A

PROJECT REPORT
ON
CONSUMER PERCEPTION TOWARDS BUSINESS
WEBSITES

SUBMITTED TO
I.K.G. PUNJAB TECHNICAL UNIVERSITY
KAPURTHALA (INDIA)

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

FOR THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION

BY
VARINDER SINGH WALIA

Department of Business Management

GURU NANAK INSTITUTE OF MANAGEMENT &
TECHNOLOGY
(GNIMT) 2013 – 2016
 DECLARATION

I hereby declare that this Research Project is my original work except for quotations,
statements, explanations and summaries, which I have ready mentioned their sources. No
portion of this Research Project has been submitted in support of any application for any
other degree or qualification of this or any other university or institute of learning.

Signature
 EXECUTIVE SUMMARY

The Internet is dramatically expanding opportunities for business-to-business (B2B),

Business-to-consume (B2C) e-commerce transactions across borders. For
B2Ctransactions especially, the Internet sets up a potential revolution in global
commerce: the individualization of trade. It gives consumers the ability to conduct a
transaction directly with a foreign seller without traveling to the seller’s country. While
this could be done in the past by post, telegram, phone, or fax, such sales were relatively
rare because the consumer had to know in advance where to make contact and what to
buy. The Internet allows sellers to put their storefronts, in the form of Web pages, in
front of consumers all over the world. The study is examined the perception and
awareness of consumers towards business websites and also find out the satisfaction level
of respondents regarding services offered by these websites. The survey conducted in
Ludhiana and the sample size is 50. From the survey it can be concluded that millions of
consumer use business sites. The use of business sites has truly exceeded its original
purpose of buying and selling of product to consumer end. This study reveals that how
the consumers feel about using business sites and how it affects. The study used
perception survey questionnaire which were administered to respondents who were
enrolled in the course. The consumer rated the statements using a ranking Scale and the
data collected were analyzed using descriptive statistics.
 PREFACE

BBA is a stepping-stone to the management carrier and to develop good manager it is

necessary that the theoretical must be supplemented with exposure to the real
environment. Theoretical knowledge just provides the base and it’s not sufficient to
produce a good manager that’s why practical knowledge is needed. Therefore the
research product is an essential requirement for the student of BBA.

Selecting Ludhiana city, the project report was made after analyzing the customers’s
perception. The project report is a student’s attempt to observe record and understand the
business activities and practical aspects of business by applying theoretical knowledge
and concepts.
 ACKNOWLEDGEMENT

Every project big or small is successful largely due to the effort of a number of wonderful
people who have always given their valuable advice or lent a helping hand. I sincerely
appreciate the inspiration; support and guidance of all those people who have been
instrumental in making this project a success.

I am extremely grateful to my guide Dr. Inderpreet Kaur for the confidence bestowed in
me and entrusting my project entitled “Consumer perception towards Business
Websites”. At this juncture I feel deeply honored in expressing my sincere thanks to her
for making the resources available at right time and providing valuable insights leading to
the successful completion of my project.

I would also like to thank all the faculty members of for their critical advice and guidance
without which this project would not have been possible.

Last but not the least I place a deep sense of gratitude to my family members and my
friends who have been constant source of inspiration during the preparation of this
project work.

VARINDER SINGH WALIA

 CHAPTER – 1
INTRODUCTION
 INTRODUCTION

1.1 ABOUT E-COMMERCE

The cutting edge for business today is e-commerce. E-Commerce stands for electronic
commerce. It means dealing in goods and services through the electronic media and
internet. On the internet, it relates to a website of the vendor, who sells products or
services directly to the customer from the portal using a digital shopping cart or digital
shopping basket system and allows payment through credit card, debit card or EFT
(Electronic fund transfer) payments. E-commerce or E-business involves carrying on a
business with the help of the internet and by using the information technology like
Electronic Data Interchange (EDI). More simply put, E-Commerce is the movement of
business onto the World Wide Web. E-Commerce has almost overnight become the
dominant online activity. There is no single definition of E-Commerce, it means only
commercial activity which is performed or linked to or supported by Electronic
Communication. The effects of e-commerce are already appearing in all areas of
business, from customer service to new product design. It facilitates new types of
information based business processes for reaching and interacting with customers like
online advertising and marketing, online order taking and online customer service. In
now days E-commerce uses the WWW at least some point in transaction lifecycle. It can
also reduce costs in managing orders and interacting with a wide range of suppliers and
trading partners, areas that typically add significant overheads to the cost of products and
services. For developing countries like India, e-commerce offers considerable
opportunity. In India it is still in nascent stage, but even the most-pessimistic projections
indicate a boom. There has been a rise in the number of companies’ taking up e-
commerce in the recent past. Major Indian portal sites have also shifted towards e-
commerce instead of depending on advertising revenue. Many sites are now selling a
diverse range of products and services from flowers, greeting cards, and movie tickets to
groceries, electronic gadgets, and computers, etc. With stock exchanges coming online
the time for true e-commerce in India has finally arrived.
1.2 DEFINITIONS OF E-COMMERCE
Many of the implicit and explicit definitions of e-commerce rely on past experiencerather
than on possible futures. There are various ways to define e-commerce by different
people, different books or different parties.
E-commerce is a general term for any type of business, or commercial electronic
transaction that involves the transfer of information across the Internet. Or we can say
that e-commerce is defined as the use of computers and electronic networks to conduct
business with other businesses or with customers over the Internet or another electronic
network. Since there are various definitions of e-commerce, the United Nations
Conference on Trade and Development (UNCTAD, 2000) has summarized the
descriptive definitions of electronic commerce as stated below:-

1.3 EVOLUTION OF COMMERCE

Commerce has evolved over the centuries. Prior to the evolution of money it was the
simple “barter process” where things could be exchanged, say milk for grains. The
evolution of money brought with it, the concept of a “marketplace”. In a marketplace,
Commerce is function of 4 P’s – Product, Price, Place and Promotions. All these four
components play a vital role in a transaction to take place. Different combinations of 4Ps
determine different forms of Commerce. Once the marketplace came into existence, a
few pioneers realised that
people would be ready to pay extra if they could deliver products at the customer’s
doorstep. A slight modification on Price and Place led to the convenience of getting
products at their homes. This concept delighted the customers and thus, the concept of
“Street Vendors” was born.
When the Postal System came into being the sellers decided to cash in on the new
opportunity and started using mailers giving description of their products. It led to the
concept of “Mail Order Cataloguing”. From here, the evolution of the “Tele shopping”
networks was thus inevitable with the development of media vehicles. The latest
generation of commerce is one that can be done over the internet. Internet provides a
virtual platform where sellers and buyers can come in contact for sale and purchase of
goods and services. They can be thousands of miles apart, may belong to different parts
 of the world, might speak different languages, “E-Commerce” emerged as the boundary-
less trade medium in the era of globalization

Figure 1. Evolution of E-Commerce

1.4 CONCEPTUAL FRAMEWORK OF E-COMMERCE IN INDIA

Today e-commerce is a byword in Indian society and it has become an integral part of our
daily life. There are websites providing any number of goods and services. Then there are
those, which provide a specific product along with its allied services.

A. Multi Product E-Commerce

Some internet portals provide almost all categories of goods and services in a single site;
hence, they are targeting buyers of every possible product/service. The most popular
examples are www.flipkart.com, www.shopclues.com, ebay.in, www.snapdeals.com,
www.indiaplaza.com,www.thebestofindia.com,www.homeshop18.com,shopping.rediff.c
om, shopping.Amazon.in and so on. These Indian e-commerce portals provide goods and
services in a variety of categories like:
 Apparel and Accessories for men and women
 Health and beauty products
 Books and magazines
 Computers and peripherals
 Vehicles
 Collectibles
 Software
 Consumer electronics
 Household appliances
 Jewellery
 Audio/Video entertainment goods
 Gift articles
 Real estate and services
 Business opportunities
 Employment
 Travel tickets
 Matrimony
 Pets…and more.

