A study on e-commerce.pdf

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PROJECT REPORT
(PAPER CODE: CC 6.1 Ch)
(Submitted for the Degree of B.Com Honours in Accounting &Finance
under University of Calcutta)
Title of The Project
A STUDY ON E-COMMERCE
SUBMITTED BY
NAME OF THE CANDIDATE: ANSHU SHAW
C.U. REGISTRATION NO.: ***-****-****-18
C.U. ROLL NO.: ******-**-**52
COLLEGE ROLL NO.: 1154
NAME OF THE COLLEGE: SIVANATH SASTRI COLLEGE
SUPERVISED BY
NAME OF THE SUPERVISOR: PROF. RAJYASRI CHAKRABARTY
NAME OF THE COLLEGE: SIVANATH SASTRI COLLEGE
MONTH & YEAR OF SUBMISSION
JULY, 2021

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SUPERVISOR’S CERTIFICATE
This is to certify that Miss. Anshu Shaw, a student of B.Com 6thSemester
Honours in Accounting & Finance of SIVANATH SASTRI COLLEGE under the
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 E-COMMERCE”.
The project report, which she is submitting, is her genuine and original
work to the best of my knowledge.
Place: Kolkata Signature:
Date: Name: Prof. Rajyasri Chakrabarty
Designation: Faculty of Commerce
Name of the College: Sivanath Sastri College

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STUDENT’S DECLARATION
I hereby declare that the Project Work with the title “A STUDY ON E-
COMMERCE” submitted by me for the partial fulfillment of the degree of B.Com.
Honours’ in Accounting & Finance under the University of Calcutta is my original work
and has not been submitted earlier to any other University/Institution for the fulfillment
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.
Place: Kolkata Signature:
Date: 21.07.2021 Name: Anshu Shaw
C. U. Registration No.: ***-****-****-18
C.U. Roll No.: ******-**-**52

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ACKNOWLEDGEMENT
I would like to express my special thanks of gratitude to our College Principal,
Dr. Runa Biswas as well as our Head of Department, Prof. Ratan Sen who gave me the golden
opportunity to do a Project report. I specially thanks to my supervisor Prof. Mrs. Rajyasri
Chakraborty, under whose guidance I have successfully completed this project and time
spent with her had been a great learning experience. I thank her for constant encouragement,
warm responses and for filling every gap with valuable ideas which has made this project
successful. She made it possible for me to put all my theoretical knowledge to work out on the
topic: “A STUDY ON E-COMMERCE”.
The making of any project requires contribution from many people, right from
inception till its completion. In my case also, there had been a many people who have made
this happen. I would like to thank all of them who were supportive and helpful in preparing
this project work at various stages.
I thank my friends for providing constant encouragement and help. I am indebted
to them for their timely help & the enthusiasm they expressed in helping me bring this project
worthy and successful. Finally, I am grateful to my family members for their moral support
and understanding.
Name: Anshu Shaw
C. U. Registration No.: ***-****-****-18
C.U. Roll No.: ******-**-**52

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ABSTRACT
The Project Report titled – “A STUDY ON E-COMMERCE” is assigned to me by
my supervisor.
With the changing market scenario and economical growth, the demand for online
shopping has increased. Explosion of E-commerce has changed the buying and selling patterns
and preferences of customers and sellers. We all are aware that E-commerce has made the
transactions quick, faster as well as easier. Not only the sellers are benefited by this
technology, but the buyers are also benefited. There is no doubt that Commerce and Business
are the backbones of a country’s development, if they were supported by the electronic
technology and tools like e-commerce, it will make wonders in the economical growth of the
country.
However, the study of factors like wider audience, cost efficiency, faster
information, and enhanced service show the need for E-Commerce in modern business era.
Several researchers have been carried out studies in their effort to examine consumers’
perception towards E-commerce. The current project work named “A STUDY ON E-
COMMERCE” is an attempt to describe the scenario of E-Commerce, analyze the awareness,
usage, preferences as well as satisfaction level of customers towards E-commerce and online
shopping. The study also aims to analyse the factors responsible for the non-accessibility of E-
commerce and to give the suggestions for the improvement in E-commerce. Although there
were many hurdles in the completion of the project work but the primary data, collected from a
sample survey of 50 respondents, are used. The data from Google Trend and articles of the
researchers are also used to make the project work accurate as far as possible.
Finally, with the completion of this study, it is concluded that E-commerce technology has
increased in tremendous way from e-banking to offshore manufacturing to e-logistics. Today
almost every big company has adopted these technologies to increase sales, to make brandings
and to reach the customers all over the globe. Among 50 respondents, 46 are well aware of E-
commecre, but still some people are away from the knowledge of E-commerce. Hence several
recommendations has been made on this.

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TABLE OF CONTENTS
CHAPTER TITLE PAGE NO
CHAPTER I INTRODUCTION 8-17
1.1 BACKGROUND OF THE STUDY 9
1.2 NEED OF THE STUDY 10
1.3 REVIEW OF LITERATURE 11
1.4 OBJECTIVES OF THE STUDY 13
1.5 RESEARCH METHODOLOGY 14
1.6 LIMITATION OF THE STUDY 16
1.7 CHAPTER PLANNING 17
CHAPTER II CONCEPTUAL FRAMEWORK 18-28
2.1 DEFINITION OF E-COMMERCE 19
2.2 FEATURES OF E-COMMERCE 20
2.3 MODELS OF E-COMMERCE 21
2.4 ADVANTAGES OF E-COMMERCE 23
2.5 DISADVANTAGES OF E-
COMMERCE
24
2.6 NATIONAL SCENARIO OF E-
COMMERCE
25

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CHAPTER TITLE PAGE NO.
2.7 INTERNATIONAL SCENARIO OF E-
COMMERCE
26
2.8 PROFILE OF E-COMMERCE
WEBSITES
27
CHAPTER III PRESENTATION OF DATA,
ANALYSIS AND FINDINGS
29-46
3.1 DATA PRESENTATION, ANALYSIS
AND INTERPRETATION
30
3.2 FINDINGS 45
CHAPTER IV CONCLUSION AND
RECOMMENDATION
47-49
4.1 CONCLUSION 48
4.2 RECOMMENDATIONS 49
BIBLIOGRAPHY 50
QUESTIONNAIRE 51

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CHAPTER 1
INTRODUCTION

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1.1 BACKGROUND OF THE STUDY
Electronic Commerce, commonly known as E-commerce, has become a popular
way of buying and selling of goods and services online using computer networks such as
Internet. This new innovatition of trading not only brings a great number and variety of
merchandise to potential consumers, but also offers a numerous business activities and huge
market. However, the history of E-commerce begins with the invention of the telephone at the
end of last century. EDI (Electronic Data Interchange) is widely viewed as the beginning of E-
commerce if we consider E-commerce as the networking of business communities and
digitalization of business information.
Originally, electronic commerce meant the facilitation of commercial transactions
electronically, using technology such as Electronic Data Interchange (EDI) and Electronic
Funds Transfer (EFT). These were both introduced in the late 1970s, allowing businesses to
send commercial documents like purchase orders or invoices electronically. The growth and
acceptance of credit cards, automated teller machines (ATM) and telephone banking in the
1980s were also forms of electronic commerce. Another form of E-commerce was the airline
and railway reservation system. From the 1990s onwards, electronic commerce would
additionally include enterprise resource planning systems (ERP), internet marketing, supply
chain management, data mining and data warehousing. In the dot com era, it came to include
activities more precisely termed “Web Commerce”- the trading of goods and services over the
World Wide Web, usually with secure connections (HTTPS, a special server protocol that
encrypts confidential ordering data for customer protection) with e-shopping carts and with
electronic payment services, like credit card payment authorization.
Although the Internet became popular worldwide around 1994, when the first
internet online shopping started, it took about five years to introduce security protocols and
Digital Subscriber Line (DSL) allowing continual connection to the Internet for electronic
transactions. By the end of 2000, many European and American business companies offered
their services through the World Wide Web. Since then people began to associate a word “E-
commerce” with the ability of purchasing various goods through the Internet using secure
protocols and electronic payment services. Today E-commerce encompasses a very wide range
of business activities and processes, from e-banking to offshore manufacturing to e-logistics.

