“A STUDY TO ANALYZE THE CUSTOMER PERCEPTION

TOWARDS ONLINE SHOPPING DURING COVID -19 PERIOD

AMONG YOUTH IN THRISSUR DISTRICT ”

Project Report submitted to

CHRIST COLLEGE (AUTONOMOUS) IRINJALAKUDA

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

GAYATHRI S KUMAR
(CCASBCM005)

Under the supervision of

Prof. JEBIN K DAVIS

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021
 CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY TO ANALYZE THE
CUSTOMER PERCEPTION TOWARDS ONLINE SHOPPING DURING COVID -
19 PERIOD AMONG YOUTH IN THRISSUR DISTRICT ” is a bonafide record of
project done by GAYATHRI S.KUMAR, Reg. No. CCASBCM005, under my guidance
and supervision in partial fulfillment of the requirement for the award of the degree of
BACHELOR OF COMMERCE and it has not previously formed the basis for any Degree,
Diploma and Associateship or Fellowship.

Prof. Dr. JOSHEENA JOSE Prof. JEBIN K DAVIS

Co-ordinator Project Guide
 DECLARATION

I, GAYATHRI S.KUMAR, hereby declare that the project work entitled “A

STUDY TO ANALYZE THE CUSTOMER PERCEPTION TOWARDS ONLINE
SHOPPING DURING COVID-19 PERIOD AMONG YOUTH IN THRISSUR
DISTRICT ” is a record of independent and bonafide project work carried out by me under
the supervision and guidance of Prof. Jebin k davis ,Assistant Professor, Department of
Commerce, Christ College, Irinjalakuda.

The information and data given in the report is authentic to the best of my knowledge.
The report has not been previously submitted for the award of any Degree, Diploma,
Associateship or other similar title of any other university or institute.

Place: Irinjalakuda Gayathri S.Kumar

Date: CCASBCM005
 ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all people who have
helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose divine
guidance; I have been able to complete this work successfully.

I would like to express my sincere obligation to Rev.Dr. Jolly Andrews, Principal-in-

Charge, Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof. Dr. Josheena Jose, Co-ordinator of B.Com (Finance), for providing
proper help and encouragement in the preparation of this report.

I am thankful to Prof. Jebin k Davis, Class teacher for his cordial support, valuable
information and guidance, which helped me in completing this task through various stages.

I express my sincere gratitude to Prof. Jebin k davis Assistant Professor, whose guidance
and support throughout the training period helped me to complete this work successfully.

I would like to express my gratitude to all the faculties of the Department for their interest
and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my college for their
wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in completing this
report successfully.
 TABLE OF CONTENTS

SL.NO. CONTENTS PAGE NO.

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION
1-4

CHAPTER 2 REVIEW OF LITERATURE

5-9

CHAPTER 3 THEORETICAL FRAMEWORK

10-19

CHAPTER 4 DATA ANALYSIS AND

INTERPRETATION 20-48

CHAPTER 5 FINDINGS, SUGGESTIONS &

CONCLUSIONS 49-55

BIBLIOGRAPHY
56

APPENDIX
 LIST OF TABLES

TABLE NO. TITLE PAGE NO.

4.1 Classification of respondents on the basis of 22

age
4.2 Classification of respondents on the basis of 23
gender
4.3 Classification of respondents on the basis of 24
status
4.4 Classification of respondents on the basis of 25
Interest in online shopping
4.5 Classification on the basis of online purchase 26

4.6 Active in online shopping before lock down 27

4.7 Type of products buy online during covid 19 28

period
4.8 Online retail app that typically use during 29
lock down
4.9 Biggest concern about buying products online 30
during covid 19 period
4.10 Things that like most about online shopping 31

4.11 Things that likely to improve in online 32

shopping service during covid 19 period
4.12 Payment method used for online shopping 33
during covid 19 period
4.13 Average amount spend on online shopping 34
during covid 19 period
4.14 Quality of products purchase through online 35
during covid 19 period
4.15 Degree of satisfaction in online shopping 36
during covid 19 period
4.16 Problem while conducting online purchase 37

4.17 Kind of problem faced in online shopping 38

4.18 Level of satisfaction that the personal 39

information kept confidential when buying
products online during lock down.
4.19 Level of satisfaction that payment 40
information is confidential when buying
products online during lock down
4.20 Online shopping preference increase during 41
covid 19 period
4.21 Comfortable to buy products online from a 42
familiar company
4.22 Privacy concerns prevent from online 43
shopping
4.23 Products that buy online meet expectation 44
level
4.24 Recommend online shopping to friends or 45
someone knew
4.25 Online shopping is flexible than traditional 46
shopping
4.26 Scared to purchase online due to spread of 47
corona virus
4.27 Shopping on internet saves from spreading 48
virus
4.28 Online price are too high 49
 LIST OF FIGURES

TABLE NO. TITLE PAGE NO.

4.1 Classification of respondents on the basis of 22

age
4.2 Classification of respondents on the basis of 23
gender
4.3 Classification of respondents on the basis of 24
status
4.4 Classification of respondents on the basis of 25
Interest in online shopping
4.5 Classification on the basis of online 26
purchase
4.6 Active in online shopping before lock down 27

4.7 Type of products buy online during covid 19 28

period
4.8 Online retail app that typically use during 29
lock down
4.9 Biggest concern about buying products 30
online during covid 19 period
4.10 Things that like most about online shopping 31

4.11 Things that likely to improve in online 32

shopping service during covid 19 period
4.12 Payment method used for online shopping 33
during covid 19 period
4.13 Average amount spend on online shopping 34
during covid 19 period
4.14 Quality of products purchase through online 35
during covid 19 period
4.15 Degree of satisfaction in online shopping 36
during covid 19 period
4.16 Problem while conducting online purchase 37

