CHAPTER 1

1.1 INTRODUCTION

Jeff Bezos founded Amazon in July 1994. He chose Seattle because of technical
talent as Microsoft is located there. In May 1997, Amazon went public. It began
selling music and videos in 1998, at which time it began operations internationally by
acquiring online sellers of books in the United Kingdom and Germany. The following
year, Amazon began selling items including video games, consumer electronics, home
improvement items, software, games, and toys.

In 2002, Amazon launched Amazon Web Services (AWS), which provided data on
website popularity, Internet traffic patterns and other statistics for marketers and
developers. In 2006, Amazon grew its AWS portfolio when Elastic Compute Cloud
(EC2), which rents computer processing power as well as Simple Storage Service
(S3), that rents data storage via the Internet, were made available. That same year,
Amazon started Fulfillment by Amazon which managed the inventory of individuals
and small companies selling their belongings through the company's internet site. In
2012, Amazon bought Kiva Systems to automate its inventory management business,
purchasing Whole Foods Market supermarket chain five years later in 2017.

On February 2, 2021, Amazon announced that Jeff Bezos would be stepping down
as CEO and transition to Executive Chair of Amazon's board in Q3 of 2021. Andy
Jassy, who is currently CEO of AWS, will succeed Bezos as CEO of the company.

Amazon.com, Inc. engages in the provision of online retail shopping services. It

operates through the following business segments: North America, International, and
Amazon Web Services (AWS). The North America segment includes retail sales of
consumer products and subscriptions through North America-focused websites such as
www.amazon.com and www.amazon.ca. The International segment offers retail sales
of consumer products and subscriptions through internationally-focused websites. The
Amazon Web Services segment involves in the global sales of compute, storage,
database, and AWS service offerings for startups, enterprises, government agencies,
and academic institutions. The company was founded by Jeffrey P. Bezos in July 1994
and is headquartered in Seattle, WA.
1.2 Background History of Amazon:

The parent company, Amazon, was founded by an American technology

entrepreneur Jeff Bezos in 1994 in the United States. Thereafter, it started its
operations in various countries in the world such as China, India, Japan, France,
Singapore, Italy, Germany, UK, Spain, Netherlands, Canada, Mexico, Brazil and
Australia.

Amazon.in was launched in India in 2013. Amit Agarwal leads and handles
Amazon India; he is currently the Managing Director of the company, Amazon India.

1.3 Funding in Amazon India:

Amazon founder Jeff Bezos started the company by making a total investment of
$5 billion in Amazon India. It may take several more years to generate profits for
Amazon India, but the founder, Jeff Bezos is quite bullish on India. He is ready to
make more investments, as may be needed for the operations of Amazon India.

1.4 Acquisitions made by Amazon:

The Parent company Amazon has acquired scores of companies across the globe,
but in India, it has adopted a different strategy for growth. In India, Amazon acquired
a payments company named Emvantage Payments Pvt. Ltd. in 2016.

Emvantage is an Indian company that offers services similar to PayPal and has a
platform that enables online merchants to accept credit and debit cards. Recently,
Amazon India has been planning and trying to acquire the Big Basket, which is India’s
biggest online food and grocery store, offering more than 18,000 products.

1.5 Competition from home-grown e-commerce companies:

Amazon India has been facing cut-throat competition from various local
e-commerce companies such as Flipkart and Snapdeal. Still, the primary competition
for the Indian e-commerce market is currently between Amazon India and Flipkart
only.

The Indian e-commerce market is expected to touch $50 billion in sales by 2020, so
both Amazon India and the Flipkart Company profile are aggressively trying to grab a
larger share.
1.6 About the Founder of Amazon (Jeff Bezos):

The parent company Amazon, Inc. was founded by Jeff Bezos on July 05, 1994.
Jeff Bezos is an entrepreneur, investor, and philanthropist. He is the founder, chairman
and Chief Executive Officer of Amazon.

He acquired his education (Bachelor of Science degrees in electrical engineering

and computer science) from Princeton University. Prior to launching Amazon, he had
worked at Wall Street, as a computer science profession. He is majorly known for
AMAZON-The world’s largest online retailer and BLUE ORIGIN.

1.7 Need for the study

The main aim of the study is to know how the goods are being shipped and
delivered to the customers, what are the difficulties faced by the customers, are the
sellers able to sell the right good to the right customer, what are the difficulties faced
by both the buyers and the seller, is the company making profit, is there any rise in
profit, to know the overall structure of the project. This is the main aim of the project.

1.8 Notable Amazon products and services

Amazon offers an ever-expanding portfolio of services and products. Following is a

list that shows how Amazon products are related to its noteworthy offerings,
Amazon's mission is to be Earth's most customer-centric company , Earth’s best
employer,Customer reviews, 1-Click shopping, personalized recommendations, Prime,
Fulfillment by Amazon.

1.8.1 Retail

● Amazon Marketplace. Amazon's e-commerce platform enables third-party retailers

to showcase and sell their products alongside Amazon items.

● Amazon Fresh. Amazon's grocery pickup and delivery service is currently available
in nearly two dozen U.S. cities and a few international locations. A grocery order can
be placed through the Amazon Fresh website or the Amazon mobile app. Customers
can either get their groceries delivered or visit the store for pickup.
● Amazon Vine. Launched in 2007, Amazon Vine helps manufacturers and publishers
get reviews for their products to help shoppers make informed purchases.

● Woot. Acquired by Amazon in 2010, Woot offers limited time offers and special
deals that rotate daily. This shop features refurbished items, as well as new items that
are low in stock. Prime members get free shipping.

● Zappos. Amazon bought Zappos in 2009. This online retailer of shoes and clothing
carries a wide range of brands, including Nike, Sperry, Adidas and Uggs.

● Merch by Amazon. This on-demand T-shirt printing service enables sellers to

create and upload their T-shirt designs for free and earn royalties on each sale.
Amazon does the rest -- from printing the T-shirts to delivering them to customers.

● Amazon Handmade. This platform enables artisans to sell handcrafted products to

customers around the world

1.8.2 Consumer Technology

● Amazon Kindle. Amazon's first e-reader, Kindle, enables users to browse, buy and
read e-books, magazines and newspapers from the Kindle Store.

● Amazon Fire tablet. Previously known as Kindle Fire, Amazon's popular and
high-profile Fire tablet competes with Apple's iPad.

● Amazon Fire TV. This line of Amazon's streaming media players and digital
devices delivers streamed video content over the internet to a paired high-definition
television.

● Amazon Alexa. This cloud-based, AI-powered, voice-controlled personal assistant

is designed to answer queries, interact with users, and perform other tasks and
commands.
● Amazon Echo. This is one of Amazon's smart home devices that comes equipped
with a speaker and connects to Alexa. Amazon Echo can perform several functions,
including talking about the weather, creating shopping lists and controlling other smart
products, such as lights, switches and televisions.

● Amazon Echo Dot. A smaller, puck-shaped version of the original Amazon Echo,
an Echo Dot can be placed in any room and can answer questions, play music, and
read news and other stories.
● Amazon Echo Show. As part of the Amazon Echo line of speakers, the Amazon
Echo Show works similarly through Alexa but also offers a 7-inch touchscreen display
to play videos and music and conduct video calls with other Echo users.

● Amazon Astro. This is Amazon's first home monitoring robot that works with
Alexa. It is designed to help with various household tasks, such as home monitoring,
caring for the elderly through notifications and alerts, and following owners from
room to room to play TV shows, music or podcasts.

1.8.3 Subscription Services

● Amazon Prime. This subscription service provides members access to exclusive

shopping and entertainment services, discounts and more. As an example, all Amazon
Prime members enjoy free one-day or two-day shipping on qualifying orders.

● Amazon Prime Video. This is Amazon's on-demand video streaming service that
offers a selection of about 24,000 movies and over 2,100 TV shows. This service is
included with an Amazon Prime membership.

● Amazon Drive. Previously known as Amazon Cloud Drive, Amazon Drive is a

cloud storage app that offers 5 gigabytes (GB) of free and secure online storage for
photos, videos and files for Amazon customers. Amazon Prime members get free,
unlimited, full-resolution photo storage, along with 5 GB of video storage.

● Twitch Prime. A monthly subscription service, Twitch Prime is a subsidiary of

Amazon Prime. It gives members premium access to twitch -- a video streaming
platform that offers a fun and social way to watch people play games.

● Amazon Music Prime. This is Amazon's music streaming service that is free for
Prime members.

1.8.4 Digital Content

● Amazon Pay. An online transaction processing platform, Amazon Pay enables

Amazon account holders to use their Amazon accounts to pay external online
merchants.

● Amazon Music Unlimited. Amazon's premium music service costs $8.99 a month
for Prime members and $9.99 for non-Prime members.
● Kindle Store. Part of Amazon's retail website, the Kindle Store can be accessed
from any Kindle device to purchase e-books.

● Amazon Appstore for Android. Amazon's app store for the Android operating
system enables users to download games and mobile apps to supported devices.

1.9 Customer Satisfaction

It is a measure of how products and services supplied by a company meet or
surpass customer expectations. Customer satisfaction is defined as the number of
customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals.

1.9.1 Customer Satisfaction Towards Amazon

For every seller, whether at Amazon, other web shops or in the shop next door,
customer satisfaction should be the top priority. While recommendations or negative
things about purchased products in the retail trade still spread about friends and
acquaintances, it is completely different with Amazon. Here customers have the
opportunity to communicate their experience with a purchased item visibly to all
people. At Amazon this works with a rating between 1 to 5 stars, where 1 star stands
for a dissatisfied customer rating and 5 stars means a particularly good customer
review. In addition, customers have the opportunity to briefly or extensively describe
why they are so satisfied or dissatisfied with the purchased item.

Whether ratings have an influence on the ranking at Amazon is not 100 percent
confirmed. However, the online shop earns with every product sold. Since you can
assume that products that have a good rating are usually more likely to be purchased
than items with a bad rating, Amazon should have a strong interest in listing them high
up.
1.10 Importance of the study

• To get extra knowledge about consumer behavior regarding amazon .

