RESEARCH PROJECT REPORT

On

“A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARDS ONLINE STUDY CLASS

WITH RESPECT TO BYJU AND UNACADEMY”

Towards partial fulfillment of

Master of Business Administration (MBA)

(BBD University, Lucknow)

Guided By: Submitted by:

Session 2021-2022

School of Management

Babu Banarasi Das University

I do hereby declare that all the work presented in the research report entitled “A

COMPARATIVE STUDY OF CUSTOMER SATISFACTION TOWARDS ONLINE

STUDY CLASS WITH RESPECT TO BYJU AND UNACADEMY.” is carried out

and being submitted at the school of management for the award of Master of

Business Administration, is an authentic record of KSHITIJ SRIVASTAVA. The

work is carried out under the guidance of Dr. Afeefa Fatima (faculty guide). It hasn’t

been submitted at any other place for any other academic purpose.

KSHITIJ SRIVASTAVA
 ACKNOWLEDGEMENT

It gives me massive joy to thank each one of the individuals who have helped me

throughout my examination study. I am grateful to the School of Management, Babu

Banarasi Das University, Lucknow for having allowed me the consent to work for this

Research Report. I might want accept this open door to communicate my profound feeling

of appreciation to Dr. Afeefa Fatima (Faculty Guide) School of Management, Babu

Banarasi Das University, Lucknow for her suffering motivation, direction, intriguing

proposals, entire hearted backing and all her momentous tolerance, honorability and

graciousness which empowered me to go through effectively a decent number of

important tribulations. I recall with the feeling of extraordinary completion Prof. Dr.

Sushil Pande (Dean) School of Management, Babu Banarasi Das University, Lucknow

important support and collaboration. I accept this open door to communicate my genuine

gratitude to legitimate staff of School of Management, Babu Banarasi Das University,

Lucknow for their bunch backing and co-activity during my examination work.

At last, I additionally owe a lot to my Dear Father, Dear Mother, Husband Mother in law

and generally speaking my darling child for holding on for my distraction with this

examination report and solidified help and support. By and by, I thank who legitimately

and in a roundabout way helped me in finishing this work.

KSHITIJ SRIVASTAVA
 PREFACE

Research Report is an important a part of the Management studies. It gives the student to

discover the precious treasure of experience and an exposure to actual paintings culture

observed by the industries and thereby assisting the scholars to bridge gap among the

theories explained within the eBook and their realistic implementations.

Research performs an important function in future constructing of a person so that we can

recognize the actual world in which he has to paintings in future. The theories greatly

decorate our knowledge and provide possibilities to blend theoretical with the sensible

expertise where researcher receives familiar with certain factor of research. I feel proud to

get myself to do research at topic “A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION TOWARDS ONLINE STUDY CLASS WITH RESPECT TO

BYJU AND UNACADEMY..

This basis for this research originally stemmed from my passion for developing better

methods of data storage and preservation. As the world moves further into the digital age,

generating vast amounts of data and born digital content, there will be a greater need to

access legacy materials created with outdated technology. How will we access this

content? It is my passion to not only find out, but to develop tools to break down barriers

of accessibility for future generations.

In truth, I could not have achieved my current level of success without a strong support

group. First of all, my parents, who supported me with love and understanding, and

secondly, my committee members, each of whom has provided patient advice and

guidance throughout the research process. Thank you all for your unwavering support.
 TABLE OF CONTENT
Certificate i

Plagiarism Certificate ii

Acknowledgement iii

Preface iv

Sr. No. Chapters Page no.

1) Introduction 1

2) Review of Literature

3) Company profile

4) Objective of the study

5) Research Methodology

6) Data Analysis and Interpretations

7) Findings

8) Conclusion

9) Suggestion & Recommendation

10) Limitations of the study

11. Bibliography

12. Annexure
 CHAPTER 1
INTRODUCTION

1
 INTRODUCTION

A lot of research exists on the consumer buying behaviour and consumer satisfaction.

