1.

1INTRODUCTION:

ONLINE SHOPPING:

Online shopping is the process whereby consumers directly buy goods, services etc.
from a seller interactively in real-time without any 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 shop as they sit in front of the computer. Consumers buy a variety of items
from online stores. In fact, people can purchase just about 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 shopping online because of the convenience. For example,
when a person shops at a brick-and-mortar store, they have to drive to the store, find a
parking place, and walk throughout the store until they locate the products they need. After
finding the items they want to purchase, they may often need to stand in long lines at the cash
register. Despite the convenience of online shopping, 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. It also doesn't allow them to take the merchandise home the same day they buy it.
Online shopping allows browsing through endless possibilities, and even offers merchandise
that's unavailable in stores. If someone is searching for a suitable product that may not be
distributed locally, they're sure to find what they're looking for on the internet. What's even
more useful is the ability to compare items, similar or not, online. He can search through
multiple stores at the same time, comparing material quality, sizes and pricing
simultaneously. Shopping via the internet eliminates the need to sift 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. Online
shopping transactions occur instantly-saving the time to get your other errands done!
Additionally, unlike a store, online shopping has friendly customer service representatives

1
available 24 hours a day, 7 days a week to assist you with locating, purchasing and shipping
your merchandise.
HISTORY:

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 videotex, the modified domestic TV technology
with a simple menu-driven human computer interface, was a 'new, universally applicable,
participative communication medium the first since the invention of the telephone.' This
enabled 'closed' corporate information systems to be opened to 'outside' correspondents not
just for transaction processing but also for e-messaging and information retrieval and
dissemination, later known as e-business. His definition of the new mass communications
medium as 'participative' 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
on-line to the corporate systems and allow business transactions to be completed
electronically in real-time. During the 1980s he designed, manufactured, sold, installed,
maintained and supported many online shopping systems, using videotex technology. These
systems which also provided voice response and 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 1990, opened
for commercial use in 1991. Thereafter, subsequent technological innovations emerged in
1994: online banking, the opening of an online pizza shop by Pizza Hut, Netscape's SSL v2
encryption standard for secure data transfer, and Intershop's first online shopping system. The
first secure retail transaction over the Web was either by Net Market or Internet Shopping
Network in 1994. Immediately after, Amazon.com launched its online shopping site in 1995
and eBay was also introduced in 1995. Alibaba's sites Taobao and Tmall were launched in
2003 and 2008, respectively. Retailers are increasingly selling goods and services prior to
availability through "pretail" for testing, building, and managing demand.

2
 IMPORTANCE OF ONLINE SHOPPING:

 Save with coupons:

Where each one of us hoped for a coupon here and there whenever we ventured for
shopping trips, people are able to save a great deal with coupons that are available online.
From coupon to even a code for a coupon can do wonders for people online shoppers.

 Affordable pricing:

The overhead costs that can weigh a ton to all those shoppers who go to markets for
shopping can be significantly cut down in the online world.

 Researching Avenues:

The best part of online shopping is the fact that the internet allows for many
opportunities as well as platforms where you can take and decide upon further evaluation
before making any deal. Fair comparison in terms of quality as well as cost can be done from
the comfort of your homes very conveniently. Online traders put up information regarding
their items and services on a site which is definitely much cheaper option in comparison to
publishing entire catalogues with respect to every new season.

 Convenience at your disposal:

A store that operates online is not only open but also functional round the clock and round the
year. Therefore, shopping as per the consumer’s convenience and leisure is very much
possible where even differences in time zones are of no concern. This convenience is of
utmost significance for people for instance construction business owners who do not have
time or the means to get to a cement store and can easily acquire it on urgent basis as well.

 Environmental friendly:

3
 A recent survey has shown that, more the people would indulge in online shopping the
lesser would be instances of high fuel consumption which would directly curtail reduction in
pollution. Car travelling for this purpose would be significantly reduced in addition to the
confusion that is created from shopping bag.

Thus on choosing to go for online shopping you would definitely be doing your part in
reducing pollution and acting like a more informed and responsible citizen of your country.

