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UNIVERSITY OF MUMBAI
A PROJECT ON
STUDY ON ONLINE SHOPPING

A Project Submitted to
University of Mumbai for partial completion of the degree of
Master in Commerce Part – II Semester - III
Under the Faculty of Commerce
By
AMIT KUMAR KANNOUJIA
Under the Guidance of
Prof. AJIT JADHAV
SHANKAR NARAYAN COLLEGE OF ARTS AND COMMERCE

BHAYANDAR (EAST) THANE - 401105
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DECLARARTION
I Mr. Amit kumar Kannoujia student of Shankar Narayan College of M.com Part-2
(SEMESTER- III), at University of Mumbai hereby declare that I have completed this
project on “Study on Online Shopping” for the academic year 2018-2019. The
information submitted is true and original to the best of my knowledge of the subject
matter.
Place:
Date: Signature of the student
AMIT KUMAR KANNOUJIA
Certified by,
Prof. AJIT JADHAV
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SHANKAR NARAYAN COLLEGE OF ARTS AND COMMERCE
BHAYANDAR (EAST) THANE - 401 105
CERTIFICATE
This is to certify that Mr. AMIT KUMAR KANNOUJIA has worked and duly
completed his project work for the degree of Master in Commerce under the Faculty
of Commerce his project is entitled, “Study on Online Shopping” under my
supervision.
I further certify that the entire work has been done by the learner under my guidance
and that no part of it has been submitted previously for any Degree or Diploma of any
University.
It is his own work and facts reported by his personal findings and investigations.
______________________ ______________
Internal Project Guide Principal
Prof. Ajit Jadhav Dr. V.N.Yadav
__________________ _______________
External Guide Co-ordinator
Prof. Ajit Jadhav
Date of Submission:-
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ACKNOWLEDGEMENT
It gives me immense pleasure in presenting my project on topic “Study on Online
Shopping”.
I would firstly like to thank University of Mumbai to design M.Com Program also to
my college Management for providing me Post Graduation program in the college as
well as good infrastructure and sincerely thank our Principal sir Dr. V.N. Yadav for
providing me support and giving me opportunity to do Post Graduation in our college
and completing the project.
I would also like to express my profound guide Prof. Ajit Jadhav and Co-ordinator
who as so ably guided my research project with her vast fund of knowledge advice
and constant encouragement without which this project would have not been possible.
I candidly appreciate her implicit and valuable contribution in drawing up this project
work.
I take this opportunity to highlight the valuable contribution of M.com coordinator

Prof. Ajit Jadhav and all my professors, my colleagues and especially my parents
who had always supported and encouraged the success of this project report to large
extent is also dedicated to them also.
I would also like to thank all those who helped me and whom I have forgotten to
mention in this space.
Thank you
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INDEX
PAGE
SR.NO. CHAPTERS
NO.
1 1.1 Introduction 6
1.2 History 6-7
1.3 Online Payment System 7-8
1.4 Product selection System 8
2 2.1 Top Shopping Web Sides in India 9-13
2.2 Factors Affecting Online Shopping 13-17
2.3 Factors Affecting Offline Shopping 17-18
2.4 Significance of the Study 18-19
3 Review of Literature 20-36
4 4.1 Research methodology 36-37
4.2 Objective 37
5 5.1 Data Analysis and Interpretation 39-53
6 6.1 Conclusion 54-55
6.2 Suggestions 55-56
6.3 Bibliography 56
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Chapter I
1.1. Introduction
Online shopping is a form of electronic commerce which allows consumers to directly

buy goods or services from a seller over the Internet using a web browser. Consumers
find a product of interest by visiting the website of the retailer directly or by searching
among alternative vendors using a shopping search engine, which displays the same
product's availability and pricing at different e-retailers. As of 2016, customers can
shop online using a range of different computers and devices, including desktop
computers, laptops, tablet computers and smartphones.
An online shop evokes the physical analogy of buying products or services at a

regular "bricks-and-mortar" retailer or shopping center; the process is called business-
to-consumer (B2C) online shopping. When an online store is set up to enable
businesses to buy from another businesses, the process is called business-to-business
(B2B) online shopping. A typical online store enables the customer to browse the
firm's range of products and services, view photos or images of the products, along
with information about the product specifications, features and prices.
Online stores typically enable shoppers to use "search" features to find specific
models, brands or items. Online customers must have access to the Internet and a
valid method of payment in order to complete a transaction, such as a credit card, an
Interac-enabled debit card, or a service such as PayPal. For physical products (e.g.,
paperback books or clothes), the e-tailer ships the products to the customer; for digital
products, such as digital audio files of songs or software, the e-tailer typically sends
the file to the customer over the Internet. The largest of these online retailing
corporations are Alibaba, Amazon.com, and eBay.
1.2. History
The first secure retail transaction over the Web was either by NetMarket or Internet
Shopping Network in 1994. Immediately after, Amazon.com launched its online
shopping site in 1995 and eBay was also introduced in 1995.
One of the earliest forms of trade conducted online was IBM's online transaction
processing (OLTP) developed in the 1960s and it allowed the processing of financial
transactions in real-time.[2] The computerized ticket reservation system developed for
American Airlines called Semi-Automatic Business Research Environment (SABRE)
was one of its applications. Here, computer terminals located in different travel
agencies were linked to a large IBM mainframe computer, which processed
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transactions simultaneously and coordinated them so that all travel agents had access
to the same information at the same time.
The emergence of online shopping as we know today developed with the emergence
of the Internet. Initially, this platform only functioned as an advertising tool for
companies, providing information about its products. It quickly moved on from this
simple utility to actual online shopping transaction due to the development of
interactive Web pages and secure transmissions.Specifically, the growth of the
internet as a secure shopping channel has developed since 1994, with the first sales of
Sting album 'Ten Summoner's Tales'.Wine, chocolates, and flowers soon followed
and were among the pioneering retail categories which fueled the growth of online
shopping. Researchers found that having products that are appropriate for e-
commerce was a key indicator of Internet success.Many of these products did well as
they are generic products which shoppers did not need to touch and feel in order to
buy. But also importantly, in the early days, there were few shoppers online and they
were from a narrow segment: affluent, male, 30+. Online shopping has come along
way since these early days and -in the UK- accounts for significant percents
(depending on product category as percentages can vary).
1.3 Online payment system:
Online shoppers commonly use a credit card or a PayPal account in order to make
payments. However, some systems enable users to create accounts and pay by
alternative means, such as:
• Billing to mobile phones and landlines
• Cash on delivery (C.O.D.)
• Cheque/ Check
• Debit card
• Direct debit in some countries
• Electronic money of various types
• Gift cards
• Postal money order
• Wire transfer/delivery on payment
• Invoice, especially popular in some markets/countries, such as Switzerland
• Bitcoin or other cryptocurrencies

