Executive Summary: Industry Profile
Executive Summary: Industry Profile
Executive Summary: Industry Profile
The MBA course offered by the Visvesvaraya Technological University has its own unique
syllabus which requires its MBA students to undertake an internship with any of the leading
business houses for a period of weeks during the end of the second semester. The purpose of
the internship is to enable the students to appreciate and understand the nuances of the
practical world via-a-via the theoretical input administered during the academic sessions.
This helps in creating managers who are equipped with the experience of linking the
theoretical inputs with those of practical exposure and come out with creative solutions and
ideas in enhancing the business. In partial fulfillment of MBA degree of Visvesvaraya
Technological University I took up an organisation study at Gokaldas Export Ltd, for a
period of four weeks.
The objective is to learn about the working of a company. The practical aspects was studied
and compared with the theoretical aspects learnt in the course. The study involves visiting the
various departments of the organisation to learn about their structure and their functions. The
incorporation, background, vision and mission of the company were briefed by the
Administrative department. The work flow model was briefed before the visit to the
production unit. The product profile was collected by visiting the departmental outlet. The
study was more emphasized on 4S McKinsey’s Model and the SWOT analysis of the
company. The study provides a good exposure to the corporate world and a good comparison
of the practical and theoretical aspects as studied in the course.
INTRODUCTION
INDUSTRY PROFILE
Internet is changing the way consumers shop and buy goods and services, as a rapidly
evolving market internet is playing a major role and thus, the world is developing fast and
internet helps the companies reduce the marketing costs which reduce the price of the product
and services. Online shopping reduces the mishap and saves time and provides efficiency
with secure network for easy and reliable connection to provide secure transaction of money
and receiving the order. Almost all the companies are using internet to communicate
information about their product and services to the customers though mail and all. Access to
internet has reduced the time to order the product and receiving the product in our doorstep.
Internet helps the companies to take feedback and reviews from the customer or clients, to
know whether the customer is satisfied or not. It also helps the shareholder, stakeholder,
equity holders, suppliers, dealers, distributors etc to collect necessary information about the
company’s product and services and this helps them to make decision whether to invest their
money or not.
Online Shopping has shaped the trend of the market which provides information about the
price of the same product from different websites and the quality of the product, genuineness
of the product, sale service facility of the company and after sale service facility of the
company. E-commerce market is a unique opportunity for companies to reach the customers
both existing and potential customers..
As research says that people are doing more online grocery shopping same like as they are
doing shopping electronic, mechanical, etc. as we all know that people are buying more
online products so the demand of online store has been increase. People like to buy more
from online store because they different option depend on their price limit we can get to
know about the feature of different product.
As we also know that most of people have their own mobile and most of have internet so they
know to do online shopping. And reason is for doing online is that people like stay on online
on social media site if any promotional activity is on that they peoples get the interest in
buying products. If any offer are they get know .
Online grocery store are sale their products same as per market rate, also they provide offer
so people are preferring to buy products online because they can save their time by staying at
home placing order and order will reach the home without any effort. Delivery charge is also
less and if we buy products more than certain price limit then we get free home delivery
which is one of the advantages of online shopping.
Website is design in a such a way that anyone can access to products easily, it is user
friendly, if the person having account on that website than they sending mails so that the
customer will stay connect with website and they also provide online coupons after doing
certain order which attract customers. On the website we get different brand of same product,
if the products is not available in one website we can also access another one. Today many
online grocery store are available so the products are sale at competitive price. we However
now days physical shop are also giving home delivery which is one of the disadvantage to the
online grocery store.
TYPES OF E-COMMERCE
Business-to-Business (B2B):
B2B e-commerce is defined between companies. It is the type of e-commerce that deals
among business also known as e-biz the exchange of products, services or information
between business, rather than between business and consumers ,it is used to improve
efficiency for companies. Most of the experts predicts that B2B ecommerce will continue to
grow faster than the B2C segment. Eg: indiamart.com, eindiabusiness.com, tradeindia.com
,Alibaba.com etc.
Business-to-consumer (B2C):
M-commerce
M-commerce or mobile commerce is nothing but buying and selling of goods and services
through wireless technology. Which involve handheld devices such as cellular telephones
and personal digital assistants (PDAs). Mobile Commerce involve all the transaction which
transfer of ownership or rights to use goods and services.
