A STUDY ON EFFECTIVENESS OF ONLINE SHOPPING IN AUTOMOBILE

INDUSTRY

19BAP619 – MINI PROJECT II

Submitted by

SUDARTHODI S
(REG NO: 713521BA881)

In partial fulfillment for the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

In
DEPARTMENT OF MANAGEMENT STUDIES

SNS COLLEGE OF TECHNOLOGY

(An Autonomous Institution)

(Affiliated to Anna University, Chennai)

COIMBATORE - 641035

DEC 2022
 SNS COLLEGE OF TECHNOLOGY
(An Autonomous Institution)

(Affiliated to Anna University, Chennai)

COIMBATORE– 641035

DEPARTMENT OF MANAGEMENT STUDIES

This is to certify that the Mini Project II Report entitled “A STUDY ON EFFECTIVENESS
OF ONLINE SHOPPING IN AUTOMOBILE INDUSTRY”

Is the bonafide record of Mini Project II work done by

SUDARTHODI S (REG NO: 713521BA881)

of
Master of Business Administration

during the year 2022-2023

Internal Guide HoD

Submitted for the Mini Project II Viva-Voce Examination held on__________

Internal Examiner External Examiner

 DECLARATION

I hereby declare that this Mini Project II Report entitled “A STUDY ON

EFFECTIVENESS OF ONLINE SHOPPING IN AUTOMOBILE
INDUSTRY” under the guidance of Ms.A.Hanis Sultana, Assistant
Professor, Department of Management studies, SNS College of Technology,
Coimbatore-35, has been submitted in partial fulfillment of the requirement for
the award of the degree of Master of Business Administration.

I also declare that this is my own work and has not been submitted for the award
of any other degree/diploma or other titles of any other universities.

Place: Signature of the Candidate,

Date: SUDARTHODI S

(REG NO: 713521BA881)

I certify that the declaration made above by the candidate is true.

Signature of the Guide,

(Ms.A.Hanis Sultana)
 ACKNOWLEDGEMENT
I would like to acknowledge the immense help of all those who contributed with
their valuable suggestion and timely assistance to complete this work. I thank
the almighty god for the blessings that have been showered upon me to
complete the Mini Project II successfully.

I extend my heart-felt gratitude to Dr. S.N. Subbramanian., M.Tech., Ph.D,

Chairman, SNS Institutions for providing us with all sorts of supports in
completion of this Mini Project II.

I am highly grateful to Dr. V.P. Arunachalam, B.E., M.E., Ph.D., Director,

SNS Technical Institutions for his valuable suggestions and guidance
throughout the Mini Project II period.

I sincerely thank Dr. S. Chenthur Pandian, M.E., Ph.D., LL.B., MISTE.,

FIE., MIEEE (USA)., Principal, SNS College of Technology for constant
encouragement and support to undergo the Mini Project II.

I express my gratitude to Dr. P. Krishnaveni, MBA, M.Phil, Ph.D HoD,

Department of Management Studies, SNS College of Technology for constant
encouragement and support to undergo the Mini Project II.

I take immense pleasure in expressing my humble note of gratitude to my

project guide Ms.A.Hanis Sultana, Assistant Professor, Department of
Management Studies, SNS College of Technology for her remarkable guidance
in the course of completion of this Mini Project II.

SUDARTHODI S
 Table of Contents

Chapter No. Title Page No.

List of Tables
List of Charts
Abstract 1

Chapter 1
I Introduction of the Study
1.1 Introduction 2
1.2 Statement of the problem 3
1.3 Objective of the study 3

1.4 Research Methodology

1.5 Source of Data 4

1.6 Sample Design

1.7 Statistical Tool Applied 5
1.8 Limitation of the study 5
II Chapter 2
Profile 6

III Chapter 3
Review of Literature 9
IV Chapter 4
Data Analysis and Interpretation 11
V Chapter 5
Findings, Conclusion and Suggestion
5.1 Findings 33

5.2 Suggestions 34
5.3 Conclusion 35

Questionnaire 36

Bibliography 40
 LIST OF TABLES

TAB LE PARTICULARS PAGE NO

4.1.1 Table showing the gender of the respondents 12

4.1.2 Table showing the age of the respondents 13

4.1.3 Table showing the marital status of the respondents 14

4.1.4 Table showing the occupation of the respondents 15

4.1.5 Table showing the educational qualification of respondents 16

4. 1.6 Table showing the income level of the respondents 17

4. 1.7 Table showing the time spent on online shopping by the 18

respondents
4. 1.8 Table showing use of internet for purchase by the 19
respondents
4. 1.9 Table showing automobile shopping by the respondents 20

4. 1.10 Table showing time saved online by the respondents 21

4. 1.11 Table showing source of motivation by the respondents 22

4. 1.12 Table showing the kinds of purchase by the respondents 23

4. 1.13 Table showing value of purchase by the respondents 25

4. 1.14 Table showing the mode of payments 26

4. 1.15 Table showing the problem faced by the respondents 27

4. 1.16 Table showing risk in online shopping by respondents 28

4. 1.17 Table showing choices in online shopping 29

4. 1.18 Table showing replacement offers 30

4. 1.19 Table showing the time limit for refund 31

4. 1.20 Table showing the level of satisfaction by the respondents 32

 LIST OF CHARTS

CHART PARTICULARS PAGE NO

4.1.1 Chart showing the gender of the respondents 12

4.1.2 Chart showing the age of the respondents 13

4.1.3 Chart showing the marital status of the respondents 14

4.1.4 Chart showing the occupation of the respondents 15

4.1.5 Chart showing the educational qualification of 16
respondents
4. 1.6 Chart showing the income level of the respondents 17

