G.L.

BAJAJ INSTITUTE OF TECHNOLOGY AND MANAGEMENT

RESEARCH PROJECT REPORT

ON
“A STUDY ON CONSUMER PERCEPTION TOWARDS
ONLINE SHOPPING”

TOWARDS THE PARTIAL FULFILLMENT FOR THE AWARD OF

DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (MBA)

(Dr. A.P.J. Abdul Kalam Technical University, Lucknow, Uttar

Pradesh)

by
SUJEET KUMAR KAMAT

(2201920700384)

Session 2023-24

Under the Supervision of

Dr. Manikant Dubey

Assistant Professor

1
 DECLARATION

I hereby declare that the work presented in this report entitled “A Study on
Consumer Perception towards online shopping", was carried out by me. I have
not submitted the matter embodied in this report for the award of any other degree
or diploma of any other University or Institute. I have given due credit to the
original authors/sources for all the words, ideas, diagrams, graphics, computer
programs, experiments, results, that are not my original contribution. I have used
quotation marks to identify verbatim sentences and given credit to the original
authors/sources. I affirm that no portion of my work is plagiarized, and the
experiments and results reported in the report are not manipulated. In the event of a
complaint of plagiarism and the manipulation of the experiment and results, I shall
be fully responsible and answerable.

SUJEET KUMAR KAMAT

Roll No. 2201920700384

Marketing and Finance

(Candidate Signature)

2
 G. L. BAJAJ
INSTITUTE OF TECHNOLOGY &MANAGEMENT
Approved by A.I.C.T.E. & affiliated to Dr. A.P.J. Abdul Kalam Technical University

CERTIFICATE

This is to certify that Sujeet Kumar Kamat, Roll No. 2201920700384 has undertaken this project titled “A Study
On Consumer Perception Towards Online Shopping” for the partial fulfilment of the award of Master of
Business Administration degree from Dr. A P J Abdul Kalam Technical University, Lucknow (U. P.). I wish him /
her all the best for his/her bright future ahead.

Date:

Project Supervisor:
Dr. Manikant Dubey
(Professor)
Department of Management Studies

Head of Department:
Dr. Vikas Tripathi
Department of Management Studies

3
 ACKNOWLEDGEMENT

The Research Project provided me with an opportunity to learn various perceptions

of consumers towards online shopping from various ecommerce websites which gave
me the idea of how online shopping and e commerce industries are growing so
rapidly.
I express my deepest thanks to my mentor Dr. Manikant Dubey for taking part in
useful decision & giving necessary advice and guidance to make project easier. I
choose this moment to acknowledge her contribution gratefully.
I am using this opportunity to express my gratitude to Dr. Vikas Tripathi (HOD) who
supported me throughout the course and constantly reviewed my work and provide
guidance of this MBA project.

4
 TABLE OF CONTENT

SR. NO NAME OF THE CHAPTER PAGE NO

6-18
1. Introduction

19-23
2. Company Profile

24-26
3. Review of Literature

27-28
4. Objectives Of Study

29-30
5. Scope of Study

31-33
6. Research Methodology
➢ Hypothesis
34-55
7. Data Analysis And
Interpretation
56-57
8. Findings

58-59
9. Conclusion

Suggestion And Recommendation 60-61

10.

62-63
11. Bibliography

64-67
12. Annexure

5
 CHAPTER 1 :
INTRODUCTION

6
In the era of globalization alongside with the improvement of e-

commerce, many business companies started their income and

marketing efforts for their products and services by internet. In easy

words Online shopping is described as buying product from Internet

retailers as opposed to a store or save or the act of buying merchandise

or services over the Internet. It is a shape of electronic commerce

which permits shoppers to immediately purchase goods and offerings

from a seller over the electronic media. Consumers discover a product

of hobby by means of traveling the internet site of the retailer directly

or with the aid of searching among unique companies using a shopping

search engine, which shows the equal product's availability and pricing

at distinctive e-retailers the procedure is called enterprise to- customer

(B2C) online shopping.