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1.2 NEED OF THE STUDY
Now-a-days, retail stores are facing more competition in retailing business. Good
store design not only increases the visiting of more customers into the store, but also increases
the goodwill of the store. Here price also plays a major factor to use the customer giving
preferences and selection of the store. However, the emergence of E-commerce is a boom in
the modern world.
➢ In financial world, the need of E-commerce is to accelerate effective performance i.e.
better quality, greater customer satisfaction, better corporate decision making and as
well as to achieve greater economic efficiency (lower cost) and more rapid exchange
(high speed, accelerated, or real-time interaction), to improve the execution of business
transaction over various networks.
➢ The study of factors like wider audience, cost efficiency, faster information, enhanced
services show the need for E-Commerce in modern business era.
➢ As industry research has shown, there is much need to know the customer expectations,
customer preferences towards E-commerce.
➢ Besides these, it is also needed to know their store choices for online shopping and to
bring out the solutions to make E-commerce more effective, not only to the customers
but also to the sellers.
➢ Thus the need of the study on E-commerce is to find out its importance to customers as
well as sellers and its awareness and usage among customers of different age group.

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1.3 REVIEW OF LITERATURE
E-commerce means electronic commerce which involves buying and selling of
goods and services, or the transmitting of funds or data, over an electronic network,
predominantly the Internet. Several researchers have carried out studies in their effort to state
their view towards E-commerce.
➢ Kumar, N., (2019) in their study mentioned tremendous growth in e-commerce is
expected to rise 4 times by year 2021 in comparison to 2015. Major contributors to this
growth are going to be smartphones and internet users, rise in awareness among general
public, better internet services, digitalization of most of the initiatives with the support
of government, entry of foreign investors and business players, advanced payment
options available to consumers. And the study concluded that the Government needs to
take steps to provide proper legal framework and minimize obstacles in growth, which
improves their competitiveness globally.
➢ Mahipal, D., (2018) had tried to mention in his paper about different phases of internet
from year 1995 to present era which has marked a continuous development in E-
commerce. Further, the study concludes that with this tremendous growth of E-
commerce in coming years provided there will be security in legal framework and e-
commerce so that domestic and international trade could expand.
➢ Khosla and Kumar (2017) in their report coined that some of the trends expected to
come in near future in E-commerce can be growth in omnichannels, niche businesses,
mergers and acquisitions, trapping more rural markets, rise in internet marketing, focus
on services, rise in digital payment modes, better infrastructure and supply chain
management. Thus the report concluded that through using E-commerce, rural
companies can connect with their trading partners for ‘just in time production’ and ‘just
in time delivery’
➢ Shahjee, R., (2016) reported that E-commerce has given a platform to companies to
display their varied products and to make it easy for consumers to quickly find out
products of their interest, which was comparatively difficult by marketing traditionally.
But on the contrary, e commerce is facing lot of difficulties related to infrastructural
capabilities and computer and internet lack of knowledge among consumers, specially
in rural areas.

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➢ Nanehkaran, Y. A. (2013) stated that Electronic Commerce is a powerful concept and
process that has fundamentally changed the current human life. It is one of the main
criteria of revolution of Information Technology and communication in the field of
economy.
➢ This is again very similar to what Gangeshwar, D.K. (2013) had mentioned in their
analytical report. They mentioned that the effects of E-commerce already appears in all
areas of business, from customer service to new product design. It facilitates new types
of information based business processes for reaching and interacting with customers
like online advertising and marketing, online taking order and online customer services
etc. Concluding, it stated that E-commerce reduces cost in managing orders, interacting
with a wide range of customers and trading partners as all the procedures are done
through online.
➢ Goele, S.,Chanana, N., (2012) mentioned in their study that some of the industries like
Travel and tourism, electronic, hardware products and apparel are going to boom in the
coming future with the help of E-commerce. Some of the factors which will contribute
to this growth are M-commerce, replacement guarantees, different payment modes,
logistics and shipment options, product quality standards, customer care services. Thus
there is a growing interest in the use of E-commerce as a means to perform business
transaction.

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1.4 OBJECTIVES OF THE STUDY
The objectives of the study are as follows:
➢ To understand the different models of E-commerce.
➢ To find out the awareness and usage of E-commerce among customers of different age
group.
➢ To identify which E-commerce website is mostly preferred by the customers and for
which product category.
➢ To know which payment method is mostly selected by the customers to make payments
through E-commerce for online shopping.
➢ To analyse the satisfaction level of the customers for the selected online products.
➢ To find out, whether in this pandemic situation E-commerce has made our life easier or
not.
➢ To analyse the factors responsible for the non-accessibility of E-commerce still now.
➢ Lastly, to give the suggestions for the improvement in E-commerce.

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1.5 RESEARCH METHODOLOGY
In this project report, the research methodology has been done based on mainly
Primary Data. The research methodology is planned to know and understand the different
objectives of the study on E-commerce. In this particular study, Meta Analysis Method is used
to systematically collect, evaluate, analyse and summarize the results from a number of
respondents.
❖ AREA OF THE STUDY: The data collected through this research methodology have
been used to bring out the finding of the Study on E-commerce. And for this a survey
has been done on some respondents in which some are business persons, service
holders, self employed persons, college students and some are working women
belonging to different age groups.
❖ TYPES OF DATA: For making this study successful and worthy two types of data are
being used. They are as follows-
➢ Primary data: Primary data is a type of data that is collected directly from main
sources through interviews, surveys, experiments, etc. These are usually collected
from the source where the data originally originates from. For the purpose of this
study primary data have been collected through the survey method (questionnaire
observation and interview) from the respondents. The questionnaire is structured
type containing questions relating to different dimensions of E-commerce and aimed
at studying the customers’ perception regarding E-commerce. The questions
included in the questionnaire are open-ended, dichotomous and offering multiple
choices which are collected through Google Forms, phone calls and social media.
➢ Secondary data: Secondary data is the data that has already been collected through
primary sources and made readily available for researchers to use for their own
research. It is a type of data that has already been collected in the past. Here, the
secondary data have been collected through various websites and articles available
on the internet, books, magazines, journals etc. The collection of these data aimed at
studying the reviews and concept of different researchers toward E-commerce
national and international scenario of E-commerce as well as profile of different E-
commerce websites such as Amazon, Flipkart.

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❖ SAMPLE SIZE: The primary data have been collected through a survey with a well
structured questionnaire on a sample of randomly selected people. For this study, the
sample size is limited to 50 respondents in which some are business persons, service
holders, self employed persons, college students and some are working women
belonging to different age groups. Among these 50 respondents, 46 respondents are
aware of E-commerce. The geographical area of these respondents is limited within
Kolkata.
❖ TOOLS AND TECHNIQUES OF DATA ANALYSIS: After data have been collected,
it has to be analyzed, the data obtained from the questionnaire is arranged in series
order. The tools and techniques used for analyzing data are statistical tools. These tools
are applied to describe the data scope, modularize the data structure, condense the data
representation, illustrate via charts, tables and graphs, and evaluate statistical
inclinations, probability data, to derive meaningful conclusions. In this study, various
percentages are identified in the analysis and they are presented periodically by away of
column diagrams, bar diagrams and pie diagrams to have better quality. Based on this
analysis, findings of the study are driven and recommendations are made.
❖ SOURCE OF DATA: For studying the influences and preferences of customers
towards E-commerce, data have been primarily collected from the responses of the
people through the survey method. This method is followed to get unbiased answers of
the questionnaire.

