OBJECTIVE OF THE STUDY

To study the impact of Covid-19 on E-Commerce.

To study the factors affecting decision making towards E-Commerce.

To study the post purchase behavior towards E-Commerce.

To study the demographic factors of his consumer who purchase online.

To study the customer level of satisfaction towards online product purchased by

E-Commerce.

To check the consumer awareness & perception of online Purchasing in India.

To study sales promotional techniques to boast online Purchasing in India.

To find out influence of online advertising on the buying behaviour of the

customer.

Satisfaction level at various components of online Purchasing.

 RESEARCH METHODOLOGY

Methodology is the systematic, theoretical analysis of the methods applied to

a field of study. Typically, it encompasses concepts such as paradigm,

i

theoretical model, phases and quantitative or qualitative techniques. A

methodology does not set out to provide solutions - it is, therefore, not the

same as a method.

Research design - The research design refers to the overall strategy that you

choose to integrate the different components of the study in a coherent and

logical way, thereby, ensuring you will effectively address the research

problem; it constitutes the blueprint for the collection, measurement, and

analysis of data.

Descriptive research is a study designed to depict the participants in an

accurate way. More simply put, descriptive research is all about describing

people who take part in the study.

Data source- Primary data & Secondary Data

The two main sources of data for the present study have been primary data

and secondary data.

 1. Primary Data:

Primary data consists of original information collected for specific

purpose. The primary data for this research study was collected through a

direct survey with the viewers guided by a structured questionnaire. The

questions were structured and direct as to make viewers understand easily.

2. Secondary Data:

Secondary data consists of information that already exists somewhere,

having been collected for specific purpose in the study. The secondary data

for this study collected from various books, company websites, and from

company brochures.

Sample Design: A sample design is made up of two elements. Sampling

method. Sampling method refers to the rules and procedures by which some

elements of the population are included in the sample. Some common

sampling methods are simple random sampling , stratified sampling , and

cluster sampling .

Judgmental Sampling Design: Judgmental sampling design is usually used

when a limited number of individuals possess the trait of interest. It is the

only viable sampling technique in obtaining information from a very specific

group of people. It is also possible to use judgmental sampling if the

researcher knows a reliable professional or authority that he thinks is capable

of assembling a representative sample.

Universe- Lucknow

Sample Size- 100 Respondents (45 online customer and 55 offline Customer)

Sample Unit: Individuals

Sample Area -, Lucknow

Data Collection Tools: Questionnaire

A questionnaire is a research instrument consisting of a series of

questions and other prompts for the purpose of gathering information from

respondents. Although they are often designed for statistical analysis of the

responses, this is not always the case.

 DATA ANALYSIS & INTERPRATATION

1. From where you get to know about online product offer on E-Commerce site?

Response No. of respondent

Friends 20

Internet 10

Magazines 5

Advertisement 15

Newspaper 0

Online Search 5

20
20
18 15
16
14 10
12
10 5 5
8
6 0
4
2
0

INTERPRETATION-
The survey depicts that the consumers are mostly quality and brand
conscious. The promotional advertisements also affect their buying
behaviour. Most of the respondents were get to know about online Purchasing
from Friends, internet and advertisement of the online portals.
2. Do you prefer online payment on E-Commerce site?
Response No. of
Respondent
Yes 55

No 0

60
50

55
40
30

20

10 0
0
Yes No

Interpretation
Of the consumers approached, 55 people agreed to fill in the questionnaire
and this specific question. This question is aimed to know about consumer
have own credit card. Most of the people which I have surveyed who were
purchasing the goods through online have their own credit card.
3. Why do you prefer E-Commerce site for purchasing?

Response No. of respondent

Convenient 7

Time saving 30

Less costly 4

Security 4

Any other 0

30
30

25

20

15

10 7
4 4
5
0
0
Convenient Time iisaving Less iicostly Security Any iiother

INTERPRETATION-
Out of 45 respondents, most of the respondent said that the big advantage of
online Purchasing is time saving process and providing the variety of the
products.
4. Do you purchase due to offer on E-Commerce site?

Response No. of
respondent
Yes 45

No 0

Yes iiNo
45

INTERPRETATION-
This question is aimed at analyzing the awareness of consumers among the
different online Purchasing portals. The highest number of responses has
been attributed to online Purchasing portals. Online Purchasing attracts
people of many income groups, and offers products that appeal to a wide
array of consumers.
5. What type of products you purchase through E-Commerce site ?

