“A study of Impact of social media marketing on performance

of micro and small businesses”

DISSERTATION SUBMITTED TO THE

D.Y. PATIL UNIVERSITY SCHOOL OF MANAGEMENT
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR
THE AWARD OF THE DEGREE OF
BACHELORS OF BUSINESS ADMINISTRATION
Submitted By:
Tanishq Dixit
Roll no. BBA017049

Research Guide;
Dr. Roshni Sawant
D.Y. Patil University
School of ManagementCBD
Belapur, Navi Mumbai.
March 2019

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“A study of Impact of social media marketing on performance
of micro and small businesses”

DISSERTATION SUBMITTED TO THE

D.Y. PATIL UNIVERSITY SCHOOL OF MANAGEMENT
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR
THE AWARD OF THE DEGREE OF
BACHELORS OF BUSINESS ADMINISTRATION
Submitted By:
Tanishq Dixit
Roll no. BBA017049

Research Guide;
Dr. Roshni Sawant
D.Y. Patil University
School of Management
CBD Belapur, Navi Mumbai.
March 2019

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 DECLARATION

I hereby declare that the dissertation “A study of IMPACT OF SOCIAL MEDIA

MARKETING ON PERFORMANCE OF MICRO AND SMALL BUSINESSES”
submitted forFull time BBA Degree at D.Y. Patil University‟s School of Management
is my original work and the dissertation has not formed the basis for the award of any
degree, associate ship, fellowship or any other similar titles.

SIGNATURE OF THE STUDENT

PLACE: Mumbai

Date:

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 CERTIFICATE

This is to certify that the dissertation entitled “A Study Of IMPACT OF SOCIAL

MEDIA MARKETING ON PERFORMANCE OF MICRO AND SMALL
BUSINESSES” is the bonafide research work carried out by Mr.Tanishq Dixit,
student of Full time BBA, at D.Y. Patil University‟s School of Management during the
year 2017-2020 , in partial fulfilment of the requirements for the award of the Degree
of Bachelors in Business Management and that the dissertation has not formed the
basis for the award previously of any degree, diploma, associate ship, fellowship or
any other similar title.

Dr Roshni Sawant Dr. R. Gopal

Assistant Professor Director & HOD
D.Y.Patil University D.Y.Patil University
School of Management School of Management

Place: Mumbai

Date:

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 Acknowledgment

I express my sincere thanks to my project guide, Dr Roshni Sawant,Executive

Professor, BBA Department, D.Y.Patil School of Management for guiding me right
from the inception till the successful completion of the project. I sincerely
acknowledge her for extending their valuable guidance, support for literature, critical
reviews of project and the report and above all the moral support he/she/they had
provided to me with all stages of this project.

I would also like to thank the supporting staff BBA Department, D.Y.Patil School of
Management for their help and cooperation throughout our project.

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 CONTENTS
Chapter Title Page No.
No.
Title I
Declaration II
Certificate IV

Acknowledgement V
List of Abbreviations VIII

Executive Summary X

Chapter I Introduction 1
1.1 Introduction to Micro and Small Business 1

1.2 Introduction to Social Media 6

1.3 Statistics of Social Media Use in India 12

1.4 Introduction to Concept of Social Consumer 17

Chapter REVIEW OF LITERATURE 21

II
2.2 Research Gap 28

Chapter OBJECTIVES AND RESEARCH 32

III METHODOLOGY
3.1 Purpose of the Study 32

3.2 Objective of the Study 33

3.3 Hypothesis 35
3.4 Methods of Data Collection 36

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 3.5 Research Instrument 37

3.6 Sample Description 37

3.7 Data Analysis 38

3.8 Limitations of the Research 39

Chapter SOCIAL MEDIA MARKETING 41

IV
4.1 Introduction 42

4.2 Rise in Social Media Marketing 45

4.3 Social Media Marketing for Small Businesses 46

Chapter V ENGAGEMENT METHODS 50

5.1 Introduction 50
5.2 Importance of Engagement Methods 51
5.3 Engagement Techniques of Social Media 52
Tools
Chapter VI DATA ANALYSIS AND FINDINGS 65
Chapter CONCLUSION 84
VII
Chapter SUGGESTIONS AND 86
VIII RECOMMENDATIONS

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LIST OF TABLES

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LIST OF FIGURES

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 LIST OF ABBREVIATIONS

 ADS – Advertisements

– Business To Business

– Business To Consumer

– Chief Executive Officer

– Customer Relation Management

– Electronic Word Of Mouth

– Face Book

– Internet And Mobile Association Of India

– Indian Institute Of Management

– Indian Media Research Bureau

– Information Technology

– Bachelor Of Medicine And Bachelor Of Surgery

– Micro Small Enterprise

– Micro Small Medium Enterprises

– N S Raghavan Centre For Entrepreneurial Learning

– Procter And Gamble

– Rich Site Summary

– Search Engine Optimization

– Search Engine Results Page

– Social Media
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– Small Medium Business

– Social Media Marketing

– Social MediaOptimization

– Social Media Marketing World

– Top Level Domain

– United Nations Children Fund And Emergency Relief

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 EXECUTIVE SUMMARY

The exploration write about, "Effect of Social Media Marketing on execution of miniaturized
scale and private companies" is to consider how Micro and Small organizations can use social
media to enter their business sectors, achieve their clients and create connections in an individual
and direct way that can sling their image and raise their mindfulness as effectively as any
extensive business. The report likewise reveals the impact of social media on buyers' internet
purchasing choices.

Social media was a totally new thing four years prior, numerous individuals did not comprehend
what social media was and the impact it would have on all in our lives. It was an energizing
intuitive medium which all of a sudden surprised the world to such a degree, that it progressed
toward becoming something that no business, little or expansive, nearby or worldwide, could
bear to disregard. Today, there are more than 1.28 billion dynamic clients on Facebook alone,
right now the world's most prominent social system. Twitter, LinkedIn, Google+ and different
other social media destinations have countless dynamic clients too .Social Media has
significance for normal web clients, yet business also. Social media alludes to the methods for
connections among individuals in which they make, share, or potentially trade data and thoughts
in virtual networks and systems. Customarily, a private company would build up their
connections by going from way to-way to bring issues to light and develop their image. How
quick they accomplish this relies upon their financial plan and time accessible to their business.
Customarily, expansive organizations had the intensity of achieving their business sectors
through colossal promoting spending plan, which little organizations thought that it was hard to
battle the firm challenge from these extensive organizations. In the present business condition,
social media has turned into another promoting apparatus that is accessible to all organizations,
that immediately creates associations with potential clients. Social media does not require
tremendous interests as far as cash or time.

Social media is an apparatus which empowers independent ventures to achieve an expansive and
conceivably worldwide group of onlookers in a brief timeframe with moderately little vitality.
This has opened a totally different chance to the manner in which an independent venture can
create mindfulness about its products, administrations and promoting exercises and ready to
create connections by conveying positive picture and exchange about a brand. Social Media is an
insurgency. Individual, expert, and business perspectives are consolidated consistently, and in a
flicker of an eye, it advances outrageous broad entomb and intra correspondence and
cooperation. Not at all like customary media channels, which offer a single direction experience,
social media depends on a two-way intelligent experience between the buyer and the business.
Social Consumer, the term included the examination, is one who takes an interest in social

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business, social shopping, and counsels with social media and social systems when settling on
acquiring choices. Shoppers communicate with organizations or brands by means of social
media, for getting limits or coupons, perusing surveys as a major aspect of buying process as
clients explore item data before choosing to execute. Purchasers are happy to communicate with
organizations through social media for their advantage, and furthermore to choose whether social
media is the correct channel to use to get the esteem they look for and can help make trust for the
organization. That esteem could be as a coupon or explicit data. Drawing in with an organization
by means of social media may result in a sentiment of connectedness for buyers an enthusiastic,
impalpable addition however the desire for closeness isn't what drives a large portion of them.
For most purchasers, social media is tied in with drawing in with loved ones and getting to news
and amusement not collaborating with brands. Organizations are wagering that social media
communications will cause expanded client steadfastness.

Showcasing methodologies of different miniaturized scale and independent companies are

starting to incorporate social media as a profitable instrument to associate with an immense pool
of potential clients in ways that urge individuals to share data in a conversational way. Despite
the fact that advertisers have customarily centered the majority of their energies in guaranteeing
the best situation in the market. There is the likelihood that over the timeframe individuals will
begin to see social media destinations as the principle wellspring of all their data and
subsequently the best open door for smaller scale and small businesses will unfurl here.

Social media advertising has turned out to be progressively normal with the expanded prevalence
of sites, for example, Twitter, Facebook, LinkedIn, and YouTube. Social media promoting
alludes to advertising done through social media or social systems administration sites. While
most organizations and associations have their very own sites, it tends to be hard to achieve
clients not think about the association. Along these lines, numerous associations have thought
that it was valuable to build up a nearness on sites, for example, Facebook, LinkedIn, and Twitter
too. Social media advertising gives an ease chance to organizations to achieve huge quantities of
clients and increase brand acknowledgment. Since social systems administration sites as of now
have expansive set up online networks, organizations and associations can pick up introduction
by just making their essence felt on these sites. Associations can make custom social media
profiles, at that point construct their very own networks inside these destinations by including
clients as companions or devotees. Numerous organizations pull in clients by posting regular
updates and giving extraordinary ideas through their social media profile pages. While social
media advertising is an amazing web based showcasing instrument, it is commonly used to
enhance other promoting techniques as opposed to supplant them. Since pretty much any
organization or business and join a social systems administration site, it very well may be hard to
emerge from the group. Consequently, most organizations still depend on Web promoting and

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site improvement to create traffic to their sites. Social media advertising programs normally
focus on endeavors to make content that draws in consideration and urges perusers to impart it to
their social systems. A corporate message spreads from client to client and apparently resounds
in light of the fact that it seems to originate from a believed, outsider source, instead of the brand
or organization itself. Thus, this type of promoting is driven by listening in on others'
conversations, which means it results in earned media as opposed to paid media.

Thus the main objective of the study is:

*To identify the various types of business using Social Media for marketing

*To study the impact of Social Media on Business Performance

*To study the impact of various online promotional activities on the brand visibility

*To study performance of micro and small businesses after inclusion of social media marketing

The investigation in this manner endeavors to coordinate definitions and implications of

Marketing, miniaturized scale and private companies from different diverse floods of
contemporary research. A definite hypothetical assessment of Social Media, social media
apparatuses, social media advertising, commitment methods of social media showcasing utilized
by miniaturized scale and private companies, business advantages of Social Media Marketing is
then endeavoured

Methods of Data Collection

Essential information was gathered from smaller scale and independent companies and clients by
utilizing a polls intended to catch their discernment and utilization of social media.

The report presents itemized investigation to portray different perspectives identified with Social
Media Marketing and its impact on organizations and shoppers, in light of which certain
discoveries and end on the examination point are written down.

Online research polls were set up for the study, one for the private company and other for the
shopper. Survey was ordered with Multiple Choice shut finished inquiries as they are perfect for
ascertaining factual information and rates. Further explicitly Closed-Ended Importance

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Questions, Likert Questions, Dichotomous Questions, open finished inquiry to get clear data
about the subject were approached to gather information and accomplish the reason for study.

Limitations of the study

Utilization of online survey, is regularly speedier and less point by point. The burdens of this
strategy can be the avoidance of individuals who don't have a PC or versatile and furthermore
require web association. Likewise the legitimacy of such overviews are faulty as individuals may
be in a rush to finish it so probably won't give exact reactions and may not be happy to share
subtleties. Limitations of time and assets were inescapable. Territory of concentrate for smaller
scale and private companies was confined to Mumbai to show signs of improvement experiences
of neighbourhood showcase. And further more every one of the devices of social media
commitment are not investigated.

