PROJECT REPORT

(Submitted for the Degree of B.com Honours in Accounts and Finance under the University of
Calcutta)

TITLE OF THE PROJECT

“A study on consumer response towards online shopping application/websites”

SUBMITTED BY

NAME OF THE CANDIDATE: SHRUTI PRADHAN

REGISTRATION NUMBER: 017-1211-0656-20

CU ROLL NUMBER: 201017-11-0010

NAME OF THE COLLEGE: THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

COLLEGE UID: 0102202524

SUPERVISED BY

NAME OF THE SUPERVISOR: MR. SAYAN ROY

NAME OF THE COLLEGE: THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

MONTH AND YEAR OF SUBMISSION

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 1

 JUNE 2023

SUPERVISOR’S CERTIFICATE

This is to certify that Ms. Shruti Pradhan a student of B.Com Honours in Accounts and Finance of
The Bhawanipur Education Society College under University of Calcutta has worked under my
supervision and guidance for her Project Work and prepared a Project Report with the title “ A
STUDY ON CONSUMER RESPONSE TOWARDS ONLINE SHOPPING
APPLICATION/WEBSITES” which she is submitting , in her genuine and original work to the
best of my knowledge.

Signature:

Name:

Designation:

Name of the college:

Place: Kolkata

Date:

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 2

 STUDENT’S DECLARATION

I hereby declare that the Project Work with the title “A STUDY ON CONSUMER RESPONSE
TOWARDS ONLINE SHOPPING APPLICATION/WEBSITES” submitted by me for the
partial fulfilment of the degree of B.Com Honours in Accounts and 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 chapter of this manuscript in whole or in part has been incorporated in this
report from any earlier work done by others or 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.

Signature:

Name: Shruti Pradhan

Address: 17/60, D.L.Khan road, Kolkata -700 027

Registration No.: 017-1211-0656-20

Place:

Date:

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 3

 ACKNOWLEDGEMENT

“As we express our Gratitude, we must never forget that the highest appreciation
is not to utter words but to live by them.”

-John F Kennedy

I would like to express my sincere gratitude towards the University of Calcutta for incorporating
such an exercise as a part of the curriculum in the third year of our B. Com Honours course since it
has presented me with an excellent opportunity to explore my analytical and report-writing skills,
consequently preparing me for my corporate future.

Secondly. I would like to thank my supervisor - Mr. Sayan Roy for giving me a step-by-step
guidance and tremendous support. Without his encouragement this project would not have
materialized.

Thirdly, I would like to show my greatest appreciation to all the people who very courteously
answered the questionnaire without which successful completion of this project was not possible.

Last but not the least, I am grateful to my family and friends for supporting me throughout.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 4

 INDEX
SERIAL NO PARTICULARS PAGE NO
1 INTRODUCTION 6-14
1.1 BACKGROUND OF THE STUDY 6
1.2 LITERATURE REVIEW 7-10
1.3 OBJECTIVES OF THE STUDY 11
1.4 RESEARCH METHODOLOGY 12
1.5 LIMITATIONS OF THE STUDY 13
1.6 CHAPTER PLANNING 14
CONCEPTUAL FRAMEWORK,
2 15-23
NATIONAL AND GLOBAL SCENARIO
2.1 ONLINE SHOPPING 15
2.1.1 OVERVIEW 15
2.1.2 HISTORY OF ONLINE SHOPPING 16
2.1.3 FEATURES OF ONLINE SHOPPIG 17
2.1.4 ADVANTAGES OF ONLINE SHOPPING 18
2.1.5 DISADVANTAGES OF ONLINE SHOPPING 19
2.2 NATIONAL SCENARIO 20-21
2.3 GLOBAL SCENARIO 22-23
3 PRESENTATION, ANALYSIS AND FINDINGS 24-61

3.1 PRESENTATION OF DATA: CASE STUDY

24
COMPANY PROFILE

3.1.1 AMAZON – COMPANY PROFILE 24-26

3.1.2 MYNTRA – COMPANY PROFILE 27-28
3.1.3 FLIPKART – COMPANY PROFILE 29-31
3.1.4 MEESHO – COMPANY PROFILE 32-33
3.2ANALYSIS AND INTERPRETATION 34-65
3.3FINDINGS 66
3.4 IMPACT OF COVID-19 ON ONLINE SHOPPING 67
4 CONCLUSION AND RECOMMENDATION 68-72
4.1 CONCLUSION 68-69
4.2 RECOMMENDATION 70-71
BIBLIOGRAPHY 72
ANNEXURES 73-82
ANNEXURE (QUESTIONNAIRE) 73-78
ANNEXURE (RESPONDENT LIST) 79-82
CHAPTER 1

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 1.1 BACKGROUND OF THE STUDY

In today’s era, shopping on the internet is the convenient way as there is no time restriction. It’s
comfortable as it is in the user-friendly environment and there is an instant satisfaction of ordering,
paying and delivery. Online shopping provides consumers with more information and opportunities
to compare with wide range of products, competitive pricing along with convenience and smooth
way of finding desired products online.

Source: https://kalingatv.com/technology/online-shopping-by-indian-gated-communities-to-hit-500bn-by-2026/

The study aims to explore the customer satisfaction towards users of different online shopping
platforms across the nation. Applications like Myntra, Flipkart and Amazon are the big players of
this field and have a strong image among the consumers. Convenience sampling method has been
used for collecting the sample and structured questionnaire used for collection of data. The
questionnaire includes data like discount and offers, varieties of product, payment methods,
replacement policies, customer services, delivery time etc. to conclude the study.
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. In modern
shopping environments, people are more likely to use their mobile phones, computers, tablets and
other digital devices to gather information.

1.2 LITERATURE REVIEW

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 6

The literature review is a written overview of major writings and other sources on a selected topic.
Sources covered in the review may include scholarity journal articles, books, government reports,
websites, etc. The literature review provides a description summary and evaluation of each source. It
usually presented as a section of a graduate thesis or dissertation.

1. Literary work: “E-commerce and its impact on operations management”

Author: Gunasekaran, Marri, McGaughey, & Nebhwani
Year: 2021
Gunasekaran, Marri, McGaughey, & Nebhwani give a broad outlook of electronic commerce within
organisational systems defining it with reference to e-trading and elaborating- how it has permeated
every field of business. The paper identifies the revolutionary role played by earlier internet
applications like e-mail and electronic data interchange and details the revolutionary changes brought
by the internet technologies in manufacturing, marketing, purchasing, design, production, selling and
distribution, warehousing and human resource management. Internet based technologies have
enabled businesses to shorten development, purchase and procurement cycles, maintain upto date
product and market information, significantly increase the speed of communications and increase the
quality of customer relationships by facilitating close contact and constant communication. The
paper studies in depth, the significance of web based technologies in different business operations,
thus, improving their efficiency through effective B2B e-commerce.

2. Literary work: “A Study on Current Status of E-Commerce in India: A Comparative Analysis of

Flipkart and Amazon”
Author: Mishra & Kotkar
Year: 2021
Mishra & Kotkar trace the timeline and development of B2C e-commerce in with its inception in the
mid 1990s through the advent of matrimonial and job portals. However, due to limited internet
accessibility, weak online payment systems and lack of awareness, the progress was very slow. The
Indian B2C e-commerce industry got a major boost in mid 2000s with the expansion of online
services to travel and hotel bookings which continue to be major contributors even today.

3. Literary work: “Growth of E-Commerce in India”

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 7

Author: Das & Ara
Year: 2020
Das & Ara observe in that though online travel and hotel bookings still control the lion’s share of e-
commerce market, their share has comparatively fallen over the years due to the recent augmentation
and consequent rise of e-tailing services. There has been a tremendous surge in the volume of
investment in this sector. With the e-commerce markets in the west reaching their saturation,
investors see tremendous potential in the Indian market, in the light of which, many start ups have
received funding from venture capitalists and private equity firms.

4. Literary work: “Analysing customer satisfaction: user perspective towards online shopping”
Author: Urvashi Tandon, Ravi Kiran & Ash Sah
Year: 2020
Urvashi, Ravi & Ash conclude that perceived usefulness and websites functionality have a positive
impact on customer satisfaction, whereas perceived usability had a significant but negative impact on
customer satisfaction.

5. Literary work: “Changing role of Internet for online shopping”

Author: Dellarocas McCrahan
Year: 2019
With online shopping consumers can buy products without an intermediary service. The changing
role of the internet and the corresponding websites has a significant impact on companies.
Consumers can make their opinions and experiences about products available on the internet.

6. Literary work: “Problems and Prospects of E-Commerce”

Author: Raghunath and Panga
Year: 2018
Raghunath & Panga present a comprehensive analysis of various nuances of e-commerce while
accentuating that, in present time every business activity, be it advertising, ordering, payment etc,
can be performed in the digital ecosystem. The paper also enlists numerous points on the importance
of e-commerce which are responsible for its development as the new convention. It has enabled the
creation and exploitation of new business opportunities, at the same time increasing the say of
customers in the development of new products and services. E-commerce has not only augmented
the performance of internal business management, but, has also enabled better customer relationships
by promoting a business model that is essentially based on information sharing
7. Literary work: “Transformation from Ecommerce to M-commerce in Indian Context”

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 8

Author: Deshmukh, Deshmukh & Thampi
Year: 2018
Deshmukh, Deshmukh & Thampi recognise another important development: m-commerce, which
they identify as a subset of e-commerce, reviews the current and potential status of e-commerce and
m-commerce in the Indian market, while projecting the latter as the potential future. The paper
discerns ubiquity, personalization, flexibility and immediacy as the singular advantages of m-
commerce. The authors affirm the idea that smart phone penetration and rise in inetrnet user base,
mostly driven by youth, shall propel the growth of e-commerce. Statistical data is used to emphasize
that the infrastructure requisite for m-commerce development already exists, however, it is yet to be
properly deployed. With mobile penetration providing a boost to digital downloads and enabling
cheaper monetary transfers, the need of the hour is to enhance customer confidence by providing
them assurance of safety and privacy, which shall accelerate movement towards a cashless economy.

8. Literary work: “Online shopping across nation”

Author: Oracle ATC Web Commerce
Year: 2017
ATG (acquired by Oracle in 2010) commissioned a consumer survey to examine the differences in
attitudes toward online shopping across the U.K., Spain, Germany, France, and Benelux (Belgium,
the Netherlands, and Luxembourg). The study asked more than 6,500 consumers about their
satisfaction, likes and dislikes, common frustrations, and spending habits related to online shopping.
The research shows marked differences in buying behaviours among the countries surveyed and
highlights clear areas where retailers can improve the online shopping experience they offer to
customers.

