A STUDY ON CUSTOMER SATISFACTION TOWARDS

ONLINE

SHOPPING WITH REFERENCE TO TEXTILE

INDUSTRIES

PROJECT SUBMITTED IN PARTIAL FULFILLMENT FOR THE

AWARD OF THE DEGREE
B COM (COMPUTER APLLICATIONS)
(2023-2024)

TO OSMANIA UNIVERSITY, HYDERABAD-500007

SUBMITTED BY

 1 A.GOWRI RATNAM H.NO-118221405001

 2 I.ASHWINI H.NO-118221405034
 3 TANNERU NIKITHA H.NO-118221405103
 4 TEJAVATH NIKITHA H.NO-118221405106

SHANTHINIKETAN DEGREE &PG COLLEGE FOR WOMENS

(AFFILIATED TO OSMANIA UNIVERSITY)

 SHANTHINIKETAN WOMEN’S COLLEGE

(AFFILIATED OF OSMANIA UNIVERSITY)

CERTIFICATION
This is to clarify that the project report titled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS ONLINE SHOPPING WITH REFERENCE TO
TEXTILE INDUSTRIES” has been done by A.GOWRI RATNAM (H.NO-
118221405001), I.ASHWINI (H.NO-118221405034), TANNERU NIKITHA
(H.NO-118221405103), (TEJAVATH NIKITHA H.NO-118221405106) of
B.COM(Computer Applications) during the VI Semester of the course
from SHANTHINIKETAN WOME’S COLLEGE,HYDERABAD and affiliated to
OSMANIA UNIVERSITY HYDERABAD Under the supervision of
Mrs.S.Srilakshmi Betina

Internal Guide External Guide

Principal
A STUDY ON CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING WITH
REFERENCE TO TEXTILE
INDUSTRIES

Project submitted to the graduate faculty of

shanthiniketan college

Department of
B.COM Computer applications

By

A GOWRI RATNAM H.NO-118221405001

I ASHWINI H.NO-118221405034

TANNERU NIKITHA H.NO-118221405103

TEJAVATH NIKITHA H.NO-118221405106

 DECLARATION
I hereby declare that the work which is being presented in the
B.com(computer application) project report entitled-

“A STUDY OF CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING

WITH REFERENCE TO TEXTILE INDUTRIES”, Submitted to
Osmania University in Partial fulfillment of B.COM (computer
application) course requirement, is a record of original work
done by our team members under the guidence of S.Srilakshmi
ma’am, Shanthiniketan Women’s College Hyderabad.

NAME ROLL NNUMBER SIGNATURE

A GOWRI RATNAM H.NO-118221405001

I ASHWINI H.NO-118221405034

TANNERU NIKITHA H.NO-118221405103

TEJAVATH NIKITHA H.NO-118221405106

 TOPIC

CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING
WITH REFERENCE TO TEXTILE
INDUTRIES
 INDEX

S.NO CONTENT PAGE NO

CHAPTER 1 INTRODUCTION

Introduction
Need of the study

Scope of the study

Objectives of the study

Research Methodology

Limitations of the study

CHAPTER 2 THEORETICAL FRAMEWORK

CHAPTER 3 DATA ANALYSIS &INTERPRETATION

CHAPTER 4 FINDINGS, SUGGESTIONS &

CONCLUSION
CHAPTER 5 BIBILOGRAPHY

CHAPTER 6 ANNEXURE
ABSTRACT:

In the era of globalization electronic marketing is a great revolution. Over

the last decade maximum business organizations are running with
technological change. Online shopping or marketing is the use of
technology (i.e., computer) for better marketing performance. And
retailers are devising strategies to meet the demand of online shoppers;
they are busy in studying consumer behavior in the field of online
shopping, to see the consumer attitudes towards online shopping.
Therefore, we have also decided to study consumer's attitudes towards
online.
 CHAPTER – 01
INTRODUCTION

CUSTOMER SATISFACTION :

