Dissertation Report on

A STUDY ON CONSUMER SATISFACTION OF NESTLE

PRODUCTS – WITH SPECIAL REFERENCE TO MAGGI
NOODLES

Submitted By:

SHIVANI SINGH

Enrollment No. : GGV/20/01496

Exam Roll No. : 23065138

DEPARTMENT OF COMMERCE

GURU GHASIDAS VISHWAVIDYALAYA , BILASPUR [C.G.]

SESSION:2025-26

UNDER THE SUVERVISION OF:

DR. MANISH SETH SIR

PROFESSOR
 DECLARATION

PROJECT TITLE:

‘ASTUDY ON CONSUMER SATISFACTION OF NESTLE

PRODUCTS – WITH SPECIAL REFERENCE TO MAGGI
NOODLES
’

I clarify that this project is my own work , based on my personal study and / or research and
that I have acknowledged all material and sources used in it’s preparation , ,whether they
may be books , articles , reports , note lectures , and any kind of document , electronic or
personal communication.
I also certify that this project has not previously been submitted for assessment in any
academic capacity and that I have not copied in part or whole or otherwise plagiarised the
work of other persons.
I confirm that I have identified and declared all possible conflicts that I may have.

Signed and Submitted

 CERTIFICATE

This is to certify that SHIVANI SINGH [ Exam roll no. :23065138] student of Bachelor Of
Commerce at Guru Ghasidas Vishwavidyalaya, Bilaspur [C.G.] has completed the
Dissertation Report on “A study on consumer satisfaction of Nestle products – with special
reference to maggi noodles” , in the Partial Fulfilment of the requirements for the Masters
degree under my guidance.
The report has been checked for plagiarism .

DR. MANISH SETH SIR

PROFESSOR
 ACKNOWLEDGEMENT

With profound sense of gratitude and regard , I express my sincere thanks to my guide and
mentor R/s DR. MANISH SETH SIR for the valuable guidance and the confidence he
instilled in me , that helped me in the successful completion of this project report.

Without his help ,this project would have been a distant affair , his thorough understanding of
the subject and professional guidance was indeed of immense help to me.

I am also greatly thankful to the faculty members of the institute who co-operated with me
and gave me their valuable time.

Date:
DR. MANISH SETH SIR
 EXECUTIVE SUMMARY

The objective of this research paper is to examine the customer satisfaction of the Nestle’s
Maggi noodles . As one of the world’s largest food companies , Nestle believes in the power
of food to enhance life. Research has demonstrated conclusively that it is far more costly to
win a new customer than it is to maintain an existing one. And there is no better way to retain
a customer than to know the level of customer satisfaction .
The focus of my research was the measurement of customer satisfaction provided by Nestle
maggi noodles . There can be no better opportunity to interact with the external as well as the
internal customers of an organization . Finally the results of the fact that keeping the
customer satisfied is the best strategy to not only retains the existing customers but also to
expand the business to new horizons.

To obtain primary data, a web-based survey is used. With a sample size of 100, the
convenient sampling procedure is utilised. A response rate of 86 persons out of 100 was
obtained. The data was analysed using SPSS software. For data analysis, we employed chi-
square and ANOVA. According to the research, the primary motivators for purchasing a
product online are convenience and time savings. The favourite shopping mode is related to a
customer's age and gender. A customer's income determines how frequently they shop online.
Only a small percentage of buyers are extremely loyal to their favourite brand.
.
 TABLE OF CONTENT
TOPIC PAGE NO.
1 - INTRODUCTION: 1-15
Introduction to commerce
Growth of online shopping
Rise of online shopping
Advantages of online shopping
Drawbacks
2 – LITERATURE REVIEW: 17-19
3 – RESEARCH METHODOLOGY: 21-22
Objective of study
Research design
Method of data collection
Primary information
Scaling techniques
Questionnaire design
Hypothesis
Research questions
Sampling size
Sampling frame

4 – DATA ANALYSIS: 24-34

5 – FINDINGS 36

6 – CONCLUSIONS & IMPLICATIONS: 38-42

Conclusion
Summary
Implications
Limitations
Recommendation
7 - APPENDIX 43-44
 LIST OF FIGURES :

No. of figures Page

no.
4.1 – Classification on basis of gender 24

4.2 – Age structure 25

4.3 – Most preferred website for online shopping 26

4.4 – Frequency of purchasing 27

4. 5 – Product category 28

4.6 – Reason for opting online shopping 29

4.7 – payment option preferred 30

4.8 – amount spent in online shopping 31

4.9 – any problem faced during online shopping 32

4.10 – in which field problem is faced 33

4.11 – whether problem is solved or not 34

 LIST OF TABLES:

No. of tables Page

no.
4.1 – most preferred website for online shopping 25

4.2 – frequency of purchasing 26

4.3 – product category mostly purchased 28

4.4 – reason for online shopping 29

4.5 – payment method preferred 30

4.6 – amount spent in online shopping 31

4.7- area of problem faced during online shopping 33

 ABSTRACT

Online purchasing has evolved into a new sort of retail shopping. It is now used throughout
the world, including India. This buying method is still not as well recognised or accepted in
many other nations, and while internet shopping in India is becoming more popular,