If the customers are satisfied then they prefer the same product and services again
and again, this help the company to grow and increase in revenue and stay in the market and
provide competitive advantage and increasing the customer lifetime value and increasing the
brand value and the negativity from the critics.
Online grocery shopping is convenience, which is the benefit to the customer. without
going physically in a particular store customer can fulfilled their needs by ordering
online without wasting of time.
Purchasing grocery online saves the time and energy of the customer.
If internet connections is available than one can save travel expenses by placing order
online.
We can do online grocery shopping from our remote location without going
particular store, even during middle of any other task one can do shopping. for
example lunch break, tea break, while doing official work , during travelling etc.
It also helpful for those person who don’t have car, bike etc. can placed order by
sitting at home.
Online shopping is 24 hours a day, 7 days a week so that one can shop any time.
Customers can get option of selecting their own delivery time, so customer can stay
home at same time.
Company recently come up with new talks with its rivals/competitor. Latest
development came into big basket paytm mall ,alibaba may invest$200 million in big
basket. They are seeking to invest about $ 200 million at the valuation to be decided
after due diligence is completed. During dropped investment Amazon did not agreed.
Recently bigbasket has talk with government of Karnataka, that they want organic
products directly from farmer. This will help the farmer to get income and also I
promote organic farming.
In india bigbasket want more kirana store so they stared scaling their B2B business by
making partnership with SnapBizz . as per report company B2B contribute 17-18 and
it also predicted to grow 25% in coming year. So they want to scale their business.
Compitation
Grofers
Nature’s basket
Fresh to home
Blue apron
Jumbo deal
Product mix
Categories of products:
Fruits & vegetables
Bread dairy & eggs
Branded foods
Households
Grocery & staples
Beverages
Personal care
Meat
Imported & gourmet
Market share
According to resent online groary market survey report according to increasing
youth population so growing the internet user percentage day by day increasing the
population of the smart phonr user and raising e commerce market.
Many of the commerce companeys such as amazon, snapdeal, flipcart and somany
companeys also venturing into india online grocery market. In 2015 nature’s basket company
nature’s basket signed a partnership with the snapdeal to sell the online grocery products,
because of the snapdeal is the good service providing for the consumer. In this time flipcart is
also expected to enter the online grocey market by offering the fruits and vegitables using
hyperlocal business model
COMPANY PROFILE
As we all know that “BigBasket’’ is India’s fastest growing online food and grocery store. As
research said that With more than 18,000 products and over a 1000 brands in our catalogue
you will find everything you are looking for right from fresh Fruits and Vegetables, different
types of rice( like basmati rice, boiled rice ,raw rice, tulsi bhogh rice),meat, chocolates,
energy drinks, bakery, cake, dry fruits, sunflower oil, dairy, dal (masoor dal , channa dal,
moong dal, sona moong dal, toor dal,arhar dal etc), green tea,etc. products from different
brands are also available in BigBasket such as amul, haldirams, Nescafe, Tropicana, ariel,
MTR bru,Britanniaetc.
We can Choose from a wide range of options in every category, exclusively handpicked to
help you find the best quality available at the lowest prices. We can select our own delivery
time slots and we will get delivered right to your doorstep, we can order the products
anywhere in Bangalore, Hyderabad, Mumbai, Pune, Chennai, Delhi, Noida, Mysore,
Coimbatore, Vijayawada-Guntur, Kolkata, Ahmedabad-Gandhinagar, Lucknow-Kanpur,
Gurgaon, Vadodara, Visakhapatnam, Surat, Nagpur, Patna, Indore and Chandigarh Tricity we
are providing different payments options like consumer can pay by online ,using your debit /
credit card or by cash / on delivery. Now at present more than 4000 employees are working
in our company. As consumer showing trust on BigBasket we are delivered best quality of
products and available 24*7 for customer service with so many options like return
,exchange ,feedback to improve or diversified products or improve our services with this
growth in BigBasket this year we crossed more than 5 million mark in delivered customer
orders. With their focus on faster delivery time, the company had delivered a lot to
customers on top of groceries.
