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(REG. NO. 2114116311)
PANIMALAR ENGINEERING COLLEGE
A PROJECT REPORT Submitted to the
FACULTY OF MANAGEMENT STUDIES
In partial fulfillment of the requirements For the award of the degree
MASTER OF BUSINESS ADMINISTRATION
PANIMALAR ENGINEERING COLLEGE (A CHRISTIAN MINORITY INSTITUTION) JAISAKTHI EDUCATIONAL TRUST BANGALORE TRUNK ROAD VARADARAJAPURAM, NASARATHPETTAI, POONAMALLEE, CHENNAI - 600 123.
DEPARTMENT OF MANAGEMENT STUDIES CERTIFICATE This is to certify that this project report titled “A STUDY ON CUSTOMER ATTITUTE TOWARDS ONLINE SHOPPING” is the bonafide work of VISHNU PRIYA.B REG NO (211411631054) who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on earlier occasion on this or any other candidate.
Head of the Department
. I would like to express my gratitude to Mrs. C.C.D. Mr. for his sincere endeavor in educating me in his premier institution. for providing me an opportunity and . Ph.E.CHINNADURAI.. VISHNU PRIYA...A department for their valuable guidance and inspiration for the successful completion of the project..who have given guidance to do this project work. and Mrs. I would like to express my deep gratitude to Our Beloved Secretary and Correspondent Dr.SAKTHIKUMAR.D and I express my sincere thanks to Our Directors Mrs.ACKNOWLEDGEMENT I thank the almighty and my parents for their blessings in successful completion of the project. M.JEPPIAAR.E. M. M.L..A. I also express my gratitude to our Principal Dr. for providing me with the necessary facilities for completion of this project.VIJAYA RAJESHWARI. Ph.B.MAHALAKSHMI M. M. suggestions and personal care throughout the project.A.. M.SARANYA SREE SAKTHIKUMAR. and my internal guide for her constant support. MANI. I take this opportunity to express my gratitude to the Head of the Department of Management studies.E. B . P. Ph.. who helped in completing the project. Dr. V. I would like to thank other faculty members of M.D. Ph. B.B.A.L. B.. My sincere thanks to Our Honorable Founder and Chairman Dr. M.B. P.. K.A.D. VASUMATHI.
3 Introduction Industry profile Company profile CHAPTER – 2 : DEVELOPMENT OF MAIN THEME 1 4 10 2.4 2.3 3.1 1.2 3. 1.3 2.2 1.4 3.No TITLE Abstract List of Tables List of Charts CHAPTER – 1 : INTRODUCTION Page No.TABLE OF CONTENT S.5 Need for the study Objectives of the study Scope of the study Limitations of the study Review of Literature 15 16 17 18 19 CHAPTER – 3 : ANALYSIS AND INTERPRETATION 3.1 3.1 2.5 Appendix Research Methodology Analysis and Interpretation Findings Suggestions Conclusions 23 29 62 64 65 Questionnaire Bibliography .2 2.
The study is to evaluate the service quality of Jai maruthi interiors. Jai marthi interiors have majority of satisfied customers. craftsmen etc.The questionnaire method is used for the study. The method of survey is census and the size of population is 160. The study is to identify the satisfaction level of customers regard to service quality and the customer’s perception and expectation towards Jai maruthi interiors.ABSTRACT Interior design is a creative practice that analyzes programmatic information. Primary data and secondary data is used for the study. industrial designers. engineers. service Quality is maintained by the company. Statistical tools used are chi square.customers are attracted by the services provided by the company. For these reasons the government of interior design standards and qualification was often incorporated into other professional organization that involved design. establishes a conceptual direction. . weighted average. builders. correlation. It also has many connections to other design disciplines. ANNOVA. Design outsource is the best attribute of Jai maruthi interiors . compare the service quality of Jai maruthi interiors with other players in the market and analyze the various service provided by Jai maruthi interiors. refines the design direction and produces graphics communication and construction documents. Interior design was previously seen as playing a secondary role to architecture. interval estimation. involving the architects.
