A

Project Report
ON
“CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING
WITH REFERENCE TO LENSKART’’

Submitted to
G. S. College of Commerce & Economics, Nagpur
Affiliated to
Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur

In partial fulfillment for the award of the degree of

Bachelor of Business Administration

Submitted by

Mohammad Rahaber Qureshi

Under the Guidance of

Prof. Pragati Pandey

G.S. College Of Commerce & Economics, Nagpur

Academic Year 2022 –23

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 G.S. College Of Commerce & Economics, Nagpur

Academic Year 2022 –23

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CERTIFICATE

This is to certify that “Mohammad Rahaber Qureshi“ has submitted the

project report titled “(CUSTOMER SATISFACTION TOWARDS

ONLINE SHOPPING WITH REFERENCE TO LENSKART)’’, towards

partial fulfillment of BACHELOR OF BUSINESS ADMINISTRATION degree

examination. This has not been submitted for any other examination and does not

form part of any other course undergone by the candidate.

It is further certified that he/she has ingeniously completed his/her project as

prescribed by Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur.

Prof. pragati pandey Dr. Afsar sheikh

(Project Guide) (Co-ordinator)

Place:
Date:
 G.S. College Of Commerce & Economics, Nagpur

Academic Year 2022 –23

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DECLARATION

I here-by declare that the project with title “CUSTOMER

SATISFACTION TOWARDS ONLINE SHOPPING WITH

REFERENCE TO LENSKART’’ has been completed by me in partial

fulfillment of BACHELOR OF BUSINESS ADMINISTRATION degree

examination as prescribed by Rashtrasant Tukadoji Maharaj Nagpur

University, Nagpur and this has not been submitted for any other

examination and does not form the part of any other course undertaken by

me.

Mohammad Rahaber Qureshi

Place:

Date:
 G.S. College Of Commerce & Economics, Nagpur

Academic Year 2022 –23

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ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this

golden opportunity to express my sincere regards to Dr. swati
kathale, Principal, G.S. College of Commerce & Economics,
Nagpur.

I am extremely thankful to my Project Guide Prof. Pragati

Pandey for his/her guideline throughout the project. I tender my
sincere regards to Co-ordinator, Prof. Afsar Sheikh for giving me
outstanding guidance, enthusiastic suggestions and invaluable
encouragement which helped me in the completion of the
project.

I will fail in my duty if I do not thank the Non-Teaching staff of

the college for their Co-operation.
I would like to thank all those who helped me in making this
project complete and successful.

Mohammad Rahaber Qureshi

Place:
Date:
 INDEX

Sr PAGE
PARTICULARS
.No. No.

1. Introduction 1

2. Company Profile 4

3. Product offered by lenskart 7

4. Research Study 11

 Objectives

 Hypothesis

 Scope of the study

 Limitations

5. Research Methodology 16

 Primary data

 Secondary data

6. Data Analysis & Interpretation 19

7. Hypothesis testing 31

8. Conclusion 33

9. Suggestions 35

10. Bibliography 37

11. Appendices 39

 Questionnaire
 G.S. college of commerce & economics

INTRODUCTION

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INTRODUCTION TO ONLINE SHOPPING

Online shopping is a form of electronic commerce which allows consumers to directly buy

goods or services from a seller over the Internet using a web browser or a mobile app.

Consumers find a product of interest by visiting the website of the retailer directly or by

searching among alternative vendors using a shopping search engine, which displays the

same product's availability and pricing at different e-retailers. As of 2020, customers can

shop online using a range of different computers and devices, including desktop computers,

laptops, tablet computers and smartphones.

An online shop evokes the physical analogy of buying products or services at a regular

"bricks-and-mortar" retailer or shopping center; the process is called business-to-consumer

(B2C) online shopping. When an online store is set up to enable businesses to buy from

another businesses, the process is called business-to-business (B2B) online shopping. A

typical online store enables the customer to browse the firm's range of products and

services, view photos or images of the products, along with information about the product

specifications, features and prices.

Online stores usually enable shoppers to use "search" features to find specific models,

brands or items. Online customers must have access to the Internet and a valid method of

payment in order to complete a transaction, such as a credit card, an Interac-enabled debit

card, or a service such as PayPal. For physical products (e.g., paperback books or clothes),

the e-tailer ships the products to the customer; for digital products, such as digital audio

files of songs or software, the e-tailer usually sends the file to the customer over the

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Internet. The largest of these online retailing corporations are Alibaba, Amazon.com,

lenskart and as well as eBay.

