RESEARCH PROJECT REPORT

On

“A Comparative Study Of Customer Satisfaction

Towards Online Study Class With Respect To Byju
And Unacademy”
Towards partial fulfillment of
Master of Business Administration (MBA)
(BBD University, Lucknow)

Guided By: Submitted by:

Ms. Kavya Singh KSHITIJ SRIVASTAVA
Assistant Professor Roll No. 1210672138
(SOM, BBDU LUCKNOW) MBA 4th Semester

Session 2022-2023
School of Management
Babu Banarasi Das University
Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
PLAGIARISM CERTIFICATE
 DECLARATION

This is to declare that I, KSHITIJ SRIVASTAVA (University Roll No.

1210672138) student of MBA, have personally worked on the project entitled “A

Comparative Study Of Customer Satisfaction Towards Online Study Class With

Respect To Byju And Unacademy”. The data mentioned in this report were

obtained during genuine work done and collected by me. The data or information

obtained from primary (first-hand sources) and any other alternative sources are

absolutely acknowledged. The result and analysis embodied during this project has

not been submitted to the other University or Institute for the award of any degree.

KSHITIJ SRIVASTAVA
ROLL NO. 1210672138
MBA 4th Semester
BBD UNIVERSITY, LUCKNOW
 ACKNOWLEDGEMENT

First and foremost am indebted to the Almighty. It provides Pine Tree State immense

pleasure to position on record my feeling and reverence to my guide and supervising

faculty Dr. Seema Singh from Babu Banarasi Das University, Lucknow for all the

timely help and support rendered. But for her constant motivation, encouragement and

adept guidance during the entire course of research, my endeavor would not have

culminated in fruition. The sincerity and dedication put in by her for the sake of my

Research Report is remarkable. I would like to thank her for the opportunity I was

given to conduct my Research and further my Research Report under his guidance. I

am grateful to Prof. (Dr.) Sushil Pande, the Dean/Incharge -SOM of Babu Banarasi

Das University, Lucknow for sparing his valuable time for me on different

occasions. I really appreciate all the bank employees who provided the requisite data

for my research work. It was their cooperation and input that made this research

possible. I express my gratitude to all the library staff of Babu Banarasi Das

University, Lucknow. Close to my heart is the support of my dear Colleagues, family

and friends. They were always there for me with their wise counsel and sympathetic

ear. I could not have done any of this without you all. Thank you once again.

KSHITIJ SRIVASTAVA
ROLL NO. 1210672138
MBA 4th Semester
BBD UNIVERSITY, LUCKNOW
                                                           
 PREFACE

It was a privilege for me to work in a reputed organization. This has given us an

opportunity to work in a truly professional environment where team work score over

individual effort, where there is a helpful atmosphere. A well planned, properly

executed and evaluated training helps a lot in inoculating good work culture. The

project on “A Comparative Study Of Customer Satisfaction Towards Online

Study Class With Respect To Byju And Unacademy” has been made to facilitate

effective understanding about the marketing aspects. The project research has

provided me an opportunity to gain practical experience, which has helped me to

increase my sphere of knowledge to a greater extent. I have tried to summarize all our

experience and knowledge acquired up till now, in this report. This project is a keen

effort to obtain the expected results and fulfill all the information required. At the end

annexure and bibliography are given for effective understanding

 EXECUTIVE SUMMARY

This project report is prepared as the partial fulfillment of two year degree programme

of MBA curriculum of Babu Banarasi Das University, Lucknow. This Research

project is a compulsory part of the academics. This research is done in the fourth

semester of the MBA program.

Today employees expect quality of work life, more than financial benefits from the

organization. With the advent of new technologies, factors related to mental health in

Tata Motors Limited are taken into consideration more than ever. Studies have

revealed that one of the factors affecting the productivity of employees in an

organization is quality of work life. Another influential factor is job satisfaction which

is important in the improvement of work environment conditions and organizational

efficiency. Quality of work life is an experience which an employee feels about the

job and work place in organization. The purpose of this paper is to identify the

relationship between two variables like, quality of work life and job satisfaction. The

study is an attempt to explore the better understanding of quality of work life and

employee job satisfaction in Tata Motors Limited. Findings of the study will help the

management and employees of Tata Motors Limited to understand the level of quality

of work life of Tata Motors Limited employees.

