Nisha Project

“A STUDY ON CUSTOMER PERCEPTION ON E-COMMERCE WEBSITES”
“A STUDY ON CUSTOMER PERCEPTION ON E-COMMERCE

WEBSITES”
Dissertation submitted in partial fulfillment of the requirement for the
Award of the Degree
BACHELOR OF BUSINESS ADMINISTRATION

Of
BENGALURU CITY UNIVERSITY
By
Ms. NISHA KUMARI R
Register Number: B1826212
Under the guidance of

Mr. CHETHAN.S, M.Com
Assistant Professor,
Department of Management, AIGS.
ACHARYA INSTITUTE OF GRADUATE STUDIES

Soldevanahalli, Bangalore
2020-2021
ACHARYA INSTITUTE OF GRADUATE STUDIES Page 1

CERTIFICATE BY THE GUIDE
Certified that the dissertation entitled “A STUDY ON CUSTOMER

PERCEPTION ON E- COMMERCE WEBSITES” is based on a
original study conducted by Ms. NISHA KUMARI Under my guidance
sessions held. This dissertation report has not formed a basis for the
award of any Degree/Diploma of any University or Institution.
Place: Bangalore
Date: / / Mr.Chethan.S

CERTIFICATE
This is to certify that dissertation titled “A STUDY ON CUSTOMER

PERCEPTION ON E- COMMERCE WEBSITES” is an original
work of Ms. NISHA KUMARI R bearing university register number
B1826212 and is being submitted in partial fulfillment of the award of
the bachelor’s degree in Administration of Bengaluru City University.
The report has not been submitted earlier either to this
university/Institution for the fulfillment of the requirement of a course of
study Ms. NISHA KUMARI is guided by Mr.CHETHAN.S, Assistant
Professor, Department of Management of this college.
PROJECT GUIDE PRINCIPAL
Mr. CHETHAN.S Dr. GURUNATH RAO VAIDYA

DECLARATION
I NISHA KUMARI R hereby declare that this project entitled with “A
STUDY ON CUSTOMER PERCEPTION ON E- COMMERCE
WEBSITES” is a bonafide record originally done by me under the
guidance of Mr.Chethan.S. being submitted to Bengaluru City
University, in fulfillment of the requirement for the award of the Degree
of Bachelor of Business Administration during the 2020-2021.
I declare further that this report is my original work and has not been
submitted to any other University, Institute for the award of any Degree,
Diploma or any other similar titles
Place: Bangalore NISHA KUMARI
Date: / / (B1826212)

ACKNOWLEDGEMENT
T
The sense of achievement and euphoria that company’s completion of

any task this project work would being incomplete without expression of
simple gratitude to the people who made it possible because success is
the culmination of hard work cogency for fulfillment the mission. I
would acknowledge all those responsible for making me successful in
this project work.
At the very first outset I would like to thank Dr. GURUNATH RAO
VAIDYA, Principal, Acharya Institute of Graduate Studies for giving
me an opportunity to do this project work.
I would like to thank Mr. Chethan.S, Assistant Professor, Acharya

Institute of Graduate Studies for her kind support in shaping this report.
I avail this opportunity to express my deep sense of gratitude to my

internal guide, Mr.Chethan.S, and this report would not have reached
this stage without his immense help.
I would like to thank God, My parents, and my best friends.

CHAPTE PAGE
R TITLE OF THE CHAPTER NO.
1 INTRODUCTION
2 REVIEW OF LITERATURE
3 RESEARCH DESIGN
4 COMPANY PROFILE
5 DATA ANALYSIS AND INTERPRETATION
6 FINDINGS, SUGGESTIONS AND CONCLUSIONS
TABLE OF CONTENTS

LIST OF TABLES
TABLE PAGE
NO. PARTICULARS NO.
5.1 Table showing usage frequency of internet usage.
5.2 Table showing the purpose of internet usage
5.3 Table showing the experience of online shopping
5.4 Table showing the online purchase destination
5.5 Table showing payment method in E - commerce
5.6 Table showing the items preferred online
5.7 Table showing the respondents experience in E commerce website
5.8 Table showing the purpose of online shopping
5.9 Table showing the customer benefit from E – commerce
5.10 Table showing the response against elimination of middlemen cost
Table showing the challenges to the implementation of e-commerce in

5.11 India
Table showing the Government of India initiation in promoting E –

5.12 commerce

LIST OF GRAPHS
GRAPH PAGE
NO. PARTICULARS NO.
5.1 Graph showing internet usage of Respondents
5.2 Graph showing the purpose of internet usage
5.3 Graph showing the experience of online shopping
5.4 Graph showing the online purchase destination
5.5 Graph showing payment method
5.6 Graph showing the recent purchase of Respondents
5.7 Graph showing the website experience of respondents
5.8 Graph showing the Respondents purpose of online shopping
5.9 Graph showing the customer benefit from E – commerce
5.10 Graph showing the response against elimination of middlemen cost
Graph showing the challenges to the implementation of e-commerce in

5.11 India
Graph showing the Government of India initiation in promoting E –

5.12 commerce

CHAPTER-1
INTRODUCTION

INTRODUCTION:
Internet provides virtual platform for online shopping of products and services to
customers’. A great variety of products and services of different brands can be
accessed and compared quickly, easily on a click of mouse in online shopping.
access of large source of information in online shopping helps customers’ to make
customized purchase decision based on comparative prices, product features and
after sale services offered by competitive marketers. In the emerging global
economy, e-commerce and e-business have increasingly become necessary
components of business strategy and a strong catalyst for economic development.
The term commerce is treated as transaction between business partners. Computer
and their used become the international language. Computer today is not only the
language of people but also for business. Internet is the tool used by business in
term of electronic commerce. One of the fastest growing industries today is
electronic commerce. Almost anything can be purchased, traded, or sold all via the
internet.
India being ranked as face book’s second largest audience after the us. Pwc
research of 2015 reported that an increase in e-commerce has slowed in us. Retail
foot traffic. In 2009 there were 35 billion visits, plus or minus. But by 2010, that
figure had fallen to about 25 billion visits. By 2012, that number was even lower,
to the low 20s billions of visits. In 2013, it had fallen to 17 billion. Digital natives

shopped via phone more than the rest of sample in every category: daily, weekly,
monthly, a few times a year, and once a year. Moreover, just 39% of digital natives
said they never shop via their smart phone, while 56% of other age groups said
they never shop via their smart phone. Credit cards (40%), debit cards (28%), cash
(20%), and even payment by invoice (6%) all beat out mobile phones (3%) as the
preferred method of payment to conclude a purchase.
Placing “e” in front of any process or function seemed to be the magic prescription
for never ending story of success and rapid returns for enterprises. E-commerce in
the near future will be in every business and in everywhere in our live. It is the
time for all businesses to get themselves in e-commerce either big or small or else
they will lose in the globe or quit.
INTERNET REVOLUTION

HISTORY AND DEVELOPMENT OF THE INTERNET REVOLUTION
What is the Internet?
The internet or “the Net” is a worldwide connection of computers where any
computer user can get information from any other computer in the world, if it has
access and authorization to do the same. The internet has several benefits which
include – being always available, large amount of information about almost
anything and everything, online shopping from places worldwide, downloads many
games/ videos/ music usually free of cost and helps to reduce the distance barrier
among people.
The internet has come a long way from its early development stages. The history
and the development of internet which revolutionized the computer are briefed
below.
HISTORY OF INTERNET
The development of the internet started in late 1960’s when the world was amidst a
cold war. Two centers – Leonard Klein rock’s Network Measurement Centre at the
University of California, Los Angeles (UCLA) and Douglas Engelbart’s NLS
system at Stanford Research Institute (SRI) in Menlo Park, California, decided to
connect with each using a network to send data; called the ARPANET .

