CHAPTER-I

INTRODUCTION DESIGN OF STUDY

1.1 INTRODUCTION

Nowadays business organization has switched over from the traditional methods of

selling Goods and service to electronic mode of selling goods. Today many companies

have started using the Internet with the objective of cutting marketing costs. There by

reducing the price of their product and service in order to stay ahead in highly

competitive markets. Online shopping is form of electronic commerce which allows

consumers to directly buy goods or services from a seller over the Internet. It offers so

many services to the customer like variety of foreign brands. Quality products,

Guarantee and warrantee facilities, special discount and offers etc. The main advantage

of using online shopping is, it can be used at any time and its easy access to global

market.

Online shopping is a form of electronic commerce which allows consumers to

directly buy goods or services from a seller over internet using web browser. Consumer

finds a product of interest by visiting Website of retailer directly or by searching among

online vendors. Using a shopping search engine which displays the same product

available and pricing at different e-Retailers. The term does not only include buying

things online but also searching for them online. Online shopping has been around for

about twenty-five years. It has grown in popularity significantly. Today, we can purchase

nearly anything online. In fact, retail experts say that online shopping will soon overtake

traditional shopping in monetary terms. Search engines and online price comparison

services are useful for finding sellers of a specific product. The biggest challenge for

online shopping is to provide and maintain customer satisfaction. A key success factor to

survive in a fierce competitive e-environment is a strategy that focuses on services. A

company must deliver superior service experiences to its customers, so that they will

repurchase and be loyal to the firm. E-services are services which use the Information

and communication techniques. The three main services of e-commerce are Service

provider, Service receiver and channel of service delivery. Internet is the main channel of

service delivery. The concept of service quality can be defined as consumer's overall

evaluation and judgment of excellence and quality of e-service offering in a virtual

marketplace E-Service Quality is the difference between customers' expectations for

service performance priorities the service encounters and their expectations about service

performance prior to the service offering. E-service quality has various definitions,
Santos (Santos, 2003) suggest that it can be defined "as the consumers overall evaluation

and judgment of the excellence and quality of e-service offerings in the virtual

marketplace." The most commonly used definition of e-service quality is "the extent to

which a website. In the service industry, definitions of service quality tend to focus on

meeting customers’ needs and requirements and how well the service delivered meets

their expectations. In order to deliver and maintain service quality, an organization must

first identify what it is that constitutes quality to those whom it serves (Gronross 1984).

The invention of the Internet has created paradigm shift of the traditional way people

shop. A consumer is no longer bound to opening times or specific locations; he can

become active at virtually any time and place and purchase products or services. The

Internet is a relatively new medium for communication and information exchange that

has become present in our everyday life. The number of Internet users is constantly

increasing which also signifies that online purchasing is increasing (Joineset,

Scherer&Scheufele, 2003). The rapid increase is explained by the growth in the use of

broadband technology combined with a change in consumer behavior (Oppenheim Ward,

2006).

The Internet is considered a mass medium that provides the consumer with purchase

characteristics as no other medium. Certain characteristics are making it more convenient

for the consumer, compared to the traditional way of shopping, such as the ability to at

anytime view and purchase products, visualize their needs with products, and discuss

products with other consumers (Joinetal.2003).Oppenheim and Ward (2006) explain that

the current primary reason people shop over the Internet is the convenience. They also

recognize that the previous primary reason for shopping online was price, which has now

changed to convenience.

Online shopping is the process consumers go through when they decide to shop on the

Internet. The Internet has developed into a "new" distribution channel (Hollensen,2004)

and the evolution of this channel, e-commerce has been identified by Smith and

Rupp(2003) to be the most significant contribution of the information revolution. 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 (Joinesetal,

2003). Smith and Rupp (2003) also state that the consumers have never had access to so

many suppliers and product/service opinions. Therefore, the Internet has developed to a

highly competitive market, where the competition over the consumer is fierce. In order to

have an impact on and retain consumers, in a competitive market, Constantinides (2004)

stated that the first step is to identify certain influencing aspects when purchasing online,

these can be regarded as factors.

1.2 STATEMENT OF THE PROBLEM

The up-gradation of technological development has changing the life style of

people. Changing family structure and life style has redefined the shopping pattern of

customers. Today they prefer online mode of purchase. Though it has reached vast

majority of people, even now, some of the customers prefer traditional shopping became

of lack of security. Lack of feel and touch, Wrong products deliver and so on. This

study tries to identify the customer views and problems faced by them while using online

shopping in Coimbatore city.

1.3OBJECTIVES OF STUDY

The Main Objectives of Conducting the research is,

 To identify socio-economic profile for the respondents.

 To have a theoretical over view of Online Shopping.

 To find out the relationship between socio-economic factors and consumers satisfaction.

 To analysis the problem faced by consumers in Tirunelveli area.

 To Provide Suitable Suggestions to the Respondents.

1.4 SCOPE OF THE STUDY

The Present study focused studying the problems faced by consumer about online

shopping and also provides suitable suggestion to the consumer. The responders covered

for the study are in Tirunelveli area

1.5 HYPOTHESIS TO BE TESTED

There is no significant relationship between problem of consumer and demographic

profile of the respond.

1.6 METHODOLOGY

This section describes the methodologies which include the collection of data the

construction of interview schedule and tools for analysis.

 1.6.1 COLLECTION OF DATA

The research has collected from both primary and secondary data were collected

from consumers through Interview, schedule, secondary data were collected from book,

journal, articles and website

1.6.2 SAMPLING DESIGN

The study was carried out with the consumers residing in and around Tirunelveli.

In Tirunelveli area there are 60 consumers were selected. There are selected out random

by adopting a convenient sampling method.

1.6.3 FIELD WORK

The researcher herself carried out the field work for this study. It was conducted

during the period from July 2022 to November 2022. The research have issued for

interviewer schedule for collection on working days and holidays

1.7 LIMITATION OF THE STUDY

The following are the limitation of the study:

1. The result obtain cannot be generalized to the population as a whole.

2. As the study was conducted for a short duration of four months it is difficult to study in

depth about to the various aspects.

