ABSTRACT

The Internet has picked up the status of as an enthusiastic financially savvy stage, over a rich wellspring
of correspondence. It has increased the complexities of the clear demonstration of exchange. "Google"
has become the conventional name for "looking through data". Furthermore, for online exchange
exercises the stages associated with web-based purchasing can be isolated into disposition arrangement,
goal, appropriation and continuation with web-based purchasing. The most significant variables that web-
based purchasing conduct in disposition, inspiration; trust, hazard, socioeconomics, site and so on are
broadly inquired about and detailed. "Web selection" is broadly utilized as an established structure to
consider "appropriation of web-based purchasing". Post reception or continuation with web-based
purchasing is the region which despite everything needs prove look into work. Momentum condition of
this rising field offers the possibility to recognize territories that need consideration for future scientists.
Furthermore, the away from the web-based purchasing conduct can give the chances to structuring new
capacities and techniques that would extinguish online purchasers pushed on esteem. The goal of the
exploration is to identify and explore nearly all frequently purchasing products online also influencing
factors on the online buying behavior of the school students. Functionality, privacy, trust, firm reputation
and superficial value are the leading influencing factors on consumer buying online behavior.
 TABLE OF CONTENTS

CHAPTER NO. TITLE PAGE NO.

ABSTRACT I
LIST OF TABLES Ii
LIST OF CHARTS Iii
INTRODUCTION 1
1 1.1 Introduction About the Study 1
1.2 Industry Profile 2

1.3 Need for study 3

1.4 Scope and Significance of study 3
1.5 Objective OF Study 4
1.6 Limitations of The Study 4
2 REVIEW OF LITERATURE 5
2.1 Review of Literature 5
3 RESEARCH METHODOLOGY 11
3.1 Research Design 11
3.2 Sources of data 11
3.3 Structure of Questionnaire 11
3.4 Sampling Technique 11
3.5 Period of Study 11

3.6 Analytical Tools 11

4 DATA ANALYSIS AND INTERPRETATION 12
4.1 Tables and Chart 12
5 5.1 Findings 31
5.2 Suggestions and Recommendations the 32
5.3 Conclusions 32
REFERENCES 33
APPENDIX – 1 (Questionnaire) 35
LIST OF TABLES
TABLE PARTICULARS PAGE NO.
NO.

4.1.1 Gender of the respondents 12

4.1.2 Marital status of the respondents 13
4.1.3 Age of the respondents 14
4.1.4 If yes, how often do you make online purchase 16
4.1.5 Average amount that you spend per purchase 17
4.1.6 Prefer making online purchase 18
4.1.7 Payment mostly when shopping online 19
4.1.8 Medium do you prefer for online shopping 20
4.1.9 Websites do you prefer for online shopping 21
4.1.10 Rate your experience of online purchase 22
4.1.11 The real product would influence your satisfaction 23
4.1.12 Rate your overall online shopping experience 24
4.1.13 Product again from a same shop if you are satisfied with it 25
4.1.14 If an online shop deals with your complaints very well 26
4.1.15 You will tell your friends or return 27
4.1.16 What is are the reason ‘s for e- shopping 28
4.1.17 Features you think are necessary for an online shopping website to 29
have

4.1.18 If yes, what kind of problem(s) 30

LIST OF CHARTS

TABLE PARTICULARS PAGE NO.

NO.

4.1.1 Gender of the respondents 12

4.1.2 Marital status of the respondents 13
4.1.3 Age of the respondents 14
4.1.4 If yes, how often do you make online purchase 16
4.1.5 Average amount that you spend per purchase 17
4.1.6 Prefer making online purchase 18
4.1.7 Payment mostly when shopping online 19
4.1.8 Medium do you prefer for online shopping 20
4.1.9 Websites do you prefer for online shopping 21
4.1.10 Rate your experience of online purchase 22
4.1.11 The real product would influence your satisfaction 23
4.1.12 Rate your overall online shopping experience 24
4.1.13 Product again from a same shop if you are satisfied with it 25
4.1.14 If an online shop deals with your complaints very well 26
4.1.15 You will tell your friends or return 27
4.1.16 What is are the reason ‘s for e- shopping 28
4.1.17 Features you think are necessary for an online shopping website to 29
have

4.1.18 If yes, what kind of problem(s) 30

 Chapter 1
1.1 Introduction

India will have the world second –largest Internet user base by this December, overtaking the US.
This is among the many interesting findings in the Internet in India 2021 report released by the
Internet and Mobile Association of India (IAMAI) and IMRB International. According to report,
India will have 402 million Internet users by December 2024 and its user base has increased by
49 per cent compared to last year. In October, 317 million Indian users accessed Internet. China
has the largest Internet user base, with over 600 million users. It is not surprising anymore that
mobile is responsible for a big chunk of this growth. In Urban India, the mobile in October 2023.
In Rural India, the mobile Internet user base is expected to reach 87 million by December 2023
and 109 million by June 2024.
Online communication, social networking, and entertainment are the reasons for accessing the
Internet. Only 24 per cent of urban and 5 per cent of rural users accessed the Internet for online
shopping. The demographic data in the report also point to some interesting trends. In rural India,
75 per cent of the users fall in the 18-30 years age bracket, while 11 per cent are younger India
ecommerce market was worth about $3.8 billion in 2009, it went up to $12.6 billion in 2023 the
18 and 8 per cent are in the 31-45 years group. In Urban India, 32 per cent of monthly active
users are college – going students. India e-commerce market was worth about $3.8 billion in
2009, it went up to

$12.6 billion in 2023.

