Research Project Report

On

A Study on the Level of Customer Satisfaction Towards AMAZON.IN

Submitted in the partial fulfillment of requirements for the award of Post Graduate
Diploma in Management
Batch (2021-2023)

Under the Supervision of Submitted by

Dr. Pradeep Verma
Shashikant
Associate Professor
00921DM081
Area Chair (IT &BA)

1
GREATER NOIDA, UTTAR PRADESH-201306

2
 Declaration

I, SHASHIKANT of GNIOT Institute of Management Studies (GIMS), Greater Noida hereby

submit this report in particle fulfillment of the requirement for the award of Post Graduate
Diploma in Management (PGDM) from GIMS, Greater Noida. I declare that the work presented
in this report is my original and is not submitted anywhere else for the award of any other
degree/diploma by any other institution/university. To the best of my knowledge and belief, this
report contains no material previously published or written by any other person, except where
due reference is made.

Date: /12/2022 -----------------------------

Shashikant

Countersigned:

---------------------------
Dr.Pradeep Verma
Associate Professor (Area Chair of ITBA)

Seal/Stamp of the Institute

3
Acknowledgment

In order to accomplish a task, facts, situations, and persons come together to form a background.
"Greatness consists in being grateful, not in being great." This research report is the result of the
contribution of different personalities whose guidance here made my efforts fruitful because “no
task is a one man effort”.

I would like to express my deep gratitude to the esteemed guide eminent persons for their
valuable suggestions and encouragement during the project,

The experience I gained on this project is essential for me at this point in my career.

I thank my project guides prof. Pradeep Verma for his kind support and supervision under whose
kind and constant guidance I had the opportunity to broaden my horizons and look at various
problems from different perspectives. I also thank her for spending her valuable time to listen to
my problems and difficulties that I faced while completing this project report.

Date: / / 2022
Name : Shashikant
Enroll.NO: 921149
PGDM( V- Trimester)
(Signature of the Student)

4
Abstract

The study focused on the purchasing pattern of the consumers, to evaluate the satisfaction level
of services provided by Amazon, Customer loyalty is usually viewed as the power force of the
relationship between the attitude of individual's relative and repeat patronage. Customer can buy
anything from online such as books, household's product, toys, hardware and software etc.
Moreover, in just few decade the internet has become more popular to Adult and young shopper
because the internet offers significant advantages. Customer loyalty is one of the most over used
phrases in business today. For fulfilling these objectives descriptive research design has been
used. The data from 100 respondents have been collected from the area of Greater Noida &
Noida. Shoppers can visit web site and shop just sitting in form of computer. Ability of the
internet contains wide range of collecting information, supplying a service or purchasing a
product Amazon should work towards them so that it can increase its customers and finally
profit.

Keywords
Customer Satisfaction, Purchasing Pattern, Customer loyalty, Amazon

5
 CONTENTS

NUMBER TOPIC PAGE NO.

CHAPTER 1 Introduction 6-8

CHAPTER 2 Literature Review 9

CHAPTER 3 Methodologies 10-11

CHAPTER 4 Data Analysis 12-26

CHAPTER 5 Conclusions, Implications and Recommendations 27-29

CHAPTER 6 References 30

CHAPTER 7 Limitations 31

CHAPTER 8 Annexure 32-35

5
 Chapter 1
Introduction

The Internet as a means of doing business for companies and individuals is currently one of
the most widespread non-store formats. old people create websites every now and then. The
importance of having a website for retailers is that the website is informational and
transactional in nature as the website can be used for advertising and direct marketing; sales;
customer support and public relations. More than a decade has passed since business-to-
consumer e-commerce first developed. E-commerce scholars and practitioners are constantly
striving to gain better insight into consumer behavior in cyberspace.

The Internet is changing the way consumers buy and purchase goods and services and has
quickly evolved into a global phenomenon. Many companies have started using the Internet
to reduce marketing costs and thereby lower the price of their products and services to stay
ahead in highly competitive markets. Companies also use the Internet to transmit,
communicate and disseminate information, to sell a product, to collect feedback, and also to
conduct customer satisfaction surveys. Customers use the Internet not only to buy a product
online, but also to compare prices, product features, and the after-sales service they will
receive if they purchase the product in a particular store. Many experts are optimistic about
the prospects of online business.

