INDEX

SR.NO PARTICULARS PG.NO

1.
INTRODUCTION TO MARKETING

2. INTRODUCTION TO COMPANY
 COMPANY PROFILE
 HISTORICAL BACKGROUND

3.
OBJECTIVE OF THE STUDY

4. LITERATURE REVIEW

5. RESEARCH METHODOLOGY
 SOURCES OF DATA
 SAMPLE SIZE
 HYPOTHESIS

6. DATA ANALYSIS AND INTEPRETATION

7. CONCLUSION AND SUGGESTIONS

8. BIBLIOGRAPHY

9. ANNEXURE

 QUESTIONNAIRE
 CHAPTER 1
INTRODUCTION TO MARKETING
CHAPTER 1
INTRODUCTION TO MARKETING
Marketing is a multifaceted discipline that revolves around identifying, satisfying,
and retaining customers. At its core, marketing is about understanding consumer
needs and wants, and then developing strategies to meet those needs profitably. It
encompasses a wide range of activities, from market research and analysis to
product development, pricing, distribution, promotion, and customer relationship
management. One fundamental aspect of marketing is market research, which
involves gathering and analyzing data about consumers, competitors, and the overall
market environment. This information helps businesses identify opportunities and
threats, understand consumer preferences and behaviors, and make informed
decisions about their marketing strategies.
Product development is another key component of marketing, involving the creation
and enhancement of products or services to meet the needs and desires of target
customers. This process may include identifying new product opportunities,
conducting research and development, and refining existing offerings based on
customer feedback and market trends. Pricing strategies are crucial in marketing, as
they determine the value proposition of a product or service and its competitiveness
in the market. Pricing decisions must take into account factors such as production
costs, competitor pricing, and perceived value by customers. Distribution channels
are the pathways through which products or services reach customers. Effective
distribution strategies involve selecting the most appropriate channels to reach target
markets efficiently and cost-effectively promotion encompasses all the activities
used to communicate the benefits of a product or service to target customers and
persuade them to make a purchase.
This includes advertising, public relations, sales promotions, direct marketing, and
digital marketing tactics. Lastly, customer relationship management (CRM) is
essential for building and maintaining long-term relationships with customers. This
involves understanding customer needs and preferences, providing excellent
customer service, and implementing strategies to retain customers and encourage
repeat purchases. In summary, marketing is a dynamic and multifaceted field that
involves understanding customer needs, developing products and services to meet
those needs, pricing and distributing them effectively, promoting them to target
audiences, and building lasting relationships with customers.
Marketing serves as the cornerstone of any successful business endeavor, bridging
the gap between products or services and the needs and desires of consumers. At its
core, marketing is about understanding customers, identifying their needs, and
delivering value to satisfy those needs profitably. It encompasses a diverse array of
activities, from market research and product development to pricing strategies,
promotion, and distribution channels. By effectively communicating the benefits of a
product or service to the target audience and building strong customer relationships,
marketing not only drives sales but also cultivates brand loyalty and long-term
profitability. In today's dynamic and competitive landscape, mastering the principles
of marketing is essential for businesses seeking to thrive and grow in the
marketplace.

DEFINITION
Marketing is the strategic process of promoting, distributing, pricing, and selling
products or services to satisfy the needs and wants of customers while achieving the
goals of the organization. It involves understanding consumer behavior, identifying
target markets, creating value propositions, and engaging in various activities to
communicate and deliver value to customers effectively.

1.The official American Marketing Association definition published in July 2013

defines marketing As the “ the activity, set of institution ,and processes for creating
communicating ,delivering, and exchanging offering that have value for
customers ,clients ,partners, and society at large”.

2 “Marketing is total system of interacting business activities designed to plan ,price,

Promote and Distribution want satisfying products and services to the present and
potential customers “.
-WILLIAM J .STANTON

3. “ Marketing is a business process by which products are matched with the market
and through which the transfers of ownership are affected “.
-CUNDIFF AND STIL

4 “Marketing is the science and art of exploring ,creating, and delivering value to
satisfy the needs of a target market at a profit . Marketing identifies unfulfilled needs
and desires , measures and qualifies the size of the identified market and the profit
potential.
-DR.PHILIP KOTLER
 NATURE OF MARKETING

The nature of marketing is multifaceted and dynamic, reflecting the evolving

relationship between businesses and consumers in the marketplace. It encompasses
several key aspects:

