Consumer Behaviour

Consumer Satisfaction For Online Buying Of Electronic Products
PROJECT REPORT
(Submitted for the degree of B.Com. Honours in Accounting & Finance under the
University of Calcutta)
Title of the Project
“CONSUMER SATISFACTION FOR ONLINE BUYING WITH REFERENCE TO THE

ELECTRONIC PRODUCTS”
Submitted by
Name of Candidate: Puja Khaitan
Name of the college: Goenka College of Commerce and BA
College Roll No.: 103
University Roll No.: 1145-31-0095
Registration No.: 145-1221-0083-14
Graduation Year: 2015-17
Supervised by
Name of the Supervisor: Prof. Parimal Sen
Name of the College: Goenka College of Commerce & BA
Year of Submission- 2017
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ANNEXURE – IA
Supervisor’s Certificate
This is to certify that PUJA KHAITAN, a student of B.Com. Honours in

Accounting & Finance of Goenka College of Commerce and BA, Kolkata under
the University of Calcutta has worked under my supervision and guidance for her
Project Work and prepared a Project Report with the title “Consumer Satisfaction
for Online Buying with reference to the Electronic Products” which she is
submitting, is her genuine and original work to the best of my knowledge.
Place: Kolkata Signature

Year: 2017 Name: Prof. Parimal Sen
Designation: Faculty department of Commerce
Name of the College: Goenka College of Commerce and
Business Administration
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ANNEXURE - IB
Student's Declaration
I hereby declare that the Project Work with the title “CONSUMER
SATISFACTION FOR ONLINE BUYING WITH REFERENCE TO THE
ELECTRONIC PRODUCTS” submitted by me for the partial fulfilment of the
degree of B.Com. Honours in Accounting & Finance under the University of
Calcutta is my original work and has not been submitted earlier to any other
University/Institution for the fulfilment of the requirement for any course of study.
I also declare that no part of this manuscript in whole or in part has been
incorporated in this report from any earlier work done by me. However extracts of
any literature which has been used for this report has been duly acknowledged
providing details of such literature in the references.
Place: Kolkata Signature

YEAR: 2017 Name: PUJA KHAITAN
Address: 5 No. Parwati Ghosh lane,
Near Girish Park,
Kolkata-700007
Registration No.: 145-1221-0083-14
University Roll No: 1145-31-0095
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ACKNOWLEDGEMENT
I take immense pleasure in presenting my maiden project paper in partial

fulfillment of the requirement for the B.Com. Honours in Accounting and Finance
under the University of Calcutta.
I take this opportunity to thank and express my heartfelt gratitude to one and all
that have been associated with this project assignment from the beginning till the
very end. To begin with, I sincerely thank my college, Goenka College of
Commerce and BA, Kolkata, our principal, Dr. Debasish Banerjee. I earnestly
thank my supervisor, Prof. Parimal Sen, who provided me with valuable inputs on
this topic and helped me explore this avenue.
I lovingly thank to my Family who provided me with the necessary infrastructure

and support for completing the project on time. Last but not the least, we
acknowledge our friends for their contribution in the completion of the project.
I thank all the respondents from Kolkata who were interviewed for the collection
of primary data on which the analysis of this project is based.
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Preface
Online shopping (sometimes known "electronic retail" or e-shopping) is a form