DEVELOPMENT OF MAIN THEME:

2.1 NEED OF THE STUDY:

 To analyse the online shopping efficiencies and effectiveness.

 To find out loyal customers in shopping through online.

 To find out the competitors in online shopping.

 To analyse the recent trends in online shopping.

 To find out the customers satisfaction towards the attributes of the shopping through online.

4
 2.2 OBJECTIVES OF THE STUDY:

 To study the profile of the customers who prefer to shop through online.
 To analyse the buyer behaviour towards shopping through online.
 To examine the various factors influencing the online shopping.
 To suggest measures to improve the participation of shopping through online based on the
study.

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 2.3 SCOPE OF THE STUDY:

 The main theme of this project is to analyse the customer’s preference towards online
shopping and the category of products purchased.
 Another aspect of this study is to find the attributes of online shopping.
 To analyse the reach of online shopping.

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2.4 REVIEW OF LITERATURE:

A literature review is a body of text that aims to review the critical points of current
knowledge. Literature reviews are secondary sources, and as such, do not report any new or
original experimental work. Also, a literature review can be interpreted as a review of an
abstract accomplishment.

Several researchers have carried out studies in their effort to examine consumers‘
online buying behaviour. For example, Bellman et al (1999) investigated various predictors
for whether an individual will purchase online. These authors concluded that demographic
variables, such as income, education and age, have a modest impact on the decision of
whether to buy online, whereas the most important determinant of online shopping was
previous behaviour, such as earlier online purchases. This is consistent with Forrester
Research which proved that demographic factors do not have such a high influence on
technology as the consumers attitudes do (Modahl, 2000).

Concerning the factors that influence or hinder online shopping, Ernst and Young
(2000) reported that Internet users purchased online because of good product selection,
competitive prices, and ease of use, but were concerned about shipping costs, lack of
opportunity to prior examining the products, as well as, the confidentiality of credit card and
personal information.

Know and Lee (2003) explored consumers‘ concerns about payment security and its
relationship to online shopping attitude and actual purchases. They observed a negative
relationship between attitude towards online shopping and concerns about online payment

7
 security. Consumers with a positive attitude seem to be less concerned about payment
security. Similarly, popular literature cited ease of shopping comparison, low prices, timely
delivery, convenience, time saving, low shipping costs, improved customer service, tax
exempt status and speedy e-mail response, as key reasons for the increase in online shopping
(Lorek, 2003; Magee, 2003; Maloy, 2003; Retail Merchandiser, 2003).

D.K.Gangeshwar. (2013),”E-Commerce or Internet Marketing: A Business Review

from Indian Context”, International Journal of u- and e- Service, Science and Technology.
Concluded that the E-commerce has a very bright future in India although security, privacy
and dependency on technology are some of the drawbacks of E-commerce but still there is a
bright future to E-commerce.

2.5THEORETICAL BACKGROUND OF THE STUDY

ADVANTAGES OF ONLINE SHOPPING:

 Convenience

Online stores are usually available 24 hours a day, and many consumers in Western countries
have Internet access both at work and at home. Other establishments such as Internet cafes,
community centers and schools provide internet access as well. In contrast, visiting a
conventional retail store requires travel or commuting and costs such as gas, parking, or bus
tickets, and must typically take place during business hours. In the event of a problem with
the item (e.g., the product was not what the consumer ordered or the product was not
satisfactory), consumers are concerned with the ease of returning an item in exchange for the
correct product or a refund. Consumers may need to contact the retailer, visit the post office
and pay return shipping, and then wait for a replacement or refund. Some online companies
have more generous return policies to compensate for the traditional advantage of physical
stores. For example, the online shoe retailer Zappos.com includes labels for free return
shipping, and does not charge a restocking fee, even for returns which are not the result of
merchant error. (Note: In the United Kingdom, online shops are prohibited from charging a
restocking fee if the consumer cancels their order in accordance with the Consumer
Protection (Distance Selling) Act 2000).

