IMPACT OF ONLINE ADVERTISEMENT ON BUYING BEHAVIOUR

AMONG THE COLLEGE STUDENT

A PROJECT SUBMITTED TO SAMBALPUR UNIVERSITY IN PARTIAL

FULFILLMENT FOR THE AWARD OF BACHELOR DEGREE IN
COMMERCE

Submitted by:

NAME: ANURAG KREKETTA

ROLL NO: S05821COM013
Supervised by:

NAME: Mr. PRAWIN BARA

Faculty in commerce
Dept. Of commerce
SHRAMA SHAKTI COLLEGE

DEPARTMENT OF COMMERCE
SHRAMA SHAKTI COLLEGE
BIRMITRAPUR

1
 ACKNOWLADGEMENT
My heartfelt thanks are to my esteemed guided Mr.PRAWIN
BARA Faculty in Commerce, SS College, Birmitrapur, Odisha for having
guided me whole heartedly in preparing this project entitled IMPACT
OF ONLINE ADVERTISEMENT ON BUYING BEHAVIOUR AMONG THE
COLLEGE STUDENT.
I also acknowledge the continuous encouragement by my friends,
non - teaching persons involved and finally in my endeavour.
My deep sense of gratitude is for those who helped me effortlessly
in preparing this project.

NAME: ANURAG KREKETTA

ROLL NO: S05821COM013

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 Mr. PRAWIN BARA
Lecturer in commerce
Department Of commerce
S.S College Birmitrapur

CERTIFICATE OF THE GUIDE

This is to certify that Anurag Kerketta, bearing Roll No.

S05821COM013, +3 3rd year, commerce, Shrama Shakti college,
Birmitrapur, Odisha has submitted the project entitle IMPACT OF ONLINE
ADVERTISEMENT ON BUYING BEHAVIOUR AMONG THE COLLEGE STUDENT

This project is based on the original work done by the

candidate under my guidance and fulfils the requirement of the
project work which is necessary for the partial fulfilment of
B.COM degree.
It is to the best of my knowledge and belief that the work has
not been submitted elsewhere for the award of any Degree.

Project guide
Mr. PRAWIN BARA
Faculty in commerce
S.S COLLEGE, BIRMITRAPUR, Odisha

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 DECLARATION

I Anurag Kerketta hereby declare that this project entitled

IMPACT OF ONLINE ADVERTISEMENT ON BUYING BEHAVIOUR
AMONG THE COLLEGE STUDENT, Submitted to Shrama Shakti College,
Birmitrapur, Odisha has been prepared by me under the valuable
guidance Of Mr. PRAWIN BARA, Lecture in commerce, Shrama Shaktl
College, Birmitrapur, towards the fulfilment of awards of bachelor of
commerce as required in the curriculum for UG CBSE VI semester 2023-
20224

I also declare this project has not been submitted to any other
university for the award of any degree.

Date: NAME: ANURAG KREKETTA

Place: Birmitrapur ROLL NO: S05821COM013

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 ABSTRACT

The proliferation of online advertising has significantly impacted consumer

behavior, and college students are a demographic particularly susceptible
to its influence. This research investigates the persuasive techniques
employed in online advertisements and their effectiveness in shaping the
purchasing decisions of college students. Drawing upon the insights
gleaned from a self- administered questionnaire distributed to a sample of
college students, the study explores the prevalence of online advertising
exposure, perceived persuasiveness of different ad formats, and factors
influencing students' susceptibility to online marketing messages. The
analysis considers the impact of social media integration, influencer
marketing, and personalized targeting on students' buying habits. The
findings aim to contribute to a comprehensive understanding of the
dynamics between online advertising and college student consumer
behavior, informing both marketing strategies and responsible consumer
education practices.

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 CONTENTS

CHAPTER TITLE
NO
I INTRODUCTION
INTRODUCTION OF THE STUDY
STATEMENT OF THE PROBLEM
OBJECTIVES
HYPOTHESIS
SCOPE OF THE STUDY
RESEARCH METHODOLOGY
LIMITATION
CHAPTER SCHEME
2 LITERATURE REVIEW
3 THEORITICAL FRAME WORK
INTRODUCTION
ONLINE ADVERTISE MENT ; AN
OVER VIEW
HISTORY
TYPE OF ADVERTISEMENT
TYPES OF ONLINE SHOPPING SITES
4 ANALYSIS AND INTERPRETION
OF DATA
5 FINDING, SUGGESTIONS,&
CONCLUSION
6 BIBLIOPGRAPHY
7 APPENDIX

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 TLIST OF TABLES

TABLE TITLE PAGE

NO NO
4.1 GENDER BASED CLASSIFICATION
4.2 CLASSIFICATION BASED ON COURSE
4.3 CLASSIFICATION BASED ON INTERNET USING
4.4 CLASSIFICATION BASED ON TIME SPEND ON
INTERNET
4.5 CLASSIFICATION BASED ON PURPOSE OF
INTERNET USING
4.6 CLASSIFICATION BASED ON SEE ONLINE
ADVERTISEMENT WHILE USING INTERNET
4.7 CLASSIFICATION BASED ON METHDE OF
ADVERTISEMENT MOST INFLUENCED
4.8 CLASSIFICATION BASED ON TYPE OF
ADVERTISEMENT INTERESTED IN
4.9 CLASSIFICATION BASED ON TYPE OF PRODUCT
INTERESTED IN
4.10 CLASSIFICATION BASED ON FACTORS
INFLUENCE ON PURCHASE DECISION
4.11 CLASSIFICATION BASED ON SITES USED
4.12 CLASSIFICATION BASED ON PREFER ONLINE
SHOPPING
4.13 CLASSIFICATION BASED ON TYPE OF
PAYMENT MODE IS USED
4.14 CLASSIFICATION BASED ON PROBLEM FACED
BY COLLEGE STUDENT WHILE USING ONLINE
SHOPPING
4.15 CLASSIFICATION BASED ON OVER ALL
SATISFACTION LEVEL OF COLLEGE STUDENTS
4.16 CLASSIFICATION BASED ON SHOPPING
EXPERIENCE

