Summer Training Research Project Report

On

CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING
For the partial fulfillment of the requirement
of
Post-Graduation in Diploma Management
2015-17

Under The Supervision of: Submitted By

Ritesh Jain Arvind kr. Verma
CEO,IBA FPG/1517/004

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Date:

TO WHOMSOEVER IT MAY CONCERN

This is to certify that the Summer Project Study Report, Titled “CUSTOMER
STAISFACTION TOWARD ONLINE SHOPPING” submitted by MR. Arvind Kr.
Verma as partial fulfillment of requirement of the two year PGDM course is a bonafide work
carried out by the Student at our Institute.

This Summer Project Study is his original work and has not been submitted to any other
University/Institute

SIGN:

DATE:

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ACKNOWLEDGEMENT

The internship opportunity I had with IMRB International was a great chance for learning
and professional development. I consider myself as a very lucky individual as I was provided
with an opportunity to be a part of it. I am grateful for having a chance to meet so many
wonderful people and professionals who led me though this internship period.

I express my deepest thanks to Mr. Sumit Pandey, field executive, IMRB International for
taking part in useful decision & giving his careful and precious guidance which were
extremely valuable for my study both theoretically and practically and arranged all facilities
to make life easier.

I would also take this opportunity to express my profound gratitude and deep regards to my
guide Mr. Ritesh Jain for his exemplary guidance, monitoring and constant encouragement
throughout the course of this Project. The blessing, help and guidance given by him time to
time shall carry me a long way in the journey of life on which I am about to embark.

I perceive as this opportunity as a big milestone in my career development. I will strive to use
gained skills and knowledge in the best possible way, and I will continue to work on their
improvement, in order to attain desired career objectives. Hope to continue cooperation with
all of you in the future,

NAME:

SIGN:

DATE:

DECLARATION

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I, the undersigned , hereby declare that this report entitle “Customer Satisfaction Towards
Online Shopping” is a study conducted at IMRB INTERNATIONAL, under the
supervision of Mr. Ritesh Jain as a mandatory part of PGDM curriculum. The empirical
finding in this report is based on the data & information collected by myself.

NAME:

SIGN:

DATE:

TABLE OF CONTENT

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 3
ACKNOWLEDGEMENT

4
DECLARATION

(A.) ABOUT THE COMPANY 7

(B.) INTRODUCTION OF E-COMMERCE INDUSTRY

ONLINE SHOPPING IN INDIA 18

HISTORY OF ONLINE SHOPPING 20

GROWTH OF E-COMMERCE 22

SWOT ANALYSIS 24

Top online website 27

PROBLEM FACED BY CUSTOMER 28

LITERATURE REVIEW 29

(C.) OBJECTIVE AND METHODOLOGY

OBJECTIVE OF THE STUDY 32

32
Scope of the Study
33
Research Design

(D.) DATA ANALYSIS AND FINDINGS 34

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 50
(E.) CONCLUSION

(F.) LIMITATION 51

(G.) SUGGESTIONS AND RECOMMANDATION 52

(H.) BIBLIOGRAPHY 53

(I.) ANNEXURE 54

About the company

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IMRB International “Indian Market Research Bureau” is a multi-country market research,
survey and business consultancy firm that offers a wide range of syndicated data and
customized research services. IMRB International is the University of the Indian market
research. IMRB International ranks among the top players in almost all the fields it operates.
IMRB International is one of the top 20 Market Research companies in the world. IMRB
International is India’s largest market research company with 26 offices in 12 countries each
of them equipped with specialized units by research methods and industry sector.

The IMRB International was formed in 1970. Its headquarters is in Mumbai, India with
operations in over 12 countries with over 1200 employees. IMRB International is a division
of Hindustan Thompson Associates (HTA) in India. IMRB was modeled on the lines of the
British Market Research Bureau.

IMRB International is now a leading provider of market research and insights across South
Asia, the Middle East and North Africa with specialist divisions in quantitative, qualitative,
media, retail, industrial, and customer satisfaction, business to business and social and rural
research.

IMRB is one of the largest providers of market research in India in an industry estimated to
be worth a minimum of $ 187 million. As the oldest extant market research company in India,
IMRB has been responsible for establishing the first and only household panel, the first
television audience measurement system and the first radio panel in the country and has
played a key role in the development of market research in India. It has been rated the ‘Best
Market Research Company’ by MRSI, an industry body for several years.

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Company Structure
In India, IMRB is headquartered in Mumbai. Its parent company is Hindustan Thompson
Associates, which in turn is owned by Martin Sorrell’s WPP Group plc. Within WPP, IMRB
is aligned with the Kantar Group, an umbrella network of global market research companies
that together account for over $2 billion in revenues and form the world’s second biggest
market research conglomerate.

A diagrammatic chart representing IMRB's ownership structure

IMRB Footprints
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 IMRB
International
has footprints
in over 32
cities across 13
countries –
India, Pakistan,
Bangladesh, Sri
Lanka, Dubai,
Saudi Arabia,
Egypt, Nepal,
Singapore,
Malaysia,
Korea, London
and Algeria. In
India alone,
IMRB
International
has five full service offices and fifteen field offices. Field management operates through a
three-tier structure to ensure close control and supervision of fieldwork. To collect data for its
research projects, the research office draws upon the support from its local as well as 11 field
offices.

Divisions of IMRB International

In India, IMRB International operates out of its five full service offices in Mumbai, Delhi,
Kolkata, Chennai and Bangalore and is supported by 15 other regional centers for collection
of survey information. Overseas, IMRB functions through its associates -AMRB-MENA in

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the Middle East and North Africa, with offices in Algiers, Dubai, Jeddah, Casablanca and
Cairo; LMRB, with offices in Colombo and Sirius, headquartered in Dhaka.