A brand is an idea or image of a particular product or service that consumers associate with it
by identifying the name, logo, slogan, or design of the company that owns the idea or image.
Branding is when this idea or image is marketed so that it is recognizable to more and more
people and identified with a certain service or product when there are many other companies
offering the same service or product. Advertising professionals work on branding not only to
build brand awareness but also to build a good reputation and a set of standards that a
company should strive to maintain or surpass. Branding is an important part of online
business because branding allows companies to build their reputation as well as expand
beyond the original product and service and contribute to the revenue generated by the
original brand. Branding was initially adopted to distinguish one person's cattle from
another's by using a distinctive symbol burned into the animal's hide with a hot iron stamp
and was subsequently used in trade, marketing and advertising.

6
 Company Profile

Amazon was founded in 1994, spurred on by what Bezos called a "regret minimization
framework," his effort to fend off regrets about not signing up for the Internet gold rush. "In
his typically analytical way, Bezos cast his decision in what he calls a 'regret minimization
framework.' he didn't regret missing out on a six-figure Christmas bonus: he also wouldn't
regret trying to build an online business and failing. I thought it was going to be such a big
deal. It was like the wild, wild west, the new frontier. And I knew if I didn't try, I would
regret it. And that would be inevitable."

The company began as an online bookstore called "Cadabra.com," a name that was quickly
abandoned to sound like "cadaver": while the largest brick-and-mortar bookstores and mail-
order book catalogs might offer 200,000 titles, an online bookstore could offer more. Bezos
renamed the company "Amazon" after the world's largest river. Since 2000, the Amazon logo
has been an arrow leading from A to Z, representing the desire to sell many products.

The amazon.com domain attracted at least 615 million visitors per year by 2008 according to
a survey by Compete.com. That was double the number of walmart.com.

Amazon's initial business plan was unusual: the company did not expect to turn a profit for
four to five years; the strategy was effective. Amazon grew steadily in the late 1990s while
other Internet companies grew incredibly fast. Amazon's "slow" growth has sparked
shareholder complaints: that the company isn't turning a profit fast enough. When the dot-
com bubble burst and many e-companies went out of business, Amazon persevered and
finally made its first profit in the fourth quarter of 2002: US$5 million, just one share, on
revenues of more than US$1 billion, but the profit was symbolically important.

7
 Objective of the study

 To study the customer satisfaction level towards AMAZON.IN

 To study customer preferences for online shopping.
 To study the buying behavior of consumers towards online shopping.

8
 Chapter 2
Review of Literature
[1] Kanwal Gurleen (2022), “Customers satisfaction towards Online shopping”, discussed
that different options in internet encouraged people to search and eventually purchase online,
because there are more than 100 million internet users in India. People those who are using
internet from 5 to 7 hours a day were found to be adopter of online shopping. Price
consciousness, convenience and variety, easy payment options and challenges of online
shopping are the factors found to be a significant in online shopping.
[2]Adrita Goswami et.al (2021), studied “Customer Satisfaction towards Online Shopping
with Special Reference to Teenage Group of Jorhat Town” study concludes that online
customers are satisfied in the aspects such as Price, Quality of products, Ease of use in
mobile platform and Timely Delivery at remote areas. This research explicitly indicates that
online marketer should give more importance on price factor and after sale factor.
[3] Dhevika V.P.T, Latasri O.T.V, S Karmugil (2022), in their paper “Factors Affecting
Online shopping of Customers” revealed that the most important factor influencing online
shopping is- security, followed by – trust worthy shopping and – website design/features and
the least important factor influencing is – bargaining shopping, there is no significant
association between security and website design/features of the respondents and their overall
online buying behaviour.
[4] Ashish Pant (2022), “An Online Shopping Change the Traditional Path of Consumer
Purchasing” concluded in his research article that a successful web store is not the just a
good looking website with the dynamic technical features but is also emphasis on building
the relationship with customers with making money. The success of any e-tailer company in
India is depending upon its popularity, its branding image, its unique & fair policies, and its
customer relations etc.
[5]Saravanan S and Brindha Devi K (2021), “A Study on Online Buying behavior with
special reference to Coimbatore city” focused on online shoppers’ preferences and problems
on various online shopping marketers. Higher computer literacy makes internet shopping
smarter. Their awareness about the internet also makes them better positioned to identify and
take decision for products and services.
[6] Mohana Priya S and Anusuya D (2022), “A Study on Customer Preferences and
Satisfaction towards selected online websites with special reference to Coimbatore city”
stated that online shopping has grown in popularity over the years mainly because people
find it convenient from the comfort of their home or office. Most of the customers are
satisfied by online shopping, but the only hinder is that they are not fully secured.
Government has to improve security laws related to online websites so that the online
customers feel secured in case of debit card, credit card or online payments.