Major Findings of the Study

Social media in the present occasions, is the main action on the web, as larger part of the
respondents of the examination have been observed to utilize social media for over 3 years and
spend on a normal 4-5 hours on it daily. Individuals of any age are not effectively utilizing social
media. Respondents of the age aggregate from 15 to 35 are the most dynamic while respondents
above age gather 45 are commonly not occupied with social media for purchasing choices as
they lean toward customary technique for shopping. Statistic subtleties can be construed as the
respondents of the age gather 15-35 lead the study, showing that the more youthful age is
investing more energy in social media locales as they are signed in regularly. Dominant part of
the respondents found that social media is essential for their social life and they take part in it for
the most part to associate with family and companions, socializing and gathering the data.
Facebook is the most supported and prominent social systems administration site of the
respondents pursued by linkedin and twitter, in this manner data on these social systems
administration locales is by all accounts pertinent and of matter important to them. Dominant
part of the respondents barely got impacted by the perspectives and audits of the familywhat's
more, companions and furthermore the outside source, this may show that the basic leadership is
affected to the degree of obtaining data. Respondents do discover the pertinence in the ad they
see on social media locales and furthermore click on them here and there demonstrating they get
pulled in towards the brand and need to gather data about the equivalent however it may not
change over into a buy. They discover challenges, advancements, pictures, offers intriguing and
like to take part, which demonstrates that brand data do impact the respondents. To the extent the
shopping background is concerned, dominant part of the respondents who have shopped online
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reacted decidedly and were happy with the general understanding. The dimension of trust for
shopping on the web is fabricating step by step as dominant part respondents consented to have
shopped at some point or the other in the wake of tapping on the ad. Respondents are happy with
the after deals administration given by the organizations selling on the web and they have once in
a while tended to the complaint, which can be a stage towards trust building and relationship the
board for shopping on the web. In general, the components help to presume that the shoppers do
get impacted by social media showcasing to some degree for settling on buy choices.

Consciousness of social media is absolutely high among private companies; it has turned into all
the rage. As it was discovered that almost 70% of respondents utilize social media for their
business and to expand their perceivability. Be that as it may, all the while, on the opposite side
of the coin about 30% of the respondents are still not utilizing social media and thus are passing
up a colossal chance to interface and draw in with potential clients. Private companies have been
slower to receive, for the most part since they feel social media isn't critical for their sort of
business. Numerous respondents see their clients base don't utilize social systems or not
appropriate for their kind of business. Truth be told, this notion was reverberated by 30% of
respondents in an ongoing study which generally included merchants and producers. Lion's share
of the respondents discovered social media showcasing vital for their business and were sure
about its brilliant future possibilities, when requested their sentiments about social media. It was
discovered that greater part of smaller scale and private company had done beginning
speculation from zero up to 5 lakhs of spending plan to participate in social media for business.
The fundamental purpose behind social mediashowcasing was to make a stage for featuring their
image and make brand mindfulness as it would be troublesome for the private venture to
publicize their item by other costly and paid mediums with restricted assets. The brand featuring
was done through different social media instruments like facebook, twitter, pinterest, linkedin by
utilizing different commitment strategies. Greater part have reacted that they have not estimated
the expansion in the income after the consideration of social media as a promoting instrument, as
there can be various different components which affect the income age of organizations. Albeit
social media showcasing is a generally late idea in India, it has re-imagined the manner in which
organizations are executing promoting efforts. With the online medium giving mass reach and
minimal effort benefits, social media advertising is an incredible asset for huge organizations as
well as for little pioneering new businesses. Organizations should imaginatively utilize social
media showcasing and think of inventive battles to connect with clients and construct a fruitful
brand.

Future scope of the study

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The present investigation is limited to Mumbai city, which gives a degree for further
examination to be directed in other metropolitan urban communities and even other level I urban
communities.

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 CHAPTER I

INTRODUCTION
Social media promoting is the most recent "buzz" in advertising. India is likely among the
principal advocates of social media promoting. Nowadays, the authoritative reason has
supplanted the social reason as organizations look to connect with their group of onlookers
through the online stages. Online nearness is an unquestionable requirement for organizations
today. Aside from an essential site; customers searches for a blog, a Facebook page, shopping
basket, e-pamphlets, and so on 92% of miniaturized scale and private companies concur that
social media is a successful showcasing innovation instrument. They are equitably part on the
adequacy of social media for pulling in new clients and drawing in existing clients. (e-Strategy
Trends).

1.1 Introduction to Small Business

There are around 40 million entrepreneurs in India, out of which, around 500,000 have their
essence on the web while there are 23 million miniaturized scale and private companies in the
US.

Medium and Small Enterprises Sector (MSEs) keep on being a dynamic segment of the Indian
economy. It is assessed that there are about 12.8 million units (more than 90 percent of all out
modern units) in this area utilizing almost 31 million individuals. This part contributes about 39
percent of the absolute mechanical generation and records for around 33 percent of the all out
fares. This part has reliably enlisted a higher development rate than whatever remains of the
modern area. There are more than 6500 items going from customary to cutting edge things,
which are being produced by the little undertakings in India. After farming, the MSEs segment
gives the most extreme chances to both independent work and occupations in the nation. The
little ventures division in India holds extraordinary potential for further development and
development later on.

The Government of India has sanctioned the Micro, Small and Medium Enterprises
Development (MSMED) Act, 2006 as far as which the meaning of miniaturized scale, little and
medium ventures is as under:

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a) Ventures occupied with the assembling or creation, handling or conservation of
merchandise as determined underneath
(i) A miniaturized scale undertaking is a venture where interest in plant and apparatus does not
surpass Rs. 25 lakh
(ii) A little endeavor is an undertaking where the interest in plant and apparatus is more than Rs.
25 lakh however does not surpass Rs. 5 crore
(iii) A medium undertaking is an endeavor where the interest in plant and apparatus is more than
Rs.5 crore yet does not surpass Rs.10 crore.

b) Endeavors occupied with giving or rendering of administrations and whose interest in

hardware (unique expense barring area and building and furniture, fittings and different things
not straightforwardly identified with the administration rendered or as might be advised under
the MSMED Act, 2006 are indicated beneath.
(i) A smaller scale undertaking is a venture where the interest in hardware does not surpass Rs.
10 lakh;
(ii) A little venture is an undertaking where the interest in hardware is more than Rs.10 lakh
however does not surpass Rs. 2 crore
(iii) A medium venture is an endeavor where the interest in gear is more than Rs. 2 crore yet does
not surpass Rs. 5 crore..

In this manner these vast assortment of items and benefits, created and rendered by smaller scale
and little firms need to achieve the end shopper by utilizing suitable promoting methodology
picking different medias so given us a chance to examine showcasing and advertising system.

Types of Micro and Small Home-based businesses

A locally established business is an undertaking in which all or the greater part of the work is
performed at or from the proprietor administrator's private home. Locally situated business is one
of the quickest developing areas in the economy. Basic organizations that are worked from home
are exchange organizations, where general regulatory assignments are done at home, with work
being finished at different destinations. Precedents incorporate painters, handymen and circuit
testers. Numerous miniaturized scale organizations are family worked. Relatives will by and
large have responsibility for business and assume a noteworthy job in its everyday tasks. Some
openly recorded organizations and establishments began from the modest beginnings of a family-
worked business. Some normal instances of privately-owned companies incorporate cake shops,
eateries, bistro, flower vendors, architects, photography, etc.
Self employed entities maintain their own business, and contract out their opportunity to
organizations and different associations as an administration. Their privileges and commitments

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contrast from a worker from numerous points of view. They claim our very own business and by
and large will most likely arrange charges and working courses of action. A few instances of self
employed entities are developers, food providers and fitness coaches.

An establishment is a course of action whereby the originator of a business item or working

framework (franchisor) gives a forthcoming entrepreneur (franchisee) the privilege to sell these
items or potentially utilize the business activities framework for the franchisor's sake. Some key
small scale business establishments incorporate natural pecking orders, cleaning organizations
establishments.

E-organizations are organizations that use the web for business exercises, promoting and
exchanges. With the expansion in web use and prominence, alongside moderately low start-up
capital necessities, the rise of e-organizations has seen an emotional increment in the previous
decade. Some e-organizations are exclusively web based, with all interchanges and exchanges
finished on the web. Different organizations utilize a site to help the physical store and items, by
giving item data on the web. Others essentially utilize the web as a publicizing apparatus.

Marketing

The administration procedure through which products and enterprises move from idea to the
client. Advertising depends on pondering the business as far as client needs and their fulfillment.
Promoting contrasts from selling in light of the fact that (in the expressions of Harvard Business
School's resigned educator of showcasing Theodore C. Levitt) "Selling worries about the traps
and strategies of getting individuals to trade their money for your item. It isn't worried about the
qualities that the trade is about. Also, it doesn't, as showcasing perpetual does, see the whole
business process as comprising of a firmly coordinated exertion to find, make, excite and fulfill
client needs." at the end of the day, advertising has less to do with getting clients to pay for your
item as it does building up an interest for that item and satisfying the client's needs.
The showcasing blend is a well-known advertising methodology apparatus, which you will
presumably know, was customarily constrained deeply 4Ps of Product, Price, Place and
Promotion The 4Ps were planned at once where organizations sold items, as opposed to
administrations and the job of client administration in helping brand improvement wasn't so
surely understand. After some time, Booms and Pitner included three expanded 'administration
blend P's': Participants, Physical proof and Processes, and later Participants was renamed People.
Today, it's prescribed that the full 7Ps of the showcasing blend are viewed as while looking into
focused systems. Hence the representative uses proper showcasing blend for his item or benefits
and set up an advertising system utilizing different mixes to connect the clients.

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Marketing Strategy

An association's procedure that consolidates the majority of its showcasing objectives into one
complete arrangement. A decent advertising technique ought to be drawn from statistical
surveying and spotlight on the correct item blend so as to accomplish the most extreme benefit
potential and continue the business. The advertising procedure is the establishment of a
showcasing plan. Life for advertisers used to be less complex. He simply had a couple of TV
channels, some radio stations, a bunch of best magazines and a paper or two in each market.
Achieving shoppers was simple by creating a convincing message. Presently there are entire slew
of TV channels, a huge number of sites and a huge number of utilizations. Promoting was never
simple; however innovation has made it a ton harder. What used to involve recognizing
necessities and imparting benefits presently requires to construct vivid encounters that connect
with purchasers which requires a consistent incorporation of a totally different scope of abilities
and capacities. There's to such an extentgoing on in the showcasing field today, everyone is
attempting to keep up. In the meantime, every advertising proficient feels strain to be "dynamic"
and effectively coordinate rising "media" into their showcasing program. Notwithstanding, most
organizations can be enough caught by assessing only three measurements: mindfulness, deals
and backing (for example client referral). This measurements can be accomplished through
conventional media alongside mix of new media called SOCIAL MEDIA.

1.2 Social Media

The most ideal approach to characterize social media is to separate it. Media is an instrument on
correspondence, similar to a paper or a radio, so social media would be a social instrument of
correspondence. Normal or Traditional media has a single direction road where you can peruse a
paper or tune in to a give an account of TV, yet you have extremely restricted capacity to give
your considerations on the matter.Social media, then again, is a two-way road that enables you to
impart as well. Social Media is the eventual fate of correspondence, an endless exhibit of web
based devices and stages that expansion and upgrade the sharing of data. This new type of media
makes the exchange of content, photographs, sound, video, and data when all is said in done
progressively liquid among web clients. Social Media has importance for standard web clients,
yet business as well.Social media alludes to the methods for cooperations among individuals in
which they make, share, and additionally trade data and thoughts in virtual networks and systems

Definitions of Social Media

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1. Andreas Kaplan and Michael Haenlein define social media as "a group of Internet-based
applications that build on the ideological and technological foundations of Web 2.0, and that
allow the creation and exchange of user-generated content."

2 Moreover, social media rely upon versatile and electronic innovations to make exceedingly
intuitive stages through which people and networks share, co-make, examine, and alter client
created content. They acquaint generous and unavoidable changes with correspondence between
associations, networks, and people.
3 Social media contrast from customary or modern media from multiple points of view,
including quality, achieve, recurrence, ease of use, immediacy, and changelessness.

4. There are numerous impacts that come from web use. As indicated by Nielsen, web clients
keep on investing more energy with social media destinations than some other sort of website.

Social Media Websites:

1. Social networking sites- Facebook, Google Plus, CafeMom, Gather, Fitsugar

2. Interact by adding friends, commenting on profiles, joining groups and having

discussions.

3. Micro-blogging sites- Twitter, Tumblr, Posterous

4. Publishing tools- WordPress, Blogger, Squarespace

5. Collaboration tools- Wikipedia, WikiTravel, WikiBooks

6. Rating/Review sites- Amazon ratings, Angie‟s List

7. Photo sharing sites- Flikr, Instagram, Pinterest

8. Video sharing sites- YouTube, Vimeo, Viddler

9. Personal broadcasting tools- Blog Talk radio, Ustream, Livestream

10. Virtual worlds- Second Life, World of Warcraft, Farmville

11. Location based services- Check-ins, Facebook Places, Foursquare, Yelp

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12. Widgets- Profile badges, Like buttons

13. Social bookmarking and news aggregation- Digg, Delicious

14. Interact by voting for articles and commenting on them. Interact by tagging websites and

Popular Social Media Tools and Platforms:

Blogs: A stage for easygoing discourse and talks on a particular theme or

assessment.

