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Online shopping behaviour

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Pradeep Kumar Tiwari
Pradeep Kumar Tiwari

The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business. There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.

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1 | P a g e DISSERTATION ON ONLINE SHOPPING BEHAVIOUR FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF MASTER OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF: SUBMITTED BY: Dr. Hemraj Verma Pradeep Kumar Tiwari Faculty, Galgotias University Enroll. No.-1103102183 SCHOOL OF BUSINESS, GALGOTIAS UNIVERSITY PLOT NO.-2, SECTOR- 17A, YAMUNA EXPRESSWAY, GREATER NOIDA
2 | P a g e CERTIFICATE This is to certify that Project Report entitled ONLINE SHOPPING BEHAVIOUR which is submitted by Pradeep Kumar Tiwari in partial fulfillment of the requirement for the award of degree MBA in Department of School of Business from Galgotias University, is a record of the candidate own work carried out by him under my supervision. The matter embodied in this thesis is original and has not been submitted for the award of any other degree. Dr. Hemraj Verma Faculty, Galgotias University DATE:-
3 | P a g e ACKNOWLEDGEMENT This research is the final dissertation for MBA at the University of Galgotias University,during the the winter term of 2013. Firstly, I would like to thank Dr. Hemraj Verma for her invaluable support, guidance and availability throughout the course of this project. In addition, I would like to thank all the participants for sparing the time to take part in the questionnaire. Finally, I would like to express my love and appreciation to my parents. I also do not like to miss the opportunity to acknowledge the contribution of all faculty members of the department for their kind assistance and cooperation during the development of my project. Last but not the least, we acknowledge our friends for their contribution in the completion of the project. Pradeep Kumar Tiwari Enrol. No. - 1103102183
4 | P a g e DECLARATION I, Pradeep Kumar Tiwari, Enroll. No.-1103102183, student of MBA of School of Business, Galgotias University, Greater Noida, hereby declare that the project report on “ONLINE SHOPPING BEHAVIOUR” is an original and authenticated work done by me. The project was completed between 01.02.2013 to 15.04.2013. I further declare that it has not been submitted elsewhere by any other person in any of the institutes for the award of any degree or diploma. Pradeep Kumar Tiwari Enrol. No. – 1103102183235 Date:
5 | P a g e TABLE OF CONTENT CHAPTER NO TOPIC PAGE NO 1 INTRODUCTION 6 2 LITERATURE REVIEW 9 3 RESEARCH OBJECTIVES 13 4 HYPOTHESIS AND LIMITATIONS OF STUDY 15 HYPOTHESIS 16 LIMITATIONS OF THE STUDY. 16 5 RESEARCH METHODOLOGY 17 PARTICIPANTS & APPARATUS 18 RESEARCH METHODS 18 METHOD SELECTION 18 QUESTIONNAIRE DESIGN 19 6 DATA ANALYSIS AND INTERPRETATION 20 HYPOTHESIS 26 7 FINDINGS, CONCLUSION AND RECOMMENDATION 33 FINDINGS OF THE STUDY 34 CONCLUSION 34 RECOMMENDATION 35 BIBLIOGRAPHY 36 APPENDIX 38
6 | P a g e CHAPTER ONE INTRODUCTION
7 | P a g e INTRODUCTION The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business. There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced
8 | P a g e internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
9 | P a g e CHAPTER TWO LITERATURE REVIEW
10 | P a g e LITERATURE REVIEW E-Business probably began with electronic data interchange in the 1960s (Zwass, 1996). However, (Melao, 2008) suggests that it was only in the 1990s, primarily via the Internet, that e-Business has emerged as a core feature of many organizations. In his opinion, the hope was that e-Business would revolutionize the ways in which organizations interact with customers, employees, suppliers and partners. Some saw e- Business as part of a recipe to stay competitive in the global economy. Christy M. K. Cheung, Lei Zhu, Timothy Kwong, Gloria W.W. Chan, Moez Limayem,(2002) The topic of online consumer behavior has been examined under various contexts over the years. Although researchers from a variety of business disciplines have made significant progress over the past few years, the scope of these studies is rather broad, the studies appear relatively fragmented and no unifying theoretical model is found in this research area. In view of this, provide an exhaustive review of the literature and propose a research framework with three key building blocks (intention, adoption, and continuance) so as to analyze the online consumer behavior in a systematic way. This proposed framework not only provides us with a cohesive view of online consumer behavior, but also serves as a salient guideline for researchers in this area. Burke, R.R. (2002), Trust is a key factor that determines the success of Business to Consumer (B2C) e-commerce transactions. Previous researchers have identified several critical factors that influence trust in the context of online shopping. This research focuses on available security measures which assure online shoppers safety and great sales promotions and online deals which stimulate customers to shop online. Abel Stephen (2003) in his paper represents the findings of research studies that address e- commerce design and associated consumer behavior. The innovation of e-commerce has affected not only the marketplace through the facilitation of the exchange of goods and services, but also human behavior in response to the mechanisms of online services. Researchers have identified and hypothesized on relevant subject matters ranging from Web usability, marketing channels and other factors influencing online buying behavior. Though researchers have focused on what appear different aspects of online buying behavior, their studies may be shown to be interrelated and interdependent, even to the extent of revealing constructs upon which e-commerce, in terms of future design and research, could be built. Balasubramanian, S., Konana, P. and Menon, N.M. (2003), In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the
11 | P a g e physical appearance of facilities, employees, and equipment, and employees responsiveness and empathy are unobservable. In contrast, trust may play a central role here in enhancing customer satisfaction. Model trust as an endogenously formed entity that ultimately impacts customer satisfaction, and we elucidate the linkages between trust and other factors related to the performance of the online service provider and to the service environment Rajeev Kamineni (2004) in his study finds that World Wide Web can change human behaviour and human interactions to a very large extent. Web based shopping behaviour is one major example to point out the trends in this direction. This study is of a very exploratory nature and it intends to establish the differences between several web-based shoppers from different parts of the world. Several critical factors associated with online shopping behaviour have been explored. A cross cultural data set has been collected and an illustrative description of the shoppers has been provided. As a final step the cross cultural differences between several shoppers explored. Archana Shrivastava, Ujwal Lanjewar, (2011) in online buying, the rate of diffusion and adoption of the online buying amongst consumers is still relatively low in India. In view of above problem an empirical study of online buying behavior was undertaken. Based on literature review, four predominant psychographic parameters namely attitude, motivation, personality and trust were studied with respect to online buying. The online buying decision process models based on all the four parameters were designed after statistical analysis. These models were integrated with business intelligence, knowledge management and data mining to design Behavioral Business Intelligence framework with a cohesive view of online buyer behavior. For better understanding the factors of internet and consumer shopping behaviours towards internet shopping, this chapter would provide academic research reviews and relative ideas expressed in the literature that associated with this subject. Furthermore, a number of hypotheses will be tested to answer the research questions that mentioned already in the introduction. Due to the recent research shows that internet shopping becomes a full and effective business model (Black, 2005), therefore there are several studies that already investigated more or less related on internet shopping and consumer behaviour. In the following chapter, some point of view will be taken from literatures, and needs careful review to achieve them as the basis of the subsequent research investigation.