IMRB International has nine specialist units:

IMRB International Divisions: ABACUS MARKET ANALYTICS

IMRB International Divisions: BIRD

IMRB International Divisions: BSG

IMRB International Divisions: CSMM

IMRB International Divisions: Media & Panel Group

IMRB International Divisions: PQR
IMRB International Divisions: Quantitative Research
IMRB Mind Tech Systems: Software development house
IMRB International Divisions: SRI

Sectors of IMRB
IMRB International has an unparalleled coverage of various business sectors that includes
Agriculture/agro products
Distribution/retail trade
 Finance/Banking Insurance
 IT Hardware and Software practice
 FMCG
 Social and Rural areas
 Travel and tourism
 E – governance
 Construction and building materials
 Processed food

SYNDICATED RESEARCHES OF IMRB

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IMRB International's specialized areas are consumer markets, industrial marketing, business
to business marketing, social marketing and rural marketing. While a significant amount of
its work involves customized research such as usage studies, branding studies, public opinion
research, concept testing, product testing, need assessment studies, packaging and label
research, and market segmentation studies IMRB also offers a variety of syndicated research
products and reports that are widely used as industry bench-marks of consumer behavior,
such as:

 Market Pulse, a continuous monthly tracking of household purchases across various

FMCG categories. The panel covers over 70,000 homes with 56,000 homes in urban
and 14,000 in rural India and is widely used as a benchmark for purchase and pricing
behavior. Its counterpart the Elite Household Panel tracks information in affluent,
urban households
 WAM and RAM, a standardized audience measurement system that samples web
and radio audiences, and provides real time detailed segmented data on web usage
behaviors
 I Tops and I Cube, syndicated annual research reports on the landscape of new
technology in India
 TGI India, a collaboration with TGI, which provides the largest single source of
marketing and media information covering data on consumer attitudes, motivations,
media habits and purchasing behavior.

Methods and Philosophy

Their perspective is unique and refreshing. They provide a learning culture that continuously
fosters innovation and also contributes to academia and policy makers. Their solutions
provide a comprehensive response to the client’s needs, not only the packaged data but also
custom solutions for clients. They offer services with the integration of both qualitative and
quantitative tools. They have the largest team of researchers and analysts with around 4
decades of leadership in the region. They have around 26 offices in 12 countries each of them
in India for India, measures and scales are created to maximize sensitivity. Their passion is to
drive the business growth by combining consumer understanding and brand knowledge with
intuition and innovation.

Clients of IMRB International

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IMRB ,being the oldest and only Research organization in India can be proud to be associated
with almost about 40 out of 50 top brands in India at some stage of their life cycle, thus
making it a "specialist for every Research need." Some of the top clients of IMRB
International include BAT Group, Bharti Group, Cadbury, Ford Group, ITC, Frito Lay,
Glaxo Smith line, Heinz, Indian Airlines, Intel Group, Mill ward Brown, Nestle, Pepsi
Group, Reckitt Benckiser, Research International, TVS Motors, Unilever Group, VST and
so on. Due to its continue better efficiency, over 80% of IMRB business are from repeat
clients out of which 7 out of 10 clients are from the beginning since its establishment.

Other studies that IMRB performs on a regular basis includes

 Business/Industry Overview

 Evaluation and Auditing

 Mystery Audit

 Buying Behavior

 Usage and Audit

 Price Acceptance

 Evaluation Market Assessment

and many more…

Future Plans of IMRB

The main focus of IMRB is to bring down all the manual work of filling the questionnaires
on the mobile phones as the usage of them has become inevitable for every being. After the
successful implementation of CAPI, PAPI and TAPI, to minimize the time constraint and to
reduce the problem of availability, the study is focusing on WAM Mobile Meter that would
deal with recording the responses through the own IMRB apps downloaded in phones instead
of physically filling up the questionnaire. The focus initially is done with the Android phones
with the employees of IMRB to get better accuracy and implementation of the plan. However
once successful, the study would be extended to further more people for the efficiency and
better responsiveness of their respondents.

Achievements of IMRB

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IMRB has won several prestigious awards:

 Established India’s first TV rating system

 India’s first IT and Internet studies endorsed by industry associations

 India’s first and largest Household Panel

 Instrumental in setting up of Market Research Society of India (MRSI) in 1988.

 Creation of Social Economic Classification (SEC) system, by Ashutosh Sinha from the
Marketing Sciences Group, & used by all MR companies in India

 Path breaking book on employee loyalty “The Tao of Loyalty” by Ajit Rao of CSMM
(Customer Satisfaction Measurement & Management)

 Won the MR Agency of the year from 2005-2009.

 Agency of the year award, instituted in 2006 at MRSI, for two consecutive years , 2006 &
2007

 Presenting cutting edge research for several years at international forums including
ESOMAR and won awards.

 IMRB International has also been awarded the WPP’s Atticus award jointly with JWT.

 IMRB International has also been declared 'The MR Agency of the Year 2014' retaining
its title for the eighth time. The award has been conferred based on the quality of thinking and
insights.