Facebook: The world's biggest interpersonal organization, Users make an

individual profile, include different clients as companions, and trade messages,
including notices. Brands make pages and Facebook clients can "like" brands'
pages.

Twitter: A long range interpersonal communication/miniaturized scale blogging

stage that enables gatherings and people to remain associated through the trading
of short status messages (140 character limit).
YouTube &Vimeo: Video hosting and watching websites.

Instagram: A free photograph and video sharing application that enables clients to apply
computerized channels, edges and enhancements to their photographs and after that share them
on an assortment of person to person communication locales.

Social Media and Small Businesses

 Social Media Is Changing the Traditional methods of Presence.

The conventional strategies of promoting utilizing print and electronic media alongside Internet
advertising and lead age were utilized to direct people to a business and its site. As internet
searcher calculations advance, site proprietors need to remain on their toes to ensure their site is
always refreshed with pertinent and flow data to anticipate being debased in query items. Today,
web based life like, Facebook pages, Twitter records, and YouTube channels are being viewed as
locales in their very own entitlement to stamp the nearness.

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 Social Media Allows Businesses to Crowd-source Ideas
Before you dispatch another item or administration, one might want to have a few thoughts
regarding what individuals consider it. So by connecting with prospects and clients through web-
based social networking, one can really ask the fans and supporters what hues they favor or what
sorts of highlights they need. In this way one can include customers in profitable free statistical
surveying, by asking their feelings and can help build up validity by appearing their opinions
matter. After seeing their ideas becoming a reality, business has more than likely just increased
their customer base

 Social Media Allows to Keep An Eye On Competition

Organizations are changing showcasing techniques dependent on data they find in social media
bolsters from their rivals. By watching out for contenders, their qualities and shortcomings can
decide their promoting endeavors. This assembled data actualizes things that may be expected to
improve, for example, social media battles, challenges, giveaways or sorts of substance the
supporters might react the most.

 Social Media Allows Business to Be More Transparent

The way toward taking a prospect to the point of turning into a client has backed
off to some degree because of buyers' mindfulness. Individuals need to purchase
from those organizations who have built up validity and who appear to be
absolutely straightforward in their promoting efforts. Social media is changing
people groups' conclusions of organizations. By giving messages that are open,
straightforward, and supportive, social groups of onlookers will discover that your
business thinks about its clients and potential clients. One can position their
organization as a profitable asset by basically sharing data like counsel, tips, or
simply responding to inquiries concerning the business.

1.3The Social India Statistics (Table)

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Given the real changes in its web client numbers according to the underneath information,
here's the way the circumstance in India looks today:

Table 1.1 India’s Snapshot

Table 1.2 India : Internet Indicators

Table 1.3 India : Social indicators

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Table 1.4 India: Social Media Use

Table 1.5 India : Mobile Users

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Table 1.6 India : Contract Type

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Table 1.7 India : Smartphone Usage

India Leads Worldwide Social Networking Growth

Nation set to control biggest Facebook populace around the world. This year, eMarketer gauges,
1.61 billion individuals will sign in to social systems administration destinations at any rate
month to month, from any electronic gadget. That is a 14.2% addition on social organizer
numbers from 2012, and twofold digit development is relied upon to proceed for one more year.
By 2017, 2.33 billion individuals will utilize social systems.

Presently, the most astounding infiltration of social system clients as an offer of complete
populace happens in the Netherlands, where 63.5% of all occupants are social system clients;
Norway pursues only behind at 63.3%. Greater parts of inhabitants in Sweden, South Korea,
Denmark, the US, Finland, Canada and the UK additionally utilize social systems administration
destinations month to month.

The quickest development in social system use is going on in less-created markets, be that as it
may. India, with the most astounding development this year, will build client numbers by 37.4%,
while Indonesia's numbers will climb 28.7% and Mexico will develop its social system client
base by 21.1%.

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Each of the three of those nations are additionally high-development regions for
Facebook, the world's biggest social system, which eMarketer appraisals will
achieve an overall month to month client base of 1.026 billion this year. The US
remains the single nation with the best number of Facebook clients, at 146.8
million this year, and India arrives in a far off second. Be that as it may, with
India's huge populace and high expected development rate, eMarketer trusts it will
build up the biggest Facebook populace of any nation on the planet by 2016. (Since
Facebook is prohibited in China, eMarketer expect there are no clients of the social
system in the nation.) Smaller scale, Small and Medium undertakings (MSMEs) as
talked about prior assume a key job in the advancement of economies with their
successful, proficient, adaptable and spearheading enterprising soul. The Micro
and Small Enterprises, consequently can upgrade their social media promoting
aptitudes to connect the clients and accomplish better future prospects.

1.3 The Concept of Social Consumer

Consumer
A shopper is an individual or gathering of individuals, for example, a family unit,
who are the last clients of items or administrations.

A person who purchases items or administrations for individual use and not for
assembling or resale. A customer is somebody who can settle on the choice
regardless of whether to buy a thing at the store, and somebody who can be
impacted by promoting and ads. Whenever somebody goes to a store and buys a
toy, shirt, refreshment, or whatever else, they are settling on that choice as a
customer.

Consumer Behaviour
Purchaser conduct is an assortment of procedures and ways that individuals use to
fulfill their needs and needs. They characterize the manner in which individuals

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select the administrations and items they need and use for their lives. It is the basic
leadership procedure of purchasing.

Shopper conduct alludes to how, where or why an individual purchases an item or

administration or not to purchase that item. These practices can be impacted by
geology, conviction framework.

A shopper may not act in disengagement in the buy, yet rather might be affected by
any of a few people in different jobs. The quantity of individuals engaged with the
purchasing

choice increments with the dimension of association and multifaceted nature of the
purchasing choice conduct.

Customer's purchaser conduct and the subsequent buy choice are firmly affected by
social, social, individual and mental attributes. A comprehension of the impact of
these elements is fundamental for advertisers so as to create reasonable showcasing
blends to engage the objective client.

Social variables incorporate a purchaser's way of life, subculture and social class.
These elements are regularly innate in our qualities and choice procedures.

Social variables incorporate gatherings (reference gatherings, optimistic gatherings

and part gatherings), family, jobs and status. This clarifies the outside impacts of
others on our buy choices either straightforwardly or in a roundabout way.

Individual elements incorporate such factors as age and lifecycle organize,

occupation, financial conditions, way of life (exercises, interests, suppositions and
socioeconomics), identity and self-idea. These may clarify why our inclinations
frequently change as our 'circumstance' changes.

Mental elements influencing our buy choice incorporate inspiration (Maslow's

chain of importance of requirements), discernment, learning, convictions and
dispositions.
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Other individuals frequently impact a purchaser's buy choice. The advertiser has to
realize which individuals are associated with the purchasing choice and what job
every individual plays, so showcasing systems can likewise be gone for these
individuals. (Kotler et al, 1994).

SocialConsumer

Introduction

Twenty years back, on the off chance that one was disappointed with an
organization's item or business rehearses, at that point most likely they would
prevent purchasing from them. One may compose a furious letter, and even advise
their loved ones not to disparage that business.
Be that as it may, the diversion has changed with social media. While one irate
tweet may not have much effect, the web enables clients to discover and interface
with similarly invested gatherings. Minimum amount includes never been
progressively inside customers reach. Best case scenario, organizations endeavor to
be progressively responsive. Even under the least favorable conditions, they
currently live in dread of these pools of discontent.

And the game changer is social consumer

The Social Consumer alludes to a shopper that takes an interest in social business,
social shopping, and counsels with social media and social systems when settling
on buying choices. Social industrialism infers the incorporation of the customer's
social chart amid the customary shopping background.

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The term was first presented by Pete Blackshaw, EVP of Digital Strategic Services
for the Nielsen Company at a Consumer 360 knowledge session in June 2010. The
idea of the Social Consumer was additionally created by Brian Solis in his article
The Dawn of the Social Consumer. Quick Company perceived this rising statistic
and social move before long. The Social Consumer was additionally the focal point
of an examination report by the Pivot Conference titled Trends in Marketing to
Social Consumers.

During the traditional sales cycle, social consumer characteristics can include:
1. Incorporating geo-location applications (such as Foursquare) to check-in .

2. Utilizing Twitter and Facebook as entry points to purchase.

3. Purchasing through collective coupon sites like Groupon or LivingSocial.

4. Consulting with social networks for recommendations.

Thus the behave or aspect of Social Consumers are:

1. Consumes information and learns about breaking news through sites like Twitter
and Facebook

2. Learns about new products through social channels and networks.

3. Is wise to unsolicited promotions and trusts only relevant information

4. Desires a conversation with the brand rather than one way ad messages.

5. Expects brands to be active in the same social media sites he/she hangs out in.

6. Wants brands to listen, engage and respond quickly

This Social consumer can also be called as Iconsumer and he eats, sleeps and lives
with social media
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 CHAPTER II
REVIEW OF LITERATURE

What is Social Media?

1) Social media is the communication among individuals in which they make, offer or trade data
and thoughts in virtual networks and systems. Andreas Kaplan and Michael Haenlein
characterize social media as "a gathering of Internet-put together applications that work with
respect to the ideological and mechanical establishments of Web 2.0, and that permit the creation
and trade of client produced content. Moreover, social media rely upon portable and electronic
innovations to make very intelligent stages through which people and networks share, co-make,
talk about, and change client produced content. They acquaint considerable and inescapable
changes with correspondence between associations, networks, and people. Social media contrast
from customary or modern media from numerous points of view, including quality, achieve,
recurrence, ease of use, immediacy, and changelessness. There are numerous impacts that come
from web utilization. As indicated by Nielsen, web clients keep on investing more energy with
social media destinations than some other kind of webpage. 2) Social media is the group of
online interchanges channels committed to network based information, connection, content-
sharing and coordinated effort. Sites and applications devoted to gatherings, microblogging,
social systems administration, social bookmarking, social curation, and wikis are among the
distinctive kinds of social media.

3) Social media extensively characterized comprises of any online stage or channel for client
produced content. By this definition, for instance, WordPress, Sharepoint, and Lithium qualify as
social media, as do YouTube, Facebook

what's more, Twitter. Social media all the more barely characterized incorporates channels for
client produced content, as recognized from stages, which are alluded to as social advancements.
By this definition, for instance, YouTube, Facebook, and Twitter are social media, and
WordPress, Sharepoint and Lithium are social innovations. Joe Cothrel – Lithium Technologies,
Inc.

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4) Social media is computerized substance and connection that is made by and between
individuals. Sam Decker – Mass Relevance

5) Social media is a move by they way we get our data. It used to be that we would trust that the
paper kid will toss our news on the doorstep (or into the blooms) and we'd perused the paper,
front to back, with our morning espresso before getting down to business. Presently we get data,
every minute of every day and on the fly, from anyplace. In the more customary faculties, on the
web, on our telephones, and through the social stages. Social media enables us to arrange, to
discover individuals with like interests, and to meet individuals who can move toward becoming
companions or clients. It levels out the world and gives us access to individuals we never would
have had the capacity to meet generally. Gini Dietrich – Arment Dietrich, Inc.

6) All the customary media print, communicate, seek, etc give stages to conveyance of
promotions close and around significant substance. Social media are stages for association and
connections, not substance and advertisements. This is very like what Ted McConnell, General
Manager-Interactive Marketing and Innovation at Procter and Gamble Co. likes to state about
social media. Bryan Eisenberg – Author of Waiting for Your Cat to Bark (Affiliate interface)

7) Markets have progressed toward becoming discussions. Social media are the online stages and
areas that give an approach to individuals to take an interest in these discussions. For people it is
an approach to associate and impart substance to companions and similarly invested individuals.
For organizations it's an approach to take advantage of what individuals are stating about your
image, your item as well as your administration, take an interest in the discussions, be available
to new thoughts and afterward utilize these bits of knowledge to settle on better business choices.
Sally Falkow.

8) Social media is individuals' discussions and activities online that can be dug by sponsors for
experiences yet not constrained to go along promoting messages. It's the new type of media that
does not exist until it occurs and that can't be purchased by publicists to convey their messages.
Dr. Augustine Fou – Marketing Science Consulting Group, Inc.