This was the first network to use the Internet Protocol that forms the basis of the
Internet we know today.
The ARPANET achieved expanded access in 1981 when National Science
Foundation (NSF) funded the Computer Science Network (CSNET). 1982 marked
the recognition of the Internet Protocol as a standard networking protocol on the
ARPANET. ARPANET was withdrawn in 1990 when various internet service
providers emerged.
Since, then the Internet has come a long way from sharing a few bytes of data for
communication with each other, to sending terabytes of information across the
globe.
The common man gained access to the modern Internet in the late 1980’s based on
the work of Tim Berners-Lee on the World Wide Web, which stated that protocols
could link hypertext documents into a computer. However, the development of the
internet was mostly restricted to the developed countries with mostly application
limited to data/ emails.
By the late 1990’s the internet grew rapidly with a growth rate of 100% year on
year with the rise in instant two-way communication by means of email, instant
messaging, telephone calls, Voice over Internet Protocol (VoIP), World Wide Web
and video calls. Till 1993, the internet carried a mere 1 % of all the information in

a two-way communication system with this figure jumping to over 90% in less
than half a decade thereon.
The past decade has seen the maximum growth from less than 15 % of the world
population using the Internet to over 40 % using it today.
The Internet, a very complex and revolutionary invention of 1965, has changed our
world. The Internet can be defined as a global communications network consisting
of thousands of networks typically interconnected by fiber optic cabling (1). The
internet is always transforming into new complex hardware and software, in
addition to the services it offers. Another definition of the internet is as follows:
1. The Internet is at once a world-wide broadcasting capability, a mechanism for
information dissemination, and a medium for collaboration and interaction
between individuals and their computers without regard for geographic location
(2). my objective for this paper is to demonstrate and explain what the Internet is,
including its components and history.
The Internet can be explained as a network of networks, linking numerous
government, university and private computers to one another, while providing
many services such as E-mail, hypertext documents, instant messages, and data
exchanges. The Internet is the largest network of networks worldwide. The Internet
uses many different protocols, the most important being TCP/IP.

The computer networking revolution began in the early 1960s and has led us to
today’s technology. The Internet was first invented for military purposes, and then
expanded to the purpose of communication among scientists. The invention also
came about in part by the increasing need for computers in the 1960s. During the
Cold War, it was essential to have communications links between military and
university computers that would not be disrupted by bombs or enemy spies. In
order to solve the problem, in 1968 DARPA (Defense Advanced Research Projects
Agency) made contracts with BBN (Bolt, Breakneck and Newman) to create
ARPANET (Advanced Research Projects Agency Network).
The invention of the Internet, along with the field of computer networking, was
derived from the invention of the telephone network. Unlike the telephone
network, the Internet uses packet switching. Packet switching was invented by
three different independent research groups around the world.
MIT graduate student Leonard Klein rock, one of the first people to invent packet
switching, was also the first person to publish work on packet switching.
The work done at MIT, Rand and NPL helped lay the foundation of today’s
Internet. Klein rocks colleagues J.C.R. Licklider and Lawrence Roberts of MIT
went on to head the computer science program at the Advanced Research Projects

Agency (ARPA). Roberts published a complete plan for the Arpanet, which is the
first packet-switched computer network.
Packet-switched and circuit-switched networks, two different technologies used for
sending messages, each have their advantages for specific applications. The
telephone network uses circuit switching, meaning that whenever a call is made, a
circuit will be connected among two or more phone lines. Circuit switching
networks require point to point bonding prior to transfer (there is only one path
dedicated for the connection), and networks also require sending and receiving
information constantly. On the other hand, the packet switching network, which
has been used in the Internet, is different. Packet switching networks divide the
data into small blocks; each block or packet has the possibility of taking a different
path than the other to the destination; at the destination, the packets will be
recompiled into the original message.
We live in an age of easy global communications, instantaneous information
access, and the ability to store, search, and manipulate large amounts of
information. According to the United States Bureau of Labor Statistics, the
Information and Communications Technologies (ICT) sector became the largest
commercial sec-tor in the US in 1999, with a rate of employment growth that was
six times the national average. Alan Greenspan, Chairman of the United States

Federal Reserve, estimates that the growth of business in ICT contributed at least
one-third of the total growth of the United States’ economy since 1992.
The ICT sector represents a variety of devices, technologies and services built on
scientific breakthroughs in computers, software design, photo-optics, circuit
switching, and satellites, among others. The most visible representation of the ICT
revolution is the Internet, which integrates telecommunications and computing.
What is most profound is the accelerating rate of acceptance of ICT. Radio was
in existence for 38 years before it achieved a market of 50 million. It took 16 years
from the release of the first personal computer kit in 1973 to the point where there
were 50 million users. Once the Internet was open to commercial traffic in 1993, it
took four years to reach this point.
One specific application, Napster, a proto-col for transferring music files,
registered 25 million users within one year of its introduction.
The Internet allows anyone with a small capital investment in a computer and
access to a server to connect to other computers all over the world in an
interconnected web of machines, data, and people. Estimates are that 320 million
people will be using the World Wide Web by 2002 (Lange 1999). The number of
messages sent via email is currently about 6.5 billion per day worldwide and
growth will be exponential as more users come online. In addition, the technology

