valsad Escorts Service ☎️ 6378878445 ( Sakshi Sinha ) High Profile Call Girls...
customer satisfaction in online shopping
1. 1
CHAPTER-I
DESIGN OF THE STUDY
1.1 INTRODUCTION
Online shopping is the process whereby consumers directly buy goods, services etc. From a
seller interactively in real-time without an intermediary service over the Internet .online
shopping is the process of buying goods and services from merchants who sell on the
Internet. Since the emergence of the World Wide Web, merchants have sought to sell their
products to people who surf the Internet. Shoppers can visit web stores from the comfort of
their homes and nowadays, online shopping is a fast growing phenomenon. Growing numbers
of consumers shop online to purchase goods and services, gather product information or even
browse for enjoyment. Online shopping environment are therefore playing an increasing role
in the overall relationship between markets and their consumers. That is consumer-purchase
is mainly based shops as they sit in front of the computers. Consumers buy a variety of items
from online stores. On the cyberspace appearance such as pictures, image, quality
information and video clips of the product, not on the actual experience.
As the Internet has now become a truly global phenomenon, the number of Internet users
worldwide is expected to reach 1.8 billion by 2010 according to the survey of click stats, this
growing and diverse Internet population means the people having diverse taste and purposes
are now going to web for information and to buy products and services. The wide use of
Internet and the rapid growth of technology have created a new market for both the customers
and business. Now day’s Internet is not just another medium to get touch in with customers,
but it is an important channel to find potential customers as well as channel to continue
relationship with existing customers. Essentially, the idea of online shopping is to lead
customers to a convenient way of shopping. Customers will be able to save their time and
money, plus retrieve all the product information with just few clicks in few minutes. Plus,
purchasing can be done anywhere, anytime according to their preferences.
2. 2
1.2 STATEMENT OF PROBLEM
Online marketing has gained a lot of importance in present marketing conditions. But along
with its vital growth the number of scamps, fraudulent practices and cheating also increased.
Such cheating activities had created fear in the minds of customers and also an adverse
impact in the attitude of consumers towards online purchase. The problem area of this survey
is consumer’s satisfaction and attitudes towards online shopping will determine the factors
that influence customers to shop online and those factors will help the marketers to formulate
their strategies towards online marketing.
3. 3
1.3 REVIEW OF LITERATURE
1. Ashok sinha decided to give it a try. Overall shopping experience was very good
expected for the inconvenience of seeing a lot of items that are not in stock. Think
they have added a lot of products in to their database just to give a feeling that they
have a big catalog but it will make anyone frustrated to see so many items in the
catalog and later figure out most of them are not in stock.
2. Dharma singh discussed had never used tradus.com before but started hearing about
the same in last few months had visited the site and the first impression was not bad.
It was excited by seeing a lot of items at a decent price. A search for tripod showed
over 150 items, starting from a price a range of rs 700 to rs 40000. Then short listed a
couple of them and started reading reviews. However, it was eventually figured out
they have just one model in stock, which is over 22,000 INR, which was beyond my
budget.
3. Shippa gupta ‘Indian online shoppers believed there was a wider purchase choice
online rather than off line, that shopping online extremely convenient and easy, and
that most goods were cheaper online than they were off line,’ says, country manager
west Africa, master card worldwide. Times of India also explored the reasons why the
majorities (78%) of Indians surveyed do not currently shop online. Of this group, 59%
said they were not sure that making transactions online was secure or safe, 43% said
they simply preferred to shop in store to look at the physical products and the
additional 40% raised their concerns about the time it would take for items to be
delivered to them.
4. Subash rowther online security is a priority for and we work closely with our
customers financial institutions and retailers in Nigeria to ensure that online holders
can give the highest level of confidence when shopping online, and that retailer can
gain greater assurance about the identity of the customer completing a purchase.
5. Rodgers et al. (2005) work, the objectives was to test “the moderating effect online
experience on antecedents to online satisfaction and on relationship between online
satisfaction loyalties” by asking 836 respondents; both high and low online
experience [20]. The antecedent’s factors of online satisfaction were divided into 3
main factors as following: 1) information quality-in formativeness and entertainment
2) system quality – interactivity and access 3) service quality– tangibility, reliability,
responsiveness, assurance and empathy.
4. 4
6. Hsuehen (2006) has also explained about their investigations of the relationship
among website quality, customer value and customer that in defining the sub-
attributes of each main factor, web customer satisfaction can be classified into two
distinctive attributes which are web information quality (IQ) referred as “the
customers’ perception in quality of information presented on a website” and web
system quality (SQ) referred as “the customers’ perception of web site's performance
in information retrieval and delivery”[21]-[22].
5. 5
1.4 SCOPE OF THE STUDY
To know there brand loyalty.
To know about which purchase type people prefer most.
To find out the reason for buying products.
To find out the price range that people prefer most.
To know which features they admire in their products.
6. 6
1.5 OBJECTIVES
To find out the satisfaction level of the customer for online purchase.
To know the specific reasons for which purpose consumer purchase in online?
To find out the consumer satisfaction level for services provided by the online
shopping.
7. 7
1.6 RESEARCH METHODOLOGY
The research design used for the study is descriptive. Descriptive research studies are those,
which are concerned with describing the characteristics of a particular individual or group.
The studies concerned with specific prediction with narration of facts and characteristics
concerning individual group or situation are all examples of descriptive research studies.
Population size
The total population size is indefinite.
Sample size
This refers to the number of items to be selected from the total population to constitute the
sample. The sample size used for study is 50.
Sample design
It is a definite plan for obtaining a sample from a given population. It refers to the technique
the researcher adopts in selecting items for the sample. The respondents are selected based on
convenient sampling.