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Abacus Market Analytics
Abacus Market Analytics is a division of IMRB International – “India’s leading market
research agency”. IMRB International are in the market research industry since 1971 and
today its footprints spans across 11 countries - India, Pakistan, Bangladesh, Sri Lanka, Dubai,
Saudi Arabia, Egypt, Singapore, Malaysia, Korea and UK. Abacus Market Analytics is a one
stop shop market research outsourcing firm specializing in Global Primary Research, Data
Processing, Advanced Market Analytics, CRM and Survey Analytics Solutions. Abacus is
pride ourselves for providing innovative, superior services and solutions that are flexible,
robust, dependable & scalable to support its clients’ constantly evolving needs in the dynamic
arena of market research. It is committed to understand and meet the needs of
national/international clients. Abacus is to constantly strive towards building trust and client
delight. Abacus Market Analytics unit offers a wide range of services to all the research units
in IMRB. These include data processing, charting, statistical analysis, database management
and updating, software development and testing.
Abacus operations centers are located across India covering five major cities (Delhi, Mumbai,
Pune, and Kolkata & Bangalore). This pan India presence helps to manage research
operations including survey programming, multi country online & CATI data collection, data
processing, reporting & advance analytics.
ABACUS Data Processing (DP), a part of Abacus Market analytics, offers its services to
international clients. DP’s clients include Millword Brown across Asia Pacific, Africa and
Australasia, Kantar Operations in UK, BMRB International in UK, AMRB in the Middle East
and N Africa, RI in Asia Pacific & the Brand Survey Company in S Africa.

Market Research Outsourcing (MRO) of Abacus

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Abacus provide some services to IMRB International which are most important for
completed a study, likes

 Survey Programming

 Global Primary Research

 Data Processing & Analysis

 Commenting, Research Report Writing & Charting

 Data Management & Reporting Services

 Data Mining & Predictive Analytics

Client Servicing & Quality Norms

Provide promised information within prescribed time frame

Faster turnaround time (TAT) with focus on customer relationships

Deliver highly reliable services through efficient processes

Continuously reduce cost by applying state-of-art technologies, reducing waste and

improving quality of delivery

Use client feedback to improve quality in service and achieve higher levels of client’s
satisfaction

Ensure continuous improvement in productivity by defining work, selecting right people,

skill enhancement and providing excellent work environment

Flexible engagement models based on your need and budgets

Single point-of-contact for each client/project

Robust quality checks & assurance for reliable data output

Global Primary Research

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Abacus is the largest and most respected market research firm in India. It data collection
capabilities consists of fully equipped CATI facilities in 4 major cities in India – Delhi,
Mumbai, Bangalore and Lucknow with total resource strength of 250 interviewers.

Online and CATI field work operations management & support to top 50 research &
consulting firms and several Online Panel companies across the globe.

Abacus provide end to end market research operations solutions which includes survey
programming, hosting services, project management & field work management along with
quota & survey completion.

Abacus have engaged with the best panel providers globally and can run your online studies
across the globe with the best in class panel for study at hard to beat cost advantage.

Abacus has the credit of successfully completing 3.7 Million interviews in 2008 and
numerous multi-country research projects across industry verticals.

Abacus can support 65 major languages in all major continents and have successfully
completed research projects across audience i.e. B2B & B2C segment.

Abacus leverages the vast network of in-house capabilities of specialist units within IMRB
and strategic partnerships across the globe to help to run your research projects globally with
focus on quality, delivery, resources, & cost.

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 INTRODUCTION
OF
THE
INDUSTRY

INTRODUCTION OF THE INDUSTRY

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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, to take feedback and also to
conduct satisfaction surveys with customers. Customers use the Internet not only to buy the
product online, but also to compare 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 more
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 behavior in
cyberspace. Along with the development of E-retailing, researchers continue to explain E-
consumers behavior from different perspectives. Many of their studies have posited new
emergent factors or assumptions which are based on the traditional models of consumer
behavior, 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 meager 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 Jewelry 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

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  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 spending 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

CHANGING ATTITUDE TOWARDS ONLINE SHOPPING

“Awareness, Future Demand Focus for Emerging Markets & Current Issues” Malls 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:

1. Convenience: Online stores are usually available 24 hours a day, and many consumers
have Internet access both at work and at home. Other establishments such as internet cafes
and schools provide access as well. A visit to a conventional retail store requires travel and
must take place during business hours.

2. 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 gives customers the option of shopping cheaper organize purchases from all
over the world without having to depend on local retailers.

3. 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 neighborhood kirana (grocer) to deliver
groceries home and this system is still thriving.

4. 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

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segments are the users of advanced applications and technologies online and are most likely
to be heavy E-Commerce users.

5. 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

Videotex 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 for information sending where “many companies” were interested in, but
on the backdrop of all 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 Swreg (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

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Revolutionary book by J.H. Snider and Terra Ziporyn 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 selling each and everything online, and along with that Jeff Bezos starts
first commercial-free 24 hour, 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 brilliant 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 NetShops were founded with the
concept of domain specific commodity and sprung with many online stores, going for one
item on each website.

2003

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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 jewelry, from electronics to books," said a study by Assocham
and international accounting firm Price water house Coopers (PwC).

Growth of E-commerce

The e-commerce industry in the country is likely to be worth USD 38 billion by 2016, a 67
per cent jump over the USD 23 billion revenues for 2015, as per industry body Assocham.
“India’s e-commerce market was worth about USD 3.8 billion in 2009, it went up to USD 17
billion in 2014 and to USD 23 billion in 2015 and is expected to touch whopping USD 38
billion mark by 2016,” Assocham said in a statement.

Increasing internet and mobile penetration, growing acceptability of online payments and
favorable demographics has provided the e-commerce sector in India the unique opportunity
to companies connect with their customers, it said. There would be over a five to seven fold
increase in revenue generated through e-commerce as compared to last year with all branded
apparel, accessories, jewelry, gifts, footwear are available at a cheaper rates and delivered at
the doorstep, it added.