4. 1.7 Chart showing the time spent on online shopping by the 18

respondents
4. 1.8 Chart showing use of internet for purchase by the 19
respondents
4. 1.9 Chart showing automobile shopping by the respondents 20

4. 1.10 Chart showing time saved online by the respondents 21

4. 1.11 Chart showing source of motivation by the respondents 22

4. 1.12 Chart showing the kinds of purchase by the respondents 23

4. 1.13 Chart showing value of purchase by the respondents 25

4. 1.14 Chart showing the mode of payments 26

4. 1.15 Chart showing the problem faced by the respondents 27

4. 1.16 Chart showing risk in online shopping by respondents 28

4. 1.17 Chart showing choices in online shopping 29

4. 1.18 Chart showing replacement offers 30

4. 1.19 Chart showing the time limit for refund 31

4. 1.20 Chart showing the level of satisfaction by the 32

respondents
 ABSTRACT

Online reservations and purchases are the current trend in the Indian auto business. Every
business, including the auto industry, is gradually being affected by the internet. It raises
consumer awareness of the automobile and persuades them to buy. The sales process is
thought to be more significantly impacted by the internet, and this will undoubtedly result in
improved sales satisfaction. In this essay, consumer perceptions of how well online buying
works in the auto sector are analysed. Our goal was to establish an initial reference position
that was theoretically and empirically grounded. From this position, future research can
analyses and evaluate the influence that changes in the variables representing consumer
preferences and shifts in these preferences have on the market. Manufacturers gain a thorough
understanding of how to raise consumer happiness. The two independent variables have a
considerable impact on the satisfaction on the Internet, according to regression analysis.
Additionally, by correctly interpreting the parametric change in the regression analysis, we
can investigate the effects of potential (future) changes to the manufacturer's website on the
Internet, particularly in terms of maximizing the website's quality and user-friendliness in
order to keep repeat customers. Generalizing, we propose that by implementing the
recommended model, automakers can efficiently maximize the level of satisfaction of both
current and potential customers.

1
 CHAPTER – 1

INTRODUCTION OF THE STUDY

1.1 INTRODUCTION

Online shopping is a type of electronic commerce that enables customers to make direct
purchases from sellers using a computer browser and the internet. Customer loyalty is typically
used as the driving force behind the relationship between an individual's relative's attitude and
repeat business. The study only focused on the consumer's purchasing patterns. To evaluate the
customer's purchasing behavior and the level of satisfaction with the services provided by
Amazon.com, customer loyalty is used. Everything is available for purchase online, including
books, goods for the home, toys, electronics, and software. Additionally, because the internet
has many benefits, it has gained popularity among both adult and young shoppers in just a few
decades.

Over the past ten years, purchasing goods online as opposed to in-person has become a
significant trend among customers. Going into stores to physically touch and hold products,
consult skilled salespeople for guidance and assurance, and then make a purchase decision are
things of the past. The new wave of an online commodity system is bringing forth a distinct
purchasing experience and new customer behavior.

One of the terms that is used the most frequently today is "customer loyalty." Customers can
browse websites and make purchases while seated in front of a computer. Amazon should aim
towards these opportunities given that the internet offers a wide range of ways to get
information, provide a service, or buy a product. This will help it grow its client base and,
ultimately, make money.

The internet has made it possible for clients to immediately order the items they need, and as
a result, online shopping is now practiced everywhere or in every part of the world. The act of
purchasing goods and services from merchants online is referred to as online shopping.
Customers frequently use Amazon to buy variety of products. Online shopping is widely
utilized today since it makes it simpler for customers to select the many types of products they
want.

2
DEFINE:

Defining the problem is part of the process of shaping a point of view our own and others
about the problem. Therefore, the framing should inspire the group, the student, or the
entire class to find solutions.

1.2 STATEMENT OF THE PROBLEM

We face many millions of problems we enter the world of online shopping. Amazon also
one of the online shopping application sites that now a days reached to millions of people
everywhere.
Online shopping plays an important role in the modernization. Many o f the educated
people are using these websites and connected with mobile phones also. The attitude and
preference of consumers on purchasing products through online are affected by various
factors. In the current scenario, one of the leading online websites include includes amazon.
Taking this aspect into account, a study is to know consumer attitude and behaviour towards
online shopping.

1.3 OBJECTIVES OF THE STUDY

 To find out the benefits available on online shopping in automobile industry.

 To evaluate the factor that influences the customer self-satisfaction.
 To analyses the problems faced by the customers.
 To measure the effectiveness of online shopping in automobile industry.

3
IDEATION:

This process helps students to see things from different perspectives. It allows them to step
outside of what they might think is the obvious solution and instead generate ideas outside of
their own realm.

1.4 RESEARCHMETHODOLOGY

The quality of the project work will depend upon the methodology adopted for study.
Methodology is turn depends upon the nature of the project work. The use of proper
methodology is an essential part of any research. In order to conduct the research study,
scientifically certain measures and methods are followed.

1.5 SOURCE OF DATA

1.5.1 Primary data

We collected information from the subjects by means of a survey. Furthermore the

major technique that we used to approach our subjects was the intercept technique i.e.,
approaching them without prior notification or appointment. Personal intercept
interviews were used to collect information in a face-to-face situation.

1.5.2 Secondary data

The secondary data were collected from various journals, published research Articles,
various thesis.

1.6 SAMPLE DESIGN

Sampling Size 94

Sampling Technique: Convenient Sampling technique

Sampling Area : Coimbatore city.

4
1.7 STATISTICAL TOOL APPLIED

Data collected through questionnaire were presented in a master table. From the master
table, sub tables were prepared. In order to analyze and interpret the data, the following tools
were applied.

 Percentage Analysis.
 Rank Analysis.

1.8 LIMITATION OF STUDY

 The study was limited to Coimbatore city only.
 The sample was confined to 94 respondents.

