Akanksha Tiwari - Online Shopping

SURVEY REPORT
ON
“AN
AN ANALYSIS OF CUSTOMER SATISFACTION TOWARDS
ONLINE SHOPPING : A STUDY OF VARANASI DIVISION”
Submitted in Partial Fulfillment of the requirements for the degree of
MASTER OF COMMERCE
(Session 2023-24)
Under the Guidance of : Submitted By :
Dr. Vibha Pandey Akanksha Tiwari
Assistant Professor M.Com (1st Semester)
Faculty of Commerce Roll No. 50224685003
Government P.G. College,
Obra, Sonebhadra
FACULTY OF COMMERCE
COMME
GOVERNMENT P.G. COLLEGE
OBRA, SONEBHADRA
(Affiliated to Mahatma Gandhi Kashi Vidyapith, Varanasi)
1
CERTIFICATE
This is to certify that the survey report entitled “An Analysis of Customer
Satisfaction towards Online Shopping : A study of Varanasi Division.” has been
prepared by Akanksha Tiwari (Roll No. 50224685003) Semester 1st for the
award of degree of Master of Commerce, Government P.G. College, Obra,
Sonebhadra.
This project is based on the original work and has not formed the basis for award
of any degree/diploma.
Under the Guidance of
Dr. Vibha Pandey

(Assistant Professor)
Faculty of Commerce
Government P.G. College
Obra, Sonebhadra
2
DECLARATION
The survey project on “An Analysis of Customer Satisfaction towards Online

Shopping : A study of Varanasi Division.” has been undertaken for the partial
fulfilment of the requirement for the award of the degree of Master of Commerce.
I hereby declare that this Survey report is my original work and the analysis and
findings are for academic purposes only. This project has not been submitted by any
student earlier to any other institution/ university.
Akanksha Tiwari
M.Com (1st Semester)
Roll No. 50224586003
3
ACKNOWLEDGEMENT
This survery project bears silent testimony to the positive efforts, patience and
knowledge of all those who guided me.
I take this opportunity to thank a number of people who helped me during my

project with their constructive criticism, helpful suggestions and overall support.
In particular I, wish to thank DR. VIBHA PANDEY, Assistant Professor, Faculty of

Commerce, Government P.G. College, Obra, Sonebhadra for providing me the
guidance in conceptualizing and executing this project. She has been with me from the
assigning of the problem to the analysis phase and then later to the presentation. She
has enriched me with helpful suggestions on all matters. This project could never have
materialized without her constructive criticism and constant monitoring.
I would like to thanks everybody who had played role in the completion of my
survey report.
Akanksha Tiwari
M.Com (1st Semester)
4
TABLE OF CONTENT
CHAPTER DISCRIPTION PAGE NO.
 Introduction
 Related Concepts
Chapter - I  Operational Definition of the
Introduction Concepts 6-16
 Need & Relevance of Study
Chapter II  Extensive Literature Review

Review of 17-21
Literature
 Objectives of Research
 Research Methodology
Chapter III  Sampling Design
 Sample Size
Objectives &  Sampling Method
Research  Sample Locale 22-24
Methodology  Sample Selection Data
Collection & Data Sources
 Tools to be used for Data
Collection
 Tools for Data Analysis
 Table, Figure, Interpretation
Chapter IV Data  Table, Figure, Interpretation
Analysis &
Interpretation 25-46
 Major Findings (Objective-

Chapter V wise)
Conclusion  Recommendations 47-52
 Limitations of the Study
 Scope for Further Research
 Bibliography, Annexure 53-58
5
CHAPTER i-1
INTRODUCTION
i
6
INTRODUCTION
Internetiisichangingitheiwayiconsumersishopiandibuyigoodsiandiservices,iandihasirapidlyievolvediin
toiaiglobaliphenomenon.iManyicompaniesihaveistartediusingitheiInternetiwithitheiaimioficuttingima
rketingicosts,itherebyireducingitheipriceiofitheiriproductsiandiservicesiiniorderitoistayiaheadiinihighl
yicompetitiveimarkets.iCompaniesialsoiuseitheiInternetitoiconveyicommunicatesiandidisseminateiinf
ormation,itoisellitheiproduct,itoitakeifeedbackiandialsoitoiconductisatisfactionisurveysiwithicustomer
s.iCustomersiuseitheiInternetinotionlyitoibuyitheiproductionline,ibutialsoitoicompareiprices,iproducti
featuresiandiafterisaleiserviceifacilitiesitheiwillireceiveiifitheyipurchaseitheiproductifromiaiparticular
istore.iManyiexpertsiareioptimisticiaboutitheiprospectiofionlineibusiness.
IniadditionitoitheitremendousipotentialiofitheiEcommerceimarket,itheiInternetiprovidesiaiuniqueiopp
ortunityiforicompaniesitoimoreiefficientlyireachiexistingiandipotentialicustomers.iAlthoughimostiofit
heirevenueiofionlineitransactionsicomesifromibusiness-
tobusinessicommerce,itheipractitionersiofibusiness-
toconsumericommerceishouldinotiloseiconfidence.Itihasibeenimoreithaniaidecadeisinceibusiness-to-
consumeriE-
commerceifirstievolved.iScholarsiandipractitionersiofielectronicicommerceiconstantlyistriveitoigaini
aniimprovediinsightiintoiconsumeribehaviouriinicyberspace.iAlongiwithitheidevelopmentiofiE-
retailing,iresearchersicontinueitoiexplainiEiconsumer’sibehaviourifromidifferentiperspectives.iManyi
ofitheiristudiesihaveipositedinewiemergentifactorsioriassumptionsiwhichiareibased
onitheitraditionalimodelsioficonsumeribehaviour,ianditheniexamineitheirivalidityiinitheiInterneticont
ext.
7
ONLINEiSHOPPINGiINiINDIA
TheibirthiandigrowthiofiInternetihasibeenitheibiggestieventiofitheicentury.iE
commerceiiniIndiaihasicomeiailongiwayifromiaitimidibeginningiinithe1999
2000itoiaiperiodiwhereioneicaniselliandifindiallisortsiofistuffifromiaihighiendiproductitoiaimeagreip
eanutionline.iMosticorporationsiareiusingiInternetitoirepresentitheiriproductirangeiandiservices
isoithatiitiisiaccessibleitoitheiglobalimarketianditoireachioutitoiailargerirangeiofitheiriaudience.
ComputersianditheiInternetihaveicompletelyichangeditheiwayioneihandlesiday-to-
dayitransactions;ionlineishoppingiisioneiofithem.iTheiInternetihasibroughtiaboutisweepingichangesiinitheip
urchasingihabitsiofitheipeople.iInitheicomfortiofione'sihome,iofficeioricybericafeiorianywhereiacrossitheiglo
be,ioneicanilog
i oniandibuyijustiaboutianythingifromiapparel,ibooks,imusic,iandijewelleryitoidigitalicameras,imobileiphone
s,
i MP3iplayers,ivideoigames,imovieitickets,irailiandiairitickets.iEase,isimplicity,iconvenienceiandisecurityiar
eitheikeyifactorsiturningitheiusersitoibuyionline. I
ItiisiaifactithatiaigreationlineishoppingirevolutioniisiexpectediiniIndiaiinitheicomingiyears.iT
hereiisiaihugeipurchasingipoweriofiaiyouthipopulationiaged i18-40iinitheiurbaniarea.
FEWiFACTORSiTHATiBOOSTiONLINEiSHOPPINGiINiINDIA
i
 RapidlyigrowthioficybercafésiacrossialliIndiaii
 AccessiofiInformationii
 Theiincreasingiininumberioficomputeriusersii
 Reachitoinetiservicesithroughibroadbandii
 Middle-classipopulationiwithispendingipoweriisigrowing.iThereiareiabout i200imillioniofimiddle-
classipopulationigoodispendingipowers.iTheseipeopleihaveiveryilittleitimeitoispendiforishopping.i
Manyiofithemihaveistarteditoidepend ioniinternetitoisatisfyitheirishoppingidesires.i
8
CHANGINGiATTITUDEiTOWARDSiONLINEiSHOPPING
Awareness,iFutureiDemandiFocusiforiEmergingiMarketsi&iMallsispringingiupieverywhereiandiyetipeople
i areiE-
shopping!iaaandinotiinismallinumbersieither.iConsumersiareimoreirationalinowadaysiandihaveiabilityitoigeti
theichoicesifromitheimarket.iAwarenessiamongitheiconsumersiisispreadithroughiinternet.iTheinumberiofiin
ternetiusersiisiincreasingidayibyidayiwhichiattractsipeopleiwhoihaveianioptionitoibuyionline.iItiwasineverith
oughtithatiIndiansiwouldigoiiniforie-
shoppingiinisuchiaibigiway.iTicketing,itravelibookingsiandievenibooksiandimoviesiseemifineitoibuyionline.i
KnowingithatiiniIndiaisizesivaryifromibranditoibrandiandiqualityiisiinconsistent,ieveniofisomeielectroniciite
ms,ihowiisiitithatithereiareipeopleibuyingitheseiitemsionline?iIniIndiaithereiareisomeisegmentsiofipeopleiwh
oihaveinotiyetitriedipurchasingioveriinternet.
Here is the few reason why online shopping is preferable:

i i i i i i i i i
1. Convenience:-
i i
Onlineistoresiareiusuallyiavailable
i 24ihoursiaiday,iandimanyiconsumersihaveiInternetiaccessibothiatiworkiandiatihome.iOtheriestablishesisuchi
asiinterneticafesiandischoolsiprovideiaccessiasiwell.
i Aivisititoiaiconventionaliretailistoreirequiresitraveliandimustitakeiplaceiduringibusinessihours.i
2. Information and reviews:-

i i i :::i ::i
Onlineistoresimustidescribeiproductsiforisaleiwithitext,iphotos,iandimultimediaifiles.iSomeistoresieveniallo
wicustomersitoicommentior
i rateitheiriitems.iThereiareialsoidedicatedireviewisitesithatihostiuserireviewsiforidifferentiproducts.iReview
siandinowiblogsigivesicustomersitheioptioniofishoppingicheaperiorganizeipurchasesifromiallioveritheiworl
diwithoutihavingitoidepend ionilocaliretailers.ii
ii
i 3. Home delivery concept :-

i i i :-::
Inianyicase,ihomeideliveryiisiaiconceptithatiIndiansiareifamiliariwithiandilove.iTheimallicrazeihasistartedion
lyinow.iEarlieriitiwasiaichoiceibetweenisweatingiitioutiinismallicrowdedimarkets,ioriaskingiaifriendlyineigh
bourhoodikiranai(grocer)itoideliverigroceriesihomeiandithisisystemiisistillithriving.i
9
4. Increase in the Internet users :-
i i i i i
IncreasingipenetrationiofiInterneticonnectivityiandiPCsihasileditoianiincreaseiinitheiInternetiusersiacrossiIn
dia.iTheidemographicisegmentsithatihaveiwitnessedimaximumigrowthicompriseicollegeigoingistudentsian
diyoungipersons.iTheseisegmentsiareitheiusersiofiadvancediapplicationsianditechnologiesionlineiandiareim
ostilikelyitoibeiheavyiE-Commerceiusers.i
5. Increase in the number of buyers and sellers :-

i i i i i i i i
Theisuccessiofiaimarketplaceidepends
i onitheipresenceiofiailargeinumberiofibuyersiandiailargeinumberiofisellers.iIniadditionitoionlineibuyers,iman
yiofflineistoresihaveibegunitoisellitheiriproductsiinitheionlineimarketplace.iTheigreateritheinumberiofiseller
siandibuyers,itheifasteritheimarketigrows.i
i
10
SOME COMMONLY USED ONLINEiSHOPPINGiAPPS
I (1) Amazon.in
i
Worldileaderiinie-commerceimarketistartedioperationiiniIndia,iNowiIndiansicanialsoibuy
i Books,iCDSiandiElectroniciaticheaperipriceifrom
i Amzon.in.iForilimiteditimeitheyiofferingifreeishipping.i&ialsoioffers
 AmazoniCouponsi
 AmazoniDealsi&iOffers
(2) iFlipkart.com I
F( Founded iin 2004 with only Rs.4,00,000 now in 2014 turned over 60,000 Crore. Companyi
Customersicaninotionlyibuyibooksionlineithroughi Flipkart, i but i also i mobile i phones i &
i mobileiaccessories, ilaptops, icomputeri accessories, icameras,imovies,imusic,itelevisions,irefrigerators,i
air-conditioners,i washing-machines,i Clothing’s, iFootwear’s, iAccessories, iMP3iplayersi and iproducts
i from ilot many iother icategories.iAfter itake overiof iletsbuy.comi now iflipkartiisilargest iplayeriofie-
commerceiofiIndia.
11
(3) Myntra.com
i
i Myntra.comiisileadingionlineiretaileriofilifestyleiandifashioniproducts.iMyntraioffersiT-
shirts,iShoes,iwatchesiandimoreiatidiscountediprice
(4) Snapdeal.com
i
Snapdealioffersieverythingifromilocalidaily i deals i onirestaurantsianditravelitoionlineiproducts

