A STUDY ON CUSTOMER SATISFACTION TOWARDS

ONLINE SHOPPING WITH SPECIAL REFERENCE TO

ANNUR THALUK

PROJECT REPORT

SUBMITTED TO:

The Bharathiar University in partial fulfilment of the requirements for the award of the
Degree of Master of Commerce

SUBMITTED BY:

JERIN SOFIA J 223AA0716

Exam Code: Course Code:

Under the supervision and Guidance of

Dr. S.V. Revathi

Assistant Professor

Department of Commerce

PPG COLLEGE OF ARTS AND SCIENCE

COIMBATORE

2022-24
 MARCH 2024

BHARATHIAR UNIVERSITY

PPG COLLEGE OF ARTS AND SCIENCE

DEPARTMENT OF COMMERCE

CERTIFICATE

This is to certify that the project entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS ONLINE SHOPPING WITH
SPECIAL REFERENCE TO ANNUR THALUK” is a bona fide work done by
JERIN SOFIA J (223AA0716) under the guidance and supervision in partial fulfilment of
the requirements for the award of Degree of Master of Commerce of the Bharathiar
University.

Dr. V. Sivakumar Dr. N. Muthumani

Head of Department Principal Internal Examiner

Place: Coimbatore External Examiner

Date:
 DECLARATION

I am the Fourth semester M.Com student of PPG College of Arts and Science,
Coimabtore Bharathiar University, do hereby declare that this Project work “A STUDY
ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING WITH
SPECIAL REFERENCE TO ANNUR THALUK” under the guidance of Dr. S.V. Revathi,
Assistant Professor, Department of Commerce, is the result of original work done during the
project time. The matter included in this report is not a reproduction of any source. I am declaring
that this project report has not been submitted elsewhere for any other degree.

JERIN SOFIA J 223AA0716

 ACKNOWLEDGEMENT

We would like to express our utmost gratitude to the BHARATHIAR UNIVERSITY for
providing opportunity to me to pursue the project as a partial fulfilment of the
requirements for the M.com degree.

Iam highly indebted to the Principal Dr. N. Muthumani for her immense concern and
assistance for the preparation for this project report. Iam extend my sincere gratitude to
Dr. V. Sivakumar, HOD of Commerce Department for his continuous encouragement,
support and guidance during the course of the work. It is with humble sense and gratitude
with heartfelt appreciation to my guide Assistant Professor Dr. S.V. Revathi whose
estimable aid, keen surveillance, support, continued inspiration, valuable guidance and
meticulous supervision throughout the project and to bring this project a successful
completion.

Iam grateful to my parents and friends who have encouraged and supported as in
completion of this project. Above all without the grace of God I wouldn’t have done and
completed this project.

JERIN SOFIA J 223AA0716

 CONTENTS

CHAPTER PAGE
TITLE
NO. NO.
INTRODUCTION
INTRODUCTION OF THE STUDY
E-COMMERCE
ONLINE SHOPPING
HISTORY OF ONLINE SHOPPING
GROWTH IN ONLINE SHOPPERS
Chapter GROWTH OF ONLIINE SHOPPING IN INDIA IN 2023-24
CUSTOMERS
I CONSUMER’S BUYING BEHAVIOR IN DIGITAL
ENVIRONMENT
PRODUCT SELECTION
PAYMENT
PRODUCT DELIVERY
SHOPPING CART SYSTEMS
DESIGN
MARKET SHARE
MARKET ANALYSIS
ADVANTAGES
DISADVANTAGES
STATEMENT OF THE PROBLEM
NATURE AND SCOPE OF THE STUDY
OBJECTIVES OF THE STUDY
LIMITATIONS
CHAPTERISATION

REVIEW OF LITERATURE
REVIEW OF LITERATURE
Chapter RESEARCH METHODOLOGY
II AGGREGATION
IMPACT OF REVIEW ON CUSTOMER’S BEHAVIOR
BEST ONLINE SHOPPING SITES IN INDIA
DIGITAL PRODUCTS
BEST E-COMMERCE PLATFORMS TO SELL DIGITAL
PRODUCTS
Chapter THEORETICAL BACKGROUND AND
III SECONDARY DATA

Chapter DATA ANALYSIS AND INTERPRETATION

IV

Chapter FINDINGS AND SUGGESTIONS

V
Chapter CONCLUSIONS
VI BIBLIOGRAPHY
QUESTIONNAIRE
 LIST OF TABLES

TABLE TITLE PAGE

NO. NO.
1 AGE WISE CLASSIFICATION OF RESPONDENTS

2 GENDER WISE CLASSIFICATION OF RESPONDENTS

3 OCCUPATION OF RESPONDENTS
4 REASON FOR CHOOSING ONLINE SHOPS
5 APPS PREFERRED FOR ONLINE SHOPPING
6 FREQUENCY OF CONDUCTING ONLINE SHOPPING
7 WHETHER ONLINE SHOPPING IS AFFORDABLE
8 WHETHER ONLINE SHOPPING INFLUENCED DURING
PANDEMIC DAYS
9 MOST PREFERRED MODE OF PAYMENT
10 TIME SPENT PER VISIT
11 WHETHER DAILY USE PRODUCTS ARE CONVENIENT TO
PURCHASE THROUGH ONLINE PLATFORMS
12 RATING OF THE QUALITY OF THE PRODUCTS BOUGHT
ONLINE
13 WHETHER EXPERIENCED ANY INCONVENIENCE IN ONLINE
SHOPPING
14 SATISFACTION FORM ONLINE SHOPPING
15 SATISFACTION FORM THE SPEED OF DELIVERY OF THE
PRODUCTS
16 WHETHER RECOMMENDED ONLINE SHOPPING TO
FRIENDS/RELATIVES
17 BIGGEST CHALLENGE FACED IN ONLINE SHOPPING
18 AMOUNT SPENT ON ONLINE SHOPPING PER MONTH
19 WHETHER AGREE WITH REPURCHASING/REPLACING OF
ANY PRODUCT
20 WHETHER ENJOYING THE ONLINE SHOPPING EXPERIENCE
21 WHETHER SHOPPING THROUGH ONLINE PLATFORMS HELP
TO FIND VARIETY OF PRODUCTS
 LIST OF FIGURES