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1.6 LIMITATIONS OF THE STUDY
It is not possible for any study to make it accurate due to many hurdles in the
collection and computation of data. This study too, like the others have certain constraints
which have been discussed below:-
➢ The sampling frame to conduct this study has been restricted to the area of Kolkata.
➢ The analysis is based entirely on primary data basis.
➢ The number of respondents has been limited to only 50 respondents.
➢ Respondents show reluctance toward giving actual information because of being
indulged in other activities.
➢ The findings of the study are driven based on the assumption that respondents have
disclosed in the questionnaire.
➢ Since the study is an academic effort, availability of sufficient time was major
constraint.
➢ Limited resources are also another major constraint.
➢ Being, its first attempt to undertake such a study, the inexperience is also an obstacle to
accomplish the study in a proper way.

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1.7 CHAPTER PLANNING
The present project report is mainly divided into four chapters with reference:-
➢ Chapter 1-Introduction, which covers the introduction of the topic, involving a brief
background of the study on E-commerce, need of the study, review of literature. Under
this chapter the objectives of the study, research methodology and limitation of the
study have also been mentioned.
➢ Chapter 2-Conceptual Framework, which includes the concepts such as definitions,
examples, different models, advantages, disadvantages relating to the topic E-
commerce. Besides these, the national and international scenario of E-commerce and
the profile of different E-commerce website have been also covered.
➢ Chapter 3-Presentation of Data, Analysis and Findings, where the collected primary
data through a survey have been presented with the help of different charts and tables.
Thereafter, the analysis on the mentioned data has been made using statistical tools.
Based on this analysis, the interpretation has been made to bring out the findings as per
the objective of the study.
➢ Chapter 4-Conclusion and Recommendation, which covers a final conclusion based on
the main findings of the study on E-commerce. And also several recommendations for
the improvement in E-commerce have been made.

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Chapter 2
Conceptual Framework

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2.1 DEFINITION OF E-COMMERCE
The term Electronic Commerce or E-commerce is defined as any sort of business
transaction that involves the transfer of information through the internet. It means using the
Internet and the web for business transactions and/or commercial transactions, which typically
involve the exchange of value (e.g., money) across organizational or individual boundaries in
return for products and services. Thus by definition it covers a variety of business activities
which use internet as platform for either information exchange or monetary transaction or both
at times.
The World Trade Organization defines E-commerce as, "E-commerce is the
production, distribution, marketing, sales or delivery of goods and services by electronic
means." According to The Organization for Economic Co-operation and Development
(OECD) E-commerce means “commercial transactions, involving both organizations and
individuals, that are based upon the processing and transmission of digitized data, including
text, sound and visuals images and that are carried out over open networks (like, the internet)
or closed networks (like, AOL or Mintel) that have gateway onto an open network.”
EXAMPLES OF E-COMMERCE:
➢ 1. Retail: The sale of products directly to consumers (without any intermediary) via
AMAZON, FLIPKART, SNAPDEAL etc.
➢ 2. Dropshipping: The sale of products that are manufactured and shipped to consumers
through a third party via WAYFAIR etc.
➢ 3. Digital products: Downloadable items like templates, courses, e-books, software, or
media that must be purchased for use. Kendle, wordpress.org, filehippo.com etc.
➢ 4. Wholesale: Products sold in bulk. Wholesale products are usually sold to a retailer, who
then sells the products to consumers via INDIAMART etc.
➢ 5. Services: These are skills like coaching, writing, influencer marketing, etc., that are
purchased and paid for online i.e. brainly.in, vedantu.com, unacademy.com etc
➢ 6. Subscription: A popular D2C model, subscription services are the recurring purchases
of products or services on a regular basis i.e. AMAZON PRIME, NETFLEX etc.

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2.2 FEATURES OF E-COMMERCE
E-commerce is a business model or a larger business model that allows companies
or individuals through the electronic network. E-Commerce has certain key features which are
explained as follows:-
➢ Technology-Enabled: Traditional commerce is taking place since times immemorial but
E-commerce is result of integration of digital technology with business processes and
commercial transactions. The technological foundations of E-commerce are internet,
WWW and various protocols.
➢ Technology Mediated: In E-commerce buyers and sellers meet in cyber space rather
than physical place. Hence E-commerce does not involve face to face contact.
➢ Universality: Buying and selling take place through websites in E-Commerce. The
websites can be accessed from anywhere around the globe at any time therefore it possess
the feature of universality.
➢ Intercommunication: E-commerce technology ensures two way communications
between buyer and seller. On one hand by using E-commerce firms can communicate
with customers through E-commerce enabled websites. On the other end, customers can
also fill order forms, feedback forms and can communicate with business operating firms.
➢ Delivery Of Information: E-commerce serves as the best channel of communication. E-
commerce technologies ensure speedy delivery of information at very low cost and
considerably increase information density as well.
➢ Electronic Completion Of Business Processes: By using E- commerce we can perform
business transactions like accounting and inventory through computers at global level.
➢ Inter-Disciplinary in Nature: Implementation of E-Commerce needs a lot of knowledge
of managerial, technological, social and legal issues. Besides this, understanding of
consumer behaviour, marketing tools and financial aspects is as crucial as designing
interactive E- Commerce websites.
➢ Customization: With the use of E-commerce technology, the world is moving from
mass-production to mass-customization. Product customization ensures that goods are
tailor made as per the requirements and preferences of customers.

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2.3 MODELS OF E-COMMERCE
E-Commerce or Electronics
Commerce business models can generally be
categorized in the following categories:-
➢ Business - to - Business (B2B): Website
following B2B business model sells its
product to an intermediate buyer who then
sells the product to the final customer. For
example, a wholesaler places an order from a
company's website and after receiving the
consignment, sells the end product to final
customer who comes to buy the product at wholesaler's retail outlet. Example- Alibaba,
IndiaMart, Trade India etc.
➢ Business - to - Consumer(B2C): Website
following B2C business model sells its
product directly to a customer. A customer
can view products shown on the website of
business organization. The customer can
choose a product and order the same.
Website will send a notification to the
business organization via email and
organization will dispatch the product/goods
to the customer. Example- Amazon, Snapdeal, Flipkart etc.
➢ Consumer - to - Consumer (C2C): Website
following C2C business model helps
consumer to sell their assets like residential
property, cars, motorcycles etc. or rent a
room by publishing their information on the
website. Website may or may not charge the
consumer for its services. Another consumer
may opt to buy the product of the first
customer by viewing the post/advertisement
on the website. Example- OLX, Kaftly etc.

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➢ Consumer - to - Business (C2B): In this
model, a consumer approaches website
showing multiple business organizations for
a particular service. Consumer places an
estimate of amount he wants to spend for a
particular service. For example, comparison
of interest rates of personal loan/car loan
provided by various banks via website.
Business organization, who fulfills the
consumer's requirement within specified
budget approaches the customer and
provides its services. Example-
Monster.com, TimesJobs.com etc.
➢ Business - to - Government (B2G): B2G
model is a variant of B2B model. Such
websites are used by government to trade and
exchange information with various business
organizations. Such websites are accredited
by the government and provide a medium to
businesses to submit application forms to the government. Example- Senseware, Mark43.
➢ Government - to - Business (G2B):
Government uses B2G model website to
approach business organizations. Such
websites support auctions, tenders and
application submission functionalities.
Example- http://www.dti.gov.uk/
➢ Government - to - Citizen (G2C):
Government uses G2C model website to
approach citizen in general. Such websites
support auctions of vehicles, machinery or
any other material. Such website also
provides services like registration for birth,
marriage or death certificates. Main
objectives of G2C website are to reduce average time for fulfilling people requests for
various government services.

