1

CHAPTER-I INTRODUCTION 1.1 ABSTRACT

A project entitled A Study on Customer Retention and Value Addition Strategies of Indiamart Services to Coimbatore Customer Base. The objective is to know about retaining the existing customers and to find the value added service and solution to satisfy the old clients. The researcher adopts descriptive research design and the collection of data was made through questionnaire method. Suggestions given to the company is to monitor the clients regularly, ask to give more customer support, measure the details about the price, terms and conditions, and ask to do search engine optimization to generate more enquiries. The company may take some action to avoid repeated mistakes and legal problems in online business promotion. Statistical techniques used in the study were given below: Percentage Analysis. Weighted Average Analysis. This study helps the company to satisfy their customer and their expectations by improving the standard of service. Based on the analysis and interpretation the findings and suggestions are provided to the organization for further improvement.

1.2 INTRODUCTION TO THE STUDY

Internet in todays life becoming regular activities in all circumstance like education, official purpose, accounting, and even in all business transaction. Now -a -days in the competitive world, business people can get relevant business enquires through which they can make profitable business with out spending huge money & time. This is the major work undertaken by the B2B portal business promotion companies like IndiaMART.Com .Even though they are providing this kind of services they cant able to find the expectation of their clients. So in order to understand their satisfaction level & to make repeated business with them, I have undergone a research study with the IndiaMARTs existing clients. By which I have found their needs & expectation of their services in various aspects, so I have taken a survey with 200 existing clients of IndiaMART.Com in and around Coimbatore.

1.3 NEED OF THE STUDY

In every quality process of an organization, there will be some unique features to retaining the existing customers and improving the budgetary plan towards sales enhancement. In this kind of Promotional activities how IndiaMART retain their old customers and generate more revenue with its corporate companies. By means of it how IndiaMART increasing the investments from the same customers by providing strategic oriented packages. And also committing return on the investment (ROI) to the existing customers by providing more resource to improve their New Sales all across the Globe. In order to analyze those factors involved in developing the Individuals Promotional package, I have examined with group of different industry with various aspect of New Sales they have acquiring from the Internet Platform and Guideline which IndiaMART has giving to their customers. This study also highlighting the Quality Process behind Promotional Strategies & Solutions, and to make the small and medium scale enterprises (SME) grow in their competitive business world.

1.4 INDUSTRY PROFILE

Internet Business Enhancement Internet is Open media where the information can get reach out in fastest and vast spread out. And also this is very useful way of easy communication and reliable source utilization of access the information. Internet (On-line) Business describes the use of advanced way to spread the Individual Businesses all across the Globe in an easy manner. In olden days of business development has happened through the traditional way of spreading out the information, business scope, and brand image with a limited geographical area. But after the Internet Trend penetrates into Business Scenario, and helped the enterprise acquire New Buyers. B2B Platform B2B platform is an On-line Market place where huge set of Suppliers of different industry would get relevant buyers from various places in the world. B2B platform is a place where the buyers would search for variety of suppliers according to their requirement such as price, quality, collection, & etc. Where B2B Platform Company would get business from their customers by generating relevant business to them, this is the core concept behind this business formula.

Business Promotion through B2B Every B2B Platform company promote their customers in various aspect such as Internal & External promotion, where internal promotion has been taken place directly through their website of On-line business promotion company such as log on into www.indiamart.com External promotion has been taken place through the search engine promotion, In which the buyer doesnt want to know about the particular manufacturer or supplier or the B2B platforms website. The would search the information of the required product in different search engines like Google, Yahoo, Msn, Alta, Vista & etc . Here the B2B platform company would give their visibility of their links on the top 10 results such as www.indianindustry.com, www.surfindia.com & etc Generation of Relevant Business Enquires The Ultimate aim of every business people to invest a huge money behalf of their business promotional activity is to get Relevant enquires. In order to generate it.B2B companies like IndiaMART.Com would take special care on preparing the Marketing Tool (Web designing). These companies would follow certain norms to design a web page of any product or services which would be easy accessible & it should be in a manner where the buyer has to get convinced through the rich content or information stuffed in that Marketing Tool. Major Players In B2B Many B2B companies are into the Market providing same set of services their clients as IndiaMART.Com but only few players have recognized by the business peoples and they are

GLOBAL PLAYERS Alibaba.com This china based company, where this company is the biggest giant in to field of B2B. Alibaba basically promote Product rather than the company. Global Source Global Source is a UK based company, where this company is in rank II all around the world. INDIAN PLAYERS IndiaMART IndiaMART is the No I B2B platform business promotion company in India & It is ranked at IIIrd rank all around the globe.

Trade India
Trade India is the company which provides B2B services for a long time in India, this company is the major competitor in India for India MART.Com Go4worldbusiness.Com, Eindiabusiness.Com These are the other small Players in India who benchmark the major players like IndiaMART.Com, Trade India.Com & etc.

1.5 COMPANY PROFILE

India MART Inter MESH Ltd has started at the year 1996 in the month of April, the company has been started by three brothers in a small room at Delhi, internet has been launched in India at 1995, India MART.Com is running this business successfully for the past 12 years. India MART is the first B2B platform company, which had received ISO 9001:2000 certificate for quality Management. India MART is the first company had received CNBC Awards in this industry. India MART is the first B2B business promotion companies which have introduce Sourcing Guide (off-line promotion). VISION We strive to become an Integral part of every organizations business promotion plan. Envision providing complete business enhancement and promotion services to our clients." MISSION With firm belief in our Vision and with complete dedication, integrity and honesty, we endeavor to generate profitable returns to our customers through high quality business promotion services and solutions that enhance revenues and are cost effective at the same time.