It noted that the buying trends during 2016 will witness a significant upward movement due
to aggressive online discounts, rising fuel price and wider and abundant choice will hit the e-

22
commerce industry in 2016. It observed mobile commerce (m-commerce) is growing rapidly
as a stable and secure supplement to the e-commerce industry.
“Shopping online through smart phones is proving to be a game changer, and industry leaders
believe that m-commerce could contribute up to 70 per cent of their total revenues,” the
statement added. In India roughly 60-65 per cent of the total e-commerce sales are being
generated by mobile devices and tablets, increased by 50 per cent than the last year and also
likely to continue upwards, it added.

It noted that the browsing trends, which have broadly shifted from the desktop to mobile
devices in India, online shopping is also expected to follow suit, as one out of three customers
currently makes transactions through mobiles in tier-1 and tier-2 cities. In 2015, 78 per cent
of shopping queries were made through mobile devices, compared to 46 per cent in 2013.

In 2015, the highest growth rate was seen in the apparel segment almost 69.5 per cent over
last year, followed by electronic items by 62 percent, baby care products at 53 per cent,
beauty and personal care products at 52 per cent and home furnishings at 49 per cent. It
revealed that Mumbai ranks first in online shopping followed by Delhi, Ahmadabad,
Bangalore and Kolkata.

On the mode of payment, almost 45 per cent of online shoppers reportedly preferred cash on
delivery mode of payment over credit cards (16 per cent) and debit cards (21 per cent). Only
10 per cent opted for internet banking and a scanty 7 per cent preferred cash cards, mobile
wallets, and other such modes of payment, it said. Among the above age segments, 18-25
years of age group has been the fastest growing age segment online with user growth being
contributed by both male and female segments.

The survey revealed that 38 per cent of regular shoppers are in 18-25 age group, 52 per cent
in 26-35, 8 per cent in 36-45 and 2 per cent in the age group of 45-60. Almost 65 per cent of
online shoppers are male as against 35 per cent female.
SWOT ANALYSIS OF E-COMMERCE INDUSTRY

Most of the time we see that the use of electronic techniques for doing business add value
either by the reducing transaction cost or by creating some type of network effect, or by a
combination of both. In SWOT analysis (the acronym is short for Strengths, Weaknesses,
Opportunities and Threats) here we try to find out the strengths and weaknesses of
ecommerce in respect of Indian business environment. Then after we try to identifies
opportunities presented by that environment and the threats posed by that environment. As
shown in the following figure which shows the questions that an analyst would ask in
conducting a SWOT analysis

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Strengths

Global market: E-commerce biggest strength is the boundary less access in other word no
brick structure is mandatory to do business or no specific boundary is required. It enables all
the companies to expand them to global level. The widening of geographic retail markets
may facilitate the development of global retailers

Time saving: Transaction through internet is no doubt very fast. It saves time by reducing
physical movement.

No time constraints: The concept of 24X7 shows that online trans can be used any where
any time as there is no time constraints.

Price/Product comparison: Information and to choose are some of the right which every
consumer has. On the same footing ecommerce provide platform to consumers to compare
price and product effectively and efficiently. It will tend to have far greater bargaining
effectively and efficiently. It will tend to have far greater bargaining power with suppliers
than traditional local or national retailers.

Cost effective: Elimination of long chain of middle man, decreasing need of having brick
infrastructure and outsource logistic are helping a small business to stand at par with giants.

Flexible target market segmentation: The success of business depends on right choice of
segmentation . Target market segment here in e commerce is flexible can be modified any
time.

Fast Exchange of information: “e” will always guarantee fast and accurate sharing of
information among merchants and customers and enables prompt quick just in time reply.

Faster buying procedure: The buying is just a click away from the seller. No physical
movement is required, no hunting of right product at right price is to done by the consumer
this make the buying process faster

Niche Market: It is a concept of sub segmentation where the product of rare species are
available without putting some special efforts by consumer. Almost everything can be sold on
internet. Even if products targeted to smaller markets the buyer will be somewhere on net.

Weaknesses

Security: Security is a biggest challenge in to progress of e commerce. Customer always

found themselves insecure especially about the integrity of the payment process.

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Fake websites: Many fake websites are available on net which promises better service and
secure dealing. These web sites can not only disgrace ecommerce but also bring bad name to
ecommerce.

Fraud: Personal and financial details provided for trading purpose are misused by hackers
their personal undue interest.

Fewer discounts and bargaining: Hardly online businesses offer discounts and bargaining
cannot be possible.

Long delivery timing: The task of Delivery is usually outsourced, who do not care about the
timing of the seller. They provide their services as per their own convenience. Some time the
delivery time may extend to days or weeks which one cannot wait for.

Impossibility of physical examination : Products whose choice is merely depend on its

physical condition of the product with need personal touch before selection are not suitable
for
e-commence business. As Online products cannot be touched, wear or sit on the products.

Limitation of products: Only a limited number of products can be available.

Lack of personal services: Physical products can be available but lack in personal services
which are intangible.

Limited exposure: In developing areas where internet is not accessible will have no or little
exposure to e- commerce.

Limited advertising: Limited advertising opportunities are available because in E-commerce

one cannot go for mass advertising. The advertising is limited only to computer literate
person. And out of them only those who are comfortable with e-commerce applications.

Customer’s satisfaction: There is no physical and personal or direct face to face interaction
between customer and the seller. Therefore the scope of convincing the customer does not
exist.

Opportunities

Changing trends: People are very brand conscious. They are interested in buying branded
stuff rater then local. If such stuff is available cross border they will not mind it ordering
through e-commerce. E- commerce is fast and effective even financial transactions can be
made from any part of the world. People of tomorrow will feel more comfortable to buy
products through internet only.

25
Increasing number of user: Daily number of internet users is increasing. People feel more
comfortable to shop online.

Regular Global expansion: E commerce can be operated any where any time without any
interruption. It always has a scope of expansion. All new population and existing population
who are not the user of e commerce are the target expansion.

