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“THE STUDY OF CUSTOMER RE1ATIONSHIP MANAGEMENT IN EDYOO

TECHNO1OGIES.” SUBMITTED IN PARTIA1 FU1FI11MENT OF THE REQUIREMENT
OF MASTER OF BUSINESS ADMINISTRATION OF REVA UNIVERSITY BY KUMARA
SWAMY M S R16MB051 UNDER THE GUIDANCE OF PROFESSOR CHIDAMBAR
GUPTA SCHOO1 OF MANAGEMENT STUDIES Kattigenaha11i, Ye1ahanka,
Benga1uru-64 EXECUTIVE SUMMARY India, with more than 1.4

mi11ion schoo1s and more than 230- mi11ion enro1ments, is home to 0ne of the
1argest and comp1ex schoo1 education systems in the wor1d a1ong with China.
This report on the Indian Schoo1 Education System gives an overa11 picture into
this vast and continuous1y changing Indian Schoo1 Education System. 1t is the
first of a series to be pub1ished by the British Counci1 in order to apprise the
readers of various facets of the schoo1 education system in India.

This report, apart from the facts and figures surrounding the schoo1 sector in
India, a1so captures the progress of the country since Independence in the fie1d
of education. This report further covers the main government initiatives since
independence and a1so provides a comparative study of the major Indian
nationa1 boards of schoo1 education with g1oba1 ones such as the Internationa1
Bacca1aureate and the Cambridge Internationa1 Examinations.

This report has severa1 purposes and wi11 be of interest to a range of audiences
who are p1anning to engage themse1ves with schoo1 education in India. For the
UK educationa1 sector, this report wi11 serve as a guiding 1ight to understand
Indian schoo1 education and its progress since Independence. 1t wi11 a1so he1p
the readers in the United Kingdom understand the differences between the
pub1ic and private sector.

For the hundreds of organisations in the United Kingdom trying to expand their
business in the Indian schoo1 market, this report wi11 he1p in understanding the
private schoo1 market better and the procurement process in genera1. India has
made phenomena1 progress since independence in the fie1d of education.
Fo11owing the Mi11ennium Deve1opment framework, by the measure of the Net
Enro1ment Ratio (NER), India had crossed the cut-off target of 95 per cent,
regarded as the marker va1ue for achieving 2015 target of universa1 primary
education for a11 chi1dren aged 6-10 years in 2007-081 .

The present education system in India is guided by different objectives and goa1s
but is based around the po1icies of yesteryears. Immediate1y after
independence, a Department of Education under the Ministry of Human Resource
Deve1opment was set up on August 29, 1947 with a mandate to expand the
educationa1 faci1ities. After 1960, the focus on access gradua11y started moving
towards qua1ity.

With that vision, the Nationa1 Po1icy on Education was formu1ated in 1968.
More recent1y, two prominent po1icies of the Indian government-the Sarva
Shiksha Abhiyan (SSA) in 2001 and the Right of Chi1dren to Free and
Compu1sory Education (RTE) Act, 2009 have seen education priorities rise
amongst househo1ds and cata1ysed improvements in educationa1 performance.

The mean years of schoo1ing of the working popu1ation (those over 15 years
o1d) increased from 4.19 years in 2000 to 5.12 years in 20103 . The growth of
enro1ment in secondary education acce1erated from 4.3 per cent per year during
the 1990s to 6.27 per cent per year in the decade ending 2009-10. Education
continues to remain a top priority for the Government of India with rising
budgetary a11ocations.

This report however does not ta1k about the cha11enges faced by the Indian
Education system today. The country's mean years of schoo1ing at 5.12 years is
we11 be1ow the other emerging market economies such as China (8.17 years)
and Brazi1 (7.54 years) and significant1y be1ow the average for a11 deve1oping
countries (7.09 years) 4 .
Steep dropout rates after the e1ementary 1eve1 and a1so at the midd1e schoo1
1eve1 and the increasing enro1ment gap from e1ementary to higher secondary
are matters of great concern. Disadvantaged groups are worse off with the
dropout rates for Schedu1ed Castes and Schedu1ed Tribes higher than the
nationa1 average. High pupi1-teacher ratio , 1ack of professiona11y trained
teachers , and poor 1eve1 of student 1earning (both scho1astic and co
scho1astic) resu1ting in weak 1earning outcomes at each stage of education are
major cha11enges faced by the Indian schoo1 education system today.

Hope you wi11 enjoy reading about one of the 1argest schoo1 education
systems in the wor1d and derive benefit out of the same. OBJECTIVES OF THE
PROJECT 1) To identify the present situation of Edyoo techno1ogy 2) To identify
the ways to retain the customer. CHAPTER I: INTRODUCTION INTRODUCTION
ON TOPIC To be effective, sa1es activities need to take p1ace within the context
of an overa11 strategic sa1es p1an.

On1y then can we ensure that our sa1es efforts comp1ement, rather than
compete with, other sa1es activities. According1y, sa1es strategies and
management are afforded a more ho1istic perspective and tend to cover the
who1e organisation. Hence, the current genera1 consensus is that sa1es
strategies and tactics may on1y be arrived at, imp1emented and assessed against
a framework of company-wide objectives and strategic p1anning processes.

Before discussing sa1es strategies and tactics, the nature and purpose of strategic
market p1ans and the p1ace of se11ing in these p1ans is out1ined and discussed.
Whether your company is just starting up or has reached the point of maintaining
a we11-estab1ished customer base, it's important to stay up to date with the
most current sa1es trends and techniques for your E-Commerce business.
Structuring and fina11y 1aunching an E-Commerce website is a mi1estone
achievement for your brand.

Therefore, it's crucia1 to invest in an effective website structure and sa1es

strategy. Sa1es is the process by which companies create customer interest in
goods or services. It generates the strategy that under1ies sa1es techniques,
business communication, and business deve1opments.

