“A STUDY ON CONSUMER PERCEPTION ON

ONLINE PURCHASE”

Submitted in partial fulfillment of the requirements

for the award of the degree of

Bachelor of Business Administration (BBA)

To

Guru Gobind Singh Indraprastha University, Delhi

Guide: Submitted By:

MEENAKSHI KHARB AKSHITA ASWANI

Roll No.:
40324401717
Batch (2011-2014)

Institute of Innovation in Technology & Management,

New Delhi – 110058

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CERTIFICATE

I, AKSHITA ASWANI, Roll No 40324401717 certify that the Project

Report/Dissertation BBA-311) entitled “Study on consumer perception towards online

purchase” is done by me and it is an authentic work carried out by me at Institute of

Innovation in Techonology and management . The matter embodied in this project work

has not been submitted earlier for the award of any degree or diploma to the best of my

knowledge and belief.

Signature of the Student

Date:

Certified that the Project Report/Dissertation (BBA-311) entitled “ A STUDY ON

CONSUMER PERCEPTION ON ONINE PURCHASE “ done by AKSHITA ASWANI ,
Roll No. 40324401717 is completed under my guidance.

Signature of the Guide

Name of the Guide: MEENAKSHI
KHARB
Designation: Associate Professor
Date:

Countersigned
(Director / Project Coordinator)

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 Aknowledgement

I shall remain greatly indebted to several persons who have provided help, support and
Inspiration throughout my research work during my final report. I would like to express
my great regards to Prof. Meenakshi Kharb of Institute of Innovation in Technology and
Management (IITM), who provided me valuable suggestions for this training program.
Under her guidance, I was able to accomplish my project with confidence. I earnestly hope
that it provides useful and workable information and knowledge to any person reading it.

With immense satisfaction I have completed my final report.

Name - Akshita Aswani

BBA

Enrollment no. 40324401717

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 CONTENTS

S No Topic Page No
1 Certificate 2
2 Acknowledgement 3
3 Chapter-1: Introduction 5
4 Chapter-2: Research Methodology 16
5 Chapter-3: Data Presentation & Analysis 25
6 Chapter-4: Summary and Conclusions 42
7 References/Bibliography 45
8 Appendices 47

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 CHAPTER 1

INTRODUCTION

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Online shopping is a form of electronic commerce which allows consumers to
directly buy goods or services from a seller over the Internet using a web
browser. Consumers find a product of interest by visiting the website of the
retailer directly or by searching among alternative vendors using a shopping
search engine, which displays the same product's availability and pricing at
different e-retailers. As of 2020, customers can shop online using a range of
different computers and devices, including desktop computers, laptops, tablet
computers, smartphones, and smart speakers.

Online shopping is the process of buying goods and services from merchants
who sell on the Internet. Since the emergence of the World Wide Web,
merchants have sought to sell their products to people who surf the Internet.
Shoppers can visit web stores from the comfort of their homes and shop as they
sit in front of the computer Now a day, online shopping has become popular
among people, they have become techno savvy and feel very comfortable in
using internet. So online shopping has becoming a trend that is why it is
necessary to make a study on online shopping usage and perception. The main
aim of this research is to study the perception of the customers towards online
shopping and also discriminate this perception gender vise. For this purpose,
with help of convenient sampling method 150 respondents were selected and
data were collected through structured questionnaire. On the basis of data
analysis it is found that most of the customers were perceived that online
shopping is better option than manual shopping and most of the customers were
satisfied with their online shopping transactions. Customers are accessing their
net at their home and office/ college. Largely customers are buying clothe,
electronics items and accessories. Most alarming barrier for online shopping
was customers have to give their credit card number and they can’t see products
personally. Customers agree with the statement that online shopping is more

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expensive than manual shopping, its take more time to deliver the products and
they are facing problems while making online purchases

HISTORY

Online stores usually enable shoppers to use "search" features to find specific
models, brands or items. Online customers must have access to the Internet and
a valid method of payment in order to complete a transaction, such as a credit
card, an Interac-enabled debit card, or a service such as PayPal.