BigBasket is an online groceries seller which helps a customer to walk away from the dull
work of grocery shopping and provides a relaxed way of groceries shopping by sitting at
home. Bigbasket allows to find different products of different brands by sitting at home or in
the office. BigBasket has helped in many ways for example - no more getting stuck in traffic
jams, paying for parking, standing in long queues and carrying heavy bags – we can get
anything which we want and it help to placed order whenever we want no specific time, it
give us option of selecting our delivery time . BigBasket predict future demand and supply ,
with the help of current data it predict the orders and avoiding wastage, So BigBasket in
favor of avoiding natural resources,human resources etc.
Hari Menon was the founder of the big basket, he was supported by his friends VS Sudhakar,
Vipul Parekh, Abhinay Choudhari and V S Ramesh. In the year 1999, they launched their
online retail website called ‘Fabmart’. Even though they did manage to get some traction but
since their idea was way ahead of its time, they could not shake the masses.
First they given their more attention on Fabmall which was online business and retail chain
of grocery store. They also merged with ‘Trinethra’ to increase their business. Within a
period of seven years they expanded their business to 200 stores across Andhra Pradesh,
Tamil Nadu, Karnataka and Kerala. At that point of time they decided to sell their business to
Aditya Birla Group but Krishnan Ganesh an entrepreneur concluded to go ahead with it. And
finally in December 2011, they launched BigBasket.com!
That was the time when they all decided to put the online business on the backseat and focus
totally on ‘Fabmall’ with all their energy. Retail chain of groceries store was named Fabmall.
Implementing many strategies and with hard work, in a matter of seven years, they succeeded
to expand their business to 200 stores across Andhra Pradesh, Tamil Nadu, Karnataka and
Kerala. Around the same time, they also decided to sell-off the business to Aditya Birla
Group.
Raj kondur the co founder of chrys capital funded $10 million in big basket soon after it
launch.
There were 15 funding rounds of more than $100 million in the whole year of 2014.UAE’s
Abraaj group has funded $150 million for the expansion of services in the smaller cities.
Existing investors those who participated in the rounds are Bessemer Venture Partners and
Helion Advisors, International Finance Corp and Sands Capital.
Just-in-time was adopted by BigBasket which meant purchased-to-order. Just-in-time model
is described by - the delivery boy directly picks up the item from the retailer, and will directly
be delivered to the customer’s door.
Recent trend “Bigbasket” is consider as fastest growing online food grocery store in
India. where we can get more than 18000 products of different brands. We can order the
products any time, from any area, it is give us option of selecting our own delivery time so
that we can stay at home. Bigbasket is user friendly website where anyone can access very
easily, can place order and used any payment method to pay.
Bigbasket also providing exclusive offer and online coupon so that customer can good quality
price at reasonable price .it also saves our time, no need to go outside once we order product
then our products will reach to our address.
Currently , Bigbasket is unable to satisfied the customer , and customer having different
issues like – quality of the products is not good as customer expectations, sometimes
bigbasket is providing delivery of rat eaten products and expired products, also the products
are not deliver in time customer have to wait for the delivery to come, they also not picking
up call , sometime they deliver wrong product, etc.
So I have selected this topic to why the customer are unsatisfied and how the problem can
solved so that company will stay in market in future. As we all know that market is tough,
more competition is their because startup company are doing their entry in market, with their
innovative ways to satisfy customer. Also Amazon has made entry in grocery store which one
of the disadvantage to the big basket because Amazon has good history in e-commerce
business. If the customer are satisfied then the business will grow, which is key of any
business so bigbasket should try to satisfy customer to stay in market. Customer satisfaction
can be by taking revive and feedback from the customer. In general if the customers are
coming regularly then we can predict that customer are satisfied. If customer like the
products most then he/she will refer big basket to other this will help to grow business.
Nowadays internet play crucial role an any business to run efficiently, Almost all the
company are using internet to communicate information to other this is most helpful for the
online companies to their business.
companies can store all the data of data of their customer can talk with them , providing
them necessary data about product and service. Due to internet one can get any information
about particular company, And one take investment decision. Internet is giving necessary
information to stakeholder, supplier , equity share holder etc.
