TRAINING REPORT

A Study on ONLINE SHOPPING BEAHAVIOUR OF

CUSTOMERS With Reference to Gadget Analyst
India “GA+”

Submitted in partial fulfillment of the requirement for the award of degree of

Bachelor of Business Administration (Industry integrated)

Of

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

SESSION 2016-2019
SUBMITTED TO: SUBMITTED BY:-
Controller Of Examination Amit Singh Rajpoot
MD University, Rohtak BBA(Industry Integrated)
Roll No.:
Reg. No. 1611030366
 ACKNOWLEDGEMENT

This study would not have been possible without the cooperation of and generous help from a
number of people. While it may not be possible for me to express my gratitude to all of them
individually, I wish to place on my record my appreciation to them for all the help they
extended to me during the project report.

I wish to express my gratitude to Mr. Harish Verma who has extended her kind help,
guidance and suggestions without which it could not have been possible for me to complete
this project report.

Report was completed successfully because of the grace of the god and the blessings of my
parents.

(Amit Singh Rajpoot)

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 PREFACE

No professional curriculum is considered complete without work experience. Every

individual who is doing management studies has to undergo this phase of practical study
before he/she can consider himself/herself fully qualified as potential manager.

I got an opportunity to do the study of online shopping behaviour among students. I under
took the study in my BBA(II) 6rd Sem.

People affiliated with management studies have a different view on this aspect of
management that “classroom studies have nothing to do with practical work.” But during my
research I realized that a training report plays a crucial part as it prepares a MBA for the
impending responsibility that awaits him/her in the future. It integrates the theoretical aspects
with the practical life and helps in understanding business solutions in a better manner.

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 INDEX

CHAPTER CONTENT PAGE NO

1 INTRODUCTION 5-33

2 COMPANY PROFILE 34-42

3 REVIEW OF LITERATURE 43-52

4 RESEARCH METHODOLOGY 53-57

5 DATA ANALYSIS AND INTERPRETATION 58-68

6 FINDINGS AND CONCLUSION 69-79

ANNEXURES 80-87

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CHAPTER-1
INTRODUCTION

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 INTRODUCTION

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 2016, customers can
shop online using a range of different computers and devices, including desktop computers,
laptops, tablet computers and smart phones.

An online shop evokes the physical analogy of buying products or services at a regular
"bricks-and-mortar" retailer or shopping centre; the process is called business-to-consumer
(B2C) online shopping. When an online store is set up to enable businesses to buy from other
businesses, the process is called business-to-business (B2B) online shopping. A typical online
store enables the customer to browse the firm's range of products and services, view photos
or images of the products, along with information about the product specifications, features
and prices.

Online stores typically 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. For physical products (e.g., paperback books or clothes),
the e-tailer ships the products to the customer; for digital products, such as digital audio files
of songs or software, the e-tailer typically sends the file to the customer over the Internet. The
largest of these online retailing corporations are Alibaba, Amazon.com, and eBay.

Terminology...

Alternative names for the activity are "e-tailing", a shortened form of "electronic retail" or "e-
shopping", a shortened form of "electronic shopping". An online store may also be called an
e-web-store, e-shop, e-store, Internet shop, web-shop, web-store, online store, online
storefront and virtual store. Mobile commerce (or m-commerce) describes purchasing from
an online retailer's mobile device-optimized website or software application ("app"). These
websites or apps are designed to enable customers to browse through companies' products
and services on tablet computers and smart phones.

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History of Online Shopping:

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 fuelled the growth of online
shopping. Researchers found that having products that are appropriate for e-commerce was a
key indicator of Internet success. Many of these products did well as they are generic
products which shoppers didn't need to touch and feel in order to buy. But also importantly in
the early days there were few shoppers online and they were from a narrow segment: affluent,
male, 30+. Online shopping has come along way since these early days and -in the UK-
accounts for significant percents (depending on product category as percentages can vary).

Growth in Online Shoppers:

As the revenues from online sales continued to grow significantly researchers identified
different types of online shoppers, Rohm & Swaninathan identified four categories and
named them "convenience shoppers, variety seekers, balanced buyers, and store-oriented
shoppers". They focused on shopping motivations and found that the variety of products
available and the perceived convenience of the buying online experience were significant
motivating factors. This was different for offline shoppers, who were more motivated by time
saving and recreational motives.

English entrepreneur Michael Aldrich was a pioneer of online shopping in 1979. His system
connected a modified domestic TV to a real-time transaction processing computer via a
domestic telephone line. He believed that videotex, the modified domestic TV technology
with a simple menu-driven human–computer interface, was a 'new, universally applicable,
participative communication medium — the first since the invention of the telephone.' This
enabled 'closed' corporate information systems to be opened to 'outside' correspondents not
just for transaction processing but also for e-messaging and information retrieval and
dissemination, later known as e-business. His definition of the new mass communications
medium as 'participative' [interactive, many-to-many] was fundamentally different from the
traditional definitions of mass communication and mass media and a precursor to the social
networking on the Internet 25 years later. In March 1980 he launched Redifon's Office
Revolution, which allowed consumers, customers, agents, distributors, suppliers and service
companies to be connected on-line to the corporate systems and allow business transactions

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to be completed electronically in real-time. During the 1980s he designed, manufactured,
sold, installed, maintained and supported many online shopping systems, using videotex
technology. These systems which also provided voice response and handprint processing pre-
date the Internet and the World Wide Web, the IBM PC, and Microsoft MS-DOS, and were
installed mainly in the UK by large corporations.

The first World Wide Web server and browser, created by Tim Berners-Lee in 1990, opened
for commercial use in 1991. Thereafter, subsequent technological innovations emerged in
1994: online banking, the opening of an online pizza shop by Pizza Hut, Netscape's SSL v2
encryption standard for secure data transfer, and Intershop's first online shopping system. The
first secure retail transaction over the Web was either by Net Market or Internet Shopping
Network in 1994. Immediately after, Amazon.com launched its online shopping site in 1995
and eBay was also introduced in 1995. Alibaba's sites Taobao and Tmall were launched in
2003 and 2008, respectively. Retailers are increasingly selling goods and services prior to
availability through "pretail" for testing, building, and managing demand.

International statistics:

Statistics show that in 2012, Asia-Pacific increased their international sales over 30% giving
them over $433 billion in revenue. That is a $69 billion difference between the U.S. revenue
of $364.66 billion. It is estimated that Asia-Pacific will increase by another 30% in the year
2013 putting them ahead by more than one-third of all global ecommerce sales. The largest
online shopping day in the world is Singles Day, with sales just in Alibaba's sites at US$9.3
billion in 2014.

Customers:

Online customers must have access to the Internet and a valid method of payment in order to
complete a transaction. Generally, higher levels of education and personal income correspond
to more favourable perceptions of shopping online. Increased exposure to technology also
increases the probability of developing favourable attitudes towards new shopping channels.
In a December 2011 study, Equation Research surveyed 1,500 online shoppers and found that
87% of tablet owners made online transactions with their tablet devices during the early
Christmas shopping season.

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Product selection:

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. Once a particular
product has been found on the website of the seller, most online retailers use shopping cart
software to allow the consumer to accumulate multiple items and to adjust quantities, like
filling a physical shopping cart or basket in a conventional store. A "checkout" process
follows (continuing the physical-store analogy) in which payment and delivery information is
collected, if necessary. Some stores allow consumers to sign up for a permanent online
account so that some or all of this information only needs to be entered once. The consumer
often receives an e-mail confirmation once the transaction is complete. Less sophisticated
stores may rely on consumers to phone or e-mail their orders (although full credit card
numbers, expiry date, and Card Security Code, or bank account and routing number should
not be accepted by e-mail, for reasons of security).

Payment:

Online shoppers commonly use a credit card or a PayPal account in order to make payments.
However, some systems enable users to create accounts and pay by alternative means, such
as:

 Billing to mobile phones and landlines

 Cash on delivery (C.O.D.)
 Cheque/ Check
 Debit card
 Direct debit in some countries
 Electronic money of various types
 Gift cards
 Postal money order
 Wire transfer/delivery on payment
 Invoice, especially popular in some markets/countries, such as Switzerland
 Bitcoin or other cryptocurrencies

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Some online shops will not accept international credit cards. Some require both the
purchaser's billing and shipping address to be in the same country as the online shop's base of
operation. Other online shops allow customers from any country to send gifts anywhere. The
financial part of a transaction may be processed in real time (e.g. letting the consumer know
their credit card was declined before they log off), or may be done later as part of the
fulfilment process.

Product delivery:

Once a payment has been accepted, the goods or services can be delivered in the following
ways. For physical items:

 Shipping: The product is shipped to a customer-designated address. Retail package

delivery is typically done by the public postal system or a retail courier such as
FedEx, UPS, DHL, or TNT.
 Drop shipping: The order is passed to the manufacturer or third-party distributor, who
then ships the item directly to the consumer, bypassing the retailer's physical location
to save time, money, and space.
 In-store pick-up: The customer selects a local store using a locator software and picks
up the delivered product at the selected location. This is the method often used in the
bricks and clicks business model.

For digital items or tickets:

 Downloading/Digital distribution: The method often used for digital media products
such as software, music, movies, or images.
 Printing out, provision of a code for, or e-mailing of such items as admission tickets
and scrip (e.g., gift certificates and coupons). The tickets, codes, or coupons may be
redeemed at the appropriate physical or online premises and their content reviewed to
verify their eligibility (e.g., assurances that the right of admission or use is redeemed
at the correct time and place, for the correct dollar amount, and for the correct number
of uses).
 Will call, COBO (in Care Of Box Office), or "at the door" pickup: The patron picks
up pre-purchased tickets for an event, such as a play, sporting event, or concert, either
just before the event or in advance. With the onset of the Internet and e-commerce

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 sites, which allow customers to buy tickets online, the popularity of this service has
increased.

Shopping cart systems:

Simple shopping cart systems allow the off-line administration of products and categories.
The shop is then generated as HTML files and graphics that can be uploaded to a web space.
The systems do not use an online database. A high-end solution can be bought or rented as a
stand-alone program or as an addition to an enterprise resource planning program. It is
usually installed on the company's web server and may integrate into the existing supply
chain so that ordering, payment, delivery, accounting and warehousing can be automated to a
large extent. Other solutions allow the user to register and create an online shop on a portal
that hosts multiple shops simultaneously from one back office. Examples are Big Commerce,
Shopify and FlickRocket. Open source shopping cart packages include advanced platforms
such as Interchange, and off-the-shelf solutions such as Magento, osCommerce, Shopgate,
PrestaShop, and Zen Cart. Commercial systems can also be tailored so the shop does not have
to be created from scratch. By using an existing framework, software modules for various
functionalities required by a web shop can be adapted and combined.

Design:

Customers are attracted to online shopping not only because of high levels of convenience,
but also because of broader selections, competitive pricing, and greater access to information.
Business organizations seek to offer online shopping not only because it is of much lower
cost compared to bricks and mortar stores, but also because it offers access to a worldwide
market, increases customer value, and builds sustainable capabilities.

Information load:

Designers of online shops are concerned with the effects of information load. Information
load is a product of the spatial and temporal arrangements of stimuli in the web store.
Compared with conventional retail shopping, the information environment of virtual
shopping is enhanced by providing additional product information such as comparative
products and services, as well as various alternatives and attributes of each alternative, etc.
Two major dimensions of information load are complexity and novelty. Complexity refers to

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the number of different elements or features of a site, often the result of increased information
diversity. Novelty involves the unexpected, suppressed, new, or unfamiliar aspects of the site.
The novelty dimension may keep consumers exploring a shopping site, whereas the
complexity dimension may induce impulse purchases.

Consumer needs and expectations:

According to the output of a research report by Western Michigan University published in

2005, an e-commerce website does not have to be good looking with listing on a lot of search
engines. It must build relationships with customers to make money. The report also suggests
that a website must leave a positive impression on the customers, giving them a reason to
come back.