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 LIST OF FIGURES

S.L NO TITLE PAGE

NO
4.1 GENDER BASED CLASSIFICATION
4.2 CLASSIFICATION BASED ON COURSE
4.3 CLASSIFICATION BASED ON INTERNET USING
4.4 CLASSIFICATION BASED ON TIME SPEND ON
INTERNET
4.5 CLASSIFICATION BASED ON PURPOSE OF
INTERNET USING
4.6 CLASSIFICATION BASED ON SEE ONLINE
ADVERTISEMENT WHILE USING INTERNET
4.7 CLASSIFICATION BASED ON METHDE OF
ADVERTISEMENT MOST INFLUENCED
4.8 CLASSIFICATION BASED ON TYPE OF
ADVERTISEMENT INTERESTED IN
4.9 CLASSIFICATION BASED ON TYPE OF PRODUCT
INTERESTED IN
4.10 CLASSIFICATION BASED ON FACTORS
INFLUENCE ON PURCHASE DECISION
4.11 CLASSIFICATION BASED ON SITES USED
4.12 CLASSIFICATION BASED ON PREFER ONLINE
SHOPPING
4.13 CLASSIFICATION BASED ON TYPE OF PAYMENT
MODE IS USED
4.14 CLASSIFICATION BASED ON PROBLEM FACED
BY COLLEGE STUDENT WHILE USING ONLINE
SHOPPING
4.15 CLASSIFICATION BASED ON OVER ALL
SATISFACTION LEVEL OF COLLEGE STUDENTS
4.16 CLASSIFICATION BASED ON SHOPPING
EXPERIENCE

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CHAPTER-1
INTRODUCTION

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 INTRODUCTION
Internet has grown tremendously in both it’s application and numbers of users due to it’s
unique characteristics of flexibility, interactivity and personalisation .it has been a very use
full tool for communication ,entertainment ,education ,and electronic trade .the revolution
of internet change brought forth by information technology has an important on daily lives.
It has transformed the we do business by allowing retailers to offer unlimited range of
product and services to all customers from around the world at any point in time. The inter
net has emerged as an advertising medium, Many companies have turned to the internet to
advertise their products and services; and the internet is deemed to be the must significant
direct marketing channel for the global market place .companies are pouring billions of
dollars in to internet advertising to obtain greater return on investment on ads.

The internet has gives consumers more controlling in accessing

information on product and services .there are several factors that contribute to customers
pull for online content-consumers are the one who decide when ,where ,what and how
much commercial content which they wish to view .the internet enables consumer to access
an unlimited range of product and services from the companies around the world, and it has
reduced the time and effort they spend on shopping.

Consumer play a much active role in searching for information online

with some goal in mind ,and that can influence individual behaviour and respondents to
online information and advertisement. With the rapid advancement in the computer
industry ,many companies have made the internet as a part of their advertising media mix
to take advantage of the online technologies . the companies are uses the internet for
advertisement of their product. They inform the public product and it’s features through the
internet. the internet not has become a popular advertising platform because marketers
found that the internet posses greater flexibility and control over advertising material .since
the internet can be used as a efficient marketing communication tool, both scholars and
practitioners are interested in understanding how to take advantage and maximising the
value of this communication medium.

There are several online sites are available for sell the product of different
companies to the public . Amazone , snapdeal, flipart are the leading online shopping in india
.these sites are provided the offers and discounts while making purchases through the
internet .they also provided the special offers at time of the festival like onam , Diwali, new
year etc. however , over the year marketing strategies have involved with technologies
leading to the internet crating unprecedented opportunities for digital marketers to connect
with customers to create an immersive connected digital environment, influences and drive
purchases, fuel new growth and new market shares. the growth of online advertising is
both globally and locally outpacing offline advertising .while outdoor advertisement is also
experiencing growth, it is not growing as rapidly as internet advertising .the inter net also
play an vital role in changing the buying behaviour of each and every consumer.

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STATEMENT OF PROBLEM
Advertisement are expected to shift and spend millions in internet advertising in the coming
year than tv , print ads other traditional advertising media . internet advertising broadly
consist of various commercial content format delivered by the video clip ,print and audio,
either solicited or unsolicited and induces the company websites , co-operate logos , email
messages ,pop-ups, brand ads ,skyscraper ads ,buttons ,interstitials , hyperlinks, dynamic
media and interactive games.

With the rapid growth in technology ,the internet is becoming important

stop point for consumers in finding most of their need .Be it communication ,entertainment
,shopping ,information search, internet serve as a panacea for all their requirements . this is
led 70% of ever users to glue themselves to the internet and the access it on a regular basis.
The students are the main users of the internet .they spend 2-3or more hour with the
internet. in this centaury online advertisement have a significant role in the changing buying
behaviour of college student. there are several online site available for online shopping.
Amazone , snapdeal ,flipkart etc .are emerging online shopping sites in India .the online
store can give many of things like real store such as display the product ,the give special
offer and discount etc. The main attraction of online advertising is all advertisement include
special offer and discount .so it can increase customers (college students_) of online
shopping. there variety of branded products are available in these online shopping sites .it
included branded shoes ,shirt, cooling glass etc. according to changing the trends of college
students also affect their buying behaviour and it will affect their approach to the online
shopping.

But sometimes there is chance for cheating and fraud. using of fake shopping sits,
wrong delivery of product, lagging of product are the main problems are faced by the
students. in some cases they lost their money. This study focus on examining the influence
of online advertisement in buying behaviour of college students.

OBJECTIVES OF THE STUDY

 To check the awareness of college students while using the online
shopping
 To check the attitude of college student for buying the online product
 To check the problem faced by the college student while using online
shopping

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HYPOTHESIS

• HO; There is no significance difference between satisfaction level of

students among the different gender on the basis of online
advertisement.
• YHH1; There is significance difference between satisfaction level of
student among the different gender on the basis of online
advertisement.

SCOPE OF THE STUDY

This study covers a survey among a selected group of college
students.The behaviour and attitude of sample college student can be
applied to whole target college student this study is restricted to some
parts of Sundargarh district only by this study we can find out whether the
college students are aware about the online advertisement and online
shopping also find out that which are the factors are affected purchase
decision of college student on online product.

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 RESEARCH METHODOLOGY

DATA COLLECTION

For the purpose of the study data were collected mainly from primary
sources and also data. From secondary sources are used.

• PRIMARY DATA
The primary data were collected from 60 college students.

• SECONDARY DATA
The secondary data were collected from authorized books on marketing
and internet.

SAMPLE SIZE
60 samples were selected for the purpose of the study this sample
consists of sample from S.S COLLEGE.

REASERCH DESIGN
This study is both analytical and descriptive in nature. It focus on the
college students preference and attitude towards to the online
advertisement and online shopping.

