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A STUDY ON CUSTOMER ATTITUTE TOWARDS ONLINE SHOPPING

By

VISHNU PRIYA.B
(REG. NO. 2114116311)

Of

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

Of

MASTER OF BUSINESS ADMINISTRATION


June 2013

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.

Internal Guide

Head of the Department

Internal examiner

External Examiner

ACKNOWLEDGEMENT

I thank the almighty and my parents for their blessings in successful completion of the project.

My sincere thanks to Our Honorable Founder and Chairman Dr.JEPPIAAR, M.A., B.L., Ph.D. for his sincere endeavor in educating me in his premier institution. I would like to express my deep gratitude to Our Beloved Secretary and Correspondent Dr. P.CHINNADURAI, M.A., Ph.D and I express my sincere thanks to Our Directors Mrs. C.VIJAYA RAJESHWARI, Mr.C.SAKTHIKUMAR, M.E., and Mrs.SARANYA SREE SAKTHIKUMAR, B.E., for providing me with the necessary facilities for completion of this project.

I also express my gratitude to our Principal Dr. K. MANI, M.E., Ph.D, who helped in completing the project.

I take this opportunity to express my gratitude to the Head of the Department of Management studies, Dr. V.MAHALAKSHMI M.L., M.B.A., Ph.D., for providing me an opportunity and .,who have given guidance to do this project work.

I would like to express my gratitude to Mrs. P. VASUMATHI, M.B.A, and my internal guide for her constant support, suggestions and personal care throughout the project.

I would like to thank other faculty members of M.B.A department for their valuable guidance and inspiration for the successful completion of the project.

VISHNU PRIYA. B

TABLE OF CONTENT
S.No TITLE Abstract List of Tables List of Charts CHAPTER 1 : INTRODUCTION Page No.

1.1 1.2 1.3

Introduction Industry profile Company profile CHAPTER 2 : DEVELOPMENT OF MAIN THEME

1 4 10

2.1 2.2 2.3 2.4 2.5

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 3.2 3.3 3.4 3.5 Appendix

Research Methodology Analysis and Interpretation Findings Suggestions Conclusions

23 29 62 64 65

Questionnaire Bibliography

ABSTRACT
Interior design is a creative practice that analyzes programmatic information, establishes a conceptual direction, refines the design direction and produces graphics communication and construction documents.

Interior design was previously seen as playing a secondary role to architecture. It also has many connections to other design disciplines, involving the architects, industrial designers, engineers, builders, craftsmen etc. For these reasons the government of interior design standards and qualification was often incorporated into other professional organization that involved design.

The study is to identify the satisfaction level of customers regard to service quality and the customers perception and expectation towards Jai maruthi interiors. The study is to evaluate the service quality 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.

The method of survey is census and the size of population is 160.The questionnaire method is used for the study. Primary data and secondary data is used for the study. Statistical tools used are chi square, ANNOVA, weighted average, correlation, interval estimation.

Jai marthi interiors have majority of satisfied customers. service Quality is maintained by the company. Design outsource is the best attribute of Jai maruthi interiors .customers are attracted by the services provided by the company.