Several papers have been written to learn about the elements impacting the online purchasing
behaviour of Indian consumers. The primary goal of this research is to examine factors
influencing customer online shopping behaviour, which may be one of the most important
topics in the e-coconsumer behaviour since it is a complex socio-
technical phenomenon involving far too many variables. To look into these hypothesesThe
primary goal of this study is to examine factors influencing customer online shopping
behaviour, which may be one of the most important challenges in the e-commerce and
marketing fields. However, there is very little research regarding online consumer behaviour
since it is a sophisticated socio-technical phenomenon involving far too many variables.
 CHAPTER-1

INTRODUCTON
 Introduction to E-Commerce:
Internet is growing rapidly, and the new economy know as digital economy which conducts
business through internet and the world wide web. Internet has changed the human life by its
benefits and conveniences. It has made our life much easier and faster. Online Business is
one of its most comforting blessings. Online shopping or e-shopping is a form of electronic
market which enables the consumers to purchase goods or services from a large variety of
sellers over the web. In recent years India has seen an economic boom in e-commerce. This
revolution of e-commerce is majorly a result of innovation. E-commerce has increased the
elements of business and increased the competition in the market. In this modern era,
companies are letting no stone unturned to keep for connecting with the customers, attracting
and retaining them to maintain its position and name in this competitive market. After a long
term development of internet, world is seeing a rapid increase in web users and upgraded
internet connection with better quality and high speed, and a lot of new inventions have also
been developed and used for web developing, which leads to improvements in doing business
online what leads to firms can promote and improve images of products and services through
website. The internet has changed the way consumers make their purchases and sellers sell
their products and services to the customers. The act of exchange through buying and selling
of goods and services over internet is called E-COMMERCE. Almost anything can be
purchased through e-commerce today. E-commerce has made our lives so easy and
comfortable-may it be ordering food online and getting it delivered to ones doorstep, getting
salon at the comfort of one’s home, booking movie tickets or cabs, even booking and viewing
ones hotel room in advance. Lack of credit card availability, poor infrastructure, etc. For
many ears it has hampered the growth of this e-commerce. Revenue is a rare commodity in
many markets and is a major driver of risk. Also, instead of investing in building a housing
delivery team, brands were working on links to grocery stores, Indian Posts etc to increase
their delivery reach.
Also there are websites that play the third party role between sellers and buyers like Amazon,
Flikart, Snapdeal, Grofers etc. Earlier food to eat, cloths to wear and shelter to live were the
primary need but nowadays internet too has become a basic need. Internet has changed the
way customers shop and buy products and services. Both domestic companies and MNC’s
have started using the Internet as an arena to sell their product and services with benefits of
cutting marketing costs which adds up in reducing the cost of their item. Companies also
using internet to increase the communication with their customers to get the feedback and to
conduct satisfaction surveys. On the other hand, customers use the web not only to purchase
the product but to compare the prices, product features, best alternative and after use review
of the product by other customers. The important factors which influence consumer buying a
product online are information and features of the product, easy to buy, information available
to compare different products. The popular ecommerce websites are Amazon, e-bay, Flipkart,
Myntra, Snapdeal etc. India is one of the fastest growing online business markets around the
world. Due to the increased awareness, high employment and per capita income, there has
been an exponential rise in consumer demand and spending. Experiences like avoiding travel
to shop, time saved in bargaining, availability of much wider product range, product and
price comparisons and easy return policies has increased the craze of online shopping.
Almost all the e-commerce sites are giving easy return policies and cash on delivery which
gives a sense of security to the customers. The customer behavior is changing dramatically.
People are not only utilizing Web to book air tickets and movie tickets but they also do not
spare time in placing order for the purchase of costly products such as phones, laptops and
other electronic and home appliances

Key Derives Of The Growth Of Online Shopping Are:

• Rising living standards and spending power of middle-class households are key drivers of
Indian e-commerce growth.
• Busy lifestyle, insufficient time for offline shopping, and rising need for variety.
• E-commerce provides extremely handy services such as speedier delivery, a simple return
policy, cash on delivery, and cheaper prices.
• A significantly broader product range is available, along with product comparisons.
• Increase Mastercard use
• A growing youth population that spends significant time on the internet.
• Increased impact of social networking sites such as Facebook, Twitter, and Instagram,
among others. Many merchants use it as a terrific marketing tool and even as a platform to
promote their items.
• Simple and inexpensive Internet access
India's internet industry and market are expanding and improving on a daily basis.
The market is always developing as a result of our fast-paced lives, fierce competition, and
rising living standards. With a large scope of global investment, the rise of online business
organisations, and the admission of global brands, the future of online business in India
appears quite bright. The way Indian stores have evolved as the number of internet users has
increased, smart devices have been adopted, and data rates have decreased.

