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CONSUMER
PERCEPTION
TOWARDS ONLINE
SHOPPING
SUBMITTED IN PARTIAL
FULFILLMENT FOR THE
AWARD OF THE DEGREE
OF BACHELOR OF
BUSINESS
ADMINISTRATION 2014-17
UNDER THE GUIDANCE OF
PRAKRITI KUMAR
Roll no: 04514701714 BBA 3rd
SEM, (A)
MAHARAJA AGRASEN
INSTITUTE OF
MANAGEMENT STUDIES
Affiliated to Guru Gobind Singh
Indraprastha University, Delhi
PSP Area,
Plot No. 1, Sector-22, Rohini,
Delhi-110086
STUDENT UNDERTAKING
kumar
i n partial
Perception
Towards
Online
degree
of
Bachelor
Of
Business
ACKNOWLEDGMENT
Executive Summary
Considerable
numbers
of
activity.
Widespread
and
than
in
the
traditional
one.
Index
Table of CONTENTS
Student declaration
Certificate from Guide
Acknowledgement
Executive Summary
Chapter Scheme
CHAPTER- 1
Purpose of the
study
Research
Objectives of the study
Research
Methodology of the study
Research Design
Data Collection
1.3.3 Limitation
CHAPTER -2
About the Organization / Company Profile
CHAPTER -3
Findings and AnalysisCHAPTER -4
Suggestions
CHAPTER -5
Conclusion and Limitation
Bibliography
CHAPTER- 1
INTRODUCTIO
N
awareness
perception
of
online
shopping in India.
Impact of advertising on
online shopping.
To
study
sales
To find
out
influence
Satisfaction
level
at
more
Internet
users
than
covers
35
and
25
lakhs
respectively.
Market studies
We launched this fact-finding market study on
29 April 2006, under section 5 of the
Enterprise Act 2002. Market studies2 are a tool
to help identify and address all aspects of market
failure, from competition issues to consumer
detriment
and
the
effect
of
government
important
implications
for
the
protection of shoppers.
The regulatory framework is also fast changing,
with new developments such as the
Consumer Protection from Unfair Trading
Regulations (CPRs), which from 2008 could
have important implications for buyer protection
online as well as offline. It was also timely for
us to look at internet shopping, because our
Much
attention
is
increasingly
paid
to
products,
food
standards,
communications, broadcasting).
We also excluded the provision of auxiliary
services, such as consumer credit.
In the time available, we focused on consumer
protection issues while remaining aware that
could
not
be
addressed
under
the
1.3
RESEARCH METHODOLOGY
Need
The need of this research is to identify and get
insight into what main factors the online
consumer takes into consideration when most he
buy products on internet what affects their
shopping behaviour, basic need of this research
is to find out what are the main factors affect the
online consumer when considering and making a
purchase over Internet.
Data Source
Market research requires two kinds of data, i.e.,
primary data and secondary data.
In dealing
To
study
the
online
influencing
To
study
online
the
factors
shoppers
and
consumers
To
examine
whether
1.3.1
Scope of the Study and Methodology
Scope of the study
At any given time there are millions of people
online and each of them is a potential customer
for a company providing online sales. Due to the
rapid
development
of
the
technologies
Research Methodology
Data for this study was collected by means of a
Survey conducted in the College. The sample
size was 100. .The Questionnaire (shown in
Annexure) was used mainly to test the model
proposed for Attitude towards online shopping.
The type of research was both exploratory as
Research Strategy
When collecting data to approach the purpose of
a research there are two ways in which the data
can be collected. In order to acquire a General
knowledge about the topic, secondary data is
primarily used and is one of the ways by which
data can be collected. The second way to collect
data is the primary data collection. Usually when
a study is
Conducted, secondary data is not sufficient
enough and needs to be completed with
primary data which is collected by the
research.
Online
Consumer
Segments,
Sample Design
The factors that we intended to examine can
be
applied
to
and investigated
at
any
size
respondents
should
and
we
contain
collected
over
100
answers
has
interviews
to
recognise
have
that
limitations
unstructured
such
as
the
attitudes,
culture,
social
by
the
only
one
mean
of
and
procedures,
or
in
the
CHAPTER- 2
ABOUT ONLINE
SHOPPING
is
sent
to
the
merchant.
The
to
use
for transactions
that
are
or services
at a bricks-and-
shopping
of electronic commerce
is
used
type
for business-to-
Background
The scale and growth of internet shopping is
impressive. In 2005, the most recent year for
which reliable figures are available, sales to
households were over 21bn a fourfold
increase during the previous three years. It is
benefiting millions of people and thousands of
know
their
obligations
to
their
consumers
from
exercising
their
separate
issues,
such
as
general
channels,
and
that
the
types
of
on
resolving
communication
between
problems.