Understanding the expectation and perception of consumers is gaining more attraction in

the current business world. Also, various researches and studies have been done to

understand the learning-teaching methods. The modern approach of learning-teaching is

Constructivism which recognizes the learners’ understanding and knowledge based on

their own experiences. The modern methodologies of educating and learning are

exceptionally established in Constructivism. The facilitators build the information

through the dynamic cooperation of students. They direct their students to discover

answers for an issue. Educators utilize present- day conveniences like projectors, various

media helps, and online classes for educating. The way of teaching and learning has been

continuously changing in the past few years. The teacher or faculty is not just content

providers, they are now mentored and guide. Students need to develop critical thinking,

analytical, and problemsolving ability to enhance their knowledge. Learning through

videos has been a great way to develop these skills and digital technology is playing a big

role in creating and delivering such interactive videos. There has been a shift in demand

in the learning experience, parents and students are more comfortable with online

learning since it can be accessed from anywhere and anytime. As valuation touches $8B,

BYJU’S become the 3rd largest unicorn in India as of January 2020. BYJU’S is leading

the Indian Ed-Tech industry by generating maximum revenue of around $205M as of

March 2019. The company has been growing at a rate of 100% year on year for the last

three years. It has 3 million subscribe users in India. BYJU’S is solving the core problem

in the Indian education system by providing quality content across the nation through the

internet which is accessible to most of the population. This paper aims at determining the

2
satisfaction of subscribers for BYJU’S products. It focuses on a group of primary and

higher school going students and analyzes their feedback on using BYJU’S products.

STATEMENT OF PROBLEM

E-learning being completely new to India and growing popularity of smart phones and

internet connectivity has given a platform to digital education. BYJU’S app is subscribed

by 3 million people all over the Country. So this study is for analyzing the reasons for

their satisfaction. Now in the market exists several competitions among different e-

learning apps. In this situation it is very important to know whether the subscribers of

BYJUS app are happy and satisfied with the app.

BYJU’S LEARNING APP

BYJU’S is an Indian multinational educational technology company, headquartered in

Bangalore , India. It was founded in 2011 by Byju Raveendran and Divya

Gokulnath ..BYJU’S is the world’s most valuable education technology company.

Raveendran, who was trained as an engineer, started coaching students to pass

mathematics exams in 2006.In 2011, he and his wife founded an educational company

with the help of his students offering online video-based learning programs for the K-12

segment as well as competition exams. In 2012, Think and Learn entered both Deloitte

Technology Fast 50 India and Deloitte Technology Fast 500 Asia Pacific ratings and has

been present there ever since In August 2015, after 4 years of developments, the firm

launched BYJU’S: The Learning App. In 2017, Think and Learn launched BYJU’S Math

App for kids and BYJU’S Parent Connect app to help parents track their child’s learning

course. By 2018, it had 1.5 cr (15 million) users and 900,000 paid users. In July 2019,

BYJU’S won the sponsorship rights for The Indian cricket team jersey, replacing its

former sponsor OPPO. Shah Rukh Khan is the brand ambassador for BYJU’S.

3
It also trains students for examinations in India such as IITJEE,NEET,CAT,IAS and

international examinations such as GRE and GMAT. Academic subjects and concepts are

explained with 12-20 minute digital animation videos. BYJU’S reports to have 4 crore

(40 million) users overall, 30 lakh (3 million) annual paid subscribers and an annual

retention rate of about 85%. In 2019, the company announced that it would launch its app

in regional Indian languages . It also planned to launch an international version of the app

for English-speaking students in other countries. Recently, BYJU’S launched new

programs in its Early Learn App for students of kindergarten as well. In April 2021, the

company also announced the launch of “BYJU’S Future School” to be led by Founder

WhiteHat Jr and Karan Bajaj. The Future School aims to cross the bridge from passive to

active learning with an interactive learning platform blended with coding and other

subjects like Math, Science, English, Music and Fine arts through storytelling. BYJU’S

will launch the Future School in the USA, UK, Australia, Brazil, Indonesia and Mexico in

May.

