1

A
DISSERTATION REPORT
ON

“CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING”

SUBMITTED TO

CHAUDHARY BANSI LAL UNIVERSITY

IN PARTIAL FULFILLMENT OF 2 YEARS FULL TIME COURSE MASTERS OF COMMERCE (M.COM)

SUBMITTED BY

PRIYANKA CHAWLA

Batch (2020-2022)

DEPARTMENT OF COMMERCE
MAHARAJA NEEMPAL SINGH GOVERNMENT COLLEGE
BHIWANI 127021

2
 DECLARATION

This to certify that Priyanka Chawla student of M.N.S government college, Bhiwani
studying in M. Com 4th semester, Roll no 201270501010 (college roll no – 220009168031)
has prepared Consumer Behaviour towards online shopping. Dissertation report for
partial fulfilment of the degree of Master of commerce from Chaudhary Bansi lal
University, Bhiwani.

I hereby declare that the dissemination report submitted to the M.N.S. Government
college, Bhiwani is a record of an original work done by me under the guidance of Dr.
Pawan Kumar Mittal.

The matter presented in this project had not been submitted by me for the award of any
degree or diploma from any other institute.

Signature of Supervisor Signature of Student

Dr. Pawan Kumar Mittal Priyanka Chawla

M.Com 4 th semester

Roll No =201270501010

3
 ACKNOWLEDGEMENT

First of all Want to express my thanks to the Principal and Head of the
department of commerce MNS Govt. College of Bhiwani for giving me this
opportunity to work on this important and strategic topic. I also express
something special. My special and heartfelt thanks to Dr. Pawan Kumar Mittal
who provided very useful and sincere guidance to complete my dissertation
report “CONSUMER BEHAVIOUR TOWARDS ONLINE SHOPPING. “

I don’t know how to express my grateful appreciation to my parents and

friends who always inspire me towards my goals and carry career
consciousness.

(Priyanka)

University Roll No. 201270501010

College Roll No. 220009168031

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 TABLE OF CONTENTS

Sr. No. Chapter No Content

1 A Declaration
2 B Acknowledgment
3 Chapter - 1 Introduction
4 Chapter - 2 Literature of review
5 Chapter - 3 Research Methodology
6 Chapter – 4 Analysis and interpretation
7 Chapter – 5 Finding & Conclusions
8 C Annexure
9 D References

5
 CHAPTER-1

INTRODUCTION

CONSUMER BEHAVIOUR :-

Online purchasing is a form of e-trade with lets in consumers to without delay buy good
or afferings from a seller by way of the usage of the net. Other names are e-keep, e-shop,
Internet save, internet keep, digital store and on line maintain. An on-line maintain
arouses the physical similarity of buying products in addition to afferings from Internet
preserve and this technique of purchasing is know as business organization – to
consumer on-line

6
buying. Online shopping is the exercising where in customers determine to purchasing
the product thru Internet has advanced into a brand new distributive channel for lots
products the use of the internet to save on line has become a primary purpose to use the
net, mixed with searching of merchandise and finding facts about them.

Therefore internet has advanced as a exceedingly aggressive market place, in which the
opposition over consumers is firece. In a few social networking Web page like online

7
shopping is being achieved, in which some retail online shops are to be had. The use of
Internet in India gives a developing prospect for online shopping. If E-Customers know
the

factors that have an effect on online manner and the connection amongst those
elements, in addition they are able to construct their new advertising and marketing
techniques to modify possible customers into energetic clients, patron behaviour is dealt
with as an try lot due to the fact some choices visibly have an effect on purchasr’s
consumers behaviour and anticipated moves. Consumer behaviour is the examine of the
way person Clients, firm or company pick holding use and dump concept, properly and
presenting to satisfy their desires and needs. It refers back to the actions to the
customers within the marketplace area vicinity and the fundamental motives for the ones
steps.

Online shopping will becomes extra famous into human beings every day life styles of
human perfer On line buying to everyday holding.Online shopping is handily and suitable
for people to select up the outcome they want the usage of cyberspace. Online
purchasing makes purchasing clean and existence turn out to be clean too. There are
numerous motives of transferring the customers searching for patterns in the direction of
on-line retail shop. The facility of evaluating your product with competitive products
broadly speaking bused on fee, coloration, length and pleasant is one in each of the
largest blessing purchasing of online holding. A brand new and traditional sale goods or
service is delivered to the customer via digital channels when they are purchased online.

8
It enables fast information on financial services and The ability to shop anywhere using a
secured credit and debit cards for online purchases.

