A

PROJECT REPORT

ON

AN EMPIRICAL STUDY ON INTERNET SHOPPING CART SYSTEM

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED

BY

MOHD IKRAM MOHIUDDIN

HALL TICKET NO.: 140221672146

UNDER THE GUIDANCE OF

PROF.Y. VINODHINI
( PROFESSOR)

DEPARTMENT OF BUSINESS MANAGEMENT

AMJAD ALI KHAN COLLEGE OF BUSINESSADMINISTRATION (Affiliated to Osmania

University)Mount Pleasant, 8-2-249 to 267, BANJARA Hills Rd Number 3, Hyderabad

1
 DR. LAKSHMI RAWAT (DIRECTOR)Office: “Mount Pleasant”
#8-2-249, Road No.3, Banjara Hills,
Hyderabad – 500034,
040-23280241 / 040-2328024Fax: 040-23280786,
E-mail: [email protected]
Website: www.amjadalikhancollege.edu.in

CERTIFICATE

This is to certify that the project report titled AN EMPIRICAL STUDY ON INTERNET SHOPPING

CART SYSTEM, submitted in partial fulfilment for the award of MBA program of Department of Business

Management, O.U., Hyderabad, was carried out by MOHD IKRAM MOHIUDDIN bearing the HT. NO.

140221672146 student of MBA (SYSTEMS). This has not been submitted to any other university or

institution for the award of any degree /diploma / certificate.

DR. LAKSHMI RAWAT (DIRECTOR)

2
Prof. Y. VINODHINI (PROFESSOR)
Office: “Mount Pleasant”
#8-2-249, Road No.3, Banjara Hills,
Hyderabad – 500034,
040-23280241 / 040-2328024Fax: 040-23280786
E-mail: [email protected]
Website: www.amjadalikhancollege.edu.in

CERTIFICATE

This is to certify that the project report titled AN EMPIRICAL STUDY ON INTERNET

SHOPPING CART SYSTEM, submitted in partial fulfilment for the award of MBA program of

Department of Business Management, O.U., Hyderabad, was carried out by MOHD IKRAM

MOHIUDDIN bearing the HT. NO. 140221672146 student of MBA (SYSTEMS) under my

guidance. This has not been submitted to any other university or institution for the award of any degree /

diploma / certificate.

DR. Y. VINODHINI- PROFESSOR

3
 DECLARATION

I hereby declare that this project report titled a study on “EMPIRICAL STUDY INTERNET SHOPPING

CART SYSTEM” submitted by me to the department of MASTER OF BUSINESS ADMINISTRATION

(Osmania University), is a record of bonafide work undertaken by me.

To the best of my knowledge and belief, this project is not submitted to any other University or Institution

for the award of any degree or any diploma/ certificate or published any time before.

MOHD IKRAM MOHIUDDIN

HALL TICKET NO: 140221672146

4
 ACKNOWLEDGEMENTS

I would like to give special acknowledgement to Dr. LAKSHMI RAWAT, DIRECTOR, AMJAD

ALI KHAN COLLEGE OF BUSINESS ADMINISTRATION (Affiliated to Osmania

University) HYDERABAD, for his consistent support and motivation.

I am grateful to prof. Y. VINODHINI, PROFESSOR, AMJAD ALI KHAN COLLEGE OF

BUSINESS ADMINISTRATION (Affiliated to Osmania university) HYDERABAD, for her

technical expertise, advice, and excellent guidance. she not only gave my project a scrupulous critical

reading but added many examples and ideas to improve it.

I would like to express my appreciation towards my friends for their encouragement and support

throughout this project.

MOHD IKRAM MOHIUDDIN

HALL TICKET NO: 140221672146

5
 TABLE OF CONTENTS

S.NO DESCRIPTION PAGE NOS

CHAPTER- 1.1 INTRODUCTION

1
1.2 NEED OF THE STUDY
1.3 OBJECTIVES

CHAPTER- RESEARCH METHODOLOGY

2

CHAPTER- INDUSTRY PROFILE

3

CHAPTER- DATA ANALYSIS AND

4 INTERPRETATION

CHAPTER- FINDING, SUGGESTION AND

5 CONCLUSION

BIBILOGRAPHY&QUESTIONNAIR
E

6
 CHAPTER-I

INTRODUCTION

7
INTRODUCTION

Internet shopping is a form of electronic commerce which allows consumers to directly

buy goods or services from a seller over the Internet using a web browser or a mobile app.

Consumers find a product of interest by visiting the website of the retailer directly or by

searching among alternative vendors using a shopping search engine, which displays the

same product's availability and pricing at different e-retailers. As of 2020, customers can

shop online using a range of different computers and devices, including desktop

computers, laptops, tablet computers and smartphones.

An online shop evokes the physical analogy of buying products or services at a

regular "bricks-and-mortar" retailer or shopping centre; the process is called business-to-

consumer (B2C) Internet shopping. When an online store is set up to enable businesses to buy

from another businesses, the process is called business-to-business (B2B) Internet shopping.

A typical online store enables the customer to browse the firm's range of products and

services, view photos or images of the products, along with information about the product

specifications, features and prices.

Online stores usually enable shoppers to use "search" features to find specific models, brands

or items. Online customers must have access to the Internet and a valid method of payment in

order to complete a transaction, such as a credit card, an Interact-enabled debit card, or a

service such as PayPal. For physical products (e.g., paperback books or clothes), the e-tailer

ships the products to the customer; for digital products, such as digital audio

files of songs or software, the e-tailer usually sends the file to the customer over the Internet.

The largest of these online retailing corporations are Alibaba, FLIPKART.com, and eBay

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History of Internet shopping

One of the earliest forms of trade conducted online was IBM's online transaction

processing (OLTP) developed in the 1960s, which allowed the processing of financial

transactions in real-time.[2] The computerized ticket reservation system developed

for American Airlines called Semi-Automatic Business Research Environment (SABRE) was

one of its applications. There, computer terminals located in different travel agencies were

linked to a large IBM mainframe computer, which processed transactions simultaneously and

coordinated them so that all travel agents had access to the same information at the same

time.[2] At some point between 1971 and 1971, students at Stanford and MIT used the internet

precursor ARPANET to make a deal to exchange marijuana, but the interaction doesn't

qualify as e-commerce because no money was transferred online.[3]

The emergence of Internet shopping as it is known today developed with the emergence of

the Internet.[4] Initially, this platform only functioned as an advertising tool for companies,

providing information about their products. It quickly moved on from this simple utility to

actual Internet shopping transaction due to the development of interactive Web pages and

secure transmissions.[5] Specifically, the growth of the Internet as a secure shopping channel

has developed since 1994, with the first sales of Sting's album Ten Summoner's Tales.
[6]
Wine, chocolates, and flowers soon followed and were among the pioneering retail

categories which fuelled the growth of Internet shopping. Researchers found that having

products that are appropriate for e-commerce was a key indicator of Internet success.[7] Many

of these products did well as they are generic products which shoppers did not need to touch

and feel in order to buy. But also importantly, in the early days, there were few shoppers

online and they were from a narrow segment: affluent, male, 30+. Internet shopping has come

a long way since those early days and – in the UK – accounts for significant percentage

(depending on product category as percentages can vary).

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SIGNIFICANCE OF PROBLEM

Research inculcates scientific and inductive thinking and it promotes the development of

logical habits of thinking and organization. The role of research in several fields of applied

economics, whether related to business or to the economy as a whole, has greatly increased in

modern times. Research has its special significance in solving various operational and

planning problems of business and industry.

In this era of internet, it has become important for any ecommerce company to find that how

a consumer shop through Internet shopping websites. There are so many online sellers like

FLIPKART, Flipkart Infibeam, Askme Bazaar, etc. So how consumer behave towards

Internet shopping is very much important. Knowing own consumers’ preferences makes

company do more better business in future.

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STATEMENT OF THE PROBLEM

A research problem, in general, refers to some difficulty, which a researcher experiences in

the context of either a theoretical or practical situation and wants to obtain a solution for the

same.

Internet shopping websites like Irctc in and FLIPKART have become very popular and

commonly used tool for communication, networking and business. People spends hours on

Internet shopping websites doing searches of particular products and shopping. Sellers are

now becoming active about Internet shopping that how many people are now shopping online

and through which websites they are surfing and shopping.

As of increasing number of Internet shopping from websites like Irctc and FLIPKART, to

look for increasing trend of Internet shopping in Hyderabad city, we took this research topic:

“A STUDY ON INTERNET SHOPPING IN FLIPKART HYDERABAD”

11
OBJECTIVES OF RESEARCH

With an outlook of the every marketing research, it has been conducted for specific objective.

It must have clear cut problem in based on it: The objectives must also be clearly defined.

Therefore, that research gets clear idea about their task. Research objective help the

researcher to achieve his tasks easily. Also, after completion of research project the whole

project can be evaluated based on the research objective. Thus, it is at most important to

define the research objective. The purpose of research is to discover answers through the

application of scientific Procedures.

The main aim of research is:

 To find out consumer behavior towards Internet shopping.

 The Secondary objectives of the research are:

 To identify consumers’ perception towards online purchasing.

 To identify consumers’ online buying behavior.

 To identify consumers’ preference towards different websites.

 To identify consumers’ perception towards mode of payment.

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SCOPEOFTHESTUDY

The study was carried out to identify opportunities of Internet shopping in Hyderabad city.

This research was done to collect the information for goods for Internet shopping in

Hyderabad region. The objective of this research is to make investigation analysis for

perception of consumer towards Internet shopping of goods and mode of payment.

This data is very important for study in Hyderabad city as we are exploring opportunities to

offer solutions in Internet shopping of goods as primary target. The finding sand

recommendations from the research would be used to define future strategy for research in

respect of market scope, initial target market and pricing strategy

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RESEARCHDESIGN

Researchdesignspecifiesthemethodsandproceduresforconductingaparticularstudy.Aresearchde

signisthearrangementofconditionsforcollectionandanalysisofthedatainamannerthataimstocom

binerelevancetotheresearchpurposewitheconomyinprocedure.

Research design is broadly classified into three types as:

 Exploratory Research Design

 Descriptive Research Design

 Causal Research Design

I have chosen the exploratory research design.

EXPLORATORYRESEARCHDESIGN:

Exploratory research study is also termed as formative research studies. The main purpose of

such study is that of formulating a problem for more precise investigation or of developing a

working hypothesis from an operational point of view. Them agomphosis of such studies is of

the developing of discovery of idea and insight.

SAMPLEDESIGN:

A Sample Design is a definite plan for obtaining a sample from a given population. It refers

to the technique to the procedure adopted in selecting items for the sampling designs

areasbelow:

SAMPLESIZE:

The substantial portions of the target customer that are sampled to achieve reliable

resultare100.

SAMPLING METHOD:

 Non-probability sampling method: convenience Sampling

SAMPLE TECHNIQUE  Tabulation

 Percentage analysis

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DATACOLLECTION

COLLECTION OF DATA

The study was conducted by them as of personal interview with respondents and thein

formation given by them were directly recorded on questionnaire.

DataCollection

PrimaryData SecondaryData

For the purpose of analyzing the data it is necessary to collect the vital information. There are

two types of data, this are-

 Primary Data

 Secondary data

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COLLECTIONTECHNIQUE:

Primary Data

 Questionnaire method

Secondary Data

 Books

 Journal

 Website

For Satisfaction

1=Strongly Disagree

2=Disagree

3=Neutral

4=Agree

5=Strongly Agree

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LIMITATIONS OFSTUDY

 Limitations of questionnaire method of data collection

 Limitation of survey method

 The time period given for study was limited.

 The sample size was very small which is may not represent the entire population Of

Hyderabad Region.

 Area covered for this research is only urban area where people are using internet

frequently. Rural area is not covered.

17
 CHAPTER-II
REVIEW OF LITERATURE

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Literature Review:
Understanding where and how Internet retail sales fit into the retail market requires an
examination of several area soft literature. This review of literature began with examining the
retailingande - tailing. The second part of the literature view examined current use of the
Internet and the Internet users’ profile. The third area of the literature review builds a research
framework. Then, research hypotheses are developed.

(Krugman, 1991); The Nobel Prize winner of 2008 argued that we, as a society, moved on to
globalization2.0. This is duet to fact that information and communication technologies (ICT)
are much more developed than in the early days. Because of these developments people can
get information much easier, cheaper and faster. This shifts the whole economy to a new kind
of economy; globalization 2.0 or the information (internet) economy. Some economists
(Ghosh, 1999) state that firms can no longer avoid the internet.

(Davis,1993); in his study reveals that we build up such a frame work based on previous
research on consumer adoption of new self-service technologies and Internet shopping cart
system systems. Their search suggests that consumers’ perception toward Internet shopping
cart system first depends on the direct effects of relevant online shopping features.
(Butler&Peppard,1998;Malone,Yates,&Benjamin,1997;Yoffie,1996);This new era is
created by a set of evolvements. These evolvements are, discussed by many authors sand in
underpaid technological convergence, greater connectivity, enhance inter active capacity and
increased organizational co-ordination capability. Computer sand the internet are the aids for
consumers to participate in this information economy. (Angehrn,1997); Internet as a medium
does not only provide information but can also be used to communicate and purchase
products. The internet is an environment for conducting a transaction and a channel to deliver
the product or service to the buyer.