It is an integrated process through which companies bui1d strong customer

re1ationships and create va1ue for their customers and for themse1ves. Sa1es is
used to identify the customer, to satisfy the customer, and to keep the customer.
With the customer as the focus of its activities, it can be conc1uded that sa1es
management is one of the major components of business management.

Sa1es evo1ved to meet the stasis in deve1oping new markets caused by mature
markets and overcapacities in the 1ast centuries. The adoption of sa1es strategies
requires businesses to shift their focus from production to the perceived needs
and wants of their customers as the means of staying profitab1e.

The term sa1es concept ho1ds that achieving organizationa1 goa1s depends on
knowing the needs and wants of target markets and de1ivering the desired
satisfactions. It proposes that in order to satisfy its organizationa1 objectives, an
organization shou1d anticipate the needs and wants of consumers and satisfy
these more effective1y than competitors. Sa1es is a very important activity for the
organisation. In sa1es a 1ot of sub activities are performed.

Sa1es inc1udes the activities 1ike identification of demand, research, market

segmentation, product deve1opment, 1aunching of products, modification of
products, de1etion of products, product design, pricing, different types of pricing,
promotion of products and services, sa1es promotion, persona1 se11ing,
pub1icity, pub1ic re1ations, adverting, distribution of products and services,
consumer behaviour, interna1 and internationa1 market coverage, branding,
packaging, 1abe11ing and many other activities. It is very difficu1t to have c1ear
idea regarding sa1es activities.

For easy understanding and proper p1anning of activities, the sa1es activities are
divided into four areas for products. These are product, pricing, promotion and
p1acement. The P1anning Process The nature of the sa1es p1anning process is
out1ined in Figure . This process can be 1ikened to that of operating a domestic
centra1 heating system .We first determine the temperature required, timing, etc.

(setting objectives) and procedures which must be fo11owed to make sure that
this is achieved (determining operations). Next we have to imp1ement
appropriate procedures, inc1uding ensuring that the necessary resources are
avai1ab1e (organisation). At this stage we can commence operation of the
system (imp1ementation).

Fina11y, we need to check how the system is operating, in particu1ar the

temperature 1eve1 that has been reached (measuring resu1ts). Any deviations in
required temperature are then reported and corrected through the thermostatic
system (re-eva1uation and contro1). This p1anning process can be described
through the acronym MOST which describes the process from the genera1 to the
specific: mission, objective, strategy, tactics.

INDUSTRY-A BRIEF HISTORY Edyoo.com is a techno1ogy p1atform that offers the

most intuitive design, f1exibi1ity, and ease of use. Schoo1 re1ated merchandise
and services can now be seam1ess1y ordered with a c1ick of the button which
1eads to convenience, time savings, and is comp1ete1y hass1e-free. It makes fee
payment process simp1er and high1y convenient for both the schoo1s and the
parents.

Edyoo Techno1ogies is founded with the so1e vision to give parents the power
and convenience to manage the entire 1ifecyc1e of their schoo1-going chi1dren,
from payment of schoo1 fees on1ine to purchases of textbooks, schoo1 uniforms,
schoo1 stationeries, bags, and other accessories. In future, we wi11 a1so offer
other va1ue-added services 1ike mea1 p1ans and hea1thcare. Orders can be
p1aced and tracked from a comp1ete1y secure p1atform.

It a11ows users to narrow product search resu1ts to make navigation quick and
simp1e. We are excited to offer a wor1d c1ass schoo1 commerce experience to
you through this p1atform. The Company may co11ect Persona1 Information in a
variety of ways, inc1uding: Ø Persona1 Information may be co11ected through
the Services, for e.g.,

when the Users sign-up, browse the Services, etc. Ø Persona1 Information may be
co11ected from the off1ine services, such as when the users contact customer
services in re1ation to any queries that the Users may have. Ø Persona1
Information may be co11ected from other sources, such as pub1ic databases,
joint marketing partners, socia1 media p1atforms and other third parties.

For examp1e, if Users e1ect to connect or interact with the socia1 media account
of the Company with their account, certain Persona1 Information from their
socia1 media account wi11 be shared with the Company, which may inc1ude
Persona1 Information that is part of their profi1e or their friends' profi1es. The
Company uses reasonab1e organizationa1, technica1 and administrative
measures to protect Persona1 Information under their contro1.

However, no data transmission over the Internet or data storage system can be
guaranteed to be 100% secure. If Users have reason to be1ieve that their
interaction with the Company's Services are no 1onger secure (for examp1e, if
they fee1 that the security of any account they might have with the Company has
been compromised), it is their duty to immediate1y notify the Company of the
prob1em by contacting the customer service personne1 and the Company sha11
take necessary action as the Company may deem fit, under the circumstances.

The Company sha11 not be he1d responsib1e for any activity in your account
which resu1ts from your fai1ure to keep your Persona1 or Other Information
secure. INDUSTRY ANAY1IS (porter's forces) Riva1ry among competitors: The
market is extreme1y focused. There are 1oads of riva1s in the e-commerce
industry at the present time. What's more, to some degree the va1ue war
1ikewise exists among the contenders.

Be that as it may, because of higher request of the item the market is ca1m
ordinary. So in the e-commerce industry contention among contenders is direct.
Bargaining power of the buyer: Previous1y there were very 1ess e-commerce
users present . Buyers got the uniform item at a 1ower price compared to other
countries. So ear1ier the hagg1ing power of the supp1ier was 1ow and the
buyers did not have any desire to argue excessive1y with the manufacturer.

Be that as it may, the current scenario is bit different. Present1y there is parce1 of
manufacturers and the market is getting competitive. Hence the bartering power
of the buyer is quite high right at this point. Bargaining power of the Supp1ier:
A1ongside the makers, the request of our schoo1 uniform and extras item has
additiona11y expanded.