ORGANISATION STURCTURE

CEO

COO

FINANCE DEPT

HR DEPT

MARKETING DEPT

DESIGNING DEPT

PROMOTION DEPT

FINANCE MANAGER

REGIONAL HR

REGIONAL HEAD

DEPT HEAD

STAFF

ASSISTANT FINANCIAL MANAGER

STAFF

BRANCH MANAGER

STAFF

SALES STAFF ASSISTANT MANAGER

CUSTOMER CARE

ASSISTANT MANAGER

EXECUTIVES

EXECUTIVES

Fact Sheet IIL started its operations in 1996 and has stood its ground even in the toughest times. It had a profitable business even when other companies in this domain found it hard to sustain. Today, it operate from an 18,000 sq. ft. office in Noida (near Delhi), and have 26 branch offices spread all over the country. IIL team includes over 1000 + professionals from diverse background, bound together to serve over 15,000 customers. Highlights 1996-97

Launched Indiamart.com as India's first online B2B directory Successfully introduced the concept of free listing and free-query forwarding to familiarize Indian SMEs with the benefits of Internet for business promotion

Accomplished

India's

first

e-commerce

project

for

Nirula's

(http://nirulas.com)

Broke-even within six months of launch

1997-98

Crossed 100 clients mark Launched Travel.indiamart.com (India's largest travel portal today) Initiated franchisee network building

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1998-99

Launched Handicraft, Apparel and Finance channels Workforce increased to 40 B2B marketplace network crossed 1 million page views/month mark

1999-2000

Accomplished 'Bharat On Line' - MTNL's online portal project Launched auto industry channel Opened branch office in Mumbai Crossed Rs. 1 crore revenue mark

2000-01

Touched 5 mn page views/month Crossed 1000 clients mark Crossed 100,000 business queries/month Accomplished Online projects for HHEC, Jindal Organization, ModiCorp, Won Britannica (BIG) Award for Travel.indiamart.com New Branch Office in Chennai Profits increased by 128% over last year

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2001-02

Declared as "the only profitable Indian Dotcom, with positive cash flows" by Business World - Cover Story: 14 May 2001 issue

Added to its service portfolio - Electronic Trade Offers, and Request for Quotation / Request for Proposal

Recognized by CNBC India as one of the only profitable dotcoms in India based on report by McKinsey

2002-03

Moved operations to state-of-the-art NOIDA development center Launched Online Hotel Reservation System Launched Exim.indiamart.com Crossed 2lakhs business queries mark with 12 million page views

2003-04

Launched Trust SEAL to bridge the trust gap in B2B trade Crossed 3000-clients mark Touched 26 million page views per month, generating more than 3 lac business queries.

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2004-05

Became the first ISO 9001:2000 company in its domain Launched an online payment gateway ABCPayments.com Crossed 8000 clients

2005-06 Launched MDC (Mini Dynamic Catalog ) to generate relevant queries Crossed 12000-Clients Generated more than 4lakhs business enquires

2006-07 Launched Sourcing Guide (Print Ad Media) where this directory would circulate in the best trade shows all around the globe Crossed 15000+ clients

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Awards & Achievements

IIL's successful business model featured on CNBC India as analyzed by McKinsey

Declared as India's only profit-making dotcom company by Business World (Cover story)

Special footage for IIL's contribution in enabling e-business for exporters from Moradabad; Mr. Dinesh Agarwal interviewed (India Tomorrow BBC News)

www.indiantravelportal.com Britannicaindia.com

bags

eighth

"BIG"

Award

from

IndiaMART.com nominated for Britannica Internet Guide (BIG) Awards for excellence on Internet

IndiaMART.com listed among Top Indian Websites under Business - to business category by Ecomready

The best India related yellow pages on the Net - Cosmopolitan Top Indian Site by www.indiatimes.com Termed as 'Online Gateway to Indian marketplace'- The Economic Times Best Travel Site- www.indiantravelportal.com by India Online: DD News Site of the day - Handicraft.indiamart.com by Zee News Listed in the Top Indian IT organizations survey by Dataquest

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Intermesh Systems listed in the top 70 Indian IT organizations by Communications World

Indiamart.com, handicraft & finance top-rated amongst India's most wanted Sites - PC World

Intermesh Systems listed amongst Indian IT companies - Dataquest Nominated amongst the Top 5 Indian Sites by Microsoft Termed as The Most Interactive Trading Zone on the Net by The Economic Times

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1.6 PRODUCT PROFILE

In order to make good business with any buyer or supplier across the globe or with in India, IndiaMART.Com provides its clients with the best product that suits their requirements. The various products offered by India MART.com are;

Web Page Mini Dynamic Catalog Web Site Banners Panels Trust Seal Portal Sponsorship

Web Page A web page is a document created with HTML that is part of a group of hypertext documents or resources available on the World Wide Web. Collectively, these documents and resources from a web site. Every Web page is identified by a unique URL. It usually consists of 1-3 screens which contain a presentation of products or services offered by the company.