12 | P a g e This chapter will begin with the briefly talk about the traditional landscape of shopping, and following the principles of consumer shopping behaviour. Through indicated that, the essence of internet shopping consumer behaviour will be indicated in the second section.
13 | P a g e CHAPTER THREE RESEARCH OBJECTIVES
14 | P a g e RESEARCH OBJECTIVES AIMS AND OBJECTIVES It is clear from the overview of internet and internet shopping development that ecommerce is being used in many corporations due to the dramatic development of technology and competitive advantages of web selling. Moreover, the expansions of the usage by individuals also become main contributors to the development of internet shopping. Relatively few studies have investigated in the internet shopping and impact on consumer behaviour. The previous studies are more focus on the marker’s point of view, such as how to establish a more efficient marketing channel online rather than the traditional offline channel. Therefore, this research will combines with previous studies from literature reviews, and focus on the impact of the internet shopping on consumer behaviours to find out a comprehensive analytical framework which showing the essential ingredient of marketing and business to satisfying the consumer’s needs, and a deeply understanding of online consumer behaviour as a reference for any e-commerce company to make marketing strategies. By carry out this work, the following research questions will be answered: 1) Recent status related to internet shopping in the INDIA. 2) The impacts of factor of Internet shopping influence online consumer behaviours. 3) Through analyze data collected from the questionnaire survey to indicate the current online consumer behaviours. 4) Examine the business strategies affect online consumer behaviour in conclusion, and applications and recommendations for future research.
15 | P a g e CHAPTER FOUR HYPOTHESIS AND LIMITATIONS OF STUDY
16 | P a g e HYPOTHESIS AND LIMITATIONS OF STUDY HYPOTHESIS 1) Intention to buy online does not vary according to age group. 2) Intention to buy online does not vary according to gender. 3) Secure shopping across internet does not vary according to age group. 4) Secure shopping across internet does not vary according to gender. LIMITATIONS OF THE STUDY. 1) The study has been conducted based on the data acquired from the online buyers of India only and the findings may not be applicable to other countries of the world because of socio- cultural differences. 2) Sample size is very small.
17 | P a g e CHAPTER FIVE RESEARCH METHODOLOGY
18 | P a g e RESEARCH METHODOLOGY PARTICIPANTS APPARATUS The survey was taken in INDIA, by sending questionnaire as many as possible. Only those participants who have completed the questionnaire will be accounted as valid survey. There are 55 participants who have completed the questionnaire. Computers with facilities for internet access, Google Drive were used to perform the survey, and use SPSS software and Microsoft Office Excel to do statistic and data analysis. RESEARCH METHODS The research method of this study is a survey research, which collect information from participant through a questionnaire. The purpose of this research is to analyse the current And future behaviours from consumers to help marketing manager making strategies according feedback from participants. These behaviours include attitudes, believes, attribute, motivation and behaviour of sampled participants, and that will be taken on a series of measurements based on specific research point. After questionnaires sent out, and later collected data from feedbacks, the quantitative research method will be used in this research. Researchers then use SPSS and excel programmes help to analyse the outcome from the samples and generalize the conclusion in whole points of view of consumer behaviour. In addition to the collected data, some other data such as it from official reports of governments or organizations will also be used to assist complementarities of research. METHOD SELECTION This section is dedicated to selection of research method in this paper. The research methods can be classified in many ways, but the most common difference is between qualitative and quantitative approaches. Qualitative research method can be broadly defined as “any kind of research that produces findings not arrived at by means of statistical procedures or other means of quantification” (Strauss and Corbin, 1990). It also can be simply says that this research method is non quantitative. In contrast, quantitative research method deal with measurable characteristics by using structured questions (e.g. questionnaire) and a formalised procedure of data collection.
