CONSUMER PERCEPTION TOWARDS E-COMMERCE AND THEIR SATISFACTION A minor project report submitted in Partial Fulfilment of the of the requirement Of Applied Management Research course By GANGADHAR A Reg. No.17MG303073 KRISTU JAYANTI COLLEGE (AUTONOMOUS) BANGALURU K. Narayanapura, Kothanur P.O. Bangalore-560077TABLE OF CONTENT Chapter Title Page No No 1 Research Design 1-16 2 Data Analysis and Interpretation TAT 3 Finding, Conclusion and Suggestion 18-19 4 ReferencesExecutive summary I did research on attitude toward online shopping consumer behaviour, this topic say that about individual people behaviour while purchasing good and services from the online website youngest and senior citizen on E-commerce and Shopping and their satisfaction, Statistical package for the social science (SPSS) was used for conducting various parametric test such as Frequency analysis, cross Table analysis, Chi-square and One Way ANOVA and for data analysis and interpretation, And The findings revealed that impulse purchase intention, quality orientation, brand orientation, online trust and prior online purchase experience were positively related to the customer online purchase intention, The findings suggest that consumers may link personal values to attitude towards online grocery buying, but also that this relation may be moderated by whether the consumer previously has carried out an online purchase or an online grocery purchase, The study started with verifying consumer online behavior and model of potential of online sales. The results showed only two factors, gender and family income was significant relationship with overall attitudes towards online shopping. In addition, results indicated that weekly internet use, having experience in e-shopping, and willingness to shopping online in the future have significant relationship with overall attitude towards online shopping,Chapter 1 Research design 1.1Introduction Internet is motivating the consumers, buy a goods and service in E-commerce, and it is a fast growing global standards. Many companies have started using the Internet with the aim of cutting marketing costs, thereby reducing the price of their products and services in order to be ahead in highly competitive markets. Companies also use the Internet to convey communicates and disseminate information, to sell the product, to take able feedback from customer and also their satisfaction, Customers use the , product features and details of the product and brand goods or discount rate on product, afier sale service fay Internet not only to buy the product online, but also to compare prie: ties the will receive if they purchase the product from a particular store. Many experts are optimistic about the possibility of online market. In addition to the potential of the E-Business market, the Internet provides a unique opportunity for companies to more efficiently reach existing and potential customers. Almost revenue come from online transfers from through B2B commerce, and B2C commerce should not lose confidence It has been more than a decade since business-to- consumer E-commerce first evolved. Scholars and practitioners of electronic commerce constantly strive to gain an improved insight into consumer behavior in cyberspace. Along with the development of E-retailing, researchers continue to explain E- consumer behavior from different cognitive. Many of their studies have posited new emergent factors or assumptions which are based on the traditional antonyms of consumer behavior, and then examine their validity in the Intemet context.1.2 Review literature Self-efficacy Internet self-efficacy derives from the social awareness theory proposed by Within this perspective, one’s behavior is constantly under reciprocal influence from cognitive (and other personal reason for the motivation) and environmental influences. self-efficacy does not have any effect on consumers’ attitudes towards online shopping no matter what the product is. Viewing the answers given by the sample, it is safe to say that all respondents consider themself able to use the internet effectively Bandura, 1997; Eastin, 2002; Li and Zhang, 2002; Perea y Monsuwé, Dellaert and de Ruyter, 2004; Lu and Hsiao 2007; Hand et al., 2009; Herndindez, Jiménez and Martin, 2009; Chen et al., 2010; Hernandez, Jiménez and Martin, 2010; Hill and Beatty, 2011; Hernéndez, Jiménez and Martin, 2011 Personality traits the unpleasant outcomes of purchasing a product or service , perceived convenience involves the time saves and its creates more comfort zone customer buying product and services given by them Li and Zhang, 2002 O°Cass and Fenech, 2003; Hand et al., 2009; San Martin Gutiérrez, Camarerol zquierdo and San José Cabezudo, 2010 Online service quality. ‘The way online service quality is conceptualized varies superb. service