G.

S COLLEGE OF COMMERCE AND ECONOMICS ,NAGPUR (YEAR 2022-23)

A
PROJECT REPORT
ON
“THE STUDY OF CUSTOMER SATISFACTION AND TRUST TOWARDS ONLINE
SHOPPING WITH REFERENCE TO MEESHO”

Submitted to

G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR

In partial fulfillment for the award of the degree of

Bachelor of Business Administration

Submitted by

Renuka Walokar

Under the Guidance of

Prof. Ashima Varghese

G.S. College of Commerce & Economics, Nagpur

Academic Year 2022-23
 G.S. College of Commerce & Economics, Nagpur
Academic Year 2022-23

CERTIFICATE

This is to certify that “Renuka Walokar” has submitted the project report titled “THE STUDY OF

CUSTOMER SATISFACTION AND TRUST TOWARDS ONLINE SHOPPING WITH REFERENCE

TO MEESHO”, towards partial fulfillment of BACHELOR OF BUSINESS ADMINISTRATION

degree examination. This has not been submitted for any other examination and does not form part of

any other course undergone by the candidate.

It is further certified that he/she has ingeniously completed his/her project as prescribed by G.S College

of Commerce and Economics, Nagpur.

Prof. Ashima Varghese Dr. Afsar Sheikh

(Project Guide) (Co-ordinator)

Place: Nagpur

Date:

Roshanpreet Randhawa BBA III Year 2

 G.S. College of Commerce & Economics, Nagpur
Academic Year 2021-22

DECLARATION

I here-by declare that the project with title “THE STUDY OF CUSTOMER SATISFACTION AND

TRUST TOWARDS ONLINE SHOPPING WITH REFERENCE TO MEESHO”, has been

completed by me in partial fulfillment of BACHELOR OF BUSINESS ADMINISTRATION degree

examination as prescribed by G.S College of Commerce and Economics, Nagpur and this has not been

submitted for any other examination and does not form the part of any other course undertaken by me.

Renuka Walokar

Place: Nagpur

Date:

Roshanpreet Randhawa BBA III Year 3

 G.S. College of Commerce & Economics, Nagpur
Academic Year 2021-22

ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this golden opportunity to
express my sincere regards to Dr. Swati kathaley , Principal, G.S. College of
Commerce & Economics, Nagpur.

I am extremely thankful to my Project Guide Prof. Ashima Verghese for her guideline
throughout the project. I tender my sincere regards to Co-ordinator, Dr.Afsar Sheikh for giving
me outstanding guidance, enthusiastic suggestions and invaluable encouragement which helped
me in the completion of the project.

I will fail in my duty if I do not thank the Non-Teaching staff of the college for their Co-

operation. I would like to thank all those who helped me in making this project complete and

successful.

Renuka Walokar

Place: Nagpur

Date:

Roshanpreet Randhawa BBA III Year 4

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

INDEX

Sr.
No PARTICULARS PAGE
. No.

1. Introduction 6-11

2. Company Profile 12-18

3. Literature Review 19-20

4. Research Study 21-27

22
● Objectives
23
● Need and Scope
24
● Hypothesis
● Problem Defination 25

Research Methodology 26-27

5. Data Analysis & Interpretation 28-40

6. Conclusion & Limitations 41-43

7. Recommendations & Suggestions 44-45

8. Bibliography 46-47

9. Annexure

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INTRODUCTION

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INTRODUCTION
Since humans began exchanging products and services with one another, commerce has existed. From the
earliest days of bartering through the formation of currencies and the establishment of trade routes,
mankind have sought out ways to exchange products and services and have built a distribution system
around it. The macroeconomic purchase and sale of products and services by huge entities at large scale are
now commonly referred to as commerce. A transaction is defined as the sale or purchase of a single item
by a consumer, whereas commerce refers to all transactions relating to the purchase and sale of that item in
an economy. The majority of trade takes place on an international level and involves the purchasing and
selling of goods between countries. It is vital to note that commerce is not actually a synonym of business,
rather a subset of it. Marketing is considered as one of the most crucial aspects of commerce. The term
"market" refers to a gathering place where potential buyers and sellers might come together to trade goods
or services. It is essentially a medium that facilitates these economic transactions. It permits the exchange
of commodities, services, and information under the protection of the law and for a fee in general.
Marketing is the process by which a corporation promotes the purchase or sale of a product or service.
Advertising, selling, and delivering things to customers or other businesses are all examples of marketing.
When properly executed marketing can lead to a company‟s growth by using several marketing strategies.
Electronic commerce which is commonly known as e-commerce is a modern version of commerce that
enables a firm or individual to conduct business over an electronic network. The process of buying and
selling actual goods and services through the internet is known as ecommerce. It entails the exchange of
data or currency between multiple parties in order to complete a transaction. It is part of the larger
electronic business (E-business) industry, which encompasses all of the operations required to run a
business online. By providing cheaper and more effective distribution channels for their products or
services, ecommerce has allowed firms (especially those with a limited reach, such as small businesses)
obtain access to and build a bigger market presence. Target (TGT) has expanded its online store, allowing
customers to buy everything from clothes and coffeemakers to toothpaste and action figures from the
comfort of their own homes. The way individuals purchase for and consume products and services has
changed as a result of ecommerce. People are increasingly using their computers and smart devices to place
orders for things that can be delivered quickly to their homes. As a result, it has wreaked havoc on the retail
scene.

