PROJECT

CHAPTER 1
INTRODUCTION

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INTRODUCTION

Online shopping is the process whereby consumers directly buy goods,

services etc. from a seller interactively in real-time without an intermediary
service over the internet. Online shopping is the process of buying goods
and services from merchants who sell on the Internet. Since the emergence
of the World Wide Web, merchants have sought to sell their products to
people who surf the Internet. Shoppers can visit web stores from the
comfort of their homes and shop as they sit in front of the computer.
Consumers buy a variety of items from online stores.
Nowadays, online shopping is a fast growing phenomenon. Growing
numbers of consumers shop online to purchase goods and services, gather
product information or even browse for enjoyment. Online shopping
environment are therefore playing an increasing role in the overall
relationship between markets and their consumers (look et al., 2008). That
is, consumer-purchases are mainly based on the cyberspace appearance such
as pictures, image, quality information, and video clips of the product, not
on the actual experience. As the internet has now become a truly global
phenomenon, the number of internet users worldwide is expected to reach
1.8 billion by 2010 according to the survey of clickz stats, this growing and
diverse internet population means the people having diverse taste and
purposes are now going to web for information and to buy products and
services.
The wide use of internet and the rapid growth of technology have created a
new market for both the customers and business. Now day’s internet is not
just another medium to get in touch with customers, but it is an important
channel to find potential customers as well as channel to continue
relationship with existing customers.
Essentially, the idea of online shopping is to lead customers to a convenient
way of shopping. Customers will be able to save their time and money, plus
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retrieve all the product information with just few clicks in few minutes.
Plus, purchasing can be done anywhere, anytime according to their
preferences.
The consumer only has a limited amount of information concerning the product,
which is provided by the trader on the website, moreover he/she cannot physically
check or try the product, whether the actual characteristics are matching the stated
ones referred to on the website or not, and its quality is the same as expected.
In short, online shopping is a current phenomenon which has developed a
great importance in the modern business environment. The evolution of online
shopping has opened the door of opportunity to exploit and provide a competitive
advantage over firms. Online shopping brings optimum convenience to the
consumers.

STATEMENT OF THE PROBLEM

The growing no. of internet user in India provides a bright prospect for online
shopping. If E-marketers know the key factors affecting behavior of customers and
its relationship then they can formulate their marketing strategies to convert
potential customers into loyal ones and retaining existing online customers. This
researcher paper highlights on factors which online Indian customers keep in mind
while shopping. After completion of study Researchers found that cognition, sensed
usefulness, comfort of use; sensed enjoyment and security are the five components
which affect consumer perceptions about online purchasing.

NEED OF THE STUDY

Internet has changed the way consumers purchase goods and services at the same
time many companies have started using the Internet with the objective of cutting
marketing costs, thereby reducing the price of their product and service in order to
stay ahead in highly competitive markets.

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SCOPE OF THE STUDY

The main aim of this study is to find out the online buying behavior among youth.
People are now buying everything such as apparel, electronics, books and cosmetics
from online stores. Convenience, variety and discounts seemed to be the common
denominator when online shoppers were asked where online shopping scored over its
traditional counterpart.

OBJECTIVES OF THE STUDY

Primary Objective

 To find out the satisfaction level of the customer for online purchase.

Secondary Objective
 To know the specific reasons for which purpose customers purchase in
online.
 To find out the consumers’ satisfaction level for services provided by
the online shopping.
 To study the risk related to online shopping
 To know the future scope of online shopping.

LIMITATIONS OF THE STUDY

 The time available for the study was limited
 Questionnaire was used to collect data. Complete information relating to the
subject might have not been covered.
 The sample size is limited to 100, the result cannot be generalized.
 Personal bias of researcher.
 Respondents may not feel encouraged to provide accurate, honest answers.
 Respondents may not feel comfortable providing answers that present themselves
in an unfavorable manner.

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 Respondents may not fully aware of their reasons for any given answer because of
lack of memory on the subject, or even boredom.