of electronic commerce which allows consumers to directly buy goods
or services from a seller over the Internet using a web browser. Alternative names
are: e-shop, e-store, Internet shop, web-shop, web-store, online store. There is a
good scope of online shopping in India as people are more concerned about the
products that they buy and they can easily find products while sitting at home
through logging onto their systems. In this way they can save money and
unnecessary expenses while shopping.
Our objective of this project is to compare the various online shopping sites for
electronic products, study the impact of Socio-Cultural factors on online buying
behaviour. And study the Perception of Indian Consumers regarding the online
buying behaviour with reference to awareness and customer’s satisfaction. To
assess the ability of E-Shopping sites to attract and retain customers in Indian
Environment.
Both quantitative and qualitative methods were used to carry out this project. The
report is composed of both primary and secondary sources of data. Primary data
has been collected by the Questionnaire method & direct interview method based
on prepared questionnaire. And the secondary data has been collected from
journals and other publicly available documents
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This research shows that online shopping is having very bright future in India.
Perception towards online shopping is getting better in India. With the use of
internet, consumers can shop anywhere, anything and anytime with easy and safe
payment options. Consumers can do comparison shopping between products, as
well as, online stores. This study is mainly focus on the factors from the Internet
and examines those factors that affect the consumer’s online shopping behavior.
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CONTENTS
1. Introduction 08 - 13
1.1 Background of the project
1.3Literature Survey
1.3 Research Gap
1.4 Research Design
2. Conceptual Framework 14-19
2.1 Conceptual framework of research
2.2 Global/National Scenario
2.3 Benefits & Challenges
3. Analysis& Findings 20 - 30
3.1 Objectives of the Study
3.2 Methodology for the specific analysis
3.2.1 Sample
3.2.2 Data Source
3.2.3 Tools Used
3.3 Analysis of Findings
4. Conclusion and Recommendation 31-32
4.1 Summary Observations
4.2 Recommendations for Improvement
4.3 Limitations of the Study
4.4 Scope for further Research
Biblography 33-34
Questionnaire 35-37
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Chapter- 1: Introduction
Online shopping (sometimes known

"electronic retail" or e-shopping) is a form
of electronic commerce which allows
consumers to directly buy goods
or services from a seller over
the Internet using a web browser.
Alternative names are: e-shop, e-store, Internet shop, web-shop, web-store, online
store.
There is a good scope of online shopping in India as people are more concerned
about the products that they buy and they can easily find products while sitting at
home through logging onto their systems. In this way they can save money and
unnecessary expenses while shopping. There are fewer chances of duplicate
products as the websites only promote products that are genuine and well
established.
Online shopping in India has created a new scope for retailers as they can come
forward and advertise their products easily and the amount paid is much less than
they pay while advertising over television or by other means. The most wonderful
of all is that through online shopping portals one can buy products at discounted
rate and the rates get discounted further if the person remains loyal to the
website .It means one can save more while shopping.
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1.2 Literature Survey
Dr.Renuka Sharma , Dr. Kiran Mehta and Shashank Sharma (2014)

conducted a study on “Understanding online shopping behaviour of Indian
shoppers” Although results obtained through data analysis has given clear
indication of Increasing significance of online stores in the life of Indian people.
The e-stores are frequently visited by the shoppers. The ease and convenience
provided by these stores for 24x7 has made very easy shopping for consumers
worldwide. The analysis has documented that the Indian customers are also getting
addicted to the online shopping and they do like various features of online
shopping as by rest of the world. But the statistics available has shown that Indian
market is still not a fully developed market for e-tail stores. There is huge scope of
web-stores in various areas and in almost all the segments. The young population
is the biggest attraction of this industry and they may contribute substantially to the
growth of online shopping in India. The majority of internet users are youngsters,
the majority of goods and services demanded are related to only this segment.
Considering the experimental evidences of the present study it can be concluded
that:
 The e-commerce market has a great potential for youth segment.

 The buying behaviour of youth can be elaborated through Findings obtained
through survey.
Preeti Khitoliya (2014) conducted research Paper on “Customers Attitude

and perception towards online shopping”. Research results unveiled that 47%
respondent shop online frequently followed by 30% who shop online seldom and
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23% respondent had never tried it which suggests that online shopping is relatively
less popular in India. Male and female respondent had shown similar trend in
online shopping behaviour. Majority of the respondent in all age group shop online
for convenience followed by wide variety and discount deal and least under peer
influence. This clarified that respondents’ prime motive for online shopping is
convenience and wide variety. Observation shows below biggest concern.
 Disclosure of personal credit card and debit card information is the biggest
concern in online shopping.
 Second most concern is that troubles the respondents are the
misrepresentations on web by the e-tailor. Many respondents found that the
quality, size and the colour of the product differ from what they claim to
possess and displayed on website.
Zia ul Haq Researched on Perception Towards online shopping: An