1
1.2 Industry Profile

E-Commerce is the sales channel of the future. The characteristics of the global electronic market
constitute a unique opportunity for companies to more efficiently reach existing and potential
customers by replacing traditional retail stores with web-based business (Limayem, Khalifa, &
Frini, 2000). There are two forms of E-Commerce, one is business to business and another is
business to consumer. The Business to customer is also called online shopping.

Online shopping indicates electronic commerce to buy products or services from the seller
through the Internet. Internet-based or Click and Order business model has replaced the
traditional Brick and Mortar business model. More people than before are using the web to shop
for a wide variety of items, from house to shoes to airplane tickets. Now people have multiple
options to choose their products and services while they are shopping through online platform.

Flipkart:

Flipkart is an e-commerce company headquartered in Bangalore, Karnataka, India and registered

in Singapore. The company initially focused on book sales before expanding into other product
categories such as consumer electronics, fashion, home essentials, and lifestyle products. Flipkart
Big Billion days sales 2023 offer 90% off on mobiles, Electronics & more + 10% Extra SBI bank
discount. Gear up for the festive season with the Flipkart big billion days sales 2020 and slash
your shopping bills by up to 90%. Flipkart big billion days sales 2023 is back.

Amazon:

Amazon.com, Inc. often referred to as simply amazon, is an American electronic commerce and
cloud computing company with headquarters in Seattle, Washington. Amazon.com started as an
online book store, later diversifying to sell DVDs, Blue-rays,
CDs, video download/streaming, MP3 download/streaming, audiobook downloads

2
/streaming, software, video games electronics, apparel, furniture, food toys and jewelry. The
company also produces notably, Amazon, kindle, E-book readers, Fire tablets, Fire TV and Fire
phone and is the world largest provider of cloud infrastructure services
Amazon also sells certain low-end products like USB cables under its in-house brand

Amazon Basics

Snapdeal:

Snapdeal is an online marketplace, New Delhi, India. The company was started by Kunal.
Capital, Saama capital, Nexus ventures, Intel Capital, and Ratan Tata/When Snapdeal.

Safina, Ru Net Holdings, and Bourne capital became shareholders in Snapdeal.

1.3 Need for study

To know about the most popular category of item purchased online. To study the impact of

demographic characteristics of customers on their online purchase pattern.

1.4 Scope of study

This research focuses on to find out the important role of social media as the shopping platform
and the customers perception on how the seller used English language as description and also
caption in advertising the product.

Significance of the study

Online shopping is a virtual shopping that enables consumers to shop across multiple market
places on a 24x7 basis through the internet. It facilitates the consumers to shop at online stores by
simply clicking at the tip of a mouse. Consumers can purchase any item online. Online shopping
gained momentum due to a variety of reasons, viz. convenience, availability of products at
consumers‟ doorsteps, gift vouchers, discount, and low price, variety of products, etc. However,

3
the online shopping system has its demerits. The consumers who buy a product cannot suffer the
material or to try it especially in the case of clothing and see how it is made. Lack of Privacy
and security is another problem faced by an online shopper, even though there are precautions to
ensure the safety of the transaction. A study on online shopping behavior among youth enables us
to understand the extent to which online shopping. It is in this environment that the present study
titled “Online shopping behavior among youth” is attempted.

1.5 Objectives of the study:

This project is designed mainly to identify and evaluate the customer’s response online shopping

behavior of hostel students.

1.5.1 Primary objective:

This research focuses on Online shopping behaviour of hostel students.

1.5.2 Secondary objective:

1.To study the Online shopping behaviour pattern hostel.

2.To study the factors affecting the Online Shopping behaviour of hostel.

3.To identify their preferences towards different e-shopping websites and features of

websites in general.

4.To study perception of hostel and their satisfaction level towards online shopping.

3.6 Limitation of study

The study was confined only to the hostel students of University so the study may not be

4
generalized in a broader perspective. The study is restricted to only teenagers so in order to make
more generalized, reliable and signification conclusions a study employing larger sample size is

needed. Time-constraint has also been one of the limitations.

Chapter 2

REVIEW OF LITERATURE

2.1 INTRODUCTION
Review of research report is done to what research works have already been done on this and
related topics or fields, the methodology adopted by them, the findings and conclusions, the
listed scope for further research and so on. Below an attempt is made to review the available

literature related to the topic of this research.

2.2 List of reviews

Amin.P. D and Amin.B.(2010) made an attempt to summarize the key findings from various
research studies relating to gender based differences in case of online shopping .The stronger
influence of perceived case of purchasing on both attitudes and online shopping intentions for
female compared to males indicates that online shopping intentions and attitudes are sensitive to
female perception, given a higher demand for the physical environment or a strong desire for the
sensory pleasures associated with touching a product. Finally, the gendered nature of
conventional buying emerged clearly- women prefer emotional and psychological involvement in
the online and offline shopping process; whereas men focus on efficiency and convenience in
obtaining shopping outcomes from actual product.

