“E-COMMERCE

A BOON OR A CURSE, A CASE STUDY ON AMAZON”

A PROJECT REPORT SUBMITTED TO THE BANGALORE CENTRAL UNIVERSITY IN

PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF DEGREE

OF

“BACHELOR OF BUSINESS ADMINISTRATION”

SUBMITTED BY: ISHIKA AGARWAL

(REG.NO: B1815413)

UNDER THE GUIDANCE OF

MRS. REBECCA THEODORE
(M.HRM, MBA, M.PHIL)

FACULTY DEPARTMENT OF BUSINESS MANAGEMENT

BISHOP COTTON WOMEN’S CHRISTIAN COLLEGE

BANGALORE- 56
 ACKNOWLEDGEMENT

The joy and satisfaction that accompany the successful competition of

the task would be incomplete without mentioning those who made it
possible, whose constant guidance and encouragement crowned my
effort in success.

With due respect, I thank Prof. ESTHER PRASANNA KUMAR (Principal in

charge) for giving me such an opportunity to do the project work.

I express my sincere thanks to our respected H.O.D Prof. Praveen Kumar

and my project guide Prof. Rebecca Theodore the valuable guidance and
constant encouragement, above all the moral support that has been
provided to me with all the stages of this project.

ISHIKA AGARWAL
 BISHOP COTTON
WOMEN’S CHRISTIAN
COLLEGE
NO, 19 3RD CROSS CSI COMPOUND,
BANGALORE 5600727

GUIDE CERTIFICATE

THIS IS TO CERTIFY THAT THIS PROJECT REPORT ENTITLED

“E-COMMERCE A BOON OR A CURSE, A CASE STUDY ON AMAZON” IS A
RECORD OF INDEPENDENT RESEARCH DONE BY Ms. ISHIKA AGARWAL
UNDER MY GUIDANCE. THE SAME HAS NOT BEEN SUBMITTED EARLIER
FOR ANY DIPLOMA/DEGREE OF ANY UNIVERSITY OR INSTITUTION.

Prof. REBECCA THEODORE

PROJECT GUIDE
 Contents
INTRODUCTION ....................................................................................... 2
ONLINE SHOPPING .................................................................................. 4
LITERATURE REVIEW ............................................................................... 5
DISADVANTAGES OF ONLINE SHOPPING ............................................ 8
GROWTH OF ONLINE RETAILING IN INDIA ............................................ 10
METHODOLOGY .................................................................................... 12
AMAZON SUCCESS STORY ..................................................................... 16
FACTORS WHY AMAZON IS SUCCESSFUL .............................................. 17
PRESENTATION OF DATA & ANALYSIS ................................................... 19
FINDINGS .............................................................................................. 28
RECOMMENDATIONS ........................................................................... 30
CONCLUSION ........................................................................................ 31
BIBILIOGRAPHY/REFRENCES ................................................................. 32
QUESTIONNAIRE ................................................................................... 33
ANNEXURE-1A....................................................................................... 37
ANNEXURE-1B ....................................................................................... 38

1
 INTRODUCTION
Electronic commerce, commonly known as E- commerce or E -
commerce, is trading in products or services using computer networks,
such as the internet. Electronic commerce draws on technologies such
as mobile commerce, electronic funds transfer, supply chain
management, Internet marketing, online transaction processing,
electronic data inter charge (EDI), Inventory management systems, and
automated data collection systems. Modern electronics commerce
typically uses the World Wide Web for at least one part of the
transaction life’s cycle, although it may also use other technologies such
as e-mail.

E-commerce businesses may apply some of the following.

 Online shopping websites for retail sales direct to consumers

 Providing or participating in online marketplaces, which process
third party business to consumer or consumer to consumer sales
 Business-to-business buying and selling
 Gathering and using demographic data through web contacts and
social media
 Business-to-business electronic data interchange
 Marketing to prospective and established customers by email or
fax (Example. Newsletters)

India has always been a land of great potential. The socioeconomic

condition of the country has improved many folds after interdependence
and India is now emerging as one of the leading countries in the world.
Moreover with a population of over 100 crore and a growth rate of above

2
6%, it can be compared to a marketing giant. Hence it can be well judged
why online shopping in India is rising at fast pace over the days. As
technology is spreading to the remotest villages and many job
opportunities are presenting themselves to the unemployed youth more
and more people are gaining awareness and the money to purchase
expensive and luxurious items over the internet.

