A STUDY ON EMERGING OF E-COMMERCE

Submitted in partial fulfilment of the requirements for the award of

Bachelor of Commerce
By

GURURAJA V.S

39740101

DEPARTMENT OF BUSINESS ADMINISTRATION

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY

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

JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI - 600 119

APRIL-2022

1
 BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of

GURURAJA V.S. (39740101) who has done the Project Work entitled
“A STUDY ON EMERGING OF E-COMMERCE” under my supervision
from December 2021 to April 2022.

MR. M. JOHN BRITTO

INTERNAL GUIDE EXTERNAL GUIDE

2
 DECLARATION
I GURURAJA V.S (39740101) hereby declare that the Project Report
entitled “A STUDY ON EMERGING OF E-COMMERCE” done by me
under the guidance of Mr. M. JOHN BRITTO is submitted in partial
fulfillment of the requirements for the award of Bachelor of
Commerce.

DATE: 26/03/2022 GURURAJA V.S

PLACE: CHENNAI SIGNATURE OF THE CANDIDATE

3
 ACKNOWLEDGEMENT
I am pleased to acknowledge my sincere thanks to Board of
Management of SATHYABAMA for their kind encouragement in
doing this Project and for completing it successfully. I am grateful to
them.

I convey my sincere thanks to Dr. G. Bhuvaneswari, MBA., Ph.D.,

Dean - School of Management Studies and Dr. A. Palani, M.Com.,
M.Phil., M.B.A., Ph.D., Head of the Department, School of
Management Studies for providing me necessary support and details
at the right time during the progressive reviews.

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

Project Guide MR. M. JOHN BRITTO for her valuable guidance,
suggestions and constant encouragement paved way for the
successful completion of my Project Work.

I wish to express my thanks to all Teaching and Non-teaching staff

members of the School of Management Studies who were helpful in
many ways for the completion of the training.

GURURAJA V.S.

4
 INDEX

CHAPTER NO PARTICULARS PAGE NO

ABSTRACT 6
LIST OF TABLES 7
1 INTRODUCTION
1.1 INTRODUCTION 9
1.2 DEFINITION 9
1.3 PROBLEM IDENTIFICATION 10
1.4 OBJECTIVES OF THE STUDY 11
1.5 LIMITATIONS OF THE STUDY 11
2 REVIEW OF LITRETURE
2.1 REVIEW OF LITRETURE 14
3 AIM AND SCOPE OF EMERGING OF E-COMMERCE
3.1 AIM OF EMERGING OF E-COMMERCE 18
3.2 SCOPE OF EMERGING OF E-COMMERCE 18
4 RESEARCH METHODOLOGY
4.1 RESEARCH METHODOLOGY 22
4.2 RESEARCH DESIGN 22
4.3 SAMPLING TECHNIQUE 22
4.4 SOURCE OF DATA 22
4.4.1 PRIMARY DATA 22
4.4.2 SECONDARY DATA 22
4.5 SAMPLING SIZE 22
4.6 PERIOD OF STUDY 22
4.7 ANALYTICAL TOOLS 22
DATA ANALYSIS INTERPRETATION
4.8 PERCENTAGE ANALYSIS 23
4.9 CHI SQUARE 45
5 FINDINGS AND SUGGESTIONS
5.1 FINDINGS 48
5.2 SUGGESTIONS 48
6 SUMMARY AND CONCLUSION
6.1 SUMMARY 51
6.2 CONCLUSION 51
References 52
APPENDIX-(QUESTIONNAIRE) 53

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 ABSTRACT

With the advent of technology and with growing occupancy of the

people towards it, online shopping has become the need of the
hour. With heavy discounts floating over the e-commerce websites,
customers find that online shopping allows them to save both time
and money. The e-commerce websites on the other hand seek to
avail the early advantage of the frequently visited customers
through the recommendation engines by using gamification
techniques. This tends to make their products highly attractive with
the least cost paid by them along with facilities of extra discounts
given to debit/credit card holders. This article provides a coherent
picture in the research that has taken place in the area of
gamification by comprehensively reviewing 1073 research studies
extracted from the SCOPUS database and mostly validates the
findings on the effectiveness of gamification in the various fields.
This article also peer reviews the various motivating factors that
makes customers prefer gamified online shopping over market
retailers. The review points out the effects of gamification in e
commerce websites in gaining customer retention. The article
would also suggest the future of research directions in the field of
research of gamification and further research that can be explored
in the field.

6
 LIST OF TABLES

TABLE NO PARTICULARS PAGE

NO
4.1 Age of the Respondent 23
4.2 Gender of the Respondent 24
4.3 Marital status of the Respondent 25
4.4 Occupation of Respondent 26
4.5 Can you have experience in E-commerce 28
4.6 Monthly Income of the Respondent 29
4.7 How often do you shop on this site? 31
4.8 Choose products you buy frequently on this site 32
4.9 How many times do you shop online a month? 34
4.10 How much do you spend on online shopping every 36
month?
4.11 How will you rate your overall online shopping 37
experience?
4.12 How likely are you to return to this webpage for 39
your online shopping?
4.13 Which payment method do you prefer for online 41
shopping?
4.14 Which app does you mostly used for shopping? 42
4.15 Did you suggest your friends to purchase in online 44
shopping?

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CHAPTER-1
INTRODUCTION

8
 CHAPTER-1
1.1 INTRODUCTION
The term Electronic commerce (E-commerce) refers to a business model that
allows companies and individuals to buy and sell goods and services over the
Internet. Ecommerce operates in four major market segments and can be
conducted over computers, tablets, smartphones, and other smart devices.
Nearly every imaginable product and service is available through ecommerce
transactions, including books, music, plane tickets, and financial
services such as stock investing and online banking. As such, it is
considered a very disruptive technology.