i deals.iTheyiofferiyouibestipriceiwith
wi ifreeishipping.
(5) Shopclues.com
5
i ShopcluesiisifamousiforitheiriheavilyidiscountediJawiDropping
i deals.iShopcluesiisioneiofitheibestionlineistoresithatiofferiaiwideivarietyioficameras,iComputeriaccessories,
i Mobile,iGift,iJewellery,iCosmetics,iclothes,ibooksiandibag.iTheiriJawiDropping
i dealihasibecomeimostiliked idealiof i2012.i
5i (6)Homeshop18.com
hereiyouifindilargeirangeiappliances,ikitchen,icameras,imobiles,ilaptops,isite,iIndian,igifts,iapparel,ibuy,io
nline,igifts.iAndimore, iHomeShop18iisiaiventureiof
12
i theNetwork18iGroup,iIndia’sifastestigrowingimediaiandientertainmentiGroup.
i Network18ioperatesiIndia’sileadingibusinessinewsitelevisionichannelsi–iCNBC iTV18iandiCNBCiAwaaz.
i HomeShop18ihasialsoilaunchediIndia’sifirst
i 24ihouriHomeiShoppingiTVichannel.
hannel.iTheicompanyihasiitsiheadquartersiiniNoida,iUP.iTheiwebsiteihasirec
eivedithei‘Bestishoppingisite”iawardifromiPCiWorldiMagazineiin i2008
(7) Firstcry.com
i
i Firstcry.comiIndia’silargestistoreiforiKidsiselling i 70000+iitemsifrom
i 400+itopiInternationaliandiIndianibrands.
(8) Jabong.com
i
JabongiFashioni&iLifestyleiStoreioffersiyouigreatidiscount
i oniallilistediproduct.iTheyiofferiwideirangeiofiproductsifromiApparelitoiHomeineeds.
(9) Paytm.com
i
i StartediwithiMobileiRechargeiandiBilliPaymentiwebsiteinowiPaytmisellingieverythingifromiHomeiDecor,
i Clothing,iLaptopsitoiMobileiatikilleriprice.iIniveryishortitimeiperiodiPaytmihasigrowniveryifastlyiandiableit
oiplaceiunderiouriTop i10iIndianiShoppingiWebsiteilist.
13
(10) Pepperfry.com
i
PepperfryiisioneiofileadingiIndianiwebsiteiinisellingilifestyleiproductsirangingifromimeniandiwomen’siclot
hing,ihomeidecor,ijewellery,iperfumesiandicosmetics,ifurniture’s,ibagsiandiaccessories.
14
OPERATIONALiDIFINITIONiOFiTHEiCONCEPT
1) Onlineishoppingiisiaiformiofielectronicicommerceiwhichiallowsiconsumersitoidirectlyibuyigoodsioriser
vicesifromiaisellerioveritheiInternetiusingiaiwebibrowser.iConsumersifindiaiproductiofiinterestibyivisiti
ngitheiwebsiteiofitheiretaileridirectlyioribyisearchingiamongialternativeivendorsiusingiaishoppingisearc
hiengine,iwhichidisplaysitheisameiproduct'siavailabilityiandipricingiatidifferentie-retailers.iAsiof
i 2020,icustomersicanishopionlineiusingiairangeiofidifferenticomputersiandidevices,iincludingidesktopic
omputers,ilaptops,itableticomputers,ismartphones,iandismartispeakers.
2) TheiprocessiofisearchingiforiandipurchasingigoodsiandiservicesioveritheiInternetithroughitheiuseiofiaiw
ebibrowseriisiknowniasionlineishopping.iTheimainiallureiofionlineishoppingiisithaticonsumersicanifindi
andipurchaseiitemsitheyineedi(whichiareithenishippeditoitheirifrontidoor)iwithoutieverineedingitoileavei
theihouse.iToday,ialmostianythingicanibeipurchasedithroughionlineishopping,iamountingitoibillionsiofi
dollarsiaiyeariinisales.
3) E-
commercei(electronicicommerce)iisitheibuyingiandisellingiofigoodsiandiservices,ioritheitransmittingiof
i fundsioridata,ioverianielectronicinetwork,iprimarilyitheiinternet.iTheseibusinessitransactionsioccurieit
heriasibusiness-to-businessi(B2B),ibusiness-to-consumeri(B2C),iconsumer-to-
consumerioriconsumer-to-business.iTheitermsie-commerceiandie-
businessiareiofteniusediinterchangeably.iTheitermie-
tailiisialsoisometimesiusediinireferenceitoitheitransactionaliprocessesiforionlineishopping.
4) Onlineishoppingiisitheiprocessiwherebyiconsumersidirectlyibuyigoodsioriservicesifromiaiselleriinireal-
time,iwithoutianiintermediaryiservice,ioveritheiInternet.iItiisiaiformiofielectronicicommerce.iAnionlinei
shop,ie-shop,ie-
store,iInternetishop,iwebishop,iwebistore,ionlineistore,iorivirtualistoreievokesitheiphysicalianalogyiofib
uyingiproductsioriservicesiatiaibricks-and-
mortariretailerioriiniaishoppingicentre.iTheiprocessiisicalledibusiness-to-
consumeri(B2C)ionlineishopping.iWheniaibusinessibuysifromianotheribusiness,iitiisicalledibusiness-
to-businessi(B2B)ionlineishopping.
15
NEEDiANDiRELEVANCEiOFISTUDY
 Theifocusiofithisiresearchipaperiisitoiidentifyitheiimpactiofionlineishopping ioniinithisiscenario.
 Toidetermineitheicustomersisatisfactionitowardsiitheiproductsianditheiservicesiofionlineishopping.
 Toiiidentifyingitheiimpactiofionlineishopping ionitheiimprovementioficustomer’sisatisfaction.
 Toisuggestisomeifutureirecommendationitoitheiretailicompaniesiforiimplementingitheionlineishop
pingiinitheiribusiness.
16
CHAPTER-2
REVIEW OF LITERATURE
17
LITERATUREIREVIEW
Internet usage history and intensity also affect online shopping potential. Consumers with
longer histories of Internet usage, educated and equipped with better skills and perceptions of the
Web environment have significantly higher intensities of online shopping experiences and are better
candidates to be captured in the well-known concept of flow in the cyber world. Those consumers
using the Internet for a longer time from various locations and for a higher variety of ser-vices are
considered to be more active users.
As Bellman (1999) mention, demographics are not so important in determining online