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Mini Dynamic Catalog

Mini dynamic catalog is a new, one of its kind solution from India MART that allows you to publish your online business homepage, with total command over the product details, company information, navigation and almost everything related to it. It allows you to:

Add / Edit / Delete text and images related to your company profile, infrastructure, quality, clients, certifications and almost everything that you want, anywhere, anytime

Add / Edit / Delete a product, its images and details and categorize as per your wish

Add / Edit / Delete blow-ups for products Attaching product related document for enhanced / sophisticated details Customize your enquiry form

WEBSITE A Virtual location on the web. A URL that serves as the top-level address of Web site will be said to point to that websites homepage. That page serves as a reference point, containing pointers to additional HTML pages or links to other Web site. It usually consists of 5-10 web pages regarding all the products and services of a company. Your Own Domain Name Services (http://www.companyname.com)

17

BANNERS Banners are advertisements regarding and products or services with a link to a particular website or webpage. They are usually found on the top of the screen, which attracts the maximum visitors. They are also placed in the middle and the bottom of the screen. They are designed with animation, flashing text etc, to attract the attention of the customers. India MART offers its webpage and website clients with a free rotatory banner. The company also offers the banner for the customers on a monthly basis with a choice of location. BANNER LOCATION & TRAIFF India MART offers the banner space on a number of pages. The clients have a wide variety of banner spaces to choose from, so that they can attract the target visitors to their site. India MART offers the banners on the home page at Rs.60000 per month and on the category wise listing page at Rs.4000 per month. All the banners will be effective in generating more business enquiries if place for a period of three months. PANELS Panels are similar to Banners, which contain advertisements regarding any products or services with link to a particular website or webpage. Panels are usually shorter in size and found on the side of the screen with text messages to attract the attention of the visitors. India MART offers its webpage and website clients with a free rotatory panel. The company also offers the panel for the customers on a monthly basis with a choice of location.

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TRUST SEAL India MART Trust SEAL is an indication of trust worthiness of a business based upon its verified record of certified documents pertaining to proof of existence, legal status, statutory approvals, affiliations and quality certifications, once the entity is Trust SEAL verified, a click able trust seal will appear along side the listing of the entity all across the India MART platform. Upon clicking the seal, visitor will be able to see the verified details of the entity. Thus for a buyer, an entity having Trust SEAL will have more reasons to be trust worthy as compared to any other entity in negotiating a business transaction. India MART Trust SEAL is not a substitute of traditional authentication / verification services. It is actually a tool to abridge the basic trust gap between a buyer and seller interacting through India MART platform. India MART Trust SEAL is only indicative and nor inferential for all practical purposes. Benefits to Trust SEAL certified Members

Edge over non-certified competitors online Higher trust level amongst buyers online attracting better response Reduce delay in lead maturity Reduce the risk of transaction failure by allowing buyers to make informed choices

Distinct and enhances visibility all across India MART B2B

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PORTAL SPONSORSHIP A Portal is a dedicated site to a particular product or services offered by a similar company. It involves product photos, but also extensive product specific information, main production centers, industry overview, trade statistics etc. Large buyers prefer to visit and use such places from where they can ask for quotation from multiple suppliers for their needs. IndiaMART.Coms product / industry specific portal sponsorship is a carefully crafted solution that addresses all the challenges faced by sellers toady. It offers the following

Large, focused product / industry portal, completely dedicated to sponsor at zero development cost.

Comprehensive content, information and its regular updation without the sponsor spending time, effort and money

Dynamic tools for large buyers like online directory, trade leads, product catalogs etc without paying for its development and maintenance

Affiliation, linking and buyer traffic from India MART. Com at no extra cost for it

Dedicated continuous search engineer promotion and thereby better search results.

100% dedicated advertising space (banners, skyscrapers) on the portal with the ads of the sponsors products.

Premium listing in online directory and catalogs with premium trade offers.

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1.7 REVIEW OF LITERATURE

Nicholls, Alex; Watson, Anna (2005)1 He suggested that; in order to exploit the Internet to its full potential, legacy retailers need to analyse a variety of situational antecedents in order to identify evalue creation opportunities. In addition, they must consider whether integration or separation with bricks and clicks operations will deliver the best solution in each value-adding interface. Implementing e-value strategies in UK retailing. Gubman, Edward L (1995)2 This Books review discusses market leaders' way of showing how human resource (HR) practices support customer value strategies. Alignment of a company's people strategies and management processes with business strategies; Addition of company value through people; Customer value disciplines; Product leadership core capability; Operational excellence core capability; Customer intimacy core capability.;

1. 2.

Nicholls, Alex; Watson, Anna. Implementing e-value strategies in UK retailing International Journal of Retail & Distribution Management, 2005, Vol. 33 Issue 6, p426-443, 18p; Gubman, Edward L. Aligning people strategies with customer value Compensation & Benefits Review, Jan/Feb95, Vol. 27 Issue 1, p15, 8p, 3 Charts;

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Van Geenhuizen, Marina (2004)3 E-commerce is increasingly influencing business operations, as a major supportive medium for different strategies or as a strategy on its own. This paper seeks to identify impacts from concomitant changes on the development of cities. To this purpose, emerging time-based strategies are analyses in manufacturing and customer-services strategies are analyzed in the services sector. Forbes, Lukas P.; Kelley, Scott W.; Hoffman, K. Douglas (2005)4 This paper strengthens the existing failure and recovery literature by presenting data on the largest growing sector of the service industry. These findings will have value to traditional firms looking to expand to e-commerce channels in addition to e-commerce firms currently experiencing customer dissatisfaction. Johnson, Gordon; Ericson, Shannon; Srimurthy, Vikram (2007)5 There is growing interest in the marketplace for enhanced active equity strategies as investors search for higher alpha in an era of lower expected returns. An enhanced active strategy partially removes the long-only constraint, allowing managers to short a portion of their portfolio to enhance active returns. Evidence of just how popular these strategies have become is apparent in the tremendous growth in assets over the last year. Investment industry periodicals estimate that assets in these strategies may be as high as $60 billion by mid 2007 and could reach $500 billion within five years. This article conducts an empirical analysis of 130/30 Strategies, using an illustrative stock selection model. Results show that removing the long-only constraint can substantially enhance returns. Backtests of quantitatively-oriented strategies in domestic and international universes indicate that 130/30 strategies perform substantially better than long-only strategies with

