A STUDY ON MEASURING THE

EFFECTIVENESS OF ONLINE SHOPPING

Submitted in partial fulfilment of the requirement for the award of

BACHELOR OF COMMERCE
By
ANISHA LINI.L
39740056

BACHELOR OF COMMERCE
SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY

(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC I 12B Status by UGC l Approved by AICTE

JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI - 600 119

MAY 2022

I
 SCHOOL OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of ANISHA LINI.L
(39740056) who has done the Project Work entitled “A STUDY ON MEASURING
THE EFFECTIVENESS OF ONLINE SHOPPING” under my supervision from
December 2021 to February 2022.

Dr.J. RANI
INTERNAL GUIDE EXTERNAL GUIDE

Dr. BHUVANESWARI.G
Dean , School of Management Studies

Submitted for viva voice Examination held on____________________________

Internal Examiner External Examiner

II
 DECLARATION

I ANISHA LINI.L (39740056). Hereby declare that the project report entitled “A
STUDY ON MEASURING THE EFFECTIVENESS OF ONLINE SHOPPING” done by
me under the guidance of Dr.J. RANI is submitted in partial fulfilment of the
requirements for the award of Bachelor of commerce.

DATE:

PLACE: CHENNAI ANISHA LINI.L

III
 ACKNOWLEDGEMENT
I am pleased to acknowledge my sincere thanks to Board of Management of

SATHYABAMA for their kind encouragement in doing this project and for
completing it successfully. I am grateful to them.

I convey my sincere thanks to Dr. BHUVANESWARI G., Dean, School of

Business Administration and Dr. PALANI A., Head, School of Business
Administration for providing me necessary support and details at the right time
during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project

Guide Dr. J.RANI, for her valuable guidance, suggestions and constant
encouragement paved way for the successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the
School of Business Administration who were helpful in many ways for the completion
of the project.

ANISHA LINI.L

IV
 TABLE OF CONTENT
CHAPTER NO TITLE PAGE NO
ABSTRACT VI

LIST OF TABLE VII

LIST OF CHART VIII

INTRODUCTION 1
1.1.Introduction 2
1. 1.2. Why online shopping is gaining popularity 3
1.3. Measuring consumer perception of online shopping 4
convenience
1.4. Statement of the problem 6
1.5. Scope of the study 6
1.6. Objectives of the study 6
1.7. Limitations of the study 6
2. REVIEW OF LITERATURE 7
2.1. Review of literature 8
RESEARCH METHODOLOGY 18
3. 3.1. Research methodology 19
3.2. Source of the data 19
3.3. Tools used for analysis 19
3.4. Period of the study 20
3.5. Sampling design 20
DATA ANALYSIS AND INTERPRETATION 21
4. 4.1. Percentage analysis 22
4.2. Pie diagram 22
4.3. Bar diagram 22
FINDINGS,SUGGESTIONS AND CONCLUSION 42
5. 5.1. Findings 43
5.2. Suggestions 44
5.3. Conclusion 45
REFERENCES 46

APPENDIX (QUESTIONNAIRE) 48

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 ABSTRACT
The Online Shopping is a web based application intended for online retailers. The
main objective of this application is to make it interactive and its ease of use. It would
make searching, viewing and selection of a product easier. It contains a
sophisticated search engine for user's to search for products specific to their needs.
The search engine provides an easy and convenient way to search for products
where a user can Search for a product interactively and the search engine would
refine the products available based on the user’s input. The user can then view the
complete specification of each product. They can also view the product reviews and
also write their own reviews. The application also provides a drag and drop feature
so that a user can add a product to the shopping cart by dragging the item in to the
shopping cart. The main emphasis lies in providing a user-friendly search engine for
effectively showing the desired results and its drag and drop behavior.

VI
 LIST OF TABLES
TABLE NO PARTICULARS PAGE NO
4.1 Age of the respondents 22
4.2 Gender of the respondents 23
4.3 Occupation of the respondents 24
4.4 Websites preferred for online shopping 25
4.5 Reasons for e-shopping 26
4.6 Medium prefer for online shopping 27
4.7 Experience of online purchase 28
4.8 Do you feel secure when shopping online 29
4.9 Cash on delivery option influences you to go 30
for online shopping
4.10 How do you like to do online shopping 31
4.11 Features you think are necessary for an 32
online shopping websites to have
4.12 Feature of tracking the order is an important 33
factor influencing the order shopping decision
4.13 Free shipping option motivates you to shop 34
online
4.14 Do you search for complete information about 35
the product on the internet before making
online purchase
4.15 How do you make payments mostly when 36
shopping online
4.16 Ever faced any problem in online purchasing 38
4.17 Rank your purchases when you go for an 39
online shopping
4.18 Factors which you consider important in 40
refraining you from shopping online

VII
 LIST OF CHARTS
CHART NO PARTICULARS PAGE NO
4.1 Age of the respondents 22
4.2 Gender of the respondents 23
4.3 Occupation of the respondents 24
4.4 Websites preferred for online shopping 25
4.5 Reasons for e-shopping 26
4.6 Medium prefer for online shopping 27
4.7 Experience of online purchase 28
4.8 Do you feel secure when shopping online 29
4.9 Cash on delivery option influences you to go 30
for online shopping
4.10 How do you like to do online shopping 31
4.11 Features you think are necessary for an 32
online shopping websites to have
4.12 Feature of tracking the order is an important 33
factor influencing the order shopping decision
4.13 Free shipping option motivates you to shop 34
online
4.14 Do you search for complete information about 35
the product on the internet before making
online purchase
4.15 How do you make payments mostly when 36
shopping online
4.16 Ever faced any problem in online purchasing 38
4.17 Rank your purchases when you go for an 39
online shopping
4.18 Factors which you consider important in 40
refraining you from shopping online

VIII
 CHAPTER 1
INTRODUCTION

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1.1 INTRODUCTION:
Online shopping is a form of electronic commerce which allows

consumers to directly buy goods or services from a seller over the internet using

a web browser or a mobile app. Consumers find a product of interest by visiting

the website of the retailer directly or by searching among alternative vendors using

a shopping search engine, which displays the same product's availability and pricing

at different e-retailers. As of 2020, customers can shop online using a range of

different computers and devices, including desktop computers, laptops, tablet

computers and smartphones. An online shop evokes the physical analogy of

buying products or services at a regular "bricks-and-mortar" retailer or shopping

center; the process is called business-to-consumer (B2C) online shopping. When an

online store is set up to enable businesses to buy from another businesses, the

process is called business-to-business (B2B) online shopping. A typical online store

enables the customer to browse the firm's range of products and services, view

photos or images of the products, along with information about the product

specifications, features and prices. Online stores usually enable shoppers to use

"search" features to find specific models, brands or items. Online customers must

have access to the Internet and a valid method of payment in order to complete a

transaction, such as a credit card, an Interac-enabled debit card, or a service such

as PayPal. For physical products (e.g., paperback books or clothes), the e-tailer

ships the products to the customer; for digital products, such as digital audio

files of songs or software, the e-tailer usually sends the file to the customer over the

Internet. The largest of these online retailing corporations are Alibaba, Amazon.com,

and eBay.

