INDEX

SR. NO. CONTENTS PAGE NO.

1 INTRODUCTION 1-2

2 HYPOTHESIS 3

3 OBJECTIVE 4

4 PROFILE OF CHANDRAPUR CITY 5-6

5 E-COMMERCE 7-22

6 RESEARCH METHDOLOGY 23-25

7 REVIEW OF LITERATURE 26-27

8 DATA ANALYSIS 28-38

9 FINDINGS 39-41

10 CONCLUSION 42-43

11 SUGGETION 44

12 LIMITATION 45

13 BIBLIOGRAPHY 46

QUESTIONNAIRE
14 & ANNEXURE 47-55

0
 CHAPTER 1
INTRODUCTION

E-commerce is the activity of buying or selling of products and services

online or over the internet. Electronic commerce draws on technologies such as

mobile commerce, electronic funds transfer, supply chain management, Internet

marketing, online transaction processing, electronic data exchange (EDI),

inventory management systems, and automated data collection systems.

Modern electronic commerce typically uses the World Wide Web for at

least one part of the transaction's life cycle although it may also use other

technologies such as e-mail. Typical e-commerce transactions include the

purchase of online books (such as Amazon) and music purchases (music

download in the form of digital distribution such as iTunes Store), and to a less

extent, customized/personalized online liquor store inventory services. There are

three areas of e-commerce: online retailing, electric markets, and online auctions.

E-commerce is supported by electronic business.

E-commerce businesses may also employ some or all of the followings:

 Online shopping for retail sales direct to consumers via Web sites and

mobile apps, and conversational commerce via live chat, chatbots and voice

assistants.

 Providing or participating in online marketplaces, which process third-

party business-to-consumer or consumer-to-consumer sales.

1
  Business-to-business buying and selling;

 Gathering and using demographic data through web contacts and social

media.

 Business-to-business (B2B) electronic data interchange.

 Marketing to prospective and established customers by e-mail or fax (for

example, with newsletters).

 Engaging in pretail for launching new products and services.

 Online financial exchanges for currency exchanges or trading purposes.

E-Commerce or Electronics Commerce is a methodology of modern

business, which addresses the need of business organizations, vendors and

customers to reduce cost and improve the quality of goods and services while

increasing the speed of delivery. Ecommerce refers to the paperless exchange of

business information using the following ways:

a) Electronic Data Exchange (EDI)

b) Electronic Mail (e-mail)

c) Electronic Bulletin Boards

d) Electronic Fund Transfer (EFT)

e) Other Network-based technologies

2
 CHAPTER 2
HYPOTHESIS

One of the most important motives of this study is to evaluate the critical elements

in formulating long term E-Commerce strategies like customer expectations of

quality, the problems during transactions and the risk involved. The study is also

an attempt to find the problems of companies providing products and services as

well as the importance given to employees through the involvement in the E-

Commerce improvement process by considering them as internal customers of the

organization. This is one of the effort made to cover all aspects of E-Commerce

and socio-economic sections of the society. Following are the hypothesis of the

study.

1) E-Commerce penetration levels are lower due to lack of customer centric

approach.

2) E-Commerce penetration levels are lower due to lack of consideration of

employee as the internal customer.

3) All forms of E-Commerce are having diversified quality issues.

3
 CHAPTER 3
OBJECTIVE

This objective of this study is to use of e-commerce domain companies

and consumers. This study is conducted to evaluate the perception and attentive

and secure recommending payment method based on analysis and study. The

results are expected to contribute significantly towards the current thinking,

security regarding e- commerce online transactions. The main objectives are

involved an attempt to determine the current awareness and alert in the particular

area in e-commerce like security issues, Screening, Recommended payment

method, Internal order cancellations. This study provides best solution to e-

commerce domain companies/industries and alert and awareness to common man.

For safe and secure transaction consumers and e-commerce domain

companies should follow some basic rules and regulations with latest

technologies. Hacking is now a day’s very common so we consumers’ and

companies they should maintain their transaction more secure and safe in this

regards our study proposing and recommending best payment method and

discussing Internal order cancellation. This is an alarming sign for the whole

world. If right steps are not taken today, these new breed of hackers can do such a

level of damage, the world cannot even imagine.