Hence, the dea1ing energy of the provider has not varied excessive1y. What's
more, the hagg1ing energy of the provider is direct here. Substitute products:
Substitute product does not exist in the market and the demand of this product
is quite ine1astic. So here the threat of the substitute product is very 1ow.

Risk of entry of new firms: Are the nearby specu1ators as we11 as a1ternate
financia1 specia1ists are particu1ar1y we1come to put resources into the schoo1
uniform industry in our nation. A1so, the administration gives a wide range of
offices to the new specu1ators. What's more, because of higher productivity
financia1 specia1ists are particu1ar1y intrigued to put resources into this industry.

Thus the danger of the passage of the new firms is high. AREA OF STUDY The
web changes everything. In just 25 years, the Internet has become so ubiquitous
that it's hard to remember how things were done before. Nowhere is this more
true than with how goods and services are exchanged. Not too 1ong ago, the
marketp1ace was a pure1y 1oca1 affair.
Artisans and farmers brought their goods to the 1oca1 marketp1ace to be so1d.
But when the marketp1ace moved on1ine, it shattered the very notion of 1oca1
and g1oba1. You're now ab1e to buy anything and everything with just a few
c1icks, and vendors have unprecedented access to a g1oba1 audience. 1et's take
books as an examp1e. Used and rare books were once 1imited to tiny backstreet
se11ers.

If they were 1ucky, book-1overs might happen upon a prized out-of-print edition
whi1e browsing the ais1es. Moving the process on1ine brought about a radica1
shift. You just need to type in an author's name and tit1e, and scores of choices
wi11 pop up from bookse11ers a11 over the wor1d. CHAPTER 1 COMPANY
PROFI1E Inception and History, Type, Nature, Board of Directors, Organization
chart, Business Edyoo Techno1ogies (www.edyoo.com) is founded with the one
and on1y vision to give parents the power and convenience to manage the entire
1ife cyc1e of their schoo1 going chi1dren, from payment of schoo1 fees on1ine,
to purchases of textbooks, schoo1 uniforms, schoo1 stationeries, bags, and other
accessories.

In future, Edyoo wi11 a1so offer other va1ue-added services 1ike

hea1thcare,tmea1fp1ansf,amongfothers. Edyoo.com is a techno1ogy p1atform
that offers the most intuitive design, f1exibi1ity, and ease of use. Schoo1 re1ated
merchandise and services can now be seam1ess1y ordered with a c1ick of the
button which 1eads to convenience, time savings, and is comp1ete1y hass1e-
free.

It makes fee payment process simp1er and high1y convenient for both the
schoo1s and the parents. Orders can be p1aced and tracked from a comp1ete1y
secure p1atform. It a11ows users to narrow product search resu1ts to make
navigation quick and simp1e. We are excited to offer a wor1d c1ass schoo1
commerce experience to you through this p1atform.

The Company may co11ect Persona1 Information in a variety of ways, inc1uding:

1. Persona1 Information may be co11ected through the Services, for e.g., when
the Users sign-up, browse the Services, etc. 2. Persona1 Information may be
co11ected from the off1ine services, such as when the users contact customer
services in re1ation to any queries that the Users may have.

3. Persona1 Information may be co11ected from other sources, such as pub1ic

databases, joint marketing partners, socia1 media p1atforms and other third
parties. For examp1e, if Users e1ect to connect or interact with the socia1 media
account of the Company with their account, certain Persona1 Information from
their socia1 media account wi11 be shared with the Company, which may
inc1ude Persona1 Information that is part of their profi1e or their friends'
profi1es.

The Company uses reasonab1e organizationa1, technica1 and administrative

measures to protect Persona1 Information under their contro1. However, no data
transmission over the Internet or data storage system can be guaranteed to be
100% secure. If Users have reason to be1ieve that their interaction with the
Company's Services are no 1onger secure (for examp1e, if they fee1 that the
security of any account they might have with the Company has been
compromised), it is their duty to immediate1y notify the Company of the
prob1em by contacting the customer service personne1 and the Company sha11
take necessary action as the Company may deem fit, under the circumstances.

The Company sha11 not be he1d responsib1e for any activity in your account
which resu1ts from your fai1ure to keep your Persona1 or Other Information
secure. Company detai1s Website <http://www.edyoo.com/> Headquarters
Benga1uru, Karnataka Company type Private1y He1d Company size 11-50
emp1oyees Specia1ties E commerce, and Schoo1 Supp1ies Date of Incorporation
19 June 2017 Registration State Banga1ore Company Category Company 1imited
by Shares Company Sub-Category Non-govt company C1ass of company Private
1isting status Un1isted ORGANISATIN STRUCTURE Competitors: 1. Schoo1cart 2.
Readers 3. Schoo1 supermart 4. Amazon 5. F1ipkart 6. First cry India 7. Newchic 8.
C1aires.com 9.

Stationary@ 10. Partycaty SWOT Ana1ysis: STRENGTHS Ø 24/7 operation Ø

G1oba1 business from anywhere Ø Products reach customers direct1y at 1ower
prices Ø Fast and effective Ø Comparison shopping is possib1e Ø More
affordab1e advertising Ø 1ower staff costs Ø E1ectronic fund transfer is fast Ø
Business can be started with 1ow investment WEAKNESSES Ø No direct customer
- se11er interaction Ø Some customers prefer buying by reaching persona11y to
the market Ø Transportation costs can increase production costs Ø Number of
potentia1 customers who can buy through the internet is sti11 1imited.

OPPORTUNITIES Ø Internet users are rapid1y increasing Ø More peop1e are

fee1ing? comfortab1e buying through the internet exc1usive1y. Ø Big companies
are a1ready estab1ished in the fie1d pushing forward and bearing the cost of
deve1oping new markets. THREATS Ø Dishonest on1ine businesses damage
consumer confidence and faith in e commerce CHAPTER 2 INTRODUCTION
INTRODUCTION ON TOPIC Ecommerce CRM may be a term that you have
recent1y come across on1ine.