The project is followed by 8 Chapters.

Chapter 1: Definition & concept of Employees Satisfaction and Quality of Work

Life at Tata Motors Limited

Chapter 2: Literature Review and Company Profile

Chapter 3: Research methodology, objective of research.

Chapter 4: Analysis & interpretation of collect data’s.

Chapter 5: Findings
Chapter 6: Suggestions & conclusions

Chapter 7: References

Chapter 8: Annexure

This report is an honest work towards the topic. There can be many short comings in

it because of the lack of the time, unavailability of data and other constraints.
 TABLE OF CONTENT

S. No Particular Page No.

1 Bona-fide Certificate of Dean -School of Management i

2 Plagiarism Certificate ii

3 Declaration iii

4 Acknowledgment iv

5 Executive Summary v

6 Introduction 1

7 Company Profile 12

8 Literature Review 27

9 Objective of the Study 37

10 Research Methodology 39

11 Data Analysis and Interpretation 43

12 Findings 64

13 Limitations of The Study 66

14 Suggestions and Recommendations 68

15 Conclusion 70

16 Bibliography 73

17 Annexure 76
CHAPTER - I
INTRODUCTION

1
 Chapter – I
INTRODUCTION

INTRODUCTION

A lot of research exists on the consumer buying behaviour and consumer satisfaction.

Understanding the expectation and perception of consumers is gaining more attraction

in the current business world. Also, various researches and studies have been done to

understand the learning-teaching methods. The modern approach of learning-teaching

is Constructivism which recognizes the learners’ understanding and knowledge based

on their own experiences. The modern methodologies of educating and learning are

exceptionally established in Constructivism. The facilitators build the information

through the dynamic cooperation of students. They direct their students to discover

answers for an issue. Educators utilize present- day conveniences like projectors,

various media helps, and online classes for educating. The way of teaching and

learning has been continuously changing in the past few years. The teacher or faculty

is not just content providers, they are now mentored and guide. Students need to

develop critical thinking, analytical, and problemsolving ability to enhance their

knowledge. Learning through videos has been a great way to develop these skills and

digital technology is playing a big role in creating and delivering such interactive

videos. There has been a shift in demand in the learning experience, parents and

students are more comfortable with online learning since it can be accessed from

anywhere and anytime. As valuation touches $8B, BYJU’S become the 3rd largest

unicorn in India as of January 2020. BYJU’S is leading the Indian Ed-Tech industry

by generating maximum revenue of around $205M as of March 2019. The company

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has been growing at a rate of 100% year on year for the last three years. It has 3

million subscribe users in India. BYJU’S is solving the core problem in the Indian

education system by providing quality content across the nation through the internet

which is accessible to most of the population. This paper aims at determining the

satisfaction of subscribers for BYJU’S products. It focuses on a group of primary and

higher school going students and analyzes their feedback on using BYJU’S products.

STATEMENT OF PROBLEM

E-learning being completely new to India and growing popularity of smart phones and

internet connectivity has given a platform to digital education. BYJU’S app is

subscribed by 3 million people all over the Country. So this study is for analyzing the

reasons for their satisfaction. Now in the market exists several competitions among

different e-learning apps. In this situation it is very important to know whether the

subscribers of BYJUS app are happy and satisfied with the app.

BYJU’S LEARNING APP

BYJU’S is an Indian multinational educational technology company, headquartered in

Bangalore , India. It was founded in 2011 by Byju Raveendran and Divya

Gokulnath ..BYJU’S is the world’s most valuable education technology company.

Raveendran, who was trained as an engineer, started coaching students to pass

mathematics exams in 2006.In 2011, he and his wife founded an educational company

with the help of his students offering online video-based learning programs for the K-

12 segment as well as competition exams. In 2012, Think and Learn entered both

Deloitte Technology Fast 50 India and Deloitte Technology Fast 500 Asia Pacific

ratings and has been present there ever since In August 2015, after 4 years of

developments, the firm launched BYJU’S: The Learning App. In 2017, Think and

Learn launched BYJU’S Math App for kids and BYJU’S Parent Connect app to help

3
parents track their child’s learning course. By 2018, it had 1.5 cr (15 million) users

and 900,000 paid users. In July 2019, BYJU’S won the sponsorship rights for The

Indian cricket team jersey, replacing its former sponsor OPPO. Shah Rukh Khan is

the brand ambassador for BYJU’S.