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 1.2 WHY ONLINE SHOPPING IS GAINING POPULARITY:

Following are some of the main reasons for online shopping to become popular

➢ Total shopping convenience:

These shops are available 24 hours a day and 7 days a week which Means
customers can shop day or night while relaxing at his/ her home.

➢ Browse the web instead of driving:

Travelling to various shops at various places is a costly thing and time consuming.
With online shopping, customers can sit at their homes and visit any number of
shops, even some located in other countries with ease.

➢ Price comparisons:

Online shops do not require buildings with lots of facilities and other customer
attractions which amount for huge sums. Since, with online shopping those
expenses do not exist, companies can sell their goods at a much lower price than
normal shops.

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 ➢ Unlimited selection:

Online shops usually provide much more selection of items than a normal shop.
They could even sell some items which they do not have in stock.

➢ No hurry:

Unless the website is down there is no close time for online shops, and customers
can take any amount of time to do their shopping.

➢ Information and reviews:

Some online shops provide facilities to rate or add comments about the goods they
bought and this feature will be helpful to new customers to make decision about
purchasing goods and services. This an experience which traditional shops never
provide to their customers.

➢ Collectible and hard to find items:

Online shopping is helpful to find collectibles and hard to find items, due to the vast
range of selection for goods online shops provides.

1.3 MEASURING CONSUMER PERCEPTION OF ONLINE SHOPPING

CONVENIENCE:

• When compared to the conventional mode of shopping, Online shopping has

proved to be bliss for the consumers.
• After all, it is more focused on consumer convenience than the seller.
• Thus, there are numerous reasons which state how online shopping is more
effective than conventional shopping.
• Here we will be measuring consumer perceptions of online shopping
convenience to know the concept better.

❖ Convenience:
Convenience is the biggest advantage, as online shopping allows
people to shop from wherever and whenever they want. They don't
have to stand in long queues waiting for their chance to enter the

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 shopping complex. Online shopping allows them to shop 24/7 that too
with one click. They can replace the products conveniently without
facing any hassle of going out.
❖ More Variety:
Online shopping makes it possible to get several products from
different brands and sellers all in one place which was not possible
earlier. Online shopping also allows consumers to buy the product from
international brands too. It has increased the possibility of choices
which allows the consumer to shop with more variety.
❖ Feedbacks:
Unlike Conventional modes of shopping, online shopping has paved
the way to go through other consumers' feedback before buying any
product or service. Feedbacks help them to differentiate between the
two products and make a decision accordingly.
❖ Better Prices:
Online shopping allows you to buy the product directly from the
manufacturer. There is no middle cost involved in it, which helps you in
grabbing good products with cheap deals and better prices.

❖ No crowd:
Major disadvantage of the conventional mode of shopping is the large
crowd to deal with. Online shopping allows the consumer to avoid the
nuisance of being in-crowd and gives them a chance to buy the product
from their peaceful quiet room.
❖ Price Comparison:

Researching the different products and comparing them is much

easier in online shopping. E-commerce sites have the option to
compare the products with one click which was not possible earlier.

❖ Easy Replacement:
Online shopping not only allows the consumer to place the orders
easily but also gives them the advantage of replacing them too with a
full money-back guarantee.

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1.4 STATEMENT OF THE PROBLEM:

The up-gradation of technological development has changing the life style of people.
Changing family structure and life style has redefined the shopping pattern of
customers. Today they prefer online mode of purchase. Though it has reached vast
majority of people, even now, some of the customers prefer traditional shopping
because of lack of security, Lack of feel and touch, Wrong products deliver and so
on. This study tries to identify the customer views and problems faced by them while
using online shopping .

1.5. SCOPE OF THE STUDY:

This study on measuring the effectiveness of online shopping a case study of all

issues related to online purchases of goods with a view of ascertaining the

effectiveness and reliability of such services.

1.6. OBJECTIVES OF THE STUDY:

➢ To know the factors influencing to use online shopping.

➢ To know the security of shopping online.
➢ To know the necessary for an online shopping.
➢ To study the problems faced by the shoppers while shopping online.
➢ To examine the effectiveness of shopping online.
➢ To know the preference and quality of the various websites.

1.7. LIMITATIONS OF THE STUDY

• Time is one of the major constraint, which limits the effective data collection.

• Possibility of errors in data collection due to the bias of the respondents.

• The number of respondents is limited to 107.

• Getting information from the respondents was very difficult.

• Reliability and accuracy of the analysis depends on the respondent’s

openness and trueness towards each question in the questionnaire

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 CHAPTER-2
REVIEW OF LITERATURE

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2.1 REVIEW OF LITERATURE ON ONLINE SHOPPING:

SIMRANJIT SINGH, SONIA BAJWA (2017):

Had carried out a research study on “buying behaviour of consumer towards

counterfeit products. The main objective of the research was to put emphasis on the
reasons for counterfeit purchase and the norms they follow while forming this
behaviour. The other objectives were to find out the dominant factors affecting on the
consumer while purchasing counterfeit goods, to know the relationship of these factors
with the purchase behaviour and application of TPB model for knowing the factors
creating inclination towards counterfeit. The sample size was for research was 100
respondents. A structures questionnaire was used by following the convenience
sampling method. The data were described with the help of pivot table and pie charts
with percentages. After the analysis the researcher had found that behaviour of the
respondents that leads them to go for committing a crime of purchasing such knock
offs and pirated items. Cost and status seeking have known to be the two reasons for
committing an illegal practice. If the money income of the consumer is increased then
this could work as a measure of curbing this practice.