• To know about the function and activities of AMAZON.

• To know about the financial highlights of the AMAZON .

• To know about the product process in the AMAZON.

*To know the sales achieved during the study period.

1.11 Statement of problem Towards Customer(Amazon)

Amazon makes customers happy which will increase the branding value and
overall sales, as the Amazon company makes sure that all of their customers are happy
with the product and services provided by the company. Amazon never compromises
on the quality of the products.

1.11.1 Problems faced in online shopping:

1. Problems faced in online shopping: Damage to the product Barriers are

inability to touch and try product, fear of faulty products, inability to bargain, risk of
breach of financial details. The trustworthiness of online shopping. The fears
expressed by some of the consumers about quality of goods, fear of sharing credit card
information. Some of the major problems faced by consumers in online shopping is
delay in delivery.

1.11.2 Solutions

Amazon offers best prices, good products, and a completely hassle-free shopping
experience for its customers. Companies should ensure high quality standards and
focus on speedy delivery Amazon should focus on delivery times and delivery charges
and product return policies. It should be easier, quicker, and reliable, so that consumers
can enjoy the online shopping experience. Companies should focus on better and safe
packaging for the products. The online stores can increase their reputation by effective
marketing strategies like physical demonstration videos for goods, on time delivery
together stop buying consumers.
1.12 Objectives of the study

• To know the customer's attitude and perception towards AMAZON products.

• To know the satisfaction level of customers based on the quality of the products, the
safe delivery of the products and other important factors to know how the products
provided by AMAZON are being processed.
*To know the financial position of the company and to know the consumer behavior.

1.13 Scope of the study

The study mainly consists of views from consumers regarding the price, quantity,
quality of the product provided by AMAZON and enables to ascertain the respondent
level regarding the product. The study has been conducted among consumers at
different places in college where AMAZON products are delivered .

The main aim of the study is that it provides detailed information about the products
and its processes and the report gives an overview of the company and the products
and the consumers who use the products provided by the company. The study clearly
provides the information regarding the consumer behavior towards the products
provided by AMAZON.

1.14 Research design method of data collection

The data collected was purely secondary data, the information collected was being
collected directly from the net the data collected are the data that are not being
published the unpublished data are obtained from the browser. The other data was
collected from a questionnaire. The questionnaire consists of both open ended and
closed ended questions and mostly contains multiple choice questions and this played
an important role in the collection of data.

1.15 Period of study

The duration of the study was from December 2022 to May 2023, the study was
done with primary data which had almost all the necessary information provided, the
company is doing quite well and the project was successfully completed.
1.16 Limitation of the study

The present study is based on secondary data. The secondary data refer to the data
that is being not collected for the first time. The secondary data are the published data.
The published data are obtained from the net and browser. The limitation of the study
is that the information collected is only from the net, and from the company's app. Few
information collected are primary that is collected for the first time such as
questionnaires.

1.17 METHODOLOGY

1.17.1 Methodology of the study

Research Methodology is a systematic way to solve research problems. It may be

understood as a science of study how research done systematically includes
geographical area covered, period of study.

1.17.2 Population of the study

The study is mostly applicable for all the age groups as the products and services
provided by AMAZON are used by all the age groups. The report provides clear
information on consumer behavior regarding the AMAZON , it is being explained in
detail on consumer behavior on various groups involved in the study and the
population included in the study are mostly customers from all the age groups
regarding the satisfaction of the services and the product provided.
 CHAPTER

Literature Review

(Bellman & Johnson; 2010); Examines the relationship among demographics,

personal characteristics, and attitude towards online shopping. These authors find that
people who have a more varied lifestyle. And those who are more time constrained
tend to buy online more frequently, i.e., those who use the internet as a routine tool
and /or those who are more time starved prefer shopping on the internet.

(Liang & Lai; 2010); Found that online shopping behavior(also called online
buying behavior and internet shopping / buying behavior) refers to the process of
purchasing products or services via the internet. The process consists of five steps
similar to those associated with traditional shopping behavior.

(Aminul Islam; 2011); Consumers satisfaction on online shopping in malaysia

justified that ,the factors that are affecting consumers intention and satisfaction to shop
online .To shop on internet becomes an alternative for consumers since it is more
comfortable than conventional shopping which usually attributed with anxious
,crowded ,traffic jam ,limited time ,parking space and etc.

(Burt & Sparks; 2011); Check the interaction between retail processes and

e-commerce. The study finds that with the benefits of the internet and inclusion of cost

reduction methods in operations, one can enhance its competitive position in process,

structure and relationship terms. The paper also discusses the benefits of e-commerce

and the uncertainty of the future e-commerce industry. The paper concludes by

suggesting that new business models and formats should be developed for retailers and

e-commerce to improve the activities of all sorts.

(Dahiya Richa; 2012); Conducts a study on the role of demographic factors and

their impact on the shopping behavior of online customers. The study opines that

e-business is a new form of business in India which has tremendous potential. It has

been growing significantly ever since its introduction in the country. The author even

comments that The War Between Flipkart and Amazon India: A Study on Customer

Perception to the entire shopping scenario across the globe. Considering it to be the

need of the hour every other company is now running their own online portals to sell

their products and services.

(Martin Dodge; 2012);” Finding the source of Amazon.com: examining the hype

of the earth’s biggest bookstore”, center for advanced spatial analysis. Concluded that

Amazon.com has been one of the most promising e-commerce companies and has

grown rapidly by providing quality service.

(Abhijit Mitra; 2013); “E-commerce in India-a review”, international journal of

marketing, financial services & management research. Concluding that e-commerce

has broken the geographical limitations and it is a revolution-commerce will improve

tremendously in the next five years in India.

(D.k.Gangeshwar; 2013); E-commerce or internet marketing: a business review

from Indian context”, international journal of u- and e- service, science and

technology. Concluded that ecommerce has a very bright future in India although

security, privacy and dependency on technology are some of the drawbacks of

e-commerce but still there is a bright future to ecommerce.

(Balasubramanian & Isswarya; 2017); Their research paper discusses the

customer satisfaction level between Flipkart and Amazon among the customers in an

educational institution. The data were collected from 179 samples who basically post

graduate students and the tools for analysis were simple statistical tools like a

percentage. The study also ponders upon investigating the major factors that ultimately

impact customer satisfaction towards Flipkart and Amazon. The questionnaire focuses

upon the various domains which customers generally emphasize whilst shopping

online like order tracking and delivery, website usage, product availability, payment

procedures etc. The paper concludes by stating that in the war between Flipkart and

Amazon; Flipkart wins by providing an efficient delivery system, user-friendly

website and exact tracking facility.

(Ahuja; 2018); Makes a study on customer perception towards the purchase of

electronic goods through Amazon and Flipkart. The study hovers around four basic

aspects of viz. Gender and satisfaction level towards Amazon, Gender and satisfaction

level towards Flipkart, Income and satisfaction level towards Amazon and Income and

satisfaction level towards Flipkart. The paper finds out that males are more interested in

purchasing electronic goods online than females. However, people get the interest to

purchase electronic goods online only when they are exposed to offers irrespective of

their age and income.

(Poonam Deshprabhu & Naila Pereira; 2018); They are studied in this

mind-set toward on-line purchasing with the client. Their predominant aim changed

into to decide the elements influencing client choice for on-line purchasing. This look

concluded that 5 elements outstanding in selling client delight with reference to online

purchasing are secure.

 1. Bellman, Steven and Lohse, Gerald and Johnson,2010) Eric J., Predictors of
Online Buying Behavior (June 18, 2010). Communications of the ACM, Vol. 42, pp.
32-48, Available at SSRN: https://ssrn.com/abstract=1422171
2. Liang, T., & Lai, H. (2010). Electronic store design and consumer choice: an
empirical study. System Sciences Proceedings of 33rd International Conference in
Hawaii. Communications of the ACM, Vol. 42, pp. 32-48, Available at SSRN:
https://ssrn.com/abstract=1422171
3. Hasina Momtaz, Md. Aminul Islam , Ku Halim Ku Ariffin & Anayet
Karim (2011) , Consumers satisfaction on online shopping in Malaysia, International
Journal of Business and Management , Vol. 6, pp.64-101, No. 10; October 2011 .
4. Burt and Sparks (2011) Internet; E-commerce; Retail; Processes; ReviewJournal of
Retailing and Consumer Services: Volume 10, pp.28-78, Issue 5 ISSN 0969-6989
https://doi.org
5. DahiyaRicha (2012) IMPACT: International Journal of Research in Humanities, Arts
and Literature (IMPACT: IJRHAL) ISSN (P): 2347-4564; ISSN (E): 2321-8878 Vol.
7, Issue 5, May 2019, 391-402 http://www.impactjournals.us
6. Dodge, M.; (2012) Finding the source of the Amazon.com: examining the hype of the
"Earth's biggest bookstore". (CASA Working Papers 12). Center for Advanced Spatial
Analysis (UCL): London, UK http://discovery.ucl.ac.uk
7. Abhijit mitra. (2013), International Journal of Marketing, Financial Services &

Management Research ISSN 2277- 3622 Vol.2, No. 2, February (2013)

www.indianresearchjournals.com
8. Gangeshwer, D.K. (2013) E-Commerce or Internet Marketing: A Business Review
from Indian Context. International Journal of u- and e-Service, Science and
Technology, 6, 187-194. https://www.scirp.org
9. Balasubramanian&Isswarya (2017) IMPACT: International Journal of Research in
Humanities, Arts and Literature (IMPACT: IJRHAL) ISSN (P): 2347-4564; ISSN (E):
2321-8878 Vol. 7, Issue 5, May 2019, 391-402 www.impactjournals.us
10. Ahuja (2018) IOSR Journal of Business and Management (IOSR-JBM) e-ISSN:

2278-487X, ISSN: 2319-7668, PP 90-96 www.iosrjournals.org

11. Poonam Deshprabhu, Sadekar and Naila Pereira (2018) Volume 10, pp. 98-210
Issue 3 March 2022 ISSN: 2320-2882 www.ijcrt.org
 CHAPTER

Theoretical framework

3.1. Introduction On the Internet

The Internet is changing the way consumers shop and buy goods and services,
and has rapidly evolved into a global phenomenon. Many companies have started
using the Internet with the aim of cutting marketing costs, thereby reducing the price
of their products and services in order to stay ahead in highly competitive markets.