It also trains students for examinations in India such as IITJEE,NEET,CAT,IAS and

international examinations such as GRE and GMAT. Academic subjects and concepts

are explained with 12-20 minute digital animation videos. BYJU’S reports to have 4

crore (40 million) users overall, 30 lakh (3 million) annual paid subscribers and an

annual retention rate of about 85%. In 2019, the company announced that it would

launch its app in regional Indian languages . It also planned to launch an international

version of the app for English-speaking students in other countries. Recently, BYJU’S

launched new programs in its Early Learn App for students of kindergarten as well. In

April 2021, the company also announced the launch of “BYJU’S Future School” to be

led by Founder WhiteHat Jr and Karan Bajaj. The Future School aims to cross the

bridge from passive to active learning with an interactive learning platform blended

with coding and other subjects like Math, Science, English, Music and Fine arts

through storytelling. BYJU’S will launch the Future School in the USA, UK,

Australia, Brazil, Indonesia and Mexico in May.

Marketing refers to activities a company undertakes to promote the buying or selling

of a product, service, or good. It is one of the primary components of business

management and commerce. Marketers can direct their product to other businesses

(B2B marketing) or directly to consumers (B2C marketing). Regardless of who is

being marketed to, several factors apply, including the perspective the marketers will

use. Known as market orientations, they determine how marketers will approach the

planning stage of marketing. The term marketing, what is commonly known as

4
attracting customers, incorporates knowledge gained by studying the management of

exchange relationships and is the business process of identifying, anticipating and

satisfying customers’ needs and wants.

DEFINITIONS OF MARKETING

 According to American Marketing Association (AMA) as “the activity, set of institutions,

and processes for creating, communicating, delivering, and exchanging offerings that

have value for customers, clients, partners, and society at large”.

 Philip Kotler defined marketing as “Satisfying needs and wants through an exchange

process”. And a decade later defines it as “a social and managerial process by which

individuals and groups obtain what they want and need through creating, offering and

exchanging products of value with others.”

 The Chartered Institute of Marketing defines marketing as "the management process

responsible for identifying, anticipating and satisfying customer requirements profitably".

 Marketing is “a set of processes that are interconnected and interdependent with other

functions of a business aimed at achieving customer interest and satisfaction”

 Marketing can be defined as “the management process that seeks to maximise returns to

shareholders by developing relationships with valued customers and creating a

competitive advantage”.

MARKETING MIX

The term ‘marketing mix’ is a foundation model for businesses, historically centred

on product, price, place, and promotion (also known as the “4 Ps”). The marketing

mix has been defined as the “set of marketing tools that the firm uses to pursue its

marketing objectives in the target market”.

THE 4PSOF MARKETING MIX

The 4Ps of marketing is a model for enhancing the components of your “marketing

mix” – the way in which you take a new product or service to market. It helps you to

5
define your marketing options in terms of price, product, promotion, and place so that

your offering meets a specific customer need or demand.

PRODUCT

Product refers to the item actually being sold. The product must deliver a minimum

level of performance; otherwise even the best work on the other elements of the

marketing mix won’t do any good.

PRICE

Price refers to the value that is put for a product. It depends on costs of production,

segment targeted, ability of the market to pay, supply – demand and a host of other

direct and indirect factors. There can be several types of pricing strategies, each tied

in with an overall business plan. Pricing can also be used a demarcation, to

differentiate and enhance the image of a product.

PLACE

Place refers to the point of sale. In every industry, catching the eye of the consumer

and making it easy for her to buy it is the main aim of a good distribution or ‘place’

strategy. Retailers pay a premium for the right location.

PROMOTION

Promotion refers to all the activities undertaken to make the product or service known

to the user and trade. This can include advertising, word of mouth, press reports,

incentives, commissions and awards to the trade. It can also include consumer

schemes, direct marketing, contests and prizes.

FUNCTIONS OF MARKETING

GATHERING AND ANALYSING MARKET INFORMATION:

6
Gathering and analyzing market information is an important function of marketing.

Under it, an effort is made to understand the consumer.

MARKETING PLANNING:

In order to achieve the objectives of an organisation with regard to its marketing, the

marketer chalks out his marketing plan.

