“A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE

SHOPPING”

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

HRIDHYA V.V
(CCASBCM156)
Under the supervision of

Prof. BABY JOHN C.L.

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021
 CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY ON CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING” is a bonafide record of project done by HRIDHYA V.V,
Reg. No. CCASBCM156, under my guidance and supervision in partial fulfillment of the
requirement for the award of the degree of BACHELOR OF COMMERCE and it has not
previously formed the basis for any Degree, Diploma and Associate ship or Fellowship.

Prof. K.J.JOSEPH Prof. BABY JOHN C.L.

Co-ordinator Project Guide
 DECLARATION

I, HRIDHYA V.V, hereby declare that the project work entitled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING” is a record of
Independent and bonfire project work carried out by me under the supervision and guidance of
Prof. BABY JOHN C.L., Department of Commerce, Christ College, Irinjalakuda.

The information and data given in the report is authentic to the best of my knowledge. The report
has not been previously submitted for the award of any Degree, Diploma, Associate ship or other
similar title of any other university or institute.

Place: Irinjalakuda HRIDHYA V.V

Date: CCASBCM156
 ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all people who have
helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose divine
guidance; I have been able to complete this work successfully.

I would like to express my sincere obligation to Rev.Dr. Jolly Andrews, Principal-in- Charge,
Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof. K.J.Joseph, Co-ordinator of B.Com (Finance), for providing proper help
and encouragement in the preparation of this report.

I am thankful to Ms. Smitha Antony, Class teacher for her cordial support, valuable information
and guidance, which helped me in completing this task through various stages.

I express my sincere gratitude to Prof. Baby John C.L., whose guidance and support
throughout the training period helped me to complete this work successfully.

I would like to express my gratitude to all the faculties of the Department for their interest
and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my college for their
wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in completing this report
successfully.
 TABLES OF CONTENTS

CHAPTER CONTENTS PAGE

NO. NO:
LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 1–3

CHAPTER 2 REVIEW OF LITERATURE 4–5

CONCEPTUAL REVIEW
CHAPTER 3 6–8

DATA ANALYSIS AND

CHAPTER 4 9 – 30
INTERPRETATION

FINDINGS, SUGGESTIONS &

CHAPTER 5 31 – 33
CONCLUSION

BIBLIOGRAPHY

ANNEXURE
 LIST OF TABLES

TABLE
TITLE PAGE
NO:
NO:
Table showing gender of respondents
4.1 9

Table showing age of respondents

4.2 10

4.3 Table showing respondents tendency to shop online 11

4.4 Table showing how frequently respondents buy online 12

4.5 Table showing which online retailers respondents 13

typically use

4.6 Table showing what types of products respondents 14

typically buy online

4.7 Table showing whether respondents recommend online 15

shopping to a friend or family members

4.8 Table showing why respondents prefer online 16

shopping

4.9 Table showing whether respondents felt any problem 17

while conducting online purchase

4.10 Table showing what kind of problem respondents 18

faced while conducting online purchase

4.11 Table showing how much have respondents spent for 19

online shopping in past year

4.12 Table showing mode of payment 20

4.13 Table showing online shopping are risky 21

4.14 Table showing shopping on internet saves time 22

4.15 Table showing respondents level of satisfaction with 23

the service quality among the online websites

4.16 Table showing the importance of speed of delivery 24

4.17 25
Table showing the importance of price in online
shopping
4.18 26
Table showing difference between the expectation and
the real product would influence satisfaction
4.19 27
Table showing that the personal information is kept
confidential when buying products online

4.20 28
Table showing online shopping had a reasonable
return and exchange policy.
4.21 29
Table showing websites layout helps in searching the
products easily

4.22 Table showing that the payment information is kept 30

secure when buying products online
 LIST OF CHARTS

FIGURE
TITLE PAGE
NO:
NO:
Chart showing gender of respondents
4.1 9

Chart showing age of respondents

4.2 10

Chart showing respondents tendency to shop online 11

4.3

Chart showing how frequently respondents buy online 12

4.4

Chart showing which online retailers respondents 13

4.5 typically use

Chart showing what types of products respondents 14

4.6
typically buy online

Chart showing whether respondents recommend 15

4.7
online shopping to a friend or family members

Chart showing why respondents prefer online 16

4.8
shopping

Chart showing whether respondents felt any problem 17

4.9
while conducting online purchase

Chart showing what kind of problem respondents 18

4.10
faced while conducting online purchase

Chart showing how much have respondents spent for 19

4.11
online shopping in past year

Chart showing mode of payment 20

4.12
4.13 Chart showing online shopping are risky 21

4.14 Chart showing shopping on internet saves time 22

4.15 chart showing respondents level of satisfaction with 23

the service quality among the online websites

4.16 Chart showing the importance of speed of delivery 24

4.17 25
Chart showing the importance of price in online
shopping
4.18 26
Chart showing difference between the expectation and
the real product would influence satisfaction
4.19 27
Chart showing that the personal information is kept
confidential when buying products online

