A Study on Consumer Satisfaction

towards Online Shopping in Tiruppur

CHAPTER- I
1.1 INTRODUCTION
Internet is changing the way consumers shop and buy goods and services, and has
rapidly evolved into a global phenomenon. Many companies have started using the Internet
with the aim of cutting marketing costs, thereby reducing the price of their products and
services in order to stay ahead in highly competitive markets. Companies also use the
Internet to convey communicates and disseminate information, to sell the product, t o take
feedback and also to conduct satisfaction surveys with customers. Customers use the Internet
not only to buy the product online, but also to c o m p a r e prices, product features and after
sale service facilities the will receive if they purchase the product from a particular store. Many
experts are optimistic about the prospect of online business.
In addition to the tremendous potential of the E-commerce market, the Internet provides a
unique opportunity for companies to m o r e efficiently reach existing and potential
customers. Although most of the revenue of online transactions comes from business-to-
business commerce, the practitioners of business-to-consumer commerce should not lose
confidence. It has been more than a decade since business-to-consumer E-commerce first
evolved. Scholars and practitioners of electronic commerce constantly strive to gain an
improved insight into consumer behaviour in cyberspace. Along with the development of E-
retailing, researchers continue to e x p l a i n E- consumer’s behaviour from different
perspectives. Many of their studies have posited new emergent factors or assumptions which
are based on the traditional models of consumer behaviour, and then examine their validity
in the Internet context.
ONLINE SHOPPING IN INDIA
The birth and growth of Internet has been the biggest event of the century. E-
commerce in India has come a long way from a timid beginning in the 1999-2000 to a period
where one can sell and find all sorts of stuff from a high end product to a meagre peanut online.
Most corporations are using Internet to represent their product range and services so that it is
accessible to the global market and to reach out to a larger range of their audience.
Computers and the Internet have completely changed the way one handles day-to-
day transactions; online shopping is one of them. The Internet has brought about sweeping
changes in the purchasing habits of the people. In the comfort of one’s home, office or cyber
cafe or anywhere across the globe, one can log on and buy just about anything from apparel,
books, music, and jeweller to digital cameras, mobile phones, MP3 players, video games,
movie tickets, rail and air tickets. Ease, simplicity, convenience and security are the key
factors turning the users to buy online.
It is a fact that a great online shopping revolution is expected in India in the coming
years. There is a huge purchasing power of a youth population aged 18-40 in the urban area.
  FEW FACTORS THAT BOOST ONLINE SHOPPING IN INDIA

 Rapid growth of cybercafés across India

 Access to Information
 The increase in number of computer users
 Reach to net services through broadband
 Middle-class population with spending power is growing. There are about 200 million
of middle-class population good s p e n d i n g powers. These people have very little
time to spend for shopping. Many of them have started to depend on internet to satisfy
their shopping desires.