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Some online shops will not accept international credit cards. Some require both the
purchaser's billing and shipping address to be in the same country as the online shop's
base of operation. Other online shops allow customers from any country to send gifts
anywhere. The financial part of a transaction may be processed in real time (e.g.
letting the consumer know their credit card was declined before they log off), or may
be done later as part of the fulfillment process.
1.4 Product Selection system:-
Consumers find a product of interest by visiting the website of the retailer directly or
by searching among alternative vendors using a shopping search engine. Once a
particular product has been found on the website of the seller, most online retailers
use shopping cart software to allow the consumer to accumulate multiple items and to
adjust quantities, like filling a physical shopping cart or basket in a conventional
store. A "checkout" process follows (continuing the physical-store analogy) in which
payment and delivery information is collected, if necessary. Some stores allow
consumers to sign up for a permanent online account so that some or all of this
information only needs to be entered once. The consumer often receives an e-mail
confirmation once the transaction is complete. Less sophisticated stores may rely on
consumers to phone or e-mail their orders (although full credit card numbers, expiry
date, and Card Security Code,[ or bank account and routing number should not be
accepted by e-mail, for reasons of security).
Online shopping is a form of electronic shopping store where the buyer is directly
online to the seller’s computer usually via the internet. There is no intermediary
service. The sale and purchase transaction is
completed electronically and interactively in real- time.
The development of this new system contains the following activities, which try to
develop online
application by keeping the entire process in the view of database integration approach.
User gets its eamil id and password to access their account.
Administrator of Shopping Cart System has multiple features such as Add, Delete,
Update shopping Items.
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Chapter II
2.1 Top Shopping WebSites in India
By looking at this List, you will definitely discover the trusted website for Online
shopping. We’ve provided this list to give you complete information regarding the
Online shopping portals offering numerous types of products. Some of these websites
are also offering Cash on Delivery, Return of Product facility if you are not satisfied
with the product. Their products also shipped in right time to the customers. And
almost all online shopping stores offering the commodity at discounted prices which
greeds the customer to buy more at their site. But in actual only few are up to the
mark. So check Our Top 10 Online Shopping Sites in India List before buying any
product online. Here we are providing this list to facilitate you to pick one Best
reliable portal whom you can trust.
Everyone likes shopping, What more exciting than Shopping. But with our Busy
Life, it is not possible to roam around shopping malls to buy our favorite stuff. Now
the arrival Online shopping has changed the mentality of a Buyer. Because in Online
shopping we can compare numerous Products and can buy our Favourite Stuff online
just by sitting at home, office or some other place. With the increase in Customers,
Online shopping Portals have also increased in India. To avoid confusion in picking
Best Online Shopping Site we are coming with the List of Top 10 Online Shopping
Sites in India.
Top 10 Online Shopping Sites in India Best & Trusted Shopping Sites to Shop
Online
Best Indian Online Shopping Websites List
Here is the List of Top Online Shopping websites in India for those who are fond of
shopping online at just one click. All these sites are ranked according to their
products, services, ranges, warranty and quality of products.
The increase in technology provides good opportunities to the seller to reach the
customer in much faster, easier and in economic way. Online shopping is emerging
very fast in recent years. Now a day the internet holds the attention of retail market.
Millions and millions of people shop online. On the other hand the purchasing of
product from traditional market is continuing since years. Many customers go for
purchasing offline so as to examine the product and hold the possession of the product
just after the payment for the product. In this contemporary world customer’s loyalty
depends upon the consistent ability to deliver quality, value and satisfaction. Some go
for offline shopping, some for online and many go for both kind of shopping. The
focus of the study is on the consumer’s choice to shop on internet and at the
traditional stores at the information gaining period. However online shopping is easier
for the people and less price than the offline shopping. While making any purchase
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decision consumer should know the medium to purchase whether online shopping or
the offline shopping. Consumer should decide the channel for them which can best
suit to their need and wants and which can satisfy them. In this competitive world
how consumer can decide the particular medium for their purchase of goods is very
important to understand in a managerial point of view. (Laing and Lai, 2000) said that
the internet shopping is the third best and most popular activity over internet after
online shopping next comes the e-mail using,instant messaging and web browsing.
These are even more important than watching or getting entertain by the internet or
getting any information or news, this are the two very common thought which comes
to the people’s mind when considering the internet users do when they are online. The
behaviour of online shopping is also known as online buying behaviour and internet
shopping. Buying behaviour means the purchase of good over internet using web
browser. Online shopping also consist the same five steps which is related to
traditional shopping behaviour. (Chiang and Dholskia, 2003; Lynch, Kent, and
Srinivasan 2001) they said that in the typical way of online shopping when the
consumer need some product or service they go through the internet and browse or
search the things they need and their information. But rather than searching actively,
many a times potential consumers are attracted by the information about the product
they want. They see many products online and choose the best one which suits
him/her. Then they purchase that product and finally the transaction takes place and
post sales service provided by the online sites. Online shopping attitude and behaviour
are related to the consumer. Previous studied have focused on why the products of the
online shopping is different from other products. Many studies have focused that the
high touch products that the consumer feels when they need to touch, smell or try the
product. It requires the offline shopping at the purchasing stage because it cannot be
done in the online shopping. Even with the increase in the online shopping and the
recognition that online shopping is more likely to impose the pressure on offline
shopping or traditional shopping. The research is very limited in this area or field.
Online or e-shopping is a kind of electronic shopping which allow the consumer to
purchase goods over the internet directly from the seller using a web browser. There
are some alternative names of online shopping those are as follow- e-web store, e-
shop, e-store, internet shop, web-shop, web-store, online store, online store front and
virtual store. Mobile commerce or m-commerce is described as purchasing from the
online retailer by the mobile optimized online sites or application (App).
(Aldrich Archive, 1982) online shopping is invented by a English entrepreneur

Micheal Aldrich in 1979. (Palmer& Kimberly,2007) Tim Berners Lee is the one who
created the first World Wide Web server in 1990. It was opened for a commercial
purpose. There after many technological innovation emerged in 1994 like the online
banking, the opening of online pizza shop by Pizza Hut, Netscape SSL v2 encryption
standard for secure data transfer, and Intershop’s first online shopping system. In
1994 the first secure transaction was over the web either by Net market or Internet
shopping. Amazon was launched in 1995, it is the first online shopping site of the
world and after that eBay was introduced in 1995.Today many countries are doing
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online shopping but still some countries are at the starting point of the experiment of
online shopping. In 1987, the merchant account was launched that helped the software
developers to sell their software online easily. Swreg was the name of first software
and the oldest software that is still available. Future shop is a book for how new
technology will change the way of shopping and what the customer buy. It was
published in the year 1992. The book consists of the topic like what will happen in the
future date of e-commerce and how the internet will take place in the society. 1994 is
the month of year of online commerce and Yahoo is launched in this year. In 1995
approx. 12000 domain names were registered in the internet. In 1998 Google entered
the world of e-commerce and yahoo launched yahoo store online.
The customer of online shopping should have internet and a valid method of payment
in order to purchase the products from the internet. Amazon, Myntra, flipkart are
some of the examples of the successful online shopping sites that use less price of the
items and large stocks to attract the consumer.
In general the population from high level of income and high level of learning are
more favourable to do online shopping. The population who are more knowledgeable
and more explored to the internet are more into online shopping. The increase in
technology increases the online shopping by the consumer. The increase in
technology creates a favourable attitude towards the consumer for online shopping.
A. FlipKart
B. Amazon.com
C. Jabong.com
D. Myntra.com
E. Pepperfry.com
F. ShopClues.com
G. SnapDeal.com
H. Ebay.com
I. Homeshop18.com
J. Junglee.com
Let us know some information regarding these sites before buying products online.
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A. FlipKart.com
Flipkart is the top online shopping site in India. It is found to be good and trustworthy
by millions of Customers because of its product range,services, product quality etc.
Here you can buy Products in all Categories ranging from books, bags, toys, baby
care, Electronic Gadgets, Mobile Accessories, Men & Women Wear, Groceries,
television, refrigerators, hard drives, motorcycles, air conditioners, Footwears, and a
lot of various items. You can also get Discounts, Coupons and Special Deals on
buying the Products on Flipkart which makes you shop more within your budget.
B. Amazon.in
Amazon is a Best Online Shopping Portal in the World. It has customers all over the
World. With its quick and efficient Service, it has gained lot of Loyal Customers in
India. Initially, it has started the firm as a book Store in the USA. Later it expanded its
business in all categories. It is the most popular Online shopping Site among Indian
Customers. It gives a very Strong Competition Flipkart in all categories ranging from
its price to Service & Quality of the Products.
C. Jabong.com
When someone searching the Online store for New Fashions and New Trends, then
jabong.com is the best choice for those customers. It is one of the Strong Market
players in India. It offers all latest models of Clothes, Beauty Products, Accessories,
Sportswear, and all Famous Brand Products. If you want to become Stylish then shop
at jabong.com
D. Myntra.com
Myntra is an Indian e-commerce site which is acquired by the flipkart.com in 2014. It

is well known for its clothes. Just like jabong it offers various Brands and New
Models of Clothes, Wearables in latest styles. It also has a segment related to fashion
industry. Myntra allows its users to choose varieties of dress. So many of the people
love to shop at muntra.com.
E. Pepperfry.com
Pepperfry.com is an Indian e-commerce portal which offers Online Furniture

