CHAPTER 1

INTRODUCTION

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1.1INTRODUCTION
Online shopping is a form of electronic commerce which allows consumers to directly buy goods or
services from a seller over the internet using a web browser or a mobile app & the tendency of online shopping
is mostly seen in youth. Online shopping is very relevant in nowadays. Consumers find product of interest by
visiting the websites of the retailer directly or by searching among alternative vendors using a shopping search
engine, which displays the same product’s availability and pricing at different e-retailers. A customer can shop
online through devices like desktop computers, laptops, tablet computers and smart phones. One of the benefits
of online shopping is its convenience and many more as advantages.

The internet is a global communication medium that is frequently being used as an innovative tool for
the marketing of goods and services. The reason behind this shift is that the internet offers many advantages
over traditional channels of marketing. Online shopping simplifies the process of shopping for both sellers and
consumers. The online shopping process only involves placing an order while relaxing on your couch and
allows you to keep a track of the package until it gets delivered. In this project, we will discuss about the
effectiveness of online shopping.

Online shopping has simplified the process for the manufacturers as well as there is no middle cost
included in the product. They can sell directly through online channels which makes the product comparatively
cheaper, hence increasing their sales. It also allows manufacturers to raise the quality of the product since they
get direct reviews from the customers. On the other hand, with the increase in competition, sellers have also
raised the quality of their products which proved to be beneficial for buyers as they get good quality products.

Amazon.com is a world-leading online shopping platform popular in United States. Around 150.6
million mobile users in the world access this e-commerce online retail website to buy goods and services.
Amazon.com has set up its branch offices in many countries – Mexico, Poland, Singapore, South Africa,
Korea, Taiwan, India, Japan, and others. Amazon.com, headquartered in Seattle, Washington, is an internet-
based enterprise selling A to Z of consumer needs. The company’s logo suggests that the website provides a
wide variety of products from A to Z, such as web service, data storage lease, and cloud computing.

The company was initially started by selling books online in 1994. Jeff Bezos, former Wall Street stock fund
executive, chose the name Amazon.com basically because the name was initiated with the letter and the
relationship with the tremendous South American waterway (Companies History, 2020). He always had the
strategy of expanding to increase the growth. After the field-tested strategy, the organization ventured into
selling PC games and music in 1998. At about a similar time, Amazon extended its administrations globally
by buying other online book shops in the UK and Germany. By the turn of the Millennium, it had additionally
2
ventured into selling buyer hardware, computer games, programming, home-improved products, toys, games,
and more.

1.2 STATEMENT OF PROBLEM

The internet is one of the important mediums that own all kinds of features, which implies a great potential
and powerful advertising medium in the future. This study focuses on the effectiveness of online shopping
among the people, and how the customer aware of various brands. This study also helps to find out the factors
of online shopping. This research helps to understand the possibility of future growth of online shopping.

1.3 SIGNIFICANCE OF THE STUDY

This study will help to understand the effectiveness of the online shopping It is a subset of e-business that
utilises electronic medium to perform marketing objectives for organizations. Online shopping simplifies the
process of shopping for both sellers and consumers. The online shopping process only involves placing an
order while relaxing on your couch and allows you to keep a track of the package until it gets delivered. The
important goal is to increasing purchase habits of consumer.

1.4 OBJECTIVES OF THE STUDY

1. To analysis the factors influencing of online shopping among the people.

2. To know the satisfaction level of online shopping.

3. To study the problem faced by consumers while purchasing of goods through website.

1.5 SCOPE OF THE STUDY

Today generation is interested in online activities. They give more preference to purchase through online
market. This study shows the people perception on online marketing and how online marketing influence the
people. The online marketing sales promotions attract the people, so they give more preference to purchase
through online. So, this study helps to know the people satisfaction of online marketing.

1.6 DESCRIPTIVE STUDY

The present study is designed as a descriptive one. The necessary data has collected from both primary and
secondary sources.

SAMPLE SIZE

Totally the research has been collected from 50 respondents.

1.7 SOURCE OF DATA

Source of primary data: -

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The main source of data for this study is primary source. In this study primary data are obtained through well-
structured questionnaire.

Source of secondary data: -

Secondary data needed for the study have been collected from journals, websites, magazines, newspaper etc.

TOOLS FOR PRESENTATION

Statistical tools were used to facilitate the tabulation, classification and analysis of data. The tools used for
this study is given below.

Tables

Charts

Graphs

Percentage

Mean

1.8 PERIOD OF THE STUDY

The has been conducted during the period of December 2022 to March 2023

1.9 LIMITATIONS OF THE STUDY

1.The sample size is small and this will also affect the generalisation of findings.

2. Findings of the survey are based on the assumption that the respondents have given correct

information.

3. Some of the respondents were reluctant to answer.

1.10 CHAPTER SCHEME

CHAPTER 1 INTRODUCTION

CHAPTER 2. REVIEW OF LITERATURE

CHAPTER 3. THEORETICAL BACK GROUND OF THE STUDY

CHAPTER 4. DATA ANALYSIS AND INTERPRETATION

CHAPTER 5. FINDINGS, SUGGESSTIONS AND CONCLUSION

4
 CHAPTER 2

REVIEW OF LITERATURE

5
REVIEW OF LITERATURE

The online market is growing at an exponential rate. At the same time, technology has enhanced the
capacity of online companies to collect, store, maintains, transfer and analyse vast amount of data from and
about the consumer who visit their websites. This increase in the collection and use of data has raised public
awareness and consumer concern about online privacy. Number of studies has been in this field some of which
are discussed below: -

1. MadhuBala and Deepak Verma (2018) The consumer is looking and searching more on internet to find
the best deal from the sellers around India as compared to traditional or conventional methods. In this study
we acknowledged from digital marketing such as search engine optimisation (SEO), Search Engine marketing
(SEM), Content Marketing, Influencer marketing, Content Automation, e-commerce Marketing, Campaign
Marketing and Social Media Marketing Social Media Optimization, e-mail Direct Marketing, Display
Advertising, e-books, optical disks and games and are becoming more and more common in our advancing
technology.

2. Dave Chaffey and Paul Russell Smith (2017) Conduct this study on ‘Popular Digital Marketing
Excellence ‘. Planning, optimizing and integrating online marketing is fully updated, keeping you in line with
the changes in this dynamic and exciting field and helping you create effective and up to date customer centric
digital marketing plans. A practical guide to creating and executing digital marketing planning with the
creative use of new digital models and digital tools. It is designed to support both marketers and students of
business or marketing who want a through yet practical grounding in digital marketing.