Dyn, an Internet performance management company conducted a survey on more than 1400
consumers across 11 countries in North America, Europe, Middle-East and Asia and the
results of the survey are as follows:

 Online retailers must improve the website speed

 Online retailers must ease consumers fear around security

These concerns majorly affect the decisions of almost two thirds of the consumers.

User interface:

The most important factors determining whether customers return to a website are ease of use
and the presence of user-friendly features. Usability testing is important for finding problems
and improvements in a web site. Methods for evaluating usability include heuristic
evaluation, cognitive walkthrough, and user testing. Each technique has its own
characteristics and emphasizes different aspects of the user experience.

Market share:

E-commerce business-to-consumer product sales totalled $142.5 billion, representing about

8% of retail product sales in the United States. The $26 billion worth of clothes sold online
represented about 13% of the domestic market, and with 72% of women looking online for
apparel, it has become one of the most popular cross-shopping (browsing in person then

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buying online) categories. Forrester Research estimates that the United States online retail
industry will be worth $279 billion in 2015.The popularity of online shopping continues to
erode sales of conventional retailers. For example, Best Buy, the largest retailer of electronics
in the U.S. in August 2014 reported its tenth consecutive quarterly dip in sales, citing an
increasing shift by consumers to online shopping. There were 242 million people shopping
online in China in 2012. For developing countries and low-income households in developed
countries, adoption of e-commerce in place of or in addition to conventional methods is
limited by a lack of affordable Internet access.

Product suitability:

Many successful purely virtual companies deal with digital products, (including information
storage, retrieval, and modification), music, movies, office supplies, education,
communication, software, photography, and financial transactions. Other successful
marketers use drop shipping or affiliate marketing techniques to facilitate transactions of
tangible goods without maintaining real inventory. Some non-digital products have been
more successful than others for online stores. Profitable items often have a high value-to-
weight ratio, they may involve embarrassing purchases, they may typically go to people in
remote locations, and they may have shut-ins as their typical purchasers. Items which can fit
in a standard mailbox—such as music CDs, DVDs and books—are particularly suitable for a
virtual marketer.

Products such as spare parts, both for consumer items like washing machines and for
industrial equipment like centrifugal pumps, also seem good candidates for selling online.
Retailers often need to order spare parts specially, since they typically do not stock them at
consumer outlets—in such cases, e-commerce solutions in spares do not compete with retail
stores, only with other ordering systems. A factor for success in this niche can consist of
providing customers with exact, reliable information about which part number their particular
version of a product needs, for example by providing parts lists keyed by serial number.
Products less suitable for e-commerce include products that have a low value-to-weight ratio,
products that have a smell, taste, or touch component, products that need trial fittings—most
notably clothing—and products where colour integrity appears important. Nonetheless, some
web sites have had success delivering groceries and clothing sold through the internet is big
business in the U.S.

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Aggregation:

High-volume websites, such as Yahoo!, Amazon.com, and eBay, offer hosting services for
online stores to all size retailers. These stores are presented within an integrated navigation
framework, sometimes known as virtual shopping malls or online marketplaces.

Impact of reviews on consumer behaviour:

One of the great benefits of online shopping is the ability to read product reviews, written
either by experts or fellow online shoppers. The Nielsen Company conducted a survey in
March 2010 and polled more than 27,000 Internet users in 55 markets from the Asia-Pacific,
Europe, Middle East, North America, and South America to look at questions such as "How
do consumers shop online?", "What do they intend to buy?", "How do they use various online
shopping web pages?", and the impact of social media and other factors that come into play
when consumers are trying to decide how to spend their money on which product or service.
According to the research, reviews on electronics (57%) such as DVD players, cell phones, or
PlayStations, and so on, reviews on cars (45%), and reviews on software (37%) play an
important role in influencing consumers who tend to make purchases online. Furthermore,
40% of online shoppers indicate that they would not even buy electronics without consulting
online reviews first.

In addition to online reviews, peer recommendations on online shopping pages or social

media websites play a key role for online shoppers when they are researching future
purchases.90% of all purchases made are influenced by social media. Each day, over two
million buyers are shopping online for jewellery.

Online shopping has become a popular shopping method ever since the internet has declared
a takeover. There are many individuals that are looking for other amazing alternatives
shopping and online shipping is just the fix for that.
There are many advantages of online shopping; this is the reason why online stores are a
booming business today. Online shopping includes buying clothes, gadgets, shoes,
appliances, or even daily groceries.

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Advantages of Online Shopping:

 Save Time – Do you have the specific list that you want to buy? With just a couple of
clicks of the mouse, you can purchase your shopping orders and instantly move to
other important things, which can save time.

 Save Fuel – The market of fuel industries battles from increasing and decreasing its
cost every now and again, but no matter how much the cost of fuel are it does not
affect your shopping errands. One of the advantages of shopping online is that there is
no need for vehicles, so no purchase of fuel necessary.

 Save Energy – Admit it, it is tiresome to shop from one location and transfer to
another location. What is worse is that there are no available stocks for the
merchandise you want to buy. In online shopping, you do not need to waste your
precious energy when buying.

 Comparison of Prices – The advanced innovation of search engine allows you to

easily check prices and compare with just a few clicks. It is very straightforward to
conduct price comparisons from one online shopping website to another. This gives
you the freedom to determine which online store offers the most affordable item you
are going to buy.

 24/7 Availability – Online shopping stores are open round the clock of 24/7, 7 days a
week and 365 days. It is very rare to find any conventional retail stores that are open
24/7. The availability of online stores give you the freedom to shop at your own pace
and convenience.

 Hate Waiting in Lines – When buying items online, there are no long lines you have
to endure, just to buy your merchandise. The idea of shopping online is cutting down
those bad habits of standing in a long line and just waiting. Every online store is
designed with unique individual ordering features to purchase the item.

 Too Ashamed to Buy – There are times that you want to purchase something out of
the ordinary that can be a bit embarrassing when seen by other people. Items like
weird ornaments, sexy lingerie, adult toys, etc. In online shopping, you do not need to
be ashamed; your online transactions are basically done privately.

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 Easy to Search Merchandise You Want to Buy – You are able to look for specific
merchandise that includes model number, style, size, and color that you want to
purchase. In addition, it is easy to determine whether the products are available or out
of stock.

 Convenience - Online stores are usually available 24 hours a day, and many
consumers in Western countries have Internet access both at work and at home. Other
establishments such as Internet cafes, community centers and schools provide internet
access as well. In contrast, visiting a conventional retail store requires travel or
commuting and costs such as gas, parking, or bus tickets, and must typically take
place during business hours. In the event of a problem with the item (e.g., the product
was not what the consumer ordered or the product was not satisfactory), consumers
are concerned with the ease of returning an item in exchange for the correct product
or a refund. Consumers may need to contact the retailer, visit the post office and pay
return shipping, and then wait for a replacement or refund. Some online companies
have more generous return policies to compensate for the traditional advantage of
physical stores. For example, the online shoe retailer Zappos.com includes labels for
free return shipping, and does not charge a restocking fee, even for returns which are
not the result of merchant error. (Note: In the United Kingdom, online shops are
prohibited from charging a restocking fee if the consumer cancels their order in
accordance with the Consumer Protection (Distance Selling) Act 2000).

 Information and reviews - Online stores must describe products for sale with text,
photos, and multimedia files, whereas in a physical retail store, the actual product and
the manufacturer's packaging will be available for direct inspection (which might
involve a test drive, fitting, or other experimentation). Some online stores provide or
link to supplemental product information, such as instructions, safety procedures,
demonstrations, or manufacturer specifications. Some provide background
information, advice, or how-to guides designed to help consumers decide which
product to buy. Some stores even allow customers to comment or rate their items.
There are also dedicated review sites that host user reviews for different products.
Reviews and even some blogs give customers the option of shopping for cheaper
purchases from all over the world without having to depend on local retailers. In a
conventional retail store, clerks are generally available to answer questions. Some

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 online stores have real-time chat features, but most rely on e-mails or phone calls to
handle customer questions. Even if an online store is open 24 hours a day, seven days
a week, the customer service team may only be available during regular business
hours.
 Price and selection - One advantage of shopping online is being able to quickly seek
out deals for items or services provided by many different vendors (though some local
search engines do exist to help consumers locate products for sale in nearby stores).
Search engines, online price comparison services and discovery shopping engines can
be used to look up sellers of a particular product or service. Shipping costs (if
applicable) reduce the price advantage of online merchandise, though depending on
the jurisdiction, a lack of sales tax may compensate for this. Shipping a small number
of items, especially from another country, is much more expensive than making the
larger shipments bricks-and-mortar retailers order. Some retailers (especially those
selling small, high-value items like electronics) offer free shipping on sufficiently
large orders. Another major advantage for retailers is the ability to rapidly switch
suppliers and vendors without disrupting users' shopping experience.

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Disadvantages of Online Shopping:
If there are advantages, most likely there will be disadvantages. Despite the success of
purchasing through online shopping stores, there are still some disadvantages that most
people complain about. These include:

 Personally Check the Item – If you are one of those shoppers who want to touch,
see, and test the product personally, at online shopping, you are not able to do so.
Online stores are only showing product description and photos of the merchandise,
which can be a disadvantage for many online shoppers.

 Diminished Instant Satisfaction – Unlike buying at retail stores, you are able to use
the product instantly after you buy it, which can be satisfying. However, online
shopping requires patience to wait for the item to arrive at your door step about 2 to 3
days or even longer depending on the location you've ordered it from.

 Fraud and security concerns - Given the lack of ability to inspect merchandise
before purchase, consumers are at higher risk of fraud than face-to-face transactions.
When ordering merchandise online, the item may not work properly, it may have
defects, or it might not be the same item pictured in the online photo. Merchants also
risk fraudulent purchases if customers are using stolen credit cards or fraudulent
repudiation of the online purchase. However, merchants face less risk from physical
theft by using a warehouse instead of a retail storefront. Secure Sockets Layer (SSL)
encryption has generally solved the problem of credit card numbers being intercepted
in transit between the consumer and the merchant. However, one must still trust the
merchant (and employees) not to use the credit card information subsequently for
their own purchases, and not to pass the information to others. Also, hackers might
break into a merchant's web site and steal names, addresses and credit card numbers,
although the Payment Card Industry Data Security Standard is intended to minimize
the impact of such breaches. Identity theft is still a concern for consumers. A number
of high-profile break-ins in the 2000s have prompted some U.S. states to require
disclosure to consumers when this happens. Computer security has thus become a
major concern for merchants and e-commerce service providers, who deploy
countermeasures such as firewalls and anti-virus software to protect their networks.
Phishing is another danger, where consumers are fooled into thinking they are dealing
with a reputable retailer, when they have actually been manipulated into feeding

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 private information to a system operated by a malicious party. Denial of service
attacks are a minor risk for merchants, as are server and network outages.

Quality seals can be placed on the Shop web page if it has undergone an independent
assessment and meets all requirements of the company issuing the seal. The purpose of these
seals is to increase the confidence of online shoppers. However, the existence of many
different seals, or seals unfamiliar to consumers, may foil this effort to a certain extent.

A number of resources offer advice on how consumers can protect themselves when using
online retailer services. These include:

 Sticking with well-known stores, or attempting to find independent consumer reviews

of their experiences; also ensuring that there is comprehensive contact information on
the website before using the service, and noting if the retailer has enrolled in industry
oversight programs such as a trust mark or a trust seal.
 Before buying from a new company, evaluating the website by considering issues
such as: the professionalism and user-friendliness of the site; whether or not the
company lists a telephone number and/or street address along with e-contact
information; whether a fair and reasonable refund and return policy is clearly stated;
and whether there are hidden price inflators, such as excessive shipping and handling
charges.
 Ensuring that the retailer has an acceptable privacy policy posted. For example, note
if the retailer does not explicitly state that it will not share private information with
others without consent.
 Ensuring that the vendor address is protected with SSL (see above) when entering
credit card information. If it does the address on the credit card information entry
screen will start with "HTTPS".
 Using strong passwords which do not contain personal information such as the user's
name or birthdate. Another option is a "pass phrase," which might be something along
the lines: "I shop 4 good a buy!!" This are difficult to hack, since they do not consist
of words found in a dictionary, and provides a variety of upper, lower, and special
characters. These passwords can be site specific and may be easy to remember.