quality in e- commerce in a somewhat circular way as the consumers overall verify and judge of the excellence and quality of e-service offerings in the mutual market place, service quality may be attributed to the focus of specific individual research and the different web sites used in the study, Given the growing importance of online shopping in the market, our study focuses on service quality provided by web sites selling apparel Perceived web site quality We have reached today world is internet where organizational websites are not only common but expected. If organizations and businesses don’t have a website, they don’t appear to exist. With more people using search engines to find information than ever before it is critical that organizations have a strong web presence. Business-to-consumer Web sites are particularly challenging in the design process but Web site success is critical to the establishment of viable net-enabled business. J. & Zinkhan, G., 2003Impulse Purchase Orientation Impulse purchase behaviour happens when a customer feels the urge to purchase something at the very instant without any more evaluation (Rook, 1987). According to Piron (1991), Impulse purchase behaviour is an action done without any prior plan as a result of a stimulus. With the rampant growth of online shopping, the studies made by Donthu and Garcia (1999) have found that impulse purchase orientation is a default characteristic of an online shopper. Brand Orientation In intemet transactions, customers easy trusted corporate and brand names in place of product information while purchasing online (Ward and Lee, 2000). Jaya wardhena (2007) have established from their study that there is a significant effect of brand orientation on customer online purchase intention. (Daniel, Reitsperger, and Gregson, 1995; Foster and Sjoblom, 1996). Garvin (1987) Attitude towards online shopping Attitude and perception to made e-commerce buying through online shopping. Attitudes toward online shopping are good and bad feelings related to accomplishing the purchasing behaviour on the intemet purchase trends and internet added have been make electronic commerce value in Malaysia rising from 18 million in 1999 (Mohd 006). In order to investigate consumer attitudes, we need to know what characteristics of consumers typically online shopping is and what their attitude in ontine shopping is this means that there is no point having an excellent product online if| the types of consumers who would buy it are unlikely to be online. Schlosser, A.E. (2003). Experiencing products in the virtual world: Consumer values consumer values as important to decision making in online shopping . even claim that values are the ultimate source of choice criteria that drive buying behavior, A large number of research exists within the concept of consumer values, different points of view are advocated, and no widely accepted definition seems to exist. propose that values are trans-situational goals that serve the interest of individuals or groups and that act as guiding principles in consumers lives. Schwartz and Sagiv (1995), a distinc! should be made between social values and personal values. Product involvement Product involvement represents a concern with a product that the consumer brings into a purchase decision, Consumer involvement with a product influence its relevance and impact consumer motivation fo make a buying decision and has an impact on his shopping comfort and attitude Product involvement is an enduring type of involvement and levels of focus with the same product vary greatly across people. Therefore, consumers with high product involvement experience constant high involvement with a particular product category (Ha and Lennon, 2010 Peterson, Balasubramanian and Bronnenberg, 1997; Bhatnager, Misra and Rao, 20001.3 Statement of the problem Customer can get the product Catlog and is shopping cart, He can proceed to check out as long as his shopping cart is not empty. Customer will require, to login to the system when he proceed to check out, or customer find difficult while login in website and payment mode also big difficult while placing order, retail shop product cost sometime less. Return policy This is the one of the factor which is important while shopping online. Sometimes the customers don’t see and feel of the product, there are chances to return while not satisfying with the delivered product. Hence, the company do not accept the retum, policy of the product Hidden changes when payment mode unwanted changes taken from customer and children education fees like Irupees extra Quality and right product Afier placing order customer can get different product from delivery boy and low quality product while getting hands to customer were different from saw in the website the customer order size one and getting one or select the wrong size. if customer replace the product will have to pay the extra shipping charges. 