Alternative names for the activity are "e-tailing", a shortened form of "electronic retail" or

"e-shopping", a shortened form of "electronic shopping". An online store may also be

called an e-web-store, e-shop, e-store, Internet shop, web-shop, web-store, online store,

online storefront and virtual store. Mobile commerce (or m-commerce) describes

purchasing from an online retailer's mobile device-optimized website or software

application ("app"). These websites or apps are designed to enable customers to browse

through a companies' products and services on tablet computers and smartphones.

The popularity of online shopping continues to erode sales of conventional retailers. For

example, Best Buy, the largest retailer of electronics in the U.S. in August 2014 reported

its tenth consecutive quarterly dip in sales, citing an increasing shift by consumers to online

shopping. Amazon.com has the largest market share in the United States. As of May 2018,

a survey found two-thirds of Americans had bought something from Amazon (92% of those

who had bought anything online), with 40% of online shoppers buying something from

Amazon at least once a month. The survey found shopping began at amazon.com 44% of

the time, compared to a general search engine at 33%. It estimated 75 million Americans

subscribe to Amazon Prime and 35 million more use someone else's account.

There were 242 million people shopping online in China in 2012. For developing countries

and low-income households in developed countries, adoption of e-commerce in place of or

in addition to conventional methods is limited by a lack of affordable Internet access.

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COMPANY PROFILE

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LENSCART

Peyush, is the founder & CEO of the company Valyoo

Technologies, which is the parent company of LensKart. He

pursued his Bachelor’s in Electrical Engineering — IT, Control

& Automation from McGill University, Canada in 2006. Before he returned to India to

pursue his PG in Management from IIM, Bangalore Peyush worked as a Program Manager

with Microsoft for a year.

During his IIM days, he launched his company, Valyoo Technologies with Search My

Campus as the first business portal in 2007. It was a classifieds site for students that went

beyond accommodation to books, part-time jobs, carpool facilities, and internship

opportunities. His motto was to solve any and every issue that a student might have.Search

My Campus was a big hit, but Peyush wanted to explore it in the e-commerce world. While

exploring opportunities, he came across the eyewear segment which was even ignored by

the big boys of e-commerce, viz., Amazon & eBay. He launched Flyrr.com — which was

focussed on the eyewear market in the US.

Flyrr was gaining good traction and this prompted him to test the waters in the Indian

markets and launched Lenskart in November 2010. They started with just selling contact

lenses and added eyeglasses a few months later. Finally, in March 2011 they added

sunglasses to their portfolio and placed themselves in the fashion accessory segment.

The company had a valuation of $1.5 billion by Dec 2019 after Softbank invested around

$275 million. Peyush Bansal, a former Microsoft employee, founded Lenskart in 2010

along with Amit Chaudhary and Sumeet Kapahi.

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Financial backers of Lenskart include TPG Growth, International Finance Corp, and

Adveq Management. Ratan Tata (of Tata Sons) and S Gopalakrishnan (of Infosys) have

also invested in Lenskart. In March 2018 Wipro Chairman Azim Premji invested 400cr in

the group taking the valuation of the company to 3000 Crore. By 2016 Lenskart had

become one of the two top optical chains in India, along with Titan Eye Plus. Its

manufacturing facility in Delhi manufactures 300,000 glasses a month.

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PRODUCT OFFER BY LENSKART

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Some product offered by lenskart

 Progressive Eyeglasses.

 Half Rim Frames. Geometric Frames.

 Collection - Crystal Clear. Gradient. Sleek Steel. Switch - Magnetic Clips-On. Air

Flex. Air Wrap. Classic Acetate. Series A. Indian Accent. Float Pop.

 Brands. Vincent Chase. Lenskart Air. OJOS. New Balance. Fossil. Lenskart

STUDIO.

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 Eyeglasses - Glasses, also known as eyeglasses or

spectacles, are vision eyewear with lenses (clear or

tinted) mounted in a frame that holds them in front of a

person's eyes, typically utilizing a bridge over the nose

and hinged arms (known as temples or temple pieces)

that rest over the ears.

 Computer glasses - Computer glasses are prescription

glasses that are designed to wear when doing computer

work. They allow you to focus your eyes on a computer

screen, which is farther away than reading material is

normally held.

 Contact lenses - Contact lenses, or simply contacts,

are thin lenses placed directly on the surface of the

eyes. Contact lenses are ocular prosthetic devices

used by over 150 million people worldwide, and

they can be worn to correct vision or for cosmetic

or therapeutic reasons. In 2010, the worldwide

market for contact lenses was estimated at $6.1 billion, while the US soft lens

market was estimated at $2.1 billion.