purchasing potential. Whether the consumer has a wired lifestyle and the time constraints the person
has are much more influential. Risk taking propensity is also a powerful factor. E-shoppers have
higher risk-taking tendencies. Consumers with high levels of privacy and security concerns have
lower purchasing rates in online markets but they balance this characteristic with their quest for
making use of the information advantage of the environment These educated individuals, as more
confident decision makers, are much more demanding and have greater control over the purchasing
process from initiation to completion.
Identifying pre-purchase intentions of consumers is the key to understand why they ultimately
do or do not shop from the Web market. One stream of research under online consumer behavior
consists of studies that handle the variables influencing these intentions. A compilation of some of the
determinants researchers have examined are: transaction security, vendor quality, price
considerations, information and service quality, system quality, privacy and security risks, trust,
shopping enjoyment, valence of online shopping experience, and perceived product quality.
The lists of factors having a positive or negative impact on consumers' propensity to shop do
not seem to be very different from the considerations encountered in offline environments. However,
the sensitivities individuals display for each variable might be very different in online marketplaces.
Factors like price sensitivity, importance attributed to brands or the choice sets considered in online
and offline environments can be significantly different from each other (Andrews and Currim, 2004).
Uncertainties about products and shopping processes, trustworthiness of the online seller, or the
convenience and economic utility they wish to derive from electronic shopping determine the costs
versus the benefits of this environment for consumers. Further studies aiming to complete the full set
of factors influencing consumers' prepurchase intentions are still much awaited.
18
Simon Rigby, Head of Direct Channels at Comet, says, "Our challenge is to meet the needs of
the greatest number of shoppers. By undertaking research on a regular basis, we learn more about our
customers' shopping needs and styles. This helps us todeliver all the necessary eassurances, product
ranges and services. We conducted this survey during our peak selling period as we are in the process
of developing our range of online interactive services, such as Live Chat and CometTV.co.uk.
Powerful multi media sales tools will soon become standard in the online shopping arena. In three
years, you'll be just as likely to click and watch a product related video of your intended purchase on
your computer before you buy - as you are to have an email address today.
Research summarized by Emarketershowed that the Internet applied a bigger influence than for
offline media for electronics compared to that clothing, beauty or home improvement as would be
expected. Internet Marketing has changed the way people buy and sell good and service. It has added
lot of convenience and easy to the whole process of buying. Internet buying prevalence is highest in
the United States, where 93% of Internet users have bought on-line and it is growing rapidly in India
as well (www.ebay.com)
Online trust and customer online purchase intention

i i i i i i I
Onlineitrustiisiainecessityiwheniiticomesitoionlineishopping.iDueitoitheiriskyinatureiofionlineishopping,itrus
tiandiriskiplayisignificantirolesiinieffectingionlineitransactions.iTrusticontributesipositivelyitowardsitheisu
ccessiofionlineitransactions.iOnlineitrustineedsitoibeithereiwhenipersonalifinancialiinformationiandiperson
alidataiisisharediwhileimakingiaipurchaseionline.iOnlineitrustiisibased
i onitheiperceptioniofitheirisksioribenefitsiofitheionlineitransaction.iInitheiIndianicontext,itheiinfluenceiofithei
onlineitrustiasiofimediatingieffectihasibeenistudied
i onicustomerionlineipurchaseiintention.iNumerousistudiesihaveiconcludedithatitheihighericonsumerionlinei
trustiwilliresultiinihighericustomerionlineipurchaseiintention I
Prior online purchase experience and customer online purchase intention:-

i i i i i i i i
Futureibehavioriisideterminedibyiprioriexperiences.iOnlineipurchasesiareistilliconsidereditoibeiriskyicomp
areditoiofflineiretailipurchases.iInianionlineishoppingienvironment,ipriorionlineipurchaseiexperienceileadsi
toitheireductioniofiuncertaintiesiandieventuallyileadsitoianiincreaseiinitheicustomeripurchaseiintention.iOnl
ineishoppersiwhoihaveiboughtiproductsionlineiareimoreiopeniandiinclineditoishopionlineithaniothers.
19
Shopping orientations and customer online purchase orientation:-
i i i i i i
Shoppingiorientationsiareidefinediasiaigeneralidispositionitowarditheiactsiofishoppingiwhichiisioneiofitheip
rimeiindicatorsiofimakingionlineipurchases.iTheiconceptiofishoppingiorientationirefersitoiaispecificisegme
ntiofilifestyleithatiisioperationalizedibyivariousiactivities,iinterestsiandiopinionistatementsirelevantitoishop
ping.iBeingiregardediasiaimulti dimensionaliconstruct,ishoppingiorientationicomprisesiofimanyiconstruc
tsireferringitoidifferentiattitudesiandiopinions.iVijayasarathyiandiJonesi(2000)isegmenteditheishoppersiint
oisevenidistinctivarietiesinamely:iin homeishoppers,ieconomicishoppers,imallishoppers,ipersonalizedish
oppers,iethicalishoppersiandiconvenienceishoppers.iTheyifoundiin homeishoppersimoreiinclineditoionlin
eipurchaseiandihavingihigheripurchaseiintentionithanitheirestiofitheiclasses.iSevenishoppingiorientationityp
esiidentifiedibyiGehrt(2007)iareirecreation,inovelty,iimpulseipurchase,iquality,ibrand,ipriceiandiconvenie
nce.iOfiallitheisevenishoppingiorientations,iimpulseipurchaseiorientation,iqualityiorientationiandibrandiori
entationiwereiperceivediasimoreiimportantifromitheiwebiretaileriperspectiveiandiofteniinvestigateditogeth
er.iTheseithreeiorientationsiwereichoseniforithisistudy.
Impulse purchase orientation:-

