A

PROJECT REPORT
ON
TO STUDY THE BEHAVIOUR OF CONSUMERS TOWARDS
E.COMMERCE- At PALENGE DIGITIAL MARKEING
ENTERPRISES
FOR THE SUMMER INTERNSHIP
ACADEMIC YEAR:
2014-2016
SUBMITTED
UNIVERSITY OF MUMBAI
FOR THE PARTIAL FULFILLMENT OF THE DEGREE
MASTERS OF MANAGEMENT STUDIES
BY
UMAIR KHULLI
ALLANA INSTITUTE OF MANAGEMENT STUDIES
M.M.S. 1st YEAR

ROLL NO: 30
YEAR: 2014-16
GUIDED BY:

PROF. NADEEM MERCHANT

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Certificate of Approval

This is to certify that summer internship project entitled TO Study the Behaviour
Consumer Toward E-Commerce submitted by Umair Khulli , a student of ALLANA
INSTITUTE OF MANAGEMENT STUDIES, as a part of the curriculum of Masters of

management studies (MMS) has been approved.

____________________

___________________
Lukman patel

Nadeem Merchant
Project Guide

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Director

Declaration:
We the students of first year MMS (2014-16) namely; the completion of the project assigned to us
for the Summer Internship on the topic STUDY THE BEHAVIOUR OF CONSUMER
TOWARDS Ecommerce as a per the course requirements, at Allana Institute of Management
Studies.
We also declare that the information revealed is true and original.

DATE:

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UMAIR KHULLI

INDEX:

CHAPTER

TITLE

PAGE

INTRODUCTION TO E-Commerce

NO.
07 12

02

ORGANIZATIONAL PROFILE

13 18

03

COMPANY OFFERINGS PRODUCT &

19 - 32

NO.
01

SERVICES
04

PRICING STRATEGY AT PALENGE

33 - 36

05

RESEARCH PROPOSAL

37 40

06

CUSTOMER DETAILS AND FINDINGS

41 - 43

07

RECOMMENDATIONS

44

08

CONCLUSION

45

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Acknowledgement
I hereby take an opportunity to express my sincere thanks and gratitude to Mr. Viral Shah franchise
in Palenge Digital Marketing Solutions India Limited. for assisting me in carrying out my
Internship.
I would like thank to the Principle of Allana Institute of Management Studies, Dr. Lukman Patel for
giving me an opportunity to do this Internship.
I am also thankful to our mentor Prof. Nadeem Merchant for her valuable guidance & time devoted
towards fulfillment of this Internship.
I would like to express my thanks to my colleagues with whose support I would not have been able
to complete this internship. Last but not least, I express my thanks to all the staff members who
have in some or the other way helped me to make this project a success.
I would surely not forget to thank my parents because without their support nothing was possible.

DATE:

UMAIR KHULLI

Executive Summary
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Palenge.com is an e-commerce start-up company positioning itself to become the market leader in
offering online merchants and consumers a uniform and trouble-free way to return merchandise
purchased online. The company offers a business-to-business solution to online merchants of
physical, non-perishable products. The company utilizes a consolidation approach in handling all
product returns that allows online merchants to instantly save bad sales, restore customer
satisfaction and stimulate repeat sales, while offering consumers a convenient, centralized online
location to claim returns. By creating a new service category and utilizing the first-mover
advantage, palenge.com positions itself for rapid growth and gains a strong opportunity to raise
entry barriers for possible competition.
Palenge.com services streamline the entire return process for retailers. They allow retailers to
outsource a large part of their business, allowing the retailer to concentrate on their core
competencies and not get distracted with activities that add little value. Palenge.com will reduce
capital expenditures of a company that uses their services, increase customer service of the retailer,
increase sales opportunities, increase revenues, and improve inventory management. Customers
will benefit by having a convenient, easy way to return their purchases as well as the ability to track
their returns.
Palenge.com journey of business has two ambitious and obtainable keys to success. The first is the
development of a customer service / customer satisfaction software application. This robust
software will be palenge.com engine that ensures a seamless management of all of their business
activities. Their second key is the formation of strategic relationships with online merchants,
shippers, and credit card companies. The relationships with merchants will allow palenge.com to
quickly grow their customer base of retailers served. Alliances with shipping companies will be
formed since the actual cost of shipping is their largest cost driver. Partnerships with credit card
companies will allow palenge.com to offer the respective cards as the preferred credit card thereby
generating an additional source of revenue.
I had an ideal experience working which such an organization, we provided me to sharpen my skills
and expose me to the practicality to the doors of business spheres. My interface with customer
benefit me to marketing the organizations product and offerings. It also enhanced my working skill
sets by smoothing and strengthening functional areas such as creating domain, executing field
survey.
It was a great opportunity to work for a couple of months with his organization. I am grateful to
MR. Viral Shah, to have guided me and trained me in my internship project.
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CHAPTER- 1
INTRODUCTION To E-commerce
How did E-commerce start In India?
There is no denying the fact that e-commerce has re-entered India and is here to stay. Even the
small and medium retailers of the country want to ride the wave and are ready to make a fortune out
of the market place concept. It may be now that online shopping has become popular but the
concept of e-Commerce was introduced long back in the 20th century.

