"A STUDY ON CUSTOM ER SATI SFACTION TOWARDS ONLINE

SHOPPING IN ACCOR DAN CE WITH KOLLAM DISTRICT"

Project report submitted to the

UNIVERSITY OF KERALA
In the partial fulfillment of the requirement for the award of degree of

Bachelor of Commerce (195)

Submitted by
1. Candidate code: 13821890043
2. Candidate code: 13821890028

Under the Supervision of

Mr Shahanas S

(Assistant Professor, Department of management studies)

BACHELOR OF COMMERCE
SREE NARAYANA GURU COLLEGE OF ADVANCED STUDIES, PUNALUR .

MARCH 2024

DECLARATION

1
We hereby declare that the project work, entitled “A STUDY ON CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING IN ACCORDANCE WITH KOLLAM DISTRICT” submitted to the
UNIVERSITY OF KERALA, in the partial fulfillment of requirement for the award of degree of B. Com
Commerce with Computer Applications (CR under CBCSS), under the supervision and guidance of
Mr.SHAHANAS S (Assistant Professor, Department of management studies). Sree Narayana Guru
College of Advanced Studies, Punalur during the academic year 2021- 2024. We declare that no part of
this project report has previously submitted for the award of any degree/associates/fellowship or other similar
title of this or any other University or Society.

Place: Punalur Candidate Code: 13821890043

Date: Candidate Code:13821890028

2
 ACKNOWLEDGEMENT

If words are considered to be sign of gratitude, then let these words convey the very same .At very first, we
would like to acknowledge almighty because of which we got the strength and courage to complete pet
successfully.

The harmonious climate of our college provided proper guide for preparation of the project. We express our
sincere thanks to Prof. JAYACHANDRAN P R, the principal of SREE NARAYANA GURU COLLEGE
OF ADVANCED STUDIES, PUNALUR
Thanks to Mrs. ANU L. Head of the Department of Commerce, Sree Narayana Guru College of Advanced
Studies, Punalur.

We deeply indebted to our guide Mr. SHAHANAS S, Assistant Professor, Department of management studies
for giving her valuable guidance and suggestions throughout the project.

I would like to take this opportunity to extend my gratitude flower of acknowledgement to our parents, sisters,
brothers, dear friends and those who have helped us to make this project a success by unflagging love and
support.

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CHAPTER TITLE PAGE NO
3
 Chapter1 Introduction 1-11

Chapter2 Online shopping an overview 12-26

Chapter3 Analysis and interpretation 37-56

Chapter4 Finding ,suggestions and 57-61

conclusion

Bibliography 61

Appendix 62-67

4
 LIST OF FIGURES
FIGURE NO TITLE OF THE FIGURE PAGE NO

3.1 Age 29

3.2 Educational qualification 30-31

3.3 Gender 32

3.4 Income 33

3.5 Use internet for shopping 34

3.6 How long that you make online 35

shopping
3.7 Familiar with online shopping 36

3.8 Quality of the product supplied 37

3.9 Online shopping will save your time 38

3.10 Price of goods through online 39

shopping
3.11 Online shopping in time 40-41

3.12 Fraud experience 42

3.13 Service in online shopping 43

3.14 Packing of material 44

3.15 Actual commodity

45
3.16 Overall performance

3.17 Frequency of online purchase 46

3.18 Motivating factor 49

3.19 Preferred online shopping site 50

3.20 Recommend to others 51

3.21 Check for secure online shopping 52

3.22 Confidence 53

3.23 Encounter any Difficulities finding 54

product
3.24 Check for secure payment option 55

3.25 Satisfied with the refund and return 56

method

LIST OF TABLE
FIGURE NO TITLE OF THE FIGURE PAGE NO
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 3.1 Age 29

3.2 Educational qualification 30

3.3 Gender 31

3.4 Income 33

3.5 Use internet for shopping 34

3.6 How long that you make online 35

shopping
3.7 Familiar with online shopping 36

3.8 Quality of the product supplied 37

3.9 Online shopping will save your time 38

3.10 Price of goods through online 39

shopping
3.11 Online shopping in time 40

3.12 Fraud experience 41

3.13 Service in online shopping 43

3.14 Packing of material 44

3.15 Actual commodity 45

3.16 Overall performance 46

3.17 Frequency of online purchase 47

3.18 Motivating factor 48

3.19 Preferred online shopping site 50

3.20 Recommend to others 51

3.21 Check for secure online shopping 52

3.22 Confidence 53

3.23 Encounter any Difficulities finding 54

product
3.24 Check for secure payment option 55

3.25 Satisfied with the refund and return 56

method

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1.0

Introduction

Online shopping (sometimes known as e-tail from "electronic retail" or e- 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. Alternative names are: e-web-store, e-shop, e-store, internet shop, web-shop, web-store,
online store, online storefront and virtual store. Mobile commerce (or m-commerce) describes purchasing
from an online retailer's mobile optimized online site or app.

An online shop evokes the physical analogy of buying products or services at a bricks-and-mortar retailer or
shopping center; the process is called business- to-consumer (b2c) online shopping. In the case where a
business buys from another business, the process is called business-to-business (b2b) online shopping.

Internet is changing the way consumers shop and buys 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 and also 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 will receive if they purchase the product from a particular store. Many
experts are optimistic about the prospect of online business.

in addition to the tremendous potential of the e-commerce market, the internet provides a unique
opportunity for companies to more efficiently reach existing and potential customers. Although most of the
revenue of online transactions comes from business-to-business commerce, the practitioners of business-to-
consumer commerce should not lose confidence.

It has been more than a decade since business-to-consumer e-commerce first evolved. Scholars and
practitioners of electronic commerce constantly strive to gain an improved insight into consumer behavior in
cyberspace. Along with the development of e-retailing, researchers continue to explain e-consumers
behavior from different perspectives.

1.1 Statement of the Problem

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Many people nowadays prefer purchasing most of the things they need through online department stores.
Internet purchasing eliminates the need to face competitive sales personnel, and paying a greater amount
for the products that they need.

But, with numerous online department stores around, a shopper may find these guidelines for choosing the
most excellent online department store useful. It is not essential that the famous shops are the finest
alternatives.

While it is true that these online stores are indeed efficient, they usually provide higher expenses and often,
they do not provide much when it comes to different selections. In this line, if you are still searching for
something special, it is best to look at a smaller, independent internet purchasing area.

In the process, you'll have to handle s ome research, this is to ensure that you are buying from a trusted online
seller. Make several comparisons. You do not have to purchase the products that you need from the very first
internet

purchasing area that you discover. Start comparing the shops so you will discover the best possible deals, and
prevent automatically purchasing at the shop that is providing the lowest costs. When making comparisons,
do not look at the prices only, but take into account the reputation of the department store.

Although, some online stores quote affordable expenses, you have to make sure that it's not providing items
which are considered below quality mark. An additional factor to take into consideration while purchasing on
the internet is the type of client support that the shop is currently providing.

For shoppers who have some queries that need immediate answer, then the best thing to do is to contact the
organization through the client support division. It would be best to send a message through the online
department store's web site or you may also call the online department store customer service hotline.

