A STUDY ON INFLUENCE OF E-COMMERCE IN BUYING

BEHAVIOUR OF CONSUMERS WITH SPECIAL PREFERENCE

TO KUNNAMANGALAM GRAMA PANCHAYATH

Project report submitted in the partial fulfillment of the requirement for

theaward of degree of Bachelor of Business Administration of the

University of Calicut
2020 – 2023

by
MUHAMMED FAHAD A
Reg No: ZZAUBBAR42

Under the supervision of

Mr. VINOD P
(Assistant Professor)

PG DEPARTMENT OF COMMERCE AND MANAGEMENT

MARKAZ COLLEGE OF ARTS AND SCIENCE KARANTHUR,
KUNNAMANGALAM, CALICUT
673571
 CERTIFICATE

This is to certify that the project entitled “A STUDY ON INFLUENCE OF E-

COMMERCE IN BUYING BEHAVIOUR OF CONSUMERS WITH SPECIAL
PREFERENCE TO KUNNAMANGALAM GRAMA PANCHAYATH” is a confide
record of work done by MUHAMMED FAHAD A (Reg No: ZZAUBBAR42 ) under my
supervision and submitted in partial fulfillment of requirements for the award of degree of
Bachelor of Commerce of University of Calicut and has not formed the basis for award of
any Degree or Diploma or Associateship or Fellowship or other similar title to the candidate.

Prof. (Dr.) P.M. RAGHAVAN

(Head of the department)
 CERTIFICATE

This is to certify that the project entitled ‘A STUDY ON INFLUENCE OF E-

COMMERCE IN BUYING BEHAVIOUR OF CONSUMERS WITH SPECIAL
PREFERENCE TO KUNNAMANGALAM GRAMA PANCHAYATH” is a bonafide
record of work done by MUHAMMED FAHAD A (Reg No: ZZAUBBAR42) and
submitted in partial fulfillment of requirements for the award of degree of Bachelor of
Commerce of University of Calicut and has not formed the basis for award of any Degree
or Diploma or Associateship or Fellowship or other similar title to the candidate.

Mr. VINOD P
Place: Head of Department of Commerce
Date:
 DECLARATION

I, MUHAMMED FAHAD A, do hereby declare that this project report

entitled “A STUDY ON INFLUENCE OF E-COMMERCE IN BUYING
BEHAVIOUR OF CONSUMERS WITH SPECIAL PREFERENCE TO
KUNNAMANGALAM GRAMA PANCHAYATH” is an authentic report of the
project work conducted by me under the guidance of Mr.VINOD. P (Assistant
Professor, Department of Commerce) in partial fulfillment of requirements for
acquiring the award of the degree of Bachelor of Commerce of University of Calicut
during the year 2020 - 2023.

I also declare that this project has not been submitted by me fully or
partially for the award of any Degree or Diploma or Title or recognition before.

MUHAMMED FAHAD A
 ACKNOWLEDGEMENT

The study would not have been complete without acknowledging our
sincere gratitude to all those who helped me morally, socially and in or in kind to
bring out thisproject successfully.

Firstly I wish to express my sincere thanks to God who showed blessing on

me and provided my with physical strength, confidence, courage, inspiration and
interest throughout the period of my study.

Would like to take this opportunity to extend my cordial thanks and deep
love of gratitude to our respected principal Prof. K.V Umar Farooq sir and
Prof.(Dr.) P.M. Raghavan, Head of the Commerce Department, Markaz College
of Arts and Science, Karanthur.

My heartfelt thanks VINOD P, Assistant Professor of the Department of

Commerce for his guidance in every aspect of the project work and her whole
hearted co- operation and also express my thanks to the rest of my dear teachers
in our department for their beloved advices and kind co-operation.

I express my cordial thanks to all my respondents who helped to complete my survey.

I am thankful to all who have contributed directly or indirectly for the

completion of this project. I would also wish to thank my parents and friends
those who helped mefor the successful completion of the project.

MUHAMMED FAHAD A
 TABLE OF CONTENTS

CHAPTER TITLE PAGE NO.

1-5
1. INTRODUCTION

6 – 10
2. REVIEW OF LITERATURE

11 – 24
3. THEORETICAL FRAMEWORK

25 – 46
4. DATA ANALYSIS AND INTERPRETATION

47 – 50
5. FINDINGS, SUGGESTIONS AND
CONCLUSION

BIBLIOGRAPHY 51

APPENDIX 52 - 55
 LIST OF TABLES

TABLE PAGE
NO. TITLE OF TABLE NO.
4.1 Gender of respondents 25
4.2 Age of respondents 26
4.3 Govt Employee or Govt Employee 27
4.4 Time period on using internet 28
4.5 Activities used in Internet 29
4.6 Online Purchase 30
4.7 Motive to Purchase online 31
4.8 Nature of Product Purchase Online 32
4.9 Online Shopping Site 33
4.10 Mode of Payment 34
4.11 Read Terms and Condition Before conducting online 35
shopping
4.12 Problem faced while conducting Online purchase 36
4.13 Main problem facing online purchase 37
4.14 Satisfaction in Quality of product 38
4.15 Often of online purchase 39
4.16 Agreement towards statement 40
4.17 Time consuming of Delivery 41
4.18 Expensive in online purchase 42
4.19 Satisfaction of online purchase 43
4.20 Attractive in online purchase 44
4.21 Online shopping and manual shopping 45
4.22 Recommended other to use online shopping 46
 LIST OF CHARTS

TABLE PAGE
NO. TITLE OF TABLE NO.
4.1 Gender of respondents 25
4.2 Age of respondents 26
4.3 Govt Employee or Govt Employee 27
4.4 Time period on using internet 28
4.5 Activities used in Internet 29
4.6 Online Purchase 30
4.7 Motive to Purchase online 31
4.8 Nature of Product Purchase Online 32
4.9 Online Shopping Site 33
4.10 Mode of Payment 34
4.11 Read Terms and Condition Before conducting online 35
shopping
4.12 Problem faced while conducting Online purchase 36
4.13 Main problem facing online purchase 37
4.14 Satisfaction in Quality of product 38
4.15 Often of online purchase 39
4.16 Agreement towards statement 40
4.17 Time consuming of Delivery 41
4.18 Expensive in online purchase 42
4.19 Satisfaction of online purchase 43
4.20 Attractive in online purchase 44
4.21 Online shopping and manual shopping 45
4.22 Recommended other to use online shopping 46
 CHAPTER - 1

