A project on "Consumer Perception about online shopping and their satisfaction". Their likes and dislikes about online product and also about online transaction.

1. Amity University, Patna
A project on
“Customer Perception Towards Online Shopping And Their
Satisfaction.”
Submitted by:- MANSI
Enrollment no.: A45806419135
Program: BBA(2019-2022)
Section: 2 ’C’

2. Certificate
This is to certify that “Mansi” a student of Bachelor of Business Administration.
Enrolment No. A45806419135 has undertaken Summer Assignment Project
under the guidance of Dr. Sarwadaman Kashyap for the Project Title “Consumer
Perception about Online Shopping And Their Satisfaction”.
To the best of my knowledge the project work is original, and no part of the
assignment has been submitted by the student earlier to any other institution/
university.
Dr. Sarwadaman Kashyap
(Project Supervisor)

3. Acknowledgement.
This project bears silent testimony to the positive efforts, patience and
knowledge of all those who guided me.
I take this opportunity to thank a number of people who helped me during my
project with their constructive criticism helpful suggestions and overall
support.
In particular I wish Dr. Sarwadaman Kashyap who has provided me the
guidance in conceptualizing and executing this project. He has been with me
from assigning of the problem to the analysis phase and then later to the
presentation. He has enriched me with helpful suggestions on all matters. This
project could never have materialized without his constructive criticism and
constant monitoring.
I would like to thank everybody who had a role to play in the making of my
project.
Mansi
BBA
2nd semester.

4. Declaration.
The summer assignment on “Consumer Perception Towards Online
Shopping And Their Satisfaction.” has been undertaken as a
fulfillment of the requirement for the award of the degree of
Bachelor of Business Administration of Amity University, Patna. I
hereby declare that this Project is my original work and the analysis
and findings are for academic purposes only. This project has not
been submitted by the any student earlier to any other
institutions/university.
Mansi
BBA 2nd Semester
A45806419135

5. Summary
The growth use of internet in India provides a developing prospect for online
shopping. If e-marketers know the factors affecting online Indian behavior, and
the relationships between these factors and the type of online buyers, then
they can further develop their marketing strategies to converting potential
customers into active ones, while retaining existing online customers.
Electronic commerce draws on technologies such as mobile commerce, supply
chain management, online transaction processing, electronic data interchange,
inventory management system, electronic fund transfer etc. E-commerce may
take up some of the subsequent facilities such as B2B electronic data
interchange, provide direct retail sale and marketing to customers, employ in
gives total relief from the crowd.
Online shopping is one of the rapid growing things. It is considered as a medium
for transaction between buyers and seller. Online shopping also includes supply
chain management, marketing over internet 24x7 timing, availability of variety
of products and services etc.
This project is a part of study and focuses on factors which online Indian buyers
keep in mind while shopping online.
Companies also use the internet to convey, communicate and disseminate
information, to sell the product, to take feedback and also to conduct
satisfaction surveys with customers.

6. Abstract.
Internet has changed the traditional way of customers shopping and buying
goods and services. In this rapidly changing age and time, going digital is the
new trend. Every brick and mortar shop is now trying to create its online
presence to stay ahead of the competition. Consumers use the internet not only
for online shopping, but also to compare prices, product features and after sale
service facilities. Online shopping also know as electronic commerce which
allows consumers to directly buy goods and services from sellers over the
internet using the web browser.
Customers are purchasing the goods and services online because it saves time,
and more selection, for goods is available as compare to offline shopping. And,
most important thing there is no need to go anywhere one can receive goods at
his/her home. The main objective of this project is to explore & investigate
consumer perception towards online shopping. The present data was collected
through Questionnaires. This research also aims to find out the key factors like
age, gender and various payment method that affects the consumers behavior
towards online shopping.
Index Terms Age, cash on delivery, debit card, credit card, price.