3
 ONLINE SHOPPING
A company which started with just 4 lakhs is now worth over more than
2000 crores. According to the data Flipkart has provided to Ministry of
Corporate Affairs; the company’s revenue in 2011-12 was $77 million
(Rs.500 crore). For the fiscal 2012-13, their revenue is estimated to be
$350 million. With this huge success Flipkart is becoming the fate of
online retail in India. This paper attempts to throw light on the growth of
online retail business in India with special reference to Flipkart (analyzing
the consumer feedback about the online business model of Flipkart)

The invention has opened a whole new world of possibilities for us. Not
only we can communicate with the person we love within moments but
nowadays many vital tasks like jobs, shopping, socializing and many
others can be done easily at the convenience of our homes. The concept
of online shopping is a relatively new one and it enables us to buy all our
favorite goods and accessories over the internet. This not only saves time
but also we can get the products at a much discounted price and that too
at our homes. There are many online stores that have developed in
recent times like letsshop.in, flipkart.com and many others. These stores
host a wide range of products like bags, shoes, books, gadgets and many
others. To purchase any product you have to visit the site and click on
the product that you would like to purchase and the product will be
delivered to you within a week maximum. It’s that simple

4
 LITERATURE REVIEW

“In online buying, the rate of diffusion and adoption of the online buying
amongst consumers is still relatively low in India. In view of above an
empirical study of online buying behavior was undertaken. Base on
literature review, four predominant psychographic parameters namely,
attitude, motivation, personality and trust were studied with respect to
online buying. The online buying decision process models based on all
the four parameters were designed after statistical analysis. These
models were integrated with business intelligence, knowledge
management and data mining to design Behavioral business intelligence
framework with a cohesive view of online buyer Behavior. For better
understanding the factors of internet and consumer shopping behavior
towards internet shopping, this chapter would provide academic
research reviews and relative ideas expressed in the literature that
associated with this subject. Furthermore, a number of hypotheses will
be tested to answer the research questions that mentioned already in
the introduction. Due to the recent research shows the internet
shopping becomes a full and effective business model, therefore there
are several studies that already investigated more to less related on
internet shopping and consumer behavior. In the following chapter,
some point of view will be taken from literatures, and needs careful
review to achieve them as the basis of the subsequent research
investigation”

5
ADVANTAGES OF ONLINE SHOPPING
1. Saves time: Online shopping saves huge amount of time. We can buy
any of our favorite products from our home only and need not visit shops
or malls.

2. Cost effective: The products can be bought at a much discounted rate

by shopping online. This is because online stores offer huge discounts
and lucrative offers on the purchase of each and every product. This is
done to attract more customers from all over the world.

3. Other facilities: The products are freely shipped and delivered door to
door without extra charges. Moreover, if we find them not satisfying we
can return them within few days of purchase.

4. Shop any store worldwide: Never again be limited geographically.

Many merchants do not have physical stores in every state, and certainly
not in every country. When you shop online, we can browse through
stores around the block or around the globe.

5. Ship your gifts directly: When you order online, you can send gifts or
even have gift baskets delivered directly to the recipient. This means you
can avoid long waits at the post office and you can get your gift delivered
faster. Many stores even offer customized cards and gift wrapping to
along with your present.
6
6. No more waiting in line and pushing through crowds: malls and retail
stores can be chaotic, especially during a big sale or a holiday season.
Shop home is more convenient than standing in long checkout lines.

7. The internet never closes: You can shop anytime online 24 hours a day
7 days a week. Online stores never close, so you never have to worry
about making time to go to the store. Online shopping is perfect for night
owls or anyone who is too busy to make a visit to the store.

The act of buying things from websites and not shops certainly took a
long time to blend in with the shopping mind-set of the Indian customer.
The current scenario is one, which is witnessing a change in this mind-
set. There have been many websites that have been launched with the
objectives of selling products to customers.

7
 DISADVANTAGES OF ONLINE
SHOPPING
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 consumer’s doorstep
takes about 1-3 weeks. This frustrates the customer and prevents them
from shopping online.

2. Lack of significant discounts in online shops: Physical stores offer

discounts to customers and attract them so this makes it difficult for e-
tailors 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 seller. The show room sales attendant
representatives provide personal attention to customers and

8
help them in purchasing goods. Certain online shopping mart offers
service to talk to a sales representatives.

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 how actually it looks. Customers may click and
buy some product that is not really required by them. The electronic
images of a product are sometimes misleading. The color, appearance in
real may not match with the electronic images.

