AN EVALUATION OF WEB SERVICES USED BY CUSTOMERS OF SELECTED SMALL SCALE INDUSTRIES IN SANGLI-MIRAJ MIDC Dr. S.T. Bhosale Asst. Prof.

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1 AN EVALUATION OF WEB SERVICES USED BY CUSTOMERS OF SELECTED SMALL SCALE INDUSTRIES IN SANGLI-MIRAJ MIDC Dr. S.T. Bhosale Asst. Prof., VPIMSR, Sangli Abstract- The concept of e-service (short for electronic service) represents one prominent application of utilizing the use of (ICTs) in different areas. Purpose of this study is to identify the impact of e-services on selected businesses in sangli city. Nowadays e- commerce, e-business and financial services industry have increasingly become a necessary component of business strategy and a strong catalyst for economic development. Increased use of mobile services and use of internet as a new distribution channel for banking transactions and international trading requires more attention. The development and the increasing progress that is being experienced in the information and communication technology have brought about a lot of changes in almost all facets of business. This study is based on primary survey in which researcher collects data from various businesses in sangli city via structured questionnaire to identify impact of e-services on selected businesses. Keywords- e-service, ICT, e-commerce, e-business, internet. 1. INTRODUCTION: Online services are convenient, easy to access and more transparent. These services helps business to manages its finance, transfer money, customer service and feedback, publishing organizational information, product information, interacting with customers, identifying expectations of customers, suppliers etc. 24/7 access is provided by e-services via a desktop, laptop, tablet or mobile phone using internet. It also means you can do your business online on your own time, anywhere if you have an Internet connection. Different web sites, mail services, e-banking services, social networking were used in business. Following are features of e-services:- Acceptance, Accessibility, Administrative Literacy, Efficiency, Security, Usability. 2. SCOPE OF THE STUDY Sangli is an industrial hub for many industries like Menon Piston, Mahabal Steels, Chitale Dairy, Samruddhi Plastics. Industrial scenario of Sangli district: Table1.: Industrial scenario in Sangli district at a glance S. No. Category Cumulative figures up to March 2012 Number of enterprises Employment generation Mfg. Service Total Mfg. Service Total 1 Micro Small Medium Total Large scale products Source: (BRIEF INDUSTRIAL PROFILE OFSANGLI DISTRICT, MSME DEVELOPMENT INSTITUTE Ministry of MSME, Govt. of India) Above table depicts that, there are many small, medium and large industries in a sangli district. Therefore study on impact of e-services on business having wide scope in sangli district. But for time being limited and economic expenditure researcher has decided to selected business firms only in sangli city Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/35

2 3. PURPOSE OF THE STUDY Main purpose of the study is to identify identify the existing e-services and to give suggestion for improving e-services therefore it is benefited to those organizations which are using e-services for their business. 4 OBJECTIVES 1. To study the use of e-services in selected businesses in MIDC, sangli city. 2. To study impact of e-services on selected businesses. 5. HYPOTHESES Usage of e-services in business accelerates growth of the business. 6 RESEARCH METHODOLOGIES 6.1 RESEARCH DESIGN To study the impact of e-services on the selected businesses in sangli city, structured questionnaire will be prepared and data is collected from various businesses who are using e-services in their daily businesses transactions. 6.2 SAMPLING In sangli city various businesses are there like- hotels, retail shops, medical stores, mobile shopee, manufacturing firms, foundries, cloth shops, jewelry shops, super markets, banks, post office, super market, hospitals, showrooms, government offices, educational institutes, cold storages etc. Following table shows the manufacturing and service firms is sangli city. Table 2: Sample size in Sangli city Sr. No. Manufacturing Firms Service Firms Total Available Selected (10%) Available Selected (10%) In sangli city there are near about 163 manufacturing firms among that 10% i.e. 16 has been selected and among 276 service firms 10% i.e. 28 service firms has been selected for study purpose. These firms were selected using random sampling technique. For the present study service users from above (i.e. 44) organizations has been selected based on the availability and more usage of e-services. 6.3 DATA COLLECTION AND ANALYSIS PROCEDURES Data is collected in through structured questionnaire. Collected data will be present in suitable table form, graphical form and interpreted. Statistical techniques like mean, mode, standard deviation, correlation, chi-square test and or SPSS etc. will be used for testing hypotheses. 6.4 SOURCES OF DATA Primary sources: Questionnaire, observation, discussions, Interview. Secondary Sources: Books, Research articles, Internet, Published and unpublished theses, Magazines, News papers. 7. DATA ANALYSIS AND INTERPRETATION Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/36

