MP Ruhani Arora 2D

PROJECT REPORT ON
A STUDY ON CONSUMER BEHAVIOUR

TOWARDS ONLINE SHOPPING
SUBMITTED IN PARTIAL FULFILLMENT FOR
THE AWARD OF THE
DEGREE OF BACHELOR’S OF BUSINESS ADMINISTRATION

2021-2024
UNDER THE GUIDANCE OF
Dr. ANUJ AGGARWAL
ASSISTANT PROFESSOR,
VIPS SUBMITTED BY:
RUHANI ARORA
ENROLLMENT NO: 02329801721
BATCH NO. BBA SEM 2 SECTION
D
[1]
Vivekananda School of Business Studies
Vivekananda Institute of Professional Studies
AU Block (Outer Ring Road) Pitampura Delhi
– 110034
[2]
STUDENT UNDERTAKING
This is to certify that I have completed the Project titled “A STUDY ON CONSUMER BEHAVIOUR
TOWARDS ONLINE SHOPPING” under the guidance of “Dr. ANUJ AGGARWAL” in
partial fulfilment of the requirement for the award of Degree of Bachelors of Business
Administration (BBA) at Vivekananda Institute of Professional Studies, Vivekananda School
of Business Studies, New Delhi. This is an original piece of work and has not been submitted
elsewhere.
RUHANI ARORA
[3]
CERTIFICATE
This is to certify that I have completed the Project titled “A STUDY ON CONSUMER BEHAVIOUR
TOWARDS ONLINE SHOPPING” is an academic work done by “RUHANI ARORA” submitted in
the partial fulfilment of the requirement for the award of Degree of Bachelors of Business
Administration (BBA) from Vivekananda Institute of Professional Studies, Vivekananda
School of Business Studies, New Delhi, under my guidance & direction. To the best of my
knowledge and belief the data & information presented by him/her in the project has not been
submitted earlier.
Dr. ANUJ AGGARWAL
[4]
ACKNOWLEDGEMENT
I express my sincere gratitude and thanks to Dr. ANUJ

AGGARWAL for giving me an opportunity to enhance my skill in
my project. I am thankful for her guidance, patience, and
consummate support. I extend my heartiest thanks to her for
enlightening my path. Without her sincere advice, this project has
been impossible.
Moreover, I would also like to thank the various people who were
involved with this project and gave me invaluable guidance in this
regard. Without their help, this project would not have been as
comprehensive and detailed as it is.
I also feel grateful and elated in expressing my indebtedness to all
those who have directly or indirectly helped me in accomplishing this
research.
v
Executive Summary
These times organization are looking further to acquire aggressive edge over their
competitors through highly developed employee skills, distinctive organization cultures,
management process and systems which are in contrast to traditional emphasis on transferable
resources.
This project is a part of a study, and focuses on factors which online Indian buyers keep in
mind while shopping online. This research found that information perceived usefulness, ease
of use; perceived enjoyment and privacy are the five dominant factors which influence
consumer perception of online purchasing.
The research conducted with the objective to study on “A STUDY ON CONSUMER
BEHAVIOUR TOWARDS ONLINE SHOPPING” gave me the opportunity to obtain
feedback from the Customers.
This project consists of data and their analysis, collected through a survey done on 60
peoples, the data collected has been well organized and presented. Hope the research and
findings and conclusion will be of use.
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Table of Contents
Contents Page No.

Declaration by the Student
Acknowledgement
Executive Summary
Chapter 1 -
Introduction Objectives
of the Study Review of
Literature Research
Methodology
Limitations of the study 1-11
Chapter 2 –Profile of the Industry/ Organization 12-33
Chapter 3 – Data Analysis and Interpretation 34-62
Chapter 4 – Conclusions and Recommendations 63-66
Bibliography
Annexures
List Of Tables
Table Table name Page
no No.
3.1 What is the age of the respondent? 35
3.2 In which occupation you belong to? 36
3.3 What is the monthly income of the respondents? 37
3.4 What motivates you to buy products online? 38
3.5 What products you buy on internet? 39
3.6 Do you think buying apparels online is convenient and easy
instead of offline? 40
3.7 Do you think buying apparels online saves money? 41
3.8 Please tell us how important it is for online platforms to provide
24/7 customer service. 42
3.9 There is no difficulty in settling disputes when I shop online (e.g.,
while exchanging products). 43
3.10 It would take a less time and energy to look for another website
for this type of product. 44
3.11 Online shopping is one of the first places I intend to look when I
need the type of merchandise or services it provides. 45
3.12 I prefer making a purchase from the online platforms than local
offices, malls or stores. 46
3.13 I prefer online shopping services over other home shopping
services (i.e., catalogs, "1-800" services or television). 47
3.14 To what extent does online shopping meet your expectations? 48
3.15 Is it important to seek assistance from customer support? 49
3.16 Online shopping products are manufactured from high quality
components and materials 50
3.17 Brand value is a very important factor of consideration during
online shopping 51
3.18 Look or Appearance of the products while buying products
online is a very important factor of consideration during online 52
shopping.
3.19 Easy access is a very important factor of consideration during
online shopping 53
3.20 Online shopping provides safe and secure payment process 54
3.21 Online Shopping Is as Convenient as Traditional Shopping. 55
3.22 Online shopping saves time 56
3.23 Online Shopping Provide Wide Range of Product Availability 57
3.24 Online Shopping Provides Easy and On-Time Delivery at Door
Step 58
3.25 Packaging Is a Very Important Factor of Consideration During
Online Shopping. 59
3.26 Is it important that online shopping focuses on service quality? 60
3.27 Is it important that online shopping focuses on payment 61
security?
3.28 Is it important that online shopping focuses on
discounts/promotions? 62
List Of Graphs
Graph Graphs name Page No.
no
3.1 What is the age of the respondent? 35
3.2 In which occupation you belong to? 36
3.3 What is the monthly income of the respondents? 37
3.4 What motivates you to buy products online? 38
3.5 What products you buy on internet? 39
3.6 Do you think buying apparels online is convenient and easy
instead of offline? 40
3.7 Do you think buying apparels online saves money? 41
3.8 Please tell us how important it is for online platforms to
provide 24/7 customer service. 42
3.9 There is no difficulty in settling disputes when I shop online (e.g.
while exchanging products). 43
3.10 It would take a less time and energy to look for another website
for this type of product. 44
3.11 Online shopping is one of the first places I intend to look when I
need the type of merchandise or services it provides. 45
3.12 I prefer making a purchase from the online platforms than local
offices, malls or stores. 46
3.13 I prefer online shopping services over other home shopping
services (i.e., catalogs, "1-800" services or television). 47
3.14 To what extent does online shopping meet your expectations? 48
3.15 Is it important to seek assistance from customer support? 49
3.16 Online shopping products are manufactured from high quality
components and materials 50
3.17 Brand value is a very important factor of consideration during
online shopping 51
3.18 Look or Appearance of the products while buying products online
is a very important factor of consideration during online shopping. 52
3.19 Easy access is a very important factor of consideration during
online shopping 53
3.20 Online shopping provides safe and secure payment process 54
3.21 Online Shopping Is as Convenient as Traditional Shopping. 55
3.22 Online shopping saves time 56
3.23 Online Shopping Provide Wide Range of Product Availability 57
3.24 Online Shopping Provides Easy and On-Time Delivery at Door
Step 58
3.25 Packaging Is a Very Important Factor of Consideration During
Online Shopping. 59
3.26 Is it important that online shopping focuses on service quality? 60
3.27 Is it important that online shopping focuses on payment security? 61
3.28 Is it important that online shopping focuses on
discounts/promotions? 62
1.1 INTRODUCTION
Internet is changing the way consumers shop and buy goods and services, and has rapidly.
Online shopping is the process whereby consumers directly buy goods or services from a
seller in real-time, without an intermediary service, over the Internet. It is a form of electronic
commerce. The sale or purchase transaction is completed electronically and interactively in
real- time such as in Amazon.com for new books. However, in some cases, an intermediary
may be present in a sale or purchase transaction such as the transactions on eBay.com. An
online shop, e-shop, e-store, internet shop, web shop, web store, online store, or virtual store
evokes the physical analogy of buying products or services at a bricks-and-mortar retailer or
in a shopping Centre. The process is called Business-to-Consumer (B2C) online shopping.
This is the type of electronic commerce conducted by companies such as Amazon.com. When
a business buys from another business it is called Business-to-Business (B2B) online
shopping.
A large percentage of electronic commerce is conducted entirely in electronic form for virtual
items such as access to premium content on a website, but mostly electronic commerce
involves the transportation of physical items in some way. Online retailers are sometimes
known as e-tailors and online retail is sometimes known as e-tail. Almost all big retailers are
now electronically present on the World Wide Web. Online marketplaces such as eBay and
Amazon Marketplace have significantly reduced financial and reputational barriers to entry for
SMEs wishing to trade online. These marketplaces provide web presence, marketing and
payment services and, in the case of Amazon, fulfilment. This allows SMEs to focus on their
core competencies e.g., managing supplier relationships. Moreover, SMEs have choices
online, as these marketplaces compete with each other (some retailers sell across several
marketplaces) and retailers ‘own websites. They also compete with paid search providers and
others in providing marketing to SMEs.
Customer ratings are a key element of the marketplaces, enabling SMEs to build a reputation
at low-cost relative to the offline environment. This element of reputation may be achieved
quickly (just one piece of feedback generates a rating) and is tied to particular platforms ( i.e.,
ratings are non-transferable).
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1.2 Review of Literature
Prof. Ashish Bhatt (2014) in article entitled “Consumer Attitude towards Online Shoppingin
Selected Regions of Gujarat” published in Journal of Marketing Management stated that
online shopping is gaining popularity among people specially the younger generation but in
today scenario to become equally popular among all age groups e-marketing will have to
cover a longer distance. As per study mode of payment is depended upon income of the
respondents. People from different age groups are doing online shopping regularly. The
attitude of consumers is changing with the time. In a country like India, consumers are
finding online shopping very comfortable because of many variables like cash on delivery,
customization or personalization of the websites, home delivery etc.
Prashant Singh (2014) in his article “Consumer’s Buying Behavior towards Online
Shopping A case study of Flipkart.Com users in Lucknow City” published in Abhinav stated
that future of e-retailers in India looking very bright. E-retailers give consumers the best wayto
save money and time through purchasing online within the range of budget. Flipkart.com
offering some of the best prices and completely hassle-free shopping experience. The whole
concept of online shopping has altered in terms of consumer’s purchasing or buying behavior
and the success of E-tailers in India is depending upon its popularity, its branding image, and
its unique policies.
Upasana Kanchan, Naveen Kumar and Abhishek Gupta (2015) in their article “A Study
of Online purchase behavior of Customers in India” Published in ICTACT Journal on
Management Studies stated that online shopping is gaining popularity among people of young
generation. Higher income groups and educated people are purchasing more via e- retailing
websites. People have hesitations in doing online shopping due to security concerns. At the
same time people are resistant to change because of technological complexity in making
online purchase. Companies involved in online retailing should focus on building trustworthy
relationship between producers and customers.
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1.3 STATEMENT OF THE PROBLEM
During my research study I found that the customer facing the numerous problems in
online shopping in India. Some problems are listing here:
 Quality and right product
 Return policy
 Hidden charges
 Security
 Delivery problem
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1.4 SCOPE OF THE STUDY
At any given time, there are millions of people online and each of them is a potential
customer for a company providing online sales. Due to the rapid development of the
technologies surrounding the Internet, a company that is interested in selling products from its
website will constantly has to search for an edge in the fierce competition. Since there are so
many potential consumers, it is of the out most importance to be able to understand what the
consumer wants and needs. The importance of analyzing and identifying factors that influence
the consumer when he or she decides to purchase on the Internet is vital. Since the Internet is
a new medium for there have been new demands set by the consumer. That is why it is crucial
for the online retailers to know what influences the online consumer. Since online retailing is
a new retailing medium and online consumer behavior is diverse from traditional consumer
behavior, one must identify what influences the online consumer. Analyzing the process that
the online consumer goes through when deciding and making a purchase over the Internet,
shows some factors that consumers consider these factors need to be identified and taken into
account by online retailers in order to satisfy consumer demands and compete in the online
market. Thus, this study will be beneficial to the online marketer in making the strategy to fulfil
the need of customer through knowing the attitude and satisfaction level.
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1.5 OBJECTIVES OF STUDY
 To study the online shopping behavior of customers.