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LIMITATION OF THE STUDY

 This study is conducted with in very short span of time

 Reluctance on the respondents to give correct information
 Limitation of sampling
 The study is only the project required for the fulfilment of requirements for the award
of degree of bachelor of commerce

CHAPTER SCHEME
The whole study is structured in five chapters.

CHAPTER 1

The introductory part highlights the significance ,statement of problem .it also
outline objectives, scope ,research methodology adopted ,tools of data analysis limitation of
the study.

CHAPETR 2

It include literature review

CHAPTER 3

It deals with theoretical frame work about influence of online advertisement on buying
behaviour of college students .

CHAPTER 4

It include analysis & interpretation of the study, hypothesis testing result.

CHAPTER 5

In this, summarizes the whole study, list the important findings& ends with few
suggestions.

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CHAPTER -2
REVIEW OF LITERATURE

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REVIEW OF LITERATURE

Lot of study has been conducted in the area of influence of on line

advertisement in buying. The study of Online Buying Behaviour has been one of
the major research agendas in both Marketing Sciences and Information
Systems with the rapidly growing e-business. Out of the many researches in the
aforesaid related area, some of the pertinent literature related to this study is
discussed here.

 Findings of the study carried out in US by Foucault and Scheufele (2002),

indicated that previous online purchase, positive social environment,
professor support, knowledge of online retailers, and perception that
needs will be met online are all predictors of online textbook
purchasing

 Comegys and Brennan (2003), in their study conducted in US and

Ireland showed almost all college students were found to use the
Internet. They are an integral part of “Net Generation.” Over three-
quarters of them own their own computers. Avast majority subscribe to
an online service provider. All have access to both computers and
networks at their respective institutions of higher learning. Evidence
was gathered to support the fact that college students spend, on
average, between 7 to 12 hours per week online. While online, they use
their computer capabilities for a myriad of activities including doing
research, conducting job searches, playing games, getting weather
reports, communicating e-mail, accessing banking services,
downloading music and computer software, obtaining maps and
directions, chatting, and shopping. As electronic shopping college
students progress through the five stages in the Buyer Decision Process,
it was found that their online access played a significant role.

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  According to the study in the US by Source et al. (2005), younger consumers
searched for more products online than did older consumers, but they did
not buy more online. Younger consumers were more likely to agree that
online shopping was more convenient than older consumers. Also, if they
searched for product online, older consumers were more likely to buy the
product online than younger consumers.

 In the study conducted in US by Xu and Paulins (2005), results showed that

there was a strong relationship between students’ attitude and intentions
towards shopping online for apparel products. The demographic variables
internet usage, employment status, and car access had significant influence
on students’ attitude toward online shopping for apparel products. Students
who browsed the internet on a more frequent basis had a more favourable
attitude toward shopping online for apparel products than those who
browsed the internet less frequently. Also, students past online shopping
experiences were shown to have significant influence on their attitudes
toward online shopping for apparel products.

 As per the study conducted in US by Lester et al. (2005), locating “hard

to find merchandise,” can shop online any time of the day, competitive
prices, ability to compare prices, secure site, broad assortment of
merchandise, and privacy were among the most important reasons for
purchasing merchandise on the Internet. Of least importance were avoid
salespeople, tax-free items and fun. The students most often identified
lack of security in transmitting credit card information, cannot try on
merchandise, hassle to return merchandise, cannot see the merchandise, high
cost of shipping, and slow delivery time of merchandise as the most
important disadvantages of online purchasing.

 A study from a sample of 357 US college students, by Cowart and Goldsmith

(2007), showed that quality consciousness, brand consciousness, fashion
consciousness, hedonistic shopping, impulsiveness and brand loyalty
were positively correlated with online apparel shopping. Price sensitivity
was negatively correlated with online spending.

 The results of the study by Seock and Norton (2007) conducted in US,
revealed three variables, the product information, customer service and
navigation factors, were closely related to each other and create a
well-defined dimension in representing the students perceptions of their
favorite clothing web sites. These dimensions were fairly well predicted by
the following set of independent variables: the product information,
navigation, and customer service factors of general clothing web site
attributes.

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  A study by Seock and Bailey (2008), on college students of two eastern US
universities showed that participants’ shopping orientations were
significantly related to their searches for information about and purchases of
apparel items online. Seven shopping orientation constructs were identified:
shopping enjoyment, brand/fashion consciousness, price consciousness,
shopping confidence, convenience/time consciousness, in-home shopping
tendency and brand/store loyalty.

 From the study of 238 EMBA and undergraduate students from three
different Taiwan universities by Huang (2008), it was concluded that
entertainment gratification, irritation surfing experience (mass medium),
perceived usefulness and ease of Web use (information systems) are
important predictors of e-consumers’ use intention.

 An analysis of the trends on online shopping in India by Kiran et al. (2008),

points out that there is a growing awareness of getting more information
through websites. There is an increasing trend of using Internet for booking
tickets, buying books and music but the scene has not transformed
dramatically in case of India. A slow transition is visible in the younger age
group (21-35 years) where the responsiveness and interactive web sites
provide them more opportunities for customized products. Though a
majority of Internet users look for information on various product categories
online, a relatively smaller portion of them actually buy online.

 In an exploratory study of young Chinese customers’ online shopping

behaviours and service quality perceptions carried out in China,
Mummalaneni and Meng (2009), found that young online consumers can be
segmented on the basis of their self-rated internet skills and their perception
of the challenges involved in online shopping. Among the dimensions of E-
SQUAL, statistically significant differences were found on efficiency, system
availability and fulfilment, but not on privacy.

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 Sinha (2010), in his study carried out in India implied that Socio-psychological
factors and infrastructure have been found influential factors while the
perceived risk surprisingly was not significant as a whole but at gender level
there was significant difference between the online behaviour of male and
female due to risk perception.

 Khare and Rakesh (2011), in their study conducted in India on “Antecedents

of Online Shopping Behaviour in India: An Examination,” found that
Indian students’ intention to purchase online is influenced by utilitarian
value, attitude toward online shopping, availability of information, and
hedonic values.

 Satisfaction, trust and commitment were found to have significant impact on

student loyalty toward online shopping, in the study carried out in Indonesia
by Pratminingsih et al. (2013).