3. Soheila Bostanshirin (2014) This study involves use of interactive, virtual spaces for the sake of promoting
and selling goods and services. internet based communication technologies had contributed to the
restructuration of major economic sectors including marketing. Internet marketing has brought about different
business incredible gains. New method also involves its special disadvantage, eg:-lack of personal contact,
security and privacy etc which should be taken account for. The study continues with challenges. Such as
problems of security, privacy etc emerged in the field of marketing from implementation of virtual space
produces.

4. Daniel RaresObada (2013) The aim is to provide a critical review of flow theory -a psychological state
and its marketing outcomes in online environments. Despite the strong interest of researchers from various
discipline adopting the flow theory to online environments has been problematic. Based on a careful
examination of the literature, we identified conceptual challenges confronted when studying flow online. The
paper further discusses some possible solutions for challenges and underline the need for challenges and
underlines the need for more studies in the research area. Finally marketing outcomes of applying flow theory
in online environment were examined.
6
5. Dave Chaffey et al (2013) A practical guide to creating and executing e-marketing plans. It combines
established approaches to marketing planning with the creative use of new e-models and e-tools. This new
edition seamlessly integrates social media technology like face book, check in, social networking tablets and
mobile applications in to the mix. It also includes brand new sections on online marketing legislation and
Codes, plus an expanded section on email marketing the most commonly used e-marketing tool

6. Mary Lou Roberts and Debra Zabay (2012) This study provides comprehensive coverage of the rapidly
changing field of internet marketing that is timely and relevant. It relies on extant marketing theory where
appropriate and introduces many conceptual frameworks to structure student understanding of internet
marketing issues.

7. Hatem EI-Gohary (2012) This study aims to analyse the different factors affecting the adoption of
electronic marketing by Egyptian small tourism organizations. Advanced statistical tools and SEM were used
to analyse the collected data. The findings indicated that Egyptian tourism organizations internal and external
factors have a great impact on the adoption of e-marketing by such organizations.

8.Marilou Loakimidis (2010) This study investigates the media based content and opportunities for an
interaction used by 12professional sports teams in four top-tier leagues (hockey, football, rugby, soccer) in
North America and Europe. The National Football League (NFL)used more online marketing strategies and
more media-based content than teams in the National Hockey League (NHL). The premiere league (Soccer)
or the super league (rugby), moreover US sports team surpassed teams in the other leagues in using the internet
for internet for sports marketing.

9. Hsin Hsin Chang et al (2009) online market has been growing rapidly over the past several years, electronic
marketing activities have drawn a lot of attention. Many companies generated customer loyalty by improving
electronic services quality but the effects needed to be further examined. The purpose of the study is to
integrate relevant literature and develop a comprehensive research model of e-commerce to identify it’s
antecedent and consequential research variables. The study tests the interrelationship among the perception of
e-service quality, customer satisfaction and customer loyalty.

10. John A Schibrowsky et al (2007) The purpose of this study is to examine the internet marketing literature
to determine how internet marketing research has evolved in terms of quantity, content and publication outlets.
In addition, the paper identifies important trends in the internet marketing literature and provides a view of the
research gaps and expected topical areas of Interest.

11. Roderick J Brodie et al (2007) while the recent international surveys conducted by Barwise and Farley
have led them to claim that e-marketing (eM) is “starting to come of age”, the has been little empirical research
about eM’s actual impact an marketing practice and performance. Also show that the adoption of eM is
positively associated with performance which supports Day and Bens contention that firms adopting eM are

7
likely to have competitive advantage. The success of eM largely comes from the support and enhancement of
integration with other marketing practices.

12. Elizabeth S Moore and Victoria J Rideout (2007) The internet has become an important marketing
communication tool and is being used by advertisers to target children. This has prompted calls for a review
of online marketing practices from public health officials, policy makers, consumer advocates and industry
groups. The objectives of this study are to inform decision makers about the nature of online marketing to
children and to identify practices that may raise policy concerns. The authors report results of the first
systematic content analysis of food marketers’ websites that either target children directly or contain content
of interest to them. The authors identity 11online marketing practices of public policy relevance. They discuss
the empirical findings in terms of these issues and outline research needs.

13.Yahushua Liebermann and Shmuel Stashevsky (2002) Perceived risk is an important ingredient in the
consumer decision making process. The purpose of the present study is to investigate what are the perceived
barriers to internet usage and e-marketing by both user’s and non-users. By understanding these potential
obstacles more efficient marketing strategies will become available that will drive internet use and e-
commerce.

14. Melody y kiang et al (2000) This study revealed that a set of factors and channel choice functions that are
considered important in making channel decisions. Using this as a basis, four major channel functions namely-
products, customisation, availability, logistics and transaction complexity are considered relevant in
understanding the implications for internet marketing. The area of channel selection we provide a means of
classifying internet marketing initiatives based on product characteristics can help analyse the significance of
each factor on the success of a firms online marketing approach customers and add value to their products.

15. Joseph Heine (1996) This study explores some of the ways that companies are or will be using the internet
to improve the marketing of their commercial businesses. It focuses upon practical lessons that marketing
professionals can use to match and customize the resources of their form to the needs of their customers. It
shows how marketing professionals can began to use the tools of the internet -websites, e-mail, newsgroup
and search engine -to move closer to

REFERENCE

➢ Madhu Bala, Deepak Verma -A critical review of digital marketing, M Bala, D verma (2018). A critical
review of digital marketing. international journal of management, IT &Engineering 8(10), 321-339,
2018.
➢ Dave Chaffey, Paul Russell Smith -Digital Marketing excellence: Planning, optimizing and integrating
online marketing, Taylor and Francis, 2017.