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ELECTRONIC COMMERCE (E-COMMERCE)

E-Commerce refers to a business model that enable an individual or a firm to conduct business over an
electronic network. It is buying and selling of products and services over the internet. E-Commerce is an
advanced form of mail order business. Almost all products and services can be bought and sold through E-
Commerce. Business operations occur either as business to business (B2B), business to consumer (B2C),
consumer to business (C2B), or consumer to consumer (C2C). It can be conducted over computers,
smartphones and other smart devices. “E-Commerce is sharing business information, maintaining business
relationships and conducting business transactions by means of telecommunication networks”. “E-
Commerce describes the buying and selling of products, services and information via computer networks
including the internet”

E-TAIL (ELECTRONIC RETAILING)

E-Tailing is the subset of E-Commerce. E-Tailing is the sale of goods and services through internet. It
requires companies to tailor their business model to capture internet sales, which includes building out
distribution channels such as warehouses, internet webpages and product shipping centers. It is the practice
of selling retail goods on the internet.

CONSUMER
The term „consumer‟ refers to the person who buys goods and services for his personal consumption. A
consumer is a person or a group who intends to order or uses purchased goods, products or services
primarily for personal, social, family, household and similar needs, not directly related to business
activities. They are the end users in the distribution chain of goods and services. They do not sell the item
they have bought for consumption.

CONSUMER BEHAVIOUR
Consumer behavior is the behavior of a person as a consumer. It includes the study of what the consumers
buy, why they buy it, how they buy it, where they buy it, when they buy it, how often they buy it. It also
includes how the consumer‟s emotions, attitudes and preferences affect buying behavior. According to
American Marketing Association, consumer behavior can be defined as “the dynamic interaction of affect
and cognition, behavior, and environmental events by which human beings conduct the exchange aspects
of their lives”. According to Moven, “It is the study of decision-making units and the process involved in
acquiring, consuming and disposing of goods, services, experiences and ideas”.

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According to Schiffman and Kanuk, “It is the behavior that consumers display in searching for, purchasing,
using, evaluating and disposing of products, services and ideas that they expect will satisfy their needs”.
Consumer behavior is influenced by factors like psychological, social, cultural, personal, and economical.
Market is highly fluctuating. In order to sustain in the highly competitive market, sellers should have a
complete knowledge about the needs and wants of customers. Products and services are designed after
studying the consumer buying behavior. All marketing strategies are developed on the basis of the buying
behavior of consumers.

TYPES OF BUYING BEHAVIOR

Consumer‟s buying behavior varies with the type of products purchased by them. Henry Assacl has
identified four types of buying behavior;

CONSUMER BUYING PROCESS

Consumer buying process consists of six processes which enable him to take purchasing decision. It
includes; Problem recognition-This is the first stage in consumer buying process. It includes identifying the
needs and wants of target consumer. For initiating buying process there should be a problem or need.
Information search-In this process consumer collects information about the problem recognized both
internally and externally. Evaluation of alternatives-In this stage consumer evaluates all the available
alternatives of products and brand options on a scale of particular attributes. Here alternatives are evaluated
on the basis of functional and psychological benefits they offer. Purchase decision-In this stage consumer
intends to buy the most preferred brand or product which satisfy his needs in the best possible way.
Purchase-In this stage actual purchase takes place.

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Post purchase evaluation-As this is the final stage of consumer buying process, consumer evaluates
whether he is satisfied or dissatisfied with the purchase. Consumer preference is described as an
individual's subjective tastes as measured by their pleasure with things purchased after they have been
purchased. Utility is a term used to describe this feeling of fulfillment. How consumer utility compares
between different things can be used to estimate consumer worth.
There is opportunity cost for buying a particular good. Therefore Consumer preferences can be quantified
by comparing their happiness with a certain item to the opportunity cost of that item, because when you
buy one item, you lose the chance to acquire another. Each individual has a set of preference which varies
from person to person. Consumer preference is mainly influenced on factors like individual taste, budget,
culture, education and many other factors. The objective of consumer is to choose a bundle of goods which
provides maximum level of satisfaction to him.