Although the benefits of online shopping are considerable, when the process goes poorly it
can create a thorny situation. A few problems that shoppers potentially face include identity

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theft, faulty products, and the accumulation of spyware. If users are required to put in their
credit card information and billing/shipping address and the website is not secure, customer
information can be accessible to anyone who knows how to obtain it. Most large online
corporations are inventing new ways to make fraud more difficult. However, criminals are
constantly responding to these developments with new ways to manipulate the system. Even
though online retailers are making efforts to protect consumer information, it is a constant
fight to maintain the lead. It is advisable to be aware of the most current technology and
scams to protect consumer identity and finances. Product delivery is also a main concern of
online shopping. Most companies offer shipping insurance in case the product is lost or
damaged. Some shipping companies will offer refunds or compensation for the damage, but
this is up to their discretion.

 Lack of full cost disclosure - The lack of full cost disclosure may also be
problematic. While it may be easy to compare the base price of an item online, it may
not be easy to see the total cost up front. Additional fees such as shipping are often
not be visible until the final step in the checkout process. The problem is especially
evident with cross-border purchases, where the cost indicated at the final checkout
screen may not include additional fees that must be paid upon delivery such as duties
and brokerage. Some services such as the Canadian-based Wishabi attempts to
include estimates of these additional costs, but nevertheless, the lack of general full
cost disclosure remains a concern.
 Privacy - Privacy of personal information is a significant issue for some consumers.
Many consumers wish to avoid spam and telemarketing which could result from
supplying contact information to an online merchant. In response, many merchants
promise to not use consumer information for these purposes, Many websites keep
track of consumer shopping habits in order to suggest items and other websites to
view. Brick-and-mortar stores also collect consumer information. Some ask for a
shopper's address and phone number at checkout, though consumers may refuse to
provide it. Many larger stores use the address information encoded on consumers'
credit cards (often without their knowledge) to add them to a catalog mailing list. This
information is obviously not accessible to the merchant when paying in cash or
through a bank (money transfer, in which case there is also proof of payment).

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 E-COMMERCE IN INDIA

India will have the world’s second-largest Internet user base by this December, overtaking
the US. This is among the many interesting findings in the ‘Internet in India 2015’ Report
released by the Internet and Mobile Association of India (IAMAI) and IMRB International.
According to report, India will have 402 million Internet users by December 2015 and its user
base has increased by 49 per cent compared to last year. In October, 317 million Indian users
accessed Internet. China has the largest Internet user base, with over 600 million users.
It is not surprising anymore that mobile is responsible for a big chunk of this growth. In
Urban India, the mobile Internet user base grew by 65 per cent over last year to reach 197
million in October 2015. In Rural India, the mobile Internet user base is expected to reach 87
million by December 2015 and 109 million by June 2016.

Ninety-four per cent of users access the Internet through their mobile phones in Urban
India. However, 64 per cent also use the desktop or laptop to access the Internet. But 90 per
cent of those who use the mobile to access the Internet consider it their primary device for
browsing.
An unsettling revelation is the gender gap when it comes to access to Internet. Men account
for 71 per cent of Internet users, while women account for just 29 per cent.
The demographic data in the report also point to some interesting trends. In rural India, 75 per
cent of the users fall in the 18–30 years age bracket, while 11 per cent are younger than 18
and 8 per cent are in the 31–45 years group. In Urban India, 32 per cent of monthly active
users are college-going students.
Online communication, social networking, and entertainment are the top reasons for
accessing the Internet. Only 24 per cent of urban users and 5 per cent of rural users accessed
the Internet for online shopping.
India's e-commerce market was worth about $3.8 billion in 2009, it went up to $12.6 billion
in 2013.
Increasing Internet penetration and growing preference for shopping online will drive the e-
commerce market in India to USD 15 billion by 2016 with a whopping 100 million people
going online to shop(as revealed by Google India)
Compared to 8 million in 2012, about 35 million people are now buying everything from
apparel to electronics to cosmetics and furniture from online stores

21
The birth and growth of Internet has been the biggest event of the century. E-commerce in
India has come a long way from a timid beginning in the 1999-2000 to a period where one
can sell and find all sorts of stuff from a high end product to a meagre peanut online. Most
corporations are using Internet to represent their product range and services so that it is
accessible to the global market and to reach out to a larger range of their audience.

Computers and the Internet have completely changed the way one handles day-to-day
transactions; online shopping is one of them. The Internet has brought about sweeping
changes in the purchasing habits of the people. In the comfort of one's home, office or cyber
cafe or anywhere across the globe, one can log on and buy just about anything from apparel,
books, music and diamond jewellery to digital cameras, mobile phones, MP3 players, video
games, movie tickets, rail and air tickets. Ease, simplicity, convenience and security are the
key factors turning the users to buy online.

E-commerce revenues in the country are projected to reach Rs 2,300 crore in the year 2006-
07, growing at 95 per cent over 2004-05(Source: Internet and Mobile Association of India,
IAMAI). This pertains to the business-to-consumer (B2C) segment. It may be too early to do
a comparison with the e-commerce scenes in countries such as the US where billions of
dollars are spent online but the business in India is growing exponentially every year, albeit
from a smaller base, the total revenues have reached a respectful size.

Recent Developments :
The number of users logging on to the Internet is growing by leaps and bounds. The number
of Indians who are online is expected to touch to 100 million by 2007-08, from the present
38.5 million according to the research conducted by IAMAI. The numbers indicate a growing
sense of comfort with the use of Internet for shopping. Accompanying this growth, there is an
increasing maturity in the way people use the Internet. It's a classical curve. Online users
typically start by using e-mail, gradually move on to browsing for news, information and
entertainment, and finally graduate to shopping and conducting business online. Online sales
have registered a huge jump and what was a concept five years ago is now beginning to hit
the mainstream levels. Roughly 10 percent of the world's population more than 627 million
people have shopped online at least once, in India it is just sprouted and beginning to perish.

22
Internet is now going beyond the simple exchange of information to a shopping paradise.
This medium is far bigger than expected, but many retailers and marketers are not using it to
its full potential.

Indian customers are increasingly getting comfortable with online shopping, and there is a
higher acceptability for the concept. India has 25 million Internet users and more is now
turning to online shopping. There has been an influx of online shopping sites in India with
many companies hitching onto the Internet bandwagon. The revenues from online shopping
are expected to more than double by 2006-07. According to IAMAI, the average number of
transactions per month in India has gone up from 2 lakh in 2003-04 to 4.4 lakh in 2004-05
and has doubled to 7.95 lakh transactions per month in the year 2005-06. The online sales
during the festival season had increased rapidly especially during Diwali and Ramzan which
recorded a sales of Rs115 crore, a 117 per cent increase from the Rs53 crore in the year 2004-
05(source IAMAI). These figures clearly show that online shopping has truly come of age
and consumers are keen to shop on the net. Effective customer communication on products
plus reduced shipping costs and timely delivery has helped online marketers to seize a slice
of the Rs 115 crore sales.

Online shopping has become the latest trend among shoppers. Indians are becoming more
comfortable with e-commerce. The consumer’s attitude has been evolving towards online
purchases. It has become increasingly positive over the years. The attitudes that drive people
to shop online, such as convenience, price comparison and choice are improving
tremendously in India.

Though a miniscule amount in the global context, the Indian online shoppers’ population
would make its presence felt quite remarkably. The potential of the Indian e-market can be
gauged from the fact that 16 percent of Indian consumers want to buy online in the next six
months, making it the third most online-potential country after Korea (28 percent) and
Australia (26 percent) (Source:IMRB). This is an indication of a growing breed of Indian
consumers who are not only better equipped but also more confident of the online
transactions. Indian businesses have also grown mature enough to move up the IT curve and
they are considering Business to consumer (B2C) e-commerce a viable revenue model. Some
of the companies that have benefited are baazee.com, indiatimes.com, rediff.com,
indiamart.com, fabmart.com, traveljini.com and sifymall.com.

23
Indiamart.com has witnessed a growth of more than ten times in just two years in its online
gifts domain. In the online travel domain, the company was able to generate an average
$8,000 worth of room bookings/month for its premium client. It is expected to touch $15-
20,000/month/client by the year-end, which is over 100 percent growth
(Source:Indiamart).Brick-and-mortar businesses are also building up e-commerce revenues.
In the year 2005-06 Samsung India recorded a 120 percent jump in online buying from its site
over the year 2004-05 (Source: Samsung). Nirula’s revenues in the year 2005-06 and is
positive for the next one to two years (Source: Nirula’s).Companies like eBay India have
seen a large increase in the number of sellers and buyers from B and C cities and in a year the
eBay community (buyers and sellers) base has increased to 1.7 million users, which shows
that more Indians are shopping online (Source: eBay).

Online sales are currently marked by a single digit growth, but the leading garment retail like
Pantaloon, Shoppers’ Stop and Globus have already made business strategies to enter into the
world of e-retailing. Famous apparel brand Zodiac has already started online stores.
The main motive of these retailers through online sales is to reach the small towns where they
do not have the outlets. Thus the India's Internet shopping sector is preparing for a massive
growth, which is fuelled by increasing broadband usage and growing e-commerce.

Scope of the Study:

This study basically tries to discover the online shopping behaviour among the students. It
also tries to discover the preferences of the customers what they wish to buy via online
shopping as well as which factors influence them to buy or to not buy via online shopping.
It is primarily directed to the general public but was done only in Palwal, Faridabad, New
Delhi & Noida.

24
Online Activities:

The Internet has entered the mainstream consciousness over the past decade. This has
happened primarily because the web has got a graphical interface and Internet has moved
from governmental control to private hands. The activities which are happening on the
Internet are email and instant messaging, general web surfing or browsing, reading news,
hobby searches, entertainment searches, shopping and buying online, medical information
searches, travel information searches, tracking credit cards, and playing games.

Communication i.e. email, chat or instant message is the basic activity for which Internet is
used. It is the single most important reason for people to go online. E-mail provides the
opportunity to communicate more often with a much broader circle of people than one can
reach by telephone or by mail in a convenient way. In India too email constitutes the major
activity on the Internet. It was found that more elderly people are increasingly using email as
compared to the younger generations.

In India the top five online activities are e-mail, surfing, chatting, search and job search.
Some of the sites, which are commonly used for these particular activities, are:

 Yahoo -Most preferred communication portal, tops for email and chat

 Indiatimes –Best event and sports news provider.

 Naukri-Best recruitment portal

 Google-Best information domain

 Shaadi-Best for matrimonial services

 eBay-Best online shopping portal

(Source:IAMAI)

In India online trading, travel, recruitment, ticketing, real estate, classifieds and social
networking are a few spheres ripe for investment.

25
Banking & Trading:

The net banking is increasing and it is estimated that 4.6 million Internet users are using
Internet for banking purposes and it is expected to grow to 16 million plus by 2007-08
(Source IAMAI). Trading stocks is also becoming a fast booming activity amongst the
Indians. The traders feel that trading through Internet is not that cheap but the convenience
provided by online trading is worth the costs involved. Traders can keep a regular check on
various stocks and it is easier to compare them. They can not only buy and sell stocks but can
also find the track record of various stocks, do technical analysis, can access live news from
international news agencies such as Reuters, CNBC and can find opinions from other leading
brokers which help them do decide whether to buy or sell. More and more traders today are
making the immense use of these services, which shows that there is a huge potential in this
sector.

