PROJECT DISSERTATION

On

“A STUDY ON CONSUMER SATISFACTION

TOWARDS E COMMERCE SITES:
MEESHO AND SHOPSY”
Submitted In Partial Fulfilment For The Award Of The
Degree Of Masters Of Business Administration 2023-25

UNDER THE GUIDANCE OF SUBMITTED BY:

[Link] MALIK NIKHIL PANDEY

FACULTY, MAIT 02214803923

MBA 4TH SEMESTER

MAHARAJA AGRASEN INSTITUTE OF TECHNOLOGY

Affiliated to Guru Gobind Singh Indraprastha University, Delhi

PSP Area, Plot No. 1, Sector 22, Rohini Delhi 110086

 STUDENT UNDERTAKING
This is to certify that I have completed the Project Dissertation
on “A STUDY ON CONSUMER SATISFACTION
TOWARDS E COMMERCE SITES: MEESHO AND
SHOPSY” under the guidance of MR. RAJAT MALIK in
partial fulfilment of the requirement for the award of degree of
Masters of Business Administration at Maharaja Agrasen Institute
of Technology, Delhi. This is an original piece of work & I have
not submitted it earlier elsewhere.

NIKHIL PANDEY

02214803923
 CERTIFICATE FROM FACULTY GUIDE
This is to certify that the Project Dissertation title “A STUDY ON
CONSUMER SATISFACTION TOWARDS E COMMERCE
SITES: MEESHO AND SHOPSY” is academic work done by
NIKHIL PANDEY submitted in the partial fulfilment of the
requirement for the award of the degree of Masters of Business
Administration from Maharaja Agrasen Institute of Technology,
Delhi, under my guidance & direction. To the best of my
knowledge and belief the data & information presented by
him/her in the report has not been submitted earlier.

MR RAJAT MALIK

ASSISTANT PROFESSOR

Date:
 ACKNOWLEDGEMENT
I take the opportunity to express my gratitude to all of them who
in some or other way helped me to accomplish this challenging
report. No amount of written expression is sufficient to show my
deepest sense of gratitude to them.

I am very thankful to Director Prof (Dr.) NEELAM SHARMA

MAIT, HOD Prof. (Dr.) SANGEETA RAWAL, and my Guide
MR RAJAT MALIK Assistant Professor at Maharaja Agrasen
Institute of Technology, Rohini for their everlasting support and
guidance on the ground of which I have acquired a new field of
knowledge.

I express my sincere thanks to all people who participated and

helped me in successfully conducting Project Dissertation. I am
thankful to all the members who gave valuable information in the
part of my Project Dissertation.

NIKHIL PANDEY

02214803923
 FORMAT FOR CONTENTS

Topic Pg no.
Student Undertaking I
Certificate from Faculty Guide II
Acknowledgement III
Executive Summary 1
Chapter-1: Introduction 2
Chapter-2: Literature review 7
Chapter-3: Research Methodology 10
Chapter-4: Data Presentation & Analysis 12
Chapter-5: Finding and Conclusion 29
Chapter-6: Suggestions & Limitation 32
Bibliography 37
Appendices 38
 EXECUTIVE SUMMARY
The advent of e-commerce has transformed the retail landscape, offering unparalleled
convenience and accessibility to consumers worldwide. In this era of digital commerce,
understanding customer satisfaction is paramount for businesses to thrive. This report
delves into the customer satisfaction dynamics of two prominent ecommerce platforms:
Meesho and Shopsy.

Meesho:

Meesho, a leading social commerce platform, has garnered significant attention for its
unique business model that empowers individuals to start their own online businesses.
Through its user-friendly interface and extensive product catalog, Meesho aims to
provide a seamless shopping experience while fostering entrepreneurship. Our analysis
reveals that Meesho users appreciate the platform's diverse product range, competitive
pricing, and personalized customer support. However, concerns regarding product
quality, shipping times, and payment security emerge as areas for improvement.

Shopsy:

Shopsy, an emerging player in the e-commerce sphere, distinguishes itself with a

curated selection of niche products and a focus on user experience. With a sleek
interface and intuitive navigation, Shopsy caters to discerning shoppers seeking unique
offerings. Our findings indicate that Shopsy customers value the platform's product
curation, responsive customer service, and hassle-free shopping experience.
Nonetheless, issues related to inventory availability, website performance, and delivery
reliability warrant attention to enhance overall satisfaction.