3. Time, cost and other resources where constraints for a fully comprehensive study.

4. As the responders are selected form consumers, the detail provided by them may be

biased this may be caused due to fear, lethargic attitude, lack of commitment etc..,

1.8 CHAPTER SCHEME

The present study is Coordinated into seven chapter. The first chapter present the

“Introduction and design of the study” It covers introduction, statement of the problems,

objectives of the study, scope of the study, hypothesis to be tested, methodology,

geographical coverage.

1) Limitation of the study and chapter scheme.

2) The second chapter deals coverage with the review of literature

3) The third chapter deals with the theoretical overview of online shopping.

4) The fourth chapter depicts the profile of the consumers

5) The fifth chapter described the study in a nutshell and findings of the study and the

recommendations for the study are set in a detailed comportment.

 CHAPTER-2

REVIEW OF LITERATURE

2.1 INTRODUCTION:

The reviewing of the literature serve varied interesting features which form the vital

background for the study. The following are the reviews relating to the present study.

2.2 REVIEW RELATING TO PRESENT STUDY:

N. Rameshkumar (2018)1 in this article entitled that the technology has changed the

way of shopping among customers. In the busy schedule customers are not ready to

spend their time for purchasing goods from shops. They prefer to purchase goods service

from the comfort of their home. Online shopping allows people to buy things from the

comfort of their homes. It offers wide range of services to the customers. At the same

customers are facing some problems in online shopping. The present study aims at

knowing customer problems and prospectus in online shopping. For this purpose,

primary data was collected from 120 respondents. Data was tabulated and analyzed with

the help of statistical tools to achieve the 1objectives of the study.

K. Vanitha, et al.,(2016)2 in this article entitled that today the amount of trade that is

conducted electronically using online shopping has increased with a wide spread usage of

internet and technology. Online shopping include transferring of funds online, Marketing

over internet, buying and selling of goods and service etc. The online shopping has

become more popular among the consumers. For online shopping the customers should

have knowledge about usage of internet and computer. Internet has become the centre of

not only our personal and social lives, but also our business and professional lives.

1
N. Rameshkumar “Problem and prospectus of Online Shopping” International Journal of
Management,IT&Engineering Vol.8,Issue7,July2018
2
K. Vanitha ,M. Prakash A study of Common Problem Faced by Customers in “Online Shopping with
special Reference of Coimbatore city” International Journal of current Research and Modern Education
Vol 1 Issue 2016
 C.K. Sunitha (2018)3 in the article entitle that the act of purchasing product or

service over the internet. Online shopping is a form of e-commerce, where by consumers

directly buy goods or service from a seller over internet without an intermediary service.

When a consumer buy a product or service over the internet instead of going to a

traditional Brick and motor store, is called online shopping. An online shop, e-store,

Internet shop, web shop, web store, online store or visual store evokes the physical

analogy of buying product or service at bricks and mortar retailer or shopping center.

Shoppers can visit web store form the comfort of the homes and shop by sitting in

front of the computers. Consumers can buy a variety of items from online store. People

can purchase just about anything from companies that provide their product. Books,

Clothing, Household appliances, toys, hardware, software and health insurance are just

some of the products purchase through online. The largest of these online retailing

corporations are Flipkart.com; Amazon.com, e.bay.com etc. Even through online

shopping is very convenient for the consumers, there are many problems faced by the

respondents. So the researcher tries to find out the problems faced by the respondents

while shopping through while shopping through online. So seventy five respondents were

met and data were collected from them regarding the problems while shopping through

online.

R. Muthukumar (2017)4 in this article entitle that the online shopping an wonderful

invention, in which the consumers can directly buy goods or service from a seller in real

time with the help of online shopping mechanism, with no intermediary service, over the

internet. It is also known as online shop, e-shop, e-store, internet shop, web shop, web

store, online store, or virtual store. It is a form of electronic commerce where in the sale

or purchase transaction is completed electronically and interactively in real time. 3

3
C.K. Sunitha “Problem towards Online Shopping “International Journal of Emerging Technologies in
Engineering Research Vol 6 Issue 1, April 2018
 Recently a large percentage of electronic commerce is conducted entirely in electronic

form. This process is called Business-in-Consumers (B2C). It is a form of electronic

commerce where in the sale or purchase transaction is completed electronically and

interactivity in real time. Online retailers are also known as e-tillers and online retail is

sometimes known as e-tail. Almost all big retailers are now electronically present on the

World Wide Web. Online shopping such an easy way of doing shopping mechanism

provides the changed face of retailing to the suppers. Initially, the consumers very well

go through the websites of the store before travelling to the store to purchase. Later, now,

many shoppers are just by passing the direct visit store and order for the required product

or service through online directly from the websites. Even with all the great effort of

online store to improve their system or mechanism, there are few problems the

consumers still have to face while their online shopping. This paper aims to analyze the

issue in online shopping system.

Ms. Sobha (2016) 5 in this article entitled that the online shopping the present study

problems into the problems and prospectus of online shopping in India market. Online

purchasing of goods, is prevalent to a much larger extend in recent years due to

convinces, speedy transaction, saving time, etc. Despite of these motivational factors,

there are various transactional and non-transactional issues, involved in online shopping.

It also aims to suggest technique to improve the present level of perception.

4
R. Muthukumar, K. Niranjanaa (2017) “A Study on the Problem Faced by the college student in their
online shopping” International Journal of Computational Research and Development Vol 2, Issue 2,2017.
5
Ms. Sobha (2016) “Problem and prospects of online shopping in India with Special Reference to Palakkad
District, Kerala” India Journal of Applied Research Vol 6, Issue No 5, May 2016.
 Veena Vyas (2017) 6 in this article entitled that the online shopping Online shopping

is a key element to the development of our nation, Recent mostly members purchasing

goods from the comfort of your own living room certainly is more convenient than

actually driving to a store, while offering a virtually unlimited array of choice and the

ability to compare price. While online payment and security technology have come a

long way, you still may experience problem with online shopping from time to time.

This, article covers some of the more common issues, such as getting the wrong item of

falling prey to online scams, and way to minimize these potential pitfalls.