Statistical tools
The data collected through questionnaires were analyzed using simple percentage analysis
8. 8
1.7 LIMITATIONS OF THE STUDY
The study is confined to Rajapalayam only.
The study is based upon the consumer behaviors of online shopping.
The data collected for the research is fully on primary data given by the respondents.
There is chance for personal bias. So the accuracy is not true.
9. 9
CHAPTER-II
OVERVIEW OF THE STUDY
2.1 INTRODUCTION
With the rapid global growth in electronic commerce (e-commerce), businesses are
attempting to gain a competitive advantage by using e-commerce to interact with customers
(demangeot and broderick, 2007). Nowadays, online shopping is a fast growing phenomenon.
Growing numbers of consumer shops online to purchase goods and service, gather product
information or even browse for enjoyment. Online shopping environments are therefore
playing on increasing role in the overall relationship between marketers and their consumers
(Koo et al. 2008). That is consumer-purchase is mainly based on the cyberspace appearance
such as pictures, images, quality information, and video clips of the product, not an actual
experience (Brennan et al. 2008; constantinides, 2004). As the Internet has become truly
global phenomenon, the number of Internet users worldwide is expected to reach 1.8 billion
by 2010 according to the survey of click stats, cited in Kotler & Armstrong (2008). These
growing and diverse Internet populations mean that people having diverse tastes and purposes
are now going to the web for information and to buy products and services. Thus, the impact
of these online shopping environments on consumer response necessitates a critical
understanding for marketing planning.
10. 10
2.2 CONSUMER SATISFACTION
The study of consumers helps firms and organizations improve their marketing strategies by
understanding issues such as how
the psychology of how customers think, feel, reasons, and select between different
alternatives (e.g., brands, products);
The psychology of how the consumer is influenced by his or her environments (e.g.,
culture, family, signs. Media).,
the behavior of consumers while shopping or making other marketing decisions;
limitations in consumer knowledge or information processing abilities influence
decisions and marketing outcome;
how consumer motivation and decision strategies differ between product that differ in
their level of importance or interest that they entail for the consumer ;
How marketers can adapt and improve their marketing campaigns and marketing
strategies to more effectively reach the consumer.
One “official” definition of consumer behavior is “the study of individuals, groups, or
organizations, and the processes they use to select, secure, use, and dispose of products,
services, experience or ideas to satisfy needs and the impacts that these processes have on the
consumer and society.” although it is not necessary to memorize this definitions, it brings up
some useful points:
Behavior occurs either for the individual, or in the context of a group (e.g., friends
influence what kinds of clothes a person’s wears) or an organizations (people on the
job make decisions as to which products the firm should use).
Consumer behavior involves the use and disposal of products as well as the study of
how they are purchased. Products the use is often of great interest to the marketer,
because this may influence how a product is best positioned or how we can encourage
increased consumptions. Since many environmental problems result from products
disposal (e.g., motor oil being sent into sewage system to save the recycling fee, or
garbage pilling up at landfills) this is also an area of interest.
Consumer behavior involves services and ideas as well as tangible products.
The impact of consumer behavior on society is also of relevance. For example,
aggressive marketing of high fat foods, or aggressive marketing of easy credit, may
have serious repercussions for the national health and economy.
There are four main applications of consumer behavior:
11. 11
The most obvious is for marketing strategies-- i.e., for making better marketing
campaigns. For example, by understanding that consumers are more respective to
food advertising when they are hungry, we learn to schedule snack advertisements
late in the afternoon. By understanding that the new products are usually initially
adopted by a few consumers and only spread later, and then only gradually, to the rest
of the population, we learn that (1) companies that introduce new products must be
well financed so that they can stay afloat until their products become a commercial
success and (2) it is important to please initial customers, since they will in turn
influence many subsequent customers brand choices.
A second application is public policy, in the 1980s, acutance, a near miracle cure for
acne, was introduced. Unfortunately, acutance resulted in severe birth defects if taken
by pregnant women’s. Although physicians were instructed to warn their female
patients of this, a number still become pregnant while taking the drug. To get
consumers’ attention, the federal drug administration (FDA) took the step of requiring
that very graphic pictures of deformed babies be shown on the medicine containers.
Social marketing involves getting ideas across to consumer rather than selling
something, Marty Fishbein, a marketing professor, went on sabbatical to work for the
centers for disease control trying to reduce the incidents of transmission of diseases
through illegal drug use. The best solution, obviously, would be if we could get illegal
drug users to stop. This, however, was deemed to be infeasible. It was also determined
that the practice of sharing needles was too ingrained in the drug culture to be
stopped. As a result, using knowledge of consumer attitudes, Dr. Fishbein created a
campaigns that encouraged the cleaning of needles in bleach before sharing them, a
goal that was believed to be more realistic,
As a final benefit, studying consumer behavior should make as better consumer.
Common sense suggest, for example, that if you buy a 64 liquid ounce bottle of
laundry detergent, you should pay less per ounce than if you bought two 32 ounce
bottles. In practice, however, you pay often pay a size premium by buying the larger
quantity. In other words, in this case, knowing these facts will sensitize you to the
need to check the unit cost labels to determine if you are really getting a bargain.
There are several units in the market that can be analyzed. Our main thrust in the course is the
consumer. However, we will also need to analyses our own firm's strengths and weaknesses
and those of competing firms. Suppose, for example, that are make a product aimed at older
12. 12
consumer, a growing segments. A competing firm that targets babies, a shrinking market, is
likely consider repositioning toward our market . To assess a competing firm’s potential
threat, we need to examine its assets (e.g., technology, patents, market knowledge, and
awareness of its brands) against pressure its faces from the market. Finally, we need to assess
the conditions (the marketing environment). For example, although we may have developed a
product that offers great appeals for consumers, a recession may cut demand dramatically.