CHAPTER-2
REVIEW OF LITERATURE AND
THEORETICAL REVIEW

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REVIEW OF LITERATURE
The typical Internet user of the twentieth century is young, professional, and affluent
with higher levels of income and higher education (Palumbo and Herbig,1998).
They value time more than money which automatically makes the working
population and dual-income or single-parent households with time constraints
better candidates to be targeted by non-store retailers (Burke, 1997).
Actually, both demographics and personality variables such as opinion
leadership or risk evasiveness are very important factors that are considered in
studies trying to determine the antecedents of Internet purchases (Kwak et al.,
2002). Confirmatory work shows that income and purchasing power have
consistently been found to affect consumers’ propensity to shift from brick-and-mortar
to virtual shops (Co-mor, 2000)

Internet usage history and intensity also affect online shopping

potential.Consumers with longer histories of Internet usage, educated and equipped
with betterskills and perceptions of the Web environment have significantly higher
intensities ofonline shopping experiences and are better candidates to be
captured in the well-known concept of flow in the cyber world (Sisk, 2000;
Hoffman and Novak, 1996;Liao and Cheung, 2001).

Those consumers using the Internet for a longer time from various locations and for a
higher variety of ser-vices are considered to be more active users (Emmanouilides
and Hammond, 2000)

As Bellman et al. (1999) mention, demographics are not so important in

determining online purchasing potential. Whether the consumer has a wired
lifestyle and the time constraints the person has are much more influential. Risk
taking 14propensity is also a powerful factor. E-shoppers have higher risk
taking tendencies.

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Consumers with high levels of privacy and security concerns have lower
purchasing rates in online markets but they balance this characteristic with their
quest for making use of the information advantage of the environment.
(Kwak et al., 2002; Miyazakiand Fernandez, 2001)

The lists of factors having a positive or negative impact on consumers’

propensity to shop do not seem to be very different from the considerations
encountered in offline environments. However, the sensitivities individuals
display for each variable might be very different in online marketplaces.

Many studies frequently mention that there isa vast amount of window shopping
taking place online but the number or the rate ofsurfers who turn into purchasers
or regular buyers are very low (Mayer, 2002; Betts,2001; Oliver, 1999).

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THEORETICAL FRAMEWORK
Online shopping is a form of electronic commerce which allows consumers to
directly buy goods or services from a seller over the Internet using a web
browser. Consumers find a product of interest by visiting the website of the
retailer directly or by searching among alternative vendors using a shopping
search engine, which displays the same product's availability and pricing at
different e-retailers. As of 2016, customers can shop online using a range of
different computers and devices, including desktop computers, laptops, tablet
computers and smart phones. An online shop evokes the physical analogy of
buying products or services at a regular "bricks-and-mortar" retailer or shopping
center; the process is called business-to-consumer (B2C) online shopping.
When an online store is set up to enable businesses to buy from another
businesses, the process is called business-to-business (B2B) online shopping. A
typical online store enables the customer to browse the firm's range of products
and services, view photos or images of the products, along with information
about the product specifications, features and prices.Online stores typically
enable shoppers to use "search" features to find specific models, brands or
items. Online customers must have access to the Internet and a valid method of
payment in order to complete a transaction, such as a credit card, an Interac-
enabled debit card, or a service such as PayPal. For physical products (e.g.,
paperback books or clothes), the e-tailer ships the products to the customer; for
digital products, such as digital audio files of songs or software, the e-tailer
typically sends the file to the customer over the Internet. The largest of these
online retailing corporations are Alibaba, Amazon.com, and eBay.

History of online shopping

One of the earliest forms of trade conducted online was IBM's online
transaction processing (OLTP) developed in the 1960s and it allowed the
processing of financial transactions in real-time.[2] The computerized ticket

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reservation system developed for American Airlines called Semi-Automatic

Business Research Environment (SABRE) was one of its applications. Here,
computer terminals located in different travel agencies were linked to a large
IBM mainframe computer, which processed transactions simultaneously and
coordinated them so that all travel agents had access to the same information at
the same time.[2]The emergence of online shopping as we know today
developed with the emergence of the Internet.[3] Initially, this platform only
functioned as an advertising tool for companies, providing information about its
products. It quickly moved on from this simple utility to actual online shopping
transaction due to the development of interactive Web pages and secure
transmissions.[4] Specifically, the growth of the internet as a secure shopping
channel has developed since 1994, with the first sales of Sting album 'Ten
Summoner's Tales'.[5] Wine, chocolates, and flowers soon followed and were
among the pioneering retail categories which fueled the growth of online
shopping. Researchers found that having products that are appropriate for e-
commerce was a key indicator of Internet success.[6] Many of these products
did well as they are generic products which shoppers did not need to touch and
feel in order to buy. But also importantly, in the early days, there were few
shoppers online and they were from a narrow segment: affluent, male, 30+.
Online shopping has come along way since these early days and -in the UK-
accounts for significant percents.