Many of the problems seem to arise because the retail and online divisions of major

stores are run by entirely different groups, or at least they were until recently and these

groups sometimes seem more like competitors rather than player working on the same

team. The consumers see the same store brand name, and understandably assume that

entities are identical, but they are not and the results are heaps of confusion and

frustration.

M. Sulthan Barvin (2014) 7 in this article entitled that then online shopping this study

attempts to analyze the customer satisfaction of online and traditional shopping.

Customer’s satisfaction has become a curial point of different in online and traditional

shopping where consumer make weekly, fortnightly or monthly trips and then spend

more on these trips than other times especially in countries like India where competition

in online is very fierce. Unfortunately in traditional shopping, i.e., especially in

departmental store most of the unsatisfied customer do not complaint; they just go

shopping somewhere else. The most popular form of shopping include those that are

click and mortar which means stores that have both physical entity and an on line

presence. The number of strictly using different socio-economic variable. The outcome

of the study suggest that the better understanding of customer satisfaction.5

56
Veena Vyas “Online Shopping Problems in India” International Journal of Advance Research and
Innovative ideas in education Vol 3 Issue No.5 2017
7
M. Sultan Barvin “A Comparative study on Consumer satisfaction towards online shopping and traditional
shopping with special reference” International journal of economics Commerce and Research Vol.4 Issue
No.1 February (2014)
 N. Senthilkumar (2017) 8 in this article entitle that the online shopping provides 6

consumers more choice more information and more ways to buy or sell products, service

and content over the internet. In this paper, an attempt has been made to determine the

problems faced by customers in online shopping with special reference to namakkal

district. A sample of 200 respondents was randomly selected for this study from

Namakkal District. The selected samples were analyzed using simple percentage,

ANOVA, t-test and Friedman ranking test. It is found that customer’s gender, Age,

educational qualification, monthly income have significant difference in the faced by

customers in online shopping.

2.3 SUMMARY

From the above stated reviews it is clear that there are may studies relating to online

shopping but a separate comparative study on problem and prospects of online shopping.

68
N.Senthilkumar, KL.Chandramohan ”A study on Problem faced by Customer is online shopping with
special reference to Namakkal District” Suraj punj Journal for Multi disciplinary Research, Vol 9 Issue
No.6 (2019)
 CHAPTER – 3

THEORETICAL VIEW ON ONLINE SHOPPING

3.1 INTRODUCTION:-

Online Shopping is the process whereby consumers directly buy goods or service

from a seller in real-time, without an intermediary service, over the Internet. It is a from

of electronic commerce. This project is an attempt to provide the advantages of online

shopping to consumers of a real shop. It helps buying the products in the shop anywhere

throught internet by using an android device. Thus the customer will get the service of

online shopping and home delivery from his favorite shop.

3.2 MEANING OF BUYING:

A Buying decision process is the process a customer goes through when buying

a product. It can be seen as a particular from of a less-benefit analysis.

A buying process is the series of steps that a consumer will take to make

purchasing decisions.

3.3 BEHAVIOUR:

Consumer behavior is the study of how individual customers, groups or organizations

select, buy, use and dispose ideas, goods and services to satisfy their needs and `wants.

It refers to the actions of the customers in the marketplace and the underlying

motives for those actions.

3.4 BUYING BEHAVIOUR:-

Buying behavior refers to the decisions and acts people undertake to buy

products or services for individuals as group use. It’s synonymous with the term

consumer buying behavior. Which often applies to individual customers in contrast to

business?

Buying behavior is the driving force behind any marketing process.

Understanding why and how people decide to purchase this or that product or why they

are so loyal to one particular brand is the number one task for companies that strives for

improving their business model and acquiring more customers.

 3.5 MEANING OF CONSUMERS:-

“Consumers” means any person who when such services are availed of with the

approval of the first mentioned person.

 Whether such wiring or availing of services is for any commercial purpose or for

personal use.

3.6 ONLINE SHOPPING:-

Online shopping or e-shopping is searching for and purchasing goods and

services over the internet through the use of a web browser. The main all were of outline

shopping is that consumer can find and purchase items they need without ever leaving the

house.

3.7 FACTORS AFFECTING ONLINE BUYING BEHAVIOR:-

1) Younger Consumers:

The Younger generations. Millennial and generation were brought up in the

digital age. Generation zip particular can’t remember a time before the interest and

technology. The don’t know any different then shopping and processing online. They’re

both Multiscreen generations that like to do online research before making a purchase so

even if they’re buying in-store they’re probably done some sort of browsing online first.

2) Smart Phones:

The first iphone landed in our door steps in 2007 and ever since then the interest

has been far more accessories smart phones give consumers quick and easy access to

technology no matter were they are. Mobile commerce sales rose from E25.5 billion in

2017 to E29 billion in 2018 so there’s no sign of it slowing down.

3) Store Boredom:-

Another reason that consumer are opting to buy online instead of going in store is

because they’ve grown accustomed to existing and interesting experience. The boom in

high street retail before the recession brought with if a lot of the same layout and fee to

stores. Today’s consumers have a strong need for invigorating experiences that a lot of

stores don’t live up to. Retailer that can create a positive buying experience will reap the

results of more traffic coming to their stores.

4) New Online Retailers:

With the rise of online retailer came a now era of online stores. Online retailers

like Asos Ocado and Net a porter grew in huge popularity prompting even more online

stores to popup and prompting high street stores to provide their offering online.