9
 Chapter 3
Research Methodology
Research Design

A research design is a type of blueprint prepared to depend on various types of blueprints

available for the collection, measurement and analysis of data. A research design calls for
developing the most efficient plan of gathering the needed information. The design of the
research study is based on the purpose of the study.

“Research means different things to different people” and the intention behind it are to
investigate innumerable data, theories, experiences, concepts and law. “The procedural
framework within which the research is conducted” is the definition of research
methodology. The two broad and distinct approaches to social research cover the
Quantitative and Qualitative methods of enquiry. The quantitative paradigm on the other
hand intends to gain a deeper understanding,

knowledge and insight into a particular situation or phenomenon, by providing answers to

questions of “how?” rather than “what?”. Unlike qualitative research which occurs in natural
settings, quantitative research is where hypotheses are established.

Data collection

The data required for understanding will be collected from various online customers. In order
to conduct the study digital survey was conducted through Facebook and e-mail. And those
responses are collected in a spreadsheet and further analysis was done. The data collection
method in this particular research comprises of two forms: namely primary and secondary
data. One needs to be careful while using secondary data as maybe the collected data may be
biased as the collector of that original data might have highlighted only a partial picture or
another aspect may be that data may be quite old and also the data quality could be unknown.
Primary data

“Data collected specifically for an undertaken research project” is the definition of primary
research as given by Saunders et.al. (2003: p. 486). Primary data is generally produced by
any researcher to solve any particular problem or problem at hand. The only downside is that

10
it can be expensive and time-consuming. The different ways of collecting primary data are
through surveys, focus groups, and observation

In this study, primary data is collected through a well-designed questionnaire with the help of
a digital survey. The questionnaire consists of quantitative and qualitative multiple-choice
questions, and respondents are asked to select the one option that best suits them from
multiple options. Secondary data

A prerequisite for collecting primary data is a careful examination of existing secondary data
(Malhotra, 2005). Data collected from existing journals, reports, and statistics from private
and public institutions is called secondary data. For this specific study, secondary data
collection was done primarily from marketing magazines already available on the subject.
The secondary data helps the author to understand how Indian consumers perceive online
shopping. Thus, the study conducted analyzed the primary data with the justification and
validation of the present secondary data.

Sample technique

Selecting a study sample is an important step in any research project because it is rarely
efficient, practical, or ethical to study entire populations. In this study, the sampling strategy
used is convenience sampling. Sample size is 100. A small portion of something that is
intended to represent the whole or a subset of the population. Simple random sampling is
used in this research simple random sampling is being used.

Data collection

The data collection would be

PRIMARY DATA: Questionnaire

SECONDARY DATA: Journals, Internet, newspaper, etc.

Sample design

Online customers of Lucknow city are included under this research and tell their satisfaction

11
level.

Data source

Both Primary and Secondary sources of data would be used The major type of information is
used from primary data.

12
 Chapter 4
Data Analysis
The data collected from primary sources through a collection of the responses of the
questionnaire was assembled, stored, selected and analyzed. The analysis of the data is as
under here-
Demography:

1. Gender of Respondents:
Table 4.1: Gender-wise respondents
Male Female Total
Responses 58 42 100
Percentage 58 42 100

Graph 4.1: Gender wise respondents

Interpretation
According to demography profile, in this study 70 % male and 30% female respondents are
part of my target population and they help me to fulfill my questionnaire from different area
of Bangalore city. From these groups total number of respondents are 100. So, according to
the survey result, the male respondents are more and can be told that they interested to shop
online than female, even though both of them shop online

13
2. Age Group:

Table 4.2: Age wise respondents

15-25 25-35 35-45 45 & above Total

No. of respondents 63 24 12 1 100
Percentage 63 24 12 1 100

Graph 4.2: Age wise respondents

Interpretation:

Overall result shows that between all of them the respondents who has age limit exceeds above
45 years people are not familiar to shop online on my target population.