PRIYANKA SHARMA (2017):

Performed a research study on “Consumer Behaviour towards Online
Shopping- An Empirical Study With Reference To Bhiwani City, Haryana”. The main
objective of the research was to identify the relationship of demographic factors that
influence online shopping, to study the preferences of the consumers toward online
shopping and the satisfaction level of the consumers while they shop online. To
achieve the objective, null hypothesis „Online shopping is not reliable and
trustworthy to the consumers‟ was tested. The sample size of the research was 100
respondents from Bhiwani City in Haryana state. The author had used Excel and
Statistical Package for the Social Sciences (SPSS) software for data analysis
purpose. After the data analysis and interpretation, the author concludes that the
internet has given rise to great potential for businesses through connecting globally.
The people having an annual income below Rs 2, 50,000 prefer cash on delivery and
above Rs 2, 50,000 prefers Internet banking payments. Cash on delivery is found the

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most popular payment method for online shopping among consumers. The most of
the people having annual income below Rs 4, 50,000 spends between 1500- 3000
per month for online shopping. People having annual income above Rs 4, 50,000
spends above 3000 per month for online shopping. The price of the products has the
most influencing factor on online purchase and online shopping is getting popular in
the younger generation. The Majority of the respondents buys from flipkart.com
which is thus one of the leading online shopping websites in India. The main barrier
is the safety of payment and privacy issue in the process of online shopping. This
increases low levels of trust on online stores therefore; sellers have to make proper
strategies to increase the consumer’s level of trust with them.

M. DHANALAKSHMI, M. SAKTHIVEL, M. NANDHINI (2017):

Performed a research study on “A Study on Customer Perception towards
Online Shopping, Salem”. The main objective of the research was to study the
customer perception towards online shopping at Salem district. The sample size of
the research was 150 respondents. The researchers had adopted random
convenience sampling technique to gather the data. The data were analyzed using
the simple percentage analysis and ANOVA (analysis of variances) methods. As a
result of data analysis and interpretation, the researchers conclude that the
consumer’s perception of online shopping varies from person to another and the
perception is limited to a certain extent by the availability of the proper connectivity
and the exposure to the online shopping has to be improved to make the customer
satisfied. The perception of the consumer also has similarities and difference based
on their personal characteristic usage based on their needs and demand. The study
reveals that most the students are attached to the online shopping and hence the
elder people don’t use online shopping much as compared to the younger ones, so
awareness has been fashioned in the coming era. Finally, the researchers
suggested that the online transaction should be flexible for the customers who
perceived in shopping.

PAWAN KUMAR, KANCHAN (2017):

Performed a research study on “Online Shopping Behaviour among
Students with Special Reference to Ludhiana, Punjab, India”. The main objective of

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the research was to understand the online purchase pattern of youth in India and to
study the factors those contribute to online shopping. The sample size of the
research was 400 respondents from Ludhiana city. As a result of data analysis, the
researchers conclude that students are those who mostly go for online shopping.
There are several factors such as quality of products, delivery time, products
checking on the spot, return policy etc. which customer look before online shopping.
So the online websites must look after those factors to be successful and retain the
customers. Online shopping among students of Ludhiana was grown in a positive
manner and decision on demonetization certainly helped the online shoppers to
attract more and more customers.

SNEHAL CHINCHOLKAR (2016):

Performed a research work on “Consumer Behaviour towards Online
Grocery Retail Store “Localbanya.com” in Mumbai Region”. The main objective of
the research was to identify consumer behaviour towards online grocery retailing
specifically towards Localbaniya.com. The sample size of the research was 163
respondents from Mumbai and its suburbs. From the collected data it had been
observed that, Out of 163 respondents only 57 were aware about local baniya.com
and done shopping from the website at least one time. While doing online
purchasing cash on delivery and debit cards are most preferred mode of payment.
As a result of data analysis, the researcher concludes that slowly our traditional way
of grocery shopping may see a drastic change. The companies have to work hard for
developing their marketing and distribution strategies to overcome the hurdles of
grocery e-retailing. Grocery e-retailing in its nascent stage, first it needs to capture
Tier-I cities, then Tier-II and Tier-III cities of Indian can be penetrated.

SABAN KUMAR K.C, ARUN KUMAR TIMALSINA (2016):

Carried out a research work on “Online Grocery Shopping Attitudes among
the Consumer in Kathmandu Valley”. The major focus of the research was to assess
attitudes of customers towards online shopping within Kathmandu. The sample size
of the research was 100 respondents from Kathmandu, Lalitpur and Bhaktapur. The
researchers had used the Statistical Package for Social Sciences (SPSS) for data

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analysis purpose. As a result of data analysis, the researchers conclude that majority
respondents i.e. 86% were found to be aware about online shopping. Similarly, 89%
of the respondents were positive about the online shopping of grocery items whereas
the rest were negative. The Result also depicts that 52% respondents were aware
about existing online portals. The freshness and delivery timing were given more
importance than payment system and pricing while shopping vegetables and fruit
items online.

A.T. JAGANATHAN, J. SURESH KUMAR, M. SAKTHIVEL, M. MOHANRAJ

(2016):

Performed a research work on “A Study on Customer Perception towards

Online Shopping, Namakkal”. The main objective of the research was to study the
customer perception towards online shopping at Namakkal district. Customer
perception is typically affected in the way of broadly such as advertising, reviews,
public relations, social media and personal experiences etc. The sample size of
research was 150 respondents. The researcher had used simple percentage
analysis and ANOVA (analysis of variances) methods for data analysis purpose.
After the data analysis and interpretation, the researcher conclude that the
consumer’s perception on online shopping varies from person to another and the
perception is limited to a certain extent with the availability of the proper connectivity
and the exposure to the online shopping has to be improved to make the customer
satisfied. The students are attached to the online shopping and hence the elder
people don’t use online shopping much as compared to the younger ones, so
awareness has been fashioned in the coming era. The online transaction should be
flexible for the customers who perceived in shopping.

MANISHA KINKER, N.K. SHUKLA (2016):

Performed a research study on “An Analysis of Consumer Behaviours

towards Online Shopping of Electronic Goods With special reference to Bhopal and
Jabalpur city”. The main objective of the research was to clarify and get insight into
consumer Behaviour towards online shopping of electronic goods, to study

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consumers‟ expectations of online stores, to find out factors that influences the
consumers towards online shopping and to analyze the consumer’s wants and
needs especially in Bhopal and Jabalpur city of Madhya Pradesh. The sample size of
the research was 40 respondents of Bhopal and Jabalpur city. The findings of the
proposed research work are as follows as Customer-Oriented Factors “Time
Saving”, “Product Quality”, “Product Price”, “Convenience”, “Accessibility”, “Shop
Anywhere and Anytime” are the main specific factors influence customers attitudes
toward electronic product online shopping. The minor factors that influences
customer’s attitudes toward electronic product online shopping are technological
factors, assured quality, cash on delivery and various promotions and discounts. The
attitude towards online shopping is different in Bhopal and Jabalpur city. After the
data analysis, the researcher concludes that the electronic product online market
takes a high percent of individuals shopping on it.