(Butler&Peppard,1998; Gupta, Su, &Walter,2004; Häubl&Trifts,2000);

There are various studies that show the general behavior of consumers when they are
searching and buying products. Another study (Li, Kuo, & Russell, 1999) shows the attitude
of consumers towards particular channels.

(Lohse, Bellman, & Johnson, 2000); The growing e-commerce and internet as information-
channel makes it necessary for companies to know the behaviour of their customers on the
internet. Marketers could perform better if they understand and know their customers well. It
is necessary for marketers to understand the decisions consumers make and how online
19
consumers go through their decision process. (Benedictetal, 2001); in his study on
perceptions towards online shopping reveals that perceptions toward online shopping and
intention to shop online are not only affected by ease of use, usefulness, and enjoyment, but
also by exogenous factors like consumer traits, situational factors, product characteristics,
previous online shopping experiences, and trust in online shopping.

(Ripstein, 2002; Heijden van der, Verhaegen, &Creamers, 2003); it is examined only the
‘purchase’ stage of consumers during their entire buying decision process (BDP). There is
however no research done about the channels consumers use during a particular stage of their
BDP. This study will contribute to getting more insights
inwhatchannelsconsumersusewhentheyareinaparticularstageoftheBDP.Regardingthistopicthec
ontributionofthisstudywilllieinthefactthatthebehaviour of consumers on the internet will be
paired with the Theory of Planned Behavior and the Technology Acceptance Model regarding
using certain internet channels. With this connection it is possible to know if particular
consumers use certain channels.

(RoberLaRoseandMatthews.Eastin,2002);
Thisstudyreconceptualizedunregulatedbuyingbehaviorsastheresultofdeficientself-
regulationusingmechanismproposed in social cognitive theory.

(George, 2002); This is a study about pairing this behavior with the Theory of Planned
Behavior (Ajzen, 1991) and the Technology Acceptance Model (Davis,1986).But this
connection was onlyregardingprivacyand trust.

20
 1. (Menon and Kahn, (2002); Childers et al., (2001); Math wicket al.,
(2001));concluded that Online shopping features can be either consumers’
perceptions of functional and utilitarian dimensions, like “ease of use” and
“usefulness”, or their Perception of hedonic dimensions and emotions like
“enjoyment by including both hedonic dimensions and utilitarian, aspects from
the consumer behaviour literature,
aswellastheinformationsystemsortechnologyliteratureareintegratedinourframew
ork.Burkeetal.,
(2002)Inadditiontotheserelevantonlineshoppingattributes,alsoexogenicfactorsare
consideredthatmoderatetherelationshipsbetweenthecoreconstructs
interframework.
(GfK Group, 2002); shows that the number of online shoppers in six key European markets
has risen from 27.7 percent to 31.4 percent last year. This means that 59million Europeans
use the Internet regularly for shopping intentions. However, not only does the number of
online shoppers grows, the level of their purchases also increases over-proportionally

(Reinhardt and Passarella, 2002); In the US, says that online sales are forecasted to exceed
$36 billion in 2002, and raise annually by 20.9 percent to reach $81 billion
in2006.Europeansarespendingmoremoneyonlineaswell.WhereascombinedrevenuesforAmazo
n.com’sEuropeanoperationsgrewatmorethan70percentannually in each of the past three
quarters, topping $218 million. While these figures show that a large number of consumers in
the US and Europe frequently use the Internet for shopping purposes, the reason is not clear
what drives them to shop online and whether these numbers could be even

Dabholkar and Bragozzi et al, (2002) Orcas and Fenech, (2002); Childers et al., (2001);
Davis, (1993); their study reveals that if more attractive online stores were developed. This
elevates the issue of examining what factors affect consumers to shop online. Therefore, a
structure is needed to structure the complex system of effects of these different factors,
anddevelopanthoroughunderstandingofconsumers’perceptionstowardInternet shopping cart
system and their intentions to shop online.

(Na Li and Ping Zhang, 2002); The current status of studies of online shopping attitudes and
behavior is investigated through an analysis of 35 empirical articles found in nine primary
Information Systems (IS)journals and three major IS conference proceedings.

21
(Horrigan, 2002); In 2002 about 53 percent of the American internet users used the
internet to make a purchase.
(Peterson & Merino, 2003); As stated before many studies investigated the overall
behaviour of consumers on the internet.
Onthecontrarytherearestudiesthatinvestigatedtheparticularbehaviourwhensearchingforinforma
tionandbuyingproductsonline.

(Delarosa’s, 2003); With online shopping consumers can buy products without an
intermediary service. The changing role of the internet and the corresponding websites has a
significant impact on companies. Consumers can make their opinions and experiences about
products available on the internet.

(Rick L. Andrews, Imran S. Curium, 2004); This study uses information from
bothtraditionalsupermarketscannersandanonlinesupermarkettotestexpecteddifferencesinchoic
ebehaviours of such customers.

(ThompsonS.H.Teo,PienWang,ChangHongLeong,2004);BuildinguponTransaction Cost
Economics (TCE) theory, this paper hypothesizes that consumers ‘transaction cost of online
shopping is affected by six antecedents: product
uncertainty,behaviouraluncertainty,convenience,economicutility,dependability,andassetspecifi
city.Theimplications aftersales are discussed.

(Gurvinder S Shergill, Zhaobin Chen, 2005); This paper is part of larger study, and focuses
on factors which online New Zealand buyers keep in mind while shopping online. It also
investigates how different types of online buyers perceive websites differently. This research
found that website design, website reliability/fulfillment, website customer service and
website security/privacy are the four dominant factors which influence consumer perceptions
of online purchasing.

(Blackwell, Miniard, & Engel, 2006); These studies are all about marginalization.
Howeveranothertheorysuggests(Lehmann,1999)abroaderperspectiveandbuilding on more
general theories is needed. This broader perspective can contribute more in a problem-
oriented field such as marketing. In this research a more general context to the consumer
behavior is used. This study uses the model of consumer’s buying decision process.

(Yoo-KyoungSeock and Lauren R. Bailey, 2007); this study investigated

collegestudents’shoppingorientations,andexaminedtherelationshipsbetweentheirshopping
orientations and searches for information about and purchases of
22
apparelproductsonlineandthedifferencesbetweenmaleandfemalestudentsintheirshopping
orientations This study provided suggestions for apparel e-tailors to develop effective
marketing strategies to reach their target market, for consumer educators and for educators in
the retail merchandizing area to prepare their students for future careers.

(Razorfish,2008); Anotherstudyshowedthat61 percent of global internet user stake internet

reviews about products into account when they are in their buying decision process. These
results mean that consumers are using the internet ore and more during their buying decision
process. It is therefore important for companies to gain more knowledge about the behavior
of consumers on the internet.

(Trendstream, 2009); In 2009 85 percent of global internet users had searched for
information about products.

(D. Veena Parboteeah and Joseph S. Valacich, John D. Wells, 2009); this paper reports on
two studies that examine how variations in a website influence online impulse buying. The
results reveal some relevant insights about this
phenomenon.Specifically,althoughmanyparticipantshadtheurgetobuyimpulsively,regardlessof
website quality, this behavior’s likelihood and magnitude was directly influenced by varying
the quality of task relevant and mood-relevant cues. The implications of the results for both
future research and the design of human-computer interfaces are discussed.

(Nielsen, 2010); In 2010 about 85 percent of American consumers have purchased a

production the internet and these numbers are continuing to grow. The rise of the era of the
information economy has an impact on many aspects of people’s lives. It has not only
influenced the social level but also the business-, political- and economiclevels. Every aspect
of life has changed with the emergence of the information economy.

(Reuters,2010); With the introduction of the personal computer a whole new component
entered the lives of many. When later on the internet was invented the way people live
changed

indefinitely.Atfirsttheinternetwasonlyusedforcommunicationpurposes;sendingoutinformation
andgatheringinformation.In2010,about550billiondocumentscanbefoundontheinternet.Thosedo
cumentsaresearchedbymorethan2billioninternetusersin2010.Thesefactsindicatethattheinterneti
ncreasinglyinfluencesthewaypeoplelive.Theinternetchangedthewayoflive.
23
(OracleATCWebCommerce,2010);InJuly2009,ATG(acquiredbyOraclein2010)commissione
daconsumersurveytoexaminethedifferencesinattitudestowardonlineshoppingacrosstheU.K.,Sp
ain,Germany,France,andBenelux(Belgium,theNetherlands,andLuxembourg).Thestudyaskedm
orethan6,500consumersabouttheirsatisfaction,likesanddislikes,commonfrustrations,andspendi
nghabitsrelatedtoonlineshopping.Theresearchshowsmarkeddifferencesinbuyingbehaviorsamo
ngthecountriessurveyedandhighlightsclearareaswhereretailerscanimprovetheonlineshoppinge
xperiencetheyofferto customers.

(Guo Jun, Noor IsmawatiJaafar, 2011);Online shopping provides a good example of the
business revolution. In China, e-commerce is currently experiencing a period of rapid
development; the large number of Internet users provides a good foundation for the
expansion of the online shopping market. In this study, perceived usability, perceived
security, perceived privacy, perceived after-sales service, perceived marketing mix, and
perceived reputation were used for analysis.

(Wen-ChinTsao∗andYa-LingTseng,2011);study is mainly to explore the influence ofe-

SQonwebsitebrandequityandtofurtherinvestigatethatofbrandequityon

Perceived risk and customer value. A structural equation model is developed to test the casual
effects between those constructs. The managerial implications for marketing managers and
limitations rediscussed.

(JohnD.Wells; VeenaParboteeahandJosephS.Valacich,2011); This paper reports on two

empirical studies that examine the interplay between a consumer’s inherent impulsiveness to
buy and website quality. Specifically, consistent with past online impulse buying research,
website quality manifests as an environmental cue that directly influences the likelihood that
a consumer will experience an urge to buyimpulsively. Further,
highlyimpulsiveconsumerscanbebothpositivelyandnegativelyinfluencedbyvaryingdegreesofw
ebsitequality.

(SajjadNazir; ArsalanTayyab; AzizSajid; HaroonurRashid; IrumJaved,2012); Internet

has developed in new delivery channels electronic transactions are increasing rapidly. This
need has arisen to understand how they perceive directly to buy consumers. Most of the
people who use the internet to purchase goods online, but that there are still some reasons for
which consumers are reluctant to buy online. The attitudes of people toward the purchase

24
online are different in Pakistan. The purpose of this study is to review the factors of El
reservation of consumers in online shopping.

WHAT IS INTERNET SHOPPING?

Internet Shopping is the process of buying goods and services from merchants who sell on
the Internet. Since the emergence of the World Wide Web, merchants have sought to sell
their products to people who surf the Internet. Shoppers can visit web stores from the comfort
of their homes and shop as they sit in front of the computer

Consumers buy a variety of items from online stores. In fact, people can purchase just
about anything from companies that provide their products online. Books, clothing,
household appliances, toys, hardware, software, and health insurance are just some of the
hundreds of products consumers can buy from an online store.
Many people choose to conduct shopping online because of the convenience. For
example, when a person shops at a brick-and-mortar store, she has to drive to the store, find a
parking place, and walk throughout the store until she locates the products she needs. After
finding the items she wants to purchase, she may often need to stand in long lines at the cash
register.

In contrast, Internet Shopping helps consumers avoid these disadvantages.

With Internet Shopping, a person logs onto the Internet, visits the store's website, and chooses
the items she desires. The items are held in a virtual shopping cart until she is ready to make
her purchase. The shopper can remain in her pyjamas as she does her shopping, and the
process can be conducted in the wee hours of the morning or late into the night. Online stores
never close — they're open 24 hours a day.

Despite the convenience of Internet Shopping, not everyone chooses to purchase

items and services online. Some people like the idea of physically going to a store and
experiencing the shopping process. They like to touch the merchandise, try on clothing, and
be around other people. Internet Shopping doesn't permit shoppers to touch products or have
any social interaction. It also doesn't allow them to take the merchandise home the same day
they buy it.

25
 Other people may worry about shopping online because they fear their credit
card information will be compromised. Since it's necessary to provide credit card information
when purchasing products online, people worry they may become the victims of identity
theft. This discourages some consumers from participating in Internet Shopping.

Another reason some consumers avoid shopping online is the fact that they worry that
the products they purchase are not accurately portrayed in the website's picture. They worry
that the picture of the item may appear one way, but the actual item may look completely
different — perhaps of lesser quality. It's also impossible to try on apparel when
conducting Internet Shopping.

A consumer has to rely on body measurements in order to make sure the clothing will
fit properly. If the clothing arrives in the mail and it's too small, the consumer has to return
the item. This is a potential inconvenience that some shoppers may not wish to face.

THE ONLINE SHOPPER'S CHECKLIST

There are lots of benefits to shopping online—you can save time, effort and sometimes even
money. But Internet Shopping is different to purchasing face-to-face. People can plan
purchase against the following points to help ensure people have an easy and safe online
purchase.

 The seller

Before people buy anything online, get to know the seller people need to know their contact
details in case something goes wrong a reputable business should make this information easy
to find. A reputable business should also have good customer feedback - friends, family or
other customers rate them highly.

