" A STUDY ON CONSUMER’S PERCEPTION TOWARDS

M-COMMERCE WITH SPECIAL REFERENCE TO CHENNAI CITY"

A MINI PROJECT REPORT SUBMITTED TO

VELS INSTITUTE OF SCIENCE TECHNOLOGY AND ADVANCE STUDIES
(VISTAS)
In Partial fulfillment of the requirement
For The Award of The Degree Of
BACHELOR OF COMMERCE (GENERAL)

Submitted by
MAHENDRAN B
(Reg.No:22130006)

Under the guidance of

Dr.G.S.DHANASHREE M.Com, M.Phil, Ph.D
Assistant Professor& Research Supervisor
DEPARTMENT OF COMMERCE (GENERAL)

DEPARTMENT OF COMMERCE (GENERAL)

School of Management Studies & Commerce
Vels Institute of Science,Technology and Advanced Studies(VISTAS)
Pallavaram, Chennai-600117
NOVEMBER-2023
 BONAFIDE CERTIFICATE

This is to certify that the project report titled “A STUDY ON CONSUMER’S

PERCEPTION TOWARDS M-COMMERCE WITH SPECIAL REFERENCE TO CHENNAI
CITY” is a Bonafied record of the work carried out and submitted by MAHENDRAN B
(Reg.No22130006) to the Department of Commerce, under VELS INSTITUTE OF SCIENCE
TECHNOLOGY AND
ADVANCED STUDIES (VISTAS) in partial fulfillment of requirements for the award of the degree of
Bachelor of Commerce (Genarel) for the year 2021-2024 under the guidance Dr.G.S.DHANASHREE
M.Com, M.Phil, Ph.D Department of Commerce VISTAS, Pallavaram-117.

Dr.G.S.DHANASHREE Dr.P. JAGADEESAN

M.com, M.Phil, Ph.D M.Com, M.Phil., Ph.D (MKT) Ph.D(HRM).,
NET.,PGDCA
Assistant Professor& Research Supervisor
Professor and Head
Department of Commerce (General)

INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION

MAHENDRAN B(Reg.No: 2213006) a student of B.COM (General), Department of Commerce

VELS INSTITUTE OF SCIENCE TECHNOLOGY AND ADVANCED STUDIES,

hereby, declare that the Project work titled “A STUDY ON CONSUMER’S PERCEPTION
TOWARDS M-COMMERCE WITH SPECIAL REFERENCE TO CHENNAI CITY” submitted to
the VELS INSTITUTE OF SCIENCE TECHNOLOGY AND ADVANCED
STUDIES in partial fulfillment of the requirement for the award the degree of BACHELOR
OF COMMERCE (GENERAL) is a Bonafide research project work carried out by me
under the guidance of Dr.G.S.DHANASHREE M.Com, M.Phil, Ph.D Assistant
Professor& Research Supervisor Department of Commerce (General) VISTAS,
Pallavaram-117.No Part of the research project has been submitted for any other degree or diploma.

Place: Pallavaram

Date:

MAHENDRAN B

ACKNOWLEDGEMENT

My profound gratitude is due to Dr ISHARI K GANESH, the Founder and Chancellor of

Vels Institute of Science, Technology and Advanced Studies (VISTAS), Chennai for
permitting me to carry out ther Project at VISTAS, Chennai.

I wish to express my heartfelt thanks to Dr A JOTHI MURUGAN, ProChancellor (Planning

& Development), Vels Institute of Science, Technology and Advanced Studies (VISTAS),
Chennai, Dr ARTHI K GANESH, Pro- Chancellor (Academics), Dr
PREETHAA GANESH, Vice President, Vels Group of Institution, to providing me an opportunity to
do my Project Work.
I wish to express my heartfelt thanks to Dr S SRIMAN NARAYANAN Vice Chancellor of
Vels Institute of Science, Technology and Advanced Studies (VISTAS), Chennai, for her
motivation in completing my research work.