CUSTOMER TRUST

Trust is the belief in someone or something. In order to sustain in the competitive market, delivering better
and quality services is important as it helps in customer retention. Customers will make repeat purchases
from company only if they provide excellent customer service. Therefore building customer trust is
important in order to retain loyal customers. Customer trust is the trust of a customer towards business. It is
the belief of customers that companies will do what they say and will not deliberately harm consumers. It is
the foundation of every successful business. Trust is the glue that bonds a customer to a brand. Customer
trust is earned over time through constant interactions with the consumers. Gaining customer trust is
important as it increases goodwill of the company. In the technologically advancing world of business
customer trust matters the most as customer share their personal data with business apart from spending
money. They share their personal data and information in order to experience more personalized customer
services in the belief that companies won‟t misuse these data. If firms succeed in building customer trust it
not only increases their profit margin but also create loyal customers.

WAYS TO BUILD CUSTOMER TRUST

Telling your story-
The first step in building customer trust is briefly explaining the company‟s history, expertise and awards
earned to the customers. If they love the approach, values and authenticity of business they will be
naturally drawn to it. In order to share firm‟s view you can conduct campaigns. By conducting creative and
socially relevant campaign company can easily gain customer‟s attention.
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Be honest and transparent-

The most important way to gain customer trust is being honest and open about your products and services
and what customers can expect from you as a company. To earn customer‟s trust you must provide all the
necessary information to the customers which they demand.

Know your target audience-

To build trust it is important to understand the needs and wants of customers and develop products to
satisfy their needs. It is also important to provide added values to customers to attract them. Customer is
the king of market. Therefore deep understanding of his needs is necessary.

Share reviews-
Most of the customers go through reviews before purchasing a product. They trust the experience of others
over the claims of the company. Reviews help in creating a strong and immediate impression of a
company‟s goods and their customer service credentials.

Create and share video testimonials-

Video testimonials are powerful medium to demonstrate the worthiness of a product or service. Customers
can be easily attracted and persuaded in to purchasing your company‟s product through video testimonials.

Put a face to the name-

In an effort to make customers feel connected to the company, it is useful to show them the team behind
the products. That is how you can build empathy and rapport on a human scale.

Offer great customer service-

Offering a great customer service is important to crate loyalty and trust towards your product and company.
Customers should be provided with professional, personal and efficient services. If the company succeeds
in providing services above their expectations then there is a higher chance of customers coming back to
company.

Build a reputation-
Warren Buffet said, “It takes 20 years to build a reputation and five minutes to ruin it”. Reputation can be
built by supplying great products, providing faultless customer service and training employees to the
highest standard.
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Share best practices-

By providing useful tips and best practice about how to get the most out of your product will definitely
increase customer‟s understanding of product and services. An explainer video is a great way to share the
knowledge on a product and it attracts the customers.

Be contactable-
The contact page of a company is the first point of contact with their customers. As a result, it's almost
certain to be one of the most frequented pages on any website. Improving the conversion rate of your
contact page can help your business, and adding a human touch to the process can help convert hesitant
buyers into ardent supporters.

Build social proof-

Customer case studies providing a detailed solution and how it helped customers are really a great way to
build customer trust. It also makes a good impression among customers and also shows how expertise the
company is in dealing with its customers.

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COMPANY PROFILE

Meesho is an Indian social e-commerce company situated in Bengaluru, Karnataka, India. Vidit Aatrey and
Sanjeev Barnwal launched it in December 2015.Meesho is the abbreviated form for „My E-shop‟. It is an
online platform where users can purchase and resell the products provided by the organization. It is now a
part of WhatsApp business with the catalogue feature. It is available for download from both the Google
play store and Ios app store, which allows anyone to establish a business with zero investment. This app is
one of the India‟s most popular social commerce platforms, allowing anyone to launch an online business.
In June 2019, Meesho became the first Indian startup to obtain funding from Facebook. It employs over
750 people. According to the reports Meesho is the most downloaded app on Play store for July 2021. In
April 2021, Meesho raised $300 million led by Soft Bank Vision Fund giving it a valuation of $2.1Billion.
Its tagline says, “Not just a homemaker, a Meesho entrepreneur”. Meesho claims that their platform has
connected them with more than 13 million entrepreneurs. Women make up the vast majority of business
owners. Meesho is India's largest and most reliable platform for Resellers that sell things online via
WhatsApp and Facebook. Meesho is trusted by over 50,000 resellers and helps them expand their online
business by supplying hit items at low costs with excellent quality and a simple return policy. All around
India, they deliver to your doorstep. Payment Options are available in both online and cash on delivery.
Meesho has helped thousands of people earn a living over the last two years by making it easier for them to
establish and expand their online reselling businesses. Meesho has strict quality controls in place to ensure
that only high-quality vendors are on boarded. They have a simple return and exchange policy in case the
product quality isn't up to par. In addition, the team actively solicits user input on product quality and after-
sales service. On the Product Details page, you can also see this feedback in the form of Ratings &
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Reviews. Meesho's quality control method is improved as a result of this feedback, and low-quality
vendors are eliminated. On the supply side, the corporation is also experimenting with new categories. For
example, in the case of travel packages, resellers are attempting to sell travel packages to end users.
Currently, the majority of them are women's and children's clothing, but Meesho is experimenting with
travel, FMCG, and beauty, among other things. So far, Amazon Web Services (AWS) has met the