4
 CHAPTER 4
PROFILE OF CHANDRAPUR CITY

The district Chandrapur was earlier known as 'Chanda' according to

tradition and legend the name of the place was 'Lokapura' which was first changed

to ' Indpur' and subsequently to Chandrapur. During the British colonial period it

was called Chanda district, which was again changed to its original name

'Chandrapur ' around 1964. Other places of the region in ancient times include

wairangad, Kosala, Bhadravati and Markanda. Hindu and Buddhist kings are said

to have ruled the area for a long time, Later on Gonds overtook Dana Chiefs who

ruled Chandrapur around 9th century and Gond Kings ruled the area till 1751

after which Maratha period started. Raghuji Bhosale, the last King of the dynasty,

died heirless in 1853 and Nagpur province together with Chandrapur was declared

annexed to British Empire.

In 1854, Chandrapur formed and independent district and in 1874, it

comprised of three tehsils Viz Mul, Warora and Bramhpuri. In 1874, however,

upper Godavai district of Madras was abolished and four tehsils were added to

Chandrapur to form one tehsil with Sironcha as its headquarters. In 1895, the

headquarters of one tehsil transferred to MUl to Chandrapur. A new tehsil with

headquarter at Gadchoroli was created in 1905 by transfer of zamindari estates

from Bramhpuri and Chandrapur tehsil. An small zamindari tract from

Chandrapur district as transferred to newly from districts in 1907. In the same

5
year and area of about 1560 sq. km. comprising of three divisions of the lower

Sironcha tehsil namely Cherla, Albak nad Nugir were transferred to Madras State.

No major changes occurred in the boundaries of the district or its tehsils

between 1911-1955. Consequent upon reorganization of the states in 1956, the

district was transferred from Madhya Pradesh to Bombay state. In the same

Rajura tehsil, a part of Adilabad district of Hydrabad state, was transferred to

Nanded district subsequently it was transferred to Chandrapur district in 1959. the

district became part of the Maharashtra since its creation in May 1960.For

administrative convenience and industrial and agricultural development , this

district was again divided into Chandrapur and Gadchiroli district after 1981

census. Chandrapur district now comprises of the tehsil of Chandrapur ,

Bhadravati, Warora, Chimur, Nagbhir, Bramhpuri, Sindhewahi, Mul, Gondpipri,

Pomburna, Saoli, Rajura, Korpana, Jivati and Balharshah.

6
 CHAPTER 5
E-COMMERCE

E-Commerce or Electronics Commerce is a methodology of modern

business, which addresses the need of business organizations, vendors and

customers to reduce cost and improve the quality of goods and services while

increasing the speed of delivery.

E-commerce business models can generally be categorized into the

following categories.

1) Business - to - Business (B2B)

2) Business - to - Consumer (B2C)

3) Consumer - to - Consumer (C2C)

4) Consumer - to - Business (C2B)

5) Business - to - Government (B2G)

6) Government - to - Business (G2B)

7) Government - to - Citizen (G2C)

7
1) Business - to - Business (B2B) :-

A website following the B2B business model sells its products to an

intermediate buyer who then sells the product to the final customer. As an

example, a wholesaler places an order from a company's website and after

receiving the consignment, sells the end product to the final customer who comes

to buy the product at one of its retail outlets.

8
2) Business - to - Consumer (B2C) :-

A website following the B2C business model sells its products directly to a

customer. A customer can view the products shown on the website. The customer

can choose a product and order the same. The website will then send a

notification to the business organization via email and the organization will

dispatch the product/goods to the customer.

9
3) Consumer - to - Consumer (C2C) :-

A website following the C2C business model helps consumers to sell their assets

like residential property, cars, motorcycles, etc., or rent a room by publishing their

information on the website. Website may or may not charge the consumer for its

services. Another consumer may opt to buy the product of the first customer by

viewing the post/advertisement on the website.

10
4) Consumer - to - Business (C2B) :-

In this model, a consumer approaches a website showing multiple business

organizations for a particular service. The consumer places an estimate of amount

he/she wants to spend for a particular service. For example, the comparison of

interest rates of personal loan/car loan provided by various banks via websites. A

business organization who fulfills the consumer's requirement within the specified

budget, approaches the customer and provides its services.

11
5) Business - to - Government (B2G) :-

B2G model is a variant of B2B model. Such websites are used by governments to

trade and exchange information with various business organizations. Such

websites are accredited by the government and provide a medium to businesses to

submit application forms to the government.

6) Government - to - Business (G2B) :-

Governments use B2G model websites to approach business organizations. Such

websites support auctions, tenders, and application submission functionalities.