S.No

LIST OF TABLES

Page. No

3.2.1

TABLE SHOWING THE YEARS OF USAGE OF JAI MARTHI INTERIORS

29

3.2.2

TABLE SHOWING THE SATISFACTION LEVEL OF RESPONDENTS

31

3.2.3

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

3.2.4

37

3.2.5

38

3.2.6

TABLE SHOWING CHARACTERISTICS OF JAI MARUTHI INTERIORS TABLE SHOWING THE PREFERENCE TOWARDS JAI MARUTHI INTERIORS

40

3.2.7

42

3.2.8

TABLE SHOWING SERVICS IN FUTURE OF JAI MARUTHI INTERIORS TABLE SHOWING SERVICE RENDERED TO CUSTOMERS

43

3.2.9

44

3.2.10

TABLE SHOWING THE PERCEPTION OF CUSTOMERS

45

3.2.11

TABLE SHOWING CHARACTERISTICS FEARTURE OF JAI MARUTHI INTERIORS

47

3.2.12

TABLE SHOWING IMPROVING SERVICE QUALITY

49

3.2.14

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

3.2.15

53

3.2.16 3.2.17

55 56

3.2.18

57

3.2.19

58

S.NO

LIST OF CHARTS

Page. No

3.2.1

CHART SHOWING THE YEARS OF USAGE OF RESPONDENTS

29

3.2.2

CHART SHOWINGTHE SATISFACTION LEVEL OF RESPONDENTS CHART SHOWING THE OVERALL SERVICES OF JAI MARUTHI INTERIORS

31

3.2.3

37

3.2.5

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

3.2.6

40

3.2.7

42

3.2.8

43

3.2.9

44

3.2.10

CHART SHOWING THE PERCEPTION TO CUSTOMERS

45

3.2.11

CHART SHOWING CHARACTERISTICS FEATURE OF JAI MARUTHI INTERIORS CHART SHOWING IMPROVING SERVICE QUALITY

47

3.2.12

49

3.2.13

CHART SHOWING THE SERVICES OFFERED BY JAI MARUTHI INTERIORS. 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

3.2.14

52

3.2.15 3.2.16

55 56

3.2.17

57

3.2.18 3.2.19 3.2.21

58 59 60

CHAPTER 1 INTRODUCTION

INTRODUCTION
The online shopping has grown in popularity over the years, mainly because people find it convenient and easy to bargain shop from the comfort of their home or office. The act of purchasing products or services over the internet basically called electronic shopping or internet shopping. The use of computers have been expanding significantly over the years .Presently internet has been used as a widely as a means of communication, as a potential use of information and many more. Within few years after existence of the internet, business men realized the possibilities of using internet as a medium of business. Today online shopping have become part and parcel of the people all over the world. Shopping online is always better and smarter way to spend our money. Online shopping site gives a wide range of products and more stuffs to choose based on ones needs. Shopping online always has the advantage of PRICE; many of the products will be discounted to a cheaper price. Customers will also be given online coupons, gift certificates, promotional codes based on special offers through which a considerable amount can be knocked off. Electronic shopping (e-shopping) or Online shopping this involve the internet, and money transfer like using debit or credit card for paying the item we bought. With the help of Internet the consumers can compare products, check prices, read reviews and make decision in fraction of time. In online world, the shop is a website called online shopping site.

Online shopping in reality is a catalog of products or services available for shopping. This catalog contains products arranged to categories, prices and brands. We can select the products of our interest and add to the Virtual Basket called online shopping cart. A shopping cart is a piece of software that acts as an online store's catalog and ordering process. A shopping cart allows the consumers to select merchandise and review what they have selected and make necessary modifications or additions; and purchase the merchandise. When we finish shopping, we can checkout and pay for the products use our credit card or bank account .Online shopping is the one part of e commerce revolution, where every business is finding its online presence more profitable and easily manageable.

Online shopping is becoming more and more common nowadays, due to customers living style and their sharply decreasing amount of spare time. Shopping online offers numerous benefits. The concept of online Shopping is all about using the Internet to do business better and faster. The E-Shopping refers to Electronic Commerce , Internet

Shopping , Online Stock , Selling and buying soft merchandise such as softwares , books , graphics , music , videos , apparels etc. E-Shopping is basically a link between Companies/Organization sand Consumers/Customers. It is the Paperless Exchange of business information using Electronic Data Interchange (E. D. I.). The Internet or Electronic Shopping is depending on Electronic market basically,which provides the wide range of Goods , Services , Ideas , Informations etc. On the Electronic Market we can compare the Price and Quantity with Quality and select the best one according to person. The E Shopping system is generally based on Client /Server process. The Client Processes Requesting service from server .In this technique the Client is defined as the Requester of a Service & a Server is the provider of services/goods etc . . . . Typically the E-Shopping Customer is the Client and business is Server. In the Client/Server process single machine can be Client and Server .E-Shopping is a process in which images or listings of goods and services are viewed remotely via electronic means, e.g., a vendor's Web site, items are selected for purchase, and the transaction is completed electronically with a credit card or an established credit account.

DEFINITIONS:
1. Online shopping is used for business to business transactions or business to customer transactions with applications of electronic commerce. (E-Commerce). 2. It is the modern technology of shopping which is done over the internet, i.e. the process of shopping done over the internet is called online shopping. 3. A procedure of buying and selling the Goods, Services, Technologies, Information, inventions, ideas through electronic devices (like Computer) called Electronic shopping or EShopping. 4.The shopping over the internet at 24 * 7 * 365 is called Online Shopping or E-Shopping.

FEATURES: CUSTOMER:
In order to shop online, one must be able to have access to a computer, a bank account and a debit card. Shopping has evolved with the growth of technology. According to research found in the Journal of Electronic Commerce, if we focus on the demographic characteristics of the in-home shopper, in general, the higher the level of education, income, and occupation of the head of the household, the more favorable the perception of online shopping. An influential factor in consumer attitude towards non-store shopping is exposure to technology, since it has been demonstrated that increased exposure to technology increases the probability of developing favorable attitude towards new shopping channel .In general online shopping caters to middle and upper class men and women .