PRODUCT DESIGNING AND DEVELOPMENT

Product designing plays an important role in product selling. The company whose

product is better and attractively designed sells more than the product of a company

whose design happens to be weak and unattractive. In this way, it can be said that the

possession of a special design affords a company to a competitive advantage. It is

important to remember that it is not sufficient to prepare a design in respect of a

product, but it is more important to develop it continuously.

STANDARDISATION AND GRADING:

Standardisation refers to determining of standard regarding size, quality, design,

weight, colour, raw material to be used, etc., in respect of a particular product. By

doing so, it is ascertained that the given product will have some peculiarities.

PACKAGING AND LABELLING:

Packaging aims at avoiding breakage, damage, destruction, etc., of the goods during

transit and storage. Packaging facilitates handling, lifting, conveying of the goods.

Many a time, customers demand goods in different quantities. It necessitates special

packaging. Packing material includes bottles, canister, plastic bags, tin or wooden

boxes, jute bags etc. Label is a slip which is found on the product itself or on the

package providing all the information regarding the product and its producer. This can

either be in the form of a cover or a seal.

BRANDING:

7
Giving of distinct name to one’s product is called branding. Thus, the objective of

branding is to show that the products of a given company are different from that of the

competitors, so that it has its own identity.

CUSTOMER SUPPORT SERVICE:

Customer is the king of market. Therefore, it is one of the chief functions of marketer

to offer every possible help to the customers. A marketer offers primarily the

following services to the customers:

 After-sales-services

 Handling customers’ complaints

 Technical services

 Credit facilities

 Maintenance services

PRICING OF PRODUCTS:

It is the most important function of a marketing manager to fix price of a product. The

price of a product is affected by its cost, rate of profit, price of competing product,

policy of the government, etc. The price of a product should be fixed in a manner that

it should not appear to be too high and at the same time it should earn enough profit

for the organisation.

PROMOTION:

Promotion means informing the consumers about the products of the company and

encouraging them to buy these products. There are four methods of promotion: (i)

Advertising, (ii) Personal selling, (iii) Sales promotion and (iv) Publicity. Every

decision taken by the marketer in this respect affects the sales. These decisions are

taken keeping in view the budget of the company.

8
Physical Distribution:

Under this function of marketing the decision about carrying things from the place of

production to the place of consumption is taken into account. To accomplish this task,

decision about four factors are taken. They are: (i) Transportation, (ii) Inventory, (iii)

Warehousing and (iv) Order Processing. Physical distribution, by taking things, at the

right place and at the right time creates time and place utility.

9
TRANSPORTATION:

Production, sale and consumption-all the three activities need not be at one place. Had

it been so, transportation of goods for physical distribution would have become

irrelevant. But generally it is not possible. Production is carried out at one place, sale

at another place and consumption at yet another place. Transport facility is needed for

the produced goods to reach the hands of consumers. So the enterprise must have an

easy access to means of transportation.

STORAGE OR WAREHOUSING:

There is a time-lag between the purchase or production of goods and their sale. It is

very essential to store the goods at a safe place during this time-interval. Godowns are

used for this purpose. Keeping of goods in godowns till the same are sold is called

storage.

CUSTOMER SATISFACTION

Customer satisfaction is a term used to describe to scenario when an exchange meets

the needs and expectations of its users. It captures the provisions of goods or service

that fulfil the customers’ expectations, as a business term, can also be used to measure

how the supply of products or services surpasses customer expectations factors

influences customer satisfaction. Consumer behaviour refers to the selection,

purchase, and consumption of goods and services for the fulfillment of their basic and

fundamental needs. There are different phases involved in consumer behaviour.

Initially, the consume rinds the needs and then goes for the selection and budgets the

commodities and takes the decision to consume. Product quality, price, service or

fairness, product features are some of the factors that influence the customer

satisfaction.On the other hand, several factors like cultural, social, personal,

psychological factors influence the purchasing behaviour of the consumer.

10
 CULTURAL FACTORS

Culture is crucial when it comes to understanding the needs and behaviour of an

individual. The values, perception, behaviour and preference are the factors basically

learned at the very early stage of childhood from the people and the common

behaviours of the culture. Norms and values are carried forward by generations from

one entity to the other. Culturalfactors represents the learned values and perceptions

that defines consumer wants and behaviours. Consumers are first influenced by the

groups they belong to but also by the groups(inspirational groups) they wish to belong

to.