is going wireless; further decreasing the costs of being connected and potentially
bringing more people into the digital world.
Digital information is compact, transport-able, and, therefore, more efficient to
use. Economists note that information is costly to create but once it exist the cost
of reproducing information is significantly lower. With new digital media, the cost
to reproduce and transmit information approaches zero. Multiple copies can easily
be made and it is difficult to control dissemination and access. This contrasts to the
physical goods that economists typically con-side. The ease of transmitting
information raises a set of issues about intellectual property protection and fair use
and concerns about privacy, unauthorized access, and data piracy.
Few empirical studies, to date, analyze the ways in which business uses the
Internet. Litan and Rivlin (2001) consider the impact of the Internet on different
sectors and cite three distinct economic impacts: decreasing the cost of
transactions; increasing the ease of management; and, moving the economy closer
to the model of perfect competition. The greatest impact of the Internet has been to
decrease the cost of transactions. Faster than conventional post, more accurate than
telephone, Internet commerce is predicated upon the rapid exchange and eased
coordination of transactional information between firms and their suppliers and
customers. From the perspective of business, the Internet facilitates lower
purchasing costs, reductions in inventories, lower cycle times and allows for lower
sales and marketing costs and more efficient and effective targeting of customer
services and sales materials. From the perspective of consumers, the Internet
allows for greater choice, convenience, and the potential for increased
customization. Second, the Internet allows for more efficient management by
increasing the ease of information access, searching, and sharing. When
information is available in a digital form it is easier to use than in the alternative
paper form.
This has greatly reduced costs for business in terms of their routine internal record
keeping, inventory control and the costs of processing transactions. Finally, the
Internet moves the economy closer to the economist’s ideal model of perfect
competition, which implies greater efficiencies. It is easier for suppliers and
consumers to find information about one another search for alternatives, and
complete transactions. This direct access reduces the need of middlemen and
distributional intermediaries. Better information, greater choice and lower
operating and transaction costs are expected to drive reductions in prices or
improvements in quality. In sum, these three factors are expected to contribute 0.2–
0.4% per annum in future productivity growth to the U.S. economy. In addition,
the Internet and power of digital distribution may lead to new products and
services not previously imagined offering further increases in economic growth
(Economist 2000).

The economic impacts of the Internet are profound but they pertain to routine
economic activities that rely on information flows with well-defined parameters
and using relatively standardized content. Innovation, by contrast, is a special type
of non-routine activity and we may expect the Internet to have a different impact.
Innovation is a specific type of economic activity that is concerned with the
development of products, processes, or organizational methods that create novelty
– the stroke of human genesis that produces originality and uniqueness. Innovation
is typically associated with commercial applications and we draw a distinction
between invention, the original idea, and innovation as its commercial realization.
Not all inventive activity has commercial application, although invention is
certainly a part of innovation.
The most decisive input for innovation is knowledge. While information is the
flow of data, knowledge is a stock of information that is organized into a
conceptual schema. Innovation is the ability to blend and weave different types of
knowledge into something new, different, and unprecedented that has economic
value. Similar to art, innovation is a creative expression. However, unlike art, the
measure of innovation is not in the eye of the beholder, but in acceptance within
the marketplace that brings commercial rewards to the innovating entities and
returns to society in terms of economic well-being, prosperity, and growth.

INTERNET HISTORY TIMELINE
Early research and development:
1966: Merit Network founded
1966: ARPANET planning starts
1969: ARPANET carries its first packets
1970: Mark I network at NPL (UK)
1970: Network Information Center (NIC)
1971: Merit Network's packet-switched network operational
1971: Tymnet packet-switched network
1972: Internet Assigned Numbers Authority (IANA) established
1973: CYCLADES network demonstrated
1974: Telenet packet-switched network
1976: X.25 protocol approved
1978: Minitel introduced
1979: Internet Activities Board (IAB)

1980: USENET news using UUCP
1980: Ethernet standard introduced
1981: BITNET established
Merging the networks and creating the Internet:
1981: Computer Science Network (CSNET)
1982: TCP/IP protocol suite formalized
1982: Simple Mail Transfer Protocol (SMTP)
1983: Domain Name System (DNS)
1983: MILNET split off from

ARPANET
1985: First .COM domain name registered
1986: NSFNET with 56 Kbit/s links
1986: Internet Engineering Task Force (IETF)
1987: UUNET founded
1988: NSFNET upgraded to 1.5 Mbit/s (T1)
1988: OSI Reference Model released
1988: Morris worm
1989: Border Gateway Protocol (BGP)
1989: PSINet founded, allows commercial traffic
1989: Federal Internet Exchanges (FIXes)
1990: GOSIP (without TCP/IP)
1990: ARPANET decommissioned
1990: Advanced Network and Services (ANS)
1990: UUNET/AlterNet allows commercial traffic

1990: Archie search engine
1991: Wide area information server (WAIS)
1991: Gopher
1991: Commercial Internet exchange (CIX)
1991: ANS CO+RE allows commercial traffic
1991: World Wide Web (WWW)
1992: NSFNET upgraded to 45 Mbit/s (T3)
1992: Internet Society (ISOC) established
1993: Classless Inter-Domain Routing (CIDR)
1993: InterNIC established
1993: AOL added USENET access
1993: Mosaic web browser released
1994: Full text web search engines
1994: North American Network Operators' Group (NANOG) established
commercialization, privatization, broader access leads to the modern Internet:
1995: New Internet architecture with commercial ISPs connected at NAPs

1995: NSFNET decommissioned
1995: GOSIP updated to allow TCP/IP
1995: very high-speed Backbone Network Service (vBNS)
1995: IPv6 proposed
1996: AOL changes pricing model from hourly to monthly
1998: Internet Corporation for Assigned Names and Numbers (ICANN)
1999: IEEE 802.11b wireless networking
1999: Internet2 / Abilene Network
1999: vBNS+ allows broader access
2000: Dot-com bubble bursts
2001: New top-level domain names activated
2001: Code Red I, Code Red II, and Nimda worms
2003: UN World Summit on the Information Society (WSIS) phase I
2003: National Lambda Rail founded
2004: UN Working Group on Internet Governance (WGIG)

2005: UN WSIS phase II
2006: First meeting of the Internet Governance Forum
2010: First internationalized country code top-level domains registered
2012: ICANN begins accepting applications for new generic top-level domain
names
2013: Montevideo Statement on the Future of Internet Cooperation
2014: Net Mundial international Internet governance proposal
2016: ICANN contract with U.S. Dept. of Commerce ends, IANA oversight passes
to the global Internet community on October 1st

EXAMPLES OF INTERNET SERVICES:
1989: AOL dial-up service provider, email, instant messaging, and web browser
1990: IMD Internet movie database
1995: Amazon.com online retailer
1995: eBay online auction and shopping
1995: Craigslist classified advertisements
1996: Hotmail free web-based e-mail
1997: Babel Fish automatic translation
1998: Google Search
1998: Yahoo! Clubs (now Yahoo! Groups)
1998: PayPal Internet payment system
1999: Napster peer-to-peer files sharing
2001: Bit Torrent peer-to-peer files sharing
2001: Wikipedia, the free encyclopedia
2003: LinkedIn business networking

2003: MySpace social networking site
2003: Skype Internet voice calls
2003: iTunes Store
2003: 4Chan Anonymous image-based bulletin board
2003: The Pirate Bay, torrent file host
2004: Face book social networking site
2004: Podcast media file series
2004: Flicker image hosting
2005: YouTube video sharing
2005: Reddit link voting
2005: Google Earth virtual globe
2006: Twitter micro blogging
2007: Wiki Leaks anonymous news and information leaks
2007: Google Street View
2007: Kindle, e-reader and virtual bookshop

2008: Amazon Elastic Compute Cloud (EC2)
2008: Drop box cloud-based file hosting
2008: Encyclopedia of Life, a collaborative encyclopedia intended to document all
living species
2008: Spotify, a DRM-based music streaming service
2009: Bing search engine
2009: Google Docs, Web-based word processor, spreadsheet, presentation, form,
and data storage service
2009: Kick starter, a threshold pledge system
2009: Bit coin, a digital currency
2010: Instagram, photo sharing and social networking
2011: Google+, social networking
2011: Snap chat, photo sharing
2012: Courser, massive open online courses