company's cloud server needs, and the company's expansion into new categories is likewise based on this
infrastructure. Meesho's resale concept is similar to that of a personal shopper. Customers purchase
products straight from e-commerce sites such as Flipkart or Amazon. A reseller model, on the other hand,
adds a third party between the platform and the consumer.
A product will be shared with the reseller's network via WhatsApp or Instagram. If a customer wishes to
place an order, they may do so after adding their margin, and Meesho will deliver the product directly to
the customer. The supplier saves money on marketing and shipping, the reseller gains money from their
markup on each product, and Meesho receives a commission from the provider. Resellers aren't Meesho's
sole competitive advantage over Amazon and Flipkart. Another secret sauce of Meesho is the creation of an
easy-to-use platform, similar to WhatsApp. Their goal was to create something as simple as Whats App. In
fact, the first few versions of the app were designed to seem extremely similar to WhatsApp's User
experience in order to familiarize users with the service when they went online. As transactions increased, \

Meesho's income nearly tripled to 307 crore in the fiscal year ended March 2020. However, losses
increased threefold to 315.4 crore, owing to higher logistics and fulfillment expenses. The bottom line will
seem healthier when economies of scale kick in. The success of Meesho, as well as the market's potential,
has attracted some notable investors. Soft Bank, for example, is investing in Meesho for the third time in
India's ecommerce market, following Snapdeal and Flipkart. Vidit and Sanjeev have developed a
sophisticated understanding of the Indian market and have built a platform to service the next 500 million
internet shoppers. They are connecting more than 50 million SMEs to the internet while also supporting
women businesses. Meesho's success can be attributed to Facebook India. Meesho has been effective in
providing a platform for small firms and entrepreneurs to increase sales outside of urban areas. Fashion,
beauty, furnishings, and home appliances are among Meesho's unbranded and long-tail sectors. As a result,
a shift into grocery seemed inevitable, despite the fact that the circumstances were far from perfect.

Meesho is India‟s fastest-growing internet commerce company. We want to make ecommerce accessible to
all. Our vision is to enable 100 million small businesses in India, including individual entrepreneurs, to
succeed online. Our mission is to democratize internet commerce by bringing a range of products & new
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customers online. What started, six years ago, as a reseller-focused platform enabling millions to sell
online, has now emerged as a single ecosystemconnecting sellers, to consumers and entrepreneurs.
Mission: Democratize internet commerce for everyone
Vision: Enable 100M small businesses to succeed online

Dealing categories – Women ethnic and western wear, Men ethnic and western wear, Jewellery and
accessories, Beauty and health, Bags and footwear, Home and kitchen, Kids and Electronics
Meesho Investors – Y Combinator, Shunwei Capital, SAIF Partners, Naspers, Eric Kwan, Sundeep
Madra, Facebook, Abhishek Jain, Rajul Garg, Maninder Gulati, Investopad, VH Capital, Venture
Highway, Venky Karnam, Locus Ventures, Brennan Loh, Alvin Tse, Kashyap Deorah, Jaspreet Bindra,
Sequoia India, Sequoia Capital India, RPS Ventures, DST Partners, Prosus Ventures, SoftBank
Vision Fund 2, Knollwood Investment
Meesho competitors – Deal Share, Glow Road, Shop101, Volusion, Elenas, huboo, Drop, and Store Hippo.
Contact email – help@meesho.com
Phone number – +91 80617 99600
Read more biographies and success stories of business leaders, celebrities, healthcare professionals,
etc. at Leader Biography.
Suggested Read: Y. S. Chowdary, SP Singh Oberoi

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RESEARCH STUDY

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OBJECTIVES OF THE STUDY

 To know the factors which attracts customers to purchase through Meesho app?

 To find out the level of satisfaction on Meesho app.

 To understand the consumer‟s perception and attitude towards Meesho app.

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NEED AND SCOPE OF THE STUDY

Online selling app has gained a lot of importance in the present marketing condition. But every

application is not known to the public. And the awareness about the new applications is very rare.

This is one of major problem for the business people who are introducing the new applications

through online marketing. The problem area of the survey is consumer awareness and satisfaction

towards the Meesho app.

● To identify the awareness of the consumer about Meesho App.

● To determine the factors influencing to choose Meesho App.

● To know the customer satisfaction level with Meesho App.

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HYPOTHESIS

H0: The satisfaction level of consumer of brand Meesho is not high.

H1: The satisfaction level of consumer of brand Meesho is high.