I extend my thanks to Registrar, Dr P SARAVANAN,Controller of Examination Dr A

UDHAYAKUMAR of Vels Institute of Science, Technology and Advanced Studies
(VISTAS), Chennai for providing me with necessary facilities to accomplish ther research
work and permitting me to take research programme. their support and engorgement enabled
me to complete my research work successfully.

I render my heartfelt gratitude to my research supervisor Dr P JAGADEESAN, Professor and

Head of the Department and Research Coordinator in Department of Commerce, School of
Management Studies, Vels Institute of Science, Technology and Advanced Studies (VISTAS), Chennai
for her inspiration and motivation for ther research and thesis.

I acknowledge and thank my guide DR G S DHANASHREE for supporting me throughout

my research work. I sincerely and greatly acknowledge the efforts she had taken for
reviewing my work at different stages of development.

SRIRAM.V
TAB LE O FC O N T E N T S

SI.NO CONTENTS PAGE NO:

CHAPTER 1 INTRODUCTION 1-4

REVIEW OF 5-6
CHAPTER 2 LITERATURE
CHAPTER 3 METHODOLOGY
7-11

CHAPTER 4 CONCLUSION 12-13

REFERENCES

QUESTIONNAIRE
 1.INTRODUCTION

In recent years, the concept of e-commerce has developed rapidly, becoming a larger part
of everyday life. E-commerce refers to the act of buying and selling products online and m-
commerce today has taken a large space within this phenomenon. Purchases can now be made by
mobile devices in the palm of your hands instead of visiting physical stores.

Mobile commerce refers to the use of wireless handheld devices such as cellular
telephones and personal digital assistants (PDAs) for the buying and selling of goods and
services. As a subset of e-commerce, M-commerce has enabled wireless internet access. People
can access information anytime and anywhere, even in the absence of a physical network through
mobile computing.

In India, the number of mobile users and mobile internet subscribers has increased due to
the availability of various m-commerce features like ubiquity, reachability, mobility and
flexibility. Instead of web applications, mobile applications are preferred by most of the people
for the purpose of utility bill payment, ticket booking, fund transfer, Email and so on. Thus, E-
commerce is being replaced by M- commerce. Along with these advantages, m-commerce also
has disadvantages like tiny screen of device, weak processors, limited memory, poor resolutions,
poor data entry, lack of WAP-enabled devices, expensive data speed, shortage of bandwidth, etc.

Lately, Mobile commerce is taking Indian retail customers strongly. India is a big market
for m- commerce with more than one-third of people owning smartphones shopping through
mobile applications and it will expand more with penetration of online commerce in small
villages and towns. This will create a completely new market for the m-commerce developers
and companies in India.It turns out to be more and more important for organizations to change
and adjust to these peculiarities to meet the customer’s expectations and foster in accordance
with the society.

While many of the customers are shopping online through their mobile phones, there is
still scope for growth in terms of the frequency of online shopping as 44.4% of those surveyed
said that they

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shop online only once or few times a year. Further, only 6.28% of respondents said that they
shopped on their phones at least once a week.

1.1 Theoretical Background

Businesses and society today have been greatly influenced by Mobile commerce. Hence,
in order to better design and deliver m-commerce services, consumers’ perception of m-
commerce applications must be understood by e-commerce developers and practitioners.
This study was conducted by using the survey methodology to gain information about
consumer behaviour when shopping through mobile phone or using other e-commerce
applications, resulting in a self-completed questionnaire with 207 respondents.

As per theresults obtained from the questionnaire, consumers’ decision of whether to

engage in mobile commerceor not can be impacted by numerous critical factors.
Furthermore, the results from the questionnaire shows that many consumers prefer to shop
online via mobile phones rather than computers. Thereason behind was that purchasing
through smartphones is fast, easy and more accessible. Theresult also displays that factors
like low speed and too much content can make consumers cancel their purchase. This shows
the significance of usability factors in m-commerce applications. The information in this
study can be used by businesses for creating m-commerce applications with high user
satisfaction.

