A RESEARCH REPORT

ON

<A STUDY ON FACTORS INFLUENCING TOWARDS ONLINE BUYING

BEHAVIOR ON CUSTOMER TOWARDS KIDS PRODUCT WITH
REFERENCE TO RAIPUR>
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Submitted in partial fulfilment for the award of the degree

Master of Business Administration

Chhattisgarh Swami Vivekananda Technical University, Bhilai

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Submitted by,

D Apoorva

AAXX812

MBA – Semester 2nd

(2023)
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Approved By, Guided By,

Dr. Souren Sarkar Prof. Vinita Rai
Head of the Department

Shri Shankaracharya Technical Campus

Faculty of Management Studies
Junwani, Bhilai (C.G.) - 490020
ANNEXURE II: DECLARATION BY THE CANDIDATE

I the undersigned solemnly declare that the report of the research work entitled < A STUDY ON FACTORS

INFLUENCING TOWARDS ONLINE BUYING BEHAVIOR ON CUSTOMER TOWARDS KIDS PRODUCT WITH

REFERENCE TO RAIPUR >is based on my own work carried out during the course of my study under the

supervision of < Prof. Vinita Rai >.

I assert that the statements made and conclusions drawn are an outcome of my research work. I

further declare that to the best of my knowledge and belief the report does not contain any part of any work

which has been submitted for the award of MBA degree or any other degree/diploma/certificate in this

University or any other University of India or abroad.

_________________
(Signature of the Candidate)

Name: D Apoorva
ANNEXURE III: CERTIFICATE FROM THE SUPERVISOR

This is to certify that the work incorporated in the report< A STUDY ON FACTORS INFLUENCING TOWARDS
ONLINE BUYING BEHAVIOR ON CUSTOMER TOWARDS KIDS PRODUCT WITH REFERENCE TO RAIPUR >is a
record of research work carried out by < D Apoorva > bearing Enrollment No.: < AAXX812 > under my/our
guidance and supervision for the part fulfillment for the award of MBA Degree of Chhattisgarh Swami
Vivekanand Technical University, Bhilai (C.G.), India.

To the best of my knowledge and belief the Report

i) Embodies the work of the candidate him/herself,

ii) Has duly been completed,

iii) Is up to the desired standard both in respect of contents and language for external viva.

___________
(Prof. Vinita Rai)
Declaration by the Student
Certificate from the Supervisor / Company
Acknowledgments
Chapter 1. Introduction to the study
Chapter 2. Industry Profile
Chapter 3. Literature Review
Chapter 4. Research Methodology
Chapter 5. Data Tabulation, Analysis and Results
Chapter 6. Findings of the study
Chapter 7. Recommendations
Chapter 8. Limitations
Chapter 9. Conclusions

References
 CHAPTER 1

INTRODUCTION TO THE STUDY

CONSUMER BUYING BEHAVIOR:

Consumer buying behavior is the actions taken by consumers before purchasing, during
purchasing, and post purchasing of goods and services for personal and family use. Simply, it is a
buying behavior of final individual and household consumers who buy goods and services for
personal consumption.

Consumer buying behavior is also known as a consumer buying decision. A careful study of
customers‟ behavior in buying helps to understand their actions and reactions in the best possible
manner which ultimately increases the efficiency of the firms marketing plans and implementation.
Consumers are the decision-makers regarding the purchase of goods and services that satisfy their
current and future needs. As different people have different needs and want, consumers purchase
different products in different situations to meet their needs, and wants.

Some products are frequently purchased for daily use such as foods, clothes, shelter, etc., and
which also require low cost. Some products are occasionally purchased such as high fashion
clothes, an unfamiliar brand which requires to collect some information before purchasing those
products and is higher cost than regular products.

Today consumer behavior towards the business firm‟s products and services has a significant effect
on its performance. A better knowledge of target consumer buying decisions and processes helps
various businesses to tailor marketing strategies that lead to greater customer satisfaction, increases
the firm‟s profits, and provide greater sustainability.

TYPES OF CONSUMER BUYING DECISION

Generally, there are three types of consumer buying decisions, they are:
Routine Purchase Decision
Routine purchase decision refers to the purchase of products we are daily or regularly used to use
such as foods, milk, drinks, daily snacks, etc. It requires low involvement in purchasing as we
already know the features, pros, and cons of the products and services.
Here to purchase such products very little time is required and we do not need to gather any
information. E.g. you always used to eat Mcdonald‟s burgers, so whenever you feel hungry you
might go looking for one near Mcdonald‟s shop.

LIMITED PURCHASE DECISION

In limited purchase decisions, there is a moderate level of involvement in the products and services
which we occasionally used to purchase.

Here, we may be a little bit familiar with a product however we need to gather some information
before making an actual purchase. It requires to give more time on searching for information and
spend some more money than a routine purchase decision to execute a purchase.

EXTENSIVE PURCHASE DECISION

Extensive purchase decision requires a very high level of involvement while making any
purchasing decision. It is the most complex consumer buying decision as compared to routine and
limited purchase behavior. Consumers have to spend a lot of time on information and deciding.
These types of products also require a huge amount of money. For example, cars, houses, etc.

CONSUMER BUYING PROCESS

The consumer buying process or consumer decision process is a set of sequential steps followed by
consumers in the way of making any purchase. Although there are no hard and fast rules to go
through some sequential steps before purchasing, however, a rational consumer usually follows the
following five steps.

CONSUMER BUYING PROCESS

Need or Problem Recognition
The stages of the consumer buying behavior or process begin with the need recognition, the first
step. First, a buyer recognizes his problem or need. The unmet need always insists consumers buy
some products. It makes the consumer aware of want, desire, or problem without fulfillment of
such he may become dissatisfied.

A consumer‟s want or desire may be initiated by his self problem, by the influence of others, and
advertisements on TV or any publicity of the products or services.

Mainly there are two types of consumer need, functional need – is basic or actual need created by
internal stimuli without fulfillment of such need may create a problem on consumer‟s performance.
The second is psychological need – it is an optional need created by maybe some advertisements
which can be ignored in a particular situation.