It is important to interact with the company affiliate just to clear any question that you've got. Once the
associate is comfortable to deal with, then you are assured that you will be having an excellent purchasing
time with this online department store. It's also a must to be certain that the internet purchasing area is
providing a solid policy on returns and exchange; this way, you can exchange or return the products within a
particular period.

1.2 Objective Of The Study

1.2.1 Main objective

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The objective of this research study is to investigate customer satisfaction towards online shopping.

1.2.2 The Other Objectives Are:-

1. To examine the merits and demerits of online shopping.

2. To verify the customer satisfaction in online shopping.
3. To know the consumers awareness and perception about the products and services provided on internet.
4. To evaluate how it provides products and services and satisfies their customers.
5. To know how it reduces the uncertainty in purchase decision process.

1.3 Scope Of The Study

1. The study was conducted among the internet users.

2. The geographical area covered was Kollam district.
3. The study was based on a schedule of questions.
4. The scope of internet shopping

1.4 Research Methodology

1.4.1 Research objective
To know and understand the consumer's perception and awareness about online marketing/ shopping. This
will help to know the attitude and perception of consumers towards online shopping and what are the
factors which shape the consumer's perception towards online shopping. Also what are key concerns from
the point of view of consumer while online shopping

1.4.2 Research framework

Eleven different factors were identified by studying the existing models of consumer attitudes that play an
important role in online purchase, then a model was proposed leading to online shopping.

The data was collected only through questionnaires. The sample size was 100. And random sampling was
done among the internet users.
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Consumer satisfaction is considered to be a separate factor in this study. It can occur at all possible stages
depending on consumer's involvement during the online shopping process. The relationships between
satisfaction, attitude, intention, decision making and online purchasing are proposed to be two-way
relationships due to the reciprocal influences of each on the other. In addition, three of the antecedents,
perceived usefulness, perceived ease of use, perceived enjoyment, have been found to have direct impact on
consumer satisfaction.

1.4.3 Data Collection Method

Personal interview and questionnaire method of survey technique method had used in this research to
collect primary data. It is considered as a suitable method collecting primary data.

Personal interview is extensively used in surveys. It is the face-to-face communication to enable better
control of the sample and ensure answer from the respondent. We also collected secondary data to add
value to the primary data.

Different sources of secondary data collected for the surveys are websites, magazines, annual reports,
journals, reference books, and newspapers etc.

1.4..4 Sample design

The sample design includes online shopping customers in some areas of Kollam district. The sample size
decided for this study is 100. The sampling method used in this study is random sampling.

1.4.5 Sampling methods

Sampling methods fall under two broad categories-

a) Non-probability sampling methods.

b) Probability sampling methods.

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1.5 Tools for analysis

 Pie Charts
 Tables
 Bar Graphs are also used to interpret

1.6. Literature review

1.6.1 Introduction

The current literature on consumer online purchasing decisions has mainly concentrated on identifying the
factors which affect the willingness of consumers to engage in internet shopping. In the domain of consumer
behavior research, there are general models of buying behavior that depict the process which consumers use
in making a purchase decision. These models are very important to marketers as they have the ability to
explain and predict consumers' purchase behavior.

The classic consumer purchasing decision-making theory can be characterized as a continuum extending
from routine problem-solving behaviors, through to
limited problem-solving behaviors and then towards extensive problem-solving behaviors [schiff man et al.,
2001].

1.6.2 Literature Review

The traditional framework for analysis of the buyer decision process is a five- step model. Given the model,
the consumer progresses firstly from a state of felt deprivation (problem recognition), to the search for
information on problem solutions. The information gathered provides the basis for the evaluation of
alternatives. Finally, post-purchase behavior is critical in the marketing perspective, as it eventually affects
consumers' perception of satisfaction/dissatisfaction with the product/service.

This classic five stage model comprises the essence of consumer behavior under most contexts.
Nevertheless, the management of marketing issues at each stage in the virtual environment has to be
resolved by individual e-marketers. Peterson et al. [1997] commented that it is an early stage in internet
development in terms of building an appropriate dedicated model of consumer buying behavior. Decision
sequences will be influenced by the starting point of the consumer, the relevant market structures and the
characteristics of the product in question. Consumers' attitude towards online shopping is a prominent factor
affecting actual buying behavior. (Source: jarvenpaa journal of electronic commerce research, vol. 6, and
no.2, 2005)

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Todd [1997] proposed a model of attitudes and shopping intention towards internet shopping in general. The
model included several indicators, belonging to four major categories; the value of the product, the shopping
experience, the quality of service offered by the website and the risk perceptions of internet retail shopping.
In the research conducted by vellido et al. [2000], nine factors
associated with users' perception of online shopping were extracted. Among those factors the risk
perception of users was demonstrated to be the main discriminator between people buying online and
people not buying online.

Other discriminating factors were; control over, and convenience of, the shopping process, affordability of
merchandise, customer service and ease of use of the shopping site. In another study, jarvenpaa et al. [2000]
tested a model of consumer attitude towards specific webbase stores, in which perceptions of the store's
reputation and size were assumed to affect consumer trust of the retailer. The level of trust was positively
related to the attitude toward the store, and inversely related to the perception of the risks involved in
buying from that store. Jarvenpaa et al. [2000] concluded that the attitude and the risk perception affected
the consumer's intention to buy from the store.

Consumer risk perceptions and concerns regarding online shopping are mainly related to aspects involving
the privacy and security of personal information, the security of online transaction systems and the
uncertainty of product quality. Trust is interwoven with risk [mcallister, 1995]. One of the consequences of
trust is that it reduces the consumer's perception of risk associated with opportunistic behavior by the seller
[ganesan, 1994]. Lack of trust is frequently reported as the reason for consumers not purchasing from
internet shops, as trust is regarded as an important factor under conditions of uncertainty and risk in
traditional theories.

Mayer et al. [1995] developed a model which combines traditional marketing philosophy on consumer
motivation to buy and the trust model. In this model, trust propensity; which is a personality trait possessed
by buyers; is an important antecedent of trust. In internet shopping, there is not much information available
to the buyer regarding the seller, prior to purchase buyer with a high propensity to trust will more likely be a
potential customer than a buyer with a lower propensity. Mayer et al. [1995] proposed that ability,
benevolence and integrity constitute the main elements of trustworthiness. Ability refers to skills,
competencies and characteristics that a seller has in a specific domain. In this context, sellers need to
convince buyers of the competence of their companies in the internet shopping business. Benevolence is the
extent to which the seller is perceived by the buyer as wanting to 'do well'. Sellers have to convince buyers
that they genuinely want to do good things for buyers, rather than just maximize profit.

1.6.3 Consumer Satisfaction

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It can be defined as the extent to which consumer's perceptions of the online shopping experience confirm
their expectations. Most consumers form expectations of the product, vendor, service, and quality of the
website that they patronize before engaging in online shopping activities.

These expectations influence their attitudes and intentions to shop at a certain internet store, and
consequently their decision-making processes and purchasing behavior. If expectations are met, customers
achieve a high degree of satisfaction, which influences their online shopping attitudes, intentions, decisions,
and purchasing activity positively. In contrast, dissatisfaction is negatively associated with these four
variables (ho and wu 1999; jahng et al. 2001; kim et al. 2001).