8
➢ SoheilaBostanshirin -Online marketing: Challenges and opportunities. Proceedings ofSOCIOINT14-
International conference on social science and Humanities, Istanbul, September, 8-10, 2014.
➢ Dave Chaffey, paul Russell smith, paul Russell Smith -e-marketing excellence: planning and
optimizing your digital marketing. Rutledge, 2013.
➢ Daniel Raresobada -Flow theory and online marketing outcomes: a critical literature review.
ProcediaEconomics and Finance 6, 550-561, 2013.
➢ Mary Lou Robert, Debra zahay-Internet marketing: Integrating online and offline strategies
CengageLearning, 2012.
➢ Hatem EI Gohary-Factors affecting e-marketing adoption and implementation in tourism firms. An
empirical investigation of Egyptian small tourism organizations. Tourism Management 33(5), 1256-
1269, 2012.
➢ Marilou Loakimidis -Online marketing of professional sports clubs: Engaging fans on a new playing
field. International journal of sports marketing &sponsorship 11(4), 2010.
➢ HsinHsinchang, Yao-Hua wang,Wen-Ying Yang -The impact of e-services quality, customer
satisfaction and loyalty on e-marketing :Moderating effect of perceived value. Total quality
management 20(4), 423-443, 2009.
➢ Elizabeth S Moore, Victoria J Rideout -The online marketing of food to children: is it just fun and
games? Journal of Public policy & Marketing 26(2), 202-220, 2007.
➢ John A schibrowsky, James W Peltier, Alexander Nill -The state of internet marketing
research.European journal of marketing 2007.
➢ Elizabeth S Moore, Victoria J Rideout -The online marketing of food to children: is it just fun and
games? Journal of Public policy & Marketing 26(2), 202-220, 2007.
➢ Roderick J Brodie, Heidi Winkhofer, Nicole E Coviello, Westley J Johnston -Is e-marketing coming
of age? An examination of the penetration of e-marketing and firm performance. Journal of interactive
marketing21(1), 2-21, 2007.
➢ Yehoshua Liebermann, Shmuel Stashevsky –Perceived risks as barriers to internet and e-commerce
usage. Qualitative Marketing Research: An international journal, 2002.
➢ Melody Kiang, TS Raghu, Kevin Huei-Min Shang-Marketing on the internet who can benefit from an
online marketing approach? Decision support systems 27(4), 383-393, 2000.
➢ Joseph Heinen (1996) Internet Marketing practices Information management &computer
security,1996.

9
 CHAPTER 3

THEORATICAL BACKGROUND OF THE

STUDY

10
INTRODUCTION OF ONLINE SHOPPING
The history of online shopping 1979 – It all began when Michael Aldrich ‘invented’ online
shopping. Using videotext, a two way message service, it revolutionized businesses. Online shopping started
early in 1995 by the introduction of internet in India. Online shopping became popular during the Internet
boom in 1999-2000 with the well know auction site know as bazee.com. As of 2020, customers can shop
online using a range of different computers and devices, including desktop computers, laptops, tablet
computers, smartphones and smart Speakers. India plaza was the first ever online shopping store; founder was
K. Vaitheeswaran, founded in June 1999. Earlier it was named as Fabmall and was US based company, but
after a period of time it was renamed and launched as Indiaplaza in India. Amazon launches first online
shopping site in India. Online retailer Amazon has launched its first shopping website in India. The company
took its first steps into the Indian market in February 2012 when it launched Junglee.com, a site which allowed
customers to compare prices online but not purchase items directly.

Online Shopping

Online shopping is a unique form of electronic commerce (known as ecommerce) which connects
customers and sellers on all corners of the internet with the use of a web browser. Today, it is not uncommon
to come across online stores that present a range of products, along with specifications, features, photos and
prices to prospective customers.

As a result, there are two forms an online shop could take. First is as a B2C store which connects business-
to-customers. Second is as a B2B online store which connects business-to-business. Either way, every human
with access to the Worldwide Web has engaged in online shopping.

The Online Shopping Process

The process of online shopping may be defined as when consumers decide to use the internet to shop.
Hollensen (2004) alleges that the internet has developed into the “new” distribution channel. Using the internet
to shop online has become one of the primary reasons to use the Internet, combined with searching for products
and finding information about them (Joines et al., 2003). The following points show how online shopping
takes place:

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 ▪ Connect to the internet and open online shopping website

▪ Browse the website and choose purchase items

▪ Add the item in the shopping cart

▪ Continue shopping

▪ Checkout and submit orders

▪ Login or register on the website

▪ Choose transport mode and delivery speed

▪ Choose payment mode.

▪ Enter personal details like shipping address, phone number, email etc

▪ Confirm order(s) and complete the payment

▪ Shopping success and logout.

Modes of online shopping

1)Business-to-Business (B2B)

Business-to-Business (B2B) e-commerce encompasses all electronic transactions of goods or services

conducted between companies. Producers and traditional commerce wholesalers typically operate with this
type of electronic commerce.

2)Business-to-Consumer (B2C)

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The Business-to-Consumer type of e-commerce is distinguished by the establishment of electronic business
relationships between businesses and final consumers. It corresponds to the retail section of e-commerce,
where traditional retail trade normally operates.

These types of relationships can be easier and more dynamic, but also more sporadic or
discontinued. This type of commerce has developed greatly, due to the advent of the web, and there are already
many virtual stores and malls on the Internet, which sell all kinds of consumer goods, such as computers,
software, books, shoes, cars, food, financial products, digital publications, etc.

3. Consumer-to-Consumer (C2C)

Consumer-to-Consumer (C2C) type e-commerce encompasses all electronic transactions of goods or services
conducted between consumers. Generally, these transactions are conducted through a third party, which
provides the online platform where the transactions are actually carried out.

4)Consumer-to-Business (C2B)

In C2B there is a complete reversal of the traditional sense of exchanging goods. This type of e-commerce is
very common in crowdsourcing based projects. A large number of individuals make their services or products
available for purchase for companies seeking precisely these types of services or products.

5)Business-to-Administration (B2A)

This part of e-commerce encompasses all transactions conducted online between companies and public
administration. This is an area that involves a large amount and a variety of services, particularly in areas such
as fiscal, social security, employment, legal documents and registers, etc. These types of services have
increased considerably in recent years with investments made in e-government.

6) Consumer-to-Administration (C2A)

The Consumer-to-Administration model encompasses all electronic transactions conducted between

individuals and public administration.

Advantages of online shopping

1)Convenience

Convenience is the biggest advantage, as online shopping allows people to shop from wherever and whenever
they want. They don't have to stand in long queues waiting for their chance to enter the shopping complex.
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Online shopping allows them to shop 24/7 that too with one click. They can replace the products conveniently
without facing any hassle of going out.

2) More Variety

Online shopping makes it possible to get several products from different brands and sellers all in one place
which was not possible earlier. Online shopping also allows consumers to buy the product from international
brands too. It has increased the possibility of choices which allows the consumer to shop with more variety.

3)Feedbacks

Unlike Conventional modes of shopping, online shopping has paved the way to go through other consumers'
feedback before buying any product or service. Feedbacks help them to differentiate between the two products
and make a decision accordingly.

4) Better Prices

Online shopping allows you to buy the product directly from the manufacturer. There is no middle cost
involved in it, which helps you in grabbing good products with cheap deals and better prices.

