This document summarizes a research study on consumer perception and satisfaction with e-commerce and online shopping. It includes: 1) An introduction outlining the growth of e-commerce and importance of understanding consumer behavior online. 2) A literature review covering factors that influence online shopping like self-efficacy, personality traits, online service quality, brand orientation and more. 3) The objectives of the study are to determine key factors affecting online purchases, average spending/frequency, and attitudes toward online vs. physical shopping. 4) The methodology uses a survey questionnaire to collect primary data from a sample of 100 people on their online shopping behaviors and perceptions. 5) Preliminary results from the data

1. CONSUMER PERCEPTION TOWARDS E-COMMERCE AND THEIR
SATISFACTION
A minor project report submitted in Partial Fulfilment of the of the
requirement
Of Applied Management Research course
By
GANGADHAR A
Reg. No.17MG303073
KRISTU JAYANTI COLLEGE (AUTONOMOUS)
BANGALURU
K. Narayanapura, Kothanur P.O.
Bangalore-560077

2. TABLE OF CONTENT
Chapter
No
Title Page No
1 Research Design
1-16
2 Data Analysis and Interpretation
7-17
3 Finding, Conclusion and Suggestion
18-19
4 References
20

3. Executive summary
I did research on attitude toward online shopping consumer behaviour, this topic say
that about individual people behaviour while purchasing good and services from the
online website youngest and senior citizen on E-commerce and Shopping and their
satisfaction. Statistical package for the social science (SPSS) was used for conducting
various parametric test such as Frequency analysis, cross Table analysis, Chi-square and
One Way ANOVA and for data analysis and interpretation. And The findings revealed
that impulse purchase intention, quality orientation, brand orientation, online trust and
prior online purchase experience were positively related to the customer online purchase
intention. The findings suggest that consumers may link personal values to attitude
towards online grocery buying, but also that this relation may be moderated by whether
the consumer previously has carried out an online purchase or an online grocery
purchase, The study started with verifying consumer online behavior and model of
potential of online sales. The results showed only two factors, gender and family
income was significant relationship with overall attitudes towards online shopping. In
addition, results indicated that weekly internet use, having experience in e-shopping,
and willingness to shopping online in the future have significant relationship with
overall attitude towards online shopping.

4. Chapter 1
Research design
1.1Introduction
Internet is motivating the consumers, buy a goods and service in E-commerce, and it is
a fast growing global standards. 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 be ahead in highly competitive markets. Companies also use the
Internet to convey communicates and disseminate information, to sell the product, to
take valuable feedback from customer and also their satisfaction. Customers use the
Internet not only to buy the product online, but also to compare prices, product features
and details of the product and brand goods or discount rate on product, after sale service
facilities the will receive if they purchase the product from a particular store. Many
experts are optimistic about the possibility of online market.
In addition to the potential of the E-Business market, the Internet provides a unique
opportunity for companies to more efficiently reach existing and potential customers.
Almost revenue come from online transfers from through B2B commerce, and B2C
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- consumer
behavior from different cognitive. Many of their studies have posited new emergent
factors or assumptions which are based on the traditional antonyms of consumer
behavior, and then examine their validity in the Internet context.