1. Customer Orientation: Marketing is fundamentally about understanding and

meeting the needs and preferences of customers. It involves researching consumer
behavior, identifying target markets, and tailoring products or services to address
specific customer demands.
2. Value Creation: Marketing aims to create value for both customers and
businesses. By offering products or services that fulfill customer needs and desires,
while also generating revenue and profits for the company, marketing facilitates
mutually beneficial exchanges.
3. Exchange Process: At its core, marketing involves the exchange of goods,
services, or ideas between buyers and sellers. This exchange process occurs through
various channels and involves elements such as pricing, promotion, and distribution.
4.Relationship Building: Building and maintaining strong relationships with
customers is a central aspect of marketing. By fostering trust, loyalty, and
satisfaction, businesses can cultivate long-term relationships with customers, leading
to repeat purchases and positive word-of-mouth.
5. Dynamic Environment: The marketing landscape is constantly evolving due to
changes in technology, consumer behavior, and competitive forces. Successful
marketers must adapt to these shifts, embracing innovation and staying agile to
remain competitive in the marketplace.
6. Ethical Considerations: Ethical conduct is essential in marketing, as businesses
are responsible for ensuring honesty, transparency, and fairness in their interactions
with customers and stakeholders. Ethical marketing practices contribute to trust and
credibility, ultimately enhancing brand reputation and customer loyalty.
Overall, the nature of marketing is characterized by its customer-centric approach,
focus on value creation, exchange processes, relationship building, adaptability to
change, and adherence to ethical standards.
The 7 P's of marketing is a comprehensive framework that extends the traditional 4
P's (Product, Price, Place, Promotion) to include three additional elements: People,
Process, and Physical evidence.
1 product: This refers to the goods or services offered by a company to meet the
needs and wants of its customers. It includes features, quality, design, branding, and
packaging.
2 Price: This involves setting the right price for the product or service, taking into
account factors such as production costs, competitor pricing, and customer
perceptions of value.
3 Place: Also known as distribution, this P focuses on making the product or service
available to customers through various channels, such as retail stores, online
platforms, or direct sales.
3 Promotion: Promotion encompasses all the activities used to communicate the
benefits of the product or service to the target audience and persuade them to make a
purchase. This includes advertising, sales promotions, public relations, and digital
marketing tactics.
4 People: This refers to the employees who represent the company and interact with
customers. It includes hiring, training, and motivating employees to deliver excellent
customer service and create positive experiences.
5 Process: Process refers to the systems and procedures used to deliver the product
or service to customers. It includes everything from order processing and delivery to
customer service and complaint handling.
6 Physical evidence: Physical evidence refers to the tangible elements that customers
encounter when interacting with a company, such as the physical environment,
signage, packaging, and branding materials. It contributes to the overall perception
of the brand and influences customer satisfaction By considering all seven elements
of the marketing mix, companies can develop more comprehensive and effective
marketing strategies to meet the needs of their target customers and achieve their
business objectives.
 ONLINE PLATEFORMS
Online grocery shopping is a way of buying food and other household necessities
using a web-based shopping service. There are two basic methods that people can
use to purchase these items online. One is to order them from a local grocery store
that participates in online shopping. A customer can then arrange for a home delivery
directly from the store, or he can pick up his order at the store once an employee has
assembled it. Another common practice is to order groceries from a large company,
such as Amazon or Net grocer, that will ship the items to one’s home. Online
markets have been a thing that has come to stay with the society of today since most
financial transactions can be attained online. Internet access has vastly grown across
the world today and has given rise to interconnectivity even to the remotest areas in
the world. This generally means it is possible to be at any location and reach any
other location in the world without stepping a foot out of your premises. This takes
multi-tasking to another level since you can be in a meeting and visit a market
located several kilometers away at the same time. This has made businesses to grow
without spending as much as they would have if they had to build another branch of
their business in another location. Groceries are different from many other products,
such as music and books, that are commonly purchased online. Many grocery
products are perishable and therefore time-sensitive in terms of their delivery needs.
Online platforms have revolutionized the way we interact, conduct business, access
information, and connect with others in the digital age. These platforms leverage the
power of the internet to create virtual spaces where users can engage in various
activities, from socializing and shopping to learning and collaborating. The advent of
online platforms has brought about significant changes in how individuals,
businesses, and even governments operate and communicate. Here are some key
aspects of the introduction of online platforms. At its core, a online platform can be
understood as a virtual realm that serves as a conduit for interactions and
transactions among users. Online grocery shopping has transformed the way people
procure essential items, offering unparalleled convenience and efficiency. With just a
few clicks or taps, shoppers can browse a vast selection of products from the
comfort of their homes or while on-the-go. This eliminates the need for time-
consuming trips to physical stores and the hassle of navigating crowded aisles.
Online grocery platforms provide a wide range of options, including fresh produce,
pantry staples, household essentials, and personal care items. Additionally, flexible
delivery options, such as same-day or next-day delivery time slots, accommodate
varying schedules, ensuring that customers receive their orders at their convenience.
By allowing for easy comparison of prices, access to discounts, and personalized
recommendations, online grocery shopping provides a cost-effective and tailored
experience. Overall, it offers a seamless and convenient solution for individuals and
families looking to streamline their shopping process and save time.
These platforms take the form of websites or applications, each designed with a
specific function in mind. They encompass an impressive diversity, spanning from
the familiar terrain of social networking sites to the dynamic landscape of e-
commerce marketplaces, content-sharing hubs, collaborative tools, and specialized
service platforms, each catering to unique user needs. One of the most remarkable
consequences of the rise of digital platforms is the obliteration of geographical
boundaries.

OFFLINE PLATEFORMS
Offline shops have offers going on only a limited number of months a year, while
with online shopping, there are offers going on around the year like clearance sales,
discounts, coupon codes, etc that you can avail. Online shopping offers a wide
variety of options that offline stores cannot compete with. Also in offline grocery
shopping we can touch and feel the products while in online we can’t. The main
purpose of the study is to understand the comparative study on Online and Offline
shopping of grocery . Proper marketing strategies are and need which directly leads
to the customer preference toward most important in order to achieve best result ,
marketing strategies implemented by the online and offline shopping are satisfactory.
The study will explore the preference of customers towards online and offline
grocery shopping. Offline platforms , also referred to as traditional or physical
platforms, constitute the foundational modes of interaction, business operations,
communication, and engagement that predate the digital era. Operated within
physical spaces and not reliant on internet connectivity, these platforms maintain a
crucial role in shaping societal dynamics and facilitating direct human interactions.
Offline shops have offers going on only a limited number of months a year, while
with online shopping, there are offers going on around the year like clearance sales,
discounts, coupon codes, etc that you can avail. Online shopping offers a wide
variety of options that offline stores cannot compete with. Also in offline grocery
shopping we can touch and feel the products while in online we can’t. The main
purpose of the study is to understand the comparative study on Online and Offline
shopping of grocery. Offline grocery shopping, a fundamental aspect of daily life for
many, involves physically visiting a grocery store to procure essential food items,
beverages, and household necessities. It begins with meticulous planning, where
individuals compile a list of required items, considering factors like perishability and
household needs. Upon selecting a suitable store based on location, variety, and
affordability, shoppers embark on their journey, either by driving, walking, or
utilizing public transportation. Inside the store, they navigate through aisles,
carefully selecting items from shelves and refrigerated sections, ensuring freshness
and comparing prices when necessary.
Offline grocery shopping remains a cornerstone of daily routines, bridging the
tangible gap between household needs and sustenance. Stepping into a physical
store, shoppers embark on a journey of planning, navigation, and selection, guided
by lists meticulously crafted to meet their culinary and household requirements.
From bustling supermarkets to quaint local markets, the aisles beckon with an array
of fresh produce, pantry staples, and specialized goods, inviting comparison and
consideration.
CUSTOMER BUYING BEHAVIOUR
ONLINE PLATEFORMS

Customer buying behavior in online grocery shopping can vary based on several
factors. Some key aspects to consider include:
1. Convenience: Many customers opt for online grocery shopping due to its
convenience. They appreciate the ability to browse and purchase items from the
comfort of their homes, saving time and effort compared to traditional brick-and-
mortar stores.
2. Product variety and availability: Customers look for a wide selection of products
and brands when shopping online. They value platforms that offer a diverse range of
groceries and ensure that their preferred items are consistently available.
3. Pricing and discounts: Competitive pricing and frequent discounts or promotions
influence buying decisions. Customers often compare prices across different online
platforms to find the best deals and savings.
4. User experience: A seamless and user-friendly website or app interface enhances
the shopping experience. Customers prefer platforms that are easy to navigate, with
intuitive search functions, personalized recommendations, and convenient payment
options.
5. Delivery options and reliability: Timely and reliable delivery services are crucial
for customer satisfaction. Customers appreciate flexible delivery options, including
same-day or next-day delivery, as well as efficient order tracking to monitor their
shipments.
6. Quality and freshness: Ensuring the quality and freshness of products is essential
for building trust and loyalty among customers. Online grocery retailers must
maintain high standards in sourcing, handling, and delivering perishable items to
meet customer expectations.