For example, our want or desire is created by some events such as, in winter season we want to
wear thick and warm clothes, and in summer season we prefer cotton clothes. Unless and until a
desire or want is created, we will not initiate buying any products. Thus, the first stage of the
consumer buying process ended with the identification of desired product or service that satisfies
our need, want, or desire when it is consumed.
Information Search
After the recognition of the need or problem, the consumer starts searching for information that
may satisfy his or her need. While searching for information he may focus on products‟ brand,
quality, features, prices, warranties, suppliers, etc.

The searching and collection of the information depend upon the consumer‟s experiences and the
types of products. If he searches for regular products it may consume less time while expensive or
unsought products require a little bit more time.

Consumer search information helps him to reduce uncertainty and make the basis for alternative
evaluation. He may search for information in two ways, first, internal search – by retrieving the
knowledge and information stored in his memory. Second, external search – he can gather various
information from various sources other than his memory. He may contact his friends, relatives,
associates, read journals, advertisements, etc.
The consumer tries to gather as much as relevant information about related products from all the
possible sources for a better evaluation of the alternative.

ALTERNATIVE EVALUATION
Once the possible information is gathered on alternative products, they are analyzed and evaluated
to find out the best possible product that can satisfy the consumer to a great extent. Usually, the
careful evaluation of alternatives products goes through four-tiered tasks:

Cost Criteria: It may include cost, repairs, installment, operating cost, and cost of extras.
Performance Criteria: It may include durability, efficiency, economy, materials used, and
dependability.
Suitability Criteria: It may include brand style, and size.
Convenience Criteria: It is related to the comfort of the consumer while buying. It may include
where to buy, which store, which supplier, pay through check or cash, etc.
Most buyers do not go through this lengthy process. You may simply evaluate product alternatives
through cost, benefits, importance, beliefs, function, satisfaction level, etc.

After all these activities now the consumer has a clear picture of all alternatives. And, this stage of
consumer buying decision ended with the collection of the best products that have the potential to
satisfy the consumer‟s need or want.

PURCHASE DECISION

After the proper evaluation of product alternatives, now a consumer will go for a purchase
decision. A purchase decision means selecting the best alternative from all available.

Simply understanding, in this stage of consumer buying behavior the consumer makes an actual
purchase.
At this stage, the consumer also faces many decisions problems such as how to travel from which
store to buy, what brands to buy, what prices are acceptable, what products lines are desirable, etc.

The consumer doesn‟t need to purchase the product after the evaluation of alternative products. If
the consumer feels that the evaluated products do not perform well as they are supposed to, he may
either repeat the purchase decision on another product that satisfies his need or buy it.

POST PURCHASE DECISION

The post-purchase decision is the last step in the consumer buying process. It refers to the
comparison done by consumers as the purchased product either or does not meets the expected
expectations.

But most the typical buyers do not evaluate the performance of products purchased and consumed.
But a rational consumer usually evaluates the product in terms of product performance and the
satisfaction derived from the product. The level of satisfaction may be judged based on several
criteria such as:

Taste of the product

Quality of the product

Product performance

Service delivered by the seller

Shopping convenience

Cost different

If the consumer is fully satisfied with the above criteria, he will re-purchase the same product. A
satisfied consumer not only makes repurchases but may also motivate the other potential customer
to make the firm‟s products and may create several satisfied customers. While making a re-
purchase of the product, the purchase decision process directly affects his buying decision; he does
not have to repeat gathering information and evaluate alternatives and vice versa.

If the consumer is not satisfied with his purchase decision, he may make a new purchase decision.
In this situation, a consumer has to go through the whole buying process again. A dissatisfied
consumer not only cancels a new purchase decision but can damage the goodwill of the firm and
distract several other potential customers of the firm.

FACTORS INFLUENCING CONSUMER BUYING BEHAVIOR

Consumer buying behavior or decision is influenced by various factors. A short explanation of

these factors affecting consumer buying behaviour as follows:

Economic Factors. The economic level or income level of the consumer largely affects his pattern
of buying goods and services. The higher the income level of the consumer, the higher purchasing
power may he have and make purchases. A consumer‟s family income also affects his buying
behavior. Socio-Cultural Factors. It is related to the consumer and his family, society‟s beliefs,
values, spending patterns, and so on. One simple example, various cultures, and festivals have
greatly influenced the buying behavior of the consumer.

Psychological Factors. It is related to the consumer‟s various psychological matters such as

motivation, perception, personality, learning, personal beliefs, and attitudes.

Demographic Factors. The demographic factor of consumer buying behavior is related to age
structure, sex group, family size, occupation, education, marital status, religious group, etc.
Psycho-Analytic Factors. Last but not least, a psycho-analytic factor of consumer buying behavior
is related to consumers‟ intrinsic needs, id, ego, and superego.

CHAPTER 2
INDUSTRY PROFILE
 FIRSTCRY

type of business private

type of site e-commerce

available in english

founded 2010; 13 years ago

headquarters pune, maharashtra, india

area served india

owner brainbees solutions pvt ltd

founder(s)  supam maheshwari

 amitava saha
 prashant jadhav
 sanket hattimattur
key people supam maheshwari (ceo)
industry  e-commerce
 internet
 retail
services online shopping
 revenue ₹897 crore (us$110 million) (2020)
employees 2000+ (2021)
url www.firstcry.com
commercial yes
registration required
current status active
native client(s) on android
ios

FIRSTCRY SWOT ANALYSIS

First Cry is one of the leading brands in the IT & Technology sector. First Cry SWOT analysis
evaluates the brand by its strengths & weaknesses which are the internal factors along with
opportunities & threats which are the external factors. Let us start the SWOT Analysis of First Cry:

STRENGTHS
WEAKNESSES
OPPORTUNITIES
THREATS

FIRST CRY STRENGTHS

1000,000 plus customer base and one of Asia's Largest Online Portal for Baby and Kids Products
90,000 plus products from 1,200 plus brands. Collaboration with brands like Funskool, Farlin,
Mattel, Pampers, Disney etc.
Four rounds of fund raising from investors like Saif Partners, Valiant Capital Partner, IDG
Ventures India etc. Increased sales and brand visibility by venturing into offline mode of sale
through its 100 stores in 85 cities. These are franchised stores.
Subscription services offered by it is a good customer retention strategy.
Concepts like “gift boxes” which it delivers to new mothers in collaboration with hospitals help in
customer acquisition. It has delivered 6,00,000 plus firstcry boxes till date.
Above are the strengths in the SWOT Analysis of FirstCry. The strengths of FirstCry looks at the
key internal factors of its business which gives it competitive advantage in the market and
strengthens its position.

