“A STUDY ON THE GROWTH OF E-COMMERCE DURING PANDEMIC

COVID-19 WITH SPECIAL REFERENCE TO THIRUVALI

MGRAMAPANCHAYATH”.
1.1 Introduction

The worldwide spread of the COVID-19 pandemic has agitated how people buy commodities and
other services and how they are involved in e-commerce. This is fully based on the current situation
and current information. The patterned lockdown rules across India and the growing hesitations
among consumers to go outside and shop for essential goods have given a wider view of nation
towards e commerce. Consumers have a turnabout from shops, supermarkets, and Shopping malls
to online portals and other shopping apps for the purchase of products, ranging from basic
commodities to reputed brands. COVID-19 crisis is accelerating an expansion of e-commerce
towards new firms, customers and types of products likely involving a long term
shift of e-commerce transactions from luxury goods and services to everyday necessities.

THIRUVALI is a major town and municipality in Malappuram district, Kerala. It is the fourth most
populous municipality in the state. It is one of the major commercial towns under the Malappuram
Urban agglomeration and serves as the headquarters of Ernad taluk. THIRUVALI GRAMA
PANCHAYATH is a local
self govt. Institution with a jurisdiction of three villages namely THIRUVALI , Payyanad and Narukara.

1.2 Statement of the problem

The study is about the growth of e-commerce during covid19. Ecommerce plays a significant role in
the market place, both nationally and internationally. Today more people making purchases
online rather than until traditional reta il store, it is becoming a fast growing area of business.

Ecommerce market has been one of the biggest beneficiaries of the pandemic. This study about
how the outbreak of Covid-19 led to the rise of e-commerce and its impact on consumers.

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1.3 Objectives of the study

1. To understand the consumer buying behavior before and after COVID 19. 2.

To analyses the effectiveness of online marketing as compared to

traditionalmarketing tools.

3. To identify the reasons for growing popularity of online marketing.

4. To interpret most influence elements to online purchase.

1.4 Significance of the study

The pandemic has made an already exploding trend of selling online even more important. The
COVID 19 pandemic, however has accelerated the growth of the convenience of online shopping
movement. The COVID 19 pandemic traditional shopping becomes difficult, or may even be scary,
people are increasingly inclined to shop online.

1.5 Scope of the study

This study is useful for determining the consumer buying behavior of Indians. It can able to help brands
to reach their target group through appropriate media. It will present an idea to brands, based
on where to invest in achieve their marketing Objectives.

1.6 Research Methodology

Research Methodology is a way to solve the research problem. It may be understood as science of
studying how research problem is done scientifically. The procedure using, which researchers go
about their work of describing, explaining and predicting phenomena, is called Methodology Methods
compromise the procedure used for generating, collecting evaluating data. Methods are the
ways of obtaining information useful for assessing explanation.

1.6.1 Source of data

The Study was based on both primary and secondary.

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1.6.1.1 Primary data

The study is conducted to obtain data “astudy on the growth of E commerce duringCOVID 19 with
special reference to THIRUVALI GRAMA PANCHAYATH”. Primary data are those which are
collected for the first time and this happened to be original in character. Google form platform

was used for collecting data. The responses from the respondents were collected and analyzed using
simple percentage method.

1.6.1.2 Secondary data

Secondary data means the data that are already been collected by some and which already been passed
through the status ticket process. The secondary data was collected from reference book, Journals,
magazine, manuals, search engines, various online databases and websites.

1.6.2 Sample Size

60 respondents were selected from the THIRUVALI GRAMA PANCHAYATH for the purpose of this
study.

1.6.3 Sampling Method

The sample is selected by using convenience sampling method.

1.6.4 Area of the study

This research study consists of residents of THIRUVALI GRAMA PANCHAYATH.

1.6.5 Tools used for data collection

A structured and pre-tested questionnaire was used for the collection of primary data for the study survey
among people who are using online shopping THIRUVALI GRAMA PANCHAYATH.

1.6.6 Tools used for Data presentation

The following are the tools used for presenting the analyzed data:

➢ Table

➢ Charts

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 ➢ Diagrams (pie chart, bar chart, line chart, column chart)

1.6.7 Tools used for Data analysis

For analysis, no opinions are collected through primary source.

● Percentage Analysis: Percentage Analysis is used to find the percentage values for
all the different questions comparison between 2 or more series of data.

1.7 Period of the study

The Duration of the project work is three weeks

1.8 Limitations of the study

➢ This study is based on samples: so sampling errors may occur.

➢ The responses given by the respondents may not be true
➢ sample size is limited.
➢ This study limits to the geographical area of THIRUVALI GRAMA PANCHAYATH.

1.9 Chapter scheme

This project includes five chapters.

➢ Chapter 1: Introduction
➢ Chapter 2: Review of literature
➢ Chapter3: Industrial profile
➢ Chapter 4: Analysis and interpretation
➢ Chapter 5: Summary, findings, suggestions and conclusion.

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2.1 Review of Literature

1. Dr. Gokila- Study on the growth of e-commerce during Covid19 (2021):

The worldwide spread of the COVID 19 pandemic has agitated how people buy commodities and other
services and how they are involved in e-commerce. This is fully based on the current situation and their
current information. The patterned lockdown rules across India and the growing hesitation among
consumers to go outside and shop for essential good, have given a wider view of the nation towards E
commerce. Consumers have a turnabout from shops, Supermarkets, and shopping malls to online portals
and other shopping apps for the purchase of products, ranging from basic commodities to reputed brands.

2. Himgiri Chaudhary- Consumer behaviour towards e-commerce during

pandemic lockdown-(2020):

As the E-commerce industry is growing tremendously in the Indian market. Panic buying also has seen
and to avoid this fear of COVID 19,people are giving preferences to the E-commerce sites to buy essential
goods and some customers are new which signed up to buy essential good during this period. Many
customers are shifting the buying behaviour from offline retail to onlinestores. This whole paper
shows and puts light on how consumer behaviour as changed and they are shifting towards e- commerce.

3. Macro ciotti- COVID 19 pandemic- Critical reviews in clinical laboratory science (2020):

In December 2019, an outbreak of pneumonia of unknown origin was reported in Wuhan, Hubei province,
China. Pneumonia cases were epidemiologically linked to the human seafood wholesale market. The global
spread of SARC-COV-2 and the thousands of death caused by Corona virus disease (COVID 19) led the
World Health Organisation to declare a pandemic on 12 March 2020. The impact of
the cover 19 epidemic in our lifestyle, and preparation for a possible second wave.

4. Shabir Ahmad Lone, Aijaz Ahmad – COVID 19 pandemic – An African perspective (2020):

The recently emerged in novel coronavirus,” severe acute respiratory syndrome coronavirus 2” caused a
highly contagious disease called Corona virus disease 2019. The ongoing pandemic severely damaged the
world's most developed countries and is becoming a major threat for low and middle income
countries. We also briefly summarized the concomitance of the Covid 19 pandemic and global warming.

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5. Abid Hakeem, Mhd Javaid- Effects of Covid 19 pandemic in daily life (2020):

Covid 19 has affected day to day life and is slowing down the global economy. This pandemic has affected
thousands of peoples who are either sick or are being killed due to the spread of this disease. The most
common symptoms of these viral infections are fever, cold, cough, bone pain, breathing problems and
ultimately leading to pneumonia. Thus, the emphasisis on taking extensive precautions such as extensive
hygiene protocol, social distancing, and the wearing of mask and so on. Presently, the impact
of governing in daily life is extensive and has for reaching consequences.