Shopping. From Pepperfry online store you can buy Furniture, Home Decor,
Furnishings, Kitchenware, Dining, Hardware, Kids, Bar, Housekeeping, Garden, etc.
By shopping at Pepperfry you can buy Furniture for your home at a single click. And
it provides quality products to its customers.
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F. Shopclues.com
Shopclues offers great deals to its customers. Because of its great deals, it has become
the popular online shopping site among Customers of India. You can shop cameras,
mobile phones, tablets and latest trending home appliances, etc at Shopclues at
attractive pricing with good quality.
G. Snapdeal.com
Most of the Customers likes to buy electronic products like mobile phones, watches,
hard drives, laptops, computers at this website. It offers electronic products &
Accessories at a cheap price. It has become one of the Top 10 Online Shopping Sites
in India with respect to the number of transactions in a single day.
H. ebay.in
Ebay is a multinational e-commerce giant from the USA which performing its
operations in India as eBay.in. It is one of the oldest and strongest e-commerce sites
in the world. From new stock to old/Second-hand products, everything is available on
ebay.in It helps the third party to sell its item on the site.
I. Homeshop18.com
This portal is a joint venture of Network 18 group. Through this portal, it sells all its
products which are useful in the home facility and services also. You can buy beauty
products, Kitchen appliances, beautifully designed jewelry, toys, footwear, cookware
at this online shopping site.
J. Junglee.com
junglee.com is an online shopping service by Amazon. It enables customers to find

and discover products from online and offline retailers in India. It started as a virtual
database and with advancement in database technology, it creates a single window
market on the internet by making every item from every supplier available for
purchase, thereby saving consumers and enterprises time and money.
2.2. Factors Affecting Online Shopping
Online shopping becomes relevant in the last decade. The kind of business online
retailer are doing is proof enough that they are providing some benefits to customer
which offline shopping does not give to the customer. These are the factors affecting
online shopping:
Risk:
When customer buy products from online shopping they do not touch or feel the
product in a physical sense .Hence we understand that lot of risk is involve while
buying an online product whether it will reach us on proper time or not is also a
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concern and also there may arise a risk of product size and colour as it may differ in
real view or sense. Sometimes the product ordered is kind of damaged.
Convenience:
Online shopping is much more convenient than offline shopping. Instead of taking out
your vehicle and visit shop to shop you can just sit at your home and do the shopping.
It is convenient to sit at one place and shop the product of our choice without moving
from place to place. Once you have decided on what you want to buy the payment
process is seamless and the order is delivered to your place. Online shopping makes
things more convenient. We can have a lot of choice over there in any kind of
material we want to deal with that too without any fear of dealing with any dealer or
distributers. Online shopping is convenient in its real sense as it do not carry any
dealing with issues of asking for wanted items or issues of asking for desired kind of
items which helps in avoiding the part of waiting, asking, questioning about the
product.
Anxiety:
People’s anxiety of exploring the sites and experimenting over them is also a matter
of concern. Sometimes people those who are not very known to any sites like flip kart
,myntra or any sites they just feel like it’s a tough kind of activity over net and its
complicated in there sense as they are not very fond of doing online shopping as it
takes a time to even understand the product about its details. This particular activity
makes them irritated and anxiesious over any kind of fatal online dealings.
Previous online experience:
How has been a person’s experience in past as far as online shopping is concerned is a
major story of concern. Previous experience is what matters actually as its hamper or
sometime it keep good view or mood of people. There are two experiences one is
about good and another is about bad. Both has its own and different affect in the mind
of buyers. So these factors also influence online shopping or e shopping.
Pricing Policy:
Online retailers gets an inherent advantage in pricing as they don’t have to bear
expenses like store rent, bills etc. They can pass their price directly to customer and
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generally offer a lower price to customer than offline market. Even when shipping
charges are included than also it is better than the offline shopping. Hence, determines
the level of online shopping. Lower the price- higher the mood to demand, higher the
price –lower the demand. Price of any commodity also influences the purchasing
power of any specific buyer. Consumer generally prefer mild or normal price with
good quality and do not want to spend or expense lot for any kind of stuff. So buying
and selling both are simultaneously affected by the price of product.
Quality:
The quality of product at online sites and offline stores vary a lot and then this
determines the frequency of online shopping. Quality also carries good affecting
nature over any kind of shopping. As consumer or buyer want to have a good quality
of product as they spent their huge sum of money. In general, qualities is a primary
need over any kind of purchasing as it somewhat secure or give a good sense of
buying or kind of guarantee about the product preferred.
Online trust:
It depends on customer perception whether they trust a particular site and its product
and services. Hence the frequency of online shopping also depends upon whether they
trust a particular site or not. People are different in there nature and thoughts, some
kind of people trust online dealing some kind of people are in fear of online dealing.
Trust carry a lot of points examples- trust about the same product size quantity weight
and security etc.
Tangibility of the product:
At the store the customer gets to touch and feel the product they purchase before
buying which help the customer to take the decision to buy the product or not whether
the product will suit the customer need or not. Whether, we can and see feel a product
is also a reason which determines whether a person’s wants to go for shopping or not.
Tangibility of any product also determines the online shopping. Without touching the
preferred or desired substance nobody can get its security about the worthiness or
quality or sense of any preferred product.
Delivery time:
The product ordered by the customer in online shopping takes a minimum of six to
seven days to deliver the product to the customer. But in offline shopping the
possession of the goods is immediately transferred to the buyer. So this is a major
factor which affects the online shopping. People want a good delivery time; they
prefer to get a product in a desired time or in short time of duration. Duration is the
second major factor affecting the demand of product.
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Income:
The person whose income is more, do more online shopping as compared to the
person whose income is less. Income plays a major role to purchase online products.
Higher income people prefers to purchase online more than offline as it gives them
reliability and convenient. Higher the income higher wills the purchasing of online
product and vise-versa.
Taste and preference:
The taste and preference of the customer vary from customer to customer and time to
time, taste and preference also a factor which influences online shopping. Taste and
preference of age group also matters in online shopping. Old people buy or purchase
product for their kind of use. Young generation or teenagers use to purchase their
taste of product. Taste and preference move in tend of ages and choices. Every
customer or buyer choices are different in nature as per their ages.
Variety:
The kind of variety that a customer gets online is hard to match any product
purchased offline. The online retailer’s stock products from the entire major brand
and a customer can find any product in their listing no matter how hard to find it is in
the offline store. Online and offline both shopping provide variety of range from
various brands. Variety in it itself is the foremost dealing factor which influence the
market. Larger the variety of product in shop higher the selling and vice-versa. People
generally prefer to move where they get more variety of products.
Discreet shopping:
While buying some products like lingerie customers don’t feel comfortable to
purchase it in offline store. Shopping online is discreet and some online portals also
provide discreet shopping. Purchase of girly material are very convenient in offline
shopping as it is not dealt with any kind of uncomfortable situation. There is no
person to who is to ask for any kind of intimate product, customer can easily cope
with offline as they can go and purchase their usable items without any kind of
hesitations.
Offers:
Apart from offering products at lower price most online shopping regularly come up
with discount offers in association with bank, brand etc. Which entail customer to get
additional saving while buying products online? Offline stores only give offer or
discount during stock clearance or when the manufactures gives the discount on the
products. Online shopping always provides offers at all the time and day. In every
purchase we get some offers even if there is no festival or carnivals. Offers are a great
factor which attract customer to purchase online. Offer carry a great influence in
shopping.
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Instant gratification:
Customer buying offline gets their products as soon as they pay for it but in online
shopping customer have to wait for their product to get their product. Under normal
circumstances waiting a day or two does not matter much but when a customer want
to get the product instantly than offline shopping become necessary.
Available product and services:
Online shopping offer customers more benefit by providing more variety of goods and
services that they can choose from. There are some goods which a customer can only
find online.
2.3. Factors Affecting Offline Shopping
Offline shopping has existence since the existence of mankind. Offline shopping gives
different types of benefits to the customer. There are some factors which affect the
shopping offline those are as follow:
Less number of choices:
There are limited numbers of choices when it comes to offline shopping. The numbers
of varieties are limited. The ranges of products available in the shops are limited.
Sometimes, the stocks are old and are up for discount and sale. Basically in offline or
any shop we get less numbers of choices as it consists of manual work. We have to
choice in that less number of materials due to manual factor.
Time consuming:
It takes a lot of time to go shopping to a store. Distance from home or workplace to

the store is time consuming. It is also time consuming while trying out the outfits in a
store or even going through other products. In off-line shopping customer move one
place to another and one shop to another in search of their desired product.
Information:
What generally happens is that the information provided by a shopkeeper isn’t