E-commerce originated in a standard for the exchange of business

documents, such as orders or invoices, between suppliers and their business
customers. Those origins date to the 1948–49 Berlin blockade and airlift with a
system of ordering goods primarily via telex.

WE are living in E-century. The Internet and information and communications

Technologies (ICT) are central to economic growth and productivity. Internet-
based technologies and networks can increase productivity, decrease costs
and open new market opportunities. Now-a-days, using the Internet and email
to conduct business is not uncommon. However, lack of technical and
management skills in Information and Communications Technology is a
barrier. There are a wide variety of resources available to help you to improve
your e-commerce skills. Simply, decide what skills you need and identify the
appropriate Resources to help you to build those skills. The skills that may be
required range from basic abilities, like word processing and Internet
navigation, to more complex capabilities such as designing and building
websites and database management. There are a range of resources to help
you broaden your understanding of the E-commerce environment and develop
your technical skills. These include online resources, books and magazines,
seminars and training courses. Keeping this in mind, a summary on the
background of Electronic Commerce is being provided.

1.2 DEFINITION
The definition of e-commerce includes business activities that are business-to-
business (B2B), business-to-consumer (B2C), extended enterprise computing
(also known as "newly emerging value chains"), d-commerce, and m-
commerce.

E-commerce is simply a part E-business, more specifically, the trading aspect

of E-business. Although there are many definitions and explanations of E-

9
commerce, the following definition provides a clear distinction. There are
many definitions and understanding about E-Commerce. They are as follows:

1. According to the editor-in-chief of International Journal of Electronic

Commerce, Vladimir Zwass, ‘Electronic commerce is sharing business
information, maintaining business relationships and conducting business
transactions by means of telecommunications networks’.

2. Electronic Commerce is where business transactions take place via

telecommunications networks, especially the Internet – E. Turban, J. Lee, D.
King and H.M. Chung,

3. Electronic commerce is about doing business electronically – P. Timmers

4. Electronic commerce or e-commerce refers to a wide range of online

business activities for products and services – Anita Rosen.

1.3 PROBLEM IDENTIFICATION

The tragedy of e-commerce can be measured in percentage: 75.8% (almost 8
out of 10) of online shopping carts are abandoned without the purchase being
completed. Deficient checkout processes are often singled out as the main
cause, but many other problems faced by e-commerce consumers could be
behind it. Slow load times, poor return policies, lack of customer warranties or
absurd requirements are among the problems that make online shopping
difficult. In the following lines, you will discover these and other bad practices
that reduce the commercial performance of online stores, knowing them is the
best way to avoid them!

E-commerce provides an easy way to sell products to a large customer base.

However, there is a lot of competition among multiple e-commerce sites. When
users land on an e-commerce site, they expect to find what they are looking
for quickly and easily. Also, users are not sure about the brands or the actual
products they want to purchase. They have a very broad idea about what they
want to buy. Many customers nowadays search for their products on Google
rather than visiting specific e-commerce sites. They believe that Google will
take them to the e-commerce sites that have their product.

The purpose of any e-commerce website is to help customers narrow down

their broad ideas and enable them to finalize the products they want to
purchase. For example, suppose a customer is interested in purchasing a
mobile. His or her search for a mobile should list mobile brands, operating
systems on mobiles, screen size of mobiles, and all other features as facets.
As the customer selects more and more features or options from the facets

10
provided, the search narrows down to a small list of mobiles that suit his or
her choice. If the list is small enough and the customer likes one of the
mobiles listed, he or she will make the purchase.

1.4 OBJECTIVES OF THE STUDY

* PRIMARY OBJECTIVE.
(i) A Study on Emerging of E-commerce.
* SECONDARY OBJECTIVE.
(a) Reduce management costs.
(b) Developing business relations.

(c) Providing a unique customer experience.

(d) Increasing the number of loyal customer.

(e) Making responsive ecommerce website.

(f) Increasing sales.

(g) Development of Business-Relationship.

(h) Better-Customer Service

(i) Getting more Customers.

1.5 LIMITATIONS OF THE STUDY

o Return-on-investment is difficult to calculate.
o Many firms have had trouble recruiting and retaining employees with the
technological, design, and business process skills needed to create an
effective electronic commerce presence.
o Difficulty of integrating existing databases and transaction-processing
software designed for traditional commerce into the software that
enables electronic commerce
o Many businesses face cultural and legal obstacles to conducting
electronic commerce.
o Lack of sufficient system security, reliability, standards and
communication protocols.
o Rapidly evolving and changing technology, so there is always a feeling
of trying to ‘catch up’ and not be left behind.
o Under pressure to innovate and develop business models to exploit the
new opportunities which sometimes leads to strategies detrimental to
the organization. The ease with which business models can be copied
and emulated over the Internet increases that pressure and curtails
longer-term competitive advantage.

11
o Facing increased competition from both national and international
competitors often leads to price wars and subsequent unsustainable
losses for the organization.
o Computing equipment is needed for individuals to participate in the
new ‘digital’ economy, which means an initial capital cost to customers.
o A basic technical knowledge is required of both computing equipment
and navigation of the Internet and the World Wide Web.

12
 CHAPTER-2
REVIEW OF LITRETURE

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 CHAPTER-2
2.1 REVIEW OF LITERATURE
* Gupta (2014) in her paper “E-Commerce: Role of e-commerce in today’s
business”, presents a comprehensive definition of e-commerce while isolating
it from e-business. The paper enlists the different ecommerce models i.e. B2B,
B2C, B2G and C2C, narratively analyzing the nitty gritties of each. Rina (2016)
also elaborates the different applications of e-commerce in “Challenges and
Future Scope of Ecommerce in India”, at the same time, defining the degree to
which they are operational in the country.

