A

PROJECT REPORT ON
“CUSTOMERS SATISFACTION TOWARDS ONLINE SHOPPING”
-

SUBMITTED TO
KUMAUN UNIVERSITY,NAINITAL

SUBMITTED IN THE PARTIAL FULFILLMENT OF

THE DEGREE IN
BACHELOR IN BUSINESS ADMINISTRATION
(2021-24)

SUBMITTED TO: SUBMITTED BY:

DR.BASKAR SINGH BISHT DEEPAK PALARIYA
AMRAPALI GROUP OF INSTITUTE, BBA 6TH SEM
SIKSHA NAGAR,LAMACHAUR ROLLNO:210945250055

Amrapali group of institute

Shikshanagar,lamachaur
Haldwani,uttarakhand
 DECLARATION

I declare that the project report entitled “customers satisfaction towards online
shopping “ is my on work conducted under the guidence
Of DR.BHASKAR SINGH BISHTat faculty of commerce and business
management at amrapali group of institute. I further declare that to the best of
my knowledge the project report has not previously formed the basis of the
award of any degree, diploma, or other similar title of recognition.

SignatureofProjectGuide Signatureof Student

DR.BHASKAR SINGH BISHT MR.DEEPAK PALARIYA

FORWAREDED
DR.AK SRIVASTAV HEAD OF DEPARTMENT
FACULTY OF COMMERCEANDBUISNESS MANAGEMENT
AMRAPALI GROUP OF INSTITUTES
HALDWANI(NAINITAL),UTTARAKHAND
 ACKNOWLEDGEMENT

Before I start with the details of my projects, I would like to add a few heartfelt words
for the people who were a part of my projects in numerous ways, the people who gave
me their immense support.

First,I thank our DirectorProf.(Dr.)DeepChandraOli,Dr.N.P.Singh(Dean)&Dr.A.

K. Srivastava, HOD for their timely support and knowledgeable guidance that helped
me in my project.

I would like to thank my Project Supervisor DR.BHASKAR SINGH BISHT for his
continuous support in my Survey. He was involved right from the selection till the
Implementation of the project. He taught me how to ask questions and express my
ideas. He showed me different ways to approach a problem and the need to be
persistent to accomplish any goal. His continuous support has helped me in removing
the operational Hurdles.

I also express my gratitude to all my faculty members who endured with extraordinary
grace and provided constant encouragement to my best efforts and made this a
rewarding experience.

DEEPAK PALARIYA
BBA VI Semester Roll no.
210945250055
 CHAPTER–1:INTRODUCTION 7-9
1.1 Introduction 7
1.2 Company profile 15
CHAPTER–2:LITERATUREREVIEW 10
CHAPTER– 13
3:OBJECTIVESANDSCOPEOFTHESTUDY
3.1 ObjectiveoftheStudy 13
3.2 Scopeof thestudy 13
CHAPTER–4:RESEARCHMETHODOLOGY 14-18
4.1 IntroductionOfResearch Methodology 14
4.2 Researchdataand Sources 15
4.3 Techniquesand tools 16
4.4 Sample technique/size 17
CHAPTER–5:DATA 19-36
ANALYSISANDINTERPRETATIONS
(usingvarious chartsandgraphs)
5.1 DataAnalysis&Interpretations 19
CHAPTER–6: FINDINGSAND CONCLUSIONS 37
CHAPTER– 38
7:RECOMENDATIONANDSUGGESSION
BIBLIOGRAPHYAND REFERENCES 39
ANNEXURE( Questionnaire) 40-46

5
 Executivesummary

Internet became more powerful and basic tool for every person’s
need and the way people work. By integrating various online
information management tools using Internet, various innovative
companies have set up systems for taking customer orders,
facilitate making of payments, customer service, collection of
marketing data, and online feedback respectively. These
activities have collectively known as e-commerce or Internet
commerce. Online shopping made so easy for everyone with
their product variations and simple way to buy things. An
attempt has been made to critically examine the customer
perception towards Online shopping. And delivers the
information about the factors that influence the customer views
to succeed in e-commerce market.

Here, survey method is being used here for collecting the

responses. Which means it is a descriptive study.

Reliability may be a concern because the questionnaire is

6
mostly floated amongst the students. Scope is not that much

limited because everyone has accessibility to the internet.

The central objective of the study is to know whether the

customers are satisfied with the product and services being
offered by the online sellers , Who are the major players in this
field , their prospected segment.