5
 Banerjee, Dutta, and Dasgupta.(2010) conducted a study on “customer`s attitude towards
onlines shopping”. The study revealed that among the 202 respondents who shopped online,
89.1%were satisfied and 96.1% satisfied customers also intended to indulge in online shopping in
the future. It could be concluded that the availability of extensive and current information was
the most important factor which influenced Indian customers to shop online. The researcher also
revealed that there was a significant association between online shopping and monthly family
income, frequency of internet usage, and time spent per session on Internet usage.

Broekhuizen and Huizingh (2009) conduct a study on” Online purchase determinants: Is their
effect moderated by direct experience.” The purpose of this paper is to examine the moderating
influence of direct online shopping experience in an e‐commerce context. Compared to the
purchasers, the inquirers were more concerned with the perceived enjoyment, risk and price
attractiveness offered by the website, while caring less about time/effort savings. Inquirers were
negatively influenced by the price attractiveness of their chosen insurance, which indicates that
they were less likely to use the website for future transactions if they were satisfied with their
current price Guidelines for managers of websites for financial services about how to convert
inquirers into buyers and improve the loyalty of online buyers. Draws upon insights from
marketing, e‐commerce and information systems to provide substantial support for the
hypotheses regarding the moderating influence of direct online shopping experience

Torben Hansen, Jan Moller Jensen, (2009) conduct a study on “Shopping orientation and
online clothing purchases: the role of gender and purchase situation” This paper seeks to
investigate shopping orientation and online clothing purchases across four different gender‐
related purchasing contexts. A conceptual model for understanding the impact of shopping
orientation on consumer online clothing purchase is proposed and tested both in a general setting
and across purchasing contexts. The results support the expected differences in men's and
women's shopping orientations and willingness to purchase clothing online. On average,
consumers indicate that reduced difficulty in selecting items is sorely needed when purchasing
clothing online. However, when evaluated across different purchasing situations, perceived
difficulty in selecting items is an important action barrier only for women. Less fun significantly

6
affected online clothing purchases for men purchasing clothing for themselves, but not for
women doing the same.

Miao Zhao, Ruby Roy, Dholakia (2009) The purpose of this paper is to address the following
questions in the context of a transactional web site. How do web site attributes influence
customer satisfaction? Will an increase in the performance of a specific attribute lead to
increased satisfaction? The paper identifies several relationships between interactive web site
attributes and customer satisfaction. At this stage of web development, no attribute emerges as a
“must‐be” attribute; one ‐ dimensional or linear attributes are common but not the only category
of interactive attributes. In addition, mixed and attractive attributes were also found. Moreover,
the paper confirms that Kano categories shift over time and with usage experience. Different web
site design strategies should be used depending on users' online experience and the various
relationships between interactive web site attributes and customer satisfaction. No previous
research has yet examined interactivity at the attribute level. Web site designers and managers
have to make decisions regarding each attribute. Adopting the Kano methodology, widely used in
other areas of research, this paper examines the relationships between attributelevel interactivity
and customer satisfaction with a retail web site.

Lan Xia, Kent B. Monroe, (2009) The purpose of this paper is to study the effects of
consumers' pre‐purchase goals on their responses to price promotions. Consumers with a pre‐
purchase goal were found to be more attracted to the promotion than those without a goal. More
importantly, prepurchase goals interact with promotion characteristics and produce differential
effects on willingness to buy. Consumers with a pre‐purchase goal are more attracted to
promotions emphasizing reduced losses while those without a goal responded more favorably
toward promotions emphasizing gains. Moreover, consumers with and without a pre‐purchase
goal respond differently to various discount levels. Existing research on price promotions has not
examined the influence of consumers' prepurchase goals. This paper brings a new dimension to
price promotion research. Understanding these variations in pre‐purchase goals across consumers
will help sellers design more effective promotion programs.

7
Xia Liu, Mengqiao He, Fang Gao, Peihong Xie, (2008) The purpose of this study is to identify
factors that may influence Chinese customers' online shopping satisfaction, including those
which are ignored by prior studies, from the perspective of total online shopping experience. In
this paper, the authors propose a model of the satisfaction process in the e‐commerce
environment, identifying key constructs proposed by prior studies and developing hypotheses
about which dimensions of online retailer constructs are significant predictors of online shopper
satisfaction. The authors test the hypotheses through multiple regression analysis based on a
survey of 1001 online customers.
The analysis suggests that eight constructs – information quality, web site design, merchandise
attributes, transaction capability, security/privacy, payment, delivery, and customer service are
strongly predictive of online shopping customer satisfaction, while the effect of response time is
not significant. This research contributes to the study of online shopping customer satisfaction by
developing a model of the satisfaction process in the e‐commerce environment, and identifying
factors that may influence Chinese customers' online shopping satisfaction including those which
are ignored by prior studies.