B. Single Product E-Commerce Some Indian portals/websites deal in a specialized

field, for example
 Automobiles:
Examples are: http://www.indiacar.com/ and http://www.automartindia.com/.
On these sites we can buy and sell four-wheelers and two-wheelers, new as well as used
Vehicles, online. Some of the services they provide are:
 Car research and reviews
 Online evaluation
 Technical specifications
 Vehicle Insurance
 Vehicle Finance
 Dealer Locator
 Regional Transport Office regulations
 Expert speak
 Message board…and more.

 Stocks and shares and e-commerce

In India today, we can even deal in stocks and shares through e-commerce. Some of the
sites are: http://www.equitymaster.com; http://www.5paisa.com.
 Some of the services offered to registered members are:

 Online buying/dealing of stocks and shares;

 Market analysis and research
 Company information
 Comparison of companies
 Research on Equity and Mutual Funds
 Tracking Market Trends
 Hotline for advice on Risk Management
 24-Hour helpdesk….and more.

 Real estate and E-commerce:

Portals like http://www.indiaproperties.com/, www.99acres.com facilitate online dealing
in real estate. They offer either outright purchase or lease of a property through their
portal. They provide information on new properties as well as properties for resale. One
can deal directly with developers or builders or through consultants and brokers.
Allied services:
 Housing Finance
 Insurance companies
 Architects & Interior Designers
 NRI services
 Property Management Consultants
 Packers & Movers
 Security & Maintenance Services
 Vaastu or Feng Shui Consultants…and more.

 Travel & Tourism and E-commerce:

India has a rich history with cultural heritage and e-commerce is instrumental, to a large
extent, in selling India as a product, encouraging Indians as well as foreigners to see its
multifaceted culture and beauty. A major Government of India portal,
 http://www.tourisminindia.com/, has a vast variety of information for a potential tourist.
The tourist destination sites are categorized according to themes like:
 Adventure - trekking, mountain climbing etc
 Eco-Themes pertains to jungles, flora and fauna
 Beaches of India
 Architectural attractions
 Forts and Palaces
 Buddhist attractions
 Hill resorts
 Desert treks
 Pilgrimage sites

Allied services offered are:

1. Passport & visa
2. Travel & accommodation information
3. Weather information
4. Festival & fair dates
5. Shopping
6. Tour Operators
7. Information on Cuisine & Restaurants
8. Car rental services…and more.
There are also sites that highlight the tourist destinations of a specific region in India, like
http://www.incredibleindia.org/, which covers North East India.

 Gifts and E-commerce:

In the bygone days, one had to plan what to gift a loved one, trudge across to your
favourite shop, and browse for hours before purchasing a gift. Today there are specific
Indian websites making the act of gifting quick and easy to suit ones lifestyle. One such
site is http://www.indiangiftsportal.com/.
The gifts are categorized as:
1. Collectibles like paintings and sculptures
 2. Luxury items like leather goods, perfumes, jewellery boxes, etc
3. Household curios and carpets, etc
4. Toys & games
5. Chocolates
6. Flowers
7. Wood-craft & metal-craft
8. Idols for worship…and more.
Also the items can be searched by different regions of India, as every region has a special
style in making handicrafts.

 Hobbies and E-Commerce:

The most popular hobbies from time immemorial are reading, music and films. On the
Indian website http://www.firstandsecond.com/ one can buy more than 300,000 titles of
books, cassettes, VCDs and DVDs.

The books cover a wide range of topics like Business, Art, Cookery, Engineering,
Children’s Stories, Health, Medicine, Biographies, Horror, Home & Garden, etc.
As for music and videos, they are available in English as well as in Indian languages to
cater to the varied tastes and the topics range from devotional songs, old-time favourites
and retro and jazz to the latest pop, rap, etc.

 Matrimony and E-commerce:

It is said that marriages are made in heaven, but in the world of E-commerce they are
made on marriage portals like http://www.jeevansathi.com/ (meaning life-partner.com in
Hindi) and http://www.shaadi.com/ (meaning marriage.com in Hindi).One can search for
a suitable match on their websites by region of residence (India or abroad), religion or
caste. Once registered with them, they have email facility and chat rooms too, so that the
couple gets to know more about each other before making the biggest decisionof their
lives.Allied services for registered members:
1. Astrological services
 2. Information on Customs and Rituals
3. Legal issues
4. Health & Beauty
5. Fashion & Style
6. Wedding Planners
7. Honeymoon Destinations…and more.

 Employment and e-commerce:

Two major portals like www.monsterindia.com and www.naukri.com (meaning job.com
in Hindi) are instrumental in providing job seekers with suitable employment at the click
of a mouse. They have directories categorized under the headings Employers and Job
Seekers. The service for job seekers is free and for Employers they charge a nominal fee.
Jobs are available online in fields ranging from secretarial to software development, and
from real estate to education. The opportunities offered are unlimited.

1.5 PRESENTS TRENDS OF E-COMMERCE IN INDIA

India is developing rapidly and if development is to be measured, how can we ignore the
role of ecommerce in it. The internet user base in India might still be a mere 151 million
which is much less when compared to its penetration in the US or UK but it's surely
expanding at an alarming rate. At 151 million total Internet users, the Internet penetration
in India remains at 12.6% India now has the 3rd largest Internet population with 151
million in the world after China at 568 million and USA at 254 million (in 2013).
Considering the annual rate of growth 41-43% India is expected to cross 375 million
unique internet users by end of 2015.The number of new entrants in this sphere is
escalating daily and with growth rate reaching its zenith; it can be presumed that in years
to come, customary retailers will feel the need to switch to online business. Insights into
increasing demand for broadband services, rising standards of living, availability of wider
product ranges, reduced prices and busy lifestyles reveal this fact more prominently
thereby giving way to online deals on gift vouchers. Going by the statistics, according to
a study by the Internet & Mobile Association of India and KPMG, Indian ecommerce
was projected to grow to $12.6 billion by the end of this year. By 2020, it is expected to
contribute around 4 per cent to GDP. Currently, the Internet penetration in India stands at
11 per cent of the population, a third of the world average.

Figure 1. internet penetration in various countries

(source: digitalinsights.com)

The table-1 shows market size of different verticals of ecommerce industry since 2009 to
2013. The growth in ecommerce business clearly implies the growing number of internet
users .The online purchases are limited to certain categories like gaming subscription,
food delivery, online classifieds, buying movie tickets, travel related purchases and
electronics items etc. The growth in ecommerce industry is primarily driven by online
travel industry which has contributed 78 % (Rs 14953 crore) in 2009 and expected to
touch 72 % (Rs 44907 Crore) in 2013 of total ecommerce market and is building user
confidence. The online travel industry includes sale of domestic air travel, international
travel, hotel bookings, railway tickets, bus tickets, tour packages and travel insurance etc.
figure 2:
 (Source: digitalinsights.com)

Indian Banks too have been very successful in adapting EC and EDI Technologies to
provide customers with real time account status, transfer of funds between current and
checking accounts, stop payment facilities. ICICI Bank, Global TRUST BANK AND
UTI-Bank also have put their electronic banking over the internet facilities in place for
the upcoming e-commerce market. Certain unique attributes of the E-commerce industry
in India such as cash on delivery mode of payment and direct imports that lower costs
considerably are probably going to bring about a speedy growth in this industry in years
to come. According to the latest research (The report, titled “Asia Pacific Online Retail
Forecast, 2011 To 2016,”) by Forrester, a leading global research and advisory firm, the
e-commerce market in India is improving between 2012-16. The report revealed that
ecommerce revenue in India will increase by more than five times by 2016, jumping from
US$1.6 billion in 2012 to US$8.8 billion in 2016 (Table-2). While US$8.8 billion is still

less than other countries in Asia Pacific, such as China and Japan, India‟s CAGR is much

higher than any other country that Forrester forecasts in the region.