 FEW FACTS ABOUT ONLINE SHOPPING

The figures from IAMAI show that the internet users in India will grow to 300 million
by 2013. Around 25% of regular shoppers in India are in the 18-25 age groups, and 46% are
in the 26-35-year range
 . Indian online matrimonial sector is worth around $230 million.
 Worldwide E-commerce is only growing at the rate of 28%, since India being a
younger market, the growth of e-commerce is expected at 51% in the coming years.
In line with global trends finally India has also started shopping online these days. As per
the study by IAMAI online shopping in India has rose from $11million in 1999-2000 to $522
million in 2007 and it is expected to rise above $700 million by end March 2013.
In 2013, the e-retail segment was worth US$2.3 billion. About 70% of India’s e-
commerce market is travel related. According to Google India, there were 35 million online
shoppers in India in 2014 Q1 and is expected to cross 100 million mark by end of year 2016.
CAGR vis-à-vis a global growth rate of 8–10%. Electronics and Apparel are the biggest
categories in terms of sales.
According to a study conducted by the Internet and mobile association of India
e-commerce sector is estimated to reach Rest. 211,005 crores by December 2016. The
study also stated that online travel accounts for 61% of the e-commerce market.
By 2020, India is expected to generate $100 billion online retail revenue out of which $35
billion will be through fashion e-commerce. Online apparel sales are set to grow four times in
coming years.
 CHANGING ATTITUDE TOWARDS ONLINE SHOPPING
“Awareness, Future Demand Focus for Emerging Markets & Current Issues” Mal s
springing up everywhere and yet people are E-shopping! And not in small numbers either.
Consumers are more rational nowadays and have ability to get the choices from the market.
Awareness among the consumers is spread through internet. The number of internet users is
increasing day by day which attracts people who have an option to buy online. It was never
thought that Indians would go in for e-shopping in such a big way. Ticketing, travel bookings
and even books and movies seem fine to buy online. Knowing that in India sizes vary from
brand to brand and quality is inconsistent, even of some electronic items, how is it that there are
people buying these items online? In India there are some segments of people who have not
yet tried purchasing over internet.
Here is the few reason why internet shopping is preferable:
 Convenience
Online stores are usually available 24 hours a day, and many consumers have Internet
access both at work and at home. Other establish such as internet cafes and schools provide
access as well. A visit to a conventional retail store r e q u i r e s travel and must take place
during business hours.

 Information and reviews

Online stores must describe products for sale with text, photos, and multimedia files.
Some stores even allow customers to comment or rate their items. There are also dedicated
review sites that host user reviews for different products. Reviews and now blogs give
customers the option of shopping cheaper organize purchases from all over the world without
having to depend on local retailers.

 Home delivery concept

In any case, home delivery is a concept that Indians are familiar with and love. The mall
craze has started only now. Earlier it was a choice between sweating it out in small crowded
markets, or asking a friendly neighbourhood Karana (grocer) to deliver groceries home and
this system is still thriving.