 Information and reviews

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 Online stores must describe products for sale with text, photos, and multimedia files, whereas
in a physical retail store, the actual product and the manufacturer's packaging will be
available for direct inspection (which might involve a test drive, fitting, or other
experimentation). Some online stores provide or link to supplemental product information,
such as instructions, safety procedures, demonstrations, or manufacturer specifications. Some
provide background information, advice, or how-to guides designed to help consumers decide
which product to buy. Some stores even allow customers to comment or rate their items.
There are also dedicated review sites that host user reviews for different products. Reviews
and even some blogs give customers the option of shopping for cheaper purchases from all
over the world without having to depend on local retailers. In a conventional retail store,
clerks are generally available to answer questions. Some online stores have real-time chat
features, but most rely on e-mails or phone calls to handle customer questions. Even if an
online store is open 24 hours a day, seven days a week, the customer service team may only
be available during regular business hours.

 Price and selection

One advantage of shopping online is being able to quickly seek out deals for items or services
provided by many different vendors (though some local search engines do exist to help
consumers locate products for sale in nearby stores). Search engines, online price comparison
services and discovery shopping engines can be used to look up sellers of a particular product
or service. Shipping costs (if applicable) reduce the price advantage of online merchandise,
though depending on the jurisdiction, a lack of sales tax may compensate for this. Shipping a
small number of items, especially from another country, is much more expensive than making
the larger shipments bricks-and-mortar retailers order. Some retailers (especially those selling
small, high-value items like electronics) offer free shipping on sufficiently large orders.
Another major advantage for retailers is the ability to rapidly switch suppliers and vendors
without disrupting users' shopping experience.

DISADVANTAGES OF ONLINE SHOPPING:

 Fraud and security concerns

Given the lack of ability to inspect merchandise before purchase, consumers are at higher risk
of fraud than face-to-face transactions. When ordering merchandise online, the item may not

9
 work properly, it may have defects, or it might not be the same item pictured in the online
photo. Merchants also risk fraudulent purchases if customers are using stolen credit cards or
fraudulent repudiation of the online purchase. However, merchants face less risk from
physical theft by using a warehouse instead of a retail storefront. Secure Sockets Layer (SSL)
encryption has generally solved the problem of credit card numbers being intercepted in
transit between the consumer and the merchant. However, one must still trust the merchant
(and employees) not to use the credit card information subsequently for their own purchases,
and not to pass the information to others. Also, hackers might break into a merchant's web
site and steal names, addresses and credit card numbers, although the Payment Card Industry
Data Security Standard is intended to minimize the impact of such breaches. Identity theft is
still a concern for consumers. A number of high-profile break-ins in the 2000s has prompted
some U.S. states to require disclosure to consumers when this happens. Computer security
has thus become a major concern for merchants and e-commerce service providers, who
deploy countermeasures such as firewalls and anti-virus software to protect their networks.
Phishing is another danger, where consumers are fooled into thinking they are dealing with a
reputable retailer, when they have actually been manipulated into feeding private information
to a system operated by a malicious party. Denial of service attacks are a minor risk for
merchants, as are server and network outages.

Quality seals can be placed on the Shop web page if it has undergone an independent
assessment and meets all requirements of the company issuing the seal. The purpose of these
seals is to increase the confidence of online shoppers. However, the existence of many
different seals, or seals unfamiliar to consumers, may foil this effort to a certain extent.

A number of resources offer advice on how consumers can protect themselves when using
online retailer services. These include:

 Sticking with well-known stores, or attempting to find independent consumer reviews

of their experiences; also ensuring that there is comprehensive contact information on the
website before using the service, and noting if the retailer has enrolled in industry oversight
programs such as a trust mark or a trust seal.

 Before buying from a new company, evaluating the website by considering issues
such as: the professionalism and user-friendliness of the site; whether or not the company
lists a telephone number and/or street address along with e-contact information; whether a

10
 fair and reasonable refund and return policy is clearly stated; and whether there are hidden
price inflators, such as excessive shipping and handling charges.

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

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

 Using strong passwords which do not contain personal information such as the user's
name or birthdate. Another option is a "pass phrase," which might be something along the
lines: "I shop 4 good a buy!!" These are difficult to hack, since they do not consist of words
found in a dictionary, and provides a variety of upper, lower, and special characters. These
passwords can be site specific and may be easy to remember.