3.8 DIFFERENT BETWEEN ONLINE SHOPPING AND OFFLINE SHOPPING

Points of Difference Online Shopping Offline Shopping

Definition In online shopping, In offline Shopping,
customers can Directly buy customers cannot directly
goods and services. This buy goods and services
type of shopping is also This type of shopping is
known as ecommerce and also known as tradition
internet shopping shop
Availability 24*7 available in online Not available for 24*7 in
shopping, there is no time offline shopping the
restriction you can order shopping store could not
your item or products open at time. You have to
whenever you want wait for the timing

Payment methods You can pay from any In offline shopping mainly
payment method like net there is no payment
banking, credit or debit method
card, Google pay , etc
Physical interaction There is no physical There is fully physical
interaction in the case of interaction in offline
online shopping you can shopping you can touch
just see the item your items. And judge the
quality of your item
Shipping charges In online shopping There is no shipping
sometimes you can pay charge required
shipping charge
Transport cast In online shopping Transport charged could be
sometimes you can pay payable by the customer
shopping charge
Location There is no location and Location is matters in
time matter in online offline shopping.
shopping e.g., you cannot e.g. you cannot order your
order your items at home items at home and office
and office
Cost Less cost effective More cost effective
Effectiveness
At least one device is More cost effective. No
necessary device is necessary
e.g. 10 pot mobile
phone/PC
Internet Internet access is No need for internet access
mandatory
Time saving More time saving Less time saving
Knowledge When you do online There is no knowledge
shopping you have some required of devices and the
knowledge of devices and internet you can simply but
the internet. And also you your desired item in shops
have to use to for same
shopping sites if you are a
new visitor
3.9 Growth of online shopping:

No too many years ago most people shopped in their local stores complete with

parking and weather problems, long lines, and wobby shopping cars. Even when online shopping

was available, people felt uncomfortable using their credit cards and giving their personal

information to cyber shops that has all changed.

Throughout the world online buying has grown exponentially. The money Australians

spend online is projected to increase by about 10 billion within the next five ears. Consumers the

prepared to buy on web. Faster delivery, easier return policies, and many sites offering free

offering free shipping have also increasing the desirability of online buying IBIS world research

fore cast an 8.6% per year increase in online relevance over the next five years.

Growth of online shopping has been characterized by strong consumer demand and the

increasing number and type of goods available. Any 11%annual increase in parcel volume is

likely to continue according to Australia’s postal chief executive physical store are moving at

least part of their companies online in order to cut costs.

In Nigeria and other African countries a growing generation of young, internet

savvy individuals has embraced new, online technology. The international

telecommunication union has documented an increased inter penetration in sub Saharan

Africa. The number of uses are still far below the world average of around 30% but here

increasing as African becomes more familiar and proficient with online shopping E-

Commerce activities have expended in Nigeria, South Africa and Kenya both due to the

proliferation of Mobile phones and availability of faster internet networks in South Africa

51% of individual with internet access shop online in Kenya 18-24% Make online

purchase in Nigeria approximately 28% of the population has internet access according to

ITU figure. The number of mobile call phone subscriptions has stopped 87 Million. A

new group of internet developers are eager to increase buying option by providing

discounted deals on a wide range of product and services. Analysis indicates that a lack

of convenient and reliable electric payment services for online shoppers is a major

problem confronted throughout Africa.

In the us. Forester research shows that $ 248.7 billion online sales are expects by

2014. A compounded growth of 10% is forecast for the here five years. In Western

Europe sales are expected to reach 14 billion Euros ($ 155.7 billion) a growth of 11%

percent annually. Appear computer and consumer electronics will continue to be

 Dominant purchases; these three areas make up 40% of the current online sales which

won’t change in near future.

3.10 HISTORY OF ONLINE SHOPPING

- Electronic shopping was invented by the English inventor called “Michael

Aldrich”. In 1979, he invented the earlier from of e-commerce which allowed online

transaction processing between business and customer’s as well as between and business

- The invention of the first ever web browser i.e., the “world wide web” in 1990 is

the second major proponents of online shopping. Without an inter connected internet,

there would be no online market pieces at all. We own this marvelous invention the

“WWW” to “Time Berners-Lee”. That man in the major reason why millions of people

have accurse to the reasons to the internet which hosts numerous e-commerce platforms.

- After the establishment of these two very important platforms the expansion of online

shopping was only imminent. In “1994, Netscape” development an encryption – based

internet security protocol called SSL-or Secure Sockets Layer. Just ask any ecommerce

owner how important an certificate is to business.

- Because of its security, SSL is always required for basically all finance transaction

online.

- Can’t be a monopoly, so eBay.Com joined the party. At the time EBay was called

Auction Web-good thing they changed the name.

- Once a dream, Online Shopping was now taking shape. Jack Ma, a failure in many things

launched a very prominent Chinese marketplace in 1999 called Alibaba.Com. You know

the one.

- In 2006, kpayPal launched a new way for people to exchange money and buy things they

want online directly from their call phones.

- As of 2020, it’s clear to see that the entire internet is now a virtual shopping mall. With

people choosing to carry out trade on Instragram, Whatsapp and Facebook it’s a safe to

say that we are in the online shopping era.

 CHAPTER-04

PROFILE OF THE CONSUMER

4.1 INTRODUCTION

In order to study the profile of the consumers, It is essential to break down the

respondents on the basics of there demographic profile because these factors differ from

one person to another. There are faced a lot of problems for purchasing goods from

online. The demographic profile of the consumers includes the gender, age, Monthly

income, educational qualification, nature of the family, size of the family and location.

These aspects are explored, tabulated and the results of these are displayed in the section
4.2 GENDER-WISE CLASSIFICATION OF RESPONDENTS

The gender wise classification of the sample respondent is given in Table 4.1

Table 4.1

GENDER WISE CLASSIFICATION

S.NO GENDER NO.OF. PERCENTAGE

RESPONDENDS %

1. Male 12 20

2. Female 48 80

Total 60 100
Source: Primary data

From Table 4.1, It is clear that, out of 60 respondents are male and 48

(80percent) respondent are female

Hence, the majority of the respondents are Female.

4.3 AGE- WISE CLASSIFICATION OF RESPONDENTS

The age were classification of the sample respondent in Table 4.2

Table 4.2

AGE WISE CLASSIFICATION

S.NO AGE NO. OF. PERCENTAGE

RESPONDENDS (%)
1. Upto 20 years 16 27

2. 20 – 40 years 36 60

Total 60 100

Source Primary Data:

From Table 4.2, It is clear that, out of 60 respondents, 16( 27 percent) age group of

up to 20 yrs, 36 (60) age group of 20-40 years and 8 (13) age group of above 40 years

Hence, the majority of the respondents are 20-40 age groups.