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

FEW FACTORS THAT BOOST ONLINE SHOPPING IN INDIA
 Rapid growth of cybercafés across India
 Access to Information
 The increase in number of computer users
 Reach to net services through broadband
 Middle-class population with spending power is growing. There are about
200 million of middle-class population good s p e n d i n g powers. These
people have very little time to spend for shopping. Many of them have
started to depend on internet to satisfy their shopping desires.
CHANGING ATTITUDE TOWARDS ONLINE SHOPPING
“Awareness, Future Demand Focus for Emerging Markets & Current Issues”
Mal s springing up everywhere and yet people are E-shopping! And not in small
numbers either. Consumers are more rational nowadays and have ability to get
the choices from the market. Awareness among the consumers is spread through
internet. The number of internet users is increasing day by day which attracts
people who have an option to buy online. It was never thought that Indians would
go in for e-shopping in such a big way. Ticketing, travel bookings and even books
and movies

Seem fine to buy online. Knowing that in India sizes vary from brand to
brand and quality is inconsistent, even of some electronic items, how is it
that there are people buying these items online? In India there are some
segments of people who have not yet tried purchasing over internet.
Here is the few reason why internet shopping is preferable:
1. Convenience
Online stores are usually available 24 hours a day, and many consumers have
Internet access both at work and at home. Other establishes such as internet
cafes and schools provide access as well. A visit to a conventional retail store
r e q u i r e s 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 give 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 whereby consumers directly
buy goods or services from a seller over the Internet without an intermediary
service. An online shop, e-shop, e-store, Internet shop, web-shop, web-store,
online store, or virtual store evokes the physical analogy of buying products or
services at a bricks-and-mortar retailer or shopping centre. The process is called
business-to-consumer (B2C) online shopping. When a business buys from
another business it is called business-to-business (B2B) online shopping.
1979
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 y for information sending where
“many companies” were interested in, but on the backdrop of al 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.
1987
With Swreg (offshoot of CompuServe) the community of software developers

and shareware authors got an online market where they could sel 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 Zippering 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 Bozos starts first commercial-free 24 hour, internet-only radio stations.

Then Radio HK and Net Radio start broadcasting. Companies like Dell and Cisco
started u s i n g internet in all their transactions. Online auction started by eBay.
1998
United States started selling Electronic postal stamps online wherein they
could be purchased and downloaded for print.
1999
Acquisition of Business.com by e-Companies in US $7.5 million. Napster the
peer-to-peer file sharing software launches. Home decorative items started
selling on ATG Stores.
2000
The dot-com bust as we know it today wasn’t something that happened in a
day, over speculation for a period of time (approx. 1995-2000) where just the
prefix “e-” or “.com” in names could make stock prices rise at great rates. This
saw a great many companies rise and fall. Many entrepreneurs came up with
brilliant plans and most got pretty “generous” venture capitalists, most of
these firms started working on the principle “expand the market and later
profits will cover all present debts and losses.” This speculation was constantly
taking the market upwards with NASDAQ at a peak of 5132.52 points on
March 10, 2000. After this the market goes down and with them the over

speculating ones were just wiped off the market.
2002
PayPal the company which offered an alternative (through internet) to cash
or check payment was acquired by eBay for $1.5 billion. CSN Stores and Net
Shops were 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 percent in 2016 from 66
percent in 2015, due to attractive deals and aggressive marketing of ever-
expanding range of merchandise from clothes to jewellery, from electronics to
books," said a study by Assoc ham and international accounting firm Price water
house Coopers.
ONLINE SHOPPING SITES
PC Data Online issued top 20 web retailers on January 2001. The chart below
is based on PC Data Online data.
(1) Amazon. In Score (4.75) - World leader in e-commerce market recently
started operation in India, Now Indians can buy Books, CDS and Electronic
at cheaper price from Amazonian. For limited time they offering free
shipping.

Flipkart.com – Score (4.78) – Founded in 2004 with only Rs. 400000 now in 2014
tuned over 60,000 Crore company. You can not only buy books online through
Flip kart, but also mobile phones & mobile accessories, laptops, computer.
accessories, cameras, movies, music, televisions, refrigerators, air-conditioners,
washing-machines, Clothing’s, Footwear’s, Accessories, MP3 players and products
from a host of other categories. After takeover of letsbuy.com now flip kart is largest
player of e-commerce of India.
Snapdeal.com -Score (4.90) Snap deal offers everything from
local daily deals on restaurants, spas, travel to online products deals. They offer you
best price with free shipping.
(1) Paytm.com– Score (5.01) – Started with Mobile Recharge and Bill

Payment website now Pay tm selling everything from Home Decor,
Clothing, Laptops to Mobile at killer price. In very short time period Pay
tm has grown very fatly and able to place under our Top 10 Indian Shopping
Website list.
e.d
(1)E Bay. In -Score (5.02) after almost 6month of dominating at
number 1 eBay has come down at number two on India free
stuff in list. E Bay In is the Indian version of the popular online
shopping portal eBay.com – world’s online marketplace. EBay
has a diverse and passionate community of individuals and small
businesses. EBay offers used and fresh items with a wide
network of international shipping.
(1) Jabong.com:- score (5.11) Jabong Fashion & Lifestyle Store offers you
great discount on all listed product. They offer wide range of products from
Apparel to Home needs.

Myntra.com:- score (5.16) Myntra.com is leading online retailer of lifestyle
and fashion products. Myntra offers T-shirts, Shoes, watches and more at
Discounted price.
Shopclues.com:- score (5.55) - Shop clues are famous for their heavily
discounted Jaw Dropping deals. Shop clues is one of the best online stores that
offers a wide variety of cameras, Computer accessories, Mobile, Gift, Jewellery,
Cosmetics, toys, clothes, books and bag. Their Jaw Dropping deal has
become most liked deal of 2012.
(1) Pepperfry.com :- score (5.81)-Pepper fry is one of leading Indian website in
selling lifestyle products ranging from men and women’s clothing, home decor,
jewellery, perfumes and cosmetics, furniture’s, bags and accessories.
Mobiles, laptops, site, Indian, gifts, apparel, buy, online, gifts. And more,

HomeShop18 is a venture of theNetwork18 Group, India’s fastest growing
media and entertainment Group. Network18 operates India’s leading business
news television channels – CNBC TV18 and CNBC Awaaz. HomeShop18
has also launched India’s first 24 hour Home Shopping TV channel. The
company has its headquarters in Noida, UP. The website has received the ‘Best
shopping site” award from PC World Magazine in 2008.