Comparative Analysis:

Through a comparative analysis of Meesho and Shopsy, several common themes and
distinct attributes emerge. Both platforms prioritize customer-centricity, striving to
meet evolving consumer expectations in the digital marketplace. While Meesho excels
in empowering entrepreneurs and offering a vast product assortment, Shopsy
distinguishes itself with curated offerings and a focus on niche markets.

1
 Chapter:1
INTRODUCTION

2
About the company

MEESHO

Name Meesho Payments Pvt LTD.

Industry E-Commerce
Founded by Vidit Aatrey
Sanjeev Barnwal
Owned By Fashnear Technologies Pvt LTD.
Founded On 2015
Registered Office Bengaluru, Karnataka, India.

Website [Link]

Meesho is India’s fastest-growing internet commerce company aiming to make

eCommerce accessible to everyone. Meesho's vision is to enable 100 million small
businesses in India, including individual entrepreneurs, to succeed online. Meesho is
democratizing internet commerce by bringing a range of products and new customers
online. What started, six years ago, as a reseller-focused platform enabling millions to
sell online, has now emerged as a single ecosystem connecting sellers to consumers and
entrepreneurs. Meesho is a pioneering social commerce platform that has
revolutionized the way individuals buy and sell products online, particularly in India.
Founded in 2015 by Vidit Aatrey and Sanjeev Barnwal, Meesho has rapidly gained
prominence as one of the leading players in India's burgeoning e-commerce sector.

The fundamental premise of Meesho lies in empowering individuals, particularly

women, to start their own online businesses with minimal investment and technical
expertise. Through Meesho's platform, individuals can browse through a diverse
catalog of products ranging from fashion apparel and accessories to home decor and
electronics. These products are primarily sourced from manufacturers and wholesalers,
allowing sellers to earn a commission on every sale they facilitate.

One of the key features that sets Meesho apart from traditional e-commerce platforms
is its emphasis on social selling. Sellers on Meesho leverage their social networks,
including WhatsApp, Facebook, and Instagram, to promote products and engage with
potential customers. This grassroots approach not only facilitates personalized
3
interactions but also enables sellers to leverage their existing social capital to drive
sales.

Meesho places a strong emphasis on affordability, catering to the needs and preferences
of price-conscious consumers across India. By offering competitive pricing, attractive
discounts, and occasional promotions, Meesho endeavors to make online shopping
accessible to a wide demographic.

Furthermore, Meesho prioritizes customer satisfaction by ensuring a seamless shopping

experience from browsing to checkout. The platform features intuitive navigation,
secure payment options, and responsive customer support to address any queries or
concerns that may arise during the shopping journey.

In addition to its focus on empowering sellers and delighting customers, Meesho is

committed to fostering entrepreneurship and socioeconomic empowerment. The
platform provides training and resources to help sellers enhance their marketing skills,
manage inventory effectively, and scale their businesses.

Over the years, Meesho has experienced exponential growth, attracting millions of
sellers and buyers to its platform. Its innovative business model and unwavering
commitment to customer-centricity have garnered widespread acclaim and solidified its
position as a trailblazer in the Indian e-commerce ecosystem. As Meesho continues to
expand its reach and offerings, it remains dedicated to driving positive social and
economic impact across the country.

MANAGEMENT AT MEESHO
NAME DESIGNATION
Vidit Aatrey Founder And Ceo
Sanjeev Barnwal Founder And Cto
Sudhanshu Shekar Head Of Growth
Dhruv Chaudhary Head of Operations
Gaurav Mohanty Account Manager
Neelabh Tiwari Head of Sales

4
SHOPSY
Name Shopsy Pvt LTD.

Industry E-Commerce

Owned By Flipkart Pvt LTD.

Founded On July 2021

Registered Office Bengaluru, Karnataka, India.

Website [Link]

Shopsy is an emerging e-commerce platform that distinguishes itself with a curated

selection of niche products and a focus on user experience. Launched recently, Shopsy
has quickly gained attention in the competitive e-commerce landscape for its unique
approach to online shopping.

Founded by a team of passionate entrepreneurs, Shopsy aims to cater to discerning

shoppers who seek unique and exclusive products not commonly found on mainstream
e-commerce platforms. The platform's curated selection spans various categories
including fashion, beauty, home decor, electronics, and more, offering consumers
access to a diverse range of high-quality merchandise.