5)No crowd

Major disadvantage of the conventional mode of shopping is the large crowd to deal with. Online shopping
allows the consumer to avoid the nuisance of being in-crowd and gives them a chance to buy the product from
their peaceful quiet room.

6) Price Comparison

Researching the different products and comparing them is much easier in online shopping. E-commerce sites
have the option to compare the products with one click which was not possible earlier.

7) Easy Replacement

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

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Disadvantages of online shopping

1)Negative environmental impact of packaging and gas

Having your purchase packed in several layers of plastic and cardboard packaging and delivered right to your
front door is good for you, but not so great for the environment. Even if you try to recycle the cardboard,
you’re creating unnecessary waste by shopping online.

2)Shipping problems and delays

Even the biggest and best shipping companies and online retailers have their bad days, so there’s no way to
ensure that you’ll get your hands on your purchase in time unless you pick it up from a store. Items get lost,
detoured, damaged, or delivered to the wrong address more often than you can Imagine.

3)Risk of fraud

If you’re shopping online, there’s a larger risk of fraud, credit card scams, phishing, hacking, identity theft,
counterfeit products, bogus websites, and other scams are common.

4)Spending too much time online

Especially if your job requires that you look at a computer all day, you might get burnt out on all that screen
time. Shopping online can turn into a marathon of scrolling and clicking down rabbit holes and before you
know it, you’ve been online for most of the day. The internet is a nice place to visit, but you probably don’t
want to live there.

5)Less contact with community

If you do all your business online, you’ll never have to leave your home. This might be great for a while but
sometimes, you might want to go outside, breathe some fresh air, get a change of Scenery, talk to real people,
participate in your community, and just be a part of the crowd. Sometimes, a computer monitor can’t compete
with a real human connection.

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6)No sales assistance
In a store, there’s usually someone to help you but online, you’re on your own. If you’re confused or have
questions, it’s just too bad for you. You might have to make blind purchases and mistakes you’ll regret later
because there was no one to talk to.

7)No support for local retailers

If everyone started doing all their shopping online, all the local stores would go out of business. When all the
stores in town are gone, we’ll have to drive further and further away to shop at a real store. Many people and
places have already experienced the negative and sometimes devastating impacts of e-commerce which take
away jobs and devastate local economies.

Online Marketing Tools

There are various tools/models to online marketing. However, choosing the right one is very important. Each
of them has its own advantage and disadvantage. choosing modes mainly depends upon the kind of product
you have and your target audience. Below is the extensive analysis on the various tools of internet marketing.

1)Search Engine Optimisation (SEO)

A web search engine is tool designed to search for information on the World Wide Web. The search results
are usually presented in a list and are commonly called hits. The information may consist of webpages, images,
information and other type of files. Some search engine also mine data available in database or open
directories. Unlike web directories, which are maintained by human editors, search engine operates
algorithmically or are a mixture of algorithmic and human input.

2)Affiliate Marketing

Affiliate marketing enables you to increase online sales by promoting your products and services through a
network of affiliate sites on a payment by result basis. It also provides the opportunity to generate additional
revenue by exploiting your sites own content to promote the products and services of other online merchants

3)E-Zines (Online Magazines)

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These publications are focused on specific topics and may be a way to reach a target audience interested in
that subject. Some companies have gathered the e-mail address of potential customers and used these lists to
send out product information specific to client interests. However, these are usually for big companies like
multinationals.

4)Banner Advertising

Banner advertising can play an extremely important role with in your website strategy. One can use banner
advertising as a means of promoting its own products and services raising awareness or as a way of generating
revenue by selling advertising space on your own website.

5)Rich Media Advertising

Looking for ways to make online advertising more compelling and hopefully there by more acceptable,
marketers have increasingly been turning to streaming advertising. The other channel for streaming advertising
is essentially an infomercial. Consumers can download a streaming clip for a product or services from a
marketer’s website.

5)Rich Media Advertising

Looking for ways to make online advertising more compelling and hopefully there by more acceptable,
marketers have increasingly been turning to streaming advertising. The other channel for streaming advertising
is essentially an infomercial. Consumers can download a streaming clip for a product or services from a
marketer’s website.

6)E-mail Marketing

An alternative is to purchase lists of customer e-mail address indexed by special interests from a private
company such as post master direct or even us, pc software’s for mass e-mailing. It is a Form of direct
marketing which uses electronic mail as a means of communicating commercial or fundraising messages to
an audience. In its broadest sense, every e-mail sent to a potential or current customer could be considered e-
mail marketing.

7)B2B Web portal

B2Bis ‘business to business ‘. B2B website portal is one e-market place for suppliers. Manufactures factory
sellers, wholesalers, exporters to post trade leads to find importers, buyers and buying leads. It is also one
online directory for buyers and importers to find suppliers for their products. Its website portal benefits supplier
and purchaser, exporters and importers, sellers and buyers.

8)Social Media Marketing

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Social media are online technologies and practice that people use to share opinions insights, experience and
perspectives with each other. Social media are distinct from industrial media, such as newspaper, television
and films. While social media are relatively inexpensive and accessible tools that enable anyone to purchase
or access information industrial media generally require significant resources to publish information. Internet
is the new age tool for marketers to optimize their businesses. There has been a huge growth in internet usage
in the last decade.

Online shopping apps in India

▪ Amazon
▪ Myntra
▪ Flipkart
▪ AJIO
▪ Meesho
▪ Shopify
▪ Snapdeal

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 CHAPTER 4

DATA ANALSIS AND INTERPRETATION

19
DATA ANALYSIS AND INTERPRETATION

Data analysis and interpretation are the integral part of the research. Analysis means computation
of certain indices of measurement of co-efficient along with searching from pattern of relationship. The
analysis provides answer to the question activated in the research. Interpretation refers drawing inferences
from the collected facts after the analytical study. It is critical examination of the result of analysis of data
collection. It is through the interpretation; the researcher is able to understand the real significance of his or
her findings

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 TABLE NO 4.1

GENDER WISE CLASSIFICATION

GENDER NO. OF RESPONDENTS PECENTAGE

Male 12 24
Female 38 76
Total 50 100
sources: primary source

CHART NO 4.1

GENDER WISE CLASSIFICATION

24%

76%

Male Female

INTERPRETATION

The above chart shows the respondents on the basis of gender. From the chart show 76% of respondents are
female and 24% of respondents are male.