5
 CHAPTER 2

INDUSTRY PROFILE

India’s annual production of automobiles in FY21 was 22.65 million vehicles, and 13 million
vehicles were produced between April-October 2021.The two wheelers segment dominates
the market in terms of volume owing to a growing middle class, and a huge percentage of
India’s population being young. Moreover, the growing interest of the companies in
exploring the rural markets further aided the growth of the sector. India is also a prominent
auto exporter and has strong export growth expectations for the near future. In addition,
several initiatives by the Government of India and major automobile players in the Indian
market is expected to make India one of the leaders in the two-wheeler and four-wheeler
market in the world by 2022.

For the calendar year (CY) 2021, all segments showed growth, and total sales increased by
5.8% to 18.49 million units, compared to 17.47 million units in January-December 2020.In
CY21, passenger vehicles sales increased by 26.6% to 3.08 million units, up from 2.43
million units in CY20. The total number of commercial cars sold was 677,119, up 34% from
505,102 in the previous year. In FY21, the total passenger vehicles production reached 22.65
million vehicles. Two wheelers and passenger vehicles dominate the domestic Indian auto
market. Passenger car sales are dominated by small and mid-sized cars. Two wheelers and
passenger cars accounted for 81.21% and 14.56% market share, respectively, accounting for
a combined sale of over 17.8 million vehicles in FY21.

In January 2022, total production of passenger vehicles, three-wheelers, two-wheelers and

quadricycles reached 1,860,809 units. In December 2021, the luxury car market registered
sales of 2,259 units, a YoY growth of 19.7%, with Mercedes Benz being the highest-selling
luxury car manufacturer. Passenger vehicle sales stood at 761,124 units for Q3
FY22.Automobile exports reached 4.13 million vehicles in FY21, growing at a CAGR of
3.47% during FY16-FY21. Two wheelers (79.38%), passenger vehicles (9.79%) and three
wheelers (9.52%) made up the majority of exports from India.
3680 premium motorcycles were sold in India in the year 2021. This was a 21% increase over
the 2020 numbers.

6
 In Q3 FY22, electric vehicle (EV) sales reached a new high of 5,592 units. Overall, in 2021,
329,190 EVs were sold in India, indicating a 168% YoY growth over last year’s sales of
122,607 units. According to NITI Aayog and Rocky Mountain Institute (RMI), India's EV
finance industry is likely to reach Rs. 3.7 lakh crore (US$ 50 billion) by 2030. A report by
India Energy Storage Alliance estimated that the EV market in India is likely to increase at a
CAGR of 36% until 2026. In addition, projection for the EV battery market is expected to
expand at a CAGR of 30% during the same period.

To keep up with the growing demand, several auto makers have started investing heavily in
various segments of the industry during the last few months. The industry attracted Foreign
Direct Investment equity inflow (FDI) worth US$ 30.78 billion between April 2000-
September 2021, accounting for 5.49% of the total equity FDI during the period.
Some of the recent/planned investments and developments in the automobile sector in India
are as follows:
 In February 2022, a memorandum of understanding (MoU) was signed between electric
two-wheeler company Ather Energy and Electric Supply Companies (ESCOMs) of
Karnataka for setting up 1,000 fast charging stations across the state.
 In February 2022, Tata Power and Apollo Tyres Ltd announced a strategic partnership for the
establishment of 150 public charging stations across India.
 In January 2021, leading commercial vehicle manufacturer Ashok Leyland teamed up with
Aidrivers, a global leader in AI-enabled autonomous solutions for industrial mobility, to
develop AI-enabled autonomous vehicles to fulfil the demands of a sustainable future.
 Two-wheeler EV maker HOP Electric Mobility, a diversified business venture of Rays
Power Infra, is looking at investing Rs. 100 crore (US$ 13.24 million) over the next two
years to expand manufacturing capacity for its EVs.
 In December 2021, TVS Motor Company and BMW Motorrad, announced a partnership in
the two-wheeler EV space, with plans to release their first electric two- wheeler within the
next two years.
 In December 2021, Hyundai announced plans to invest Rs, 4,000 crores (US$ 530.25
million) in R&D in India, with the goal of launching six EVs by 2028.

7
 In November 2021, Indian Oil Corporation (IOC) and two other public sector oil firms
announced that they will install 22,000 EV charging stations in India over the next 3– 5
years.
 In November 2021, Skoda Auto announced plans to locally manufacture electric cars in
India. However, the firm may bring its first EV, the Enyaq, through the CBU route, before
committing to local manufacturing.
 In November 2021, Hero Motor (HMC), the parent company of Hero Cycles, entered a joint
venture partnership with Yamaha, a Japanese two-wheeler major, to make electric motors
for e-bicycles for the global market.
 In October 2021, Tata Motors announced that private equity group TPG along with ADQ of
Abu Dhabi has agreed to invest Rs. 7,500 crore (US$ 1 billion) in its EV division.
 A cumulative investment of Rs. 12.5 trillion (US$ 180 billion) in vehicle production and
charging infrastructure would be required until 2030 to meet India’s EV ambitions.

8
 CHAPTER 3

EMPATHY:

Empathy is the first step in design thinking because it is a skill that allows us to understand
and share the same feelings that others feel. Through empathy, we can put ourselves in other
people's shoes and connect with how they might be feeling about their problem,
circumstance, or situation.

REVIEW OF LITERATURE

A literature review is the writing process of summarizing, synthesizing and/or critiquing the
literature found as a result of a literature search. It may be used as background or context for a
primary research project.