2.2.1 ONLINE SHOPPING
Online shopping is the process of buying goods and services from merchants over
the Internet. Since the emergence of the World Wide Web, merchants have sought to sell
their products to people who spend time online. Shoppers can visit web stores from the
comfort of their homes and shops as they sit in front of the computer.
Consumers can buy a huge variety of items from online stores, and just about
anything can be purchased 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 online stores. Many people choose to
shop online because of the convenience. For example, when a person shops at a bricks and
mortar store, she has to drive to the store, find a parking place, and walk throughout the store,
until she locates the products she needs. After finding the items she wants to purchase, she
may often need to stand in long lines at the cash register.
Contrast, online shopping helps consumer avoid these disadvantages. A person only
has to log onto the internet, visit’s the stores website, and choose the items she desires. The
items are held in a virtual shopping cart until she is ready to make purchase. The shopper can
remain in her pajamas as she does her shopping, and the process can be conducted in the
weak hours of the morning or late into the night. Online stores are almost never close.
Despite the convenience, not everyone chooses to purchase items and services online. Some
people like the idea of physically going to a store and experiencing the shopping process.
They like to touch the merchandise, try on clothing, and be around other people. Online
shopping doesn’t permit shoppers to touch products or have any social interaction, and it also
doesn’t allow them to take the merchandise home the same day they buy it.
Other people may worry about shopping online because they fear their credit card
information will be compromised. Since it’s necessary to provide credit card information
when purchasing products online, it is possible for individuals to become victims of identity
theft. Using secure servers can help, but it’s no guarantee that credit information will remain
private. Another reason some consumers avoid shopping online is the fact that they worry
13. 13
that the products they purchase are not accurately portrayed in the websites picture or that
they will be of lesser quality. It’s also impossible to try on apparel bought over the internet,
so a consumer has to rely on body measurements in order to make sure the clothing will fit
properly. If the clothing arrives in the mail and it’s too small, it must be mailed back, which
is a potential inconvenience that some shoppers may not wish to face.
Nearly every person who own an computer has bought something on the internet at
least
Once but how are people’s lives affected? Is it unsafe or difficult to order the goods you want
on a site you do not know? Or is it more expensive than going to a shop and buy the things
you want there? Online shopping is making things much easier in terms of time. The only
thing you have do to be going to the internet page, choose the product you want and buy it.
After that you have to wait less than four days and whatever you bought it is inform of your
door. To go shopping online is very important for some people because you can buy food as
well as things you need in the household and if you are not able to go out any more for any
reason. You have got everything you need on the internet shop. Another good opportunity in
online shopping is you are able to compare price much easier. The weakness of online
shopping is that you have to be really careful in choosing the site you want to buy the things
you need. Some sites just want you money and won’t give you anything. Another is problem
is the quality of the things you get. If you order food for example and you get old or bad one
you are able to send it back but you aren’t got anything for that. Online shopping is always
quite tricky, you have to look at the prices and compare them to the other sites to be sure you
are not paying way too much for the goods you want.
In my opinion internet shopping is a good and useful invention. If you are in a place
where nothing is around like the school Gordonstoun and you need things for example a
music player or ear phones you are able to order it so easily but you always have to choose a
serious site where you can make sure that the things you are ordering are definitely coming to
the place you want.
2.2 HISTORY OF RAJAPALAYAM
2.2.1 History of Rajapalayam
It was constituted on 1-10-1940 with a population of 38641. This municipal town consists of
Rajapalayam village, inamchettikulam, sambandapuram, and north venganallur,
pudupalagam, inamthoppupatti, sambandapuram, kothathankulam part and kothathankulam
14. 14
villages. Kothathankulam and agricultural areas are found in the western part of this town.
Five roads are radiating from Rajapalayam on the east chattarapatti and on to the west to
mountains and ayyanar falls. The concentration of industrial activities – specially cotton
industry, made this town a more significant zone in kamarajar district.
History & Growth
Name “Rajapalayam” is derived from the word “rajas” Tamil synonym for raja and palayam
in Tamil a “cantonment on fort”. Thus Rajapalayam means raja’s fort. Rajapalayam is
inhabited by people who came from the old vijayanagaram state one china raja, a lineage
decedent of the king of vijayanagar belonged to pasumpatti migrated to the south along with
his followers and settled at kilarajakularaman at the first instance and then moved their
settlements to palayapalayam in 1483 a.d. when vijayanagaram rule was established in
maduri, the descendents of the original emigrants were said to have served under the
chokkanathanayak, king of maduri ( 1659 – 1682) who has recorded his appreciation of the
service rendered by chinne raja and his four sons and has granted sasanam. Either after the
battle of talaikotta (1565) or on the eve of the same battle more rajas migrated to the south
from the Vijayanagar Empire. They settled in pudupalayam, western portion of Rajapalayam
municipality and the town was expanded by purchasing lands from
vijayarengacokkanathanayak (1706 – 1732). Rajapalayam was constituted as a united board
in the year 1885. It became a panchayat board in the year 1930. Railway line was laid in the
year 1927 and the town was electrified in 1937.
Geographical Feature
The climate in the Rajapalayam town is hot and dry. The average annual rainfall during the
year 1991 was 82.88 and the town gets maximum rainfall during the northeast monsoon.