19 | P a g e QUESTIONNAIRE DESIGN The design of questionnaire is very rely on what data need to be collected and how to analyze the data, and the questions asked in the questionnaire are need to be defined prior to data collection. According to the aims and objectives of this study, the questionnaire was conducted to collect data about the impacts of Internet shopping on consumer behaviors within the summarized framework in associated with the respondent’s online shopping experience. From this survey, there are following information will be gathered,the respondent’s experience of Internet use, the purpose of using Internet, the product categories which consumers purchased online, attitudes to Internet shopping, and feedback for E- commerce web sites. In addition, some demographic data will also collect from the respondents, such as gender, ages, and employment details. In the respect of how it is going to be administered, all of the questionnaires are sent by Google Drive and thus these questionnaires are completed by the respondents themselves, and the answering process is totally without any of intervention from the researcher. After the questionnaire sent out, the return of such questionnaires are very accordingly. Moreover, there are some factors of doing questionnaires in this research. For example, the questionnaire have to taking a long time to collect, and the time available to complete the data collection and entry is quite limited. After the survey finished and all the data gathered, some of the questionnaires may not acceptable for research due to the lack of answers for the important questions. In the most cases it can enable researchers to reduce the amount of data needed to collect in order to keep the result reliable. The complete questionnaire is given at the end (Appendix).
20 | P a g e CHAPTER SIX DATA ANALYSIS AND INTERPRETATION
21 | P a g e DATA ANALYSIS AND INTERPRETATION This chapter starts to present and analyse the data collected from the questionnaires. All data will be analyzed by computer, the SPSS software Google Drive and Microsoft Office Excel was used to enter the data and design the graphs in order to help the researcher be able to explore and analyse the data. Do you have Internet access? Yes 55 100% No 0 0% From how long you are using the Internet? Less than a month 0 0% Less than 1 year 2 4% 1 – 2 years 2 4% 2 – 4 years 24 44% More than 4 years 27 49%
22 | P a g e How often do you use the Internet for the following purpose? [Search product info] Very often 36 65% Often 12 22% Occasionally 7 13% Never 0 0% How often do you use the Internet for the following purpose? [Surfing (e.g. read news/articles)] Very often 34 62% Often 20 36% Occasionally 0 0% Never 1 2%
23 | P a g e How often do you use the Internet for the following purpose? [Chatting (e.g. MSN / ICQ)] Very often 25 45% Often 16 29% Occasionally 12 22% Never 2 4% How often do you use the Internet for the following purpose? [Research a topic] Very often 19 35% Often 22 40% Occasionally 14 25% Never 0 0% How often do you use the Internet for the following purpose? [Looking for a job] Very often 14 25% Often 21 38% Occasionally 19 35%
24 | P a g e Never 1 2% How often do you use the Internet for the following purpose? [Internet shopping] Very often 7 13% Often 27 49% Occasionally 19 35% Never 2 4% How often do you use the Internet for the following purpose? [Other (Please Specify):] Very often 0 0% Often 40 73% Occasionally 8 15% Never 7 13%
25 | P a g e What kind of goods do you purchase from the Internet? Books 15 9% Toys 2 1% Gifts 15 9% Computer (Components) 38 22% CD/Video 3 2% Tickets 48 28% Consumer electronics 20 12% House wares 5 3% Flowers 1 1% Software 25 14% Other 1 1% Reasons for Internet shopping? [Saves time] Strongly Agree 13 24%
26 | P a g e Agree 29 53% Neutral 5 9% Disagree 8 15% Strongly Disagree 0 0% Reasons for Internet shopping? [Saves money] Strongly Agree 6 11% Agree 40 73% Neutral 8 15% Disagree 1 2% Strongly Disagree 0 0% Reasons for Internet shopping? [More relaxing shopping] Strongly Agree 6 11% Agree 20 36% Neutral 21 38% Disagree 4 7% Strongly Disagree 4 7%
27 | P a g e Reasons for Internet shopping? [Much easier shopping] Strongly Agree 13 24% Agree 19 35% Neutral 13 24% Disagree 5 9% Strongly Disagree 5 9% Reasons for Internet shopping? [More efficient] Strongly Agree 5 9% Agree 31 56% Neutral 11 20% Disagree 8 15% Strongly Disagree 0 0% Which medium do you prefer for online Shopping ? PC 50 49%
28 | P a g e Tablet 15 15% Ipad 15 15% Cell Phone 21 20% Other 2 2% How do you make payments mostly when shopping on the Internet? Credit Card 12 12% Personal Cheque 2 2% Third party (e.g. Paypal / WorldPay) 14 14% Bank transfer 2 2% cash on delivery 43 43% Other 26 26% Do you feel secure when shopping on the Internet? Yes 51 93% No 4 7% Do you intend to continue purchasing products from the Internet in the near Future? Yes 54 98% No 1 2%
29 | P a g e How do you feel after the Online Shopping ? Not Satisfied 1 2% Satisfied 38 69% very much satisfied 9 16% Can't Say 7 13% Gender Male 39 71% Female 16 29% Which age group do you belong to? Under 18 years 1 2% 18-30 years 40 73% 31-39 years 14 25% 40-49 years 0 0% 50-59 years 0 0% Over 60 years 0 0%
30 | P a g e Are you? Full-time employment 26 46% Part-time employment 0 0% Student 28 50% Unemployed 1 2% Housewife/husband 1 2% Retired 0 0% HYPOTHESIS ANALYSIS HYPOTHESIS ACCORDING TO GENDER Group Statistics gender N Mean Std. Deviation Std. Error Mean intention male 39 .97 .160 .026 female 16 1.00 .000 .000 secure male 39 .08 .270 .043 female 16 .06 .250 .062 Independent Samples Test
31 | P a g e Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2- tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper intention Equal variances assumed 1.712 .196 -.637 53 .527 -.026 .040 -.106 .055 Equal variances not assumed - 1.000 38.000 .324 -.026 .026 -.078 .026 secure Equal variances assumed .137 .713 .184 53 .855 .014 .079 -.143 .172 Equal variances not assumed .190 30.067 .851 .014 .076 -.141 .170 From the T-Test analysis we can conclude that the hypothesis was accepted because significance difference is more than the confidence level (.05).that means perception of male and female is same regarding the secure transaction through online and also they have shown same intention to shop through online in future. ACCORDING TO AGE GROUP Group Statistics age N Mean Std. Deviation Std. Error Mean intention 18-30 40 .98 .158 .025 31-39 14 1.00 .000 .000 secure 18-30 40 .10 .304 .048 31-39 14 .00 .000 .000
32 | P a g e Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2- tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper intention Equal variances assumed 1.456 .233 -.588 52 .559 -.025 .043 -.110 .060 Equal variances not assumed - 1.000 39.000 .323 -.025 .025 -.076 .026 secure Equal variances assumed 7.583 .008 1.224 52 .227 .100 .082 -.064 .264 Equal variances not assumed 2.082 39.000 .044 .100 .048 .003 .197 From the T-Test analysis we can conclude that the hypothesis was accepted because significance difference is more than the confidence level (.05). that means perception of different age group is same regarding the secure transaction through online and also they have shown same intention to shop through online in future.