1.6 BARRIERS OF E-COMMERCE IN INDIA

 Some of the infrastructural barriers responsible for slow growth of ecommerce in India
are as follows. Some of these even present new business opportunities.
 Lack of IT policies and effective cyber laws
 Lack of trust among customers: You have to deliver the product, safe and secure, in the
hands of the right guy in right time frame. Regular post doesn’t offer an acceptable
service level. Couriers have high charges and limited reach. Initially, you might have to
take insurance for high value shipped articles increasing the cost.
 Indian people (especially females) have tendency to bargain the products, which is not
feasible in Ecommerce.
 Different local languages and cultural factors
 Lack of awareness and understanding of the value of e-commerce
 Continuous change in technologies, emerging new technologies
 Not sure of product quality
 Need to wait for delivery once product is ordered since widely spread regions
 No significant discounts on the products to purchase
 Shipping costs are high due to big geographical area
 Security. Ensuring security of payments and privacy of online transactions is key to the
widespread acceptance and adoption of e-commerce.
 Internet costs: To depend on speed, bandwidth of internet (Approximately around 1.6
million households connected to the Internet)
 Financial costs – for storing information, continuous change of technologies, processing
orders
 Taxations: Octroi, entry tax, VAT and lots of state specific forms which accompany
them. This can be confusing at times.
1.7 THE FUTURE OF E-COMMERCE
E-Commerce is the future of shopping. Thus, is would be apt to quote “The future is
here.
It's just not widely distributed yet”- William Gibson
The Internet economy will continue to grow robustly; Internet users would buy more
product and buy more frequently online ; both new and established companies will reap
profits online; and…
 Safer Online Payment Systems: As the Internet becomes a safer place to transact, the
amount spent by the Internet Users online is bound to increase. Those apprehensive of
divulging their credit card and bank details would be active online shoppers. The Internet
users are expected to buy high-end products like automobile, property, home durables
online.
 Customization of content and offerings: As the internet users mature, the demand for
customization will increase. The content would adopt the regional flavours. More niches
will be formed, seeking for offerings made for them and content that meets their
requirements.
 More number of shoppers from Non-Metros: Currently, following the spread of users
coming from Metros and Non-Metros. This change would be bought by higher
penetration of Internet in the small towns and limited reach of physical distribution
channels of the established sellers to these towns. These factors coupled with higher
disposable income would compel the Internet users in these towns to buy online.
 Expanding User Base: Going at the current rate of growth in the Internet users
transacting online, the user base for E-Commerce is expected to rise expand
exponentially. A large portion of the Internet population is under the age of 35 years and
is increasingly moving northwards as far as the purchasing power is concerned. The
uncanny nature of this segment “to use now and pay later” is going to play an important
part in the future growth of e commerce market. Be it picking new stocks or new clothes,
finding a job or a bride, the web way of doing things will gain precedence.
 M-Commerce: Currently E-Commerce is synonymous with PC and browser-based
interaction. However, in the near future GPRS-enabled mobile phones will rule the online
transactions. Today, online downloads to mobile phones is limited to low value services
 like music downloads, picture message downloads and ring tone downloads. However, as
the mobile users get more familiar with buying online, the purchase of high-involvement
products is expected to rise. Certain verticals like Banking and Finance, Travel,
Entertainment, and Retail are likely to drive the growth of m-Commerce in the country.
In the recent past, E-Commerce and it variants like the m-Commerce have yearned for
the position of being the most important drivers of the Internet. They are continuously
evolving and upgrading to make a consumer’s e-Spending experience hassle free and
memorable. However, to attain that position, it needs to awaken its inner beauty –
simplicity and security of transaction. The trend of online shopping is set to see greater
heights in coming years, not just because of India’s rising internet population, but also
due to changes in the supporting ecosystem. The E-Commerce market in India is smaller
than in other markets that Forrester forecasts in Asia, but it is growing the fastest.
Retailers have a sizeable opportunity as the online population starts to spend more and
buy more frequently online

1.8 KEY PLAYER OF BUSINESS WEBSITES OF INDIA

 Quikr.com

Quikr is India’s no.1 online classifieds platform, a placewhere people can connect with
each other to buy or sell goods and services. Launched in 2008 with the vision for buyers
and sellers to “meet online, transact offline”, today we have over 4.2 million listings and
have generated over 150 million replies.
Headquartered in Mumbai, Quikr operates from 940 cities across India and is accessed by
more than 30 million unique users and 26 million brand new customers per month. We
 now have over 13 categories and 170 sub-categories, with the most popular being mobile
phones and electronics, real estate, cars and bikes.

At Quikr, we have created an online community which is simple and secure. We are
constantly innovating so that users can buy and sell in the easiest and most convenient
way possible. We recognized that getting a fair price could be a hurdle for our
customers,and we developed a Maximum Selling Price (MSP) calculator to help users
estimate a reasonable price range. We also pioneered the Missed Call service in India,
enabling first time or non internet users in India to give us a missed call so that we can
help them post an ad. This way we aim to make people ‘Quikr’ users, perhaps even
before they are internet users.
Our efforts are being recognized. In BAV® 2013 (a Brand Asset Valuator by
Rediffusion-Y&R), Quikr was the only classifieds platform to be featured in the list of
top ten ‘Best E-commerce Brands in India Amongst Youth’.
 Olx.com

Olx is a website where users can sell new & old things. It is a website for second hand
goods between Customers to customers. Anybody wants to sell anything can do so on
 olx. Just go to olx.in, signp create your profile and upload the picture of the product you
want to sell.

OLX mostly makes money from advertising. OLX displays text ads on listing, search and
item pages, but does not display advertising on the home page. They are one of the few
online businesses where advertising works well and is a sustainable business model.
Advertising works well on OLX because users are in a search behavior – they are
looking for something. As a result their contextually relevant ads have a high click
through rate. Combined with the high value of their top categories – real estate, jobs and
real estate – it leads to a reasonably successful and sustainable business model. Being a
free ad supported site, it generates much low revenues.

 Ibibo.com

ibiboGroup is an online travel organization founded in January 2007 by Ashish

Kashyap. The company is a subsidiary of Naspers (MIH). The group owns the B2C
online travel aggregator Goibibo, and online bus ticketing platform redBus.in, and has a
51% stake in the B2B travel website travelboutiqueonline.com. The company also owns a
minority stake in Naspers' payment gateway business PayU Global. In 2013, ibiboGroup
was named one of the top five most trusted ecommerce brands in India in The Brand
Trust Report India Study – 2013. Ashish Kashyap, the CEO, was include in
exchange4media's "Impact Power 100" of technology business leaders. Ibibo started as a
social networking service in 2007, and later changed to become an e-commerce and
 travel organization. In 2009 Goibibo.com was launched, offering search, comparison and
purchase of air tickets, bus tickets, holidays and hotels. Goibibo is also available as a
mobile app for iOS app, Android and Windows Phone.

 99 acres.com
99acres.com is an Indian
real estate database website.
The website was launched
on September 15, 2005.
99acres is a part of Info
Edge (India) Limited with
its headquarters in Noida,
Uttar Pradesh and regional
offices in cities like Bangalore, Mumbai, Chennai etc. It features pan India listings. In
2011, 99acres launched property search on mobile. The mobile website lets the users to
browse and search for properties and connect with the advertisers directly through
mobile.

Narasimha Jayakumar joined InfoEdge India as Chief Business Officer for brand 99acres.
Prior to this, he was working with e-commerce company HomeShop18 as COO &
Business Head. Narasimha also held positions as Business Head - Google India and
Account Director, Private Label Marketing, EMEA. He was educated at IIM –Bangalore
and the London school of Economics. 99acres launched its mobile apps for the Android
and IOS users in Dec 2013 & Feb 2014 respectively. 99acres.com won the GSF India
Mobile Appies Awards 2015. This section allows the user to find new and upcoming
projects in a particular locality or city. In this section, the user can find three types of
properties; new launched under-construction and ready to move. Other than these filters
like location and number of bedrooms can also be applied for a more refined search.