6. Shouvik sanyala, Mhd wamique Hisamb- Factors affecting customer satisfaction with E-commerce
websites(2019):

E commerce, also known as electronic commerce or Internet commerce, refers to the buying and selling of
goods or services using the Internet and the transfer of money and data to execute these transactions, E
commerce is often used to refer to the sale of physical products online, but it can also describe any kind
of commercial transaction that is facilitated through the Internet. The study

shows the that price and ease of use and availability of multiple payment options are the important
factors that positively influence customer satisfaction.

7. B Menaka, K seethal- Recent trends in ecommerce (2018):

The arrival of Internet and smartphone has created a revolutionary change in the way wepurchase. E
commerce is the type of business where goods and services are offered directly to its customers without an
intermediary through the website. E-commerce enables us to order for the goods sitting at the home. The
customers can select the required products from variety of products that are available online. The payment
for the product can also be done using debit card, credit card, E cash, or E-wallet. This paper discusses the
recent trends in E commerce, the opportunities and limitations of E commerce as various ecommerce
models.

8. Kumar Anuj, Fahad fayaz- Impact of e-commerce in Indian economy(2018):

This paper reveals the importance of E commerce in Indian economy as well all know India is among the
fastest growing economy of the world, thus it is very much important to have government intervention and
huge investment inflow in form of foreign direct investments in large economy like India to stabilize and
increase the growth of E commerce industry in the economy. For a country such as India, one of the most

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important advantages of E commerce is it ‟s potential to help developing rural the fastest growing economy
of the world. This it is very much important to have government intervention and a huge investment inflow
in form of foreign direct investment in large economic like India to stabilize and
increase the growth of E commerce industry in the economy.
9. Jonathan Reyholds- Ecommerce : a critical review (2000):

Offers a preliminary assessment of electronic commerce. Rarely has the retail and customer services sector
been faced with a strategic challenge of such a significant complexity and uncertainty that is growing so
rapidly suggests that the academic World is lagging behind the world of practise in terms of
supplying rigorous analysis of the topic.

10. Jahng, Jain and Ramamurthy(2000):

Consumers may have different perceptions of the differences between goods and services in the E-
commerce environment, compared with the situation in the traditional shopping environment. Thus, the
dimensions of differences between services and goods need to be re-examined in the context of
E-commerce.

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 References

1. Dr.V.Gokila - A study on the Growth of e-commerce during covid-19 (2021)-

SriRamakrishna college of Arts and science for women.

2. 2. Himgiri Chaudhary- analysing the paradigm shift of consumer behaviour towards e

commerce during pandemic lockdown -2020- Amity university.

3. Macro Ciotti- COVID 19 pandemic- critical reviews in clinical laboratory science 57(6),
365-388-(2020).

4. Shabir Ahmad Lone, Aijaz Ahmad- Covid19 pandemic- An African perspective

Emerging microbes and infections 9(1), 1300-1308(2020).

5. Abid Haleem, Mhd Javaid-Effects of Covid 19 pandemic in daily life- current medicine
research and practice 10(2),78,(2020).

6. Shouvik sanyala, Mhd wamique Hisamb-Factors affecting customer satisfaction with E commerce
websites-2019 International conference on Digitalization-232-236(2019) 7. B Menaka, k seethal-
Recent trends in ecommerce- shanlax international journal of E commerce 6(s1), 40-44(2018)

8. Kumar Anuj, Fahad fayaz- Impact of e-commerce in Indian economy- journal of business and
management 20(5),59-71,(2018).

9. Jonathan Reyholds-Ecommerce a critical review- International journal of retail and

distribution management (2000)

10. Jahng, Jain and Ramankutty(2000).

An overview of E-commerce Industry

E-commerce Industry in global perspective

Over the last few years, e-commerce has become an indispensable part of the global retail framework. Like
many other industries, the retail landscape has undergone a substantial transformation following the advent
of the internet, and thanks to the ongoing digitalization of modern life, consumers from virtually every
country now profit from the perks of online transactions. As internet access and adoption are rapidly
increasing worldwide, the number of digital buyers keeps climbing every year. In 2020, over two billion

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people purchased goods or services online, and during the same year, e-retail sales surpassed 4.2 trillion
U.S. dollars worldwide.

Market leaders in the world of e-commerce

Internet users can choose from various online platforms to browse, compare, and purchase the items or
services they need. While some websites specifically target B2B (business-to-business) clients, individual
consumers are also presented with a vast number of digital possibilities. As of 2019, online marketplaces
account for the largest share of online purchases worldwide. Leading the global ranking of online retail
websites in terms of traffic is Amazon: The Seattle-based e commerce giant that offers e-retail, computing
services, consumer electronics, and digital content registered over 5.2 billion unique visitors in June 2020.
In terms of gross merchandise value (GMV), however, Amazon ranks third behind Chinese competitors
Taobao and Tmall. Both platforms are operated by the Alibaba Group, the leading online commerce
provider in Asia.

Impact of COVID-19

The coronavirus (COVID-19) pandemic continues to have a significant influence on e commerce and online
consumer behaviour around the world. As millions of people stayed home in early 2020 to contain the spread
of the virus, digital channels have become the most popular alternative to crowded stores and in-person
shopping. In June 2020, global retail e-commerce traffic stood at a record 22 billion monthly visits, with
demand being exceptionally high for everyday items such as groceries, clothing, but also retail tech items.
How online usage, purchasing habits, and the overall future of e commerce and the global retail
industry will look like in 2021 and beyond will largely depend on the further progression of COVID-19.

Ecommerce Industry in India

The Indian e-commerce sector is ranked 9th in cross-border growth in the world, according to Pioneer report.
Indian e-commerce is projected to increase from 4% of the total food and grocery, apparel and consumer
electronics retail trade in 2020 to 8% by 2025. India's e- commerce orders volume increased by 36% in the
last quarter personal care, beauty and wellness(PCB&W) segment being the largest beneficiary.
E-commerce sales in India were estimated to increase by only 7-8% in 2020, compared with 20% in China
and the US. The e- commerce market is expected to touch the US$84-billionion mark in 2021 on the back
of healthy growth in the Indian organised retail sector. According to Bain & Company report, India ‟s social

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commerce gross merchandise value (GMV) stood at ~U2in 2020. By 2025, it is expected to reach US$
20billion, with a potentially monumental jump to US$ 70billion by 2030, owing to high mobile usage.
India's e-commerce order volume increased by 36% in the last quarter of 2020, with the personal care, beauty
&wellness (PCB&W) segment being the largest beneficiary.Driven by beauty and personal care (BPC),
India's live commerce market is expected to reach a gross merchandise value(GMV) of US$ 4-5 billion by
2025.For the 2021 festive season, Indian e-commerce platforms are anticipated to generate over US$ 9
billion gross GMV (Gross Merchandise Value), a 23% increase from last year us 7.4 billion. Huge
investments from global players—such as Facebook, which is investing in Reliance Jioare being recorded
in the e- commerce market. Google also reported its first investment worth US$ 4.5 billion in JioPlatforms.
This deal was followed by the purchase of Future Group by Reliance Retail, expanding
the presence of the Ambani Group in the e-commerce space.