High availability (24 hour and seven days a week ): Along with each and every click of the
mouse business is in operation. Those who are busy in day time and cannot spare time for
them self, have all the opportunity to shop as per their convenient time even during late night
hours.

Wide business growth: E business has wide scope and broader vision to grow. Business
always took place in gap. Gap filling is a never ending process hence the growth of business
is also never ending process.

Advertising: Advertising is cost effective as compare to conventional offline system.

Threats

Competitors: Along with local competition, global competition also exists.

Competition is increasing day by day. Big companies have already entered in this field. They
are making people habitual at the cost of their companies.

Changes in environment, law and regulations: Change in trends, fashion and fad can
distress E Commerce side by side change in law and regulations can also affect it.

Innovation: Customers now a days are always in a search of innovative products and
technique. Innovation will always work as an extra burden on the pocket of consumer, be
either in product, place, promotion and even price.

Privacy concerns: Fears that information can be misused lead to spam e mail or identity
fraud.

No direct interaction: In e commerce there is no direct interaction between customer and the
seller. There is no scope of bargaining. People prefer to buy physically as compare to online
to experience personal feel.

26
Top Online Shopping Websites

PROBLEMS FACED BY CUSTOMER

During my research study I found that the customer facing the numerous problem in online
shopping in India. Some problems are listing here:

 Quality and right product:

It is one of the main problems in shopping online. After getting the delivery of the product
the customer may come to know that customer has purchased the wrong product. the size
which the customer is not as per customer requirement or might have chosen the wrong size.
if customer replace the product will have to pay the extra shipping charges.

 Return policy:

This is another factor which is important while shopping online. Sometimes the customers
don’t look and feel of the product, there are chances to return while not satisfying with the
delivered product. Hence, the company does not accept the return policy of the product.

 Hidden charges:

While doing online shopping check the final price, as the shipping charges may not be added
in the product and display price may differ.

 Security:

27
There are some “scam online stores” also, on those websites online shopping may not be safe,
they may offer the products at low cost but might collect card payment details and personal
details.

 Delivery problem:

Some websites inform the delivery time immediately after the purchase of the product, but
not all. Sometimes the company do not delivered the product at the time.

Last but not least, I would like to mention that E-commerce playing a key role in human life
in current scenario because the people don’t have the time to go and shop the product in
physical stores, so they preferred purchase the product through online stores. That’s why I
chosen this study, and focuses on factors which online buyers keep in mind while shopping
online.

LITERATURE REVIEW

 According to Sharma and Mittal (2009) in their study "Prospects of e-commerce in

India", mentions that India is showing tremendous growth in the Ecommerce.
Undoubtedly, with the population of millions of people, online shopping shows
unlimited potential in India... Today E-commerce is a common word in Indian society
and it has become an integral part of our daily life. There are websites providing a
number of goods and services. Then there are those, which provide a specific product
along with its allied services. Multi-product ecommerce- These Indian E-commerce
portals provide goods and services in a variety of categories. To name a few: Apparel
and accessories for men and women, Health and beauty products, Books and
magazines, Computers and peripherals, Vehicles, Software, Consumer electronics,
Household appliances, Jewelry, Audio/video, entertainment, goods, Gift articles, Real
estate and services.

 Ramirez Nicolas (2010) state that "The Internet has changed many facets of our daily
lives: the way we relate and communicate with one another, how we interact with a
bank, read newspapers or watch television. Even the way we buy and sell. These
changes have occurred due to the constant flow of companies offering new business
models and innovative formulae. Discount coupons have always been a powerful
marketing tool. Whether inserted in printed media or posted through letter boxes, they
attracted new customers and were also offered at the time of purchase to promote
consumer loyalty by encouraging repeat purchases at ISSN 2348 – 8891 Altius Shodh
Journal of Management & Commerce outlets. In order to play the "high number
game", there were many businesses which offered special discounts to a group of
customers together. This led Andrew Mason in 2008 to launch "The Point", an online

28
 community to obtain best group deals. In the November of same year, famous
"Groupon" was incorporated. Currently, Groupon is present in over 45 countries
around the world since March 2010, and has received multi-million dollar bids from
industry giants like Yahoo! and Google .All these advantages have triggered a rush
among consumers to buy discount coupons and the rate of user growth is rising
incessantly.
 Donald Rogan (2007) explains the relationship between consumer behavior and
marketing strategy. He states that strategy is about increasing the probability and
frequency of buyer behavior. Requirements for succeeding in doing this are to know
the customer and understand the consumer's needs and wants.
 The expectation-confirmation model (Oliver 1980), on the other hand, focuses on the
post-purchase behavior. It is a widely used model in the consumer behavior literature,
particularly in explaining consumer satisfaction and repeat purchase. Satisfaction is
the central notion of this model and it is formed by the gap between expectation and
perceived performance (Oliver 1980). The expectation-confirmation theory suggests
that if the perceived performance meets one's expectation, confirmation is formed and
consumers are satisfied.
 Bhattacherjee (2001) stated that satisfied users are more likely to continue the IS use.
Thus, we point that adoption and continuance are connected to each other through
several mediating and moderating factors such as trust and satisfaction.
 Venkatesh (2000) reported that perceived convenience offered by Internet Vendors
has a positive impact on consumers' attitude towards online shopping, as they
perceive Internet as a medium that enhances the outcome of their shopping experience
in an easy way. Online shopping holds a great potential for youth marketers.
 According to Vrechopoulos et al. (2001) youth are the main buyers who used to buy
products through online. Dholakia and Uusitalo (2002) study examined the
relationship between age and Internet shopping; found that younger consumers
reported more linen to the online shopping. They also found that younger consumers
searched for more products online and they were more likely to agree that online
shopping was more convenient.

