Professional Documents
Culture Documents
Submitted by
K.BUTCHI BABU,
Regd. no: 1214415113
Under the esteemed guidance of
Dr. U. V ADINARAYANA RAO,
(Associate professor)
K. Butchi Babu
Regd. no:-1214415113
Certificate by guide
This is to certify that the project entitled, “A Study on Customer service data of
University.
And also I take this moment to thank and express my gratitude to my mentor,
philosopher and guide Dr. U. V. ADINARAYANA RAO, Associate Professor,
GITAM Institute of Management, GITAM University, Visakhapatnam, and
Andhra Pradesh. His dedication and keen interest above all his overwhelming
attitude to help his students had been solely and mainly responsible for
completing my work. His timely advice, meticulous scrutiny and scholarly
advice have helped me to a very great extent to accomplish my task.
K.BUTCHI BABU
CONTEXT
Research Problem
Need For The Study
Objectives Of The Study
Research Design
Scope Of The Study
Limitations Of The Study
Chapter-3: Analysis & Interpretation
Suggestion 23
Bibliography 24
LIST OF TABLES AND DIAGRAMS
List of diagrams:-
Diagram Page
Diagram Title
no: No.
3 Count of complains from Origin 11
4 From which state complaints are more 12
5 Which category is receiving more complain 13
6 Average time take to update and clear the complain 15
7 Number of complaints registered in a particular year 16
8 Average amount for NQA 17
9 Types of process 19
10 Reasons for complain 20
List of tables:
Table Page
Table Title
no. No.
1 Count of complains from Origin 11
2 Cross tabulation between states and super categories 14
3 Average time take to clear or update the complain 15
4 cross tabulation between touch points and average price 18
5 Reasons for the complain 20
Chapter:-1
Introduction
Introduction to Online Users in India:-
We live in an age which is called information age and internet is the biggest
revolution in this age. Although slow initially, India is gradually gaining the
momentum and is in the process of becoming the country with highest number
of internet literate population in the world. As per the report, out of the 1.32
billion population in India, 400 million people use internet daily.
At present India is the world’s second online community after China and
leaves America behind in internet users
Diagram 1:-
The above graph represents the average internet uses in India from 2010 to
2016
According to the report, the number of mobile internet users has also witnessed
a steady rise, with 290 million mobile internet users in 2016.
This analytic conclusion has been arrived at based on reasons like higher
internet penetration in India, which has resulted in increased adaptability of
online shopping among Indians and better online shopping experience offered
by the e-commerce websites.
Introduction to ecommerce:-
Diagram 2:-
The above graph represents Number of online shoppers in India
Customer service has to be a team effort and not just the responsibility of
employees who deal with the public directly.
Knowing your P’s and Q’s:- You must be polite to your customer all the
time. Besides the opening and closing greetings, dot your conversation
with please, sir, thank you or sorry liberally. Display your best behavior
to every customer.
Dropship:-
Order processing including printing labels and invoices and then packing the
orders is taken up by seller. Ecommerce Company assigns and arranges courier
for sellers. Sellers are responsible for handing over the packages to courier
partners on time. Courier partners are then responsible for delivery.
Oneship:-
As Oneship, in this model also, rider picks up the items from seller and drops it
to OCPlus centre before passing it to the courier partners. The difference here is
- the item which is picked up from the seller is not packed at seller end.
However, it is packed in OCPlus centre before passing it to courier partners.
From there, it is delivered to the customer.
SD+:-
In this fulfilment mode, company stores the seller items in its warehouse even
before an order placement and keeps notified the seller about pending and
delivered orders.
Vendor Self:-
This fulfilment mode seller is completely responsible for order fulfilment from
order processing, to delivery and updating company at each step. Seller is
required to update various steps involved in order processing to company.