TABLE TITLE PAGE

NO. NO.
1 AGE WISE CLASSIFICATION OF RESPONDENTS
2 GENDER WISE CLASSIFICATION OF RESPONDENTS
3 OCCUPATION OF RESPONDENTS
4 REASON FOR CHOOSING ONLINE SHOPS
5 APPS PREFERRED FOR ONLINE SHOPPING
6 FREQUENCY OF CONDUCTING ONLINE SHOPPING
7 WHETHER ONLINE SHOPPING IS AFFORDABLE
8 WHETHER ONLINE SHOPPING INFLUENCED DURING
PANDEMIC DAYS
9 MOST PREFERRED MODE OF PAYMENT
10 TIME SPENT PER VISIT
11 WHETHER DAILY USE PRODUCTS ARE CONVENIENT TO
PURCHASE THROUGH ONLINE PLATFORMS
12 RATING OF THE QUALITY OF THE PRODUCTS BOUGHT
ONLINE
13 WHETHER EXPERIENCED ANY INCONVENIENCE IN ONLINE
SHOPPING
14 SATISFACTION FORM ONLINE SHOPPING
15 SATISFACTION FORM THE SPEED OF DELIVERY OF THE
PRODUCTS
16 WHETHER RECOMMENDED ONLINE SHOPPING TO
FRIENDS/RELATIVES
17 BIGGEST CHALLENGE FACED IN ONLINE SHOPPING
18 AMOUNT SPENT ON ONLINE SHOPPING PER MONTH
19 WHETHER AGREE WITH REPURCHASING/REPLACING OF ANY
PRODUCT
20 WHETHER ENJOYING THE ONLINE SHOPPING EXPERIENCE
21 WHETHER SHOPPING THROUGH ONLINE PLATFORMS HELP
TO FIND VARIETY OF PRODUCTS
 CHAPTER I

INTRODUCTION OF THE STUDY

[1]
INTRODUCTION

Online shopping is the process whereby consumers directly buy goods,

services etc. from a seller interactively in real-time without an intermediary service
over the internet. Online shopping is the process of buying goods and services from
merchants who sell on the internet. Since the emergence of the World Wide Web,
merchants have sought to sell their products to people who surf the internet. Shoppers
can visit web stores from the comfort of their homes and shop as they sit in front of
the computer. Consumers buy a variety of items from online stores.

In fact, people can purchase just anything from companies that provide their
products online. Books, clothing, household appliances, toys, hardware, software and
health insurance are just some of the hundreds of products consumers can buy from an
online store.

Many people choose to conduct online shopping because of the convenience.

Online shopping allows you to browse through endless possibilities, and even offers
merchandise that is unavailable in stores.

Shopping via internet eliminates the need to shift through a store’s products with
potential buys like pants, shirts, belts and shoes all slung over one arm. Online
shopping also eliminates the catchy, yet irritating music, as well as the hundreds, if
not thousands, of other like-minded individuals who seem to have decided to shop on
the same day.

The central concept of the application is to allow the consumer to shop virtually
using the Internet and allow customers to buy the items and articles of their desire
from the store. The information pertaining to the products are stores on the server side
(store). The Server process the customers and the customers and the items are shipped
to the address submitted by them. The application was designed into two modules first
is for the customers who wish to buy the articles. Second is for the storekeepers who
maintains and updates the information pertaining to the articles and those of the
customers.

The end user of this product is departmental store where the application is hosted
on the web and the administrator maintains the database. The application which is
deployed at the customer database, the details of the items are brought forward from

[2]
the database for the customer view based on the selection through the menu and the
database of all the products are updated at the end of each transaction. Data entry into
the application can be done through various screens designed for various level of
users. Once the authorized personnel feed the relevant data into the system, several
reports could be generated as per the security.

E-COMMERCE

Ecommerce is the buying and selling of goods or services on internet. It

encompasses a wide variety of data, systems, and tools for online buyers and sellers,
including mobile shopping and online payment encryption.

Most business with ecommerce presence uses an ecommerce store or an

ecommerce platform to conduct online marketing and sales activities and to oversee
logistics and fulfillment.

ONLINE SHOPPING

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 or
a mobile app. Consumers find a product of interest by visiting the website of the seller
directly or by searching among alternative vendors using a shopping search engine,
which displays the same product's availability and pricing at different sellers.

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

regular "bricks-and-mortar" 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 business, 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 usually 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, a
debit card. Most famous online shopping apps are Flipkart, Amazon, Ajio, Myntra
etc.

[3]
 HISTORY OF ONLINE SHOPPING

One of the earliest forms of trade conducted online was IBM's (International
Business Machines) Online Transaction Processing (OLTP) developed in the 1960s
and it allowed the processing of financial transactions in real-time. The
Computerized Ticket Reservation System developed for American Airlines was one
of its applications. 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. 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.

GROWTH IN ONLINE SHOPPERS

Throughout the world online buying has grown exponentially. Growth of online
shopping has been characterized by strong consumer demands & the increasing
number and type of good available. As the number of Smartphone and internet users
increased, the horizons of online marketing has been widened. According to
researchers, Indians are increasingly demonstrating their increased acceptance of
mobile based payment methods. More over the number of consumers has increased
drastically.

GROWTH OF ONLINE SHOPPING IN INDIA IN 2023-2024

. The number and value of online sales are on an upward trajectory. In fact, in
2024 global ecommerce sales will likely surpass $7 trillion in value. This growth is being
fueled by a number of factors, including the rise of mobile shopping, the growth of social
media, and the increasing popularity of subscription services. The sector is driven by
personalized advertisements, attractive discounts, quick delivery and return infrastructure
and a high penetration rate of smart phones. This online shopping system combined with
the comfort of being at home and getting all your choices delivered to your doorstep has
turned the tables for the online shopping sector quite significantly

[4]
CUSTOMERS

Online customers must have access to the Internet and a valid method of
payment in order to complete a transaction. Generally, higher levels of education and
personal income correspond to more favorable perceptions of shopping online.
Increased exposure to technology also increases the probability of developing
favorable attitudes towards new shopping channels.

CUSTOMER’S BUYING BEHAVIOUR IN DIGITAL

ENVIRONMENT

The marketing around the digital environment, customer’s buying behavior may
not be influenced and controlled by the brand and firm, when they make a buying
decision that might concern the interactions with search engine, recommendations,
online reviews and other information. With the quickly separate of the digital device
environment, people are more likely to use their mobile phones, computers, tablets
and other digital devices to gather information. In other words, the digital
environment has a growing effect on consumer’s mind and buying behavior. In an
online shopping environment, interactive decision may have an influence on aid
customer decision making. Each customer is becoming more interactive, and though
online reviews customers can influence other potential buyers’ behaviors. In addition,
not only those reviews, people more rely on other people’s post information about
product commends on social media. There will shows common problems in the past
and some solutions or comments of the merchants will be attached for customer
reference.

E-commerce has made life simple and innovative of individuals and groups;
consumer Behavior in online shopping is different from the physical market where he
has access to see the product. Price, time saving and convenience were identified as
important factors which affects the consumer’s behavior.

PRODUCT SELECTION

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

[5]
adjust quantities, like filling a physical shopping cart or basket in a conventional
store. A “checkout” process follows 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.

PAYMENT

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

 Bitcoin or other crypto currencies
 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

PRODUCT DELIVERY

While free shipping remains important, consumers increasingly want convenience,

including being able to pick up orders at local stores or lockers. Loyalty programs
with shipping perks are popular, and many are concerned about how delivery choices
affect the environment.

An effective product delivery process increases quality and improves the

satisfaction of the client and enhances the products agility.