Which was the first Industry to start it?

Circa 2002: IRCTC teaches India to Book ticket online:
India first came into interaction with the online E-Commerce via the IRCTC. The government of
India experimented this online strategy to make it convenient for its public to book the train tickets.
Hence, the government came forward with the IRCTC Online Passenger Reservation System,
which for the first time encountered the online ticket booking from anywhere at any time. This was
a boon to the common man as now they dont have to wait for long in line, no issues for wastage of
time during unavailability of the trains, no burden on the ticket bookers and many more. The
advancements in the technology as the years passed on have been also seen in the IRCTC Online
system as now one can book tickets (tatkal, normal, etc.) on one go, easy payments, can check the
status of the ticket and availability of the train as well. This is a big achievement in the history of
India in the field of online E-Commerce.

IRCTC Website in August 2002

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 Functioning of Ecommerce:
Online shopping in its early stage was a simple medium for shopping with fewer options. The users
can just place an order and pay cash on delivery. But, in last few years this field has been renovated
to a high extent and hence fascinated many customers. Today, the online shopping has become a
trend in India and the reason behind the adoption of this technique lies in the attractive online
websites, user friendly interface, bulky online stores with new fashion, easy payment methods (i.e.
secure pay online via gateways like PayPal or cash-on-delivery), no bound on quantity & quality,
one can choose the items based on size, colour, price, etc.
Despite being a developing country, India has shown a commendable increase in the ecommerce
industry in the last couple of years, thereby hitting the market with a boom. Though the Indian
online market is far behind the US and the UK, it has been growing at a fast page.
Further, the addition of discounts, coupons, offers, referral systems, 30days return guarantee, 1-7
days delivery time, etc. to the online shopping and the E-Market have added new flavours to the
industry.

How it benefits organizations and customers?

Benefits of Ecommerce to organizations:
International marketplace. What used to be a single physical marketplace located in a
geographical area has now become a borderless marketplace including national and international
markets. By becoming e-commerce enabled, businesses now have access to people all around the
world. In effect all e-commerce businesses have become virtual multinational corporations

Operational cost savings. The cost of creating, processing, distributing, storing and retrieving
paper-based information has decreased.

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Mass customization. E-commerce has revolutionized the way consumers buy goods and services.
The pull-type processing allows for products and services to be customized to the customers
requirements. In the past when Ford first started making motor cars, customers could have any
colours so long as it was black. Now customers can congure a car according to their specications
within minutes on-line via the www.ford.com website.

Lower telecommunications cost. The Internet is much cheaper than value added networks (VANs)
which were based on leasing telephone lines for the sole use of the organisation and its authorised
partners. It is also cheaper to send a fax or e-mail via the Internet than direct dialling.

No more 24-hour-time constraints. Businesses can be contacted by or contact customers or

suppliers at any time.

Benets of e-commerce to consumers:

24/7 access. Enables customers to shop or conduct other transactions 24 hours a day, all year round
from almost any location. For example, checking balances, making payments, obtaining travel and
other information. In one case a pop star set up web cameras in every room in his house, so that he
could check the status of his home by logging onto the Internet when he was away from home on
tour

More choices. Customers not only have a whole range of products that they can choose from and
customize, but also an international selection of supplier

Price comparisons. Customers can shop around the world and conduct comparisons either
directly by visiting different sites, or by visiting a single site where prices are aggregated from a
number of providers and compared

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 Merits and De-Merits of using Ecommerce:

MERITS:
1. Cost Effective
The entire financial transactions will eventually become electronic, so sooner conversion is going to
be lower on cost. It makes every transaction through e-commerce payment a lot cheaper.

2. Higher Margin
E-commerce also enables us to move better with higher margin for more business safety. Higher
margin also means business with more control as well as flexibility. You can also save time from the
e-commerce.

3. Better Productivity
Productivity here means productivity for both companies and customers. People like to find
answers online because it is faster and cheaper, and it costs a lot cheaper expense as well for the
company.

4. Quick Comparison
E-commerce also enables you to compare price among several providers. In the end, it leads you to
smart shopping. People can save more money while they shop.

5. Economy Benefit
E-commerce allows us to make transaction without any needs on stores, infrastructure investment,
and other common things we find. Companies only need well-built website and customer service.

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 De-Merits:
1. Security
Customers need to be confident and trust the provider of payment method. Sometimes, we can be
tricked. Examine on integrity and reputation of the web stores before you decide to buy.

2. Scalability of System
A company definitely needs a well-developed website to support numbers of customers at a time. If
your web destination is not well enough, you better forget it.

3. Integrity on Data and System

Customers need secure access all the time. In addition to it, protection to data is also essential.
Unless the transaction can provide it, we should refuse for e-commerce.

4. Products People
People who prefer and focus on product will not buy online. They will want to feel, try, and sit on
their new couch and bed.