4.17 Kind of problem faced in online shopping 38

4.18 Level of satisfaction that the personal 39

information kept confidential when buying
products online during lock down.
4.19 Level of satisfaction that payment 40
information is confidential when buying
products online during lock down
4.20 Online shopping preference increase during 41
covid 19 period
4.21 Comfortable to buy products online from a 42
familiar company
4.22 Privacy concerns prevent from online 43
shopping
4.23 Products that buy online meet expectation 44
level
4.24 Recommend online shopping to friends or 45
someone knew
4.25 Online shopping is flexible than traditional 46
shopping
4.26 Scared to purchase online due to spread of 47
corona virus
4.27 Shopping on internet saves from spreading 48
virus
Online price are too high 49
4.28
 CHAPTER -1
INTRODUCTION
Introduction
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 or a mobile app. 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. Online stores usually enable shoppers to use
"search" features to find specific models, brands or items. The largest of these
online retailing corporations are Alibaba, Amazon.com, and eBay. There are
variety of products available and the perceived convenience of the buying online
experience were significant motivating factors. This was different for offline
shoppers, who were more motivated by time saving and recreational motives.

As of 2019, the world is facing a great pandemic situation a global coordinated

effort is needed to stop further speed of the virus on December 2019 in the city
Wuhan, China. Cases of pneumonia of unknown cause was reported and on
January 2020 a new virus was identified subsequently name the 2019 novel
coronavirus (Coronavirus disease-2019, COVID-19) by WHO in February 2020.
Enter the novel coronavirus which causes a highly infectious disease Coronavirus
disease (COVID-19) that has infected cases 114,441,348 people worldwide. Since
it spreads primarily through contact with an infected person (when they cough or
sneeze) or when a person touches a surface that has the virus on it, the best way to
guard against it is to stay at home. This has increased online shopping usage,
globally. In India, it has led to a rise in the number of FTUs or first-time-
ecommerce-users in India, who had been so far inhibited to shop online. This
outbreak made lot of changes in the world and in between people. COVID 19 has
forced consumers to change the way they preferred to shop. There is an increased

1
shift in consumer buying behaviour from traditional shopping to online shopping .
Apart from the augmented number of customers indulging into online shopping
shift has been observed in the choice of products being ordered by customers
through these online tools.

The purpose of this study to know about customer attitude

towards online shopping during covid-19 period. It also try understand and identify
the recent trends in consumer behaviour in India, amidst COVID-19 pandemic and
the customer satisfaction level towards online shopping.

1.1 statement of problem

This study has enabled us to gather the views about the customer perception
towards online shopping during covid 19 period in Thrissur in respect with the
customer attitude, recent trend, and customer satisfaction level towards online
shopping .it is important to identify the factors that influence the customers to
prefer online shopping during covid 19 and to provide insight about online
shopping.

1.2 objectives of study

 To know the customer attitude towards online shopping during covid 19

period
 To understand the recent trends in consumer behaviour in India, amidst
COVID-19
 To identify the customer satisfaction level towards online shopping.

2
1.3 significance of study
This study has made an attempt to understand the customers preference towards
online shopping, during COVID-19 Period. Online shopping can have a significant
influence on business and society. The significant growth of online shopping is
remarkable in India. The COVID-19 crisis has forced consumers to change
their shopping habits rapidly, pushing many to either increase their online
spending or try shopping online for the first time. Although ecommerce has
steadily been on the rise for many years, this is the first time we have seen
such a sudden and widespread shift from traditional shopping to online
shopping. This study helps to provide insight about online shopping.

1.4 Research methodology

1.4.1 Data collection
The questionnaire is prepared on google form for collecting primary data
and journals, articles, internet etc. used as secondary data.

1.4.2 Sample Design

Descriptive Research design is conducted/followed for studying and
analysing the per attitude of customers towards online shopping during
COVID-19 in Thrissur district

1.4.3 Sample Population

The population of study is the youth in Thrissur district

1.4.4 Sample Size

The sample size of study is 100.

3
1.4.5 Sample technique
The sample of 100 youth in thrissur district is taken as the sample size for
purpose of study. The technique used to decide on sample size was
convenient sampling technique.

1.4.6 Tools for analysis

Major tool is used in the analysis process has been graphs and chart for
interpreting the data collected.

1.5 Scope of the study

The study is confined to the youth in thrissur district

1.6 Limitations of the study

 The area of the study covers only thrissur district

 The study was made up of the users of online shopping
 The consumers may be illiterate to complete the google form
 Low level of accuracy because it depends on the respondents response
 Limited time frame

4
 CHAPTER -2
REVIEW OF LITERATURE

5
1.Bhatnagar et al. (2000) Suggest that shopping online is perceived to be
quite risky. Perceived risk includes fear of technology use and information
overload, feeling of uncertainty and confusion, feeling of insecurity when
engaging in online transactions (e.g. online card fraud). Because technology
for secure transactions (e.g. online payment) is not yet mature, security and
privacy are major issues that should be addressed satisfactorily in this
medium.

2.Song and Zahedi (2001) classify website quality elements into five
categories according to their purpose: for promotion, service, informational
influence, self-efficacy, and resources facilitation. These investigators find
that each of the five significantly and positively reinforces the consumers.
Perceptions in these factors, which in turn positively influence consumer
online shopping attitudes and behaviour.

3. Mishra (2007) Study examines “Consumers Attitude towards Online

Shopping for clothing” examines the demographic characteristics of online
consumers and their attitude towards online shopping behaviour for
clothing. The findings show that consumers have positive attitude towards
online shopping but low attitude towards online purchase of clothes. The
analysis shows that city and sex do not affect consumers’ attitude but age
and income indicates a significant association. The issue of trust enjoys
ability and trial policy seems to be major concerns for the consumers but
convenience and technological advancement play a major role in online
shopping.