Online shopping is one of the rapid developing things. It is viewed as a

medium for transaction between retailers and buyers. Online shopping

additionally consists of grant chain management, advertising over

internet, 24 × 7 timing, availability of variety of products and services

etc. Earlier food, cloth and shelter have been referred to as simple want

however now a day‟ s one more needis brought that is “internet”. Due

to transformation in telecommunication sector web has changed the way

customers keep and purchase items and services. Both

7
Indian companies and MNC‟ s have started out the use of the Internet

with the purpose of lowering advertising fees and thereby lower the

price of their products in order to meet heavy opposition in the market.

Companies also use the Internet to deliver communicates and spread

information, to promote the product, to take comments and also to

conduct pride surveys with customers. Customers use the Internet not

only to purchase the product online, but also to examine prices, quality;

product facets and after sale service facilities they will receive. The

Internet presents a distinctive possibility for corporations to greater

efficiently attain the present as properly as doable customers.

Electronic commerce attracts on applied sciences such as cellular

commerce, grant chain management, online transaction processing,

electronic records interchange, stock management system, electronic

fund switch etc. E-commerce may also take up some subsequent

facilities such as B2B electronic statistics inter change, grant direct

retail sale and marketing to customer, appoint in launching of new

merchandise and offerings etc.

The fundamental element for improvement of E-shopping is due to

alternate in lifestyle of the shoppers and enlargement of online activity.

All most of all customers clutch online possibilities considering that

exclusive products get more discounts. Much above that, it saves time

and gives whole relief from the crowd. The outstanding online

retailing companies in India are Flipkart,

8
Amazon.com, Snap deal, Myntra and e-Bay etc. some necessary factors

which affect purchaser perceptions for online shopping are information,

easy to use, satisfaction, security, proper utilization of accessible

records to compare the extraordinary products and services.

9
Specific features of online shopping:

Online shopping consist of various features which also highlight the

benefits from e – shopping. Thus, the features are described as:

▪ Convenient prices.

▪ 24*7 Service available.

▪ Cash back offer.

▪ Less time consumption.

▪ Flexible Payment methods.

▪ Availability of much more variety.

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 ONLINE SHOPPING

Online shopping is the process of buying goods and services from

merchants who sell on the Internet and people can purchase just about

anything from companies that provide their products online. Online

shopping is a form of Electronic Commerce. E-commerce is the short

name for electronic commerce. It is the process of selling and buying

the products and offering online services utilizing electronic media and

the internet. E-commerce or Electronic commerce, is a subset of E-

Business (a company that does all or most of its transactions through

the Internet), is the purchasing. selling, and exchanging of goods and

services over computer networks (such as the Internet) through which

transactions or terms of sale are performed electronically. The E-

commerce industry allows doing business without worrying about

distance and time. These business transactions occur either as business-

to-business (B2B), business to-consumer (B2C), consumer- to-

consumer (C2C) or consumer-to- business (C2B).

The terms e-commerce and e-business are often used interchangeably.

The term E Tail (electronic retailing) is also sometimes used in

reference to transactional processes for E-Shopping or Online

Shopping. E-Shopping is the browsing and purchase of goods using

computer (Internet) or Television catalog, also called Home Shopping.

Online Shopping is a form of e-commerce which allows customers to

directly buy goods form seller over the Internet.

11
Online shopping is a form of electronic commerce which allows

consumers to directly buy goods or services from a seller over the

Internet using a web browser. Consumers find a product of interest by

visiting the website of the retailer directly or by searching among

alternative vendors using a shopping search engine, which displays the

same product's availability and pricing at different e-retailers. A typical

online store enables the customer to browse the firm's range of products

and services, view photos or images of the products, along with

information about the product specifications, features and prices.

Online stores typically enable shoppers to use "search" features to find

specific models, brands or items. Online customers must have access to

the Internet and a valid method of payment in order to complete a

transaction, such as a credit card, a debit card, or a service such as

PayPal. For physical products (e.g., books or clothes), the e-retailer

ships the products to the customer; for digital products, such as digital

audio files of songs or software, the e-retailer typicallysends the file to

the customer over the Internet.

Say goodbye to the days when you stood in line waiting, and waiting,

and waiting some more for a store clerk to finally check out your items.