The no. of responses received from male is higher than females which show Men have
more positive and favorable attitude toward mobile commerce than women.

Data analysis has highlighted the fact that age is the only demographic variable which
can predict M-commerce behavior, Mobile Affinity and future M-commerce intention. A
possible explanation for this is that the new technological progress in mobile telephony
makes it necessary to bear in mind the individual’s capacity to understand the changes and
complexities of the new technologies and to develop a positive attitude towards them.

It is also found out that students are more technology savvy and hence have more
inclination towards m-commerce adoption. The reason being young people use the mobile
telephone from a very early age and for them it is a source of communication and

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entertainment as well as an alternative shopping channel. Young consumers show the most
positive attitude towards innovation and change and thus are more willing to accept new
services and contents offered by the different mobile phone operators. They are definitely the
group with the most favorable attitudes towards the direct shopping channels.

It is also worth noting the positive influence of age on length of mobile use. A possible
explanation for this is the fact that less than ten years ago the mobile in India was a very
expensive item with limited performance mainly used in a professional capacity by a specific
segment of the population and was therefore something which young people could not afford.
But now every parent buys mobile phones for their children for accessibility and
communication.

Gender, education and incomes have not turned out to be determinant factors in the M-
purchase decision. The possible differences due to gender in M-shoppers (and all virtual
environments in general) tend to disappear as a consequence of changes in social habits and
in the greater level of introduction and development of the new technologies. Thus, the
findings of this study confirm the results of other research which highlights the fact that
women are becoming increasingly familiar with virtual environments and that mobile use is
becoming more and more widespread.

M-commerce previous experience has a positive influence on future M- commerce

intention, suggesting that a consumer who has previously purchased through the Mobile is
likely to make a purchase in the future. Making Internet purchases does also have a
significant influence on the M-commerce decision. These findings are consistent with
previous studies using the technology cluster concept that concludes the adoption of new
communication technologies is best predicted by the adoption of functionally similar
technologies and user perception toward them. Consumers who have purchased a product or
service through Internet have broken the barriers to non-store shopping and therefore are
more predisposed to M- commerce.

Internet shopping experience has also been found to be a positive influence on M-

commerce attitude, perhaps due to important complementarities between the two shopping

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methods, as the mobile is one of the main formats for Internet access. This attitude leads to
greater levels of M-purchase and more favorable future behavior intentions.
Attitude towards M-commerce predicts actual and future M-commerce behavior. It has
been shown that consumers with the best opinion of the system have the strongest current
and future M-commerce intention thus confirming that intention to use a given technology is
determined by the individual’s attitude towards using that technology.

Mobile Affinity, frequency of Mobile use and length of mobile use influence M-
commerce frequency. Data analysis shows that age, relations with the mobile (frequency,
length of mobile use and Mobile affinity), Internet shopping previous experience, attitude
towards M-commerce are the main predictors of M-commerce decision.

It has been observed that maximum respondents spend 2 to 3 hours using mobile phone
and is important part of their daily activity.

It is also seen that maximum respondents have spent years with their service providers
and are satisfied with them which shows their acceptance in adoption of mobile services if
these are provided in secure and simple manner.

It has been observed that people have explored the utility of mobile phones other than
calling like for knowledge transfer and running other applications.

The commercial benefits of understanding and improving the usability of wireless

communication, such as cell phones is very large. The user interface is the environment in
which the user creates connections, create information search and transactions. To be
successful in both e commerce and m-commerce it is important for customers to see through
the interface satisfies both their sensory and functional needs. However, m-commerce is
facing a new wave challenge. Cell phones can provide access to many new programs;
however, they are compelling limits such as small screens, limited screen resolutions and
complex input method (Venkatesh, Ramesh & Massey 2003).