9. Literary work: “The entire online process of developing, marketing, selling, delivering, servicing
and paying for products and services”
Author: Rina Upadhyay
Year: 2017
Despite innumerable prospects, the growth of e-commerce in India has not been up to its full
potential due to certain challenges that inhibit the growth of firms. The growth of digital commerce
in India is impeded by inadequate infrastructure, logistics failure, lack of tax uniformity and
declining margins. In the face of intense competition, firms have to pamper the customers with huge
discounts, everyday offers and liberal returns policy which proves detrimental to their profits. As
against the firms following inventory model, e-market places are more adversely affected by

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 9

subsidies as they have to offer incentives to the seller for listing their products on the website in
addition to the humungous discounts and wide range of offers to the customers. The increasing
fulfillment costs, lack of last mile connectivity in many sub-urban and rural areas and the rising
reverse logistics also hinder the the growth of e-commerce firms by resulting in huge loss.

10. Literary work: “The Future of B2C E-Commerce”

Author: Numberger & Renhank
Year: 2015
As noted by Numberger & Renhank absence of a precise and sustainable definition of e-commerce
has led to a lack of consensus on quantitative estimates of e-commerce. While there is an agreement
about the importance of various aspects of e-commerce, they are conceptualized differently. Thus,
there is a lack of generally accepted definition, one which has a holistic overview of ecommerce.
Most popularly, it is understood as the exchange of goods and services through an electronic
medium.

11. Literary work: “A study on shopping orientations among college students”

Author: Yoo-KyoungSeock and Lauren R. Bailey
Year: 2015
This study investigated college students’ shopping orientations, and examined the relationships
between their shopping orientations and searches for information about and purchases of apparel
products online and the differences between male and female students in their shopping orientations
This study provided suggestions for apparel e-tailors to develop effective marketing strategies to
reach their target market, for consumer educators and for educators in the retail merchandizing area
to prepare their students for future careers.

12. Literary work: “Transaction cost of Online shopping”

Author: Thompson S.H. Teo, Pien Wang, Chang Hong Leong,
Year: 2015
Building upon Transaction Cost Economics (TCE) theory, this paper hypothesises that consumers'
transaction cost of online shopping is affected by six antecedents: product uncertainty, behavioural
uncertainty, convenience, economic utility, dependability, and asset specificity. The implications of
the results are discussed.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 10

 1.3 OBJECTIVES OF THE STUDY

The objective of the study is to examine and analyze: -

 To analyse the effectiveness of online shopping.

 To study the major factors that impact customer satisfaction towards online shopping
application/websites.
 To compare the customer satisfaction towards different shopping application/websites
available online.
 To identify the problems faced by consumers while shopping online.
 To make recommendations, for the problems faced for online shopping application/websites.

Source: https://medium.com/@nyxonedigital/importance-of-e-commerce-and-online-shopping-and-why-to-sell-online-
5a3fd8e6f416

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 1.4 RESEARCH METHODOLOGY

 To investigate the elements that influence customer perceptions for online shopping
applications/ websites.
 To locate the widely used online shopping application/websites.
 To investigate the link between the online shopping application/websites and the service it
offers.

Data Collection and Analysis

The information was gathered from both primary and secondary sources.

 Primary data is information acquired by the customers who use online shopping
application/websites like Myntra, Amazon, Flipkart etc. via a questionnaire based on their
attitudes and views.
 Secondary data contains information obtained from websites, newspapers, magazines about
various apps, the condition of the industry and so on.

Sample Size

The total sample size was 100 respondents, out of which a major portion was Gen Z i.e., people of
the age group 18 – 28 years.

Analysis and Interpretation

Customers’ socioeconomic traits were investigated in order to better understand their behaviour
when it came to using online shopping sites. These are important factors since these determine the
consumption pattern and customer behaviour when it comes to these applications. The use of online
shopping application/websites are used to be influenced by the customers’ age and education.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 12

 1.5 LIMITATIONS OF THE STUDY

The limitations of the study are as follows: -

 Could not travel to the poor and ask them personally about such study.
 This study is based on the respondent’s satisfaction, but it may change with time and need.
 The data collected from the secondary sources might not be the latest one due to the lack of
data availability.
 I have not used the modern statistical tools to analyse the data.
 Not many age groups use online shopping applications or websites so data analysis may be
analysed for a specific age group.
 This study is based on only 100 respondents which cannot judge the response of the entire
population.

Source: https://www.indiafilings.com/learn/what-are-the-limitations-of-llp/

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 13

 1.6 CHAPTER PLANNING

CHAPTER 1: INTRODUCTION
Here, we briefly address the important role of online shopping industry in influencing people’s
life and habits. How online shopping was started and how it became popular. Next in the study,
we discovered the objectives, research methodology and limitations of the study.

CHAPTER 2: CONCEPTUAL FRAMEWORK

Here, we go over the basics of online shopping sites, points that should be understood while
studying, the current state of domestic economy, a quick overview of the global economy and a
discussion of the key players in its organisational structure

CHAPTER 3: PRESENTATION, ANALYSIS & FINDING

Here, we talk about intentions of consumer over the data gathered through a survey conducted
over questionnaire with the use of bar, pie and other types of chart, degree of satisfaction and
other data.

CHAPTER 4: CONCLUSION, RECOMMENDATION & BIBLIOGRAPHY

Here, I sum up the study by learning how an individual react over online shopping instead of
offline shopping, their preference and expectations, their level of risk and their near future
scenario. I also summed up my bibliography under this chapter.

ANNEXURES
Here I present my questionnaire in Annexure I and respondent list in Annexure II where all the
questionnaires are present and the respondent list shows the name and basic details of individual
who filled up the form to help me conclude my project.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 14

 CHAPTER 2

2.1 ONLINE SHOPPING

2.1.1 OVERVIEW

What is online shopping?

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 or a mobile app.
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 2020, customers can shop online using a range
of different computers and devices, including desktop computers, laptops, tablet
computers and smartphones. Using online shopping facilities one can order product for self or to gift
friends or family staying far from them. 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. When an online store is set up to enable
businesses to buy from another businesses, 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. Online stores usually enable shoppers to use "search" features to
find specific models, brands or 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 Interact-
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 usually sends the file to the customer over the Internet. The
largest of these online retailing corporations are Alibaba, Amazon.com, and eBay. Many people
choose to shop online because of the convenience. Subsequently, risk and trust would also are two
important factors affecting people's' behaviour in digital environments. Customers 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.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 15

 2.1.2 HISTORY OF ONLINE SHOPPING

Online shopping had a rather slow and disorderly journey in India, it has not picked up as much as it
should have primarily due to the fact that internet penetration itself was quite low and secondly (and
importantly) the customers were not aware about it as well. Moreover, the customers are not ready to
take the risk of buying a product without seeing it physically. Traditionally, Indians are conservative
in their approach to shopping. They want to touch and feel the products and test its features before
buying anything. Online shopping started early in 1995 by the introduction of internet in India.
Online shopping became popular during the Internet boom in 1999-2000 with the well know auction
site know as bazee.com. Soon amazon.com, the online bookstore founded by Jeff Bezos, created
history by becoming the first bookstore with a presence only on the Internet. Later on following the
success of Amazon, many other bookstores with a physical presence also created an online presence
on the Internet. Thereafter in 2005 bazee.com was taken up by ebay. The trend of online shopping
took a good pace and many new portals started like amazon, flipkart, snapdeal, yebhi, gadgetsguru,
myntra, iBibo, makemytrip, yatra, craftsvilla and so on. Many home portals such as Yahoo.com,
Indiatimes.com and Rediff.com came up with online shopping options for the Indian consumer. It is
convenient, faster and sometimes also cheaper than the traditional buying. Now a day’s buying train
ticket, bus ticket, air ticket all of them have gone through online option as well. Rather than standing
in a long queue and waiting for your turn to purchase a ticket, people are finding it simpler to log on
to a website and buy it. In some instances, you may have to pay a premium for an online purchase
but it is still preferred because the convenience factor is much higher. For example, if you want to
buy movie tickets online you may have to pay extra amount over the actual price of the ticket but
because of its convenience, people are opting for it. Buying or placing an order online is also useful
when you need to send a gift to a friend who is staying in a different city or country. For example,
you can send flowers, cake and chocolates to your friend in New York on his/her birthday by placing
an order for it on the Internet from your home in Mumbai.

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 2.1.3 FEATURES OF ONLINE SHOPPING

The features of online shopping are as follows: -

 Detailed in the product description.

 Demo videos are available for some products.
 Free ad competitive shipping options.
 Good quality product photos with an image you can zoom and thumbnails.
 FAQ and review boxes are also available.
 Customer can review their products.
 Advanced navigation and search function are also available.
 A fast guest check-out option.
 Multiple payment options like a credit card, COD, debit card, Paypal, PO, etc.
 Engaging and informative about us page with contact us details.

Source: https://www.freepik.com/vectors/online-shopping-illustration

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 17

 2.1.4 ADVANTAGES OF ONLINE SHOPPING

The various advantages of online shopping are as follows: -

1. Convenience of online shopping: Customers can purchase items from the comfort of their own
homes or work place. Shopping is made easier and convenient for the customer through internet. It is
also easy to cancel the transactions.
2. No pressure shopping: Generally, in physical stores, the sales representatives try to influence the
buyers to buy the product. There can be some kind of pressure, whereas the customers are not
pressurized in any way in online stores.
3. Online shopping saves time: Customers do not have to stand in queues in cash counters to pay
for the products that have been purchased by them. They can shop from their home or work place
and do not have to spend time traveling. The customers can also look for the products that are
required by them by entering the key words or using search engines.
4. Comparisons: Companies display the whole range of products offered by them to attract
customers with different tastes and needs. This enables the buyers to choose from a variety of models
after comparing the finish, features and price of the products on display, Sometimes, price
comparisons are also available online.
5. Availability of online shop: The mall is open on 365 x 24 x 7. So, time does not act as a barrier,
wherever the vendor and buyers are.

