A PROJECT REPORT

ON

Submitted in the partial fulfillment

for the award of degree in Master of Commerce under
MSCBD University, Baripada

SUBMITTED BY

DEVI PRASAD MISHRA

B.Com 3rd Year (6th Semester)
College Roll No.: BC20-124
Autonomous Roll No: 3120D034
Regd. No.:
UNDER THE GUIDANCE OF

Prof. Balaram Marandi

( Prof. in Commerce)

Department of Commerce

Dharanidhar Autonomous College,

Keonjhar

Signature of Internal Signature of External

 CERTIFICATE
This is to certify that Devi Prasad Mishra, B.Com Third Year (6th
Semester) of D.D. (Autonomous) College, Keonjhar has successfully
completed his project report based on “Customer Satisfaction and E-
Marketing”. This project report is based on the original work done by the
candidate himself and which is necessary for the partial fulfillment of the
3rd year Commerce 6th semester examination, 2023

It is to the best of my knowledge and belief that the work has not
been submitted elsewhere for any degree.

GUIDE
Prof. Balaram Marandi
Professor
Department of Commerce
D.D. (Auto) college, Keonjhar

Date:

Place Signature of the guide

 DECLARATION
I Devi Prasad Mishra , hereby declare that the seminar project topic
“Customer Satisfaction and E-Marketing” has been prepared by me
under the valuable guidance of Prof. Balaram Marandi, Professor
Department of Commerce, D.D. (Autonomous) College, Keonjhar as a
fulfillment of completion of B.Com third Year (6th Semester) as required in
the academic curriculum for 2022-23.

I also declare that this seminar report has not been submitted to any
other University or Autonomous college for any degree.

SUBMITTED BY
Name: Devi prasad Mishra
Roll No.: BC20-124
B.Com 3rd year Commerce
D.D. (Auto) College, Keonjhar
Date:

Place Signature of the student

 ACKNOWLEDGEMENT
In the accomplishment of project successfully, many people have best
owned upon me their blessings and the heart pledged support, this time I
am utilizing to thank all the people who have been concerned with this
project.

Primarily I would thank god for being able to complete this project
with success. Then I would like to thank our principal Prof. Narendra
Sahoo, Dr. Shirish Chandra Bhoi ( Prof. in Commerce), Dr. Sashikanta
Jena (H.O.D. of Commerce), Dr. Nabaghana Mallick (Prof. in Commerce)
Prof. Balaram Marandi (prof. in commerce)and Mrs. Damayanti Behera
(Asst. Prof. in Commerce) whose valuable guidance has been the ones that
helped me to patch this project and make it full proof success. His
suggestion and his instructions have served as the major contributor
towards the completion of the project.

Then I would like to thank my parents and friends who have helped
me with their valuable suggestions and guidance has been very helpful in
various phase of the completion of the project.

Last but not the least I would like to thank my classmates who have
helped me a lot.

Place : Keonjhar Name: Devi Prasad Mishra

Date : / / 202 3 Signature:...............................

 CONTENT
Topics Page no.

Abstract of the Project 01

1. Introduction 02 - 26
➢ Introduction of E-marketing
➢ History of online shopping
➢ Types of online marketing
➢ Importance of online marketing
➢ Advantages of E-marketing
➢ Disadvantages of E-marketing
➢ Changing attitudes towards online shopping
➢ Online shopping sites
➢ Customer satisfaction

2. Literature Review 27 - 29

3. Research Methodology and Objectives 30 - 34

➢ Research design
➢ Sample design
➢ Data collection methods
➢ Objectives of the study
➢ Scope of the study

4. Data Presentation and Analysis 35 - 46

5. Finding and Conclusion 47 - 49

6. References 50
ABSTRACT OF THE PROJECT

The online marketing in one of the most interesting topics especially for
researchers in the marketing field. It is a modern way of marketing a
products or service to the targeted market around the world. Online
marketing is the marketing of products or services over the internet and it
ties together creative and technical aspects to the internet, including
design, development, advertising and sale. Online marketing is used by
companies selling goods and services directly to consumer as well as those
who operate on a business to business. Online marketing, it refers to the
techniques which is available to a business market, promote and advertise
their products, services or brand to world wide web customer being the
centre point of business. This paper is an attempt to analyse customer
satisfaction level in internet marketing and customer attitude towards
internet marketing. The objective of the study is to find out the customer
attitude towards online shopping and their satisfaction towards online
purchasing and E-marketing, to know the awareness level of customer
towards online shopping.

Keyword-
Online shopping, consumer attitudes, customer satisfaction, marketing
research, e-marketing.

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 INTRODUCTION
TO
THE PROJECT

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INTRODUCTION

Online marketing is the art and science of selling products and services
over digital network, such as internet and cellular phone networks. Internet is
changing the way consumers shop and buy goods and services, and has rapidly
involved in to global phenomenon. Many companies have started using the
internet with the aim of cutting marketing costs, thereby reducing the price of
their products and services in order to stay ahead in highly competitive markets.
Online marketing is becoming a hot topic in every business sector, gradually
plays a truly important role in any company’s multi-national marketing strategy.
It uses the internet to deliver promotional marketing to consumers. It includes
email marketing, search engine marketing, social media marketing, many types
of display advertising (including web banner advertising), and mobile
advertising. Companies also use the internet to convey communicates and
disseminate information to sell the product, to take feedback and also to conduct
satisfaction surveys with consumers. Consumers use the internet not only to buy
the product online, but also to compare prices, product features and after sale
service facilities the will receive if they purchase the product from a particular
store. The internet provides a unique opportunity companies to more efficiently
reach existing and potential customers.