INTRODUCTION
1.1 INTRODUCTION

The impact of electronic commerce on procurement shopping business

collaborations and customer services is so dramatic that almost every
organization is affected. Online shopping is charging all business functional areas
and the important tasks, ranging from advertising to pay bills. The nature of
competition is also drastically changing due to new online companies, new
business models and the diversity of e-commerce related products and services.
E-commerce provides unparalleled opportunities for companies to expand
worldwide at a small cost, to increase the market shares, and to reduce cost. In
this paper main focus is on the consumer’s preferences and tasks on using
ecommerce. Also, this paper will demonstrate on the depth of usage of the online
shopping and its awareness among the respondents. Online shopping is the buying
and selling of goods and services or transferring funds or data, over an electronic
network, primarily the internet. These business transactions occur business –to-
business, business to- consumer. Consumer –to- consumer, or consumer – to-
business. The benefits of online shopping include it’s around the clock
availability, speed of access, a wider selection of goods and services, accessibility
and international reach. Its perceived downsides include sometimes limited
customer service, not being able to see or touch a product prior to purchase, and
the necessitated wait time for product shopping. To ensure the security, privacy
and effectiveness of online shopping, business should authenticate business
transactions, control access to resources such as web pages for registered or
selected users, encrypt communications and implement security technologies
such as the secure sockets layer. This paper aims to consolidate the major themes
that have arisen from the new areas of electronic commerce and to provide an
understanding of its application and importance to management.

1
 The interest is being developed rapidly since last two decades and with a
relevant digital economy that is driven by information technology also being
developed worldwide. After a long-term developer of the internet which rapidly
increased web users and high speed, internet connection, and some new
technology also have been developed and used for web clubbing those lead to
firms can promote and enhance images of products and services though the
website. There are many reasons for such a rapid development of internet
shopping, which mainly due to the benefits that the internet provides, first of all,
the internet offers a different kind of convenience to consumers. Obviously,
consumers do not need to go out looking for product information as the internet
can help them to search from online sites, and it also helps to evaluate between
each site to get the cheapest price for purchase. Furthermore, the internet can
enhance consumer used product more efficiently and effectively than other
channels to satisfy their needs. Through the different search engines, consumers
save him to access to the consumption related information and which information
with a mixture of images, sound and very detailed text description to help
consumer learning and choosing the most suitable product.

However, Internet shopping has potential risks for the customers, such as
payment safety, and after service due to the internet technology developed,
internet payment recently becomes the prevalent way of purchasing goods from
the internet. Internet payment increases consumptive efficiency, at the same time,
as its vertical property reduced internet security. It is clear from the overview of
internet and internet shopping, development that e-commerce is being used in
many corporations due to the dramatic development of technology and the
competitive advantages of web selling. Moreover, the expansions of the usage by
individuals also become main contribution to the development of internet
shopping. Relatively few studies have investigated in the internet shopping and
impact on consumer behavior. The previous studies are more focus on the

2
 market’s point of view, such as how to establish a more efficient marketing
channel online rather than the traditional off-line channel. Therefore, this research
will combine with previous studies from literature review and focus on the
consumers behaviour and influence of e-commerce in buying behaviour.

E-commerce has become a term in the business world for a period more than a
couple of years. The effect has been increased since the effect of the computers
and communication technology on business world was recognized. With the
combination of the electronic data change, electronic mail and Internet
applications, which are a series of processes, electronic commerce enables
information exchange between individuals, companies and countries. Just like the
other information systems, e-commerce has both concrete and abstract benefits.
It is easy to calculate and evaluate the concrete benefits.
For example, an e-commerce website can execute the same operations of a normal
organization with a less amount of workforce. However, it is difficult to measure
and evaluate the abstract benefits. Those kinds of benefits cannot be easily
identified. Some of the abstract benefits of e-commerce may be considered as;
improvement of inventory control, more efficient use of human resources,
development of communication, establishment of an efficient supply chain and
realizing a better value chain.

1.2 Statement of the Problem

As well as know, technology is being developed and it is used in all sectors

of life and it became a part of today’s life style. The research may fill the
gap between the choice of online shopping and traditional shopping. This
study reflects the reasons and features of online shopping which attracts
customers to purchase online and the reasons which leads to not buy online.
Through this problem we can provide consumers with clear options on
which method of shopping is more beneficial to them.
3
1.4 Objectives of the study

 To understand the consumers e-commerce buying behavior.

 To examine the factors influencing the consumers switch from traditional
shops to online markets.
 To analyze the preference of consumers on using online shopping
platforms.
 To identify and evaluate different consumer buying behaviours
 To suggest improvements in e-commerce for future development.
1.5 Scope of the study

The findings and interpretation of the study is applicable to kunnamangalam

gramapanchayath as mentioned in the topic. This study has been covered the
area of internet by the ecommerce and internet in buying behavior of
consumers.

1.5 Research Methodology

Both primary and secondary data are used for the study.

1.5.1 AREA OF STUDY

The area of study is confined to Kunnamangalam Grama panchayath

1.5.2 SAMPLE SIZE

The sample size is taken 60.

1.5.3 METHOD OF SAMPLING

Convenient sampling is used for the study for the required data
analysis.

4
1.5.4 SOURCE OF DATA

PRIMARY DATA

Primary data which is collected by using questionnaire help me for my study.

SECONDARY DATA

Secondary data which is collected from News papers, Journals, Internet etc...

1.5.5 TOOL OF DATA COLLECTION

Structured questionnaire and schedule is used for data collection

1.5.6 TOOL OF ANALYSIS

Percentage method is used in this study to interpret the information’s

collected through questionnaire

1.6 Limitations of the study

 Information collected from the respondents is considered for the

analysis. The respondents may be biased to their favorite website.

 Since the present study is limited to the customer of kunnamangalam

gramapanchayath. The findings as may not be extrapolated to the district
/state level

 The study’s based upon the prevailing consumer behavior. The

consumer behaviour may be modified according to time, fashion,
technology, development, etc.

5
 CHAPTER 2
REVIEW OF LITERATURE

6
Lee and Lithrell (2005) aimed to investigate consumers shopping values and
website believes that influence their intention to shop for cultural products. The
use the theory of reasoned action (TRA) as a framework to explain the structural
interrelationships among interest shopping values, believes, a about the websites,
shopping attitude, shopping intention. A total of 203 persons responded to an
invitation to participate in a web survey for the purpose of data 2.1 analysis. They
found that the consumer believes the website, especially with regards to
merchandising, both directly and indirectly influenced the intention to shop for
cultural products in future. This finding confirms TRA such as belief structure as
determine of attitudes and attitude as for cultural products on the internet have
both these values must be addressed by internet retailers. Regular change in
product and presentation are vital for maintaining repeat patronage.