One of the key distinguishing features of Shopsy is its sleek and intuitive interface,
designed to provide a seamless shopping experience. The platform boasts a userfriendly
layout, intuitive navigation, and visually appealing product displays, enhancing the
overall browsing and purchasing experience for customers.

Shopsy places a strong emphasis on product curation, carefully selecting items that
align with current trends, consumer preferences, and quality standards. This curated
approach ensures that customers can discover unique and desirable products that
resonate with their tastes and lifestyles.

In addition to its curated selection, Shopsy prioritizes customer satisfaction by offering

responsive customer service and reliable fulfillment processes. The platform strives to
provide timely assistance and support to address any queries or concerns that customers
may have, fostering trust and loyalty among its user base.

5
Furthermore, Shopsy is committed to fostering a sense of community among its users,
creating a platform where shoppers can engage with like-minded individuals, discover
new products, and share their experiences. Through social features such as user reviews,
ratings, and recommendations, Shopsy encourages interaction and collaboration,
enriching the overall shopping experience.

As an emerging player in the e-commerce industry, Shopsy is continuously evolving

and expanding its offerings to meet the evolving needs and preferences of its customers.
With its focus on product curation, user experience, and customer satisfaction, Shopsy
aims to carve out a niche for itself in the competitive e-commerce landscape, providing
consumers with a fresh and compelling alternative for online shopping.

MANAGEMENT AT SHOPSY
NAME DESIGNATION
Promila Director
Rama Bharadwaj Director
Shubham Singh Head Of Growth
Dheeraj Chaudhary Head of Operations
Gari Mohanty Account Manager
Nikesh Tiwari Head of Sales

6
Chapter - 2
REVIEW OF
LITERATURE

7
view of Literature

Aladwani & Palvia (2002):

Comparative studies have examined customer satisfaction across different ecommerce

platforms, highlighting the significance of factors like website design, product
assortment, payment security, and shipping options.

Chaffey et al. (2020):

Previous studies highlight the rapid growth and evolution of the e-commerce industry,
emphasizing the increasing importance of customer satisfaction in driving business
success.

Davis (1989):

Scholars have proposed various models to assess and understand customer satisfaction
in the context of e-commerce, including the Technology Acceptance Model (TAM).

Fornell et al. (1996):

Scholars have proposed various models to assess and understand customer satisfaction
in the context of e-commerce, including the ECSI model.

Gefen et al. (2003):

Comparative studies have examined customer satisfaction across different ecommerce

platforms, highlighting the significance of factors like website design, product
assortment, payment security, and shipping options.

Gensler et al. (2013):

Studies on niche e-commerce platforms emphasize the importance of product curation,

user experience, and community engagement in driving customer satisfaction.

Hajli (2014):

With the rise of social commerce platforms like Meesho, research has explored the
impact of social influence, user-generated content, and social interactions on customer
satisfaction and purchase intentions.

Huang & Rust (2018):

While existing literature provides valuable insights into e-commerce and customer
satisfaction, there is a need for further research to explore emerging trends,
8
technological advancements, and changing consumer behaviors in the dynamic
ecommerce landscape.

Kim & Stoel (2004):

Research identifies several factors that influence customer satisfaction in e-commerce,

such as website usability, product quality, pricing, delivery speed, customer service,
and trust.

Lin et al. (2017):

With the rise of social commerce platforms like Meesho, research has explored the
impact of social influence, user-generated content, and social interactions on customer
satisfaction and purchase intentions.

Liu & Arnett (2000):

Research identifies several factors that influence customer satisfaction in e-commerce,

such as website usability, product quality, pricing, delivery speed, customer service,
and trust.

Nambisan & Baron (2009):

Studies on niche e-commerce platforms emphasize the importance of product curation,

user experience, and community engagement in driving customer satisfaction.

Parasuraman et al. (1988):

Scholars have proposed various models to assess and understand customer satisfaction
in the context of e-commerce, including the SERVQUAL model.

Szymanski & Hise (2000):

Research identifies several factors that influence customer satisfaction in e-commerce,

such as website usability, product quality, pricing, delivery speed, customer service,
and trust.