 In the study done in India by UshaVaidehi (2014), it was revealed that

male students are more interested in purchasing goods online when
compared to female students. This study exhibits that the Factors such as
shopping online saves time, availability of the product for less price,
promotions that E- Retailers are providing, ease in payment are the
motivating drives to encourage students to shop more online. However both
male & female respondents preferred to purchase goods online and they
were more interested to buy apparels, electronic goods and books through
online.

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CHAPTER- 3

THEORITICAL FRAME WORK

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 INTRODUCTION

Online advertisement ; an overview

Online advertising, also called online marketing or Internet advertising or web advertising, is a form
of marketing and advertising which uses the Internet to deliver promotional marketing messages to
consumers. Consumers view online advertising as an unwanted distraction with few benefits and
have increasingly turned to ad blocking for a variety of reasons. It includes email marketing, search
engine marketing (SEM), social media marketing, many types of display advertising (including web
banner advertising), and mobile advertising. Like other advertising media, online advertising
frequently involves both a publisher, who integrates advertisements into its online content, and an
advertiser, who provides the advertisements to be displayed on the publisher's content. Other
potential participants include advertising agencies who help generate and place the ad copy, an ad
server which technologically delivers the ad and tracks statistics, and advertising affiliates who do
independent promotional work for the advertiser.

HISTORY
In early days of the Internet, online advertising was mostly prohibited. For example, two of
the predecessor networks to the Internet, ARPANET and NSFNet, had “acceptable use
policies” that banned network “use for commercial activities by for-profit institutions”The
NSFNet began phasing out its commercial use ban in 1991.

EMAIL ADS

The first widely publicized example of online advertising was conducted via electronic
mail. On 3 May 1978, a marketer from DEC (Digital Equipment Corporation), Gary
Thuerk, sent an email to most of the ARPANET’s American west coast users,
advertising an open house for a new model of a DEC computer. Despite the prevailing
acceptable use policies, electronic mail marketing rapidly expanded and eventually
became known as “spam”.

The first known large-scale non-commercial spam message was sent on 18

January 1994 by an Andrews University system administrator, by cross-posting a
religious message to all USENET newsgroups. Four months later, Laurence Canter and
Martha Siegel, partners in a law firm, broadly promoted their legal services in a
USENET posting titled “Green Card Lottery – Final One” Canter and Siegel’s Green
Card USENET spam raised the profile of online advertising, stimulating widespread
interest in advertising via both Usenet and traditional email. More recently, spam has
evolved into a more industrial operation where spammers use armies of virus-
infected computers (botnets) to send spam remotely.

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 DISPLAY ADS

Online banner advertising began in the early 1990s as page owners sought additional
revenue streams to support their content. Commercial online service Prodigy
displayed banners at the bottom of the screen to promote Sears products. The first
clickable web ad was sold by Global Network Navigator in 1993 to a Silicon Valley law
firm. In 1994, web banner advertising became main stream when Hot Wired, the
online component of Wired Magazine, sold banner ads to AT&T and other
companies. The first AT&T ad on Hot Wired had a 44% click-through rate, and instead
of directing clickers to AT&T’s website, the ad linked to an online tour of seven of the
world’s most acclaimed art museums.

SEARCH ADS

GoTo.com (renamed Overture in 2001, and acquired by Yahoo! in 2003)

created the first search advertising keyword auction in 1998. Google launched its
“AdWords” search advertising program in 2000 and introduced quality-based ranking
allocation in 2002, which sorts search advertisements by a combination of bid price
and searcher’s likeliness to click on the ads.

RECENT ADS

More recently, companies have sought to merge their advertising messages into
editorial content or valuable services. Examples include Red Bull’s Red Bull Media
House streaming Felix Baumgartner’s jump from space online, Coca-Cola’s online
magazines, and Nike’s free applications for performance tracking. Advertisers are
also embracing social Media and mobile advertising; mobile ad spending has grown
90% each year from 2010 to 2013.

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TYPES OF ONLINE ADVERTISEMENT
BANNER ADVERTISEMENT

A web banner or banner ad is a form of advertising on the World Wide Web delivered by an
ad server. This form of online advertising entails embedding an advertisement into a web
page. It is intended to attract traffic to a website by linking to the website of the advertiser.
In many cases, banners are delivered by a central ad server. When the advertiser scans their
log files and detects that a web user has visited the advertiser's site from the content site by
clicking on the banner ad, the advertiser sends the content provider some small amount of
money . This payback system is often how the content provider is able to pay for the Internet
access to supply the content in the first place. Usually though, advertisers use ad networks to
serve their advertisements, resulting in a revshare system and higher quality ad placement.

Example of banner advertisement

DISPLAY ADVERTISEMENT

Display advertising is the use of web banners or banner ads placed on a third-party website
or blog to drive traffic to a corporate website and increase product awareness. These
banners consist of static or animated images, as well as interactive media including audio
and video. Display advertising uses demographic and geographic targeting – capturing user’s
cookie and browser history to determine demographics, location, and interests – to target
appropriate ads to those browsers.

SOCIAL MEDIA ADVERTISEMENT

Social network advertising is a form of online advertising found on social networking

sites such as Facebook. Advertising on social media networks can take the form of
direct display ads purchased on social networks, self-serve advertising through
internal ad networks, and ad serving on social network applications through special
social network application advertising networks.

MOBILE ADVERTISEMENT

Cell phone advertising is the ability for organizations and individuals to advertise
their product or service over mobile devices. Mobile advertising is generally carried
out via text messages or applications. The obvious benefit of mobile advertising for
brands is that mobile devices such as smartphones are usually close to the owner
throughout the day. This presents a cost-effective way for brands to deliver targeted
advertisements across mobile platforms on a daily basis. Technologies such as
location-based advertising also give marketers the ability to delivered.

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FACTORS INFLUENCING PURCHASE DECISION ON ONLINE PRODUCTS

PRICE AND INFORMATION QUALITY

The most important factor for influencing a Visitor into a Buyer is the Quality
Products and Quality Information. Being a Business Owner you need to identify the
products which are popular in:

 Different Geographic/Regions
 Different Occasions
 Different Culture
 Promoting/Selling Good Quality Products and at right time are the key to
success.

Product Description (Long/Short), Specifications, Demo Videos, PDF Catalog (If it’s
machinery) all influence to consumer’s purchase decision, and well representation
means better results. If you are targeting Europe/Americas, better to have Multi
Lingual Product Description.