i i
I::
Impulseipurchaseibehaviorihappensiwheniaicustomerifeelsitheiurgeitoipurchaseisomethingiatitheiveryiinsta
ntiwithoutianyimoreievaluation.iImpulseipurchaseibehavioriisianiactionidoneiwithoutianyiprioriplaniasiaires
ultiofiaistimulus.iWithitheirampantigrowthiofionlineishopping,itheistudiesimadeibyiDonthuiandiGarciai(199
9)ihaveifoundithatiimpulseipurchaseiorientationiisiaidefaulticharacteristiciofianionlineishopper.
Brand orientation:-
i
Iniinternetitransactions,icustomersiuseitrustedicorporateiandibrandinamesiiniplaceiofiproductiinformationi
whileipurchasingionline.iJayewardenei(2007)ihaveiestablishedifromitheiristudyithatithereiisiaisignificantief
fectiofibrandiorientation ionicustomerionlineipurchaseiintention.
i
20
Quality orientation:-
i :I
BallengeriandiKorgaonkari(1980)ifoundithationeiofitheithingsithatirecreationalishoppersitenditoitakeiintoic
onsiderationiisiqualityiwhenichoosingistoresiforishopping.iInianionlineishoppingicontext,iGehrti(2007)ifou
ndithaticustomersiwhoishopiforirecreationionlineiareisignificantlyiassociatediwithiquality.
Demographic factors:-i
Thoughidemographicivariablesiareinotiextensivelyistudied,imalesiwereifounditoishopionlineimoreithanife
males.iAccessitoicrediticardiandicomputeriexperienceihasiaisignificantieffect ionipurchaseiintention.i
SiniandiTsei(2002)ihaveistudiedivariousidemographicivariablesilikeieducationilevel,igender,i
ageiandileveliofiinternetiusage
i onionlineipurchaseiintention.iTheyifoundithatitheiprofileiofionlineishoppersitendsitoibeimale,iwellieducate
d,ibetween i 21iand
i 30iandihaveiaihighiinternetiusage.iHenceiiniouriresearchistudy,iweiproposeitoistudyitheieffectiofigender,iag
e,ieducation,ileveliofiinternetiusage,icrediticardiandicomputeriusageiexperience
i onicustomerionlineipurchaseiexperience.
21
CHAPTERi– i3
OBJECTIVESi&iRESEARCHiMETHODOLOGY
22
OBJECTIVEiOFiTHEiPROJECT
TheiMainiObjectivesiofitheiStudyiIncludes: -
1. Toiknowicustomer’sithoughti&iperceptioniaboutiOnlineishopping.
2. Toiknowitheifactorsiwhichiaffectidecisionimakingiprocessioficustomeriwhileipurchasingithei
Onlineishoppingiproducts.
3. Toiexamineiwhethericustomersipreferionlineishoppingior physicalistores.
RESEARCHiMETHODOLOGY
i
METHODSiUSEDiFORiDATAiCOLLECTION:i
1. PRIMARYiSOURCES:-ii
DueitoipandemicitheiprimaryidataiisicollectedibyiapproachingitheiindividualsionlineiwithiaiQuestionnairei
andiwasifillediafterimakingithemiunderstanditheiuseiofitheiinformation.iThisiwasidoneitoimakeisureithatithei
informationiprovidediisitrueiandiunbiased.i
2. SECONDARYiSOURCES:-i
Auxiliaryiinformationiisigatheredi from ioldi researchipapersi andi onlineisites.
TOOLSiUSEDiFORiDATAiCOLLECTION
TheiTechniqueiwhichiIiuseditoicollectitheidataiis
•Questionnairei i ii
SAMPLINGiDESIGN/SIZE
Questionnaireiwasiishared toi163iRespondents
SAMPLINGiMETHOD:-
Theisamplingimethodiusediforitheiprojectiwasi“RandomiSampling.”iThisitypeiofisamplingiisialsoiknownia
siprobabilityisamplingiwhereieachiandieveryiitemiinitheipopulationihasianiequalichanceiofiinclusioniinitheis
ampleiandieachioneiofitheipossibleisamples.iThisiprocedureigivesieachiitemianiequaliprobabilityiofibeingis
elected.ii
23
SOURCESiOFiINFORMATIONiCOLLECTION
Basicallyitheisourceiofitheiinformationiforithisiprojectiwasitakenionlineibyiquestionnaireifromithoseiwhoiw
ereiresidingidifferentiregionsilikei(Punjab,iNoida,iLucknow,iMathuraiandiVaranasi)
24
CHAPTER i-4
DATA ANALYSIS &iINTERPRETATION
25
TABLE-1iGENDER
SliNo Particulars NoiofiRespondents %age

1 Male 97 59.5
2 Female 66 40.4
Total 163 100
FIGURE i4.1i
No. of Respondents
66
97
0
0
FromiTheiAboveiTableiItsiShowsitheiMaleiRespondentiIs i59.5%iWhereiFemaleiRespondentiIs which

There is 66% Female and 97% Male are involved
WG
26
TABLE i-2iAGEiOFiRESPONDENTS
SliNo Particulars No.iofirespondents %age

1 15-25 143 87.7
2 26-35 15 9.2
3 36-49 4 2.5
4 50iandiabove 1 o.6
Total 163 100
FIGURE i4.2i
No. of Respondents
143
163
1 4 15
1 15-25 2 26-35 3 36-49 4 50 and above 4 total
i Fromitheiaboveitableiitishowsithat i87.7%ihasiaiplaceiwith i15-25iyears, i9.2%ihasiaiplaceiwith i26-

35iyearsiand i2.5%ihasiaiplaceiwithiover i36-49i& i0.6%ihas i50iyearsioldirespondents
27
TABLE- i3
Q-1iWHICHiISiTHEiMOSTiPREFRABLEiONLINEiSTOREiUSEDiBYiYOUi?
1 Amazon 70 42.90
2 Flipkart 75 46.00
3 Snapdeal 2 1.20
4 Myntra 16 9.80
5 Limeiroad 0 0.00
Total 163 100.00
FIGURE i4.3
No. of Respondents
70
163
75
0 16 2
1 amzon 2 flipkart 3 snapdeal 4 myntra 5 lime road 5 total
i Fromitheiaboveitable i42.90%,irespondentiareiusingiamazon i46.00%i,peopleiareiusingiflipkart

i,1.20%ipeopleiusingisnapdealiand i9.80%ipeopleiareiusingimyntrai
28
TABLE-4
Q-2iHOWiFREQUENTLYiYOUiOPTiFORiONLINEiSHOPPING?

1 Everyday 2 1.22
2 Iniaiweek 27 16.56
3 Iniaimonth 77 47.23
4 Quiteioften 57 34.96
Total 163 100
FIGURE-4.4
No. of Respondents
2
27
77
163
57
1 everyday 2 in a week 3 in a month 4 quite often 4 total
Fromitheiaboveitable i1.22%ipeopleiareioptieveryiday, i16.56%iareioptiiniaiweek,

i47.23%iipersonioptingiiniaimonthiand i34.96%iareioptiquiteioften
29
i TABLE-5
Q-3iWHYiDOiYOUiPREFERiONLINEiSHOPPING?

1 Muchiconvenientianditimeisaving 74 45.39
2 Lowiprice 19 11.65
3 Productiquality 30 18.40
4 Youigetirareiproductsiasiofflineimarketing 29 17.79
5 Others 11 6.74
Total 163 100
FIGURE-4.5
No. of Respondents
74
163 19
30
29
11
1 much convenient and time saving

2 low price
3 product quality
4 you get rare products as offline marketing
5 others
5 total
Fromitheiaboveitableiitsishowsithat i45.39%ipeopleiforiconvenienti&itimeisaving,ifor i11.65%ilowiprice,ifor

i18.40%iisiproductiquality,ifor i17.79%iitsiprovideirareiproductithaniofflineimarketiandifor
i6.74%ipeopleiareihavingianotherireasons
30
TABLE i-6
Q-4iONLINEiPURCHASINGiSAVESiTIME?