Internet has changed the way that consumers shop and has quickly become a
worldwide viewpoint Many businesses phone or the internet has significant advantages.
In addition, supported the use of started adopting internet purchasing after Internet
advertising costs are falling, which can help people reduce their prices. products to

survive in markets that are noticeably competitive.Businesses use the Internet to supply,
join, and distribute information and goods. Customers now utilise the Internet in a
variety of ways, in addition to purchasing goods, to compare product features, costs,
warranties, and delivery options. Many experts are extremely optimistic about the future
of the online marketing industry.Students must explain the behaviour of online shoppers
from a variety of perspectives as a
commerce develops. Many studies make assumptions that are based mostly on tradition
al models of consumer behaviour before looking at the efficacy of E-Marketing

Consumers find a product of interest with the aid of traveling the Internet web site of the
store right now or with the aid of searching amongst opportunity vendors the use of a
buying searching for engine, which presentations the identically merchandise availability
and pricing at wonderful E – stores Web stores Online enterprise-to-business (B2B)
purchase is the term used to describe the system. As of 2016, customers can store
information online using a range of different computers and devices, including
computers, laptops, tablets, computers, and mobile devices It is also known as an
electronic store, an online store, and a virtual store. Previously, it was believed that the
most basic needs were for food, clothing, and shelter.The "Internet" has brought a higher

9
demand into the world today. a revolution in zone for communications The internet has
altered how consumers shop and make purchases. MNCs started using the internet with
the intention of reducing their marketing expenses and, as a result, the price of their
goods to compete more effectively. Additionally, businesses utilise the Internet to engage
with customers, disseminate marketing materials, solicit feedback, and carry out
customer satisfaction surveys. Customers utilise the Internet to purchase products with
the least amount of

convenience. The facilities for after-sale services they will acquire. In addition to the
shining potential of the E-business industry, the Internet offers businesses a singular
opportunity to more efficiently reach potential and existing customers.

10
FACTORS IMPACTING CONSUMER ATTITUDE
TO ONLINE STORAGE

When making a decision, consumers of various items who belong to various age groups,
social and cultural backgrounds, and come from particular geographical places, behave
differently. Every time a buyer makes a purchase in the market, cultural, social, personal,
and psychological factors are taken into consideration.

1. Culture elements
2. Social elements
3. Personal elements
4. Phycology elements.

1. CULTURAL ELEMENTS : Consumer behaviour is strongly influenced by cultural

variables as well as local subcultures and social dynamics. Each society is
11
 influenced by its culture, and this influences how people live and shop. Each
tradition comprises unique elements such as religion, nationalities, geographical
locations, corporations, and so forth. By segmenting the market into several
categories, markets can make use of these businesses.modest quantities. Culture
can be viewed as a way of life, which is Transition from one technology to the next
period. Culture isn't always constant. It is frequently an evolving, synthesising of
old and new ideas. People from various social institutions frequently have unique
wants and eating habits. Differences in their purchasing power lead to disparities.
According to some experts,

purchasing habits and behaviour could potentially be ways of belonging to its social
class and sense of self. Marketing campaigns could then be customised in
accordance with various social cultures.

2. SOCIAL ELEMENTS : Social factors influence customers' shopping behaviours.

Reference Corporations, own family role, and standing are crucial social aspects.
Reference businesses may influence a person's mentality or conduct. Reference
group effects differ across products and manufacturers. A reference institution is a
real or fictitious person or entity envisioned as having enormous significance for a
person's assessment, aspiration, or conduct. Customers are impacted by reference
institutions in two ways informational Using software to express costs. Modes:
Buyer conduct is strongly stimulated via the participants of a family. Therefore
marketers are searching for the job and affect of the husband, spouse and
youngsters. If the shopping for selection of a selected process specific roles and
status inside the society depending upon the groups, Clubs, Circle of relatives or
12
 employer to which he belongs. For example a girl is working in an organisation as a
finance manager. At the equal time, she is playing roles concurrently position of a
finance supervisor as well as position of a mother. The members of a family
substantially influence the behaviour of consumers. Therefore, marketers are
looking for employment and the impact of the husband, wife, and children. If a
chosen product is being purchased, based on the groups, process particular duties
and position within the society clubs, his family's inner circle, or his employer. For
instance, a girl functioning as a finance manager for an organisation. She is playing

while doing both things roles simultaneously playing that of a mother and a money
manager.