Chapter:-2
Methodology
Methodology
Need of study:-
With the increasing usage of the online shopping, the importance of customer
satisfaction has been a vital part in e-commerce industry. This study helps in
identifying such complaints and clearing them with immediate effect
Objectives:-
Research Design:-
The data set contain the complains of the product given by the customer from a
ecommerce company
Tools used: -
R version 3.3.3
Ms excel
Tableau 10.3
Summery statics
sd_state sd_city
Maharashtra: 4332 New Delhi: 1493
Uttar Pradesh: 3362 Bangalore: 1079
West Bengal: 2257 Mumbai: 868
Kar-taka: 2092 Pune: 680
Bihar: 1703 Hyderabad: 632
Assam: 1686 Gurgaon: 585
(Other) :16404 (Other):26499
sho_fulfillment_type total_touchpoints tc_current_ageing
DIGITAL: 1 Min.: 0.000 Min.: 0.00
DROPSHIP: 9686 1st Qu.: 0.000 1st Qu.: 2.00
FC_VOI:13862 Median: 0.000 Median: 5.00
OCPLUS: 7837 Mean: 1.183 Mean: 11.48
ONESHIP: 405 3rd Qu.: 1.000 3rd Qu.: 12.00
sho_fulfillment_type: 1 Max. :81.000 Max. :276.00
VENDOR_SELF: 44 NA :1 NA :1
level_1 Reverse.courier
I have an issue with size/fit :7839 VULCAN_OLP_RPU:8253
Didn't get what I ordered :6134 manual :7399
I have received a damaged item :4706 DELHIVERY_RP :6720
The item is not working properly :4674 ECOM-ROI1 :3916
Quality not as expected :4263 JV_EXPRESS :2959
Same product but i-ccurate description:1750 NUVOEX :2115
(Other):2470 (Other): 474
Scope of study:-
Firstly I got the data from a ecommerce company .As a result ,the study may
have contain information to that company only it may not be applied to all the
ecommerce companies
Limitations:-
Infer: - The above table shows the count of complains received by the company
from each origin and the following visualization can be drawn from the analysis
using tableau.
Diagram 3:-
count
1%
1%
0% WAP
2% 1% 0%
5% Voice
11% Web
Android
18%
61% App
others
Email-Pilot
Windows
iOS
Interpretation:-
The above pie chart represent, from which origin the company is receiving more
number of complaints .From the diagram we can infer, 61% of the complains
are received from WAP (Web Application Protocol) origin and it is followed
by the voice origin with 18%
Diagram 4:- From which state company is receiving more number of complaints
Interpretation: -
The above India map represents from which state the ecommerce company is
receiving more number of complaints .From the map we can infer that 13.6% of
the complaints are received from Maharashtra and 10.6% of the complains are
received from Uttar Pradesh then it is followed by west Bengal and Karnataka
with 7.1% and 6.1% respectively
Interpretation:- From the above diagram represents, from which category the
company is receiving more number of complains. Where X-axis represents
products and y-axis represent total count .From the bar graph we can infer
44.604% of complains are received on fashion products and 15.58% of
complaints are received on electronic products
Table 2:- Cross tabulation between States and products sold in the E-commerce
company
products Mobiles & Kid's
Fashion Electronics GM FMCG Refurbished Books
States Tablets Fashion
West Bengal 831(36.8%) 387(17.1%) 421(18.7%) 406(18%) 98(4.3%) 56(3.3%) 14(0.6%) 25(1.1%)
Kerala 131(36%) 67(18.4%) 73(20.1%) 59(16.2%) 19(5.2%) 13(3.6%) 1(0.3%) 1(0.3)