[6]
 SHOPPING CART SYSTEMS

Simple shopping cart systems allow the off-line administration of products and
categories. The shop is then generated as HTML files and graphics that can be
uploaded to a web space. The systems do not use an online database. A high- end
solution can be bought or rented as a stand-alone program or as an addition to an
enterprise resource planning program. It is usually installed on the company’s web
server and may integrate into the existing supply chain so that ordering, payment,
delivery, accounting and warehousing can be automated to a large extent. Other
solutions allow the user to register and create an online shop on a portal that hosts
multiple shops simultaneously from one back office.

DESIGN

Customers are attracted to online shopping not only because of high levels of
convenience, but also because of broader selections, competitive pricing, and greater
access to information. Business organizations seek to offer online shopping not only
because it is of much lower cost compared to bricks and mortar stores, but also
because it offers access to a worldwide market, increases customer value, and builds
sustainable capabilities.

Information load

Designers of online shops are concerned with the effects of information load.
Information load is a product of the spatial and temporal arrangements of stimuli in
the web store. Compared with conventional retail shopping, the information
environment of virtual shopping is enhanced by providing additional product
information such as comparative products and services, as well as various alternatives
and attributes of each alternative, etc. Two major dimensions of information load are
complexity and novelty. Complexity refers to the number of different elements or
features of a site, often the result of increased information diversity. Novelty involves
the unexpected, suppressed, new, or unfamiliar aspects of the site. The novelty
dimension may keep consumers exploring a shopping site, whereas the complexity
dimension may induce impulse purchases.

[7]
Consumer needs and expectations

According to the output of a research report by Western Michigan

University published in 2005, an e-commerce website does not have to be good
looking with listing on a lot of search engines. It must build relationships with
customers to make money. The report also suggests that a website must leave a
positive impression on the customers, giving them a reason to come back. However,
recent research has proven that sites with higher focus on efficiency, convenience,
and personalized services increased the customers motivation to make purchases.

User interface

The most important factors determining whether customers return to a website are
ease of use and the presence of user-friendly features. [40] Usability testing is important
for finding problems and improvements in a web site. Methods for evaluating
usability include heuristic evaluation, cognitive walkthrough, and user testing. Each
technique has its own characteristics and emphasizes different aspects of the user
experience.

MARKET SHARE

The popularity of online shopping continues to erode sales of conventional

retailers. For example, Best Buy, the largest retailer of electronics in the U.S. in
August 2014 reported its tenth consecutive quarterly dip in sales, citing an increasing
shift by consumers to online shopping. Amazon.com has the largest market share in
the United States. As of May 2018, a survey found two-thirds of Americans had
bought something from Amazon (92% of those who had bought anything
online), with 40% of online shoppers buying something from Amazon at least once a
month. The survey found shopping began at amazon.com 44% of the time, compared
to a general search engine at 33%. It estimated 75 million Americans subscribe to
Amazon Prime and 35 million more use someone else’s account.

There were 242 million people shopping online in China in 2012. For developing
countries and low-income households in developed countries, adoption of e-
commerce in place of or in addition to conventional methods is limited by a lack of
affordable Internet access.

[8]
 MARKET ANALYSIS

The online shopping sector in India is being driven by the growing internet
penetration in the country, along with a rise in digital awareness. India has more than
430 million internet users, and the number of internet users is expected to increase to
about 900 million by 2025. The online shopping industry in India is also likely to be
aided by the increasing availability of cheaper smart phones and declining data tariffs.
With the government promoting digital literacy and the digital economy framework,
the industry will receive a further impetus for its growth. The industry is expected to
be aided by the consumers in Tier-1 cities who are more adaptable to online shopping
due to their availability of high speed internet, better adaptability to mobile devices,
and the logistical simplicity.

ADVANTAGES

Besides being able to shop from the comfort of your home, many online stores
offer low or no shipping charges and free ship-to-store options.

Other advantages of online shopping include:

1. Always being open

We can always buy products from online platforms around the clock. Consumers
can buy products at the time of their convenience.

2. Saving on transportation cost

Through online purchases we can reduce the cost of transportation for travelling
to the stores.

3. No need of physical location

Since the transaction and market place is virtual, there is no need for any physical
locations.

[9]
 4. No aggressive salespeople or annoying crowds

People and consumers who don’t want to interact with crowds can easily adapt to
online shopping.

5. No waiting in long lines to check out

Consumers do not have to wait in long lines to purchase or pay for products.
They can buy products quickly and don’t have to waste any time.

6. Being able to read reviews about the products being purchased

The consumers can review the product and it’s quality before buying any
product. They can choose the best product among various options.

7. More choices for buying products

Consumers have a choice to choose between variety of products and they can
access to a large variety of products. They can also find many substitutes in online
platforms.

8. Low purchase price

Many online shops sell products at low prices because of lack of money spent on
overheads such as rent, water etc.

DISADVANTAGES

1. Fraud in online shopping

Online platforms are prone to to many fraudulent activities. Although they

provide security services it is not completely free from fraud.

2. Delay in delivery

The delivery of products cannot be always in time. It depends on the factors

such as mode of transportation, natural phenomenon like rain, storms etc.

[10]
 3. No physical contact

The consumers cannot physically touch or feel the product before attainment.
This is a major drawback of online shopping.

4. No bargaining power

Although the prices are comparatively low, consumers don’t hold bargaining
power on the sellers.

5. Hide cost & shipping charges

Usually the online platforms provide purchase prices, they don’t clearly specify
the shipping charges and other additional charges. The consumers have to proceed to
further steps to identify the charges.

6. Lack of interaction

Consumers and sellers don’t have any direct contact in online shopping. Since
the transactions take place in virtual platforms, they find it difficult to trust the other
party completely.

7. Difficulty in return advantages

The products or services provided from online shopping don’t specify any
particular place and may be the they are provided from abroad or different countries
around the world. Therefore the return of the product is difficult and the consumers
may not get any return advantages.

STATEMENT OF THE PROBLEM

Marketing basically helps to fulfill the needs of the consumers more effectively
and efficiently with good products/services with affordable price and delivery. In
recent days, the concept of online shopping has gained a lot of importance in retail
marketing. In India, almost 75% of online users are in the age group of 15 –
34 years since India is one of the youngest demography globally. This trend is
expected to be continuing in the forthcoming years, given the age distribution in India.
The present study entitled “Customer satisfaction towards online shopping with

[11]
 special reference to Annur thaluk focuses on the satisfaction of customers in Annur
thaluk on online shopping and services provided by them. The study considers the
concerns of customers due to the data privacy and safety measures provided.

NEED AND SIGNIFICANCE OF THE STUDY

The need of this study is to know the brand loyalty of the online shoppers and
consumers. It includes the ideas such as to identify the most preferred purchase
method. This study also helps to find out the reason for buying product online.
Through this study we tried to find the price range people prefer the most and also to
know which features they admire in buying online.