Source: https://www.quora.com/What-are-the-benefits-of-online-shopping-and-offline-shopping

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 18

 2.1.5 DISADVANTAGES OF ONLINE SHOPPING

The various disadvantages of online shopping are as follows: -

1.Delay in delivery: Long duration and lack of proper inventory management result in delays in
shipment. Though the duration of selecting, buying and paying for an online product may not take
more than 15 minutes; the delivery of the product to customer’ s doorstep takes about 1-3 weeks.
This frustrates the customer and prevents them from shopping online.
2. Lack of significant discounts in online shops: Physical stores offer discounts to customers and
attract them so this makes it difficult for e-tailers to compete with the offline platforms.
3. Lack of touch and feel of merchandise in online shopping: Lack of touch-feel-try creates
concerns over the quality of the product on offer. Online shopping is not quite suitable for clothes as
the customers cannot try them on.
4. Lack of interactivity in online shopping: Physical stores allow price negotiations between
buyers and the seller. The show room sales attendant representatives provide personal attention to
customers and help them in purchasing goods. Certain online shopping mart offers service to talk to
a sales representative.
5. Lack of shopping experience: The traditional shopping exercise provides lot of fun in the form
of show-room atmosphere, smart sales attendants, scent and sounds that cannot be experienced
through a website. Indians generally enjoy shopping. Consumers look forward to it as an opportunity
to go out and shop.

Source: https://iamcheated.indianmoney.com/blogs/disadvantages-of-online-shopping

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 19

 2.2 NATIONAL SCENARIO

In 2002, the journey of online shopping is started when IRTC introduce online ticket reservation
system. With the help of this system passenger can book their ticket at anytime from anywhere and
make easy payment. Today India stands number five in e-commerce throughout the world. In a way,
e-Commerce in India was started in 2004 when eBay started its operations in India by acquiring
Avnish Bajaj’s Baazee.com, which was India’s largest online auction portal. In 2007, Sachin Bansal
and Binny Bansal starting Flipkart by investing 2 lakh rupees each as an online book retailer. In the
same year, Mukesh Bansal, Ashutosh Lawania and Vineet Saxena started an online portal to
customize goodies called Myntra In the year 2010, Flipkart pioneered the Cash on Delivery (CoD)
model, which results increasing e-commerce and reach dramatically. At the same time Myntra
expanded its catalogue to retail fashion and lifestyle product. In 2013 Myntra.com has acquired San
Francisco based virtual fitting room startup Fitiquette and Baby product-seller Babyoye.com merged
with Hoopos.com, which also sells baby products. In 2014, the sector attracted the attention of
investors, including top global firms and leading Indian industry leaders like Azim Premji and Ratan
Tata, said Assocham-PwC study, adding that brands like Flipkart and Snapdeal are enjoying edging
over global players like Amazon in the country. As of June 2012, India has the base of 137 million
internet users and the leaning towards online shopping in youth will help the online retail indu stry to
reach a score of 7,000 crore by 2015.

The scenario of online shopping in India is rapidly growing and evolving. India's online shopping
market is expected to reach $200 billion by 2028, according to a report by Morgan Stanley. Some
key trends and factors shaping the national scenario of online shopping in India are:

1. Increasing internet penetration: With the increasing penetration of the internet and smartphones,
there has been a surge in online shopping activity in India. The availability of affordable data plans
has also helped in driving online shopping in the country.
2. Changing consumer behavior: Indian consumers are becoming more comfortable with e-
commerce platforms, and are increasingly turning to online shopping for convenience, variety, and
more attractive prices. Busy lifestyles, traffic congestion, and limited shopping options in smaller
cities and towns are also driving online shopping in India.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 20

3. Rising popularity of mobile shopping: A majority of online shopping in India is happening via
mobile devices. As per a report by Morgan Stanley, mobile platforms comprise close to 70% of all e-
commerce transactions in the country.
4. Dominance of homegrown e-commerce players: In India, home-grown e-commerce platforms
such as Flipkart, Amazon India, and Snapdeal are the dominant players in the market. These
platforms are constantly innovating and offering new features and services to attract more customers
and retain their existing user base.
5. Impact of COVID-19: The COVID-19 pandemic has further accelerated the growth of online
shopping in India, as consumers stay home and rely on e-commerce platforms for their shopping
needs. Online grocery shopping, in particular, has seen a significant surge during the pandemic.

Overall, the Indian e-commerce market is witnessing a transformation, with the growth of digital
infrastructure, increasing consumer trust, and regulatory support laying the foundation for
a bright future.

Source: https://startuptalky.com/ecommerce-industry-in-india/

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 21

 2.3 GLOBAL SCENARIO

The global scenario of online shopping has been growing rapidly in recent years. With the
advancement of technology and increased access to the internet, more people are turning to online
shopping as a convenient and efficient way to purchase products. According to a report by Statista,
global e-commerce sales are expected to reach $4.9 trillion in 2021, up from $3.5 trillion in 2019.
This indicates a continuously growing trend of online shopping worldwide. The report also
highlights that the Asia-Pacific region is the largest e-commerce market in the world, with China as
the biggest contributor to this growth. North America and Europe are also key players in the e-
commerce market, with the United States and the United Kingdom leading in these regions. One
significant impact of the COVID-19 pandemic has been the accelerated growth of online shopping.
With physical stores closing or reducing working hours, more consumers have turned to online
shopping to purchase products. A survey by McKinsey & Company found that online shopping
penetration in the United States increased from 16% in 2019 to 36% in 2020 due to the pandemic.
Similar trends were seen across other countries as well, highlighting the importance of e-commerce
in providing essential goods and services during the pandemic. Another emerging trend in online
shopping is the rise of mobile commerce or m-commerce. With the widespread use of smartphones
and mobile devices, more consumers are using these devices to make purchases. According to a
report by eMarketer, m-commerce sales are projected to reach $3.56 trillion by 2021 globally,
accounting for 72.9% of total e-commerce sales.
Here are some additional points on the global scenario of online shopping:

1.The rise of omnichannel shopping: The concept of omnichannel shopping is gaining momentum,
where retailers provide a seamless shopping experience across various channels, including online,
mobile, social media, and in-store. Today's consumers expect to be able to shop on their own terms,
and retailers who can provide consistent and personalized experiences across all channels will have a
competitive advantage.
2.The impact of social media: Social media is playing an increasingly important role in online
shopping. Many consumers use social media platforms like Facebook, Instagram, and Pinterest for
product discovery, reviews, and recommendations. Online retailers are also leveraging social media
to target and engage with their customers, drive traffic to their websites, and promote their products.
3. The importance of security and privacy: As more consumers shop online, security and privacy
concerns are becoming more critical. Consumers want to know that their personal and financial

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 22

information is protected when they shop online, and retailers who can demonstrate that they take
security seriously will have a competitive advantage.
4. The growth of cross-border e-commerce: Cross-border e-commerce is becoming increasingly
popular, where consumers in one country purchase products from retailers in another country. The
growth of cross-border e-commerce is being driven by factors such as increasing globalization,
improved logistics and shipping, and the availability of payment methods that facilitate cross-border
transactions.
5. The importance of sustainable practices: Consumers are becoming increasingly concerned
about the environmental impact of their purchases, and retailers who can demonstrate that they are
taking steps to reduce their environmental footprint will have a competitive advantage. E-commerce
companies are adopting sustainable practices, such as using eco-friendly packaging, reducing waste,
and offsetting their carbon emissions, to appeal to environmentally conscious consumers.

In conclusion, the global scenario of online shopping is rapidly growing and is expected to continue
to do so in the coming years, driven by advances in technology, internet access, and changing
consumer behavior. As more businesses move online, it is becoming increasingly essential for
companies to develop robust e-commerce strategies to succeed in the highly competitive
online marketplace.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 23

 Source: https://www.linkedin.com/pulse/7-key-components-ecommerce-josh-wilkinson

CHAPTER 3
3.1 PRESENTATION OF DATA : CASE STUDY

COMPANY PROFILE

Online shopping is done via many applications and websites across the globe, some of their profiles
are as follows:

3.1.1 AMAZON – COMPANY PROFILE

Source: https://economictimes.indiatimes.com/industry/services/property-/-cstruction/amazon-leases-over-6-lakh-sq-ft-of-office-
space-in-bengaluru/articleshow/99125484.cms

Amazon India launched operations in June 2013. The company launched its website Amazon.in,
offering customers a wide variety of choices in books, movies and television shows. On the first day
of its operations, Amazon India had received more than 10,000 orders. Amazon India is a fully-
owned subsidiary of US based e-commerce giant Amazon, Inc. The parent company Amazon was
founded in 1994 by Jeff Bezos. With sales and growth nearing saturation limits in the United States,
Amazon was looking to explore other countries for its future growth. China seemed lucrative with its
huge market, well-developed infrastructure and internet connectivity, which prompted Amazon to
launch operations in China. However, due to stiff competition by local e-commerce companies such

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 24

as Alibaba, Amazon started looking for other viable options. The company found great potential in
India and launched operations in 2013.
In a very short period of time, Amazon India has become a force to reckon with in the Indian e-
commerce space. Amazon India currently offers millions of products on its platform and has millions
of registered users. Amazon India currently offers products across various categories such as mobile
phones, computers and accessories, men’s and women’s fashion, books, sports & fitness, electrical &
electronic items, movies, music, cars, motorbike, baby products, toys, grocery items, etc. Amazon
India also operates a Global Store, where customers can buy directly from sellers in the United
States. Recently, Amazon Prime was launched in India, which provides users access to various
services such as streaming video, music, e-books, the latest offers, etc. Amazon India currently
delivers to most of the serviceable PIN codes in India. It has more than 20,000 Indian sellers and 41
fulfilment centers across 13 states.

History:
The website Amazon.in was launched in June 2013. The parent company, Amazon was launched in
1994 by Jeff Bezos in the United States. Over the years, Amazon has started operations at various
locations across the globe such as India, China, Japan, Singapore, France, Germany, Italy,
Netherlands, Spain, United Kingdom, Canada, Mexico, Australia and Brazil. Amazon India is led by
Amit Agarwal, who is currently the company’s Managing Director.

Funding:
Amazon founder Jeff Bezos has made a total investment of $5 billion in Amazon India. Amazon
India may take several more years to generate profits, but Jeff Bezos is quite bullish on India and
committed to more investments, as may be needed.

Acquisitions:
Parent company Amazon has acquired scores of companies across the globe, but in India, it has a
different strategy for growth. In India, Amazon acquired payments company Emvantage Payments
Pvt. Ltd. in 2016. Emvantage was an Indian company that offered services similar to PayPal. It has a
platform that enabled online merchants to accept credit and debit cards. In recent times, Amazon
India has been in talks with BigBasket to acquire the company. BigBasket is India’s biggest online
food and grocery store, offering more than 18,000 products.

