A MAJOR PROJECT REPORT ON

“Satisfaction of Consumers from Online Shopping in India ”

Bachelor of Business Administration

(Batch: 2017-2020)

Guided By: Submitted by:

Dr. Anshu Tyagi Sumit Bhanu

Associate Professor Enrollment No. -36780301717
BBA- 6 TH Semester(EveningB)

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

NAAC ACCREDITED ‘A+’ Grade
Category ‘A++’ Institute
High grading 83% by joint assessment
An ISO Certified Institute
(Approved by AICTE, HRD Ministry, Govt. of India)
Affiliated to Guru Gobind Singh Indraprastha University, Delhi
2A & 2B, Madhuban Chowk, Outer Ring Road, Phase –I, Delhi – 110085
 Table of Contents
S.No. Topics Page no.

1. Student Declaration i
2. Certificate from Guide ii
3. Acknowledgement iii
4. List of Tables iv
5. List of Graphs and graphs v
6. CHAPTER- 1: INTRODUCTION 1-11
1.1 About the Topic
1.2 Literature Review
7. CHAPTER – 2: RESEARCH METHODOLOGY 12-14

2.1 Research Objectives of the study

2.2 Research Methodology of the study
2.2.1 Research Design
2.2.2 Method of data collection
2.2.3 Drafting of a questionnaire
2.2.4 Sample design
2.2.5 Population
2.2.6 Sample size
2.2.7 Sampling method
2.2.8 Limitations
8. CHAPTER – 3: DATA ANALYSIS& INTERPRETATION 15-29
3.1 Analysis & Interpretation
9. CHAPTER- 4: FINDINGS, CONCLUSION & 30-33
RECOMMENDATIONS
4.1 Findings
4.2 Conclusion
4.3 Recommendations/ Suggetions
BIBLIOGRAPHY 34-35
ANNEXURES 36-40
 STUDENT’s DECLARATION

This is to certify that the major project titled ‘Satisfaction of Consumers from Online Shopping in
India’ is an academic work done by Sumit Bhanu submitted in the partial fulfillment of the
requirements for the award of degree of Bachelor of Business Administration at Rukmini Devi
Institute of Advanced Studies, New Delhi.

This is an original work and we have not submitted it earlier elsewhere.

Name of the Student: Sumit Bhanu

Enrollment No.:36780301717
Class & Section: 6th Semester( section-B)
 CERTIFICATE FROM GUIDE

This is to certify that the project titled Satisfaction of Consumers from Online Shopping in India’
is an academic work done by Sumit Bhanu.
To the best of my knowledge and belief the data and information presented by him/her in the project has
not been submitted earlier elsewhere.

Name of the Faculty: Dr. Anshu Tyagi

Designation of the Faculty: Associate Professor
RDIAS
 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Rukmini Devi Institute of Advanced
Studies, GGSIP University, New Delhi for imparting me valuable professional training in
BBA.

I pay my gratitude and sincere regards to Dr. Anshu Tyagi , my project Guide for giving
me the cream of his knowledge. I am thankful to him as she has been a constant source of
advice, motivation and inspiration. I am also thankful to him for giving his suggestions
and encouragement throughout the project work.

I take opportunity to express my gratitude and thanks to our computer lab and library staff
for providing me opportunity to utilize their resources for the completion of the project.

I am also thankful to my family and friends for constantly motivating me to complete the
project and providing me an environment which enhanced my knowledge.

Name of the Student: Sumit Bhanu

Enrollment No.: 36780301717
Class & Section: 6th Semester( section-B)
 List of tables

S.no. Description Page NO.

1 Table 3.1 16
2 Table 3.2 17
3 Table 3.3 18
4 Table 3.4 19
5 Table 3.5 20
6 Table 3.6 21
7 Table 3.7 22
8 Table 3.8 23
9 Table 3.9 24
10 Table 3.10 25
11 Table 3.11 26
12 Table 3.12 27
13 Table 3.13 28
14 Table 3.14 29
 List of Graphs and Charts

S.No. Description Page No.

