“A STUDY ON ONLINE

SHOPPING BEHAVIOR OF CONSUMERS’’

Greater Noida Institute of Technology

Approved by A.I.C.T.E, &Affiliated to DR. A.P.J.AbdulKalam

Technical University
Plot no.7, Knowledge Park II ,Greater Noida, Distt. G.B.Nagar,
U.P., India pin-201306

Submitted by
THE PARTIAL FULFILLMENT OF THE AWARD OF DEGREE
OF
MASTER OF APPLIED MANAGEMENT (MAMIIIrd year)

Under the Guidance of : Submitted By:

Dr. VandanaSharma Name :SumitChauhan
Asst.Professor Roll.No:-1427293052
Department of management studies Session : 2016-2017

Greater Noida Institute of Technology

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 INSTITUTE OF MANAGEMENT
Approved by A.I.C.T.E. & affiliated to Uttar Pradesh Technical University

Dated: 28th April 2017

CERTIFICATE
This is to certify that SUMIT CHAUHAN .has undertaken this Research project work entitled “

A STUDY ON ONLINESHOPPING BEHAVIOR OF CONSUMERS ”for

thepartial fulfillment of the award of Master of Business Applied Management degree from
Dr. A P J Abdul Kalam Technical University, Lucknow (U. P.).
As per best of my knowledge this Research project work is an original piece of work and has
not been submitted or published elsewhere.

I wish him/ her all the best for his/her bright future ahead.

Professor

Dr. Vandana Sharma

ACKNOWLEDGEMENT

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This project bears silent testimony to the positive efforts, patience and knowledge of all those
who guided me.
I take this opportunity to thank a number of people who helped me during my project with their
constructive criticism, helpful suggestions and overall support.
In particular I wish to thank Dr. VandanaSharma who has provided me the guidance
in conceptualizing and executing this project. She has been with me from the assigning of the
problem to the analysis phase and then later to the presentation. She has enriched me with
helpful suggestions on all matters. This project could never have materialized without his
constructive criticism and constant monitoring.
I would like to thanks everybody who had a role to play in the making of my project.

Name:SumitChauhan
Roll No. :1427293052

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 DECLARATION

The research project on A STUDY ON ONLINE SHOPPING BEHAVIOR OF

CONSUMERS has been undertaken as a partial fulfillment of the requirement for the award
of the degree of Master of Applied Management (MAM)of Dr. APJ Abdul kalam Technical
University, Lucknow.I hereby declare that this Project is my original work and the analysis and
findings are for academic purposes only. This project has not been submitted by the any student
earlier to any other institution/ university.

Name: SumitChauhan
Roll No. : 1427293052

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ABSTRACT

The growing use of Internet in India provides a developing prospect for online shopping. If E-
marketers know the factors affecting online Indian behavior, and the relationships between these
factors and the type of online buyers, then they can further develop their marketing strategies to
convert potential customers into active ones, while retaining existing online customers.

This project is a part of study, and focuses on factors which online Indian buyers keep in mind
while shopping online. This research found that information, perceived usefulness, ease of use;
perceived enjoyment and security/privacy are the five dominant factors which influence
consumer perceptions of Online purchasing.

Consumer behavior is said to be an applied discipline as some decisions are significantly affected
by their behavior or expected actions. The two perspectives that seek application of its
knowledge are micro and societal perspectives.

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

Companies also use the Internet to convey, communicate and disseminate information, to sell
the product, to take feedback and also to conduct satisfaction surveys with customers.

TABLE OF CONTENTS

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Chapter Title Page no.

1. Introduction
i. Introduction to industry 7-51
ii. Issues in online purchase 51-54
iii. Literature review 54-61

2. Objectives and scope

i. Objectives of the study 62-63
ii. Scope of the study 64-65

3. Researchmethodology
i. Research design 67
ii. Sample design 68
iii. Data Collection methods and tools 69

4. Data Preparation and analysis 70-89

i. Finding and conclusion 90-91
ii. Limitations 93
iii. Suggestions 94

5. Recommendations95
i. Bibliography 96
ii. Questionnaire 97-100

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INTRODUCTION

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INTRODUCTION
Internet is changing the way consumers shop and buy goods and services, and has rapidly
evolved into a global phenomenon. Many companies have started using the Internet with the aim
of cutting marketing costs, thereby reducing the price of their products and services in order to
stay ahead in highly competitive markets. Companies also use the Internet to convey
communicates and disseminate information, to sell the product, to take feedback and also to
conduct satisfaction surveys with customers. Customers use the Internet not only to buy the
product online, but also to compare prices, product features and after sale service facilities the
will receive if they purchase the product from a particular store. Many experts are optimistic
about the prospect of online business.

In addition to the tremendous potential of the E-commerce market, the Internet provides a unique
opportunity for companies to more efficiently reach existing and potential customers. Although
most of the revenue of online transactions comes from business-to-business commerce, the
practitioners of business-to-consumer 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-
consumers behavior from different perspectives. Many of their studies have posited new
emergent factors or assumptions which are based on the traditional models of consumer
behavior, and then examine their validity in the Internet context.

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 ONLINE SHOPPING IN INDIA
The birth and growth of Internet has been the biggest event of the century. E-commerce in India
has come a long way from a timid beginning in the 1999-2000 to a period where one can sell and
find all sorts of stuff from a high end product to a meager peanut online. Most corporations are
using Internet to represent their product range and services so that it is accessible to the global
market and to reach out to a larger range of their audience.

Computers and the Internet have completely changed the way one handles day-to-day
transactions; online shopping is one of them. The Internet has brought about sweeping changes
in the purchasing habits of the people. In the comfort of one's home, office or cyber cafe or
anywhere across the globe, one can log on and buy just about anything from apparel, books,
music, and jewellery to digital cameras, mobile phones, MP3 players, video games, movie
tickets, rail and air tickets. Ease, simplicity, convenience and security are the key factors turning
the users to buy online.

It is a fact that a great online shopping revolution is expected in India in the coming years. There
is a huge purchasing power of a youth population aged 18-40 in the urban area

 FEW FACTORS THAT BOOST ONLINE SHOPPING IN

INDIA

 Rapid growth of cybercafés across India

 Access to Information
 The increase in number of computer users
 Reach to net services through broadband
 Middle-class population with spending power is growing. There are about 200 million of
middle-class population good spending powers. These people have very little time to
spend for shopping. Many of them have started to depend on internet to satisfy their
shopping desires.

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 FEW FACTS ABOUT ONLINE SHOPPING
The figures from IAMAI show that the internet users in India will grow to 300 million by
2016. Around 25% of regular shoppers in India are in the 18-25 age groups, and 46% are in
the 26-35 year range.
 Indian online matrimonial sector is worth around $230 million.
 Worldwide E-commerce is only growing at the rate of 28%, since India being a younger
market, the growth of e-commerce is expected at 51% in the coming years.
 In line with global trends finally India has also started shopping online these days. As per
the study by IAMAI online shopping in India has rose from $11million in 1999-2000 to
$522 million in 2007 and it is expected to rise above $750 million by end March 2016.

 CHANGING ATTITUDE TOWARDS ONLINE SHOPPING

“Awareness, Future Demand Focus for Emerging Markets & Current Issues” Malls springing
up everywhere and yet people are E-shopping! And not in small numbers either. Consumers
are more rational nowadays and have ability to get the choices from the market. Awareness
among the consumers is spread through internet. The number of internet users is increasing
day by day which attracts people who have an option to buy online. It was never thought that
Indians would go in for e-shopping in such a big way. Ticketing, travel bookings and even
books and movies seem fine to buy online. Knowing that in India sizes vary from brand to
brand and quality is inconsistent, even of some electronic items, how is it that there are
people buying these items online? In India there are some segments of people who have not
yet tried purchasing over internet.

Here is the few reason why internet shopping is preferable:

1. Convenience

Online stores are usually available 24 hours a day, and many consumers have Internet access
both at work and at home. Other establishments such as internet cafes and schools provide

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access as well. A visit to a conventional retail store requires travel and must take place during
business hours.

2. Information and reviews

Online stores must describe products for sale with text, photos, and multimedia files. 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 now blogs gives customers
the option of shopping cheaper organize purchases from all over the world without having to
depend on local retailers.

3. Home delivery concept

In any case, home delivery is a concept that Indians are familiar with and love. The mall
craze has started only now. Earlier it was a choice between sweating it out in small crowded
markets, or asking a friendly neighborhood kirana (grocer) to deliver groceries home and this
system is still thriving.

4. Increase in the Internet users

Increasing penetration of Internet connectivity and PCs has led to an increase in the Internet
users across India. The demographic segments that have witnessed maximum growth
comprise college going students and young persons. These segments are the users of
advanced applications and technologies online and are most likely to be heavy E-Commerce
users.

5. Increase in the number of buyers and sellers

The success of a marketplace depends on the presence of a large number of buyers and a
large number of sellers. In addition to online buyers, many offline stores have begun to sell
their products in the online marketplace. The greater the number of sellers and buyers, the
faster the market grows.

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 HISTORY

OF

ONLINE SHOPPING

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 HISTORY OF ONLINE SHOPPING
Online shopping is a form of electronic commerce whereby consumers directly buy goods or
services from a seller over the Internet without an intermediary service. An online shop, e-shop,
e-store, Internet shop, web-shop, web-store, online store, or virtual store evokes the physical
analogy of buying products or services at a bricks-and-mortar retailer or shopping centre. The
process is called business-to-consumer (B2C) online shopping. When a business buys from
another business it is called business-to-business (B2B) online shopping.

1979

Videotexwas being researched since much earlier for supplying the end users with textual
information. Much work was done in UK on videotext, it was a two way message service and
developed basically for information sending where “many companies” were interested in, but on
the backdrop of all that Michael Aldrich in 1979 gave the “concept of teleshopping” (today
online shopping) which revolutionized the way businesses happen. Same happened in the US
around that year with services like The Source and CompuServe.

1982

Minitelsucceeded Videotext as online service making online purchases, check share market,
search telephone directory and could even chat. This is one of the most successful services
before WWW using telephone lines; it was launched in France successfully but in UK as well
but to less success.

1987

With Swreg (offshoot of CompuServe) the community of software developers and shareware
authors got an online market where they could sell their product using “Merchant account”. Thus
online shopping started for then software industry people.

1990

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Tim Berners-Leewrote theWorld Wide Weband gave the first browser to view the web
which changed most of things; a whole new revolution started, which till date is ON.