FREE SHIPPING

Free Shipping is the second largest factor in influencing e Commerce Consumer’s

Purchase Decision. Free Shipping often attracts customers who purchase very often
from Online Shops, it is to them Shipping Costs matters most and Free Shipping can
retain these customers for a long time. You can add a fraction of these shipping costs
into basic Product Price, but remember your price need to be competitive too.

EASY RETURN

Defined and Easy return is the third largest factor in influencing Buying Decision.
Return Policy need to be well written in a very simple language, really helpful if it’s in
favour of the Consumers. It’s a must have if you are selling Apparels and Electronic
Goods/Computer Accessories, if you are selling Bike/Auto Parts. In a business where
faulty goods can often appear or size of the product can mismatch, Easy Return
Policy makes the consumer feel more trust to your website and brand.

CUSTOMER REVIEW

Customer Reviews often proved to be a good source depicting the trial results. Award
Consumers with Free Gifts who post positive reviews, resolve the problems of
products for consumers who post negative reviews, both will encourage them to
most regular reviews and this motivation will provide you positive results for sure.

24
 TYPES OF ONLINE SHOPPING SITES
There are several online shopping sites are available .The main feature of these sites are it
provide branded product at less price ,easy to purchase and also provided the home delivery
of product. following are the main online shopping sites.

AMAZONE

Amazon.com also called Amazon, is an American electronic commerce and cloud computing
company that was founded on July 5,1994, by Jeff Bezos and is based in Seattle, Washington.
It is the largest Internet-based retailer in the world by total sales and market
capitalization.]Amazon.com started as an online bookstore, later diversifying to sell DVDs,
Blu-rays, CDs, 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—notably, Kindle e-readers, Fire
tablets, FireTV, and Echo and is the world's largest provider of cloud infrastructure services .
Amazon also sells certain low-end products like USB cables under its in-house brand Amazon
Basics.

FLIPKART

Flipkart is an electronic commerce company headquartered in Bangalore, Karnataka. It

was founded in 2007 by Sachin Bansal and Binny Bansal. The company is registered in
Singapore. Flipkart has launched its own product range under the name "DigiFlip" with
products including tablets, USBs, and laptop bags. According to Morgan Stanley the current
market value of Flipkart is $5.54 billion as of November 2016.

25
 SNAP DEAL

Snapdeal.Com is Indian online shopping website head-quartered in New Delhi. The site was
started in 2012 and expanding rapidly. Snapdeal is one of the largest e Commerce company
having 500,000+ products, 800,000+ books and offer products in 400+ categories. Snapdeal
offers various payment methods such as credit card, debit card, net banking and Cash on
Delivery. Due to these easy payment methods, Snapdeal’s India shipping is more than 25,000
daily.

MYNTRA

Myntra.Com is another Indian online shopping website established in 2007. It is

headquartered in Bangalore. The site mainly offers fashion and lifestyle products.
Myntra.Com is most popular and trustworthy place for online shopping. You can buy many
products from Myntra.Com such as men, women and kids clothing, footwear etc and other
accessories like bags, wallets, sunglasses etc.

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 JABONG

Jabong.com is an Indian fashion and lifestyle eCommerce portal. A shocking thing is that
Jabong.Com is launched in 2012 and became the third most visited site after Myntra
andFlipkart. It retails footwear, apparel, accessories, beauty products, clothing, home
products and other fashion and lifestyle products.

SHOECLUES

ShopClues is another great online shopping website headquartered in Gurgaon, India.

It lets you shop online for the biggest range of Mobile Phones, Laptops, Home
Appliances,Electronics, Fashion, Shoes and Home & Kitchen products at the lowest
Prices.

27
CHAPTER -4

ANALYSIS AND INTERPRETATION OF DATA

28
INTRODUCTION

The statistical data become organised, condensed, intelligible through classification and
tabulation .it enables the analysis and interpretion. Analysis and interpretation. Analysis is
the process of planning the data in an ordered form in such a way to combine them with the
objective of the study. Interpretation is the outcome of analysis.

The important tool used in this study

 Bar diagram
 Pie diagram
 percentage

BAR DIAGRAM

It is the useful in such cases that if two or more variables having different number of
attributes

PIE - DIAGRAM

Pie- diagram shows that percentage related to two or more attributes of a particular data.

PERCENTAGE

This is one of the statistical tool for the purpose of the data analysis. Percentage are
particularly useful in statistical work ,which requires portrayal of relative changes in data.
percentage are found on an aggregate of hundred

29
TABLE NO; 4.1 - GENDER BASED CLASSIFICATION

gender No of respondent percentage

male 33 55

female 27 45

total 60 100

FIGURE NO ; 4.1 GENDER BASED CLASSIFICATION

35

30

25

20

15

10

0
MALE FEMALE

INTERPRETATION

The above table and diagram shows that,55% of total college students were male and 45%
were female.

30
TABLE NO; 4.2 CLASSIFICATION BASED ON COURSE

COURSE NO OF RESPONDENT PERCENTAGE

UG 43 71.7

PG 17 28.2

TOTAL 60 100

FIGURE NO; 4.2 - CLASSIFICATION BASED ON COURSE

COURSE

UG
PG

INTERPRETATION

Above the table and diagram shows that 71.2 % of collage students were UG student and other 28%
college student were PG students.

31
TABLE NO; 4.3 - CLASSIFICATION BASED ON INTERNET USING

NO OF RESPONDENT PERCENTAGE

INTERNET UERS 57 95

NOT USERS 3 5

TOTAL 60 100

FIGURE NO; 4.3 - CLASSIFICATION BASED ON INTERNET USING

NO OF RESPONDENT

INTERNET USERS
NOT USERS

INTERPRETATION

Above table and diagram shows that there is 95% student s were internet using .but there is 5% of
college students were not used the internet.