 The product or service

Read and look at the advertisement carefully—make sure that it is exactly what people want.
Consider the features and specifications such as make, model, dimensions, condition, age,
functions, customer service and support. If people are unsure about something, ask the seller
for more detail before committing them self.

26
 The terms and conditions

Before buying, understand exactly what is involved in the purchase. The terms and conditions
of people for purchase should be outlined by the seller—they may be located on a separate
web page to the advertisement. They should be clear and outline any extra warranties offered
by the seller, or policies covering security, privacy and returns.

 The process

People must be clear about the payment and delivery processes including method and
important dates. The seller should have a complaints procedure in place for if things go
wrong. They should provide customer support for any queries or problems.

 The total cost

Make sure people know the total cost of people planned purchase. Like they should mention
whether they include the advertised price include delivery, insurance and handling cost or
there any taxes or duties.

 The payment

Only go ahead with the purchase if people are comfortable with the payment method. If
paying electronically, make sure that the seller uses a secure payment system that encrypts
your financial details. Look out for a padlock symbol and the web address starting with
https:// —this indicates a secure payment process is being used. However, be aware that
scammers may be able to reproduce symbols to give you the impression that a fake website is
secure. If you have doubts, it is safer not to proceed.

 The paperwork

The copy of any forms, emails, documents or Webpages have filled in, read or received—
they are a record of the sale and will come in handy if something goes wrong. This includes
the advertisement, pictures, any policies (privacy, security or refund), the terms and
conditions, buyer questions, receipts and payment forms.

EXECUTIVE SUMMARY

27
 Now a day, Internet Shopping has become popular among people, they have
become techno savvy and feel very comfortable in using internet. So, Internet Shopping has
become a trend that is why we thought to make a study on Internet Shopping usage.

In the course of study various interesting facts were arrived. A questionnaire was
prepared having pointed an interesting information having options. Our group visited people
of different age groups to get the questionnaire filed. We helped them understand some
questions so they could give us correct information. The information gathered was compiled
and analyzed to arrive at the very purpose of study.

However, we did not fine difficulty in getting the questionnaire filled by various segments as
questions touched their heart. People were filling questionnaire very keenly.

It is interesting to know that people in the age group of 15 to 30 years use Internet
Shopping more as compared to other age groups. Normally in this age group students and
professional people fall. It came to know that people frequently visit the snap deal and flip
kart for Internet Shopping.

WHY DO PEOPLE PREFER INTERNET SHOPPING

Some reasons given below why Internet Shopping is liked by many:

 Convenience
The convenience of this method of shopping is what like best about it. Where else can people
do shop even a midnight wearing your night suit? People do not have to wait in a line or wait
till the shop assistant is ready to help people with the purchases. People can do shopping in
minutes even if they are busy apart from saving time and avoiding crowds. Online shops give
us the opportunity to shop 24 hours.

 Better Prices
Another thing which fascinates people is the cheap deals and better prices they get from
online stores because products come direct from the manufacturer or seller without
middlemen involved. Many online shops offer discount coupons and rebates.

 Variety
The choices people can get for products are amazing. One can get several brands and
products from different sellers at one place. People can get in on the latest international trends
without spending money on airfare.

 Send Gifts
28
Internet Shopping makes sending gifts to relatives and friends easy, no matter where ever
they stay.
 Comparison of Prices
Online shops make comparison and research of products and prices possible. Online stores
also give people the ability to share information and reviews with other shoppers who have
firsthand experience with a product or retailer.

 Compulsive Shopping
Many times, when people go out on Shopping people end up buying things which we do not
require because of the shop keepers up selling skills. Sometimes we even compromise on our
choices because of the lack of choices in those shops.

In this study researcher has also decided to study consumer’s attitudes towards Internet

Shopping and specifically studying the factors influencing consumers to shop online. The

population selected for the research is Gotland, and narrowed down to Gotland University

students, University cafeteria and Gotland Public library, the sample size selected for this

research is 100 and he had used convenience sampling technique. This study is not only

helping retailers in Gotland to devise successful strategies for online shoppers but it will also

provide a base for similar studies in the felid of consumer attitudes towards Internet

Shopping. (Uddin, 2011)

The aim of this study was to investigate the factors that affect online purchasing behavior of

two consumer groups from two different countries, United Kingdom and Turkey. A
29
questionnaire was designed online, since the research was an online consumer behavior

study, online data collection methods were preferred. The result of this study would

contribute marketers who want to penetrate the market in Turkey and in United Kingdom

who is already present in the market and wants to maintain the loyalty of their customers. It

can also be a part of the study on international consumer behavior toward Internet Shopping.

(YOLDAS, 2011)

The purpose of this study was to examine and analyses the consumer’s buying behavioral

pattern towards Internet Shopping (specially in case of flipkart.com users in Lucknow city).

Also tried to find out various attitudes of flipchart users of Lucknow city towards the Internet

Shopping. The study result concluded that future of e-tailers in India specially in cities

looking very bright. Flipkart.com offering best prices, good products and completely hassle-

free shopping experience for our customers.(Singh, 2014)

This paper studied on factors which online Indian buyers keep in mind while shopping

online. This research found that information; perceived usefulness, perceived enjoyment and

security or privacy are the five dominant factors which influence consumer perceptions on

Online purchasing. (Bhatt, 2014)

The objective of the study was to understand the online buying behavior of consumers in

India. It had also made an attempt to get information about the scope of improvement in

Internet Shopping website. The study was descriptive in nature and it has made an attempt to

understand the behavior of Indian consumers towards Internet Shopping. Although statistical

significance of various parameters had not been examined but the generalized results

obtained through data analysis has given clear indication of increasing significance of online

stores in the life of Indian people. (Sharma D. R., 2014)

30
The primary objectives of this research were to study the perception of the customers towards

Internet Shopping and also discriminate this perception gender wise. For this with help of

convenient sampling method 150 respondent data were collected through structured

questionnaire. On the basis of data analysis, it was found that most of the customers were

perceived that Internet Shopping is better option than manual shopping and most of the

customers were satisfied with their Internet Shopping transactions. Customers were accessing

their net at their home and office/ college. Largely customers are buying clothe, electronics

items and accessories. (Vaghela, 2014)

This study proposed some objectives which were to assess how perceived benefits, perceived

risks, psychological factors and website design influence online buying behavior of

Geothermal Development Company employees. The research design applied in this research

was descriptive survey. The findings indicated that perceived risk shared 39.94% of the

variability of online buying behavior of GDC employees. (LEYIARO, 2015)

This study investigated the relationship between various characteristics of Internet Shopping

and customer purchase behavior. Results of this study shows about the behavior of customers

towards Internet Shopping and future of Internet Shopping in India.(Sharma R. K., 2015)

The researcher highlighted on factors which online Indian customers keep in mind while

shopping. After completion of study Researchers found that cognition, sensed usefulness,

comfort of use, sensed enjoyment and security are the five components which affect

consumer perceptions about online purchasing. The researcher concluded that occupation of

consumers is independent of Purchase habit of consumers in Internet Shopping. (Kothari,

2016)

The purpose of this research was to study the consumer behavior in Internet Shopping of

electronic goods especially in Bhopal and Jabalpur city of Madhya Pradesh. The main

research question in thesis is how consumers behave while shopping online. In this study

31
Customer-oriented factors ‘time saving’, ‘product quality’, ‘product price’, ‘convenience’,

‘accessibility’, ‘shop anywhere and anytime’.(Shukla, 2016)

The study focused one main objective which was to assess the behaviors of consumers

towards Internet Shopping in Nairobi County, Kenya. The specific objectives included

selecting an appropriate framework from previous research studies, collect data and use it to

assess the adopted framework. The final specific objective was to make necessary

recommendations to the framework based on the results of study. The research methodology

used in this study was of deductive approach and an explanatory research design. A

structured questionnaire was administered in both electronic and paper form to collect data.

The sample population size was 384 and the chosen to get the respondents was purposive

random sampling method.(Kibet, 2016)

This study was directed amid focusing online marketing, Individual influencing factor and

psychological influencing factor. The information was gathered from respondents through a

planned Questionnaires and scheduled interviews. The study result inferred that eventual

growth of e-tailors in India uniquely in urban communities looking splendid.(RAMAR, 2016)

This paper tries to analyses studies done by various researchers in order to explore what

online channels consumers use when they are in a particular stage of the buying decision

process. The study will create more understanding about why and how on-line consumers go

through their buying decision process. (Dr. Gopal, 2016)

Descriptive Research Design has been used for this study. A well-structured questionnaire

was designed and administered to collect samples across Tirupati Town. The study has been

undertaken with reference to a sample size of 120 respondents. The study has been

undertaken with reference to a sample size of 120 respondents.(Santhi, 2017)

32
This study aims to establish a preliminary assessment, evaluation and understanding of the

characteristics of Internet Shopping. As the research suggests that increase in usage of

internet increases the Internet Shopping so there is a need to increase in broadband

penetration as it accelerates the growth of online trade.(NaziyaMaldar, 2017)

The study is empirical in nature and cross-sectional research design was applied and the

primary data was collected through a structured questionnaire. A sample size of 200

respondents was taken, who are at present living in Kolkata.(Pushpak Singhal, 2018)

Ajzen (1994) in his study on perceptions towards Internet Shopping reveals that perceptions

toward Internet Shopping and intention to shop online are not only affected by ease of use,

usefulness, and enjoyment, but also by exogenous factors like consumer traits, situational

factors, product characteristics, previous Internet Shopping experiences, and trust in Internet

Shopping.

Garcia (1998) shows that the number of online shoppers in six key European markets has

risen to 31.4 percent from 27.7 percent last year. This means that 59 million Europeans use

the Internet regularly for shopping purposes. However, not only does the number of online

shoppers grow, the volume of their purchases also increases over-proportionally.

Murray, (2001) In the US, says that online sales are forecasted to exceed $36 billion in 2002,

and grow annually by 20.9 percent to reach $81 billion in 2006. Europeans are spending more

money online as well. Whereas combined revenues for FLIPKART.

com’s European operations grew at more than 70 percent annually in each of the past three

quarters, topping $218 million. While these figures show that a large number of consumers in

the US and Europe frequently use the Internet for shopping purposes, it is not clear what

drives them to shop online and whether these numbers could be even.

33
Davis, (2002). Their study reveals that if more attractive online stores were developed. This

raises the issue of examining what factors affect consumers to shop online. Therefore, a

framework is needed to structure the complex system of effects of these different factors, and

develop an in-depth understanding of consumers’ perceptions toward Internet shopping and

their intentions to shop online. This study reveals that we build up such a framework based

on previous research on consumer adoption of new self

service technologies and Internet shopping systems. The research suggests that consumers’

perception toward Internet shopping first depends on the direct effects of relevant Internet

Shopping features.

Rogers (2003) concluded that Internet Shopping features can be either consumers’

perceptions of functional and utilitarian dimensions, like “ease of use” and “usefulness”, or

their perceptions of emotional and hedonic dimensions like “enjoyment by including both

utilitarian and hedonic dimensions, aspects from the information systems or technology

literature, as well as the consumer behavior literature are integrated in our framework.

Limayen (2004) In addition to these relevant Internet Shopping features, also exogenous

factors are considered that moderate the relationships between the core constructs of the

framework.

Benbaset (2006); Relevant exogenous factors in this context are “consumer traits”

“situational factors” “product characteristics” “previous Internet Shopping experiences” and

“trust in Internet Shopping” By incorporating these exogenous factors next to the basic

determinants of consumers’ perception and intention to use a technology, the framework is

applicable in the Internet Shopping context. Together, these effects and influences on

consumers’ perception toward Internet Shopping provide a framework for understanding

consumers’ intentions to shop on the Internet.

34
Sycara (2005) Internet Shopping “Computer playfulness” is the degree of cognitive

spontaneity in computer interactions. Playful individuals may tend to underestimate the

difficulty of the means or process of Internet Shopping, because they quite simply enjoy the

process and do not perceive it as being effortful compared to those who are less playful

“Computer anxiety” is defined as an individual’s apprehension or even fear when she/he is

faced with the possibility of using computers. This influences consumers’ perceptions

regarding the “ease of use” of the Internet as a shopping medium in a negative way, since

using a computer is one of the necessary requirements for Internet Shopping.

Karayanni (2008) concluded that “enjoyment” results from the fun and playfulness of the

Internet Shopping experience, rather than from shopping task completion. The purchase of

goods may be incidental to the experience of Internet Shopping. Thus, “enjoyment” reflects

consumers’ perceptions regarding the potential entertainment of Internet shopping found

“enjoyment” to be a consistent and strong predictor of attitude toward Internet Shopping.

Menon (2010). Says that If consumers enjoy their Internet Shopping experience, they have a

more positive attitude toward Internet Shopping, and are more likely to adopt the Internet as a

shopping medium. In our framework, we identify three latent dimensions of “enjoyment”

construct, including “escapism”, “pleasure”, and “arousal” “Escapism” is reflected in the

enjoyment that comes from engaging in activities that are absorbing, to the point of offering

an escape from the demands of the day-to-day world. “Pleasure” is the degree to which a

person feels good, joyful, happy, or satisfied in Internet Shopping.