* Gunasekaran, Marri, McGauhey & Nehwani (2002) give a broad outlook of

electronic commerce within organizational system in “E-commerce and its
impact on operations managements” defining it with reference to e-trading and
elaborating- how it has permeated every field of business. The paper identifies
the revolutionary changes brought by the internet applications like e-mail and
electronic data interchange and details the revolutionary changes brought by
the internet technologies in manufacturing, marketing, purchasing, design,
productions, selling and distributions, warehousing and human resources
management. Internet based technologies have enable businesses to shorten
development purchase and procurement cycles, maintain up to date product
and market information, significantly increase the speed of communications
and increase the quality of customer relationships by facilitating close contact
and constant communication. The paper studies in depth, the significance of
web based technologies in different business operations, thus improving their
efficiency through effective B2B E-commerce.

* Mishra & Kotkar (2015) trace the timeline and development of B2C e-
commerce in an “A study on current status of e-commerce in India: A
Comparative analysis of flipkart and Amazon” with its inception in the mid
1990’s through the advent of matrimonial and job portals. However,
due to limited internet accessibility, weak online payment systems and lack of
awareness, the progress was very slow. The Indian B2C E-commerce industry
got a major boost in mid-2000 with the expansions of online services to travel
and hotel bookings which continue to be major contributors even today.

* Das & Ara (2015) observe in “Growth of E-commerce in India “that though
online travel and hotel booking still control the lion’s share of E-commerce in
share has comparatively fallen over the years due to the recent augmentation
and consequent rise E-tailing services. There has been a tremendous surge in
the volume of investment in this sector. With the E-commerce markets in the
west reaching their saturations, investors see tremendous potentials in the
Indian markets, in the light of which, many startups have received funding
from venture capitalists and private equity firms.

14
* China’s Alibaba group and affiliate Ant financial become the largest
shareholders of one communications, the parent of Indian e-tailer Paytm, by
investing $6680 million, in2015 (Aulakh, 2015). To tap potential of what it
regards as “underdeveloped internet economy” of India, Japanese Investment
Company and technology powerhouse Softbank invested $627 million into
online retailing marketplace Snapdeal and $210 million in Ola cabs. (Mac,
2014). Similarly, New York from Tiger Global Management has funded
companied MakeMyTrip, Flipkart, Myntra and Quickr. The availability of funds
has presented a favorable ecosystem and growth opportunities for is as well
as small companies. It has enabled local startups to survive in cut throat
competition against foreign giants and has facilitated the penetration of e-
commerce to every facet of human life such that the differention between e-
commerce and traditional business is getting burred (Aggarwal, 2014).

* Through “ Problems and Prospects of E-Commerce”, Raghunath & Pauga

(2013) present a comprehensive analysis of various muances of e-commerce
while accemtating that, in present time every business activity , be it
advertising , ordering , payment etc., can be performed in the digital
ecosystem . The paper also enlists numerous points can the importance of e-
commerce which is responsible for its development as the new convention. It
has enabled the creation and exploitation of new business opportunities, at
the same time increasing the way of customers in the development of new
products and services. E-commerce has not only augmented the performance
of internal business management, but has also enabled better customer
relationships by promoting a business model that is essentially based on
information sharing. The accessibility of internet connectivity and other online
tools herald a new revolution. SWOT analysis of e-commerce conducted by
Awais & Samin (2012) highlights ubiquity, low operating cost, improved
customer interaction and time saving as the unique strengths of e-commerce,
but at the same time accentuates upon the necessity for the firms to adapt
themselves to the changing environment and innovate constantly to come up
with better offerings for customers.

*With an increase in the number of players in the B2C segment, competition

for the first position is set to intensify, making it imperative for the firms to
enhance service quality and to invest in logistics, so as to derive benefits from
increase in the disposable income of households, rise in internet
subscriptions and derive benefits from increase in the disposable income of
households, rise in internet subscriptions and infiltrations of mobile
commerce. (Das & Ara, 2015). In the face of rising competition, the survival of
the firms will depend upon how efficiently they are able to bridge the existing
gaps in e-commerce transactions. The ubiquitous nature of internet has
enabled e-commerce to defy geographical boundaries and permeate different
markets, so as to elicit demand from sub-urban and rural areas, after having

15
successfully tapped its potential in metropolitan cities. In anticipation of
increasing demand from Tiger 2 and 3 cities, many e-commerce firms are
undertaking efforts to widen their reach by investing in better infrastructure. In
the light of growing number of website, offering similar goods and services,
greater significance is being attributed to Internet. Marketing, which shall play
and unparalleled role in audience acquisition for E-commerce websites, by
displaying the advertisement on search engine result pages and other portals.
Internet marketing shall not only propel e-commerce but also emerge as an
important support tool to bring and mortal stores. (Gangeshwer, 2013).

* Apart from Internet Marketing, Deshmukh, Deshmukh & Thampi (2013)

recognize another important development: M-commerce, which they identify
as a subset of E-commerce. “Transformation from E-commerce to M-
commerce in Indian Contest” reviews the current and potential status of e-
commerce and m-commerce in the Indian market, why projecting the latter as
the potential future. The paper discerns ubiquity, personalization, flexibility
and immediacy as the singular advantages of m-commerce. The authors affirm
the idea that smartphones penetration and rise in internet user base, mostly
driven by youth, shall propel the growth of e-commerce. Statistical data is
used to emphasize that the infrastructure requisite for m-commerce
development already exists; however, it is yet to be properly deployed. With
mobile penetration providing a boost to digital downloads and enabling
cheaper monetary transfers the needs of the hour is to enhance customer
confident by providing them assurance of safety and privacy, which shall
accelerate movement towards a cashless economy.