32
TABLE NO ; 4.4 - CLASSIFICATION BASED ON TIME SPEND ON INTERNET

HOURS OF INTERNET USING NO RESPONDENT PERCENTAGE

1-2 HOURS 19 31.7

2-3HOUR 29 48.3

3-4 HOUR 6 10.0

4-5 HOUR 1 1.7

5 OR MORE 2 3

FIGURE NO; 4.4 - CLASSIFICATION BASED ON TIME SPEND ON INTERNET

INTERNET USE
35

30

25

20

NO OF RESPONDENT
15

10

0
1-2 HOUR 2-3HOUR 3-4HOUR 4-5 HOUR 5 OR MORE

INTERPETATION

Above the table and diagram shows that ,48.3% of college student were spend 2-3 hour on internet
in day.31.7% of college students were spend on internet in a day.10.0% students and 1.7% students
were spend on internet

33
TABLE NO; 4.5 - CLASSIFICATION BASED ON PURPOSE OF INETERNET USING PURPOSE

PURPOSE PERCENTAGE
CHATTING AND SOCIAL 37 61.7
NEYWORKING

E-MAIL 7 11.7
INFORMATION 7 11.7
DOWNLOADING 6 10.0
E-COMMERCE 0 0
INTERNET NOT USING 3 .5
TOTAL 60 100

FIGURE NO ; 4.5- CLASSIFICATION BASED ON PUPOSE OF INTERNET USING

PURPOS OF INTERNET USING

CHATTINING
E-MAIL
INFORMATION
DOWNLOADING
E-COMMERCE

INTERPRETATION

Above the table and the diagram shows that most of the student are(61.7) use the internet for the
purpose of social net working and chatting. There is (11.7) students are used internet for the purpose
of e-mail and also (11.7)students are used internet for searching information.

34
TABLE NO ; 4.6 CLASSIFICATION BASED ON SEE ON LINE ADVERTISEMENT WHILE USING INTERNET

No of respondent percentage
never 2 3.3
Sometimes 37 61.7
often 8 13.3
Every time 10 16.7
Internet not using 3 5

FIGURE NO; 4.6 CLASSIFICATION BASED ON SEE ON LINE ADVERTISEMENT WHILE USING INTERNET

5
4.5
4
3.5
3
2.5
no of respndent
2
1.5
1
0.5
0
never sometimes often everytime

INTERPRETATION

Above the table and diagram shows that the student are listen and give importance to the online
advertisement.

35
TABLE NO ;4.7 METHODE OF ADVERTISEMENT MOST INFLUENCED

METHODS NO OF RESPONDENT PERCENTAGE

GOOGLE ADS 14 23.3
FACEBOOK ADS 24 40.0
YUOTUBE ADS 8 13.3
TWITTER ADS 0 0
OTHER ADS 11 18.3
INTERNET NOT USING 3 5
TOTAL 60 100

FIGURE NO; 4.7 METHODE OF ADVERTISEMENT MOST INFLUENCED

NO OF RESPONDENT
30

25

20

15
NO OF RESPONDENT
10

0
GOOGLE ADS FACEBOOK YOUTUBE TWITTER OTHERS
ADS

INTERPRETATION

Above the table and figure shows that face book advertisement is mostly influenced in collage
students buying behaviour. twitter advert isement not influenced to the student buying behaviour.

36
TABLE NO ; 4.8 CLASSIFICATION BASED ON TYPE OF ADVERTISEMENT INTERESTED IN

No of respondent percentage
new product launch 22 36.7
Product feature ads 19 31.7
Sales promotion ads 6 10.0
Public relation ads 4 6.7
Other ads 6 10.0
Internet not using 3 5.0
total 60 100

FIGURE NO; 4. 8 CLASSIFICATION BASED ON TYPE OF ADVERTISEMENT INTERESTED IN

new product launch

product feature ads
sales promotion ads
public relation ads
other ads

INTERPRETAION

Above table and figure shows that majority of collage students are interested advertisement
of the new product launch .least of college student interested in public relation ads.

37
 TABLE NO; 4.9 CLASIFICATION BASED ON TYPE OF PRODUCT INTERESTED IN

TYPE OF HGHLY INTERESTED MODERATELY NOT NOT HIGHLY

PRODUCT INTERESTED INTEREST INTERST
APPAREL 8 24 8 15 2
PRODUCT
ELECTRONIC 14 21 12 7 3
PRODUCT
COSMETICS 12 21 12 8 4
SPORTS 8 29 7 10 3
ITEMS
OTHER 6 10 29 10 2

FIGURE NO; 4.9 CLASIFICATION BASED ON TYPE OF PRODUCT INTERESTED IN

35

30

25
APPAREL PRODUCT
20
ELECTRONIC PRODUCT
15 COCMETICS PRODUCTS
SPORTS ITEMS
10
OTHER
5

0
HIGHLY INTERESTED MODERATELY NOT INTEREST NOT HIGHLY
INTERESTED INTERST

INTERPRETATION

Above the table shows that majority of the respondent are interested to buy apparel
product and electronic product through the online shopping .Least of the student are
interested to buy cosmetics product and sports items.

38
TABLE NO ;4.10 CLASSIFICATION BASED ON FACTORES INFLUENCED ON PURCHASE
DECISION

FACTORES HIGHLY INFLUENCED MODERATELY NOT NOT

INFLUENCED INFLUENCED HIGHLY
INFLUNCED
ADVERTISEMENT 5 33 13 6 0
BRANDED 29 18 6 3 1
PRODUCT
OFFER AND 29 18 5 3 2
DISCOUNT
PRICE 23 24 6 4 0

FIGURE NO; 4.10 CLASSIFICATION BASED ON FACTORES INFLUENCED PURCHASE DECISION

35

30

25
HIGHLY INFLUENCED
20
INFLUENCED
15 MODERATLY
NOT INLUENCED
10
NOT HGHLY INFLUENCED

0
ADVERTISEMENT BRANDED OFFER PRICE
PRODUCT

INTERPRETATION

Above the table and figure shows that advertisement is the main factor which influences the
purchase decision of college students. we can see that price of the product and offer and
discount also influences students buying behaviour.

39
TABLE NO; 4.11 CLASSIFICATION BASED ON SITES USED

SITES NO OF RESPONDENTS PERCENTAGE

AMAZONE 19 31.7
SNAPDEAL 7 11.7
MYNTRA 8 13.3
FLIPKART 14 23.3
OTHER SITES 9 15.0
INTERNET NOT USING 3 5.0
TOTAL 60 100

FIGURE NO ;4.11 CLASSIFICATION BASED ON INFLUENCE PURCHASE DECISION

amazone
snapdeal
myntra
flipkart
other sites
INTERNET NOT USING

INTERPRETATION

Above the table and the figure shows that amazone is the most used online shopping site by
the college student .Here snapdeal users are less.

