JYOTHI-FINAL PROJECT

A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING WITH
SPECIAL REFERENCE TO BALLARY CITY
CHAPTER -1
INTRODUCTION/ RESEARCH DESIGN
1.1Introduction
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, 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 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 online shopping because of the
convenience. Online shopping allows you to browse through endless possibilities, and even
offers merchandise that is unavailable in stores.
Shopping via internet eliminates the need to shift through a store’s products with potential
buys like pants, shirts, belts and shoes all slung over one arm. Online shopping also
eliminates the catchy, yet irritating music, as well as the hundreds, if not thousands, of other
like-minded individuals who seem to have decided to shop on the same day. The information
pertaining to the products are stores on the server side (store). The Server process the
customers and 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 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. Once the authorized personnel feed the relevant data into the
system, several reports could be generated as per the security.
VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 1

1.2 Statement of the problem
In India and other countries online shopping plays a dominant role, and playing a dynamic
role. Online shopping also includes some of the issues and barriers such as representing
product misprice (false price), showing low quality products/items in varieties of online
platforms, showing fake ratings on particular products, all customers are not going to see or
touch on particular products while before buying. Some of the customers are going feel
negative perception about online shopping, online shopping are going to deliver the some of
the products are also mismatch products are going to delivery to customers.
1.3 Need of the study
a) A study is benefit to consumers, why because those are get various different
products available in online platforms for buying goods and products.
b) A study is benefit to know the how online shopping is adopted in various
technology and lifestyle.
c) The need of this study is to know the brand loyalty of the online shoppers ad
consumers.
d) This study tried to find the price range people prefer the most and also to know
which features they admire in buying online.
1.4 Importance of the study
a) This study shows the online shopping behavior among youth enables us to
understand the extent to which online shopping is important.
b) Helps to study online shopping is beneficial to reduce the unnecessary using time
and cost while time saving are going to purchase the various products.
c) Helps to know they are the online shopping opportunities is available to the online
shoppers/customers.
d) The study helps to know the consumer loyalty and related to the electron the
performance of business enterprises.
e) The study helps to know the factors affecting for online shopping.
f) The study helps us to know the growing popularity of the online shopping in India
and its importance to the consumers.

1.5 Scope of the study
The study covers the respondents who are purchase products through online in Ballari. The
researcher can research certain customers segments such as the elderly only students, only
female, professional etc. additional sectors such as apparel retailing, fashion products,
consumer electronics, luxury brands, mobile retailing etc. can be researched. Emerging
formats such as airport retailing, online retailing, vending machines, multi level marketing etc,
are also very under researched areas.
1.6 Objectives of the study

a) To find out the satisfaction level of the customers from online purchase.
b) To know the specific reasons for which the customers prefer online shopping.
c) To find out the customers satisfaction level for service provided through the online
shopping.
d) To find out the type of goods purchased more through online shopping.
e) To identify the age of the respondents among which the online shopping is more
popular.
f) To identify the price range of the goods purchased through online shopping.
1.7 Research Methodology
The present study is made to analyse the customer’s satisfaction towards online shopping. it
also aims to analyse the extent of satisfaction level of online shopping. Questionnaires have
been prepared and entrusted to 50 respondents for data collection.
1.8 Period of the study
The study of the period is under taken 3 months.

1.9 Source of the data
This study is fundamentally based on the data collected through primary data. Primary data
was collected by structured interview schedule. It is used during personal interviews.
Interviews are conducted at various public places and at the residence of customers at their
convenience. The primary data collected and recorded by the researcher in the interview
schedule. The various schedules thus filled up are thoroughly checked to ensure accuracy,
consistency and completeness; the primary data which was collected from the 50 online
customers of various parts of four districts of Ballari. The sample size for the research was
decided based on the total population of internet based shopping.
1.10 Limitation of the study
a) The study is based upon the consumer behavior of online shopping.

b) The data collected for the research is fully on primary data given by the
respondent. There is chance for personal bias also.
c) Due to storage of time and other constraints the study has been limited to 50
respondents only.
d) The study covers the respondents selected the random sampling method.
e) The study results hold good only to the sample respondents of Ballari city.

CHAPTER-2
THEORETICAL BACKGROUND OF THE STUDY
2.1 Concept of online shopping
Consumer behavior or buyer behavior is defined as the behavior that consumers display in
searching for purchasing, using, evaluating and disposing of products and services that they
expect will satisfy their needs. Consumer behavior focuses on how individuals make decisions to
spend their available resources (time, money, effort)on consumption related items. That includes
what they buy, why they buy, when they buy it, where they buy it from, how often they buy it,
how often they use it, how they evaluate it after the purchase and the impact of such evaluations
on future purchases and how they dispose of it.
As individuals we all differ in many ways-in likes, dislikes, attitudes, cultural background,
income level etc. despite such difference. There is a common factor among all of us. i.e. above
all consumers. We buy, use, or consumes regularly food, clothing, shelter, transportation,
education, equipment necessities, luxuries, services, ideas. as consumers, we all play an
important role in the overall health of the economy. The buying decisions we make affect the
demand for basic raw materials, for transportation, for production, for banking etc., they also
affect the employment of workers and the deployment of resources, the success of some
industries and the failure of others.
Meaning
Consumer behavior is the study of how individual customers, groups or organizations select,
buy, use, and dispose ideas, goods, and services to satisfy their needs and wants. It refers to the
actions of the consumers in the marketplace and the underlying motives for those actions.
The study of consumer behavior assumes that the consumers are actors in the marketplace. The
perspective of role theory assumes that consumers play various roles in the marketplace. Starting
from the information provider, from the user to the payer and to the disposer, consumers play
these roles in the decision process. The roles also vary in different consumption situations; for
example, a mother plays the role of an influence in a child’s purchase process, whereas she plays
the role of a disposer for the products consumed by the family.

Definition
According to Engel, Blackwell, and Mansard
“Consumer behavior is the actions and decision processes of people who purchase goods and
services for personal consumptions”.
2.2 Nature of consumer behavior
1) Influenced by various factors:-
The various factors that influence the consumer behavior are as follows,
 Marketing factors: such as product design, price, promotion, packaging, positioning, and
distribution.
 Personal factors: such as age, gender, education, and income level.
 Psychological factor: such as buying motives, perception of the product and attitudes
towards the product.
 Situational factors: such as physical surroundings at the time of purchase, social
surroundings and time factor.
 Social factor: such as social status, reference groups and family.
 Cultural factor: such as religion, social class- caste and sub castes.
2) Undergoes a constant change.
Consumer behavior is not static. it undergoes a change over a

period of time depending on the nature of products. For example: kids prefer colorful and fancy
footwear, but as they grow up as teenagers and young adults, they prefer trendy footwear, and as
middle-aged and senior citizens they prefer more sober footwear. The change in buying
behaviors may take place due to several other factors such as increase in income level, education
level, and marketing factors.
3) Varies from consumer to consumer.
All consumers do not behave in the same manner. Different

consumers behave differently. The differences in consumer behavior are due to individual
factors such as the nature of the consumers, lifestyle and culture.

4) Varies from region to region and country to country.
The consumer behavior varies across states, regions and

countries. The consumer behaviour may also various across the states, regions, and countries. it
may differ depending on the upbringing, lifestyles, and level of development.
5) Varies from product to product.
Consumer behaviour is different for different products. There

are some consumers, who may buy more quantity of certain items, and some buy very low or
some buy no quantity of items. For example: teenagers may spend heavily on products such as
cell phones and brands wears for snob appeal, but may not spend on general and academic
reading. A middle-aged person may spend less on clothing, but may invest money in savings,
insurance schemes, pension schemes, and so on.
2.3 CHARECTRERSTICS OF CONSUMER BEHAVIOUR
Consumer behaviour is influenced by cultural, social, personal, and psychological characteristics.
The maximum people will not be able to control these factors, but nevertheless have to
understand them.
1) Cultural characteristics
 Culture factors: like the buyers culture, subculture and social class exert the
broadest and deepest influence on consumer behaviour. Culture is the most
fundamental determinant of person’s wants and behaviour. as a person grows up
in society. he learns a basic set of values, perception, preference, and behaviour
through a process of specialization involving the family and other key institutions.
 Subculture: the main culture includes smaller groups of subcultures within its
fold that provides more specific identification and socialization for its members.
Subcultures like nationally groups, religious groups, racial groups, communities
and geographical areas have distinct characteristics lifestyle.