PRITAM .P, KOTHARI, SHIVGANGA, S. MAINDARGI (2016):

performed a research study on A Study on Customers Attitude towards

Online Shopping in India and its Impact: With Special Reference to Solapur City. The
main objective of the research was to highlight the factors which online Indian
customers keep in mind while shopping. The sample size of research was 100
respondents from Solapur city. The researcher had used sampling method and
Krejcie and Morgan formula to calculate the sample size. After the data analysis and
interpretation, the researcher found that occupation of consumers is independent of
Purchase habit of consumers in online shopping. Finally the researcher concluded
that the future of online shopping in India looks very bright. Online shopping gives
customers best alternatives to save money and time. Companies Offers detail
product information, easy mode of payment, facility of comparison of price and very
important completely hassle free shopping experience. The Success of online
shopping depends on its popularity, its brand image and its unique promotional
policies.

LAKSHMI. S. (2016):

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 Performed a research study on “Consumer Buying Behaviour towards
Online Shopping”. The main objective of the research was to explain online shopping
important and consumer buying Behaviour in online shopping. The author explained
how online shopping and consumer Behaviour is important and closely bonded with
each other. Also author had explained the factors that affecting consumer
Behaviours, consumer characteristics in the online medium, which are personal
characteristics, psychological characteristics, social characteristics and cultural
characteristics. There are many factors that influence of online shopping decision
that are Motivations, Convenience, Price visibility, Brand browser segment, New
design, Saves travel time, Website security, Easy payment, Cash on delivery and
Free home delivery. Finally the author concludes that the convenience and trust
were the most essential variables for consumers when they decide to shop online.
Web design and delivery time were not the important variables for consumers while
doing online shopping purchases. Young generation prefers buying goods from the
original source, so they prefer online shopping. Buying online can be of great benefit
to the consumer in terms of convenience, saving time and money.

ASWINI.N, MANJIULA. R (2016):

Performed a research study on “An Empirical Study on Consumers

Perception towards Online Shopping”. The main objective of the research was to
understand the key motivators for consumers to search and shop online. It also
investigates how different types of online buyers perceive a website differently. The
sample size of the research was 40 respondents. The findings of the proposed
research work are as follows as that online consumer concerns about lack of
opportunity to examine the products prior to purchase are regarded as specific factor
affecting the online buying decision. Also Customer goes online very often to
compare the prices and features of the various branded products and services. Then
Most of the respondents say online shopping helps them quick accessibility of a wide
variety of products. Cash on delivery and easy replacement are one of the
advantages of online shopping. Finally, the researcher concludes that Online
shopping enables the customers to buy from any part of the world at any time
providing better opportunity and also benefits like cash on delivery, easy

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replacement, convenience, fast refund, time saving and secured Delivery of the
product, confidentiality, etc. The site enables them to browse before they shop, and
to research the product so they have more confidence in what they are buying.

K.S. SILPA, P.U. RAJASREE, P. BALASUBRAMANIAN (2016):

Performed a research study on “A Study on Peoples‟ Perceptions towards

Online Shopping”. The main objective of the research was to study people’s
perception towards online shopping within a selected group of respondents and
study of the merits and demerits of online shopping. The sample size of the research
was 50 respondents (total 100) each for e-shoppers and non e-shoppers. The
researcher had used convenience random sampling method for data collection. The
researcher also explained the advantages and disadvantages of online shopping. As
a result of data analysis, the researcher concludes that the majority of people favors
to do online shopping, even if they felt some difficulties. People who are non-
shoppers are ready to do online shopping in the future if they get proper awareness
and knowledge. The Majority of the people agree that in the near future online
shopping will be more on demand than offline shopping. More people prefer cash on
delivery than net banking. Most of people do not shop online due to fear of the
quality of goods, afraid to give out their credit card details and also they find
conventional methods more enjoyable. Online shopping will take over as the prime
marketing and selling channel in India in near future.

SONAL KALA (2015):

Performed a research study on “Behaviour of Customers‟ Towards Online

Shopping in India”. The main objective of the research was to investigate the
relationship between various characteristics of online shopping and customer
purchase Behaviour. The sample size of the research was 100 respondents (50
Male Students and 50 Female Students) from Jaipur national university. The author
had used Independent sample test tool for data analysis purpose. After the data
analysis, the author concludes that Consumers have been seen to reveal different
buying Behaviour’s when shopping online than, when they are shopping in a physical

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retail store. There is no significant difference between the response of male and
female management students of Jaipur National University. The respondents have
perceived online shopping in a positive manner.

G.R. SHALINI, K.S. HEMAMALINI (2015):

Conducted a research work on Characteristics of Online Shopping and their

Consumer Intention towards the Purchase of Online Products in the Chennai city.
The sample size of the research was 320 respondents from Chennai city. The
researcher had used Stratified sampling and simple random sampling methods. The
nature of the study was exploratory and descriptive because both primary and
secondary data have been used. From the data Analysis, the author conclude that
people select flip cart for online shopping and also online shopping had become a
trend in this generation. The study reveals that there is positive relationship between
the website characteristics and attitude, trust and intention towards online
purchasing.

S. ARUNA, A. JOHN WILLIAM (2015):

Performed a research study on “A Study of Consumer Behaviour towards

Online Shopping in Coimbatore District”. The main objective of the research was to
analyze the shopping Behaviour of online shoppers and to identify the successful
online shopping. The sample size of the research was 384 respondents. From the
data analysis result, the researcher concludes that people mostly prefer online
shopping to traditional shopping because of the technological advancements. It has
become popular and is extremely convenient. Though it is convenient there are
various factors such as price, quality of the product and delivery time which
customers look before online shopping. So the online websites must of aware of
these factors to be successful and retain the customers. The final result from the
study is that online shopping is growing rapidly in a positive manner. By removing
little flaws it can be much profitable.

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R. SHANTHI, DESTI KANNAIAH (2015):

Performed a research study on “Consumer’s Perception on Online

Shopping”. The main objective of the research was to know the type of products
purchased by consumers through online shopping and to identify the factors
influencing consumer buying online. The sample size of the research was 100
respondents from Madras University and Madras Christian College. The researcher
had explained the factors influence Consumer to buy online, which are as follows
that are Product information, online payment, Convenience, Consumer Attitude,
Easy Accessibility, Flexibility. From the data analysis result, the researcher
concludes that youngsters are attached to the online shopping and hence the elder
people don’t use online shopping much as compared to the younger ones. It is also
found that the majority of the people who shop online buys books online followed by
tickets (railway, movie, concerts). The study also reveals that the price of the
products has the most influencing factor on online purchase. The security of the
products is the second most influencing factor, Guarantees online purchase is the
third most influencing factor and Warrantees followed by delivery time and the next
most influencing factor is the privacy of the information, the reputation of the
company, and nice description of goods. Overall the research outcome reveals that
the majority of the respondents preferred to buy products from Flipkart through the
online mode of shopping.