FIRSTCRY WEAKNESSES
It caters to niche segment which is yet to develop fully in India
Too much reliance on word of mouth publicity can be a drawback in a scenario when ecommerce
giants like flipkart and Amazon have aggressive marketing campaigns.
These were the weaknesses in the FirstCry SWOT Analysis. The weaknesses of a brand are certain
aspects of its business which it can improve.

FIRST CRY OPPORTUNITIES

Expansion to other countries
Diversification to include home décor products. Sports products etc.
Strong focus on. its private label business called Babyhug can be very promising
Above we covered the opportunities in FirstCry SWOT Analysis. The opportunities for any brand
can include prospects of future growth.

FIRST CRY THREATS

Competition from offline stores like Mom and Me. Mahindra Group which owns Mom and Me has
recently acquired its rival BabyOye.
Online competitors like Hopscotch and BabyOye getting funding from investors like Helion
Venture Partners, Velos Capital Partners etc
The threats in the SWOT Analysis of FirstCry are as mentioned above. The threats for any business
can be external factors which can negatively impact its business.
 CHAPTER 3
LITERATURE REVIEW
The secondary data was taken from review of literature. Such literature review is given below.
Researchers have made studies on the customers preference towards online shopping. The
focus has mostly remained on core factors such as age, gender, income, profession, and
awareness about online shopping.

Hirschman and Holbrook ,(1982) , suggest that “Motivations of Consumers to engage in

online shopping include both utilitarian and hedonic dimension. Whereas some Internet
shoppers can be described as “problem solvers” others can be termed seeking for „fun,
fantasy, arousal, sensory stimulation and enjoyment‟.”

Kim and Park (1991) stated that the consumers spend more time online for information search
and they also found that the Internet is easily accessible Price which is a part of the marketing
mix is a factor used to stimulate the consumer and is also communicator, to negotiate and a
competitive weapon. The consumer can use price as a means to compare products, judge
relative value for the money, and the judge quality of products. It is estimated that this factor
has a considerable influence on the consumers during their online shopping.

Babinetal., (1994) suggest that, “The problem solvers merely shop online in order to acquire a
specific product or service, in which case shopping is considered to be „an errand‟ or „work‟.
Holbrook (1994) says that, “Their main concern is to purchase products in an efficient and
timely manner to achieve their goals with a minimum of irritation of irritation. In contrast the
second category sees online shopping as „enjoyment‟ and seeks for the potential entertainment
resulting from the fun and play arising from the Internet shopping experience for its own
sake apart from any other consequence ”

Bellman et al (1999) examined various predictors for whether an individual will purchase
online and they concluded that demographic variables such as
education, age and income, have a modest impact on the decision of whether to buy online,
where as the most important determinant of online shopping was previous behavior, such as
earlier purchases. Therefore demographic factors are not much influenced on the purchases.

Jarvenpaa, Tractinsky and Vitale (2000) explore how customers professed store size and
status inspire their trust in risk perception, attitudes and willingness to purchase from the
specific store. They realize that there is a positive correlation between customer belief in
internet stores and the stores supposed reputation and scope. Higher customer belief
correspondingly decreases perceived risks related to internet shopping and produces more
promising attitudes near to shopping at a specific store, which in turn raises readiness to
buying from store.

Bhatnagar et al. (2000) Suggest that shopping online is perceived to be quite risky. Perceived
risk includes fear of technology use and information overloading, feeling of uncertainty and
confusion, feeling of insecurity when engaging in online transations (e.g. credit card fraud).
Because technology for secure transactions (e.g. online payment) is not yet mature, security
and privacy are major issues that should be addressed satisfactorily in this medium.

Ernst and Young (2000) reported that Internet users purchased online because of good product
selection, competitive prices, and ease of use, but were concerned about shipping costs, lack
of opportunity to prior examining the products, as well as, the confidentiality of credit card
and personal information.
Hsin (2000) and Rowley (2000) stated that Electronic retailing over the Internet or online
shopping first started in 1994 and it is considered as one form of direct consumer marketing of
non-store retailing using online channels. This new concept of retailing has captured the
interest of many retailers and merchants because of the general recognition that online
shopping will establish itself as an alternative channel alongside traditional offline retail
channels such as physical retail stores (Rowley, 2000).

Venkatesh (2000) reported that perceived convenience offered by Internet Vendors has a
positive impact on consumers' attitude towards online shopping, as they perceive Internet as a
medium that enhances the outcome of their shopping experience in an easy way.Online
shopping holds a great potential for youth marketers.

Song and Zahedi (2001) classify website quality elements into five categories according to
their purpose: for promotion, service, informational influence, self- efficacy, and resources
facilitation. These investigators find that each of the five significantly and positively
reinforces the consumers. Perceptions in these factors, which in turn positively influence
consumer online shopping attitudes and behaviour.

Childers et al.,(2001) found “ „enjoyment‟ to be a consistent and strong predictor of attitude

towards online shopping. If consumers enjoy their online shopping experience, they have a
more likely to adopt the Internet as a shopping medium”

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

Bhattacherjee (2001) stated that satisfied users are more likely to continue the IS use. Thus,
we point that adoption and continuance are connected to each other through several mediating
and moderating factors such as trust and satisfaction.
Mathwicketal., (2002) , “If online shopping meets this ideal by enabling the consumer to
accomplish the shopping task he or she has set out to perform , then consumers will judge the
Internet shopping performance positively.”

Sami Alsmadi” (2002) carried out the convenience sampling for Consumer Attitudes towards
Online Shopping in Jordan: Opportunities and Challenges. The research was drawn from 500
Self-administered questionnaire distributed in Ibrid Jordan.

Through research the writer concluded that Security of online users is important factor that
stops the willingness of online purchasers. The study also concluded that the higher the
income the more positive will be the attitude towards online shopping is there.

Dholakia and Uusitalo (2002) study examined the relationship between age and Internet
shopping; found that younger consumers reported more linen to the online shopping. They
also found that younger consumers searched for more products online and they were more
likely to agree that online shopping was more convenient.