Although the benefits of online shopping are considerable, when the process goes poorly it
can create a thorny situation. A few problems that shoppers potentially face include identity
theft, faulty products, and the accumulation of spyware. If users are required to put in their
credit card information and billing/shipping address and the website is not secure, customer
information can be accessible to anyone who knows how to obtain it. Most large online
corporations are inventing new ways to make fraud more difficult. However, criminals are
constantly responding to these developments with new ways to manipulate the system. Even
though online retailers are making efforts to protect consumer information, it is a constant
fight to maintain the lead. It is advisable to be aware of the most current technology and
scams to protect consumer identity and finances. Product delivery is also a main concern of
online shopping. Most companies offer shipping insurance in case the product is lost or
damaged. Some shipping companies will offer refunds or compensation for the damage, but
this is up to their discretion.

 Lack of full cost disclosure

The lack of full cost disclosure may also be problematic. While it may be easy to compare the
base price of an item online, it may not be easy to see the total cost up front. Additional fees

11
 such as shipping are often not be visible until the final step in the checkout process. The
problem is especially evident with cross-border purchases, where the cost indicated at the
final checkout screen may not include additional fees that must be paid upon delivery such as
duties and brokerage. Some services such as the Canadian-based Wishabi attempts to include
estimates of these additional cost, but nevertheless, the lack of general full cost disclosure
remains a concern.

DATA ANALYSIS AND INTERPRETATION

3.1 RESEARCH METHODOLOGY

3.1.1 RESEARCH

"Research is a process of steps used to collect and analyze information to increase our
understanding of a topic or issue". It consists of three steps: Pose a question, collect data to
answer the question, and present an answer to the question. The Merriam-Webster Online
Dictionary defines research in more detail as "a studious inquiry or examination; especially
investigation or experimentation aimed at the discovery and interpretation of facts, revision
of accepted theories or laws in the light of new facts, or practical application of such new or
revised theories or laws". "In the broadest sense of the word, the definition of research
includes any gathering of data, information and facts for the advancement of knowledge."

3.1.2 RESEARCH METHODOLOGY

 The methodology of the study is descriptive research it depends on only primary data.
 The survey was conducted through questionnaire.

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 The questionnaire was checked for reliability and validity.
 The questionnaire was comprised of optional type and statements of liker’s 5 point scale.

3.1.3 TOOLS USED FOR DATA ANALYSIS:

PERCENTAGE ANALYSIS:

Percentage is used making comparison between two or more series of data percentage and
also to describe relationship. It can also be used to compare to relative terms, the distribution
of two or more series of data. In this research various percentage are identified and they are
represented pictorially by the way of bar diagrams.

number of respondents
percentage= ∗100
total respondents

Here the raw stream of data is been converted into percentage. This is done to learn more
about the data collected. The percentage analysis gives the clear idea about the opinion of the
people. This makes the analysis more effective.

3.2 DATA ANALYSIS AND INTERPRETATION

DEMOGRAPHIC PROFILE:

TABLE 1:

Table showing the age group of respondents

Age group No. of respondents % of respondents

Below 20 20 20
20-30 43 43
31-40 27 27
41-50 6 6
Above50 4 4
Total 100 100

FINDINGS:

From the above table, it is observed that 20% of the respondents are below 20 years,
43% between 20-30 years, 27% between 31-40 years, 6% between 41-50 years and 4% above
50 years.

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INFERENCE:

It is inferred that most of the respondents belong to the age group between 20-30 years.

CHART NO: 1 Chart showing the age group of respondents

50
45 43
40
35
% of respondent

30 27
25
20
20
15
10 6
5 4

0
Below 20 20-30 31-40 41-50 Above50
Age group

TABLE 2:

Table showing the gender of respondents

Gender No. of respondents % of respondents

Male 42 42
Female 58 58
Total 100 100

FINDINGS:

From the above table, it is observed that 42% of the respondents are male and 58%
are female.

INFERENCE:

From the above table, it is inferred that majority of the respondents are female.