Competition:

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 25

Amazon India has been facing stiff competition from home-grown e-commerce companies such as
Flipkart and Snapdeal. The primary competition for the Indian e-commerce market is currently
between Amazon India and Flipkart. The Indian e-commerce market is expected to touch $50 billion
in sales by 2020, so both companies are aggressively trying to grab a larger market share.

About the Founder:

Parent company Amazon, Inc. was founded by Jeff Bezos in 1994. Jeff Bezos plays varied roles,
including that of an entrepreneur, investor, and philanthropist. He studied at Princetown University,
where he completed his Bachelor of Science degrees in electrical engineering and computer science.
Bezos had earlier worked at Wall Street, as a computer science profession, prior to launching
Amazon.

Source: https://english.jagran.com/top-deals/today-deals/amazon-deals/amazon-upcoming-sale-next-tempting-amazon-offers-with-
expected-date-and-more-10059711

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 26

 3.1.2 MYNTRA – COMPANY PROFILE

Source: https://www.indiatoday.in/india/story/myntra-to-change-logo-complaint-mumbai-police-offensive-towards-women-
1763988-2021-01-29

Myntra is a leading online store, offering a comprehensive range of fashion and lifestyle products. It
allows shoppers to choose from a wide variety of national and international brands. Myntra sells
everything from clothing to fashion accessories, footwear, watches, sunglasses, personal care and
grooming items, sports and active wear, and bags and bagpacks. Myntra also sells home & living
products such as bed linen, furnishing, home decor items, cookware, utensils, and lamps and lighting.
While there are other online fashion and lifestyle stores, many people prefer to shop at Myntra. One
reason is that the company offers the latest in fashion and some of the most unique products. Myntra
has also launched special programs such as ‘easy 30 day return & exchange’ and ‘try & buy’. These
provide complete peace of mind to users and ensure that their anxieties about online shopping are
completely eliminated.

History:
Myntra began its journey as a B2B player in 2007. During its initial years, the company focused
primarily on selling on-demand personalized gift items. It became a hub for customers who wanted
to get personalized items such as mugs, T-shirts, mouse pads, etc. From 2011, Myntra switched over
to fashion and lifestyle products and discontinued its personalization business. In 2014, Myntra was
acquired by Flipkart. The deal was valued at USD 280 million. However, Myntra continues to
function as an independent company.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 27

Funding:
Myntra has received investments worth USD 333.1 million via twelve rounds of funding. Some of
the leading investors include Accel Partners, NEA-IndoUS Ventures, IDG Ventures, Tiger Global,
and Premji Invest. Myntra has also received funding from some private investors.

Acquisitions:
To strengthen its business ecosystem, Myntra has made several acquisitions during the last decade.
Some of these include Exclusively, Cubeit, HRX, Jabong, InLogg, 20Dresses, Blink, and Pretr
Online Services.

Competitors:
Myntra competes with other fashion and lifestyle e-stores such as Snapdeal, Shopclues, Yepme,
HomeShop18, Ajio, TataCliq, Koovs, Limeroad, and Abof.
About the Founders:
Myntra was founded by Mukesh Bansal, Ashutosh Lawania and Vineet Saxena. Mukesh is a
computer science engineering graduate from IIT Kanpur. Prior to launching Myntra, he had worked
with companies such as Deloitte, eWanted, Centrata, NexTag, and newScale. Mukesh currently
works as the CEO of curefit, a company in which he is a co-founder.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 28

Source: https://www.thenewsminute.com/article/myntra-sale-9000-orders-placed-minute-one-million-new-customers-added-136011

3.1.3 FLIPKART – COMPANY PROFILE

Source: https://logos-world.net/flipkart-logo/

Founded in October 2007, Flipkart is one of India’s leading e-commerce marketplaces, with
headquarters in Bengaluru. Flipkart was founded by Sachin Bansal and Binny Bansal and the
company initially started as an online book store. Later, as the company’s popularity grew, it also
started selling other items such as music, movies and mobile phones. As the e-commerce revolution
gained momentum in India, Flipkart grew at an accelerated pace and added several new product
ranges in its portfolio. As of now, the company offers more than 80 million products spread across
more than 80 categories such as mobile phones & accessories, computers and accessories, laptops,
books and e-books, home appliances, electronic goods, clothes and accessories, sports and fitness,
baby care, games and toys, jewelry, footwear, etc.
Flipkart has 100 million registered users and more than 100 thousand sellers on its e-commerce
platform. The company has invested in 21 state-of-the-art warehouses to ensure prompt delivery to
its customers. The Flipkart website attracts 10 million page hits every day and around 8 million
shipments are processed every month. Flipkart has also introduced its mobile app, which has become
quite popular, with more than 50 million app users. Flipkart is a billion dollar company and its
valuation in 2016 was Rs 15,129 crore (US$2.3 billion). It employs more than 33,000 people.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 29

History: Flipkart started as an online bookstore in October 2007. The founders Sachin Bansal and
Binny Bansal left their jobs at Amazon.com to launch their own company. It was a risky move, since
the e-commerce sector in India was mostly non-existentat that time and there was no certainty about
its future. However, the founders took the risk and now it has turned out to be a huge success. One of
the major problems that Flipkart tackled during its initial years was online payments. At that time,
people in India were averse to make online payments to a virtual store. Flipkart solved the problem
by launching its ‘Cash on Delivery’ service, which helped build confidence among online buyers.
Flipkart also made significant efforts to improve the supply chain system, which helped the company
to ensure timely delivery to customers. In 2013, the company created a record by selling one lakh
books on a single day. In 2016, Flipkart had crossed the 100 million mark in registered customers.

Funding: Flipkart has received more than $ 4.5 billion in funds till date, with the biggest funding
coming in July 2014 worth $ 1 billion and in April 2017 worth $ 1.4 billion. Some of the top
investors in Flipkart include Naspers, Steadview Capital, Tiger Global Management, DST Global,
Accel Partners, Dragoneer Investment Group, Baillie Gifford, GIC, Greenoaks Capital, ICONIQ
Capital, Microsoft, Morgan Stanley, Qatar Investment Authority, and Sofina.

Source: https://economictimes.indiatimes.com/prime/technology-and-startups/inside-flipkarts-downsizing-drive-layoffs-meagre-
pay-hikes-more-pips/primearticleshow/98342831.cms?from=mdr

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 30

Acquisitions: With fierce competition in the e-commerce market, a slew of mergers and acquisitions
have been witnessed in the e-commerce sector in recent years. Flipkart has acquired a range of
businesses in recent years to boost its product and service offerings. Some of the key acquisitions
made by Flipkart include Myntra, eBay India, PhonePe, Jabong, Letsbuy.com, WeRead, Mime360,
chakpak.com, Appiterate, FX Mart, and ngpay. The most recent acquisition was Snapdeal that was a
competitor to Flipkart. Snapdeal has been acquired at a cost of $950 million.

Competition: With Snapdeal in its kitty, Flipkart now has only one major competitor Amazon India.
However, having only one is enough since Amazon is betting big on India’s e-commerce revolution
and has committed $5 billion investments in Amazon India. The company has already received $2
billion in funding and $3 billion more are planned. Amazon India has been consistently expanding its
customer base, which has resulted in tough competition for Flipkart.

About the Founders: Flipkart founders Sachin Bansal and Binny Bansal are both IIT graduates.
Both come from Chandigarh, but they are not relatives, even though they share the same last name. It
was Sachin Bansal that got Binny Bansal to join Amazon.com, but later they both quit and decided to
launch Flipkart. Sachin Bansal is now the Executive Chairman of Flipkart whereas Binny Bansal has
been promoted to the Chief Executive Officer (CEO).

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 31

 3.1.4 MEESHO – COMPANY PROFILE

Source: https://www.livemint.com/companies/news/meesho-doesn-t-need-to-raise-money-right-now-next-funding-could-be-via-ipo-
report-11677320277392.html

Founded in 2015, Meesho is a social e-commerce company. It is headquartered in Bengaluru. Over

the years, Meesho has emerged as a popular choice for resellers and producers. By using Meesho
platform, small businesses and individuals can start their online business with almost zero
investment. The focus is on using popular social platforms such as Facebook, WhatsApp and
Instagram. Meesho works as a facilitator to connect sellers to customers and also takes care of
payment processing and delivery.
Even when facing tough competition from the likes of Amazon and Flipkart, Meesho has been able
to register strong growth over the years. The focus on promoting local producers, sellers and creators
has contributed significantly to Meesho’s success. Meesho recently achieved the ‘Unicorn’ tag,
which goes on to show its growing worth and potential.

History
Coming from middle-class families, the founders had often purchased goods from small businesses.
However, when they looked at the e-commerce revolution taking place in the country, they realized
that majority of small businesses were left out. Same was the situation with a number of talented
individuals who had unique products to offer but weren’t able to sell online. This prompted the
founders to design a platform that will allow producers and resellers to launch their products online.
Instead of directly competing with e-commerce giants, the founders thought it suitable to use social
platforms for their business. The focus on tier 2 and tier 3 cities is another factor that has helped
Meesho register strong growth. However, competition is expected to get tougher, as e-commerce

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 32

giants too have stepped up focus on smaller cities and towns. Nonetheless, with its unique business
approach and through social selling, Meesho is confident about its future prospects. The company
has plans to on-board 100 million small businesses on its platform. This will significantly strengthen
its ecosystem and choices available to end users.

Funding
Meesho has received investments worth USD 515.2 million via 9 rounds of funding. Some of the key
investors include Y Combinator, SAIF Partners, Sequoia India, Shunwei Capital, DST Partners, RPS
Ventures, Venture Highway, Facebook, Naspers, SoftBank Vision Fund and Knollwood Investment.
Meesho has also received investments from a number of angel investors.

Acquisitions
Meesho has not made any acquisitions in recent times.

Competitors
Meesho competes with the likes of DealShare, GlowRoad, Shop101, and StoreHippo.

About the Founders

Meesho was founded by IIT graduates Vidit Aatrey and Sanjeev Barnwal. Vidit currently serves as
the CEO of Meesho. Earlier, he had worked with companies such as InMobi and ITC Limited.
Sanjeev currently serves as the CTO at Meesho. Earlier, he had worked with Sony Corporation and
Samsung.