This section helps user to compare the prices of a property in different localities of a
same city. It provides information about the current price rates and a quarter to quarter
 analysis of the area. 99acres releases its property report Insite. This report highlights the
trends across major metropolitan cities of India. According to the report 99acres Insite,
Delhi NCR localities are witnessing slackened demand during Q1-14 when compared to
same period last year. The prices of residential properties dropped by 2% in April–June
2014 when compared to April–June 2013. Localities of Delhi like Defence Colony,
Sheikh Sarai, Greater Kailash I and Vasant Vihar witnessed a fall in prices. However,
Mehrauli and Chattarpur in South Delhi and Shahadra in East Delhi jumped by 13
percent, 8 percent and 14 percent respectively in Q2-2014 over Q1-2014.

 Alibaba.com
Alibaba Group Holding
Limited is a Chinese e-
commerce company that
provides consumer-to-consumer, business-to-consumer and business-to-business sales
services via web portals. It also provides electronic payment services, a shopping search
engine and data-centric cloud computing services. The group began in 1999 when Jack
Ma founded the website Alibaba.com, a business-to-business portal to connect Chinese
manufacturers with overseas buyers. In 2012, two of Alibaba’s portals handled
1.1 trillion yuan ($170 billion) in sales. The company primarily operates in the People’s
Republic of China (PRC), and at closing time, on the date of its historic initial public
offering (IPO), 19 September 2014, Alibaba's market value was measured as US$231
billion.

In September 2013, the company sought an IPO in the United States after a deal could
not be reached with Hong Kong regulators. Planning occurred over 12 months before the
company's market debut in September 2014. The Alibaba Reuters Instrument Code is
"BABA.N", while the pricing of the IPO initially raised US$21.8 billion, which later
increased to US$25 billion, making it the largest IPO in history. However, buyers weren't
purchasing actual shares in the group, since China forbids foreign ownership, but rather
just shares in a Cayman Islands shell corporation.
 Alibaba's consumer-to-consumer portal Taobao, similar to eBay.com, features nearly a
billion products and is one of the 20 most-visited websites globally. The Group's websites
accounted for over 60% of the parcels delivered in China by March 2013, and 80% of the
nation's online sales by September 2014. Alipay, an online payment escrow service,
accounts for roughly half of all online payment transactions within China. Alibaba is
planning to enter India and was in talks with Snapdeal in September 2014. Alibaba
reported sale of more than $9 billion on China's Singles' Day in 2014.

 redBus.in
redBus, also known as
redBus.in, is India's largest
online bus ticket and hotel
booking company. The
company also sells tickets
through offline outlets. It has
offices in Ahmedabad,
Bangalore, Chennai, Coimbatore, Delhi, Hyderabad, Mumbai, Pune, Vijayawada and
Visakhapatnam. It was taken over by the Ibibo Group, a joint venture of South Africa's
Naspers and China's Tencent in June 2013 for $138 Million (INR 800 Crore).
redBus' CEO, Phanindra Reddy Sama was recently selected by Endeavor as a high
impact entrepreneur. Also, Business world voted Phanindra Reddy Sama as one of the
top 5 most promising entrepreneurs in India.
RedBus has crossed the one-crore (10 Million) mark in the number of tickets sold in July
2012. It has over 2 million registered users and is rapidly approaching the $300 million
GMV (gross merchandize value) mark. The company lays a lot of focus on keeping their
costs low. In May 2013, RedBus began running their first series of Television ads.
Phanindra Reddy Sama and Charan Padmaraju, the engineers from BITS Pilani who
created the pioneering bus ticketing service redBus in August 2006, have sold their stake
in the venture to the Ibibo Group, a joint venture of South Africa's Naspers and China's
Tencent in June 2013. redBus is estimated to have a market share of 65 percent. In April
2014, redBus launched hotel booking powered by Ibibo Group's back end infrastructure
 on its website. In August 2014, redbus teamed up with Uber (an on-demand cab
transportation application) to offer free rides to bus stops.

 Paytm
Paytm is an Indian e-
commerce shopping website
headquartered in Noida,
India, launched in 2010. It is
owned by One97
Communications the firm
started by offering mobile recharging, adding bill payment and e-commerce, with
products similar to businesses such as Flipkart, Amazon.com, Snapdeal. In 2015, it added
booking bus travel. Paytm was founded and incubated by One97 communications in
2010 as a prepaid mobile recharge website. Paytm is an acronym for "Pay Through
Mobile". with Android, windows and iOS apps. In 2014, the company launched Paytm
Wallet, now India's largest mobile payment service platform with over 100 million
wallets & 25 million app downloads. The service became the preferred mode of payment
across leading consumer internet companies. Paytm users can pay for the fuel at Indian
Oil Petrol pump through paytm wallet. In March 2015, Indian industrialist Ratan Tata
made personal investment in the firm. The same month, the company received a $575
million investment from Chinese e-commerce company Alibaba Group, after Ant
Financial Services Group, an Alibaba Group affiliate, took 25% stake in One97 as part of
a strategic agreement. Paytm works with the all mobile operators in all states in India for
prepaid mobile, DTH, and Datacard recharges and postpaid mobile, landline, and
Datacard bill payments. It has partnered with multiple national banks for credit card,
debit card, and netbanking payments. Paytm also works with various billers for utility bill
payments.

In 2015 Paytm received a license from RBI for starting India's first payments bank. The
bank intends to use the Paytm’s existing user base for offering new services, including
debit cards, savings accounts, online banking and transfers, to enable a cashless economy.
 The payments bank would be a separate entity in which the founder Vijay Shekhar
Sharma will hold 51%, One97 Communications will hold 39% and 10% will be held by a
subsidiary of One97 and Sharma. Paytm holds the title sponsorship rights from Board of
Control for Cricket in India (BCCI) for all international and domestic bilateral series
hosted by the BCCI for a period of four years (a total of 84 matches) starting from
August 2015 for INR 203 crore (32 Million USD), or INR 2.42 crore per match played in
India. The rights include sponsor branding of series with the title sponsor logo,
designation as the title sponsor of the series, visibility at the stadium, and broadcast
sponsorship rights. This also includes all BCCI domestic (Ranji Trophy and Duleep
Trophy etc.) matches in India. Previously, Paytm had spent about INR 50 crore during
8th season of Indian Premier League. Paytm also served as an associate sponsor on Sony
TV network (which has the telecast right of IPL) and was the official partner of the IPL
team Mumbai Indians.

 AMAZON

Amazon.com, Inc. is an American electronic commerce company with headquarters in

Seattle, Washington. It is the largest Internet-based retailer in the United States.
Amazon.com started as an online bookstore, but soon diversified, selling DVDs, VHSs,
CDs, video and MP3 downloads/streaming, software, video games, electronics, apparel,
furniture, food, toys, and jewelry. The company also produces consumer electronics—
notably, Amazon Kindle e-book readers, Fire tablets, Fire TV and Fire Phone — and is a
major provider of cloud computing services. Amazon also sells certain low-end products
like USB cables under its in-house brand Amazon Basics.

Amazon has separate retail websites for United States, United Kingdom & Ireland,
France, Canada, Germany, The Netherlands, Italy, Spain, Australia, Brazil, Japan, China,
India and Mexico. Amazon India will soon start offering music, movie and video
 streaming services in India. Amazon also offers international shipping to certain other
countries for some of its products. In 2011, it had professed an intention to launch its
websites in Poland and Sweden.

The company was founded in 1994, spurred by what Bezos called his "regret
minimization framework", which described his efforts to fend off any regrets for not
participating sooner in the Internet business boom during that time. In 1994, Bezos left
his employment as vice-president of D. E. Shaw & Co., a Wall Street firm, and moved to
Seattle. He began to work on a business plan for what would eventually become
Amazon.com.