 Social classes: These are homogeneous social stratifications in society whose

members share similar values, interests, and behaviour. Upper class, middle class,
lower middle class and lower class are such classes.
2) Social characteristics
 Reference groups: reference groups influence buyer behaviour very
strongly. Membership groups can be primary groups which have direct
influence like family, friends, neighbors and co-workers. Secondary
groups can be religious organizations and trade unions.
 Family: members of the buyer’s family can exercise strong influence the
buyer’s behaviour. The family consists of one’s parents, spouse, and
children. Marketing people are interested in the roles and influence of the
husband, wife and children on buying decision.
 Role and status: a buyer may belong to many groups at the same time, like
family, clubs, associations, or organizations. His position in each group
will be specified by his role and status. Such roles and status will also
influence some of his buying decision.
3) Personal characteristics
Buyer behaviour is also influenced by the buyers personal

characteristics, notably his or her age and life –cycle stage, occupation, economic
circumstances, lifestyle, personality, and self-concept.
 Age and life-cycle: the needs, wants and demand for goods and services change
in the buyer lifetime. Buyer tastes in food, clothes, furniture and recreation are all
related, and likely to change, family life cycle consists of stages like young
singles, newly married, married with children (full nest).

 Occupation: buyer consumption pattern is also influenced by his occupation. a

factory worker may buy work cloths ,work shoes, lunch boxes, etc. while a
company executive may buy expensive suits, watches, travels accessions tickets
for air travel, luxury car etc.
 Economic circumstances: economic circumstances of the buyer will affect his

product choice. This consists of his spendable income, saving and assets,
barrowing power and attitude towards spending and savings.
 Lifestyle: lifestyle is an individual’s way or pattern of living, which is reflected in

his activates, interests and opinions. Consumers with the same cultural, sub
cultural, occupational, and social class background could have varying lifestyle.
 Personality and self-concept: personality is the persons distinguishing

psychological characteristics that lead to relatively consistent and enduring
responses to his or her own environment.
4) Psychological characteristics:
Motivation, perception, learning, beliefs and attitudes
also influence buyer behaviour. These are psychological factors.
 Motivation: Buyer’s needs are normally biogenic or physiological and

psychogenic or psychological. When they are aroused to a sufficient level of
intensity they become motives, using the buyer to seek satisfaction.
 Perception: one motivated, how the motivated buyer acts influenced by his or her
perception of the situation. This is how the buyer receives, selects, organizes, and
interprets information. Buyer can emerge with different perception of the same
stimulus object because of three perceptual processes.

 Learning: buyers learn through their actions. Learning involves changes in the
buyer behaviour as a result of his experience. The buyers learning are produced
through the interplay of drivers, stimuli, cues, response, and reinforcement.
 Believes and attitudes: people’s beliefs and attitudes also influence their buyer
behaviour. Beliefs may be founded on knowledge, opinion or faith. it is a
descriptive through that the buyer has about something.
2.4 Types of consumer behaviour

Consumer decision-making varies with the type of buying decision. There are
great difference between buying a tube of toothpaste, a cricket bat, a personal
computer and a new car. The more complex and expensive decisions are likely to
involve more buyer deliberation and more buying information.
a. Complex buying behaviour.
b. Dissonance reducing buyer behaviour.
c. Habitual buying behaviour.
d. Variety seeking buying behaviour.
A) Complex buying behaviour: Consumers go through complex buying behaviour when

they are highly involved in a purchase and aware of significant difference existing among
brands. Consumers are highly involved in a purchase when it is expensive, bought
infrequently risky and highly self-expensive. Typically the consumer does not know how
much about the product category and has much to learn.
B) Dissonance reducing buyer behaviour: Sometimes the consumer is highly involved in a

purchase but sees little differences in the brands. The high involvement again is based on that
the purchase is expensive. Infrequent and risky. in this case the buyer will stop around to
learn what is available but will buy fairly quickly because brand difference are not
pronounced. The buyer may respond primarily to a good price or the convenience of
purchasing at that time or place.

C) Habitual buying behaviour: Many products are bought under condition of low
involvement and the absence of significant brand differences (e.g.: salt). Consumers have
little involvement into his product category. They go to the store and reach for the brand.
These are good evidence that consumers have low involvement with most low cost,
frequently purchased products.
D) Variety seeking buying behaviour: Some buying solutions are characterized by low
consumer involvement but significant brand preference. Here consumers are often observed
to do a lot of brand switching. Brand switching occurs for the sake of variety rather than
dissatisfaction. The marketing strategy is different for the market leader in this product
category and the minor brands.
2.5 Advantages of consumer behaviour
a) Saves from disaster: The failure rate of new product is surprisingly high not
only in highly competitive economies of USA, EUROPE and JAPAN etc. for
instance ,roohafza of handed succeeded well but when other companies tried
like the dabur to produce similar products they could not succeed. Dabur had to
stop production of sharbat, because consumers did not like its tastes. Meghee
become very popular with consumers but when other companies tried they
failed.
b) Helps in development of new products: Before launching a new product

proper study of consumer taste behaviour avoids later failure and loss. This is
particularly true for food items and daily consumption products. It is equally
true for fashion goods like garments, cosmetics, cigarettes and new flavors of
existing products. In certain cases if a products is reintroduced after a long gap
this type of study helps.
c) Helps in reorientation of packaging: A great deal of importance is being

given to packaging for quite some time by marketing department and
marketing research. But whether a particular packaging is liked by consumer
or not is a recent phenomenon. Consumer if likes say packing helps in pursing
sales. Producers of vanaspati (hydrogenated oil), milk, drinks items etc. have
developed utility packaging so that can be used for refilling. In certain cases
this fact is advertised also.

d) Helps in product orientation: The study of consumer behaviour helps find

out why consumers are drifting away from a product or why they do not like
it. For instance, some of Indian toothpastes are being produced for long like
need but it could not capture the market, there are many other instances when
a new product has developed or reoriented to again capture its old glorious
position.
e) Helps in formulating right marketing strategy: If one studies well what

factors will influence demand of a product accordingly production and
marketing strategies can be framed. Normal in initial stages successes in its
washing powder only on account of its price. It gave tough competition to
Hindustan lever, surf the market leader and today normal has become a big
producer.
2.6 Limitations of consumer behaviour.
Consumer behaviour is a psychological process that is important to business and

marketing professionals. Consumer behaviour relates to the identification of consistent
stages of decision making used in every purchase situation.
a) Inconsistency: One of the biggest drawbacks of relying too heavily on

consumer behaviour is that consumers relay apply the same steps in the same way
for every product and service purchase. This makes it more difficult for marketers
trying to stimulate a need or to offer messages that enhance the likelihood of a
purchase that enhance the likelihood of a purchase for their brand.
b) Limited consumer behaviour. Another primary limitation for marketers

using the consumer behaviour model is that consumers sometimes are much less
involved in a purchase decision. For instance someone buying laundry detergent is
generally less a car or washer and dryer, thus the ability of marketers to affect
consumers by analyzing buyer behaviour is limited.

c) Social and cultural influences: Marketers spend significant time trying to

interpret consumer behaviour related to their products, but they must also understand
how each given customer is influenced externally by social relationship and culture
selling barbecue to Americans for the fourth of July is fairly predictable.
d) Applying stimuli: In its consumer behaviour overview by communicating

with stimuli expected to elicit the desired consumer response. For instance a fast
food restaurant may promote its late night drive through window to inspire a desire
from the market.

CHAPTER- 3
INDUSTRY PROFILE AND COMPANY PROFILE
3.1 Introduction to online shopping
Online shopping 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 centre; 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. The largest of these online retailing corporations in India are
Flipkart.com, Amazon.com, Snapdeal.com, eBay.com, Shopclues.com, Myntra.com,
Homeshop18.com, Naaptol.com, and Jabong.com etc. Retail success is no longer all about
physical stores. This is evident because of the increase in retailers now offering online store
interfaces for consumers. With the growth of online shopping, comes a wealth of new market
footprint coverage opportunities for stores that can appropriately cater to offshore market
demands and service requirements.
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 usually enable shoppers to use "search" features to find
specific models, brands or items. Online customers must have access to the Internet and a valid
method of payment in order to complete a transaction, such as a credit card, a debit card. Most
famous online shopping apps are Flip kart, Amazon, Ajar, Myntra etc.
3.2 History of Online Shopping.
One of the earliest forms of trade conducted online was IBM's online transaction
processing (OLTP) developed in the 1960s, which allowed the processing of financial
transactions in real-time. The computerized ticket reservation system developed for American
Airlines called Semi-Automatic Business Research Environment (SABRE).