One of the earliest forms of trade conducted online was IBM's online
transaction processing (OLTP) developed in the 1960s and it allowed the
processing of financial transactions in real-time. The computerized ticket
reservation system developed for American Airlines called Semi-Automatic
Business Research Environment (SABRE) was one of its applications. Here,
computer terminals located in different travel agencies were linked to a large
IBM mainframe computer, which processed transactions simultaneously and
coordinated them so that all travel agents had access to the same information at
the same time.

The emergence of online shopping as we know today developed with the

emergence of the Internet. Initially, this platform only functioned as an
advertising tool for companies, providing information about its products. It
quickly moved on from this simple utility to actual online shopping transaction
due to the development of interactive Web pages and secure transmissions.
Specifically, the growth of the internet as a secure shopping channel has
developed since 1994, with the first sales of Sting album 'Ten Summoner's
Tales'. Wine, chocolates, and flowers soon followed and were among the
pioneering retail categories which fueled the growth of online shopping

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Specific features of online shopping

Online shopping consist of various features which also highlight the benefits
from e – shopping. Thus, the features are described as:

 24 X 7 Service available.
 Easy Access with multiple devices.
 Single click to navigate multiple sites
 Comparison can be made in real time.

 Flexible Payment methods

 Cash back offer.
 Casual shopping.
 Availability of much more variety.
 Reliable information provided.
 Less time consumption.
 Convenient prices.
 Give feedback about the product.

Research methodology means an outline of a research.

Advantages of online shopping

Due to rapid growth of technology, business organizations have switched over

from the traditional method of selling goods to electronic method of selling
goods. Business organizations use internet as a main vehicle to conduct
commercial transactions.

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Specific features of online shopping

Online shopping consist of various features which also highlight the benefits
from e – shopping. Thus, the features are described as:
 24 X 7 Service available.
 Easy Access with multiple devices.
 Single click to navigate multiple sites
 Comparison can be made in real time.
 Flexible Payment methods

Online stores do not have space constraints and a wide variety of products can
be displayed on websites. It helps the analytical buyers to purchase a product
after a good search.

1. Convenience of online shopping

Customers can purchase items from the comfort of their own homes or work
place. Shopping is made easier and convenient for the customer through
internet. It is also easy to cancel the transactions.

The following table depicts the factors which motivate the online shoppers to
buy products online.

Top 6 reasons given by shoppers in buying through internet

1. Saves time and efforts.

2. Convenience of Shopping at home.
3. Wide variety / range of products are available.
4. Good discounts / lower prices.
5. Get detailed information of the product.

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 6. We can compare various models / brands.

2. No pressure shopping

Generally, in physical stores, the sales representatives try to influence the

buyers to buy the product. There can be some kind of pressure, whereas the
customers are not pressurized in any way in online stores.

3. Online shopping saves time

Customers do not have to stand in queues in cash counters to pay for the
products that have been purchased by them. They can shop from their home or
work place and do not have to spend time traveling. The customers can also
look for the products that are required by them by entering the key words or
using search engines.

4. Comparisons

Companies display the whole range of products offered by them to attract

customers with different tastes and needs. This enables the buyers to choose
from a variety of models after comparing the finish, features and price of the
products on display, Sometimes, price comparisons are also available online.

5. Availability of online shop

The mall is open on 365 x 24 x 7. So, time does not act as a barrier, wherever
the vendor and buyers are.

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 6. Online tracking

Online consumers can track the order status and delivery status tracking of
shipping is also available.

7. Online shopping saves money

To attract customers to shop online, e-tailers and marketers offer discounts to

the customers. Due to elimination of maintenance, real-estate cost, the retailers
are able to sell the products with attractive discounts through online.
Sometimes, large online shopping sites offer store comparison.

Disadvantages of Online Shopping

Ease of use is the prime reason that drives the success of e-commerce. Though
internet provides a quick and easy way to purchase a product, some people
prefer to use this technology only in a limited way. They regard internet as a
means for gathering more information about a product before buying it in a
shop. Some people also fear that they might get addicted to online shopping.

The major disadvantages of online shopping are as follows.

1. Delay in delivery

Long duration and lack of proper inventory management result in delays in

shipment. Though the duration of selecting, buying and paying for an online
product may not take more than 15 minutes; the delivery of the product to
customer’ s doorstep takes about 1-3 weeks. This frustrates the customer and
prevents them from shopping online.