7. Frauds in online shopping: Sometimes, there is disappearance of

shopping site itself. Also, 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 customer’s credit card details and bank details have been
misused which raise privacy issues. This leads to the dissatisfaction of a
consumer.

9
 GROWTH OF ONLINE RETAILING IN
INDIA
India in e-commerce has grown at a compounded annual growth of 30%
since FY09, and is expected to be $18 billion (around Rs 1,16,00 crore)
opportunity by FY15. The findings part of report: Indian Ecommerce- Tip
of the iceberg, by Macqire Equites research back this high growth rate
on rising internet population, over 300 million middle class population,
increasing mobile penetration and low levels of e-commerce activity.

“Compared to the west, India’s E-commerce industry is still in its infancy.

E-commerce contributes only 0.6% of the country’s GDP vs 1-3% for
other countries, with only 12% of India’s online population transacting
online vs 64% for the US and over 50% for China, “Atul soni and Nitin
Mohta in the report. This growth will further be accentuated by
companies going in for public listing. In the Indian context, only two
internet based companies are listed on the markets, including Infoedge,
which runs India’s largest job portal (naukri.com), and Justdial, which is
India’s largest local search site.

The nature of Indian E-commerce is also different. Travel has the lion’s
share of 71% of Indian E-commerce, but E-tailing has grown the fastest,
at a 59% CAGR between FY09-13E, to reach 16% market share.
Compared to the West Indian’s E-commerce industry is still in its infancy,

10
but we believe that it may become a bigger part of the entire retail
universe than in its west.

“We believe that for many young Indians, Online shopping may become
their primary way to shop throughout their lives. Whenever significant
opportunities such as E-commerce present themselves, many market
participants compete aggressively to try to emerge as Undisputed
leaders to gain brand recognition and customer loyalty, and oftentimes
these players change their business model along the way to grow with
the market” said the report.

11
 METHODOLOGY

RESEARCH DESIGN
The type of design being used for making this project is Meta-Analysis
Design.

Meta-Analysis is an analytical methodology designed to systematically

evaluate and summarize the results from a number of individual studies,
thereby, increasing the overall sample size and the ability of the
researcher to study effects of interest.

STATEMENT OF THE PROBLEM

The study is being conducted for Online Shopping in J.C Road Area of
Bangalore City only, to find out the customer preferences in Choosing
Amazon. It is required to find out the customer preferences based on
certain aspects (Income, levels selection of Products, satisfaction level of
customers).

OBJECTIVES
 To study the growth of online retail business in India.
 To explore the online business of model of Amazon.
 To analyze the customer Feedback of Amazon over other available
online retail stores in India.
 To find out the mode by which the customer became aware of
amazon.
12
 To reveal the satisfaction level of the consumer

NEED OF THE PROJECT

Now-a-days retail stores are facing more competition in retailing
business. Good store design increase the visiting of more customers into
the store and increase the store goodwill, and price also plays a major
factor to use the customer giving preference and selection of the store.
And as an Industry research has shown, there is much need to know the
customer expectations, customer preferences and their store choice’s
(features) and we will find out solutions for designing effective store
which will getting more customers and getting more profits.

SCOPE OF THE STUDY

 Finding out the strengths and weakness of Amazon.
 Finding the number of future purchases.
 Finding the customer satisfaction and their means of awareness of
Amazon.
 Finding the perception among the competitors.
 Finding out the perception of the customers about Amazon

13
DATA COLLECTION METHOD

PRIMARY DATA
Primary data was collected through the survey method (Questionnaire
observation and Interview) from the respondents. Observations
regarding the rise of online shopping trends. The questionnaire aimed at
studying the customer’s preference and feedback for the online
shopping sites at Amazon. Unstructured interview was conducted for
some of the respondents to find out the find out the drawbacks of the
online model of Amazon.

SECONDARY DATA
Secondary data was collected through various websites and articles
available on the Internet.

SAMPLING SIZE

SAMPLE SIZE: For the research the sample size of:

 21 respondents were taken out of which 18 of the population were

frequent users of online portals for shopping.
 The geographical area is limited within an area of different spots in
Bangalore.

SAMPLING PROCEDURE
To obtain the representative samples of students, a non-profitability
sample can be drawn. In this study the method of selecting samples is
Convenience sampling.

14
TOOLS
The tools used for analyzing data are rating method; Graphs, pie charts
etc.

Questionnaire is distributed to the individual respondents and special

care has been taken to make he/she could answer all the questions. This
method is followed to get unbiased answers.