 Increase in the Internet users

Increasing penetration of Internet connectivity and PCs has led to an increase in the
Internet users across India. The demographic segments that have witnessed maximum
growth comprise college going students and young persons. These segments are the users of
advanced applications and technologies online and are most likely to be heavy E-Commerce
users.
 Increase in the number of buyers and sellers
The success of a marketplace depends on the presence of a large number of buyers and a
large number of sellers. In addition to online buyers, many offline stores have begun to sell their
products in the online marketplace. The greater the number of sellers and buyers, the faster the
market grows.
HISTORY OF ONLINE SHOPPING
Online shopping is a form of electronic commerce whereby consumers directly buy
goods or services from a seller over the Internet without an intermediary service. An online shop,
e-shop, e-store, Internet shop, web-shop, web-store, online store, or virtual store evokes the
physical analogy of buying products or services at a bricks-and-mortar retailer or shopping
Centre. The process is called business-to-consumer (B2C) online shopping. When a business
buys from another business it is called business-to-business (B2B) online shopping.
1979;
Videotext was being researched since much earlier for supplying the end users with
textual information. Much work was done in UK on videotext, it was a two-way message service
and developed basically y for information sending where “many companies” were interested in,
but on the backdrop of al that Michael Aldrich in 1979 gave the “concept of teleshopping”
(today online shopping) which revolutionized the way businesses happen. Same happened in the
US around that year with services like The Source and CompuServe.
1982;
Minitel succeeded Videotext as online service making online purchases, check share
market, search telephone directory and could even chat. This is one of the most successful
services before WWW using telephone lines; it was launched in France successfully but in UK
as well but to less success.
1987;
With Serge (offshoot of CompuServe) the community of software developers and
shareware authors got an online market where they could sell their product using “Merchant
account”. Thus online shopping started for then software industry people.
1990;
Tim Berners-Lee wrote the World Wide Web and gave the first browser to view the
web which changed most of things; a whole new revolution started, which till date is ON.
1992;
Revolutionary book by J.H. Snider and Terra Siporin namely; Future Shop: How New
Technologies Will Change the Way We Shop and What We Buy. St. Martin’s Press.
1994;
Netscape released Navigator browser, later introduced Secure Sockets Layer (SSL)
encryption for secure transaction. Pizza Hut started online ordering on their webpage, cars, bikes
and adult content as well started selling on the internet.
1995;
Amazon.com started s e l l i n g each and everything online, and along with that Jeff
Bezos starts first commercial-free 24 hours, internet-only radio stations. Then Radio HK and Net
Radio start broadcasting. Companies like Dell and Cisco started using internet in all their
transactions. Online auction started by eBay.
1998;
United States started selling Electronic postal stamps online wherein they could be
purchased and downloaded for print.
1999;
Acquisition of Business.com by e-Companies in US $7.5 million. Napster the peer-to-
peer file sharing software launches. Home decorative items started selling on ATG Stores.
2000;
The dot-com bust as we know it today wasn’t something that happened in a day,
over speculation for a period of time (approx. 1995-2000) where just the prefix “e-” or “.com”
in names could make stock prices rise at great rates. This saw a great many companies rise and
fall.
Many entrepreneurs came up with broil giant plans and most got pretty “generous”
venture capitalists, most of these firms started working on the principle “expand the market and
later profits will cover all present debts and losses.” This speculation was constantly taking the
market upwards with NASDAQ at a peak of 5132.52 points on March 10, 2000. After this
the market goes down and with them the over speculating ones were just wiped off the market.
2002;
PayPal the company which offered an alternative (through internet) to cash or check
payment was acquired by eBay for $1.5 billion. CSN Stores and founded with the concept of
domain specific commodity and sprung with many online stores, going for one item on each
website.
2003;
Online shopping matures showing to the world their confidence Amazon.com posted first
yearly profit and thus again making presence on the stock market.
2007;
Acquisition of Business.com by R.H. Donnelley for $345 million, making way for
bigger players in technology domain.
2012;
Tremendous growth in US in Ecommerce with sales figures touching $204 billion, a
decent 17% rise from the previous year.
2014;
Online Retailer – Amazon.com has an estimated turnover on a daily basis is over US
$2.5 trillion with growth rate of 14% annually. EBay having sales of US $1.89 billion, these
numbers alone speak.
2016;
average online purchases are expected to increase by 78 percent in 2016 from 66
percent in 2015, due to attractive deals and aggressive marketing of ever-expanding range of
merchandise from clothes to jeweller, from electronics to b o o k s ," said a study by
Ascham and international accounting firm Price water house Coopers (PwC).
2017;
Tremendous growth in US in Ecommerce with sales figures touching $214 billion, a
decent 17% rise from the previous year.
2018;
Online Retailer – Amazon.com has an estimated turnover on a daily basis is over US
$2.6 trillion with growth rate of 15% annually. EBay having sales of US $1.95 billion, these
numbers alone speak.
2019;
average online purchases are expected to increase by 78 percent in 2019 from 70
percent in 2018
1.2 OBJECTIVES OF THE STUDY
The following objectives are drawn to fulfil the aim of the study:
 To study the factors influencing the consumers‟ preference for online shopping.
 To analyse the consumers‟ satisfaction towards online shopping.
 To study the problems faced by the consumers‟ towards online shopping.
 To offer suitable suggestions for enhancing consumers‟ satisfaction through online
shopping.
1.3 SCOPE OF THE STUDY

This study is confined to polluvapatti Taluk, Tiruppur District. This study is an

attempt to analyse the factors influencing the Online Shopping, Satisfaction and problems
faced by the respondents.
HYPOTHESES

On the basis of knowledge gaining pilot study and the review of various relevant
studies, the present study aims to test the following null hypotheses formed.

Ho1: There is no significant association between socio economic characteristics (age,

qualifications, occupation, monthly income, online purchase) of the sample respondents
and level of satisfaction of Online Shopping.