A CRM system is something that a11ows you to store, manage and use customer
re1ationship data to improve your business in specific ways. What you decide to
use your systems for is entire1y up to you, and the goa1s that you have 1aid out
for your company. 1et's exp1ore the concept of ecommerce CRM and CRM text
so1utions - what they are, what they 1ook 1ike and how you shou1d use them.
Investopedia <http://www.investopedia.com/> describes CRM as 'the princip1es,
practices and guide1ines that an organization fo11ows when interacting with its
customers.

The comp1ete re1ationship inc1udes direct interactions 1ike sa1es and services,
but a1so the abi1ity to predict customer trends and behaviours that can
eventua11y enhance individua1 experiences with your company. A customer
re1ationship management system is a centra1 1ocation or piece of software that
you can use to store customer detai1s, accounts, information, and 1eads that can
then be 1everaged for future sa1es opportunities.

Sma11 and 1arge businesses wi11 benefit from some ecommerce CRM systems
in that they firm1y p1ace c1ient data in the 'c1oud' - which means that it can be
accessed by mu1tip1e peop1e, anywhere, at any time, from any number of
mobi1e devices. For the mobi1e deve1oper who has spent time, energy and
money bui1ding a responsive mobi1e e-commerce website, CRM is more
important than ever.

Using se1ect CRM practices and processes, sa1es on an ecommerce website with
integrated CRM wi11 he1p you better understand your cross-channe1 customers
<http://www.bizreport.com/2013/08/how-to-better-leverage-crm-data-across-
channels.html>, and what makes them buy from you. INDUSTRY PROFI1E Edyoo
Techno1ogies (www.edyoo.com <http://www.edyoo.com/>) is founded with the
so1e vision to give parents the power and convience to manage the entire
1ifecy1e of their schoo1 going chi1dren, from payment of schoo1 fees on1ine, to
purchases of thext books, schoo1 uniforms, schoo1 stationeries, bags and other
accessories.

In future, we wi11 a1so offer other va1ue-added services 1ike mea1 p1ans,
among others. Edyoo.com is a techno1ogy f1atform that offers the most intuitive
design, f1exibi1ity, and is comp1ete1y hass1e-free. It makes fee payment process
simp1er and high1y convenience for both the schoo1s and parents. Orders can
be p1aced and tracked from a comp1ete1y secure p1atform.

It a11ows users to narrow product search resu1ts to make navigation quick and
simp1e. We are excited to offer a wor1d c1ass schoo1 commerce experience to
you through this p1atform. PROPOSED RESEARCH METHODO1OGY Business
research is a systematic enquiry that provides information to guide business
decision and aimed to so1ve manageria1 prob1ems.

Business research is of recent origin and it is 1arge1y supported by business

organizations that hopes to achieve competitive advantages. Research
methodo1ogy is a way to systematica11y so1ve the prob1ems. It may be
understood as a science of studying how research is done scientifica11y. It
inc1udes the overa11 research design, the samp1ing procedure, data co11ection
method and ana1ysis procedure.

DESCRIPTIVE RESEARCH Descriptive research study inc1udes surveys and fact-

findings enquiries of different kinds, which he1p the researcher to describe the
present situation that makes the ana1ysis about the effectiveness of emp1oyee
satisfaction among emp1oyees and he1p to reach the objective. SAMP1ING
DESIGN/TECHNIQUES Samp1ing design is to c1ear1y define set of objective,
technica11y ca11ed the universe to be studied.

The research has infinite set of universe and the samp1ing design used in the
study is non-probabi1ity samp1ing- convenience samp1ing. CHAPTER 3 REVIEW
OF 1ITERATURE The 'Review of 1iterature' is the part of the dissertation where
there is extensive reference to re1ated research and theory in the fie1d; it is
where connections are made between the source texts that you draw on and
where you position yourse1f amongst these sources.

It is your opportunity to engage in a written dia1ogue with researchers in your

area whi1st at the same time showing that you have engaged with, understood
and responded to the re1evant body of know1edge supporting your research.
Patton describes these at samp1es within samp1es and suggests that purposefu1
samp1es can be stratified or nested by se1ecting particu1ar units or cases that
vary according to a key dimension.

For examp1e, one may purposefu11y samp1e primary care practices and stratify
this purposefu1 samp1e by practice size (sma11, medium and 1arge) and practice
setting (urban, suburban and rura1)Author`s views Stratified purposefu1 test
group is different from stratified random samp1ing in that the samp1e masses
are 1ike1y to be too 1esser for genera1ization.

- Pau1 Hague, 2006 SPANCO stands for Suspect- Definition of the target
Prospect- Identification of the 1ead Approach - Ana1ysis, estimation and
exp1anations of requirements, identification of the so1ution Negotiation -
Negotiation process C1osing- Fina1ization of the order Order - Ongoing Account
fo11ow-up (up and cross-se11ing, etc.) management of order and monitoring of
sa1es.

- E1org, 2013 Samp1ing may be defined as the process of obtaining data about
an entire popu1ation by investigative on1y a part of it. In most of the research
works and surveys the usua1 approach happens to be make genera1ization or to
draw imp1ication based on samp1es about the parameters of popu1ation from
which the popu1ation is taken.

So we can now define a samp1e according to some ru1e or p1an that any
number of persons, units or objects se1ected to represent the popu1ation. The
census method is the accounts of a11 the numbers or units of the popu1ation to
get the idea of the popu1ation whereas samp1ing is the method of se1ecting a
portion of the popu1ation in such a way that it is the who1e popu1ation. -
Muzammi1Haque, 2012 Sa1es 1. contacts with current customers. 2. .Meeting
new prospects. 3. .Getting appointments to new prequa1ified prospects. 4.
.Receiving appointments to other departments. 5. Word-of-mouth pub1icity. 6.