Companies also use the Internet to communicate and disseminate information, to

sell the product, to take feedback and also to conduct satisfaction surveys with
customers. Customers use the Internet not only to buy the product online, but also to
compare prices, product features and after sale service facilities the will receive if they
purchase the product from a particular store. Many experts are optimistic about the
prospect of online business.

In addition to the tremendous potential of the E-commerce market, the Internet

provides a unique opportunity for companies to more efficiently reach existing and
potential customers. Although most of the revenue of online transactions comes from
business-to-business commerce, the practitioners of business-to-consumer commerce
should not lose confidence.

It has been more than a decade since business-to-consumer E-commerce first

evolved. Scholars and practitioners of electronic commerce constantly strive to gain an
improved insight into consumer behavior in cyberspace. Along with the development
of E-retailing, researchers continue to explain E-consumers behavior from different
perspectives. Many of their studies have posited new emergent factors or assumptions
which are based on the traditional models of consumer behavior, and then examine
their validity in the Internet context.
3.2.HISTORY OF ONLINE SHOPPING

Online shopping is a form of electronic commerce whereby consumers directly buy

goods or services from sellers over the internet without an intermediary service. An
online shop, e - shop, e – store, internet shop, web shop, web store, online store, or
virtual store, evokes the physical analog of buying products or services at
brick-and-mortar retailers or shopping centers. The process is called business to
consumer (B2C) online shopping. When a business buys from another business it is
called business to business (B2B) online shopping.

3.3.EVOLUTION OF ONLINE SHOPPING

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

1982 Minitel succeeded videotext as an online service making online purchases,

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

1987 With Swreg (offshoot of CompuServe) the community of software developers

and shareware authors got an online market where they could sell their product using
“merchant account”. Thus online shopping started for the software industry people.

1990 Tim Berners-Lee wrote the World Wide Web and gave the first browser to view
the web which changed most things; a whole new revolution started.
1992 Revolutionary book by J.H. Snider and Terra Ziporyn namely; Future shop:
How New Technologies Will Change the Way We Shop and What We Buy. St Martin’s
press.

1994 Analysis Of Consumer Perception Towards E-Retailing 14 Netscape released

navigator browser, later introduced secure sockets layer (SSL) encryption for secure
transaction. Pizza Hut started online ordering on their webpage, cars, bikes and adult
content as well started selling on the internet.

1995 Amazon.com started selling each and everything online, and along with that Jeff
Bezos started the first commercial-free 24 hour, internet-only radio stations. Then
Radio HK and Net Radio started broadcasting. Companies like Dell and Cisco started
using the internet for all their transactions. Online auction started by eBay.

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

1999 Acquisition of business.com by e-Companies for US $7.5 million. Napster the

peer-to-peer file sharing software launches. Home decorative items started selling on
ATG Stores.

2000 The dot-com bust as we know it today wasn’t something that happened in a day,
over speculation for a period for a period of time (approx. 1995-2000) where just the
prefix ”e- “or”.com” in names could make stock prices rise at great rates. This saw a
great many companies rise and fall. Many entrepreneurs camp up with brilliant plans
and most got pretty “generous” venture capitalists, most of these firms stated working
on the principles “expand the market and later profits will cover all present debts and
losses” This speculation was constantly taking the market upwards with NASDAQ at a
peak of 5132.52 points on March 10, 2000. After this the market goes down and with
them the over speculating ones were just wiped off the market.
2002 Paypal, the company which offered an alternative (through the internet) to cash
or check payment, was acquired by eBay for $1.5 billion. CSN stores and Net Shops
were founded with the concept of domain specific commodity and sprung with many
online stores going for one item on each website.

2003 Online shopping matures showing to the world their confidence Amazon.com
posted first yearly profit and thus again presence on the stock market.

2007 Analysis Of Consumer Perception Towards E-Retailing 15 Acquisition of

Business.com by R.H. Donnelley for $345 million. Making way for bigger players in
the technology domain.

2012 Tremendous growth in US in Ecommerce with sales figures touching $204

billion, a decent 17% rise from the previous year.

2014 Online Retailers- Amazon.com has an estimated turnover on a daily basis is

over US $2.5 trillion with growth rate of 14% annually. EBay having sales of US
$1.89billion, these numbers alone speak.

2016 Average online purchases are expected to increase by 78 percent in 2016 from
66 percent in 2015 due to attractive deals and aggressive marketing of even-
expanding range of merchandise from clothes to Jewelry, From electronics to books,”
said a study by Assocham and international accounting firm Price water house
Coopers(PwC)

2017 Cyber Monday sales exceed $6.5B. Ecommerce set a new record when online
sales broke $6.5 billion on Cyber Monday — a 17% increase from the prior year.

2020 COVID-19 Drives Ecommerce Growth, COVID-19 outbreaks around the globe
pushed consumers online to unprecedented levels. By May of 2020, ecommerce
transactions reached $82.5 billion — a 77% increase from 2019. It would have taken
four to six years to reach that number looking at traditional year-over-year increases.
3.4.Global Internet Shopping Scenario

The rapidly increasing popularity of online shopping is a truly global phenomenon.

Online shoppers can be found scattered across the globe, but the world‘s most avid
Internet shoppers hail from South Korea – 99 percent of Internet users in South Korea
have shopped online. German, UK and Japanese consumers come in a close second.
US consumers are slightly more recalcitrant, clocking in at number eight. At the other
end of the spectrum, the world‘s slowest adopters come from Egypt, where 67 percent
of the online population have never made a purchase over the Internet, followed by
Pakistan (60%) and the Philippines (55%).

3.5.Trends in Internet Shopping

Online Shopping in India is in its nascent stages. However, more and more people
are gaining confidence about purchasing products online. Consequently, online
shopping trends are improving and promise a bright future. The internet has been
around in India since quite some time now. However, e-commerce has picked up only
recently. Shopping online is slowly growing up in India too. However, due to the
relatively slow penetration of the internet in many parts of the country, online
shopping is limited to only major metros in India.

Let us inquire about online shopping trends in this part of the world. Ecommerce
can be thought of as an activity wherein the customer uses the internet to order a
product or service. In most circumstances, the transaction may happen online also.
Online shopping places a heavy demand on the use of the internet. One major hurdle
that online shopping faces is the security of transactions, since it is necessary for
shoppers to submit their financial details on the web too. Currently, only a limited
number of merchants are doing business online due to the problems related to
technology. The major hurdles faced are low penetration of computers in India, lesser
number of credit or debit card holders, and many adverse taxation rules.
 There are more products which are capable of being sold over the internet. Many
people still locate information on the internet, but purchase their products offline at
traditional stores. This means that people still are lacking in confidence to purchase
products online. This trend can be countered by providing secure sites for transactions,
and prompt customer service. Online shopping is truly catching on in India, traditional
brick and mortar stores are also getting the hand of doing business online. The trends
demonstrate that traditional stores will keep on doing sufficient business while the
online stores increase their virtual presence on the internet.

3.6.Models of E-commerce

(B2B) Business-to-Business e-commerce, is simply defined as e-commerce

between companies. This is the type of e-commerce that deals with relationships
between and among businesses. About 80% of ecommerce is of this type, and most
experts predict that B2B ecommerce will continue to grow faster than the B2C
segment. Eg: indiamart.com, eindiabusiness.com, tradeindia.com etc.
Business-to-consumer

(B2C): Business-to-consumer e-commerce, or commerce between companies

and consumers, involves customers gathering information; purchasing physical goods
(i.e., tangibles such as books or consumer products) or information goods (or goods of
electronic material or digitized content, such as software, or e-books); and, for
information goods, receiving products over an electronic network. It is the second
largest and the earliest form of e-commerce. Its origins can be traced to online retailing
(or e-tailing). Thus, the more common B2C business models are the online retailing
companies such as flipkart.com Amazon.com, snapdeal.com etc
Business-to-Government

(B2G): Business-to-government e-commerce or B2G is generally defined as

commerce between companies and the public sector. It refers to the use of the Internet
for public procurement, licensing procedures, and other government-related
operations.
 This kind of e-commerce has two features: first, the public sector assumes a
pilot/leading role in establishing e-commerce; and second, it is assumed that the public
sector has the greatest need for making its procurement system more effective.
Web-based purchasing policies increase the transparency of the procurement process
(and reduce the risk of irregularities). To date, however, the size of the B2G
e-commerce market as a component of total e-commerce is insignificant, as
government e-procurement systems remain undeveloped.

(C2C): Consumer-to-consumer e-commerce or C2C is simply commerce

between private individuals or consumers. This type of e-commerce is characterized
by the growth of electronic marketplaces and online auctions, particularly in vertical
industries where firms/businesses can bid for what they want from among multiple
suppliers. It perhaps has the greatest potential for developing new markets. Online
auction site eBay, Yahoo! Auctions are a couple of examples of C2C websites.

3.7.COMPANY PROFILE

3.7.1 AMAZON Company

Amazon, including doing business as Amazon , is an American electronic

commerce and cloud computing company based in Seattle, Washington that was
founded by Jeff Bezos on July 5, 1994. The tech giant is the largest Internet retailer in
the world as measured by revenue and market capitalization, and second largest after
Alibaba Group in terms of total sales.
 The amazon.com website started as an online bookstore and later diversified to sell
video downloads/streaming, MP3 downloads/streaming, audiobook
downloads/streaming, software, video games, electronics, apparel, furniture, food,
toys, and jewelry. The company also produces consumer electronics—Kindle
e-readers, Fire tablets, Fire TV, and Echo—and is the world's largest provider of cloud
infrastructure services .