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PROBLEM DEFINATION

 From the study it is found that majority of people depend upon social media nowadays.
 Majority of respondents are saying that they got to know about meesho app from social media.
 From these we can say that social media is influencing people.
 From the study we also found that majority of respondents were falling under the age 
group of16-25 form these we can say younger generation is very much attached with social 
media.
 From the research, we found that people think that meesho gives affordable price and majority 
ofthe people believe that meesho gives good quality.
 And it is been observed that while buying clothes people pay more attention on quality.
 From the study it is been also discovered that 35.8% of respondents are highly satisfied with
meesho app. As it has become a trend that majority of people keep doing online shopping.

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RESEARCH METHODOLOGY

The survey technique is intended to secure one or more items of information from a sample
of respondents who are representatives of a larger group. The information is recorded on a form
known as questionnaire. As data are gathered by asking questions from persons who are believed to
have desired information, the method is known as questionnaire technique.

Meaning of Research

According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences define

research as “the manipulation of things, concepts or symbols for the purpose of generalizing to
extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the
practice of an art”.

1) Primary data:
Meaning: Primary sources of data are the data which needs thepersonal efforts of
collect it and which are not readily available.
Primary source of data are the other type of source through which the data wascollected.
Following are few ways in the data was collected:
1. Questionnaires: It is the set of questions on a sheet of paper was beinggiven to the of fill
it, bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where Iasked the questions
directly to the customers and I got the feedback.

2) Secondary data:
Secondary sources are the other important sources through which the data was collected.
These are the readily available sources of the data where one had need not put much effort to
collected, because it is already been collected and part in an elderly manner by some researcher,
experts and special.

The secondary sources helpful for the study were

• Text books like marketing management research methodologyAdvertisement and

sales promotion etc.
• Internet was made use for the collection of the data.
• Newspapers were also referred.
• Business magazines were referred.

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3. Sample size:
By using judgment random sampling technique 80 respondents areselected for the
purpose of the study.
4. Period of study:
The study is undertaken in the duration of 34 days.

5. Research approach:
The survey method was adopted for collected the primary data. Survey research is
systematic gathering of data from respondent through questionnaire.

6. Research instrument:
The data for this research study was collected by survey technic usinginterview method
guided by questionnaire.
7. Collection of Data:
Questionnaire and personal interviews are the methods that I have used for collecting
the data.

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DATA ANALYSIS & INTERPRETATION

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Table 1 showing Gender wise classification

Gender Number Percentage

Male 23 28.75

Female 57 71.25

Other 0 0

Total 80 100

GENDER
Male Female Other

0%

28.75%

71.25%

Figure 1 showing Gender wise classification

From the above table, it can be found out that there are 80 respondents in total in which 28.75%
of respondents are Male and 71.25% are female. Majority of the respondents are female.

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Table 2 showing Family Income

Family income Number Percentage

Below 10000 12 15

10000-50000 18 21.3

50000-100000 34 42.5

above 100000 16 21.3

Total 80 100

Percentage

15
21.3

Below 10000
10000-50000
21.3
50000-100000
above 100000

42.5

Figure 2 showing Family Income

INTERPRETATION
Table 2 shows the family income of the respondents. 15% of the respondents come below
10000, whereas 21.3% of respondents have income between 10000 and 50000. Majority of the
respondents falls under the category 50000-100000 constituting 42.5% of total. 21.3% of
respondents have family income above100000.

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Table 3 showing preference for online shopping than traditionalshopping

Response Number of respondents Percentage

Yes 66 82.50

No 14 17.50

Total 80 100

RESPONSE
90
82.5
80

70

60

50

40 RESPONSE

30

20 17.5

10

0
YES NO

Figure 3 showing preference for online shopping than traditional shopping

Table 3 shows the number of respondents who prefers online shopping over traditional
shopping. Out of 80 respondents 66 of them prefer online shopping while 14 of them prefer
traditional shopping. It is clear from the table that majority of them choose online shopping.

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Table 4 showing number of respondents familiar with Meesho app

Response Number of Percentage

respondents
Yes 75 93.75

No 5 6.25

Total 80 100

RESPONSE
100 93.75
90
80
70
60
50
RESPONSE
40
30
20
10 6.25

0
YES NO

Figure 4 showing number and percentage of respondents familiar with Meesho app

Table 4 shows the number of respondents who are familiar with Meesho app. Majority of the
respondents are familiar with Meesho app constituting 93.75% of the total responses while
only 6.25% of the respondents are not familiar with it. From the table it is clear that Meesho is
indeed a popular online shopping app.

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Table 5 showing the frequency of using Meesho app

Response Number of respondents Percentage

Once in a month 60 75

Twice in a month 14 17.5

More than 2 times a month 6 7.5

Total 80 100

Percentage

7.5

17.5
Once in a month
Twice in a month
More than 2 times a month

75

Figure 5 showing the frequency of using Meesho app

The table 5 shows the frequency of using Meesho app. 75% of the respondents use Meesho
once in a month while 17.5% use it twice in a month. Only 7.5% of respondents use Meesho app
more than two times in a month.