4. Ying (2006) : In his study “Essay on modelling consumer behaviour in

online shopping environment” examined online purchase behaviour across
multiple shopping sessions. Shopping cart abandonment is the ban of many

6
e-commerce websites. He investigated abandoned shopping carts in an
online grocery shopping setting, specifically, he developed a joint model for
the cart, order and purchase quantity decisions. The study offers marketers
important managerial implications on how to mitigate the shopping cart
abandonment problem.

5. Upasana Kanchan, Naveen Kumar and Abhishek Gupta (2015): In their

article “A study of online purchase behaviour of customers in India”
published in ICT Act Journal on Management Studies that online shopping
is gaining popularity among people of young generation. Higher Income
groups and educated people are Purchasing more via e-retailing websites.
Companies involved in online retailing should focus on building trustworthy
relationship between producers and customers.

6. Retail Economic Times of India (2020) : “Changing consumer behaviour

towards online shopping – An impact of COVID19” - the article titled. They
brings out the customer perception of risk towards online websites is
aggravated due to the inferior IT setup used by several e-retailers resulting
in the hacking of personal information.

7. Shanbhog et al. (2016) analysed customer’s attitude towards direct selling

and indirect selling online firms based on their reputation. The researcher
concluded that customers prefer to use indirect selling of online firms
mainly because of its offers, wide range of products, offering attractive
discount or offers for every product and by displaying user reviews about
the price and quality of the product purchased from their website, it helps in
making buying decision.

7
8.Dr Deepak Halan (2020) : “ Impact of COVID-19 on online shopping in
India “ - his article titled. He conducted a study on entering of COVID -19
had made a huge increment on online shopping usage in India and also
across the world. It also led to a rise in the number of FTU’s or First-Time
E-Commerce-Users. Amazon, BigBasket, Grofers - the online shopping sites
had mentioned they are currently experiencing unprecedented demand. He
concluded that, how many shoppers will exist even after the coronavirus
crisis is over

9.childers et al.,(2001) found enjoyment to be a consistent and strong

predictor of attitude towards online shopping. If consumers enjoy their
online shopping experience, they have a more likely to adopt the
Internet as a shopping medium.

10.Mathwicketal., (2002) , If online shopping meets this ideal by enabling

the consumer to accomplish the shopping task he or she has set out to
perform , then consumers will judge the Internet shopping performance
positively.

11. Rashant Singh (2014), in his study on Consumer‘s Buying behaviour

Towards Online Shopping, The main aim of study was to examine and
analyze the consumer‘s buying behaviour pattern towards online shopping
in lucknow. The research is based on both primary data and secondary data.
The total sample sizes of 40 were collected through questionnaire by using
convenient sampling method, the outcome of the study is most number of
users are happy on online shopping and mainly interested in buying online
apparels.

12.Sultan and Henrichs (2000) in his study concluded that the consumers
willingness to and preference for adopting the internet as his or her

8
shopping medium was also positively related to income, household size, and
innovativeness.

13.Venkatesh (2000) reported that perceived convenience offered by

internet Vendors has a positive impact on consumers' attitude towards
online shopping, as they perceive Internet as a medium that enhances the
outcome of their shopping experience in an easy way. Online shopping
holds a great potential for youth

14. Sharma and Mittal (2009) in their study "Prospects of e-commerce in

India",mentions that India is showing tremendous growth in the Ecommerce.
Undoubtedly, with the population of millions of people, online shopping
shows unlimited potential in India. Then there are those, which provide a
specific product along with its allied services. Multi-product e-commerce-
these indian E-commerce portals provide goods and services in a variety of
categories. To name a few: Apparel and accessories for men and women,
Health and beauty products, Books and magazines, Computers and
peripherals, Vehicles, Software, Consumer electronics, Household appliance

15. Rogan (2007) explains the relationship between consumer behaviour and
marketing strategy. He states that strategy is about increasing the
probability and frequency of buyer behaviour. Requirements for succeeding
in doing this are to know the customer and understand the consumer's needs
and wants.

9
 CHAPTER 3
THEORETICAL FRAMEWORK

10
Theoretical framework

3.1 shopping History

Shopping is an activity in which a customer browses the available goods or
services presented by one or more retailers with the potential intent to purchase a
suitable selection of them. A typology of shopper types has been developed by
scholars which identifies one group of shoppers as recreational shoppers, that is,
those who enjoy shopping and view it as a leisure activity.

When we hear the word ‘shopping’, we usually think of traditional shopping, i.e.,
visiting shops and buying goods from them. The main advantage of traditional
shopping is that customers are actually able to see what they are buying before
they make the payment. If they are purchasing a garment or shoes, they can also try
them on. Moreover, customers can also take the items home with them on the same
day, unlike in online shopping. This is essential in buying day-to-day essentials
like groceries. Main pros of online shopping are Customers can actually touch and
see the products they are buying and it allows customers face-to-face
communication with other customers as well as shop personnel. It’s easy to return
the product and also Products like garments and shoes can be tried on before
purchase. The important cons of traditional shopping are it may not offer a vast
range of products, like online shopping and Shops are not open on certain hours
and certain days, so there’s a restrain on time. There is no opportunity to compare
prices and products and Customers may lose money and time to travel to the shop.

Internet technology has prompted significant changes in many aspects of

human life and society as well as in shopping culture. An important phenomenon,

11
surrounding the human life as a continuum, is shopping through the Internet or e-
commerce.