Business Opportunities in M-Commerce are expending as the demand on portable and

mobile computing continues to grow beyond the market of smartphones to wearable
technologies with implants predicted shortly after. We will start by presenting where the
opportunities are still growing and where new opportunities are expected. Some key success

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 factors for business M-commerce models remain essentially similar to success factors in E-
commerce websites although M-commerce still has its own challenges.
2.Review of Literature

According to Wilson-Jeanselme and Reynolds (2005), Reynolds (1997), Bitner

(2001),Gurau (2003) Douglas et al. (2003) internet provide a way of reaching the custome
rseasily and directly with no need for intermediates. It also allows all customers to access any
page when they want and do any transaction that they want (Darian, 1987; Szymanski and Hise,
2000; Page and Lepkowska- White, 2002; Khalifa and Liu, 2003).

Lin (2003) examined the electronic commerce in the context of the relationship between
companies and their customers and the implications for organizational accountability. He argued
that providing the highest customer delivered value by e-commerce can be 31viewed as making a
real contribution to customers, i.e. shopping through the internet will be accepted by customers.

In a study conducted by Yunjie and Shun (2004) an online customer value model with
three key components: the outcome value, the process value, and the shopping enjoyment has
been introduced. They have discussed that these three dimensions capture different benefits an
online consumer can obtain from a web store.

Wang, Liu and Ou (2007) presented an evaluation study of customer satisfaction based
on Gray –AHP method for B2C electronic commerce enterprises. They showed that we can get
the good affection by using grey hierarchy evaluation method in B2C.

Lin (2007) tried to predict consumer intentions to shop online with an empirical test of
competing theories. He indicated that the decomposed theory of planned behavior provides an
improved method of predicting consumer intentions to shop online. In this research, he compared
three competing theoretical models i.e. Technology Acceptance Model (TAM), Theory of
Planned Behavior (TPB) and decomposed TPB model. He found that in all three models,
behavioral intention is the primary direct determinant of actual usage. The findings of this study

5
showed that consumer intentions to shop online could be explained by attitude in all three
models.
Androulidakis : G.kandus (2011) correlated the brand of mobile phone to users security
practices. Users show different behavior in an array of characteristics, according to the brand of
the mobile phone they are using. As such, there is a categorization of areas, different for each
brand, where users are clearly lacking security mind, possibly due to lack of awareness. Such a
categorization can help phone manufacturers enhance their mobile phones in regards to security,
preferably transparently for the user.

Kahandawa and Wijayanayake’s study (2014) showed that customer satisfaction is

influenced by easy accessibility, usefulness, etc. Study showed that in M-banking services,
customer satisfaction is influenced by relative advantage, usefulness, perception on risk, ease of
use and current needs of consumers. It highlights the factors by bringing out the positive
relationship which any financial institution or bank should concentrates on improving M-banking
services”.

The study of Jones (2015) reveled that, Mobile-banking offers various useful facilities
like fund transfer and bill payments, etc. Mobile banking also affects the customer’s behavior.
Various applications of mobile phones allows customers to do banking transactions by sittingat
home.Customers can also do a money transfer or balance enquiry with a single click. This kind
of banking facility is urging customers to utilize mobile banking services. Customers can
perform their transactions on Mobile phones to save time and cost.

The study by Bharti M (2016) shows innovative virtual environment, immense

efficiency, professed security, improved timely updates and Enhanced Personalization were not
associated with customer satisfaction related to M-banking, Supportive access is an important
factor directly associated with customer satisfaction related to M-banking.The study concentrates
on features of electronic banking on customer’sexpectations and satisfaction. This study also
showed that, financial institutions should increase awareness of Mobile Banking for fulfilling the
expectations of the consumers.
3.METHODOLOGY

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 As mentioned earlier, goal of this thesis is to describe the forces affecting mobile
commerce adoption. As a result, the purpose of this research is “descriptive” because it focuses
on recognizing the success factors affecting mobile commerce adoption and the description of
extent of association between variables is going to be conducted.