CHART NO.: 2

Chart showing the gender of respondents

14
 70

60 58

50
% of respondents 42
40

30

20

10

0
Male Female
Gender

TABLE 3:

Table showing the educational qualification of respondents

Educational qualification No. of respondents % of respondents

School 18 18
Graduate 42 42
Professional 31 31
Others 9 9
Total 100 100
FINDINGS:

From the above table, it is observed that 18% of the respondents have studied till
school, 42% are graduates, 31% are professionals and 9% are others.

INFERENCE:

It is inferred that most of the respondents are graduates.

CHART NO:3

Chart showing the educational qualification of respondents

15
 45 42
40
35
31
% of respondents 30
25
20 18
15
10 9

5
0
School Graduate Professional Others
Educational qualification

TABLE 4:

Table showing the marital status of the respondents

Marital status No. of respondent % of respondent

Married 39 39
Unmarried 61 61
Total 100 100

FINDINGS:

From the above table, it is observed that 39% of the respondents are married and 61%
are unmarried.

INFERENCE:

It is inferred that majority of the respondents are unmarried.

CHART NO.: 4

Chart showing the marital status of the respondents

16
 70
61
60

50
% of respondents
39
40

30

20

10

0
Married Unmarried
Marital status

TABLE 5:

Table showing nature of occupation of the respondents

Occupation No. of respondents % of respondents

Student 42 42
Professional 18 18
Businessman 20 20
Salaried 12 12
Others 8 8
Total 100 100

FINDINGS:

The above table portrays that 42% of the respondents are students, 18% are
professionals, 20% are businessman, 12% are salaried group and 8% are others.

INFERENCE:

It is inferred that majority of the respondents are students with 42%.

CHART NO.: 5

17
 Chart showing nature of occupation of the respondents

45 42
40
35
30
% of respondents

25
20
20 18
15 12
10 8
5
0
Student Professional Businessman Salaried Others
Occupation

TABLE 6:

Table showing the household income (Rs.p.m.) of the respondents

Income (Rs. p.m.) No. of respondents % of respondents

Below Rs.20000 14 14
Rs.20000-Rs.30000 35 35
Rs.30001-Rs.40000 27 27
Above Rs.40000 24 24
Total 100 100

FINDINGS:

From the above table it is significant that 14% of the respondents earn below
Rs.20000, 35% between Rs.20000-Rs.30000, 27% between Rs.30001-Rs.40000 while 24%
of the respondents earn more than Rs.40000.

INFERENCE:

It is inferred from the study most of the respondents household income is between
Rs.20000- Rs.30000.

CHART NO.: 6

18
 Chart showing the household income (Rs.p.m.) of the respondents

40
35
35
30 27
24
25
20
% of respondents

14
15
10
5
0
00 00 00 00
00 00 00 00
s .2 s .3 s .4 s .4
R -R -R eR
lo
w 00 01 ov
Be 00 00 Ab
s .2 s .3
R R

Income (Rs.p.m)

TABLE 7:

Table showing the reasons for shopping online of the respondents

Attributes No. of respondents % of respondents

Convenience 20 20
Price 25 25
Wide range product 11 11
availability
Discounts 9 9
Free shipping 6 6
Flash sales 4 4
All of the above 25 25
Total 100 100
FINDINGS:

From the above table it is inferred that 20% of the respondents use it for convenience,
26% use it for price, 11% use it for wide range availability, 9% use it for discount, 6% for
free shipping, 4% for flash sales and 24% use it for all of the above.

INFERENCE:

It is inferred that majority of the respondents (i.e.) 26% use online shopping for price.

CHART NO. : 7 Chart showing the reasons for shopping online of the respondents

19
 30 25 25
25 20
20
15 11 9
10 6 4
% of respondents 5
0
ce ic
e ty ts ng le
s ve
en Pr ili un pi sa bo
en
i
l ab sc
o i p
sh e a
nv va
i Di sh h
o ee Fl
a ft
C ta Fr lo
uc Al
rod
p
ge
ran
e
id
W

Attributes

TABLE 8:

Table showing the customers opinion towards security while shopping online

Opinion No. of respondents % of respondents

Highly secured 19 19
Secured 57 57
Risky 17 17
Highly risky 7 7
Total 100 100

FINDINGS:

From the above table, it is observed that 19% of respondents feel highly secured about online
shopping, 57% feel secured, 17% feel risky and 7% feel highly risky.

