A PROJECT REPORT

ON
A Study On Online Shopping Behavior Of Hostel
Students

SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENTS OF DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

To

2014-2015

Submitted To: Submitted By:

Tarun Gupta Shikhar Mani

Assistant Professor Roll No. 1310101128

Invertis University
 CERTIFICATE

To Whom It May Concern

This is to certify that Shikhar Mani, currently undergoing Bachelor of Business

Administration (BBA) from Invertis University, Bareilly, has completed and submitted the

project on “Online Shopping Behavior Of Hostel Students” under my guidance.

I wish him a bright future and every success in life.

Dr. Rachna Saxena Mr. Tarun Gupta

(H.O.D, B.B.A & B.COM Programme) (Assistant Professor)

Project Guide

2
 ACKNOWLEDGEMENT

Doing such project report is an arduous task in itself. I was fortunate enough to get support
from a large number of people whom I shall always remain grateful. I would like to express
my deep gratitude to all those who, directly or indirectly made this project report possible.

First of all I would like to thank my parents for encouraging me throughout my life, whatever
the circumstances were, their blessing were always with me and my dearest sibling for her
love.

I would like to express my gratitude to Mrs. Rachna Saxena (HOD BBA, Invertis
University, Bareilly) who gave me an opportunity to do a research study on the chosen topic.

I would like to express my sincere thanks to my project guide Mr. Tarun Gupta
(Assistant Professor, Department Of Management, Invertis University, Bareilly) who
devoted his precious time from his busy schedule to guide and help me at all times. It is under
his valuable guidance, constant interest and encouragement that I have been able to complete
this project.I would also like to thank Mr. Rajeev S.Bhandari(Assistant Professor,
Department Of Management, Invertis University, Bareilly) for his invaluable support and
encouragement.

I would appreciate all the respondents who took out their valuable time to give their views
and filled the questionnaire. Lastly, I take this opportunity to thank my friends who chipped-
in with some valuable suggestions for the betterment of this project.

3
 PREFACE

As an essential and obligatory part of my course i undertook a research project on

“Online Shopping Behavior Of Hostlers Of Invertis University”

The research has helped me to get a practical knowledge about to ananlyse environment
stimulus, changes, and current requirements as an important suffix to the theortical
knowledge into the business environment.

One cannot merely depend on the theortical knowledge,classroom lectures make the
fundamental concepts but the research facilities the help in learning of the practical situation.
It is in the sense that the research has significant role to play in the subject of business
management. To develop healthy managerial and administrative skills in potenial knowledge
of real environment.

Shikhar Mani

B.B.A V “B”

4
 TABLE OF CONTENT

S.No. CONTENT Page No.

1 OBJECTIVES 6

2 RESEARCH METHODOLOGY 7-8

3 INTRODUCTION 9-12

6 DATA INTERPRETATION AND ANALYSIS 13-41

7 FINDINGS 42-44

8 SUGGESTIONS AND RECOMMENDATIONS 45

9 CONCLUSIONS 46

10 LIMITATIONS 47

11 BIBLIOGRAPHY 48

12 QUESTIONNAIRE 49-51

5
 OBJECTIVES OF THE STUDY

1. To study the Online Shopping behavior pattern amongst hostlers of Invertis

University.

2. To study the factors affecting the Online Shopping behavior of hostlers of Invertis

University.

3. To identify their preferences towards different e-shopping websites and the features
of websites in general.

4. To study perception of hostlers and their satisfaction level towards online shopping.

6
 RESEARCH METHODOLOGY

Research methodology is a way to solve the research problem. It may be understood as

science of studying how research problem is done scientifically.

The procedure using, which researchers go about their work of describing, explaining and
predicting phenomena, is called Methodology. Methods compromise the procedures used for
generating, collecting, and evaluating data. Methods are the ways of obtaining information
useful for assessing explanation.

RESEARCH DESIGN:

Descriptive Research study is done for the study of consumer buying behavior.

RESEARCH INSTRUMENT:

Questionnaire is the research instrument used here.