Empirical study of Indian Customers” who’s result shows that the perception of
online shoppers is independent of their age and gender but not independent of their
qualification & gender and income & gender The analytical results of our study
further indicate relationships between consumers’ Perceptions of the factors that
influence their intention to buy through online. More specifically, consumers’
perceptions of the customer service, commitment and web security of online
purchasing exhibit significant relationships with their online buying intention. Web
security has received the most consistent support as factors that influence online
buying. Marketers need to realize that the online marketing environment affects the
way consumers view and develop relationships. In this context, to add value to the
online shopping experience and to build relationships, web security is everything.
10
Narges delafrooz, Laily hj. Paim and Ali khatibi done the research on
“Students’ online shopping behaviour “ who’s results shows that utilitarian
orientations, convenience, price and wider selection are important determinants of
users’ attitude toward online shopping. The findings of the study imply that
students are looking for more convenience (time and money saving), cheaper
prices and wider selection when they shop online, making them as the dominant
factors that motivate consumers to shop online. On the other hand, there were not
significant relationship between users’ attitude toward online shopping and
homepage, customer service, and fun.
This may be due to the low level of involvement of the young consumers
who have experience in online shopping (only 4.2 % buy through online regularly),
In addition, a lower price is the main reason online shoppers tend to purchase
through internet because of competitive pressure, especially from new online
retailers using price as a main competitive weapon to attract customers.
MD. Ashraful Haque Nabil studied on “Consumer Behaviour in the tablet

computer market in Moscow” and this conclusion is that Russia is one of the
fastest growing markets in the world economy. Being the central business hub of
the country Moscow plays vital role in Russian business. Understanding the
consumer behaviour in market in any certain region is very important in order to
sell any product properly. Companies making business in tablet computer market
in Moscow act according to the consumer behaviour of the market which is will
also apply for any new company interested in the similar market. The results of this
study show that tablet computers are very popular technological products among
most of the respondents. This finding is very straight forward among young and
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middle aged consumers. People buy tablets based on their budget, preferences,
requirements, brand choosing criteria, age and profession. It indicates the common
features of consumer buying behaviour in Russian tablet market within Moscow
region.
Study revealed that online shopping is mostly influenced by social
network/circles and personal experience. The online shopping is getting popular
among the young generation as they feel it more comfortable, time saving and
convenient. It is analysed from the survey that when a consumer makes a mind to
purchase online electronic goods he or she is affected by multiple factors.
1.3 Research Gap
1. To compare the various online shopping sites for electronic products.

2. To study the impact of Socio-Cultural factors on online buying behaviour.
3. To study the Perception of Indian Consumers regarding the online buying
behaviour with reference to awareness and customers satisfaction.
4. To assess the ability of E-Shopping sites to attract and retain customers in
Indian Environment.
5. To analyse the Shift in Buying Behaviour among Indian Consumers with
reference to buying channel.
1.4 Research Design

Research methodology is a way to systematically solve the research problems.
Following two methodologies is used for analyzing this. This research project is
based on secondary data and primary data.
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Secondary data collection:

Secondary data analysis involves the analysis of an existing dataset, which had
previously been collected by another researcher or survey team and published
through many sources.
Primary data collection:

The collection of original data by a researcher is called primary data collection.
Chapter 2: Conceptual Overview
2.1 Conceptual framework of research:

We will study how the identified risks and identified benefits affect the attitude of
the online shoppers and how this is in turn affects the online shopping behaviour.
Identified risks which will be having negative influence on attitude towards

shopping online
 The risk of losing money and financial details will have negative effect on
attitude toward online shopping
 The product risk will have negative effect on attitude towards online
shopping.
 Fear of non-delivery of order will have negative influence on attitude
towards shopping online.
 Non-return risk will have negative influence on attitude towards shopping
online.
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Identified benefits which will be having positive influence on attitude towards

shopping online
 Product variety will have positive influence on attitude towards shopping
online.
 Brand variety will have positive influence on attitude towards shopping
online.
 Easy buying procedure will have positive influence on attitude towards
shopping online
 Lower prices will have positive influence on attitude towards shopping
online.
 Various modes of payment will have positive influence on attitude towards
shopping online
 Attitude on consumers towards online shopping significantly affects their
online shopping behaviour.

Online shopping is more accessible than it has ever been in the digital era with the
introduction of tablets, smartphones, easy checkout systems and more secure
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systems. As a result, the e-commerce industry is generating higher sales volume

and its market growing very fast.
India has an increasingly affluent middle class population that, on the back
of rapid economic growth, has made the country’s consumer electronics industry
highly dynamic. The industry has been witnessing significant growth in recent
years due to several factors, such as retail boom, growing disposable income and
availability of easy finance schemes. But still, the consumer electronics goods, like
refrigerators, microwave and washing machines have low penetration in the
country, representing vast room for future growth. The report finds that since the
penetration of several products like TVs and refrigerators are reaching saturation in
the urban areas, the markets for these products are shifting to the semi-urban and
rural areas.
It is interesting to know that most bought accessories online is mobile phones

(32%) followed by Mp4 Players/iPods (21%) and Digital Cameras (19%). The
availability of models (or the lack of it) in local stores or wide range of options
available on internet (32%) seem to be the main driver of the sales. As expected,
people who are making online purchases are young crowd between 19-35 years of
age (78%). Better prices, discounts and hot deals, (37%) form their major
motivation while making a decision to purchase online. However (29%) would like
convenient and secured payment options to make more purchases online. Late
delivery of products (37%) seems to be the main addressable factor preventing
people from making online transactions. Besides, quality not up-to mark also
seems to be the major cause holding back people from making online purchases.
In USA 80% of consumers surveyed are more likely to purchase a product online
when offered free shipping, and 66% when offered one-day shipping. 64% of
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consumers are more likely to purchase when offered free returns and exchanges.
30% would spend more than $1,000 on a product online with free shipping and
returns, compared with 10% who would do so without free shipping and returns.
Global consumer electronics market research observed that China and USA are the
biggest consumer electronics markets, together accounting for more than 37% of
the global industry. We have also found that China has surpassed US to become
the leading country in the global consumer electronics industry. Growing market
demand due to tremendous technological development and rising income levels
has influenced the performance of the Chinese consumer electronics market. Its
huge population has also presented it as a highly potential market. Apart from this,
India is also one of the potential consumer electronics market. Though it has a
meager share in global market, the factors similar to China are helping it to grow
enormously.
The report also provides the current market and forecast till 2018 for US, UK,
China, India, Germany, South Korea, Japan and Taiwan. The major players of each
country have also been identified. In addition to this, the report provides product-
level analysis with forecast till 2018 of the key consumer electronics products that
are driving the whole industry. It has been observed that 3D TVs, Smart TVs,
Smartphones and Tablets are among the few products that are witnessing high
growth and hold immense potential in the future.
49% of consumer electronics and computer shoppers have bought directly from a
product manufacturer online. Hong Kong shoppers have done this most often
(73%), followed by Middle East (63%), Brazil (62%), and China (60%). Shoppers
from Australia and Denmark have done it least (31% and 32% respectively).
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List of e-website for electronics products:
 Amazon
 Flipkart
 EBay
 Snapdeal
 Jabong
 Junglee
 Homeshop18
Benefits of online shopping over traditional stores:
1. The ease and convenience provided by these e-stores for 24x7 has made very
easy shopping for consumers worldwide.
2. Product variety will have positive impact on consumers towards shopping