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9) Social media is the instruments, administrations, and correspondence encouraging association
between friends with normal interests. Chris Garrett – Chrisg.com

10) Social media are the online advances and practices that individuals use to share content,
assessments, bits of knowledge, encounters, points of view, and media themselves. They are
media for social collaboration. Howard Greenstein – Social Media Club-NYC

11) Social media is a consistently developing and advancing accumulation of online apparatuses
and toys, stages and applications that empower we all to connect with and share data.
Progressively, it's both the connective tissue and neural net of the Web. Ann Handley –
MarketingProfs, Author with C.C. Chapman of Content Rules (Affiliate connect)

12) Social media is an impression of discussions happening each day, regardless of whether at
the store, a bar, the train, the watercooler or the play area. It just considers those discussions to
contact a more extensive gathering of people because of advanced being a bull horn for scale
Sarah Hofstetter – 360i

13) Social media is online content, pictures, recordings and connections, shared among
individuals and associations. Dave Kerpen – Likable Media

14) Social media isn't a certain something. It's five particular things:

 It's a key instrument for revealing business experiences.

 It's dealing with the influencers who are driving the discussion around your image.

 It's advertising that offers some benefit and transforms clients into evangelists.

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  It's a basic segment client care.

 It's changing your association to meet the straightforwardness and mankind clients
currently expect of brands. Adam Kleinberg – Traction

15) Social media is computerized, content-put together interchanges based with respect to the
cooperations empowered by a plenty of web advancements. Rebecca Lieb, creator of The Truth
About Search Engine Optimization (Affiliate interface)

What is social media marketing?

Social media is a gathering of online stages and instruments that individuals use to share content,
profiles, assessments, bits of knowledge, encounters, points of view and media itself,
encouraging discussions and communications online between gatherings of individuals.

Social Media is the stage/tools.Social Networking is the demonstration of interfacing on social

media stages.

Social Media Marketing is the manner by which organizations join the discussion in a bona fide
and straightforward approach to assemble connections. Doreen Moran – Digital and Social
Marketing Strategist

Social Media and its Role in Marketing

(SisiraNeti, 2 July 2011) Social Media, today, is among the „best opportunities available‟ to a
brand for connecting with prospective consumers. Social media is the medium to socialize.
These new media win the trust of consumers by connecting with them at a deeper level. Social
media marketing is the new mantra for several brands since early last year. Marketers are taking

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note of many different social media opportunities and beginning to implement new social
initiatives at a higher rate than ever before. Social media marketing and the businesses that
utilize it have become more sophisticated. One can afford to have no presence on the social
channels if the competitor is making waves with its products and services. The explosion of
social media phenomenon is as mind-boggling as that and the pace at which it is growing is
maddening. Global companies have recognized social media marketing as a potential marketing
platform, utilized them with innovations to power their advertising campaign with social media
marketing. This paper discusses the concepts of social media and social media marketing and
other aspects like the growth and benefits, role and relevance of social media in marketing, social
media marketing strategies. It also presents an overview of social media marketing in India.

The Implications of Facebook Marketing for Organizations

(Walk 2013)With the hazardous prominence of Facebook as an internet based life, there has not
been much research that looks at Facebook advertising and its suggestions for organizations.
This paper speaks to an exploratory exertion into this course and investigations existing
Facebook promoting practices and devices, their advantages, and concerns related with this kind
of web based life showcasing. Reasonable ramifications are proposed for associations utilizing
Facebook as a social showcasing device and regions for future research are distinguished.

The Complementary Roles of Traditional and Social Media in Driving

Marketing Performance

The media scene has significantly changed over the previous decade, with customary media
(e.g., papers, TV) presently enhanced by internet based life (e.g., online journals, dialog
gatherings). This new media scene isn't surely knew as for (I) the joint effects of customary and
web based life on showcasing execution (e.g., deals), (ii) how these media types impact one
another, and (iii) the instruments through which they influence advertising results. These issues
are inspected with 14 months of day by day execution information and media movement for a
microfinance site. The creators locate that both conventional and internet based life effectsly
affect advertising execution, however a solitary unit of web based life has an a lot littler impact
than a solitary unit of customary media. Be that as it may, on the grounds that online networking
is made in bigger volumes than conventional media, it sizeably affects execution (i.e., internet
based life is high-volume, low-edge, though customary media is low-volume, high-edge).
Further, web based life goes about as a specialist of data stream in a casual system including
conventional and internet based life outlets.

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Social Media and its Impact on Consumers Behaviour

(ElisabetaIoanas, IvonaStoica, 2018) Technology enables shopper to examine items to mark

them and reprimand them in equivalent measure, and that's just the beginning. Thusly numerous
organizations today have pages on interpersonal organizations to supplement the data held about
items, held by the criticism of customers about items and will in general relate more to an
organization in the wake of perusing different audits. The paper is identified with the effect of
web-based social networking on buyer conduct, in this way it has been made a quantitative
research. The example tallied 116 respondents and from the measurable viewpoint, the ends were
built up as far as the univariate and bivariate examination. Following the investigation of the
examination factors we can make a purchaser profile that utilizes interpersonal organizations. In
like manner, in the wake of doing the complex measurable investigation utilizing SPSS and the
examination offered by the online stage the host of survey, it very well may be perceived the
amount it is affected and the genuine effect of web-based social networking reflected in the
conduct changes.

The Influence of Social Networking Sites on Buying Behaviours of Millennial

(Sharon S. Pate, Adams) Social media sites have become an important part of
Millennials lives. According to the Pew Research Center (2015, Millennials' are
living their lives on the internet. Social media can be linked to a positive
association providing instrumental value that assists consumers in making
decisions about what product to buy, when to buy, and where to buy (Weigand,
20014). With social media becoming a large portion of the promotion mix, it is
important to understand

Social Media as a Marketing Tool: A Literature

(Abu Bashar, Irshad Ahmad, Mohammad Wasiq. November 2012) in the present innovation
driven world, long range informal communication destinations have turned into a road where
retailers can stretch out their showcasing efforts to a more extensive scope of buyers. Chi (2011,
46) characterizes online life showcasing as an "association among brands and buyers, while
offering an individual channel and money for client focused systems administration and social
connection." The devices and methodologies for speaking with clients have changed
significantly with the rise of internet based life; along these lines, organizations must figure out
how to utilize web-based social networking in a way that is steady with their field-tested strategy
(Mangold and Faulds 2099). This is particularly valid for organizations endeavoring to pick up
an upper hand. This survey analyzes current writing that centersaround a retailer's advancement
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and utilization of web based life as an augmentation of their promoting procedure. This marvel
has just created inside the most recent decade, along these lines online networking research has
to a great extent concentrated on (1) characterizing what it is through the clarification of new
phrasing and ideas that cosmetics its establishments, and (2) investigating the effect of an
organization's mix of internet based life on shopper conduct. This paper starts with a clarification
of phrasing that characterizes web based life showcasing, trailed by a discourse of the four
primary subjects found inside flow examine thinks about: Virtual Brand Communities,
Consumers Attitudes and Motives, User Generated Content, and Viral Advertising.

An experimental examination of informal organization impact on customer obtaining choice:

The instance of Facebook (Loredana Di Pietro, EleonoraPantano, July/September 2012)Social
systems are turning into a productive apparatus for IT-based business, by giving a few
administrations to the two buyers and advertisers. The point of this paper is to explore to what
expand informal organizations, as Facebook, impact customer's acquiring choice through a
quantitative investigation, which coordinates a reexamined innovation acknowledgment
demonstrate. The discoveries affirm that happiness is a key determinant of interpersonal
organizations use as device for supporting the buying choice. This examination moves past
informal communities utilization to factors identified with the Facebook-intervened promoting
interchanges, by giving noteworthy information on the heaviness of this channel for the
advancement of new direct showcasing techniques.

The Rise Of Social Media Marketing

The ascent of online networking showcasing can be credited to the developing notoriety of
internet based life among the urban, technically knowledgeable populace. As the quantity of
individuals frequenting web journals, wikis, online networks, and person to person
communication destinations keeps on expanding, organizations are embracing web based life to
contact their customers and advance their items and administrations. Web-based social
networking is reclassifying the manner in which organizations are executing showcasing efforts.
In this meeting with Mr. Suresh Babu, the author of Online Marketing Enthusiast Community
and a corporate web advertising coach who intently works with NSRCEL at IIM Bangalore, an
endeavor to pick up an understanding into web based life showcasing in India and how this
device can be viably utilized by a business person or a market chief to advance and continue
organizations over the long haul. Different angles were secured with respect to web based life
promoting and the first was about:

Social Media Marketing Strategy

tejas@iimb asked that Social media promoting has been grasped by various organizations
including some enormous names like P&G and Intel which work in various business territories

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so does web based life showcasing work similarly well independent of the sort and size of
business state for B2C, B2B, SME and built up brands?

Suresh babu answered, Social media advertising was totally vital today. For a greater
organization it was simpler regarding perceivability and yet it may be troublesome due to the
distinctive arrangements and endorsement necessities that they have. It was moderately less
demanding for private ventures. Online life showcasing has a few preferences for little
associations. Since relatively few individuals are doing it now, they can use the early mover
advantage. A large portion of the web based life destinations are free, so regarding venture, there
was not really any cost required with the exception of maybe for time. It isn't extremely
convoluted there is no should be a specialist developer. Internet based life advertising has a few
focal points for little associations.

To show with a model, a little flower vendor can take recordings of his clients portraying their
story behind the blossoms, post data and pictures online which individuals like you and me can
get to. Making this client produced content is the thing that online life showcasing is about.

tejas@iimb asked, Social systems administration sites like Facebook and Twitter have in excess
of 250 million and 14 million enlisted clients separately. More than 346 million individuals read
online journals while 184 million individuals are dynamic bloggers themselves. With such a
large number of online stages accessible today, what might be the best methodology for
somebody wandering into the internet based life space for advertising? How can one choose
which online stage to begin with?

On which sureshbabu answered that, the online stage differs with the sort of business. Since
locales like Facebook have the most extreme clients, it generally has a nearness on immensely
famous destinations. Be that as it may, it is likewise critical to be dynamic on these destinations.

Explicit organizations like travel for example may pick their own verticals. They may lean
toward destinations which individuals visit simply because they are enthusiastic about
movement. So as to choose which stage to begin with, it is basic that you initially comprehend
where your potential group of onlookers is. In the event that you see that there are a ton of
exchanges about Bangalore or IIM understudies on Twitter and this is the portion you need to
market to, run with Twitter. Same with websites. Recognize famous online journals important to
your administration or item and as needs be go up there.

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Social Media Is Making a Big Impact on Small Business
(Shea Bennett, August 16, 2012)By Infographic we come to realize that 73 percent of private
companies are currently utilizing web based life. Besides, four fifths (81 percent) of these
arrangement to additionally expand their social advertising endeavors, and 62 percent of SMBs
not right now utilizing these channels have said that they intend to do as such in the following
year. Facebook drives the way, with 82 percent of social private companies using this stage, in
front of YouTube (73 percent), Twitter (47 percent) and LinkedIn (47 percent). As much as
internet based life has quickly incorporated itself into the business world, it's essential to
recollect that the attempted and tried promoting strategies still convey for some brands. In
reality, site (95 percent) and email (91 percent) remain the SMB computerized showcasing
procedures of decision, and, maybe shockingly, multiple quarters still depend on print
publicizing.

2.1 Research Gaps

Writing on viability of internet based life promoting and culmination of web based life
advertising is to a great extent ailing in India. While vast organizations can connect with
administrations of statistical surveying firms to assess adequacy of advertising administrations,
little medium organizations will in general spend a small amount of their accessible capital on
promoting consequently there is further absence of information on utilization of showcasing by
means of internet based life

This work will attempt to explore following components:

 Type of small business can add its value through social media marketing.
 Methods followed to reach the target customers.
 Effectiveness of social media marketing measured in terms of return on investment.
 Impact of use of social media on sales, effect on customer base, brand visibility.
 It is also equally important to investigate how the social media marketing is consumed by
the target consumers.

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 CHAPTER III

OBJECTIVES AND RESEARCH METHODOLOGY

3.1 Purpose of the study:

Online networking was a totally new thing four years back, numerous individuals did not
recognize what web-based social networking was and the impact it would have on our lives. It
was an energizing intelligent medium which all of a sudden surprised the world to such a degree,
that it progressed toward becoming something that no business, little or vast, neighborhood or
worldwide, could stand to disregard. At first little specialist frequently found the possibility of
internet showcasing an overwhelming one, since it was hard to know which territories to
concentrate on. Subsequently web based life showcasing being a broad subject with an intricate
hierarch made an inclination to acquaint with it and to discover the arrangement or system
investigated by the little and smaller scale business.

The motivation behind the exploration is to think about, how Micro and Small organizations can
use online networking to infiltrate their business sectors, achieve their clients and create
connections in an individual and direct way that can sling their image and raise their mindfulness
as effectively at standard with any vast business. The investigation additionally tosses light
because of web-based social networking on customer's internet purchasing choices and conduct.