CHAPTER-2
REVIEW OF LITERATURE

LITERATURE REVIEW:
Theory of Consumer Buying Behavior Process:
Consumer decision process carries five stages, starting with Problem recognition
and following Information search, Evaluation of alternatives, Purchase decision and
finally Post Purchase behavior. Problem recognition starts with the perception of
need and moves towards information search where consumer uses internal and
external sources to analyse given information and use that information in the next
step of evaluation of alternatives. While evaluating alternatives one assessing values
of the products by giving weights. After evaluation of alternatives consumers move
towards purchase decision where they may encounter three possibilities, from
whom to buy, when to buy and do not buy. Once they have actually made the
purchase now it comes to Post purchase behavior, whether they are satisfied or
dissatisfied with the purchase. (Kilter, 2012)
Soonyong Bae, Taesik Lee (2010) they investigates the effect of online consumer
reviews on consumer’s purchase intention. In particular, they examine whether
there are gender differences in responding to online consumer reviews. The results
show that the effect of online consumer reviews on purchase intention is stronger
for females than males. The negativity effect, that consumers are inﬂuenced by a
negative review more than by a positive review, is also found to be more evident for
females. These ﬁndings have practical implications for online sellers to guide them
to effectively use online consumer reviews to engage females in online shopping.
Isaac J. Gabriel (2007) studied online consumers’ risk perceptions and will reveal
a “cognitive map” of their attitudes and perceptions to online risks. It was
accomplished by composing a master list of online hazards and activities,
measuring current level of perceived risk, desired level of risk, and desired level of
regulation associated with them, composing a master list of online risk
characteristics, determining online risk dimensions, and revealing position of each
online hazard or activity in the factor space diagram. A factor space diagram
captures a graphical representation of the results of the factor analysis. This study is
still in progress and results are not available yet.
Guda Van Noort, M.A., Peter Kerkhof, Ph.D and Bob M. Fennis, Ph.D. (2007)
in two experiments, the impact of shopping context on consumers’ risk perceptions
and regulatory focus was examined. They predicted that individuals perceive an
online (vs. conventional) shopping environment’s more risky and that an online
shopping environment, by its risky nature, primes a prevention focus. The findings
in Study 1 demonstrate these effects by using self-report measures for risk
perception and prevention focus. In Study 2, replicated these findings and
demonstrated that the effect of an online shopping environment carries over to
behavior in a domain unrelated to shopping.
Seyed Rajab Nikhashem, Farzana Yasmin, Ahsanul Haque. (2011) Studied that
investigated peoples‟ perception of online buying tickets (e-ticketing) as well as
why some people use this facility while some who do not use it stick to the
traditional way to fulfill their needs. In addition, factors such as what inform
peoples‟ eagerness and unwillingness to use internet facilities are also examined.
The outcome of this research showed a comprehensively integrated framework that
can be utilized by policy makers and business enterprises to understand the dynamic
relationships among dimensions of perceived risk, user trustworthiness, usefulness,

familiarity and confidence. Also, this study considered how price perception and
internet security can be utilized to understand the consumers‟ perception.
Yu-Je Lee, Ching-Lin Huang, Ching-Yaw Chen The purpose of this study is to
use structural equation modeling (SEM) to explore the influence of online
bookstore consumers’ perception on their purchase intention. Through literature
review, four constructs were used to establish a causal relationship between
perception of online shopping and consumers’ purchase intention. Results of this
study show that product perception, shopping experience, and service quality have
positive and significant influence on consumers’ purchase intention, but perceived
risk has negative influence on consumers’ purchase intention, and shopping
experience is most important.
Ramin Azadavar, Darush shahbazi, and Mohammad Eghbali Teimouri. (2011)

examined the factors influencing consumers’ perception of online shopping and
developed a causal model that explains how this perception affects their online-
shopping behavior. Research found that factors like, trust, customer service,
customers’ income, price of products or services and security are more important to
encourage people to purchase online the computer related products and services. In
other side factors like product customization and price of product were not much
effective on purchasing behavior of the respondents. So high level of security in
online marketing of computer related products and services has this potential to
growth more and more to encourage people to reduce the time and cost of
transaction. Most important concern regarding to online shopping is the security of
transactions. The study intends to explore the understanding of consumer behavior
regarding to the direct and indirect influences of the perceptions of online shopping

on consumer behavior. Based on our analysis first, a factor analysis was conducted
on the student’s perception of 13 items, and three factors, “convenience, anxiety
regarding security, and “poor navigation”, were extracted. A model was created
reflecting the direct influence of these three “perception”-related factors on
behavior or their indirect influence through consumers’ attitudes.
Kanwal Gurleen. (2012) focuses on the understanding of demographic profiles of

adopters and non-adopters of online shopping. For this purpose the data from 400
respondents was collected in the form of questionnaires. The study has been
conducted in 3 cities of Punjab, a sample of urban respondents were selected from
the Jalandhar, Ludhiana and Amritsar The paper also analyses the various reasons
for adoption and non-adoption of online shopping.
Haq (2014) revealed that the perception of online shoppers is independent of their
age and gender but not independent of their qualification and income on gender.
Four key dimensions (website quality, commitment factor, customer service and
security) of online shopping are identified and more specifically, consumers’
perceptions of the customer service, commitment and web security of online
purchasing exhibit significant relationships with their online buying intention.
Ranganathan and Ganapathy (2002) identified that the website dimensions such as
purchase intention, security and privacy have greater impact on the purchase
behavior of online buyers. Minjoon, Zhilin, & Daesoo (2004) exposed six key
online retailing service quality dimensions as perceived by online customers:
reliable/prompt responses, access, ease of use, attentiveness, security, and
credibility. The results reveal that there is significantly a positive relationship
between the overall service quality and satisfaction.

Gupta and Khincha (2015) identified that time saving and cash on delivery
facilities are major factors that influence the online shopping behavior of customers
and are satisfied with online shopping. The other attributes like appropriate pricing,
responsibility, website information quality, and reliability should also be added into
the websites since people consider these variables to support their decision.
Jiradilok, Malisuwan, Madan, and Sivaraks (2014) stated that variety, website
system quality, and tangibility have no influence on purchasing intention in
customer’s decision even though the respondents were quite satisfied with these
dimensions. Yulihasri, Islam and Daud (2011) identified that ease of use,
compatible, privacy, security, normative beliefs, self-efficacy, and attitude also
influenced the customer’s buying intention on shopping online. Liao and Cheung
(2001) prove that the life content of products, transactions security, price, vendor
quality, IT education and Internet usage significantly affect the initial willingness of
consumers to shop on the internet. The factors that influenced or prevented online
consumer behaviors need to be carefully concerned by the online retailers, who can
utilize the appropriate marketing communications to support the customer’s
purchase decision making process and improve their performance (Mittal, 2013).

CHAPTER-3
RESEARCH DESIGN

RESEARCH DESIGN
Statement of Problem:
The present study concentrates on knowing the customer perception towards e
commerce websites. Knowing the customer expectation and acting upon is needy
for sustaining in this market. Overcoming the drawbacks by identifying would be
the key mantra for reaching more customers and enhancing the income of the
organization.
Objectives:
1. To know about the growing status of e- commerce in India.
2. To understand the customer awareness on e-commerce and about various
popular e-business organizations.
3. To study customer perception about various e-commerce services.
4. To measure customers rate of usage of products/services.
5. To identify the common problems prevalent in e-commerce.
6. To measure customers degree of satisfaction on e-commerce.