1992

Revolutionary book by J.H. Snider and Terra Ziporyn namely; Future Shop: How New
Technologies Will Change the Way We Shop and What We Buy. St. Martin’s Press.

1994

Netscape released Navigator browser, later introduced Secure Sockets Layer (SSL) encryption
for secure transaction. Pizza Hutstarted online ordering on their webpage, cars, bikes and adult
content as well started selling on the internet.

1995

Amazon.comstarted selling each and everything online, and along with that Jeff Bezos starts
first commercial-free 24 hour, internet-only radio stations. Then Radio HK and NetRadio start
broadcasting. Companies like Dell and Cisco started using internet in all their transactions.

Online auction started by eBay.

1998

United States started selling Electronic postal stampsonline wherein they could be
purchased and downloaded for print.

1999

Acquisition of Business.comby e-Companies in US $7.5 million.Napsterthe peer-to-peer

file sharing software launches. Home decorative items started selling on ATG Stores.

2000

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The dot-com bust as we know it today wasn’t something that happened in a day, over

speculation for a period of time (approx. 1995-2000) where just the prefix “e-” or “.com” in
names could make stock prices rise at great rates. This saw a great many companies rise and fall.

Many entrepreneurs came up with brilliant plans and most got pretty “generous” venture
capitalists, most of these firms started working on the principle “expand the market and later
profits will cover all present debts and losses.” This speculation was constantly taking the market
upwards with NASDAQ at a peak of 5132.52 points on March 10, 2000. After this the market
goes down and with them the over speculating ones were just wiped off the market.

2002

PayPal the company which offered an alternative (through internet) to cash or check payment
was acquired by eBay for $1.5 billion. CSN Storesand NetShopswere founded with the
concept of domain specific commodity and sprung with many online stores, going for one item
on each website.

2003

Online shopping matures showing to the world their confidence Amazon.composted first
yearly profit and thus again making presence on the stock market.

2007

Acquisition of Business.comby R.H. Donnelleyfor $345 million, making way for bigger
players in technology domain.

2012

Tremendous growth in US in Ecommerce with sales figures touching $204 billion, a decent 17%
rise from the previous year.

2014

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Online Retailer – Amazon.com has an estimated turnover on a daily basis is over US $2.5 trillion
with growth rate of 14% annually. EBay having sales of US $1.89 billion, these numbers alone
speak.

2016

Average online purchases are expected to increase by 78 percent in 2016 from 66 percent in
2015, due to attractive deals and aggressive marketing of ever-expanding range of merchandise
from clothes to jewellery, from electronics to books," said a study by Assocham and
international accounting firm Pricewaterhouse Coopers (PwC).

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 ONLINE

SHOPPING SITES

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Shopping Sites

PC Data Online issued top 20 web retailers on January 2001. The chart below is based on PC
Data Online data.

(1) Amazon.in Score (4.75) - World leader in e-commerce market recently started
operation in India, Now Indians can buy Books, CDS and Electronic at cheaper price from
Amzon.in. For limited time they offering free shipping.

 Amazon Coupons
 Amazon Deals & Offers

(2) Flipkart.com – Score (4.78) – Founded in 2004 with only Rs. 400000 now in 2014
tuned over 60,000 Crore company. You can not only buy books online through Flipkart,
but also mobile phones & mobile accessories, laptops, computer accessories, cameras,
movies, music, televisions, refrigerators, air-conditioners, washing-machines, Clothings,
Footwears, Accessories, MP3 players and products from a host of other categories. After
takeover of letsbuy.com now flipkart is largest player of e-commerce of India.

 Flipkart Coupons
 Flipkart Deals & Offers

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(3) Snapdeal.com -Score (4.90) Snapdeal offers everything from local daily deals on
restaurants, spas, travel to online products deals. They offer you best price with free shipping.

 Snapdeal Coupons
 Snapdeal Deals & Offers

(4) Paytm.com– Score (5.01) – Started with Mobile Recharge and Bill Payment website
now Paytm selling everything from Home Decor, Clothing, Laptops to Mobile at killer price. In
very short time period Paytm has grown very fastly and able to place under our Top 10 Indian
Shopping Website list.

 Paytm Coupons
 Paytm Deals & Offers

(5) ebay.in -Score (5.02) After almost 6month of dominating at number 1 ebay has come
down at number two on indiafreestuff.in list. EBay.in is the Indian version of the popular online
shopping portal eBay.com – world’s online marketplace. Ebay has a diverse and passionate
community of individuals and small businesses. Ebay offers used and fresh items with a wide
network of international shipping. http://www.ebay.in

 Ebay Coupons
 Ebay Deals & Offers

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(6) Jabong.com:- score (5.11) Jabong Fashion & Lifestyle Store offers you great discount
on all listed product. They offers wide range of products from Apparel to Home needs.

 Jabong Coupons
 Jabong Deals & Offers

(7) Myntra.com :- score (5.16) Myntra.com is leading online retailer of lifestyle and
fashion products. Myntra offers T-shirts, Shoes, watches and more at discounted price.

 Myntra Coupons
 Myntra Deals & Offers

(8) Shopclues.com:- score (5.55) - Shopclues is famous for their heavily discounted Jaw
Dropping deals. Shopclues is one of the best online stores that offers a wide variety of cameras,
Computer accessories, Mobile, Gift, Jewellery, Cosmetics, toys, clothes, books and bag.
Their Jaw Dropping deal has become most liked deal of 2012.

 Shopclues Coupons
 Shopclues Deals & Offers

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(9) Pepperfry.com :- score (5.81)-Pepperfry is one of leading Indian website in selling
lifestyle products ranging from men and womens clothing, home decor, jewellery, perfumes and
cosmetics, furnitures, bags and accessories.

 Pepperfry Coupons
 Pepperfry Deals & Offers

(10) Homeshop18.com -Score (5.87) here you find large range appliances, kitchen,
cameras, mobiles, laptops, site, Indian, gifts, apparel, buy, online, gifts. And more, HomeShop18
is a venture of theNetwork18 Group, India’s fastest growing media and entertainment Group.
Network18 operates India’s leading business news television channels – CNBC TV18 and
CNBC Awaaz. HomeShop18 has also launched India’s first 24 hour Home Shopping TV
channel. The company has its headquarters in Noida, UP. The website has received the ‘Best
shopping site” award from PC World Magazine in 2008

 Homeshop18 Coupons
 Homeshop18 Deals & Offers

(11) Groupon :-Groupon India launched in 2011 offers Products and Service deals at good
discount.

 Groupon Coupons
 Groupon Deals & Offers

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(12) Zovi.com :- Zovi is one stop destination for all shopping needs from Clothing to
Accessories at very reasonable price.

 Zovi Coupons
 Zovi Deals & Offers

(13) Infibeam.com – India’s Online Shopping Platform offers Buy Mobile Phones, Books,
Apparel, Jewellery, Cameras, Watches, Send Gifts to India, New/ Used Cars & Bikes in India a
report says 40 lakh visits per month by Indians on this site.

 Infibeam Coupons
 Infibeam Deals & Offers

(14) Firstcry.com :- Firstcry.com India’s largest store for Kids selling 70000+ items from
400+ top International and Indian brands.

 Firstcry Coupons
 Firstcry Deals & Offers

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(15) Shopping.indiatimes.com :- Shopping.Indiatimes.com has a wide array of
products that range from electronic items to products related to health & beauty, home
appliances, fashion, music, movies and games.

 Indiatimes Coupons
 Indiatimes Deals & Offers

(16) Tradus.com –Tradus.in is owned by ibibo from books to clothes they sell you
everything and after buying Buytheprice.com they have become bigger. Tradus offers the Online
Shopping in India to buy Books, Mobiles, Cameras, Watches, Apparel, Home Appliances,
Ipods& Many More at Lowest Price & Free shipping although their refunding process takes
more than expected time and they don’t ship all over India but still at no 3 on our list.

 Tradus Coupons
 Tradus Deals & Offers

(17) Futurebazaar.com -FutureBazaar.com is owned and operated by Future Bazaar

India Ltd futurebazaar offers you wide range with good price The people of behind this company
are same from bigbazaar, pantaloon and ezone.

 Futurebazaar Coupons

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 Futurebazaar Deals & Offers

(18) Koovs.com:- Koovs offers best offers in dining, luxury, technology, entertainment,
utilities, health care, fashion, travel & adventure and plenty more.

 Koovs Coupons
 Koovs Deals & Offers

(19) Bestylish.com :- Bestylish is one stop destination for all your footwear shopping,
they have good range with good price.

 Bestylish Coupons
 Bestylish Deals & Offers

(20) Zoomin.com :- Now not only Photo gifts but also you can buy Camera, Mobile,
‚ Accessories and more from zoomin with discounted rate.

SNAPDEAL.COM

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Snapdeal is an e-commerce company based in India. It is a daily deals' website that features
discount offers across lifestyle segments such as dining, health & beauty, entertainment and
travel. It also offers discounts on products like electronics, perfumes, watches, bags, sunglasses,
apparels and mobile phones.

Headquartered in Delhi, Snapdeal.com was launched in February 2010. The company was
founded by KunalBahl, a Wharton graduate and RohitBansal, alumnus of IIT Delhi who are
friends since school. They had agreed that after finishing their studies and gaining required work
experience, they would start a project of their own.

Snapdeal.com serves as an advertising platform for merchants and a discount platform for
customers. For the merchants who partner with Snapdeal, it is a cost-effective channel for
acquiring new customers. It also works as a risk-free alternate marketing channel. From the
merchant’s standpoint, they are passing on the customer acquisition cost in the form of a
discount offer.

PRODUCT CATEGORIES PROVIDED BY SNAPDEAL.COM

Mobiles & Accessories

Men’s & Women’s Apparel
Watches, Bags & Accessories
Electronics & Cameras
Computers & Peripherals
Perfumes, Beauty & Health
Jewelry
Books & Movies
Footwear
Home, Kitchen & Appliances
Infants, Kids & Toys
Sports & Hobbies
Travel Packages

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 Adventure & Entertainment

Terms of Sale, Website Terms of Use, Privacy Policy

This 'User Agreement', which is intended to be a legally binding contract between you and us,
contains the following:

 Terms of Sale: this governs your purchase and use of the coupons/vouchers.

 Website Terms of Use: this governs the access and use of the Website.

 Privacy Policy: this governs the use of your personal information we collect.

You agree that you are of legal age to enter into binding contracts, have read, understood and are
bound by the User Agreement. If you do not want to be bound by this User Agreement, you
should not use this Website or conduct any sale/purchase transaction.