4.4 MONTHLY INCOME -WISE CLASSIFICATION OF RESPONDENTS

The monthly income wise classification of sample respondent is given in Table 4.3

Table 4.3

MONTHLY INCOME WISE CLASSIFICATION

S.NO MONTHLY NO.OF PERCENTAGE

INCOME RESPONDENDS (%)

1. Below Rs 10000 18 30

2. Rs 10000-Rs 18 30
20000
3. Rs 20000-Rs 8 13
30000
4. Above Rs 40000 16 27

Total 60 100

Source Primary Data

From Table 4.3, it is clear that, out of 60 respondent 100 percent respondent are

earned up to Rs10000, 18 (30perceent) respondents are earned Rs 100000-Rs20000, 8(13

percent) respondent are earned Rs 20000-Rs30000 and 16 (27percent) respondent are

earned Rs above Rs 40000.

Hence, the majority of the respondents are earned Below Rs 10000 and Rs 10000-

Rs20000
 4.5 EDUCATION QUALIFICATION-WISE CLASSIFICATION OF

RESPONDENTS

The Educational Qualification wise classification of the sample respondents is

given in Table 4.4

TABLE 4.4

EDUCATIONAL QUALIFICATION WISE CLASSIFICATION

S.N EDUCATIONAL
0 QUALIFICATION NO.OF.RESPONDENTS PERCENTAGE
(%)
1) No formal 2 3

2) SSLC 6 10

3) Higher Secondary 16 27

4) Graduation 28 47

5) Post Graduation 6 10

6) Professionals 2 3

Total 60 100

Source: Primary Data

From Table 4.4, It is clear that, Out of 60 respondents 2(3percent) respondent are

studying No Formal, 6(10percent) respondent are studying SSLC, 16 (27percent)

respondent are studying Higher Secondary, 28(4percent)respondent are studying

graduation, 6(10percent) respondent are studying Post Graduation and

2(3percent)respondent are studying Professionals.

Hence, the majority of the respondents are studying graduation.

 4.6 NATURE OF THE FAMILY-WISE CLASSIFICATION OF

RESPONDENTS

The Nature of the family wise classification of the sample respondent is given in

table 4.5

Table 4.5

NATURE OF THE FAMILY WISE CLASSIFICATION

S.NO NATURE OF NO. OF PERCENTAGE

THE FAMILY RESPONDENTS %
1 Joint Family 16 27
2 Nuclear Family 44 73
Total 60 100
Source: Primary Data

From Table 4.5, It is clear that, Out of 60 respondents 16(27percent) respondents are

joint family and 44 (73percent) respondents are nuclear family.

Hence, the majority of the respondents are Nuclear Family.

4.7 SIZE OF THE FAMILY-WISE CLASSIFICATION OF

RESPONDENTS

Size of the family wise classification of the sample respondent is given in table 4.6.

Table 4.6

SIZE OF THE FAMILY WISE CLASSIFICATION

S.NO SIZE OF THE NO.OF PERCENTAGE

FAMILY RESPONDENTS %
1 Upto 2 members 8 14
2 2-4 members 38 63
3 4-6 members 12 20
4 Above 6 members 2 3
Total 60 100

Source: Primary Data

From Table 4.6, It is clear that, Out of 60 respondents 8(14percentage) respondents

are in Up to 2 members, 38(63percentage) respondents are in 2-4 Members, 12

(20percent) respondents are in 4-6members, 2(3percentage) respondents are in Above 6

members.
4.8 LOCATION-WISE CLASSIFICTION OF RESPONDENTS

The Location wise classification of the sample respondent is given in Table 4.7

TABLE 4.7

LOCATION WISE CLASSIFICTION

NO.OF
S.NO LOCATION RESPONDENTS PERCENTAGE%
1) Rural 38 62
2) Semi Urban 6 10
3) Urban area 16 27
Total 60 100
Source: Data Primary

From Table 4.7, It is clear that, Out of 60 respondents, 38(62percent) are

respondent Location Rural, 6(10 percent) are respondent Location Semi urban and

16(27percent) respondent Location Urban area.

Hence, the majority of the respondents are Rural.

4.9 WEBSITE DO YOU PREFER WISE CLASSIFICATION OF

RESPONDENT

The Website do you prefer were classification of the Sample respondent is given

in table 4.8

TABLE - 4.8

WEBSITE DO YOU PREFER

S.No WHICH WEBSITE DO YOU NO.OF PERCENTAGE

PREFER RESPONDENT (%)

1. Flip Cart. Com 12 20

2. Amazon 18 30

3. E-Bay - -

4. Snap deal.com 2 3

5. Olx.com - -

6 Meesho 22 37

7 Mithra.com 2 3

8 Others 4 7

Total 60 100
Source: Primary Data

From Table 4.8, It is a clear that, out of 60 respondents, 12(20percent) respondent

in Flipkart.com, 18(30 percent) are respondent in Amazon, In E-Bay No respondent,

2(3percent) in Snap deal.com are respondent, No respondent are in Olx.com,

22(3percent) are respondent in Meesho, 2(3percent) are respondent in Mithra.co,

4(7percent) are respondent in others.

Hence, the majority of respondent are Meesho

4.10 HOW DO YOU AWARE ONLINE SHOPPING-WISE

CLASSIFICATION OF RESPONDENTS

The sample respondent is given in Table 4.9

TABLE 4.9

ONLINE SHOPPING WISE CLASSIFICATION

HOW DO YOU
AWARE ABOUT
S.NO ONLINE NO.OF.RESPONDENT PERCENTAGE%
SHOPPING
1. Online 18 30
advertisement
2 Offline
advertisement 2 3
3 Friends 20 33
4 Family and 10 17
Relation
5 News paper 4 7

6 Television 4 10
Total 60 100

Source: Primary data

From Table 4.9, It is clear that, Out of 60 respondents, 18(30percent) are respondent

aware knowledge, 2(3percent)are respondent aware knowledge, 20(33 percent)are

respondent aware knowledge, 10(17 percent)are respondent aware knowledge,

4(7percent)are respondent aware knowledge and 4(10 percent)are respondent aware

knowledge.

Hence, the majority of the respondents are friends.