TECHNIQUES OF ANALYSIS
 The data collected from the customer are transcript to the
worksheet in the form of Tally bars and analyzed by statistical tools by
drawing Tables and Graphs, inferences were drawn on a marketing
concept and conversation. Based on the marketing concepts findings of
the research were driven and recommendations are made.

LIMITATIONS OF THE STUDY

 It is not possible for any market study to make it accurate due to
many hurdles in the collection and computation of data. Some
limitations of the study are listed below
 Respondents show reluctance towards giving correct information.
 Findings of the study are based on the assumption that
respondents have disclosed in the questionnaire.
 Time was a major constraint

15
 AMAZON SUCCESS STORY
Amazon emerged as a company with a trillion dollar market cap proving
that online shopping is the future. Jeff Bezos founded Amazon in July
1994. He chose Seattle because of technical talent as Microsoft is located
there. In May 1997, the organization went public. The company began
selling music and videos in 1998, at which time it began operations
internationally by acquiring online sellers of books in United Kingdom
and Germany. The following year, the organization also sold video
games, consumer electronics, home-improvement items, software,
games, and toys in addition to other items.

When Amazon started in 1995, it was a site that only sold books. Within
a month of its inception, the company had already shipped books to over
40 different countries. Since then, Amazon has become one of the
world’s largest e-commerce companies, accounting for around 44% of
total e-commerce sales in the United States for 2017.

16
 FACTORS WHY AMAZON IS
SUCCESSFUL

1. Innovation: Amazon’s success stems for its innovative technologies

and practices, many of which were championed by its CEO, Jeff Bezos.
Amazon’s progressive mindset doesn’t always bear fruit, but
accomplishments like the Echo prove that innovation can yield
impressive results for E-commerce companies.

2. Customer service: Because of the commitment to world class

customer services, Amazon has developed a range of helpful tools users
can employ to track packages and quickly return or exchange ordered
items, bringing simplicity and convenience to their online shopping
experiences.

3. Execution: Amazon gets everything right when executing customer

orders. They select products and services that customers want and need
and leverage distribution centers across the globe that allow them to
quickly ship products. Amazon has excellent vendor relationship that
allows them to offer customers discounted pricing.

4. Diversification: Starting off as an online book store, Amazon now

offers everything from soup to nuts. It now carries products in music,
books, electronics, health and beauty, automotive, grocery and clothing.
17
Business owners can contract with Amazon’s network of pros to get IT
support, furniture assembly and even A/V services. By diversifying its
offerings, Amazon is continuously driving reach and relevance.

5. Merging design with content: It’s no secret that long tail content is a
huge component of E-commerce SEO. Amazon uses lengthy product
pages. Taking any product page of Amazon it is also noticed that the long
tail doesn’t adversely affect its flow or UX.

6. An “In it to win it” Mindset: Jeff Bezo’s warning to investors that it

would be a long time before they would see a return. Back in 1997, he
told Magazine that Amazon would be unprofitable for a very long time.
His “in it to win it:” mindset kept the company pushing through new
strategies until 2003 when the company posted its first profit. No matter
how you look at it, Amazon has grown up from a little online bookstore
to an industry giant. Hence, Amazon created the industry for total
domination.

18
PRESENTATION OF DATA & ANALYSIS
On the basis of the answers received from the annexed questionnaire the
following analysis has been made.

Figure 1

Sales, Once in 1-2

months, 45%

Sales, Once in 3-6

months, 25%
Sales, Once in 7-12
months, 20%

Sales, More than a

month, 10%

The above Figure 1, line graph shows the frequency of visits by the number
of customers on how frequently do they shop through E-commerce online
websites

Most people visit E-commerce websites at least once in 2 months

19
Figure 2

Which is your most preferred E-commerce website?

10% Amazon

10%
Flipkart

Snapdeal

Others
80%
I do not use E-commerce
websites at all

From the above Figure 2 shows the analysis of consumer’s choice on

most preferred E-commerce websites:-

 80% of respondents prefer Amazon

 10% respondents prefer Flipkart
 10% respondents prefer Others
 While the remaining two did not opt for neither Snapdeal and nor
E-commerce websites

20
Figure 3

How frequently have you used the E-commerce website for getting
information before shopping at a physical store?