Like, other advertising media, online advertising frequently involves both

a publisher, who integrates advertisement into it’s online content, and an
advertiser, who provides the advertisements to be displayed on the publisher’s
contents. Other potential participants include advertisements to be displayed on
the publisher’s content. Other potential participants include, advertising
agencies that help generate and place advertisement copy, an advertisement
server who technologically delivers the advertisement and tracks statistics and
advertising affiliate who do independent promotional work for the advertiser.

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HISTORY OF ONLINE SHOPPING
Online shopping is a form of electronic commerce whereby consumes directly
buy goods or services from a seller over the internet without an intermediary
service. An online shop, e-store, e-shop, internet shop, web shop, online store or
virtual store raise the physical analogy of buying products or services at a bricks
and mortar retailer or shopping centre. The process is called business to
consumer (B2C) online shopping. When a business buys from another business
it is called business to business (B2B) online shopping.

1979
It all began when Michael Aldrich ‘invented’ online shopping. Using
videotext, a two-way message services, it revolutionised business. We now
know this as e-commerce.

1981
Saw the first business to business transaction by UK based Thomson holidays.

1982
Mintel, a videotext online service accessible by telephone lines, could be used
to make online purchases, train reservations, check stock prices, chat and search
a telephone directory. It is considered the most successful pre WWW online
service.

1984
The first ever shopper buys online at a Tesco store.

1985
Nissan carries out the first online credit check.
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1987
With SWREG (offshoot of CompuServe) the community of software
developers and shareware authors got an online market whereby they could
Sell their product using “merchant account”. Thus, online shopping started for
then software industry people.

1989
In the USA the first online grocery store starts trading. Peapod.com

1990
Tim Berners-Lee wrote the world wide web and gave the first browser to view
the web which changed most of things; a whole new revolution started, which
till date is ON.

1991
The internet is commercialised and we saw the birth of e-commerce.

1992
Revolutionary books by J.H. snider and Terra Siporin namely; future shop: How
new technologies will change the way we shop and what we Buy. St. Martin’s
press.

1995
Amazon.com started selling books online, currently it sells almost anything.
Companies like Dell and Cisco started using the internet for all their
transaction. E-bay is founded by Pierre Omidyar through it was originally
called auction web.

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1997
Began the era of comparison sites.

1998
Paypal is founded. This enabled transactions of money without sharing
financial information and gave customers the flexibility to pay using their
PayPal account balances, bank accounts, Paypal credit and other cards. Today,
people can now know pay across their favourite apps in a single touch on any
platform, eliminating the need you pay.

1999
The first online-only shop began, ‘Zappos’ although it was later bought by
Amazon for $1.2 bn

2000
The dot.com bust as we know it today wasn’t something that happened in a day,
over speculation for a period of time (approx. 1995-2000) where just the prefix
‘e’ or ‘.com’ in names could make stock prices rise at great rates. This saw a
great many companies rise and fall.

2001
Amazon launches mobile services.

2002
Paypal the company with offered an alternative (through internet) to cash or
check payment was acquired by e-bay for $1.5 billion. CSN stores and Net
shops were founded with concept of domain specific commodity and sprung
with many online stores, going for one item on each website.

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2003
Online shopping matures showing to the world their confidence Amazon.com
posted first yearly profit and thus again making presence on the stock market.

2005
Acquisition of Business.com by R.H. Donnelley for $345 million, making way
fir bigger player in technology domain.

2008
Groupon is launched as is magneto so anyone could have a go at creating their
own online store.

2013
UK shoppers spent a wrapping $91 bn online.

2014
In 2014, 198 million U.S. consumers bought something online in the first
quarter alone, (Com Score) which is 78% of the U.S. population age 15 and
above.

2015
Today’s shoppers combine online shopping with real life shopping, using access
to Wi-Fi and the showrooming trend. They often make purchases in a retail
stores at the same time as using mobile devices to buy something online. In fact,
this Forbes report tells us that 74% of people use their mobile phone to help
them while shopping, with 79% making a purchase as a result.

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TYPES OF ONLINE MARKETING
There are seven main types of online marketing-

1. Social media marketing

2. Influencer marketing
3. Affiliate marketing
4. Email marketing
5. Content marketing
6. Search engine optimization (SEO)
7. Paid advertising

Each of these seven types of internet marketing encompasses many different

strategies and plans. Plus, these types of internet marketing complement each
other and are often used together.

1. Social Media Marketing-

Social media marketing is the process of acquiring attention and sales through
the use of social media platforms such as Facebook, Instagram, or Twitter.
Now, social media marketing can be split in to two camps: organic (free) or
paid.

(a) Organic social media marketing-

Organic social media marketing focuses on building a community and
depending relationships with consumers in an effort to induce interest and
customer loyalty.

(b) Paid social media marketing-

There are tons of ways to use paid social media marketing to promote your
business, and each platform has its own suite of paid promotional options. Most
paid social media marketing is also referred to as “pay-per-click”.

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2. Search Engine Optimization (SEO)
Search engine optimization is also known as SEO, is the process of optimizing
websites and digital content to improve search engine ranking, which in turn,
maximize the number of visitors to a particular webpage.

Now there are two sides to SEO: on-page and off-page.

(a) On-page SEO

On-page SEO is when you optimize your website or content to rank higher in
search engine for targeted keywords or phrases.

(b) Off-page SEO

Off-page SEO is when you optimize your website or content to appear higher in
the search results through methods outside of your website or content.

3. Influencer Marketing
Influencer marketing is the process of working with influencers to promote a
product or service to their online following. Before internet marketing,
influencer marketing was only available to large brands who could afford to
work with big-name celebrities. But now, everyone can engine in influencer
marketing.

4. Affiliate Marketing
Affiliate marketing is essentially just online referral marketing. This allows
internal marketers and influencers to earn money promoting another business’s
products or services.