 To study the factors influencing online shoppers and consumers
 To study the customers level of satisfaction with regard to online shopping.
 To examine whether customers prefer online shopping to physical stores
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1.6 RESEARCH METHODOLOGY
1.6.1 INTRODUCTION
Research methodology is a system to logically solve the research problem. It is compulsory

for the researcher to know not only the research methodology a good reason of various
methods of conducting research.
1.6.2 RESEARCH DESIGN
Research design is the arrangement of condition for collation and analysis of data in a manner
that aims to combine relevance to the research purpose which economy in procedure. The
function research design is provided for collection of relevant evidence with minimal
expenditure of effort, time and money.
A research design is nothing more than frame work for the study ensures that the study willbe
relevant to the problem and study will enjoy economical procedures. It is the arrangements of
conditions for collection and analysis of a data in a manner that aims to combine relevance to
the research purpose with economy in procedure.
In other words, it is the specification of method and procedure for acquiring the information
required. It is the over-all operational pattern or frame work of the project that stipulates what
information is to be collected from which sources by what procedures.
1.6.3 RESEARCH APPROACH
Quantitative and qualitative approaches the research is based on the measurable quantities
there for, data, in these approaches are available in the quantitative form in this concern
project the method as is quantities approaches
1.6.4 SAMPLING
Sampling may be defined as the process of obtaining the information about an entire
population by examining only a part of it. In any investigation, if data are collected only from
a representative part of the universe. We say that data are collected by sampling
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1.6.5 UNIVERSE
Population or universe is the total number of attributes from among the samples is collected.
In this study population consist the customers of the Andromeda company.
1.6.6 SAMPLE FRAME
A sample frame is the list containing all item in the population research has to prepare a
sample frame for conducting the study the used sample frame is the customers of the
Andromeda company.
1.6.7 SAMPLE SIZE
Sample size of a statistical sample is the number of observations that constitute it. The
decision to decide the sample size must be scientifically made and should not be done
arbitrarily because of the risk involved. Sample size should be not be neither too large nor to
small. The number of samples selected from the population or universe constitutes a sample.
Sample size for this study is 60 customers.
1.6.8 SAMPLE UNIT
This is the element or set of elements consider for selection on the stage of sampling the
number of sampling unit selected in this particular study is respondents from the customers of
the Andromeda company.
1.6.9 SAMPLING TECHNIQUES
There are different types of sampling techniques like probability sampling and non-
probability sampling. The sample techniques applied in this research is convenience
sampling. In convenience sampling selection, the researcher chooses the sampling units based
on their convenience.
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1.6.10 SAMPLE DESIGN
Sampling design is a definite plan for obtaining a sample from a given population. It refers to
the technique or procedure the researcher would adopt in selecting items for a sample design
may as well lay down the number of items to be included in the sample and it is the size of the
sample design is determined before data is collected.
1.6.11 METHODS OF DATA COLLECTION
Data collection is the process of acquiring data pertaining to the study. While designing about
the method of data collections, we should consider the reliability and accuracy of data. Any
statistical data can be classified under two categories depending upon
These categories are;
(a) Primary data
(b) Secondary data
(a) PRIMARY DATA
Primary data are those data which are collected afresh and for the first time, and thus happen
to be original in the character and it is generated by survey conducted by individuals or any
organizations. The objective of primary data is formulated on the basis of research objectives.
The cost benefit analysis should be made for determining the objectives of primary data
collection. Here the primary data are collected from the customers of the Andromeda, with the
help of questionnaire distributed among the customers, and collected needful information from
the respondent.
TOOLS USED FOR DATA COLLECTION
(1) QUESTIONNAIRE
The primary data are collected mainly by using a questionnaire to initiate the process of
information collection question is designed. A questionnaire is a list of question asked to the
respondents by the investigator for collecting relevant data. A copy of questionnaire is
attached in the annexure forming the part of the report
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1.6.12 STATISTICAL TOOLS USED FOR DATA ANALYSIS AND
INTERPRETATION
1.6.12.1 PERCENTAGE ANALYSIS
Percentage analysis is used for the analysis of primary data collected. Percentage is special
kind of ratio that expresses the relationship of one variable in comparison to another
percentage analysis formula
Percentage = no. of respondents/total no. of respondents*100
1.6.13 PRESENTATION TOOLS USED FOR DATA ANALYSIS AND

INTERPRETATION
1.6.13.1 TABLES
Table is a systematic arrangement of statistical data in row and Column rows are horizontal
arrangement whereas columns are the vertical arrange
1.6.13.2 GRAPH AND DIAGRAMS
One of the most convincing an appealing way in which data may be presented is through
charts. A chart can be taking the shape of either diagram or a graph
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1.6.14 SOFTWARE TOOLS USED FOR PROJECT PRESENTATION
The software tools used for the study are MS-Word and MS-Excel
1.6.15 Methods of Sampling:

1.6.15.1 Random sample method:
The method adopted here is random sampling method. A Random sample is one where each
item in the universe has as an equal chance of known opportunity of being selected.
1.6.15.2 Research Instrument
1.6.15.2.1 Questionnaire:
A questionnaire is a carefully complied logical sequence of questions directed to a define
objective. It is the outline of what information is required and the framework on which the
data is built upon. Questionnaire is commonly used in securing marker information that its
preparation deserves utmost skill and care.
1.6.16 LIMITATIONS OF THE STUDY
1) Time factor was the main limitation for the study as the project was restricted to small
period.
2) The research was limited only to the Delhi city so the result can’t be generalized tothe
whole market.
3) The sample taken for research was concerned only for 60 customers rather than millions
of customers scattered around the world.
4) Since the project has to be completed within a short period of time the information
collected could be biased.
5) Some of the premium segments could not be met due to time lack and by not obtaining
prior appointment due to tight schedule of the respondents
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CHAPTER 2
PROFILE OF
THE INDUSTRY/
ORGANISATION
2.1 Introduction
2.1.1 Online Shopping In India
The birth and growth of Internet has been the biggest event of the century. E-commerce in
India has come a long way from a timid beginning in the 1999-2000 to a period where one
can sell and find all sorts of stuff from a high-end product to a meagre peanut online. Most
corporations are using Internet to represent their product range and services so that it is
accessible to the global market and to reach out to a larger range of their audience. Computers
and the Internet have completely changed the way one handles day-to-day transactions; online
shopping is one of them. The Internet has brought about sweeping changes in the purchasing
habits of the people. In the comfort of one's home, office or cyber cafe or anywhere across the
globe, one can log on and buy just about anything from apparel, books, music, and jewelry to
digital cameras, mobile phones, MP3 players, video games, movie tickets, rail and air tickets.
Ease, simplicity, convenience and security are the key factors turning the users to buy online.
It is a fact that a great online shopping revolution is expected in India in the coming years.
There is a huge purchasing power of a youth population aged 18-40 in the urban area.
2.1.2 History Of Online Shopping