Much of the growth in the industry has been triggered by increasing internet and smartphone penetration.
As of July 2021, the number of internet connections in India significantly increased to 784.59 million,
drivenby the „Digital India‟ programme. Out of the total internet connections, ~61% connections were in
urban areas, of which 97% connections were wireless. Online penetration of retail is expected to reach

10.7% by 2024 compared with 4.7% in 2019. Moreover, online shoppers in India are expected to reach
220 million by 2025. According to a report published by IAMAI and Kantar Research, India internet users
are expected to reach 900 million by 2025 from ~622 million internet users in 2020, increasing at a CAGR
of 45% until 2025.E-commerce has transformed the way business is done in India. The Indian E-commerce
market is expected to grow to US$ 111.40 billion by 2025 from US$ 46.2 billion as of 2020. Much of the
growth for the industry has been triggered by an increase in internet and smartphone

penetration. As of September 2020, the number of internet connections in India significantly increased to
784.6 million, driven by the „Digital India‟ programme. Out of the total internet connections, ~61%
connections were in urban areas, of which 97% connections were wireless. According to NASSCOM,
despite COVID-19 challenges/disruptions, India's e-commerce market continues to grow at 5%, with
expected sales of US$ 56.6 billion in 2021.Propelled by rising smartphone penetration, launch of 4G
network and increasing consumer wealth, the Indian E-commerce market is expected to grow to US$ 200
billion by 2026 from US$ 38.5 billion in 2017. Online retail sales in India is expected to grow 31% to touch
US$ 32.70 billion in 2018, led by Flipkart, Amazon India and Paytm Mall. Indian consumers are

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increasingly adopting 5G smartphones even before roll out of the next- gen mobile broadband technology
in the country. Smartphone shipments reached 150 million units and 5G smart phone shipment crossed 4
million in 2020, driven by high consumer demand post lockdown.

According to a report published by IAMAI andKantar Research, India internet users are expected to reach
900 million by 2025 from ~622 million internet users in 2020, increasing at a CAGR of 45% until 2025.In
festive season CY20, the Indian e-commerce GMV was recorded at US$ 8.3 billion, a significant jump of
66% over the previous festive season. Similarly, the Indian e-commerce market recorded ~88 million users
in festive season CY20, a significant jump of 87% over the previous festive season. For the 2021 festive
season, Indian e-commerce platforms are anticipated to generate over US$ 9 billion gross GMV (Gross
Merchandise Value), a 23% increase from last year ‟s US$ 7.4 billion.

Ecommerce Industry in Kerala

In 2016, Kerala became the first digital state of India. A consumer state, Kerala has a high potential for the
electronic-commerce (e-commerce) market. The Government of Kerala is taking various measures to
implement and facilitate the adoption of e-commerce to improve the state‟s economic situation. The policies
and tax laws are being addressed to encourage small and medium enterprises, traders/ merchants to adapt to
the online marketplace and to use the opportunities to expand the business globally. E-commerce is a
business platform that is mediated by the use of the internet. Across India, the increasing use of electronic
devices and increased penetration of the internet are contributing to the growth of e-commerce. Different
features like retailer‟s dynamic website, proper and accurate description and a better quality image of
products, good quality and prompt delivery of products, 24x7 customer service with reduced turnaround
time, product disclosure with clear terms of purchase and replacement, pre- and post sale services are driving
more customers towards online shopping. This paper examines the growth
and challenges and the overall scenario of e-commerce inKerala.

Trends of e-commerce in Kerala

With a boom in the IT sector, Kerala has grown into one of the popular destinations for e commerce and e-
business solutions. Kerala has been ranked the ninth largest e-commerce State in India, according to the
eBay India Census 2012. Kerala has been focusing on e-commerce by conducting seminars with a create
awareness of the worth of consumer products is evaluated by the consumers of Kerala and enterprising

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industrialists attach great importance to the success of their product s in the Kerala market. Today‟s Kerala
economy is surging ahead in leaps and bounds.

Ecommerce Industry in Malappuram

E-commerce could be a transaction of buying or selling online. Nest soft providing the services in like,
Electronic commerce attracts on technologies like mobile commerce, electronic funds transfer, provide
chain management, internet marketing, online transaction process, electronic data interchange (EDI),
inventory management systems, and automated knowledge collection systems. Trendy electronic commerce
generally uses the World Wide Web for a minimum of onepart of the transaction's life cycle although it may
also use completely different technologies such as e- mail. Typical e-commerce transactions embrace the
acquisition of online books (such as Amazon) and music purchases (music download in the type of digital
distribution such as iTunes Store), and to a less extent,
customized/personalized online liquor store inventory services. There are three areas of e-commerce: online
retail, electricity markets, and online auctions. E-commerce is supported by electronic business. E-
Commerce business in Malappuramis a transaction of buying or selling online. Nest soft providing the e-
Commerce Services in Malappuram, like, electronic commerce attracts on technologies like mobile
commerce, electronic funds transfer, supply chain management etc.

Malappuram is a city in the southern Indian state of Kerala, spread over an area of 33.61 km². The first
municipality in the district formed in 1970, Malappuram serves as the administrative headquarters of
Malappuram district. Malappuram was a military headquarters from ancient times though the ancient history
of the city is hardly seen recorded. However, there are some pre-historic relics, particularly
Rock-cut caves found in some parts of the city like Oorakam, Melmuri, Ponmala, Vengara etc. manifesting
the inhabitancy. Locality named like Valiyangadi, Kootilangadi, Pallipuram etc. The Neo Space at the
KINFRA Park, Kakkancherry is unique in that it is he first major IT infrastructure in the Malabar region.
The 85,000 sft facility houses 24 units and employs more than 200 professionals. Facility houses 24 units
and employs more than 200 professionals. The companies in Park engaged in a wide variety of activities
which include Software Development, Business Process Outsourcing, Web Development, IT enabled
services, KPO and Animation. Most of the companies have offices in other
countries.

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Growth of E-commerce

The e-commerce market is expected to reach USD 16,215.6 billion by 2027, at a CAGR of 22.9% during
the forecast period of 2020 to 2027. This market is majorly driven by factors such as rising penetration of
the Internet and smartphones, growing depende ncy on social media to promote e commerce platforms,
growing Omni-channel business models, and the advent of new payment modes. In addition, e-commerce
automation offers immense growth opportunities for players operating in the e-commerce market. However,
online frauds and cybersecurity issues aresome factors restraining the market growth. Moreover, local laws
and regulations for international e commerce and trust deficit due to touch and feel experience are the major
challenging factors for the overall market growth. This market is majorly driven by factors such as rising
penetration of the Internet and smartphones, growing dependency on social media to promote e-commerce
platforms, growing Omni-channel business models, and the advent of new payment modes. In addition, e-
commerce automation offers immense growth opportunities for players operating in the e-commerce market.
However, online frauds and cybersecurity issues are some factors restraining the market growth. Moreover,
local laws and regulations for international e-commerce and trust deficit due to touch and feel experience
are the major challenging factors for the overall market growth. It's interesting to look back at e-commerce
growth over the last few years and think forward to the future of this industry. As demonstrated by these
charts from Statistics, the overall percentage of e-commerce retail sales in the US shot up in Quarter 2 of
2020, accounting for 16% of sales in the US in Q2 2020.The market share of e commerce within US retail
sales now looks to be settling around 13-14% between Q3 2020 - Q2 2021. This constitutes a much larger
share than previously to the pandemic, showing that some of the rapid changes to buyer behaviour have
remained, and we expect to see that continue Equally, we have watched the overall percentage of e-
commerce retail sales in the UK rising to over a third of all retail in the UK in November 2020 and January
2021. It has since decreased slightly, but it will be interesting to follow this trend in the run up to the 2022
holiday season, and into next year. E-commerce has transformed the way business is done in India. The
Indian E- commerce market is expected to grow to US$ 111.40 billion by 2025 from US$ 46.2 billion as of
2020. By 2030, it is expected to reach US$ 350 billion. By 2021, total e-commerce sales are expected to
reach US$ 67-84 billion from the US$ 52.57 billion recorded in 2020.Much of the growth for the industry
has been triggered by an increase in internet and smartphone penetration. As of July 2021, the number of
internet connections in India significantly increased to 784.59 million, driven by the Digital India
programme. Out of the total internet connections, ~61% connections were in urban areas, of which 97%
connections were wireless.