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 Sunglasses - Sunglasses or sun glasses (informally

called shades or sunnies; more names below) are a form

of protective eyewear designed primarily to prevent

bright sunlight and high-energy visible light from

damaging or discomforting the eyes. They can

sometimes also function as a visual aid, as variously

termed spectacles or glasses exist, featuring lenses that

are colored, polarized or darkened. In the early 20th century, they were also known

as sun cheaters (cheaters then being an American slang term for glasses)

 Kids glasses - children often wear glasses for several reasons,

such as: Improving vision. Strengthening vision in a weak or

amblyopic (lazy) eye. Improving the position of their eyes

(crossed eyes or misaligned eyes)

 Power sunglasses - Sunglass can provide protection

for eyes with power. If you are in need of power for

reading, writing, playing or for other activities you can

choose not to wear a general glass.

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RESEARCH STUDY

 Objective
 Hypothesis
 Limitations
 Scope

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OBJECTIVE OF STUDY

An aim to provide every single person access to high-quality designer glasses without

shelling out their pocket. We rocked our brains. We broke our backs to come up with a

plan that will not just change the way this industry works, but also will completely sweep

customer off their feet. It can only be achieved if we provide.

• To assess the satisfaction level of the online customers.

• On the basis of product & web features.

• To identify the respondents perception about online shopping.

• To analyze the possible factors that affect the buying from Lenskart.

• Lenskart exists to transform way people see and experience the world.

• A world where eyewear helps you DO MORE, BE MORE.

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HYPOTHESIS

Hypothesis is usually considered as the principal instrument in research. Its main function

is to suggest new experiments and observations. In fact, many experiments are carried out

with the deliberate objects of testing hypothesis

H0: Customers are not satisfied with the Lenskart’s Product and Service.

H1: Customers are satisfied with the Lenskart’s Product and Service.

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LIMITATIONS OF STUDY

 Competition to common vendors:

If you only sell your sunglasses online or in a retail shop, you may have a hard time

matching the sales volume of competitors, which could be a weakness if their greater

numbers give them better pricing from common vendors Barriers to entry:

Depending on how much storefront space rents for in your area, the barrier to entry might

be low which could mean extra competition.

 Pricing:

Selling sunglasses is limited flexibility in pricing. Go too high, and you may lose business

to the shops, kiosks and department stores that cost less.

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SCOPE OF STUDY

Online shopping has proved that shopping helps people to relieve their stress. People can

easily choose their favorite shopping store through which they can enjoy the best of

shopping while sitting at home. People have the convenience of purchasing anything while

sitting in any part of the world. Online shopping helps to purchase and sell products and

services over the internet without the need of going physically to the market. Online

shopping has made shopping painless and added more fun. Online stores offer product

description, pictures, comparisons, price and much more. The online stores can offer

products, to fulfill the needs of consumer cookies and be used for tracking the customer

selection over the internet. Online shopping makes use of digital technology for managing

the flow of information, products and payment between consumer, site owners and

suppliers. Online shopping grows in popularity. Cloths, Mobile and Tablets, Home Décor,

kitchen, footwear, jewellery and watches, camera and photography, consumer electronics,

computer and IT, home appliances, beauty and cosmetics, bags Wallets, sports, healthcare

and automobile products offered in online shopping. In India currently many online

shopping sites like, Shopclues, EBay, Tradus, Jabong offers splendid deals every day.

Online shopping is raising phenomenon in India. In past few years, so many online

shopping portals have come up with very good product range. Competition between these

stores is increasing day by day, and good purchase can be made through competitive

business.

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RESEARCH METHODOLOGY

 PRIMARY DATA
 SECONDARY DATA

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RESEARCH METHODOLOGY

What is Research…?

Research means search for facts in order to find answers to certain questions or to find

solutions to certain problems. It is often referred to as ‘scientific inquiry’ or ‘scientific

investigation’ into a specific problem or situation.

Methodology includes the overall research procedures, which are followed in the research

study. This includes Research design, the sampling procedures, and the data collection

method and analysis procedures. To broad methodologies can be used to answer any

research question-experimental research and non-experimental research. The major

difference between the two methodologies lies in the control of extraneous variables by the

intervention of the investigator in the experimental research.

DATA COLLECTION METHODS

There are two types of data.

 Primary data

 Secondary data

Primary data

The primary data is that data which is collected fresh and first hand and for first time

which is original in nature. Primary data for this project report is collected by:

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Primary sources would mainly be the semi structures interviews with some current and

prospective investors.

Secondary data

The secondary data are those which are collected by web-based, publication in the

newspapers, Magazines and information available in the Internet. Various tools and

techniques have been used to depict the data using graph and pie charts.

The data collected for the research purpose in this study is derived from secondary sources

only such as websites, magazines and books related to the topic.

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DATA ANALYSIS
AND
INTREPRETATION

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Data Analysis and Interpretation

Analysis of data –

Analysis of data is a process of inspecting, cleaning, transforming, and modeling data

with the goal of discovering useful information, suggesting conclusions, and supporting

decision making.