In 1990, Tim Berners-Lee created the first World Wide Web server and browser in UK. It
opened for commercial use in 1991. In 1994 other advances took place, such as online
banking and the opening of an online pizza shop by Pizza Hut. During that same year,
Netscape introduced SSL encryption of data transferred online, which has become essential
for secure online shopping. Also in 1994, the German company Inter shop introduced its first
online shopping system. In 1995, Amazon launched its online shopping site, and in 1996,
eBay appeared. Originally, electronic commerce was identified as the facilitation of
commercial transactions electronically, using technology such as Electronic Data Interchange
(EDI) and Electronic Funds Transfer (EFT). These were both introduced in the late 1970s,
allowing businesses to send commercial documents like purchase orders or invoices
electronically. The growth and acceptance of credit cards, automated teller machines (ATM)
and telephone banking in the 1980s were also forms of electronic commerce. Another form of
e-commerce was the airline reservation system typified by Sabre in the USA and Trevion in
the UK. From the 1990s onwards, electronic commerce would additionally include enterprise
resource planning systems (ERP), data mining and data warehousing.
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In 1990, Tim Berners-Lee invented the World Wide Web browser and transformed an
academic telecommunication network into a worldwide everyman everyday communication
system called internet/www. Commercial enterprise on the Internet was strictly prohibited by
NSF until 1995.Although the Internet became popular worldwide around 1994 with the
adoption of Mosaic web browser, it took about five years to introduce security protocols and
DSL allowing continual connection to the Internet. By the end of 2000, many European and
American business companies offered their services through the World Wide Web. Since
then, people began to associate a word "ecommerce" with the ability of purchasing various
goods through the Internet using secure protocols and electronic payment services.
Few Factors That Boost Online Shopping in India

1. Rapid growth of cybercafés across India
2. Access to Information
3. The increase in number of computer users
4. 10 Reach to net services through broadband
5. Middle-class population with spending power is growing. There are about 200 million
of middle-class population good spending powers. These people have very little time
to spend for shopping. Many of them have started to depend on internet to satisfy their
shopping desires.
FEW FACTS ABOUT ONLINE SHOPPING

The figures from IAMAI show that the internet users in India will grow to 420 million by
2017. Around 25% of regular shoppers in India are in the 18-25 age groups, and 46% are in
the 26– 35-year range.
 Indian ecommerce sector is estimated to reach Rs 211005 Cr by December 2016
 Worldwide E-commerce is only growing at the rate of 28%, since India being a
younger market, the growth of e-commerce is expected at 51% in the coming years.
 In line with global trends finally India has also started shopping online these days. As
per the study by IAMAI online shopping in India has rose from $11million in 1999-
2000 to $684.5 million in 2017 and it is expected to rise above $900 million by end
March 2019.
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2.2 Need for Internet Shopping
Few developments have altered India ‘s lifestyle more quickly and more completely than the
Internet. Online access has enabled people from all walks of life to bring entire libraries,
entertainment venues, post offices and financial centers to a workplace, to a desktop or to a
shirt pocket. The Internet ‘s largest and most meaningful impact may very well be on the way
consumers shop for everything from gifts, gadgets and groceries to clothing, cars, and cruises.
The ease and selection that the Internet provides to shoppers has changed the face of retailing.
More and more, consumers visit a store ‘s Web site to make their choices before travelling to
the store itself; and in a rapidly swelling tide, many shoppers are bypassing the store
altogether and ordering online directly from the Web sites of their favorite brands and outlets.
Companies like Sephora, Sears and Crate & Barrel have increased the range and quantity of
products available at their online stores and are sending online coupons and sale
announcements via e- mail directly to their customers. Because online stores are open 24
hours a day, seven days a week, and their inventories are often more complete than those of
their brick-and-mortar counterparts, the Internet makes it easy for shoppers to compare
products within or between stores, to read product reviews from other customers, to access
vendor return policies and to find warranty information.
2.3 Global Internet Shopping Scenario
The rapidly increasing popularity of online shopping is a truly global phenomenon. Online
shoppers can be found scattered across the globe, but the world ‘s most avid Internet shoppers
hail from South Korea – 99 percent of Internet users in South Korea have shopped online.
German, UK and Japanese consumers come in a close second. US consumers are slightly
more recalcitrant, clocking in at number eight. At the other end of the spectrum, the world ‘s
slowest adopters come from Egypt, where 67 percent of the online population have never
made a purchase over the Internet, followed by Pakistan (60%) and the Philippines (55%).
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2.4 Trends in Internet Shopping
Online Shopping in India is in its nascent stages. However, more and more people are
gaining confidence about purchasing products online. Consequently, online shopping trends
are improving and promise a bright future. The internet has been around in India since quite
some time now. However, e-commerce has picked up only recently. Shopping online is
slowly growing up in India too. However, due to the relatively slow penetration of the internet
in many parts of the country, online shopping is limited to only major metros in India. Let us
inquire about online shopping trends in this part of the world. Ecommerce can be thought of
as an activity wherein the customer uses the internet to order a product or service. In most
circumstances, the transaction may happen online also. Online shopping places a heavy
demand on the use of the internet. One major hurdle that online shopping faces is the security
of transactions, since it is necessary for shoppers to submit their financial details on the web
too. Currently, only a limited number of merchants are doing business online due to the
problems related to technology. The major hurdles faced are low penetration of computers in
India, lesser amount of credit or debit card holders, and many adverse taxation rules. Also,
many internet users are reluctant to reveal their financial information online, which hampers
the growth of the online business. Conversely, online shopping has a great potential to
become big in India. According to Ray port & Jaworski in their book on e-commerce,
ecommerce has the potential of reaching $100 billion in the year 2008. Accordingly, many
enterprises both big and small, are opening to the idea of having their B2B and B2C portalson
the internet in a big way. The internet is also proving to a boon in disguise for many small and
medium enterprises, which are joining hands with major Indian online portals to display their
products and advertise their services. Analysts predict that in the next 18-24 months, several
national brands and retailers will have their online shops ready for B2B and B2C transactions.
This indicates that the total number of merchants online would go up to nearly 50,000 and the
total number of users would go up to around 50 million. Analysts also predict that the online
shopping market could go up to nearly USD $ 50 million.22 One way of looking at online
shopping trends is examining the figures - air and rail tickets estimated at INR 30 crore (INR
300 million) are sold online in India every day.
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Already, a jewelry piece sells every five minutes, and a mobile handset every eight minutes,
and a car every nine hours on the popular commodity site eBAy.com. Another popular site
Indiamart.com materialized business over INR 5,000 core through leads generated by it.
Today many Indians purchase goods like books, electronic gadgets, air and rail tickets,
apparel, gifts, mobiles, computer peripherals, audio cassettes and CDs. There are more
products which are capable of being sold over the internet. Many people still locate
information on the internet, but purchase their products offline at traditional stores. This
means that people still are lacking in confidence to purchase products online. This trend can
be countered by providing secure sites for transactions, and prompt customer service. Online
shopping is truly catching on in India, traditional brick and mortar stores are also getting the
hand of doing business online. The trends demonstrate that traditional stores will keep on
doing sufficient business while the online stores increase their virtual presence on the
internet.
2.5 Objectives
The Online Shopping System (OSS) is a web-based application. The purpose of the
application is to automate and facilitate the whole process of shopping. This application fixes
the limitation and problems of paper-based processes. The main goal to increase the quantity
of sales by making the new technology of web pages design more attractive and to search a
lot of customers and company to their location. By this system we can advertise and send
procure to a lot of customers by sending email. its objectives so basically its objectives arefor
fulfilling its needs. Objectives are:
1. High reach ability – The main objective and at the same time need is traction on your web
store. Of, course if you are selling products online what you require are customers. If you are
getting good reach ability then your business will definitely grow. Therefore, one of the
objectives is high reach ability.
2. High Conversions – If people are coming on your web store and purchasing something
then it will calculate as conversions and from the number of people who are buying stuff from
your web store, we can calculate the conversion rate.
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3. Customer satisfaction – Customer is the main part of any E-commerce business so it’s
very important to make your customer happy and satisfied. By providing quality and desirable
products, on time delivery, 24*7 customer support, and timely sale & best deal offers you can
make your customer happy. It is one of the main objectives of E-commerce.
4. Social popularity – Unless and until you are not famous and popular among people you
cannot establish your brand. social presence with Omni channel & Digital marketing is essential
for any E-commerce business.
2.6 COMPANY PROFILE
1. AMAZON
Amazon.com, Inc., doing business as Amazon, is an American electronic commerce