Marketing refers to activities a company undertakes to promote the buying or selling of a

product, service, or good. It is one of the primary components of business management

and commerce. Marketers can direct their product to other businesses (B2B marketing) or

directly to consumers (B2C marketing). Regardless of who is being marketed to, several

factors apply, including the perspective the marketers will use. Known as market

orientations, they determine how marketers will approach the planning stage of

marketing. The term marketing, what is commonly known as attracting customers,

incorporates knowledge gained by studying the management of exchange relationships

and is the business process of identifying, anticipating and satisfying customers’ needs

and wants.

4
DEFINITIONS OF MARKETING

 According to American Marketing Association (AMA) as “the activity, set of

institutions, and processes for creating, communicating, delivering, and exchanging

offerings that have value for customers, clients, partners, and society at large”.

 Philip Kotler defined marketing as “Satisfying needs and wants through an exchange

process”. And a decade later defines it as “a social and managerial process by which

individuals and groups obtain what they want and need through creating, offering and

exchanging products of value with others.”

 The Chartered Institute of Marketing defines marketing as "the management process

responsible for identifying, anticipating and satisfying customer requirements

profitably".

 Marketing is “a set of processes that are interconnected and interdependent with other

functions of a business aimed at achieving customer interest and satisfaction”

 Marketing can be defined as “the management process that seeks to maximise returns

to shareholders by developing relationships with valued customers and creating a

competitive advantage”.

MARKETING MIX

The term ‘marketing mix’ is a foundation model for businesses, historically centred on

product, price, place, and promotion (also known as the “4 Ps”). The marketing mix has

been defined as the “set of marketing tools that the firm uses to pursue its marketing

objectives in the target market”.

THE 4PSOF MARKETING MIX

The 4Ps of marketing is a model for enhancing the components of your “marketing mix”

– the way in which you take a new product or service to market. It helps you to define

5
your marketing options in terms of price, product, promotion, and place so that your

offering meets a specific customer need or demand.

PRODUCT

Product refers to the item actually being sold. The product must deliver a minimum level

of performance; otherwise even the best work on the other elements of the marketing mix

won’t do any good.

PRICE

Price refers to the value that is put for a product. It depends on costs of production,

segment targeted, ability of the market to pay, supply – demand and a host of other direct

and indirect factors. There can be several types of pricing strategies, each tied in with an

overall business plan. Pricing can also be used a demarcation, to differentiate and enhance

the image of a product.

PLACE

Place refers to the point of sale. In every industry, catching the eye of the consumer and

making it easy for her to buy it is the main aim of a good distribution or ‘place’ strategy.

Retailers pay a premium for the right location.

PROMOTION

Promotion refers to all the activities undertaken to make the product or service known to

the user and trade. This can include advertising, word of mouth, press reports, incentives,

commissions and awards to the trade. It can also include consumer schemes, direct

marketing, contests and prizes.

6
FUNCTIONS OF MARKETING

GATHERING AND ANALYSING MARKET INFORMATION:

Gathering and analyzing market information is an important function of marketing. Under

it, an effort is made to understand the consumer.

MARKETING PLANNING:

In order to achieve the objectives of an organisation with regard to its marketing, the

marketer chalks out his marketing plan.

PRODUCT DESIGNING AND DEVELOPMENT

Product designing plays an important role in product selling. The company whose product

is better and attractively designed sells more than the product of a company whose design

happens to be weak and unattractive. In this way, it can be said that the possession of a

special design affords a company to a competitive advantage. It is important to remember

that it is not sufficient to prepare a design in respect of a product, but it is more important

to develop it continuously.

STANDARDISATION AND GRADING:

Standardisation refers to determining of standard regarding size, quality, design, weight,

colour, raw material to be used, etc., in respect of a particular product. By doing so, it is

ascertained that the given product will have some peculiarities.

PACKAGING AND LABELLING:

Packaging aims at avoiding breakage, damage, destruction, etc., of the goods during

transit and storage. Packaging facilitates handling, lifting, conveying of the goods. Many

a time, customers demand goods in different quantities. It necessitates special packaging.