Online shopping transactions occur instantly-saving you time to get

your other errands done! Additionally, unlike a store, online shopping

has friendly customer service representatives available 24 hours a day,

7 days a week to assist you with locating. purchasing and shipping your

merchandise.

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 E-COMMERCE WORKING

Electronic commerce, commonly known as E-commerce, is trading in

products or services using computer networks, such as the Internet.

Electronic commerce draws on technologies such as mobile

commerce, electronic funds transfer, supply chain management,

Internet marketing, online transaction processing, electronic data

interchange (EDI), inventory management systems, and automated data

collection systems. Modem electronic commerce typically uses the

World Wide Web for at least one part of the transaction's life cycle,

although it may also use other technologies such as e-mail.

E-commerce offers products and services through websites, a customer

simply has to visit an e commerce website and browse various offering

throughbrowser catalog, a customer can select multiple offerings and

can add them to the shopping cart, once the shopping is done the

customer can check out and proceed to payment section where various

online payment options are available like internet banking, credit

card, debit card etc. Once payment is done the customer is notified

about the order and order is shipped on the postaladdress provided by

the customer.

13
E-commerce businesses may employ some or all of the following:

• Online shopping web sites for retail sales direct to consumers.

• Providing or participating in online marketplaces, which

process third-party business to consumer or consumer-to-
consumer sales.
• Business-to-business buying and selling.
• Gathering and using demographic data through web contacts
and socialmedia.

• Business-to-business electronic data interchange.

• Prevail for launching new products and services.

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BENEFITS OF E-COMMERCE:

E-commerce benefits are broadly classified in 3 major categories:

• Benefit to organization

• Benefit to consumers

• Benefit to society

ADVANTAGES OF E-COMMERCE :-

There are so many advantages to purchasing products online fromE-

commerce websites. Some of them are listed below:

• Save Money: You can get services and products at flexible rates.
• Save Time: You don‟ t have to go to the market to buyproducts.
• 24*7 Support: You can buy and checkout a product whenever you want.
• Convenience: You can buy products from anywhere in the world.
• Compare Online: E-commerce websites allow their customers to
compareproducts.

15
BENEFIT TO ORGANIZATION:

• Using e-commerce, organizations can expand their market to

national and international markets with minimum capital

investment. An organization can easily locate more customers,

best suppliers, and suitable business partners across the globe.

• E-commerce helps organizations to reduce the cost to create

process, distribute, retrieve and manage the paper based

information by digitizingthe information.

• Commerce improves the brand image of the company. o E-

commerce helps organization to provide better customer

services.

• E-commerce helps to simplify the business processes and

makes them faster and efficient.

• E-commerce reduces the paper work.

• E-commerce increases the productivity of organizations.

16
BENEFIT TO CUSTOMERS:

• Customers can enquire about a product/service and place orders

anytime,anywhere from any location.

• E-commerce application provides users with more options to

compare andselect the cheaper and better options & also quicker
delivery of products.

• A customer can put review comments about a product and can

see whatothers are buying, or see the review comments of other
customers before
making a finalpurchase.

• A customer can see the relevant detailed information within

seconds,rather than waiting for days or weeks.

17
BENEFITS TO SOCIETY:

• Customers need not travel to shop a product, thus less traffic

on road and low air pollution. E-commerce helps in reducing

the cost of products, so less affluent people can also afford the

products.

• E-commerce has enabled rural areas to access services and

products, which are otherwise not available to them.

18
 CHAPTER 2:
COMPANY PROFILE

19
TOP 4 E-COMMERCE SITES IN INDIA IN 2023-24

AMAZON

Amazon.com is an ecommerce platform that sells many product lines,

including media (books, movies, music, and software), apparel, baby

products, consumer electronics, beauty products, gourmet food,

groceries, health and personal care products, industrial & scientific

supplies, kitchen items, jewelry, watches, lawn and garden items,

musical instruments, sporting goods, tools, automotive items, toys and

games, and farm supplies and consulting services. Amazon websites are

country-specific (for example, amazon.com for the U.S. and amazon.fr

for France), though some offer international shipping. Amazon has

earned a reputation as a disruptor of well- established industries

through technological innovation and "aggressive" reinvestment of

profits into capital expenditures. As of 2023, it is the world's largest

online retailer and marketplace, smart speaker provider, cloud

computing service through AWS, live-streaming service through

Twitch, and Internet company as measured by revenue and market

share. In 2021, it surpassed Walmart as the world's largest retailer

outside of China, driven in large part by its paid subscription plant the

second- largest private employer in the United States.