22

only modest increases in risk. A framework for attributing relative performance to the longs and shorts is also developed.
3. Van Geenhuizen, Marina. New entrepreneurial strategies Entrepreneurship & Regional Development, Jan2004, Vol. 16 Issue 1, p5-19, 15p, 2 Diagrams, 5 Charts; 4. Forbes, Lukas P.; Kelley, Scott W.; Hoffman, K.Douglas Typologies of e-commerce retail failures and recovery strategies Journal of Services Marketing, 2005, Vol. 19 Issue 5, p280-292, 13p; 5. Johnson, Gordon; Ericson, Shannon; Srimurthy, Vikram. An Empirical Analysis of 130/30 Strategies: Journal of Alternative Investments, Fall2007, Vol. 10 Issue 2, p31-42, 12p;

Parasuraman, et. al. (1984)6 He defined studied quality in four service businesses, including credit card services, and developed a model of service quality."A variety of factors, including resource constraints, management perceptions of consumer expectations and the firm's service quality specifications will affect service quality from the consumer's viewpoint."

Reichheld and Kenny (1990)7 This author specified six factors as imperative to improving retention: senior management commitment; a customer-focused culture in which all employees and managers focused their full attention on customer satisfaction; retention information systems that tracked and analyzed the root causes of defections; empowerment of front line employees to take actions that provided immediate customer satisfaction; continuous training and development; and incentive systems based on customer retention.

23

Zeithaml, et. al. (1990)8 The author said that "The most important thing a service company can do is be reliable that is, perform the service dependably and accurately ... do it right the first time. When a service problem does crop up, however, all is not lost unless the company ignores it. In other words, by resolving the problem to the customer's satisfaction, -- by performing the service very right the second time -- the company can significantly improve customer retention rates." Heskett, et. al. (1990)9 Author found that good service delivery elicits the best outcome in terms of customer satisfaction. They noted that the next best outcome was achieved when problems were elicited and resolved, followed in descending order by problems that were elicited but not satisfactorily resolved and problems that were not elicited or expressed. Bitran and Hoech (1990)10 He differentiated between transaction-oriented, "low contact" services, in which quality can be defined as "conformance to specifications" and "high contact" services, such as customer retention, that satisfy higher order human needs. They proposed that "actively understanding and managing the relationship between server and customer can yield higher service revenues through increased repurchase rates."

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CHAPTER-II METHODOLOGY
2.1 OBJECTIVE OF THE STUDY Primary Objective To measure the level of Customer Retention of IndiaMarts services from the Coimbatore clients. Secondary Objective To identify the potential clients for up gradation of services To analyze the factors which influencing the effective Customer Satisfaction To analyze the existing problems and to evaluate suggestions for further improvements in customer relationship.

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2.2 RESEARCH METHODOLOGY

SAMPLING METHODOLOGY RESEARCH DESIGN A research design is the determination and statement of the general research approach or strategy adopted for the project. If the design adheres to the research objective, it will ensure that the client need will be served. Research design basically focuses on. Statement of studys objectives, the output of the research. Statement of the data inputs, or causal data, on the basis of which the solution is to be reached. The analytical method with which the inputs will be treated or calculated.

TYPE OF RESEARCH The research design was descriptive research. Descriptive studies are undertaken is many circumstances. SAMPLING TECHNIQUE Convenience sampling was adopted in the research work. This was because there are more than 500 existing clients in & around Coimbatore. So it is highly impossible to cover all of them. . POPULATION DEFINITION In this study the researcher cannot meet all the clients in research area. So, 200 clients is taken as samples.

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GEOGRAPICAL AREA The study is confined in & around Coimbatore of Tamil Nadu. SAMPLING SIZE Sample sizes of two hundred existing clients from Coimbatore District of Tamil Nadu were chosen for the purpose of the study. DATA SOURCE The study mainly relies on primary data and secondary data. PRIMARY DATA Primary data consists of original information collected for specific purpose. In this study, primary data has been used. This project has relied upon the response of the Coimbatore base existing clients. To obtain the primary data as well structured questionnaire was prepared to get the response. The respondents were met face to face to get their response. RESEARCH INSTRUMENT Well structured questionnaire is used as a research instrument for this study. INTERVIEW METHOD The data is collected by using the personal interview method. The researcher directly met the target respondents and collects the data.

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ANALYTICAL TOOLS PERCENTAGE METHOD This method is used in making comparison between two are more series of data. Percentages are used to describe relationships; percentages can be used to compare the relative terms, the distribution of two or more series of data. WEIGHTED AVERAGE ANALYSIS Its an analysis where weights are assigned to factors and finally the weighted average of all the factors are found and ranked accordingly. NX Weighted Average = _______ N

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2.3 SCOPE OF THE STUDY

This Project is A Study on Customer Retention & Value addition strategies of IndiaMART Services to Coimbatore customer base is to understand the customer expectation towards IndiaMART Services which would help the companies marketing people to retain them & to upgrade them to further bigger packages And this research study would help the company to understand their area of development, where this will help them to avoid the repeated mistake & to make more profit from their existing clients by improving their standards.

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CHAPTER-III ANALYSIS AND INTERPRETATIONS

3.1 DATA ANALYSIS AND INTERPRETATION TABLE-3.1.1 Table showing the Categories of the Respondents.

RESPONSE Manufacturing Manufacturing & Exporting Exporting Importing Services Total Interpretation

NUMBER OF RESPONDENTS 65 45 37 19 34 200

RESPONDENTS IN PERCENTAGE 32.5 22.5 18.5 9.5 17 100

From the above table we found that 32.5% of respondents are under manufacturing sector, 22.5% of respondents are under manufacturing & exporting, 18.5% of respondents are under exporting sector, 17% of respondents are under services and 9.5% of respondents are under importing sector. Majority of the respondents are under manufacturing and exporting sector.