The statistical significant of these hypotheses have been tested with the help of
Percentage.
METHODOLOGY

This study is empirical research based on the convenient sampling method. The
present study is confined to polluvapatti town. The convenient sampling technique is
adopted to select the sample respondents. In the present study 100 sample respondents are
considered. The sample respondents are interviewed personally with the help of well-
designed and pretested schedule. Both primary and secondary data are used in the present
study. The primary data have been collected through survey method, by direct personal
interview with the sample respondents. Required secondary data were collected from
various journals, books and web sites.

SAMPLING DESIGN

Universe of the present study is infinite. Hence, it is decided to use convenient

sampling method. Originally it was planned and collected data from 75 sample
respondents. Due to completion and contradictory information it was possible to have only
100 sample respondents as final sample size. The sample chosen consists of 100 sample
respondents representing women entrepreneurs.

COLLECTION OF DATA

The present study is carried out by adopting the formal interview technique. Both
primary and secondary data are used. The present study is largely based on the primary
data. Because, the information relating to the study is extremely scant. Required primary
data are collected in the course of interview with the women entrepreneurs through survey
method collected data are tabulated to make it suitable for further statistical analysis.

The secondary data collected from the publications of various newspapers,

journals, Books and websites. Personal observations are also made while filing the
interview schedule.

ANALYSIS OF DATA

The data collected from the primary source are analysed with reference to each of
the objectives with various statistical tools.

The influence of various personal, socio-economic variables in the satisfaction

level of the sample respondents are analysed with the help of chi-square has been used for
analysis. For which the following formula has been used.
1.4 LIMITATIONS OF STUDY

 Limitation of the study is the selection of the existing studies.

 Owing to time limitation, I only searched a few number of journals. This may leave some
other prominent empirical studies out.
 This research is only done in Ghaziabad region. So the study is not vast and the we didn’t
get the proper result. And sometimes people didn’t give answers and there is always a
biasness.
 In addition, owing to the multidisciplinary nature of online shopping, it would be very
interesting to compare I S literature to other disciplines that study o n l i n e
s h o p p i n g attitudes and behaviour.
1.5 CHAPTER SCHEME The Project is presented in to five chapters

Chapter 1: Deals with introduction, objectives of the study, scope of the study,
Methodology, limitation of the study and chapter scheme
Chapter 2: Deals with review of the literature and profile of the company
Chapter 3: It enumerates data analysis and interpretation
Chapter 4: Deals with finding and suggestion
Chapter 5: Conclusion
CHAPTER- II
REVIEW OF LITERATURE
Sanjeev Kumar and SavitaMaan (2013), The Study provides insights into consumers’‟
online shopping behaviours and preferences. Moreover, paper also identify the hurdles
that customers‟ face when they want to adopt internet shopping as their main shopping
medium. Present study is a descriptive study based on the detailed review of earlier
relevant studies related to the various concepts of online shopping to explore the concept
of online shopping. Findings revels that online shopping brings optimum convenience to
the consumers. Privacy and security risk emerges frequently as a reason for being wary
about internet shopping. Shopping convenience, immediate possession, information
seeking, social interaction, and variety affects the consumer attitude towards online
shopping. The impossibility of product testing, problems with complaints, product return
and misuse of personal data are the main uncertainties regarding on-line shopping.
MingyaoHu, Elliot Rabinovich and HanpingHou (2014), while this paper focuses on
online customer pre-purchase perceptions. In an online market, trustworthy online
retailers send signals to separate themselves from retailers who are untrustworthy in the
eyes of customers. However, untrustworthy online retailers can mimic trustworthy online
retailers‟ behavior by sending similar signals without providing services indicated by the
signals. Relying on expectation-confirmation theory and signalling theory, we study
conceptually and empirically how signal credibility influences online customer complaint
intentions. Signal credibility reflects customer pre-purchase perceptions of the quality of
an online retailer. Data were collected from a Chinese online B2C market, Tmall.com.
The results from this data indicate that signal credibility has a direct negative influence on
online customer complaint intentions. Furthermore, signal credibility can moderate the
relationship between customer satisfaction with post-purchase services and online
customer complaint intentions.
ChiragParmar, (2015), The main objective of this research is to study, especially what is
the major option for payments in online shopping. There is several option of payment in
online purchasing such as credit card, debit card, cash on delivery, EMI option, gift
voucher or wallet Rs. of particular site. To this end, a survey was conducted and the 120
questionnaires were distributed among the people of different markets and the general
public in Bikaner.
Weber, K. and Roehl, W. S. (1999), conducted a study on those who search for or
purchase travel products through on-line with the age group of 26 to 55 years. Results on
the basis of the study concerns about credit card security, evaluation of product quality,
and privacy issues are the main problems faced while on-line purchase of travel products,
were made.