Growth in online shoppers

As the revenues from online sales continued to grow significantly researchers
identified different types of online shoppers, Rohm & Swaninathan[7] identified
four categories and named them "convenience shoppers, variety seekers,
balanced buyers, and store-oriented shoppers". They focused on shopping
motivations and found that the variety of products available and the perceived
convenience of the buying online experience were significant motivating

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factors. This was different for offline shoppers, who were more motivated by
time saving and recreational motives.

Customers Online
Customers must have access to the Internet and a valid method of payment in
order to complete a transaction. Generally, higher levels of education and
personal income correspond to more favorable perceptions of shopping online.
Increased exposure to technology also increases the probability of developing
favorable attitudes towards new shopping channels.

Customer buying behaviour in digital environment

The marketing around the digital environment, customer's buying behaviour
may not be influenced and controlled by the brand and firm, when they make a
buying decision that might concern the interactions with search engine,
recommendations, online reviews and other information. With the quickly
separate of the digital devices environment, people are more likely to use their
mobile phones, computers, tablets and other digital devices to gather
information. In other words, the digital environment has a growing effect on
consumer's mind and buying behaviour. In an online shopping environment,
interactive decision may have an influence on aid customer decision making.
Each customer is becoming more interactive, and though online reviews
customers can influence other potential buyers' behaviors.

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The introduction and implementation of internet technologies has created new market
for manufactures and service providers and also has provided new arena for
innovative marketing strategies by the professionals. There are various reasons for
shifting the customers buying patterns towards online retail shops. The facility of
comparing your product with competitive products on the basis of price, color, size
and quality is one of the biggest benefits of online shopping. Moreover the product
remains at its place even you purchase it. The other popular names of online shopping
are virtual store, e-shop, internet shop, web- store and online storefront etc.

The increasing consumer base, principally of youth, is playing a significant

role in the online shopping. The shopper can buy the product from wherever he wants.
Because of wide communication network e-commerce has become the new mediator
between the companies /manufactures and their customers. Companies are using the
internet to put across and commune the information. Simultaneously it helps the
companies to give an idea about their products and instantly getting the feedback of
customer’s fulfillment to get stimulated turn over for future.

The factors that affect online shopping are the following:

 Convenience
 Better product selection
 Useful delivery mode
 Easiness of availability
 Variety of products
 Saves time
 Wider chance
 Comparison of price
 Consistency between advertised price and site price
 More offers available
 Ease in merchandise cancellation

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PAYMENT

Online shoppers commonly use a credit card or a Payment account in order to make
payments. However, some system enables users, to create accounts and pay by
alternative means, such as:
 Billing to mobile phones
 Cash on delivery
 Cheque
 Debit card
 Direct debit
 Electronic money
 Gift cards
 Postal money order
 Delivery on payment
 Invoice
 Crypto currencies
 Bit coin

Some online shops will not accept international credit cards. Some require
both the purchaser’s billing and shipping address to be in the same country as the
online shop’s base of operation. Other online shops allow customers from any country
to sent gifts anywhere.
Once a payment has been accepted, the goods or services can be delivered in the
following ways for physical items:
 Shipping
 Drop shipping
 In-store pick-up
 Digital distribution
 E-mailing for items such as admission tickets
 Will call, COBO, at the door pickup

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FUTURE SCOPE OF ONLINE SHOPPING

Electronic commerce is more than just buying and selling products online. It
also includes the entire online process of developing, marketing, selling, delivering,
servicing and paying for products and services. India has shown tremendous growth in
e-commerce segment.
A recent report by Morgan Stanley projected that by the year 2020, India will
have almost 320 million online shoppers. That’s 4 times more than the estimated 80
million shoppers we had back in 2016. The current estimated value of the Indian retail
sector is about $300 billion and is expected to reach $1.3 trillion by 2020, on the back
of factors like rising incomes and life style changes by middle class and increased
digital connectivity. While the overall retail market is expected to grow at 12% per
annum, modern trade would expand twice as fast at 20% per annum and traditional
trade at 10%. Factors driving the organized retail sector include the following:
 Higher income driving the purchase of essential and non essential products.
 Evolving consumption patterns of Indian customers.
 New technology and life style trends creating replacement demand.

ADVANTAGES OF ONLINE SHOPPING

 Save time: with just couple of clicks of the mouse, you can purchase your
shopping orders and instantly move to other important things, which can save time.
 Save fuel: one of the advantages of online shopping is that there is no need for
vehicles, so no purchase of fuel necessary.
 Save energy: in online shopping, you do not need to waste your precious energy
when buying.
 Comparison of prices: the advanced innovation of search engine allows you to
easy check prices and compare with just a few clicks.
 24/7 availability: online shopping stores open round the clock of 24/7 hours.
 No waiting in lines: when buying through online, there are no long lines to you
endure.