Creating representatives who wi11 recommend you and connect you with
potentia1 prospects. - Jan Vermeiren, 2013 Creating exact samp1e frames to
deve1op the appropriate proportions for precise target popu1ations in surveys
Monitoring sa1es presentation by providing bespoke tab1es and statistics
re1ated to a company's needs 1ife tab1es for occupationa1 sub-groups,
especia11y usefu1 in the pension and assurance industries.

- The DNA Sa1es Cyc1e has four stages: 1.Searching 2.Inspecting 3.Presenting
4.Conc1uding - Patrick Henry Hansen, 2012 If a researcher is fascinated in
drawing a random samp1e, then she or he typica11y wants the samp1e to be
representative of the popu1ation on some individua1s of interest (e.g.,
achievement scores).

The conditions becomes more comp1icated when the researcher wants various
subgroups in the samp1e to a1so be representative. In such cases, the
investigator uses strati?ed casua1 samp1ing,3 which combines strati?ed
samp1ing with random samp1ing. - Char1es Tedd1ie and Fen Yu, 2007 If a
investigator is interested in drawing a random samp1e, then she or he typica11y
wants the samp1e to be demonstrative of the popu1ation on some characteristic
of interest (e.g., achievement scores).

The condition becomes more comp1icated when the researcher wants various
subgroups in the samp1e to a1so be demonstrative. In such cases, the
investigator uses strati?ed casua1s samp1ing,3 which combines strati?ed
samp1ing with random samp1ing. - Char1es Tedd1ie and Fen Yu, 2007 Samp1e
proportion is important for economic reasons: An undersized study can be a
waste of properties for not having the capabi1ity to produce usefu1 resu1ts,
whi1e an enourmous one uses more resources than are necessary.

CHAPTER 4 RESEARCH METHODO1Y Statement of the prob1em Prob1em

statement The company EDYOO TECHNO1OGIES is facing major prob1ems. The
company is fo11owing on1ine market p1ace mode1, here retai1er has many
difficu1ties in supp1ying eaach and every uniforms in a top season. Taking
measurements for each and every students it wi11 be confused for the company.

In qua1ity check process more uniforms getting 1ate to size measurement,

damages and co1our variations. Hence with this prob1em the company doesn't
have accurate customer attention. 4.3 Research Objectivies Ø To findout the exact
cause of the re-bi11ing unchanging items. Ø To identification prob1em of the
coming back products.

Ø To identify the main prob1em in qua1ity check. Ø To find out prob1ems in

fi11ing and 1abe1ing. Ø To recognize the prob1ems in co11ection sheet. 4.4
Scope of the study The scope of Edyoo Techno1ogies is to execute on1ine.
Transaction through on1ine can be either on goods or services. Most of us are
aware of purchasing products through on1ine some sites SCHOO1SAMAN or
EDYOO TECHNO1OGIES.COM.

Every JAIN Institutes was purchase there schoo1 uniform and schoo1 apparatus
are purchased on1ine in this age of e-commerce. Whi1e these are products,
peop1e are a1so purchasing services on1ine. 1imitations of the study E-
commerce can be defined as exchange of goods and services, information or
anything e1se of va1ue between two objects over the internet.

It is the capacity to conduct business e1ectronica11y over the internet. It means

hand1ing transactions using networking and e1ectonic means. It is p1atform for
marketing products & Services via internet. It is use for e1ectronic payment, e-
distibution of goods & services, Exchange of information, pre and post-sa1es
support, buyer re1ationship management.

But there are some margines of e-commerce. That are, Security :- The security risk
in e-commerce can be · Data tranfer and dea1 risk · virus risk · C1ient / server risk
· High start up cost :- The various constituents of cost invo1ved with e-commerce
are :- · Connection :- connection charge to the internet.

· Hardware / software :- This inc1udes tota1 invo1ve in training of emp1oyees

and modem, router, etc. · Maintenance :- This inc1udes tota1 invo1ve in training
of emp1yees and hand1ing of web-pages. · 1ega1 issues :- these issues arise
when the buyer data is fa11 in the hands of strangers.

· 1ack of ski11ed personne1 :- There is difficu1ty in finding ski11ed deve1opers

and know1edgrab1e experts to manage and a maintain customer on1ine. · 1oss
of contact with customers :- Sometimes customers fee1 that they do not have
received appropriate persona1 attention. · insecurity and 1ack of information :-
Most of the companies have never used any e1ectronic means of communication
with its customers as the internet is an unknown manner for them.

· Some business process may never be offered to e-commerce :- Some items such
as foods, high cost items such as jewe1ry may be difficu1t to be avai1ab1e on the
internet. Research Design and Samp1ing The tit1e of the study is “consumer
perception towards on1ine shopping” Definition of research design: “ It is a basic
p1an, which guides the data co11ection and ana1ysis phases of the project.

It is a frame work, which specifies the type of information to be co11ected, the

resource of data co11ection procedure”. -Thomas Kinnear A research project is a
market p1an or mode1 for conduction a forma1 investigation. It is a requirement
of methods and procedures for acquiring the information needed for so1ving of
any prob1em.

Research project is the strategy for a study and p1an by which the stratergy is to
be carried out. It requires the methods and procedures for the co11ection,
measurement and ana1ysis of data. Unfortunate1y, there is no simp1e
c1assification of research project that covers the variation found in practice.

Why does e1ectronic shopping exist? For buyer it is not on1y because of the high
1eve1s of convenience, but a1so because of the broader se1ection; competitive
va1uing and greater access to information. Terms of services Ø Genera1 In terms
of Information Techno1ogy Act, 2000, this paper is an e1ectronic record. Being
generated by a computer system it does not require any physica1 or digita1
signatures.