Rise of Online Shopping:

There are several causes for the rapid expansion of online shopping, which is one of the most
significant advantages of the rising web economy. For starters, the internet provides a number
of user-friendly options for users. Customers' time and efforts are obviously saved when they
purchase online. It also provides users with a diverse range of products and services on a
single platform, as well as price comparisons and timely deals and coupons. Furthermore, the
web may boost consumer productivity by meeting their demands more efficiently and
effectively than other channels. Customers who purchase online are presented with a
combination of images, sounds, thorough product descriptions, and user reviews to assist
them in selecting the best suited product.
Customers, however, face a few hazards while purchasing online, such as payment security
and after-sales support. Online payment has lately become a popular way to purchase online,
thanks to advances in internet technology. With the economy transitioning to a cashless
economy, online payment has grown rapidly. Paytm, Phonepe, Gpay, and more platforms
have been established to encourage internet payment in India. Cash on delivery is also an
option when shopping online. After Another approach to challenge a customer's inclination to
purchase online is through service and product quality. Unlike traditional sales, clients suffer
the same risks as others following the service do, particularly with regard to other
complicated commodities. To address this problem, the concept of refund and exchange has
expanded to a greater extent. Companies are developing novel concepts such as free delivery,
discounts, free gifts, cashbacks, exchange and simple return policies, and many more.

Advantages of Online Shopping:

Online shopping is a type of electronic market where customers may buy products or services
directly from a merchant.
Finding a product online is considerably easier and more appropriate than hunting for it in a
local store. Using the search engine function of an online shopping website, you can
effortlessly search for any product. With pricing and product comparison of different brands,
the product choice is surely larger than in local marketplaces.
Products may be cheaper in another nation: Products may be significantly cheaper in another
country than in your own. To save money, it might be prudent to make this purchase online.
Additionally, businesses offer timely sales to promote products that are not accessible in local
markets.
Save time and energy: We all lead busy lives these days, and internet buying makes things a
bit easier. Customers save a lot of time and energy when they shop online. Obviously, buying
your preferred goods and services with a single click at any time and from any location is far
superior to walking out to retail stores to purchase anything.
The most significant aspect of internet purchasing is the freedom of choice. Online shopping
allows us to choose from a wide variety of products that we would never be able to find at a
local store. Online buying provides you with a plethora of possibilities and the greatest
alternatives.
pricing flexibility: Online buying provides consumers with pricing flexibility. Customers may
compare prices.
Privacy: There are some goods that people would rather not buy in public. To retain your
desired privacy, they can purchase any thing from online web retailers anonymously.
E-Business: The expansion of internet business is assisting millions of people. People have
created tiny enterprises over the internet without investing big sums of money in
infrastructure or renting out storefronts. They may sell or purchase from the comfort of their
own home over the internet. Small artisans and employees are doing business all around the
country and even the world.
 Online buying has certain drawbacks:

1. Frauds in online shopping

Fraud in online shopping is the biggest disadvantage of online shopping. Many people
are attracted by great offers which seem too good to be true. Fake online shopping
portals display some great products on the website and attract customers to buy the
product. Usually, websites which sell fake products instead of the genuine article, do not
accept cash on delivery and request customers to make an online payment. But, in the
end, customers will either receive the fake product or they will not receive the product at
all. There are many cases of cybercrime where customers debit or credit cards details are
misused to make fraudulent transactions.
2. Delay in the delivery
In case of offline shopping, you can receive the product then and there. But, this does not
happen in online shopping. Even though it hardly takes 10-15 minutes to buy the product
online, by the time it reaches your hands, it would be more than 4-5 days. During the big
sales, e-commerce portals may take too long to deliver the product.
3. You can't touch the product
The sad part of online shopping is, you cannot touch the product and feel how it is. You
can just see the image and read the description. Online shopping is not suitable for
people who wish to buy the product only after trying it or by touching it.
4. You cannot bargain
Indians are good at bargaining. You can bargain only in case of offline shopping, not in
the case of online shopping. In online shopping, you get cashbacks, discounts, and
coupons, but this is not the same as bargaining. Trust me if one is good at bargaining, he
can save a lot of money during offline shopping.
5. Hidden costs and shipping charges
When you first see the product on a portal, it generally looks cheaper. But when you
proceed for the payment, the extra charges like shipping charges, tax and packing
charges are added. These charges will make the product expensive vis-a-vis the local
store. Some portals offer free shipping if you shop more than a certain amount.
Sometimes just to avail free shipping, you end up shopping more than your requirement.
6. Lack of interaction
In case of offline shopping, sales assistants shower personal attention on customers and
give complete details on the product. If you have any queries, you can ask right there.
But, this does not happen in the case of online shopping. All you can do is see the picture
and read the description. Some portals allow shoppers check the customer reviews.
7. Returning the product
There is an option to return the product, if you do not like it. But again, it is a big
headache. The return policy differs from one company to other. In case of some online
shopping portals, customers have to bear the cost of returning the product. If you return
the product, you will not be paid shipping charges which you had paid earlier. If you are
shopping for cosmetics like a lipstick, they can't be returned.
Have a complaint against any company? IndianMoney.com's consumer complaints portal
Iamcheated.com can help you resolve the issue. Just visit Iamcheated.com and lodge
your complaint.
 CHAPTER-2