Anita desai (2003) in her study E-tailing is the practice of selling retail goods on the Internet
explores that emarketing is the reduced version of “electronic retailing” which basically
creates business to buyer business. While the concept of e-tailing is no longer in its budding
stage; it remains to change, as progressive e-commerce requests act as a strong promoter in
developing e- marketing. The idea of e- marketing differs from a diverse range of products
and services as against direct shopping experience. Therefore, etailing/ online marketing is
just not restricted to consumers purchase. As consumers are well-informed, they can take
good decisions. This includes a fair price comparison, product research, and proving the
credibility of the e-store online shopping.

Wang and Emuian (2004) defined online shopping as buying stuff through the internet. The
items are usually sent to the buyers door step that you have purchased online
“Shergill and Chen” (2005) carried out the Non Probability and convenience sampling for
Customers Attitudes towards Online Shopping in New Zealand. The sample was drawn from
149 online shoppers selected but only 102 usable questionnaires collected. Through their
research they found one of the major reasons of not shopping online is security issues. The
study concluded that many online shoppers are less satisfied with website design.

“Alzola and Robaina” (2006) carried out research and finds about attitude of customers
regarding security purposes of online shopping that to reduce insecurity in

online shopping, designers must take note of consumers' needs because the usability is the
starting point to get the confidence and support of the consumers; besides that, tangibility also
helps to reduce heterogeneity of the web site in the supply of the service and to improve
quality control.

Petrovic Dejan (2006) in his study on Analysis of consumer behaviour online explained that
the most appropriate behavioural appearances of online customers and inspect the ways they
find, associate and estimate product information. Comparison of survey data with the present
customer performance theory stemmed in detection of an amount of issues related to an
explicit customer group. The objective of this report is to transform these results into a set of
execution activities at strategic and technical level. Implementation of these recommendations
will end in better adaptation of customers.

Shun &Yunjie (2006) in their study revealed that there are different kinds of product, which
are additional possible to be sold online such as book, software, electronics and music. Motive
for such belongings is that when buying these kinds of products, one does not need individual
examination, if not all products, can be drawn in the product explanation and descriptions.
Most goods in the mobile phone family fit to this group. According to the new study on
customer behaviour, there are four different customer groups with diverse purposes and
motivations. They also found that regular efficient collection of music videos. A great level of
technical assurance inside this cluster tends to be a hopeful feature when it comes to product
evidence research online.

Sita Mishra (2007) Study examines “Consumers Attitude towards Online Shopping for
clothing” examines the demographic characteristics of online consumers and their attitude
towards online shopping behaviour for clothing. This study is based on a sample of 200
internet users in NCR Delhi. The findings show that consumers have positive attitude towards
online shopping but low attitude towards online purchase of clothes. The analysis shows that
city and sex do not affect consumers‟ attitude but age and income indicates a significant
association. The issue of trust enjoys ability and trail policy seems to be major concerns for
the consumer but convenience and technological advancement play a major role in online
shopping.

Jayawardhena”(2009) carried out the convenience sampling for customers attitude about
convenience of online shopping that Shoppers may save their time in e- shopping because
they do not have to go through any effort on travelling to a mall or saving their time in other
psychology factors such as traffic jam etc. Online shopping increases search efficiency by
eliminating travelling costs and psychological costs brings convenience in e-shopping.

Sharma and Mittal (2009) said that India is showing tremendous growth in the Ecommerce, in
their study Prospects of e-commerce in India. Online shopping shows unlimited potential in
India with the population of millions of people. E- commerce has become an integral part of
our daily life and it is a common word in Indian society with websites providing a number of
goods and services. Some of these portals provide specific product along with its allied
services.

“ShahriarAzizi and MasoudJavidani” (2010)carried out the descriptive study through stratified
sampling formeasuring e-shopping intention: An Iranian perspective. The sample was drawn
from 120 people households in Tehran. Through their research they concluded that
Ecommerce impact on attitude towards online shopping in Iran. The results showed that
Iranian users have not confronted any risky situations while shopping online.

“Osman, Yin-Fah and Hooi-Choo” (2010) carried out the convenience sampling for
Undergraduates and their Online Purchasing attitude. The sample was drawn from
100 undergraduate students. Through their study they concluded that mostly students buy
books, cloths, travel bookings and computer hardware. Website quality and purchase
perception have significant relationship with online shopping.

‟Ha sejin and Stoel Leslie‟‟ (2011) Among four e-shopping quality factors identified
(privacy/security, web site content/functionality, customer service, and
experiential/atmospheric), web site content/functionality and atmospheric/experiential quality
have significant impact on e-shopping satisfaction contributing to e-shopping intention, while
privacy/security and customer service have significant impact on e- shopping intention but not
on e-shopping satisfaction. Furthermore, this study

provides some support for the moderating roles that experiential e-shopping motives plays in
the e-shopping quality e-shopping outcomes links.

Kuester, Sabine (2012) in his study considers, Consumer behaviour as the study of
individuals, groups, process and organizations they use to secure, select, and arrange of
experience, products, services, experiences, or ideas to satisfy the consumer and society. It
balances components from sociology, psychology, management and economics. It tries to
know the decision-making processes of consumers, both exclusively and in clusters. It makes
emphasis on individual consumers and their characteristics such as demographics and
behavioural variables to understand customers‟ want. It also tries to assess the effects on the
consumer from family, friends, groups, and also society in general.

Prashant singh (2014) made study on consumer‟s buying behavior on flipkart (India) and
found that any e-tailer will be get success depends on fair policies, brand image and
popularity.

According to the Alina Babar et.al (2014), behaviour of the consumers regarding technology
of internet is medium level and in other hand it should be free from physical and mental effort
and even if online shopping not make any financial risk, there consumer attitude towards
online shopping will be positive.

Alka Kumawat and Tandon (2014) made study using questionnaire with 200 customers as a
sample. The study reveled that customers are very satisfied towards online shopping because
of the delivery system is working effectively therefore customers are doing shopping again
and again.
‟Dahiya Monika‟‟ (2015) According to the study the trend of online shopping has become
very popular especially among youngsters not even in big cities but also in small cities. The
study has discussed the current scenario and the position of India in the same context.
 CHAPTER 4
Research Methodology
 RESEARH DESIGN:

The research is descriptive in nature. It is descriptive in the sense it exist at present and it
includes facts and findings. The researcher used the method of convenient sampling
technique. This research identifies the customer‟s preferences and customers opinion in
online shopping.