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 2. Lack of significant discounts in online shops

Physical stores offer discounts to customers and attract them so this makes it
difficult for e-tailers to compete with the offline platforms.

3. Lack of touch and feel of merchandise in online shopping

Lack of touch-feel-try creates concerns over the quality of the product on offer.
Online shopping is not quite suitable for clothes as the customers cannot try
them on.

4. Lack of interactivity in online shopping

Physical stores allow price negotiations between buyers and the seller. The
show room sales attendant representatives provide personal attention to
customers and help them in purchasing goods. Certain online shopping mart
offers service to talk to a sales representative,

5. Lack of shopping experience

The traditional shopping exercise provides lot of fun in the form of show-room
atmosphere, smart sales attendants, scent and sounds that cannot be experienced
through a website. Indians generally enjoy shopping. Consumers look forward
to it as an opportunity to go out and shop.

6. Lack of close examination in online shopping

A customer has to buy a product without seeing actually how it looks like.
Customers may click and buy some product that is not really required by them.
The electronic images of a product are sometimes misleading. The colour,
appearance in real may not match with the electronic images.

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People like to visit physical stores and prefer to have close examination of good,
though it consumes time. The electronic images vary from physical appearance
when people buy goods based on electronic images.

7. Frauds in online shopping

Sometimes, there is disappearance of shopping site itself. In addition to above,

the online payments are not much secured. So, it is essential for e-marketers and
retailers to pay attention to this issue to boost the growth of e-commerce. The
rate of cyber crimes has been increasing and customers’ credit card details and
bank details have been misused which raise privacy issues.

Customers have to be careful in revealing their personal information. Some of

the e-tailers are unreliable.

The disadvantages of online shopping will not hinder its growth, Online
shopping helped businesses to recover from the recession.

Merchants should pay attention to the stumbling blocks and ensure secure
payment system to make online shopping effective, The following advice may
be followed by the E-merchants and by the online shoppers.

Literature review

Bellman et. al. (1999) investigated various predictors for whether an individual
will purchase online. These authors concluded that demographic
variables, such as income, education and age, have a modest impact on the
decision of whether to buy online, whereas the most important determinant
of online shopping was previous behaviour, such as earlier online purchases.

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Venkatesh (2000) reported that perceived convenience offered by Internet
Vendors has a positive impact on consumers' attitude towards online
shopping, as they perceive Internet as a medium that enhances the outcome of
their shopping experience in an easy way. Online shopping holds a great
potential for youth marketers.

Benedict et al (2001) in his study on perceptions towards online shopping

reveals that perceptions toward online shopping and intention to
shop online are not only affected by ease of use, usefulness, and enjoyment, but
also by external factors like consumer traits, situational factors, product
characteristics, previous online shopping experiences, and trust in online
shopping.

Bhattacherjee (2001) stated that satisfied users are more likely to continue the
IS use. Thus, we point that adoption and continuance are
connected to each other through several mediating and moderating factors such
as trust and satisfaction.

Vrechopoulos et al. (2001) found that younger

consumers searched for more products online and they were more likely to
agree that online shopping was more convenient.

ACNielsen (2007) explains the relationship between consumer behavior and

marketing strategy. He states that strategy is about increasing the
probability and frequency of buyer behavior. Requirements for succeeding in
doing this are to know the customer and understand the consumer's needs
and wants.

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Guda et. al (2007) in two experiments, the impact of shopping context on
consumers’ risk perceptions and regulatory focus was examined.
They predicted that individuals perceive an online (vs. conventional) shopping
environment’s more risky and that an online shopping environment, by
its risky nature, primes a prevention focus.

Vaitheesewaran (2013) examined the convenience of online shopping “With

product getting standardized, specifications getting fixed and the
concept of service getting eroded, the post sale responsibility of the retailer has
come down drastically. Hence customers go to stores to explore the
product physically detail but by online at a cheaper rate. Heavy discounts of e-
commerce firms are possible because of their no warehouse model.”

Bhatt Ashish (2014) found that that information; perceived usefulness,

perceived enjoyment and security/privacy are the five dominant factors
which influence consumer perceptions on Online purchasing.

