SRM VALLIAMMAI ENGINEERING COLLEGE

(An Autonomous Institution)

SRM Nagar, Kattankulathur – 603 203
DEPARTMENT OF MANAGEMENT STUDIES

MASTER OF BUSINESS ADMINISTRATION

A study on Consumer attitude towards online shopping and their

satisfaction in Chennai

KISHORE KUMAR M 142220631045

INTRODUCTION

 Internet is changing the way consumers shop and buy goods and services, and has
rapidly evolved into a global phenomenon. Many companies have started using
the Internet with the aim of cutting marketing costs, thereby reducing the price of
their products and services in order to stay ahead in highly competitive markets.
 Companies also use the Internet to convey communicates 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 the 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
OBJECTIVES OF STUDY

 This project research helps to find out what are the main factors affect the online
consumer when considering and making a purchase over Internet. The objectives
of the study are:
 To know customer’s thought & perception about Online shopping.
 To determine the attractive promotonal activities help, to make the final buying
decision of customers towards Online shopping.
 To know the factors which affect decision making process of customer while
purchasing the Online shopping‘s products..
 To spread awareness about Online shopping even in the untouched niche in the
market through marketing activities.
 To examine whether customers prefer online shopping to physical stores.
PROBLEM IDENTIFICATION

 Due to the rapid development of the technologies surrounding the Internet, a

company that is interested in selling products from its website will constantly has
to search for an edge in the fierce competition.
 There are so many potential consumers, it is of the out most importance to be able
to understand what the consumer wants and needs.
 It is crucial for the online retailers to know what influences the online consumer.
Since online retailing is a new retailing medium and online consumer behaviour
is diverse from traditional consumer behaviour, one must identify what influences
the online consumer.
SCOPE
 At any given time there are millions of people online and each of them is a
potential customer for a company providing online sales.
 The importance of analysing and identifying factors that influence the consumer
when he or she decides to purchase on the Internet is vital. Since the Internet is a
new medium for there have been new demands set by the consumer.
 Consumers are considered these factors need to be identified and taken into
account by online retailers in order to satisfy consumer demands and compete in
the online market.
 Thus this study will be beneficial to the online marketer in making the strategy to
fulfill the need of customer through knowing the attitude and satisfaction level.
 LIMITATIONS

 Limitation of the study is the selection of the existing studies.

 Owing to time limitation, I only searched a few number of journals. This may leave
some other prominent empirical studies out.
 This research is only done in Ghaziabad region. So the study is not vast and the we
didn’t get the proper result. And sometimes people didn’t give answers and there is
always a biasness.
 In addition, owing to the multidisciplinary nature of online shopping, it would be very
interesting to compare IS literature to other disciplines that study online shopping
attitudes and behavior.