1 Stronglyiagree 46 28.22
2 Agree 70 42.94
3 Neutral 35 21.47
4 Disagree 10 6.13
5 Stronglyidisagree 2 1.22
Total 163 100
FIGURE4.6
No. of Respondents
46, 14%
163, 50% 70, 21%
35, 11%
10,1%
2, 3%
1 strongly agree 2 agree 3 neutral

4 disagree 5 strongly disagree 5 total
Fromitheiaboveitableiweicaniseeithat i28.22%irespondentsistronglyiagree, i42.94%irespondentsiagreeiand

i21.47%irespondentsineutral i6.13%irespondentidisagreei& i1.22%irespondenti areistronglyidisagree
31
TABLE-7
Q-5iONLINEiPURCHASEiISiECONOMICAL?
2 Agree 87 53.37
3 Neutral 44 26.99
4 Disagree 4 2.45
Total 163 100
FIGURE-4.7
No. of Respondents
27
87
163
44
1
4
1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

i26.99%irespondentsineutral, i2.45%irespondentidisagreei & i0.61%irespondentiareistronglyidisagree
32
TABLE-8
Q-6iCANiUiPREFERiQUALITYiPRODUCTSiWITHiIMAGESiANDiTHUMBNAILS?

2 Agree 80 49.07
3 Neutral 45 27.60
4 Disagree 12 7.36
Total 163 100
iFIGURE-4.8
No. of Respondents
24
80
163
45
12

33
TABLE i-9
Q-
7iDOiYOUiTHINKiRETURNiORiEXCHANGEiCONDITIONSiAREiNOTiGOODiASiCOMPREDi
TOiOFFLINEiMARKETING?
2 Agree 52 31.90
3 Neutral 32 19.63
4 Disagree 57 34.96
Total 163 100
FIGURE-4.9
No. of Respondents
15
52
163 32
57

34
TABLE-10
Q-8iONLINEiSHOPPINGiISiHASSLEiFREEiASiCOMPAREDiTOiOFFLINEiMARKETING?
2 Agree 92 56.44
3 Neutral 33 20.24
4 Disagree 16 9.81
Total 163 100
FIGURE-4.10
No. of Respondents
19
92
163
33
16

35
TABLE-11
Q-
9iONLINEiPURCHASINGiGIVESiYOUiMOREiOFFERiANDiPRIZESiASCOMPAREDiTOiOFF
LINEiMRKETING?
2 Agree 89 54.60
3 Neutral 24 14.72
4 Disagree 8 4.90
Total 163 100
FIGURE-4.11
No. of Respondents
39
163 89
24
8
1

36
i TABLE i-12
Q-
10iONLINEiSHOPPINGiGIVESiYOUiDIFFERENTiPAYMENTiOPTIONiASiCOMPAREDiTOi
OFFLINEiMARKETING?
2 Agree 74 45.39
3 Neutral 23 14.11
4 Disagree 8 4.90
5 Stronglyidisagree 0 0
Total 163 100
FIGURE- i4.12
No. of Respondents
53
163 74
23
8
0

i14.11%irespondentsineutral, i4.90%irespondentidisagreei &inoioneirespondiforistronglyidisagree
37
TABLE-13
Q-11iONLINEiSHOPPINGiISiGAININGiMUCH
iSPACEiANDiPOPULARITYiASiCOMPAREDi TOiOFFLINEiMARKET?

2 Agree 97 59.50
3 Neutral 24 14.72
4 Disagree 6 3.68
Total 163 100
FIGURE-4.13
No. of Respondents
31
97
163
24
16

i14.72%irespondentsineutral, i3.68%irespondentidisagreei & i0.61%irespondentiforistronglyidisagree
38
TABLE-14
Q-12HHow satisfied are you with the quality of products??

1 Very satisfied 19 11.65
2 Satisfied 92 56.44
3 Neutral 33 20.24
4 Dissatisfied 16 9.81
5 Very 1 0.61
dissatisfied
Total 163 100
FIGURE-4.14
No. of Respondents
[VALUE]
[VALUE]
163, 50%
[VALUE]
1,16,
0%5%

39
TABLE-15
Q-
13iYOUiWILLiPREFERiTHEiONLINEiSTOREiWHOSEiCUSTOMERiSUPPORTiISiFRIENDL
Y?
2 Agree 95 58.28
3 Neutral 25 15.33
4 Disagree 5 3.06
Total 163 100
FIGURE- i4.15
No. of Respondents
32
95
163
25
5
1

i15.33%irespondentsineutral, i3.06%irespondentidisagreei & i0.61%irespondentiforistronglyidisagree
40
TABLE i-16
Q-
14iONLINEiPURCHASINGiCANiBEiUSEDiATiANYiTIMEANDiPLACEiUNLIKEiOFFLINEiM
ARKETINGiWITHiDEDICATEDiHOURSiOFiOPENNING?
2 Agree 71 43.55
3 Neutral 27 16.56
4 Disagree 3 1.84
Total 163 100
FIGURE i4.16
No. of Respondents
26
89
163
32
2 11

i16.56%irespondentsineutral, i01.84%irespondentidisagreei &iNOiONEirespondiforistronglyidisagree
41
TABLE-17
Q-15iONLINEiSTORESiWITHiLIVEiCHATiSUPPORTiAREiMUCHiHELPFUL?
2 Agree 89 54.60
3 Neutral 32 19.63
4 Disagree 11 6.74
Total 163 100
FIGURE-4.17
No. of Respondents
26
89
163
32
11

i19.63%irespondentsineutral, i06.74%irespondentidisagreei & i1.22irespondentiforistronglyidisagree
42
TABLE-18
Q-16iONLINEiSTOREiGIVESiYOU iAiONEiSTOPiDESTINATIONiFORiALL
PRODUCTSiANDiCOMMODITIESiASiCOMAPRED TOiOFFLINEiMARKRT?
2 Agree 91 55.82
3 Neutral 30 18.40
4 Disagree 5 3.06
Total 163 100
FIGURE- i4.18
No. of Respondents
34
91
163
30
15

43
TABLE-19
Q- i17
iONLINEiSTORESiWITHiVERIFIEDiCUSTOMERSiREVIEWSiGIVEiYOUiANiIDEAiOFiTHEi
PRODUCT?
sliNo Particulars NoiofiRespondents %age

2 Agree 91 55.82
3 Neutral 30 18.40
4 Disagree 5 3.06
Total 163 100
FIGURE- i4.19
No. of Respondents
34
91
163
30
5
1

44
TABLE-20
Q-
18iYOUiFEELiMOREiSATISFIEDiOPTINGiFORiONLINEiPURCHASINGiASiCOMPAREDiTO
iOFFLINEiMARKETING?

2 Agree 79 48.46
3 Neutral 44 26.99
4 Disagree 13 7.97
Total 163 100
FIGURE- i4.20
No. of Respondents
[VALUE]
[VALUE]
[VALUE]
[VALUE]
0,13,
0%4%

i26.99%irespondentsineutral, i07.97%irespondentidisagreei &inoioneiirespondiforistronglyidisagree
45
TABLE-21
Q-18IYOU THINK E-COMMERCE INDUSTRY IS GOING TO REPLACE

