Analysis of Customer Expectations From An Organic Products Portal

ANALYSIS OF CUSTOMER EXPECTATIONS
FROM AN ORGANIC PRODUCTS PORTAL
TABLE OF CONTENT
SL.NO
CONTENT
Executive Summary
CHAPTER 1. Introduction
3
4
5
6
CHAPTER
2.
Industry
PAGE NO.
and
Company
Profile
CHAPTER 3.Theoretical Background of
the study
CHAPTER
4.
Data
Analysis
and
Interpretation
CHAPTER 5. Finding, Suggestions and
Conclusion
Bibliography
Annexure
Department of MBA-RNS Institute of Technology, Bangalore.
1|Page

List of Tables
SL.
NO
1
2
PAGE
TABLES
NO.
Table Showing about gender who have responded

for the survey
Table showing qualification of the respondents
who are all organic product purchasers

Table showing the respondents Income status
Table showing the age group of the respondents.
5
6
7
8
9
10
11
Table showing type of customer purchasing the

organic products.
Table showing the frequency of purchase of the
organic products by the customer.
Table showing the respondents opinion that why
they prefer to buy online.
Table showing where the respondents usually
buy the organic products.
Table showing why the consumer prefers to buy
organic products online.
Table showing the respondents opinion about the
portal to provide hands on experience with
respect to About we page.
Table showing the showing the respondents
opinion about the portal to provide hands on
experience with respect to Testimonials.
SL.
TABLES
NO
PAGE
NO.
2|Page

12

experience with respect to FAQ Page
13
14
15
16
17
18
19
20
21
SL.
NO
22
23

experience with respect to Reader friendly
experience with respect to Key words
experience with respect to Relevant product
experience with respect to Internal links that
experience
with
respect
to
Content
experience
with
respect
to
Easily
experience with respect to Better site search
Table showing the statics of the respondents
opinion scales on the below statements.
Table showing the statics of the respondents
opinion scales on the below statements
PAGE
NO.
TABLES
Table showing the statistics of the respondents opinion
scales on the below statements
Table showing the statistics of the respondents opinion
3|Page

24
Table
showing
respondent
opinion
towards
organic
product preference due to that portal leads to impulsive

buying.
Table showing the respondents opinion about the portal
25
provide good mechanism of review with respect to

Customer centric
Table showing the showing the respondents opinion
26
about the portal provide good mechanism of review with

respect to Customer are thought new skills
27

about the portal to provide hands on experience with
respect to Enriched social engagement
28

respect to Sharing of health information
29
Table showing the respondents opinion about the portal

to provide hands on experience with respect to Better
than offline buying business
30
31
Table showing the difficulties that the respondent comes

across while buying online correspondingly.
Table
showing
available
the overall satisfaction
organic
products
portal
towards
the
according
to
respondent.
LIST OF GRAPHS
SL.NO
GRAPHS
PAGE
NO.
4|Page

1
Graphs Showing about gender who have responded for

the survey
Graphs showing qualification of the respondents who
Graphs showing the respondents Income status
Graphs showing the age group of the respondents.
Graphs showing type of customer purchasing the
Graphs showing the frequency of purchase of the
Graphs showing the respondents opinion that why they
Graphs showing where the respondents usually buy the
Graphs showing why the consumer prefers to buy
are all organic product purchasers
organic products.
organic products by the customer.
prefer to buy online.
organic products.
organic products online.
Graphs showing the respondents opinion about the
10
portal to provide hands on experience with respect to

About we page.
11
Graphs showing the showing the respondents opinion

respect to Testimonials.
12

respect to FAQ Page
SL.NO
13
PAGE
NO.
GRAPHS

respect to Reader friendly graph
5|Page

14

respect to Key words
15

respect to Relevant product content
16

respect to Internal links that add value to the
information
Graphs
showing the showing the respondents opinion
17

respect to Content personalization
18

respect to Easily understandable content
19

respect to Better site search
20
21
22
Graphs showing the statics of the respondents opinion

scales on the below statements.
Graphs showing the statics of the respondents opinion
Graphs showing the statistics of the respondents
23
24
PAGE
NO.
GRAPHS
SL.NO
Graphs showing the statistics of the respondents

Graphs showing respondent opinion towards organic
product preference due to that portal leads to impulsive
buying.
6|Page

25
portal provide good mechanism of review with respect to

Customer centric
26

about the portal provide good mechanism of review with
respect to Customer are thought new skills
27

respect to Enriched social engagement
28

respect to Sharing of health information
29

portal to provide hands on experience with respect to
Better than offline buying business
30
31
Graphs showing the difficulties that the respondent

comes across while buying online correspondingly.
Graphs showing the overall satisfaction towards the
available
organic
products
portal
according
to
respondent.
EXECUTIVE SUMMARY
E-commerce companies position themself to become a market leader in
offering the merchants and the consumers a uniform and trouble-free way
to purchase the merchandise online. The companies offers a business-toDepartment of MBA-RNS Institute of Technology, Bangalore.
7|Page

business solution for online merchants of physical, non-perishable
products. Organic products are one among major player in the online
business.
Fundamentally organic products are different from conventional products.

They provide
a healthier
diet,
with
many
more advantages
for
the
human body which are correlated with environmental conservation and

with the nature laws. The culture of using organic product is evolving
upward in recent years, but in a moderate phase.
This survey and analysis is conducted to better understand the progress

which
is
currently
in
organic
products usage and also to better
understand the growth of portal usage for online product purchases. This
study is focused on evaluating the strengths, weaknesses, opportunities and
threats involved in the online business and Organic products business
online and determine solutions for future development.
The main objective of this project is Analysing customer expectations

from an organic products portal; a study for building customer centric
portal with reference to data talk ltd.
To identify the factors that increase customer interaction and engagement on
the web. To investigate the role of an organic food products portal in
consumer buying process. To assist the organization (data talk) in exploring
key area to be considered while designing an organic products portal. To
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explore the relationship between various demographic variables and
customer expectations from an organic products portal.
Consumer portals are the mixer of hardware and software which enables
two way communications and allows the customer to access the information
on the web. The companies create online customer portals to provide a selfservice option and which minimizes the support cost for the company. There
are many motives of consumer adoption of e-commerce and these motives
are primarily personal (Self-gratification, physical activity and sensory
stimulation) and social communication with their friends and own group
status etc. The advantages of Organic products are numerous, among them
are included - production of tasty food, with authentic and attractive
nutritional qualities; & respect and protect of the natural ecosystems and
their genetic diversity, significant contribution to sustainable development,
increase economic activities.
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CHAPTER: 1
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CHAPTER 1
Introduction to the Internship
The 12 week internship was carried out at Data talk solution, Bangalore. An
organisation study followed by a study of research problem related to a topic
in marketing was a part of this endeavour. The research project was carried
out in reference to the topic.
The main objective of this project was Analysing customer expectations
from an organic products portal; a study for building customer centric
portal with reference to data talk ltd.
Objectives of the study