1 Graph 3.1 21
2 Graph 3.2 23
3 Graph 3.3 25
4 Chart 3.1 16
5 Chart 3.2 17
6 Chart 3.3 18
7 Chart 3.4 19
8 Chart 3.5 20
9 Chart 3.6 22
10 Chart 3.7 24
11 Chart 3.8 26
12 Chart 3.9 27
13 Chart 3.10 28
14 Chart 3.11 29
Chapter: 1
Chapter: 1 Introduction

1.1 About the topic

Online shopping in India has been on a whole different level of rise, since the rise of internet
in the country. Because of the rise of online shopping trend many new players in e-commerce
have been introduced in recent years and the existing companies have deepened their roots in
the Indian e-commerce market. India’s internet users base is of 475 million (consisting about
40% of India’s population, only second to China), but the penetration of e-commerce in the
country is low as compared to the countries like USA, France. But the rate of increase of e-
commerce in India is incomparable to any other country in whole world. India is a young
country which means its major part of population has buying power and attracting youth in
today’s world is something all the major companies are doing which makes India an
attractive marketplace for all the companies in the world who wants to make huge profits.
India also have a major part of population which is working class meaning it don’t have the
time to go and buy the products at the store that is where e-commerce comes in. In India
among all the payments methods cash on delivery is most preferable, about 75% of all the
online shopping activities the payment method is cash on delivery, which is a little factor of
concern for the e-commerce companies because it puts them in a risky position of losing
money. With the continuous improvement in the infrastructure and increase in youth
population e-commerce is only expected to thrive in India.
1.2 About the industry

The online shopping has opened new doors for millions of customers and sellers. The e-
commerce market has changed the whole landscape of the way the business is conducted,
whether it is globally or locally, in retail or business to business. The scope of the e-
commerce marketplace is difficult to measure. The e-commerce industry has become a very
important part of the economy that is difficult to pinpoint exactly where e-commerce begins
and the old world economy ends.

Online Retail
One of the major segments of e-commerce is the online retail sector, which is dominated by
the sale of consumer electronics, apparel and accessories. According to the U.S. Commerce
Department, U.S. online retail sales during 2011 totaled roughly $194 billion. By 2013 this
figure had increased to $262 billion, an increase of 13.4 percent over the prior year.
Consumers have become more sophisticated and online retail has become more competitive.
Holiday sales account for a large portion of sales -- roughly $47 billion during 2013 -- and
were up 10 percent over 2012 sales.

Digital Advertising
Advertisers are spending more than ever amounts of money on digital advertising, including
major brands that have partnered with e-commerce sites and outside logistics companies to
cover more areas geographically, to expand internationally, and to deliver products directly to
consumers. As of the time of publication, in the U.S. digital advertising spending roughly
equals spending on television advertising and is sure to overtake it. Internet ad revenues grew
by 15.6 percent during the first quarter of 2013. Total domestic digital advertising equaled
$109.7 billion, but the mobile market, which still accounts for only 3.7 percent of U.S. digital
advertising, is growing at the fastest rate. Mobile advertising spending was up 81 percent
during 2012, and is dominated by Google and Facebook along with their peer companies.
Business to Business
The business-to-business market is massive. Big players in the B2B market include
networking and infrastructure companies such as Oracle Corporation, Cisco and Alcatel, as
well as enterprise systems companies such as SAP and IBM. Other B2B segments are
growing quickly, including B2B social networks and advertising, and cloud computing.

The birth and growth of Internet has been the biggest event of the century. E-commerce in
India has come a long way from a timid beginning in the 1999-2000 to a period where one
can sell and find all sorts of stuff from a high end product to a meager peanut online. Most
corporations are using Internet to represent their product range and services so that it is
accessible to the global market and to reach out to a larger range of their audience.
Computers and the Internet have completely changed the way one handles day-to-day
transactions online shopping is one of them. The Internet has brought about sweeping
changes in the purchasing habits of the people. In the comfort of one's home, office or cyber
cafe or anywhere across the globe, one can log on and buy just about anything from apparel,
books, music, and jewelry to digital cameras, mobile phones, MP3 players, video games,
movie tickets, rail and air tickets. Ease, simplicity, convenience and security are the key
factors turning the users to buy online. It is a fact that a great online shopping revolution is
expected in India in the coming years. There is a huge purchasing power of a youth
population aged 18-40 in the urban area.
Few reason why internet shopping is preferable:

1. Convenience
Online stores are usually available 24 hours a day, and many consumers have Internet access
both at work and at home. Other establishment such as internet cafes and schools provide
access as well. A visit to a conventional retail store requires travel and must take place during
business hours.
2. Information and reviews
Online stores must describe products for sale with text, photos, and multimedia files. Some
stores even allow customers to comment or rate their items. There are also dedicated review
sites that host user reviews for different products. Reviews and now blogs gives customers
the option of shopping cheaper organize purchases from all over the world without having to
depend on local retailers.

3. Home delivery concept

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

4. Increase in the Internet users

Increasing penetration of Internet connectivity and PCs has led to an increase in the Internet
users across India. The demographic segments that have witnessed maximum growth
comprise college going students and young persons. These segments are the users of
advanced applications and technologies online and are most likely to be heavy E-Commerce
users.
5. Increase in the number of buyers and sellers
The success of a marketplace depends on the presence of a large number of buyers and a
large number of sellers. In addition to online buyers, many offline stores have begun to sell
their products in the online marketplace. The greater the number of sellers and buyers, the
faster the market grows.
 HISTORY OF ONLINE SHOPPING
Online shopping is a form of electronic commerce where consumers directly buy goods or
services from a seller over the Internet without an intermediary service. An online shop, e-
shop, e-store, Internet shop, web-shop, web-store, online store, or virtual store evokes the
physical analogy of buying products or services at a bricks-and-mortar retailer or shopping
center. The process is called business-to-consumer (B2C) online shopping. When a business
buys from another business it is called business-to-business (B2B) online shopping.

1979
Videotext was being researched since much earlier for supplying the end users with textual
information. Much work was done in UK on videotext, it was a two way message service and
developed basically for information sending where many companies were interested in, but
on the backdrop of all that Michael Aldrich in 1979 gave the concept of teleshopping (today
online shopping) which revolutionized the way businesses happen. Same happened in the US
around that year with services like The Source and CompuServe.

1982
Minitel succeeded Videotext as online service making online purchases, check share market,
search telephone directory and could even chat. This is one of the most successful services
before WWW using telephone lines, it was launched in France successfully but in UK as well
to less success.

1987
With Swreg (offshoot of CompuServe) the community of software developers and shareware
authors got an online market where they could sell their product using “Merchant account”.
Thus online shopping started for then software industry people.
1990
Tim Berners-Lee wrote the World Wide Web and gave the first browser to view the web
which changed most of things; a whole new revolution started, which till date is on.
1992
Revolutionary book by J.H. Snider and Terra Ziporyn namely; Future Shop: How New
Technologies Will Change the Way We Shop and What We Buy. St. Martin’s Press.
1994 Netscape released Navigator browser, later introduced Secure Sockets Layer (SSL)
encryption for secure transaction. Pizza Hut started online ordering on their webpage, cars,
bikes and adult content as well started selling on the internet.
1995
Amazon.com started selling each and everything online, and along with that Jeff Bezos starts
first commercial-free 24 hour, internet-only radio stations. Then Radio HK and NetRadio
start broadcasting. Companies like Dell and Cisco started using internet in all their
transactions.

1998
United States started selling Electronic postal stamps online wherein they could be purchased
and downloaded for print.

1999
Acquisition of Business.com by e-Companies in US $7.5 million. Napster the peer-to-peer
file sharing software launches. Home decorative items started selling on ATG Stores.

2000
The dot-com bust as we know it today wasn’t something that happened in a day, over
speculation for a period of time (approx. 1995-2000) where just the prefix “e-” or “.com” in
names could make stock prices rise at great rates. This saw a great many companies rise and
fall.