5. Customer Service and Relation Problem

They sometimes forget how essential to build loyal relationship with customers. Without loyalty
from customers, they will not survive the business.

The disadvantages are not impossible to avoid. If we have enough management on risks, we may
really get a lot more advantages from e-commerce.

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 How Ecommerce provides a competitive edge to organizations?

E-commerce is indeed making its way into many B2B marketers must-have tool kit, as they believe
it will play a crucial role in their go-to-market approach. In a recent study, The Emerging Role of
B2B E-Commerce completed by B2B Magazine, it revealed that 31% of B2B marketers
considered themselves strong or complete adopters of e-commerce, compared to 25% who had
the same response in 2012. By 2014, 40% of B2B marketers expect to be as committed to ecommerce as a means of marketing and selling.

So why is e-commerce becoming so important to marketing teams? There are a variety of factors
that come into play. The evolution of e-commerce has allowed many businesses to reach a whole
new set of buyers, generate sales leads, create awareness, differentiate their products and services
from competitors, and gain market intelligence digitally and efficiently. And since there are only a
small, but increasing amount of B2B marketers who are e-commerce adopters today, this means that
they have a unique competitive advantage over other businesses that have not realized and adopted
this new shift. Marketers who have (or will soon) learned to use e-commerce as an effective weapon
can reap benefits that will allow their businesses to attract and retain customers, improve efficiency,
reduce enterprise cost, increase enterprise growth, create new products and services, and expand
into new markets and geographies.

Conclusion: In todays world were the organization works in spheres of technology, innovation and speed an
organization cannot elude the blimey of E-commerce benefits towards day-to-day functioning of
business and growth of potential customers across boundaries, interstate. Thus E-commerce provide
a platform to reach out to your potential customers and outreach them. A customer can be easily tab
due to an unceasing reach because of mobile networks were the customer is available. Hence
organizations cannot do without the bliss of E-commerce in present scenario.
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Chapter 2
ORGANIZATIONAL PROFILE
COMPANY PROFILE
Company Narratives:Palenge Digital Marketing Solution India Limited
Palenge Digital Marketing Solutions India Limited is a Public Company incorporated on 13
November 2013. It is classified as Indian Non-Government Company and is registered at Registrar
of Companies, Gwalior. Its authorized share capital is Rs. 1,000,000 and its paid up capital is Rs.
830,500.
Palenge Digital Marketing Solutions India Limited's Annual General Meeting (AGM) was last held
on N/A and as per records from Ministry of Corporate Affairs (MCA), its balance sheet was last
filed on N/A.
Directors of Palenge Digital Marketing Solutions India Limited are Rajesh Juneja, Ashutosh Pyasi
and Ajay Juneja.
Palenge Digital Marketing Solutions India Limited's Corporate Identification Number is (CIN)
U74140MP2013PLC031757 and its registration number is 31757.Its Email address is
caashishjain74@gmail.com and its registered address is 286, MEHER MANZIL, NEAR POLICE
STATION, SOUTH CIVIL LINE, JABALPUR - 482001, Madhya Pradesh INDIA.
Current status of Palenge Digital Marketing Solutions India Limited is - Active.

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Company Information:

Corporate Identification Number

U74140MP2013PLC031757

Company Name

PALENGE DIGITAL MARKETING

SOLUTIONS INDIA LIMITED

RoC

RoC-Gwalior

Registration Number

31757

Company Category

Company limited by shares

Company Sub Category

Indian Non-Government Company

Class of Company

Public Company

Authorised Capital (in Rs.)

1,000,000

Paid up capital (in Rs.)

830,500

Number of Members(Applicable only in case

of company without Share Capital)

Date of Incorporation

13 November 2013

Email ID

caashishjain74@gmail.com

Address 1

286, MEHER MANZIL,

Address 2

NEAR POLICE STATION, SOUTH CIVIL

LINE,

City

JABALPUR

State

Madhya Pradesh

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Country

INDIA

PIN

482001

Whether listed or not

Unlisted

Date of Last AGM

N/A

Date of Balance sheet

N/A

Company Status (for eFiling)

Active

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Directors:

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Director
Identifica
tion

Name & Link Address

Designa Date of
tion

Number

Appoint
ment

https://www.zaubacorp.com/directo
03324545

r/RAJESH-JUNEJA/03324545

Director

13
November

RAJESH JUNEJA

2013

https://www.zaubacorp.com/directo
03570618

r/ASHUTOSH-PYASI/03570618

Director

13
November

ASHUTOSH PYASI

2013

https://www.zaubacorp.com/directo
05281568

r/AJAY-JUNEJA/05281568

Director

13
November

AJAY JUNEJA

2013

Franchise with us:

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Palenge brings to you, a first of its kind, franchise opportunity to become a business partner in the
fastest growing e-commerce industry. Palenge's revolutionary e-commerce platform has been made
to help business grow online with the least investment.
We are looking for entrepreneurs to join hands and become a part of this huge success story.