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2.4 ADVANTAGES OF E-COMMERCE
There is no doubt that E-commerce has digitally enabled commercial transactions
among organizations and individuals. It provides the following main advantages to the society:
➢ Convenience: Customers can order products or services 24 hours a day wherever they
are.
➢ Information: Customers can find reams of comparative information about companies,
products, competitors and prices without leaving their office or home.
➢ Fewer Hassels: Customers don’t have to face sales people or open themselves upto
persuasion and emotional factors, they also don’t have to wait in line.
➢ Quick Adjustment to Market Conditions by Marketers: Companies can quickly add
products to their offering and change prices and descriptions.
➢ Lower Cost: Online Marketers avoid the expense of maintaining a store and the costs
of rent, insurance and utilities. They can produce digital catalogues for much less cost
than the cost of printing and mailing paper catalogues.
➢ Audience Sizing: Online Marketers can learn how many people visited their web site
and how many of them shopped at particular places on the site. This information can
help them improve offers and advertisements.
➢ Online Marketing: It is easy affordable by small firms, who otherwise would not have
been able to advertise in the print or broad cost media.
➢ Large and Medium: These companies have designed their own websites to automate
corporate purchasing. The high cost on invoices and purchase order copies including
time are saved a great deal due to E-commerce and Internet phase.
➢ Product and price comparison: In E-commerce, sellers can compare the products
using tools or on their own. This gives them a good idea of product alternatives
available, the standard rates, if a product need is unfulfilled. Comparison is faster online
and covers many products.
➢ No reach limitations: A seller with a physical store may only be able to reach a certain
number of buyers. Whereas, through E-commerce sellers can deliver to the customers’
homes but there can be distance limitations. Several e-commerce marketplaces have
their own logistics and delivery system.

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2.5 DISADVANTAGES OF E-COMMERCE
Though e-commerce offers many advantages to customers, business, society and
nation, there are still some areas of concern that need to be addressed. The following are some
of the limitations or disadvantages of e-commerce:
➢ Security: The biggest drawback of E-commerce is the issue of security. People fear to
provide personal and financial information, even though several improvements have
been made in relation to data encryption. Certain websites do not have capabilities to
conduct authentic transactions. Fear of providing credit card information and risk of
identity limit the growth of E-commerce.
➢ Lack of privacy: Many websites do not have high encryption for secure online
transaction or to protect online identity. Some websites illegally collect statistics on
consumers without their permission. Lack of privacy discourages people to use internet
for conducting commercial transactions.
➢ Fear: People fear to operate in a paperless and faceless electronic world. Some of the
business organizations do not have physical existence, People do not know with whom
they are conducting commercial transactions. This aspect makes people to opt physical
stores for purchases.
➢ Product suitability: People have to rely on electronic images to purchase products.
Sometimes, when the products are delivered, the product may not match with electronic
images. Finally, it may not suit the needs of the buyers. The lack of ‘touch and feel’
prevent people from online shopping.
➢ Legal issues: The cyber laws that govern the e-commerce transactions are not very
clear and vary from country to country. These legal issues prevent people from entering
into electronic contracts.
➢ Huge technological cost: It is difficult to merge electronic business with traditional
business. Technological infrastructure may be expensive and huge cost has to be
incurred to keep pace with ever changing technology. It is necessary to allocate more
funds for technological advancement to remain competitive in the electronic world.

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2.6 NATIONAL SCENARIO OF E-COMMERCE
India first came into interaction with the online E-Commerce via the IRCTC
(Indian Railway Catering & Tourism Corporation Limited), through which the Government of
India made it convenient for its public to book the train tickets. This was a boon to the
common man as now they don’t have to wait for long in line and also no burden on the ticket
bookers. Thereafter, the online ticket booking system was followed by the airlines encouraging
Web Booking to save time and money. Today, the booking system is not just limited to the
transportation rather hotel, bus etc. are also being booked using the websites like Makemytrip
and Yatra. Although online shopping has been present since 2000 but it gained popularity only
with discount model of Flipkart in 2007. Soon other portals like Amazon, Jabong, etc. started
hunting India for their business. The E-Commerce growth in India may be lower than the US
and other European markets, but it continues to grow at a rapid rate with many new trends.
E-Commerce is heavily dependent on the web and Smartphone that has altered the way of
business interacting with customers. Over the past few years the Indian sector has grown by
34% (Compounded Annual Growth Rate, CAGR) since 2009, touched 16.4 billion USD in
2014 (Internet and Mobile Association of India research report) and 22 billion USD in
2015.
It is worthy to mention that, today the E-commerce industry in India is growing fast, booming,
and expanding at a larger rate. The concept of online shopping has attracted the Indian
population tremendously. Exposure to Internet has been highly instrumental in the e-commerce
success. According to IAMAI-IMRB report, over 460 million Indians use Internet and India
has been the second largest online market after China. It is obvious that E-commerce growth is
directly related to the number of Internet users.
Furthermore, a study by Forrester Research states that India’s online market is expected to
reach $64 billion by the year 2025, growing at a five-year CAGR of 31.2%. The emergence
and extraordinary success of various online commerce startups like Flipkart, Jabong, Snapdeal,
have recreated the model of online marketplace. Even global companies like Amazon and
eBay made their entry in the Indian market that can be seen to dominate the E-commerce
industry.

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2.7 INTERNATIONAL SCENARIO OF E-COMMERCE
International E-commerce is an undeniable growth opportunity. According to a
recent Study Conducted By Flow Commerce, 67% of online apparel shoppers across 11 top
global markets have made a cross-border purchase in the prior years. The global E-commerce
market size was valued at USD 9.09 trillion in 2019 and had grown by $2 trillion in 2020, with
revenues in China expected to have the largest growth rate at a CAGR of 11.6% up to 2024.
Similarly, it is expected that U.S. market revenues will exceed $490.9 billion by 2024, while
revenues in Europe will reach $516.2 billion in the same time frame.
With the development in 4G and 5G technology, the highest incidence of cross-
border shoppers according to a research report was in Brazil, Australia, and Canada, however
most of the other countries surveyed, including the U.S. and China, were well over 50%. This
trend is further validated by a separate report revealing that high cross-border online shopper
penetration in those countries as well as in China and Mexico. The international E-commerce
trend is certainly not slowing down and continues to gain traction and grow.
In a Global Market Outlook report, projections estimate that international E-
commerce will grow at a Compounded Annual Growth Rate (CAGR) of almost 20% to reach
$18.89 trillion by 2027. There are a number of factors impacting this growth. The global
nature of search and increasing use of search engines facilitates the discovery of new brands
and online retailers. Mobile penetration has also had an impact helping to drive cross-border
purchases. Mobile commerce sales are projected to show a 25% growth in 2020 over 2019,
with additional growth in 2021. With over 3 billion smartphone users worldwide, more and
more global consumers are also shopping via mobile phones and the opportunity in M-
commerce is showing impressive growth. Through mobile, more consumers have access to
social media platforms.
Furthermore, due to the on-going COVID-19, the recent global pandemic and
quarantine rules customers’ inclination towards online shopping is rising since brick and
mortar shops are closed. Now social shopping has become even more widespread among
consumers, that is why it represents a popular channel for many retailers to reach their global
customer base pandemic.