References to "you", "User" shall mean the end user accessing the Website, its contents and
using the Functionalities offered through the Website, "Service Providers" mean independent
third party service providers or merchants, and "we", "us", "Jasper InfoTech" and "our" shall
mean Jasper InfoTech Pvt. Ltd

A. TERMS OF SALE

 The Voucher you purchase is redeemable for goods or services by the seller of such
goods and services, or the Service Provider. The Service Provider, not Jasper, is the seller
of the goods and services and is solely responsible for redeeming any Voucher you
purchase.
 The Voucher shall have the necessary redemption instructions on it. The Vouchers may
have an offer period, or expiry date, mentioned on it. You shall use it accordingly.
 Unless otherwise stated, you will not be entitled to receive credit or cash-back for
whatever value of the Voucher you don't use.

26
  Unless otherwise stated, you cannot combine the Voucher offer with other special offers
or promotions that may be on.
 Unless there is something wrong with the purchase or an error attributable to us, we do
not offer refunds. Vouchers once sold are non-refundable, whether you use it or not.
 Neither Jasper nor the Service Provider shall have any liability in the event you lose your
Voucher at the Service Provider venue.
 Jasper is merely the aggregator of deals and issuer of usable Vouchers. The Vouchers and
the deals are the property of the respective third party Service Provider.
 As such, Service Provider shall be fully responsible for any and all injuries, illnesses,
damages, claims, liabilities and costs suffered by or in respect of a customer, caused in
whole or in part by the Service Provider.

1. Snapdeal.Com Return Policy

There could be certain circumstances beyond our control where you could receive a damaged /
defective product or a product that is not the same as per your original order. We will replace the
product to your satisfaction at no extra cost. In such circumstances we would request you to get
in touch with our Customer Service Team through one of the below channels and they will guide
you on the next steps for the same

 24 hour call centre.

 Or by filling up the 'contact us' form using the following
link http://www.snapdeal.com/info/contactus
 Or by sending an email at help@snapdeal.com

Before accepting shipment, kindly ensure that the product's packaging is not damaged or
tampered. If you observe that the package is damaged or tampered, we would request you to
refuse to accept delivery and inform us as soon as possible. The return process of the product can
be restricted depending on the nature and category of the product.

Conditions for return:

27
  Please notify us of receipt of a Damaged / Defective product within 48 hours of delivery.
If you are unable to do so within 48 hours, there shall be no liability of Snapdeal.com to
replace the order
 Products/Items should be UNUSED.
 Snapdeal.com will arrange pickup of the damaged/defective product through its own
logistics partner. In the event of Snapdeal.com not being able to get the pickup arranged,
you will need to send the product using one of the reputed couriers in their area.

 Courier freight charges reimbursement will be as SD cash, if any and up to a maximum

as defined by our logistics team.
 Products should be returned in their original packaging along with the original price tags,
labels and invoices.
 It is advised that the return packets should be strongly and adequately packaged so that
there is no further damage of goods in transit.
 The returned goods are subject to verification and checks from Snapdeal.com team to
judge the legitimacy of the complaint

Refunds:
We will process the refund after receipt of the product by Snapdeal.com. Refund will be
processed based on the mode of payment of the order

 Orders paid online will be refunded within 7-21 working days

 For COD payments, we will send a refund cheque.

2. Bulk Order Cancellation Policy

 Snapdeal reserves the right to cancel any orders that classify as 'Bulk Order' as per
internal criteria
 Any SD cash or Promo Code used for placing the 'Bulk Order' will not be refunded as per
our cancellation policy
 Some of the reasons that an order is classified as 'Bulk Order' are listed below
 Where it is felt that the products ordered are not for self-consumption but for further sale

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  Multiple orders placed for same product at the same address
 Bulk quantity of the same product ordered
 Invalid address given in order details
 Any malpractice is used to place the order

1. AMAZON.COM
Amazon.com is an American multinational electronic commerce company with headquarters in
Seattle, Washington, United States. It is the world's largest online retailer. The company also
produces consumer electronics - notably the Amazon Kindle e-book reader - and is a major
provider of cloud computing services.

Amazon has separate retail websites for the following countries: United States, Canada, United
Kingdom, Germany, France, Italy, Spain, Japan and China, with international shipping to certain
other countries for some of its products. It is also expected to launch its websites in Poland,
Netherlands and Sweden.

Jeff Bezos incorporated the company (as Cadabra) in July 1994, and the site went online as
amazon.com in 1995. Amazon.com started as an online bookstore, but soon diversified, selling
DVDs, CDs, MP3 downloads, software, video games, electronics, apparel, furniture, food, toys,
and jewelry.

The company was founded in 1994, spurred by what Bezos called his "regret minimization
framework", which he described as his effort to fend off regret for not staking a claim in the
Internet gold rush.

The company began as an online bookstore. While the largest brick-and-mortar bookstores and
mail-order catalogs might offer 200,000 titles, an online bookstore could sell far more. Bezos
wanted a name for his company that began with "A" so that it would appear early in alphabetic
order. He began looking through the dictionary and settled on "Amazon" because it was a place
that was "exotic and different" and it was the river he considered the biggest in the world, as he

29
hoped his company would be. Since 2000, Amazon's logotype is an arrow leading from A to Z,
representing customer satisfaction. A goal was to have every product in the alphabet.

PRODUCT CATEGORIES PROVIDED BY AMAZON.COM

Books
Movies, Music & Games
Electronic & Computers
Home, Garden & Tools
Pet Products
Grocery, Health & Beauty
Kitchen & Dining
Furniture & Decor
Toy, Kids & Baby
Clothing, Shoes & Jewelry
Sports & Outdoors, Automotive & Industrial

TERMS OF USE

This is an agreement between the consumer and amazon digital services, inc. before using the
amazon games and software downloads service (the "games and software service"), please read
these terms of use, all rules and policies related to the games and software service (including, but
not limited to, any specific rules or usage provisions specified on any applicable product,
application or service detail page or in any link from a detail page), the amazon.com privacy
notice at http://www.amazon.com/privacy and the amazon.com conditions of use at
http://www.amazon.com/conditionsofuse (collectively, this "agreement"). If you use the games
and software service, you will be bound by the terms of this agreement.

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Copyright Complaints

Amazon respects the intellectual property of others. If you believe that your work has been
copied in a way that constitutes copyright infringement, please follow our Notice and Procedure
for Making Claims of Copyright Infringement.

Risk of loss

All items purchased from Amazon are made pursuant to a shipment contract. This means that the
risk of loss and title for such items pass to you upon our delivery to the carrier.

Returns, Refunds and Title

Amazon does not take title to returned items until the item arrives at our fulfillment center. At
our discretion, a refund may be issued without requiring a return. In this situation, Amazon does
not take title to the refunded item. For more information about our returns and refunds.

DISCLAIMER OF WARRANTIES AND LIMITATION OF

LIABILITY

This site and all information, content, materials, products (including software) and services
included on or otherwise made available to you through this site are provided by Amazon on an
"as is" and "as available" basis, unless otherwise specified in writing. Amazon makes no
representations or warranties of any kind, express or implied, as to the operation of this site or
the information, content, materials, products (including software) or services included on or

31
otherwise made available to you through this site, unless otherwise specified in writing. You
expressly agree that your use of this site is at your sole risk.

To the full extent permissible by applicable law, Amazon disclaims all warranties, express or
implied, including, but not limited to, implied warranties of merchantability and fitness for a
particular purpose. Amazon does not warrant that this site; information, content, materials,
products (including software) or services included on or otherwise made available to you through
this site; their servers; or electronic communications sent from Amazon are free of viruses or
other harmful components. Amazon will not be liable for any damages of any kind arising from
the use of this site or from any information, content, materials, products (including software) or
services included on or otherwise made available to you through this site, including, but not
limited to direct, indirect, incidental, punitive, and consequential damages, unless otherwise
specified in writing.

Certain state laws do not allow limitations on implied warranties or the exclusion or limitation of
certain damages. if these laws apply to you, some or all of the above disclaimers, exclusions, or
limitations may not apply to you, and you might have additional rights.

TERMS AND CONDITIONS

Each item in your order is sold by Amazon Export Sales, Inc. ("Amazon Export") or the
merchant that the item is specified as sold by ("Merchant"). Those items for shipment to
countries outside of the U.S. may be subject to taxes, customs duties and fees levied by the
destination country ("Import Fees"). The recipient of the shipment is the importer of record in the
destination country and is responsible for all Import Fees.

With respect to each item for which Import Fees have been calculated, you authorize Amazon
Export or Merchant (as applicable) to designate a carrier ("Designated Carrier") to act as your
agent with the relevant customs and tax authorities in the destination country, to clear your
merchandise, process and remit your actual Import Fees for such item.

32
"Import Fees Deposit" represents an estimate of the Import Fees that will be levied on the items
in your order for shipment to countries outside of the US. By placing your order, you agree to
allow Amazon Export and/or Merchant (as applicable) to collect the Import Fees Deposit for the
applicable items in your order. This deposit will be used, on your behalf, to reimburse the
Designated Carriers for the import fees that they have paid on your behalf to the appropriate
authorities of the destination country.

You further agree that the Designated Carriers may disclose to Amazon Export or Merchant (as
applicable) the amount of actual Import Fees levied on the item you have purchased from
Amazon Export and/or Merchant ("Actual Import Fees"). In the event that the Import Fees
Deposit exceeds the Actual Import Fees, Amazon Export or Merchant (as applicable) will refund
the difference to you.

In the case of gifts or other purchases made on behalf of another recipient, you also agree to
grant the foregoing authorizations on behalf of the recipient designated in your order.

To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in
connection with customs clearance, you may contact the Carrier specified in your shipment
confirmation e-mail.

These terms and conditions are in addition to the standard Conditions of Use of the Amazon
website. Pursuant to those terms, title and risk of loss for the items transfer to the recipient upon
delivery to the common carrier in the United States.

Please note that Merchants participating in the International Direct program may have policies
that differ from Amazon Export's terms and conditions. For items you have purchased from a
Merchant, please see the applicable Merchant's policies for any other terms and conditions that
may apply to your purchase of such items.

2. EBAY.COM
EBay is an American multinational internet consumer-to-consumer corporation that manages
eBay.com, an online auction and shopping website in which people and businesses buy and sell a

33
broad variety of goods and services worldwide. Founded in 1995, eBay is one of the notable
success stories of the dot-com bubble; it is now a multi-billion dollar business with operations
localized in over thirty countries. EBay expanded from its original "set-time" auction format to
include "Buy It Now" standard shopping; shopping by UPC, ISBN, or other kind of SKU; online
classified advertisements; online event ticket trading; online money transfers and other services.