correct. Also this information doesn’t always suit our needs. And we buy products
according to what they say when we ourselves don’t have adequate knowledge about
the products. Such purchases are based on goodwill when we happen to know the
shopkeepers.
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Authenticity:
Offline shopping is more authentic than online shopping. While buying the product
we can feel the texture of it and know what it’s like. We exactly know what we are
buying while buying anything offline. But in online shopping, we don’t always know
what exactly we are buying. This is because what we see on the websites is not
always what we buy when the product reaches us.
Taste and preference:
The taste and preferences of the customer change from time to time. While buying
any product from a store we have the flexibility and the choice to try out outfits. But
while buying any product from a website we don’t have this facility. Therefore,
buying offline caters more to the changing taste and preferences of the customers.
Bargaining:
In offline store a customer can do physical bargaining to the seller unlike shopping
online. In online shopping a customer cannot do bargaining as the price of the product
is fixed. Some of the customer purchased products depending upon bargaining so they
do not go for online shopping as they feel shopping online is more costly than the
market.
2.4 Significance of the Study
The consumers in today’s era have not only many stores choice, but they also have a
wide variety of channels to choose from. With the start of numerous channels (e.g.
Mobile Commerce, E-Commerce) and a continuous increase in the competition
among channels, the understanding of what incites consumers to purchase from one
channel rather than another becomes progressively important channel design and
management.
In recent years, studies distinguished another non store retail format Internet. Recent
studies investigated why consumers shop through stores, catalogs, or the Internet
(Black et al. 2002).The study contributes to the current marketing literature by
comparing the offline and online channel side-by-side. This study also contributes
hypothetically and practically to a better understanding of consumer behaviour,
particularly the online buying decision process.The two major research streams and
three distinct research phases can be identified in the online consumer behavior. The
research stream identified explores the importance of the consumer’s situation as an
important driver of online retail sales. Within this second research stream the
consumer’s situation is taken to include access issues, demographic issue, product
availability, technological familiarity, experience, trust, and brand and customer
service. Clarification of the debate as to whether it is the product attributes or the
consumer’s situation that principally drives the online purchase decision process will
Page | 18
contribute to a better understanding of consumer behaviour. The outcome of the
research will assist retailers understand why consumers search and evaluate products
online and then buy them offline and vice versa.
Mira-Bhayander is taken as area of study because no study is being done in the

context of Mira-Bhayander not even in the context of Mumbai. As Mira –Bhayander
is a steel Industry of Asia , I like to take this city as the study area. This study will
give the idea about which shopping will be best for the consumer point of view?
Which option would be preferred by the consumer to shop whether online or offline?
This study will give the clear idea about the internet shopping.
Page | 19
Chapter III
Review of Literature
The extensive literature review has been conducted to gain deeper understanding of
research about online customer and their experience. The review clarifies and
simplifies the dominant dimension consumer consider when they make any online
purchase decision. Following this, the major theoretical gap related to understanding
what and why consumers do, and do not purchase using the Internet is explored with
respect to the theories of retail change and consumer behaviour theory with particular
reference to the buying decision process. More specifically, the study examined the
interrelationships among quality, value, satisfaction, and loyalty when consumers
choose to shop online.
Li and Zhang (2002) examined the representative existing literature on consumer
online shopping attitudes and behaviour based on an analytical literature review. In
doing so, this study attempts to provide a comprehensive picture of the status of this
subfield and point out limitations and areas for future research. They decided to
restrict their search of research articles to the period of January 1998 to February
2002. The other two criteria for selection are the articles are empirical in nature, and
the articles measure at least one of the identified factors in our taxonomy they
searched three primary IS conference proceedings volumes: International
Conference on Information Systems (ICIS), Americas Conference on Information
Systems (AMCIS), and Hawaii International Conference on Systems Science (HICSS).
They also checked the reference sections of the selected articles to identify and
include additional prominent articles in this area. Three out of the five dependent
variables (consumer attitudes, intentions, and purchasing behaviour) and three out
of the five independent variables (personal characteristics, vendor/service/product
characteristics, website quality) receive the most attention. This seems to constitute
the main stream of research in this area. It is found that personal characteristics,
vender/service/product characteristics, and website quality significantly affect online
shopping attitudes, intention, and behaviour. The direct implication of these findings
is that targeting more appropriate consumer groups, improving product and/or
Page | 20
service quality, and improving website quality can positively influence consumer
attitudes and behaviour, possibly leading to increased frequency of early purchase
and replication purchases on the part of customers. This methodological matter
wants to be addressed in upcoming research so that a validated instrument can be
developed for evaluating consumer online shopping approaches and behavior.
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
variable in their study those affects the consumer to purchase 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 are 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.
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 compares 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.
Danaher et.al (2003) focused on the loyalty of the 100 brands over the online
shopping and offline shopping of 19 product of the grocery. They compared the
grocery items of both the shopping with starting model which is a new segmented of
Page | 21
Dirichlet model, this model has very dominant features which gives the exact classes
for the brand choice and also gives the real model for the purchasing behaviour. The
outcome of the study revealed that thereality of the high brands by the high market
shares bought the online shopping much greater than the expected. But in case of the
small share brand it is just reversed. However in the traditional shopping the
expectations and the observations is not at all links to the brand share.
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
influence 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 analysed 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 shopping shop one to five
times in a year from shopping sites.
Chaing and Roy (2003) focused on the consumer choice to shop on the internet and
at the physical stores during the information acquisition period. A convenience
sample of 34 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 decision to practice and use of online shopping channels. They categorised
online buying behaviour as the one who purchase from online sites and the one who
Page | 22
only browse online sites and purchase from the store, and third those who do not buy
online. The study do not covered the buyers who choose products in stores and buy
online.
Jin and Kato (2004) attempted from that eBay market watch 88% of online
gradedcards are graded 8 or above. According to Beckett price guide, the value of a
card grade 8 often doubles the value of card graded 7.This is collective to the
experiment outcomes. It was clear that most graded cardstraded online are
significantly superior in quality than ungraded cards in both retail and Online Market
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.
Hausman and Siekpe (2009) analysedan practical study in US regarding the effect of
web interface features on consumer online purchase intention. E-commerce system is
different from traditional information system. It has both features of information
system and marketing channels. It contains machine and human element. An
empirical finding shows that to know the motivation factors for online shopper,
cognitive and psychological factors do have meanings. The study finds both human
and computer factors are necessary for antecedent for online shopping.
Johnson et.al (1999) discussed to identify the factors influencing online shopping.
This paper seeks to identify web consumer’s demographic attitude toward shopping
and reasons of online buying behaviour. This survey asked member of WVTM
(Wharton virtual test market) whether they have purchased anything online. This
study conclude that the consumer shop online or use online facilities to save time. The
result of these study suggest several suggestions for the design of online shopping
environment such as shopping site should make it more suitable to buy standard to
repeat purchase items , they should provide the information needed to make a
Page | 23
purchase decision and purchasing process should be easy for the consumer. This
paper conclude that the consumer appears to value the web time saving over its cost
saving. The consumer attitude may change over time, accessibility rather than cost
saving. The results show that the people who spend more money online have a
weirder lifestyle are on the net more and receives more emails compared to the other
email users and Internet users.
Koo et.al (2008) have conducted an empirical study, they examined the motivational
effects of personal values on benefits, attributes, and re-patronage intention in the
perspective of shopping online. The study conclude that personal values of social
affiliation and self- actualization serves as underlying beliefs in shaping, consumer’s
online shopping motives. In addition online store attributes are positively related to
pre-patronage intention.
Suki and Suki (2007) conducted their study in Malaysia. This study is an empirical
study. They create a model in which they are identifying the influence of the real
value, the real risk and the actual enjoyment of the consumer of online shopping. The
consumers who are adopting the online shopping they are in the prominent risk and
the prominent indicators. The consumer of Malaysia of online shopping has a
perception about the involvement of risk in shopping and their risk is mostly related to
the security and the privacy. It includes the security and privacy of the personal
information of customer ,transaction of online shopping, the quality of the product
and the uncertainty about the product whether the product will reach the consumer or
not.
Andrew and Currim (2000) focused on expected differences in choice, behaviour of

consumer for two products categories, statistically significant difference are found
between consumers attracted to shopping online versus traditional super market with
regards to parameters describing the choice process. The study found that correlated
to traditional supermarket consumers, online shopping are less price sensitive, prefer
larger size to smaller sizes, have stronger size faithfulness. The consumer does more
broadcasting choice set effects.
Page | 24
Liu et.al (2008) addressed an empirical study on Chinese customers for shopping
online. They proposed a model of satisfaction process in the e-commerce
environment. The research work was limited to single country and may not be directly
applicable to western countries. The outcome of this study shows that customers
services are strongly, predictive of online shopping customer satisfaction. Further
delivery and customer service is very important role in Chinese market. The wide
range of commodities and competitive price is important, because online customer
can compare the price in one click. Detailed and complete product information should
be given because buying decision is only made with the decisionavailable online. The
first impression is the design of website, its content. This canimprove customer
satisfaction. Web site transaction capability is necessary element tocomplete a
transaction. Continence and easy to use function can save time and improve
satisfaction. Finally, security and privacy becomes spotlight in their findings because
ID authentication while making online transaction and credit system is not available
in China.
H and Hsu (2008) conducted a study in Taiwan. Online shopping conditions are
different from regular shopping in many ways. Shopping site look and fulfilment
systems is like front employee, second, every online deals involves number of third
parties, such as credit card clearance companies, and delivery firms. So, a new
customer satisfaction index is required, to quantity customer satisfaction in online
atmosphere. The new model customer expectation is substituted by trust and facilities
quality is exchanged by e-SQ. One more supplementary relationship introduced which
is form trust to customer faithfulness. The outcome shows that customer satisfaction
is most important features that decide online customer loyalty. Online Trust makes a
positive impact on perceived value, customer satisfaction and customer loyalty. This
result suggests that e- SQ might be more significant than other factor. There are some
deficiency of study, i.e. it is based on one -site random sample scheme which limits
the generalizability.
Kim H R (2005) examined an empirical study in UK to develop an index of online