1
Customer satisfaction is defined as the number of customers or percentage of total
customers whose reported experience with a firm its products or its services exceeds
specified satisfaction goals customers play an important role and are essential in
keeping a product or service relevant it is therefore in the best interest of the business
to ensure customer satisfaction and build customer loyalty .the present study examines
the satisfaction level of customers using online shopping services .the facilities are
such as the customer can have several variations about any product it is very time-
saving process and the main thing is that the customer can compare the price of the
product .it is very important to require strong branding for making successful and it is
most important that the company needs to make the affordable price of the product .so
that the more customers are attracted and satisfied as well. if the company is capable
to attract more customers and to satisfy more customers through the process of online
shopping then the company will provide a strong satisfaction to the other strong
companies in the business market. Shopping via the 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 customer 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 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 maintain sand 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 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 levels of users. Once the authorized personnel feed the
relevant data into the system, several reports could be generated as per the security.
With such an increasing and upward trend being witnessed in the online
textile industry, retailers with a presence on the Internet have a big possibility to

2
become the Unicorns (a company with a value of over $1 billion) of new-age India.
When the lockdown was imposed amid the Covid-19 pandemic and it was a summer
season, people were doing their summer-related purchase online as retail shops were
not allowed to open to curtailing the spread of coronavirus. With all these
developments in place, businesses of the online retail industry also witnessed a spike
in revenue sheets. The online textile industry has all the valid reasons to give birth to
new Unicorns in India.
During the lockdown, shopping was taking place through the online route and most of
the customers were happy with the online experience. Right from choosing items to
trying them, even the return policies created a win-win situation for shoppers on the
Internet as customers felt very comfortable purchasing their stuff online. It has been
predicted by many textile industry experts that the trend of increased sales in the
online textile industry will continue to persist in the future as well. And, hence, the
birth of online retailers Unicorns is imminent.
According to Peter Drucker, “Quality in a product or service is not what the supplier
puts in. It is what customer gets out and is willing to pay for.
While customers now have the power and platforms to broadcast their opinions on
just about anything, keeping customers happy is not that black and white. It’s not
always a matter of liking and hating. Moving the customer satisfaction, needle so to
speak, impacts business. Every little improvement on how your customers perceive
and value your products and services directly impact your bottom line.

Many people choose to conduct shopping online because of the convenience. Online
shopping allows you to browse through endless possibilities, and even offers
merchandise that's unavailable in stores.

NEED OF THE STUDY:

Nowadays online shopping has become very popular. In this competitive world there
are many options for the customer to buy a product so to be in the competition the
customer satisfaction plays a vital role.
Hence there is a need to understand the ways to satisfy the customer as well as to
understand the factors influences them to make loyal to the website.

SCOPE OF THE STUDY:

3
1.Customer satisfaction is the extent to which a firm fulfills a customers need, desires
and expectations on online.
2.This study covers the level of satisfaction acquired by the customer buying goods on
online.
3.This study also covers the mode and speed of the delivery of the product.
4.Advantages and risks that the customer gained by shopping on online can be

studied.

OBJECTIVES OF THE STUDY:

1. To find out the satisfaction level of customer for online purchase.
2. To find out the customer satisfaction level for service provided by the online
shopping.
3. To know the specific reasons behind purchasing goods on online.
4. To understand the current trains and requirements of customers.
5. To analyze the benefits required by a customer through online shopping.

RESEARCH METHODOLOGY:

Research methodology includes data collection and sample size.

Sources of Data:

The data for this study is collected from two sources. They are:

a) Primary data:

It refers to the first-hand data gathered by the researchers themselves.

This data is collected from the respondents It was collected through questionnaire
prepared contains. Relevant question that are both close ended and open ended.

4
b) Secondary data:

It is research data that has previously been gathered and can be accessed by
researchers.

Some of the data is collected from the books, newspaper and websites.

Sampling plan of the study:

Sample size 100

The sample size is a term used in research for defining the number of subjects
included in a sample size. These include number of sample variable size.

During the process of the study, security has been conducted on 100
respondents.

Sampling Technique:

In this study random sampling method was adopted. Random Sampling Method: Each
sample has an equal probability of being chosen.

LIMITATIONS OF THE STUDY:

1. The data may not be accurate.
2. The survey is only conducted on particular people as it is a random sampling
method
3. The study is confined to satisfaction of customers towards online shopping only.
4. Due to the storage of time and other constraints the study has been limited to 100

respondents.

5
 CHAPTER – 02

THEORETICAL FRAMEWORK

6
Consumer satisfaction with Internet shopping has been conceptualized in a variety
of ways. Studies in this area remain broad and appear relatively fragmented. In view
of this, the purpose of this study is to propose a research framework that integrates
both end-user computing satisfaction literature and service quality literature.