 SOCIAL FACTORS

Human beings live in an environment surrounded by several people who have

different buying behaviour. A persons’ behaviour is influenced by small groups like

family, friends, social networks, and surroundings who have different buying

behaviour. These groups form an environment in which an individual evolves and

shape the personality. Hence, the social factor influence the buying of an individual to

a great extent.

 PERSONAL FACTORS

This consumer behaviour includes personal factors such as age, occupation, economic

situation, and lifestyle. Consumer changes the purchase of goods and services with the

passage of time. Occupation and the economic situation also have a significant impact

on buying behaviour. On the other hand, a person with low income choose to

purchase inexpensive services. The lifestyle of customers is another crucial factors

affecting the consumer buying behaviour. Life style refers to the way a person lives in

a society and is expressed by the things in the surroundings.

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 PSYCHOLOGICAL FACTORS

Many psychological factors like motivation, perception, learning, and attitudes and

beliefs play a crucial role in purchasing a particular product and services. To increase

sales and encourage the consumer to purchase the service organization should try to

create a conscious need in the consumer& mind which develops an interest in buying

the service. Similarly, depending on the experiences of the consumer& experiences,

beliefs, and personal characteristics, an individual has a different perception of

another. Attitude allows the individual to develop a coherent behaviour against the

class of their personality. Through the experience that the consumer acquire, the

customer develops beliefs which will influence the buying behaviour. The factors that

influence customer vary from people to people and by culture of the people. Hence,

for a successful consumer oriented market service provider should work as a

psychologist to procure consumers. By keeping in mind that affecting factors can be

made favourable and goal of consumer satisfaction can be achieved. The study of

consumer buying behaviour is gateway to success in the market. Overall the result

shows that the brand image, and perceives value, price, and health concern and quality

influences customer satisfaction.

IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction is extremely important because it is the way of getting feedback

from the customer in a way that they can use it manage and improve their business.

Customer satisfaction is the best indicator of how the business look like in the future.

Customer satisfaction is the best indicator of how the business looks like in the future.

Customer satisfaction helps in doing SWOT analysis that could help them to develop

their business in an advance and in a systematic way. Besides this, it will also help in

making the right decision to use the appropriate resources while manufacturing the

12
products. Similarly, it maintains the relationship with the existing customers and also

creates the possibility to acquire others.

CONSUMER

The consumer is the one who pays to consume goods and services produced. As such,

consumer plays a vital role in the economic system of a nation. Without consumer

demand, producers would lack one of the key motivations to produce, to sell to

customers. The consumer also forms a part of the chain of distribution. An individual

who buys products or services for personal use and not for manufacture or resale. A

consumer is someone who can make the decision whether or not to purchase an item

at the store, and someone who can be influenced my marketing and advertisement.

Any time someone goes to a store and purchase a toy, shirt, beverage, or anything

else, they are making that decision as a consumer.

CUSTOMER

Customer is a person who uses the products of a business or organization regularly. In

other words a consumer regularly use a particular product of a particular company is

known as a customer. Normally the customers purchase durable goods from the

market.

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CONSUMER BUYING BEHAVIOR

Consumer buying behavior define consumer buying behavior is the sum total of a

consumers attitudes, preferences, intentions, and the decisions regarding the

consumers behavior in the market place when purchasing a product or service. The

study of consumer behavior draws upon social science disciplines of anthropology,

psychology, sociology, and economics. Standard behavioral model the standard model

of consumer behavior consist of methodical and structured process. Let us take a brief

look at each step.

PROBLEM RECOGNITION-

The first step is problem recognition. During this step, the consumer realizes that

she/he has an unfulfilled need or want. Let us use the example of consumer who has

just been informed by her mechanic that fixing her car will cost more than its worth.

Our consumer realizes that she now has a transportation problem and wants to fulfill

that need with a purchase of a car.Information searchThe next step is together

information relevant to what you need to solve the problem. In our example, our

consumer may engage in research on the internet to determine the types of vehicles

available and their respective features.

VALUATION-

After information is gathered, it is evaluated against a consumers needs, wants,

preferences, and financial resources available for purchase. In our example, our

consumer has decided to narrow her choices down to three cars based upon price,

comfort, and fuel efficiency.