14
3. Occupation:

Table 4.3: Occupation wise respondents

Business Housewife Salaried Student Others Total

person

No. of 8 7 46 29 10 100
respondents
Percentage 8 7 46 29 10 100

Graph 4.3: Occupation wise respondents

Interpretation:

In this survey, 46% of the respondents are salaried and 39% are students. So they both
together made majority of respondent's percentage (85%), 8% are business persons and 7%
are House wife. Salaried persons and students will always look for new technologies and
new services which make them more comfort.

15
4. Educational Qualification:

Table 4.4: Educational wise respondents

Graduate Postgraduate SSC or Others(PhD)

Equivalent
No. of 63 36 0 1
respondents
Percentage 63 36 0 1

Graph 4.4: Educational wise respondents

Interpretation:

graduate Equivalent

All of them in this survey are graduate and above qualified peoples only. Among these 63% are
graduates, 36% are post graduates and one person is PhD.

16
5. Annual Income:

Table 4.5: Income wise respondents

0-3 L 3-6 L 6-9 L 9 & Above

No. of 60 23 13 4
respondents
Percentage 60 23 13 4

Graph 4.5: Income wise respondents

Interpretation:

Since 39% of this survey is students most of them are of 0-3L income range. ie 60%. 23% of
them are in 3-6L income range, 13% in 6-91 and 4% is 9 & above.

Behavioural factors:

This survey is conducted on those people who do online shopping and are aware of Amazon.in.
So everyone answered "yes" for those two questions.

17
6) Frequency of purchase from online:

Table 4.6: online shopping usage

Always Often Sometimes Seldom Never Total

Male 5 21 29 3 0 58
Female 4 14 23 1 0 42
Total 9 35 52 4 0 100

Graph 4.6: online shopping usage

Interpretation:

More than half of them use online shopping sometimes, ie 52%. People who always and mostly
shop through online shopping are also good in number, 9 and 35, together 44%. And who use
online shopping rarely is very less in number 4%. Since only 44% are mostly using this, there is
a wide space to fill and to make online shopping a great success: And there is not much gender
difference in online shopping, which means both males and females enjoying online shopping
and its benefits.

18
7)Mode of awareness about Amazon.In:

Table 4.7: Modes of awareness about Amazon.In

Word Advertisements, Blog Links Promotional Search

of newspapers, TV recommendations from emails engine
Mouth other (like
website Google)
No. of 39 22 2 15 5 17
respondents
Percentage 39 22 2 15 5 17

Graph 4.7: Modes of awareness about Amazon.In

Interpretation:

Most of them are aware about Amazon.In through word of mouth (39%) followed by television
and online advertisements (22%). Customers got awared through blog recommendations (2%)
and promotional e-mails (5%) are very less in number.

This means a good communication about Amazon In is going on through friends and families,
which proves that word of mouth strategy by them is the most successful means of making
people aware about their products. Success can only be gained through delighted customers who
act as advocates for their products and there is a wide scope of other digital advertisement
techniques like search engine marketing, email- marketing. providing links and blog
recommendations morder to make more customers.

19
8) Frequency of using Amazon.In while online purchasing:

Table 4.8: Frequency of using

Every time Occasionally Most of the Hardly ever Total

time
No. of 17 45 32 6 100
respondents
Percentage 17 45 32 6 100

Amazon.In

Graph 4.8: Frequency of using Amazon.In

Interpretation:

Here on this survey 17% are always choosing Amazon.In for online shopping, while 45% are
using it occasionally. Hardly ever using members are very less, and 32% are using it most of the
time. Since more than half of them prefer Amazon.In while thinking of online shopping, it means
branding had done successfully by them either through advertisements, services or providing
good experience to customers.

20
9) Category that mostly prefer to buy from Amazon.In:

Table 4.9: Category mostly prefer to buy from Amazon.In

Electronics Apparels & Books, Stationaries Healthcare Home &

Accessories Movies & & Kitchen
Music Personal Items
care
No. of 39 20 30 3 4 4
respondents
Percentage 39 20 30 3 4 4

Graph 4.9: Category mostly prefer to buy from Amazon.In

Interpretation:

Electronic items, Books and Stationery, Apparels& Accessories, cameras, watches and others
(bags, belts, etc.) are purchased more. 39% of respondents are preferred to buy Electronics items
followed by Books and Stationery (30%) and Apparels and Accessories (20%). Books &
stationery and electronics items are more famous among the students and that may be the reason
for large purchase of those items from Amazon.In.