9
 Chapter - 3
RESEARCH
METHODOLOGY

10
1. Objective of the Study:
The primary objective of this study is to assess consumer satisfaction towards two
ecommerce platforms, Meesho and Shopsy. Specifically, the study aims to understand
consumers' perceptions and experiences regarding various aspects of these platforms,
including user interface, product variety, product quality, pricing, delivery, customer
service, and overall satisfaction.
2. Methodology:
2.1 Type of Research:
This study adopts a qualitative research approach. Qualitative methods allow for
indepth exploration and understanding of phenomena by capturing rich,
contextualized data and uncovering underlying motivations, beliefs, and attitudes.
2.2 Research Design:
The research design for this study is conclusive and descriptive. Conclusive research
aims to draw conclusions and make recommendations based on the analysis of
collected data. Descriptive research seeks to describe phenomena and characteristics
of interest without manipulating variables.
2.3 Sources of Data Collection:
Primary Data: Primary data will be collected directly from consumers through a
structured questionnaire. This method allows for the collection of firsthand
information specific to the research objectives.
Secondary Data: Secondary data will be sourced from existing literature, research
reports, and online resources related to consumer satisfaction in e-commerce settings.
This secondary data will provide context and support for the study's findings.
2.4 Sample Design and Sample Size:
The sampling technique utilized for this study is convenience sampling, where
participants are selected based on their accessibility and willingness to participate. The
sample size is determined to be 30 participants, aiming for a balance between
statistical significance and practical considerations.
2.5 Tools of Data Collection:
The primary tool of data collection is a structured questionnaire. The questionnaire is
designed to gather quantitative data on consumer satisfaction with Meesho and
Shopsy across various dimensions, as outlined in the study objectives. Closed-ended
and Likert scale questions are utilized to ensure consistency and ease of analysis.

11
 Chapter - 4
DATA PRESENTATON
AND ANALYSIS

12
[Link] Distribution:
Male: 45%
Female: 55%

GENDER DISTRIBUTION
MALE FEMALE

45%

55%

Interpretation:
The pie chart illustrates the gender distribution of respondents in the sample. A slight
majority of respondents (55%) identified as female, while 45% identified as male. This
distribution ensures a diverse representation of genders in the sample, enabling a
comprehensive analysis of consumer satisfaction across different demographic groups.

13
[Link] Distribution:
Under 18: 10%
18-24: 20%
25-34: 30%
35-44: 25%
45-54: 10%
55-64: 3%
65 or above: 2%

AGE DISTRIBUTION
Under 18 18-24 25-34 35-44 45-54 55-64 65 or above

3%2% 10%
10%

20%

25%

30%

Interpretation:
The age distribution of respondents in the sample indicates a varied representation
across different age groups. The majority of respondents fall within the 25-34 age range
(30%), followed by the 35-44 age range (25%). This distribution ensures a diverse
representation of age demographics, enabling insights into consumer satisfaction across
different age cohorts.

14
[Link] Distribution:
Employed full-time: 50%
Employed part-time: 10%
Self-employed: 20%
Student: 15%
Unemployed: 3%
Other: 2%

EMPLOYMENT STATUS
Employed full-time Employed part-time Self-employed
Student Unemployed Other

3%2%

15%

50%

20%

10%

Interpretation:
The occupation distribution of respondents in the sample indicates a diverse
representation across various occupational categories. The majority of respondents are
employed full-time (50%), followed by self-employed individuals (20%). This
distribution ensures a varied perspective on consumer satisfaction, considering different
employment statuses and lifestyles.

15
4. Frequency of Online Shopping:
Daily: 5%
Weekly: 20%
Monthly: 35%
Occasionally: 30%
Rarely: 10%

USAGE FREQUENCY
Daily Weekly Monthly Occasionally Rarely

10% 5%

20%

30%

35%

Interpretation:
The frequency of online shopping among respondents in the sample varies, with the
majority engaging in monthly purchases (35%). A significant portion of respondents
shop occasionally (30%), followed by weekly shoppers (20%). This distribution reflects
diverse online shopping habits among consumers, contributing to a comprehensive
understanding of consumer satisfaction with e-commerce platforms.