2002
PayPal the company which offered an alternative (through internet) to cash or check payment
was acquired by eBay for $1.5 billion. CSN Stores and NetShopswere founded with the
concept of domain specific commodity and sprung with many online stores, going for one
item on each website.

2003
Online shopping matures showing to the world their confidence Amazon.com posted first
yearly profit and thus again making presence on the stock market.
2007
Acquisition of Business.com by R.H. Donnelley for $345 million, making way for bigger
players in technology domain.
2012
Tremendous growth in US in Ecommerce with sales figures touching $204 billion, a decent
17% rise from the previous year.
2014
Online Retailer – Amazon.com has an estimated turnover on a daily basis is over US $2.5
trillion with growth rate of 14% annually. EBay having sales of US $1.89 billion, these
numbers alone speak.

2016
Average online purchases are expected to increase by 78% in 2016 from 66 percent in
2015, due to attractive deals and aggressive marketing of ever-expanding range of
merchandise from clothes to jewelry, from electronics to books
1.3 Literature Review
S.N Author(year) Journal Title Variables Methodology Findings
o.

David MIS Quarterly Vol. 27 No. 1, pp. 51- Trust in E-commerce, trust, Primary The online
90/March 2003 Online familiarity, Net- data, customers are
Shopping: enhanced B2C influenced by
An systems e study, both their trust in
questionn the e-vendor and
Mode aire technological
method(7 aspects of the
2 web site interface.
responde
nts)
Lina Zhou and Journal of Electronic Commerce Online Online shopping, The ability to
Liwei Research, VOL 8, NO.1, 2007 Shopping acceptance, consumer y Data attract and retain
Dai(2007) behavior, shopping consumers is
Model — intention, e-commerce critical to the
A Critical success of online
Survey of retailers.
Consumer
Factors in
Online
Shopping

Man Kit M.K. Chang et al./Information & Literature Electronic commerce; A better
Management 42 (2005) 543–559 derived Online shopping; y Data understanding of
n Cheungb and reference Online consumer the dynamics of
Vincent S. models for behavior; Online trust; shopping of the
Lai(2004) the Technology adoption customer will
adoption of benefit in the
online transition to a
shopping society more
heavily involved
in electronic
commerce.

Mary Journal of Business Research, 59(7), Shopping Online shopping, E- Primary Owning an online
866-875 Online for Commerce, Control, data, customer should
and Mary Freedom, Freedom prove challenging
Gilly(2010) Control e study, but not
and Fun online impossible in the
questionn world of
aire internet
method marketing.
(64respon
dents)
5 Andrew J. Journal of Business Research 57 (2004) A typology Online shoppers, E- Primary A greater
Rohma and 748–757 of online commerce, data, percentage of
Vanitha shoppers motivatons, Qualitativ store-oriented
Swaminathanb( based on consumers e study, shoppers were
2004) shopping mail found to have
motivation survey shopped online
s method(1 less frequently as
00 compared to the
responde other shopping
nts) types.

6 Na Li and Ping Eighth Americas Conference on Consumer Online shopping, Secondar Online
Zhang (2002) Information Systems Online consumer attitude, y Data purchasing is
Shopping consumer behavior, reported to be
Attitudes Web, empirical study strongly
amd associated with
Behaviour the factors of
personal
characteristics,
products,
characteristics,
website quality,
attitudes toward
online shopping,
intention to shop
online, and
decision making

7 Gwo-Guang International Journal of Retail & Customer Electronic commerce, Primary E-service quality
Lee and Hsiu- Distribution Management Vol. 33 No. 2 perceptions Service quality data, effect overall
Fen Lin (2015) of e- assurance, Customer Qualitativ service quality
service satisfaction, e study, and customer
quality in Purchasing, Shopping, questionn satisfaction,
online Structural analysis aire which in turn are
shopping method(1 significantly
5 related to
responde customer
nts) purchase
intentions.
8 Sandra Journal of Interactive Marketing Vol. Developme online shopping, Secondar Online shoppers,
Forsythe,Chuan 20, No. 2, Spring 2006 nt of a acceptance, consumer y Data benefits may be
lan Liu,David Scale to behavior, shopping influenced by
Shannon and Measure intention, e-commerce various website
Liu Chun the factors such as
Gardener Percived the quantity and
(2006) Benefits quality of product
and Risks information, the
of Online functionality of a
Shopping web site,
entertainment
value, order
fulfillment or
customer
services.

