CONTENTS

CHAPTER CONTENTS PAGE

1 INTRODUCTION 1-15

2 REVIEW OF LITERATURE 17-25

3 PROFILE OF THE 26-43

COMPANY

4 DATA ANALYSIS AND

44-62
INTERPRETATION

5 FINDINGS SUGGESTIONS AND

63-71
CONCLUSION

I
 LIST OF TABLES PAGE
NO

4.1 GENDER OF RESPONDENTS 45

4.2 AGE OF RESPONDENTS 46

4.3 OCCUPATION OF RESPONDENTS 47

EDUCATIONAL QUALIFICATION OF
4.4 48
RESPONDENTS

4.5 INCOME WISE RESPONDENTS 49

4.6 ONLINE SHOPPING USAGE 50

4.7 MODE OF AWARENESS ABOUT [Link] 51

4.8 FREQUENCY OF USING [Link] 52

CATEGORY MOSTLY PREFER TO BUY FROM

4.9 53
[Link]

CUSTOMERS EXEPECTING FEATURES OF

4.1 54
[Link]

4.11 RATING OF [Link] SERVICES 55

ISSUES FACED BY CUSTOMER WHILR SHOPPING IN

4.12 56
[Link]

4.13 RECOMMENDING THIS WEB SITE TO OTHERS 57

4.14 RATING THE EXPERIENCE FROM AMAZON. 58

4.15 SATISFACTION ON SERVICES OF [Link] 59

II
CHAPTER
LIST OF CHARTS PAGE NO

4.1 GENDER OF RESPNDENTS 45

4.2 AGE OF RESPONDENTS 46

4.3 OCCUPATION OF RESPONDENTS 47

EDUCATIONAL QUALIFICATION OF
4.4 48
RESPONDENTS

4.5 INCOME WISE RESPONDENTS 49

4.6 ONLINE SHOPPING USAGE 50

4.7 MODE OF AWARENESS ABOUT [Link] 51

4.8 FREQUENCY OF USING [Link] 52

CATEGORY MOSTLY PREFER TO BUY FROM

4.9 53
[Link]
CUSTOMERS EXEPECTING FEATURES OF
4.1 54
[Link]

4.11 RATING OF [Link] SERVICES 55

ISSUES FACED BY CUSTOMER WHILR SHOPPING IN

4.12 56
[Link]

4.13 RECOMMENDING THIS WEB SITE TO OTHERS 57

4.14 RATING THE EXPERIENCE FROM AMAZON 58

4.15 SATISFACTION ON SERVICES OF [Link] 59

III
 CHAPTER 1
INTRODUCTION

1
INTRODUCTION :

Customer satisfaction is defined as a measurement that determines how happy customers are
with a company’s products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or changes
its products and [Link] organization’s main focus must be to satisfy its customers. This
applies to industrial firms, retail and wholesale businesses, government bodies, service
companies, nonprofit organizations, and every subgroup within an organization.

Customer satisfaction can be the difference between your business failing or thriving.
If you want your business to succeed, especially in these uncertain times, you have to
maintain high satisfaction levels throughout the customer journey. This guide gives you
everything you need to start putting your customers first. It does not matter if you are a
Fortune 500 company or a mom-and-pop shop up the road. Consumers will compare your
business’ support and customer experience to the biggest and best competitors. To keep your
buyers happy and compete with mass retailers, you have to deliver like Amazon with all the
charm of Etsy.

Amazon prioritizes the needs and preferences of its customers above all else. The company
is dedicated to meeting customer expectations and consistently seeks ways to improve their
experience. By adopting a similar customer-first approach, eCommerce businesses can create
a strong foundation for [Link] survey also ranked Amazon first in measures such as
customer loyalty, service quality, meeting customer expectations, and how likely a customer
is to recommend Amazon to others.

Customer satisfaction is important because it illustrates whether your customer base likes
what you're doing. Research shows that high satisfaction leads to greater customer retention ,
higher lifetime value, and a stronger brand reputation. Low customer satisfaction scores are
important, too. At Amazon, customer trust is everything. They understand that trust is earned
over time but can be lost quickly. They work vigorously to earn and keep customer trust,
obsessing over their customers in everything they do. This means that they prioritize
transparency, honesty, and integrity in their business practices. The report also showed that
the number of Amazon customers who said they were “extremely satisfied” or “very
satisfied” with the retailer dropped to this year.
2
Customer satisfaction is a term frequently used in marketing to evaluate customer experience.
It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of customers,
or percentage of total customers, whose reported experience with a firm, its products, or its
services (ratings) exceeds specified satisfaction goals."Enhancing customer satisfaction and
fostering customer loyalty are pivotal for businesses, given the significant importance of
improving the balance between customer attitudes before and after the consumption process.

Customer satisfaction is the degree to which products or services provided by a company

meet a customer’s expectations. In other words, customer satisfaction is how satisfied a
customer is after doing business with a company. Customer satisfaction not only measures
how happy a customer is with their transactions with the business, but also their overall
experience with the company.

WHAT DOES IT TAKE TO SATISFY THE CUSTOMER?

Organizations should not assume they know what the customer wants. Instead, it is important
to understand the voice of the customer, using tools such as customer surveys , focus groups,
and polling. Using these tools, organizations can gain detailed insights as to what their
customers want and better tailor their services or products to meet or exceed customer
expectations. Customer satisfaction is a measure of how well a company’s products and
services meet customers’ expectations. It reflects your business’ health by showing how well
your products are resonating with buyers.

3
How to measure customer satisfaction:

Customer satisfaction can seem like a vague concept, but there are concrete ways to measure
it. You can source a customer satisfaction score by conducting for example. These are
typically short, one- to two-question surveys offered at the end of a business transaction. A
classic question is “How satisfied are you with the product?” with answers ranging from
“very satisfied” to “very unsatisfied.”

Why is customer satisfaction important?

Customer satisfaction is important because it means your customer base likes what you are
doing. Research shows that customer satisfaction leads to greater customer retention,, higher
lifetime value and a stronger brand reputation.

5 reasons customer satisfaction is important

 Customer loyalty
 Customer satisfaction measurement
 Repeat purchases
 Customer lifetime value
 New customer acquisition

 Customer loyalty:

Amazon has two types of loyalty programs — Amazon Prime and Shop with Points. This is
a collaboration with other point providers, where they can use those points to make
purchases on Amazon. Amazon offers points directly through a Visa card, but most are
done through an external point system. Loyalty programs are offered by retailers and other
corporations as a way to attract and retain customers. Loyalty programs offer rewards,
discounts, or other special incentives and are designed as a reward for a customer's repeat
business.
They are intimately linked, but there is a difference between the two concepts. Customer
satisfaction measures how happy a customer was with a support interaction or a
purchase. Customer loyalty, on the other hand, is an ongoing state. Loyal customers give a
company their repeat business over time.
4
 Generally, customer loyalty is a behavior while customer satisfaction is an attitude.
Therefore, there are certain differences between the factors which influence customer
satisfaction and customer loyalty Customer loyalty is an ongoing positive relationship
between a customer and a business. It's what drives repeat purchases and prompts existing
customers to choose your company over a competitor offering similar benefits. One way to
look at loyalty is in the context of brand.

 Customer satisfaction measurement:

Keeping your existing customers happy should always be a priority. Customer satisfaction is
important because it hugely increases the chances of a customer returning to do more business.
Customer loyalty won't come easy if you're not focused on pleasing your base.
Net Promoter Score is a way of monitoring how likely consumers are to recommend your
offering to a friend or co-worker. It's a way of measuring customer satisfaction and loyalty
as well as overall satisfaction – rather than how a customer feels about your offering solely
in the moment.

 Repeat purchases:

Repeat purchase is the act of making multiple purchases from the same brand. It is
generally seen as an indication of customer satisfaction and growing customer loyalty, as
they have chosen to return to a business and buy their product again.
The repeat purchase rate may also be called a "reorder rate," a "repeat-customer rate," or a
"customer-retention rate." The goal is to gain increasingly higher rates.

 Customer lifetime value:

Customer lifetime value is the total revenue you as an ecommerce business earn form a
customer over time. It takes into account all their orders ever. It is a good metric to size up
customer satisfaction, loyalty and the viability of a brand. What is customer lifetime value with
an example? Customer lifetime value represents the total revenue a customer will generate for a
business throughout the relationship. For example, let's say a typical restaurant customer visits
once per month and spends $17 per visit over an average lifetime of 10 years.

5
  New customer acquisition

Customer acquisition is how a company turns a potential customer into a new customer.
Some examples of customer acquisition include email marketing, using a CRM (customer
relationship management) platform, or providing great customer service and earning a
reputation for doing that well. A customer acquisition strategy is the high-level plan a
business uses to get more customers. It involves all of the teams mentioned above: sales,
marketing, creative, and more. It also includes the activities and channels that those teams
use to get their message across and connect with potential customers. Customer acquisition
is the process of bringing new customers or clients to your business. It encompasses the
entire buyer's journey from when they become a lead to when they convert to a paying
customer.