Website host and domain registrar Bluehost have a popular affiliate Marketing
program that allows influencers and internet marketers to make money by
promoting their services.

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5. E-mail Marketing
E-mail marketing is the process of using email to send direct marketing
messages to people in an effort to gain new customers and retain existing ones.
E-mail marketing has median return on investment of 122% over four times
higher than other types of internet marketing like social media and paid search.

6. Content Marketing
Content marketing is the process of consistently creating, distributing, and
promoting relevant online materials in a way that’s strategically designed to
attract, engine and convert your target market in to customers. Content
marketing works closely with many other types of internet marketing, especially
social media marketing and SEO.

7. Paid Advertising
Paid advertising is a form of internet marketing where advertisers pay to show
their adverts on search engines and another online platform, such as Facebook,
YouTube, LinkedIn and Instagram. Now, paid advertising is often referred to as
“pay-per-click” or “PPC” this means that advertisers will pay a fee each time a
user clicks on one of their ads.

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IMPORTANCE OF ONLINE MARKETING

1. More Customer
The chances of a consumer learning that your business exists and becoming a
customer, without some kind of online medium-whether that’s website, review,
social media platform, or search engine are slim to none. In other words, online
platforms are now indivisible from the customer. Journey, no matter the
business. That being said, you can rest assured that marketing your business
online will allow you to reach and acquire more customers.

2. Better Visibility
Online Marketing strategy like search engine optimization (SEO) enable your
business, to be more easily found on the channels your customers are using
most. People are more likely to investigate the options that appear first in search
results. So as you gain visibility online, it’s more likely that they will check out,
interact with purchase from you.

3. Improved Local Presence

When consumers perform a google search for a product or services, google uses
their IP address to detect their location. So it can provide local results. Proper
online marketing strategies will signal to google where you and google can then
expose your business to more people in you are the people most able and most
likely to become customers. The easiest of these strategies is fully completing
your google my business profile.

4. Increase Authority
Online marketing is important not just because it helps you to get found online
but also because it can change the way, your business is perceived by potential
customers. For example, ranking high in search engine results pages, along with

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respected industry authorities, instantly boosts your business credibility. In
other words, this is one of the first steps towards becoming a respected local or
industry authority and a go to provider.

5. Higher Quality Website Traffic

Various marketing practices including local SEO, social media marketing, and
paid advertising involve what’s called targeting. Targeting refers to narrowing
the focus your efforts to attract only the people who will be most interested in
what your company does or offers. If you have a website, such targeted efforts
will draw high quality traffic to that site. There you will likely see more
engagement and more sales that you would if your efforts were broad and not
tailored to any particular audience.

6. In-person visitors
The same goes for in-store visits. When you zero I on those most likely to
become your customers and speak directly to them, you will also notice an
increase in visits to your physical location and ultimately, sales.

7. Long-Lasting Relationship
Marketing boosts sales, which keeps your small business afloat. However,
online marketing also does something more, which has a greater long-term
impact. It enables you to build relationships. Building relationships with
customers earns you repeat business. Your customers will be loyal to your
brand. As a result, they will be happy to refer your business to other, which as
you. Probably guessed, leads to more sales and loyal customers.

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ADVANTAGES OF E-MARKETING

1. Convenience and Quick Services-

The incredible convenience of marketing online is one of the biggest
advantages of e-marketing. The internet has extremely easy accessibility
with consumers using the internet and reaching markets anywhere in the
world. Because of this, purchasing goods from across borders now
reduces the cost of transportation. For imports, this is a huge advantage as
it means they can order online right from the comforts of their home. In
addition, you can easily track sales items online as they make their way in
to delivery. Internet marking is great for business as it gives consumers a
better and more comfortable shopping experience.

2. Low Cost for Operations-

One of the main advantages of online marketing for businesses is its low
operating cost. You can advertise cheaper with internet marketing than
with traditional methods of advertisements such as ads in newspaper, on
television and on radio. In online marketing you can easily get a free
listing in a wide range of business directories. Online communication is
more affordable than traditional communication method such as sending,
mail and printing brochures. For example, you can send the same
information in an email rather than a mail-out, saving you in printing,
paper and postage.

3. Measure and Track Results-

With online marketing, your business can utilize varying tools for
tracking results of your advertising campaigns. Using these tools not only
can you measure and track bot also illustrate the progress of your
marketing campaign in detail graphics. Measuring and tracking results

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 gives your business a better idea of how your marketing campaign is
faring. It gives you an idea of how you can better grow your traffic, leads,
sales and conversions.

4. Demographic Targeting-
Marketing your products and services online gives you the ability to
target audience based on demographer. This allows you to concentrate
your efforts on the audience that you truly want to offer your products or
services. With demographic targeting, you can better target your
marketing efforts on specific demographic regions. Demographic
targeting gives you the ability to target specific customers you think are
likely to purchase your product or hire your services.

5. Global Marketing –
The ability to market your products and services globally is one of the
biggest advantages of global marketing for business. With internet
marketing, you can easily reach beyond your geography to offer your
products and services to customers worldwide. Whenever your target
audience are, can easily reach them 24/7 and from any country ball over
the world. If your audience consists of more than your audience consists
of more than your local market, utilizing global marketing offers you a
great advantage.

6. Ability to Multitask-
One of the core benefits of online marketing is its ability to handing.
Millions of customers at the same time. As long as a websites
infrastructure is efficient numerous transactions can easily take place
simultaneously. However, even with a large number of transactions
taking place, your website is capable of providing satisfactory service to

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 every customer who makes a purchase online, without the risk of
diminished satisfaction.