Online Ticketing:

The growth in the online travel business today is phenomenal. The Indian online travel
business is worth $350-400 million and is growing at 40-50 per cent year by year, as the
online population of the country is estimated to be 25 millions (Source:IMRB). There has
been a significant increase in online ticket booking in India with a double-digit growth, which
has also lead to an increase in Indian tourism. This growth in the travel industry has definitely
leaded to the increase in the travel portals. The scope for growth is immense in this sector as
more Indians are using the Internet.

Travel sites like MakeMyTrip.com (MMT) has been growing at about 20 per cent month-on-
month, for the last four months, selling 1,400 tickets a day on an average (Source:
MakeMyTrip.com). The online bookings in India was mainly stared because of the low cost
carriers like Air Deccan which sells most of it tickets online. The revenue of the Indian
Railway Catering and Tourism Corporation (IRCTC) has also increased phenomenally
because of the online ticketing. The advantages of online ticketing are both for providers and
for consumers as the providers benefit from infrastructure cost while for users it is a
convenient way to book tickets.

Thus Internet has become an indispensable part of life and has reduced the world to a global
village. Many corporates are getting into this bandwagon, as there seem to be a humongous
growth in the coming years. Airline, cinema, hotel bookings, etc are all increasingly going

26
online. The future of online business is bright therefore companies are providing more
convenient services to the consumers and thereby changing their mindsets and attitudes
towards life.

It is a fact that a great online shopping revolution is expected in India in the coming years.
There is a huge purchasing power of a youth population aged 18-40 in the urban area.

If we observe the growth of Indian online transactions (Info by: IAMAI), it is getting doubled
year by year.

The usage of internet in India is only 4% of the total population. This is also getting increased
day by day as the costs of computers are decreasing and net penetration is increasing. The
cost of internet usage is also getting lower, with good competition among the providers. Wi-
Fi & Wimax is also getting tested in Bangalore and other cities in India. This will increase the
usage as it goes more on wireless internet.

Indians are proving every time that they can beat the world when it comes to figures of online
shopping. More and more Indians are going to online shopping and the frequency of India’s
online buying is crossing the overall global averages.

Factors That Boost Online Shopping in India:

 Rapid growth of cybercafés across India

 Access to Information

 The increase in number of computer users

 Reach to net services through broadband

 Middle-class population with spending power is growing. There are about 200 million
of middle-class population good spending powers. These people have very little time to spend
for shopping. Many of them have started to depend on internet to satisfy their shopping
desires.

27
Few Facts about Online Shopping:

The figures from IAMAI show that the internet users in India will grow to 200 million by
2010. Around 25% of regular shoppers in India are in the 18-25 age groups, and 46% are in
the 26-35-year range.

 Indian online matrimonial sector is worth around $230 million.

 Worldwide e-commerce is only growing at the rate of 28%, since India being a
younger market, the growth of e-commerce is expected at 51% in the coming years.

 In line with global trends finally India has also started shopping online these days. As
per the study by IAMAI online shopping in India has rose from $11million in 1999-2000 to
$522 million in 2008 and it is expected to rise above $700 million by end March 2010.

 Indians are also Shopaholics like other Asians. There is a strong booming young adult
population in India with good levels of disposable income.

In India

Over $50 Billion and growing rapidly - Most popular online shopping products include:
books (45%), electronic gadgets (42%), railway tickets (38%), accessories apparel (35%),
apparel (35%), gifts (34%), computer and peripherals (32%), airline tickets (28%), music
downloads (21%), movie downloads (21%), hotel rooms (22%), magazines (18%), tools
(16%), home appliances (16%), toys (16%), jewellery (17%), movie ticket (15%), etc.

28
Gaint Players In Indian Online Market:

1. Flipkart

Flipkart is an electronic commerce company headquartered in Bangalore, Karnataka. It was

founded in 2007 by Sachin Bansal and Binny Bansal. Both are from IIT Delhi Alumni and
also worked in Amazon.com.The company is registered in Singapore. Flipkart has launched
its own product range under the name "DigiFlip" with products including tablets, USBs, and
laptop bags.

According to Morgan Stanley the current market value of Flipkart is $5.54 billion as of
November 2016.

2. SnapDeal

SnapDeal is an Indian e-commerce company based in New Delhi, India. The company was
started by Kunal Bahl, a Wharton graduate as part of the dual degree M&T Engineering and
Business program at Penn, and Rohit Bansal, an alumnus of IIT Delhi in February 2010.
Snapdeal currently has 275,000 sellers, over 30 million products and a reach of 6,000 towns
and cities across the country. Snapdeal acquired FreeCharge for $400 million.

29
 3. AMAZON

Amazon.com also called Amazon, is an American electronic commerce and cloud

computing company that was founded on July 5, 1994 by Jeff Bezos and is based
in Seattle, Washington. It is the largest Internet-based retailer in the world by total sales and
market capitalization.Amazon.com started as an online bookstore, later diversifying to
sell DVDs, Blurays, CDs, video downloads/streaming, MP3 downloads/streaming, audiobook
downloads/streaming, software, video games, electronics, apparel, furniture, food, toys, and
jewelry. The company also produces consumer electronics—, Kindle e-
readers, Fire tablets, Fire TV and the Echo—and is the world's largest provider of cloud
infrastructure services (IaaS).Amazon also sells certain low-end products like USB cables
under its in-house brand AmazonBasics.

Amazon has separate retail websites for the United States, the United Kingdom and Ireland,
France, Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil, Japan, China, India,
and Mexico. Amazon also offers international shipping to certain other countries for some of
its products. In 2016, Dutch, Polish and Turkish language versions of the German Amazon
website were launched.

4. eBay

eBay Inc. is an American multinational corporation and e-commerce company,

providing consumer-to-consumer and business-to-consumer sales services via the Internet. It
is headquartered in San Jose, California. eBay was founded by Pierre Omidyar in 1995, and
became a notable success story of the dot-com bubble. Today it is a multibillion-dollar
business with operations localized in over 30 countries.

30
The company manages eBay.com, an online auction and shopping website in which people
and businesses buy and sell a broad variety of goods and services worldwide. In addition to
its auction-style sales, the website has since expanded to include "Buy It Now" shopping;
shopping by UPC, ISBN, or other kind of SKU (via Half.com); online classified
advertisements (via Kijiji or eBay Classifieds); online event ticket trading (via StubHub); and
other services. It previously offered online money transfers (via PayPal), which was a wholly
owned subsidiary of eBay from 2002 until 2015. The website is free to use for buyers, but
sellers are charged fees for listing items and again when those items are sold.

5. ShopClues

ShopClues.com is an online marketplace, headquartered in Gurgaon, India. The company was

founded in California's Silicon Valley in 2011. It has over 12,000 registered merchants retail
2,00,000+ productson the platform to over 42 million visitors every year across 9500
locations in the country. The e-commerce company is incorporated in Delaware.

ShopClues joined as 35th entrant in the Indian e-commerce in 2011.The company employs
about 700 people across different locations.

6. Myntra

Myntra is an Indian fashion e-commerce marketplace company headquartered

in Bengaluru, Karnataka, India. The company was founded in 2007 by Indian Institute of
Technology graduates with a focus on personalization of gift items. By 2010, Myntra shifted
its focus to the online retailing of branded apparel.

31
In May 2014, Myntra.com merged with Flipkart to compete against Amazon which entered
the Indian market in June 2013 and other established offline retailers like Future
Group, Aditya Birla Group and Reliance Retail.

7. HomeShop18

HomeShop18 is an Indian online and on-air shopping channel owned by the Network 18
Group division of Reliance Industries.

The HomeShop18 television channel was launched on 9 April 2008. The television network
can be currently seen on cable, satellite and some terrestrial channels in India.

It also became the country’s first ever 24/7 home shopping channel to be available on DD
Free Dish reach, a free-to-air direct-to-home (DTH) broadcasting platform of Prasar Bharati.
The channel has been made available from November 1, 2015. HomeShop18.com was
launched on 18 January 2011; its mobile app components were launched at the start of 2013.

8. Jabong

Jabong.com is an Indian fashion and lifestyle e-commerce portal founded by Praveen

Sinha,Lakshmi Potluri,Arun Chandra Mohan. The portal sells apparel, footwear, fashion
accessories, beauty products, fragrances, home accessories and other fashion and lifestyle
products.The company's headquarter is in Gurgaon, NCR.

In July, 2016 Flipkart acquired Jabong through its unit Myntra for about $70 Million. After
the acquisition, Ananth Narayanan was declared the new CEO of Jabong.

32
 9. Paytm

Paytm (Acronym for ‘Pay Through Mobile’) is an Indian payment and commerce company
based out of Delhi NCR, India. Launched in August 2010, it is the consumer brand of One97
Communications.

In 2015, Paytm became the first Indian company to receive Alibaba’s funding after it raised
over $625 million at a valuation of $1.5 billion with the Alibaba Group being the biggest
stakeholder in the parent company One97 Communications.In August 2016, Paytm received
an investment from Mountain Capital, one of Taiwan-based MediaTek’s investment funds at
a valuation of over $5 billion.Paytm has invested $5 million in auto rickshaw aggregator and
hyperlocal delivery firm Jugnoo. It has also acquired Delhi-based consumer behavior
prediction platform Shifu for $8 million and local services startup Near.in for $2
million. Paytm has also spent over INR 200 crores to become the title sponsor of the Indian
Cricket team.The company employs over 13,000 employees as of January, 2017 and has 3
million offline merchants across India. It also operates the Paytm payment gateway and the
Paytm Wallet.

10. Yebhi

Yebhi.com is an Indian Online shopping E-commerce portal for Home, Lifestyle & Fashion
e-retailer, launched in the year 2009. Initially Yebhi.com has categories lifestyle & Home
products and offers products from a range of some 250 brands to its customers dealing
in Shoes, Apparels, Bags, Mobiles, Cameras, Sunglasses, Watches, Books, Laptops , Home
furnishing, Home décor, Home ware, Lingerie and Fragrances.After the new Business Model,
they are now into coupons and provide exciting offers to everyone so that people can see
products from all the stores on one site in this scheme money from customer converted to
coins. The scope of use of coins is limited to card gaming website "adda52.com ".

33
CHAPTER-2
COMPANY PROFILE

34
 Gadget Analyst India (GA+)

GA+ is Authorized Service Provider Network on Amazon Platform. Existing seller of

Amazon can directly contact GA+ from their Seller Central Account.
If, you are not selling on Amazon Platform then they will assist you to create your Amazon
seller account completely free of cost

Serving customers in online business now the company has focused to cater good experience
of sellers those who wants to sell their products online and not being able to make their
success story because of lack of knowledge. Company has launched www.gaplus.in online
portal to help sellers those who wants to sell their products online on different marketplaces
with only single point of contact.

35
gaplus.in provides an end-to-end e-commerce solutions that helps sellers start selling online
on e-commerce websites. Sellers will find all the tools needed to grow their brand online with
the E-Commerce Marketplace platforms. We enable sellers to ecommerce solutions for
selling their products on different marketplaces & Increase their sales on Amazon, Flipkart,
Snapdeal, payTm, Shopclues, Myntra and 50+ E-Commerce portal to give their products
online store builder and brand visibility online.

The primary offering is an ecommerce solutions that is connected to all functional

requirements and answers how to do online business. Sellers can sell on Amazon, Flipkart,
Snapdeal and all other top eCommerce websites in India. In fact, GA+ provides sellers with
the entire framework required to start and run an eCommerce business successfully.

Other Channel Partner

36
About

Gaplus is a recognized eCommerce Service and Solution Provider in Faridabad and Delhi
NCR. GA+ Provides an end-to-end e-commerce solutions that helps you start selling online
on e-commerce websites. Gaplus assistance will help you to grow your Brand Online with the
E-Commerce Marketplace platforms. We enable you to eCommerce solutions for selling your
products on different marketplaces & Increase your sales on Amazon, Flipkart, Snapdeal,
payTm, Shopclues, Myntra and 50+ E-Commerce portal to give your products online store
builder and brand visibility online.