Packing material includes bottles, canister, plastic bags, tin or wooden boxes, jute bags

etc. Label is a slip which is found on the product itself or on the package providing all the

7
information regarding the product and its producer. This can either be in the form of a

cover or a seal.

BRANDING:

Giving of distinct name to one’s product is called branding. Thus, the objective of

branding is to show that the products of a given company are different from that of the

competitors, so that it has its own identity.

CUSTOMER SUPPORT SERVICE:

Customer is the king of market. Therefore, it is one of the chief functions of marketer to

offer every possible help to the customers. A marketer offers primarily the following

services to the customers:

 After-sales-services

 Handling customers’ complaints

 Technical services

 Credit facilities

 Maintenance services

PRICING OF PRODUCTS:

It is the most important function of a marketing manager to fix price of a product. The

price of a product is affected by its cost, rate of profit, price of competing product, policy

of the government, etc. The price of a product should be fixed in a manner that it should

not appear to be too high and at the same time it should earn enough profit for the

organisation.

8
PROMOTION:

Promotion means informing the consumers about the products of the company and

encouraging them to buy these products. There are four methods of promotion: (i)

Advertising, (ii) Personal selling, (iii) Sales promotion and (iv) Publicity. Every decision

taken by the marketer in this respect affects the sales. These decisions are taken keeping

in view the budget of the company.

Physical Distribution:

Under this function of marketing the decision about carrying things from the place of

production to the place of consumption is taken into account. To accomplish this task,

decision about four factors are taken. They are: (i) Transportation, (ii) Inventory, (iii)

Warehousing and (iv) Order Processing. Physical distribution, by taking things, at the

right place and at the right time creates time and place utility.

TRANSPORTATION:

Production, sale and consumption-all the three activities need not be at one place. Had it

been so, transportation of goods for physical distribution would have become irrelevant.

But generally it is not possible. Production is carried out at one place, sale at another

place and consumption at yet another place. Transport facility is needed for the produced

goods to reach the hands of consumers. So the enterprise must have an easy access to

means of transportation.

STORAGE OR WAREHOUSING:

There is a time-lag between the purchase or production of goods and their sale. It is very

essential to store the goods at a safe place during this time-interval. Godowns are used for

this purpose. Keeping of goods in godowns till the same are sold is called storage.

9
CUSTOMER SATISFACTION

Customer satisfaction is a term used to describe to scenario when an exchange meets the

needs and expectations of its users. It captures the provisions of goods or service that

fulfil the customers’ expectations, as a business term, can also be used to measure how

the supply of products or services surpasses customer expectations factors influences

customer satisfaction. Consumer behaviour refers to the selection, purchase, and

consumption of goods and services for the fulfillment of their basic and fundamental

needs. There are different phases involved in consumer behaviour. Initially, the consume

rinds the needs and then goes for the selection and budgets the commodities and takes the

decision to consume. Product quality, price, service or fairness, product features are some

of the factors that influence the customer satisfaction.On the other hand, several factors

like cultural, social, personal, psychological factors influence the purchasing behaviour of

the consumer.

 CULTURAL FACTORS

Culture is crucial when it comes to understanding the needs and behaviour of an

individual. The values, perception, behaviour and preference are the factors basically

learned at the very early stage of childhood from the people and the common behaviours

of the culture. Norms and values are carried forward by generations from one entity to the

other. Culturalfactors represents the learned values and perceptions that defines consumer

wants and behaviours. Consumers are first influenced by the groups they belong to but

also by the groups(inspirational groups) they wish to belong to.

10
 SOCIAL FACTORS

Human beings live in an environment surrounded by several people who have different

buying behaviour. A persons’ behaviour is influenced by small groups like family,

friends, social networks, and surroundings who have different buying behaviour. These

groups form an environment in which an individual evolves and shape the personality.

Hence, the social factor influence the buying of an individual to a great extent.