Amazon also sells certain low-end products under its in-house brand Amazon
Basics. Amazon has separate retail websites for the United States, the United Kingdom
and Ireland, France, Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil,
Japan, China, India, and Mexico. In 2016, Dutch, Polish, and Turkish language
versions of the German Amazon website were also launched.

Amazon also offers international shipping of some of its products to certain other
countries. In 2015, Amazon surpassed Walmart as the most valuable retailer in the
United States by market capitalization. Amazon is the fourth most valuable public
company in the world, the largest Internet company by revenue in the world, and the
eighth largest employer in the United States. In 2017, Amazon acquired Whole Foods
Market for $13.4 billion, which vastly increased Amazon's presence as a
brick-and-mortar retailer.

The acquisition was interpreted by some as a direct attempt to challenge

Wal-Mart’s traditional retail stores. Products & Services Amazon.com product lines
available at its website include several media (books, DVDs, music CDs, videotapes
and software), apparel, baby products, consumer electronics, beauty products, gourmet
food, groceries, health and personal-care items, industrial & scientific supplies,
kitchen items, jewelry, watches, lawn and garden items, musical instruments, sporting
goods, tools, automotive items and toys & games. Amazon is now gearing up in India
to play a role in the grocery retail sector aimed at delivering customer needs.
Amazon company has a number of products and services available, including:

● Amazon Fresh
● Amazon Prime
● Amazon Web Services
● Alexa
● Appstore
● Amazon Drive

Amazon started by focusing on business-to-consumer relationships between itself

and its customers and business-to-business relationships between itself and its
suppliers and then moved to facilitate customer-to-customer with the Amazon
marketplace which acts as an intermediary to facilitate transactions. The company lets
anyone sell nearly anything using its platform. In addition to an affiliate program that
lets anyone post-Amazon links and earn a commission on click-through sales, there is
now a program which lets those affiliates build entire websites based on Amazon's
platform.

Some other large e-commerce sellers use Amazon to sell their products in addition
to selling them through their own websites. The sales are processed through
Amazon.com and end up at individual sellers for processing and order fulfillment and
Amazon leases space for these retailers. Small sellers of used and new goods go to
Amazon Marketplace to offer goods at a fixed price.

Amazon also employs the use of drop shippers or meta sellers. These are members
or entities that advertise goods on Amazon who order these goods direct from other
competing websites but usually from other Amazon members. These meta sellers may
have millions of products listed, have large transaction numbers and are grouped
alongside other less prolific members giving them credibility as just someone who has
been in business for a long time. Markup is anywhere from 50% to 100% and
sometimes more, these sellers maintain that items are in stock when the opposite is
true.
 As Amazon increases their dominance in the marketplace these drop shippers have
become more and more commonplace in recent years. In November 2015, Amazon
opened its first physical bookstore location. It is named Amazon Books and is located
in University Village in Seattle. The store is 5,500 square feet and prices for all
products match those on its website. Amazon will open its tenth physical bookstore in
2017; media speculation suggests Amazon plans to eventually roll out 300 to 400
bookstores around the country. Amazon plans to open brick and mortar bookstores in
Germany.

3.8.SWOT ANALYSIS OF AMAZON

3.8.1.Amazon’s Strengths – Internal Strategic Factors

● Strong brand name – As a global e-commerce giant, Amazon has a strong

position and successful brand image in the market.
● Brand valuation – According to Interbrand’s Global Brand Ranking 2020,
Amazon is ranked at #2 position (Apple at #1 and Google at #3), with a brand
value of $200 Billion.
● Customer oriented – Amazon caters to a large number of customers for
everyday needs at inexpensive prices. This has made it a customer-oriented brand.
● Differentiation and Innovation – Amazon frequently brings creative ideas
and innovative additions to its product line and service offerings like ambitious
drone delivery service and Withings Aura Smart Sleep System. This creates a
differentiation from other companies

3.8.2.Amazon’s Weaknesses – Internal Strategic Factors

● Easily imitable business model – Online retail businesses have become

quite common in this digital world. So imitating Amazon’s business model for
rival firms is not so difficult. A few businesses are even giving Amazon a tough
time. These include Barnes & Noble, eBay, Netflix, Hulu, and Oyster etc.
● Losing Margins in Few Areas – In few areas such as India, Amazon has
faced losses. Its free shipping to customers can be one of the reasons that expose
the risks of losing margins in some markets.
● Product Flops and Failures – Its Fire Phone’s launch in the US was a big
failure while its Kindle fire device didn’t even grow well.
● Tax Avoidance Controversy – Tax avoidance in Japan, UK and US has
sparked negative publicity for Amazon. President Trump criticized Amazon over
taxes on social media.

● Limited brick-and-mortar presence – Amazon owns very limited

physical stores. This sometimes hinders customers buying things which are not
sellable on online stores.

3.8.3.Amazon’s Opportunities – External Strategic Factors

● Amazon can gain the opportunity to penetrate or expand its operations in

developing markets.
● By expanding physical stores, Amazon can improve competitiveness against big
box retailers and engage customers with the brand.
● Amazon has the opportunity to improve technological measures and
organizational policies to reduce counterfeit sales. One case of counterfeit sales
came into light when Amazon sold a fake My Critter Catcher. The product was
sold for $1 less than the original product.
● Can do backward Integration by expanding its production of in-house brands such
as Amazon basics to differentiate its offerings and improve profit margins.
● More acquisitions of e-commerce companies can increase the company’s market
share and reduce the competition level.
●
3.8.4.Amazon’s Threats – External Strategic Factors

● Few controversies have caused a dent in Amazon’s brand image. People critically
reacted and boycotted Amazon sites in 2010 when they found that it’s selling the
book “The Pedophile’s Guide to Love & Pleasure: a Child-lover’s Code of
Conduct.”
● Government regulations can also threaten the business proceedings of Amazon in
some critical countries. Amazon does not ship to Cuba, Iran, North Korea, Sudan,
and Syria.
● Links to exploitative labor – Amazon is one of three retail giants facing scrutiny
from the US State Department for maintaining supply chains and labor sources
associated with human rights abuses. This exposes the e-commerce giant to
reputational, economic, and legal risks.
● Increasing cybercrime can affect the network security system of the company,
aggressive competition with big retail firms like Walmart and eBay can give
Amazon a tough time in the future.

3.9.MISSION AND VISION STATEMENT OF AMAZON

● Amazon’s Corporate Mission Statement

Amazon’s mission statement is “We strive to offer our customers the lowest
possible prices, the best available selection, and the utmost convenience.” This
corporate mission promises attractive e-commerce services to satisfy target customers’
needs. The company focuses on the variables of price, selection, and convenience.

The “lowest prices” component of the mission statement guides the pricing
strategies included in Amazon.com Inc.’s marketing mix or 4P. Low prices are a
selling point that makes the company’s e-commerce website and services attractive. A
corresponding strategic objective is to reduce operational costs to enable the business
to minimize prices. Amazon’s corporate mission statement also points to having the
best selection. For example, the wide array of products on the company’s website is a
factor that attracts customers. Moreover, Amazon.com Inc.’s corporate mission
emphasizes convenience, such as in accessing the company’s products via the Internet.
This characteristic is a response to consumers’ use of “convenience” as a criterion
when evaluating the quality and attractiveness of online retail services.

● Amazon’s Corporate Vision Statement

Amazon’s corporate vision is “to be Earth’s most customer-centric company, where

customers can find and discover anything they might want to buy online.” This vision
statement underscores the business organization’s main aim of becoming the best
e-commerce company in the world. In this regard, the following characteristics are
identifiable in Amazon’s corporate vision statement: Global reach, Customer-centric
approach, Widest selection of products
 The “global reach” component of Amazon.com Inc.’s vision statement is all about
international leadership in the e-commerce market. For example, in stating the “Earth”
as the market, the company shows that it aims to continue expanding globally.Thus, a
corresponding strategic objective is global expansion, especially through market
penetration and market development, which are included in Amazon.com Inc.’s
generic strategy and intensive growth strategies.

The customer-centric approach in Amazon’s corporate vision statement shows that

the company considers customers as among the most important stakeholders in the
online retail business. This consideration agrees with Amazon.com Inc.’s corporate
social responsibility strategy for its stakeholders. Moreover, the corporate vision
indicates continuing efforts to broaden the product mix.

3.10.Company description

Amazon.com, Inc. engages in the provision of online retail shopping services. It

operates through the following business segments: North America, International, and
Amazon Web Services (AWS). The North America segment includes retail sales of
consumer products and subscriptions through North America-focused websites such as
www.amazon.com and www.amazon.ca. The International segment offers retail sales
of consumer products and subscriptions through internationally-focused websites. The
Amazon Web Services segment involves in the global sales of compute, storage,
database, and AWS service offerings for startups, enterprises, government agencies,
and academic institutions. The company was founded by Jeffrey P. Bezos in July 1994
and is headquartered in Seattle, WA.
SHAREHOLDERS OF THE COMPANY

Mutual fund holders 32.04%, Other institutional, 26.89%Individual stakeholders

10.87%

3.11.1 Advantages of online shopping through Amazon

● Save Time: - Do you have the specific list that you want to buy? With just a
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: - The market of fuel industries battles from increasing and
decreasing its cost every now and again, but no matter how much the cost of fuel
is, it does not affect your shopping errands. One of the advantages of shopping
online is that there is no need for vehicles, so no purchase of fuel is necessary.

● Save Energy: - It is tiresome to shop from one location and transfer to another
location. What is worse is that there are no available stocks for the merchandise
you want to buy. In online shopping, you do not need to waste your precious
energy when buying.