There, computer terminals located in different travel agencies were linked to a large IBM
mainframe computer, which processed transactions simultaneously and coordinated them so that
all travel agents had access to the same information at the same time. At some point between
1971 and 1971, students at Stanford and MIT used the internet precursor ARPANET to make a
deal to exchange marijuana, but the interaction doesn't qualify as e-commerce because no
money was transferred online.
The emergence of online shopping as it is known today developed with the emergence of the
Internet. Initially, this platform only functioned as an advertising tool for companies, providing
information about their products. It quickly moved on from this simple utility to actual online
shopping transaction due to the development of interactive Web pages and secure
transmissions Specifically, 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 did not need to touch and feel in order to buy. But also
importantly, in the early days, there were few shoppers online and they were from a narrow
segment: affluent, male, 30+. Online shopping has come a long way since those early days and –
in the UK – accounts for significant percentage (depending on product category as percentages
can vary).
3.3 Growth of online shoppers.

Throughout the world online buying has grown exponentially. Growth of online shopping has
been characterized by strong consumer demands & the increasing number and type of good
available. As the number of Smartphone and internet users increased, the horizons of online
marketing have been widened. According to researchers, Indians are increasingly demonstrating
their increased acceptance of mobile based payment methods. More over the number of
consumers has increased drastically.
As the revenues from online sales continued to grow significantly researchers identified different
types of online shoppers, Rohm & Swaminatan identified four categories and named them
"convenience shoppers, variety seekers, balanced buyers, and store-oriented shoppers". They
focused on shopping motivations and found that the variety of products available and the
perceived convenience of the buying online experience were significant motivating factors. This
was different for offline shoppers, who were more motivated by time saving and recreational
motives.

Michael Aldrich, pioneer of online shopping in the 1980s.
English entrepreneur Michael Aldrich was a pioneer of 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 videotext, 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 launched Redifon's Office Revolution, which allowed consumers,
customers, agents, distributors, suppliers and service companies to be connected online 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 videotext technology. These systems which also provided
voice response and 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 in 1989, 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 Internship’s first online shopping system.

The online shopping sector has seen a boom in the Asian region in the recent years. India, the
south East Asian country, had the fastest growing online retail market in 2020-21. The number
of digital buyers across the country was estimated to be approximately 330 million in 2021.
Almost 71 percent of internet users in the region will have purchased products online for the
mentioned time period. The sector is driven by personalised advertisements, attractive discounts,
quick delivery and return infrastructure and a high penetration rate of Smartphone’s. This online
shopping system combined with the comfort of being at home and getting all your choices
delivered to your doorstep has turned the tables for the online shopping sector quite significantly.
3.4 Major participatation Of Online Shopping.
 Customer’s
Online customers must have access to the Internet and a valid method of payment
in order to complete a transaction. Generally, higher levels of education and personal
income correspond to more favorable perceptions of shopping online. Increased exposure
to technology also increases the probability of developing favorable attitudes towards
new shopping channels.
 Customer’s buying behaviour in digital environment

The marketing around the digital environment, customer’s buying behaviour may
not be influenced and controlled by the brand and firm, when they make a buying
decision that might concern the interactions with search engine, recommendations, online
reviews and other information. With the quickly separate of the digital device
environment, people are more likely to use their mobile phones, computers, tablets and
other digital devices to gather information. In other words, the digital environment has a
growing effect on consumer’s mind and buying behaviour.
 Product Selection
Consumers find a product of interest by visiting the website of the retailer directly or by
searching among alternative vendors using a shopping search engine. Once a particular
product has been found on the website of the seller, most online retailers use shopping
cart software to allow the consumer to accumulate multiple items and to adjust quantities,
like filling a physical shopping cart or basket in a conventional store.

 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.
 Bit coin or other crypto currencies.
 Cash on delivery (C.O.D.)
 Cheque/ Check.
 Debit card.
 Direct debit in some countries.
 Electronic money of various types.
 Gift cards.
 Postal money order.
 Wire transfer/delivery on payment.
 Product Delivery
While free shipping remains important, consumers increasingly want convenience,
including being able to pick up orders at local stores or lockers. Loyalty programs with
shipping perks are popular, and many are concerned about how delivery choices affect the
environment. An effective product delivery process increases quality and improves the
satisfaction of the client and enhances the product’s agility.
 Shopping Cart Systems

Simple shopping cart systems allow the off-line administration of products and categories.
The shop is then generated as HTML files and graphics that can be uploaded to a web space.
The systems do not use an online database. A high end solution can be bought or rented as a
stand-alone program or as an addition to an enterprise resource planning program.
 Consumer needs and expectations

According to the output of a research report by Western Michigan University published in
2005, an e-commerce website does not have to be good looking with listing on a lot of
search engines. It must build relationships with customers to make money.

 Market Share
The popularity of online shopping continues to erode sales of conventional retailers. For
example, Best Buy, the largest retailer of electronics in the U.S. in August 2014 reported its
tenth consecutive quarterly dip in sales, citing an increasing shift by consumers to online
shopping. Amazon.com has the largest market share in the United States. As of May 2018, a
survey found two-thirds of Americans had bought something from Amazon (92% of those
who had bought anything online), with 40% of online shoppers buying something from
Amazon at least once a month.
 Market Analysis.
The online shopping sector in India is being driven by the growing internet penetration in the
country, along with a rise in digital awareness. India has more than 430 million internet users,
and the number of internet users is expected to increase to about 635.8 million by 2021. The
online shopping industry in India is also likely to be aided by the increasing availability of
cheaper smart phones and declining data tariffs.
Why shop Online
 Saves time and efforts.

 The convenience of shopping at home.
 Wide variety/range of products is available.
 Good discounts / lower prices.
 Get detailed information about the product.
 We can compare various models/brands.
3.5 Advantages of Online Shopping.
Online stores do not have space constraints and a wide variety of products can be displayed on
websites. It helps the analytical buyers to purchase a product after a good search.
 Always being open: We can always buy products from online platforms around the clock.
Consumers can buy products at the time of their convenience.

 More choices for buying products : Consumers have a choice to choose between
variety of products and they can access to a large variety of products. They can also find
many substitutes in online platforms
 Low purchase price: Many online shops sell products at low prices because of lack of
money spent on overheads such as rent, water etc.
 Comparison: There is a wide range of products online. The sellers display all the stuff
they've got. This enables the buyers to choose from a variety of models after comparing the
finish, features, and price of the products on display.
 Saves time: Customers do not have to stand in queues in cash counters to pay for the
products that have been purchased by them. They can shop from their home or workplace
and do not have to spend time travelling.
Top 10 Online Best online Shopping Sites in India:
The Internet has transformed the way we shop and the process of online shopping is
slowly moving into India. Presently, a large number of populations prefer purchasing stuff
online. From clothing to grocery, to more, the Indian audience is gaining interest in the concept
of online shopping. So, if you too wish to be a part of this evolution and want to know the 10
best online shopping sites in India,

1. Amazon.com.
2. Flip kart.
3. Myntra.
4. AJIO.com.
5. Snapdeal.com.
6. SHEIN.
7. Shop clues.
8. First cry.
9. EBay.
10.Tatacliq.com.
1. Amazon.com
Amazon is now one of most successful running online shopping site. More than 20 million of
products are available there. Electronics, fashion, home decoration, kitchen and so many
categories have more than thousands of products in Amazon and they are also famous for fastest
delivery. Amazon is the number 1 selling website in India now days. Large number of people
buys thousands of products from the festival sale "Amazon Great Indian sale" of Amazon.
World leader in e-commerce market recently started operation in India; Now Indians not only
can buy physical products at cheaper price from Amazon. In but now can also pay Electricity
bill, Recharge Mobile, Book Flight & Train tickets, Send Money, Buy insurance and more. Now
in 2021 Amazon is the first name when we think about online shopping. Now Question comes to
mind that what makes Amazon special is that it is the number one shopping website.
History
Amazon was founded in July 1994 by JEFF BEZOS, who chose the Seattle area for its
abundance of technical talent, as Microsoft was in the area.