7. 24/7 marketing-
Internet marketing reduces cost and runs around the clock. that means
that your marketing campaigns run for 24 hours a day, 7 days a week.
Compared to traditional marketing, internet marketing does not constrain
you with opening hours. At the same time, you would not be worrying
about overtime pay for your staff. Whenever, someone opens their
computer and connects to the internet, there is a higher chance of them
seeing your marketing campaign. Furthermore, customers can look for
your product at their most convenient time.

8. Data collection for personalization-

Transaction through the internet allow you to collect data whenever a
customer purchases a product through a company’s website, the data is
captured. Furthermore, the data collected can help segment customers, so
your business can send them ads and other promotional materials based
on their buying habits and interests. There are various ways that you can
collect customer data including customer profiles or through their
behaviour while on your website. The information collected through this
method typing includes age, gender, location, how they came to your site,
what sites they visited after they left, viewed product and the pages
visited on your site. Through this advantage of internet marketing,
businesses can serve millions of customers with various items and
products based on their personal interest. Thus, shoppers can easily get
their desired products without having to comb through the interest all day.

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 9. Diversified Marketing and Advertising-
When targeting your audience, diversification plays an important role in
your marketing and advertising campaigns. Diversification becomes a lot
easier.

10. Time-effective Marketing-

Unlike, traditional marketing, internet marketing is easy to start and quick to
implement you can easily set up a marketing campaign at time that is
convenient for you. In fact, you can set up email marketing for your business
within only a matter of hours.

DISADVANTAGES OF E-MARKETING
E-business does have certain disadvantages when compared to the traditional
way of doing business. Some of the limitations of e-business are as follows-

1. Lack of Personal Touch-

E-business lacks the personal touch. One cannot touch feel the product. So, it is
difficult for the consumers to check the quality of a product. Also, the human
touch is missing as well. In the traditional model, we have contact with the
salesperson. This lends it a touch of humanity and credibility. It also builds trust
with the customer. An e-business model will always miss out on such attributes.

2. Delivery Time-
The delivery of the products takes time. Traditional business, you get the
product as soon as buy it. But that does not happen in online business. This idle
time often discourages customers. However, e-business are trying to resolve
such issues by promising very limited delivery times. For example, Amazon
now assures one-day delivery. This is an improvement but does not resolve the
issue completely.

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3. Online Marketing-
Online marketing as people supposedly say does not happen to be of free cost,
there are a lot of things that adds to the cost of internet marketing and they are
not at all cheap. Some of the major expenses are the cost of hardware, software,
website designing, online content and product distribution cost, maintenance of
the site as well as server, web- hosting of the website and the cattiest thing is
time, all of these must be considered while planning for internet marketing
budget and strategies.

4. Conventional Marketing-
Where conventional marketing helps in spreading awareness as well as selling,
the internet is considered as a medium to gain information to most of the
customers. There arestill many industry and areas where internet marketing
helps in is incapable of generating a trust and sale of the product or the service.
There are still lots of fields where people prefer the live interaction when they
buy.

5. Access to internet-
Still, 50% of the world does not have access to the internet and there is money
such areas where people are not even literate enough to access the internet. This
is a major limitation for internet marketing in the current scenario.

6. Cyber Crimes-
Cyber crimes are increasing day by day as well as the frauds. The rules if cyber
security is still not that secure and that leaves a fear in the mind of the people
and leaves internet marketing unsafe.

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7. Secure your website-
One major issue and an important questionis that “is your websitesafe?” In
internet marketing it is very easy for competitors to attack your website and put
in some hack in it, there are a lot of such examples where competitors tried and
also succeeded in damaging the brand image via some online hack or negative
attacks.

8. Quality and Right Product-

It is one of the main problems in shopping online after getting the Delivery of
the product the customer may come to know that customer has purchased the
wrong product. The size which the customer is not as per customer requirement
or might have chosen the wrong size. If customer replace the product will have
to pay the extra shipping charges.

CHANGING ATTITUDE TOWARDS ONLINE SHOPPING

“Awareness, future demand focuses for emerging markets and current issues”.
Malls springing up everywhere and yet people are E-shopping! And not in small
numbers either consumer are more rational now-a-days and have ability to get
the choices from the market. Awareness among the consumers is spread through
internet. The number of internet users is increasing day by day which attracts
people who have an option to buy online. It was never thought that Indians
would go in for e-shopping in such a big way. Ticketing, travel bookings, and
even books and movies seem fine to buy online. Knowing that in India sizes
vary from brand to brand a quality is inconsistent, even of some electronic
items, how is it that there are people buying these items online? In India there
are some segments of people who have not yet tried purchasing over internet.

Here are the few reasons why internet shopping is preferable:

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1. Convenience
Online stores are usually available 24 hours a day, and many consumers
have interest access both at work and at home. Other establishments such as
internet cafes and schools provide access as well. A visit to a conventional
retail store requires travel and must take place during business hours.

2. Information and review

Online stores must describe products for sales with text, photos and
multimedia files. Some stores even allow customers to comment or rate their
items. There are also dedicated review sites that host user reviews for
different products. Review and blogs gives customers the opinion of
shopping cheaper organize purchase from all over the world without having
to depend on local retailers.

3. Home delivery concept

In any case, home delivery is a concept that Indians are familiar with and
love. The mall craze has started only now. Earlier it was a choice between
sweating it out in small crowded markets, or asking a friendly neighborhood
grocer to deliver groceries home and this system is still Growing.

4. Increase in the internet users

Increasing penetration of internet connectivity and pls has led to an increase
in the internet users across India. The demographic segments that have
witnessed maximum growth comprise college going student and young
persons. These segments are the users of advanced applications and
technologies online and are most likely to be heavy E-commerce users.

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5. Increase in the number of buyers and sellers
The success of a marketing place depends on the presence of a large number
of buyers and a large number of sellers. In addition to online buyers, many
offline stores have begun to sell their products in the online marketplace.
The greater the number of sellers and buyers, the faster the market grows.