Average temperature is 26.65 C minimum and 38.45 C maximum. Major wind directions are
of east, south and the east in May and June and of west in October and November. As of
2001 India census, Rajapalayam had a population of 121,982. Males constitute 50% of the
population and females 50%. Rajapalayam has an average literacy rate of 73%, higher than
the national average of 59.5%: male literacy is 80% of the population is under 6 year of age.
As of 2011 India census, Rajapalayam had a total population of 307,959 with 153,529 males
and 154,430 females.
Transport
Bus
Rajapalayam has two bus stands to cater to the need of the population. The old bus stand
currently serves as the city bus stand. The new bus stand on Sankarankoil Road is where all
15. 15
the mofussil buses stop by. Buses frequently shuttle between Maduri and Rajapalayam. There
are buses, every 15 minutes, from Rajapalayam to Tirunelveli travel via Sankarankoil and
every 30 minutes to virudhunagar and vice- versa.
Rail
Express Trains
The podhigaiexpress Superfast train bearing on (12661) from Chennai Edmore to sengottai
reaches Rajapalayam every day at around 6.30 AM. Similarly the Podhigai Express Superfast
train bearing on (12662) from Sengottai to Chennai Egmore Express Rajapalayam every
night at around 08.20 PM. Sengottai Chennai Egmore Express bearing on (06804) from
Sengottai to Chennai Egmore reaches Rajapalayam every night at around (03.45) PM on
every Wednesday evening. Similarly Chennai Egmore Sengottai Express bearing on (06803)
from Chennai Egmore to sengottai reaches Rajapalayam at around 5.50 AM every
Wednesday morning. There are also special trains available from Chennai to Sengottai and
vice versa via Rajapalayam almost throughout the year Trains from/towards Tirunelveli can
be caught at Virudhunagar Junction.
Passenger Trains
There are 3 passenger train services from Madurai to Sengottai that pass through
Rajapalayam on a daily basis at 09.00 AM, 01.20 PM and 07.05PM respectively. Similarly
there are 3 passenger train services from Sengottai to Madurai that pass through Rajapalayam
on a daily basis at 08.30 AM, 01.25 PM respectively. The passenger train fare is just half of
what the buses charge and these passenger are always crowded.
By Air
The nearest domestic airport is Madurai Airport (80 km). Madurai Airport is around 1.5 hours
from Rajapalayam. Paramount Airways, jet Airport, Spice jet and Air India are operating
daily flights between Madurai Airport and Chennai International Airport.
Education 2
Schools
1. AKD Dharma Raja Girls High School.
2. AKD Dharma Raja Boys High School.
3. Amanda Vidyalaya Matriculation School.
4. casadimirmartricschool.in/ index. Asp CASA DI MIR Matriculation school
5. Chinmaya Vidyalaya.
6. Maharishi VidyaMandir Matriculation Hr.sec.School.
7. M.A.A.M Hr. Secondary School.
16. 16
8. Nadar Higher Secondary School.
9. P.A.C.M Higher Secondary School.
10. P.A.C.R Ammani Ammal Girls Higher Secondary School.
11. SeithurSevagaPandiya government Higher Secondary School. (Board
Higher School)
12. Sri Ramana Vidyalaya School.
13. Nadar Matriculation Hr. Sec. School.
College
1 Rajapalayam Rajus’ College.
2 AKD Dharma Raja Women’s College.
Polytechnic
1. P.A.C Ramasamy Raja’s Polytechnic.
2. Manjammal Polytechnic College.
3. Angel Polytechnic College.
Tourism
AyyanarKoil Forest Area (Ayyanar Falls)
AyyanarKoil forest area is located 10 km west of Rajapalayam on the eastern slope of
Western Ghats. The forest area has many of streams, waterfalls, springs and a temple. Hiking
in this forest area is one of the main recreations for Rajapalayam residents. Rajapalayam
Water Reservoir, which provides water to the entire city, is situated en route to Ayyanar
Falls. Rajapalayam Dam and Rajapalayam Water Treatment Plant are also situated adjacent
to the Rajapalayam Water Reservoir. Motor pumps are not used for pumping of water supply
and distribution system because of water flown on natural gravitational force.
Sri VallakattuKaruppasamyKovil
VallakattuKaruppasamy temple is situated en route to AyyanarKoil right in the middle of
forest. Lord Karuppusamy is one of the 21 associate folk-deities of Ayyanar. This temple is
located next to awesome dam that supply water to Rajapalayam Township.
Sanjeevi Hills
17. 17
CHAPTER –III
ANALYSIS OF STUDY
TABLE 3:1
GENDER WISE CLASSIFICATIONS
S.NO GENDER RESPONDENTS PERCENTAGE
1 MALE 30 60%
2 FEMALE 20 40%
TOTAL 50 100%
INFERENCE
From the above table 3:1 shows that 60% of the respondents are male and 40%
of the respondents are female.
19. 19
TABLE 3:2
AGE WISE CLASSIFICATIONS
S.NO AGE RESPONDENTS PERCENTAGE
1 UNDER 18 9 18%
2 18-24 21 42%
3 25-34 12 24%
4 ABOVE 34 8 16%
TOTAL 50 100%
Inference
From the above table 3:2 shows that 42% of the respondents are age group of 18-24yrs and
24% of the respondents are age group of 25-34yrs and 18% of the respondents are age group
of under 18yrs and 16% of the respondents are age group of above 34yrs
20. 20
CHART 3:2
AGE WISE CLASSIFICATIONS
UNDER 18 18-24 25-34 ABOVE 34
18%
42%
24%
16%
AGE WISE CLASSIFICATIONS
21. 21
TABLE 3:3
PROFESSION WISE CLASSIFICATIONS
S.NO PROFESSION RESPONDENTS PERCENTAGE
1 STUDENT 14 28%
2 PROFESSION 6 12%
3 WORK EMPLOYEE 18 36%
4 OTHERS 12 24%
TOTAL 50 100%
INFERENCE
From the above table 3:3 shows that 36% of the respondents are work employees and 28% of
the respondents are student 24% of the respondents are others 12% of the respondents are
profession.