33 | P a g e CHAPTER SEVEN FINDINGS, CONCLUSION AND RECOMMENDATION
34 | P a g e FINDINGS, CONCLUSION AND RECOMMENDATION FINDINGS OF THE STUDY 1) Now a day’s everyone using the internet 2) People use to buy the products through online because of many reason such as its save money, time and we used to get huge information regarding any products. 3) Most of them feel secure while transaction through online. 4) Intention of buying the product through online does not differ according to age group and gender. 5) Security on internet shopping does not differ according to gender and intention of buying is also not differ according to gender. CONCLUSION This research shows that online shopping is having very bright future in India. Perception towards online shopping is getting better in India. With the use of internet, consumers can shop anywhere, anything and anytime with easy and safe payment options. Consumers can do comparison shopping between products, as well as, online stores. This study is mainly focus on the factors from the Internet and examines those factors that affect the consumer’s online shopping behaviours. The research focus on the Internet shopping (include the nature of Internet shopping, E-commerce website, and online security, privacy, trust and trustworthiness) and online consumer behaviours (include background, shopping motivation and decision making process). Those factors were looked at, and examined to reveal the influence at online consumer behaviours. In addition, the previous researches were used to help researchers understanding more comprehensively. Moreover, the customer’s purchase decision making process was also examined to identify the potential factors. The information search is the most important factor that helps the customers find the suitable products or services for their needs. Therefore, the online retailers have to enhance and improve the information supporting such as provide much detailed product information and use internal search engine in order to increase the efficient of information search. For the evaluation stage, customers more think a lot of the reputation from the E-commerce website, and the payment security for the purchase stage. At the post-purchase stage, the factor of after services which is the most concerned about. Overall, the factors from the Internet that
35 | P a g e influenced or prevented online consumer behaviours need to be carefully concerned by the online retailers, who can utilize the appropriate marketing communications to support the customer’s purchase decision making process and improve their performance. RECOMMENDATION 1) People should buy the product through online because we can have all the detail of the product and we can also compare with other product. 2) We can save money through buying online. 3) We can also save money.
36 | P a g e BIBLIOGRAPHY
37 | P a g e BIBLIOGRAPHY 1)Ramaswami Namakumari, Marketing Management-Planning, Implementation and Control, MacMillan India Ltd, New Delhi 2)Bhatnagar, A, Misra, S., and Rao, H. R., ‘Online risk, convenience, and Internet shopping behavior,’ Communications of the ACM 2000 3)Alexandru M. Degeratu, Arvind Rangaswamy and Jianan Wu (2000) Consumer Choice Behaviour in Online and Traditional Supermarkets: The Effects of Brand Name, Price, and other Search Attributes, International Journal of Research in Marketing, Vol. 17, No. 1, p. 55-78. Available at: http://www.smeal.psu.edu/ebrc/publications/res_papers/1999_03.pdf 4)Aron M. Levin, Irwin P. Levin, and C. Edward Heath (2003) PRODUCT CATEGORY DEPENDENT CONSUMER PREFERENCES FOR ONLINE AND OFFLINE SHOPPING FEATURES AND THEIR INFLUENCE ON MULTI-CHANNEL RETAIL ALLIANCES, Journal of Electronic Commerce Research, VOL. 4, No. 3. Available at: http://www.csulb.edu/web/journals/jecr/issues/20033/paper1.pdf 5)Ali S S, Models in Consumer Buying Behaviour, Deep Deep Publications. 6)Kothari C. R., Research Methodology Methods and Techniques, Wishwa Prakashan, New Delhi.