● Comparison of Prices: - The advanced innovation of search engines allows

you to easily check prices and compare with just a few clicks. It is very
straightforward to conduct price comparisons from one online shopping website
to another. This gives you the freedom to determine which online store offers the
most affordable item you’re going to buy.

● 24/7 Availability: - Online shopping stores are open round the clock 24/7, 7
days a week and 365 days. It is very rare to find any conventional retail stores that
are open 24/7. The availability of online stores give you the freedom to shop at
your own paced convenience.
● Hate Waiting in Lines: - When buying items online, there are no long lines
you have to endure, just to buy your merchandise. The idea of shopping online is
cutting down those bad habits of standing in a long line and just waiting. Every
online store is designed with unique individual ordering features to purchase the
item.
● Too Ashamed to Buy: - There are times that you want to purchase something
out of the ordinary that can be a bit embarrassing when seen by other people.
Items like weird ornaments, sexy lingerie, adult toys, etc. In online shopping, you
do not need to be ashamed; your online transactions are basically done privately.
● Easy to Search Merchandise You Want to Buy: -You are able to look
for specific merchandise that includes model number, style, size, and color that
you want to purchase. In addition, it is easy to determine whether the products are
available or out of stock.

3.11.2 Disadvantages of online shopping

If there are advantages, most likely there will be disadvantages. Despite the
success of purchasing through online shopping stores, there are still some
disadvantages that most people complain about. These include:
● Personally Check the Item – If you are one of those shoppers who want to
touch, see, and test the product personally, at online shopping, you are not able to
do so. Online stores are only showing product description and photos of the
merchandise, which can be a disadvantage for many online shoppers.
● Diminished Instant Satisfaction – Unlike buying at retail stores, you are
able to use the product instantly after you buy it, which can be satisfying.
However, online shopping requires patience to wait for the item to arrive at your
doorstep about 2 to 3 times

3.12.How Does Online Shopping Work on Amazon?

Following are the basic parameters that determine the working of online grocery
shopping.
● Creating the Website The most important part of online shopping is the
website itself. The website should have a complete list of the products that are
able to be delivered as well as the prices for each item.
 This website should then have a "shopping cart" where a user can add items to a list
of things to be ordered, as well as view and edit items that she is planning to purchase.
Finally, this website should have the ability for the user to enter her address and pay
for the order.

● Filling the Order and Shipping The next step is to take the submitted
order and use it to collect and deliver the items on the list. In general, fulfillment
of the grocery order needs to be done manually by a stock boy or other employee.
This process can be made easier by having a well-organized room where the
products can be easily and efficiently located. The stock person should also check
to make sure that the items placed in the order match the list that the user created.
Then, once the order has been compiled, the collection of food needs to be placed
in a vehicle and delivered to the customer.

● Restocking and Processing Payments Clearly, it is critical to ensure

that all the items listed on the website are in stock and able to be shipped. As a
result, the stockroom needs to be carefully checked to ensure inventory levels are
sufficient. Also, it is important to have the ability to obtain and process payments
made by credit card. Also, in order to encourage repeat customers, it can be
helpful to require customers to have a username, which would allow information
to be stored. This can also help create "suggested" carts of items they commonly
purchase.

3.13.Three main major competitors of Amazon Company

● FLIPKART
Flipkart is an Indian company serving in the electronic commerce sector and
headquartered in Bengaluru, India. It was founded in October 2007 by Sachin Bansal
and Binny Bansal (no relation). Flipkart has launched its own product range under the
name "DigiFlip" with products including tablets, USB flash drives, and laptop bags.
As of April 2017, the company was valued at $11.6 billion.[9] Flipkart was founded in
2007 by Sachin Bansal and Binny Bansal, both alumni of the Indian Institute of
Technology Delhi.
 They worked for Amazon.com, and left to create their new company incorporated
in October 2007 as Flipkart Online Services Pvt. Ltd. Flipkart started by selling books
online and popularized the idea of buying books online in India. Flipkart now employs
more than 33,000 people.

● SNAPDEAL
Snapdeal is an Indian e-commerce company based in India. The company was
started by Kunal Bahl and Rohit Bansal in February 2010. As of 2014 Snapdeal had
300,000 sellers, over 30 million products across 800+ diverse categories from over
125,000 regional, national, and international brands and retailers and a reach of 6,000
towns and cities across the country.Investors in the company include Softbank Corp,
Ru-Net Holdings, Tybourne Capital, PremjiInvest, Alibaba Group, Temasek Holdings,
Bessemer Venture Partners, IndoUS Ventures, Kalaari Capital, Saama Capital,
Foxconn Technology Group, Blackrock, eBay, Nexus Ventures.
Snapdeal was started on 4 February 2010 as a daily deals platform, but expanded
in September 2011 to become an online marketplace. The move came as a surprise to
investors, since the company had a 70 percent share in the daily deals business.
Snapdeal has grown to become one of the largest online marketplace in India offering
an assortment of 10 million products across diverse categories from over 100,000
sellers, shipping to more than 5,000 towns and cities in India. In March 2015,
Snapdeal brought actor Aamir Khan for the promotion of its website in India
● EBAY.in eBay

Include a multinational e-commerce corporation based in San Jose, California that

facilitates consumer-to-consumer and business-to-consumer sales through its website.
eBay was founded by Pierre Omidyar in 1995, and became a notable success story of
the dot-com bubble. eBay is a multibillion-dollar business with operations in about 30
countries, as of 2011. The company manages eBay.com, an online auction and shopping
website in which people and businesses buy and sell a wide variety of goods and
services worldwide. The website is free to use for buyers, but sellers are charged fees
for listing items after a limited number of free listings, and again when those items are
sold. The Auction Web was founded in California on September 3, 1995, by
French-born IranianAmerican computer programmer Pierre Omidyaras as part of a
larger personal site. One of the first items sold on Auction Web was a broken laser
pointer for $14.83.

Astonished, Omidyar contacted the winning bidder to ask if he understood that the
laser pointer was broken. In his responding email, the buyer explained: "I'm a collector
of broken laser pointers. " The frequently repeated story that eBay was founded to help
Omidyar's fiancée trade Pez candy dispensers was fabricated by a public relations
manager, Mary Lou Song, in 1997 to interest the media, which were not interested in
the company's previous explanation about wanting to create a "perfect market". This
was revealed in Adam Cohen's book, The Perfect Store (2002), and confirmed by eBay.

3.14.ONLINE SHOPPING SITES

Marketing made it clear that customers are king for all retailers or service providers.
The competition in the world made it clear that consumer attraction and making the
services more flexible and better feasible is the new dimension in the world market.
The traditional marketing system attracts the clients more than the modern marketing
system and moreover buying and availing the services through the modern system.
 It has made clear that easy and convenient services are delivered to the customers
and attracted more at the distances.Shopping Sites PC Data Online issued top 20
retailers in January 2018. The chart below is based on PC Data Online data.

● Amazon in Score(4.75)-world leader in e-commerce market recently started

operation in India, Now Indians can buy Books, CDS and Electronic at cheaper
price from Amazon . in. for a limited time that offers free shipping.Amazon
employs a multi-level e-commerce strategy. Amazon started by focusing on
business-to-consumer relationships between itself and its customers and
business-to-business relationships between itself and its suppliers and then moved
to facilitate customer-to-customer with the Amazon marketplace which acts as an
intermediary to facilitate transactions.

The company lets anyone sell nearly anything using its platform. In addition to an
affiliate program that lets anyone post-Amazon links and earn a commission on
click-through sales, there is now a program which lets those affiliates build entire
websites based on Amazon's platform.

● Amazon coupons
● Amazon deals & offers

● Flipkart.com in Score (4.78) – Founded in 2004 with only Rs 400000 now in

2004 tuned over 60,000 Core Company. You cannot only buy books online through
Flipkart, but also mobile phones & mobile accessories, laptops, computer accessories,
cameras, movies, music,.
 After takeover of letsbuy.com now flipkart is the largest player of e-commerce in
India. Flipkart is an electronic commerce company headquartered in Bengaluru, India.
It was founded in October 2007 by Sachin Bansal and Binny Bansal (no relation).

Flipkart has launched its own product range under the name "DigiFlip" with
products including tablets, USB flash drives, and laptop bags. As of April 2017, the
company was valued at $11.6 billion. Flipkart was founded in 2007 by Sachin Bansal
and Binny Bansal, both alumni of the Indian Institute of Technology Delhi.

● Flipkart.Coupons
● Flipkart Deals & offer

● Myntra in score (5.16) Myntra.com is leading online retailer of lifestyle and

fashion products. Myntra offers T- shirts, shoes, watches and more at discounted
prices.1, Myntra began selling fashion and lifestyle products and moved away
from personalisation. By 2012 Myntra offered products from 350 Indian and
International brands. The website launched the brands Fastrack Watches and Being
Human. In 2014 Myntra merged with Indian e-commerce company Flipkart.com in
an estimated deal of ₹2,000 crore (US$310 million). The merger was influenced by
two large common shareholders, Tiger Global and Accel Partners. Myntra
functions and operates independently. In 2014, Myntra's portfolio included about
1,50,000 products of over 1000 brands, with a distribution area of around 9000
pincodes in India.
 Chapter

Finding and suggestion

4.1.INTRODUCTION

The main objective of the study is to know the customer’s perception towards
Amazonis an explorative study based on primary data and secondary data. For this
purpose, data were collected from 50 respondents. The collected data were analyzed by
using tables, percentages and graphs.

4.2.Age Wise Distribution

Age is an important demographic variable that not only determines an Individual’s

physical and mental maturity but also reveals many factors like their intention to buy,
types of goods they buy etc. It determines whether one is economically active or
dependent upon others. It decides the earning capacity of the individuals. So, it is
included as one of the profile variables.

Table 4.2

Age-wise Distribution of the Respondents

Sl.No Age Group Number of Percentage

Respondents

1 15-18 years 4 8

2 18-25 years 29 58

3 25-35 years 12 24

4 35 and above 5 10

TOTAL 50 100

Table 4.2 shows that 50 respondents of the age study have been classified into 15 to
18 years, 18 to 25 years, 25 to 35 years, 35 and above.