1. To identify the factors that increase customer interaction and
engagement on the web.
2. To investigate the role of an organic
products portal in consumer
buying process
3. To assist the organization (data talk) in exploring key area to be
considered while designing an organic products portal
4. To explore the relationship between various demographic variables
and customer expectations from an organic products portal
Consumer portals are the mixer of hardware and software which enables
two way communication and allows the customer to access the information
on the web.
The companies create online customer portals to provide a self service
option and which minimizes the support cost for the company.
Online customer portals were originally created for the transmittal data and
also for the purchase records. This online portal will help us to reach the
products easily. This portals will provide a place for centralize information
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and also for the tools. This will also provide customer relationship
management to acquire more customers and managing and sustain your
relationship.
The effective elements for the customer portal to be effective are to enable
the peer-to-peer interaction the companys ability to answer the question of
the customer by allowing them to ask.
Your organization should provide a safety net for your customers by opening
up the portal into the online based marketing by including peer-to-peer
community features. Secondly it must have a good search engine meant for
the source of information in your portals single search engine will enable
your search that makes customer to reach all blogs, files, discussions,
support documentation on the portal. Thirdly there should be segmentation
of customers using different products which makes the search to be more
relevant and accessible to fund answers faster.
Lastly it should have exclusive information and updates in the online
customer portal must run as much of your company communicated.
This online customer portal gives your customer much needed access to
information of company, products, customers etc. In order to motivate
customers to use portal, you need to make it worthwhile platform.
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Topic chosen for the study

Analysing customer expectation from an organic product portal; a study for
building customer centric portals with reference to Data talk ltd.
Consumer expectations:
Influence factors in purchase decision online
According to the Linda burros (2010) study it has been figured that 95.5%
on pricing and shipping information sticker shock shipping warranty and
service prices on the product page looks and credible trust worthy 76.5%
lie they see the security Steve riling mailing address etc.... product displayed
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on homepage 70.8%. That homepage must have all these stuff.
Visually appealing 66.7% manage people and per in the right way.
Need for the study

Organic market is growing vastly and there are no big players who are
playing in organic portal industry.
This could help the consumer to get awareness and also be able to reach the
organic products easily.
Scope of the study

The study was conducted only for the online portal users and the scope of
the study is focusing only on the organic consumer no matter both offline
and those who are already buying online so what factors makes them to go
for online.
Methodology adopted for the study

Research design
The analysis was done based on the data collected both on primary and
secondary sources.
Here we have applied descriptive studies for this internship.
As the name suggests descriptive study tries to cover answers to the
questions i.e. who, what, when and how of the research.
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The researcher attempts to describe or define a subject often by a
profile of group of problems or people etc.
Method of data collection
The data was collected through primary and secondary sources.
Primary data: The primary data was collected through the response for the
questionnaire generated. The purpose with the question was to gather
information about consumer perceive.
Secondary data: With company information, statements, policies, profile etc
is collected from the records and the branches available.
Sampling design
Sampling method: convenience sampling and e sampling
Sample unit
Sample size: 60
Tool for collection of data: structured quest.
Review and literature

C. Ranganathan and Shobha Ganapathy (2014) say that due rapid growth in
the e commerce over internet has filled predictions and speculation about
what makes a business to consumer (B2C) website effective.
But yet there must be few empirical studies this issue.
The key characteristics of a B2Cwebsite as perceived by online consumers
based on survey 2014 online shoppers are information content design,
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security, and privacy. All these dimensions seem to have greater effect
on purchase intent of consumers.
2. According to Anna Blomqvist (May 2015) Online consumer behaviour
differs slightly from traditional. The major concerns for consumers when
purchasing items online is trust issue in buyer-selling relationship which
happens that seller will have one information than the buyer about the
product or service quality (Be & Pavla 2002)
There are many motives of consumer adoption of e-commerce and these
motives are primarily personal (Self-gratification, physical activity and
sensory stimulation) and social communication with their friends and own
group status etc.
3. Rainu tanveer singh (May 23, 2013) organic products articles there in
increase in consumption of organic food products as of rising awareness of
healthy food is major shift in for organic products, especially fruit and
vegetables in the cities as about 62% metropolitans by organic and an
increase of 95% in the last 5 yrs according to the survey undertaken by the
associated chambers of commerce and industry of India (ASSOCHAM)
According to Anuradha Reddy portal designing is one of the critical parts of
marketing strategies as well in addressing security concerns. It should be
emphasized in navigation privacy and security (or the trust) it needs to be
seen as virtual store from the consumers point of view and should gain
consumers trust to experience meaningful shopping experience. It should
correlate the experience at a store in person. Consumers develop trust
basing on their website security and safety of the portal.
The satisfaction level derived by consumer depends in the authenticity and
believability of the information offered by a portal.
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LIMITATIONS OF THE STUDY
The study was confined to a limited time period. Expenditure involved were
to be limited and very few respondents promptly spend time in answering
the survey questionnaire.
CHAPTER: 2
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CHAPTER 2 - COMPANY PROFILE
Datatalk Knowledge Solutions

Software Development
About:
Datatalk knowledge solutions is an IT services company.
Datatalk was founded in 2010 with the purpose of providing customizable,
scalable software products and solutions at low cost of ownership. Datatalk
is guided by the belief that it has an important stake in the success and
growth of its customer's businesses. Thus, the approach has always been to
partner our customers to achieve increased reliability, operational efficiency,
and the flexibility to adapt to the ever-changing business regulatory
environment.
Datatalk aims to be an innovative IT group with world- class products and
services. Datatalk knowledge Solutions has been configuring software
solutions for more than a decade across several verticals. It ensures that its
products and solutions meet the need and reflect international standards,
business trends and technological developments.
Datatalk started operating in Bangalore, India by a small team of
Technocrats after having worked in the IT Industry over a decade with strong
technical skills combined with a vision to create new things and to
established a professional, value driven organization.
Datatalk offers expertise in the areas of IT services, Telecom product
development, e-commerce and mobile computing. Datatalks goal is to be an
extended arm of product companies and enable them to ensure good quality
productization of their ideas in a smarter way. Since its inception in the
year 2010 , Datatalk has grown from strength of 4 people to 50 people.
Innovative Products
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Datatalk provide comprehensive and tailored solutions for the respective
industry segments they address. The products combine an extremely userfriendly front-end with robust backend processes to help users manage their
end-to-end processes and help clients deliver services efficiently and at low
total cost of ownership in a secure operating environment.
Datatalk has executed complex projects for several leading companies.
Currently datatalk is developing a platform for organic products. The
platform provides opportunity for Organic farmers and Organic product
brand to explore new markets and expand horizon
VISION
Datatalks visions to ensure that the products and services we develop
exceed customer expectations and reflect international standards, business
trends and technological developments.
Partners
Datatalk believes that partnerships bring in win-win propositions to the
customer, the Partner and us. We listen to our partners suggestions and it
helps us adapt to changing markets, requirements, and technological
advancements. Datatalk has strategic partnerships with global leaders in
technology products that help us deliver software products and solutions
that bring real business value to our clients. These alliances offer Datatalks
clients the assurance of best-in-class business and technology solutions.
Products and Services
Web Solutions
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Web Development
Website Design
Website Redesign
Website maintenance
Web hosting
Domain registration
Email Services
Logo Design
Brochure Design
Digital Marketing
SEO Services
SMO Services
PPC Management
Email Marketing
Bulk SMS marketing
Software Development
Industrial ERP Solutions
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Educational ERP
CRM Solutions
Career Portal Solutions
Application Development
Classified Solutions
E-commerce Solutions
Competators
Pinstorm
Techshu
Reprise Media
K Web Maker
JWT
SWOT ANALYSIS
SWOT Analysis An acronym of Strengths, Weaknesses, Opportunities and