This framework explains the level customer satisfaction towards online shopping.

online shopping experiences and are better candidates to be captured in the well-
known concept of flow in the cyber world (Sisk, 2000; Hoffman and Novak, 1996;
Liao and Cheung, 2001). 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 (Manoalides and Hammond, 2000). As Bellman et al. (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

7
rates in online markets but they balance this characteristic with their quest for making
use of the information advantage of the environment (Kwak et al., 2002; Miyazaki
and Fernandez, 2001). These educated individuals, as more confident decision
makers, are much more demanding and have greater control over the purchasing
process from initiation to completion (Rao et al., 1998). 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 behaviour
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. (Liao and Cheung, 2001; Saeed
et al., 2003; Miyazaki and Fernandez, 2001; Chen and Dubinsky, 2003). 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 Curium, 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
(Teo et al., 2004). Further studies aiming to complete the full set of factors
influencing consumers' prepurchase intentions are still much awaited. 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. 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
multimedia 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 EMarketer (2005) showed that the Internet
applied a bigger influence than for offline media for electronics compared to that

8
clothing, beauty or home improvement as would be expected. Internet Marketing has
chain.
You can’t build a loyal customer following if you don’t know what your customers
think or feel about your products/services. It’s important to effectively measures the
customer satisfaction so you can meet your customer’s expectations. The single
greatest predictor of satisfaction is the perceived quality of your products/services.
This is measured by the customer’s perception of the brand’s overall quality,
perceived reliability, and the extent your customer’s need are fulfilled. Other
satisfaction factors include your customer’s brand loyalty, the satisfaction of a
specific product attribute, and the customer’s likelihood to repurchase. With the
Qualtrics experience software you can measure these components and more, and
gather the insights you need to make decisions about your customer experience
strategy.
At the turn of a new millennium, the business environment has undergone a rapid
transformation with the Internet, making it possible for a large number of users to
access vast amounts of information through a diverse array of technical tools and
services. Never before have consumers been able to shop from anywhere at any time
with a few clicks of their mouse. As a result, online shopping, an unforeseen event
only a few years ago, has continued to grow. Between 1998 and 1999, business-to-
consumer Internet sales in the United States grew by 120%, to approximately $33.1
billion (Shop.org & Boston Consulting Group, 2000). In 2000, Forrester Research
(2001) reported that online sales to consumers amounted to $48.3 billion, representing
an annual growth of 45.9%.

Despite these impressive sales growth rates, evidence suggests that many consumers
search retailer Web sites intending to purchase, but subsequently abandon these
purchase attempts. Jupiter Communications reported that approximately 72% of
online users research products once per month (Shop.org, 2001). Such high levels of
search activity should translate into similarly high purchase levels. However, it was
estimated that business worldwide lost approximately $6.1 billion in 2000 due to
failed purchase attempts (Blank, 2000). Conversion rates, the proportions of
consumers buying from sites visited remain low, ranging between 2.8% and 3.2%
according to a 2000 Boston Consulting Group study (Shop.org & Boston Consulting
Group, 2000).

9
Customer service can be more about using good manners and instincts than anything you can present
in a training guide. To maintain consistency with customer service and have coordinated responses
for out-of-the-box customer demands, developing a theoretical framework for customer satisfaction
can provide solutions. Any member of the staff will feel better able to respond to even the most
unusual customer demands.
Not all problems can be categorized with simple solutions that can save the day. It's the problems
that have no clear solutions that can often be easier to solve by having a framework for customer
service in place. If employees know how far you are willing to go with typical customer complaints,
it only provides the basis for solving problems that are not part of the list. When your theoretical
framework implies that the customer is always right, nobody will need to stress over details to figure
out that a full refund can be offered as a solution if an employee wants to do what is right.

PERCEIVED QUALITY OF TEXTILE PRODUCTS

It is usually underlined that customer expectations are often represented as
dimensions of quality. Customer satisfaction has roots in two ideas about quality that
come from an operational/production view of the business. The first idea is that
quality can be measured by the gap between customers' expectations and their
perceptions. This gap-based view of quality says that if you beat customers'
expectations you have good quality. The second idea is that quality is about
conformance to a standard or specification. Within this idea is that once the design is
set, quality is about ensuring that the end deliverable to the customer meets this
design. Consequently, from a production/operations point of view, customer
satisfaction is about monitoring the quality of delivery of the product and service.
Recent research relives those six out of ten Spanish women find quality to be their
main motivation to buy in this sector while 30 percent feel that design is most
important. Quality has been defined in a variety of ways in the literature. According to
Peter Drucker, “Quality in a product or service is not what the supplier puts in. It is
what customer gets out and is willing to pay for.