20
 FLIPKART

Flipkart is an Indian based E-commerce web portal founded by Sachin

Bansal and Binny Bansal in 2007. Now Flipkart is a part of Walmart.

Walmart acquired Flipkart in 2018. Flipkart sells everything from gift

vouchers to electronics to home appliances. In fact, statistics claim that

there are more items on flipkart than in a mall. Hence, Indians are

heavily reliant on flipkart for all their shopping needs. Flipkart Private

Limited is an Indian e-commerce company, headquartered in

Bengaluru, and incorporated in Singapore as a private limited company.

The company initially focused on online book sales before

expanding into other product categories such as consumer electronics,

fashion, home essentials, groceries, and lifestyle products.

The service competes primarily with Amazon India and domestic rival

Snapdeal. As of March 2017, Flipkart held a 39.5% market share in the

Indian e-commerce industry. Flipkart has a dominant position in the

apparel segment, bolstered by its acquisition of Myntra, and was

described as being "neck and neck" with Amazon in the sale of

electronics and mobile phones.

21
 SNAPDEAL

Snapdeal is an India based E-commerce web portal founded by Rohit

Bansal and Kunal Bahl in 2010. Snapdeal is a completely Indian website

and is often preferred bythe masses for its cheap rates. It sells products at

really low prices and hence, is a favourite of the masses. It is a good idea

to buy from Snapdeal if you are looking for absolutely cheap prices.

snapdeal is an e-commerce startup headquartered in New Delhi that

connects buyers to sellers of millions of products from national,

international and regional brands. It has grown to become one of the

largest online marketplaces in India. Snapdeal is host to 200 million

listings and offers products across 600 categories. Snapdeal had partnered

with several global marquee investors such as Softbank, Alibaba,

Foxconn, Ontario Teachers' Pension Plan, BlackRock, Temasek, eBay

Inc., Premji Invest among others.

22
 MYNTRA

Myntra is an India based E-commerce web portal founded by Mukesh

bansal and Vineet Saxena in 2007. Myntra also has a large number of

accessories and clothes on its online portal. It has a large number of

categories as well and one can buy from a category of their choices.

From westem to ethnic to traditional, all kinds of clothes are sold on

Myntra. Myntra App, India‟ s no. 1 online fashiondestination justifies

its fashion relevance by bringing something new and chic to the table

on the daily. Fashion trends seem to change at lightning speed, yet the

Myntra shopping app has managed to keep up without any

hiccups.Myntra has vowed to serve customers to the best of its ability

by introducing its first-ever loyalty program, The Myntra Insider. Gain

access to priority delivery, early sales, lucrative deals and other special

perks on all your shopping with the Myntra app. Download the Myntra

app on your Android or IOS device today and experience shopping like

never before.

23
 CHAPTER 3:
REVIEW OF LITERATURE

24
REVIEW OF LITERATURE:

Online shopping has been a buzz nowadays especially among the

youngsters. Many studies have been undertaken on the subject. Various

aspects of online shopping like website security, trust, reliability, risk,

attitudes, intentions andbehavior of online shoppers are studied.

Vidyashree. D.V, Alay.P, and Shobha. H.N (2018) examined that

consumer‟ s perception on online shopping varies from person to

another and the perception is limited to a certain extent with the

availability of the proper connectivity and the exposure to the online

shopping has to be improved to make the customer satisfied. The

perception of the consumer also has similarities and difference based

on their personal characteristics usage based on their needs and

demand. In the day to come online shopping has tremendous potential

and more and more business are going to add online platform to offer

extended retailer‟ s shelves in the customers. However they have to

build up the trust by offering value service to the customers to sustain

in the long run.