YOUR TRADITINAL OFFLINE SHOPPING OF GOODS HABIT?
2 Agree 89 54.60
3 Neutral 32 19.63
4 Disagree 12 6.74
Total 163 100
FIGURE-4.21
No. of Respondents
26
89
163
32
11

46
CHAPTER i-5
FINDING CONCLUSION
AND SUGGESTIONS i i
47
FINDINGS
 Theimaximuminumberiofirespondentiwhichiisi87%iwhoidoionlineishoppingiisiagedibetween
i 15 i-25
 46%iofirespondentsiareimotivatedibyiflipkartitoipurchaseitheiproductiand
i 42%iofirespondentsibuyitheiproductsiatiamazonistore.
 47%iofirespondentsiareioptingionlineishoppingiiniaimonthiwhere
i 34%irespondentsioptiquiteioften.
 45%iofirespondentsithoughtithatiitiisimuchiconvenienti&itimeisavingiwhere
i 18%ithoughtithatiitioffersigoodiproductiquality.
 53%irespondentsiareiagreeingithationlineishoppingiisieconomicaliwhere i27%iareineutral.
 49%iofirespondentsiareiagreeingithatitheyipreferiqualityiproductiwithiimagei&ithumbnailiwher
e i27%iareineutral.
 35%iofirespondentsiareidisagreeingithatireturni&iexchangeiareinotigoodiwhere i31%iareiagree
i onithat.
 56%iofirespondentsiareithoughtithationlineishoppingiisihassleifreeiasicomparediofflineimarketi
ngiwhere i20%iareineutral.
 54%iofirespondentsithoughtithationlineimarketeriprovideitheicompetitiveipriceithaniphysicalist
ores. Becauseitheyiprovideivariousidiscounts,icoupons,ifreeioffersietc.
 45%iofirespondentsiareistronglyiagreedithationlineishoppingigivesimanyimoreipaymentioptioni
asicomparediofflineimarketing.
 59%iofirespondentsiareiagreeingithationlineishoppingiisigainingimoreipopularityiasicompariso
niofflineimarketing.
 56%iofirespondentsiare satisfied with the quality of product fromionlineimarketingiwhere
i 20%iareineutral.
 55%iofirespondentsithoughtithationlineistoreigivesioneistopidestinationiforialliproductsiandico
mmoditiesiasicompareditoiofflineimarketing.
 55%iofirespondentsiareiagreeingithationlineistoresiwithiverifiedicustomer’sireviewsigiveithemi
aniideaiofitheiproduct.
 49%iofirespondentsiareiagreeingithatiitiisimoreisatisfiedioptingiforionlineipurchasingiasicompa
reditoiofflineimarketingiwhere i27%iareirespondentsiisineutral.
 54%iofirespondentsiareiagreeingthat e-commerce industry is going to replace there traditinal
offline shopping of goods habits iwhere i19%iareirespondentsiisineutral.
48
CONCLUSION
The endeavour of this study is to identify the motivating factor towards

online shopping as well as inhivitation of online shopping therefore, from the
findings it was found the customer puschasing decision , where dependent or
various factors all these motives is to motivates the consumers to purchase
product through online.
49
RECOMMENDATIONS
 Asiweicameitoiknowiafteriresearching ionithisitopiciweire commendi that, itheionlineishoppingi

companiesimakei return ipolicy istrongi andi ensureitheifastidelivery
 Oneithingiisithatiouribuyingibehaviouridependsiuponiproductidescriptionibutistillican’tigetilikei
that isoi it imakes inecessaryi toiall ithe iretailers iauthorisedi access ion iwebsites
i soithatifraudiwillibeiless.
 Apartifrom ithat imake irurali areai delivery ifastest iand iconvenient.iBecause iit itakes itoo
i much itimes.
 Oneiimoreithingi isi that iithere ishould ibe itransactioni ofi money iis ivery islowi they ihave ito
i make iiti fast iso ithat customers don't have to hace much problems to pay for the product,
if customers is going to visit our site and buy product.
Followingiimplicationsishouldibeifollowed:-
 Returnipolicy
 Authorizediaccessiofiretailer
 Ruraliareaidelivery
 Fastitransactioniandicustomerisatisfaction
50
LIMITATIONSiOFiTHEiSTUDY
1. Thei complete istudy irevolvesi aroundi the ipeople iwith ispecifici interest iandiiiiiconcern.
2. Theifindings iand iconclusion iis iparticularly ibased i on ithe iexperience iof icorrespondents.
3. There iis igenerally ilarge inumber iof icustomers ibut ithe istudyi was imade ionly iwith ilimited
i number iof isamples.
4. Thei study iwas icompleted imaintaining ithe idecorumi ofi theipeoplei participated iin ithe isurvey.
5. The information collected by the customers might not be completely true, there may be some
i i i i i i i i i i i i i i
i errors.
51
FURTHER SCOPEiOFiTHEiSTUDY
After analysing the data collected from various users of online shoping, the following
scopes are as :-
 Its main motive is to know about their satisfaction and interst for online purchasing i.e. customer
is satisfied or not for online purchasing
Also,
 For knowing itheibrandiloyaltyi of idifferent igroupi of ipeople.
Also,
 For iknowingi about iwhich itype iof ipurchase ipeople iprefer ithe imost.
 Its main motive is alsoifindioutithe idifferent iprice irange ithat ipeopleigenerally iprefer.
 And also toifindioutitheireasoniforibuyingithingsionline.
So this all are the further scope of the study.
52
BIBLIOGRAPHY
 Das, J. (2018). Customer perception towards ‘online shopping and services: An empirical
study. Journal of Management (JOM), 5(5), 155-163.
 Kimes Ph D, S. E. (2011). Customer perceptions of electronic shopping.
 Hirschberg, C., Rajko, A., Schumacher, T., &Wrulich, M. (2010). The changing market of
oline shopping. Mckinsey: New York, NY, USA.
 ARORA, M., & BISNOI, V. (2017).Consumer attitude towards online shopping and their
satisfaction.Dr. APJ Abdul Kalam Technical University, 12(5), 84-88.
 Leong, W. H. (2016). E-commerce shhoping System Using Mobile Phone (Doctoral
dissertation, UTAR).
 Raman, P. (2010).Understanding female consumersintention to shop online. International
Journal of Research in Engineering, IT and Social Sciences, 09
 WWW. SLIDESHARE.NET
 WWW.WIKIPEDIA.COM
 WWW.TECHTARGET.COM
 WWW.COMPUTERHOPE.COM
53
ANNEXURE
“An analysis of customer satisfaction towards online shopping ”