INFERENCE:

It is inferred that majority of the respondents feel secured about shopping online.

CHART NO. :8

Chart showing the customers opinion towards security while shopping online

20
 60 57

50

% of respondents 40

30

19
20 17

10 7

0
Highly secured Secured Risky Highly risky
Opinion

TABLE 9:

Table showing the price range spent by the respondents

Price range No. of respondents % of respondents

Less than Rs.1000 29 29
Rs.1000-Rs.3000 35 35
Rs.3001-Rs.5000 16 16
More than Rs.5000 20 20
Total 100 100

FINDINGS:

The above table shows that 29% of the respondents purchase for less than Rs.1000, 35%
between the range Rs.1000-3000, 16% between Rs.3001-5000 and 20% above Rs.5000.

INFERENCE:

Majority of the respondents (i.e) 35% purchase product that ranges between Rs.1000-
Rs.3000.

CHART NO.: 9

Chart showing the price range spent by the respondents

21
 40
35
35
29
30
25
20
% of respondents 20 16
15
10
5
0
0 00 0 00 0 00 0 00
Rs
.1 s .3 s .5 Rs
.5
n -R -R n
ha 0 00 0 01 ha
s t .1 .3 e t
Le
s Rs Rs or
M

Price range

TABLE 10:

Table showing the mode of payment adopted by the respondent

Mode of payment No. of respondents % of respondents

Debit card 26 26
Credit card 9 9
Net banking 20 20
Cash on delivery 45 45
Total 100 100

FINDINGS:

From the above chart, 26% of people adopt payment through debit card, 9% through credit
card, 20% through net banking and 45% through cash on delivery.

INFERENCE:

From the above it is inferred that majority of respondents (i.e) 45% adopt payment of cash on
delivery.

CHART NO.:10

Chart showing the mode of payment adopted by the respondent

22
 50
45
45
40
35
% of respondents
30 26
25
20
20
15
10 9

5
0
Debit card Credit card Net banking Cash on delivery
Mode of payment

TABLE 11:

Table showing the e-shopping website preferred by the respondents

Websites No. of respondents % of respondents

Amazon 29 29
Flipkart 41 41
Snapdeal 13 13
Jabong 7 7
Others 10 10
Total 100 100

FINDINGS:

The above table shows that 29% of the respondents use amazon, 41% use flipkart, 13% use
snapdeal, 7% use Jabong and 10% uses other websites.

INFERENCE:

It is inferred that majority of the respondents (i.e) 41% use flipkart website.

CHART NO.:11

Chart showing the e-shopping website preferred by the respondents

23
 45
41
40
35
30 29
% of respondents
25
20
15 13
10
10 7
5
0
Amazon Flipkart Snapdeal Jabong Others
Websites

TABLE 12:

Table showing the category of products purchased by the respondents

Factors No. of respondents % of respondents

Lifestyle 54 54
Electronics 23 23
Books & Magazines 16 16
Home & Furniture 7 7
Total 100 100

FINDINGS:

From the above table, it is significant that 54% of the people purchase lifestyle products, 23%
people purchase electronics, 16% purchase books and magazines and 7% purchase home and
furniture.

INFERENCE:

From the above table it is inferred that majority of the respondents (i.e) 54% purchase
lifestyle products.

CHART NO.: 12

Chart showing the category of products purchased by the respondents

24
 60
54
50

% of respondents 40

30
23
20 16

10 7

0
Lifestyle Electronics Books & Magazines Home & Furniture
Factors

TABLE 13:

Table showing the opinion about the promotional scheme

Opinion No. of respondents % of respondents

Always 22 22
Rarely 29 29
Occasionally 43 43
Never 6 6
Total 100 100

FINDINGS:

From the above table it is observed that 22% of the respondents are influenced by the
promotional scheme always, 29% are influenced rarely, 43% occasionally and 6% are never
influenced.