and cloud computing company based in Seattle, Washington that was founded by Jeff Bezos
on July 5, 1994. The tech giant is the largest Internet retailer in the world as measured
by revenue and market capitalization, and second largest after Alibaba Group in terms of total
sales. The amazon.com website started as an online bookstore and later diversified to
sell video downloads/streaming, MP3 downloads/streaming, audiobook, download/streaming,
software, video games, electronics, apparel, furniture, food, toys, and jewelry. The company
also produces consumer electronics—Kindle e-readers, Fire tablets, Fire TV, and Echo—and
is the world's largest provider of cloud infrastructure services. Amazon also sells certain low-
end products under its in-house brand Amazon Basics. Amazon has separate retail websites
for the United States, the United Kingdom and Ireland, France, Canada, Germany, Italy,
Spain, Netherlands, Australia, Brazil, Japan, China, India, and Mexico.
18
In 2016, Dutch, Polish, and Turkish language versions of the German Amazon website were
also launched. Amazon also offers international shipping of some of its products to certain
other countries. In 2015, Amazon surpassed Walmart as the most valuable retailer in the
United States by market capitalization. Amazon is t h e fourth m o s t v a l u a b l e p u b l i c
company in the world, the largest Internet company by revenue in the world, and the eighth
largest employer in the United States. In 2017, Amazon acquired Whole Foods Market for
$13.4 billion, which vastly increased Amazon's presence as a brick-and-mortar retailer. The
acquisition was interpreted by some as a direct attempt to challenge Wal-Mart’s traditional
retail stores.
Products & Services: - Amazon.com product lines available at its website include several
media (books, DVDs, music CDs, videotapes and software), apparel, baby products,
consumer electronics, beauty products, gourmet food, groceries, health and personal-care
items, industrial & scientific supplies, kitchen items, jewelry, watches, lawn and garden items,
musical instruments, sporting goods, tools, automotive items and toys & games. Amazon is
now gearing up in India to play a role in the grocery retail sector aimed at delivering customer
needs.Amazon.com has a number of products and services available, including:
 Amazon Fresh
 Amazon Wireless
 Amazon Prime
 Amazon Web Services and Amazon Studios
 Alexa and Kindle Store
 Appstore
 Amazon Drive and Amazon Digital Game Store
 Echo
 Kindle
 Fire tablets
 Fire TV
 Video
 Music Unlimited
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Multi-Level Sales Strategy
Amazon employs a multi-level e-commerce strategy. Amazon started by focusing on

business- to-consumer relationships between itself and its customers and business-to-business
relationships between itself and its suppliers and then moved to facilitate customer-to-
customer with the Amazon marketplace which acts as an intermediary to facilitate
transactions. The company lets anyone sell nearly anything using its platform. In addition to
an affiliate program that lets anyone post-Amazon links and earn a commission on click-
through sales, there is now a program which lets those affiliates build entire websites based
on Amazon's platform.
Some other large e-commerce sellers use Amazon to sell their products in addition to selling
them through their own websites. The sales are processed through Amazon.com and end up at
individual sellers for processing and order fulfillment and Amazon leases space for these
retailers. Small sellers of used and new goods go to Amazon Marketplace to offer goods at a
fixed price. Amazon also employs the use of drop shippers or meta sellers. These are members
or entities that advertise goods on Amazon who order these goods direct from other
competing websites but usually from other Amazon members. These meta sellers may have
millions of products listed, have large transaction numbers and are grouped alongside other
less prolific members giving them credibility as just someone who has been in business for a
long time. Markup is anywhere from 50% to 100% and sometimes more, these sellers
maintain that items are in stock when the opposite is true. As Amazon increases their
dominance in the marketplace these drop shippers have become more and more commonplace
in recent years. In November 2015, Amazon opened its first physical bookstore location. It is
named Amazon Books and is located in University Village in Seattle. The store is 5,500 square
feet and prices for all products match those on its website. Amazon will open its tenth physical
book store in 2017; media speculation suggests Amazon plans to eventually roll out 300 to
400 bookstores around the country. Amazon plans to open brick and mortar bookstores in
Germany.
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2. FLIPKART
Flipkart is an electronic commerce company headquartered in Bengaluru, India. It was founded

in October 2007 by Sachin Bansal and Binny Bansal (no relation). Flipkart has launched its own
product range under the name "Digi Flip" with products including tablets, USB flash drives,
and laptop bags. As of April 2017, the company was valued at $11.6 billion. Flipkart was
founded on 2007 by Sachin Bansal and Binny Bansal both alumni of the Indian Institute of
Technology Delhi. They worked for Amazon.com, and left to create their new company
incorporated in October 2007 as Flipkart Online Services Pvt. Ltd. Flipkart started by
selling books online and popularized the idea of buying books online in India. Flipkart now
employs more than 33,000 people. In October and November 2011, Flipkart acquired the
website Mime360.com and rights to digital catalogue of Chakpak.com. Later, in February
2012, the company revealed its new Flyte Digital Music Store. Flyte, a legal music download
service in the vein of iTunes and Amazon.com, offered DRM-free MP3 downloads. But it
was shut down on 17 June 2013 as paid song downloads did not get popular in India due to
the advent of free music streaming sites. After its 2014 Big Billion Sale, Flipkart carried out a
second Big Billion Sale. Where it is reported that they saw a business turnover of $300
million in gross merchandise volume. In 2015, Flipkart bought a minority stake in navigation
and route optimization startup Map my India to help improve its delivery using Map my India
assets. In a report dated 25 November 2014, a leading media outlet reported that Flipkart were
operating through a complex business structure which included nine firms, some registered in
Singapore and some in India. In 2012, Flipkart co-founders sold WS Retail to a consortium of
investors led by Rajeev Kuchha. Flipkart is an electronic commerce company headquartered
in Bengaluru, India. It was founded in October 2007 by Sachin Bansal and Binny Bansal.
21
In-house products
Digiflip, Flipkart's own electronic brand
Flipkart also sells several branded electronics and other products.
 In July 2014, Flipkart launched its own set of tablets, mobile phones & Phablet. The first
among this series of tablet phones was the Digi flip Pro XT 712 Tablet.
 In July 2014, Flipkart launched the first networking router under its own brand name,
named the Digi Flip WR001 300 Mbit/s Wireless N Router.
 In September 2014, Flipkart launched its in-house home appliances and personal
healthcare brand Citron. The label includes a wide range of cooking utilities and
grooming products.
 In December 2016, Flipkart started selling electronics and home products under the label
Flipkart Smart buy.
 In October 2017, Flipkart launched its in-house brand for large appliances under the name
Mar Q.
 In November 2017, Flipkart launched its own mobile phones under Billion Brand.
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Product categories provided by Flipkart
 Books
 Mobiles & Accessories
 Computers
 Gaming
 Movies & TV shows
 Music, Cd’s, DVD’s & Vinyl
 TV, Video & Mp3 Players
 Personal & Healthcare
 Home & Kitchen
 Pens & Stationary
 Fragrances
Payment options in Online Shopping