1.7 Limitations

Lack of touch and feel of merchandise in online shopping.

Lack of Interactivity in online shopping, so price negotiation is not possible.

Lack of significant discounts in online shops.

Lack of close examination in online shopping

• Delay in delivery prevents customers from shopping online

Lack of security because the rate of cyber crime has been increasing.

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Chapterisation

Chapter 1 Introduction

An Overview

Chapter 2- Online Shopping -

Chapter 3- Analysis and Interpretation

Chapter 4 - Findings, Suggestions and Coclusions

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 CHAPTER-2

ONLINE SHOPPING - AN OVERVIEW

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2.0 Introduction

Computers and the internet have completely changed the way one handles day- to-day transactions; online
shopping is one of them. The internet has brought about sweeping changes in the purchasing habits of the
people. In the comfort of one's home, office or cyber cafe or anywhere across the globe, one can log on and
buy just about anything from apparel, books, music and diamond jewellery to digital cameras, mobile
phones, mp3 players, video games, movie tickets, rail and air tickets. Ease, simplicity, convenience and
security are the key factors turning the users to buy online.

2.1 History

English entrepreneur Michael Aldrich invented online shopping in 1979. His system connected a modified
domestic tv to a real-time transaction processing computer via a domestic telephone line. He believed that
videotex, the modified domestic tv technology with a simple menu-driven human-computer interface, was a
'new, universally applicable, participative communication medium-the first since the invention of the
telephone.' this enabled 'closed' corporate information systems to be opened to 'outside' correspondents
not just for transaction processing but also for e-messaging and information retrieval and dissemination,
later known as e-business. His definition of the new mass communications medium as 'participative'
[interactive, many-to-many] was fundamentally different from the traditional definitions of mass
communication and mass media and a precursor to the social networking on the internet 25 years later.

In march 1980 he went on to launch redifon's office revolution, which allowed consumers, customers, agents,
distributors, suppliers and service companies tobe connected on-line to the corporate systems and allow
business transactions to be completed electronically in real-time.
During the 1980s he designed, manufactured, sold, installed, maintained and supported many online
shopping systems, using videotex technology. These systems which also provided voice response and
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handprint processing pre-date the internet and the world wide web, the ibm pc, and microsoft ms-dos, and
were installed mainly in the uk by large corporations.The first world wide web server and browser, created by
tim berners-lee in1990, opened for commercial use in 1991. Thereafter, subsequent technological
innovations emerged in 1994: online banking, the opening of an online pizza shop by pizza hut, netscape's ssl
v2 encryption standard for secure data transfer, and intershop's first online shopping system. The first secure
retail transaction over the web was either by netmarket or internet shopping network in 1994, immediately
after, amazon.com launched its online shopping site in 1995 and ebay was also introduced in 1995. Alibaba's
sites Taobao and tmall were launched in 2003 and 2008, respectively. Retailers are increasingly selling goods
and services prior to availability through pretail for testing, building, and managing demand

2.2 Online Shopping In India

The birth and growth of internet has been the biggest event of the century. E- commerce in India has come a
long way from a timid beginning in the 1999- 2000 to a period where one can sell and find all sorts of stuff
from a high end product to a meager peanut online. Most corporations are using internet to represent their
product range and services so that it is accessible to the global market and to reach out to a larger range of
their audience.

E-commerce revenues in the country are projected to reach rs 2,300 crore in the year 2011-12, growing at 95
per cent over 2009-10(source: internet and mobile association of India, (IAMAI). This pertains to the
business-to-consumer (b2c) segment. It may be too early to do a comparison with the e-commerce scenes in
countries such as the us where billions of dollars are spent online but the business in India is growing
exponentially every year, albeit from a smaller base, the total revenues have reached a respectful size.

2.3 Recent Developments

The number of users logging on to the internet is growing by leaps and bounds. The number of Indians who
are online is expected to touch to 100 million by 2012-13, from the present 38.5 million according to the
research conducted by IAMAI. The numbers indicate a growing sense of comfort with the use of internet for
shopping. Accompanying this growth, there is an increasing maturity in the way people use the internet. It's
a classical curve. Online users typically start by using e-mail, gradually move on to browsing for news,
information and entertainment, and finally graduate to shopping and conducting business online. Online
sales have registered a huge jump and what was a concept five years ago is now beginning to hit the
mainstream levels. Roughly 10 percent of the world's population more than 627 million people have shopped
online at least once, in India it is just sprouted and beginning to perish. Internet is now going beyond the
simple exchange of information to a shopping paradise. This medium is far bigger than expected, but many
retailersand marketers are not using it to its full potential.
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Indian customers are increasingly getting comfortable with online shopping, and there is a higher
acceptability for the concept. India has 25 million internet users and more is now turning to online shopping.
There has been an influx of online shopping sites in India with many companyies hitching onto the internet
bandwagon. The revenues from online shopping are expected to more than double by 2011-12. According to
IAMAI, the average number of transactions per month in India has gone up from 2 lakh in 2008-09 to 4.4 lakh
in 2009-10 and has doubled to 7.95 lakh transactions per month in the year 2010-11. The online sales during
the festival season had increased rapidly especially during diwali and ramzan which recorded a sales of rs 115
crore, a 117 per cent increase from the rs53 crore in the year 2004-05(source IAMAI). These figures clearly
show that online shopping has truly come of age and consumers are keen to shop on the net. Effective
customer communication on products plus reduced shipping costs and timely delivery has helped online
marketers to seize a slice of the Rs 115 crore sales.

Online shopping has become the latest trend among shoppers. Indians are becoming more comfortable with
e-commerce. The consumer's attitude has been evolving towards online purchases. It has become
increasingly positive over the years. The attitudes that drive people to shop online, such as convenience,
price comparison and choice are improving tremendously in India.

Through a miniscule amount in the global context, the Indian online shoppers' population would make its
presence felt quite remarkably. The potential of the Indian e-market can be gauged from the fact that 16
percent of Indian consumers want to buy online in the next six months, making it the third most online-
potential country after Korea (28 percent) and Australia (26 percent) (source:imrb). This is an indication of a
growing breed of Indian consumers who are not only better equipped but also more confident of the online
transactions. Indian businesses have also grown mature enough to move up the It curve and they are
considering business to consumer (b2c) e-commerce a viable revenue model. Some Of the companies that
have benefited are baazee.com, indiatimes.com,rediff.com, indiamart.com, fabmart.com, traveljini.com and
sifymall.com.