DATA COLLECTION PLAN
Primary Data
The primary data will be collected through structured questionnaire.
Secondary Data
Secondary data like business statistics will be collected from relevant books and
periodicals, referring to previous research studies on the same sector would be
useful. Internet surfing largely can give the background material of the industry.
Latest developments in this sector will be traced from newspapers, magazines,
industrial association and statistical reports.
Scope of the study
Knowing the pulse of the customer is basic oblige for business survival. To be
competitive and maintain the sustainability in the current competetitive
environment the companies need to produce and make it available as per the need
and requirement of the customers. Identifying the changes in customer wants and
needs would help the organization to withhold the existing customers and to
acquire new customers and expanding the operations.

The present study concentrates on identifying the customer satisfaction level
towards E - Commerce websites through structured questionnaire. The respondents
were informed about the objective of the study.
Limitation of the Study
a) The present study concentrates only selected websites of E commerce.
b) The suggestions cannot be generalized since study consists of less sample size.
c) Shortage of time is main constraint as in depth study can’t be taken up.

CHAPTER-4
COMPANY
PROFILE

1. SNAP DEAL.COM
Snap deal is an e-commerce company based in India. It is a daily deals' website
that features discount offers across lifestyle segments such as dining, health
& beauty, entertainment and travel. It also offers discounts on products like
electronics, perfumes, watches, bags, sunglasses, apparels and mobile phones.
Headquartered in Delhi, Snapdeal.com was launched in February 2 0 1 0 . The
company was founded by KunalBahl, a Wharton graduate and RohitBansal,
alumnus of IIT Delhi who are friends since school. They had agreed that after
finishing their studies and gaining required work experience, they would start a
project of their own.
Snapdeal.com serves as an advertising platform for merchants and a discount
platform for customers. For the merchants who partner with Snap deal, it is a
cost-effective channel for acquiring new customers. It also works as a risk-free
alternate marketing channel. From the merchant’s standpoint, they are passing
on the customer acquisition cost in the form of a discount offer.

PRODUCT CATEGORIES PROVIDED BY SNAPDEAL.COM
 Mobiles & Accessories.
 Men’s & Women’s Apparel.
 Watches, Bags & Accessories.
 Electronics & Cameras.
 Computers & Peripherals.
 Perfumes, Beauty & Health.
 Jewelry
 Books & Movies
 Footwear
 Home, Kitchen & Appliances
 Infants, Kids & Toys
 Sports & Hobbies
 Travel Packages
 Adventure & Entertainment.

2. AMAZON.COM
Amazon.com is an American multinational electronic commerce company with
headquarters in Seattle, Washington, United States. It is the world’s largest online
retailer. The company also produces consumer electronics - notably the Amazon
Kindle e-book reader - and is a major provider of cloud computing
services.Amazon has separate retail websites for the following countries: United
States, Canada, United Kingdom, Germany, France, Italy, Spain, Japan and
China, with international shipping to certain other countries for some of its
products. It is also expected to launch its websites in Poland, Netherlands and
Sweden.
Jeff Bozos’ incorporated the company (as Cadabra) in July 1994, and the site
went online as amazon.com in 1995. Amazon.com started as an online
bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads, software,
video games, electronics, apparel, furniture, food, toys, and jewelry. The
company was founded in 1994, spurred by what Bozos called his "regret
minimization framework", which he described as his effort to fend off regret for

not staking a claim in the Internet gold rush. The company began as an online
bookstore. While the largest brick-and-mortar bookstores and mail-order
catalogs might offer 200,000 titles, an online bookstore could sell far more.
Bozos wanted a name for his company that began with "A" so that it would
appear early in alphabetic order. He began looking through the dictionary and
settled on "Amazon" because it was a place that was "exotic and different"
and it was the river he considered the biggest in the world, as he hoped his
company would be. Since 2000, Amazon's logotype is an arrow leading from A
to Z, representing customer satisfaction. A goal was to have every product in the
alphabet.

PRODUCT CATEGORIES PROVIDED BY AMAZON.COM
 Books
 Movies, Music & Games
 Electronic & Computers
 Home, Garden & Tools
 Pet Products
 Kitchen & Dining
 Furniture & Decor
 Toy, Kids & Baby
 Clothing, Shoes & Jewelry
 Sports & Outdoors, Automotive & Industrial.

2. EBAY.COM
EBay is an American multinational internet consumer-to-consumer corporation
that manages eBay.com, an online auction and shopping website in which people
and businesses buy and sell a broad variety of goods and services worldwide.
Founded in 1995, eBay is one of the notable success stories of the dot-com
bubble; it is now a multi-billion dollar business with operations localized in over
thirty countries. EBay expanded from its original “set-time” auction format to
include "Buy It Now" standard shopping; shopping by UPC, ISBN, or other kind
of SKU; online classified advertisements; online event ticket trading; online
money transfers and other services.
The online auction website was founded as Auction Web in San Jose,
California, on September 5, 1995, by French-born Iranian-American computer

programmer Pierre Omidyar as part of a larger personal site that included,
among other things, Omidyar own tongue-in-cheek tribute to the Ebola virus.
One of the first items sold on eBay was a broken laser pointer for $14.83.
Astonished, Omidyar contacted the winning bidder to ask if he understood that the
laser pointer was broken. In his responding email, the buyer explained: "I'm a
collector of broken laser pointers."The frequently repeated story that eBay was
founded to help Omidyar fiancée trade Pez candy dispensers was fabricated
by a public relations manager in 1997 to interest the media, which were not
interested in the company's previous explanation about wanting to create a
"perfect market". This was revealed in Adam Cohen's 2002 book, The Perfect
Store, and confirmed by eBay.

PRODUCT CATEGORIES PROVIDED BY EBAY.COM
 Fashion
 Motors
 Electronics
 Collectibles & Art
 Home, Outdoors & Décor
 Entertainment
 Deals & Gifts
 Sporting Goods.

3. FLIPKART.COM
Flip kart is an Indian e-commerce company headquartered in Bangalore, Karnataka.
It was started by two IIT graduates, Sachin Bansal and Binny Bansal, in the year
2007. They were working in Amazon.com previously. Earlier, Flip kart mainly
dealt with books but now, it has expanded to electronic goods and a variety of other
products. Flip kart was founded in 2007 by Sachin Bansal and Binny Bansal, both
alumni of the Indian Institute of Technology Delhi. They worked for Amazon.com
before quitting and founding their own company. Initially they used word of mouth
marketing to popularize their company. A few months later, the company sold
its first book on flipkart.com—John Woods' Leaving Microsoft to Change the
World. Today, as per Alexia traffic rankings, Flip kart is among the top 30
Indian Web sites and has been credited with being India's largest online

bookseller with over 11 million titles on offer. Flip kart broke even in March
2010 and claims to have had at least 100% growth every quarter since its founding.
The store started with selling books and in 2010 branched out to selling CDs,
DVDs, mobile phones and accessories, cameras, computers, computer
accessories and peripherals, and in 2011 Pens & stationery, other electronic items
such as home appliances, kitchen appliances, personal care gadgets, health care
products etc.