4.11 WHICH TYPE OF PRODUCT DO YOU PURCHASE IN

ONLINE SHOPPING-WISE CLASSIFICATION OF RESPONDENTS

The Type of person do you purchased in Online Shopping wise classification of

the sample respondent is given in Table 4.10

Table 4.10

PURCHASE IN ONLINE SHOPPING WISE CLASSIFICATION

WHICH TYPE
OF PRODUCT
S.NO DO YOU NO.OF.RESPONDENDS PERCENTAGE
UPRCHASED IN %
ONLINE
SHOPPING
1 Electronic items 6 10

2 Home Appliance 8 13

3 Clothes 16 27

4 Foot wear - -

5 Watches 6 10

6 Jewells - -

7 Men Accessories 2 3

8 Women 2 3
Accessories
9 Baby care product 2 3

10 Stationary items 8 13

11 Book and E-book - -

12 Cosmetics 8 13

13 Groceries 2 7

Total 60 100

Source: Primary Data

From Table 4.10, It is clear that, Out of 60 respondent 6(10 percent)are respondent

purchased electronic items, 8(13percent)are respondent purchased Home appliance,

16(27 percent)are respondent purchased Clothes, 6(10 percent)are respondent purchased

watch, 2(3percent)are respondent purchased Men accessories, 2(3percent)are respondent

purchased women accessories, 8(13percent)are respondent Baby care product,

8(13percent) are respondents Cosmetics and 2(3percent)are respondents Groceries

Hence, the majority of the respondents are clothes.

 4.12 TYPE OF SERVICES DO YOU LIKE IT ONLINE SHOPPING:

The Types of services accruing in online shopping by the Respondents are shown in

Table 4.11

Table 4.11

TOTAL MEAN TOTAL MEAN SCORE

S.NO SCORE NO.OF.RESPONDENTS RANK

a) 500280 838 I

b) 11682 1947 III

c) 10526 175.4 IV

d) 11684 194.73 II

e) 9814 163.57 VII

f) 10972 182.87 V

g) 9506 158.4 VIII

h) 11044 184.06 IV

Sources: Primary Data

From table 4.11 it us clear that the respondent mostly feels the “Payment of society”

which is ranked in the first position followed by “Mode of payment” are ranked in the

third, “Personal information privacy are ranked in the fourth, “Warranties-Return

policies” are ranked in the fifth, “Time Saving” are ranked in the sixth, “Convince” are

ranked in the seventh, “Attractive offers” are ranked in the eight

4.13 APPLICATION OF CHI-SQUARE TEST

Chi-square test been employed to determine the relationship between the socio-

economic profile of the respondents and their level of awareness of the common services

offered by the mobile service provides. For computing chi-square value the following has

been used.

X2 =∑ (O-E)2
E
With (r-1) (c-1) degrees of freedom where.

X2= Chi-Square

O= Observe Frequently

E= Expected Frequently

r= No. of rows in a contingency table

c= No. of Columns in a contingency table

The chi-square value is calculated for given level of signification

calculated value is less than the table value. The null hypothesis is accepted, otherwise it

is rejected.
4.13.1 RELATIONSHIP BETWEEN GENDER AND THE PROBLEMS FACED

BY ONLINE SHOPPING.

The Table 4.12 below share the relationship between gender of the responds and

the problems faced by online shopping.

Table: 4.12

RELATIONSiHIP BETWEEN GENDER AND THE PROBLEMS ARE

FACED BY ONLINE SHOPPING

Problems

S. No Gender Low Medium High Total

1) Female - 6 2 8

2) Male - 48 4 52

Total 0 52 6 60

Sources: Primary Data:

From the above table 4.12 it is clear that out of 52 respondent with medium level of

problems faced by online shopping in which 6 respondent and remaining 48 respondents

are female.

Out of 6 respondents with high level of problem faced by online shopping in which 2

respondent are male and remaining 4 respondents are female.

The results of the test are given below.

GENDER

Calculated value 0.096

Table value 5.99

Level of significance 5%

Degree of freedom 2

Result NS

Chi-square test applied to find out the significance of gender of the respondents and

their level of opinion about online shopping

Calculate value is less than the table value the null hypothesis is accepted that there is

no significant relationship between gender and the problems are faced by online

shopping.
Table 4.13.2 RELATIONSHIP BETWEEN MONTHLY INCOME AND THE

PROBLEMS ARE FACED BY ONLINE SHOPPING .

The Table 4.13 below show the relationship between monthly income of the respondents

and the problems faced by online shopping.

Table.4.13

RELATIONSHIP BETWEEN MONTHLY INCOME AND THE PROBLEMS

ARE FACED BY ONLINE SHOPPING

Problems
S. No MONTHLY Low Medium High Total
INCOME
1) belowRs.10000- 14 18 10 42
30000
2) Above 6 8 4 18
Rs.30000-
40000
Total 20 26 14 60
Sources of: Primary Data:

From the above table 4.13 it is clear that out of 26 respondents with medium level of

problem faced by online shopping in which 18 responder and remaining 8 respondents

are above Rs.30000-Rs.40000.

Out of 18 respondents with high level of problem faced by online shopping in which

10 respondents are below Rs.10000-30000 and remaining are 4 respondents are above

Rs.30000-40000.

The results of the test are given below.

MONTHLY INCOME

Calculate value 0.77

Table 5.99

Level of significant 5%

Degree of freedom 2

Result 8

The calculated value is less than table value the null hypothesis is rejected that there

significant relationship between age and problems are faced by online shopping.
4.13.3 RELATION BETWEEN EDUCATIONAL QUALIFICATION

AND THE PROBLEMS ARE FACED BY ONLINE SHOPPING:

The Table 4.14 below show the relationship between Educational Qualification and

the problems are faced by online shopping.

Table 4.14

RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION AND THE

PROBLEMS ARE FACED BY ONLINE SHOPPING.

Educational Problems
S. No Qualification Low Medium High Total

1) Up to High 4 11 5 20
Secondary
2) Above High 7 22 11 40
Secondary
Total 11 33 16 60
Source: Primary Data

From the above table 4.14 It is clear that out of 33 respondents with Medium level

of problem faced by online shopping in which 11 respondents and remaining 22

respondents are above high Secondary.

Out of respondents with High level of problem faced by online shopping in which 5

respondents are up to High Secondary and remaining 11 respondents are above high

Secondary.

The results of the test are given below.

