![REFERENCES
[1] Pervaiz Ali, Sudha Sankaran, and Peter Stevrin. Online shopping customer
satisfaction and loyalty in Norway. PGDM dissertation. Blekinge: Tekniska
Hogslola BTH. (2010).
[2] Eri, Y., Islam, M.A., Daud, K.A.K. Factors that influence customers’ buying
intention on shopping online. International Journal of marketing studies, 3(1),
2011, 128.
[3] Mustafa I. Eid. Determinants of e-commerce customer satisfaction, trust,
and loyalty in Saudi Arabia, Journal of electronic commerce research 12(1),
2011, (78-93.)
[4] Guo X., Ling K.C., Liu M. Evaluating factors influencing customer
satisfaction towards online Shopping in China, Asian Social Science, 8(13)
(2012), 40-50.
[5] Lai Wang Wang, Quoc Liem Le. Customer Satisfaction towards Online
Shopping at Electronics Shopping Malls in Vietnam- A Conceptual Model to
Enhance Business Success through Efficient Websites and Logistics Services,
Journal of Stock & Forex
Trading, 5(1), 2015, 1-10.](https://image.slidesharecdn.com/dissertaotonreporn0465-221006193228-d5ba4f4d/85/DISSERTAOTON-REPORN-0465-docx-16-320.jpg)
DISSERTAOTON REPORN 0465.docx
- 1. Dissertation Report Of “CONSUMER PERCEPTION TOWARDS ONLINE SHOPPING” Submitted to :- Submitted by:- Dr. Devendra Bahadur Ravi Kumar IGSM/PG2021/0465
- 2. ACKNOWLEDGEMENT It gives me great pleasure to thank everyone who supported me during the Project, whether directly or indirectly. My appreciation goes out to MR. Devendra Bahadur Sir and Raveendranath Nayak, the Honorable Director of the IILM University in Greater Noida, who helped me with my project. Special thanks go out to all of my colleagues who helped me complete my project successfully by advising and working with me. RAVI KUMAR
- 3. DECLERATION I RAVI KUMAR Roll No. IGSM/PG2021/0465, a student of IILM UNIVERSITY GREATER NOIDA hereby declare that the dissertation on “CONSUMER PERCEPTION TOWARDS ONLINE SHOPPING” is done by me is an authentic work carried out for the partial fulfilment of the requirement for the award of the degree of PGDM program in management under the guidance Of Dr. Devendra Bahadur Sir RAVI KUMAR
- 4. INTRODUCTION The internet is altering the way people shop and purchase goods and services, and it has quickly spread around the world. Many businesses have begun leveraging the Internet in an effort to reduce their marketing expenses and, as a result, lower the cost of their products. products and services to maintain an advantage in markets that are very competitive. Companiesutilize the Internet to sell products, communicate, and share information. customer satisfaction surveys to gather information about the product and solicit customer feedback. Customers visit the Internet to evaluate costs, product features, and the availability of post-purchase services before making an in-store purchase. This is in addition to making actual purchases online. Many professionals are upbeat about the potential of online commerce. Along with the enormous potential of the e-commerce industry, the internet offers businesses a singular chance to more effectively connect with both current and new clients. Although business-to-business transactions generate the majority of online transaction revenue, those that engage in business-to-consumer sales shouldn't lose hope. . Business-to-consumer e-commerce has advanced significantly since it first started. Electronic commerce researchers and practitioners are continually working to improve their understanding of online consumer behaviour. Researchers continue to use several theories to explain how consumers behave online as e-retailing develops. Many of their research have made new, emerging assumptions or hypotheses based on conventional models of consumer behaviour, and then they have examined the viability of those hypotheses in the setting of the Internet. With everything available on the internet, online shopping is unquestionably a terrific way to shop. This method of purchasing enables one to purchase conveniently without difficulty of spending hours in a supermarket or shopping places for clothes, gifts, food, home necessities, pharmaceuticals, and many other products. The Internet, with its abundance of informational resources, enables customers to read a variety of product or service reviews before making actual purchases. For customers looking for sales and store goods, many online shopping platforms also provide daily
