents 63% of Male used online shopping and 37% of Female used
online shopping.

41
Ques. 2 Which particular online shopping site is used by the customers?

ONLINE SHOPPING SITES SHARE

FLIPKART 42%

EBAY 31%

SNAPDEAL 12%

MYNTRA 7%

KOOVS 5%

JABONG 3%

3%
5%
7%
42% FLIPKART
12%
EBAY
SNAPDEAL
MYNTRA
31% KOOVS
JABONG

From the above data we can say that from 32 respondents 42% are of Flipkart, 31% of EBay,
12% of Snapdeal, 7% of Myntra, 5% of Koovs and 3% of Jabong.

42
Ques. 3 Which top product categories are purchased by the customers from online
shopping?

TOP PRODUCT CATERGORIES RESPONDENTS

ELECTRONICS 34%

APPARELS AND ACCESSORIES 30%

BOOKS 15%

BEAUTY AND PERSONAL CARE 10%

HOME AND FURNISHING 6%

HEALTHCARE 3%

BABY PRODUCTS 2%

3% 2%
ELECTRONICS
6% APPARELS AND ACCESSORIES
10% 34% BOOKS
BEAUTY AND PERSONAL CARE
15%
HOME AND FURNISHING
HEALTHCARE
30%
BABY PRODUCTS

From the analysis of 32 respondents it can be determined that 34% of Electronics, 30% of
Apparels and Accessories, 15% of Books, 10% of Beauty and Personal care products, 6% of
Home and Furnishing, 3% of Healthcare products and 2% of Baby products is purchased.

43
Ques. 4 What are the Mode of Payment of online shopping in India?

MODE OF PAYMENTS RESPONDENTS

CASH ON DELIVERY 55%

CREDIT CARDS 27%

DEBIT CARDS 10%

ONLINE BANK TRANSFER 8%

60%

50%

40%

30%

20%

10%

0%
CASH ON DELIVERY CREDIT CARDS DEBIT CARDS ONLINE BANK
TRANSFER

From the analysis of 32 respondents it can be determined that 55% of online shopping is paid by
Cash on Delivery, 27% are done by Credit Cards, 10% are done by Debit Cards and 8% are done
by Online Bank Transfer.

44
Ques.5How many customers are in the habit of using internet?

INTERNET CONNECTIONS RESPONDENTS

YES 82%

NO 18%

120

100

80

60

40

20
82% 18%
0

YES NO

From the analysis of 32 respondents it can be determined that 82% have internet connection and
18% don’t have internet connection.

45
Ques.6What is major concern of using internet from the below mentioned options?

INTERNET USAGE RESPONDENTS

ONLINE SHOPPING 30%

READING ARTICLES 17%

READING NEWS 40%

READING MAGAZINE 13%

40%

35%

30%

25%

20%

15%

10%

5%

0%
ONLINE SHOPPING READING ARTICLES READING NEWS READING
MAGAZINE

From the analysis of 32 respondents it can be determined that 30% done Online Shopping, 17%
Reading Articles, 40% done Reading News and 13% done Reading Magazines on internet.

46
Ques. 7 What kind of device or system did our respondents use to shop online?

DEVICE RESPONDENTS

DESKTOP(PC) 34%

LAPTOP 45%

SMATPHONE 11%

TABLET 10%

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
DESKTOP(PC) LAPTOP SMARTPHONE TABLET

From the analysis of 32 respondents it can be determined that 34% of Desktop (PC), 45% of
Laptop, 11% of Smartphone and 10% of Tablet is used for online shopping.

47
Ques. 8What motivates customers to buy online from a specific site?

FACTORS RESPONDENTS
EASE OF PURCHASE 14%

DISCOUNTED PRICE 26%

GIFTS 43%
SUGGESTED BY FRIENDS 7%

OTHERS 10%

EASE OF
SUGGESTED BY PURCHASE, 14%
FRIENDS, 7% OTHERS,
10%

DISCOUNTED
PRICE, 26%

GIFTS, 43%

From the survey of 32 respondents the factors that motivated customers to buy online from a
specific site is 43% got motivated due to gifts with them, 26% got motivated due to discounts
they were getting, 14% due to ease of purchase, 7% were motivated by their friends and 10% due
to other factors.

48
Ques. 9 What are the ways of reaching the shopping websites?

WAYS RESPONDENTS
FROM RECOMMENDATION OF A 28%
FRIEND

FROM ADVERTISING IN PRESS AND 17%

MEDIA

FROM SEARCH ENGINES 25%

FROM LINKS 23%

FROM COMPUTER MAGAZINES 7%

FROM COMPUTER MAGAZINES

FROM LINKS

FROM SEARCH ENGINES

FROM ADVERTISING IN PRESS AND MEDIA

FROM RECOMMENDATION OF A FRIEND

0% 5% 10% 15% 20% 25% 30%

From the analysis of 32 respondents it can be determined that customer reach shopping websites
From Recommendation of a Friends is 28%, From Advertising in Press and Media is 17%, From
Search Engines is 25%, From Links is 23% and From Computer Magazines is 7%

49
Ques. 10 What are the parameters to impress the customers to do online shopping?

PARAMETERS PERCENTAGE
UTILITY 64%

BRAND VALUE 80%

ATTRACTIVENESS 55%

PRICE 48%

OTHERS 20%

80%
70%
60%
50%
40%
30%
20%
10%
0%

From the Analysis to evaluate parameters, 80% prefer Brand Value, 64% prefer the Utility of the
Product, 55% prefer Attractiveness, 48% go for the Price and 20% went for Other Parameters.