16
[Link] e-commerce platform do you use more often?
Meesho: 45%
Shopsy: 35%
Other: 20%

USER
Meesho Shopsy Other

20%

45%

35%

Interpretation:
The distribution of responses indicates that a plurality of respondents (45%) use Meesho
more often than other platforms. This suggests that Meesho might have a larger user
base or higher engagement compared to Shopsy among the respondents. Shopsy is also
a significant choice, with 35% of respondents using it more frequently.
The "Other" category accounts for 20% of respondents, indicating that a considerable
portion of users prefer alternative e-commerce platforms not specified in the question.
This may reflect the presence of diverse preferences and the competitive nature of the
e-commerce market.
Overall, Meesho appears to be the more frequently used platform among the
respondents, followed by Shopsy and various other platforms. This data can be useful
for understanding market share and user preferences within the e-commerce sector.

17
6. How long have you been using Meesho/Shopsy?
Less than 6 months: 25%
6 months to 1 year: 20%
1-2 years: 30%
More than 2 years: 25%

CUSTOMER LOYALTY
Less than 6 months 6 months to 1 year 1-2 years More than 2 years

25% 25%

20%
30%

Interpretation:
The distribution of responses indicates a varied duration of usage among respondents.
The majority have been using Meesho/Shopsy for 1-2 years (30%) or less than 6 months
(25%). This suggests a relatively high turnover or adoption rate among users.
Additionally, a significant proportion of respondents (25%) have been using the
platforms for more than 2 years, indicating a loyal user base.

18
7. How satisfied are you with the user interface of Meesho/Shopsy?
Very satisfied: 35%
Satisfied: 45%
Neutral: 12%
Dissatisfied: 6%
Very dissatisfied: 2%

USER INTERFACE
Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

6% 2%

12%
35%

45%

Interpretation:
The majority of respondents (80%) reported being either "very satisfied" or "satisfied"
with the user interface of Meesho/Shopsy. This indicates a positive perception of the
platform's design and usability among the majority of users. A smaller proportion of
respondents (12%) remained "neutral," suggesting a lack of strong opinion or
ambivalence. A minority of respondents (8%) expressed dissatisfaction with the user
interface, with 6% being "dissatisfied" and 2% being "very dissatisfied."

19
8. How would you rate the variety of products available on Meesho/Shopsy?
Excellent: 25%
Good: 40%
Fair: 20%
Poor: 10%
Very poor: 5%

VARIETY
Excellent Good Fair Poor Very poor

5%
10%
25%

20%

40%

Interpretation:
The distribution of responses indicates that a majority of respondents (65%) perceive
the variety of products available on Meesho/Shopsy as either "excellent" or "good."
This suggests that most users find the range of products satisfactory. A significant
portion of respondents (20%) rated the variety as "fair," indicating room for
improvement. A smaller proportion of respondents (15%) rated the variety as either
"poor" or "very poor," suggesting dissatisfaction with the available product range.

20
9. How satisfied are you with the quality of products purchased from Meesho/Shopsy?
Very satisfied: 40%
Satisfied: 35%
Neutral: 10%
Dissatisfied: 10%
Very dissatisfied: 5%

QUALITY
Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

5%
10%

10% 40%

35%

Interpretation:
The majority of respondents (75%) reported being either "very satisfied" or "satisfied"
with the quality of products purchased from Meesho/Shopsy. This indicates a positive
perception of product quality among the majority of users. A smaller proportion of
respondents (10%) remained "neutral," suggesting a lack of strong opinion or
ambivalence. A minority of respondents (15%) expressed dissatisfaction with product
quality, with 10% being "dissatisfied" and 5% being "very dissatisfied."

21
10. How satisfied are you with the pricing of products on Meesho/Shopsy?
Very satisfied: 20%
Satisfied: 40%
Neutral: 15%
Dissatisfied: 20%
Very dissatisfied: 5%

PRICING
Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

5%
20%
20%

15%

40%

Interpretation:
The distribution of responses indicates that a majority of respondents (60%) perceive
the pricing of products on Meesho/Shopsy as either "very satisfied" or "satisfied." This
suggests that most users find the pricing reasonable or affordable. However, a notable
portion of respondents (35%) expressed dissatisfaction with pricing, with 20% being
"dissatisfied" and 5% being "very dissatisfied." This indicates that there may be
perceived issues with the affordability or value for money of products on the platforms.