21
10) Reason for customer's preference on Amazon.In than others:

Table 4.10: Customers expecting feature of Amazon.In.

Fast Availability After Easy Portal Replacement

Delivery Sales payment features
service options
No. of 31 29 8 17 5 10
respondents
Percentage 31 29 8 17 5 10

Graph 4.10: Customers expecting feature of Amazon.In

Interpretation:

One of the most efficient features in Amazon.In is fast delivery when compared to other online
shopping websites. So, most of the customers prefer this website for shopping with the
perception of quick delivery (41%) and availability of product (29%), followed by easy payment
options (17%). And there is a scope of increasing after sales services and portal features when
comparing with other features

22
11) Rating of services on Amazon.In (in a scale of Excellent, Good, Average,
below average, Poor)

Table 4.11: Rating of Amazon.In services

Excellent Good Average Below Average Poor

Cash on delivery 45 45 5 2 2
30 days replacement 23 55 20 2 0
policy
EMI options 21 48 25 5 1
Free Shipping 35 34 17 12 2

Graph 4.11: Rating of Amazon. In services

Interpretation:

46% of respondents are rated excellent for cash on delivery service, while for 30 days
replacement policy 55% rated good and 23% rated excellent. For EMI options 48% rated good
and 21% rated excellent, and for free shipping 35% rated excellent. While analysing the data,
customers have more interest in two services of Amazon.in:

That is. 30 days replacement policy and EMI options.

Since Amazon.in is providing 30 days replacement policy for all the products in the platform.
And this combined mix service increased the customer trust

In case of EMI options, Amazon.In is the only site which accepts all credit cards and thus it
provides a better payment options to the customers.

Cash on delivery is a compactable service that provided to the customers and they are much
satisfied on that service also. Even some rated less for this service, may be because of less
customised experience on cash on delivery.
In case of free shipping, Amazon. In provide this service for total purchase of rupees 300 and
above only. So it may affect some of the customers who purchase less price products frequently.

23
12) Issues faced by customers while shopping in Amazon.In

Table 4.12: Issues faced when purchased from Amazon.In

Out Payment Replacement Delay in Faulty No Others
of issues issues Delivery Product issues
stock
No. of 37 6 6 12 8 30 1
respondents
Percentage 37 6 6 12 8 30 1

Graph 4.12: Issues faced when purchased from Amazon.In

Interpretation:

In this survey, 30% of customers didn't face any of those problems that mentioned. while 37% of
customers faced out of stock issue. This is one of serious issue faced by most of customers. Since
discounts and features are the one feature that most of the customers looking for and when a
good product with high discount is displayed in Amazon. In platform, customers brought it as
soon as they could. Thus the products will be out of stocked. Amazon In started notifying the
customers about the product when the stock got available.

Payment issues and replacement issues are less in number (total 12%) since different payment
options like EMI options, card payments, Cash on delivery, Wallet payments etc... are provided
by Amazon.In and customers are satisfied with those. In case of replacement also only less issues
are happened, thus shows most of them are satisfied with that service.

Delay in delivery happens because of shipping and courier service issues. It is a problem with
supply chain. Mostly it happens in the end part of the supply and in rural areas where courier
services are less active. Faulty product issue also happened to 8% of the customers and one of
the policies to overcome this issue is 30 days replacement policy of Amazon.In

24
13) Recommending this website to others:

Table 4.13: Recommending Amazon.In to others

Yes No Total

No. of respondents 95 5 100

Percentage 95 5 100

Graph 4.13: Recommending Amazon.In to others

Interpretation:

No: of Responses

In this survey, most of them (95%) are happy to recommend Amazon. In to others like friends
and family. And this shows word of mouth publicity is successfully running and this is one of the
great advantages for Amazon.In.

25
14) Customer's rating about services on Amazon.In: (in a scale of 5, 5 as highest

and 1 asleast)

Table 4.14: Rating the experience fromAmazon.In

1 2 3 4 5 Total
No. of 7 11 16 49 17 100
respondents
Percentage 7 11 16 49 17 100

Graph 4.14: Rating the experience from Amazon.In

Interpretation:

While analysing the rating of experiences. Amazon.In provides a good and excellent experiences
to most of the customers.