Devaraj et al (2006) critically analysed an empirical study in USA regarding

examination of online channel preference. He examined the behavioral and
economic features that add to online consumer’s satisfaction and further head to
their preference of online channel. The results indicate that assets Specificity and
uncertainty structure variables the electronic marketplace are related with the
conduct constructs, such as personalization, website design, time responsiveness,
security, and reliability are also significantly linked to the consumer satisfaction
outcome with the channel. Website design has no
significant effect to online consumer’s satisfaction. Finally, it was indicated that
satisfaction resulting from the above conduct variables was strongly related to the
consumer’s preference on online channels.

Scarborough and Lindquist (2006) studied an empirical study on E-shopping

in a multiple channel environment in which a segmentation schema is suggested
based on patterns of purchasing and e- browsing including browsing on the
internet with planned purchasing in an offline channel. They examine self-report
of browsing and purchasing using five specifics non store channels like internet,
television, infomercial, advertising that accompanies regular television
7
programming, television shopping channels, and print catalogues. The finding of
this study shows that the buyer who browse or purchase online, different in their
use of multichannel options related to their perception of ease. Some buyers want
to purchase in store setting and do not want multiple forms of non-store
shopping.

Jayawardhena and Wright (2009) focused the antecedent of online shopper’s

excitement, its consequences for behavioral intentions as expressed by intent to
return, and positive word of mouth communication. A conceptual model is
developed based on the literature; instrument item scales to measures all
constructs in the model were as informed by the literature and adapted from prior
studies.
They found that the convenience, involvement, attribute of the web site and
merchandising all
collectively influence shopper’s excitement. E-shopper excitement leads to
positive word-of-mouth (WOM) and increases the intent to return. The
limitation of this study was that there is no differentiation is made between
the types of goods that e-commerce purchased.

Tabatabaei (2009) has explored the opinion of the consumer who are
purchasing online and the consumer who are purchasing from offline market.
The objective is to know why the traditional customer chooses to shop online
and what are the factor influences then to purchase online and what are the factor
for them to not use the

sites for shopping. He has done a survey of 264 respondents in a small mall and
then those data were analyzed by him. All the customer of this study is literate
and has knowledge on computer and internet. The survey consists some of the
question like demographic profile, computer knowledge and the knowledge over
the internet. The outcome of the study was that the consumers of online shopping
use to shop online more than one time in a month and the consumer of offline
8
shopping shop one to five times in a year from shopping sites. students enrolled
in undergraduate marketing class to select the product for testing, 56 products
were developed based on the popularity of online shopping. The result shows
that the consumer perceives shopping offline as inconvenient, online shopping
intention was expected to be greater for search products than experience product.

Soopramanien and Robertson (2007) conducted a study in UK on acceptance

and practice of online shopping. Their exploration shows that the online
consumers choose different course of action based on the apparent beliefs. They
found that, how socio demographic variables, attitude and beliefs towards
internet shopping effect on the both decisions to practice and use of online
shopping channels. They categorized online buying behaviour as the one who
purchase from online sites and the one who only browse online sites and
purchase from the store, and third those who do not buy online. The study does
not cover the buyers who choose products in stores and buy online.

Jimenez and Martin (2009) examined on the comparison of the difference

that exist between the adoption of ecommerce by potential purchase and the
acceptance of the channels by experienced e- customer. Therefore, this paper
seeks to test the influence of online shopping 22 experiences on electronic
purchase intention. They use the conceptual model, an extended technology,
acceptance model (TAM), is tested using structural equation modelling
technique. They found that the influence of self-efficacy and usefulness
increases as the consumer gains online shopping experience. The motivations
that lead a potential e-customer to make a purchase are not the same as those
that influence an experienced customer. This paper demonstrated the evolution
of customer behaviour and the need to differentiate the perception of
consumers depending on their level of experience.

Chaing and Dholakia (2014) carried out a study in which they examined the
purpose the customer to purchase goods online during their shopping. Mainly
there are three variables in their study those affects the consumer to purchase

9
online or to go offline. Those are the accessibility features of the shopping sites,
the type of the products and their characteristic, and the actual price of the
product. The study revealed that the accessibility and the convenience of the
shopping sites create the intention in the customer to purchase or not. When
there is difficulty faced by a consumer to purchase online then the customer
switch to the offline shopping for the purchase behaviour and the consumer face
difficulty in offline purchasing then they go to the online purchasing. After
relating both the medium of shopping the consumer said that the online shopping
is more convenient for them and gives more satisfaction which inspires the
consumer to purchase online in the internet.

Selvakumar (2014) concentrated on consumer’s perception of the product sold

online and the issues considered important to online shopping. This study was
conducted among the online shoppers at Coimbatore which is in Tamil Nadu
state. It is to analyse the impact of consumer opinion and the attitude.
Questionnaire was made to collect the data from the population; these
questionnaires were given to college going students. The total sample size is 150
respondents. The finding of this study shows that improvement and accessibility
influence the customer’s intention to shop online.

Iyer and Eastmen (2014) found that the population of senior who are more
literate, more knowledgeable and who are more aware of the technology and
those who have a positive behaviour towards online shopping and internet are
more into online shopping. But the population of senior who are less aware of the
internet and the shopping sites are less involved in the shopping sites because
they do not have a positive attitude towards online shopping rather they are much
more interested in offline shopping and the seniors who are more involved in the
internet uses more online sites for purchasing the goods over the internet. The
senior which have more knowledge about the internet and the shopping sites they
compare both the shopping i.e. online and offline shopping for their purchasing
of goods. However, their knowledge and the use of internet by them has no
connection with their age and their satisfaction level while purchasing online.
10
 CHAPTER 3
THEORITICAL FRAMEWORK

11
E-COMMERCE

History of E-commerce dates back to the invention of the very old notion of
“sell and buy’’, electricity, cables computers, modems, and the internet. E-
commerce became possible in 1991 when the internet was opened to
commercial use. Since that date thousands of business have taken up residence
at web sites.