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. Word of mouth has become a leading by way which people find shopping websites. When an online shopper has a good first experience with a certain website, sixty percent of the time they will return to that website to buy more . Books are one of the things bought most online. However, clothes, shoes, and accessories are all very popular things bought online. Cosmetics, nutrition products, and groceries are increasingly being purchased online. 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. Online shopping provides more freedom and control than shopping in a store. From a sociological perspective, online shopping is arguably the most predictable way to shop. One knows exactly what website to go to, how much the product will cost, and how long it will take for the product to reach them. Online shopping has become extremely routine and predictable, which is one of its great appeals to the consumer.

LOGISTICS:
Consumers find a product of interest by visiting the website of the retailer directly, or do a search across many different vendors using a shopping search engine. Once a particular product has been found on the web site of the seller, most online retailers use shopping cart software to allow the consumer to accumulate multiple items and to adjust quantities, by analogy with filling a physical shopping cart . A checkout" process follows in which

payment and delivery information is collected, if necessary. 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. The consumer often receives an e-mail confirmation once the transaction is complete. 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, for security reason.

PAYMENT:
Payment by credit card is widely accepted method of payment for online shopping. However the other methods like using e check payment , bank transfer, payments are also common. The method of payment is decided upon the mutual trust and familiarity between the online merchant and the customer. 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 , 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. Credit card also has its limit only till that amount a credit can be taken.

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.

CHEQUE PAYMENT:
Just mail or courier the cheque to the sellers place with the relevant or invoice amount.

ELECTRONIC MAIL:
In electronic cash consumer is supposed to pay through internet. 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.

CASH ON DELIVERY:
Consumer is supposed to pay his money at the delivery of his product to the company official. 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.

PRODUCT DELIVERY:
Once a payment has been accepted the goods or services can be delivered in the following ways.

DOWNLOAD SHIPPING:
This is the method often used for digital media products such as software, music, movies, or images.

SHIPPING:
The product is shipped to the customer's address.

DROP SHIPPING:
The order is passed to the manufacturer or third-party distributor, who ships the item directly to the consumer to save time, money, and space.

CONVENIENCE:
Online stores are usually available 24 hours a day, and many consumers have Internet access both at work and at home. A visit to a conventional retail store requires travel and must take place during business hours. Searching or browsing an online catalog can be faster than browsing the aisles of a physical store. 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.

INFORMATION AND REVIEWS:


Online stores describe products for sale with text, photos, and multimedia files. Some online stores provide or link to supplemental product information, such as instructions, safety procedures, demonstrations, or manufacturer specifications. Some provide background information, advice, or how-to guides designed to help consumers decide which product to buy. Some stores even allow customers to comment or rate their items. There are also dedicated review sites that host user reviews for different products. Some online stores have real-time chat features, but most rely on e-mail or phone calls to handle customer questions.

PRICE AND SELECTION:


Online price comparison services are useful for finding sellers of a specific product. E shopping provides customer to make comparisons between

different brands by going through customer reviews, so it helps a consumer to make the choice or preferences of the product and ultimately it helps them to make their buying decision. Many online malls use cookies to track the user activity for showing relevant results to maximize the shopping experience. It can also be used to track your personal details. Thus before you pass your personal information, ensure the credibility of the online merchant.

SECURITY AND SAFETY ONLINE:


The important considerations after privacy are the security and safety features used by online malls. Good websites are made in compliance with industrial standards s u c h a s SSL (secured socket layer). These standards use encryption technology to transfer information from our computer to online merchant's server. By using SSL the information we sent are scrambled this means it is not possible to get details without encryption code. Since this is done automatically in merchants server, it can be ensured that our personal details are secure. Thus make sure that we always do payment over SSL. When the company we want to deal is new to us, try to get maximum information about them before making any orders. Keep our password secret and make it in such a way that other may not be in a position to guess it. Credit card transactions are considered to be the safest mode of payment for online shopping. Make our self understood with the company's policies especially on how they are going to keep our financial and personal data secured. Keep printed copies of purchase order and confirmation details, so that it can be used in the event of disputes. Secure Sockets Layer (SSL) encryption has generally solved the problem of credit card numbers being intercepted in transit between the consumer and the merchant. Identity theft is still a concern for consumers when hackers break into a merchant's web site and steal names, addresses and credit card numbers. Computer security has thus become a major concern for merchants and e-commerce service providers, who deploy counter measures such as firewalls and anti-virus software to protect their networks.