The approach applied to achieve this purpose is “quantitative” based on distributing

questionnaire of related research model, research strategy is “survey” which will be analyzed by
statistical analysis and these issues are described later in chapter three.

In order to gain a good insight about the research problem, related literature and previous
studies have been reviewed and experts have been interviewed to study the problem in existing
environment in this thesis. Entirely, 500 questionnaires collected between March 2014 and
August 2014.

Finally, it should be noted that effort was placed to invite the largest possible number of
online users to complete the questionnaire. For this purpose, Internet communities and physical
communities were used.

3.1 OBJECTIVES

• To study scope of m-commerce

• To study the factors influencing consumers while shopping through mobile phones
• To find out the m-commerce applications used by consumer
• To segment the mobile user based on different factors
• Describe consumer and personal applications of m-commerce including
entertainment.
• Understand the technologies and potential applications of location-based m-
commerce.  Define and describe ubiquitous computing and sensory networks.
• Describe the major implementation issues from security and privacy to to barriers of
m- commerce.
3.2 STATEMENT OF PROBLEM

Mobile commerce being a very crucial tool for evaluating the purchase as well as
postpurchaseevaluation of products or services by the consumers. Mobile commerce has been

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 boosted so far with the help of increasing usage of mobile phones and the internet. These two
directly leading indicators researcher can identify as a major source but apart from that there
are numerous other exogenous factors that heavily affect the purchase behaviour of
customers. Hence, the present study tried to find out the solution in terms of the level of
awareness regarding m-commerce and various factors that affect their purchase behaviour in
Gujarat. Further the problem arises regarding demographic profile of the customer and
theirpurchase behaviour and intentions through mobile commerce.

3.3 Research Design

Design can be classified into three different parts: Exploratory Research Design,
Descriptive Research and Causal Research.
Descriptive Research is to describe something in detail with respect to some people, process
and situations. Prime purpose of descriptive researches is to give the answer of what,
who,why, when and how of a phenomena under study.
The research design that is used in this study is ‘Descriptive’ in nature. The study has
been conducted on M commerce in detail terms taking into consideration that what, when,
why certain behaviour shown and what are the factors that affect customers mostly.

3.4 SAMPLE DESIGN

Researcher selected non probability convenience sampling method

3.5 SAMPLE SIZE

For Convenience of Analysis We Selected 65 Responses.

3.6 PERIOD OF STUDY

Period of Study is conducted from July to September 2023.

3.7 DATA COLLECTION

As mentioned earlier, data collection phase took place among mobile subscribers of
different service providers which currently exist in India. 1000 questionnaires were distributed
and 620 were returned and 500 were valid after data cleansing. The complete data was checked,
classified, numbered, tabulated, and the results were highlighted by preparing tables. Percentage

8
was calculated wherever necessary for better analysis and interpretation. Pie charts and bar charts
are used for data interpretations for better look and better understanding of report. Before
beginning the analysis of the gathered data, in order to provide a better understanding and view
of respondents, descriptive statistics about the demographic information are presented.

1. Primary Data:

Data collected for this thesis is “primary” because, it’s new data collected specifically for
thesis research objective and at the time of conducting this research there were no secondary data
available. Hence, information gathered through this survey is considered as primary resources.

2. Secondary Data:

The secondary data for the study has been collected from online websites like Google
Scholar, Journals, Reports, Research Articles, books, other internet sources etc.The secondary
data was also collected for the study and the sources forsecondary data were national and
international journals, periodicals, other existingresearches and unpublished documents of
Libraries.This research incorporates allrelevant data/opinions obtained from these sources.
Secondary data assisted the researcher in developing a better understanding of the dimensions of
branding strategy.

3.8 Statistical Tools

Data were collected from 65 respondents and analysed through percentage analysis and
ranking method.

3.9 Limitations of The Study

A basic limitation of the present study refers to the sample size and its representativeness.
More specifically, this survey will not be representative with respect to the overall population due
to the fact that only Internet users were addressed, while participants were self-selecting.
However, running online consumer surveys through the Internet constitutes a common research
practice today (e.g., Chae et al. 2002).