Vellido et al. (2000), pointed out in his research, that there are nine factors associated
with user’s perception of online shopping. Among those factors the risk perception of
users was demonstrated to be the main discriminator between people buying online and
people not buying online. Other discriminating factors were control over, and convenience
of, the shopping process, affordability of merchandise, customer service and ease of use
of the shopping site.
Jarvenpaa et al, Tractinsky & Vitale (2009), tested a model of consumer attitude
towards specific web base stores, in which perceptions of the store's reputation and size
were assumed to affect consumer trust of the retailer. The level of trust was positively
related to the attitude toward the store, and inversely related to the perception of the risks
involved in buying from that store. The study concluded that the attitude and the risk
perception affected the consumer's intention to buy from the store.
Bhatnagar, Misra, and Rao (2000), in their recent study made an attempt to study the
risk, convenience and Internet shopping behaviour. They found that marital status has no
effect on purchase behaviour and found mixed results based upon gender (except for
specific gender-related products), years on the Internet, and age.
Lohse et al. (2013), used panel data to explore the predictors of online purchasing
behaviour. They found that the typical online consumers are characterized by their wired
lifestyle, and are time starved. Therefore, they suggested providing customized
information for the online shoppers who buy standard or repeat items, which can lead to
shoppers gaining a feeling of increased convenience, and allow them to make quick
purchase decisions.
Dr. Panicos Georgiades (2011), carried out in his study that there were no differences
found between males and females in all three occupational groupings with regard to
security and convenience. In particular respondents’ attitudes toward security were found
to be in agreement in that “they did not feel confident with the provision of information
concerning their personal and financial details and that technology backing the Internet is
reliable”. This suggests that companies can standardize their communications strategies
aiming at alleviating the fears of Internet users with regards to security concerns.
Feng Zhu (2010), indicates that how product and consumer characteristics moderate the
influence of online consumer reviews on product sales using data from the video game
industry. The findings reveal that online reviews are more influential for less popular
games and games whose players have greater Internet experien
 ONLINE SHOPPING SITES
1. Flipkart.com

Flipkart is one of the best online purchasing sites in India, hands down. The entire
country is completely dependent on Flipkart for nearly all their shopping needs. Flipkart
sells everything from gift vouchers to electronics to home appliances. In fact, statistics
claim that there are more items on Flipkart than in a mall. Hence, Indians are heavily
reliant on Flipkart for all their shopping needs.

2. Amazon.in

A large number of people from India swear by the services of amazon. Amazon
and Flipkart are always at war with each other and are always at close heels. Amazon has
an equally large number of products as Flipkart, and even more.
In fact, Amazon apparently sells more than Flipkart. Since Amazon is an American
company, it lacks the desi taste that would be preferred by an Indian. It would be wise to
Indianism its Indian domain. It would then be an instant hit amongst the

3. Myntra.com

An equally large number of women favour Myntra over Jabong. Myntra also has
a large number of accessories and clothes on its online portal. It has a large number of
categories as well and one can buy from a category of their choices. From western to
ethnic to traditional, all kinds of clothes are sold on Myntra.
4. Localbanya.com

This is a website meant for shopping groceries and is a blessing for working women.
It is also a blessing for the woman who is busy all the time. All of the grocery items are
available over here and one can buy according to their needs. From organic to inorganic
items, everything is available over here. Thus, localbanya.com is indeed one of the leading
grocery shopping sites in India.
 You may also like:
 Online Money Making Sites
 High PR Blog Submission Sites
 Best Web Hosting India
 Web 2.0 Sites