customer satisfaction; this study integrates and applies the concept of satisfaction
from three field’s i.e. marketing, management information system (MIS) and e-
Page | 25
commerce. The main function of this paper is an exploration of the factors affecting
satisfaction. The results show that ten factors on index are good exponent of
satisfaction repurchase behaviour and repurchase intention.
Broekhuizen and Jager (2003) investigated to get a better understanding of channel

choice by developing a theoretical framework that shows the relationship between the
antecedents and mediators of perceived and purchase intention in both channels. The
result indicate the main determinants of channels choice and enables comparison
between online and offline Shoppers’s perception. The result determined the factors
that encourage or prevent consumers to engage in online shopping.
Scarborough and Lindquist (2006) studied an empirical study on E-shopping in

amultiple channel environment in which a segmentation schema is suggested based on
patterns of e-purchasing and e-browsing including browsing on the internet
withplanned purchasing in an offline channel. They examine self report of browsing
and purchasing using five specific non store channels like internet, television,
infomercial, advertising that accompanies regular television 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 wants to purchase in store setting and do not
want multiple forms of non store shopping. Other like to browse different non store
media, they extended their browsing to the internet, however keep their loyalty to
purchase in store.
Harn and Adeline (2008) focused in Malaysia about Web navigation behaviour of
Malaysian in relation to online purchasing. There finding shows that most of the
shoppers were well educated with minimum bachelor degree, their age varies between
19 to 34 and they all are unmarried. This study proved successfully that the web
navigation behaviour is important factor to determine the probability of online
purchasing, and it does not have significant affect for online purchasing decision. The
most dissatisfying factor was slow downloading rate of web pages. The finding
Page | 26
provide some insight while designing website, taking into consideration that it should
be easy to use ,attractive and user friendly with faster downloading time.
Jarvelainen (2007) analysed in her empirical study in Finland that there are many
online information seekers who choose to stop the shopping process just before the
finishing point of the transaction. The reason behind this is intensely rooted in the
internet based trust outcomes. The study focuses on e-commerce background. I-
e.Security and confidentiality issue, that how consumer select their purchasing
channels. The finding of this study shows that constancy, trust worthiness, and
usefulness as well as ease of the use of the system are essential, while the first imprint
of online seller is significant, considering the behavioural intention.
Jiang et, al (2008) shown in their empirical study about US customer worries on
internet security, while shopping over the internet can influence online buying
behaviour and these worries may lead to identify theft. A good strategy to increase
consumer trust while ordering online could be third party certification programs. The
result of this study was that displays of third party logos have direct effect on
consumer’s perception of logos, which influence the transfer of trust towards e-
retailer. This study concludes that the logos are ineffective when consumer is
unfamiliar with it or do not notice the logo display. In order to increase the customer
trust e-retailer can first target people who are experienced and knowledgeable about
online shopping and have attained a positive level of trust in e-tailer. Second
participate in well known and trustworthy third party assurance programs and work to
educate consumers about the significance of the third party logos when consumer
have low current level of trust. The media have extendedthe browsing to internet
however keep their loyalty to purchase in store.
Devaraj et.al (2006) critically analysed an empirical study in USA regarding

examination of online channel preference. He examined the behavioural and
economic features that add to online consumer's satisfaction and further head to their
preference of online channel. The results indicate that asset specificity and uncertainty
structure variables the electronic marketplace are related with the conduct constructs
such as, personalization, website design, time responsiveness, security and reliability
of the online channel. Further, it was found that, personalization, time responsiveness,
security, and reliability are also significantly linked to the consumer satisfaction
Page | 27
outcome with the channel. Website design has not 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 online
channel preference.
Hansen and Jensen (2009) conducted a study in which they seek to examine
shopping orientation and online clothing purchase across four different gender related
purchasing context. A conceptual model for understanding the impact of shopping
orientation on consumer online clothing purchase is proposed and tested both in a
general setting and across purchasing context. Questionnaires were distributed to
1,150 Danish household addresses by use of the “drop of call back” survey method.
Most adults provided response with respect to purchasing clothing for themselves and
for their partner, making a total of 906 cases distributed across the four purchasing
contexts. T tests and linear structural equation modelling were utilised to investigate
expectations and hypotheses. They found that the expected difference s in men’s and
women’s shopping orientations willingness to purchase clothing online. On average,
consumer indicate the reduced difficulty in selecting items is sorely needed when
purchasing online clothing, but when evaluated among different purchasing situations,
it is difficult to perceived in selecting items only for women. Less fun, significantly
affected online clothing purchase for men purchasing forthemselves, but not for
women.
Hahn and Kim (2009) examined the influence of consumer trust and perceived
internet confidence on consumer apparel shopping intention through internet or the
online retailer operated by a multi channel retailer. A total of 261 students in a large
US Midwestern University participated in the paper based survey and provided usable
responses. Structural equation based modelling was used to test hypothesis. They
found that the consumer trust in an online retailer was a significant predictor of
perceived internet confidence and search intention for product information through
internet retailer. Search intention for product information through the online store and
perceived internet confidence were significant and strong predictors of consumer’s
behavioural intention towards the online shopping. The findings of this study suggest
Page | 28
that retailer of offers an internet channels as part of multi-channels retail strategy and
provide consistent service throughout their various channels.
Riley et.al (2009) addressed to know why the people and from where they get
influence to purchase grocery from online shopping. This research aims to know the
role of all the factors which are situational in the process of adaption of grocery
shopping from online. Qualitative research is carried out by the researcher which
helps the researcher to gain the knowledge about the depth of the consumer of grocery
product and their behaviour. Researcher also includes the quantitative method in his
research to find the factors which influence them to purchase grocery from online
shopping. By merging both the qualitative and quantitative study the researchers find
the importance of the specific type of institution. Many shopper are found that they
starts discontinuing the online shopping of grocery once there initial point of shopping
of grocery created a problem for them they stop doing online shopping.
Lee and Littrell (2005) aimed to investigate consumers shopping values and web site
beliefs that influence their intention to shop for cultural products. They uses the
theory of reasoned action (TRA) as a framework to explain the structural
interrelationships among interest shopping values, beliefs about the web site,
shopping attitude, shopping intention. A total of 203 persons responded to an
invitation to participate in a web survey for the purpose of data analysis. They found
that the consumer beliefs the web site, especially with regards tomerchandising, both
directly and indirectly influenced the intention to shop for culturalproducts in the
future. This finding confirms TRA such as belief structure as determined of attitude
and attitude as determined of behavioural intention. The consumers who shop for
cultural products on the internet have both hedonic and utilitarian shopping values and
both these values must be addressed by internet retailers. Regular change in product
and presentation are vital for maintaining repeat patronage.
Page | 29
focused on the loyalty of the 100 brands over the online shopping and offline
shopping of 19 product of the grocery. They compared the grocery items of both the
shopping with starting model which is a new segmented of Dirichlet model, this
model has very dominant features which gives the exact classes for the brand choice
and also gives the real model for the purchasing behaviour. The outcome of the study
revealed that thereality of the high brands by the high market shares bought the online
shopping much greater than the expected. But in case of the small share brand it is
just reversed. However in the traditional shopping the expectations and the
observations is not at all links to the brand share.
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
influence 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 analysed 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 shopping shop one to five
times in a year from shopping sites.
Chaing and Roy (2003) focused on the consumer choice to shop on the internet and
at the physical stores during the information acquisition period. A convenience
sample of 34 students enrolled in undergraduate marketing class to select the product
Page | 30
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 decision to practice and use of online shopping channels. They categorised
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 do not covered the buyers who choose products in stores and buy
online.
Jin and Kato (2004) attempted from that eBay market watch 88% of online
gradedcards are graded 8 or above. According to Beckett price guide, the value of a
card grade 8 often doubles the value of card graded 7.This is collective to the
experiment outcomes. It was clear that most graded cardstraded online are
significantly superior in quality than ungraded cards in both retail and Online Market
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.
Hausman and Siekpe (2009) analysedan practical study in US regarding the effect of
web interface features on consumer online purchase intention. E-commerce system is
different from traditional information system. It has both features of information
system and marketing channels. It contains machine and human element. An
empirical finding shows that to know the motivation factors for online shopper,
cognitive and psychological factors do have meanings. The study finds both human
and computer factors are necessary for antecedent for online shopping.
Johnson et.al (1999) discussed to identify the factors influencing online shopping.
This paper seeks to identify web consumer’s demographic attitude toward shopping
and reasons of online buying behaviour. This survey asked member of WVTM
(Wharton virtual test market) whether they have purchased anything online. This
Page | 31
study conclude that the consumer shop online or use online facilities to save time. The
result of these study suggest several suggestions for the design of online shopping
environment such as shopping site should make it more suitable to buy standard to
repeat purchase items , they should provide the information needed to make a
purchase decision and purchasing process should be easy for the consumer. This
paper conclude that the consumer appears to value the web time saving over its cost
saving. The consumer attitude may change over time, accessibility rather than cost
saving. The results show that the people who spend more money online have a
weirder lifestyle are on the net more and receives more emails compared to the other
email users and Internet users.
Koo et.al (2008) have conducted an empirical study, they examined the motivational
effects of personal values on benefits, attributes, and re-patronage intention in the
perspective of shopping online. The study conclude that personal values of social
affiliation and self- actualization serves as underlying beliefs in shaping, consumer’s
online shopping motives. In addition online store attributes are positively related to
pre-patronage intention.
Suki and Suki (2007) conducted their study in Malaysia. This study is an empirical
study. They create a model in which they are identifying the influence of the real
value, the real risk and the actual enjoyment of the consumer of online shopping. The
consumers who are adopting the online shopping they are in the prominent risk and
the prominent indicators. The consumer of Malaysia of online shopping has a
perception about the involvement of risk in shopping and their risk is mostly related to
the security and the privacy. It includes the security and privacy of the personal
information of customer ,transaction of online shopping, the quality of the product
and the uncertainty about the product whether the product will reach the consumer or
not.
Andrew and Currim (2000) focused on expected differences in choice, behaviour of