The online auction website was founded as Auction Web in San Jose, California, on September
5, 1995, by French-born Iranian-American computer programmer Pierre Omidyar as part of a
larger personal site that included, among other things, Omidyar's own tongue-in-cheek tribute to
the Ebola virus. One of the first items sold on eBay was a broken laser pointer for $14.83.
Astonished, Omidyar contacted the winning bidder to ask if he understood that the laser pointer
was broken. In his responding email, the buyer explained: "I'm a collector of broken laser
pointers."The frequently repeated story that eBay was founded to help Omidyar's fiancée trade
Pez candy dispensers was fabricated by a public relations manager in 1997 to interest the media,
which were not interested in the company's previous explanation about wanting to create a
"perfect market". This was revealed in Adam Cohen's 2002 book, The Perfect Store, and
confirmed by eBay.

PRODUCT CATEGORIES PROVIDED BY EBAY.COM

Fashion
Motors
Electronics
Collectibles & Art
Home, Outdoors & Décor
Entertainment
Deals & Gifts
Sporting Goods

34
35
 TERMS AND CONDITIONS

 These Terms and Conditions are between you, the registered user of www.ebay.in ("eBay.
in") who wish to buy the goods as appearing in the listing on this webpage of eBay. in Global
Easy Buy Micro Site ("Listed Goods") and i2c World Inc., a company incorporated under the
laws of United States of America having its principal place of business at 59 West 37 th
Street, New York New York 10018, USA (hereinafter referred to as "International Reseller")
and governs Your purchases of Listed Goods from International Reseller on eBay. in Global
Easy Buy Micro Site and related payments for the same using Paisa Pay Facility on eBay. in.

 You must read, agree with and accept all of the terms and conditions contained in these
Global Buying Terms, as these terms constitute your legal and contractual obligations
towards International Reseller for using eBay. in Global Easy Buy Micro Site for buying
Listed Goods. These Global Buying Terms are in addition to any other terms and conditions
mentioned in the item description page of the Listed Goods.

 These Global Buying Terms shall be effective and binding upon your 'acceptance'.
'Acceptance' shall mean Your affirmative action in clicking on the 'Buy It Now' or on 'Bid' or
on the 'continue' button as provided on this webpage or such other actions that implies Your
acceptance including without limitation making a buying offer and/or making or attempting
to make any payments thereto. If You do not agree or are not willing to be bound by the
terms and conditions of these Global Buying Terms please do not click on the "Buy It Now"
or on 'Bid' or on the "continue" button and do not seek to obtain access to or otherwise
undertake any activity on this webpage in relation to Listed Goods.

 Disclaimer of warranties: International Reseller Disclaims Any And All

Warranties or Representation Express or Implied, Including, But Not Limited To, The
Implied Warranties of Merchantability, Title, Non-Infringement and Fitness for a Particular
Purpose. In No Event Shall International Reseller Be Liable For Any Consequential, Indirect,

36
 Special Or Punitive Damages, Interest Or Lost Profits, Even If Advised Of The Possibility
Thereof.

 Limitation of Liability: International Reseller Shall Not Be Liable To You For Any
Indirect, Incidental, Consequential, Punitive Or Special Damages, Arising Out Of Or Related
To These Global Buying Terms Or In Manner Relating To Buying, Reselling, Packing,
Storing, Customs Clearance, Shipment Etc. Of The Listed Goods Including, Without
Limitation, Damages For Loss Of Business Profits, Business Interruption, Loss Of Business
Information Whether In An Action In Contract Or Tort, Product Liability, Statute, Equity,
And The Like, Even If International Reseller Has Been Advised Of The Possibility Of Such
Damages. International Reseller Shall Be Cumulatively Liable To You To Only Refund
You A Maximum Of The Amount Actually Paid By You To International Reseller For
Buying The Listed Goods.

 Invitation to offer, offer and acceptance: The Listed Goods displayed on this
webpage and other details thereto are the invitation to offer made by International Reseller to
You. Upon acceptance of these Global Buying Terms, on paying advance purchase
consideration to International Reseller through eBay. in Paisa Pay Facility You shall be
deemed to have accepted such invitation to offer and thereby Your action (paying advance
purchase consideration to International Reseller through eBay. in Paisa Pay Facility) shall
deem to be an offer to International Reseller to buy the Listed Goods from eBay.com Seller
and resell

 the same to You in accordance with these Global Buying Terms, the Foreign Exchange
Management Act, 1999 ("FEMA") and the regulations made there under and other terms and
conditions mentioned on this webpage or in relation to Listed Goods. International Reseller
may at its sole discretion accept or reject your offer without assigning any reasons
whatsoever. If International Reseller accepts your offer, the International Reseller will
purchase the Listed Goods from eBay.com Seller on eBay.com and shall resell the same to
you in accordance with FEMA and the regulations made there under. If International Reseller
rejects your offer, the International Reseller will refund the advance purchase consideration

37
 to you through eBay. inPaisa Pay Facility or such other means as may be deemed appropriate
by International Reseller and such refund shall be made in reasonable time but no later than
fifteen (15) days of the date of Your accepting the invitation to offer and making a
consequent offer. You shall not be entitled and International Reseller shall not be liable to
pay you any interest on the advance purchase consideration in any circumstances whatsoever.

 Delivery, Title & Risk of Loss: Subject to the clearance of the Indian customs
authorities, International Reseller will ensure Listed Goods are delivered to the location
specified by You at eBay. In / eBay.in Global Easy Buy Micro Site within reasonable time
and in accordance with the rules of eBay.in. Without prejudice to the rights of International
Reseller as a unpaid seller to the extent of any entry taxes, octroi or municipal taxes levied in
any part of India before delivering the goods to You, the title to goods passes to You when
International Reseller has repacked the goods at its warehouse outside India and tendered the
goods to the shipping agent for delivery to You or your agent. However, the goods will
remain in the custody of International Reseller till the same are delivered to You at the
address designated by You on eBay. in and/or in eBay.in Global EasyBuy Micro Site.

 Mode of receipt of advance purchase consideration : International

Reseller will accept your payments through its designated payment collection agent in India
who is registered with Paisa Pay Facility of eBay.in. International Reseller will only purchase
your items upon your payment being approved by Paisa Pay.

 Price of goods and extra costs: The price of the goods as displayed on this
webpage is all inclusive price but shall exclude any entry taxes, octroi or municipal taxes
levied in any part of India before delivering the goods to You, which shall be paid by You to
the International Reseller and/or its agents / service provider / contractor / sub-contractor in
India before the goods are delivered to You. If you refuse or fail to make the full payment of
the extra costs then the International Reseller or its agents or service providers or contractors
or sub-contractors in India shall be entitled to sell, liquidate or otherwise deal with the goods
in any manner whatsoever to recover this extra costs.

38
 Export and Import: You agree and acknowledge that Your acceptance of invitation
to offer and International Reseller's consequent acceptance of your buy offer/order will result
into an import into India. The International Reseller shall be the exporter for the purpose of
import of goods into India and you shall be the importer for the same purpose. You hereby
authorize International Reseller to appoint a customs clearance and forwarding agent to pay
customs duties and other duties, taxes and levies for import of goods into India in accordance
with FEMA and the regulations made there under and the Foreign Trade Policy and delivery
of goods to You and such other activities as may be necessary to clear the goods from
customs department. You shall provide all required and appropriate papers, documents,
permits, approvals; licenses, sanctions etc. and such other assistance as may be required by

 International Reseller or its agent, service providers or contractors/sub-contractors in India

for clearing the goods from customs and/or required by any statutory authority in India.
International Reseller does not warrant or guarantee that the goods shall always be cleared by
customs authority in India and the taxes, duties and levies charged by customs or other
statutory authorities or the valuation thereto shall be accurate and correct and would not be
disputed / challenged / revised by them.

 By accepting these Global Buying Terms and/or making any buying activity on this webpage
of eBay.in Global Easy Buy Micro Site or making any payments through PaisaPay Facility
You hereby agree to observe full compliance with all the applicable laws, rules, regulations,
guidelines etc. whether applicable in India or outside India as amended from time to time,
including without limitation Reserve Bank of India Act, 1934 and rules made there under,
Prevention of Money Laundering Act, 2002 and the rules made there under, Foreign
Exchange Management Act, 1999 and the rules and regulations made there under; Customs
Act, 1962 and the rules made there under, Foreign Trade Policy, Income Tax Act, 1961, item
or goods specific laws, rules, regulations and guidelines in India and also with Your
agreement with eBay.in Site with respect to any use of eBay.in Global Easy Buy Micro Site
and/or any buying and payment activity on eBay.in Global Easy Buy Micro Site and Paisa

39
 Pay Facility and/or any import into India and/or with limitations or restrictions, if any, to end
use of any goods being bought or imported as such.

 Indemnification: You shall indemnify, defend and hold harmless International

Reseller, its subsidiaries and affiliates, their respective, owners, directors, officers,
employees, sub-licensees, users, customers, agents, attorneys, affiliates, successors, and
assigns

("Indemnified Parties") from any and all claims, losses, liabilities, damages, suits, actions,
government procedures, taxes, penalties or interest, associated auditing and legal expenses
and other costs incurred by the Indemnified Parties (including reasonable attorneys' fees and
costs of suit) arising from any breach of these Global Buying Terms whether the said breach
is willful or otherwise.

40
 4. FLIPKART.COM
Flipkart is an Indian e-commerce company headquartered in Bangalore, Karnataka. It was started
by two IIT graduates, SachinBansal and BinnyBansal, in the year 2007. They were working in
Amazon.com previously. Earlier, Flipkart mainly dealt with books but now, it has expanded to
electronic goods and a variety of other products.

Flipkart was founded in 2007 by SachinBansal and BinnyBansal, both alumni of the Indian
Institute of Technology Delhi. They worked for Amazon.com before quitting and founding their
own company. Initially they used word of mouth marketing to popularize their company. A few
months later, the company sold its first book on flipkart.com—John Woods' Leaving Microsoft
to Change the World. Today, as per Alexa traffic rankings, Flipkart is among the top 30 Indian
Web sites and has been credited with being India's largest online bookseller with over 11 million
titles on offer. Flipkart broke even in March 2010 and claims to have had at least 100% growth
every quarter since its founding. The store started with selling books and in 2010 branched out to
selling CDs, DVDs, mobile phones and accessories, cameras, computers, computer accessories
and peripherals, and in 2011 Pens & stationery, other electronic items such as home appliances,
kitchen appliances, personal care gadgets, health care products etc. Further in 2012, Flipkart
added A.C, Air coolers, School supplies, Office supplies, Art Supplies & life style products to its
product portfolio. Today, Flipkart employs over 4500 people.