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Benefits of e-commerce

➢ Online shopping has become very common, largely due to the convenience and time saving
option.
➢ The additional feature of safe transactions has also attracted more customers. The development
of a
➢ Dynamic and user- friendly e-commerce website with different features including search
products,
➢ Customization of products, 24x7 technical support and maintenance, security features forsafe
transaction,
➢ Tracking of orders and info on shipping, track history, prompt delivery, etc. attracts the
customer easily
➢ And effectively, and increases the online sales. The dependence on the e-commerce portals to
obtain
➢ The products instantly are increasing worldwide. In this scenario, the e-commerce with
multifaceted.
➢ Features can boost the expansion of Kerala‟s business and economy sector in the following ways.

COVID- 19

A coronavirus is a kind of common virus that causes an infection in your nose, sinuses, or upper throat.
Most coronaviruses aren't dangerous.In early 2020, after a December 2019 outbreak in China, the World
Health Organization identified SARS-CoV-2 as a new type of coronavirus. The outbreak quickly spread
around the world.-19 is a disease caused by SARS-CoV-2 that can trigger what doctors call a respiratory
tract infection. It can affect your upper respiratory tract (sinuses, nose, and throat) or lower respiratory
tract (windpipe and lungs).It spreads the same way other coronaviruses do, mainly through person-to-
person contact. Infections range from mild to deadly.- CoV-2 is one of seven types of coronavirus,
including the ones that cause severe diseases like Middle East respiratory syndrome (MERS) and sudden
acute respiratory syndrome (SARS). The other coronaviruses cause most of the colds that affect us during
the year but aren‟t a serious threat for otherwise healthy people. The virus can lead to pneumonia,
respiratory failure, heart problems, liver problems, septic shock, and death. Many COVID-19
complications may be caused by a condition known as cytokine release syndrome or a cytokine storm. This

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is when an infection triggers your immune system to flood your bloodstream with inflammatory proteins
called cytokines. They can kill tissue and damage your organs. In some cases,
lung transplants have been needed.
Factors affecting growth of e-commerce

1. Competitive Pricing

China's influence of cheap products has made consumers adamant on searching for the lowest cost with
the best product quality. Consumers will dedicate hours upon hours to snatch up thebest deal. While 10%
markup on a product sounds good in theory, it is important for ecommerce store owners to benchmark their
pricing across several competitors to make sure they are competitive on pricing and not falling
behind. shopify created a great list of comparison shopping engines to benchmark your product pricing!

2. Product Quality

Just as important as price is product quality. In some cases, this may be out of your control, but if you make
or manufacture your own products, this is an important factor to take into account. If you‟ re wondering
how much of a role perceived product quality means to consumers, take this into consideration. Up to 57%
of people are less likely to purchase products that carry the Made in China stamp. This is because
consumers perceive that the manufacturer chose a quick and inexpensive route when creating their product
and feel that it ‟s likely of a lower quality than other similar products may be. The manufacturing stamp is
only a part of what makes up p roduct quality (or perceived quality.) Off-site or on-site reviews around
product‟s use or functionality also have a factor. If a product has unexpected quirks that cause it to be a
hassle to use or inefficient, you can expect customers won‟t buy it. Be
conscious of what consumers are writing about your product.

3. Shipping Time & Cost

Amazon has become the retailer of choice for many shoppers because of their fast shipping and extensive
product offerings. The company has revolutionized the world of ecommerce by being able to offer same
day shipping in many major cities and 2 day or same week shipping on most products. There are many
stores that keep it simple with a single shipping option to allow for flat rate pricing or so that they can offer
free shipping. The incessant need for things to be done yesterday has been ingrained into
the modern lifestyle and it shows when you look at the volume

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stores do when they offer fast delivery. To sweeten the deal, add well-priced shipping options on top of
fast delivery. While it would be hard to offer Amazon shipping speed and pricing, it ‟s encouraged to offer
faster shipping options for those willing to pay for the convenience. Even better, offer a lower-price or free
shipping when a customer spends more than a certain amount.
4. Online reviews

ratings are an integral factor in the decision to purchase. A whopping 40% of customers say they
wouldn‟t purchase technology products without first reading online reviews. That being said, the amount
of research a customer puts in varies based on the price, location and many other factors. This means that
having a wealth of reviews to read is important. Even if a product has negative reviews, it can increase
sales in comparison to a product with no reviews.

5. Easy Return Policy

Even with ecommerce becoming more and more popular, there are still very few sites with a well laid out
refund policy. Many bury their refund policy or make it confusing to understand which can mean many
lost sales and many unhappy customers. The more transparent you are about refunds, the easier it will be
to deal with customers when they want a refund. If you don‟t accept refunds be upfront and clear. However,
even a very time limited refund policy is better than nothing. If you truly back the quality and satisfaction
of your product, people will be more likely to purchase from you, especially given a simple
and well-crafted refund policy.

6. Loyalty Rewards

Many customers focus their sights on the lowest price, which makes generating sales more and more
challenging. Building loyalty is the best option for generating sales as it can take up to 7 new customers to
generate the same amount of revenue as a single repeat customer. Rewarding your customer for making a
purchase is what can set you apart from a ll of the other retailers. Much like many opt to fly with certain
airlines because they want to accumulate points, the goal is to have customers purchasing
from you so that they can redeem their rewards down the road.

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7. Easy Navigation

An easy to navigate ecommerce store sounds like a simple feat until you learn companies spend millions
of dollars per year to hire data scientists to optimize their navigation and even the best placement for a
learn more button! This of course doesn‟t mean that easy navigation is unattainable. I like to use Best Buy
as an example of just how simple you can make a large store. Considering that their online store
holds thousands of different productthe navigation is easy to use and logical to a majority of their target

market. Their main navigation is also broken up to highlight deals, brand based browsing and their vast

knowledge base of guides and FAQs. This may require some additional help from a designer or developer

to achieve but most ecommerce platforms also offer themes

that have been modified and improved over time to help store owners.