At first, the term e-commerce meant the process of execution of commercial

transactions electronically with the help of the leading technologies such as
electronic Data interchange (EDI) and electronic funds transfer (EFT) which
gave an opportunity for users to exchange business information and do
electronic transactions. The ability to use these technologies appeared in the
late 1970s and allowed business companies and organization to send
commercial documentation electronically.

Although the internet began to advance in popularity among the general

public in 1994, it looks approximately 4 years to develop the security
protocols and DSL which allowed rapid access and a persistent connection to
the internet. In 2000 a great number of business companies in the central
states and western Europe represented their services in the world wide web.
At this time the meaning of the word ecommerce was changed. People began
to define the term ecommerce as the process of purchasing of available goods
and services over the internet using secure connections and electronic payment
services. Although the dot-com collapse in 2000 led to unfortunate result and
many of e-commerce companies disappeared,
the “brick and mortar’’ retailers recognized the advantages of electronic
commerce and began to add such capabilities to their websites. By the end of
2001, the largest form of commerce, Business –to business (B2B) model had
around $ 700 billion in transactions.

12
E-commerce has a great deal of advantages over ‘brick and mortar’ stores and
main orders catalogs. Consumer can easily search though a march data base of
products & services. They can see actual prices, build an order over several
days and e-mail it as a “Wish list’’ hoping that someone will pay for their
selected goods. Customers can compare prices with a click of the mouse can
buy the selected product at best prices.

History of E-commerce is a history of a new, vertical world. Which is

involving according to the customer advantage. It is a world which we are all
building together brick by brick laying a secure foundation for the future
generations.

CONSUMER BUYING BEHAVIOUR

Consumer buying behaviour is the sum total of a consumer’s attitudes

preferences, intentions, and decisions regarding the consumer’s behaviour in
market place when purchasing a product or service. It is the study of how
individual customers, groups or organizations select, buy, use, and dispose
ideas, goods and services to satisfy their wants.
The analysis of consumer behaviour is a key aspect for the success of an e-
business. However, the behaviour of consumers in the Internet market changes
as they acquire e-purchasing experience. The perceptions which induce them to
make an initial e-purchase may have different effects on their subsequent
decisions or repurchasing behavior because the use of the information
technology (IT) may modify certain perceptions and attitudes (Thompson et al.,
1994; Taylor and Todd, 1995; Gefen et al., 2003). Despite these differences,
very little research carried out in the e-commerce field has conducted a separate
analysis of the perceptions
related to the adoption and to the “post-adoption” decisions (Karahanna et al.,
1999; Vijayasarathy, 2004). Moreover, hardly any researchers have analysed the
behaviour of e- customers as they gain experience (as Taylor and Todd, 1995;
13
Vijayasarathy, 2004 state). Most studies have considered that the low level of
development of this new channel meant that the differences between the two
decisions were not yet significant, and their principal objective was, therefore, to
determine the perceptions which led consumers to adopt the Internet as an
alternative shopping channel to the offline market (Chen et al., 2002; Verhagen et
al., 2006).
Nevertheless, the growth of e-commerce has made it clear that customer
behavior has evolved. As in other types of purchase situations (Sheth, 1968;
Heilman et al., 2000), customer behavior does not necessarily remain stable
over time since the experience acquired from past purchases means that
perceptions change (Taylor and Todd, 1995; Yu et al., 2005). When customers
repeat their behavior several times, they feel more and more in control and form
favorable intentions about purchasing (Liao et al., 2006). Likewise, e-purchases
allow the customers to become more familiar with the Internet as a shopping
channel, to value some aspects of the shopping process more highly and to
ignore certain characteristics that may have been important in the early stages

14
ONLINE SHOPPING

Online Shopping is a current phenomenon which has developed a great

importance in the modern business environment. The evolution of online
shopping has opened the door of opportunity to exploit and provide a
competitive advantage over firms. Online shopping, also called electronic
shopping or e-shopping, is shopping that involves the use of a computer,
modem, browser, and the Internet to locate, examine, select, and pay for
products. Many businesses encourage consumers to shop online because it saves
employee time, thus reducing staffing needs and saving money for the company.
online shopping has become the norm and consumers are adopting it as it has
many advantages. On consumers’ perspective, online shopping provides low and
transparent prices, comprehensive assortment of goods and services and a much
more convenient shopping alternative that has eliminated such traditional
shopping inconveniences of squeezing through crowds, stuck in long queue at
cashier counter, battling for parking spaces at a busy mall. On the other hand,
retailers see it as a huge business opportunity to grab.

MOTIVATION TO THE ONLINE SHOPPING

The main motives to the online shopping are lower costs, comfort of shopping,
saving time and buying of non-traditional and exclusive goods. The another
motives can be the increasing trends of online shopping in general or changing life
styles on consumers. The question is if these motives are dependent on social
status and role, age, education or income of online shoppers. Older generation find
and try the product on traditional market, after that they do online shopping.
Younger generation make the all buying decisions making process online.

15
FLIPKART

It is an online industry. One of the leading e-commerce players in the country. Flip kart
was founded in October 2007 by Sachin Bansal and Binny Bansal , who were both
alumni of the Indian Institute of Technology Delhi and formerly worked for
Amazon. The company initially focused on online book sales with country-wide
shipping. Following its launch, Flip kart slowly grew in prominence; by 2008, it was
receiving 100 orders per day. In 2010, Flip kart acquired the Bangalore-based social
book discovery service. They are present across various categories including movies,
music, games, mobiles, cameras, computers, healthcare and personal products, home
appliance and electronics- and still counting. Their success is largely due to their
obsession with providing customers a memorable online shopping experience.

16
MYNTRA

Myntra is a one stop shop for all your fashion and lifestyle needs. Being India's
largest e- commerce store for fashion and lifestyle products, Myntra aims at
providing a hassle free and
enjoyable shopping experience to shoppers across the country with the widest
range of brands and products on its portal. The brand is making a conscious effort
to bring the power of fashion to shoppers with an array of the latest and trendiest
products available in the country Myntra's value proposition revolves around
giving consumers the power and ease of purchasing fashion and lifestyle products
online. Offerings such as the largest in-season product catalogue, 100% authentic
products, cash on delivery and 30 day return policy make Myntra, the preferred
shopping destination in the country. Prominent brands include Adidas, Nike,
Puma, Catwalk, Inc 5, United Colors of Benetton, FCUK, Timberland, Avirate,
FabIndia and Biba to name a few.