Threats is a technique to structure the current situation of a company or a
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field / business sector in terms of internal and external critical
elements. This is an effective method used to identify the potential
areas, the priorities for strategic planning and to create a common
vision of achieving the development strategy.
Strengths, describe the strengths of the analyzed company/field and

represent the items that they have at a higher level compared with
other sectors, which assures a certain advantage to them.
Weaknesses or disadvantages describe characteristics of the area examined,
which means lower performance compared to other areas or Resources it
needs but does not possess.
Opportunities are favorable opportunities from outside and are positive
external factors, "opportunities" offered to the field/sector to establish a new
strategy or to reconsider the existing strategy in order to exploit profitably
opportunities arisen. Opportunities exist for each area and must be
identified to determine on time the appropriate strategy for their recovery.
Threats are unfavorable circumstances that may occur at any stage.
Obstacles
you
face,
competitors
counter
acts,
quality
standards/specifications for job/products or services changing technology

threatening your position?
Datatalk is an information technology company that provides data center

services and solutions for mid-tier enterprises. This SWOT profile provides
an strategic analysis of the company's businesses and operations in organic
product domain. The profile shows a comprehensive view of the company's
key strengths and weaknesses and the potential opportunities and threats.
Categories: Market analysis

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Description: Companies in this market face an increasing demand for
their products and services. Higher competition might be possible.
Strengths
Domestic market
Skilled workforce
Experienced business units
High growth rate
Weaknesses
Investments in research and development
High loan rates are possible
Productivity
Tax structure
Opportunities
Venture capital
Threats
Financial capacity
Price changes
Increasing rates of interest
Increasing costs
Rising cost of raw materials
Tax changes
Growing competition and lower profitability
External business risks
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Organic farming & products , fundamentally different from conventional
agriculture provide a healthier diet, with many advantages for the
human body that are correlated with environmental conservation, with
nature and its laws. The culture of using organic product is evolving upward
in recent years, but in a moderate phase. To know better the progress
which is currently in organic products usage , we have made a SWOT
analysis highlighting the strengths and weaknesses, the opportunities and
threats that may help to promote well based and much more determined
solutions on future development.
The advantages of Organic products agriculture & usage are numerous,

among them are included - production of tasty food, with authentic and
attractive nutritional qualities; & respect and protect of the natural
ecosystems
and
their
genetic
diversity,
significant
contribution
to
sustainable development, increase economic activities with an important

added value in raising interest in the countryside;
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Working @ Datatalk
Want to join Datatalk team?
At Datatalk we are all in it together. There is one ambition, one purpose, and
ultimately one team. We ask our people to work together to help us realise
our potential as a business and be trusted advisors to our customers and
partners. We need people who see the value in what we do - both for our
customers and the economy. We need people who look at their role through
the eyes of the customer, and assess their performance as though they were
the CEO.
As a business, we cant afford to stand still, so our people cant either. We
need people who challenge the status quo, people who want to develop and
take what they do to a new level. It doesnt matter whether you are applying
for a receptionist role or a leadership role - we need you to be able to connect
to our purpose and our ambitions, and then do everything you can to take
your personal impact to a new level. Together, and only together, we will win.
Datatalk offers opportunities for enthusiastic and talented people who want
to boost their career by joining a fast growing company.
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INDUSTRY PROFILE
According to Wilson, Zeithaml, (2008) marketing is not like the traditional
marketing anymore. It has become focusing on relationship marketing now
i.e. customer also involve the whole business process and research has
identified 5 factors that influence consumers purchase decision on portal
i.e. low-price, private label brands are brand, brand related activities
(advertising & word of mouth) demographic factors, purchase intention,
attitude etc.
Brand itself will not contribute in buying; however food product will be
bought price quality relationship in most important factor.
E-commerce giant like Amazon modifies the portal based demographic and
psychographic segmentation which has segmented the market.
According to the research there are many things needs to be considered that
customer portals helps to easily encourage the information sharing between
the customer. Customer centricity of the portal is necessary for your
organization to grow and survive. This will ensure your business strategy to
be implemented in a right way so as to target the right customers.
Customer centric profile provides ultimate use to communicate these
suggestions with customer and also they can also communicate the same. If
products are better aligned with customer expectation and this helps the
organization better respond to the increasing demand of the customers.
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CHAPTER: 3
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CHAPTER 3
THEORETICAL BACKGROUND OF STUDY
Operational Definition and Concepts of Consumer Portal
Definition Consumer Portal is one through which Company can promotes
their product, they can sell transact using GUI (Graphical User Interface)
and it contain a wide variety in form of news, information, links and many
services. Marketing through portal is very big competitive industry and there
is a big demand for the product and services through this.
Most of the company use this consumer portal to attract and keep large
audience. This is no correct business model for this. My research will define
the portal business model and will give the key factors for the success of the
industry. Presently this industry is blooming ad most of the Entrepreneurs
are starting their Business in this.
On the background of Consumer Portal the important thing is the
customer loyalty and we should focus on how to improve that and build long
lasting customer relationship.
From Seth Rand (March 2014) says that these are things to be
considered while designing a portal.
Selecting a domain and Host:It is said that with great domain names like Google and Yahoo will
gives us much clear picture about the company details. If your
business is easily accused through in turn gets more customers.
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Colour Background/Scheme:Color Schemes are more important. Choosing different colors will
make to evoke emotional responses like alum, or frustration. When it
comes to selecting colors in your website, design, it is important to
concentrate on companys niche, target audience, branding.
Functionality:When we talk about functionality i.e., website functionality in literal
sense i.e., we need to check on contact forms, customer feedback,
surveys sections of your site in working properly. Functional issue can
prompt a customer to unit from the portal.
Branding:Branding logo contribute a lot. Various options professionally designed
logos will help the business to improve. The location on your site that
the brands logo must appear should be very catchy. The logo must
also appear in packaging, print advertising, branded apparel.
Navigation:Website is difficult to navigate then definitely it makes the customer to
leave the site. It increase your sites navigation conduct in-depth site
in format improve a visitors ability to navigate you must insert a site
map.By eliminating the unnecessary or underperforming pages helps
to improve brands online presence.
Visibility:Your portal is likely to increase the customer interest and encourage
business. Your portal will get more visibility by displaying product and
service information in a clear, concise manner. You should be sure
that your website has many features that a customer be able to easily
accessible. The layout of your portal should encourage social sharing
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and further interaction on your brand. These will optimize the
site visibility.
Call of Action:Placing a Contact us today will encourage customer to contact your
organization which in turn develops and encourage a relationship with
its customers and this will call to action which will help to solve the
customer queries. They will enjoy participating in your portal and
rewards loyalty customer.
Short Loading Times:Slow loading times will make the customer to become unhappy about
the site. You should test your portal ahead of time will help to know
about loading time issues. Short load time helps the customer to
search the products and services whenever they want. If your portal
does not then other competitors will.
Compatibility with multiple Browsers:The internet explorer and Chrome to firebox safari. It can be reachable
from all multiple browsers which make the portal to be flexible enough
to reach out the customers who are practised to browse from all.
Customer Testimonials:Testimonials of the customer can help to popularise your business. By
building an appropriate customer testimonials helps to have a loyal
customer database. If customer gives a recorded testimonial create a
branded video. If your portal is genuine with testimonials it gains
more new customers.
What are uses of Online customer portal:1) It helps in scalable customer relationship management.
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This is an appropriate way to contact and sell your product to your
customer. Managing your relationships with large customer has
become more competition. So having an online portal helps to manage
everyone i.e., bill payments purchase records order history option to
your customer minimizes interest will help to give the feedback
immediately which is not possible in the traditional market.
2) You can deliver Self-service option and lower support cost.
A Portal makes people to search for all the products and online
customer portal will help the customer only destinations to administer
transactional data such as bill payment purchase records and order
history.
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CHAPTER: 4
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CHAPTER 4
ANALYSIS AND INTERPRETATION
Table 1:
Table says about gender who have responded for the survey
Choices Number
Male
23
Female 27
Percentage
46%
54%
Analysis: 46% of are male respondents. 54% are female ones.