41
 PRODUCT CATEGORIES PROVIDED BY FLIPKART.COM

Books
Mobiles & Accessories
Computers
Gaming
Movies & TV Shows
Music, CDs, DVDs & Vinyl
TV, Video & MP3 Players
Personal & Health Care
Home & Kitchen
Pens & Stationary
Fragrances

Terms & Conditions

Operating Agreement

This Agreement contains the complete terms and conditions that apply to an individual's or
entity's participation in the Flipkart.com(A unit of WS Retail Services Pvt Ltd) Associates
Program (the "Program""Program"). As used in this Agreement, "we", "us", or "our" means
WS Retail Services Pvt Ltd or any of our affiliate companies, as the case may be, and "you"
means the applicant. “Flipkart Site” means, collectively, the flipkart.com web site."Your
site" means any site that you will link to the Flipkart Site (and which you will identify in your
Program application).

1. Enrollment in the Program

To begin the enrollment process, you will submit a complete Program application via the
Flipkart Site. We will evaluate your application in good faith and will notify you of its
acceptance or rejection. We may reject your application if we determine (in our sole

42
 discretion) that your site is unsuitable for the Program. Unsuitable sites include, but are not
limited to, those that:

 list affiliate links on price comparison sites

 advertise affiliate links through pop-up windows / pop-unders

 advertise affiliate links as Flipkart ‘coupon codes’ or special offers

 advertise affiliate links as a cash back offer

 use affiliate links in HTML emailers, newsletters or any other form of bulk emails

 use affiliate links on illegal audio/video download sites

 promote sexually explicit materials

 promote violence

 promote discrimination based on race, sex, religion, nationality, disability, sexual

orientation, or age

 promote illegal activities

 Include any trademark of Flipkart.com, Inc. or its affiliates in any username, group name,
or other identifier on any social networking website.

 include any colour combination or layout similar or identical to Flipkart.com, with or

without intention to deceive

 Otherwise violate intellectual property rights.

2. Links on Your Site

Once you have been notified that your site has been accepted into the Program, we grant you
a revocable, non-exclusive, worldwide, royalty-free license for the duration of the term of

43
this Agreement, solely for purposes of facilitating referrals from your site to the Flipkart Site,
to provide on your site one or more of the following types of links to the Flipkart Site:

 Product Links: You may select one or more Products to list on your site using a
variety of formats that we make available to you, such as text link format, graphical link
format, customizable "widget" format, or "product preview" link format. A "Product" is
any product listed on the Flipkart Site that is fulfilled by us or on our behalf, a Digital
Product (defined below), or any product sold by a third party seller on the Flipkart Site.
For each selected Product, you will display on your site a short description, review, or
other reference. You will be responsible for the content, style, and placement of these
references.

 Search Box Link: You may provide anFlipkart Site search box on your site that
will permit your site visitors to view Products that are the results of their search query
within the Search Box link or view results that link directly to a page on the Flipkart Site
that contains the results of their search query. We will provide you with technical
specifications describing how to include a Flipkart Site search box on your site.

 General Link to Flipkart Site Home Page: You may provide a general
link on your site to the home page of the Flipkart Site.

 Search Results Link: You may provide a link on your site that will link to a
particular search result on the Flipkart Site, the parameters of which will be determined
by you based on search generating alternatives we make available to you. You
acknowledge and agree that you will: (a) not, in connection with this Agreement, display
or reference on your site, any trademark or logo of any third party seller on the Flipkart
Site; (b) ensure that any “Privacy Information” link or Flipkart trademark (either in logo
or text form) that we include in a Special Link is not obscured or altered in any way or
made invisible,

illegible or indecipherable to visitors of your site; (c) use any data, images, text, or other
information obtained by you from us or the Flipkart Site in connection with this
Agreement ("Content") only in a lawful manner and only in accordance with the terms of
this Agreement; (d) not use any Content relating to any Excluded Merchant or any

44
 product sold by any Excluded Merchant; (e) not modify or alter any Content that consists
of a graphic image, other than to resize it.

3. Order Processing

We will process Product orders placed by customers who follow Special Links from your site
to the Flipkart Site. We reserve the right to reject orders that do not comply with any
requirements that we periodically may establish. We will be responsible for all aspects of
order processing and fulfillment. Among other things, we will prepare order forms, process
payments, cancellations, and returns, and handle customer service. We will track sales made
to customers who purchase Products by using Special Links from your site to the Flipkart
Site and will make available to you reports summarizing this sales activity. The form,
content, and frequency of the reports may vary from time to time in our discretion.

4. Referral Fees

We will pay you (in accordance with Sections 5 and 6 below) referral fees on certain Product
sales to third parties. For a Product sale to be eligible to earn a referral fee, the customer must
click-through a Special Link on your site to the Flipkart Site and during a single session, add
the Product to his or her shopping cart. The session begins when the customer clicks through
a Special Link on your site to the Flipkart Site and ends upon the first to occur of the
following events: (a) 7 days elapse from the customer's initial click-through, (b) the customer
places an order for a Product or (c) the customer follows a third party link to the Flipkart Site
that is formatted with an Associate’s tag. We will only pay referral fees on eligible Products
after order, payment, and shipping.

45
5. Referral Fee Schedule

During each calendar month, for Qualifying Products sold during sessions initiated through
Special Links on your site, you will earn (subject to the other terms of this Agreement)
referral fees in accordance with the "Fee Structure" described below.

 Fee Structure
Subject to the other terms of this Agreement, you will earn a percentage of Qualifying
Revenues (revenues derived by us from customers as a result of sales of Qualifying
Product units sold during sessions initiated through Special Links on your site,
excluding costs for shipping, handling, gift-wrapping, taxes separately stated and
charged to the customer, service charges, rebates, credit card processing fees, returns
and bad debt) set forth in the table below that corresponds to the number of such
Qualifying Product units sold during sessions initiated through Special Links on your
site.

6. Referral Fee Payment

We will pay you referral fees on a monthly basis for Qualifying Products shipped in the
applicable month. Approximately 60 days following the end of each calendar month, we will
either (a) send you a check for the referral fees earned, (b) send you a gift card good for
purchase of Products through the Flipkart.com site, subject to our standard terms or
conditions. If you select payment via Flipkart.com site gift card, we will accrue and withhold
referral fees until the total amount due is at least Rs 250.00. If you select payment via check,
we will accrue and withhold referral fees until the total amount due is at least Rs 2500.00.

7. Policies and Pricing

Customers who buy products through this Program will be deemed to be our customers.
Accordingly, all of our rules, policies, and operating procedures concerning customer orders,
customer service, and product sales will apply to those customers. We may change our

46
 policies and operating procedures at any time. For example, we will determine the prices to
be charged for products sold under this Program in accordance with our own pricing policies.
Product prices and availability may vary from time to time. Because price changes may
affect Products that you have listed on your site, your site may only show prices when we
serve the link in which those prices are displayed. We will use commercially reasonable
efforts to present accurate information, but we cannot guarantee the availability or price of
any particular product.

8. Identifying Yourself as an Associate

You may not issue any press release with respect to this Agreement or your
participation in the Program; such action may result in your termination
from the Program. You may not in any manner misrepresent or embellish the
relationship between us and you, or express or imply any relationship or affiliation between
us and you or any other person or entity except as expressly permitted by this Agreement
(including by expressing or implying that we support, sponsor, endorse, or contribute money
to any charity or other cause).

9. Limited License

We grant you a nonexclusive, revocable right to use the graphic image and text described in
Section 8 and such other text or images for which we grant express permission, solely for the
purpose of identifying your site as a Program participant and to assist in generating Product
sales. You may not use such image or text in an offline promotion or other offline manner
(e.g., in any printed material, mailing or other document). You may not modify the graphic
image or text, or any other of our images, in any way. We reserve all of our rights in the
graphic image and text, any other images, our trade names and trademarks, and all other
intellectual property rights. You agree to follow our Trademark Guidelines, as those

47
 guidelines may change from time to time. We may revoke your license at any time by giving
you written notice.

10. Responsibility for Your Site

You will be solely responsible for the development, operation, and maintenance of your site
and for all materials that appear on your site. For example, you will be solely responsible for:

 the technical operation of your site and all related equipment

 ensuring the display of Special Links on your site does not violate any agreement
between you and any third party (including without limitation any restrictions or
requirements placed on you by a third party that hosts your site)

 creating and posting Product descriptions on your site and linking those descriptions to
the Flipkart Site catalog

 the accuracy and appropriateness of materials posted on your site (including, among
other things, all Product-related materials and any information you include within or
associate with Special Links)

 ensuring that materials posted on your site do not violate or infringe upon the rights of
any third party (including, for example, copyrights, trademarks, privacy, or other
personal or proprietary rights)

 ensuring that materials posted on your site are not libelous or otherwise illegal

11.Compliance with Laws

As a condition to your participation in the Program, you agree that while you are a Program
participant you will comply with all laws, ordinances, rules, regulations, orders, licenses,
permits, judgments, decisions or other requirements of any governmental authority that has

48
 jurisdiction over you, whether those laws, etc. are now in effect or later come into effect
during the time you are a Program participant.

12. Term of the Agreement

The term of this Agreement will begin upon our acceptance of your Program application and
will end when terminated by either party. Either you or we may terminate this Agreement at
any time, with or without cause, by giving the other party written notice of termination. Upon
the termination of this Agreement for any reason, you will immediately cease use of, and
remove from your site, all links to the Flipkart Site, and all of our trademarks, trade dress,
and logos, and all other materials provided by or on behalf of us to you pursuant hereto or in
connection with the Program. You are eligible to earn referral fees only on sales of
Qualifying Products that occur during the term, and referral fees earned through the date of
termination will remain payable only if the related orders are not canceled or returned. We
may withhold your final payment for a reasonable time to ensure that the correct amount is
paid.

13. Modification

We may modify any of the terms and conditions contained in this Agreement, at any time
and in our sole discretion, by posting a change notice or a new agreement on the Flipkart
Site. Modifications may include, for example, changes in the scope of available referral fees,
referral fee schedules, payment procedures, and Program rules. If any modification is
unacceptable to you, your only recourse is to terminate this agreement. Your continued
participation in the program following our posting of a change notice or new agreement on
the flipkart site will constitute binding acceptance of the change.