7
 Chapter-1

Introduction

Online shopping is a form of electronic commerce which allows

consumers to directly buy goods or services from a seller over
the Internet using a web browser. Consumers find a product of
interest by visiting the website of the retailer directly or by
searching among alternative vendors using a shopping search
engine, which displays the same product's availability and
pricing at different e-retailers. As of 2016, customers can shop

8
online using a range of different computers and devices,
including desktop computers,laptops, tablet computers and
smartphones.

An online shop evokes the physical analogy of buying products

or services at a regular "bricks-and-mortar"retailer or shopping
center; the process is called business-to-consumer (B2C) online
shopping.Whenanonlinestoreissetuptoenablebusinessestobuyfro
manotherbusinesses,the process is called business-to-business
(B2B) online shopping. A typical online store enables the
customer to browse the firm's range of products and services,
view photos or images of the products, along with information
about the product specifications, features and prices.

9
Onlinestorestypicallyenableshopperstouse"search"featurestofind
specificmodels,brandsor items. Online customers must have
access to the Internet and a valid method of payment in order to
complete a transaction, such as a credit card, an Interac-enabled
debit card, or a service such as PayPal. For physical products
(e.g., paperback books or clothes), the e-tailer ships the products
to the customer; for digital products, such as digital audio files
of songs or software ,the e-tailer typically sends the file to the
customer over the Internet. The largest of these online retailing
corporations are Alibaba,Amazon.com, and eBay.

Customer buying behavior in digital environment

The marketing around the digital environment, customer's

buying behaviour may not be influenced and controlled by the
brand and firm, when they make a buying decision that might
concern the interactions with search engine, recommendations,
online reviews and other information. With the quickly separate
of the digital devices environment, people are more likely to use
their mobile phones, computers, tablets and other digital devices
to gather information. In other words, the digital environment
10
has a growing effect on consumer's mind and buying behaviour.
In an online shopping environment, interactive decision may
have an influence on aid customer decision making. Each
customer is becoming more interactive, and though online
reviews customers can influence other potential buyers'
behaviors.

Subsequently, risk and trust would also are two important

factors affecting people's' behavior in digital environments.
Customer consider to switch between e-channels, because they
are mainly influence by the comparison with offline shopping,
involving growth of security, financial and performance-risks In
other words, a customer shopping online that they may receive
more risk than people shopping in stores. There are three factors
may influence people to do the buying decision, firstly, people
cannot examine whether the product satisfy their needs and
wants before they receive it. Secondly, customer may concern at
after-sale services. Finally, customer may afraid that they cannot
fully understand the language used in e-sales. Based on those
factors customer perceive risk may as a significantly reason
influence the online purchasing behaviour.
11
Online retailers has place much emphasis on customer trust
aspect, trust is another way driving customer's behavior in
digital environment,which cand epend on customer 'sattitude and

12
expectation. Indeed,the company'sproducts designor ideas
cannot met customer's expectations. Customer's purchase
intension based on rational expectations, and additionally
impacts on emotional trust. Moreover, those expectations can be
also establish on the product information and revision from
others

Payment

Online shoppers commonly use a credit card or a PayPal

account in order to make payments. However, some systems
enable users to create accounts and pay by alternative means,
such as:

 Billing to mobile phones

 Cash on delivery(C.O.D.)

 Debit card

 Direct debit in some countries

 Electronic money of various types

 Gift cards
13
  Wiretransfer/deliveryonpayment

 Invoice,especially popularin some markets/countries, such as

Switzerland

 Bit-coinorothercrypto-currencies

Some online shops will not accept international credit cards.

Some require both the purchaser's billing and shipping address
to be in the same country as the online shop's base of operation.
Other online shops allow customers from any country to send
gifts anywhere. The financial part of a transaction may be
processed in real time (e.g. letting the consumer know their
credit card was declined before they log off), or may be done
later as part of the fulfillment process.

There are several competitors fighting here suchas:

1) Flipkart2)Snapdeal3)Amazon4)Jabong5)Alibabaand etc.