LITERATURE REVIEW
Dr. Renuka Sharma, Dr. Kiran Mehta, and Shashank Sharma (2014) state in their paper
"Understanding Online Shopping Behaviour of Indian Shoppers" that the introduction of
online technology has created a new market for manufacturers and service providers as well
as a new platform for professionals to develop new marketing strategies. Consumers
frequently browse e-commerce sites. The ease and accessibility of these 24x7 establishments
has made purchasing much easier for customers all around the world.
Indian shoppers, like those in other nations, like internet shopping and use a range of online
shopping companies. Young people are highly appealing in the market and can play a
significant influence in the expansion of online buying behaviour in India. The bulk of
Internet users are young people.

Jarvelainen Jonna (2003) discusses the direct and indirect impacts of prior online shopping
experience on future purchasing channel choice in her paper "The Impact of Prior Online
Shopping Experience on Future Purchasing Channel" choice. The reasoning is based on the
technology adoption model and related media theory. The website's web survey is used to
collect information. The pre-online experience has a significant influence on the decision to
use the internet as a buying channel.
They discovered that simplicity of use and experience both affected the decision. Customers'
purpose and behaviour are influenced by the dialogue they have with customer service
representatives.

Rastogi Kumar Ankur (2010) indicates in his studies that consumer purchasing behaviour in
relation to internet shopping was investigated utilising several socioeconomic characteristics.
According to research, internet shopping has a promising future in India. The internet allows
consumers to buy products from anywhere and simply compare them. According to the
survey, the average number of male customers was greater than online purchasing, and all
respondents were aware of online buying. Most purchasers find it simple to shop online,
where they can find a wide range of items at affordable costs and with a number of payment
options.

Goswami Adrita, Baruah Pallavi, and Borah Sarat (May 2013) discovered that internet
marketing is a current means of selling a product or service in a targeted market throughout
the World in their paper "customer satisfaction towards online shopping with special
reference to teenage group of Jorhat town." According to the report, the majority of
customers are happy with internet purchasing. The study concludes that an online
marketplace should provide greater value than price even after the item has been sold. During
the competition, every online store needs prioritise customer happiness in order to remain
competitive and attract new customers.

Rengasamy Natrajan Balamurugan, Mahendran Satish, and Royalu Sivasubramanian

Sathyanarayanan (2013) attempted to study different consumer variables that influence
consumer's intention to buy online and to understand the consumer satisfaction level of online
purchase in their paper "consumer behaviour towards online shopping: A study with
reference to Coimbatore city." According to research, the perceived 10 hazards, ease of use,
and quality of the online shopping goods all have a major influence on the consumer's
willingness to buy. Retailers should concentrate on topics like product delivery, transaction
security, packaging, and so on. It is critical to give enough comparison information to assist
the customer in making better decisions. Better customer handling will boost online
purchasing by providing better customer care and responding to client queries more quickly.

Sharma Vishnoi Nidhi and Khattri Varsha (2013) discover that the industry is fast changing
in their paper study on "online shopping behaviour and its impact on online deal websites."
Everything, from the needle to the ship, is sold and purchased online.
With the advent of the internet and e-commerce, new marketing methods and services are
beginning to develop for many sorts of enterprises. Offering "deals" and "big discounts" is an
excellent practise. As a result, this study advises that quiet prospects, such as buying bargains
and discounts for coupons, and advertising should concentrate on growing awareness of the
availability of products and services and developing responsiveness. Relying on security will
result in a repurchase. Consumers' chosen payment option includes a trust component.

In their research "Perception of Youth Towards Online Shopping," Malviya Surendra and
Sawant Chetna (2014) discovered that youth perception moves to online purchasing.
Because trusted one-on-one ticket-buying, booking, and shopping is just one step away. It
covers Indore students, and the study's major goal is to discover what decisions are connected
to young people's perspectives on internet buying. And this study discovers six things: web
site quality, web portal usage, security and 11 other policies, straightforward payment and
delivery, pre- and post-trust marketing services, and dependence on the web portal. All six of
these elements lead to a more youthful appearance.

Dr. G.K. Deshmukh and Dr. Sanskrity Joseph According to his study "Online shopping in
India: An inquiry of consumers worldwide," That online purchasing is not the same as
conventional consumer shopping. Buyers in conventional markets may touch and feel the
items before purchasing them, however in visible marketplaces, the things can only be
assessed by appearance. Customers are provided online shopping since they can buy anytime,
anyplace, or anything while comparing pricing, product characteristics between the types
accessible, and items.
Online buying may be made more appealing by assuaging consumers' concerns about
financial and security issues. Online shopping firms' websites should be user-friendly and
entertaining enough to keep customers interested.

