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A Project Report On

CONSUMERS PERCEPTION TOWARDS ONLINE SHOPPING

Submitted to

UNIVERSITY OF MUMBAI

In partial fulfillment for the two year full time degree course of

MASTER O MA!A"EME!T ST#$IES %MMS&

Submitted by

Ali Murtuza Rizvi

MMS Mar!"ti#$%&'( ) %&'*+

#nder the guidance of

Pr,-"..,r/

S'EI(A RA'E)A S*'OO( O +#SI!ESS MA!A"EME!T A!$

RESEAR*',+A!$RA %E&

%Affiliated to #ni-ersity of Mumbai, Appro-ed by AI*TE !ew $elhi

I!$IA.&


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CERTIFICATE

This is to certify that Mr0 Rizvi Ali Murtuza 1a student of Sheila Raheja School of

+usiness Management / Research, of MMS0 Roll !o. 123 and speciali4ing in

Mar5eting has successfully completed the project titled 2CONSUMERS

PERCEPTION TOWARDS ONLINE SHOPPING30 under the guidance of Prof.nhnnh

in partial fulfillment of the re6uirement of Master In Management Studies by S4"ila

Ra4"5a S64,,l ,- Bu.i#".. Ma#a$"7"#t 8 R"."ar64or the academic year 1789

: 178;.


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CERTIFICATE

I. Prof=jhjghjghj hereby certify that Rizvi Ali Murtuza student ofS4"ila Ra4"5a S64,,l ,-

Bu.i#".. Ma#a$"7"#t 8 R"."ar64 has completed the Project on CONSUMERS

PERCEPTION TOWARDS ONLINE SHOPPING for the Academic >ear 1789?8;. This

information is true to the best of my 5nowledge

Place =


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DECLARATION

I, Ri4-i Ali Murtu4a hereby declare that the following project report titled @A

CONSUMERS PERCEPTION TOWARDS ONLINE SHOPPING an authentic wor5

done by me. It is to the best of my 5nowledge and belief. The information gi-en in

this project is true to the best of my 5nowledge.

Place=


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AC9NOWLEDGEMENT

irst of all I would li5e to ta5e this opportunity to than5 the Mumbai #ni-ersity forha-ing projects as a part of the MMS curriculum.

Many people ha-e influenced the shape and content of this project, and many

supported me through it. I eBpress my sincere gratitude to Prof.nhthnn

for assigning me a project on CONSUMERS PERCEPTION TOWARDS ONLINE

SHOPPING which is an interesting and eBhausti-e subject.

'e has been an inspiration and role model for this topic. 'is guidance and acti-e

support has made it possible to complete the assignment.

I also would li5e to than5 my friends and my parents who ha-e helped and

encouraged me throughout the wor5ing of the project.

(ast but not the least I would li5e to than5 the Almighty for always helping me.


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PREFACE

This project is underta5en to fulfill the project wor5 component of the M.M.S program

in the IC Semester. My project guide from S4"ila Ra4"5a S64,,l ,- Bu.i#"..

Ma#a$"7"#t 8 R"."ar64 Pr,-0 !5!55455!! 0

This project gi-es idea about Online shopping centers, In-estments in online

shopping, Ad-antages and disad-antages of online shopping. E-en it tal5s about

$etermination of consumer moti-ation to buying online.

This project specifically tal5s about the main concept based on current segment in

online shopping and challenges faced by online retailers.


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E:"6utiv" Su77ar;

Internet and Information technology ha-e made tremendous contributions for

business transformation witnessed nowadays all o-er the world. This has gi-en birth

to E commerce which encompasses se-eral pre purchase and post purchase

acti-ities leading to eBchange of products or ser-ice or information o-er electronic

systems such as the internet and the other Telecommunication networ5s.

Analy4ing the competiti-e ad-antage of E?*ommerce it is obser-ed that E?

*ommerce enables simpler, faster and efficient business transactions. or

de-eloping country li5e India, E?*ommerce offer considerable opportunity for growth.

E?commerce leads to a boon for the current economic downturn.

As IndiaDs e?commerce mar5et is worth about Rs 37,777 crores in 1788. About 7F

of this is tra-el related %airline tic5ets, railway tic5ets, hotel boo5ings, online mobile

recharge etc.&. Online retailing comprises about 83F. India has close to 87 million

online shoppers and is growing at an estimated 97?93F per annum. The rapid

growth of e?commerce in India is being dri-en by greater customer choice and

impro-ed con-enience.

*ommerce -ia the Internet, or e?commerce, has eBperienced rapid growth since the

early years. It is well 5nown to most of the Internet researchers that, the -olume of

online business?to consumer %+1*& transactions is increasing annually at a -ery high

rate. More than ;1G million people in the world ha-e shopped online.

Through online shopping different type of business and organi4ations has gained a

tremendous opportunity to increase their sale and to maintain a direct relationship

with its customers. The increasing use of internet by the young generation in India

pro-ides an emerging prospect for online retailers.

#nli5e traditional mar5eting, online mar5eting has many ad-antages li5e global

reach, a-ailability of wide -ariety and cheaper products, 19HG timing etc. If online

retailers 5now the factors affecting Indian consumerDs buying beha-iour they can

further de-elop their mar5eting strategies to con-ert potential customers into acti-e

ones.

*ustomer satisfaction is the 5ey factor for customer retention and ac6uisition in

online shopping system. *ustomer satisfaction with respect to online shopping is the

eBtent to which customerDs perception of the online eBperience confirms their

eBpectation.


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CHAPTER

NO

PARTICULARS PG0NO

8 Introduction 8?1

1 Problem Statement 2?9

2 Research Objecti-es 3?;

9 'ypothesis G?

3 Research $esign ?87

; (iterature Re-iew

;.8 Introduction 81

;.1 Mar5et si4e 82?89

;.2 In-estments 83

;.9 Ad-antages of online shopping 8;?8G;.3 $eterminants of consumer moti-ation to buying online 8?8

;.; $isad-antages 17?12

;.G *urrent segment in online shopping 19?1;

;. Top 87 online shopping centreDs 1G?2G

;. ew facts about online shopping 2?2

;.87 *hallenges faced by online retailers 97?99

G $ata Analysis 93?39

'ypothesis testing 33?3

indings 3?;7

87 *onclusion ;8?;1

88 +ibliography ;2?;9

81 Appendices ;3?;G

INDE


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SR0NO PARTICULARS PG NO0

G.8 Internet users 9;

G.1 Time period 9G

G.2 A-erage time period 9

G.9 Online purchase 9

G.3 "oods bought 37G.; Pay pattern 38

G.G Safety 31

G. Time sa-ed 32

G. Shopping eBperience 39

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