K.S. Silpa, P.U. Rajasree and Dr.P. Balasubramanian (2016) This

project was an attempt to study people perception towards online

shopping. As result of survey the majority of people favor to do online

shopping, even if they felt some difficulties. Majority of the people

agree that in near future onlineshopping will be more on demand than

offline shopping. Therefore, online marketing have a wider scope in

the coming years. More people prefer cash on

25
delivery than net banking. Greater part of respondents encourages

other people to enter into e-shopping. Most of people do not shop

online due to fear of quality of goods, afraid to give out their credit

card details and also they find conventional methods more enjoyable.

The fact that large number of people is getting attracted towards online

shopping creates a basis for tremendous prospects for marketers of

today and tomorrow.

Thakur Sonal and Aurora Rajinder (2015) found that Internet is one

of the ways which is changing the consumers shopping and buying

behaviour. Mostlyconsumers are using the internet to buy the product

and to compare prices and features of product therefore; ecommerce

companies should understand the internet users‟ perception towards

the online shopping. The prospect of online marketing is increasing in

India with the increasing internet literacy.

D.R.M.Rajesh and G.Purushothaman (2013) studied E-shopping has

become growing more popular, the main reason is convenience (and

often lower prices). Usually in the holiday season, online shopping saves

an individual the hassle of searching several stores and then waiting in

long queues to buy a certain item. Internet is changing the way

consumers shop and buy goods and services, and has quickly evolved

into a global phenomenon. costs, thereby minimizing the price of their

products and services in order to face competition.

26
 CHAPTER 4;
OBJECTIVES OF STUDY

27
OBJECTIVES

• To study the online shopping behavior of customers.

• To identify the factors affecting the perception of online shoppers.
• To study the customers level of satisfaction with regard to
onlineshopping.

• To find out the various issues, if any, faced by the consumer

in onlineshopping.

• To know the type of products purchased by consumers

through onlineshopping.

• To identify the most contributing factor affecting overall

satisfaction ofonline shoppers.

• To identify the factors influencing consumers to buy online.

28
 CHAPTER 5:
SCOPE OF STUDY

29
SCOPE:

• E-commerce should expect a 270% increase rate, from $1.5

trillion in 2015 to $4 trillion in 2021. It presents a prospect of a

steady upward trend with no symptoms of decay. The global E-

commerce business have been regularly picking up the global

retail industry.

• Savings done in physically marketing of products can be passed

on to customers.

• FDI will help in improving supply chain.

• Huge population increase in literacy level will help companies to

increase in there share.

• Making websites in local languages will boost up site visit and sale.

• Increase in availability of internet at doorsteps and use of

smartphones will help in increasing market share and tap huge

market. That‟ s why the E-commerce industry is growing day by

day.

30
 CHAPTER 6:
RESEARCH METHODOLOGY

31
RESEARCH METHODOLOGY

It is defined as a highly intellectual human activity used in the

investigation of nature and matter and deals specifically with the

manner in which data is collected, analyzed and interpreted. A system

of models, procedures and techniques used to find the result of a

research problem .

STATEMENT OF THE PROBLEM

Online shopping has gained a more importance in today‟ s marketing

conditions. But same time increased the number of scamps, fraudulent

practices and cheating of consumers. Such cheating activities had

created fear in the minds of customers and also negative impact in the

attitude of consumers towards online shopping. The problem area of

this survey is consumer‟ s perception towards online shopping will

determine the factors thatinfluence customers to shop online and those

factors will help the companies to formulate their marketing strategies

towards online marketing.

32
TYPE OF RESEARCH

The type of research of this study is Descriptive. A Descriptive study was

undertaken as a part of conclusive research to know the consumer‟ s
perception about online shopping in the city of Nagpur based upon their
responses on statements relating to different aspects of online shopping
along with the demographic details.

➢ HYPOTHESIS:

Hypothesis (H2): A significant number of online consumers do not

complete thepurchase process due to perceive risk and privacy or security
concerns. So the

hypothesis is-

Null hypothesis (Ho): perceive risk and privacy or security concerns

have noimpact on online shopping.

Alternative hypothesis (HA): perceive risk and privacy or security

concernshave a significant impact on online shopping.

Where the variable under this hypothesis are: online payment security,

personal information privacy, lack of general trust, unclear product

warranties & return policies,lack of computer skills and slow web-

connection.