(Tulsi Raval, 2014) stated that today the demand of e-commerce market is increasing in India.
Use of smartphone and desktop has increased in India and due this the tendency of online
shopping increase in Indians. It is noticeable that the world's leading ecommerce companies are
competing to capture the Indian e-commerce market. The behaviour of the Indian online
shoppers is the main noticeable factor in Indian ecommerce market. The demands of the Indian
shoppers are different from other nations of the world. In India, a shopper is always looking for a
cheap rate product6 and that is why almost one third of the total sale is made during the sales
season. The discount offered by the companies affects not only offline market but also affects the
e –commerce market.

(Chatterjee and Ghosal, 2014) find that in current scenario of electronic data exchanges, India
is fast adaptor of technology and has taken to e-commerce. In India a significant number of
customers who don't adopt the facilities of online services whereas online shopping provides

8
many facilities. In India the adoption rate of the technology is different from other countries
because India has unique social and economic characteristics.
Agarwal, 2013, finds the factors in “A study of factors affecting online shopping behavior of
consumers in Mumbai region”, that affect online shopping like time saving, money saving, no
risk in transaction, easy to choose and compare with other products and delivery of product on
time., There have been changes in the methodology for business transactions, With advancements
in Online shopping.

Oxford Dictionary (2012) e-commerce is defined as 'commercial transactions conducted

electronically on the Internet’.

Financial Times (2012) E-commerce is defined as a buying and selling activity through the
Internet. Ecommerce can be defined as the buying, selling and exchanging of products and
services without any physical contact through the Internet by businesses, consumers and other
parties.

(Comegys, 2009) stated that there is no option to touch or try products when purchase through
Internet. So online store should offer them some additional options like moneyback guarantee
and replace the product to reduce customers’ concern. Now online Sellers refund money
including shipping expenses to reduce purchasing risk. To improve their distribution channels
online stores may cooperate with other companies with expertise. Now consumers are spending
their time with social media., and taking into consideration of this channel when making
purchasing decisions. This evolution has deep effects on the online marketing. Consumers’ value
has increased in the modern scenario. Even the marketers have to be linked to the online world
for a successful reach to the customers. That is why, today’s businesses have been advertised
their activities through this new media.

(Lai and Turban, 2008) stated that today’s customers are using internet for their purchasing
decisions. Web 2.0 technologies have made the internet more social and the pace of development
has been accelerated by the customers. Internet has made the consumers publishers and has
provided an easy access to share the content online. (Monsuwe, et al., 2004) find that younger

9
consumers have interested in using internet to search for information. Older consumers have less
knowledge about the internet and new technology so internet is mentioned as a risky
environment for older consumers. There is one more factor which effect the purchase through
Internet by older consumers is that they also insist to try products before purchasing.

(Lim and Dubinsky, 2004) stated that credit card is mostly used as payment mode in online
shopping hence customers pay attention to seller’s information in order to protect themselves.
Customers desire to buy product and service from the company and website that they trust, or
brand that they are familiar with (Chen and He,2003).

(Lim and Dubinsky, 2004) find that online sellers need to know the issues which affect the
online shoppers before their online purchase so that they retain their customers. Online seller can
create a new and effective marketing programme for their customers to better understand their
shopping behaviour. There are many options for companies to attract those who do not shop
online so they become more interested and to be potential customers.

Kau, et al. (2003; 150) stated that older consumers (40 years old and above) have mostly choose
traditional shopping. Researches about young adults are also helpful to predict future consumer
behavior easier. Young adult generation has more options with respect to other generations.
Young shoppers they are more conscious for online shopping and give their decision by
themselves, they choose what they prefer easily.

Park and Kim (2003; 17) stated that trust issue is worked after with a few successful
transactions and shoppers start feel safe and believe on the supplier that they answer their needs
and wants. In terms of online shopping provided information is one of the issues. Because online
shopping is related with computer-system so individuals cannot Touch or feel products.
Therefore, their decisions based on the information that provided by online retailer. There are
many factors that influence behavior of consumers like web site design, access to information,
access time to information

10
 Chapter 3
Research Methodology
3.1 RESEARCH DESIGN
3.1.1 Descriptive Research Design
Descriptive research is a study designed to depict the participants in an accurate way. More

simply put, descriptive research is all about describing people who take part in the study .

3.2 SOURCES OF DATA

Data collection is the term used to describe a process of preparing and collecting data. 3.2.1
Primary Data – Questionnaire given to 150 respondents

11
3.2.2 Secondary Data - Websites and online journals, Published reports & Review of literature
from published articles

3.3 STRUCTURE OF QUESTIONNAIRE

Questionnaire was divided into two sections. First part was designed to know the general
information about customers and the second part contained the respondent ‘s opinions about
customer ‘s experience

3.4 SAMPLING TECHNIQUE

Convenience sampling method
A convenience sample is one of the main types of non-probability sampling methods. A
convenience sample is made up of people who are easy to reach.

3.5 PERIOD OF STUDY

The duration of study is from DECEMBER 2024 to March 2025 which is a three month of study.

3.6 Analytical Tools

Percentage analyses, Bar Chart.

Chapter 4

DATA ANALYSIS AND INTERPRETATION

4.1 Tables and Chart Table 4.1.1: Gender

S.NO Particulars No. of Respondents Percentage

1 Male 102 68
2 Female 48 32
Total 150 100.00

12
 Gender
80

60

40
68
20
32
0
male Female

Table 4.1.1: Gender

Interpretation
From the above tables it is interpreted that the number of male respondents 68% and female
respondent is 32%.