9 Chung- InternationalJournalofRetail&Distributi Identifying E- Secondar In an online

HoonParkand onManagement Volume 31 . Number 1 . key factors commerce,Information y Data shopping the
Young- 2003 . pp. 16-29 affecting ,Retailing, Consumer information
GulKim(2003) consumer behaviour, Loyalty feature of a
purchase shopping site was
behavior in validated to be an
an online important factor
shopping determining
context consumer’s site
loyalty and
decision making
in terms of
whether or not
they will shop at
the store.

10 Moez IEEE TRANSACTIONS ON What E-commerce, online Primary The online

Limayem, SYSTEMS, MAN, AND Makes shopping, Theory of data, customers are
Mohamed CYBERNETICS—PART A: Consumers planned behaviour Qualitativ influenced by
Khalifa, and SYSTEMS AND HUMANS, VOL. 30, Buy from e study, both their trust in
Anissa Frini NO. 4 Internet? mail the e-vendor and
(2010) survey technological
method(1 aspects of the
410 web site interface.
responde
nt)
 Chapter: 2

Methodology
Chapter: 2 Research Methodology

2.1 Purpose of study

Purpose of the study is to find out what affects the decision of consumers when purchasing
goods online.

2.2 Research objectives of the study

 To know customer’s thought & perception about online shopping.
 To determine the attractive promotional activities help, to make the final buying
decision of customers towards online shopping.
 To know the factors which affect decision making process of customer while
purchasing the online shopping‘s products.
 To examine whether customers prefer online shopping to physical stores.

2.3 Research methodology of the study

2.3.1 Research design

The type of research here is descriptive research design. This kind of design is used for
precise investigation. It has inbuilt flexibility, which is needed because the research
problem, broadly defined initially, later the research problem is transformed into one with
more precise meaning in exploratory studies, which in fact necessitate changes in research
procedure for gathering relevant data.

2.3.2 Method of data collection

Primary data- primary data is collected via online questionnaire.
Secondary data-secondary data is collected from various sites on internet.

2.3.3 Sample design

2.3.3.1 Sample unit
The sampling units are local customers from Delhi area.
2.3.3.2 Sample size
The sample size taken was 50.

2.3.3.3 Sampling method

The sampling method used in this study is non-probability sampling, both voluntary and
convenience samples are used.

2.3.4 Designing questionnaire

Questionnaire design is done with the help of google forms.

2.4 Limitations
 Owing to limited time available, I only searched a few number of journals. This may
leave some other important studies out.
 This research is only done in Delhi region. So the study is not vast and there is a
possibility that I didn’t get the proper result.
 Sometimes people don’t give true answers which may lead he study in the wrong
direction.
 There is always an issue of biasness, a researcher always tries to be unbiased but
his/her personal opinions may lead the research to a different direction.
 90% of the respondents are students meaning they have less income hence less
buying power results of the study may vary with the different demographics which
have more buying power.
 Chapter: 3
Analysis and
Interpretation
 Chapter: 3 Analysis and Interpretation

3.1 Analysis and Interpretation

1. To know the age group of the respondents?

Particulars Percentage

15-20 36%

20-25 62%

25-30 2

Table 3.1

Age
2%

15-20 20-25 25-30

36%

62%

Chart 3.1
The above diagram shows us the percentage of age groups of the respondents. As it shows
that from the number of respondents are 36% in age group 15-20 and 62% respondents are
from 20-25 age group. It is 2% from 25-30. The above chart shows that high respondents of
online shopping fall in 20-25 age group. All of the respondents are young.
2. To know the gender of the respondents?

Particulars Percentage

Male 56

Female 44

Table 3.2

Gender

Male Female

44%

56%

Chart 3.2
The above chart shows that majority of respondents are male (56%) and females are less in
number (44%).
3. To know the occupation of respondents?