14
Company Profile: Flipkart

Introduction: Flipkart is India's leading e-

commerce marketplace, revolutionizing the way
people shop online. Established in 2007 by
Sachin Bansal and Binny Bansal, Flipkart has
emerged as a pioneer in the Indian e-commerce
industry, offering a wide range of products across
categories such as electronics, fashion, home
essentials, books, and more. With a customer-
centric approach and innovative solutions,
Flipkart has become synonymous with trust,
reliability, and convenience in the Indian retail
landscape.
Mission Statement: To create a world-class e-
commerce platform that empowers customers,
15
sellers, and communities, fostering growth,
innovation, and inclusive development.
Vision: To transform the shopping experience,
making it accessible, seamless, and delightful for
every Indian, while driving economic prosperity
and social progress.

16
1. Innovative Solutions:
 Flipkart continuously strives to innovate and
enhance the shopping experience through
technological advancements, user-friendly
interfaces, and personalized recommendations.
 Initiatives such as Flipkart Plus loyalty program,
Flipkart Assured, and Flipkart Supermart have
further augmented customer engagement and
loyalty.
2. Partnerships and Acquisitions:
 Flipkart has forged strategic partnerships with
leading brands, manufacturers, and service
providers to offer exclusive deals and
collaborations.

17
 Notable acquisitions, including Myntra, PhonePe,
and eBay India, have expanded Flipkart's
ecosystem and diversified its offerings.

18
 Chapter-2

Literaturereview:

For the above stated objectives, a detailed review of literature

has been done and the information collected and utilized for the
research works have been presented below;

 Siriporn Thananuraksakul
(2018),” FACTORS INFLUENCING
ONLINE SHOPPING BEHAVIOR INTENTION: A
STUDY OF THAI CONSUMERS”
This research is aimed at contributing to the literature on factors
influencing Thai online shoppers' purchasing intention,
particularly on shoppers in Bangkok. The Theory of Planned
Behavior is adapted as the theoretical foundation for the
conceptual model used in the research. Descriptive research and
an anonymous questionnaire are designed as the data collection
methodology and are used in the survey fieldwork conducted at
central shopping malls in Bangkok during November and
December, 2005 covering 384 sample participants aged 25 years

19
old and older, with Internet competency. The One-way analysis
of variance (ANOVA) and Multiple Regression are used for
inferential statistics. The findings show that the most important
factor is posittive attitude toward online shopping followed by
trust and subjective norm.

 SubhankarTrivedi(2017),“CustomerssatisfactiontowardsOnli
neshopping”,
discussed that different options in internet encouraged people to
search and eventually purchase online, because there are more
than 100 million internet users in India. People those who are
using internet from 5 to 7 hours a day were found to be adopter
of online shopping. Price
consciousness,convenienceandvariety,easypaymentoptionsandch
allengesofonlineshopping are the factors found to be a
significant in online shopping.

 Saravanan S and Brindha Devi K (2015), “A Study on

Online Buying behavior with special reference to
Coimbatore city ”
focusedononlineshoppers’preferencesandproblemsonvariousonlinesho
ppingmarketers
20
.Higher computer literacy makes internet shopping smarter.
Their awareness about the internetalso makes them better
positioned to identify and take decision for products and
services.

21
  Ashish Pant (2014), “An Online Shopping Change the
Traditional Path of Consumer Purchasing”
concludedinhisresearcharticlethatasuccessfulwebstoreisnotthejus
ta good looking website with the dynamic technical features but
is also emphasis on building the relationship with customers
with making money.The success of any e-tailer company in
India is depending upon its popularity, its branding image, its
unique & fair policies, and its customer relations etc.

 Dhevika V.P.T, Latasri O.T.V, S Karmugil (2014),in

their paper“Factors Affecting Online shopping of
Customers”
revealed that the most important factor influencing online
shopping is-security, followed by – trust worthy shopping and –
website design/features and the least important factor
influencing is –bargaining shopping, there is no significant
association between security and website design/features of the
respondents and their overall online buying behaviour.

22
  Adrita Goswami (2013), studied “Customer Satisfaction
towards Online Shopping with Special Reference to
Teenage Group of Jorhat Town”
study concludes that online customers are satisfied in the aspects
such as Price, Quality of products, Ease of use in mobile
platform and Timely Delivery at remote areas. This research
explicitly indicates that online marketer should give more
importance on price factor and after sale factor.

