Project Dissertation Report on

Consumer Behaviour Towards Online Shopping

Submitted By:

SHIVANI SINGH

Enrollment No. : GGV/20/01496

Exam Roll No. : 20301167

UNDER THE SUVERVISION OF:

DR. SHAILESH KUMAR DWIVEDI

ASSISTANT PROFESSOR

DEPARTMENT OF COMMERCE

GURU GHASIDAS VISHWAVIDAYALYA

BILASPUR [C.G.]
 DECLARATION

PROJECT TITLE:

‘CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING’

I clarify that this project is my own work , based on my personal study and / or
research and that I have acknowledged all material and sources used in it’s
preparation , ,whether they may be books , articles , reports , note lectures , and any
kind of document , electronic or personal communication.
I also certify that this project has not previously been submitted for assessment in
any academic capacity and that I have not copied in part or whole or otherwise
plagiarised the work of other persons.
I confirm that I have identified and declared all possible conflicts that I may have.
Signed and Submitted
 CERTIFICATE

This is to certify that SHIVANI SINGH [ Exam roll no. : 20301167] student of
Bachelor Of Commerce at Guru Ghasidas Vishwavidayalaya , Bilaspur [c.g] has
completed the Dissertation Report on “ CONSUMER BEHAVIOUR TOWARDS
ONLINE SHOPPING” , in the Partial Fulfilment of the requirements for the
degree Business Research under my guidance.
The report has been checked for plagiarism .

DR. SHAILESH KUMAR DWIVEDI

ASSISTANT PROFESSOR
 ACKNOWLEDGEMENT

With profound sense of gratitude and regard , I express my sincere thanks to

my guide and mentor R/s DR. SHAILESH KUMAR DWIVEDI for the valuable
guidance and the confidence he instilled in me , that helped me in the
successful completion of this project report.

Without his help ,this project would have been a distant affair , his thorough
understanding of the subject and professional guidance was indeed of
immense help to me.

I am also greatly thankful to the faculty members of the institute who co-
operated with me and gave me their valuable time.

Date: DR. SHAILESH KUMAR DWIVEDI

 EXECUTIVE SUMMARY

Online retailing has evolved as a major factor in the twenty-first

century. It has completely altered the retail market landscape.
Customers gain from numerous advantages when they shop online.
As a result, it is critical to research consumer behaviour in order to
devise innovative marketing techniques to attract and satisfy an
increasing number of customers. The primary goal of this research is
to identify and analyse the primary elements that encourage users to
buy online. The project seeks to determine whether there is a link
between demographic factors and customer shopping mode
preferences. We also want to know how devoted customers are to
their favourite online retailer.

To obtain primary data, a web-based survey is used. With a sample

size of 100, the convenient sampling procedure is utilised. A
response rate of 86 persons out of 100 was obtained. The data was
analysed using SPSS software. For data analysis, we employed chi-
square and ANOVA. According to the research, the primary
motivators for purchasing a product online are convenience and time
savings. The favourite shopping mode is related to a customer's age
and gender. A customer's income determines how frequently they
shop online. Only a small percentage of buyers are extremely loyal to
their favourite brand.
The fundamental purpose of this research is to investigate the
elements that influence customer online shopping behaviour, which
may be one of the most significant difficulties in the e-commerce and
marketing areas. However, there is very little research on online
consumer behaviour since it is a complex socio-technical
phenomenon with far too many variables.
 TABLE OF CONTENT
On

CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING

1- INTRODUCTION
2- LITERATURE REVIEW
3- RESEARCH METHODOLOGY
4- DATA ANALYSIS
5- FINDINGS
6- CONCLUSIONS & IMPLICATIONS
7- REFERENCES
 ABSTRACT

Online purchasing has evolved into a new sort of retail shopping. It is

now used throughout the world, including India. This buying method
is still not as well recognised or accepted in many other nations, and
while internet shopping in India is becoming more popular,

Several papers have been written to learn about the elements

impacting the online purchasing behaviour of Indian consumers. The
primary goal of this research is to examine factors influencing
customer online shopping behaviour, which may be one of the most
important topics in the e-
coconsumer behaviour since it is a complex socio-technical phenome
non involving far too many variables.
To look into these hypothesesThe primary goal of this study is to
examine factors influencing customer online shopping behaviour,
which may be one of the most important challenges in the e-
commerce and marketing fields. However, there is very little
research regarding online consumer behaviour since it is a
sophisticated socio-technical phenomenon involving far too many
variables.
 CHAPTER-1