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 TABLE NO 4.2

AGE WISE CLASSIFICATION

AGE NO. OF RESPONDENTS PERCENTAGE

15-25 39 78
25-35 7 14
35-45 3 6
Above 45 1 2
TOTAL 50 100
sources: primary source

CHART 4.2

AGE WISE CLASSIFICATION

2%

6%

14%

78%

15-25 25-35 35-45 Above 45

INTERPRETATION
The above chart shows that age wise classification of respondents. From the chart show that 78% of
respondents age are 15-25. 14% of respondents age are 25-35. 6% of respondents age are 35-45. 2% of
respondents age are above 45.

22
 TABLE NO 4.3
EDUCATIONAL CLASSIFICATION
EDUCATION NO. OF RESPONDENTS PERCENTAGE
SSLC 3 6
Plus two 4 8
Degree 24 48
PG 14 28
Others 5 10
Total 50 100
Source: Primary Data

CHART NO 4.3

EDUCATIONAL CLASSIFICATION

60%

50%

40%

30%

48%
20%

28%
10%

8% 10%
6%
0%
SSLC Plus two Degree PG Others

INTERPRETATION

The above chart shows the respondents on the basis of educational qualification. From the chart show 48% of
respondents are degree qualified. 28% of respondents is PG. 10% of respondents are others. 8% of respondents
of plus two and 6% of respondents are SSLC.

23
 TABLE NO 4.4

OCCUPATION WISE CLASSIFICATION

OCCUPATION NO. OF RESPONDENTS PERCENTAGES

Business 0 0
Self employed 4 8
Student 35 70
Government employee 3 6
Private sector 8 16
Total 50 100
Source: Primary Data

CHART NO 4.4

OCCUPATION WISE CLASSIFICATION

70%

60%

50%

40%

30% 70%

20%

10%

0% 0% 8%
6% 16%
Business
Self employed
Student
Government
employee Private sector

PERCENTAGE

INTERPRETATION

This analysis shows the occupation wise classification. Out of the total respondent 70%of them are
students,16%of them are private sector,8% of them are salaried employee and 6%of them are government
employees.

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 TABLE NO 4.5

RESPONDENTS ON THE BASIS OF FREQUENT ONLINE SHOPING

OPTIONS NO. ORESPONDENTS PERCENTAGE

Strongly agree 5 10
Agree 21 42
Neutral 20 40
Disagree 4 8
Strongly disagree 0 0
Total 50 100
Source: Primary Data

CHART NO 4.5

RESPONDENTS ON THE BASIS OF FREQUENT ONLINE SHOPING

0%
8%
10%

40%
42%

Strongly agree Agree Neural Disagree Strongly disagree

INTERPRETATION

The above figure shows that the respondents on the basis frequent online shopping.42%of respondent is agreed
with the statement that they are frequent online shoppers and 40%of respondent are neutral and 10% of
respondent are strongly agree this statement and 8% of respondents are disagree the statement and no one
strongly disagree this statement.

25
 TABLE NO 4.6
CLASSIFICATION ON THE BASIS OF AVAILABILITY OF INFORMATION
RELATING TO SHOPPING PRODUCT THROUGH ONLINE
OPTIONS NO OF RESPONDENT PERCENTAGE
Strongly agree 5 10
Agree 26 52
Neutral 17 34
Disagree 2 4
Strongly disagree 0 0
Total 50 100
Source: Primary Data

CHART NO 4.6
CLASSIFICATION ON THE BASIS OF AVAILABILITY OF INFORMATION
RELATING TO SHOPPING PRODUCT THROUGH ONLINE

60%

50%

40%

30% PERCENTAGE
52%

20% 34%

10%
10%
4%
0% 0%
Strongly Agree Neutral Disagree Strongly
agree disagree

INTERPRETATION
The analysis shows that whether consumers get adequate information relating to shopping product through
online.52%of respondents is agreed that they get adequate information for shopping and 34%of respondents
are neutral and 10% of respondents are strongly agree this statement and 4% of respondents are disagree this
statement.

26
 TABLE NO 4.7
CLASSIFICATION ON THE BASIS OF SOURCE OF INFORMATION
OPTIONS STRONGLY AGREE NEUTRAL DISAGREE STRONGLY MEAN
AGREE DISAGREE SCORE
Search 40 84 36 14 2 3.52
engines
Product 50 72 36 18 1 3.54
catalogues
Advertiseme 40 68 42 6 8 3.28
nt
Friends and 55 48 24 24 7 3.16
family
Others 50 68 30 8 9 3.3
Source: Primary Data

CHART NO 4.7
CLASSIFICATION ON THE BASIS OF SOURCE OF INFORMATION
3.6
3.54
3.52
3.5

3.4

3.3
3.3 3.28

3.2 3.16

3.1

2.9
Search engines Product catalogues Advertisement Friends and family Others

INTERPRETATION
The table no 4.7 show the classification on the basis of source of information. Product catalogues is the widely
used source of information that has highest mean score of 3.54 among others. Another source is search engines
they have second highest mean score is 3.52. The source other consists of mean score at 3.3. The source
advertisement consists the mean score at 3.28. The last factor friends and family consist the lowest mean score
of 3.16.

27
 TABLE NO 4.8

CLASSIFICATION ON THE BASIS OF CONFIDENTIAL BUYING THROUGH

ONLINE
OPTIONS NO OF RESPONDENT PERCENTAGE
Strongly Agree 3 6
Agree 19 38
Neutral 27 54
Disagree 1 2
Strongly Disagree 0 0
Total 50 100
Source: Primary Data

CHART NO 4.8
CLASSIFICATION ON THE BASIS OF CONFIDENTIAL BUYING THROUGH
ONLINE
60%
54%

50%

40% 38%

30%

20%

10% 6%
2%
0
0%
Strongly Agree Agree Neutral Disagree Strongly Disagree

PERCENTAGE

INTERPREATION
The above chart shows that the respondents’ opinion about confidential buying through online. 54%of
respondent is neutral with and 38%of respondent are agree and 6% of respondent are strongly agree this
statement and 2% of respondents are disagree the statement and no one strongly disagree this statement.

28
 TABLE NO 4.9
SATISFATION LEVEL ON CONFINDENTIAL BUYING THROUGH ONLINE
OPTIONS NO. OF RESPONDENT PERCENTAGE
Highly satisfied 5 10
Satisfied 34 68
Neutral 10 20
Dissatisfied 1 2
Highly dissatisfied 0 0
Total 50 100
Source: Primary Data

CHART NO 4.9
SATISFATION LEVEL ON CONFINDENTIAL BUYING THROUGH ONLINE

68%
70%

60%

50%

40%

30%
20%
20%
10%
10% 2%
0%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied

PERCENTAGE

INTERPRETATION
The above chart shows classification on the basis satisfaction level of respondents on confidential buying
product through online. 68% of respondents are satisfied the confidential buying through online. 20% of
respondents are neutral, 10% of respondents stands highly satisfied and 2% of respondents dissatisfied with
the statement.