OFFLINE PLATEFORMS

Offline grocery shopping, also known as brick-and-mortar shopping, is influenced

by various factors, including:
1Location: Proximity to the store heavily influences customers' decisions, as
convenience plays a significant role in where people choose to shop.

2. In-store layout: The layout of the store, including aisle organization and product
placement, can impact what items customers notice and ultimately purchase.

3. Price: While price is always a consideration, customers may be willing to pay

more for certain items if they perceive the quality to be higher or if they value the
convenience of immediate availability.

4. Promotions and discounts: Sales, promotions, and discounts can attract customers
and influence their purchasing decisions.

5 Product availability: The availability of desired items in-store influences purchase

decisions. If a product is out of stock, customers may opt for alternatives or visit a
different store.
6. Customer service: Positive interactions with staff can enhance the overall
shopping experience and encourage customer loyalty.

CUSTOMER PREFERENCE TOWARDS

ONLINE PLATEFORMS
Customer preferences in online grocery shopping are influenced by several factors,
including:

1 Product variety: Online grocery platforms often offer a wide range of products,
including specialty items that may not be available in local brick-and-mortar stores.
Customers appreciate the ability to find everything they need in one place.

2 Price comparison: Online platforms make it easy for customers to compare prices
across different brands and products, helping them find the best deals and save
money.

3. Time-saving: Online grocery shopping eliminates the need to travel to a physical

store, search for items, and wait in line at the checkout. This time-saving aspect is
particularly appealing to busy individuals and families.

4. Personalization: Many online grocery platforms use algorithms to personalize the

shopping experience for each customer, recommending products based on past
purchases and preferences.

5. Flexible delivery options: Customers appreciate having flexibility in delivery

options, including same-day delivery, next-day delivery, and scheduled delivery
windows.

6. Ease of reordering: Online platforms often make it easy for customers to reorder
their favorite items with just a few clicks, saving them time and effort.

7.Reviews and ratings: Customers rely on reviews and ratings from other shoppers
to make informed purchasing decisions when shopping online.
OFFLINE PLATEFORMS
Customer preferences in offline grocery shopping are influenced by several factors:
1.Product quality: Customers often prioritize the quality of the products they
purchase, including freshness, taste, and appearance.

2. Price: Price is a significant factor for many shoppers, with customers looking for
affordable options and value for money.

3. In-store experience: The overall shopping experience, including factors such as

store layout, cleanliness, and customer service, can impact customer satisfaction and
loyalty.

4. Product selection: Customers appreciate a wide selection of products to choose

from, including both brand-name items and private-label/store-brand options.

5.Proximity to home or work: The location of the store relative to customers' homes
or workplaces influences their choice of where to shop, as convenience is often a
key consideration.

6.Familiarity: Some customers prefer to shop at familiar stores where they know the
layout and can easily find what they need.

7 Word of mouth: Recommendations from friends, family, or trusted sources can

influence where customers choose to shop and what products they purchase.
 CHAPTER 2
INTRODUCTION OF COMPANY
CHAPTER 2
COMPANY PROFILE
ONLINE PLATEFORMS
1 AMAZON PANTRY
Amazon Pantry, an extension of the renowned e-commerce giant Amazon, is a
platform dedicated to providing customers with a seamless and convenient shopping
experience for everyday household essentials and groceries. Launched in 2014,
Amazon Pantry offers a diverse selection of products, ranging from food items and
beverages to cleaning supplies and personal care products. With a mission to
prioritize customer satisfaction and convenience, Amazon Pantry leverages
Amazon's extensive network and efficient logistics to ensure timely delivery and
competitive pricing. Through its user-friendly interface, customers can easily
browse, select, and purchase items, with the option for doorstep delivery.
Additionally, Amazon Pantry offers subscription services through the Amazon
Subscribe & Save program, allowing customers to conveniently schedule regular
deliveries of select items. As part of Amazon's commitment to sustainability, efforts
are made to minimize environmental impact through initiatives such as eco-friendly
packaging. With its continued focus on innovation and customer-centricity, Amazon
Pantry remains a leading player in the online grocery industry, catering to the
evolving needs and preferences of consumers worldwide.

2 BIG BASKET
Amazon Pantry, an extension of the renowned e-commerce giant Amazon, is a
platform dedicated to providing customers with a seamless and convenient shopping
experience for everyday household essentials and groceries. Launched in 2014,
Amazon Pantry offers a diverse selection of products, ranging from food items and
beverages to cleaning supplies and personal care products. With a mission to
prioritize customer satisfaction and convenience, Amazon Pantry leverages
Amazon's extensive network and efficient logistics to ensure timely delivery and
competitive pricing. Through its user-friendly interface, customers can easily
browse, select, and purchase items, with the option for doorstep delivery.
Additionally, Amazon Pantry offers subscription services through the Amazon
Subscribe & Save program, allowing customers to conveniently schedule regular
deliveries of select items. As part of Amazon's commitment to sustainability, efforts
are made to minimize environmental impact through initiatives such as eco-friendly
packaging. With its continued focus on innovation and customer-centricity, Amazon
Pantry remains a leading player in the online grocery industry, catering to the
evolving needs and preferences of consumers worldwide.

OFFLINE PLATEFORMS
 D-MART
D-Mart, operated by Avenue Super-marts Limited, is one of India's leading retail
chains renowned for its focus on value retailing. Established in 2002 by Mr. Radha-
kishan Damani, D-Mart has rapidly expanded its footprint across the country,
offering customers a wide range of products at affordable prices. With a commitment
to providing quality merchandise at competitive rates, D-Mart has become a
household name synonymous with convenience and cost-effectiveness. The stores
feature a diverse assortment of products, including groceries, home essentials,
personal care items, apparel, and electronics, catering to the diverse needs of Indian
consumers. D-Mart's efficient operations, streamlined supply chain, and emphasis on
cost control enable it to offer attractive discounts and promotions, further enhancing
its value proposition. The company's customer-centric approach, coupled with its
focus on operational excellence and prudent financial management, has propelled its
growth and solidified its position as a market leader in the retail industry. As D-Mart
continues to expand its presence and innovate its offerings, it remains committed to
its core values of affordability, quality, and customer satisfaction, striving to enrich
the shopping experience for millions of Indians across the country.