METHODS OF DATA COLLECTION:

 PRIMARY DATA

Primary data are those, which are collected for the first time, and they are original in
character. A suitable combination of Questionnaire techniques, & discussion with the
respondents was used to collect the required primary data. Primary data gives higher accuracy
and facts, which is very helpful for any research and its findings. The primary data has been
collected through structured questionnaire.
 SECONDARY DATA

The secondary data are those, which are already collected by someone for some purpose and
are available for the present study. Secondary data was collected from the magazines,
websites, newspapers, and other such sources.

7
STATISTICAL TOOLS USED

 PERCENTAGE METHOD

In this project percentage method test and used. The following is the Formula:

Percentage of Respondent = Number of Respondents x 100

Total number of Respondent

SAMPLING PLAN:

Sample Size : 75
Sampling Unit : Hostel students of Invertis University( belonging to the age group of 20-
25)
Sample Procedure : Random Sampling
Sampling Method : Questionnaire
Research Design : Descriptive research design
Survey Area : Invertis University Hostel

8
 INTRODUCTION

India will have the world’s second-largest Internet user base by this December,
overtaking the US. This is among the many interesting findings in the ‘Internet in
India 2015’ Report released by the Internet and Mobile Association of India (IAMAI)
and IMRB International.

According to report, India will have 402 million Internet users by December 2015 and
its user base has increased by 49 per cent compared to last year. In October, 317
million Indian users accessed Internet. China has the largest Internet user base, with
over 600 million users.

It is not surprising anymore that mobile is responsible for a big chunk of this growth.
In Urban India, the mobile Internet user base grew by 65 per cent over last year to
reach 197 million in October 2015. In Rural India, the mobile Internet user base is
expected to reach 87 million by December 2015 and 109 million by June 2016.

Ninety-four per cent of users access the Internet through their mobile phones in
Urban India. However, 64 per cent also use the desktop or laptop to access the
Internet. But 90 per cent of those who use the mobile to access the Internet consider it
their primary device for browsing.

An unsettling revelation is the gender gap when it comes to access to Internet. Men
account for 71 per cent of Internet users, while women account for just 29 per cent.

The demographic data in the report also point to some interesting trends. In rural
India, 75 per cent of the users fall in the 18–30 years age bracket, while 11 per cent
are younger than 18 and 8 per cent are in the 31–45 years group. In Urban India, 32
per cent of monthly active users are college-going students.

Online communication, social networking, and entertainment are the top reasons for
accessing the Internet. Only 24 per cent of urban users and 5 per cent of rural users
accessed the Internet for online shopping.

India's e-commerce market was worth about $3.8 billion in 2009, it went up to $12.6
billion in 2013.

Increasing Internet penetration and growing preference for shopping online will drive
the e-commerce market in India to USD 15 billion by 2016 with a whopping 100
million people going online to shop(as revealed by Google India)

Compared to 8 million in 2012, about 35 million people are now buying everything
from apparel to electronics to cosmetics and furniture from online stores.

9
 When it comes to e-tailing electronics and apparel are the biggest categories in terms

Of sales.

Online travel accounts for nearly 71 percent of the e-commerce business in India.

E-tailing, on the other hand, accounts for only 8.7 percent of organised retail and a
minuscule 0.3 percent of total retail sales.

Online shopping (sometimes known as e-tail from "electronic retail" or e-shopping) is a

form of electronic commerce which allows consumers to directly buy goods or services from
a seller over the Internet using a web browser. Alternative names are: e-web-store, e-shop, e-
store, Internet shop, web-shop, web-store, online store, online storefront and virtual store.
Mobile commerce (or m-commerce) describes purchasing from an online retailer's mobile
optimized online site or app.

The year 1991 noted a new chapter in the history of the online world where e-commerce
became a hot choice amongst the commercial use of the internet. At that time nobody would
have even thought that the buying and selling online or say the online trading will become a
trend in the world and India will also share a good proportion of this success.

Popular E-commerce sites/companies In India:

Flipkart:

Flipkart is an e-commerce company founded in 2007 by Sachin Bansal and Binny Bansal.