14. Relationship of Parties

You and we are independent contractors, and nothing in this Agreement will create any
partnership, joint venture, agency, franchise, sales representative, or employment relationship
between the parties. You will have no authority to make or accept any offers or

49
 representations on our behalf. You will not make any statement, whether on your site or
otherwise, that reasonably would contradict anything in this Section.

15. Limitation of Liability

We will not be liable for indirect, special, or consequential damages (or any loss of revenue,
profits, or data) arising in connection with this Agreement or the Program, even if we have
been advised of the possibility of such damages. Further, our aggregate liability arising with
respect to this Agreement and the Program will not exceed the total referral fees paid or
payable to you under this Agreement.

16. Disclaimers

We make no express or implied warranties or representations with respect to the Program or

any products sold through the Program (including, without limitation, warranties of fitness,
merchantability, non-infringement, or any implied warranties arising out of a course of
performance, dealing, or trade usage). In addition, we make no representation that the
operation of the Flipkart Site will be uninterrupted or error-free, and we will not be liable for
the consequences of any interruptions or errors.

17. Independent Investigation

You acknowledge that you have read this agreement and agree to all its terms and conditions.
You understand that we may at any time (directly or indirectly) solicit customer referrals on
terms that may differ from those contained in this agreement or operate web sites that are
similar to or compete with your web site. You have independently evaluated the desirability
of participating in the program and are not relying on any representation, guarantee, or
statement other than as set forth in this agreement.

18. Disputes

Any dispute relating in any way to the Program or this Agreement in which the aggregate
total claim for relief sought on behalf of one or more parties exceeds Rs 1, 00,000 will be

50
adjudicated in any state or federal court in Bangalore, Karnataka, and you hereby consent to
exclusive jurisdiction and venue in those courts. You further acknowledge and agree that our
rights in the Content are of a special, unique, extraordinary character, giving them peculiar
value, the loss of which cannot be readily estimated and may not be adequately compensated
for in monetary damages.

51
Issues in online purchase
During my research study I found that the customer facing the numerous problem in online
shopping in India. Some problems are listing here:

 Quality and right product: It is one of the main problem in shopping online.
after getting the delivery of the product the customer may come to know that customer has
purchased the wrong product. the size which the customer is not as per customer
requirement or might have chosen the wrong size. if customer replace the product will
have to pay the extra shipping charges.

 Return policy: This is the another factor which is important while shopping online.
Sometimes the customers don’t look 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 charges: while doing online shopping check the final price, as the shipping
charges may not be added in the product and display price may differ.

 Security: There are some “scam online stores” also, on those websites online shopping
may not be safe, they may offer the products at low cost but might collect card payment
details and personal details.

 Delivery problem: Some websites inform the delivery time immediately after the
purchase of the product, but not all. Sometimes the company do not delivered the product
at the time.Last but not least, I would like to mention that E-commerce playing a key role
in human life in current scenario because the people don’t have the time to go and shop
the product in physical stores, so they preferred purchase the product through online
stores. That’s why I chosen this study, and focuses on factors which online buyers keep in
mind while shopping online.

LITERATURE REVIEW
52
LITERATURE REVIEW

According to Sharma and Mittal (2009) in their study "Prospects of e-commerce in

India",mentions that India is showing tremendous growth in the Ecommerce. Undoubtedly, with
the population of millions of people, online shopping shows unlimited potential in India... Today
E-commerce is a common word in Indian society and it has become an integral part of our daily
life. There are websites providing a number of goods and services. Then there are those, which
provide a specific product along with its allied services. Multi-product ecommerce- These Indian
E-commerce portals provide goods and services in a variety of categories. To name a few:
Apparel and accessories for men and women, Health and beauty products, Books and magazines,
Computers and peripherals, Vehicles, Software, Consumer electronics, Household appliances,
Jewelry, Audio/video, entertainment, goods, Gift articles,
Real estate and services.Ramírez Nicolas (2010) state that "The Internet has changed many facets
of our daily lives: the way we relate and communicate with one another, how we interact with a
bank, read newspapers or watch television. Even the way we buy and sell. These changes have
occurred due to the constant flow of companies offering new business models and innovative
formulae. Discount coupons have always been a powerful marketing tool. Whether inserted in
printed media or posted through letter boxes, they attracted new customers and were also offered
at the time of purchase to promote consumer loyalty by encouraging repeat purchases at ISSN
2348 – 8891 AltiusShodh Journal of Management & Commerce outlets. In order to play the
"high number game", there were many businesses which offered special discounts to a group of
customers together. This led Andrew Mason in 2008 to launch "The Point", an online community
to obtain best group deals. In the November of same year, famous "Groupon" was incorporated.
Currently, Groupon is present in over 45 countries around the world since March 2010, and has
received multi-million dollar bids from industry giants like

Yahoo! and Google .All these advantages have triggered a rush among consumers to buy
discount coupons and the rate of user growth is rising incessantly. Donald Rogan (2007) explains
the relationship between consumer behavior and marketing strategy. He states that strategy is
about increasing the probability and frequency of buyer behavior. Requirements for succeeding

53
in doing this are to know the customer and understand the consumer's needs and wants. The
expectation-confirmation model (Oliver 1980), on the other hand, focuses on the post-purchase
behavior. It is a widely used model in the consumer behavior literature, particularly in explaining
consumer satisfaction and repeat purchase. Satisfaction is the central notion of this model and it
is formed by the gap between expectation and perceived performance (Oliver 1980). The
expectation-confirmation theory suggests that if the perceived performance meets one's
expectation, confirmation is formed and consumers are satisfied. Bhattacherjee (2001) stated that
satisfied users are more likely to continue the IS use. Thus, we point that adoption and
continuance are connected to each other through several mediating and moderating factors such
as trust and satisfaction.
Venkatesh (2000) reported that perceived convenience offered by Internet Vendors has a positive
impact on consumers' attitude towards online shopping, as they perceive Internet as a medium
that enhances the outcome of their shopping experience in an easy way. Online shopping holds a
great potential for youth marketers. According to Vrechopoulos et al. (2001) youth are the main
buyers who used to buy products through online. Dholakia and Uusitalo (2002) study examined
the relationship between age and Internet shopping; found that younger consumers reported more
linen to the online shopping. They also found that younger consumers searched for more
products online and they were more likely to agree that online shopping was more convenient.

Benedict et al (2001) in his study on perceptions towards online shopping reveals that
perceptions toward online shopping and intention to shop online are not only affected byease of
use, usefulness, and enjoyment, but also by external factors like consumer traits, situational
factors, product characteristics, previous online shopping experiences, and trust in online
shopping.

Customer online purchase intention

According to the theory of reasoned action, consumer behavior could be predicted from its
corresponding intentions (Ajzen and Fishbein, 1980). Intentional measures are more effective
than behavioral measures in drawing new customers as customers tend to skip real preferences
because of their constraints (Day, 1969). Customer online purchase intention is defined as the
construct that gives the strength of a customer's intention to purchase online (Salisbury et al.,
2001). Pavlou (2003) observed online purchase intention to be a more appropriate measure of

54
intention to use a web site when assessing online consumer behavior. Since online transaction
involves information sharing and purchase action, purchase intention will depend on many
factors (Pavlou, 2003). In order to trigger online purchase intention among consumers, web
retailers often need to focus on these factors to enhance the chance of purchase by customers.

While developing a reference model for summarizing the antecedents of customer purchase
intention from 45 research studies on online shopping, Chang et al. (2005) categorized the
antecedents into three categories namely, perceived characteristics of the web as a sales channel,
web site and product characteristics and consumer characteristics, thus identifying more than 80
variables as antecedents. Knowing that it is not possible to explore them all, the study confines
itself in studying the effect of shopping orientations, prior online purchase experience, online
trust and demographics on online purchase intention as these have not been studied together in
the Indian context.

Online trust and customer online purchase intention

Online trust is a necessity when it comes to online shopping (McCole and Palmer, 2001). Due to
the risky nature of online shopping, trust and risk play significant roles in effecting online
transactions (Pavlou, 2003). Trust contributes positively towards the success of online
transactions (Jarvenpaa and Tractinsky, 1999). Online trust needs to be there when personal
financial information and personal data is shared while making a purchase online (Egger, 2006).
Online trust is based on the perception of the risks or benefits of the online transaction (Teo and
Liu, 2007). In the Indian context, the influence of the online trust as of mediating effect has been
studied on customer online purchase intention (Ganguly et al., 2009). Numerous studies have
concluded that the higher consumer online trust will result in higher customer online purchase
intention (Verhagen etal., 2006; McKnight et al., 2002; Lim et al., 2006;Ling et al., 2010).

Prior online purchase experience and customer online purchase

intention
Future behavior is determined by prior experiences. Online purchases are still considered to be
risky compared to offline retail purchases (Laroche et al., 2005). In an online shopping

55
environment, prior online purchase experience leads to the reduction of uncertainties and
eventually leads to an increase in the customer purchase intention (Shim and Drake, 1990).
Online shoppers who have bought products online are more open and inclined to shop online
than others (Lee and Tan, 2003). Shim et al. (2001a, b)found that past satisfactory online
purchase will lead to future online purchase while past negative experience will decrease online
purchase intention.

Shopping orientations and customer online purchase orientation

Shopping orientations are defined as a general disposition toward the acts of shopping (Brown et
al., 2001). Swaminathan et al.(1999) asserted that shopping orientation is one of the prime
indicators of making online purchases. The concept of shopping orientation refers to a specific
segment of lifestyle that is operationalized by various activities, interests and opinion statements
relevant to shopping (Li et al., 1999). Being regarded as a multi‐dimensional construct, shopping
orientation comprises of many constructs referring to different attitudes and
opinions. Vijayasarathy and Jones (2000) segmented the shoppers into seven distinct varieties
namely: in‐home shoppers, economic shoppers, mall shoppers, personalized shoppers, ethical
shoppers and convenience shoppers. They found in‐home shoppers more inclined to online
purchase and having higher purchase intention than the rest of the classes. Seven shopping
orientation types identified by Gehrt et al. (2007) are recreation, novelty, impulse purchase,
quality, brand, price and convenience. Of all the seven shopping orientations, impulse purchase
orientation, quality orientation and brand orientation were perceived as more important from the
web retailer perspective and often investigated together (Ling et al., 2010). These three
orientations were chosen for this study.

A. Impulse purchase orientation

Impulse purchase behavior 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 behavior 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.