7. Introduction.
Online shopping refers to the shopping behavior of
consumers in an online stores or a website used for
online purchasing purpose. Online shopping is the
consumers shopping behavior to shop online. The
people who find its easy to use, useful and enjoyable
can accept online shopping. Online shopping has
experienced a rapid growth during the recent years due
to its unique advantages for both consumers and
retailers such as shopping at round the clock facilities,
Decreasing dependence to store visits, saving travel
costs, increasing market area and offering a wide range
of products. Online shopping is the consumers shopping
behavior to shop online. Not only in urban areas but also
in village also people are loving to do shop online.

8. Customer Perception Towards
Online Shopping.

9. Stupendous & Enormous expansion of internet in India, the people are taking interest in online shopping.
They can do online shopping while they are sitting in their homes and workplace, after getting good
service response, quality of product, competitive price and on time delivery through online shopping,
they always try to recommend their friends and family members for online shopping.
At present, more and more customers are doing shopping online because in urban. areas e.g., Delhi NCR
itself mostly people are working that’s why they are not having so much time to go for offline shopping.
The convenience of online shopping is the main attraction of customers. Unique online payment system
offer easy and safe purchasing from other individuals. Various demographic factors like age, income,
gender, education background also affect the customers behavior. Earlier consumers used to pay with cash
but now a day's number of payment options are available for like debit card, credit card, internet banking
and cash on delivery also. These payment methods also makes online shopping easy. There are various
online promotional tools which attract most of the customers to shop online. In the era of internet
technology, wi-fi services and smart phone gadgets provides so much facility for the consumers to do
shopping's from anywhere. Many retailers engage their customers in impulse behavior through the usage
of visuals and information and through the usage of colored pictures and images of the entire product and
offered discount on various products. In description of the entire product and service, online promotions
can serve an excellent purpose.

10. Advantages of Online
Shopping.
 Online shops give us the opportunity to shop 24x7, and reward us
with a no pollution shopping experience.
 Cheap deals and better prices are available online, because
products come to you direct from the manufacturer or seller
without middleman being involved.
 You can shop from retailers in other parts of the country, or even
the world, all without being limited by geography. The choices
online are amazing.
 Many times, when we opt for conventional shopping, we tend to
spend a lot more than planned. There are other outside expenses
on things like eating out, transportation, and let’s not forget
impulse buys! So there are less expenditure incurred in online
shopping.
 Comparing and researching products and their prices is so much
easier online.
 No crowd is their when you prefer to do shop online.

11. Disadvantages of
Online Shopping.
 If an item comes damaged or not as described, you will
want to return the items or be refunded your money.
Depending on where you purchased your item, there can be
different policies for refunds and returns.
 Unlike buying at retail stores, you can use the product
instantly after you buy it, which can be satisfying. However,
online shopping requires patience to wait for the items to
arrive at your doorstep about 2 to 3 days or even longer
depending on the location you have ordered it form.
 Lack of touch-feel try creates concerns over the quality of
the product on offer. Online shopping is no quite suitable for
clothes as the customers cannot try them on.
 Customers must be careful in revealing their personal
information. Some of the e-retailers are unreliable.

12. Changing Attitude Towards
Online Shopping.
“Awareness Future Demand Focus For Emerging Markets & Current
Issues.” The number of internet users is increasing day by day which
attracts people who have an options to buy online. It was never
thought that Indians would go in for e-shopping in such a big way.
Ticketing travel bookings and even books and movies seem fine to buy
online. Knowing that in India sizes vary brand to brand and quality
inconsistent, even of some electronic items, how is it that there are
people buying these items online? In India there are some segment of
people who have not yet tried purchasing over internet.
Here is the few reason why internet shopping is preferable:
 Convenience: Online stores are usually available 24 hours a day
and many consumers have internet access both at work and at
home. Other establish such as school provides access as well. A
visit to a conventional retail store requires travel and must take
place during business hours.