Anoop R Ohri, Dr. Sandhir Sharma (2018), In the past decade, the tools marketers use to
engage and influence customers have changed almost beyond recognition. The field of study
of consumer behaviour is not new and has been well researched; however, research is being
extended into new facets of the field. Simultaneously, with the all-pervasive nature of
technology today, the role of online medium in consumerism has also increased. The
objective of the present research is to investigate the previous studies conducted on the
sources of online information mediums used by consumers at the pre-purchase stages of
decision making, and the role of online information in pre-purchase decision making process
in new passenger car industry.

Anita Kshetri and Bidyanand Jha (2016), The changing online environment across the globe
has impacted various walks of consumer life. An ongoing investigation of the online
impact on consumption is evident worldwide. School of thoughts such as technology
shapes value, attitude and pattern or vice versa is not a new debate. Consumer’s
connectivity among themselves is far more impactful because of social networks. The social
media and networking sites have given enough room and access to the marketers as well as
consumers to create content which are readily available to the consumers. The time spent by
consumers on the online domains has thrown challenges to marketers in order to segregate
favourable and unfavourable aspects of their products or services.

9
Mutiat A. OGUNRINDE, Raheem A. Azeez, Maryam O. JIMOH(2014), Over the course
of the 20th century, the automobile rapidly developed from an expensive toy for the rich into
the de facto standard for passenger transport in most developed. The development of the
automobile built upon the transport revolution started by railways, and like the railways,
introduced sweeping changes in employment patterns, social interactions, and infrastructure
and goods distribution. A car dealership or vehicle local distribution is a business that
sells new or used cars at the retail level, based on a dealership contract with an
automaker or its sales subsidiary.

10
 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

The chapter deals with analysis and interpretation of the study “measuring the
effectiveness of online shopping in automobile industry”. Based on the data collected, the
collected data have been analysed using the following statistical tools.

1. Simple Percentage Analysis

2. Ranking Analysis

SIMPLE PERCENTAGE ANALYSIS

The percentage analysis is mainly to find the distribution of different categories of

respondents. As the value expressed in percentage it facilitates comparison and standardization.
This analysis describes the classification of respondents filling under each category.

FORMULA

Number of respondents

PERCENTAGE = * 100

Total number of respondents

RANK ANALYSIS

In statistics, ranking is the data transformation in which numerical or ordinal values are
replaced by their Rank when the data are sorted. For example, the numerical data 3.4, 5.2, 2.6,
7.3are observed, the ranks of these data items would be 2, 3,1and 4 respectively.

11
 TABLE NO - 4.1.1 GENDER OF THE RESPONDENTS

S.NO GENDER NO OF RESPONDENTS PERCENTAGE (%)

1 Male 49 52.1

2 Female 45 47.9

TOTAL 94 100

Source: Primary data

INTERPRETATION
It is clear from the above table that out of this total respondent taken for study 52.1% of
the respondents are Male and 47.9% of respondents are Female.

INFERENCE
Majority (52.1%) of the respondents are Male.

CHART NO - 4.1.1 GENDER OF THE RESPONDENTS

12
 TABLE NO - 4.1.2 AGE OF THE RESPONDENTS

S.NO AGE NO OF RESPONDENTS PERCENTAGE

(%)
1 Below 18 years 25 27

2 18-30 years 51 54

3 31-50 years 13 14

4 Above 50 years 5 05

TOTAL 94 100
Source: Primary data
INTERPRETATION
It is clear from the above table that out of the total respondents taken for study 27% of the
respondents are belonging to the age group of below 18 years, 54 % of the respondents are
belonging to the age group between 18-30 years, 14% of the respondents are belonging to the
age group between 31-50 years and 5% of the respondents are belonging to the age group of
above 50 years.

INFERENCE
Majority (54 %) of the respondents belong to the age group between 18-30 years.

CHART NO - 4.1.2 AGE OF THE RESPONDENTS

AGE OF THE RESPONDENTS

Above 50 years,
5%
AGE OF THE
31-50 years, 14% RESPONDENTS, Below 18 years,
0, 0% 27% Below 18 years
18-30 years
31-50 years
Above 50 years

18-30 years 54%

13
 TABLE NO - 4.1.3 MARITAL STATUS OF THE RESPONDENTS

S.NO MARITAL STATUS NO OF RESPONDENTS PERCENTAGE

(%)
1 Single 59 62.77

2 Married 35 37.23

TOTAL 94 100

Source: Primary data

INTERPRETATION
From the above table it is clear that out of this total respondent taken for study 62.77% of
the respondent are single, 37.23% of the respondents are married.

INFERENCE
Majority (62.77%) of the respondents are single.

CHART NO - 4.1.3 MARITAL STATUS OF THE RESPONDENTS

MARITAL STATUS

Married
37%

Single
Married

Single
63%

14
 TABLE NO - 4.1.4 OCCUPATIONAL STATUS OF THE RESPONDENTS

OCCUPATIONAL NO OF
S.NO PERCENTAGE
STATUS RESPONDENTS
(%)
1 Students 48 51

2 Employee 23 24

3 Business 13 14

4 Others 10 11

Total 94 100
Source: primary data
INTERPRETATION
From the above table it is clear that out of this total respondent taken for study that 51% of
the respondents are student, 24% of the respondents are Employee ,14% of the respondents are
Business and 11% of the respondents are doing others.

INFERENCE

Majority (51%) of the respondents are student.

TABLE NO - 4.1.4 OCCUPATIONAL STATUS OF THE RESPONDENTS

OCCUPATIONAL STATUS
60
student 51 %
50

40

30
Employee 24 %

20 Business 14 %
Others 11 %
10

0
student Employee Business Others

15
 TABLE NO - 4.1.5 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
EDUCATIONAL
S.NO QUALIFICATION NO OF RESPONDENTS PERCENTAGE
(%)
1 SSLC 04 04

2 Under graduate level 58 62

3 Post graduate level 12 13

4 Professionals 20 21

TOTAL 94 100

Source: Primary data

INTERPRETATION
From the above table it is clear that out of this total respondent taken for study that 62% of
the respondents have qualified to UG level, 21% of the respondents have qualified to Professionals,
13% of the respondents have qualified to PG Level, and 4% of the respondents are belong to SSLC
Level.