Indiamart.com has witnessed a growth of more than ten times in just two years in its online gifts domain. In
the online travel domain, the company was able to generate an average $8,000 worth of room
bookings/month for its premium client. It is expected to touch $15-20,000/month/client by the year-end,
which is over 100 percent growth (source:indiamart). Brick-and-mortar businesses are also building up e-
commerce revenues. In the year 2005-06 Samsung India recorded a 120 percent jump in online buying from
its site over the year 2004- 05 (source: samsung). Nirula's witnessed more than double growth in its b2c e-
commerce revenues in the year 2005-06 and is positive for the next one to two years (source: nirula's).
Companies like ebay india have seen a large increase in the number of sellers and buyers from band c cities
and in a year the ebay community (buyers and sellers) base has increased to 1.7 million users, which shows
that more Indians are shopping online (source: eBay). Online sales are currently marked by a single digit
growth, but the leading garment retailers like pantaloon, shoppers' stop and globus have already made
business strategies to enter into the world of e-retailing. Famous apparel brand zodiac has already
started online stores. The main motive of these retailers through online sales is to reach the global markets
and the small towns where they do not have the outlets. Thus the India's internet shopping sector is
preparing for a massive growth, which is fuelled by increasing broadband usage and growing e-commerce.

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2.4 Online Activities

The internet has entered the mainstream consciousness over the past decade. This has happened primarily
because the web has got a graphical interface and internet has moved from governmental control to private
hands. The activities which are happening on the internet are email and instant messaging, general web
surfing or browsing, reading news, hobby searches, entertainment searches, shopping and buying online,
medical information searches, travel information searches, tracking credit cards, and playing games.

Communication i.e. Email, chat or instant message is the basic activity for which internet is used. It is the
single most important reason for people to go online. E-mail provides the opportunity to communicate more
often with a much broader circle of people than one can reach by telephone or by mail in a convenient way.
In India too email constitutes the major activity on the internet. It was found that more elderly people are
increasingly using email as compared to the younger generations.

In India the top five online activities are e-mail, surfing, chatting, search and job search. Some of the sites,
which are commonly used for these particular activities, are:

 Yahoo -most preferred communication portal, tops for email and chat
 Indiatimes-best event and sports news provider.
 Naukri-best recruitment portal
 Google-best information domain
 Shaadi-best for matrimonial services
 Ebay-best online shopping portal

In India online trading, travel, recruitment, ticketing, real estate, classifieds and social networking are a few
spheres ripe for investment.

2.5 Banking & Trading

The net banking is increasing and it is estimated that 4.6 million internet users are using internet for banking
purposes and it is expected to grow to 16 million plus by 2009-13 (source IAMAI). Trading stocks is also
becoming a fast booming activity amongst the Indians. The traders feel that trading through internet is not
that cheap but the convenience provided by online trading is worth the costs involved. Traders can keep a
regular check on various stocks and it is easier to compare them. They can not only buy and sell stocks but
21
can also find the track record of various stocks, do technical analysis, can access live news from international
news agencies such as reuters, enbe and can find opinions from other leading brokers which help them do
decide whether to buy or sell. More and more traders today are making the immense use of these services,
which shows that there is a huge potential in this sector.

2.6 Online Ticketing

The growth in the online travel business today is phenomenal. The Indian online travel business is worth
$350-400 million and is growing at 40-50 per cent year by year, as the online population of the country is
estimated to be 25 millions (source:imrb). There has been a significant increase in online ticket booking in
India with a double-digit growth, which has also lead to an increase in Indian tourism. This growth in the
travel industry has definitely leaded to the increase in the travel portals. The scope for growth is immense in
this sector as more Indians are using the internet.

Travel sites like makemytrip.com (mmt) has been growing at about 20 per cent month-on-month, for the last
four months, selling 1,400 tickets a day on an average (source: makemytrip.com). The online bookings in
India was mainly stared because of the low cost carriers like air deccan which sells most of it tickets online.
The revenue of the Indian railway catering and tourism corporation (irctc) has also increased phenomenally
because of the online ticketing. The advantages of online ticketing are both for providers and for consumers
as the providers benefit from infrastructure cost while for users it is a convenient way to book tickets.

Thus internet has become an indispensable part of life and has reduced the world to a global village. Many
corporates are getting into this bandwagon, as there seem to be a humongous growth in the coming years.
Airline, cinema, hotel bookings, etc are all increasingly going online. The future of online business is bright
therefore companies are providing more convenient services to the consumers and thereby changing their
mindsets and attitudes towards life.

It is a fact that a great online shopping revolution is expected in India in the coming years. There is a huge
purchasing power of a youth population aged 18- 40 in the urban area.

If we observe the growth of Indian online transactions (info by: IAMAI), it is getting doubled year by year.
The usage of internet in India is only 4% of the total population. This is also getting increased day by day as
the costs of computers are decreasing and net penetration is increasing. The cost of internet usage is also
getting lower, with good competition among the providers. Wi-fi & wimax is also getting tested in Bangalore
and other cities in India. This will increase the usage as it goes more on wireless internet.
Indians are providing every time that they can beat the world when it comes to figure of online
shopping .more and more Indians are going to online shopping and the frequency of Indians online buying is
crossing the overall global averages

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2.7 Factors That Boost Online Shopping In India

 Rapid growth of cyber cafes across India

 Access to information
 The increase in number of computer users
 Reach to net services through broadband
 Middle-class population with spending power is growing. There are about 200 million of middle-class
population good spending powers. These people have very little time to spend for shopping. Many of
them have started to depend on internet to satisfy their shopping desires.

2.8 Few facts about online shopping

The figures from IAMAI show that the internet users in India will grow to 200 million by 2010. Around 25% of
regular shoppers in India are in the 18-25 age groups, and 46% are in the 26-35-year range

 Indian online matrimonial sector is worth around $230 million.

 Worldwide e-commerce is only growing at the rate of 28%, since India being a younger market, the
growth of e-commerce is expected at 51% in the coming years.
 In line with global trends finally India has also started shopping online these days. As per the study by
IAMAI online shopping in India has rose from $11 million in 1999-
2000 to $522 million in 2005 and it is expected to rise above $700 million by end march 2018
 Indians are also shopaholics like other Asians. There is a strong booming young adult population in
India with good levels of disposable income.

2.9 In India
Over $50 billion and growing rapidly - most popular online shopping products include: books (45%),
electronic gadgets (42%), railway tickets (38%), accessories apparel (35%), apparel (35%), gifts (34%),
computer and peripherals (32%), airline tickets (28%), music downloads (21%), movie downloads (21%),
hotel rooms (22%), magazines (18%), tools (16%), home appliances (16%), toys (16%), jewelry (17%), movie
ticket (15%), etc.

2.10 Payments
Online shoppers commonly use a credit card to make payments, however some systems enable users to
create accounts and pay by alternative means, such as:

 Billing to mobile phones and landlines

 cash on delivery (c.o.d., offered by very few online stores)
 cheque/ check
 debit card
 Direct debit in some countries
23
  electronic money of various types
 gift cards
 postal money order
 wire transfer/delivery on payment

Some sites will not accept international credit cards, some require both the purchaser's billing address and
shipping address to be in the same country in which site does its business, and still other sites allow
customers from anywhere to send gifts anywhere. The financial part of a transaction might be processed in
real time or might be done later as part of fulfilment process
2.11 Advantages

 Convenience
Online stores are usually available 24 hours a day, and many consumers have internet access both at work
and at home. Other establishments such as internet cafes and schools provide
access as well. A visit to a conventional retail store requires travel and must take place during business
hours.