9 44 3.10 TABLE SHOWING THE PERCEPTION OF CUSTOMERS 45 .S.7 42 3.2.4 37 3.2.2 TABLE SHOWING THE SATISFACTION LEVEL OF RESPONDENTS 31 3.No LIST OF TABLES Page.6 TABLE SHOWING CHARACTERISTICS OF JAI MARUTHI INTERIORS TABLE SHOWING THE PREFERENCE TOWARDS JAI MARUTHI INTERIORS 40 3.2.2. No 18.104.22.168 TABLE SHOWING THE YEARS OF USAGE OF JAI MARTHI INTERIORS 29 22.214.171.124 38 3.2.8 TABLE SHOWING SERVICS IN FUTURE OF JAI MARUTHI INTERIORS TABLE SHOWING SERVICE RENDERED TO CUSTOMERS 43 3.3 TABLE SHOWING THE FEARTURES OF JAI MARUTHI INTERIORS TABLE SHOWING THE OVERALL SERVICES OF JAI MARUTHI INTERIORS TABLE SHOWING ATTRIBUTES OF JAI MARUTHI INTERIORS 33 3.2.
11 TABLE SHOWING CHARACTERISTICS FEARTURE OF JAI MARUTHI INTERIORS 47 3.18 57 3.2.16 126.96.36.199 TABLE SHOWING THE CHARACTERISTICS FEARTURE OF JAI MARUTHI TABLE SHOWING THE FACTORS THAT INFLUENCE TO AVAIL THE SERVICE OF INTERIOR DECORATORS TABLE SHOWING THE OPINION OF COMPETITIVENESS TABLE SHOWING THE RECOMMMEND OF JAI MARUTHI INTERIORS TABLE SHOWING THE LIKELINESS OF RECOMMENDING BRAND TO OTHERS TABLE SHOWING THE SERVICES EXPECTED IN FUTURE 52 3.2.17 55 56 3.2.15 53 3.2.12 TABLE SHOWING IMPROVING SERVICE QUALITY 49 188.8.131.52.19 58 .
S.10 CHART SHOWING THE PERCEPTION TO CUSTOMERS 45 3.2.8 43 3.2.9 44 3.1 CHART SHOWING THE YEARS OF USAGE OF RESPONDENTS 29 3.2.11 CHART SHOWING CHARACTERISTICS FEATURE OF JAI MARUTHI INTERIORS CHART SHOWING IMPROVING SERVICE QUALITY 47 3.2.2 CHART SHOWINGTHE SATISFACTION LEVEL OF RESPONDENTS CHART SHOWING THE OVERALL SERVICES OF JAI MARUTHI INTERIORS 31 3.7 42 3.2.6 40 3.5 CHART SHOWING THE ATTRIBUTES OF JAI MARUTHI INTERIORS CHARTSHOWING THE FEATURES OF JAI MARUTHI INTERIORS CHART SHOWING PREFERENCE TOWARDS JAI MARUTHI INTERIORS CHART SHOWING SERVICES IN FUTURE OF JAI MARUTHI INTERIORS CHART SHOWING SERVICE RENDEREED TO CUSTOMERS 38 184.108.40.206.NO LIST OF CHARTS Page.12 49 .2.2.3 37 3.2. No 3.
220.127.116.11. CHART SHOWING CHARACTERISTIC FEARTURE OF JAI MARUTHI INTERIORS CHART SHOWING OPINION OF COMPETITIVENESS CHART SHOWING THE RECOMMEND OF JAI MARUTHI INTERIORS CHART SHOWING THE LIKELINESS OF RECOMMENDING BRAND TO OTHERS CHART SHOWING THE SERVICES EXPECTED IN FUTURE CHART SHOWING THE COMPLETION OF PROJECT ON TIME CHART SHOWING THE COMPANIES OVERALL PERFORMANCE OF INTERIOR DECORATORES 51 18.104.22.168 CHART SHOWING THE SERVICES OFFERED BY JAI MARUTHI INTERIORS.2.14 52 3.16 55 56 3.15 3.21 58 59 60 .2.19 3.17 57 3.2.18 3.