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 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Table 6 showing number of respondents agreeing whether Meesho is

affordable or not

Response Number of respondents Percentage

Strongly Disagree 3 3.75

Disagree 1 1.25

Neutral 13 16.25

Agree 49 61.25

Strongly Agree 14 17.5

Total 80 100

Percentage
3.75 1.25

17.5
16.25
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree

61.25

Figure 6 showing number of respondents agreeing whether Meeshois affordable or not

Table 6 shows the number of respondents agreeing whether Meesho is affordable or not. 3
people strongly disagree when asked whether Meesho is affordable. 1 person disagrees while
13 respondents gave a neutral response. 49 respondents agreed that Meesho is affordable where
14 of the total respondents strongly agreed that Meesho is affordable. It is clear from the table
that majority of the respondents agreed that Meesho is affordable.

Renuka Walokar BBA III Year 29

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Table 7 showing whether the respondents are satisfied by the services

provided by Meesho or not

Response Number of respondents Percentage

Strongly Disagree 1 1.3
Disagree 0 0
Neutral 20 25
Agree 47 58.8
Strongly Agree 12 15
Total 80 100

Percentage
1.3
0

15
25
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree

58.8

Figure 7 showing whether the respondents are satisfied by the services provided by Meesho
or not

The above table shows whether the respondents are satisfied by the services provided by
Meesho or not. Here 1.3% of the total respondents strongly disagree when asked if they are
satisfied by the services provided by Meesho while no one disagreed to it. 25% of the
respondents recorded neutral responses. 58.8% of the total respondents agreed that they are
satisfied by the services provided by Meesho while 15% of the respondentsstrongly agreed to it.

Renuka Walokar BBA III Year 30

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Table 8 showing whether respondents get good quality products at lower cost
on Meesho app

Response Number of respondents Percentage

Strongly Disagree 1 1.3
Disagree 3 3.8
Neutral 16 20
Agree 44 55
Strongly Agree 16 20
Total 80 100

Percentage

Strongly Agree

Agree

Neutral Percentage

Disagree

Strongly Disagree

0 10 20 30 40 50 60

Figure 8 showing whether respondents get good quality products atlower cost on Meesho

Table 8 shows whether respondents get good quality products at lower cost or not. 1.3% of the
respondents strongly disagreed when they were asked whether they get good quality products
on Meesho or not while 3.8% disagreed to it. 20% of the respondents marked neutral responses
while majority of the respondents agreed that they get good quality products at lower cost on
Meesho constituting 55% of the total respondents. 20% of the respondents strongly agreed that
they get good quality productson Meesho at lower cost.

Table 9 showing whether shopping from Meesho saves their time ornot
Renuka Walokar BBA III Year 31
 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Response Number of respondents Percentage

Strongly Disagree 1 1.3
Disagree 2 2.5
Neutral 14 17.5
Agree 43 53.8
Strongly Agree 20 25
Total 80 100

Percentage

Strongly Agree

Agree

Neutral Percentage

Disagree

Strongly Disagree

0 10 20 30 40 50 60

Figure 9 showing whether shopping from Meesho saves their time or not

Table 9 shows whether shopping from Meesho saves the time of respondents or not. 1.3% of
respondents strongly disagreed when asked whether shopping from Meesho saves their time
while 2.5% disagreed to it.17.5 % of the respondents gave neutral responses. 53.8% agreed that
they get all kind of products from Meesho while 25% strongly agreed to it. It is clear from the
table that majority of the respondents agreed that shopping from Meesho save their time than
going to physical stores for purchasing.

Table 10 showing the number of respondents who trust buying Meesho

Renuka Walokar BBA III Year 32
 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

entrusted products

Response Number of respondents Percentage

Strongly Disagree 1 1.3

Disagree 1 1.3

Neutral 23 28.7

Agree 41 51.2

Strongly Agree 14 17.5

Total 80 100

Percentage

Strongly Agree

Agree

Neutral Percentage

Disagree

Strongly Disagree

0 10 20 30 40 50 60

Figure 10 showing the number of respondents who trust buying Meesho entrusted product
Table 10 shows the number of respondents who trust buying Meesho entrusted products. 1.3%
of respondents strongly disagreed when asked if they recommend Meesho app to others while
the other 1.3% also disagreed to it.28.7 % of the respondents gave neutral responses. 51.2%
agreed that they recommend Meesho app to others while 17.5% strongly agreed to it. It is clear
from the table that majority of the respondents agreed that they trust buying Meesho entrusted
products.