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 Too ashamed to buy: in online shopping, you do not need to be ashamed; your
online transactions are basically done privately.
 Easy to search products you want to buy: it is easy to product anything you
want through online. And in addition it is easy to determine whether the products
are available or out of stock.

DISADVANTAGES
 Personally check the item: there is no scope to check the product personally
at online shopping.
 Diminished instant satisfaction: unlike buying at retail stores, you are able to
use the product instantly after you buy it, which can be satisfying. In online
shopping the instant satisfaction is not possible because, there take time to get
the product that we purchased.
 Lack of interactivity: in online shopping there is no interaction between buyer
and the seller.
 Frauds in online buying: Some time customers who are hitch in the online
frauds.
SHOPPING SITES
 www.amazon.com
 www.flipkart.com
 www.myntra.com
 www.snapdeal.com
 www.ebay.com
 www.bestbuy.com
 www.redbus.in
 www.naptol.com
 www.shop.com
 www.target.com
 www.paytm.com
 www.jabong.com
 www.khadiindia.com

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WORKING OF E- SHOPPING
1. Web hosting: the foundation of a good online store is a good web server to
host it on. Some shopping carts come packaged with a specific hosting provider
or product. Others, such as shop site, can run on a variety of web servers and
are offered by a wide range of hosting providers.
2. Merchant interface: the merchant interface is the tool you use to manage your
online stores. It’s what you use to set up and use all the other tools. It’s more
important to have a usable merchant interface than having a fancy looking
complex interface.
3. Product catalog: it is the part of online store where want to invest the majority
of time and effort. Like printed catalog, online catalog consists of products and
pages. The pages are also one of the main ways to present product information
to customers.
4. Shopping cart: shopping cart is what customers will use to place orders.
Customers add the products they want to purchase to the cart provide
information about shipping and payment then submit the order.
5. Payment processing: accepting payments is the back bone of any online store;
without it, customers can’t place orders. Online payment process is used for
payment method.
6. Shipping: once get an order, need to gather the products, prepare them for
shipping, then send them to the customers.
7. Tax calculation: calculating, collecting and paying appropriate sales tax is
another part of your online that need to consider.
Advertising: drawing customers to web site is a critical part of any online store, and
good shopping cart software includes features to help with the task. One key element
of advertising an online store is making sure it shows up in the popular
ONLINE SHOPPING HURDLES
Online shopping problems were in two categories; general problems and after
sales problems. Online shopping problems are great barriers to the online purchase
intention of customers. General problems includes possibility of having credit card

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data intercepted, the difficulty to confirm reliability of the provided products and the
possibility to buy that it would not value as much as customer pay for it. After sales
problems, involved difficulty to change defective product with a new one and
products guarantee are not assured. Online shopping has various disadvantages as
compared to shopping at a physical shop.
 Lack of touch and feel merchandise.
 There is delivery time.
 Shipping charges.
 Lack of close quality examination.
 Security concerns.
 Privacy concerns.
 Lack of personal attention from a sales man.
 Unable to try the merchandise on.
 More chance to encounter fraud.
 More chances for mistakes in ordering the wrong item.
 Verification of credit owner less rigorous.

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CHAPTER- 3
RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY
For this study exploratory research has been used. Exploratory research
means there are certain studies for which comprehensive or in-depth analysis or
investigation is required to drive solution for problems. This method is adopted
when the results are not obtained on observation basis.

On observation basis the results could not be obtained so the respondents

were approached through face to face communication.

SOURCES OF DATA

Both primary and secondary sources are used for data collection.

Primary Data:

Primary data is collected from 50 peoples in Perinthalmanna Locality

through questionnaires.

Secondary Data:

Secondary data is collected from the company records, books, journals,

website etc...

RESEARCH DESIGN

Descriptive research and analytical research design is used in the study.

 Descriptive Research

Research method that describes the characteristic of the population of

phenomenon that is being steadied .

SAMPLE DESIGN

A sample design is the theoretical basis and the practical. It is mean by we inter,
characteristics of some population by generalizing from the characteristics of
relativity few of the units comparison population.

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POPULATION

Population or universe is the aggregate of all unit possessing certain specified

characteristics on which the sample seeks to draw inference.

SAMPLE SIZE

The survey is conducted among 50 peoples of Perinthalmanna Municipality.