The majority are female buyers and with a slight deviation male candidates
are less.
Interpretation: It can be inferred from the graph In India most of the

women's are the one who take the decision for buying monthly groceries and
all other stuff. So it's very obvious for females to lead in such case.
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Table 2:
Table showing qualification of the respondents who are all organic product
purchasers
Choices
Respondents
Percentage
High school
0%
PUC
18%
Graduation
28
56%
Post-Graduation
13
26%
Analysis: 18% of the respondents are PUC holders .56% of the respondents
from which data collected where Graduates .26% of the respondents where
post graduates. The majority of the people are graduates and few are post
graduates.
Interpretation: It can be inferred from the above graph Comparing with all
other age groups, graduate students are quiet conscious what's going on in
and around. Probably they have more link with social networks which helps
them to get awareness on health tips.
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Table 3:
Table showing the respondents Income status
Choices
Respondents
Percentage
<20,000
13
26%
21,000 to 40,000
16%
41000 to 60000
12%
>60000
23
46%
Analysis: From the table it is clear that 26% of the respondents are salary
is less than 20,000.16% of the respondents salary is in between 21,000 to
40,000.And 12% of the respondents salary is in between 41000 to
60000.46% of the respondents salary is more than 60,000. The majority of
the peoples salary is above 60000.And fewer people it is below 20000.
Interpretation: It can be inferred from the above graph Generally organic

products are little expensive in comparison to general products in the same
category, so affordability factor comes to picture.
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Table 4:
Table showing the age group of the respondents.
Choices
Respondents
Percentage
<20
20 to 30
0
38
0%
76%
30 to 40
12
24%
>40
0%
Total
50
100%
Analysis: It is clear from the table that 76% of the respondents are in the
age group of 20 yrs.to 30 yrs.old. And 24% of the respondents are in the
group of 30 to 40yrs old. The majority of the buyers are at the age group 20
to 30.
Interpretation: It can be inferred from the above graph Age group of 20-30
are mostly those who are very aggressive buyers, indicates towards the
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majority population in India also who are the best age group for any
product company to target.
Table 5:
Table showing type of customer purchasing the organic products.
Choices
Respondents
Percentage
Individual
46
92%
Organization
8%
Analysis: It is clear from the table that 92% of the individuals are
employees. And 8% of the individuals are employers. The majority of the
buyers are individuals.
Interpretation: It can be inferred from the above graph No company will

add cost to company by increasing their budget, so individuals are the ideal
customers.
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Table 6:
Table showing the frequency of purchase of the organic products by the
customer.
Choices
Respondents
Percentage
Once in a month
37
74%
Twice in a month
12
24%
Thrice in month
2%
More than three
0%
50
100%
times a month
Total
Analysis: From the table is clear that 74% of the respondents by once a
month. 24% of the respondents by twice a month and 2% of the respondents
by thrice a month. The majority of them buy once a month and very few
prefer buying twice.
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Interpretation: It can be inferred from the above graph Price & time
factor bars most Indian to go for premium products repeatedly
Table 7:
Table showing the respondents opinion that why they prefer to buy online.
Choices
Respondents
Percentage
Better quality
17
34%
Value for money
6%
Swadeshi
14
28%
Health reasons
16
32%
Total
50
100%
Analysis: From the table it is clear that 34% of the respondents buy
because for the better quality of the products.6% of the respondents buy for
the value for the money they buy.28% of them buy as it is a swadeshi
products .And 32% of them for their health reasons. most of the people like
to buy organic because of better quality and health reasons. Few of them
buy because as it is Swedish products
40 | P a g e

Interpretation: From the above graph it can be inferred that Heath &
Quality wins the minds of consumers if its available in one click without
putting physical effort, that's what today people demand.
Table 8:
Table showing where the respondents usually buy the organic products.
Choices
Respondents
Percentage
Kirana
2%
Wholesale stores
8%
Malls
8%
If you would like
41
82%
50
100%
shops/small
shops
to buy online
Total
Analysis: From the table it is clear that 2% of the respondent buy from the
kirana shops.8% of them buy from wholesale stores.8% of them buy from
41 | P a g e

malls.82% of them buy from online. it can be inferred that most of the
people prefer buying online .
Interpretation: From the above graph Cost and time saving are two things
people look for in today's era due to their busy schedule. Online portals
ensure the same feasibility for their customers.
Table 9:
Table showing why the consumer prefer to buy organic products online.
Choices
Respondents
Percentage
Convenience
4%
Visual factor
17
34%
Quick response
31
62%
Flexibilty
0%
Total
50
100%
Analysis: It is clear from the table that 4% of the people prefer to buy
organic product because of convenience factor.34% of the people prefer to
42 | P a g e

buy because of visual factor. 62% of them prefer to buy because of
quick response. Most of the people prefer buy online due to quick response
and secondly visual factor.
Interpretation: From the above graph it can be inferred that live chat,
Ratings and reviews unique features available for each and every product
helps online buyers to get a details knowledge about the product before
ordering anything. On the other side its completely opposite in case of retail
store
Table 10:
Table showing the respondents opinion about the portal to provide hands on
experience with respect to About we page.
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
18%
Neutral
32
64%
Disagree
18%
Strongly disagree
0%
Total
50
100%
43 | P a g e

Analysis: It is clear from the table that 18% of the respondents agree
that it provides.64% of them have neutral opinion on it.18% of them
disagree with the statement that it provides hands on experience. Most of
the people have no strong opinion the service provider information.
Interpretation: From the above graph it can be inferred that Its prefixed for
a buyer visiting online store what product what he/she wants to order. If the
purpose of visiting online store is fulfilled then buyer will switch to another
available option. So its a neutral opinion on the same.
Table 11:
Table showing the showing the respondents opinion about the portal to
provide hands on experience with respect to Testimonials.
Choices
Respondents
Percentage
Strongly agree
0%
Agree
19
38%
Neutral
14
28%
Disagree
17
34%
Strongly Disagree
0%
Total
50
100%
44 | P a g e

Analysis: From the table respondents it is clear that 38% of agree
with the statement.28% of the respondents has neutral opinion that it
provides hands on experience with respect to testimonials.34% of the
respondents disagree with it. it can be inferred that most of the people says
providing testimonials is important.
Interpretation: From the above graph its all about the users experience
after the usage of the product, can be bad or good. Certainly its helpful for
other buyers for the same product or the portal.
Table 12:
provide hands on experience with respect to FAQ Page
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
8%
Neutral
29
58%
Disagree
2%
Strongly disagree
0%
Total
50
100%
45 | P a g e