Customer Satisfaction Process Improvement

 Research customer satisfaction

1.) It drives customer loyalty

Satisfied customers tend to share their positive experiences with friends and family. But
the opposite is also true: An unhappy customer tells more people about their negative

6
experiences than a happy customer does.
Social media makes social proof more powerful than ever before, with 79 percent of
people in the United States using social media to connect and share their experiences.
Today, a customer can easily share feedback on a bad experience with millions of people
with a single click (so make sure that review is going to be a positive one).
You are more likely to gain positive referrals if you use customer feedback to prioritise
top-of-the-line service.
For example, our report found that 89 percent of people think quick responses are
important when deciding which company to buy from. If you want to improve your
company’s response time to support that data, you might incorporate AI technology, like
our AI-powered Answer Bot, to send prompt responses.

2.) It encourages repeat purchases:

A repeat purchase is the purchase by a consumer of a same-brand product as bought on a

previous occasion. A repeat purchase is an indicator of a degree of customer loyalty to a
brand. It is also an opportunity for marketers to establish long-term customer relationships.

The repeat purchase rate may also be called a "reorder rate," a "repeat-customer rate," or a
"customer-retention rate." The goal is to gain increasingly higher rates. A repeat customer,
or repeat buyer, is a customer who makes at least two purchases with the same company.
Over time, as they continue to repeat business with you, these individuals can become your
most loyal customers, with higher customer lifetime value and levels of customer
satisfaction.

A repeat customer, or repeat buyer, is a customer who makes at least two purchases with the
same company. Over time, as they continue to repeat business with you, these individuals can
become your most loyal customers, with higher customer lifetime value and levels of
customer satisfaction.

3.) It increases customer lifetime value

For most businesses, your Customer Lifetime Value should be at least three times greater
than your Customer Acquisition Cost (CAC). This way, you know that the amount of money
you spend on growing your customer base but it's also a great way to get to know your most
valuable customers and their demographics.
7
Another way to increase customer lifetime value is by using strategies like upselling and
cross-selling. The goal here is to offer better solutions for your customers while increasing
their average order value or even purchase frequency.

 Expectancy disconfirmation theory:

According to this EDT model, satisfying the customers is not limited only to their expectation
of products or services. Rather than these factors, satisfying the customers from perceived
information is the first step that can attract the customer's trust over offered products and
services by business.

 Over all customer satisfaction

Customer satisfaction (CSAT) is a measure of how well a company's products and services
meet customers' expectations. It reflects your business' health by showing how well your
products are resonating with buyers.

 Affective response:

Affective satisfaction can be defined as users' subjective feelings perceived while experiencing
products. Empirical Research Methods for Evaluating Affective Satisfaction of Consumer
Products.
8
  Perceived value:

Perceived value is a customer's own perception of a product or service's merit or desirability to

them, especially in comparison to a competitor's product. Perceived value is measured by the
price the public is willing to pay for a good or service. Perceived value is how a customer sees
the benefits and value of a product. This value could be anything, like money saved, better
health, or higher social standing. Businesses use many ways to show customers that their
product is better than the competition.

 Fulfilling important needs:

Employees are a vital part of doing good customer service, so it is vital to train your staff well
to meet customer needs. Research what your customer needs and wants by doing surveys. That
will help you know exactly how to meet their expectations. Knowing your customers' needs is
essential for delivering excellent customer service. The customer's needs motivate your
purchases and loyalty. Using this information to your advantage can help you tailor your
service and product offerings accordingly. It will also help you create a more appealing brand
offering.

 Fulfilling changing and new needs:

Customer needs can be satisfied more effectively by providing specific qualities such as
convenience, control and options. Marketers can sell emotions to consumers or add emotion to
a functional product to make it more personalised for their customers. Fulfillment is “the
achievement of something desired, promised, or predicted” and satisfaction is “fulfillment of
one's wishes, expectations, or needs, or the pleasure derived from thiscustomer.

 Factors influencing customer satisafaction

1. Accessibility

Have you made it easy for customers to interact with you to ask questions, voice concerns, or
get a problem solved? Or, do customers have to jump through a number of hoops, do an
extensive Google search, and pray to the gods of customer service that they can get a hold of
you.

While it may be unpleasant dealing with an unhappy customer, it's significantly worse dealing
with an unhappy customer who took 2 hours out of their day to track you down.
9
2. Empathy

Mistakes happen, and despite the old adage, the customer isn't always right… but if you'd like
to keep them as a customer, they must always be happy. You can ensure this by hearing them
out when they are upset, showing concern for the situation, and letting them know that you'll do
everything in your power to make it right.

3. Language

Every industry and company has its own "shop terms" and lingo that they use to describe what
they do and how they do it. Unfortunately, this insider language doesn't resonate with
customers.

They want to know that you understand their problem and have a solution for it. In order to
communicate that, you need to figure out what words they use when they talk about it.

4. Response Time

We live in a fast-moving world. Customers expect products to arrive on their doorstep hours
after they order them, and questions to be answered within minutes (if not sooner!) of them
asking.

While many companies can't afford round-the-clock staff, away messages that contain answers
to FAQs and chatbots make it possible to interact with your customers on their time.

5. Convenience

Very few customers will go out of their way to do business with you. If you make it difficult
for them to browse, shop, schedule, or buy, they'll be looking for another company to provide
the solutions they need.

It's important to review your buyer's journey on a regular basis and see if any areas could be
tweaked to increase convenience.

6. Choices

Customers like to have options when it comes to purchasing. They want different colors, styles,
levels of services, and different methods for delivery. These choices help them feel in control
of their own buying experience.

7. Simplicity

While customers like having options, too many options can cause analysis paralysis and cause
10
your potential customer to give up before they finalize a purchase. As you design your products
and your processes, remember that a confused mind never buys.

8. Quality

Your customer service may be top-notch, but if your product is of poor quality, you won't have
a returning buyer. Make sure that you create the best possible product that customers can't live
without.

9. Reasonable Prices

There will always be low range, mid-range, and high range prices. If your products are of
superb quality and your customer service consistently wows, it's okay to charge more.

However, if you charge more than the market will bear, and more than your ideal customer can
afford, you'll price yourself right out of business.

10. Appreciation

Customers want to feel appreciated for doing business with you. You should have some sort of
follow-up procedure in place to say thank you. This can range from a quick email to a thank
you gift (depending on the value of the product or service), but will always let your customer
know that they are important to you.

11. Loyalty Programs

It's wonderful to offer incentives to new customers coming in, but what about the loyal
customers that have stuck with you from the beginning? Consider instituting some sort of
loyalty program where existing customers receive discounts, freebies, or access to special
content or products as a thank you for their continued support.

12. Community

The business relationship doesn't have to stop just because the credit card has been swiped. As
humans, we want to feel like we are a part of something bigger. Creating a community, whether
virtual or in-person, around your product, will help keep your customers engaged with your
brand.

11
  DEFINITION :

Several definitions have been offered for customer satisfaction over the past three decades
Anderson et al(1994) suggested two definitions of customer satisfaction, in accordance with
the two broad classes of customer experiences and cumulative experiences (Mittal et al, (1999)
cited in Zeithaml et al, 2009) .with a transaction – specific experience, customer satisfaction is
defined

 OBJECTIVES OF THE STUDY :

 To study the level of Customer Satisfaction towards AMAZON.

 To Study the Customer Preference Towards Online Shopping
 To study the Consumer buying behavior towards online shopping.
 To know the customer satisfaction on Amazon online shopping.
 To study level of the Amazon customer based on the respondent responses.

 To know the specific reasons for which customers purchase online shopping.

 SCOPE OF THE STUDY:

12
 The aim of the study is to know about the customer satisfaction This study is to know how
much the customer satisfied with the product offered by amazon Customer satisfaction
towards offers, discount, replacement, interest, and trust will be the main study of this
project.

 The study also covered the quality of service and how they impact on customer
complacency and for instance it come across with what factor that areaccommodate and
enhance the satisfaction feeling of customer at amazon.
 This research work covered Amazon and also deals with the customers who are the regular
users of Amazon.
 The study also covered the quality of the services and how they impact on the customer
complacency and for instant it come across with what factor that are accommodate and enhance
the satisfaction feeling of the customer on Amazon.
 To find out the price range that people prefer most

 IMPORTANCE OF THE STUDY:

To know the customer satisfaction and the services done by the amazon to capture the
customer and to determine the offer and discount issued by the amazon to attrack the
customer and to know the preference level of the customer towards amazon. When the
research will be completed it will give an insight into practical solution. It will also indicate,
how to conquered and overcome the problem dealing with thecustomer

 LIMITATIONS OF THE STUDY :

• This study conducted relating to the Amazon online shopping application, so the result which
is gather is only applicable for the Amazon customers.
• The responses from the sample may be biased or may contain cooked up from the
respondents.
• The data collected for the study has been limited 102 respondents only.
• Questionnaires method is used only for the data collection and the limitation of the
questionnaire method is applicable to the study.