22
11. Have you ever faced any issues with the delivery of products from Meesho/Shopsy?
Yes: 30%
No: 70%

DELIVERY
Yes No

30%

70%

Interpretation:
A significant minority of respondents (30%) reported having faced issues with the
delivery of products from Meesho/Shopsy. This suggests that there may be challenges
or inefficiencies in the delivery process that have affected a considerable portion of
users. However, the majority of respondents (70%) indicated not experiencing any
delivery issues, indicating that the delivery service is generally satisfactory for most
users.

23
12. How satisfied are you with the customer service provided by Meesho/Shopsy?
Very satisfied: 25%
Satisfied: 35%
Neutral: 15%
Dissatisfied: 20% Very
dissatisfied: 5%

CUSTOMER SERVICE
Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

5%

25%
20%

15%

35%

Interpretation:
The distribution of responses indicates that a majority of respondents (60%) perceive
the customer service provided by Meesho/Shopsy as either "very satisfied" or
"satisfied." This suggests that most users are content with the level of customer support
offered by the platforms. However, a notable portion of respondents (25%) expressed
dissatisfaction with customer service, with 20% being "dissatisfied" and 5% being
"very dissatisfied." This suggests that there may be areas for improvement in addressing
customer inquiries or resolving issues effectively.

24
13. Have you ever had to contact customer service regarding an issue with
Meesho/Shopsy?
Yes: 40%
No: 60%

ISSUE
Yes No

40%

60%

Interpretation:
A substantial proportion of respondents (40%) reported having contacted customer
service regarding an issue with Meesho/Shopsy. This indicates that a significant number
of users have encountered issues or challenges requiring assistance from customer
support. However, the majority of respondents (60%) have not had to contact customer
service, suggesting that many users have not encountered significant issues with the
platforms.

25
14. If yes, please rate the resolution of your issue(s) by customer service:
Very satisfied: 35%
Satisfied: 40%
Neutral: 15%
Dissatisfied: 5%
Very dissatisfied: 5%

RESOLUTION
Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

5%
5%

15% 35%

40%

Interpretation:
Among respondents who had to contact customer service regarding an issue with
Meesho/Shopsy, the majority (75%) rated the resolution of their issue(s) positively, with
35% being "very satisfied" and 40% being "satisfied." This indicates that customer
service was generally effective in addressing users' concerns. However, a small
proportion of respondents (10%) expressed dissatisfaction with the resolution, with 5%
being "dissatisfied" and 5% being "very dissatisfied."

26
15. On a scale of 1 to 10, how satisfied are you overall with your experience using
Meesho/Shopsy?
1-3: 10%
4-6: 20%
7-8: 30%
9-10: 40%

SATISFACTION
1-3 4-6 7-8 9-10

10%

40% 20%

30%

Interpretation:
The distribution of responses indicates that a majority of respondents (70%) rated their
overall satisfaction with using Meesho/Shopsy as either a 9 or 10 on a scale of 1 to 10.
This suggests that the majority of users have a highly positive overall experience with
the platforms. Additionally, a significant portion of respondents (30%) rated their
satisfaction between 7 and 8, indicating a generally positive but slightly less
enthusiastic perception. A smaller proportion of respondents (30%) rated their
satisfaction between 1 and 6, suggesting areas for improvement or dissatisfaction
among some users.

27
16. How likely are you to recommend Meesho/Shopsy to a friend or family member?
Very likely: 40%
Likely: 35%
Neutral: 10%
Unlikely: 10%
Very unlikely: 5%

RECOMMENDATION
Very Likely Likely Neutral Unlikely Very Unlikely

5%
10%

10% 40%

35%

Interpretation:
The distribution of responses indicates that a majority of respondents (75%) are likely
to recommend Meesho/Shopsy to a friend or family member, with 40% being "very
likely" and 35% being "likely." This suggests that most users have a positive perception
of the platforms and are willing to endorse them to others. However, a small portion of
respondents (15%) expressed reluctance to recommend the platforms, with 10% being
"unlikely" and 5% being "very unlikely."

28
 Chapter – 5
FINDINGS AND
CONCLUSION

29
FINDINGS
Here are some findings during my internship:

1. High User Interface Satisfaction:

- 80% of respondents are satisfied or very satisfied with the user interface of
Meesho/Shopsy, indicating that the platforms are user-friendly and well-designed.