3.2 Research Objectives

 To identify the various types of micro and small business using Social Media for
marketing

 To study the impact of Social Media on Business Performance

 To study the impact of various online promotional activities on the brand visibility

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  To study performance of micro and small businesses after inclusion of social media
marketing

3.3 Research Hypothesis

H01:There is no association between use of social media and type ofbusiness.
H11: There is an association between use of social media and type of business.
H02: There is no association between frequency of use of social media and Benefit to the
business.
H12: There is an association between frequency of use of social media and Benefit to the
business
H03: There is no association between online promotional activities and benefit to the business.
H13: There is an association between online promotional activities and benefit to the business.
H04: There is no association between frequency of updates and increase in customer base
H14: There is an association between frequency of updates and increase in customer base

Research Type:
Exploratory research is starting examination directed to clear up and characterize the idea of an
issue which does not give decisive proof and henceforth consequent research anticipated. The
motivation behind the examination is to comprehend the marvel of internet based life
advertising and to gain new bits of knowledge into it. The outcomes gained from this
investigation can't be summed up to the populace everywhere, thus the examination is said to be
exploratory research

3.4 Methods of data collection:

The Quantitative information gathering strategy is being utilized with the goal that the delivered
outcomes are anything but difficult to outline, analyze, and sum up. Information collectionhas
been finished utilizing Primary and Secondary techniques.

Auxiliary information accumulation strategies:

Different data has been gathered by alluding books, diaries, paper articles, examine reports,
expositions, inquire about papers, sites, online diaries and articles.

3.5 Research Instrument:

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Two Structured surveys were arranged well ahead of time subsequent to checking and enhancing
recently gathered information. Both the survey have positive and solid inquiries.

Type of questions:
Survey was sorted with Multiple Choice shut finished inquiries as they are perfect for computing
measurable information and rates. Further explicitly Closed-Ended Importance Questions, Likert
Questions, Dichotomous Questions, open finished inquiry to get illustrative data about the point
were approached to gather information and accomplish the motivation behind examination.

3.6 Sampling Method:

The investigation populace covers every one of the shoppers utilizing web-based social
networking and miniaturized scale and private ventures taking part in internet based life for
business, which covers expansive populace and consequently was hard to gather information by
evaluation strategy, accordingly examining technique is utilized to gather the data. Consequently
legitimized testing is finished.

Likewise contemplating the time, assets accessible, the gathering of information from huge
example was additionally a stage back, thus non-likelihood comfort examining strategy is
utilized. Additionally Snowball testing was utilized deliberately where in one individual who
meets all requirements to take an interest was approached to suggest a few other individuals who
have the learning about online life, thus member list expanded subsequently. Data table

3.7 Data Analysis

Speculation testing is finished utilizing chi-square and recurrence tables produced through SPSS,
wherein affiliations are characterized and theory is acknowledged or rejected to think about the
destinations. Additionally recurrence tables alongside pie outlines were set up for graphical
portrayals of factors to break down the information gathered.

3.8 Limitations of the study

1. Online questionnaire: This type of research is often quicker and less detailed. The
disadvantages of this method can be the exclusion of people who do not have a computer or
mobile and also require internet connection. Also the validity of such surveys are questionable as

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people might be in a hurry to complete it so might not give accurate responses and may not be
willing to share details.

2. Constraints of time and resources were inevitable.

3. Area of study for micro and small businesses was restricted to Mumbai to get better insights of
local market.

4. All the tools of social media engagement are not explored.

3.9 Future scope of the study

The present examination is confined to Mumbai city, which gives an extension for further
investigation to be directed in other metropolitan urban communities and even other level I urban
communities.

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 CHAPTER IV
SOCIAL MEDIA MARKETING

4.1 Introduction

Web-based social networking showcasing alludes to the way toward picking up site traffic or
consideration through web based life locales.

Web-based social networking advertising programs normally focus on endeavors to make

content that pulls in consideration and urges perusers to impart it to their interpersonal
organizations. The subsequent electronic informal (eWoM) alludes to any announcement
customers share through the Internet (e.g., sites, interpersonal organizations, texts, news sources)
around an occasion, item, administration, brand or organization. At the point when the hidden
message spreads from client to client and apparently reverberates on the grounds that it seems to
originate from a believed, outsider source, instead of the brand or organization itself, this type of
showcasing results in earned media as opposed to paid media.

Web based life showcasing (SMM) is a type of Internet advertising that uses long range informal
communication sites as a promoting device. The objective of SMM is to create content that
clients will impart to their informal community to enable an organization to build brand
presentation and expand client reach.

Online life Marketing is the way toward achieving prospects and clients, and procuring traffic
and perceivability through internet based life locales, for example, Facebook, Twitter, LinkedIn
and numerous others.

Online life systems were generally unbelievable, organizations still wanted to advertise their
merchandise through physical media, for example, bulletins, handouts and standard mail.

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With past decade, web based life has surprised the world, web based advertising supplanted
physical conventional showcasing mediums, and is currently supplanted by Twitter, Facebook,
Pinterest and other interpersonal organizations.

So the fact of the matter is, one never recognize what's on the horizon; no one could have
anticipated we would need to be so dependent via web-based networking media sites as a
methods for correspondence. Be that as it may, one thing has stayed unbending since 2007; the
ascent of internet based life promoting.

4.2 The Rise of Social Media Marketing

What can be a superior precedent, Facebook turned into a $100 billion industry. The internet
based life site gets a critical segment of its income through online promotions. Organizations pay
attractive sum for their items to be promoted through online networking systems. Difficult to
accept yet it may be a lot harder to trust the way that 93% of advertisers utilize online
networking only for business purposes. The ascent of web based life promoting might be
inferable from a few components, one of which is the huge customer base, numbering to 1.3
billion clients on Facebook alone. Alternate variables incorporate the client data that the web
based life accounts hold, which can help in focusing on clients.

Web based life advertising is the following huge thing for smaller scale and independent
ventures, however it isn't just about lead age – it isabout relationship building. Internet based life
advertising is the information and aptitude to pick up Twitter devotees, and after that utilization
Twitter showcasing to get them to purchase. Web based life advertising is the information to set
up a Facebook fan, get Facebook fans, and afterward fabricate connections and begin discussions
about your image and items on Facebook. Furthermore, web based life showcasing is tied in with
utilizing free web-based social networking instruments to screen your online notoriety and
construct buzz.

One of the key parts of internet based life showcasing is online networking improvement (SMO).
Like site improvement (SEO), Social media streamlining is a technique for illustration new and
exceptional guests to a site. Web based life enhancement should be possible two different ways:
adding online life connects to content, for example, RSS channels and sharing catches or
advancing movement through internet based life by refreshing statuses or tweets, or blog entries .

Internet based life promoting enables an organization to get immediate criticism from clients and
potential clients while influencing the organization to appear to be increasingly affable. The
intuitive pieces of web based life offer clients the chance to make inquiries or voice grievances
and feel they are being heard. This part of web based life promoting is called social client
relationship the executives (social CRM).
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Web based life advertising turned out to be increasingly regular with the expanded prominence
of sites, for example, Twitter, Facebook, LinkedIn, and YouTube. Online networking advertising
alludes to promoting done through internet based life or interpersonal interaction sites. While
most organizations and associations have their own sites, it tends to be hard to achieve clients
who don't definitely think about the association. Along these lines, numerous associations have
thought that it was helpful to likewise build up a nearness on Web 2.0 sites, for example,
Facebook, LinkedIn, and Twitter too. Web based life advertising gives a minimal effort approach
to organizations to achieve extensive quantities of clients and addition brand acknowledgment.
Since informal communication sites as of now have huge built up online networks, organizations
and associations can pick up presentation by just joining these sites. Associations can make
custom web based life profiles, at that point fabricate their very own networks inside these
destinations by including clients as companions or devotees. Numerous organizations draw in
clients by posting continuous updates and giving uncommon ideas through their web based life
profile pages. While web based life showcasing is an amazing

web based promoting instrument, it is regularly used to enhance other web based showcasing
strategies as opposed to supplant them. Since pretty much any organization or business and join a
person to person communication site, it tends to be hard to emerge from the group. In this
manner, most organizations still depend on Web publicizing and site design improvement to
produce traffic to their sites. Web based life promoting programs normally focus on endeavors to
make content that pulls in consideration and urges perusers to impart it to their informal
organizations. A corporate message spreads from client to client and probably reverberates in
light of the fact that it seems to originate from a believed, outsider source, instead of the brand or
organization itself. Henceforth, this type of promoting is driven by listening in on others'
conversations, which means it results in earned media as opposed to paid media.

Web based life has turned into a stage that is effectively available to anybody with web get to.
Expanded correspondence for associations encourages brand mindfulness and regularly,
improved client administration. Furthermore, internet based life fills in as a generally cheap stage
for associations to execute showcasing efforts. Such a large number of individuals approach web
based life showcasing as though it is a well ordered procedure that must be done agenda style
each day. Thus, one can see a lot of website admins posting a set number of announcements,
following a specific number of new individuals and sharing a particular number of articles,
throughout each and every day.

4.3 Social Media Makes Sense for Startups and Small Businesses

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 The phenomenon social media has intrigued millions. Everyone is out there, doing it, discussing
it, exploring it as:

1) It is affordable –There is no compelling reason to spend to begin the profile/fan page of

business on Facebook or Twitter or any online networking destinations that persuades you for what
it's worth for nothing.
2) Global - There is no limit to the reach that social platforms have. It is global
3) Real Time Marketing – This is the ideal place to talk to your consumers and became a part of
their personal circle whenever one wants.
4) Effective – One can actually measure the impact by seeing the physical number of fans on the
social media page, interacting, conversing and engaging with the business.

Benefits of Social Media Marketing for Micro and Small Businesses

With the blast of web based life in the course of the most recent couple of years, it may be
unable to discover an advertising master who does not prescribe internet based life as a major
aspect of an all encompassingpromoting system. However, is it extremely worth the time and
exertion to assemble a web based life nearness now.

There are straightforward ways a business can profit by actualizing a powerful web based life
advertising plan:

1. Social Media Can Reduce the Overall Marketing Costs

Above all else, the capacity to tweet a message or post something to Facebook is drastically
more practical than running a paid notice or mailing a huge number of showcasing pieces. In any
case, there are additionally best in class promoting apparatuses in internet based life that permit
to run a showcasing effort that is both watchword and statistic explicit so one can get the best
blast for your advertising

2. Social Media Can Impact Organic Search Results

Web based life allows to communicate the business content out to a wide scope of intrigued
perusers. Intrigued prospects at that point visit your substance, enquire, tell their companions,
and eventually connection to it. Google and Bing both focus on social signs this way and they
rank connections on the query items page.

3. With Social Media, Businesses Can Offer Better Customer Service

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On the off chance that the client remarks, concerns, and questions matter the most, at that point
online networking would be incredibly helpful. Clients utilizing one of the regular stages like
Facebook or Twitter can without much of a stretch impart straightforwardly and fast response to
them in an open arrangement gives different clients a chance to see your responsiveness.

4. With Social Media Self Online Personality can be designed

The thought is that web based life is more similar to a mixed drink party than a conference. One
will dependably complete much better in a social circumstance on the off chance that one is
increasingly such as itself and less like a corporate robot. Internet based life is an incredible
method to show our business identity, just as in the background data about us, our
representatives, our workspace, and that's only the tip of the iceberg. When you refine the brand
along these lines, it makes it simpler for shoppers to interface with us and create faithfulness.

5. Social Media allows the business to associate with other businesses.

The way that one can interface straightforwardly to the buyer implies one can utilize this stage to
likewise associate with different business people and entrepreneurs. From conceivable key
colleagues to new wholesalers, online life lets have genuine discussions with real individuals
who may some way or another be socially or geologically out of reach in reality.

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 CHAPTER V
ENGAGEMENT METHODS

5.1 Introduction
The first reason for organizations being via web-based networking media is to get an
organization's message out to whatever number individuals as would be prudent, with the
objective to pick up however many devotees as could reasonably be expected. While these two
perspectives are as yet critical with regards to internet based life showcasing, advertisers have
come to locate that a standout amongst the most dominant parts of online networking is the
chance to cooperate and draw in with those that are speaking with our image. Commitment is
considerably more imperative than building up a lot of supporters or an extensive fan base in
light of the fact that in a present situation where divided groups of onlookers are winding up
increasingly vital, making an association with somebody who is straightforwardly intrigued with
the brand is significantly more essential than having an expansive after that may not do anything
further with the brand. In this part, we will go over what can really be viewed as commitment via
web-based networking media just as why it is so essential to do as such.