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 or a mobile app. 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.
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 transmission. Specifically, the growth of the internet as a
secure shopping channel has developed since 1994, with the first sales of Sting
album “Ten summoners tales “.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. Many of these products did well
as they are generic products which shoppers did not need to touch and feel in order
to buy. As of 2020, 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

12
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 usually 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
usually sends the file to the customer over the Internet. The largest of these online
retailing corporations are Alibaba, Amazon.com, and eBay.

Customer
In sales,commerce and economics, a customer(sometimes known
a client, buyer, or purchaser) is the recipient of
a good, service, product or an idea – obtained from
a seller,vendor,or supplier via a financial transaction or exchange for money or
some other valuable consideration.
In the 21st century customers are generally categorized into two types:
 an entrepreneur or trader (sometimes a commercial Intermediary) - a
dealer who purchases goods for re-sale.
 an end user or ultimate customer who does not re-sell the things bought but
is the actual consumer or an agent such as a Purchasing officer for the
consumer.

13
A customer may or may not also be a consumer, but the two notions are distinct. A
customer purchases goods; a consumer uses them. An ultimate customer may be a
consumer as well, but just as equally may have purchased items for someone else
to consume. An intermediate customer is not a consumer at all. The situation is
somewhat complicated in that ultimate customers of so-called industrial goods and
services (who are entities such as government bodies, manufacturers, and
educational and medical institutions) either themselves use up the goods and
services that they buy, or incorporate them into other finished products, and so are
technically consumers, too. However, they are rarely called that, but are rather
called industrial customers or business-to-business customers.Similarly,
customers who buy services rather than goods are rarely called consumers.
Six Sigma doctrine places (active) customers in opposition to two other classes of
people: not-customers and non-customers:
 Customers of a given business have actively dealt with that business within a
particular recent period that depends on the product sold.
 Not-customers are either past customers who are no longer customers or
potential customers who choose to interact with the competition.
 Non-customers are people who are active in a different market
segment entirely.

Geoff Tennant, a Six Sigma consultant from the United Kingdom, uses the
following analogy to explain the difference: A supermarket's customer is the
person buying milk at that supermarket; a not-customer buys milk from a
competing supermarket, whereas a non-customer doesn't buy milk from
supermarkets at all but rather "has milk delivered to the door in the traditional
British way".

14
Tennant also categorizes customers in another way that is employed outwith the
fields of marketing. While marketers, market regulation, and economists use the
intermediate/ultimate categorization, the field of customer service more often
categorizes customers into two classes:
1. An external customer of an organization is a customer who is not directly
connected to that organization.
2. An internal customer is a customer who is directly connected to an
organization, and is usually (but not necessarily) internal to the organization.
Internal customers are usually stakeholders, employees, or shareholders, but
the definition also encompasses creditors and external regulators.

Customer perception

Derived from the word ‘perceive’, perception refers to the ability to give meaning
to whatever stimuli are sensed by our sense organs. The stimuli are inputs to any of
our sensory receptors, be it vision, hearing, smell, taste, or touch. An individual
uses the perceptual mechanism to select a stimulus from many in the environment,
organizes them into a coherent picture, and interprets it to derive meaning out of it.
Perception is the process through which an individual interprets his sensory
impressions to give meaning to them.

Consumer perception is defined as a process by which consumers sense a

marketing stimulus, and organize, interpret, and provide meaning to it. The
marketing stimuli may be anything related to the product and/or brand, and any of
the elements of the marketing mix. We can classify the marketing stimuli into two
types, namely primary or intrinsic and secondary or extrinsic.

15
The primary or intrinsic stimuli comprise the product and its components, namely
brand name, label, package, contents, and physical properties.

The secondary or extrinsic stimuli comprise the form in which the good or service
offering is represented through words, visuals, graphics, and the symbolism, or
through other cues such as price, outlet, salespeople, or marketing communication.

Perception can be better explained by understanding its nature and

characteristics:

1. Perception comprises three components, namely the perceiver, the target

(stimulus), and the situation. The characteristics of each of these components
influence the perceptual processes of selection, organization, and interpretation.
The consumer, actual or prospective, is the perceiver, the 4 Ps are the target, and
the buying occasion and the surrounding environment are the situation.

2. Perception is a complex process. After a stimulus is detected by the sense

organs, the perceptual process comes into play and involves the interplay of three
processes, namely selection, organization, and interpretation. In this way,
perception is a dynamic process.

3. Perception is also an intellectual process, as it involves a lot of cognitive effort.

Once sensation takes place, the cognitive processes take over and assign meaning
to the stimulus. Consumers possess varying cognitive capacities and capabilities;
their backgrounds are diverse, and psychological processes (needs, motivation,
learning, attitudes, and values) and sociological factors (culture, sub-culture, and
social class) are different. The cognitive processes have a bearing on not only the
perceptual mechanism, but also on the resultant output and the behavioural
response of the perceiver.

16
4. Perception is broad in nature. It includes a physiological component (through
sensation), as well as cognitive, sociological, and psychological components.

5. Perception is a subjective process, as it is unique to each person. Two consumers

who are exposed to a particular stimulus may perceive it differently. While they
are exposed to the same marketing stimulus, the manner in which they select,
organize, and interpret it is different.

Although we may differ in such processes, universally speaking, the perceptual

process comprises four elements, namely:
1. Input

2. Perceptual mechanism

3. Output

4. Behaviour

1. Input:
The input to the perceptual process refers to the various stimuli that surround an
individual and exist in his environment. The perceptual process begins when the
sensory receptors detect a stimulus in the environment, which acts as an input to
the perceptual mechanism.

2. Perceptual Mechanism:
Once the sense organs detect a stimulus in the environment, the person selects,
organizes, and interprets it through a. perceptual selectivity, b. perceptual
organization, and c. perceptual interpretation. Put together, this is known as the
perceptual mechanism.