Where it is headquartered in Bangalore, Karnataka..Flipkart has launched its own product

range under the name "DigiFlip" with products including tablets, USBs, and laptop bags.

10
In May 2014, Flipkart received $210 million from DST Global, in July 2014 it raised $1

billion led by existing investors Tiger Global and South Africa's media group Naspers and in

May 2015 it raised $550 million from some of its existing investors. Flipkart's last

fundraising round in May 2015 had pegged its valuation at $15 billion.

Amazon:

Amazon.com, Inc. often referred to as simply Amazon, is an American electronic

commerce and cloud computing company with headquarters in Seattle, Washington. It is the

largest Internet-based retailer in the United States. Amazon.com started as an

online bookstore, later diversifying to sell DVDs,Blu-

rays, CDs, video downloads/streaming, MP3 downloads/streaming, audiobook downloads/str

eaming,software, video games, electronics, apparel, furniture, food, toys and jewelry. The

company also produces notably, Amazon, Kindle, E-book readers, Fire tablets, Fire

TV and Fire Phone and is the world's largest provider of cloud

infrastructure services Amazon also sells certain low-end products like USB cables under its

in-house brand Amazon Basics.

Amazon has separate retail websites for United States, United

Kingdom and Ireland, France, Canada, Germany,Italy, Spain, Netherlands, Australia, Brazil,

Japan, China, India and Mexico. Amazon also offers international shipping to certain other

11
countries for some of its products. In 2011, it professed an intention to launch its websites

in Poland and Sweden.

In 2015, Amazon surpassed Wal-Mart as the most valuable retailer in the United States

by market capitalization.

Snapdeal:

Snapdeal is an online marketplace, New Delhi, India. The company was started by
Kunal

Bahl, a Wharton graduate as part of the dual degree M&T Engineering and Business
program

at Penn, and Rohit Bansal, an alumnus of IIT Delhi in February 2010. Investors in
the

Company include Softbank Corp, Ru-Net Holdings, Tybourne Capital,

PremjiInvest, Temasek Holdings, Bessemer Venture Partners, IndoUS Ventures,

Kalaari

Capital, Saama Capital, Nexus Ventures, Intel Capital, and Ratan Tata\. When
Snapdeal

acquired FreeCharge in an equity deal, investors Sequoia Capital India, Valiant

Capital,

Sofina, Ru-Net Holdings, and Tybourne Capital became shareholders in Snapdeal.

12
 DATA INTERPRETATION AND ANALYSIS

1. Do you like to shop online?

a)Yes 70

b)No 5

Boys and Girls Students who like to

Shopping Online No
shop online
Female( 7%
yes)
44%
Male
(yes) Yes
56% 93%

Interpretation:

93% hostel students like to shop online.

Out of the total females 44% shop online and out of the total boys 56% shop online.

13
2. If yes, how often do you make online purchase?

Total Male Female

Once in a month 13 9 4
Once in 2-3 months 19 9 10
More than once in 6 months 3 2 1
1-3 times in a year 10 5 5
As & when required 25 14 11

How frequently are people purchasing online?

Once in a month
19%
As & when required
36%

Once in 2-3 months

27%

1-3 times in a year

14%

More than once

in 6months
4%

14
 14

11
10
9 9

5 5
4
2
1

F M F M F M F M F M
Once in a month Once in 2-3 moths More than once in 1-3 times a year As & when required
6months

Interpretation:

• 36% of students do online shopping whenever its needed or required. Out of girls
32% girls shop once in 2-3 months compared to 23% of boys in the same
category.19% of students “shop once in a month”.

• Only 4% of students fall in category of online shoppers who shop “More than once in
6months”.

15
3. What is the average amount that you spend per purchase while shopping online?

Up to Rs 500 6

Rs 500-1000 30

Rs 1000-5000 33

Above Rs 5000 1

Average amount that people spend on

e-shopping
Above Rs 5000
1% Upto Rs 500
9%

Rs 1000-5000
47%
Rs 500-1000
43%

Interpretation:

• 47% of student spend an average amount of Rs1000-Rs5000 per purchase while shopping
online followed by 43% who like to spend Rs500-Rs700 per purchase.