online.
3. Brand variety will have positive impact on consumers towards shopping online.
4. Lower prices will have positive impact on consumers towards shopping online.
5. Various modes of payment will have positive impact on consumers towards

shopping online
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Challenges of online shopping over traditional stores:
1. Disclosure of personal credit card and debit card information is the biggest
concern in online shopping.
2. Many respondents found that the quality, size and the color of the product differ
from what they claim to possess and displayed on website.
3. The risk of losing money and financial details will have negative effect on
attitude toward online shopping
4. The product risk will have negative effect on attitude towards online shopping.
5. Fear of non-delivery of order will have negative influence on attitude towards

shopping online.
6. Non-return risk will have negative influence on attitude towards shopping

online.
7. With the increase in price wars due to the entry of new players in the market
and increase in manufacturing capacity by some original manufacturers, the
profitability and margins of the companies are adversely affected. Hence
companies need to increase focus on product / store differentiation to address
various segmental specific needs.
Chapter 3: Analysis& Findings
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1) It is clear from the overview of internet and internet shopping development that
ecommerce is being used in many corporations due to the dramatic development of
technology and competitive advantages of web selling.
2) Moreover, the expansions of the usage by individuals also become main

contributors to the development of internet shopping.
3) Relatively few studies have investigated in the internet shopping and impact on
consumer behaviour. The previous studies are more focus on the market’s point of
view, such as how to establish a more efficient marketing channel online rather
than the traditional offline channel.
4) This research will combines with previous studies from literature reviews, and
focus on the impact of the internet shopping on consumer behaviours to find out a
comprehensive analytical framework which showing the essential ingredient of
marketing and business to satisfying the consumer’s needs, and a deeply
understanding of online consumer behaviour as a reference for any e-commerce
company to make marketing strategies.
By carry out this work, the following research questions will be answered:
1) Recent status related to internet shopping in the INDIA.
2) The impacts of factor of Internet shopping influence online consumer

behaviours.
3) Through analyze data collected from the questionnaire survey to indicate the
current online consumer behaviours.
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4) examine the business strategies affect online consumer behaviour in conclusion,

and applications and recommendations for future research.
Both quantitative and qualitative methods were used to carry out this project. The
report is composed of both primary and secondary sources of data.
Primary Data:
Primary data has been collected by the following two tools: Questionnaire method
& direct interview method based on prepared questionnaire.
Secondary Data:
The secondary data has been collected from journals and other publicly available
documents.
3.2.1 Sampling Methodology:
I have made questionnaire for customers, below details of sampling methodology.
No. of questions in questionnaires for customer: 10
No. of people met during the research: 200
No. of respondents during the research: 40
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Sample unit:
 Professionals
 Business man
 Employees
 House wife
 Working women
 Students
3.2.2 Data Source
 Questionnaires of Kolkata customers
 Magazines
 Newspapers
 Researcher’s
 News Channels
 Google Scholar website (http://scholar.google.com)
 Internet etc.
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3.2.3 Tools Used
The data collected was first tabulated and then smaller and specific tables were
extracted from the master table. Further, with the help of statistical techniques,
those of bar diagram, pie charts the resultant table figures were analyzed.
Secondary data Analysis:

Yourstory.com has done survey on online market to find out the e-tail site that
‘you’ prefer. Over 1,000 filled out the survey, which included questions like which
is your most preferred e-commerce brand, how do you access the site and how
much do you spend in a month. The responses gave us rich insights into the
behaviour of online shoppers.
1. Favorite E-commerce brands
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2. Top platform for shopping
3. Regularity of online shopping.
Primary data analysis:

All data has been analyzed in computer, Microsoft Office Excel was used to enter
the data and design the graphs. All the questions are based on the research
objectives to find the consumer behaviour of online electronics purchasing
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Q1. Preferred Product of Online electronics shopping?
Inferences
1. Above details shows, Mobile and Tablets is the highest purchasing product
through online. And second highest is laptops and PCs.
2. People are less interested to purchase Televisions and when we asked the
reason they mentioned risk of returning is very difficult.
Q2. Preferred Mode of Payment for online purchasing?
Inferences
1. Maximum online booking payment is done by cash on delivery.
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2. Observation of the figures revealed that disclosure of personal credit card and
debit card information is the biggest concern in online shopping that’s why cash on
delivery is high.
Q3. While online purchasing which parameter influences most?
Inferences
1. 30% of customer gives importance to price. So it shows that Indian consumers
are very price sensitive. They give more importance to price over the brand.
2. 26% give importance to brand. So price and Brand matter a lots for the
costumers. And they are also want best brand in best price.
Q4. Preferred E-commerce brands
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1. Out of 40 consumers, 16 preferred Fipkart.com and 10 preferred Amazon.in

for online booking for electronics product. So Flipkart is the most preferred
and reliable site.
Q5. Preferred platform for shopping?
Inference:
1. A majority of customers prefer to buy from Laptops & PCs. Very less
proposition of customers buys from tablets.
2. Reason is because Laptops and PCs provide maximum visibility to check the
product picture, size and colors.
Q6. Regularity of online shopping?
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Inference:
1. 40% of customers prefer buying products online at least once a month.
2. But 15% are buying two times a month. As per the growing trend it looks in
future percentage will increase.
Q7. From where you prefer buying consumer durables?
Inference:
1. A majority of customers prefer to buy from stores.
2. 65% customers are preferred to buy from the stores because the stores are more
reliable with the color, size and quality.
3. Customers buy from stores because of the service and convenience.
4. Price could be the factor, which can increase the % for buying products online,
as online companies don’t have to spend much in warehouse.
Q8. Has your friends/relatives opinions influenced you to buy electronics products
from online?
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Inference-
1. Majority of the customers are influenced by friends/ family opinion in buying
electronic products
2. There are very few customers who does not influence by their relatives or
friends opinion. They are quite conservative.
Q9. What initiated you to purchase consumer durables for the first time?
Inferences-
1. People prefer to buy consumer durables when they recognize need for it or when
they are influenced by their friends/relatives.
2. Very few decide to purchase by influencing with the Celebrities & word of
mouth.
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Q10. Which segment of consumer mostly influence purchase decision?
Inference-
1. Youth and working Women Plays an important role in Purchase decision.
2. Although socialites play lesser role than youth and working women, but yet
they can’t be ignored.
Chapter 4: Conclusion and Recommendation
This research shows that online shopping is having very bright future in India.
Perception towards online shopping is getting better in India. With the use of
internet, consumers can shop anywhere, anything and anytime with easy and safe
payment options. Consumers can do comparison shopping between products, as
well as, online stores. For the evaluation stage, customers more think a lot of the
reputation from the E-commerce website, and the payment security for the
purchase stage. At the post-purchase stage, the factor of after services which is the
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most concerned about. Overall, the factors from the Internet that influenced or
prevented online consumer behaviours need to be carefully concerned by the
online retailers, who can utilize the appropriate marketing communications to
support the customer’s purchase decision making process and improve their
performance. The sector has been witnessing significant growth in recent years,
which is being helped by several drivers as below.
Young Population with rising incomes:
45% of the Indian population is below 25 years which accounts to close to 500
million
Consumers (18+) of which 230 million are in Urban India. With the rising incomes
and education levels, the expenditure is increasing.
Availability of Easy Credit Options:
With all the major players offering easy EMI schemes and with the increased
penetration of Credit cards, the Indian consumers now have an easier access to
consumer electronics
Changing Consumption Patterns:
Gone are the times when people bought electronics with the intension of using it
for years together. With increasing speed of innovations and as new technologies
come in, the Indian consumer wants the latest and the best. Now mobile phones are
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changed every year, laptops once in 2 years, etc. People want to be trendy and are
becoming tech frenzy.
Falling Prices of Consumer Electronics:
With new models, products and more competition, prices are being driven even
further down. Especially in the mobile phone segment, prices fall as much 20%
after 6 months after introduction.
1. 24*7 customer care facility should be available to take the customer’s order and
their concerns.
2. More secure payment option should be provided by the e-site, which will build
confidence in customers to buy online products.
3. Quality, size and the color of the product should not differ from what e-sites
display .
4. Return policy should be very good as customer believe if they didn’t like the
product.
5. E-sites should always deliver products as per their committed time line.