13
  DATA COLLECTION:

online customers. In order to conduct the study digital survey was The data required for
understanding will be collected from various conducted through facebook and e-mail. And
those responses are collected in a spreadsheet and further analysis was done. The data
collection method in this particular research comprises of two forms: namely primary and
secondary data. One needs to be careful while using secondary data as maybe the collected
data may be biased as the collector of that original data might have highlighted only a partial
picture or another aspect may be that data may be quite old and also the data quality could be
unknown.

 PRIMARY DATA:

"Data collected specifically for the research project undertaken" is the definition of primary
research as provided by Saunders et al (2003: pp. 486). Primary data is generally originated
by any researcher to address any specific problem or issue at hand,where the only drawback
is that it can be expensive and time- consuming. The various ways of gathering primary data
is through surveys, focus group and observations.

 SECONDARY DATA:

Prerequisite to the collection of primary data is a careful scrutiny of texisting secondary data
(Malhotra, 2005). The Data that is collected from existing journals, reportsand statistics from
private and public institutions are called Secondary data. For this specificstudy the collection
of secondary data was done primarily from marketing journals alreadyavailable on this topic.
Secondary data helps the author to comprehend the perception of Indian consumers on online
shopping. Thus the study carried out has analyzed the primary data with the rationale and
validation of the present secondary data.

 SAMPLE TECHNIQUE:

Choosing a study sample is an important step in any research project since it is rarely
efficient, practical, or ethical to study whole populations. In this study the sampling strategy
used is convenient sampling. The sample size is 100. A small part of something intended as
14
representative of the whole, or a subset of a population. In this research simple random
sampling is being used.

 RESEARCH METHODOLOGY:
Research methodology details the various layers of methods and techniques, which helps in
accomplishing the key objectives of a research. Research methodology is detailed by research
onion conceptualized by Saunders al., (2009) which involves layers such as research
philosophy, approach. Strategy, choices, time horizons, technologies and procedures. The
chapter research methodology is highly significant because it details the means throughwhich
samples will be collected and analyzed in order to achieve results that fulfils the research
objectives. For conducting an appropriately structures and successful research, it is crucial
that the researcher decide on the best methodology for the research. This chapter details the
research methodology followed for this research starting from research philosophy and
ending with detailed time horizon of the research.

 TOOLS USED FOR DATA ANALYSIS:

Analysis techniques are used of obtain findings and arrange information in a logical
sequencfrom the raw data collect or after the tabulation of data the tools provide a scientific
and mathematical solution to a complex problem.

 Percentage analysis

15
CHAPTER SCHEME:

CHAPTER -1
INTRODUCTION
Introduction this chapter covers the fastest customer service and brief overview of
online shopping research objectives and significance of study are also covered. This chapter
is concerned research methodology used for selection of online shopping data provides scope
for the study.

CHAPTER-2
REVIEW OF LITERATURE:
This chapter covers studies related to customer satisfaction among online shopping
services and review of customer satisfaction

CHAPTER-3
PROFILE OF AMAZON ONLINE SHOPPING:
This chapter covers studies various customer satisfaction among online
shopping services of am and includes management information, value added services and
infrastructure development etc.

CHAPTER-4
DATA ANALYSIS AND INTERPERTATION:

A detailed overview of the methodology used for this study is mentioned here in this
chapter. This chapter covers defining the problem of the study coming up with the main and
sub objectives of the study.

CHAPTER-5
FINDINGS SUGGESTION AND CONCLUSION:
The last chapter contains a brief summary of major finding suggestions and conclusion.

16
 CHAPTER 2
REVIEW OF LITERATURE

17
LITERATURE REVIEW:

“The impact of customer satisfaction on online shopping purchasing: A case study analysis in
Thailand”. This research was used conceptual framework and aims to investigate the
relationship of the antecedent factor in Online shopping and they used the statistical tools like
multi regression In this research we are considering some literature review based on some
articles which is related to the title of the study.

1) Taweera Jiradilok and other (2014)

To compared the occurrences of thypothesis, and the study reveals that people mostly value
assurance and empathy as the most influential dimension and also shows that variety website
system quality and tangibility have no influence on purchasing intention in customers
decision even though respondents were quite satisfied with the dimensions.

2) Dr. A.B Santhi (2017)

“A study on the customer satisfaction towards Online Shopping in Tirupati Town”. This
research was been undertaken to know the factors influencing customer satisfaction. The
objective of this study is to understand the demographic factor affecting customer satisfaction
with respect to online shopping in India and also descriptive research used in this research, in
findings they come out with result that the respondents are becoming more internets savvy
every day and also they are ready to purchase the high quality product as well.

3) Vikash and Vinod Kumar (2017)

“A study on customer Perception towards Online Shopping”. In this research they found out
that customer perceived online shopping with positive frame of mind and another fact they
find out that customers pertain to convenience satisfaction .

4) Sharon Rudansky-kloppers (2014)

"Investigating factors influencing customer online buying satisfaction in south Africa" the
primary objective of this study was to investigate factors that influence customer online
buying satisfaction, and the secondary objective is to determine whether technology factors,
such as security, websites case of use, and privacy etc. in thisresearch developed a model
18
which encompasses the factor namely, technology shopping, product and logistic factor. The
result found out that product variety has an influence on referringsomeone to an online
shopping website. The finding in this study givemorevaluable insight for online retailer in
order to design effective market which can convert potential customer into real or to retain
them.

5)Ashish Bhatt (2014)

"Customer attitude towards Online shopping" this research purely adopted on descriptive
research and exploratory and the objective they set is to study the attitude of consumers
toward E-shopping based on consumer behavior, belief preferences and opinions and the
result of this study shows that mode of payment is dependent upon income of the
respondents.

6) Durgesh Agnithotri (2015)

"A study on customer preference and attitude toward major E-floor with special reference to
Kanpur". In this previous research they developed an objective to find out parameter through
which a customer prefer on online shopping website and also to identify the problem faced by
customer in online shopping and for interpretation he used One way Anova to check the
homogeneity of variance between the assumption made and they found out that E-floors are
preferred because of authenticity or variety, after sales service, better delivery service and
reachability and give suggestion that, if they need to make online shopping more convenient,
so they can increase their customer base.

7) [Link] Meera and other (2017)

“Preference of customers towards online shopping application in the market and the objective
of this research study is to study the factors influence the users to buy through shopping
application and they used primary as well as secondary method for collecting data and they
found out that customer are satisfied by the Flipkart shopping application and most of the
respondent prefer online shopping for the wide choice of goods.

19
8) Orbit-biz-dictum (2016)

"A Study of behavior of consumer towards online shopping" the author found out that the
most motivating factor which influenced the online shopping was convenience followed by
time saving and price, and according to the study Flipkart is the most favorite shopping site
of the respondent and the majority of the respondent are willing to spend Rs.1000-3000 on a
single online purchase. The suggestion orbit made in thisresearch is for the customer
awareness that one of the safety aspect of using credits cards online is quit not safe in case of
disputed credit card payment for online transactions.

9) Mohammad Jamal uddin (2015)

Consumer preferences on online purchasing” he developed to measure the attitude of the

Bangladeshi people toward online shopping, he found out from extensive survey that there is
overall positive reaction towards online shopping and this positive reaction mainly arises due
to convenience in terms of less time consuming and hassle free shopping, and also Age,
gender, professional,occupation,family structure and ICT familiarity are found as the critical
factor for preferring Online shopping.

11)Wilson, Zeithaml, Bitner &Gremler’s (2008)

View, the marketing is not like the traditional, the marketing is not like the traditional
marketing anymore. It has turned into relationship marketing now which means customers
also involve the whole business process. Who should take their customers consideration and
know what customers really needs (Wilson et al., 2008). “There has been a shift from
atransaction to a relationship focus in marketing. Customers become partners and the firm
must make long-term commitments to maintaining those relationships with quality, service,
and innovation.(Webster,1992). It means that the relationship marketing plays an important
role of doing business, focusing onkeeping and improving relationships with the current
customers is more important than attractinnewcustomers. It is a strategic direction. The fact is
much cheaper to keep a current consumer than to attract a new one in general. It will be much
more successful to marketers who working on effective strategies for retaining customers
(Wilson et al., 2008).
20
12)Oliva, Oliver & MacMillan (1992),

Primarily proposed the theory of “expectation inconformity”, that is, when the goods’ practical
situation is beyond their expectation the customers will feel satisfied. However,
contemporarily come up with that the products and service quality will also directly affect the
customers’ Satisfaction

13)Lee & Lin (2005)

Identified the main factors influencing the customer perception of the e-service quality online
shopping: website design (degree of users friendliness). Reliability (reliability and security),
responsiveness (responsiveness and helpfulness), trust (trust and mechanisms provided by a
website), and personalization (differentiating services to satisfy specific individual needs).
Firm’s relationships with their customers just like other social relationships that have tended to
evolve over time. Scholars have suggested that marketing exchange relationships between
providers andcustomers often have the potential to evolve from strangers to acquaintances and
to friends even to partners (Johnson &Selnes, 2004)

14) CHEUNG AND LEE (2005)

To proposed a research frame work and suggested the key dimensions for customer
satisfaction with respect to internet shopping which were information quality(accuracy, content,
format and timelines)system quality(navigation, ease of use, response time and security)and
service quality(responsiveness, assurance and empathy).