Better
the
parties
main
regulations
additional
rights
giving
online
shoppers
derive
from
European
Directives.
These laws appear broadly fit for purpose at
present. We did, however, identify a number of
areas where they may need to be revised to take
account of how internet shopping is evolving.
We have brought these to the attention of the
European Commission, who are currently
reviewing how they might need to be improved.
We also looked at the role of the key regulations
as they relate to online auctions. These rapidly
growing electronic marketplaces are a valuable
development,
with
millions
of
successful
research
suggested
that
enforcement
also
considered
the
enforcement
internet
purchases
are
from
online
shoppers
seem
to
gain
understandable,
given
the
relatively
protections
remains
weak,
despite
for
their
protection
online,
Shoppers
need
to
search
effectively
The internet has enabled businesses to establish
a new means of selling by setting up their own
websites, and adopting new business models to
widen their reach. However, the vast range of
retailers and offers available to shoppers can
make it hard for them to locate and differentiate
between competitors. We identified some large
differences in prices being charged for similar
goods online for instance, by an average of 30
and
price
comparators
can
help
businesses
and
consumers.
Many
services,
but
no
single
overall
online
shoppers
and
are
warranted,
businesses
take
provided
sensible
as
well
as
the
relevance
and
www.fabmart.com
www.skumars.com
www.indiagifts.com
www.indiastores.com
www.indbazaar.com
www.indiashop.com
www.malamall.com
www.chennaibazaar.com
www.futurebazaar.com
www.indianpurchase.com
www.buy.com
www.ebay.com
www.americangreetings.com
www.amazon.com
www.mypoints.com
www.egreetings.com
www.coolsavings.com
www.bargainsbazaar.com
www.rediffshopping.com
worldwide
online
providers
of
additionally
website
The
Rediff.com
consists
of
India
information,
channels
business, movies,
several
include
cricket/sports
other
topics
interest.Rediff.com
offers
the
news,
and
of
additionally
Indian
American
Founded
is
in
1996,
headquartered
in
Business:
This channel covers the happenings of corporate
India, stock market quotes and analysis, regular
columns and feature stories, as well as personal
portfolio tracker.
Movies and Entertainment:
For latest news and trends from Bollywood and
Hollywood. Box office information, regular
columns, feature stories, interviews with movie
personalities, movie reviews and slide shows.
Sports and Cricket:
Provides coverage of Indian and global sporting
news. There is in-depth coverage of cricket news
from India and around the globe, with statistics,
scores and schedules, regular columns, feature
stories and interviews.
Community Features and ProductsA key focus for Rediff.com is using world-class
technology
to
Through
drive
community
single
login
building.
facility,
is
one
of
the
features
more
than
16
product
categories
E-COMMERCE
Rediff Shopping
It is an online marketplace where users can
purchase products and services from various
merchants. Users can avail of a variety of
payment options such as Cash on delivery
(COD), Internet banking, credit card and
cheques.
Rediff Auctions
Is an e-commerce platform, which enables
sellers to sell their products at dynamic prices,
based on supply and demand. This gives buyers
a chance to buy their desired products at
competitive prices.
Rediff Books
is one of the biggest online book stores offering
users the biggest catalogue of books. Users can
choose from over 2 million books or search for
books from over 4000.
business
houses
with
multiple
Led
by
its
flagship
enterprise,
Future
Group.
The
company
was
20,000 products.
dedicated
Customer
Always offering
Manufacturers
as opposed to Sellers
guarantee
guarantee, which
benefit
leveraging
the
sourcing
unbelievable
prices
to
its
customers.
Unmatched Selection of Products and Brands
We have more than 20,000 products
which create the flexibility to offer a large range
of choices to
customers.
We
also
have
We
pride
ourselves
in
having
ensuring
We
that
no
are
committed
payment
to
misuse
USAArea
Industry-Retail
served-Worldwide
(Amazon.com,
A9.com)
Amazon.com, Inc.
( NASDAQ:AMZN) is an American electronic
commerce (e-commerce) company in Seattle,
Washington. It is America's largest online, with
nearly three times the internet sales revenue of
runner up Staples, Inc. Jeff Bezos founded
Amazon.com, Inc. in 1994 and launched it
online in 1995. It started as an on-line bookstore
in
as
an
online
bookstore
named
growth
provoked
stockholder
Amazon
has
steadily
and
DVDs,
software,
baby products,
sporting
apparel,
goods,
gourmet
The
company
launched
service,
in
March
industry
pioneer eBay's
growth.
Amazon
juggernaut
Auctions
was
partnership
called
of
products
registered
for
CHAPTER -3
FINDINGS AND
ANALYSIS
DATA ANALYSIS
AND
INTERPRETATION
Q1. TO KNOW THE AGE OF THE
RESPONDENTS?