3. Personal element :- Personal variables may also have an impact on how

customers behave. Life-style, financial situation, occupation, age, and stage of
one's own family are some important personal factors that affect how one
shops.Self-concept and personality. Age and life cycle may have an effect on the
customer purchasing habits. It is obvious that customer preferences and choices
for products and offerings change throughout time. Modes: Family existence –
cycle consists of
different degrees which include young singles, married couples and unmarried
which help marketers to develop appropriate products for each stage. The
occupation of a person also has a enormous impact at the shopping for behaviour
of patron. For instance a advertising manager of an organization will try and buy
Business fits while a low stage employee inside the identical company will
13
 purchase cheaper clothes only. Consumers economic state affairs has first rate
influence an his buying behaviour. For instance, a company's advertising manager
will attempt to purchase Business works when a low-level employee of the same
firm purchases only cheaper clothing Consumers' economic circumstances have a
significant impact on his purchasing habits. If a customer makes more money, they
may have access to more expensive options, while someone making less money
will buy less expensive goods. Another important factor that significantly affects
consumer shopping behaviour is the clients' way of life. Lifestyle is the way a
person behaves in society and makes purchases that are appropriate for his
surroundings. Personality changes from person to person, over time, and in
different places. It has a fantastic impact

on how customers behave when shopping. The sum of a person's traits is their
personality.

4. Phycology elements :- There are four significant psychological elements that

greatly influence how buyers behave when purchasing. These are attitudes,
opinions, motivations, and beliefs. Customers' shopping behaviour is influenced by
their amount of motivation. Every man or woman has unique desires, including
physiologic aspirations, organic cravings, and social demands. Perception is the
process of choosing, arranging, and deciding on information in order to develop a
meaningful understanding of the industry. Selective attention, selective listortion,
and selective retention are the three distinct perceptual strategies. Customers
have specific attitudes and beliefs toward a variety of products. Entrepreneurs are
interested in them because these ideals and attitudes contribute to brand
14
 perception and influence customer purchasing behaviour. All of these components
work together to produce a comprehensive representation of customer behaviour
that reflects consumer decision-making. The fundamental components and the
process of selection marking influence patron behaviour.

15
Indian e-commerce businesses include:-

 Amezon :- Amazon India is a major online retailer. With a

broad selection of products and a reputation for being the
best e-commerce site in India, Amazon has recently turned
its attention to improving its delivery service by offering
customers delivery the same day. Amazon International
invested more than 8500 crores in Amazon India to fend off
its rivals.
 Flipkart :- One of the best e-commerce companies in India, Flipkart was

16
 founded in 2007 by Sachin and Binny Bansal. By growing 1,000 instances
over a decade, it has provided a terrific model for all aspiring start-ups.
Flipkart provides various kinds of stuff, from everyday necessities to
attractive, pricey, and functional items. According to a special issue of the
international journal of pure and applied mathematics, Flipkart's market
value is currently US$15 billion.

 Walmart :- One of the biggest retail companies in the world has offered
the majority of Flipkart, the dominant Indian e-commerce company. The
transaction is legal, with Walmart paying around $16 billion for the 77
percent share that has been kept by a number of the original investors,
including Binny Bansal, cross of Flipkart.

 Snapdeal :- Snapdeal, an e-commerce company founded in

2010 by two graduates named Kunal Bahl and Rohit Bansal,
ranks 0.33 in the top ten lists of such businesses. With its
headquarters in New Delhi, Snapdeal offers a wide variety
of products along with tempting daily local bargains on
things like restaurants, spas, travel applications, and more.

17
  Paytm :- As the term implies, pricing via mobile allows you to use its e-
pockets to accept transactions online. Although this Delhi-based e-
commerce

company was founded in 2010, the year 2016 saw growth for it. Currency
devaluation and the government is responsible for startup India have
contributed to the country's more than 300 percent year-on-year growth
over the past two years.

 eBay :- eBay, a primarily American multinational corporation, is one of

the most well-known global e-commerce companies. It offers a variety of
products, and one of the add-on features is that it enables you to resell used
second-hand goods at malleable prices.

 Zomato :- This website allows you to purchase foods web, and the affiliated
restaurant will deliver them right to your door. Zomato is growing quickly
since it also launched Gold Club in India, which means it has partnered with
the best restaurants in Delhi, Bangalore, and Mumbai.

The government of India has begun a campaign called "Digital India" to ensure that
inhabitants can access government programs online thru the enhanced online
facilities, greater Internet coverage, or by giving the nation smart empowerment in
the field of production. The initiative has ideas for luring rural communities with
high-speed internet networks. The three main parts of digital India are as follows.

18
 1. The creation of a flexible and reliable virtualized,
2. The delivery of powers online, and

3. Widespread media skills are the first three.

Findings underscore the previous sentence, modern India has made it possible for local
customers to shop internet in past years thanks to a good, stable digitalization. Just
because it obviously has connections to traditional advertising, business, and revenue
sources, every aspect of online purchasing is virtual, which implies that this is digital data
that is transferred on a computers or other comparable equipment

19
 The value of online shopping :-
Numerous capabilities that are included in internet buying further emphasise its
advantages. As a result, the capabilities are listed as:-

1) Available services 24 hours a day.