Source: https://technosports.co.in/meesho-indias-ecommerce-business-net-worth/

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 33

 3.2 DATA ANALYSIS AND INTERPRETATION

Question: What is your Gender?

GENDER FREQUENCY PERCENTAGE

Male 24 24 %
Female 76 76 %
Prefer not to say - -
Total 100 100%

80% analysis of gender

70% 76%
60%
response in percentage

50%

40% Male Female

30%

20%
24%
10%

0%

gender categories

Interpretation: Out of my survey conducted, around 24% of the people claimed to be male, 76% of
the people claimed to be female. This means that my survey was majorly filled by male respondents
and lesser by female respondents.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 34

 Question: Which age group do you belong to?

AGE GROUP FREQUENCY PERCENTAGE

Below 18 years 7 7%
18 years to 28 years 75 75 %
29 years to 35 years 6 6%
Above 35 years 12 12 %
Total 100 100%

ANALYSIS OF AGE GROUP

80%
75 %
70%

60%
RESPONSE IN PERCENTAGE

50%

40%

30%

20%
7% 12 %
10%
6%
0%

AGE GROUPS
Below 18 years 18 years to 28 years 29 years to 35 years Above 35 years

Interpretation: Out of my survey conducted, around 75% respondents claim to be between age
group 18- 28 years; 12% people claim to be above 35 years; 7% respondents claim to be below 18
years and rest 6% claim to be between 29-35 years. Hence the survey is mainly filled by young
generation of age between 18 years to 28 years.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 35

Question: Do you prefer shopping online?

DO YOU SHOP ONLINE FREQUENCY PERCENTAGE

Yes 78 78 %
No 5 5%
Maybe 17 17 %
Total 100 100%

DO YOU SHOP ONLINE

Maybe 17 %
SHOP ONLINE OR NOT

No 5%

Yes 78 %

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

RESPONSE IN PERCENTAGE

Interpretation: Out of my survey conducted, around 78% respondents agree to online shopping and
look quiet confident about it. 5% respondents deny to the fact as they do not use online shopping
platforms, they might also not like the services provided through online shopping platforms. While
17% people are not sure what they really prefer. It also implies that the 17% respondent might use
online shopping platforms sometimes and sometimes they might do spree shopping.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 36

Question: Which method of shopping do you prefer more?

PREFERENCE OF SHOPPING FREQUENCY PERCENTAGE

Shopping from malls, small market 16 16 %
Shopping from online sites 17 17 %
Both 67 67 %
Total 100 100%

WHAT IS YOUR PREFERENCE FOR SHOPPING

67 %
SHOPPING PREFERENCE

17 %

16 %
Both

Shopping from online sites

0% 10% 20% 30% 40% 50% 60% 70% 80%

Shopping from malls, small market

RESPONSE IN PERCENTAGE

Interpretation: Out of my survey conducted, it is seen that around 67% respondents prefer both
(shopping from malls, small market and also from online stores) whereas 17% people prefer
shopping from online sites. Only 16% respondents prefer shopping from malls, small market i.e.,
spree shopping. Majority think that both the methods have their specific pros and cons; sometimes
spree shopping is favourable and sometimes online shopping so they prefer both the methods.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 37

 Question: How frequently do you shop online?

FREQUENCY OF SHOPPING ONLINE FREQUENCY PERCENTAGE

Once in 6 months 34 34 %
Once in a year 3 3%
Every month 57 57 %
Never bought online 1 1%
Total 95 95%

FREQUENCY OF SHOPPING ONLINE

60%

50% 57 %
40%
RESPONSE IN PERCENTAGE

30% 34 %
20%

10%

0%

Once in 6 months 3%
FREQUENCYOnce
OFinONLINE
a year SHOPPING
Every month
1%
Never bought online
Series1

Interpretation: Out of my survey conducted, around 57% respondents have replied that they shop
every month for various categories through online platforms, 34% respondents shop rarely so they
opted for option of once in 6 months, 8% respondents opted for once in a year and rest 1% selected
never bought online. It might be so that the 1% respondent would not have been familiar to online
shopping.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 38

Question: How much time do you spend researching for items before you buy
them online?

TIME SPENT FOR SEARCHING BEFORE BUYING FREQUENCY PERCENTAGE

Less than 1 hour 27 27 %
1 hour 21 21 %
1-2 hours 34 34 %
More than 2 hours 18 18 %
Total 100 100%

Interpretation: Out of my survey conducted, it is observed that 27% respondents prefer spending
less than an hour searching for products before buying, 21% respondents prefer searching for 1 hour,
34% respondents prefer to search for 1-2 hours searching for the right product they want and rest of
the 18% respondents spend more than 2 hours searching for the right product they require to buy.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 39

Question: Have you ever purchased something online without researching about
the product just by seeing the offer on actual MRP?

PURCHASED WITHOUT RESEARCHING FREQUENCY PERCENTAGE

Yes 36 36 %
No 52 52 %
Maybe 12 12 %
Total 100 100%

ever purchased online without researching

Maybe
Yes
Yes
No
Maybe

No

Interpretation: Out of my survey conducted, it is observed that out of 80 respondents 36%

respondents have agreed that they buy products sometimes before researching about the product just
by seeing the offer prices, 52% respondents do not buy products just seeing the offer prices. The rest
12% respondents are not sure whether they bought the products seeing the discount on MRP or not.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 40

 Question: What is your level of confidence about your personal information which is kept
confidential when buying products online?

LEVEL OF CONFIDENCE FREQUENCY PERCENTAGE

Extremely confident 19 19 %
Quiet confident 44 44 %
Moderately confident 31 31 %
Not at all confident 6 6%
Total 100 100%

LEVEL OF CONFIDENCE ABOUT PERTSONAL

INFORMATION KEPT CONFIDENTIAL
45%
40%
35%
RESPONSE IN PERCENTAGE

30%
25%
20%
15%
44%
19%
10%
31%
5%
0%
Extremely confident
Quiet confident
Moderately confident
6%
Not at all confident
DIFFERENT LEVELS OF CONFIDENCE

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents only 19%
respondents are extremely confident about their personal information which is kept confidential
when buying products online, 44% respondents consider quiet confident, 31% respondents consider
moderately confident and rest 6% respondents claim not at all confident.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 41

Question: What is your level of confidence about your payment information which is kept
secure when buying products online?

LEVEL OF CONFIDENCE FREQUENCY PERCENTAGE

Extremely confident 29 29 %
Quiet confident 41 41 %
Moderately confident 28 28 %
Not at all confident 2 2%
Total 100 100%

LEVEL OF CONFIDENCE ABOUT PAYMENT

INFORMATION
2%
28%
29%

41%

Extremely confident Quiet confident Moderately confident Not at all confident

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 29%
respondents are extremely confident about their payment information which is kept secure when
buying products online, 41% respondents are quiet confident, 28% respondents are moderately
confident and rest 2% respondents are not at all confident in this case.

Question: Are there any particular online stores that you prefer?

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 42

DO YOU PREFER ANY PARTICULAR ONLINE STORE FREQUENCY PERCENTAGE
Yes 70 70 %
No 30 30 %
Total 100 100%

ANALYSIS OF PREFERENCE OF PARTICULAR

ONLINE STORE
70

60
70%
50

40
RESPONSE IN PERCENTAGE

30

20
30%
10

Yes
No
PREFER ANY PARTICULAR ONLINE STORE

Interpretation: Out of my survey conducted, I have gathered information that out of 100
respondents 70% respondents have their particular choices and have their fixed preference of online
shopping website or application whereas rest 30% respondents do not have any preference of online
shopping website or application.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 43

 Question: How much amount do you spend per year for online shopping?

AMOUNT SPEND PER YEAR FREQUENCY PERCENTAGE

Less than Rs. 1,000 18 18 %
Rs. 1,500 – Rs. 10,000 60 60 %
Rs. 10,000 – Rs. 25,000 18 18 %
Less than 50,000 4 4%
Total 100 100%

ANALYSIS OF AMOUNT SPEND PER YEAR FOR

ONLINE SHOPPING

4%

Less than Rs. 1,000

18% 18% Rs. 1,500 – Rs. 10,000
Rs. 10,000 – Rs. 25,000
Less than 50,000

60%

Interpretation: Out of my survey conducted, it is noticed that out of 100 respondents 18%
respondents spend less than Rs. 1,000 over online shopping per year, 60% respondents spend Rs.
1,500 – Rs. 10,000 on online shopping per year, 18% respondents spend Rs. 10,000 – Rs.25,000 on
online shopping per year. Rest of the 4% respondents spend less than Rs. 50,000 on online shopping
per year.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 44

Question: Will you recommend online shopping to your friends and family?

RECOMMEND TO OTHERS? FREQUENCY PERCENTAGE

Yes 79 79 %
No 4 4%
Maybe 17 17 %
Total 100 100%

WILL YOU RECOMMEND TO OTHERS?

RECOMMEND TO OTHERS?

17%
4%
79%

0% 10% 20% 30% 40% 50% 60% 70% 80%

RESPONSE IN PERCENTAGE Maybe No Yes

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 79%
respondents agree to recommend online shopping to friends and family, 4% respondents decline to
recommend online shopping to friends and family and rest 17% respondents are confused.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 45

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 46
 Question: What is your preference for online shopping site?

ONLINE SHOPPING SITES FREQUENCY PERCENTAGE

Myntra 42 42 %
Amazon 21 21 %
Flipkart 24 24 %
Meesho 5 5%
Others 8 8%
Total 100 100%

PREFERENCE OF ONLINE SHOPPING SITE

45%
40%
RESPONSE IN PERCENTAGE

35%
30%
25%
42%
20%
15%
10%
5%
21% 24%
0%
Myntra
Amazon
Flipkart
5% 8%
Meesho
Others

PREFERENCE OF ONLINE SHOPPING SITES

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 425
respondents prefer Myntra, 21% respondents prefer Amazon, 24% respondents prefer Flipkart, 5%
respondents prefer Meesho and rest 8% respondent prefer other online online shopping websites.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 47

Question: Why do you like to shop online?

REASON OF SHOPPING ONLINE FREQUENCY PERCENTAGE

Very convenient and time saving 37 37 %
More availability of choices 37 37 %
Low price and offers 20 20 %
Others 6 6%
Total 100 100%

REASON OF SHOPPING ONLINE

6%

Very convinent and time saving

20% 37%
More availability of choices
Low price and offers
Others

37%

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents, 37%
respondents like online shopping because they feel it is convenient and time saving, 37%
respondents feel there is more availability of choices, 20% respondents feel online shopping provides
low price and offers and rest 6% like online shopping for other reasons.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 48

Question: What do you like to shop online?