TEXTILE INDUSTRIES IN INDIA

The Indian textiles industry has immense potential to register an indelible
mark while contributing to the growth and success story of the nation but the sector
needs more support from the government like policy initiatives, crackdown on red-
tapism involved in availing schemes meant for the textile industry.

10
Moreover, the Centre also took the decision to rationalize the duties on raw material
inputs. But more export promotion policies are required for the textiles sector, like in
the past, the Central government allowed 100 percent FDI in the sector under the
automatic route.
Indian textile industry is entering into a no holds barred kind of phase where the sky is
the limit, provided the sector gets robust support from the government in terms of
policies, promotions, and incentives so that the domain can move up the ladder and
chart its own course in the right direction.

THERE ARE MANY EXAMPLES FOR TEXTILE INDUSTRIES

WHICH ARE PROVIDING SERVICES THROUGH ONLINE
SOME OF THEM ARE.
MYNTRA
Myntra is a major Indian fashion e-commerce company headquartered in Bengaluru,
Karnataka, India.
INDUSTRY PROFILE Myntra is an Indian fashion e-commerce marketplace
company headquartered in Bengaluru, Karnataka, India. The company was founded in
2007 with a focus on personalization of gift items. By 2010, Myntra shifted its focus
to the online retailing of branded apparel. In May 2014, Myntra.com acquired by
Flipkart to compete against Amazon which entered the Indian market in June 2013
and other established offline retailers like Future Group, Aditya Birla Group and
Reliance Retail. Established by Mukesh Bansal along with Ashutosh Lawanna and
Vineet Saxena, Myntra was in the business of on- demand personalization of gift
items. It mainly operated on the B2B (business-to-business) model during its initial
years. Myntra tied up with various popular brands to retail a wide range of latest
merchandise from these brands.

FLIPKART
Analysis of Customer Perception towards online shopping on Flipkart.com. Basically,
it is important to investigate the motivation behind consumer purchase but it is
equally important to find us how the consumers form perception and behaviors
towards online buying because consumer perception towards purchasing online is a

11
conspicuous factor affecting actual buying behavior. One of the types of research is to
work on factors that influence customers to buy online from Flipkart.com, and have
decided to study four factors such as convenience, time saving, Website features, and
security. However, customer's willingness to purchase online could be affected by
one's individual needs and these needs can be 'Need for cognition'. Taking these
aspects into account, a survey is conducted to know the perception towards online
shopping on Flipkart.com.

AJIO
Ajio is a digital fashion and lifestyle brand and reliance retails first e commerce
venture. As an e commerce fashion retail store, Ajio provides varied trends, styles in
best prices. Also, Ajio deals in in various categories including menswear, women’s
wear, kids wear, and technology.
Reliance has already created an advanced internet infrastructure through Jio and
robust physical retail business through Reliance Retail. However, in April, 2016, they
unveiled Ajio to create a differentiated e commerce model.

MEESHO
The online reseller platform Meesho perhaps requires no introduction. The platform
has carved a niche for itself and has gained popularity among consumers and retailers
alike by making online reselling and shopping hassle-free and affordable. Meesho
provides secure and timely transactions, as well as low-cost returns and shipping.
More than 2.6 million resellers throughout India trust Meesho.
The Bangalore-based startup aspires to build an environment where anybody can
establish a business with no financial investment. On the Meesho platform, there are
over two million resellers. Furthermore, the company boasts of having more than
20,000 Meesho suppliers from more than 500 towns to its name. Meesho works on a
commission of about 10-15%, and sellers may earn money with Meesho by
introducing a gross margin to every transaction. Meesho India's largest resale
platform, was founded in 2015. Meesho app essentially connects manufacturers to
resellers. Manufacturers list their commodities on the Meesho shopping app, which
allows merchants to choose from any of their products and sell them to customers
using social networks like WhatsApp, Facebook, and Instagram. Clothing,