38 | P a g e APPENDIX
39 | P a g e APPENDIX QUESTIONNAIRE FOR ONLINE BUYING BEHAVIOR Do you have Internet access? *  Yes  No From how long you are using the Internet? *  Less than a month  Less than 1 year  1 – 2 years  2 – 4 years  More than 4 years How often do you use the Internet for the following purpose? * Very often Often Occasionally Never Search product info Surfing (e.g. read news/articles) Chatting (e.g. MSN / ICQ) Research a topic Looking for a job Internet shopping Other (Please Specify):
40 | P a g e What kind of goods do you purchase from the Internet? *  Books  Toys  Gifts  Computer (Components)  CD/Video  Tickets  Consumer electronics  House wares  Flowers  Software  Other: Reasons for Internet shopping? * Strongly Agree Agree Neutral Disagree Strongly Disagree Saves time Saves money More relaxing shopping Much easier shopping More efficient Which medium do you prefer for online Shopping ? *  PC  Tablet  Ipad  Cell Phone  Other:
41 | P a g e How do you make payments mostly when shopping on the Internet? *  Credit Card  Personal Cheque  Third party (e.g. Paypal / WorldPay)  Bank transfer  cash on delivery  Other: Do you feel secure when shopping on the Internet? *  Yes  No Do you intend to continue purchasing products from the Internet in the near Future? *  Yes  No How do you feel after the Online Shopping ? *  Not Satisfied  Satisfied  very much satisfied  Can't Say Gender *  Male  Female Which age group do you belong to? *  Under 18 years  18-30 years  31-39 years  40-49 years
42 | P a g e  50-59 years  Over 60 years Are you? *  Full-time employment  Part-time employment  Student  Unemployed  Housewife/husband  Retired

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Online shopping behaviour

  • 1. 1 | P a g e DISSERTATION ON ONLINE SHOPPING BEHAVIOUR FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF MASTER OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF: SUBMITTED BY: Dr. Hemraj Verma Pradeep Kumar Tiwari Faculty, Galgotias University Enroll. No.-1103102183 SCHOOL OF BUSINESS, GALGOTIAS UNIVERSITY PLOT NO.-2, SECTOR- 17A, YAMUNA EXPRESSWAY, GREATER NOIDA
  • 2. 2 | P a g e CERTIFICATE This is to certify that Project Report entitled ONLINE SHOPPING BEHAVIOUR which is submitted by Pradeep Kumar Tiwari in partial fulfillment of the requirement for the award of degree MBA in Department of School of Business from Galgotias University, is a record of the candidate own work carried out by him under my supervision. The matter embodied in this thesis is original and has not been submitted for the award of any other degree. Dr. Hemraj Verma Faculty, Galgotias University DATE:-
  • 3. 3 | P a g e ACKNOWLEDGEMENT This research is the final dissertation for MBA at the University of Galgotias University,during the the winter term of 2013. Firstly, I would like to thank Dr. Hemraj Verma for her invaluable support, guidance and availability throughout the course of this project. In addition, I would like to thank all the participants for sparing the time to take part in the questionnaire. Finally, I would like to express my love and appreciation to my parents. I also do not like to miss the opportunity to acknowledge the contribution of all faculty members of the department for their kind assistance and cooperation during the development of my project. Last but not the least, we acknowledge our friends for their contribution in the completion of the project. Pradeep Kumar Tiwari Enrol. No. - 1103102183
  • 4. 4 | P a g e DECLARATION I, Pradeep Kumar Tiwari, Enroll. No.-1103102183, student of MBA of School of Business, Galgotias University, Greater Noida, hereby declare that the project report on “ONLINE SHOPPING BEHAVIOUR” is an original and authenticated work done by me. The project was completed between 01.02.2013 to 15.04.2013. I further declare that it has not been submitted elsewhere by any other person in any of the institutes for the award of any degree or diploma. Pradeep Kumar Tiwari Enrol. No. – 1103102183235 Date:
  • 5. 5 | P a g e TABLE OF CONTENT CHAPTER NO TOPIC PAGE NO 1 INTRODUCTION 6 2 LITERATURE REVIEW 9 3 RESEARCH OBJECTIVES 13 4 HYPOTHESIS AND LIMITATIONS OF STUDY 15 HYPOTHESIS 16 LIMITATIONS OF THE STUDY. 16 5 RESEARCH METHODOLOGY 17 PARTICIPANTS & APPARATUS 18 RESEARCH METHODS 18 METHOD SELECTION 18 QUESTIONNAIRE DESIGN 19 6 DATA ANALYSIS AND INTERPRETATION 20 HYPOTHESIS 26 7 FINDINGS, CONCLUSION AND RECOMMENDATION 33 FINDINGS OF THE STUDY 34 CONCLUSION 34 RECOMMENDATION 35 BIBLIOGRAPHY 36 APPENDIX 38
  • 6. 6 | P a g e CHAPTER ONE INTRODUCTION
  • 7. 7 | P a g e INTRODUCTION The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business. There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced
  • 8. 8 | P a g e internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
  • 9. 9 | P a g e CHAPTER TWO LITERATURE REVIEW
  • 10. 10 | P a g e LITERATURE REVIEW E-Business probably began with electronic data interchange in the 1960s (Zwass, 1996). However, (Melao, 2008) suggests that it was only in the 1990s, primarily via the Internet, that e-Business has emerged as a core feature of many organizations. In his opinion, the hope was that e-Business would revolutionize the ways in which organizations interact with customers, employees, suppliers and partners. Some saw e- Business as part of a recipe to stay competitive in the global economy. Christy M. K. Cheung, Lei Zhu, Timothy Kwong, Gloria W.W. Chan, Moez Limayem,(2002) The topic of online consumer behavior has been examined under various contexts over the years. Although researchers from a variety of business disciplines have made significant progress over the past few years, the scope of these studies is rather broad, the studies appear relatively fragmented and no unifying theoretical model is found in this research area. In view of this, provide an exhaustive review of the literature and propose a research framework with three key building blocks (intention, adoption, and continuance) so as to analyze the online consumer behavior in a systematic way. This proposed framework not only provides us with a cohesive view of online consumer behavior, but also serves as a salient guideline for researchers in this area. Burke, R.R. (2002), Trust is a key factor that determines the success of Business to Consumer (B2C) e-commerce transactions. Previous researchers have identified several critical factors that influence trust in the context of online shopping. This research focuses on available security measures which assure online shoppers safety and great sales promotions and online deals which stimulate customers to shop online. Abel Stephen (2003) in his paper represents the findings of research studies that address e- commerce design and associated consumer behavior. The innovation of e-commerce has affected not only the marketplace through the facilitation of the exchange of goods and services, but also human behavior in response to the mechanisms of online services. Researchers have identified and hypothesized on relevant subject matters ranging from Web usability, marketing channels and other factors influencing online buying behavior. Though researchers have focused on what appear different aspects of online buying behavior, their studies may be shown to be interrelated and interdependent, even to the extent of revealing constructs upon which e-commerce, in terms of future design and research, could be built. Balasubramanian, S., Konana, P. and Menon, N.M. (2003), In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the