i i ii i i
: A study of Varanasi division

Questionnaire
1- PERSONALiDETAILS:-
 NAME_____________
 EMAIL______________
 GENDERi–iiiMALE________iFEMALE_________
 AGEiGROUP-i
15-25 ____i i26-35i____i i36-49____i i50iandiabovei____
Q-1iiwhichiisitheimostipreferableionlineistoreiusedibyiyou?
 Amazon
 Flipkart
 Snapdeal
 Myntra
 LimeiRoad
i
Q-2iHowifrequentlyiyouioptiforionlineishopping?
 Everyday
 Iniaiweek
 Iniaimonth
 Quiteioften
Q-3 Why do you prefer online shopping?
i i i i i i
 Muchiconvenientianditimeisaving
 Lowiprice
 ProductiQuality
 Youigetirareiproductsiasicompareditoiofflineimarketing
54
 Others
Q-4 Online purchasing saves time
i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
 StronglyiDisagree
Q-5 Online purchasing is economical
i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-6 I prefer quality products with images and thumbnails

i i i i i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-
i 7 Return or exchange conditions are not as good as compared to offline marketing.
i i i i i i i i i i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q- 8 Online shopping is hassle-free as compared to offline marketing.
i i i i i i i i i i
 StronglyiAgree
55
 Agree
 Neutral
 Disagree
Q-
9 Online purchasing gives you more offers and prizes as compared to offline market
ing
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-
10 Online shopping gives you different payment options as compared to offline mark
i i i i i i i i i i i i
eting.
 Stronglyiagree
 Agree
 Neutral
 Disagree
Q-
i 11 Online shopping is gaining much space and popularity as compared to offline mar
keting.
 Stronglyiagree
 Agree
 Neutral
 Disagree
56
Q-12 How satisfied are you with the quality of products?
H
 Very Satisfied
 Satisfied
 Neutral
 Disatisfied
 Very disatisfied
Q- 13 You will prefer the online stores whose customer support is friendly.
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-
14 Online purchasing can be used at any time and place unlike offline marketing with
i i i i i i i i i i i i i i i
dedicated hours of opening.

i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-15 Online stores with live chat support are much helpful.
i i i i i i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
 Stronglyiagree
57
Q-16 Online stores give you a one-
i i i i i i
stop destination for all products and commodities as compared to offline marketing.
i i i i i i i i i i i
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-17 Online stores with verified customer reviews give you an idea of the product.
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-18
i You feel more satisfied opting for online purchasing as compared to offline marketin
g.
 StronglyiAgree
 Agree
 Neutral
 Disagree
Q-19 You think e-commerce industry is going to replace your traditinal offline
i
shopping of goods habit.
 StronglyiAgree
 Agree
 Neutral
 Disagree StronglyiDisagree
58

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Akanksha Tiwari - Online Shopping

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SURVEY REPORT

Submitted in Partial Fulfillment of the requirements for the degree of

Under the Guidance of

Dr. Vibha Pandey

The survey project on “An Analysis of Customer Satisfaction towards Online

I take this opportunity to thank a number of people who helped me during my

In particular I, wish to thank DR. VIBHA PANDEY, Assistant Professor, Faculty of

CHAPTER DISCRIPTION PAGE NO.

Chapter II  Extensive Literature Review

 Major Findings (Objective-

Here is the few reason why online shopping is preferable:

2. Information and reviews:-

i 3. Home delivery concept :-

5. Increase in the number of buyers and sellers :-

Snapdealioffersieverythingifromilocalidaily i deals i onirestaurantsianditravelitoionlineiproducts

As Bellman (1999) mention, demographics are not so important in determining online

Online trust and customer online purchase intention

Prior online purchase experience and customer online purchase intention:-

Impulse purchase orientation:-

SliNo Particulars NoiofiRespondents %age

FromiTheiAboveiTableiItsiShowsitheiMaleiRespondentiIs i59.5%iWhereiFemaleiRespondentiIs which

SliNo Particulars No.iofirespondents %age

i Fromitheiaboveitableiitishowsithat i87.7%ihasiaiplaceiwith i15-25iyears, i9.2%ihasiaiplaceiwith i26-

1 amzon 2 flipkart 3 snapdeal 4 myntra 5 lime road 5 total

i Fromitheiaboveitable i42.90%,irespondentiareiusingiamazon i46.00%i,peopleiareiusingiflipkart

SliNo Particulars NoiofiRespondents %age

1 everyday 2 in a week 3 in a month 4 quite often 4 total

Fromitheiaboveitable i1.22%ipeopleiareioptieveryiday, i16.56%iareioptiiniaiweek,

SliNo Particulars NoiofiRespondents %age

1 much convenient and time saving

Fromitheiaboveitableiitsishowsithat i45.39%ipeopleiforiconvenienti&itimeisaving,ifor i11.65%ilowiprice,ifor

SliNo Particulars NoiofiRespondents %age

163, 50% 70, 21%

1 strongly agree 2 agree 3 neutral

Fromitheiaboveitableiweicaniseeithat i28.22%irespondentsistronglyiagree, i42.94%irespondentsiagreeiand

Fromitheiaboveitableiweicaniseeithat i16.56%irespondentsistronglyiagree, i53.37%irespondentsiagreeiand

SliNo Particulars NoiofiRespondents %age

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i14.72%irespondentsistronglyiagree, i49.07%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i9.20%irespondentsistronglyiagree, i31.90%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i11.65%irespondentsistronglyiagree, i56.44%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i23.92%irespondentsistronglyiagree, i54.60%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i32.51%irespondentsistronglyiagree, i45.39%irespondentsiagreeiand

SliNo Particulars NoiofiRespondents %age

Fromitheiaboveitableiweicaniseeithat i19.01%irespondentsistronglyiagree, i59.50%irespondentsiagreeiand

Q-12HHow satisfied are you with the quality of products??

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i11.65%irespondentsistronglyiagree, i56.44%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i19.63%irespondentsistronglyiagree, i58.28%irespondentsiagreeiand

Fromitheiaboveitableiweicaniseeithat i35.58%irespondentsistronglyiagree, i43.55%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i15.95%irespondentsistronglyiagree, i54.60%irespondentsiagreeiand

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i20.85%irespondentsistronglyiagree, i55.82%irespondentsiagreeiand

sliNo Particulars NoiofiRespondents %age

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total

Fromitheiaboveitableiweicaniseeithat i20.85%irespondentsistronglyiagree, i55.82%irespondentsiagreeiand

SliNo Particulars NoiofiRespondents %age

1 strongly agree 2 agree 3 neutral 4 disagree 5 strongly disagree 5 total