16
4. Generally when do you prefer making online purchase?

During Festive Season 3

During heavy discount period offers (online shopping festival) 17

Depends upon mood or desire 32

As & when required 18

Online Shopping preference period

During Festive During heavy
Season discount period
4% offers(online
shopping festival)
As and when 24%
required
26%

Depends upon
mood or desire
46%

Interpretation:

46% of students prefer to shop online depending upon their mood or desire,26%
of students shop as and when required followed with 24% of students who only
shop during heavy discount period offers(like-online shopping festivals, big
billion day etc) .

17
5. How do you make payments mostly when shopping online?

Debit Card 8
Credit Card 7
Cash On Delivery 54
Third Party 0

Third Party(e.g
Paypal,Paytm
Wallet etc)
0%
Credit Card
Debit Card 10%
12%

Cash On Delivery
78%

Preferable Payment Mode For E-Purchase

Interpretation:

73% students would make C.O.D payments when shopping online and 12% would do
using debit card and 10% with credit card and 0 % with third party i.e. pay tm wallet
or PayPal.

18
6. What purchase(s) do you usually make when you shop online?

Apparels 26
Electronics Goods 28
Accessories 34
Books 24
Beauty and Personal Care Products 8
Footwear 25
Tickets (railways or airways) 16
Luggage/Bags 6
Other (sports accessories etc.) 2

Other(sports
Luggage/Bags accessories)
Tickets(Railways or 4% 1%
airways)
9% Apparels
15%
Footwear
15% Electronic Goods
17%

Beauty And Books Accessories

Personal Care 14% 20%
Products
5%

Usually Made Online Purchases

19
 Usually Made Online Purchase
male female

24

20

17
16
14 14
13 13

8 8
6
4 4
2 2 2 2
0

Interpretation:

20% prefer accessories, 17% prefer electronic goods and 30% prefer apparels and
footwear.14% like to shop for books.

A lot more boys are preferring electronics goods compared to girls.

20
7. Which of the following websites do you prefer for online shopping?

a) Flipkart.com 53
b) Amazon. In 12
c) Jabong.com 6
d)Snapdeal.com 19
e) Others (Homeshop18, Lens cart etc.) 4

Others(Homeshop
18,Lenscart etc) Most preferred E-shopping Sites
4%

Snapdeal.com
20%

Flipkart.com
57%
Jabong.com Amazon.in
6% 13%

Interpretation:
57% population prefer flipkart,20% like snap-deal and 13
% prefer amazon.

21
8. Which medium do you prefer for online shopping?

Male Female
a) Laptop/P.C 43 29 14
b)Smartphone 27 10 17
c) Tablet 0 0 0

Preferred Medium For Online Purchase

Tablet
0%

Smartphone
39%

Laptop/P.C
61%

22
 Preferred Medium For Online Purchase
Male Female

29

17
14
10

0 0

Laptop/P.C Smartphone Tablet

Interpretation:

Laptop is a preferred medium over smart phones as 61% are using laptops and
39% are using smart phones.

23
9. What is/are the reason(s) for e-shopping?

a) Saves Money 23

b) Saves time 31

c) Convenient 16

d) Range & Availability of Products 30

e) Others (ease, fast, reliable etc.) 0

Common Reasons To Shop Online

Others(ease,fast
etc.)
0%

Saves Money
Range &
23%
Availablity Of
Products
30%

Convenient Saves Time

16% 31%

24
 Common Reasons To Shop Online
Male Female

20
19
18

12
11

0 0

Saves Money Saves Time Convenient Range & Others(ease,etc)

Availability Of
Products

Interpretation:

31% find e-shopping time saving,23% find it money saving and 16% find it
convenient.

25
10. Have you felt any problem in online purchasing?

a) Yes 21

b) No 49

if yes, what kind of problems(s) ?

a) Delay in delivery 12
b) Cheap Quality 4
c) Damaged Product 2
d) Non-Delivery 5
e) Others (fake) 1

Problems Faced In Online Shopping

Yes
30%

No
70%

26
 Problems Faced In Online Shopping
Others(fake)
4%

Non-Delivery
21%
Delay In Delivery
50%

Damaged
Cheap Quality
Product
17%
8%

Interpretation:
70% people have never faced any problem in e-shopping and out of 30% people
who have faced some problems in e-shopping 50% say the problem was “delay in
delivery”.
Non-delivery has 21% and cheap quality has 17% share.