Response No. of
respondent
Electronics goods 19
Gifts 4
Home goods 6
Cosmetics 0
Clothes and 0
accessories
Others 16

19
20
18 16
16
14
12
10
8
6 6
4 4
2
0 0 0

Electronics Gifts Home iigoodsCosmetics Clothes iiand others

goods accessories

Interpretation
Of the consumers approached, only 45 people agreed to fill in the
questionnaire and this specific question. This question is aimed at identifying
the products consumers shop online. The high number of responses indicate
that a large number of consumers visit online portal for Electronics
goods/Home goods/gifts.
 6. Do you think that online Purchasing is secure in terms of online payment in
E-Commerce site ?
Response No. of respondent
Strongly Agree 0
Agree 20
Neutral 15
Disagree 10
Strongly disagree 0

20
20
18
15
16
14
12 10
10
8
6
4
2
0 0 0

Strongly iiAgreeAgreeNeutralDisagreeStrongly
disagree

Interpretation
Of the consumers approached, 45 people agreed to fill in the questionnaire
and this specific question. This question is aimed at understanding the
satisfaction level of the consumers in terms of online payment. This helps to
understand the current consumer perception of the security of online payment
identified and the corresponding satisfaction levels. There are also quite a few
respondents who were strongly satisfied with the security of online payment.
 7. Rate the payment preference on E-Commerce site.

Response No. of respondent

Debit Card 10
Credit card 8
Cash on 20
Delivery
Cheque 7
SMS Billing 0
Postal money order 0

20
20
18
16
14
12
10
10
8 8
7
6
4
2
0 0 0

Debit iiCardCredit iicard Cash iion Cheque SMS iiBillingPostal iimoney

Delivery order

Interpretation
Of the consumers approached, 45 people agreed to fill in the questionnaire
and this specific question. This question is aimed at understanding the
payment preference of the consumer in online Purchasing. This indicates that
although most consumers were satisfied with the delivery of the product.
 8. Are the products purchases through online Purchasing as per the
methodology of “What you see is what you get” ?

Response No. of Respondents

Yes 23
No 22
Can’t Say 0

23 22
25

20

15

10

5
0
0
Yes No Can’tiSay

Interpretation
Of the consumers approached, 45 people agreed to fill in the questionnaire
and this specific question. This question is aimed at understanding what
elements attract the consumer the most. The preference points laid before the
respondent have been the result of observation and interview. By analysing
the responses to this question some were said satisfied and vice versa with the
online purchase methodology “What you see is what you get” ( E-Commerce
site)?
9. How do you rate after sale support of any E-Commerce site support service?

Response No. of respondent

Excellent 0
Good 10
Average 23
Bad 7
Extremely bad 5

25 23

20

15
10
10 7
5
5
0
0
Excellent Good Average Bad Extremely iibad

Interpretation
Of the consumers approached, 45 people agreed to fill in the questionnaire
and this specific question. This question is aimed at understanding, after sale
support of purchasing portals to the consumer the most. So most of the
consumer were satisfied with the after sale support of the various Purchasing
portals but some were not satisfied with after sale support.
10. Are you satisfied with mode of payment for online Purchasing

Response No. of respondent

Yes 35
No 7
Can’t say 3

35

35
30
25
20
15

7
103
5
0
YesNoCan’tisay

INTERPRETATION: -

Out of the different people I have surveyed most of the respondents were of
the opinion that they were satisfied with mode of online Purchasing payment.
And some respondent were said that they were not satisfied and some were
have no opinion.
 11. Rate your purchasing on E-Commerce site.

Response No. of respondent

Highly satisfied 0
Satisfied 32
Neutral 10
Dissatisfied 3
Highly dissatisfied 0

32
35
30
25
20
15

10
10
5 3
0 0
0
Highly iisatisfied Satisfied Neutral Dissatisfied Highly
dissatisfied

INTERPRETATION:-

Of the consumers approached, 45 people agreed to fill in the questionnaire

and this specific question. This question is aimed at analyzing the preferences
of consumers purchase behaviour towards the performance of purchasing
portals. Out of 45 consumers 32 respondents were satisfied with the
performance of online Purchasing portals and 3 percent were dissatisfied with
online Purchasing portal’s performance.
12.Do you recommend to your friends for E-Commerce site?

Response No. of respondent

Yes 27
No 18

INTERPRETATION:-

18
Yes iiNo
27

Out of 45 respondent, most of respondent said that they would be

recommended other to go for online Purchasing because online Purchasing is
the time saving process and some respondent said that they would not be
recommended other to go for online Purchasing.
 FINDINGS

In the surveys, interviews and study conducted above, we came across

many factors that influence the consumers perception of a store and their
subsequent Purchasing and buying decisions. Here, we present the findings
gathered and the suggestions we offer to companies based on the data
gathered and analyzed.

Respondents were asked to choose among five age group categories, viz.,
18-30, 30- 45, 45-60, and above 60 years. The age groups were identified as
key factors impacting Purchasing and purchase decisions of consumers

The highest responses have been attributed to once a month Purchasing. It

can be deduced that consumers who shop only once a month look to buy
groceries and other essentials to last them a month.