2 RELIENCE SMART BAZAAR

Reliance Smart Bazaar, a retail chain operated by Reliance Retail, a subsidiary of
Reliance Industries Limited, is a prominent player in the Indian retail sector. Since
its inception, Reliance Smart Bazaar has been committed to offering customers a
wide range of products at competitive prices, coupled with a seamless shopping
experience. With a focus on convenience and value, Reliance Smart Bazaar stores
feature a diverse selection of groceries, household essentials, electronics, apparel,
and more, catering to the evolving needs of consumers. The company's strategic
presence across various cities and towns ensures accessibility for customers
nationwide, further bolstered by its online platform, allowing for convenient
shopping from the comfort of home. Reliance Smart Bazaar's commitment to
quality, affordability, and innovation has earned it a strong reputation and a loyal
customer base. Through continuous expansion, investment in technology, and a
customer-centric approach, Reliance Smart Bazaar remains at the forefront of India's
retail landscape, poised for further growth and success in the years to come.
COMPANY PROFILE
PRODUCT PROFILE
ONLINE PLATEFORMS

.
OFFLINE PLATFORMS
 HISTORICAL BACKGROUND
ONLINE PLATFORMS
1 AMAZON PANTRY
Amazon Pantry, an online grocery delivery service, emerged in 2014 as an extension
of Amazon's pioneering efforts in e-commerce. Stemming from the company's
relentless pursuit of convenience and customer satisfaction, Amazon Pantry
addressed a burgeoning demand for hassle-free access to everyday essentials. Amidst
a shifting retail landscape, characterized by the rise of online shopping and changing
consumer preferences, Amazon Pantry leveraged Amazon's vast infrastructure and
logistics capabilities to streamline the procurement of groceries and household
items. By offering a diverse array of products, from non-perishable groceries to
cleaning supplies, Amazon Pantry aimed to cater to the evolving needs of busy
consumers seeking efficient solutions to their shopping needs. As part of Amazon's
ecosystem, Prime members were granted exclusive access to Pantry benefits, further
enhancing the service's appeal. Through continuous innovation and adaptation to
market trends, Amazon Pantry solidified its position as a key player in the online
grocery market, exemplifying Amazon's commitment to revolutionizing the retail
experience.

2 BIG BASKET
Big Basket, India's largest online grocery platform, was founded in 2011 by a group
of visionary entrepreneurs led by Hari Menon, Vipul Parekh, Abhinay Choudhari,
VS Sudhakar, and V.S. Ramesh. The inception of Big Basket marked a significant
milestone in India's e-commerce landscape, as it aimed to revolutionize the way
consumers purchased groceries by offering a convenient and reliable online
platform. The founders recognized the untapped potential of the online grocery
market in India, driven by factors such as urbanization, changing consumer
lifestyles, and increasing internet penetration. With a focus on providing a wide
assortment of products, including fresh produce, packaged goods, personal care
items, and household essentials, Big Basket sought to address the diverse needs of
Indian consumers while ensuring quality, affordability, and timely delivery. Over the
years, Big Basket expanded its presence across India, leveraging technology and
innovation to optimize its supply chain, enhance the user experience, and scale its
operations. Strategic partnerships with local farmers, manufacturers, and suppliers
further strengthened its position in the market, enabling Big Basket to offer
competitive prices and a seamless shopping experience. As India's e-commerce
ecosystem continued to evolve, Big Basket remained at the forefront of innovation,
introducing features such as express delivery, subscription services, and personalized
recommendations to cater to the evolving preferences of its customers. Today, Big
Basket stands as a pioneering force in the online grocery segment, embodying the
spirit of entrepreneurship, innovation, and customer-centricity, and playing a pivotal
role in shaping the future of retail in India.
 OFFLINE PLATFORMS
1 D-MART
D-mart, a prominent retail chain in India, traces its roots back to 2002 when it was
founded by Mr. Radhakishan Damani. The inception of D-mart was a response to the
growing demand for affordable and value-driven retail options in the Indian market.
Leveraging Mr. Damani's expertise in the retail industry, D-mart aimed to
revolutionize the way consumers shopped for everyday essentials by offering a wide
range of products at competitive prices. With a focus on efficiency and cost-
effectiveness, D-mart adopted a no-frills approach to retailing, eschewing
extravagant displays and focusing instead on maximizing value for customers. This
approach resonated with Indian consumers, particularly in the middle and lower-
income segments, who sought quality products at accessible prices. Over the years,
D-mart expanded its footprint across India, establishing a network of hypermarkets
and supermarkets in various cities and towns. Its commitment to operational
excellence, coupled with a customer-centric philosophy, propelled D-mart to become
one of the leading retail chains in the country. Through strategic initiatives such as
efficient supply chain management, private label offerings, and a focus on high-
margin categories, D-mart continued to strengthen its position in the market, catering
to the diverse needs of Indian consumers. Today, D-mart stands as a testament to the
vision and entrepreneurial spirit of its founder, Mr. Radhakishan Damani, and
remains a household name synonymous with value, quality, and affordability in the
Indian retail landscape.

