A

PROJECT REPORT

ON
AWARENESS OF ONLINE
SHOPPING AMONG MIDDLE
CLASS PEOPLE

SUBMITTED TO M.D.U ROHTAK IN THE PARTIAL

FULFILLMENT OF REQUIREMENT FOR THE DEGREE
OF
(B.COM HON’S 5th SEMESTER)

2022-23

UNDER THE GUIDANCE OF SUBMITTED BY:

DR.TILAK RAJ SOURAV
(DEPARTMENT OF COMMERCE) ROLL NO.3050
 DECLARATION

It is to be declared that the project report entitled on “Awareness of Online

Shopping among Middle class people” is an original piece of work done by me
under the guidance of DR. TILAK RAJ. This project report is submitted to
Maharishi Dayanand University, Rohtak in the partial fulfillment of the
requirement for B.Com (Hon’s) 5th Semester.

SOURAV
 ACKNOWLEDGEMENT
I have taken efforts in this project. However, It would not have been possible
without the kind support and help of many individuals. I would like to extend my
sincere thanks to all of them.

I am highly indebted to Dr. Tilal Raj for his guidance and constant supervision as
well as for providing necessary information regarding the report & also for his
support in completing the report. I would like to express my special gratitude
towards my teachers of MDU, Rohtak for their kind co-operation and
encouragement which help in completion of this report.

My thank and appreciations also go to my friends in developing the report and

people who have willingly helped me out with their abilities.
 CONTENTS
Introduction:
 What is Online Shopping
 Need for Internet Shopping
 Current Issues in Online Shopping
 Reasons buying through internet
 Advantages of online shopping
 Disadvantages of online shopping

Research Methodology:

 Scope of the study

 Objectives of the study
 Design of the study
 Area of study
 Sample Size
 Limitation of the study

Data Analysis and Interpretation

Findings

Conclusion

Appendix:

 Questionnaire
 Bibliography
 INTRODUCTION

It is a form of electronic commerce. The sale or purchase transaction is completed

electronically and interactively in real-time such as in Amazon.com for new books.
However in some cases, an intermediary may be present in a sale or purchase
transaction such as the transactions on eBay.com. An online shop, e-shop, e-store,
internet shop, online store, or virtual store evokes the physical analogy of buying
products or services at a bricks-and-mortar retailer or in a shopping centre. The
process is called Business-to-Consumer (B2C) online shopping. This is the type of
electronic commerce conducted by companies such as Amazon.com. When a
business buys from another business it is called Business-to-Business (B2B) online
shopping. A large percentage of electronic commerce is conducted entirely in
electronic form for virtual items such as access to premium content on a website,
but mostly electronic commerce involves the transportation of physical items in
some way. Online retailers are sometimes known as e-retailers and online retail is
sometimes known as e-tail. Almost all big retailers are now electronically present
on the World Wide Web. Online marketplaces such as eBay and Amazon
Marketplace have significantly reduced financial and reputational barriers to entry
for SMEs(Small and Medium-sized Enterprises) wishing to trade online. These
marketplaces provide web presence, marketing and payment services and, in the
case of Amazon, fulfillment. This allows SMEs to focus on their core
competencies e.g. managing supplier relationships. Moreover, SMEs have choices
online, as these marketplaces compete with each other (some retailers sell across
several marketplaces) and retailers own websites. They also compete with paid
search providers and others in providing marketing to SMEs.
What is Online Shopping
Online shopping is the process whereby consumers directly buy goods or services
from a seller in real-time, without an intermediary service, over the Internet.

Need for Internet Shopping

Need for Internet Shopping Few developments have altered India‘s lifestyle more
quickly and more completely than the Internet. Online access has enabled people
from all walks of life to bring entire libraries, entertainment venues, post offices
and financial centers to a workplace, to a desktop or to a shirt pocket. The
Internet‘s largest and most meaningful impact may very well be on the way
consumers shop for everything from gifts, gadgets and groceries to clothing, cars,
and cruises. The ease and selection that the Internet provides to shoppers has
changed the face of retailing. More and more, consumers visit a store‘s Web site to
make their choices before traveling to the store itself; and in a rapidly swelling
tide, many shoppers are bypassing the store altogether and ordering online directly
from the Web sites of their favorite brands and outlets. Companies like Sears and
Crate & Barrel have increased the range and quantity of products available at their
online stores and are sending online coupons and sale announcements via e-mail
directly to their customers. Because online stores are open 24 hours a day, seven
days a week, and their inventories are often more complete than those of their
brick-and-mortar counterparts, the Internet makes it easy for shoppers to compare
products within or between stores, to read product reviews from other customers,
to access vendor return policies and to find warranty information.
Current Issues in Online Shopping

Online marketing has become a new avenue for examining many of the traditional
principles, models and theories of 20 marketing with a different perspective.
However, there are many studies that tackle more current issues in an online
context and cannot be grouped under the other major headings in the framework.
Therefore, they are compiled in this section as hot topics receiving research
attention in recent years and deserving further contributions.