2) Simple access with a few devices

3) Use a single click to go across multiple websites.

4) Real-time comparisons are possible.

Five) Flexible Payment methods.

6) Offer cash back.

7) Impulse purchases.

8) The availability of a much wider range.

9) Provided accurate numbers.

10) Requires less time.

11) Practical costs.

12) Share your thoughts on the product.

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 Online shoppers encounter the following
issues :-

One of the biggest factors limiting more people from making online purchases is
the "consider element." Online traders are tempted to compromise people's
privacy out of fear that they would steal non-public information, commit fraud,
and other crimes. Secondary considerations might be summed up as "hassle
components," such as shipping costs, return policies, and the inability to physically
touch and feel the things before making a purchase.

1. Concerns about theft and privacy include: buyers are at higher risk of fraud at
the part of goods than the proper shop because to the lack of opportunity to
examine the products prior to purchase. Marchers run the risk of being
deceitful. Purchases could be made using credit cards that have been stolen or
given the prevalence of internet shopping.

2. Absence of full price Disclosure: Online pricing comparisons for products may
be simple to perform. It could be difficult to calculate the whole cost because
additional costs like shipping are sometimes hidden until the very end of the
checkout process.

3. Privacy: For some consumers, the privacy of personal information is a major

21
 issue. Many consumers wish to avoid receiving unwanted mail and
telemarketing calls, which would happen if they provide a Web service provider
their touch-records.

4. Carries out an inspection: A customer can only rely on basic images and/or
explanations of the item when shopping on the internet. If the user hasn't
previously been exposed to products dealing with certain features, they won't
have them anymore complete understanding of the product at the moment of
purchase.

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 CHAPTER - 2

REVIEW OF LITERATURE

Several articles are studies on consumer habits toward internet purchasing.

 Pritam P. Kothari and Shivganga S. Maindargi(2016) Titled "A Study on Customers

Attitude Toward Internet Shopping in India and its Impact: With Special Reference
to the City of Solapur. After analysing and interpreting the data, the study

23
 observed that customer occupation is unrelated to their online buying purchase
habits. The

researcher came to the final conclusion that online buying in India has a highly
promising future. Customers have the best options to save money and time while
purchasing online. Firms provide comprehensive product information, simple
payment options, the ability to compare prices, and—most importantly—a totally
hardship buying experience. The effectiveness of internet purchasing is based on
its appeal, brand reputation, and distinctive promotional strategies.

 Ashish Batt (2014) A study on "Customer Loyalty Against Online Ordering in

Various Areas of Gujarat" was conducted. Following the analysis, some of the
findings were that 49.5 percent of users from both regions agreed that the product
data displayed online is sufficient, 32 percent strongly agreed that online
transactions are secure, and 46.5 percent use cash on delivery for payment. 29.5
percent of people Both Areas bought computer peripherals; 40.5% of users in both
Areas bought items online for more than Rs. 2500; the average price of electronic
items is 2.83, making the statistics highly significant. Finally, the researcher came
to the conclusion that internet shopping is becoming more and more popular with
people, particularly with the younger generation, and has become popular with
people of all ages.

 Sonal Kala (2015) conducted a study on "Consumer Habits regarding Internet

Shopping in India." After analysing the data, the expert draws the conclusion that
users exhibit different purchasing habits when shopping online compared to in-
person. The responses of management students at Jaipur National University who
24
 are male and female did not differ much. The participants had a positive
impression of online purchasing.

 G. R. Shalini and K. S. Hememalini (2015) Carried out research just on aspects of

online commerce and consumers' intentions to buy items directly in Chennai. From
the data gathering, the author draws the conclusion that people prefer flip carts
for online ordering and that current generation has adopted the trend. The study
finds that attitudes, trust, and intentions for making online purchases are positively
correlated with website attributes

 Kalpna Mathur and Arti Sharma

on "A Study of Online Shopping Habits of Consumers in India" was conducted. 
According to the data analysis results, it takes more time to visit stores, malls, or ot
her retail locations. Consequently, a lot of people chose to shop online. Due to risin
g Internet usage among consumers and more affordable mobile Internet connectio
ns, online buying habits are quickly gaining ground and expanding yearly. Use of dis
count coupons and occupation had no discernible relationship.

 Chaturvedi and Gupta (2014)

Notice how twitter is influencing consumers  buying decision as well. They
come to  the conclusion that digital networks is an  effective and 
reasonably priced medium
for sales campaigns to draw in and reach as many customers as possible.