17
AMAZON

Amazon.com, Inc., 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,
audio book downloads/streaming, software, video games, electronics, apparel,
furniture, food, toys, and jewellery. 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 basic. Amazon
also offers international shipping of some of its products to certain other
countries.

18
SNAPDEAL

Snap deal is an Indian e-commerce company based in New Delhi, India. The
company was started by Kunal Bahl and Rohit Bansal in February 2010. As of
2014 Snap deal 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, Intel Capital, Ontario Teachers' Pension Plan,
Singapore-based investment entity Brother Fortune Apparel and Ratan Tata.

Snapdeal acquired Free Charge for $400 million

19
 ADVANTAGES OF ONLINE SHOPPING

CONVENIENCE

One of the most obvious benefits of online shopping which cannot be overlooked is
convenience. One of the most enjoyable conveniences of online shopping which is
enjoyed by many is the ability to shop for products or services at a time which is
Convenient for the consumer. It has the ability to order products from around the
world. Shoppers are no longer limited to products offered by local retailers because
the vast majority of online retailers offer shipping to many different locations. This
can make it easy for online shoppers to acquire hard to find items or items which are
a regional specialty of a particular area. Comparison Shopping when Online
Shopping There are several websites and online retailers which make comparison
shopping even easier. These websites may even provide charts which compare
features for similar products to enable the online shopper to make an accurate
comparison of two or more items before making a purchase. It gives the consumer
the ability to compare items which may not be available in his location. This is
important because some items may only be available in certain parts of the country.
This can make comparing items difficult for traditional shoppers. However, online
shoppers are easily able to make these comparisons and learn more about similar
products which helps them to make the best possible decision.

USING EXPRESS SHIPPING OPTIONS WHEN SHOPPING ONLINE

One of the distinct advantages of online shopping is the shipping methods which
are available. These options are especially beneficial to online shoppers who are
guilty of often waiting until the last minute to purchase items as gifts or items that
are necessary for other reasons. For these online shoppers express shipping is one
20
of the most beneficial features. Although the shopper will pay significantly more for
express shipping options the shopper will have the advantage of being able to
purchase an item the day before it is necessary and have the item delivered directly
to the necessary party. Other beneficial shipping options often include the inclusion
of gift receipts as well as gift wrapping options.

BETTER PRICES

Cheap deals and better price are available online, because products come to you
direct from the manufacturer or seller without middleman being involved. Many
online shops offer discount coupons and rebates as well. Apart from this, online
shops are only required to collect a sales tax if they have a physical location in our
state, even if we buy firm a store across the world.

MORE VARIETY

The choices online are amazing. One can get several brands and products from
different sellers all in one place. You can get in on the latest international trends
without spending money on airfare. You can shop from retailers in other parts of the
country, or even the world, all without being limited by geography. Some online
shops even provisions in place to accept orders for items out of stock and ship it
when the stock becomes available. You also have option of taking your business to
another online store where the product is available.
FEWER EXPENSES

Many times, when we opt for conventional shopping, we tend to spend a lot more
than planned. There are other outside expenses on things like eating out,
transportation, and let’s not forget impulse buys.

AVAILABILITY OF ONLINE SHOP

21
The mall is open on 365 x 24 x 7. So, time does not act as a barrier, wherever the
vendor and buyers are. The choices online are amazing. One can get several brands
and products from different sellers all in one place. You can get in on the latest
international trends without spending money on airfare. You can shop from
retailers in other parts of the country, or even the world, all without being limited by
geography.

ONLINE SHOPPING SAVES MONEY

To attract customers to shop online, e-trailers and marketers offer discounts to the
customers.
Due to elimination of maintenance, real-estate
cost, the retailers are able to sell the products with attractive discounts through online.
Sometimes, large online shopping sites offer store comparison.
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.

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 travelling. The customers can also look for the products
that are required by them by entering the key words or using search engines.

22
 DISADVANTAGES

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. There is always a time delay in receiving your purchase while you wait for it
to be delivered. Buy it in a bricks and mortar store and you can take it home with you
straight way. 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. . You
can't try out the product in advance, when you buy online. Neither can you touch a
product, or see it close up with your own eyes. This can be a considerable
disadvantage when it comes to certain types of products, for example: clothing.

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, There may be potential problems with the seller when you buy
online. They can describe a product wrongly, or in a way that is misleading, as they
have almost total control over how a product is portrayed. They may also be more
difficult to communicate with than your local store.

23
LACK OF SHOPPING EXPERIENCE

The traditional shopping exercise provides lot of fun in the form of show- room
atmosphere, smart sales attendants, scent and sounds that cannot be experienced
through a website.
Indians generally enjoy shopping. Consumers look forward to it as an opportunity to
go out and shop. There is very little scope for building any sort of rapport with the
seller when you go to buy a product online. This makes the process very impersonal.
There is no shop owner or employee to give you specialist advice, help, or tips.

LACK OF CLOSE EXAMINATION IN ONLINE SHOPPING

A customer has to buy a product without seeing actually how it looks like. Customers
may click and buy some product that is not really required by them. The electronic
images of a product are sometimes misleading. The colour, appearance in real may
not match with the electronic images. People like to visit physical stores and prefer to
have close examination of good, though it consumes time. The electronic images vary
from physical appearance when people buy goods based on electronic images.

LACK OF SIGNIFICANT DISCOUNTS IN ONLINE SHOPS

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

24
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- tailors are unreliable. Fraud and identity
theft are a constant threat when buying over the internet. There are also major issues
concerning the privacy of the data that is supplied to retailers by buyers.

There are all sorts of potential psychological and emotional problems associated
with the ease with which people can buy online. Impulsive buying, addiction,
overspending, and debt- related issues can all be exacerbated. Also, it is easier for
people to buy products when intoxicated, or for children to purchase unwanted items
using their parent's credit cards and online accounts without permission.

25
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

26
INTRODUCTION

Data analysis and interpretation is an essential process in any project that

involves collecting and processing data. It involves using various techniques to
analyze the data, identify patterns and trends, and draw conclusions and insights
from the findings. The goal of data analysis and interpretation is to make sense
of the data collected and use it to make informed decisions and
recommendations. It is a crucial step in the project lifecycle that helps project
teams to evaluate the effectiveness of their interventions, identify areas for
improvement, and make data-driven decisions. In this context, data analysis and
interpretation involve applying statistical methods, data visualization techniques,
and other analytical tools to extract meaningful insights from the data. The
insights gained from data analysis and interpretation can provide valuable
information for making informed decisions, solving problems, and optimizing
processes. It is an essential tool for any project that seeks to leverage data to
drive better outcomes.