Morrison (2011). Whereas “arousal” is the degree to which a person feels stimulated, active

or alert during the Internet Shopping experience. A pleasant or arousing experience will have

carry-over effects on the next experience encountered If consumers are exposed initially to

35
pleasing and arousing stimuli during their Internet shopping experience, they are then more

likely to engage in subsequent shopping behavior: they will browse more, engage in more

unplanned purchasing, and seek out more stimulating products and categories.

Geissler, (2012) The shopping motivation literature is abound with various measures of

individual characteristics (e.g., innovative, venturesome, cosmopolitan, variety seeking),

therefore, innovativeness and risk aversion were included in this study to capture several of

these traits. Measures by Donthu and Gilliland were used to measure innovativeness and risk

aversion.

Ying (2006) in his study “Essay on modeling consumer behavior in Internet Shopping

environments” examined online purchase behavior across multiple shopping sessions.

Shopping cart abandonment is the bane of many e-commerce websites. He investigated

abandoned shopping carts in an online grocery shopping setting. Specifically, he developed a

joint model for the cart, order, and purchase quantity decisions. The interdependence between

the three decisions is captured by the correlations between the error terms. Empirical analysis

shows that not all abandoned shopping carts result in lost sales. Customers routinely pick up

abandoned carts and complete the final orders. Among the factors that propel customers to

continue with aborted shopping are the time of shopping, time elapsed since the previous

visit, the number of items left in the abandoned cart, and promotion intensity. The study

offers marketers important managerial implications on how to mitigate the shopping cart

abandonment problem.

Khalifa and Limayem (2003) in a research entitled “Drivers of internet shopping” applied

well-established behavioral theories to explain Internet consumer behavior. Then, they

conducted a longitudinal survey study to identify key factors influencing purchasing on the

Web and to examine their relative importance. The results indicate that the intentions of

36
Internet consumers are significantly affected by the perceived consequences of Internet

Shopping, the consumers’ attitudes towards it, and social influence.

Kim and Park (2003) in a study “Identifying key factors affecting consumer purchase

behavior in an Internet Shopping context” investigated the relationship between various

characteristics of Internet Shopping and consumer purchase behavior. Result of the online

survey with 602 Korean customers of online bookstores indicate that information quality,

user interface quality and security perceptions affect information satisfaction and relational

benefit that in turn, are significant related to each consumers’ site commitment and actual

purchase behavior.

Herna´ndez et al. (2011) in a study “Age, gender and income: do they really moderate

Internet Shopping behavior?” Analyzed whether individuals’ socioeconomic characteristics –

age, gender and income – influence their Internet Shopping behavior. The individuals

analyzed are experienced e-shoppers i.e. individuals who often make purchases on the

internet. The results of their research show that socioeconomic variables moderate neither the

influence of previous use of the internet nor the perceptions of e- commerce; in short, they do

not condition the behavior of the experienced e-shopper.

Chen (2009) in his dissertation entitled “Online consumer behavior: an empirical study based

on theory of planned behavior “ extends theory of planned behavior (TPB) by including ten

important antecedents as external beliefs to online consumer behavior. The results of data

analysis confirm perceived ease of use (PEOU) and trust are essential antecedents in

determining online consumer behavior through behavioral attitude and perceived behavioral

control. The findings also indicate that cost reduction helps the consumer create positive

attitude toward purchase. Further, the findings show the effects of two constructs of flow –

concentration and telepresence, on consumers’ attitude. Concentration is positively related to

37
attitude toward purchase, but telepresence likely decreases attitude due to the consumers’

possible nervousness or concern about uncertainty in the online environment.

38
 CHAPTER-IV

COMPANY PROFILE

FLIPKART

Flipkart Pvt. Ltd.

show

Type of site E-commerce

Available in English

Founded 2007; 12 years ago

Headquarters Bengaluru, India

Area served India

39
 Owner Walmart (81.3%)

Founder(s) Sachin Bansal

Binny Bansal

Key people Kalyan Krishnamurthy

(CEO)[1]

Services Online shopping

Revenue ₹199
billion (US$2.8 billion)
(2017)[2]

Employees 30,000 (2016)[3]

Myntra
Subsidiaries
Jabong.com
PhonePe
Ekart
Jeeves
2GUD

Website Flipkart

Alexa rank 156 (Global, (June

2018)[4]
9 (India, June 2018)[4]

Commercial Yes

Registration Required

Current status Online

Flipkart Pvt Ltd. is an Indian e-commerce company based in Bengaluru, India. Founded
by Sachin Bansal and Binny Bansal in 2007, the company initially focused on book sales,
before expanding into other product categories such as consumer electronics, fashion, and
lifestyle products.

40
 The service competes primarily with Flipkart's Indian subsidiary, and the domestic
rival Snapdeal.[5][6] as of March 2017, Flipkart held a 39.5% market share of India's e-
commerce industry.[7] Flipkart is significantly dominant in the sale of apparel (a position that
was bolstered by its acquisitions of Myntra and Jabong.com), and was described as being
"neck and neck" with Flipkart in the sale of electronics and mobile phones.[8] Flipkart also
owns PhonePe, a mobile payments service based on the Unified Payments Interface (UPI).

In August 2018, U.S.-based retail chain Walmart acquired a 77% controlling stake in Flipkart
for US$16 billion, valuing it at $22 billion.

Contents

 1History
o 1.1Acquisition by Walmart
 2Business structure
 3Funding
 4Regulatory action and lawsuits
 5House brands
 6Criticism
 7Awards and recognition
 8See also
 9References
 10External links

History[edit]

Flipkart logo used from 2007 to 2015

Flipkart was founded in October 2007 by Sachin Bansal and Binny Bansal, who were both
alumni of the Indian Institute of Technology Delhi and formerly worked for Flipkart.[9][10]
[11]
The company initially focused on online book sales with country-wide shipping.
Following its launch, Flipkart slowly grew in prominence; by 2008, it was receiving 100

41
orders per day.[12] In 2010, Flipkart acquired the Bangalore-based social book discovery
service we Read from Lulu.com.[13]

In late 2011, Flipkart made several acquisitions relating to digital distribution, including
Mime360.com[14] and the digital content library of Bollywood portal Chakpak.[15]

In February 2012, the company unveiled its DRM-free online music store Flyte. However,
the service was unsuccessful due to competition from free streaming sites, and shut down in
June 2013.[16][17][18][19]

In May 2012, Flipkart acquired Lets buy, an online electronics retailer. [20] In May 2014,
Flipkart acquired Myntra, an online fashion retailer, for ₹20 billion (US$280 million).
[21]
Myntra continues to operate alongside Flipkart as a standalone subsidiary; the site focuses
on an upscale, "fashion-conscious" market, while Flipkart itself focuses on the mainstream
market and major international brands.[22]

In February 2014, Flipkart partnered with Motorola Mobility to be the exclusive Indian
retailer of its Moto G smartphone.[23] Motorola also partnered with Flipkart on the Moto E—a
phone targeted primarily towards emerging markets such as India. High demand for the
phone caused the Flipkart website to crash following its midnight launch on 14 May.
[24]
Flipkart subsequently held exclusive Indian launches for other smartphones, including
the Xiaomi Mi3 in July 2014 (whose initial release of 10,000 devices sold out in around 5
seconds),[25] the Redmi 1S and Redmi Note in late-2014 (which saw similarly accelerated
sellouts),[26][27][28][29] and Micromax's Yu Yunique 2 in 2017.[30]

On 6 October 2014, in honor of the company's anniversary and the Diwali season,[31] Flipkart
held a major sale across the service that it promoted as "Big Billion Day". The event
generated a surge of traffic, selling US$100 million worth of goods in 10 hours. The event
received criticism via social media over technical issues the site experienced during the event,
as well as stock shortages.[32][33][34][35]

In March 2015, Flipkart blocked access to its website on mobile devices, and began requiring
that users download the site's mobile app instead. The following month, Myntra went further
and discontinued its website on all platforms, in favor of operating exclusively through its
app. The "app-only" model, however, proved to be unsuccessful for Myntra (reducing sales
by 10%), and its main website was reinstated in February 2016. The experiment with Myntra
led to suggestions that Flipkart itself would perform a similar move, but this did not occur. In
November 2015, Flipkart launched a new mobile website branded as "Flipkart Lite", which
42
provides an experience inspired by Flipkart's app that runs within smartphone web browsers.
[36][37][38][39][40]

In April 2015, Flipkart acquired Approportionate, a Delhi-based mobile

marketing automation firm. Flipkart stated that it would use its technology to enhance its
mobile services.[41] In October 2015, Flipkart reprised its Big Billion Day event, except as a
multi-day event that would be exclusive to the Flipkart app. Flipkart also stated that it had
bolstered its supply chain and introduced more fulfilment centers in order to meet customer
demand.[42] Flipkart achieved a gross merchandise volume of US$300 million during the
event, with the largest volumes coming from fashion sales, and the largest value coming from
mobiles.[43]

In December 2015, Flipkart purchased a minority stake in the digital mapping provider Map
my India. The company stated that it would license its data to help improve delivery logistics.
[44]
In 2016, Flipkart acquired the online fashion retailer Jabong.com from Rocket Internet for
US$70 million, as well as the UPI mobile payments startup PhonePe.[45][46] In January 2017,
Flipkart made a US$2 million investment in Tinystep, a parenting information startup.[47]

In April 2017, eBay announced that it would sell its Indian subsidiary eBay.in to Flipkart and
make a US$500 million cash investment in the company. eBay promoted that the partnership
would eventually allow Flipkart to access eBay's network of international vendors, and vice
versa, but these plans never actually came to fruition. [48][49] In July 2017, Flipkart made an
offer to acquire its main domestic competitor, Snapdeal, for around US$700–800 million. It
was rejected by the company, which was seeking at least US$1 billion.[50]

Flipkart held a 51% share of all Indian smartphone shipments in 2017, overtaking Flipkart
India (33%).[51] Flipkart sold 1.3 million phones in 20 hours on 21 September alone for its Big
Billion Days promotion, doubling the number sold on the first day of the event in 2016
(where it sold a total of 2.5 million phones in five days).[52]

Acquisition by Walmart

On 4 May 2018, it was reported that the US retail chain Walmart had won a bidding war with
Flipkart to acquire a majority stake in Flipkart for US$15 billion.[53][54] On 9 May 2018,
Walmart officially announced its intent to acquire a 77% controlling stake in Flipkart for
US$16 billion, subject to regulatory approval.[55] Following the proposed purchase, Flipkart
co-founder Sachin Bansal left the company, while the remaining management now report
to Marc Lore, CEO of Walmart eCommerce US.[56] Walmart president Doug McMillon cited
43
the "attractiveness" of the market, explaining that their purchase "is an opportunity to partner
with the company that is leading transformation of eCommerce in the market". [57][58] Indian
traders protested against the deal, considering the deal a threat to domestic business.[59]

In a filing with the U.S. Securities and Exchange Commission on 11 May 2018, Walmart
stated that a condition of the deal prescribed the possibility that Flipkart's current minority
shareholders "may require Flipkart to effect an initial public offering following the fourth
anniversary of closing of the Transactions at a valuation no less than that paid by Walmart".
[60][61]

Following the announcement of Walmart's deal, eBay announced that it would sell its stake in
Flipkart back to the company for approximately US$1.1 billion, and re-launch its own Indian
operations. The company stated that "there is huge growth potential for e-commerce in India
and significant opportunity for multiple players to succeed in India's diverse, domestic
market."[48] Softbank Group also sold its entire 20% stake to Walmart, without disclosing
terms of the sale.[62]

The acquisition was completed on 18 August 2018. Walmart also provided US$2 billion in
equity funding to the company.[63][64]

On 13 November 2018, Flipkart CEO Binny Bansal resigned, after facing an allegation of
"serious personal misconduct". Walmart stated that "while the investigation did not find
evidence to corroborate the complainant's assertions against Binny, it did reveal other lapses
in judgment, particularly a lack of transparency, related to how Binny responded to the
situation."[65][66]

Business structure

In a report dated 25 November 2014, a leading media outlet reported that Flipkart were
operating through a complex business structure which included nine 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.[67]

44
Founded in October 2007, Flipkart is one of India’s leading e-commerce marketplaces, with
headquarters in Bengaluru. Flipkart was founded by Sachin Bansal and Binny Bansal and the
company initially started as an online book store. Later, as the company’s popularity grew, it
also started selling other items such as music, movies and mobile phones. As the e-commerce
revolution gained momentum in India, Flipkart grew at an accelerated pace and added several
new product ranges in its portfolio. As of now, the company offers more than 80 million
products spread across more than 80 categories such as mobile phones & accessories,
computers and accessories, laptops, books and e-books, home appliances, electronic goods,
clothes and accessories, sports and fitness, baby care, games and toys, jewelry, footwear, etc.