50
Ques. 11 Analysis of Flipkart on the basis of attributes?

ATTRIBUTES PERCENTAGE
MAXIMUM RETAIL PRICE 45%

SELLING PRICE 32%

LOCAL SHIPPING CHARGE 55%

ZONAL SHIPPING CHARGE 38%

NATIONAL SHIPPING CHARGE 21%

NATIONAL
SHIPPING CHARGE
11%
MAXIMUM
ZONAL SHIPPING RETAIL PRICE
CHARGE 23%
20%
SELLING PRICE
17%
LOCAL SHIPPING
CHARGE
29%

From the analysis of 32 respondents it can be determined that the analysis of attributes of
Flipkart is 45% of Maximum Retail Price, 32% of Selling Price, 55% of Local Shipping Price,
38% of Zonal Shipping Price and 21% of National Shipping Price

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Ques. 12 What is the perception of customers about Flipkart?

PRECEPTION PERCENTAGE
VERY GOOD 6%

GOOD 62%

FAIR 28%

NOT GOOD 4%

NOT GOOD VERY GOOD

4% 6%

FAIR
28%

GOOD
62%

From the analysis of 32 respondents it can be determined that people who think Flipkart is Very
Good is 6%, as it is Good is 62%, as it is Fair is 28% and it is Not Good is 4%.

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Ques.13 What is the purchase behaviour of consumers through online?

PURCHASE BEHAVIOUR PERCENTAGE

STRONGLY AGREE 30%

AGREE 32%

NEUTRAL 20%

DISAGREE 9%

STRONGLY DISAGREE 9%

35%

30%

25%

20%

15%

10%

5%

0%
STRONGLY AGREE NEUTRAL DISAGREE STRONGLY
AGREE DISAGREE

From the analysis of 32 respondents it can be determined that the consumer who Strongly Agree
are 30%, who Agree are 32%, who Neutral are 20%, who Disagree are 9% and who Strongly
Disagree are 9%.

53
Ques. 14 What is the reason behind buying the products online?

BUYING REASON PERCENTAGE

TIMELY DELIVERED 53%

EASY ACCESS 19%

NO STORAGE 28%

60%

50%

40%

30%

20%

10%

0%
TIMELY DELIVERED EASY ACCESS NO STORAGE

From the analysis of 32 respondents it can be determined that the reason for buying the product
online is 53% is Timely Delivered, 19% is Easy Access and 28% is No Storage.

54
Ques. 15 What are the areas over which Flipcart needs improvement?

AREAS OF IMPROVEMENT PERCENTAGE

PICTURE QUALITY 43%

DELIVERY ON TIME 22%

COVERAGE 11%

GENUINE PRICE 24%

24%

PICTURE QUALITY
43%
DELIVERY ON TIME
COVERAGE
11%
GENUINE PRICE

22%

From the analysis of 32 respondents it can be determined that the Flipkart need improvement in
43% in Picture Quality, 22% in Delivery on Time, 11% in Coverage and 24% in Genuine Price.

55
56
FINDINGS

1. From the research it has been found that most people do not have habit to do online
shopping. Hence online shoppinghas to be pushed for sales.
2. It has been observed that gifts, coupons, discount etc. for particular products plays a
vital role in generating sales.
3. From the analysis it can also be observed that the trend of online shopping from the
internet is rising.
4. From the analysis it has been found that majority who purchase online products are
men.
5. From the data it has been found that service of Flipkart is not satisfactory.
6. The delivery of products from Flipkart is found not to be satisfactory.

57
 CONCLUSION
Online shopping is a different experience and you can make the shopping creative over
the internet as you get used to it. There can be lot of apprehensions about online
shopping when you get in to it for the first time. As you experience more and more of it
those apprehensions get disappeared slowly. Remember that if you stick to the basics,
online shopping becomemore enjoyable and easierthan real-world shopping. Even
though the internet is often referred to as a borderless market, there are still some
barriers to overcome in order to reach the goal of the European Commission in 2015.
The general picture shows improvement when it comes to the delivery of the product.
But if consumers decide to withdraw, they can still expect to run into some problems.