5. 1.2 Review literature
Self-efficacy
Internet self-efficacy derives from the social awareness theory proposed by Within this
perspective, one's behavior is constantly under reciprocal influence from cognitive (and
other personal reason for the motivation) and environmental influences. self-efficacy
does not have any effect on consumers’ attitudes towards online shopping no matter
what the product is. Viewing the answers given by the sample, it is safe to say that all
respondents consider themself able to use the internet effectively
Bandura, 1997; Eastin, 2002; Li and Zhang, 2002; Perea y Monsuwé, Dellaert and de
Ruyter, 2004; Lu and Hsiao 2007; Hand et al., 2009; Hernández, Jiménez and Martín,
2009; Chen et al., 2010; Hernández, Jiménez and Martín, 2010; Hill and Beatty, 2011;
Hernández, Jiménez and Martín, 2011
Personality traits
the unpleasant outcomes of purchasing a product or service , perceived convenience
involves the time saves and its creates more comfort zone customer buying product and
services given by them Li and Zhang, 2002 O’Cass and Fenech, 2003; Hand et al.,
2009; San Martín Gutiérrez, CamareroI zquierdo and San José Cabezudo, 2010
Online service quality.
The way online service quality is conceptualized varies superb. service quality in e-
commerce in a somewhat circular way as the consumers overall verify and judge of the
excellence and quality of e-service offerings in the mutual market place, service quality
may be attributed to the focus of specific individual research and the different web sites
used in the study, Given the growing importance of online shopping in the market, our
study focuses on service quality provided by web sites selling apparel
Perceived web site quality
We have reached today world is internet where organizational websites are not only
common but expected. If organizations and businesses don’t have a website, they don’t
appear to exist. With more people using search engines to find information than ever
before it is critical that organizations have a strong web presence. Business-to-consumer
Web sites are particularly challenging in the design process but Web site success is
critical to the establishment of viable net-enabled business. J. & Zinkhan, G., 2003

6. Impulse Purchase Orientation
Impulse purchase behaviour happens when a customer feels the urge to purchase
something at the very instant without any more evaluation (Rook, 1987). According to
Piron (1991), Impulse purchase behaviour is an action done without any prior plan as a
result of a stimulus. With the rampant growth of online shopping, the studies made by
Donthu and Garcia (1999) have found that impulse purchase orientation is a default
characteristic of an online shopper.
Brand Orientation
In internet transactions, customers easy trusted corporate and brand names in place of
product information while purchasing online (Ward and Lee, 2000). Jaya wardhena
(2007) have established from their study that there is a significant effect of brand
orientation on customer online purchase intention. (Daniel, Reitsperger, and Gregson,
1995; Foster and Sjoblom, 1996). Garvin (1987)
Attitude towards online shopping
Attitude and perception to made e-commerce buying through online shopping.
Attitudes toward online shopping are good and bad feelings related to accomplishing the
purchasing behaviour on the internet purchase trends and internet added have been
make electronic commerce value in Malaysia rising from 18 million in 1999
(MohdSuki2006). In order to investigate consumer attitudes, we need to know what
characteristics of consumers typically online shopping is and what their attitude in
online shopping is this means that there is no point having an excellent product online if
the types of consumers who would buy it are unlikely to be online. Schlosser, A.E.
(2003). Experiencing products in the virtual world:
Consumer values
consumer values as important to decision making in online shopping . even claim that
values are the ultimate source of choice criteria that drive buying behavior, A large
number of research exists within the concept of consumer values, different points of
view are advocated, and no widely accepted definition seems to exist. propose that
values are trans-situational goals that serve the interest of individuals or groups and that
act as guiding principles in consumers lives. Schwartz and Sagiv (1995), a distinction
should be made between social values and personal values.
Product involvement
Product involvement represents a concern with a product that the consumer brings into a
purchase decision, Consumer involvement with a product influence its relevance and
impact consumer motivation to make a buying decision and has an impact on his
shopping comfort and attitude Product involvement is an enduring type of involvement
and levels of focus with the same product vary greatly across people. Therefore,
consumers with high product involvement experience constant high involvement with a
particular product category (Ha and Lennon, 2010 Peterson, Balasubramanian and
Bronnenberg, 1997; Bhatnager, Misra and Rao, 2000