Meaning and Definition-

Here is the manner by which a word reference characterizes commitment:

1. The demonstration of connecting with or the condition of being locked in.

2. Prearranged engagement.

3. Something that serves to connect with; a promise.

4. A guarantee or consent to be at a specific spot at a specific time.

5. a. Work, particularly for a predetermined time.

b. A particular, regularly constrained, time of work.

6. A threatening experience; a fight.

7. The state of being in rigging.

The word commitment has turned into a kind of trendy expression in the internet based life
world, we hear it constantly. What does it really mean however? Commitment is whatever our

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gatherings of people do to communicate with our image on the web, regardless of whether it be
through remarks, shares, likes, checking in at your area, and so forth. This is the manner by
which the fans draw in with us. So as to connect back, a few things should be possible also.
Obviously, we can remark back to any remarks that a specific individual leaves, yet you can
likewise furnish a proportional payback. For example, in the event that they like or offer a
portion of your substance, we can like or share something of theirs. One can even make it a stride
further by proceeding to remark on a portion of their things once have seen that they have
preferred a portion of our own. The point here is to let those that are connecting with realize that
they are seen and we are keen on them and their needs and needs too.
Commitment in web based life implies the capacity to connect with and get reaction from an
organization (as a customer) or a crowd of people (as an organization). For example, on the off
chance that one go onto Twitter and post an inquiry to a particular organization (@Ebay, for
instance), one plan to get a reaction. That is commitment moment human.

Commitment is a discussion that is true and relationship-situated. It is something beyond

discourse, as it makes a discussion for different voices. Basic to commitment is that it ought to
be free of concealed motivation like any great relationship it should be straightforward.

Today, organizations are contributing vigorously via web-based networking media to stay in
contact with target clients just as give brisk data about accessible items and other related
contributions.

Internet based life commitment is imperative whether one is running a political battle, beginning
a business or pushing a specific reason. Numerous organizations have developed altogether by
putting resources into internet based life systems.

Compared to Traditional Advertising

Conventional promoting is as yet powerful however in the event that one wishes to address our
objective market in the most interesting way, we need to attempt web based life.

Online life commitment can right away improve the connection among organizations and
adherents or customers. Previously, one may just speak with customers through phone, email,
notices, TV or radio. Today, the procedure has turned out to be a lot less demanding since you
can in a split second relate with people and keep them educated by utilizing the different devices
and highlights accessible via web-based networking media.

5.2 Importance of engagement in social media

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  It is an approach to keep up and cultivate associations with the current fan base. When
they see that we have set aside the effort to see them and hear what they need to state,
they will understand that they are imperative to us and we esteem them, making them
bound to stay content with our organization.

 Once the fans understand that we are connecting with them, they are probably going to
give you further knowledge on what you are progressing nicely and what you could
enhance since you have clarified that they have your consideration. This is particularly
useful for you since taking in certifiable snippets of data from your customers is
constantly essential.

 It gives a superior thought of where we stand and what we could do another way.

 It will keep up the fan base, and spread our assertion significantly further.

 Encouraging a sentiment of having a place.

 Helping to make confided seeing someone in an inexorably computerized,

circulated think about condition.

Not exclusively will commitment help us to keep up our fan base, it will spread our assertion
much further. This should be possible through verbal, when an individual communicates their
fulfillment in the wake of hearing again from the brand, or basically by somebody seeing the
connection all alone news sources. When somebody loves or remarks on something of our own,
somebody who may not really be tailing us will see this association, making them progressively
slanted to need to see more, particularly in the event that they see a reaction from us. Individuals
are effectively affected by their companions, so this is vital.

Interpersonal organizations resemble associating, all things considered, on the off chance that we
need to converse with somebody, we go converse with them, or give them motivation to
converse with us. In the event that we need commitment, we talk, we tune in and tune in and tune
in, at that point react. The 'social' some portion of 'web-based social networking' is only that, and
one can't overlook it. On the off chance that we take a gander at the development of
correspondences from an exceptionally fundamental point of view, it is very clear why web
based life has turned out to be so essential. Recall the 70's, the point at which our folks were
sitting in front of the TV. They had no remote control. They needed to sit through promotions.
Advertisements were constrained onto them, uncovering

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them to your image was, in relative terms, simple, since they needed to watch or get up off the
love seat and switch the station. At that point came the remote control, an upset in TV seeing.
Individuals could switch channels if the advertisements weren't engaging. Brands needed to work
that bit more earnestly, TV promotions got all the more engaging, fused all the more narrating
components provided that they didn't, watchers would simply switch. At that point came digital
TV, no advertisements. Brands needed to work more diligently once more, better quality
promotion crusades, expanded narrating. Presently scarcely anybody sits in front of the TV ads.
The up and coming age of shoppers know nothing about 'the days of yore'. They are accustomed
to turning off in the event that they don't care for the message. You tweet something they don't
concur with, they tail you. They are not keen on what is on TV, they go to YouTube. Everything
is prompt and they are accustomed to making their very own universe, where they just need to
see and hear what they pick. Also, you need them to pick your image. This is the place the
significance of brand character comes in. Item alone, cost alone these things no doubt would not
be sufficient. The brand should be acknowledged, looked for after. The gathering of people has
to know our identity and a big motivator for we. Furthermore, with an ever increasing number of
individuals dynamic via web-based networking media, getting their news, their updates,
partaking in increasingly more of their day by day associations on the web, this is the place one
should be to interface with them. This is the reason content is essential in web based life. This is
the reason commitment is critical. Since it is YOU. Your identity is as imperative as what you
do. It is your way into their reality. The intensity of commitment can't be downplayed as a
methods for reinforcing connections and trust in the brand, and web-based social networking is
the best stage to encourage this. It is quick, it is open, it is the place the group of onlookers is as
of now at.

Internet based life Engagement: The Surprising Facts about How Much Time People Spend on
the Major Social Networks:

Individuals receive more up to date informal communities, and individuals' social movement
turns out to be progressively divided, different proportions of interpersonal organization action
turn out to be increasingly imperative, particularly for organizations endeavoring to figure out
where to best dispense time and assets. How much time clients spend on every interpersonal
organization and how connected with and intelligent they are with substance there are
progressively vital methods for assessing the locales. In another report, (BI) Business Insider
Intelligence figures an Engagement Index for best real interpersonal organizations and thinks
about their execution as far as time-spend terms per-client, on work area and portable. It
additionally takes a gander at how the diverse best exercises via web-based networking media -
photograph sharing, announcements, and so on are ordering as far as movement, and which
locales drive the most noteworthy volume in every class. This report supplements well known

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reports via web-based networking media socioeconomics and worldwide gathering of people
sizes.

Findings of report:
Social is presently the best Internet action: People spend a normal of 37 minutes every day via
web-based networking media, a higher time-spend than some other significant Internet
movement, including email.

Social-portable guidelines: 60% or so of web-based social networking time is spent not on work
stations but rather on cell phones and tablets.

Facebook has a beast lead in commitment: Facebook is a fabulous safeguard of groups of

onlookers' time and consideration, 114 billion minutes per month in the United States alone, on
work area PCs and cell phones. By examination, Instagram directions 8 billion minutes per
month, and Twitter simply 5.3 billion.

Facebook draws in approximately multiple times the commitment that Twitter does, when taking
a gander at both cell phone and PC utilization, in per-client terms.

Pinterest, Tumblr and LinkedIn have made major fruitful pushes in 2013 to expand commitment
on their versatile locales and applications. The new race in online networking isn't for crowd as
such, however for multi-gadget commitment.

Multi-gadget web based life: Analysis depends on BI Intelligence's online life Engagement
Index, which analyzes the adequacy of informal organizations in keeping singular clients
connected crosswise over cell phones and work area PCs. Here are PC-cell phone Engagement
Index scores for five stages:
Table 5.1 : PC-Smartphone Engagement Index

5.3 Popular Social Media tools and Engagement methods

Facebook:Imprint Zuckerberg established the Facebook while learning at Harward University.
MrZuckerberg is a PC software engineer and begins "The facebook", in February 2004.Features
of Facebook:

Essential element, Create new record, advance highlights, to make a page, gathering, or occasion
for your business.

Route Bar: Clicking the word in the route bar will take ideal to current newsfeed.
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Symbols: Facebook client to begin the send companion demand and messages, little numbers to
shows up this symbols demonstrating that news companions to support and new message to
peruse.

Bar Search: Find companions, spots or things on Facebook

Your Page: Profile Image and Your name. It very well may be seen by others as well.

Discover Friends: Find companion's choice accessible on the highest point of Navigation bar.

Home: In the home we can discover individual route menu and updates every one of the general
population, pages, and gatherings associated with.

Setting/Admin Menu: This element will appear to as a little bolt on the correct side of page
wherein one can change what to impart to other people.

Record Settings: In the general record setting you can alter the data by visiting the Account
setting. This is the place deal with the security, notice, applications and that's only the tip of the
iceberg.

Security Setting: This setting can control who can discover you, just as who can see your
updates, photographs, and other data.

Facebook has finished month to month guest 900,000,000.

Table 2.2: Facebook Statistics

As indicated by an overview led by The Creative Group, over half of promoting and showcasing
officials said they anticipate that organizations should build their interest in Facebook this year.
Facebook page tried commitment techniques:

Add included stories to the organization's Timeline – Stories running over the width of
organization's profile to feature organization achievements is accomplished for commitment to
produce more enthusiasm than standard posts.

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 Ask drawing in inquiries once every day – Leading inquiry once per day, so guests start
connecting with the brand profile.

Post shareable pictures – People love to share pictures, so either make their own or find
fascinating, eminence free pictures for the guests to share.

Offer impetuses to like the Page – An application is made that drives guests to an extraordinary
rebate code or free giveaway item in return for a Facebook "Like."

Advertise for "Preferences" on Facebook – Instead of running Facebook promotions that lead to
the site, ads that urge clients to "Like" the page are posted.

Rotate the Facebook advertisements day by day – Facebook Ads experience the ill effects of
high burnout rates, so turning the promotions consistently to keep commitment high is attempted.

Add a "Tail Us on Facebook" connection to your email pamphlets – Any time when contacting
the clients, a consolation and a connection back to the profile is incorporated.

Add social sharing symbols to the blog entries – Considering guests to be occupied individuals,
social sharing symbols on each post are shared by including the substance for them to be simple.

Connect your Facebook profile to the blog to auto-post new substance – The new "Facebook for
WordPress" module is made to guarantee that Facebook fans can interface with all the new
substance.

Customizing Timeline application illustrations – Own custom pictures are added to the timetable
of Facebook to make a steady brand picture and a more prominent association between the brand
and the gathering of people.

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Post restrictive video substance to the Page – Unique substance is imparted to the Facebook fans
to keep them returning for additional.

 Ask fans to share brands profile with others – Sometimes, an immediate demand is made
to use the current supporters as a standout amongst the most ideal approach to assemble
the fan base.

 Respond to supporter remarks on the Page – All remarks left on the profile are reacted to
show enthusiasm for what the fans have said.

 Develop our own social commitment Facebook application – Fan commitment is taken
to the following dimension by offering one of a kind, intuitive application that give extra
an incentive to clients.

 Update the profile and spread pictures normally – Keeping things new on the Timeline
demonstrates the perusers the responsibility of keeping up brands interpersonal
interaction nearness.

 Experiment with advanced posts – Facebook's advanced posts is done in

 Twitter-Twitter is the kind of person to person communication site than enlisted for client
to send and peruse tweets. Unregistered client can just peruse content. Instant message
restricted to 140 character. Twitter is the most prominent person to person
communication website yet it started as an another miniaturized scale blogging stage
made by the developers who fill in as a podcasting organization Odeo Inc. Sanfrancisco,
California. Twitter name was propelled by the photograph sharing site, Flicker, and
contemplations were FriendStlker and Dodgeball. The Twitter message limit was set 140
characters in light of the fact that 160 characters was the SMS Carrier point of
confinement and they needed to leave for the username. Twitter has changed political
correspondence permanently. Twitters is powerful for business as brands and locate
another approach to achieve their fans and where they are internet based life on their
advanced mobile phones. Twitter has an apparatus to utilize business extensive and little
to achieve their objective. It is approach to contact each day to fans who associated with
the Twitter. In the present day Twitter had 200 million clients and 4, 60,000 client joint
the Twitter each day. What's more, in excess of 140 million tweets each day. Twitter
commitment strategies:

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 Follow new individuals consistently utilizing expert figure supporter records – Lists of
individuals are perused to realize who are following brands specialist figures to discover
new individuals to pursue.