4.20 28
Chart showing online shopping had a reasonable
return and exchange policy.
4.21 29
Chart showing websites layout helps in searching the
products easily

4.22 Chart showing that the payment information is kept 30

secure when buying products online
 Introduction of Online Shopping
Online shopping is the process whereby consumers directly buy goods from a seller
interactively in real-time without an intermediary over the internet. Online shopping is the
process of buying goods and services from merchants who try to sell their products to people
who surf the internet. Shoppers can visit web stores from the comfort of their homes and
shop as they sit in front of the computer. Consumers buy a variety of items from online
stores.

Online shopping has become a popular method for purchasing and selling goods due to
many reasons. Because of the busy schedule of people, they face the problem of time
management. As a solution for that problem, people tend to use online shopping, because of
limited time; consumers have ability to get complete information about the product which
they plan to purchase, and they can review variety of products and can choose most
compatible item from them. There are no domestic or international barriers in the online
shopping. Therefore, people can purchase and consume not only domestic product but also
product from foreign countries.

As the internet is truly a worldwide phenomenon. The number of internet users have grown,
this growth and diverse internet population means the people having diverse taste and
purposes are now going to web for information and to buy products and services. Now days
internet is not just another medium to get in touch with customers, but it is an important
channel to find potential customers as well as channel to continue relationship with existing
customers. Essentially, the idea of online shopping is to lead customers to a convenient way
of shopping, customers will be able to save their time and money, plus retrieve all the product
information with just few clicks in a few minutes, plus purchasing can be made anywhere,
anytime according to their preferences.

1
 Statement of problem
Online marketing has gained a lot of importance in present marketing conditions. But
along with its vital growth the number of scamps, fraudulent practices and cheating also has
increased. Such cheating activities have created fear in the minds of customers and also an
adverse impact in the attitude of consumers towards online purchase. The problem area of the
survey is consumer’s satisfaction and attitudes towards online shopping will determine the
factors that influence customers to shop online and those factors will help the marketers to
formulate dare strategies towards online marketing.

Scope of study

 Quality and availability of product.

 Mode and speed of delivery of the product.
 Features of the shopping website.

Objectives

 To find out the satisfaction level of the customers for online purchase.
 To analysis features that consumers expect at an online shopping.
 To analysis socio economic background of customer.

2
 Background of the study

Nowadays, people cannot think about their life without online shopping. This online

shopping has become successful due to digitalization of the business. It has been seen that

the business of the retail market has been expanded by online shopping. Before

implementing electronic commerce in the business, the companies need to design their

own websites. Online shopping is a very essential requirement for the retail business. It

has been evident that most of the retail companies have brought innovation in their

business by implementing online shopping. Recently several retail companies have made

the website for online shopping. Online shopping is a unique process of shopping by

which people can purchase the products within a very short time. Online shopping is very

convenient, and it is one of the biggest parts of any business. This convenience quality of

online shopping makes the customers more comfortable. The customers can avoid

waiting for a long time in the queue due to the facility of online shopping. Online

shopping is the process where the customers can purchase their products and oppositely

the company can attract more customers. The companies maintain customer satisfaction

by seeking the feedback of the customers asking some questions to the customers and

analyzing the online comments. These all strategies can be maintained through online. It

has been seen that maximum company have implemented the strategy of giving a rating

according to the quality of the products, or the according to the online services which are

provided by the company through their websites. By the ratings of the customers, the

company can evaluate their online performances. Some customers also give some

comments on the company’s websites regarding the products, online performances and

3
many more.

Online shopping has brought great success in the business of retail companies. If the

customers do not like any particular brand' product then they can go for another option

without wasting any time. The purchased products are also delivered to the customers'

door by the company and it is one of the biggest facilities of online shopping. Thus, it can

be stated that online shopping imparts a great impact on customer engagement and

improvement of customer satisfaction as well.