Franchise Facts:
Total
Area

Franchis

Investment e Fee

Term of

Franchise

Required (INR)

(INR)

Agreement Expansion

Master (Country Franchise)

2000

2.25

5 years

Global

75 Lakhs

5 years

Pan India

12 Lakhs

5 years

Pan India

3 crores

sq.ft.
Master

Regional

crores

1000

80-85

sq.ft.

Lakhs

400 sq.ft. 15-16

Lakhs

Unit

200 sq.ft. 5-6 Lakhs

4 Lakhs

5 years

Pan India

Business Associate (Only Fresh

N.A.

1.5 Lakhs 5 years

Pan India

2 Lakhs

Graduates)

Meet The Team:

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We have put in years to efforts to make the technology easy and affordable. We work very hard
along with our exclusive franchise network to bring this technology and platform to you.

Rajesh Juneja
(Chairman)

Ashutosh Pyasi
(Managing Director)

Raj Tiwari
(Director, Technology)

- www.palenge.com

CHAPTER 3
Company offerings
Products and Services.
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PRODUCT PROFILE:
A.

Creation of the Domain i.e. SMEs e-Comm Web-Site:

Go to Palenge.com
Click on Free Business Listing
Click on Username & Password
Fill in the Form with SME's details.
Under Website, put SMEs existing web-site if any, else keep it blank.
Under Business Email, put SME's Mail id. He will get 2 mails - a Confirmation Mail with

ID/Password & a Palenge Invoice.

Username can be SMEs mail id OR any other Username he likes & the Initial Password will be a
new Password which you will have to create for the SME.
Reference Code will be Intern's i.e. Your ID-Code. (The ID which you got after doing Intern's
Registration).
Under Registration Mode, select Business Listing + Online Shop.
Under Subscription Package, Starter pack is the 'Promotional offer of 500/-' and the remaining are

Complete Yearly package.

Payment mode whichever Retailer wants to have, as of now you can keep Offline i.e. Cash.
Under Shop Domain, type in the Domain name.
Click on Check Availability.
If it is available, it will go ahead, else confirm with the SME & modify the domain name.
Click on Register Business.
It will take some time & then the web-store will be live.
The SME will get 2 mails - a Confirmation Mail with URL + ID/Password & Palenge Invoice.
Then Copy, Paste the new domain in the URL Bar, you will get the blank e-com web-site.
Click on Store Manager & give the ID, password. It will reach the Control Panel.

B.

Upload Part: Service Offerings

Applications: Go to Applications & click on All Applications.

1. USER: This App allows User i.e. End Consumer registration and his/her
management features to SME web store. These users are termed as 'Shoppers'
in
-

the system.
Click on Install.
Keep the E-mail activation On.
Click on Activate, it will make this active.
Click on Applications & All Applications.

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2. ECOMM: This App allows End Consumers i.e. Shoppers to Shop online i.e. the Web-Store gets
opened for Public.
-

Click on Install.
Put Tick Mark in front of Send me an Email whenever a New Order is placed on my store.
Select Currency as INR.
Against Cash on Delivery - Click on Settings & then Click on Activate. It will turn out to Green

& Active.
- Under CONFIGURE PAYMENT OPTIONS - Tick Mark Cash on Delivery & in Drop Down
select the same.
- Click on Activate.
- Click on Applications & All Applications.

3. Cash on Delivery: This App allows Shoppers to shop with COD option.
-

Gets covered in Point 2.

4. SKU {Stock Keeping Unit}: This App allows to assign a unique identifier, like Item-Code
etc. for systematic tracking of the Items.
-

Click on Install.
Give SKU Label as required by the SME. Generally it is Item-Code.
Click on Activate.
Click on Applications & All Applications.
You can check this. Go to Items & click on Edit (of a particular Item), Item-Code field will

be available, where in SME can put his own choice item-code.

5. Shipping: This App allows to connect with Delivery Providers.

-

Click on Install.
Select Shipping Label, basically which word SME wants to use i.e. Delivery, Shipping, Home
Delivery or any other. Meaning of all of them is one & the same.

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If Tick Marked on Free Delivery, the delivery will be free of cost, else you need to select
whether shipping charges will be Per Order or Per Item. Generally it is Per Order (still confirm

with SME). Select Flat amt or %. Generally it is % (still confirm with SME).
If Tick Marked Waive delivery charge on minimum order of Rs. , you have to mention
the amt post checking with the SME. If the amt is 1,000/- for instance, the delivery charges will

be waived for the order >= 1,000/-.

As of now, keep the Enable Delivery Policy unticked. This will be confirmed later.
Click on Activate.
Click on Applications & All Applications.
When the End Consumer shops online, these charges will be added there.

6. Google Analytics App:

Firstly, Google offers a service namely Google Analytics which is a free service that can track
any websites visitors traffic & make a report. For this one has to sign up an account in Google
Analytics & generate the Tracking ID. Then he has to go to his own Web-site & install the Google
Analytics App there. Paste the Tracking ID there & activate. By doing this, Googles Google
Analytics Service will track his web-sites visitors traffic & generate the report. This Report can
be checked in his Google Analytics Service Account (which he signed up).