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 Further more as far as the second limitation is concerned (i.e., self-selection), Strauss and
Frost (2001), state that the major disadvantage of online consumer surveys through the Internet is
the inability to built statistically reliable samples. On the contrary, however, according to
Palmquist and Stueve (1996), self-selection could be an advantage to a survey, in the sense that
respondents tend to have a higher interest in certain products and services, like mobile phones
and m-commerce in the case of the present study.

However, as explained previously, this research constitutes an exploratory type of

research, implying that emphasis was placed on understanding marketing phenomena towards
formulating and guiding future research along with providing some generic managerial
implications, rather than providing robust statistical results.

3.10 SCOPE OF THE STUDY

There are many types of business technologies available on the information

communications technology platform for the world market today such as social media, cloud
computing, business intelligence and others.

Current development of social media networks, e-commerce and most recently, mobile
commerce is providing to be a strong contender against traditional physical shops.

Internet provides a virtual platform where sellers and buyers can come in contact for sale
and purchase of goods and services.

They can be thousands of miles apart, may belong to different parts of the world, might
speak different languages, “E-Commerce” emerged as the boundary-less trade medium in the era
of globalization.

Both e-commerce and mobile commerce have similarities in term of the

commercialization aspect (that is it an electronic business transaction process) but differs in
terms of mobility capability platform.
Mobile commerce is really, the extension of and the evolution of e-commerce. Thus, some
definition may define both e-commerce and mobile commerce; especially on its features.

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 M-commerce adds mobility and convenience to the Internet and creates a whole new set
of opportunities. The portability of mobile devices offers new business applications outside the
scope of fixed, desktop-based Internet offerings.

Nevertheless, as m-commerce is still in its infancy, mobile applications are still not
widely implemented or adopted by mobile users.

This study is set out to investigate and explore consumers’ perception of various mobile
applications and study various success factors for effectiveness of M- Commerce in India. Our
goals are to understand how to better design and target appropriate applications for mobile users.

Before going further into mobile commerce, it is better to understand what mobile
commerce really is in terms of definition and its features.

There are various definitions of mobile commerce. A simple definition would be the
conduct of business with the support of wireless technology.

More detailed definition is stated in the research paper on mobile commerce from the
Department of Justice, Australia which translated mobile commerce to literally mean using
handheld wireless devices to communicate, interact, and transact via high-speed Connection to
the Internet (Consumer Affairs Victoria, Department of Justice, 2002).

Both definitions indicates that mobile commerce is about the conduct of doing business
(communicates, interact and transact) via a mobile wireless device.

The definition above detailed out the mobile type transactions available, that is, SMS or
MMS. However, technology has evolved in leaps and bounds since then and mobile commerce
transactions are not just limited to SMS and MMS but also via other interactive applications such
as mobile games; mobile banking operations such as paying bills and transferring of funds; and
bookings of flights, hotels or movie tickets.
4.PROPOSED CONCLUSION

The penetration of m-commerce, vary between different locations and markets in India.
In addition, there were considerable differences observed regarding consumer behavioral
patterns, adoption rates and attitudes towards m-commerce. However, except “e-mail” and
“information and news retrieval”, all the other mobile services (e.g., shopping, travel

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booking, etc.), are not widely utilized. Nevertheless, it should not be ignored that 7.4%,4.5%
of users have already used their mobile phones for online banking/financing and
entertainment services, respectively.

In general, however, it is clear that m- commerce is in its early stage in India. To that end,
the present study provided an initial understanding of consumer attitudes and behaviors
against m-commerce along with revealing the critical success factors for business
effectiveness in this particular industry.

The need for continuous research in this fast evolving area is apparent. Future research
can elaborate on the present study findings towards developing and testing corresponding
research hypotheses within conclusive research designs (i.e., through descriptive or causal
research approaches). For example, a potential hypothesis may investigate and test whether
there are significant differences (e.g., through the use of a t-test) between “Internet shoppers”
and
“Internet users” (i.e., non shoppers) regarding mobile services evaluation criteria. Such a
research can effectively support marketing programs tailored to specific customer needs,
characteristics and behaviors.