SAMPLING DESIGN
It is the incumbent on the researcher to clearly define the target population.
It is the procedure for selecting sample members from a population.
This study is completed by choosing convenience sampling, a non-probability
sampling technique where the subjects are selected because of their convenient
accessibility and proximity to the researcher.

TOOLS OF THE STUDY

1. DIAGRAM

Diagrams are used when aggregate and division to be shown together. The
aggregate is shown by means of a circle and the sectors of a circle.
2. TABLES

The collected data were coded, edited, tabulated and presented in the form
of tables.
3. PERCENTAGE ANALYSIS

This is the simplest way to present different types of data. In this method,
we can found out the percentage of single data with to total.

DURATION OF STUDY

The study was conducted for a period of 21 days

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CHAPTER -4
DATA ANALYSIS AND
INTERPRETATION

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TABLE 4:1 SHOWING KNOWLEDGE ABOUT

ONLINE SHOPPING

Knowledge about online shopping No. %

Yes 96 96

No 4 4
Total 100 100

DIAGRAM 4:1 SHOWING KNOWLEDGE

ABOUT ONLINE SHOPPING

Yes
No

96

Interpretation

The above diagram shows that 96% of respondents have well knowledge about
online shopping and 4% of respondents have little knowledge.

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TABLE 4:2 SHOWING PREFERENCE ABOUT

TRADITIONAL AND ONLINE SHOPPING

Preference No. %

Online shopping 76 76

Traditional shopping 24 24
Total 100 100

DIAGRAM 4:2 SHOWING PREFERENCE ABOUT

TRADITIONAL AND ONLINE SHOPPING

80

70

60

50

40 76

30

20
24
10

0
Online shopping Traditional shopping

Interpretation

It reveals that 76% of customers give priority to online shopping and 24% of
customers give priority to traditional shopping.

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TABLE 4:3 SHOWING ONLINE STORE

Website No. %

Flipkart 62 62

Amazon 18 18
Myntra 16 16
Others 4 4
100 100

DIAGRAM 4:3 SHOWING ONLINE STORE

70 62

60

50

40

30
18
16
20

4
10

0
Flipkart Amazon Myntra Others

Interpretation

It shows that 62% of customers choose the website Flipkart, 18% of customers
choose Amazon, 16% of customers choose Myntra and 4% of customers choose other
online stores.

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TABLE 4:4 SHOWING TYPE OF PRODUCT

Product No. %
Electronics 20 20
Books 14 14
Clothing and accessories 40 40
Home appliances 10 10
Others 16 16
Total 100 100

DIAGRAM 4:4 SHOWING TYPE OF PRODUCT

16
20

10 Electronics
Books
Clothing, accessories
14 Home appliances
Others

40

Interpretation

From the above diagram we can understand that 40% of customers buy clothing
and accessories, 20% of customers buy electronics, 14% of customers buy books, 10%
of customers buy home appliances and 16% of customers buy other type of products
through online.

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TABLE 4:5 SHOWING BRAND AWARENESS

Awareness No. %

Branded 70 70

Un branded 30 30

Total 100 100

DIAGRAM 4:5 SHOWING BRAND AWARENESS

30

Branded
Un branded

70

Interpretation

From the above diagram we can conclude that 70% of customers prefer branded
products and 30% of customers prefer un branded products.

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TABLE 4:6 SHOWING SPENDING STATUS

Spending status No. %

Below-1000 34 34

1000-5000 48 48

5000-9000 8 8
9000-Above 10 10
Total 100 100

DIAGRAM 4:6 SHOWING SPENDING STATUS

50

45

40

35

30
48
25

20 34

15

10
8 10
5

0
Below-1000 1000-5000 5000-9000 9000-Above

Interpretation

From the above diagram we can conclude that 34% of customers are spend for
online shopping below 1000 Rs, 48% of customers are spend1000-5000 Rs, 8% of
customers are spend 5000-9000 Rs and 10% of customers spend 9000-Above Rs for
online shopping.

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TABLE 4:7 SHOWING REASON FOR

PREFERING ONLINE SHOPPING

Reasons No. %
Low price 40 40
Better service 24 24
Easiness of availability 28 28
Others 8 8
Total 100 100

DIAGRAM 4:7 SHOWING REASON FOR PREFERING ONLINE SHOPPING

40

40

35 28
30 24

25

20

15 8
10

0
Low price Better service Easiness of availability Others

Interpretation

From the above diagram we can conclude that 40% of customers prefer online
shopping due to low price, 24% of customers prefer due to better service, 28% of
customers prefer due to easiness of availability and remaining 8% of customers prefer
online stores due to other reasons.