15) HSUEHEN (2006)

It has also explained about their investigations of the relationship among website quality,
customer value and customer that in defining the sub attributes of each main factor. Web
customer satisfaction can be classified into two distinctive attributes which are web information
quality.

21
16) GUO et al., (2012)

Identified that eight determinants had positive relation with consumer satisfaction viz., website
design, security, information quality, payment method, eservice quality, product quality, and
product variety and delivery service.

17) AJITABH DASH (2012)

Identified the key factors influencing customer’s satisfaction through online shopping. These
factors are privacy, trust, 5 complexity, product variety, risk, time utility and reliability
multiple regressions were used to know impact of these factors online shopping.

18) HAMED GOLROKHSARI (2012)

To found out that time efficiency, convenience of purchasing any time and place, direct access
to information and customer service are the factors which build convenience.

19) NIKHASHEMI et al., (2013)

To found out that customer perceived quality, perceived ease of use, perceived security and
online payment process have significant positive effect on increasing customer satisfaction
towards internet shopping.

20) ASHISH PANT (2014)

To concluded in his research article that a successful web store is not the just a good looking
website with dynamic technical features but it also emphasis on building the relationship with
customers with customers with making money. Firstly understanding the customer’s needs and
wants is very essential for building a relation with the customers keeping companies promises
gives a customer a reason to come back and meeting the expectations gives them a reason to
stay.

21)AISHAMYLEH et al., (2015)

22
The following dimensions of e-services to know its impact on satisfaction level of consumers:
website design, reliability, efficiency, and responsiveness, ease of use, availability and privacy.
The outcomes of the study suggested that all the dimensions except ease of use had an impact
on satisfaction of customers.

22) MURUGANANTHAM (2017)

Examined the satisfaction towards online shopping. Online shopping is the process whereby
consumers directly buy goods, services etc., from a seller interactively in real time without an
intermediary service over the internet. The main objective of the study is to identify the
problem in the online shopping. The customer face major problems on theft of credit card
information and lack of security on online payments. Implementing precautionary step to solve
these problems shall create consumers confidently on online shopping. They can conclude a
study consumers are looking for trust, security and wider choice throughout online shopping.

23) AMINUL ISLAM (2011)

Consumer satisfaction on online shopping in Malaysia justified that, the factors that are
affecting consumers intention and satisfaction to stop online. To stop on internet becomes an
alternative for consumers since it is more comfortable than conventional shopping which
usually attributed with anxious, crowded, traffic jam, limited time, parking space and etc.,

24) Prof. Dr. Vrushali M. Shitole et al., (2022)

To focused on the consumer purchasing habits and how satisfied consumers with Amazon
services. The main objects of the study impact on consumer satisfaction on online shopping.
The sample size was 201 and analyzed used tools were simple percentage analysis, ANOVA,
chi-square and cross tab. In this study founded majority (65.8%) of respondents have been
buying online shopping for more than two years. The authors concluded that Amazon
concentrated on innovation of new brands, expanded their communities and improve the
quality of products. These recommendations are help to attract new customers.

23
25) Dr. Saravanan. S et al., (2021)

Examined to avoid some uncertainty fact the customers face in the shopping through online.
The study focused to marketing strategies and consumer attributes of online shopping. In this
study collected 100 respondents and used more tools in the study and analysed with the help of
mathematical and statistical tools. The study concluded that the consumers looked for good
quality of products, timely service,security and privacy in payment method.

26) Mahadevi R. et al., (2022)

Focused customers' tastes and preferences vary depending on their family history, caste,
religion, and socioeconomic status. Internet shopping hasgained popularity and significance.
Online shopping enables convenient purchases of products and commodities. The study aims
were to determine the difficulties customers experienced when shopping online, the degree to
which customers were satisfied with their purchases, and the factors that led customers to
choose online shopping. The collect sample was 110 online shoppers from different regions of
four districts of Trichy, Kanchipuram, Tanjavur, and Chennai. In this study founded 75% were
very satisfied with the pricing structure, 38% get their information from friends and family, and
the majority have been shopping online for more than two years.

27) [Link]. S et al., (2019)

Focused on consumers play a several roles for the decision of purchasing a greater number of
purchases. The main objectives of the study were consumer perception of Amazon on seasonal
offers and analyse the satisfaction level with relating gender. A sample size was200 and
convenience sampling was used. The tools of the study were percentage and Mann Whitney U
test. The study founded online shoppers in Amazon are high in female category in gender and
in the age of 20-28 years. Concluded of the study that Amazon satisfied the consumer and
providing good services and getting satisfiedin the seasonal offers.

28) Kavitha T. (2017)

Examined the level of consumer satisfaction towards Amazon online shopping. In this study
used a sample size of 100 respondents on the basis of random sampling method. The study

24
suggested that online shopping should improve their promotional and service strategies and
build up positive perception on consumer online shopping.

29) MOHAMMAD JAMAL UDDIN (2015)

“ Consumer satisfaction on online shopping” he developed to measure the attitude of the

Bangladeshi people towards online shopping, he found out from extensive survey that there is
overall positive reaction towards online shopping and this positive reaction mainly arises due to
convenience in terms of less time consuming and hassle free shopping, and also Age, gender,
professional, occupation, family structure and ICT familiarity are found as the critical factor for
online.

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 CHAPTER 3
PROFILE OF THE COMPANY

26
PROFILE OF THE AMAZON:

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 [Link] 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 (laaS and PaaS).

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. 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 Wal-Mart as the most
valuable retailer in the United States by market capitalization. Amazon is the fourth most
valuable public company in the world (behind only Apple, Alphabet, and Microsoft), the
largest Internet company by revenue in the world, and after Walmart, the second largest
employer in the United

The Internet, as a mean for both firms and individuals to conduct business, is nowadays
oneof the most widely used non-store formats. With popular trends and demands the concept
of the Internet as the way forward to increase profit margins, companies new and old
arecreating websites here and there. The significance for retailers to having a web site is that
a web site is informational and transactional in nature, as the web site can be used for
advertising and direct marketing; sales; customer support and public relations. It has been
more than a decade since business-to-consumer E-commerce first evolved. Scholars and
practitioners ofelectronic commerce constantly strive togain an improved insight into
consumer behavior in cyberspace.

27
Internet is changing the way consumers shop and buy goods and services, and has rapidly
evolved into a global phenomenon. Many companies have started using the Internet with the
aim of cutting marketing costs, thereby reducing the price of their products and services in
order to stay ahead in highly competitive markets. Companies also use the Internet to
convey, communicate and disseminate information, to sell the product, to take feedback
andalso to conduct satisfaction surveys with customers. Customers use the Internet not only
to buy the product online, but also to compare prices, product features and after sale service
facilities they willreceive if they purchase the product from a particular store. Many experts
are optimistic about the prospect of online business.

A brand is the idea or image of a specific product or service that consumers connect with, by
identifying the name, logo, slogan, or design of the company who owns the idea or image.
Branding is when that idea or image is marketed so that it is recognizable by more and more
people, and identified with a certain service or product when there are many other companies
offering the same service or product.

Advertising professionals work on branding not only to build brand recognition, but also to
build good reputations and a set of standards to which the company should strive to maintain
or surpass. Branding is an important part of Internet commerce, as branding allowscompanies
to build their reputations as well as expand beyond the original product and service, and add
to the revenue generated by the original brand. Initially, Branding was adopted to Amazon is
an American multinational technology company which focuses on e-commerce, cloud
computing, digital streaming, and artificial intelligence. It is one of the Big Five companies
in the U.S. information technology industry, along with Google, Apple, Microsoft, and
Facebook. The company has been referred to as "one of the most influential economic and
cultural forces in the world", as well as the world's most valuable brand.

Amazon is an American multinational technology company which focuses on e-commerce,

cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five
companies in the U.S. information technology industry, along with Google, Apple,
Microsoft, and Facebook. The company has been referred to as "one of the most influential
economic and cultural forces in the world", as well as the world's most valuable brand.
Amazon is known for its disruption of well-established industries through technological
innovation and mass scale. It is the world's largest online computing platform as measured by
revenue and market capitalization.
28
Amazon is the largest Internet company by revenue in the world. It is the second largest
private employer in the United States and one of the world's most valuable companies. As of
2020, Amazon has the highest global brand valuation. Amazon distributes downloads and
streaming of video, music, and audio books through its Amazon Prime Video, Amazon
Music, Twitch, and Audible subsidiaries. Amazon also has a publishing arm, Amazon
Publishing, film and television studio Amazon Studios, and a cloud computing subsidiary,
Amazon Web Services. It produces consumer electronics including Kindle ereaders, Fire
tablets, Fire TV, and Echo devices.