Reasons buying through internet

 Saves time and efforts.
 Convenience of Shopping at home.
 Wide variety / range of products are available.
 Good discounts / lower prices.
 Get detailed information of the product.
 We can compare various models / brands.

Advantages of online shopping

1) Convenience of online shopping:

Customers can purchase items from the comfort of their own homes or
work place. Shopping is made easier and convenient for the customer
through internet. It is also easy to cancel the transactions.

2) No pressure shopping:
Generally, in physical stores, the sales representatives try to influence the
buyers to buy the product. There can be some kind of pressure, whereas the
customers are not pressurized in any way in online stores.
3) Online shopping saves time:
Customers do not have to stand in queues in cash counters to pay for the
products that have been purchased by them. They can shop from their home
or work place and do not have to spend time traveling. The customers can also
look for the products that are required by them by entering the key words or
using search engines.

4) Comparisons:
Companies display the whole range of products offered by them to attract
customers with different tastes and needs. This enables the buyers to choose
from a variety of models after comparing the finish, features and price of the
products on display, Sometimes, price comparisons are also available online.

Disadvantages of online shopping

1) Delay in delivery:
Long duration and lack of proper inventory management result in delays in
shipment. Though the duration of selecting, buying and paying for an online
product may not take more than 15 minutes; the delivery of the product to
customer’ s doorstep takes about 1-3 weeks. This frustrates the customer and
prevents them from shopping online.

2) Lack of significant discounts in online shops:

Physical stores offer discounts to customers and attract them so this makes it
difficult for e-retailers to compete with the offline platforms.

3) Lack of touch and feel of merchandise in online shopping:

Lack of touch-feel-try creates concerns over the quality of the product on offer.
Online shopping is not quite suitable for clothes as the customers cannot try
them on.
4) Lack of interactivity in online shopping:
Physical stores allow price negotiations between buyers and the seller. The
show room sales attendant representatives provide personal attention to
customers and help them in purchasing goods. Certain online shopping mart
offers service to talk to a sales representative,

5) Frauds in online shopping;

Sometimes, there is disappearance of shopping site itself. In addition to above, the
online payments are not much secured. So, it is essential for e-marketers and
retailers to pay attention to this issue to boost the growth of e-commerce. The rate
of cyber crimes has been increasing and customers’ credit card details and bank
details have been misused which raise privacy issues.

Customers have to be careful in revealing their personal information. Some of the

e-retailers are unreliable.
 RESEARCH METHODOLOGY

Research is a logical and systematic search for new and useful information on a
particular topic. Research methodology is a systematic way to solve a problem. It
is a science of studying how research is to be carried out. Research is an organized
& systematic way of findings answer to questions. Research Methodology is a way
to systematically solve the research problems. Research in a common sense refers
to the search for knowledge. In fact, research is a scientific investigation. The
primary aim for research is discovery, interpretation & development for system &
methods for the advancement of human knowledge. Research is an academic
activity and as such the term should be use in technical sense some journey to
discovery the primary aim for research is discovering & development of method of
studying how research is to be carried out. In fact, research is a scientific
investigation.

Scope of the study:-

The study was conducted keeping in the mind whether the people are about the
online shopping or not. What is the level of satisfaction among consumers from
Online shopping mentioned above was the objective of the study.

In other words, we can say that our study underlines that how much people are
satisfied from online shopping.

In this study, the data were collected from people of Rohtak area.
Objectives of the study:-

 To study the Awareness Of Online Shopping among Middle Class People.

 To study the Product Mostly Preferred by Middle Class People.
 To study the Level of Satisfaction among Middle Class People from Online
Shopping.

Design of the study:-

This research applies a quantitative approach. This approach follows deductive

logic in order to test the theory. The present study employs descriptive research
design. This design is for summarizing the set of factors and variables. The survey
method is followed in the study, and a set of questionnaires was used to collect
primary data.

Area of study:

The area of study is restricted to Rohtak area only. Respondents are the both male
& female.