ASHISH BHATT (2014):

Performed a research work on “Consumer Attitude towards Online

Shopping in Selected Regions of Gujarat”. The objective of the research mainly
focused on the various factors online buyers would keep in mind while shopping
through online mode. The researcher had adapted a Descriptive Research and
collected data samples accordingly. After the analysis, some of the findings was
49.5% users of both Regions agreed that the data of product shown on online is
sufficient, 32% users strongly felt that online transaction is safe, 46.5% users of both
Regions do payment by cash on delivery, 29.5% users both Regions purchased
computer accessories, 40.5% users of both Regions are purchasing the products
through online more than Rs.2500 and The mean value of computer accessories is

- 16 -
2.83 which mean the data is highly significance. Finally the researcher concluded
that online shopping is gaining more popularity among people, especially among the
younger generation and become equally popular among all age groups.

KALPANA MATHUR, ARTI SHARMA (2014):

Performed a research study on “A Study of online Shopping Habits of

Consumers in India”. The main objective of the research was to examine the online
shopping habits of consumers in India, to identify factors which determine the online
shopping trends and to examine the growth of online shopping in India. The sample
size of the research was 100 respondents of different status businessmen,
professionals, students and employees. The researcher had used tools like tables,
percentage, chi square test and ranking method for analyzing primary and secondary
data. MS Excel and Statistical Package for the Social Sciences (SPSS) used for
analysis purpose. From the data analysis result, the researcher concludes that
visiting shops, malls or retail outlets are more time consuming. Hence, many people
preferred to shop online. The online shopping habits are gaining quick market and
are growing every year because of the increasing Internet usage of people and
availability of Internet connections on mobile at cheaper rates. There is no significant
relation between use of discount coupons and occupation. This implies that discount
coupons are emerging as an attractive feature calling for more consumers to shop
online. The study found that the preferred mode of payment for e-shopping is cash
on delivery i.e. COD irrespective of respondents income group.

- 17 -
 CHAPTER-3
RESEARCH METHODOLOGY

- 18 -
3.1 RESEARCH METHODOLOGY

Research methods are the techniques and tools by which you research a subject or
a topic. Research methodology involves the learning of various techniques to
conduct research and acquiring knowledge to perform tests, experiments, surveys,
and critical analysis. “Research as a “systematized effort to gain new knowledge.

3.2 SOURCES OF THE DATA

The present study was based on primary data as well as secondary data. The data
were collected from every possible source.

3.2.1 PRIMARY SOURSE:

A well structured Questionnaire was prepared and distributed to the customers

who are using online shopping.

3.2.3 SECONDARY SOURCE:

The various secondary information sources used for the present research
include the journals and magazines and websites.

3.3 TOOLS USED FOR ANALYSIS

The collected data were analysed with the help of following tools:

➢ Questionnaire is used to collect the data from the selected samples.

➢ Percentage analysis were done with the collected data.

➢ The data collected will be tabulated in the form of charts and graphs will
be used to present data. The resulting tables, charts and graphs will be
analyzed, and inference will draw.

3.3.1QUESTIONNAIRE

A questionnaire is a form prepared and distributed to secure responses to certain

questions. It is a tool for obtaining response to questions by using a form which the
respondent fills by himself.

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3.3.2 STRUCTURE OF THE QUESTIONNAIRE

The questionnaire follows a simple and basic layout. It is made easy for the
participants to respond to the questionnaire without any delay or confusion. The set
of question and the answer options present in the questionnaire are predetermined
and are constructed by myself based on general questions regarding the main topic .

Types of questions asked: Multiple choice questions-Many choices are given to the
respondents give their response, respondents choose one answer it is easy for
respondents to quick response.

3.3.3 PERCENTAGE ANALYSIS

A percentage frequency distribution is a display of data that specifies the percentage

of observations that exist for each data point or grouping of data points.it is a
particularly useful method of expressing the relative frequency of survey response
and other data.

Formula for percentage analysis:

(Value/Total value) *100

3.4 PERIOD OF THE STUDY:

The study was conducted during February 2022 to May 2022.

3.5 SAMPLING DESIGN:

The study covers only the selected customers who are using online shopping. In
this study convenient random sampling technique has been used and 107 customers
were selected on random basis.

- 20 -
 CHAPTER-4
DATA ANALYSIS AND INTEPRETATION

- 21 -
DATA ANALYSIS AND INTERPRETATION
4.1 PERCENTAGE ANALYSIS

TABLE NO:4.1 AGE WISE CLASSIFICATION

AGE NO.OF. RESPONSES PERCENTAGE %

Below 18 12 11.2
18-25 90 84.1
26-35 2 1.9
Above 35 3 2.8
Total 107 100

CHART NO 4.1. AGE

1.90% 2.80%

11.20%

Below 18
18-25
26-36
Above 35

84.10%

INTEERPERTATION

The above table shows that out of 107 respondents taken for the study,84.1% of the
respondents belong to the age group 18-25 years ,11.2% of the respondents belong
to the age group below 18 years ,2.8% of the respondents belong to the age group
between above 35 years ,1.9% of the respondents belong to the age group of 26-35.

INFERENCE

Hence majority of the respondents are belong to the age group of 18-25.

- 22 -
TABLE NO:4.2 GENDER WISE CLASSIFICATION

GENDER NO. OF. RESPONSES PERCENTAGE %

Male 10 9.3
Female 97 90.7
Total 107 100

CHART NO 4.2. GENDER

Male , 9.30%

Female, 90.70%

INTERPRETATION

The above table shows that out of 107 respondents taken from the study, 90.7%
respondents are the gender female, 9.3 respondents are the gender male.

INFERENCE

Hence majority of the respondents are female.

- 23 -
TABLE NO:4.3 OCCUPATION WISE CLASSIFICATION

OCCUPATION NO.OF. RESPONSES PERCENTAGE %

Student 31 29
Under graduate 60 56.1
Post graduate 2 1.9
Employee 14 13.1
Total 107 100

CHART NO 4.3. OCCUPATION

13.10%

1.90% 29%

56.10%

Student Under graduate Post graduate Employee

INTERPRITATION

The above table shows that out of 107 respondents taken from the study, 56.1% of
the respondents are students, 29% of the respondents are under graduate, 13.1% of
the respondents are employee, 1.9% of the respondents are post graduate.

INFERENCE

Hence majority of the respondents are under graduate.