7. 1.3 Statement of the problem
Customer can get the product Catlog and is shopping cart, He can proceed to check out
as long as his shopping cart is not empty. Customer will require, to login to the system
when he proceed to check out, or customer find difficult while login in website and
payment mode also big difficult while placing order, retail shop product cost sometime
less.
Return policy
This is the one of the factor which is important while shopping online. Sometimes the
customers don’t see and feel of the product, there are chances to return while not
satisfying with the delivered product. Hence, the company do not accept the return
policy of the product.
Hidden changes
when payment mode unwanted changes taken from customer and children education
fees like 1rupees extra
Quality and right product
After placing order customer can get different product from delivery boy and low
quality product while getting hands to customer were different from saw in the website
the customer order size one and getting one or select the wrong size. if customer replace
the product will have to pay the extra shipping charges.
1.4 Objectives of the study
Ø This project research helps to find out what are the main factors affect the online
consumer when considering and making a purchase over Internet and to
determine the factor and attributes which influence online buying behaviour of
consumers
Ø To determine the average spending and frequency of purchase over the the
internet by a consumer
Ø To shopping online customers feel more comfort not stepping out from home
Ø To easily save money and compare to retail shop
Ø To check whether customers prefer online shopping to physical stores
Ø To check customer attitude toward online shopping and satisfaction
Ø To check the consumer how much depend on the online shopping

8. 1.5 Hypothesis
H1: Impulse purchase orientation is positively related to customer online purchase
intention.
H2: Quality orientation is positively related to customer online purchase intention.
H3: Brand orientation is positively related to customer online purchase intention.
H4: Online trust is positively related to the customer online purchase intention.
H5: Prior online purchase experience is positively related to customer online purchase
intention.
H6: The consumer attitude towards online shopping is not statistically significantly
different based on e-shopping environment
H7: High product involvement levels positively affect consumer attitude towards online
shopping.
H8: High level of internet self-efficacy positively influences consumer attitude towards
online shopping
H9: High levels of PIIT more positive toward to consumer attitude towards online
shopping.
1.6 Methodology
1.6.1. Type of research
Descriptive research methodology based on
1.6.2. Source of data
This research study is based on primary ans secondary data. Primary data was collected
from the various groups through survey and secondary data will be collected from
books, journals, slide share and Website.
1.6.3. Data collection
Questionnaire was developed and distributed personally among various categories and
group of people.
1.6.4. Sampling method
Simple random sampling method was used to collect the data

9. 1.6.5. Pilot study
Since it is minor project, no pilot study was conducted.
1.6.6 Sample size
A total number of 100 questionnaires were distributed among various categories of
groups. Hence data was collected from a samples size of 100 people from different
organizations for the purpose of study and analysis where different types people
different mentality.
1.7 Scope of the study
This study is directed towards finding customer attitude forward online shopping while
purchasing product from different websites while buying good and service, customer
finding the needs and wants of them, their taste and preference according mood and
time on their comfort.
1.8 Limitation
Ø As a mini project this study has limitation of various sorts
Ø The finding of the study are topic specific and hence might not have much
relevance outside researcher’s domain
Ø The sample size survey are limited to 100 people. hence the reliability of finding
may lack wider application and to generalization of the finding may not be valid
Ø Finding of the survey based on assumptions that respondents has given correct
information
Ø However the possibility of the incorrect or partial information of the teams and
expression and need to be considered.
Ø The data not have graphical representation it would be a worthwhile to gather
the data from the cities to improve the wider application of the results
1.9 Chapter scheme
Chapter 1
Research Design
This chapter study consists of the types of research carried out which includes samples
size, objective of the study, scope of the study, data collection and limitation