Mode of given data: 4 & Median of given data: 4

49% of customers rated 4 as the experience and more than half of the population (66%) rated 4 &
5 as experience.

26
15) Satisfaction of customers while Amazon.In services are used:

Table 4.15: Satisfaction on services of Amazon.In

Yes No Total

No. of respondents 81 19 100

Percentage 81 19 100

Graph 4.16: Satisfaction on services of Amazon.In

Interpretation:

81% of the population is satisfied with the service of Amazon.In. This helps Amazon. In to retain
the customers and also shows that the branding and marketing techniques of

Amazon.in also got succeed

27
 Chapter 5

Findings
 There is not much difference in gender for using online shopping.

 Students and salaried persons are most frequent users of Amazon.In.

 Frequency of purchase for electronics, books and music, apparels and accessories are
more in Amazon.In.

 Word of mouth was more influential in promotion as many people were made aware by
their friends and family when customers recommend this website to them.

 Highly discounted products got out of stock quickly, since customers purchased it as soon
as they could when they see high discount on good featured product.

 The services provided by Amazon.In are good and even more scope of development is
there for increasing the customer strength.

 Digital marketing techniques like search engine marketing, links providing other website
and advertisement also functioned well for promotion of this website.

 Fast delivery is one of best service Amazon. In is providing.

 Different payment options available in Amazon.In made customers more satisfied and
comfort for paying while purchasing product.

 Customers feeling more secured when purchasing through Amazon. In because of

different policies and services they have.

 In comparison with competitors, Amazon.In is charging free shipping for the purchase of
300 plus rupees, while others free ship the service without any barrier.

 Out-of-stock is the main issue faced by Amazon.In.

 Most of the customers have good experience with Amazon In while purchasing products.

 Most of them are satisfied with the services of Amazon.In and so that they succeed in
retaining the customers.

 Advertising is an important way to have the brand and products familiar to consumers.

 Convenience and time saving are two important factors that customer looking for while
purchasing through online.

28
 Conclusion

The thorough study is based on consumer behavior analysis, which provides a great insight
into the consumer perception of online shopping. In order to be satisfied, the consumer
perceives many things before purchasing the products and will be satisfied when the
company meets their expectations.

Amazon.In's overall brand value is good, but it faces stiff competition from its global
competitors such as Ebay and Amazon. Talking about the domestic market i.e. India, it is the
best quality e-commerce portal which is expanding aggressively and taking its roots deep
into the Indian market while shifting the mindset of people from brick and mortar shopping
to online stores which is great!.

Be very consumer-centric and create amazing experiences for customers.

29
 Recommendations

 Amazon.in has successfully placed itself into the prospect’s mind making it the India's
largest online store with huge range of products. But it still needs to work on their core
competence that is books and stationery items.

 Delivery services can be improved mainly in rural areas by selecting appropriate service
which has services in customer area for dispatching an item.

 Can make free delivery to all priced products.

 Can include more coupon codes and gift vouchers for increasing the traffic of the
customers.
 Out of stock items can made available as soon as possible and intimate the needed
customers.
 Should look for International/ Overseas markets or Neighboring Countries.

 Critical mass of Internet users-Internet users in India is increasing at increasing rate, so

Amazon. In can target more & more cities i.e. not only tier 1 & 2 but also tier 3 & 4
cities, which will help generate stronger customer base & more revenues.

 Should clearing focus on the Growing Online Apparel business & it can diversify into
apparel category either organically or inorganically by acquiring other portals.
 User Experience: Portal should continuously aim to work to improve the user
experience by adding more & more innovative features in the website like virtually
shopping basket, virtual trial rooms. In this competitive world to differentiate via user
experience, the ultimate winner will be the Indian online consumer.

 Should comprehensively invest into E-CRM & online reputation management.

 Logistics & Supply Chain: can continuously aim to reduce the delivery time cycle.
 Price will still be a factor as amazon being a huge company will use its economies of
scale to remove their competitors from the market; therefore they need to be more
competitive on that aspect.

30
 Chapter 6
Bibliography

[1]. Kanwal Gurleen (2022), “Consumers Perception Towards online Shopping”,

International journal of management & Information Technology, 1, 115-122.