12
7) Government - to - Citizen (G2C) :-

Governments use G2C model websites to approach citizen in general. Such

websites support auctions of vehicles, machinery, or any other material. Such

website also provides services like registration for birth, marriage or death

certificates. The main objective of G2C websites is to reduce the average time for

fulfilling citizen’s requests for various government services.

E-Commerce ─ Payment Systems:-

E-commerce sites use electronic payment, where electronic payment refers to

paperless monetary transactions. Electronic payment has revolutionized the

business processing by reducing the paperwork, transaction costs, and labor cost.

Being user friendly and less time-consuming than manual processing, it helps

business organization to expand its market reach/expansion. Listed below are

some of the modes of electronic payments:

13
 a) Credit Card

b) Debit Card

c) Smart Card

d) E-Money

e) Electronic Fund Transfer (EFT)

a) Credit Card :-

Payment using credit card is one of most common mode of electronic

payment. Credit card is a small plastic card with a unique number attached with

an account. It has a magnetic strip embedded in it that is used to read the credit

card via card readers. When a customer purchases a product via credit card, the

credit card issuer bank pays on behalf of the customer and the customer has a

certain time period after which he/she can pay the credit card bill. It is usually in

the credit card monthly payment cycle. Following are the actors in the credit card

system.

 The card holder - Customer,

 The merchant - seller of product who can accept credit card payments,

 The card issuer bank - card holder's bank,

 The acquirer bank - the merchant's bank,

 The card brand - for example, Visa or MasterCard.

14
Credit Card Payment Process:-

Step 1:- Bank issues and activates a credit card to the customer on his/her request.

Step 2:- The customer presents the credit card information to the merchant site or

to the merchant from whom he/she wants to purchase a product/service.

Step 3:- Merchant validates the customer's identity by asking for approval from

the card brand company.

Step 4:- Card brand company authenticates the credit card and pays the

transaction by credit. Merchant keeps the sales slip.

Step 5:- Merchant submits the sales slip to acquirer banks and gets the service

charges paid to him/her.

Step 6:- Acquirer bank requests the card brand company to clear the credit

amount and gets the payment.

Step 7:- Now the card brand company asks to clear the amount from the issuer

bank and the amount gets transferred to the card brand company.

Debit Card:-

Debit card, like credit card, is a small plastic card with a unique number mapped

with the bank account number. It is required to have a bank account before getting

a debit card from the bank. The major difference between a debit card and a credit

card is that in case of payment through debit card, the amount gets deducted from

the card's bank account immediately and there should be sufficient balance in the

15
bank account for the transaction to get completed; whereas in case of a credit card

transaction, there is no such compulsion.

Debit cards free the customer to carry cash and cheques. Even merchants

accept a debit card readily. Having a restriction on the amount that can be

withdrawn in a day using a debit card helps the customer to keep a check on

his/her spending.

Smart Card:-

Smart card is again similar to a credit card or a debit card in appearance,

but it has a small microprocessor chip embedded in it. It has the capacity to store

a customer’s work-related and/or personal information. Smart cards are also used

to store money and the amount gets deducted after every transaction.

Smart cards can only be accessed using a PIN that every customer is

assigned with. Smart cards are secure as they store information in encrypted

format and are less expensive and provide faster processing. Mondex and Visa

Cash cards are examples of smart cards.

E-Money:-

E-Money transactions refer to situation where payment is done over the

network and the amount gets transferred from one financial body to another

financial body without any involvement of a middleman. E-money transactions

are faster, convenient, and save a lot of time.

16
 Online payments done via credit cards, debit cards, or smart cards are

examples of e-money transactions. Another popular example is e-cash. In case of

e-cash, both customer and merchant have to sign up with the bank or company

issuing e-cash.

Electronic Fund Transfer:-

It is a very popular electronic payment method to transfer money from one

bank account to another bank account. Accounts can be in the same bank or

different banks. Fund transfer can be done using ATM (Automated Teller

Machine) or using a computer.

Nowadays, internet-based EFT is getting popular. In this case, a customer

uses the website provided by the bank, logs in to the bank's website and registers

another bank account. He/she then places a request to transfer certain amount to

that account. Customer's bank transfers the amount to other account if it is in the

same bank, otherwise the transfer request is forwarded to an ACH (Automated

Clearing House) to transfer the amount to other account and the amount is

deducted from the customer's account. Once the amount is transferred to other

account, the customer is notified of the fund transfer by the bank.

