SWOT ANALYSIS - Notes

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SWOT ANALYSIS

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INTRODUCTION

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SWOT analysis came from the research conducted at Stanford Research Institute from 1960-1970.
The background to SWOT stemmed from the need to find out why corporate planning failed.
The research was funded by the fortune 500 companies to find out what could be done about this failure.
The Research Team were Marion Dosher, Dr Otis Benepe, Albert Humphrey, Robert Stewart, Birger Lie.
This method was created in the 1960s by Edmund P. Learned, C. Roland Christensen, Kenneth Andrews and William D. Book in their book "Business Policy, Text and Cases" (R.D. Irwin, 1969).
It all began with the corporate planning trend, which seemed to appear first at Du Pont in 1949.
By 1960 every Fortune 500 company had a 'corporate planning manager' (or equivalent) and 'associations of long range corporate planners' had sprung up in both the USA and the UK.
However a unanimous opinion developed in all of these companies that corporate planning in the shape of long range planning was not working.
It was widely held that managing change and setting realistic objectives which carry the conviction of those responsible was difficult and often resulted in questionable compromises.
The fact remained, despite the corporate and long range planners, that the one and only missing link was how to get the management team agreed and committed to a comprehensive set of action programmes.
To create this link, starting in 1960, Robert F Stewart at SRI in Menlo Park California lead a research team to discover what was going wrong with corporate planning, and then to find some sort of solution, or to create a system for enabling management teams agreed and committed to development work, which today we call 'managing change'.

The research carried on from 1960 through 1969. 1100 companies and organizations were interviewed and a 250-item questionnaire was designed and completed by over 5,000 executives. Seven key findings lead to the conclusion that in corporations chief executive should be the chief planner and that his immediate functional directors should be the planning team. Dr Otis Benepe defined the 'Chain of Logic' which became the core of system designed to fix the link for obtaining agreement and commitment.
We discovered that we could not change the values of the team nor set the objectives for the team so we started as the first step by asking the appraisal question, for example, what's good and bad about the operation. We began the system by asking what is good and bad about the present and the future. What is good in the present is Satisfactory, good in the future is an Opportunity; bad in the present is a Fault and bad in the future is a Threat. This was called the SOFT analysis.
When this was presented to Urick and Orr* in 1964 at the Seminar in Long Range Planning at the Dolder Grand in Zurich Switzerland they changed the F to a W and called it SWOT Analysis.
This remarkable piece of history as to the origins of SWOT analysis was provided by Albert S Humphrey, one of the founding fathers of what we know today as SWOT analysis
SWOT stands for Strengths, Weaknesses, Opportunities and Threats.
A SWOT analysis measures a business unit, a proposition or idea
A SWOT analysis is a subjective assessment of data which is organized by the SWOT format into a logical order that helps understanding, presentation, discussion and decision-making.
Strengths and Weaknesses are regarded distinctly as internal factors, whereas Opportunities and Threats are regarded distinctly as external factors.
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IMPORTANCE

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SWOT Analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture
identifying the internal and external factors that are favorable and unfavorable to achieving that objective. These internal and external factors come from within the company's unique value chain.

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Meaning of TERMS:- *******************************************************************************
It is important to clearly identify the subject of a SWOT analysis, because a SWOT analysis is a perspective of one thing, be it a company, a product, a proposition, and idea, a method, or option, etc.
Strengths: attributes of the organization that are helpful to achieving the objective.
How can we Use and Capitalize on each Strength?
Weaknesses: attributes of the organization that are harmful to achieving the objective.
How can we Improve each Weakness? Opportunities: external conditions that are helpful to achieving the objective.
How can we Exploit and Benefit from each Opportunity?
Ex.- opportunities such as: energy-saving, process-improvement, training, advertising, or discontinuing loss-making products
Threats: external conditions which could do damage to the business's performance.
How can we Mitigate each Threat?
Ex.- threats such as: desertion or key staff, the loss of major contracts,
Internal factors – The strengths and weaknesses internal to the organization. These may include factors such as the 4P's; as well as personnel, finance, manufacturing capabilities, and so on.
External factors – The opportunities and threats presented by the external environment to the organization. The external factors may include macroeconomic matters, technological change, legislation, and socio-cultural changes, as well as changes in the marketplace or competitive position.
SWOT in business and marketing tends to be an assessment of a business or a proposition, whether it is your own business or (less commonly) a competitor's business or proposition.

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Strengths and Weaknesses
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the internal environment -
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the situation inside the company or organization
for example, factors relating to products, pricing, costs, profitability, performance, quality, people, skills, adaptability, brands, services, reputation, processes, infrastructure, etc.
factors tend to be in the present

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Opportunities and Threats *******************************************************************************
The External Environment -
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the situation outside the company or organization
for example, factors relating to markets, sectors, audience, fashion, seasonality, trends, competition, economics, politics, society, culture, technology, environmental, media, law, etc.
factors tend to be in the future

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BENEFITS
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The primary objective of a SWOT analysis is to help organizations develop a full awareness of all the factors involved in a decision.
IT enables proactive thinking, rather than relying on habitual or instinctive reactions.
The SWOT analysis is an extremely useful tool for understanding and decision-making for all sorts of situations in business and organizations.
The SWOT analysis headings provide a good framework for reviewing strategy, position and direction of a company or business proposition, or any other idea.
SWOT analysis also works well in brainstorming meetings.
Use SWOT analysis for business planning, strategic planning, competitor evaluation, marketing, business development and product development and research reports.
You can also use SWOT analysis exercises for team building games.
SWOT analysis is also a widely recognized method for gathering, structuring, presenting and reviewing extensive planning data within a larger business or project planning process.
SWOT analysis is a planning process that allows your company to overcome challenges and determine what new leads to pursue.
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Conclusion :-
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The results are often presented in the form of a matrix.
IT acts as a quick decision-making tool
Its use is not restricted to business and marketing.