29
 OBJECTIVE
AND
METHODOLOGY

30
OBJECTIVE OF THE STUDY

This project research helps to find out what are the main factors affect the online
consumer when considering and making a purchase over Internet. The objectives of
the study are:
 To study the online shopping behavior of customers.
 To study the factors influencing online shoppers and consumers.
 To study the customers level of satisfaction with regard to online shopping.
 To examine whether customers prefer online shopping to physical stores.

SCOPE OF THE STUDY

At any given time there are millions of people online and each of them is a potential
customer for a company providing online sales. Due to the rapid development of the
technologies surrounding the Internet, a company that is interested in selling products
from its website will constantly has to search for an edge in the fierce competition.
Since there are so many potential consumers, it is of the out most importance to be
able to understand what the consumer wants and needs. The importance of analyzing
and identifying factors that influence the consumer when he or she decides to
purchase on the Internet is vital. Since the Internet is a new medium for there have
been new demands set by the consumer. That is why it is crucial for the online
retailers to know what influences the online consumer. Since online retailing is a new
retailing medium and online consumer behavior is diverse from traditional consumer
behavior, one must identify what influences the online consumer. Analyzing the
process that the online consumer goes through when deciding and making a purchase
over the Internet, shows some factors that consumers consider these factors need to be
identified and taken into account by online retailers in order to satisfy consumer
demands and compete in the online market. Thus this study will be beneficial to the
online marketer in making the strategy to fulfill the need of customer through
knowing the attitude and satisfaction level.

STUDY:- “CONSUMER ATTITUDE TOWARDS ONLINE SHOPPING AND THEIR

SATISFACTION”

SAMPLING UNITS:- The sampling units are taken from NCR area.
SAMPLE SIZE:- The sample size taken was 50.
SAMPLING METHOD:- The sampling method used for the project was “Random
Sampling”. This type of sampling is also known as probability sampling where each

31
and every item in the population has an equal chance of inclusion in the sample and
each one of the possible samples. This procedure give each item an equal probability
of being selected. Data Analysis Data analysis was done mainly from the data
collected through the customers.

STATISTICAL TOOL USED: The main statistical tools used for the collection and
analyses of data in this project are:
 Pie Charts
 Tables
 MS excel

32
Data Analysis
And
Findings

33
1. Gender Analysis

    MALE FEMALE TOTAL

NO. OF PERSON 31 19 50

PERSANTAGE 62% 38% 100%

GENDER ANALYSIS
MALE FEMALE

38%

62%

2. Age Analysis

49 and
  Under 18 18-24 25-30 31-36 37-42 43-48 above Total

NO. OF
PERSON 3 9 18 13 1 2 4 50

PERSANTAGE 6% 18% 36% 26% 2% 4% 8% 100%

34
 Under 18 18-24 25-30 31-36
37-42 43-48 49 and above

2% 4%
8% 6% 18%

26%

36%

This chart shows the age group of the respondent. As we see that most of the
Respondent belongs to 25-30 age group 36% followed by 31-36%.

3. What is your degree of education currently?

Above
Higher Bachelor Master
  Secondary Master TOTAL
Secondary Degree Degree
Degree

NO. OF PERSON 0 3 4 32 11

PERSANTAGE 0% 6% 8% 64% 22%

35
 Degree of Education
Secondary Higher Secondary Bachelor Degree
Master Degree Above Master Degree

6%
22% 8%

64%

This primary data is taken from Delhi NCR that shows the education
Level of Respondent. Most of the respondent are educated, 64% people have
Master degree followed by above Master degree 22%.

4. What is your current occupation?

PRIVATE
STUDEN EMPLOYE GOVERNMEN FREELANCE BUSINES
  T E T EMPLOYEE R S TOTAL

NO. OF
PERSON 18 13 13 2 4 50

PERSANTAG
E 36% 26% 26% 4% 8% 100%

36
 STUDENT PRIVATE EMPLOYEE GOVERNMENT EMPLOYEE
FREELANCER BUSINESS
4%
8%
36%

26%

26%

The data explain that 36% of the respondents are the Student as the project is
Mainly youth centric so we try to capture more young age people because
Majority of the online buyers belongs to this category.
Apart from that private employee as well as government employee have
same weightage of 26%.

5. What is your current monthly income?

50K and
BELOW 10K 10K-20K 20K-30K 30K-40K 40K-50K TOTAL
above
 
NO. OF
PERSON 20 7 6 1 7 9 50

PERSANTAGE
40% 14% 12% 2% 14% 18% 100%

37
 Monthly Income
BELOW 10K 10K-20K 20K-30K 30K-40K
40K-50K 50K and above

18%

40%

14%

2%
12%
14%

Although most of the respondent belong to student category so they have limited
pocket money as their income that represented by 40% (below 10K).Apart from that 18% of
respondent have 50K and above income package because 26% respondent have Government
job and they are highly educated as well.

6. On average, how often do you shop online in the last six

months?

2 TIMES IN A
EVERYDAY WEEKLY
WEEK
 

NO. OF PERSON 0 5

PERSANTAGE 0% 10%

38
 EVERYDAY 2 TIMES IN A WEEK WEEKLY
ONCE IN 2 WEEK EVERY 2OR 3 MONTH
10%

30%
16%

44%

As we can see that most of the respondent shop online once in 2 week (44%) equaling
to
2 times in a month that show respondent often purchase form E-market, Apart from
that 30% people buy things online in 2-3 months.16% are those person who purchase
online weekly These all things shows the significance of E-commerce in their day to
day life.