25
  Forber and Vespoli
show that while making purchases, people take into account the opinions of social 
media influencers and follow  their  advice  for both costly and 
affordable products. Therefore, they businesses should influence consumers to pu
blish on media.

 Dr. V. Vijayalakshmi (2018) So they are familiar with websites and electronic
commerce, young people and the current people (19 to 30) are primarily
particularly interested in making purchases online.

 Ahmed (2012) The primary factors influencing purchasing decisions in

industrialised countries include concerns about cost, quality, durability, and other
manufacturer factors, although criteria in poor countries may differ.

 Venkatesh (2000) Stated that customers' attitudes toward online buying are
positively impacted by the perceived convenience provided by internet vendors
because they view the internet as a tool that easily improves the results of their
shopping experiences. Youth advertisers have a lot of opportunity with online
buying.

 Wang (2006) Did a study to look at how U.S. national conference and visitor
bureaus are currently using the Web and estimate how they would be using it in
the future. With an emphasis on evaluating the apps contained in the bureaus'
Webpages, their Quality web advertising tactics, and their systems in relation to

26
 these Blogs, a poll was issued to 600 randomised American trade and visitor
bureaus. The findings show that the majority of bureaus' Internet marketing efforts
are often modest and concentrated on giving potential tourists travel advice.

 Babinetal (1994) The critical thinkers just make purchases in order to purchase a
certain commodity, in which case browsing is seen to be "an effort" or "job," the
argument goes.

27
 CHAPTER – 3

RESEARCH OF METHODOLOGY

Research method technique includes some of sports to be executed. These are arranged
in right series of timing for conducting research. One pastime after any other is executed
to complete the studies paintings.

28
TITTLE OF THE STUDY :- “A Comparative Study on consumer behaviour towards
online shopping.”

OBJECTIVES OF STUDY :-

 To realize approximately patron belief after online shopping.

 To learn about the age groups of folks that are much more likely to shop online.
 To realize approximately elements that client recollect for online shopping.
 To take a look at the frequency and type of merchandise patron pick to buy
online.
 To check the self belief of online buyer’s that why do they save online and for
folks who don’t shop online, they why not?

RESEARCH DESIGN :-

The Research layout of this have a look at is descriptive. The study is about the elements
that the factors that cause purchases behaviour in detection of online shopping.

AREA OF STUDY / SAMPLING PLACE :-

The area of operation is in Badhra (Charkhi Dadri ), Haryana.

Information is collected from the respondents in and around Badhra Town.

TARGET POPULATION :-

Online shopping consumer’s.

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TYPE OF DATA COLLECTED :-

The present study use of both primary and secondary data.

PRIMARY DATA :-

Primary data for this research has been collected through a survey ### consumers of
Badhra City of Haryana by using well designed questionnaire. Here, descriptive research
design was used to measure the involvement level. Convenient sampling technique was
used for selecting respondents.

SECOUNDRY DATA :-

To make primary data series extra particular, secoundry data will help to make it greater

. It helps to enhance the knowledge of the trouble. Secoundry data changed into
amassed from various resources such as exceptional published paper.

SAMPLING DESIGN :-

The method of sampling used in this research is simple random sampling method to
collect the primary data.

SAMPLE SIZE :-

78 samples were taken for the study.

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DATA COLLECTION INSTRUMENTS :-

 Questionnaire – with help of Google forms.

 Mobile interview.

STATISTICAL TOOLS USED :-

Here the data analysis instrument used for conducting the research is pie chart,
percentage methods are used with the help of MS Excel.

31
 CHAPTER – 4

DATA ANALYSIS AND INTERPRETATION

4.1. Population Profile of respondents.

Table 4.1 : population Profile based an gender

Gender No. Of respondents Percentage

Male 36.114 46.3
Female 41. 886 53.7

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 Figure 1

INTERPRETATION :- Show percentage wise analysis of the facts in recognize of the

gender wherein 53.7% of the respondents had been female who decide upon online
shopping and 46.3% of respondents have been male. This defines the E – commerce is
extra famous a few of the female for the trend fashion available online.

33
4.2 Population Profile base on age.

Table 4.2 Population Profile base on age

Age groups No. Of respondents Percentage

Teenage 8.58 11
20 – 30 58.968 75.6
30 – 40 7.644 9.8
40 – 50 1.872 2.4
50 above 0.936 1.2

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 Figure – 2

INTERPRETATION :- Show percent sensible analysis of the respondents age wherin

58.968% of the respondents have been between the age group of 20-30 and in age
institution of teenage 8.58 % of the respondents lie which defines that the kids is more

lively on the usage of the E – commerce website while in the age group of 30 – 40
7.644% of the respondents, 40 – 50 and 50 above beneath 3.6 % of old mam lies which
depicts that respondents of this age organisation are adopting the brand new way of era
& its usage and online shopping is certainly one of them that’s they are using the suitable
enjoy.