Sign-up in Google Analytics can be done as follows:

- Go to http://www.google.com/analytics/
- If SME has G-Mail id, click on Sign in & enter his G-Mail id / password. OR
- If he doesnt have G-Maid id, click on Create an account & make the G-mail ID & then enter Gmail ID / Password.
- Under Start Using Google Analytics, click on Sign up.
- Fill in the details & click on Get Tracking ID.
- Select the Country, Read & Accept Terms & Conditions.
- It will generate the Tracking ID.
- In SME's Palenge Web-Site, under Applications, Go to Google Analytics & click on Install.
- Paste the Tracking ID there & click on Activate.
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- Google Analytics App will be activated.

- By doing this, Googles Google Analytics Service will track his web-sites visitors traffic &
generate the report. This Report can be checked in his Google Analytics Service Account (which
he signed up).

7. Stock Tracker: This App allows to keep a track of the items.

-

Click on Install.
Click on Activate.
Click on Applications & All Applications.
You can check this. Go to Items & click on Edit (of a particular Item), Available Units field

will be there, where in SME can put the no. of units available for that item.

8. Color Variants: This App allows to have different color product items to link with each other.
For e.g. you have one item of Linen White Shirt, but you also have two more colors in that i.e. Second
item of Linen Red Shirt & Third item of Linen Blue Shirt. All these 3 items can be linked so that when
the End Consumer clicks on one item to order, he will also be able to see other linked items small
images of different color. If he wants to go for some other color, he can click the other item & order.
-

Click on Install.
Click on Activate.
Click on Applications & All Applications.
You can check this. Go to Items & click on Edit (of a particular Item). On Top Right hand side,

Color Variants button will be available. Click on that. Click on Search & Add Variant. A pop-up
window will get opened. Again click on Search and click on + sign of the item you want to link &
click on Close below. You will be able to see that the item is linked.
- Now, if you actually want to check, go to View Sore & click on the Primary Item, you will be
able to see the other items small images besides it. If you want to order some other item, click on it
& add to cart.
- However, as of now preferable Theme is Blue Star (under Store Settings) coz in that this
works fine. Team is working to make it possible in all themes.

9. Discounts: This App allows to give Discount on the items.

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Click on Install.
Click on Activate.
Click on Applications & All Applications.
You can check this. Go to Items & click on Edit (of a particular Item). There is a discount tab

next to Basic Info tab, SME can mention either Disc % or Flat Disc amt there which will reflect in
the Home Page.

10.Guest Checkout: This App allows users to directly sign in without entering password.
-

Click on Install.
Click on Activate.
Click on Applications & All Applications.
You can check this when you try place an order.

11. Payment Gateway:

Firstly, Payment Gateway (PG) provides the Service of Funds Transfer from Consumers Bank a/c
to Sellers Bank a/c. This can happen thru Credit Card, Debit Card, Net Banking or COD (Cash on
Delivery). Now, to have this Service, following procedure is to be followed by the SME:
CC Avenue: web-site: https://www.ccavenue.com/
Ph.: 022 - 61666000/ 67425555
E-mail: compliance@ccavenue.com
-

SME will have to sign up / register with CC Avenue so that his merchant a/c will get open with

them.
- Their Security team will scrutinize SMEs application, this takes about 24 - 48 hrs. On
approval, he will receive an e-mail notification from them with the good news and a link to
CCAvenue's payment page to verify.
- The approval email will also contain a list of documents SME needs to submit to validate his
business.
- SME needs to complete all of the above procedure within 7 days of receipt of formal approval
from CCAvenue.
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Once SMEs a/c is activated, his Nodal a/c gets created & he will get the confirmation of the

activation.
- For Charges & Any Other details, pls visit CC Avenue web-site.
Pay U Money:
-

web-site: https://www.payumoney.com/
Ph: 0124 - 6793000
E-mail: merchantcare@payumoney.com

SME will have to sign up / register with CC Avenue so that his merchant a/c will get open with

them.
- Documents submission. On approval, he will receive an e-mail notification from them.
- Once SMEs a/c is activated, his Nodal a/c gets created & he will get the confirmation of the
activation.
- For Charges & Any Other details, pls visit CC Avenue web-site.
Post that, on SMEs Palenge Web-Store that particular PG APP is to be downloaded so that all
the Payment Options get activated. Do the same & complete the PG installation.

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Store Settings:

Under Store Settings & Basic Settings, Domain name will be there by default.
Enter Company name, Title & Description.
Select Time zone of Mumbai.
Browse & Choose logo for the Shop.
Go to Display Settings. There you can change the Themes.
Featured Product Count means No. of Products SME want to display on the page. You can change

as per SMEs requirement.