In the event of a problem with the item it is not what the consumer ordered, or it is not what they expected-
consumers are concerned with the ease with which they can return an item for the correct one or for a
refund. Consumers may need to contact the retailer, visit the post office and pay return shipping. and then
wait for a replacement or refund. Some online companies have more generous return policies to compensate
for the traditional advantage of physical stores. For example, the online shoe retailer zappos.com includes
labels for free return shipping, and does not charge a restocking fee, even for returns which are not the
result of merchant error. (note: in the united kingdom, online shops are prohibited from charging a
restocking fee if the consumer cancels their order in accordance with the consumer protection (distance
selling) act 2000).

• Information And Reviews

Online stores must describe products for sale with text, photos, and multimedia files, whereas in a physical
retail store, the actual product and the manufacturer's packaging will be available for direct inspection
(which might involve a test drive, fitting, or other experimentation).

Some online stores provide or link to supplemental product information, such as instructions, safety
procedures, demonstrations, or manufacturer specifications. Some provide background information, advice,
or how-to guides designed to help consumers decide which product to buy. Some stores even allow
customers to comment or rate their items. There are also dedicated review sites that host user reviews for
different products. Reviews and now blogs gives customers the option of shopping cheaper org anise
purchases from all over the world without having to depend on local retailers.

24
In a conventional retail store, clerks are generally available to answer questions. Some online stores have
real-time chat features, but most rely on e-mail or phone calls to handle customer questions.

 Price And Selection

One advantage of shopping online is being able to quickly seek out deals for items or services with many
different vendors (though some local search engines do exist to help consumers locate products for sale in
nearby stores). Search engines, online price
comparison services and discovery shopping engines can be used to look up sellers of a particular product or
service.

Shipping costs (if applicable) reduce the price advantage of online merchandise, though depending on the
jurisdiction, a lack of sales tax may compensate for this.

Shipping a small number of items, especially from another country, is much more expensive than making the
larger shipments bricks-and-mortar retailers order. Some retailers (especially those selling small, high-value
items like electronics) offer free shipping on sufficiently large orders.

Another major advantage for retailers is the ability to rapidly switch suppliers and vendors without disrupting
users' shopping experience.

2.12 Disadvantages

 Fraud And Security Concerns

Given the lack of ability to inspect merchandise before purchase, consumers are at higher risk of fraud on the
part of the merchant than in a physical store. Merchants also risk fraudulent purchases using stolen credit
cards or fraudulent repudiation of the online purchase. With a warehouse instead of a retail storefront,
merchants face less risk from physical theft.

Secure sockets layer (ssl) encryption has generally solved the problem of credit card numbers being
intercepted in transit between the consumer and the merchant. Identity theft is still a concern for consumers
when hackers break into a merchant's web site and steal names, addresses and credit card numbers. A
number of high-profile break-ins in the 2000s has prompted some us. states to require disclosure to
consumers when this happens. Computer security has thus become a major concern for merchants and e-
commerce service providers, who deploy countermeasures such as firewalls and anti-virus software to
protect their networks.

25
Phishing is another danger, where consumers are fooled into thinking they are dealing with a reputable
retailer, when they have actually been manipulated into feeding private information to a system operated by
a malicious party. Denial of service attacks are a minor risk for merchants, as are server and network outages.

Quality seals can be placed on the shop web page if it has undergone an independent assessment and meets
all requirements of the company issuing the seal. The purpose of these seals is to increase the confidence of
the online shoppers; the existence of many different seals, or seals unfamiliar to consumers, may foil this
effort to a certain extent. A number of resources offer advice on how consumers can protect themselves
when using online retailer services. These include:

 Sticking with known stores, or attempting to find independent consumer reviews of their
experiences; also ensuring that there is comprehensive contact information on the website before
using the service, and noting if the retailer has enrolled in industry oversight programs such as trust
mark or trust seal.

 Before buying from a new company, evaluate the website by considering issues such as: the
professionalism and user-friendliness of the site; whether or not the company lists a telephone
number and/or street address along with e-contact information; whether a fair and reasonable
refund and return policy is clearly stated; and whether there are hidden price inflators, such as
excessive shipping and handling charges.

 Ensuring that the retailer has an acceptable privacy policy posted. For example note if the retailer
does not explicitly state that it will not share private information with others without consent.

 Ensuring that the vendor address is protected with ssl (see above) when entering credit card
information. If it does the address on the credit card information entry screen will start with "https".

 Using strong passwords, without personal information. Another option is a "pass phrase," which
might be something along the lines: "i shop 4 good a buy!!" these are difficult to hack, and provides a
variety of upper, lower, and special characters and could be site specific and easy to remember.

Although the benefits of online shopping are considerable, when the process goes poorly it can create a
thorny situation. A few problems that shoppers potentially face include identity theft, faulty products,
and the accumulation of spyware. Whenever you purchase a product, you are going to be required to put
in your credit card information and billing/shipping address. If the website is not secure a customers
information can be

26
 accessible to anyone who knows how to obtain it. Most large online corporations are inventing new ways
to make fraud
More difficult, however, the criminals are constantly responding to these developments with new ways to
manipulate the system. Even though these efforts are making it easier to protect yourself online, it is a
constant fight to maintain the lead. It is advisable to be aware of the most current technology and scams out
there to fully protect yourself and your finances. One of the hardest areas to deal with in online shopping is
the delivery of the products. Most companies offer shipping insurance in case the product is lost or
damaged; however, if the buyer opts not to purchase insurance on their products, they are generally out of
luck. Some shipping companies will offer refunds or compensation for the damage, but it is up to their
discretion if this will happen. It is important to realize that once the product leaves the hands of the seller,
they have no responsibility (provided the product is what the buyer ordered and is in the specified
condition).

 Lack Of Full Cost Disclosure

The lack of full disclosure with regards to the total cost of purchase is one of the concerns of online shopping.
While it may be easy to compare the base price of an item online, it may not be easy to see the total cost up
front as additional fees such as shipping are often not be visible until the final step in the checkout process.
The problem is especially evident with cross-border purchases, where the cost indicated at the final checkout
screen may not include additional fees that must be paid upon delivery such as duties and brokerage. Some
services such as the Canadian based wishabi attempts to include estimates of these additional cost, but
nevertheless, the lack of general full cost disclosure remains a concern.

 Privacy
Privacy of personal information is a significant issue for some consumers. Different legal jurisdictions have
different laws concerning consumer privacy, and different levels of enforcement. Many consumers wish to
avoid spam and telemarketing which could result from supplying contact information to an online merchant.
In response, many merchants promise not to use consumer information for these purposes, or provide a
mechanism to opt-out of such contacts.
Many websites keep track of consumers shopping habits in order to suggest items and other websites to
view. Brick-and-mortar stores also collect consumer information. Some ask for address and phone number at
checkout, though consumers may refuse to provide it. Many larger stores use the address information
encoded on consumers' credit cards (often without their knowledge) to add them to a catalog mailing list.
This information is obviously not accessible to the merchant when paying in cash or through a bank (money
transfer, in which case there is also proof of payment).