Orissa 596(49%) 181(14.9%) 178(14.6%) 164(13.5%) 55(4.5%) 35(2.9%) 2(0.2%) 6(0.5%)
Delhi 725(46.4%) 229(14.7%) 206(13.2%) 225(14.4%) 103(6.6%) 57(3.6%) 7(0.4%) 10(0.6%)
Haryana 573(43.1%) 236(17.7%) 194(14.6%) 188(14.1%) 66(5%) 57(4.3%) 9(0.7%) 8(0.6%)
Punjab 296(41.2%) 124(17.3%) 109(15.2%) 99(13.4%) 53(7.9%) 28(3.4%) 3(0.4%) 6(0.8%)
Rajasthan 466(44.6%) 147(14.1%) 174(16.7%) 159(15.2%) 49(4.7%) 37(3.5%) 5(0.5%) 7(0.7%)
Jharkhand 451(51.5%) 137(15.7%) 95(10.9%) 121(13.8%) 37(4.2%) 28(3.2%) 0 6(0.7%)
Maharashtra 1979(45.7%) 632(14.6%) 592(13.7%) 724(16.7%) 184(4.2%) 169(3.9%) 28(0.6%) 24(0.6%)
Uttar Pradesh 1662(49.4%) 471(14%) 497(14.8%) 456(13.6%) 123(3.7%) 116(3.5%) 16(0.5%) 21(0.6%)
Madhya Pradesh 649(51.2%) 154(12.2%) 178(14.1%) 175(13.9%) 50(4%) 37(2.9%) 9(0.7%) 8(0.6%)
Goa 128(45.7%) 46(16.4%) 28(10%) 50(17.9%) 6(2.1%) 20(7.1%) 0 2(0.7%)
Bihar 815(47.4%) 272(15.8%) 279(16.2%) 221(12.9%) 41(2.4%) 63(3.7%) 7(0.4%) 20(1.2%)
Assam 792(47%) 186(1%) 278(16.5%) 257(15.2%) 66(3.9%) 85(5.0%) 6(0.4%) 16(0.9%)
Andhra Pradesh 308(33.4%) 189(20.5%) 157(17%) 175(19%) 36(3.9%) 42(4.6%) 8(0.9%) 6(0.7%)
Gujarat 432(39.2%) 221(20.1%) 170(15.4%) 176(16%) 56(5.1%) 38(3.5%) 5(0.5%) 3(0.3%)
Tamil Nadu 516(33.3%) 297(19.2%) 298(19.2%) 272(17.6%) 75(4.8%) 71(4.6%) 13(0.8%) 7(0.5%)
Karnataka 916(43.8%) 310(14.8%) 316(15.1%) 340(16.3%) 79(3.8%) 106(5.1%) 10(0.5%) 15(0.7%)
Nagaland 174(49.3%) 34(9.6%) 81(22.9%) 36(10.2%) 13(3.7%) 11(3.1%) 3(0.8%) 1(0.3%)
Himachal Pradesh 221(47.5%) 47(10.1%) 79(17%) 79(17%) 14(3%) 23(4.9%) 1(0.2%) 1(0.2%)
Meghalaya 85(45.9%) 18(9.7%) 41(22.2%) 26(14.1%) 7(3.8%) 8(4.3%) 0 0
Uttarakhand 192(46.5%) 59(14.3%) 59(14.3%) 63(15.3%) 20(4.8%) 14(3.4%) 3(0.7%) 3(0.7%)
Mizoram 67(38.5%) 19(10.9%) 32(18.4%) 46(26.4%) 6(3.4%) 2(1.1%) 1(0.6%) 1(0.6%)
Telangana 418(40.7%) 161(15.7%) 167(16.3%) 180(17.5%) 37(3.6%) 48(4.1%) 8(0.6%) 7(0.6%)
A & N Islands 11(44%) 1(4%) 8(32%) 4(16%) 1(4) 0 0 0
Chhattisgarh 146(47.9%) 43(14.1%) 46(15.1%) 37(12.1%) 14(4.6%) 15(4.9%) 0 4(1.3%)
Jammu and Kashmir 305(50.7%) 53(8.8) 96(15.9%) 9816.3%) 19(3.2%) 26(4.3%) 0 5(0.8%)
Sikkim 76(62.8%) 8(6.6%) 16(13.2%) 15(12.4%) 4(3.3%) 2(1.7%) 0 0
Tripura 59(41.3%) 28(19.6%) 26(18.2%) 20(14%) 6(4.2%) 3(2.1%) 0 1(0.7%)
Arunachal Pradesh 55(45.1%) 17(13.89%) 25(20.5%) 17(13.9%) 1(0.58%) 6(4.9%) 0 1(0.7%)
Dadra and Nagar
6(33.3%) 3(16.7%) 2(11.1%) 4(22.2%) 2(11.1%) 1(5.6%) 0 0
Haveli
Pondicherry 13(35.1%) 3(8.1%) 5(13.5%) 12(32.4%) 0 2(5.4%) 2(5.4%) 0
Daman and Diu 3(30%) 4(40%) 1(10%) 2(20%) 0 0 0 0
Manipur 101(62%) 19(11.7%) 17(10.4%) 20(12.3%) 4(2.5%) 2(1.2%) 0 0
Interpretation:-
The above table represent the cross tabulation between states and super
categories of products in ecommerce company .From the table we can infer that,
from West Bengal 36.8%17.1% and 17.7% of the complaints are from fashion,
electronics and mobile & tablets products respectively, from Maharashtra
45.7%,14.6%&16.7% of the complaints are from fashion ,electronics and GM
products respectively and from Uttar Pradesh 49.4%,14.8%and14% of the
complaints are from fashion, mobile &tablets and Electronics respectively
Table 3:-Average time take to update and clear the complain
Infer: - The above table show the average time take to update and to clear the
complaint and the following visualization can be drawn from the analysis using
tableau.