 ANTHONYD.MIYAZAKI,ANAFERNANDEZ,Firstp
ublished:3March2005 (Consumer Perceptions of
Privacy and Security Risks for Online Shopping)

Government and industry organizations have declared

information privacy and security to be
majorobstaclesinthedevelopmentofconsumer‐relatede‐
commerce.Riskperceptionsregarding Internet privacy and
security have been identified as issues for both new and
experienced users of Internet technology. This paper explores
risk perceptions among consumers of varying levels of Internet
experience and how these perceptions relate to online shopping
23
activity. Findings
provideevidenceofhypothesizedrelationshipsamongconsumers’levelsof
Internet experience,

24
theuseofalternateremotepurchasingmethods(suchastelephoneand
mail‐ordershopping),the perceived risks of online shopping, and
online purchasing activity. Implications for online commerce
and consumer welfare are discussed.

 WhatmakesconsumersbuyfromInternet?
Alongitudinalstudyofonlineshopping Published in:
IEEE Transactions on Systems, Man, and Cybernetics -
Part A:Systems and Humans (Volume: 30, Issue: 4, Jul
2000 )

The objective of this study is to investigate the factors affecting

online shopping. A model explaining the impact of different
factors on online shopping intentions and behavior is developed
based on the theory of planned behavior. The model is then
tested empirically in a
longitudinalstudywithtwosurveys.Datacollectedfrom705consum
ersindicatethatsubjective norms, attitude, and beliefs concerning
the consequences of online shopping have significant effects on
consumers' intentions to buy online. Behavioral control and
intentions significantly influenced online shopping behavior.

25
The results also provide strong support for the positive effects of
personal innovativeness on attitude and intentions to shop
online.The implications of the findings for theory and practice
are discussed.

26
 Chapter-3

Objective and Scope of the study

 OBJECTIVESOFTHE STUDY :

 To record the respondents perception towards Online shopping.

 To investigate the major factors that impact customer
satisfaction towards Online purchase.
 To know the motivating factors to increase purchase.
 To know the factors that influences the customer, to switch.
 To know the customers are satisfied with service network or not.
 To know the whether seller ’s performance matching with the
customers expectations.

 SCOPEANDLIMITATION OFTHE STUDY :

 The study covers the companies who have on lye-existence for
processing transactions.
 The Sample Size is Limited, So as to give the accurate
information regarding Customer’s thoughts.
27
 Thescopeisverylimited,becauseattitude&expectationsofthep
eoplechange according to the time & situation.
 95respondentsparticipatesingatheringinformation.
 2Months is the timeduration for thestudyconducted.

28
 Chapter-4

Research Methodology

Topic :

 “CUSTOMERSPERCEPTIONTOWARDSONLINESHOPPING
”.

SampleSize:

 The sample size for the survey conducted was95Respondents.

Instrument:

 Questionnaire

Type of study :

Descriptivestudy

Type of data collected:

29
There are two types of data used. They are primary and secondary
data.

 Primary data--Primary research involves the collection of

original primary databy
researchers.Itisoftenundertakenafterresearchershavegaineds
omeinsightintoanissue by reviewing secondary research or
by analysing previously collected primary data. In this
study questionnaire is being used as primary data
collecting.

30
  Secondary data--Secondary data refers to data that was
collected by someone other than the user. Common sources
of secondary data for social science include censuses,
information collected by government departments,
organisational records and data that was originally
collected for other research purposes. For secondary data
collection several websites were floated. (like google
scholar ,emeraled study and etc).

Techniques of DataAnalysis :

 Dataanalysisisaprocessofinspecting,cleansing,transformin
g,andmodelingdatawith the goal of discovering useful
information, suggesting conclusions, and supporting
decision-making.

 Statistical tools are used here.

 Data is presented in both chart as well as in graphs for better

understanding.
31
 Chapter-5
DataAnalysis&Interpretation
(usingvariouschartsandgraphs)

1) Pleasetick theagegroupyou belongto :

32
 Interpretation:-
 Fromtheabovechart,wefindthattherearelargeno.ofpeopleofy
oungeragethatis 82.1%.
 Butthereisa suddendeclinewhenwetalkabout theagegroup of 25-
35,35-50 and 50+.
 95peopleansweredthisquestionoutof 95.

33
 2) Gender

Interpretation:
 Female participants in the survey are higher in count as
compared to male participants.(i.e. 51.1%) .
 Andmaleparticipantsare47.9%.
34
 3) Occupation

Interpretation:

 Alltheparticipantansweredthisquestion.
 Maximumno.amongstthemarestudentswiththe percentageof73.7.
 9.5isthepercentageofbothBusinessand Salariedprofessionals.
35
 4) IncomeRange

Interpretation:-

 Asthemaximumnumberofrespondentsarestudentthat’swhy5
7.6%ofpeopleselected the group of less than 2 lakhs.
36
 85people respondedto thisquestion outof 95.
 And the second highest count of participants arefrom 2to 5lakhs
perannum group.
 10.6, 9.4, 8.2 is the percentage of respondents from income
group of 8 to 10 lakhs pa. ,5 to 8 lakhs pa. , more than 10
lakhs respectively.