2 RELIANCE SMART BAZAAR

Reliance Smart Bazaar, a subsidiary of Reliance Retail, emerged as a significant
player in India's retail landscape with its inception rooted in the early 2000s.
Established under the visionary leadership of Mukesh Ambani, Reliance Smart
Bazaar aimed to revolutionize the country's retail sector by offering a modern
shopping experience, characterized by convenience, quality, and affordability.
Leveraging its extensive network and robust supply chain infrastructure, Reliance
Smart Bazaar rapidly expanded its presence across various cities, towns, and
neighborhoods, catering to the diverse needs of Indian consumers. Over the years,
the brand evolved, embracing technological advancements and market trends to
enhance its offerings and customer engagement strategies. With a focus on customer
satisfaction and innovation, Reliance Smart Bazaar continues to thrive, remaining a
trusted destination for groceries, household essentials, electronics, fashion, and
more, contributing significantly to India's retail ecosystem.
 ORGANISATION OF ONLINE PLATEFORMS
1 AMAZON PANTRY
Amazon Pantry is structured to simplify the shopping experience for groceries and
household essentials. It categorizes products into sections like "Food & Beverages,"
"Household Supplies," "Personal Care," "Baby Care," and "Pet Supplies," among
others. Within each category, there are further subcategories, allowing customers to
easily navigate to specific items they're looking for. The search bar enables users to
find products quickly by typing in keywords or brand names. Additionally, filters
such as brand, price range, and customer ratings help customers refine their search
results. Amazon Pantry also features recommended products based on customers'
browsing and purchase history, as well as promotions and deals to highlight cost-
saving opportunities. Furthermore, the option for subscription purchases allows
customers to set up automatic deliveries for frequently purchased items, ensuring
convenience and continuity in stocking essential supplies. Overall, Amazon Pantry's
organization aims to streamline the shopping process and enhance the overall
customer experience.

2 BIG BASKET
Big Basket, a popular online grocery platform, is organized to provide a seamless
shopping experience for customers seeking a wide range of grocery items and
household essentials. The platform categorizes products into various sections such as
"Fresh Fruits & Vegetables," "Grocery & Staples," "Dairy & Eggs," "Personal Care,"
"Home & Kitchen," and more. Within each category, there are subcategories to
further refine product selection, making it easy for customers to find what they need.
The search functionality allows users to quickly locate specific items or brands,
while filters such as price range, brand, and dietary preferences help narrow down
options. Big Basket also offers curated collections and recommendations based on
customer preferences and past purchases, aiding in discovery and inspiration.
Additionally, the platform regularly features special deals, discounts, and promotions
to provide cost-saving opportunities for shoppers. Overall, Big Basket's organization
is designed to enhance convenience, efficiency, and satisfaction for online grocery
shopping, catering to the diverse needs and preferences of its customers.
 ORGANIZATION OF OFFLINE PLATEFORMS
1 D-MART
D-Mart, founded by Radhakishan Damani, operates as a chain of hypermarkets and
supermarkets in India, known for its focus on offering value-for-money products.
The organization structure of D-Mart is designed to ensure efficiency and
effectiveness in its operations. At the top, there is a hierarchical leadership structure
with a board of directors overseeing strategic decisions and overall direction. Below
them, various departments such as operations, marketing, finance, and human
resources function under the supervision of senior management teams. Each store is
typically managed by a store manager who oversees day-to-day operations,
including inventory management, sales, and customer service. Supporting the store
managers are teams of supervisors, floor staff, and administrative personnel. D-Mart
emphasizes a decentralized approach, empowering store managers with significant
autonomy in decision-making tailored to local market needs while adhering to the
company's standardized processes and policies. This organizational setup enables D-
Mart to maintain its reputation for providing quality products at competitive prices
while delivering a seamless shopping experience to customers across its network of
stores.

2 RELIENCE SMART BAZAAR

As of my last update, there isn't a widely known retailer named "Smart Bazaar." If
it's a new establishment or a local store, I wouldn't have specific information about
its organization. However, I can provide some general guidance on how a grocery
store like Smart Bazaar might typically organize its layout:
Smart Bazaar would likely categorize its products into sections such as fresh
produce, dairy, bakery, canned goods, frozen foods, household items, personal care,
and possibly more specialized sections depending on their offerings. Within each
section, products would be organized logically, with similar items grouped together.
For example, within the fresh produce section, fruits and vegetables might be
arranged by type or category.
Clear signage and aisle markers would help customers navigate the store and locate
specific products or sections easily.
There may also be promotional displays or end caps featuring discounted or seasonal
items to attract customer attention and encourage impulse purchases.
Overall, Smart Bazaar's organization would aim to provide a convenient and
efficient shopping experience for customers, with a focus on accessibility, variety,
and value.
 PRODUCTS LINE
1.AMAZON TRY

1. Groceries: Including staples like rice, flour, pulses, canned goods, and snacks.
2. Beverages: Such as coffee, tea, soft drinks, juices, and bottled water.
3. Personal Care: Items like shampoo, conditioner, body wash, soap, skincare
products, and oral care products.
4. Pet Supplies: Including pet food, treats, grooming products, and accessories.
5. Baby Care: Including diapers, wipes, baby food, formula, and baby care
products.

2. BIG BASKET

1. Fresh Fruits and Vegetables: Including a wide variety of seasonal produce.

2. Dairy Products: Including milk, cheese, yogurt, butter, and eggs.
3. Beverages: Coffee, tea, soft drinks, juices, and energy drinks.
4. Personal Care: Shampoo, conditioner, body wash, soap, skincare products, and
oral care products.
5. Home Essentials: Cleaning supplies, laundry detergent, dish soap, and paper
products.

3 D -MART

1. Groceries: Including staples like rice, flour, pulses, spices, and packaged foods.
2. Fresh Fruits and Vegetables: A variety of seasonal produce.
3. Frozen Foods: Frozen fruits and vegetables, ready-to-cook meals, and ice cream.
4. Household Items: Kitchenware, utensils, storage containers, and home
accessories.
5. Apparel: Clothing items for men, women, and children, including casual wear
and basics.

2 RELIENCE SMART BAZAAR

1. Fresh Fruits and Vegetables: A variety of seasonal produce.

2. Dairy Products: Milk, cheese, yogurt, butter, and eggs.
3. Frozen Foods: Frozen fruits and vegetables, ready-to-cook meals, and ice cream.
4. Household Items: Kitchenware, utensils, storage containers, and home
accessories.
5. Electronics: Small appliances, electronic accessories, and gadgets.

CHAPTER 3
OBJECTIVE AND SCOPE OF STUDY
CHAPTER 3

OBJECTIVES OF THE STUDY

1] To understand the difference in the consumer behaviour for online v/s offline
shopping.

2] To analyze what consumers are preferring now-a-days. [online shopping or offline

shopping].

3] To determine the factors affecting online buying.

4] To study the impact of traditional retailer over the online retailer.

5] To study attitude of consumers towards online shopping.

SCOPE OF THE STUDY

1. To determine which factor influences the consumer to go for online shopping.

2. To analyze which factor influence the user to buy product.

3. sample size taken is very small as compared to the populations size using the
product.