4.3 what do you..?

Table 4.3 Distribution of Respondents based on occupations.

Occupation Percentage
Students 70.7
Job holder 12.2
Business 3
Freelancer 2.8
Farmer 2.8

35
 Other 8.5

Figure – 3

INTERPRETATION
According to the respondents' occupations, 70.7 of the 55.146 survey participants whose 
replies are being reviewed are students12.2% of them have jobs, and the remaining 8.5 p
ercent are other.There are 3 percent of self-employed (business) enterprise persons,
but only 29.3 percent of them are working as any kind of employee while 70.7 percent ar

36
e in college or high school.According to their profession, the group of persons is describe
d above.

4.4 Have you ever online shopping

Table 4.4 Distribution of Respondents based on their utilization in online shopping

Definite choice Percentage

Yes 90
No 10

Figure – 4

INTERPRETATION :- Give an estimate of the proportion of participants who only made

purchases online. The most people who participant 90% of them engaged in online

37
purchasing, a minor but growing trend. Only 10 % of participants have completed their
offline purchase.

4.5 Have frequently do you purchase things online shopping

Particular Percentage
Once in month 52.4
Twice or five times in a 14.6
month
More than 5 times in a 7.3
month
Once in year 13.4
Never 12.2

38
 Figure – 5

INTERPRETATION :- 13.4 % of customers said they store online at the least as soon as a
year. 52.4 %of clients save online at the least as soon as every month, 14.6 %of clients
said

they store online at the least two time or five times in a month, 7.3 %of them stated they
keep online at the least extra than five times in a month, and 12.2 % of them stated thay
store online in no way.

4.6 Why do you perfer online shopping

Features Percentage
Security 9.2
Save time 52.6
Flexibility of price 14.5
Wide range of choices 22.4
Other 2.3

39
 Figure – 6

INTERPRETATION :- About one by two (1/2) of consumers said the top reason to online
is the ability to shop save time (52.6%), followed by security (9.2%), flexibility of price
(14.5%), wide range of choices (22.4 %), and other reasons (2.3 %).

4.7. How much have you spent online shopping in past year (2021)

40
 Amount of spending Percentage
Nothing 9.8
1 - 500 17.1
500 – 1,000 26.8
1000 – 2500 15.9
2500 – 5000 6.2
5000 – 10,000 14. 6
10,000 – 20,000 7.3
More than 20,000 3.3
Figure – 7

INTERPRETATION :- Demonstrate that 26.8 %of participants spent 500 – 1000 rupees.
While 17.1 % of consumers spent 1-500 rupees, another 15.9 %spent between 1000 and
2500 rupees, and 14.6 %spend an 500 and 1000 rupees, 9% of participants did not spent
any money, while 7.3 % spent between 5000 to 10000 rupees, within 10000 – 20,000
Rupees with 3.3 % of participants spending more for that amount.

4.8 Which products you would like to see on online shopping

Commodities Percentage
Cosmetics 19.2
Clothing 47.4
Electronics items 12.8
Home decoration 7.7
Health products 4.6
41
 Grocery 1.5
Jewellery 2.3
Book 1.5
Laptop 1.5
Mobile 1.5

Figure – 8

42
INTERPRETATION :- Show the commodities bought by way of respondents in 47.4 % of
those surveyed where as a 12.8% and 7.7 %of participants chose, respectively electronics
items and home (domestic) decorations merchandise.,1.5%of respondents have grocery
products other than the commodities enlisted.

4.9 What would be you best payment method if you buy on online shopping

Payment option Percentage

Credit cards 26.3
UPI 37.5
Net banking 20
Bank transfer 16.2

43
 figure – 9

INTERPRETATION :- Display the UPI activities with a selected 37.5 % present. 20 % of the
participants use their personal online banking, while 26.3 % of them use credit cards and
16.2 % bank transfer. For price related actions. Total determined by the participants
chosen methods of payment are listed beneath.

44
4.10 What would you prefer most when shop with online shopping

Factors Percentage
Quality of product 84.6
Cheap prices 15.4

Figure – 10

INTERPRETATION :- Show percentage wise analysis of quality of product and cheap price
an online platform in which 84.6% of respondents were highly prefer by quality of
products, 15.4% of respondents were satis perfer by cheap price products.