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CHART-3.1.1 Diagram Showing the Categories of the Respondents

35 30 25 Percentage 20 15 10 5 0 Manufacturing Manufacturing & Exporting Exporting Response Importing Services 9.5 22.5 18.5 17 32.5

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TABLE-3.1.2 Table Indicating Duration of Service Availed in IndiaMart

RESPONSE Less than Six Months 6 months 1 Year 1 Year 2 Years 2 Years and above Total

NUMBER OF RESPONDENTS 58 52 43 47 200

RESPONDENTS IN PERCENTAGE 29 26 21.5 23.5 100

Interpretation From the above table we found that 29% of the respondents have said that they have less than six months of service, 26% of respondents have said that they have 6 moths to 1 year of service, 21.5% of respondents have said that they have 1 to 2 years of services and 23.5% of respondents have said that they have above two years of services. Majority of respondents have said that they have less that six month of services.

CHART-3.1.2

32

Diagram Indicating Duration of Service Availed in IndiaMart

35 30 PERCENTAGE 25 20 15 10 5 0

29

26 21.5

23.5

Less than 6 months 1 Six Months Year

1 Year 2 Years

2 Years and above

DURATION

TABLE-3.1.3

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Table Indicating Respondents Objective to have Web Presence.

RESPONSE Enquiries Brand Promotion Corporate Image Business Promotion Total

NUMBER OF RESPONDENTS 51 37 34 78 200

RESPONDENTS IN PERCENTAGE 25.5 18.5 17 39 100

Interpretation From the above table we found that 25.5% of respondents have said that they are having web presence in order to get business enquiries, 18.5% of respondents have said that they are having web presence for promoting their brand, 17% of respondents have said that they have their web presence in order to promote their Corporate Image and 39% of respondents have that they have their web presence in order to promote their Business Majority of respondents have said that they have their web presence in order to promote their business.

CHART-3.1.3 Diagram Indicating the Objective to have Web Presences.

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Objective to have Web Presence

P e r c e n t a g e

40 35 30 25 20 15 10 5 0

Enquiries Brand Promotion Corporate Image Business Promotion

1 Respondents

TABLE-3.1.4 Table indicating whether respondents objectives where fulfilled by having web presence.

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RESPONSE Yes No Total

NUMBER OF RESPONDENTS 134 66 200

RESPONDENTS IN PERCENTAGE 67 33 100

Interpretation From the above table we found that 67% of respondents have said that their objective of having web presence where fulfilled and 33% of respondents have said that their objective of having web presence where not fulfilled. Majority of respondents have said that their objective of having their web presence was fulfilled.

preesence

CHART-3.1.4 Diagram Indicating the Objective to have Web Presences have Fulfilled

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Level of Respondents fulfillment in objective of having web Presence

33% Yes No 67%

TABLE-3.1.5

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Table Indicating Whether the Respondents Requirements where Clearly Understood by the Organization.

RESPONSE Yes No Total

NUMBER OF RESPONDENTS 151 49 200

RESPONDENTS IN PERCENTAGE 75.5 24.5 100

Interpretation From the above table we found that 75.5% of respondents have said that the respondents requirements where clearly understood by organization and 24.5% of respondents have said that their requirements was not clearly understood by the organization. High majority of respondents have said that their requirements where clearly understood by organization.

CHART-3.1.5

38

Whether the Organization Understood the Clients Requirements

75 80 70 60 50 percentage 40 30 20 10 0 Yes Factors No 25

TABLE-3.1.6

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Table Indicating Whether the Organization Handles Clients Requirement Accurately

RESPONSE Yes No Total

NUMBER OF RESPONDENTS 168 32 200

RESPONDENTS IN PERCENTAGE 84 16 100

Interpretation From the above table we found that 84% of respondents have said that the organization handles their requirement accurately and 16% of respondents have said that the organization does not handle their requirements accurately. High majority of respondents have said that the organization handles their requirements accurately.

CHART-3.1.6

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Organization Handling Clients Requirements

16%

84%

Yes

No

TABLE-3.1.7 Table Indicating Average Number of Queries Received in a Month.

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RESPONSE Less than 10 10 20 20 50 Above 50 Total

NUMBER OF RESPONDENTS 73 62 34 31 200

RESPONDENTS IN PERCENTAGE 36.5 31 17 15.5 100

Interpretation From the above table we found that 36.5% of respondents have said that they receive 10-20 queries per month, 31% of respondents have said that they received 10-20 queries in a month, 17% of respondents have said that they received 20-50 queries in a month and 17% of respondents have said that they received more than 50 queries in month. Majority of respondents have said that they receive up to 20 queries in a month.

CHART-3.1.7 No of Queries Received in a Month

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35 31 35 30 25 PER CEN TAG E 20 15 10 5 0 Less than 10 10 20 20 50 Above 50 RESPONSE 17 16

TABLE-3.1.8 Table indicating whether the queries are relevant to the respondents

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RESPONSE Yes No Total Interpretation

NUMBER OF RESPONDENTS 144 56 200

RESPONDENTS IN PERCENTAGE 72 28 100

From the above table we found that 72% of respondents have said that the queries are relevant to them and 28% of respondents have said that the queries are not relevant to them. High majority of respondents have said that the queries are relevant to them.

CHART-3.1.8

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Whether the Queries are Relevant to the Respondents

No 28%

Yes 72%

TABLE-3.1.9

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Table Indicating Proportion of Relevant Queries.