consumer for two products categories, statistically significant difference are found
between consumers attracted to shopping online versus traditional super market with
regards to parameters describing the choice process. The study found that correlated
to traditional supermarket consumers, online shopping are less price sensitive, prefer
larger size to smaller sizes, have stronger size faithfulness. The consumer does more
broadcasting choice set effects.
Liu et.al (2008) addressed an empirical study on Chinese customers for shopping
online. They proposed a model of satisfaction process in the e-commerce
Page | 32
environment. The research work was limited to single country and may not be directly
applicable to western countries. The outcome of this study shows that customers
services are strongly, predictive of online shopping customer satisfaction. Further
delivery and customer service is very important role in Chinese market. The wide
range of commodities and competitive price is important, because online customer
can compare the price in one click. Detailed and complete product information should
be given because buying decision is only made with the decisionavailable online. The
first impression is the design of website, its content. This canimprove customer
satisfaction. Web site transaction capability is necessary element tocomplete a
transaction. Continence and easy to use function can save time and improve
satisfaction. Finally, security and privacy becomes spotlight in their findings because
ID authentication while making online transaction and credit system is not available
in China.
H and Hsu (2008) conducted a study in Taiwan. Online shopping conditions are
different from regular shopping in many ways. Shopping site look and fulfilment
systems is like front employee, second, every online deals involves number of third
parties, such as credit card clearance companies, and delivery firms. So, a new
customer satisfaction index is required, to quantity customer satisfaction in online
atmosphere. The new model customer expectation is substituted by trust and facilities
quality is exchanged by e-SQ. One more supplementary relationship introduced which
is form trust to customer faithfulness. The outcome shows that customer satisfaction
is most important features that decide online customer loyalty. Online Trust makes a
positive impact on perceived value, customer satisfaction and customer loyalty. This
result suggests that e- SQ might be more significant than other factor. There are some
deficiency of study, i.e. it is based on one -site random sample scheme which limits
the generalizability.
Kim H R (2005) examined an empirical study in UK to develop an index of online

customer satisfaction; this study integrates and applies the concept of satisfaction
from three field’s i.e. marketing, management information system (MIS) and e-
commerce. The main function of this paper is an exploration of the factors affecting
satisfaction. The results show that ten factors on index are good exponent of
satisfaction repurchase behaviour and repurchase intention.
Broekhuizen and Jager (2003) investigated to get a better understanding of channel

choice by developing a theoretical framework that shows the relationship between the
antecedents and mediators of perceived and purchase intention in both channels. The
result indicate the main determinants of channels choice and enables comparison
Page | 33
between online and offline Shoppers’s perception. The result determined the factors
that encourage or prevent consumers to engage in online shopping.
Scarborough and Lindquist (2006) studied an empirical study on E-shopping in

amultiple channel environment in which a segmentation schema is suggested based on
patterns of e-purchasing and e-browsing including browsing on the internet
withplanned purchasing in an offline channel. They examine self report of browsing
and purchasing using five specific non store channels like internet, television,
infomercial, advertising that accompanies regular television 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 wants to purchase in store setting and do not
want multiple forms of non store shopping. Other like to browse different non store
media, they extended their browsing to the internet, however keep their loyalty to
purchase in store.
Harn and Adeline (2008) focused in Malaysia about Web navigation behaviour of
Malaysian in relation to online purchasing. There finding shows that most of the
shoppers were well educated with minimum bachelor degree, their age varies between
19 to 34 and they all are unmarried. This study proved successfully that the web
navigation behaviour is important factor to determine the probability of online
purchasing, and it does not have significant affect for online purchasing decision. The
most dissatisfying factor was slow downloading rate of web pages. The finding
provide some insight while designing website, taking into consideration that it should
be easy to use ,attractive and user friendly with faster downloading time.
Jarvelainen (2007) analysed in her empirical study in Finland that there are many
online information seekers who choose to stop the shopping process just before the
finishing point of the transaction. The reason behind this is intensely rooted in the
internet based trust outcomes. The study focuses on e-commerce background. I-
e.Security and confidentiality issue, that how consumer select their purchasing
channels. The finding of this study shows that constancy, trust worthiness, and
usefulness as well as ease of the use of the system are essential, while the first imprint
of online seller is significant, considering the behavioural intention.
Jiang et, al (2008) shown in their empirical study about US customer worries on
internet security, while shopping over the internet can influence online buying
behaviour and these worries may lead to identify theft. A good strategy to increase
consumer trust while ordering online could be third party certification programs. The
result of this study was that displays of third party logos have direct effect on
Page | 34
consumer’s perception of logos, which influence the transfer of trust towards e-
retailer. This study concludes that the logos are ineffective when consumer is
unfamiliar with it or do not notice the logo display. In order to increase the customer
trust e-retailer can first target people who are experienced and knowledgeable about
online shopping and have attained a positive level of trust in e-tailer. Second
participate in well known and trustworthy third party assurance programs and work to
educate consumers about the significance of the third party logos when consumer
have low current level of trust. The media have extendedthe browsing to internet
however keep their loyalty to purchase in store.
Devaraj et.al (2006) critically analysed an empirical study in USA regarding