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USED IN *******************************************************************************
a company (its position in the market, commercial viability, etc)
a method of sales distribution
a product or brand
a business idea
a strategic option, such as entering a new market or launching a new product
a opportunity to make an acquisition
a potential partnership
changing a supplier
outsourcing a service, activity or resource
project planning and project management
an investment opportunity
personal financial planning
personal career development - direction, choice, change, etc.
education and qualifications planning and decision-making
life-change - downshifting, relocation,
relationships, perhaps even family planning?..

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strengths *******************************************************************************
Advantages of proposition?
Capabilities?
Competitive advantages?
USP's (unique selling points)?
Resources, Assets, People?
Experience, knowledge, data?
Financial reserves, likely returns?
Marketing - reach, distribution, awareness?
Innovative aspects?
Location and geographical?
Price, value, quality?
Accreditations, qualifications, certifications?
Processes, systems, IT, communications?
Cultural, attitudinal, behavioural?
Management cover, succession?

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weaknesses *******************************************************************************
Disadvantages of proposition?
Gaps in capabilities?
Lack of competitive strength?
Reputation, presence and reach?
Financials?
Own known vulnerabilities?
Timescales, deadlines and pressures?
Cashflow, start-up cash-drain?
Continuity, supply chain robustness?
Effects on core activities, distraction?
Reliability of data, plan predictability?
Morale, commitment, leadership?
Accreditations, etc?
Processes and systems, etc?
Management cover, succession?
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opportunities
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Market developments?
Competitors' vulnerabilities?
Industry or lifestyle trends?
Technology development and innovation?
Global influences?
New markets, vertical, horizontal?
Niche target markets?
Geographical, export, import?
Market need for new USP's?
Market response to tactics, e.g., surprise?
Major contracts, tenders?
Business and product development?
Information and research?
Partnerships, agencies, distribution?
Market volume demand trends?
Seasonal, weather, fashion influences?
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Threats
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Political effects?
Legislative effects?
Environmental effects?
IT developments?
Competitor intentions - various?
Market demand?
New technologies, services, ideas?
Vital contracts and partners?
Obstacles faced?
Insurmountable weaknesses?
Employment market?
Financial and credit pressures?
Economy - home, abroad?
Seasonality, weather effects?

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Strengths
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End-user sales control and direction.
Right products, quality and reliability.
Superior product performance vs competitors.
Better product life and durability.
Spare manufacturing capacity.
Some staff have experience of end-user sector.
Have customer lists.
Direct delivery capability.
Product innovations ongoing.
Can serve from existing sites.
Products have required accreditations.
Processes and IT should cope.
Management is committed and confident.

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Weaknesses
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Customer lists not tested.
Some gaps in range for certain sectors.
We would be a small player.
No direct marketing experience.
We cannot supply end-users abroad.
Need more sales people.
Limited budget.
No pilot or trial done yet.
Don't have a detailed plan yet.
Delivery-staff need training.
Customer service staff need training.
Processes and systems, etc
Management cover insufficient.

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Opportunities
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Could develop new products.
Local competitors have poor products.
Profit margins will be good.
End-users respond to new ideas.
Could extend to overseas.
New specialist applications.
Can surprise competitors.
Support core business economies.
Could seek better supplier deals.

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Threats
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Legislation could impact.
Environmental effects would favour larger competitors.
Existing core business distribution risk.
Market demand very seasonal.
Retention of key staff critical.
Could distract from core business.
Possible negative publicity.
Vulnerable to reactive attack by major competitors.
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SEGMENTATION Notes:-