RESPONSE 20% - 40% 40% 60% More than 60% Total

NUMBER OF RESPONDENTS 36 51 113 200

RESPONDENTS IN PERCENTAGE 18 25.5 56.5 100

Interpretation From the above table we found that 56.5% of respondents have said that the proportion of relevant queries are above 60%, 25.5% of respondents have said that the proportion of relevant queries is about 40-60% and 18% of respondents have said that the proportion of relevant queries is about 20-40%. Majority of respondent have said that the accuracy is above 60% and some substantial proportions of respondent have said that the accuracy of queries falls between 20-60%. The organization should ensure that the accuracy of queries should be high. The necessary steps should be taken in order to make the client satisfied.

CHART-3.1.9 Proportion of Relevant Queries

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56

60 50 PERCENTAGE 40 30 20 10 0 20% - 40% 40% 60% RESPONSE More than 60% 19 25

TABLE-3.1.10 Table Indicating Number of Materialized Business Enquiries.

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RESPONSE More than 5 45 13 Total

NUMBER OF RESPONDENTS 60 66 74 200

RESPONDENTS IN PERCENTAGE 30 33 37 100

Interpretation From the above table we found that 37% of respondents have said that nearly 1-3 enquiries were materialized, 33% of respondents have said that 4 - 5 enquiries were materialized and 30% of respondents have said more than 5 enquiries were materialized. Majority of respondents have said that 1-3 enquiries were materialized.

CHART-3.1.10

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No. of Materialized Business Enquiries

13 37%

More than 5 30%

45 33%

More than 5

45

13

TABLE 3.1.11

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Table Indicating reasons for not being able to materialize the Queries.

RESPONSE Timeliness of reply Buyer Specifications The Pricing factor Others Total

NUMBER OF RESPONDENTS 83 62 30 25 200

RESPONDENTS IN PERCENTAGE 41.5 31 15 12.5 100

Interpretation From the above table we found that 41.5% of respondents have said that they are not able to materialize the queries because of Timeliness of reply and 31% of respondents have said that they are not able to materialize the queries because of Buyer Specifications, 15% of respondents have said that they are not able to materialize the queries because of the pricing factor, 12.5% of respondents have said that they are not able to materialize the queries because of other reasons. Majority of respondents have said that they are not able to materialize the queries because of buyers specifications.

CHART-3.1.11

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Reason for not able to Materialized Queries

45 40 35 30 PERCENTAGE 25 20 15 10 5 0

41 31

15

13

Timeliness of Buyer reply Specifications

The Pricing factor

Others

FACTORS

TABLE-3.1.12 Table Indicating Rank Order of Different Aspects of Online Services.

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Attributes

R1 7 45 18 38 51 17 7 23

R2 6 40 41 54 38 14 9 10

R3 5 33 52 33 37 10 16 17

R4 4 29 44 47 31 18 16 17

R5 R6 R7 3 20 10 11 23 43 54 39 2 1 17 16 21 14 9 8

Weighted Weighted Rank Total Average 28 863 845 985 991 604 562 618 30.82 30.17 35.17 35.39 21.57 20.07 22.07 3 4 2 1 6 7 5

Design of the Page Service Provider Promotion Search Engine Promotion Number of Queries Price of Packaging Terms and conditions Customer Care Interpretation

10 8 48 54 53 47 41 53

Respondents have given best rank to Number of queries followed by Search Engine and design of the page. Respondents have given last rank to terms and conditions and Terms and Conditions. Majority of respondents have given best rank to Number of Queries and last rank to terms and condition. The organization should take care on improving terms and conditions given and it should intimate the price of the packages in order to satisfy the clients.

TABLE-3.1.13

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Table Indicating Whether the Respondents have any tie-up with any other Portals for Online Marketing.

RESPONSE Yes No Total Interpretation

NUMBER OF RESPONDENTS 43 157 200

RESPONDENTS IN PERCENTAGE 21.5 78.5 100

From the above table we found that 78.5% of respondents have said that they do not have any other portals for online marketing and 21.5% of respondents have said that they have tie-up with some other portal for online marketing. Majority of respondents have said that they do not have tie-up with any other portals for online marketing.

CHART-3.1.12

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Do Respondents have tie up with any Other Portals

Yes 22%

Yes No

No 78%

TABLE 3.1.14

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Table Indicating Respondents tie-up with the following Portals .

RESPONSE Trade India Trade Mart E India business Alibaba Total

NUMBER OF RESPONDENTS 84 2 28 86 200

RESPONDENTS IN PERCENTAGE 42 1 14 43 100

Interpretation From the above table we found that 42% of respondents have said that they have tie-up with Trade India, 43% of respondents have said that they have tie up with Alibaba. Majority of respondents have tie up with Trade India and Industrial portals.

CHART-3.1.13

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Respondents having service with other Portals

Number of clients having services with other web portals
Trade India 45 40 35 30 25 percentage 20 15 10 5 0 Alibaba

E India business Trade Mart

Trade India

Trade Mart

E India business

Alibaba

Other Web portals

TABLE 3.1.15

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Table Indicating Amount of time taken by the Organization to Solve the Problem

RESPONSE Less than 1 Day 1 3 Days 3 6 Days More than 6 Days Total

NUMBER OF RESPONDENTS 0 19 142 39 200

RESPONDENTS IN PERCENTAGE 0 9.5 71 19.5 100

Interpretation From the above table we found that 71% of respondents have said that the organization takes 3-6 days to solve the problem and 9.5% of respondents have said that the organization takes 1-3 days to solve the problem. High majority of respondents have said that the organization takes 3-6 days to solve the problem. The organization should take measures to solve the problem as fast as possible in order to satisfy the customer.