E-Commerce ─ Security Systems:-

Security is an essential part of any transaction that takes place over the internet.

Customers will lose his/her faith in e-business if its security is compromised.

Following are the essential requirements for safe e-payments/transactions:

17
A. Confidentiality - Information should not be accessible to an unauthorized

person. It should not be intercepted during the transmission.

B. Integrity - Information should not be altered during its transmission over the

network.

C. Availability - Information should be available wherever and whenever

required within a time limit specified.

D. Authenticity - There should be a mechanism to authenticate a user before

giving him/her an access to the required information.

E. Non-Repudiability - It is the protection against the denial of order or denial

of payment. Once a sender sends a message, the sender should not be able to

deny sending the message. Similarly, the recipient of message should not be

able to deny the receipt.

F. Encryption - Information should be encrypted and decrypted only by an

authorized user.

G. Auditability - Data should be recorded in such a way that it can be audited for

integrity requirements.

Measures to ensure Security:-

Major security measures are the following:

i. Encryption - It is a very effective and practical way to safeguard the data

being transmitted over the network. Sender of the information encrypts

the data using a secret code and only the specified receiver can decrypt

the data using the same or a different secret code.

18
 ii. Digital Signature - Digital signature ensures the authenticity of the

information. A digital signature is an e-signature authenticated through

encryption and password.

iii. Security Certificates - Security certificate is a unique digital id used to

verify the identity of an individual website or user.

Security Protocols in Internet:-

We will discuss here some of the popular protocols used over the internet to

ensure secured online transactions.

Secure Socket Layer (SSL:-

It is the most commonly used protocol and is widely used across the industry. It

meets following security requirements.

1) Authentication

2) Encryption

3) Integrity

4) Non-reputability

"https://" is to be used for HTTP urls with SSL, whereas "http:/" is to be used for

HTTP urls without SSL.

19
Secure Hypertext Transfer Protocol (SHTTP):-

SHTTP extends the HTTP internet protocol with public key encryption,

authentication, and digital signature over the internet. Secure HTTP supports

multiple security mechanism, providing security to the end-users. SHTTP works

by negotiating encryption scheme types used between the client and the server.

Secure Electronic Transaction:-

It is a secure protocol developed by MasterCard and Visa in collaboration.

Theoretically, it is the best security protocol. It has the following components:

a) Card Holder's Digital Wallet Software - Digital Wallet allows the card

holder to make secure purchases online via point and click interface.

b) Merchant Software - This software helps merchants to communicate with

potential customers and financial institutions in a secure manner.

c) Payment Gateway Server Software - Payment gateway provides automatic

and standard payment process. It supports the process for merchant's

certificate request.

20
E-Commerce ─ EDI:-

EDI stands for Electronic Data Exchange. EDI is an electronic way of transferring

business documents in an organization internally, between its various departments

or externally with suppliers, customers, or any subsidiaries. In EDI, paper

documents are replaced with electronic documents such as word documents,

spreadsheets, etc.

EDI Documents:-

Following are the few important documents used in EDI:

1) Invoices

2) Purchase orders

21
3) Shipping Requests

4) Acknowledgements

5) Business Correspondence letters

Steps in an EDI System:-

Following are the steps followed in an EDI system.

1. A program generates a file that contains the processed document.

2. The document is converted into an agreed standard format.

3. The file containing the document is sent electronically on the network.

4. The trading partner receives the file.

5. An acknowledgement document is generated and sent to the originating

organization.

Advantages of an EDI System:-

Following are the advantages of having an EDI system.

 Reduction in data entry errors - Chances of errors are much less while

using a computer for data entry.

 Shorter processing life cycle - Orders can be processed as soon as they

are entered into the system. It reduces the processing time of the transfer

documents.

 Electronic form of data - It is quite easy to transfer or share the data, as it

is present in electronic format.

22
 Chapter 6
RESEARCH METHODOLOGY

As the study deals with factors like customer expectations about the

quality involved in E-Commerce activities as well as the problems faced by the

companies at the time of providing products and services, the research is based on

direct personal investigation and online reply by the respondents. For this purpose

two specific research instruments ‘Questionnaire and Interview Guide’ are used.

The study is survey in nature with Qualitative and Quantitative approach. As a

tool the study has used Questionnaire at large and Interview Guide to a small

extent to collect more in-depth information. In all 150 people were selected for

each product across all socio-economic strata as the sample of the study.