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SEGMENTATION 

  MBA / BBA MARKETING MANAGEMENT QUESTION PAPER 2020 PUNE UNIVERSITY

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Economists frequently, draw no distinctions among different types of buyers, as long as they have a willingness and an abilty to buy.
Young and old buyers, men and women, people who drink 12 beers a day and those who drink one beer on New Year's Eve are all lumped together.
Experience tells marketers, however, that in many cases buyers differ from one another even though they may be buying the same products. Marketers try to identify groups and subgroups within total markets— that is, they try to segment markets.
Recall that market segmentation consists of dividing a heterogeneous market into a number of smaller, more homogeneous submarkets. Almost any variable age, sex, product usage, life style, expected benefit— may be used as a segmenting variable, but the logic behind the strategy is always the same.
Not all buyers are alike.
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Sub groups of people with similar behaviour, values, and/or backgrounds may be identified.
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IT SHOULD BE EASIER TO SATISFY SMALLER GROUPS OF SIMILAR CUSTOMERS THAN A LARGE GROUP OF DISSIMILAR CUSTOMERS.
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For example, the computer software market can be divided into two segments: the domestic market and the foreign market.
The domestic market can be segmented further into business users and home users.
And the home user segment can be further divided into sophisticated personal computer user, people who hate personal computers but have to buy so their children use it for school work, people who use computers only for e-mail, and so on.
The number of market segments within the total market depends largely on the strategist's ingenuity and creativity in identifying those segments.
a single company is unlikely to pursue all possible market segments.
In fact, the idea behind market segmentation is for an organization to choose one or a few meaningful segments and concentrate its efforts on satisfying those selected parts of the market. Focusing its efforts on these targeted market segments —that is, targeting-enables the organization to allocate its marketing resources effectively.
Concentrating efforts on a given market segment should result in a more precise marketing program satisfying specific market needs.
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Target market:-
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The market segment, or group of buyers, toward which an organization decides to direct its marketing plan is called the target market.
For example,
there are “left-hander”shops specializing in products for lefthanded people,
Tobacco shops catering to wealthy pipe smokers,
and dress shops that target women who wear certain clothing sizes
In fact, the idea behind market segmentation is for an organization to choose one or a few meaningful segments and concentrate its efforts on satisfying those selected parts of the market. Focusing its efforts on these targeted market segments —that is, targeting-enables the organization to allocate its marketing resources effectively.
Concentrating efforts on a given market segment should result in a more precise marketing program satisfying specific market needs. Target market:-
The market segment, or group of buyers, toward which an organization decides to
direct its marketing plan is called the target market.
For example,
there are “left-hander”shops specializing in products for lefthanded people,
Tobacco shops catering to wealthy pipe smokers,
and dress shops that target women who wear certain clothing sizes
As you can see, the process of segmentation provides hints on how to market to the targeted segments identified.
First, the total market, consisting of many different customers, is studied and broken down (or disaggregated)
into its component parts— that is, individual customers, families, organizations, or other units.
The customers are then regrouped by the marketing strategist into market segments on the basis of one or several characteristics that segment members have in common. Then the strategist must target segments to which the organization will appeal.
When that is done, the strategist has answered the question “What are our target markets
It is thus natural that many differing segments occur within a market.
Marketers usually divide the heterogeneous market for any product into segments, with
relatively more homogeneous characteristics, since this helps in tapping it. And, this
process of disaggregating a market into a number of sub-markets segments is known as market segmentation.
It is thus natural that many differing segments occur within a market.
To put it in a nutshell, market segmentation rests on the recognition that:
(a) any market is made up of several sub-markets, or sub-groups of consumers,
distinguished from one another by their varying needs and buying behaviour, and
(b) it is feasible to disaggregate the consumers into segments in such a manner that
in needs, characteristics and buying behaviour, the members would vary
significantly among/across segments, but would be homogeneous within each
segment.
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Why Segment the Market?
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Let us see how segmentation benefits the marketer.
1. Facilitates Proper Choice of Target Market
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2. Facilitates Tapping of the Market, Adapting the Offer to the Target
Segmentation also enables the marketer to crystallise the needs of the target
buyers
Adapting Offer to Suit Target Segment
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Ford modifies its models for India
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Ford modified its models for the Indian target segment as shown below:
l Higher ground clearance to make the car more compatible to the rougher road surface in India.
l Stiffer rear springs to enable negotiating the ubiquitous potholes on Indian roads.
l Changes in cooling requirement, with greater airflow to the rear.
l Higher resistance to dust.
l Compatibility of engine with the quality of fuel available in India.
l Location of horn buttons on the steering wheel.
As the Indian motorist uses the horn far more frquently, for cars sold in India, the horn buttons are
kept on the steering wheel and not on a lever on the side as in the models sold in Europe.
For example,
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Daewoo offers eight variants of its Cielo, and Ford Mahindra four versions of the Ford Escort.
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segmentation as a strategy of dividing the markets for conquering them.
3. Helps ‘Divide the Markets and Conquer Them’
Through segmentation, the marketer can look at the differences among the
customer groups and decide on appropriate strategic offers for each group. This
is precisely why some marketing experts have described segmentation as a strategy of dividing the markets for conquering them.
It ensures that the marketing effort is concentrated on well defined and carefully chosen segments. After all, the resources of any firm are limited and no firm can normally afford to attack and tap the entire market without any delimitation whatsoever.
The marketer can thus identify the relatively less satisfied segments and succeed by satisfying such segments. *******************************************************************************
Advantages of Market Segmentation:-
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l Helps distinguish one customer group from another within a given market.
l Facilitates proper choice of target market.
l Facilitates effective tapping of the market.
l Helps ‘divide the markets and conquer them’.
l Helps crystallise the needs of the target buyers and elicit more predictable responses from
them; helps develop marketing programmes on a more predictable base; helps develop
marketing offers that are most suited to each group.
l Helps achieve the specialisation required in product, distribution, promotion and pricing for
matching the customer group and develop marketing offers and appeals that match the needs
of such group.
l Makes the marketing effort more efficient and economic.
l Helps concentrate efforts on the most productive and profitable segments, instead of frittering
them over irrelevant, or unproductive, or unprofitable segments.
l Helps spot the less satisfied segments and succeed by satisfying such segment.
l Brings benefits not only to the marketer but to the customer as well.
l When segmentation attains high sophistication, customers and companies can choose each
other and stay together.
Levels and Patterns of Market Segmentation
We begin by examining the various levels and pattern of market segmentation.
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Segment Marketing
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A market segment consists of a large identifiable group within a market with similar
wants, purchasing power, geographical location, buying attitudes, or buying habits. For
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example, an auto company may identify four broad segments: car buyers who are
primarily seeking basic transportation or high performance or luxury or safety.
Segmentation is an approach midway between mass marketing and individual
marketing. Each segment’s buyers are assumed to be quite similar in wants and needs,
yet no two buyers are really alike. Anderson and Narus urge marketers to present
flexible market offerings instead of a standard offering to all members within a
segment.
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Niche Marketing
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A niche is a more narrowly defined group, typically a small market whose needs are
not well served. Marketers usually identify niches by dividing a segment into sub
segments or by defining a group seeking a distinctive mix of benefits. For example, the
segment of heavy smokers includes those who are trying to stop smoking and those
who don’t care.
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For example,
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Delta Airlines offers all economy passengers a seat, food, and soft drinks. It charges
extra for alcoholic beverages and earphones to those ecomomy passengers wanting
them.
Whereas segments are fairly large and normally attract several competitors, niches
are fairly small and normally attract only one or two. Larger companies, such as IBM,
lose pieces of their market to nichers: Dalgic labeled this confrontation “guerrillas
against gorillas.” Some larger companies have therefore turned to niche marketing,
which has required more decentralization and some changes in the way they do business.
Johnson & Johnson, for example, consists of 170 affiliates (business units), many of
which pursue niche markets.
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For e.g., there is Outlook Traveller for
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those who love travelling; there is Inside Outside which focus on design and interior;
there is Osho Times for those who believe in Osho etc.
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Niche marketers presumably understand their customers’ needs so well that the
customers willingly pay a premium. Ferrari gets a high price for its cars because loyal
buyers feel no other automobile comes close to offering the product-service-membership
benefit bundle that Ferrari does.
An attractive niche is characterized as follows: The customers in the niche have a
distinct set of needs; they will pay a premium to the firm that best satisfies their needs;
the niche is not likely to attract other competitors; the nicher gains certain economies
through specialization; and the niche has size, profit, and growth potential.
Both small and large companies can practice niche marketing.
Fifteen per cent of the
commercial Web sites with fewer than 10 employees take in more than $100,000, and
2 per cent even ring up more than $1 million. The recipe for Internet niching success:
Choose a hard-to-find product that customers don’t need to see and touch.