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2.8 PROFILE OF E-COMMERCE WEBSITES
AMAZON
Amazon (Amazon.com) is the world's largest online retailer, which currently
offers millions of products starting from electronics to baby care on its platform and has
millions of registered users. It also provides users to access various services such as streaming
video, music, e-books, the latest offers, etc.
➢ HISTORY: Amazon India is a fully-owned subsidiary of US based e-commerce giant
Amazon, Inc. 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. 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, India’s biggest grocery store to acquire the company, offering more
than 18,000 products. Currently Amazon delivers to most of the serviceable PIN codes in
India. It has more than 20,000 Indian sellers and 41 fulfillment centers across 13 states.
➢ COMPETITION: 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 2025, so both companies are
aggressively trying to grab a larger market shares.
➢ VISSION STATEMENT: Amazons vision is “to be Earth’s most customer-centric
company, where customers can find and discover anything they might want to buy online”.
This statement underscores the business organition’s main aim of becoming the best E-
commerce company in the world.
➢ MISSION STATEMENT: Amazon’s mission statement is “We strive to offer our
customers the lowest possible prices, the best available selection, and the utmost
convenience” The statement promises attractive E-commerce services to satisfy the
customers’ need.

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FLIPKART
Flipkart is one of India’s leading E-commerce marketplaces. Flipkart works in the
Internet & E-Commerce industry, specializing in E-Commerce, Online Shopping, PhonePe,
Mobile Payments Service, and Flight Booking.
➢ HISTORY: Flipkart was founded in October 2007 by Sachin Bansal and Binny Bansal. It
was started as an online bookstore and with the popularity growth, it expanded its
operations. As the revolution of e-commerce gained momentum in India, Flipkart grew at an
accelerated pace. As of now, the company offers 80 million+ products spread across more
than 80 categories. Flipkart has 100 million registered users and more than a million sellers
on its electronic commerce platform. To ensure prompt delivery to its customers, the
company has invested in setting up warehouses in 21 states.
➢ ACHIEVEMENTS: The Company created a record by selling 1 lakh books in a single day
in 2013. Flipkart crossed the 100 million mark in registered customers in 2016. Flipkart
achieved the Young Turk of the Year Award at CNBC TV 18’s “India Business Leader
Awards 2012”.
➢ FUNDING: Flipkart has received funds worth more than $ 4.5 billion, with the biggest
funding in July 2014 worth $ 1 billion and in April 2017 worth $ 1.4 billion. List of top
investors in Flipkart includes Naspers, Steadview Capital, Tiger Global Management, Accel
Partners, Dragoneer Investment Group, Baillie Gifford, Greenoaks Capital, Microsoft,
Morgan Stanley etc.
➢ ACQUISITIONS: In the recent years, many mergers and acquisitions have been witnessed
in the e-commerce market and Flipkart has also made many acquisitions to expand its
business and boost its sales and earnings. The major acquisitions made by Flipkart include
Myntra, eBay India, PhonePe, Jabong, Letsbuy.com, WeRead, Mime360, chakpak.com,
Appiterate, FX Mart, and ngpay. It has recently acquired its former competitor Snapdeal. It
has acquired Snapdeal at a cost of $ 950 million.
➢ COMPETITION: After acquiring Snapdeal the major competitive left against Flipkart is
Amazon India. Still, it is facing stiff competition from Amazon India because Amazon has
really captured a larger share of the market.
➢ VISION STATEMENT: Flipkart vision is “To become Amazon of India”. The vision
statement of Flipkart.com is its strategic plan for the future – it defines what and where
Flipkart com Company wants to be in the future.
➢ MISSION STATEMENT: Flipkart mission statement is “Ab har wish hogi poori”. The
mission statement for Flipkart com is a public document that details the values and strategic
aims of Flipkart.com.

P a g e | 29
CHAPTER 3
PRESENTATION OF DATA, ANALYSIS AND
FINDINGS

P a g e | 30
3.1 DATA PRESENTATION, ANALYSIS AND
INTERPRETATION
This chapter shows the presentation and analysis of primary data collected through a survey
among 50respondents by the means of questionnaire to get a sample opinion of customers who
patronize the services of E-commerce. And on the basis of the answers received from annexed
questionnaire the following analysis has been made and the final data interpretation is done.
3.1.1 GENDER-WISE RESPONDENTS:
TABLE- 1
S.NO. GENDER
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 MALE 23 46
2 FEMALE 27 54
TOTAL 50 100
(SOURCE: PRIMARY DATA)
GRAPH- 1
INTERPRETATION: The first question is designed to find out the gender of the respondents,
whose responses are taken as sample to conduct this project work. The above table and graph
reveals the number of male and female respondents, and by analyzing the same we can
conclude the following:-
• 46% of respondents are males, with the females constituting 54%.
• That is, female respondents are higher than that of male by 4 respondents. Thus, we can
say that majority of the respondents are female.
46%
54%
GENDER-WISE RESPONDENTS
MALE
FEMALE

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3.1.2 AGE-WISE RESPONDENTS:
TABLE- 2
S.NO. AGE GROUP NO. OF RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 BELOW 21 11 22
2 21-30 27 54
3 31-40 9 18
4 ABOVE 40 3 06
TOTAL 50 100
GRAPH- 2
INTERPRETATION: Here the data has been presented to show the age group of different
respondents. By analyzing the above table and graph, we can interpret the following:-
• 22% of the respondents belong to the age group of below 21years.
• 54% of the respondents belong to the age group of 21-30years.
• 18% of the respondents belong to the age group of 31-40years.
• Whereas, only 6% of the respondents belong to the age group of above 40years.
Thus, the overall result shows that the maximum number of respondents is from the
age group of 21-30years, who are mainly involved in this project work for concluding their
responses.
0%
10%
20%
30%
40%
50%
60%
BELOW 21 21-30 31-40 ABOVE 40
22%
54%
18%
6%
AGE-WISE RESPONDENTS
BELOW 21
21-30
31-40
ABOVE 40

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3.1.3 AWARENESS OF E-COMMERCE:
TABLE- 3
S.NO. AWARENESS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 YES 46 92
2 NO 04 08
TOTAL 50 100
GRAPH- 3
INTERPRETATION: The above presented table and graph shows the number and percentage
of respondents who are aware of E-commerce system. From the above graph, it can be
analyzed that:-
• 92% of the respondents are aware of E-commerce.
• 08% of the respondents are still not aware of E-commerce.
Thus, it clearly shows the increased number of respondents who are totally aware of
this modern Electronic Commerce system. This means, most of the people have education of
E-commerce.
92%
8%
AWARENESS OF E-COMMERCE
YES
NO

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3.1.4 MODE OF AWARENESS ABOUT E-COMMERCE:
TABLE- 4
S.NO. MODE OF AWARENESS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 Advertisements 13 26
2 Social Media 20 40
3 Other Websites 05 10
4 Promotional E-mails 06 12
5 Search engine 04 08
6 Others 02 04
TOTAL 50 100
GRAPH- 4
INTERPRETATION: The above stated data reveals the percentage of respondents who are
aware of E-commerce by different modes. By analyzing the same we can say:-
• 26% of the respondents are aware about E-commerce through Advertisements.
• 40% of the respondents are aware about E-commerce through various Social Media.
• 10% and 12% of respondents learn from other websites and E-mails respectively.
• Whereas, only 8% and 4% of respondents are aware though search engine and others.
This means a good communication about E-commerce is going on through different
modes. Here, Social Media and Advertisements prove to be the most successful mode of
making people aware about E-commerce.
0 10 20 30 40
Advertisements
Social Media
Other Websites
Promotional E-mails
Search Engine
Others
26%
40%
10%
12%
8%
4%
MODE OF AWARENESS