4
Customer satisfaction models

Customer satisfaction model link People and performance and assesses the impact of

Product and its price as well as promotion.

Figure 3: Customer satisfaction model

This model states that to achieve Customer Satisfaction, retails should exceed expectation

of customers in terms of product, its value and quality. Further it states to group the

satisfied customer to create a market. And use scale economics and market clout methods

to generate profits by leveraging the market.

Kano Model of Customer

Satisfaction – Introduction-

Nowadays, retail business is focusing to maintain the existing customer rather than

creating the new base since customer loyalty is more beneficial for the business. And

customer loyalty depends on the customer’s impression regarding the product and its

5
quality.

Kano model was first published in 1984 in an article by Professor Kano. Kano model

provides a method to understand the customer needs, which in turn can be used to create

or alter the product and thus help in satisfying the customers. Kano model provides

answers to questions like to provide customer satisfaction which services and what kind of

products can be made available to the consumers.

Figure 4: Kano model of customer

satisfaction

According to Kano’s Model, customer satisfaction is affected by below attributes-

 Basic factors- Basic factors are considered as prerequisites by customers. If these basic

factors are not fulfilled it causes dissatisfaction to the customers but the mere fulfilment

of these does not cause satisfaction in customers. This attribute is taken for granted by the

customers.

 Performance factors- Performance factor varies linearly with level of satisfaction.

Customer is happy and satisfied is the performance is high and customers are

unhappy and dissatisfied if the performance is low.

6
7
8
  Excitement factors- The Excitement factor excites the customers and make them

delightful. This factor generally satisfies the customers by exciting them with offers but if

this factor is unavailable it does not cause any dissatisfaction in the customers.

There are three more attributes to Kano’s Satisfaction model, but customers are

unaffected by those. These attributes are Reverse attribute, Indifferent attribute and

questionable attribute

9
 History of online shopping
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 in1995. The growth of the internet as a secure shopping channel has
developed since 1994, were among the pioneering retail categories which fuelled the growth of
online shopping. Researchers found that having products that are appropriate for e- commerce as 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.
Electronic commerce is popularly known as e-commerce. An e- commerce business model
“enables a firm/individual to conduct business over an electronic network, typically the internet”.
The biggest advantage of an e- commerce is that the size of the market gets enlarged. Hence the
business gets bigger and the consumers have better access to quality products and services. The
consumer and seller or service provider interaction gets better and efficient.
 Factors affecting customer satisfaction
Accessibility: You need to ensure that customer is able to find and access your product and
services efficiently without barrier and friction.

Navigation: Navigating and browsing your store should be a straight forward and simple
process. This includes providing users who know what they want with an effective keyword
search.

Page load and speed: Its simple rule the faster your website loads, the happier your visitors.

Language: Speaking of your customer in their preferences language is pivotal for your
business. More than 50% of customer won’t make a purchase if information about a
product isn’t available in their language.

Personalized: By personalizing the experience and sharing the right contact, at the right time
with the right people, you can make introduction faster, easier.

Convenience: It is an essential element of a positive customer experiences. It influences how

customer makes decision about what to buy, what service to use.
 DATA ANALYSIS AND INTERPRETATION
Data analysis and interpretation is the process of assigning meaning to the collected
information. Here the questionnaire was prepared for measuring satisfaction level of
customers towards online shopping. The primary data collected by survey from Christ
College students. Questionnaire was tabulated, converted into percentage and displayed both
in table as by graphical representation for analysis. Based on the data, interpretation was
made.

Percentage Analysis

Table 4.1 showing gender of respondents.

Option Number of customers Percentage
Male 31 38
Female 19 62
Total 50 100
(Source: Primary Data)

The customers are divided into two categories Male and Female. In this 38% of customers
are Male and 62% of customers are Female.

Figure 4.1 showing gender of respondents.

Male
Female
Table 4.2 showing age of respondents.
Option Number of employees Percentage
18 3 6
19 2 4
20 29 58
21 8 16
22 1 2
23 1 2
24 1 2
25 4 4
26 1 2
Total 50 100
(Source: Primary Data)

In this table there should be 6% of customers age are 18, 4% of customers age are 19, 58%
of customers age are 20, 16% of customers age are 21, 2% of
customers age are 22, 2% of customers age are 23, 2% of customers age are 24,
4% of customers age are 25 and 2% of customers age are 26.