PRODUCT CATEGORIES PROVIDED BY FLIPKART.COM
 Books
 Mobiles & Accessories
 Computers
 Gaming
 Movies & TV Shows
 Music, CDs, DVDs & Vinyl
 TV, Video & MP3 Players
 Personal & Health Care
 Home & Kitchen
 Pens & Stationary
 Fragrances

CHAPTER – 5
DATA ANALYSIS
AND
INTERPRETATION

TABLE 5.1
Table showing usage frequency of internet usage.
Criteria No. Of Respondents Percentage (%)
1-2 hours 55 55
2 - 4 hours 16 16
4 - 6 hours 17 17
6 + hours 12 12
Total 100 100
ANALYSIS:
From the above table it can be observed that 55% of the respondents use the
internet between the frequencies of 1 - 2 hours, 17% use between 4 - 6 Hours, 16%
of the respondents are using between 2 - 4 Hours and 125 of the respondents use
6+ hours per day.

Graph 5.1
Graph showing internet usage of Respondents
INTERPRETATION
From the above graph it can be inferred that major of the respondents use internet
on an average of 1 - 2 hours.

Table 5.2
Table showing the purpose of internet usage
Criteria No. of Respondents Percentage (%)

Mailing 45 45
Social Networking 25 25
Gaming 10 10
Listening Music/Watching video 5 5
Shopping 15 15
ANALYSIS:
From the above table it can be observed that 45% of the respondents use
internet for mailing , 25% use for social networking, 15% for shopping, 10% for
gaming and remaining 5% for listening music and watching video.
Graph 5.2
Graph showing the purpose of internet usage

INTERPRETATION:
From the above table it can be inferred that major respondents using internet
for the sake mailings.
Table 5.3
Table showing the experience of online shopping


Yes 60 60
No 40 40
Total 100 100
ANALYSIS:
From the above table it can be observed that 60% of the respondents bought
goods online and remaining 40% did not buy anything online.
Graph 5.3
Graph showing the experience of online shopping

120
100
80
60 No. of Respondents
Percentage (%)
40
20
0
Yes No Total
INTERPRETATION:
From the above graph it can be inferred that majority of respondents are
having experience of online purchasing.
Table 5.4
Table showing the online purchase destination

CRITERIA NO. OF Percentage (%)
RESPONDENTS
India 68 68
Other European 8 8
country
USA 14 14
China 6 6
Other 4 4
Total 100 100
ANALYSIS:
From the above table it can be observed that majority of respondents
i.e.68% of respondents purchased India made products in online shopping,14% of
respondents are purchasing USA based products,8% of respondents purchased EU
based products,6% respondents purchased China based products and remaining 4%
of respondents purchased other country based products.
Graph 5.4
Graph showing the online purchase destination

INTERPRETATION :
From the above graph it can be inferred that majority of respondents prefer
to purchase indian based products because of reknown products and easy
availability of the user feedback and accessibility.
Table 5.5
Table showing payment method in E - commerce

Options No. of Respondents Percentage (%)
Credit card 5 5
Debit card 40 40
Cash on delivery 35 35
E Wallets 20 20
Total 100 100
ANALYSIS:
From the above table it can be observed that 40% of respondents use debit
card for making payment, 35% of respondents prefer cash on delivery , 20% of
respondents prefer to pay through E - wallets and 5% use credit card.
Graph 5.5
Graph showing payment method

120
100
80
60
No. of Respondents
Percentage (%)
40
20
0
Credit card Debit card Cash on E Wallets Totals
delivery
INTERPRETATION:
From the above graph it can be inferred that Debit card and cash on delivery while
making payment in E - commerce because of the security issue.
Table 5.6
Table showing the items preferred online
Variants No. of Respondents Percentage (%)

Music/Videos 2 2
Clothes / Accessories 8 8
Sports Equipment 27 27
Electronics 63 63
Total 100 100
ANALYSIS:
From the above table it can be observed that 63% of respondents purchased
electronics items, 27% of respondents purchased, 8% of respondents purchased
Cloths and accessories and 2% of respondents purchased music and videos.
GRAPH 5.6
Graph showing the recent purchase of Respondents

INTERPRETATION:
From the above graph it can be inferred that major of the respondents
purchased electronic items through E- commerce.
Table 5.7
Table showing the respondents experience in E commerce website
Particulars No. Respondents Percentage (%)

Very Good 47 47
Average 45 45
Need to be improved 8 8
Total 100 100
ANALYSIS:
From the above table it can be observed that 47% of respondents are
satisfied with the website operations, 45% of respondents felt less satisfied and
remaining 8% are not happy with the website operations.
Graph 5.7
Graph showing the website experience of respondents

INTERPRETATION:
From the above graph it can be inferred that majority of respondents are satisfied
with the website operations.
Table 5.8
Table showing the purpose of online shopping

Criteria No. Of respondents Percentage
For personal use 55 55%

For business use 25 25%
For both personal and 20 20%
business use
Total 100 100
ANALYSIS:
From the above table it can be observed that 55% of respondents use online
shopping for personal use, 25% uses for business purpose and remaining 20% for
both.
Graph 5.8
Graph showing the Respondents purpose of online shopping

INTERPRETATION:
From the above graph it can be inferred that majority of the customers uses the
online shopping for personal level because of less cost and also less secured.
Table 5.9
Table showing the customer benefit from E – commerce


Broadens consumer choice 40 40
Encourages price transparency 23 23
Fastens business process 37 37
Do not know/ Cannot say 10 10
Total 100 100
ANALYSIS:
From the above table it can be observed that majority of respondents i.e.
40% expressed broader choice is the benefit of e commerce, 37% expressed that
fastest business, 23% expressed that it encourages price transparency and
remaining 10% are nullified.
Graph 5.9
Graph showing the customer benefit from E – commerce

INTERPRETATION:
From the above graph it can interpreted that E – commerce broaden the choices of
customer which facilitate better quality, quantity and at the best price.
Table 5.10
Table showing the response against elimination of middlemen cost

Criteria No. of respondents Percentage (%)

Agree 73 73
Disagree 21 21
Can’t say 6 6
Total 100 100
ANALYSIS:
From the above table it can be observed that 735 of respondents are expressing that
middlemen cost will be eliminated through online shopping, 21% respondents
expressed that there won’t be change between online and offline shopping and
remaining 6% expressed no idea about.
Graph 5.10
Graph showing the response against elimination of middlemen cost

120
100
80
60 No. of respondents
Percentage (%)
40
20
0
Agree Disagree Can’t say Total
INTERPRETATION:
From the above table it can be inferred that majority of respondents expressed that
through online the middlemen cost will be eliminated and the products will be
available at cheaper than offline shopping.
Table 5.11
Table showing the challenges to the implementation of e-commerce in India