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TABLE 4:8 SHOWING OPINION ABOUT

TIMELY DELIVERY

Ensuring timely delivery No. %

Yes 88 88

No 12 12

Total 100 100

DIAGRAM 4:8 SHOWING OPINION

ABOUT TIMELY DELIVERY

100

90 88

80

70

60

50

40

30

20
12
10

0
No Yes

Interpretation

It clear that 88% of customers mention that online shopping ensures timely
delivery of product and 12% of customers mention that online shopping does not
ensure timely delivery.

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TABLE 4:9 SHOWING THE QUALITY OF

PRODUCT

Quality No. %
Excellent 32 32
Good 28 28
Average 36 36
Poor 4 4
Total 100 100

DIAGRAM 4:9 SHOWING THE QUALITY OF

PRODUCT

4 32

36

Excellent
Good
Average
Poor

28

Interpretation

From the above diagram we can conclude that 32% of customers consider online
products have excellent quality,28% of customers consider online products have good
quality, 36% of customers consider online products have average quality and 4% of
customers consider online products have poor quality.

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TABLE 4:10 SHOWING OPINION ABOUT

GETTING CASH REIMBURSEMENT

Opinion No. %

Yes 80 80

No 20 20
Total 100 100

DIAGRAM 4:10 SHOWING OPINION ABOUT

GETTING CASH REIMBURSEMENT

20

Yes
No

80

Interpretation

From the above diagram is clear that 80% of online customers agree that they get
cash reimbursement and 20% of customers do not agree upon cash reimbursement
getting through online buying.

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TABLE 4:11 SHOWING REPAYMENT OF MONEY

Repayment of money No. %

Within 5 days 30 30
Within10 days 18 18
Within 15 days 22 22
Within 1 month and above 30 30
Total 100 100

DIAGRAM 4:11 SHOWING REPAYMENT OF MONEY

30
30
30
25
22
20 18
15

10

Interpretation

From the above diagram we can conclude that 30% of customers say that within
5 days cash is repaid by online shoppers,18% of customers say within 10 days they
repaid money,22% of customers say that within 15 days they repaid money and 30%
of customers say that within 1 month or more takes to repay money.

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TABLE 4:12 SHOWING PAYMENT MODE

Payment mode No. %

Cash on delivery 66 66

Online payment 24 24
EMI 6 6
Others 4 4
Total 100 100

4:12 SHOWING PAYMENT MODE

4
Others

6
EMI

24
Online payment

66
Cash on delivery

0 10 20 30 40 50 60 70

Interpretation

It reveals that 66% of customers pay by cash on delivery, 24% of customers pay
by online payment, 6% of customers pay EMI and 4% of customers pay by other
methods.

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TABLE 4:13 SHOWING CUSTOMER’S RELIABILITY IN ONLINE

SHOPPING

Reliability No. %
Yes 86 86
No 14 14
Total 100 100

DIAGRAM 4:13 SHOWING CUSTOMER’S RELIABILITY IN ONLINE

SHOPPING

86
90

80

70

60

50

40

30

20 14

10

0
Yes No

Interpretation

From the above diagram clear that 86% of customers think that online shopping
is reliable and 14% of customers do not trust it.

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TABLE 4:14 SHOWING BRAND SELECTION

OF CUSTOMERS

Brand name No. %

Puma 18 18
Adidas 36 36
Nike 18 18
Others 28 28
Total 100 100

DIAGRAM 4:14 SHOWING BRAND SELECTION

OF CUSTOMERS

40
36
35

30 28

25

20 18 18

15

10

0
Puma Adidas Nike Others

Interpretation

It reveals that 18% of customers select Puma products for online shopping, 36%
of customers select Adidas products,18% of customers select Nike products and 28%
of customers select other brands for online shopping.

TABLE 4:15 SHOWING TYPE OF DELIVERY

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Type of delivery No. %

Home delivery 68 68

Post office 18 18
Others 14 14
Total 100 100

DIAGRAM 4:15 SHOWING TYPE OF DELIVERY

68
70

60

50

40

30
18
14
20

10

0
Home delivery Post office Others

Interpretation

From the above diagram we can conclude that 68% of customers use Home
delivery for online shopping, 18% of customers use post office delivery and 14% of
customers say that products are delivered by other methods.