PAYTM

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A STUDY OF CUSTOMER SATISFACTION LEVEL AND CUSTOMER PERCEPTION OF E-PAYMENT APP SERVICES WITH SPECIAL REFERENCE TO PUNE CITY.
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Abstract:
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The growth of modern civilization depends on payments. Systems of payment have substantially changed over time, from the stone age barter system, through to coins and to virtual payment. Digital payments refer to electronic consumer transactions, which include payments for goods and services that are made over the internet, mobile payments at point-of-sale (PoS) via smartphone applications (apps), and peer-to-peer transfers between private users. In this paper an attempt has been made to study the customer satisfaction level of the people who are using E-PAYMENT APPS. This article seeks to understand the dynamics of Pune’s E-Payment App by studying various factors like the pricing, consumer behaviour, market share, revenue models, app convenience, etc.
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INTRODUCTION
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Adoption of cashless transaction has been significantly pushed by Prime Minister Mr. Narendra Modi as part of government reforms after demonetization of high value currency of Rs. 500 and 1000 which accounts for 86% of cash circulation. The demonetization resulted in unprecedented growth in digital payment. By February 2018, digital wallet companies had shown a growth of 271 percent for a total value of US$2.8 billion (Rs. 191 crores) , Indian government and private sector companies such as Paytm, Freecharge and Mobikwik had been aggressively pushing several digital payment applications, including the Aadhaar Payment app, the UPI app, and the National Payments Corporation of India (NPCI) developed the Bharat Interface for Money (BHIM) app. Digital transfers using apps has brought behavioural change and helped in the adoption of digital payment. This has resulted in ease of transfer of money in rural areas which was not touched earlier by the digital payment method. Now many foreign investors want to invest in digital payment industry which is new attractive destinations because of scope of tremendous expansion in India.

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OBJECTIVES
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1. To study the satisfaction level of customers for convenience in payment transfer using E-Payment App.
2. To study the overall analysis of E-payment App (Paytm/Mobiwick/BIHM/Phonepe) services and perception of people about E-Payment App in Pune city.
3. To study the Motivational factors which inflence people to use E-Payment App services in Pune city.
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RESEARCH METHODOLOGY
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1.The current study is based on primary data collected from 200 respondents from the different parts of Pune.
2. A well-structured questionnaire was designed to collect the information from the respondents the questionnaire was designed to study perception and buying or usage patterns of customer towards adoption of digital payment.
Sampling Plan
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Sampling unit:
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Target population has been defined and surveyed. In this research the sampling unit was the customers who have been using the digital payment modes.
Sample size: In this survey the sample size decided was 400 respondents.
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Sampling procedure:
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I adopted Questionnaire method for collection of primary data. Purpose of this research was told to respondents and questions were explained to them in case there was any need for understanding any particular question. There had been no personal bias or distortions were allowed while recording the responses.

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DATA ANALYSIS
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The data analysis has been discussed from responses collected from 400 various age group people who were using E- Payment App services in Pune city. Data has been presented in a meaningful way to facilitate the research that is to find out the customer satisfaction level of E- Payment App. This provides the background to the respondents by analyzing their demographic details. Tables and diagrams have been used to facilitate a understand information gathered through research study.
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SWOT Analysis
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Strength: -
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 First mover advantage: Paytm was the first online payment company to set up operations in India.
 Convenience options: Paytm is an epitome of convenience since it is operational round the clock and facilitates easy payment or transfer of funds anytime, anywhere.
 Paytm can be used to transact with more than 30 lacs marketers across India and we can pay to any individual through mobile no in india
 Bucket of services: Most of what one desires to do online can be done through Paytm. & has online reservation facilities, online retail, and online recharge  Lot of Promotional offers are more popular among the people
 Digitization and demonetization
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Weakness:-
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 In remote locations or even tier 2 towns lack of good Internet bandwidth and speed.
 Lack of IT infrastructure
 Most users are unaware of what Paytm can do for them and confused about use of app.
 Most Indians are used to transacting on cash and are yet to get used to being used to cashless transactions.
 Poor customer service.
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Opportunities:-
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 Growing demand for Marketers/ Sellers: With growing technology usage people prefer to make most payments from the convenience of their homes.
 Demonetisation
 The surge in the number of working professionals and busy schedule
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Threat:-
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 Competition: With lowered barriers to entry.
 Growing concerns about safety