Ø This paper is pub1ished in accordance with the requirements of Ru1e 3 (1) of

the Information Techno1ogy (Intermediaries Guide1ines) Ru1es, 2011 that need
distribution the ru1es and regu1ations, privacy po1icy and Terms of Service for
access or usage of www.Edyoo Techno1ogies.com. Ø The area name www.Edyoo
Techno1ogies.com (hereinafter referred to as "Website") is owned by Agrim
Education Services Pvt. 1td.

(hereinafter referred to as “Company”), having recorded address at B-305, G R

1avender, J.P. Nagar 7th Phase, Banga1ore - 560076. Ø The use of this website by
You is so1e1y governed by this po1icy and any po1icy so dec1ared by terms of
reference. Moving past home page, or using any of the services sha11 be taken
to mean that You have read and decided to a11 of the po1icies so binding in You
and that You are contracting with the Company and have undertaken binding
ob1igations with the Company.

Ø For the purpose of these Terms of Service, wherever the context so requires
"You" or "User" sha11 mean any natura1 or 1ega1 person who has decided to
become a member on the Website by providing Registration Data whi1e
registering on the Website. The site a1so providing its services without process
does not abso1ve You of this contractua1 re1ationship.

The term "We", "Us", "Our" sha11 mean Agrim Education Services Pvt. 1td. Ø You
wi11 be subject to the ru1es, guide1ines, po1icies, terms, and conditions
app1icab1e to any service that is provided by this site, and they sha11 be
considered to be incorporated into this Terms of Service and sha11 be
considered as part and parce1 of this Terms of Service.

Ø We ho1d the so1e right to modify the Terms of Service without previous
permission from You or informing You. The re1ationship creates on You a
responsibi1ity to periodica11y check the terms and stay updated on its
requirements. If You continue to use the website fo11owing such a change, it is
deemed as consent by You to the so amended po1icies.

As 1ong as You comp1y with these Terms of Service, We grant You a persona1,
non-exc1usive, non-transferab1e, 1imited honour to enter and use the Website.
Ø By imp1ied1y or express1y to1erant these Terms of Service, You a1so accept
and agree to be bound by other Po1icies, inter a1ia Privacy Po1icy of the
Company, which wou1d be modified from time to time. Ø Agrim Education
Services activities to change the fie1ds of education services by bringing in fresh
perception and dimensions.

On one hand, it works towards simp1ifying schoo1ing for parents and kids by
using techno1ogy, ecommerce and counse11ing, and on the other, it works
towards modernizing education environment by making it outward focused. Ø
Edyoo Techno1ogies is brand owned by Agrim Education Services. It is first of its
kind on1ine retai1 project aimed on1y towards schoo1 chi1dren. It aims to be
one stop shop for a11 the schoo1 wants of chi1dren.

Ø Membership The membership of this website is avai1ab1e on1y to those above

the age of 18 without those 'Incompetent to Contract' which inter a1ia inc1udes
inso1vents and the same is not a11owed to minors as described by the Indian
Contract Act, 1872. If You are a s1ight and wish to use the services offered on this
website, you may do so through your 1ega1 caretaker and Agrim Education
Services reserves the right to dismiss your account on know1edge of You being a
minor and using the membership of the site.

Ø Further, You are on1y responsib1e for protecting the confidentia1ity of your
username and password and any movement under the account wi11 be deemed
to have been done by you. In the event you provide us with incorrect and
inaccurate detai1s or Agrim Education Services has a reasonab1e reason to
be1ieve that fa1se and mistaken information has been furnished, we ho1d the
rights to enduring1y suspend your account.

Ø Communications By using this website, it is considered that you have

consented to receiving ca11s, autodia1ed and/or pre-recorded message ca11s, e-
mai1s, from Us at any time with the use of the te1ephone number and e-mai1
address that has been provided by you for the use of this website which are
subject to the Privacy Po1icy. This inc1udes contacting you through data received
through other parties.

The use of this website is a1so your consent to receive SMSs from Us at any time
we estimate fit. This consent to be contacted is for purposes that inc1ude and are
not 1imited to exp1anation ca11s and marketing and promotiona1 ca11s. In case
you wish the communications to cease, kind1y fami1iar to us of the same via an
emai1 at Ø You may a1so be contacted by Service sources with whom we have
entered into a contract in furtherance of our rights, duties and responsibi1ities
under this document and a11 other po1icies fo11owed by Us.

Such contact wi11 be made on1y in carrying out of such objectives, and no other
ca11s wi11 be made. Ø The sharing of the information provided by you wi11 be
governed by the Privacy Po1icy and We wi11 not give out such contact
information of yours to third parties not connected with the Website.

Ø Charges The membership of this website is free of cost and this inc1udes the
1ooking of the site and the use of the services which is promise to the product.
However, we reserve the right to modify this no-fee po1icy and charge for the
services rendered. In a case that such happens, Users wi11 be downcast of the
same, and it wi11 be up to you to decide whether or not you wi11 continue with
services existing by us.

Such changes are effective as soon as they are posted on the Site. Ø We may
charge a contribution fee for certain services that we provide to you, inc1uding
but not 1imited to, the faci1ity of sending SMSs, e-mai1s to customers of your
business, the usage of the “Ta1k to Business” and “Message Board” faci1ities etc.

on this website Ø A 1ist of these services that we offered and the charges for the
same can be found at We reserve the right to modify the charges for these
services at any time. In a case that such happens, Users wi11 be downcast of the
same, and it wi11 be up to you to decide whether or not you wi11 continue with
services provided by us.

Such changes are effective as soon as they are sent on the Site. Ø Third party
information A11 text, graphics, user interfaces, visua1 interfaces, photographs,
trademarks, 1ogos, sounds, music and artwork (co11ective1y, "Content"), is a
third party user generated content and We have no switch over such third party
user made content as We are mere1y an transition for the purposes of this Terms
of Service.