OBJECTIVES OF THE STUDY

 To find out the satisfaction level of the customer from online purchase
 To know the specific reasons for which the customers prefer online shopping.
 To find out the customer satisfaction level for services provided through the
online shopping.
 To find out the type of goods purchased more through online shopping.
 To identify the age group among which the online shopping is
more popular.
 To identify the price range of the goods purchased through online shopping.
 To identify the influence of online shopping during the pandemic period.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problems. It is

conducted as studying how research is done systematically. The research adopted the
following methodology for the study.
Methodology
Participants online shopping are suitable for everyone and easy enough for anyone
to use, as long as they have connection to Wi-Fi and computer or Smartphone.
Online shopping has lots of categories of products to choose from, such
as Home appliances, Mobile & Gadget, Groceries, Clothing, Toys and
Games, Accessories and many more. Due to this fact, more consumers prefer to
purchase their daily needs online rather than driving to the shop and buy it
personally. Online shopping saves people a lot of time and many products
online are cheaper and have lots of promotion which could save a lot of money.

[12]
 With all these benefits, the amount of people shopping online has increased
throughout the years. The amount of online shoppers has rapidly increased each year.
Online shopping products has also increased from basic stationery to clothes and
now even fruits and vegetables are able to just order online and delivered to
your doorstep.

The Research Design Used for the Study

The study is explorative as well as comparative in nature. It intends to explore the

customer’s perception on online shopping. A direct survey was used to collect the
data for this study.

Population Size

A research population is a well-designed collection of individuals or objects

known to have similar characteristics. In the present study of population were users of
online shopping. There were 100 respondents who live in Annur Thaluk.

Sample Size

The sample size used for the study is 100.

Sample Design

A sample design is a definite plan for obtaining a sample from the given
population. The respondents are selected based on convenient sampling.

Statistical Tools

The data collected through questionnaires were analyzed using simple

percentage analysis, graphs, charts, tables and diagrams.

Source of data

For this study, the data were compiled from primary data and secondary data.

Primary Data

Primary data consists of original information gathered from sample size of 50

respondents residing in Annur, Coimbatore.

[13]
Secondary Data

Secondary data are those information that are already published. For the study
the data collected from secondary sources are;
 Internet
 Websites
 Existing research and scholarly work.

LIMITATIONS OF THE STUDY

 The study is confined to Annur Thaluk only.

 The study is based upon the consumer behaviors of online shopping.
 The data collected for the research is fully on primary data given by the
respondents. There is chance for personal bias.
 Due to shortage of time and other constraints, the study has been limited to 50
respondents only.

CHAPTERISATION

The whole project is divided into five chapters:

1. Introduction of the Study

Chapter 1 covers topics such as Background of the study, Statement of the
problem, relevance & Scope of the study and Objectives of the study.

2. Review of Literature
Chapter 2 covers topics such as Review of Literature & Impacts of
Customers Behavior.

3. Theoretical Background and Data

Chapter 3 covers topics such as Theoretical Background & tools used.

4. Data Analytics and Interpretations

Chapter 4 covers topics such as
5. Findings and Suggestions
Chapter 5 Includes the Findings and Suggestions of the study.
6. Conclusion
Chapter 6 Includes the Conclusions of the study.

[14]
 CHAPTER II

REVIEW OF LITERATURE

[15]
REVIEW OF LITERATURE

The studies on consumer’s perception on online shopping and other rented topic in
the Indian context are limited as the online shopping has entered into the market only a
few years only. The literatures so far reviewed relates to the studies conducted outside
India especially in the United States where the online shopping is a big hit. As taken the
case of Indian scenario where the online shopping has just entered into the market and
already it has been climbing the ladder. Though there are certain literature reviews by
the context of Indian consumers.

Zeithaml (1988):

Addressed that the effort and time invested are mediated through the perceptions of
product price for money, different researchers advocate that those prices also can
immediately impact keep buy intentions. Consumers who purchase particularly high-
priced/low first-rate buns at fuel online stations improbably say they do get hold of
true price for money. Additional effort and time expenses to visit a nearby keep appear
to save you them from creating a detour.

Peterson et al. (1997)

Commented that it is an early stage in Internet development in terms of building an

appropriate dedicated model of consumer buying behavior. Decision sequences will be
influenced by the starting point of the consumer, the relevant market structures and
the characteristics of the product in question. Consumers’ attitude towards online
shopping is a prominent factor affecting actual buying behavior.

Sweeney, Souter and Johnson (1999):

Research showed that the consequences of service quality on behavior are largely
mediated by value perceptions it's also found an immediate link between service
qualities and buy intentions . Abstract: This study examines how shoppers assess
channels for their buying. In particular, it fosters an applied model that tends to a
buyer esteem view of utilizing the Internet versus the customary i.e. physical channel.
View of value, item quality, administration quality and hazard unequivocally impact
apparent worth and buy goals in the disconnected and online channel. Proposed study
[16]
 will be helpful to retailer for their channel migration and it will beneficial to consumer
for proper channel choice on the base of shopping value. Results might show the
presentation of directs in conveying worth to buyers and how worth is built in the two
channels. Perceptual contrasts among on the web and disconnected customers can
disclose the inspirations to receive a specific channel. Researcher might think about
rates as engaging measurable instruments while Chi-square will be an inferential
factual apparatus. Key Words: Online Shopping Value; Offline Shopping Value;
Channel Choice Behavior.

Sultan and Henrichs (2000)

In his study concluded that the consumer’s willingness to and preference for
adopting the Internet as his or her shopping medium was also positively related to
income, household size, and innovativeness.

Benedict et al (2001)

study reveals that perceptions toward online shopping and intention to shop online
are not only affected by ease of use, usefulness, and enjoyment, but also by exogenous
factors like consumer traits, situational factors, product characteristics, previous online
shopping experiences, and trust in online shopping.

Agarwal and Teas, (2001):

Address that worth encompasses a twin impact. Worth may be a money sacrifice;
however it conjointly absolutely influences perceptions important through inflated product
quality perceptions. However, cyber web impact of worth on perceptions important looks
to be negative. This study doesn't expect to search out proof for this latter relationship.

Chen and Dubinsky (2003):

Researchers imply that perceived price, being a richer assessment criterion, is a

better predictor of purchase intentions than product satisfactory and shop loyalty intentions.
Perceived value reflects consumers’ internet advantage received from their intake conduct;
therefore it is likely for use as an indicator of purchase goal inside the offline channels, as
well as the net channel.

[17]
Forsythe and Shi, (2003):

Studies confirmed that high perceptions of monetary and product performance

hazard can also save you clients from on-line shopping. Risk or uncertainty regularly
entails great psychological costs in truth, the various hazard dimensions like as economic,
product overall performance, social, physical, time/convenience are mediated via mental
danger to influence standard hazard. Customers’ psyche generally translates any sort of
chance into feelings of soreness. Consequently, perceived threat is probably to lessen
entertainment. As chance perceptions are better, customers are willing to spend extra time
and effort to on their decision; therefore better chance will mechanically cause more
cognitive attempt.