Online shoppers commonly use a credit card to make payments, however some systems
enable users to create accounts and pay by alternative means, such as:
 Billing to mobile phones and landlines
 Cash on delivery (C.O.D)
 offered by very few online stores)
 Cheque
 Debit card
 Direct debit in some countries
 Electronic money of various types
 Gift cards
 Postal money order
 Wire transfer/delivery on payment
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3. SNAPDEAL
Snapdeal is an Indian e-commerce company based in New Delhi, India. The company was started
by Kunal Bansal and Rohit Bansal in February 2010. As of 2014 Snapdeal had 300,000 sellers,
over 30 million products across 800+ diverse categories from over 125,000 regional, national,
and international brands and retailers and a reach of 6,000 towns and cities across the country.
Investors in the company include SoftBank Corp, Ru-Net Holdings, Tiburon Capital, Premji
Invest, Alibaba Group, Temasek Holdings, Bessemer Venture Partners, Indo US Ventures,
Kalahari Capital, Saami Capital, Foxconn Technology Group, Blackrock, eBay, Nexus
Ventures, Intel Capital, Ontario Teachers' Pension Plan, Singapore- based investment entity
Brother Fortune Apparel and Ratan Tata. Snapdeal acquired Free Charge for $400 million.
Snapdeal was started on 4 February 2010 as a daily deal’s platform, but expanded in
September 2011 to become an online marketplace. The move came as a surprise to investors,
since the company had a 70 percent share in the daily deals business. Snapdeal has grown to
become one of the largest online marketplaces in India offering an assortment of 10 million
products across diverse categories from over 100,000 sellers, shipping to more than 5,000
towns and cities in India. In March 2015, Snapdeal brought actor Aamir Khan for the
promotion of its website in India. In October 2017, according to the reported, Snapdeal's CFO
Anup Vikal resigned.
24
Product Categories provided by SNAPDEAL.COM
 Mobile & Accessories
 Men’s & Women’s Apparel
 Watches, Bags & accessories
 Electronics & cameras
 Computer & Peripherals
 Perfumes, Beauty & Health
 Jewelry
 Books & Movies
 Footwear
 Home, Kitchen & Appliance
 Infants, Kids & Toys
 Sports & Hobbies
 Travel Packages
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4. EBAY
eBay Inc. is a multinational e-commerce corporation based in San Jose, California that facilitates
consumer-to-consumer and business-to-consumer sales through its website. eBay was founded
by Pierre Omidyar in 1995, and became a notable success story of the dot-com bubble. eBay is a
multibillion-dollar business with operations in about 30 countries, as of 2011. The company
manages eBay.com, an online auction and shopping website in which people and businesses buy
and sell a wide variety of goods and services worldwide. The website is free to use for buyers,
but sellers are charged fees for listing items after a limited number of free listings, and again
when those items are sold. In addition to its original auction-style sales, the website has since
evolved and expanded to include "Buy It Now" shopping; shopping by UPC, ISBN, or other
kind of SKU number (via Half.com); online classified advertisements (via Kijiji or eBay
Classifieds); online event ticket trading (via StubHub); and other services. It previously offered
online money transfers (via PayPal which was a wholly owned subsidiary of eBay from 2002
until 2015).
26
Acquisitions
PayPal
On October 3, 2002, PayPal became a wholly owned subsidiary of eBay. Its corporate
headquarters were sited in San Jose, California, United States at eBay's North First Street satellite
office campus. On September 30, 2014, eBay Inc. announced the divestiture of PayPal as an
independent company, which was completed on July 20, 2015.
Craigslist
In the summer of 2004, eBay acknowledged that it had acquired 25% of classified listings
website Craigslist. Former Craigslist executive Phillip Knowlton was the seller, and he insisted
that his former employer was aware of his plans to divest his holdings. Initially, eBay assured
Craigslist that they would not ask the company to change the way it does business. In March
2005, eBay launched the classifieds service Kijiji. In April 2008, eBay sued Craigslistto
"safeguard its four-year financial investment", claiming that in January 2008, Craigslist took
actions that "unfairly diluted eBay's economic interest by more than 10%."Craigslist
countersued in May 2008 "to remedy the substantial and ongoing harm to fair competition"
that Craigslist claimed was constituted by eBay's actions as a Craigslist shareholder. In
September 2010, Delaware Judge William Chandler ruled that the actions of Craigslist were
unlawful and that the actions taken by Craigslist founders Jim Buckmaster and Craig
Newmark had "breached their fiduciary duty of loyalty", and restored eBay's stake in the
company to 28.4% from a diluted level of 24.85%. However, the judge dismissed eBay's
objection to a staggered board provision, citing that Craigslist has the right to protect its own
trade secrets. eBay spokesman Michael Jacobson stated "We are very pleased that the court
gave eBay what it sought from the lawsuit."
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Skype
In October 2005, eBay Inc. acquired Skype Technologies, developer of the Skype
VoIP and Instant messaging service, significantly expanding its customer base to more than 480
million registered users worldwide. eBay later sold a majority stake in Skypein November
2009, while retaining a minority investment in the company. This eventuallyled to the sale
of the entire Skype business to Microsoft for $8.5 billion in May 2011.
StubHub
StubHub's acquisition by eBay was announced in January 2007 for a reported $310 million.
According to CNN Money, 2007 was a very successful year for the company, handling five
million individual transactions, more than in the previous six years combined of its history.
Staffing at StubHub had increased to 350 workers by the time of the sale. Eight months after
the acquisition, StubHub reached an exclusive agreement with MajorLeagueBaseball
(MLB). They get a piece of the 25% in commissions StubHub earns on either end of a sale.
Ticketmaster filed a lawsuit against StubHub and eBay in 2007, alleging "intentional
interference" with Ticketmaster's contractual rights.
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5. SHOP CLUES
Shop Clue is an online marketplace owned by Clues Network Pvt. Ltd. It was established in July
2011 in Silicon Valley by Sanjay Sethi, Sandeep Aggarwal and Radhika Aggarwal. Based in
Gurgaon, India the company claims to have over 6 lakh merchants and 2.8 crore products on its
platform, serving over 32,000 pin codes across the country.
Valued at USD 1.1 billion, Shop Clues has Tiger Global, Helion Ventures, and Nexus
Venture Partners as major investors.
 In June 2015, Shop Clues launched a financing platform Capital Wings to fund its
merchants’ businesses.
 In May 2016, joined hands with Go Daddy to assist its small and medium
entrepreneurs in starting their own e-commerce websites.
 In July 2016, launched an ad platform, Ad Zone wherein sellers may market their
products with the help of native and custom advertising.
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Acquisition
In July 2016, Shop Clues collaborated with a hybrid e-commerce company, Store King
to promote its products on the latter’s app. In the same year, the company acquired Momoe, a
Bangalore-based mobile payments company.
In 2016 Shop Clues acquired the IP of a SaaS platform from Squeakee Media which was
founded by Abrar Shaikh in Mumbai, India.
Investment
In December 2015, the company invested towards seed funding in HeyBiz, which is a real-
time shopping assistant app.
Funding
In January 2016, Shop Clues raised USD 100 million from Tiger Global Management and
joined the Unicorn Club.
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6. JABONG
Jabong.com is an Indian fashion and lifestyle e-commerce portal founded by Praveen Sinha,
Lakshmi Potluri, Arun Chandra Mohan and Manu Jain. The portal sells apparel, footwear,
fashion accessories, beauty products, fragrances, home accessories and other fashion and
lifestyle products. The companies headquarter is in Gurgaon, NCR, India. In July, 2016 Flipkart
acquired Jabong through its unit Myntra for about $70 million. It was co- founded by Arun
Chandra Mohan, Praveen Sinha, Lakshmi Potluri and Manu Jain. All co- founders have left
the company. In March 2013, Jabong was dispatching over 6,000 orders a day. According to
The Economist, Jabong clocked gross sales of around US $100–150 Mn in 2012.As per a
Rocket Internet investor presentation, Jabong had a net revenue of 32.6 million euros in Q1
2016, up 14% from
28.6 million euros in the year-ago period. For FY2015, its revenues were at 122.1 million
euros. In September 2017, it was reported that Jabong is the 3rd largest global e-commerce
partner for Dorothy Perkins.
International Store
Jabong also has an international online shopping store called Jabongworld.com, which
receives its highest amount of traffic from the United States, closely followed by Malaysia
and Mauritius and other countries. Jabongworld.com was later shut down in mid-2016.
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7. MYNTRA
Myntra is a n I n d i a n fashion e-commerce c o m p a n y h e a d q u a r t e r e d in

Bengaluru, Karnataka, India. The company was founded in 2007 to sell personalized gift
items. By 2010, Myntra shifted to selling clothing. In May 2014, Myntra.com was acquired
by Flipkart.
History
Established by Mukesh Bansal along with Ashutosh Lawania and Vineet Saxena, Myntra sold
on-demand personalized gift items. It mainly operated on the B2B (business-to-business)
model during its initial years. Between 2007 and 2010, the site allowed customers to
personalize products such as T-shirts, mugs, mouse pads, and others. In 2011, Myntra began
selling fashion and lifestyle products and moved away from personalization. By 2012 Myntra
offered products from 350 Indian and International brands. The website launched the brands
Fastrack Watches and Being Human. In 2014 Myntra merged with Indian e-commerce
company Flipkart.com in an estimated deal of ₹2,000 crore (US$310 million). The merger was
influenced by two large common shareholders, Tiger Global and Accel Partners. Myntra
functions and operates independently. In 2014, Myntra's portfolio included about 1,50,000
products of over 1000 brands, with a distribution area of around 9000 pin codes in India. In
May 2015, Myntra moved on to app-only business model wherein customers can only make
purchases on the site through smartphones.
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The move came after the site claimed that 95 percent of Internet traffic on their site came
mobile and 70 percent sales were generated through smartphones. The move to app-only
generated mixed reviews and saw 10% dip in sales initially. Also in 2015, Ananth Narayanan
became the Chief Executive Officer of Myntra. In February 2016, the company retracted its
app-only model in an attempt to win back lost customers. The company said that the app-only
strategy had backfired and Myntra would relaunch its website. In September 2017, Myntra
negotiated the rights to manage Esprit Holdings 15 offline stores in India.
Acquisition and Investment
In October 2007, Myntra received its initial funding from Erasmic Venture Fund now known
as Accel Partners, Sasha Mirchandani from Mumbai Angels and a few other investors. In
November 2008, Myntra raised almost $5 million from NEA-IndoUS Ventures, IDG Ventures
and Accel Partners. Myntra raised $14 million in a Series B round of funding. This round of
investment was led by Tiger Global, a private equity firm; the existing investors IDG
Ventures and Indo- US Venture Partners also put in substantial amount towards funding
Myntra. Towards the end of 2011, Myntra.com raised $20 million in its third round of
funding, again led by Tiger Global. In February 2014, Myntra raised additional $50 Million
(Rs.310 crore) funding from Premji Invest and few other Private Investors. In April 2015,
Myntra acquired Bengaluru-based mobile app development platform company Native5, witha
view to strengthen and expand Myntra’s mobile technology team.
In July 2016, Myntra acquired mobile-based content aggregation platform Cubeit, to

strengthen and expand its technology team. In July, 2016 Myntra acquired their rival
Jabong.com to become India’s largest fashion platform. In October 2017, Myntra partnered
with Ministry of Textiles to promote handloom industry.
33
CHAPTER 3
DATA ANALYSIS
AND
INTERPRETATION
Table no 3.1: What is the age of the respondent?
Particulars Number Percentage
15-20 12 20%
20-25 28 48%
25-30 11 17%
30 And above 9 15%
Graph no 3.1: What is the age of the respondent?
Analysis & Interpretation
The above diagram shows us the percentage in the age of respondents. As it shows that from
the number of respondents are 20% in Age group 15-20 and from 20-25 age group it is 48%
and it is 17% from 25-30 and 30 above it is 15%. The above chart shows thathigh
respondents of online shopping fall in 20-25 age group.
35
Table no 3.2: In which occupation you belong to?
Occupation Numbers Percentage
Professionals 27 45%
Student 18 30%
Businessman 9 15%
Others 6 10%
Graph no 3.2: In which occupation you belong to?
45% professional segments people prefer the shopping the products through online
shopping,30% students’ group and few of the segments prefer in businessman and others
segments.
36
Table no 3.3: What is the monthly income of the respondents?
Monthly Income Numbers Percentage