 Pre-load tweets to dispatch for the duration of the day – Even in the event that one can't
be on Twitter each day, pre-stacked posts through administrations like the Buffer
Application are conveyed to keep commitment high.

 Use Tweriod to reveal the supporters most dynamic occasions – Instead of squandering
exertion when the guests are not dynamic, administrations like Tweriod are utilized to
locate the best occasions to lock in.

 Set up adherent records – Twitter supporters can be sectioned into records with the goal
that exceptional messages to each gathering can be conveyed, bringing about more
elevated amounts of commitment.

 Change the profile picture from the logo to confront – The measure of Twitter profile
picture improves it fit to faces than logos so to sweeten the deal even further, individuals
normally will in general connect preferred with countenances over with some other kind
of picture.

 Create a custom profile foundation – Twitter's stock foundations are fine, however a
custom foundation demonstrates the focused on connecting with your system on the
administration.

 Seek out chances to address gathering of people questions – The inquiries posted by the
adherents are perused and replied whatever number as would be prudent.

 Update bio consistently – Twitter bio majorly affects what number of individuals choose
to tail you, so it is refreshed routinely to keep it crisp and locks in.

 Build a custom Twitter point of arrival on your site – A page is added to the site that
gives a unique welcome to Twitter guests and connection to this page is from inside
Twitter profile.

 Search for notices of brand name – Twitter is hunt occasionally down any notices of
brand name that are posted without username or hashtag so as to discover chances to lock
in.

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  Regularly tidy up following rundown – The rundown of individuals pursued is kept crisp
by occasionally getting rid of idle or shut records.

 Host a tweetup or Twitter talk – A tweetup or Twitter visit is facilitated an extraordinary

method to help commitment with the brand.

 Use bit.ly to "split test" distinctive Twitter advancements – To test how well
extraordinary advancements are gotten by the gathering of people by comparative
declarations in the meantime utilizing two diverse Bit.ly connects are posted.

 Capitalize on top tweets – The "Top Tweets" include on Twitter is utilized to discover
great tweets to re-tweet to the gathering of people.

 Create posts dependent on custom fitted patterns – An eye is kept on Twitter's new
customized patterns include, which makes one of a kind pattern declarations dependent
on your area and who you pursue, to discover connecting with themes of discourse for the
profile.

Google+ - Google + is a Social Networking site. Google +was propelled on June 28, 2011.
Google + was made by the Google. It is the second most noteworthy long range informal
communication

site in the word after Facebook. 540 million month to month dynamic client are a piece of the
Google+. Google + gauge month to month guest 120,000,000.

Top five features of google plus-

Upgraded Stream: Google in addition to Provide the highlights of re-structured stream. In this
highlights give the multi-segment structure this enables clients to filter more post without a
moment's delay.

Related Hashtags: Google in addition to give the Hashtags highlights. This element encourages
individuals to discover and join discussions about a specific point.

Home bases App: Google Plus additionally gives the component of Hangouts App. This element
shows the rundown of discussion. On the base symbol of the screen show when companions are
composing and to what extent they've been in the discussion.

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Cloud Integration: Google in addition to give the Cloud Integration highlights. In this highlights
Google uncovered photograph upgrades that will be executed in to Google Plus, including auto
improvement and cloud joining.

Photograph Editing Tools: Google Plus gives the Photo Editing Tools highlights. In this
highlights to alter the photograph.

Google + commitment strategies:

 Set up all applicable Google+ properties – Google+ Page, is set up for the business fit the
bill for it. If not, however much data as could be expected is worked inside close to home
profile.
 Update your Google+ "rel creator" settings – Follow the means recorded here to
interface your Google+ profile to your distributed substance so as to guarantee your
"rel=author" benefits.

 Add the Google+ Share Button to your site – Recently, Google+ propelled another offer
catch to make conveying content on this interpersonal organization significantly less
demanding. Look at it on the off chance that you aren't as of now utilizing a social
sharing instrument on your blog.

 Optimize your Google+ profile pictures – Google+ profiles and Pages offer a few better
places to include your own pictures. Exploit these alternatives to make your profiles all
the more outwardly engaging.

 Make utilization of Google+ upgraded photograph and video collections - Google+ now
bolsters full-drain photographs and recordings, so the substance for the supporters is
shown.

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 Follow industry pioneers in related specialty – The idea chiefs in related specialty are
pursued and connected as a piece of the discussion inside industry.
 Participate in industry joints – Whenever conceivable individuals attempt to participate
in home bases facilitated by related industry, so as to draw in with new individuals on
Google+.
 Host possess Google+ home bases - Own Google+ home bases are facilitated normally
to give devotees access as far as anyone is concerned and experience.
 Run Google+ Hangouts On Air – To rapidly and effectively fabricate a following on
both Google+ and Youtube, Hangouts are kept running on Air.
 Curate content proposals on the profile – Regularly filter through best articles in the
business are examined and shared normally on Google+ profile so as to build
commitment with devotees.
 Remark on other people groups' substance – Other people groups intriguing post are
remarked on Google+ and imparted it to claim supporters to help apparent expert.
 Cross advance your business with other Google+ clients – Other Google+ clients are
collaborated up so as to share each other's substance and prescribe each other to the
supporters.
 Become interesting – People like to peruse and share clever things,so jokes and remarks
to Google+ profile are attempted to when proper.
 Share item surveys – Product audits are presented on Google+ profile so as to limit the
measure of research for occupied devotees do individually. This being a speedy method
to assemble a fan base
 Solicit criticism for future item or administration advancements – The consideration for
devotee's commitments can be shown by requesting and executing their recommendation
on future item or administration improvements.

 Encourage devotees to "+1" your substance – Because the quantity of "+1" cast a ballot
your substance gets may affect your SERPs position, approach adherents to vote in favor
of the articles you share on your profile.

 Stay over prominent images - An amusing new image is partaken significantly to show
to the adherents the commitment with current mainstream culture.

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  Use Google+ to advance client overviews – Surveys to assemble client input are set up to
lead modest, viable statistical surveying. When done the study, Google+ profile is
utilized to elevate them to adherents.

 Monitor Google+ action utilizing Google Analytics and Google Webmaster Tools –
Both of these Google items are looked into to report different socialorganizing execution
measurements, to discover new chances to draw in with the crowd.

Linkedin:LinkedIn is another long range informal communication site. This site is established in
December 2002 and transferred on May 5, 2003. LinkedIn organizers Reid Hoffman, Allen Blue,
Guericks, Konstantin. In 2006 there are 20 million clients. In present days 225 million
individuals, and its developing multiple individuals every second.

LinkedIn Features
Notices: It is fundamentally the same as facebook and extremely helpful to discussion with
somebody.

LinkedIn Search: LinkedIn Search Option is vital component to utilize and exceptionally
accommodating to Professional and their organizations. In LinkedIn you can find new
individuals and organizations with that you construct connections.

Organization Pages: This is vital element. A business begins its very own organization page.
With this component business will in general contact more individuals and get greater
commitment. HP Company first to cross the 1 million supporter's line.

Get Introduced: Get Introduced is the element with this element, association can be looked to
observe somebody who might want to be associated. This element can truly help of one's the
same old thing.

LinkedIn Signal: LinkedIn Signal is an incredible component to discover what one needs to. This
component isn't constrained to seek just catchphrase, yet area, points, others signifying ten
channels can be utilized

Gatherings Liked: Groups are incredible instruments for meeting, new individuals and building
up important association, and setting up oneself.

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LinkedIn Recommendations: LinkedIn Provide Recommend highlights, fundamentally one can
prescribe each other client and furthermore the client can see that underwriting.

Basic Interest: In this component everything regular in another clients can be seen. So when dealt
with cautiously potential associations that include swing in to potential customers.

Rich Media Tool: In this device one would now be able to include unique, kinds of media, for
example, video and introduction, to synopsis, Experience and Education Fields.

Sharing Bookmarketlet: In the Sharing Bookmarketlet, website page can be shared without
association regardless of whether not on LinkedIn. It is exceptionally simple to share anything
one may discover on the web in not more than second.

LinkedIn Ads: LinkedIn Ads specifies that the business can be publicized on their site.
Something else is that Ad Campaigns are exceptionally focused on and they can be extremely
shoddy.

LinkedIn Engagement methods:

 Keep In Touch
LinkedIn is an interpersonal organization and a two way correspondence scene. Different
people groups profiles can be examined as others can check too. Individuals attempt to
expand the built up association by sending messages to a lot of people normally. Notices
are utilized to give valuable data to those in the business to investigate the ability of the
brand.
 Become the Resource
Brand endeavors to find out about your specialty industry, target group of onlookers and
patterns. The more one knows, the more is shared and help other people, in this manner
endeavor to go about as asset supplier to trust with the business. Experiences in on-and-
disconnected discussions are shared, and furthermore consider to send customers goodies
of data as discovered them on the web. Explicit people are labeled those getting profit by
the data. For instance, association accumulated customer contextual analyses, and posted
them on LinkedIn by means of Slideshare and labeled explicit people they
realize who will profit by your report.
 Inspire Trust- Since LinkedIn is where experts can cooperate with and make
inquiries, to manufacture trust in the brand the time taken to respond to
questions, interface with associations and reliably post profitable data. After
some time individuals remember you as a specialist in your field and that
you can be trusted to take care of business.
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 CHAPTER VI
DATA ANALYSIS AND FINDINGS

I] DATA ANALYSIS OF MICRO AND SMALLBUSINESS:

1. Users of Social Media

Table 6.1 Small Businesses using Social Media for Business

The above table demonstrates that out of 99 online respondents 35 were observed not to utilize
web based life for business and 64 were utilizing internet based life and the equivalent is spoken
to through graph as appeared as follows:

Figure 6.1 Small Business Using Social Media

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2. Types of business using the social media

The above table shows that out of the 99 respondents 48 related to client administration, 32
related to retailing, etc which demonstrates the utilization of internet based life is greatest in
administration industry and least in dispersion.

The equivalent is spoken to in Pie Chart underneath

Figure 6.2 Types of Business

he equivalent is spoken to in Pie Chart underneath

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3. Average customer prior to use of social media

Table 6.3 Average customer prior social media

Source: Researchers Analysis

The above table shows 38 respondents had clients more than 200 and 34 respondents had clients
under 50 which demonstrates the change in the size of business might be because of different
factors, for example, kind of business, start up or some other reason. The equivalent is spoken to
in Pie Chart underneath

Figure 6.3 Average Customers Prior using Social Media

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Figure 6.3 Average Customers Prior using Social Media

4. Use of Engagement tools:

Table 6.4 Use of Engagement tools

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Figure 6.4 Use of Engagement Tools

5. Initial Investment

Table 6.5 Initial Investment

Source: Researchers Analysis

The above table shows that 40 respondents have made initial investment between 0-5 lakhs and
14 respondents have invested 15-20 lakhs, which indicates that majority of the micro and small

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 businesses have made very less investment and at such scale also they are promoting their
business by social media.
The pie- chart below also indicates the same.

Figure 6.5 Initial Investment

6. Objective of Using Social Media

Table
6.6 Objective of Using Social Media

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Source: Researchers Analysis

The above table demonstrates that 44 respondents are utilizing internet based life for featuring brand
and 7 respondents for creating drives which shows the fundamental motivation behind utilizing
online networking is featuring all the data about their item or administration and increment brand
mindfulness and perceivability.

Figure 6.6

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7. Frequency of using Social Media
Table 6.7 Frequency of Using Social Media

Source: Researchers Analysis

The above table demonstrates that 41 respondents are utilizing web based life much of the time
and just a single respondent has denied it which unmistakably shows that the recurrence to draw
in with online networking instruments is more and along these lines it tends to be utilized to
spread brand perceivability

Figure 6.7 Frequency of Using Social Media

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8. Use of other media along with Social Media

Table 6.8 Other Media used along with Social Media

Source: Researchers Analysis

The above table demonstrates that 31 out of 64 respondents don't utilize other media and 33 out
of 64 utilize other media enhancing internet based life which demonstrates that practically half
respondents utilize conventional media alongside web based life

Figure 6.8 Other Media Used

9. Use of Organized Promotional deals

Table 6.9 Organized deals promotion

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Source: Researchers Analysis

The above table demonstrates that 29 respondents said that they may compose arrangements and
advancement in future and near these 25 respondents have said yes which shows that it is the
most established and tried technique to pull in clients.