Amazon went public in May 1997. It began selling music and videos in 1998, and began
international operations by acquiring online sellers of books in the United Kingdom and
Germany. The following year, it began selling video games, consumer electronics, home
improvement items, software, games, and toys.
In 2002, it launched Amazon Web Services, which provided data on website popularity, Internet
traffic patterns, and other statistics for marketers and developers. In 2006, it grew its AWS
portfolio when Elastic Compute Cloud, which rented computer processing power,
provided Simple Storage Service, and rented data storage via the Internet, also became
available. That year, Amazon also started Fulfillment by Amazon which allowed individuals and
small companies to sell items through the company's Internet site. In 2012, Amazon bought Kiva
Systems to automate its inventory management business. It purchased the Whole Foods
Market supermarket chain in 2017.
On February 2, 2021, Amazon announced that Jeff Bozos would step down as CEO to become
executive chair of Amazon's board in Q3 of 2021. Andy Jassy, previously CEO of Amazon
website service (AWS), became Amazon's CEO.
Amazon.com profile
Logo since 2000
The Amazon Spheres, part of the Amazon headquarters in Seattle, U.S.
Trade name Amazon

Formerly Cadabra, Inc. (1994–1995)
Type Public
 Nasdaq: AMZN
Traded as
 Nasdaq-100 component
 S&P 100 component
 S&P 500 component
ISIN US0231351067
Industry  E-commerce
 Cloud Computing
 Artificial intelligence
 Consumer electronics
 Entertainment
 Digital distribution
 Self-driving cars
 Supermarket
Founded July 5, 1994; 27 years ago

Bellevue, Washington, U.S.
Founder Jeff Bozos
Headquarters Seattle, Washington and Arlington, Virginia, U.S.
Area served Worldwide
Key people  Jeff Bozos

(executive chairman)
 AndyJassy
(president and CEO)
Products  Echo
 Fire Tablet
 Fire TV
 Fire OS

 Kindle
Services  Amazon.com
 Amazon Alexa
 Amazon App store
 Amazon Luna
 Amazon Music
 Amazon Pay
 Amazon Prime
Revenue US$469.822 billion (2021)[1][2]
Operating US$24.879 billion (2021)[1]

income
Net income US$33.364 billion (2021)[1]
Total assets US$420.549 billion (2021)[1]
Total equity US$138.245 billion (2021)[1]
Owner Jeff Bozos (14.0% voting power, 10.6% economic

interest)[3]
Number of 1,622,000 (March 2022)[4][1]

employees U.S.: 950,000 (June 2021)[5]
Subsidiaries show
List
Website amazon.com

Officer and directors
Amazon founder: Jeff Bozos
Andy Jassy: President and Chief Executive Officer
Brian T. Olsavsky: Senior Vice President and Chief Financial Officer
David H. Clark: Chief Executive Officer, Worldwide Consumer
Shelley L. Reynolds: Vice President, Worldwide Controller
Adam N. Selipsky: Chief Executive Officer, Amazon Web Services
David A. Zapolsky: Senior Vice President, General Counsel.
Milestone of Amazon Company.

Amazon Start-up Story
Introduction
This start-up story features Jeffrey P. Bozos, the innovative founder of Amazon. The
company, which now generates over $61 Billion in Revenue and holds the title as the world’s
largest online retailer, was started out of Bezos’s garage at 30 years old.
Amazon Stats:
o Industry: Online Retailing
o Annual Revenue: $61.09 Billion
o # of Employees: 97,000
o Famous For: Being the world’s largest online retailer
The Founder’s Start

As a child, he spent summers at his grandfather’s ranch in southern Texas, “laying pipe,
vaccinating cattle and fixing windmills”. The 18-year-old Bozos “said he wanted to build space
hotels, amusement parks and colonies for 2 million or 3 million people who would be in orbit.
‘The whole idea is to preserve the earth’ he told the newspaper …. The goal was to be able to
evacuate humans. The planet would become a park”.

Important Amazon Milestones:

1994: Jeff Bozos quits his job and launches Amazon out of his garage.
Within 30 Days, it is doing $20,000 per week in sales.
1995: Bozos raises an $8 Million round of funding from Kleiner Perkins.
1997: Amazon goes public at $18 per share.
1999: Bozos is named Time Magazine’s “Person of the Year” for popularizing online
shopping.
2009: Bozos acquires Tony Tsieh’s Zappos through a stock swap.
2013: Bozos acquires the Washington Post.
Achievements/ Awards/Recognition of the Amazon Company
 Customers
o #1 MBLM Brand Intimacy Rankings and Brand Intimacy COVID Rankings in
Retail, 2020
o #1 BrandZ Most Valuable Global Brand, 2019-2020
o #2 Brand Finance Global 500: World’s Most Valuable Brand, 2021—Ranked in the
top 10, ten years running.
o #1 Forbes 50 Most Engaged Companies, 2017
o #1 Most Trustworthy Company of the Fortune 100, 2016
o #2 Inter brand Best Global Brand, 2020
o #2 Fortune World’s Most Admired Companies, 2017-2021
o #3 The Axios Harris Poll 100, 2020—Ranked in the top 10, twelve years running.
o #3 Boston Consulting Group’s Most Innovative Companies, 2020
o #4 Forbes World’s Most Valuable Brands, 2019-2020
o #5 Fast Company World’s Most Innovative Companies, 2017-2018
o #5 You Gov Best Global Brands, 2020
o Marketplace Innovator of the Year Disability: IN Inclusion Award, 2019.

 Employees
o Rankings
#1 Morning Consult Most Admired Employers, 2018
o #2 You Gov Brand Index "Where Women Want to Work," 2018
o #3 You Gov Brand Index Workforce Rankings, 2019
o #3 Business Today’s India's Coolest Workplaces Survey 2021.
2. Flipkart.com
Flip kart is an Indian e-commerce company, headquartered in Bangalore, Karnataka, India,

and incorporated in Singapore as a private limited company. The company initially focused on
online book sales before expanding into other product categories such as consumer electronics,
fashion, home essentials, groceries, and lifestyle products. The service competes primarily
with Amazon's Indian subsidiary and domestic rival Snap deal. As of March 2017, Flip kart held
a 39.5% market share of India's e-commerce industry.
In August 2018, U.S.-based retail chain Wal-Mart acquired a 77% controlling stake in Flip
kart for US$16 billion, valuing Flip kart at around $20 billion. Flip kart is also a similar website
like Amazon. Flip kart comes after Amazon in the choice list of Indian customers. Flip kart has
also sell more than millions of products including electronic, grocery, fashion and etc. Flip kart
also sell more than thousands of products in their "Big Billion day’s sale". Flip kart is famous for
their cash on delivery option for all type of products.
History
Flip kart was started by two friends SACHIN BANSAL and BINNY BANSAL. Flip kart was
founded in 2007 in Bangalore, India. An interesting fact is, they share the same surname but they
are not actually related. SACHIN BANSAL was born in 1981 in Chandigarh, India. In 2005,
SACHIN graduated from the Indian Institute of Technology (IIT), Delhi, with a degree in
Computer Engineering he met BINNY BANSAL, the other founder of Flip kart. After
graduation, he joined Amazon Web Services in 2006 as a Senior Software Engineer.
In 2007, SACHIN and BINNY first thought of creating a comparison search engine. At
that time, they saw a huge gap in the e-commerce sector in India and quit their job at Amazon
Web Services to establish their e-commerce site, Flip kart. Initially, they set up their venture
with an investment of Rs 400,000 and Flip kart started its journey by selling books.

Because at that time it was not easy to find vendors of electronics, fashion, or household
items in India. Even book vendors could not completely put their trust in an Internet-based
service like Flipkart in the beginning. At that time SACHIN BANSAL took charge as the CEO
of the company. In 2008, the company started operating with an office in a two-room apartment
in Bangalore and gained popularity among book readers. Flip kart’s popularity began to catch
the eye of investors and in 2009; the company was able to secure a capital of $1 million capital
investment from an investment firm. At that time, the company had a staff of over 150 and a
total of three offices across India. At the end of that year, they were able to sell books worth a
total of Rs 40 million.
Expansion of business:
In 2012, Flip kart launched its own music streaming service, Flyte, with the intention of
expanding their business in online music streaming services. But the service was discontinued
the following year as it could not attract many customers at that time. In the same year, the
company acquired online electronics retailer Lets buy for around Rs 12.5 billion, which further
boosted their business.
That year, Flip kart occupied first position in the list of Top 20 E-retailers in India. According to
the company’s website, they were able to sell 100,000 books in one day in 2013. In the same
year, e-commerce giant Amazon entered the Indian market alongside the existing local
competitor Snap deal. The same year the company launched a payment gateway system
called Pay Zippy, but shut it down the following year.
In 2014, Flip kart was able to raise a total of $2 billion through Tiger Global and Accel Partners
as well as various investors. That same year, Flip kart acquired Indian e-commerce company
Myntra for $330 million to add it to the Fashion & Lifestyle category in their portfolio. At the
end of the year, the company’s revenue stood at Rs 28.4 billion. The next year, in 2015, it
increased by about 80% to a little over Rs 95 billion. According to a report by The Economic
Times, Flip kart was able to sell products worth a total of Rs 20 billion in five days of the festive
sale season last year.