10000-20000 7 11%
20000-30000 27 45%
30000-40000 17 29%
40000-50000 9 15%
Graph no 3.3: What is the monthly income of the respondents?
This above graph shows the percentage that the monthly income of the different respondents,
and it show that respondents between 20,000-30,000 have bought more online products
because most of them are graduates and they use electronic products like music CDs, mobiles,
laptops, trendy clothes, etc.
37
Table no 3.4: What motivates you to buy products online?
Particulars Numbers Percentage
Easy payments 6 10%
No hidden cost 4 7%
No travel to shop 28 46%
Wide range of products 22 37%
Graph no 3.4: What motivates you to buy products online?
This graph shows that what motivates the people to buy internet, as from above result we
found out that no travel to shop is the main thing and wide range of products available at one
place which help respondents to compare the products from various variety which motivates
the people to buy products online.
38
Table no 3.5: What products you buy on internet?
Clothes 15 25%
Books 12 20%
Apparel 7 12%
Mobile 14 23%
Laptop 12 20%
Graph no 3.5: What products you buy on internet?
The above graphs give result that most of time people use to buy clothes 25% but the margin
with other things is very less as books & laptops share the same % i.e., 20% and mobilesis
23%. While apparel have the lowest of 12%. So, this graph shows us this useful data.
39
Table no 3.6: Do you think buying apparels online is convenient and easy
instead of offline?
PARTICULARS NUMBERS PERCENTAGE

Strongly 5 9%
Disagree
Disagree 10 16%
Agree 19 32%
Strongly Agree 26 43%
Graph no 3.6: Do you think buying apparels online is convenient and easy
instead of offline?
It was observed from the chart that around 43% of the participants strongly agree on online
buying of apparels due to convenience and ease. Also 32% agrees that buying apparels online
is convenient and easy instead of offline. While 9% and 16% disagrees with the idea. So, I
think that majority of the online customers agree that online shopping is convenient and easy
as compared to offline purchase of apparels. There are few online consumers who do not
agree with this, although they prefer to buy apparels from online websites. These consumers
might be shopping from both online and offline sources as per their needs.
40
Table no 3.7: Do you think buying apparels online saves money?
PARTICULARS NUMBERS PERCENTAGE
Strongly Disagree 8 14%
Disagree 11 18%
Agree 22 36%
Graph no 3.7: Do you think buying apparels online saves money?
This graph shows that 36% people agrees that online shopping saves money, 32% also
strongly agrees that online shopping saves money, 18 % people disagree with this and 14%
people also strongly disagrees that online shopping saves money. So, I think that Online
shopping of apparels is cheaper due to availability of more discounts, buy one get one free
offer, promotional discounts, festive and weekend discounts. Online retailing is a cost-
effective method of marketing & selling goods where customers directly interact with them.
The costs involved in establishing physical stores, keeping salesmen and in store staff, in-
store facilities etc. are not absent in case of online retailing. Hence, online retailers can pass
the cost savings to the customers in the form of low price, discounts and offers.
41
Table no 3.8: Please tell us how important it is for online platforms to
provide 24/7 customer service.

Very Essential 32 53%
Less important 20 33%
Not important 8 14%
Graph no 3.8: Please tell us how important it is for online platforms to

provide 24/7 customer service.
This graph shows that how important it is for online platforms to provide 24/7 customer
service and the result shows that 33% people says that it is less important to provide 24/7
customer service on online platforms and 53% people says that it is very essential to provide
24/7 customer service and 14% says that it is not at all important. So, it is important to have
customer service as it improves your website conversion and reduce bounce rate also when
visitors visit your website online chat operators guide them properly.
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Table no 3.9: There is no difficulty in settling disputes when I shop online
(e.g., while exchanging products).

Agree 9 15%
Disagree 3 5%
Graph no 3.9: There is no difficulty in settling disputes when I shop online

(e.g., while exchanging products).
This diagram shows that 78% people strongly agree that there is no difficulty in settling
disputes when they shop online, 15% also agree with it and 5% and 2% though disagrees with
it. So, it is clear that majority of the customers when shop online they don’t face any problem
like while exchanging products and etc. and they don’t face Any disputes while buying or
exchanging apparels online.
43
Table no 3.10: It would take a less time and energy to look for another
website for this type of product.

Agree 16 26%
Disagree 4 8%
Graph no 3.10: It would take a less time and energy to look for another
website for this type of product.
38% of the people strongly agrees that it takes a less time and energy to look for another
website for this type of product and 26% agrees with this and 28% people strongly disagree
with it and few 8% of the people disagree from this.
44
Table no 3.11: Online shopping is one of the first places I intend to look
when I need the type of merchandise or services it provides.

Agree 12 20%
Disagree 6 10%
Graph no 3.11: Online shopping is one of the first places I intend to look
when I need the type of merchandise or services it provides.
60% people strongly agrees that online shopping is the first places I intend to look when I
need the type of merchandise or services it provides. And also 20% people agrees with this,
where as 10% peoples are those who strongly disagree and are against of it. This is what the
above pie chart signifies.
45
Table no 3.12: I prefer making a purchase from the online platforms than
local offices, malls or stores.
Particulars Numbers PERCENTAGE
Agree 23 38%
Disagree 4 6%
Strongly 6 11%
Disagree
Graph no 3.12: I prefer making a purchase from the online platforms than
local offices, malls or stores.
From the above table we can say that 45% of the people strongly agree that they prefer
making a purchase from the online platforms than local offices, malls or stores, 38% of them
also agree with it, 6% of them disagree and 11% of them strongly disagree while making an
online purchase. It is clear that most of the people prefer purchase from online platforms than
malls or stores.
46
Table no 3.13: I prefer online shopping services over other home shopping
services (i.e., catalogs, "1-800" services or television).

Agree 18 29%
Disagree 7 12%
Graph no 3.13: I prefer online shopping services over other home shopping
services (i.e., catalogs, "1-800" services or television).
35% people strongly agrees that they prefer online shopping services over other home
shopping services (i.e., catalogs, "1-800" services or television) And also 29% people agrees
with this, where as 24% peoples are those who strongly disagree and also 12% people
disagrees and are against of it. This shows that people have likes online shopping services.
47
Table no 3.14: To what extent does online shopping meet your expectations?

Significantly 38 64%
exceeded
expectations
Met expectations 18 30%
Did not meet 4 6%
expectations
Graph no 3.14: To what extent does online shopping meet your

expectations?
64% of the people have said that online shopping has significantly exceeded their
expectations when they do online purchase, 22% have said that it does somewhat meet their
expectation while 5% said that it does not at all meet our expectations. So, it is clear that
majority of the people are satisfied with their online shopping meeting their needs and wants.
48
Table no 3.15: Is it important to seek assistance from customer support?

Agree 18 30%
Disagree 9 15%
Graph no 3.15: Is it important to seek assistance from customer support?
35% people strongly agrees that it is important to seek assistance from customer support and
also 30% people agrees with this, where as 20% peoples are those who strongly disagree and
also 15% people disagrees and are against of it. This shows that seeking assistance from
customer support is important among majority of peoples.
49
Table no 3.16: Online shopping products are manufactured from high
quality components and materials

Agree 18 30%
Disagree 10 16%
Graph no 3.16: Online shopping products are manufactured from high

quality components and materials
36% people strongly agrees that Online shopping products are manufactured from highquality
components and materials and also 30% people agrees with this, where as 18% peoples are
those who strongly disagree and also 16% people disagrees and are against of it. This shows
that online products are manufactured with high quality materials and people purchase such
products only.
50
Table no 3.17: Brand value is a very important factor of consideration
during online shopping

VERY IMPORTANT 40 66.7%
IMPORTANT 13 23.3%
NOT VERY 4 5%
IMPORTANT
NOT AT ALL 3 5%
IMPORTANT
Graph no 3.17: Brand value is a very important factor of consideration

during online shopping
BRAND
45
40
35
40
30
25
20
15
10
13
5
0 4 3
VERY IMPORTANTIMPORTANTNOT VERY IMPORTANTNOT AT ALL IMPORTANT

BRAND
From the above graph, 66.7% of people brand value is a very important factor of
consideration during online shopping. And also 23.3% people consider it as important factor
while online shopping, whereas 5% people both disagree with it. The data shows that brand
name is a very important factor of preference during online shopping for consumers.
51
Table no 3.18: Look or Appearance of the products while buying products
online is a very important factor of consideration during online shopping.