Prof. Pritam P. Kothari and Prof. Shivganga S. Maindargi (2016) published a paper titled "A
research on customers' attitudes towards internet shopping in India and its impact:states that
Because of changes in the telecommunications industry, no. Internet users are increasing in
India, and customers are using the internet to purchase online. Most customers believe that
firms' shipping prices are excessively expensive, implying that companies lower shipping
charges or give free product delivery.Companies also utilise the Internet to transfer,
communicate, and share information in order to market a product, solicit feedback, and
perform customer satisfaction surveys. Customers that use the Internet not just to buy a
product online, but also to compare costs, product .

Abhishek Gupta, Naveen Kumar, and Upasana Kanchan (2015) According to his work "A
study of online purchase behaviour of customers in India," internet shopping has customer
information that greatly impacts purchasing intentions. According to the study's findings,
men are more likely to shop online, and those who want to purchase online are more likely to
be younger. The highest-paid and most educated demographics buy the most from e-
commerce websites. People are hesitant to make online purchases due to security worries.
Concurrently, many are averse to change due to technological challenges in internet buying.
Online retailers should focus on developing trusting connections between producers and
customers.

Dr. G.K. Deshmukh and Dr. Sanskrity Joseph According to his study "Online shopping in
India: An inquiry of consumers worldwide," That online purchasing is not the same as
conventional consumer shopping. Buyers in conventional markets may touch and feel the
items before purchasing them, however in visible marketplaces, the things can only be
assessed by appearance. Customers are provided online shopping since they can buy anytime,
anyplace, or anything while comparing pricing, product characteristics between the types
accessible, and items.
Online buying may be made more appealing by assuaging consumers' concerns about
financial and security issues. Online shopping firms' websites should be user-friendly and
entertaining enough to keep customers interested.
 CHAPTER -3

RESEARCH METHODOLOGY
 OBJECTIVE OF STUDY:

To examine how customers' attitudes have shifted from traditional businesses to online
purchasing platforms.
To investigate the influence of internet buying on increased market competitiveness.

RESEARCH DESIGN:

The structure and method of research design planning are analysed so that the research
question can be answered and the difference can be managed.
A research strategy or model is a blueprint for doing formal research and surveys. It is a
description of techniques and procedures for obtaining the data needed to solve the problem.
It determines the source and means for gathering information.
To collect data, a questionnaire and several formats will be evaluated.

Method of data collection:

Data collecting is a complex process of data gathering and estimation. Facts gathered from a
few sources are referred to as information. There are two types of data: primary data and
secondary data.

Primary information:
The primary data are those that are acquired directly from customers for the first time. It is
gathered using the Questionnaire approach. I've used Primary Data in this case. A
Questionnaire format was developed and delivered to consumers.

Measurement and scaling techniques:

Depending on the information needed, multiple choice and single choice questions were
utilised. The service quality of online retailers was evaluated using an itemised grading
system.

Design of the questionnaire:

Appropriate research was conducted, and numerous study goals were determined.
The exact data required was identified and research questions were developed. All of the
information requirements were taken into consideration when creating the questionnaire.
 HYPOTHESIS:
It’s the starting point of the study that translates research questions into predictions. It
provides a method for understanding how reliably one can extrapolate observed findings in a
sample under study to the larger population. There are two types of hypothesis:
Null hypothesis [Ho] :There’s no effect in the population .
Alternative hypothesis [Ha , H1]: There’s effect in the population.

RESEARCH QUESTIONS:

The following issues are addressed in this study: • What is the primary driving force behind
internet purchases?
• Does age have any bearing on preferred purchasing methods?
• Is there a connection between money and how often you shop?
• Is there a connection between gender and how often you shop?
• Which internet retailer is most popular in India?
• Do customers stick with their favourite online retailer?

Sampling size:

A random sample of 100 consumrs has been chosen. Although it appears to be a tiny sample,
the 86 replies I received out of 100 are sufficient to conduct an analysis and reach
conclusions.

Sampling frame:

A cross-section of customers must be included in the sample. I utilised a basic random

sample approach since I wanted to make sure that every buyer had an equal chance of being
chosen. This technique helped to accurately reach a conclusion.
 CHAPTER – 4

DATA ANALYSIS
There are a number of variables that drive consumers to choose online buying, including
convenience, accessibility, time savings, and others. Additionally, there are limiting
considerations including product risk, financial risk, and delivery problems.
This study sought to discover several factors influencing online purchasing and rank those
characteristics in order to assist online merchants in determining which factors encourage
consumers to choose online shopping and which factors prevent them from doing so.
Respondents were asked to select some of the most important reasons for buying and not
buying online based on a list of the likely qualities obtained from a thorough literature
research.

CLASSIFICATION ON THE BASIS OF GENDER:

Figure 4.1

Classification on the basis of gender refers to the categorization or grouping of individuals

based on their gender identity , which include male, female and non- binary genders. Here, I
have received 37 responses of females and remaining 49 males have responded .