40
TABLE NO 4.12 BASED ON PREFER ONLINESHOPPING

STATEMENT STRONGLY AGREED MODERATELY DISAGREED STRONGLY

AGREED DISAGREED
PROVIDE 27 24 6 0 0
OFFER
LOW PRICE 22 27 8 0 0
WIDE 6 29 21 1 0
SELECTION
BRANDED 22 25 7 3 0
PRODUCT
PRICE 10 27 17 1 2
COMPARISON

FIGURE NO; 4.12 BASED ON PREFER ONLINESHOPPING

30

25

20 PROVIDE OFFER
LOW PRICE
15
WIDE SELECTION

10 BRANDED PRODUCT
PRICE COMPARISON
5

0
STRONGLY AGREED MODERATELY DISAGREED STRONGLY
AGREED DISAGREED

INTERPRETATION

Above the table and figure shows that main reason of preferring online shopping is it
provide new offer and widely selection .online shopping also provide less price to the
product.

41
TABLE NO; 4.13 BASED ON TYPE OF PAYMENT MODE USED

NO OF
Column1 RESPONDENT Percent
cash on delivery 41 68.3
credit card 3 5.0
debit card 9 15.0
paytm 3 5.0
other 1 1.7
Total 57 95.0
INTERNET NOT USING 3 5.0

FIGURE NO ;4.13 BASED ON TYPE OF PAYMENT MODE USED

100
90
80
70
60
50
NO OF RESPONDENT
40
30 Percent

20
10
0
cash on credit card debit card paytm others Total INTERNET
delivery NOT
USING

INTERPRETATION

Above the table shows that 68.3% of college students were pay the cash of the product at
the time of the delivery of the product. There is a equal users for credit card and paytm.

42
 TABLE NO; 4.14 BASED ON PROBLEM FACED BY COLLEGE WHILE USING INTERNET

STATEMENT STRONGLY AGREED MODERATELY DISAGREED NOT

AGREED HIGHLY
AGREED
TOO MANY STEPS 23 23 9 2 0
FROM SELECTING
TO BUY
WARRANY,DELIVERY 16 33 7 0 1
NOT DESRIBED
PRICE CHANGES 7 36 11 1 2
DURING THE ORDER
PROCESS;
TAX,SHIPPING
CHARGES
WRONG DELIVERY 6 23 16 5 7
OF PRODUCT
LAGGING OF 9 19 22 4 3
PRODUCT
AFTER SALE 11 12 25 5 4
SERVISES

FIGURE NO; 4.14 BASED ON PROBLEM FACED BY COLLEGE WHILE USING INTERNET

40
35
30
25
20
15
10 STRONGLY AGREED
5
AGREED
0
MODERATELY
DISAGREED
STRONGLY DIS AGREED

43
 INTERPRETATION

Above table and chart indicate the main problem of online shopping is there are too many
steps were needed for selecting a product and also the student6 agree that warranty is not
described and price changes during the delivery is other problem faced by the students.

TABLE NO ; 4.15 CLASSIFICATION BASED ON OVEALL SATISFACTION LEVEL OF COLLEGE

STUDENT

NO OF RESPONDENT PERCENTAGE
STRONGLY AGREED 7 11.7
AGREED 28 46.7
MODERATELY 13 21.7
DISAGREED 2 3.3
STRONGLY DISAGREED 7 11.7

FIGURE NO ; 4.15 BASED ON OVEALL SATISFACTION LEVEL OF COLLEGE STUDENT

50

45

40

35

30

25

20

15

10

0
STRONGLY AGREED MODERATELY DISAGREED HIGHLY
AGREED DISAGREED

INTERPRETATION

Above the table and chart shows that students are satisfied with the online shopping .

44
TABLE NO ; 4.16 CLASSIFICATION BASED ON SHOPPING EXPERIENCE

NO OF RESPONDENT PERCENTAGE
STRONGLY AGREED 4 6.7
AGREED 10 16.7
MODERATELY 15 25
DISAGREED 23 38.3
NOT HIGHLY DISAGREED 5 8.3

FIGURE NO; 4.16 CLASSIFICATION BASED ON SHOPPING EXPERIENCE

45

40

35

30

25
NO OF RESTPONDENT
20
PERCENTAGE
15

10

0
strongly disagreed moderately agreed strongly
disagreed agreed

INTERPRETATION

Above the table and diagram shows that most of the students are believe that
traditional shopping better than online shopping

45
Chi-square Test: 1

AIM: To find out any relation between the satisfaction level and gender of students

NULL HYPOTHESIS:

H0=There is no significant relation between satisfaction level of student among different

gender.

H1=there is a significant relationship between level of student among different gender.

Table No:
Satisfaction Gender Total

male Female
Strongly dissatisfied 3 4 7
Dissatisfied 2 2 4
Moderately 8 6 14
Agreed 17 11 28
Strongly agreed 5 2 7
Total 35 25 60

Table No:

O E O-E (O-E)2 (O-E)2

E
3 4.08 -1.08 1.17 0.29
4 2.92 1.08 1.17 0.39
2 2.33 -0.33 0.11 0.05
2 1.67 0.33 0.11 0.07
8 8.17 -0.17 0.03 0.01
6 5.83 0.17 0.03 0.01
17 16.33 0.67 0.45 0.03
11 11.67 -0.67 0.45 0.04

46
5 4.08 0.92 0.85 0.21
2 2.92 -0.92 0.85 0.29

∑ 1.37

X2=(O-E)2
E

= 1.37

Degree of freedom =(r-1)(c-1)

=(5-1)(2-1)

=4

Level of significance=0.05

Table value = 9.49S

INTERPRETATION:

The table value is more than the calculated value. So, null hypothesis accepted. There is no
relationship between the gender and satisfaction level.

47
 Chapter5
FINDINGS , SUGGESTIONS AND
CONCLUSION

48
5.1 FINDINGS
 out of 60 respondent 33(55%) are male and 27(45%) are female

 out of selected sample there are 71.7% are PG student and 28.3% are PG
students.

 Majority of students(97%) are students internet users .other 3% are not the
internet users

 48.3% of students are spend 2-3 hour on internet in a day and 31.7% of
students are spend1-3 hour in a day

 10% student spend 3-4 hour on internet in a day and other 3% students are
spend 5 or more hour in a day.

 Majority of the college student use internet for the purpose of chatting and
social networking.

 Least of college student use the internet for the purpose downloading.

 Face book advertisement is the mostly influenced to the college students.

 Twitter advertisement never influence the college students.

 Out 60 respondent 36.7% students are interested in advertisement of new

product launch.

 31.7% respondent interested product feature advertisement

 10% student interested in sales promotion advertisement.

 Majority of college student interested to buy apparel product through

internet

 Amazone is the mostly used online site by the college students.

 Majority of students agrees that main feature of online shopping is they

provide offers and less price.