33
 CHAPTER 7:

DATA ANALYSIS AND INTERPRETATION

34
DATA ANALYSIS / PRESENT WORK:

The study was conducted to know the consumer perception towards

online shopping. The research is primarily descriptive in nature. The

data was collected in the form of questionnaires. The study was made

by collecting the data from the source of filling questionnaire by 50

samples taken out of the entire population.

The questionnaire was pretested in order to identify possible problems

in termsof clarity and accuracy. Thus, several changes were made in

order to improve the presentation of the items, based on comments and

feedback. Apart from demographic-related questions, five-point Likert

scale was used for all the questions concerning consumers‟

expectations and perceptions about the online shopping.

The analysis of the data is as follows –

1. SOCIO-ECONOMIC PROFILE OF THE

RESPONDENTS

a. Gender

b. Age

c. Education

d. Occupation

35
 ONLINE ACTIVITIES BY GENDER

GENDER RESPONDENT PERCENTAGE

Male 60 60%

Female 40 40%

RESPONDENTS ON THE BASIS OF GENDER

Interpretation:

Figure 1(a) show percentage wise analysis of the data in respect of the

gender inwhich 40% of therespondents were female who prefer online

shopping and 60%of respondent were male.

36
ONLINE ACTIVITIES BY AGE

AGE RESPONDENT PARTICULAR

Under-20 6 6%

21-30 Years 86 86%

31-40 Years 6 6%
41-50 Years 3 3%

Above 50 3 3%

37
RESPONDENTS ON THE BASIS OF AGE

Figure 1(b)

Interpretation:
Figure 1(b) shows percentage wise analysis of the respondents‟ s age

in which 86% of the respondents were between the age group of 21-30

which defines that the youth is more active on using e-commerce

websites for online shopping. Whereas the other age groups are

adopting the new way of technology and its usage and online

shopping is one of them which is they are

using with good experience.

38
 LEVEL OF EDUCATION

EDUCATION RESPONDENT PERCENTAGE

Undergraduate 1 1
4 4
%
Graduate 4 4
4 4
%
Postgraduate 4 4
0 0
%
ITI 1 1
0 0
%

RESPONDENTS ON THE BASIS OF EDUCATION

Figure 1 (c)
Interpretation:

Figure 1(c) shows the percentage wise analysis of the data in which 44%

of the respondents are graduated who buy products online. 40% of the

respondents are post graduated whereas other respondents are

39
undergraduate. So most of the graduate and undergraduate people are

going for online shopping.

40
ON THE BASIS OF OCCUPATION

OCCUPATION RESPONDENT PERCENTAGE

Business 6 6
%
Employ 2 26
ed 6 %
Student 6 66
6 %
Housewi 6 6
fe %

RESPONDENT ON THE BASIS OF OCCUPATION

Figure 1(d)

Interpretation:

Figure 1(d) shows the percentage wise analysis of the data in which
66% of the respondents are the students who buy products online
whereas 26% of the respondents are employed using E-commerce sites
and 6% are housewife and other 2% of the respondents are self-
employed. This defines that again as the age group data here also
majority of the youth i.e. students and employed people online shopping
and housewife are also adopting online shopping sites for saving their
time and do housewife work easily and on time.

41
 SITES FOR ONLINE SHOPPING
SITES RESPONDENT PERCENTAGE

Amazon 52 5
2
%
Myntra 16 1
6
%
Flipkart 32 3
2
%

RESPONDENT BEHAVIOUR TOWARDS ONLINE

SHOPPING

42
E-Commerce sites uses for online shopping

Figure 2(a)

Interpretation:

Figure 2(a) shows the percentage wise analysis of the percent wise

analysis of thedata in which 52% of the respondents like to visit amazon

site, 32% of the respondents preferred to visit flipkart and 16% of the

respondents preferred myntra for online shopping. People are likely using

flipkart and mytra.