Display Brands - If selected this as ON, Brands will get displayed on the Home Page.
Featured Brand Count means No. of Brands SME want to display on the page. You can change as
per SMEs requirement.
Page size is no. of the pages to be included on the site.
Facebook Setting : Select this as ON & under Application ID, SMEs
Facebook a/cs Profile URL is to be pasted, that means when SME
logs into his Facebook a/c, he will have to click on his Profile Photo,
then the URL will get changed. Taking an example Say it becomes
https://www.facebook.com/profile.php?id=10010835177854. So,
you will have to paste the only Partial URL i.e. profile.php?
Id=10010835177854. By doing this, whenever the End Customer
clicks on any Item, down below Facebook Icon will appear & there
the End Customer can like the product. Leave the Admin List blank.
Custom Pages Settings Select this as ON & under Menu Title, give the Title which SME wants.
By doing this, a new Button (with the Title selected by SME) will get created on the Home Page
along with various other Buttons like Home, Brands, Contact Us, About US. And once any New
Page is created (under Page), it will appear under this Button.
Click on Save.

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Brands:

Click on Brands tab & click on Add New Brand.

Select Brand Title & give description if any.
Select Featured Brand.
Browse & select Brand Image.
Click on Save.

Items:

Go to Items.
Click on Add New Item.
Thumbnail is the Small image of the item. Browse it & select the image.
Also Browse the Full image & select it.
Under Basic Info, give the Item Title i.e. exact Item name. Ideally, this should consist Brand
Name, Category, Sub-category & Item name. Reason is, by covering all these, the item becomes
more clear to the End Customer. Yes, by looking at Some Images you get to know everything about

it, but that is not the case for all the Images. Hence covering all the above is better.
Mention Price.
Once you select Yes under Featured on Home Page, the item will appear on the Home Page.
Also pls select Stock Availability option i.e. In Stock or Out of Stock.
Under Available Units, the available no. of units of that Item is to be mentioned, so that once the
End Customer places the order, he will be able to order if the units are available. For instance, if the
Available Units are 100 & if any End Customer places the order of 1 unit which also gets delivered

& the SME changes the Order status to Delivered, the Available units will become 99.
Item-Code is what SME will have to decide what type of item code he wants to give to his items.
Select the Brand under to which this item pertains to under which it will appear.
Discount There is a discount tab next to Basic Info tab, SME can mention either Disc % or Flat
Disc amount there which will reflect in the Home Page.
Click on Short Description & Long Description and write Features of the item.
Click on Save.

Categories:
Go to Categories & click on Add New Category.
Give Category Name, Description.
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 Click on Featured Category, then only the Category will appear in the Home page.
Click on Save.

Sub-categories:

If you wish to create Sub-Categories, First Click on Parent Category.

Then click on Add Sub Category.
Give Sub-category Name & Description.
Click on Featured Category, then only the Sub-category will appear in the Home page.
Then from the Available Items select & move items to Assigned Items which will assign the

Item to Sub-category.
Click on Save.
Pls note that if you want to directly assign the Items to Category, you can assign but only if that
Category does not have any Sub-category.
Pls note that once Item assigned to Parent Category, you cannot make any Sub-category under that
Parent Category.

About us:
Description about the Company whatever SME wants.

Contact us:
Under Contact Email, SMEs email is to be mentioned. Reason is when the End Customer fills in
his Contact details, the mail will come to SMEs mail id.
Contact Form Description is the Heading of the Contact Form.
Thank You Message appears after contact message is submitted by the End Customer.

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 On Right hand side, under Other Contact Details, fill in SMEs Contact Person Name, Mobile
no., E-mail id etc.
Click on Save.

Pages:
If SME wants to create a new page, he can do it.
Give the Page Title & give the Page Contents as what SME require.
Click on Save, it will appear under the Menu Title button as explained in the Store Setting point.

Shoppers:
All those who have visited & registered will get listed under this tab.

Orders:
The details of the Orders received will be listed here. You can click on 'View to check the complete
details and to track the same. Order Status is modifiable, so that you can change the status from
New to In Process to Shipped / Delivered. Payment Status is also modifiable, so that you
can change the status from Pending to Paid.
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SME can also print the order slip. Once he clicks on any particular Order, there is a button Print
Order Slip. If he wants to include Service Tax / VAT, he can add the same in the Item Price & in
Description, he can mention that the Price is inclusive of VAT & Service Tax.

Click on View Store, you can check, Complete Palenge e-Commerce Web-Store is ready.
Upload their Products - say about 25-30. If they have more products, they can upload themselves as
you will be giving the training to them.
Training to them: Explain the Entire Upload Part to them. Also show them how End Customer can
place the order & how they can track. It is as below.

End Customers Placing Orders & Tracking by SMEs:

End Customer will visit the Web-Site & will click on the Item.
The Larger Image will get open.
He will click on Add to Cart.
He will click on Shopping Cart on Top Right hand side & Place an Order.
It will ask for Login or Guest checkout.
If the End Customer is not an existing Customer, he cannot select Guest Checkout.

30 | P a g e

In that case, he will have to click on the New User, Fill in the details & create his ID/ Password.
Email verification link will be sent to his mail where he has to click on the link to confirm &

activate.
Post that he can either go by Regular Login or Guest Checkout. The difference between both is

in Guest Check-out he doesnt have to enter the password. He can have quick login.
Post that he will fill in his Delivery Information.
System will ask for the Billing Information. If it is same, he can click on Same as Delivery

Information. All the details will be captured automatically.