3 A) PROPORTION OF MALE RESPONDENTS AND FEMALE RESPONDENTS Table No:-1 Gender Respondent Percentage Male Female Male Female :- From the above table(table 1)it is clear that among total website respondents there are 84% male respondents and 16% women respondents which are selected on the basis of frequently usage of the website. Since the majority of respondents are Male. B) CLASSIFICATION OF RESPONDENT ACCORDING TO AGE GROUP:- Table No.2 Age Respondent Percentage years years years & above years 7 7 Table No years years years :- From the above table (table2) it is clear that among total website users, 43% respondents are from 20 to 30 years age group, 32% respondents from 30 to 40 years age group, 18% respondents from40 to 50 years age group and 7% respondents are from 50 & above. Majority of the respondents are from age groups. C) CLASSIFICATION OF RESPONDENT ACCORDING TO EMPLOYEE/EMPLOYER Table no: - 3 Particulars Respondent % Employee Employer :- 0 Employee Employer From the above table (table 3) it is clear that among 79% of respondents are employers where as 21% respondents are employees. Therefore it is concluded that 79% of respondents are employers. Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/37

4 D) PROPORTION OF FINDING THE WEBSITE Table No -4 Search Engine 22 22% Newspaper/Magazine article 35 35% Friend or business associates 18 18% Advertisement 9 9% Don t know/don t remember 7 7% Other 9 9% % From above graph it is clear that among total customers there are 22% respondents who find the websites through search engine, 35% of respondents are find website through newspaper/magazine article, 18% of respondents who find website through friend or business associates 9% of respondents are find website through advertisement, 7% of respondents are find website through don t know/don t remember, 9% of respondents who find website through other sources. From the above table it is concluded that majority of the respondents (i.e.35%) are known the website from newspaper/magazine article. E) PROPORTION OF VISITING OUR WEB SITE:- Table No -5 Everyday 10 10% Several times a week 26 26% Once in a week 13 13% Several times a month 45 45% Once in a month 6 6% % Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/38

5 Название диаграммы Everyday Several times a week Once in a week Several times a month Once in a month Ряд1 From above graph it is clear that among total respondents there are 10% respondents are visit the website everyday, 26%respondents are visit the website several times in a week, 13% respondents are visit the website once in a week, 45% respondents are visit the website several times in a month, & 6% respondents are visit the website once in a month. From the above table it is concluded that majority of the respondents (i.e.45%) visit the website several times a month. F) PROPORTION OF ORGANIZATIONS WEB SITE IS CLEAR & LOGICAL :- Table No -6 Yes 67 67% No 33 33% % Yes No From above graph it is clear that among total respondents there are 67% respondents are says the website is logical & clear, 33% respondents are says the website is not logical & clear. Since 67% of respondents agreed on contents of the organization is clear and logically well presented. G) PROPORTION OF WORKING HOURS ON WEBSITE Table No -7 0 to % 1 to % 2 to % 4 to % More than % % 0 to 1 1 to 2 2 to 4 4 to 10 More than 10 Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/39

6 From above graph it is clear that among total respondents there are 37% respondents are spend their time in working on website 0 to 1 hour in a week, 24% respondents are spend their time in working on website 1 to 2 hour in a week, 18% respondents are spend their time in working on website 2 to 4 hour in a week, 12% respondents are spend their time in working on website 4 to 10 hour in a week, 9% respondents are spend their time in working on website more than 10 hour in a week. H) OPINION OF AVAILABILITY OF DOWNLOADING PRODUCT INFORMATION WITH SPEED Table No -8 Good 38 38% Average 37 37% Poor 20 20% Very Poor 5 5% 5% 20% 37.50% 37.50% Good Average Poor Very Poor From above graph it is clear that among total respondents there are 38% respondent are good in downloading the product information with speed, 37% respondent are average in downloading the product information with speed, 20% respondent are poor in downloading the product information with speed, 5% respondent are very poor in downloading the product information with speed. Since 38% respondents are says good as well as average downloading product with speed. I) PROPORTION OF PRODUCT INFORMATION IS TIMELY AVAILABLE AND UP-TO- DATE:- Table No 9 Strongly agree 25 25% Agree 28 28% Strongly Disagree 10 10% Disagree 7 7% Undecided 30 30% 40% 30% 20% 10% 0% Strongly agree Agree Strongly Disagree Disagree Undecided From above graph it is clear that among total respondents there are 25% respondents are strongly agree for the information is timely available & up-to-date, 28% respondents are agree for the information is timely available & up-to-date, 10% respondents are strongly disagree for the information is timely available & up-to-date, 7%respondents are disagree for the information is timely available & up-to-date, 30% respondents are undecided for the information is timely available & up-to-date. Since 30% respondents are undecided for information is up-to-date. J) PROPORTION OF OTHER SERVICES EXPECT FROM THE WEB SITE Table No.10 Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/40