29
 TABLE NO 4.10
CLASSIFICATION ON THE BASIS OF PAYMENT METHOD
OPTIONS NO. OF RESPONDENTS PERCENTAGE
Debit card 5 10
Credit card 0 0
Cash on delivery 33 66
UPI 12 24
Others 0 0
Total 50 100
Source: Primary Data

CHART NO 4.10
CLASSIFICATION ON THE BASIS OF PAYMENT METHOD

70% 66%
60%
50%
40%
30%
20% 10% 24%
10%
0%
0%
Debit card 0
Credit card
Cash on delivery
UPI
Others
PERCENTAGE

INTERPRTATION
The above chart show the classification on the basis of payment methods. 66% of the respondents have make
payment at cash on delivery.24% of respondents make payments in the ways of UPI and 10% of respondents
make payment through debit card.

30
 TABLE NO 4.11
CLASSIFICATION ON THE BASIS OF FEATURES OF ONLINE SHOPPING
SITES
FEATURES RANK RANK RANK RANK RANK RANK TOTAL MEAN
1 2 3 4 5 6 SCORE
Customer 120 90 28 9 0 2 249 4.98
friendly
Design 84 90 40 12 4 2 232 4.64

Privacy and 96 80 44 12 4 1 237 4.74

secure
checkout
Social 90 40 9 8 1 232 4.64
networking 84
integration
Multiple 102 90 32 9 4 1 238 4.76
payment
gateway
Return 132 60 40 6 6 1 245 4.9
facility
Source: Primary Data

CHART NO 4.11
CLASSIFICATION ON THE BASIS OF FEATURES OF ONLINE SHOPPING
SITES

4.98%

4.90%

4.76%
4.74%

4.64% 4.64%

CUSTOMER DESIGN PRIVACY AND SOCIAL MULTIPLE RETURN FACILITY

FRIENDLY SECURE NETWORKING PAYMENT
CHECKOUT INTEGRATION GATEWAY

31
INTERPRETATION
The above table shows the classification on the basis of features of online shopping sites. It can be noteded
from the table that the important feature is customer friendly as it got highest mean score of 4.98. the second
important features is return facility with a mean score of 4.9. Third important feature multi payment gateway
with a mean score of 4.76. the fourth important feature is privacy and easy checkout with a mean score of
4.74.The least important feature is design and social network integration with a mean score of 4.64.

32
 TABLE NO 4.12
CLASSSIFICATION ON THE BASIS OF OFFERS PROVIDED BY ONLINE
STORES
OPTIONS NO. OF RESPONDENTS PERCENTAGE
Strongly agree 8 16
Agree 24 48
Neutral 16 32
Disagree 2 4
Strongly disagree 0 0
TOTAL 50 100
Source: Primary Data

CHART NO 4.12
CLASSSIFICATION ON THE BASIS OF OFFERS PROVIDED BY ONLINE
STORES
60%

50%

40%

30%
48%
20%
32%
10%
16%
4%
0% 0%
Strongly agree Agree Neutral Disagree Strongly disagree

Percentage

INTERPRETATION
The above figure shows that the classification on the basis of offers provided by online stores. 48%of
respondents are agreed that they get offer from online store. 32% respondents are neutral with this statement.
16% of respondent are strongly agree this statement and 4% of respondents are disagree the statement and no
one strongly disagree this statement.

33
 TABLE NO 4.13
CLASSIFICATION ON THE BASIS OF FACTORS INFLUNCE PURCHASE
PRODUCT THROUGH ONLINE
Factors Rank Rank Rank Rank Rank Rank Rank Rank TOTAL MEAN
1 2 3 4 5 6 7 8 SCORE
Product quality 184 105 60 5 0 3 0 0 357 7.14
Cost effective 168 147 24 5 0 9 0 0 353 7.06
Time consuming 128 161 24 15 0 3 6 0 337 6.74
Discount
112 126 48 15 12 3 0 6 322 6.44
Fast delivery 6 0
112 140 48 15 8 1 330 6.6
offers 128 126 48 10 12 3 4 0 331 6.62
Wider selection 120 140 48 5 8 3 4 1 329 6.58
Advertisement 80 147 66 10 12 3 2 1 321 6.42
Source: Primary Data

CHART NO 4.13
CLASSIFICATION ON THE BASIS OF FACTORS INFLUNCE PURCHASE
PRODUCT THROUGH ONLINE
7.20%

7.00%

6.80%

6.60% 7.14%
7.06%
6.40% 6.74%
6.60% 6.62% 6.58%
6.20% 6.44% 6.42%

6.00%

MEAN SCORE

INTERPRETATION
Table no 4.13 shows the classification on the basis of factors influncing purchase product through online. It
can be noteded from the table the important influncing factor is product quality as it got highest mean score
7.14. The second important influncing factor is cost effective with a mean score of 7.06. Third important
influncing factor is time consuming with a mean score of 6.74. the fourth important influncing factor is fast
delivery with a mean score of 6.66.The fifth important influncing factor is discount with a mean score of 6.44.

34
the sixth important influncing factor is offers with a mean score of 6.62. The seventh important influncing
factor is wider selection with a mean score of 6.58. The least important influncing factor is advertisement with
a mean score of 6.42.

TABLE NO 4.14

CLASSIFICATION OF RATING OF PRODUCT QUALITY

OPTIONS NO. OF RESPONDENTS PERCENTAGES
Excellent 3 6
Good 32 64
Average 14 28
Below average 1 1
Poor 0 0
Total 50 100
Source: Primary Data

CHART NO 4.14
CLASSIFICATION OF RATING OF PRODUCT QUALITY
70%
64%

60%

50%

40%

30% 28%

20%

10% 6%
1% 0%
0%
Excellent Good Average Below average Poor

Excellent Good Average Below average Poor

INTERPRETATION
The chart shows that rating of quality of product that purchased through online website out of 50 respondents,
64%of respondents rates quality of product at good. 28% respondents rate product quality is average . 6%
respondents rate product quality at excellent ,and remainig2% respondents rate product quality at below
average

35
 TABLE NO 4.15
CONVENIENCE OF ONLINE SHOPPING
Options No. Of Respondents Percentage
Strongly Agree 5 10
Agree 26 52
Neutal 14 28
Disagree 3 6
Strongly Disagree 2 4
Total 50 100
Source: Primary Data

CHART NO 4.15
CONVENIENCE OF ONLINE SHOPPING

60%
52%

50%

40%
28%
30%

20%
10%
6%
10% 4%

0%
Strongly Agree Agree Neutal Disagree Strongly
Disagree

Percentage

INTERPRETATION
The above figure shows that the classification on the basis of convinecne of online shopping. 52%of
respondents are agreed that online shopping is convinent with this statement. 28%of respondent are neutal and
10% of respondents are stronglyagree.6% of respondents are disagree and 4% of respondents are strongly
disagree with this statement.