The primary offering is an ecommerce solutions that is connected to all functional

requirements and answers how to do online business. You can sell onAmazon, Flipkart,
Snapdeal and all other top eCommerce websites in India. In fact, GA+ provides you with the
entire framework required to start and run an eCommerce business successfully.

Global Axis Alliacne " GA+ " has been transforming digital world with breakthrough
products and ideas that push the boundaries of what's possible. Our latest technology based
products are used by many of the world's leading data centers, embedded in the most
advanced digital world, and are trusted by consumers around the world. From handheld
devices to hyper-scale data centers, Global Axis Alliacne is expanding the possibilities of
latest technologies. Global Axis Alliacne has always been able to see what's ahead. It's what
makes us one of the most innovative companies in the industry. Our foresight and keen sense
of integrity are instrumental in driving us to do business practices to our volunteer
community services activities, we believe it is our obligation to give back. This brand comes
with protectors designed and made with different qualities: Extreme, High definition,
Smudge-proof and Original. The High Definition protector is superior in many ways such as
clarity and beautiful glass-like-surface. Extreme is very good for break protection, it's also
good for shock resistance. The Original comes in third and offers military-grade scratch
protection. Lastly, the smudge-proof variant offers fingerprint resistance.

Global Axis Alliacne " GA+ " is serving in India with its own Branded "GA+" & "Gadget
Analyst" products on different online portals. Keeping customer satisfaction in mind our
products being able to provide best online shopping experience in every level of the society.

37
Serving customers in online business now the company has focused to cater good experience
of sellers those who wants to sell their products online and not being able to make their
success story because of lack of knowledge. Company has launched www.gaplus.in online
portal to help sellers those who wants to sell their products online on different marketplaces
with only single point of contact.

gaplus.in provides an end-to-end e-commerce solutions that helps sellers start selling online
on e-commerce websites. Sellers will find all the tools needed to grow their brand online with
the E-Commerce Marketplace platforms. We enable sellers to ecommerce solutions for
selling their products on different marketplaces & Increase their sales on Amazon, Flipkart,
Snapdeal, payTm, Shopclues, Myntra and 50+ E-Commerce portal to give their products
online store builder and brand visibility online.
The primary offering is an ecommerce solutions that is connected to all functional
requirements and answers how to do online business. Sellers can sell on Amazon, Flipkart,
Snapdeal and all other top eCommerce websites in India. In fact, GA+ provides sellers with
the entire framework required to start and run an eCommerce business successfully.

E-Sell ( Easy-Sell Online)

E-Sell ( Easy Sell online) service offered enterprises to bring their business from offline to
online and enable to cater more customers across every part of India. We enable you to
provide solution for selling your products on different marketplaces like Amazon, Flipkart,
Snapdeal, payTm, Shopclues, Myntra and 50+ E-Commerce portal to give your products and

38
brand visibility online. We will setup your account on all marketplaces & It includes
following thing like:-

 Registration

 Imaging

 Cataloguing

 End-to End launch assistance

Manage my business

Many small business owners aspire to grow their business. The advantage to expanding a
business is the opportunity to get more new products and sell in different categories .This
expansion often has the advantage of exposing the business to a wider audience. This
increased pool of potential customers can dramatically improve sales, resulting in increased
profitability. Expansion, when done properly, can place the company in the forefront of many
customers' minds.

High quality images and content provide better customer experience that in turn, is known to
directly impact chances of incremental sales. Our Manage My Business Service can help you
prepare high-quality, high-impact listings for your business.

We provide Services that helps you to achieve your expansion with a single window, there
you can choose the services as per your need. Our services are listed below and grab
whatever you want :-

 Imaging or Photoshoot

 Adding new product listings

 Updating price, quantity & lead time to ship

 Updating account information

 Updating shipping rates

 Creating Promotions

39
  Manage Email communication to customers

 Manage Email communication to Amazon

 Handling inventory report

 Handling payment report

 Handling sales & order report

 Managing Order confirmation

 Updating tracking number

 Managing Returns & Refunds

 Managing A-to-Z claims

Grow my business

We will be partner in your online business growth story, right from launching you to
managing and growing your business. We are having a team of rich experienced E-
Commerce Specialist Account Manager those helps you to selecting the right online product
to start with and get more sales.

This service basically focuses on products visibility on Online platform. We Create

Promotional campaign, Products awareness, Branding , Digital Marketing, & Products
expansion. Because as much products on online platform as much sales you get.

So, ultimately to be a part of our seller success story . we had integrated all different services
in single Account Management Service . In which a Dedicated Account Manager will be
assigned for your E-Commerce Business and provide End-to-End business growth
assistance.

This service includes following things listed below:-

 Creating Promotions

 Adding new product listings

40
  Updating price, quantity, lead time to ship, account information, shipping rates

 Manage Emails (Buyer- Seller Communication)

 Handling inventory report, payment report, sales report, order report

 Updating tracking number

 Managing Return, Refunds & A-to-Z claims

Affiliate My business

Affiliate marketing is the process of earning a commission by promoting other people’s (or
company’s) products. You find a product you like, promote it to others and earn a piece of
the profit for each sale that you make.

We provide affiliate my business services that gives an opportunity to earn in very simple
way by just doing promotion of another big brands.

Get Trained

Use this service to learn how to manage and grow your online business. This service offer in-
person training covering the following modules: UPC & brand registration, account settings,
shipping settings, how to add products, managing inventory, fees on marketplaces, order
processing, managing returns, account health and performance management, and buyer
communication.

This service is offered by two types:-

 E- Training( Webniar, Team-Viewer, Any Desk)

 Personal Training (1x1 Training)

Hire E-Commerce Manager

41
One of the best ways to get the most out of an online business happens to be a consultation
from an expert. The e-commerce account managers are skilled individuals who have been
observing e-commerce trends for many years. Therefore, they know about the sales trends
more than anyone else. The only thing to care about while hiring such experts it to make sure
they are credible. The best way is to hire through a company that is specialised in this E-
Commerce Industry, where highly qualified consultants are there to guide newcomers all the
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42
 CHAPTER-3
REVIEW OF LITERATURE

43
 Yoo-Kyoung Seock (2007), conducted a study using the data collected from a survey
of 1277 US college students, this study investigated college students' shopping
orientations, and examined the relationships between their shopping orientations and
searches for information about and purchases of apparel products online and the
differences between male and female students in their shopping orientations, online
information searches and purchase experiences. Seven shopping orientation constructs
were identified: shopping enjoyment, brand/fashion consciousness, price
consciousness, shopping confidence, convenience/time consciousness, in-home
shopping tendency and brand/store loyalty. Results showed that participants' shopping
orientations were significantly related to their searches for information about and
purchases of apparel items online. In addition, male and female participants showed
significant differences in their shopping orientations, online information searches and
purchase experiences. This study provided suggestions for apparel e-tailors to develop
effective marketing strategies to reach their target market, for consumer educators and
for educators in the retail merchandizing area to prepare their students for future
careers.

 Al-maghrabi and Dennis, study proposes a model of e-shopping continuance

intentions combining the revised technology acceptance model and expectation
confirmation theory, measuring student gender differences with regard to continuance
online shopping intentions in Saudi Arabia. The results of an online survey (n = 234,
61.5% women, 38.5% men) are used in a structural equation model that confirms fit.
Perceived usefulness, enjoyment, and subjective norms are determinants of online
shopping continuance in Saudi Arabia. The structural weights are largely equivalent,
but the paths from subjective norms to enjoyment and subjective norms to
continuance intention (men) and perceived usefulness to continuous intention
(women) are not supported.The main contribution is to move beyond intentions to

44
 continuance. The model explains 71% of the intention to continue shopping
online.The results suggest that online strategies cannot ignore gender differences on
continuance intentions. The model can be generalised across the main commercial
regions of Saudi Arabia.

 Singh & Anshuman Khare (2010), conducted a research, the purpose of this research
was to examine the relationship between innovativeness/novelty-seeking behavior of
Indian youth and their online shopping behavior. Three hundred students studying in
universities in the northern region of India between the ages of 18 and 24 years
participated in the survey. The research findings show a positive relationship between
innovativeness/novelty-seeking behavior and online shopping behavior. The article
concludes that Indian youth are interested in online shopping Web sites because these
Web sites provide the latest information about products and services. Their online
shopping is influenced by Web site attributes such as convenience and flexibility. The
surveyed population felt comfortable purchasing with cash because online
transactions are considered insecure. The article concludes with some suggestions that
companies can incorporate to successfully attract Indian youth to their Web sites for
shopping.

 According to the study conducted by Khare &Sadachar (2014), Online shopping

formats have gained popularity in recent years. This research examines (1) differences
in online shopping attitudes among American and Indian college students and (2) the
influence of collective self-esteem (CSE) on online shopping attitudes of American
and Indian college students. Through structural equation modeling, we found that all
CSE factors except importance to identity influence online shopping attitude factors
such as ease of use, perceived risk, easy to understand, and perceived usefulness in
both the cultures. American youths reported significantly higher levels of ease of use,
readiness in understanding shopping websites, and perceived usefulness than Indian
youth. Perceived risk of using shopping websites was found to worry both U.S. and
Indian youth.

45
 According to the study conducted by H. Lester , M. Forman & Loyd (2008), Several
years of lackluster sales in the retailing industry have pushed expansion into new
channels in an effort to exploit any potential opportunity. As more and more
consumers embrace the World Wide Web it seems a natural expectation and
assumption that this channel may be the salvation of the brick and mortar store. This
study focused on college-age consumers' responses to purchasing on the Internet.
Young adults were specifically targeted because of their generation's tech-savvy
embracing of anything wired. Over 780 university students were surveyed and
answered a 108-item self-administered questionnaire. The study specifically
addressed the issues of how often and why Internet purchases were made. As
expected over 95% of the college-age market uses the Internet and over 91% of that
group completes online purchases. Close to a quarter of the buyers are spending over
$500 per year on Internet merchandise and they are making those purchases with their
own credit cards. They are purchasing banking service, concert tickets, apparel and
entertainment products. These young adults are also buying cars, mortgages and
appliances over the Internet, but in smaller numbers.Findings indicate that not all
products are created equal when offered for sale on the Web. Motivating factors vary
by product and generation. The results of this research have significant implications
for future Internet marketing.

 Gupta , Handa &Bharat Gupta (2008), conducted a study, the purpose of the study
was to examine the online behavior of young adults of India. A total of 115 Internet
users from 18 to 25 years of age were surveyed from the National Capital Region of
Delhi, India. Results showed that young adults of India are mainly online surfers and
not online shoppers. These people have a lack of knowledge and experience with
online shopping. Therefore, a very small percentage of these young adults shop online
and they purchase only low-cost items. They do not trust online shopping and feel that

46
 lack of touch and feel discourage their online shopping. Based on research findings,
we have suggested ways to encourage online shopping by young adults. The
recommendations in this article may be of value to management students, academics,
and online marketers.
 According to the study conducted by Handa & Gupta , The increasing use of the
Internet by young adults in emerging markets such as India provides an opportunity
for marketers to tap an underdeveloped segment of young net users. A better
understanding of the drivers of online shopping behavior among young adults can
enable online marketers to design more effective marketing strategies. The present
research explores the relationship between shopping orientation of young adults in
India and their online shopping behavior in terms of online shopping adoption and
frequency. Primary data were collected through a self-administered questionnaire
from 831 college students. The study finds a significant difference in the
entertainment, experiential and convenience orientation of online and non-online
shoppers. Trial and frequent online shoppers also differ in the extent of entertainment
orientation but no significant difference is found in their experiential or convenience
orientation. Based on the findings, recommendations are made for encouraging young
adults to shop online.