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3.1.5 PREFERENCE OF E-COMMERCE WEBSITES:
TABLE- 5
S.NO. WEBSITES
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 AMAZON 21 42
2 FLIPKART 12 24
3 eBAY 03 06
4 SNAPDEAL 02 04
5 MYNTRA 08 16
6 DON’T PREFER 04 08
TOTAL 50 100
GRAPH- 5
INTERPRETATION: Here the data is presented to indicate the preference of E-commerce
Websites by the respondents for online shopping. With analyzing the above table and graph
we can conclude the following:-
• 42% of the respondents prefer to use Amazon.
• 24% of the respondents prefer to use Flipkart.
• 6% of the respondents prefer to use eBay.
• 4% of the respondents prefer to use Snapdeal.
• 16% of the respondents prefer to use Myntra.
• While 8% of the respondents don’t prefer any E-commerce Website for shopping.
Thus it can be clearly observed that most of the respondents prefer to shop online
through Amazon. One more reason to choose Amazon is that it is the world’s largest online
retailer, delivering in most of the areas with variety of products and services.
42%
24%
6%
4%
16%
8%
PREFERENCE OF WEBSITES
AMAZON
FLIPKART
eBAY
SNAPDEAL
MYNTRA

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3.1.6 PREFERRED PRODUCT TO BUY THROUGH E-COMMERCE:
TABLE- 6
PRODUCT Electronics Apparel Books
Beauty &
Personal Care
Home &
Furnishing
Health &
Baby Care
None TOTAL
NO. OF
RESPOND
ENTS
17 15 4 5 3 2 4 50
PERCENT
AGE OF
RESPOND
ENTS
34 30 08 10 06 04 08 100
GRAPH- 6
INTERPRETATION: The above table and graph is designed to reveal the product category,
shopped by the respondents through E-commerce. By studying the same we can interpret that:-
• 34% of the respondents prefer to buy Electronics through E-commerce.
• 30% of the respondents prefer to shop Apparels i.e., clothing and accessories.
• 8% of the respondents prefer to buy books and stationeries through E-commerce.
• 10% of the respondents prefer to buy beauty and personal care products.
• 6% of the respondents prefer to purchase home and furnishing items.
• 4% of the respondents prefer to shop health and baby care product through E-commerce
• And only 8% of the respondents don’t shop any product/service through E-commerce.
Thus, the overall result shows that the Electronic items are more preferred by the
people than other items and this may be a reason of maximum usage of E-commerce.
0%
5%
10%
15%
20%
25%
30%
35%
Electronics Apparel Books Beauty &
Personal
Care
Home &
Furnishing
Health &
Baby Care
None of
the above
34%
30%
8% 10%
6% 4%
8%
PREFERED PRODUCTS

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3.1.7 FREQUENCY OF USING E-COMMERCE WEBSITES:
TABLE- 7
S.NO. FREQUENCY
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 WEEKLY 10 20
2 MONTHLY 21 42
3 OCCASIONALLY 09 18
4 RARELY 06 12
5 NEVER 04 08
TOTAL 50 100
GRAPH- 7
INTERPRETATION: The mentioned table and graph highlights the frequency of using the
selected E-commerce websites for online shopping. And from the above data we can conclude
the following:-
• 20% of the respondents are using E-commerce weekly for ordering items.
• 42% of the respondents use E-commerce on monthly basis.
• 18% of the respondents use E-commerce for ordering anything occasionally.
• 12% of the respondents use E-commerce very rarely.
• And the percentage of respondents, who never uses E-commerce websites is very low,
only 8%.
This means most of the respondents purchase things online on every month.
21respondents, among 50 agreed that they purchase monthly although it is not clearly told by
them as to what they purchase every month.
0% 10% 20% 30% 40% 50%
WEEKLY
MONTHLY
OCCASIONALLY
RARELY
NEVER
20%
42%
18%
12%
8%
FREQUENCY OF USING

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3.1.8 REASON TO OPT E-COMMERCE:
TABLE- 8
S.NO. REASONS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 DISCOUNTS 14 28
2 CONVENIENCE 15 30
3 MORE VARIETY BRANDS 08 16
4 TIME SAVING 09 18
5 DON’T USE E-COMMERCE 04 08
TOTAL 50 100
GRAPH- 8
INTERPRETATION: People choose E-commerce because of certain reasons. Here some of
the reasons are stated through the analyzed table and graph. They are as follows:-
• 28% of the respondents opt E-commerce because of discounts i.e., money savings.
• 30% of the respondents opt E-commerce because it is convenient to them.
• 16% of the respondents opt E-commerce because they get more variety brands.
• 18% of the respondents opt E-commerce because it saves their time.
• 8% of the respondents don’t prefer E-commerce rather they opt traditional commerce.
Thus from the above data we can observe that people are shopping online in huge
number because it is more convenient to them than going to the local markets to purchase the
necessary items. They can order products or services 24 hours a day wherever they are.
28%
30%
16%
18%
8%
REASONS TO OPT
DISCOUNTS
CONVENIENCE
MORE VARIETY
BRANDS
TIME SAVING

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3.1.9 SATISFACTION LEVEL FOR SELECTED ONLINE PRODUCTS:
TABLE- 9
S.NO. SATISFACTION
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 COMPLETELY 28 56
2 PARTIALLY 16 32
3 NOT AT ALL 02 04
4 CAN’T SAY 04 08
TOTAL 50 100
GRAPH- 9
INTERPRETATION: Here the data is presented to reveal the satisfaction level of the
respondents with the E-commerce products and services. And by analyzing the same with table
and graph we can interpret the following:-
• 56% of the respondents are completely satisfied with the E-commerce services.
• 32% of the respondents are somehow partially satisfied with E-commerce.
• While 4% of the respondents are not all satisfied with E-commerce product & services.
• 8% of the respondents can’t say about their satisfaction level.
Thus we get to know that the satisfaction level of the people with E-commerce for
their selected products and services has a mixed review. But most of them have overall a good
experience and satisfaction with the E-commerce.
0%
20%
40%
60%
COMPLETELY PARTIALLY NOT AT ALL CAN'T SAY
56%
32%
4%
8%
SATISFACTION LEVEL

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3.1.10 PREFERRED MODE OF PAYMENT:
TABLE- 10
S.NO. PAYMENT MODE
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 CASH ON DELIVERY 20 40
2 CREDIT CARD 03 06
3 DEBIT CARD 15 30
4 NET BANKING 08 16
5 OTHERS 04 08
TOTAL 50 100
GRAPH- 10
INTERPRETATION: The above table and graph highlights the mode of payment preferred
by the customer to make payment for the purchased goods and services. Some of the payment
modes selected by the respondents are stated below:-
• 40% of the respondents make payment for the goods on delivery i.e., cash on delivery.
• 6% of the respondents choose to use their credit cards for doing the payments.
• 30% of the respondents make payment through their debit cards.
• 16% of the respondents prefer to select net banking for their payments.
• 8% of the respondents choose some other methods for making payments.
Thus by analyzing the above data, we find that majority of the people prefer to select
cash on delivery. This is more preferable mode of payment followed by debit cards.
40%
6%
30%
16%
8%
MODE OF PAYMENTS
CASH ON DELIVERY
CREDIT CARD
DEBIT CARD
NET BANKING
OTHERS

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3.1.11 AWARENESS OF SECURITY THREATS AND FRAUDS RELATED TO
E-COMMERCE:
TABLE- 11
S.NO.
AWARENESS OF
THREATS AND
FRAUD
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 YES 42 84
2 NO 08 16
TOTAL 50 100
GRAPH- 11
INTERPRETATION: The above table and graph reveals the number of respondents, who
are/ are not aware of security threats and frauds attached with the E-commerce. By analyzing
their responses we can conclude the following:-
• 84% of the respondents are aware of security threats and frauds related to E-commerce.
• While 16% of the respondents are still not aware of the threats and frauds related to E-
commerce.
Thus the number of respondents is higher and positive in regard to the awareness of
security threats and frauds with the E-commerce. Hence majority of the people are aware of
security threats but not all. And their security concern should be eradicated.
0% 20% 40% 60% 80% 100%
YES
NO
84%
16%
AWARENESS OF SECURITY THREATS AND FRAUDS
YES
NO