8. Technological Factors

a. Infrastructure of Information Communication Technology

An important national factor contributing towards the growth of e-commerce in a particular country is the
infrastructure of Information Communication Technologies (ICT). ICT is defined as “diverse set of
technological tools and resources to create, disseminate, store, bring value addition and manage
information” The explosion of e-commerce today can be attributed to the revolution in the field of ICT]
since e-commerce is combination of progress in ITC with traditional institutional framework management.
Organizations are now using ICT to improve their logistic system, supply chain
management and reverse logistics. ICT facilitates firms in improved coordination, better information
processing, superior decision making, and effective data and knowledge management. ICTs also provide
means for interacting with customers, stakeholders, suppliers, dealers, business regulators as well as
communicate with both downwardand upward side of supply chain. In short, e-commerce facilitated
through ITC has become a potent weapon for organizations to achieve long term profitability and
competitive advantage in the market. A major factor which contributes to lower diffusion of e-commerce
in third world countries is their poor overall infrastructure in general and ICT infrastructure in particular.
This hurt their ability to start business online.

17
b. Mobile Phone Subscription

Mobile phone is one of the most preferred equipment for ICT. There has been an exponential increase in

the mobile phone users throughout the world. The innovation offend 4G communication system has turned

mobile phone into an all-round device. This has also led to the emergence of M-commerce which is

considered an extension of e-commerce. Any transaction, whether monetary or non- monetary, carried out

with the help of wireless telecommunication is referred to as mobile commerce. M-commerce complements

e-commerce. Due to mobile phones, internet traffic to e-commerce websites has increased from 3% to

37%.These figures are likely to grow as more and more people are using mobile application for various

online retail purchase. Resultantly, many firms such as E-bay, Amazon etc. have developed their own

mobile applications in order to capture a larger market segment. Mobile phones and tablets have becomean

important source to excess global e- market. Therefore, mobile phone subscription can have a positive
effect on the growth of online sales..

C. Social Networking Sites

Social media is defined as an online platform which allows people to share their experience and opinions
with each other. The use of social networking sites is also on the rise. After every shopping, customers
share their experiences and opinions about their purchases on different social networking
sites.

9. Social Factors

a. Urbanization

An understated factor that has promoted the use of e-commerce is the migration of people living in rural
areas to urban settlements. Throughout the world, people are migrating to urban cities in order to get better
education, health, jobs and business opportunities. They work relentlessly in order to have better
earning and meet ends. Such people try to give much of their time to work and

there are, thus, left with very little time to spend on shopping. In an attempt to save their time, they resort
to online shops and place orders ranging from common grocery items to home appliances. Many firms are
offering their product by keeping in view the specific needs of such customers. The development of ICTs
has made matters simpler and people can save their time by shopping from online stores.

18
b. Education and Technical Literacy

In addition to urbanization, education and technical literacy level is another social factor which affects the
use of internet and online shopping. Education and literacy level of entrepreneur of SMEs interested
in conducting their business through internet also effect the growth of e commerce.

c. Cyber Security

Yet another important factor which can potentially be detrimental to the growth of e-commerce is the threat
of online frauds and cyber-crimes. E-commerce security entails protection against risks and threats that
tend to target the sensitive information and system being used in e- commerce activities .Cybertated earlier,
there is no physical interaction between buyers and sellers in online business. Mostly buyers in e-commerce
and some sellers are ordinary people with little knowledge about cyber threats, they remain unable to detect
such perils.. These fraudulent practices are a serious challenge to e-commerce because the more an online
business grows; higher are the chances of such malicious practices.
10. Economic Factors

a. Income Level of Citizens

Many studies have concluded that e-commerce is particularly less popular in developing countries. People
in developed countries are more inclined to shop through online means. A major region is the economic
progress and higher per capita income. According to Information Economy Report 2015, the
top 10 countries with highest B2C revenue are those who enjoy higher GDP and GNI.

Contrary to this, poor economy and lack of financial resources in developing countries have adversely
affected spread of e-commerce. All these factors lead us to assume that level of income in a country will
encourage its buyers and firms to venture into online business.

b. Business Activities

Advancement in e-commerce has enabled governments to expand business activities in their countries as
ICTs have provided thrust to local and global business. Computer, internet and ICTs are quickly becoming
part of any firm‟s business setup. E-commerce helps in development of secondary and tertiary industries in
the countries. These better business prospects will encourage firms and enter into online market to tap its
advantage. However, the role of a stable political and economic system; and an effective legal system is
essential for growth of e-business. The level of business opportunities in a country and

19
 incentive given to entrepreneurs has a positive effect on the growth of e-commerce. c.

Logistic Network

Turban regard that e-commerce is marketing and distribution of goods and services through internet. This
definition highlights the role of trade logistics and an efficient infrastructure in the advancement of e-
commerce. But, this has gathered little attention in e-commerce related research . Unlike conventional brick
and mortar system, the online firms have to deliver varying quantities on order to their respective
customers; therefore, an extensive and well managed logistic system is required. Researchers have
indicated that an efficient distribution system is an indicator of better customerservice.
INTRODUCTION

The 4th chapter the analysis of surveyed data are done in order to find out the online shopping habits
among e-commerce customers. The purpose of the data analysis and interpretation phase to transform
the data collected into creditable evidence about the development of intervention and its performance.
The study also used some statistical tools, tables and corresponding diagrams based on the surveyed
data.

TABLE NO 4.1

GENDER WISE CLASSIFICATION OF E-COMMERCE CUSTOMERS

THIRUVALI GRAMA PANCHAYATH
Particulars No. of respondents Percentage

Male 16 26.67%

Female 44 73.33%

Total 60 100%

Source: Primary data

20
INTERPRETATION

The above diagram showsthat only 26.6% are Male and 73.3% of the respondents are female.
TABLE No 4.2

AGE GROUP OF E-COMMERCE CUSTOMERS IN THIRUVALI GRAMA

PANCHAYATH.

Particulars No. of response Percentage (%)

18-30 58 96.67%

31-40 2 3.33%

41-50 0 0%

Above 50 0 0

Total 60 100%

Source: Primary data

21
 INTERPRETATION

The above table shows that most of the respondents (96.67%) have age group from 18-30. while only
3% of respondents are from the age group 31-40. 0% belongs to age groups of 41-50 and 50 above.

TABLE NO 4.3

QUALIFICATION OF E-COMMERCE CUSTOMERS IN

THIRUVALI GRAMA PANCHAYATH.

Particulars No. of respondents Percentage(%)

Higher secondary 14 23.33%

Graduation 37 61.67%

Post-Graduation 6 10%

Others 3 5%

Total 60 100 %
Source: Primary data

INTERPRETATION

The above table 4.3 shows that most of the respondents have Graduation peoples. 23% of
respondent'shave higher secondary qualification

22
 TABLE NO 4.4

MONTHLY INCOME OF E-COMMERCE CUSTOMERS INTHIRUVALI

GRAMAPANCHAYATH
.

Particulars No. of respondents Percentage

Less than 5000 29 48.33%

5000-10000 9 15.00%

10000-20000 10 16.67%

20000-30000 7 11.67%

Above 30000 5 8.33%

Total 60 100%

Source: primary data

INTERPRETATION

The table shows 48% of the respondents have monthly income RS.less than 5000. 16.67% of
respondents have monthly income up to RS. 10000- 20000.

23
 TABLE NO 4.5

OCCUPATION OF ECOMMERCE CUSTOMERS IN THIRUVALI GRAMA

PANCHAYATH.

Particulars No. Of respondents Percentage

Student 44 73.33

Employee 12 20.00

Not Employee 3 5.00

Business man 0 0.00

Other 1 1.67

Total 60 100

Source: primary data

INTERPRETATION

From the above table 73.33% respondents are students. 20% of respondents are employee and only
5% respondents are not employees.