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PAYTM:- PORTER’S FIVE FORCES ANALYSIS
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BARGAINING POWER OF SUPPLIERS: -
Suppliers are the manufacturers of finished products. everyone wants to sell their products easily in less time and use app like Paytm. App like Paytm saves a lot of money for the Marketers, companies cannot afford to lose this channel. So in this industry the supplier power is low.
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BARGAINING POWER OF CUSTOMERS (BUYERS)
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Buyers in this industry are customers who purchase product and wants to pay immediately. Since this industry is flooded with so many players, buyers are having lot of option to choose. buyers have more power because of competition like Mobikwik, phone pe, BHIM app, Google pay, every bank and telecom company has its payment app.
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INTENSITY OF COMPETITIVE RIVALRY:
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Competition is very high in this industry. many competitors means more choices for the customer to choose from. This also increases the cost incurred by the company to stay in the customer’s mind i.e. on promotions and advertisements etc.
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THREAT OF SUBSTITUTE PRODUCTS OR SERVICES:
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Since this industry is flooded with so many players, buyers are having lot of option to choose. Mobikwik, phone-pe, BHIM app, Google pay, every bank and telecom company has its payment app.
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THREAT OF NEW ENTRANTS:
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Threat of new entrants is very high in this online retail industry because of following reason: There are very less barriers to entry like less capital required, less amount of infrastructure required. Foreign companies can come and start their own online payment services like Google pay will lead to more competition in future.

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1.Gender of Respondents Using E-payments App.
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Interpretation- It can be seen from the above graph that 52% respondents were male and 48% respondents were female.
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2. AGE GROUP OF RESPONDENTS.
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Interpretation- It is reported that major age group of the respondents is 20-30 years (i.e.30% respondents), follwed by 30-40 years, 40-50 years and above 50 years
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3. OCCUPATION .
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Interpretation-
It can be seen from the above graph that major occupation of the respondents is Private sector employees, followed by self-employed or business, followed by students followed by public sector or Government sector followed by retired people.
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4. DO YOU THINK THAT USING ONLINE PAYMENTAPP CAN OFFER YOU A WIDER RANGE OF BANKING SERVICES AND PAYMENT OPTION
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Interpretation- It is reported that most of the respondents are agreed to online Payment apps offer wide range of banking services and payments.
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5. WHICH APP DO YOU MOSTLY USE FOR E- PAYMENT.
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Interpretation- It can be seen from the above graph that PAYTM App has maximum Market share i.e 64% in pune city followed by Phonepe 11% followed by mobikwick 10% followed by others 10%.
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6.WHAT WAS LAST APP YOU WERE USING BEFORE ONE YEAR.
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Interpretation- Last year PAYTM was used by 78% of the respondents followed by Phone pe 7%followed by Mobikwick 5% followed by others 10%.
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7.ARE YOU SATISFIED WITH THE SERVICE OF APP
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Interpretation-Maximum respondents of Pune city are satisfied with the PAYTM App Services i.e 82% while 18% are not satisfied or not sure about the service provided to them.
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8. RISK OF USING PAYMENT APP
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Interpretation-
It can be seen from the above graph that only 29% respondents feel that there may be a risk using payment app while 33% feels its safe to use payment app while 38% were not about the risk in using payment app.
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9. IS THIS APP COMFORTABLE AND USER FRIENDLY.
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Interpretation-
It is reported that most of the respondents 66% are agreed that the payment app PAYTM, BHIM, mobikwick, phonepe are user-friendly and comfortable
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10. SINCE HOW LONG ARE YOU USING THIS APP
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Interpretation- It can be seen from the graph that most of the respondents 71% are using same payment app more than one year while 10% are using for 9 months, 8% for months and 11% for last 3 months.
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11. HOW GOOD IS PRIVATE PAYMENT APP SERVICES THAN GOVERNMENT APP SERVICE.
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It is reported that Private app payment service was better than Government app as it agreed by the 79% of the respondents while 6% respondents were disagree.
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12. DO YOU GET ANY DISCOUNT OFFERS
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Interpretation-Maximum respondents i.e. 77% agree to the discount offers they get and are satisfied with the Payment App.
13. ARE YOU SATISFIED WITH THE SERVICE PROVIDED BY PAYTM/BHIM/PHONEPAY/MOBIKWIK
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It is reported that 83% respondents are satisfied with payment app service while 9 % respondents are not satisfied.
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14. ARE YOU SATISFIED WITH THE SPEED OF TRANSACTION.
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Interpretation-Maximum respondents 87% are satisfied with the speed and fast transactions of the Payments App they have been using.

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CONCLUSION OF RESEARCH STUDY.
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1. Paytm has shown a tremendous increase and growth in the E-Payment Sector,Market share of Paytm in pune city was maximum which is followed by Phonepe and others 2. Maximum number of respondents are satisfied with the App and Facilities provided by the App.
3. From the above study the most important conclusion is that Paytm is most Widely used E- Payment App with a market share of 74%.
4. E-Payment App of private sector work more in advance compared to public sectors like App like BHIM.
5. Age group of 20-30 yrs are more likely to use E-Payment Apps.
6. Respondents feel that online Payment apps offer wide range of banking services and payments
7. PAYTM was used by most of the respondents and has great brand loyalty.
8. Maximum respondents of Pune city are satisfied with the PAYTM App Services
9. Respondents are not fully satisfied with the safety and security features of payment app and has to be made aware. Some respondents feel that there is risk using payment app services
10. Respondents are agreed that payments are user-friendly and comfortable. The Respondents are also satisfied with the comfort level and Friendliness of the App.
11. Respondents are getting good discount offers and are satisfied with the Payment App.
12. Respondents are agreed that overall service quality of payment apps are good
13. Maximum respondents are satisfied with the speed and fast transactions of the Payments App
14. It has been seen that maximum respondents recommend Paytm App to their friends.