10. Chapter 2
Data Analysis and interpretation
This study was undertaken analyse independent factors to consumer attitude towards
online
Shopping and their satisfaction. Statistical package for the social science (SPSS) was
used for conducting various parametric test such as Frequency analysis, cross Table
analysis, Chi-square and One Way ANOVA and for data analysis and interpretation.
Table 2.1 Mean and rank
Statement Mean Rank
I purchase of products based on celebrities who endorse it. 2.78 23
I get influenced by neighbours opinion on the product I purchase 3.02 21
I purchase product based on friend influence 3.42 9
I care about the quantity of goods which I shop online. 3.58 3
I shop based on Brands. 3.55 4
I am satisfied with the return and replacement option. 3.35 14
I will stick to the brand irrespective of the price. 3.35 14
I am brand consciousness 3.14 20
I get to choose wide variety of products when I shop online 3.26 17
I am happy with the product quality which I purchase online. 3.20 19
I am impressed by the exclusive products launched by online
shopping companies.
3.42 9
I feel online shopping websites are easy to use. 3.48 6
I get product description for shopping websites. 3.47 7
Terms and conditions of the website makes me feel safe. 3.26 17
Online shopping websites care for customer cultural values as they
give offers during festivals
3.37 13
I am comfortable buying good online. 3.38 11
I feel shopping online saves time. 3.59 2
I feel online shopping is sometimes risky 3.32 16
I am more happy and comfortable to shop online than physical stores 3.38 11
I feel online shopping provides same products as physical store. 2.94 22
I purchase products online based on my income 3.47 7
I suggest to friend/ neighbour about online shopping. 3.51 5
I can track the arrival of my orders. 3.76 1
Interpretation
Above table statement rank say that I can track the arrival of my orders. Is the more
important to customer in online shopping

11. Table.2.2 variable Mean and Rank
Variable Mean Rank
Personality traits 3.0726 7
Self–efficacy 3.5347 2
Online service quality 3.5545 1
Brand orientation 3.3036 8
Impulse purchase orientation 3.3201 5
Perceived web site quality 3.3993 3
Consumer values
3.3713 4
Attitude 3.3069 6
Interpretation
This table show that online service quality is important to customer in online shopping

12. Table 2.3 Cross Tabulation
Annual Income of the Respondent
Total
0-
250000
250000-
500000
500000-
1000000 Above1000000
Age of the
Respondents
20-
30
Count 44 15 5 1 65
Expected
Count
36.7 18.0 7.7 2.6 65.0
% within
Age of the
Respondents
67.7% 23.1% 7.7% 1.5% 100.0%
% within
Annual
Income of
the
Respondent
77.2% 53.6% 41.7% 25.0% 64.4%
% of Total 43.6% 14.9% 5.0% 1.0% 64.4%
30-
40
Count 7 10 7 2 26
Expected
Count
14.7 7.2 3.1 1.0 26.0
% within
Age of the
Respondents
26.9% 38.5% 26.9% 7.7% 100.0%
% within
Annual
Income of
the
Respondent
12.3% 35.7% 58.3% 50.0% 25.7%
% of Total 6.9% 9.9% 6.9% 2.0% 25.7%
40-
50
Count 3 1 0 1 5
Expected
Count
2.8 1.4 .6 .2 5.0
% within
Age of the
Respondents
60.0% 20.0% 0.0% 20.0% 100.0%
% within
Annual
Income of
the
Respondent
5.3% 3.6% 0.0% 25.0% 5.0%
% of Total 3.0% 1.0% 0.0% 1.0% 5.0%
50-
60
Count 3 2 0 0 5
Expected
Count
2.8 1.4 .6 .2 5.0
% within
Age of the
Respondents
60.0% 40.0% 0.0% 0.0% 100.0%

13. Interpretation
Above table say that annual income younger age between 20-30 year people income is
more because that effect the online purchasing is more
% within
Annual
Income of
the
Respondent
5.3% 7.1% 0.0% 0.0% 5.0%
% of Total 3.0% 2.0% 0.0% 0.0% 5.0%
Total Count 57 28 12 4 101
Expected
Count
57.0 28.0 12.0 4.0 101.0
% within
Age of the
Respondents
56.4% 27.7% 11.9% 4.0% 100.0%
% within
Annual
Income of
the
Respondent
100.0% 100.0% 100.0% 100.0% 100.0%
% of Total 56.4% 27.7% 11.9% 4.0% 100.0%