Simple stratified random sampling and interview techniques are used for

the study. In present study researcher has used analysis of the primary and

secondary data. The research survey is limited to the E-Commerce activities of

customers. Around 30 customers of every type of E-Commerce, 30 employees of

Business to Employee Ecommerce as well as managers of every type of E-

Commerce are selected using random sample technique. There are so many Indian

E-Commerce companies as well as the international brands are available for E-

Commerce transactions. While selecting the companies and the customers

‘Lottery Method’ was adopted. In this study sample statistical techniques will be

used to ascertain desired results by way of data analysis.

23
 E-Commerce companies are located in Mumbai, Pune, Delhi and

Bangalore. The western line of Mumbai the area like Andheri, Boriwali, Bandra

are located in the south-east of the state. There are so many Indian E-Commerce

companies as well as the international brands are available for E-Commerce

transactions. So many private companies like Flipkart.com as well as government

companies like irctc.co.in etc are studied. In this study sample statistical

techniques are used to ascertain desired results by way of data analysis. The

companies are selected from various segments based on types of online business

activities and customers or employees attached to it.

As the study deals with factors like E-Commerce types, quality issues and

problem areas, the research is based on direct personal investigation on these

parameters. For these purpose two specific research instruments ‘Questionnaire

and Interview Guide’ are used. The study is a survey in nature with both

Qualitative and Quantitative approach. As a tool the study has used Questionnaire

at a large and Interview Guide at a small extent to collect more in-depth

information about the quality issues of E-Commerce.

For the present study the questionnaires is the main base for the research.

It has been designed for the purpose of obtaining the data with wider coverage.

Both the open-ended and closed-ended questions are framed based on the nature

of information required. The general questions on customer online buying

behavior are included for further information to get more understanding of the

problems to the companies providing online products and services as well as

necessary for testing the hypothesis. The same questionnaire format is used for all

24
three types – Customer, Employee (internal customer) and Manager. Based on 5

types of E-Commerce, total 8 questionnaire are formed – B2C Customer, B2C

Manager, B2B, C2C, B2E Employee, B2E Manager, C2B Customer and C2B

Manager.

The classification data pertains to details spread over around 8 questions.

These questions have a direct bearing on the respondent. As the profile of the

respondents has an influence on his online transactional behavior as well as his

behavior, it has been felt necessary to collect directly details of respondents

pertaining to sex, age, department, designation, qualification and annual income.

The relevant chart pertaining to the data obtained with reference to the 8

classification factors have been provided for the purpose of effective visual

presentation of sample distribution.

25
 Chapter 7
REVIEW OF LITERATURE

Literature reviews that for a real grievance to have occurred there must

have been a violation of an employee's rights on the job. Also, it must have been

the employer or one of his/her agents -- like a supervisor or manager who has

violated these rights, directly or indirectly. If an employee makes a complaint that

doesn't involve the employer in some way, you may still have to deal with it, but

it won't be a grievance (Trotta, Maurice S., 1976). In order to adjust the

employees' concerns, there are recognized procedures that are applied by the

organization in detailing every inch of the problems. The grievance procedures

are part in the specified area of labour in which the main concept is to implement

the system regarding the various concerns and complaints. People are important

for the business leaders and managers, and to minimize the conflicts and other

problem within the workplace, they have to handle the issue with fair treatment.

Historically, the grievance procedures can formulate the positive outcomes and

contribute to for the effectiveness of the management. This can be another tool for

the management to maintain the relationships within the workplace. The

grievance procedures provide the means of identifying the appropriate practices,

procedures, and administrative policies that can cause the employee's complaints

be considered (Bohlander, 1989). The creation of the grievance procedures began

through the various conceptualizations of the people and their access in

26
resolutions. The comparison of the female and male employees has difference

means of grievance procedure.

Mostly, women are anticipated in seeking justice but are lacked in the

access in networks that are necessary towards the resolution. Meanwhile, the men

are hesitant to embrace the formality of the grievance procedures for they were

reluctant to damage their relationships with other people (Hoffman, 2005).

Legislation now compels employers to refer grievance procedures in their

statement of terms and conditions. They must also grant \employees the right of

accompaniment to certain hearings (Jackson, Tricia., 2000). There are recognized

steps in handling the grievance which can be also applied in the process of the

organizations. Firstly and maybe the most important, is to let the person or the

people stand up and speak on what are the things they believed is wrong.