Figure 4.2 showing age of respondents.

70%

60%

50%

40%
Age
30%
20%

10%

0%
18 19 20 21 22 23 24 25 26
Table 4.3 showing respondents tendency to shop online.
Option Number of customers Percentage
Yes 47 94
No 3 6
Total 50 100
(Source: Primary Data)

94% of customers use online shopping and 6% of customers never use online shopping.

Figure 4.3 showing respondents tendency to shop online.

Yes No
Table 4.4 showing how frequently respondents buy online.
Option Number of customers Percentage
Once a month 14 28
Once in 6 months 20 40
Once in a year 14 28
Never brought online 2 4
Total 50 100
(Source: Primary Data)

The customers how frequently buy online should be divided into four categories. In this,
there should be 28% of customers use once a month, 40% of customer’s use one in 6
months, 28% of customers use once in a year and 4% of customers never brought online.

Figure 4.4 showing how frequently respondents buy online.

Once a month Once in 6 months Once in a year

Never brought online
Table 4.5 showing which online retailers respondents typically use.
Option Number of customers Percentage
Amazon 24 48
Flip kart 20 40
Ajio 4 18
Others 2 4
Total 50 100
(Source: Primary Data)

48% of customers typically use Amazon retailer, 40% of customers use Flip kart, 18% of
customers use Ajio retailer and 4% of customers use others.

Figure 4.5 showing which online retailers respondents typically use.

60%

50%

40%
Amazon Flip kart Ajio
Others
30%

20%

10%

0%
Amazon Flip kart Ajio Others
Table 4.6 showing what types of products respondents typically buy online.
Option Number of customers percentage
Accessories 9 18
Clothes 15 30
Cosmetics 18 36
Electronics 3 6
Anything 5 10
Total 50 100
(Source: Primary Data)

Various types of products customers typically buy online. In this table 18% of customers buy
accessories, 30% of customers buy clothes, 36% of customers buy cosmetics, 6% of
customers buy electronics and 10% of customers buy anything from online.

Figure 4.6 showing what types of products respondents typically buy online.

40%

35%

30%

25% Accessories Clothes Cosmetics Elect

Anything
20%

15%

10%

5%

0%
AccessoriesClothes CosmeticsElectronicsAnything
Table 4.7 showing whether respondents recommend online shopping to a friend or
family members.
Option Number of customers Percentage
Yes 44 88
No 6 12
Total 50 100
(Source: Primary Data)

88% of customers recommend online shopping to a friend or family members and 12% of
customers would not recommended.

Figure 4.7 showing whether respondents recommend online shopping to a friend or

family members.

Yes No
Table 4.8 showing why respondents prefer online shopping.
Option Number of customers Percentage
Convenient & time 13 26
saving
Low prices 11 22
Products variety 12 24
Home delivery 10 20
Others 4 8
Total 50 100
(Source: Primary Data)

There are five cases why respondents prefer online shopping. 26% of customers prefer in
convenient & time saving, 22% of customers prefer in low prices, 24% of customers prefer in
products variety, 20% 0f customers prefer in home delivery and 8% customers prefer others.

Figure 4.8 showing why respondents prefer online shopping.

Convenient & time saving Low prices

Products variety Home delivery Others
Table 4.9 showing whether respondents felt any problem while conducting online
purchase.
Option Number of customers Percentage
Yes 24 48
No 26 52
Total 50 100
(Source: Primary Data)

48% of customers have felt any problem while conducting online purchase and 52% of
customers haven’t felt any problem.

Figure 4.9 showing whether respondents felt any problem while conducting online
purchase.

Yes
No
Table 4.10 showing what kind of problem respondents faced while conducting
online purchase.
Option Number of customers Percentage
Delay in delivery 6 15
Cheap product quality 10 25
Product damage 7 17.5
Non delivery 2 5
Others 15 37.5
Total 40 100
(Source: Primary Data)

From fifty customers only forty respondents has faced problems while conducting online
purchase. In this table, there should be 15% of customers face delay in delivery, 25% of
customers face cheap quality product, 17.5% of customers face product damage, 5% of
customers face non delivery and 37.5%customers face others.

Figure 4.10 showing what kind of problem respondents faced while conducting
online purchase.