36
 TABLE NO 4.16

CLASSIFICATION ON THE BASIS OF PAST EXPERIENCE

OPTION NO. OF RESPONDENTS PERCENTAGE

Highly satisfied 3 6
Satisfied 29 58
Neutral 17 34
Dissatified 1 2
Highly dissatisfied 0 0
TOTAL 50 100
Source: Primary Data

CHART NO 4.16
CLASSIFICATION ON THE BASIS OF PAST EXPERIENCE

70%

60% 58%

50%

40%
34%

30%

20%

10% 6%
2%
0%
0%
Highly satisfied Satisfied Neutral Dissatified Highly dissatisfied

PERCENTAGE

INTERPRETATION
The above chart shows the classification on the basis of past experience with online shopping. The above
figures 58% of respondents are satisfied with past experience a online shopping. 34% of respondents are
neutral. 6% of respondents stands highly satisfied and 2% of respondents dissatisfied the past experience
through online shopping.

37
 TABLE NO 4.17
CLASSIFICATION ON THE BASIS OF SATISFATION OF ONLINE SHOPPING
NO STATEMENT TOTAL MEAN
1 Quality product 208 4.16
2 Delivery services 194 3.88
3 Security and privacy 190 3.8
4 Information quality 179 3.58
5 More choice of product 180 3.6
6 Price 180 3.6
7 Complaint redressal 185 3.7
8 Ease of product return and money refund 163 3.26
9 After sale services 128 2.56
Source: Primary Data

CHART NO 4.17
CLASSIFICATION ON THE BASIS OF SATISFATION OF ONLINE SHOPPING

PERCENTAGE
4.5 4.16
3.88 3.8
4 3.6 3.6 3.7
3.58
3.5 3.26

3
2.56
2.5
2
1.5
1
0.5
0
Quality Delivery Security and Information More choice Price Complaint Ease of After sale
product services privacy quality of product redressal product services
return and
money refund

PERCENTAGE

INTERPRETATION

The above table no 4.17 shows that the satisfaction of online shopping. The most important factor that
contribute highest level of satisfation is quality product with a mean score of 4.16. The second most important
factor is satisfation of delivry services with a mean score of 3.88. The third most important factor is satisfation
of security and privacy with a mean score of 3.8, the next important factor more choice of product and price
with a mean score of 3.6. The fifth most important factor of satisfation of complaint redressal with a mean
score of 3.7. The sixth most important factor of satisfation of ease of product return and money refund with a
mean score of 3.26. The least satisfaction of after sale sevice with mean scor of 2.56.
38
 TABLE NO 4.18

CLASSIFICATION ON THE BASIS OF RISK OF ONLINE SHOPPING

OPINION NO. OF REASPONDENTS PERCENTAGE
Strongly agree 0 0
Agree 11 22
Neutral 25 50
Disagree 12 24
Strongly disagree 2 4
TOTAL 50 100
Source: Primary Data

CHART NO 4.18
CLASSIFICATION ON THE BASIS OF RISK OF ONLINE SHOPPING

50%
45%
40%
35%
30%
50%
25%
20%
15%
22% 24%
10%
5%
4%
0%
0%
Strongly agree Agree Neutral Disagree Strongly disagree

Percentage

INTERPRETATION

The above figure shows that the classification on the basis of risk of online shopping. 50%of respondents are
neutral in this statement. 24%of respondents are dis agree this statement and 22% of respondents are agree
with this statement and 4% of respondents are strongly disagree with this statement.

39
 TABLE NO 4.19
PROBLEMS FACED WHILE ONLINE SHOPPING
OPINION NO. OF REASPONDENTS PERCENTAGE
Always 1 2
Often 8 16
Sometimes 25 50
Rarely 11 22
Never 5 10
Total 50 100
Source: Primary Data

CHART NO 4.19
PROBLEMS FACED WHILE ONLINE SHOPPING

PERCENTAGE
60%

50%

40%

30%
50%
20%

10% 22%
16%
10%
0% 2%
Always Often Sometimes Rarely Never

PERCENTAGE

INTERPRETATION

The above figure shows that the classification on the basis of respondents have faced any problem on online
shopping. 50%of respondents are sometimes faced problems. 22%of respondents are rarely faced problems.
16% of respondents often faced problems. 10% of respondents are always faced problems and 10%of
respondents are never faced problems.

40
 TABLE NO 4.20
CLASSIFICATION ON THE BASIS KIND OF PROBLEMS FACED WHILE
ONLINE SHOPPING
NO. STATEMENT TOTAL MEAN
1 Delay in delivery 146 2.92
2 Poot tracking 156 3.12
3 Product damages 191 3.82
4 Cheap quality 145 2.9
5 Security problems 112 2.24
6 Lack of payment options 94 1.88
7 Extra hidden charges 180 3.6
Source: Primary Data

CHART NO 4.20
CLASSIFICATION ON THE BASIS KIND OF PROBLEMS FACED WHILE
ONLINE SHOPPING

3.82 3.6
4 3.12
2.92 2.9
3 2.24
1.88
2
1
0
Delay in Poot Product Cheap Security Lack of Extra
delivery tracking damages quality problems payment hidden
options charges

Percentage

INTERPRETATION

The above table no 4.20 shows that the kind of problem faced while online shopping. The most important
problem of online shopping is product damage with a mean score of 3.82. The second most important problem
of online shopping id extra hidden charges with a mean score of 3.6. The third most important problem is poor
tracking with a mean score of 3.12. The fourth most important problem is delay delivery with a mean score of
2.92. The fifth most important problem is cheap quality with a mean score of 2.9. The sixth most important
security problem with a mean score of 2.24. The another problem of lack of payment option with mean scor
of 1.88.