12
accessories, furniture, culinary utensils, and cosmetics producers are among the
suppliers who list their products on Meesho.
Customer satisfaction leads to customer loyalty. While acquiring new customers and
keeping a healthy pipeline are vital components of a successful business, it costs five
times to land a new customer than to retain an existing one. In any business sense,
making the effort to satisfy customers is well worth it.
Research into this area has grown since the early 1980s. For example, a clear tradeoff
between customer satisfaction and potential repeat business has been demonstrated. In
the airline business it has been shown that each 0.2 increase in overall rating on a
standard five-point scale indicates a 6-12 percent higher level of repeat business,
depending on the different classes of service (Morris 1992). A milestone in the
recognition of the importance of customer satisfaction was the creation in 1987 of the
Malcolm Baldrige National Quality Award, the highest level of national recognition
for performance excellence that a U.S. company can receive. The major focus of the
Award is on results, including customer satisfaction. In most industries (Davidow and
Uttal, 1989) the battle for customers moves from tangibles to intangibles. As the
market matures competitors offer similar features and the battle moves to price.
Inefficient operators drop out and quality becomes the most important consideration.
Thereafter the emphasis turns to customer service as a way of satisfying customers.
This is where we are today.
Managing Customer Expectations Customer expectations have to be raised to a level
high enough to motivate people to leave home for the restaurant, the hotel or the
vacation destination. It is more difficult to sell a service than a part for a car because,
if the part does not work, it can be returned and replaced. This is not true for a
restaurant meal, a hotel stays or a vacation, which is consumed before the customer
can determine whether or not it is acceptable. This means that expectations have to be
raised even higher for an intangible product - food plus service - than for a tangible
good. This can lead to a tendency to promise too much in an attempt to get the
customers in the door. When customers come in with unrealistic expectations
employees may not be able to deliver, no matter how well they perform. A arises
because of a lack of communication between those who sell the experience and those
who are expected to deliver it. Employees who cook and serve the food must be
involved in marketing decisions to provide a reality check to those who plan the
advertising. By the same token employees should see what customers are being told in

13
advertisements for the restaurant, hotel or tourist destination in order that they know
what customers are being promised - promises they will be expected to deliver on.
When a problem with customer satisfaction has been identified the first step is to
bring customer expectations into line with what is being offered. At first glance this
seems destructive to the business. However, the longer the company develops
customer expectations through its advertising that cannot be met the more customers
will be dissatisfied with their experiences. Care must be taken, however, to ensure that
the lowered customer expectations are high enough to induce patronage. Identifying
Customer Needs and Expectations Management does not know what is important to
the guest for one or more of three reasons. First, the company lacks a marketing
research orientation. This is the extent to which managers make an effort to
understand customers’ needs and expectations through formal and informal
information-gathering activities. It may be that there is insufficient marketing research
done; that there is an inadequate use of research findings; and/or there is an overall
lack of interaction between management and customers. A second possibility is that
there is inadequate upward communication. This is a measure of the extent to which
top management seeks, stimulates, and facilitates the flow of information from
employees at lower levels. Finally, too many levels of management may cause the
problem. This is a direct reflection of the number of managerial levels between the
topmost and bottommost positions.
While customers now have the power and platforms to broadcast their opinions on
just about anything, keeping customers happy is not that black and white. It’s not
always a matter of liking and hating. Moving the customer satisfaction, needle so to
speak, impacts business. Every little improvement on how your customers perceive
and value your products and services directly impact your bottom line. Many people
choose to conduct shopping online because of the convenience. Online shopping
allows you to browse through endless possibilities, and even offers merchandise that's
unavailable in stores.

14
 CHAPTER – 03
DATA ANALYSIS
AND
INTERPRETATION

15
1.Age
AGE NO OF RESPONSES % OF RESPONSES
18 years 22 22%
18-25 years 58 58%
25-35 years 10 10%
Above 35 years 10 10%

Chart Title

10% 18 years
22%
10% 18-25 years
25-35 years
Above 35 years

58%

INTERPRETATION:
100 respondents were taken into consideration. the graph representation shows the age
of the respondents 22 members of 18 years ,58 members of 18 to 25 years ,10
members of 25 to 35 years, 10 members of above 35 years are taken for the survey.

16
2.What are the parameters you search while purchasing a product on online.
PARAMETERS NO OF RESPONSES % OF RESPONSES
Product brand 41 41%
Product price 40 40%
Trend 27 27%
Quality 55 55%
Availability 7 7%

Chart Title
55

41 40

27

Product brand Product price Trend Quality Availability

INTERPRETATION:
100 respondents were taken into consideration. The graph representation shows a
parameter you search while purchasing a product on online .41 members of product
brand ,40 members of product price, 27 members of trend ,55 members of quality ,7
members of availability, are taken for the survey.