Most of the respondents that I have been surveyed were spend on

Purchasing in between 1000 to 6000.

Most of the respondents were get to know about online Purchasing from
Friends, internet and advertisement of the online portals.

All of the people which I have surveyed who were purchasing the goods
through online have their own credit card.
Most of the respondent said that the big advantage of online Purchasing is
time saving process and providing the variety of the products.

The highest number of responses has been attributed to online Purchasing

portals.
 The highest number of response has been attributed to E-Commerce site.
They attract people of many income groups, and offers products that appeal
to a wide array of consumers.

The high number of responses indicate that a large number of consumers

visit online portal for Electronics goods/Home goods/gifts.

There are also quite a few respondents who were strongly satisfied with the
security of online payment.

Most of the respondent who make the purchase through online, they were
prefer to make the payment on the delivery of the product.

Most of the consumer were satisfied with the after sale support of the
various Purchasing portals but some were not satisfied with after sale
support.

Most the people who make the purchase through online were satisfied with
the mode of payment.
Online Purchasing is the time saving process so most of the respondent
said that they would be recommended other to go for online Purchasing.

As per the demographic distribution of sample size used in my research

project I have to come a conclusion that the awareness of online Purchasing
is mostly falls in age group of 18-35 yrs which affects the people perception
towards the online Purchasing is same as the dependent factor of the
respondent.
 LIMITATION

 Consumers should check all the possible options and websites for the range
of products available in the category of apparel they want to buy.

 Consumers should always check reviews and rating of products displayed

on various websites before making the decision to buy a particular product.

 Consumers should inspect all the views available for the apparel in
question before making a purchase.

 Consumers should compare the prices and discounts given by various

websites for a particular category of apparel before confirming purchase of
any product.

 It is suggested that consumers should read the apparel description carefully

before purchase.

 Following points should also be kept in mind while purchasing apparel

online: Size, Fabric material, Colour, Fabric pattern, Garment length,
Sleeve length, Neckline, Seam finishes, Fall of the garment, Closures, Fit,
Value addition and Care instructions.

 Further, consumers should check the customer service contact details

before buying any apparel.

 The consumers should pay attention to the shipping policy and delivery
options before taking any purchasing decision.

 Customers should read the website’s privacy and security policy in detail.

 Consumers must check the product return and refund policy before opting
 for actual purchase.

 Customers must always save a copy of the order placed.

 Consumers should use a strong password as their login password.

 Consumers are advised to check their measurements and compare them to

the given size chart on websites before selecting the desired size.
 RECOMMENDATION

Providing quality service at affordable prices and having different types

of products for different income customers is another advantage.

Online portals have endorsed very famous personalities which has

attracted a lot of customers. This has resulted in increase of sale and the

outdoor advertising techniques have also helped the online portals.

Considering the fact that there are a lot middle class families in India,

online portals has had a huge impact on the middle class section of India,

the prices, quality and sales strategy has helped in getting the middle

income groups getting attracted towards online Purchasing.

Yet another concern is about online security. If you are Purchasing online,

you have to take additional care about your credit cards so that to protect

from unauthorized usage. So various online Purchasing portals has to

provide the security on payment procedure.

Online Purchasing lacks the real world Purchasing experience that we get

Purchasing with relatives and friends offline. Even though online

Purchasing has several disadvantages, the advantages outnumber the

disadvantages and thus more and more people started buying online.
 Delay in delivery and lower quality leads to dissatisfaction of customers.

Due to factors mentioned above online shoppers are not always satisfied,

this is not a positive for the Purchasing portals.

People are loyal towards brand as they are highly satisfied with the

quality and they have an assurance from the brand for their continued

supply of quality products.

 CONCLUSION

In this article, we have review and deliberate disparagingly COVID-19

outbreak. We are primarily interested in how corona virus spread and
affects the e-commerce globally.

Awareness almost this topic can countersign better information in people

and deliberation to how ecommerce, business, and economies of
countries effected by corona virus. How e-commerce provides alternative
way to people to meet their demands. E-commerce enhanced by COVID-
19. How it impacted e-commerce will be encouraging other
researchers to investigate more deeply in this area such as ecommerce
trends how changed by corona and future trends.

The current growth in e-tailing was driven by start-ups, and backed by

venture capital and entrepreneurship. While the Indian e-tailing market is
yet to achieve a steady state, these initial entrants have succeeded in
capturing the imagination of a sizeable consuming class. These have also
acted as a catalyst in the creation of an ecosystem necessary for the growth
of e-tailing.