23. 23
TABLE 3:4
MONTHLY INCOME WISE CLASSIFICATIONS
S.NO CURRENT
MONTHLY
INCOME
RESPONDENTS PERCENTAGE
1 LESS THAN 5000 38 76%
2 5000-10000 7 14%
3 10000-25000 3 6%
4 ABOVE 25000 2 4%
TOTAL 50 100%
INFERENCE
From the above table 3:4 shows that 76% of the respondents are less than 5000 and 14% of
the respondents are 5000-10000 and 6% of the respondents are 10000-250000 and 4% of the
respondents are above 25000.
24. 24
CHART 3:4
MONTHLY INCOME WISE CLASSIFICATIONS
LESS THAN
5000
5000-10000 10000-25000 ABOVE 25000
MONTHLY INCOME WISE CLASSIFICATIONS
25. 25
TABLE 3:5
INTERNET USING WISE CLASSIFICATIONS
S.NO INTERNET USING RESPONDENTS PERCENTAGE
1 LESS THAN 1YEAR 29 58%
2 3-5 YEARS 9 18%
3 5-10 YEARS 10 20%
4 ABOVE 10 YEARS 2 4%
TOTAL 50 100%
INFERENCE
From the above table 3:5 shows that 58% of the respondents are using internet less than one
year and 20% of the respondents are using internet 5-10 years and18% of the respondents are
using internet 3-5 years and 4% of the respondents are using internet above 10 years.
26. 26
CHART 3:5
INTERNET USING WISE CLASSIFICATIONS
58%
18%
20%
4%
INTERNET USING WISE CLASSIFICATIONS
LESS THAN 1YEAR
3-5 YEARS
5-10 YEARS
ABOVE 10 YEARS
27. 27
TABLE 3:6
SURFING THE WEB PER WEEK WISE CLASSIFICATIONS
S.NO SURFING THE
WEB
RESPONDENTS PERCENTAGE
1 BELOW 5 HOURS 10 20%
2 5-10 HOURS 15 30%
3 10-15 HOURS 7 14%
4 ABOVE 15 HOURS 18 36%
TOTAL 50 100%
INFERENCE
From the above table 3:6 shows that 36% of the respondents are surfing the web below 5
hours and 30% of the respondents are surfing the web 5-10 hours and 20% of the respondents
are surfing the web below 5 hours and 14% of the respondents are surfing the web 10-15
hours.
28. 28
CHART 3:6
SURFING THE WEB PER WEEK WISE CLASSIFICATIONS
BELOW 5
HOURS
5-10 HOURS 10-15 HOURS ABOVE 15
HOURS
20%
30%
14%
36%
SURFING THE WEB PER WEEK WISE
CLASSIFICATIONS
29. 29
CHART 3:7
PURCHASE WISE CLASSIFICATIONS
S.NO PURCHASE
ANYTHING
RESPONDENTS PERCENTAGE
1 YES 42 84%
2 NO 8 16%
TOTAL 50 100%
INFERENCE
From the above table 3:7 shows that 84% of the respondents are purchase anything and 16%
of the respondents are not purchase anything on the web.
31. 31
CHART 3:8
CATEGORY OF GOODS PURCHASED
S.NO CATEGORY OF
GOODS
PURCHASED
RESPONDENTS PERCENTAGE
1 BOOKS 10 20%
2 ELECTRONIC
GADGETS
22 44%
3 JEWELLERY 4 8%
4 OTHERS 14 28%
TOTAL 50 100%
INFERENCE
From the above table 3:8 shows that 44% of the respondents are purchased electronic gadgets
and 28% of the respondents are purchased others and 20% of the respondents are purchased
books 8% of the respondents are purchased jewellery.
33. 33
TABLE 3:9
BUYING FIRST TIME
S.NO BUYING FIRST
TIME
RESPONDENTS PERCENTAGE
1 1-3 MONTHS 8 16%
2 3-6 MONTHS 12 24%
3 6-12 MONTHS 20 40%
4 ABOVE 1 YEAR 10 20%
TOTAL 50 100%
INFERENCE
From the above table 3:9 shows that 40% of the respondents are buying first time 6-12
months and 24% of the respondents are buying first time 3-6 months and 20% of the
respondents are buying first time above one year and 16% of the respondents are buying first
time 1-3 months.
34. 34
CHART 3:9
BUYING FIRST TIME WISE CLASSIFICATIONS
1-3 MONTHS
3-6 MONTHS
6-12 MONTHS
ABOVE 1 YEAR
16%
24%
40%
20%
BUYING FIRST TIME WISE CLASSIFICATIONS
35. 35
TABLE 3:10
ONLINE PURCHASE FREQUENTLY WISE CLASSIFICATIONS
S.NO PURCHASE
FREQUENTLY
RESPONDENTS PERCENTAGE
1 ONLY ONCE 4 8%
2 2-4 TIMES 10 20%
3 5-10 TIMES 14 28%
4 MORE THAN 10
TIMES
22 44%
TOTAL 50 100%
INFERENCE
From the above table 3:10 shows that 44% of the respondents are purchase online more than
10 times and 28% of the respondents are purchase online 5-10 times and 20% of the
respondents are purchase online 2-4 times and 8% of the respondents are purchase online
only once.