3.What influenced you to buy a product on online

17
INFLUENCE NO OF RESPONSES % OF RESPONSES
Advertising 41 41%
Shop display 28 28%
Word of mouth 16 16%
Someone’s suggestion 28 28%
Other 19 19%

Chart Title

41

28 28
16 19

Advertising Shop display Word of mouth Someone’s Other

suggestion

INTERPRETATION:
100 Respondents were taken into consideration. the graph representation shows the
influence you to buy a product on online .41 members of advertising, 28 members of
shop display ,16 members of word of mouth, 28 members of someone suggestions, 19
members of others. are taken for the survey.

4. The clothes bought on online fits perfectly. Do you agree with the statement?

18
SIZE NO OF RESPONSES % OF RESPONSES
Strongly disagree 7 7%
Disagree 19 19%
Neutral 27 27%
Strongly agree 21 21%
Agree 26 26%

Chart Title

7% Strongly disagree
26% Disagree
19% Neutral
Strongly agree
Agree

21%
27%

INTERPRETATION:
100 respondents were taken into consideration. the graph representation shows the
clothes brought on online fits perfectly. 7 members are strongly disagreed ,19
members are strongly agreed ,27 members are neutral ,21 members are strongly
agreed ,26 members are agreed, are taken for the survey.

5. Will you recommend online shopping sites with your friends or families
RECOMMEND NO OF RESPONSES % OF RESPONSES

19
Definitely 46 46%
May be 32 32%
May not be 18 18%
I can’t say 4 4%

Chart Title

4%
Definitely
18%
May be
46% May not be
I can’t say

32%

INTERPRETATION:
100 respondents were taken into consideration. the graph representation shows the
recommended online shopping site with your friends or families.46 members are
definitely recommended, 32 members are may be recommended ,18 members are may
not be recommended ,4 members are I can't say. are taken for the survey.

6. What are the factors that encourages you to buy products on online
FACTORS NO OF RESPONSES % OF RESPONSES
Style 38 38%

20
Quality 42 42%
Price 36 36%
Service 24 24%
Other 8 8%

42
38
36

24

Style Quality Price Service Other

INTERPRETATION:
100 respondents were taken into consideration. The following graph shows the factors
of respondents are 42 respondents of quality and 38 respondents of Style and 36
respondents of price and 24 respondents of service and 8 respondents of other.

7.How much satisfied are you by the delivery services provided by the them
SATISFACTION NO OF RESPONSES % OF RESPONSES

21
Highly dissatisfied 7 7%
Dissatisfied 9 9%
Neutral 11 11%
Highly satisfied 26 26%
Satisfied 47 47%

Chart Title

7% Highly dissatisfied
9% Dissatisfied
Neutral
47% 11%
Highly satisfied
Satisfied
26%

INTERPRETATION:
100 respondents were taken into consideration. The above pie chart represents the
satisfaction by the delivery services provided by them 47 respondents are satisfied and
26 respondents are highly satisfied 11 and responding are neutral and the 9
respondents are dissatisfied and 7 highly dissatisfied.

22
8. Rate your satisfaction of shopping on online
SATISFACTION NO OF RESPONSES % OF RESPONSES
Highly dissatisfied 1 1%
Dissatisfied 12 12%
Neutral 13 13%
Highly satisfied 26 26%
Satisfied 48 48%

Chart Title

10% Highly dissatisfied

Dissatisfied
11%
Neutral
44% Highly satisfied
12% Satisfied

24%

INTERPRETATION:
100 respondents were taken into consideration. The following pie chart indicates the
satisfaction of shopping on online 43 respondents are satisfied and 24 respondents are
highly satisfied and the above 12 respondents are neutral and 11 respondents are
dissatisfied and 10 respondents are highly dissatisfied.

9.What is the biggest concern about online shopping.

23
CONCERN NO OF RESPONSES % OF RESPONSES
Breach of personal 11 11%
information
Breach of payment details 12 12%
Delay in delivery 42 42%
Lack of trust 48 48%
Other 0 0

Chart Title

42 48

12
0
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tio
n ils er
y
he
a et
a
liv f tru Ot
m d e
or en
t n
d ko
i nf m yi La
c
l la
na pay De
rso of
pe ch
of ea
ac
h Br
e
Br

INTERPRETATION:
100 respondents were taken into consideration. The following graph represents the
concern about online shopping 48 lakh of trust and 42 respondents are delay in
delivery and 12 responses are breach of payment details and 11 respondents are
breach of personal information and 0 respondents other.