27
11. How do you rate your experience of Online Purchase?

a) Very much satisfied 13

b) Satisfied 50
c) Not satisfied 1
d) Can’t say 5

Satisfaction Level Of Students

Not Satisfied
1%
Can't Say
7% Very Much
Satisfied
19%

Satisfied
73%

Interpretation:
73% students are satisfied and 19% say they are very much satisfied with their
online purchasing experience.

28
12. Do you feel secure while shopping online?

a) Yes 60

b) No 10

Secure While E-Shopping

No
14%

Yes
86%

Interpretation:

86% feel secure while e-shopping and 14% of the population is insecure.

29
13. Does cash on delivery option influences you to do online shopping?

a) Yes 63

b) No 7

Influence Of C.O.D option on e-

purchase
No
10%

Yes
90%

Interpretation:

90% of the population says C.O.D option plays an influencing role in e-shopping and 10%
think it doesn’t.

30
14. How do you like to do online shopping?

a) Through E-shopping websites or using browser 49

b) Through E-shopping Apps 21

Preferred Mode Of Shopping

Through E-
shopping Apps
30%
Through E-
shopping
Websites or using
Browsers
70%

Interpretation:

70% students prefer Websites/browsers to shop online whereas 30% prefer using apps.

31
15. Features you think are necessary for an online shopping website to have?

a) Social Networking Integration 7

b) Multiple Payments 23

c) Privacy & Secure Checkout 19

d) Customer Friendly 30

e) Credibility 9

f) Customer Care Service 23

g)Comparison Between Sites 19

h) Others (review/feedback) 3

32
 Others(Review.Feed Social Networking
back etc) Integration
2% 5%

Comparison
Between Sites Multiple Payment
14% Gateways
18%
Customer Care
Service
Privacy & Secure
17%
Checkout
14%
Credibility
7%
Customer Friendly
23%

Important Features For An E-Shopping Site

Interpretation:

Customer friendly feature has a % share of 23% ,18% is of multiple payment gateways and
31% is for customer care service and privacy checkout followed by 14% is for comparison
between sites.

33
16. Rank the factors which you consider important in refraining/stopping you from shopping
online? (Ranking is to be done numerically like 1, 2, 3, 4…..)

a)Risk Of Identity Theft(Hacking)

b)Risk Of Not Getting What You Paid For

c)Difficulty In Returning Products/Items

d)Waiting To Receive The Product (delivery issues)

e)Complex Compared To Traditional Shopping

f)Lack Of Trust Worthiness Of Vendors

g)Not Being Able To Touch Or See Products

h)More Expensive Than Sold In Retail Stores

34
 Rank 1 Rank 2 Rank3 Rank 4 Rank 5 Rank 6 Rank 7 Rank 8
Categories

Risk of identity 18 8 10 2 9 11 7 10
theft (hacking)

Risk of Not 12 19 13 4 15 2 6 3
Getting What
You Paid For

Difficulty in 9 18 9 11 13 4 7 4
Returning
Products/Items

Waiting to 5 8 6 20 11 9 8 8
Receive the
Product (delivery
issues)

Complex 2 10 4 8 7 19 15 10
Compared To
Traditional
Shopping

Lack of Trust 5 8 14 7 11 10 8 12
Worthiness of
Vendors

Not Being Able 13 10 7 7 13 12 9 4

To Touch & See
Products

More Expensive 12 0 6 5 6 8 15 23
Than Sold In
Retail Stores

35
 25

Risk Of Identity Theft(hacking)

20
Risk Of Not Getting What You Paid
For
Difficulty In Returning Products/Items
15
Waiting To Receive The
Product(delivery issues)
Complex Compared To Traditional
10 Shopping
Lack Of Trust Worthiness Of Vendors

Not Being Able To Touch & See

5 Products
More Expensive Than Sold In Retail
Stores

0
Rank 1 Rank 2 Rank 3 Rank 4 Rank 5 Rank6 Rank 7 Rank 8

Interpretation:

Out of the various reasons for refraining/stopping people for shopping online the 1st rank is
occupied by “Risk of identity theft”,2nd rank by “Risk of not getting what you paid for and 3rd
by “Lack of trust worthiness of vendors”.