E-tailing‘s potential cannot be tapped on the premise that investments by a

few organizations will unlock this opportunity. Going forward, the
projected size of e-tailing by 2021 will not be composed of pure e-tailing
companies, as is largely the case today.

Some of the existing, pure e-tailing businesses will manage to build

sustainable businesses and grow in size. Many new pure play e-tailing start-
ups will also tap the market. Many of the current brick & mortar retailers
(both traditional and corporatized) will succeed in viewing etailing not as an
extension but as an important business growth driver. Similarly, many
consumer brands will also build e-tailing businesses as a direct go-to-
market approach.

E-tailing is an integrator of technology, logistics, and infrastructure, and

creates a relatively efficient marketplace for vendors and consumers. At
present, the Indian e-tailing market is limited by its incapability to play the
role of an efficient integrator. This role has been played in other places by
retailers, technology companies, venture capitalists, and private equity
investors. Given the fact that the current share of corporatized retail is under
10%, and that the domestic venture capital industry is still in its infancy,
policymakers will need to seek a rapprochement with investment and
expertise from overseas players.

E-tailing has to be viewed in the context of the profile of India that is poised
to emerge over the next decade. This emerging India will comprise
consumers who will have the desire, need, and conviction to use the
Internet for a host of reasons, of which shopping will be one.

E-tailing has been often clubbed with corporatized brick & mortar retail.
While there is no denial of the fact that it serves the same end purpose, it
also cannot be denied that the entire ecosystem within which e-tailing
operates is completely different from brick & mortar retail, as are its
enablers. Therefore, it deserves to be considered on its own merit, instead of
being clubbed with brick & mortar retail. This will necessitate an
appropriate response from policymakers to facilitate the growth of an
ecosystem conducive to e-tailing and should include:

1. Opening up of e-tailing for international capital and knowledge infusion

2. Facilitating the smooth rollout of wireless data access and broadband

connectivity

3. Incentivizing B2C logistics and warehousing capability building,

including the option of building B2C capabilities into India Post

4. Implementing the Goods and Services Tax, or GST

It also demands a spirited response from the private sector involving:

1. Capital deployment in B2C logistics, domestic air cargo services, and

warehousing industries.

2. Adoption of e-tailing as a key growth driver by retailers and consumer

products companies.

3. Promotion of entrepreneurship to create relevant technology, analytics,

and packaging solutions.

4. Building sustainable and India-specific e-tailing business models,

especially in wholesaling and distribution.

5. Aiming for ―best in class‖ capabilities across the e-tailing value chain to
compete in the global arena.
 BIBLIOGRAPHY

Books:

• Kotler, P (2002),”Marketing Management”, Millennium Edition,

Tenth Edition, Prentice Hall, Inc, A Pearson Education Company,

Upper Saddle River, New Jersey,pp.

• Hair, Joseph, F., Anderson, Rolph, E. and Tatham Ronald, L. (1987),

Multivariate Data Analysis, New 'fork: MacMillan Publishing

Company.

• Helen Woodniffe (1997), "Financial Sewices Marketing", Services

Marketing,Macmillion, Delhi.

• Hill, N., (1996), Hanbook of Customer Satisfaction Measurement,

Gower Press, Aldershot, UK.

Websites:

www.google.com

www.Myntra.com

www.yahoo.com
 QUESTIONNAIRE

1. From where you get to know about online product offer on E-Commerce site ?

Friends

Internet

Magazines

Advertisement

Newspaper
Online Search

2. Do you prefer online payment on E-Commerce site.

Yes

No

3. Why do you prefer E-Commerce site E-Commerce site for Purchasing ?

Convenient

Time saving

Less costly

Security
Any other

4. Do you purchase due to offer on E-Commerce site ?

Yes

No

5. What type of products you purchase through Mynta E-Commerce site ?

 Electronics goods

Gifts

Home goods

Cosmetics

Clothes and accessories

Others

6. Do you think that online Purchasing is secure in terms of online payment

in E-Commerce site E-Commerce site?

Strongly Agree

Agree
Neutral

Disagree

Strongly disagree

7. Rate the payment preference on E-Commerce site.

Debit Card

Credit card

Cash on Delivery

Cheque

SMS Billing

Postal money order

8. Are the products purchases through online Purchasing as per the

methodology of „What you see is what you get” ( E-COMMERCE

 SITE)?

Yes

No

Can’t Say

9. How do you rate the after sale support of E-Commerce site support service ?
Excellent
Good

Average

Bad

Extremely bad

10.Are you satisfied with mode of payment for online Purchasing

Yes
No

Can’t say

11.Rate your purchasing on E-Commerce site.

Highly satisfied

Satisfied

Neutral

Dissatisfied
Highly dissatisfied

12.Do you recommend to your friends for E-Commerce site.

Yes
No