27
 Table 4.1 Gender of respondents

Gender No. of Percentage

Respondents
Male 38 63.33%
Female 22 36.67%
Total 60 100%
(Primary data)

Chart 4.1 Gender of respondents

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Male Female

INTERPRETATION:

Most of the respondents are Male 63.33% and 36.67% are Females.

28
 Table 4.2 Age of the Respondents

Age No. Of Percentage

respondents
Below 20 Years 2 3.33%
20 – 30 Years 34 56.67%
30 – 40 Years 12 20%
40 – 50 Years 8 13.33%
50 and Above 4 6.67%
Total 60 100%
(Primary data)

Chart 4.2 Age of the Respondents

50 and Above Below 20 Years

7% 3%

40 – 50
Years
13%

30 – 40 Years
20% 20 – 30 Years
57%

INTERPRETATION:

The table shows that 56.67% of respondents are 20-30 age category. 20% of
respondents 30-40 age category.

29
 Table 4.3 Govt Employee or non Govt Employee

Employee No. of Percentage

Respondents
Govt Employee 26 43.33%
Non Govt 34 56.37%
Employee
Total 60 100%
(Primary Data)

Chart 4.3 Govt Employee or non Govt Employee

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Govt Employee Non Gov Employee

INTERPRETATION:

From the above table shows that 56.67% of respondents are non govt employees.
43.33% of respondents are govt employees.

30
 Table 4.4 Time Period on Using Internet

Time Period No. Of Percentage

respondents
Less than 3 7 11.67%
years
3 – 6 Years 21 35%
6 – 9 Years 28 46.66%
9 and above 4 6.67%
Total 60 100%
(Primary data)

Chart 4.4 Time Period on Using Internet

9 and above
7%
Less
than 3
years
12%

6 – 9 Years 3 – 6 Years
46% 35%

INTERPRETATION:

The table shows that 46.66% are using internet for 3 – 9 Years. 35% are using
internet for 3 – 6 and 11.67% of respondents are using internet for less than 3
years.

31
 TABLE 4.5 Activities Used in Internet

Category No. of Percentage

Respondent
Social Media 23 38.33%
Blog 4 6.67%
Entertainment 6 10%
Shopping 20 33.33%
Others 7 11.67%
Total 60 100%
(Primary Data)

Chart 4.5 Activities Used in Internet

Others
12%

Social Media
38%
Shopping
33%

Blog
Entertainment
7%
10%

INTERPRETATION:

The table Shows that 38.33% of respondents are use Internet for Social media
and 33.33% are use in Shopping. 11.67% are used in other activity. 10% are using
Entertainment activity. 6.67% are using to read blogs.

32
 TABLE 4.6 Online Purchase

Type NO. Of Percentage

respondents
Yes 60 100%
No 0 0%
Total 60 100%
(Primary data)

Chart 4.6 Online Purchase

100%
100%

80%

60%

40%

20%

0% 0%

Yes
No

INTERPRETATION:

From this analyze 100% respondent are done online purchases.

33
 Table 4 .7 Motive to Purchase online

Buying No. of Percentage

Motivation Respondents
Deduction in 21 35%
Price
Variety of 18 30%
Product
Quality of 7 11.67%
Product
Convenience 12 20%
Customers 2 3.33%
Feedback
Total 60 100%
(Primary data)

Chart 4 .7 Motive to Purchase online

Customers
Feedback
Convenience 3%
20%

Deduction in
Price
35%
Quality of
Product
12%
Variety of
Product
30%

INTERPRETATION :

The table shows that 35% of respondents motive for online purchase are deduction
in price. And 30% are variety of product. 20% are convenience.

34
 Table 4.8 Nature of Product Purchase Online

Items No. of Percentage

Respondents
Cloths 11 18.33%
Electroni 24 40%
cs
Books 10 16.67%
Jewellery 2 3.33%
Tickets 7 11.67%
Others 6 10%
Total 60 100%
(Primary Data)

Chart 4.8 Nature of Product Purchase Online

40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%

INTERPRETATION:

The table shows that 40% of respondents are purchase Electronics Products. And
18.33% of respondents are Purchased Cloths. Only 3.33% of respondents are purchase
jewellery items.

35
 Table 4.9 Online Shopping Sites

Web No. of Percentage

Site Response
Flipkart 27 45%
Amazon 21 35%
Snap deal 4 6.67%
Ajio 2 3.33%
Myntra 5 8.34%
Others 1 1.66%
Total 60 100%
(Primary Data)

Chart 4.9 Online Shopping Sites

Others

Myntra

Ajio

Percentage
Snap deal

Amazon

Flipkart

0% 10% 20% 30% 40% 50%

NTERPRETATION:

45% are Flipkart is most used online website. 35% respondents are used in
Amazon. 8.34 % respondents are used Myntra. Only 6.67% are respondents used
in snap deal.

36
 Table 4.10 Mode of Payments

Modes No. of Percentage

Respondents
Credit card 1 1.67%
Debit card 11 18.33%
Cash on 32 53.33%
Delivery
Net Banking 9 15%
Others 7 11.67%
Total 60 100%
(Primary Data)

Chart 4.10 Mode of Payments

Credit card
2%

Others
12%
Debit card
Net 18%
Banking
15%

Cash on
Delivery
53%

INTERPRETATION:

The table shows that Cash on Delivery is most selected mode of payment (53.33%).
18.33% respondents are used debit card. 15% are used net banking.

37
 Table 4.11 Read Terms and Condition Before Conducting Online Shopping

Type No of Percentage
respondents
Yes 42 70%
No 18 30%
Total 60 100%
(Primary Data)

Chart 4.11 Read Terms and Condition Before Conducting Online

Shopping

Yes No

30%

70%

INTERPRETATION :

70% o f respondents are read terms and conditions. 30% respondents are not
read terms and conditions.

38
 Table 4.12 Problem Faced While Conducting Online Purchase

Particular No. of Percentage

Respondents
Always 2 3.33%
often 4 6.67%
Some 8 13.33%
Times
Rarely 34 56.67%
Never 12 20%
Total 60 100%
(Primary Data)

Chart 4.12 Problem Faced While Conducting Online Purchase

Never

Rarely

Some Times

often

Always

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

INTERPRETATION:

The table shows that 56.67% of respondents are rarely facing problem. W h i l e
c o n d u c t i n g p r o b l e m 20% respondents are never facing problem. 3.33% of
respondents are always facing problem.