● 4 respondents forming 8 percentage are in the age group of 15 to 18 years

● 29 respondents forming 58 percentage are in the age group of 18 to 25 years
● 12 respondents forming 24 percentage are in the age group of 25 to 35 years
● 5 respondents forming 10 percentage are in the age group 35 and above
 So, it is observed that the highest percentage of the respondents are in the age group
of 18 to 25 years that is 58 percent. And it shows that the lowest percentage of the
respondents are in the age group of 15 to 18 years that is 8 percent. As per the study, the
most preferred age group for the shopping in amazon are from 18 to 25 years

4.3. Gender-wise Distribution

Gender is a socio-economic variable involving roles, responsibilities, constraints,

opportunities and needs of males and females in an economy. It is one of the important
aspects of the profile of online Customers. It has a significant influence on Customer
behavior and is included in present study. The number of Male and Female respondents
taken for the study is shown in Table 4.3

Table 4.3

Gender-wise Distribution of the Respondents

Sl.No Gender Number of Percentage

Respondents
1 Male 20 40

2 Female 30 60

TOTAL 50 100

Table 4.3 shows that 50 respondents of the age study have been classified into
Male and Female
● 20 respondents forming 40 percentage are Male
● 30 respondents forming 60 percentage are Female

So, it is observed that the highest percentage of the respondents are female ,where
the responding percentage is 60 percent. And the lowest percentage of the respondents
are male where the responding percentage is 40 percent. As per the study, females
preferred to shop in amazon.

4.4. Occupation of the Respondents

Occupation determines the social standing of a family. This is due to the fact that
different occupations decide the status with varying privileges and economic benefits.
In other words, a person’s response to a problem is possibly determined by the type of
occupation he is engaged in and hence variable “occupation” is investigated by the
researcher and presented in Table 4.4.

Table 4.4

Occupation of the Respondents

Sl.No Occupation Number of Percentage

Respondents

1 Student 27 54

2 Business 16 32

3 Homemaker 7 14

TOTAL 50 100
Table 4.4 shows that 50 respondents of their occupation study have been classified
into Student, Business and Homemaker

● 27 respondents forming 54 percentage are as students

● 16 respondents forming 32 percentage are doing Business
● 7 respondents forming 14 percentage are homemaker

So, it is observed that the highest percentage of the respondents are students that is
54 percent. And it shows that the lowest percentage of the respondents are
homemakers, 14 percent. As per the study, the students prefer to shop in amazon.

4.5. Income-wise Distribution

Income decides the background of a person. It is the yardstick to perceive the

standard of living. Poverty line and standard of living of a person are measured by
using income as the prime indicator. It is difficult to get accurate information about the
income of the respondents. The distribution of the respondents based on their annual
income is shown in table 4.5

Table 4.5

Annual Income of the Respondents

Sl.No Income level Number of Percentage

Respondents

1 10000-25000 13 26

2 25000-35000 13 26
 3 35000-45000 10 20

4 45000 and above 14 28

TOTAL 50 100

Table 4.5 shows that 50 respondents of the income level have been classified into
10000 to 25000, 25000 to 35000, 35000 to 45000, 45000 and above.

● 13 respondents forming 26 percentage are in the income level of 10000 to 25000

● 13 respondents forming 26 percentage are in the income level of 25000 to 35000
● 10 respondents forming 20 percentage are in the income level of 35000 to 45000
● 14 respondents forming 28 percentage are in the age group 45000 and above

So, it is observed that the highest percentage of the respondents are in the income
level of 45000 and above that is 28 percent. And it shows that the lowest percentage of
the respondents are in the income level of 35000 to 45000 that is 10 percent. As per the
study, the most preferred income level for shopping in amazon are from 45000 and
above.
4.6.Item that has been purchased through amazon

As a study on the consumers perception towards amazon, it shows a clear lay

regarding the consumers preference of buying different products through amazon. The
distribution of the respondents based on their purchasing choice is shown in table 4.6

Table 4.6

Item that has been purchased through amazon

Sl.No Products Number of Percentage

Purchased Response

1 Apparels 8 16

2 Books 12 20

3 Electronic 10 24

4 Games 6 12

5 Gifts 6 12

6 Others 8 16

TOTAL 50 100

Table 4.6 shows that 50 respondents of the items that have been purchased have been
classified into the products such as Apparels, Books, Electronic, Games, Gifts and
others.

● 8 respondents forming 16 percentage purchase of apparels

● 12 respondents forming 20 percentage purchase of books
● 10 respondents forming 24 percentage purchase of electronic
● 6 respondents forming 12 percentage purchase of games
● 6 respondents forming 12 percentage purchase of gifts
● 8 respondents forming 16 percentage purchase of others

So, it is observed that the highest percentage of the respondents have purchased
books at 28 percent. And it shows that the lowest percentage of the respondents have
purchased gifts and games at 12 percent. As per the study, the most preferred to
purchase books on amazon.
4.7.The maximum amount spent on online shopping

The amount spent online decides the background of a person. It is the yardstick to
perceive the standard of living. Poverty line and standard of living of a person are
measured by using income as the prime indicator. It is difficult to get accurate
information about the income of the respondents. The distribution of the respondents
based on their income is shown in table 4.7

Table 4.7

The maximum amount spent on online shopping

Sl.No Amount Spent Number of Percentage

Response

1 Less than 1000 13 26

2 1000-5000 11 22

3 5000-10000 13 26

4 Above 10000 13 26

TOTAL 50 100

Table 4.7 shows that 50 respondents of the amount spent on amazon have been
classified into less than 1000, 1000 to 5000, 5000 to 10000, above 10000.

● 13 respondents forming 26 percentage amount spent on amazon is less than 1000

● 11 respondents forming 22 percentage amount spent on amazon is 1000 to 5000
● 13 respondents forming 26 percentage amount spent on amazon is 5000 to 10000
● 13 respondents forming 26 percent of the amount spent on amazon is above 10000
 So, it is observed that the highest percentage of the respondents spend their amount
within 1000 to 10000 at 26 percent. And it shows that the lowest percentage of the
respondents spend their amount within 1000 to 5000 at 11 percent. As per the study, the
highest amount spent for shopping in amazon are from 1000 to above 10000.

4.8.Shopping Frequency of Respondents

It defines how often a person uses the internet facilities for online shopping,
according to the respondents who use the internet according to the need. Table 4.8
provides the information regarding the frequency of purchasing online.

Table 4.8

Shopping Frequency of Respondents

Sl.No Shopping Number of Percentage

Frequency Response

1 Once a week 9 18

2 At least once a 12 24
month

3 Once in 2-4 months 10 20

4 Once in a year 8 16

5 According to the 9 18
need

6 Never 2 4

TOTAL 50 100
 Table 4.8 shows that 50 respondents the amount of time spent on amazon have been
classified into Once a week, At least once a month, Once in 2-4 months, Once in a year,
According to the need and Never.

● 9 respondents forming 18 percentage on the amount of time spent on amazon is

once a week
● 12 respondents forming 24 percentage on the amount of time spent on amazon is at
least once a month
● 10 respondents forming 20 percentage on the amount of time spent on amazon is
Once in 2-4 month
● 8 respondents forming 16 percentage on the amount of time spent on amazon is
Once in a year
● 9 respondents forming 18 percentage on the amount of time spent on amazon is
According to the need
● 2 respondents forming 4 percentage on the amount of time spent on amazon is
never

So, it is observed that the highest percentage of the respondents spend their time at
least once a month at 12 percent. And it shows that the lowest percentage of the
respondents never spend their time on shopping online at 2 percent. As per the study,
the highest amount of time spent shopping on amazon is once a month.
4.9.The main motivation for buying through Amazon

It shows the main motivation for buying through amazon. Most of the respondent’s
main motivation is convenience that means ease of purchase, home delivery,
availability to shop 24*7. The respondent’s main motivation is price. Product
availability, discount and qualities are some other main motivations of the respondents.
Table 4.9 provides the information regarding the motivation for purchasing through
amazon

Table 4.9

The main motivation for buying through Amazon

Sl.No Motivation for Buying Number of Percentage

Response

1 Convenience 19 38

2 Price and Saving of time 16 32

3 Product comparison 6 12
Quality Discount And
Comfortable

4 Efficiency 6 12

5 other 3 6

TOTAL 50 100

Table 4.9 shows that 50 respondents on their motivation for buying their product
online have been classified into Convenience, Price and Saving of time, Product
comparison Quality Discount And Comfortable, Efficiency and other.

● 19 respondents forming 38 percentage amount spent on amazon for its

Convenience
● 16 respondents forming 26 percentage amount spent on amazon for its Price and
Saving of time
● 6 respondents forming 26 percent of the amount spent on amazon for its Product
comparison Quality Discount And Comfortable and for its efficiency
● 3 respondents forming 6 percent of the amount spent on amazon for other purpose

So, it is observed that the highest percentage of the respondents spend their amount
and time for its convenience and other purposes at 38 percent. And it shows that the
lowest percentage of the respondents spend their amount and time for its Product
comparison Quality Discount And Comfortable Efficiency at 11 percent. As per the
study, the highest amount spent shopping on amazon for its convenience.

4.10.Favorite online site by the Respondents

It shows the favorite online shopping by the respondents. The percentage of the
respondents rank their most favorite shopping sites that are available to shop 24*7. The
respondent’s main motivation is price. Product availability, discount and qualities are
some other main objectives of the respondents. Table 4.10 provides the information
regarding their favorite online site.

Table 4.10

Favorite online site by the Respondents

Sl.No Online Site Number of Percentage

Response

1 AMAZON 24 48

2 FLIPKART 10 20

3 JIO MART 6 12

4 MYNTRA 6 12

5 OTHERS 4 8

TOTAL 50 100
 Table 4.10 shows the most favorite online site. 50 respondents on their motivation for
buying their product online have been classified into Convenience, Price and Saving of
time, Product comparison Quality Discount And Comfortable, Efficiency and other
according to their satisfaction level.