ONLINE SHOPPING SITES

As of today, a large number of people are depending on online shopping for
their needs. The wave started off in America and slowly gained lead around the
world. As of today, it is slowly spreading in 3rd world countries such as India
and chaina. It is bound to create ruffles to a point where it will silence everyone
and slowly become a habit.

Here are the top 10 online shopping sites in world.

1. Amazon.com
Amazon.com is a website customised for each country separately. From
amazon India to amazon Australia, everything is available for the
consumer. In fact, amazon is competition for all the local online shopping
portals everywhere including in abig country like India. Thus, amazon has
been doing great so far and has been ranking in huge profits from all of its
customers.

2. E-bay
E-bay is an amazing concept. It is a website where any random person is
free to sell off their goods and at the same time, new comers are welcome
to sell brand new goods as well. Thus, at time, one may come across the
weirdest of goods that are sold online. Go ahead and find whatever you
want on e-bay. If you haven’t found it anywhere else in the world, then
chances are you will find it on e-bay.

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 3. Walmart
Walmart has an online shopping website. It has a large number of products
available online as well. In fact, the number of products that are available
at Walmart online. Hence, you can go ahead and shop as much as you like
on Walmart’s online portal.

4. Alibaba.com
Alibaba is also one of the popular online shopping portals and it lets you
buy a large number of products from its portal. It is an extremely popular
website amongst the masses and one that has been extensively used as
well. Alibaba is a gravely famous website with the people of the world. it
has a large variety of products ranging from biology to agriculture to
chemicals and everything shall be delivered at your doorstep.mOnce you
have placed your order, the procedure and the payment methods are fairly
convenient and you will easily have access to the items that you have
ordered.

5. Target.com
This was supposed to be a local American shopping portal but it delivers
across the world as at now. it sells a large number of products and is
popular among the masses too. A large number of people are target.com
loyalists and do not buy. From anywhere else. These people are why target
is still up, running and popular. Even today, target is the go-to online
shopping portal for an extremely large number of customers.

6. Bestbuy.com
As the name suggests, the site is extremely useful. It compares the prices
from all over the web and then lists down the cheapest ones for you.

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 Hence, if you are looking for a good deal, then best buy.comis your
answer. You will find a deal on everything from clothes to accessories
over here. Thus, if you are looking for a deal, go to best buy and pick up
whatever it is that you want.

7. Flipkart.com
Flipkart is an Indian website which is slowly gaining a standing all across
the world. as of now, it is extremely popular amongst the Asian masses
and a large number of people are buying from here. It is ranking in a huge
amount of money and giving all other e-commerce portals a run for their
money. Flipkart is considered to be a giant only next to amazon in the e-
commerce market today.

8. Shop.com
As the name suggests, all you have to do in this one is shop. You can all
you like on shop.com with the entire world at your disposal. It is also an
amazing concept that often lets you buy things in a paltry $1. Thus, at
shop.com you have a chance to buy products at an exceedingly cheap rate.

9. Groupon.com
Groupon is to which full of amazing deals and discounts awing to which a
large number of people visit this website. The concept is to give discounts
on groups that will let you buy something at less than half the original
price. Thus, if you want to buy something and are looking for a group
discount, then groupon.com is definitely your answer.

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CUSTOMER SATISFACTION
Customer satisfaction is the measure of how the needs and responses are
collaborated and delivered to excel customer expectation. It can only be attained
if the customer has an overall good relationship with the supplier. In today’s
competitive business marketplace, customer satisfaction is an important
performance exponent and basic differentiator of business strategies. Hence, the
more is customer satisfaction, more is the business and the bonding with
customer. Customer satisfaction is a part of customer’s experience that exposes
a supplier’s behavior on customer’s expectation. It also depends on how
effectively it is managed and how promptly services are provided. The
satisfaction could be related to various business marketing, quality of products
and services, responses customer’s problems and queries, post delivery services.

Customer satisfaction is the overall essence of the impression about the

supplier by the customer. This impression which a customer makes regarding
supplier is the sum total of all the process he goes through, right from
communicating supplier before doing any marketing to post delivery options
and services and managing queries or complaints post-delivery .during this
process the customer comes across working environment of various
departments and all type of strategies involved in the organization. This helps
the customer to make strong option about the supplier which finally results in
satisfaction or dissatisfaction.

AIDS MODEL
After a consumer’s purchase it is very hard to define which advertising
medium was the crucial one for the final purchase. It is important for a company
to know which medium are worth to keep on investing.

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 Now a day, it is clear that every single medium a consumer passes while
his or her journey has a necessary influence on consumer’s behaviour. A
customer gets through the following phases before making a decision: attention,
interest, desire and action.

ATTENTION INVESTMENT DESIRE ACTION

1. A- ATTENTION
Initial point where your brand or business is recognized and knowledge.

2. I- INTEREST
Generating thoughts and discussion about your brand.

3. D- DESIRE
Communicate your message through the use of social media and email
marketing.

4. A- ACTION
The stage where the conversion is complete and bank to the interest stage to
retain them. Your website responsible for this stage

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CUSTOMER SATISFACTION TOWORDS AMAZON.COM

For every seller, whether at amazon, other web shops or in the shop next
door, customer satisfaction should be the top priority .while recommendations
or negative things about purchased products in the retail trade still spread about
friends and acquaintances, it is completely different with amazon. Hence
customers have the opportunity to communicate their experience with a
purchased item visibly to all people.

At Amazon this works with a rating between 1 to 5 stars. Where a star

stands for dissatisfied customer rating and 5 stars means a particularly good
customer review. In addition, customers have the opportunity to briefly or
extensively describe why they are so satisfied or dissatisfied with the purchased
item.