1.4 Objectives of the study > This project research helps to find out what are the main factors affect the online consumer when considering and making a purchase over Internet and to determine the factor and attributes which influence online buying behaviour of consumers To determine the average spending and frequency of purchase over the the internet by a consumer To shopping online customers feel more comfort not stepping out from home To easily save money and compare to retail shop ¥ To check whether customers prefer online shopping to physical stores To check customer attitude toward online shopping and satisfaction To check the consumer how much depend on the online shopping vVvvYY1.5 Hypothes HI: Impulse purchase orientation is positively related to customer online purchase intention H2: Quality orientation is positively related to customer online purchase intention. H3: Brand orientation is positively related to customer online purchase intention, H4: Online trust is positively related to the customer online purchase intention H5: Prior online purchase experience is pos intention. ively related to customer online purchase HG; The consumer altitude towards online shoppii different based on e-shopping environment snot statistically significantly H7: High product involvement levels positively affect consumer attitude towards online shopping. H8: High level of internet self-efficacy positively influences consumer attitude towards online shopping H9: High levels of PIT more positive toward to consumer attitude towards online shopping. 1.6 Methodology 1.6.1. Type of research Descriptive research methodology based on 1.6.2. Source of data This research study is based on primary ans secondary data. Primary data was collected from the various groups through survey and secondary data will be collected from books, journals, slide share and Website. 1.6.3. Data collection Questionnaire was developed and distributed personally among various categories and group of people. 1.6.4. Sampling method Simple random sampling method was used to collect the data1.6.5. Pilot study Since it is minor project, no pilot study was conducted. 1.6.6 Sample size A total number of 100 questionnaires were distributed among various categories of groups. Hence data was collected from a samples size of 100 people from different organizations for the purpose of study and analysis where different types people different mentality. 1.7 Scope of the study This study is directed towards finding customer attitude forward online shopping while purchasing product from different websites while buying good and service, customer finding the needs and wants of them, their taste and preference according mood and time on their comfort. > Asa mini project this study has limitation of various sorts > The finding of the study are topic specific and hence might not have much aarcher’s domain > The sample size survey are limited to 100 people. hence the reliability of finding may lack wider application and to generalization of the finding may not be valid ing of the survey based on assumptions that respondents has given correct information > However the possibility of the incorrect or partial information of the teams and expression and need to be considered. > The data not have graphical representation it would be a worthwhile to gather the data from the cities to improve the wider application of the results relevance outside r 1.9 Chapter scheme Chapter 1 Research Design ‘This chapter study consists of the types of research carried out which includes size, objective of the study, scope of the study, data collection and limitationChapter 2 Data Analysis and interpretation This study was undertaken analyse independent factors to consumer attitude towards online Shopping and their satisfaction. Statistical package for the social science (SPSS) was used for conducting various parametric test such as Frequency analysis, cross Table analysis, Chi-square and One Way ANOVA and for data analysis and interpretation, Table 2.1 Mean and rank Statement Mean | Rank [Tpurchase of products based on celebrities who endorse it. 278 | 23 I get influenced by neighbours opinion on the product I purchase 302 | 21 | Tpurchase product based on friend influence 342 | 9 Tcare about the quantity of goods which I shop online. 3.58 | 3 T shop based on Brands. 3.55 | 4 Tam satisfied with the return and replacement option. 3.35 4 I will stick to the brand irrespective of the price. 335 | 14 Tam brand consciousness 314_|_20 I get to choose wide variety of products when I shop online 3.26 | 17 Tam happy with the product quality which I purchase online. 