16
 CHAPTER-3
AIM AND SCOPE OF EMERGING OF E-COMMERCE

17
 CHAPTER-3
3.1 AIM OF EMERGING OF E-COMMERCE
E-commerce, in full, electronic commerce, is maintaining business relationships
and selling information, services, and commodities by means of computer
telecommunications networks. (Zwass, 2013)
E-commerce has been discovered couple of years ago with huge things and it
was running successfully as well as right now. In Bangladesh, Government has
an aim is to improve the e-commerce business.
As a business analyst, I had to identify the aims, functions, stakeholders and
their relation to the e-commerce clothing business, started by Mr. Rahman. In
my work I tried to research in the aspect of Bangladesh. As a developing
country the customer behaviour, their mind and market opportunity differ from
the other well developed country.
2. Aims of the Business
In the beginning every business should determine their aims of business. A
business aim is the goal a business wants to achieve. When there is no aim
there is no gain. A primary aim for all business organisations is to add value
and in the private sector this involves making a profit. More strategic aims
include expansion, market leadership and brand building. In following lines we
will try to determine the aim of a private e-commerce clothing store.

3.2 SCOPE OF THE STUDY

Today, online shopping is a reality in India. The market place is flooded with
several ecommerce options for shoppers to choose from. In the recent past,
the growth of e-commerce industry in India has been phenomenal as more
shoppers have started discovering the benefits of using this platform. There is
enough scope for online businesses in the future if they understand the Indian
shopper’s psyche and cater to their needs. Listed below are the reasons that
guarantee the future prospect of E-commerce in India.

 Enhancing domain registrations,

 Rising internet users,
 Easy access to internet,
 Awareness about internet even in rural areas,
 Rising number of cyber cafes,
 Growing need for E-commerce.

a) Cash on delivery (COD)

Indian e-commerce industry has evolved over a period of time with
innovations that have changed the rules of the game globally. COD is one

18
such example. In a country where credit card penetration is much lower than
other developed markets and where e-commerce companies are still working
hard to build trust among shoppers, introducing cash on delivery has been
one of the key factors for the success of the segment. At present, COD is the
preferred payment mode for close to 55-60% of all online transactions in the
fashion and lifestyle segment in India. Executing COD efficiently and
painlessly for the customer is critical to the success of any E-commerce player
in the country.

b) Delivering experiences.
E-commerce needs to focus on customer experience to build trust and
confidence. Customer experience encompasses every interaction of a
customer from placing an order to interacting with customer service
team, to the actual delivery experience. Providing a great delivery
experience is one of the core aspects to delighting customers. This not
only mean faster deliveries but also consistency and reliability. The
more faith the customer has in your delivery service, the more likely he
is to buy again. Besides, it builds a good brand image and word-of
mouth publicity.
c) Growing the base
India has more than 130 million online users at present, out of which as
many as 10% are engaging in online transactions. The online user base
is expected to cross 300 million in the next 2 – 3 years and a larger
percentage of people are expected to transact online by the end of 2015.
This large base will provide vast scope for e-commerce businesses to
establish themselves in India.
d) Growing opportunities.
The e-commerce industry is growing at a rapid pace and changing the
dynamics of the retail industry. In the coming years, e-commerce is
expected to contribute close to 8-10% of the total retail segment in India.
This growth is bound to continue provided e-commerce companies
focus on innovating, building strong technology infrastructure and
delivering the best customer experience.
e) Online Travel Segment.
The online travel segment has seen a CAGR of 55.5% from 2007-2012.
The is due to rise of disposable income, surge in demand for domestic
travel and the boom of the tourism industry. Domestic travel contributed
to as much as 50% of the total market, followed by railways tickets,
international air tickets, hotel bookings and bus tickets.
f) E-Tailing.
E-tailing encompasses buying consumer items like apparels, electronic
devices, home and kitchen appliances, jewellery, online. Competition is
19
 intense due to low entry barrier of this segment. However, Amazon.com,
flipkart, snapdeal.com, jabong.com, and myntra.com are some of the
major players. This segment is expected to grow further as people
become more pressed for time. Also the choice that e-tailing sites offer
to customers will drive demand for this segment. However, there will be
intense price based competition in this sector and consolidations are in
the order.
g) Online Financial Services.
The financial services segment includes applying for insurance, paying
online bills, and premiums and online transactions for financial
services. The costs of these insurance policies are lesser with
premiums being 40%-60% cheaper. This is a win-win situation for both
the insurance provider and the customers. Also the convenience
provided by online portals has led to more customers choosing the
online route for bill payment.

h) Classifieds.
It is in a very promising stage and has lot of scope for growth. Online
advertising is lot cheaper than conventional methods and unlike the
latter, it is not constrained to a geographic location. The growth is
mainly fuelled by services like online job (60% of the segment), online
matrimony, B2C classifieds and B2B classifieds. Naukri.com,
timesjob.com, monster.com are the major players in the job market
while jeevansathi.com, shaadi.com are the major matrimonial sites.

i) Other online Services.

These include sites offering online services like buying
entertainment tickets, food and grocery.