Analysis: From the table it clear that 8% of the people agree with the
statement.58% have neutral opinion on it.2% disagree with statement. Most
of the people have no strong opinion on it.
Interpretation: From the above graph it can be inferred that it has been
observed most online buyers don't visit the FAQ page available on each site
for their convenience, so a neutral answer. As most of the online buyers
shop to save time and they feel to looking into other than product pages is a
waste of time.
Table 13:
provide hands on experience with respect to Reader friendly graph
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
8%
Neutral
41
82%
Disagree
10%
Strongly disagree
0%
Total
50
100%
46 | P a g e

statement.82% have neutral opinion on it.10% disagree with statement.
Most of the people have no strong opinion on it.
Interpretation: From the above graph it can be inferred that Every

ECommerce portal don't follow the same standards of page layout. User
experience differs from website to website, its very difficult to get a track of
it.
Table 14:
provide hands on experience with respect to Key words
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
33
66%
Neutral
14%
Disagree
18%
Strongly disagree
10%
Total
50
100%
47 | P a g e

statement.14% have neutral opinion on it.18% disagree with statement. 10%
strongly disagree with the statement. the people have reported that most of
the portals provide Good hands on experience on the key word.
Interpretation: From the above graph it can be inferred that Keyword

optimization plays a vital role while buyers search for any product or service
in any ecommerce site. Relevant results popping-up for the keyword
searched can get more customers along with gaining customer satisfaction.
Table 15:
provide hands on experience with respect to Relevant product content
Choices
Respondents
Percentage
Strongly Agree
6%
Agree
37
74%
Neutral
14%
Disagree
6%
Strongly disagree
0%
Total
50
100%
48 | P a g e

Analysis:From the table it clear that 74% of the people agree with the
strongly agree with the statement. People have reported that most of the
portals provide related product content.
Interpretation: From the above graph it can be inferred that
Displaying
product details is also helpful for a buyer to get a through idea before
placing the order. Customers give positive response every-time for the same.
Table 16:
provide hands on experience with respect to Internal links that add value to
the information
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
50
100%
Neutral
0%
Disagree
0%
49 | P a g e

Strongly disagree
0%
Total
50
100%
statement. All of the people have reported that internal links add value to
the information.
Interpretation: From the above graph it can be inferred that External links
with product images and videos helps to retain online buyers as it helps
them as an add-on feature for them before placing the order.
Table 17:
provide hands on experience with respect to Content personalization
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
6%
Neutral
15
30%
50 | P a g e

Disagree
6%
Strongly disagree
29
58%
Total
50
100%
strongly disagree with the statement. Majority of the online purchasing
people have reported that content provided by the majority portals are not
personalised, its more generalised.
Interpretation: From the above graph it can be inferred that Change in any
kind of content for any product displayed may not be suitable for customers
either way. As some may understand and some may not, which leads to a
dissatisfied customer. More accurate with simple understanding content is
the ideal way to keep customers happy and retain.
Table 18:
provide hands on experience with respect to Easily understandable
content
Choices
Respondents
Percentage
Strongly Agree
0%
51 | P a g e

Agree
37
74%
Neutral
18%
Disagree
6%
Strongly disagree
2%
Total
50
100%
people have reported that content provided by the majority portals are good.
Interpretation: From the above graph it can be inferred that A good and
simple content helps to retain customers and a good sign to attract more
customers.
Table 19:
provide hands on experience with respect to Better site search
Choices
Respondents
Percentage
52 | P a g e

Strongly Agree
0%
Agree
12%
Neutral
14%
Disagree
36
72%
Strongly disagree
2%
Total
50
100%
people have reported that they already have hands on experience on the
portal and do not give credit to the particular portal.
Interpretation: From the above graph it can be inferred that every shopping
site cannot be same in terms of product showcase, product info, price, user
friendly etc. Keeping simple is the best way for better trade.
COMMUNICATION PLATFORM ON THE PORTAL
TABLES20:
Table showing the statics of the respondents opinion scales on the below
statements.
FACTORS
SA
D
53 | P a g e
SD

Product video
Live chat
0
0
27
5
6
6
14
38
3
1
Visual image of
38
products
New categories
34
Effective sales copy
38
Analysis: From the table it can be noted that the product video in the portal
is said to be good 54% respondents have agreed. Live chat is said to be dis
agreed by 76% respondents. Usually image of the products is said to be
agreed by 76%but the new categories
is said to be agreed by 68% of
respondentsand effective sales copy is said to be dis agreed by 76% .
Interpretation:
Quality image and videos helps the customers to get a through idea on the
products. This helps the customers to take a quick decision while
purchasing. The best way to attract customers as there is
proverb"Jodikhtahaiwohbiktahai".
TRANSCATION PERFORMED ON THE PORTAL:
TABLES 21:
Table showing the statics of the respondents opinion scales on the below
statements
54 | P a g e

FACTORS
SA
SD
Easy
28
11
42
dealings
Self-
35
serviced
Product
11
31
39
payment
options
Secured
monitory
replacement
assurance
Billing
accuracy
Analysis: It can be analysed that 56% of the respondents agree that they
have easy payment options.84% of them have agreed of secured monitory
dealings.70% of them have neutral opion on this.78% of them say agreed to
billing accuracy.
Interpretation: Satisfying customers can be done in 100 ways but making

them pay for it is really tough. Need to get them a platform where they feel
that they have taken a right decision while paying for the product.
Integrating secured payment gateway options can increase sales.
REVIEW PLATFORM ON THE PORTAL:

TABLES 22:
55 | P a g e

Table showing the statistics of the respondents opinion scales on the
below statements
FACTORS
SA
SD
Product
32
feedback
Customer
40
36
37
11
36
11
to
customer
interaction
Expression
of opinion
about
product
features
Social
media
interaction
Customer
support
request
Analysis: it can be analysed that the product feedback dis agreed and
customer to customer interaction is disagreed by most of the respondent.
56 | P a g e

Interpretation: Online buyers always look forward get any kind of

assistance before they are ready to place the order. Once they are clarified
with all they questions in their mind they easily go for it. Its a must for every
ecommerce portal to provide such options for interaction of customers, as
they are targeting a bunch of literate people.
GENERAL PORTAL FEATURES:

TABLES 23:
Table showing the statistics of the respondents opinion scales on the below
statements
FACTORS
SA
SD
Organic
37
13
31
11
28
food
product
portals are
easy to use
They
are
attractive
They
are
flexible
57 | P a g e

Informatio
13
26
44
n supplied
is
of
standard
quality
High
of
easy
doing
business
Analysis: it is analysed organic food product portal is agreed to be easy to

use and they are attractive and they are not as flexible as inferred by most of
the respondent
Interpretation: If all the queries of customers are handled rightly that may
lead to more footfall and increase in sale. Providing convenience is very
much required in such case.
58 | P a g e

Table 24:
Table showing respondent opinion towards organic product preference due
to that portal leads to impulsive buying.
Choices
Number
Percentage
YES
17
34%
NO
33
66%
TOTAL
50
100%
statement. 66% disagree with statement. Majority of the people have
reported that its not the appearance of the portal makes them buy its
reliable information that helps them buy.
Interpretation: From the above graph it can be inferred that Organic

products doesn't come under such category where buyers will have
impulsive buying nature. It needs a lot of awareness among the individuals.
59 | P a g e