- 24 -
TABLE NO:4.4 WEBSITES DO YOU PREFER FOR ONLINE
SHOPPING

SHOPPING APPS NO.OF. RESPONSES PERCENTAGE %

Flipkart 25 23.4
Amazon 64 59.8
Ajio 6 5.6
Snapdeal 2 1.9
Other 10 9.3
Total 107 100

CHART NO 4.4.SHOPPING WEBSITES

Other

Snapdeal

Ajio

Amazon

Flipkart

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Websits name

INTERPERATION

The above table shows that out of 107 respondents taken from the study, 59.8% of
the respondents are shopping through amazon, 23.4% of the respondents are
shopping through flipkart, 9.3% respondents are shopping through other app, 5.6%
of the respondents are shopping through ajio, 1.9% of the respondents are shopping
through snapdeal.

INFERENCE

Hence majority of the respondents are shopping in amazon.

- 25 -
 TABLE NO:4.5 THE REASONS FOR ONLINE SHOPPING

REASONS NO.OF.RESPONSES PERCENTAGE %

Save money 29 27.1
Save time 45 44.1
Convenient 40 37.4
Range and availability of products 35 32.7
Other 8 7.5

CHART NO 4.5. REASONS

45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Save money Save time Convenient Range and Other
availibility of
products

INTERPRETATION

The above table shows that out of 107 respondents taken from the study, 44.1% of
the respondents are said reason for shopping online is save timing , 37.4% of the
respondents said reason for shopping online is convenient , 32.7% of the
respondents said reason for shopping online is range and availability of products,
27.1% of the respondents said reason for shopping online is save money ,7.5% of
the respondents said that reason for shopping online is other.

INFERENCE

Hence majority of the respondents are chosen save timing.

- 26 -
TABLE NO:4.6 MEDIUM PREFERED FOR ONLINE SHOPPING

PREFERED MEDIUM NO.OF. RESPONSES PERCENTAGE %

Laptop/pc 8 7.5
Smart phone 94 87.9
Tablet 5 4.7
Total 107 100

CHART NO 4.6. MEDIUM PREFERED

87.90%

7.50% 4.70%

Laptop/Pc Smart phone Tablet

INTERPRETATION

The above table shows that out of 107 respondents taken for the study, 87.9% of the
respondents preferred medium for shopping online is smart phone, 7.50% of the
respondents preferred medium for shopping online is laptop/PC, 4.70% of the
respondents preferred medium for shopping online is tablet.

INFERENCE

Hence majority of the respondents preferred medium for shopping online is smart
phone.

- 27 -
TABLE NO:4.7 RATE OF EXPERIENCE IN ONLINE SHOPPING

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Very much satisfied 13 12.3
Satisfied 83 78.3
Not satisfied 2 0.9
Can’t say 9 8.5
Total 107 100

CHART NO 4.7. EXPERIENCE OF SHOPPING ONLINE

0.90%
8.50%
12.30%

78.30%

Very much satisfied Satisfied Not satisfied Can't say

INTERPRETATION

The above table shows that out of 170 respondents taken for the study, 78.30% of
the respondents experience of shopping online is satisfied, 12.30% of the
respondents experience of shopping online is very much satisfied, 8.50% of the
respondents experience of shopping online is can’t say, 0.90% of the respondents
experience of shopping online is not satisfied.

INFERENCE

Hence majority of the respondents experience of shopping online is satisfied.

- 28 -
TABLE NO:4.8 DO YOU FEEL SECURE WHEN SHOPPING ONLINE

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Yes 82 76.6
No 25 23.4
Total 107 100

CHART NO 4.8. DO YOU FEEL SECURE WHEN

No
SHOPPING ONLINE
23%

Yes
77%

INTERPRETATION

The above table shows that out of 170 respondents taken for the study, 77% of the
respondents feels secure when shopping online, 23% of the respondents are not
feeling secure when shopping online.

INFERENCE

Hence majority of the respondents feels secure when shopping online.

- 29 -
TABLE NO:4.9 CASH ON DELIVERY OPTION INFLUNCES YOU TO
GO FOR ONLINE SHOPPING

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Agree 68 64.2
Disagree 19 17.9
Strongly agree 20 18
Total 107 100

CHART NO 4.9. DOES CASH ON DELIVERY OPTION

INFLUENCES YOU TO SHOP ONLINE

18%

17.90%

64.20%

Agree Diagree Strongly agree

INTERPRETATION

The above table shows that out of 170 respondents taken for the study, 64.20% of
the respondents said cash on delivery option influences to shop online is agree,
17.90% of the respondents said cash on delivery option influences to shop online is
disagree, 18% of the respondents said cash on delivery option influences to shop
online is strongly agree.

INFERENCE

Hence the majority of the respondents said cash on delivery option influences to
shop online is agree.

- 30 -
 TABLE NO:4.10 HOW DO YOU LIKE TO DO ONLINE SHOPPING

OPTIONS NO.OF. RESPONSES PERCENTAGE %

Trough e-shopping websites or 17 15.9
browser
Through e-shopping app 90 84.1
Total 107 100

CHART NO 4.10. HOW DO YOU LIKE TO DO ONLINE

SHOPPING

Through e-shopping app

Through e-shopping websites or browser

0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

INTERPRETATION

The above table shows that out of 170 respondents taken for the
study, 84.1% of the respondents like to do online shopping is through e-shopping
app, 15.9% of the respondents like to do online shopping is through e-shopping
websites or browser.

INFERENCE

Hence the majority of the respondents like to do online shopping is through e-

shopping app.

- 31 -
 TABLE NO:4.11 FEATURES YOU THINK ARE NECESSARY FOR AN
ONLINE SHOPPING WEBSITES TO HAVE

OPTIONS NO.OF. RESPONSES PERCENTAGE %

Social networking integration 30 28
Multiple payment gateways 32 29.9
Customer friendly 57 53.3
Other 21 19.6

CHART NO 4.11. FEATURES YOU THINK ARE NECESSARY FOR

AN ONLINE SHOPPING WEBSITE TO HAVE

60%

50%

40%

30%

20%

10%

0%
Social networking Multiple payment Customer friendly Other
integration gateways

INTERPRETATION

The above table shows that out of 170 respondents taken for study, 53.9% of the
respondents think features that are necessary for an online shopping website is
customer friendly, 29% of the respondents think features that are necessary for an
online shopping websites is multiple payment gateways, 28% of the respondents
think features that are necessary for an online shopping websites is social
networking integration, 53.3% of the respondents think features that are necessary
for an online shopping websites is other.

- 32 -
INFERENCE

Hence majority of the respondents think features that are necessary for online
shopping websites is customer friendly.

TABLE NO:4.12 DO YOU THINK FEATURE OF TRACKING THE

ORDER IS AN IMPORTANT FACTOR INFLUNCING THE ONLINE
SHOPPING DECISION

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Yes 96 89.7
No 11 10.3
Total 107 100

CHART NO 4.12. DO YOU THINK FEATURES OF

TRACKING THE ORDER IS AN IMPORTANT FACTOR
INFLUNCING THE ONLINE SHOPPING DECISION

89.70%

10.30%

Yes No

INTERPRETATION

The above table shows that out of 107 respondents taken for the
study, 89.7% of the respondents think feature of tracking the order is an important
factor influencing the online shopping is yes, 10.3% of the respondents think feature
of tracking the order is an important factor influencing the online shopping is no.