20
 CHAPTER-4
RESEARCH METHODOLOGY

21
 CHAPTER-4
4.1 RESEARCH METHODOLOGY
Research methods are the techniques and tools by which you
research a subject or a topic. Research methodology involves the learning of
various techniques to conduct research and acquiring knowledge to perform
tests, experiments, surveys, and critical analysis. “Research as a
“systematized effort to gain new knowledge .

4.2 RESEARCH DESIGN

o The research design followed in this study is descriptive research
design.
o The problem of this study is to find emerging of E-commerce.

4.3 SAMPLING TECHNIQUE

Sampling type is random sampling method is used.

4.4 SOURCE OF DATA

The two-source data were collected primary & secondary.

4.4.1 PRIMARY DATA

Primary are collected through questionnaire.

4.4.2 SECOND DATA

Second data are collected from internet.

4.5 SAMPLING SIZE

A sampling of 119 respondents was consideration for study and data was
collected.

4.6 PERIOD OF STUDY

This study was done for a period of 3 months.

4.7 ANALYTICAL TOOLS

This study uses the following statistical tool for analysing the
collected data.

22
 o Percentage
o Chi-square.

4.8 PERCENTAGE ANALYSIS

TABLE NO: 4.1
* AGE OF THE RESPONDENTS

AGE NUMBER OF RESPONDENT PERCENTAGE

15-25 74 71.2%
26-35 22 21.2%
36-45 5 4.8%
More than 45 3 2.9%
Total 104 100%

INTERPRECTATION:
In the chart we can observe 71.2% of respondent are between ages of 15-25.
21.2% of the respondents are between ages of 26-35. 4.8% of the respondents
are between ages of 35-45. 2.9% of the respondents are more than 45 are
involved in the research.

CHART NO. 4.1

Chart representing Age wise classification of respondents.

23
 AGE OF THE RESPONDENT
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
15-25 26-35 36-45 More than 45

Fig 4.1: Age of the respondents.

INFERENCE:
Majority (73.1%) of the respondents of my questionnaire is belonging to age of
15-25.

TABLE NO: 4.2

GENDER OF THE RESPONDENTS

GENDER RESPONDENT PERCENTAGE

MALE 70 68%
FEMALE 34 32%
TOTAL 104 100%

24
INTERPRECTATION:
 From the chart we observe, 68% are the male respondents and 32% are
female respondents.

CHART NO 4.2
Chart representing Gender wise classification of respondents.

GENDER
80%
70%
60%
50%
40%
30%
20%
10%
0%
Male Female

Fig 4.2 Gender of the respondents.

INFERENCE:
Majority (68.9%) of the respondents of my questionnaire is male.

TABLE NO: 4.3

MARITAL STATUS OF THE RESPONDENT

MARITAL STATUS RESPONSES PERCENTAGE

MARRIED 16 15.5%
UNMARRIED 88 84.5%
TOTAL 104 100%

25
INTERPRECTATION:
 From the chart we observe, 15.5% are Married respondents and 84.5%
are unmarried respondents.

CHART NO 4.3
Chart representing marital status wise classification of respondents.

MARITAL STATUS
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Married Unmarried

Fig 4.3 Marital status of the respondents.

INFERENCE:
Majority (84.5%) of the respondents of my questionnaire is unmarried.

TABLE NO: 4.4

OCCUPATION OF THE RESPONDENTS

26
OCCUPATIONS RESPONDENT PERCENTAGE
Students 57 54.8%
Private employee 41 39.4%
Others 3 2.9%
Business 3 2.9%
Total 104 100%

INTERPRECTATION:
From the chart we observe 54.8% are student’s respondents. 39.4% are private
employee respondents. 2.9% are others respondent and 2.9% is business
respondent.

CHART NO 4.4
Chart representing the classification of Occupation of the Respondents.

OCCUPATIONS
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Students Private Others Business
employee

Fig 4.4 Occupations of the respondents.

27
INFERENCE:
Majority (54.8%) of the respondents of my questionnaire are Students.

TABLE NO: 4.5

EXPERIENCE IN E-COMMERCE

OPTIONS RESPONDENT PERCENTAGE

Yes 83 80.6%
No 20 19.4%
Total 103 100%

INTERPRECTATION:
From the chart we observe 80.6% says yes and 19.4% says no.

CHART NO 4.5
Chart representing the classification of experience E-commerce of the
Respondents.

PERCENTAGE
100.00%
80.00%
Axis Title

60.00%
40.00%
20.00%
0.00%
Yes No
Percentage 80.60% 19.40%

28
 Fig 4.5 Experience in E-commerce of the respondents.

INFERENCE:
Majority (80.8%) of the respondents have experience in E-commerce.

TABLE NO: 4.6

MONTHLY INCOME OF THE RESPODENCE

SALARY RESPONDENT PERCENTAGE

Rs 5000/- to Rs 32 31.4%
15000/-
Rs 15,000/- to Rs 23 22.5%
25000/-
Rs 25,000/- to Rs 16 15.7%
50,000
Rs 50,000/- 7 6.9%
above
No Salary 24 23.5%
Total 102 100%

INTERPRECTATION:
From this chart we observe 31.4% of monthly income respondent is Rs 5000/-
to Rs 15,000/- , 22.5% of monthly income respondent is Rs 15,000/- to Rs
25,000/- , 15.7% of monthly income respondent is Rs 25,000/- to Rs 50,000/- ,
6.9% of monthly income respondent is Rs 50,000/- above, 23.5% of monthly
income respondent is no salary.

CHART NO 4.6
Chart representing the classification of monthly income of the Respondents.