13.  Home Delivery : In any case, home delivery is a concept that Indians
are familiar with and love. The mall craze has started only now. Earlier,
it was a choice between swearing it out in small crowded markets or
asking a friendly neighborhood grocer to deliver groceries home and its
system is still thriving.
 Increase in Internet users: Increasing penetration of Internet
connectivity and PCs has led to an increase in the Internet users across
India. The demographic segments that have witnessed maximum
growth comprise college going students and young person. These
segments are the users of advanced applications and technologies
online and are most likely to be heavy E-commerce users.
 Increase in no. of buyers and sellers: The success of a
marketplace depends on the presence of a large number of buyers and
sellers. In addition to online buyers, many offline stores have begun to
sell their products in the online marketplace. The greater the number of
sellers and buyers, the faster the market grows.

14. Some of the e-
commerce websites
are as follows
 F l i p k a r t .
 S n a p d e a l .
 A m a z o n .
 M y n t r a
 A j i o

15. Flipkart.

16. Types of business private
Type of site E-commerce
Available in Hindi, English
Founded 2007:13 years old
Headquarters Bengaluru, Karnataka, India
Area served India
Founder Sachin Bansal, Binny Bansal
Commercial Yes
Current Status Active
Flipkart is an Indian e-commerce company based in Bengaluru, Karnataka, India. It was founded by Sachin
Bansal and Binny Bansal in 2007. The company initially focused on books saes, before expanding into other
product categories such as consumer electronics, fashion, home essentials & groceries, and lifestyle products.
According to a report in November 2014, Flipkart was operating through a complex business structure which
included 9 firms some registered in Singapore and some in India. In 2012, Flipkart co-founders sold WS Retail to
a consortium of investors led by Rajeev Kuchhal. Flipkart added A.C Air cooler, School supplies, office supplies,
Art supplies etc. Today Flipkart employs over 4500 people.

17. Product
Categories
Provided By
Flipkart.Com
 Books
 Mobiles & Accessories
 Computers
 Gaming
 Movies & TV Shows
 Music, CDs, DVDs & Vinyl
 TV, Videos, & MP3 Players
 Personal & Health Care
 Home & Kitchen
 Pens & Stationary
 Fragrances

18. Terms &
Conditions.
• Enrolment Process.
You must be 18 years or above to enrol in this program. You will have to submit
a complete program application via Flipkart site. They will evaluate your
application and will also notify you about the acceptance and rejections.
(a) List affiliate links on price comparison sites.
(b) Advertise affiliate links through pop-up windows.
(c) Advertise affiliate links as Flipkart’s coupon codes or special offers.
(d) Promote illegal activities.
(e) Promote Violence.
(f) Otherwise violate intellectual property rights.
(g) Promote sexually explicit materials.
(h) Use affiliate links in HTML, emailers, newsletters or any other form of bulk
emails.
(i) Promote discrimination based on race, sex, religion, nationality, disability,
sexual orientation or age.

19. • Product Links:
You may select one or more product to list on your site using a variety of formats that we make available to you, such as text link
format, graphical link format. For each selected product, you will display on your site a short description review or other reference.
You will be responsible for the content style and placement of these references.
• General Link to Flipkart Site Home Page:
You may provide a general link on your site to the home page of the Flipkart site.
• Order Processing:
We will process product orders placed by customers who follow special links from your site to the Flipkart site. We will track sales
made to customers who purchases products by using special links from your site to the Flipkart site and will make available to you
reports summarizing this sales activity. The form content and frequency of the reports may vary form time to time in our discretion.
• Referral Fee Schedule:
During each calendar month, for qualifying products sold during sessions initiated through special links on your site, you will earn
referral fees in accordance with the “fee structure” described below.