Educational

Qualification

calculated value 0.049

Table value 5.99

level of significant 5%

Degree of freedom 2

Result 8

The Calculated value is less than the table value the null hypothesis is required that

there is significant relationship between Education Qualification and problems are faced

by online shopping.
4.14.2 CONSOLIDATED RESULTS OF CHI-SQUARE TEST

The consolidated results of chi-square test are given in Table 4.14.2

Personal Degree of Calculated Table Inference

Factors freedom value value

Gender 2 5.99 0.096 NS

Monthly 2 5.99 0.77 S

Income

Educational 2 5.99 0.049 S

Qualification
4.14 APPLICATION OF ‘F’ TEST

The researcher has made use of liker scale measures, the mobile Electronic customer

Relationship Management. The Liker scale is one of the most widely used attitude

scaling technique. The scores given to the various degrees are as follows.

1. Strongly Agree

2. Agree

3. No Opinion

4. Disagree

5. Strongly Disagree

The total score of each respondent is obtained by adding scores that has been

received from 12 statements. The mean and standard deviation may be calculated by

using the following formula.

Total score
_____________________

Number of Respondents
The different level of perception has been calculated as follows.
High level perception = Arithmetic Mean + SD
Medium level perception = Score varying between high level
Perception & low level perception
Low level perception = Arithmetic Mean – SD

The respondents having a score of 56 and above 56 are considered as a high level

perception. Respondents having a score of 35 and less than 35 are considered as

perception at a lower level and the respondents having a score varying between high

levels are considered perception at a medium level.

 ANOVA TWO WAY CLASSIFICATION

Source Sum of Degrees of Mean sum of Ratio of ‘F’

of Variation Square Freedom Square

Between SSLC (c-1) MSC=SSC/(c-1) MSC/MSE

columns
Between SSR (r-1) MSR=SSR/(r-1) MSR/MSE
Rows
Residual or SSE (c-1)(r-1) MSE=SSE
Error (c-1)(r-1)
Total SST n-1

Where,

SSC – Sum of square Between columns

SSR – Sum of square between rows

SSE – Sum of square due to error

SST – Total Sum of Squares

MSC – Mean Sum of Column

MSC – Mean Sum of Error

MSR – Mean sum of Row

The F values are calculated as follows.

F (V1, V2) = MSC/MSE

If the calculated value of F is less than the table value at 5% level of significance,

the null hypothesis is accepted otherwise it is rejected.

4.14.1 RELATIONSHIP BETWEEN GENDER AND LEVEL OF

OPINION ABOUT THE ONLINE BUYING BEHAVIOUR

Table 4.20 Shows the gender of the respondents is classified on the basis of

their level of opinion about the online buying behavior.

Table 4.15

GENDER OF THE RESPONDENTS AND LEVEL OF OPINION

ABOUT THE ONLINE BUYING BEHAVIOR

Level of opinion about the online buying behavior

S.No
Gender Low Medium High Total

1)
Male 0 2 11 13

2) 47
Female 0 0 47

Total
0 2 58 60

Source: Primary Data

Out of 2 respondents with the medium level of opinion about online buying

behavior in which 2 respondents are male.

Out of 58 respondents with the high level of opinion about online buying

behavior in which 11 respondents are male are remaining 47 respondents are female.

‘F’ test is used to find the relationship between online buying behavior and

gender of the respondents.

Ho = “ There is no significant relationship between Gender and the level of opinion

about online buying behavior”. The results of ANOVA is given in Table 4.15

Table 4.16

GENDER OF THE RESPONDENTS AND THEIR LEVEL OF

OPINION OF ONLINE BUYING BEHAVIOR

RESULT OF ANOVA

Source Sum of Square Degree of Mean Value Table

freedom (F) value
Between to 650 2 325 7.56 19296
columns
Between to 433.3 1 433.3 10.08
Rows
Errors 216.7 5 43.34 -
It could be seen from the table 4.16 that obtain ‘F’ values (7.56, 10.08) are less than

the table value (19.296) at 5% level of significance. So the null hypothesis is

accepted. That there is no significance relationship between gender and opinion about

online buying behavior.

 4.14.2 RELATIONSHIP BETWEEN AGE AND LEVEL OF

OPINION ABOUT THE ONLINE BUYING BEHAVIOUR

Table 4.17 Shows the age of the respondents is classified on the basis of

their level of opinion about the online buying behavior.

Table 4.17

AGE OF THE RESPONDENTS AND LEVEL OF OPINION ABOUT

THE ONLINE BUYING BEHAVIOR

Level of opinion about the online buying behavior

S.No
Age Low Medium High Total

Up to 20 years 0 0 17 17
1)

20-40 years 0 2 35 37
2)
0 0 6 6
3) Above 40 years

Total 0 2 58 60

Source: Primary Data

Out of 2 respondents with the medium level of opinion about online buying

behavior in which 2 respondents are below to the age group of up to 20 years.

Out of 58 respondents with the high level of opinion about online buying

behavior in which 17 respondents are below to the age group of up to 20years and

remaining 6 respondents are below to above 40 years.

‘F’ test is used to find the relationship between online buying behavior and

gender of the respondents

Ho = “ There is significant relationship between Age and the level of opinion

about online buying behavior”. The results of ANOVA is given in Table 4.17
 Table 4.18

AGE OF THE RESPONDENTS AND THEIR LEVEL OF

OPINION OF ONLINE BUYING BEHAVIOR

Source Sum of Square Degree of Mean Value Table

freedom (F) Value
Between to 321.9 2 160.95 1.44 19296
columns
Between to 360.6 2 180.3 1.61 544.51
Rows
Errors 897.75 8 112.2 - 1017.95

RESULT OF ANOVA

It could be seen from the table 4.18 that obtain ‘F’ values (1.44, 1.61) are less than

the table value (19.371) at 5% level of significance. So the null hypothesis is

accepted. That there is no significance relationship between age and opinion about

online buying behavior.

4.14.3 RELATIONSHIP BETWEEN MONTHLY INCOME AND

LEVEL OF OPINION ABOUT THE ONLINE BUYING BEHAVIOUR

Table 4.19 shows the monthly income of the respondents is classified of the basis of

their level of opinion about the online buying behavior.