INTRODUCTON
Internet is growing rapidly, and the new economy know as digital economy
which conducts business through internet and the world wide web. Internet
has changed the human life by its benefits and conveniences. It has made our
life much easier and faster. Online Business is one of its most comforting
blessings. Online shopping or e-shopping is a form of electronic market which
enables the consumers to purchase goods or services from a large variety of
sellers over the web. In recent years India has seen an economic boom in e-
commerce. This revolution of e-commerce is majorly a result of innovation. E-
commerce has increased the elements of business and increased the
competition in the market. In this modern era, companies are letting no stone
unturned to keep for connecting with the customers, attracting and retaining
them to maintain its position and name in this competitive market. After a long
term development of internet, world is seeing a rapid increase in web users
and upgraded internet connection with better quality and high speed, and a lot
of new inventions have also been developed and used for web developing,
which leads to improvements in doing business online what leads to firms can
promote and improve images of products and services through website.
Companies in the present day are leaving no stone unturned in order to keep
interacting with clients, attracting and maintaining them in order to sustain
their profitability.

In this competitive business, position and name are essential. After a long
period of development, the world is witnessing a rapid increase in web users
and upgraded internet connections with better quality and high speed, and
many new inventions have also been developed and used for web developing,
which leads to improvements in doing business online, which leads to firms
being able to promote and improve images of products and services through
websites.
The internet has altered how consumers make purchases and businesses sell
their goods and services to clients.
There are also websites that act as a middleman between vendors and buyers,
such as Amazon, Flikart, Snapdeal, Grofers, and others.
Previously, the major needs were food, clothing, and a place to live, but lately,
the internet has also become a basic requirement. The Internet has altered the
way people shop for and purchase goods and services. Both domestic
enterprises and multinational corporations have begun to use the Internet as a
venue to sell their products and services, with the benefits of lowering
marketing expenses, which adds up to lowering the cost of their item.
Companies are also using the internet to enhance communication with their
consumers in order to obtain feedback and perform satisfaction surveys.
consumers, on the other hand, use the web not only to purchase a product,
but also to evaluate costs, product characteristics, best alternatives, and after-
use reviews of the product by other consumers. The following elements impact
customer buying a product online: product information and features, ease of
purchase, and information accessible to compare different items. Amazon,
eBay, Flipkart, Myntra, and Snapdeal are some of the most prominent
ecommerce websites.
India is one of the world's fastest growing internet business marketplaces.
Consumer demand and expenditure have expanded exponentially as a result of
increasing awareness, high employment, and per capita income. The
convenience of not having to travel to a store, the time saved in haggling, the
availability of a considerably greater product choice, product and price
comparisons, and simple return policies have all contributed to the popularity
of online shopping.
Almost all e-commerce companies provide simple return policies and cash on
delivery, providing clients with a sense of confidence.
Customer behaviour is rapidly changing. People use the internet not just to buy
plane tickets and movie tickets, but also to place orders for expensive items
like as phones, computers, and other technological and household equipment.

Key Derives Of The Growth Of Online Shopping Are:

• Rising living standards and spending power of middle-class households are

key drivers of Indian e-commerce growth.
• Busy lifestyle, insufficient time for offline shopping, and rising need for
variety.
• E-commerce provides extremely handy services such as speedier delivery, a
simple return policy, cash on delivery, and cheaper prices.
• A significantly broader product range is available, along with product
comparisons.
• Increase Mastercard use
• A growing youth population that spends significant time on the internet.
• Increased impact of social networking sites such as Facebook, Twitter, and
Instagram, among others. Many merchants use it as a terrific marketing tool
and even as a platform to promote their items.
• Simple and inexpensive Internet access
India's internet industry and market are expanding and improving on a daily
basis.
The market is always developing as a result of our fast-paced lives, fierce
competition, and rising living standards. With a large scope of global
investment, the rise of online business organisations, and the admission of
global brands, the future of online business in India appears quite bright. The
way Indian stores have evolved as the number of internet users has increased,
smart devices have been adopted, and data rates have decreased.