At Amazon, our vision is to be Earth's most customer centric company; to build a place
where people can come to find and discover virtually anything they want to buy online.
With Amazon.in, we endeavor to build that same destination in India by giving customers
more of what they want – vast selection, low prices, fast and reliable delivery, and a
trusted and convenient online shopping experience – and provide sellers a world-class e-
commerce platform. We are committed to ensure 100% Purchase Protection for your
shopping done on Amazon.in so that you can benefit from a safe and secure online
ordering experience, convenient payment options such as cash on delivery, easy returns
and enjoy a completely hassle free online shopping experience.

 Flipkart
Flipkart is an e-commerce company
founded in 2007 by Sachin Bansal and
Binny Bansal. The company is registered
in Singapore, but has its headquarters in
Bangalore, Karnataka. Flipkart has launched its own product range under the name
"DigiFlip" with products including tablets, USBs, and laptop bags.

In May 2014, Flipkart received $210 million from DST Global, in July 2014 it raised $1
billion led by existing investors Tiger Global and South Africa's media group Naspers
and in May 2015 it raised $550 million from some of its existing investors. Flipkart's last
fundraising round in May 2015 had pegged its valuation at $15 billion.

Flipkart (Company) was founded in 2007 by Sachin Bansal and Binny Bansal, both
alumni of the Indian Institute of Technology Delhi. They worked for Amazon.com, and
left to create their new company incorporated in October 2007 as Flipkart Online
Services Pvt. Ltd. The first product they sold was the book Leaving Microsoft To Change
The World to a customer from Hyderabad. Flipkart now employs more than 33,000
people. Flipkart allows payment methods such as cash on delivery, credit or debit card
transactions, net banking, e-gift voucher and card swipe on delivery. After failure of its
2014 Big Billion Sale, Flipkart recently completed the second edition of Big Billion Sale
held between October 13 and 17. where it is reported that they saw a business turnover of
300 million in gross merchandise volume.
CHAPTER – 2
REVIEW
OF
LITERATURE
 REVIEW OF LITERATURE

Raven et al. (2014) compared India and China’s approaches in adoption of e-business.
Based on the literature survey and secondary data, the study analysed various factors
influencing the growth of e-businesses in the two countries. The factors examined include
government policy and focus, existing technology infrastructure regulatory environment,
experience and understanding of business operations, and culture, among others. The
study concludes that China appears to be ahead of India in the infrastructure, but India is
ahead in e-readiness. Further, it states that both countries are poised for rapidly increasing
e-business, however, problems of poverty and inequality between urban and rural
connectivity must be resolved to really take advantage of e-business in both the countries.

Devendra et.al., (2012) defined that electronic commerce, commonly known as e-

commerce or eCommerce, consists of the buying and selling of products or services over
electronic system such as internet and other computer network. Intent is the technology
for e-commerce as it offers easier ways to access companies and individuals at very low
cost n order to carry out day-to-day business transactions.

Zia and Manish (2012) estimated that eCommerce retailers in India are expanding their
offerings to the online population outside metropolitan India and are investing heavily in
the infrastructure to support these cities.10 Online apparel retailer Myntra.com is already
seeing demand for its products outside metropolitan India: 50% of its sales are outside
India’s 10 biggest cities. To widen their reach, for example, multiple retailers are building
warehouses outside central locations; testing shipping options that work in rural areas;
offering payment options like cash on delivery (COD) that provide options for the
unbanked; and subsequently marketing these to semi-urban and rural consumers.

Ruchi et al (2010) suggested that navigation and content are the most sought after factors
consumers are looking for when dealing with a web-site. Categorization of information,
colour usage, layout/space usage, graphics usage, establishing website’s identity and
presentation of information are also the important factors. The web site design describes
the appeal of the user interface design that will increase the willingness of customers to
visit a website more often and to stay longer with the site.

Chiu et al., (2005) carried out studies in their effort to examine the factors influencing

consumers‟ attitude and perception to make e-commerce purchases through online

shopping. Attitudes toward online shopping are defined as a consumer’s positive or

negative feelings related to accomplishing the purchasing behavior on the internet.

Akther (2004) indicated that E -commerce creates an indirect access of the business
products and services to the customers who intend to buy just sitting at one place. This
can be said as a more relaxed way of shopping. E-portals provide a wide range of
products and services and if any customers intend to buy through moving for shopping
they have to move to different locations to get the same, so e-portals can be said as ―one
sit shopping.

Tan, Tung, and Xu (2009) identified fourteen key factors for developing effective B2C e-
commerce websites. The quality of a user interface is expected to affect trust directly.
Ease of navigation, interface design, and user guidance affect consumer establishment of
trust.

Vallamsetty, Kant and Mohapatra (2003) have conducted a research study by collecting
data through B2B and B2C. It was observed that there is similarity between these two
data. The internet users have increased the number of commerce transaction due to
mainly three reasons: it is easy to found out alternate suppliers with same equality a less
cost, secondly, value addition in the existing products, thirdly the buyer is not required to
engage in widow shopping. This business generated finance which increased form USD
29 to 150 Million USD till previous year showing the importance of the clientele‘ choice
of e portal. One of the most important factors is the base contractual agreement which
takes care about the transaction to be routed through. The distribution time is the major
factor in these two cases. However, the trend has changed and the suppliers used to have
distributional channel in nearby areas as such after ordering the consignment usually is
deliver immediately.

Syncra Systems (2000) analysed that trading exchanges has begun to transform business-
to-business commerce. Trading exchanges aggregate buyers and sellers in a vertical
marketplace or across several interrelated marketplaces. Services can range from
providing online vendor product catalogues to procurement, bidder qualification,
financing, and commodity futures. So it can be said that trading exchanges are expanding
rapidly from an indirect procurement base. They are engaging into end-to-end e -
commerce portals. There are reasons for the same: First, they will handle the full trading
lifecycle from procurement, to supply chain management, to customer relationship
management spanning raw materials suppliers to consumers. Secondly the margin of
profit will be higher as the middle person will be removed.

Turban et al., (2000) which are considered as barriers of online growth and development.
Some of the barriers are said as lack of security and reliability, standard technologies for
secure payment and proven online business models. Security is a major concern to
vendors in B2C as this reflects the consumer perceptions towards that business. As there
is uncertainty and due to many complications present in e-commerce online consumers
think of whether their financial information such as credit card are safe to send to a
vendor through internet and due to this most consumers fear to provide their credit card
information on internet to do any transaction.

Vark (2006) stated that Today business is done with many communication technologies
such as mail order phone, mail order fax, walk- in retail and so on. Web a nd internet are
said to be another medium of communication. With the increasing demands of online
customers the need of scalable, fast, accurate and secured information exchange is very
important. This creates trust in online consumers. E-commerce is generally defined as a
means for transactions of goods and services through internet (some of these could be
B2B, B2C etc.
 CHAPTER – 3
OBJECTIVES OF
THE STUDY
 OBJECTIVES OF THE STUDY
 To study the perception of consumers towards business websites.
 To study the consumer awareness towards business websites.
 To find out the satisfaction level of respondents regarding services offered by these
websites.
 To examine the factors influencing the customers to using business websites.
 To collect information about why certain segments of internet users still reject these
websites.
 To find out which feature is more preferred by the customers regarding business
websites.
 CHAPTER – 4
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY
4.1 Research Plan:
To meet the objective of the study descriptive design was adopted.

4.2 Extent of researcher interference

Here researcher interference will be minimal because correlation study is conducted in the natural
environment (normal work flow) of the organization because we are only concerned with the
influence of one variable with the other variable.

4.3 Unit of analysis

In this unit of analysis will be individual as well as group unit of analysis because we will talk to
individual respondents as well as respondents working in groups.

4.4 Time horizon

As we have gathered data just once in order to answer a research question, so it is called one-shot
or cross sectional analysis.

4.5 Data collection techniques

Data collection technique that we have used is survey.
 Tool
 questionnaire
 Observation

 Secondary Data
For every researcher, secondary data is very important, without it one thrash out one’s project. It
also gives the background, overview and guidelines for the research. In our research, it has got
much importance. Major sources of data are articles on the internet, web and different books
related to our topic.