Everybody has a right to be heard, and with the open communication, the problem

can be easily resolved (Hardeman, 2004). For many years universities have

enjoyed a strong position at the heart of the global economy of knowledge, and

business schools have been one of the major success stories in higher education

over the last 40 years. But, in the view of limited quality faculty pool in the

Management Circles in India, little has been done to keep them engaged through

an effective Grievance Handling Mechanism (GHM) (Ivory et al.

2006:5, and Mintzberg 2005:377).

27
 Chapter 8
Data Analysis

Q1. Do you get satisfaction from E-commerce service?

Sr. No. Particular Percentage

1 Yes 70%

2 No 30%

Total 100%

Satisfaction from E-Commerce Service

80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No

Interpretation:

In the above given data around 70% of the surveyed peoples agree that the E-

Commerce Gives satisfaction from purchasing and selling other 30% of the

surveyed people not agree that peoples are get satisfied.

28
Q2. Do you think that E-Commerce is the best way for non-cash payment?

Sr. No. Particular Percentage

1 Yes 60%

2 No 40%

Total 100%

Non-Cash Payment

40%

60% Yes
No

Interpretation:

In the above given data around 60% of the surveyed people agree that the E-

Commerce is the best way for non-cash payment While 40% of the surveyed

people not agree that E-Commerce is not best way for Non-Cash Payment.

29
Q3. We get facility of E-Commerce 24*7 any time and any where?

Sr. No. Particular Percentage

1 Yes 50%

2 No 50%

Total 100%

24*7 service

No
50%

Yes
50%

Interpretation:

In the above given data around 50% of the surveyed people agree that

service is available 24*7 any time and any where While 50% of the surveyed

people not agree that service is available 24*7 any time and any where.

30
Q4. With the help of E-Commerce advertisement of products can be done in best
way?

Sr. No. Particular Percentage

1 Yes 65%

2 No 35%

Total 100%

Advertisement

35%
Yes
No
65%

Interpretation:

In the above given data around 65% of the surveyed people agree that the

with the help of E-Commerce advertisement of products can be done in best way

While 35 % of the surveyed people not agree that the help of E-Commerce

advertisement of products can be done in best way.

31
Q5. With the help of E-Commerce we can improve sale rate of products?

Sr. No. Particular Percentage

1 Yes 75%

2 No 25%

Total 100%

Sale rate of Products

No

Yes

0% 20% 40% 60% 80%

Interpretation:

In the above given data around 75% of the surveyed people agree that with the

help of E-Commerce we can improve sale rate of products While 25% of the

surveyed people not agree that with the help of E-Commerce we can improve sale

rate of products.

32
Q6. E-Commerce supports in better service to consumer?

Sr. No. Particular Percentage

1 Yes 60%

2 No 40%

Total 100%

Support

No
40%
Yes
60% Other
40%

Interpretation:

In the above given data around 60% of the surveyed people agree that the

E-Commerce supports in better service to consumer While 40% of the surveyed

people not agree that E-Commerce supports in better service to consumer.

33
Q7. E-Commerce helps in inventory management?

Sr. No. Particular Percentage

1 Yes 55%

2 No 45%

Total 100%

Inventory Management

55%
45%

Yes No

Interpretation:

In the above given data around 55% of the surveyed people agree that the E-

Commerce helps in inventory management While 45% of the surveyed people not

agree that E-Commerce helps in inventory management.

34
Q8. E-Commerce provides ways for faster, efficient, reliable communication with
customers and partners?

Sr. No. Particular Percentage

1 Yes 65%

2 No 35%

Total 100%

Communication

No
35%

Yes
65%

Interpretation:

In the above given data around 65% of the surveyed people agree that the E-

Commerce provides ways for faster, efficient, reliable communication with

customers and partners While 35% of the surveyed people not agree that E-

Commerce provides ways for faster, efficient, reliable communication with

customers and partners.

35
Q9. E-Commerce helps in organizational satisfaction?

Sr. No. Particular Percentage

1 Yes 50%

2 No 50%

Total 100%

Organization

No Yes
50% 50%

Interpretation:

In the above given data around 50% of the surveyed people agree that the

E-Commerce helps in organizational satisfaction While 50% of the surveyed

people not agree that E-Commerce helps in organizational satisfaction.