20. Snapdeal

21. Snapdeal.com
Snapdeal is an e-commerce company based in India. Snapdeal was launched in February 2010,
headquartered in Delhi. The company was founded by Kunal Bahl a Wharton graduate and Rohit Bansal
alumni’s of IIT Delhi who are friends since school. They had agreed that after finishing their studies and
gaining work knowledge they would start a project of their own.
It is a daily deals’ website that features discount offers across lifestyle segments such as dining, health &
beauty, entertainment and travel. It also offers discounts on products like electronics, perfumes,
watches, bags, sunglasses, apparels and mobile phones.
For the merchants who partner with Snapdeal it is a cost-effective channel for acquiring new
customers. It also works as a risk-free alternate marketing channel. From the merchant's standpoint,
they are passing on the customers acquisition cost in the form of a discount offer.

22. Product Categories Provided By Snapdeal.Com
Mobile & Accessories.
Men’s & Women Apparels.
Watches, Bags & Accessories.
Electronics & Cameras.
Computers & Peripherals.
Perfumes, Beauty & Health.
Jewelry.
Books & Movies.
Footwear.
Travel Packages.
Adventure & Entertainment.
Infants, Kids & Toys.

23. Terms of Sale, Website
Terms of Use, Privacy
Policy.
The ‘User Agreement’ which is intended to be a legally binding
contract between you and us, contains the following :-
(a) Terms of Sales: this governs your purchase and use of the
coupons or vouchers.
(b) Website Terms of Use: this governs the access and use of
the website.
(c) Privacy Policy: this governs the use of your personal
information we collect.
You agree that you are of legal age to enter binding contracts,
have read, understood and are bound by the user agreement. If
you do not want to be bind with this user agreement, you should
not use this website or conduct any sale or purchase transactions.

24. A M A ZO N

25. Amazon is an American multinational electronic commerce company with headquarter in Seattle,
Washington, USA. It is the world largest online retailer. The company also produces consumer
electronics – the notable the Amazon Kindle e-book reader- and is a major provider of cloud computing
services.
Jeff Bezos incorporated the company in July 1994 and the site went online as amazon.com in 1995.
Amazon.com started as an online bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads,
software, video games, electronics, apparel, furniture, foods, toys and jewelry.
The company was founded in 1994, spurred by what Bezos called his ‘regret minimization framework’,
which he described as his effort to fend off regret for not staking a claim in the Internet gold rush.

26. Product Categories provided by Amazon.com
Books
Movies, Music & Games.
Electronic & Computers.
Home, garden & Took.
Pet Products.
Kitchen & Dining.
Furniture & Decor.
Toy, Kids & Baby.
Clothing, Silver 7 Jewelry.
Sports & Outdoors, Automobile & Industrial.

27.  Terms of Use:
This is an agreement between the amazon digital services and consumer before using the amazon games and software
downloads service, please read these terms and conditions. If you use the games and software services, you will be
bound by the terms of this agreement.
 Copyright Complaints:
Amazon respects the intellectual property of sales. If you believe that your work has been copied in a way that
constitutes copyright infringement, please follow our Notice and Procedure for making claims of copyright
Infringement.
 Risk of Loss:
All items purchased from Amazon are made pursuant to a shipment contract. This means that the risk of loss and title
for such items pass to you upon our delivery to the carrier.
 Returns, Refunds & Title:
Amazon doesn’t take title to returned items until the items arrive at our fulfilment centre. Amazon does not take to be
refunded item. For more information about our returns and refunds.

28. FINDINGS.

29. 1) 28% of respondents buy books and 23% of respondents buy mobiles through online shopping and lowest 12%
buy apparels.
2) 43% of respondents faced no problem in online shopping and 53% of responde3nts faced problem in online
shopping.
3) 65% of respondents are satisfied and 35% of respondents are not satisfied with online shopping.
4) 47% of respondents said yes online shopping is better than physical store and 40% of respondents said No.
5) 45% of respondents' monthly income in between 20,000-30,000 they bought online because they are graduate
people and use electronic products.
6) 75% of respondents make the payment through credit/debit card and 15% through bank transfer because its
convenient and suitable for them.
7) 45% of respondents are motivated by online shopping to purchase the product and 7% of respondents buy the
products at physical store.

30. THANK YOU!