● 24 respondents forming 48 percent of people spent on amazon for purchase with a

high level of satisfaction and with a good review
● 10 respondents forming 20 percent of people spent on flipkart for purchase with a
satisfaction level.
● 6 respondents forming 12 percent of people spent on jio mart and myntra for its
Product comparison, Quality Discount And Comfortable and for its efficiency
● 4 respondents forming 8 percent of people spent on other sites for purchasing.

So, it is observed that the highest percentage of the respondents spent on

amazon to purchase for their convenience and other purposes at 48 percent in
amazon. And it shows that the lowest percentage of the respondents spent on other
sites for their time on its Product comparison Quality Discount And Comfortable
Efficiency at 8 percent. As per the study, the highest people prefer amazon for
shopping .

4.11.Payment Method of the Respondent

It shows the mode of payment made during online shopping by the respondents.
The percentage of the respondents rank their most comfortable mode of payment during
online shopping that are available to shop 24*7. Table 4.11 provides the information
regarding the respondent comfortable mode of payment during online shopping.
 Table 4.11

Payment Method of the Respondent

Sl.No Mode of Payment Number of Percentage

Response

1 Credit Card 9 18

2 Debit Card 8 16

3 Cash on delivery 16 32

4 UPI payments 13 26

5 Others 4 8

TOTAL 50 100

It is evident from table 4.11 that the information regarding the payment mode has
been classified into Credit Card, Debit Card, Cash on delivery, UPI payments and
others that are normally adopted for online shopping.

● 9 respondents forming18 percent of the respondents use credit card as their

payment mode for online shopping
● 8 respondents forming 16 percent of them use debit card for payment mode for
online shopping
● 13 respondents forming 26 percent of the respondents use UPI payment mode for
online shopping
● 16 respondents forming 32 percent of the respondents use cash on delivery for
payment mode for online shopping
● 4 respondents forming 8 percent of the respondents use other modes for payment
online shopping.

So, it is observed that the highest percentage of the respondents use cash on
delivery for the payment process to purchase at 32 percent. And it shows that the
lowest percentage of the respondents use other modes of payment at 8 percent. As
per the study, the highest people prefer cash on delivery for the payment process .
4.12.The barriers to purchase online by the Respondents

It shows the barriers involved during online shopping by the respondents. The
percentage of the respondents show the barriers during online shopping that are
available to shop 24*7. Table 4.12 provides the information regarding the respondent
barriers to purchase their products during online shopping.

Table 4.12

The barriers to purchase online by the Respondents

Sl.No Barriers Number of Percentage

Response

1 Communication 4 8

2 Internet 8 16

3 Price 7 14

4 Quality 6 12

5 Time of Delivery 4 8

6 Product damage 4 8

7 Lack of 10 20
information

8 Not delivered to 7 14
proper address

TOTAL 50 100
 The above table 4.12 describes about the problems faced by the respondents during
online shopping of the products, these factors may be influenced them for not much
depend on the online shopping, not willing to provide credit card number and not
willing to provide personal information , also the some of the customers faced the
problem of delay in delivery and Products mismatch; they received products through
online shopping but the product was not as it’s in the website, also few customers
received cheap quality products thought online shopping.

4.12.Perception and feedback of shopping through Amazon

It shows the perception and feedback of shopping on amazon. The percentage of

the respondents rank according to their feedback during online shopping that are
available to shop 24*7. Table 4.12 provides the information regarding the perception
and feedback of shopping on amazon.

Table 4.12

Preception and feedback of shopping through Amazon

Sl.No Feedback Number of Percentage

Response

1 Highly satisfied 38 76

2 Satisfied 9 18

3 Moderate 2 4

4 Not satisfied 1 2
 TOTAL 50 100

It is evident from table 4.12 that the information regarding the feedback of shopping
through amazon mode has been classified into Highly satisfied, Satisfied, Moderate and
Not satisfied that are normally adopted for online shopping.

● 38 respondents forming 76 percent of the respondents are highly satisfied shopping

with amazon
● 9 respondents forming 18 percent of the respondents are satisfied shopping with
amazon
● 2 respondents forming 4 percent of the respondents are moderately satisfied
shopping with amazon
● 1 respondents forming 2 percent of the respondents are not satisfied shopping
with amazon

So, it is observed that the highest percentage of the respondents are highly
satisfied with shopping with amazon at 76 percent. And it shows that the lowest
percentage of the respondents are not satisfied with shopping with amazon at 1
percent. As per the study, the people are highly satisfied shopping with amazon.

4.13.Return back of the product

It shows the return of the product on amazon. The percentage of the respondents
rank according to their product return during online shopping that are available to shop
24*7. Table 4.13 provides the information regarding the return back of product during
shopping.
 Table 4.13

Return back of the product

Sl.No Number of Number of Percentage

Return Response

1 Several Times 6 12

2 Couple of times 27 54

3 Rarely 12 24

4 Never 5 10

TOTAL 50 100

It is evident from table 4.13 that the information regarding the returning back of the
product during shopping mode has been classified into Several Times, Couple of times,
Rarely and Never that are normally adopted for returning the products during online
shopping.

● 6 respondents forming 12 percent of the respondents have returned their products

several of times
● 27 respondents forming 54 percent of the respondents have returned their
products several of times
● 12 respondents forming 24 percent of the respondents have returned their products
rarely
● 5 respondents forming 10 percent of the respondents have never returned their
products.

So, it is observed that the highest percentage of the respondents return their
product a couple of times at 54 percent. And it shows that the lowest percentage of
the respondents never return their product at 10 percent. As per the study, the
people return their product to some damages or low in quality or in quantity.
 4.14.Delivered to wrong address

It shows the product delivered to the wrong address during online shopping. The
percentage of the respondents rank according to their product that have been delivered
to wrong address during online shopping that are available to shop 24*7. Table 4.14
provides the information regarding the product delivered to the wrong address.

Table 4.14

Delivered to wrong address

Sl.No Particulars Number of Percentage

Response

1 Yes 26 52

2 No 15 30

3 May be 9 18

TOTAL 50 100

It is evident from table 4.14 that the information regarding the delivery of the
product during shopping mode has been classified into yes, no and maybe regarding the
delivery of the products to the wrong address that have been normally adopted for
returning the products during online shopping.

● 26 respondents forming 52 percent of the respondents have responded yes for the
wrong delivery of the product to different address
● 15 respondents forming 30 percent of the respondents have responded no for the
wrong delivery of the product to different address
● 9 respondents forming 18 percent of the respondents have respond maybe for the
wrong delivery of the product to different address

So, it is observed that the highest percentage of the respondents has experienced
returning their product to the wrong address a couple of times at 52 percent. And it
shows that the lowest percentage of the respondents has maybe experienced returning
of their products to the wrong address at 18 percent. As per the study, the people have
experienced the delivery of the product to the wrong address.

4.15.Have the vendors send the product that were different from one
shown in website

It shows the product that was different from the one shown in the website
delivered to the wrong address during online shopping. The percentage of the
respondents rank according to their product that have been wrongly delivered during
online shopping that are available to shop 24*7. Table 4.15 provides the information
regarding the product delivered to the wrong address.
 Table 4.15

Have the vendors send the product that were different from one shown in website

Sl.No Response Number of Percentage

response

1 Yes 8 16

2 No 20 40

3 May be 22 44

TOTAL 50 100

It is evident from table 4.15 that the information regarding the delivery of the
product that was displayed differently but the product that was delivered was different
during shopping mode has been classified into yes, no and maybe regarding the
delivery of the products to the that were different from one shown website

● 8 respondents forming 16 percent of the respondents have responded yes for the
products to the that were different from one shown website
● 20 respondents forming 40 percent of the respondents have responded no for the
products to the that were different from one shown website
● 22 respondents forming 44 percent of the respondents have responded maybe for
the products that were different from one shown website

So, it is observed that the highest percentage of the respondents might have
experienced the products that were different from one shown website at 44 percent.
And it shows that the lowest percentage of the respondents have experienced the
products that were different from one shown website at 16 percent. As per the study, the
people might have experienced the products that were different from one shown
website.
4.16.Feedback/customer care in website

It shows whether the respondent has ever given feedback or ever tried to contact
customer care in the websites during online shopping. The percentage of the
respondents rank according to their response that are available 24*7. Table 4.16
provides the information regarding the feedback given by the customer in the websites.

Table 4.16

Feedback/customer care in website

SI.NO FEEDBACK NUMBER OF PERCENTAGE

RESPONSE

1 Yes 22 44

2 No 13 26

3 Rarely 15 30

TOTAL 50 100

It is evident from table 4.16 that the information regarding the respondent that ever
he/she tried to contact or ever tired to give feedback in the website has been classified
into yes, no and maybe regarding the respondent with his/her feedback and the
customer care response in the website

● 22 respondents forming 44 percent of the respondents have responded yes for

giving the feedback/ trying to contact the customer care in the website
● 13 respondents forming 26 percent of the respondents have responded no for
giving the feedback/ trying to contact the customer care in the website
● 15 respondents forming 30 percent of the respondents have responded rarely for
giving the feedback/ trying to contact the customer care in the website

So, it is observed that the highest percentage of the respondents have given yes for
they have given the feedback/ trying to contact the customer care in the website at 44
percent. And it shows that the lowest percentage of the respondents have not given the
feedback/ trying to contact the customer care on the website at 26 percent. As per the
study, the people have given their feedback/ trying to contact the customer care on the
website.

6.17.Was the information given by the customer care was helpful

It shows whether the information given by the customer care was helpful for the
respondent as a given feedback in the websites during online shopping. The percentage
of the respondents rank according to their response that are available 24*7. Table 4.17
provides the information regarding the information given by the customer care whether
it was useful or not in the websites.