Table 11 showing exchange and return policy in Meesho

Renuka Walokar BBA III Year 33

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Response Number of respondents Percentage

Strongly Disagree 1 1.25
Disagree 3 3.75
Neutral 21 26.25
Agree 40 50
Strongly Agree 15 18.75
Total 80 100

Percentage
1.25
3.75

18.75

Strongly Disagree
26.25
Disagree
Neutral
Agree
Strongly Agree

50

Figure 11 showing exchange and return policy in Meesho

Table 11 shows the whether there is exchange and return policy in Meesho. 1.25% of
respondents strongly disagreed when asked if there is exchange and return policy in Meesho
while 3.75% disagreed to it.26.25 % of the respondents gave neutral responses. 50% agreed that
there is exchange and return policy in Meesho while 18.75% strongly agreed to it. It is clear
from the table that majority of the respondents agreed that there is exchange and return policy in
Meesho.

Table 12 showing if the respondents are satisfied by purchasing fromMeesho

Renuka Walokar BBA III Year 34

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Response Number of respondents Percentage

Strongly Disagree 2 2.5
Disagree 0 0
Neutral 18 22.5
Agree 37 46.25
Strongly Agree 23 28.75
Total 80 100

Percentage

Strongly Agree

Agree

Neutral Percentage

Disagree

Strongly Disagree

0 10 20 30 40 50 60

Figure 12 showing if the respondents are satisfied by purchasing from Meesho

Table 12 shows the whether respondents are satisfied by purchasing from Meesho. 2.5% of
respondents strongly disagreed when asked if they are satisfied of their purchases from Meesho
while 0% disagreed to it. 22.5 % of the respondents recorded neutral responses. 46.25% agreed
that they are satisfied by purchasing from Meesho while 28.75% strongly agreed to it. It is
clear from the table that majority of the respondents agreed that they are satisfied by purchases
from Meesho.

Renuka Walokar BBA III Year 35

G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

FINDINGS

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 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

Findings
 This study is conducted to understand customer trust on Meesho app. Among 80 sample
taken, 28.75% of respondents are male and 71.25% are female.
 Among 80 sample 15% have family income is below 10,000. 21.3% of respondents have
family income between 10000 and 50,000 while 42.5% have family income between
50,000 and 1,00,000. 21.3% of the respondents have family income above 1,00,000.
 Out of 80 sample 82.5% showed preference for online shopping over traditional shopping
while 17.5% preferred traditional shopping.
 Out of the total 80 sample, 93.75% are familiar with Meesho app while 6.25% are
unfamiliar with it. It shows that Meesho‟s familiarity and popularity among the sample
drawn.
 75% of the sample uses Meesho app once in a month while 17.5% use it twice a month.
7.5% of the sample uses the app more than two times in a month.
 Among the 80 sample collected 17.5% strongly agreed that Meesho is affordable while
61.25% agreed it. 5% of the sample didn‟t agree that Meesho is affordable.
The study indicates that Meesho is affordable.
 73.8% of the sample are satisfied by the services provided by Meesho. 1.3 % have recorded
their dissatisfaction regarding the service provided by Meesho by disagreeing to it.
Majority of the customers are satisfied by the services providedby Meesho.
 75% of the sample agreed that they get good quality products on Meesho app at lowest
price which is one of the major attractiveness of the app. Only 5.1% disagreed by stating
that they don‟t get good quality items at cheaper rate. Majority get good quality stuff at
lower cost.
 Among the total sample collected, 78.8% have stated that, it saves their time when shopping
from Meesho. 3.8% have disagreed when asked whether shopping from Meesho saves their
time. It is clear that majority of them think that shopping from Meesho can save their time
than shopping from physical stores.
 68.7% of the sample trust buying Meesho entrusted products while, 2.6% don‟t trust it.
More than half of the sample taken have trust towards Meesho entrusted products.

Renuka Walokar BBA III Year 37

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

 Among the sample taken, 68.75% agreed that there is exchange and return policy in
Meesho while 5% disagreed to it. More than half of the sample taken said that they are
able to exchange and return products easily in Meesho.
 Around 75% of the respondents stated that they are satisfied by purchasing from Meesho
while 2.5% of them were dissatisfied by purchasing from Meesho. It shows that customer
satisfaction of Meesho is very high