Online grocery shopping has changed the market and the customer and the way of shopping.
they made their own and unique way to reach customer by giving them exclusive services.
Online grocery shopping has given many advantages to the customer, shopping in a
Bigbasket is same like other websites like flipkart, Amazon, etc. only difference is that in
bigbasket we gets grocery and food items. People who don’t like to go out has advantage to
him, he can order the products and can get product right to their home. As online grocery
shopping is selling products same as market price then people think that why to go out and
shop, it saves time as well as our energy. Bangalore traffic problem is in a such a condition
who like to go out and shop at such situation online grocery shopping is best option.
The process of online grocery business runs by creating and designing website, where
website is design is done for creating awareness among customer and also they it help
customer to know about company. By filling the form and placing the order they get their
product without facing any problem. so company should be aware of stock of the product or
availability of products which are mention on website.
Objective of projects report is to find out why the customers are not satisfied ,and to know
about operation of bigbasket, and how the customer will get satisfied. And methodology
which i have used is descriptive and causal research. I have also applied empirical method as
it is done on the basis of observation by questionnaire and review from the respondents and
social media. I have collected primary data as well as secondary data from the sample size of
30 respondent. I found through survey that respondent are not satisfy with big basket so we
need to changed the way of providing service to the customer.
After analysis of data which I collected it is found that customer new to make innovative to
satisfy customer which help company to grow In all aspects . they need improve the
qualiSWty of product before delivery they need to check the quality of product, they also
need to make effort to give delivery in time.
Promotion
Advertising
Some of the factor which determine how the online grocery shopping work are shown below:
Creating the Website
Designing the website itself is the most crucial part of any grocery shopping . The website
should design such a way that should give complete list of groceries that are in stock and
also price of that products.
This website also need to have a "shopping cart" where a user can add what they want to buy
from online store, it also need to have option of view and edit items that he/she is planning to
purchase. Last but not the least, website have to contain option where customers can enter
their address so that company will give their delivery oh he product to same address,
Filling the Order and Shipping
The next step is to take the submitted order and use it to collect and deliver the items on the
list. In general, fulfillment of the grocery order needs to be done manually by a stock boy or
other employee.
This process can be made easier by having a well-organized room where the products can be
easily and efficiently located. The stock person should also check to make sure that the items
placed in the order match the list that the user created.
Then, once the order has been compiled, the collection of food needs to be placed in a
vehicle and delivered to the customer.
Company has to take care that all the products which mention on the website are available
in stock or not, due to this company need to checked stock carefully to see inventory levels
are sufficient or not.
We continuously innovate to be the best destination for our customers and partners
“our vision is to be earth’s most customer centric company; to build a place where
people can come to find and discover anything they might want to buy online.”
Mission
We providing differentiated service for mobility products and solutions that that
improve the quality of life for our customer.
Slotted delivery provided, choose from 4 convenient slots in the morning and
evening.
Express delivery providing, daily essentials delivered in 90 minutes.
We providing Speciality stores of delivery, home delivery from your favorite
location like bakeries, meat shops, florist..etc…
Area of operation
Company recently come up with new talks with its rivals/competitor. Latest
development came into big basket paytm mall ,alibaba may invest$200 million in big
basket. They are seeking to invest about $ 200 million at the valuation to be decided
after due diligence is completed. During dropped investment Amazon did not agreed.
Recently bigbasket has talk with government of Karnataka, that they want organic
products directly from farmer. This will help the farmer to get income and also I
promote organic farming.
In india bigbasket want more kirana store so they stared scaling their B2B business by
making partnership with SnapBizz . as per report company B2B contribute 17-18% ,
and it also predicted to grow 25% in coming year. So they want to scale their
business.
PART-B
Model of the bigbasket
Order;
Adding the desired products to basket
Place the order
Confirm;
Recived order through email
Our egent will contract that person
Confirmation the order
Dispatch;
Make the customer order
Shipment
Cash on delivery
Rate;
Service review & rating
Swort
SWOT Analysis of BigBasket ;
Strengths
1. Product Range: Big Basket offers the customers with variety of products that are more
than 18000.
2. Exotic Range: BigBasket offer wide range of products of different categories, where
we can get option of selecting which brand we want.