2.13 Major Reasons For Online Shopping

2.13.1 Shopping online is convenient for anyone, anytime.
The usual trouble with business hours is that they are the same for pretty much everyone. both shoppers and
retailers. While movies portrait people as care- free, on-the-go individuals, the reality is that much of the

27
time people are either stuck in an office, stuck in traffic or just at home, spending time with the family. Say
customer x remembers he needs to buy a new pair of shoes at 2 pm, while still at work. Will it be possible for
him to drive to the closest store? Will he just go online and buy his favourite pair of shoes, from a wide
selection of brands and offers. Of course it's the latter which brings us to...

2.13.2 Shopping online is easier and less stressing

Think about shopping centers. Picture the people, the crowd, the options. Hear the noise. Now think about
looking for a parking space, walking to the mall, walking some more from store to store. Trying on maybe
going home empty handed. Shopping online is just easier. Customers choose it because it's stress- free, it's
rational and will get the best deal without spending a whole afternoon looking for a pair of pants.

2.13.3 Shopping for products unavailable in the near area

Not longer than 10 years ago, most shoppers would have had to choose between the products available in
the nearest store or not buy anything at all. There was no "shopping for that special bottle of wine I saw last
year in Paris". If the local wine store was not selling it, well it simply wasn't worth the hassle to look for it
anymore. Now consumers can just "Google" a particular brand or product and someone, somewhere, will be
ready to sell it and ship it.

2.13.4 Easier to compare offers

There is an easy comparison of matter of convenience rather than pricing. Comparing prices online is way
easier than any of the options offline stores have.

2.14 Consumer Satisfaction And Loyalty In The Online Market

Investing in consumer satisfaction from the online experience and creating brand or site loyalty are critically
important for companies that want to have a long run presence on the web. There are two approaches taken
to induce loyalty into consumers in an online context. One approach is to focus on concrete factors. For
example, creating a convenient and well-designed online store and offering secure transactions are the
keystones of satisfying e-consumers (szymanski and hise, 2000). However, all satisfied consumers do not
become loyal. Personalization attempts and increasing the social value of online experiences are very
important to make consumers build strong brand relationships in the cyber world. Although nunes and
kambil (2001) argue the opposite, some studies find that personalized web sites and customer communities
are highly influential on the consumer brand relationship especially for experienced internet consumers
(thorbjornsen, 2002). Besides, businesses that can create trust and increase the perceived value of online
shopping can turn their satisfied consumers into loyal ones in the e-marketing environment, too (anderson
and srinivasan, 2003).

28
 CHAPTER-3
ANALYSIS AND INTERPRETATION

29
3.0 An Introduction on Data Analysis

The process of evaluating data using analytical and logical reasoning to examine each component of the data
provided. This form of analysis is just one of the many steps that must be completed when conducting a
research experiment. Data from various sources is gathered, reviewed, and then analyzed to form some sort
of findings or conclusion. There are a variety of specific data analysis method, Some of which include data
mining, text analytics, business intelligence, and data visualizations.

Data analysis is a practice in which raw data is ordered and organized so that useful information can be
extracted from it. The process of organizing and thinking about data is key to understanding what the data
does and does not contain. There are a variety of ways in which people can approach data analysis, and it is
notoriously easy to manipulate data during the analysis phase to push certain conclusions or agendas. For
this reason, it is important to pay attention when data analysis is presented, and to think critically about the
data and the conclusions which were drawn.

30
The objectives of the research were studied with respect to a regular online shopper who shopped more
than once because they would be the right respondent to give an insight about the online shopping.
Therefore it is firstly important to understand who is a regular online shopper. In the survey the respondents
where asked the following questions which helped to know about a regular shopper.

Table no3.1
Classification of respondents on the basis of age

criteria No of respondents % of respondents

Below 20 years 25 25
20-30 35 35
30-40 15 15
Above40 25 25
total 100 100
Source:-Primary data
Graph No:3.1
Graphical representation of respondents on the basis of age

31
 respondents age

below 20 years 20-30 30-40 above40

INFERENCE
From the above table25% of respondents are below 20 years of age , 35% are between 20 and 30
years,15% are between 30 and 40 years of age remaining 25% are above 40 years of age

Table no:3.2
Education qualification

Creteria No of respondents % of respondents

Non-matriculate 3 3
matriculate 8 8
graduate 35 35
postgraduate 54 54
total 100 100
Source:-primary data
Graph No:3.2
Graphical representation of educational qualification

32
 Column1

non matriculate matriculate graduate postgraduate

INFERENCE
89% of the shopping has been done by the regular shopper whose is educated with a graduate or
postgraduate degree. This shows that frequency of purchase is more in case of a higher educated regular
shopper as compared to a online shopping done by a regular online shopper with matriculate (8%) and non
matriculate (3%).

TABLE NO:3.3
Classification of respondents on gender basis

criteria No of respondents
Male 60
female 40
total 100
Source:-Primary data

Graph No:3.3
Graphical representation of respondents on gender basis

33
 Column1

male female

INFERENCE
From the above table it is clear that 60% of the respondents are male and remaining 40% are female respond

Table no:3.4
Average monthly income

Criteria No of respondents % of respondents

Less than rs5000 5 5
Rs5000-rs10000 40 40
Total rs10000-rs25000 40 40
Rs25000-rs50000 10 10
Above rs50000 5 5
Total 100 100

34
 Column1

less than rs5000 rs5000-rs10000 totalrs10000-rs50000

rs25000-rs50000 abovers50000

INFERENCE
From the above table it is clear that 40% of the respondents belongs to the category of monthly income
(5000-10000) and (10000-25000). 10% to the category (25000-50000). So we are considering a more than
average family people those who are in touch with online shopping and trends

Table no :3.5
Do you use internet for shopping

Criteria No of respondents % of respondents

Yes 65 65
No 35 35
Total 100 100
Source:-primary data
Graph no:3.5
Graphical representation of the use of internet for shopping

35
 Yes No

INFERENCE
The research showed that 65% of the internet users had shopped online while 35% had not bought anything.
This is mainly because of the changing lifestyle and taste patterns. The following question helped to
understand who is a regular online shopper among the 65% who had indulged into online shopping

Table No:3.6
How long you make online shopping

criteria No of respondents % of respondents

1-2 years 70 70
More than 2 years 30 30
total 100 100
Source:- primary data
Graph no:3.6
Graphical representation of make online shopping

36
 1-2 years more than 2 years

INFERENCE
From the above table it is clear that 70% of the respondents making online shopping for last 2 years only and
remaining 30% are using in for more than 2 years.

Table No:3.7
Familiar with the procedure for online shopping

criteria No of respondents % of respondents

yes 70 70
no 30 30
total 100 100
Source:-primary data
Graph no:3.7
Graphical representation of making online shopping

37
 yes no

INFERENCE
From the above table it is clear that 70% of the respondents are familiar with the procedure for online
shopping and remaining 30% are not familiar with it.