CLASSIFICATION ON THE BASIS OF AGE:

 Figure – 4.2
Age can be used as a basis for classification in various contexts such as demographics, legal
rights, developmental stages and social groups. Here we can see that highest respondents are
of 20-21 age group .

MOST PREFERRED WEBSITE FOR ONLINE SHOPPING:

S.No. Website No. of users

1 Flipkart 56
2 Amazon 17
3 Myntra 9
4 Meesho 3
5 Other 1

Table – 4.1

According to the survey , majority of the people preferred flipkart with 65.1% of votes over
the other shopping websites. Secondly , comes amazon with 19.8% followed by myntra and
meesho . So, flikart is the most liked website for online shopping over the rest of other
websites.
 Figure -4.3

FREQUENCY OF PURCHASING:
s.no. Frequency No.

1 Regularly 36

2 Rarely 47

3 Never 1

4 Ocassionally 1

5 Sometimes 1

Table – 4.2
 Figure – 4.4

Majority of the respondents had rarely bought online anything. Total 47 frequencies which is
the 54.4% of the total respondent ; highest among the other segmentation of frequency.
41.9% of the respondents have been regularly purchasing the proudcts through online sites.
Remaing are the persons who have occasionally , sometimes or had never bought the goods
through online sites.

PRODUCT CATEGORY MOSTLY PREFERRED DURING ONLINE

SHOPPING:
 Figure - 4.5
S.No. Product Category No. of
users
1 Beauty & Cosmetics 8

2 Grocery 3
Table
3 Clothing 43 – 4.3

4 Electronic gadgets 28

5 Sports kit 1

6 Books& Decorative items 1

7 Books 2

REASON FOR OPTING ONLINE SHOPPING:

S.No. Reason No. of users

1 Low price 23

2 Time saving 4
 3 Wide range of product 35

4 Convenience 24

Figure - 4.6

Table – 4.4
As analysed from the result in online shopping, most of the consumers go with the online
shopping due to the wide range of product availability ,i.e, 35 respondents have opted for
this. Followed by 24 respondents go with the convenience in purchasing the product through
online. 26.7% find low price as important factor while purchasing the product online instead
of oofline. The remaining respondents fall under the category where they do purchasing of
goods online as they finds it more less time taking instead of visiting the offline stores for
purchasing.

PAYMENT OPTION PREFERRED:

Figure -4.7

S.no. Method No. of users

1 COD 61

2 Credit/ Debit Card 16

 3 E-Wallets 6

4 Other 3

Table – 4.5

AVERAGE AMOUNT SPENT IN ONLINE SHOPPING DURING LAST 6

MONTHS:

S.No. AVG. Amount No. of users

1 100-1000 26

2 1000-5000 32

3 5000-10000 13

4 10000&more 15

Table -4.6

Figure – 4.8
From the above figure – 4.8 , we can say that 37.2% respondents have spend approximately
5000/- in last six months in online purchasing ;
followed by the group of 30.2% of respondents who have spend their approximately only
1000/- in past six months.
15.1% have spent under 10000/- but there are remaining respondents who have spent more
than 10000/- while purchasing online in last six months.
Thus, respondents like to spend their preferred amount on online shopping as per their
convenience.

WHETHER PROBLEM HAS BEEN FACED OR NOT DURING ONLINE

SHOPPING:

Figure 4.9

CATEGORY OF PROBLEM FACED DURING ONLINE SHOPPING:

As per the figure – 4.9 clearly specifies that 46.5% repondents find difficulty in the online
shopping. So it is necessary to find that in which field they find the diffulties while
purchasing the goods online.
So, through figure 4.10 we can find out the areas of diffulties faced by the respondents while
purchasing the goods online.
From the figure 4.10 , it is clear thar 37.2% of the respondents finds difficult to retrun the
produt , purchased online. 28.2% of the respondents finds diffulty while delivery of the
goodstakes place. Some repondents finds warranty issues while reamining of the respondents
have other issues while purchasing the goods online.

Figure – 4.10

Table – 4.7

Issues No. of users

S.No.

1 Delivery issue 22

2 Warranty issues 23

3 Retruning the product 29

4 other 4
 WHETHER THE PROBLEM SOLVED OR NOT:

Figure – 4.11

We can clearly see that, online sites have significantly solved the problems of the majority of
respondents who faced some issues while purchasing the goods online. Although , 10.3% of
the repondents says that their problem has not been solved by the online sites .
CHAPTER – 5

FINDINGS
Yes, the majority of responders shop online.
• The majority of respondents believe that Flipkart is the most trustworthy online retailer.
• The vast majority of respondents rarely favour online purchasing.
• The majority of respondents have confidence in the things they buy online, and very few
people think they are not branded.
• When shopping online, respondents do worry about the quality of the goods.
• The respondents do occasionally feel taken advantage of when making internet purchases.
• They do believe that the most crucial aspect of online purchasing is the price.
• When purchasing things online, they are budget conscious.
• They are worried about both the cost and the calibre of the goods.
• It's true that they compare the brands to make sure they're getting the greatest deal.
• Customers are drawn to the merchandise by the savings that internet shops give.
• Customers' intentions to purchase a product they would not have otherwise needed are
influenced by discounts.
• It is true that discounts affect consumers' brand preferences and encourage them to purchase
more during sales.
• Customers do feel satisfied while buying on discounts.
 CHAPTER – 6