 Primary Data:
Researcher collected primary data from the interview conducted through survey and also come to
know very practical information which reveals much more things.
 Model Town
  Dugri
 Dhandra
 Model Town Extension
 Ghumar Mandi

4.6 Data analysis techniques

The statistical tool that we will use for study is the Excel. Data collected from above mentioned
options will be analyzed by following methods.
 Frequency distribution

4.7 Sample Design

Target Population:
All the entrepreneurs/self employed women of rural areas of Ludhiana.
AREA
 Model Town
 Dugri
 Dhandra
 Model Town Extension
 Ghumar Mandi

Sample Size
 50 respondents who purchase or sell products from business websites in Ludhiana city.

Sampled Business Categories

 All the respondents who purchase or sell products from business websites.

Sampling frame
Infinite population: As our population is infinite so it is difficult to identify all the population
and to draw a sampling frame

Sampling method: Probability sampling

Sampling technique: Simple random sampling
 CHAPTER – 5
DATA ANALYSIS
AND
INTERPRETATION
 CHAPTER – 5
DATA ANALYSIS AND INTERPRETATION

5.1 Heard about business sites.

Table No. 5.1

Options No. of respondents Percentage

Yes 50 100%
No 0 0%
Total 50 100%

120%

100%
100%

80%
Percentage

60%

40%

20%

0%
0%
Yes No

Figure No. 5.1

Interpretation
It can be analysed from the table and figure that 100% of the respondents heard about
business sites. All of the respondents heard about business sites.
5.2 Awareness about business site players.
Table No. 5.2
Options No. of respondents Percentage

Quikr.com 9 18%

Olx.com 10 20%

Ibibo.com 5 10%

99acres.com 4 8%

Alibaba.com 3 6%

Flipkart 3 6%

Paytm 4 4%

India mail 4 8%

Redbus.in 2 4%

Amazon.in 5 10%

Any other 1 2%

Total 50 100%
 Figure No. 5.2

Any other 2%

Amazon.in 10%

Redbus.in 4%

India mail 8%

Paytm 4%
Percentage

Flipkart 6%

Alibaba.com 6%

99acres.com 8%

Ibibo.com 10%

Olx.com 20%

Quikr.com 18%

0% 5% 10% 15% 20% 25%

Figure No. 5.2

Interpretation
It can be analysed from the table and figure that most common business sites among
people is Olx.com, which highly used by respondents to sale and purchase of their
products i.e. followed by 10 respondents (20%). Second highest percentage of
respondents aware about quikr.com business sites followed by other business sites, 10%
aware about Ibibo.com, 4% redbus.in, 8% Amazon.in, 8% 99acres.com, 8%
indiamail.com, 6% alibaba.com, 6% flipkart.com, 4% paytm and least group of people
aware about any other business sites.
5.3 Source of Information about business sites.
Table No. 5.3
Options No. of respondents Percentage
Friends 16 32%
Advertisement 11 22%
Internet 23 46%
Any other 0 0%
Total 50 100%

50%
46%
45%

40%

35%
32%

30%
Percentage

25%
22%

20%

15%

10%

5%
0%
0%
Friends Advertisement Internet Any other

Figure No. 5.3

Interpretation
It is clearly shown that internet is main source of information about these business sites
which is highly recommend by respondents i.e. 46%. 33% of the respondents come to
know about these sites from their friends and least group of respondents come to know
about theses business sites from advertisement source.
5.4 Showing the frequency of respondents who ever using these web sites.
Table No. 5.4
Options No. of respondents Percentage
Yes 42 84
No 8 16
Total 50 100%

16%

Yes No

84%

Figure No. 5.4

Interpretation
It is observed from the chart, 84% of the respondents used these websites, whereas only
16% of them do not use any business websites.
5.5 Showing the frequency of surfing the sites.
Table No. 5.5
Options No. of respondents Percentage

Quikr.com 10 20%

Olx.com 13 26%

ibibo.com 4 8%

99acres.com 5 10%

Alibaba.com 2 4%

Flipkart 3 6%

Paytm 3 6%

India mail 4 8%

Redbus.in 2 4%

Amazon.in 3 6%

Any other 1 2%

Total 50 100%
 Any other 2%

Amazon.in 6%

Redbus.in 4%

India mail 8%

Paytm 6% Percentage

Flipkart 6%

Alibaba.com 4%

99acres.com 10%

ibibo.com 8%

Olx.com 26%

Quikr.com 20%

0% 5% 10% 15% 20% 25% 30%

Figure No. 5.5

Interpretation
It can be analysed from the table and figure that 26% of the respondents used olx.com
followed by other business sites. Olx.com is most popular sites among respondents and
highly searches by people. Next group of respondents prefer and used quikr.com. 10%
respondents used 99acres.com, 8% used ibibo.com, 7% used indiamail.com, 7% used
click.com, 6% used flipkart, 6% used Amazon.in, 4% used alibaba.com, 4% used
redbus.in and last group of respondents used any other business sites to sales or purchase
of products.
5.6 Purpose for using these websites.
Table No. 5.6
Options No. of respondents Percentage
Getting Information 26 52%
Actually business transaction 24 48%
Total 50 100%

Purpose for using these websites.

Getting information
48%
Actually business
52% transaction

Figure No. 5.6

Interpretation
It is analysed that 52% of the respondents using these websites for getting information,
whereas 48% of them used these websites for business transaction. Most of them used
these websites for collecting information about price, features and technical specification
of the products.
5.7 Showing the frequency of using business websites for business transactions.
Table No. 5.7
Options No. of respondents Percentage

Quikr.com 9 18%

Olx.com 15 30%

ibibo.com 5 10%

99acres.com 4 8%

Alibaba.com 3 6%

Flipkart 3 6%

Paytm 2 4%

India mail 2 4%

Redbus.in 2 4%

Amazon.in 4 8%

Any other 1 2%

Total 50 100%
 Any other 2%

Amazon.in 8%

Redbus.in 4%

India mail 4%

Paytm 4% Percentage

Flipkart 6%

Alibaba.com 6%

99acres.com 8%

ibibo.com 10%

Olx.com 30%

Quikr.com 18%

0% 5% 10% 15% 20% 25% 30% 35%

Figure No. 5.7

Interpretation
It can be analysed from the table and figure that 30% of the respondents used olx.com for
business transactions. Olx.com is most popular sites among respondents and highly
searches by people. Next group of respondents prefer and used quikr.com. 10%
respondents used 99acres.com, 10% used ibibo.com, 4% used indiamail.com, 6% used
click.com, 6% used flipkart, 8% used Amazon.in, 4% used alibaba.com, 4% used
redbus.in and last group of respondents used any other business sites to sales or purchase
of products.
5.8 Showing the frequency of respondents who received services from these websites.
Table No. 5.8
Options No. of respondents Percentage
Selling/purchasing of property 11 22%
Holiday packages 10 20%
Renting/P.G. accommodations 4 8%
Buying/selling of second hand goods 20 40%
Any other 5 10%
Total 50 100%

45%

40%
40%

35%

30%

25%
Percentage

22%
20%
20%

15%

10%
10% 8%

5%

0%
Selling/purchasing Holiday packages Renting/P.G.Buying/selling of Any other
of property accommodations second hand goods

Figure No. 5.8

Interpretation
It can be observed that most of respondents taking service of buying/selling of second
hand goods from these websites, while 22% taking services of selling/buying of property,
20% received holiday packages services, 10% taking any other services and least of them
taking renting/P.G. accommodation services from these websites.
5.9 Showing the frequency of respondents’ average time spent on the business websites.
Table No. 5.9
Options No. of respondents Percentage
Convenience 14 28%
Price 18 36%
Save times 11 22%
Superior selection/Availability 5 10%
Any other 2 4%
Total 50 100%