CHAPTER 1 INTRODUCTION .
The act of purchasing products or services over the internet basically called electronic shopping or internet shopping. A shopping cart allows the consumers to select merchandise and review what they have selected and make necessary modifications or additions.Online shopping is the one part of e commerce revolution. promotional codes based on special offers through which a considerable amount can be knocked off.INTRODUCTION The online shopping has grown in popularity over the years. gift certificates. prices and brands. We can select the products of our interest and add to the “Virtual Basket called online shopping cart. The use of computers have been expanding significantly over the years . check prices. and purchase the merchandise. and money transfer like using debit or credit card for paying the item we bought. Shopping online always has the advantage of “PRICE”. where every business is finding its online presence more profitable and easily manageable. Online shopping site gives a wide range of products and more stuffs to choose based on ones needs. With the help of Internet the consumers can compare products. business men realized the possibilities of using internet as a medium of business. Customers will also be given online coupons. The E-Shopping refers to Electronic Commerce . Shopping online offers numerous benefits. Electronic shopping (e-shopping) or Online shopping this involve the internet. the shop is a website called online shopping site. Internet . When we finish shopping. A shopping cart is a piece of software that acts as an online store's catalog and ordering process. Within few years after existence of the internet.Presently internet has been used as a widely as a means of communication. Shopping online is always better and smarter way to spend our money. The concept of online Shopping is all about using the Internet to do business better and faster. This catalog contains products arranged to categories. Today online shopping have become part and parcel of the people all over the world. many of the products will be discounted to a cheaper price. mainly because people find it convenient and easy to bargain shop from the comfort of their home or office. as a potential use of information and many more. we can checkout and pay for the products use our credit card or bank account . In online world. Online shopping is becoming more and more common nowadays. due to customers living style and their sharply decreasing amount of spare time. read reviews and make decision in fraction of time. Online shopping in reality is a catalog of products or services available for shopping.
The Internet or Electronic Shopping is depending on Electronic market basically.The shopping over the internet at 24 * 7 * 365 is called Online Shopping or E-Shopping.which provides the wide range of Goods . a vendor's Web site. Services .In this technique the Client is defined as the Requester of a Service & a Server is the provider of services/goods etc . 3. I.g. Typically the E-Shopping Customer is the Client and business is Server. Services. graphics . e. i.Shopping . . inventions. music . and the transaction is completed electronically with a credit card or an established credit account. The E – Shopping system is generally based on Client /Server process. the process of shopping done over the internet is called online shopping. In the Client/Server process single machine can be Client and Server . D. E-Shopping is basically a link between Companies/Organization sand Consumers/Customers. On the Electronic Market we can compare the Price and Quantity with Quality and select the best one according to person. videos . Selling and buying soft merchandise such as software’s .). Technologies. Informations etc. It is the modern technology of shopping which is done over the internet. (E-Commerce).e. items are selected for purchase. Online shopping is used for business to business transactions or business to customer transactions with applications of electronic commerce. The Client Processes Requesting service from server . Information. . Online Stock . books .E-Shopping is a process in which images or listings of goods and services are viewed remotely via electronic means. 4.. . 2. It is the Paperless Exchange of business information using Electronic Data Interchange (E. Ideas . ideas through electronic devices (like Computer) called Electronic shopping or EShopping. A procedure of buying and selling the Goods. DEFINITIONS: 1. . apparels etc.