36
Q10. E-Commerce helps in consumer satisfaction?

Sr. No. Particular Percentage

1 Yes 65%

2 No 35%

Total 100%

Consumer

yes
Other no
65%
35% 35%

Interpretation:

In the above given data around 65% of the surveyed people agree that the

E-Commerce helps in consumer satisfaction While 35% of the surveyed people

not agree that E-Commerce helps in consumer satisfaction.

37
Q11. E-Commerce helps in society satisfaction?

Sr. No. Particular Percentage

1 Yes 60%

2 No 40%

Total 100%

Society

no 40%

yes 60%

Interpretation:

In the above given data around 60% of the surveyed people agree that the E-

Commerce helps in society satisfaction While 40% of the surveyed people not

agree E-Commerce helps in society satisfaction.

38
 Chapter 9
Findings
1) There is no freedom to the dealers to operate an e-commerce site because the

law permits manufactures to limit the number of dealers authorized to sell

their products in particular places. Dealers may not accept such limitation

without a fight if dealers believe that they already have been afforded the right

to sell on the Net.

2) Manufacturers don’t have freedom to operate an E-commerce site because of

the manufacturer's individual agreements with one or more selected dealers as

not to operate an e- commerce site. It should be viewed as a vertical

management and be lawful. However if a manufacturer were to agree with a

group of dealers that the manufacturer will not operate an Ecommerce site in

competition with the dealers.

3) Customers do not have whole information about operating an ecommerce site

for e-buying procedure.

4) Most of the people are unsuccessful to use Net banking and email account

because either they are ignorant or even don’t remember their login ID and

password.

5) Planners fail to give employees the whole picture and in such circumstances

the training and setting up incentives for workers to embrace the strategy may

assist.

39
6) In case of personnel management only at the time of recruitment and training

special skills of internet operations are to be incorporated in the

specializations.

7) In case of information management there is the process of receiving the

orders, complaints and suggestions is performed but there is no proper

forwarding of this information received. And accurate interpretation of the

data and submitting it for the decision making should be properly channelized.

8) In case of office management E-commerce offered as a paperless office as

every transaction is recorded in the computer. Paper records are completely

eliminated from the marketing office management in E-commerce.

9) In the job of controlling internet orders are to be processed properly and only

after confirmation of the receipt of the cash goods are to be dispatched

correctly in e - commerce.

10) In case of marketing management in e-commerce attractive presentation of the

products on the website and one operator on the company computer are

enough to carry out the transaction of E-commerce and they are sufficient to

effect the sales.

11) Attractive and informative web designs play an important role in the

development of any business on the account of applicable of E-commerce in

the business. The attractive and informative website proves to be new

additions in the growth of the business.

40
12) In staffing particularly in the sales department along with traditional salesman,

Internet operating sales force is needed.

13) Along with the traditional methods of communications like letters, telephones,

Fax, intenet negotiations with the target customers or the potential customer

are to be incorporated in the business as a means of communication. This is

the fastest method of communication requiring an all together different skill of

teleconveniencing.

14) Product developments and introduction of modified product up to a great

extent depend upon the complaints and suggestions of the consumers. This

type of information should be carefully processed as it is a "Feed back " used

in the design of a new product. In the traditional business, market research is

conducted for this purpose. In E-commerce this information can be had from

the consumer at the time of dialogue with him.

15) E-banking with the advancement in the technology, the new banking facilities

such as EFT and Internet Banking have proved to be a major breakthrough in

banking technology. It has become more sophisticated with enormous

opportunity of vertical and horizontal developments. This is all together

different from the traditional banking at the same time it is risky. Growth of e-

banking is slow in urban area and it is totally absent in the rural area. But it is

totally absent in the rural area. But it has become indispensable for big

industrial concerns and the multinationals.

41
 Chapter 10
Conclusion
1. In the controlling process responsibility of the business increases tremendously

because online orders are to be processed properly and only after confirmation of

the receipt of the cash goods are to be dispatched correctly.

2. Paper records are completely eliminated from office management in E-

commerce because every transaction is recorded in the computer.

3. E-commerce charges entire procedure of marketing management because the

attractive presentation of the products on the website and one operator on the

company computer is enough to carry on the transaction and he is sufficient to

effect sales.

4. In information management receiving the feedback, suggestions, corrections,

complaints are to be processed and proper forwarding of this information is to be

undertaken for its accurate interpretation and submitting it for the decision

making.