Inference
Majority (68%) of the respondents are Male.

Table 4.1.2: Marital status of the respondents

S.NO Particulars No. of Respondents Percentage

1 Married 27 17.3
2 Unmarried 123 82.7
Total 150 100.00

Source: Primary data

13
 Marital status
100

50 82.7
17.3
0
Married Unmarried

Table 4.1.2: Marital status of the respondents

Interpretation

From the above table it is interpreted that the number of respondents were 17.3% in married,
82.7% in Unmarried.

Inference

Majority (82.7%) of the respondents are Unmarried

Table 4.1.3: Age of the respondents

S. NO Particulars No. of Respondents Percentage

1 18-24 65 43.3
2 25-30 84 56
3 31-35 1 0.7
4 36-40 0 0.00
Total 150 100.00

14
Source: Primary data

Age
60

43.3 56

0.7 0.00

40

20

0
18-24 25-30 31-35 36-40

Table 4.1.3: Age of the respondents

15
Interpretation

From the above table it is interpreted that the number of respondents between 18 to24 age of
respondents are 43.3%, between 25 to 30 age of respondents are 56%, between 31 to 35 age of
respondents are of 0.7%, 36 to 40 above age of respondents are 0.00.

Inference
Majority (56%) of the respondents are age between 25 to 30 years.

Table 4.1.4: If yes, how often do you make online purchase.

S.NO Particulars No. of Respondents Percentage

1 Once in a month 35 23.3
2 Once in 2 – 3 months 51 34
3 More than once in 6 months 28 18.7
4 1 – 3 times in a year 20 13.3
5 As& when required 16 10.7
Total 150 100.00

16
 Online Purchase
40
30
20 34
10 23.3 18.7 13.3 10.7
0
Once in a Once in 2-3 More then 1-3 times in As& when
month month once in 6 year required
month

Table 4.1.4: If yes, how often do you make online purchase

Interpretation

From the above table it is interpreted that the number of respondents’ Online purchase 23.3% in
Once in a month, 34% in Once in 2-3 month, 18.7% in More than once 6 months,
13.3% in 1-3Times in year, in 10.7% in as & when required.

Inference

Majority (34%) of the respondents says Once in 2 – 3 months

17
Inference
Table 4. 1. 5: W is the average amount that you spend per purchase while shopping online.

S. NO Particulars No. of Respondents Percentage

1 Up to 500 25 16.7
2 Rs 500 – 1000 71 46.7
3 Rs 1000 – 5000 39 26
4 Above Rs 5000 15 10.7
Total 150 100.00

50
45
40
35
30
25 46.7
20
15
26
10 16.7
5 10.7
0
Up to 500 Rs 500 -1000 Rs 1000 -5000 Above Rs 5000

Table 4. 1. 5: What is the average amount that you spend per purchase while shopping
online.

Interpretation

From the above table it is interpreted that the number of respondents amount that you spend per
purchase while shopping online 16.7% in Up to 500, 46.7% in Rs 500-1000, 26% in Rs
10005000, 10.7% above Rs 5000.

Inference

Majority (46.7%) of the respondents says Rs 500 – 1000

18
Inference
Table 4. 1. 6: Generally, when do you prefer making online purchase

S.NO Particulars No. of Percentage

Respondents
1 During festive season 48 32
2 During heavy discount period offers 51 34
3 Depends upon mood or desire 31 20.7
4 As & when required 20 13.3
Total 150 100.00

40 Making online purchase

30
20
32 34
10 20.7
13.3
0
During festive During heavy Depends upon As& when
season discount period mood or desire required
offers

Table 4. 1. 6: Generally, when do you prefer making online purchase

Interpretation

From the above table it is interpreted that the number of respondents making online purchase.
32% in During festive season, 34% in During heavy discount period offers,
20.7% in Depends upon mood or desire, 13.3% in as & when required.

Majority (34%) of the respondents says During heavy discount period offers.

Table 4.1.7: How do you make payment mostly when shopping online.

19
Inference

S.NO Particulars No. of Respondents Percentage

1 Debit card 29 19.3
2 Credit card 18 12
3 Cash on delivery 89 59.3
4 Third Party 14 9.4
Total 150 100.00

Payment
80

60

40
59.3
20
19.3 12 9.4
0
Debit card Credit card Cash on delivery Third Party

Table 4.1.7: How do you make payment mostly when shopping online.

Interpretation

From the above table it is interpreted that the number of respondents Payment. 19.3% in Debit
card, 12% in Credit card, 59.3% in Cash on delivery, 9.4% in Third party.

Inference
Majority (59.3%) of the respondents says Cash on delivery.

Table 4. 1. 8: Which medium do you prefer for online shopping.

20
Inference

S.NO Particulars No. of Respondents Percentage

1 Laptop/ P.C 22 14.7
2 Smartphone 115 76
3 Tablet 13 9.3
Total 150 100.00

Medium online Shopping

80

60

40 76
20
14.7 9.3
0
Laptop/ P.C Smartphone Tablet

Table 4. 1. 8: Which medium do you prefer for online shopping.