Thakur Sonal and Aurora Rajinder (2015) found that Internet is one of the
ways which is changing the consumers shopping and buying
behaviour. Mostly consumers are using the internet to buy the product and to
compare prices and features of product therefore; e-companies should
understand the internet users’ perception towards the online shopping. The
prospect of online marketing is increasing in India with the increasing internet
literacy.

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 CHAPTER - 2
RESEARCH METHODOLOGY

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2.1RESEARCH

The systematic and Objective process of gathering, recording and

analysing data for aid in making business decision or finding solution of
business problems.

2.2Methodology

2.2.1 Research Design

Descriptive research design is used in this process. There are 3 types of

descriptive research design methods- observational, case study and survey
method. The descriptive method used in this project is survey method. A
questionnaire was circulated to collect the responses.

A sample design is a procedure or plan drawn up before any data are collected
to obtain a sample from a given. It is impossible to conduct a research with
entire population. The sample design was selected in advance according to the
objectives of the study.

Sample size determination is the act of choosing the number of observations or

replicates to include in a statistical sample. The sample size is an important
feature of any empirical study in which the goal is to make inferences about a
population from a sample.
Sample size of this survey is 50 persons.

2.2.2 Sampling methods

It is incumbent on the researcher to clearly define the target population. There

are no strict rules to follow, and the researcher must rely on logic and judgment.
The population is defined in keeping with the objectives of the study.

Sometimes, the entire population will be sufficiently small, and the researcher
can include the entire population in the study. This type of research is called a
census study because data is gathered on every member of the population.

Usually, the population is too large for the researcher to attempt to survey all of
its members. A small, but carefully chosen sample can be used to represent the
population. The sample reflects the characteristics of the population from which
it is drawn.

Sampling methods are classified as either probability or non probability. In

probability samples, each member of the population has a known non-zero

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probability of being selected. Probability methods include random sampling,
systematic sampling, and stratified sampling. In non probability sampling,
members are selected from the population in some non random manner. These
include convenience sampling, judgment sampling, quota sampling, and
snowball sampling. The advantage of probability sampling is that sampling
error can be calculated. Sampling error is the degree to which a sample might
differ from the population. When inferring to the population, results are
reported plus or minus the sampling error. In non probability sampling, the
degree to which the sample differs from the population remains unknown.

2.2.3 Random sampling is the purest form of probability sampling. Each

member of the population has an equal and known chance of being
selected. When there are very large populations, it is often difficult or
impossible to identify every member of the population, so the pool of
available subjects becomes biased.

2.2.4 Systematic sampling is often used instead of random sampling. It is also

called an Nth name selection technique. After the required sample size
has been calculated, every Nth record is selected from a list of population
members. As long as the list does not contain any hidden order, this
sampling method is as good as the random sampling method. Its only
advantage over the random sampling technique is simplicity. Systematic
sampling is frequently used to select a specified number of records from a
computer file.

2.2.5 Stratified sampling is commonly used probability method that is

superior to random sampling because it reduces sampling error. A stratum
is a subset of the population that share at least one common characteristic.
Examples of stratums might be males and females, or managers and non-
managers. The researcher first identifies the relevant stratums and their
actual representation in the population. Random sampling is then used to
select a sufficient number of subjects from each stratum. "Sufficient"
refers to a sample size large enough for us to be reasonably confident that
the stratum represents the population. Stratified sampling is often used
when one or more of the stratums in the population have a low incidence
relative to the other stratums.

2.2.6 Quota sampling is the non-probability equivalent of stratified sampling.

Like
Stratified sampling, the researcher first identifies the stratums and their
proportions as they are represented in the population. Then convenience or
judgment sampling is used to select the required number of subjects from each

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stratum. This differs from stratified sampling, where the stratums are filled by
random sampling.

In this survey Random Sampling technique is used.

The research methodology used in this project is questionnaire.

Questionnaire: A questionnaire is a set of printed or written questions with a

choice of answers, devised for the purposes of a survey or statistical study. It is
a primary method of research.

These are the type of questions that are used to allow the respondents to express
their views in a free flowing manner.

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Objectives of the Study

To identify the factors influencing consumers to buy online.