INFERENCE:

It is inferred that majority of the respondents (i.e) 43% are influenced by the promotional
scheme occasionally.

CHART NO.: 13

Chart showing the opinion about the promotional scheme

25
 50
45 43
40
35
% of respondents 29
30
25 22
20
15
10 6
5
0
Always Rarely Occasionally Never
Opinion

TABLE 14:

Table showing the problem faced by the respondents

Option No. of respondent % of respondent

Yes 60 60
No 40 40
Total 100 100

FINDINGS:

From the above table, it is significant that 60% of the respondents have faced problem with
online shopping and 40% have not faced any problem.

INFERENCE:

Majority of the respondents (i.e) 60% have faced problem with online shopping.

CHART NO.: 14

Chart showing the problem faced by the respondents

26
 70
60
60

50
% of respondents 40
40

30

20

10

0
Yes No
Option

TABLE 15:

Table showing the type of problem faced by the respondents

Reasons No. Of respondent % of respondent

Out of stock 18 30
Payment issue 6 10
Delay in delivery 13 22
Faulty product 16 26
Difficulty in returning 7 12
Total 60 100
FINDINGS:

The above table shows that 30% of the respondents say that they face problem because of out
of stock, 10% payment issues, 22% delay in delivery, 26% faulty product and 12% difficulty
in returning.

INFERENCE:

Majority of the respondents (i.e) 30% say that they face problem because of out of stock
situation.

CHART NO.: 15

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 Chart showing the type of problem faced by the respondents

35
30
30 26
25 22
20
15 12
% of respondents

10
10
5
0
ck ue y t ng
er uc ni
f sto is
s
le i v o d r
to en
t d pr ret
u
Ou
n ty
ym yi ul in
Pa le a Fa l ty
D cu
f
Di

Reasons

TABLE 16:

Table showing the opinion about the sales promotion campaign of the respondents

Opinion No. Of respondents % of respondents

Strongly agree 11 11
Agree 45 45
Neither agree nor disagree 25 25
Disagree 14 14
Strongly disagree 5 5
Total 100 100

FINDINGS:

From the above table, it is found that 10% strongly agree with sales promotion campaign,
44% agree, 24% neither agree nor disagree, 13% disagree and 9% strongly disagree.

INFERENCE:

It is inferred that majority of the respondents (i.e) 44% agree that sales promotion campaign
are genuine.

CHART NO.: 16

Chart showing the opinion about the sales promotion campaign of the respondentrs

28
 50 45
45
40
35
30 25
25
20 14
% of respondents 15 11
10 5
5
0
ee re
e ee ee ee
a gr Ag a gr a gr a gr
y i s s s
ng
l
rd Di di
rt o no ly
S ng
ee ro
a gr St
er
ei th
N

Opinion

TABLE 17:

Table showing the pricing opinion of the respondents

Opinion No. Of respondents % of respondents

Very high 8 8
High 26 26
Moderate 33 33
Low 26 26
Very low 7 7
Total 100 100

FINDINGS:

From the above table, it is found that 8% respondents feel price is very high, 26% feel high,
33% as moderate, 26% feel low and 7% feel price is very low.

INFERENCE:

Majority of the respondents (i.e) 33% feel that the price is moderate.

CHART NO.:17

Chart showing the pricing opinion of the respondents

29
 35 33

30
26 26
25
% of respondents
20

15

10 8 7
5

0
Very high High Moderate Low Very low
Opinion

TABLE 18:

Table showing the opinion of shopping experience of the respondents

Opinion No. Of respondents % of respondents

Highly satisfied 18 18
Satisfied 46 46
Neither satisfied nor 21 21
dissatisfied
Dissatisfied 11 11
Highly dissatisfied 4 4
Total 100 100

FINDINGS:

The above table shows that 18% of the respondent rate the shopping experience as highly
satisfied, 46% as satisfied, 21% as neither satisfied nor dissatisfied, 11% as dissatisfied and
4% as highly dissatisfied.

INFERENCE:

Majority of the respondents (i.e) 46% are satisfied with overall shopping experience.