- 33 -
INFERENCE

Hence majority of the respondents think feature of tracking the order is an important
factor influencing the online shopping is yes.

TABLE NO:4.13 DOES FREE SHIPPING OPTION MOTIVATES YOU

TO SHOP ONLINE

OPTIONS NO.OF. RESPONSES PERCENTAGE %

Agree 63 59.4
Strongly agree 30 28.3
Disagree 11 10.4
Strongly disagree 3 2
Total 107 100

CHART NO 4.13. DOES FREE SHIPPING OPTION

MOTIVATES YOU TO SHOP ONLINE

11% 2%
Agree
Strongly agree
28% Disagree
59%
Strongly disagree

INTERPRETATION

The above table shows that out of 107 respondents taken for the
study ,59.4% of the respondents said free shipping option motivates to shop online is
agree, 28.3% of the respondents said free shipping option motivates to shop online
is strongly agree, 10.4% of the respondents said free shipping option motivates to

- 34 -
shop online is disagree, 2% of the respondents said free shipping option motivates to
shop online is strongly disagree.

INFERENCE

Hence majority of the respondents said free shipping option motivates to shop online
is agree.

TABLE NO:4.14 DO YOU SEARCH FOR COMPLETE INFORMATION

ABOUT THE PRODUCT ON THE INTERNET BEFORE MAKING
ONLINE PURCHASE

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Yes 100 93.5
No 7 6.5
Total 107 100

CHART NO 4.14. DO YOU SEARCH FOR COMPLETE

INFORMATION ABOUT THE PRODUCT ON THE
INTERNET BEFORE MAKING ONLINE PURCHASE

No
7%

Yes
93%

INTERPRETATION

- 35 -
The above table shows that out of 107 respondents taken for the study, 93.5% of the
respondents said that they search for complete information about the product on the
internet before making online purchase, 6.5% of the respondents will not search for
complete information about the product on the internet before making online
purchase.

INFERENCE

Hence majority of the respondents said yes they search for complete information
about the product on the internet before making online purchase.

TABLE NO:4.15 HOW DO YOU MAKE PAYMENTS MOSTLY WHEN

SHOPPING ONLINE

OPTIONS NO.OF. RESPONSES PERCENTAGE %

Debit card 16 15
Credit card 3 2.8
Cash on delivery 84 78.5
Third party 4 3.7
Total 107 100

CHART NO 4.15. HOW DO YOU MAKE PAYMENTS

MOSTLY WHEN SHOPPING ONLINE

3.70%
15%

2.80%
Debit card
Credit card
Cash on delivery
Third party

78.50%

- 36 -
INTERPRETATION

The above table shows that out of 107 respondents taken for the study,78.5% of the
respondents make their payment mostly when shopping online is cash on delivery,
15% of the respondents make their payment mostly when shopping online is debit
card,3.7% of the respondents make their payment mostly when shopping online is
third party, 2.8% of the respondents make their payment mostly when shopping
online is credit card.

INFERENCE

Hence majority of the respondents make their payment mostly when shopping
online is cash on delivery.

TABLE NO:4.16 HAVE YOU EVER FACED ANY PROBLEM IN

ONLINE PURCHASING

OPTIONS NO.OF.RESPONSES PECENTAGE %

Delay in delivery 28 26.2
Cheap quality 43 40.2
Damaged products 29 27.1
Non-delivery 5 4.7
Other 33 30.8

- 37 -
 CHART NO 4.16. HAVE YOU EVER FACED ANY PROBLEM
IN ONLINE PURCHASING

Other

Non-delivery

Damaged products

Cheap quality

Delay in delivery

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00%

INTERPRETATION

The above table shows that out of 107 respondents taken for the study, 40.2% of the
respondents faced problem in online purchasing is cheap quality.30.8% of the
respondents faced problem in online purchasing is other, 27.2% of the respondents
faced problem in damaged products, 26.2% of the respondents said ever faced any
problem in delay in delivery,4.7% of the respondents said ever faced any problem in
non-delivery.

INFERENCE

Hence majority of the respondents faced any problem in online purchasing is cheap
quality.

- 38 -
 TABLE NO:4.17 RANK YOUR PURCHASES WHEN YOU GO FOR AN
ONLINE SHOPPING

OPTIONS NO.OF.RESPONSES PERCENTAGE %

Apparels 14 13.1
Electronic goods 25 23.4
Accessories 47 43.9
Book 18 16.8
Beauty and personal care 51 47.7
products
Other 25 23.4

CHART NO 4.17. RANK YOUR PURCHASES WHEN

YOU GO FOR AN ONLINE SHOPPING

50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Apparels Electronic Accessories Book Beauty and Other
goods personal care
products

INTERPERATION

The above table shows that out of 107 respondents taken for the study, 47.7% of the
respondents said that things purchased from online shopping is beauty and personal
care products, 43.9% of the respondents said that things purchased from online
shopping is accessories, 23.4% of the respondents said that things purchased from
online shopping is electronic goods, 23.4% of the respondents said that things
purchased from online shopping is other, 16.8% of the respondents said that things
purchased from online shopping is book, 13.1% of the respondents said that things
purchased from online shopping is apparels.

- 39 -
 INFERENCE

Hence majority of the respondents said that things purchased from online shopping
is beauty and personal care products.

TABLE NO:4.18 RANK THE FACTORS WHICH YOU CONSIDER

IMPORTANT IN REFRAINING/STOPPING YOU FROM SHOPPING
ONLINE

OPTIONS NO.OF. RESPONSES PERCENTAGE %

Risk of identify theft 31 29.2
Difficulty in returning the 45 42.5
products/items
Delivery issues 28 26.4
More expensive than sold in 18 17
retail store
Other 22 20.8

CHART NO 4.18. RANK THE FACTORS WHICH YOU CONSIDER

IMPORTANT IN REFRAINING/STOPPING YOU FROM SHOPPING
ONLINE
26.40%

17%

42.50% 0.378

20.80%

29.20%

Risk of identify theft Difficulty in returning the products/items

Delivery issues More expensive than sold in retail store

Other

- 40 -
INTERPRETATION

The above table shows that out of 107 respondents taken for the study, 42.5% of the
respondents said that factors which consider important in refraining them from
shopping online is difficulty in returning the products/items, 29.2% of the respondents
said that factors which consider important in refraining them from shopping online is
risk if identify theft, 26.2% of the respondents said that factors which consider
important in refraining them from shopping online is delivery issues, 20.8% of the
respondents said that factors which consider important in refraining them from
shopping online is other, 17% of the respondents said that factors which consider
important in refraining them from shopping online is more expensive than sold in
retail shops.