Sales, Often, 60%

Sales, Rarely, 30%

Sales, Always, 5% Sales, Never, 5%

The above figure 3, shows that how frequently have the customers used
E-commerce website for getting information before shopping at physical
store:

 5% of respondents have always used the E-commerce website

 60% of respondents often use the E-commerce website
 30% of respondents rarely use the E-commerce website
 Only 5% have never used the E-commerce website

21
Figure 4

All the product varieties that you generally prefer buying Online

Sales
Sales, Others, 5%,
4%

Sales, Personal
Products, 15%, 14% Sales, Clothing,
25%, 23% Clothing
Electronic gadgets
Personal Products

Sales, Electronic Others

gadgets, 65%, 59%

The above Figure 4 shows the preference of buying varieties of products

online:

 23% of the respondents prefer shopping clothes online.

 While 60% said that they prefer buying Electronic gadgets.
 The remaining said that they prefer buying Personal products and
others.

22
Figure 5

How was your first experience with Amazon?

50%

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
Excellent Good Average Bad

The above Figure 5 shows that:-

 50% of the respondents show that they have excellent first time
experience with Amazon
 While 30% said they have overall good experience.
 The remaining said that they have average and bad experience
while shopping for the first time with Amazon

23
Figure 6

Why do you prefer Amazon over its competitors?

Sales, All of the

above, 45%

Sales, Wide variety, Sales, Better Service

20% , 20%

Sales, Better quality,

10%
Sales, Price efficient,
5%

Above Figure 6, shows that when the respondents were asked that why
they prefer shopping on Amazon over other shopping sites.

 45% said that Amazon provided them all of the qualities mentioned
above
 20% said that Amazon provided them better and prompt service
 While another 20% among them said they get wide variety of
options on Amazon
 Another 10% said that they get better quality product
 While remaining 5% said that they get products in right place

24
Figure 7

Do you consider online shopping safe?

Sales, No, 1, 5%

Yes

No

Sales, Yes, 19, 95%

From the above Figure 7, it can be concluded that

 95% of the customers prefer online shopping safe

 While 5% among them are still conservative and avoid shopping
due to fear of quality of products and payment option.

25
Figure 8

Will you recommend Amazon to your friends and family members?

Sales, No, 2, 2%

Sales, Yes, 98, 98%

Yes No

From the above Figure 8 shows that:-

 98% among the respondents will recommend their friends and

family members to shop with Amazon
 While 2% among them said that they will not

26
Figure 9

Are you satisfied with Amazon?

Sales, No, 2, 2%

Yes No
Sales, Yes, 98, 98%

From the above Figure 9 shows how many respondents are satisfied with
Amazon, out of which:-

 98% are satisfied

 Remaining 2% are not satisfied

27
 FINDINGS

 90% of respondents feel safe while shopping online they have no fear
and have started shopping online while still 10% are still hesitated of
shopping online they are late majority type of customers who adopt the
technology and advancement in later stage.
 85% of respondents prefer online shopping as they get variety of
products of good quality at one place while remaining respondents feel
that they prefer shopping in stores where they get opportunity to
physically observe the products and then buy.
 80% of the respondents said that they have excellent first time
experience with Amazon while 15% said they have overall good and
remaining said that they have average experience while shopping first time
with Amazon
 More than majority of respondents had an amazing first experience
with the site and prefer Amazon over its competitors due to quick services,
wide variety safety reasons, cash on delivery facility, low prices.
 Respondents are satisfied by the business model of Amazon as it is a
very systematic organization
 More than 50% of the consumers feel that products of Amazon are
excellent quality, durable and worth the cost
 Amazon offers warranty for its goods, depending on the type of
product. Amazon is very punctual in delivery their goods on time but a very
small percentage of respondents have faced problems regarding the timely
delivery of goods.
 The respondents is very satisfied with the homogenous list and
options Amazon offers to its customers
28
 On a scale of 10, Amazon users have rated its behavior 6 points to 9.5
points depending on their personal experiences.
 Amazon users are not hesitant in recommending the site to any
friends and family members.

29
 RECOMMENDATIONS
 As still in India large segment of population is untapped regarding the
online shopping the available online shopping stores can widen their
market by getting into expansion strategies.
 There is also need to remove the fear in the minds of the customers
regarding the product quality, durability and Payments etc. In online
shopping
 Wide expansion of Internet facilities in rural areas can bring the more
customers for the online shopping site.
 Through prompt service, wide variety and easy accessibility even
consumers from the remote areas can be tapped
 As Indian consumers are much more cautious about shopping online as
compared to the West. They are reluctant to divulge credit card details.
The cash on delivery services has and will help a lot of traditional
consumers turn to online shopping.
 India’s E-commerce companies have far too often concentrated on the
bells instead of focusing on developing and customizing technology to
serve customer needs, so their need more customer centric approach.