40%
36%
35%

30% 28%

25%
22%
Percentage

20%

15%

10%
10%

5% 4%

0%
Convenience Price Save times Superior selection/Availability Any other

Figure No. 5.9

Interpretation
It can be observed that Price is the important factor which motivates the respondents to
purchase products from business websites followed by convenience (28%), Save times
(22%), Superior selection/Availability (10%) and Any other (4%).
5.10 Showing the frequency of respondents spent time in surfing the business websites.
Table No. 5.10
Options No. of respondents Percentage
0 – 5 hours 6 12%
6 – 10 hours 4 8%
11 – 15 hours 24 48%
16 – 20 hours 10 20%
More than 20 hours 6 12%
Total 50 100%

Figure No. 5.10

60%

50% 48%

40%
Percentage

30%

20%
20%

12% 12%
10%8%

0%
0 – 5 hours 6 – 10 hours 11 – 15 hours 16 – 20 hoursMore than 20 hours

Interpretation
It can be observed that most of the respondent (48%) spent 11 – 15 hours on the surfing
in business websites in a week, while 20% of them spent 16 – 20 hours, 12% spent 0 – 5
hours, 12% spent more than 20 hours and remaining 8% of them spent 6 – 10 hours.
5.11 Showing the prefer medium for using business websites.
Table No. 5.11
Options No. of respondents Percentage
PC/Laptop 34 68%
Tablet/IPad 5 10%
Phone 10 20%
Others 1 2%
Total 50 100%

Figure No. 5.10

80%

70% 68%

60%

50%
Percentage

40%

30%

20%
20%

10%
10%
2%
0%
PC/Laptop Tablet/IPad Phone Others

Interpretation
It can be observed that Maximum number of respondents used PC/Laptop for using
business websites, whereas 20% of them used phone, 10% used Tablet/Ipad and
remaining 2% of the respondents used other mode of technology.
5.12 Showing the method of payments used by respondents.
Table No. 5.12
Options No. of respondents Percentage
Credit card/Debit card 19 38%
Net banking 3 6%
Bank transfer 2 4%
Cash on delivery 26 52%
Total 50 100%

60%

52%
50%

40% 38%
Percentage

30%

20%

10%
6%
4%

0%
Credit card/Debit card Net banking Bank transferCash on delivery

Figure No. 5.9

Interpretation
According to 52% respondents, Cash on delivery is most preferred mode of payment,
while 38% of them prefer credit card/Debit card, 6% prefer net banking mode of payment
and 4% of them prefer bank transfer.
5.13 Experience with business
Table No. 5.13
Options No. of respondents Percentage
Excellent 15 30%
Good 17 34%
Neutral 12 24%
Very bad 6 12%
Total 50 100%

40%

35% 34%

30%
30%

25% 24%
Percentage

20%

15%
12%

10%

5%

0%
Excellent Good Neutral Very bad

Figure No. 5.13

Interpretation
From the chart it can be analysed that 34% of the respondents having good experience
with these websites, whereas 30% excellent experience, 24% of them neutral and rest of
them (12%) having very bad experience with these business websites.
5.14 Rating the business websites in comparison to normal business practices.
Table No. 5.14
Options No. of respondents Percentage
Excellent 16 32%
Good 18 36%
Neutral 13 26%
Bad 2 4%
Very bad 1 2%
Total 50 100%

40%
36%
35%
32%
30%
26%
25%
Percentage

20%

15%

10%

5%
4%
2%
0%
Excellent Good Neutral Bad Very bad

Figure No. 5.14

Interpretation
The above chart depicts that 36% of the employees rated good to these websites in
compare to normal business practices, whereas 32% of them rated excellent, 26% rated
neutral, 4% rated bad and remaining 2% of the respondent rated very bad to these
websites in compare to normal business practices.
5.15 Prefer Features of these websites.
Table No. 5.15
Options No. of respondents Percentage
Good bargain 7 14%
More options 8 16%
Quality services 6 12%
Time saving 19 38%
Cost saving 9 18%
Any other 1 2%
Total 50 100%

40% 38%

35%

30%

25%
Percentage

20% 18%
16%
15% 14%
12%
10%

5% 2%
0%
Good bargainMore options Quality services Time savingCost saving Any other

Figure No. 5.15

Interpretation
The above chart depicts that 38% of the employees prefer time saving while using these
websites, while 18% prefer cost saving features, 16% prefer more options, 14% prefer
good bargain, 12% prefer quality services and rest 2% of the respondents prefer any other
features of these business sites.
5.16 Reasons behind the less usage of these sites.
Table No. 5.16
Options No. of respondents Percentage
Technology 16 32%
Lack of knowledge 25 50%
Traditional outlook 8 16%
Any other 1 2%
Total 50 100%
60%

50%
50%

40%
32%
Percentage

30%

20% 16%

10%
2%
0%
Technology Lack of knowledge Traditional outlook Any other

Figure No. 5.16

Interpretation
The above chart depicts that lack of knowledge and technology are main reasons which
effect less usage of these sites, whereas 16% of them go with traditional outlook reasons
and remaining 2% of the respondents less usage of these sites due to any other reasons
like educational background etc.
5.17 Suggestions to increase usage of business sites.
Table No. 5.17
Options No. of respondents Percentage
Awareness 22 44%
Easy access 12 24%
Security 11 22%
Authentication 4 8%
Any other 1 2%
Total 50 100%

50%
45% 44%
40%
35%
30%
Percentage

25% 24%
22%
20%

15%
10%
8%

5% 2%
0%

AwarenessEasy accessSecurityAuthenticationAny other

Figure No. 5.13

Interpretation
It is analysed from the chart that awareness of business sites is the most important which
influence the respondents to use these sites, while 24% of them think that easy access of
websites are increase usage. 22% of them replied that security of websites increase usage,
8% go with authentication and only 2% of the respondents go with any other option.
5.18 Frequency of respondents feel secure when shopping on business websits.
Table No. 5.18
Options No. of respondents Percentage
Yes 31 62%
No 19 38%
Total 50 100%

70%
62%
60%

50%

40% 38%
Percentage

30%

20%

10%

0%
Yes No

Figure No. 5.18

Interpretation
It is analysed from the chart that Majority of the respondents feel secure when they
shopping on business websites, whereas 38% of them does not feel secure. More
advancement of Technology is given more security to the customer i.e. they feel more
secure in the online transaction.
5.19 Frequency of respondents intends to continue purchasing products from the
business websites in the future.
Table No. 5.19
Options No. of respondents Percentage
Yes 46 92%
No 4 8%
Total 50 100%

100%
92%
90%

80%

70%

60%
Percentage

50%

40%

30%

20%
8%
10%

0%
Yes No

Figure No. 5.18

Interpretation
It is analysed from the chart that 92% of the respondents continue purchase products from
the business websites in the future, while 8% of them does not purchase product from
business websites.
CHAPTER – 6
FINDINGS
LIMITATIONS,
SUGGESTIONS
&
CONCLUSION
 FINDINGS

 All of the respondents heard about business sites.