First of all, as we all know that Flipkart is a well known online selling products
company and there are many competitors relating to online selling products and it was
surprisingly difficult to find enough web traders who were willing to sell cross-border.
The data show that almost 60% of the websites initially submitted for the project were
not usable. Some websites did not meet the criteria established by the working group for
the purposes of this project from the beginning, while others had changed conditions in
the period between the time of selecting the websites and the time of distribution hereof.

Another barrier to online cross-border shopping is the language of the websites. The
research results show that only 61% of the websites used in the shopping exercise
provided information in more than one language. In 2014 the corresponding figure was
only 24% so when comparing the data, the 61% still represents a huge improvement.
Even if parts of the 39% of the websites that are only operated in one language are
operated in English, this can still represent a barrier to cross-border trade. These
strategies cab be helpful in improving sales as well as market share of Flipkart.

58
59
 RECOMMENDATION

1. From the market survey it was able to identify that the motivating factors are the
gifts, coupons, discounts etc. provided and according to most of the consumers a
good gifts are one which have good brand value associated with it and those which
offer better utility therefore Flipkart should concentrate on this promotional tool.

2. The most important task is that company should give its priority to coverage. If the
company could cover home towns, cities and villages then it will create their more
online buyers.

3. From the market survey it was revealed that the strengths of Flipkart are Promotional
Schemes and Easy to access. Its weaknesses are its Picture quality, Delivery on time
and Coverage so it should work on it to increase the customer’s satisfaction. If the
product is able to satisfy customers in its core product attributes, then the customer
will be tend to be loyal as their expectations are fulfilled.

4. Company should appoint some executives to make strong relationships with

customer.
5. Company should improve its service so its customer should get their products timely.

60
61
 BIBLIOGRAPHY

Books referred:

 Kotler Philip, Armstrong Gary,Agnihothri.Prafulla Y(Edition 2011)Principle of

Marketing
 Chunawalla S.A.(Edition 2008)Principles and Practice.
 Kotler Philip:Keller Kevin Lane: Koshy Abraham And Jha Mithileshwar
(13th Edition 2009)Marketing Management
 Srivastava T N, Rego Shailaja (Edition 2011) Business Research Methodology

Websites:

 www.flipkart.com

 en.wikipedia.org/wiki/Flipkart

 www.bgr.in/gadgets/mobile-phones/flipkart

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63
 QUESTIONNAIRE

PERSONAL DETAILS:

Name............................. Gender: M ( ), F ( )

Occupation...................... Email address....................

Phone No.........................

1. Do you prefer Online Shopping?

YES ( ) NO ( )

2. Which particular Online Shopping website you use?

Flipkart ( ) Snapdeal ( ) EBay ( ) Myntra ( )

3. What type of products you like to purchase from Online Shopping

website?

Rank them according to your higher preference to lower between 1 to 7:

 Electronics ( )
 Apparels and Accessories ( )

64
  Books ( )
 Beauty and Personal Care ( )
 Home and Furnishing ( )
 Healthcare ( )
 Baby Products ( )

4. How you want to purchase your product from Online Shopping?

 Cash on Delivery______
 Credit Cards______
 Debit Cards ______
 Online Bank Transfer ______

5. Do you have internet connection?

YES ( ) NO ( )

6. You spend time on internet for

 Reading Articles ( )
 Reading news ( )
 Reading magazine ( )
 Online shopping ( )

65
7. Which device you use for Online Shopping?

 Desktop(PC)( )
 Laptop( )
 Smartphone( )
 Tablet( )

8. What made you motivate to buy products from Online Shopping?

Tick the options:

 Attractiveness( )
 Low Price ( )
 Gifts ( )
 Suggested by a friend/ relative ( )
 Others ( )

9. What are the ways of reaching the shopping website?

 From recommendation from a friend ( )

 From advertising in press and media ( )
 From search engines ( )
 From links ( )
 From computer magazines ( )

66
10. What are the parameters to impress the customers to do online
shopping?

 Utility ( )
 Brand Value ( )
 Attractiveness ( )
 Price ( )
 Others ( )

11. From the attributes mentioned, tick those which are best suited

for Online Shopping through cart?

 Maximum Retail Price ( )

 Selling Price ( )
 Local Shipping Charge ( )
 Zonal Shipping Charge ( )
 National Shipping Charge( )

12. What do you have perception about the Flipkart services?

 Very good ( )
 Good ( )
67
  Fair ( )
 Not good ( )

13. What is the purchase behaviour of the customers through Online?

 Strongly agree ( )
 Agree ( )
 Neutral ( )
 Disagree ( )
 Strongly disagree ( )

14. You would like to buy products online because?

 Timely delivered ( )

 Easy access ( )

 No storage issue ( )

15. Did you prefer Online Shopping?

 Strongly agree ( )
 Agree ( )
 Neutral ( )
 Disagree ( )

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  Strongly disagree ( )

16. Would you like to continue buying products online?

 Yes ( )
 No ( )

17. Mention any feature in which you think Flipkart should improve on:

______________________________________________________
______________________________________________________
______________________________________________________

69