 According to the study conducted by Lima, Osmanb, Salahuddinc, Romled and

Safizal Abdullahe, Internet shopping is a phenomenon that is growing rapidly
nowadays. A peep into the exponential growth of the main players in this industry
indicates there is still a large reservoir of market potential for e-commerce. The
convenience of online shopping rendering it an emerging trend among consumers,
especially the Gen Y. The prevalence of online shopping has raised the interest of the
retailers to focus on this area. Therefore, this study was to determine the relationship
between subjective norm, perceived usefulness and online shopping behavior while
mediated by purchase intention. University students aged between 18 and 34 that
currently pursuing their studies in University Malaysia Perlis were selected as the
subject of analysis. 662 out of 800 sets of questionnaires distributed were valid for
coding, analyzing and testing the hypothesis. Collected data were then analyzed using
SPSS version 18.0 and AMOS version 16.0. Structural Equation Modeling to examine

47
 the model fits and hypothesis testing. The conclusion can be depicted that subjective
norm and perceived usefulness significant positively influence online purchase
intention but subjective norm insignificant influence shopping behavior in a negative
way. It is interesting to note that perceived usefulness also insignificantly influence
online shopping behavior. Finding also revealed that purchase intention
significantpositively influence online shopping behavior. For future research, sample
from working adults and other variables that related toonline shopping were to be
included to minimise sampling bias.

 According to the study conducted by BALAJI (2015), Internet users in India have
been increasing day by day. In 2014 there were about 243 million internet users. The
main reasons for the high usage were affordable price of smart phones and internet
tariff plans. Due to these reasons people started moving online for purchase of
products and services. E-commerce is growing by 38 per cent per year. The total
value of E-commerce was INR 90,000 crores during 2014. It was predicted that it will
be about INR six lakh crores in next five years. It has been reported that about 70
percent of internet users and the online shoppers were youth. Hence, a study was
conducted to assess the internet usage behaviour of youth and factors that influenced
them to shop online. The study was carried out with a sample size of 120 students
from different colleges in Coimbatore, Tamil Nadu. About 80 per cent of them were
using smart phones and all were using internet daily. Young female students were
spent more money for online shopping than young male students. Main factors that
influenced them to shop online were informed choice, loyalty, competitive pricing,
accessibility, convenience, security issues, knowledge and window shopping.

 Delafrooz, H. Paim, Haron, M. Sidin and Ali Khatibi (2009), conducted a study to
ensure the success of online business, it is important for the retailers to understand
their targeted customers. The aim of this study examines the significance of attitude
toward online shopping. The objectives of the study are two fold. The first section
seeks to determine relationship between attitude towards online shopping with
shopping orientations and perceived benefits scales. The second section investigates

48
 factors that influence peoples’ attitudes towards online shopping. A five-level Likert
scale was used to determine students’ attitudes towards online shopping. A self-
administered questionnaire, based on prior literature, was developed and a total of 370
post graduate students were selected by random sampling. The regression analysis
demonstrated the determinants of consumers’ attitudes towards online shopping.
Additionally, utilitarian orientations, convenience, price, wider selection influenced
consumers’ attitudes towards online shopping.

 Comegys, Hannula and Jaani Va¨ isa¨ nen (2006), conducted a study which
investigates the online purchase behaviour of a key segment of the population, the
‘Net Generation’ university-aged student, from two of the world’s most advanced IT
nations with the greatest potential in e-commerce: Finland and the USA. Information
about online shopping behaviour in 2002 is compared with 2004/2005 for the two
countries. The research also answers the question whether online shoppers from the
two countries approach the consumer buying decision process differently overtime.
The results provide useful guidance to consumer e-marketing companies.

 According to the study conducted by Kala and Sharma, Internet is one component
which has recently become the key element of quick and rapid lifestyle. Be it for
communication, connecting with people or for official purposes, ‘internet’ has
become the central-hub for all. While interactions in the real world shopping are
mainly based on face‐to‐face activities between consumers and service providers,
interactions in electronic commerce take place mainly through the retailer’s website.
This study investigated the relationship between various characteristics of online
shopping and customer purchase behavior. Results of this study shows about the
behavior of customers’ towards online shopping and future of online shopping in
India.

49
 According to the study conducted by Jadhav and Khanna, Online retailing in India has
shown tremendous growth in the recent years. However as compared to the other
countries leading in online retailing, India is still in its initial stage of development.
The purpose of this study was to explore the factors influencing the online buying
behavior of the college students. Convenience sampling method was used to select the
sample of 25 college students and qualitative content analysis was used for analyzing
the textual content of the depth interview data. The main influencing factors for online
shopping were identified as availability, low price, promotions, comparison,
convenience, customer service, perceived ease of use, attitude, time consciousness,
trust and variety seeking.

 Katawetawaraks and Wang’s, recent research has shown an interest in investigating

consumer motivations that affect the online shopping behavior. It is yet to understand
what factors influence online shopping decision process. The objective of this study is
to provide an overview of online shopping decision process by comparing the offline
and online decision making and identifying the factors that motivate online customers
to decide or not to decide to buy online. It is found that marketing communication
process differs between offline and online consumer decision. Managerial
implications are developed for online stores to improve their website.

 According to the study conducted by Choudhary and Dey, Online shopping has
become a new trend of shopping nowadays and is quickly becoming animportant part
of lifestyle. Due to wide spread internet access by people and e-commerce usage by
traders, online shopping has seen a massive growth in recent years. Young peoplehave
been the majority shoppers online and thus this study finds out the attitude of
youthtowards online shopping. This particular paper attempted to find out whether
there is any impact of five factors like internet literacy, gender, educational
qualification, website usability and online product price on online shopping. The
study was undertaken among the students of Assam University. The results of the
study highlighted that there is a significant relationship of online shopping with
gender, internet literacy, and online product price. Similarly the study also highlighted

50
 that there is no significant relationship of online shopping with education and website
usability.

 According to the study conducted by Kumar and P.G, Online shopping offers the
customer a wide range of products and services wherein he is able to compare the
price quoted by different suppliers and choose the best deal from it. Internet
marketing is conceptually different from other marketing channels and internet
promotes a one to one communication between the seller and the end user with round
the clock customer service. The consumer, in case of online shopping can buy the
selected product rapidly by doing some clicks from home or work saving time and
energy in spite of the larger distance arising from the endless and unlimited market
offered by the internet. In addition, the internet can also facilitate the shopping of
consumers with reduced mobility. Despite these motivational factors, there are
various transaction and nontransaction issues involved such as internet users being
uncomfortable while giving their credit card number, personal information, etc..
which act as deterrents. Online shopping is new, and it is at a nascent stage, and there
are no hard-and-fast rules to live by .Consumers are slow in showing interest in online
shopping. However, the future for internet shopping looks bright and promising.

 According to the study conducted by Lalitha and Sekhar, Internet has changed the
way of businesses, consumers communication, interact and consumer transactions in
worldwide. On-line shopping is a recent phenomenon in the field of E-Business and is
definitely going to be the future of shopping in the world. Consumers especially
youths are playing an important role in online shopping. The growing use of the
internet in India has created a basis for tremendous prospects for marketers of today
and tomorrow. The customers and consumers of modern times are techno savvy and
innovative in their attitude. So, the internet is sure to take over as the prime marketing
and selling channel. Thus, it is imperative for the companies to investigate and
understand the factors that influence the decision to purchase online. Drawing a

51
 sample of 240 higher-education students from Guntur, this paper has attempted to
explore the various factors that may influence the decision to shop online. The results
of the study revealed that Internet Traits, Attitudinal Traits and Convenience
significantly affect online shopping behavior of young students, while Perceived Risk
in terms of financial risk, privacy, security and product guarantee/warrantee hinders
the young students to shop online.
 Nirmala and Harisevitha, conducted a study which tries to find out the penetration of
online shopping and the preferences of online shopping website among students with
special references to Coimbatore district. The online shopping websites like “Flip
kart, Amazon, Jabong”, and others were taken to understand which website is the
most preferred by the students. Descriptive study was conducted by using questioner
method with a sample size of 100 respondents. An appropriate statistical tool like
frequency analysis, crosstab, independent t-test, chi square and anova was done to
arrive at the result. The conclusive result shows that female students prefer online
shopping more compared to male students and it was also revealed that the Flip kart is
the leading website among students compared to the other online shopping websites.

52
 CHAPTER-4
Research Methodology

53
RESEARCH METHODOLOGY :

Research methodology is a way to solve the research problem. It may be understood as

science of studying how research problem is done scientifically.
The procedure using, which researchers go about their work of describing, explaining and
predicting phenomena, is called Methodology. Methods compromise the procedures used for
generating, collecting, and evaluating data. Methods are the ways of obtaining information
useful for assessing explanation.

RESEARCH DESIGN :

A research design is the specification of methods and procedures for acquiring the needed
information. It is overall operational pattern or framework of the project that stipulates what
information is to be collected from which source by what procedure.

There are three types of objectives in a marketing research project:-

 Exploratory Research.
 Descriptive Research.
 Casual Research.

1. Exploratory Research:-

The objective of exploratory research is to gather preliminary information that will help
define problems and suggest hypothesis.

2. Descriptive Research:-

The objective of descriptive research is to describe things, such as the market potential for
a product or the demographics and attitudes of consumers who buy the product.

54
 3. Casual Research:-
The objective of casual research is to test hypothesis about casual and effect relationships.

Descriptive Research study is done for the study of consumer buying behavior.

SAMPLING PLAN:
Sample Size : 62
Sampling Unit : Students ( belonging to the age group of 15-25)
Sample Procedure : Random Sampling
Sampling Method : Questionnaire
Survey Area : Palwal, Faridabad, New Delhi & Noida

RESEARCH INSTRUMENT:
Questionnaire is the research instrument used here.

SOURCES OF DATA

The data has been collected from both primary as well as secondary sources.

 PRIMARY DATA:-

Primary data are those, which are collected for the first time, and they are original in
character. A suitable combination of Questionnaire techniques, & discussion with the
respondents was used to collect the required primary data. Primary data gives higher
accuracy and facts, which is very helpful for any research and its findings. The primary data
has been collected through structured questionnaire.

 SECONDARY DATA:-

It is defined as the data collected earlier for a purpose other than one currently being pursued.

As a researcher I have scanned lot of sources to get an access to secondary data which have
formed a reference base to compare the research findings. Secondary data in this study has
provided an insight and forms an outline for the core objectives established.

55
The various sources of secondary data used for this study are:-

 News papers.
 Magazines.
 Text books.
 Marketing reports of the company.
 Internet.

RESEARCH MEASURING TOOLS & TECHNIQUES

The primary tool for the data collection used in this study is the respondent’s response to
the questionnaire given to them. The various research measuring tools used are:-

 Questionnaire.
 Personal interview.
 Tables.
 Percentages.
 Pie-charts.
 Bar-charts.
 Column charts.

OBJECTIVES OF THE STUDY

1. To study the Online Shopping behavior pattern amongst the

students.

2. To study the factors affecting the Online Shopping behavior among

students.

3. To study the factors influencing them to shop online.

4. To identify the factors that acts as an resistance in online shopping.

56
5. To identify their preferences towards different e-shopping websites

and the features of websites in general.

6. To study perception of students and their satisfaction level towards

online shopping.

57
 CHAPTER-5
Data Analysis and Interpretation

58
This chapter starts to present and analyse the data collected from the questionnaires. All data
was analyzed by computer, Google Drive and Microsoft Office Excel was used to enter the
data and design the graphs in order to help the researcher to be able to explore and analyse
the data.
It was conducted to study the online shopping behaviour among students and promotional
strategies of various online shopping sites newspapers; TV Channels, Bill Boards, Hoardings,
Social Networking sites etc. were also observed.

PART – A
QUES 1: Age?

Here as shown in the above graph the maximum age group of students is of 20-25 with
50%.