 Most common business sites among people is Olx.com, which highly used by
respondents to sale and purchase of their products.
 Internet is main source of information about these business sites which is highly
recommend by respondents.
 Majority of the respondents used these websites, whereas only few of them do not use
any business websites.
 Olx.com is most popular sites among respondents and highly searches by people. Next
group of respondents prefer and used quikr.com and last group of respondents used any
other business sites to sales or purchase of products.
 Most of them used these websites for collecting information about price, features and
technical specification of the products.
 Olx.com is most popular sites among respondents and highly searches by people.
 Most of respondents taking service of buying/selling of second hand goods from these
 Price is the important factor which motivates the respondents to purchase products from
business websites followed by convenience, Save times, Superior selection/Availability
and any other.
 Most of the respondent spent 11 – 15 hours on the surfing in business websites in a week.
 Maximum number of respondents used PC/Laptop for using business websites.
 Cash on delivery is most preferred mode of payment followed by mode of payment.
 Most of the respondents having good experience with these websites.
 Majority of the employees rated good to these websites in compare to normal business
practices.
 Major portion of the employees prefer time saving while using these websites.
 Lack of knowledge and technology are main reasons which effect less usage of
these sites.
 Awareness of business sites is the most important which influence the respondents to use
these sites.
 More advancement of Technology is given more security to the customer i.e. they feel
more secure in the online transaction.
 Majority of the respondents continue purchase products from the business websites in the
future.
 LIMITATIONS
1. The sample size that I have taken is 50 which I am assuming that it is homogeneous and
enough to carry out the research.
2. The concept of business sites is not very old in India thus not much of research has been
done in regards to its effects.
3. The expertise of the questionnaire design is limited.
4. The underlying assumption is that the survey conducted in limited area represents the
general psyche of the users of the business sites.
5. The knowledge of researcher is limited.
 SUGGESTIONS
Several suggestions for business sites provided by consumers.
 First, new ideas and services should be introduced to business websites, and low price is
welcomed. For other companies, it is never late to innovate and bring fresh air to the
market. Also, since it is not mature yet, this market is very sensitive to price. Considering
the success of business site’s free-listing strategy, low price will be an entering strategy
for new businesses, and can also provide opportunity for companies to win over
customers.
 Companies should also be patient with market growth, and contribute to nurture
customers’ experiences in this young market.
 CRM should be implemented to increase customers’ awareness and loyalty. Learning
from business sites experiences, customer service strategies are very effective for
companies to attract customers and succeed in online market.
 Social network and emotional strategy is necessary to enhance customer loyalty.
 In order to build loyalty among customers, community involvement is significant. This
involvement can increase trust and social relationship among customers, and as a result,
let them have greater intent to make purchases.
 CONCLUSION
From the survey it can be concluded that millions of consumer use business sites. The use
of business sites has truly exceeded its original purpose of buying and selling of product
to consumer end. This study reveals that how the consumers feel about using business
sites and how it affects. The study used perception survey questionnaire which were
administered to respondents who were enrolled in the course. The consumer rated the
statements using a ranking Scale and the data collected were analyzed using descriptive
statistics.

To understand consumer perception we have to understand what the general perception to

people is when they want to purchase something online. Since perception is a subjective
matter, we need to deduce what are the risk factors, what people look for when
classifying products what are the uncertainties and how uncertainties can influence
decisions when it comes to trust. The bigger challenge is that when people cannot view or
feel the products they want to purchase they are in a bigger dilemma when they want to
transact. They may be awe struck by ascertain product but their decision to purchase will
solely rely on other factors such as reputation of a web retailer, the perceived risks
involved in transactions, their own previous encounters with buying something online,
the frequency of their purchases, etc.
BIBLIOGRAPHY
 BIBLIOGRAPHY
 Kothari, C.R., “Research Methodology: Methods & Techniques”, Wishwa Publication,
Delhi, 1990.
 Malhotra K. Naresh, “Marketing Research”, An Applied Orientation, Fifth Edition,
Published by Dorling Kindersley (India) Pvt. Ltd., licenses of Pearson Education in South
Asia.
 Chakraborty, K. D. and Chatterjee, D., “E-Commerce”, B. B. Kundu Grandsons, Kolkata,
2011, pp- 32-56
 http://www.researchmanuscripts.com/isociety2012/7.pdf, 10/1/2014)
 Lal, K. (1999). Determinants of the adoption of Information Technology: a case study of
electrical and electronic goods manufacturing firms in India. Research Policy, 28, 667–
680.
 E-Commerce- The Cutting Edge of Business, Bajaj & Nag- New Delhi 2000
 P. Malhotra and B. Singh, “Determinants of internet banking adoption by banks in India”,
Internet Research, vol. 17, no. 3, (2007), pp. 323-339
 http://en.wikipedia.org/wiki/Electronic_commerce
 http://www.iamai.in/ecommerce/rsh_pay.aspx?rid=XvXKtpsoDMg=
 http://www.ibnlive.com/news/india-tech-market-pegged-at-243-bln-by-2011-
gartner/58372-11.html.
 http://www.imgrind.com/10-advantages-of-internet-marketing/10
 http://www.ithinkinfotech.com/blog/business/e-commerce-statistics-in-india-2012-
countrywide-growth-and-market-share.html
 http://articles.economictimes.Amazon.in/2012-03-25/news/31236605_1_ecommerce-
market-internet-users-online-purchases
 http://findarticles.com/p/articles/mi_m1TSD/is_2_6/ai_n25015739/?tag=content;col1,
ANNEXURE
 QUESTIONNAIRE

I am student of BBA 3rd Year .I have research project On user perception towards
business websites and I assure you that the information is only for academic purpose and
all types of personal information will be kept secret .So fill it according to best of your
knowledge
Name: - ………………….. Age: - …………………….
Gender: - ……………………. City:-……………………………
1. Have you heard about business sites?
Yes No

2. If yes about how many websites are you aware?

a) Quicker f) Maps of India .com
b) Olx.com g). Paytm
c) Ibibo.com h) India mail.com
d) 99acers.com i) Redbus.in
e) Alibaba.com j) Amazon.in
f) Any other please specify……………………
3. What is your source of information about these sites?
a) Friends
b) Advertisement
c) Internet
d) Any Other
4. Have you ever used these web sites?
Yes No

5. If yes, which sites you have surfed?

a) Quicker f) Maps of India .com
b) Olx.com g) Paytm
c) Ibibo.com h) India mail.com
d) 99acers.com i) Redbus.in
 e) Alibaba.com j) Amazon.in
k) Any other please specify…………………..

6. For what purpose you have used these websites?

a) Getting information
b) Actually business transactions

7. Which sites you have used for business transaction?

a) Quicker f) Maps of India .com
b) Olx.com g) Paytm
c) Ibibo.com h) India mail.com
d) 99acers.com i) Redbus.in
e) Alibaba.com j) Amazon.in
k) Any other please specify…………………..

8. What services you have taken?

a) Selling /purchasing of property
b) Holiday packages
c) Renting /P.G. accommodations
d) Buying /selling of second hand goods
e) Any other please specify………………………………….

9. What is your main motivation for buying through business sties?

a) Convenience (ease of purchase, home delivery, ability to shop 24x7)
b) Price
c) Saves time
d) Superior selection/Availability
e) Any other, specify………………
10. On the average, how much time (per week) do you spend in surfing the business
websites?
a) 0 – 5 hours
b) 6 – 10 hours
c) 11 – 15 hours
d) 16 – 20 hours
e) More than 20 hours

11. Which medium do you prefer for using the business websites?
a) PC / Laptop
b) Tablet/Ipad
c) Iphone
d) Others

12. How do you make payments mostly when shopping on the business websites?
a) Credit card/Debit Card
b) Net banking
c) Bank transfer
d) Cash on delivery

13. What was your experience?

a) Excellent
b) Good
c) Neutral
d) Bad
e) Very bad
14. How do you rate these sites in comparisons to normal business practices?
a) Excellent
b) Good
c) Neutral
d) Bad
 e) Very bad
15. Why did you prefer these websites?
a) Good bargain
b) More options
c) Quality service
d) Time saving
e) Cost saving
f) Any other………………………….
16. What are the reasons behind the less usage of these sites?
a) Technology
b) Lack of knowledge
c) Traditional outlook
d) Any other reason please specify…………………..
17. According to you what companies should do to increase its usage?
a) Awareness
b) Easy access
c) Security
d) Authentication
e) Any other please specify……………………………..

18. Do you feel secure when shopping on these business websites?

a) Yes

b) No

19. Do you intend to continue purchasing products from the business websites in the
near future?

a) Yes

b) No
 TABLE OF CONTENTS

CHAPTER CONTENT Page. No

NO.
1. INTRODUCTION 1 – 23

2. REVIEW OF LITERATURE 24 – 27

3. OBJECTIVES OF THE STUDY 28 – 29

4. RESEARCH METHODOLOGY 30 – 32

5. DATA ANALYSIS AND INTERPRETATION 33 – 55

6. FINDINGS, LIMITATIONS, SUGGESTIONS & 56 – 61

CONCLUSION

BIBLIOGRAPHY 62 – 63

Annexure 64 – 68