39
 Table 4.13 Main problem facing Online Purchase

Category No . of Percentage
respondents
Delay in Delivery 32 53.33%
Low Quality of 10 16.66%
Product
Cheating 1 1.67%
High Price 4 6.67%
Others 13 21.67%
Total 60 100%

( Primary Data )
Chart 4.13 Main problem facing Online Purchase

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
Delay in Low Quality Cheating High Price Others
Delivery of Product

INTERPRETATION :

53.33% of respondents are facing main Problem is delay in delivery. 16.67%

respondents are facing Low Quality of Product. 6.67% of respondents are facing
High Price.

40
 Table 4.14 Satisfaction in Quality of Product

Category No.of respondents percentage

Excellent 12 20%
Good 24 40%
Fair 14 23.34%
Poor 5 8.33%
Very Poor 5 8.33%
Total 60 100%
( Primary Data )

Chart 4.14 Satisfaction in Quality of Product

Very Poor
8%
Poor Excellent
8% 20%

Fair
24%

Good
40%

INTERPRETATION:

40% of Respondents are good satisfaction in quality of product. 20% of

respondents are excellent in th quality of product. 23.34% respondents are fair
satisfied in the quality of product.

41
 Table 4.15 Often of Online Purchase

Category No of respondents Percentage

Always 4 6.67%
Often 19 31.67%
Sometimes 30 50%
Rarely 7 11.66%
Never 0 0%
Total 60 100%
(Primary Data)

Chart 4.15 Often of Online Purchase

50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Always Often Sometimes Rarely Never

INTERPRETATION:

50% o f respondents are sometimes make online purchase. 31.67% of respondents

are Often. 11.67% respondents are rarely purchase through online.

42
 Table 4.16 Agreement towards Statement

Particular Strongly Agree Neutral Disagree Strongly

Agree disagree
No % No % No % No % No. %
. . . .
Shopping on 17 28.33% 24 40% 12 20 % 5 8.33% 2 3.34%
Internet saves
time
It is a great 18 30% 23 38.34% 10 16.66 % 6 10% 3 5%
advantage to shop
at any time
Selection of goods, 12 20% 20 33.33% 14 23.33% 9 15% 5 8.34%
Available on sites
Is broad
The description of 10 16.67% 20 33.33% 18 30% 8 13.33% 4 6.67%
products shown on
the site is very
accurate
(Primary Data)
Chart 4.16 Agreement towards Statement

The description of products

Strongly Desagree shown on the site is very
accurate
Disagree
Selection of goods, available
Neutral onsite is broad
Agree
It is a great advantage to shop
Srongly Agree at any time
0.00% 10.00% 20.00% 30.00% 40.00%

INTERPRETATION :

Out of 60 respondents, 40% of respondents are agree with the statement Shopping on Internet
saves time and 28.33% are strongly agree.
Out of 60 respondents, 38.34% of respondents are agree with the statement It is a great
advantage to shop at any time and 30% are strongly agree.
Out of 60 respondents, 33.33% of respondents are agree with the statement Selection of
goods, Available on sites is broad.
Out of 60 respondents, 33.33% of respondents are agree with the statement The
description of products shown on the site is veryaccurate.

43
 Table 4.17 Time Consuming of Delivery

Particular No. Of Percentage

Responds
Very High 12 20%
High 5 8.33%
Average 14 23.34%
Low 26 43.33%
Very Low 3 5%
Total 60 100%

Chart 4.17 Time Consuming of Delivery

Percentage
Very Low
Never 5%
Very High
20%

High
Low 8%
44%

Average
23%

INTERPRETATION :

43.33% of Respondents are Considering online purchase are time consuming.

23.34% of respondents are average time Consuming. 20% are very high time
consuming.

44
 Table 4.18 Expensive in Online Purchase

Particular No. of respondents Percentage

Very High 3 5%
High 18 30%
Average 24 40%
Low 10 16.67%
Very low 5 8.33%
Total 60 100%
(Primary Data)

Chart 4. 18 Expensive in Online Purchase

40%

35%

30%

25%

20%

15%

10%

5%

0%
Very High High Average Low Very low

INTERPRETATION :

From the above table 40% of respondents are suggested that online purchases are
average expensive. 30% of respondents are high expensive and 16.67% of respondents
are Low expensive.

45
 . Table 4.19 Satisfaction of Online purchase

Particular No. of respondents Percentage

Very satisfied 10 16.67%
Satisfied 26 43.33%
Neutral 17 28.33%
Not satisfied 7 11.67%
Very dissatisfied 0 0%
Total 60 100%
(Primary Data)

Chart 4. 19 Satisfaction of Online purchase

45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Very Satisfied Neutral Not Very
satisfied satisfied dissatisfied

INTERPRETATION :

43.33% of respondents are satisfied in online purchase and 16.67% of respondents

are very satisfied 28.33% respondents are neutral satisfied in online purchase.

46
 Table 4.20 Attractive in online purchase

Particular No. of respondents Percentage

Free Shipping 12 20.00%
Cash back 18 30.00%
Discount 24 40.00%
Coupons 6 10.00%
Total 60 100%
(Primary Data)

Chart 4. 20 Satisfaction of Online purchase

Coupons
Free Shipping
10%
20%

Discount
40% Cash back
30%

INTERPRETATION :

40% respondents are most attractive in discount. 30% respondents are attractive in
cash back. 20% respondents are attractive free shipping. 10% respondents are
attractive in coupons.

47
 Table 4.21 Online shopping and manual shopping

Particular No. of respondents Percentage

Online shopping 36 60.00%
Manual Shopping 24 40.00%
Total 60 100%
(Primary Data)

Chart 4. 21 Online shopping and manual shopping

Percentage
Online shopping Manual Shopping

40%

60%

INTERPRETATION :

60% of respondents are most like in manual shopping. 40% of respondents are like
in online shopping.

48
 Table 4.22 Recommended other to use online Shopping

Type No. of respondents Percentage

Yes 47 78.33%
No 13 21.67%
Total 60 100%
(Primary Data)

Chart 4.22 Recommended other to use online

shopping

Yes No

22%

78%

INTERPRETATION :

78.33% o f respondents are recommended to use online shopping. 21.67% of

respondents are not recommended to use online Shopping.