10.How much do spent on online shopping every month

EXPENDITURE NO OF RESPONSES % OF RESPONSES

24
Less than 20,000 54 54%
20,000-30,000 20 20%
30,000-40,000 16 16%
More than 40,000 10 10%

Chart Title

10% Less than 20,000

16% 20,000-30,000
30,000-40,000
54% More than 40,000
20%

INTERPRETATION:
100 respondents were taken into consideration. This pie chart shows the expenditure
spend on online shopping every month 54 respondents are less than 20,000 and 20
respondents are 20,000 to 30,000 and 16 respondents at 30,000 to 40,000 and 10
respondents are more than 40,000.

11. How likely are you to return to the webpage for your online shopping

25
RETURN OF PRODUCTS NO OF RESPONSES % OF RESPONSES

Highly likely 21 21%

Very likely 29 29%
Somewhat likely 45 45%
Never 5 5%

Chart Title

5%
21% Highly likely
Very likely
Somewhat likely
Never
45%
29%

INTERPRETATION:
100 respondents Were taken into consideration. The graph representation shows the
likes for the return to the web page for online shopping. In those 21 members of
highly likely 22 members of very likely 45 members somewhat likely and 51
members of never are taken for the survey.

26
12. Price play an important role in purchasing a product. Do you agree
PRICE NO OF RESPONSES % OF RESPONSES
Strongly disagree 8 8%
Disagree 8 8%
Neutral 4 4%
Strongly agree 43 43%
Agree 37 37%

Chart Title

8% Strongly disagree
8% Disagree
37% 4% Neutral
Strongly agree
Agree

43%

INTERPRETATION:
100 respondents were taken into consideration. The graph representation shows the
prices of purchasing online shopping .in those 43 members are strongly agree 37
members are agree 8 members are strongly disagree 8 members are disagreeing and 4
members are neutral are taken for the survey.

27
13. Do you experiment with new brands while shopping on online
NEW BRANDS NO OF RESPONSES % OF RESPONSES
Yes 47 47%
No 18 18%
May be 33 33%
Neutral 2 2%

Chart Title

2%
Yes
No
33% May be
47% Neutral

18%

INTERPRETATION:
100 respondents were taken into consideration. The graph representation shows the
new brand while shopping on online in those 47 members are yes 18 members are no
33 members are maybe and 2 members are neutral are taken for the survey.

28
14. Do shopping online reached your level of satisfaction
LEVEL OF NO OF RESPONSES % OF RESPONSES
SATISFACTION
Most unlikely 6 6%
Unlikely 7 7%
Neutral 10 10%
Most likely 35 35%
Likely 42 42%

Chart Title

6% Most unlikely
7% Unlikely
10% Neutral
42% Most likely
Likely

35%

INTERPRETATION:
100 respondents were taken into consideration. The Graph representation shows the
level of satisfaction on online shopping in that 42 members are likely 33 members are
most likely 10 members are neutral 7 members are unlikely and 6 members are most
unlikely are taken for the survey.

15. Online shopping has become very popular now a days do you agree

29
OPINION NO OF RESPONSES % OF RESPONSES
Strongly disagree 6 6%
Disagree 7 7%
Neutral 4 4%
Strongly agree 61 61%
Agree 22 22%

Chart Title

6% Strongly disagree
22% 7%
4% Disagree
Neutral
Strongly agree
Agree

61%

INTERPRETATION:
100 respondents were taken into consideration. The graph Representation shows the
opinion of respondent in online shopping in the 22 members are agree 61 members
are strongly agree 7 members are disagree 6 members are strongly disagreeing and 4
members are neutral are taken for the survey.

30
 CHAPTER -04
FINDINGS,
SUGGESTIONS &
CONCLUSION

31
 FINDINGS
1.From the findings we can say that the customer satisfaction towards online shopping
mainly have these factors Quality, Style, price and Service. we also find that most of
the customers are satisfied by shopping on online shopping as responded are satisfied
with the online shopping.
2.Hence majority of the respondents are mainly focused on quality of the product
3.Advertising is the most influenced factor for responded to buy products on online.
4.Majority of the respondents are strongly agreed to share online shopping to friends
and family.
5.Quality plays a vital role for the respondents while purchasing a product on online.
6.Respondents agreed that they are satisfied with the delivery service provided by the
online shopping sites.
7. Respondents are likely satisfied by the online shopping.
8. Majority of the respondents strongly agree that online shopping has become
popular.