Criteria No. Of Percentage (%)
respondents
Slow penetration of internet 20 20
Security concerns 27 27
Lack of trust 35 35
Consumers’ awareness level is low 15 15
Other factors 3 3
ANALYSIS:
From the above table it can be observed that 35% of respondents expressed that
people distract because of lack of trust, 27% expressed that security concern are
avoiding people to make online shopping, 20% mention the reason of slow
internet, 15% mentioned the reason of less awareness and remaining 65 mentioned
other factors.
Graph 5.11
Graph showing the challenges to the implementation of e-commerce in India

INTERPRETATION:
From the above graph it can be interpreted that lack of trust in online
shopping reducing the customers in online shopping and by providing strong
security and guarantee the online buyers can be improved.
Table 5.12
Table showing the Government of India initiation in promoting E – commerce

Criteria No. of respondents Percentage (%)

Yes 64 64
No 24 24
Can’t say 12 12
Total 100 100
ANALYSIS:
From the above table it can be observed that 64% of respondents expressing that
the government taking necessity initiation to improve E – commerce, 24%
expressing that still the efforts need to be made and 12% people neutralized.
Graph 5.12
Graph showing the Government of India initiation in promoting E –
commerce

INTERPRETATION:
From the above graph it can be inferred that the government has taken
necessary steps to improve the E – commerce trade in country but still
development need to be established

CHAPTER – 6
FINDINGS,
CONCLUSION
AND
SUGGESTIONS
FINDINGS
1. The major respondent’s internet usage limited to 1- 2 hours per day that to on a
frequent breaks.
2. The mailing is important intention of surfing.
3. The percentage of online shoppers increasing with the development of
technology.
4. Irrespective of technology globalization, still customers prefer to purchase
Indian branded products because of awareness and guarantee.
5. Debit card payment is considered as one of the safest payment since the
transaction get acknowledge.
6. Electronics items are the most purchased in online shopping.
7. Majority of online shoppers are having good opinion towards E - commerce.
8. Major of customers uses E - commerce only for personal uses.
9. Vague choices are importance cause of selection E- commerce by many users.
10. Major customer feel that E-commerce eliminates middlemen cost.
11. The income expansion is getting limited because of lack of trust.
SUGGESTIONS:
1. Since we are in the era of globalization, the connectivity of global companies
can be expanded to attract most customers toward E - commerce.

2. Increasing the opportunities for B2B trade in E- commerce can expand the
activities.
3. Improving the security measures and providing the customer safety can enhance
the E - commerce boundary.
4. Establishing the grievance handling and quick resolving model for customer
grievances can improve the trust on online shopping can expand the E - commerce
activities.
5. Technology expansion as well as creating awareness among the public can
motivate the activity of going online.
6. Avoiding fake companies and ensuring proper legal policies can enhance the
online activities in the country.
CONCLUSION

Recent demonetization process forcing the people to go for online shopping and
make payments through online banking providing better development in E -
commerce. flipping from traditional commerce practice to online shopping felt
difficult at the earlier stage but as the improvement in literacy of technology and
change in life style, the people are slowly adopting the E - commerce which will in
turn help the government to track the savings, income and expenditure of the
citizen and easy for differentiating between low, middle and high level income
group. Providing strong technology with the accessibility at a lower cost can
expand the application of E - commerce.
REFERENCES:
1. www.bvimsr.com/documents/publication/2016V8N1/04.pdf

2. searchwindevelopment.techtarget.com/definition/Internet
3. https://rationalthinking101.com/2017/03/30/the-history-of-the-internet/
4.
https://pdfs.semanticscholar.org/73ee/a23616c7ef82788b1dbe76d5ba01b1de482pd
5. http://www.jabong.com/
6. http://www.ebay.in/
7. http://www.naaptol.com/
8. http://www.voylla.com/
9. https://www.rocknshop.com/
10. http://www.welcomecure.com/
11. http://schoolguru.in/

Nisha Project

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Nisha Project

Uploaded by

Copyright:

Available Formats

“A STUDY ON CUSTOMER PERCEPTION ON E-COMMERCE WEBSITES”

“A STUDY ON CUSTOMER PERCEPTION ON E-COMMERCE

Dissertation submitted in partial fulfillment of the requirement for the

Award of the Degree

BACHELOR OF BUSINESS ADMINISTRATION

Under the guidance of

ACHARYA INSTITUTE OF GRADUATE STUDIES

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 1

CERTIFICATE BY THE GUIDE

Certified that the dissertation entitled “A STUDY ON CUSTOMER

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 2

This is to certify that dissertation titled “A STUDY ON CUSTOMER

PROJECT GUIDE PRINCIPAL

Mr. CHETHAN.S Dr. GURUNATH RAO VAIDYA

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 3

I NISHA KUMARI R hereby declare that this project entitled with “A

STUDY ON CUSTOMER PERCEPTION ON E- COMMERCE

WEBSITES” is a bonafide record originally done by me under the

guidance of Mr.Chethan.S. being submitted to Bengaluru City

University, in fulfillment of the requirement for the award of the Degree

of Bachelor of Business Administration during the 2020-2021.

Diploma or any other similar titles

Place: Bangalore NISHA KUMARI

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 4

The sense of achievement and euphoria that company’s completion of

I would like to thank Mr. Chethan.S, Assistant Professor, Acharya

I avail this opportunity to express my deep sense of gratitude to my

I would like to thank God, My parents, and my best friends.

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 5

5 DATA ANALYSIS AND INTERPRETATION

6 FINDINGS, SUGGESTIONS AND CONCLUSIONS

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 6

5.1 Table showing usage frequency of internet usage.

5.2 Table showing the purpose of internet usage

5.3 Table showing the experience of online shopping

5.4 Table showing the online purchase destination

5.5 Table showing payment method in E - commerce

5.6 Table showing the items preferred online

5.7 Table showing the respondents experience in E commerce website

5.8 Table showing the purpose of online shopping

5.9 Table showing the customer benefit from E – commerce

5.10 Table showing the response against elimination of middlemen cost

Table showing the challenges to the implementation of e-commerce in

Table showing the Government of India initiation in promoting E –

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 7

5.1 Graph showing internet usage of Respondents

5.2 Graph showing the purpose of internet usage

5.3 Graph showing the experience of online shopping

5.4 Graph showing the online purchase destination

5.5 Graph showing payment method

5.6 Graph showing the recent purchase of Respondents

5.7 Graph showing the website experience of respondents

5.8 Graph showing the Respondents purpose of online shopping

5.9 Graph showing the customer benefit from E – commerce

5.10 Graph showing the response against elimination of middlemen cost

Graph showing the challenges to the implementation of e-commerce in

Graph showing the Government of India initiation in promoting E –

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 8

ACHARYA INSTITUTE OF GRADUATE STUDIES Page 9

customers’. A great variety of products and services of different brands can be

accessed and compared quickly, easily on a click of mouse in online shopping.

access of large source of information in online shopping helps customers’ to make

customized purchase decision based on comparative prices, product features and

after sale services offered by competitive marketers. In the emerging global