4. The importance of marketing applied by company to the market share.

5. The effect of the company that effect on sales and consumers behaviour.

CHAPTER 4
LITERATURE REVIEW
CHAPTER 4

LITERATURE REVIEW
1.AMAZON PANTRY
A literature review of Amazon Pantry highlights its emergence as a disruptive force
in the grocery retail sector. Scholars and industry experts have extensively studied its
impact on consumer behavior, market dynamics, and supply chain management.
Research indicates that Amazon Pantry's online platform has reshaped traditional
grocery shopping habits by offering convenience, product variety, and competitive
pricing. Studies emphasize its role in addressing consumer needs for time-saving
solutions and access to a wide range of products, including perishable and non-
perishable items. Additionally, scholars have examined the challenges and
opportunities associated with Amazon Pantry, such as logistical complexities,
competition with brick-and-mortar stores, and the evolution of omnichannel retail
strategies. Despite these challenges, literature suggests that Amazon Pantry
continues to innovate and expand its market presence, leveraging technology, data
analytics, and strategic partnerships to enhance customer experience and drive
growth in the ever-evolving grocery retail landscape.

2. BIG BASKET
Scholarly literature on Big Basket, one of India's leading online grocery platforms,
offers comprehensive insights into its emergence, growth trajectory, and impact on
the retail sector. Researchers have examined various facets of Big Basket's
operations, including its business model, customer acquisition strategies, and supply
chain management practices. Studies highlight Big Basket's role in revolutionizing
the grocery retail landscape by leveraging technology to offer convenience,
extensive product assortments, and competitive pricing. Scholars have also explored
the challenges and opportunities associated with Big Basket's expansion, such as
logistical complexities, competition with traditional retailers, and evolving consumer
preferences. Additionally, research has focused on Big Basket's efforts to address
sustainability concerns, enhance customer experience through personalized
recommendations and efficient delivery services, and navigate regulatory
frameworks in the rapidly evolving e-commerce ecosystem. Moreover, analyses
have underscored the implications of Big Basket's market dominance on competition
dynamics, pricing strategies, and the overall transformation of India's retail industry.
Overall, the literature underscores Big Basket's pivotal role in shaping the online
grocery market and its continued significance as a key player in India's retail
landscape.

3. D-MART
Scholarly literature on D-Mart, a prominent retail chain in India, provides valuable
insights into its business model, operational strategies, and impact on the retail
sector. Researchers have extensively examined various facets of D-Mart's
operations, including its focus on value retailing, efficient supply chain management,
and customer-centric approach. Studies highlight D-Mart's unique positioning in the
market, offering customers a wide range of quality products at competitive prices in
a no-frills environment. Scholars have also explored D-Mart's expansion strategies,
emphasizing its disciplined approach to store expansion, location selection, and cost
management, which have contributed to its sustained growth and profitability.
Additionally, research has focused on D-Mart's emphasis on inventory management,
vendor relationships, and store layout optimization to enhance operational efficiency
and customer satisfaction. Furthermore, analyses have underscored the implications
of D-Mart's success on competition dynamics, pricing strategies, and the overall
retail landscape in India. Overall, the literature underscores D-Mart's significant
influence on the retail industry and its continued relevance as a key player in the
Indian market.

4. RELIENCE SMART BAZAAR

Scholarly literature on Reliance Smart Bazaar sheds light on its emergence as a
major player in India's retail sector. Researchers have extensively examined various
aspects of Reliance Smart Bazaar's operations, including its market positioning,
expansion strategies, and impact on consumer behavior. Studies highlight Reliance
Smart Bazaar's innovative approach to retail, leveraging its extensive network and
supply chain infrastructure to offer a diverse range of products, competitive pricing,
and convenient shopping experiences. Scholars have also explored the role of
technology and data analytics in optimizing operations, enhancing customer
engagement, and driving growth for Reliance Smart Bazaar. Additionally, research
has focused on the brand's efforts to adapt to changing consumer preferences,
incorporate sustainable practices, and navigate regulatory frameworks in India's
dynamic retail landscape. Furthermore, analyses have underscored the implications
of Reliance Smart Bazaar's market presence on competition dynamics, market share
distribution, and the overall evolution of India's retail industry. Overall, the literature
highlights Reliance Smart Bazaar's significant contribution to shaping the retail
landscape in India and its continued relevance as a key player in the market.
 CHAPTER 5
RESEARCH METHODOLOGY
CHAPTER 5

RESEARCH METHOLOGY

INTRODUCTION
RESEACH METHOLOGY
Research methodology is a systematic way to find out the result of a given problem.
It defined as the study of methods by which knowledge is gain and its aim is to give
the work plan of the research. The best selection of research methodology is based
on the suitable research objective, the nature of information and the resources
available. Generally, there are two types of research methods, it is quantitative and
qualitative research method. Quantitative research involves the collecting of data in
the form of numbers and qualitative research involves collecting data in the form of
words and images. Besides that, quantitative data are usually associated with
empirical social scientific approaches to measurement. The principal methodological
techniques here comprise surveys and experiments. Then, for qualitative research
comprises methodologies more often preferred by interpretive and it more often
associated with the used of techniques such as observational research, focus groups
and in depth interview.
Research methodology encompasses the strategies, techniques, and approaches used
to conduct systematic investigation and analysis in various fields of study. It serves
as the framework through which researchers plan, execute, and interpret their
studies. At its core, research methodology involves defining research questions or
objectives, selecting appropriate methods and tools for data collection and analysis,
and ensuring the reliability and validity of findings. It encompasses both qualitative
and quantitative methods, ranging from surveys, interviews, and observations to
experiments, statistical analysis, and literature reviews. A well-designed research
methodology is crucial for producing credible and meaningful results, providing a
solid foundation for advancing knowledge, solving problems, and informing
decision-making in academia, industry, and society at large.

Definition of Research
There is various definition of Research by various researchers/ as per the fields of
their study and the availability of resources at the given time. As a basic definition of
Research, we can say Research is the process of gathering information and data to
discover a new knowledge/concept or advancement of existing theories, which is a
new understanding that was not previously known.