Amazon india launched it is operations in june 2013. The company soon launch its website
[Link] which is offering customers a wide variety of choice in apparel groceries,
household items, books, movies, television, shows, and almost everything that a person
requires. On the very first day of its operations the company receive more than 10000 orders.
Amazon india is sudsidiary of us- based on e-commerce giant AMAZON INC.

The company wanted to explore other countries for sale increment and the growth of the
company. So, it did not limit its operations to the united state, and soon launched its
operations in other countries. Amazon looked upon china as a lucrative option because of its
huge market welldeveloped infrastructure, and internet connectivity. Online shopping is the
process whereby consumers directly buy goods, services etc. From a seller interactively in
real-time without an intermediary service over the internet.

Online shopping is the process of buying goods and services from merchants who sell on the
Internet. Since the emergence of the World Wide Web, merchants have sought to sell their
products to people who surf the Internet. Shoppers can visit web stores from the comfort of
their homes and shop as they sit in front of the computer. Consumers buy a variety of items
from online stores. In fact, people can purchase just about anything from companies that
provide their products online. Books, clothing, household appliances, toys, hardware,
software, and health insurance are just some of the hundreds of products consumers can buy
from an online store.

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

29
store's products with potential buys like pants, shirts, belts and shoes all slung over one arm.
Online shopping also eliminates the catchy, yet irritating music, as well as the hundreds, if
not thousands, of other like-minded individuals who seem to have decided to shop on the
same day. The central concept of the application is to allow the customer to shop virtually
using the Internet and allow customers to buy the items and articles of their desire from the
store. The information pertaining to the products are stores on the server side (store). The
Server process the customers and the items are shipped to the address submitted by them.
The application was designed into two modules first is for the customers who wish to buy the
articles. Second is for the storekeepers who maintains and updates the information pertaining
to the articles and those of the customers.

The end user of this product is departmental store where the application is hosted on the web
and the administrator maintains the database. The application which is deployed at the
customer database, the details of the items are brought forward from the database for the
customer view based on the selection through the menu and the database of all the products
are updated at the end of each transaction. Data entry into the application can be done
through various screens designed for various levels of users. Once the authorized personnel
feed the relevant data into the system, several reports could be generated as per the security.

Hence, yearly amazon expanded its operations to china however, it did not prove to be that
much fruitful that it expected because of the stiffe competiton by local e-commerce company
such asa alibaba. So, it further expanded it’s operations looked for sum viable opions. The
amazon analyzed india as a country have a great potentials and it was sure that india will turn
out to be fruitful for its growth. Hence, Amazon came to india and launched its operations
year in 2013.

HISTORY:

The company was founded as a result of what Jeff Bezos called his "regret minimization
framework." which described his efforts to fend off any regrets for participating sooner in the
Internet business boom during that time. In 1994, Bezos left his employment as vice-
president of D. E. Shaw & Co., a Wall Street firm, and moved to Seattle, Washington, where
he began to work on a business planfor what would become [Link]. On July 5, 1994,
Bezos initially incorporated the company in Washington State with the name Cadabra,

30
 Inc. He later changed the name to [Link], Inc. a few months later, after alawymisheard
its original name as "cadaver". In September 1994, Bezos purchased the URL [Link]
and briefly considered naming his online store Relentless, but friends told him the name
sounded a bit sinister. The domain is still owned by Bezos and still redirects to the retailer.

CHOOSING NAME:

Bezos selected the name Amazon by looking through the dictionary; he settled on "Amazon"
because it was a place that was "exotic and different", just as he had envisioned for his
Internet enterprise. The Amazon River, he noted, was the biggest river in the world, and he
planned to make his store the biggest bookstore in the world. Additionally, a name that began
with "A" was preferential due to the probability it would occur at the top of an alphabetized
list. Bezos placed a premium on is head start in building a brand and told a reporter, "There's
nothing about our model that can't copied over time. But you McDonald's got copied. And
it's still built a huge, multibillion-dollar company. A lot of it comes down to the brand name.
Brand names are more important online than they are in the physical world."

ONLINE BOOKSTORE AND IPO:

After reading a report about the future of the Internet that projected annual web commerce
growth at 2,300%, Bezos created a list of 20 products that could be marketed online. He
narrowed the list to what he felt were the five most promising products, which included:
compact dises, computer hardware, computer software, videos, and books. Bezos finally
decided that his new business would sell books online, due to the large worldwide demand
for literature, the low price points for books, along with the huge number of titles available in
print. Amazon was founded in the garage of Bezos' rented home in Bellevue, Washington.
Bezos' parents invested almost $250,000 in the start-up. In July 1995, the company began
service as an online bookstore.

The first book sold on [Link] was Douglas Hofstadter's Fluid Concepts and Creative
Analogies: Computer Models of the Fundamental Mechanisms of Thought. In the first two
months of business. Amazon sold to all 50 states and over 45 countries. Within two months.
Amazon's sales were up to $20,000/[Link] October 1995, the company announced itself to
the public. In 1996, it was reincorporated in Delaware, Amazon issued its initial public
31
offering of stock on May 15, 1997, at $18 per share, trading under the NASDAQ stock
exchange symbol AMAZON. Barnes & Noble sued Amazon on May 12, 1997. alleging that
Amazon's claim to be "the world's largest bookstore" was false because it "...isn't a bookstore
at all. It's a book broker." The suit was later settled

E-C OMMERCE INDUSTRIES AND ONLINE SHOPPING

Online shopping is a form of electronic commerce which allows consumers to directly buy
goods or services from a seller over the Internet using a web browseConsumers 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. As of 2016, customers can shop online using
a range of different computers and devices, including desktop computers. laptops,computers
and smartphones. An online shop evokes the physical analogy of buying products or services
at a regular "bricks-and-mortar" retailer or shopping center; the process is called business-to-
consumer (B2C) online shopping.

When an online store is set up to enable businesses to buy from another business, the process
is called business-to-business (B2B) online shopping. A typical online store enables the
customer to browse the firm's range of products and services, view photos or images of the
products, along with information about the product specifications, features and prices. Online
stores 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, an Interac- enabled debit card, or a
service such as PayPal. For physical products (e.g., paperback books or clothes), the e-tailer
ships the products to the customer, for digital products, such as digital audio files of songs or
software, the e-tailer typically sends the file to the customer over the Internet. The largest of
these online retailing corporations are Alibaba, [Link], and eBay.

The growth of the internet as a secure shopping channel has developed since 1994, with the
first sales of Sting album 'Ten Summoner's Tales'. Wine, chocolates and flowers soon
followed and were among the pioneering retail categories which fueled the growth of online
shopping. Researchers found that having products that are appropriate for e- commerce was a
key indicator of Internet success. Many of these products did well as they are generic
products which shoppers didn't need to touch and feel in order to buy. But also importantly
32
in the early days there were few shoppers online and they were from a narrow segment:
affluent, male, 30.

Electronic commerce is popularly known as e- commerce. An e- commerce business model

"enables a firm/individual to conduct business over an electronic network, typically the
Internet." The biggest advantage of an e-commerce is that the size of the market gets
enlarged, hence the business gets bigger and the consumers have better access to quality
products and services. The consumer and seller or service provider interaction gets better and
efficient. With the better access to the Internet e-commerce is also taking a root in India;
however, it is still in its infancy. The emergence of middle class with good purchasing power

is also an important reason for the growth of e-commerce in India. In addition to this the
schemes of government like Startup India, Make in India and Digital India and policies like
cashless India are also affecting the e-commerce in India. In this assignment, we are looking
into various e-commerce business models.

PAYMENT :

Online shoppers commonly use a credit card or a PayPal account in order to make payments.
However, some systems enable users to create accounts and pay by alternative means, such
as:

 Billing to mobile phones and landlines

 Cash on delivery (C.O.D.)

 Cheque/Check

 Debit card

 Direct debit in some countries

 Electronic money of various types

 cards

 Gift Postal money order

 Wire transfer/delivery on payment

33
  Invoice, especially popular in some markets/countries, such as Switzerland

 Bit coin or other crypto currencies

Some online shops will not accept international credit cards. Some require both the
purchaser's billing and shipping address to be in the same country as the online shop's
base of operation. Other online shops allow customers from any country to send gifts
anywhere. The financial part of a transaction may be processed in real time (e.g. letting
the consumer know their credit card was declined before they log off), or may be done
later as part of the fulfillment process.