45
4.11 what would you rather have as a discount on online shopping

Offers Percentage
Free shipping 45.9
Buy on get one free 18.9
25% off on totle order 35.1

Figure – 11

INTERPRETATION :- Consumers valued unlimited free delivery (shipping) from paid

membership more than others 45.9%, followed by exclusive buy on get one free 18.9 %,
and 25% off on totle order 35.1 %.

46
4.12 Which of following websites have you used for online shopping

Online shopping site Percentage

Amazon 21.3
Flipkart 47.5
Meesho 28.7
eBay 1.2
Myntra 1.3

Figure – 12

INTERPRETATION :- Show that 47.5 percentages of the respondents become aware with
Flipkart as their preferred one. Only a 21.3 %of participants site amezon as their priority
online retailers, 28.7 % of those surveyed said Meesho was their best
47
as their favourite one. 28.7 percent of respondents recognised Meesho as their favourite
web site whilst any other 2.5 percent chose others like EBay, Mantra and so on. The type
based on the respondent’s preferred website is depicted within the pie chart below.

4.13 How satisfied are you with quality of online shopping products
Satisfaction level of Percentage
product
Very satisfied 25
Satisfied 42.5
Neutral 32.3
Dissatisfied Null
Very dissatisfied 2.2

Figure – 13

48
INTERPRETATION :- Show percentage wise analysis of satisfaction level of product in
consumers on online platform in which 42.5% of respondents were satisfied by
satisfaction level of product. 31% of respondents were neutral by satisfaction level, while
25% were in very (highly) satisfied and 2.2% respondents very dissatisfied by satisfaction
level of product.

4.14 Please select the reason for purchasing this product. Select all that apply

Definite choice Percentage

Need 34.6
Product of quality 39. 7
Transparency 11. 5
Preferred Brand 10.3
Santimental value 3.3
Help 1.6

49
 Figure – 14

INTERPRETATION :- Show that 39.7% of the respondents find a quality of product and an
34.6% respondents identifies of Need of product. 11.5% chose the Transparency and a
10.3% chose a particular brand and while 4.9% were Santimental value and help.

50
4.15 Thinking of similar products /services be the real (offline) market, how would you
compare the product /service offered by the online shop.

Quality of product Percentage

Much better 35.9
Somewhat better 26.9
About the same 16.7
Don’t know 14.1
Much worse 4.3
Somewhat worse 2.1

Figure – 15

INTERPRETATION :- Indicates that 35.9% of the respondents find a much better in

online products and an 26.9% chose the somewhat better. 16.7% respondents that about

51
the same offline market. 14.1% respondents are don’t know option chose and other 6.4%
respondents are much worse & somewhat worse chose the options.

4.16 How would you rate your overall online shopping experience

Availability of products Percentage

Excellent 25.6
Good 44.9
Average 26.9
Poor 2.6

Figure – 16

INTERPRETATION :- Indicates percent clever evaluation of availability of costumer on

online shopping platform wherin 44.9% of respondents had been good by means of the
provision of products even as 26.9% of respondents had been average (common), 25.6%

52
of the respondents have been tremendous and an 2.6% of respondents were poor
(terrible) by means of the availability of products.

4.17 What do you think about product delivery

Product delivery expected Percentage

Expecting 3 day’s 53.8
Expecting 4 day’s 26.9
Expecting 5 day’s 17. 9
Expecting 7 day’s 1. 4

Figure – 17

INTERPRETATION :- Show that 53.8 percent of the respondents find a product delivery
in a expecting 3 day’s, and an 26.9 percent respondents were expecting 4 day’s, 17. 9

53
percent respondents were expecting 5 day’s and 1.4percent respondents are expecting 7
day’s.

4.18 Top platform used for online shopping

Use of Equipment in online Percentage

shopping
Mobile phone 98.7
Tablet 1. 3
PC Null

54
 Figure – 18

INTERPRETATION :- Show the mobile phone are the pinnacle platform used for online
shopping at 98.7 %,followed by using pills at 1.3%, and PCs at null respondents.

4.19 Are you enjoy online shopping

Particular choices Percentage

Yes 79.5
No 3.6
Maybe 17.9

Figure – 19

55
INTERPRETATION :- Show percentage clever analysis of specific preferences of
consumers on online shopping platform in enjoy in which 79.5 percent of respondents
were satisfied via precise choice at the same time as 3.6 percent of respondents were
how not glad no longer happy by means of particular choices.

4.20 What method of shopping do you prefer

Particular Percentage
Online shopping 69.7
Offline shopping 30.3

Figure – 20

56
INTERPRETATION :- Show clients desire over the available shopping methods. 69.7
percent of the respondents have selected online shopping over online purchasing. But
the relaxation 30.3 percent favored to buy thru offline shopping.