3.20 | 19 Tam impressed by the exclusive products launched by online 342 | 9 shopping companies. T feel online shopping websites are easy 10 use. 348 | 6 I get product description for shopping websites. 347 | 7 Terms and conditions of the website makes me feel safe. 3.26 [17 ites care for customer cultural values as they [3.37 | 13 give offers during festivals Tam comfortable buying good online 3a8_|_i feel shopping online saves time. 3.59 | 2 feel online shopping is sometimes risk 3.32 | 16 Tam more happy and comfortable to shop online than physical stores [3.38 | 11 I feel online shopping provides same products as physical store. 294 | 22 purchase products online based on my income 3.47 | 7 Tsuggest to friend’ neighbour about online shoppin; 351_|_5 Tcan track the arrival of my orders. 3.76 [1 Interpretation Above table statement rank say that I can track the arrival of my orders. Is the more important to customer in online shoppingTable.2.2 variable Mean and Rank Variable Mean | Rank Personality traits 3.0726 7 Self-efficacy 3.5347 2 Online service quality 35845 1 Brand orientation 3.3036 8 Impulse purchase orientation 3.3201 5 Perceived web site quality 3.3993 3 Consumer values — ‘ Attitude 3.3069 6 Interpretation This table show that online service quality is important to customer in online shoppingTable 2.3 Cross 1 bulation Annual Income of the Respondent O- 250000- | 500000- 250000 | 500000 | 1000000) Above1000000 | Total Age ofthe | 20-| Count 44 15, 5 7 65 Respondents) 30 pee 36.7| 18.0; 7.7 26 65.0 % within Age of the 67.7%| 23.1% 1.71% 1.5% | 100.0% Respondents % within Annuial Income of | 77.2%) 53.6%] 41.7% 25.0%) 64.4% the Respondent % of Total | 43.6%) 14.9%| 5.0% 1.0% 64.4% 30-| Count 7/10 7 2] 26| 40 | Expected 47] 72 3 10) 26.0 Count % within Age ofthe | 26.9%) 38.5%] 26.9% 7.7% 100.0% Respondents % within Annual Income of | 12.3%) 35.7%] 58.3% 50.0% 25.7% the Respondent % of Total 6.9% | 99% 6.9% 2.0% | 25.7% 40- | Count 3 1 0 1 i *” ona 28] 14 6 2| 5.0 % within Age of the 60.0% | 20.0% 0.0% | 20.0% | 100.0% Respondents % within Annual Income ot | 5.3%) 3.6%] 0.0% 25.0%) 5.0% the Respondent %of Total | 3.0% 1.0%| 0.0% 1.0%| 5.0% 50-| Count 3 2 0 os G0, Expected 28) 14 6 2) 50 Count % within Age ofthe | 60.0%) 40.0% 0.0% 0.0% 100.0% Respondents% within Annual Income of the Respondent 5.3%! 71% 0.0%! 0.0% 5.0% % of Total 3.0%! 2.0% 0.0%! 0.0% 5.0% | Total Count 57 28 12) 4 lol Expected Count $7.0) 28.0 12.0) 40 101.0 % within Age of the Respondents % within Annual Income of, the Respondent 56.4%| 100.0% 27.7% 100.0% 11.9% 100.0% 4.0% 100.0%, 100.0% 100.0% % of Total 56.4%| 27.7% 11.9% 4.0% 100.0% Interpretation Above table say that annual income younger age between 20-30 year people income is more because that effect the online purchasing is moreFrequency Table Table 2.4 Age of the Respondents Frequency | Percent 20-30, 65. 64.4) 30-40, 26 25.7 40-50 3 5.0] 50-60, 5 5.0 Total 101 100.0) Fig 2.4ge of the Respondents Age of the Respondents Age of the Respondents Interpretation The figure show that 65% of the respondents belongs to the age group between 20- 30years, 25% between 30-40 years, 5% between 40-50 and 5% 50-60 years of age Inference ‘The data point towards a comparatively younger population with reasonable online shoppingTable 2.5 Marital Status of the Respondents Frequency | Pereent Married 42 416 single s9| 584 Total 101 100.0 Fig 2.5Marital Status of the Respondents Marital Status of the Respondents: Marital Status of the Respondents Interpretation In the figure show that married 45% and single is 55% It show that online shopping done by unmarried people more than marriedTable 2.6 Education Qualification of the Respondent Frequency Percent SSLC 9 89 PUC 40 99 DEGREE 40 39.6 PG 42 41.6 Total 101 100.0 Education Qualifaction of the Respondent Percent | [| ssc Puc DECREE Education Qualifaction of the Respondent Interpretation In figure show that PG 45% Degree 40% Pucl 0% and SSLC is 5% It show that PG and Degree are more depend on purchasing product from online shopping moreTable 2.7 Annual Income of the Respondent Frequency | Percent (0-250000 57| 56.4 250000-500000 28| 277 '500000-1000000 12 1.9 ‘Above 1000000 4 4.0 Total 101| 100.0 Annual Income of the Respondent Percent 0-250000 250000-500000 $00000-1000000 —Above1000000, Annual Income of the Respondent Interpretation In the figure show that from 0-250000 is 56.4% and 250000-500000 is 27.7% and 500000- 1000000 is 11.9% and Abovel000000 4% it how that show single unmarried people for annual is less than 250000Table 2.8 E-Commerce Frequency | Percent Excellent 26 25.7 Good 50: 495 Absye 19, 188 good Bad 6 59 Total 101 100.0 E-COMMERCE s ‘ | ; ss : 7 | | | Ecaent Above pood E-COMMERCE Interpretation In the figure show that from excellent is 25.7% and Good is 49.5% and Above good is 18.9 % and bad 5.9% it shows e-commerce is good buying goods