SPECIFIC PORTAL BENEFITS:
Table 25:
Table showing the respondents opinion about the portal provide good
mechanism of review with respect to Customer centric
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12%
Neutral
32
64%
Disagree
10
20%
Strongly disagree
4%
Total
50
100%
strongly disagree with the statement. Majority of the people have provided
neutral opinion. Not majority of the portals are customer centric.
Interpretation: From the above graph it can be inferred that In order to

reach out more buyers for a ecommerce portal its necessary to be a
60 | P a g e

customer centric, making money should not be only motive while
selling the products. Tracking pres-ale and post sales customer is a must for
every portal.
Table 26: Table showing the showing the respondents opinion about the
portal provide good mechanism of review with respect to Customer are
thought new skills
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12
24%
Neutral
6%
Disagree
34
68%
Strongly disagree
2%
Total
50
100%
strongly disagree with the statement. Majority of the people believe that
online purchase need not necessary be the reason for learning computer
skills.
61 | P a g e

Interpretation: From the above graph it can be inferred that Getting
feedback from customers is also necessary for a ecommerce portals, wherein
most follow the same. And getting the customers thought / suggestions can
be helpful to insincere sales.
Table 27:
provide hands on experience with respect to Enriched social engagaement
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
11
22%
Neutral
31
62%
Disagree
16%
Strongly disagree
0%
Total
50
100%
strongly disagree with the statement.
62 | P a g e

Interpretation: From the above graph it can be inferred that majority of the
people have provided neutral opinion. The benefits online interaction
provides in enriching social engagement are not fully exploited.
Table 28: Table showing the showing the respondents opinion about the
portal to provide hands on experience with respect to Sharing of health
informationl
Choices
Respondents
Percentage
Strongly Agree
14%
Agree
42
84%
Neutral
2%
Disagree
Strongly disagree
Total
50
100%
strongly
disagree
with
the
statement.14%
OF
THE
RESPONDENTS
STRONGLY AGREE WITH THE statements

63 | P a g e

Interpretation: From the above graph it can be inferred that majority of the
people agree that the portals provide good & reliable information about
health benefits.
Table 29: Table showing the respondents opinion about the portal to
provide hands on experience with respect to Better than offline buying
business
Choices
Respondents
Percentage
Strongly Agree
0%
Agree
12%
Neutral
15
30%
Disagree
19
38%
Strongly disagree
10
20%
Total
50
100%
strongly disagree with the statement.
64 | P a g e

Interpretation: From the above graph it can be inferred that majority of

people still believe that buying offline is more convenient compared to
online. Anyhow the sum of people with neutral and agree opinions show
positive prospect.
Table 30: Table showing the difficulties that the respondent comes across
while buying online correspondingly.
Choices
Respondents
Percentage
NAVIGATION
17
34%
Quick response
10
20%
Actual delivery
13
26%
Grievance
10
20%
50
100%
handling
Toatl
Analysis: From the table it clear that 34% of the people says it is with
respect to navigation.20% of the people says it is with respect to quick
response.26% of the people says it is with respect to Actual delivery.
20% of the people says it is with respect to Grievance handling.
65 | P a g e

Interpretation: From the above graph it can be inferred that the navigation
across multiple websites is of more concern than the other possible
difficulties .Actual delivery stands next concern when it comes to online
purchase.
Table 31: Table showing the overall satisfaction towards the available
organic products portal according to respondent.
Choices
Respondents
Percentage
HIGHLY SATISFIED
0%
RESPONSE SATISFIED
30
60%
DELIVERY NEUTRAL
13
26%
HANDLING DISSATISFIED
8%
HIGHLY DIS SATISFIED
6%
Total
50
100%
Analysis: From the table it clear that 0% of the people says they are highly
satisfied.60% of the people says that response satisfied.26% of the people
says that delivery dissatisfied.8%% of the people says handling dissatisfied.
6% of the people say that they are highly dis satisfied
66 | P a g e

Interpretation: From the above graph it is clear that majority of the

respondents are satisfied with the responses and the responses is
associated with answering there complaints which they have submitted via
web, telephone, mail, or fax. And the delivery of the products to the
registered customer is been neutral opinion. Very less customer says that
handling these grievances is said to dissatisfy. So it is inferred that
handling the grievances has to be improved.
HYPOTHESIS
CORRELATIONS
H0:
There is no relationship between opinion towards transactions value on the
consumer portal and review value / platform on consumer portal
H1:
There is relationship between opinion towards transactions value on the
consumer porta
67 | P a g e

Correlations
avg9
Pearson
Correlation
avg9
Sig. (2-tailed)
N
Pearson
Correlation
avg10
Sig. (2-tailed)
N
avg10
.181
50
.181
.208
50
1
.208
50
50
l and review value / platform on consumer portal

Inference: Since r+ 0.147, we can infer that there is a low positive
relationship between the two variables
Conclusion:
Since signed value i.e. P value is .308 which Is greater than .05, we accept
H0 and conclude that there is no relationship between opinion towards
transaction value and review value on the consumer portal for organic food
products
Independent sample T-Test

H0:
There is no relationship between gender and opinion towards impulsive buying
Through organic food products portal
H1:
There is relationship between gender and opinion towards impulsive buying
Through organic food products portal
68 | P a g e

Independent Samples Test
Levene's
Test t-test for Equality of Means
for Equality of
Variances
F
Equal
Q12
5.297
Sig.
.026
variances
1.30
assumed
Equal
variances
not
assumed
df
48
Sig.
Mean
Std.
(2-
Differenc Error
tailed)
95% Confidence
Interval of the
Differenc Difference
e
Lower
Upper
.199
-.176
.135
-.447
.096
44.318 .204
-.176
.136
-.450
.099
1.28
9
Conclusion:
Since significance value is 0.026 i.e. P value being < than 0.05, we reject H0 and conclude
that there is a relationship between gender and opinion towards impulsive buying (through
a organic food products portal)
Multiregression:
H0:
Reasons for buying online, impulsive buying and difficulties while accessing
portals are not good predictors of overall satisfaction towards the portal
H1:
Reasons for buying online, impulsive buying and difficulties while accessing
portals are good predictors of overall satisfaction towards the portal
69 | P a g e

Variables Entered/Removeda
Model Variables
Variables
Entered
Removed
Q14,
Q12, .
1
b
Q5
a. Dependent Variable: Q15
Method
Enter
b. All requested variables entered.