Particulars Percentage

Student 90

Private Job 10

Table 3.3

Occupation

Student Private Job

10%

90%

Chart 3.3
The above chart shows us that 90% of the respondents are students and the rest 10% have
private jobs.
4. To know the monthly income of the respondents?

Income Percentage
Below 10000 84%
10000-20000 6%
20000-30000 6%
30000-40000 2%
40000-50000 2%
Table 3.4

Monthly Income
2%
2%

6%
6%

84%

below 10000 10000-20000 20000-30000 30000-40000 40000 and above

Chart 3.4
The above chart shows that most of the respondent’s income is below 10000 (84%), because
in the previous chart it is shown that most of the respondents are students and do not have a
continuous and reliable source of earning.
5. How frequently you shop online?

Particulars Percentage
Once a week 10%
More than once a week 8%
Once a month 60%
More than once a month 22%
Table 3.5

Frequency of shopping online

8%

10%

22%
60%

once a month more than once a month once a week more than once a week

Chart 3.5
The above chart shows that 60% of the respondents shop once a month, 22% of respondents
shop more than once a month, 10% of respondents shop once a week and 8% of the
respondents shop more than once a week. Since the majority of respondents are students
(90%), they have comparatively less buying power because of lack of income available that is
the reason majority of respondents here are in once a month (60%) and more than once a
month category (22%).
6. What motivates you to buy the products online?

Particulars Percentage
Easy payment 12%
No hidden cost 7%
No travel to shop 21%
Time saving 28%
Wide range of products 32%
Table 3.6

wide range of products

time saving

No travel to shop

No hidden cost

Easy payment

0 5 10 15 20 25 30 35 40

Graph 3.1
The above graph shows that wide range of products is something which motivates the most
(32%) to consumers to buy things online, followed by time saving (28%) and no travel to
shop (21%). No hidden cost (7%) and the easy payment (12%) seems to have least of factors
affecting the consumers when comes to shopping online.
 7. Do you feel that online marketers are providing competitive prices?

Particulars Percentage
Yes 68%
No 26%
Cannot say 6%
Table 3.7

6%

26%

68%

Yes NO Cannot say

Chart 3.6
This diagram shows us that whether online marketers are giving competitive price or not and
result which came out is that most of the people thought that online marketers are providing
competitive prices than physical stores because they provide various scheme like discount
coupons, free offers, etc which boost the customers to buy product online rather than retail
shop. The result shows 68% of people say that it provides competitive prices and only 26%
people says no.
8. What products do you buy most on internet?

Particulars Percentage
Books 8%
Clothing 33%
Footwear 32%
Electronics 23%
Furniture 1%
Others 3%
Table 3.8

Products bought most on the internet

Others

Furniture

Electronics

Footwear

Clothing

Books

0 5 10 15 20 25 30 35 40 45

Graph 3.2
The above graph shows that clothing (33%) and footwear (32%) leads in online sale of
products followed by the electronics (23%), it is because the most of the population is young
belonging between 15 to 30 years of age. On the other hand furniture is in the lowest category
with the books which tells that despite being majority of sample population being student
books are still bought offline.
9. Do you feel that online shopping is better than shopping at physical brick & mortar store?

Particulars Percentage
Yes 62
No 38
Table 3.9

Comparison

Yes No

38%

62%

Chart 3.7
After analyzing the above graph shows that the people are in favor of that online shopping is
better than physical store, the percentage of people who says online shopping is better is 62%
and the people who say it not good is 38%. Still the percentage of people who says yes is
more than other who says no.
10. Which of the following stores have you ever visited for shopping online?
Particulars Number of votes
Amazon 47
Flipkart 44
E-bay 3
Snapdeal 16
Myntra 40
Jabong 25
Homeshop18 12
Shopclues 15
Paytm 30
Bigbasket 14
UrbanClab 14
Lenskart 14
Ajio 8
Nykaa 14
Pepperfry 1
Netmeds 1
Voonik 1

Online stores visited for shopping

50
45
40
35
30
25
20
15
10
5
0

The above graph shows that most people visit Amazon for shopping followed by Flipkart,
Myntra and Paytm. Comparatively other stores are visited much less for online shopping.
11. How do you make most of your payments on internet while shopping for goods online?