P a g e | 41
3.1.12 E-COMMERCE MAKES LIFE EASIER:
TABLE- 12
S.NO. RESPONSES
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 YES 41 82
2 NO 02 04
3 MAY BE 03 06
4 CAN’T SAY 04 08
TOTAL 50 100
GRAPH- 12
INTERPRETATION: Seeing the recent pandemic situation of our country, a question was
designed to find out whether E-commerce has made their life easier or not. By analyzing the
data collected from the respondents we found that:-
• 82% of the respondents think that E-commerce has made their life easier.
• 4% of the respondents think that E-commerce has contributed nothing in making their
life easier.
• 6% of the respondents have mixed opinion regarding this.
• 8% of the respondents are not able to make out whether E-commerce has made their life
easier or not.
Hence we can say that every other person knows that apart from its limitations, E-
commerce has definitely made our life easier.
0%
20%
40%
60%
80%
100%
YES NO MAY BE CAN'T SAY
82%
4% 6% 8%
E-COMMERCE MAKES LIFE EASIER
YES
NO
MAY BE
CAN'T SAY

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3.1.13 E-COMMERCE IS BETTER SUBSTITUTE OF TRADITIONAL
COMMERCE:
TABLE- 13
S.NO. RESPONSES
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 YES 28 56
2 NO 04 08
3 MAY BE 14 28
4 CAN’T SAY 04 08
TOTAL 50 100
GRAPH- 13
INTERPRETATION: Here the data highlights, whether E-commerce is going to be a better
substitute of traditional commerce or not. By studying the above table and graph we can say
that:-
• 56% of the respondents found it to be a better substitute of traditional commerce.
• While 8% of the respondents disagrees with the above respondents.
• 28% of the respondents have mixed opinion on this context.
• 8% of the respondents can’t say whether E-commerce is going to be a better substitute
of traditional commerce or not.
Thus it is witnessed that that most of the respondents prefer using E-commerce
over traditional commerce system and found it to be a better substitute of traditional commerce,
while some still rely on traditional form of commerce.
56%
8%
28%
8%
BETTER SUBSTITUTE OF TRADITIONAL
COMMERCE
YES
NO
MAY BE
CAN'T SAY

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3.1.14 REASON FOR NON ACCESSIBILITY OF E-COMMERCE:
TABLE- 14
S.NO. REASONS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 LACK OF AWARENESS 14 28
2 LACK OF PHYSICAL
EXISTENCE OF STORES
17 34
3 LACK OF SECURITY 06 12
4 LACK OF KNOWLEDGE 13 26
TOTAL 50 100
GRAPH- 14
INTERPRETATION: The above table and graph is structured to reveal the main reasons for the
non-accessibility of E-commerce still today. With analysing the same we can conclude the following:-
• 28% of the respondents think that there is lack of awareness about E-commerce among people.
• 54% of the respondents state that lack of physical existence of stores is a reason for non-
accessibility of E-commerce.
• 12% of the respondents think that there is lack of security over internet which makes people not
to access E-commerce in this modern era.
• According to 26% of the respondents, lack of knowledge about E-commerce may be a reason
for non-accessibility of E-commerce.
Thus we observe, most of the respondents claims that lack of physical existence of store
followed by lack of awareness are the main cause for the non-accessibility of E-commerce by the
majority of the people in their area.
28%
54%
12%
26%
REASON FOR NON ACCESSIBILITY
LACK OF AWARENESS
LACK OF PHYSICAL
EXISTENCE OF STORES
LACK OF SECURITY
LACK OF KNOWLEDGE

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3.1.15 MODIFICATION OF OPERATION FOR BETTER E-COMMERCE
SYSTEM IN FUTURE:
TABLE- 15
S.NO. OPERATIONS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1 REFUND POLICIES 10 20
2 REPLACEMENT SERVICES 05 10
3 INTERNET SECURITY SERVICES 09 18
4 CUSTOMER CARE SERVICES 04 08
5 DELIVERY SERVICES IN RURAL AREAS 22 44
TOTAL 50 100
GRAPH- 15
INTERPRETATION: The presented data in the table and graph highlights that for the better E-
commerce system in future, which operation should be modified. The respondents gave certain
suggestion on this context and by analyzing the same we can interpret that:-
• 20% of the respondents say refund policies should be modified promptly.
• 10% of the respondents claim that replacement services should be modified.
• 18% of the respondents suggested that internet security services should be upgraded
regularly.
• 8% of the respondents ask for modification of customer care services.
• 44% of the respondents wanted delivery services in rural areas should be increased for
better E-commerce system in future.
Thus the overall result shows that delivery services in rural areas should be
modified as far as possible for the better E-commerce system in near future.
0% 10% 20% 30% 40% 50%
REFUND POLICIES
REPLACEMENT SERVICES
INTERNET SECURITY SERVICES
CUSTOMER CARE SERVICES
DELIVERY SERVICES IN RURAL AREAS
20%
10%
18%
8%
44%
MODIFICATION OF OPERATION

P a g e | 45
3.2 FINDINGS
The project report titled- “A Study on E-commerce” has helped to gather useful
insights and information on the key features of E-commerce. After going through the primary
data and collected information it is found that:-
➢ Although there is not much difference in gender of the respondents, but majority of the
respondents were female, who came up with their responses and opinion on this topic.
➢ Among 50respondents, most of the respondents came from the age range of 21-30years,
who are mainly involved in this project work for concluding their responses on E-
commerce.
➢ Most of the respondents are aware of E-commerce with no fear, but there are still some
people who are unaware of E-commerce and the facilities attached with it.
➢ Making people aware of E-commerce is the most vital thing where social media and
advertisements are the best mode in spreading awareness as now-a-days many people
relies on these mediums.
➢ In spite of having many other E-commerce websites, Amazon is the most preferred E-
commerce website by the respondents because of its wide delivering range in most of the
areas with variety of products and services.
➢ Most of the time, respondents prefer to shop electronic items and apparels through E-
commerce websites.
➢ Most of the respondents don’t use E-commerce websites regularly or maybe there is no
need. They shop through E-commerce on occasions or monthly basis for most of the time.
➢ The main reason to prefer E-commerce, instead of traditional, by many of the respondents
is that it is the convenient to them in their busy lives.
➢ Almost every respondent, who is availing the facilities of E-commerce, is completely or
partially satisfied with it and have an amazing experience with the websites.
➢ Many payment method options are given by the E-commerce websites but payment on
delivery and payment through debit cards are the most selected options by the respondents.
➢ There are many merits of E-commerce but there are some limitations also related with E-
commerce such as security threats and frauds and majority of the respondents are aware of
it, although some of them are yet unaware of it.

P a g e | 46
➢ Due the recent global pandemic most of the respondents are inclined towards online
shopping and they agree with the fact that E-commerce has made their life much easier in
this difficult situation.
➢ Among 50 respondents, about 28 respondents found E-commerce to be a better substitute
of traditional commerce, while some still rely on traditional form of commerce. They are
late majority type of customers who adopt advance technology in latter stage.
➢ There may be many reasons for the non accessibility of E-commerce but according to the most
of respondent lack of physical existence of stores and lack of awareness about E-commerce is the
main reason of not accessing the facilities of E-commerce.
➢ Lastly, for the betterment and expansion of E-commerce, the respondents claim that the
delivery in the rural areas should be increased including the refund policies, internet
security services and other services should be modified.