36
17.Do you think the feature of “Track The Order” is an important factor influencing the
online shopping decision?

Yes 62

No 8

Does The "Track The Order" Feature

Influences To Shop Online?
No
11%

Yes
89%

Interpretation:

89% think “Track the order” is an influencing factor in e-shopping.

37
18. Does “free shipping” option motivates you to shop online?

a) Yes 62

b) No 8

Does "free shipping" option

motivates to shop online?

No
16%

Yes
84%

Interpretation:

84% believe “free shipping” motivates them to shop online.

38
19. Do you visit retail stores before purchasing a product online?

a) Yes 15

b) No 55

Visiting Retail Stores Before

Purchasing Online

Yes
21%

No
79%

Interpretation:

21% say they visit retail stores before purchasing anything online.

39
20. Do you search for complete information about the product on the net before making
online purchase?

a) Yes 60

b) No 10

Getting Complete Information On Net

Before E-purchase

No
14%

Yes
86%

Interpretation:

86% of the population search for complete information on net before e-purchase.

40
21. Do you want to add any new category of your choice in the list of e-shopping categories?

a) Yes 3

b) No 67

Addition of any new category in e-

shopping category
Yes
4%

No
96%

Interpretation:

96% say they don’t want to add any new category to the list of e-shopping category as they
get everything they want.

41
 FINDINGS

I. Online shopping behavior pattern amongst hostlers:

• Out of total students (boys and girls) 93% likes to do online shopping which is a large
majority. Boys contribute 56% and Girls 44% in the total figure of respondents doing
online shopping.

• 36% of students, a large chunk of population do online shopping whenever its needed
or required. Out of girls 32% girls shop once in 2-3 months compared to 23% of boys
in the same category.19% of students “shop once in a month”.

• 47% of students are willing to spend an average amount of Rs1000-Rs5000 per

purchase while shopping online followed by 43% who like to spend Rs500-Rs700 per
purchase.

Out of boys 2% of boys would spend up to 500 per purchase when they shop online
and 2% would spend above Rs 5000 per purchase compared to 16% of girls who
would spend up to 500 per purchase and 0% on purchase above Rs 5000

• 46% of students prefer to shop online depending upon their mood or desire,26% of
students shop as and when required followed with 24% of students who only shop
during heavy discount period offers(like-online shopping festivals, big billion day etc)
.
• 77% students would make C.O.D payments when shopping online and 11% would do
using debit card and 10 with credit card and 0 % with third party i.e paytm wallet or
paypal.

42
 II. Preferences Of Hostel Students While Making Online Purchase

• Accessories and Electronic Goods are the two most preferred online shopping
categories amongst all.
• Preferences of apparels, footwear and books taken in descending order of sequence
are the other three popular choices amongst students.
• In the category of online Ticket purchase, we have 88% boys and only 12% girls and
similarly for Electronic goods we have 86% boys and only 14% girls.
• Beauty/Personal Care products and luggage/bags are the two least preferred
categories.
• The most preferred online shopping website amongst students is Flipkart.com with a
share of 57% votes in its favor then its snapdeal.com followed by Amazon. In.
• Students rarely look for any other alternatives like- jabong, shopclues,
lenscart,voxpop etc.

• Laptop/P.C is preferred by 61% students as a medium for online shopping whereas

39% use Smartphone to get the online shopping experience.
• 55% girls and 26% boys out of the total respective categories chose smart phones.
• 45% girls and 74% boys went for laptop/p.c.

III. Satisfaction And Overall Perception Level Towards E-shopping:

• 70% hostlers have never encountered any sort of problem in their online purchase.
• Delay in delivery is the main issue with the remaining 30% after that its non-delivery
and cheap quality of products.