CATEGORY YOU LIKE TO SHOP ONLINE FREQUENCY PERCENTAGE

Books 6 6%
Electronics 13 13 %
Fashion 64 64 %
Skincare 12 12 %
Jewellery 2 2%
Footwear 2 2%
Furniture 1 1%
Total 100 100%

CATEGORY PREFERENCE
70% 64%
RESPONSE IN PERCENTAGE

60%

50%

40%

30%

20%
13% 12%
6%
10%
2% 2% 1%
0%
0 1 2 3 4 5 6 7 8

CATEGORY PREFERENCES

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents, it is

observed that 6% respondents prefer books, 13% respondents prefer electronics, 64% respondents
prefer fashion, 12% respondents prefer skincare, 2% respondents prefer jewellery, 2% respondents
prefer footwear and rest 1% respondent prefer furniture.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 49

 Question: Does quality of the product matters?

DOES QUALITY MATTER? FREQUENCY PERCENTAGE

Strongly agree 74 74 %
Agree 24 24 %
Strongly disagree 2 2%
Disagree 0 0%
Total 100 100%

DOES QUALITY MATTERS?

Disagree
Strongly disagree
Agree
0%
Strongly agree
DIFFERENT PREFERENCES

2%

24%

0%
74%
10%
20%
30%
40%
50%
60%
70%
80%
RESPONSE IN PERCENTAGE

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 74%
respondents prefer it to strongly agree that quality of product matters, 24% respondents agree, 2%
respondents strongly disagree to the question asked whether quality of product matter.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 50

 Question: Did you find online shopping experience pleasurable?

IS ONLINE SHOPPING PLEASURABLE FREQUENCY PERCENTAGE

Yes 78 78 %
No 4 4%
Maybe 18 18 %
Total 100 100%

IS ONLINE SHOPPING PLEASURABLE?

18%
4%

78%

Yes No Maybe

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 78%
respondents find online shopping experience pleasurable, 4% respondents don’t find online shopping
experience pleasurable and rest 18% respondents are confused with their response.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 51

 Question: What is your level of satisfaction for online shopping?

LEVEL OF SATISFACTION

60%
53%
50%
RESPONSE IN PERCENTAGE

40%

30%
24% 23%
20%

10% 0% 0%
0%

DIFFERENT LEVELS OF SATISFACTION

Very satisfied satisfied Neutral dissatisfied Very dissatisfied

LEVEL OF SATISFACTION FREQUENCY PERCENTAGE
Very satisfied 24 24 %
Satisfied 53 53 %
Neutral 23 23 %
Dissatisfied 0 0%
Very dissatisfied 0 0%
Total 100 100%

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 52

 Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 24%
respondents are very satisfied, 53% respondents are satisfied and rest of the 23% respondents are
neutral towards their level of satisfaction for online shopping.

Question: How often do you think online shopping is cost effective and saves time?

IS ONLINE SHOPPING SAFE AND COST

EFFECTIVE?

3% 15%

82%
Yes No Maybe

COST EFFECTIVE OR NOT? FREQUENCY PERCENTAGE

Yes 82 82 %
No 3 3%
Maybe 15 15 %
Total 100 100%

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 53

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 82%
respondents think online shopping is cost effective and saves time, 3% respondents think online
shopping is not cost effective or time saving. Rest of the 15% respondents are confused with their
responses.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 54

 Question: What has been your experience towards delivery of your ordered products?

WHAT’S YOUR EXPERIENCE? FREQUENCY PERCENTAGE

On time 72 72 %
Never on time 4 4%
Before time 23 23 %
Sometimes not delivered 1 1%
Total 100 100%

E X P E R IE N C E T O WA R D S D E L IV E R Y O F
PRODUCTS

So metimes no t deliv ered

1%

Bef o re t ime
23%
LEVEL OF EXPERIENCE

Nev er o n time
4%

O n time
72%

RESPONSE IN PERCENTAGE

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 72%
respondents got their products delivered on time, 4% respondents never received their products on
time, 23% respondents receive their ordered products on time, rest 1% respondent sometimes did not
receive products ordered on time.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 55

 Question: Do you get notification of price drop of items added in your cart?

D0, YOU GET NOTIFICATION? FREQUENCY PERCENTAGE

Yes 70 70 %
No 16 16 %
Maybe 14 14 %
Total 100 100%

DO YOU GET NOTIFICATION?

80%

70%

60%
RESPONSE IN PERCENTAGE

50%

40%
70%
30%

20%

10%
16% 14%
0%
Yes No Maybe

PREFERENCE OF GETTING NOTIFICATION

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 70%
respondents get notification of price drop of products/items added in cart, 165 respondents do not get
any notification for such condition and rest 14% respondents are not sure whether they get
notification for products added in cart.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 56

Question: Do you buy products when they are at discounted rates/offers or at original price?

DO YOU BUY AT DISCOUNTED RATES? FREQUENCY PERCENTAGE

Discounted rates 90 90 %
Original price 10 10 %
Total 100 100%

DO YOU BUY PRODUCTS AT DISCOUNTED

RATES?

10%

90%

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 90%
respondents buy products at discounted rates and rest 10% respondents buy products at original price
instead of discounted rates.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 57

 Question: Which discounted offer draws your attention most?

WHAT DRAWS YOUR ATTENTION? FREQUENCY PERCENTAGE

Clearance Sale 14 14 %
Weekend Sale 13 13 %
New Collection 30 30 %
Festive Sale 43 43 %
Total 100 100%

45% WHICH OFFER DRAWS YOUR ATTENTION?

43%
40%

35%

30%
RESPONSE IN PERCENTAGE

30%

25%

20%

15% 14% 13%

10%

PREFERENCE OF VARIOUS DISCOUNTED OFFERS

5%

0%
Clearance Sale Weekend Sale New Collection Festive Sale

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 14%
respondents prefer clearance sale, 13% respondents prefer weekend sale, 30% respondents prefer
new collection and rest 43% respondents prefer festive sale.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 58

 Question: Can you return items you've bought online easily if you don't like them?

CAN YOU RETURN? FREQUENCY PERCENTAGE

Yes 82 82 %
No 6 6%
Maybe 12 12 %
Total 100 100%

CAN YOU RETURN ITEMS BOUGHT ONLINE

CAN YOU RETURN PRODUCTS BOUGHT

Yes
82% 6%12% No
Maybe

0% 20% 40% 60% 80% 100% 120%

RESPONSE IN PERCENTAGE

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 82%
respondents had no issues returning the products they bought online, 6% respondents could not
return products bought online. Whereas the rest of the 12% respondents have neutral choices.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 59

 Question: Which payment method do you prefer?

PREFERENCE OF PAYMENT METHOD FREQUENCY PERCENTAGE

Cash on Delivery 50 50 %
UPI 40 40 %
Credit or Debit Cards 10 10 %
Total 100 100%

analysis of payment method

10%
Cash on Delivery
50% UPI
Credit or Debit Cards

40%

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 50%
respondents pay Cash on delivery, 40% respondents pay through UPI and rest 10% respondents pay
through cards.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 60

Question: Do you think online shopping is safe?

IS ONLINE SHOPPING SAFE? FREQUENCY PERCENTAGE

Yes 68 68 %
No 5 5%
Maybe 27 27 %
Total 100 100%

IS ONLINE SHOPPING SAFE?

68%
RESPONSE IN PERCENTAGE

70%

60%

50%
Yes
No
40%
27% Maybe
30%

20%

10%
5%
0%

IS ONLINE SHOPPING SAFE

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 68%
respondents feel online shopping is safe, 5% respondents don’t feel online shopping is not safe. The
remaining 27% respondents are not sure about their answers to this question.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 61

 Question: Have you ever faced a bad payment related experience while shopping online?

EVER FACED BAD PAYMENT EXPERIENCE? FREQUENCY PERCENTAGE

Yes 44 44 %
No 45 45 %
Maybe 11 11 %
Total 100 100%

EVER HAD BAD PAYMENT EXPERIENCE

50%

45%

40%

35%

30%

25%
44%
response in percentage

20%
45%
15%

10%

5% 11%
0%
Yes No Maybe

ever faced bad experience

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 44%
respondents agreed that they faced bad payment experience while shopping online, 45% respondents
did not face any problem. Rest of the 11% respondents have neutral response.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 62

Question: Was it easy for you to get in touch with customer support team?

WAS IT EASY? FREQUENCY PERCENTAGE

Yes 66 66 %
No 13 13 %
Maybe 21 21 %
Total 100 100%

WAS IT EASY TO GET IN TOUCH TO CUSTOMER

SUPPORT TEAM?

Maybe
21%
No
13% Yes
66%

Yes No Maybe

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 66%
respondents had it as an easy experience to get in touch to customer support team, 13% respondents
could not connect easily to support team and rest 21% respondents sometimes had no issues in
connecting to support team but sometimes had problems to.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 63

Question: Do you receive ordered products in good packaging?

RECEIVE IN GOOD PACKAGING? FREQUENCY PERCENTAGE

Yes 88 88 %
No 8 8%
Maybe 4 4%
Total 100 100%

DO YOU RECEIVE PRODUCTS IN GOOD

PACKAGING?
100%
4%
90% 8%
80%
70%
Maybe
60%
Axis Title

No
50%
Yes
40% 88%
30%
20%
10%
0%

RECEIVE IN GOOD PACKAGING OR NOT?

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 88%
respondents agree that they receive products in good packaging and condition, 8% respondents do
not receive products in good condition and rest 2% respondents had both kind of experience so they
are not sure what to say.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 64

Question: Does high shippment cost of a product stops you from buying it even if it is an
emergency?

DOES HIGH SHIPMENT COST STOPS YOU BUYING FREQUENCY PERCENTAGE

Yes 56 56 %
No 25 25 %
Maybe 19 19 %
Total 100 100%

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 56%
respondents agree that high shipment cost of a product stops them to buy products even if it is
emergency, 25% respondents decline to this fact and say they buy products if it is at high shipment
cost as it is an emergency. The rest 19% respondents are not sure on their decision.

Question: What kind of shopping do you prefer while shopping online?