24
TABLE NO 4.6

AWARENESS ABOUT E-COMMERCE AMONG CUSTOMERS

IN THIRUVALI GRAMAPANCHAYATH.
Particulars No. of respondents Percentage

Interested 49 81.67%

Not Interested 11 18.33%

Total 60 100%
Source: Primary data

INTERPRETATION

The table shows that most of the respondents (81.67%) have interested about e-commerce. Only
18.33% of the respondents have not interested about e-commerce.
TABLE NO 4.7

ENJOYMENT STATUS OF ONLINE SHOPPING EXPERIENCE BY THEONLINE

USERS IN THIRUVALI GRAMA PANCHAYATH.

Particulars No. of respondents Percentage

Yes 59 98.33%

25
 No 1 1.67%

Total 60 100%

Source: Primary data

INTERPRETATION

The table shows that 98% of the respondents have enjoying the online shopping experience. Only
1.67% respondents have not enjoying online shopping experience.
TABLE NO 4.8

DURATION OF ONLINE PURCHASING DURING THE COVID PERIOD

Particulars No. of respondents Percentage

More than once a week 5 8.33%

Once a week 4 6.67%

Once a month 31 51.67%

Once a year 12 20.00%

Less than once a year 8 13.33%

Total 60 100%
Source: primary data

26
 INTERPRETATION

51.7% of the respondents buy products through online in once a month. 20% of respondents have buy
products through online in once a year.
TABLE NO 4.9

RATE OF OVERALL ONLINE SHOPPING EXPERIENCE

DURINGCOVID PERIOD.

Particulars No. of respondents Percentage

Excellent 16 26.67%

Average 44 73.33%

Average 0 0%

Total 60 100%

Source: primary data

27
 INTERPRETATION

The table shows 73.33% respondents have the overall rate about online shopping during covid period is
average. 26.67% of respondents have the rate about online shopping during covid period is
excellent.
TABLE NO 4.10

FAVORATE ONLINE SITE USED BY THE CUSTOMERS DURINGCOVID

PRIOD.

Particulars No. of respondents Percentage

Flipkart.com 27 45.00%

Amazon.com 15 25.00%

Meesho.com 13 21.67%

Myntra.com 2 3.33%

Zomato 0 0.00%

Ajio.com 1 1.67%

Sanpdeal.com 0 0.00%

Others 2 3.33%

Total 60 100%
Source: primary data

28
 INTERPRETATION

The above table shows 45% of respondents have used to buy products online during covid period through
flipkart.com. 25% of respondents have use Amazon.com and 21.67% of respondents have use
meesho.com.
TABLE NO 4.11

ADVANCED TECHNOLOGY HELPS IN GROWTH FOR E-COMMERCEIN INDIA

DURING COVID PERIOD.

Particulars No. of respondents Percentage

Agree 51 85.00%

Strongly Agree 7 11.67%

Disagree 1 1.67%

Strongly Disagree 1 1.67%

Total 60 100%

Source: primary data

29
 INTERPRETATION

The above table shows that 85% of respondents have agree the advanced technology helps in growth of
E-commerce in covid period. Only 1.67% ofrespondents have disagree the advanced technology
helps in growth of e-commerce during covid period.
TABLE NO 4.12

CHANGING BUYER BEHAVIOUR EFFECTS ON THE GROWTH OF

ECOMMERCE INDUSTRY IN THIRUVALI DURING COVID PERIOD.

Particulars No. of respondents Percentage

Agree 42 70.00%

Neutral 17 28.33%

Disagree 1 1.67%

Strongly Disagree 0 0.00%

Total 60 100%

Source: primary data

30
 INTERPRETATION

70% of respondents have agreed in this statement. 28.33% of respondents have partially agreed in this
statement. Only 1.67% respondents have strongly disagree in this statement.
TABLE NO 4.13

SECURITY OF ONLINE SHOPPING DURING COVID PERIOD.

Particulars No. of respondents Percentage

Yes 47 78.33%

No 13 21.67%

Total 60 100%
Source: primary data

31
 INTERPRETATION

78.33% of respondentssay that the online shopping is secure to use during covid pandemic.
21.67% of respondents did not agree online shopping is secure to use during covid period.
TABLE NO 4.14

ECOMMERCE CAN IMPROVE CUSTOMER SUPPORT

Particulars No. of respondents Percentage

Agree 45 75.00%

Disagree 2 3.33%

Don’t know 13 21.67%

Total 60 100%
Source: primary data

INTERPRETATION

The above table shows that 75% of respondents have agree ecommerce can improve customer
support. 21.67% of respondents have don’t know about e-commerce can improve customer support.

32
TABLE NO 4.15

CUSTOMER SATISFACTION ABOUT QUALITY OF

E-COMMERCE PRODUCTS.

Particulars No. of respondents Percentage

Very satisfied 13 21.67%

Satisfied 25 41.67%

Neutral 20 33.33%

Not satisfied 2 3.33%

Total 60 100%

Source: primary data

INTERPRETATION

The table shows 41.67% of respondents have satisfied about quality of e-commerce products. While
Only 3.33% of respondents have not satisfied about quality of e-commerce products.
TABLE NO 4.16

APPLICATION TECHNIQUES USED IN E-COMMERCE IN

THIRUVALI GRAMA PANCHAYATH.

33
 Particulars No. of respondents Percentage

Email 33 55.00%

E-conference 4 6.67%

Chat room 4 6.67%

Not applicable 19 31.67%

Total 60 100%

Source: primary data

INTERPRETATION

The above table shows that 55% of respondents have apply email platform in their-commerce business.
31.67% of respondents have not applicable any tools used in e-commerce in thiruvali gramapanchayath
.
TABLE NO 4.17

PAYMENT METHODS USED MOST OFTEN WHEN BUYING

PRODUCTS ONLINE DURING COVID PERIOD.
Particulars No. of respondents Percentage

Debit Card 10 16.67%

Credit card 5 18.33%

Google pay 27 45.00%

Phone pay 5 8.33%

Others 13 21.67%

Total 60 100%

Source: primary data

34
 INTERPRETATION

45% of respondents have use google pay payment option.18.33% of respondents have using credit
card option for buying products through online during covid period.
TABLE NO 4.18

TIME SPEND ON THE INTERNET IN EACH WEEK BY THE E COMMERCE

CUSTOMERS.
Particulars No. of respondents Percentage

Up to 3 hours 8 13.33%

3-5 hours 11 18.33%

6-10 hours 11 18.33%

11-15 hours 6 10.00%

More than 15 hours 13 21.69%

More than 15 hours 11 18.33%

Total 60 100%

Source: primary data

35
 INTERPRETATION

The above table shows that most of the respondents have spent more than 15 hours on the Internet each
week. 18.33% of respondents have spent 3-5 hours and 6-5 hours on internet in each week by
the e-commerce customers.
TABLE NO 4.19

SATISFACTION OF PRODUCTS OR SERVICES OFFERED BY E

COMMERCE BUSINESS.

Particulars No. of respondents Percentage

Very satisfied 6 10.00%

Satisfied 37 61.67%

Neutral 17 28.33%

Not satisfied 0 0.00%

Total 60 100%

Source: primary data

INTERPRETATION

36
 61.67% of respondents have satisfied with products or services offered by e-commerce websites.0%
respondents do not satisfied with e-commerce products or services offered bye
commerce business.
TABLE NO 4.20

PREFERENCE OF CASH ON DELIVERY PAYMENT DURINGPURCHASE.