INFERENCE

Hence majority of the respondents said that factors which consider important in
refraining them from shopping online is difficulty in returning the products/items.

- 41 -
 CHAPTER-5
FINDINGS, SUGGESTIONS AND CONCLUSION
OF THE STUDY

- 42 -
5.1 FINDINGS

From the questionnaire, the following points are founded and noted.

 Majority 84.1% of the respondents are 18-25 age group

 Majority 90.7% of the respondents are female

 Majority 56.1% of the respondents are under graduate

 Majority 59.8% of the respondents preferred websites is amazon

 Majority 42.1% of the respondents reason for shopping online is save time.

 Majority 87.9% of the respondents preferred medium for shopping online is

smart phone.

 Majority 78.3% of the respondents rated experience is satisfied.

 Majority 76.6% of the respondents feel secure when shopping online

 Majority 64.2% of the respondents said cash on delivery option influences you
to go for online shopping is agree.

 Majority 84.1% of the respondents like to do online shopping through e-

shopping app.

 Majority 53.3% of the respondents think features that are necessary for online
shopping websites is customer friendly.

 Majority 89.7% of the respondents think feature of tracking the order is an

important factor influencing the online shopping is yes.

 Majority 59.4% of the respondents said free shipping option motivates to shop
online is agree.

 Majority 93.5% of the respondents said yes they search for complete
information about the product on the internet before making online purchase.

 Majority 78.5% of the respondents make their payment mostly when shopping
online is cash on delivery.

- 43 -
  Majority 40.2% of the respondents faced any problem in online purchasing is
cheap quality.
 Majority 47.7% of the respondents said that things purchased from online
shopping is beauty and personal care products.

 Majority 42.5% of the respondents said that factors which consider important
in refraining them from shopping online is difficulty in returning the
products/items.

5.2 SUGGESTIONS
❖ Display all the available categories for shopping on the home page.

❖ Display all the subcategories on the home page, that are associated with any
particular item.

❖ Admin has the authority to add new particulars to the items list whenever
needed.

❖ Permission to the administrator to remove items, anytime.

❖ Allows the admin to modify the price of each item, whenever required or felt
like.

❖ Admin has the authority to update the description of each item.

❖ Permission to the admin to view information about each customer who

checkouts the items list.

❖ Admin should give assurity for each and every products quality.

❖ Firstly understanding the customer’s needs and wants is very essential for
building a relation with the customer keeping companies promises gives a
customer a reason to come back and meeting the expectations gives them a
reason to stay.

- 44 -
 5.3 CONCLUSION
A successful webstore is not just a good looking website with the dynamic technical
features but is also emphasis on the building the relationship with the customers with
making money. It shows the company value towards its customers over the website
communication. Customers needs and expectation are not the same age, gender,
experience, culture are all the important factors. Users with more online influence
focus on the variables that directly influence the task. To increase the online
purchases business must use the significant time and money, define, design,
development, implement, test and maintaining the webstore. To remine in the online
business a webstore should responding the customers emails, notifying the
customers problems and always being honest towards the customer.

Technology has made significant progress over the years to provide consumers a
better online shopping experience and will continue to do so for years to come. With
the rapid growth of products and brands, people have speculated that online
shopping will overtake in-store shopping. While this has been the case in some
areas, there is still demand for brick and mortar stores in market areas where the
consumer feels more comfortable seeing and touching the product being bought.
However, the availability of online shopping has produced a more educated
consumer that can shop around with relative ease without having to spend a large
amount of time. In exchange, online shopping has opened up doors to many small
retailers that would never be in business if they had to incur the high cost of owning
a brick and mortar store. At the end, it has been a win-win situation for both
consumer and sellers

- 45 -
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M. Dhanalakshmi, M. Sakthivel, M. Nandhini (2017) “A Study On Customer
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LINKS:

➢ https://researchwap.com/commerce/
➢ https://www.study24*7.com/amp/article/1717/
➢ https://medium.com/@nyxonedigital/
➢ https://www.lovelycoding.org/
➢ https://www.researchgate.net/
➢ https://www.slideshare.net/
➢ https://www.myadove.in/blog
➢ https://cdnpos.com

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 APPENDIX
A STUDY ON MEASURING THE EFFECTIVENESS OF ONLINE
SHOPPING

QUESTIONNAIRE:

1.Name of the respondents_______________

2.Age of the respondents.

a) Below 18
b) 18-25
c) 26-35
d) Above 35

3.Gender of the respondents.

a) Male
b) Female

4.Occupation of the respondents.

a) Students
b) Under graduate
c) Post graduate
d) Employee
e) Home maker

5.Which of the following websites do you prefer for online shopping?

a) Flipkart
b) Amazon
c) Ajio
d) Snapdeal
e) Other

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6.What are the reasons for e-shopping?

a) Save money
b) Save time
c) Convenient
d) Range and availability of a products
e) Other

7.Which medium do you prefer for online shopping?

a) Laptop/pc
b) Smart phone
c) Tablet

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

a) Very much satisfied

b) Satisfied
c) Not satisfied
d) Can’t say

9.Do you feel secure when shopping online?

a) Yes
b) No

10.Does cash on delivery option influences you to go for online shopping?

a) Agree
b) Disagree
c) Strongly agree
d) Strongly disagree

11.How do you like to do online shopping?

a) Through e-shopping websites or browser

b) Through e-shopping app

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12.Features you think are necessary for an online shopping websites to have?

a) Social networking integration

b) Multiple payment gateways
c) Customer friendly
d) Other

13.Do you think feature of tracking the order is an important factor influencing the
online shopping decision?

a) Yes
b) No

14.Does free shipping option motivates you to shop online?

a) Agree
b) Strongly agree
c) Disagree
d) Strongly disagree

15.Do you search for complete information about the product on the internet before
making online purchase?

a) Yes
b) No

16.How do you make payments mostly when shopping online?

a) Debit card
b) Credit card
c) Cash on delivery
d) Third party

17.Have you ever faced any problem in online purchasing?

a) Delay in delivery
b) Cheap quality
c) Damaged products
d) Non-delivery
e) Other

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18.Rank your purchases when you go for an online shopping?

a) Apparels
b) Electronic goods
c) Accessories
d) Book
e) Beauty and personal care products
f) Other

19.Rank the factors which you consider important in refraining/stopping you from
shopping online?

a) Risk of identify theft

b) Difficulty in returning the products/items
c) Delivery issues
d) More expensive than sold in retail store
e) other

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