An influential factor in consumer attitude towards non-store shopping is exposure to technology. or do a search across many different vendors using a shopping search engine. most online retailers use shopping cart software to allow the consumer to accumulate multiple items and to adjust quantities. Shopping has evolved with the growth of technology. one must be able to have access to a computer. One knows exactly what website to go to. From a sociological perspective. Once a particular product has been found on the web site of the seller. if we focus on the demographic characteristics of the in-home shopper. which is one of its great appeals to the consumer. Books are one of the things bought most online. nutrition products. income. how much the product will cost. the more favorable the perception of online shopping. About one fourth of travelers buy their plane tickets online because it is a quick and easy way to compare airline travel and make a purchase. LOGISTICS: Consumers find a product of interest by visiting the website of the retailer directly. Word of mouth has become a leading by way which people find shopping websites. and how long it will take for the product to reach them. Online shopping has become extremely routine and predictable. TRENDS: One third of people that shop online use a search engine to find what they are looking for and about one fourth find websites by word of mouth. a bank account and a debit card. Online shopping provides more freedom and control than shopping in a store. the higher the level of education. and accessories are all very popular things bought online. However. clothes. sixty percent of the time they will return to that website to buy more . When an online shopper has a good first experience with a certain website.In general online shopping caters to middle and upper class men and women . According to research found in the Journal of Electronic Commerce. and occupation of the head of the household. A “checkout" process follows in which . Cosmetics. online shopping is arguably the most predictable way to shop. by analogy with filling a physical shopping cart . since it has been demonstrated that increased exposure to technology increases the probability of developing favorable attitude towards new shopping channel .FEATURES: CUSTOMER: In order to shop online. and groceries are increasingly being purchased online. shoes. in general.
Consumer must pay to his bank then the bank gives certain numerals for payment which the consumer gives through internet to seller and then the bank withdraws money from a consumer's account in the form of a certificate and transferred into the vendor's account for purchases. for security reason. CHEQUE PAYMENT: Just mail or courier the cheque to the sellers place with the relevant or invoice amount. DEBIT CARD: A similar transactions as like Credit Card but only the difference is h e r e a l r e a d y t h e a m o u n t w i l l b e t h e r e i n b u ye r s a c c o u n t a n d h e c a n m a k e a purchase only up to the available balance amount. Credit card also has its limit only till that amount a credit can be taken. bank transfer. b u y e r i s supposed to give his credit card number then seller will check whether it is valid or not and accordingly debit his account. ELECTRONIC MAIL: In electronic cash consumer is supposed to pay through internet. The less sophisticated stores may rely on consumers to phone or e-mail their orders (though credit card numbers are not accepted by e-mail. Some stores allow consumers to sign up for a permanent online account so that some or all of this information only needs to be entered once. CASH ON DELIVERY: Consumer is supposed to pay his money at the delivery of his product to the company official. payments are also common. It is offered by few sellers only as there is always a risk involved in case if consumer refuses to pay the entire amount and get involves in unnecessary bargains. However the other methods like using e check payment . The various methods of payment are described below CREDIT CARD: A c o n s u m e r c a n m a k e p a ym e n t b y u s i n g c r e d i t c a r d s . if necessary. The consumer often receives an e-mail confirmation once the transaction is complete.payment and delivery information is collected. PAYMENT: Payment by credit card is widely accepted method of payment for online shopping. . The method of payment is decided upon the mutual trust and familiarity between the online merchant and the customer.
who ships the item directly to the consumer to save time. Some online stores have real-time chat features. demonstrations. DOWNLOAD SHIPPING: This is the method often used for digital media products such as software. and multimedia files. movies. PRICE AND SELECTION: Online price comparison services are useful for finding sellers of a specific product. There are also dedicated review sites that host user reviews for different products.PRODUCT DELIVERY: Once a payment has been accepted the goods or services can be delivered in the following ways. and many consumers have Internet access both at work and at home. or manufacturer specifications. photos. money. but most rely on e-mail or phone calls to handle customer questions. such as instructions. SHIPPING: The product is shipped to the customer's address. CONVENIENCE: Online stores are usually available 24 hours a day. A visit to a conventional retail store requires travel and must take place during business hours. or images. advice. INFORMATION AND REVIEWS: Online stores describe products for sale with text. Searching or browsing an online catalog can be faster than browsing the aisles of a physical store. or how-to guides designed to help consumers decide which product to buy. safety procedures. music. and space. Some stores even allow customers to comment or rate their items. DROP SHIPPING: The order is passed to the manufacturer or third-party distributor. Many online stores give the consumer the delivery company's tracking number for their package when shipped. so they can check its status online and know exactly when it will arrive. Some online stores provide or link to supplemental product information. Some provide background information. E shopping provides customer to make comparisons between .