 PERSONAL FACTORS

This consumer behaviour includes personal factors such as age, occupation, economic

situation, and lifestyle. Consumer changes the purchase of goods and services with the

passage of time. Occupation and the economic situation also have a significant impact on

buying behaviour. On the other hand, a person with low income choose to purchase

inexpensive services. The lifestyle of customers is another crucial factors affecting the

consumer buying behaviour. Life style refers to the way a person lives in a society and is

expressed by the things in the surroundings.

 PSYCHOLOGICAL FACTORS

Many psychological factors like motivation, perception, learning, and attitudes and

beliefs play a crucial role in purchasing a particular product and services. To increase

sales and encourage the consumer to purchase the service organization should try to

create a conscious need in the consumer& mind which develops an interest in buying the

service. Similarly, depending on the experiences of the consumer& experiences, beliefs,

and personal characteristics, an individual has a different perception of another. Attitude

allows the individual to develop a coherent behaviour against the class of their

personality. Through the experience that the consumer acquire, the customer develops

beliefs which will influence the buying behaviour. The factors that influence customer

vary from people to people and by culture of the people. Hence, for a successful

11
consumer oriented market service provider should work as a psychologist to procure

consumers. By keeping in mind that affecting factors can be made favourable and goal of

consumer satisfaction can be achieved. The study of consumer buying behaviour is

gateway to success in the market. Overall the result shows that the brand image, and

perceives value, price, and health concern and quality influences customer satisfaction.

IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction is extremely important because it is the way of getting feedback

from the customer in a way that they can use it manage and improve their business.

Customer satisfaction is the best indicator of how the business look like in the future.

Customer satisfaction is the best indicator of how the business looks like in the future.

Customer satisfaction helps in doing SWOT analysis that could help them to develop

their business in an advance and in a systematic way. Besides this, it will also help in

making the right decision to use the appropriate resources while manufacturing the

products. Similarly, it maintains the relationship with the existing customers and also

creates the possibility to acquire others.

CONSUMER

The consumer is the one who pays to consume goods and services produced. As such,

consumer plays a vital role in the economic system of a nation. Without consumer

demand, producers would lack one of the key motivations to produce, to sell to

customers. The consumer also forms a part of the chain of distribution. An individual who

buys products or services for personal use and not for manufacture or resale. A consumer

is someone who can make the decision whether or not to purchase an item at the store,

and someone who can be influenced my marketing and advertisement. Any time someone

goes to a store and purchase a toy, shirt, beverage, or anything else, they are making that

decision as a consumer.

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CUSTOMER

Customer is a person who uses the products of a business or organization regularly. In

other words a consumer regularly use a particular product of a particular company is

known as a customer. Normally the customers purchase durable goods from the market.

CONSUMER BUYING BEHAVIOR

Consumer buying behavior define consumer buying behavior is the sum total of a

consumers attitudes, preferences, intentions, and the decisions regarding the consumers

behavior in the market place when purchasing a product or service. The study of

consumer behavior draws upon social science disciplines of anthropology, psychology,

sociology, and economics. Standard behavioral model the standard model of consumer

behavior consist of methodical and structured process. Let us take a brief look at each

step.

PROBLEM RECOGNITION-

The first step is problem recognition. During this step, the consumer realizes that she/he

has an unfulfilled need or want. Let us use the example of consumer who has just been

informed by her mechanic that fixing her car will cost more than its worth. Our consumer

realizes that she now has a transportation problem and wants to fulfill that need with a

purchase of a car.Information searchThe next step is together information relevant to

what you need to solve the problem. In our example, our consumer may engage in

research on the internet to determine the types of vehicles available and their respective

features.

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VALUATION-

After information is gathered, it is evaluated against a consumers needs, wants,

preferences, and financial resources available for purchase. In our example, our consumer

has decided to narrow her choices down to three cars based upon price, comfort, and fuel

efficiency.

PURCHASE –

At this case, a consumer will make a purchasing decision. The ultimate decision may be

based on factors such as price or availability. For example, our consumer has decided to

purchase a particular model of car because its prize was the best she could negotiate and

the car was available immediately.