43
TIMES OF SHOPPING RESPONDENT PERCENTAGE

Once in a week - -
Once in a month 18 18%
Once in 2-3 month 36 36%
Once in a half year 20 20%
Once in a year 16 16%
As per requirement - -
Once in 5 year - -
Depends upon needs it can anytime if - -
needs get created

How frequently respondents shop through e-commerce sites

Figure 2(b)

44
Interpretation:
Figure 2(b) shows the percentage wise analysis of that data of those
respondents who more active on online purchasing in which 36% of the
respodents shop online once in 2-3 months. 20% of respodents shop
online once in a half year. 18% and 16% respondents shop online once in
a month, once in a year respectively. Other respondents shop online as
per their requirement and needs. This defines that the the people are
more active on online shopping for getting the new product available
them on time.

45
 ONLINE RESPONDENTS PERCENTAGE

Esay payment 1 10%

0
No travel to shop 3 32%
2
Wide range of product 3 36%
6
Quality of product 1 18%
8
Discount - -

Offers - -

Factors that motivated respondents to buy product online

46
 i

Figure 2(c)

Interpretati

on:

Figure 2(c) Shows the percentage wise analysis of the data that the 36%
of the respondents like their e-commerce site because of the wide range
of the products available to them and 32% of the respondents buy
products online for not travelling to shop to buy the product. 18%
respondents like to buy online products for quality of products. Easy
payment for buying the product was preferred by the 10% of the
respondents. Other respondents use online shopping for discount and
offers.

47
 PAYMENT RESPONDENT PERCENTAGE

Debit/Credit card 12 12%

Bank transfer - -

UPI 32 32%

Cash on delivery 56 56%

Respondents make their payment of online shopping through

Figure 2(d)

Interpretation:

Figure 2(d) shows the percentage wise analysis of the data in which
56% of the respondents preferably use cash on delivery for purchasing
online. 32% of the respondents make their payment through UPI
following 12% of the respodents use debit/credit card for the online
shopping. This defines that most of the people use cash on delivery
while very few people use bank transfer payment method for online
shopping.

48
 Products that purchase through online shopping

Figure 2(b)

Interpretation:

Figure 2(b) shows analysis of the data by using five point like scale

by usingrank 1 to 5 in which most of the respondents purchase Clothes,

footwear, jewellery through online shopping as they gave rank1 to this.

Electronic items are also purchase through online shoping.

49
Factors that influenced respondents when they doing
online shopping

Figure 2 (f)

Interpretation:

Figure 2(f) shows analysis of the data by using five point likert scale by

using rank 1 to 5 in which the factor quality of products and online payment

safety influenced respondents when they doing online shopping.

50
 Respondents level of agreement towards online shopping

Figure 2(g)

Interpretation :

Figure 2(g) shows analysis of the data by using five point likert scale in

which the respondents are agree that online shopping is as secure as

traditional shopping. The respondents are strongly agree that online

shopping saves time. The respondents gave neutral response as online

shopping is risky. The respondents are agree that selection of goods

available on internet is very broad. Most of the respondents are strongly

agree that they prefer cash on delivery than onlinepayment. Respondents

prefer online shopping to traditional shopping.

51
Online site respondents visited for shopping

Figure 2(h)

Interpretation :

Figure 2(h) shows analysis of the data by using five point likert scale by

using rank 1 to 5 in which most of the respondents use Amazon for the

online shopping. Flipkart and Myntra are also preferred for online

shopping. Ajio and other online sites are likely preferred by respondents.

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Factors that influenced respondents to choose online
shoppingover tradiotional shopping

Figure 2(i)

Interpretation :

Figure 2(i) shows analysis of the data by using five point likert scale by

using rank 1 to 5 in which respondents choose online shopping over

traditional shopping. As the online shopping gives good service to the

customers. Due to lower prices and free shipping respondents choose

online shopping.

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 EXPERIENCE RESPONDENT PERCENTAGE

Excellent 2 26
6 %
Good 6 68
8 %
Fair - -

Poor - -

Respondents experience towards online shopping

Figure 2(j)

Interpretation :
Figure 2(j) shows that the respondents experience towards online
shopping in which 68% of the respondents agreed that their experience
is good and 28% of the respondents have excellent experience towards
online shopping and 4% of the respondents have fair experience towards
online shopping. Whereas, no respondents have bad experience while
shopping online. This shows that the respondents are satisfied with e-
commerece websites with more good and excellent experience.