Renuka Walokar BBA III Year 38

G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

CONCLUSION

Renuka Walokar BBA III Year 39

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

CONCLUSION

After conducting the study it was found out that majority of the respondents preferred online
shopping over traditional shopping. This is because of the convenience and door step delivery in
online shopping. Customers can purchase almost any kind of product through online. They can
make purchase at any time, from anywhere which makes online shopping, the preferred mode
of shopping. Due to these reasons the number of online customers are increasing significantly.
Therefore many companies are entering into online business, after understanding the scope of
e-tail. Number of such online business is increasing day by day. Therefore Meesho is facing a
tough competition to survive in this field. But from the study conducted, it is found out that
Meesho is a popular app as majority of them are already aware about it. Many of them make
frequent purchase from Meesho due to the attractive offers given by Meesho and because of the
implementation of successful marketing strategies. The factor which attracts most of the
consumers is the quality of the products purchased from Meesho. It is clear that consumers trust
Meesho app because of the quality of the services provided and by keeping up of its promise.
Because of these reasons, customers are ready to make repurchase from Meesho. That means,
Meesho have loyal customers. So, it is clear that Meesho succeeded in building „Customer
trust‟ by years of its hard work and implementation of critical marketing and advertising
strategies. Customers mainly trust Meesho because it is able to keep its promise which are
advertised and also it is only charging a reasonable rate for each products traded. Majority of
them are impressed because of the efforts it take to help manufacturers from getting exploited
by middlemen. It also aims at creating entrepreneurs, by providing an option for reselling, which
make them standout from their competitors. Majority of these resellers are women. It helps
women become entrepreneurs, which makes the app widely accepted among them. Meesho has
unique features as compared to other apps. Due to all these reasons majority of the customers
trust Meesho app. Customer trust built reputation along with increasing profit margin for
Meesho and it became an effective advertisement for the app as majority of the users
recommend the app to others. All these above mentioned factors helped Meesho in becoming
number one online shopping app in India by beating its competitors.

Renuka Walokar BBA III Year 40

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

LIMITATIONS

 The study has been carried out for very short period of time.
 The study is based on secondary information.
 Some of the employee‟s benefits data are classified
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 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

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SUGGESTION

Renuka Walokar BBA III Year 42

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

SUGGESTIONS
Even though many of them use Meesho and are aware of the services provided by it, there are still many

people who are not ware about Meesho app. They are not able to express their opinion because of lack

of knowledge of the app. Therefore necessary steps must be taken to make the public aware about the

app.

Peoples are getting awareness only through their mobile phones. It will not reach more people so the

awareness should be done in all modes of advertisements like Television, Radio, Newspapers,

Magazines, etc….

This Meesho app is fully focus on Home makers it is a good effort but it should reach all the age group

peoples.

Good application keeps this achievement and work more to make some new developments in online

selling field.

Delivery charge can be reduced.

Product Quality can be improved even more better

Renuka Walokar BBA III Year 43

G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

BIBILOGRAPHY

Renuka Walokar BBA III Year 44

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

WEBSITES
 https://bootcamp.uxdesign.cc/case-study-pepperfry-92ebfadd1406

 https://en.wikipedia.org/wiki/Amazon_(company)

 https://en.wikipedia.org/wiki/Myntra

 https://images.app.goo.gl/BdXe7eKvhUbGqnwp9

 https://images.app.goo.gl/b476QRMT2sQAvQyP9

 https://www.toppr.com/guides/business-studies/marketing/market-and-
marketing/#:~:text=In%20modern%20terms%2C%20economists%20such,requ
ire%20in%20exchange%20for%20money
 https://www.wyzowl.com/gain-customer-trust/

Renuka Walokar BBA III Year 45

G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

APPENDIX

Renuka Walokar BBA III Year 46

 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

CUSTOMER TRUST ON MEESHO APP

Name: Age:

Gender: M/F

Family Income:
 Below 10000
 10000 – 50000
 50000 – 100000
 Above 100000

I prefer online shopping than traditional shopping – Yes / No

I'm familiar with Meesho app – Yes / No

I use Meesho app (once in a month / twice in a month / More than 2 times in a month)

Place a tick mark at the appropriate boxes:

(SDA – Strongly Disagree, DA – Disagree, N – Neutral, A – Agree, SA – StronglyAgree)
Sl.No PARTICULARS SDA DA N A SA
1 I agree that it is affordable
2 I get exactly the same products that I ordered
3 I'm satisfied by the services provided by Meesho
4 I make profit by reselling through Meesho
5 I get good quality products at lower cost
6 It has an impact on my overall budget
7 I have an account on Meesho for reselling
8 I purchase products from Meesho after reading
reviews
9 I get all kind of products from Meesho
10 It saves my time
11 I recommend Meesho app to others
12 I trust buying Meesho entrusted products
13 I save a lot by purchasing through combo deals

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 G.S COLLEGE OF COMMERCE AND ECONOMICS, NAGPUR (YEAR 2022-23)

14 I always get offers while purchasing from

Meesho
15 There is exchange and return policy in Meesho
16 I get refund after cancelling the orders
17 I'm satisfied by purchasing from Meesho
18 I am happy that my money goes to the
manufacturers and not to the middleman.
19 I know that Meesho doesn‟t charge high amount
for its products.
20 Meesho keeps its promise on the delivery date.
That is, I get the products on time.
21 I am happy that Meesho helps the manufacturers
not getting exploited by middleman
22 I agree that Meesho keeps its promises which are
advertised

Renuka Walokar BBA III Year 48