56
B. Brand orientation
In internet transactions, customers use trusted corporate and brand names in place of product
information while purchasing online (Ward and Lee, 2000). Jayawardhena et al. (2007) have
established from their study that there is a significant effect of brand orientation on customer
online purchase intention.

C.Quality orientation
Bellenger and Korgaonkar (1980) found that one of the things that recreational shoppers tend to
take into consideration is quality when choosing stores for shopping. In an online shopping
context, Gehrt et al. (2007) found that customers who shop for recreation online are significantly
associated with quality.

D. Demographic factors
Though demographic variables are not extensively studied, males were found to shop online
more than females (Li et al., 1999). Access to credit card and computer experience has a
significant effect on purchase intention (Slyke, 2002).

Sin and Tse (2002) have studied various demographic variables like education level, gender, age
and level of internet usage on online purchase intention. They found that the profile of online
shoppers tends to be male, well educated, between 21 and 30 and have a high internet

OBJECTIVE AND SCOPE

This project research helps to find out what are the main factors affect the online consumer when
considering and making a purchase over Internet.

The objectives of the study are:

57
  To study the online shopping behavior of customers.
 To study the factors influencing online shoppers and consumers.
 To study the customers level of satisfaction with regard to online shopping.
 To examine whether customers prefer online shopping to physical stores.

SCOPE OF THE STUDY

At any given time there are millions of people online and each of them is a potential customer for
a company providing online sales. Due to the rapid development of the technologies surrounding
the Internet, a company that is interested in selling products from its website will constantly has
to search for an edge in the fierce competition. Since there are so many potential consumers, it is
of the out most importance to be able to understand what the consumer wants and needs. The

58
importance of analyzing and identifying factors that influence the consumer when he or she
decides to purchase on the Internet is vital. Since the Internet is a new medium for there have
been new demands set by the consumer. That is why it is crucial for the online retailers to know
what influences the online consumer. Since online retailing is a new retailing medium and online
consumer behavior is diverse from traditional consumer behavior, one must identify what
influences the online consumer. Analyzing the process that the online consumer goes through
when deciding and making a purchase over the Internet, shows some factors that consumers
consider these factors need to be identified and taken into account by online retailers in order to
satisfy consumer demands and compete in the online market. Thus this study will be beneficial to
the online marketer in making the strategy to fulfill the need of customer through knowing the
attitude and satisfaction level.

59
 RESEARCH
METHODOLOGY

The purpose of the methodology is to design the research procedure. This includes the overall
design, the sampling procedure, the data collection method and analysis procedure.

Marking research is the systematic gathering recoding and analyzing of data about problem
retaining to the marketing of goods and services.

The essential purpose of marketing research is to provide information, which will facilitate
the identification of an opportunity of problem situation and to assist manager in arriving at
the best possible decisions when such situations are encountered.

Basically there are two types of researches, which according to their applicability, strength,
weaknesses, and requirements used before selecting proper type of research, their suitability
must be seen with respect to a specific problem two general types of researches are
exploratory and conclusive.

1. Exploratory Research Design:

It is also known as qualitative research, it seeks to discover new relationships it aims a
defining the main problem & inducing the identification of the relevant variables and the
possible alternative solutions it can further be divided in to three parts.

2. Conclusive Research: ---

60
 It is also known as quantitative research; it is designed to help executives of action that is to
make decision.

When a marketing executive makes a decision are course of action is being selected from
among a number of available. The alternatives may be as few as two or virtually infinite.
They may be well defined or only vaguely glimpsed.

The type of research here is “Descriptive Research Design”. This kind of design is used
for more precise investigation or of developing the working hypotheses from an operational
point of view. It has inbuilt flexibility, which is needed because the research problem, broadly
defined initially, is transformed into one with more precise meaning in exploratory studies,
which in fact may necessitate changes in research procedure for gathering relevant data.

STUDY:-

A Study on online Shopping Behavior of consumers.

SAMPLING UNITS:-

The sampling units are taken from Greater Noida area.

SAMPLE SIZE:-

The sample size taken was 100.

SAMPLING METHOD:-

The sampling method used for the project was “Random Sampling”. This type of sampling is
also known as probability sampling where each and every item in the population has an equal
chance of inclusion in the sample and each one of the possible samples.This procedure give each
item an equal probability of being selected.

SHOPPING SITES FOR STUDY:-

 Amozon.com
 Snapdeal.com

61
  Paytm
 Flipkart
 Ebay.in
 Jabong
 Myntra
 Shopclues
 Pepperfry
 Homeshop18
 Groupon
 Zovi
 Infibeam
 Firstcry
 Indiatimesshopping
 Tradus.in
 Fbb
 Koovs
 Bestylish
 Zoom.in

Data Analysis

Data analysis was done mainly from the data collected through the customers. The data

Collected from secondary sources is also used to analyse on one particular parameter.

Qualitative analysis was done on the data collected from the primary as well as secondary

62
Sources.

STATISTICAL TOOL USED:

The main statistical tools used for the collection and analyses of data in this project are:

 Pie Charts
 Tables
 MS excel

COLLECTION OF DATA

SOURCE OF INFORMATION:-

Basically the source of the information for this project was taken from those who were
residing in Greater Noida only.

METHODS USED FOR DATA COLLECTION:

 PRIMARY SOURCES:-

Primary research entails the use of immediate data in determining the survival of the
market. The popular ways to collect primary data consist of surveys, interviews and focus
groups, which shows that direct relationship between potential customers and the
companies.

• Questionnaires

 SECONDARY SOURCES:-

Secondary research is a means to reprocess and reuse collected information as an

indication for betterments of the service or product.

63
 • Newspapers

• Magazines

• Internet sites

Both primary and secondary data are useful for businesses but both
may differ from each other in various aspects.

DATA ANALYSIS AND

INTERPRETATION
Q1. What is your gender?

64
Male 62
Female 38

CHART

gender

38%

male
female

62%

In this pie chart we can easily seen that 62%are male respondent and remaining
38% are female respondent.

Q2) What is your current age ?

Under 18 15
18-24 35
25-34 30
35 above 20

65
 Age
under 18 18-24 25-34 35 above
15%
20%

30% 35%

A figure shows that the age group of the respondent and the result is 35%are comes
under or belong to the 18to 24 and 30% of the people are belong to the 25to 34 age
group and 20%are belong to the 35 above age group and 15%are belong to below
18age group.

Q3) what is your highest educational qualification ?

High school 14
Associate degree 16
Bachelor degree 25
Master degree 35
Above master 10

66
 qulification
9%
11%

17% high school

associate degree
bachelor degree
master degree
37%
above master

27%

In this figure we can easily seen that most of the people are master and bachelor
degree holder . 37% of the people are master degree and 26% are bachelor degree
and 17 %are holding a associate degree and rest 11% are above master and 9%
arein high school.

Q4). what is your current occupation?

student 25
salaried 20
entrepreneur 18
consultant 12
others 25

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 occupation
student salaried entrepreneur consultant others

25% 25%

12%
20%

18%

When we see the result of the occupation of the respondent are 25% people are
student and 20%are comes under the salaried and 18% of the people are
entrepreneur and 12%are consultant and rest 25% are comes under the other
occupation.

Q5). What is the monthly income of the respondents?

PARTICULAR NUMBER
10,000-20,000 11
20,000-30,000 45
30,000-40,000 29

68
 40,000 ABOVE 15
TOTAL 100

MONTHLY INCOME
10000-20000 20000-30000 30000-40000 40000 ABOVE

11%
15%

29%
45%

This above graph shows the percentage that the monthly income of the different respondents, and
it show that respondents between 20,000-30,000 have bought more online products because most

of them are graduates and they use electronic products like music cds, mobiles, laptops , trendy
clothes, etc .

Q6) 0n average how often have you visit online

shopping website in last six month ?
Everyday 19
Two times a week 20
Weekly 21
Once every two week 25
Once a month 15

69
 visit online
15%
19%

everyday
2 times a week
week
once every two week
once a month
25%
20%

21%

In this figure it is clearly shown that 19%of the people are visit everyday and
the 20%of the are people are visit twice in a week and 21 % are once in week
and 25% once every two week and rest 15 % are visit once in a month .

Q7) how much time do you spend on internet everyday ?

Below 1 hours 15

1hours 29

2to 3 hours 35

3 to 6 hours 21

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 time spend
below 1 hours 1 hours 2 to 3 hours 3to 6 hours

15%
21%

29%
35%

This graph shows that the time spend on the internet and the result are 29%of the
people are using 1hours a day and 15% of the people using below 1 hours and
majority of the pople 35 % are using 2 to 3 hours and rest of the people 215 are
using 3to 6 hours

Q8) . Which of the following site have you ever visited

for shopping online?
Flipkart 23
Snapdeal 17
Amazon 25
Paytm 27
Others 8

71
 ONLINE E-STORES
8%

23%
flipkart
snapdeal
27%
amazon
paytm
others

17%

25%

This graph shows that 23%% people visit flipkart for online shopping, 25% go at amazon.com
for electronic products, 17 % people go to snapdeal for affordable deals, 27% people visit
paytm& remaining 8% go to other sites.

Q9) why are you choosing shop online ?

PARTICULARS NUMBER
Very convinienceand time sharing 42
Low price 22
Product variety 28
others 8

72
 factors
8%

convenience and time

42% low price
28%
product variety
others

22%

People responses towards this question are 42% are shop for convenience and time
saving and 22% are for low price and 28 % are go for online for wide range of
product variety and rest are for the other purpose.

Q10. The service quality of seller is important ?

Strongly agree 37
Agree 24
Neutral 13
Disagree 17
Strongly disagree 9

73
 service quality
9%

17% strongly agree

37%
agree
neutral
disagree
strongly disagree

13%

24%

When I am ask this question from the respondent so the responses of the customer
are 37%are strongly agree with service quality of seller and 24%are agree and 13%
of the people are neutral and 17 % people are disagree and 95 strongly disagree.

Q11) so far I am generally satisfied with the service

quality among these online shops ?
Strongly agree 30
Agree 22
Neutral 16
Disagree 19
Strongly disagree 13

74
 Column1
13%

30%

strongly agree
19% agree
neutral
disagree
strongly disagree

16% 22%

In this figure we see that 30%of the people are strongly agree with this statement
and 22% are agree and the 16% of the people are neutral and and 195are disagree
with this statement and 13 % are strongly disagree

Q12) The speed of delivery is important to you?

strongly agree 37
agree 29
Neutral 10
Disagree 15
Strongly disagree 9

75
 factor
9%

15%
strongly agree
37% agree
neutral
disagree
strongly disagree
10%

29%

People said that speed are important for online shopping and the result of
the respondent are 37% of people are strongly agree and 29%are agree and
the 10% of the people are neutral and 15% of the people are those who are
disagree and rest of the 95 people are strongly disagree.