IMPORTANT 18 23.3%
NOT VERY 5 10%
IMPORTANT
NOT AT ALL 3 10%
IMPORTANT
Graph no 3.18: Look or Appearance of the products while buying products

online is a very important factor of consideration during online shopping.
LOOK/APPEARANCE OF PRODUCT
40
35
34
30
25
20
15 18
10
5
5
3
0
VERY IMPORTANT IMPORTANT NOT VERY IMPORTANTNOT AT ALL IMPORTANT
LOOK/APPEARANCE OF PRODUCT
From the above graph, 56.7% of people look/appearance of product is a very important factor
of consideration during online shopping. And also 23.3% people consider it as important
factor while online shopping, whereas 5% people both disagree with it. The data shows that
look/appearance of product is a very important factor of preference during online shoppingfor
consumers.
52
Table no 3.19: Easy access is a very important factor of consideration
during online shopping.

IMPORTANT 20 26.7%
NOT VERY 5 15%
IMPORTANT
NOT AT ALL 3 5%
IMPORTANT
Graph no 3.19: Easy access is a very important factor of consideration

during online shopping.
EASY ACCESS
35
30 32
25
20
20
15
10
5
5 3
0
VERY IMPORTANT IMPORTANT NOT VERY IMPORTANT
EASY ACCESS
From the above graph, for 53.3% people easy access is a very important factor of
consideration during online shopping. And also 26.7% people also consider it important.
While 15% people not consider easy access not very important and Only 5% of the
respondent's easy access is not at all important.
53
Table no 3.20: Online shopping provides safe and secure payment process

Agree 18 30%
Disagree 6 10%
Graph no 3.20: Online shopping provides safe and secure payment process
From the above graph, for 42% people strongly agree and 20% people agree that Online
shopping provides safe and secure payment process. while 14% people strongly disagree and
10% people disagree and does not consider online shopping platforms a safe and secure
payment process platform.
54
Table no 3.21: Online Shopping Is as Convenient as Traditional Shopping.

Agree 18 34%
Disagree 10 2%
Graph no 3.21: Online Shopping Is as Convenient as Traditional

Shopping.
From the above graph, 38% of people strongly agreed that online shopping is as convenient
as traditional shopping.34% respondents agreed that online shopping is as convenient as
traditional shopping. In contrast, 26% of people strongly disagreed and consider that online
shopping is not as convenient as traditional shopping.
55
Table no 3.22: Online shopping saves time

Agree 17 35%
Disagree 6 10%
Graph no 3.22: Online shopping saves time
From the above graph, 45% of people strongly agreed that online shopping saves time and
35% respondents agreed that online shopping saves time. In contrast, 10% of people strongly
disagreed and consider that online shopping does not saves time.
56
Table no 3.23: Online Shopping Provide Wide Range of Product
Availability

Strongly Agree 25 41.7%
Agree 24 40%
Disagree 5 8.3%
Graph no 3.23: Online Shopping Provide Wide Range of Product

Availability
From the above graph, 41.7% of people strongly agreed that Online Shopping Provide Wide
Range of Product Availability and 40% respondents agreed that Online Shopping Provide
Wide Range of Product Availability. In contrast, 10% of people strongly disagreed and also
8.3% disagree and consider that Online Shopping Does Not Provide Wide Range of Product
Availability.
57
Table no 3.24: Online Shopping Provides Easy and On-Time Delivery at
Door Step

Agree 18 30%
Disagree 6 10%
Graph no 3.24: Online Shopping Provides Easy and On-Time Delivery at

Door Step
From the above graph, 42% of people strongly agreed that Online Shopping Provide
Easyand On-Time Delivery at Door Step and 40% respondents agreed that Online Shopping
Provide Easy and On-Time Delivery at Door Step. In contrast, 18% of people strongly
disagreed and also 10% disagree and consider that Online Shopping Does Not Provide Easy
and On-Time Delivery at Door Step.
58
Table no 3.25: Packaging Is a Very Important Factor of Consideration
During Online Shopping.

VERY IMPORTANT 30 50%
IMPORTANT 17 28.3%
NOT VERY 9 15%
IMPORTANT
NOT AT ALL 4 6.7%
IMPORTANT
Graph no 3.25: Packaging Is a Very Important Factor of Consideration

During Online Shopping.
PACKAGING
35
30
30
25
20
15 17
10
9
5
4
0
PACKAGING
From the above graph, for 50% of respondents packaging is very important and for 28.3% of
respondents, the packaging is important. Whereas at the same time for 6.7% packaging is not
at all important. And 15% says that it is not very important. So, majority of respondents says
that packaging is important aspect of consideration while doing online shopping.
59
Table no 3.26: Is it important that online shopping focuses on service
quality.

IMPORTANT 9 23.3%
NOT VERY 3 5%
IMPORTANT
NOT AT ALL 2 5%
IMPORTANT
Graph no 3.26: Is it important that online shopping focuses on service

quality.
SERVICE QUALITY
50
45
46
40
35
30
25
20
15
10
5
9
3 2
0
SERVICE QUALITY
From the above graph, Again the service quality of the products/services played a very
important factor. 76.7% of respondents strongly focus on service quality during online
shopping. Thus, it plays a very important role while doing online shopping.
60
Table no 3.27: Is it important that online shopping focuses on payment
security.

IMPORTANT 12 20%
NOT VERY 0 0%
IMPORTANT
NOT AT ALL 2 3.3%
IMPORTANT
Graph no 3.27: Is it important that online shopping focuses on payment

security.
PAYMENT SECURITY
50
45
40 46
35
30
25
20
15
12
5
0 0 2
VERY IMPORTANTIMPORTANTNOT VERY IMPORTANTNOT AT ALL IMPORTANT

PAYMENT SECURITY
From the above graph, for 76.7% of respondent’s payment security is very important. Among
all of the other factors, the highest important factor of preferences can be concluded payment
security system.
61
Table no 3.28: Is it important that online shopping focuses on
discounts/promotions.

VERY IMPORTANT 30 50%
IMPORTANT 23 38.33%
NOT VERY 5 8.33%
IMPORTANT
NOT AT ALL 2 3.34%
IMPORTANT
Graph no 3.28: Is it important that online shopping focuses on

discounts/promotions.
DISCOUNT/PROMOTION
35
30
25
23
15
10
5
2
0
VERY IMPORTAN NOT VERY IMPORTANTNOT AT ALL
DISCOUNT/PROMOTION
From the above graph, for 50% of respondents discount/promotional schemes played a very
important factor when they buy products/services online. On the same hand for 38.3% of
respondents it’s also important to look at discount and promotional schemes before the
purchase. For 3.34% of respondents discount/promotional schemes do not affect their online
shopping preference.
62
CHAPTER 4
CONCLUSIONS
AND
RECOMMENDATION
4.1 CONCLUSION
Increased Internet penetration, a hassle-free shopping environment providing to the online
shoppers with one click and the product is delivered at home so, that’s why more Indians
prefer shopping online. But at the same time the companies need to reduce the risks related to
consumer incompetence by tactics such as making purchase websites easier to navigate, and
introducing Internet kiosk, computers and other aids in stores. The goal is not to convert all
shoppers to online purchasing, but to show them it’s an option. In addition to above, efforts
need to be taken to educate the online buyers on the steps that need to be undertaken while
making an online purchase. Moreover, the feedback of an online buyer should be captured to
identify flaws in service delivery. This can be done through online communities and blogs
that serve as advertising and marketing tools and a source of feedback for enterprises. I found
that it is a challenge for E-marketers to convert low frequency online buyers into regular
buyers through successful website design and by addressing concerns about reliable
performance. Thus, People are preferring online shopping due to various motives like
discounts, a wide range of product availability, easy access, and user-friendly websites, safe
and secure payment process, easy return and replacing items and consumers can avoid the
hassle of shopping online.
64
4.2 RECOMMENDATIONS
Due to revolution in telecommunication sector no. of users of internet are increased in India
in recent time and customers are using internet for online shopping but still for regular
purchase most of customers first choice is manual shopping.
 To increase no. of customers for online shopping there is need of extensive publicity
and promotion by online shopping companies to attract all class of customers
 Most of the customers are of opinion that shipping charges charged by companies are
very high, it is suggested to companies to either reduce shipping charges or delivery
of product should be given freely. Companies may use it as one of the promotional
activities.
 After research it is observed that major hurdle behind development of online shopping
is of customer awareness. Majority of customers are not aware about various pre and
post services rend by this online shopping companies.
 Companies should aware customers regarding how security regarding customers credit
card no. is maintained by companies
 Companies should made aware customers regarding return policy and procedure if
wrong or bad product arrived.
 Companies should make returning procedure simpler, like few companies are asking
customers to resend products if any wrong or bad product arrived. Instead of these
companies should collect product from customers and deliver right product to them in
minimum time.
 Most of customers want to see product before purchase to make sure that sameproduct
arrived as per order. Most of companies are not having this facility. If companies want
to increase no. of customers, they should provide this facility because in manual
purchase customers are getting chance to see and touch the product and this may be
the important reason behind customers first preference for manual shopping on regular
basis.
 In home and electronic appliances after sales service in very important aspect,
companies should inform customers regarding how to install and use the product or
send company representative for installation very soon after delivery. Companies
should inform customers regarding nearest service station if any problem arrived in
product
65
Majority of customers are preferring manual shopping for home and electronic appliances in
fear of after sales service. From the above discussion, it is concluded that future of online
shopping in India looks very bright. Online shopping gives customers best alternative to save
money and time. Companies Offers detail product information, easy mode of payment,
facility of comparison of price and very important completely hassle-free shopping
experience. Success of online shopping depends on its popularity, its brand image and its
unique promotional policies.
66
BIBLIOGRAPHY
Books:-
 Kotler Philip, K.P(1998), “Marketing Management”8th Edition, June, 1995, New
Delhi.
 Schiffman-Kanuk, J.P(1987), “Consumer Behavior- Prentice Hall of INDIA”
6th Edition, May, 1996, New Delhi.
 Neal Mc, J. V (1983), “An Introduction to consumer behavior”, New York,
9th Edition, March, 2006, New Delhi.
 Willey Sharma, M.V(1973), “D. D Marketing research”, New Delhi, 5th Edition
Sultan Chand & Sons 1999, New Delhi.
 Kothari, C. R, (1975)– “Research Methodology, New Delhi, New Age International
(P) Ltd”, Edition 2006
Websites
 Eadie, A. (2016, June 23). Customer perception with Online Shopping. Retrieved
from www.google.com.
 Walker, A.J (2001, July 22). Customer perception with Shopping from stores.
Retrieved from www.croma.in.
 Smith, W. R. (2019, May 15). A study on customer’s preference towards Online