- 5. LITRETURE OF REVIEW A literature review is a selective examination of previously published work that is pertinent to your subject and demonstrates how it pertains to your investigation. It discusses and supports how your study might fill in some of the knowledge gaps or questions in this field. A literature review is neither a simple synopsis of all you have read on the subject, nor is it a list of every discovery made in your field in order. NATIONAL LITREATURE OF REVIEW Rajeev Kamineni (2004) discovered that the World Wide Web has a significant impact on how people behave and interact. One significant example to highlight the tendencies in this approach is web-based shopping behavior. The goal of this study, which is extremely exploratory in nature, is to identify the distinctions among a variety of international web shoppers. Numerous important elements connected to online shopping behavior have been investigated. An illustration of the shoppers has been given, along with a cross-cultural data set that was gathered. The cross-cultural variations between a number of shoppers were studied as a last phase. According to Archana Shrivastava and Ujwal Lanjewar (2011), the rate of consumer adoption and spread of internet shopping in India is still quite low. An empirical study of internet purchasing behavior was conducted in light of the aforementioned issue. Based on a study of the literature, the four major psychographic factors of attitude, motivation, personality, and trust were examined in relation to online purchasing. After conducting a statistical analysis, the models for the four parameters that make up the online purchasing decision process were created. These models were combined with data mining, business intelligence, and knowledge management to provide a framework for behavioral business intelligence that provides a comprehensive understanding of online consumer behavior.
- 6. INTERNATIONAL LITREATUREOF REVIEW Electronic exchange of data possibly gave rise to e-business in the 1960s (Zwass, 1996). However, (Melao, 2008) contends that e-Business did not become a common element of many firms until the 1990s, mostly due to the Internet. It was hoped, in his opinion, that e-Business would radically alter how organizations interact with their users, employees, partners, and suppliers. Some others viewed e-business as an element of a strategy to keep competition in the global economy. MoezLimayem,(2002) Over the years, numerous scenarios have been used to explore the subject of online consumer behavior. Despite the fact that over the past few years, researchers from various business disciplines have made tremendous progress, the research area is still quite vast, the studies seem to be somewhat dispersed, and there is no overarching theoretical framework. To evaluate online consumer behavior in a methodical manner, present a thorough evaluation of the literature and suggest a research design with three main building pieces (intention, adoption, and continuance). This suggested paradigm not only gives us a comprehensive understanding of online consumer behavior, but it also acts as a crucial road map for academics in this field. Mr. Burke In order for Business to Consumer (B2C) e-commerce transactions to be successful, trust is a crucial component. Several important elements that affect trust in the context of online shopping have been identified by prior academics. This study focuses on readily available security measures that ensure online shoppers' safety as well as fantastic sales promos and online deals that entice customers to shop online
- 7. SIGNIFICANCE OF THE STUDY Online shopping has been immensely popular in recent years. These are now a fundamental component of daily life because to the advancement of technology. The introduction of plastic money and easy access to the World Wide Web have brought stores from all over the world to desktops. We have personally observed a lot of our friends browsing and making purchases on several online buying websites. The student body has grown so strong that even parents now consult their children before making significant expenditures. Their access to the internet and social media is the only reason for this. In addition, when it comes to individual purchases, Students take great care to obtain the best things on the market, and they look for every opportunity to do so. Here is where online purchasing sites play a key role. Students who are proficient in using the internet and are active on social media are aware of online markets and have at least tried a few of them.The study is extremely pertinent since it provides a clear image of the future of Indian internet markets and the current developments in this particular industry. There is also discussion of the various aspects of online shopping, including its benefits and drawbacks. The study also makes an effort to compare the online buying behaviors of various age groups and income levels.