14. Frequency Table
Table 2.4 Age of the Respondents
Frequency Percent
20-30 65 64.4
30-40 26 25.7
40-50 5 5.0
50-60 5 5.0
Total 101 100.0
Fig 2.4Age of the Respondents
Interpretation
The figure show that 65% of the respondents belongs to the age group between 20-
30years, 25% between 30-40 years, 5% between 40-50 and 5% 50-60 years of age
Inference
The data point towards a comparatively younger population with reasonable online
shopping

15. Table 2.5 Marital Status of the Respondents
Frequency Percent
Married 42 41.6
single 59 58.4
Total 101 100.0
Fig 2.5Marital Status of the Respondents
Interpretation
In the figure show that married 45% and single is 55% It show that online shopping
done by unmarried people more than married

16. Table 2.6 Education Qualification of the Respondent
Frequency Percent
SSLC 9 8.9
PUC 10 9.9
DEGREE 40 39.6
PG 42 41.6
Total 101 100.0
Interpretation
In figure show that PG 45% Degree 40% Puc10% and SSLC is 5% It show that PG and
Degree are more depend on purchasing product from online shopping more

17. Table 2.7 Annual Income of the Respondent
Frequency Percent
0-250000 57 56.4
250000-500000 28 27.7
500000-1000000 12 11.9
Above1000000 4 4.0
Total 101 100.0
Interpretation
In the figure show that from 0-250000 is 56.4% and 250000-500000 is 27.7% and
500000-1000000 is 11.9% and Above1000000 4% it how that show single unmarried
people for annual is less than 250000

18. Table 2.8 E-Commerce
Frequency Percent
Excellent 26 25.7
Good 50 49.5
Above
good
19 18.8
Bad 6 5.9
Total 101 100.0
Interpretation
In the figure show that from excellent is 25.7% and Good is 49.5 % and Above good is
18.9 % and bad 5.9% it shows e-commerce is good buying goods from online shopping

19. Table 2.9 Chi-square Test
Value df
Asymptotic
Significance
(2-sided)
Pearson
Chi-Square
20.537a
9 .015
Likelihood Ratio 27.042 9 .001
Linear-by-Linear
Association
2.393 1 .122
N of Valid Cases 100
Hypothesis
H0: There is no significance associative between income and education
Interpretation
From chi-square done on the type of education and income the significant value is
(0.015and significant value is < than 0.05 the result is significant), the null hypothesis is
rejected. Income and education
Table 2.10 One Way ANOVA
Attitude
Sum of
Squares df Mean Square F Sig.
Between
Groups
1.558 3 .519 1.547 .207
Within Groups 32.552 97 .336
Total 34.110 100
Hypothesis
H0: There is no significance different between Age and Attitude
Interpretation
From One Way ANOVA done on the type of age and attitude the significant value is
(0.207 and significant value is < than 0.05) the result is no significant the null
hypothesis is accepted. impact doesn’t effect

20. Table 2.11 One Way ANOVA
Brand Orientation
Sum of
Squares df Mean Square F Sig.
Between
Groups
1.057 3 .352 .634 .595
Within Groups 53.854 97 .555
Total 54.911 100
Hypothesis
H0: There is no significance different between Age and Brand Orientation
Interpretation
From One Way ANOVA done on the type of the Age and Brand Orientation significant
value is (0.595 and significant value is < than 0.05 the result is no significant the null
hypothesis is accepted. impact doesn’t effect.