QUES 2: Gender?

59
Here, Male is with 48.4% Female with 51.6%.

QUES 3: Educational Qualification?

Here, Undergraduate is on the top 59.7%.

QUES 4: Marital Status?

60
Here the graphs shows that most of the respondents were single i.e. 90.3%.

PART- B

QUES 5: How often do you use Internet?

Here it is shown that major number of people spend more than 3 hrs in a day the
weightage is of 46.8%.

QUES 6: Do you shop online?

61
Here it is shown that maximum number of people shop online the weightage is of 93.5%
and the weightage of them who don’t shop online is 6.5%.

QUES 7: If yes, How often do you shop Online?

Here it is shown that people who shop online usually shop as & when required the
weightage is of 60.3% and the less weightage i.e. 7% is of who shop once a year.

QUES 8: Which medium do you prefer for online shopping?

62
Here it is shown that most of the people prefer cell phone as a medium for online
shopping, the weightage is 83.1%.

QUES 9: Average amount that you spend while shopping online?

Here it is shown that the average amount most of the people spend while shopping
online is Rs.1000-Rs.5000, the weightage is of 48.3%.

QUES 10: What motivates you to buy online?

63
Here it is shown that the factor which motivates people to buy online are wide range of
products and Convenience (ease of purchase, home delivery, ability to shop 24x7), the
weightage is of 48.3%.

QUES 11: Do you feel that the online marketers are providing competitive

prices?

Here it is shown that most of the people feel that the online marketers are providing
competitive prices, the weightage is of 46.6%.

QUES 12: What products you usually buy on internet?

64
Here it is shown that most of the people usually buy Electronic Gadgets and Clothing on
internet, the weightage is of 60.3% both following with Mobile/DTH recharges on the
second number with the weightage of 58.6%.

QUES 13: Which of the following stores have you visited online?

Here it is shown that most of the people have visited the Flipkart store with the
weightage of 88.1% following with Amazon with 81.4%, Snapdeal & Paytm with 50.8%
and so on.

65
QUES 14: What factors help you decide which site to use for online

shopping?

Here it is shown that mostly Special offers on sites helps the people to decide which site
to use for the online shopping, the weightage is of 37.3% following with Personal
recommendation on the second with 23.7% and so on.

QUES 15: How do you make your payments on internet?

Here it is shown that most of the people prefer Cash On Delivery as an option to make
their online payments with the weightage of 49.2% following with Debit/Credit Card
payment option on the second with 40.7% and so on.

66
QUES 16: Overall, were you satisfied with your experience of online

shopping?

Here it is shown that most of the people were Satisfied with their experience of online
shopping with the weightage of 56.9%.

QUES 17: If you never had online shopping, please specify the reason?

Here it is shown that the people who never had online shopping have specified the
reason behind it as Risk of credit card transactions with the weightage of 38.1%
following with Risk of identity theft with 33.3%

67
QUES 18: Do you feel secure when shopping on the internet?

Here it is shown that most of the people feel secure while shopping on the internet with
the weightage of 61.3% following with the people who do not feel secure with 17.7% and
people who may be feel secure with the weightage of 21%.

QUES 19: Do you intend to continue purchasing products from the internet

in the near future?

Here it is shown that most of the people intend to continue purchasing products from
the internet in the near future with the weightage of 88.7% following with the people
who do not intend to purchase in future with 11.3%.

68
QUES 20: Features you think necessary for an online shopping site?

Here it is shown that most of the people think that for an online shopping website most
necessary feature is Privacy & Secure Checkout with the weightage of 28.6% following
with Customer Friendly with 23.8%, Multiple payment gateway with 19%, Social
networking integration with 14.3%, Credibility with 9.5% and Design at the last with
4.8%.

69
 CHAPTER-6
FINDINGS & CONCLUSION

70
 FINDINGS

The reports of each phase of the project had to be supplemented by the information, data,
facts and figures and significant findings and observation to support the feasibility of
decisions to be taken. The information so recorded in each phases of the project had to be
listed in order of their relevance and seriousness and presented in a form to facilitate
immediate inference.

Some of the important findings have been listed below:

1. The maximum age groups of students were of 20-25 with 50% and others following
as 15-20 with 32.3% & above 25 with 17.7%.
2. Most of the respondents were Female with 51.6% and the weightage of Male
respondents is 48.4%.
3. The educational qualification of the respondents were as Undergraduate is on the top
59.7%, graduate with 27.4%, Post Graduate with 12.9%.
4. Most of the respondents were single i.e. 90.3% and the weightage of married is 9.7 %.
5. Major number of people spend more than 3 hrs in a day the weightage is of 46.8%,
others following as 1-2 hrs a day as 40.3%, 2-3 days a week as 9.7 % , once a week
as 3.2%.
6. Maximum number of people shop online the weightage is of 93.5% and the weightage
of them who don’t shop online is 6.5%.
7. People who shop online usually shop as & when required the weightage is of 60.3%
and the less weightage i.e. 7% is of who shop once a year and others following as
once in a month with the weightage of 13.8% , once in 3-4 months with 10.3% ,
more than 6 months with 8.6 %.
8. Most of the people prefer cell phone as a medium for online shopping, the weightage
is 83.1% following with P.C as 16.9% and tablet as 0%.
9. The average amount most of the people spend while shopping online is
Rs.1000 - Rs.5000, the weightage is of 48.3% others following with the weightage as,

71
 Upto Rs.500 with 4.3%, Rs.500 - Rs. 1000 with 34.5% , Rs. 5000 - Rs. 10000 with
6.5%, Above Rs. 10000 with 6.4%.
10. The factor which motivates people to buy online are Wide range of products and
Convenience (ease of purchase, home delivery, ability to shop 24x7), the weightage is
of 48.3% and other factors are with the weightage as following, Easy payment as
29.3%, Price as 17.2%, No travel to shop as 29.3%, Time saving as 34.5%, Product
comparison as 24.1%, Superior selection and availability as 15.5%.
11. Most of the people feel that the online marketers are providing competitive prices, the
weightage is of 46.6% and others who do not feel that the online marketers are
providing competitive prices is with the weightage of 3.4% and those who can’t say is
46.6%.
12. Most of the people usually buy Electronic Gadgets and Clothing on internet, the
weightage is of 60.3% both following with Mobile/DTH recharges on the second
number with the weightage of 58.6%, and other products are with the weightage as
Books with 39.7%, Music/CD’s with 10.3%, Personal & healthcare with 25.9%, Gifts
with 31%, Infant/child items with 5.2%, Railway/Airline/Event tickets with 37.9%,
Office supplies with 3.4%, Food & Grocery with 10.3%, Sporting goods with 15.5%,
others with 0%.
13. Most of the people have visited the Flipkart store with the weightage of 88.1%
following with Amazon with 81.4%, Snapdeal & Paytm with 50.8%, Ebay with
11.9%, Shopclues with 27.1%, Jabong with 25.4%, Myntra with 37.3%, HomeShop18
with 22% & Others with 1.7%.
14. Mostly Special offers on sites helps the people to decide which site to use for the
online shopping, the weightage is of 37.3% following with Personal recommendation
on the second with 23.7% and others as, Search Engine with 15.3%, Online
Advertising with 11.9%, T.V /Newspaper Advertising with 11.9%.
15. Most of the people prefer Cash On Delivery as an option to make their online
payments with the weightage of 49.2% following with Debit/Credit Card payment
option on the second with 40.7% and others as Netbanking with 5.8%, E-wallet with
4.3% and Third Party Payment (e.g. PayPal,Mobiwik etc) with 1.3%.
16. Most of the people were Satisfied with their experience of online shopping with the
weightage of 56.9% others those who were Fully Satisfied are with the weightage of
20.7%, those who were Neither satisfied nor Dissatisfied are with the weightage of

72
 20.7%, those who were Fully Dissatisfied are with the weightage of 1.7% & those
who were Dissatisfied are with the weightage of 0%.
17. The people who never had online shopping have specified the reason behind it as Risk
of credit card transactions with the weightage of 38.1% following with Risk of
identity theft with 33.3%, I don’t know about online shopping with 9.5%, Internet
illiteracy with 0% & Other reasons with 19%.
18. Most of the people feel secure while shopping on the internet with the weightage of
61.3% following with the people who do not feel secure with 17.7% and people who
may be feel secure with the weightage of 21%.
19. Most of the people intend to continue purchasing products from the internet in the
near future with the weightage of 88.7% following with the people who do not intend
to purchase in future with 11.3%.
20. Most of the people think that for an online shopping website most necessary feature is
Privacy & Secure Checkout with the weightage of 28.6% following with Customer
Friendly with 23.8%, Multiple payment gateway with 19%, Social networking
integration with 14.3%, Credibility with 9.5% and Design at the last with 4.8%.

Some of the important observations have been listed below:

1. The findings show that Internet usage has increased over the years and it is leading to
an increase in online shopping and also shows the consumers attitude and perception
towards online shopping.

2. Online shopping is affected by demographics as it has been seen that more females
are shopping online as compared male online shoppers and there is a positive relation
between education and income levels with respect to the increased online shopping
behaviour.

3. The most important motivating factor, which influenced the online shopping, was
convenience followed by time saving and price. Regular online shoppers considered
convenience as the main motivating factor while buying and were less price sensitive.
But the online marketers should attempt to differentiate their products or services
making the comparison easier.

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4. One of the main concerns among the online shoppers was privacy and security.

5. Another reason that hindered online shopping was the touch factor. Consumers still
preferred the experience they get from traditional stores like feeling the store’s
atmosphere, interacting with a salesperson, and seeking sensory stimulation. This
might hinder the use of certain goods like grocery and apparel, as the touch factor is
the main factor, which drives the shopping for these goods.

6. The future of online shopping is bright especially in the categories of travel, books,
electronic gadgets and gifts.

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 RECOMMENDATIONS

Online shopping in India is poised for greater acceleration as PC and Internet penetration
grows. It is becoming one of the top Internet activities and there is a huge growth in this
business as more manufacturers and providers are integrating the Internet into their sales
model. But there are many things that need to occur in online shopping to generate higher
revenues and the key to it lies in the hands of the marketers. To make online shopping a
boom following methods can be followed.

1. India has a strong research and development (R&D) capability so companies should
innovate rapidly to take care of the security issues. Technology like text to speech
softwares should be innovated to take care of the security concern.

2. In India the total ownership of credit cards is small as compared to its population and
there are also hesitant in using it as a mode of online payment therefore alternative
methods of payment like cash on delivery (COD) where the end user pays cash after
the product is delivered and debit cards where the bank accounts are directly debited
should be used. Other technologies like encryption technologies trusted third-party
certifications; digital ID systems and prepaid cards should be used.

3. The consumers should be made aware that one of the safety aspect of using credit
cards online is that in case of disputed credit card payments for online transactions the
onus is on the merchants to prove that the transaction actually took place, as online
users don't physically sign a credit slip. As a result online users are protected from
fraudulent use of credit cards.

4. There is a growth in the cellular phone market in India, more merchants should make
use of this device allowing the customers to access the Internet and use it as mode of
payment thereby obviating the need for PCs and credit cards.

5. It is not only important to pay strong attention to the security issue and create new,
innovative safeguards that protect consumers but the merchants should promote these

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 safeguards to the marketplace and make the prospective consumers aware that the
communications, personal data, credit card accounts, and transaction information can
be protected.

6. One of the factors that hinder Internet penetration in India is access. More companies
should adopt click and mortar model with the real world operations to complement its
online presence for e.g. customers can walk to the office to access its services.

7. Merchants should provide goods and services that offer the right value for money.
There should be transparency in policies (returns, privacy, shipping, etc), insurance
against fraud and a good after sales services should be provided to consumers making
it an enjoyable experience.

8. Consumers today demand a better, more efficient and less cumbersome way to
compare and buy products online. Innovative service should be provided to
consumers so that they can compare products, which are available online using their
mobile phones.