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SATISFACTION RESPONDENT PERCENTAGE

Yes 80 80%

No - -

Maybe 16 16%

Respondents satisfaction towards online shopping

Figure 2(k)

Interpretation :
Figure 2(k) shows the respondents satisfaction towards online
shopping in which 80% of the respondents are satisfied with the
online shopping. 16% of the people are likely satisfied with online
shopping. Whereas 4% of the respondents are not satisfied with the
online shopping. This defines that most of the people are satisfied
with the online shopping.

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CHAPTER 8:
FINDINGS

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FINDINGS:

Problem in replacing or returning the product can be a mental

hurdle forthe online shopper to shop next time as it also takes
times.

Majority commodity that people buy online is branded clothes,

they thinkthat information about fabric, size and shape is correct
and reliable.

While others buy many other things and also time is not specified for that.

We can also observe from data that most of the people are ready
to spendfrom 1000 to 5000 monthly while shopping online.

Amazon is the most popular online shopping destination,

followed byFlipkart and Myntra.

People like to buy packed things online. For e.g. Groceries,

durable things(e.g. home décor etc), clothes etc.

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 CHAPTER 9:
CONCLUSION

58
CONCLUSION:

In the era of a fast-growing world, everyone wants to fulfill their needs

as per their demands. These demands take place in online shopping as
well, everyone is busy with their day-to- day life they don‟ t have
enough time for shopping as well. So they all depend on online shopping
to fulfill their own needs. Online shopping is becoming more popular
dayby day with the increase in the usage of the World Wide Web.

Online shopping makes life easy and comfortable for every age, class &
busy peoples. Understanding customers‟ needs for online selling has
become a challenge for the marketer.

Online shopping to the customer is the help in finding a wide range of

products without going to shop and get home delivery of the products.
Now talking about this pandemic situation online shopping helps the
customer to get their product at their doorstep without going outside a
shop for shopping.

Online shopping is worked on AI i.e. artificial intelligence because this

customer easily finds their product which they looking for, this use of
technology has open the doors to opportunities that enable for more
convenient lifestyle today. However, these online shopping concepts
lead to possibilities of fraud and privacy conspiracy. Because of this
personal data can easily be manipulated, but today with the latest
technology and some cyber securities these hacking things can easily be
avoided. Through these cyber securities and privacypolicies, website
designers & application developers put their best effort to make this
thing happen. Doing so to build customer trust and continues shopping
online.

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 CHAPTER 10:
SUGGESTION AND RECOMMENDATION

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SUGGESTION AND RECOMMENDATION:

India is a large segment of population so delivery through online

shoppingcan be available at any place in India.

Number of users of internet has increased in India but awareness

regarding online shopping is still less in terms of total huge
population

Customers in India are still very preserved when it comes to

payment in advance with various modes provided before
receiving of product; they feel some insecurity in paying well in
advance through online mode.

Customers still feel that they will not get exact product which
they have paid or ask for Delivery.

Many companies charge delivery charges on purchase of certain

amount, which should be reduced specially for metros.

Most of the Indian customers want a personal feel of the product

before purchase, which a huge challenge for companies.

Wide expansion of internet services facilities in rural area can

bring the more customers for the online shopping sites.

Transaction security and consumers data safety are principal

concerns of online customers purchasing products or services
online.

Therefore online vendors can assure their consumers by providing them

guarantee, delivery on time, special offers, by improving their
technological system.

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 CHAPTER 11:
BIBLIOGRAPHY

62
BIBLIOGRAPHY:

Changchit, C., Douthit, S. J., & Hoffmeyer, B. (2005). Online

shopping;Company business management. Journalof

Academy of Business and Economics.

Deepak Chawla and Neena Sondhi, 2011: “Research

Methodology:Concepts And Cases”,Vikas Publication.

Bellman, S., Lohse, G. and Johnson, E. (1999)

„Predictors of onlinebuying behaviour,‟ Communications

of the ACM.

Websites:-

• www.ijcea.com
• www.amazon.com .
• www.flipkart.com .
• www.myntra.com .
• www.ajio.com .

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CHAPTER 12:Annexure

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