Table 6.17
 Was the information given by the customer care was helpful

Sl.No Feedback Number of Percentage

Response

1 Very Helpful 14 28

2 Rarely Helpful 27 54

3 Unfriendly 9 18

TOTAL 50 100

It is evident from table 4.17 that the information regarding the respondent whether
the information given by the customer care was friendly or not in the website has been
classified into very helpful, rarely helpful and unfriendly regarding the respondent with
his/her’s customer care response was useful or not in the website

● 14 respondents forming 28 percent of the respondents have responded very

friendly for the customer care service in the website
● 13 respondents forming 54 percent of the respondents have responded rarely
helpful for the customer care service in the website
● 9 respondents forming 18 percent of the respondents have responded unfriendly
for the customer care service in the website

So, it is observed that the highest percentage of the respondents have been rarely
unfriendly for the customer care service in the website at 54 percent. And it shows
that the lowest percentage of the respondents have not given a good response to the
customer care service on the website at 18 percent. As per the study, the people have
given their rarely response to the customer care service on the website.
4.18.Problem faced on online payments

It shows whether the information given on the problem faced by customers during
online payments in the websites during online shopping. The percentage of the
respondents rank according to their response. Table 4.18 provides the information given
on the problem faced by customers during online payments in the websites during
online shopping.

Table 4.18

Problem faced on online payments

Sl.No Response Number of Percentage

response

1 Yes 35 70

2 No 15 30

TOTAL 50 100

It is evident from table 4.18 that the information regarding the problem faced by
customers online has been classified into yes and no regarding the respondent with
his/her’s customer care response regarding the problem faced through online payment

● 35 respondents forming 70 percent of the respondents have responded yes as they

have faced issue on the online payment process
● 15 respondents forming 30 percent of the respondents have responded no as they
have not faced any problems during the online payment process

So, it is observed that the highest percentage of the respondents have faced issues
during the online payment process at 70 percent. And it shows that the lowest
percentage of the respondents have not faced any online payment issues at 30 percent.
As per the study, the people have faced online payment issues.
4.19.Will you recommend online shopping with others

It shows whether the respondent will recommend online shopping with his/her
family members. Table 4.19 provides the information given on the recommendation of
the online shopping site.

Table 4.19

Will you recommend online shopping with others

Sl.No Response Number of Percentage

response

1 Yes 25 50

2 No 5 10

3 Maybe 20 40

TOTAL 50 100

It is evident from table 4.19 that the information regarding whether the respondent
will recommend online shopping has been classified into yes, no and maybe regarding
the respondent with his/her feedback towards online shopping recommendation.

● 25 respondents forming 50 percent of the respondents have responded yes for

recommending online shopping
● 5 respondents forming 10 percent of the respondents have responded no for
recommending online shopping
● 20 respondents forming 40 percent of the respondents have responded maybe for
recommending online shopping

So, it is observed that the highest percentage of the respondents have given yes
to recommend online shopping at 50 percent. And it shows that the lowest
percentage of the respondents given for recommending online shopping at 40
percent. As per the study, the people are ready to recommend online shopping.
4.20.FINDINGS

Following are the findings of the present study the results are presented here based on
the primary data collected and interpreted on Chapter 3

1. It is observed that the highest percentage of the respondents are in the age group
of 18 to 25 years that is 58 percent. And it shows that the lowest percentage of the
respondents are in the age group of 15 to 18 years that is 8 percent. As per the
study, the most preferred age group for shopping in amazon are from 18 to 25
years.
2. It is observed that the highest percentage of the respondents are female ,where the
responding percentage is 60 percent. And the lowest percentage of the respondents
are male where the responding percentage is 40 percent. As per the study, females
preferred to shop in amazon.
3. It is observed that the highest percentage of the respondents are students that is 54
percent. And it shows that the lowest percentage of the respondents are
homemakers, 14 percent. As per the study, the students prefer to shop in amazon.
4. It is observed that the highest percentage of the respondents are in the income
level of 45000 and above that is 28 percent. And it shows that the lowest
percentage of the respondents are in the income level of 35000 to 45000 that is 10
percent. As per the study, the most preferred income level for shopping in amazon
are from 45000 and above.
5. It is observed that the highest percentage of the respondents have purchased books
at 28 percent. And it shows that the lowest percentage of the respondents have
purchased gifts and games at 12 percent. As per the study, the most preferred to
purchase books on amazon.
6. It is observed that the highest percentage of the respondents spend their amount
within 1000 to 10000 at 26 percent. And it shows that the lowest percentage of the
respondents spend their amount within 1000 to 5000 at 11 percent. As per the
study, the highest amount spent for shopping in amazon are from 1000 to above
10000.
7. It is observed that the highest percentage of the respondents spend their time at
 least once a month at 12 percent. And it shows that the lowest percentage of the
respondents never spend their time on shopping online at 2 percent. As per the
study, the highest amount of time spent shopping on amazon is once a month.
8. It is observed that the highest percentage of the respondents spend their amount
and time for its convenience and other purposes at 38 percent. And it shows that
the lowest percentage of the respondents spend their amount and time for its
Product comparison Quality Discount And Comfortable Efficiency at 11 percent.
As per the study, the highest amount spent shopping on amazon for its
convenience.
9. It is observed that the highest percentage of the respondents spent on amazon to
purchase for their convenience and other purposes at 48 percent in amazon. And it
shows that the lowest percentage of the respondents spent on other sites for their
time on its Product comparison Quality Discount And Comfortable Efficiency at 8
percent. As per the study, the highest people prefer amazon for shopping .

10. It is observed that the highest percentage of the respondents use cash on delivery
for the payment process to purchase at 32 percent. And it shows that the lowest
percentage of the respondents use other modes of payment at 8 percent. As per the
study, the highest people prefer cash on delivery for the payment process .
11. It is observed that the highest percentage of the respondents are highly satisfied
with shopping with amazon at 76 percent. And it shows that the lowest percentage
of the respondents are not satisfied with shopping with amazon at 1 percent. As
per the study, the people are highly satisfied shopping with amazon.
12. It is observed that the highest percentage of the respondents return their product a
couple of times at 54 percent. And it shows that the lowest percentage of the
respondents never return their product at 10 percent. As per the study, the people
return their product to some damages or low in quality or in quantity.
13. It is observed that the highest percentage of the respondents has experienced
returning their product to the wrong address a couple of times at 52 percent. And it
shows that the lowest percentage of the respondents has maybe experienced
returning of their products to the wrong address at 18 percent. As per the study, the
people have experienced the delivery of the product to the wrong address.
14. It is observed that the highest percentage of the respondents might have
experienced the products that were different from one shown website at 44
percent. And it shows that the lowest percentage of the respondents have
experienced the products that were different from one shown website at 16 percent.
As per the study, the people might have experienced the products that were
different from one shown website.
15. It is observed that the highest percentage of the respondents have given yes for
they have given the feedback/ trying to contact the customer care in the website at
44 percent. And it shows that the lowest percentage of the respondents have not
given the feedback/ trying to contact the customer care on the website at 26
percent. As per the study, the people have given their feedback/ trying to contact
the customer care on the website.
16. It is observed that the highest percentage of the respondents have been rarely
unfriendly for the customer care service in the website at 54 percent. And it
shows that the lowest percentage of the respondents have not given a good
response to the customer care service on the website at 18 percent. As per the
study, the people have rarely responded to the customer care service on the
website.
17. It is observed that the highest percentage of the respondents have faced issues
during the online payment process at 70 percent. And it shows that the lowest
percentage of the respondents have not faced any online payment issues at 30
percent. As per the study, the people have faced online payment issues.
18. It is observed that the highest percentage of the respondents have given yes to
recommend online shopping at 50 percent. And it shows that the lowest percentage
of the respondents given for recommending online shopping at 40 percent. As per
the study, the people are ready to recommend online shopping.
SUGGESTION

Following suggestions were drawn after the findings of the present study, the
suggestions includes some feedback for the Customers and also a review report for the
online shopping through amazon is related to the upgrading their services and make
possible 100% high satisfaction about their marketing activities.

1. Amazon should focus on the delivery model for the better services and reach the last
consumers at an easy and flexible time so that the online shopping will attract more and
more customers for their products and services.

2. The reliability and responsiveness of the delivery system is the key success factor for
any online business and this will attract the consumers' repurchase intention.

3. Online shopping websites have to pay strong attention to the security issue and
create new, innovative safeguards that protect customers.

4. Most people still like to see the product before buying, efforts should be made to
change this mindset of the people by making them aware of the benefits of online
shopping.

5. Consumers are also to be provided with massive selection through websites at lower
prices, offer a personalized customer experience
 CHAPTER

CONCLUSION

Increased Internet penetration, a hassle free shopping environment providing to the

online shoppers with one click and the product is delivered at home so, that’s why more
Indians prefer shopping online. But at the same time the companies need to reduce the
risks related to consumer incompetence by tactics such as making purchase websites
easier to navigate, and introducing Internet kiosks, computers and other aids in stores.
The goal is not to convert all shoppers to online purchasing, but to show them it’s an
option. In addition to above, efforts need to be taken to educate the online buyers on the
steps that need to be undertaken while making an online purchase. Moreover, the
feedback of an online buyer should be captured to identify flaws in service delivery.
This can be done through online communities and blogs that serve as advertising and
marketing tools and a source of feedback for enterprises. I found that it is a challenge
for E-marketers to convert low frequency online buyers into regular buyers through
successful website design and by addressing concerns about reliable performance.
Thus, online retailing raises more issues than the benefits it currently offers. The quality
of products offered online and procedures for service delivery are yet to be
standardized. Till the same is done, the buyer is at a higher risk of frauds.
 BIBLIOGRAPHY

ANNEXURE 2

REFERENCE

1. https://en.wikipedia.org/wiki/online shopping
2. https://hubpages.com/business/online shoppingtips
3. http://www.amazon.in/
4. http://www.flipkart.com/
5. http://www.snapdeal.com