We can add or delete contents in shopping cart.1. Many online malls first require us to register with them before allowing us to pay for the bought items. We might also want to select the payment mode. We can also cancel order if needed keep the printed copy of the purchased order and confirmations for records.ONLINE SHOPPING PROCEDURE: Online shopping malls are just an electronic catalogue of products hence to facilitate easier access to require products almost major online malls allows searching the entire catalogue. Some online malls even ask our mail. T h e n w a i t f o r t h e c o n f i r m a t i o n o f o u r o r d e r . Enter the address to which we want the product to be delivered. The following are the various steps in online shopping STEP. After choosing the mode of payment there will be other boxes to fill our billing address or the payment details. The first step in the online shopping is to search for specific product categories with integrated search function once we find the required product put it in a virtual shopping cart and continue shopping after adding enough items in shopping cart check out each of them. MERCHANT’S WEB SERVER:- . or which he/she have demand.2. STEP. The next step is to login a using username and password.After selecting the best one of them user gives the best order to the Merchant’s Web Server. w e c a n a l s o m o d i f y t h e o r d e r b y a d d i n g o r removing items. The user find it or search it on websites or search engines (like Google). USER PLACING ORDER:The user preliminary select the best one which he want. phone number etc.
w e n e e d n o t h a v e t o worry about weather conditions as well. 7 d a y s a w e e k a n d 3 6 5 d a y s y ear. The Payment Gateway sends a request of conformation to the bank and receives a bank response. Bank is a link between customer and Merchant and bank takes some charge for transactions ADVANTAGES: 1 . Time Flexibility: A n o t h e r b i g a d v a n t a g e o f o n l i n e s h o p p i n g i s t h e flexibility of shopping.4 . Convenience Th e m a j o r advantage of online shopping i s t h e convenience it o f f e r s . PAYMENT GATEWAY:Payment Gateway is a tool where the merchant send a request for checking the amount in the account. STEP.3. BANK:The bank is places which transect the amount between the customers to mar chanter’s account. Y o u c a n s h o p 2 4 h r s a d a y . W e m a y w o r r y o n Traveling. It is also send request to Payment Gateway. . W i t h o n l i n e s h o p p i n g . The Banks are supports to check the money and if that is satisfied then bank transfer the amount to the merchant account . The Merchant Web Server is a server which receives the orders from client or users and gives him a response whose comes from server side. The Payment Gateway plays an important role in E-shopping tool. Bank is basically a place which checks the Account Statements or Account Balance. STEP. Online shops have no holidays. 2. traffic blocks and parking constraints in real world shopping but it can be avoided w h i l e s h o p p i n g o n l i n e .After placing the order through user the order goes to Merchant Web Server. B y sitting back at home we can now shop an ything from candles to vehicles b y s e v e r a l c l i c k s o f m o u s e b u t t o n s . closing times or a n y o t h e r p r o b l e m s .
. etc 6. 5 . Price and quality comparison: O n e o f t h e a d v a n t a g e s o f o n l i n e s h o p p i n g i s t h e facilities available for product. Payment Credit Period: I n E . 7 . 4. thus we can easily find out what other customers think about the product or services before buying those products.s h o p p i n g c o n s u m e r d o n o t n e e d t o m a k e t a n g i b l e payment of their goods as the consumer need to pay it after some period which gives consumer a better time period to make arrangement for the payment. Amazing Offers: W e c a n e f f i c i e n t l y u s e t h e s e f a c i l i t i e s t o d e c i d e w h e t h e r a product or service is worth the price quoted. price comparisons. manufacturing date. Information provided : online shopping provides ample information regarding the product which the consumer expect about the product such as for car it covers the company name.3. Some online malls also provide customer reviews about each product. the price comparison and quality comparison of the products and Services are possible. No Geographical Barrier : Ecommerce facilitate people to carry out their business without any geographical barrier because all the business transaction of buying and selling has to be done over the internet which implies no geographical barrier. mileage. Since so many companies have come up with the facilities of online shopping. We also might get amazing offers from different Online stores that will effectively reduce the price than buying offline.