Whether ratings have an influence on the ranking at Amazon is not 100

percent confirm. However, the online shop earns with every product sold. Since
you can assume that products that have a good rating are usually more likely to
be purchased than items with a bad rating, Amazon should have a strong interest
in listing them high up.

Positive Customer Reviews Generate Trust

A good amazon review is also an important indication for the potential new
customers. The reason for this is that buyers are more likely to choose products
that others have already bought and deemed good .in addition to the number of
small yellow stars , the number of ratings are also plays a role . the more
reviews these are , the more meaning full the customer rating becomes.

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WHAT CAN BE THE REASONS FOR A NEGATIVE
CUSTOMER OPINION?
Generally, traders should act and react quickly and individually to negative
customer rating. The better a customer feels cared for the more trust, he can
build up with the trader. this is of course always a bit more difficult in online
trading than in retail , so you shouldn’t use general phrases, but rather deal
specifically with the dissatisfaction of the individual customer .if a certain
dissatisfaction occurs more frequently , it may also be due to the description, the
product pictures or similar factors. If buyers complain e.g. about the size of a
product, the condition or the color, one should look whether one should
supplement or extend the picture bar by further or more meaningful photos.
Frequently asked question about a product can be clarified in the bullet points
the product description in advance, so that a certain frustration will sometimes
not arise at all. If the dissatisfaction concerns individual cases, the customer can
be satisfied with the exchange of the goods, a credit note, and practical hints for
use or similar. Here, too the more individual the customer is, the better he feels
he is advised.

CAN A NEGATIVE RATING BE CONVERTED IN TO A

POSITIVE ONE?
Customer have the possibility to change their rating of a product again .of
course, this applies not only from negative to positive, but also the other way
around. Therefore it is worthwhile to deal with displeasure or dissatisfaction of
a buyer. Because a negative review can sometimes affect a trader’s overall
result.

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 LITERATURE REVIEW

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LITERATURE REVIEW

❖ Kotler, (2003), described consumer buying method as learning,

information – processing and decision making activity divided in several
consequent steps : problem identification, information search ,
alternatives evaluation , purchasing decision , post purchase , behavior ,
identified the main factor of the online shopping experience as follows
;the functionality of the web site that includes the elements trade with the
site’s usability . the emotional elements planned for the lowering the
customer’s hesitation by communicating trust and credibility of the online
seller and website and the content elements including the creativity
aspects of the online presentation and the marketing mix.

❖ Rowley Jennifer, (1998), examined that internet is becoming a source of

advertisement, shopping and commercial activity.

❖ Hsieh et al, (2013) stated that internet is influencing people’s daily life
more so as compared to past. People’s daily activities have gradually
shifted from physical condition to virtual environment.

❖ Li Na and Zhang ping (2002) examined that online shopping has

become the third most popular internet activity, immediately following e
mail using, instant messaging and web browsing.

❖ Jush and ling, (2002) defined online shopping as the process a customer
takes to purchase a service or product over the internet. A customer may
at his or her leisure buy from the comfort of their own home products
from an online store.

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 ❖ Venkatsh (2000) reported that perceived offered by internet vendors has
a positive impact on consumers attitude towards online shopping , as they
perceive internet as a medium that enhance the outcome of their shopping
experience in an easy way. Online shopping holds a great potential for
youth marketers.

❖ Vrechopoules, at al. (2001) youth are the main buyers who used to buy
products through online. Dholakia and Uusitalo (2002) study examined
the relationship between age and internet shopping, found that younger
consumers reported more linen to the online shopping. They also found
that younger consumers searched for more products online and they were
more likely to agree the online shopping was more convenient.

❖ “Benedict et al. (2001) in his study on perceptions towards online

shopping reveals that perceptions, towards online shopping and intention
to shop online are not only affected by ease of use, usefulness, and
enjoyment, but also by external factors like consumers habits, situational
factors, product characteristics, previous online shopping experience and
trust in online shopping.

❖ Donald Rogan (2007) explains the relationship between consumer

behavior and marketing strategy. He states that strategy is about
increasing the probability and frequency of buyer behavior. Requirement
for succeeding in doing this are to know the customer and understand the
customer needs and wants.

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RESEARCH
METHODOLOGY AND
OBJECTIVES

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RESEARCH DESIGN
The purpose the methodology is to design the research procedure, the data
collection method and analysis procedure.

Marketing research is the systematic gathering recording and analyzing of data

about problem retaining to the market of goods and services.

The essential purpose of marketing research is to provide information, which

will facilitate the identification of an opportunity of problem situation and to
assist manager in arriving at the best possible decisions when such situations are
encountered.

Basically, there are two types of research, which according to their applicability,
strength, weaknesses, and requirements used before selecting proper type of
research their suitability must be seen with respect to a specific problem two
general types of researches are exploratory and conclusive.

1. Exploratory Research Design

It is also known as quantitative research, it seeks to discover new
relationships, it aims a defining the main problem and including the
identification of the relevant variables and the possible alternative solutions
it can further be divided in to three parts

2. Conclusive Research
It is also known as quantitative research. It is designed to help executives of
action that is to make decision. When a marketing executive makes a
decision are course of action is being selected from among a number of
available. The alternatives may be as few as two or virtually infinite.

The type of research here is “Descriptive Research Design” This kind of

design is used for more precise investigation or of developing the working
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 explanation from an operational point of view. It has inbuilt flexibility ,
which is needed because the research problem, broadly defined initially, is
transformed in to one with more precise meaning in exploratory studies,
which in fact may necessitate changes in research procedure for gathering
relevant data.

STUDY
“CONSUMER ATTITUDE TOWARDS ONLINE SHOPPING AND THEIR
SATISFACTION”

SAMPLE SIZE
The sample size taken was 100.