[2]. Adrita Goswami et.al (2021), “Customer Satisfaction towards Online Shopping with
Special Reference to Teenage Group of Jorhat Town”, Indian Journal of Research, 3(4), 239-
241.

[3]. Dhevika V P T, Latasri O T V, Karmugil S (2022), “Factors Affecting Online Shopping

of Customers” , Research journal ’s Journal of Marketing, 2(4), 220-235.

[4]. Ashish Pant (2022), “An Online Shopping Change the Traditional Path of Consumer
Purchasing”, International Journal of Business and Management Invention, 3(2), 39-42.

[5]. Saravanan S and Brindha Devi K (2021), “A Study on Online Buying behavior with
special reference to Coimbatore city”, International Journal of Commerce, Business and
Management, 4(1), 2-8.

[6]. Mohana Priya S and Anusuya D (2022), “A Study on Customer Preferences and
Satisfaction towards selected online websites with special reference to Coimbatore city”,
Indian Journal of Research, 3(11), 11-20

31
 Chapter 7
Limitations of the study

The problem faced during the research and after the data collection were

1) Time constraint- since the time span for the thesis was only three months an in depth study
and analysis became a little difficult.

2) Sample size- the sample size of the study is only 100 which do not give a comprehensive
result. The conclusion of the study may not have resulted to an accurate outcome due to the
sample size being small.

3) Bound to location- the other limitation of the study was it was limited to only Delhi NCR
which constitutes of a different set of samples. The buying behavior of an individual varies
from place to place. It is considered that the area between Greater Noida & Noida has an
affluent set of families hence their buying behavior towards online shopping be different
from the samples that stay beyond NOIDA

4) Questions left blank- certain question have been left blank which does not allow an
accurate analysis

32
 Chapter 8
Annexure
NAME. :-------------------------------------------
OCCUPATION. :--------------------------------------------
COMPANY NAME. :-------------------------------------------
DESIGNATION. :--------------------------------------------
ADDRESS. :-------------------------------------------
TEL. NO. :--------------------------------------------
MOB. NO. :-------------------------------------------

1. Gender
● Male
● Female

2. Please tick the age group you belong to.

● 16-25
● 25-35
● 35-50
● 50 or above

3.Please tick your occupation

● Salaried Professional
● Housewife
● Business
● Student
● Unskilled
● Others, please specify

4. Please tick your education as relevant

● Postgraduate
● Graduate

33
 ● Higher secondary school certificate
● High School certificate Less than 12 years in school
● Others (PHD)

5.Please tick your income range

● Less than Rs.3 lakhs per annum

● Rs.3 to Rs.5 lakhs per annum
● Rs.6 to Rs.9 lakhs per annum
● Rs.8 to Rs.10 lakhs per annum
● More than 10 lakhs per annum

6.How frequently do you shop through e-commerce websites

● Always
● Often
● Sometimes
● Seldom
● Never

7. In which mode you aware of about Amazon.In?

● Word of mouth
● Advertisement(TV Newspaper etc)
● Blogs recommendation
● Links from other website
● Promotional mails
● Search engine(Google, Yahoo etc)

8.How much you use Amazon.In?

● Everytime

34
● Most of the time
● Occasionally
● Very less

9. item you mostly prefer to buy from Amazon.In?

Electronics
 Apparels & accessories
 Books/ Movies & music
 Stationary
 Healthcare
 Kitchen & home items
 Digital products

10. Why you use Amazon. In as compaired to any other online marketing website?

● Fast delivery
● Availability
● After sale service
● Easy payment
● Portal feature
● Replacement service

11. Please rate the service of Amazon.In

0-3 (Poor) 3-5(Below average) 5-7(Average) 7-9(Good) 10(Excellent)
On account of
● Cash on delivery ( )
● 30 days replacement policy()
● EMI option ()
● Free shipping ()

35
 12. Which type of issue you face in Amazon In?

● Replacement issue
● Delivery delay
● Faulty product
● No issue
● Other
13.Will you recommend Amazon In to others?

 Yes
 No

14. How much you rate service of Amazon.In between 1 to 5 where- 1- lowest & 5-
highest

 1
 2
 3
 4
 5

15. Will you satisfied the service of Amazon.In?

 Yes
 No

36