Data analysis has multiple facets and approaches, encompassing diverse technique under

a variety of names, in different business, science, and social science domains.

Interpretation Of Data –

Data interpretation is the study of scientific measurements and observations to develop

evidence for responding to a query. The common tools used for data interpretation are

electronic spreadsheets which are capable of sorting, graphing and searching data.

Interpretation is a communication process, made to reveal meanings and relationships of

our cultural and natural heritage, through involvement with objects, artifacts, landscapes

and sites. Interpreting therefore assigns a meaning to a particular subject of concern

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Interpretation :-

From the above pie chart we can analyse that 63.6 % are male , and 36.4 % are female

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Interpretation:-

From the above pie chart we can analyse that 81.8 % people knows about Lenskart and

18.2 % people don’t know about Lenskart.

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Interpretation:-

From the above pie chart we can analyse that some people like 18.2 % people like ofline

shopping and 81.2 % people likes online shopping.

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Interpretation:-

From the above pie chart showing that the customer trust to the company.

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Interpretation:-

From the above pie chart showing that how customers are coming through Lenskart how

customers are joining with lenskart.

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Interpretation:-

From the above pie chart showing that what things customers likes in lenskart.

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Interpretation:-

From the above pie chart showing that what customers are suggesting to lenskart to

improve.

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Interpretation:-

From the above pie chart showing which type of frames they are using now.

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Interpretation:-

From the above pie chart showing that which type of glass they buy form Lenskart.

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Interpretation:-

From the above pie chart showing that which kind of spectacles they buy from lenskart.

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HYPOTHESIS TESTING

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HYPOTHESIS TESTING

A hypothesis is a testable statement of what the researcher predicts will be the outcome of

the study.

Hypothesis is usually considered as the principal instrument in research. Its main

function is to suggest new experiments and observations. In fact, many experiments are

carried out with the deliberate objects of testing hypothesis.

H0: Customers are not satisfied with the Lenskart’s Product and Service.

H1: Customers are satisfied with the Lenskart’s Product and Service.

From the above Analysis, it is found that from the above given Hypothesis 1 the

alternate Hypothesis i.e., H1 “Customers are satisfied with the Lenskart’s Product and

Service.” is found to be true. Hence, accepted whereas null hypothesis i.e., H0 “Customers

are not satisfied with the Lenskart’s Product and Service.” is rejected.

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CONCLUSION

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CONCLUSION

 After analysing the data collected we can conclude that the customer’s are highly

satisfied with lenskart.

 By analysing the data of lenskart we can conclude that the company offering variety

of quality product which result’s the company give’s tough competition to other.

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SUGGESTION’S

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SUGGESTION’S
Lenskart is an Indian online retailer of eyewear, offering a wide range of eyeglasses,

sunglasses, and contact lenses. To improve customer satisfaction towards online shopping

with Lenskart, here are a few suggestions:

 User-friendly website: A user-friendly website with clear navigation and easy-to-

understand features can improve the overall shopping experience. It should be easy

to search and browse for products, add them to the cart, and complete the purchase.

 Detailed product descriptions: Detailed and accurate product descriptions, along

with high-quality images, can help customers make informed decisions about the

products they are interested in buying. This can reduce the chances of returns and

increase customer satisfaction.

 24/7 Customer Support: Providing a 24/7 customer support service can ensure

that customers have access to assistance whenever they need it. This can help

resolve any queries or concerns related to products or orders quickly, thus

enhancing customer satisfaction.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

https://en.wikipedia.org/wiki/Lenskart
https://lens.google.com
https://en.wikipedia.org/wiki/Online_shopping

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APPENDICS

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1. Gender of Respodents.

a) Male

b) Female

2. Do you know about Lenskart ?

a) Yes

b) NO

3. Which mode of shopping do you like most ?

a) Online

b) Offline

4. Is lenskart is a trusted Company to buy eyewear ?

a) Yes

b) No

5. How did you come up with Lenskart ?

a) Mouth publicity

b) Online advertisiment

c) Advertisement through media

d) Others

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6. What do you like in Lenskart ?

a) Quality

b) Best Services

c) Delevery on time

d) Best price options

7. Which kind of improvement you suggest us ?

a) Improve website quality

b) Improve in shipping service

c) Improve in customer services

d) Others

8. Which type of frame you use ?

a) CAT-EYE

b) Rectangle

c) Aviator

d) Others

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9. How many glass you buy from Lenskart ?

a) 1

b) 2

c) 3

d) others

10. Which kind of spectacles you buy from Lenskart ?

a) Sun glass

b) Fashionable glass

c) Suggested by ophthalmologist

d) Others

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