Flipkart has 100 million registered users and more than 100 thousand sellers on its e-
commerce platform. The company has invested in 21 state-of-the-art warehouses to ensure
prompt delivery to its customers. The Flipkart website attracts 10 million page hits every day
and around 8 million shipments are processed every month. Flipkart has also introduced its
mobile app, which has become quite popular, with more than 50 million app users. Flipkart is
a billion dollar company and its valuation in 2016 was Rs 15,129 crore (US$2.3 billion). It
employs more than 33,000 people.
History: Flipkart started as an online bookstore in October 2007. The founders Sachin Bansal
and Binny Bansal left their jobs at Flipkart.com to launch their own company. It was a risky
move, since the e-commerce sector in India was mostly non-existent at that time and there
was no certainty about its future. However, the founders took the risk and now it has turned
out to be a huge success. One of the major problems that Flipkart tackled during its initial
years was online payments. At that time, people in India were averse to make online
payments to a virtual store. Flipkart solved the problem by launching its ‘Cash on Delivery’
service, which helped build confidence among online buyers. Flipkart also made significant
efforts to improve the supply chain system, which helped the company to ensure timely
delivery to customers. In 2013, the company created a record by selling one lakh books on a
single day. In 2016, Flipkart had crossed the 100 million mark in registered customers.
Funding: Flipkart has received more than $ 4.5 billion in funds till date, with the biggest
funding coming in July 2014 worth $ 1 billion and in April 2017 worth $ 1.4 billion. Some of
the top investors in Flipkart include Naspers, Stead view Capital, Tiger Global Management,
DST Global, Accel Partners, Dragoneer Investment Group, Baillie Gifford, GIC, Greenoaks

45
Capital, ICONIQ Capital, Microsoft, Morgan Stanley, Qatar Investment Authority, and
Sofina.
Acquisitions: With fierce competition in the e-commerce market, a slew of mergers and
acquisitions have been witnessed in the e-commerce sector in recent years. Flipkart has
acquired a range of businesses in recent years to boost its product and service offerings. Some
of the key acquisitions made by Flipkart include Myntra, eBay India, PhonePe, Jabong,
Letsbuy.com, We Read, Mime360, chakpak.com, Appiterate, FX Mart, and ngpay. The most
recent acquisition was Snapdeal that was a competitor to Flipkart. Snapdeal has been
acquired at a cost of $950 million.
Competition: With Snapdeal in its kitty, Flipkart now has only one major competitor
Flipkart India. However, having only one is enough since Flipkart is betting big on India’s e-
commerce revolution and has committed $5 billion investments in Flipkart India. The
company has already received $2 billion in funding and $3 billion more are planned. Flipkart
India has been consistently expanding its customer base, which has resulted in tough
competition for Flipkart.
About the Founders: Flipkart founders Sachin Bansal and Binny Bansal are both IIT
graduates. Both come from Chandigarh, but they are not relatives, even though they share the
same last name. It was Sachin Bansal that got Binny Bansal to join Flipkart.com, but later
they both quit and decided to launch Flipkart. Sachin Bansal is now the Executive Chairman
of Flipkart whereas Binny Bansal has been promoted to the Chief Executive Officer (CEO).

All of us love to do online shopping as in this tech world who does not want to get his/her
work done while sitting comfortably at home? Shopping and buying necessities have been
made less time consuming, less expensive and much easier and comfortable for us by online
e-commerce platforms. It could not have been possible if these e-commerce platforms were
not available. One of these major platforms is Flipkart which is grabbing a larger share of the
e-commerce market. So let us now read some facts about the leading online selling store
Flipkart and its co-founders Sachin Bansal and Binny Bansal.

46
Flipkart is one of India’s leading e-commerce marketplaces. It was founded in October 2007
and its headquarters are in Bengaluru. It was founded by Sachin Bansal and Binny Bansal.
This online venture was initially started as an online bookstore and as the popularity of the
company grew, it expanded and diversified its operations.

It started selling other items such as music, movies, and mobile phones. As the revolution of
e-commerce gained momentum in India, Flipkart grew at an accelerated pace and added
several new product lines in its portfolio.
As of now, the company offers 80 million+ products spread across more than 80 categories
such as mobile phones & accessories, computers and accessories, laptops, books and e-books,
home appliances, electronic goods, clothes and accessories, sports and fitness, baby care,
games and toys, jewellery, footwear, and the list go on.
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.

This online platform attracts ten million page hits every day and around eight million
shipments are processed every month. Flipkart has also introduced its mobile application,
which has become quite popular, with 50 million+ app users. Flipkart is a billion-dollar
company and its valuation in 2016 was INR 15,129 crore (US$2.3 billion). It is also fulfilling
its social responsibility by providing huge scale employments (employs more than 33,000
people).

Background History of Flipkart

Flipkart was originally started as an online book store in October 2007. To start Flipkart, the
founders Sachin Bansal and Binny Bansal left their jobs at Flipkart and took a huge risk to
start a venture of their own. When the founders thought of starting Flipkart as a company the
market at that time was not so much vibrant and was not adapted to the e-Commerce sector
that much.
This means e-commerce in India was mostly non-existent at that time and there was no
certainty about its future. Still, the Bansal’s decided to take this risk and now it has turned out
to be a huge success.

47
One of the major problems that Flipkart tackled during its initial years was online payments
because at that time, people in India were averse to make online payments to a virtual store,
due to fear of frauds and loss of money.

To deal with this issue, Flipkart launched its ‘Cash on Delivery’ service, which helped to
build confidence among online buyers. It also made significant efforts to improve the supply
chain system, which helped the company to ensure timely delivery to its customers.

Achievements of Flipkart
The company created a record by selling 1 lakh books in a single day in 2013. Flipkart
crossed the 100 million marks 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, Stead view Capital, Tiger Global
Management, DST Global, Accel Partners, Dragoneer Investment Group, Baillie Gifford,
GIC, Greenoaks Capital, ICONIQ Capital, Microsoft, Morgan Stanley, Qatar Investment
Authority, and Sofina.

Acquisitions made by Flipkart

There is cut-throat competition in the e-commerce market and the biggest Rival of Flipkart is
Flipkart. 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(dot)com, WeRead, Mime360, chakpak(dot)com, Appiterate, FX Mart, and ngpay. It
has recently acquired its former competitor Snapdeal. It has acquired Snapdeal at a cost of $
950 million.

48
Competition: The major competitor – Flipkart
After acquiring Snapdeal the major competitive left against Flipkart is Flipkart India. Still, it
is facing stiff competition from Flipkart India because Flipkart has really captured a larger
share of the market.

Flipkart Company profile is betting big on India’s e-commerce revolution and has recently
captured an investment of $5 billion in Flipkart India. The company has already received
funds of $2 billion and $3 billion more are planned. Flipkart India has been consistently
expanding its customer base, which has resulted in cut-throat competition for Flipkart.

About the Founders of Flipkart:

Sachin Bansal and Binny Bansal are the founders of Flipkart. Both of them are IIT (Indian
Institue of Technology, Delhi) graduates. Both of them are from Chandigarh. Though they
share the same last name, they are not relatives.

First, Sachin Bansal joined Flipkart(dot)com and worked as a software engineer and later he
got Binny Bansal to join it. But eventually, they both quit Flipkart and decided to start a
venture of their own. Thet decided to launch Flipkart.

Sachin Bansal is the Executive Chairman of Flipkart and Binny Bansal is at the post of Chief
Executive Officer (CEO) of Flipkart.
Forbes India Rich List 2015 named Binny Bansal along with Sachin Bansal, the 86th richest
person in India with a net worth of $1.3 billion. jewellery, footwear, and the list go on.
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.
This online platform attracts ten million page hits every day and around eight million
shipments are processed every month. Flipkart has also introduced its mobile application,
which has become quite popular, with 50 million+ app users. Flipkart is a billion-dollar
company and its valuation in 2016 was INR 15,129 crore (US$2.3 billion). It is also fulfilling
its social responsibility by providing huge scale employments (employs more than 33,000
people).

49
 CHAPTER-V

DATA ANALYSIS AND INTERPRETATION

50
Table: 1 last time you purchased something online.

%of respondents

Before last month 42

before3months 22

before6months 16.7

before9months 10

before1year 9.3

Total 100%

Source: Primary data

Figure: 1 last time you purchased something online

51
 10 9.3

42%
beforelastmonth
before3months
16.7 before6months
before9months
before1year
22

Source: Primary data

1.Lasttimeyoupurchasedsomethingonline
42
45
40
35
30
25 22

20 16.7
15 10 9.3
10
5
0
beforelastmonth before3 monthsbefore6 monthsbefore9 monthsbefore1year

Chart1 When was the last time you purchased something online?

Interpretation:

From the above figure it is been found that 42% of the respondents prefer Internet Shopping
in the last month and about 9.3% of the respondents purchased earlier to that.

52
Table; 3 Did you purchase online

2.Whatdidyoupurchaselasttimeonline? %
(Youcan select morethan 1)
Books 26.7
Kitchen/HomeAppliances 3.3
Clothes 33.3
Music 4
Groceries 4.7
Cosmetics 7.3
Furniture 1.3
Electronicgadgets 45.3
Electricalproducts 26
Toys 0.7
Cinematicket 19.3
Food 0
Holidays 9.3
Traveltickets 54
Other 1.3
Table3 Whatdid youpurchaselast timeonline?

%
60
50
40
30
20
10 %
0
s s s ic s s e s s s t d s s r
ok ce the us rie tic tur get uct Toy cke Foo iday cket the
Bo lian Clo M oce sme rni gad rod a ti l ti O
pp Gr o Fu ic p
C l em Ho vel
eA n ca
tro ctri Ci
n Tr
a
om ec
/H El Ele
en
i tch
K

Chart2 What did you purchase last time online?

Interpretation:

54%oftherespondents purchased travel tickets online and no respondent prefer purchasing

food online.

53
 TABLE 4 Do you prefer for this product/service? (You can select more than1)

Which website do you prefer for this %

product/service?(You can select more
than 1)
FLIPKART 32.7
Flipkart 85.3
Myntra 4
Jabong 4
Junlgee 1.3
ShoppersStop 0.7
Snapdeal 10.7
Irctc 4.7
Zomato 1.3
Bookmyshow 32.7
Infibeam 0
Craftsvilla 0
EBay 5.3
Goibibo 2
Makemytrip 34.7
Other 2.7
Table4 Which website do you prefer for this product/service?

%
90
80
70
60
50
40 %
30
20
10
0
t a g e p l c o a y o p r
zon kar ntr on lge Sto dea Irct at how eam svill EBa bib ytri the
a lip y Jab un rs ap m s b i O
Am F M J e Sn Zo my Infi raft Go kem
opp o k C
M
a
Sh Bo

Chart3 Which website do you prefer for this product/service?

Interpretation:
85.3%oftherespondentsFLIPKARTandnorespondentspreferCrafts villa and Infibeam to shop
online.

54
1. Main Reason for Internet Shopping? (You can select morethan1)

4. Main Reason for Internet Shopping? (You %

can select more than 1)

Price 74.5

Convenience &timesaving 71.8

Fast Shipping 30.2

Brand conscious 18.8

Friend Referral 5.4

Discount 28.2

Other 0.7

Table5Main Reason for Internet Shopping?

%
80
60
40
20 %
0
ice g ng us al nt he
r
Pr avin p pi cio f err
cou Ot
es hi ns Re Di
s
tim stS co nd
Fa nd ie
ce& Bra Fr
ien
en
nv
Co

Chart4 Main Reason for Internet Shopping?

Interpretation:
74%of the respondents are conscious towards price and is the reason they prefer Internet
Shopping and hardly 0.7% of the respondents prefer shopping online for some other reason.

55
5. Do you go to are retail store first before making your final purchase online?

Do you go to a retail store first before %

making your final purchase online?

Yes 20.7

No 79.3

Table6, do you go to a retail store first before making your final purchase online?

5.Doyougotoa retailstorefirstbeforemakingyour
finalpurchaseonline?
79.3
20.7
100

0
Yes No

Chart5, do you go to a retail store first before making your final purchase online?

Interpretation:

79.3%respondents don’t go to a retail store first be foremaking your final purchase online
while 20.7 % respondents prefer going to a retail store before making a final purchase.

56
6. Approximately how many times did you shop over internet during the year?

6.Approximatelyhowmanytimesdidyoushopo %
ver internet during the year?

Atleast once 35.3

1to 3 times 39.3

More than 3 times 25.3

Table7 Approximately how many times did you shopoverinternetduringtheyear?

40
35
30
%
25
20
15
10
5
0
At least once 1 to 3 times More than 3 times

Chart6 Approximately how many times did you shop over internet during the year?

Interpretation:

39.3%oftherespondentsshopover1to3timesduringayearandabout25.3%oftherespondentsshop
more than 3 times a year.

57
7. Did you get the idea of buying specific brand through a online store? (You can
select more than 1)

7. How did you get the idea of buying specific brand %

through an online store? (Youcanselectmorethan1)

Referred by friend /family 67.3

Sawan online advertisement 52

Sawan offline advertisement 30.7

(TV/Newspapers/Magazine/Hoardings)

Other 0.7

Table8 How did you get the idea of buying specific brand through an online store?

60
40
20
0
%

Chart7 Did you get the idea of buying specific brand through an online store?

Interpretation:

67.3%oftherespondentsbuyspecificproducts online through referred by family or friend and

about 0.7% of the respondents buy through other means.