Sinha, P., Kar, S. (2007):

Studied an Insight into the Growth of New Retail Formats in India. Their observe
investigates modern retail trends and boom of present day formats and demanding
situations and possibilities to be had to the outlets to succeed in India. They finish that it is
not all approximately determining the format however all about serving the patron higher,
quicker and at less value. The most essential problem in e-tailing is credibility and
trustworthiness of the dealer. They delivered that consumer is the focus of retail business
and the retailers must serve the purchaser better, quicker and at less value.

Vijay, Sai. T. & Balaji, M. S. (May 2009)

They revealed that Consumers, all over the world, are increasingly shifting from the
crowded stores to the one-click online shopping format.

Susan Rose, Nell Hair and Moira Clark (2011)

Identified online purchase in particular continues to rise, as adoption and

penetration levels of Internet technology continuously increase. By 2007, European
Internet penetration stood at 43% of the population with a 23% usage growth year on year.
In North America, penetration was at 71% of the population with 120% growth (Internet
World Stats 2007). This is also evidenced by increasing levels of online sales, which in the
US reached US$128.1bn in 2007 and were projected to reach US$165.9bn by 2009
(source: US Census Bureau 2009).

[18]
Dash, M. (2011):

Studied Next-Generation Retailing in India: an Empirical Study Using Factor

Analysis with goal to discover the elements of subsequent-producing retailing. The
questionnaire was designed to accumulate records. 200 samples had been selected with
easy random sampling technique from Visakhapatnam. He has analyzed 14 variables for
observe cause and with help of aspect evaluation method; he has advanced 3 businesses
which include era, progressive layout selection and Customer Centricity. On the basis of
analysis, he described `Next-Generation Retailing' as "the more recent and younger
technology of organized retail industry evolution which is multidimensional and some
distance greater superior than its preceding generations.

Bansal and Choubey (2013):

Was used as primary framework in identifying consumers’ need. In their research

work they identified that buying conduct of clients is stricken by their non-public, social
and environmental aspects. These elements ended in six dimensions of buying conduct;
Shopping Contentment, Reference Shopping, Store Image, Store Patronage, Enthusiastic
Shopping and Shopper orientation. The preference of retail shops is inspired with the aid of
above dimensions.

Rashant Singh (2014)

In his study on Consumer’s Buying Behavior Towards Online Shopping, The main
aim of study was to examine and analyze the consumers’ buying behavior pattern towards
online shopping in Lucknow.

Xu, C., Park, J. and Lee, J.C. (2021):

The look at supported the predictions that buying channels (on-line vs offline) have
an effect on purchasers' psychological distance and, in flip, have an effect on their decision
method. Specifically, effects monitor that the online (offline) channel increases (decreases)
mental distance and leads clients to pay greater attention to a product's desirability
(feasibility) components.

[19]
Ammar Hussain, Zaigham Ali, Mehfooz Ullah & Faiz Rasool (2021):

As studied on a established literature overview on impulse buying: on-line jitters

and offline jeepers and an exciting final results of this paper has been that digital impulse
shopping for conduct is quite similar to that of the offline context. Their mood influences
customers when a ability purchase, their traits, and the shopping area (internet site) in
which the purchase is occurring. The actual difference among the digital and offline
context appears to be related to spatial-temporal factors tormented by the constraints of the
digital environment in which the e-retailers perform and impact patron mood Impulse
Buying Tendency.

AGGREGATION

High-volume websites, such as Yahoo!, Amazon.com, and eBay, offer hosting services
for online stores to all size retailers. These stores are presented within an integrated
navigation framework, sometimes known as virtual shopping malls or online
marketplaces.

IMPACT OF REVIEW ON CUSTOMER BEHAVIOUR

Through the study we can find that, how product attributes, average consumer
ratings, and single affect-rich positive or negative consumer reviews influenced
hypothetical online purchasing decisions of consumers. After the study, we can find that
the younger generation clearly preferred products with better attributes and with higher
average consumer ratings. If making a choice was difficult because it involved trade-offs
between product attributes, most consumers chose the higher-rated product. The preference
for the higher-rated product, however, could be overridden by a single affect-rich negative
or positive review. These results suggest that consumers consider aggregated consumer
information and positive reviews focusing on positive experiences with the product, but are
easily swayed by reviews reporting negative experiences.

[20]
BEST ONLINE SHOPPING SITES IN INDIA
1. Amazon India
2. Flipkart
3. Snapdeal
4. EBay (Now 2GUD)
5. SHEIN
6. Myntra
7. Shopclues
8. H&M
9. Infibeam
10. FirstCry

LOGO FOR ONLINE SHOPPING

DIGITAL PRODUCTS

Digital products or e-goods are any products that exists in digital

form. Common examples are different types of digital media (books, music,
images tickets, software). Professional services can also be sold as digital
products. We can also sell online courses and class sessions digitally.

[21]
BEST E-COMMERCE PLATFORMS TO SELL DIGITAL
PRODUCTS
1. Sellfy
2. Podia
3. BigCommerce
4. Thinkific
5. PayHip
6. SendOwl
7. Gumroad
8. Shopify
9. MemberPress
10. Teachable

LOGO FOR SELL DIGITAL PRODUCTS

[22]
 CHAPTER III
THEORETICAL BACKGROUND AND DATA

[23]
The primary research objective
 The primary research objective is to develop a theoretical framework
for the online consumer response process.
 In order to accomplish the primary research objective, the following
secondary research objectives should be accomplished.

Secondary research objectives

i. To develop the concept of web-based commercial communication

ii. To identify the theory of web-based commercial communication and the
online consumer audience
iii. To identify the marketing communication paradigm shift from offline to
online
iv. To identify the differences between online audience characteristics and
traditional mass media audience characteristics
v. To evaluate existing advertising response models
vi. To identify the theory of consumer response 100
vii. To specify theoretical criteria for web-based commercial communication
viii. To specify theoretical criteria for the consumer response process.

PRIMARY DATA
Primary data were collected by means of systematically prepared questionnaire
from online purchase in Annur Thaluk. In order to carryout statistical enquires a
questionnaire was prepared comprising age, gender, occupation, information about the
preference of the respondents.

SECONDARY DATA
Secondary data has been collected from various Books, Journals, websites and
Thesis.

[24]
The study is descriptive and
analytical. It is descriptive
in the sense it exist at
present and it includes
facts and findings. It is
analytical in the sense it
involves
analysis of the collected
data and information. The
researcher has selected 50
samples
from the customers in
Nagercoil town. The
relevant data were
collected through

[25]
questionnaires. The
researcher used the method
of convenient sampling
technique.
SAMPLE DESIGN
The study is descriptive and analytical. It is descriptive in the sense it
exist at present and it includes facts and findings. It is analytical in the sense it involves
analysis of the collected data and information. The researchers have selected 100
samples from the customers in Annur Thaluk. The relevant data were collected through
questionnaires. The researcher used the method of convenient sampling technique.