The same year, according to a report by first post, during Flip kart’s ‘Big Billion Sale’ the
company sold 200 million mobile phones. In 2016, Flip kart acquired another Indian fashion &
lifestyle-based e-commerce business, for $60 million. Following the acquisition, began operating
under Myntra and Flip kart’s market share in India’s fashion e-commerce sector stood at more
than 60%. That year, Flip kart was able to cross the milestone of 100 million registered
customers. In the same year, Co-founder BINNY BANSAL became the new CEO of Flip kart
when SACHIN BANSAL stepped down from the position. According to a report by The
Economic Times in October 2016, that year in its ‘festive sale season’, Flip kart was able to sell
products worth a total of Rs 14 billion in one day. At the end of the year, the company’s revenue
stood at Rs 132 billion. In April 2017, Ten cent, eBay and Microsoft invested $1.4 billion in Flip
kart, and the company’s valuation stood at $11.6 billion. That same year, Flip kart acquired
India’s UPI-based payment start-up Phonepe for an undisclosed amount. Also in August,
Japanese giant Softbank invested $2.5 billion of their Vision in the company and at the end of
the year, the company’s revenue stood at about Rs 156 billion.
Founders of Flip kart.
BINNY BANSAL AND SACHIN BANSAL.
Directors of Flip kart as on 2022 April
Bhanu Singh (Chief Executive Officer Executive Management)
Daniel Garza (Chief Ethics & Compliance Officer Executive Operations)
Jeyandran Venugopal (Chief Product and Technology Executive Operation)
Kalyan Krishnamurthy (CEO Executive Operations)
Kemar Newell (CEO Executive Operations)
Krishna Raghavan (Chief People Officer Executive Operations)

Achievements of flip kart company
 The Flip kart Rainmaker Award
The Flip kart Rainmaker Award is given to teams with a keen eye for new
markets — teams that seek out new business opportunities for Flip kart and open up
avenues through their work. This year, the winner was the 2GUD team, which used its vast
technical resources and expert business skills to open up the refurbished goods market in
India.
 Community Service Award
Flip kart’s culture is also about giving back to society, and the Community
Service Award celebrates individuals who take time out of their busy schedules to make a
difference in the world. This year’s Community Service Award went to people from
various teams across Flip kart who organized the Kerala Relief Fund.
 Innovation Award
E-commerce is all about fresh ideas, and Flip kart’s engineers toil to come up with
complex technical solutions to diverse issues, many of them specific to India. Over time, these
changes add up to a seamless experience for customers. The Innovation Award recognizes the
best of these ideas.
 Business Excellence Award
As the name suggests, the Business Excellence Award is given to teams that
implement radical improvements in the business domain. Often, ideas alone are not
enough, and that’s where Flip kart’s business wizards come in — scaling up, planning
operations, and ensuring that the ideas are profitable.

CHAPTER- 4
Data Analysis and Interpretation
Table: 4.1: Gender of the Respondents
Gender No of respondents No of respondents in (%)

Male 28 56%
Female 22 44%
Transgender 0 0%
Total 50 100%
Source: Primary Data
Gender of the Respondents

0%
44% Male
Female
56% Transgender
Figure: 4.1: Gender respondents
Interpretation:
Table 4.1 is showing the Gender of the respondents. As per the study made the total percentage
of the male respondents are 28 (56%), the female respondents are 22 (44%) and transgender are
0%, the male respondents are more than the female respondents.

Table: 4.2 Age of the Respondents
Age No of respondents No of respondents in (%)

21 to 30 years 31 62%
31 to 40 years 12 24%
41 to 50 years 7 14%
51-60 years 0 0%
Others 0 0%
Total 50 100%
Source: primary data
AGE of the Respondents

0% 0%
14%
21-30
31-40
24% 41-50
51-60
62%
others
Figure: 4.2 Age of the Respondent
Interpretation:
Table 4.2 is showing the Age of the respondents. From the above data it is clears that out of 50
respondents, 31(62%) of respondents age 21-30 years, 12(24%) of respondents age is 31-40
years and 7(14%) of respondents age is 41-50 years, and the remaining 0% of respondents are of
the age level above 51-60 years and others. Majority of the respondents are in the age group of
21-30 years.

Table: 4.3 Occupations of the Respondents
Name of the Respondent No of respondents No of respondents in (%)

Student 21 42%
Profession 10 20%
Agriculturist 6 12%
Business Man 4 8%
Others 9 18%
total 50 100%
Source: Primary data
Occupation of the respondent
18%
Student
42% Profession
8%
agriculturist
business man
12%
Others
20%
Figure: 4.3 Occupation of the respondent
Interpretation:
Table 4.3 is showing the Occupation of the respondents. From the above data it is clear that out
of the 50 responses,21(42%) respondents are students, 10(20%) respondents are profession,
6(12%) respondents are agriculturist, 4(8%) respondent are business man and 9(18%)
respondents are others as per the study. Majority of the respondent’s occupation is student.

Table: 4.4 Income level per month of the Respondent
Income No of respondents No of respondents in(%)

Less than 10000 28 56%
10000-20000 4 8%
20000-30000 10 20%
30000-40000 4 8%
40000-50000 4 8%
Total 50 100%
INCOME
8%
8%
less than 10000
10000-20000
20% 20000-30000
56% 30000-40000
40000-50000
8%
Figure: 4.4. Income level of respondents
Interpretation:
Table 4.4 is showing the income level per month of the respondents. From the above data it is
clear that out of 50 respondents, 28(56%) respondents are having monthly income is less than Rs
10000, 4(8%) respondents are having monthly income is in between Rs10000-20000, 10(20%)
respondents are having monthly income is in between Rs20000-30000. 4(8%) respondents are
having monthly income in between Rs 30000-40000, 4(8%) respondents are having monthly
income is 40000-50000.Majority of the respondents income is less than Rs10,000.

Table: 4.5 Purpose of choosing online shopping by the respondents
Purpose No of respondents No of respondents in(%)

Convenient & Time Saving 25 50%
Low Price 10 20%
Good Quality 11 22%
Others 4 8%
Total 50 100%
Purpose of choosing online shopping by the

Respondents
8%
Convenient & time saving
22% Low price
50%
Good quality
Others
20%
Figure : 4.5 choosing purpose of respondents
Interpretation:
Table 4.5 is showing the purpose of choosing online shopping by the respondents. From the
analysis of data it is observed that out of 50 respondents, 25(50%) of respondents are going to
use the purpose of online shopping is convenient & time saving, 10(20%) of respondents are
going to use the purpose of online shopping is low price, 11(22%) of respondents are going to
use the purpose of online shopping is good quality and remaining 4(8%) of respondents are
going to use the purpose of online shopping is others purpose. Majority of the respondent’s
purpose of choosing online shopping by the respondents is convenient and time saving.

Table: 4.6 Type of Products purchase through online
Type of products No of respondents No of respondents in(%)

Electronics 12 24%
Cloths 21 42%
Home& Appliance 7 14%
Books 6 12%
Others 4 8%
Total 50 100%
Types of products purchase through online
8%
24%
12% electronics
cloths
home & applaince
14%
books
others
42%
Figure- 4.6 Types of products purchase through online
Interpretation:
Table 4.6 is showing the Types of products purchase through online. From the analysis of data it
is observed that out of 50 respondents, 12(24%) of respondents are going to purchase electronics
products, 21(42%) of respondents are going to purchase cloths materials, 7(14%) of respondents
are going to purchase home & appliance products,6(12%) of respondents are going to purchase
books and remaining, 4(8%) of respondents are going to purchase others products. Majority of
the respondents types of products purchase through online. Majority of the respondent’s types of
products purchase through online is electronics.

Table: 4.7 Preference of online shoppers
No of preference No of respondents No of respondents in (%)

Amazon 15 30%
Flip kart 15 30%
Ajio 8 16%
Snap deal 5 10%
Others 7 14%
Total 50 100%
Preference of online shopping
14%
30% Amazon
10% Flipkart
Ajio
snapdeal
16%
Others
30%
Figure: 4.7 preference of online shopping
Interpretation:
Table 4.7 is showing preference of online shoppers .From the above analysis of data, it is
observed that out of 50% respondents,15(30%) of respondents are going to prefer the Amazon
application, 15(30%) of respondents are going to the prefer the flip kart application, 8(16%) of
respondents are going to prefer the ajio application,5(10%) of respondents are going to prefer the
snap deal application, remaining 5(10%) of respondents are going to prefer the others application.
Majority of the respondent’s preference of online shoppers is Amazon.