58
8. you find the specific to your own needs? (You can select morethan1)

8.Howdoyoufindthespecifictoyourownneeds? %
(You can select more than 1)

Product Ratings 29.3

Product reviews 32

Advice from offline store 4.7

Referred by colleague / Friend / Family member 15.3

Compare description and prices 59.3

New technology/product 34
In
market
Referred by website by your search history 2.7

Other 0

Table9 How do you find the specific to your own needs?

%
90%
60%
30%
0%
%

Chart8, do you find the specific to your own needs?

Interpretation:
59.3%oftherespondentscomparedescription and price before making a final purchase.

59
9. Do you visit different online stores before the actual purchase, how many stores
unaveraged you visit before purchasing it?

9.visit different online stores before the %

actual purchase, how many stores on average
do you visit before purchasing it?

Oneto three online stores 26.7

3to 5online stores 9.3

More than 5stores 1.3

Never 62.7

Table10Do you visitdifferentonlinestoresbeforetheactualpurchase,

howmanystoresonaveragedoyou visit be for purchasing it?

9. Do you visit different online stores before

theactualpurchase,howmanystoresonaveraged
o
70 youvisitbeforepurchasingit?
60
62.7
50
40
26.7
30
20
9.3
10 1.3
0
Onetothree3to5 online More than never
onlinestores store 5stores
s

Chart 9 Do you visit different online stores before the actual purchase, how many stores on
average do you visit before purchasing it?

Interpretation:

60
62.7%of the respondents never visit
anyofflinestorebeforemakingafinalpurchaseandabout1.3%oftherespondentsvisitanofflinestoref
ormorethan5timesbeforemakingafinal purchase.

61
10. The crucial factors which affect your decision making in the final selection of the
product(Select all which apply)(You can select more than1)

10.Whatarethecrucialfactorswhichaffect %
your decision making in thefinal
selection of the product (Selectall which
apply)(You can select morethan 1)

TheBestprices(Discount) 82.7

Convenience &Timesaving 64.7

Notavailableinlocalstores 12.7

Price/Productcomparisonavailable 46.7

Productreviews available 6

Valuefor money 8

Other 0

Table11Whatarethecrucial
factorswhichaffectyourdecisionmakinginthefinalselectionoftheproduct?
10.Whatarethecrucialfactorswhichaffectyourdecisionmak
inginthefinalselection ofthe
product?
90 82.7
80 64.7
70 46.7
60
50
40
30 12.7
20
10 6 8
0
0

Chart10 What are the crucial factors which affect your decision making in the final selection
of the product?

Interpretation:

82.7%oftherespondentsconsiderstheprice(discount)as the major factor before making final

decision of the product.
62
11. After receiving the product what do you?

11.Afterreceivingtheproductwhatdoyou? %

DiscusswithFriends/ 87.3
Familyaboutthepurchasedproduct

Writeareviewaboutthe product 10

Contacttypicallythesellerforfurtherguidanceif 1.3
needed

Other 1.3

Table12Afterreceiving theproductwhatdoyou?

11.After receivingtheproductwhatdoyou?
100 87.3
90
80
70
60
50
40
30
20
10 Discuss Writeareviewa Contacttypic othe
0 withFriends / bout ally r
Family theproduct theseller
aboutthe forfurthergu
purchasedpro idance
duct ifneeded

10
1.3 1.3

Chart11Afterreceivingtheproductwhatdoyou?

Interpretation:

63
87.3%oftherespondentsdiscuss with friends /family about thepurchasedproductandabout1.3%
of the respondents contact typically the seller for further guidance.

64
12. The main barriers which keep you away from shopping online?
(Youcanselectmorethan 1)

12.Whatarethemainbarrierswhichkeepyou %
away from shopping online?(You
canselectmorethan 1)

Delivery too slow 65.8

Low trust level of online store 40.3

Security in payment 51

High Shipping Cost 45.6

Privacy Policy 7.4

Claims 5.4

Other 2.7

Table13Whatarethemainbarriers which keep you away from shopping online?

12.Whatarethemainbarrierswhichkeepyouawayfromshoppingonline?
70 65.8

60
51
5045.6
40.3
40

30

20
10 7.4 5.4
2.7
0
Delivery LowtrustSecurityHigh Privacy Claims Other
tooslow levelofin Shipping Policy
online
paymentCoststore

Chart12 What are the main barriers which keep you away from shopping online?

Interpretation:

65
65.8% of the respondents believe that delivery of a good is slow as a major barrier in Internet
Shopping.

66
13. Medium do you prefer for Internet Shopping?(Youcanselectmorethan1)

13. Which medium do you prefer for Internet %

Shopping? (You can select more than 1)

Personal computer 29.3

Tablet 8

Cellphone 74.7

Other 1.3

Table14Which medium do you prefer for Internet Shopping?

13.WhichmediumdoyoupreferforonlineShopping?
74.7
80
70
60
50
40 29.3
30
20
10
0
Personal Tablet CellPhone Other
compute
r

8
1.3

Chart13Which medium do you prefer for Internet Shopping?

Interpretation:

74.7%oftherespondentsprefer Internet Shopping through cellphone.

67
14. What do you prefer to use when shopping online from your device?(You can
select more than 1)

14. What do you prefer to use when shopping %

online from your device? (You can select
more than 1)

Web browsers 27.3

Applications 68.7

No preference 4

Table15 do you prefer to use when shopping online from your device?

14.Whatdoyouprefertousewhenshoppingonl
inefromyour device
80
68.7
70
60
50
40
30
20
10
0
WebbrowsersApplicationsNopreference

27.3

Chart14 What do you prefer to use when shopping online from your device

Interpretation:

68.7% of the respondents use application for Internet Shopping and about no preference
isgiven4%of theres pondents.

68
15. Why do you use more web browsers or Applications?

15.WhydoyouusemorewebbrowsersorApplic %
ations?
More used to web browsers 24.7
(fromexperience)
Because the application related to thewebsite 1.3
I want to visit doesn’t exist or Icannotfind it
I don’t want to install applications 5.3
forrandomuse
Theapplicationsfromsomewebsitesarenotfun 2.7
ctional, don’twork well
UsuallyIsearchfor 3.3
ageneralterm,ratherthanneedingaspecificappl
ication.
Applications are better use, tailored tomobile 26
phone
Applications are faster (In terms 28
ofopeningit)
Applicationsareeasiertofind,straightonmymai 8.7
n screen,application list
Other 0
Table16Whydo you usemoreweb browsersorApplications?

15.Why
doyouusemorewebbrowsersorApplication
30 s?
24.7 26
28

25
20
15
8.7
10 5.3
2.7 3.3
5 1.3 0
0

Chart15, do you use more web browsers or Applications?

Interpretation:

69
28%of the respondents believe that applications are faster to use.

70
16. What kind of applications do you use the most? (Youcanselectmorethan1)

16.Whatkindofapplicationsdoyouusethemost? %
(Youcan selectmorethan1)
UtilitiesApps(e.g.paytm) 27.3
EntertainmentApps(e.g.youtube) 35.3
ProductivityApps(e.g.Timemgt) 6.7
SportsApps 2.7
GamesApps 7.3
SearchToolApps(e.g.Google) 76
TravelApps,maps(GPS) 8.7
NewsApps 9.3
SocialNetworkingApps(Facebook) 80.7
WeatherApps 4
ChatApps(WhatsApp) 82
Other 1.3
Table17Whatkindofapplicationsdoyou usethemost?

16.Whatkindof
applicationsdoyouusethemost?
90 76 80.7
80
70
60
35.3
50 27.3
40
6.7 7.3 8.79.3
30 2.7 4
20
10
0

Chart16 What kind of applications do you use the most?

Interpretation:

82% of the respondents WhatsApp application the most and about 1.3% of the respondents
use some other application.

71
17. Have you faced problems with a mobile app within the last 6 months? If so, what
types? (You can select more than 1)

17. Have you faced problems with a %

mobileapp within the last 6 months? If so,
whattypes?(You canselect morethan 1)

Crash/freeze/error 47.3

Slowlaunchtimes 40

Appdidn’tworkedasexpected 16

Table18Haveyoufacedproblems witha mobileappwithinthelast6months?Ifso, whattypes?

17.Haveyoufacedproblemswitha
mobileappwithinthelast6months?If so,whattypes?
50 47.3
45 40
40
35
30
25
20 16
15
10
5
0
Crash/freeze/errosrlow launchtimesApp didn’tworkedasexpected

Chart17, have you faced problems with a mobile app with in the last 6months? If so, what
types?

Interpretation:

47.3%oftherespondentsbelievethatapplicationcrash/freezer faceerrorfasterandabout16% of the

respondents believe that applications didn’t work as expected.

72
18. How quickly should a mobile app launch?

18.Howquicklyshould amobileapplaunch? %

Less than 1second 4

1second 10.7

2seconds 13.3

3seconds 22.7

4or more seconds 49.3

Table19Howquickly should mobile launch?

18.How quicklyshouldamobileapplaunch?
60
49.3
50

40

30
22.7
20
13.3
10.7
10 4

0
Lessth 1second 2 3 4
an second second ormore
1secon s s second
d s

Chart18Howquicklyshould mobile launch?

Interpretation:

49.3%oftherespondentsbelievethatapplicationopensinabout 4ormoreseconds andabout4% of

the respondents believe that application takes 1 second to open.

73
Shopping on internet saves time.

19.1Shoppingoninternet saves time. %

Strongly disagree 2.7

Disagree 2.7

Neutral 4.7

Agree 23.3

Strongly agree 66.7

Table20Shoppingon internet saves time.

19.1.Shoppingoninternetsavestime.
80
66.7
70
60
50
40
30 23.3
20
2.7 2.7 4.7
10
0
Strongly disagree neutra agreeStronglyagre
disagree l e

Chart19Shoppingoninternetsavestime.

Interpretation:

66.7% of the respondents believe that internet saves time and about 2.7% of the respondents
strongly disagree that internet saves time.

74
Itis a great advantaged able to shop at any time of day

19.2. It is a great advantage to be able to %

shop at any time of day

Strongly disagree 1.3

Disagree 4

Neutral 8

Agree 24

Strongly agree 62.7

Table21Itisagreat advantage to be able to shop at any time of day

19.2.Itisagreatadvantagetobeabletoshopatanyti
me ofday
70
62.7
60

50

40

30 24
20
8
10 4
1.3
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart20 It is a great advantage to be able to shop at any time of day

Interpretation:

62.7% of the respondents strongly agree that is a great advantage to be able to shop at any
time of day and about 1.3%of the respondents strongly disagree with it.

75
19.3. I prefer traditional/ conventional shopping to Internet Shopping

19.3.Iprefertraditional/ %
conventionalshoppingto Internet
Shopping
Strongly disagree 5.3

Disagree 10

Neutral 21.3

Agree 25.3

Strongly agree 38

Table22Iprefertraditional/conventionalshoppingtoInternet Shopping

19.3.Iprefertraditional/
conventionalshoppingtoonlineshopping
40 38
35
30
25.3
25 21.3
20
15 10
10 5.3
5
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart21Iprefertraditional/conventional shopping to Internet Shopping

Interpretation:

38%of the respondents prefer traditional/conventional shopping to Internet

Shoppingandabout5.3% of the respondents strongly disagree with the same.

76
Internet Shopping is risky

19.4. Internet Shopping is risky %

Strongly disagree 12.7

Disagree 28.7

Neutral 24

Agree 20

Strongly agree 14.7

Table23 Internet Shopping is risky

19.4.Onlineshoppingisrisky
35
28.7
30
24
25
20
20 14.7
12.7
15
10
5
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart22 Internet Shopping is risky

Interpretation:

28.7% of the respondents strongly disagree with the statement that Internet Shopping is risky.

77
Internet Shopping will supersede traditional shopping

19.5. Internet Shopping will supersede %

traditional shopping

Strongly disagree 16.7

Disagree 19.3

Neutral 28.7

Agree 20.7

Strongly agree 14.7

Table24Internet Shopping will supersede traditional shopping

19.5. Online shopping will supersede

traditionalshopping
40
28.7
30
19.3 20.7
16.7 14.7
20

10

0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart23Internet Shopping will supersede traditional shopping

Interpretation:

28.7% of the respondents are neutral with the statement that Internet Shopping will supersede
traditional shoppingandabout14.7% of the respondents strongly agree Witteveen statement.

78
Detailed information available

19.6. Detailed information available %

Strongly disagree 12

Disagree 22

Neutral 17.3

Agree 30.7

Strongly agree 18

Table25Detailedinformationavailable

19.6.Detailedinformationavailable
35 30.7
30
25 22
18
20 17.3
15 12
10
5
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart24Detailedinformationavailable

Interpretation:

30.7%of the respondents strongly agree that detailed information available about the products
whereas 12%ofthe respondents strongly disagree with this statement.

79
19.7On time delivery of product

19.7On timedeliveryofproduct %

Stronglydisagree 9.3

Disagree 15.3

Neutral 20.7

Agree 30

Stronglyagree 24.7

Table26Ontimedeliveryofproduct

19.7Ontimedeliveryofproduct
35
30
30
25
20
15
10 24.7
520.7
0 15.3
StronglydisagreeneutralagreeStronglydisagreeagree
9.3

Chart25 On timedeliveryofproduct

Interpretation:

30%of therespondents stronglydisagreethat theygeton time deliveryof productandabout9.3%

ofthe respondents stronglyagreewith thesame statement.