SOURCES OF DATA:

The research uses both Primary and Secondary data.

Primary Data:

 Primary data were collected by means of systematically prepared

questionnaire from online purchasers in Raipur city.

 In order to carryout statistical enquires a questionnaire was preparedcomprising

age, gender, information about the preference of the respondents.

 Primary data has been collected from 130 respondents using questionnaire(Survey
Method).

Secondary Data:

 Secondary data has been collected from various Books, Journals, Thesis andwebsites
related to customers preferences towards online shopping.

OBJECTIVES OF THE STUDY:

 To know why the customers do online shopping.

 To know the level of satisfaction the customers have.

 To identify customers interest towards online shopping.

 To understand the consumer awareness of the online shopping.

 To be able to easily save money and compare prices from website to website.

 To know the factors which affect decision making process of customer while purchasing products in
online.
 To examine whether customer prefer online shopping / offline shopping.

 To know what are the problems they face during online shopping
 STRUCTURE OF QUESTIONNAIRE:

The questionnaire has been framed and circulated to collect primary data. The questionnaire
contains;

 Direct questions.
 Multiple choice questions.
 Dichotomous questions.

SAMPLE SIZE:

The sample size is 130 respondents. The respondents are from various locationsspread
across Raipur City.

SAMPLING TECHNIQUE:

Sampling technique is the technique used to select the sample size. Convenientsampling
technique is used for this research. The respondents are from various locations spread across the
city.

PERIOD OF STUDY:

The study was conducted for a period of 3 months starting from December 2022 to
February 2023.
 CHAPTER 5
Data Tabulation, Analysis and Results
SURVEY ANALYSIS OF DATA:

Age wise calculation of the respondents

AGE NO.OF RESPONDENTS PERCENTAGE

Below 20 30 23.1%
20 – 35 79 60.8%
35 – 50 17 13.1%
Above 50 4 3.0%
TOTAL 130 100.0%

Interpretation:

From the above table, it is interpreted that 60.8% of respondents are belongs to 20-35
age group, the 23.1% of respondents are belongs to below 20 age group, 13.1% of
respondents are belongs to 35-50 age group, 3.0% of respondents are belongs to above 50 age
group

No. Of. Respondents

80

70

60

50
No. Of. Respondents
40
30

20

10

0 Below 20 20 - 35 35 - 50 Above 50

Chart 4.1. Age of The Respondents

INFERENCE:

The majority of the respondents are belongs to 20-35 age group.

Gender Profile

Gender wise calculation of the respondents

GENDER NO. OF PERCENTAGE

RESPONDENTS
Male 39 30.0%
Female 89 68.5%
Prefer not to say 2 1.5%
TOTAL 130 100.0%

INTERPRETATION:

From the above table, it is interpreted that 68.5% of respondents are belongs to
Female category, 30.0% of respondents are belongs to male category, 1.5% of respondents
are said prefer not to say.

Percenta
ge

30
1.5% %

Mal
e
68.5 Female
%
Prefer not to
say

Chart 4.2. Gender of the Respondents

INFERENSE:

The majority of the respondents are belongs to female.

 What do you do? By respondents

OPTIO NO. OF RESPONDENTS PERCENTAGE

NS
STUDENT 55 42.3%
JOB HOLDER 49 37.7%
UNEMPLOYED 12 9.2%
BUDINESS MAN/WOMEN 11 8.5%
FREELANCER 3 2.3%
TOTAL 130 100.0%

INTERPRETATION:

From the above table, it is interpreted that 42.3% of respondents are belongs to
students category, 37.7 of respondents are belongs to job holder category, 9.2% of
respondents are belongs to unemployed category, 8.5% of respondents are belongs to
business man/women category, 2.3% of respondents are belongs to freelancer category.

No. Of Respondents
60

50

40 No. Of Respondents

10

30

20

The majority of the respondents are belongs to students.

 Would you prefer to purchase Online?

Table 4.4. Would you prefer to purchase online

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Yes 116 89.2%

No 14 10.8%

TOTAL 130 100.0%

INTERPRETATION:

From the above table, it is interpreted that 89.2 % of respondents are saidyes, 10.8%
of respondents are said no to the questionnaire.

Percentage

10.8%

Yes

No

Chart 4.4 Would you prefer to purchase Online

89.2%
INFERENCE:

The majority of the respondents are said yes.

 Are you aware of online shopping?

Table 4.5 Are you aware of online shopping?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Yes 115 88.5%
No 15 11.5%
TOTAL 130 100.0%

INTERPRETATION:

From the above table, it is interpreted that 88.5% of respondents are said yesto the
questionnaire, 11.5 % of respondents are said no to the questionnaire.

Percentage

11.5%

Yes

No

Chart 4.5 Are you aware of online shopping

INFERENCE: 88.5%

The majority of the respondents are said yes.

 Which Website you prefer for Online Shopping?

Table 4.6 Which website you prefer for online shopping?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Amazon.in 97 74.0%

Flipkart.com 84 64.6%

Myntra.com 33 25.4%

Firstcry.com 7 5.4%

AJIO.com 24 18.5%
Snapdeal 4 3.1%

Nykaa.com 17 13.1%

Pharmeasy 5 3.8%

Bigbasket.com 13 10.0%

Meesho 9 7.0%

Others 5 4.0%

INTERPRETATION:

From the above table, it is interpreted that 74.0% of respondents are said, they are
using Amazon.in, 64.6% of respondents are said, they are using Flipkart.com, 25.4% of
respondents are said, they are using Myntra.com, 5.4% of respondents are said they are using
Firstcry.com, 18.5% of respondents are said, they are using AJIO.com, 3.1% of respondents
are said, they are using Snapdeal, 13.1% of respondents are said, they are using Nykaa.com,
3.8% of respondents are said, they are using Pharmeasy, 10.0% of respondents are said, they
are using Bigbasket.com, 7.0% of respondents are said, they are using Meesho, 4.0% of
respondents are said, they are using other website‟s.
 No. of Respondents
No. of Respondents

Others 5 (4.0%)

Meesho 9 (7.0%)

Bigbasket.co 13 (10.0%)
m
Pharmeasy 5 (3.8%)

Nykaa.com 17 (13.1%)

Snapdeal 4 (3.1%)

AJIO.com 24
(18.5%)
Firstcry.com 7 (5.4%)

Myntra.com 33 (25.4%)

Flipkart.com 84
(64.6%)
Amazon.in 97 (74.0%)

Chart 4.6 Which website you prefer for online shopping?