Shopping from Amazon in Delhi. Retrieved from www.amazon.com
 Andreff, W. (2016, January 25). Comparative Analysis on customer’s preference

towards Online Shopping from Amazon in Delhi. Retrieved from
www.ebay.com
 Staudohar, P. D. (2009, April 16). customer’s preference towards Online Shopping

from Flipkart. Retrieved from www.flipkart.com
 Omesh Chandra (2008 October 05). A study on customer’s choices towards Online
Shopping from Snapdeal. Retrieved from www.snapdeal.com
 Antony, J., & Ciby Thomas, D. (2002, September 12). Customer’s Behavior
towards Online Shopping from Jabong in India. Retrieved from www.jabong.com
 Krishnan Santana R (2011, December 22). History of Online Shopping from Myntra.
Retrieved from www.myntra.com
ANNEXURES
QUESTIONNAIRE
This information is required for successful completion of my project ‘A Study on CONSUMER
BEHAVIOUR TOWARDS ONLINE SHOPPING.’ I request you to kindly spare some of
your time and fill the questionnaire below. Thank you.
RESPONDENT INFORMATION
Name:
Address:
1. What is your age group?

a) 15-20
b) 20-25
c) 25-30
d) 30 and above
2. In which occupation you belong to?

a) Professional b) Students c) Businessman d) Others
3. What is your monthly

income? a) 10000 -
20,000
b) 20000 to 30000
c) 30000 to 40000
d) 40000 Above
4. What motivates you to buy products online?
a) Easy payment
b) No hidden cost
c) No travel to shop
d) Wide range of products
5. What products you buy on internet?
a) Books
b) clothes
c) Apparel
d) Mobile
e) Laptop
f) Other
6. Do you think buying apparels online is convenient and easy instead of offline?
a) Strongly agree
b) Agree
c) Disagree
d) Strongly disagree
7. Do you think buying apparels online saves money?

a) Strongly agree
b) Agree
c) Disagree
8. Please tell us how important it is for online platforms to provide 24/7 customer service.
a) Very Essential
b) Less important
c) Not important
9. there is no difficulty in settling disputes when I shop online (e.g., while exchanging products).
a) Strongly agree
b) Agree
c) Disagree
10. It would take a less time and energy to look for another website for this type of product.
a) Strongly agree
b) Agree
c) Disagree
11. Online shopping is one of the first places I intend to look when I need the type of
merchandise or services it provides.
a) Strongly agree
b) Agree
c) Disagree
12. I prefer making a purchase from the online platforms than local offices, malls or stores.
a) Strongly agree
b) Agree
c) Disagree
13. I prefer online shopping services over other home shopping services (i.e., catalogs, "1-800"
services or television).
a) Strongly agree
b) Agree
c) Disagree
14. To what extent does online hopping meet your expectations?

a) Significantly exceeded expectations
b) Met expectations
c) Did not meet expectations
15. Is it important to seek assistance from customer support?

a) Strongly agree
b) Agree
c) Disagree
16. Online shopping products are manufactured from high quality components and materials.
a) Strongly agree
b) Agree
c) Disagree
17. brand value is a very important factor of consideration during online shopping.
a) VERY IMPORTANT
b) IMPORTANT
c) NOT VERY IMPORTANT
d) NOT AT ALL IMPORTANT
18. look or appearance of the products while buying products online is a very important factor of
consideration during online shopping.
a) VERY IMPORTANT
b) IMPORTANT
19. easy access is a very important factor of consideration during online shopping.
a) VERY IMPORTANT
b) IMPORTANT
20. online shopping provides safe and secure payment process

a) Strongly agree
b) Agree
c) Disagree
21. Online Shopping Is as Convenient as Traditional Shopping.

a) Strongly agree
b) Agree
c) Disagree
22. online shopping saves time

a) Strongly agree
b) Agree
c) Disagree
23. Online Shopping Provide Wide Range of Product Availability

a) Strongly agree
b) Agree
c) Disagree
24. online shopping provides Easy and On-Time Delivery at Door Step
a) Strongly agree
b) Agree
c) Disagree
25. packaging is a very important factor of consideration during online shopping.

a) VERY IMPORTANT
b) IMPORTANT
26. Is it important that online shopping focuses on service quality?

a) VERY IMPORTANT
b) IMPORTANT
27. Is it important that online shopping focuses on payment security?
a) VERY IMPORTANT
b) IMPORTANT
28. Is it important that online shopping focuses on discounts/promotions?

a) VERY IMPORTANT
b) IMPORTANT

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PROJECT REPORT ON

A STUDY ON CONSUMER BEHAVIOUR

DEGREE OF BACHELOR’S OF BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF

Dr. ANUJ AGGARWAL

VIPS SUBMITTED BY:

TOWARDS ONLINE SHOPPING” under the guidance of “Dr. ANUJ AGGARWAL” in

Administration (BBA) at Vivekananda Institute of Professional Studies, Vivekananda School

TOWARDS ONLINE SHOPPING” is an academic work done by “RUHANI ARORA” submitted in

Administration (BBA) from Vivekananda Institute of Professional Studies, Vivekananda

Dr. ANUJ AGGARWAL

I express my sincere gratitude and thanks to Dr. ANUJ

Contents Page No.

 To study the online shopping behavior of customers.

Research methodology is a system to logically solve the research problem. It is compulsory

1.6.2 RESEARCH DESIGN

1.6.3 RESEARCH APPROACH

1.6.6 SAMPLE FRAME

1.6.7 SAMPLE SIZE

1.6.8 SAMPLE UNIT

1.6.9 SAMPLING TECHNIQUES

1.6.11 METHODS OF DATA COLLECTION

These categories are;

(a) Primary data

(b) Secondary data

(a) PRIMARY DATA

TOOLS USED FOR DATA COLLECTION

1.6.12.1 PERCENTAGE ANALYSIS

Percentage = no. of respondents/total no. of respondents*100

1.6.13 PRESENTATION TOOLS USED FOR DATA ANALYSIS AND

1.6.13.2 GRAPH AND DIAGRAMS

1.6.15 Methods of Sampling:

1.6.16 LIMITATIONS OF THE STUDY

2.1.2 History Of Online Shopping

Few Factors That Boost Online Shopping in India

FEW FACTS ABOUT ONLINE SHOPPING

2.6 COMPANY PROFILE

Amazon.com, Inc., doing business as Amazon, is an American electronic commerce

Amazon employs a multi-level e-commerce strategy. Amazon started by focusing on

Flipkart is an electronic commerce company headquartered in Bengaluru, India. It was founded

Digiflip, Flipkart's own electronic brand

Flipkart also sells several branded electronics and other products.

Payment options in Online Shopping

Myntra is a n I n d i a n fashion e-commerce c o m p a n y h e a d q u a r t e r e d in

Acquisition and Investment

In July 2016, Myntra acquired mobile-based content aggregation platform Cubeit, to

Graph no 3.1: What is the age of the respondent?

Analysis & Interpretation

Occupation Numbers Percentage

Graph no 3.2: In which occupation you belong to?

Analysis & Interpretation

Monthly Income Numbers Percentage

Graph no 3.3: What is the monthly income of the respondents?

Analysis & Interpretation

Particulars Numbers Percentage

Easy payments 6 10%

No travel to shop 28 46%

Wide range of products 22 37%

Graph no 3.4: What motivates you to buy products online?

Analysis & Interpretation

Particulars Numbers Percentage

Graph no 3.5: What products you buy on internet?

Analysis & Interpretation