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. 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. We can add or delete contents in shopping cart. The next step is to login a using username and password. Many online malls first require us to register with them before allowing us to pay for the bought items. Enter the address to which we want the product to be delivered. We might also want to select the payment mode. After choosing the mode of payment there will be other boxes to fill our billing address or the payment details. Some online malls even ask our mail, phone number etc. 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 , 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. We can also cancel order if needed keep the printed copy of the purchased order and confirmations for records.

The following are the various steps in online shopping

STEP- 1. USER PLACING ORDER:The user preliminary select the best one which he want, or which he/she have demand. The user find it or search it on websites or search engines (like Google).After selecting the best one of them user gives the best order to the Merchants Web Server.

STEP- 2. MERCHANTS WEB SERVER:-

After placing the order through user the order goes to Merchant Web Server. 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. It is also send request to Payment Gateway.

STEP- 3. PAYMENT GATEWAY:Payment Gateway is a tool where the merchant send a request for checking the amount in the account. The Payment Gateway plays an important role in E-shopping tool. The Payment Gateway sends a request of conformation to the bank and receives a bank response.

STEP- 4 . BANK:The bank is places which transect the amount between the customers to mar chanters account. Bank is basically a place which checks the Account Statements or Account Balance. The Banks are supports to check the money and if that is satisfied then bank transfer the amount to the merchant account . Bank is a link between customer and Merchant and bank takes some charge for transactions

ADVANTAGES: 1 . 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 . 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 . W e m a y w o r r y o n Traveling, 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 . W i t h o n l i n e s h o p p i n g , w e n e e d n o t h a v e t o worry about weather conditions as well.

2. 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. Online shops have no holidays, closing times or a n y o t h e r p r o b l e m s . Y o u c a n s h o p 2 4 h r s a d a y , 7 d a y s a w e e k a n d 3 6 5 d a y s y ear.

3. 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, price comparisons. Since so many companies have come up with the facilities of online shopping, the price comparison and quality comparison of the products and Services are possible. Some online malls also provide customer reviews about each product, thus we can easily find out what other customers think about the product or services before buying those products.

4. 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. We also might get amazing offers from different Online stores that will effectively reduce the price than buying offline.

5 . 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, mileage, manufacturing date, etc

6. Payment Credit Period: I n E - 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.

7 . 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.

OBJECTIVES:
1. To study the demographic factors of customers purchases through online (ques1to4) 2 To study the factors influencing the online shoppers (ques9, 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, methods of data collection, design of the study, sampling, the tools used for the analyses and limitation of the study.

5 Sampling technique and statistical tools Sample size

A sample of 100 people are taken for the study .It includes businesspersons, professions, non professions, student, and retired persons.

Sampling technique
The sampling technique is used for the study is convenient sampling

6. 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. There are 2 sources of data

Primary data:
The questionnaire method is used to collect the data for the purpose of the study. The questionnaire has been divided in to 3 parts .The first questionnaire deals with demographic characteristics, second questionnaire deals with buying behavior and the customer satisfaction with regard to online shopping, 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.

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, journals and published documents.

8. LIMITATION:
1 . 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, here it is assumed that only with this information it is convinced to buy the product. There is no salesman to provide information about the product

2. 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 . . Seeing the picture of a product is far inferior to that of seeing it in real world. When we go for real world shopping, we can actually touch, feel or sense it with different means, but for online w e c a n o n l y v i e w t h e electronic catalogues. Even though this problems has been rectified to certain extent by use of 3D product catalogues, some online malls still uses the old fashioned images in product catalogues.

3. 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 , t h e n i n such situation it becomes senseless and meaningful to make purchase through online shopping

4. 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 , 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. Time factor : Once the customer places an order then he has to wait long, in order to get delivery of his product, since it is a long procedure it normally takes 10-15days to actually reach the product to the consumer

6. Security factor: While making online shopping the consumer should have to be

conscious about the usage of his credit car ds, so that it gets prevented from any unauthorized Userssuch as hackers, so security concern becomes another Determining factor for the consumer while going for online shopping.

9. CHAPTERISATION:

Chapter 1: Introduction: This chapter gives an introduction about the


customer attitude towards online shopping, objectives, methodology and limitation of the study.

Chapter 2: Review of literature: Research work of early scholars relevant to


this study are reviewed and highlighted. Abstracts of various papers mentioning the purpose and the basic premise of the study is briefed along with the findings of each research paper.

Chapter 3: Analysis and interpretation: This chapter deals with the analysis
of demographic profile of customers, factors influencing the online shoppers and the satisfaction towards online shopping. The percentage , 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.