CONCLUSIONS & IMPLICATIONS

 CONLUSION:

With all the information and its analysis, we can draw the conclusion that online platforms
are outperforming offline platforms, which is a greater accomplishment for both customers
and stores.
Online retailers have a sizable market opportunity to seize, and this opportunity will grow
over time as the dynamic environment and ongoing technological advancements drive offline
customers to online retailers.
This trend will follow a very organised path from developed to developing nations, urban to
rural cities, and so on and so forth.
It would be reasonable to assume that even if customers lose their shopping experience, they
are happy to give it up for the price and convenience of buying since they value it so highly.
In conclusion, it can be said that although online platforms are expanding exponentially, they
are also providing offline markets a chance to join them there.
For offline businesses, joining these online platforms might be the next step in their
continued expansion.
And with regard to online platforms, we can claim that their aggressive marketing strategies
are undoubtedly helping them increase their market presence and share, with devoted clients
growing with time and having a majority of excellent word of mouth marketing for the
product.
For marketers, figuring out the wants and preferences of online buyers is challenging.
Marketing professionals may get a competitive advantage over their rivals by better
understanding consumer purchasing behaviour with regard to online shopping, enhancing the
factors that motivate consumers to purchase online, and concentrating on factors that
motivate consumers to shop online.
Internet marketers therefore focus on spreading awareness of their company and product
availability across all industries and customer groups, offering special discounts and offers to
all consumer categories depending on age groups.
Customers expect to purchase goods using cash on delivery in some areas, therefore
marketers set up more permanent cash on delivery sites. This study found that if internet
marketers put more of an emphasis on creating brand recognition, offering services that
people want.

SUMMARY:
After all the analysis and findings , we can conclude that the ajority of the repondents prefer
flipkart as compare to the other websites , i.e.,65.1% and secondly most preferred site is
amazon.
Clothing is the most purchased item by the respondents as per the analysis done as 50% of
the respondents have opted this folowed by electronic gadgets with 32.6%.
Above all the other factors , availability of wide range of products makes people to choose
online shopping over the offline shopping with 40.7%.
Although , there are variety of payment options available in the nline shoppingbsites, but
around 70.9% of the respondents still go with COD over the other options for payment.
Inspite of good performance of the online shopping sites, about 46.5% of the respondents
have faced problem while doing online shooping and remaining respondents haven’t faced
problem while shopping online.
These 46.5% respondents who faced problem while shopping; they faced issue while
returning the roduct they received.
But, these online sites have tried tehir most to solve the problem of their respondents and thus
89.7% of the respondent’s problem has been solved by the online shopping.

IMPLICATIONS:

The majority of research on online consumer behaviour has been concentrated on identifying
the numerous elements that affect consumers' decision-making. The current study
additionally considers the interdependence of the numerous variables, such as age, gender,
income, and favourite purchasing method.
This study makes it possible for academics and researchers to acknowledge that there is a
connection between age, gender, and favourite purchasing method. The annual family income
and the customer's gender have an impact on how frequently they shop.
According to this study, most clients are not very loyal to their favourite online retailer. This
study serves as a foundation for future research on consumer loyalty and the influence of
other demographic factors on buying preferences.
The finding has several useful ramifications for online retailers. They will benefit from
knowing which gender and age group prefer them to offline mode.
For the market segment that exhibits a little bit of reluctance to purchase, certain techniques
must be developed. To entice certain sectors, specific incentives and digital marketing should
be offered.
Companies are able to present the idea in commercials and posters by understanding what
drives clients to make online purchases. The results of this study can assist them in
developing effective methods to draw in new clients and keep existing ones. Additionally,
this report advises organisations to consider client loyalty. Considering that a very small
fraction of customers never move stores.
The majority of respondents agreed that it was difficult to return the items, thus we
recommend that each vendor open a district-based customer support centre where issues may
be handled quickly.
Following the survey, we discover that the psychological risks, disappointments, and
frustrations associated with online buying are mostly due to the loss of private information.
For the purpose of sending spam emails or mails, third parties may track, gather, and share
personal information online.
The Federal Trade Commission (FTC) has the legal authority to forbid websites from
collecting information through "unfair and deceptive" commercial practises, but it is unable
to completely regulate all online activity.
The majority of respondents are aware of the quality of the things that are ordered online.
They claimed that the major issue was that the things they received were drastically different
and frequently discovered to be broken.
We advocate that receivers only get goods once they have been physically verified, which
should take place in front of the hawkers. If the goods match the online description and are in
excellent condition, they should be delivered; otherwise, they will be returned to the
suppliers.
Through this study, we discovered that respondents' demographic characteristics—including
age, education level, and income—were generally in favour of online shopping, although the
rate is higher for respondents who are younger, have higher levels of education, and earn
more money.
It implies that there is a great need for an online buying awareness initiative. The
government should make plans to educate the public about online purchasing using loud
speakers, leaflets, wall writings, radio, television, and the internet.
 LIMITATIONS:

The respondents' responses heavily depend on their state of mind and level of interest, and as
a result, accuracy can occasionally vary.
Due to time restrictions, a minimal sample size was used for the study.
Not everyone is completely honest when answering the questionnaire, and the majority of
responders are puzzled themselves.
I made an effort to obtain questionnaire responses from practically all age categories, but
sadly, most of the responders
were young people.