14
PURCHASE –

At this case, a consumer will make a purchasing decision. The ultimate decision may

be based on factors such as price or availability. For example, our consumer has

decided to purchase a particular model of car because its prize was the best she could

negotiate and the car was available immediately.

15
CHAPTER - III
LITERATURE
REVIEW

16
 Chapter – 3

LITERATURE REVIEW

LITERATURE REVIEW

A scale of previous studies was used to assess the degree of innovation, “A literature

review is a text of scholarly paper, which includes the current knowledge include

substantive findings, as well as theoretical and methodological contribution to a

particular topic. Literature review are secondary sources, do not report new or original

experimental work.”Some of the literature reviews related to the study are:

Dr. Sangeeta Mukherjee (March 2020): The technological innovations that are

adopted by BYJU’S are highly helpful to students to understand basic and complex

concepts in a very short time. The BYJU’S App uses web-based learning, visual

learning, and personalized learning which altogether provide an immersive learning

experience to students. One of the findings is that the advertisement claims that the

App makes an interactive learning experience. The premium subscription is a bit

costly for the average earning Indian consumer.

RR Chavan, Abhishek Shukla (August, 2018): Using technology as an enabler and

unique combination of media and content adopted by BYJU’S helps it to create a

learning app for students. This paper also discusses the approach of e-

entrepreneurship taken by the founder of BYJU’S to start Edtech Company to serve

maximum students through a digital platform. Also, the emerging digital technology

will provide new opportunities to a new venture in different business sectors.

Mohd Shoaib Ansari (January 2017) Learning applications are expanding among

students. Found that portable learning applications can be extremely helpful in the

17
advanced education condition. Moreover, the outcomes appeared that the students

have sufficient information and attention to utilize portable innovation and the Web in

their instructive condition. Mobile App for learning is popular in higher education in

India. Furthermore , it is also found that student is aware of mobile Apps which

provides learning contents.

Dr. BADA, Steve Olusegun (December 2015) Found that process of learning is

individual to the learner. The learner tries to relate each and everything to the real

world what he or she has learned. Constructivism refers to self-learning and knows

how to learn things more conceptually. It emphasized critical thinking and decision

making.

IBEF (April 2019) Online education in India is growing fast and many student have

access to smart phones, computers, and the internet. Integrating technology is the

need of the hour since everything is going digital. India has the largest K-12 students

in the world with over 260 million students. Also, there is a rise in low-cost smart

phones, accessibility to the internet among the students is increasing.

Forbes (October 2019) found that the backbone of BYJUS app personalized learning

is its rich learning profile. Graphs of over one lakh concepts and relationships that

have been created to design personal learning journeys -- videos, questions, adaptive

flows, quizzes, flashcards, correctional learning video, and so on. Additionally, the

learning content is also tagged to multiple other properties and parameters. This

content is tagged at the sub micro concept level which helps the algorithms create a

smooth learning curve for the student so that they feel challenged, yet motivated

Financial Times (December 2019) Found that, BYJU’s has around 3 million

subscribers who are school going students. BYJU’S has made India an emerging

18
ground for testing the Ed-tech industry. It is estimated by KPMG and Google that

India’s online learning sector will reach $2B by 2021.

The Indian Express (April 2020): After nationwide lockdown in India, there was an

increase of 150% in new enrollment on the BYJU’s App. BYJU’s has also started free

live classes on its platform for class 4 to class 12 students in India.

Business Insider, India (December 2019): Found that BYJU’s secret of success is

engagement and effectiveness. By adding interactive videos and media on its

platform, it has made the learning fun and interactive. In 2018, BYJU’s spend

Rs.185.5 Cr on advertising.

Jared Keengwe, Terry T Kidd, (2010): This article examines a review of literature

related to online learning and teaching. The authors provide a brief historical

perspective of online education as well as describe the unique aspects of online

teaching and learning. The barriers to online teaching, the new faculty roles in online

learning environments, and some implications for online learning and teaching are

also provided. This article is intended to stimulate reflections on effective strategies to

enhance faculty success in their transition from traditional pedagogical platforms to

online learning and teaching.