Interpretation

From the above table it is interpreted that the number of respondents Medium online shopping.
14.7% in Laptop/ P. C, 76% in Smartphone, 9.3% in Tablet.

Inference

Majority (76%) of the respondents says Smartphone.

21
Table: 4.1. 9: Which of the following websites do you prefer for online shopping.

S.NO Particulars No. of Percentage

Respondents
1 Flipkart. com 55 36.7
2 Amazon. In 80 53.3
3 Jabong. Com 10 6.7
4 Snapdeal. Com 5 3.3
Total 150 100.00

online shopping Websites

60
50
40
30
53.3
20 36.7
10
6.7 3.3
0
Flipkart Amazon.In Jabong. Com Snapdeal. Com

Table: 4.1. 9: Which of the following websites do you prefer for online shopping.

Interpretation

From the above table it is interpreted that the number of respondents Online shopping websites.
36.7% in Flipkart, 53.3% in Amazon. In, 6.7% in Jabong. Com, 3.3% in Snapdeal. Com.

Majority (53.3%) of the respondents says Amazon. In.

22
Inference

Table: 4. 1. 10: How do you rate your experience of online purchase.

S.NO Particulars No. of Percentage

Respondents
1 Very much satisfied 48 32
2 Satisfied 79 52.7
3 Not satisfied 11 7.3
4 Can’t say 12 8
Total 150 100.00

Experience of online purchase

60
50
40
30
52.7
20
32
10
7.3 8
0
Very much satified Satisfied Not satified Can't say

Table: 4. 1. 10: How do you rate your experience of online purchase.

Interpretation

From the above table it is interpreted that the number of respondents Experience of online
shopping. 32% in Very much satisfied, 52.7% in Satisfied, 7.3% in Not satisfied,

8% in Can’t say.

Majority (52.7%) of the respondents says Satisfied.

23
Inference

Table: 4. 1. 11: The differences between your expectations and the real products would
influence your satisfaction.

S.NO Particulars No. of Respondents Percentage

1 Strongly Agree 79 52.7
2 Agree 48 32
3 Neutral 12 8
4 Disagree 11 7.3
5 Strongly Disagree 0 0.00
Total 150 100.00

60

50

40

30
52.7
20
32
10
8 7.3 0
0
Strongly Agree Agree Neutral Disagree Strongly Disagree

Table: 4. 1. 11: The differences between your expectations and the real products would
influence your satisfaction.

Interpretation

From the above table it is interpreted that the number of respondent products would influence
your satisfaction. 52.7% in Strongly Agree, 32% in Agree, 8% in Neutral, 7.3% Disagree, 0% in
Strongly Disagree.

Majority (52.7%) of the respondents says Strongly Agree.

Table: 4. 1. 12: How would you rate your overall online shopping experience.

24
Inference

No. of Respondents
S.NO Particulars Percentage
1 Excellent 55 36.7
2 Average 80 53.3
3 Poor 15 10
Total 150 100.00

Experience
60
50
40
30
53.3
20 36.7
10
10
0
Excellent Average poor

Table: 4. 1. 12: How would you rate your overall online shopping experience.

Interpretation

From the above table it is interpreted that the number of respondent Online shopping Experience.
36.7% in Excellent, 53.3% in Average, 10% in Poor.

Inference

Majority (53.3%) of the respondents says Average.

25
Table:4. 1. 13: You will buy the products again from a same shop if you are satisfied with
it.

S.NO Particulars No. of Respondents Percentage

1 Strongly Agree 74 49.3
2 Agree 55 36.7
3 Strongly Disagree 3 2
4 Disagree 18 12
Total 150 100.00

Source: Primary data

Same shop if you are satisfied

60
50
40
30
49.3
20 36.7
10
2 12
0
Strongly Agree Agree Strongly Disagree Disagree

Table:4. 1. 13: You will buy the products again from a same shop if you are satisfied with it.

Interpretation

From the above table it is interpreted that the number of respondent same shop if you are
satisfied. 49.3% in strongly Agree, 36.7% in Agree, 2% Strongly Disagree, 12% Disagree.

Majority (49.3%) of the respondents says in Strongly Agree.

26
Interpretation

Table: 4. 1. 14: If an online shop deals with your complaints very well I will continue to
buy something from it.

No. of Respondents
S.NO Particulars Percentage
1 Strongly Agree 28 18
2 Agree 99 66
3 Strongly Disagree 9 6
4 Disagree 14 9.30
Total 150 100.00

Source: Primary data

70
60
50
40
66
30
20
10 18
6 9.3
0
Strongly Agree Agree Strongly Disagree Disagree

Table: 4. 1. 14: If an online shop deals with your complaints very well I will continue to buy
something from it.
From the above table it is interpreted that the number of respondents very well I will continue to
buy something from it. 18% in Strongly Agree, 66% in Agree, 6% in Strongly disagree, 9.3% in
Disagree.

Inference

Majority (66%) of the respondents says in Agree

27
Inference

Table: 4. 1. 15: You will tell your friends or return the products directly if you are not
satisfied with the products.