7. How much time do you spend on internet every day ?

BELOW 1
2-3 HR 3-5 HR.
HR.

NO. OF PERSON 8 20 12

PERSANTAGE 16% 40% 24%

39
 BELOW 1 HR. 2-3 HR 3-5 HR. 5-7 HR. 7-9 HR.
8%
16%
12%

24%

40%

Due to effect of Smartphone and social media people spending more time in doing something
in phone that thing also shown in our Analysis that

40% of the respondents use their smart phone for 2-3 hour in a day,

Whereas 24% respondent use their smart phone for 3-5 hour.

This thing help the marketer that respondent are using more time with their phones so it will
easy for capture.

8. Why are you choosing shop Online ?

Very
convenience
Low price
and time
  saving

NO. OF PERSON 16 15

PERSANTAGE 32% 30%

40
 Very convenience and time saving Low price
Products variety You can buy the rare products here
2%

32%

36%

30%

9. Please indicate which one effects your satisfaction most during

your previous shop online experience.

THE WAY OF LOYALIT

SOLVING Y OF
PRICE YOUR THIS
COMPLAINT ONLINE
S SHOP
 
NO. OF 20 9 4
PERSON
PERSANTAG 40% 18% 8%
E

41
 PRICE
THE WAY OF SOLVING YOUR COMPLAINTS
LOYALITY OF THIS ONLINE SHOP
THE SPEED OF DELIVERY
THE DIFFERENCE BETWEEN YOUR EXPECTATION AND REAL
PRODUCT AND SERVICE
10%

40%
24%

8%
18%

This question interpret those factor which satisfied respondent during last online purchasing

This chart shows that 40% of the respondents were satisfied due to the price of the product or
services they purchased. Price have more weightage than any other thing.

The speed of delivery comes at 2 nd point. As people have different life style, they don’t want
to wait for something that is reason speed of delivery have greater significance in E-
commerce Business.

10. Which Online Shopping website do you prefer?

AMAZO FLIPKAR SNAPDEA
  N T L

19 16 2
NO. OF
PERSON

38% 32% 4%
PERSANTAG
E

42
 AMAZON FLIPKART SNAPDEAL MYTRA JOBONG PAYTM

8% 2%

16% 38%

4%

32%

This chart show s that which E-shopping website is popular among the Customers. On
the Basis of the primary data we can say that 38% of respondent prefer the
AMAZON.
Apart from that FLIPKART is also on the footprint of AMAZON with 32%.
These other site are less preferable compared to these sites due to variety of product
and service offered by these website as we know that PATYM is more in service
sector whereas AMAZON and FLIPKART are more into product sector.
Due to global presence, quality of product and faster delivery is the core reason to
choose these sites.

11. Which product Category do you prefer for Online

Shopping?

43
 WATCHS JEWELLARY AND

AUTOMOBILE AND PART

SPORTS AND FITNESS

HOME AND KITCHEN

ACCESSORIES
IT EQUIPMENT

APPAREL AND

FOOTWEAR

BABY CARE
EYEWEAR

TOTAL
 
NO. OF 7 25 1 10 0 5 0 2 50
PERSON
14% 50% 2% 20% 0% 10% 0% 4% 100%
PERSANTAGE

IT EQUIPMENT APPAREL AND ACCESSORIES

SPORTS AND FITNESS FOOTWEAR
HOME AND KITCHEN WATCHS JEWELLARY AND EYEWEAR
BABY CARE AUTOMOBILE AND PART

10% 4% 14%

20%

2%
50%

As we know that most of the respondents are belongs to youth category and now a
day people
Are more concern about their looks ,style, what things they should wear ?
This chart also shows the same thing;
50% of the respondent shop for apparel and accessories categories followed by 14%
footwear category.
This could be happened because of the large no. of variety in the product with lots of
multinational brand and comparative prices.

12. What factor helps you to decide which site to use for
Online Shopping?

44
 SPECIAL
SEARCH PERSONAL ONLINE
OFFER
ENGINES RECOMMANDATIONS ADVERTISING
ON SITE
 
NO. OF 26 6 10 8
PERSON
PERSANTAG
52% 12% 20% 16%
E

SPECIAL OFFER ON SITE SEARCH ENGINES

PERSONAL RECOMMANDATIONS ONLINE ADVERTISING

16%

20% 52%

12%

There is a big competition in different websites to promote their companies to sell

their products, So they comes up with different type of coupon, voucher, promo code.
52% of the total respondent influenced by special offer on website to purchase
something online.
On the other side personal recommendation have 20% respondent, In the Indian
culture peoples are easily influenced by their family member, friend and relatives.

13. Have you faced any Problem while Shopping Online ?

  YES NO TOTAL

NO. OF PERSON 35 15 50

PERCANTAGE 70% 30% 100%

45
 NO. OF PERSON
YES NO

30%

70%

PRODUCT PAYMENT LATE GENUINE WEBSITE TOTAL

  QUALITY OPTION DELIVERY PRODUCT ISSUE

NO. OF PERSON 15 7 13 0 0 35

PERSANTAGE 43% 20% 37% 0% 0% 100%

NO. OF PERSON
PRODUCT QUALITY PAYMENT OPTION LATE DELIVERY
GENUINE PRODUCT WEBSITE ISSUE

37%
43%

20%

46
Approximately 70% of respondent have faced problem while the are purchasing
something online
Out of that 43% respondent have faced problem in product quality followed by late
delivery 37%.
This thing happened due to the fraud of Copy Product and more time in transport.

47
Findings

 Now the current scenario there has been increasing number of buyers and
sellers towards online shopping day by day. because the people preferring to
purchase the product through online shopping due to saving of time another
aspect is product is delivering at home with nominal delivery charge that’s
why people prefer online shopping instead of physical store.