He had to confirm the order.
Order no. will get generated.
The SME will get a New Order Received mail in his mail.
SME can also check the Order details in Store manager under Orders.

Post Delivering the Order & Cash collection, SME will have to make the Order Status as
Delivered & Payment Status as Paid and save. After doing this status updation only, the Order

will get removed from Orders list.

SME can also print the order slip by clicking on Print Order Slip.

__________________________________________________________________________________
_____________

If SME already has his own web-site, we can connect that web-site to Palenge & make it as e-

Commerce web-site. For that SME will have to provide the following:
1. Domain: That means their existing Web-Site name.
2. Control Panel URL: Site URL where domain was registered.
3. Username and Password: to access domain control panel.
Once you get the same, mail it to crm@palenge.com copying rfwestmumbai@palenge.com , the
needful will be done. Rest all Technical part remains the same.

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Chapter-4
Pricing Strategy at Palenge

PRICING DETAILS:

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Best Value Pricing Plans

Complete e-Comm Web-Store Offer :

Basic

Standard

Rs.1, 999/Rs.1, 499/- per month

500 SKU

Premium
Enterprise

per month

Rs.2, 499/
- per month
Contact
Us

2,000 SKU

20,000
SKU
Unlimited

** One Time TKH charge of Rs.3, 000/- also to be paid for Installation, Upload &
Training.

** Chq will be favouring Palenge Digital Marketing Solutions

(India) Limited".

** Since Promotional Offer going on - For First Month, SME can take the Portal by
33 | P a g e

Paying 500/- + One Time TKH charge of 3,000/-.

DAILY ACTIVITIES
Daily:
To Approach NEW SMEs for the Enrolments. Keep Daily Target to meet 30 SMEs.
Review of Likely SMEs (visited earlier) & due for follow-up. Follow-up to them
Also till the time they say 'Yes' or 'No'.

== Introduction & Explain them the Full Concept.

== Show them the Demo store.
== Explain them the Pricing.
== Give them the Brochure.
== Have their details filled in the Form.

34 | P a g e

If Retailer is Going Ahead :

== Collect the Payment as per the plan.

== Complete the Technical Work. Do Note Down the ID# which gets generated
at the time of Domain Creation.
== Tell them that the Receipt will be received by them on mail.
== Give them the Palenge Customer Care Details.

At EOD, send the Report of SMEs visited along with the Status & with the ID#.

Deposit the Cash or Cheque in Palenge's Bank A/c.

After completion of Trial period, to follow-up them & get them renewed for Complete
E-Comm Web-Store.

Collection of Payment Monthly & Deposit the Cash or Cheque in Palenge's Bank A/c.

35 | P a g e

36 | P a g e

Chapter- 5
Research Proposal
Tittle of project: - Operative of e-commerce at palenge.com
What is a PROJECT?
A Project is a plan that has a beginning and an end. It has a specific Goals,
condition and responsibility. You can have a project in a community or in
household.

Definition: project is a one time job that has a defined starting and ending
dates, and a clearly specified objective, or a scope of work to be perform, a
predefined budget and usually a temporary organisation that is dismantled
once the project is completed

- James P .Lewis
The term project this encompasses all such activities which activities which
have some purposes, goal or objectives.
Aim of the project: Project helps in SMART achievements of the objectives and
the goals set by an organisation. SMART here refers to.

-S-Specific
-M-Measurable
-A-Achievable
-R-Realistic
-T-Timeline

Expresses the things in most understandable and in presence

format making it easier for the leader to understand the contents in
the project.

37 | P a g e

It helps in enhancing the accuracy of the planning while forecasting

and selecting from the various set of the alternative, such as action
plan, which is necessary for the successful and the smooth
attainment of objective.

The importance in the project lies that the fact that project gives
the student first ever exposure to the organisation.

It helps the student to acquire practical knowledge of the business.

It helps to know the various techniques and the methods adopted

by the entrepreneur to run the business.

To know how a businessman tackles the problems that arises and

finds solution to the problem.

OBJECTIVES OF Study

To study the behaviour of consumers towards Ecommerce

To identify the factors affecting consumer behaviour with regards to
Ecommerce

Scope of the project:

It involves of gathering data, collecting as much information about the

market, product service, pricing technique, offering value to customers,
creating potential customers and profitable deals to the organization.

It relies on the mechanism of field survey and promotional activities.

Usage of E-commerce tools.
Effectively using ecommerce activities to promote organizations offerings
and carving a niche for the organization.
38 | P a g e

Limitation of the study:The study confines to a specific areas of Mumbai.

It namely covers Dadar, Matunga, worli, and Prabhadevi.
Areas survey include Worli, Bhavani Shankar, Ghokale Road, Ranade Road,
Savarkar Marg

39 | P a g e

Chapter: 06
CUSTOMER DETAILS
SR
NO.