TableNo:3.8
Rate the quality of product supplied through online shopping

criteria No of respondents % of respondents

excellent 40 40
good 30 30
Average 20 20
bad 10 10
total 100 100
Source:-Primary data
Graph no:3.8
Graphical representation of quality product supplied through online shopping

38
 excellent good average bad

INFERENCE
Majority of the respondents rate the quality of product through online shopping is excellent that is about
40%, 30% rate it as good. Also there is a small respondents rate it as bad.

Table no:3.9
Online shopping will save your time

criteria No of respondents % of respondents

yes 80 80
no 20 20
total 100 100
Source:-Primary data
Graph no:3.9
Graphical representation of online shopping will save your time

39
 yes no

INFERENCE

From the above table it is clear that 80% of the respondents agrees that online shopping will save your time
and remaining 20% disagrees with it.

Table no:3.10
Rate the price of goods supplied through online shopping

Criteria No of respondents % of respondents

Excellent 40 40
good 30 30
average 20 20
bad 10 10
total 100 100
Source:-primary data
Graph no :3.10
Graphical representation of price of goods supplied through online shopping

40
 excellent good average bad

INFERENCE

Majority of the respondents 40% rates the price of goods as excellent. While 30% rates it as good. 20% rate it
as average. Also there is a 10% of bad rating also there.

Table no:3.11
Goods are supplied through online shopping in time

criteria No of respondents % of respondents Source:-

yes 80 80 primary data
No 20 20
total 100 100
Graph no:3.11

41
Graphical representation of goods are supplied through online shopping in time

yes no

INFERENCE

From the above table it is clear that 80% of the respondents agrees that goods are supplied through online
shopping on time and remaining 20% disagrees with it.

Table no:3.12
Fraud experience through online shopping

criteria No of respondents %of respondents

yes 70 70
No 30 30
total 100 100
Source:-primary data
Graph no:3.12
Graphical representation of fraud experience through online shopping

42
 yes no

INFERENCE

From the above table it is clear that 70% of the respondents agrees that they faced some fraud experience
and remaining 30% disagrees with it.

Table no:3.13
Rate the service in online shopping

Criteria No of respondents % of respondents

excellent 20 20
good 30 30
average 40 40
Bad 10 10
Total 100 100
Source:-Primary data
Graph no:3.13

43
 Graphical representation of rate the service in online shopping

excellent good average bad

INFERENCE

Majority of the respondents 40% rates the services in online shopping is average. While 30% rates it as good.
20% rate it as excellent. Also there is a 10% of bad rating also there.

Table no:3.14
Rate the packing of material in online shopping

Criteria No of respondents % of respondents

Excellent 20 20
Good 30 30
Average 40 40
Bad 10 10
Total 100 100
Source :-Primary data
Graph no:3.14
Graphical representation of rate the packing of material in online shopping

44
 excellent good average bad

INFERENCE
Majority respondents 40%rate of packing material is average .while30%rate is good ,20% rate it as excellent.
And also 10% of bad rating

Table no :3.15
The description specified in display tally with the actual commodity

Criteria No of respondents % of respondents

Yes 60 60
No 40 40
Total 100 100
Source:- primary data
Graph no:3.15
Graphical representation of the description specified in display tally with the
actual commodity

45
 yes no

INFERENCE
From the above table it is clear tha60% of respondents agress display specified in display tally with the
actual commodity and remaining 40 are disagree it

Table no :3.16
Rate the overall performance in online shopping

criteria No of respondents % of respondents

excellent 50 50
good 30 30
average 10 10
bad 10 10
total 100 100
Source:-primary data
Graph no:3.16
Graphical representation of rate the overall performance in online shopping

46
 Sales

excellent good average bad

INFERENCE
Majority of respondents 50% rates the overall performance in online shopping is excellent and 30% rate it as
good and 10% rate it as average and 10% rate it also as bad

Table no:3.17
Frequently did you purchase online

criteria No of respondents % of respondents

Only once 30 30
2-4 times 50 50
More than 5times 10 10
More than 6 times 10 10
total 100 100
Souec data:-primary data
Graph no:3.17
Graphical representation frequently did you purchase online

47
 only once 2-4 times more than5 times more than6 times

INFERENCE
From the above table only once 20% respondents frequently use online purchase and majority of 50% of
respondents use 2to4 times and 10% more than5times and also it as 10% more than 6times

Table No:-3.18
Main motivation for buying through internet

Criteria No of respondents % of respondents

convenience 40 40
Price 20 20
Saves time 30 30
availability 10 10
Total 100 100
Source:- primary data
Graph no:3.18
Graphical representation of main motivation for buying through internet

48
 convenience price save time availability

INFERENCE
Majority respondents 40% rate it is convenient and 20% rate it is less price and 30% rate it save time and last
10% rate it has availability

Table no:3.19
Most preferred online shopping site

Criteria No of respondents % of respondents

Ebay 5 5
Flipkart 40 40
Amazon 50 50
snapdeal 3 3
None of these 2 2
Total 100 100
Source:-primary data
Graph no:3.19
Graphical representation for most preferred online shopping site

49
 ebay flipkart amazon snapdeal non of these

INFERENCE
Majority of respondents rate 50% for amazon and40% rate flipkart and 5% use ebay and 3% use snapdeal
and 2% is non of these

Table No:3.20
Recommend online shopping to others

Criteria No of respondents % of respondents

Yes 80 80
No 20 20
Total 100 100
Source :-primary data
Graph No:-3.20
Graphical representation for recommend online shopping to others

50
 yes no

INFERENCE
Majority of respondents rate 80% recommend online shopping to others and 20% respondent disagree it

Table no3.21
Actively check for secure online shopping during online transaction

criteria No of respondents % of respondents

yes 80 80
no 20 20
total 100 100
Source:-primary data
Graph no:3.20
Graphical representation for actively check for secure online shopping during online shopping

51
 yes no

INFERENCE
From the above 80% of respondents rate yes and 20% of respondents disagree with it

Table No:3.22
Confident with Security of personal information in when shopping online

criteria No of respondents % of respondents

excellent 30 30
Good 40 40
average 20 20
bad 10 10
total 100 100
Source:-primary data
Graph No:-3.22
Graphical representation for confident with security of personal information in when shopping online

52
 excellent good average bad

INFERENCE
From the above majority of 30% respondents rate excellent and 40% of respondents rate good and 20%
rate average and 10% rate bad

Table no:3.23
Encounter any difficulties finding products on these website

criteria No of respondents % of respondents

yes 80 80
no 20 20
total 100 100
Source:-primary data
Graph no:3.23
Graphical representation of encounter any difficulties finding products on these website

53
 yes no

INFERENCE
Majority of respondents 80% rate it as yes and balance 20% of respondents disagree with it

Table no:3.24
Check for secure payment option during online transaction

criteria No of respondents % of respondents

daily 40 40
weekly 30 30
monthly 20 20
yearly 10 10
total 100 100
Source :-primary data
Graph no:3.24
Graphical representation for check secure payment option during online transaction
54
 45

40

35

30

25

20

15

10

0
daily weekly monthly yearly

INFERENCE
From the above 40% of respondents rate daily .30% of respondents rate weekly and the 20% of respondents
rate monthly and also it as 10% of rate for yearly

Table no:3.25
Satisfied with the Refund and return process for online shopping

Criteria No of respondents % of respondents

Very satisfied 30 30
Satisfied 40 40
Not satisfied 20 20
Not sure 10 10
Total 100 100
Source :-primary data
Graph no:3.25
Graphical representation for refund and return process for online shopping

55
 very satisfied satisfied not satisfied not sure

INFERENCE
Majority of respondents rate 30% for very satisfied and 40% rate satisfied and 20% rate not satisfied and at
last 10% rate not sure

56
 CHAPTER-4
FINDINGS, SUGGESTIONS AND CONCLUSION

57
4.0 Findings

 The findings show that internet usage has increased over the years and it is leading to an increase in
online shopping and also shows the consumers attitude and perception towards online shopping.