examination of online channel preference. He examined the behavioural and
economic features that add to online consumer's satisfaction and further head to their
preference of online channel. The results indicate that asset specificity and uncertainty
structure variables the electronic marketplace are related with the conduct constructs
such as, personalization, website design, time responsiveness, security and reliability
of the online channel. Further, it was found that, personalization, time responsiveness,
security, and reliability are also significantly linked to the consumer satisfaction
outcome with the channel. Website design has not 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 online
channel preference.
Hansen and Jensen (2009) conducted a study in which they seek to examine
shopping orientation and online clothing purchase across four different gender related
purchasing context. A conceptual model for understanding the impact of shopping
orientation on consumer online clothing purchase is proposed and tested both in a
general setting and across purchasing context. Questionnaires were distributed to
1,150 Danish household addresses by use of the “drop of call back” survey method.
Most adults provided response with respect to purchasing clothing for themselves and
for their partner, making a total of 906 cases distributed across the four purchasing
contexts. T tests and linear structural equation modelling were utilised to investigate
expectations and hypotheses. They found that the expected difference s in men’s and
women’s shopping orientations willingness to purchase clothing online. On average,
consumer indicate the reduced difficulty in selecting items is sorely needed when
purchasing online clothing, but when evaluated among different purchasing situations,
it is difficult to perceived in selecting items only for women. Less fun, significantly
affected online clothing purchase for men purchasing forthemselves, but not for
women.
Page | 35
Hahn and Kim (2009) examined the influence of consumer trust and perceived
internet confidence on consumer apparel shopping intention through internet or the
online retailer operated by a multi channel retailer. A total of 261 students in a large
US Midwestern University participated in the paper based survey and provided usable
responses. Structural equation based modelling was used to test hypothesis. They
found that the consumer trust in an online retailer was a significant predictor of
perceived internet confidence and search intention for product information through
internet retailer. Search intention for product information through the online store and
perceived internet confidence were significant and strong predictors of consumer’s
behavioural intention towards the online shopping. The findings of this study suggest
that retailer of offers an internet channels as part of multi-channels retail strategy and
provide consistent service throughout their various channels.
Riley et.al (2009) addressed to know why the people and from where they get
influence to purchase grocery from online shopping. This research aims to know the
role of all the factors which are situational in the process of adaption of grocery
shopping from online. Qualitative research is carried out by the researcher which
helps the researcher to gain the knowledge about the depth of the consumer of grocery
product and their behaviour. Researcher also includes the quantitative method in his
research to find the factors which influence them to purchase grocery from online
shopping. By merging both the qualitative and quantitative study the researchers find
the importance of the specific type of institution. Many shopper are found that they
starts discontinuing the online shopping of grocery once there initial point of shopping
of grocery created a problem for them they stop doing online shopping.
Lee and Littrell (2005) aimed to investigate consumers shopping values and web site
beliefs that influence their intention to shop for cultural products. They uses the
theory of reasoned action (TRA) as a framework to explain the structural
interrelationships among interest shopping values, beliefs about the web site,
shopping attitude, shopping intention. A total of 203 persons responded to an
invitation to participate in a web survey for the purpose of data analysis. They found
that the consumer beliefs the web site, especially with regards tomerchandising, both
directly and indirectly influenced the intention to shop for culturalproducts in the
future. This finding confirms TRA such as belief structure as determined of attitude
and attitude as determined of behavioural intention. The consumers who shop for
cultural products on the internet have both hedonic and utilitarian shopping values and
both these values must be addressed by internet retailers. Regular change in product
and presentation are vital for maintaining repeat patronage.
Page | 36
Chapter IV
4.1 Research methodology
This part of study defines all the process of data collection. When it comes to data
collection, there are two methods in general used by researcher to collect data,
primaryand secondary method. Primary method includes observation method,
interview/questionnaire method, and case study method. Secondary method is
themethod in which already collected data. The present study is based on combination
of both qualitative and quantitative data. The qualitative data is collected through the
sampling from the consumer. Random consumer is selected for the sampling purpose.
The sample individual is selected from different age group, different sex and from
different location of Rourkela. The different group of people including student,
employee and unemployed, housewives, etc are considered as sample for the study.
(a)Sampling:
The target group is of different age, different age group people are considered because
to know whether which group of people are involved more in the online shopping and
which group of people is not confined to shop online. There are four division of age
group in the questionnaire to examine which group is going for more online shopping
and which group is going for more offline shopping.
(b)Sample size:
Determining the size of sample that is needed for a particular piece of research. For
this research 52 sample size is taken for the interviews. From this sample size the
calculation of simple percentages for each variable is done.
4.2 Objective
The present study broadly on the online shopping, specifically the objectives are:
(a) To analyse the significant difference between the online and offline consumer
groups in terms of demographic, technology use, availability and attitude of the
consumer.
(b) To examine the factors influencing the consumer to switch from the offline
shopping to online shopping and online to offline shopping.
(c) The factor influencing the consumer to shop solely online and solely offline.
(d) To analyse whether the qualification of the consumer affect the online shopping.
Page | 37
Chapter . V
5.1 Data Analysis and Interpretation
The study was conducted in the Mira – Bhayander, Mumbai. Mira – Bhayander is
established area. It is a urban area. This following section will be mainly focusing on
the demographic characteristics of the study area in terms of the respondent.
5.2 Respondent
Source: Google Survey
52 respondents were taken into consideration for the study. The graph representation
shows the percentage of Respondent who are doing online shopping. It shows
Maximum People Prefer Online Shopping. This means that more of the Respondents
involved on the shopping. This gives a general idea that People prefers online
shopping rather then offline.
Page | 38
Source: Survey Data and Author’s calculation
52respondents were taken into consideration for the study. The graph representation
shows the percentage that who buys the product online and other who does not buys
any product from online market they mostly prefers offline markets. It shows 90.4%
who buys product online while 9.6% people preffered offline shops . This means that
more of the people involved in the online shopping. This gives a general idea of the
people who is more involved in the online shopping.
Page | 39
The above graph representation shows the percentage of respondent category who opt
for online shopping. Some of the respondents says that online shopping is beneficial
for the consumer and some of the says that it is not beneficial for the consumers.
From 100% of the response 86.5% people says that online shopping is beneficial for
the consumers. Remaining 13.5% People says that it is not beneficial for consumers.
It was seen that the population mostly opt for online shopping because of their
changing life style. This makes them shop more online where they can save their time
and also maintain their status. This online shopping not only fulfils customers need
but alsosave money and time of Buyers.
Page | 40
The shopping sites does not provide any kind of gurantee and warrantee for the
product. The above graph representation shows the percentage of respondent category
who opt for online shopping. Some of the respondents says that online shopping gives
sites provides the guarantee for the products . And the other hand some says that
shopping sites does not provide any kind of gurantee and warrantee for the product.
The above graph says that 73.1% people are agrees that online shopping sites always
provides the guarantee for the product. On the other hand 26.9% people are not
agreed that online shopping sites does not provide any kind if guarantee or warrantee
for the product.
Page | 41
4- online shopping is time consuming ?
46.20% Yes
54.80% No
The above PIE CHART shows that some of the people says that online shopping is
time consuming and it shows already in the graph. On the other hand some of the
people says that online shopping is not a time consuming market. The respondents
given the response as 53.8% People says it is not time consuming and 46.2% people
says that it is time consuming.
When I question this to everyone they given almost similar answer so we assumes that
offline market and online markets are take same time as comparison to the offline.
Page | 42
5- Which online shopping site you use most?
52 response
Sales
1.90%
1.90%
1.90%
3.80%
Amazon
Flipkart
ShopClues
30.80%
Paytm
59.60%
Malum Nahi
Club Factory
The above graphical representation shows the category of Shopping sites which
people uses most. The major customers who use online shopping to fulfil their need
they mostly prefers ‘Amazon’. Respondents of 59.60% of people uses
‘Amazon.Com’. which is most as the samples taken. The Second option in online
shopping i.e ‘FlipKart’. People chooses Flipkart as a second option with 30.80%.
which is second most as in the sample. After that people has some divisions for the
third choice between the online shopping sites. Apart from amazon and flipkart
‘ShopClues’ was third favourites as in the samples size. ShopClues got 3.80% Votes
from the respondents. After that Respondents given almost similar response as they
choose ‘Club Factory’ and ‘Paytm’ Some of the respondent says he/she says they had
no idea where they purchase anything online.
Page | 43
When I was asked this question to the respondents they got attracted and many of
them says that they definitely does the comparison between the products. And also
The Graph clearly shows what customers think about online shopping, with 76.9% of
the people think Comparison is better between online and offline products. On the
other hand some people were disagree that they don’t compare the products . They
just buys the product without any hesitation. The respondents who were not agree
with the comparison . 23.1% Respondents were not agree with the comparison with
online and offline products.
Page | 44
When I Ask the question that which payment method they were use to make the
payment while purchasing online. Most of the respondent replied on that particular
question. Responsing the Question 63.5% of the respondents says that they were
preferred for ‘Cash On Delivery’ payment method which is high in the response.
Generally respondents doesn’t believe on online payment method. Apart from this
some of the respondents says that they make online payment for the products while
purchasing online products. Respondents 34.6% People says that they believe in
online payment. Also some people used some vouchers to get the product free. 1.9%
People used vouchers to get the online products free.
Page | 45
The above graph representation shows the presentation of how much peoples are
agree and disagree with the payment of online they fear that online payment may be
risk of fraud and many other data frauds.
Overhere I noticed that almost 50%-50% of the respondents were agree with the
online payment and other were disagree with the online payment. When starts
questioning about online payment is safe for the online shopping. It gives the result
that 53.8% people were disagree with the online payment. On another part 46.2%
Respondents were agreed with that online payment is safe for the online payment.
Page | 46
The above Pie-chart shows the data of the information provided by the online
shopping sites are easy to read or it is tough to read the or getting the things properly.
The respondents tells us about the facts of online shopping sites about the easy to read
content available on the shopping site. From the 100% respondents 76.9% people
were agree with whatever things were written on the shopping site is easy to read and
getting the things properly. Apart from this 23.1% Respondents were disagree with
the content which is written on the shopping sites were not easy to read and get the
things properly.
Generally the contents were written on the shopping sites easily readale sometimes it
does’t.
Page | 47
10 - Long time required for the delivery of the product in online shopping ?
52 responses
Sales
1.90%
1.90%
11.50%
Yes
No
Non Branded
84.60% Depends
The most preferred website for online shopping is Amazon currently. First of all Flip
Kart was the only site for online shopping in the country for many years later when
other sites came into picture its market went down, still Flip Kart was at their most
preferred site and Amazon also make their mark as its marketing done properly with
superior brand quality of products and services over other sites. When I asked about
the delivery of the product while purchasing online. Most of the respondents were
given similar type of answer. Some of the respondents say it does not take too much
time. In the Sample as we taken 84.6% of the respondents says that it takes log time to
deliver the product. 11.5% respondents says that it not takes much time. 1.9-1.9%
respondents says that it depends on the branded shopping site and depends on the cost
of the products purchased online.
Page | 48
When I was ask about the online payment purpose does it safe for the online payment
some of the respondents says yes and some of them replied as no. So again a question
raised in my mind that ‘ is there any risk for theft of identity?’. On this question I
have got adjunct 50-50% response from the respondents.
Respondents positively given the answers, so I assumes that the respondents were not
sure about the theft of the identity in online shopping. From all 100% respondents
50% respondents were says yes it is risk of theft of identity. Other 50% respondents
says No there is no risk of theft of identity.
Page | 49
Generally, everybody avoids that no one should destroy the privacy of the particular
individuals. Everybody take care itself their own privacy . Everybody given the
positive reply on the question that I was asked. When again I asked about loss of
privacy then 55.8% respondents given me negative reply i.e they don’t think that it
will be any loss of privacy case. Another hand some of the respondents i.e 44.2% of
the sample size thinks that it may be loss of privacy.
Page | 50
People were very energetic towards the online shopping as compare to the offline.
Most of the respondents were says that they generally prefers online shopping to save
their time and money as well. Because in online markets there was products that we
purchases bit cheaper.
When I asked for review of the product it means any difference among the products
which shows in the picture and actual? . They given me reply as 64.7% respondents
says yes there is difference between the products. Apart from this 35.3% respondents
says that it is acual product which shows on the shopping site which is seen in the
picture.
Page | 51
When I asked that question people were not sure that which shopping is better. They
were really confused in between the online shopping and offline shopping. One of
Respondent says that…
“Online shopping is useful in the sense of time saving. Otherwise i will go with
offline for better quality and on the spot delivery of the product.”
Some of says “Both are good on their own sector.” Apart from this Some
Respondents Says that “Online Shopping is useful.” And Also Online shopping saves
time of the consumer.
Page | 52
Talking about the benefits and drawback according to respondents, Some of