RECOMMENDATION:

According to my findings, I would strongly advise online retailers to foster consumer trust.
Add a new option that allows you to purchase something now and pay for it later by paying
the balance within a month of the purchase. Additionally, to create their own app, making
purchases simple for customers.
In order to maintain a stable business model in the future, it is crucial to have a large market
reach, and that is only possible through an inclination of online and offline channels to
provide customers with a comprehensive shopping experience.
With regard to the consumers, it is evident that there are both advantages and disadvantages
to online shopping. However, even though relatively few customers have experienced fraud,
price still plays a significant role in determining whether a purchase will be made online or
offline, followed by the belief that "everything online is branded" and, last but not least,
shopping convenience.
Therefore, online platforms may continue to work on and around these three pillars to grow
in order to improve their market share and gradually attract more devoted customers.
Through this study, we discovered that respondents' demographic characteristics—including
age, education level, and income—were generally in favour of online shopping, although the
rate is higher for respondents who are younger, have higher levels of education, and earn
more money. It implies that there is a great need for an online buying awareness initiative.
The government should make plans to educate the public about online purchasing using loud
speakers, leaflets, wall writings, radio, television, and the internet.
 REFERENCES:

 Dr. Renuka Sharma, Dr. Kiran Mehta, and Shashank Sharma (2014) state in their
paper "Understanding Online Shopping Behaviour of Indian Shoppers"
 Jarvelainen Jonna (2003) "The Impact of Prior Online Shopping Experience on Future
Purchasing Channel" choice.
 Rastogi Kumar Ankur, July (2010) A Study of Indian Online Consumers & their
Buying Behaviour. Pg[80-82]
 Goswami Adrita, Baruah Pallavi, and Borah Sarat (May 2013) Customer Satisfaction
Towards Online Shopping with Special Reference to Teenage Group of Jorhat Town.
 Rengasamy Natrajan Balamurugan, Mahendran Satish, and Royalu Sivasubramanian
Sathyanarayanan (2013) "consumer behaviour towards online shopping: A study with
reference to Coimbatore city."
 Sharma Vishnoi Nidhi and Khattri Varsha (2013) "online shopping behaviour and its
impact on online deal websites."
 "Perception of Youth Towards Online Shopping," Malviya Surendra and Sawant
Chetna (2014) discovered that youth perception moves to online purchasing.
 Prof. Pritam P. Kothari and Prof. Shivganga S. Maindargi (2016) "A research on
customers' attitudes towards internet shopping in India and its impact Pg[1-10]
 Abhishek Gupta, Naveen Kumar, and Upasana Kanchan (2015) "A study of online
purchase behaviour of customers in India
 Dr. G.K. Deshmukh and Dr. Sanskrity Joseph (2006) "Online shopping in India: An
inquiry of consumers worldwide, That online purchasing is not the same as
conventional consumer shopping”
 https://www.worldwidejournals.com/paripex/article/customer-satisfaction-towards-
online-shopping-with-special-reference-to-teenage-group-of-jorhat-town/MzI0NjA=/
 https://www.researchgate.net/publication/323810705_
 https://scholar.google.co.in/citations?
view_op=view_citation&hl=en&user=QAp95JMAAAAJ&citation_for_view=QAp95
JMAAAAJ:EUQCXRtRnyEC
 APPENDIX:
[Questionnaire]

E-Mail:

Name:

Age:

Gender:

Which website do you prefer mostly for online shopping?

 Amazon
 Flipkart
 Myntra
 Messho
 Other

How often do you purchase online [ frequency]?

 Regularly
 Rarely
 Never
 Occasionally
 Sometimes

Which product category you purchase commonly throughonline shopping?

 Beauty & Cosmetics
 Grocery
 Clothung
 Electronic gadgets
 Sports kit
 Books & Decorative items
 Books
Why do you prefer online shopping?
 Low price
 Time saving
 Wide range of products
 Convenience

Which payment option you preferred mostly?

 COD
 Credit card / Debit card
 E-wallets
 Other

Average amount spent in online shopping in last 6 months:

 100 -1000
 1000 – 5000
 5000 – 10000
 10000 or more

Have you faced any problem while online shopping?

 Yes
 No

In which field you faced problem while online shopping?

 Delivery issues
 Warranty issue
 While returning the product
 Other

Whether your problem has been solved or not?

 Yes
 no