SWOT ANALYSIS

 Strengths

Here are two big Strengths of the eCommerce market:

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Accessibility

Perhaps the biggest Strength of eCommerce businesses is their extensive

accessibility. In the past, shopping meant physically traveling to a certain
place, within certain times. With eCommerce, buyers can now browse, learn
about, and purchase products from the comfort of their homes, at whatever
time of the day (or night). Although teleshopping offers similar benefits, the
advent of the internet has seen a huge number of consumers move away from
TV, radio, and press towards computers.

Lower Prices

Another considerable Strength of online shopping is that products tend to

have lower prices, when compared to traditional retail channels. One reason
for this is that eCommerce typically involves sellers interacting directly with
consumers, cutting out middlemen such as distributors. Another reason is that
the eCommerce stores typically have significantly lower overheads than
brick-and-mortar stores, which have to account for rent costs, employee
salaries, and more.

 Weaknesses

Here’s one big Weakness of the eCommerce industry:

Industry Specific

Certain products lend themselves to eCommerce better than others. For

example, books, electronics, and kitchen gadgets are all easy to sell through
online stores, since consumers roughly know what to expect. However, some
items are much less universal; the best example of this is clothing. It’s
difficult for consumers to purchase the clothing they want online, since they
don’t know whether it will fit, how it will feel, and how it will look.

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Unfortunately, it will be very difficult for eCommerce stores to expand into
these industries.

 Opportunities

Here are two Opportunities for the eCommerce market:

Growing Market

One of the biggest opportunities for the online shopping industry is the
growing market. While most consumers in developed countries already have
electronic devices, there are plenty of consumers in developing countries who
don’t — and, as a result, don’t buy goods online. As the prices of electronics
continue to decline, it’s likely that we’ll see an increase in the number of
potential internet shoppers. This will subsequently result in a greater volume
of eCommerce sales.

Influencers

There are a number of internet users who use their large social followings to
promote various goods and services. These people, known as influencers,
present a powerful marketing opportunity for savvy eCommerce sellers. With
social media becoming such a huge part of our everyday lives, influencers are
set to play an increasingly important role in how products are marketed —
and eCommerce stores are best positioned to take advantage of this.

 Threats

Here are four Threats for the eCommerce industry:

Competition

Although the eCommerce industry’s low barrier to entry is, on the one hand, a
Strength, it also poses a significant threat for existing sellers. This is because

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of how easy it is for just about anyone — anywhere — to launch a new
eCommerce store and compete with other online shopping businesses. It’s
important to know that this element of competition doesn’t affect the success
of the eCommerce industry as a whole, but affects individual businesses.

Fraud

The world of eCommerce is fuelled by digital payments, whether that

involves credit or debit cards, bank transfers, or even cryptocurrencies. This
makes it a huge target for fraudsters, who now have an easy way to cash out
on their illicit activities. Fraudsters can buy goods online using others’
payment details — while staying completely anonymous — and send those
items to neighborhood doorsteps, where they’ll be swiped while the
homeowner is out at work. Unfortunately, it’s incredibly difficult to combat
internet fraud, which is why it’s such a big threat for the industry.

Data Concerns

Aside from blatant fraud, there’s a lot of potential for things to go wrong with
online shopping — especially when it comes to users data. Shopping online
requires you to hand over a lot of sensitive data, including your payment
details, address, and other assorted information. If this information gets into
the wrong hands, it can have devastating consequences. Also, since the
introduction of new data-related regulations like the European Union’s
GDPR, there are new complexities in the data aspects of running an online
business.

Monopolies

Since eCommerce stores can cater to entire countries — or even the entire
world — it leaves a lot of potential for monopolies to form. Perhaps the best
example of this is if you review how Amazon has affected bookstores. In the
past, a variety of local bookstores (including mom and pop stores, smaller
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chains, and larger chains) would have serviced a given area. With the advent
of huge eCommerce alternatives like Amazon, these stores are dying off and
Amazon is becoming the one-stop-shop for books. This trend may spread into
other markets, and may at some point warrant government regulation

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 CHAPTER 4
DATA ANALYSIS

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QUESTION 1

As the data depicts the majority of people who use e-commerce services are
of age 21 to 25 that is 48% followed by people of age 16 to 20 that are 24%
while 22% are people of age 26 to 30 and 6% people of age 30 and above.