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Suggestion of study.
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1. Private app companies should keep on adding good features to the app
2. Government payment app company should provide better services like private app companies.
3. Payment app companies should add safety and security features so that it minimizes its risk
4. Payment app companies should promote their services through various media
5. Payment app companies should use discount and offers to make customer use their services
6. Payment app companies should address issues like privacy and misuse of the customer personal details through payment app services.
7. Linking aadhar card with the payment app should not be mandatory to gain maximum customers.

Consumer goods and products

What do you mean by consumer goods and products
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Explain different types of goods and products consumer goods and products.
Consumer goods or products meaning goods which are defined for use by ultimate consumers or household and in such a form that they can be used without any commercial processing are known as consumer goods or
Consumer products are those goods and services which are determined for the final consumers for their personal family or household use
Some of the common examples of consumer goods are bread butter, TV, calculator, furniture, cosmetics and jewelry, two wheelers, cars. Etc.
All these goods are made for the use of consumption, satisfaction by the ultimate uses of the consumers or reselling but not for processing or for the transformation
Classification all types of consumer goods :- *******************************************************************************
The various kinds of consumer goods can be classified in the following manner
I) convenience goods :-
These are the items which are usually purchased by the customer frequently, immediately and with minimum efforts.
Such goods are available to the customers most conveniently at their own places or at nearby places as frequent purchases are made of these goods
The examples include household products of low value low unit value like tobacco products, Soaps, Newspapers, Drugs, Grocery products, Soft drinks etc.
In case of these products the buyer has complete knowledge of the product characteristics before they decide to purchase
These goods are rapidly consumed as they are non-durable in nature
so the customers does not take much time in taking, in making buying decisions
Because of this to capture the market demand and to maximize his sales the producer must secure the widest possibility of large outlets for making his products readily available at the required places,
For marketing of these goods the manufacturer has to rely upon intensive distribution, intensive advertising and in store displays
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=Shopping goods:- *******************************************************************************
Shopping goods these are the items of which comparison are made by the customers while selecting and purchasing items on the basis of certain product characteristics likes the state of sustainability, Quality price, style and standard
These goods are more costly than convenience goods and are found in less number of stores
shopping goods are of two types Homogenous products and Heterogeneous products
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Homogenous products *******************************************************************************
These products are similar in quality and carries same features but they differ in price example refrigerator washing machine TV etc
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Heterogeneous products *******************************************************************************
These are non-standardized and Stylish in nature as the different product characteristics and services
Example of furniture, Jewellery, dress material, household appliances etc.
For marketing of various shopping goods manufacturer wholesaler should select central market places or shopping centres for locating the product outlet
Marketer should also undertake all the necessary promotional efforts.
like physical distribution, advertisement, display, exhibition etc for creating demand and increasing the sale of these goods
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speciality goods *******************************************************************************
3) As the name indicates specialty goods are products carrying unique features or brand identification for which certain number of buyers make special efforts for purchasing these items fancy and luxurious items like cars, stereo systems, scooters, mens suits etc are some of the example of speciality goods in case of speciality goods normally comparison are not made with substitute brand as the customer is already aware of the product or brand and he is willing to invest his own time and effort to search for good dealer and to reach the particular store shopping place
Here the dealers are not required to to select convenient locations however they must late prospective buyers know their locations therefore a manufacturers of such a goods have to undertake those marketing efforts which can popularize their brands and create brand loyalty among the buyers this includes
maintaining the product attributes and features
reminder advertising and
publicity
selection of good distribution Network and
monitoring channel members performance
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4) Unsought goods these are the goods about which the potential customers do not know of their existence or they do not think to buy these products
smoke detectors are unsought goods until the consumer is made aware of them through the advertisement for publicity
some examples of non existing unsought goods are
life insurance
gravestones
lawyers or physician services etc
These products are not normally purchased by the customer unless there is a high level of advertising and promotion campaign describing satisfying needs and
requirements of those products to create the demand for such a products and services the market wholesaler is required to inform his target customers about the product existence with the help of advertising and personal selling activities

5 levels of products

Product concept is anything that can be offered to a market to satisfy a want or need *******************************************************************************
Products that are marketed include physical goods services experience events persons places properties organisations information and ideas *******************************************************************************
levels of product product has to be examined on five levels before it can be marketed *******************************************************************************
Each level adds more consumer value and the five constitutes a customer value hierarchy these five levels of the product are as follows *******************************************************************************
Core Benefit:- The fundamental service or benefit the customer is really buying *******************************************************************************
Basic Product:- conversion of core benefit into basic product *******************************************************************************
Expected product:- The marketer prepares unexpected product a set of attributes and conditions by normally Expect When the purchase this product the first is core benefit *******************************************************************************
Augmented Product the market prepares an augmented product that exceeds customer Expectations *******************************************************************************
Potential product at this level product becomes a potential product that is it crosses all the transformations and augmentation a product can undergo in future *******************************************************************************

Consumer buying behaviour 1

Consumer buying decision
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every day for many types of purchases as a marketer you study consumer behaviour to find out what consumer buy and how much, where learning about consumer behaviour isn't so easy is not so easy because the answer which we speak lies in the depth of consumer in the minds of consumer in deep *******************************************************************************
consumer don't know what influences their buying behaviour or buying purchase *******************************************************************************
95% of thoughts and emotions that drive purchases are happening in unconscious mind that is without an awareness *******************************************************************************
Black box in a way that can be result in taking a buying decision by the customers in response to internal and external factors and following consumer buying decision making process *******************************************************************************
There is a question for marketers is to how customer respond to the various situations and what decision he will take in response to decision taken by the company *******************************************************************************

New companies were registered in the INDIA

NEW DELHI, APR 27 2014 *******************************************************************************
Nearly one lakh new companies were registered in the country last fiscal, with a substantial chunk set up in the business services sector. *******************************************************************************
Interestingly, just 216 foreign companies were set up during 2013-14 period. *******************************************************************************
Latest data from the Corporate Affairs Ministry show that 98,473 companies together having an authorised capital of nearly Rs 39,000 crore were registered in different parts of the country in the last financial year.