No. of Respondents
S.NO Particulars Percentage
1 Strongly Agree 46 30.7
2 Agree 97 64.7
3 Strongly Disagree 0 0
4 Disagree 7 4.7
Total 150 100.00

Source: Primary data

friends or return the products directly

70
60
50
40
30 64.7
20
30.7
10
0 4.7
0
Strongly Agree Agree Strongly Disagree Disagree

Table: 4. 1. 15: You will tell your friends or return the products directly if you are not
satisfied with the products
Interpretation

From the above table it is interpreted that the number of respondent friends or return the
products directly. 30.7% in Strongly Agree, 64.7% in Agree, 0% in Strongly disagree, 4.7% in
Disagree.

Inference

Majority (64.7 %) of the respondents says in Agree.

28
Interpretation

Table: 4. 1. 16: What is /are the reason (s) for e- shopping.

S.NO Particulars No. of Percentage

Respondents
1 Saves money 60 39.3
2 Saves time 54 36
3 Convenient 21 14.7
4 Range and availability of products 15 10
Total 150 100.00

Source: Primary data

Reasons for shopping

45
40
35
30
25
20 39.3 36
15
10
5 14.7
10
0
Saves money Saves time Convenient Range and availability
of products

Table: 4. 1. 16: What is /are the reason (s) for e- shopping.

From the above table it is interpreted that the number of respondents Reasons for shopping.
39.3% in Saves money, 36% in Saves time, 14.7% in Convenient, 10% in Range and availability
of products.

Inference

Majority (39.3%) of the respondents says Saves money.

29
Interpretation

Table: 4. 1.17: Features you think are necessary for an online shopping website to have.

S.NO Particulars No. of Respondents Percentage

1 Social networking integration 38 25.3
2 Privacy & secure checkout 38 24.7
3 Customer friendly 41 27.3
4 Customer care services 20 13.3
5 Credibility 6 4.7
6 Comparison between sites 7 4.7
Total 150 100.00
Source: Primary data
30
25
20
15 27.3
25.3 24.7
10
5 13.3
4.7 4.7
0
Social Privacy & Customer Customer care Credibility Comparison
networking secure friendly servies between sites
integration checkout

Table: 4. 1.17: Features you think are necessary for an online shopping website to have.
From the above table it is interpreted that the number of respondents necessary for an online
shopping website to have. 25.3% in Social networking integration, 24.7% Privacy & secure
checkout, 27.3% in Customer friendly, 13.3% in Customer care services, 4.7% in
Credibility,4.7% in Comparison between sites.

Inference

Majority (27.3%) of the respondents says Customer friendly.

Table: 4.1.18: If yes, what kind of problem (s).

30
Interpretation

S.NO Particulars No. of Respondents Percentage

1 Delay in delivery 84 55.3
2 Cheap quality 33 22.7
3 Damaged product 26 17.3

4 Non- delivery 7 4.7

Total 150 100.00

31
Source: Primary data

Kind of problem
60
50
40
30 55.3
20
10 22.7
17.3
4.7
0
Delay in delivery Cheap quality Damaged product Non - delivery

Table: 4.1.18: If yes, what kind of problem (s).

Interpretation

From the above table it is interpreted that the number of respondents Kind of problem.
53.3% in Delay in delivery, 22.7% in Cheap quality, 17.3% in Damaged product, 4.7% in Non –
delivery.

Inference

Majority (55.3%) of the respondents says Delay in delivery.

32
 Chapter 5

5.1 FINDINGS

1) Majority (68%) of the respondents are Male.

2) Majority (82.7%) of the respondents are Unmarried

3) Majority (56%) of the respondents are age between 25 to 30 years.

4) Majority (34%) of the respondents says Once in 2 – 3 months

5) Majority (46.7%) of the respondents says Rs 500 – 1000

6) Majority (34%) of the respondents says During heavy discount period offers.

7) Majority (59.3%) of the respondents says Cash on delivery.

8) Majority (76%) of the respondents says Smartphone.

9) Majority (53.3%) of the respondents says Amazon. In.

10) Majority (52.7%) of the respondents says Satisfied.

11) Majority (52.7%) of the respondents says Strongly Agree.

12) Majority (53.3%) of the respondents says Average.

13) Majority (49.3%) of the respondents says in Strongly Agree.

14) Majority (66%) of the respondents says in Agree.

15) Majority (64.7 %) of the respondents says in Agree.

16) Majority (39.3%) of the respondents says Saves money.

17) Majority (27.3%) of the respondents says Customer friendly.

18) Majority (55.3%) of the respondents says Delay in delivery.

33
5.2 SUGGESTION

The overall experience index from the study reveals that the company is performing very well
and customers buying are much experience with the service given to them. Some of the
customers have complained about the slack in the delivery process and timings. Therefore, this is
the area which I recommend to the showroom to focus a little bit more. It needs to improve its
delivery process and time. Need to become little quick and fast. The websites should also work
considerably in building trust and friendly relationship with customers by coming with better
privacy policies as this would encourage shoppers to use others mode of payments like debit
cards, credit cards etc. as well.