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QUESTION 2

Occupation

The data depicts the use of e-commerce websites for purchasing products
where students use 30% followed by employed people at 44% with 18%
retired people and 8% prefer not to say.

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QUESTION 3

Income

As the data depicts the people with income of 10 lakhs and above barely use
ecommerce services for shopping while people with 5-10 lakhs income shop
the most at 70% followed by people with 1-5 lakhs income at 28%.

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QUESTION 4

Do you shop online ?

As the data depicts 58% prefer to purchase products from e-commerce

websites while 42% opt for offline shopping.

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QUESTION 5

Which feature of online shopping attracts you the most ?

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Its very much evident from the data above that people who prefer to shop
online are attracted by various factors such as 44% people are attracted by
discounts and offers followed by people who are attracted by advertisements
at 34% with 14% are attracted by the user interface and lastly 8% people are
pleased by the variety of products.

QUESTION 6

Which category of goods have you bought through online shopping ?

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According to the survey analysis , 66% people buy personal care from the online purchase
then 54% household utilities 40% electronics 44 % stationary , 34% clothes, 32% tickets
and then there items .

QUESTION 7

How much money do you spend on online shopping on an average in a month ?

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As the data depicts that 46% people spend on a average of Rs.1000-5000 in a
month on online shopping whereas 42% spend Rs.5000-10000 in a month
followed by people who spend less than Rs.1000 in a month at 8% and lastly
4% people spend Rs.10000 and above on online shopping in a month.

QUESTION 8

Which online shopping sites do you prefer the most ?

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The data reveals that people who chose online shopping prefer flipkart for
online shopping with 36% with amazon at 34% followed by aliexpress at 16%
and lastly ebay with 14%.

QUESTION 9

Do you think online shopping is beneficial ?

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As the data depicts 54% people find online shopping beneficial while 46%
think it is still a waste of time and money.

QUESTION 10

Do you buy groceries online ?

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As the data depicts 68% prefer purchasing groceries from e-commerce
websites while 32% opt for offline purchase.

QUESTION 11

Is online grocery shopping a boon or a bane ?

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As the data depicts 60% people think that purchasing products from e-
commerce websites is a boon while 40% think that it is a bane.

QUESTION 12

Why do you prefer online shopping ?

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According to the survey most of the people prefer online shopping because it
is convenient ,there is no need to deal with a sales person and there is a ease
of finding products also we can compare products easily . people prefer online
shopping because there is a ease of return and refund of the products .

QUESTION 13

Which payment method do you use for online shopping ?

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As the data depicts 40% prefer to purchase products from e-commerce
websites using credit cards whereas 30% opt for a debit card as a payment
method and 26% use mobile wallets as a payment methods lastly 4% people
choose cash on delivery for online shopping.

QUESTION 14

What are your Issues regarding Online shopping ?

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As the data reveals people who shop online are facing issue like no guarantee
with 16% people, 32% with high price of products followed by data security
at 4% and 48% with forgery issues.

QUESTION 15

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What is the Reason for not Purchasing online ?

According to the data many people are uncomfortable about purchasing

through internet because they are not willing to payment and address details
and many people don’t prefer purchasing online because they enjoy going out
to do their shopping .

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 CHAPTER 5
SUMMARY AND CONCLUSION

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Findings:

⦁ The majority of youth has shown a positive response towards e commerce services
and it’s very much evident from the data that as the age increases the number of e
commerce service users decreases. Thus, we can conclude that higher aged groups haven’t
still shown that much keen interest towards e-commerce services.
⦁ The data reveals that students are more tilted towards e-commerce services followed
by employed , retired and then come others.
⦁ E-commerce services are used by the majority of people on a daily basis followed by
people who use it on a weekly basis and monthly basis.But, there are still few people who
never availed e-commerce facilities.
⦁ The major chunk of people have shown positive outlook towards e commerce services
but, they still don’t find it that credible due to various drawbacks that it possesses.
⦁ The major chunk of people would definitely recommend e-commerce services among
their peers
⦁ Though people are reluctant to use e-commerce services but still the masses find it
safe to use as but there are many who don’t find it. There are few who are neutral in their
opinion..
⦁ People would be more keen to shift towards other websites if they provide better
services as compared to other websites against those who are unlikely to move.
⦁ The data reveals that most of the people find ecommerce services informative in
nature but, there are a few who don’t find it so followed by those who aren’t sure about it.