17
a. Perceptual selection or perceptual selectivity refers to a tendency within a person
to select one or a few out of the many stimuli present in the environment.
Selectivity is based on one’s demographic, sociocultural, and psychographic
factors. A person would tend to select those stimuli that appear attractive and
relevant to him. Selectivity would also be affected by the characteristics of the
stimulus as well as by the situation involved.

b. Perceptual organization occurs after the stimulus has been received and selected
for further processing. It is the process of organizing inputs into a definite,
coherent, and interpretable structure. In other words, the various stimuli are
organized and given a form.

c. Perceptual interpretation refers to the process of drawing inferences from the

organized whole (of stimuli), and giving meaning to them.

3. Output:
Once the input has been interpreted, it results in an output. The output towards the
stimulus assumes various forms, for example, in the formation of emotions and
moods, as well as beliefs, opinions, and attitudes.

4. Behaviour:
The resultant behaviour is an outcome of the output. Based on one’s emotions and
moods, as well as beliefs, opinions, and attitudes, a person would enact a
behaviour.

18
Covid-19

Coronavirus disease 2019 (COVID-19) is a contagious disease caused by severe

acute respiratory syndrome coronavirus 2 (SARS-CoV-2). The first case was
identified in Wuhan, China, in December 2019. The disease has since spread
worldwide, leading to an ongoing pandemic. Symptoms of COVID-19 are variable,
but often include fever, cough, fatigue, breathing difficulties, and loss of
smell and taste. Symptoms begin one to fourteen days after exposure to the virus.
Of those people who develop noticeable symptoms, most (81%) develop mild to
moderate symptoms (up to mild pneumonia), while 14% develop severe symptoms
(dyspnea, hypoxia, or more than 50% lung involvement on imaging), and 5%
suffer critical symptoms (respiratory failure, shock, or multiorgan dysfunction). At
least a third of the people who are infected with the virus remain asymptomatic and
do not develop noticeable symptoms at any point in time, but they still can spread
the disease. Some people continue to experience a range of effects—known as long
COVID—for months after recovery, and damage to organs has been
observed. Multi-year studies are underway to further investigate the long-term
effects of the disease.
The virus that causes COVID-19 spreads mainly when an infected person is
in close contact with another person. Small droplets and aerosols containing the
virus can spread from an infected person's nose and mouth as they breathe, cough,
sneeze, sing, or speak. Other people are infected if the virus gets into their mouth,
nose or eyes. The virus may also spread via contaminated surfaces, although this is
not thought to be the main route of transmission. The exact route of transmission is
rarely proven conclusively, but infection mainly happens when people are near
each other for long enough. People who are infected can transmit the virus to

19
another person up to two days before they themselves show symptoms, as can
people who do not experience symptoms. People remain infectious for up to ten
days after the onset of symptoms in moderate cases and up to 20 days in severe
cases. Several testing methods have been developed to diagnose the disease. The
standard diagnostic method is by detection of the virus' nucleic acid by real-time
reverse transcription polymerase chain reaction(rRT-PCR), transcription-mediated
amplification(TMA), or by loop-mediated isothermal amplification from
a nasopharyngeal swab.
Preventive measures include physical or social distancing, quarantining, ventilation
of indoor spaces, covering coughs and sneezes, hand washing, and keeping
unwashed hands away from the face. The use of face masks or coverings has been
recommended in public settings to minimise the risk of transmissions.
Several vaccines have been developed and several countries have initiated mass
vaccination campaigns.
Although work is underway to develop drugs that inhibit the virus, the
primary treatment is currently symptomatic. Management involves the treatment of
symptoms, supportive care, isolation, and experimental measures.

20
 CHAPTER-4

DATA ANALYSIS AND INTERPRETATION

21
4.1 classification of respondents on the basis of age

Table 4.1

Options % Count
10-20 18.00 18
20-30 82.00 82
30-40 0.00 0
Above 40 0.00 0
(Source: primary data)
Fig 4.1.

Interpretation

Most of the respondents are between 20-30 age category

22
4.2 classification of respondents on the basis of gender

Table 4.2

Options % Count

Male 36.00 36

Female 64.00 64

(Source: primary data)

Fig 4.2

Interpretation

The majority of online shoppers are female.

23
4.3 classification of respondents on the basis of their status

Table 4.3

Options % Count

Working 8.00 8

Student 92.00 92

(Source: primary data)

Fig 4.3

Interpretation

Most of the respondents are students who make online purchase are
students.

24
4.4 Are you interested in online shopping?

Table no:4.4

Options % Count

Yes 94.00 94

No 6.00 6

(source: primary data)

figure no:4.4

Interpretation

Out of 100 sample population among youth in thrissur district , majority

(94%) are interested in online shopping and only 6% are not interested.

25
4.5 How often do you make online purchase?
Table no: 4.5
Options % Count

Extremely often 7.00 7

Quite often 24.00 24
Moderately often 47.00 47
Slightly often 17.00 17
Not at all often 5.00 5
(source: primary data)
figure no 4.5

Interpretation
Most of them purchase moderately often through online. And only least
percentage purchase not at all often through online.

26
4.6 Are you active in online shopping before lockdown?

Table no 4.6

Options % Count

Yes 73.00 73

No 27.00 27

(Source: primary data)

figure no:4.6

Interpretation
Majority of them active in online shopping before lock down and very few
of them only not active in online shopping before lock down.

27
4.7 what type of product do you buy online during covid 19 period?
Table no 4.7
Options % Count
Fashion and apparel 64.00 64
Travel accessories 3.00 3
Health and beauty products 15.00 15
Books 9.00 9

Others 9.00 9
(source:primary data)
Fig 4.7

Interpretation

Most of them buy fashion and apparel during covid 19 period and very least
of them buy other products like electronics, accessories gadgets, mobile
phones.