  • 11. 11 | P a g e physical appearance of facilities, employees, and equipment, and employees responsiveness and empathy are unobservable. In contrast, trust may play a central role here in enhancing customer satisfaction. Model trust as an endogenously formed entity that ultimately impacts customer satisfaction, and we elucidate the linkages between trust and other factors related to the performance of the online service provider and to the service environment Rajeev Kamineni (2004) in his study finds that World Wide Web can change human behaviour and human interactions to a very large extent. Web based shopping behaviour is one major example to point out the trends in this direction. This study is of a very exploratory nature and it intends to establish the differences between several web-based shoppers from different parts of the world. Several critical factors associated with online shopping behaviour have been explored. A cross cultural data set has been collected and an illustrative description of the shoppers has been provided. As a final step the cross cultural differences between several shoppers explored. Archana Shrivastava, Ujwal Lanjewar, (2011) in online buying, the rate of diffusion and adoption of the online buying amongst consumers is still relatively low in India. In view of above problem an empirical study of online buying behavior was undertaken. Based on literature review, four predominant psychographic parameters namely attitude, motivation, personality and trust were studied with respect to online buying. The online buying decision process models based on all the four parameters were designed after statistical analysis. These models were integrated with business intelligence, knowledge management and data mining to design Behavioral Business Intelligence framework with a cohesive view of online buyer behavior. For better understanding the factors of internet and consumer shopping behaviours towards internet shopping, this chapter would provide academic research reviews and relative ideas expressed in the literature that associated with this subject. Furthermore, a number of hypotheses will be tested to answer the research questions that mentioned already in the introduction. Due to the recent research shows that internet shopping becomes a full and effective business model (Black, 2005), therefore there are several studies that already investigated more or less related on internet shopping and consumer behaviour. In the following chapter, some point of view will be taken from literatures, and needs careful review to achieve them as the basis of the subsequent research investigation.
  • 12. 12 | P a g e This chapter will begin with the briefly talk about the traditional landscape of shopping, and following the principles of consumer shopping behaviour. Through indicated that, the essence of internet shopping consumer behaviour will be indicated in the second section.
  • 13. 13 | P a g e CHAPTER THREE RESEARCH OBJECTIVES
  • 14. 14 | P a g e RESEARCH OBJECTIVES AIMS AND OBJECTIVES It is clear from the overview of internet and internet shopping development that ecommerce is being used in many corporations due to the dramatic development of technology and competitive advantages of web selling. Moreover, the expansions of the usage by individuals also become main contributors to the development of internet shopping. Relatively few studies have investigated in the internet shopping and impact on consumer behaviour. The previous studies are more focus on the marker’s point of view, such as how to establish a more efficient marketing channel online rather than the traditional offline channel. Therefore, this research will combines with previous studies from literature reviews, and focus on the impact of the internet shopping on consumer behaviours to find out a comprehensive analytical framework which showing the essential ingredient of marketing and business to satisfying the consumer’s needs, and a deeply understanding of online consumer behaviour as a reference for any e-commerce company to make marketing strategies. By carry out this work, the following research questions will be answered: 1) Recent status related to internet shopping in the INDIA. 2) The impacts of factor of Internet shopping influence online consumer behaviours. 3) Through analyze data collected from the questionnaire survey to indicate the current online consumer behaviours. 4) Examine the business strategies affect online consumer behaviour in conclusion, and applications and recommendations for future research.
  • 15. 15 | P a g e CHAPTER FOUR HYPOTHESIS AND LIMITATIONS OF STUDY
  • 16. 16 | P a g e HYPOTHESIS AND LIMITATIONS OF STUDY HYPOTHESIS 1) Intention to buy online does not vary according to age group. 2) Intention to buy online does not vary according to gender. 3) Secure shopping across internet does not vary according to age group. 4) Secure shopping across internet does not vary according to gender. LIMITATIONS OF THE STUDY. 1) The study has been conducted based on the data acquired from the online buyers of India only and the findings may not be applicable to other countries of the world because of socio- cultural differences. 2) Sample size is very small.
  • 17. 17 | P a g e CHAPTER FIVE RESEARCH METHODOLOGY
  • 18. 18 | P a g e RESEARCH METHODOLOGY PARTICIPANTS APPARATUS The survey was taken in INDIA, by sending questionnaire as many as possible. Only those participants who have completed the questionnaire will be accounted as valid survey. There are 55 participants who have completed the questionnaire. Computers with facilities for internet access, Google Drive were used to perform the survey, and use SPSS software and Microsoft Office Excel to do statistic and data analysis. RESEARCH METHODS The research method of this study is a survey research, which collect information from participant through a questionnaire. The purpose of this research is to analyse the current And future behaviours from consumers to help marketing manager making strategies according feedback from participants. These behaviours include attitudes, believes, attribute, motivation and behaviour of sampled participants, and that will be taken on a series of measurements based on specific research point. After questionnaires sent out, and later collected data from feedbacks, the quantitative research method will be used in this research. Researchers then use SPSS and excel programmes help to analyse the outcome from the samples and generalize the conclusion in whole points of view of consumer behaviour. In addition to the collected data, some other data such as it from official reports of governments or organizations will also be used to assist complementarities of research. METHOD SELECTION This section is dedicated to selection of research method in this paper. The research methods can be classified in many ways, but the most common difference is between qualitative and quantitative approaches. Qualitative research method can be broadly defined as “any kind of research that produces findings not arrived at by means of statistical procedures or other means of quantification” (Strauss and Corbin, 1990). It also can be simply says that this research method is non quantitative. In contrast, quantitative research method deal with measurable characteristics by using structured questions (e.g. questionnaire) and a formalised procedure of data collection.