80
19.8.Itmakescomparisoneasy

19.8.Itmakescomparisoneasy %

Stronglydisagree 2

Disagree 6

Neutral 17.3

Agree 37.3

Stronglyagree 37.3

Table27Itmakescomparison easy

19.8.Itmakescomparisoneasy
40 37.337.3

30
17.3
20

10 6
2
0
Stronglydisagreedis neutra agreeStronglyagre
agree l e

Chart26 Itmakescomparisoneasy

Interpretation:

37.3% of the respondents strongly agree that Internet Shopping makes comparison
easyandabout 2% oftherespondents stronglydisagreewith this statement.

81
19.9Websitedesign makeseasyshopping

19.9 Websitedesign makes easyshopping %

Stronglydisagree 3.3

Disagree 6

Neutral 13.3

Agree 37.3

Stronglyagree 40

Table28Websitedesignmakeseasy shopping

19.9Websitedesignmakeseasyshopping
45 40
40 37.3
35
30
25
20 13.3
15
10 3.36
5
0
Stronglydisagreedis neutra agreeStronglyagre
agree l e

Chart27 Websitedesignmakes easyshopping

Interpretation:

40%of therespondents stronglyagreethat website design makes easyshoppingandabout 3.3%

ofthe respondentsstronglydisagreewith it.

82
19.10.Ifeelsafeandsecurewhileshoppingonline

19.10.Ifeelsafeandsecurewhileshoppingonlin %
e

Stronglydisagree 4

Disagree 12.7

Neutral 12.7

Agree 34.7

Stronglyagree 36

Table29Ifeel safeand securewhileshopping online

19.10. I feel safe and secure while

shoppingonline
40 34.7 36
35
30
25
20
12.7 12.7
15
10 4
5
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart28 Ifeelsafeand securewhileshopping online

Interpretation:

36%of therespondents stronglyagreethat theyfeel safeand securewhile shoppingonlineand

about 4% ofthe respondents stronglydisagreewith it.

83
Becauseof cashbackpolicy

19.11.Becauseof cash back policy %

Stronglydisagree 1.3

Disagree 6.7

Neutral 14.7

Agree 35.3

Stronglyagree 42

Table30Becauseof cashbackpolicy

19.11.Becauseofcashbackpolicy
50
42
40 35.3

30

20 14.7
6.7
10
1.3
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart29Becauseofcashbackpolicy

Interpretation:

42%oftherespondentsstronglyagreethat theydon’t
shoponlinebecauseofcashbackpolicyandabout 1.3% ofthe respondents stronglydisagreewith it.

84
WhileshoppingonlineIhesitatetogivecreditcardnumber.

19.12.Whileshoppingonline Ihesitatetogive %
creditcard number.

Stronglydisagree 2.7

Disagree 7.3

Neutral 11.3

Agree 29.3

Stronglyagree 49.3

Table31Whileshopping onlineIhesitate togivecredit cardno.

19.12.WhileshoppingonlineIhesitatetogivecredit cardno.
60
49.3
50
40
30
20
10
0
StronglydisagreeneutralagreeStronglydisagreeagree

29.3

11.3
7.3
2.7

Chart30 Whileshopping onlineIhesitatetogivecreditcardno.

Interpretation:

49.3%of therespondentsstronglyagreethat whileshoppingonlinetheyhesitate to givecreditcard

no. andabout 2.7% ofthe respondentsstronglydisagreewith thesame.

85
Relevanceof brandidentity&Companyname

19.13.Relevanceofbrandidentity&Companyn %
ame

Stronglydisagree 4.7

Disagree 4

Neutral 10.7

Agree 32.2

Stronglyagree 48.3

Table32Relevanceofbrand identity&Companyname

19.13.Relevanceofbrandidentity&Companyname
60
5048.3

40 32.2
30

2010.7
104.74
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart31Relevance ofbrand identity&Companyname

Interpretation:

48.3%of therespondentsstronglyagreethattheyprefer relevanceofbrand

identity&companynameand about 4% ofthe respondents stronglydisagreewith thesame.

86
Bettercustomerservice

19.14.Bettercustomerservice %

Stronglydisagree 1.3

Disagree 5.3

Neutral 11.3

Agree 30

Stronglyagree 52

Table33Bettercustomerservice

19.14.Bettercustomerservice
60 52
50
4030
30
20
10
0
StronglydisagreeneutralagreeStronglydisagreeagree

11.3
5.3
1.3

Chart32Bettercustomerservice

Interpretation:

52%of therespondentsstronglyagreethattheyprefer bettercustomer serviceandabout1.3%of

therespondentsstronglydisagreewith it.

87
19.15.Iamhappybyshoppingonline

19.15.Iamhappybyshopping online %

Stronglydisagree 1.3

Disagree 2

Neutral 10.7

Agree 32.7

Stronglyagree 53.3

Table34 I amhappyby shoppingonline

19.15.Iamhappybyshoppingonline
60 53.3
50
40 32.7
30
20 10.7
10 1.3 2
0
StronglydisagreeneutralagreeStronglydisagreeagree

Chart33Iamhappybyshoppingonline

Interpretation:

53.3% of the respondents are happy by shopping online and about 1.3% of
therespondentsstronglydisagreewith it.

88
20. How doyoumakepaymentsmostlywhenshoppingontheInternet?

20.Howdo youmakepaymentsmostlywhenshoppingontheInternet? %

CreditCard/Debitcard 16

Internetbanking 3.3

Cashon delivery 76

Ewallet 4.7

Other 0

Table35Howdoyou makepaymentsmostlywhen shopping on theInternet?

20.HowdoyoumakepaymentsmostlywhenshoppingontheI
nternet?
80 76
70
60
50
40
30
16
20
4.7
10 3.3 0
0
CreditCardInternet Cash Ewallet Other
/Debitcardbanking ondeliv
ery

Chart34Howdoyou makepaymentsmostlywhen shoppingon theInternet?

Interpretation:

76%oftherespondentsprefer cashpayment andabout

3.3%oftherespondentspreferpaymentthrough internetbanking.

89
21. Whatwasthemain reasonwhyyoustartedusingonlinepayment?(Youcanselect
morethan 1)

21. What was the main reason why you started using onlinepayment? %
(Youcan selectmorethan 1)

Idon’t useonlinepayment 74.7

Mybankstarted offeringtheservice 6.7

Thereis no bankbranchor ATM nearmyhomeor work 1.3

Ibecamecomfortable with the securityof mobilebanking 11.3

Iliked theconvenienceof mobilebanking 10

Toreceivefraud alertsorcheckmyaccountfor fraudulenttransactions 2.7

Other 0.7

Table36Whatwasthemain reason whyyoustartedusingonlinepayment?

21.Whatwasthemainreasonwhyyoustartedusingonlinepayment?
80 74.7

70

60

50

40

30

20
11.3 10
10 6.7
1.3 2.7 0.7
0

Chart35 What wasthemainreason whyyoustartedusingonlinepayment?

Interpretation:
74.7% of the respondents say that they don’t make online payment and about 0.3% of
therespondentsprefer otherways

90
22. Security is one of your top concerns with online payments; which one of
theseareyoumostconcernedwith?(You canselectmorethan1)

22.Securityis oneofyour topconcernswith onlinepayments;whichone of %

these are you most concerned with?(You can select more than1)

Myphone gettinghacked 63.3

someoneinterceptingmypayment information 17.3
Losingmyphone orhavingmyphone stolen 8.7
Malwareor viruses being installed on myphone 12
Companiesmisusingmypersonalinformation 14
Other 0
Table37Securityisoneof yourtopconcernswithonlinepayments;
whichoneoftheseareyoumostconcerned with?

22.Securityisoneofyourtopconcernswithonlinepayments;whic
honeoftheseare youmostconcernedwith?
70
63.3

60

50

40

30

20 17.3
14
12
8.7
10

Chart36Security isoneofyour top concerns with onlinepayments;whichoneof

theseareyoumostconcerned with?

Interpretation:

91
63.3% of the respondents complains about phone getting hacked and about 12% of
therespondentshavefear ofmalware and virusbeinginstalled in therephone.

92
23. Howmuchamountdidyouspentonpurchasedlasttime?

23.Howmuchamountdidyouspentonpurchase %
dlast time?

lessthan 500 10

500 to 1000 22.7

1000 to 5000 51.3

morethan 5000 16

Table38How much amountdidyou spentonpurchased lasttime?

23.Howmuch amountdidyou spenton

purchasedlasttime?
60
51.3
50

40

30
22.7
20 16
10
10

0
lessthan500 500to1000 1000to5000morethan
5000

Chart37Howmuchamountdidyouspentonpurchased lasttime?

Interpretation:

51.3%oftherespondentsshopbetween1000to5000andabout10%oftherespondentsshopless than
500.

93
24. Doyoureceiveanypushmessageregardingonlinepromotionalscheme?

24. Do you receive any push %

messageregardingonlinepromotionalscheme?

Yes 0

No 100

Table39Do youreceiveanypushmessageregardingonlinepromotionalscheme?

24. Do you receive any push message

regardingonlinepromotionalscheme?
120
100
100
80
60
40
20 0
0
YesNo

Chart38 Doyou receiveanypushmessageregardingonlinepromotionalscheme?

Interpretation:

100%oftherespondentsreceivepushmessage whileshoppingonline.

94
25. How mucheffectivepushmessageis?

25.Howmucheffectivepushmessageis? %

Leasteffective 22.7

Moreeffective 8

Troubling 26.7

Notreceived 42.7

Table40Howmuch effectivepush messageis?

25.Howmucheffectivepushmessageis?
50
42.7
40
26.7
30 22.7
20
8
10
0
Leasteffective Moreeffective Troubling Notreceived

Chart39 Howmuch effectivepush messageis?

Interpretation:

42.7% of the respondents have not received any push message and about 8% of
therespondentsfind it more effective.

95
26. Haveyou receivedcoupon /gifts /discountfromInternet Shopping?

26.Have %
youreceivedcoupon/gifts/discountfrom
Internet Shopping?
Yes 0

No 100

Table41Haveyoureceivedcoupon /gifts/discountfromInternet Shopping?

26. Have you received coupon / gifts /
discountfromonlineshopping?
120
100
100

80

60

40

20

0
YesNo

Chart40 Haveyou receivedcoupon /gifts/discountfromInternet Shopping?

Interpretation:

100% of the respondents have not received coupon / gifts / discount from Internet Shopping.

96
DemographicDetailsGender:

Gender %

Female 47

Male 53
Table42Genderofresponde
nts
Gender
54
53
53
52
51
50
49
48
47
46 47
45
44
Female Male

Chart41
Genderofrespondents
Interpretation:

53%respondents aremaleand47%respondents arefemale.

Income:

97
 Income %

lessthan 10000 47

10k -20k 46

20k -30k 7

30k -40k 0

morethan 40k 0

Table43Incomeof respondents

Income
50 47 46
45
40
35
30
25
20
15
7
10
5 0 0
0
lessthan1000010k-20k20k-30k30k-40kmorethan 40k

Chart42Incomeofrespondents

Interpretation:

47%respondents haveless than10,000 incomeand 7%respondents have20,000to

30,000income.

98
Age

Age %

lessthan 20 0

20 -30 99

30 -40 1

morethan 40 0

Table44Ageof respondents

Age
120

100 99

80

60

40

20

0 1 0
0

lessthan20 20-30 30-40 morethan40

Chart43Ageof respondents

Interpretation:

99% respondents are of age between 20 – 30 years and 1% respondents are of agebetween30
– 40.