28
4.8 which online retail app do you typically buy online during covid 19
period?

Table no 4.8

Options % Count
Amazon 35.00 35
Flipkart 57.00 57
Myntra 3.00 3
Ali express 1.00 1
Others 4.00 4
(source:primary data)

Fig no 4.8

Interpretation

Flipkart is the online retail app that used the most during covid 19 period
and next mostly used app is amazon. The least used online retail app are
meesho,FB,insta pages, and Ali express.

29
 4.9 what are your biggest concerns about buying products online during
covid 19 period?

Table no 4.9

Options % Count
Quality issues 40.00 40
Delivery and logistics issue 29.00 29
Safety issues 28.00 28
Unclear website policies 2.00 2
Others 1.00 1

(source: primary data)

figure no 4.9

Interpretation

One of the biggest concern about buying products online during covid 19
period is quality issues. And very small percentage of youth don’t have any
concerns relating to buying products online.

30
4.10 what are the things that you would like most about online shopping?
Table 4.10

Options % Count
Comparison shopping 14.00 14
save time 16.00 16
Review from other shoppers 9.00 9
Better price 32.00 32
Wider selection 28.00 28
Others 1.00 1

(source: primary data)

Figure 4.10.

Interpretation

Most of the youngsters like about online shopping is better price and next is
about wider selection. And minority of youth only concern about review
from other shoppers

31
4.11 what are the things that you would most likely to improve in online
shopping service during covid 19 period?
Table 4.11
Options % Count
Offer free shopping 56.00 56
Asking for feedback 10.00 10
Provide valuable follow up 13.00 13
Improve customer interaction 18.00 18
Others 3.00 3

(source: primary data)

Fig 4.11

Interpretation

Most of the youth wants to improve in online shopping during covid 19

period is about offer free shipping and very least youth demand quality
improvement, fast delivery and asking for feedback.

32
4.12 Which payment method do you use most often when buying products
online during lockdown?

Table no 4.12

Options % Count
Debit and credit card 26.00 26
Cash on delivery 62.00 62
Net banking 10.00 10
Others 2.00 2

(Source: primary data)

Fig 4.12

Interpretation

Majority of the youth prefer cash on delivery as a payment method while

purchasing products online and very least of them opt other payment apps
and UPI method for payment .

33
4.13 What is the average amount that you spend while doing online
Shopping during covid 19 period?
Table 4.13
Options % Count
Upto Rs 500 15.00 15
500-1000 38.00 38
1000-5000 33.00 33
5000-10000 4.00 4
Above 10000 10.00 10

(source: primary data)

Fig 4.13

Interpretation

Most of the youth spend between Rs 500-1000 range during covid 19 period
for online shopping. Very small percentage of youth spend between Rs
5000-10000 range.

34
 4.14 How would you rate the quality of products purchase through online
during lockdown period?

Table 4.14

Options % Count
Very high quality 7.00 7
High quality 46.00 46
Neither high nor low 43.00 43
Low quality 4.00 4
Very low quality 0.00 0
(Source: primary data)
Fig 4.14

Interpretation

Most of the youth says that they got high quality products through online
purchase during lock down period. And only very few of them says that,
they got low quality products.

35
4.15 Overall ,how satisfied are you with online shopping during covid 19
period?
Table 4.15

Options % Count

Very satisfied 12.00 12

Satisfied 61.00 61
Neutral 24.00 24
Dissatisfied 3.00 3
Very dissatisfied 0.00 0

(source: primary data)

Fig 4.15

Interpretation

Most of them are satisfied with online shopping during covid 19 period and
Only few of them are dissatisfied in online shopping.

36
4.16 Have you felt any problem while conducting online purchase?

Table 4.16

Options % Count

Yes 50.00 50
No 50.00 50

(source: primary data)

Fig 4.16

Interpretation

50% youth felt problem while conducting online purchase and other 50%
didn’t felt any problem while conducting online purchase.

37
4.17 If yes, what kind of problem?

Table 4.17

Options % Count

Delay in delivery 26.00 26

Cheap quality of product 20.00 20
Product damage 11.00 11
Non delivery 9.00 9
Others 34.00 34

(source: primary data)

Fig.4.17

Interpretation

Most of them face the problem of delay in delivery in online purchase and
very few of them experience non delivery of products.

38
4.18 How satisfied are you that yours personal information is kept
confidential when buying products online during lockdown?

Table 4.18

Options % Count
Very satisfied 12.00 12
Satisfied 46.00 46
Neutral 40.00 40
Dissatisfied 2.00 2
Very dissatisfied 0.00 0

(source:primary data)
Fig 4.18

Interpretation

Most of them are satisfied that their personal information is kept

confidential while conducting online purchase and very few of them are
dissatisfied that their confidential information are not secure in online
shopping.

39
4.19 How satisfied are you that your payment information is kept secure
when buying products online during lockdown?
Table 4.19
Options % Count
Very satisfied 14.00 14
Satisfied 44.00 44
Neutral 41.00 41
Dissatisfied 0.00 0
Very dissatisfied 1.00 1

Fig 4.19 (Source: primary data)

Interpretation

Most of them are satisfied that their payment information should be kept
confidential during online purchase and very few of them are very
dissatisfied.

40
Indicate how much you agree with the following statements on the scale
ranging from 5 to 1(score 5 represent strongly agree, 4 agree, 3 neutral, 2
disagree,& 1 strongly disagree)
4.20 online shopping preference increase during covid 19 period.

Table 4.20
Particulars Count
Strongly agree 41
Agree 46
Neutral 10
Disagree 2
Strongly disagree 1

(source: primary data)

Fig 4.20

Count
50
45
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Most of them agree that preference towards online shopping increase during
covid 19 period and only 1%disagree to this statement.