Another challenging future research direction is to develop the profile of “early adopters”
(i.e., the group of customers that act as opinion leaders) through corresponding consumer
surveys, enabling through that mobile operators to effectively target and “influence” this
critical customer segment.

Finally, a futuristic but promising research approach, can elaborate on the “future
alternative B2C m-commerce evolutions scenarios” by inspecting whether there are
significant differences between the three alternative “distance shopping” channels, as far as
consumer attitudes are concerned.
To that end, a robust statistical test like ANOVA is proposed, while “ease of use” and
“perceived usefulness” (TAM constructs; Davis 1989) can play the role of some of the
dependent variables measured within a descriptive or causal research design.

It is shown that many people prefer shopping through laptops or computers because the
webpages on mobile phone appear too different from how they appear on computers. This is

12
because some companies do not consider making mobile-friendly websites and just replicate
the web pages from computers or they completely change the layout of the web pages on
mobile phones, making them appear different from desktop versions. Companies should
consider that the website layout on both platforms does not vary too much and customers can
easily navigate through it.

Companies should consider content quality while building mobile applications and
include usability factors to increase customer satisfaction. In addition, the security issues
regarding mobile applications should be addressed properly as most of the respondents feel
that safety is the most important factor that they look for while performing e-commerce.

As m-commerce applications and wireless devices are evolving rapidly, one will take
forward the other one towards empowering innovation, versatility and power in them. There
are a number of business opportunities and grand challenges of bringing forth viable and
robust wireless technologies ahead for fully realizing the enormous strength of m-commerce
in this Internet era and thereby meeting both the basic requirements and advanced
expectations of mobile users and providers.

There are news articles and pictures displaying people, who are ordering things over the
Internet while waiting for a bus, downloading merchant coupons on their PDAs as they enter
a store or bidding for the last table at a hot restaurant by digital phone in a spur-of-the-
moment auction. Actually this process represents a tip of a very big iceberg.

The advent of m-commerce, as widely referred to among the users, has far-reaching
implications. But there are many limitations in the technologies that Once its relevant
technologies get matured, widely available and competent, the host of portable devices will
be ready to handle the bigger transactional activities not envisioned so far successfully apart
from these minor activities.

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19. Davis, Elizabeth Ruth. (2006). The Role of Logistics Service Quality in Creating
Customer Loyalty Recommended Citation.
20. Graddiss Davison, A. C., & Hinkley, D. V. (1997). Bootstrap Methods and their
Application.

Dazeinfo. (2021). Retail Ecommerce Sales in India: The Fastest Growing Market With 27%
Growth Rate in 2021.
6.QUESTIONNAIRE

Question:

Q1) Gender

A) Female B) Male

Q2) Martial status

A) Married B) Unmarried

Q3) Age Group

A) 18-25

B) 25-35

C) 35-45

D) Above 45

Q4) Occupation

A) Businessmen

B) Student

C) Professional

D) Any other

Q5) Qualification

A) Graduate
B) Post graduate

C) Any other qualification(under-graduate)

Q6) Do you know about m-commerce

A) Yes

B) NO

C) Maybe.

Q7) Do you use m-commerce

A) Yes

B) No

Q8) Income

A) 10000

B) 10000-25000

C) 26000-50000

D)Above50000

Q9) Rate of satisfaction level of your service provider

A) Excellent

B) Good

C) Satisfied

D) Poor

E) Very Poor

Q10) In a day how many time do you use mobile phone

A) More than 10 Times

 B) 5-10 times

C) 3-4 times
D) 1-2 times

Q11) Do you use Mobile phones for other features other than Making receiving
Calls?

A) Yes

B) No

Q12) Are you an Internal User

A) Yes

B) No