INFERENCE:

The majority of the respondents are said Amazon.in & Flipkart.com.

 What are the products you purchased in online?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Grocery 31 23.8%
Books 24 18.5%
Electronic items 65 50.0%
Food 32 24.6%
Medicine 12 9.2%
Fashion items 55 42.3%
Dress/Jewelry 83 63.8%

Others 7 5.6%

INTERPRETATION:

From the above table, it is interpreted that 63.8% of respondents are purchased
dress/jewelry, 50.0% of respondents are purchased Electronic items, 42.3% of respondents
are purchased Fashion items, 24.6 of respondents are purchased Food, 23.8 % of respondents
are purchased Grocery, 18.5% of respondents are purchased Books, 9.2% of respondents are
purchased Medicine, 5.6% of respondents are purchased other products.
 No. of Respondents

Others 7 (5.6%)

83
Dress/Jewelr
(63.8%)
y

Fashion Items 55 (42.3%)

12
Medicine (9.2%)

Food 32 (24.6%)

Electronic 65 (50.0%)
Items

Books 24 (18.5%)

Grocery 31 (23.8%)

Chart 4.7 What are the products you purchased in online?

INFERENCE:

The majority of the respondents are said dress/jewelry, Electronic items, Fashionitems.
 What made you to buy products in online?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Save time 64 49.2%
Discount 64 49.2%
Quality 23 17.1%
Home Delivery 84 64.6%
Price 50 38.5%
Availability 48 36.9%

INTERPRETATION:

From the above table, its interpreted that 64.6% of respondents are said Home
Delivery, 49.2% of respondents are said Save time and Discount, 38.5% of respondents are
said Price, 36.9% of respondents are said Availability, 17.1% of respondents are said Quality.

No. of Respondents
No. of Respondents

Availability 48 (36.9%)

Price 50 (38.5%)

Home Delivery 84 (64.6%)

Quality 23 (17.7%)

Discounts 64 (49.2%)

Save Time 64 (49.2%)

Chart 4.8 What made you to buy products in online?

INFERENCE:: The majority of the respondents are said Home deliver

How much you spend for online shopping per month?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

1000 73 56.2%

1000 – 2500 37 28.5%

2500 – 5000 15 11.5%

More than 5000 5 3.8%

TOTAL 130 100.0%

INTERPRETATION:

From the above bar diagram, it is interpreted that 56.2% of the respondents are said
1000 rupees, 28.5% of the respondents are said 1000 – 2500 rupees, 11.5% of the
respondents are said 2500 – 5000 rupees, 3.8% of the respondents are said more than 5000
rupees are spend for online shopping per month.
 No. of Respondents

73

37

Chart 4.9 How much you spend for online shopping per month?

INFERENCE:

The majority of the respondents are said 1000 rupees.

15

1000

1000 - 2500

2500 - 5000

More than 5000

 The speed of delivery is important to you!!

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Strongly Agree 50 38.5%
Agree 57 43.8%
Neutral 21 16.2%
Disagree 2 1.5%
Strongly Disagree 0 0.0%
TOTAL 130 100.0%

INTERPRETATION:

From the above bar diagram, it is interpreted that 43.8% of the respondents are agree,
38.5% of the respondents are strongly agree, 16.2% of the respondents are neutral, 1.5% of
the respondents are disagree with the speed of delivery.

60

50

40

30

20

10

No. of Respondents,

0 0
Strongly Agree Agree Neutral Disagree Strongly Disagree

Chart 4.10 The speed of delivery is important to you!

INFERENCE:

The majority of the respondents are said Agree.

 What is the biggest concern about online shopping?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Payment process 59 45.4%
No guarantee of a
74 56.9%
products quality
Slow webpage responsetime
9 6.9%
Poor internet connection 6 4.6%

INTERPRETATION:

From the above table, its interpreted that 56.9% of respondents are said No guarantee
of a products quality, 45.4% of respondents are said Payment process, 6.9% of respondents
are said Slow webpage response time, 4.6% of respondents are said Poor internet
connection.

No. of Respondents

Poor internet connection 6 (4.6%)

Slow webpage response time 9 (6.9%)

74 (56.9%)

No guarantee of a products quality

Payment process 59 (45.4%)

Chart 4.11 What is the biggest concern about online shopping?

 How would you rate your overall online shopping experience?
OPTIONS NO. OF RESPONDENTS PERCENTAGE
Excellent 39 30.0%
Average 89 68.5%
Poor 2 1.5%
TOTAL 130 100.0%

INTERPRETATION:

From the above bar diagram, it is interpreted that 68.5% of the respondents are said
Average, 30.0% of the respondents are said Excellent, 1.5% of the respondents are said Poor.

Poor
1.5%

Excellent

30%

Average

68.5%

Chart 4.12 How would you rate your overall online shopping experience?

INFERENCE:

The majority of the respondents are said Average.

 Which payment method do you prefer for online shopping?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Paypal 3 2.3%
Cash on delivery 82 63.1%
Debit/Credit card 22 16.9%
UPI 23 17.7%
TOTAL 130 100.0%

INTERPRETATION:

From the above table, its interpreted that 63.1% of respondents are said cash on
delivery, 17.7% of respondents are said UPI, 16.9% of respondents are said Debit/Credit card,
2.3% of respondents are said Paypal method.

No. of Respondents
No. of Respondents

82

22 23

Paypal Cash on delivery Debit/Credit card UPI

Chart 4.13 Which payment method do you prefer for online shopping?

INFERENCE:

The majority of the respondents are used cash on delivery.

Would you read comments and reviews of the products before shop inonline

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Yes 110 84.6%
No 5 3.9%
Maybe 15 11.5%
TOTAL 130 100.0%

INTERPRETATION:

From the above pie chart, it is interpreted that 84.6% of the respondents are said yes,
3.9% of the respondents are said no, 11.5 % of the respondents are said maybe for
read comments and review of the products.

No Mayb
e
3.9
% 11.5%

Yes

84.6
%

Chart 4.14 Would you read comments and reviews of the products before shop
in online

INFERENCE:

The majority of the respondents are said Yes.