Respondents says that The biggest drawback is online payment. Online payment is
biggest drawback in online shopping. Some respondents says that got wrong product
on the order of online and also they pay for that product.
Talking about the benefit of online shopping they get many more products in online
shopping at a time. Customers get always new products on the online shopping sites.
Many respondents doesn’t got any drawback as well.
Page | 53
Chapter V
5.1 Conclusion :
Due to fast moving lifestyle, online shopping has been growing drastically in India.
With developed internet penetration, increasing adoption of devices like smartphones,
tablets, and laptops, and access to the Internet and the shift in buying behavior 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. The research indicates that shift in buying behavior towards online is positive
due to reasons like cash on delivery, discounts, schemes & quality of products
offered. Increasing awareness towards use of internet, satisfactorily results in online
shopping, rise in standard of living, occupation, influence of friends and attractive
offers had affected purchase decision making. Youth contributes a considerable
proportion of the online users
with India’s youth comprising a significantly larger share than global internet users.
‘Y’ generation which are youths between the age group of 18-35 years were mostly
attracted towards online shopping of electronic product through smart phones.
Flipkart as India’s leading e-retailer has revolutionized online shopping like never
before maintains top position on consumers mind followed by Snapdeal & Amazon.
Flipkart to retain top position it needs to offer better schemes & offers with superior
quality and service.
With nearly one-third of internet users already making purchases online, the e-retail
growth will rely more on increased spending from existing buyers than first-time
online buyers. When it comes to liking most about online shopping, most of the e-
consumers likes cheaper prices as their primary motivation for shopping electronic
products online and Cash on delivery is the most preferred payment method.
E-consumers decision making mostly influenced by marketing influences like the

Price, Advertisements on TV, Newspapers & Magazines, Free samples, Quality of
product & Brand Image impacts most on consumers’ willingness to buy online.
Overall, most of e-consumers reported to have satisfied experience with the quality
and services offered to them by e-retailers. Hence the study directs the e-retailers that
they should focus on these important aspects in order to attract the more customers
towards online shopping.
Page | 54
While Studying on the topic Online Shopping I just wanted to inform that how we can
order online . I thought that this point could be very crucial for the online shopping.
The diagram given below will help us alot to know how to order products online fom
online markets.
6.2 SUGGESTIONS :
I have made personal contact with the respondents who have purchased products and
services through online. It is concluded that most of the respondents have a good
opinion about online shopping, though there are so many problems to be improved by
the vendors and service providers.
These suggestions are as follows:
• As there are no proper laws for online purchases, they have to be implemented to
prevent the anonymous intruders. This will help to maintain security and private
Page | 55
information properly concerning the respondents. So the website developers and
service providers should take necessary steps to overcome this problem.
• Web based technologies upgrades creative conceptualization that would improve the
response from technology savvy consumers. So the firm have to invest in such new
technologies.
• Internet environment has to be improved in the areas of art, dynamic and interactive
techniques. This improvement will give more visual appeal.
• One of the major drawbacks that the respondents have felt is no proper
returning policy to the product. After getting opinion from the respondent if the above
said problem occurs, then they should be guided in a proper way to return the product.
This will create a good website reputation and repurchasing power of the respondents.
• The vendors and service providers should avoid hidden charges. This will help to
avoid increase in price of product.
• The corporate vendors and other types of online vendors should start service centers
in all major cities. In case of foreign companies, they should direct the nearest service
centers.
6.3 Bibliography
www.google.com
www.wikipedia.com
www.shodhganga.ac.in
www.googlesurvey.in
Page | 56

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UNIVERSITY OF MUMBAI

STUDY ON ONLINE SHOPPING

SHANKAR NARAYAN COLLEGE OF ARTS AND COMMERCE

I take this opportunity to highlight the valuable contribution of M.com coordinator

1.2 History 6-7

1.3 Online Payment System 7-8

1.4 Product selection System 8

2 2.1 Top Shopping Web Sides in India 9-13

2.2 Factors Affecting Online Shopping 13-17

2.3 Factors Affecting Offline Shopping 17-18

2.4 Significance of the Study 18-19

3 Review of Literature 20-36

4 4.1 Research methodology 36-37

5 5.1 Data Analysis and Interpretation 39-53

6 6.1 Conclusion 54-55

6.2 Suggestions 55-56

Online shopping is a form of electronic commerce which allows consumers to directly

An online shop evokes the physical analogy of buying products or services at a

1.3 Online payment system:

• Billing to mobile phones and landlines

• Cash on delivery (C.O.D.)

• Direct debit in some countries

• Electronic money of various types

• Postal money order

• Wire transfer/delivery on payment

• Invoice, especially popular in some markets/countries, such as Switzerland

• Bitcoin or other cryptocurrencies

1.4 Product Selection system:-

completed electronically and interactively in real- time.

2.1 Top Shopping WebSites in India

Best Indian Online Shopping Websites List

(Aldrich Archive, 1982) online shopping is invented by a English entrepreneur

Myntra is an Indian e-commerce site which is acquired by the flipkart.com in 2014. It

Pepperfry.com is an Indian e-commerce portal which offers Online Furniture

junglee.com is an online shopping service by Amazon. It enables customers to find

2.2. Factors Affecting Online Shopping

Previous online experience:

Tangibility of the product:

Taste and preference:

Available product and services:

2.3. Factors Affecting Offline Shopping

Less number of choices:

It takes a lot of time to go shopping to a store. Distance from home or workplace to

What generally happens is that the information provided by a shopkeeper isn’t

Taste and preference:

2.4 Significance of the Study

Mira-Bhayander is taken as area of study because no study is being done in the

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

Andrew and Currim (2000) focused on expected differences in choice, behaviour of

Kim H R (2005) examined an empirical study in UK to develop an index of online

Broekhuizen and Jager (2003) investigated to get a better understanding of channel

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

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

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

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

Andrew and Currim (2000) focused on expected differences in choice, behaviour of

Kim H R (2005) examined an empirical study in UK to develop an index of online

Broekhuizen and Jager (2003) investigated to get a better understanding of channel

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

browse or purchase online, different in their use of multichannel options related to

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

4.1 Research methodology