36. 36
CHART 3:10
ONLINE PURCHASE FREQUENTLY WISE CLASSIFICATIONS
ONLY ONCE
2-4 TIMES
5-10 TIMES
MORE THAN 10 TIMES
8%
20%
28%
44%
ONLINE PURCHASE FREQUENTLY WISE
CLASSIFICATIONS
37. 37
TABLE 3:11
ACCESS INTERNET WISE CLASSIFICATIONS
S.NO ACCESS
INTERNET
RESPONDENTS PERCENTAGE
1 HOME 12 24%
2 OFFICE 9 18%
3 COLLEGE 14 28%
4 OTHERS 15 30%
TOTAL 50 100%
INFERENCE
From the above table 3:11 shows that 30% of the respondents are access internet others and
28% of the respondents are access Internet College and 24% of the respondents are access
internet and 18% of the respondents are access internet office.
38. 38
CHART 3:11
ACCESS INTERNET WISE C LASSIFICATIONS
HOME
OFFICE
COLLEGE
OTHERS
24%
18%
28%
30%
ACCESS INTERNET WISE C LASSIFICATIONS
39. 39
TABLE 3:12
MOTIVATION FOR BUYING WISE CLASSIFICATIONS
S.NO MOTIVATION RESPONDENTS PERCENTAGE
1 CONVENIENCE 16 32%
2 SAVES TIME 20 40%
3 SUPERIOR
SELECTION
8 16%
4 OTHERS 6 12%
TOTAL 50 100%
INFERENCE
From the above table 3:12 shows that 40% of the respondents are saves time and 32% of the
respondents are convenience and 16% of the respondents are superior selection and 12% of
the respondents are others.
40. 40
CHART 3:12
MOTIVATION FOR BUYING WISE CLASSIFICATIONS
Series1CONVENIENCE
SAVES TIME
SUPERIOR
SELECTION OTHERS
32%
40%
16%
12%
MOTIVATION FOR BUYING WISE
CLASSIFICATIONS
41. 41
TABLE 3:13
BARRIERS TO PUCHASE WISE CLASSIFICATIONS
S.NO BARRIERS RESPONDENTS PERCENTAGE
1 I DON’T HAVE
CREDIT CARD
22 44%
2 DELIVERY TIME
IS HIGH
12 24%
3 PRICE IS TOO
HIGH
10 20%
4 OTHERS 6 12%
TOTAL 50 100%
INFERENCE
From the above table 3:13 shows that 44% of the respondents are I don’t have credit card and
24% of the respondents are delivery time is high and 20% of the respondents are price is too
high and 12% of the respondents are others.
42. 42
CHART 3:13
BARRIERS TO PURCHASE WISE CLASSIFICATIONS
I DON’T
HAVE
CREDIT
CARD
DELIVERY
TIME IS
HIGH
PRICE IS
TOO HIGH
OTHERS
44%
24%
20%
12%
BARRIERS TO PURCHASE WISE
CLASSIFICATIONS
Series1
43. 43
TABLE 3:14
PURPOSE OF VISITING SITES WISE CLASSIFICATIONS
S.NO PURPOSE RESPONDENTS PERCENTAGE
1 MAIL 4 8%
2 INFORMATION 10 20%
3 SHOPPING 24 48%
4 SPENDING TIME 12 24%
TOTAL 50 100%
INFERENCE
From the above table 3:14 shows that 48% of the respondents are purpose of visiting sites is
shopping and 24% of the respondents are purpose of visiting sites is spending time and 20%
of the respondents are purpose of visiting sites is information and 8% of the respondents are
purpose of visiting sites is mail.
44. 44
CHART 3:14
PURPOSE OF VISITING SITES WISE CLASSIFICATIONS
8%
20%
48%
24%
PURPOSE OF VISITING SITES WISE
CLASSIFICATIONS
MAIL
INFORMATION
SHOPPING
SPENDING TIME
45. 45
TABLE 3:15
AWARE OF ONLINE SHOPPING WISE CLASSIFICATIONS
S.NO AWARE RESPONDENTS PERCENTAGE
1 YES 32 64%
2 NO 18 36%
TOTAL 50 100%
INFERENCE
From the above table 3:15 shows that 64% of the respondents are yes to aware of online
shopping and 36% of the respondents are no to aware of online shopping.
46. 46
CHART 3:15
AWARE OF ONLINE SHOPPING WISE CLASSIFICATIONS
YES
NO
64%
36%
AWARE OF ONLINE SHOPPING WISE
CLASSIFICATIONS
Series1
47. 47
TABLE 3:16
PREFER OF ONLINE SHOPPING WISE CLASSIFICATIONS
S.NO PREFER RESPONDENTS PERCENTAGE
1 E-BAY 12 24%
2 AMAZON 26 52%
3 FLIPKART 14 28%
4 OTHERS 8 16%
TOTAL 50 100%
INFERENCE
From the above table 3:16 shows that 52% of the respondents are prefer to online shopping is
Amazon and 28% of the respondents are prefer to online shopping is flip kart and 24% of the
respondents are prefer to online shopping is e-bay and 16% of the respondents are prefer to
online shopping is others.
49. 49
TABLE 3:17
RATE OF SERVICE WISE CLASSIFICATIONS
S.NO RATE OF
SERVICE
RESPONDENTS PERCENTAGE
1 EXCELLENT 25 50%
2 GOOD 14 28%
3 AVAREAGE 7 14%
4 POOR 4 8%
TOTAL 50 100%
INFERENCE
From the above table 3:17 shows that 50% of the respondents are excellent rate of service of
online shopping app and 28% of the respondents are good rate of service of online shopping
app 14% of the respondents are average rate of service of online shopping app and 8% of the
respondents are poor rate of service of online shopping app.