INFERENCE

Majority(62%) of the respondents belong to the category Under graduate level.

CHART NO - 4.1.5 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

SSLC
EDUCATIONAL QUALIFICATION 4%
Professionals
21%

Post graduate
level Under
13% graduate
level
62%
SSLC Under graduate level Post graduate level Professionals

16
 TABLE NO - 4.1.6 INCOME LEVEL OF THE RESPONDENTS

MONTHLY INCOME (IN

S.NO NO OF RESPONDENTS PERCENTAGE
RUPEES)
(%)
1 Below 20000 15 16

2 20001-30000 41 44

3 30001-50000 15 16

4 Above 50000 23 24

TOTAL 94 100

Source: primary data

INTERPRETATION
From the above table out of this total respondent taken for study that 44% of the
respondent’s monthly income is between 20001 and 30000, 24% of the respondent’s monthly
income is above 50000, 16% of the respondent’s monthly income is between 300001 and 50000,
16% of the respondent’s monthly income is below 20000.

INFERENCE

Most (44%) of the respondent’s monthly income is between 2000 and 30000

CHART NO - 4.1.6 INCOME LEVEL OF THE RESPONDENTS

FAMILY MONTHLY INCOME

Above 50000 24 %

30001-50000 16 %

20001-30000 44 %

Below 20000 16 %

0 5 10 15 20 25 30 35 40 45 50

17
 TABLE NO - 4.1.7 TIME SPEND ON ONLINE SHOPPING

S.NO ONLINE SHOPPING NO OF RESPONDENTS PERCENTAGE

(%)
1 Less than 1 Hour 65 69

2 1 Hour 20 21

3 2 Hours 06 06

4 Above 2 Hours 03 04

TOTAL 94 100
Source: primary data

INTERPRETATION
From the above table it is clear that out of this total respondent taken for study that 69% of
the respondents are spend the online shopping less than 1 hour, 21% of the respondents are spend
the online shopping 1 hour, 6% of the respondents are spend the online shopping 2 hour and 4%
respondents are spend the online shopping Above 2 hours.

INFERENCE

Majority (69%) of the respondents are spending the online shopping less than 1 hour.

CHART NO - 4.1.7 TIME SPEND ON ONLINE SHOPPING

TIME SPEND ON ONLINE SHOPPING

80 65 69
60
40 20 21
20 6 6 3 4
0
Less than 1 Hour 1 Hour 2 Hours Above 2 Hours
1 2 3 4

NO OF RESPONDENTS PERCENTAGE (%)

18
 TABLE NO - 4.1.8 USE OF INTERNET FOR PURCHASE

S.NO DAYS NO OF RESPONDENTS PERCENTAGE

(%)
1 1 Week before Purchase 20 21

2 10 Days before Purchase 24 26

3 At the time of Purchase 45 48

4 1 Month before Purchase 05 05

TOTAL 94 100
Source: primary data

INTERPRETATION

From the above table it is clear that out of this total respondent taken for study that 21% of
the respondents are usage of internet for purchase 1 week before, 26% of the respondents are usage
of internet for purchase 10 Days before, 48% of the respondents are usage of internet for purchase
at the Time and 5% of the respondents are usage of internet for purchase 1Month before.

INFERENCE

Most (48%) of the respondents are usage of internet for purchase at the Time.

CHART NO - 4.1.8 USE OF INTERNET FOR PURCHASE

USE OF INTERNET FOR PURCHASE

5
20

45 24

1 Week before Purchase 10 Days before Purchase

At the time of Purchase 1 Month before Purchase

19
 TABLE NO - 4.1.9 SHOPPING AUTOMOBILE ON ONLINE

S.NO MONTH/YEAR NO OF RESPONDENTS PERCENTAGE(%)

1 Less than 3 Months 06 6

2 3 Months to 6 Months 10 11

3 6 Months to 1 Year 11 12

4 Above 1 Year 67 71

TOTAL 94 100

Source: primary data

INTERPRETATION
From the above table it is clear that out of this total respondent taken for study that 6% of
the respondents are shopping Less than 3 Months, 11% of the respondents are shopping 3 Months
to 6 Months, 12% of the respondents are shopping 6 Months to 1 Year and 71% of the respondents
are shopping Above 1 Year.

INFERENCE

Majority (71%) of the respondents are shopping Above 1 Year.

CHART NO - 4.1.9 SHOPPING AUTOMOBILE ON ONLINE

SHOPPING AUTOMOBILE ON ONLINE

Above 1 Year 67
3
2 4

6 Months to 1 Year 11

3 Months to 6 Months 10
1

Less than 3 Months 6

0 10 20 30 40 50 60 70 80

20
 TABLE NO - 4.1.10 ONLINE SHOPPING SAVE YOUR TIME

S.NO FACTORS NO OF RESPONDENTS PERCENTAGE

(%)
1 Agree 65 69

2 Disagree 04 04

3 Neutral 25 27

Total 94 100
Source: primary data

INTERPRETATION
From the above table it is clear that out of this total respondent taken for study that 69% of
the respondent’s agree about the save the time by shopping Online, 4% of the respondent’s are
Disagree about the save the time by shopping online, 27% of the respondent’s are Neutral with
Time saving.

INFERENCE

Majority (69%) of the respondents agree with save the time by shopping on online.