Rise of Online Shopping:

There are several causes for the rapid expansion of online shopping, which is
one of the most significant advantages of the rising web economy. For starters,
the internet provides a number of user-friendly options for users. Customers'
time and efforts are obviously saved when they purchase online. It also
provides users with a diverse range of products and services on a single
platform, as well as price comparisons and timely deals and coupons.
Furthermore, the web may boost consumer productivity by meeting their
demands more efficiently and effectively than other channels. Customers who
purchase online are presented with a combination of images, sounds,
thorough product descriptions, and user reviews to assist them in selecting the
best suited product.
Customers, however, face a few hazards while purchasing online, such as
payment security and after-sales support. Online payment has lately become a
popular way to purchase online, thanks to advances in internet technology.
With the economy transitioning to a cashless economy, online payment has
grown rapidly. Paytm, Phonepe, Gpay, and more platforms have been
established to encourage internet payment in India. Cash on delivery is also an
option when shopping online. After Another approach to challenge a
customer's inclination to purchase online is through service and product
quality. Unlike traditional sales, clients suffer the same risks as others following
the service do, particularly with regard to other complicated commodities. To
address this problem, the concept of refund and exchange has expanded to a
greater extent. Companies are developing novel concepts such as free delivery,
discounts, free gifts, cashbacks, exchange and simple return policies, and many
more.

Advantages of Online Shopping:

Online shopping is a type of electronic market where customers may buy

products or services directly from a merchant.
Finding a product online is considerably easier and more appropriate than
hunting for it in a local store. Using the search engine function of an online
shopping website, you can effortlessly search for any product. With pricing and
product comparison of different brands, the product choice is surely larger
than in local marketplaces.
Products may be cheaper in another nation: Products may be significantly
cheaper in another country than in your own. To save money, it might be
prudent to make this purchase online.
Additionally, businesses offer timely sales to promote products that are not
accessible in local markets.
Save time and energy: We all lead busy lives these days, and internet buying
makes things a bit easier. Customers save a lot of time and energy when they
shop online. Obviously, buying your preferred goods and services with a single
click at any time and from any location is far superior to walking out to retail
stores to purchase anything.
The most significant aspect of internet purchasing is the freedom of choice.
Online shopping allows us to choose from a wide variety of products that we
would never be able to find at a local store. Online buying provides you with a
plethora of possibilities and the greatest alternatives.
pricing flexibility: Online buying provides consumers with pricing flexibility.
Customers may compare prices.
Privacy: There are some goods that people would rather not buy in public. To
retain your desired privacy, they can purchase any thing from online web
retailers anonymously.
E-Business: The expansion of internet business is assisting millions of people.
People have created tiny enterprises over the internet without investing big
sums of money in infrastructure or renting out storefronts. They may sell or
purchase from the comfort of their own home over the internet. Small artisans
and employees are doing business all around the country and even the world.

Online buying has certain drawbacks:

Dealy: The primary disadvantage of internet purchasing is that you cannot

obtain the merchandise right away.
Poor quality product: Online buying does not guarantee product quality. When
the merchandise is delivered to your home, you may view it. Though some
items allow for exchange, others do not, putting the purchase at risk.
Delivery Issue: Occasionally, the vendor fails to deliver the correct goods or
sends a damaged product to the customer.
Scam: As technology advances, so will the number of scams. People create
bogus websites in order to defraud customers. As a result, buyers should
constantly make certain that they are purchasing products from legitimate
websites.
 CHAPTER-2

LITERATURE REVIEW
Dr. Renuka Sharma, Dr. Kiran Mehta, and Shashank Sharma (2014) state in
their paper "Understanding Online Shopping Behaviour of Indian Shoppers"
that the introduction of online technology has created a new market for
manufacturers and service providers as well as a new platform for
professionals to develop new marketing strategies. Consumers frequently
browse e-commerce sites. The ease and accessibility of these 24x7
establishments has made purchasing much easier for customers all around the
world.
Indian shoppers, like those in other nations, like internet shopping and use a
range of online shopping companies. Young people are highly appealing in the
market and can play a significant influence in the expansion of online buying
behaviour in India. The bulk of Internet users are young people.

Jarvelainen Jonna (2003) discusses the direct and indirect impacts of prior
online shopping experience on future purchasing channel choice in her paper
"The Impact of Prior Online Shopping Experience on Future Purchasing
Channel" choice. The reasoning is based on the technology adoption model
and related media theory. The website's web survey is used to collect
information. The pre-online experience has a significant influence on the
decision to use the internet as a buying channel.
They discovered that simplicity of use and experience both affected the
decision. Customers' purpose and behaviour are influenced by the dialogue
they have with customer service representatives.

Rastogi Kumar Ankur (2010) indicates in his studies that consumer purchasing
behaviour in relation to internet shopping was investigated utilising several
socioeconomic characteristics. According to research, internet shopping has a
promising future in India. The internet allows consumers to buy products from
anywhere and simply compare them. According to the survey, the average
number of male customers was greater than online purchasing, and all
respondents were aware of online buying. Most purchasers find it simple to
shop online, where they can find a wide range of items at affordable costs and
with a number of payment options.
Goswami Adrita, Baruah Pallavi, and Borah Sarat (May 2013) discovered that
internet marketing is a current means of selling a product or service in a
targeted market throughout the World in their paper "customer satisfaction
towards online shopping with special reference to teenage group of Jorhat
town." According to the report, the majority of customers are happy with
internet purchasing. The study concludes that an online marketplace should
provide greater value than price even after the item has been sold. During the
competition, every online store needs prioritise customer happiness in order to
remain competitive and attract new customers.