Diagram 6:-
14
12
10
8
6
update
4
completd
2
0
Interpretation:-
From the above histogram maroon colour represents the average time taken to
update the complaint and blue colour represents the average time taken to clear
the complaint. Where the x-axis represents super categories of the products and
y-axis represents the average count .From the above diagram we can infer that
Refurbished products are taking long time to update or clear the complaint i.e. 4
days for update and 13 days to clear the complain
2016
TC
CC updated
2016
Rpi
2017
TC
CC updated
2017
Rpi
Interpretation:-
The above two graphs represents the count of the complaints registered, number
of complaints updated and number of complaints are cleared in the year 2016-
17 .Form that we can infer that in 2016 year 280(100%) complains got
registered and Only 189(94.5%) of the complaints are cleared. IN 2017 year
31555(100%) complaints got registered and only 25834(81.86%) of the
complaints git cleared
Diagram 8:- To know for which amount NQA is true and false
3000
2500
2000
1500
1000
500
0
1 2
Interpretation:-
In the above bar chart “1” represent true and “2” represent false and x-axis
represent NQA and y-axis represent average count and we can infer that
questions are asked for the product with low price and questions are not asked
for the products with higher price
Table 4:- cross tabulation between time taken and average price of a
product
Interpretation:-
The above table represent the cross tabulation between time taken to clear the
complaint and the average price of products. From the table we can infer that
from mobile & Tablets category with an average price of 6361 takes longer time
to clear the complaint and from Refurbished category with an average price of
10249 takes 0 to 30 days to clear the complaint
Diagram 9:- From which type of process complaints are more
Process
1%
25%
FC_VOI
44%
DROPSHIP
OCPLUS
ONESHIP
30%
Interpretation:-
The above pie chart represents from which type of process the company is
receiving more complains. From the graph we can infer that 44% of the
complaints are from FC_VOI process and 30% of the complaints are form
DROPSHIP process
Table 5:- Major reasons for the complain
Reason for complain count percentage
I have an issue with size/fit 7839 26.02
Didn't get what I ordered 6134 20.36
I have received a damaged item 4706 15.62
The item is not working properly 4674 15.51
Quality not as expected 4263 14.15
Same product but inaccurate
1750
description 5.81
I have received an incomplete order 762 2.53
Infer:-The above table shows what are the major reasons for the complaint and
the following visualization can be drawn from the analysis using tableau.
Diagram 10:-
Interpretation:-
The above diagram represents what are the major reasons for the complaint
.from the diagram we can infer that the complaint “I have an issue with size/fit”
is the one which got registered with 24.62% and “Didn’t get what I ordered”
complain is registered with 19.28%
CHAPTER:-4
OBSERVATION & CONCLUSION
Observations:-
Suggestions:-
The ecommerce company has to focus on the core area like fashion category
and states like Maharashtra and Uttar Pradesh
Now a days people prefer to shop online as it reduces time and cost of
travelling .so that ecommerce company should provide proper customer
service to increase their competitiveness
As FC_VOI method has highest percentage of complaint the company
should prefer better method
Conclusion:-
The company should increase the service facility in order to maintain a healthy
competition in society and increase their efficiency. As the present report
contains the data of the year 2016-17 of an ecommerce company the result
indicates that company is taking longer time to update or clear the complaint.
Therefore Ecommerce Company should decrease the average time taken to
update or clear the complaint by increasing the staff and technology .As there
are more number of complaints from FC_VOI process the company should
select the better method to deliver the product.
Bibliography:-
https://www.tutorialspoint.com/customer_service/customer_service_introductio
n.htm
http://sellerapis.snapdeal.com/docs/description-2
http://italiaindia.com/images/uploads/pdf/april-2016-e-commerce-in-india.pdf