5. Homeshop18

This is an equally popular website amongst online shoppers. Those who do not
mind waiting for a little extra for delivery at the reward of a lower price, order from here.
A lot of times, the cheapest of items and the remotest of items are easily found on
homeshop18.com. Thus, this site also has an equally large number of shoppers who are
loyalists. However, homeshop18 cannot be trusted when one is in an emergency. You’d
rather buy from one of the websites where they give express deliveries.
6. Infibeam.com

Infibeam.com is a place where you often find things that are not found anywhere
else. The rarest of things, the rarest of books and the rarest of electronics and many other
such items are easily found on infibeam.com. Infibeam.com has a long way to go before
it comes higher up the ranks but it definitely isn’t doing badly so far.
7. Shopclues.com

Shopclues is famous for its heavily discounted best shopping deals. Shopclues is
one of the best online stores that offer a wide variety of cameras, Computer accessories,
Mobile, Gift, Jewellery, Cosmetics, toys, clothes, books, and bag.
8. Firstcry.com

Firstcry.com India’s largest store for Kids selling 70000+ items from 400+ top
International and Indian brands. FirstCry sells almost all the baby care products such as
diapers, toys, clothes, strollers, footwear and many more.
9. Paytm.com

Started just as mobile recharge app, now Paytm become the Indian Alibaba.
Provides a number of services like mobile recharge, bill payments, tickets, etc. along with
a variety of generic products. Paytm offers cashback with discounts, which makes it
different from other shopping sites in India. Sometimes such cashback makes a big
difference and saves your extra money.
PayTM has now launched PayTM Mall which is equivalent to Amazon and
Flipkart. You can go and shop for anything at PayTM mall. PayTM mall offers electronic
items, shoes, bags, home décor, clothing for men and women and many more products
that are 100% authentic. Once, you do shopping from PayTM mall then you will get
cashback, this cashback can be used later to process mobile recharges, pay bills and other
stuff.
Also, read: Top 10 Best Shopping Websites In The World
10. Voonik.com

Voonik is one of those sites that specifically focus on only women’s products. This
thing makes it more popular among women as compared to other fashion sites. The
products include Indian wear, western wear, lingerie & sleepwear, footwear, bags and
accessories, jewelry and beauty products. Voonik offers deep discounts on its products
along with cashback offers.
Voonik was started in Bangalore with the vision of being the personal stylist to every
woman. It provides free personalization which is inbuilt in the app for its user.
11. Bigbasket.com

Bigbasket is the top grocery shopping site in India. From Bigbasket you can
purchase products under the category of grocery, household, personal care, gourmet,
beverage, dairy, and fruit & veggie. It offers a wide range of top brands’ products. It
additionally offers up to 20% cashback on different debit and credit cards.
12. UrbanClap.com

Sometimes it is very difficult to find a service in the local area. UrbanClap is a

website that makes your work easy. It makes available services like electrician, plumber,
carpenter, interior designer, trainers, and personal services, etc. UrbanClap services are
available only in a few cities. The cities are as follows, i.e. Ahmedabad, Delhi, Mumbai,
Bangalore, Kolkata, Hyderabad, Chennai, and Pune.
13. Zivame.com

Zivame is the best and most popular online lingerie shopping site in India. All the
lingerie brands are made available on this online portal in India. It offers a variety of inner
garments for women in India, be it bras, panties, sportswear, swimwear, and nightwear.
You can find fabulous discounts on Zivame on world-class brands.
14. Lenskart.com

Lenskart is India’s leading online site for eyewear. You can buy eyeglasses,
sunglasses, and lenses from the Lenskart. You can try any number of frames on your face
while sitting at your home. On the first order of your frame, you get it free of cost only on
Lenskart. Its’ currently available in the seven cities i.e. Delhi, Mumbai, Bangalore,
Kolkata, Hyderabad, Chennai, and Pune.
15. Clovia.com