SAMPLING METHOD
The sampling method used for the project was” random sampling” this type of
sampling is also known as probability sampling where each and every item in
the population has an equal chance of inclusion in the sample and each one of
the possible sample . this procedure give each item an equal probability of being
selected

Data Analysis
Data analysis was done mainly from the data collected through the customers.
The data collected from secondary source is also used to analyze on one
particular parameter .qualitative analysis was done on the data collected from
the primary as well as secondary sources.

STATISTICAL TOOL USED

The main statistical tools used for the collection and analyses of data in this
project are – Pie Chart, Tables, MS Excel

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 COLLECTION OF DATA

SOURCE OF INFORMATION
Basically the source of the information for this project was taken from that
keonjhar region only.

METHODS USED FOR DATA COLLECTION

PRIMARY SOURCES:
Primary research involve the use of immediate data in determining the survival
of the market .the popular ways to collect primary data consist of surveys ,
interviews and focus groups , which shows that direct relationship between
potential customers and the companies .

 Questionnaries
 Depth interviews with the agents and managers of companies

SECONDARY SOURCES:
Secondary research is a means to reprocess and reuse collected information as
an indication for betterments of the services or products.

 NEWSPAPERS
 MAGAZINES
 INTERNET SITES

Both primary and secondary data are useful for business but both may
differ from each other in various aspects

OBJECTIVES OF THE STUDY

The project research helps to find out what are the main factors affects the
online consumer when considering and making a purchase over internet.

33 | P a g e
The objectives of the study are:

To study the online shopping behaviour of customers

To study the factors influencing online shoppers and consumers.

To study the customers level of satisfaction with regard to online shopping.

To examine whether customers prefers online shopping to physical stores.

SCOPE OF THE STUDY

At any given time there are millions of people online and each of them is a
potential customer for a company providing online sales .due to the rapid
development of the technologies surrounding the internet, a company that is
interested in selling products from its website will constantly has to search for
edge in the powerful competition. Since there are so many potential customers.
It is of the out most importance to be able to understand what the consumer
wants and needs. the important of analyzing and identifying factors that
influence the customer when he or she decide to purchase on the internet is vital
since the internet is a new medium for there have been new demands set by
consume. This is why it is crucial for the online retailersto know what
influences the online consumer. since online retailing is a new retailing medium
and online consumer behaviour is diverse from traditional consumer behaviour ,
one must identify what influences the online consumer .Analyzing the process
that the online consumer goes through when deciding and making a purchase
over the internet, shows some factors that consumers consider these factors need
to be identified and taken in to account by online retailer in order to satisfy
consumer demands and compete in online market . Thus, this study will be
beneficial to the online marketer in marketing the strategy to fulfill the need of
customer through knowing the attitude and satisfaction level

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 DATA ANALYSIS AND
INTERPRETATION

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 1. What is the age of the respondent?

PARTICULARS NUMBER
15-20 20

20-25 48

25-30 17
30 AND ABOVE 15

TOTAL 100

CHART

AGE

15% 20%

15-20

17% 20-25

25-30

30 ABOVE

48%

The above diagram shows us the percentage in the age of respondents. As it

shows that from the number of respondents are 20% and in age group 15-20 and
from 20-25 age group. It is 48% from 25-30 and it is 17% from 25-30 and 30
above it is 15%. The above chart shows that high respondents of online
shopping fall in 20-25 age group.

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 2. In which occupation you belong to?

a) Professional
b) Students
c) Business
d) Other

CHART TITLE
Others
10%

Businessman
15%
Profession
45%

Students
30%

45% Professional segments people prefer the shopping the products through
online shopping 30% student’s group and few of the segments prefer in
businessman and other segments.

3. What the monthly income of the respondents?

PARTICULAR NUMBER
10,000-20,000 11
20,000-30,000 45
30,000-40,000 29
40,000 ABOVE 15
TOTAL 100

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 CHART

MONTHLY INCOME

15% 11%
10000-20000
20000-30000
30000-40000
29%
45% 40000 ABOVE

This above graph shows the percentage that the monthly income of the different
respondents, and it show that respondents, and it show that respondents between
20,000-30,000 have bought more online products because most of them are
graduates and they use electronic like music CDs, mobile, laptops, trendy
clothe, etc.

4. What motivates you to buy products online?

PARTICULAR NUMBER

EASY PAYMENT 10

NO HIDDEN COST 7

NO TRAVEL TO SHOP 46

WIDE RANGE OF PRODUCTS 37

TOTAL 100

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 CHART

MOTIVE

10%
7%
EASY PAYMENT
37%
NO HIDDEN COST
NO TRAVEL TO SHOP
WIDE RANGE OF PRODUCTS
46%

This graph shows that what motivates the people to buy interest, as from above
result we found out that no travel to shop is the main thing and wide range of
products available at one place which help respondents to compare the product
from various varieties which motivates the people to buy products online.

5. Do you feel that the online marketers are proving competitive prices?

PARTICULAR NUMBER

YES 67

NO 27

CAN’T SAY 6

TOTAL 100

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 CHART

6%0%

YES
27%
NO

CANTSAY
67%

This diagram shows us that whether online marketers are giving competitive
price or not and result which came out is that most of the people thought
thatonline marketers are providing competitive prices than physical stores
because they provide various scheme like discount coupons, free offers, etc
which boost the customers to buy product online rather than retail shop. The
result shows 67%of people say that it provides competitive prices and only 27%
people says no.

6. What products you buy on internet?

PARTICULARS NUMBER
BOOKS 25
MUSIC CD’S 20
APPAREL 12
MOBILE 23
LAPTOP 20
TOTAL 100

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 CHART

PRODUCTS

20%
25% BOOKS
MUSIC CD'S
APPAREL
MOBILE
23%
20% LAPTOP

12%

The above graphs give result that most of time people use to buy books 25% but
the margin with other things is very less as music CD’s & laptops share the
same % i.e. 20% and mobile is 23%. While apparel have the lowest of 12%. So,
this graph shows us this useful data.