21. Chapter 3
Finding and conclusion
Finding
The study has been aimed at finding out the consumer attitude towards online
Shopping and their satisfaction. Statistical package for the social science (SPSS), Data
has been collected from 100members belonging to different categories from across
various types of fields like students, relatives and know customer in my shop
Ø According to table 2.1 Above table statement rank say that I can track the arrival
of my orders. Is the more important to customer in online shopping
Ø According to table 2.2 This table show that online service quality is important to
customer in online shopping
Ø According to table 2.3 Above table say that annual income younger age between
20-30year people income is more because that effect the online purchasing is
more
Ø According to table 2.4 The figure show that 65% of the respondents belongs to
the age group between 20-30years, 25% between 30-40 years, 5% between 40-
50 and 5% 50-60 years of age, The data point towards a comparatively younger
population with reasonable online shopping
Ø According to table 2.5 In the figure show that married 45% and single is 55% It
show that online shopping done by unmarried people more than married
Ø According to table 2.6 In figure show that PG 45% Degree 40% Puc10% and
SSLC is 5% It show that PG and Degree are more depend on purchasing product
from online shopping more
Ø According to table 2.7 In the figure show that from 0-250000 is 56.4% and
250000-500000 is 27.7% and 500000-1000000 is 11.9% and Above1000000 4%
it how that show single unmarried people for annual is less than 250000
Ø According to table 2.8 In the figure show that from excellent is 25.7% and Good
is 49.5 % and Above good is 18.9 % and bad 5.9% it shows e-commerce is good
buying goods from online shopping
Ø According to table 2.9 From chi-square done on the type of education and
income the significant value is (0.015and significant value is < than 0.05) the
result is significant, the null hypothesis is rejected. Income and education
Ø According to table 2.10 From One Way ANOVA done on the type of age and
attitude the significant value is (0.207 and significant value is < than 0.05) the
result is no significant the null hypothesis is accepted. impact doesn’t effect
Ø According to table 2.11 From One Way ANOVA done on the type of the Age
and Brand Orientation significant value is (0.207 and significant value is < than
0.05 the result is no significant the null hypothesis is accepted. impact doesn’t
effect.

22. Hypothesis Testing
Chi-Square Test
Ø Chi-square test was conducted to find out if there any relationship between
income and education
Ø There is positive relationship between the education and income
Ø The test result show that
Ø Since p value is (0.015)>.005, results is not significant
Ø P value =0.15 therefore ho is reject and there is significant between two variable
One Way ANOVA
Ø One Way ANOVA test was conducted to find out impact one Age and Attitude
Ø the significant value is (0.207 and significant value is < than 0.005) the result is
no significant the null hypothesis is accepted
Ø P value is (0.207< than 0.05) therefore the age and attitude doesn’t effect
One Way ANOVA
Ø One Way ANOVA test was conducted to find out impact one Age and Attitude
Ø the significant value is (0.207 and significant value is < than 0.005) the result is
no significant the null hypothesis is accepted
Ø P value is (0.595< than 0.05) therefore the Age and Attitude doesn’t effect
Conclusion
Rapid changing the Indian lifestyle, particularly those who are living in urban area in
India has per greatly increasing in the demand in online shopping good and product
from the website and young people are depending on online shopping purchase and
services from them and E-marketing focusing young people attracting customer from
different website and making more comfort zone to the customer because of that
customer are demanding more product and verity of goods and style service from the
online shopping.

23. References
Ø Citrin, A. V., Sprott, D. E., Silverman, S. N. and Stem, D. E., (2000). Adoption
of Internet shopping: The role of consumer innovativeness. Industrial
Management and Data System, 100 (7), 294–300.
Ø Alreck and Settle 2002; Brown et al. 2003; Donthu and Garcia 1999;
Korgaonkar and Wolin 1999; Levy 1999; Li et al. 1999; ; Rodgers and Harris
2003; Slyke et al. 2002; Stafford et al. 2004]
Ø Alba, J., Lynch, J., Weitz, B. and Janiszewski, C. (1997). ‘Interactive home
shopping: consumer, retailer, and manufacturer incentives to participate in
electronic marketplaces’, Journal of Marketing, 61(3), 38-53.
Ø Balasubramanian, S., Konana, P. and Menon, N. (2003). ‘Customer satisfaction
in virtue environment: A study of online investing’, Management Service, 49(7),
871-889.
Ø Malaysia Internet Usage and Telecommuication Report. Retrieved April 4, 2010,
from http://www.internetworldstats.com/asia/my.htm International Business
Research Vol. 3, No. 3;
Ø International Business Research; Vol. 6, No. 1; 2013 ISSN 1913-9004 E-ISSN
1913-9012 Published by Canadian Center of Science and Education
Ø Butler, P. and Peppard, J., “Consumer purchasing on the Internet: Process and
Prospects”, European Management Journal, Vol. 16, No. 5: 600-610, 1998.
Ø Http://www.studymode.com/essays/attitude-of-indian-consumers-towards-
online 647049.html.
Ø Http://www.ijsrp.org/research-paper-0613.php?Rp=P181300
Ø https://en.wikipedia.org/wiki/Online_shopping
Ø https://scholar.google.co.in/scholar?hl=en&as_sdt=0%2C5&q=consumer+attitu
de+towards+online+shopping&oq=consumer+attitude+towards+online+shoppin
g
Ø Butler, P. and Peppard, J., “Consumer purchasing on the Internet: Process and
Prospects”, European Management Journal, Vol. 16, No. 5: 600-610, 1998.