  • 19. 19 | P a g e QUESTIONNAIRE DESIGN The design of questionnaire is very rely on what data need to be collected and how to analyze the data, and the questions asked in the questionnaire are need to be defined prior to data collection. According to the aims and objectives of this study, the questionnaire was conducted to collect data about the impacts of Internet shopping on consumer behaviors within the summarized framework in associated with the respondent’s online shopping experience. From this survey, there are following information will be gathered,the respondent’s experience of Internet use, the purpose of using Internet, the product categories which consumers purchased online, attitudes to Internet shopping, and feedback for E- commerce web sites. In addition, some demographic data will also collect from the respondents, such as gender, ages, and employment details. In the respect of how it is going to be administered, all of the questionnaires are sent by Google Drive and thus these questionnaires are completed by the respondents themselves, and the answering process is totally without any of intervention from the researcher. After the questionnaire sent out, the return of such questionnaires are very accordingly. Moreover, there are some factors of doing questionnaires in this research. For example, the questionnaire have to taking a long time to collect, and the time available to complete the data collection and entry is quite limited. After the survey finished and all the data gathered, some of the questionnaires may not acceptable for research due to the lack of answers for the important questions. In the most cases it can enable researchers to reduce the amount of data needed to collect in order to keep the result reliable. The complete questionnaire is given at the end (Appendix).
  • 20. 20 | P a g e CHAPTER SIX DATA ANALYSIS AND INTERPRETATION
  • 21. 21 | P a g e DATA ANALYSIS AND INTERPRETATION This chapter starts to present and analyse the data collected from the questionnaires. All data will be analyzed by computer, the SPSS software Google Drive and Microsoft Office Excel was used to enter the data and design the graphs in order to help the researcher be able to explore and analyse the data. Do you have Internet access? Yes 55 100% No 0 0% From how long you are using the Internet? Less than a month 0 0% Less than 1 year 2 4% 1 – 2 years 2 4% 2 – 4 years 24 44% More than 4 years 27 49%
  • 22. 22 | P a g e How often do you use the Internet for the following purpose? [Search product info] Very often 36 65% Often 12 22% Occasionally 7 13% Never 0 0% How often do you use the Internet for the following purpose? [Surfing (e.g. read news/articles)] Very often 34 62% Often 20 36% Occasionally 0 0% Never 1 2%
  • 23. 23 | P a g e How often do you use the Internet for the following purpose? [Chatting (e.g. MSN / ICQ)] Very often 25 45% Often 16 29% Occasionally 12 22% Never 2 4% How often do you use the Internet for the following purpose? [Research a topic] Very often 19 35% Often 22 40% Occasionally 14 25% Never 0 0% How often do you use the Internet for the following purpose? [Looking for a job] Very often 14 25% Often 21 38% Occasionally 19 35%
  • 24. 24 | P a g e Never 1 2% How often do you use the Internet for the following purpose? [Internet shopping] Very often 7 13% Often 27 49% Occasionally 19 35% Never 2 4% How often do you use the Internet for the following purpose? [Other (Please Specify):] Very often 0 0% Often 40 73% Occasionally 8 15% Never 7 13%
  • 25. 25 | P a g e What kind of goods do you purchase from the Internet? Books 15 9% Toys 2 1% Gifts 15 9% Computer (Components) 38 22% CD/Video 3 2% Tickets 48 28% Consumer electronics 20 12% House wares 5 3% Flowers 1 1% Software 25 14% Other 1 1% Reasons for Internet shopping? [Saves time] Strongly Agree 13 24%
  • 26. 26 | P a g e Agree 29 53% Neutral 5 9% Disagree 8 15% Strongly Disagree 0 0% Reasons for Internet shopping? [Saves money] Strongly Agree 6 11% Agree 40 73% Neutral 8 15% Disagree 1 2% Strongly Disagree 0 0% Reasons for Internet shopping? [More relaxing shopping] Strongly Agree 6 11% Agree 20 36% Neutral 21 38% Disagree 4 7% Strongly Disagree 4 7%
  • 27. 27 | P a g e Reasons for Internet shopping? [Much easier shopping] Strongly Agree 13 24% Agree 19 35% Neutral 13 24% Disagree 5 9% Strongly Disagree 5 9% Reasons for Internet shopping? [More efficient] Strongly Agree 5 9% Agree 31 56% Neutral 11 20% Disagree 8 15% Strongly Disagree 0 0% Which medium do you prefer for online Shopping ? PC 50 49%
  • 28. 28 | P a g e Tablet 15 15% Ipad 15 15% Cell Phone 21 20% Other 2 2% How do you make payments mostly when shopping on the Internet? Credit Card 12 12% Personal Cheque 2 2% Third party (e.g. Paypal / WorldPay) 14 14% Bank transfer 2 2% cash on delivery 43 43% Other 26 26% Do you feel secure when shopping on the Internet? Yes 51 93% No 4 7% Do you intend to continue purchasing products from the Internet in the near Future? Yes 54 98% No 1 2%
  • 29. 29 | P a g e How do you feel after the Online Shopping ? Not Satisfied 1 2% Satisfied 38 69% very much satisfied 9 16% Can't Say 7 13% Gender Male 39 71% Female 16 29% Which age group do you belong to? Under 18 years 1 2% 18-30 years 40 73% 31-39 years 14 25% 40-49 years 0 0% 50-59 years 0 0% Over 60 years 0 0%
  • 30. 30 | P a g e Are you? Full-time employment 26 46% Part-time employment 0 0% Student 28 50% Unemployed 1 2% Housewife/husband 1 2% Retired 0 0% HYPOTHESIS ANALYSIS HYPOTHESIS ACCORDING TO GENDER Group Statistics gender N Mean Std. Deviation Std. Error Mean intention male 39 .97 .160 .026 female 16 1.00 .000 .000 secure male 39 .08 .270 .043 female 16 .06 .250 .062 Independent Samples Test