CHART NO - 4.1.10 ONLINE SHOPPING SAVE YOUR TIME

ONLINE SHOPPING SAVE YOUR

TIME

1 Agree
27% 2 Disagre
e

4% 3 Neutral
69%

21
 TABLE NO - 4.1.11 SOURCE OF MOTIVATION

S.NO SOURCES NO OF RESPONDENTS PERCENTAGE

(%)
1 Friends 10 11

2 Relatives 05 05

3 Advertisements 25 27

4 Social Media 54 57

Total 94 100

Source: primary data

INTERPRETATION
The above table indicates that out of the total respondents taken for the study 11% of the
respondents are motivated their Friends, 5% of the respondents are motivated their Relatives. 27%
of the respondents are motivated with advertisements and 57%of the respondents are motivated
with Social Media.

INFERENCE

Majority (67%) of the respondents are motivated with Social Media.

NO - 4.1.11 SOURCE OF MOTIVATION

SOURCE OF MOTIVATION
5
10

54 25

1 Friends 2 Relatives 3 Advertisements 4 Social Media

22
 TABLE NO - 4.1.12 KINDS OF PRODUCTS PURCHASED

S.NO PRODUCTS NO OF RESPONDENTS PERCENTAGE

(%)
1 Tyre 59 63
2 Lighting assemblies 10 11

3 Car batteries 20 21

4 HD glass 05 05

Total 94 100

Source: primary data

INTERPRETATION
The above table indicates that, out of those respondents Opinion as various products, 63% of the
respondents are purchased the Cloths, Shoes and Jewellery, 11% of the respondents are purchased
Electronics and Computers, 21% of the respondents are purchased Health and Beauty Products
and 5% of the respondents are Purchased Provisions.

INFERENCE

Majority (63%) of the respondents are Purchased Cloths, Shoes and Jewellery.

CHART NO - 4.1.12 KINDS OF PRODUCTS PURCHASED

KINDS OF PRODUCTS PURCHASED

20 5

10 59

1 Tyre 2 Lighting assemblies 3 Car batteries 4 HD glass

23
 RANK ANALYSIS

TABLE NO - 4.2.1 FACTORS WHICH INFLUENCES TO SHOPPING WITH ONLINE

FACTORS Value 5 4 3 2 1 TOTAL RANK

No 12 37 15 10 20
Less price 293 3
score 60 148 45 20 20

Discounts and No 25 35 14 8 12
335 1
Offers Score 125 140 42 16 12

No 22 11 33 11 17
Fast Delivery 292 4
Score 110 44 99 22 17
No 4 17 23 30 20
Transaction 237 5
Score 20 68 69 60 20
No 12 23 37 15 17
Quality Products 310 2
Score 60 92 111 30 17
Source: primary data

INTERPRETATION

The above table indicates that, out of those respondents taken for the study, the respondents
have given top priority the Discounts and Offers to aware Shopping, followed by factors like to
Quality Products, Less Price, Fast Delivery and Transaction.

INFERENCE

It is concluded that the respondents have given top priority the Discounts and Offers
to aware the Shopping.

24
 TABLE NO - 4.1.13 VALUE OF PURCHASE

S.NO VALUES NO OF RESPONDENTS PERCENTAGE

(%)
1 Below Rs.20000 12 13

2 Rs.10000 to Rs.15000 32 34

3 Rs.50000 to 250000 22 23

4 Above 250000 28 30

Total 94 100

Source: primary data

INTERPRETATION
The above table indicates that out of the total respondents taken for the study, 13% of the
respondents are Purchases the Value of Below Rs.1000, 34% of the respondents are Purchases
the Value of Rs.1001 to Rs. 5000, 23% of the respondents are Purchases the Value of Rs.5001 to
Rs. 10000, 35% of the respondents are Purchases the Value of Above Rs.10000.

INFERENCE

Most (34%) of the respondents are Purchases the Value of Rs.1001 to Rs. 5000.

CHART NO - 4.1.13 VALUE OF PURCHASE

VALUE OF PURCHASE

13%
30% 1 Below Rs.20000
2 Rs.10000 to Rs.15000
34%
23% 3 Rs.50000 to 250000
4 Above 250000

25
 TABLE NO - 4.1.14 MODE OF PAYMENTS

S.NO MODES NO OF PERCENTAGE

RESPONDENTS (%)
1 Credit Card 5 5

2 Debit Card 14 15

3 Cash on Delivery 40 43

4 Mobile and Net Banking 35 37

Total 94 100
Source: primary data

INTERPRETATION
The above table reveals that out of the total respondents 5% of the respondents are to pay
withCredit Card, 15% of the respondents are to pay with Debit Card, 43 % of the respondents are
to pay with Cash on Delivery and 37% of the respondents are to pay with Mobile and Net
Banking.

INFERENCE

Most (43%) of the respondents are to pay with Cash on Delivery.

CHART NO - 4.1.14 MODE OF PAYMENTS

MODE OF PAYMENTS

5%
15% 1 Credit Card
37%
2 Debit Card

43% 3 Cash on Delivery

4 Mobile and Net Banking

26
 TABLE NO - 4.1.15 PROBLEM FACED BY SHOPPING WITH ONLINE PURCHASE

S.NO PROBLEMS NO OF RESPONDENTS PERCENTAGE (%)

1 Delay in Delivery 20 21

2 Cheap Quality Products 25 27

3 Damaged Products 40 42

4 Others 09 10

Total 94 100
Source: primary data

INTERPRETATION
The above the table shows that of the total respondents taken for study, 21% of the respondents
are problem faced by Delay in Delivery, 27% of the respondents are problem facedby Cheap
Quality Products, 42% of the respondents are problem faced by Damaged Products and 10 % of the
respondents are problem faced by others.

INFERENCE
Most (42%) of the respondents are problem faced by Damaged Products.