• 71% students are satisfied with their online shopping experience.

• 86% feel secure when they shop online.

43
 IV. Factors That Affect Online Shopping Behavior Of Students:

• Three main reasons that influence hostlers to go for e-tailing in the order of preference
are :
time saving, range and availability of products and economical (saves money).
Relatively less students find convenience as an influencing factor.
“Online shopping saves money” is surely not the mantra for girls as only 17% support
this on the other hand 83% of boys find it really money saving.

• 90% students think C.O.D option influences them to shop online.

• 70% hostlers like to use e-shopping websites or browser to do online shopping and
rest 30% use e-shopping apps.
• A large chunk of students think that an e-shopping website should be customer
friendly first. Approximately 25% want it to be customer friendly.
Multiple payment gateways, customer care service are the other two necessary
features which students look for in an e-shopping website as 35% have chosen these
two features.

• Risk of identity theft, Risk of not getting what you paid for, difficulty in returning
products and lack of trust worthiness of vendors are the four important factors which
would stop or refrain or discourage students from online shopping.(the factors are in
the order of priority)
• 89% students think tracking the order is an important factor which influences their
online shopping decision
• 23% girls out of the total girls don’t consider “tracking the order” feature so
important.

• 84% of students find “free shipping” option as a motivating factor to shop online.
• 79% of students do not visit a retail store before making an online purchase.
• 86% students search for complete information about the product on the net before
making online purchase.
• 96% of students do not wish to add any new category in the list of e-shopping
categories.
4% want to add beer, psychedelic drugs. Alcohol and some personal use
items.

44
 SUGGESTIONS AND RECOMMENDATIONS

• On the basis of the findings of my research I would like to give the following
suggestions:

E-commerce websites should come up with lucrative offers on quarterly basis to lure
girls since they shop more (compared to boys)during this period.

Range and Availability of products in the price range of Rs1000-5000 and Rs500-1000
should be given special consideration as 90% of shoppers fall in this category.

E-tailing websites should also work considerably in building trust and friendly relationship
with customers by coming with better privacy policies as this would encourage shoppers to
use other mode of payments like debit cards, credit cards etc as well.

• Since Flip kart has got a strong hold in e-commerce market as the majority prefers it
over other e-shopping websites so it should keep on delivering good and other
websites like Snap deal and Amazon should work on their delivery services, range
and availability of products especially in electronic goods and accessories segment
and making better connect with potential customers to stay in race and make the
competition tougher.

• Around 70% of online shoppers prefer e-shopping websites or browsers over e-

shopping apps so e-tailers should come up with ideas to improve the shopping
experience using browsers.(flipkart has already made an entry with flipkart lite)

• E-commerce sites should take the privacy issue really serious as well as the
deliverance of authentic products with better return policies to make themselves
credible before the eyes of customers.

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 CONCLUSION

 A successful webstore is not the just a good looking website with the dynamic
technical features but is also emphasis on building the relationship with customers
with making money. Firstly understanding the customer’s needs and wants is very
essential for building a relations with the customers keeping companie’s promises
gives a customer a reason to come back and meeting the expectations gives them a
reason to stay.
 It shows the company value towards its customers over the website communication.
Customers needs and the expectations are the not the same age, gender, experience,
culture are all the important factors. Users with more online influence focus on the
variables that directly influence the task .
 To increase the online purchases business must use the significant time and money,
define, design, development, test, implement and maintain the webstore. It is very
easy to lose the customer but very difficult to gain the customer.
 To remain in the online business a webstore should responding the customers emails,
notifying the customers problems and always being honest towards the customer.
 Price factor and after sale factor play an important role in e-commerce business so
online marketers should give due importance to it as well as work on satisfying the
existing customer each time and offer new schemes day by day to attract new ones.

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 LIMITATIONS

1. The Study was confined only to the hostel students of Invertis University so the
study may not be generalized in a broader perspective.

2. As not all respondents would have been able to understand the questionnaire
correctly or misread the questions so there is a little chance of marking wrong answers
or incorrect choices.