41
 CHAPTER 5
FINDINGS,SUGGESTIONS AND CONCLUSION

42
5.1 FINDINGS
The major findings of the study are as follows :

➢ Out of 50 respondents 78%of them are in the belong to the age group of 15-25.
➢ Out of 50 respondents 76% are female.
➢ The study shows that42% of respondents are agree with freequent online shopping.
➢ Out of 50 respondents 52% of respondents are agreed that they get much information relating to
shopping product through online.
➢ Out of 50 respondents get information about online shopping ,the source is product catalogues with
consist of highest mean score of 3.54
➢ Out of 50 respondents 54% stand netural in case of personal information is kept confidential when
buying product through online.
➢ The study shwos 68% of respondents are satisfied that payment information is kept secure when
buying product through online.
➢ The study shows 66% of respondents out of 50 respondents make payment through cash on
delivery.
➢ Out of 50 respondents the most of the respondents choose the important feature of online shopping
is customer friendly with mean score of 4.8.
➢ Out of 50 respondents 40% of respondents stand agree and netural that they get attractive offers
provided by this stores.
➢ The product quality is the most important influencing factors , that may influence to purchase
product through online .
➢ The study 64% of respondents are rate the quality of product is good.
➢ Out of 50 respondents 52% of respondents are agree to feel online shopping is more convienient
than offline shopping.
➢ Out of 50 respondents 58% of respondents are satisfied the past experience with online shopping
from Amazon.
➢ The factor product quality is the most important factor that may contribute highest level satisfaction
among respondents.
➢ In this study 50% of respondents sometime face problem on online shopping
➢ The most problem faced by consumers while online shopping is product damage that got highest
mean score of 3.82.

43
5.2 SUGGESTIONS

• Give more important to the quality of the product.

• Improve after sale services.
• Provide better advertisement technique.
• Give some better features and security offers.
• Try to reduce product damage.
• Try to increase product satisfaction of consumers.
• Try to increase product same quality as advertisement.
• Make user -friendly interface.
• Online shopping would have been more effective if it could have been able to provide the product with
assured quality . Aslo if they could have provided much better description about the product and to
ensure a 100% product return or refund within the allowed by the company. These would create the
best platform for shopping.
• Complaint should be handled properly.
• Personal information should be handled carefully.
• Make checking out simple and allow shoppers to save their cart.
• Offer live chat , free shipping.
• Offer variety of payment option.
• Utilize customer feedback.

44
5.3 CONCLUSION

The project report entitled “A study on effectiveness of online shopping with special refence to Amazone”. It
is a survey conducted among online market users. The study help to understand the customers opinion about
the satisfaction and influence of online shopping. This opinion and view collected by the questionnaire.

The analysis using tool like simple percentage method revels that the most of the customers are satisfied
with quality, security, features provided by the online shopping.The analysis can be revels the online marketing
provide more facilities for customers to purchasing online. Today customers are more comfortable and
satisfied purchasing through online market.

45
BIBLIOGRAPHY

Websites

• www.google.com

• http ://en.m Wikipedia

• http ://www.thentioan.com

Books and Reference

• Steven Bellman (1999), - predictors of online buying behaviour Vol 42 no.2 communications of the ACM •
Lohse, GL., and Spiller.(1999), -Internet Retail Store Design :How the user interface influence traffic and
sales, journal of computer meditated communications, Vol 5 No.2

• Wu, S.(2003), -The relationship between consumer characteristics and attitude toward online shopping
Marketing Intelligence and planning, 21(1), 37-44 • Prospects of e-commerce in India by Shamna and
mirtal(2009) • DIGITAL MARKETING -Digital marketing pro secrets by Praveen kumar • Fundamentals of
Digital Marketing by Puneet Singh Bhatia • DIGITAL MARKETING STRATEGY -An integrated approach
to online marketing by Simon Kingsnorth

46
APPENDIX

47
 QUESTIONNAIRE

Name :

1. Gender : Male Female

2. Age : 15-25 25-35 35-45 Above 45
3. Educational qualification :
SSLC Plus two Degree PG Others
4. what is your occupation ?
Business Self employed student Government emloyee Private
employee
5. You are a frequent online shopper ?
Strongly agree Agree Netural Disagree Strongly
disagree
6. Do you get much information relating to shopping product through online ?
Strongly agree Agree Netural Disagree
Strongly disagree
7. From where you gather information about various products before purchase

Particulars Strongly Agree Netural Disagree Strongly

agree disagree
Search engines
Product catalogues
Advertisement
Friends and family
Others

8. How confident you are that your personal information is kept confidential when buying product
through online ?
Strongly agree Agree Netural Disagree Strongly
disagree
9. Are you satisfied that your payment information is kept secure when buying products through
online ?

48
 Highly satisfied Satisfied Netural Dissatisfied
Highly dissatisfied
10. How do make payment while shopping online ?
Debit card Credit card Cash on delivery UPI Others
11. Features you think necessary for an online shopping site .
NO Factors Rank
1 Customer friendly
2 Design
3 Privacy and secure checkout
4 Social networking integration
5 Multiple payment gateway
6 Return facility

12. You get attracted by the offers provided by this stores.

Strongly agree Agree Netural Disagree

Strongly disagree

13. What are the factors that influence to purchase the product through online ?
NO Factors Rank
1 Product quality
2 Cost effective
3 Time consuming
4 Discount
5 Fast delivery
6 Offers
7 Wider selection
8 Advertisement

14. How do you rate quality of the product ?

Excellent Good Average Below average poor
15. Overall , you feel online shopping is more convenient than offline shopping
Strongly agree Agree Netural Disagree

Strongly disagree

16. Your past experience with online shopping from Amazon ?

49
 Highly satisfied Satisfied Netural Dissatisfied
Highly dissatisfied
17. Are you satisfied with the online purchasing

Particulars Highly Satisfied Neutral Highly Dissatisfied

satisfied dissatisfied
Quality product
Delivery service
Security and privacy
Information quality
More choice of product
Price
Complaint redressal
Ease of product return and
many refund
After sale service

18. Do you think online shopping is risky ?

Strongly agree Agree Netural Disagree Strongly disagree

19. Have you faced any problem on online shopping ?

Always Often Sometimes Rarely Never
20. What kind of problem did you faced while doing shopping through online ?

Particulars Strongly Agree Netural Disagree Strongly

agree disagree
Delay in delivery
Poor tracking
Product damages
Cheap quality
Security problems
Lack payment options
Extra hidden charge

21. If you have any suggestions to improve the effectiveness of online shopping , please write down .

50
51