Characteristics of a Good Research

The purpose of the research is clear.
It follows a systematic process.
It is logical and objective.
It is easy to understand.
Research starts with a problem/question.
It creates a path for generating new questions.
It is ethical.
It resolves any current problems/issues.
The data of the research is appropriate.
It is empirical & replicable.
Purpose of Research
There are many purposes of Research but the main three purposes are –

Exploratory: Exploratory research is the first unstructured research for solving new
problems that haven’t been explored/discovered before.
Descriptive: Descriptive research expands knowledge of an existing research
problem in a structured way.
Explanatory: Explanatory research is casual research, It is experiential research. It
is conducted to check the result of specific changes in an existing procedure or
system
What is research methodology?
Research methodology is a way of explaining how a researcher intends to carry out
their research. It's a logical, systematic plan to resolve a research problem. A
methodology details a researcher's approach to the research to ensure reliable, valid
results that address their aims and objectives. It encompasses what data they're going
to collect and where from, as well as how it's being collected and analyzed.

Why is a research methodology important?

A research methodology gives research legitimacy and provides scientifically sound
findings. It also provides a detailed plan that helps to keep researchers on track,
making the process smooth, effective and manageable. A researcher's methodology
allows the reader to understand the approach and methods used to reach conclusions.

Types of research methodology

When designing a research methodology, a researcher has several decisions to make.
One of the most important is which data methodology to use, qualitative,
quantitative or a combination of the two. No matter the type of research, the data
gathered will be as numbers or descriptions, and researchers can choose to focus on
collecting words, numbers or both.
Here are the different methodologies and their applications:
Qualitative
Qualitative research involves collecting and analyzing written or spoken words and
textual data. It may also focus on body language or visual elements and help to
create a detailed description of a researcher's observations. Researchers usually
gather qualitative data through interviews, observation and focus groups using a few
carefully chosen participants.
This research methodology is subjective and more time-consuming than using
quantitative data. Researchers often use a qualitative methodology when the aims
and objectives of the research are exploratory. For example, when they perform
research to understand human perceptions regarding an event, person or product.

Quantitative
Researchers usually use a quantitative methodology when the objective of the
research is to confirm something. It focuses on collecting, testing and measuring
numerical data, usually from a large sample of participants. They then analyze the
data using statistical analysis and comparisons. Popular methods used to gather
quantitative data are:

Surveys
Questionnaires
Test
Databases
Organizational records
This research methodology is objective and is often quicker as researchers use
software programs when analyzing the data. An example of how researchers could
use a quantitative methodology is to measure the relationship between two variables
or test a set of hypotheses.
Mixed-method
This contemporary research methodology combines quantitative and qualitative
approaches to provide additional perspectives, create a richer picture and present
multiple findings. The quantitative methodology provides definitive facts and
figures, while the qualitative provides a human aspect. This methodology can
produce interesting results as it presents exact data while also being exploratory.
 SOURCES OF DATA COLLECTION
Data can be gathered from two places: internal and external sources. The
information collected from internal sources is called “primary data,” while the
information gathered from outside references is called “secondary data.”

METHODS OF DATA COLLECTION

1. Primary Data Collection:

Primary data collection involves the collection of original data directly from the
source or through direct interaction with the respondents. This method allows
researchers to obtain firsthand information specifically tailored to their research
objectives. There are various techniques for primary data collection, including:

Surveys and Questionnaires:

Interviews:

Observations
Experiments:

Focus Groups:

2. Secondary Data Collection:

Secondary data collection involves using existing data collected by someone else for
a purpose different from the original intent. Researchers analyze and interpret this
data to extract relevant information. Secondary data can be obtained from various
sources, including:

Published Sources:

Online Databases:

Government and Institutional Records:

Publicly Available Data

Past Research Studies:

 SAMPLE
A sample refers to a subset of individuals, items, or data points selected from a larger
population. The purpose of sampling is to gather representative information from the
population of interest in a manageable and efficient manner. Samples are often used
in research studies because it is usually impractical or impossible to collect data
from every member of the population. By selecting a sample that accurately reflects
the characteristics of the population, researchers can make inferences and draw
conclusions about the population as a whole. Samples can be selected through
various methods, such as random sampling, stratified sampling, convenience
sampling, or purposive sampling, depending on the research objectives and
constraints. The size and composition of the sample are crucial considerations in
ensuring the validity and generalizability of research findings.

SAMPLE SIZE : The sample size chosen for this study is 120.

SAMPLING

sampling is the process of selecting a subset of data from a larger dataset. There are
two main types of sampling probability and non-probability sampling. The main
difference between the two types of sampling is how the sample is selected from the
population.
Probability sampling is of following types:
1. Simple Random Sampling.
2. Systematic Sampling.
3. Stratified Sampling.
4. Cluster Sampling.
5. Multi-stage Sampling.
6. Area Sampling.
7. Double Sampling.

Probability sampling
It is known as random or chance sampling. In this system every item of population
has every chance to be included. Its best technique representative sample.

In random sampling there in equal probability of item to be included in

Sample. The actual practice for random sampling is done with the use of random
Number table.
Non-probability sampling is of following types:

1. Convenience or haphazard sampling.

2. Volunteer sampling.
3. Judgement sampling.
4. Quota sampling.
5.Snowball or network sampling.

Non-probability sampling is a method of selecting a sample that does not follow the
principles of probability. This means that the sample is not necessarily representative
of the population and the results cannot be generalized with the same degree of
confidence and accuracy as probability sampling.

Non-probability sampling is often used for qualitative research that aims to explore
phenomena, understand meanings, or generate insights. Some examples of non-
probability sampling techniques are convenience sampling, purposive sampling,
quota sampling, and snowball sampling.
 HYPOTHESIS:

The hypothesis taken under consideration for the study is:

1. Price Sensitivity Hypothesis: Price-conscious consumers are likely to be

influenced by competitive prices across both online and offline platforms.

2. Product Quality Hypothesis: High-quality products and trusted brands impact

consumer preference on both online and offline platforms.

3. Promotions Impact Hypothesis: Promotions, discounts, and special offers

affect consumer preference for both online and offline shopping.

4. Product Availability Hypothesis: Consumers' ability to find desired products

readily available impacts their preference on both platforms.
 CHAPTER 6
DATA ANALYSIS AND
INTEPRETATION
CHAPTER 6

DATA ANALYSIS
Data analysis is the process of inspecting, cleansing, transforming, and modeling
data with the goal of discovering useful information, informing conclusions, and
supporting decision-making. Data analysis has multiple facets and approaches,
encompassing diverse techniques under a variety of names, and is used in different
business, science, and social science domains. In today's business world, data
analysis plays a role in making decisions more scientific and helping businesses
operate more effectively.