Rengasamy Natrajan Balamurugan, Mahendran Satish, and Royalu

Sivasubramanian Sathyanarayanan (2013) attempted to study different
consumer variables that influence consumer's intention to buy online and to
understand the consumer satisfaction level of online purchase in their paper
"consumer behaviour towards online shopping: A study with reference to
Coimbatore city." According to research, the perceived 10 hazards, ease of use,
and quality of the online shopping goods all have a major influence on the
consumer's willingness to buy. Retailers should concentrate on topics like
product delivery, transaction security, packaging, and so on. It is critical to give
enough comparison information to assist the customer in making better
decisions. Better customer handling will boost online purchasing by providing
better customer care and responding to client queries more quickly.

Sharma Vishnoi Nidhi and Khattri Varsha (2013) discover that the industry is
fast changing in their paper study on "online shopping behaviour and its
impact on online deal websites." Everything, from the needle to the ship, is
sold and purchased online.
With the advent of the internet and e-commerce, new marketing methods and
services are beginning to develop for many sorts of enterprises. Offering
"deals" and "big discounts" is an excellent practise. As a result, this study
advises that quiet prospects, such as buying bargains and discounts for
coupons, and advertising should concentrate on growing awareness of the
availability of products and services and developing responsiveness. Relying on
security will result in a repurchase. Consumers' chosen payment option
includes a trust component.
In their research "Perception of Youth Towards Online Shopping," Malviya
Surendra and Sawant Chetna (2014) discovered that youth perception moves
to online purchasing.
Because trusted one-on-one ticket-buying, booking, and shopping is just one
step away. It covers Indore students, and the study's major goal is to discover
what decisions are connected to young people's perspectives on internet
buying. And this study discovers six things: web site quality, web portal usage,
security and 11 other policies, straightforward payment and delivery, pre- and
post-trust marketing services, and dependence on the web portal. All six of
these elements lead to a more youthful appearance.

Dr. G.K. Deshmukh and Dr. Sanskrity Joseph According to his study "Online
shopping in India: An inquiry of consumers worldwide," That online purchasing
is not the same as conventional consumer shopping. Buyers in conventional
markets may touch and feel the items before purchasing them, however in
visible marketplaces, the things can only be assessed by appearance.
Customers are provided online shopping since they can buy anytime, anyplace,
or anything while comparing pricing, product characteristics between the types
accessible, and items.
Online buying may be made more appealing by assuaging consumers' concerns
about financial and security issues. Online shopping firms' websites should be
user-friendly and entertaining enough to keep customers interested.

Prof. Pritam P. Kothari and Prof. Shivganga S. Maindargi (2016) published a

paper titled "A research on customers' attitudes towards internet shopping in
India and its impact:states that Because of changes in the telecommunications
industry, no. Internet users are increasing in India, and customers are using the
internet to purchase online. Most customers believe that firms' shipping prices
are excessively expensive, implying that companies lower shipping charges or
give free product delivery.Companies also utilise the Internet to transfer,
communicate, and share information in order to market a product, solicit
feedback, and perform customer satisfaction surveys. Customers that use the
Internet not just to buy a product online, but also to compare costs, product .
Abhishek Gupta, Naveen Kumar, and Upasana Kanchan (2015) According to his
work "A study of online purchase behaviour of customers in India," internet
shopping has customer information that greatly impacts purchasing intentions.
According to the study's findings, men are more likely to shop online, and
those who want to purchase online are more likely to be younger. The highest-
paid and most educated demographics buy the most from e-commerce
websites. People are hesitant to make online purchases due to security
worries. Concurrently, many are averse to change due to technological
challenges in internet buying. Online retailers should focus on developing
trusting connections between producers and customers.