3. Discounts: BigBasket.com is one website which offer wide range of discounts on
different products, due to discounts offer more and more customer are prefer to buy the
which leads to increase the sale of company.
4. Convenience: BigBasket had made make our life easy by providing best quality
products rights to your doorstep. People don’t wants to stay in quos for buying
products, people can placed order from their home by using bigbasket app from their
mobile, laptops or by computer. BigBasket is also providing multiple payments option.
5. Target Group: company had targeted main cities where best possibility of sale to
increase, currently BigBasket is doing their business in Bangalore, Hyderabad,
Mumbai, Pune, Chennai, Delhi, Noida, Mysore, Coimbatore, kolkalta,etc.
Weakness:
1. Delivery Time: Big Basket fails to deliver products at right time. Due to this people are
not ready to buy products.
2. High Variable Cost:variable cost is increasing because of more delivery boys, storage
problems, damage of the products during transportation, due to this reason cost of
product will be increase.
3. Minimum order quantity/price compulsion: Big Basket does not offer home-delivery
below a certain set order price limit. This means that customers would be forced to add
a product or two just to avail the service. This makes them lose a customer.
4. Be at home: Customers have to be at home when Big Basket is about to deliver. This
means the customers have to plan according to the delivery time. If by some means the
order gets delayed customer gets angry and unhappy by the service. On top of this they
have to pay a little add on price for the home delivery.
5. Order Cancellations: They depend on stores that they have tied-up with to provide
them the items. If they do not have the items available they won’t be able to deliver
them and this sometimes tend to cancellation of orders. Out of stock issues tend to
make the customers unhappy and repetitive of such issues makes the customers
reluctant to reuse the service.
1. Market: Indian retail market is valued at more than approx. $550 million and grocery
alone covers 60% of this share. Hence it’s a huge market with many players to
accommodate and customers to cater.
2. Grocery Growth: India is the 6th largest grocery market in the world. E-
commerce grocery market is growing with a year on year growth rate of 19%.
3. Expansion: Many cities are still not covered by these startups and Big Basket can
target them and gain the first movers advantage. They can expand to tier-2 cities and
increase their market.
4. Cross selling and Value Packaging – Cross selling is a major advantage for Big basket
as it can sell multiple products by product bundling.
RESEARCH METHODOLOGY
STATEMENT OF PROBLEMS
The problem with the BigBasket is that the customers are not satisfied with the products and
having different complaints like:
1. Delivery is not in time.
2. No quality product.
3. Unprofessional behaviors.
4. Automatic cancellation of products.
5. Delivery of expired products.
Therefore this issue need to be solved as soon as possible so that the customers are satisfied
with their products and the demand of the BigBasket rises. This problem can be solved by
improving their product quality, the delivery person, instant checking of the expiry date of the
products etc.
OBJECTIVE OF STUDY
To find out satisfaction level of existing customers
To identified issue faced by user by online shopping
To find out the reasons of dissatisfaction of customers via feedback obtained
To find the expectation of customers from a retailer
To know about strategies to attracts customers
Operation of the BigBasket
SCOPE OF STUDY
To know about various factors which consumer considered for online shopping in
bigbasket.
To determine which feature of bigbasket website attracts customer or not.
To know about customer are positively affected by online grocery shopping on
bigbasket.
RESEARCH METHODOLOGY
Research Methodology is based on Questionnaire (primary data) and secondary data which is
used to study the proper implementation of a proper research. Research is a scientific process
which defines the problem and develops a hypothesis, to collect data and information, to
analyze and bring results or provide outcome. Data are raw information which can be both
qualitative and quantitative in nature. The data collections starts after the research problem is
defined and keep in mind to collect data in two ways:
Primary Data
It consists of fresh collected data for the first time and is original in character. The collection
of primary data can be questionnaire, observation method, and Interview method, through
schedules, distributors audit etc.
Secondary Data
These data are not collected afresh and were collected and used earlier and cannot be
considered original in character. There are ways to collect secondary data like websites,
journals, companies report, reports prepared by the researchers, reports of various associated
connection with business, industries, banks etc. For this project secondary data was taken
from company’s websites and reports.