CHART NO.: 18

Chart showing the opinion of shopping experience of the respondents

30
 50 46
45
40
35
30 21
25 18
20 11
15
% of respondents 10 4
5
0

Opinion

TABLE 19:

Table showing the purchase in future through online shopping of the respondents

Opinion No. of respondents % of respondents

Yes 77 77
No 11 11
Not sure 12 12
Total 100 100

FINDINGS:

From the above table, it is observed that 77% respondents like to make future purchase
through online shopping, 11% would not make purchase and 12% are not sure.

INFERENCE:

It is inferred that 77% of respondents are willing to make future purchase through online
shopping.

CHART NO.: 19

Chart showing the purchase in future through online shopping of the respondents

31
 90
80 77

70

% of respondents 60
50
40
30
20
11 12
10
0
Yes No Not sure
Opinion

3.3 SUMMARY OF FINDINGS:

From the above analysis

 It is inferred that majority of the respondents belong to the age group between 20-30 years.

 It is inferred that majority of the respondents are female.

 It is analysed that most of the respondents are graduates.

 It is found that majority of the respondents are unmarried.

 In respect to occupation the majority of the respondents are students.

 It is inferred that majority of the respondents household income is between Rs.20000-30000.

 It is inferred that majority of the respondents use online shopping for price.

 Majority of the respondents feel secured about shopping online.

 Majority of the respondents purchase product that ranges between Rs.1000-3000.

 It is inferred that majority of the respondents adopt payment of cash on delivery.

 It is inferred that majority of the respondents use flipkart website.

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 Majority of the respondents purchase lifestyle products.

 Majority of them are influenced by the promotional scheme occasionally.

 Majority of the respondents have faced problem with online shopping and the problem is out
of stock.

 Majority of the respondents feel that the price is moderate.

 It is inferred that respondents are willing to make future purchase through online shopping
and are satisfied.

3.4 SUGGESTIONS:
 Online companies must focus on providing extra facilities like goods exchange policy to
online shoppers so that shoppers will easily purchase products over online.
 Flipkart should try to reduce the cost and introduce many cheap plans to make it affordable to
those who cannot afford, which will in turn help them to increase their customers.
 They must focus on providing better security to the online shoppers so that customers feel
secured by making an online purchase as there are lots of malpractices going on.
 They can provide more information about the product and service availability which will
improve the knowledge of the customers and help them shop easily.
 Most of the educated people are familiar with online shopping and so Flipkart can try
focusing on people who are less educated by creating awareness and educating them.

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 Highly discounted products got out of stock quickly, since customers purchased it as soon as
they could when they see high discount on good featured product.

 Convenience of shopping can be developed by bringing in user friendly methods of making

online purchase easier.
 Formalities & forms to be filled during purchase can be minimized, by recording the personal
details of the customers. So that when a customer gives his name or mail id for shopping his
personal information will appear by default.
 Digital marketing techniques like search engine marketing, links providing other website and
advertisement also functioned well for promotion of this website.

3.5 CONCLUSION:
The thorough study is based on the consumer behaviour analysis which serves a great
idea regarding consumer perception, when they go for online shopping. In order to satisfy
themselves consumer perceive many things before buying products and they will be satisfied
if the company meet their expectation. There is an old saying, “Physician, heal thyself.” The
meaning of the phrase suggests that because doctors are always busy healing others, they
often fail to pay attention to their own health. Every once in a while, physicians need to turn
their expertise inward to make sure they are in good health so they can be ready to help
others. The concept is applicable to e-commerce business companies also, as these industries
are very busy to focus on delivery of consumer service and solutions provider in
merchandising with effective technology and expertise. So, every time they require to update

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their Internal Structure Systems and Innovative Management System with sound database to
provide end-to-end connectivity across all different processes to reach out its suppliers,
partners and customers effectively. Promising future-commerce in India, which is now a
minuscule portion of the $500 Billion Indian retail market, is set to be the fastest growing
channel in the sector.

Online shopping has been following the quality and efficiency of customer service
and distribution with decreased cost and agile work flow through retailers and other
supplier’s network integrally. It is using its inventory led model focusing on standardization
of product delivery with long-run retention of customers by winning their confidence in e-
business and commerce market place.

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