Jan Herrington, Ron Oliver, Thomas C Reeves (2003): The use of authentic

activities within online learning environments has been shown to have many benefits

for learners in online units and courses. There has been renewed interest in the role of

student activities within course units, as constructivist philosophy and advances in

technology impact on educational design and practice. Courses based on these

principles have been used successfully across a wide variety of discipline areas. In

spite of the growing evidence of the success of authentic learning environments, they

are not without their problems. They discuss patterns of engagement that have

19
emerged from our own research on authentic learning tasks, in particular, the initial

reluctance to willingly immerse in learning scenarios that some students experience,

and the need for the suspension of disbelief before engaging in the task. The paper

proposes ten characteristics of authentic activities, based on educational theory and

research, which have been used as criteria for the selection of existing online units or

courses for in depth investigation. The paper includes a short review of the literature,

a description of the research and some preliminary findings and identification of

issues related to the necessity for students to willingly suspend disbelief in order to

fully engage in learning scenarios based on authentic tasks.

Raven M Wallace(2003): Online learning has become a widespread method for

providing education at the graduate and undergraduate level. Although it is an

extension of distance learning, the medium requires new modes of presentation and

interaction. The purpose of this article is to provide an overview of the existing

literature in communications, distance education, educational technology, and other

education-related fields, to articulate what is currently known about online teaching

and learning, how the field has been conceptualized in the various research

communities, and what might be useful areas for future research. The review indicates

that, although there has been extensive work to conceptualize and understand the

social interactions and constructs entailed by online education, there has been little

work that connects these concepts to subject-specific interactions and learning. That

is, the literature provides insights into social aspects of online teaching and learning

such as the development of community, the social roles of teachers and students, and

the creation of online presence. The review recommends future research into how

these social, personal, and interpersonal aspects relate to subject matter learning, the

impact of differences in subject matter, and how students learn online.

20
Ritanjali Panigrahi,Praveen Ranjan Srivastava, Dheeraj sharma(2018): The use

of Technology to facilitate better learning and training is gaining momentum

worldwide, reducing the temporal and spatial problems associated with traditional

learning. Despite its several benefits, retaining students in online platforms is

challenging. Through a literature review of the factors affecting adoption, the

continuation of technology use, and learning outcomes, this paper discusses an

integration of online learning with virtual communities to foster student engagement

for obtaining better learning outcomes. Future directions have been discussed , the

feedback mechanism which is an antecedent of students’ continuation intention has a

lot of scopes to be studied in the virtual community context. The use of Apps in m-

learning and the use of cloud services can boost the ease and access of online learning

to users and organizations.

Rebecca A Croxton, (2014): Enrollment in online courses is rapidly increasing and

attrition rates remain high. This paper presents a literature review addressing the role

of interactivity in student satisfaction and persistence in online learning. Empirical

literature was reviewed through the lens of Bandura’s social cognitive theory,

Anderson’s interaction equivalency theorem, and Tinto’s social integration theory.

Findings suggest that interactivity is an important component of satisfaction and

persistence for online learners, and that preferences for types of online interactivity

vary according to type of learner. Student–instructor interaction was also noted to be a

primary variable in online student satisfaction and persistence.

21
CHAPTER - IV
OBJECTIVES OF
THE STUDY

22
 Chapter – 4

OBJECTIVES OF THE STUDY

OBJECTIVES OF THE STUDY

 To find out the factors motivating customers to prefer BYJU’S learning app

 To identify the satisfaction level of BYJU’S learning app.

 To know about the performance and quality of BYJU’S learning app.

23
CHAPTER - V
RESEARCH
METHODOLOGY

24
 Chapter – 5

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

25
CHAPTER - VI
DATA ANALYSIS
&
INTERPRETATION

26
 Chapter – 6

Data Analysis and Interpretation

27
CHAPTER - VII
FINDINGS

28
 Chapter – 7

Findings

FINDINGS

29
CHAPTER - VII
LIMITATIONS OF
THE STUDY

30
 Chapter – 7

LIMITATIONS OF THE STUDY

LIMITATIONS OF THE STUDY

31
CHAPTER - VIII
SUGGESTIONS
AND
RECOMMENDATIONS

32
 Chapter-8

Suggestions and Recommendations

SUGGESTIONS AND RECOMMENDATIONS

33
CHAPTER - IX
CONCLUSION

34
 Chapter-9
Conclusion

CONCLUSION

35
BIBLIOGRAPHY

36
 BIBLIOGRAPHY

BIBLIOGRAPHY

37
ANNEXURE

38
 QUESTIONNAIRE

NAME:

39