“... predominant share of companies were in business services (32,254) followed by manufacturing (14,996), real estate and renting (10,752), trading (10,646) and construction (10,335),” according to a Ministry report for March 2014.
The maximum number of new companies was established in Maharashtra, Delhi and West Bengal.

“During the financial year 2013-14, a total of 216 foreign companies were registered,” it noted.
With the new ones coming up, the total number of registered companies stood at 13,94,819 at the end of March this year. However, of them, only
9,52,433 were active, according to official records.
Maharashtra had 2,83,588 companies, followed by Delhi (2,61,456) and West Bengal (1,81,182).
At the end of March, Delhi had the maximum number of active companies (1,89,441) followed by Maharashtra (1,88,768) and West Bengal (1,34,292).
According to the Ministry report, 65 per cent of companies had authorised capital of less than or equal to Rs 10 lakh each whereas only about 2 per cent of the entities had authorised capital of above Rs 10 crore each.
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A STUDY OF CUSTOMER SATISFACTION LEVEL OF OLA AND UBER PAID TAXI SERVICES WITH SPECIAL REFERENCE TO PUNE CITY

A STUDY OF CUSTOMER SATISFACTION LEVEL OF OLA AND UBER PAID TAXI SERVICES WITH SPECIAL REFERENCE TO PUNE CITY

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Abstract: Every other day in India, there is a new start up offering efficient cab service to the citizens operating in urban and rural lifestyles. This raises a question that is India going through a possible 'Taxi Revolution'? In this paper an attempt has been made to study the customer satisfaction level of the people who are using OLA and UBER cabs in Pune city. In the paper it shows who is leading the paid taxi market in Pune city, reasons for choosing OLA/UBER over other Auto/Bus services. It has also been seen that almost 100% respondents are using paid taxi services in Pune city i.e. OLA/UBER. This article seeks to understand the dynamics of Pune’s taxi market by studying various factors like the pricing, market share, revenue models, app convenience, etc. The paper is qualitative in nature and based on primary data collected from different age group individuals by filling a questionnaire and interviews.

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INTRODUCTION *******************************************************************.

Indian taxi market The taxi market scenario in India is hugely fragmented. The taxi market in India is divided into two major segments which are the organized and unorganized markets. The unorganized market has a market value of $8.5 billion and the organized market holds a market value of almost $500 million. The Indian taxi market is forecast to grow at a CAGR of 13.7% during 2017-2022. The organized sector is the recently emerged segment in the market scenario. It is further classified into owners, affiliators and aggregators. The owned vehicle segment is inclusive of the pure car rentall companies like Meru. The affliators are accomplished with multiple car rental agencies and they are known to provide different tour packages or deals. Whereas the aggregator are the newest phenomenon which are driven by start ups like OLA cabs and also by Uber Technologies Inc. which is an American worldwide online transportation network company. “Aggregator means a person, who owns and manages a Web-based software application, and by means of the application and a communication device, enables a potential customer to connect with persons providing service of a particular kind under the brand name or trade name of the aggregator;”. The sector has in the past few years seen tremendous growth with nearly 10 fairly large companies operating in various models. But even in this clutter, three companies stand out in their product uniqueness, customer service responsiveness, driver behaviour and timely arrivals – OLA cabs, TaxiForSure and the global sharing economy pioneer, UBER. Other companies that are operating include Meru, Easy Cabs, Savaari and BookMyCab. The market made a transition from owned fleet to a fleet aggregator model where anyone could own a car and become an entrepreneur – in fact, Ola Cabs conducted a Driver Mela in Pune and Bangalore to get vehicles at a discount to potential drivers

OLA Cabs:

Ola initially started off as Olatrip.com a small website venture that offered weekend trip packages. It was started as a startup business by two IIT Mumbai graduates Bhavish Aggarwal and Ankit Bhati. Due to a bad experience during a car rental situation they decided to mend the system of car rental and this became the basis for the initiation of olacabs. Olacabs are now referred as Ola. Ola is a Spanish term which means hello! This indicates that hiring a cab at Ola as well as the services provided are easy and friendly as conveying hello. Until the year 2014, the company had expanded to a widely distributed network which comprised of 200,000 cars across 85 cities. These 85 cities include all the metropolitan cities. Until September 2015 Ola was valued at around $5 billion market. Taxi for sure as acquired by Ola in March 2015 for $200 million. The company averages a total of about 150,000 bookings per day and has the highest market share in India of 60%. The company owned by ANI Technologies clocked a turnover of Rs 1,286 crore in FY17 compared with Rs 758 crore in the previous financial year. Ola’s profit and loss for FY17 was not available. The company made a consolidated loss of Rs 2,313 crore in FY16. The turnover includes revenue from subsidiaries Ola Fleet Technologies, Ola Electric Mobility, Ola Skilling and Zipcash Card services. Ola had acquired a majority stake in wallet company Zipcash, which now powers Ola money. *******************************************************************.