29
 MONTHLY INCOME OF RESPONSES
35.00%
30.00%
25.00%
SALARIES

20.00%
15.00%
10.00%
5.00%
0.00%
Rs Rs
Rs 5000/- Rs
15,000/- 25,000/-
to Rs 50,000/- No salary
to Rs to Rs
15000/- above
25000/- 50,000
Percentage 31.40% 22.50% 15.70% 6.90% 23.50%

Fig 4.6 Monthly income of the respondents.

INFERENCE:
Majority (31.4%) of the respondents monthly income is Rs 5,000/- Rs
15,000/-

30
TABLE NO: 4.7
HOW OFTEN DO YOU SHOP ON THIS SITE?

OPTIONS RESPONSES PERCENTAGE

Very often 53 52%
Seldom 26 25.5%
Not often 23 22.5%
Total 102 100%

INTERPRECTATION:
In the chart we can observe 52% of says very often, 25.5% of says seldom and
22.5% of says not often.

CHART NO 4.7
Chart representing how often do you shop on this site?

31
 Options
60%
50%
Percentage

40%
30%
20%
10%
0%
Very often Seldom Not often
Percentage 52% 25.50% 22.50%

Fig 4.7 How often do you shop on this site?

INFERENCE:
Majority (52%) of the respondents many often purchasing online .

TABLE NO: 4.8

CHOOSE PRODUCTS YOU BUY FREQUENTLY ON THIS
SITE.

32
PRODUCTS RESPONDENTS PERCENTAGES
Perfumes and oils 10 9.7%
Dresses 30 29.1%
Accessories 37 35.9%
Electronics Items 17 16.5%
Others 9 8.7%
Total 103 100%

INTERPRECTATION.
From this chart we observe 9.7% of people chosen perfumes and oils,
29.1% of people chosen Accessories, 35.9% of people chosen Dresses,
16.5% of people chosen Electronic items and 8.7% of people chosen others.

CHART NO 4.8
Chart representing products which buy frequently on this site.

33
 PRODUCTS
40.00%
35.00%
PERCENTAGES

30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Perfu
Electro
mes Dresse Access
nics Others
and s ories
Items
oils
Percentages 9.70% 29.10% 35.90% 16.50% 8.70%

Fig 4.8 Products that buy on this sites.

INFERENCE:
Majority (35.9%) of the respondents was buy dress in online.

TABLE NO: 4.9

HOW MANY TIMES DO YOU SHOP ONLINE A MONTH?

34
OPTIONS RESPONDENT PERCENTAGES
Once 58 56.9%
Twice 16 15.7%
Thrice 9 8.8%
More that thrice 19 18.6%
Total 102 100%

INTERPRECTATION:
From this chart we observe 56.9% of people purchasing once in online, 15.7%
of people purchasing twice in online, 8.8% of people purchasing thrice in
online, 18.6% of people purchasing more than thrice in online.

CHART NO 4.9
Chart representing no of times you buy products in online in the month.

60.00%
50.00%
PERCENTAGE

40.00%
30.00%
20.00%
10.00%
0.00%
More
Once Twice Thrice than
thrice
Percentage 56.90% 15.70% 8.80% 18.60%

Fig 4.9 No of online purchasing a month.

35
INFERENCE:
Majority (56.9%) of the respondents purchase once in a month in
online.

TABLE NO: 4.10

HOW MUCH DO YOU SPEND ON ONLINE SHOPPING
EVERY MONTH?

AMOUNT RESPONDENT PERCENTAGE

Less than Rs 500/- 30 28.8%
Rs 500/- to Rs 2000/- 43 41.3%
Rs 2000/- to Rs 3000/- 19 18.3%
Rs 3000/- to Rs 5000/- 7 6.7%
More than Rs 5000/- 5 4.8%
Total 104 100%

INTERPRECTATION:
From this chart we observe 28.8% of people spending the amount less than
Rs. 500/- for online shopping, 41.3% of people spending the amount Rs 500/- to
Rs 2000/- for online shopping, 18.3% % of people spending the amount Rs
2000/- to Rs 3000/- for online shopping, 6.7% of people spending the amount
Rs 3000/- to Rs 5000/- for online shopping, 4.8% of people spending the
amount more than Rs 5000/- for online shopping.

CHART NO 4.10
Chart representing that respondent spend on online shopping every month.

36
 spend online shopping every
month.
50.00%
Percentage

40.00%
30.00%
20.00%
10.00%
0.00%
Rs Rs
Less Rs 500/- More
2000/- 3000/-
than Rs to Rs than Rs
to Rs to Rs
500/- 2000/- 5000/-
3000/- 5000/-
Percentage 28.80% 41.30% 18.30% 6.70% 4.80%

Fig: 4.10 No of respondent spend online shopping every month.

INFERENCE:
Majority (41.3%) of the respondents purchase once a month Rs 500/- to Rs
2000/-

TABLE NO: 4.11

HOW WOULD YOU RATE YOUR OVERALL ONLINE
SHOPPING EXPERIENCE?

OPTIONS RESPONDENT PERCENTAGE

Excellent 38 36.5%
Very good 27 26%
Good 34 32.7%
Fair 5 4.8%
Total 104 100%

37
Interpretation.
From this chart we observe 36.5% of respondent rated excellent for online
shopping experience. 26% of respondent rated very good for online shopping
experience. 32.7% of respondent rated good for online shopping experience.
4.8% of respondent rated fair for online shopping experience.

CHART NO 4.11
Chart representing that respondent rated overall online shopping experience.

RESPONDENT RATED OVERALL

ONLINE SHOPPING EXPERIENCE.
40.00%
35.00%
30.00%
PERCENTAGE

25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Excellent Very good Good Fair
Percentage 36.50% 26% 32.70% 4.80%

Fig 4.11 No of respondent rated overall online shopping experience.