PRIMARY DATA:
Primary data were collected
by means of systematically
prepared questionnaire
from online purchasers in
Nagercoil town. In order to
carryout statistical enquires
a
[26]
questionnaire was
prepared comprising age,
gender, educational
qualification,
information about the
preference of the
respondents.
SECONDARY DATA:
PRIMARY DATA:
Primary data were collected
by means of systematically
prepared questionnaire
from online purchasers in
Nagercoil town. In order to
carryout statistical enquires
a
[27]
questionnaire was
prepared comprising age,
gender, educational
qualification,
information about the
preference of the
respondents.
SECONDARY DATA:
The present study has made
an attempt to understand
the customer’s preference
towards online shopping.
Online shopping is an
emerging concept in the
study area.

[28]
This study enables to
understand the customer
preference towards
shopping
and provides insight about
online shopping.
OBJECTIVES OF THE
STUDY:
The objective is
To analyze the
preference of the sample
respondents.
AREA OF THE STUDY:
The area of operation is in
Nagercoil town.
[29]
Information is collected
from
the respondents in and
around Nagercoil town.
PERIOD OF THE
STUDY:
The field of this
study is carried out for three
months from December
2013 to
March 2014.
METHODOLOGY:
This study is carried out on
the basis of both Primary
and Secondary Sources.
[30]
These collection of data
were presented in the
following sections.
PRIMARY DATA:
Primary data were collected
by means of systematically
prepared questionnaire
from online purchasers in
Nagercoil town. In order to
carryout statistical enquires
a
questionnaire was
prepared comprising age,
gender, educational
qualification,

[31]
information about the
preference of the
respondents
The present study has made
an attempt to understand
the customer’s preference
towards online shopping.
Online shopping is an
emerging concept in the
study area.
This study enables to
understand the customer
preference towards
shopping
and provides insight about
online shopping.
[32]
OBJECTIVES OF THE
STUDY:
The objective is
To analyze the
preference of the sample
respondents.
AREA OF THE STUDY:
The area of operation is in
Nagercoil town.
Information is collected
from
the respondents in and
around Nagercoil town.
PERIOD OF THE
STUDY:
[33]
 The field of this
study is carried out for three
months from December
2013 to
March 2014.
METHODOLOGY:
This study is carried out on
the basis of both Primary
and Secondary Sources.
These collection of data
were presented in the
following sections.
PRIMARY DATA:
Primary data were collected
by means of systematically
prepared questionnaire
[34]
from online purchasers in
Nagercoil town. In order to
carryout statistical enquires
a
questionnaire was
prepared comprising age,
gender, educational
qualification,
information about the
preference of the
respondents

[35]
 CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

[36]
 Table 4.1

Age Group

Age Group Frequency Percentage

18-25 31 62
25-35 12 24
35-45 3 6
45 & above 4 8

Source: Primary data

Interpretation
From the table 4.1, it shows that majority of respondents are in age group 18-25 with
a majority of 62%.

Figure 4.1.1

Age Group
8%
6%

24%
62%

18-2525-3535-4545 & above

The above Fig.4.1.1 denotes 62% of people from the age group of 18–25,

24% from 25-35, 6% from 35-45 and 8% from 45 & above.

[37]
 Table 4.2

Gender

Gender Frequency Percentage

Male 26 52
Female 24 48

Source: Primary data

Interpretation

From table 4.2, it is clear that 52% of respondents were males while 48% were
females. By analyzing this fact, it can be seen that majority of respondents are
males.

Figure 4.2.1

Gender

48%
52%

MaleFemale

The above Fig.4.2.1 denotes 52% of male and 48% female gave respondents.

[38]
 Table 4.3
Occupation of respondents

Occupation Frequency Percentage

Accountant 10 20
Filmmaker 3 6
Housewife 6 12
Medical 4 8
Supervisor 6 12
Students 12 24
Teacher 4 8
Nil 5 10
Source: Primary data

Interpretation

From the table 4.3, it shows that majority of respondents are students with majority of
24%.
Figure 4.3.1

The above Fig.4.3.1 denotes the various level of respondents occupation.

[39]
 Table 4.4

Reason for choosing online shops

Reason for Frequency Percentage

choosing online
shops
Convenient & time 35 70
saving
Low price 6 12
Good quality 6 12
Others 3 6
Source: Primary data

Interpretation

From table 4.4, it reveals that majority of respondents find online shopping
convenient .
Figure 4.4.1
Reason for choosing online shops
6%
12%

12%

70%

Convenient & time savingLow priceGood qualityOthers

The above Fig. 4.4.1 denotes the reason for choosing online shops 70% for
convenient & time saving, 12% for low price, 12% for good quality and 6% others.

[40]
 Table 4.5

Apps preferred for online shopping

Apps preferred for Frequency Percentage

online shopping
Amazon 24 48
Flipkart 23 46
Ajio 1 2
Others 2 4
Source: Primary data

Interpretation
From the above table, it shows that majority of the respondents prefer Amazon for online
shopping

Figure 4.5.1
Apps preferred for online shopping
2% 4%

48%

46%

AmazonFlipkartAjioOthers

The above Fig.4.5.1 denotes the apps preferred for online shopping 48% for
Amazon, 46% for flip kart, 2% for ajio and 4% for others.

[41]
 Table 4.6

Frequency of conducting online shopping

Frequency of Frequency Percentage

conducting online
shopping
Once a month 25 50
Once in six months 14 28
Once a year 1 2
Others 10 20

Source: Primary data

Interpretation

Table 4.6 shows that majority of respondents conduct online shopping once a month
with a majority of 50%.
Figure 4.6.1

Frequency of conducting online shopping

20%

2%
50%

28%

Once a monthOnce in six monthsOnce a yearOthers

The above Fig.4.6.1 denotes the frequency of conducting online shopping

by customers 50% for once a month, 28% for once in six months, 2% for once a year and
20% for others

[42]
 Table 4.7

Online shopping is affordable for customers

online shopping Frequency Percentage

is
affordable
Affordable 27 54
Neutral 23 46
Not affordable 0 0
Source: Primary data

Interpretation

From the above table 4.7, it shows that majority of respondents find online shopping
affordable with a majority of 54%.
Figure 4.7.1

Whether online shopping is affordable

0%

46%
54%

AffordableNeutralNot affordable

The above Fig.4.7.1 denotes usage on online shopping by customers 54%

for Affordable, 46% for Neutral and 0% for Not Affordable.

[43]
 Table 4.8

Online shopping influenced during pandemic days

online shopping Frequency Percentage

influenced
during
pandemic days
Yes 40 80
No 10 20
Source: Primary data

Interpretation

Table 4.8 shows that online shopping influenced majority of respondents during
pandemic days.
Figure 4.8.1

Online shopping influenced during pandemic days

20%

80%

YesNo

The above Fig.4.8.1 denotes the usage of online shopping in Pandemic days
80% were used and 20% were not used.