50. 50
CHART 3:17
RATE OF SERVICE WISE CLASSIFICATIONS
EXCELLENT
GOOD
AVAREAGE
POOR
50%
28%
14%
8%
RATE OF SERVICE WISE CLASSIFICATIONS
51. 51
TABLE 3:18
RANGE OF PRODUCTS AVAILABLE WISE CLASSIFICATIONS
S.NO RANGE OF
PRODUCTS
RESPONDENTS PERCENTAGE
1 EXCELLENT 23 46%
2 GOOD 17 34%
3 AVERAGE 6 12%
4 POOR 4 8%
TOTAL 50 100%
INFERENCE
From the above table 3:18 shows that 46% of the respondents are excellent range of products
available in online and 34% of the respondents are good range of products available in online
and 12% of the respondents are average range of products available in online and 8% of the
respondents are poor range of products available in online.
52. 52
CHART 3:18
RANGE OF PRODUCTS AVAILABLE WISE CLASSIFICATION
EXCELLENT GOOD AVERAGE POOR
46%
34%
12%
8%
RANGE OF PRODUCTS AVAILABLE WISE
CLASSIFICATION
53. 53
TABLE 3:19
PRODUCTS AFFORDABLE WISE CLASSIFICATIONS
S.NO PRODUCTS
AFFORDABLE
RESPONDENTS PERCENTAGE
1 COSTLY 13 26%
2 AFFORDABLE 16 32%
3 DEPENDS 12 24%
4 OTHERS 9 18%
TOTAL 50 100%
INFERENCE
From the above table 3:19 shows that 32% of the respondents are affordable and 26% of the
respondents are costly and 24% of the respondents are depends and 18% of the respondents
are others.
55. 55
CHAPTER –IV
4.1 FINDINGS
1. From the above table 3:1 shows that 60% of the respondents are male and 40% of the
respondents are female.
2. From the above table 3:2 shows that 42% of the respondents are age group of 18-
24yrs and 24% of the respondents are age group of 25-34yrs and 18% of the
respondents are age group of under 18yrs and 16% of the respondents are age group
of above 34yrs
3. From the above table 3:3 shows that 36% of the respondents are work employees and
28% of the respondents are student 24% of the respondents are others 12% of the
respondents are profession
4. From the above table 3:4 shows that 76% of the respondents are less than 5000 and
14% of the respondents are 5000-10000 and 6% of the respondents are 10000-250000
and 4% of the respondents are above 25000.
5. From the above table 3:5 shows that 58% of the respondents are using internet less
than one year and 20% of the respondents are using internet 5-10 years and18% of the
respondents are using internet 3-5 years and 4% of the respondents are using internet
above 10 years.
6. From the above table 3:6 shows that 36% of the respondents are surfing the web
below 5 hours and 30% of the respondents are surfing the web 5-10 hours and 20% of
the respondents are surfing the web below 5 hours and 14% of the respondents are
surfing the web 10-15 hours.
7. From the above table 3:7 shows that 84% of the respondents are purchase anything
and 16% of the respondents are not purchase anything on the web.
8. From the above table 3:8 shows that 44% of the respondents are purchased electronic
gadgets and 28% of the respondents are purchased others and 20% of the respondents
are purchased books 8% of the respondents are purchased jewellery.
9. From the above table 3:9 shows that 40% of the respondents are buying first time 6-
12 months and 24% of the respondents are buying first time 3-6 months and 20% of
the respondents are buying first time above one year and 16% of the respondents are
buying first time 1-3 months.
10. From the above table 3:10 shows that 44% of the respondents are purchase online
more than 10 times and 28% of the respondents are purchase online 5-10 times and
20% of the respondents are purchase online 2-4 times and 8% of the respondents are
purchase online only once.
11. From the above table 3:11 shows that 30% of the respondents are access internet
others and 28% of the respondents are access Internet College and 24% of the
respondents are access internet and 18% of the respondents are access internet office.
56. 56
12. From the above table 3:12 shows that 40% of the respondents are saves time and 32%
of the respondents are convenience and 16% of the respondents are superior selection
and 12% of the respondents are others.
13. From the above table 3:13 shows that 44% of the respondents are I don’t have credit
card and 24% of the respondents are delivery time is high and 20% of the respondents
are price is too high and 12% of the respondents are others.
14. From the above table 3:14 shows that 48% of the respondents are purpose of visiting
sites is shopping and 24% of the respondents are purpose of visiting sites is spending
time and 20% of the respondents are purpose of visiting sites is information and 8%
of the respondents are purpose of visiting sites is mail.
15. From the above table 3:15 shows that 64% of the respondents are yes to aware of
online shopping and 36% of the respondents are no to aware of online shopping.
16. From the above table 3:16 shows that 52% of the respondents are prefer to online
shopping is Amazon and 28% of the respondents are prefer to online shopping is flip
kart and 24% of the respondents are prefer to online shopping is e-bay and 16% of the
respondents are prefer to online shopping is others.
17. From the above table 3:17 shows that 50% of the respondents are excellent rate of
service of online shopping app and 28% of the respondents are good rate of service of
online shopping app 14% of the respondents are average rate of service of online
shopping app and 8% of the respondents are poor rate of service of online shopping
app.
18. From the above table 3:18 shows that 46% of the respondents are excellent range of
products available in online and 34% of the respondents are good range of products
available in online and 12% of the respondents are average range of products
available in online and 8% of the respondents are poor range of products available in
online.