5. In the organization a completely new technique of electronic i.e. internet is to

be introduced.

6. The use of E-commerce has changed the entire procedure of business in E-

commerece because the computers, internet connection, attractive and informative

websites are the new additions in any business.

42
7. It has changed the entire transaction procedure in banking system, cheque

system and credit system in E-commerce.

8. It has been observed that the managements lack the proper ability to explain

their strategy well to their employees resulting in miscommunication and

ignorance of objectives.

9. Major customers have no correct information about the use of internet and

operating websites for commercial purpose.

10. Producers and dealers do not understand correct habits, expectations and

motivations of the customers.

11. The changes in the process of management and the changes in the functional

areas of E - commerce add some new concepts to the business.

12. The advertisement on company’s websites is to be made fruitful with FRED

where "F" means familiarity "R" - indicates relevance, E - represents esteem and

D - denotes differentiation.

13. E - cash - electronic cash is another new concept in online payment systems

because it combines computerized convenience with security and privacy as a

result of which it improves on paper cash and it opens up a host of new markets

and application in view of its versatility. It is an attractive alternative for payment

over the internet by replacing cash as the principle payment vehicle in consumer

oriented electronic payment.

43
 Chapter 11
Suggestion
Therefore the suggestions provided in this chapter are clarifying the prospects of

E - commerce.

1. Management should improve its knowledge about E - commerce process.

2. To give the training and information to customers for E - commerce process

and operating an E - commerce site.

3. To develop employee's managements skills.

4. To improve the co-ordination of producers, dealers and customers.

5. To give the quick online support to customers.

6. To understand the customers proper behavior, habits and expectations and then

produce and develop the products.

44
 Chapter 12
Limitation of E-Commerce
1) There can be lack of system security, reliability or standards owing to poor

implementation of e-commerce.

2) Security/ Privacy: It is difficult to ensure the security or privacy on online

transactions.

3) User resistance: Users may not trust the site being an unknown faceless seller.

Such mistrust makes it difficult to convince traditional users to switch from

physical stores to online/virtual stores.

4) Internet access is still not cheaper and is inconvenient to use for many

potential customers.

5) Only 100 respondents are selected for the study.

6) The data collected in limited as time frame is short.

7) Another limitation is the area of research as it is confined to the Chandrapur

only; the result may vary in different reason.

45
 Chapter 13
BIBLIOGROPHY

1) Dr. Vijay Upagade, Dr. Arvind Shende, Research Methodology,

S Chand and company ltd., Ram Nagar, New Delhi

2) Gary P. Schneider, Electronic Commerce, ISBN-10: 978-1285425436

3) Jane Mallor, A James Barnes, Mc Graw Hill Publishing Company

4) Kenneth C. Laudon, Carol Guercio Traver, E-commerce 2017, Pearson

5) Douglas A. Irwin, Clashing Over Commerce,

ISBN-113: 978-0226398969

Web Sites:-

1. www.amazon.in

2. www.flipcart.com

3. www.snapdeal.com

4. www.alibaba.com

5. www.ebay.in

6. www.jabong.com

7. www.quikr.com

46
 Chapter 14
Questionnaire & Annexure

Questionnaire
Name:-…………………………………………………………………………….

Occupation:-………………………………………………………………………

Age:-………………… Sex :- Male Female

………………………………………………………………………………………
………………………………………………………………………………………

Q1. Do you get satisfaction from E-commerce service?

1) Yes 2) No

Q2. Do you think that E-Commerce is the best way for non-cash payment?

1) Yes 2) No

Q3. We get facility of E-Commerce 24*7 any time and any where?

1) Yes 2) No

Q4. With the help of E-Commerce advertisement of products can be done in best
way?

1) Yes 2) No

Q5. With the help of E-Commerce we can improve sale rate of products?

1) Yes 2) No

47
Q6. E-Commerce supports in better service to consumer?

1) Yes 2) No

Q7. E-Commerce helps in inventory management?

1) Yes 2) No

Q8. E-Commerce provides ways for faster, efficient, reliable communication with
customers and partners?

1) Yes 2) No

Q9. E-Commerce helps in organizational satisfaction?

1) Yes 2) No

Q10. E-Commerce helps in consumer satisfaction?

1) Yes 2) No

Q11. E-Commerce helps in society satisfaction?

1) Yes 2) No

48
Annexure

49
50
51
52
53
54
55