49
 CHAPTER 5
FINDINGS, SUGGESTIONS AND CONCLUSION

50
Findings

 The majority of respondent were males 63.33% while the other respondents were
females 36.67%
 The majority of respondents (56.67%) were between age 20-30. The minority of
age below 20 is 33.33%.
 It revealed the majority of people use the internet in the time period of 6-9 is
46.66%.
 It found that Non-government employees are more respondents is 56.67%.
 Social media is the major use of internet that is 38.33%
 All respondents are done online shopping is 100%.
 The majority of respondents replied that deduction of price is their motive to
purchase online .
 Respondents are purchase through online mainly electronic items.
 FLIPKART is the most popular website 45% and Amazon also popular website
35%.
 Cash on delivery is the mostly used payment method by the respondents is
53.33%.
 70% respondents are read terms and conditions and 30% respondents are not read
terms and conditions.
 The respondents are rarely problem faced while conducting online shopping.
56.67% are rarely facing problems.
 Delay in delivery is the major problem in online shopping.
 40% respondents are good Satisfied in the quality of the product.
 50% respondents are sometimes often of online purchase.

 The majority of respondent (40%) agrees that online shopping save time .

51
 The majority of respondents (38.34%) agrees that shop at any time.
The majority of respondents (33.33%) agrees that selection of goods available
on sites broad.
The major respondents (33.33%) agrees the description of products shown on
the site is very accurate.
 43.33% of respondents are replied online shopping is low time consuming
 40% of respondents are replied online purchase is Average Expensive.
 The majority of respondents are satisfied in online purchase 43.33%.
 The majority of respondents are Discount is most attractive in online
shopping that is 40%.
 The majority of respondents (60%) are replied online shopping is better and
40% of respondents replied manual shopping is better.
 78.33% respondents are recommended other to use online shopping.

52
 SUGGESTIONS

 It was found in the survey that people are not well aware of the online
support system. So far, the awareness of customers companies should
create media because it is more users friendly. Also asking for feedback
will help them understand the areas in which they should improve.
 The e-commerce websites should give attention to the description of
products that shown on this website. They should describe the product
more clearly and give an accurate image of the product.
 The customers should post their reviews very often because, most of the
users collects information about a product from the reviews of such
products available in the website.
 The e-commerce companies should maintain the deduction in price
provided by them, as it is the major attraction of users in online shopping.
 To provide consumers comfortable by considering their suggestions.

53
 CONCLUSION

Due to fast moving lifestyle, online shopping has been growing drastically in
India. With developed internet penetration, increasing adoption of devices like
smart phones, tablets, and laptops, and access to the Internet and the shift in
buying behaviour among the consumers has contributed to the rapid growth of
the online consumer base. The increase of online shopping has become a trendy
way for consumers to shop over internet. Increasing awareness towards use of
internet, rise in standard of living, occupation, influence of friends and attractive
offers had affected purchase decision making.

This study mainly focuses on the factors that affect the buying behaviour of e-
commerce consumers. The young generation are more online purchasing from
online sites. Because of the technology among the young population and they
are able to use this technology for this well being more than age groups.
Amazon and Flipkart are the shopping sites which are more preferably used by
the population. Review of products are the source from which most of them
collects information about a product and deductions in price of product is the
predominant motive to use online sites for shopping. Cash on delivery is the
mostly used payment method due to worry of security issues. So that, the e-
commerce companies have to grow up to the security
expectations of customers and to ensure a secured payment and access.
Overall, the factors influenced positively or negatively from e-commerce, in
buying behaviour of consumers indicates the attitude among consumers
towards e-commerce.

54
BIBLIOGRAPHY

55
BOOKS
1. John vallies (2010), Different type of online business
2. Murphy (1999) “e- commerce” jayco books
3. Anthony D. M iyazaki (2001) “consumer perceptions of privacy and
security risk
for online shopping” journal of consumer affairs
4. Brown keith (2000), “interactive market place”, newyork :Mcgrawhil

JOURNAL

1. India Today, Rajiv Sukla, Online war 2011

2. The Week, Misra arun, e-tailing, 2006 NEWSPAPER
3. www.wikipedia.com
4. www.onlinebusiness.com
5. www.google.com

56
 APPENDIX

QUESTIONNAIRE

Dear Respondents, I am MUHAMMED FAHAD A, doing a survey on

“A STUDY ON INFLUENCE OF E-COMMERCE IN BUYING BEHAVIOUR

57
OF CONSUMERS WITH SPECIAL PREFERENCE TO KUNNAMANGALAM
GRAMA PANCHAYATH”. I request you to cooperate in my research survey by kindly filling
upthe following questionnaire.

Name :
Age :
Gender
Male Female

1. Age

Below 20 20-30 30-40 40-50

50&above

2. Are you government employee or Non-government employee?

Government employee Non-government

3. How long you have been using internet?

Less than 3 year 3-6 6-9 9 and above

4. What Activity you more use in internet?

Social media Blog Entertainment

Shopping Other

5. Have you done online purchase?

Yes No

6. What are the main motive of online purchase?

Deduction in price Variety of product Quality of product

58
 Convenience Customer’s feedback

7. What would your favourite purchase through online?

Clothes Electronic Books

Jewellery ` Tickets Other

8. Which is your favourite site for online purchase?

Flipkart Snap deal Amazon

Ajio Myntra Other

9. Which is your payment method?

Credit card Debit card Cash on delivery

Net banking Other

10. Will you read terms and conditions before transaction?

Yes No

11. Have you face any problem while conducting online purchase?

Always Often Sometimes Rarely Never

12. What are the main problem facing you?

Delay in Delivery Low quality of product Cheating

High price Other

13. Are you satisfied in the quality of the product?

Excellent Good Fair Poor Very poor

59
14. How often you purchase online?

Always Often Sometimes Rarely Never

15. Agreement towards statement

Strongly Strongly
Particulars Agree Agree Neutral Disagree disagree

Shopping on
internet saves
time

it is a great
advantage to
shop at any
time
Selection of
goods,
Available on
sites is broad
The
description of
products
shown on the
sites is very
accurate

60
16. In online shopping delivery of goods is more time consuming?

Very High High Average Very low Low

17. Do you think online purchase is expensive?

Very High High Average Low

Very low

18. How much satisfied are you in online purchase?

Very satisfied Satisfied Neutral Not satisfied

Very dissatisfied

19. Which of the following is most attractive for you?

Free shipping Cash backs Discount Coupons

20. Which one is better for shopping as per your view?

Online shopping Manual shopping

21. Will you recommend other to use online shopping?

Yes No

61