5.3 Conclusion
A successful webstore is not the just a good-looking website with the dynamic technical features
but is also emphasis on building the relationship with customers with making money. Firstly,
understanding the customers need and wants is very essential for building a relation with the
customers keeping companies’ promises gives a customer a reason to come back and meeting the
expectations gives them a reason to stay. Price factor and after sale factor play an important role
in e commerce business so online marketers should give due importance to it as well as work on
satisfying the existing customer each time and offer new schemes day by day to attract new ones.

34
 References

• ACNielsen. (2007). Seek and You Shall Buy. Entertainment and Travel. viewed 18
January
2007 <http://www2.acnielsen.com/news/20051019.shtml>.

• Ajzen, I., & Fishbein, M. (1980). Understanding Attitude and Predicting Social Behavior.

New Jersey: Prentice-Ha

• Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic
and
utilitarian shopping value. Journal of Consumer Research, 20, 644-456.

• Bruner, G. C., & Hensel, P. J. (1996). Marketing Scales Handbook: a

Compilation of Multi-Item Measures. American Marketing Association, Chicago, IL

• Childers, T. L., Cristopher L. Carr, Joan Peck, & Carson, S. (2001). Hedonic and
Utilitarian
Motivations for Online Retail Shopping Behavior. Journal of Retailing, 77(4), 511-535.

• Gardyn, R. (2002). Educated consumers. American Demographics, 24(10), 18-

19.

• Ghani, E. K., Said, J., & Nasir, N. (2001). Cross Sectional Studies on on-line Shopping
Among Malaysian Employees. Unpublished Dissertation, University Technology
MARA.
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online
clothing purchase. Journal of Fashion Marketing and Management, 8(1), 84-95.

• Haque, A., Sadeghzadeh, J., & Khatibi, A. (2006). Identifing Potentiality Online Sales In
Malaysia: A Study On Customer Relationships Online Shopping. Journal of Applied
Business Research, 22(4), 119-130

• Khatibi, A., Haque, A., & Karim, K. (2006). E-Commerce: A study on Internet Shopping

in Malaysia. Journal of Applied Science 3(6), 696-705.

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• Kim, E. Y., & Kim, Y. K. (2004). Predicting online purchases intentions for clothing

products. European journal of Marketing, 38, 883-897.

• Kim, Y. M., & Shim, K. Y. (2002). The influence of Internet shopping mall characteristics
and user traits on purchase intent. Irish Marketing Review, 15(2), 25-34.

• Li, H., Daugherty, T., & Biocca, F. (2002). Impact of 3-D advertising on product
knowledge, brand attitude and purchase intention: the mediating role of presence. Journal
of Advertising Research, 31(3), 43-57.

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model with the theory of planned behavior. Information Systems Research, 2, 173-191.

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Internet Research: Electronic Networking. Applications and Policy, 12(5), 411-426.

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36
 QUESTIONNAIRE

1) Personal Details

i. Gender
a) Male b) Female
ii. Marital status
a) Married b) Unmarried
iii. Age
a) 18-24
b) 25-30
c) 31-35
d) 36-40

2) If yes, how often do you make online purchase?

a)Once in s month

b)Once in 2 – 3 months

c)More than once in 6 months

d)1 – 3 times in a year

e)As& when required

3) What is the average amount that you spend per purchase while shopping online.

37
 a) Up to 500

b) Rs 500 – 1000
c) Rs 1000 – 5000
d) Above Rs 5000

4) Generally, when do you prefer making online purchase

a)During festive season

b)During heavy discount period offers
c)Depends upon mood or desire

d)As & when required

5) How do you make payment mostly when shopping online.

a)Debit card
b)Credit card
c)Cash on delivery
a) Third Party

6) Which medium do you prefer for online shopping.

a)Laptop/ P

b)Smartphone

c)Tablet

7) Which of the following websites do you prefer for online shopping.

a) Flipkart. Com

b) Amazon. In

c) Jabong. Com

38
 d) Snapdeal. Com

8) How do you rate your experience of online purchase.

a)Very much satisfied

b)Satisfied

c)Not satisfied

d)Can’t say

9) The differences between your expectations and the real products would influence your
satisfaction.

a)Strongly Agree

b)Agree

c)Neutral

d)Disagree

e)Strongly Disagree

10) How would you rate your overall online shopping experience.

a)Excellent

b)Average

c)Poor

11) You will buy the products again from a same shop if you are satisfied with it.

a) Strongly Agree

b) Agree

39
 c) Strongly Disagree

d) Disagree

12) If an online shop deals with your complaints very well I will continue to buy something from
it.

a) Strongly Agree

b) Agree

c) Strongly Disagree

d) Disagree

13) You will tell your friends or return the products directly if you are not satisfied with the
products.

a) Strongly Agree

b) Agree

c) Strongly Disagree

d) Disagree

14) What is /are the reason (s) for e- shopping.

a)Saves money

b)Saves time

c)Convenient

d(Range and availability of products

15) Features you think are necessary for an online shopping website to have

a)Social networking integration

40
 b)Privacy & secure checkout

c)Customer friendly

d)Customer care services

e)Credibility

f)Comparison between sites

16) If yes, what kind of problem (s).

a) Delay in delivery

b) Cheap quality

c) Damaged product

d) Non- delivery

41