Payment mode Percentage

Credit/Debit card 54%
Cash on delivery 32%
Paytm/Phonpe 14%
Table 3.11

Payment method
Cash on delivery
Credit/Debit card
14% Phonpe/Paytm

54%
32%

Chart 3.8
The above chart shows that 54% of respondents prefer cash on delivery, 32% prefer
credit/debit cards and 14% prefers phonpe/Paytm. The major portion choosing cash on
delivery is a concern for the e-commerce industries as the cash on delivery payment method
puts companies on the risk.
12. In your opinion which online shopping website is best ?
E-commerce site Number of votes
Amazon 51
Flipkart 24
Myntra 20
Shein 1
Can’t say 4
Table 3.12

Websites
1% Amazon
4%
Flipkart

Myntra
20%
Shein

Can't say
51%

24%

Chart 3.9

Above chart shows that Amazon is heavily favored website (51%) in e-commerce industry,
the next website close to Amazon in Flipkart (24%) followed by Myntra (20%).
13. Have you ever faced any problems while shopping online?

Particulars Percentage
Yes 64%
No 36%
Table 3.13

Yes No
36%

64%

Chart 3.10
The above chart shows that 64% of the people didn’t had any problems shopping online
while 36% of the people had problems while shopping online. That is pretty big number if
you consider how big the Indian e-commerce market is and how big its potential is its
potential to grow in upcoming years.
14. Are you satisfied with the online customer services provided by e-commerce websites?

Particulars Percentage
Yes 70%
No 30%
Table 3.14

Customer Service satisfaction

Yes No
30%

70%

Chart 3.11
The above chart shows that e-commerce customer service is doing an average job where 70%
of the people are satisfied and 30% of people are unsatisfied, out of those people who have
faced problems while shopping online.
CHAPTER: 4
FINDINGS ,
CONCLUSION
AND
SUGGESTIONS
 CHAPTER: 4 FINDINGS AND SUGGESTIONS

4.1 Findings

 84% of the respondents monthly income is below 10000 and are students that is why
majority of respondents shop only once a month.
 62% of respondents like to shop at online stores and 38% prefer physical brick and
mortar stores, but because of factors like wide range of products available and time
saving they shop at online stores.
 68% of respondents thought that e-commerce store provide the competitive price than
physical stores. Because they provide various schemes, discount, coupons, free offers
etc.
 36% of respondents are age group in 15-20 and 62% of respondents are age group in
20-25.
 Amazon is the most preferable e-commerce store for shopping by a large margin
followed by Flipkart and Myntra.
 64% of respondents faced no problem in online shopping and 36% of respondents
faced problem in online shopping.
 54% of respondents prefer the payment method cash on deliver and 32% through
credit/debit card, because the e-commerce sites in India are newly established and
people don’t trust the websites. To pay the money before the product is delivered is a
big risk for Indian consumers.
 Only 38% of the respondents who had problem while shopping online are satisfied
with the e-commerce customer service.
 Out of all the products available on the online stores clothing, followed by footwear
and electronics are bought most on the online stores.
4.2 Suggestions

 The online sellers have to make their payment procedure simple and reliable so that
more and more people prefer paying online.
 E-commerce stores have to give more discounts to their customers so that they can
visit again and again and become loyal customers, and it also helps to make people
more aware about the products and there original process available at the online
stores.
 The online sellers should reduce the time taken to deliver the product.
 After sales services can be improved by proper communication and must conduct a
feedback check after a month to verify that products and services sold are performing
at the level at which they was promised to the customers.
 These implications should be followed discount prices, retailers should become more
reliable and focus on customer satisfaction.
4.3 Conclusion

 Increase in the use of internet in India, a rapidly growing Indian e-commerce market and
reduce in the prices of internet see more and more Indians shopping online.

 The companies need to provide better after sales services and better logistics support and
delivery of products.