UBER Headquartered in San Francisco, California, Uber Technologies Inc. is an American worldwide online transportation network company. As of August 2016, Uber provided its cab services in over 66 countries and 545 cities worldwide. The Uber application automatically calculates the fare and transfers the payment to the driver. Since its launch, many other companies have replicated Uber’s business model, a trend that has come to be referred as "Uberification. The company received $200,000 in seed funding in 2009. In additional funding, Uber raised $1.25 million in 2010. Following a beta launch in summer of 2010, Uber's services and mobile application officially launched in San Francisco in the year 2011. Initially, Ryan Graves was appointed as CEO, however, Kalanick replaced him in the role later that year and Graves stepped down to become the company's COO. By the end of 2011, Uber had raised $44.5 million in funding and in the same year, the company changed its name from UberCab to *******************************************************************. Uber Uber’s revenue in India in FY 2014-15 was Rs 690 Million and in FY 2015-16 company’s revenue streams increased five-fold to around 3.7 billion Indian rupees. *******************************************************************.
OBJECTIVES: *******************************************************************.
1. To study the overall customer satisfaction level of people using OLA and UBER cabs in Pune city. 2. To study the customer satisfaction against the government travelling services in Pune city. 3. To study the satisfaction level of respondents for Comfort level and Waiting period after booking OLA/ UBER cab. 4. To study the overall analysis of OLA/UBER services and what exactly people think about OLA/UBER in Pune city. 5. To study the Motivational factors which drive people to use OLA/UBER cab services in Pune city. 6. To collect the complaints and suggestions customers have from OLA/UBER cabs in Pune city.

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RESEARCH METHODOLOGY:. *******************************************************************.

• The research methodology means the way in which we would complete our prospected task. Before undertaking any task it becomes very essential for anyone to determine the problem of study. • Time and date of data collection: 1st July 2018 – 1st August 2018 • Data Collected: Primary and Interview • To obtain the primary data from customers, I used the research instruments like questionnaire and personal interviews with the customers using OLA and UBER paid taxi service. At the time of interview the researcher made clear the nature and purpose of the study. The interviews help to elicit further detailed information. Good representation of Gender, Education, Age groups, Occupation, Demographic factors were considered during the study. *******************************************************************.

• No. of Respondents: 402.
• Sampling: Convenient sampling.
• Sample Size: 402.
• Cross sectional: At one point of time in a population.
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DATA ANALYSIS *******************************************************************
This chapter discusses the data analysis from 402 responses collected from various age group people who are using OLA/UBER paid taxi services in Pune city. This chapter solely focuses on presenting the gathered data in a meaningful way to facilitate the research that is to find out the customer satisfaction level of OLA/UBER cabs. This provides the background to the respondents by analyzing their demographic details. Tables and diagrams have been used to facilitate a simplistic reader-friendly writing. *******************************************************************.

Conclusion:. *******************************************************************.

Ola has seen a tremendous growth in the taxi market sector, market share of OLA in Pune city is 50% followed by UBER 38%. Maximum no. of respondents are satisfied with the fare/price charged by OLA/UBER. They are also satisified with the App and the comfort level provided by the paid taxi services i.e OLA and UBER. It has been seen that 68% of the respondents don’t have any complaint about OLA/UBER and the rest who have, out of which some are mentioned above. Maximum no. of respondents will surely recommend OLA/UBER to their friends. It has seen that maximum no. of respondents have rated ‘Satisfied’ for OLA/UBER in Pune and they feel it is more better and convenient compared to Auto/Buses. After booking a cab more than 50% of the respondents have to wait for 10min followed by some respondents had to wait 20min for the cab to arrive. Maximum respondents prefer “Safety” as the most important factor while choosing OLA/UBER. Almost 86% respondents are satisfied with the payment options provided by the OLA/UBER cab services. From the above study the most important conclusion is that 54% respondents ‘Agree’ and 23% respondents ‘Strongly Agree’ that they feel OLA/UBER is secure and safe for women. *******************************************************************.

Suggestions:. *******************************************************************.

As we can see that half of the respondents say that they don’t get any kind of discount offers from OLA/UBER, in order to increase the market share in Pune city OLA/UBER must work on this factor. UBER should improve their payment systems, they should not fluctuate their prices specially when it rains, they should keep their cabs clean, reduce the waiting period after booking a cab and use market penetration strategies in order to increase their customer satisfaction level and indirectly their market share in Pune city. OLA is already leading the market share in Pune city but still should work on absurd rates charged at peak hours, availability of cabs in industrial areas, rural areas like Chakan and Bhosari, frequency of cabs should be increased, and driver’s attitude is a major concern which should be improved. As OLA/UBER both are safe for women however there is always a scope of improvement for the safety and security of women.

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Suzuki Burgman Street

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Suzuki Burgman Street

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It is the first ever 125 cc scooter to have a maxi design
Suzuki Burgman is a new-comer looking to be the new king of the 125 cc scooter segment.

The Suzuki Burgman Street is priced at Rs. 68,000
Looks and design
The Suzuki Burgman Street's biggest USP is the way it looks.
It is the first ever 125 cc maxi-scooter in India and the first since the Kinetic Blaze was launched eons ago.
The Burgman family of scooters from Suzuki have always been big, be it size or engine displacement and the Burgman Street sure carries forward that bit, at least with respect to the size.
The front apron is edgy and angular, consisting of neatly integrated LED headlamp and turn indicators.
The muscular front end is topped off with the flyscreen, which gels well with the overall look of the scooter.

Viewed from the side, the Burgman Street looks sporty, thanks to the silver and black panels with sharp boomerang shaped creases, ending into a wide, angular LED tail lamp at the rear.

The maxi-scooter proportions also make for a wide seat with ample room and a comfortable riding position.
It is not the handsomest of scooters, the Burgman Street, but it does well to turn heads on the road. We saw that first-hand.
The one bit that we did not quite like about the Burgman is its proportions. The body is quite big and the wheels are quite small.
In fact, the Burgman uses a 10-inch alloy at the rear which feels too small for the big rear of the Burgman Street.
The Burgman Street too gets a long list of features.
it gets a fully digital instrument console, which the same as the one used on the Gixxer. Additionally, it also has two cubbyholes to keep knickknacks along with a 12V socket on the front. the Burgman Street too gets an optional USB charger.
The Burgman scooter gets an LED headlamp