41
4.21 it’s really comfortable to buy products online from a familiar
company.

Table 4.21

Particulars Count
Strongly agree 31
Agree 55
Neutral 12
Disagree 2
Strongly disagree 0
(source:primary data)

Fig 4.21

Count
60
50
40
30
20
10
0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them agree that,they are more comfortable to buy online products
from a familiar company they know. Only few percent disagree to this
statement.

42
4.22: the privacy concerns prevent from buying products online

Table 4.22:

Particulars Count
Strongly agree 6
Agree 32
Neutral 52
Disagree 8
Strongly disagree 2

Fig 4.22. (source: primary data)

Count
60

50

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them give neutral response regarding the privacy concern issue that
prevent them from online purchase.And many of them agree to this
statement.

43
4.23 the product that buy online meet the expectation level.

Table 4.23

Particulars Count
Strongly agree 11
Agree 40
Neutral 41
Disagree 8
Strongly disagree 0
(Source:primary data)

Fig 4.23

Count
45
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Most of them agree and give neutral response that the products that they buy
online meet their expectation level

44
 4.24 I recommend online shopping to my frnds and someone I know.
Table 4.24

Particulars Count
Strongly agree 19
Agree 56
Neutral 19
Disagree 4
Strongly disagree 2
(source: primary data)

Fig 4.24

Count
60

50

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them agree that they recommend online shopping to someone they
know and very few % of youth disagree to this statement.

45
4.25 online shopping is flexible and better than traditional shopping.
Table 4.25

Particulars Count
Strongly agree 17
Agree 43
Neutral 30
Disagree 7
Strongly disagree 3
(source: primary data)

fig 4.25

Count
50
45
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them agree that online shopping is flexible and better than
traditional shopping and very few percentage disagree to this.

46
 4.26 too scared to purchase online due to the spread of corona virus
Table 4.26

Particulars Count
Strongly agree 10
Agree 22
Neutral 39
Disagree 19
Strongly disagree 10

(source: primary data)

fig 4.26

Count
50

40

30

20

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them give neutral response regarding fear of purchase products

online during covid 19 period. And most of them agree to this statement.

47
4.27 shopping on internet saves from spreading virus
Table 4.27

Particulars Count
Strongly agree 12
Agree 39
Neutral 41
Disagree 5
Strongly disagree 3
(source: primary data)

fig 4.27

Count
45

40

35

30

25

20

15

10

0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Many of them give neutral response regarding that shopping on internet

saves from spreading virus. And many of them disagree to this statement.

48
4.28 online price are too high
Table no 4.28

Particulars Count
Strongly agree 4
Agree 26
Neutral 39
Disagree 23
Strongly disagree 8
(source:primary data)

Fig 4.28

Count
45
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neutral Disagree Strongly disagree

Count

Interpretation

Most of the youth gives neutral response regarding online price. They says
that online price are high compared to traditional shopping.

49
 CHAPTER 5

FINDINGS, SUGGESTIONS & CONCLUSION

50
FINDINGS

1.Many of the youngsters are really interested in online shopping and the
preference towards online shopping increase during covid 19 period.

2. Many of them make online purchase moderately often.

3. Most of them are active in online shopping before covid 19 period.

4. Youngsters are more interested to buy fashion and apparel during

covid 19 period.

5. Flipkart is the online retail app that typically use by many of them
during lockdown.

6. “Quality issues" are the biggest concern about buying products online
during covid 19 period.

7. “Better price” is the thing that most of them like about online
shopping.

8. “offer free shipping" is the thing that many of them likely to improve
in online shopping service during covid 19 period.

9. Many youngsters use “cash on delivery", payment method most often

when buying products online during covid 19 period, and the youngsters
depend on UPI and other payment apps are rare.

10. Avg Amount spent by youngsters for online shopping is upto 500 -
1000 range.

51
11. Most of the youngsters rate that, they got high quality products
through online purchase during covid 19 period.

12. From the survey, 50% of respondents react that,they felt problem
while conducting online purchase & 50% people didn’t felt any problem.
The main problem faced by them during covid 19 period is “delay in
delivery”.

13. Many youngsters are “satisfied" with online shopping during covid
19 period.

14. Most of the youngers satisfied that,their personal & payment

information is kept confidential when buying products online during
covid 19 period.

15. Youngsters are more comfortable to buy products online from a

familiar company.

16. Privacy concerns prevents many youngsters from buying products

online.

17. The product that buy through online almost meet the expectation
level of youngsters.

18. Many of them recommend online shopping to friends and someone

they know.

19. Most of them agree that online shopping is flexible and better than
traditional shopping.

52
20. It is found that,many youngsters are really scared to purchase online
due to the spread of corona virus and also some youngsters says that
shopping on internet saves from spreading virus.

21. The price of products through online is neither high nor low
according to the opinion of youngsters.

22. There is significant difference between online shopping and the

pandemic covid 19.The pandemic leads to positive growth in online
shopping area.

53
SUGGESTIONS

 The companies providing online shopping service focus on

providing better security to customers, so that they feel secured
by making an online transactions as there are lot of malpractices
going on.

 They can provide clear website policies that enable the customer
to know about the site in easy manner.

 Companies should try to avoid quality and delivery & logistics

related issues.

 They can provide more information about the product and

service availability, which will improve the knowledge of
customer, and help them to conduct the online shopping in
convenient manner.

 Most of the educated people are familiar with online shopping

and so they can try focusing on people who are less educated by
creating awareness and educating them.

 Online shopping service should keep quick and simple. There

shouldn’t be any kind of confusion.

 They can try to reduce the cost and introduce affordable plans to
increase their customers.

54
 They can offer free shipping services and provide valuable
follow up.

 They should try to improve maximum customer interaction and

asking for feedback.