Data mining is a particular data analysis technique that focuses on statistical

modeling and knowledge discovery for predictive rather than purely descriptive
purposes, while business intelligence covers data analysis that relies heavily on
aggregation, focusing mainly on business information. In statistical applications,
data analysis can be divided into descriptive statistics, exploratory data analysis
(EDA), and confirmatory data analysis (CDA). EDA focuses on discovering new
features in the data while CDA focuses on confirming or falsifying existing
hypotheses. Predictive analytics focuses on the application of statistical models for
predictive forecasting or classification, while text analytics applies statistical,
linguistic, and structural techniques to extract and classify information from textual
sources, a species of unstructured data. All of the above are varieties of data
analysis.

Data integration is a precursor to data analysis, and data analysis is closely linked to
data visualization and data dissemination.

Four Types of Data Analysis

The four types of data analysis are:
Descriptive Analysis
Diagnostic Analysis
Predictive Analysis
Prescriptive Analysis
Below, we will introduce each type and give examples of how they are utilized in
business.
Descriptive Analysis
The first type of data analysis is descriptive analysis. It is at the foundation of all
data insight. It is the simplest and most common use of data in business today.
Descriptive analysis answers the “what happened” by summarizing past data,
usually in the form of dashboards.

The biggest use of descriptive analysis in business is to track Key Performance

Indicators (KPIs). KPIs describe how a business is performing based on chosen
benchmarks.

Business applications of descriptive analysis include:

KPI dashboards
Monthly revenue reports
Sales leads overview
Diagnostic Analysis
After asking the main question of “what happened”, the next step is to dive deeper
and ask why did it happen? This is where diagnostic analysis comes in.
Diagnostic analysis takes the insights found from descriptive analytics and drills
down to find the causes of those outcomes. Organizations make use of this type of
analytics as it creates more connections between data and identifies patterns of
behavior.
A critical aspect of diagnostic analysis is creating detailed information. When new
problems arise, it is possible you have already collected certain data pertaining to the
issue. By already having the data at your disposal, it ends having to repeat work and
makes all problems interconnected.
Business applications of diagnostic analysis include:
A freight company investigating the cause of slow shipments in a certain region
A SaaS company drilling down to determine which marketing activities increased
trials

Predictive Analysis
Predictive analysis attempts to answer the question “what is likely to happen”. This
type of analytics utilizes previous data to make predictions about future outcomes.
This type of analysis is another step up from the descriptive and diagnostic analyses.
Predictive analysis uses the data we have summarized to make logical predictions of
the outcomes of events. This analysis relies on statistical modeling, which requires
added technology and manpower to forecast. It is also important to understand that
forecasting is only an estimate; the accuracy of predictions relies on quality and
detailed data.
While descriptive and diagnostic analysis are common practices in business,
predictive analysis is where many organizations begin show signs of difficulty. Some
companies do not have the manpower to implement predictive analysis in every
place they desire. Others are not yet willing to invest in analysis teams across every
department or not prepared to educate current teams.

Business applications of predictive analysis include:

Risk Assessment
Sales Forecasting
Using customer segmentation to determine which leads have the best chance of
converting
Predictive analytics in customer success teams

Prescriptive Analysis
The final type of data analysis is the most sought after, but few organizations are
truly equipped to perform it. Prescriptive analysis is the frontier of data analysis,
combining the insight from all previous analyses to determine the course of action to
take in a current problem or decision.
Prescriptive analysis utilizes state of the art technology and data practices. It is a
huge organizational commitment and companies must be sure that they are ready
and willing to put forth the effort and resources.
Artificial Intelligence (AI) is a perfect example of prescriptive analytics. AI systems
consume a large amount of data to continuously learn and use this information to
make informed decisions. Well-designed AI systems are capable of communicating
these decisions and even putting those decisions into action. Business processes can
be performed and optimized daily without a human doing anything with artificial
intelligence.
Currently, most of the big data-driven companies (Apple, Facebook, Netflix, etc.)
are utilizing prescriptive analytics and AI to improve decision making. For other
organizations, the jump to predictive and prescriptive analytics can be
insurmountable. As technology continues to improve and more professionals are
educated in data, we will see more companies entering the data-driven realm.
 DATA INTERPRETATION

Q1.Where do you mostly use the Internet?

 At Home
 At Work

This pie chart shows that 70% use internet at home and 30% use internet at work.
Q2. How much do you spend on online shopping in a month?

 I never buy online

 0-3000

 3000-6000

 6000-9000

 9000+
 Above graph shows that 52% respondent spent approx 3000-6000 a month,
20% spent 6000-9000, 13% spent 3000 and 8% are not interested in shopping
and rest 7% spent highest amount is 9000+.
Q3. How much do you spend on Physical store in a month?
 I never buy offline

 0-3000

 3000-6000

 6000-9000

 9000+
Above graph shows that 58% respondent spent approx 6000-9000 a month, 32% spent 3000-
6000, 8% spent 3000 and 0% are not interested in shopping and rest 2% spent highest amount
is 9000+.

Q4. How would you rate your Internet connection?

 Bad

 Good

 Very Good

 Excellent

This pie chart shows that 42% of respondent having very good internet connection, 20%
having excellent connection and 11% having very bad internet connection.
 Q5. How often do you visit e-commerce websites?

 Daily

 Weekly

 Monthly

 Annually

This pie chart shows that 9% of respondent visit daily in e-commerce websites and 46% are
on monthly basis and rest 25% are on yearly basis.
Q6. How does the e-commerce website kind on your screen?

 Fast

 Slow

This pie chart shows that 30% respondent believe that e-commerce website are having load
and rest 70% said it works fast.
Q7. Are you satisfied with the delivery of the goods supplied by e-commerce industry?

 Yes

 No

32% of respondent are not satisfied with the delivery of products and 68% are satisfied with
distribution channel of the company.
Q8. What method of shopping do you prefer?

 E-Retailing (online)

 Retailing (High street)

This bar chart shows that 42% of customer prefer online shopping and rest 58% prefer retail
shopping.
Q9. In the distributor does not take the damages/compensation regularly?

 Yes

 No

This pie chart shows that 23% customer says that distributor do not take damages regularly
and rest 77% are not agree with the regular damages given by the distributor.
Q10. What would be your best payment method if you buy online?

 Phone pay

 Google pay

 Paytm

 Debit/Credit card
Q11. Do you consider yourself a loyal consumer to www.amazon.com?

 Yes

 No
Q12. What do you believe to be of most importance, to a Website user?

 Security

 Trust

 Privacy
 Privacy