Every study has certain limitations. In my study, also there were certain
limitations, which I could not able to solve.
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1. The research was conducted in a very small area.

2. My research work period witness the biggest ups and downs in product sale of
different brands, which affected the perception of the customer. This was biggest
drawback of my study.
3. Some customer filled the questionnaire careless manner, so it was difficult to
make them hold for time.
4. I had only found the upper-middle class family to fill up the questionnaire, but
generally, an average middle class family was required for the study.
5. The sample size is also very small which represent my research on consumer
behaviour.
6. Because of using questionnaire as data gathering tools, the respondents may not
answer the questions exactly according to what they think and behave.
7. As we discussed before, there are many factors affecting on online shopping
behaviour. But in this study because of time constraints we didn't examined all
factors influencing on online shopping behaviour.
8. The methodology of this study for analyzing the data may not be able to fully
assess the online shopping behaviour of consumers based on discussed variables.

1. Conducting primary data source collection in bigger area.
2. by attending market research seminars on this topic.
3. By adding more variety of questions in survey
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BIBLOGRAPHY
 JOURNALS AND MAGAZINES

1. Preeti Khitoliya (2014) “customers attitude and perception towards online
shopping” PARIPEX, Indian journal of research, Volume: 3 | Issue: 6 | June 2014,
ISSN - 2250-1991
2. Kumar, Vinay and Dange, Ujwala, “A Study of Factors Affecting Online

Buying Behaviour: A Conceptual Model” (August 25, 2012). Available at
http://dx.doi.org/10.2139/ ssrn.2285350 last accede 31 May 2014 | [10] Karve
3. Sunil (January, 2014) “Study of youth with special reference to virtual 3d

online shopping” Sai Om Journal of Commerce & Management, Volume 1, Issue
1, pp 29-32 | | | Websites | http://www.hindustantimes.com/technology/webservice-
reviews/amazon-launches-online-shopping-site-in-india/ article1-1071213.aspx last
accede 31 May 2014
4. Dr. Renuka Sharma, Dr. Kiran Mehta and Shashank Sharma

“Understanding online shopping behaviour of Indian shoppers”, IJMBS Vol. 4,
Issue 3, Spl- 1 July - Sept 2014, ISSN : 2230-9519 (Online) | ISSN : 2231-2463
(Print)
5. Jongeun Kim (2004) “Understanding consumers shopping and purchasing
behaviours”, dept. Of apparel Merchandising and design, research for degree of
philosophy, faculty of Oklahoma state university.
6. The Institude, EE Times, EDN, Electronic Design are many other magazines.
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 Some websites
http://yourstory.com/2013/01/google-india-study-about-online-shopping/http://
yourstory.com/2015/08/indias-favourite-online-shopping-brand/
www.economictimes.com
www.ecommercetimes.com
www.google.com
www.scribd.com
www.wikipedia.com
QUESTIONNAIRE FOR ONLINE BUYING BEHAVIOUR
Q1. Preferred Product of Online electronics shopping?

 Cameras
 MP3 Players
 Televisions
 Laptops & PCs
 Mobile & Tablets
Q.2 Preferred Mode of Payment for online purchasing?
 NetBanking
 Debit Card
 Credit Card
 COD
Q.3 while online purchasing which parameter influences most?