CHART NO - 4.1.15 PROBLEM FACED BY SHOPPING WITH ONLINE PURCHASE

PROBLEM FACED BY SHOPPING WITH ONLINE PURCHASE

10% 21%
1 Delay in Delivery
2 Cheap Quality Products
42%
27% 3 Damaged Products
4 Others

27
 TABLE NO - 4.1.16 ONLINE SHOPPING COULD BE A RISK

S.NO TOOLS NO OF RESPONDENTS PERCENTAGE(%)

1 Agree 20 21

2 Disagree 70 74

3 Neutral 04 05

Total 94 100

Source: primary data

INTERPRETATION
The table reveals that out of total respondents taken for study, 21% of the respondents are Agree
about the online Shopping Could be a Risk, 74% of the respondents are Disagree about Amazon
Shopping Could be a Risk and 5% of the respondents are Neutral with Online Shopping could be
Risk.

INFERENCE
Majority (74%) of the respondents are Disagree about Online Shopping could be a Risk.

CHART NO - 4.1.18 ONLINE SHOPPING COULD BE A RISK

ONLINE SHOPPING COULD BE A

RISK

4%
1 Agree
21%
2 Disagree
75%
3 Neutral

28
TABLE NO - 4.1.17 CHOOSING ONLINE SHOPPING INSTEAD OF TRADITIONAL
SHOPPING

S.NO FACTORS NO OF PERCENTAGE

RESPONDENTS (%)
1 Saves Time 35 37

2 Variety of Choices 35 37

3 Easy to Find products 17 18

4 Economical 07 08

Total 94 100
Source: primary data

INTERPRETATION
The table reveals that out of total respondents taken for study, 37% of the respondents are influences
Saves time and Variety of Products to choose online shopping, 18% of the respondents are influences Easy
to Find Products to choose Online Shopping and 8% of the respondents are influences Economical to
choose Online Shopping.

INFERENCE

Most (37%) of the respondents are influences Saves time and Variety of Products to choose online
shopping.

TABLE NO - 4.1.19 CHOOSING ONLINE SHOPPING INSTEAD OF TRADITIONAL

SHOPPING

CHOOSING ONLINE SHOPPING INSTEAD OF TRADITIONAL

SHOPPING

8%
18% 37% 1 Saves Time
2 Variety of Choices
37%
3 Easy to Find products
4 Economical

29
 TABLE NO - 4.1.18 REPLACEMENT OFFERS

S.NO FACTORS NO OF RESPONDENTS PERCENTAGE (%)

1 Yes 82 87

2 No 12 13

Total 94 100

Source: primary data

INTERPRETATION
The table reveals that out of total respondents taken for study, 87% of the respondents are said Yes
for Replacement offers and 13% of the respondents are said No for Replacement offers.

INFERENCE

Majority (87%) of the respondents are said Yes for Replacement offers.

CHART NO - 4.1.20 REPLACEMENT OFFERS

REPLACEMENT
OFFERS

YES NO
87% 13%

30
 TABLE NO - 4.1.19 TIME LIMIT FOR REFUND

S.NO LIMIT NO OF RESPONDENTS PERCENTAGE (%)

1 7 Days 65 69

2 15 Days 12 13

3 21 Days 10 11

4 1 Month 07 07

Total 94 100
Source: primary data

INTERPRETATION
The table reveals that out of total respondents taken for study, 69% of the respondents are to reveal
refund limit 7 days, 13% of the respondents are to reveal refund limit 14 days, 11% of the respondents are
to reveal refund limit 21 days and 7% of the respondents are to reveal refund limit 1 Month.
INFERENCE

Majority (69%) of the respondents are to reveal refund limit 7 days.

CHART NO - 4.1.21 TIME LIMIT FOR REFUND

TIME LIMIT FOR REFUND

7%
11%

13% 1 7 Days

69% 2 15 Days
3 21 Days
4 1 Month

31
 TABLE NO - 4.1.20 LEVEL OF SATISFACTION

Highly Highly
S.NO FACTORS Satisfied Neutral Dissatisfied
Satisfied Dissatisfied

42 20 20 05 07
1 Specifications
(45) (21) (21) (05) (08)

15 50 20 03 06
2 Delivery
(16) (54) (21) (03) (06)

46 15 09 10 14
3 Offer sales
(49) (16) (10) (10) (15)

55 30 05 02 02
4 Quality
(59) (32) (05) (02) (02)

40 25 20 05 04
5 Price (43) (27) (21) (05) (04)

Source: primary data

INTERPRETATION
The table reveals that out of total respondents taken for study, 45% of the respondents are Highly
satisfied with Specifications, 54% of the respondents are satisfied with Delivery, 49% of the respondents
are Highly satisfied with Offer sales and 59 % of the respondents are Highly satisfied with Quality and
43% of the respondents are Highly Satisfied with Price.

INFERENCE

Majority (59%) of the respondents are highly satisfied with Quality.

32
 CHAPTER 5

FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 FINDINGS

5.1.1 SIMPLE PERCENTAGE METHOD

 Majority (52.1%) of the respondents are Male.

 Majority (54 %) of the respondents belong to the age group between 18-30 years.
 Majority (62.77%) of the respondents are single.
 Majority(51%)of the respondents are student.
 Majority(62%) of the respondents belong to the category Under graduate level.

 Most (44%) of the respondent’s monthly income is between 20001 and 30000

 Majority(69%) of the respondents are spend the online shopping less than 1 hour.

 Majority (71%) of the respondents are shopping Above 1 Year.

 Majority (69%) of the respondent’s agreeing with save the time by online shopping.

 Majority (67%) of the respondents are motivated with social media.

 Majority (63%)of the respondents are Purchased tyre, seat cover, helmet.

 Most (43%) of the respondents are to pay with Cash on Delivery.