37
5) Qualification

6) Are you aware of ecommerce website

38
Interpretation:-Maxno. ofpeople areawareofit only1.1%(i.e.3 out
of96) doesn’t.

39
7) How frequently do you shop through e-commerce website

Interpretation:-

 Most of the people very frequently do online

shoppingi.e.68.4%.

40
8) How did youcometoknow about online shopping.

Interpretation:-

 From the above chart, we find that there are large no.
of people who get aware fromtelevision
advertisements. (i.e. 34 participants).
 Butall themarketingtechniquesworks fortheseonlinesellers.
 In short, Most of the people came to know about it
through friends followed by television and online
41
advertisements. This proves that word of mouth
strategy is the most successful means of making
people aware about them and their products. This
success can onlybe gained through satisfied customers
who act as advocates for your products.

42
 9) Whichisyourmostpreferrede-commerce website

Interpretation:-
 According to this survey, flipkart is used bymaximum no.
of people then snapdeal arises with 51.6% and 21.1%
respectively.
 Jabongisused by15.8%.
 Myntraandamazonuserswerearound6.3% and5.3%respectively.
43
 10) How frequently have you used the e-commerce
website for getting informationbefore shopping at a
physical store

Interpretation:
 Maximumno.ofpeopleusese-commercesitestogetsomekindof
44
information.

45
 11) How often does the promotional scheme on websites
influence you to visit their site?

Interpretation:

 Morethan 50%of the people usuallyget influenced bythe schemes

shownon itswebsite.
 12.8%ofthepeople alwaysgotinfluenced bytheschemes shown.
 Butthereissome percentageof peoplewho rarelyor never get
influenced.

46
 Schemesare working.

47
 12) Howoftendoestheproductreview influenceyour decision?

Interpretation:

 ManyParticipantsoftengothroughtheproductreviewbefore
makingtheirdecisionto

48
 13) Tick all the product varieties that you generally prefer
buyingonline?

Interpretation:
 Here percentages belongs to:
 Clothing-70.5%
 Personal products (perfumes, beautycreams, razors,toothbrush)-
31.6%
 Mobiles/tablets-82.1%
 Laptops and accessories –29.5%
 Cameras-0
 Books-7.4%
49
 14) I sometimes don’t purchase a certain category of products
because of

Interpretation:

 Delivery time, inability to touch and experience the product

online and lack of trust are the reasons for not going
towards online shopping.
50
15) Pleaseratetheuserfriendliness of website’sforproduct
comparison

51
 Interpretation:

Ifweanalyzethisresponsein termofpositiveandnegativethen itwillbe ;

 49.4%positiveresponse
i.e.goodforproductcomparison(from18+29respondents)
 29.5%neutral ormoderate.(i.e. 28 respondents )
 21.1%negativeresponsefrom21peopleoutof 95.

52
16) Please rate the user friendliness of website’s for price
comparison (1-5,excellent to very poor).

53
17) Ratefrom1whichrepresentsexcellentto5whichrepr
esents verypoorfor Payment options offered

54
18) Pleaseratefrom1whichrepresentsexcellentto5whichre
presentsverypoor regarding the speed or response
time.

19) Pleaserateyourexpectationsinashoppingmodel(inascal
eof1-5,Least preferred to most preferred)

55
Convenience

56
 Minimum delivery time (in a scale of 1 - 5, Least preferred to
most preferred)

Interpretation:Acctothe responsesdeliveryisquiteappreciable.

Product trial experience (in a scale of 1 - 5, Least preferred to

most preferred)

57
Interpretation:Alsointhis regardresultsarepositive.

58
 Discounts/ deals

Interpretation:Discounts granted and deals are very much excel from

customers point of view.

Product variety

59
Interpretation:Thisresponsestatesthatonlineseller’sprovideslarg
evarietiesofchoicefrom each segment which they offers to its
customers.

60
 Chapter-6

Findings and Conclusions

Frequency of purchase is more among Students.