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 65

CONSIDERATION WHILE SHOPPING FREQUENCY PERCENTAGE
According to reputation 16 16%
According to recommendation 7 7%
According to the quality 64 64%
According to the price 13 13%
Total 100 100%

ANALYSIS OF PREFERENCE WHILE

SHOPPING ONLINE

13%
16%
7%
64%

According to reputation

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 16%
respondents prefer shopping by reputation during shopping online, 7% respondents shop according
to recommendations, 64% respondents shop according to quality of the product and rest 13%
respondents shop according to the price of the product they are purchasing.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 66

 Question: What as a barrier keeps you away from online shopping?

BARRIER THAT KEEPS AWAY FROM ONLINE FREQUENC

SHOPPING Y PERCENTAGE
Difficulty in returning or exchanging items 19 19%
Lack of knowledge about how to shop online 2 2%
Fear of being scammed 15 15%
Difficulty in finding the right product and comparing prices 42 42%
Others 22 22%
Total 100 100%

b a rrier k eep in g a w a y fro m o n lin e sh o p p in g

40%
response in percentage

30%
42%
20%
19% 15% 22%
10%
0%
2% es
s

ed

s
em

er
ic
li

er

th
it

m
o

O
a
g

p
in

sc

g
o

n
g

sh

ri
g
n

n
a

a
to

ei
ch

p
b

m
w
ex

co
f
o

o
h
r

d
r
o

ea

n
u
g

a
o

F
in

ct
rn

u
e

d
tu

ro
d
re

le

p
in

t
h
o

g
n
y

ri
k
lt
cu

e
o

th
fi

ck
if

various barriers
g
D

in
L

d
n
fi

Interpretation: Out of my survey conducted, it is observed that out of 100 respondents 19%
in
y
lt

respondents think the barrier for keeping people away from online shopping is difficulty in returning
cu
fi
if

or exchanging items, 2% respondents feel it is due to lack of knowledge, 15% respondents feel it is
D

due to lack of knowledge, 42% people think it is due to difficulty in finding the right product and
comparing the prices and rest of the 22% respondents have different reasons which don’t match the
rest of the options provided

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 67

 3.3 FINDINGS

The findings of the survey are as follows: -

 According to the survey, it is observed that the google form was mostly reached out by
female respondents as I shared the form majorly in my family and college groups having
majority females and the age group ranges between 18 – 28 years.
 It is observed that majority of the respondents prefer online shopping, it is also seen that
people prefer both methods of shopping i.e., traditional and online shopping.
 It is seen that majority of the respondents shop online every month, taking 1-2 hours for
researching the items before buying, majority of the respondents buy products after proper
research.
 It is seen that respondents are quite confident about their personal information and payment
details that are kept confidential while buying products.
 It is seen that respondents have particular preference of stores. Majority of the respondents
spend Rs.1,500 – Rs.10,000 annually. It is also observed that majority would like to
recommend online shopping to friends and family.
 It is observed that majority like to shop online from Myntra and their category preference is
mostly related to fashion where the quality of the product really matters. They prefer online
shopping as it is very convenient and time saving along with more availability of choices.
 It is seen that majority are satisfied with the experience of online shopping and find it
pleasurable, they think online shopping is cost effective and saves time. It is also observed
that majority respondents receive ordered products on time and majority receive notification
for price drop of items added in the cart. They find online shopping safe.
 It is observed that majority of the respondents buy products on discounted rates and festive
sale discount offers attract their attention the most. It is seen that respondents can return
products bought online easily.
 It is observed that majority of the respondents use cash on delivery payment method and
barely face any payment related issues.
 It is seen that respondents can easily connect to customer support team and receive products
in good packaging. It is also seen that high shipment of a product stops them to buy online
even if it is emergency. Majority shop according to the quality of the product. The barrier
which keeps away from online shopping is finding the right product and comparing prices.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 68

 3.4 COVID-19 IMPACT ON ONLINE SHOPPING

The COVID-19 pandemic has had a significant impact on online shopping, as it accelerated the
already growing trend of e-commerce adoption. Here are some key ways in which COVID-19 has
influenced online shopping:

1. Surge in online sales: With physical stores closed or operating with restrictions during lockdowns
and social distancing measures, consumers turned to online platforms for their shopping needs. This
led to a substantial increase in online sales across various product categories.

2. Shift in consumer behavior: Many people who were previously hesitant about online shopping
were compelled to try it due to the pandemic. This resulted in a broader acceptance and adoption of
e-commerce, with a growing number of consumers appreciating the convenience and safety of online
shopping.

3. Increase in new online shoppers: COVID-19 created a significant influx of new online shoppers.
Consumers who were unfamiliar with or resistant to e-commerce had to adapt to the new normal and
explore online options for purchasing goods and services.

4. Growth of contactless delivery and curbside pickup: To minimize physical contact and
maintain social distancing, many retailers and delivery services adopted contactless delivery options
and curbside pickup. This allowed customers to order products online and collect them without
entering stores or coming into direct contact with delivery personnel.

5. Impact on traditional brick-and-mortar retailers: The shift towards online shopping posed
challenges for traditional brick-and-mortar retailers who were unprepared for the sudden surge in e-
commerce. Many retailers had to adapt quickly by establishing or improving their online presence to
remain competitive.

6. Rise of digital marketplaces: Online marketplaces experienced significant growth during the
pandemic. Platforms like Amazon, Alibaba, and eBay saw increased demand as they offered a wide
range of products, competitive pricing, and efficient shipping options.

It's important to note that while the pandemic accelerated the growth of online shopping, it also had
adverse effects on traditional retail businesses, particularly small and independent retailers who faced
significant challenges in competing with larger online platforms.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 69

 CHAPTER-4

4.1 CONCLUSION

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The consumer response towards online shopping sites can be summarized with the following
conclusions: -

1. Increasing Popularity: Online shopping sites have gained significant popularity among
consumers in recent years. The convenience, variety of products, and competitive pricing offered by
these platforms have attracted a large number of users.

2. Convenience and Accessibility: One of the main reasons consumers prefer online shopping sites
is the convenience they offer. Consumers can shop anytime and from anywhere, eliminating the need
to visit physical stores. The accessibility of online platforms has made it easier for people with busy
lifestyles or limited mobility to make purchases.

3. Wide Product Selection: Online shopping sites provide a vast array of products compared to
traditional brick-and-mortar stores. Consumers appreciate the extensive selection and the ability to
compare prices, read reviews, and make informed decisions before making a purchase.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 70

4. Competitive Pricing and Discounts: Online shopping sites often offer competitive prices due to
reduced overhead costs compared to physical stores. Additionally, the availability of discount
coupons, seasonal sales, and special promotions attract consumers seeking cost savings.

5. Trust and Security Concerns: While online shopping has become more prevalent, some
consumers still have concerns regarding trust and security. Issues such as fraudulent sellers, data
breaches, or counterfeit products can deter some individuals from fully embracing online shopping.

6. Customer Reviews and Ratings: Consumer reviews and ratings play a crucial role in shaping
consumer trust and decision-making. Many online shopping sites provide platforms for customers to
share their experiences, helping others make informed choices and fostering a sense of community.

7. Returns and Customer Service: Consumers value hassle-free return policies and efficient
customer service. Online shopping sites that offer easy returns, responsive customer support, and
reliable delivery services tend to garner more positive responses from customers.

8. Social Influence: Social media and influencers play a significant role in consumer behavior
towards online shopping sites. Recommendations from friends, influencers, or online communities
can influence consumers' decisions and increase their trust in certain platforms.

9. Evolving Technologies: Advancements in technology, such as mobile shopping apps, augmented

reality (AR), and virtual reality (VR) experiences, have enhanced the online shopping experience.
These innovations provide immersive and interactive features that make consumers feel more
confident and engaged while shopping online.

In conclusion, consumer response towards online shopping sites has been largely positive, driven by
the convenience, accessibility, wide product selection, competitive pricing, and evolving
technologies offered by these platforms. However, trust and security concerns, along with the
importance of customer reviews and returns policies, remain important factors that influence
consumer decisions.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 71

 4.2 RECOMMENDATION

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Based on the conclusions drawn about consumer response towards online shopping sites, here are
some recommendations: -

1. Availability of proper details: It is recommended that there must be availability of proper details
of products available online to avoid any kind of misunderstanding.

2. Development in User Interface: The various online shopping applications/websites should

develop their user interface to make it easier for consumers to access.

3. Boost of Preference: Just like fashion consumers should also focus on buying other categories
online, increase interest in it so that other categories comes into consideration.

4. Strengthen Customer Service: The customer support team should be attentive and try to resolve
the queries a consumer faces.

5. Enhance Trust and Security Measures: Online shopping sites should prioritize implementing
robust security measures to protect customer data and prevent fraudulent activities. Transparent
policies, secure payment options, and encrypted transactions can help build trust among consumers.

6. Improve User Experience: User-friendly interfaces, intuitive navigation, and responsive design
are crucial for a positive online shopping experience. Simplifying the purchasing process, providing
clear product information, and offering personalized recommendations can enhance customer
satisfaction.

7. Foster Customer Reviews and Ratings: Encourage customers to leave reviews and ratings for
products and sellers. Online shopping sites can highlight genuine customer feedback, as well as
respond promptly to any issues or concerns raised by customers, thereby building trust and
credibility.

8. Strengthen Customer Service: Invest in responsive and helpful customer service teams to
address queries, resolve issues, and provide assistance. Prompt and efficient support can significantly
enhance consumer satisfaction and loyalty.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 72

9. Offer Flexible Return Policies: Implement customer-friendly return policies that are easy to
understand and hassle-free. Providing options for returns, exchanges, and refunds can alleviate
concerns about purchasing products online and increase customer confidence.

By implementing these recommendations, online shopping sites can cultivate positive consumer
responses, strengthen brand loyalty, and foster a thriving online shopping ecosystem.

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 73

 BIBLIOGRAPHY

Information and data related to the project has been taken from the sources below, special thanks to
the editors for making the task easier.