- 8. Objective of the Study This research study's goal is to examine online consumer behavior, which in turn gives marketers an analytical framework for optimizing their a company's strategies. The particular goals of this study are: 1.To understand how consumers feel and are aware of the products,services made available online. 2.to understand how it satisfies its clients while offering products and services. 3.to understand how the purchase decision-making process is made less uncertain. Scope of the Study The popularity of online shopping, the necessity of virtual marketplaces, their function in shaping consumption patterns and habits, the benefits and drawbacks of e-markets, significant actors in online retailing, etc. are all covered theoretically in the study. 1. Internet surfers participated in the study. 2.Bhopal was the territory covered geographically. 3.A schedule of questions served as the study's foundation. 4.The extent of online buying
- 9. RESEARCH METHODOLOGY Research Objective To know and understand the consumer’s perception and awareness aboutinternetmarketing/ shopping. This will help to know the attitude andperception of consumers towards online shopping and what are the factors which shape the consumer’s perception towards online shopping. Also what are key concerns from the point of view o fconsumer while online shopping. Determination of information needs and sources The following was the information required: What is consumer’s attitude towards online shopping? What are the key concern areas for consumers while online shopping? Which factors shape the consumer’s attitude towards online shopping? How has been recent shift taking place in online shopping? Research Framework Eleven different factors were identified by studying the existing models of consumer attitudes(Refer Annexure 1, 2) that play an important role in online purchase, then a model was proposed leading to online shopping. The data was collected only through Questionnaires. The sample size was 100. And random sampling was done among the internet users. RESEARCH OBJECTIVE 1. To analysethe consumer interest on online marketing. 2. To determine the factors affecting online buying. 3. To evaluate the growth of online marketing. 4. To forsee the demand of online shopping in india. 5. To study the impact of traditional retailer over the online retailer. 6. To gather information regarding growing sector for online purchasing. 7. To understand the barriers of online marketing. 8. To know the consumers awareness and perception about the products and services provided on internet
- 10. 9. To examine what the consumer had bought and what they want to purchase in the near future. Data Collection Method Primary Data It is original primary data, for specific purpose of research project. For this project, I have to use following common research instrument or tool-
- 11. Questionnaire Questionnaire development is the critical part of primary data collectionmethod.For this I will prepare a questionnaire in such a way that it will be able to collect all relevant information regarding the project. The questionnaire was designed using various scaling techniques. The questionnaire was used mainly to test the model proposed for consumer perception towards online shopping. Likert five point scales ranging from Strongly Agree to strongly disagree was used as a basis of Questions. The data collection was done over a period of 8 weeks This was done by going directly to the respondents or through mails. Secondary Data It will be collected to add the value to the primary data. This may be used to collect necessary data and records by different websites, magazines, annual reports, journals, reference books, and newspapers, etc. Sample Design Sample Unit For studying consumer perception on online shopping, samples were selected from Delhi NCR Sample Media The respondents in the samples are reached through personal interviews. Sampling Methods Sampling methods fall under two broad categories- a) Non-probability sampling methods. b) Probability sampling methods. Sample size- 100 Research place-Delhi NCR Sample Design I have prepared this project as descriptive type, as the objective of the study.
- 12. FINDINGS The results demonstrate the rise in Internet usage over time, which is fueling an increase in online purchasing. They also reveal customer attitudes and perceptions of online shopping. A huge majority of online consumers still engage in communication as their primary activity, with 32% of regular online shoppers using the Internet for communication purposes as opposed to 10% for buying. Demographics have an impact on online shopping because more men than women are observed to do their shopping there, and there is a favorable correlation between income and education levels and the rise in online purchasing behavior. Efficiency, time savings, and affordability were the three main driving forces that drove people to shop online. Regular internet buyers were less price sensitive and mostly motivated by convenience when making purchases. However, online marketers ought to make an effort to set their goods or services apart in order to facilitate comparisons. The marketers need to think of creative ways to encourage consumers to spend more online while utilizing the Internet's wealth of information, accessibility, and ease. Privacy and security were two of the top issues for internet shoppers. The touch factor was another barrier to internet shopping. Customers continued to favor the sensory stimulation they get from visiting traditional establishments, interacting with salespeople, and feeling the ambiance. Given that the touch component is the primary motivator for purchasing some things, like as groceries and clothing, this could limit their use. Online shopping has a promising future, particularly in the areas of travel, books, electronics, and gifts.