 Would you give feedback and reviews after every shopping in online

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Yes 46 35.4%
No 52 40.0%
Maybe 32 24.6%
TOTAL 130 100.0%

INTERPRETATION:

From the above pie chart, it is interpreted that 40.0% of the respondents are
said no, 35.4% of the respondents are said yes, 24.6% of the respondents are said
maybe for give feedback and reviews of the product

Yes No Maybe

25%

35%

Chart 4.15 Would you give feedback and reviews after every shopping in
online.
INFERENCE:

The majority of the respondents are said No.

40%
 How often did you use online shopping during this pandemic?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Every day 6 4.6%
Weekly once 23 17.7%
Monthly once 78 60.0%
Many times in a month 23 17.7%
TOTAL 130 100.0%

INTERPRETATION:

From the above pie chart, it is interpreted that 60.0% of the respondents are
purchase monthly once, 17.7% of the respondents are purchase many times in a
month, 17.7 % of the respondents are purchase weekly once, 4.6% of the
respondents are purchase every day in online.

Every day Weekly once Monthly one Many times in a month

4.6%

17.7%
17.7%

60%

Chart 4.16 How often did you use online shopping during this pandemic?

INFERENCE:

The majority of the respondents are said Monthly one.

 How comfortable are you buying products from online?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Extremely comfortable 38 29.2%
Moderately comfortable 55 42.3%
Quite comfortable 30 23.1%
Not at all comfortable 7 5.4%
TOTAL 130 100.0%

INTERPRETATION:

From the above bar diagram, it is interpreted that 42.3% of the respondents
are moderately comfortable, 29.2% of the respondents are extremely comfortable,
23.1% of the respondents are quite comfortable, 5.4% of the respondents are not at
all comfortable in online shopping.

No. of
Respondents
55

38

30

Extremely
Moderatel
comfortabl y Quite
Not at
e comfortabl all
comfortabl
e e
comfortabl
e

Chart 4.17 How comfortable are you buying products from online?

INFERENCE:

The majority of the respondents are said Moderately Comfortable.

If you do not purchase things from online, why?

OPTIONS NO. OF RESPONDENTS PERCENTAGE

Shipping Expenses 68 52.3%
It is difficult to shoponline
14 10.8%
I do not find what I lookfor
33 25.4%
I do not trust onlineshopping
18 13.8%
I heard bad things aboutonline
13 10.0%
shopping
Others 5 4.0%

INTERPRETATION:

From the above table, its interpreted that 52.3% of respondents are said Shipping Expenses,
25.4% of respondents are said I do not find what I look for, 13.8% of respondents are said I
do not trust online shopping, 10.8% of respondents are said It is difficult to shop online,
10.0% of respondents are said I heard bad things about online shopping, 4.0% of
respondents are said others things made themdo not purchase things from online.

No. of Respondents

Others 5 (4.0%)

I heard bad things about online shopping 13 (10.0%)

I do not trust online shopping 18 (13.8%)

I do not find what I look for 33 (25.4%)

It is difficult to shop online 14 (10.8%)

68 (52.3%)

Shipping Expenses

Chart 4.18 If you do not purchase things from online, Why?

 STATISTIC ANALYSIS:

Test (chi – square x2)

What they do and Customer Comfortable level in online shopping :

Table 4.2.1 Table of Observed Values

BUSINESS MAN

UNEMPLOYED

FREELANCER
JOB HOLDER
STUDENT

/ WOMEN
What they do / Customer’s

TOTAL
Comfortable Level

EXTREMELY COMFORTABLE 13 16 3 5 1 38
MODERATELY
26 22 3 2 2 55
COMFORTABLE
QUITE COMFORTABLE 12 10 3 5 0 30
NOT AT ALL COMFORTABLE 4 1 2 0 0 7
TOTAL 55 49 11 12 3 130

Table 4.2.2 Table of Expected Values

BUSINESS MAN

UNEMPLOYED

FREELANCER
JOB HOLDER
STUDENT

/ WOMEN

What they do / Customer’s

Comfortable Level

EXTREMELY COMFORTABLE 16.0 14.3 3.2 3.5 0.8

MODERATELY
23.2 20.7 4.6 5.0 1.2
COMFORTABLE
QUITE COMFORTABLE 12.6 11.3 2.5 2.7 0.6
NOT AT ALL COMFORTABLE 2.9 2.6 0.5 0.6 0.1
 Table 4.2.3 Calculation of X2

OBSERVED EXPECTED
2 (O - E)2
VALUES VALUES (O - E) (O - E)
(O) (E) E

13 16.0 -3 -9 -0.56
16 14.3 1.7 2.89 0.20
5 3.5 1.5 2.25 0.64
3 3.2 -0.2 -0.04 -0.01
1 0.8 0.2 0.04 0.05
26 23.2 2.8 7.84 0.33
22 20.7 1.3 1.69 0.08
2 5.0 -3 -9 -1.8
3 4.6 -1.6 -2.56 -0.55
2 1.2 0.8 0.64 0.53
12 12.6 -0.6 -0.36 -0.02
10 11.3 -1.3 -1.69 -0.15
5 2.7 2.3 5.29 1.95
3 2.5 0.5 0.25 0.10
0 0.6 -0.6 -0.36 -0.6
4 2.9 1.1 1.21 0.41
1 2.6 -1.6 -2.56 -0.98
0 0.6 -0.6 -0.36 -0.60
2 0.5 1.5 2.25 4.5
0 0.1 -0.1 -0.01 -0.10
2
2 (𝑂−𝐸)
𝑋 = ∑ 𝐸
TOTAL
X2=3.42
X2 Calculated = 3.42

Degrees of freedom was calculated from the table 4.1 observed Values table

Degrees of freedom = (Columns – 1) (Rows – 1)

= (5 - 1) (4 - 1)

=3*4

= 12
The significance level (α) = 0.05X2

tabular value = 21.03

X2 Calculated = 3.42

X2 Calculated < X2 Tabular

Therefore we reject alternate hypothesis and accept Null hypothesis.

NULL HYPOTHESIS:

There is no significant relation between what they do and customer’s

comfortable level.

ALTERNATE HYPOTHESIS:

There is significant relation between what they do and customer’s comfortable

level.