Particulars No. of respondents Percentage

Yes 41 68.33%

No 3 5.00%

May be 16 26.67%

Total 60 100%

Source: primary data

INTERPRETATION

The table shows that 68.33% of respondents have agree that prefer cash on delivery payment option on
purchase during covid period. Only 5% respondents have does not agree prefer cash on delivery
payment option during purchase.

37
TABLE NO 4.21

AVAILABILITY OF ALL E-COMMERCE BRANDS IN A SINGLEWEBSITE.

Particulars No. of respondents Percentage

Strongly agree 8 13.33%

Agree 29 48.33%

Neutral 22 36.67%

Strongly disagree 0 0.00%

Disagree 1 1.00%

Total 60 100%
Source: primary data

INTERPRETATION

48.33% of respondents have agreed that alle-commerce brands available in single website. No
percentage of respondents have disagreed that all e-commerce brands available in single website during
covid period.
TABLE NO 4.22

HIGH SPEED INTERNET CONNECTION AVAILABLE TO E

COMMERCE CUSTOMERS IN THIRUVALI GRAMAPANCHAYATH.

38
 Particulars No. of respondents Percentage

Strongly agree 11 18.33%

Agree 34 56.67%

Neutral 15 25.00%

Strongly disagree 0 0.00%

Total 60 100%

Source: primary data

INTERPRETATION

The above table shows that 56.67% respondents have agreed the availability of high speed internet
connection. No respondents doesn‟t agreed the availability of high speed internet
connection.
TABLE NO 4.23

EXISTANCE OF UNCERTAINTY DURING ORDERING OR

BUYING E COMMERCE PRODUCT
Particulars No. of respondents Percentage

Strongly agree 5 8.33%

39
 Agree 25 41.67%

Neutral 28 46.67%

Strongly disagree 0 0.00%

Disagree 2 3.33%

Total 60 100%
Source: primary data

INTERPRETATION

46.67% respondents have responded uncertainty in delivery of ordering or buying e-commerce product and
41.67% respondents have responded agree that uncertainty in delivery of ordering or buying
e-commerce product during covid period.
TABLE NO 4.24

POSSIBILITY OF E-COMMERCE CUSTOMERS TO RETURN THE

PRODUCTS.
Particulars No. of respondents Percentage

Strongly agree 10 16.67%

Agree 31 51.67%

Neutral 16 26.67%

40
 Strongly disagree 0 0.00%

Disagree 3 5.00%

Total 60 100%
Source: primary data

INTERPRETATION

The above table shows that 51.67% of respondents have agree the possibility to return the product s or
services. 5% of respondents have doesn‟t agree the possibility to return the product s or services.
TABLE NO 4.25

POSITIVE CUSTOMER SATISFACTION IN E-COMMERCE BUSINESS.

Particulars No. of respondents Percentage

Strongly agree 10 16.67%

Agree 36 60.00%

Neutral 12 20.00%

Strongly disagree 0 0.00%

Disagree 2 3.33.00%

Total 60 100%
Source: primary data

41
 INTERPRETATION

60% of respondents have agreed consumer satisfaction in ecommerce business. 16.67% of respondents
have strongly agreed and 3.33% of respondents strongly disagree that positive
consumer satisfaction in ecommerce business.
TABLE NO 4.26

AWARENESS OF E-COMMERCE CUSTOMERS FOR

INTERNET MARKETING.
Particulars No. of respondents Percentage

Strongly agree 10 16.67%

Agree 32 53.33%

Neutral 16 26.67%

Disagree 0 0.00%

Strongly Disagree 2 3.33%

Total 60 100%
Source: primary data

INTERPRETATION

53% of respondents have agreed awareness of e-commerce customers for internet marketing.

42
TABLE NO 4.27

COVID 19 PANDEMIC LOCKDOWN INCREASED FREQUENCY OFBUYING

ONLINE CUSTOMERS IN THIRUVALI GRAMA PANCHAYATH.
Particulars No. of respondents Percentage

Strongly agree 18 30.00%

Agree 31 51.67%

Neutral 9 15.00%

Strongly Disagree 1 1.67%

Disagree 1 1.67%

Total 60 100%
Source: primary data

INTERPRETATION

The above table shows that 51.67% of respondents have agree that the COVID- 19 pandemic
lockdown increased frequency of buying online.
TABLE NO 4.28

PURCHASED ESSENTIAL GOODS ONLINE DURING LOCKDOWNPERIOD.

Particulars No. of respondents Percentage

Yes 35 58.33%

43
 No 25 41.67%

Total 60 100%
Source: primary data

INTERPRETATION

The above table shows that most of the respondents (58.33%) have agree that purchased essential goods
throughonline during lockdown period.
TABLE NO 4.29

ECOMMERCE INDUSTRY IS GOING TO REPLACE YOUR

TRADITIONAL OFFLINE SHOPPING OF FMCG GOODS

Particulars No. of respondents Percentage

Strongly agree 7 11.67%

Agree 27 45.00%

Neutral 22 36.67%

Strongly Disagree 0 0.00%

Disagree 4 6.67%

Total 60 100%

44
Source: primary data

INTERPRETATION

The table shows that most of the respondents (45%) have agree that ecommerce industry is going to
replace their traditional offline shopping of FMCG goods.
5.1 SUMMARY

Ecommerce (electronic commerce) is the buying and selling of goods and services, or the transmitting
of funds or data, over an electronic network, primarily the Internet. In the last decade, widespread use
of ecommerce platforms such as flip kart, amazon has contributed to substantial growth in online retail.
In 2007, ecommerce accounted for 5.1% of total retail sales; in2019, ecommerce made up 16.0%. The
COVID 19 crisis also highlights the complementarity between online and offline sales channels.
Moreover, after the COVID 19 pandemic social distancing and staying home is expected to push the
consumers towards online shopping. However, uncertain consumer demand and supply chain
issues can affectthe ecommerce industry.

The project is the study on the growth of ecommerce during the pandemic COVID 19 with special reference
to THIRUVALI GRAMA PANCHAYATH. The entire study conducted on60 samples which were selected
by
convenience sampling method from THIRUVALI GRAMA PANCHAYATH. This project includes five
chapters;

First chapter include introduction to the study, Significance of the study, statement of the problem,
Objectives of the study, tools used for data collection and data presentation. Limitations and chapter

45
plan.

Second chapter include review of literature and Third

chapter include company profile.

Fourth chapter includes analysis and interpretation of the data which is collected through questionnaire,
analysis is done by using tools like percentage method. Data is presented in the form
of table, chart and diagrams.

Fifth chapter includes summary, findings, suggestions and conclusion.

5.2 FINDINGS

➢ 73.33% of respondents are female.

➢ Majority of the respondents are under the age category between18-30.
Majority respondents are graduated.

➢ 48.33% of the respondents have monthly income between 5000-10000. Most

of the respondents are students(73.33%).

➢ Most of the respondents are aware aboute-commerce.

➢ Majority of the respondents are experienced onlineshopping.
➢ 51.67% of respondents are bought the products within once a month through online.

➢ 73.33% ofthe respondents are agreeing average percentage of online shopping experience. ➢
Majority of the respondents like flipkart online site.
➢ Majority of the respondents have agreed advanced technology helps in growth for
ecommerce in India.