2. Positive Perception of Product Variety:

- 65% of users rate the variety of products as excellent or good, suggesting that
Meesho and Shopsy offer a satisfactory range of products to their customers.

3. Satisfactory Product Quality:

- 75% of respondents are satisfied or very satisfied with the quality of products,
reflecting a generally positive perception of the items sold on these platforms.

4. Mixed Feelings on Pricing:

- While 60% of respondents are satisfied with pricing, 35% express dissatisfaction,
indicating a significant portion of users find the pricing not entirely favorable or
competitive.

5. Delivery Issues:

- 30% of users have faced delivery issues, suggesting potential areas for improvement
in logistics and delivery services, although 70% have not experienced such problems.

6. Customer Service Satisfaction:

- 60% of respondents are satisfied or very satisfied with customer service, but 25%
are dissatisfied, highlighting the need for better customer support practices.

7. High Likelihood of Recommendation:

- 75% of respondents are likely to recommend Meesho/Shopsy to others, indicating

strong overall satisfaction and brand loyalty.

8. Overall Satisfaction:

- 70% of users rate their overall satisfaction as 7 or higher out of 10, demonstrating a
generally positive user experience on the platforms.

30
9. Diverse Demographics:

- The study included a diverse demographic distribution, with 55% female and 45%
male respondents, and the majority aged between 25-34 (30%) and 35-44 (25%).

10. Frequent Online Shoppers:

35% of respondents shop online monthly, and 30% shop occasionally,

indicating a strong user engagement with the platforms.

11. Loyal User Base:

30% of respondents have been using Meesho/Shopsy for 1-2 years, and 25%
for less than 6 months, suggesting both loyalty and new user acquisition.

12. Customer Service Contact and Resolution:

40% of respondents have contacted customer service; of these, 75% were

satisfied with the resolution of their issues, indicating effective problem-solving
for a majority of cases.

13. Platform Preference:

45% of respondents use Meesho more frequently, followed by Shopsy at 35%,

with 20% using other platforms, indicating a competitive landscape but a slight
preference for Meesho among the respondents.

CONCLUSIONS
Both the companies have their positives and negatives, e commerce market in India is
growing rapidly from last two decades. Amazon and Flipkart have grabbed majority
stakes in this market. But these two companies have also started to have some grip in
the market. They need continuous improvement in the field of customer service and
product quality. They need to target their right audience for better results.

31
 Chapter - 6
SUGGESTIONS &
LIMITATIONS

32
SUGGESTIONS:
1. Enhanced Product Quality Assurance:

Both Meesho and Shopsy can improve customer satisfaction by implementing stringent
quality control measures. Ensuring that products meet high-quality standards will
increase trust and confidence among customers.

2. Streamlined Logistics Operations:

Optimizing logistics processes to expedite shipping times and improve delivery

accuracy can significantly enhance the overall customer experience. Meesho and
Shopsy should focus on minimizing shipping delays and providing real-time tracking
updates to keep customers informed.

3. Technological Upgradation:

Investing in technological advancements to enhance website performance, security, and

user experience is crucial. Meesho and Shopsy should prioritize user-friendly
interfaces, mobile responsiveness, and secure payment gateways to facilitate seamless
transactions.

4. Personalized Customer Engagement:

Implementing personalized recommendations, loyalty programs, and interactive

features can foster stronger engagement and loyalty among customers. Meesho and
Shopsy should leverage customer data to tailor marketing efforts and provide
customized shopping experiences.

5. Transparency and Communication:

Enhancing transparency regarding product availability, pricing, and order status is

essential. Meesho and Shopsy should ensure clear and timely communication with
customers, addressing any queries or concerns promptly to build trust and satisfaction.
6. Community Building:

Both platforms can create communities where customers can engage with each other,
share experiences, and provide feedback. Encouraging user-generated content, such as
reviews and testimonials, can enhance trust and credibility.

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7. Continuous Improvement:

Meesho and Shopsy should continuously monitor customer feedback and satisfaction
metrics to identify areas for improvement. Implementing a feedback loop and actively
soliciting input from customers will enable them to adapt and evolve according to
changing needs and preferences.

8. Partnership and Collaboration:

Exploring partnerships with reputable brands and suppliers can expand product
offerings and enhance credibility. Collaborating with influencers and industry experts
can also help increase visibility and attract new customers.