30
 CONCLUSION

In conclusion, online shopping is the new mantra of this age and the
people of India are applying this in their lives to a great extend nowadays.
As we progress further, the growth rate of online marketing in our
country will leap to the stars. According to a research report “India’s
Internet base, is already the third highest in the world after China and
US, is growing by nearly 50% every year”. Hence the rise of online
shopping in the Indian subcontinent has been meteoric in the recent
years. The number of shopping websites has increased and so has the
total number of people who prefer shopping online.

At the end it can be said that Amazon has become the fate of online
business in India. The company is currently valued at around 2 Billion
dollars i.e 5000 crore. More importantly Amazon has ushered in the e-
commerce era in India. This has generated massive interest in e-
commerce sector; people are opening websites to sell anything from
shoes to apparels to jewels to baby care products etc. This has helped in
creating a lot of job opportunities and hence the Indian Inc. growth as
well.

31
 BIBILIOGRAPHY/REFRENCES

Information and data related to the project has been taken from the
sources below, special thanks to the editors for making the task easier:

1. www.sxccal.edu/msccs/ecommerce1.pdf

2. www.scribd.com/doc/172706499/QuesstionaireAmazon#scribd

3. www.euroasiapub.org/IJRIM/Mar17/7.pdf

4. www.surveymonkey.com/s/K2VVBZY

5. www.wikipedia.org/wiki/E-commerce

6. www.amazon.com/about-us

32
 QUESTIONNAIRE
I ISHIKA AGARWAL, a student pursuing Bachelor of Business
Administration from Bishop Cotton Women’s Christian College. As part
of my research project on “E-COMMERCE A BOON OR A CURSE, A CASE
STUDY ON AMAZON” I am conducting a survey about the success story
of Amazon and online shopping. I kindly request you to fill the
questionnaire given below. I assure your inputs will be taken for
academic purpose.

Name:
Age:
Gender:
College name:

QUESTIONNAIRE

1. How frequently do you shop through E-commerce websites?

a. More than a Month ( )
b. Once in 1-2 Months ( )
c. Once in 3-6 Months ( )
d. Once in 7-12 Months ( )

2. Which is your most preferred E-commerce website?

33
a. Amazon ( )
b. Flipkart ( )
c. Snapdeal ( )
d. Others ( )
e. I do not use E-commerce websites ( )

3. How frequently have you used the E-commerce website for

getting information before shopping at a physical store?
a. Always ( )
b. Often ( )
c. Rarely ( )
d. Never ( )

4. Tick all the product varieties that you generally prefer buying
online
a. Clothing ( )
b. Electronic Gadgets ( )
c. Personal Products ( )
d. Others ( )

34
5. How was your first experience with Amazon?
a. Excellent ( )
b. Average ( )
c. Good ( )
d. Bad ( )

6. Why do you prefer Amazon over its competitors?

a. Wide Variety ( )
b. Price Efficient ( )
c. Better Service ( )
d. Better Quality ( )
e. All of the above ( )

7. Do you consider online shopping safe?

a. Yes ( )
b. No ( )

35
8. Will you recommend Amazon to your friends and family
members?
a. Yes ( )
b. No ( )

9. Are you satisfied with Amazon?

a. Yes ( )
b. No ( )

36
 ANNEXURE-1A

SUPERVISOR’S CERTIFICATE

This is to certify that Ms. Ishika Agarwal a student of Bachelor of Business

Administration of Bishop Cotton Women’s Christian College under the
Bangalore Central University has worked under my supervision and
guidance for her Project Work and prepared a Project report with the title
E-commerce- A boon or a curse Amazon which she is submitting in her
genuine and original work to the best of my knowledge.

Name : Prof. Rebecca Theodore

Name of the college: Bishop Cotton Women’s Christian College

Designation :

Signature :

Place :

Date :

37
 ANNEXURE-1B
STUDENT’S DECLARATION

I hereby declare that the Project Work with the title E-Commerce A boon
or a curse, A case study on Amazon submitted by me for the partial
fulfillment of the degree of Bachelor Of Business Administration under
Bangalore Central University is my original work and has not been
submitted earlier to any other University for the fulfillment of the
requirement of any course of study.

I also declare that no chapter of this manuscript in whole or in part has

been incorporated in this report from any earlier work done by others or
by me. However, extracts of any literature which has been used for this
report has been duly acknowledged providing detailed of such literature
in the references.

Name : Ishika Agarwal

Registration No: B1815413

Signature :

Place :

Date :

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