It includes businesspersons. 10) 3 To study the buying behavior and the customer satisfaction with regard to online shopping (Ques 5to8) 3 Hypotheses: Ho: There is no significant association between occupation and spending attitude towards online shopping H1: There is a significant association between occupation and spending attitude towards online shopping 4 Methodologies It describes the sources of the data. the tools used for the analyses and limitation of the study. To study the demographic factors of customers purchases through online (ques1to4) 2 To study the factors influencing the online shoppers (ques9. methods of data collection. non professions.OBJECTIVES: 1. Sampling technique The sampling technique is used for the study is convenient sampling . and retired persons. 5 Sampling technique and statistical tools Sample size m A sample of 100 people are taken for the study . sampling. design of the study. professions. student.
6. third questionnaire deals with the factors influencing online shoppers. Questionnaire method has been adopted so that respondents would be able to give their frank opinion about the subject. 8. The questionnaire has been divided in to 3 parts . LIMITATION: 1 . There are 2 sources of data Primary data: The questionnaire method is used to collect the data for the purpose of the study. journals and published documents. Secondary data Secondary data is the data gathered by the research from the experts in the field and from other documentary sources such as magazines.The first questionnaire deals with demographic characteristics. Lack of personal interaction : In online shopping consumer is supposed to buy the goods with the help of information provided by the website about the respective product. STATISTICAL TOOL USED FOR STUDY: The statistical tools used for the study are Percentage Weighted mean Chi-square 7 Tools of Data collection: Sources of data This refers the sources to be tapped for relevant information that fulfills the objectives of the data. second questionnaire deals with buying behavior and the customer satisfaction with regard to online shopping. There is no salesman to provide information about the product . here it is assumed that only with this information it is convinced to buy the product.
Seeing the picture of a product is far inferior to that of seeing it in real world. so that it gets prevented from any unauthorized Userssuch as hackers. When we go for real world shopping. Tangibility factor: I n o n l i n e s h o p p i n g t h e r e i s a b s e n c e o f t a n g i b i l i t y f a c t o r . Security factor: While making online shopping the consumer should have to be conscious about the usage of his credit car ds. t h e n i n such situation it becomes senseless and meaningful to make purchase through online shopping 4. 9. feel or sense it with different means. h e h a s t o g e t c o n v i n c e d w i t h w h a t t h e d i s p l a y i n g p r i c e o f t h e product 5.2. we can actually touch. so security concern becomes another Determining factor for the consumer while going for online shopping. CHAPTERISATION: . some online malls still uses the old fashioned images in product catalogues. No scope for bargaining: In online shopping the consumer do not have any scope f o r b a r g a i n i n g . 3. but for online w e c a n o n l y v i e w t h e electronic catalogues. since it is a long procedure it normally takes 10-15days to actually reach the product to the consumer 6. Shipping cost: I f t h e s h i p p i n g c o s t i s m o r e t h a n t h e a c t u a l p r o d u c t c o s t . Time factor : Once the customer places an order then he has to wait long. . Even though this problems has been rectified to certain extent by use of 3D product catalogues. in order to get delivery of his product.
Chapter 3: Analysis and interpretation: This chapter deals with the analysis of demographic profile of customers. Chapter 2: Review of literature: Research work of early scholars relevant to this study are reviewed and highlighted. Chapter 1: Introduction: This chapter gives an introduction about the customer attitude towards online shopping. factors influencing the online shoppers and the satisfaction towards online shopping. Abstracts of various papers mentioning the purpose and the basic premise of the study is briefed along with the findings of each research paper. objectives. methodology and limitation of the study. chi square and weighted mean are used to analyze the customer satisfaction towards online shopping Chapter 4: Conclusion: This chapter gives a conclusion that most of the people preferred online shopping because it saves time of the consumer. . The percentage .
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