Delay in delivery Cheap quality product Product damage

Non delivery Others
Table 4.11 showing how much have respondents spent for online shopping in past
year.
Option Number of customers percentage
Nothing 4 8
1 – 2500 Rs 29 58
2500 – 5000 Rs 8 16
5000 – 10000 Rs 3 6
More than 10000 6 12
Total 50 100
(Source: Primary Data)

There are five categories, 58% of customers spent for online shopping in past year under the
category 1 – 2500 Rs and 6% of customers under the category 5000 – 10000 Rs.

Figure 4.11 showing how much have respondents spent for online shopping in
past year.

Nothing
1 - 2500 Rs
2500 - 5000 Rs
5000 - 10000 Rs
More than 10000
 Table 4.12 showing mode of payment.
Option Number of customers Percentage
Credit card 1 2
Debit card 9 18
Online bank transfer 2 4
Cash on delivery 38 76
Total 50 100
(Source: Primary Data)

In this table, there should be 76% of customers use cash on delivery method, 18% of
customers use debit card method, 4% of customers use online bank transfer method and 2%
of customers use credit card payment method.

Figure 4.12 showing mode of payment.

Credit card Debit card

Online bank tranfer
Cash on delivery
Table 4.13 showing online shopping are risky.
Option Number of customers Percentage
Strongly disagree 4 8
Disagree 7 14
Neutral 33 66
Agree 6 12
Strongly agree 0 0
Total 50 100
(Source: Primary Data)

66% of customers are response neutral with online shopping is risky and only 8% of
customers are response strongly disagree with online shopping is risky.

Figure 4.13 showing online shopping are risky.

Strongly disagree Disagree

Neutral
Agree Strongly agree
Table 4.14 showing shopping on internet saves time.
Option Number of customers Percentage
Strongly disagree 1 2
Disagree 3 6
Neutral 15 30
Agree 26 52
Strongly agree 5 10
Total 50 100
(Source: Primary Data)

52% of customers are response agree with shopping on internet saves time and only 2% of
customers response strongly disagree with shopping on internet saves time.

Figure 4.14 showing shopping on internet save time.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.15 showing respondents level of satisfaction with the service quality
among the online websites.
Option Number of customers Percentage
Strongly disagree 0 0
Disagree 4 8
Neutral 19 38
Agree 25 50
Strongly agree 2 4
Total 50 100
(Source: Primary Data)

50% of customers are response agrees with the service quality among the online
websites and 8% of customers disagree with the service quality among the online websites.

Figure 4.15 showing respondents level of satisfaction with the service quality
among the online websites.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.16 showing the importance of speed of delivery.
Option Number of customers Percentage
Strongly disagree 2 4
Disagree 1 2
Neutral 14 28
Agree 22 44
Strongly agree 11 22
Total 50 100
(Source: Primary Data)

44% of customers are response agrees with the speed of delivery important and 2% of
customers are disagreeing with the speed of delivery important.

Figure 4.16 showing the importance of speed of delivery.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.17 showing the importance of price in online shopping.
Option Number of customers Percentage
Strongly disagree 0 0
Disagree 1 2
Neutral 14 28
Agree 27 54
Strongly agree 8 16
Total 50 100
(Source: Primary Data)

54% of customers are response agree with the price is important when shopping and 2% of
customers are disagree with the price is important when shopping online.

Figure 4.17 showing the importance of price in online shopping.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.18 showing difference between the expectation and the real product
would influence satisfaction.
Option Number of customers Percentage
Strongly disagree 2 4
Disagree 8 16
Neutral 13 26
Agree 24 48
Strongly agree 3 6
Total 50 100
(Source: Primary Data)

48% of customers are response agrees with the difference between the expectation and the
real product would influence satisfaction and 4% of customers are strongly disagreeing with
this statement.

Figure 4.18 showing difference between the expectation and the real product
would influence satisfaction.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.19 showing that the personal information is kept confidential when
buying products online.
Option Number of customers Percentage
Strongly disagree 2 4
Disagree 2 4
Neutral 26 52
Agree 18 36
Strongly agree 2 4
Total 50 100
(Source: Primary Data)

52% of customers are response neutral with the statement that the personal information is
kept confidential when buying products online and 4% customers are strongly disagree with
this statement.

Figure 4.19 showing that the personal information is kept confidential when
buying products online.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.20 showing online shopping had a reasonable return and exchange policy.
Option Number of customers Percentage
Strongly disagree 0 0
Disagree 3 6
Neutral 14 28
Agree 31 62
Strongly agree 2 4
Total 50 100
(Source: Primary Data)

62% of customers are response agree with the online shopping had a reasonable return and
exchange policy and 6% of customers are disagree with the online shopping had a reasonable
return and exchange policy.