CHART-3.1.14

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Time taken by the organization to solve the problem of the Respondents

80 NO. OF RESPONDENTS 70 60 50 40 30 20 10 0 0 Less than 1 Day 13 Days 9.5

71

19.5

36 Days

More than 6 Days

NO. OF DAYS

TABLE-3.1.16

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Table Indicating Respondents Satisfaction Level of Different Attributes with regard to IndiaMart services to their company. Highly Dissatisf Highly Weighted Weighted Attributes Satisfied Satisfied Neutral ied Dissatisfied Total Average Rank 5 Design of the Page Service Provider Promotion Search Engine Promotion No of Enquiries Customer Support activity Price of the Packaging Terms and Conditions 28 0 4 99 77 3 56 96 2 15 27 1 2 0 15 736 650 49.06 43.33 3 5

42

110

43

789

52.6

36 16

94 64

61 92

7 22

2 6

755 662

50.33 44.13

2 4

2 0

56 52

96 102

34 30

12 16

602 590

40.13 39.33

6 7

Interpretation Respondent are highly satisfied with the search engine promotion followed by No. of queries and Design of the page. Respondents are least satisfied with Pricing of Packages and Terms & condition. Respondents have given best rank to No.of queries and last rank to terms and conditions. Organization should take measures to give more details about the prices, terms and conditions and customer support activity in order to make the client satisfied. TABLE-3.1.17

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Table Indicating Respondents Recommendation towards IndiaMart Package and Services.

RESPONSE Yes No Total

NUMBER OF RESPONDENTS 179 21 200

RESPONDENTS IN PERCENTAGE 89.5 10.5 100

Interpretation From the above table we found that 89.5% of respondents have said that they recommend package and services of India Mart and 10.5% of respondents have said that they wont recommend package and services of India Mart. High majority of respondents have said that they recommend package and services of India Mart.

CHART-3.1.15

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Respondents Recommendation towards Indiamart Packages

90 90 80 70 60 PERCENTAGE 50 40 30 20 10 0 Yes RESPONSE No 10

TABLE-3.1.18

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Table Indicating Respondents Decision on Upgrading Services of IndiaMart

RESPONSE Yes No

NUMBER OF RESPONDENTS 178 22

RESPONDENTS IN PERCENTAGE 89 11

Total

200

100

Interpretation From the above table we found that 89% of respondents have said that they recommend improving the services of IndiaMart and 11% of respondents have said that the present services itself good. High majority of respondents have said that the present service of the organization should be improved. The organization should take measure to upgrade the present services.

CHART-3.1.16

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Respondents Decision on Upgrading Services of IndiaMart

89 90 80 70 60 PERCENTAGE 50 40 30 20 10 0 Yes RESPONSE No 11

TABLE-3.1.19

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Table indicating respondents overall ranking toward the performance of India Mart

RESPONSE Excellent Good Average Below Average Poor Total

NUMBER OF RESPONDENTS 19 98 62 17 4 200

RESPONDENTS IN PERCENTAGE 9.5 49 31 8.5 2 100

Interpretation From the above table we found that 49% of respondents have said that the present performance is good and 2% of respondents have said that the present service of the organization is not satisfactory. Majority of respondents have said that the performance of the organization is good and average and some substantial portion of respondents have said that the performance is not satisfactory. The organization should take measures to make the present service better with latest up gradations. This make the client satisfied.

CHART-3.1.17

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Overall Ranking towards the Performance of IndiaMart

Ranking of India Mart performance

49 31 9.5 8.5

S1 Percentage

Excellent

Good

Average Opinion

Below Average

Poor

CHAPTER IV RESULT ANALYSIS

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4.1 FINDINGS 1. 32.5% of the respondents are under manufacturing and 9.5% of the respondents are importing the goods from various countries. 2. 29% of respondents have said that they have less that six month of services and 21.5% respondents said that they having 1-2 years duration. 3. 39% of respondents have said that they have their web presence in order to promote their Business promotion and 17% of the respondents said that they do an online promotion for Brand Image. 4. 67% of respondents have said that their objective of having their web presence was fulfilled and 33% of the respondents are not fulfilled. 5. 75.5% of respondents have said that their requirements where clearly understood by organization and 24.5% of the respondents requirements are not clearly understood by the organization. 6. 84% of respondents have said that the organization handles their requirements accurately and 16% of the respondents requirements are not fulfilled by the organization. 7. 36.5% of respondents have said that they receive less than10 queries in a month and 15.5% of the respondents only get 50 and above enquiries per month. 8. 72% of respondents have said that the proportion of relevant queries and 28% of respondents are getting irrelevant enquiries for his business.

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9. 72% of respondents have said that the proportion of relevant queries are above 60%, 18% of respondents have said that the proportion of relevant queries is about 20-40%. 10. 37% of respondents have said that they have materialized 1-3 enquiries and 30% of the respondents are matured more than 5 enquiries. 11. 41.5% of respondents have said that they are not able to materialize the queries because of Timeliness of reply and 15% of them said that because of pricing factors not able to mature a business. 12. 35.39% of the respondents have given best rank to Number of queries and 20.07% respondents have given last rank to terms and conditions. 13. 78.5% of respondents have said that they do not have tie-up with any other portals for online marketing and 21.5% of them have tie-up with other portals. 14. 43% of respondents have tie up with Alibaba and 42% of the respondents have tie-up with Tradeindia. 15. 71% of respondents have said that the organization takes 3-6 days to solve the problem and 9.5% of respondents have said that the organization takes 1-3 days to solve the problem.

16. 52.6% of respondent are highly satisfied with the search engine promotion followed by design of the page and number of queries and

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39.33% respondents are least satisfied with Terms and Conditions and Pricing of Packages. 17. 89.5% of respondents have said that they recommend package and services of India Mart to others. 18. 49% of respondents have said that the present performance is good and 2% of respondents have said that the present service of the organization is not satisfactory.