4.21 The biggest drawback of online shopping

Problem faced by online Percentage

shopping
Lack of physical shopping 35
Not able to touch feel and 37.5
try a product
Scam and fraud 10
Delay in delivery 17. 5

Figure – 21
57
INTERPRETATION :- Show can derive that not able to touch feel and try a product via
37.5% of respondents. While a 35% of respondents had been loss of physical shopping as
the foremost hassle. 17. 5% of respondents become aware of delay in shipping as a larger
problem even as a 10%of of respondents goes with different troubles which are scam and
froud right here. The classification of trouble confronted by means of the respondents
are described within the pie chart.

CHAPTER – 5

FINDING & CONCLUSIONS

58
 The observe entitled "Consumer behaviour towards online shopping" has been
conducted to examine and examine client behaviour closer to online shopping. The take
a look at has been carried out with the aid of obtaining primary data from 78 participants
using a questionnaire as a framework.

The major locating of study on consumer behaviour closer to online are :-

 Majority of the respondents are female comprising of 53.7 % of total population.

 Mostly of the respondents belongs to the age group of 20-30 years i.e. mostly

consumers.
 Mostly students are surveyed and it also includes some populations of consumers.
 Mostly respondents like online shopping.
 Mostly respondents are once in a month online platform.
 22.4% respondents are wide range of choices of products.
 Mostly respondents 500 – 1000 Rs. Spend on online shopping past year (2021).
 Mostly respondents are purchasing is clothing online shopping.
 Mostly of the respondents used UPI for online shopping.
 Mostly respondents are factor’s quality of products in online shopping.
 Mostly respondents like free shipping charges for online shopping.
 Mostly respondents are used Flipkart websites in online shopping.
 42.5% respondents ever been a satisfied during the online shopping.
 39.7% respondents are reasonable product quality in online shopping.
 35.9% respondents have been a much better product quality during the online
shopping.
 Half respondents are good availability of products in online shopping.
 Mostly respondents are products delivery expecting 3 day’s in online shopping.
 Mostly respondents are mobile phones used for online shopping.
59
  Mostly respondents enjoy online shopping.
 Mostly respondents prefer online shopping.
 37.5% respondents ever been a able to touch feel and try a product are online
shopping.

60
 ANNEXURE – 1
QUESTIONNAIRE
Your gender
Male
Female

Your age

Teenage

20 – 30

30 – 40

40 – 50

50 above

What do you

Students

Job Holder

Businessman

Freelancer

Farmer

Other

61
 Have you ever online shopping

Yes

No

How frequently do you purchase things online

Once in a month

Twice or five times in a month

More than 7 times in a month

Once in year

Other

Why do you perfer online shopping

Security

Saves time

Flexibility of price

Wide range of choices

Other

62
 How much have you spent for online shopping in past year (2021)

Nothing

1-500 Rs.

500 – 1000 Rs.

1000 – 2500 Rs.

2500 – 5000 Rs.

5000 – 10000 Rs.

10000 – 20,000 Rs.

More than 20,000 Rs.

Which products you would like to see on online shopping.

Cosmetics

Clothing

Electronics item

Home decoration

Health product

Grocery

Jewellery

Other

63
 What would be you best payment method if you buy on online shop.

Credit card

UPI

Net banking

Bank transfer

What would you prefer most when shop with online shopping.

Quality of product

Cheap prices

What would you rather have as a discount on online shopping.

Free shipping

Buy one get one free

25% off on totle order

Other

Which of the following websites have you used for online shopping.

Amazon

64
 Flipkart

Meesho

eBay

Other

How satisfied are you with the quality of online shopping products.

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Please select the reason for purchasing this product. Select all that apply.

Need

Product quality

Transparency

Preferred Brand

Santimental value

65
 Other

Thinking of similar products /services be the real (offline) market, how would
you compare the product /service offered by the online shop.

Much better

Somewhat better

About the same

Much worse

Somewhat worse

Don’t know

How would you rate your overall online shopping experience.

Excellent

Average

Poor

What do you think about product delivery.

66
 Expecting 3 day’s

Expecting 4 day’s

Expecting 5 day’s

Other

Top platform used for online shopping.

Mobile phone

Tablet

PC

Are you enjoy online shopping.

Yes

No

Maybe

What method of shopping do you prefer.

Online shopping

67
 Offline shopping

The biggest drawback of online shopping.

Lack of physical shopping

Not able to touch, feel and try a product

Scam & fraud

Delay in delivery.

68
 BIBLIOGRAPHY

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  Babinetal .(1994) , “Work and / or fun : measuring hedonic and utilitarian
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 Shalini & HemaMalini (2015) “A Study Of Online Shopping Website Characteristics

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