 Online stores are usually available 24 hours in a day, and many consumers
have Internet access both at work and at home even at villages. They may
shop the products through online shopping at any time with any devices may
be mobile phones, tablets, PC’s, Laptop etc.

 Another aspect is product is available at reasonable price as compare to

physical store price in market and people’s mentality is “if product is available
at Reasonable price so why should purchase from physical store”.

 Most of the people in professional segments are prefer to buying the products
due to having lack of time and avoided to visits at physical stores.

 Most of the people motivate to buying the product because of their facilities
and no need to travel to shop or physical store and the product is deliver at
home with paying nominal charges.

48
CONCLUSION
Increased Internet penetration, a hassle free shopping environment providing to the online
shoppers with one click and the product is delivered at home so, that’s why more Indians
prefer shopping online. But at the same time the companies need to reduce the risks related to
consumer incompetence by tactics such as making purchase websites easier to navigate, and
introducing Internet kiosk, computers and other aids in stores. The goal is not to convert all
shoppers to online purchasing, but to show them it’s an option. In addition to above, efforts
need to be taken to educate the online buyers on the steps that need to be undertaken while
making an online purchase. Moreover, the feedback of an online buyer should be captured to
identify flaws in service delivery. This can be done through online communities and blogs
that serve as advertising and marketing tools and a source of feedback for enterprises. I found
that it is a challenge for E-marketers to convert low frequency online buyers into regular
buyers through successful website design and by addressing concerns about reliable
performance. Thus, the online retailing raises more issues than the benefits it currently offers.
The quality of products offered online and procedures for service delivery are yet to be
standardized. Till the same is done, the buyer is at a higher risk of frauds.

49
LIMITATIONS
There are some problems which I faced during my research study and listed few problems
are:

1. The first problem which I faced is unable to getting the co-operation of the customers.
Many of the respondents did not agree to the need and utility of the project and hence not
agreed to provide the information.

2. The behavior of the customer is unpredictable which may result in the lacking of accuracy
in the data.

3. As the sample size of the survey was so small and comprise of only 50 customers, the
results may have some prone to errors.

4. Study accuracy is based upon the respondent’s response.

50
SUGGESTION & RECOMMENDATIONS
After researching this topic, I would recommend some suggestions and listed are as follows
as:

 First of all I recommend that the online sellers have to make transparent
payment transactions because sometimes the online shoppers unaware about
hidden cost. So, there must be transparency regarding price between online
sellers and shoppers.
 Online sellers also helps to make people more aware about the low risk
towards shopping of the net because online shoppers facing the fraudulent.
 One more thing is that there should be transaction of money is very slow they
have to make it fast so that customer don’t have to face much problem to pay
for the product, if customer is going to face some problem he is not going to
visit our site and buy product
 Online sellers have to give more offers to their customers so that they may
visit again and again to their site.
 There are some implications should be followed by the online sellers are as
follows as:
o Discount prices
o Cash back offers
o Fast transactions
o Focus on customer satisfaction

51
BIBLIOGRAPHY
https://www.google.co.in/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-
8#q=top%2010%20ecommerce%20companies

http://www.imrbint.com/index.php?option=com_content&view=article&id=4&Itemid=5

http://www.slideshare.net/radhejha/marketing-online-shopping-consumers-perception-on-
online-shopping

http://www.amazon.in/?tag=googhydrabk-21&ref_=pd_mn_ABKror1112

Kotler Philip, (2003) marketing management, eleventh edition, Pearson education, Delhi.

Kothari C.R, research methodology, Vishwa Prakashan

52
 ANNEXURE
1) Gender *
o Male
o Female

2) What is your age ?

o Under 18
o 18-24
o 25-30
o 31-36
o 37-42
o 43-48
o 49 and above

3) What is your degree of education currently ?

o Secondary
o Higher Secondary
o Bachelor Degree
o Master Degree
o Above Master Degree

4) What is your current occupation?

o Student
o Private Employee
o Government Employee
o Freelancer
o Other :

5) What is your current monthly income?

o Below 10K
o 10K-20K
o 20K-30K
o 30K-40K
o 40K-50K
o 50K and above

6) On average, how often do you shop online in the last six months?
o Everyday

53
 o 2 times in a Week
o Weekly
o Once in 2 weeks
o Every 2 or 3 month

7) How much time do you spend on internet every day?

o Below 1 hour
o 2-3 hours
o 3-5 hours
o 5-7 hours
o 7-9 hours

8) Why are you choosing shop online?

o Very convenience and time saving
o Low price
o Products variety
o You can buy the rare products here
o Other :

9) Please indicate which one effects your satisfaction most during your previous shop online
experience.

o Price
o The way of solving your complaint
o Loyalty for this online shop
o The speed of delivery
o The differences between your expectation and the real products or services

10) Which Online Shopping website do you prefer ?

o Amazon
o Flipkart
o Snapdeal
o Myntra
o Jobong
o Paytm
o Other :

11) Which product Category do you prefer for Online Shopping?

o IT Equipments

54
 o Apparel and Accessories
o Sports and Fitness
o Footwear
o Home and Kitchen
o Watches, Jewelry and Eyewear
o Baby Care
o Automobile and Parts

12) Do you feel that Online Shopping is better than shopping at physical store?
o Yes
o No
o Can't Say

13) What factor help you to decide which site to use for Online Shopping
o Special offer on sites
o Search Engines
o Personal Recommendations
o Online Advertising
o Other :

14) Have you faced any Problem while Shopping Online?

o Yes
o No

15) If yes than choose the area of the problem

o Product Quality
o Payment Option
o Late Delivery
o Genuine Product
o Website Issue
o Other :

55