Introduction:

Imagine a physical world where there are hundreds upon hundreds of

branches of the same store.
E-Commerce (doing the work of commerce electronically), has produced
business strategies that could never exist in the physical world. ECommerce is the future of the businesses of
21st Century.
E-Commerce is the purpose of Internet and the web to conduct business.
E-Commerce is the process of buying and selling of various products,
services and information by businesses through the Internet. It deals with
various kind of business concern, from retail site of the consumer, which
includes auction. The main focus is to concentrate on business substitutes
involving goods and services between various corporations as well as with
consumers. E-Commerce is having so many benefits. But it is having so
many quality issues also. Now the need arise to redefine the quality in the
applications of the web sites as well as the implementation issues that
become hurdle in E-Commerce business activities. E-Commerce web sites
are finding the solutions.
Statement of the problem:
Do they expect some quality issues to resolve to accept
Ecommerce or something more than that?
E-Commerce companies are facing big problems at the time of providing
products to customers online. The problem is not about the quality of the
products because for branded products there is no variation in products,
but the information is not reaching to the customers easily and whatever
information is available on the web sites of the companies that are not
satisfying the traditional product purchase habit of the customer. Now the
need arise to redefine the quality in the features of the web sites as well
as the implementation issues that become hurdle in E-Commerce business
activities.
Why E-Commerce is not able to create importance in the mind of
Indian people?

Firstly Indian people are habited for traditional buying, payment issues,
and fear of security issues. If they provide multi linguistic type of website
it may be advantage for company.
Whether Delivering Product on time is really impact on customer
satisfaction?
Time of delivery of a product to the customer is delaying sometimes. Now
its the time to find out the reasons and solutions for delay. Customer
needs the product in on time. Then only customer feels satisfaction about
the service.
Do they are facing problem on returning the product?
Whether they are facing problem on customer assistance?

Scope of the project:

1. The study of service quality in E-commerce it is limited to India and
in E-commerce I am studying only B2C
2. Sample collected from Bangalore only
Objectives of the Study:
1. To study the Quality issues in E-commerce business
2. Determining the major quality issues influencing the customer
satisfaction to ensure long term loyalty
3. Developing a service quality model which reduces the problems in
E-commerce.
Limitations:
1. Sample restricted because of time and data collected from Bangalore
only
2. Focus on big 3 E-commerce portals (Many fragmented small players
accounting for a miniscule business)
3. E-commerce is used by a heterogeneous group represent sample may
be concern.
4. This study may be useful for similar cities. It may not applicable to
semi urban and rural areas

Type of Research: Descriptive cross sectional design

Source of Data: Primary data and Secondary data
Technique of Data collection: Survey using a Questionnaires
Statistical tools used in Analysis: Correlation and Multiple Regression
Data Processing and Analysis: Using Minitab
Sample: Students, Employees, Housewives and business persons
Sample Size: 120
Analyzing the study using house of Quality model and I am using
RATER Methodology.
Chapters:
1. Introduction
Statement of the Problem
Objective of the Study
Scope of the Study
Literature View
Research Methodology
2. Industry Profile
3. Companies Profile
4. Data Analysis and Interpretation
5. Annexure
Literature review:

1. Approach to Improve Quality of E-Commerce

International Journal of Recent Technology and Engineering (IJRTE)
ISSN: 2277-3878, Volume-1, Issue-5, November 2012

Satish R. Billewar, D. Henry Babu

In this they discussed the E-commerce quality issues:
Types of E-Commerce:
There are five basic types of E-Commerce:
1. B2C - Business to Consumer
2. B2B Business to Business
3. C2C - Consumer to Consumer
4. B2E - Business to Employee
5. C2B Consumer to Business

2. Trust and Quality Assurance

in Business-To-Consumer Electronic Commerce:
Enhancing Consumer Acceptance and Participation
Dat-Dao Nguyen , Glen L. Gray
Department of Accounting and Management Information Systems
California State University, Northridge CA 91330, USA
Dennis S. Kira
Department of Decision Sciences and Management Information Systems
Concordia University, Montreal H3G 1M8, Canada
Online users are receptive to buying a variety of products over the Internet but often do not
do so because of security fears. Reported that 91% of their survey sample said they would not

provide information about their income, 85% would not provide their credit card number
when shopping online, 74% were unwilling to provide their phone number, and 67% were
unwilling to provide their address.
3.
the extent to
which a website facilitates efficient and effective shopping, purchasing and delivery of
products and services
5. Customer Loyalty of Amazon
--how to build a long lasting relationship?

6. Customer perceptions of e-service

Quality in online shopping
Gwo-Guang Lee

Department of Information Management, National Taiwan University of

Science and Technology, Taipei, Taiwan

Hsiu-Fen Lin

Department of Information Management, St. Johns and St. Marys Institute of

Technology, Taipei, Taiwan

7. E-COMMERCE IN INDIA- A REVIEW

ABHIJIT MITRA
LECTURER, DEPARTMENT OF COMMERCE,
BHAIRAB GANGULY COLLEGE, BELGHARIA, KOLKATA- 700056,

8. FUTURE OF E-COMMERCE IN INDIA

*Nisha Chanana, **Sangeeta Goele
*Research Scholar, University School of Management, Kurukshetra University, Kurukshetra
**Research Scholar, University School of Management, Kurukshetra University
nishachanana@gmail.com, sangeetagoele04@gmail.com