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 ⦁ Most of the people find e-commerce services user friendly in nature which very much
forms the basis for websites if they aren’t user friendly people won’t be inclined towards it.

CONCLUSION

E-Commerce services. The findings of this study show that despite of many advantages of
online shopping. People still consider it as an alternative for shopping in malls and
markets. Although every shop in every market has increase the human interaction with
offers but most of people visit only once a week or more. This reason is that in case of
online shopping interpersonal interaction with customers is seldom possible. Identification
& measurement of customer’s expectations of the internet banking services provide a
frame of reference & their related quality dimension.

The main factors which persuade people to use e-commerce are comfort & convenience &
the facility which attracts them most is quality & variety. Therefore the implementation of
quality initiatives should begin with defining customer’s need & preferences & their
related variety dimensions There is still a lot needed for the online shopping to make
reforms and convince their customers for using internet for their shopping and window
shopping

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Going through the survey the main problem lies that still customers have a fear of losing
their details and thus do not go on for online shopping. Markets are trying their level best
by providing the best buying options to the customers but then to there is lot of factors
which betrays a customer from buying from the markets. Markets are providing a security
and offers also so that the customers can be attracted. By asking the shopkeepers we came
to know that maximum numbers of shoppers are elderly and business man.

BIBLIOGRAPHY

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 https://www.researchgate.net/publication/335676504_CUSTOMER_PE
RCEPTION_TOWARDS_ONLINE_SHOPPING

 https://en.wikipedia.org/wiki/Consumer_behaviour

 https://en.wikipedia.org/wiki/Online_shopping

 https://en.wikipedia.org/wiki/Buyer_decision_process

 https://www.ijert.org/a-study-on-customer-perception-towards-online-
shopping

 https://www.academia.edu/4810700

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  https://www.scribd.com/document/269591736/CONSUMER-
PERCEPTION-TOWARDS-ONLINE-SHOPPING-FINAL-
SUBHASISH-PATNAIK-pdf

BOOKS

 Assael Henry . Consumer Behaviour and Marketing Action

 Baroota K. Experimental Design in Behavioural Research.
 Gupta S.P. Statistical Methods

APPENDIX

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Questionnaire

1. Age ?

a. 16-20
b. 21-25
c. 26-30
d. 30 and above

2. Occupation ?

a. Student
b. Employed
c. Retired
d. Prefer not say

3. Income ?

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 a. 1-5 lakhs
b. 5-10 lakhs
c. 10 lakhs and above

4. Do you shop online ?

a. Yes
b. No

5. Which feature of online shopping attracts you the most ?

a. User interface
b. Discounts and offers
c. Advertisements
d. Variety

6. Which category of goods have you bought through online shopping ?

a. Electronics
b. Personal care products
c. Household utilities
d. stationary
e. Clothes
f. tickets

7. How much money do you spend on online shopping on an average in a month ?

a. Less than 1000

b. 1000-5000
c. 5000-10000
d. 10000 and above

8. Which online shopping sites do you prefer the most ?

a. Amazon
b. Flipkart
c. Aliexpress
d. Ebay

9. Do you think online shopping is beneficial ?

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 a. Yes
b. No

10. Do you buy groceries online ?

a. Yes
b. No

11. Is online grocery shopping a boon or a bane ?

a. Boon
b. Bane

12. Why do you prefer online shopping ?

a. Convenience
b. Discounts
c. Ease of finding products
d. Ease of comparison
e. Ease of refund of return
f. No need to talk with salesperson

13. Which payment method do you use for online shopping ?

a. Credit card
b. Debit card
c. Wallets
d. Cash on delivery

14. What are your Issues regarding Online Shopping ?

a. No guaranty
b. Forgery
c. High price of products
d. Security issue

15. What is the Reason for not purchasing online?

a. I am worried about giving my payment and address details.

b. I enjoy going out to do my shopping.
c. I don't know but i am uncomfortable shopping online.

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