PRODUCT DELIVERY :

Once a payment has been accepted, the goods or services can be delivered in the following
ways. For physical items:

o Shipping: The product is shipped to a customer-designated address. Retail package

delivery is typically done by the public postal system or a retail courier such as
FedEx. UPS, DHL, or TNT.

o Drop shipping: The order is passed to the manufacturer or third-party distributor, who
then ships the item directly to the consumer, bypassing the retailer's physical location
to save time, money, and space.

o In-store pick-up: The customer selects a local store using a locator software and picks
up the delivered product at the selected location. This is the method often used in the
bricks and clicks business model.

o For digital items or tickets: Downloading/Digital distribution: The method often used
for digital media products such as software, music, movies, or images. Printing out,
provision of a code for, or e-mailing of such items as admission tickets and scrip
(e.g., gift certificates and coupons). The tickets, codes, or coupons may be redeemed
at the appropriate physical or online premises and their content reviewed to verify
their eligibility (e.g., assurances that the right of admission or use is redeemed at the

34
 correct time and place, for the correct dollar amount, and for the correct number of
uses).

o Will call, COBO (in Care Of Box Office), or "at the door" pickup: The patron picks
up pre-purchased tickets for an event, such as a play, sporting event, or concert, either
just before the event or in advance. With the onset of the Internet and e-commerce
sites, which allow customers to buy tickets online, the popularity of this service has
increased.

TYPES OF E-COMMERCE BUSINESS MODEL:

1. Online Subscriptions
2. Exclusive Brand Stores
3. Deals Websites
4. Marketplace
We will look into these models one by one.

1. Online Subscriptions :

These websites work like an offline subscription. Here the users can choose from
subscriptions available on the website and subscribe according to their needs. The payment
for subscription can be made online and also the recurring payments can be made in the
same manner and the consumer can get the services. Hence, online payment for the service is
the pressure point here. This makes the services more accessible and easier payment options
make it more attractive to theusers. In India magazines like Frontline can be subscribed
online and so can the newspapers like The [Link] has also started the monthly
subscription service where it provides the consumers the option of monthly subscription with
discounts from normal rates and the consumers can pay the subscription fees on their
website.

2. Online Exclusive Brand Stores :

Here the brands create their own online brand stores. The brand'scatalog is uploaded on the
35
website where the consumers see it which is also available in theirphysical stores. Here the
consumers get the advantage of shopping from their trusted brands online without having to
visit the physical stores. Examples of online exclusive brand stores are HP, Samsung, Peter
England, Monte Carlo etc.

3. Deals Websites :

There are various ecommerce websites which provide the best deals to the consumers. Such
websites give the consumers various deals available on other websites or stores. For example
[Link] etc. Marketplace Here the consumers and sellers are provided with a
platform to interact with each other. Based on this there are various websites with different
models that they follow. These models are:

Business to Consumer (B2C) This is the most common business model that usually people
know about. Here the sellers of products or services, as well as the buyers of such products
or services, are present on an online platform. Virtual stores give theconsumers access to
wider variety of products at cheaper rates. The best example for this is [Link],
[Link], [Link], [Link] etc where the consumers can find almost anything
be it books, electronic products like washing machines, USB storage devices, clothes, shoes
or personal care etc. In India the B2C model is growing at a fast pace, however, there are still
various challenges. The major challenge is poor internet connectivity. Also most consumers
do not possess credit cards. Most consumers still depend on cash on delivery mode payment.
In addition to this the ecommerce websites do not have very good customer services leaving
the consumers doubtful about using these websites and apps.

Business to Business (B2B) here both the parties are involved in business activities. Here
commercial transactions take place between both the parties. The parties involved can be a
manufacturer and wholesaler or a wholesaler and retailer. In India the B2B model has 100%
Foreign Direct Investment allowed through automatic route, unlike the B2C model.
However, this model is still in its nascent stage in India. Online business transactions in
India are limited and the market is less receptive. However, the experts do believe that this
situation shall change in coming times and the B2B ecommerce space is expected to grow
almost 2.5 times by 2020.

Consumer to Consumer (C2C) Here both the parties are individuals undertaking a business

36
activity on a platform. Here the individual can sell something they no longer need or can sell
products made by them as they engage in a small home based business activity like bags or
some handicraft items. The best example of this model in India is [Link], [Link].
[Link] etc.

OLX and Quikr are almost alike and provide a platform to the consumers to connect and buy
and sell anything be it land. flats, paying guest facilities, mobiles, laptops, bikes. bicycles etc.
The companies have become very successful and work as electronic classifieds.

Consumer to Business (C2B) In this model the consumer sell their products and services to
businesses. The best examples for this model are the job [Link] India websites like
[Link], [Link] etc can be put in this category. Here the consumer, the job
seeker, puts her resume on the website in order to get a job offer from employers. The
ecommerce business models are selected by the companies as per their objectives, desired
results and target consumers. There can be modifications done in these business models as
per the requirement of the companies.

[Link] :

An online marketplace (or online e-commerce marketplace) is a type of e-commerce website

where product or service information is provided by multiple third parties. Online
marketplaces are the primary type of multichannel ecommerce and can be a way to streamline
the production process.
In an online marketplace, consumer transactions are processed by the marketplace operator
and then delivered and fulfilled by the participating retailers or wholesalers. These type
of websites allow users to register and sell single items to many items for a "post-selling" fee.
Because marketplaces aggregate products from a wide array of providers, the selection is
wider, and availability is higher than in vendor-specific online retail stores. Some online
marketplaces have a wide variety of general interest products that cater to almost all the needs
of the consumers, others are consumer specific and cater to a particular segment. Online
marketplaces became abundant in 2014.

Business-to-business (B2B) online marketplaces are platforms that allow companies to buy and sell
products or services to other businesses. These marketplaces typically focus on a specific product or
service category and are used by businesses to find suppliers, negotiate prices, and manage logistics.

37
Some examples of B2B online marketplaces include VerticalNet, Commerce
One,and Covisint, which were some of the earliest B2B marketplaces to emerge in the early
days of e-commerce.

38
PRODUCT AND SERVICES :

[Link]’s 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
[Link] has a number of products and services available, including:

AmazonFresh:

o Amazon Prime
o Amazon Web Services
o Alexa
o Appstore

Amazon Drive :

o Echo
o Kindle • Fire tablets
o Fire TV
o Video
o Kindle Store
o Music
o Music Unlimited
o Amazon Digital Game Store
o Amazon Studios
o Amazon Wireless

WEBSITE :

39
The domain [Link] attracted at least 615 million visitors annually by 2008. 130 million
customers to its US website per month by the start of heavily on a massive amount of server
capacity for its website, especially to handle the excessive traffic during the December
Christmas holiday season. Results generated by Amazon’s search engine are partly
determined by promotional fees. Amazon site global availability Amazon’s localized
storefronts, which differ in selection and prices, are differentiated by domain and country
code

Website:

o Country

o Domain name

o Since

o Brazil

o [Link]

o December 2012

o [Link]

o June 2002

o Canada

o Americas

o Mexico

o [Link]

o August 2013

o United States

o [Link]

o July 1995

40
o China

41
o [Link] September 2004
o India
o [Link]
o June 2013
o Japan
o [Link]
o November 2000
o Asia
o Singapore
o [Link]
o July 2017
o Turkey
o [Link]
o July 1995
o China
o [Link] September 2004
o India
o [Link]
o June 2013
o Japan
o [Link]
o November 2000
o Asia
o Singapore
o [Link]
o July 2017
o Turkey [Link]
o September 2018
o United Arab Emirates
o [Link]
o May 2019

42
o Saudi Arabia
o [Link]

43
 o June 2020
o France
o [Link]
o August 2000
o Germany
o [Link]
o October 1998
o Italy
o [Link] November 2010
o [Link]
o November 2014
o Netherlands
o Europe
o Poland
o [Link]
o March 2021
o Spain
o [Link]
o September 2011
o Sweden
o [Link]
o October 2020
o United Kingdom
o [Link]
o October 1998
o Oceania
o Australia
o November 2017

indicate the real name of the reviewer (based on confirmation of a credit card account) or
which indicate that the reviewer is one of the top reviewers by popularity. Customers may
comment or vote on the reviews, indicating whether they found a review helpful to them. If a

44
review is given enough "helpful" hits, it appears on the front page of the product. In 2010,
Amazon was reported as being the largest single source of Internet consumer reviews.

When publishers asked Bezos why Amazon would publish negativereviews, he defended the
practice by claiming that [Link] was "taking a different approach ... we want to make
every book available the good, the bad and the ugly... to let truth loose". There have been
cases of positive reviews being written and posted by public relations companies on behalf of
their clients and instances of writers using pseudonyms to leave negative reviews of their
rivals' works.

AMAZON SALES RANK:

The Amazon sales rank (ASR) provides an indication of the popularity of a product sold on
any Amazon locale. It is a relative indicator of popularity that is updated hourly. Effectively,
it is a "best sellers list" for the millions of products stocked by Amazon. While the ASR has
no direct effect on the sales of a product, it is used by Amazon to determine which products
to include in its bestsellers lists.

Products that appear in these lists enjoy additional exposure on the Amazon website and this
may lead to an increase in sales. In particular, products that experience large jumps (up or
down) in their sales ranks may be included within Amazon's lists of "movers and shakers";
such a listing provides additional exposure that might lead to an increase in sales. For
competitive reasons, Amazon does not release actual sales figures to the public.