By implementing these suggestions, Meesho and Shopsy can strengthen their

competitive position, increase customer satisfaction, and drive long-term growth and
success in the e-commerce market.

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LIMITATIONS:
1. Sampling Bias:

The use of convenience sampling may introduce bias into the sample, as participants
self-select to take part in the study. This could result in a sample that does not accurately
represent the broader population of Meesho and Shopsy customers.

2. Self-Reporting Bias:

Participants' responses in the survey may be subject to self-reporting bias, where they
provide answers that they perceive as socially desirable or that align with their
expectations. This could affect the validity of the data collected.

3. Limited Generalizability:

Due to the specific focus on Meesho and Shopsy customers, the findings of the study
may not be generalizable to other e-commerce platforms or customer segments. The
unique characteristics of these platforms and their user base may limit the applicability
of the findings beyond the context of this study.

4. Cross-Sectional Design:

The cross-sectional design of the study limits the ability to establish causal relationships
between variables. Longitudinal studies would provide more insights into changes in
customer satisfaction over time and the impact of interventions implemented by
Meesho and Shopsy.

5. External Factors:

External factors such as changes in market conditions, competitor actions, or

technological advancements may influence customer satisfaction levels independently
of the factors examined in the study. These external factors are difficult to control for
and may confound the results.

6. Response Rate and Non-Response Bias:

The response rate to the survey may be low, leading to non-response bias if respondents
differ systematically from non-respondents. This could affect the representativeness of
the sample and the validity of the findings.

35
7. Measurement Errors:

Errors in the measurement of variables, such as inaccuracies in self-reported data or

inconsistencies in survey administration, could affect the reliability and validity of the
study's results.

8. Time Constraints:

The study may be limited by time constraints, impacting the depth and breadth of data
collection and analysis. Insufficient time may also restrict the ability to address all
potential confounding variables or to explore additional research avenues.

9. Resource Limitations:

Constraints in resources, such as budgetary constraints or limited access to data or tools,

may limit the scope and scale of the study. This could affect the comprehensiveness and
robustness of the analysis and interpretation of results.

36
BIBLIOGRAPHY: -
Websites

[Link]

[Link]

[Link] [Link]

37
 APPENDICES

QUESTIONNAIRE
Personal Information:
1. Gender:
- Male
- Female
- Other (please specify)
2. Age:
- Under 18
- 18-24
- 25-34
- 35-44
- 45-54
- 55-64
- 65 or above
3. Occupation:
- Employed full-time
- Employed part-time
- Self-employed
- Student
- Unemployed
- Other (please specify) Usage Patterns:
4. How frequently do you shop online?
- Daily
- Weekly
- Monthly
- Occasionally
- Rarely
5. Which e-commerce platform do you use more often?
- Meesho
- Shopsy

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- Other (please specify)
6. How long have you been using Meesho/Shopsy?
- Less than 6 months
- 6 months to 1 year
- 1-2 years
- More than 2 years

Experience and Satisfaction:

7. How satisfied are you with the user interface of Meesho/Shopsy?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
8. How would you rate the variety of products available on Meesho/Shopsy?
- Excellent
- Good
- Fair
- Poor
- Very poor
9. How satisfied are you with the quality of products purchased from Meesho/Shopsy?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied

10. How satisfied are you with the pricing of products on Meesho/Shopsy?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
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11. Have you ever faced any issues with the delivery of products from Meesho/Shopsy?
- Yes
- No

Customer Service:
12. How satisfied are you with the customer service provided by Meesho/Shopsy?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
13. Have you ever had to contact customer service regarding an issue with
Meesho/Shopsy?
- Yes
- No
14. If yes, please rate the resolution of your issue(s) by customer service:
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied

Overall Satisfaction:
15. On a scale of 1 to 10, how satisfied are you overall with your experience using
Meesho/Shopsy?
16. How likely are you to recommend Meesho/Shopsy to a friend or family member?
- Very likely
- Likely
- Neutral
- Unlikely
- Very unlikely

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 • Maharaja Agrasen Institute of Technology

Department of Management, MBA

Attendance for Project Dissertation

Name of the student : NIKHIL Pandey

Class : MBA 4-A
Roll No. : 02214803923
Name of the Supervisor : MR. RAJAT MALIK

[Link] Date Time Progress Project Signature of the Signature of

Student the Supervisor

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

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