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On
To study the impact of value added services on e-retail industry
By
Ranju Kaushik
A0116211015
MBA-Retail Management
Class of 2013
Under the Supervision of
Pradeep Narwal
Department of Marketing
In Partial Fulfillment of the Requirements for the Degree of
Master of Business Administration Retail Management
At
AMITY BUSINESS SCHOOL
AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
DECLARATION
Title of the Project Report: - To study the impact of value added services on e-retail
industry
I, declare
(a)That the work presented for assessment in this Dissertation Report is my own, that it has
not previously been presented for another assessment and that my debts (for words, data,
arguments and ideas) have been appropriately acknowledged.
(b)That the work conforms to the guidelines for presentation and style set out in the relevant
documentation.
Date:
Ranju Kaushik
A0116211015
MBA Retail Management
CERTIFICATE
I, Pradeep Narwal hereby certify that Ranju Kaushik is student of Masters of Business
Administration Retail Management at Amity Business School, Amity University Uttar
Pradesh has completed the Project Report on To study the impact of value added services
on e-retail industry under my guidance.
Pradeep Narwal
Department of Marketing
TABLE OF CONTENT
Introduction1
1.1E-Commerce Definition.1
1.2 Conceptual model of Service quality....2
1.3 Essentials of e-retailing.3
Literature Review...5
Research Method & Procedure...8
3.1 Research Objectives .8
3.2 Rationale of the project .8
3.3 Research Design ....8
3.4 Collection of data..:.8
3.5Sampling..........8
Data Analysis and Interpretation......10
Conclusion and Recommendations ..35
Bibliography.....39
Appendix..40
List of Tables
Table
no.
Page No.
1.1
4.1
4.2
4.3
3
10
11
12
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
4.18
4.19
4.20
4.21
4.22
4.23
4.24
4.25
4.26
4.27
4.28
4.29
4.30
4.31
13
13
13
14
14
16
16
16
17
18
18
18
18
19
19
21
21
21
21
22
22
24
24
24
24
25
25
27
4.32
4.33
4.34
4.35
4.36
4.37
27
27
27
28
28
30
4.38
4.39
Age
Gender
31
32
4.40
4.41
33
34
List of Figures
Figure
no.
Page No.
4.1
Frequency of Buying
10
4.2
Average Spending
11
4.3
12
4.4
14
4.5
17
4.6
19
4.7
22
4.8
25
4.9
28
4.10
Absence of VAS
30
4.11
Age
31
4.12
Gender
32
4.13
33
4.14
34
Executive Summary
Title - To study the impact of value added services on e-retail industry
Over the last few years, Consumers have accepted the presence of online retailer and actively
buying product online. This trend has motivated many players to enter into online retailing.
But the factor which has led to the acceptance of online retaining in India is broadly because
of the various services provided by the online retailers. As the competition has increased over
time services provided by these online retailers are no longer the competitive advantage so
many online retailer have come up with value added services to get a competitive edge over
others.
This reports aims at evaluating the various value added services provided by various retailer
and whether or not these value added services motivate the buyer to buy online. It also
evaluate the preference of various e-retail website by the buyers.
The responses given by regular online buyers were analyzed by using Microsoft Excel and
SPSS.
From the analysis some general findings have come out such as buyer have rated cash on
delivery as the most preferred value added service and flipkart is preferred by majority of
online buyers.
The research was conducted in Delhi- NCR involving people who are buyers on internet.
Primary data for the purpose of research was collected in a structured closed ended
questionnaire from the online buyers.