4.2 SUGGESTIONS AND RECOMMENDATIONS

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Even though the customers are getting good number enquires from their web presence, but they couldnt materialized it in a profitable manner due to, Timeliness of reply so in order to make good business from the customer side, the customer support team has to monitor the clients properly & they have to induce the client to reply in time to materialized the enquires

Majority of respondents doesnt have tie-up with other portals but the only problem is with the problem solving takes 3-6 days , if they concentrate on customer support more, it will be easy to upgrade the existing clients with higher packages

Organization may take measures to give more details about the prices, terms and conditions and customer support activity in order to make the client satisfied.

Most of respondent told they have received only less than 10 enquires in a month, so IndiaMART has to try more to generate more business enquires through search engine promotion

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4.3 CONCLUSION
Internet is a global interconnection of networks enabling one to access any person content or services that has an online presence or address. A medium that can carry data, content, voice or video, depending on the bandwidth available, enabling flexibility of use, diverse applications and services. The more utilization these are, the more it will be used. The Internet is the worlds largest distributed system; it was designed and engineered for redundancy (it has an abundance of routes and connections) and resilience (it easily recovers from a mishap). The Internet is nor a singly company or a group of companies, no never a single network. It is a world wide mesh or matrix of hundreds of thousands of networks, owned and operated by hundreds of thousands of people in hundreds of countries, all inter connected by about 8000 ISPs (Internet Service Providers). Internet Business has provided the rapid growth in Business by means of developing the Profitable web profile of Individual Corporate and Enterprises. It starts from generating business enquires till payment transaction between suppliers & buyers through On-line. From the survey, we found that a huge business community using internet platform to grow their business and increase the market share. And make business people accept that internet media can generate more business enquiries for their products and services. Based on the acceptance, B2B Industry also can assist the individual enterprises to grow as well as earn more profit. Customers are ready to spend money to promote their products through B2B sites. But they expect relevant queries. In addition to this IndiaMART has established good reputation among its clients helping them to increase the domestic & international sales. IndiaMART has proven record of 15000+ clients and a customer retention rate of over 89% scaling up its operations with effective way of Customer Support.

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ANNUXURE Questionnaire

(a) Name of the Company

(b) Name of the Contact Person : (c) Designation (d) Address of Organization (e) Product and Services 1. The company is mainly into [ ] Manufacturing [ ] Manufacturing & Exporting [ ] Exporting [ ] Importing [ ] Services : : :

2. Please mention how long you have being with in India Mart platform? [ ] Less than 6 months [ ] 6 months 1 year [ ] 1 year - 2 years [ ] 2 years and above 3. Main objective of having Web Presence [ ] Enquiries [ ] Brand Promotion

[ ] Corporate Image [ ] Business Promotion 4. Is your objective of having Web presence being fulfilled? [ ] Yes [ ] No

5. Were your requirements are clearly understood by us and where there any Classifications we sought? [ ] Yes [ ] No

6. Were the requirements and we handling of design changes done swiftly and accurately? [ ] Yes [ ] No

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7. Average Number of queries received in a month [ ] Less than 10 [ ] 10 20 [ ] 20 50 [ ] Above 50

8. Whether the queries relevant [ ] Yes [ ] No 9. Proportion of queries relevant [ ] 20% - 40% [ ] 40% - 60% [ ] More than 60% 10. How many business enquiries were materialized? [ ] 1- 3 enquiries [ ] 4 - 5 enquiries [ ] More than 5 11. What are the reasons for not being able to materialization of Queries? [ ] Timeliness of reply [ ] Buyer Specifications [ ] The Pricing factor [ ] others 12. Kindly rank the following aspects of online services (of your importance) No. (a) (b) (c ) (d) (e) (f) (g) Aspects Rank Design of the Page Service Provider Promotion Search Engine Promotion Number of Queries Price of Packaging Terms and conditions Customer Care

13. Do you have tie-up with any other portals for online marketing? (If No, please skip question 14) [ ] Yes [ ] No

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14. If Yes, Please mention the company you with (tick all that apply) [ ] Trade India [ ] Trade Mart [ ] E India business [ ] Just Dial 15. If No, the reason ________________________________________ 16. If any problem encountered, then within how many days the Problem was rectified? [ ] Less than 1 day [ ] 1 - 3 Days [ ] 3 - 6 Days [ ] More than 6 days

17. Tick the perception level of aspects with regard to IndiaMart Services for your Company. Particulars Design of the Page Service Provider Promotion Search Engine Promotion No of Enquiries Customer Support activity Price of the Packaging Terms and Conditions 18. Will you recommend the package or Services of IndiaMART to your business friends? [ ] Yes [ ] No 19. Would you like to upgrade the services of India Mart? [ ] Yes [ ] No 20. Please rate our overall Performance [ ] Excellent [ ] Good [ ] Average [ ] Below Average [ ] Poor Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

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BIBLIOGRAPHY
I. Reference for Books 1. Dee, David Servicing Tough Customers. SBP Management Press: New Delhi, 1998. 2. Kothari, C. R., Research Methodology Methods and Techniques. Wishwa Prakashan: Delhi (1998): pp 358-362. 3. Kotler, Philip Marketing Management Analysis, Planning, Implementation, and Control. Prentice Hall of India Private Limited: New Delhi, 1994, p 455. 4. Malhotra, Naresh, K. Marketing Research An Applied Orientation. Pearson Education: Delhi (2004). 5. Ramaswamy, V.S., Marketing Management Planning, Implementation, and Control. Macmillan India Limited: New Delhi, 2002, p 488 - 507. 6. Sharma, D.D., Marketing Research Applications, Principles and Cases, Sultan Chand & Sons: New Delhi, 2003.

II. WEBLIOGRAPHY

www.indiamart.com www.indiandata.com www.indianindustry.com www.surfindia.com www.dir.indiamart.com www.trade-express.com www.domain-b.com/marketing/general