Research Approach
Target Respondent – The target respondent are the customer of the Bigbasket.
Research Design – The research design of this project is Describing Research. The collection
of primary data is through questionnaire and the collection of secondary data is through
magazines, journals and websites.
Scope of the Study – The scope of the study is limited to Bangalore, India.
Method of Data Collection – data collection method – personal interview
Survey instrument – Questionnaire.
Limitation of the Study – The sample selected for data collection which consist of customers
which regularly purchase grocery item from the Bigbasket. Respondent who are not
preferring Big basket where not taken into consideration while doing analysis.
Gender Prefer
Female 18
Male 12
Total 30
1) Prefer
male
40%
female
60%
Interpretation:
From the above pie chart we can see that out of 100% ,60% female are preferring Bigbasket
because female have sometimes have travelling problem for example they don’t know
location or they don’t know to ride the bike .on the other hand 40% of male prefer Bigbasket,
reason behind is that Bangalore traffic problems.
2) Do you prefer online grocery shopping?
a. Yes
b. No
no
21%
yes
79%
Interpretation:
From the above pie chart we can see that out of 38 respondents 30 respondents are
preferring to buy from Bigbasket because they find convenience in buying from bigbasket,
they get advantages’ like home delivery , they do not have to wait in que in buying products.
Whereas 8 respondents do not prefer to buy product from Bigbasket because of quality ,
delivery problems.
Home delivery
Offer 25%
38%
Time
38%
Interpretation:
Pie chart result shows that quarter of the people prefer to buy online grocery because of
online grocery. Percentage is less because local grocery shop are also giving this facility.
37% of the people buy grocery online because they don’t have time to on shop and buy the
products. And 38% of the customer do online shopping because of amazing offer available on
the big basket websites.
27%
Interpretation:
From the above pie chart we can see that more than 40% customer are buying from
bigbasket to have experience of online grocery buying. 27% of customer are buying from
last six month because there are getting negative as well as positive experience. 20% and
13% of customer are buying product from bigbasket for about one year and more than one
year respectively because they are satisfied with Bigbasket services.
Service
50%
10% Offer and discounts
17%
Interpretation:
From the abovewe can observethat 50% percent of the customers are buying products from
the Bigbasket website because of amazing offer they provide. This is strategy which is
followed by the bigbasket to attract the customers. Out of 23% of customer are preferring to
buy product from Big basket due price they provide for each products which is reasonable.
Only 17% of the customers like the service which is provided by bigbasket. And 10% of
customer are buying products on bigbasket because of quality.
6) Would you like to recommend Big Basket to yours friends and family?
a. Yes
b. No
c. May be
No
May be
63%
Interpretation:
From the above pie chart we can see that about 64% of the customers have refused to suggest
Bigbasket website to their friends and family, which shows that they are not satisfied with
bigbasket service or the products. Only 23% of the customer are agreed to recommend
Bigbasket to their friends and family. And about 13% of customer are confused to
recommend Bigbasket to their friends and family.
Newspaper
Social meadia
Advertisements
67%
Interpretation:
From the above pie chartwe can seethat about 67% customer has got information from the
social media. Reason behind is that today most of people are busy on the social media sites.
And about 20% of the customer got idea about Bigbasket from advertisement and less than
13% of customer knows from the newspaper.
13% 13%
Security
Highly priced
27%
Quality issue
47%
Others
Interpretation:
From the above pie chart we can analyze that about 47% of customer are facing with the
issues of quality, which is one problem which big basket is suffering. About 27% of customer
are having issues regarding priced of products. And about 13% of customer are suffering
from quality and others issues.
Yes No
100%
Interpretation:
From the above pie chart we can say that almost every product in listed in the catalog is
available in Bigbasket websites.
Yes No May be
40%
Interpretation:
According to survey it is found that about 40% of customer are not satisfied with the service
of the bigbasket, they are having different issues like time of delivery, payment issues, etc.
but we cannot deny of the facts that 33% of customer are satisfied with the big basket
services. And 27% are in ambiguity.
a. Same as before
b. Worse than before
c. Good
d. Better than before
33%
Interpretation:
we can analyse from the graph that there no change has happened regarding bigbasket
services so big basket need to make some change in service by coming up with great idea.