TABLE 4:16 SHOWING WHEN STARTED

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ONLINE SHOPPING

Starting No. %

Below 1 year 42 42
1-3 years 24 24
3-5 years 20 20
Above 5 years 14 14
Total 100 100

DIAGRAM 4:16 SHOWING WHEN STARTED

ONLINE SHOPPING

45
42
40

35

30

25 24
20
20

15 14

10

0
Below 1 year 1-3 years 3-5 years Above 5 year

Interpretation

From the above diagram reveals that 42% of customers started online buying
within 1 year, 24% of customers started between 1-3 years, 20% of customers started
between 3-5 years and 14% of customers started online buying above 5 years ago.

TABLE 4:17 SHOWING FUTURE SCOPE OF

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ONLINE SHOPPING

Future scope No. %

Yes 96 96

No 4 4
Total 100 100

DIAGRAM 4:17 SHOWING FUTURE SCOPE OF

ONLINE SHOPPING

120

100 96

80

60
Sales

40

20

4
0
Yes No

Interpretation

It clear that 96% of customers agree that there is a future scope of online
shopping and 4% of customers does not agree to the future scope of online buying.

TABLE 4:18 SHOWING NEED OF MIDDLE MAN

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Prefer middle man No. %

Yes 72 72
No 28 28
Total 100 100

DIAGRAM 4:18 SHOWING NEED OF MIDDLE MAN

80 72
70
60
50
40
30 28

20
10
0
Yes
No

Interpretation

From the above diagram we can conclude that 72% of customers prefer middle
man in online shopping and 28% of customers do not need middle man when online
buying.

TABLE 4:19 SHOWING THE OPINION ABOUT GETTING CORRECT

ORDERED PRODUCT

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Opinion No %

Yes 88 88

No 12 12
Total 100 100

DIAGRAM 4:19 SHOWING THE OPINION ABOUT GETTING CORRECT

ORDERED PRODUCT

90

80

70

60

50 88

40

30

20

10 12

0
Yes No

Interpretation

It clear that 88% of customers have the opinion that they get the correct ordered
product when buying through online and 12% of customers oppose that.

TABLE 4:20 SHOWING USERS OF ONLINE SHOPPING

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Users No. %

Children 10 10

Youngsters 48 48

Middle aged people 40 40

Old 2 2
Total 100 100

DIAGRAM 4:20 SHOWING USERS OF ONLINE SHOPPING

60

50 48

40
40

30
Sales

20

10
10

2
0
Children Youngsters Middle age Old

Interpretation

From the above table we can conclude that 10% of online customers are
children, 48% of online customers are youngsters, 40% of online customers are
middle age and2% of online customers is old.

TABLE 4:21 SHOWING OPINION ABOUT GETTING CORRECT DESIGN

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Opinion No. %

Yes 78 78

No 22 22

Total 100 100

DIAGRAM 4:21 SHOWING OPINION ABOUT GETTING CORRECT

DESIGN
78
80

70

60

50

40

30
22
20

10

0
Yes
No

Interpretation

It reveals that 78% of customer’s opinion that they get the correct design as ordered
and 22% of customers does not get the correct design of product.

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CHAPTER-5
FINDINGS, SUGGESTIONS
AND CONCLUSION

FINDINGS

 Majority of respondents have the knowledge about online buying.

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 Flipkart and Amazon are the most preferred online store for shopping
compared with other stores.
 Clothing, accessories and electronics are the most buying product through
online.
 Customers are demanded for branded products.
 Majority of respondents agree that products are meets average quality.
 The low price of products is the main reason for preferring online purchase.
 Majority of customers agree that online shopping ensures timely delivery.
 Most of customers prefer online shopping than traditional shopping.
 Majority of customers says that there is getting cash reimbursement, if they
return the product.
 Within 5 days or 1 month and above takes to get the repaid money.
 From the study we can understand that online shopping is trustable.
 Majority of customers choose cash on delivery method for payment of
consideration.
 Majority of customers choose the home delivery for purchase the product.
 Most of customers started online buying since below one year.
 Majority of customers agree that there is a future scope for online buying.
 Youngsters and middle aged people are the main users of online shopping.
 Most of people are get the knowledge about online shopping from internet.
 Women are not much interested to buy through online.
 Men are interested to buy through online.

 Majority of customers agree that they get the correct design and correct ordered
product while online shopping.
 Customers are preferred to the service from middle man.
 Adidas is the most preferred brand for customers.
 Most of customers need average cost of products from online.