INFERENCE:

Majority (36.5%) of the respondents says excellent for an online experience.

38
TABLE NO: 4.12
HOW LIKELY ARE YOU TO RETURN TO THIS WEBPAGE
FOR YOUR ONLINE SHOPPING?

OPTIONS RESPONDENT PERCENTAGE

Very likely 52 50.5%
Somewhat likely 45 43.7%
Highly likely 6 5.8%
Total 103 100%

INTERPRETATION.
From this chart we observe 50.5% of respondent very likely to visit online
shopping. 43.7% of respondent somewhat likely to visit online shopping. 5.8%
of respondent highly likely to visit online shopping.

CHART NO 4.12
Chart representing that respondent are likely return through the webpage for
online shopping.

39
 RESPONDENT ARE LIKELY
RETURN THROUGH THE
WEBPAGE FOR ONLINE…
60.00%
PERCENTAGES

40.00%
20.00%
0.00%
Very Somewha Highly
Likely t likely Likely
Percentages 50.50% 43.70% 5.80%

Fig 4.12 Respondent are likely return through the webpage for
online shopping.

INFERENCE:
Majority (50.5%) of the respondents very likely return to the webpage
through online shopping.

40
TABLE NO: 4.13
WHICH PAYMENT METHOD DO YOU PREFER FOR
ONLINE SHOPPING?

PAYMENT MODE RESPONDENT PERCENTAGE

Cash on delivery 57 54.8%
UPI 27 26%
Credit/Debit card 14 13.5%
Net banking 6 5.8%
Total 104 100%

INTERPRETATION.
From this chart we observe 54.8% of respondent prefer cash on delivery for
online shopping. 26% of respondent prefer UPI for online shopping. 13.5% of
respondent prefer credit/ debit card for online shopping. 5.8% of respondent
prefer net banking for online shopping.

CHART NO 4.13
Chart representing payment method for online shopping.

41
 PAYMENT METHOD
60.00%

50.00%
PERCENTAGE

40.00%

30.00%

20.00%

10.00%

0.00%
Cash on Credit/Debit
UPI Net banking
delivery card
Percentage 54.80% 26% 13.50% 5.80%

Fig 4.13 Respondent is payment method for online shopping.

INFERENCE:
Majority (54.8%) of the respondents were used cash on delivery mode.

TABLE NO: 4.14

WHICH APP DOES YOU MOSTLY USED FOR SHOPPING?

ONLINE SHOPPING RESPONDENT PERCENTAGE

Amazon 62 59.6%
Flipkart 29 27.9%
Snapdeal 1 1%
Myntra 4 3.8%
Others 8 7.7%
Total 104 100%

42
INTERPRETATION.
From this chart we observe 59.6% of respondent was mostly used for Amazon
shopping, 27.9% of respondent was mostly used for Flipkart shopping, 1% of
respondent was mostly used for snapdeal shopping, 3.8% of respondent was
mostly used for myntra shopping, 7.7% of respondent was selected others.

CHART NO 4.14
Chart representing app mostly used for shopping.

ONLINE SHOPPING
70.00%
60.00%
PERCENTAGE

50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Amazo Flipkar Snapde
Myntra Others
n t al
Percentage 59.60% 27.90% 1% 3.80% 7.70%

Fig 4.14 Respondent are app most use for shopping.

INFERENCE:
Majority (59.6%) of the respondents was mostly used for Amazon shopping.

43
TABLE NO: 4.15
DID YOU SUGGEST YOUR FRIENDS TO PURCHASE IN
ONLINE SHOPPING?

OPTIONS RESPONDENT PERCENTAGE

YES 73 71.6%
No 7 6.9%
Maybe 22 21.6%
Total 102 100%

INTERPRETATION.
From this chart we observe 71.6% of respondent was chosen yes, 6.9% of
respondent was chosen no, 21.6% of respondent was chosen maybe.

CHART NO 4.15
Chart representing that respondent suggest friends to purchase in online
shopping.

OPTIONS
80.00%
PERCENTAGE

60.00%

40.00%

20.00%

0.00%
Yes No Maybe
Percentage 71.60% 6.90% 21.60%

44
 Fig 4.15 Respondent are suggesting friends to purchase through online
shopping.

INFERENCE:
Majority (71.6%) of the respondents was suggesting their friends to purchase
through online shopping.

4.9 CHI SQUARE

Age of respondent and opinion about overall online shopping experience.

H0 (Null hypothesis) = There is no significant relationship between Age of

respondent and opinion about overall online shopping experience.

H1 (Alternative Hypothesis) = There is significant relationship between Age of

respondent and opinion about overall online shopping experience.

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
VAR00001 * VAR00002
120 100.0% 0 0.0% 120 100.0%

45
 Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 134.388a 20 .000

Likelihood Ratio 28.258 20 .103

N of Valid Cases 120

a. 23 cells (76.7%) have expected count less than 5. The minimum expected count is .01.

46
 CHAPTER-5
FINDINGS AND SUGGESTIONS

47
 CHAPTER-5
FINDINGS AND SUGGESTIONS
Based on the analysis and discussion on primary data and reviews collected
through secondary data in the previous chapter.

Finding and Suggestions of the study in logical manner.