24. Annexure
QUESTIONNAIRE
1. What types of age group people will purchase online shopping
a. 20-30
b. 30-40
c. 40-50
d. 50-60
2. Which type of category belonging
a. Professional
b. Students
c. Business man
d. Others
3. Please tick your income or salary in a month
a. 0-250000
b. 250000-500000
c. 500000-1000000
d. Above1000000
4. Your Gender
a. Male
b. Female
c. Others
5. Please select your education level
a. SSLC
b. PUC
c. Degree
d. PG
6. Why you people buy goods from online
a. Easy to purchase
b. Easy to pay
c. More number of item's
d. Comfortable zone
7. What you feel E-commerce market product less than local shop
a. Excellence
b. Good
c. Above good
d. Bad

25. 8. When consumer attitude or perception forward to online shopping
a. Feel happy
b. Disappointed
c. Comfort zone
d. All the above
9. Which type of payment you will do in online shopping
a. Credit or debit card
b. Paytm
c. Free recharge mode
d. Bank transfer
e. All the above
10. What you feel about E-commerce
a. Excellent
b. Good
c. Above good
d. Bad
11. Choose your product variety you prefer to buy in online
a. Clothes
b. Moblie
c. Book
d. Others
12. Which online E-marketing you prefer more
a. Flip kart
b. Amazon
c. E-bay
d. Snap deal
13. When customers get irritated with online shopping
a. Out of stock
b. Getting damaged product
c. Delivery late customer
d. Product available lesser rate in local market
14. What is your review rating in online shopping
a. One star
b. Two star
c. Three star
d. Four star
e. Five star

26. Kindly rate the following statements based on your Attitude towards e-commerce as per
the scale: 1-Strongly disagree, 2-Disagree, 3-Neutral, 4-Agree, 5-Strongly agree
SL NO STATEMENTS 1 2 3 4 5
1 I purchase of products based on celebrities who
endorse it.
2 I get influenced by neighbours opinion on the
product I purchase
3 I purchase product based on friend influence
4 I care about the quantity of goods which I shop
online.
5 I shop based on Brands.
6 I am satisfied with the return and replacement
option.
7 I will stick to the brand irrespective of the price.
8 I am brand consciousness
9 I get to choose wide variety of products when I shop
online
10 I am happy with the product quality which I
purchase online.
11 I am impressed by the exclusive products launched
by online shopping companies.
12 I feel online shopping websites are easy to use.
13 I get product description for shopping websites.
14 Terms and conditions of the website makes me feel
safe.
15 Online shopping websites care for customer cultural
values as they give offers during festivals
16 I am comfortable buying good online.
17 I feel shopping online saves time.
18 I feel online shopping is sometimes risky
19 I am more happy and comfortable to shop online
than physical stores
20 I feel online shopping provides same products as
physical store.
21 I purchase products online based on my income
22 I suggest to friend/ neighbour about online shopping.
23 I can track the arrival of my orders.