9. Online shopping today is an incomplete, fragmented, and sometimes frustrating

process. Therefore merchants should set themselves apart from their competitors by
factors other than price, constantly innovate and move towards creating customer
confidence to trade online. They should provide massive selection at lower prices,
offer a personalized customer experience and their web sites should deliver a
shopping experience that addresses all of the consumer needs like recommendation
about the products, feedback from other customers, etc.

10. Vendors should educate the customers about e-commerce like educating them on
safety tips like reading the item description, looking for a seller’s feedback score and
asking questions, detecting spoof mails and informing them about the new online
crimes which happen regularly.

11. In India still the penetration of Internet has not happened the way it should have been
which hampers online shopping. Ecommerce revolution can be brought about by
providing more broadband connections at affordable prices.

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12. There is a huge market for business in the rural India therefore efforts should be such
that to bring these people also into experiencing online shopping. Companies should
create more Indian language software or content as Internet still is a primarily English
language world and language could be a barrier in rural India. Only few language
portals like webduniya.com exist today.

13. Most of the Indians still like to see the product before buying; efforts should be made
to change this mindset of the people by making them aware of the benefits of online
shopping.

14. To make online shopping big the shopping web sites should give the customers the
convenience to shop anything on a single site like ordering pizzas, movie tickets,
groceries, etc rather than in scattered places. The site should not only provide
information content but also tools to navigate and evaluate this information. The
information on the site should be just sufficient for the consumers to make a decision
and not to overload them with information, which results in confusion.

15. Convenience and time saving are the main reason to shop online. Therefore Business
to Consumers (B2C) sites should be designed in such a way that consumers spend less
time in finding information they are looking for as delays in searching or loading a
web page might turn the consumers to other sites which have faster download and
display times.

16. Since consumers control the experience they receive from shopping over the Internet,
there is a need to find ways of managing the amount of information available over the
Internet. Sites that are able to offer this information and present it in a simple way to
understand will become the preferred destination for online shopping.

17. The key to selling to a customer which cannot be seen is to get the customer to trust
the website with which they have electronic transactions.

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 18. Active participation from consumer marketing companies to manufacturing industries
is required to make online shopping a booming sector.

Some of the things, which the consumers should take into considerations while online
shopping, are:

1. Use a secure browser. The browser should comply with industry security standards,
such as Secure Sockets Layer (SSL).
2. Consumers should shop with the known companies, as it is easy to set up a shop
online under any name. If they are not familiar with a merchant they should ask for
paper catalogue or brochure to get a better idea about the merchandise and services
and should find about the company’s refund and return policies. Consumers should
also search for the reviews of the company.
3. Read the privacy policy on the site of the companies before shopping as this helps to
know what information is being collected and how it would be used.
4. Keep a print record of the transactions this would come handy in case of any fraud.
5. One should find out how the company secures the financial and personal information
before paying the bills.
6. The personal information should be kept private like address, telephone numbers,
email, etc. One should avoid using telephone numbers or date of birth for establishing
a password instead should use a combination of numbers, letters and symbols.
7. Proper research should be done about countries shopping laws and merchant when
shopping from other countries.

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 LIMITATIONS

1. The Study was confined only to the students of Faridabad, Palwal, New Delhi and
Noida so the study may not be generalized in a broader perspective.

2. The study has been conducted based on the data acquired from the online buyers of
India only and the findings may not be applicable to other countries of the world
because of socio-cultural differences.

3. As not all respondents would have been able to understand the questionnaire
correctly or misread the questions so there is a little chance of marking wrong
answers or incorrect choices.

4. The study is restricted to only students so in order to make more generalized, reliable
and significant conclusions a study employing larger sample size is needed.

5. Time-constraint has also been one of the limitations.

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 CONCLUSION

This research shows that online shopping is having very bright future in India. Perception
towards online shopping is getting better in India. With the use of internet, consumers can
shop anywhere, anything and anytime with easy and safe payment options. Consumers can do
comparison shopping between products, as well as, online stores.

1. A successful webstore is not the just a good looking website with the dynamic
technical features but is also emphasis on building the relationship with customers
with making money. Firstly understanding the customer’s needs and wants is very
essential for building a relations with the customers keeping companie’s promises
gives a customer a reason to come back and meeting the expectations gives them a
reason to stay.

2. It shows the company value towards its customers over the website communication.
Customers needs and the expectations are the not the same age, gender, experience,
culture are all the important factors. Users with more online influence focus on the
variables that directly influence the task .

3. To increase the online purchases business must use the significant time and money,
define, design, development, test, implement and maintain the webstore. It is very
easy to lose the customer but very difficult to gain the customer.

4. To remain in the online business a webstore should responding the customers emails,
notifying the customers problems and always being honest towards the customer.

5. Price factor and after sale factor play an important role in e-commerce business so
online marketers should give due importance to it as well as work on satisfying the
existing customer each time and offer new schemes day by day to attract new ones.

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ANNEXURES

81
 Biblography

1. Yi Jin Lima, Abdullah Osmanb, Shahrul Nizam Salahuddinc, Abdul Rahim Romled,
Safizal Abdullahe; 2015. “Factors Influencing Online Shopping Behavior: The
Mediating Role of Purchase Intention”, 7th International Economics & Business
Management Conference.
2. P. BALAJI; 2015. “Online shopping behaviour of college students”, International
Journal of Commerce and Business Management, vol. 8, Issue 1.
3. Narges Delafrooz, Laily H. Paim, Sharifah Azizah Haron, Samsinar M. Sidin and Ali
Khatibi; 2009. “Factors affecting students’ attitude toward online shopping”, African
Journal of Business Management, Vol. 3 (5), pp. 200-209.
4. Charles Comegys, Mika Hannula, Jaani Va¨ isa¨ nen; 2006. “Longitudinal comparison
of Finnish and US online shopping behaviour among university students: The five-
stage buying decision process”.
5. Dr. Sonal Kala, Rajesh Kumar Sharma; 2015. “Behavior of Customers’ Towards
Online Shopping In India”, International Journal Of Core Engineering & Management
(IJCEM), vol. 2, Issue 4.
6. Vilasini Jadhav, Monica Khanna; 2016. “Factors Influencing Online Buying Behavior
of College Students: A Qualitative Analysis”, TQR, The Qualitative Report, vol. 21,
no. 1,article 1.
7. Chayapa Katawetawaraks, Cheng Lu Wang; 2011. “Online Shopper Behavior:
Influences of Online Shopping Decision”, Asian Journal of Business Research, vol. 1,
no. 2.
8. Deepjyoti Choudhury, ABHIJIT DEY; 2014. “ONLINE SHOPPING ATTITUDE
AMONG THE YOUTH: A STUDY ON UNIVERSITY STUDENTS”, International
Journal of Entrepreneurship and Development Studies (IJEDS).
9. M. Mahesh Kumar, Sobha.P.G; 2015. “ONLINE SHOPPING BEHAVIOR AMONG
HIGHER EDUCATION STUDENTS WITH SPECIAL REFERENCE TO
PALAKKAD, KERALA, INDIA”, IJARIIE-ISSN (O), Vol-1 Issue-5.
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11. Yoo-Kyoung Seock; 2007. “The influence of college students' shopping orientations
and gender differences on online information searches and purchase behaviours”.
12. Talal Al-maghrabi, Charles Dennis, “The driving factors of continuance online
shopping: gender differences in behaviour among students – the case of Saudi
Arabia”.
13. Arpita Khare , Shveta Singh & Anshuman Khare ; 2010. “Innovativeness/Novelty-
Seeking Behavior as Determinants of Online Shopping Behavior Among Indian
Youth”
14. Arpita Khare & Amrut Sadachar ; 2014. “Collective Self-Esteem and Online
Shopping Attitudes among College Students: Comparison between the U.S. and
India”
15. Deborah H. Lester , Andrew M. Forman & Dolly Loyd ; 2008. “Internet Shopping
and Buying Behavior of College Students”.
16. Nirupma Gupta , Meenakshi Handa & Bharat Gupta ; 2007. “Young Adults of India-
Online Surfers or Online Shoppers”.
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Shopping Orientation and Online Shopping Behavior among Indian Youth”.

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BOOKS :

 Research Methodology……….. C.R. Kothari

 Statistical methods……………. S.P.Gupta

 WORLD WIDE WEB :

 https://en.wikipedia.org/wiki/OnlineShopping
 https://scholar.google.co.in/
 https://www.ssrn.com/
 Indian E-commerce companies on Wikipedia (Flipkart, Amazon, Snapdeal, Paytm, Ebay
Yebhi etc.)
 Indian E-Commerce statistics in Wikipedia.
 http://www.gaplus.in/

 NEWS PAPERS:

 The Times Of India

 Dainik Bhaskar
 Hindustan Times

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 QUESTIONNAIRE
Name: ________________________

I am a student of DAVIM, Faridabad and presently doing a project on “Online Shopping

Behaviour Among Students”.
I request you to kindly fill the questionnaire below and I assure you that the data generated
will be kept confidential.

PART-A

1. Age
 15-20
 20-25
 Above 25

2. Gender
 Male
 Female

3. Educational Qualification
 Undergraduate
 Graduate
 Post Graduate

4. Marital Status
 Single
 Married

PART-B

5. How often do you use internet?

 Once a week
 1 or 2 hrs a day
 2 to 3 days a week
 More than 3 hrs

6. Do you shop Online?

 Yes
 No

7. If yes, how often do you shop online?

 Once in a month
 Once in 3-4 months
 More than once in 6 months
 Once a year

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  As & when required

8. Which medium do you prefer for Online Shopping ?

 PC
 Tablet
 Cell Phone

9. Average amount that you spend while shopping online?

 Upto Rs.500
 Rs. 500 - Rs.1000
 Rs. 1000 - Rs. 5000
 Rs. 5000 - Rs. 10000
 Above Rs. 10000

10. What motivates you to buy Online?

 Easy payment
 Price
 Wide range of products
 No travel to shop
 Time Saving
 Product Comparison
 Convenience (ease of purchase, home delivery, ability to shop 24x7)
 Superior Selection/Availability

11. Do you feel that the online marketers are providing competitive prices?
 Yes
 No
 Can’t Say

12. What products you usually buy on internet?

 Books
 Music/CD’s
 Personal & healthcare
 Mobile / DTH Recharges
 Electronics Gadgets
 Clothing
 Gifts
 Infant/child items
 Railway/Airline/Event tickets
 Office supplies
 Food & Grocery
 Sporting goods
 Others, Please Specify___________________

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 13. Which of the following stores have you visited online?
 Flipkart
 Amazon
 Snapdeal
 Ebay
 Paytm
 Shopclues
 Jabong
 Myntra
 HomeShop18
 Others, Please Specify ____________________

14. What factors help you to decide which site to use for online shopping?
 Search Engine
 Personal Recommendation
 Special Offer On Sites
 Online Advertising
 T.V /Newspaper Advertising

15. How do you make your payments on internet ?

 Debit/Credit Card
 Netbanking
 E-wallet
 Cash on Delivery
 Third Party Payment (e.g. PayPal,Mobiwik etc)

16. Overall, were you satisfied with your experience of online shopping?
 Fully Satisfied
 Satisfied
 Neither satisfied nor Dissatisfied
 Dissatisfied
 Fully Dissatisfied

17. If you never had online shopping, please specify the reason
 I don’t know about online shopping
 Risk of credit card transactions
 Internet illiteracy
 Risk of identity theft

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  Other reasons, Please Specify _______________________

18. Do you feel secure when shopping on the Internet?

 Yes
 No

19. Do you intend to continue purchasing products from the Internet in the near Future?
 Yes
 No

20. Features you think necessary for an online shopping site. (Arrange them in your
preference)
 Multiple payment gateways
 Social networking integration
 Credibility
 Privacy and secure checkout
 Design
 Customer friendly

Thank You

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