[44]
 Table 4.9

Most preferred mode of payment

Most preferred Frequency Percentage

mode of payment
COD 24 48
Online payment 21 42
Debit/Credit card 5 10
Source: Primary data

Interpretation

Table 4.9 shows that majority of respondents prefer COD (Cash On Delivery) as
mode of payment.
Figure 4.9.1

Most preferred mode of payment

10%

48%

42%

CODOnline paymentDebit/Credit card

The above Fig.4.9.1 denotes the mode of payment during online shopping 48% for COD, 42%
for online payment and 10% for Debit/Credit card.

[45]
 Table 4.10

Time spent per visit

Time spent per Frequency Percentage

visit
Less than one hour 38 76
1-3 hours 11 22
3-5 hours 1 2
More than 5 hours 0 0
Source: Primary data

Interpretation

From the above table 4.10, it reveals that majority of respondents spend less than one
hour in online shopping.
Figure 4.10.1

Chart Title
9%

10%
less than one hour
1-3 hours
3-5 hours
moret than 5 hours

22% 46%

The above Fig.4.10.1 denotes the time spent per visit by customers
46% for less than one hour, 22% for 1-3 hours, 10% for 3-5 hours and 8%
for more than 5 hours.
20%

[46]
 Table 4.11

Daily use products are convenient to purchase through online

platforms

daily use products Frequency Percentage

are convenient to
purchase through
online platforms

Convenient 31 63.3
Inconvenient 18 36.7
Source: Primary data

Interpretation

Table 4.11 reveals that majority of respondents find online shopping convenient to
purchase daily use products through online platforms.
Figure 4.11.1

Daily use products are convenient to purchase through online platforms

36%

64%

ConvenientInconvenient

The above Fig.4.11.1 denotes the customers convenient in online shopping 64% of people
are convenient and 36% are Inconvenient to purchase online.

[47]
 Table 4.12

Rating of the quality of the products bought online

Rating of the Frequency Percentage

quality of the
products bought
online
Very good 7 14
Good 32 64
Neither good nor bad 11 22
Bad 0 0

Source: Primary data

Interpretation
From the above table 4.12, it shows that majority of respondents rated the quality of
products bought online as good with a majority of 64%, whereas no one rated the
quality of the products bad.
Figure 4.12.1

Rating of the quality of the products

brought
11%
very good

25% good

neither good nor bad

64%
bad

The above Fig.4.12.1 denotes the rating quality of the products 64% very
good, 25% good, 11% neither good nor bad and nil for bad quality.

[48]
 Table 4.13

Experienced any inconvenience in online shopping

experienced any Frequency Percentage

inconvenience in
online shopping

Yes 28 56
No 22 44

Source: Primary data

Interpretation

From table 4.13, it reveals that majority of respondents experienced inconvenience

in online shopping with majority of 56%.
Figure 4.13.1

Experienced any inconvenience in online shopping

44%

56%

YesNo

The above Fig.4.13.1 denotes the experienced any inconvenient in online shopping
56% of people are convenient and 44% of people are Inconvenient.

[49]
 Table 4.14

Satisfaction from online shopping

Satisfaction form Frequency Percentage

online shopping
Highly satisfied 4 10
Satisfied 24 59
Neutral 21 23
Dissatisfied 1 8
Highly dissatisfied 0 0

Source: Primary data

Interpretation

From the above table 4.14, it shows that majority of respondents are satisfied with
online shopping.
Figure 4.14.1

Satisfaction from onlinr shopping

10% 9%

satisfied
neutral
highly satisfied
dissatisfied
23% 59%

The above Fig.4.14.1 denotes the satisfaction from online shopping. 59% of
people are satisfied, 23% of people are neutral, 10% of people are highly satisfied and 8% of
people are dissatisfied.

[50]
 Table 4.15

Satisfaction from the speed of delivery of the products

Satisfaction from Frequency Percentage

the speed of
delivery of the
products
Satisfied 26 52
Neutral 23 46
Non satisfied 1 2

Source: Primary data

Interpretation

Table 4.15 shows that majority of respondents are satisfied with the speed of
delivery of the products.

Figure 4.15.1

Satisfaction from the speed of delivery

of the products
2%

satisfied
neutral
not satisfied

46% 52%

The above Fig.4.15.1 denotes the satisfaction from the speed of delivery of
the products. 52% of the people are satisfied, 46% of people are neutral and 2% of people are not
satisfied.

[51]
 Table 4.16

Recommended online shopping to friends/relatives

recommended Frequency Percentage

online shopping
to
friends/relatives
Yes 44 88
No 6 12

Source: Primary data

Interpretation

From the above table 4.16, it reveals that majority of respondents recommended
online shopping to their friends and relatives.
Figure 4.16.1

Recommended online shopping to friends/relatives

12%

88%

YesNo

The above Fig.4.16.1 denotes the Customers recommended the online shopping to friends
and relatives. 88% of people are Recommended and 12% of people are not Recommended.

[52]
 Table 4.17

Biggest challenge faced in online shopping

Biggest challenge Frequency Percentage

faced in online
shopping
Slow checkout time 11 22
Lack of
26 52
products/services
Slow webpage response 13 26
time

Source: Primary data

Interpretation

From the above table 4.17, it shows that the biggest challenge faced by majority of
respondents in online shopping is lack of products/services.

Figure 4.17.1

Biggest challenge faced in online shopping

26% 22%

Slow checkout time

Lack of products/services
Slow webpage response time

52%

The above Fig.4.17.1 denotes biggest challenge faced by the customers in online shopping. 22% of
people faced slow checkout time, 52% of people faced lack of products/services and 26% of people faced
slow webpage response time.

[53]
 Table 4.18

Amount spent on online shopping per month

Amount spent on Frequency Percentage

online shopping
per month
Less than 1000rs 34 68
1000-5000rs 15 30
5000-10000rs 1 2
More than 10000rs 0 0

Source: Primary data

Interpretation

Table 4.18 shows that majority of respondents spent less than 1000 rupees in
online shopping per month.
Figure 4.18.1

Amount spent on online shopping per month

2%

30%

68%

Less than 1000rs1000-5000rs5000-10000rsMore than 10000rs

The above Fig.4.18.1 denotes the customers spent amount on online shopping per month.
68% of people spent less than 1000rs, 30% of people spent 1000-5000rs, 2% of people spent 5000-10000rs
and nil for more than 10000rs.

[54]
 Table 4.19

Agree with repurchasing/replacing of any product

agree with
repurchasing/replacing
of any product
Strongly agree 12 24
Agree 25 50
Neutral 11 22
Disagree 2 4
Strongly disagree 0 0

Source: Primary data

Interpretation

The table 4.19 shows that majority of respondents agree with repurchasing/replacing of
any products.
Figure 4.19.1

Agree with repurchasing/replacing of any product

4%
24%
22%

50%

Strongly agreeAgreeNeutralDisagreestrongly disagree

The above Fig.4.19.1 denotes the customers agree with repurchasing/replacing of any
product. 24% of people are strongly agree, 50% of people are agree, 22% of people are neutral, 4% of
people are disagree and nil for strongly disagree.