 Price
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 Product Feature
 Brand
 Service
 Durability
Q.4 Preferred E-commerce brands?

 Flipkart
 Snapdeal
 HomeShop18.com
 Amazon.in
 Jabong
Q.5 Preferred platform for shopping?

 Mobile
 Tablets
 Laptops & PCs
Q.6. Regularity of online shopping?
 Monthly one product

 Weekly one product
 Yearly one product
 Monthly two product
 Yearly 5 product
Q.7From where you prefer buying consumer durables?
35
 Stores
 Online
Q.8Has your friends/relatives opinions influenced you to buy electronics products from online?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly disagree
Q.9What initiated you to purchase consumer durables for the first time?
 Word of mouth
 Friends
 Need Recognition
 Celebrities/Movies
APPENDIX
36
1. Introduction 08- 13
1.4Literature Survey
1.3 Research Gap
1.4 Research Design
2. Conceptual Framework 14-19
2.1 Conceptual framework of research

3. Analysis& Findings 20-30
3.2.1 Sample
3.2.2 Data Source
3.2.3 Tools Used
4. Conclusion and Recommendation 31-32

Biblography 33-34
Questionnaire 35- 37
37
38

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Consumer Satisfaction For Online Buying Of Electronic Products

Title of the Project

“CONSUMER SATISFACTION FOR ONLINE BUYING WITH REFERENCE TO THE

This is to certify that PUJA KHAITAN, a student of B.Com. Honours in

Place: Kolkata Signature

Place: Kolkata Signature

I take immense pleasure in presenting my maiden project paper in partial

I lovingly thank to my Family who provided me with the necessary infrastructure

Online shopping (sometimes known "electronic retail" or e-shopping) is a form

1.1 Background of the project

Online shopping (sometimes known

1.2 Literature Survey

Dr.Renuka Sharma , Dr. Kiran Mehta and Shashank Sharma (2014)

 The e-commerce market has a great potential for youth segment.

Preeti Khitoliya (2014) conducted research Paper on “Customers Attitude

Zia ul Haq Researched on Perception Towards online shopping: An

MD. Ashraful Haque Nabil studied on “Consumer Behaviour in the tablet

1.3 Research Gap

1. To compare the various online shopping sites for electronic products.

1.4 Research Design

Secondary data collection:

Primary data collection:

Chapter 2: Conceptual Overview

2.1 Conceptual framework of research:

Identified risks which will be having negative influence on attitude towards

Identified benefits which will be having positive influence on attitude towards

2.2 Global/National Scenario

systems. As a result, the e-commerce industry is generating higher sales volume

It is interesting to know that most bought accessories online is mobile phones

List of e-website for electronics products:

2.3 Benefits & Challenges

Benefits of online shopping over traditional stores:

2. Product variety will have positive impact on consumers towards shopping

5. Various modes of payment will have positive impact on consumers towards

Challenges of online shopping over traditional stores:

5. Fear of non-delivery of order will have negative influence on attitude towards

6. Non-return risk will have negative influence on attitude towards shopping

Chapter 3: Analysis& Findings

3.1 Objectives of the Study

2) Moreover, the expansions of the usage by individuals also become main

1) Recent status related to internet shopping in the INDIA.

2) The impacts of factor of Internet shopping influence online consumer

4) examine the business strategies affect online consumer behaviour in conclusion,

3.2 Methodology for the specific analysis

3.2.1 Sampling Methodology:

I have made questionnaire for customers, below details of sampling methodology.

No. of questions in questionnaires for customer: 10

No. of people met during the research: 200

No. of respondents during the research: 40

3.2.2 Data Source

 Questionnaires of Kolkata customers

 Google Scholar website (http://scholar.google.com)

3.2.3 Tools Used

3.3 Analysis of Findings

Secondary data Analysis:

1. Favorite E-commerce brands

2. Top platform for shopping

3. Regularity of online shopping.