13) The price is important when you shopping online ?

strongly agree 39
agree 23
Neutral 9
Disagree 19
Strongly disagree 10

76
 factor
10%

strongly agree
19% 39% agree
neutral
disagree
strongly agree

9%

23%

In this figure we see that 39% strongly agreeof the people are influence from the
price factor and 23%of the people are agree and 9%are neutral and 19%are
disagree and rest of the people are 10%are strongly disagree.

.Q14) the difference between your expectation and real

product would influence Your satisfaction ?

strongly agree 24
agree 33
Neutral 13
Disagree 17

77
Strongly disagree 13

factor
13%
24%
strongly agree
agree
neutral
17% disagree
strongly agree

13% 33%

In this figure we se that 24% of the people strongly agree and says that this
factors are influence their decision and 33% of people are agree and 13% are
neutral on this factor and 17% are disagree and rest13% are strongly
disagree.

Q15) you will not repurchase the product again in this

shop if there is a great Difference betweenyour
expectation and real.
strongly agree 21
agree 28
Neutral 17
Disagree 23
Strongly disagree 11

78
 factor
11%

21%
strongly agree
agree
23% neutral
disagree
strongly agree

28%
17%

It is general phenomenon of a customer that they cannot purchase when

there is difference between expectation and real so the result is 21%of
respondent are strongly agree and 28%are agree and 17%of people are
neutral and 23%are disagree and rest 11% are strongly disagree.

Q16) how much amount you spend generally in a

single online Transaction/purchase?
Less than 1000 31
1000-5000 26
5000 – 10000 29
More than 10000 14

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 spending power
14%

31%
less than 1000
1000-5000
5000-10000
more than10000

29%

26%

In this figure we caneasily find that 31 % of the people or a customer are spend
lessthan 1000 and the 26%of the people are spend 1000to5000 and 29% of the
customer are belong to the third group and rest are from more than 10000

Q17) Will you buy the product again from a shop if

you are satisfied with it?

strongly agree 34
agree 23
Neutral 13
Disagree 19
Strongly disagree 11

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 factor
11%

34% strongly agree

agree
19% neutral
disagree
strongly agree

13%
23%

I n this pie chart the people are buy the product when they are satisfied so the 34%
of the people are strongly agree with this and 23 % of the people are agree and
13% are neutral and 19% of people disagree with this statement and rest 11% are
strongly disagree.

Q18 ) Select the payment mode normally adopted by

you in internet shopping?

Credit card 17
Net banking 22
Debit card 16
Cash on delivery 34
others 11

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 payment method
11% 17%

credit card
net banking
debit card
cash on delivery
others
34% 22%

16%

In the payment mechanism people have different type of payment method .in
which 34%of the people prefer cash on delivery and 22% of paid through net
banking and 17%payment made by credit card and 16%payment paid by debit card
and rest 11% by others

Q19) will you recommend others to use online

shopping?
Yes 73
No 27

82
 27%

yes
no

73%

In the above chart we seen that 73 %of the people who are using online shopping
will recommend to others and only 27% of people not recommended to others.

FINDINGS

 Now the current scenario there has been increasing number of buyers and sellers towards
online shopping day by day. because the people preferring to purchase the product
through online shopping due to saving of time another aspect is product is delivering at
home with nominal delivery charge that’s why people prefer online shopping instead of
physical store.
 Online stores are usually available 24 hours in a day, and many consumers have Internet
access both at work and at home even at villages. They may shop the products through
online shopping at any time with any devices may be mobile phones, tablets, PC’s,
Laptop etc.

83
  Another aspect is product is available at reasonable price as compare to physical store
price in market and people’s mentality is “if product is available at Reasonable price so
why should purchase from physical store”.
 Most of the people in professional segments are prefer tobuy the products due to having
lack of time and avoided to visits at physical stores.
 Most of the people motivate to buying the product because of their facilities and no need
to travel to shop or physical store and the product is deliver at home with paying nominal
charges.
 34% of the people are buy product when they are satisfied because satisfaction from the
shopping,sites affect the buying decision .
 37% of the people are strongly supported that service quality of the seller are important
when go for online shopping decision.
 Another finding is that 33% of the people are agree that satisfaction level are influence by
the difference between the expectation and actual product they received.

CONCLUSION

Increased Internet penetration, a hassle free shopping environment providing to the online
shoppers with one click and the product is delivered at home so, that’s why more Indians prefer
shopping online. But at the same time the companies need to reduce the risks related to consumer
incompetence by tactics such as making purchase websites easier to navigate, and introducing
Internet kiosk, computers and other aids in stores. The goal is not to convert all shoppers to
online purchasing, but to show them it’s an option. In addition to above, efforts need to be taken
to educate the online buyers on the steps that need to be undertaken while making an online
purchase. Moreover, the feedback of an online buyer should be captured to identify flaws in
service delivery. This can be done through online communities and blogs that serve as

84
advertising and marketing tools and a source of feedback for enterprises. I found that it is a
challenge for E-marketers to convert low frequency online buyers into regular buyers through
successful website design and by addressing concerns about reliable performance. Thus, the
online retailing raises more issues than the benefits it currently offers. The quality of products
offered online and procedures for service delivery are yet to be standardized. Till the same is
done, the buyer is at a higher risk of frauds.

LIMITATIONS
There are some problems which I faced during my research study and listed few problems are:

1. The first problem which I faced is unable to getting the co-operation of the customers.
Many of the respondents did not agree to the need and utility of the project and hence not
agreed to provide the information.

2. The behavior of the customer is unpredictable which may result in the lacking of
accuracy in the data.

3. As the sample size of the survey was so small and comprise of only 100 customers, the
results may have some prone to errors.

4. Study accuracy is based upon the respondent’s response.

Recommendations
85
SUGGESTION &RECOMMENDATIONS
After researching this topic, I would recommend some suggestions and listed are as follows as:

 First of all I recommend that the online sellers have to make transparent payment
transactions because sometimes the online shoppers unaware about hidden cost. So, there
must be transparency regarding price between online sellers and shoppers.
 Online sellers also helps to make people more aware about the low risk towards
shopping of the net because online shoppers facing the fraudulent.
 one more thing is that there should be transaction of money is very slow they have to
make it fast so that customer don’t have to face much problem to pay for the product, if
customer is going to face some problem he is not going to visit our site and buy product
 online sellers have to give more offers to their customers so that they may visit again and
again to their site.
 There are some implications should be followed by the online sellers are as follows as:
 Discount prices
 Cash back offers
 Fast transactions
 Focus on customer satisfaction

BIBLIOGRAPHY
 Kotler Philip, (2003) marketing management, eleventh edition, Pearson education, Delhi.

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 Kothari c.r, research methodology, vishwaprakashan.
 http://www.emeraldinsight.com/doi/full/10.1108/17554191311303367
 http://shodhganga.inflibnet.ac.in/handle/10603/2695
 http://www.amazon.in/b/ref=gw_m_b_corporate/275-9063862-9125330?
_encoding=UTF8&node=1592138031
 http://www.flipkart.com/about-us
 http://www.snapdeal.com/info/aboutus
 http://www.ebay.in/?aff_source=Google_cpc
 https://www.google.co.in/
#q=project+report+on+consumer+perception+towards+online+shopping+in+india
 www.abhinavjournal.com
 Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Saywer, A. and Wood, S.,
“Interactive Home Shopping: Consumer, Retailer, and Manufacturers Incentives to
Participate in Electronic Marketplaces”, Journal of Marketing, Vol. 61, No. 3: 38-53,
1997.
 Butler, P. and Peppard, J., “Consumer purchasing on the Internet: Process and Prospects”,
European Management Journal, Vol. 16, No. 5: 600-610, 1998.
 Http://www.studymode.com/essays/attitude-of-indian-consumers-towards-online
647049.html
 Http://www.ijsrp.org/research-paper-0613.php?Rp=P181300

QUESTIONNAIRE

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NAME -

Q1) what is your gender?

a) Male b) female

Q2) what is your age?

a) Under 18
b) b) 18-24
c) c) 25 -34
d) d) 35 above

Q3) what is your highest educational qualification?

a) High school b) associate degree
c) Bachelor degree d) master degree e) above master

Q4) what is your current occupation?

a) Student b) salaried c) entrepreneur d) consultants e) others

Q5) what isyour monthly income ?

a) 10000-25000 b) 25000-50000 c) more than 50000

Q6) on average how often have you visit online shopping website in the last
six month ?
a) Everyday b) 2times a week
c) weekly d) once every two week e) once a month

Q7) how much time do you spend on internet everyday ?

a) Below 1 hours b) 1 hours
c) 2 to 3 hours d) 3 to 6 hours

Q8) which site you like the most ?

a) Flipkart b) snapdeal (C) amazon

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 (d) jabong (e) paytm

Q9) why are you choosing shop online ?

(a) Very convenience and time sharing (b)Low price \

( c) product variety d) others

Q10) The service quality of seller is important ?

( a) Strongly agree (b) agree (c) neutral
(d) disagree (e) strongly disagree

Q11) so far I am generally satisfied with the service quality among these
online shops?
(a)Strongly agree (b) agree (c) neutral
(d) disagree (e) strongly disagree

Q12) The speed of delivery is important to you ?

(a)Strongly agree (b) agree (c) neutral
(d) disagree(e) strongly disagree

Q13) The price is important when you shopping online ?

(a)Strongly agree (b) agree (c) neutral
(d) disagree (e) strongly disagree

Q14) The difference between your expectation and the real product would
influence your satisfaction?
a)Strongly agree (b) agree (c) neutral
(d) disagree(e) strongly disagree

Q15) you will not repurchase the products again in this shop if there is a great
difference between your expectation and the real ?

a)Strongly agree (b) agree (c) neutral

(d) disagree (e) strongly disagree

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Q16) you will buy the product again from a same shop if you are satisfied
with it ?
a)Strongly agree (b) agree (c) neutral
(d) disagree (e) strongly disagree

Q17) How much amount you spend generally in a single online transaction /
purchase ?
(a) Less than 1000
(b) 1000-5000
(c) 5000- 10000
(d) more than 10000

Q18) select the payment mode normally adopted by you in internet

shopping ?
a) Credit card
(b) net banking

(c) debit card

(d) cash on delivery

(e) other

Q19 ) will you recommend other to use online shopping ?

(a) Yes
(b) No

THANK YOU

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