Model Summary
Model R
1
.324a
R
Square
Adjusted
Square
.105
.047
R Std. Error of
the Estimate
.860
a. Predictors: (Constant), Q14, Q12, Q5

ANOVAa
Model
Sum
of df
Squares
Regression 3.987
3
1
Residual
34.013
46
Total
38.000
49
a. Dependent Variable: Q15
b. Predictors: (Constant), Q14, Q12, Q5
Mean
Square
1.329
.739
Sig.
1.797
.161b
Since r or r2 values are lesser i.e. 0.105 we can infer that there is a weak
relationship between predictors and dependent variables
Conclusion:
Since sign value is 0.161 i.e. as P value > than 0.05 , we accept H0 and
conclude that reason for buying online, impulsive buying and difficulties
while accessing portals are not good predictors of overall satisfaction
towards portal.
Chi-square:
70 | P a g e

H0:
There is no relationship between type of consumer and the reason for buying
organic foods online (portal)
H1:
There is relationship between type of consumer and the reason for buying
organic foods online (portal)
Case Processing Summary
Cases
Valid
N
Type
Q5
* 50
Missing
Total
Percent N
Percent N
Percent
94.3%
100.0%
5.7%
53
Type * Q5 Crosstabulation
Count
Q5
Type
1
2
0
2
Total
1
2
Total
2
18
0
18
3
26
4
30
46
4
50
Chi-Square Tests
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
Value
2.899a
4.316
2.527
df
2
2
1
Asymp. Sig. (2-sided)

.235
.116
.112
50
71 | P a g e

Since sign value is 0.235 i.e. as P value is > than 0.05, we accept H0 and
conclude that there is no relationship between type of consumers and reason
for buying organic food products online.
72 | P a g e

CHAPTER: 5
73 | P a g e

CHAPTER 5
SUMMARY OF FINDINGS CONCLUSION AND SUGGESITION
Findings
Its found that 46% of are male respondents. 54% are female ones. The
majority are female buyers and with a slight deviation male candidates
are less.
Its found that 18% of the respondents are PUC holders .56% of the
respondents from which data collected where Graduates .26% of the
respondents where post graduates. The majority of the people are
graduates and few are post graduates.
Its found that26% of the respondents are salary is less than

20,000.16% of the respondents salary is in between 21,000 to
40,000.And 12% of the respondents salary is in between 41000 to
60000.46% of the respondents salary is more than 60,000. The
majority of the peoples salary is above 60000.And fewer people it is
below 20000.
Its found that 76% of the respondents are in the age group of 20
yrs.to 30 yrs. Old. And 24% of the respondents are in the group of 30
to 40yrs old. The majority of the buyers are at the age group 20 to 30.
Its found that 92% of the individuals are employees. And 8% of the
individuals are employers. The majority of the buyers are individuals.
Its found that 74% of the respondents by once a month. 24% of the
respondents by twice a month and 2% of the respondents by thrice a
month. The majority of them buy once a month and very few prefer
buying twice.
Its found that34% of the respondents buy because for the better
quality of the products.6% of the respondents buy for the value for the
money they buy.28% of them buy as it is a swadeshi products .And
32% of them for their health reasons. Most of the people like to buy
74 | P a g e

organic because of better quality and health reasons. Few of
them buy because as it is Swedish products
Its found that2% of the respondent buy from the kirana shops.8% of
them buy from wholesale stores.8% of them buy from malls.82% of
them buy from online.
Its found that 4% of the people prefer to buy organic product because
of convenience factor.34% of the people prefer to buy because of visual
factor. 62% of them prefer to buy because of quick response. Most of
the people prefer buy online due to quick response and secondly
visual factor.
Its found that 18% of the respondents agree that it provides.64% of

them have neutral opinion on it.18% of them disagree with the
statement that it provides hands on experience. Most of the people
have no strong opinion the service provider information.
Its found that 38% of agree with the statement.28% of the

respondents has neutral opinion that it provides hands on experience
with respect to testimonials.34% of the respondents disagree with it. It
can be inferred that most of the people says providing testimonials is
important.
Its found that 8% of the people agree with the statement.58% have
neutral opinion on it.2% disagree with statement. Most of the people
have no strong opinion on it.
neutral opinion on it.10% disagree with statement. Most of the people
have no strong opinion on it.
neutral opinion on it.18% disagree with statement. 10% strongly
disagree with the statement. The people have reported that most of
the portals provide Good hands on experience on the key word.
neutral opinion on it.6% disagree with statement. 6% strongly agree
75 | P a g e

with the statement. People have reported that most of the
portals provide related product content.
Its found that 100% of the people agree with the statement. All of the
people have reported that internal links add value to the information.
disagree with the statement. Majority of the online purchasing people
have reported that content provided by the majority portals are not
personalized, its more generalized.
have reported that content provided by the majority portals are good.
have reported that they already have hands on experience on the
portal and do not give credit to the particular portal.
Its found that the product video in the portal is said to be good 54%
respondents have agreed. Live chat is said to be dis agreed by 76%
respondents. Usually image of the products is said to be agreed by
76%but the new categories
is said to be agreed by 68% of
respondents and effective sales copy is said to be dis agreed by 76% .
Its found that 56% of the respondents agree that they have easy
payment options.84% of them have agreed of secured monitory
dealings.70% of them have neutral opinion on this.78% of them say
agreed to billing accuracy.
Its found that the product feedback dis agreed and customer to
customer interaction is disagreed by most of the respondent.
Its found that organic food product portal is agreed to be easy to use
and they are attractive and they are not as flexible as inferred by most
of the respondent
76 | P a g e

Its found that 34% of the people agree with the statement. 66%
disagree with statement. Majority of the people have reported that its
not the appearance of the portal makes them buy its reliable
information that helps them buy.
disagree with the statement. Majority of the people have provided
neutral opinion. Not majority of the portals are customer centric.
disagree with the statement. Majority of the people believe that online
purchase need not necessary be the reason for learning computer
skills.
disagree with the statement.
disagree with the statement.14% OF THE RESPONDENTS STRONGLY
AGREE WITH THE statements
disagree with the statement.
Its found that 34% of the people says it is with respect to

navigation.20% of the people says it is with respect to quick
response.26% of the people says it is with respect to Actual delivery.
Its found that 20% of the people says it is with respect to Grievance
handling.
Its found that 0% of the people says they are highly satisfied.60% of
the people says that response satisfied.26% of the people says that
delivery dissatisfied.8%% of the people says handling dissatisfied. 6%
of the people say that they are highly dissatisfied.
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CONCLUSION:
With this study, it could be concluded that the major factors which influence
the consumers online purchase decision are the reliable pricing/shipping
channels, trustworthy appearance, and appealing display of genuine
products, easy search, privacy & ratings.
Creating a customer-centric online experience doesnt necessarily involve
ticking of all the boxes. Consumers overall expect that each of their online
interactions to feel a little like coming home. They dont want to be treated
exactly the same as everyone else. A good, online environment that meets
customer needs and expectations is the apple pie of platforms.
Data talk should empower their customers to personalize their online
profiles to suit their individual tastes. This would achieve two very important
things. Firstly, the organization can have bucket loads of information that
they can use to create personal and relevant messages that will promote
their products to the right audiences. And secondly, the consumers engage
with the organizations when they do so, by investing time in building the
relationship. The more anyone invests on a relationship, the stronger that
relationship becomes. So, by empowering the customers, the organization
too can really invest in the relationship and create stronger brand loyalty.
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SUGGESSITIONS/ RECOMMENDATIONS
The organization in the online business should allow their customers
to express their concerns, ideas and suggestions about the product
features and portal features effortlessly.
Respond to customer support requests promptly and provide genuine
solutions.
Improvise on the information shared over portals and enhance content
with addition of related videos and provide a feel of reality and
assurance through live chats.
Ensure an active About page by timely updating the content to give a
feel of an alive site.
Update true Testimonials and true ratings with latest dates
Establish an easy way for customers to reach the company to provide
feedback and to give a feel of reality
Data talk should empower their customers to personalize their online
profiles to suit their individual tastes.
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Invest in the relationship and create stronger brand loyalty.
Add relevant and easily understandable product content
Provide product replacement assurance.
Provide social media integration on demand which increases customer
to customer interaction.
Share health information about the product and spread awareness of
health hazards caused due to non-genuine products over the portal
ANNEXURE
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ANNEXURE
QUESTIONNAIRE
Respected Sir/Madam,
Below is a questionnaire prepared by M/S Nagashree , 4 th semester student
perusing her MBA from RNS Institute of Technology . In the capacity of the
research she is carrying out a survey requiring to understand the consumer
expectations perspective of an organic food products portal so is to assist
her organization in building an effective customer centric portal. The
respondent is required to take few minutes to complete the survey. The
information so collected would be used for academic purposes only.
Demographic Information
NAME: _____________________________________
Gender:
Male
Female
Qualification:
High School
PUC
Graduation
Post-Graduation
Income status (permonth):
< 20,000
20,000 to 40,000
40,000 to 60,000
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>60,000
Type of consumer:
Individual
Organization
Age:
<20
20 to 30
30 to 40
>40
Questions:
1. HOW
FREQUENTLY DO YOU PURCHASE ORGANIC PRODUCTS ?
i) Once in a month
ii) Twice in a month
iii) Thrice in a month
iv) More than three times a month
2. WHY
DO YOU PREFER ORGANIC FOOD PRODUCTS ?
i) Better quality
ii) Value for money
iii) Swadeshi
iv) Health reasons
3. WHERE
DO YOU USUALLY BUY ORGANIC FOOD PRODUCTS ?
i) Kirana shops/Small shops