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CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

15
 CHAPTER 2

LITERATURE
REVIEW

16
 LITERATURE REVIEW

A scale of previous studies was used to assess the degree of innovation, “A literature

review is a text of scholarly paper, which includes the current knowledge include

substantive findings, as well as theoretical and methodological contribution to a particular

topic. Literature review are secondary sources, do not report new or original experimental

work.”Some of the literature reviews related to the study are:

Dr. Sangeeta Mukherjee (March 2020): The technological innovations that are adopted

by BYJU’S are highly helpful to students to understand basic and complex concepts in a

very short time. The BYJU’S App uses web-based learning, visual learning, and

personalized learning which altogether provide an immersive learning experience to

students. One of the findings is that the advertisement claims that the App makes an

interactive learning experience. The premium subscription is a bit costly for the average

earning Indian consumer.

RR Chavan, Abhishek Shukla (August, 2018): Using technology as an enabler and

unique combination of media and content adopted by BYJU’S helps it to create a learning

app for students. This paper also discusses the approach of e-entrepreneurship taken by

the founder of BYJU’S to start Edtech Company to serve maximum students through a

digital platform. Also, the emerging digital technology will provide new opportunities to

a new venture in different business sectors.

Mohd Shoaib Ansari (January 2017) Learning applications are expanding among

students. Found that portable learning applications can be extremely helpful in the

advanced education condition. Moreover, the outcomes appeared that the students have

sufficient information and attention to utilize portable innovation and the Web in their

instructive condition. Mobile App for learning is popular in higher education in India.

17
Furthermore , it is also found that student is aware of mobile Apps which provides

learning contents.

Dr. BADA, Steve Olusegun (December 2015) Found that process of learning is

individual to the learner. The learner tries to relate each and everything to the real world

what he or she has learned. Constructivism refers to self-learning and knows how to learn

things more conceptually. It emphasized critical thinking and decision making.

IBEF (April 2019) Online education in India is growing fast and many student have

access to smart phones, computers, and the internet. Integrating technology is the need of

the hour since everything is going digital. India has the largest K-12 students in the world

with over 260 million students. Also, there is a rise in low-cost smart phones,

accessibility to the internet among the students is increasing.

Forbes (October 2019) found that the backbone of BYJUS app personalized learning is

its rich learning profile. Graphs of over one lakh concepts and relationships that have

been created to design personal learning journeys -- videos, questions, adaptive flows,

quizzes, flashcards, correctional learning video, and so on. Additionally, the learning

content is also tagged to multiple other properties and parameters. This content is tagged

at the sub micro concept level which helps the algorithms create a smooth learning curve

for the student so that they feel challenged, yet motivated

Financial Times (December 2019) Found that, BYJU’s has around 3 million subscribers

who are school going students. BYJU’S has made India an emerging ground for testing

the Ed-tech industry. It is estimated by KPMG and Google that India’s online learning

sector will reach $2B by 2021.

The Indian Express (April 2020): After nationwide lockdown in India, there was an

increase of 150% in new enrollment on the BYJU’s App. BYJU’s has also started free

live classes on its platform for class 4 to class 12 students in India.

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Business Insider, India (December 2019): Found that BYJU’s secret of success is

engagement and effectiveness. By adding interactive videos and media on its platform, it

has made the learning fun and interactive. In 2018, BYJU’s spend Rs.185.5 Cr on

advertising.

Jared Keengwe, Terry T Kidd, (2010): This article examines a review of literature

related to online learning and teaching. The authors provide a brief historical perspective

of online education as well as describe the unique aspects of online teaching and learning.

The barriers to online teaching, the new faculty roles in online learning environments, and

some implications for online learning and teaching are also provided. This article is

intended to stimulate reflections on effective strategies to enhance faculty success in their

transition from traditional pedagogical platforms to online learning and teaching.