Table: 4.8 Frequency of online shopping
Period No of respondents No of respondents in(%)

Once A Month 22 44%
Once In Six Month 14 28%
Once A Year 4 8%
Others 10 20%
Total 50 100%
Frequency of online shopping
20%
Once a month
44% once in six month

8%
once a year
Others
28%
Figure: 4.8 frequency of online shopping
Interpretation:
Table 4.8 is showing frequency of online shopping. From the analysis of data, it is observed that
out of 50 respondents.22 (44%) of respondents are going to taking the period of online shopping
is once a month, 15(25%) of respondents are going to taking the period of online shopping is
once in six months, 4(8%) of respondents are going to taking the period of online shopping is
once a year. And remaining, 10(20%) of respondents are going to taking the period of online
shopping is others. Majority of the respondents frequency of online shopping is once a month.

Table: 4.9Affordable status
Name of affordable No of respondent No of respondent (%)

Affordable 20 40%
Neutral 19 38%
Non affordable 4 8%
Others 7 14%
Total 50 100%
Affordable status
14%
Affordable
8%
40%
Neutral
non-affordable
others
38%
Figure: 4.9 Affordable status of respondents
Interpretation:
Table 4.8 is showing is affordable status of the respondents. From the above analysis of data, it
is observed that out of 50 respondents, 20(40%) of respondents are having affordable, 19(38%)
of respondents are having neutral, 4(8%) of respondents are having non-affordable and
remaining 7(14%) of respondents are having others. majority of the respondents affordable
status of the respondents is affordable.

Table: 4.10 Satisfactions of the Respondents
Satisfaction No of respondents No of respondents in(%)

Yes 41 82%
No 9 18%
Total 50 100%
Satisfaction of the respondents
18%
yes
No
82%
Figure: 4.10 Satisfaction level of online shopping
Interpretation:
Table 4.10 is showing satisfaction level of online shopping. In the above analysis of data, it is
observed that out of 50 respondent ,41(82%) respondent are going to satisfy their level is yes,
remaining 9(18%) of respondent are going to satisfy their level is no. Majority of the
respondent’s satisfaction level of online shopping is yes.

Table: 4.11: Satisfaction level of respondents
Satisfied level No of respondents No of respondent in(%)

Satisfied 30 60%
Highly Satisfied 7 14%
Neutral 9 18%
Dissatisfied 4 8%
Total 50 100%
Satisfaction level of respondents
8%
18%
Satisfied
Highly satisfied
neutral
60% Dissatisfied
14%
Figure: 4.11: Satisfaction level of respondents
Interpretation:
Table 4.11 is showing satisfaction level of respondents. From the above analysis of data, it is
observed that out of 50 respondents, 30(60%) of respondents are having satisfied level, 7(14%)
of respondents are having highly satisfied level, 9(18%) of respondents are having neutral level,
and remaining 4(8%) of respondents are having dissatisfied levels. Majority of the respondent’s
satisfaction level of respondents is satisfied.

Table: 4.12: Influence of online shopping in pandemic days
Pandemic days No of respondents No of respondents in(%)

Yes 37 74%
No 13 26%
Total 50 100%
Influence of online shopping in pandemic

Days
26%
Yes
No
74%
Figure: 4.12: influence of online shopping in pandemic days
Interpretation:
Table 4.12 is showing influence of online shopping in pandemic days. In this above analysis of
data, it is observed that out of 50 respondent, 37(74%) of respondents are going to during
pandemic days are facilitate is yes, and remaining 13(26%) of respondent are going to during
pandemic days are facilitate is no. Majority of the respondent’s influence of online shopping in
pandemic days is yes.

Table: 4.12: Payment mode of online shopping
Payment mode No of respondent No of respondents in(%)

Cash On Delivery 29 58%
Online Payment 14 28%
Debit/Credit Card 6 12%
Others 1 2%
Total 50 100%
Payment mode of online shopping

2%
12%
Cash on delivery
Online payment
28% Debit/credit card

58%
Others
Figure: 4.12: Payment mode of online shopping
Interpretation:
Table 4.13 is showing payment mode of online shopping. From the above analysis of data, it is
observed that out of 50 respondents, 29(58%) of respondents are going to paying the cash on
delivery, 14(28%) of respondents are going to paying the online payment, 6(12%) of respondents
are going to paying the debit/credit card system, and remaining, 1(2%) of respondents are going
to paying the other systems. Majority of the respondent’s payment mode of online shopping is
cash on delivery.

Table: 4.13 visiting hours of online shopping
Visits hour No of respondents No of respondents in (%)

Less Than 1 Hour 27 54%
1-3 Hour 13 26%
3-5 Hours 8 16%
More Than 5 Hours 1 2%
Others 1 2%
Total 50 100%
Visiting hours of respondents

2% 2%
16%
Less than 1 hour
1-3 hour
3-5 hours
54% More than 5 hours
26% Others
Figure: 4.13: Visiting hours of respondents
Interpretation:
Table 4.14 is showing visiting hours of respondents. From the above analysis of data, it is
observed that out of 50 respondents,27(54%) of respondent are going to spend their hours is less
than 1 hour, 13(26%) of respondent are going to spend their hours is 1-3 hours, 8(16%) of
respondent are going to spend their hours is 3-5 hours, 1(2%) of respondent are going to spend
their hours is more than 5 hours, and remaining 1(2%) of respondent are going to spend their
hours is others. Majority of the respondents visiting hours of respondents is less than 1 hour.

Table: 4.14: Convenient level of respondent for online shopping
Level No of respondent No of respondent in(%)

Convenient 37 74%
Inconvenient 13 26%
Total 50 100
Convenient level of respondent for online

Shopping
26%
Convenient
Inconvenient
74%
Figure: 4.14: Convenient level of respondent for online shopping
Interpretation:
Table 4.15 is showing convenient level of respondents for online shopping. In this above
analysis of data, it is observed that out of 50 respondents, 37(74%) of respondent are going to
their level is convenient and remaining 13(26%) of respondent are going to their level is
inconvenient. Majority of the respondent’s convenient level for online shopping is convenient.

Table: 4.15: Quality of products in online shopping
Quality level of products No of respondent No of respondent in(%)

Very Good 15 30%
Good 27 54%
Bad 3 6%
Neither Good Or Bad 5 10%
Total 50 100%
Quality of products in online shopping
10%
6% 30% Very good
good
bad
Neither good or bad
54%
Figure: 4.15: Quality of products in online shopping
Interpretation:
Table 4.16 is showing quality of products in online shopping. In this above analysis of data, it is
observed that out of 50 respondents, 15(30%) respondent is going to search quality of products is
very good, 27(54%) of respondent are going to search quality of products is good, 3(6%) of
respondent are going to search quality of products is bad, 5(10%) of respondent are going to
search quality of products is neither good or bad. Majority of the respondent’s quality of
products in online shopping is very good.

Table: 4.16: Recommendations by respondents for online shopping
Recommendation No of respondent No of respondent in(%)

Yes 42 84%
No 8 16%
Total 50 100%
Recommendation by respondents for online shopping
16%
yes
no
84%
Figure: 4.16 Recommendation by respondents for online shopping
Interpretation:
Table 4.17 is showing recommendation by respondents for online shopping. In this above
analysis of data, it is observed that out of 50% respondents ,42(84%) of respondent are going
recommended about online shopping is yes, and remaining 8(16%) of respondents are going to
recommended about online shopping. Majority of the respondent’s recommendation by
respondents for online shopping is yes.

Table: 4.17 Challenge faces by respondents during online shopping
Challenge No of respondents No of respondent in (%)

Slow Check Out Time 16 32%
Lack Of Product/Services 17 34%
Slow Web Page Response Time 5 10%
Network Connection Related Problem’s 12 24%
Total 50 100%
Challenge faces by respondents during online

Shopping
Slow check out time
24%
32% Lack of product/services
10% Slow web page response time
Network connection
34%
related problems
Figure: 4.17: Challenge faces by respondents during online shopping
Interpretation:
Table 4.18 is showing challenges faces by respondents during online shopping. In this above
analysis of data, it is observed that out of 50% respondents , 16(32%) respondent are going to
facing some challenge about online shopping is slow check out time, 17(34%) respondent are
going to facing some challenge about online shopping is lack of product/services , 5(10%) of
respondents are going to facing some challenge about online shopping is slow web page
response time,12(24%) of respondents are going to facing some challenge about online shopping
is network connection related problems. Majority of the respondents challenge faces by
respondents during online shopping is slow check out time.