 Majority (42%) of the respondents are problem faced by Damaged Products.
 Majority (74%) of the respondents are Disagree about online Shopping could be a Risk.
 Most (37%) of the respondents are influences Saves time and Variety of Products to choose
online shopping.
 Majority (69%) of the respondents are to reveal refund limit 7 days.

 Majority (59%) of the respondents are highly satisfied with Quality.

33
5.1.2 RANKING ANALYSIS

 It is concluded that the respondents have given top priority the Discounts and Offers to aware
the Shopping.

5.2 SUGGESTIONS

It is concluded that most of the respondents have a good opinion about online shopping,
thoughthere are so many problems to be improved by the vendors and service providers.

These suggestions are as follows:

Internet environment has to be improved in the areas of art, dynamic and interactive
techniques. This improvement will give more visual appeal. In most of the websites the given
information, features about the product on the website and product received from the online vendor
are different. This will create lack of customer satisfaction. So the online vendor should take
necessary steps before dispatching the products to the consumer site. It creates good opinion about
the online vendor and creates repurchasing power of the respondents. Even though consumers are
educated they are not interested to purchase products through online because of infrastructure
shortage, they do not know how to order the product online and they have lack of confidence on
payments. So the vendor companies and online service providers have to create awareness to
consumers as how to order the online product.

34
5.3 CONCLUSION

Everything in today’s world is internet oriented like electronic data interchange, E-Mail, E-
Business and E-Commerce is exchange of information using network-based technologies. In the
present high cost situation, E-commerce can be used as a competitive strategy. It successfully
includesthe entire online process of developing, marketing, selling, delivering, servicing and paying
for products and services. Online shopping is a fast growing technology. Understanding customer’s
need for online selling has become challenge for marketers. Specially understanding the consumer’s
attitudes towards online shopping, making improvement in the factors that influence consumers to
shop online will help marketers to gain the competitive edge over other.

In conclusion, having access to online shopping has truly revolutionized and influenced our
society as a whole. This use of technology has opened new doors and opportunities that enable for a
more convenient lifestyle today. Variety, quick service and reduced prices were three significant ways
in which online shopping influenced people from all over the world. However, this concept of online
shopping led to the possibilities of fraud and privacy conflicts. Unfortunately, it has shown that it is
possible for criminals to manipulate the system and access personal information. By doing so, society
will continue to depend upon online shopping, which will allow it to remain a tremendous success.

35
 QUESTIONNAIRE

1. What is your gender?

a. Male

b. Female

2. What is your age?

a. Below 18 years
b. 18-30 years
c. 31-50 years
d. Above 50 years

3. What is marital status?

a. Single
b. Married

4. What is your occupation?

a. Student
b. Employee
c. Business
d. Other

5. What is your educational Qualification?

a. SSLC
b. Under graduate level
c. post graduate level
d. Professionals

6. What is your income level?

a. Below 20000

36
b. 20001-30000
c. 30001-50000
d. Above 50000

7. How much hours you spend on online shopping?

a. Less than 1 hour
b. 1 hours
c. 2 hours
d. Above 2 hours

8. What is your use of internet for purchase?

a. 1 week before purchase
b. 10 days before purchase
c. At the time of purchase
d. 1 month before purchase

9. Shopping automobile on online?

a. Less than 3 Months
b. 3 Months to 6 Months
c. 6 Months to 1 Year
d. Above 1 Year

10. Is online shopping save your time?

a. Agree
b. Disagree
c. Neutral

11. What is your source of motivation?

a. Friends
b. Relatives
c. Advertisements

37
d. Social media

12. What kind of products you have purchase online?

a. Tyre-car
b. Seat cover
c. Helmet
d. Side mirror

13. What is your value of purchase

a. Below Rs.10000
b. Rs.10001 to Rs.50000
c. Rs.50001 to 100000
d. Above 100000

14. What is your mode of payment?

a. Credit card
b. Debit card
c. Cash on delivery
d. Mobile and Net Banking

15. What is problem faced by shopping with online purchase?

a. Delay in Delivery
b. Cheap Quality Products
c. Damaged Products
d. Others

16. Is online shopping could be a risk?

a. Agree
b. Disagree
c. Neutral

38
17. Why do you choose online shopping instead of traditional shopping?
a. Saves Time
b. Variety of Choices
c. Easy to Find products
d. Economical

18. Is there replacement offer?

a. Yes
b. No

19. Is there time limit for refund?

a. 7 days
b. 15 days
c. 21 days
d. 1 month

20. Level of satisfaction based on the below factors?

a. Specifications
b. Delivery
c. Offer sales
d. Quality

21. Factors which influence to shopping with online?

a. Less price
b. Discounts and Offers
c. Fast Delivery
d. Transaction
e. Quality Products

39
 BIBLIOGRAPHY
Books

 Reserch methodology: methods and techniques - C.R.Kothari.

 S.P.S.S Professional statistics 7.5.

 Customer Satisfaction is Worthless, Customer Loyalty is Priceless - Jeffery Gitomer

 Customer Satisfaction: The Customer Experience Through the Customer’s Eyes.

Journals

 Vikash ,Vinodhkumar (2017) “A study on customer Perception toward online

Shopping” , IOSR journal of business and management, volume 19, issue 8.ver 1, pp 32-35
 Nandhini BalaSubramanium (2017) “A comparative study on customer satisfaction between
Amazon and flipkart customers in an education institutions”
 Dr. A.B. Santhi (2017) “A study on the customer satisfaction towards Online shopping in
Tirupati.
 Dr. M. Rafiya Meera (2017)4 “Preference of customers towards online shopping application
in the market”, imperial journal of interdisciplinary research (IJIR), Volume 3, issue 1, 2017

40