 Another finding during the survey that online shopping provide wide selection
and branded product.

49
 Survey indicate that majority of student(68%) use the cash on delivery mode
for payment of cash.

 Majority of student agrees that the main problem of online shopping is there
are too many steps for selecting product from various shopping sites .

 46.7% of students are satisfied with the services provided by the online
shopping sites.

 Majority of the students believes that online traditional shopping is better

than online shopping

50
5.2 SUGGESTIONS

 One of the main reason for not doing online shopping is that les chance of making
bargaining so the companies should allow the bargaining .

 There is low level of internet access internet and lack of knowledge of on line
shopping even the product .so the company should give the student aware through
different way.

 The company should add customer review below the advertisement of the product.
So the review can help the customer’s purchase decision.

 Provide many payment mode option necessary .eg ; credit card facility, debit card
facility, cash on delivery etc.

51
 5.3 CONCLUSION

The study conducted to examine the influence of online advertisement in buying

behaviour of college students. The information about the awareness of college students on
using online shopping and online advertisement .Attitude of college student while using
online shopping and what are the problem faced by college students while using online
shopping are achieved from the study.

The study indicate that 95% of college students are the use the internet
for the various purpose .But the 5% of college students are not use the internet. The internet
users also give importance to the online advertisement and online shopping .The
respondents also buy the product through the various online shopping sites. Most the
students also like to buy the product through the amazone. Provide offer and availability of
branded product are main reason for choosing online shopping by the student. The students
are also satisfied with the services provided by the online shopping but they not agree that
online shopping is better than traditional shopping. Because there is too many steps for
selecting product and warranty is not described.

52
BIBLIOGRAPHY

53
 Foucaut, B. E., &Scheufele,D. A. (2002). Web vscampus store? Why
students buy tex tbooksonline.Journal of Consumer Marketing,19(5)409-423

 Comegys, C, & Brennan, L. M. (2003). Students’ online shopping behavior: A

dual-country perspective.Journal of Internet Commerce,2(2)69-87.

 Sorce, P., Perotti, V., & Warwick S. (2005). Attitude and age differences in
online buying. international Journal of Retail and Distribution
Management,33(2),122-132

 Xu, Y., & Paulins, V. A. (2005). College students' attitudes toward shopping
online for apparel products. Exploring a rural versus urban campus.Journal
of Fashion Marketing and Management,9(4),420-433

 Lester, D. H., Forman, A.M., & Lyod, D. (2005). Internet shopping and buying
behavior in college students .Services Marketing Quarterly,27(2),123-138.

 Cowart, K. O., & Goldsmith, R. E. (2007). The influence of consumer

decision-making styles on online apparel consumption by college students.
International Journal of Consumer studies,31,639-647.

 Seock,Y.-K., & Norton, M. J.T. (2007). Capturing college students on the

web: Analysis of clothing web site attributes .Journal of Fashion Marketing
and Management: An International Journal,11(4)539-552.

 Seock,Y.-K., & Bailey, L. R., (2008). The influence of college students’

shopping orientations and gender differences on online information searches
and purchase behaviors’ .International Journal of Consumer Studies,32,113-
121.

 Kiran, R., Sharma, A., &Mittal, K. C. (2008). Attitudes, preferences and

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 Huang, E. (2008). Use and gratification in e-consumers .Internet

Research,18(4)405-426.

54
  Mummalaneni, , & Meng, J. (2009). An exploratory study of young Chinese
customers' online shopping behaviors and service quality perceptions
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 Sinha, J. (2010). Factors affecting online shopping behavior of Indian

consumers (Unpublished doctoral dissertation). University of South Carolina,
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 Khare, A., & Rakesh, S. (2011). Antecedents of online shopping behavior in
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 Pratminingsih, S. A., Lipuringtyas, C., & Rimenta, T.(2013)Factors

influencing customer loyalty toward online shopping .International Journal of
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WEBSITES

 WWW. WIKIPEDIA.COM
 WWW.WIKIPEDEIA ONLINE SHOPPNG.COM

55
APPENDIX

56
 A STUDY ON

“INFLUENCE OF ONLINE ADVERTISEMENT IN BUYING

BEHAVIOUR AMONG THE COLLEGE STUDENT”
QUESTIONNAIRE
Name:

Age:

GENDER; MALE FEMALE

Course: UG PG

1. Are you using internet?

Yes no
2. If yes, how much hour you spend on internet in a day?

1-2 hours 2-3 hours 3-4 hours 4-5 hours more than 5

3. What is the main purpose of using internet?

Chatting and social networking e-mail information

Downloading e-commerce

4. Do you see online advertisement while using internet?

Never sometimes often every time
5. Do you think online advertisement is important?
Yes No
6. Does online advertisement influence your shopping trends?
Yes No
7. Which methods of online advertisement are most influential on your buying
behaviour?
Google advertisement
Face book advertisement
You tube advertisement
Twitter advertisement
Other advertisement

57
8. What type of advertisement are you interested in?
New product launch product features ads sales promotion ads
Public relation ads other ads
9. Do you buy any product through online shopping with the influence of online
advertisement?
Yes no
10. Which type of product are you interested in?
Types of Highly interested moderately not Not
product interested interested Highly
interested
Apparel
product
Electronic
product
Cosmetic
product
Sports item
Other
product
11. Which of these factors influences your purchase decision?
statements Highly influenced moderately Not Not Highly
influenced influenced influenced
Advertisement
branded
product
offers and
discount
Price
12. Which of these sites are you mostly used for online shopping?
Amazon snap deal myntra flipkart other sites
13. Why do you prefer the online shopping?
statements Strongly agreed moderately Disagreed Strongly
agreed disagreed
offer
Low price
Wide
selection
Branded
product
Price
compare

58
14. What type of payment mode is used for online shopping?

Cash on delivery credit card debit card paytm others

15. What are the problems are you faced while using online shopping?

statements Strongly agreed moderately disagreed Strongly

agreed disagreed
Too many
steps from
selecting to
buy
Warranty,
delivery are
not cleared
and
described
Price
changes
during the
order
process; tax,
shipping
charges
Wrong
delivery of
product
Lagging of
product
After sale
service
16.Are you satisfied with services provided by online shopping?

Strongly agreed agreed moderately disagreed

Strongly disagreed

17. Do you think online shopping is better than traditional shopping?

Strongly agreed agreed moderately disagreed

Strongly disagreed

59