37% Neutral
Satisfied
Strongly
33% satisfied
Interpretation:
By seeing this pie chart i can say that result which has come by survey is not satisfactory as
only 33% respondent are in favor and rest all are not satisfied with the service.
13) How much would you like to rate BigBasket on the scale of 1-5?
a. 1 (worse)
b. 2 (bad)
c. 3(good)
d. 4 (very good)
e. 5 (excellent)
10% Worse
17%
Bad
23% Good
Very good
50%
Interpretation:
Now when we see towards rating of the company it is good but to become king of the market
it is not good rating so using some exclusive ideas give the best service to the customers.
Good
Poor
60% Average
7%
Interpretation:
Data says that it is somewhat satisfactory but the new customer will not get attracted so to
attracts the new customer the company should come up with new technique and training to
the delivery boy.
15) How much are you satisfied with the quality of the product after delivery?
a. Strongly unsatisfied
b. Unsatisfied
c. Neutral
d. Satisfied
e. Strongly satisfied
40%
Interpretation:
As quality is totally worse according to survey company require to put more attention
towards quality of the products otherwise the existing customer will switch over to other
online grocery store.
Yes No
43%
57%
Interpretation:
From the above pie chart we can say that delivery of bigbasket is worse it need to be
improvise. As per customer view 57% of customer say that product is not deliver in time and
rest 43% says that delivery is in time.
FINDINGS
While doing this project I have done interview, survey by giving questionnaire and analysis
of data which I got from survey. After doing analysis i came across many factors they are as
follows:
Almost 60% of female are preferring bigbasket as compared male because online
shopping in the big basket saves their time, it is very easy way of grocery item to
home without going outside .this shows that female are more interested in buying the
products online from Bigbasket.
Survey also indicate that almost 79% of the like to buy the product in bigbasket,
which is one of the pulse point for the company.
Analysis determine that 25% of respondents are doing online shopping because they
need home delivery,37% of customer are doing online shopping on Bigbasket because
they don’t have time, and around 38% of customer buy products because of amazing
offer which are Bigbasket providing.
40% of customer are using the Bigbasket app for first time, 27% of customer are
doing shopping in Bigbasket for last six months,20% of customer are placing order
from one year in the big basket, and about 13% of customer are doing online
shopping in Bigbasket for more than one year.
Survey also shows that more than 50% of customer like offer and discounts which
bigbasket is providing, 23% and 10% of customer like bigbasket price and quality
respectively. And about 17% of customers like service. This shows that giving offer
and discount can help the company to increase sale.
About 64% of the customer are not ready to recommend big basket to their friends
and family, 23% of customer are ready to suggest bigbasket website to their friends
and family.
Data also shows that 67% of customer got know about bigbasket from social media
site, so can say that social media is good sites for the promotional activities.
Analysis also tell us that quality of the products is not good, about 47% of customer
are suffering quality issue in big basket, and 27% have the problem of high priced.
It also shows that less than 35% of the customer are satisfied with big basket services.
If same will repeat in future then this will cause problem to stay in the market.
Less than 50% of the customers have opinion that Bigbasket has same performance as
before. about 33% of customer told that performance is good, and less than quarter of
the customer said that performance is better than before. So company need to think
how they will increase their performance.
Study also show that service which is provided by delivery boy is poor and average,
customer are not satisfied with service of delivery boy.
SUGGESTION
According to analysis following are the suggestion I would like to give to the Bigbasket.
CONCLUSION
From the project report we can conclude that bigbasket is not able to satisfy the
customer needs. The Bigbasket should increase their performance. The bigbasket is
not able to deliver product on time so they need to work on delivery service, they
should hire more delivery boys.
From the analysis we can conclude that people are buying more online because of
lack of time,offer and discounts, variety of product and also good quality they are
providing and free home delivery.
As per data analysis we can say that more people are buying online by seeing on
social media so bigbasket have to promote more on social media.
From the analysis major reason why consumersdo not prefer bigbasket is because of
prices charged by bigbasket is higher than actual market price.
The bigbasket is spending less amount on promotional expenses, it is not giving
proper focused on newspaper and magazine.
LEARNING EXPERIENCE
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