SUGGESTIONS

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 Customers should be educated on online shopping procedures with proper steps

to be following while online shopping.
 Transactions should be safe and proper security should be assured to the people
making online purchase.
 Government should play a pivotal role in encouraging online shopping.
 Convenience, accessibility, scope, attraction, reliability, experience and clarity
are the important factors considered by the online shopper.
 E-marketers must give a thought to secure, time saving, information about
product and services factors when they design the online product strategy.
 E-marketers want to make awareness among people all over the world to
improve the online shopping.
 There want to invent new efficient and effective technologies for to improve
online shopping.
 Make all type of products in variety of models want available at any time in
online shops.
 Online shops want to ensure the quality of products all the time.
 Government wants to make a good relationship between online shopping and
traditional shopping
 E-shoppers have chosen a best method for fast delivery of purchased products.
 Provide more services before and after purchase.
 Online marketers should take conscious efforts to reduce the complexities of
online shopping.
 Usage of internet includes the customer’s purchase as well as the customer
intention to secure for product related information while experiencing the new
technology.
 Banking should promote debit card, credit card and online banking facility for
online shopping.
 The vendors and service providers should avoid hidden charges. This will help
to avoid increase in price of product.
 Website design and quality creates a positive impact on online shopping
satisfaction. So the vendor companies should concentrate more on the
designing part of the websites.
 Online sellers should use techniques such as money back guarantee, better after
sales service, replacement of damaged products, 24*7 customer complaint
receiving cell etc. to boost confidence in the mind of consumers.
 To boost the confidence of the existing and new online shoppers, government
should provide adequate legal frame work to ensure stringent measures are
taken against people who indulge in online fraud.

CONCLUSION

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In the report an overall review of online customers among youth is attempted.

The study was focused on analyzing the buying behavior among youth in mankada
locality. In the introduction chapter, we discussed about the history and general back
ground of online shopping. In the second chapter we discussed about the factors
influencing online shopping, future scope, advantages and disadvantages of online
shopping in brief. The third chapter discussed about the profile of customers selected
for this study and the fourth chapter reveals the analysis and interpretation of the
collected data with support of various types of diagrams.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

BOOKS

 Bellman, S., Lohse, G., Johnson, E.J., “Predictors of Online Buying Behavior”,
Association for Computing Machinery.
 Deepali “Study on Growth of online Shopping in India “, Journal of Computer
Science and Information Technology.
 Zorayda Ruth B. Andam “E-commerce and E-business”.
 Li, N., and Zhang, P., “ Consumer Online Shopping Attitudes and Behavior:
An Assessment of Research

WEBSITES

 www.wikipedia.org
 www.google.com
 www.ETRetail.com
 www.flipkart.com

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APPENDIX

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“A STUDY ON CONSUMER SATISFACTION IN ONLINE SHOPPING”

QUESTIONNAIRE

1. Name:

2. Gender:

a) Male b) Female

3. Age group:

a) 14-18 yrs b) 18-22 yrs

c) 22-26 yrs

4. Educational qualification:

a) SSLC b) Higher secondary

c) Degree d) Others

5. Source of money:

a) Job b) Pocket money

c) Others

6. Are you heard about online buying?

a) Yes b) No

7. Will you prefer online shopping or traditional shopping?

a) Online shopping b) Traditional shopping

8. Mostly chosen online store for online buying

a) Flipkart b) Amazon

c) Myntra d) Others

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9. Which type of product you buy mostly through online

a) Electronics b) Books

c) Clothing accessories d) Home appliances

e) Others

10. Do you prefer branded or unbranded products?

a) Branded b) Unbranded

11. How much do you spend per month for online buying?

a) Below-1000 b) 1000-5000

C) 5000-9000 d) 9000- Above

12. Reasons for preferring online buying

a) Low price b) Better service

c) Easiness of available d) others

13. Does the product ensures timely delivery

a) Yes b) No

14. Did the online purchased products meet the expected quality?

a) Excellent b) Good

c) Average d) Poor

15. Is cash imbursement getting or not

a) Yes b) No

16. Within how many days you get the repaid money

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a) Within 5 days b) Within 10 days

c) Within 15 days d) Within 1 month or above

17. Which payment mode do you prefer when online shopping?

a) Cash on delivery b) Online payment

c) EMI b) Others

18. Online shopping reliable or not

a) Yes b) No

19. Type of delivery you choose mostly

a) Home delivery b) Post office

c) Others

20. When did you start buying through online?

a) Below 1 year b) 1-3 years

c) 3-5 years d) above 5 years

21. Is there any future scope in online shopping?

a) Yes b) No

22. Do you prefer a middle man in online shopping?

a) Yes b) No

23. Did you get the correct ordered product?

a) Yes b) No

REMARKS:

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