People’searning doesn’t matter whether they
shop online or not. Both male and female
goes for online purchase in equal ratio.
The number of people with older age are not that much interested
to shop online so the companies should also do something for this
segments.
Word of mouth was more influential in promotion as many
people was made aware by their friends.
Most of the respondent are satisfied with the services and are
willing to recommend them to make others to go for it.
Excepttrialexperience,allothersareconsideredimportantinthed
ecisionmakingof online purchases.
People are not at all interested in buying furniture.
Almost all the factors that these companies are focusing on
to are of high importance to the Younger age people.
61
The commercials used by them are effective enough to
convey the messages in the ads are interesting enough to
gain attention and position itself into the prospects mind.

62
 Chapter-6

Recommendation/Suggestion

“Brands can significantly improve the customer experience

by product reviews on their site.

Senioragedpeoplehaveaverylessfrequencyofpurchase.Theref

oretheco.should attract them also.

Online sellers need to be aggressive at providing better

services which can be fulfilled by reducing the delivery

time, selling second hand products which will increase

consumers’ affordability much more and enhance

penetration into the market.

They can even have their retail stores which can give an

access to consumers to feel and analyze the products, which

will help them win the consumers faith.

63
 References/Bibliography

 Wikipedia
 Google scholar.
 Google(forms,docs ,sheets)
 https://aujm.au.edu/index.php/AUJM/article/view/24
 https://www.emeraldinsight.com/doi/abs/10.1108/JRIM-
02-2017-0015
 https://www.emeraldinsight.com/doi/abs/
10.1108/09590550310457818
 shopping-inertia/so-article1-780440.aspx
 businesstoday.intoday.in/story/flipkart-online-
shopping-e-commerce-order-books-
online/1/20797.html
 ImagesfromGoogleImages.com
 CommercialsfromYoutube.com

64
 Annexure
: Customer Perception Towards Flipkart’s
Products and Services
1. Age Group:
 16-25
 25-35
 35-50
 50 or above
2. Gender:
 Male
 Female
3. Occupation:
 Salaried Professional
 Salaried senior/junior executive
65
 Business
 Student
 Unskilled
 Others (please specify: __________________)
4. Income Range (per annum):
 Less than Rs.2 lakhs
 Rs.2 to Rs.5 lakhs
 Rs.5 to Rs.8 lakhs
 Rs.8 to Rs.10 lakhs
 More than 10 lakhs
5. Education Level:
 Postgraduate
 Graduate
 Higher secondary school certificate
 High School certificate
66
 Less than 12 years in school
6. Frequency of Shopping through E-
commerce Websites:
 Most Likely
 Very Likely
 Not Likely
 I never shop online
7. Awareness of E-commerce Websites:
 Yes
 No
8. How did you come to know about them?
(Tick all that apply)
 Friends
 Television
 Newspapers and Magazines
67
 Advertisements on Websites
 Others (please specify: __________________)
9. Most Preferred E-commerce Website:
 Flipkart
 Jabong
 Snapdeal
 Myntra
 Others (please specify: __________________)
10. Frequency of Using E-commerce Websites
for Information before Shopping at Physical
Stores:
 Almost Often
 Often
 Quite Rarely
 Rarely
68
 Never
11. Influence of Promotional Schemes on
Websites:
 Always
 Often
 Occasionally
 Rarely
 Never
12. Influence of Product Reviews on Decision:
 Always
 Often
 Occasionally
 Rarely
 Never

69
13. Reasons for Not Purchasing Certain
Categories of Products:
 Delivery time
 Can't touch and experience product online
 Replacement time
 Price
 Habit of purchasing from open market
 Lack of immediate service
 Lack of trust
 Others (please specify: __________________)
14. Preferred Product Categories for Online
Shopping (Tick all that apply):
 Clothing
 Personal products (perfumes, beauty creams,
razors, toothbrush)
 Mobiles/tablets
70
 Laptops and accessories
 Cameras
 Books
 Kids products
 Sports and Fitness
 Furniture
15. Rating of Website User Friendliness (1-5,
excellent to very poor):
 For product comparison: _______
 For price comparison: _______
 Payment options offered: _______
 Speed of website: _______
16. Expectations in a Shopping Model (Scale of
1-5, least preferred to most preferred):
 Convenience: _______
71
 Minimum delivery time: _______
 Product trial experience: _______
 Discounts/deals: _______
 Product variety: _______


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