Figure 6.9

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10. Use of Social Media for Campaigning

Table 6.10 Campaign using social media

Source: Researchers Analysis

The above table shows 33 respondents have not utilized web based life but rather its nearest 31
respondents have utilized online networking for different crusades might be some reason or
advancement

Figure 6.10 Campaign Using Social Media

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11. Frequency of Updates
Table 6.11 Frequency of updates

Source: Researchers Analysis

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The above table shows that 28 respondents post refreshes ordinary and close to one 23 respondents post it
in 1-2 days which demonstrates that individuals normally draw in themselves with internet based life to
refresh about the brand, news, settling inquiries, noting remarks and a lot more reasons

Figure 6.11 Frequency of Updates

12. Increase in Revenue

Table 6.12 Increase in Revenue

Source: Researchers Analysis

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The above table demonstrates that 21 respondents have said they have not estimated the

increment in income and 17 respondents have said by 25 % which demonstrates that it

hard to give real credit just to online networking just for increment in income as

there can be different factors additionally, yet 25% expansion is the huge thing to get took note.

Figure 6.12 Increase in Revenue

13. Benefits to Business

Table 6.13 Beneficial to Business

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Source: Researchers Analysis

The above table demonstrates 38 individuals discovered online life helpful and just 4 respondents have
denied it which shows there is larger part to trust web based life benefits their business however genuine
reasons are hard to measure

Figure 6.13 Beneficial to Business

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14. Measurement of Success

Table 6.14 Measurement of Success

Source: Researchers Analysis

The above table shows 25 measure the accomplishment by increment in deals and 23 respondents
discussion about preferences, remarks, discussing this, sees as the estimation of achievement.

Figure 6.14 Measurement of Success

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15. Social Media Investment

Table 6.15 Social Media Investment

Source: Researchers Analysis

Above table demonstrate that out of all out 64 respondents 7 respondents have contributed upto
10%, 12 respondents have contributed upto 20%, 27 respondents have contributed upto 5% This
data is exhibited utilizing pie chart as appeared as follows :

Figure 6.15 Social Media Investment

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Testing of Hypothesis

 H01: There is no relationship between utilization of online life and sort of business.

 H11: There is relationship between utilization of online life and sort of business.

To test above theory bivariate recurrence table is gotten and exhibited as appeared as follows.

Crosstab Count

Source: Researcher’s Analysis

Results of chi-square test are as follow

Chi-Square Tests

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Above table demonstrate that p-esteem is 0.001 which is not exactly standard esteem 0.05. Along
these lines Chi-square test is rejected. Consequently Null speculation is rejected. Substitute
theory is acknowledged.

Conclusion: There is relationship between utilization of web based life and kind of business

 H02: There is no relationship between recurrence of utilization of online networking and

Benefit to the business.

 H12: There is relationship between recurrence of utilization of online networking and

Benefit to the business

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 CHAPTER VII

CONCLUSION
Online networking showcasing is imperative since it lines up with the manner in which shoppers
settle on acquiring choices. Study demonstrates that expanding quantities of shoppers are
utilizing web administrations and research to do fundamental item and value explore before
settling on ultimate choices. Online life showcasing empowers to manufacture relations with
clients and prospects through standard, ease customized correspondence, mirroring the move far
from mass advertising. Advertising items through web based life costs not as much as promoting
them through a physical retail outlet. Web based life advertising empowers to customize offers to
clients by structure a profile of their obtaining history and inclinations. Most business visionaries
utilize online life promoting to fabricate networks around there organizations. These people
group are then utilized as possessed media to start discussions, spread mindfulness, increment
following, remunerate fans and in general have a superior association with their online gathering
of people. These dynamic and faithful networks fit directly into organization's on the
web/disconnected showcasing and correspondence crusades. Facebook is as yet the most utilized
informal community in India and sponsors love it. It gives them gets to fragment, reach and
publicize to more than 96,000,000 dynamic Facebook clients. Pinterest, Twitter, LinkedIn and
Google Plus are a couple of quickly developing social stages brands have an eye on. As these
systems develop brands are bound to utilize these rising stages to interface, publicize and sustain
social connections. Convincing nonexclusive substance which individuals like to expend and
impart to their companions is the thing that organizations long for and love to post on numerous
occasions multi day to keep their networks dynamic, fascinating and enjoyable to hang out at.
Organizations measure results from informal organization explicit measurements like adherents,
re-tweets, likes, shares, remarks, and so forth. The greater part of the organizations studied think
that its hard to gauge results from their online networking endeavors. On the more brilliant side
thereare organizations that are constantly estimating deals or leads created from social traffic,
brand perceivability on social stages, client commitment and that's only the tip of the iceberg.
Organizations as a rule burn through zero or for the most part around 1 to 5% of their
showcasing spending plan via web-based networking media promoting. This no doubt will go up
as advertisers make sense of how to upgrade their internet based life endeavorssuch that they add
to a business target and how to gauge changes or other valuable measurements from online
networking promoting efforts. With numerous reasonable cell phones in the market and the
versatile infiltration rate regularly expanding, all things considered, web and web based life will
be available to a lot more in urban just as rustic India. The development of web-based social
networking is inescapable and early adopters are as of now driving benefits and brand
presentation from social connections. Purchasers who connect as of now have a partiality for that
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brand or organization, and simple cooperation through web-based social networking may not
really result in expanded steadfastness or spending. Be that as it may, a proposal from a
companion or relative could have any kind of effect. The intensity of the social network's support
and impact can be felt each time somebody "loves" an organization on Facebook or re-tweets an
organization's message on Twitter. Organizations can exploit this dynamic by structuring internet
based life programs with the express objective of contacting clients sincerely and propelling
them to impart their encounters to other people. Associations need to deliberately think about
how they can make a web based life experience that is special to their image, offers client esteem
and endeavors the intensity of the social network. In this way it very well may be finished up.

SUGGESTIONS & RECOMMENDATIONS

Internet based life has developed to the point where advertisers are never again soliciting
whether it ought to be part from their showcasing blend yet how and where they ought to take
part. An unmistakable system for the channel is presently essential. The low outer expenses of
doing online life can hush entrepreneurs into making their very own answers. In any case,
considering the time spent discussing, defining, overseeing and executing online networking
efforts and making substance clarifies that cash is in question and a well-thoroughly considered
arrangement is important. Rather than looking into the most ideal approaches to take part in the
interpersonal organizations as well as connecting with an accomplished individual in the
commercial center, numerous organizations simply begin making records and putting out
substance without quite a bit of an arrangement or reason. That is a formula for investing a great
deal of energy and not getting much for it. A vital piece of a compelling internet based life plan
That is a formula for investing a ton of energy and not getting much for it. A critical piece of a
viable online life plan is choosing the accompanying:

1. The brand message to be known through the web based life space.

2. The focused contrasts and remarkable characteristics and capacities that are deserving of
imparting about business by means of the interpersonal organizations.

3. Coordinate web based life into other showcasing endeavors.

These imperative components and working with an educated individual, one can dodge the
entanglements numerous independent ventures have encountered up to this point, spare some
time and additionally cash, and figure out how to succeed doing online life promoting. Following
thoughts can make the progress wanted:

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1. Online life Marketing is an exceptionally compelling method for supporting connections and
keeping up them with new and existing customers, which will acquire more work.

2. Online pursuit questions concentrated on nearby organizations keeps on quickening with

individuals utilizing internet based life, with a significantly more prominent development in
neighborhood look through portable

REFERENCES
1. http://decidedlysocial.com/13-types-of-social-media-platforms-and-
counting/#sthash.pyL7j2Q8.dpuf
2. http://en.wikipedia.org/wiki/Social_media
3. http://heidicohen.com/social-media-definition/
4. http://tejas-iimb.org/interviews/31.php#qn-1
5. http://whatis.techtarget.com/definition/social-media
6. http://www.businessdictionary.com/definition/marketing.html#ixzz30RXhYlv
7. http://www.businessdictionary.com/definition/marketing-strategy.html#ixzz30RgeUlAW
8. http://www.emarketer.com/Article/India-Leads-Worldwide-Social-Networking-
Growth/1010396#sthash.5PmXlFDg.dpuf
9. http://www.palgrave-journals.com/dddmp/journal/v14/n1/full/dddmp201210a.html
10. http://www.rbi.org.in/scripts/FAQView.aspx?Id=84
11. http://www.slideshare.net/hasan_99/social-medias-influence-in-purchase-decision
12. https://econsultancy.com/blog/5324-20+-mind-blowing-social-media-statistics-
revisited#i.1tliew49zffkdv
13. www.briansolis.com/2010/12/the-difference-between-friends-fans-andfollo-wers/
14. http://www.engagency.ca/website-marketing/
15. http://www.socialmediaexaminer.com/26-facebook-fan-engagement-tips
16. http://en.wikipedia.org/wiki/Social_media_marketing

17. Posted: 01/22/2014 12:14 pm EST Updated: 03/13/2014 4:59 pm EDT. Small Business Gets
Serious: Digital Trends for Small Business in 2014. Retrieved from
http://www.huffingtonpost.com/news/digital/
18. Websadmin. Posted on 8th May. Can Social Media Have an Impact on Small Businesses and
How? Articles.
19. Shea Bennett. Social Media Is Making A Big Impact On Small Business [INFOGRAPHIC].
Retrieved from http://www.mediabistro.com/alltwitter/social-media-small-business_b26932
20. Abu Bashar, Irshad Ahmad, Mohammad Wasiq. November 2012. Effectiveness of social media
as a marketing tool: an empirical study, International Journal of Marketing, Financial Services &
Management Research,Vol.1 Issue 11, ISSN 2277 3622.Faridabad. Retrieved from
http://www.academia.edu/2948659/Effectiveness_Of_Social_Media_As_A_Marketing_Tool_An_E
mpirical_Study

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21. Sharon S. Pate, Adams.(n.d).The Influence of Social Networking Sites on Buying Behaviors of
Millennials, Atlantic Marketing Journal.University of Louisiana,University of the Incarnate Word.
Retrieved from http://digitalcommons.kennesaw.edu/amj/vol2/iss1/
22. ElisabetaIoanăs, IvonaStoicaSocial Media and its Impact on Consumers Behavior, International
Journal of Economic Practices and Theories, Vol. 4, N

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 Annexure 1
QUESTIONNAIRE

for consumer

Section A
Demographic details
2. Please indicate your gender

Male

Female

Other

3. What is your age?

18 to 24 years

25 to 34 years

35 to 44 years

45 to 54 years

55 to 64 years

65 or older

4. Please indicate the level of education you achieved

No schooling completed

Nursery school to 8th grade

Some high schoolno diploma

High school graduate, diploma or the equivalent (for example: GED)

Trade/technical/vocational training

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f) Bachelor‟s degree

g) Master‟s degree

h) Professional degree

Doctorate degree

Marital Status: What is your marital status?

Single, never married

Married or domestic partnership

Widowed

Divorced

Separated

Please indicate your current employment status

Employed for wages

Self-employed

Out of work and looking for work

Out of work but not currently looking for work

A homemaker

A student

Retired

Unable to work

Please indicate the city of your residence

__________________
Do you have an account on any social media/networking website?
Yes

No Stop filling out this form.

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 Section B

(Information about your social media/networking participation)

For how long have you been using social media sites?
Less than 1 month
1 – 6 months
6 months – 1 year
1 – 2 years
2 – 3 years
More than 3 years

Section C
(Impact of social media marketing on your buying decisions and your experience of
online purchasing)
15. How often do you consider opinion/reviews posted on social media/networking sites for
buying decisions?
Always

Most often

Sometimes

Rarely

Never

16. What attracts you towards brand through social media/networking marketing? (select as
many as applicable) * Tick all that apply.
Promotional offers such as discounts and coupons

Brand information

Facts and factoids

Brand invitation

Friends invitation

Loyalty towards brand

Other: ____________________
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 17. Which online retailer do you prefer to shop from? (Select as many as applicable) * Tick
all that apply.
Myntra.com

Flipkart.com

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10. How would you describe your log in pattern on social media/networking sites?
Always connected

Several times a day

Once in a day

Every three days 4

Once in a week

Occasionally

11. Which social media sites do you explore? (Select as many as applicable) * Tick all
that apply.
Twitter

Facebook

Linkedin

Google plus

Blogs

Pinterest

Foursquare

Other: _________________

12. Do you experience concern regarding the confidentiality and privacy of your personal
information?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

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13. What is the Purpose of using social media/networking sites? (select as many as applicable) *
Tick all that apply.
a) Connecting with family and friends

b) Playing games and contests

c) Exchanging views about the product and services

d) For online offers and discounts on products and services 4

e) Updating profile on social media/networking sites

f) Unspecified fun

g) Sharing/consuming content

h) Time-killing

i) Debating

j) Information

k) Socializing

l) Other: _______________

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Plagiarism Checker X Originality Report
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Date: Wednesday, March 20, 2019

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