3. The study is restricted to only teenagers so in order to make more generalized,

reliable and significant conclusions a study employing larger sample size is needed.

4. Time-constraint has also been one of the limitations.

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 BIBLIOGRAPHY/ REFERENCES

1. Online and upcoming the Internet’s Impact on India by Mckinsey & Company

2. Google India Study reports numbers about online shopping in India; ‘Electronics’ Top
Search but ‘Apparels’ most bought by Team YS January 29 2013.

3. Indian E-Commerce statistics in Wikipedia.

4. Chalam, G. (2014). e - Commerce and its structural Development in India - An

Analysis. The IUP Journal Of Information Technology.

5. Dahiya, D. B. (2013). Challenges in online shopping in India. International journal of

Scientific & Engineering Research.

6. Indian E-commerce companies on Wikipedia.

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 Annexure

Gender: Age: (20-25)

Q1. Do you like to shop online?

a) Yes b) No (then jump to Q16)

Q2.If yes, how often do you make online purchase?

a) Once in a month b) Once in 2-3 months

c) More than once in 6 months d) 1-3 times in a year

e) As & when required

Q3.What is the average amount that you spend per purchase while shopping online?

a) Up to 500 b) Rs 500- 1000

c) Rs 1000-5000 d) Above Rs 5000

Q4. Generally, when do you prefer making online purchase?

a) During Festive season

b) During heavy discount period offers (online shopping festival)

c) Depends upon mood or desire

d) As & when required

Q5. How do you make payments mostly when shopping online?

a) Debit Card b) Credit Card

c) Cash on Delivery d) Third Party (e.g. PayPal, Paytm wallet etc)

Q6. Rank your purchase when you go for online shopping?

a) Apparels b) Electronic Goods

c) Accessories d) Books
e) Beauty & personal care products f) Footwear
g) Tickets (Railways or airways) h) Luggage/Bags

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Q7. Which of the following websites do you prefer for online shopping?

a) Flipkart.com b) Amazon. In

c) Jabong.com d) Snapdeal.com

e) Others (please specify............)

Q8.Which medium do you prefer for online shopping?

a) Laptop/P.C b) Smartphone c) Tablet

Q9. What is/are the reason(s) for e-shopping?

a) Saves money b) Saves time

c) Convenient d) Range and availability of products

e) Others (please specify.............)

Q10.Have you ever felt any problem in online purchase?

a) Yes b) No

If yes, what kind of problem(s)?

a) Delay in delivery b) Cheap quality

c) Damaged product d) Non-Delivery (address problem)

e) Others (please specify..........)

Q11. How do you rate your experience of online purchase?

a) Very much satisfied b) Satisfied

c) Not satisfied d) can’t say

Q12. Do you feel secure when shopping online?

a) Yes b) No

Q13.Does cash on delivery option influences you to go for online shopping?

a) Yes b) No

Q14. How do you like to do online shopping?

a) Through e-shopping websites or browser b) Through e-shopping app

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Q15. Features you think are necessary for an online shopping website to have?

a) Social networking integration b) Multiple payment gateways (debit card, credit card etc.)

c) Privacy & secure checkout d) Customer friendly

e) Credibility f) Customer care service

g) Comparison between sites h) others (please specify......)

Q16. Rank the factors which you consider important in refraining/stopping you from
shopping online?

a) Risk of identity theft (hacking)

b) Risk of not getting what you paid for
c) Difficulty in returning products/items
d) Waiting to receive the product (delivery
issues)
e) Complex compared to traditional shopping
f) Lack of trust worthiness of vendors
g) Not being able to touch & see products
h) More expensive than sold in retail store

Q17. Do you think the feature of “tracking the order” is an important factor influencing the
online shopping decision?

a) Yes b) No

Q18.Does “free shipping” option motivates you to shop online?

a) Yes b) No

Q19.Do you visit retail stores before purchasing a product online?

a) Yes b) No

Q20. Do you search for complete information about the product on the net before making
online purchase?

a) Yes b) No

Q21. Do you want to add any new category of your choice in the list of e-shopping
categories?

a) Yes b) No

If yes, then please name...........................................................................................................

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