➢ 70% of respondents have agreed the changing buyer behaviour effects on the growth of
ecommerce industry in THIRUVALI .

➢ 78.33% of the respondents believe online shopping issecure to use.

➢ 75% of the respondents agree e-commerce can improve customer support.
➢ Most of the respondents have satisfied quality of the products.
➢ 55 % of the respondents have currently use E- mail technique in e-commerce business. Majority
respondents currently use Google pay payment system for buying products through
online.

➢ Most of the respondents have spent time more than 15 hours on the Internet each week. 61.67% of
the respondents have satisfied with the product orservices offered by E commerce

46
 websites.

➢ Majority respondents have agree online shopping sites which offer Cash On Delivery (COD)
payment option on purchase.

➢ Most of the respondents have agreed the availability of all brands with full range which are
available in single website.

➢ 56.67% of respondents are agree the availability of high speed internetconnection.

➢ 46.67% of respondents are believed in average the uncertainty in delivery of ordered or bought
product.

➢ Majority of respondents are agree possibility to change products or servicesafter. ∙ 60% respondents
are agreeing consumer trust has got positive impact on e-commerce business.

➢ Most of the respondents are agree the awareness of internet marketing inclinationsin
mandatory for internet marketing growth.

➢ Majority of respondents are agreeing the COVID 19 pandemic lockdown increased

frequency of buying through online.

➢ 58.33% respondents believe purchased essential (FMCG) goods online during lock down period.
➢ Most of the respondents are agree the ecommerce industry is going to replace your
traditional offline shopping of FMCG goods.

47
5.3 SUGGESTIONS

➢ Respondents emphasized that due to the payment changes, the e-commerce firms have realize that
their customers were more comfortable making more orders which has in return increased
the company‟s sales and customer demands.

➢ Most of the respondents feel online shopping is advantageous even after the pandemic. So, e-
commerce retailers can get feedback from the customers and this may enhance the quality of

customer relationships in the forthcoming future.

➢ The ecommerce industry should provide customer reviews.

➢ Now days, the covid-19 pandemic caved the growth of e-commerce. ∙ The main demerit of online

shopping is that customer can‟t measure the quality of the products. So, alternative

arrangements like quality centers should be installed at least in a Municipality.

➢ It isthe fastest growing business opportunity in the world; also many things need to
improve.

➢ E-commerce industries should try to improve the design and qualities of all e-commerce brands
induce the customers.

➢ E-commerce industries should create good customer satisfaction.

➢ Consumers find certain benefits in online marketing over traditional marketing; therefore
companies can spend more on online media rather than the traditional tools.

➢ E-commerce industries should generate trust among customers towards the brands.
5.4 CONCLUSION

The study is about growth of e-commerce in pandemic COVID 19 in THIRUVALI GRAMA

PANCHAYATH. Ecommerce is the most growing platform in India. In this study, primary interest is to
know how coronavirus spread has affected ecommerce globally. Most of the customers are highly
satisfied with their ecommerce platform before and after pandemic period. Through in this study focuses
how ecommerce provides alternatives ways for people to meet their demands. It provides more suitable
facilities for customers
like coronavirus pandemic period.

48
Books:

Philip Kotler & Kevin Lane Keller, Marketing Management, New Delhi, Person
Education,2006, pg. no.537

Warren J. Keeyan, Global Marketing Management, USA, Prentice-Hall ofIndia Pvt ltd, 2002.

A Vinod, Marketing Management, University OfCalicut

WEBSITES

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7475027/

https://www.business-standard.com/article/companies/5- factors-that-will-drive-e

commerce-growth-115021201785_1.html https://www.ibef.org/industry/ecommerce.aspx

https://www.webmd.com/lung/coronavirus

https://www.fool.com/investing/the-7-largest-e-commerce-companies-in-the
world.aspx

WHO.(2019). World Health Oraganization.

WHO (2020). World Coronavirus Disease(COVID-19)

QUESTIONNAIRE

The questionnaire is a part of research report carried out by Fasna.N, final year BBA student in studying
in JAMIA NADVIYYA ARTS AND SCIENCE COLLEGE, under the topic “A study on the growth

of E-commerce during the pandemic COVID 19 with special reference to THIRUVALI GRAMA
PANCHAYATH”. Based on your experience I humbly request you to provide information for the
following questions. The responses collected through the instrument would be kept confidential and used
for
academic purpose only.

1. Name: ....................................................

2. Gender:

49
 Male Female

3. Age:

18-30 31-40 41-50 Above 50

4. Qualification:

Higher secondary Graduation Post Graduation

others.................................

5. Monthly Income:

Less than 5000 5000-10000 10000-20000 20000-30000

Above 30000

6. Occupation:

Student Employee Not employee Businessman

Other.....................

7. Do you aware about e-commerce?

Interested Not interested

8. Did you enjoy the online shopping experience?

Yes No

9. On average, how often do you buy online?

More than once week once a week once a month

Once a year Less than once a year

10. How would you rate your overall online shopping experience?

Excellent Average Poor

11. Rank your favourite online site?

50
 Flipkart Amazon Meesho Myntra

Ajio Others....................

12. Do you think advanced technology helps in growth for ecommerce industry in India? Agree

Strongly Agree Disagree Strongly Disagree

13. Do you think changing buyer behaviour effects on the growth of e-commerce industry in THIRUVALI
?

Agree Strongly Agree Disagree Strongly

Disagree

14. Do you think online shopping issecure to use?

Yes No

15. Ecommerce can improve customer support?

Agree Disagree Do notknow

16. How satisfied are you with the quality of product?

Very satisfied Not Satisfied Neutral Satisfied

17. How do you currently apply e-commerce in your business?

Email Conference Chartroom Not applicable

18. Which payment method do you use most often when buying products online?

Debit card Credit card Phone pay Google pay

others...........................

19. Approximately how much time do you spend on the Internet eachweek?

Up to 3hrs 3-5hrs 6-10hrs 11-15hrs

over than 15hrs Don’t Know

51
20. Overall, how satisfied were you with the product or services offered by E-commerce websites?

Very Satisfied Satisfied Neutral Unsatisfied

21. Do you prefer those online shopping sites which offer you „cash on delivery‟ (COD) payment
option onpurchase?

Yes No May be

22. Which you agree that the availability of all brands with full range which are available in single
website?

Strongly Agree Agree Neutral

Strongly disagree Disagree

23. Availability of high speed internet connection.

Strongly agree Agree Neutral Strongly disagree

24. Uncertainty in delivery of ordered or bought product

Strongly agree Agree Neutral

Strongly Disagree Disagree

25. Possibility to change products or services after

Strongly agree Agree Neutral

Strongly Disagree Disagree

26. You believe that consumer trust has got positive impact on ecommerce business? Strongly

agree Agree Neutral

Strongly Disagree Disagree

27. Awareness of internet marketing inclinations in mandatory for internet marketing growth?

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 Strongly agree Agree Neutral

Strongly Disagree Disagree

28. Hasthe COVID 19 pandemic lockdown increased your frequency of buying online?

Strongly agree Agree Neutral

Strongly Disagree Disagree

29. Have you purchased essential (FMCG) goods online during lockdown period?

Yes No

30. Do you think the e-commerce industry (FMCG) is going to replace your traditional offline
shopping of FMCG goods?

Strongly agree Agree Neutral

Strongly Disagree Disagree

31. If any suggestions

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Place: Name: Date: Signature: Address:

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