- 13. SUGGESTION India has great research and development (R&D) capabilities, thus businesses should come up with new ideas quickly to address the security challenges. To address the security issue, technology like text-to-speech software should be invented. When compared to the country's population, credit card ownership is low in India, and many people are reluctant to use them for online purchases. As a result, there are other ways to pay, such as cash on delivery (COD), where the finalWhen the product is delivered, a customer uses cash, and debit cards are used instead of bank accounts.are to be used straight debited. other technologies, such as those used in encryption Prepaid gift card, digital ID solutions, and verified 3rd certifications must all be utilized. India's cellular phone market is expanding, and more businesses could use it to give clients access to the Internet and use it as a form of payment, doing away with the need for PCs and credit cards. Customers should be informed that one of the safety benefits of using credit cards online is that in the event of a dispute over a credit card payment made during an online transaction, it is the responsibility of the merchant to demonstrate that the transaction actually occurred. This is because people who use credit cards online do not physically sign a credit slip. Online consumers are thereby shielded from fraudulent credit card use.
- 14. CONCLUSION This study demonstrates that online buying in India has a very promising future.In India, attitudes regarding online purchasing are improving. Customers can shop online anytime, anywhere, and with a variety of simple and secure payment methods. Customers can compare prices between products and internet retailers. This study explores the elements that influence consumers' online shopping behaviors with a primary focus on influences from the Internet. The study focuses on online consumer behaviors and Internet purchasing (including the nature of online shopping, e-commerce websites, and online security, privacy, trust, and trustworthiness) (include background, shopping motivation and decision making process). These elements were investigated to determine their impact on online consumer behavior. Additionally, past studies were consulted by researchers greater depth of comprehension In order to discover probable factors, the purchasing decision-making process of the customer was also analyzed. The most crucial element in assisting clients in locating the best goods or services for their needs is information search. As a result, internet retailers need to increase the information backing, such as by providing extremely extensive product details and inside web page to improve information search effectiveness. Customers give the reputation of the e-commerce website and payment security during the evaluation stage a lot of thought. The aspect of after-sales services that is most worried about is in the post-purchase stage. Overall, online retailers need to pay close attention to the variables from the Internet that affected or prevented online consumer activities so they can use the proper marketing strategies to aid the customer's decision-making process and enhance their performance
- 15. QUESTIONAIRE 1. Do you use Internet? Yes No 2. How long have you been using Internet? Less than 1 year 3 - 5 years 1 - 3 years More than 5 years 3. On the average, how much time (per week) do you spend in surfing the Web? 0 - 5 hours 16 - 20 hours 6 - 10 hours More than 20 hours 11 - 15 hours 4. Have you purchased anything online ever? Yes No
- 16. REFERENCES [1] Pervaiz Ali, Sudha Sankaran, and Peter Stevrin. Online shopping customer satisfaction and loyalty in Norway. PGDM dissertation. Blekinge: Tekniska Hogslola BTH. (2010). [2] Eri, Y., Islam, M.A., Daud, K.A.K. Factors that influence customers’ buying intention on shopping online. International Journal of marketing studies, 3(1), 2011, 128. [3] Mustafa I. Eid. Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia, Journal of electronic commerce research 12(1), 2011, (78-93.) [4] Guo X., Ling K.C., Liu M. Evaluating factors influencing customer satisfaction towards online Shopping in China, Asian Social Science, 8(13) (2012), 40-50. [5] Lai Wang Wang, Quoc Liem Le. Customer Satisfaction towards Online Shopping at Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success through Efficient Websites and Logistics Services, Journal of Stock & Forex Trading, 5(1), 2015, 1-10.