[55]
 Table 4.20

Enjoying the online shopping

enjoying the Frequency Percentage

online shopping
Yes 49 98
No 1 2

Source: Primary data

Interpretation

Table 4.20 reveals that majority of respondents enjoy the online shopping
experience with a majority of 98%.

Figure 4.20.1

Enjoying the online shopping

2%

98%

YesNo

The above Fig.4.20.1 denotes the customers enjoying the online shopping.98% people are
enjoying and 2% of people are not enjoyed.

[56]
 Table 4.21

Shopping through online platforms help to find variety of products

shopping through Frequency Percentage

online platforms
help to find
variety of
products
Yes 50 100
No 0 0

Source: Primary data

Interpretation

Table 4.21 shows that, shopping through online platforms help every respondent to
find variety of products.
Figure 4.21.1

Shopping through online platforms help to find variety of products

0%

100%

YesNo

The above fig.4.21.1 denotes that the online shopping helps to find the varieties of
products. 100% of people are agreed that.

[57]
 CHAPTER V

FINDINGS AND SUGGESTIONS

[58]
FINDINGS OF THE STUDY

1. The majority of the respondents are from 52% of male and 62% are from 18-25 age
group of people.
2. Most of the respondents are using Amazon for online shopping.
3. From the study, it is seen that majority portion of respondents are satisfied with
online shopping.
4. Most of the respondents find online shopping as affordable.
5. The study shows that most of the respondents prefer Cash On Delivery (COD).
6. Majority of respondents spend less than one hour in online shopping.
7. The study shows that it is convenient to purchase daily use products through
online shopping.
8. From this survey, we can find that majority of the consumers are satisfied with
the speed of delivery of products.
9. Most of the respondents state that the quality of the products is good and not bad.
10. Majority of the respondents agree with the repurchasing/replacing of products in
online shopping.
11. From the response of majority of respondents, it is seen that most of them
recommend online shopping to their friends and relatives.
12. From this survey, it is clear that majority of the respondents enjoy online
shopping experience.
13. Every respondent finds online shopping very helpful to find variety of products.

[59]
SUGGESTIONS OF THE STUDY

After analyzing the data collected from various users of online shopping, the following
suggestions and recommendation are made for their improving: -

1. The speed of loading in websites should be increased in order to make online

shopping easier for consumers.

2. The response time of clicks in online shopping sites should be reduced.

3. Consumers should be provided with their desired products and services.

4. The reviews should be authentic and honest.

5. The additional and shipping charges should be reduced.

6. Sellers should make reliable remarks on the quality of products.

7. Shop assistant services should be provided in online shopping facilities.

8. Visuals should be provided without filters and edits.

9. The sellers should provide proper and best details of the products or services.

10. More personalized/customized products should be provided.

11. Shopping should be carried on out of the box media. It should be available in social
media and other facilities.

12. Increase the visibility of products and services by reducing or eliminating

unnecessary ads.

[60]
CHAPTER VI
CONCLUSION

[61]
CONCLUSION
The consumers satisfaction on online shopping varies from individual to
individual and the perception is limited to a certain extent with the availability of the
proper connectivity and the exposure to the online shopping. The Satisfaction of the
consumer also has similarities and difference based on their personal characteristics. The
study reveals that mostly the youngsters are attached to the online shopping and hence
the elder people don’t use online shopping much as compared to the younger ones. The
study highlights the fact that the youngsters between the age of 18-25 are mostly
interested in online shopping. It is also found that the majority of the people who shop
online buy daily use products online as it is cheaper compared to the market price with
various discounts and offers. The study also reveals that the price of the products has the
most influencing factor on online purchase.

The study reveals that majority of the respondent’s buys products from Amazon India
which is thus one of the leading online shopping sites in India. On top of that the most of
the customers finds online shopping affordable.

In nutshell, through this study it is found that majority of respondents of

Annur Thaluk are well aware of the online shopping and 90% of them have made online
purchase which indicates the growing popularity of the online shopping within the
people. Transformation in the trends of shopping is occurring because of the changing
lifestyle of the consumers in India and expansion in online activity. Major draw card of
online Shopping is the security issues of sites.

[62]
 BIBLIOGRAPHY
Websites
www.odmworld.com
www.consultancy.cdm.com
www.cc.gatech.edu
www.medium.com
www.formpl.cdm.com
www.surveypie.com
www.thebalance.com
www.pwc.com
www.statista.com
www.ibef.com
www.redseer.com
www.expertmarketresearch.com
www.en.m.wikipedia.org
www.digitalcommerce.com
www.sciencedirect.com
www.semanticscholar.org

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APPENDIX

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A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE
SHOPPING WITH SPECIAL REFERENCE TO ANNUR THALUK

QUESTIONNAIRE

This study is done as a part of the final year M.Com project work of students
of PPG college of Arts and Science, Coimbatore in partial fulfillment of the award of
M.com degree of Bharathiar University. I assure that the information collected will
remain fully confidential and will be used for educational purpose only.

NAME:

1) Age group
□ 18-25  25-35
□ 35-45  45 and above
2) Gender
□ Male  Female
3) Occupation:

4) Why do you choose online shops?

□ Convenient and time saving  Low price
□ Good quality  Others
5) Which app do you prefer for online shopping?
□ Amazon  Flipkart
□ Meesho  Others
6) How frequently do you conduct online shopping?
□ Once a month  Once in six month
□ Once a year  Others
7) Is online shopping affordable?
□ Affordable
□ Neutral
□ Not affordable

8) Did online shopping influence you during pandemic days?

□ Yes  No

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9) Which mode of payment do you prefer the most?
□ COD
□ Online payment
□ Debit/Credit card
10) How much time do you spend in every visit?
□ Less than one hour  1-3 hours
□ 3-5 hours  More than 5 hours
11) Are daily use products convenient to purchase through online platforms?
□ Convenient  Inconvenient
12) How would you rate the quality of the products bought from online?
□ Very good  Good
□ Neither good nor bad  Bad
13) Have you ever experienced any inconvenience in online shopping?
□ Yes  No
14) Are you satisfied with online shopping?
□ Highly satisfied  Satisfied
 Neutral  Dissatisfied
 Highly dissatisfied
15) Are you satisfied with the speed of delivery of products?
□ Satisfied
□ Neutral
□ Not satisfied
16) Have you ever recommended online shopping to your friends/relatives?
□ Yes  No
17) What is the biggest challenge you have faced in online shopping?
□ Slow check out time
□ Lack of products/services
□ Slow webpage response time

18) How much do you spend on online shopping every month?

□ Less than 1000rs  1000-5000rs
□ 5000-1000rs  More than 10000rs

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19) Do you agree with repurchasing/replacing any product you get?
□ Strongly agree  Agree
□ Neutral  Disagree
□ Strongly disagree
20) Do you enjoy the online shopping experience?
□ Yes  No
21) Do shopping through online platforms help to find variety of products?
□ Yes  No
22) Any Suggestions __________________.

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