from online shoppingTable 2.9 Chi-square Test Asymptotic Significance Value | df | _(2-sided) Pearson Chi-Square 20.537" 9 01S Likelihood Ratio 27.042 9 001 Linear-by-Linear 2303 1 122 Association N of Valid Cases 100: Hypothesis HO: There is no significance associative between income and education Interpretation From chi-square done on the type of education and income the significant value is (0.015and significant value is < than 0.05 the result is significant), the null hypothesis is rejected. Income and education Table 2.10 One Way ANOVA Attitude Sum of Squares df [Mean Square] F Si Between 1.558 3 519 1547 | 207 Groups Within Groups 32,552 97 336 Total 34.110 | 100 Hypothesis HO: There is no significance different between Age and Attitude Interpretation From One Way ANOVA done on the type of age and attitude the significant value is (0.207 and significant value is < than 0.05) the result is no significant the null hypothesis is accepted. impact doesn’t effectTable 2.11 One Way ANOVA Brand Orientation Sum of Squares df |Mean Square] __F Sig. Petree 1.057 3 352 634 | 595 Groups Within Groups | 53.854 97 355 Total 54.911 100 Hypothesis HO: There is no significance different between Age and Brand Orientation Interpretation From One Way ANOVA done on the type of the Age and Brand Orientation significant value is (0.595 and significant value is According to table 2.1 Above table statement rank say that T can track the arrival of my orders. Is the more important to customer in online shopping > According to table 2.2 This table show that online service quality is important to customer in online shopping > According to table 2.3 Above table suy that annual income younger age between 20-30year people income is more because that effect the online purchasing is more According to table 2.4 The figure show that 65% of the respondents belongs to the age group between 20-30years, 25% between 30-40 years, 5% between 40- 30 and 5% 50-60 years of age, The data point towards a comparatively younger population with reasonable online shopping > According to table 2.5 In the figure show that married 45% and single is 55% It show that online shopping done by unmarried people more than martied > According to table 2.6 In figure show that PG 45% Degree 40% Pucl0% and SSLC is 5% It show that PG and Degree are more depend on purchasing product from online shopping more > According to table 2.7 In the figure show that from 0-250000 is 56.4% and 250000-500000 is 27.7% and 500000-1000000 is 11. it how that show single unmarried people for annual is less than 250000 > According to table 2.8 In the figure show that from excellent is 25.7% and Good is 49.5 % and Above good is 18.9 % and bad 5.9% it shows e-commerce is good buying goods from online shopping > According to table 2.9 From chi-square done on the type of education and income the significant value is (0.01 Sand significant value is < than 0.05) the result is significant, the null hypothesis is rejected. Income and education > According to table 2.10 From One Way ANOVA done on the type of age and attitude the significant value is (0.207 and significant value is < than 0,05) the result is no significant the null hypothesis is accepted. impact doesn’t effect ¥ v According to table 2.11 From One Way ANOVA done on the type of the Age and Brand Orientation significant value is (0.207 and significant value is < than 0.05 the result is no significant the null hypothesis is accepted. impact doesn’t effect.Hypothesis Testing vvvY vy ¥ Rapid changing the Indian lifestyle, particularly those who are | Chi-Square Test Chi-square test was conducted to find out if there any relationship between income and education There is positive relationship between the education and income The test result show that Since p value is (0.015)>.005, results is not significant P value ~0.15 therefore ho is reject and there is significant between two variable One Way ANOVA One Way ANOVA test was conducted to find out impact one Age and Attitude the significant value is (0.207 and significant value is < than 0.005) the result is no significant the null hypothesis is accepted P value is (0.207< than 0.05) therefore the age and attitude doesn’t effect One Way ANOVA One Way ANOVA test was conducted to find out impact one Age and Attitude the significant value is (0.207 and significant value is < than 0.005) the result is no significant the null hypothesis is accepted P value is (0.595< than 0,05) therefore the Age and Attitude doesn’t effect Conclusion ing in urban area in India has per greatly increasing in the demand in online shopping good and product from the website and young people are depending on online shopping purchase and services from them and E-marketing focusing young people attracting customer from different website and making more comfort zone to the customer because of that customer are demanding more product and verity of goods and style service from the online shopping.