P a g e | 47
Chapter 4
Conclusion and Recommendation

P a g e | 48
4.1 CONCLUSION
With the completion of the project report- A Study on E-commerce I have learnt
about the different aspects of E-commerce. This project has also helped me to gain some new
experiences about the survey works and collecting data. While surveying, I came across a large
number of people, having different mentality and as a result this project work has given me an
opportunity to learn a lot of things like how to communicate with people having different
behaviour.
From this project I come to know that E-commerce is becoming common in
today’s life. While in the past customers had sufficient time to visit shops, search products,
bargain and decide the purchase after physical examination of the products. Today there is
radical change in the entire scenario. Everything in today’s world is Internet oriented like
Electronic Data Interchange, E-Mail, E-Business and E- Commerce. In the present high cost
situation, E-Commerce can be used as a competitive strategy. It successfully includes the
entire online process of developing, marketing, selling, delivering, servicing and paying for
products and services. The study indicates that most of the customers are having experience of
E-commerce. The customer’s perception of E-commerce varies from person to person. Most of
the consumers prefer to buy some selected products online because they will get heavy
discounts in comparison to store purchases, while for others it is more convenient. Also, the
consumers feel that there are good websites available which can be trusted for purchases.
In conclusion, having access to E-commerce has truly revolutionized and
influenced our society as a whole. This use of technology has opened new doors and
opportunities that enable for a more convenient lifestyle today. Variety, quick service and
reduced prices were three significant ways in which E-commerce has influenced people from
all over the world. However, this concept of E-commerce led to the possibilities of fraud and
privacy conflicts. Unfortunately, it has shown that it is possible for criminals to manipulate the
system and access personal information. But luckily, today with the latest features of
technology, measures are being taken in order to stop hackers and criminals from
inappropriately accessing private databases. By doing so, society will continue to depend upon
E-commerce, which will allow it to remain a tremendous success in the future.

P a g e | 49
4.2 RECOMMENDATIONS
After analyzing the entire study on E-commerce with respect to the primary, some
suggestion in the reference to the context is discussed below:-
➢ There are several opportunities for E-commerce websites if designed and processed in
the quick, secure and qualitative way.
➢ To make products globally recognized every small or big, National or International
company needs to focus and start selling their products and services through E-
commerce.
➢ Marketers need to concentrate properly on the requirements of the E-Commerce and
online tools and techniques to make wonders and hype their sales. Branding, Product
Positioning, awareness of new features in the products etc. all were supported by the
help of E-commerce websites.
➢ Knowledge regarding the process to make use of E-commerce should be taught and
made aware in general public.
➢ Some of the people do not count E-commerce due to the problem of security concerns.
Proper security services should be developed and people should be convinced that E-
commerce is totally safe and secure.
➢ Not only this, the undue advantages which the fake retail stores were enjoying can also
be stopped through the expansion of E-commerce virtual stores.

P a g e | 50
BIBLIOGRAPHY
The information and data related to this project has been collected from the following sources:-
➢ JOURNALS
• Kumar, N., (2019). E-Commerce in India: An Analysis of Present Status,
Challenges and Opportunities. International Journal of Management Studies. (5),
2(3), 90-95.
• Mahipal, D., (2018).E-commerce Growth in India: A study of Segments
Contribution. Academy of Marketing Studies Journal. 2(2).
• Khosla, M., Kumar, H., (2017). Growth of e-commerce in India: An analytical
review of literature. IOSR journal of Business and Management. 19(6), 91-95.
• Shahjee, R., (2016). The Impact Of Electronic Commerce On Business
Organization. Scholarly Research Journal for Interdisciplinary Studies.4 (27),
3130-3140.
• Goele, S., Chanana, N., (2012). Future of e-Commerce in India. International
Journal of Computing& Business Research. Proceedings of ‘I-Society 2012’ at
GKU, Talwandi Sabo Bathinda, Punjab.
➢ BOOKS AND MAGAZINES
• Urmi Datta, Neha Somani- “E-commerce”, Oxford University Press, 2nd
Edition.
• E-Commerce Times
• eMarketer
➢ WEBSITES
• www.google.com
• www.wikipedia.com
• www.onlineshopping.com
• www.amazon.in
• www.flipkart.com
➢ WEB SOURCES
• http://www.csulb.edu/journals/jecr/issues/20052/paper1.pdf
• https://www.studymode.com/essays/Online-Shopping-1600609.html
• https://www.brandloom.com/ecommerce-in-india
• https://www.ibef.org/industry/ecommerce.aspx
• https://inurture.co.in/blogs/rise-e-commerce-industry-india/
• https://www.flow.io/international-e-commerce

P a g e | 51
QUESTIONNAIRE
Respected Sir/ Madam,
I am currently doing a project report on “A Study on E-commerce”. I
kindly request you to co-operate in my project work by filling up the following questionnaire
and I assure you that the data generated by you, will only be used for my project work.
1. RESPONDENT’S PROFILE:
a) Name:
b) Your Gender:
(i) Male [ ] (ii) Female [ ]
c) Your Age Group:
(i) Below 21 [ ] (ii) 21-30 [ ]
(iii) 31-40 [ ] (iv) Above 40 [ ]
d) Occupation:
(i) Student [ ] (ii) Serviceman [ ] (iii) Professor [ ]
(iv) Businessman [ ] (v) Housewife [ ] (vi) Others [ ]
2. Are you aware of E-commerce?
(i) YES [ ] (ii) NO [ ]
3. Mostly, from where do you get to know about E-commerce websites?
(i) Advertisements [ ] (ii) Social Media [ ] (iii) Other Websites [ ]
(iv) Promotional Emails [ ] (v) Search Engine [ ] (v) Others [ ]
4. Which E-commerce website do you prefer the most?
(i) Amazon [ ] (ii) Flipkart [ ] (iii) eBay [ ]
(iv) Snapdeal [ ] (v) Myntra [ ] (vi) Don’t prefer [ ]
5. What type of product do you prefer to buy online?
(i) Electronics [ ] (ii) Apparels [ ] (iii) Books [ ]
(iv) Beauty & Personal Care [ ] (v) Home & Furnishing [ ]
(vi) Health & Baby Care [ ] (vii) None of the above [ ]
6. How frequently do you use E-commerce websites?
(i) Weekly [ ] (ii) Monthly [ ] (iii) Occasionally [ ]
(iv) Rarely [ ] (v) Never [ ]

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7. What is the main reason to opt E-commerce for shopping?
(i) Discounts [ ] (ii) Convenience [ ] (iii) More variety brands [ ]
(iv) Time saving [ ] (v) Don’t use E-commerce [ ]
8. Are you satisfied with products and the services provided through E-commerce?
(i) Completely [ ] (ii) Partially [ ] (iii) Can't say [ ]
9. How do you prefer to make payments?
(i) Cash On Delivery [ ] (ii) Credit Card [ ] (iii) Debit Card [ ]
(iv) Net Banking [ ] (v) Others [ ]
10. Are you aware of security threats and frauds related to E-commerce?
(i) Yes [ ] (ii) No [ ]
11. In the current situation, has E-commerce made your life easier?
(i) Yes [ ] (ii) No [ ] (iii) May be [ ] (iv) Can’t say [ ]
12.Does E-commerce have even more growth potential in India?
13.Is E-commerce going to be a better substitute of traditional commerce in future?
14.According to you, which factor is responsible for non-accessibility of E-commerce?
(i) Lack of awareness [ ] (ii) Lack of physical existence of stores [ ]
(iii) Lack of security [ ] (iv) Lack of knowledge [ ]
15. In your opinion which operation should be modified promptly for better E-commerce
system in future?
(i) Refund policies [ ] (ii) Replacement services [ ]
(iii) Internet security services [ ] (iv) Customer care services [ ]
(v) Delivery services in rural areas [ ]

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