Table: 4.18: Money Spend by respondents
Money spend No of respondent No of respondents in(%)

Less Than 1000rs 25 50%
1000-5000rs 10 20%
5000-10000rs 4 8%
More Than 10000rs 6 12%
Others 5 10%
Total 50 100%
Money Spend by respondents
10%
Less than
12%
1000rs 1000-
8% 50% 5000rs
5000-10000rs
More than 10000rs
20%
Others
Figure: 4.18: Money spend by respondents
Interpretation:
Table 4.21 is showing money spend by respondents. In this above analysis of data, it is observed
that out of 50 respondents, 25(50%) respondents are going to spend their money in less than
1000rs, 10(20%) of respondents are going to spend their money in 1000-5000rs, 4(8%) of
respondents are going to spend their money in 5000-10000rs, 6(12%) of respondents are going
to spend their money in more than 10000rs, and remaining ,5(10%) of respondents are going to
spend their money in others. Majority of the respondents money spends by respondents is less
than 1000rs.

Table: 4.19: Replacing level of products in online shopping
Replacing level No of respondents No of respondents in(%)

strongly agree 19 38%
Agree 19 38%
Neutral 9 18%
Disagree 2 4%
strongly agree 1 2%
Total 50 100%
Replacing level products in online shopping
4%2% strongly agree

18%
38% agree
neutral
disagree
strongly agree
38%
Figure: 4.19: Replacing level products in online shopping
Interpretation:
Table 4.20 is showing replacing level products in online shopping. In this above analysis of
data ,it is observed that out of 50% respondents ,19(38%) respondents are going to replacing
their products through online shopping is strongly agree, 19(38%) respondents are going to
replacing their products through online shopping is agree, 9(18%) respondents are going to
replacing their products through online shopping is neutral, 2(4%) respondents are going to
replacing their products through online shopping is disagree, and remaining1(2%) of respondents
are going to replacing their products through online shopping is strongly disagree. Majority of
the respondents replacing level of products in online shopping is strongly agreed.

Table: 4.20: Level of enjoyment in online shopping
Enjoy level No of respondents No of respondents in (%)

Yes 42 84%
No 8 16%
Total 50 100%
Level of enjoyment in online shopping
16%
yes
no
84%
Figure: 4.20: Level of enjoyment in online shopping
Interpretation:
Table 4.21 is showing level of enjoyment in online shopping. In this above analysis of data, it is
observed that out of 50 respondents, 42(84%) of respondents are going to their enjoy level is yes,
and remaining 8(16%) of respondents are going to their enjoy level is no. Majority of the
respondent’s level of enjoyment in online shopping is yes.

Table: 4.21: Helping online payments
Helping payments No of respondents No of respondents in (%)

Yes 45 90%
No 5 10%
Total 50 100%
Helping online payments
10%
Yes
No
90%
Figure: 4.21: Helping online payments
Interpretation:
Table 4.21 is showing helping online payments. In this above analysis of data, it is observed that
out of 50 respondents, 45(90%) of respondents are going to helping the online payments is yes,
and remaining 5(10%) of respondents are going to helping the online payments is no. Majority
of the respondent’s helping online payments is yes.

Table 4.22: Saving time and money in online shopping
Saving time and money No of respondent No of respondents in(%)

strongly agree 16 32%
Agree 28 56%
Disagree 5 10%
strongly disagree 1 4%
Total 50 100%
Saving time and money in online shopping
10% 2%
32% Strongly agree
agree
disagree
Strongly disagree
56%
Figure: 4.22: Saving time and money in online shopping
Interpretation:
Table 4.22 is showing Saving Time and Money In Online Shopping In this above analysis of
data, it is observed that out of 50 respondents, 16(32%) of respondents are going to saving their
money and time is strongly agree, 26(56%) of respondents are going to saving their money and
time is agree, 5(10%) of respondents are going to saving their money and time is disagree. And
remaining 1(2%) of respondents are going to saving their money and time is strongly disagree.
Majority of the respondent’s helping Saving Time and Money in Online Shopping is agreed.

Table: 4.23 Reason for online shopping
Reasons No of respondents No of respondents in (%)

fast shipping 10 20%
Trust 9 18%
Price 12 6%
variety of products 17 34%
Others 2 4%
Total 50 100%
Reason for online shopping
4%
20% Fast
shipping
34%
trust
18% Price
Variety of
24%
productsothers
Figure: 4.23 Reason for online shopping
Interpretation:
Table 4.23 is showing Reason for online shopping is showing In this above analysis of data, it is
observed that out of 50 respondents, 10(20%) of respondents are going to purchase the product
on mainly fast shipping, 9(18%) of respondents are going to purchase the products on mainly
trust, 12(24%) of respondent are going to purchase the product mainly price reason, 17(34%) of
respondent are going to purchase the product mainly variety of products and remaining ,2(4%)of
respondents are going to purchase the product mainly others reasons. Majority of the
respondent’s Reason for online shopping is variety of products.

CHAPTER- 5
FINDINGS AND SUGGESTION
The following findings are drawn from the study,
1. The study reveals that 56% are males and 44% are females. The majority of the
respondents are male (56%).
2. The study reveals most (62%) of the respondents are in between 21-30 years.
3. The study showing majority (42%) of the respondent’s occupation is student.
4. From this survey, majority of the respondent’s income level is less than 10000(56%).
5. Majority of the respondents are choosing online shopping for the purpose of convenient
& time saving (50%).
6. Majority of the respondents are normally buying product through online is cloths (42%).
7. From this study showing, majority of the respondents are going to prefer the
Amazon(30%) & flip kart(30%) online applications for online shopping’s.
8. The study showing most of the respondents are frequently using online shopping once a
month (44%).
9. Majority of the respondent’s status of the respondents is affordable. (40%).
10. This study showing majority of the respondent’s satisfaction level of online shopping is
yes (82%).
11. From this survey, majority of the respondents are satisfied (60%) with online shopping.
12. This study shows, majority of the respondents influence the online shopping during
pandemic days is yes (74%).
13. This study focuses on majority of the respondents are using online payment through cash
on delivery (58%).
14. Majority of the respondents are using most of time to visit in online shopping is less than
1 hour (54%).
15. Majority of the respondents (74%) are purchase products for convenient purpose through
online.
16. This study focus on majority of the respondents are giving good rate (54%) on a
particular products bought from online.
17. Majority of the respondents saying online shopping is recommended from
friends/relatives is yes (84%).

18. This study showing majority of the respondents are facing biggest challenge in online
shopping is lack of products/services (34%).
19. This study focuses on majority of the respondents are going to spend their money in
online shopping is less than Rs1000 (50%).
20. The majority of the respondents are going to agree with repurchasing any product in
online shopping is agree(38%) & strongly agree is (38%).
21. Majority of the respondents are saying enjoy level in online shopping is yes (84%).
22. Majority of the respondents are using or help to find out variety of products is yes (90%).
23. Majority of the respondents are agree about saving their time & money (56%).
24. Majority (34%) of the respondents are using main key reason for online shopping is
variety of products.
Suggestion of the study
After analyzing the data collected from various users of online shopping, the fallowing
suggestion and recommendation are made for their improvement
1. Only (34%) of the respondents are facing biggest challenge in online shopping in
lack of products/services. Hence study suggested that the online shopping companies
have to reduce shipping price, then customers are get easily reasonable
products/services.
2. Only (38%) of the respondents are strongly agree and agree with repurchasing any
product in online shopping. Hence, study suggested that the online shopping
applications have to attract more customers for repurchasing their products with
reasonable rate, good quality, offers, discounts etc.
3. Only (34%) of the respondents are using main key reason for online shopping is
variety of products. Hence, study suggested that the online shopping applications
have to provide more variety of products in right time, price, quality, quantity etc, to
attract customers, and then only those are not dissatisfied.
4. Only (42%) of the respondents are normally buying product through online is cloths.
Hence, study suggested that Online shopping companies have to attract the customers
to purchase other products like, electronics, home appliances, books etc.

