31
              F.Y.B.Com
            SEMESTER-II
             COMMERCEII
        SUBJECTCODE-UBCOMFSII.2
                                             ©UNIVERSITYOFMUMBAI
                                                                                      Prof. SuhasPednekar
                                                                                      Vice-Chancellor,
                                                                                      UniversityofMumbai,
                                            Prof.RavindraD.Kulkarni                                    Prof.PrakashMahanwar
                                            ProVice-Chancellor,                                        Director,
                                            UniversityofMumbai,                                        IDOL,UniversityofMumbai,
                                           CourseandProgramme                           : Ms.MadhuraKulkarni
                                           Co-ordinator                                   DeputyDirector,
                                                                                           IDOL,UniversityofMumbai,Mumbai.
                                           Editor                                       : AshokMahadik
                                                                                          LalaLajpatraiCollege,
                                                                                          Mahalaxmi,Mumbai-400034.
                                           CourseWriter                                 : Dr. S.G. Sagar
                                                                                          VicePrincipal,
                                                                                          S.B.College,Shahapur,
                                                                                          Dist.Thane.
                                                                                       : Dr. B. B. Kamble
                                                                                          ShriChinaiCollegeofCommerce&Economics,
                                                                                          Andheri(E),Mumbai-400069.
                                                                                       : Prof.SandeepPoddar
                                                                                          RajasthaniSevaSanghCollegeofArts&
                                                                                          Commerce,Andheri(E),Mumbai-400059.
                                                                                       : Prof.NatikaJain
                                                                                          St.FrancisInstituteofManagement&Research
                                                                                          Borivali(W),Mumbai-400092.
                                       February2021,Print-1
                                             Publishedby                      :   Director,
                                                                                  Institute of DistanceandOpenLearning,
                                                                                  University of Mumbai,
                                                                                  Vidyanagari,Mumbai-400098.
                                             DTPComposed                      :      AshwiniArts
                                                                                     VileParle(E),Mumbai-400099.
                                             Printed by                       :
                                                     CONTENTS
                         Unit No.                          Title                         PageNo.
                                                    SEMESTER-II
                                  Module 1
                             1.   Concept of Services                                          01
                             2.   Marketing Mix                                                15
                             3.   Service Strategies                                           25
                                  Module 2
                             4.  Introduction to Retailing                                     38
                             5.   Retail Format                                                50
                             6.   Retail Scenario                                              59
                                   Module 3
                             7.  Information Technology Enabled Service Sector                 75
                             8.   Banking & Insurance Sector                                   85
                             9.   Logistics & Network                                          100
                                   Module 4
                             10. Introduction E-Commerce                                       110
                             11. Present Status of E-Commerce in India                         122
                                                        
                                                       I
                                          F.Y.B.COM. SEMESTER-II
                                                  CommerceII
                         Sr. No.                        Modules
                           1       Concept of Services
                           2       Retailing
                           3       Recent Trends in Service Sector
                           4       E-Commerce
                         Sr. No.  Modules/Units
                            1    ConceptofServices
                                    Introduction: Meaning, Characteristics, Scope and
                                     Classification of Services – Importance of service
                                     sector in the Indian
                                    Marketing Mix Services: Consumer expectations,
                                     Services Mix, - Product, Place, Price, Promotion,
                                     Process of Services delivery, Physical evidence and
                                     people
                                    Service Strategies: Market research and Service
                                     development cycle, Managing demand and capacity,
                                     opportunities and challenges in service sector.
                            2    Retailing
                                    Introduction:    Concept     of    organized    and
                                     unorganized retailing , Trends in retailing, growth of
                                     organized retailing in India, Survival strategies for
                                     unorganized Retailers
                                    Retail Format: Store format, Non – Store format,
                                     Store Planning, design and layout
                                    Retail Scenario: Retail Scenario in India and Global
                                     context – Prospects and Challenges in India. Mall
                                     Management – Retail Franchising. FDI in Retailing,
                                     Careers in Retailing
                            3    RecentTrendsinServiceSector
                                    ITES Sector: Concept and scope of BPO, KPO, LPO
                                     andERP.
                                    Banking and Insurance Sector: ATM, Debit &
                                     Credit  Cards, Internet Banking – Opening of
                                     Insurance sector for private players, FDI and its
                                     impact on Banking and Insurance Sector in India
                                    Logistics: Net working – Importance – Challenges