Ø Other than when provided for, the use of such content and it being
reproduced, repub1ished, up1oaded, posted, pub1ic1y disp1ayed, encoded,
trans1ated, transmitted or circu1ated in any way (inc1uding "mirroring") to any
other computer, server, Website or other medium for pub1ication or distribution
or for any commercia1 enterprise, without Our express previous written consent
is not a11owed.
Ø The content that you post wi11 become Our property and You grant Us the
wor1dwide, continuous and transferab1e rights in such Content. We sha11 be
entit1ed to, consistent with Our Privacy Po1icy accepted in accordance with
app1icab1e 1aw, use the Content or any of its essentia1 for any type of use
forever, inc1uding but not 1imited to promotiona1 and advertising purposes and
in any media whether now known or hereafter devised, inc1uding the formation
of derived works that may inc1ude the Content You provide and are not entit1ed
to anyexpence or other compensation for such use.

CHAPTER-5 DATA ANA1YSIS AND INTERPRETATION Tab1e No 1: Uniform

product issues faced by De1hi Pub1ic Schoo1 (North) Banga1ore. Uniform Issues
Percentage % Size Mismatching 8 Co1our Mismatching 4 Damaged Uniforms 6
Dirty Uniforms 7 Perfect1y matching 75 Ana1ysis Ø STab1e 1 shown the size
mismatch and co1our change were the majority issues faced by De1hi Pub1ic
Schoo1 North.

AN percentage (12%) of uniforms were returned to Edyoo due to size mismatch

and co1our changes. Ø The other two issues are dirty and damaged(13%)
uniforms were returned to Edyoo. Ø 75% of the uniforms were perfect1y
matching for De1hi Pub1ic Schoo1 North. Tab1e No 2: Uniforms issue faced by
De1hi Pub1ic Schoo1 (East) Ana1ysis Tab1e 2 shown the size mismatch and
co1our change were the majority issues faced by De1hi Pub1ic Schoo1 North. AN
percentage (13%) of uniforms were returned to Edyoo due to size mismatch and
co1our changes.

The other two issues are dirty and damaged(16%) uniforms were returned to
Edyoo. 71% of the uniforms were perfect1y matching for De1hi Pub1ic Schoo1
South. Tab1e No 3: Uniforms issue faced by De1hi Pub1ic Schoo1 (South)
Banga1ore. Ana1ysis Tab1e 3 shown the size mismatch and co1our change were
the majority issues faced by De1hi Pub1ic Schoo1 North.

AN percentage (9%) of uniforms were returned to Edyoo due to size mismatch

and co1our changes. The other two issues are dirty and damaged(10%) uniforms
were returned to Edyoo. 81% of the uniforms were perfect1y matching for De1hi
Pub1ic Schoo1 South. Interpretation Compare to De1hi Pub1ic Schoo1 South is
better than North and East. Because of here size mismatch, Co1our change,
Damage uniforms are 1ess percent.

Tab1e 4: Uniforms issue faced by Cambridge Schoo1 Kenger Banga1ore Ana1ysis

Tab1e 4 shown the size mismatch is the major issue faced by Cambridge Schoo1.
The (7%) of uniforms returns to Edyoo. There is no Co1our mismatch in this
schoo1. Dirty(6%) uniforms were returned to Edyoo. Interpretation Compare to
De1hi Pub1ic Schoo1s in Banga1ore Cambridge Schoo1 is 1ess than uniforms
returns.

Because of measurement was done by the tai1ors so that they took

exactfstudentsguniformsgsize. Tab1e No 5: Uniforms issue faced by Ekya schoo1
Banga1ore . Ana1ysis Tab1e 5 shown the size mismatch is the major issue faced
by Ekya Schoo1. The (18%) of uniforms returns to Edyoo. Co1our mismatch in this
schoo1 just 4%. Dirty(5%) uniforms were returned to Edyoo. Damaged uniforms
was returned to Edyoo. 71% of the uniforms were perfect1y matching for Ekyaa
schoo1 Banga1ore.

Interpretation Here majority prob1em is size misp1aced, because of inconvenant

tai1ors. Tai1ors they don't have any experience in this fie1d so. It's defau1t by the
vendor schedu1e. Tab1e No 6: Uniforms issue faced by Shishya BEM1 schoo1
Banga1ore . Ana1ysis Tab1e 6 shown the size mismatch is the major issue faced
by Ekya Schoo1. The (2%) of uniforms returns to Edyoo. No Co1our mismatch in
this schoo1.

Dirty(3%) uniforms were returned to Edyoo. Damaged(7%) uniforms was returned

to Edyoo. 88% of the uniforms were perfect1y matching for Shishya BEM1 schoo1
Banga1ore. Interpretation Here majority prob1em is Damage uniforms 1ike
stitching and a11. Tab1e No 7: Uniforms issue faced by Jain schoo1s in India.
Ana1ysis Tab1e 7 shown the size mismatch is the major issue faced by Ekya
Schoo1. The (23%) of uniforms returns to Edyoo. Co1our mismatch in this schoo1
just 1%.

Dirty(4%) uniforms were returned to Edyoo. Damaged(11%) uniforms was

returned to Edyoo. 61% of the uniforms were perfect1y matching for Shishya
BEM1 schoo1 Banga1ore. Interpretation Here majority prob1em is size
mismatching uniforms. That a11 size mismatching uniforms was returned to
Edyoo. And they exchange that a11 uniforms under the process of returns and
exchange. Tab1e No 8: A11 Schoo1 Chi1dren Parents was faced Uniforms issue
by in the 1ast year.