Sales rank, also called Amazon sales rank, shows how well a product is selling in its
respective category, like “Books” or “Home & Garden.” A lower rank, like one, two, or three,
indicates a higher-selling product, while a higher rank, like 10, 11, or 12, means a lower-
selling product.

However, Amazon has now begun to release point of sale data via the Nielsen BookScan
service to verified authors. While the ASR has been the source of muchspeculation by
publishers, manufacturers, and marketers, Amazon itself does not release the details of its
sales rank calculation algorithm.

45
experience large jumps (up or down) in their sales ranks may be included within Amazon's
lists of "movers and shakers"; such a listing provides additional exposure that might lead to
an increase in sales. For competitive reasons, Amazon does not release actual sales figures to
the public. However, Amazon has now begun to release point of sale data via the Nielsen
BookScan service to verified authors. While the ASR has been the source of muchspeculation
by publishers, manufacturers, and marketers, Amazon itself does not release the details of its
sales rank calculation algorithm.

46
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION

47
 [Link] OF RESPONDENTS:

TABLE 4.1:GENDER OF RESPONDENTS:

No. of
Particulars Respondents Percentage

Male 58 58

Female 42 42

Total 100 100

CHART 4.1 :GENDER WISE RESPONDENTS:

INTERPRTATION:

According to demography profile, in this study 58%male and 42% female respondents are
part of my target population and they help me to fulfill my questionnaire from different are
of Bangalore city. From these groups total respondents are 100. So, according to survey
result, the male respondents are more and can be told that they interested to shop online than
female ,even though both of them shop online.

48
 [Link] GROUP:
TABLE 4.2: AGE WISE RESPONDENTS:

49
 [Link]
Respo
A ndent P
g s e
e r
c
e
n
t
a
g
e

1 55 5
8 5
-
2
0

2 26 2
1 6
-
3
0

3 11 1
1 1
-
4
0

4 8 8
0
&
a
b
o
v
e

T 100 1
o 0
t 0
a 50
l
TABLE 4.2:AGE WISE RESPONDENTS:

INTERPRETATION

Overall results shows that between all of them the respondents who has age limit exceeds
above 40 years people are not familiar to shop online on my target population.

51
OCCUPATION:
TABLE 4.3 :OCCUPACTION WISE RESPONDENTS:

Options N P
o e
r
o c
f e
n
r t
e a
s g
p e
o
n
d
e
n
t

G 5 5
o 1 1
v
t

.
e
m
p
l
o
y
e
e

P
r 2 2
i 5 5
v
a
t
e

e
m

52
 p
l
o
y
e
e

S 2 2
e 4 4
l
f

e
m
p
l
o
y
e
d

T 1 1
o 0 0
t 0 0
a
l

CHART 4.3: OCCUPATION WISE RESPONDENTS:

INTERPRETATION:
53
In this survey, 46% of the respondents are salaried and 39% are students. So they both
together made majority of respondents percentage(85%). 8% are business persons and 7% are
house wife. Salaried persons and students will always look for new technologies and new
services which make them more comfort.

54
[Link] QUALIFICATION:
TABLE 4.4: EDUCATION WISE RESPONDENTS:

Particulars No .of respondents Percentage

Sslc 31 31

Hsc 15 15

Ug 45 45

Pg 12 12

Total 100 100

CHART4.4: EDUCATIONAL WISE RESPONDENTS:

55
INTERPRETATION:

per All of them in this survey are graduate and above qualified peoples
only. Among these 45% are graduates, 12% are post graduates and one son is
PhD.

56
TABLE 4.5: INCOME WISE RESPONDENTS:

Options Respondents Percentage

1-2L 73 73

2-4L 12 12

4-6L 7 7

Above 8 8

Total 100 100

CHART 4.5 INCOME WISE RESPONDENTS:

INTERPRETATION:

Since 73%of this survey is students most of them are of 1-2L income range, ie 12%. Of
them are in 4-6L income range, 7% in 4-6L and 7% is 8& above.

57
 TABLE 4.6 ONLINE SHOPPING USAGE:

Particulars Respondents Precentage

Always 53 53

Sometimes 34 34

Seldom 7 7

Never 6 6

Total 100 100

CHART4.6: ONLINE SHPPING USAGE:

INTERPRETATION:

More than half of them use online shopping sometimes, is 34%. People who always and
mostly shop through online shopping are also good in number,and 35, together37%. And who
use online shopping rarely is very less in number 6%. Since only are mostly using this, there is
a wide space to fill and to make online shopping a great success.seldom7% And there is not
much gender difference in online shopping, which means both males and females enjoying
online shopping and its benefits.

58
TABLE 4.7: MODES OF AWARNESS ABOUT [Link]:

[Link]

Particulars Respondents Precentage

Advertisement 56 56

Bloges 23 23
recommendation

Promotional 12 12
mails

Search engine 9 9

Total 100 100

CHART4.7: MODES OF AWARENESS ABOUT [Link]:

INTERPRETATION:

Most of them are awareabout Amazon. In through word of mouth followed by television and online
advertisements (56%). Customers got awared through blog recommendations (23%) and promotional
e mails (12%) are very less in number. This means a good communication about [Link] going on
through friends and families, which proves that word of mouth strategy by them is the most
successful means of making people aware about their products.

59
TABLE 4.8: FREQUENCY OF USING [Link] :

Particulars [Link] respondents Precentage

Everytime 47 47

Most of the time 28 28

Occasionally 15 15

Veryless 10 10

Total 100 100

CHART 4.8 FREQUENCY OF USING [Link]:

INTERPRETATIO
N:

Here on this survey 47% are always choosing Amazon. In for online shopping, while 15% are
using it occasionally. Hardly ever using members are very less, and 10%are using it most of
the time. Since more than half of them prefer Amazon .In while thinking of online shopping,
it means branding had done successfully by them either through advertisements, services or
providing good experience to customers.

60
 TABLE 4.9: CATEGORY THAT MOSTLY PREFER TO BUY FROM .IN:

Particulars [Link] responends Precentage

Furniture 43 43

Equipment 25 25

Electronics 21 21

Cookware and cutlery 11 11

Total 100 100

CHART 4.9 :CATEGORY THAT MOSTLY PREFER TO BUY FROM .IN:

INTERPRETATION:

Electronic items,21%books and stationery, apparels& accessories, cameras, watches and

others (bags, belts ,etc) are purchased more Furniture 43% of respondents are preferred to buy
electronics items followed by equipment 25% and apparels and cookware 11%. and
electronics items are more famous among the students and that may be the reason for large
purchase of those items from [Link].

61
 TABLE 4.10 HOW LONG HAVE YOU BEEN AMAZON CUSTOMER:

Particulars [Link] respondents Precentage

Less than a month 50 50

1-6 month 22 22

1-3 years 14 14

Over 3 years 12 12

Never used 2 2

Total 100 100

CHART 4.10: HOW LONG HAVE YOU BEEN AMAZON CUSTOMER

INTERPRETATION:

From this above analysis less than month (50%) of respondents are Amazon customers for less
than 1to 6 months, ( 22%) of respondents are Amazon customers for 1 year to a 3year, (14%) of
respondents are Amazon customers for over 3 year and (12%) of respondents are Amazon
customers for 3 or moreyears.

62
TABLE 4.11:REASON FOR CUSTOMER PREFERENCE ON
[Link] THAN OTHER:

Particulars No .of responends Precentage

Cash on delivery 64 64

Online payment 19 19

Debit /credit card 12 12

Others 5 5

Total 100 100

TABLE 4.11:REASON FOR CUSTOMER PREFERENCE ON

[Link] THAN OTHER

INTERPRETATION:

64% of respondents are rated excellent for cash on delivery service, while for
30days Online payment 19% rated good and 12% rated excellent. For EMI options debit and
credit card rated good and 5%rated excellent, and for free shipping 100% rated excellent.
While analyzing the data, customers have more interest in two services of [Link]:

63
TABLE 4.12. ISSUES FACED BY CUSTOMERS WHILE SHOPPING IN
[Link]:

Particulars No .of respondents Precentages

Replacement issue 48 48

Delivery delay 28 28

Faulty product 9 9

Others 15 15

Total 100 100

CHART 4.12:ISSUES FACED BY CUSTOMERS WHILE SHOPPING IN

[Link]

INTERPRETATION:
In this survey, 48%of customers didn’t face any of those problems that mentioned, while
28% of customers faced out of stock issue. This is one of serious issue faced by most of
customers. faulty product 9%Since discounts and features are the one feature that most of the
customers looking for and when a good product with high discount is displayed in [Link]
platform, customers brought it as soon as they could. Thus the products will be out of stocked.

64
TABLE 4.13: RECOMMENDING THIS WEBSITE TO OTHERS:

Particulars No .of respondents precentages

Yes 91 91

No 9 9

Total 100 100

CHART 4.13: RECOMMENDING THIS WEBSITE TO OTHERS:

INTERPRETATION:

In this survey, most of them (91%) are happy to recommended [Link] to others like
friends and family. And this shows word of mouth publicity is successfully running and this
is one of the great advantages for [Link].