Sample Size:

A total of 50 questionnaires were distributed out of which 47 questionnaires were

usable. Majority of the respondents were female, Male is 14 and female is 36 and
age group between 18-21.
Limitation of the study:

 The sample of the study was very small, due to lack of time which may affect
the result of the study.
 As the researcher has to complete this study within a prescribed limited time,
the shortage of time limits the scope of study.
 Some of the respondents did not read the questionnaire carefully, they may
have marked some answer incorrectly.
 COLLECTION OF DATA

A. Primary Data
B. Secondary Data

Primary Data Collection

Primary data was collected with the help of a questionnaire framed keeping in
view the objectives of the study. The questionnaire consists of two parts, i.e. the
part-1 includes background details of the respondents & the part-2 various
information related to customer satisfaction regarding online shopping.

Secondary Data Collection

Secondary Data, which is already collected & organized, can be taken for better
results & to supplement primary data. This can be achieved through following
ways:-

 Internet
 Books
 Websites
 DATA ANALYSIS AND INTERPRETATION

The following section presents analysis made on the data collected from the
questionnaire

Table-1
Respondents using online shopping:-

Responses No. of Respondents Percentage

Yes 47 94
No 3 6
Total 50 100
Source: Primary Data collected through Questionnaire.

Respondents using online shopping

100
90
80
70
60
50
40
30
20
10
0

Yes No

The above table and graph shows that 94% of the respondents had shopped
online & 6% had not shopped online.
 Table-2

Mostly used sites for online shopping:-

Sites No. of Respondents Percentage

Flipkart 10 21.28
Amazon 30 63.83
Shopclues 4 8.51
Any other 3 6.39
Total 47 94
Source: Primary Data collected through Questionnaire.

Mainly used sites for online shopping

70

60

50

40

30

20

10

0 Flipkart Amazon Shopclues Any other

This table & chart depicts that 21.28 respondents use Flipkart, 63.83 use Amazon,
8.51 use Shopclues and 6.39 use any other sites for online shopping

.
 Table-3

Frequency of visiting these sites:-

Frequency No. of Respondents Percentage

Everyday 10 21.28
Fortnightly 9 19.14
Monthly 12 25.53
Rarely 16 34.04
Total 47 94
Source: Primary Data collected through Questionnaire.

Frequency of visiting these sites

40
35
30
25
20
15
10
5
0

Everyday Fortnightly Monthly Rarely

The above table and graph shows that most of the respondents used online
shopping rarely basis.
 Table-4

Mode of Payment:-

Mode No. of Respondents Percentage

Cash on Delivery 30 63.83
Credit Card 9 19.14
Cheque 5 10.64
Dedit Card 3 6.38
Total 47 94
Source: Primary Data collected through Questionnaire.

Mode of Payment
70

60

50

40

30

20

10

0 Cash on Delivery Credit Card Cheque Dedit Card

The above table and graph shows that 63.83 of the respondents use mode of
payment is Cash on Delivery.
 Table-5

People overcharged from online shopping:-

Response No. of Respondents Percentage

Yes 38 80.85
No 9 13.15
Total 47 94
Source: Primary Data collected through Questionnaire.

Consumers overcharged from online shopping

90

80

70
60

50
40
30

20
10

yes No

The above table and graph shows that 80.85 of the respondents overcharged from
online shopping.
 Table-6

Level of satisfaction from online shopping:-

Responses No. of Respondents Percentage

Not totally satisfied 5 10.64
Neutral 3 6.38
A little satisfied 13 27.6
Satisfied 14 29.78
Very satisfied 12 25.53
Total 47 94
Source: Primary Data collected through Questionnaire.

Level of satisfaction
35

30

25

20

15

10

0 Not totally Neutral A little satisfied Satisfied Very satisfied

satisfied

The above table and graph shows that 29.78 of the middle class people are satisfied
from online shopping and 6.38 are neutral satisfied from online shopping
respectively.
 FINDINGS

The study observed that most of the middle class people were satisfied from
online shopping. Perception with respect to different attributes is:

 It is to be found that 94% of the middle class people had shopped online & 6%
had not shopped online
 It is to be found that 21.28 use Flipkart, 63.83 use Amazon, 8.51 use Shopclues
and 6.39 use any other sites for online shopping.
 It is to be found that shows that of the middle class people use to like purchase
Products like Electronics, Books, clothes, toys, home appliances etc
 It is to be found that 29.78 of the middle class people are satisfied from online
shopping and 6.38 are neutral satisfied from online shopping.
 It is to be found that 63.83 of the middle class people use mode of payment is
Cash on Delivery.
 CONCLUSION
On the basis of present study concludes that from online shopping middle class
people are satisfied. But there are some problems also that are faced by middle
class people from online shopping due to lack of awareness. The marketer should
not overcharge from customers and should improve their services.

In the competition era all the online marketers should have to concentrate on the
customers satisfaction to retain the existing customers and have to offer new
schemes day by day like Discount, Less cost etc. to attract the new customers.