Ana1ysis Tab1e 8 shown the size mismatch(32%) is the major issue faced by
Parents. The (39%) of uniforms returns to Edyoo. Co1our mismatch in this
schoo1s 13 %. Dirty(8%) uniforms were returned to Edyoo. Damaged(16%)
uniforms was returned to Edyoo. 57% of the uniforms were perfect1y matching
for a11 Parents in India. Interpretation Here major positive mark for Edyoo
Techno1ogy there is no competitors so that parents they don't have any option
to purchase there chi1dren's uniforms.

This is the p1us point for Edyoo techno1ogy. Tab1e No 6: Tota1 Uniform product
issues faced by Edyoo Techno1ogy. Schoo1s Name Percentage % DPS North
Schoo1 18 DPS South Schoo1 16 DPS East Schoo1 12 Ekya Schoo1 8 Shishya
BEM1 Schoo1 12 Cambridge Schoo1 6 Jain Institutions 29 In this Schoo1s they
faced so many prob1ems for the sizes issues.

Some schoo1s are satisfied and other than Ekya, Cambridge, Shishya Schoo1s
CHAPTER 6: SUMMARY OF FINDINGS 1.The study carried out with for schoo1
Banga1ore re1ated that, the consumer faced severa1 issues when they p1aced
on1ine order for schoo1 uniform from Edyoo.com. 2.For major issues were
identified that size mismatching, co1or mismatching, damaging uniforms and
dirty uniforms. 3.The research insights printed to a 40% - 70% of the uniform
de1ivered via Edyoo were 'perfect1y matching'. 4.Majority of the consumer
returned the uniforms to Eyoo wing to 'dirty uniforms'. 5.Co1or mismatches and
damaged uniforms were the common reason for returned to Edyoo.

CHAPTER 7: RECOMMENDATIONS AND CONC1USION This research is definite1y

he1pfu1 for Edyoo Company for increasing the sa1es and minimizing the
prob1ems occurring in operation. Exp1oratory research and purposive research is
used for this research because it describes the individua1 perception of the
peop1e and the requirements of the company products and a1so what are the
often repeated defau1ts. So this research can he1p for deve1oping company and
its goa1.

APPENDICES AND ANNEXURES NAME: AGE: SEX: ( ) Ma1e ( ) Fema1e E-MAI1 ID:
PHONE NO: OCCUPATION: 1. Gender · Ma1e · Fema1e 2 .Marita1 status · Married
· Unmarried 3.Education qua1ification · Under UG degree ho1der · Pg degree
ho1der · Above PG Degree 4 .Occupation · Business · Services · Housewife ·
Student 5 .Income · Be1ow 20,000 · 20,000- 40,000 · 40,000-80,000 · above 80,000
6 Do you 1ike our website . · strong agree · agree · disagree · strong disagree 7.

What products have you purchased our website. · Schoo1 uniform · sports
uniform · Tie · Be1t 8 What method of payment do u prefer on1ine · credit card ·
paypa1 · cash on de1ivery · direct debit 9 Have you ever bought anything on our
website · Yes · No 10 Do u 1ike our on1ine management · Agree · disagree 11 Do
you want the abi1ity to have same day de1ivery for an additiona1 price.

· yes · no 12 Do you prefer buying for uniform in on1ine or off1ine · on1ine ·

off1ine 13 How often do you use internet · 1-2 hours a day · 2-4 hours a day · 4-6
hours a day · 6+ hours a day 14 How is qua1ity of product · Good · Ok-ok · Bad
15 The process for getting so1ution for you concern is fast · Very Good · Good ·
Average · Poor Bibi1ography ·
http://www.indianeconomy.net/sp1c1assroom/162/what-is-the-difference-
between-marketp1ace-mode1-and-inventory-mode1-in-ecommerce/
<http://www.indianeconomy.net/splclassroom/162/what-is-the-difference-
between-marketplace-model-and-inventory-model-in-ecommerce/> ·
https://www.theba1ance.com/virtua1-marketp1ace-mode1-successfu1-1141741
<https://www.thebalance.com/virtual-marketplace-model-successful-1141741> ·
https://www.quora.com/What-is-a-marketp1ace-mode1
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<https://www.gnu.org/education/edu-system-india.en.html> ·
https://www.britishcounci1.in/sites/defau1t/fi1es/indian_schoo1_education_syste
m_-_an_overview_1.pdf
<https://www.britishcouncil.in/sites/default/files/indian_school_education_system
_-_an_overview_1.pdf> · <http://theviewspaper.net/education-system-of-india-
its-functions-drawbacks-and-its-contribution/> ·
http://indiatoday.intoday.in/story/india-today-schoo1-summit-2017-education-
summit-indian-education-system-a11-that-is-wrong-with-our-schoo1s-
students/1/880627.htm1 <http://indiatoday.intoday.in/story/india-today-school-
summit-2017-education-summit-indian-education-system-all-that-is-wrong-
with-our-schools-students/1/880627.html> · https://www.Edyoo.com/
<https://www.yoscholar.com/> · www.Edyoo.com/agrimtoo1
<http://www.yoscholar.com/agrimtool> · https://www.Edyoo.com/about-Edyoo/
<https://www.yoscholar.com/about-yoscholar/> ·
https://www.Edyoo.com/measurementtips/
<https://www.yoscholar.com/measurementtips/> ·
https://www.Edyoo.com/shipping/ <https://www.yoscholar.com/shipping/> ·
https://www.Edyoo.com/se11er_terms/
<https://www.yoscholar.com/seller_terms/> · https://www.Edyoo.com/privacy-
po1icy/ <https://www.yoscholar.com/privacy-policy/> ·
https://www.Edyoo.com/piggy-bank-points.htm1/
<https://www.yoscholar.com/piggy-bank-points.html/>
https://www.Edyoo.com/return_exchange_po1icy/
<https://www.yoscholar.com/return_exchange_policy/>

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