Age
No of respondent
15-20
% of respondents
31
31
20-25
48
48
25-30
14
30 and above 7
14
7
Figure 1
INTERPRETATION
The above diagram shows us the percentage in
the age of respondents. As it shows that from
age 15-20 the number of respondents are 31 %
and from age of 20-25 it is 48 % and from 25-30
it is 14% this is the above data which is shown
by the this pie chart.
Respondent
Male
86
Female
14
Figure 2
INTERPRETATION
As our respondents are mostly from the hostel of
College and the campus of university itself, we
use to get more data from males as they were
ready to give their experiences, it this graph
itself is showing more percentage of males
rather than females, the percentage of male
respondents is 86% and percentage of female
respondents is only 14%.
Q3
TO
KNOW THE
DEMOGRAPHY
Respondent
rural
76
urban
24
Figure 3
INTERPRETATION
The above diagram is showing the percentage of
demography of respondents and what is the
percentage of respondents who lives in rural or
urban region, the above diagram is showing that
76% of the respondents are from urban areas and
24% of the respondents are from urban area.
No. Of Respondent
90
Professional
Govt. Employee
Self employed
Others
Figure 4
INTERPRETATION
This graph help us to know the occupation of the
respondents, this is to know that which segment
of people are buying more products on the
internet whether they are the segment of
students
government
employees
or
THEIR
OWN
INTERNET
CONNECTION?
Internet Connection
% respondents having internet connection
Yes
65
No
35
Figure 6
INTERPRETATION
This
graph
show
us
the
percentage
of
Q7
TO
KNOW
WHAT
MOTIVATES
Figure 9
INTERPRETATION
The above graphs gives result that most of time
people use to buy books25% but the margin with
other things is very less as music Cds have
percentage of 20 and mobile23%So this graph
shows us this useful data .
Q11
WHICH
OF
THE
FOLLOWING
online
advertisements.
And
they
Figure 13
INTERPRETATION
This diagram shows that mostly people uses
credit card to pay their payments 78%people use
to pay by credit/debit card and 5% through bank
transfer and 15% through PayPal and 2 from
PayPal.
Figure 14
INTERPRETATION
This graph shows that whether people faces any
problem while doing online shopping or not and
the result shows that 48% people says that they have
faced problem while buying online and 28%
people says that they dont face any problem and
14 says that we cant say.
FINDINGS
The three segments that were found show a
significant difference in the primary factor of
concern. The general distribution showed that
the factor price was the primary factor forth
entire population sample, and that second factor
was trust was closely followed by convenience
When we segmenting the respondents through
the different variables we found that segment
one were mainly trust oriented and the
respondents had a high positive attitude towards
purchasing books online. Other segment was
mainly price and convenience oriented therefore
took the most consideration to the opinions and
experiences of the Reference groups. As they
low disposable income and were somewhat
convenience
oriented
when
acquiring
CHAPTER -4
SUGGESTIONS
SUGGESTIONS
Online
portals
have
has
attracted
lot
of customers.
This has
resulted
have
also
about
online
always
shoppers
satisfied,
this
are
is
not
not
People
are
loyal
continued
products.
supply
of
quality
CHAPTER -5
CONCLUSION
& LIMITATION
CONCLUSION AND
LIMITATION
Conclusion
Online shopping is a different experience and
you can make the shopping creative over the
internet as you get used to it. There can be lot of
apprehensions about online shopping when you
get in to it for the first time.
As you experience more and more of it those
apprehensions
get
disappeared
slowly.
offline
awareness
because
towards
of
online
the
lack of
shopping
and
shopping
because
it
is
time
become
historic
and
research
people
is
still
relatively
small.
to
the
online
market,
says
RECOMMENDATIONS
As we came to know after researching on this
topic we recommend that, the online sellers have
to make their payment transparent, and as people
are coming on their sites and they are buying
their products, so retailers have to give more
discounts to their customers so that they can
visit again and again to their site, and it also
helps to make people more aware about the low
rick shopping of the net, and one more thing is
that there should be
Transaction of money is very slow they have to
make it fast so that customer dont have to
Face much problem to pay for the product, if
customer is going to face some problem heist
not going to visit our site and buy product
.Following implications should be followed
Discount prices
Fast transactions
Focus on customer
retailer
satisfaction
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Books:
Kotler, Philip; Keller, Kelvin Lane; Koshay,
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QUESTIONNAIRE
Q1. Name ___________________
Q2. Age
1) 15-20
2) 20-25
3) 25-30
4) 30 above
Q3. Gender
1) Male
2) Female
Q4. Address
1) Rural
2) Urban
Q5. What is your occupation?
a) Student
b) Professional
c) Govt.employed
d) Self Employed
e) Other
Q6. What is your monthly income?
a) Less than 10000
b) 10000 to 20000
c) 20000 to 30000
d) 30000 to 40000