99
 CHAPTER-V
FINDINGS, SUGGESTION AND
CONCLUSION

100
 FINDINGS

1. 42%of therespondents prefer Internet Shoppingduringlast onemonth

2. 54%oftherespondentspurchasedtravelticketsonlineandnorespondentpreferpurchasingfo
odonline.
3. 85.3%oftherespondentspreferredFLIPKART
4. 74%oftherespondentsareconscioustowardspriceandisthereasontheypreferInternet
Shopping
5. 79.3%respondentsdon’tgotoaretailstorefirstbeforemakingyourfinalpurchaseonline
6. 39.3%of therespondentsshopover 1to 3times duringayear
7. 67.3%oftherespondentsbuyspecificproductsonlinethroughreferredbyfamilyorfriend
8. 59.3%oftherespondentscomparedescriptionandpricebeforemakingafinalpurchase.
9. 62.7%oftherespondentsnevervisitanyofflinestorebeforemakingafinalpurchase
10. 82.7%oftherespondentsconsiderstheprice(discount)asthemajorfactorbeforemakingafin
al decision of theproduct.
11. 87.3%oftherespondentsdiscusswithfriends/familyaboutthepurchasedproduct
12. 65.8%of the respondentsbelievethatdeliveryof agoodisslowasamajorbarrierinInternet
Shopping.
13. 74.7%oftherespondentsprefer Internet Shoppingthroughcell phone.
14. 68.7%of therespondentsuseapplication forInternet Shopping
15. 28%of therespondents believethat applicationsarefasterto use.
16. 82%of therespondents useWhatsapp applicationthe most
17. 47.3%oftherespondentsbelievethatapplicationcrash/freezeor faceerrorfaster
18. 49.3%oftherespondentsbelievethatapplicationopensinabout4ormoreseconds
19. 66.7%of therespondentsbelievethat internetsaves time
20. 62.7%oftherespondentsstronglyagreethatisagreatadvantagetobeabletoshopat anytime
ofday
21. 38%oftherespondentsprefertraditional/conventionalshoppingtoInternet Shopping

101
22. 28.7%oftherespondentsstronglydisagreewiththestatementthatInternet Shoppingisrisky.
23. 28.7%oftherespondentsareneutralwiththestatementthatInternet
Shoppingwillsupersedetraditional shopping
24. 30.7%oftherespondentsstronglyagreethatdetailedinformationavailableabouttheproduct
s
25. 30%of therespondents stronglydisagreethat theyget on timedeliveryof product
26. 37.3%oftherespondentsstronglyagreethatInternet Shoppingmakescomparisoneasy
27. 40%of therespondents stronglyagreethat websitedesign makeseasyshopping
28. 36%oftherespondentsstronglyagreethattheyfeelsafeandsecurewhileshoppingonline
29. 42% oftherespondentsstronglyagree thattheydon’t shoponline becauseofcashback
policy
30. 49.3%oftherespondentsstronglyagreethatwhileshoppingonlinetheyhesitatetogive credit
card no.
31. 48.3%oftherespondentsstronglyagreethattheypreferrelevanceofbrandidentity&compan
yname
32. 52%of therespondents stronglyagreethat theyprefer better customer service
33. 53.3% oftherespondentsarehappybyshoppingonline
34. 76%oftherespondentsprefer cashpayment
35. 74.7%of therespondentssaythattheydon’t make onlinepayment
36. 63.3%oftherespondentscomplainsabout phone gettinghacked
37. 51.3%of therespondentsshopbetween 1000 to 5000
38. 100%oftherespondentsreceive pushmessage whileshoppingonline.
39. 42.7%of therespondentshavenot receivedanypush message
40. 100%oftherespondentshavenotreceivedcoupon/gifts/discountfromInternet Shopping.

102
 SUGGESTIONS
 Manyretailstoreshoulddevelop asmartphoneapplicationfor Internet Shopping.
 Onlinesellersshouldconsiderpostpurchaseactivitythathelpscustomertopurchaseproducts
online.
 Customers are now using so many social networking websites so online
sellersshouldadvertise their products in social networkingwebsites.
 Riskperception forInternet Shoppingshould be reduced.
 Onlinesellersshouldtrackhistoryofcustomerssothattheycanprovidepersonalized offers
to individual.
 Sellers should provide brief description of products so that customers can
orderaccordingly.
 To make Internet Shopping more preferable, online sellers should make design
ofwebsitemoreattractive.
 As the preference for shopping from application is more, company should
focusmoreon application based shoppingthen on webbasedshopping.
 As discount offers are more influential factor in purchase decision, promotionalefforts
bycompanyshould bemoreon discount offers.
 As the lower price in Internet Shopping is main reason, attracting consumers
forInternet Shopping, the price should be featured properly in advertisement by thecompany.

103
 CONCLUSION

On the basis of the present study concludes that online customers are satisfied. This
researchexplicitlyindicatesthatInternet
Shoppingiseffective.Studyshowsthatpostpurchaseactivitythatacustomerdoesafter
receivingproductis notdependent ongender ofcustomers.

Thereisrelationshipbetween modeofpayment andincomeofcustomers.

Modeofpaymentisnotdependentonageofcustomers.Respondentswhohasincomelessthanrs1000
0dopaymentthroughcashondelivery.Respondentshavingincomemorethan10000do payment
through20000 pays moneythrough e-wallet.

MaximumrespondentsfromHyderabadcityprefertobuyfromFLIPKART.PeopleliketobuyfromF
LIPKART as compared to Flipkart.

Customers expects faster delivery of goods ordered online. As faster delivery of goods
isimportant from customers’ point of view because more time is consumed in delivery
ofgoods.

Genderdoes not matter inmoneyspent in Internet Shopping.

Website design matters a lot in attracting customers more for Internet Shopping.
Becausecustomersprefereasynavigation for Internet Shopping.

Discountoffers effectsmoreto customersinInternet Shopping.

Customersprefertobutthroughapplicationintheirsmartphoneforshoppinggoodsonline.Discountc

oupons effectmorein Internet Shopping.

104
 BIBLIOGRAPHY

 http://www.academia.edu/24284430/A_STUDY_OF_FACTORS_AFFECTING_
ONLINE_BUYING_BEHAVIOR_A_CONCEPTUAL_MODEL
 WhatClicksWithTheOnlineShopper?NielsonInsights16-10-2015
 Arjun Mittal, “E-commerce: It’s Impact on consumer Behavior”; Global Journalof
Management and Business Studies, ISSN 2248-9878 Volume 3, Number 2(2013)
 http://www.ripublication.com/gjmbs_spl/gjmbsv3n2spl_09.pdf
 http://www.blog.finesseim.com/e-commerce-trend-india/
 http://www.allresearchjournal.com/archives/2015/vol1issue9/PartD/1-9-4.pdf
 http://altius.ac.in/pdf/29.pdf
 Dr. Seema agarwal “A study of factors affecting Internet Shopping behaviour
ofconsumers in mumbai region”; Tactful Management Research Journal,ISSN:2319-7943
 http://www.prnewswire.com/news-releases/global-b2c-e-commerce-and-online-
payment-market-2014-79067691.html
 http://www.nielsen.com/in/en/insights/reports/2016/the-smartphone-becomes-the-
mobile-wallet.html
 http://www.worldwidejournals.com/ijar/file.php?val=November_2013_13832262
64_b0fa7_92.pdfSource:16IndiaOnline 2011 Report
 CRKothari,ResearchMethodology:Methods&Techniques,ISBN(13):978-81-224-
2488-1

105
 QUESTIONNAIRE

ConsumerBehaviortowardsInternet ShoppinginHyderabad

Name:

Gender:

□ Female □ Male

Youreducation:

a.Graduation b.Post-graduation c. PhD

Youroccupation:

1. Whenwasthelasttimeyoupurchasedsomethingonline?

a.beforelastmonth b.before3 months c.before6months

d.before9months e.before1year

2. Whatdidyoupurchaselasttimeonline?(Youcanselect morethan1)

a.Books b.Furniture c.Music d.Cinema

ticket
e. Kitchen /Home f. g.Groceries h.Toys
appliances
Electronicgadgets
i. Clothes j. k.Cosmetics l. Travel
tickets
Electricalproducts
m.Holidays n.food

Other (Please

106
Specify)

107
3. Whichwebsitedo youpreferforthis product/service?(Youcanselectmore than 1

a)Flipkart b)FLIPKART c)Irctc d)Infibeam e)Shoppers

Stop
f) g)Jabong h)Bookmyshow i) Zomato j)

Myntra Snapdeal
k)Junlgee l) m)Craftsvilla n)EBay o)Goibibo

Makemytrip
Other:

4. Main ReasonforInternet Shopping? (Youcanselectmorethan1)

a.Price c.FastShipping e.FriendReferral

b.Convenience &timesaving d.Brandconscious f.Discount

Other:

5. Doyougotoaretailstorefirstbefore makingyourfinalpurchaseonline?
a. Yes b.No

6. Approximatelyhowmanytimesdid youshopoverinternetduringtheyear?

a.Atleastonce b.1 to 3 times c.Morethan3 times

7. Howdidyougettheideaofbuyingspecificbrandthroughanonlinestore?
(Youcanselectmore than1)
a. Referred byfriend/family b.Saw anonlineadvertisement
c.Sawanofflineadvertisement(TV/Newspapers/Magazine/Hoardings)
d.Iwas just waiting forlaunch of this product sincelong
Other:
108
8. Howdoyoufindthespecifictoyourownneeds?(Youcanselect morethan1)
a. ProductRatings b.Productreviews
c. Advicefrom offlinestore d. Referred byFriend / Familymember
e.Comparedescriptionandprices f.Newtechnology/productinmarket
g.Referred bywebsitebyyour search history
Other:

9. Doyouvisitdifferentonlinestoresbeforetheactualpurchase,howmanystoresonavera
gedo you visit beforepurchasing it?
a.Oneto threeonlinestores b.3 to 5online stores

c.Morethan5 stores d.never

10. Whatarethecrucialfactorswhichaffectyourdecisionmakinginthefinalselectionof
the product(Selectall whichapply)(You canselect morethan1)
a.TheBestprices(Discount) d.Price/Productcomparisonavailable

b.Convenience &Time saving e.Productreviewsavailable

c.Notavailableinlocalstores f.Value for money

11. Afterreceivingthe productwhatdoyou?

a.DiscusswithFriends/Familyaboutthepurchased b.Writeareviewaboutproduct

c.Contacttypicallythesellerfor furtherguidanceifneeded
d. Others specify

109
12. Whatarethemainbarriers whichkeep youaway fromshopping online?
(Youcanselectmore than1)
a.Deliverytoo slow b.Lowtrustlevelofonline c. Securityin payment
store
d.HighShippingCost e. PrivacyPolicy f.Claims

Othersreasons(pleasespecify)

13. WhichmediumdoyoupreferforInternet Shopping?(Youcan selectmorethan1)

a.Personalcomputer b. Tablet c.CellPhone

14. Whatdoyouprefertousewhenshoppingonlinefromyourdevice?
(Youcanselectmorethan 1)

a. Webbrowsers b.Applications c.Nopreference

15. WhydoyouusemorewebbrowsersorApplications?

a.Moreusedtoit(fromexperience)
b.BecausetheapplicationrelatedtothewebsiteIwanttovisitdoesn’texistorIcannotfind it

c.Idon’t wantto installapplications forrandom use

d.Theapplicationsfrom somewebsitesarenotfunctional,don’tworkwell
e. UsuallyIsearchfor ageneralterm, ratherthanneeding aspecificapplication.
f. Applicationsarebetteruse, tailoredto mobilephone
g. Applicationsarefaster (In terms ofopeningit)
h. Applicationsare easiertofind, straightonmymainscreen,applicationlist
16. Whatkindofapplicationsdoyouusethemost?(Youcanselectmorethan1)

b.Entertainment Apps(youc.ProductivityApps
a. UtilitiesApps(e.g.paytm)
(Timemgt)
110
 tube)
d. Sports Apps e. GamesApps f. SearchToolApps(Google)

g. TravelApps,maps(GPS) h.NewsApps i. SocialNetworkingApps(Facebook)

j. WeatherApps k.Chat Apps (WhatsApp) l.

m.Other,pleasespecify:

17. Haveyoufacedproblemswitha mobile appwithinthe last6 months?Ifso,whattypes?

(You can selectmorethan 1)

a. Crash/freeze/error b.slowlaunchtimes c.Appdidn’tworkedasexpected

18. How quicklyshouldamobileapplaunch?

a. Lessthan1second b.1 second c.2seconds d.3seconds
e.4 ormoreseconds

19. Pleaseselectyourlevelof agreement tothe followingquestions

SD-StronglydisagreeD-disagreeN-neutral A-AgreeSA-stronglyagree

No. Question SD D N A SA

1.Shoppingoninternet savestime.

2.Itisagreatadvantagetobeabletoshopatanytimeofthe
day.

3.Iprefertraditional/conventionalshoppingtoInternet
Shopping.

4.Internet Shoppingisrisky

5.Online shopping will eventually

supersedetraditionalshopping.

6.Detailedinformationavailable

7.On timedeliveryof product

111
8.Itmakescomparisoneasy

112
 9.Websitedesign makeseasyshopping

10Ifeel safe and securewhileshoppingonline

11Becauseofcashback policy

12WhileshoppingonlineIhesitatetogivemycreditcardnu
mber

13Relevanceof brandidentity&Companyname

14Bettercustomerservice

15I amhappybyshoppingonline

20. How doyoumakepaymentsmostlywhenshoppingontheInternet?

a.CreditCard/Debit card b. Internetbanking

c.Cashon delivery d.Ewallet

Other:

21. Whatwasthemainreasonwhyyoustartedusingonlinepayment?
(Youcanselectmorethan 1)

a. Idon’t useonlinepayment

b. Mybankstarted offeringtheservice

c. Thereis no bankbranchor ATM nearmyhomeor work

d. Ibecamecomfortable with the securityof mobilebanking

e. Iliked theconvenienceof mobilebanking

f. Toreceivefraud alertsorcheckmyaccountfor fraudulenttransactions

g. Other(pleasespecify): _

113
22. Securityisoneofyourtopconcernswithmobilepayments;whichoneoftheseareyoumo
stconcerned with?(You can selectmore than 1)

a.Myphonegettinghacked b.someoneinterceptingmypaymentinformation

c.Losingmyphone orhavingmyphone stolen

d. Malwareorvirusesbeing installed on myphone
e. Companies misusingmypersonalinformation
Other(pleasespecify): _

23. Howmuchamountdidyouspentonpurchasedlasttime?

a.<500

b.500-1000

c.1000-5000

d.>5000

Tellusyoursuggestions:

THANKYOU FOR SPENDINGYOURPRECIOUSTIME

114