5.1 FINDINGS:
From the questionnaire, the following points are founded and noted

* Majority (73.1%) of the respondents of my questionnaire is belonging

to age of 15-25.
* Majority (68.9%) of the respondents of my questionnaire is male.
* Majority (83.1%) of the respondents of my questionnaire is unmarried.
* Majority (58%) of the respondents of my questionnaire are Student.
* Majority (31.4%) of the respondents monthly income is Rs 5,000/- Rs
15,000/-
* Majority (80.8%) of the respondents have experience in E-commerce.
* Majority (52%) of the respondents many often purchasing online.
* Majority (35.9%) of the respondents was buy dress in online.
* Majority (56.9%) of the respondents purchase once in a month in
online.
* Majority (41.3%) of the respondents purchase once a month per Rs
500/- to Rs 2000/-
* Majority (36.5%) of the respondents says excellent for an online
experience.
* Majority (50.5%) of the respondents very likely return to the webpage
through online shopping.
* Majority (54.8%) of the respondents were used cash on delivery mode.
* Majority (59.6%) of the respondents was mostly used for amazon
shopping.
* Majority (71.6%) of the respondents was suggesting their friends to
purchase through online shopping.

5.2 SUGGESTIONS:
Online shopping is convenient, in that you can shop around, find the best
prices, and have your packages delivered right to your doorstep without ever

48
having to leave the comfort of your home. But getting a great deal online
involves more than just getting the lowest price.

You’II want to be sure that products arrive on time, that quality is what you
expected, that items include a proper warranty, and that there is a way for you
to return products or get support with any questions or issues you have.
Apply these tips to improve the online shopping.

 ‘Free shipping’ is the magic words to many customers. Think about

it. Offering free shipping shows that you care about the customers’
experience, even as they’re paying for their goods. They’ll remember
that, and they’ll be back.
 There are so many fraud cases with online customer that’s why they
don’t want to again use E-Commerce and one more thing some time
they confused what we should do and where we should do they
complain. Security of the funds also of the main reason of the behind
the E-Commerce .Sometimes, online customer faces the problem of
the refund of the funds. So government as well as facilitators of the E-
Commerce should make the clear guideline regarding this.
 Nothing’s worse than a site where the customer can’t see where to
go. Map your site out so they can see exactly what you sell, and
where they should go to get it. It saves them time and hassle when
they come to buy.
 Allow online shoppers to engage with your ecommerce site and
visualize how to incorporate your products into their everyday lives
with the power of social proof. These are the visual and text reviews
that customers leave endorsing your products. Platforms like
Instagram, YouTube, and Facebook have given brands the ability to
collet real visual stories from customers about their products and
visual marketing software such as Pixlee allows marketers to display
this user generated content on their brand sites.

49
 CHAPTER-6
SUMMARY AND CONCLUSION

50
 CHAPTER-6
6.1 Summary of Emerging of E-commerce
At its core, electronic commerce or e-commerce is simply the buying
and selling of goods and services using the internet, when shopping online.
However, the term is often used to describe all of a seller's efforts, when
selling products directly to consumers.

6.2 conclusion
Research in e-commerce implementation can give a significant result.
In order to get an overview of the current research in this area, a systematic
literature search was undertaken to identify ecommerce implementation
articles from four databases. We have found 65 most related articles after
inclusion and exclusion criteria process for obtaining the maximum relevance
to our study objectives. The articles were published between 2006 and 2015.
The results of this review indicate the e-commerce implementation as a whole
process is rather inadequately addressed. Although there are extensive
studies of factors in e-commerce implementation, we have found the utmost
relevant factors. There are no research efforts, at least in our selected papers,
which have actually provided the solution or activities in the e-commerce
implementation. Nevertheless we feel that the results presented in this paper
have few imperative implications. This study contributes to the first systematic
literature review of e-commerce implementation area. Hence the results from
this review may assist researchers in the area of ecommerce implementation.

51
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APPENDIX:
A STUDY ON EMERGING OF E-COMMERCE.

QUESTIONNAIRE:
1. Name of the respondent ___________

2. Age of respondents

a. 15-25

b. 26-35

c. 36-45

d. 45 and above.

3. Marital status of the respondent___________

a. Married

b. Unmarried

c. Separated.

4. Occupation of the respondent___________

a. Government employee

b. Private Employee

c. Student

d. Others

e. Business

53
5. Monthly income of the respondent___________

a. Rs 5,000/- to Rs 15,000/-

b. Rs 15,000/- to Rs 25,000/-

c. Rs 25,000/- to Rs 50,000/-

d. Rs 50,000/- above

e. No salary.

6. Gender of the Respondent___________

a. Male

b. Female

c. Prefer not to say

d. Others

7. Can you have experience in E-commerce?

a. Yes

b. No

8. How often do you shop on this site?

a. Very often

b. Seldom

c. Very often

9. Choose products you buy frequently on this site___________

a. Perfumes and oils

b. Accessories

c. Dresses

d. Electronic Items

e. Others

54
10. How many times do you shop online a month?

a. Once

b. Twice

c. Thrice

d. More than Thrice

11. How much do you spend on online shopping every month?

a. Less than Rs 500/-

b. Rs 500/- to Rs 2000/-

c. Rs 2000/- to Rs 3000/-

d. Rs 3000/- to Rs 5000/-

e. More than Rs 5000/-

12. How would you rate your overall online shopping experience?

a. Excellent

b. Very good

c. Good

d. Fair

13. How likely are you to return to this webpage for your online

shopping?

a. Very likely

b. Somewhat likely

c. Highly likely

55
14. Which payment method do you prefer for online shopping?

a. Cash on delivery

b. UPI

c. Credit/Debit card

d. Net banking

15. Which app do you mostly use for shopping?

a. Amazon

b. Flipkart

c. Snapdeal

d. Myntra

e. Others

16. Did you suggest your friends to purchase in online shopping?

a. Yes

b. No

c. Maybe

17. Any suggestions about E-commerce___________

56
THE END…….

57