32
 SUGGESTIONS
1.The data should be maintained accurately.
2.Delivery charges must be decreased and treat customers like you would want to be
treated.
3.The company should provide reasonable prices on products.
4.Privacy and security must provide to customers.
5.Quality plays an important role so there is a need to provide the best quality
of products to the customers.

33
 CONCLUSION
Conclusion Online shopping is becoming more popular day by day with the increase
in the usage of World Wide Web known as www. Understanding customer's need for
online selling has become challenge for marketers. Specially understanding the
consumer’s attitudes towards online shopping, making improvement in the factors
that influence consumers to shop online and working on factors that affect consumers
to shop online will help marketers to gain the competitive edge over others. Customer
satisfaction mainly depends on the factors like quality, price and service. To attain the
profits the company must focus on the above factors so that the customers get
satisfied and companies will be profitable.so from this research we conclude that
majority of the customers are satisfied by shopping on online.

34
 CHAPTER – 05
BIBLIOGRAPHY

35
 BIBLIOGRAPHY
1. Palmer, Kimberly, More Consumers Using Tablets to Holiday Shop Study".
December 8,
2011
2. Peterson, R. A., Balasubramanian, S., & Bronn Enberg, B. J. Exploring the
implications of
the Internet for consumer marketing. Retrieved June28 1997.
3. "Nielsen Global Online Shopping Report". Blog.nielsen.com. 2010-06-29.
Retrieved 2012-
01-19.
4. Campbell, D.J. Task complexity: A review and analysis. Academy of
Management
Review, 13-1-1998
5. Stephen F. King en Juhn- Shiuan Liou, "A framework for internet channel
evaluation",
International Journal of Information & Management March 24, 2004

Websites:

1. www.google.com
2. www.wikipedia.com
3. www.ebay.com
4. www.amazon.com
5. www.indiaonlineshopping.com

36
 CHAPTER - 06
ANNEXTURE

37
 QUESTIONNAIRE
1.Age
a)18years
b)18-25years
c)25-35years
d)above 35 years

2. What are the parameters you search while purchasing a product on online.
a) product brand
b) Product price
c) Trend
d)Quality
e) Availability

3. What influenced you to buy a product on online.

a) Advertising
b) Shop display
c)Word of mouth
d)someone’s suggestion
e) other

4. The clothes bought on online fits perfectly. Do you agree with the statement?
a) Strongly disagree
b) disagree
c) Neutral
d) Strongly agree
e) Agree

38
5. Will you recommend online shopping sites with your friends or families.
a) Definitely
b) May be
c) May not be
d) I can’t say

6. What are the factors that encourages you to buy products on online.
a) Style
b) Quality
c)Price
d)Service
e) other

7. How much satisfied are you by the delivery services provided by the them.
a) Highly dissatisfied
b) Dissatisfied
c)Neutral
d) Highly satisfied
e) Satisfied

8. Rate your satisfaction of shopping on online.

a) Highly dissatisfied
b) Dissatisfied
c)Neutral
d) Highly satisfied
e) Satisfied

9. What is the biggest concern about online shopping.

a) Breach of personal information
b) Breach of payment details
c) Delay in delivery
d) Lack of trust

39
10. How much do spent on online shopping every month.
a) less than 20000
b)20000-30000
c) 30000-40000
d) Above 40000

11. How likely are you to return to the webpage for your online shopping.
a) Very likely
b) Highly likely
c) Somewhat likely
d) Never

12. Price play an important role in purchasing a product. Do you agree?

a) Strongly disagree
b) Disagree
c) Neutral
d) Strongly agree
e) Agree

13. Do you experiment with new brands while shopping on online.

a) Yes
b) No
c) May be
d) Neutral

14. Do shopping online reached your level of satisfaction.

a) Most unlikely
b) Unlikely
c) Neutral
d) Most likely
d) Likely

40
15. Online shopping has become very popular now a days do you agree?
a) Strongly disagree
b) Disagree
c) Neutral
d) Strongly agree
e) Agree

41