7 Product comparison 18 18% Product delivery information % Online bill generation 20 20% Online tracking of product 15 15% E-Payment % SMS alerts 8 7.5% Product comparison Product delivery information Online bill generation From above graph it is clear that among total respondents there are 18% respondents are product comparison service expect from website, 21% % respondents are product delivery information expect from website, 20% respondents are online bill generation service expect from website, 15% respondents are online tracking of product service service from website, 18% respondents are E-payment service expect from website, 8% respondents are SMS alerts service expect from website. Therefore, 21% respondents are product delivery information is expect from website. K) PROPORTION OF INTERACTION ON DESKTOP, MOBILE, I-PAD, LAPTOP, PALMTOP :- Table No.11 Particular Respondent Percentage Good Average Poor Very poor Respondent Good Average Poor Very poor Respondent From above graph it is clear that among total respondents there are 70% respondents opined that web site having good interaction on desktop, mobile, i-pad, laptop, palmtop, 15%, respondents opined as average interaction on desktop, mobile, i-pad, laptop, palmtop, 10% respondent opined as poor interaction on desktop, mobile, i-pad, laptop, palmtop, 5% respondent are saying very poor interaction on desktop, mobile, i-pad, laptop, palmtop. Since, majority respondents (i.e.70%) are say interaction using desktop, mobile, i-pad, laptop & palmtop is good. L) PROPORTION OF WEBSITE SUPPORTIVE FOR ONLINE SALES & PURCHASE Table No.12 5% Yes Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/41 95% No

8 Yes 5 5% No 95 95% From above graph it is clear that among total respondents there are 5% respondents are saying yes for website is supportive for online sales & purchase, 95% respondents are opined that present website is not supportive for online sales & purchase. Since, the majority respondents (i.e.95%) are opined that, website is not supportive for online sales & purchase. 8. FINDINGS, RECOMMENDATIONS & CONCLUSION A. MAIN FINDINGS 1. From the table no. 4 it is observed that the majority of respondents are find the website from friends or business associates. 2. From the table no.6 it is clear that the contents, presentation of the organizations information on website is easy & clear to understand. 3. From the table no.9 it is clear that the organization should make provision for fast downloading the product information on web site. 4. From the table no.13 it is observed that timely and up-to-date information should be made available to the customers so that they can easily get updated about the information. 5. From the table no.14 it is clear that company should provide the product comparison, product delivery information, e-payment, SMS alerts these services are expect from organization. B. RECOMMENDATIONS 1. Company should provide facility of customer feedback form. 2. Company should provide the product information in Marathi, Hindi language. 3. Company should provide the online sales & purchase facility. 4. Company should provide detail product delivery information via . C. CONCLUSION A website can be valuable tool to any organization. Planning, developing a website properly is the only way to ensure that the website will be successful. The study is more helpful to the manufacturing and retail companies in Sangli Miraj city by upgrading changes needed for improving quality of website. Proper and accurate information should be updated so that the customers can get timely information regarding products and the company and in future there is more benefits to those companies. REFERENCES 1. Andrade, C Banking products and services in Indian institute of banking and Finance, Mumbai. 2. Bannister F. (2007). The curse of the benchmark: an assessment of the validity and value of e-government comparisons, International Review of Administrative Sciences, 73 (2), Codagnone, C. Undheim T.A (2008). Benchmarking egovernment: tools, theory, and practice. European Journal of epractice. Nº 4 August GAO.(2002). E-Government: Proposal addresses Critical Challenges. U.S General Accounting Office, Govt of the USA of Grönlund, Å., Hatakka, M. and Ask, A. (2007) Inclusion in the E-Service Society Investigating Administrative Literacy Requirements for Using E-Services. 6th International Conference (EGOV 2007, Regensburg, Germany), 6. Jaeger, P.T. Assessing Section 508 compliance on federal e-government Web sites: A multi-method, user-centered evaluation of accessibility for persons with disabilities. Government Information Quarterly 23 (2006) Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/42

9 7. Kaylor, C., Deshazo, R. & Eck, D. V. (2001) "Gauging e-government: A report on implementing services among American cities". Government Information Quarterly (GIQ), 18(4), Laudon Kenneth, Traver Carol Guercio, E-Commerce (2005), Second Edition, pp , Pearson Education (Singapore), Pvt. Ltd. 9. Parasuraman, A., Zeithaml, V., Malhorta, A., E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Retailing 64 (1), Shalini, R. (2009). Are Mauritians ready for e-government services?. Government Information Quarterly 26 (2009) Sasser, W. Earl, Jr., R. Paul Olsen, and D. Daryl Wyckoff,1978. Management of Service Operations: Text and Cases. Boston, Allyn & Bacon 12. Usability of E-Government Web Sites for People with Disabilities, In Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS 03), IEEE Computer Society, Wu, Philip F. (2009). User Acceptance of Emergency Alert Technology: A Case Study. Proceedings of the 6th International ISCRAM Conference Gothenburg, Sweden Dr. S. T. Bhosale ijesird, Vol. III, Issue I July 2016/43