Table 4.19

MONTHLY INCOME OF THE RESPONDENTS AND LEVEL OF

OPINION ABOUT THE ONLINE BUYING BEHAVIOR

Level of opinion about the online buying behavior

S.No
Monthly income Low Medium High Total

1) Below Rs10,000 0 2 16 18

2) Rs 10,000-Rs 0 0 17 17
20,000

3) Rs 20,000-Rs 0 0 8 8
30,000
4) Above 40,000 0 0 17 17

Total 0 2 58 60
Source: Primary Data

Out of 2 respondents with the medium level of opinion about online buying

behavior in which 2 respondents are earn below Rs 10,000

Out of 58 respondents with the high level of opinion about online buying

behavior in which 16 respondents are earn their income below Rs 10,000,17

respondents are earn their income Rs 10,000-Rs20,000,8respondents are earn their

income Rs 20,000-Rs 30,000, 17 respondent are earn their income above 40,000.

‘F’ test is used to find the relationship between online buying behavior and

Monthly income of the respondents

H o = “ There is significant relationship between Monthly Income and the

level of opinion about online buying behavior”. The results of ANOVA is given in

Table 4.19
 Table 4.20

MONTHLY INCOME OF THE RESPONDENTS AND THEIR

LEVEL OF OPINION OF ONLINE BUYING BEHAVIOR

RESULT OF ANOVA

Source Sum of Square Degree of Mean Value Table

freedom (F) Value

Between to 57.7 2 28.75 2.875 91.125

column

Between to 65.5 3 21.8 2.18 92.48

rows

Errors 107 11 9.72 127.72

It could be seen from the table 4.20 that obtain ‘F’ values (2.875, 2.18) are less

than the table value (19.164) at 5% level of significance. So the null hypothesis is

accepted. That there is no significance relationship between age and opinion about

online buying behavior.

4.14.4 RELATIONSHIP BETWEEN EDUCATIONAL

QUALIFICATION AND LEVEL OF OPINION ABOUT THE

ONLINE BUYING BEHAVIOUR

Table 4.21 Shows the educational Qualification of the respondents is classified on

the basis of their level of opinion about the online buying behavior.

Table 4.21

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS AN

Educational LEVEL OF OPINION ABOUT ONLINE BUYING

S.No Qualification BEHAVIOR
Low Medium High Total

1) No Formal 0 0 2 2
education
2) SSLC 0 0 4 5

3) Higher 0 0 19 19
Secondary
4) Graduation 0 2 27 29

5) Post Graduation 0 0 6 6

6) Prosfessioalist 0 0 2 1

Total 0 2 58 60

Source: Primary Data

Out of 58 respondents with high level of opinion about online buying behavior in

which 2 respondents are with no formal education, 4 respondents with SSLC, 19

respondents are with Higher Secondary, 27 are with Graduation, 6 respondents are

with Post Graduation, 2 respondents are with Prosfessioalist.

Out of 2 respondents with medium level of opinion about online buying behavior in

which 2 respondents are with graduation.

‘F’ test is used to find the relationship between online buying behavior and

Educational Qualification of the respondents

 Ho = “ There is no significant relationship between Educational Qualification and

the level of opinion about online buying behavior”. The results of ANOVA is given

in Table 4.21

TABLE 4.22

EDUCATIONAL QUALIIFICATION OF THE RESPONDENTS

AND THEIR LEVEL OF PERCEPTION

Source Sum of Degree of Mean sum Value of Table

Square Freedom of Square ‘F’ value
Between to 156.35 2 78.175 2.23 238.755
columns
Between to 191.68 5 38.336 1.09 571.77
rows

Errors 589.97 17 34.70 0.99 642.66

It could be seen from the table 4.22 that obtain ‘F’ values (2.23, 1.09) are less than

the table value (19.247) at 5% level of significance. So the null hypothesis is

accepted. That there is no significance relationship between Educational Qualification

and opinion about online buying behavior.

 CHAPTER 05

5.1 INTRODUCTION:

In the press study an apt is made to analyses the opinion online behavior. The

present study hand on the primary data collected from 60 Tirunelveli area. The study

reveals some truthful findings of the stay and suggestion for improving the awareness

and satisfaction of the respondent towards opinion about online shopping.

5.2 Findings

The project was undertaken to find out whether the respondents are satisfied with

both opinion online shopping. As a result of the project, the following are analyzed

 In gender wise classification so percentage of respondents are female.

 60 percent of the respondents belong to the age group of 20-40years

 30percent of the respondents are earn a monthly become is below Rs

10,000 and Rs10,000-Rs 20,000

 47 percent of the respondents are Graduates.

 73 percent of the Respondents are Nuclear family

 63 percent of the respondents are 2-4 members

5.3 SUGGESTIONS

The following are the suggestions on the basis of the findings of the study:

1. The majority of the customers are faced the problem of delivery of

damage product to online shopping. Therefore internet online shopping

companies should more attentions about the delivery of right product to

the customers.

2. The customers feel the delivery of the product is one week more than one

week. So the online company should reduce the period of the product

delivery within 2-3days.

3. Customers should be made aware about the varied sales promotion

schemes, which make this online buying more attractive and popular

amount the buyers.

4. Proper awareness must be made available to all persons off different

occupation.
 5. Online website must ensure about the quality and right of the information

to their customers.

6. Since transaction is online the customers must be ensured of web security

and confidential card information.

7. The online shopping should be made successful only by making the

delivery of undamaged goods and proper delivery time.

8. The merchant should improve the quality of the product and proper

product description should be given.

9. Advertisement plays an important role in online shopping so that the

online marketers take additional efforts in this record.

10. The merchant should given the guarantee about security of the customer

details and payment details.

11. Most of the respondents facing the major problem of lack of security in

online payment. Online marketers can implementing precautionary steps

to solve these problems shall create customer confidence on online

shopping.

12. Developing regional language related website aid new comers to enhance

their knowledge and also increase the online purchase.

13. The service provider can avoid hidden charges this helps to avoid

increasing price of the product.

14. Some of the respondents says that, delivered wrong product and wrong

colour and size. They don’t know how to return the goods. Online

marketers can guide in a proper way to returns the goods.

5.4 CONCLUSION:
i