ii) Wholesale stores
iii) Malls
iv) If you would like to buy Online
4. WHAT
IS THE FREQUENCY OF YOUR ONLINE ORGANIC FOODPRODUCT
PURCHASE ?
i) Once a month
ii) Twice a month
iii) Thrice a month
iv) More than three times a month
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5. WHY
DO YOU PREFER TO BUY OR SHOP FOR ORGANIC FOOD
PRODUCTS ONLINE ?
i)
ii)
iii)
iv)
v)
Convenience
Visual factor
Quick response
Flexibility
Any other please specify__________________________________________
6. PLACE
YOU PREFERENCE ON A FIVE ITEM SCALE AS PER THE INSTRUCTION
GIVEN BELOW
Strongly agree (SA); Agree (A) ; Neutral (N); Disagree (D); strongly
disagree (SD)
Information platform on the portal
Statements (particulars)
THE
ORGANIC FOOD PORTAL PROVIDES ME GOOD HANDS ON EXPERIENCE
WITH RESPECT TO THE FOLLOWING
i) About us page
ii) Testimonials
iii) FAQ page
iv) Reader friendly paragraphs
v) Key words
7. PLACE
SA
SD
GIVEN BELOW
Strongly agree (SA); Agree (A); Neutral (N) ; Disagree (D) ; strongly
disagree (SD)
Content platform on the portal
THE
ORGANIC FOOD PORTAL PROVIDES ME GOOD HANDS ON EXPERIENCE
WITH RESPECT TO THE FOLLOWING
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SA
SD
i) Relevant product content
ii) Internal links that add value to
the information
iii) Content personalization
iv) Easily understandable content
v) Better site search
Communication platform on the portal

8. PLACE
GIVEN BELOW
Strongly agree (SA) ; Agree (A) ; Neutral (N) ; Disagree (D) ; strongly
disagree (SD)
THE
ORGANIC FOOD PORTAL PROVIDES ME GOOD SUPPORT WITH RESPECT
TO THE FOLLOWING
i) Product video
ii) Live chat
iii) Visual image of products
iv) New categories
v) Effective sales copy
SA
SD
Transactions performed on the portal

9. PLACE
GIVEN BELOW
Strongly agree (SA); Agree (A); Neutral (N); Disagree (D) ; strongly
disagree (SD)
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THE
ORGANIC FOOD PORTAL PROVIDES ME GOOD QUALITY SUPPORT WITH
RESPECT TO THE FOLLOWING
i) Easy payment options

ii) Secured monitory dealings
iii) Self-service options
iv) Product replacement assurance
v) Billing accuracy
SA
SD
Review platform on the portal

10.
PLACE
YOU PREFERENCE ON A FIVE ITEM SCALE AS PER THE
INSTRUCTION GIVEN BELOW
disagree (SD)
THE
ORGANIC FOOD PORTAL PROVIDES ME WITH GOOD MECHANISM OF
REVIEW WITH RESPECT TO THE FOLLOWING
i) Product feed back

ii) Customer to customer interaction
iii) Expressions of opinions about product

features
iv) Social media integration
v) Customer support request
SA
SD
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General portal features
11.
PLACE
disagree (SD)
THE
ORGANIC FOOD PORTAL PROVIDES ME WITH GOOD MECHANISM OF
REVIEW WITH RESPECT TO THE FOLLOWING
i) Organic food product portals are easy

to use
ii) They are attractive
iii) They are flexible
iv) Information supplied is of a standard
Quality
v) High easy of doing business
12.
WHY
SA
SD
DO YOU PREFER ORGANIC FOOD PRODUCTS DOES THE ORGANIC
FOOD PRODUCT PORTAL LEAD YOU TO IMPULSIVE BUYING?
i) Yes
ii) No
Specific portal benefits

13.
PLACE
disagree (SD)
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THE
ORGANIC FOOD PORTAL PROVIDES ME WITH GOOD MECHANISM
OF REVIEW WITH RESPECT TO THE FOLLOWING
i) Customer centric
ii) Customers are thought new skills
iii) Enriched social engagement
iv) Sharing of health information
v) Better than offline buying business
14.
WHAT /
SA
SD
WHICH OF THESE DIFFICULTIES DO YOU USUALLY COME
ACROSS WHILE BUYING ORGANIC FOOD PRODUCTS THROUGH A PORTAL ?
i) Navigation
ii) Quick response
iii) Actual delivery
iv) Grievance handling

v) Any other please specify__________________________________________
15.
WHAT
IS YOUR LEVEL OF OVERALL SATISFACTION TOWARDS THE
AVAILABLE ORGANIC FOOD PRODUCTS PORTAL ?
i) Highly satisfied
ii) Response Satisfied

iii) Delivery Neutral
iv) Handling Dissatisfied

v) Highly dis satisfied
16.
SUGGESTIONS
FOR YOUR DREAM ORGANIC PORTALANY ?
___________________________________________________________________________
___________________________________________________________________________
_______________________
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BIBLIOGRAPHY
Industry profile
http://cercenvis.nic.in/PDF/Survey%20Report.pdf
http://www.getelastic.com/customer-expectations/
Literature review
http://www.sciencedirect.com/science/article/pii/S0378720601001124
http://www.diva-portal.org/smash/get/diva2:812884/FULLTEXT01.pdf
http://www.zenithresearch.org.in/images/stories/pdf/2012/March/EIJMM
S/1_EIJ_MARCH12_VOL1_ISSUE3.pdf
Theatrical Background
http://211.253.40.86/mille/service/SAT/10000/IMG/000000005225/%B9
%DA%C2%F9%BC%F6.pdf
http://www.socialmediatoday.com/content/24-things-consider-whendesigning-and-developing-website
WEBSITES
www.google.com
http://www.scribd.com
http://www.slideshare.net
88 | P a g e

Analysis of Customer Expectations From An Organic Products Portal

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ANALYSIS OF CUSTOMER EXPECTATIONS

FROM AN ORGANIC PRODUCTS PORTAL

Department of MBA-RNS Institute of Technology, Bangalore.