7. Do you feel that online shopping is better than shopping at physical

store?

PARTICULARS NUMBERS
YES 47
NO 40
CAN’T 15
TOTAL 100

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 CHART

COMPARISION

CAN'T SAY
12%

YES
48%
NO
40%

After analysing the above graph shows that the people are in favour of that
online shopping is better than physical store, the percentage of people who says
online shopping is better is 47% and the people who say it good is 40%. Still the
percentage of people who says yes is more than other who says no.

8. Which of the following stores have you ever visited for shopping
online?

CHART

ONLINE E-STORES

10% 4% EBAY
30%
SNAPDEAL
AMAZON
FLIPKART
40% OTHERS
16%

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 This graph shows that 30% people visit e-bay for online shopping. 40% go
at amazon.com for electronic products, 16% people go to Snapdeal for
affordable deals, 10% people visit flip kart & remaining 4% go to other
sites.

9. Have you face any problem while shopping online?

PARTICULARS NUMBER

NO 53

YES 33

CAN’T SAY 14

TOTAL 100

CHART

PROBLEM FACED

CAN'T SAY
14% 0%

NO NO
YES 53%
33%
YES

CAN'T SAY

This graph shows that whether people faced any while doing online shopping or
not and the result shows that they have faced problem while buying online and
53% people says that don’t face any problem and 14 says that we can’t say.

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10. How do you make your payments on internet?

PARTICULARS NUMBER

CREDIT/DEBIT CARD 78

BANK TRANSFER 15

PAYPAL 5

ANY OTHER 2

OTHER 100

PAYMENT

5%
2%

15%
CREDIT/DEBIT CARD
BANK TRANSFER
PAYPAL
ANY OTHER
78%

This diagram shows that 78% people use cred/debit card to pay their payment,
15% through bank transfer and 5% through

PayPal and 2% from any other.

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11. What factors help you to decide which site to use for online shopping?

a) Search engine
b) Personal recommendation
c) Special offers on sites
d) Other

CHART TITLE

12%
20%
SEARCH ENGINE
PERSONAL RECOMMENDATION
SPECIAL OFFERS
28%
ONLINE ADVERTISING
32% OTHERS
8%

32% of the people help to decide to purchase the product through personal
recommendation and then 28% online advertising. 20% from search engine and
few of the people decided from other factors.

12. Are you satisfied with the online services?

PARTICULARS NUMBER

YES 65

NO 35

TOTAL 100

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 CHART

SATISFIED
70
60
50
40
30
20
10
0
YES NO

SATISFIED

65% people are in the favour of the online shopping where as 35% is not this is
what the above bar chat signifies.

13. How did you find the procedure of purchasing a product from our
website?

Chart Title

19% 18% EXCELLENT

GOOD
AVERAGE
29% 34% BAD

34% people rating average they considering that it is easy procedure for
purchasing the product from the website. 29% rating good and few of the people
rating good and few of the people rating the excellent and bad. It is showing
above through the pie chart.

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 FINDING
AND
CONCLUSION

47 | P a g e
FINDINGS

Now the current scenario there has been increasing number of buyers and
sellers towards online shopping day by day , because the people preferring
to purchase the product through online shopping due to saving of time
another aspect is product is delivering at home with nominal delivery
charges that’s way people prefer online shopping instead of physical
stores.

Online stores are usually available 24 hours in a day, and many consumers
have internet access both at work and at home even at villages. They may
shop the product through online shopping at any time with any devices
may be mobile phones, tablets, pcs, laptop etc.

Another aspect is product is available at reasonable price as compare to

physical store price in market and people’s mentality is if product is
available at reasonable price so why should purchase from physical store.

Most of the people in professional segments are prefer to buying the

products due to having lack of time and avoided to visits at physical
stores.

Most of the people motivate to buying the buying the product because of
their facilities and no need to travel to shop or physical store and the
product is deliver at home with paying nominal charges.

48 | P a g e
 CONCLUSION
Increased environment penetration, a difficulty free shopping environment
providing to the online shoppers with one click and the product is delivered at
home so, that’s why more Indians prefer shopping online. But at the same time
the companies need to reduce the risks related to consumer incompetence by
approach such as making purchase website easier to shipping and introducing
internet kiosk, computers and other aids in stores. The goal is not to convert all
shoppers to online purchasing, but to show them it’s an opinion. In addition to
above efforts needs to be taken to educate the online buyers on the steps that
need to be undertaken while making an online purchase. Moreover, the
feedback of an online buyers should be identify failing in service delivery. This
can be done through online communicates and blogs that serve as advertising
and marketing tools and a source of feedback for enterprises. I found that it is a
challenge for E-marketing to convert low frequency online buyers in to regular
buyers through successful website design and by addressing concerns about
reliable performance. Thus, the online retailing raises more issues than the
benefits it currently offers. The service deliveries are yet to be standardized.

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REFERENCES

1. Kotler Philip, (2003) marketing management, eleventh

edition, Pearson education, Delhi:
2. Kothari c. r, research methodology, Vishwa Prakash an
3. http://www.emeraldinsight.com/doi/full/10.1108/1755419
1-303367
4. http://www.shodganga.inflibnet.ac.in/handle/10603/2695
5. Thrive hive-com.cdn.ampproject.org
6. Purple.ai
7. http://www.thomasjlaw.com
8. http://www.studymode.com/essay/attitude-or-indian-
consumers-toward online 647049.html
9. Edkentmedia.com
10. Absolutewebservices.com
11. Bloggersideas.com
12. Intomarkets.com

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