Clovia is a fast-growing online shopping site for lingerie and giving Zivame
equally tough competition in India. But, it holds the second position after the Zivame
online portal. Being an exclusive online lingerie and nightwear store, Clovia offers various
types of bras, panties, swimsuits, and nightwear which are not only very stylish but are
also comfortable.
16. Futurebazar.com

Futurebazaar has a variety of main categories, with detailed sub-categories. Be it

the home-related section, we found fairly little in terms of variety in other categories. For
instance, the magazine section did not have much variety. It has a section called clearance,
which has products selling at heavy discounts as it pertains to stock clearance.
17. Gadgets.in

Gadgets.in have the most amazing and exciting electronic gadgets. They sell
everything from the usual cameras, iPads, etc. to precision engineering equipment, spy
gadgets, signal jammers, telescopes, weird gift ideas and much more. The prices are
reasonable for some products, over-priced for others and as such, you’ll need to cross-
check the prices of some of the items to be sure you’re getting a good deal.
18. ebay.in

eBay.in provides fresh and used products to its consumers across India. Just like
ebay.com which is open for international consumers eBay.in is available only for Indian
consumers. You can go and purchase the fresh or second-hand piece at an affordable price.
19. Urban Ladder

Urban Ladder is the popular online furniture shopping platform where it has 12
fulfilment hubs in India. They offer all kind of furniture and home décor products. They
just not deliver the product but also install the same.
20. AJIO.com

AJIO carries a wide portfolio of owned, branded and handpicked collections from
India and around the world. AJIO Own is AJIO’s trendy in-house label, has a wide
collection of clothing, footwear, and accessories, maternity wear, a tweens collection, and
an active wear range. The company has an exclusive Indian collection, showcasing a
variety of creations by artisans and boutiques from all around the globe
CHAPTER- III
DATA COLLECTION AND ANALYSIS
 QUESTIONNAIRE

1.Name:

2.What is your age?

a) 15-20
b) 20-25
c) 25-30
d) 30 and above

3.What is your gender?

a) Male
b) Female

4.What is your occupation?

a) Self employed
b) Professional
c) Government employee
d) Private employee
e) Student

5.What is monthly income?

a) Less than Rs.10000
b) Rs.10000 to Rs.20000
c) Rs.20000 to Rs.30000
d) Rs.30000 to Rs.40000
e) More than Rs.40000

6.Do you have own internet connection?

a) Yes
b) No

7.How frequently do you purchase online?

a) Once a week
b) More than once a week
c) Once a month
d) More than once in a month

8.What materials to buy product online?

a) Easy payment
b) No hidden cost
c) No travel to shop
d) Wide range of Products
e) Others (specify) _______________

9.Do you feel that the online shopping’s are providing competitive price?
a) Yes
b) No
c) Can’t say
10.What products you buy on internet?
a) Books
b) Games
c) Mobile
d) Laptop
e) Others (Specify) _____________

11.Do you feel that online shopping is better than offline shopping?
a) Yes
b) No
c) Cant’ say

12.Which of the following stores have ever visited for shopping online?
a) Snapdeal
b) Flipkart
c) Amazon
d) E
e) Others (specify) ________________

13.What factors help you to decide which site to use for online shopping?
a) Search engine
b) Personal recommendation
c) Special offer on sites
d) Online advertising
e) TV advertising
f) Other (specify) ____________________

14.How do you make your payments on internet?

a) Credit card/Debit card
b) Bank transfer
c) Cash on delivery
d) Any other Payment

15.Have you faced any problems while shopping online?

a) Yes
b) No
c) Others (specify) _____________

16.Are you satisfied with the online services?

a) Yes
b) No

17.How did you find the procedure of purchasing a product from our website?
a) Excellent
b) Good
c) Average
d) Bad
18. If you have any additional opinions about the factors which influence your satisfaction
for online shop, please write down
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_____________________