By this hypothesis test we got null hypothesis that means there is no significant
relation between what they do and customer’s comfortable level.
 CHAPTER 6
Findings of the study
The online shopping is getting popular among the young generation as they feel it more
comfortable, time saving and convenient. It is analysed from the survey that when a consumer
makes a mind to purchase online goods he/she is affected by multiple factors. The main crucial
identified factors are time saving, the best price and convenience.

 Majority (60.8%) of the respondents of my questionnaire is 20-35 belongs to the age group.

 Majority (68.5%) of the respondents of my questionnaire is female

 Majority (42.3%) of the respondents of my questionnaire is students

 Majority (89.2%) of the respondents says yes to prefer online shopping.

 Majority (88.5%) of the respondents are said yes for having aware of online shopping.

 Majority of the respondents are using many websites for online shopping like amazon,
flipkart, myntra etc..

 Majority of the respondents are buy dress/jewelry, electronic items, food, fashion items etc..
In online shopping.

 Majority of the respondents are said what made them to buy products in online is save time,
discounts, home delivery etc..

 Majority (56.9%) of the respondents are spend 1000 rupees for their online shopping

 Majority (43.8%) of the respondents agreed for the speed of delivery is important for them.

 Majority of the respondents are said their biggest concern about online shopping is no
guarantee of a products quality.

 Majority (68.5%) of the respondents are given their overall online shopping ratting is
average.

 Majority (63.1%) of the respondents are prefer cash on delivery for their online shopping

 Majority (84.6%) of the respondents are said yes for they are read the comments before they
shop in online.
 Majority (40.0%) of the respondents are said yes for they give feedback for every purchase.

 Majority (60.0%) of the respondents are use online shopping monthly once.

 Majority (42.3%) of the respondents are said they are moderately comfortable in online
shopping.

 Majority of the respondents said why the did not use online shopping, because of shipping
expenses, and they did not find what they looking for
 CHAPTER 7
Recommendations of the study
• The quality of the products is more important for the online shoppers
• The products picture should be clear and need to give correct pic of that products like
color, material design etc.
• In some of the products does not had cash on delivery options, but that cash on
delivery option is must needed for all products.
• EMI options are given for particular banks only they need for all banks
• The website should need to clear the content of the products like review and feedback
is need more clear.
• Need to reduce the delivery charges to all products.
• The online shopping is needed to add the location in their website, because some of
the products are not available in all areas.
• Online shopping sites should increase the security for online payments.
• Customers needs return option method for all products
 CHAPTER 8
Limitations of the study
 An increasing number and variety of firms and organizations are exploiting and
creating business opportunities on the internet statistics indicate the repaid growth in
the field of virtual shopping.
 With this emerging field of shopping the interest of marketers is also increasing in
studying what actually motivates consumers to stop online.
 As online shopping is a new medium so the consumers behavior in the field of online
shopping in order to gain competitive edge in the market, marketers need to know the
consumer behavior in the field of online shopping.
 Other than the factors which influence consumers to shop online, online shopper‟s
demography in terms of Age, gender, income and education is equally important to
define their strategies accordingly
 CHAPTER 9
Conclusions of the study
 This study investigates the determinants that are responsible for choosing of the
online purchasing portals by the consumers whenever they decide for purchasing
products. Online shopping is becoming more popular day by day with the increase in
the usage of World Wide Web known as www. Understanding customer‟s need for
online selling has become challenge for marketers. Furthermore, the study was taken
ahead with the conclusions drawn from the empirical survey and developing
innovations important for the online purchasing portals. The empirical results show that
consumers preferred to accept on line purchasing portals for their purchases whenever
they perceived that the determinants like product preference through the respective
purchasing portals, variety options available in the portals and convenience of online
shopping and in accordance to their preferences. This research shows that online
shopping is having very bright future in India. Perception towards online shopping is
getting better in India. With the use of internet, consumers can shop anywhere,
anything and anytime with easy and safe payment options. Consumers can do
comparison shopping between products, as well as, online stores. Specially
understanding the consumer‟s attitudes towards online shopping , making improvement
in the factors that influence consumers to shop online and working on factors that affect
consumers to shop online will help marketers to gain the competitive edge over others
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 ANNEXURE

QUESTIONNAIRES:

1. Name:
2. Age Group :
a) Below 20 b) 20 – 35
c) 35 – 50 d) Above 50
3. Gender :
a) Male
b) Female
4. What do you do?
a) Student b) job holder
c) business Man / woman d) unemployed e) Freelancer
5. Would you prefer to purchase Online?
a) Yes
b) No
If no give reason
6. Are you aware of online shopping?
a) Yes
b) No
7. Which website you prefer for online shopping?
i) Amazon.in ii) Myntra.com iii) Firstcry.com
iv) Flipkart.com v) AJIO.com vi) Snapdeal vii) Nykaa.com
viii) Pharmeasy ix) Bigbasket.com x) Others:
8. What are the products you purchased in online?
i) Electronic items ii) Books
iii) Grocery iv) Dress/Jewelry
v) Food vi) Skin care
vii) Medicine viii) Fashion items xi) Others:
9. What made you to buy products in online?
i) Save time ii) Discount
iii) Quality iv) Home delivery
v) Comfortable vi) Availability vii) Price
10. How much you spend for online shopping per month?a)
1000 b) 1000 – 2500
c) 2500 – 5000 d) More than 5000
11. The speed of delivery is important to you
a) Strongly Agree b) Agree c) Neutral
d) Disagree e) Strongly disagree
12. What is the biggest concern about online shopping?
a) Poor internet connection
c) Slow webpage response time
d) No Guarantee of a product’s quality
e) Payment process
13. How would you rate your overall online shopping experience?
a) Excellent
b) Average
c) Poor
14. Which payment method do you prefer for online shopping?
a) Paypal
b) Cash on delivery
c) Credit / debit card
15. Would you read comments and reviews of the product before shop in online?
a) Yes
b) No
16. Would you give feedback and reviews after every shopping in online?
a) Yes
b) No
17. How often did you use online shopping during this pandemic?
a) Every day
b) Weekly once
c) multiple times in a month
18. How comfortable are you buying products from online?
a) Extremely comfortable b) Moderately comfortable
c) Quite comfortable d) Not at all comfortable
19. If you do not purchase things online, why?
a) Shipping expenses b) It is difficult to shop online
c) I do not find what I look for d) I do not trust online shopping
e) I heard bad things about online shopping f) other
20. Give Any suggestion for online shopping