Jan Herrington, Ron Oliver, Thomas C Reeves (2003): The use of authentic activities

within online learning environments has been shown to have many benefits for learners in

online units and courses. There has been renewed interest in the role of student activities

within course units, as constructivist philosophy and advances in technology impact on

educational design and practice. Courses based on these principles have been used

successfully across a wide variety of discipline areas. In spite of the growing evidence of

the success of authentic learning environments, they are not without their problems. They

discuss patterns of engagement that have emerged from our own research on authentic

learning tasks, in particular, the initial reluctance to willingly immerse in learning

scenarios that some students experience, and the need for the suspension of disbelief

before engaging in the task. The paper proposes ten characteristics of authentic activities,

based on educational theory and research, which have been used as criteria for the

selection of existing online units or courses for in depth investigation. The paper includes

a short review of the literature, a description of the research and some preliminary

19
findings and identification of issues related to the necessity for students to willingly

suspend disbelief in order to fully engage in learning scenarios based on authentic tasks.

Raven M Wallace(2003): Online learning has become a widespread method for

providing education at the graduate and undergraduate level. Although it is an extension

of distance learning, the medium requires new modes of presentation and interaction. The

purpose of this article is to provide an overview of the existing literature in

communications, distance education, educational technology, and other education-related

fields, to articulate what is currently known about online teaching and learning, how the

field has been conceptualized in the various research communities, and what might be

useful areas for future research. The review indicates that, although there has been

extensive work to conceptualize and understand the social interactions and constructs

entailed by online education, there has been little work that connects these concepts to

subject-specific interactions and learning. That is, the literature provides insights into

social aspects of online teaching and learning such as the development of community, the

social roles of teachers and students, and the creation of online presence. The review

recommends future research into how these social, personal, and interpersonal aspects

relate to subject matter learning, the impact of differences in subject matter, and how

students learn online.

Ritanjali Panigrahi,Praveen Ranjan Srivastava, Dheeraj sharma(2018): The use of

Technology to facilitate better learning and training is gaining momentum worldwide,

reducing the temporal and spatial problems associated with traditional learning. Despite

its several benefits, retaining students in online platforms is challenging. Through a

literature review of the factors affecting adoption, the continuation of technology use, and

learning outcomes, this paper discusses an integration of online learning with virtual

communities to foster student engagement for obtaining better learning outcomes. Future

20
directions have been discussed , the feedback mechanism which is an antecedent of

students’ continuation intention has a lot of scopes to be studied in the virtual community

context. The use of Apps in m-learning and the use of cloud services can boost the ease

and access of online learning to users and organizations.

Rebecca A Croxton, (2014): Enrollment in online courses is rapidly increasing and

attrition rates remain high. This paper presents a literature review addressing the role of

interactivity in student satisfaction and persistence in online learning. Empirical literature

was reviewed through the lens of Bandura’s social cognitive theory, Anderson’s

interaction equivalency theorem, and Tinto’s social integration theory. Findings suggest

that interactivity is an important component of satisfaction and persistence for online

learners, and that preferences for types of online interactivity vary according to type of

learner. Student–instructor interaction was also noted to be a primary variable in online

student satisfaction and persistence.

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 CHAPTER 3

COMPANY PROFIE

22
COMPANY PROFILE

23
 CHAPTER-4
OBJECTIVES
OF THE STUDY

24
 OBJECTIVES OF THE STUDY

 To find out the factors motivating customers to prefer BYJU’S learning app

 To identify the satisfaction level of BYJU’S learning app.

 To know about the performance and quality of BYJU’S learning app.

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 CHAPTER-5
RESEARCH
METHODOLOGY

26
27
 CHAPTER-6
DATA ANALYES AND
INTERPRETATION

28
CHAPTER-7
FINDINGS

29
FINDINGS

30
CHAPTER-8
CONCLUSION

31
CONCLUSION

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 CHAPTER-9
RECOMMENDATIONS

33
RECOMMENDATIONS

34
CHAPTER-10
LIMITATIONS

35
LIMITATIONS

36
BIBLIOGRAPHY

37
BIBLIOGRAPHY

38
ANNEXURE

39
QUESTIONNAIRE

40