Dr. G.K. Deshmukh and Dr. Sanskrity Joseph According to his study "Online
shopping in India: An inquiry of consumers worldwide," That online purchasing
is not the same as conventional consumer shopping. Buyers in conventional
markets may touch and feel the items before purchasing them, however in
visible marketplaces, the things can only be assessed by appearance.
Customers are provided online shopping since they can buy anytime, anyplace,
or anything while comparing pricing, product characteristics between the types
accessible, and items.
Online buying may be made more appealing by assuaging consumers' concerns
about financial and security issues. Online shopping firms' websites should be
user-friendly and entertaining enough to keep customers interested.
 CHAPTER -3

RESEARCH METHODOLOGY
 OBJECTIVE OF STUDY:

To examine how customers' attitudes have shifted from traditional businesses

to online purchasing platforms.
To investigate the influence of internet buying on increased market
competitiveness.

RESEARCH DESIGN:

The structure and method of research design planning are analysed so that the
research question can be answered and the difference can be managed.
A research strategy or model is a blueprint for doing formal research and
surveys. It is a description of techniques and procedures for obtaining the data
needed to solve the problem. It determines the source and means for
gathering information.
To collect data, a questionnaire and several formats will be evaluated.

Method of data collection:

Data collecting is a complex process of data gathering and estimation. Facts

gathered from a few sources are referred to as information. There are two
types of data: primary data and secondary data.
Primary information: The primary data are those that are acquired directly
from customers for the first time. It is gathered using the Questionnaire
approach. I've used Primary Data in this case. A Questionnaire format was
developed and delivered to consumers.
Measurement and scaling techniques: Depending on the information needed,
multiple choice and single choice questions were utilised. The service quality of
online retailers was evaluated using an itemised grading system.
Design of the questionnaire: Appropriate research was conducted, and
numerous study goals were determined.
The exact data required was identified and research questions were
developed. All of the information requirements were taken into consideration
when creating the questionnaire.

RESEARCH QUESTIONS:

The following issues are addressed in this study: • What is the primary driving
force behind internet purchases?
• Does age have any bearing on preferred purchasing methods?
• Is there a connection between money and how often you shop?
• Is there a connection between gender and how often you shop?
• Which internet retailer is most popular in India?
• Do customers stick with their favourite online retailer?

Sample size:

A random sample of 100 consumrs has been chosen. Although it appears to be

a tiny sample, the 86 replies I received out of 100 are sufficient to conduct an
analysis and reach conclusions.

Sampling frame:

A cross-section of customers must be included in the sample. I utilised a basic

random sample approach since I wanted to make sure that every buyer had an
equal chance of being chosen. This technique helped to accurately reach a
conclusion.
 CHAPTER – 4

DATA ANALYSIS
There are a number of variables that drive consumers to choose online buying,
including convenience, accessibility, time savings, and others. Additionally,
there are limiting considerations including product risk, financial risk, and
delivery problems.
This study sought to discover several factors influencing online purchasing and
rank those characteristics in order to assist online merchants in determining
which factors encourage consumers to choose online shopping and which
factors prevent them from doing so. Respondents were asked to select some
of the most important reasons for buying and not buying online based on a list
of the likely qualities obtained from a thorough literature research.

CLASSIFICATION ON THE BASIS OF GENDER:

Figure 4.1

Classification on the basis of gender refers to the categorization or grouping of

individuals based on their gender identity , which include male, female and
non- binary genders. Here, I have received 37 responses of females and
remaining 49 males have responded .
CLASSIFICATION ON THE BASIS OF AGE:
 Figure – 4.2

Age can be used as a basis for classification in various contexts such as

demographics, legal rights, developmental stages and social groups. Here we
can see that highest respondents are of 20-21 age group .

MOST PREFERRED WEBSITE FOR ONLINE SHOPPING:

S.No. Website No. of users

1 Flipkart 56
2 Amazon 17
3 Myntra 9
4 Meesho 3
5 Other 1

Table – 4.1
According to the survey , majority of the people preferred flipkart with 65.1%
of votes over the other shopping websites. Secondly , comes amazon with
19.8% followed by myntra and meesho . So, flikart is the most liked website
for online shopping over the rest of other websites.

Figure -4.3

FREQUENCY OF PURCHASING:
s.no. Frequency No.

1 Regularly 36

2 Rarely 47

3 Never 1

4 Ocassionally 1
 5 Sometimes 1

Table – 4.2

Figure – 4.4

Majority of the respondents had rarely bought online anything. Total 47

frequencies which is the 54.4% of the total respondent ; highest among the
other segmentation of frequency.
41.9% of the respondents have been regularly purchasing the proudcts
through online sites.
Remaing are the persons who have occasionally , sometimes or had never
bought the goods through online sites.
PRODUCT CATEGORY MOSTLY PREFERRED DURING ONLINE SHOPPING:

Figure - 4.5

S.No. Product Category No. of

users
1 Beauty & Cosmetics 8

2 Grocery 3
Table
3 Clothing 43 – 4.3

4 Electronic gadgets 28

5 Sports kit 1

6 Books& Decorative items 1

7 Books 2

REASON FOR OPTING ONLINE SHOPPING:

 S.No. Reason No. of users
1 Low price 23
2 Time saving 4
3 Wide range of product 35
4 Convenience 24
Figure - 4.6

Table – 4.4

As analysed from the result in online shopping, most of the consumers go with
the online shopping due to the wide range of product availability ,i.e, 35
respondents have opted for this. Followed by 24 respondents go with the
convenience in purchasing the product through online. 26.7% find low price as
important factor while purchasing the product online instead of oofline. The
remaining respondents fall under the category where they do purchasing of
goods online as they finds it more less time taking instead of visiting the offline
stores for purchasing.
 Figure -4.7

S.no. Method No. of users

1 COD 61

2 Credit/ Debit Card 16

3 E-Wallets 6

4 Other 3
Table – 4.5

AVERAGE AMOUNT SPENT IN ONLINE SHOPPING DURING LAST 6

MONTHS:

S.No. AVG. Amount No. of users

1 100-1000 26

2 1000-5000 32

3 5000-10000 13

4 10000&more 15
 Table -4.6

Figure – 4.8

From the above figure – 4.8 , we can say that 37.2% respondents have spend
approximately 5000/- in last six months in online purchasing ;
followed by the group of 30.2% of respondents who have spend their
approximately only 1000/- in past six months.
15.1% have spent under 10000/- but there are remaining respondents who
have spent more than 10000/- while purchasing online in last six months.
Thus, respondents like to spend their preferred amount on online shopping as
per their convenience.

WHETHER PROBLEM HAS BEEN FACED OR NOT DURING ONLINE

SHOPPING:

Figure 4.9
 CATEGORY OF PROBLEM FACED DURING ONLINE SHOPPING:

As per the figure – 4.9 clearly specifies that 46.5% repondents find difficulty in
the online shopping. So it is necessary to find that in which field they find the
diffulties while purchasing the goods online.
So, through figure 4.10 we can find out the areas of diffulties faced by the
respondents while purchasing the goods online.
From the figure 4.10 , it is clear thar 37.2% of the respondents finds difficult to
retrun the produt , purchased online. 28.2% of the respondents finds diffulty
while delivery of the goodstakes place. Some repondents finds warranty issues
while reamining of the respondents have other issues while purchasing the
goods online.
 Figure – 4.10

Table – 4.7

Issues No. of users

S.No.
1 Delivery issue 22

2 Warranty issues 23

3 Retruning the 29
product
4 other 4
 WHETHER THE PROBLEM SOLVED OR NOT:

Figure – 4.11

We can clearly see that, online sites have significantly solved the problems of
the majority of respondents who faced some issues while purchasing the
goods online. Although , 10.3% of the repondents says that their problem has
not been solved by the online sites .
CHAPTER – 5

FINDINGS
Yes, the majority of responders shop online.
• The majority of respondents believe that Amazon is the most trustworthy
online retailer.
• The vast majority of respondents frequently favour online purchasing.
• The majority of respondents have confidence in the things they buy online,
and very few people think they are not branded.
% The respondents concurred that they think consumers should try products
before buying them.
• When shopping online, respondents do worry about the quality of the goods.
• The respondents do occasionally feel taken advantage of when making
internet purchases.
• They do believe that the most crucial aspect of online purchasing is the price.
• When purchasing things online, they are budget conscious.
• Online retailers face fierce price rivalry from online marketers.
• They are worried about both the cost and the calibre of the goods.
• It's true that they compare the brands to make sure they're getting the
greatest deal.
• Customers are drawn to the merchandise by the savings that internet shops
give.
• Customers' intentions to purchase a product they would not have otherwise
needed are influenced by discounts.
• When shopping online for deals, they also favour branded goods over
unbranded ones.
• It is true that discounts affect consumers' brand preferences and encourage
them to purchase more during sales.
• Customers do feel satisfied while buying on discounts.
• Yes, respondents concur that online markets provide retailers more
equitable and fair chances.
 CHAPTER – 6

CONCLUSIONS & IMPLICATIONS

 CONLUSION:

With all the information and its analysis, we can draw the conclusion that
online platforms are outperforming offline platforms, which is a greater
accomplishment for both customers and stores.
Online retailers have a sizable market opportunity to seize, and this
opportunity will grow over time as the dynamic environment and ongoing
technological advancements drive offline customers to online retailers.
This trend will follow a very organised path from developed to developing
nations, urban to rural cities, and so on and so forth.
It would be reasonable to assume that even if customers lose their shopping
experience, they are happy to give it up for the price and convenience of
buying since they value it so highly.
In conclusion, it can be said that although online platforms are expanding
exponentially, they are also providing offline markets a chance to join them
there.
For offline businesses, joining these online platforms might be the next step in
their continued expansion.
And with regard to online platforms, we can claim that their aggressive
marketing strategies are undoubtedly helping them increase their market
presence and share, with devoted clients growing with time and having a
majority of excellent word of mouth marketing for the product.
For marketers, figuring out the wants and preferences of online buyers is
challenging.
Marketing professionals may get a competitive advantage over their rivals by
better understanding consumer purchasing behaviour with regard to online
shopping, enhancing the factors that motivate consumers to purchase online,
and concentrating on factors that motivate consumers to shop online.
Internet marketers therefore focus on spreading awareness of their company
and product availability across all industries and customer groups, offering
special discounts and offers to all consumer categories depending on age
groups.
Customers expect to purchase goods using cash on delivery in some areas,
therefore marketers set up more permanent cash on delivery sites.
This study found that if internet marketers put more of an emphasis on
creating brand recognition, offering services that people want.
 SUMMARY:

After all the analysis and findings , we can conclude that the ajority of the
repondents prefer flipkart as compare to the other websites , i.e.,65.1%
and secondly most preferred site is amazon.
Clothing is the most purchased item by the respondents as per the
analysis done as 50% of the respondents have opted this folowed by
electronic gadgets with 32.6%.
Above all the other factors , availability of wide range of products makes
people to choose online shopping over the offline shopping with 40.7%.
Although , there are variety of payment options available in the nline
shoppingbsites, but around 70.9% of the respondents still go with COD
over the other options for payment.
Inspite of good performance of the online shopping sites, about 46.5% of
the respondents have faced problem while doing online shooping and
remaining respondents haven’t faced problem while shopping online.
These 46.5% respondents who faced problem while shopping; they faced
issue while returning the roduct they received.
But, these online sites have tried tehir most to solve the problem of their
respondents and thus 89.7% of the respondent’s problem has been
solved by the online shopping.
 IMPLICATIONS:

The majority of research on online consumer behaviour has been

concentrated on identifying the numerous elements that affect consumers'
decision-making. The current study additionally considers the interdependence
of the numerous variables, such as age, gender, income, and favourite
purchasing method.
This study makes it possible for academics and researchers to acknowledge
that there is a connection between age, gender, and favourite purchasing
method. The annual family income and the customer's gender have an impact
on how frequently they shop.
According to this study, most clients are not very loyal to their favourite online
retailer. This study serves as a foundation for future research on consumer
loyalty and the influence of other demographic factors on buying preferences.
The finding has several useful ramifications for online retailers. They will
benefit from knowing which gender and age group prefer them to offline
mode.
For the market segment that exhibits a little bit of reluctance to purchase,
certain techniques must be developed. To entice certain sectors, specific
incentives and digital marketing should be offered.
Companies are able to present the idea in commercials and posters by
understanding what drives clients to make online purchases. The results of this
study can assist them in developing effective methods to draw in new clients
and keep existing ones. Additionally, this report advises organisations to
consider client loyalty. Considering that a very small fraction of customers
never move stores.
The majority of respondents agreed that it was difficult to return the items,
thus we recommend that each vendor open a district-based customer support
centre where issues may be handled quickly.
Following the survey, we discover that the psychological risks,
disappointments, and frustrations associated with online buying are mostly
due to the loss of private information. For the purpose of sending spam emails
or mails, third parties may track, gather, and share personal information
online.
The Federal Trade Commission (FTC) has the legal authority to forbid websites
from collecting information through "unfair and deceptive" commercial
practises, but it is unable to completely regulate all online activity.
The majority of respondents are aware of the quality of the things that are
ordered online. They claimed that the major issue was that the things they
received were drastically different and frequently discovered to be broken.
We advocate that receivers only get goods once they have been physically
verified, which should take place in front of the hawkers. If the goods match
the online description and are in excellent condition, they should be delivered;
otherwise, they will be returned to the suppliers.
Through this study, we discovered that respondents' demographic
characteristics—including age, education level, and income—were generally in
favour of online shopping, although the rate is higher for respondents who are
younger, have higher levels of education, and earn more money.
It implies that there is a great need for an online buying awareness initiative.
The government should make plans to educate the public about online
purchasing using loud speakers, leaflets, wall writings, radio, television, and
the internet.
 LIMITATIONS:

The respondents' responses heavily depend on their state of mind and level of
interest, and as a result, accuracy can occasionally vary.
Due to time restrictions, a minimal sample size was used for the study.
Not everyone is completely honest when answering the questionnaire, and the
majority of responders are puzzled themselves.
I made an effort to obtain questionnaire responses from practically all age
categories, but sadly, most of the responders
were young people.
 RECOMMENDATION:

According to my findings, I would strongly advise online retailers to foster

consumer trust. Add a new option that allows you to purchase something now
and pay for it later by paying the balance within a month of the purchase.
Additionally, to create their own app, making purchases simple for customers.
In order to maintain a stable business model in the future, it is crucial to have a
large market reach, and that is only possible through an inclination of online
and offline channels to provide customers with a comprehensive shopping
experience.
With regard to the consumers, it is evident that there are both advantages and
disadvantages to online shopping. However, even though relatively few
customers have experienced fraud, price still plays a significant role in
determining whether a purchase will be made online or offline, followed by the
belief that "everything online is branded" and, last but not least, shopping
convenience.
Therefore, online platforms may continue to work on and around these three
pillars to grow in order to improve their market share and gradually attract
more devoted customers.
Through this study, we discovered that respondents' demographic
characteristics—including age, education level, and income—were generally in
favour of online shopping, although the rate is higher for respondents who are
younger, have higher levels of education, and earn more money. It implies that
there is a great need for an online buying awareness initiative. The
government should make plans to educate the public about online purchasing
using loud speakers, leaflets, wall writings, radio, television, and the internet.
 REFERENCES:

 Dr. Renuka Sharma, Dr. Kiran Mehta, and Shashank Sharma (2014) state
in their paper "Understanding Online Shopping Behaviour of Indian
Shoppers"
 Jarvelainen Jonna (2003) "The Impact of Prior Online Shopping
Experience on Future Purchasing Channel" choice.
 Rastogi Kumar Ankur, July (2010) A Study of Indian Online Consumers &
their Buying Behaviour. Pg[80-82]
 Goswami Adrita, Baruah Pallavi, and Borah Sarat (May 2013) Customer
Satisfaction Towards Online Shopping with Special Reference to Teenage
Group of Jorhat Town.
 Rengasamy Natrajan Balamurugan, Mahendran Satish, and Royalu
Sivasubramanian Sathyanarayanan (2013) "consumer behaviour towards
online shopping: A study with reference to Coimbatore city."
 Sharma Vishnoi Nidhi and Khattri Varsha (2013) "online shopping
behaviour and its impact on online deal websites."
 "Perception of Youth Towards Online Shopping," Malviya Surendra and
Sawant Chetna (2014) discovered that youth perception moves to online
purchasing.
 Prof. Pritam P. Kothari and Prof. Shivganga S. Maindargi (2016) "A
research on customers' attitudes towards internet shopping in India and
its impact Pg[1-10]
 Abhishek Gupta, Naveen Kumar, and Upasana Kanchan (2015) "A study
of online purchase behaviour of customers in India
 Dr. G.K. Deshmukh and Dr. Sanskrity Joseph (2006) "Online shopping in
India: An inquiry of consumers worldwide, That online purchasing is not
the same as conventional consumer shopping”
 https://www.worldwidejournals.com/paripex/article/customer-
satisfaction-towards-online-shopping-with-special-reference-to-teenage-
group-of-jorhat-town/MzI0NjA=/
 https://www.researchgate.net/publication/323810705_
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w=QAp95JMAAAAJ:EUQCXRtRnyEC
 APPENDIX:

E-Mail:

Name:

Age:

Gender:

Which website do you prefer mostly for online shopping?

 Amazon
 Flipkart
 Myntra
 Messho
 Other

How often do you purchase online [ frequency]?

 Regularly
 Rarely
 Never
 Occasionally
 Sometimes

Which product category you purchase commonly throughonline shopping?

 Beauty & Cosmetics
 Grocery
 Clothung
 Electronic gadgets
 Sports kit
 Books & Decorative items
 Books

Why do you prefer online shopping?

 Low price
 Time saving
 Wide range of products
 Convenience

Which payment option you preferred mostly?

 COD
 Credit card / Debit card
 E-wallets
 Other

Average amount spent in online shopping in last 6 months:

 100 -1000
 1000 – 5000
 5000 – 10000
 10000 or more

Have you faced any problem while online shopping?

 Yes
 No

In which field you faced problem while online shopping?

 Delivery issues
 Warranty issue
 While returning the product
 Other

Whether your problem has been solved or not?

 Yes
 no