65
 TABLE 4.14:CUSTOMERS RATING ABOUT SERVICES ON [Link]

Particulars [Link] respondents Precentages

Highest 91 91

Lowest 9 9

Total 100 100

CHART 4.14:CUSTOMERS RATING ABOUT SERVICES ON [Link]:

INTERPRETATION:

While analyzing the rating of experience, [Link] provides a good and excellent
experiences to most of the customers.
Mode of given data: 4& Median of given data:4
91% of customers rated 4 as the experience and more than half of the population (91%) rated
4&5 as experience.

66
TABLE 4.15:SATISFACTION OF CUSTOMERS WHILE [Link] SERVICES
ARE USED:

Particulars [Link] respondents Precentage

Yes 92 92

No 8 8

0%
Total 100 100

CHART 4.15: SATISFACTION ON SERVICES OF AMAZON .IN:

INTERPRETATION:

92%of the population is satisfied with the service of [Link] helps [Link] retain
the cutomers and also shows that the branding and markting techniques of [Link] also got
succeed

67
 CHAPTER 5
FINDINGS, SUGGESIONS AND
CONCLUSION

68
FINDINGS :

 In the demography profile (58%)of respondents are male.

 Majority (63%) respondents are age between (15-25).

 Majority (46%) respondents occupation self employed.

 In the demography profile (42%) of respondents are UG.

 In the demography profile (73%) of respondents are 1-2L.

 In majority (52%) of respondents are between online shopping sometimes.

 In the demography profile (56%)of respondents are advertisement.

 In the demography profile (47%)of the respondents are Everytime.

 In majority (43%) of respondents are furniture.

 In the demography profile (64%) of repondents are cash on delivery.

 In majority (48%)of respondents are replacement issue amazon,in.

 In demography profile (91%) of respondents recommending this website yes

 In majority (91%) of respondents customer rating on [Link] highest

Word of mouth was more influential in promotion as many people were made aware by their
friends and family when customers recommend this website to them.

Digital marketing techniques like search engine marketing, links providing other website and
advertisement also functioned well for promotion of this website.

• Fast delivery is one of best service Amazon is providing.

Different payment options available in Amazon made customers more satisfied and comfort
for paying while purchasing product. Customers feeling more secured when purchasing
through Amazon because of different policies and services they have. In comparison with
competitors, Amazon. is charging free shipping for the purchase of 300 plus rupees, while
others free ship the service without any barrier. Out of stock is the main issue faced by
Amazon Most of customers have good experience with Amazon while purchasing products.

69
Most of them are satisfied with the services of Amazon and so that they succeed. in retaining
the customers. Advertising is an important way to have the brand and products familiar to
consumers. Convenience and time saving are two important factors that customer looking for
while purchasing through online.

SUGGESTIONS:

The researcher has made personal contact with the respondents who have purchased products
and services through online. It is concluded that most of the respondents have a good opinion
about online shopping, though there are so many problems to be improved by the vendors
and service providers.

These suggestions are as follows:

 As there are no proper laws for online purchases, they have to be implemented to
prevent the anonymous intruders. This will help to maintain security and private
information properly concerning the respondents. So the website developers and
service providers should take necessary steps to overcome this problem.

 Web based technologies upgrades creative conceptualization that would improve the
response from technology savvy consumers. So the firms have to invest in such new
technologies.

 Internet environment has to be improved in the areas of art, dynamic and interactive
techniques. This improvement will give more visual appeal

 In most of the websites the given information, features about the product on the
website and product received from the online vendor are different. This will create
lack of customer satisfaction. So the online vendor should take necessary steps before
dispatching the products to the consumer site. It creates good opinion about the online
vendor and creates repurchasing power of the respondents.

 Even though consumers are educated they are not interested to purchase products
through online because of infrastructure shortage, they do not know how to order the
product online and they have lack of confidence on payments.

70
CONCLUSION AND RECOMMENDATIONS :

The thorough study is based on the consumer behaviour analysis which serves a great idea
regarding consumer perception when they go for online shopping. In order to satisfy
themselves consumer perceive many things before buying products and they will be satisfied
if the company meet their expectation. The Overall Brand Value of Amazon is good, but it is
facing some tough competition from its global competitors like Ebay and Amazon. Talking
about domestic market i.e India, it is the most superior E-business portal which is
aggressively expanding & planting its roots deep into the Indian market & at the same time
shifting the mind-set of the people from going & shopping from physical store to online
stores, which is magnificent!. Be very focused on consumers and build amazing experiences
for the customers. This study also helps to understand that customer satisfaction is one of the
essential things for any organization because it helps the organization to enhance their
positive reputation in the market as well as it helps the organization to enable more financial
benefit in the organizational context. From the following's sections, it can be concluded that
customer satisfaction basically refers to the customer's happiness means if a customer is
happy with the product and the service quality then the customer shows positive views
towards the company which is very important for any organization to grow their business
opportunity in the market. From the study, customer satisfaction is the customer's fulfillment
response means when a customer happy with the service and the product quality then the
customer shows their loyalty towards the company and used to buy the products from that
company again which enable more financial benefit in the organizational context. From the
concept of customer satisfaction point it can be concluded that companies are showing their
motivation for providing best quality service to their old customers as well as the companies
are providing new offers and discounts on their products as it will help the organization to
attract more new customers. which will enable more satisfactory performance 89 of the
employees in the organizational context.

71
 ANNEXURE 1
BIBLIOGRAPHY

BOOKS:

Assael, Henry. (1984.) "Behavior and Market Action". Boston, Massachusetts: Kent Publishing
Company.

Belch, G.E., & Belch, M.A. (2001). Advertising and Promotion: An integrated Marketing
Communications Perspective (5th ed.). Boston: Irwin/McGraw-Hill.
Cooper, Donald R. and Schindler, Pamela S. (1999), Business Research

72
Methods, 6 Tata McGraw-Hill Publishing Company Limited, New Delhi, India. Creswell, J.
W. (2003). "Research Design: Qualitative, Quantitative, and Mixed Methods Approaches".
Thousand Oaks, CA, Sage.
Easterby-Smith, M., Thorpe, R. & Lowe, A. (2002), Management Research 2nd
edition, London: Sage. Remenyi, D., Williams, B., Money, A. and Swartz, E. (1998), "Doing
Research in Business and Management", Sage Publications, London.

JOURNELS AND MAGAZINES:

[28/02, 11:50 pm] Boopathy Kun: Arnould, E.J. and Wallendorf, M. "Market-oriented
Ethnography: Interpretation Building and Marketing Strategy
Formulation." Journal of Marketing Research, Vol. 31 (November 1994), pp. 484–504.

➤ ANALYSIS OF CONSUMER BEHAVIOUR ONLINE

Author: Dejan Petrovic
> HOT BARGAINS: TIPS TO FIGURE OUT TRAPS FROM THE REAL

VALUE DEALS

SUSHMITA CHOUDHURY AGARWAL, ET Bureau Apr 22, 2013 (The Economic Times)
[28/02, 11:51 pm] Boopathy Kun: QUESTIONNAIRE
NAME

73
 ANNEXURE 1
QUESTIONNAIRE

1. Name of the customer :

2. Age :

3. Gender :

Male Female

4. Annual Income:-
(a) up to Rs.1, 00,000-2,00,000
(b) Rs.2, 00,000- Rs.4, 00,000
(c) Rs. 4, 00,000 – Rs.6, 00,000
(d) Above

5. Education Qualifications: -
a) Sslc
b) Under Graduate
c) P.G.
d) HSC

6. Occupation: -
a) Govt. Employee
b) Private Employee
c) Self Employed

74
 7. How frequently do you shop through e-commerce websites
a)Always . Often
b) Sometimes
c) Seldom
d) Never

[Link] which mode you aware of about [Link]?

a)Word of mouth Advertisement ([Link])

b)Bloges recommendation

c)Promotional mails
D )Serch engine (Google ,Yahoo etc)

[Link] much you use [Link]?

a) Everytime
b) Most of the time
c) Occasionally
d) Veryless

10. Which item you mostly prefer to buy from [Link]?

a) Furniture
b) Equipment
c) Electronic
d) Cookware

11. Why you use [Link] as compaired to any other online website?
a)Fast delivery
b) Easy payment
c) Portal feature
d)replacement service

12. Please rate the service of Amazon. In

75
 a) 0-3 (Poor) 3-5(Below average) 5-7(Average) 7-9(Good) 10(Excellent)
b) On account of Cash on delivery ( )
c) 30 days replacement policy ( )
d) EMI option ()
e) Free shipping ()

[Link] type of issue you face in

[Link]?
a)Replacement issue
b) Delivary delay
c) Faulty product • No
d) other

[Link] you recommend [Link] to others?

[Link]
[Link]

[Link] much you rate service of [Link] between 1 to 5 where

a) lowest
b) highest

[Link] you satisfied the service of [Link]?

a) Highly satisfied

b) Satisfied

c) Dissatisfied

d) highly dissatisfied

76
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.

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