19. From the above table 3:19 shows that 32% of the respondents are affordable and 26%
of the respondents are costly and 24% of the respondents are depends and 18% of the
respondents are others.
57. 57
4.2 SUGGESTIONS
There is no follow up from the sellers regarding the performance of the goods
sold through online shopping. Hence the sellers in the online shopping should
implement the practices follow up actions with the customers as like as in the
case of offline selling.
The delivery period in online shopping to supply the goods is one-month. It
should be changed. The sellers must ensure the speedy delivery of the goods
ordered through online shopping.
Introducing various offers through online shopping like discount Sale, gift-
vouchers, free gifts, etc. so that more customers will be attract towards online
shopping.
An awareness program may be conducted by the leading online shopping
companies in schools and colleges to enrich their knowledge on online
shopping.
4.3 CONCLUSION
In conclusion, having access to online shopping has truly revolutionized and influences our
society as a whole. This use of technology has opened new doors and opportunities that
enable for a more convenient life style today. Variety, quick service and reduced prices were
three significant ways in which online shopping influenced people from all over the world.
However, this concept of online shopping led to the possibilities of fraud and privacy
conflicts. Unfortunately, it has shown that it is possible for criminals to manipulated the
systems and access personal information. Luckily, today with the latest features of
technology, measures are being taken in order to stop hackers and criminals from
inappropriately accessing private databases. Though privacy and security policies, website
designers are doing their best to put an end to this unethical practice. By doing so, society
will continue to depend upon online shopping, which will allow it to remain a tremendous
success in the future.
58. 58
ANNEXURE-I
BIBLIOGRAPHY
1. Ankur kumar rastogi, (2010), ‘a study of Indian online consumers and their buying
behaviour’, international research journal, july 2010, ISSN-0975-3486, RNI: RAJBIL
2009/30097, volume I, Issue. 10, pp .80-82.
2. Dahiya richa, (2012), ‘impact of demographic factors of consumers in online
shopping behaviour: a study of consumers in India ‘, I.J.E.M.S., volume 3, Issue.
1,pp. 43-52, ISSN 2229-600X.
3. Gayathiri. R, balachandran. S and Usha. S, (2014), ‘gender specific behavioural
difference of citizens in online shopping’, international journal of advance researchnin
computer science and management studies, volume 2, Issue.3, march 2014, pp. 183-
191.
4. Khushboo makwana, khushboo dattani and himanshu balani, (2013), ‘a customer
perception towards online shopping in India ’, altius shodh journal of management
and commerce, volume 3, Issue. 4, pp.95-101,ISSN:2348-8891.
5. Mohanapriya.s and anusuya.d, (2014), ‘a study on customer preferences and
satisfaction towards selected online websites (with special reference to Coimbatore
city )’, paripex – Indian Journal of Research, Volume 3, Issue. 11, pp.45-46,ISSN-
2250-1991.
6. Mubin kiyici,(2012), ‘internet shopping behaviour of college education students of
turkey’s university’, the Turkish online journal of educational technology, july 2012,
volume 11, issue.3,pp.202-214.
7. A.anandhi prabha and dr.m.v.sathya bama “impact of advertisement on buying
behaviour” in ACME international journal of multidisciplinary research, vol-II, issue-
XI, nov-2014.
8. Dr.m.v.sathya bama and m.ragaprabha ‘satisfaction of women consumers’ in
vignettes of research, vol-III, issue-I, jan-2015, pp.29-34.
9. Palmer, Kimberly, more consumers using tablets to holiday shop study. December 8,
2011.
10. Peterson RA, balasubramaian S, bronnenberg BJ. Exploring the implications of the
internet for consumer marketing. Retrived june, 28, 1997.
59. 59
ANNEXURE-II
QUESTIONNAIRE
1) Name :
2) Age :
3) Gender
a) Male b) female
4) Profession
A) Student b) profession c) work employees d) others
5) Average monthly income
a) Less than 5000 b) 5000-10000 c) 10000-25000 d) above 25000
6) How long have you been using internet
A) Less than one year b) 3-5 years c) 5-10 years d) above 10 years
7) On the average how much time (per week) do you spend in surfing the web
a) Below 5 hours b) 5-10 hours c) 10-15 hours d) above 15 hours
8) Have you purchased anything online ever?
a) Yes b) no
9) Which category of goods have you bought through internet?
A) Books b) electronic gadgets c) jewellery d) others
10) When did you shop for the first time?
a) Last 6 months b) 6month -1year c) 1-3 years d) above 3 years
11) How frequently did you purchase online
A) Only once b) 2-4 times c) 5-10 times d) more than 10 times
12) Where do you most often access the internet?
a) Home b) office c) college d) others
13) What is your main motivation for buying through internet?
a) Convenience b) saves time c) superior selection d) others
14) What according to you are the most important barriers to purchase?
a) I don’t have credit card
b) Delivery time is high
c) Price is too high
60. 60
15) What is the purpose of visiting the sites?
A) Mail b) information c) shopping d) spending time
16) Are you aware of online shopping?
a) Yes b) no
17) Where would you prefer to get your online shopping?
A) E-bay b) Amazon c) flip kart d) others
18) How would you like to rate of services of online shopping apps
A) Excellent b) good c) average d) poor
19) How was the range of products available in the online shopping?
A) Excellent b) good c) average d) poor
20) Did you find the products affordable?
A) Costly b) affordable c) depends
21) Biggest attraction in online shopping
a) Saves time b) home delivery c) discounts d) others
22) How did you come to know about online shopping?
a) News paper b) advertisement c) through other sites d) word/mouth