Figure 4.20 showing online shopping had a reasonable return and exchange
policy.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Table 4.21 showing websites layout helps in searching the products easily.
Options Number of customers Percentage
Strongly disagree 0 0
Disagree 0 0
Neutral 13 26
Agree 30 60
Strongly agree 7 14
Total 50 100
(Source: Primary Data)

60% of customers are response agree with the websites layout helps in searching products
easily and here there is no more customers response disagree with this statement.

Figure 4.21showing websites layout helps in searching the products easily.

Strongly disagree Disagree

Neutral
Agree
Strongly agree
Table 4.22 showing that the payment information is kept secure when buying
products online.
Option Number of customers Percentage
Strongly disagree 2 4
Disagree 1 2
Neutral 15 30
Agree 26 52
Strongly agree 6 12
Total 50 100
(Source: Primary Data)

52% of customers are response agree with the statement that the payment information is kept
secure when buying products online and 2% of customers are disagree with this statement.

Figure 4.22 showing that the payment information is kept secure when buying the
products online.

Strongly disagree Disagree

Neutral Agree
Strongly agree
Findings
 38% of customers are male and 62% of customers are female.
 Most of the customers are in the age of 20 years.
 Majority of the customers uses online shopping.
 40% of customers make purchase on online once in 6 months.
 48% of customers visited Amazon retailer.
 36%of customers purchase cosmetics products via online.
 Majority of customers recommend online shopping to a friend or family members.
 26%of customers prefer online shopping for convenient and time saving.
 52% of the customers did not face any problems in online shopping.
 48% of customers face issues while conducting online shopping.
 58% of customers spent about 2500 Rs for online shopping in a past year.
 The survey reveals that 76% of the customers make payment through cash on
delivery in online shopping.
 66% of the customers neutral with the online shopping are risky.
 52% of the customers agree with shopping on internet saves time.
 50% of the customers satisfied with the service quality among the online websites.
 44% of the customers agree with the speed of delivery important.
 54% of the customers agree with the price is important when shopping online.
 48% of the customers agree with the difference between the expectation and the real
product would influence satisfaction.
 52% of customers neutral with that the personal information kept confidential when
buying products online.
 62% of customers agree with the online shopping had a reasonable return and
exchange policy.
 60% of customers agree with the websites layout helps in searching the products
easily.
 52% of the customers agree with the payment information is kept secure when buying
products online.
Suggestion
 The companies should try to despatch goods as soon as the order is received. So that
there will be no delay.
 The quality should be conformity with the catalogue. So that there will not be an issue
with quality of the products.
 The shopper should get feedback from customers which will evolve them to
receive the level of satisfaction.
 An awareness program may be conducted by the leading online shopping companies
in schools and colleges to enrich their knowledge on online shopping.
 Conclusion
The endeavour of this study is to identify the motivating factors towards online shopping
as well as inhibitions of online shopping. Therefore, from the findings it was found that
consumers purchasing decisions were dependent on various factors. According to customer’s
opinions convenient & time saving is the most important motivating factor for online
shopping. Customers mostly buy cosmetics products from online. In contrast, when
respondents were asked about the problems faced while conducting online shopping, it was
products damage, cheap quality products. In addition, online security is a major concern for
the customers particularly in terms of fraud privacy and hacking.

The current technological development with respect to the internet has given rise to a new
marketing system. The study brought to the fact that most of the online shoppers are educated
people and students who have a positive perception towards online shopping, risk perceptions
particularly concerns about online security, are preventing many people from shopping
online. Ensure adequate safety measures in delivery of products are a challenging task in
front of online sellers to increase their sales. Online sellers have to resolve these problems
and also introduce wide range of products with additional discounts. This will create more
demand from customers. On the basis of the present study it concluded that online customers
are satisfied. This research clearly indicates that online marketer should give more
importance on price factor and after sales service. In this competitive era all the online
marketers should have to focus on the customer’s satisfaction to retain the existing customers
and have to offer new attractive schemes day by day to attract new customers.
Bibliography
Reference

 Kanwal Gurleen: Consumers Perception towards Online Shopping-The case of

Punjab, International journal of management & Information technology, May 2012.
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Websites

 www.google.com
 www.wikipedia.com
 www.ebay.com