¥ ¥ vy ¥ References Citrin, A. V., Sprott, D. E., Silverman, S. N. and Stem, D. E., (2000). Adoption of Internet shopping: The role of consumer innovativeness. Industrial Management and Data System, 100 (7), 294-300. Alreck and Settle 2002; Brown et al. 2003; Donthu and Garcia 1999; Korgaonkar and Wolin 1999; Levy 1999; Li et al. 1999; ; Rodgers and Harris 2003; Slyke et al. 2002; Stafford et al. 2004] Alba, J., Lynch, J., Weitz, B. and Janiszewski, C. (1997). ‘Interactive home shopping: consumer, retailer, and manufacturer incentives to participate in electronic marketplaces’, Journal of Marketing, 61(3), 38-53. Balasubramanian, S., Konana, P. and Menon, N. (2003). “Customer satisfaction in virtue environment: A study of online investing’, Management Service, 49(7), 871-889. Malaysia Internet Usage and Telecommuication Report. Retrieved April 4, from htip://www.internetworldstats.com/asia/my.htm International Busin Research Vol. 3, No. 3; International Business Research; Vol. 6, No. 1; 2013 ISSN 1913-9004 E-ISSN 1913-9012 Published by Canadian Center of Science and Education Butler, P. and Peppard, J., “Consumer purchasing on the Internet: Process and Prospects”, European Management Journal, Vol. 16, No. 5: 600-610, 1998. 2010, > Hutp:/svww.studymode.com/essays/attitude-of-indian-consumers-towards- online 647049.himl Hutp://www.ijstp.org/tesearch-paper-0613.php?Rp=P181300 hitps://en.wikipedia.org/wiki/Online_shopping hitps://scholar.google.co.in/scholar?hI=end&as_sdt=0%2CS&q=consumer*attitu de+owardstonline+shopping&og-consumer+attitudeHtowardstonline+shoppin g Butler, P. and Peppard, J., “Consumer purchasing on the Internet: Process and Prospects”, European Management Journal, Vol. 16, No. 5: 600-610, 1998Annexure QUESTIONNAIRE 1. What types of age group people will purchase online shopping a. 20-30 b.30-40 ©. 40-50 d. 50-60 2. Which type of category belonging a. Professional b. Students, c. Business man d, Others: 3. Please tick your income or salary in a month a. 0-250000 'b. 250000-500000 c. 500000-1000000 d. Abovel000000 4. Your Gender a. Male b, Female c. Others . Please select your education level . SSLC . PUC De PG ass Why you people buy goods from online Easy to purchase Easy to pay More number of item's Comfortable zone apse What you feel E-commerce market product less than local shop . Excellence . Good . Above good |. Bad eaegea8. When consumer attitude or perception forward to online shopping a. Feel happy . Disappointed c. Comfort zone d. All the above 9. Which type of payment you will do in online shopping a. Credit or debit card b. Paytm c. Free recharge mode d. Bank transfer . All the above 10. What you feel about E-commerce a. Excellent b. Good c. Above good d. Bad 11. Choose your product variety you prefer to buy in online a. Clothes b. Moblie c. Book d. Others 12, Which online E-marketing you prefer more a. Flip kart b. Amazon ©. E-bay d. Snap deal 13. When customers get irritated with online shopping a. Out of stock . Getting damaged product ¢. Delivery late customer 4, Product available lesser rate in local market 14, What is your review rating in online shopping a. One star b. Two star c. Three star d. Four star e. Five starKindly rate the following statements based on your Attitude towards e-commerce as per the scale: I-Strongly disagree, 2-Disagree, 3-Neutral, 4-Agree, 5-Strongly agree SLNO STATEMENTS 1]2[3]4]5 1 | Tpurchase of products based on celebrities who endorse it. 2 | Tget influenced by neighbours opinion on the product I purchase 3__| T purchase product based on friend influence 4 | Teare about the quantity of goods which I shop | online. 3__[ shop based on Brands © | Tam satisfied with the return and replacement option. 7__| Iwill stick to the brand irrespective of the price. 8 | Tam brand consciousness 9 | [get to choose wide variety of products when I shop online 10 | Tam happy with the product quality which T purchase online. TL | Tam impressed by the exclusive products launched by online shopping companies. 12__| I feel online shopping websites are easy to use. 13 _| Tget product description for shopping websites. 14 | Terms and conditions of the website makes me feel safe. 15 _| Online shopping websites care for customer cultural values as they give offers during festivals 16 | Tam comfortable buying good online. 17 _| I feel shopping online saves time. 18 _| [feel online shopping is sometimes risk) 19 | Tam more happy and comfortable to shop online than physical stores 20 | Teel online shopping provides same products as physical store. 21 _ | Tpurchase products online based on my income 22 | [suggest to friend/ neighbour about online shopping. 23 | Tcan track the arrival of my orders.