 They can try to improve instant search and auto complete

feature.

 Making the site multilingual help to explore new markets.

 Adding live chat option for customer support help them to more
likely to purchase from a online store.

 Every online store needs to publish high quality photographs

and also publish product video to enhance the overall experience
of the website.

55
CONCLUSION

After extensive research and analysis we have drawn to the following

conclusions.

Yes online shopping is pretty popular among the youth.many youngsters are
using online shopping to purchase goods for fulfilling their shopping
desires.This study mainly focus customer preference towards online
shopping during covid 19 period among youth in thrissur district.

The covid 19 crisis has forced consumers to change their shopping habits
rapidly,pushing many to either increase their online spending or increase the
preference towards online shopping for the first time.cash on delivery
remains the best choice for payment among youth.most youth are spending
moderately often through the web with spending ranging from Rs 500-1000
monthly. Fashion and apparel lead as the most demanded goods online
followed by health and beauty products. The most visited and trusted sites
are flipkart and amazon according to the survey. Providing maximum
quality products and ensure safety to the identity and privacy to the
customers,can attract more customers to online shopping. The transition
from traditional shopping to online shopping become more user friendly and
convenient.
This indicates that online shopping have huge potential in future. There is
no doubt that, online shopping will burgeon in the future. The emergence of
new technologies enhance the shopping experience of customers. It
eliminate the long distance and geographical limitations. It is growing day
by day due to the growing use of internet .

56
BIBLIOGRAPHY

1. Goyal, dr. M.m., online shopping : a survey on consumer’s perception .

2. Park chug-hoon and kim young guel ,identifying key factors affecting
consumer purchase Behaviour in online shopping context.
3. www.researchgate.net
4. www.wikipedia.com
5. Sharma and Mittal (2009).Prospects of ecommerce in India, Asian Journal of
management and research.

6. Solomon (1998).A study of factors affecting online shopping behavior of

consumers.

7. www.academia.edu

8. Childers, T.L., Carr, C.L. Peck, J and Carson, S (2001), Hedonic and
utilitarian motivations for online retail shopping behavior.

9. Adrita Goswami et.al, (2013). Customer Satisfaction towards Online

Shopping with Special Reference to Teenage Group of Jorhat Town
Paripex - Indian Journal of Research.

10.Ashish Pant, (2014). An Online Shopping Change the Traditional Path

of Consumer Purchasing, International Journal of Business And
Management Invention.

11. Mohanapriya.S and Anusuya.D, (2014), A study on customer

preferences and satisfaction towards selected online websites
12. Bhatnagar, A, Misra, S., and Rao, H. R. (2000) “Online risk,
convenience, and Internet shopping behavior”.

57
 APPENDIX
QUESTIONNAIRE

1)NAME:

2. E-mail ID:

3. AGE:

a) 10 – 20 b) 20 – 30

c) 30 - 40 d) Above 40

4. Gender:

a) Female b) Male

c) Others

5. STATUS:

a) Working b) Student

c) Others

6. Are you interested in online shopping?

a) Yes b) No

7. How often do you make online purchase?

a) extremely often b) quite often

c) moderately often d)slightly often

e) not at all often

8. Are you active in online shopping before lockdown?

a) Yes b) No

9)what type of product do you buy online during covid 19 period?

A) fashion and apparel

B)travel accessories

C)health and beauty products

D)books and music

D) others _______

10) Which online retail app do you typically use during lockdown?

A) amazon b) flipkart c) myntra d) ali express e) others_____

11) what are your biggest concerns about buying products online during covid
19 period?

A) quality issues b) delivery and logistics issue

C) safety issues d) unclear website policies e) others

12) what are the things that you would like most about online shopping?

A) comparison shopping b) save time c) review from other shoppers d) better

price e) wider selection f) others_____

13) what are the things that you would most likely to improve in online
shopping service during covid 19 period?

A) offer free shipping b) asking for feedback c) provide valuable followup

d) improve customer interaction e) others______

14) Which payment method do you use most often when buying products
online during lockdown?

a) Debit card and Credit card b) Cash on delivery

c) Net banking d) Others_____

15) What is the average amount that you spend while doing online Shopping
during covid 19 period?

a) Up to Rs.500

b) Rs.500 – 1000

c) Rs.1000 – 5000

d) Rs.5000 – 10000

e) Above Rs.10000

16) How would you rate the quality of products purchase through online during
lockdown period?

A) very high quality b) high quality c) neither high nor low d) low quality e)
very low quality

17) overall ,how satisfied are you with online shopping during covid 19 period?

A) very satisfied b) satisfied c) Neutral d) dissatisfied e) very dissatisfied

18) Have you felt any problem while conducting online purchase?

a) Yes b) No

19.) If yes, what kind of problem?

a) Delay in delivery

b) Cheap quality of product

c) Product damage

d) Non – delivery

e) Others , Please specify __________________

20)How satisfied are you that yours personal information is kept confidential
when buying products online during lockdown?

A) very satisfied b) satisfied c) neutral d) dissatisfied e) very dissatisfied

21)how satisfied are you that your payment information is kept secure when
buying products online during lockdown?

A) very satisfied b) satisfied c) neutral d) dissatisfied e) very dissatisfied

Please choose the level of agreement to the following statements

(Sa,a,n,sd,d)sa strongly agree,a agree ,n neutral,SD strongly disagree,d

disagree

22) online shopping preference increase during covid 19 period

23)it’s really comfortable to buy products online from a familiar company

24)the privacy concerns prevent from buying products online

25)the product that buy online meet the expectation level

26)i recommend online shopping to my frnds and someone I know

27) online shopping is flexible and better than traditional shopping

28) too scared to purchase online due to the spread of corona virus

29) shopping on internet saves from spreading virus

30)online price are too high