5. Most of the respondents (44%) are frequently using online shopping once in a month.
Hence, study suggested that the online shopping companies are giving discount rate
bases in each type of products, then automatically all customers are going to purchase
products weekly once.
6. Majority (40%) of the respondent’s status for price of the product is affordable and
the online shopping companies having some of the negative views. Hence, study
suggested that companies should not provide fake products, mismatch services, delay
delivery, and then automatically customers are affordable.
CONCLUSION
The consumer’s satisfaction on online shopping varies from individual to individual and
the perception is limited to a certain extent with the availability of the proper connectivity
and the exposure to the online shopping. The Satisfaction of the consumer also has
similarities and difference based on their personal characteristics. The study reveals that
mostly the youngsters are attracted to the online shopping and hence the elder people don’t
use online shopping much as compared to the younger ones. The study highlights the fact
that the youngsters between the ages of 18-25 are mostly interested in online shopping. It is
also found that the majority of the people who shop online buys daily use products online as
it is cheaper compared to the market price with various discounts and offers.
The study also reveals that the price of the products has the most influencing factor on
online purchase. The study reveals that majority of the respondent’s buys products from
Amazon India which is thus one of the leading online shopping sites in India. On top of that
the most of the customers finds online shopping affordable. In nutshell, through this study it
is found that majority of respondents are well aware of the online shopping and 90% of them
have made online purchase which indicates the growing popularity of the online shopping
within the people. Transformation in the trends of shopping is occurring because of the
changing lifestyle of the consumers in India and expansion in online activity. Major draw
card of online Shopping is the security issues of sites.

BIBLIOGRAPHY
Books:
1. Book: Kotler, P. & Keller, L. K., “Marketing Management” 13th Ed., New Jersey:
Pearson Education Ltd.
2. Woodruff, Robert, “Know your Customer: New approaches to understanding customer
values & satisfaction”, John Wiley & Sons (1996)
3. Deshpande, Sameer & Lee, Nancy R., “Social Marketing in India” Atlantic Publishers
4. Hill, Nigel & Alexander, Jim, “The Handbook of Customer satisfaction & loyalty
measurement”, Gower Publishing Ltd. (2006)
5. Kothari C.R., “Research Methodology”, New Age International Publishers, New Delhi
(2011)
Websites.
www.wikipedia.com
www.ebay.com
www.indianonlineshopping.com
www.expertmarketreasearch.com

APPENDIX
Questionnaire
A Study on Customer Satisfaction towards Online Shopping With Special

Reference to Ballari City
Dear sir/madam,
I am JYOTI S.C. Pursuing M.com 4th Semester at VSK University, ballari. As part of
curriculum, I have undertaken a project on the topic entitled customers satisfaction towards
online shopping- a study hence. I request you to spend your valuable time by filling the below
questionnaire. The information provided by you will be kept confidential and user for the
academic purpose only.
Yours faithfully,
Miss. JYOTI S C
Parts of Questionnaire (Sample only)
PART- A (Personal information)
1. Name of the Respondent:

2. Gender: Male Female
3. Age: 21-30 31-40 41-50 51-60 61 and above
4. Occupation: Salaried Profession Agriculturist Businessmen
Others (Specify)
5. Income Level per month: Less than 10,000 10,000-20,000
20,000-30,000 30,000-40,000 40,000-50,000 50,000 above

PART –B
1) Why do you choose online shops?

a. Convenient & time saving.
b. Low price.
c. Good quality.
d. Others.
2) What products do you normally buying online?
a. Electronics.
b. Lifestyle.
c. Home & appliances.
d. Books.
e. Others.
3) Which app do you prefer online shopping?
a. Amazon.
b. Flip kart.
c. Ajio.
d. Snap deal.
e. Others.
4) How frequently do you use online shopping?
a. Once a month.
b. Once in six month.
c. Once a year
d. Others.
5) Is online shopping affordable?
a. Affordable.
b. Neutral.
c. Non affordable.
d. Others.
6) How you are satisfied with online shopping?
a. Yes.
b. No.

7) Are you satisfied with the speed of delivery of products?

a. Highly satisfied.
b. Satisfied.
c. Natural.
d. Dissatisfied.
e. Highly dissatisfied.
8) Did online shopping influence you during pandemic days?
a. Yes.
b. No.
9) Which mode of payment do you prefer the most?
a. Cash on delivery.
b. Online payment.
c. Debit/credit card.
d. Others.
10) How much time do you spend in every visit in online shopping?
a. Less than 1 hour.
b. 1-3 hours.
c. 3-5 hours.
d. More than 5 hour.
11) Are daily use products convenient to purchase through online platforms?
a. Convenient
b. Inconvenient.
12) How would you rate the quality of the products bought from online?
a. Very good.
b. Good.
c. Bad.
d. Neither good nor bad.
13) Have you ever recommended online shopping to your friends/ relatives?
a. Yes.
b. No.

14) What is the biggest challenge you have faced in online shopping?
a. Slow check out time.
b. Lack of product/services.
c. Slow webpage response time.
d. Network connection related problem.
15) How much do you spend on online shopping every month?
a. Less than 1000 rs.
b. 1000-5000rs.
c. 5000-10000rs.
d. More than 10000rs.
16) Do you agree with repurchasing/replacing any product you get in online shopping?
a. Strongly agree.
b. Agree.
c. Neutral.
d. Disagree.
e. Strongly disagree.
17) Do you enjoy the online shopping experience?
a. Yes.
b. No.
18) Do shopping through online platforms help to find variety of products?
a. Yes.
b. No.
19) Do online shopping is save your time & money?
a. Strongly agree.
b. Disagree.
c. Agree.
d. Strongly disagree.
20) What is the key reason for online shopping?
a. Fast shipping.
b. Trust.
c. Price.
d. Variety of products.


JYOTHI-FINAL PROJECT

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

JYOTHI-FINAL PROJECT

Uploaded by

Copyright:

Available Formats

A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING WITH

SPECIAL REFERENCE TO BALLARY CITY

INTRODUCTION/ RESEARCH DESIGN

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 1

1.2 Statement of the problem

1.3 Need of the study

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 2

1.5 Scope of the study

1.6 Objectives of the study

1.7 Research Methodology

1.8 Period of the study

The study of the period is under taken 3 months.

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 3

1.9 Source of the data

1.10 Limitation of the study

a) The study is based upon the consumer behavior of online shopping.

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 4

THEORETICAL BACKGROUND OF THE STUDY

2.1 Concept of online shopping

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 5

According to Engel, Blackwell, and Mansard

2.2 Nature of consumer behavior

1) Influenced by various factors:-

2) Undergoes a constant change.

Consumer behavior is not static. it undergoes a change over a

3) Varies from consumer to consumer.

All consumers do not behave in the same manner. Different

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 6

4) Varies from region to region and country to country.

The consumer behavior varies across states, regions and

5) Varies from product to product.

Consumer behaviour is different for different products. There

2.3 CHARECTRERSTICS OF CONSUMER BEHAVIOUR

Consumer behaviour is influenced by cultural, social, personal, and psychological characteristics.

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 7

 Social classes: These are homogeneous social stratifications in society whose

Buyer behaviour is also influenced by the buyers personal

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 8

 Occupation: buyer consumption pattern is also influenced by his occupation. a

 Economic circumstances: economic circumstances of the buyer will affect his

 Lifestyle: lifestyle is an individual’s way or pattern of living, which is reflected in

 Personality and self-concept: personality is the persons distinguishing

 Motivation: Buyer’s needs are normally biogenic or physiological and

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 9

2.4 Types of consumer behaviour

A) Complex buying behaviour: Consumers go through complex buying behaviour when

B) Dissonance reducing buyer behaviour: Sometimes the consumer is highly involved in a

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 10

2.5 Advantages of consumer behaviour

b) Helps in development of new products: Before launching a new product

c) Helps in reorientation of packaging: A great deal of importance is being

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 11

d) Helps in product orientation: The study of consumer behaviour helps find

e) Helps in formulating right marketing strategy: If one studies well what

2.6 Limitations of consumer behaviour.

Consumer behaviour is a psychological process that is important to business and

a) Inconsistency: One of the biggest drawbacks of relying too heavily on

b) Limited consumer behaviour. Another primary limitation for marketers

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 12

c) Social and cultural influences: Marketers spend significant time trying to

d) Applying stimuli: In its consumer behaviour overview by communicating

VIJAYANAGARA SRI KRISHNADEVARAYA UNIVERSITY, BALLARY-583105 Page 13

INDUSTRY PROFILE AND COMPANY PROFILE

3.1 Introduction to online shopping