 The main objective is not to convert all the buyers out there into online shoppers but to show
them it is an option, which may or may not be suitable for you.

 An effort need to be made to educate the online buyers on the precautions that needs
to be taken and steps that need to be undertaken while making an online purchase.

 Proper feedback should be taken from the customers and make changes accordingly
customers should feel that his/her feedback is valued.

 Online e-commerce stores raises more issues than the benefits currently offered by
them. The quality of products offered on the online stores and procedures for service
delivery are yet to be standardized. Till the same is done, the buyer is at a higher risk
of frauds.

 Wide range of products and time saving are the main reasons why the online stores
have become popular, but they should not be the only major factors. Factors like
quality of products and a reliable payment method should be the major factors when it
comes to online shopping.
BIBLIOGRAPHY
 Bibliography

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shopping: an integrated model. MIS quarterly, 27(1), 51-90.

 Zhou, L., Dai, L., & Zhang, D. (2007). Online shopping acceptance model-A critical
survey of consumer factors in online shopping. Journal of Electronic commerce
research, 8(1).

 Chang, M. K., Cheung, W., & Lai, V. S. (2005). Literature derived reference models
for the adoption of online shopping. Information & Management, 42(4), 543-559.

 Wolfinbarger, M., & Gilly, M. C. (2001). Shopping online for freedom, control, and
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 Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on

shopping motivations. Journal of business research, 57(7), 748-757.

 Li, N., & Zhang, P. (2002). Consumer online shopping attitudes and behavior: An
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 Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online
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 Forsythe, S., Liu, C., Shannon, D., & Gardner, L. C. (2006). Development of a scale
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 Park, C. H., & Kim, Y. G. (2003). Identifying key factors affecting consumer
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 Annexure

Satisfaction of Consumers from Online Shopping

Demographics of respondents (your personal information will not be

shared with anyone else)

1. Name *
ANS.

2. E-mail id *
Ans.

3. What is your age group? * Mark only one oval.

o 15-20 years
o 20-25 years
o 25-30 years
o 30 and above

4. What is your gender? * Mark only one oval.

o Female
o Male

5. What is your occupation? * Mark only one oval.

o Self employed
o Private job
o Government job
o Professional
o Student

6. What is your monthly income?(in rupees) * Mark only one oval.

o less than 10000
o 10000-20000
 o 20000-30000
o 30000-40000
o 40000 and above

7. How frequently do you shop online? * Mark only one oval.

o Once a week
o More than once in a week
o once a month
o more than once in a month

8. What motivates you to buy products online? * Check all that apply.
o Easy payment
o No hidden cost
o No travel to shop
o Time saving
o Wide range of products

9. Do you feel that the online marketers are providing competitive prices? * Mark only one
oval.
o Yes
o No
o Cannot say

10. What products do you buy most on internet? * Check all that apply.
o Books
o Clothing
o Footwear
o Electronics
o Other
11. Do you feel that online shopping is better than shopping at physical brick & mortar store?
* Mark only one oval.
o Yes
o No

12. Which of the following stores have you ever visited for shopping online? * Check all that
apply.
o Amazon
o Flipkart
o e-bay
o Snapdeal
o Myntra
o Jabong
o localbanya
o homeshop18
o Infibeam
o Shopclues
o FirstCry
o Paytm
o Voonik
o Bigbasket
o UrbanClap
o Zivame
o Lenskart
o Ajio
o Nykaa
o Pepperfry
o Netmeds

13. How do you make most of your payments on internet while shopping for goods online? *
Mark only one oval.
o Credit/Debit cards
o Bank transfer
 o Paypal
o PhonePe/Paytm
o Cash on delivery
o Any other

14. In your opinion which online shopping website is best? *

Ans.

15. Have you ever faced any problems while shopping online? * Mark only one oval.
o Yes
o No

16. Are you satisfied with the online customer services provided by e-commerce websites? *
Mark only one oval.
o Yes
o No

17. Any suggestions to make online shopping more fruitful.

Ans.
PLAGIARISM SCAN REPORT