Books:
 E-commerce – Get it Right by Ian Daniel
 Online shopping in India by Dr. V Vasudha

Websites:
 https://newspatrolling.com/myntra-company-profile/
 https://newspatrolling.com/amazon-company-profile/
 https://newspatrolling.com/flipkart-company-profile/
 https://newspatrolling.com/meesho-company-profile/
 https://www.scribd.com/doc/117240764/Online-Shopping-Synopsis
 https://www.academia.edu/35185477/
Mini_Project_Report_On_ONLINE_SHOPPING_SYSTEM

References:
 Urvashi Tandon, Ravi Kiran & Ash Sah “Analysing customer satisfaction: user perspective
towards online shopping” (2020)
 Dellarocas McCrahan, “Changing role of Internet for online shopping” (2019)
 Oracle ATC Web Commerce, “Online shopping across nation” (2017)
 Yoo-KyoungSeock and Lauren R. Bailey, “A study on shopping orientations among college
students” (2015)
 Thompson S.H. Teo, Pien Wang, Chang Hong Leong, “Transaction cost of Online shopping”
(2015)

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 74

 CHAPTER 5

5.1 ANNEXURE (QUESTIONNAIRE)

Q) Your Name: ___________________

Q) Email: ___________________

Q) What is your gender?

o Male
o Female
o Prefer not to say

Q) What is your age group?

o Below 18
o 18 to 28 years
o 29 to 35 years
o Above 35 years

Q) Do you prefer shopping online?

o Yes
o No
o Maybe

Q) Which method of shopping do you prefer more?

o Shopping from malls, small market
o Shopping from online sites
o Both

Q) How frequently do you shop online?

o Once in 6 months
o Once in a year

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 75

 o Every month
o Never bought online

Q) How much time do you spend researching for items before you buy them online?"
o Less than 1 hour
o 1 hour
o 1-2 hours
o More than 2 hours

Q) Have you purchased something online without researching about the product just by seeing the
offer on actual MRP?
o Yes
o No
o Maybe

Q) What is your level of confidence about your personal information which is kept confidential when
buying products online?
o Extremely confident
o Quiet confident
o Moderately confident
o Not at all confident

Q) What is your level of confidence about your payment information which is kept secure when
buying products online?
o Extremely confident
o Quiet confident
o Moderately confident
o Not at all confident

Q) Are there any particular online stores that you prefer?

o Yes
o No

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 76

Q) How much amount do you spend per year for online shopping?
o Less than Rs 1,000
o Rs 1,500-R10,000
o Rs.10,000-Rs 25,000
o Less than 50,000

Q) Will you recommend online shopping to your friends and family?

o Yes
o No
o Maybe

Q) What is your preference for online shopping site?

o Myntra
o Amazon
o Flipkart
o Meesho
o Others

Q) Why do you like to shop online?

o Very convinent and time saving
o More availability of choices
o Low prices and offers
o Others

Q) What do like to shop online?

o Books
o Electronics
o Fashion
o Skincare
o Jewellery
o Footwear

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 77

 o Furniture

Q) Does quality of the product matters?

o Strongly agree
o Agree
o Strongly disagree
o Disagree
Q) Did you find online shopping experience pleasurable?
o Yes
o No
o Maybe

Q) What is your level of satisfaction for online shopping?

o Very satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very dissatisfied

Q) How often do you think online shopping is cost effective and saves time?
o Yes
o No
o Maybe

Q) What has been your experience towards delivery of your ordered products?
o On time
o Never on time
o Before time
o Sometimes not delivered

Q) Do you get notification of price drop of items added in your cart?

o Yes

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 78

 o No
o Maybe

Q) Do you buy products when they are at discounted rates/offers or at original price?
o Discounted rates
o Original price

Q) Which discounted offer draws your attention most?

o Clearance sale
o Weekend sale
o New collection
o Festive sale

Q) Can you return items you've bought online easily if you don't like them?
o Yes
o No
o Maybe

Q) Which payment method do you prefer?

o Cash on delivery
o UPI
o Credit or Debit cards

Q) Do you think online shopping is safe?

o Yes
o No
o Maybe

Q) Have you ever faced a bad payment related experience while shopping online?
o Yes
o No
o Maybe

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 79

Q) Was it easy for you to get in touch with customer support team?
o Yes
o No
o Maybe

Q) Do you receive ordered products in good packaging?

o Yes
o No
o Maybe

Q) Does high shippment cost of a product stops you from buying it even if it is an emergency?
o Yes
o No
o Maybe

Q) What kind of shopping do you prefer while shopping online?

o According to reputation
o According to Recommendation
o According to the Quality
o According to the price

Q) What as a barrier keeps you away from online shopping?

o Difficulty in returning or exchanging items
o Lack of knowledge about how to shop online
o Fear of being scammed
o Difficulty in finding the right product and comparing prices
o Others

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 80

 5.2 ANNEXURE (RESPONDENT LIST)

LIST OF RESPONDENTS

NAME EMAIL GENDER AGE GROUP

Alka Singh [email protected] Female 18 years to 28 years

Adrika Shaw [email protected] Female 18 years to 28 years

Sofia Parveen [email protected] Female 18 years to 28 years

Shahnaz Halder [email protected] Female 18 years to 28 years

Titiksha Mukherjee [email protected] Female 18 years to 28 years

Alisha Naaz [email protected] Female 18 years to 28 years

Chandra Sekhar Pradhan [email protected] Male above 35 years

Ruhika Bose [email protected] Female 18 years to 28 years

Srijana Thapa [email protected] Female 18 years to 28 years

Rithika Chourasia [email protected] Female 18 years to 28 years

Hiba Nadeem [email protected] Female 18 years to 28 years

Binita Ray [email protected] Female 18 years to 28 years

Saumita Ghosh [email protected] Female 18 years to 28 years

Noor Sabah [email protected] Female 18 years to 28 years

Mrinmoy Das [email protected] Male 18 years to 28 years

Yashfeen Fatima [email protected] Female 18 years to 28 years

Ankhi Mondal [email protected] Female 18 years to 28 years

Mahima Maheswary [email protected] Female 18 years to 28 years

Akash Jaiswal [email protected] Male 18 years to 28 years

Sneha Shaw [email protected] Female Below 18 years

Isha Gupta [email protected] Female 18 years to 28 years

Tannisree Biswas [email protected] Female 18 years to 28 years

Somiya Midya [email protected] Female 18 years to 28 years

Kehkasha Khan [email protected] Female Below 18 years

Ruchika Kumari [email protected] Female 18 years to 28 years

Namrata [email protected] Female 18 years to 28 years

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 81

Rakshanda Haque [email protected] Female 18 years to 28 years

Priyal Keshan [email protected] Female 18 years to 28 years

Satyam [email protected] Male 18 years to 28 years

Atithi Mondal [email protected] Female 18 years to 28 years

Sneha Khandelwal [email protected] Female 18 years to 28 years

Abhishek [email protected] Male 18 years to 28 years

Ruchika [email protected] Female 18 years to 28 years

Puja Padhi [email protected] Female 18 years to 28 years

Chirag Pradhan [email protected] Male Below 18 years

Rina Pradhan [email protected] Female above 35 years

Tonmoy Sarkar [email protected] Male 18 years to 28 years

Harjot Kaur [email protected] Male 18 years to 28 years

Pankaj Kumar [email protected] Male 29 years to 35 years

Akum [email protected] Female 18 years to 28 years

Shubham Kumar [email protected] Male 18 years to 28 years

Ritika Sahu [email protected] Female 18 years to 28 years

Brijesh Chaudharai [email protected] Male 18 years to 28 years

Swati Agarwal [email protected] Female 18 years to 28 years

Kaushree Paul [email protected] Female 18 years to 28 years

Bipasha [email protected] Female 18 years to 28 years

Ritesh Kumar Choudhary [email protected] Male 29 years to 35 years

Aditi [email protected] Female 18 years to 28 years

D Preethi [email protected] Male 18 years to 28 years

Shruti [email protected] Female 18 years to 28 years

Babita [email protected] Female above 35 years

Bittu [email protected] Female 18 years to 28 years

Gopali Chakrabarty [email protected] Female 18 years to 28 years

Shipra Tiwari [email protected] Female above 35 years

Mughatoli [email protected] Female 18 years to 28 years

Anushka Halder [email protected] Female 18 years to 28 years

Rita Prakash [email protected] Female above 35 years

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 82

Sonam Das [email protected] Female Below 18 years

Prachi [email protected] Female 18 years to 28 years

Insha Elahi Urfi [email protected] Female 18 years to 28 years

Somdatta Das [email protected] Female 18 years to 28 years

Rakesh Choudhary [email protected] Male 18 years to 28 years

Seema [email protected] Male 29 years to 35 years

Prabhu Dayal Ram [email protected] Male above 35 years

Nishita Sanyal [email protected] Female 18 years to 28 years

Sumaiya Batul [email protected] Female 18 years to 28 years

Pushpa Bhattarai [email protected] Female 18 years to 28 years

Meera Choudhary [email protected] Female above 35 years

Ankit Choudhary [email protected] Male 18 years to 28 years

Anisha Saha [email protected] Female 18 years to 28 years

Mousumi Dey [email protected] Female 18 years to 28 years

Rosh [email protected] Male 18 years to 28 years

Arpita [email protected] Female 18 years to 28 years

Rushna Hussain [email protected] Female 18 years to 28 years

Ananya Saha [email protected] Female 18 years to 28 years

Deepsha Chandra [email protected] Female 18 years to 28 years

Ritika Ramesh [email protected] Female 18 years to 28 years

Arsh Elahi Urfi [email protected] Male Below 18 years

Suchismita Pal [email protected] Female 18 years to 28 years

Muskan Das [email protected] Female 18 years to 28 years

Arpita Ghosh [email protected] Female 18 years to 28 years

Lalbachan shaw [email protected] Male above 35 years

Bristi Mandal [email protected] Female 18 years to 28 years

Rumsha khan [email protected] Female 18 years to 28 years

Komal [email protected] Female 18 years to 28 years

Prerona Singh [email protected] Female 18 years to 28 years

N k [email protected] [email protected] Female above 35 years

Nahid [email protected] Female 18 years to 28 years

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 83

Rohit Kumar Dubey [email protected] Male 18 years to 28 years

Ranveer Raj [email protected] Male Below 18 years

Shariya Shahid [email protected] Female 18 years to 28 years

NITU GUPTA [email protected] Female above 35 years

Bikash Ray [email protected] Male above 35 years

Sima Pandey [email protected] Female above 35 years

Garima Agarwal [email protected] Female 18 years to 28 years

Kakali Mandal [email protected] Female 29 years to 35 years

Manoj Choudhary [email protected] Male 29 years to 35 years

Akansha Auddy [email protected] Female Below 18 years

Karan Vijay [email protected] Male 29 years to 35 years

Adity Dhanuka [email protected] Female 18 years to 28 years

CONSUMER RESPONSE TOWARDS ONLINE SHOPPING APPLICATIONS/WEBSITESPage 84