 Communication still forms the major activity among the large number of online shoppers as 32% of
regular online shopper use internet for communication as compared to shopping (10%).

 The most important motivating factor, which influenced the online shopping, was convenience
followed by time saving and price. Regular online shoppers considered convenience as the main
motivating factor while buying and were less price sensitive.

 The online marketers should attempt to differentiate their products or services making the
comparison easier. The marketers should bring out innovative ways so that the consumers can do
more online shopping while taking the full advantage of rich information, easy access and
convenience of the internet.

 One of the main concerns among the online shoppers was privacy and security. Another reason that
hindered online shopping was the touch factor.

 Around 25% of regular shoppers in India are in the 18-25 age groups, and 46% are in the 26-35-year
range.

58
4.1 Suggestions

 As there are no proper laws for online purchases, they have to be implemented to prevent the
anonymous intruders.

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

 One of the major drawbacks that the respondents have felt is no proper returning policy to the
product. After getting opinion from the respondent if the above said problem occurs, then they
should be guided in a proper way to return the product.

 The vendors and service providers should avoid hidden charges. This will help to avoid increase in
price of product.

 Website design and quality creates a positive impact on online shopping satisfaction.

 The respondents face major problems on theft of credit card information, and lack of security on
online payments. Implementing precautionary steps to solve these problems shall create consumer
confidence on online shopping.

 The reliability and responsiveness of the delivery system is the key success factor for any online
business and this will attract the consumers repurchase intention.

 Developing regional language oriented websites would help new comers to enhance their knowledge
and also to increase the online purchasers

59
4.2 Conclusion

The e-commerce is one of the biggest things that have taken the business by a storm. It is creating an entire
new economy, which has a huge potential and is fundamentally changing the way businesses are done. It is
believed that electronic commerce will become a huge industry in the coming years and online shopping is
now becoming a significant part of the consumers satisfaction for proper delivery of the product.

It is concluded that customers are much satisfied in online shopping it is concluded that the quality of
product available in online store are impressed the customers. From the analysis it is clear that eBay is
preferred by most of the customers.

Online shopping is picking up and is becoming a trend. More consumers are indulging into internet shopping
as seen by the research because of the value proposition it offers to a customer such as convenience, 24x7
shopping, doorstop delivery, a broad product selection and the ever-expanding range of unique and unusual
gift ideas as well as increased consumer confidence in shopping on the internet is increasing. The main
motivating factor seen during the research was the convenience and customer service which drives the
people to online shopping as a result today they are buying airline and railway tickets, books, home
appliances, electronic gadgets, movie tickets, etc by logging on to a web site, than driving up to a store as the
research suggest that increase in usage of internet increases the online shopping so there is a need to
increase in broadband penetration as it accelerates the growth of online trade. A huge buyers and sellers
across demographics are shopping online because of the changing lifestyles and shopping habits but the
majority of the users are males.

It was seen that despite the immense possibilities available on the internet it is mainly used for mailing,
chatting and surfing.

60
Bibliography

1. Prussakov evgenii, online shopping through consumer's eyes, am navigator, 2008.

2. Price lisa, the best of online shopping, ballantine books, 2001
3. Simpson paul, online shopping: the rough guide, 3rd edition, 2000
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behaviour, pp-5.87-5.122
5. Tonita perea monsuwe, benedict g. C. Dellaut and koderuyter, what drives consumers to shop online? A
literature review, pp-765-789.
6. Donthu, naveen and adriana garcia (1999), the internet shopper, journal of advertising research, v39 (3),
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13. www.flipkart.com14. www.amazon.com

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 APPENDIX

62
Interview Schedule

Dear Customer,
Sir/Madam,
I am****** doing Bcom commerce with computer application at Kerala University. As a part of my
curriculum I do a project title "A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN
ACCORDANCE WITH KOLLAM DISTRICT". In this regard, please cooperate completing this questionnaire so
that I will be grateful to you.
Kindly highlight/bold your answers.
Personal details

1. Age:
o below 20 yrs
o 20-30 yrs
o 30-40 yrs
o above 40 yrs

2. Educational background:
o non-matriculate
o matriculate
o graduate
o postgraduate

3. Gender:
o Female
o male

4. Average monthly income:

o less than rs. 5,000
o rs. 5,000-rs. 10,000
o rs. 10,000-rs. 25,000
o rs. 25,000-rs. 50,000
o above rs. 50,000

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Name:--------------------------------
Contact no:--------------------------
City:-----------------------------------
5. Have you purchased anything online ever?
o Yes
o No

6. How long that you make online shopping?

o 1-2years
o more than 2 years

7. Are you familiar with the procedure for online shopping

o Yes
o no

8. How will you rate the quality of the product supplied through online shopping?
o excellent
o good
o average
o bad

9. Do you feel that online shopping will save your time?

o yes
o по

10. How will you rate the price of goods supplied through online shopping?
o excellent
o good
o average
o bad

11.Do you feel that the goods are supplied through online shopping in time?
o yes
o no

12.Do you have some fraud experience through online shopping?

o yes
o no

13.How will you rate the services in online shopping?

o excellent
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 o good
o average
o bad

14.how will you rate the packing of material in online shopping

o Excellent
o Good
o Average
o bad

15.Do you feel that the description specified in display tally with the actual commodity?
o Yes
o Nо

16. How will you rate the overall performance in online shopping?
o excellent
o good
o average
o bad

17.How frequently did you purchase online?

o only once
o 2-4 times
o more than 5 times
o more than 6 times

18. What is your main motivation for buying through internet?

o convenience
o price
o saves time
o availability

19. Which is your most preferred online shopping site?

o Ebay
o Flipkart
o Amazon
o Snapdeal
o None of these

20.would you recommend online shopping to others?

o Yes
o No

21.do you actively check for secure payment option during online transaction?
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 o Daily
o Weekly
o Monthly
o yearly

22.how confident your with the security of personal information in when shopping online?
o Excellent
o Good
o Average
o bad

23.have you encounter any difficulties navigating or finding products on these website?
o Yes
o no

24.do you actively check for secure payment option during online transaction?
o Daily
o Weekly
o Monthly
o Yearly

25.how satisfied your are with the return and refund process for online purchase?
o Very satisfied
o Satisfied
o Not satisfied
o Not sure

Your Valuable Suggestions please:

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………………………….
Thank you for spending your valuable time for us....

Signature
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