BUSINESS NAMES

CONTACT NO.

01

Retail Mills Cloth Stores

2238571466

NO

02

Anuli

2238572080

YES

03

Pallari

2238535435

NO

04

Hamas By Gulam Jilani

Ansari

2238546468

NO

05

Kadambaree

2238578793

NO

06

Pramanik Retail

2224155588

NO

07

Suvidha The Complete

Family Shop

2238554364

NO

08

Milap Sarees

2238572620

NO

PRICE ISSUE

09

New Mahalakshmi Store

2238544399

NO

10

ADNS Women Court

2238584425

NO

11

Roop Sangam Traders

9619037110

YES

NOT
INTERESTED
NOT
INTERESTED
AGREEE

12

Vikas Leather Works

9769434224

NO

13

Cotton King

9821194833

NO

14

Kamdar Emporium

9869470172

NO

15

Purple Creation Pvt Ltd

2224371731

NO

17

Asian General Stores

2224184790

NO

18

Jam Design Centre

2238561462

NO

19

M sons

2224100410

NO

20

Prakash Staionery

9823485893

YES

40 | P a g e

STATUS

COMMENTS
NOT
INTERESTED
AGREE
ALREADY
DOMAIN HAVE
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED

DELIVERY
ISSUE
PRICE ISSUE
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
AGREE

21

Memsaab

9619037110

NO

22

49 To 99 Gift Shop

7208611102

NO

23

Top 10

Not Given

NO

24

Nalli's Silks

2224016165

NO

25

Milap Saree Centre

2224166364

NO

26

West View Baby Shop

2224148626

NO

27

Ribbons and Ballons

2224032873

NO

28

Giri Trading Agency

Private Limited

2224122316

NO

29

Sandesh Bengali Sweets

2224304908

NO

30

Aroma The Cake Shop

2224339142

YES

NOT
INTERESTED
AGREE

31

VIP Park

2224465544

YES

AGREE

32

Baba Wines

2224321313

NO

33

West View Baby Shop

2224148626

NO

34

Bharat clothes store

9022902293

NO

35

Arahant steel center

2224221806

NO

36

Sawantwadi store

9819484307

NO

37

Akshay collection

2224226541

NO

38

Gemini cards

2224223654

NO

39

New fashion foot wear

2224222587

NO

40

Harp om sarees

2224221234

NO

41

Shree omkar stores

NOT GIVEN

NO

42
43
46

Gokul das sarees

Paramapara
Ranakpur garment

2224227421
9819264321
9870401762

YES
NO
NO

NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
AGREE
PRICE ISSUE
DELIEVERY
ISSUE

41 | P a g e

NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED

47

Karunya

7666626889

NO

48

Teajas garment

9167444917

NO

49

Milan footwear

9773131305

NO

50

Manav fashion

2232456214

NO

NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED
NOT
INTERESTED

OVERVIEW
2

3
NOT INTERESTED

AGREE
PRICE ISSUE
DEIVERY ISSUE
ALREADY DOMAIN HAVE

38

42 | P a g e

Findings

According to customer details we met small retail shops and try to convince them to buy
our product but mostly we got negative comments and some shopkeeper are interested.

E-commerce is a totally new concept in India and it has an excessive scope to rapidly
growth in the Indian market.

Palenge is one stop solution for e-commerce and digital marketing that allows you to set
up an online store to sell your goods. It lets you organize your products, customize your
storefront, accept credit card payments, track and respond to orders all with a few
clicks of the mouse.

Palenge is web based ecommerce software. This means theres no installation required
and it works with all operating systems. We host Palenge so you dont have to worry
about installing, upgrading or maintaining any software or web servers.

While working with Palenge I had learn to interact with customers easily and fluent
way

It gives us opportunity to learn how actually the market works and what does online
marketing means and how it function

It is a good experience to learn some technical work such as creation of domain.

In field work we daily mets shopkeepers and know their views and ideas.

43 | P a g e

Chapter 07
Recommendation

To improve the delivery services or courier services

Palenge provide only cash on delivery but they should be modify online payment system
and introduce debit card and credit card facility

To buy bulk amount of product and sell directly to the end consumer such like snap deal,
quicker

44 | P a g e

Chapter 08
45 | P a g e

Conclusion:
As many e-commerce industries are entering with new and innovative technique which increases
the competition in the e-commerce market. Knowing the e-commerce market it is great challenge in
e-commerce market. Customer satisfaction study would help to understand the importance of
various factor influencing and contributing to satisfied customers of the company. It will help to
company to improve their service quality.0

Conducing the project work was great learning experience, we have got lot of exposure of
important aspects of corporate world which will help us in our professional life. I would also
thankful to our franchise, Mr. Viral Shah who gives us opportunity to learn about E-commerce in a
practical way.

I would also find many weak points in Palenge, such as delivery system, pay pal system which can
be improved by company. As our company named as Palenge which mean sab kuch paa lena and
as due to hard working one day the company will able to achieve its objective.

46 | P a g e