  • 31. 31 | P a g e Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2- tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper intention Equal variances assumed 1.712 .196 -.637 53 .527 -.026 .040 -.106 .055 Equal variances not assumed - 1.000 38.000 .324 -.026 .026 -.078 .026 secure Equal variances assumed .137 .713 .184 53 .855 .014 .079 -.143 .172 Equal variances not assumed .190 30.067 .851 .014 .076 -.141 .170 From the T-Test analysis we can conclude that the hypothesis was accepted because significance difference is more than the confidence level (.05).that means perception of male and female is same regarding the secure transaction through online and also they have shown same intention to shop through online in future. ACCORDING TO AGE GROUP Group Statistics age N Mean Std. Deviation Std. Error Mean intention 18-30 40 .98 .158 .025 31-39 14 1.00 .000 .000 secure 18-30 40 .10 .304 .048 31-39 14 .00 .000 .000
  • 32. 32 | P a g e Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2- tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper intention Equal variances assumed 1.456 .233 -.588 52 .559 -.025 .043 -.110 .060 Equal variances not assumed - 1.000 39.000 .323 -.025 .025 -.076 .026 secure Equal variances assumed 7.583 .008 1.224 52 .227 .100 .082 -.064 .264 Equal variances not assumed 2.082 39.000 .044 .100 .048 .003 .197 From the T-Test analysis we can conclude that the hypothesis was accepted because significance difference is more than the confidence level (.05). that means perception of different age group is same regarding the secure transaction through online and also they have shown same intention to shop through online in future.
  • 33. 33 | P a g e CHAPTER SEVEN FINDINGS, CONCLUSION AND RECOMMENDATION
  • 34. 34 | P a g e FINDINGS, CONCLUSION AND RECOMMENDATION FINDINGS OF THE STUDY 1) Now a day’s everyone using the internet 2) People use to buy the products through online because of many reason such as its save money, time and we used to get huge information regarding any products. 3) Most of them feel secure while transaction through online. 4) Intention of buying the product through online does not differ according to age group and gender. 5) Security on internet shopping does not differ according to gender and intention of buying is also not differ according to gender. CONCLUSION This research shows that online shopping is having very bright future in India. Perception towards online shopping is getting better in India. With the use of internet, consumers can shop anywhere, anything and anytime with easy and safe payment options. Consumers can do comparison shopping between products, as well as, online stores. This study is mainly focus on the factors from the Internet and examines those factors that affect the consumer’s online shopping behaviours. The research focus on the Internet shopping (include the nature of Internet shopping, E-commerce website, and online security, privacy, trust and trustworthiness) and online consumer behaviours (include background, shopping motivation and decision making process). Those factors were looked at, and examined to reveal the influence at online consumer behaviours. In addition, the previous researches were used to help researchers understanding more comprehensively. Moreover, the customer’s purchase decision making process was also examined to identify the potential factors. The information search is the most important factor that helps the customers find the suitable products or services for their needs. Therefore, the online retailers have to enhance and improve the information supporting such as provide much detailed product information and use internal search engine in order to increase the efficient of information search. For the evaluation stage, customers more think a lot of the reputation from the E-commerce website, and the payment security for the purchase stage. At the post-purchase stage, the factor of after services which is the most concerned about. Overall, the factors from the Internet that
  • 35. 35 | P a g e influenced or prevented online consumer behaviours need to be carefully concerned by the online retailers, who can utilize the appropriate marketing communications to support the customer’s purchase decision making process and improve their performance. RECOMMENDATION 1) People should buy the product through online because we can have all the detail of the product and we can also compare with other product. 2) We can save money through buying online. 3) We can also save money.
  • 36. 36 | P a g e BIBLIOGRAPHY
  • 37. 37 | P a g e BIBLIOGRAPHY 1)Ramaswami Namakumari, Marketing Management-Planning, Implementation and Control, MacMillan India Ltd, New Delhi 2)Bhatnagar, A, Misra, S., and Rao, H. R., ‘Online risk, convenience, and Internet shopping behavior,’ Communications of the ACM 2000 3)Alexandru M. Degeratu, Arvind Rangaswamy and Jianan Wu (2000) Consumer Choice Behaviour in Online and Traditional Supermarkets: The Effects of Brand Name, Price, and other Search Attributes, International Journal of Research in Marketing, Vol. 17, No. 1, p. 55-78. Available at: http://www.smeal.psu.edu/ebrc/publications/res_papers/1999_03.pdf 4)Aron M. Levin, Irwin P. Levin, and C. Edward Heath (2003) PRODUCT CATEGORY DEPENDENT CONSUMER PREFERENCES FOR ONLINE AND OFFLINE SHOPPING FEATURES AND THEIR INFLUENCE ON MULTI-CHANNEL RETAIL ALLIANCES, Journal of Electronic Commerce Research, VOL. 4, No. 3. Available at: http://www.csulb.edu/web/journals/jecr/issues/20033/paper1.pdf 5)Ali S S, Models in Consumer Buying Behaviour, Deep Deep Publications. 6)Kothari C. R., Research Methodology Methods and Techniques, Wishwa Prakashan, New Delhi.
  • 38. 38 | P a g e APPENDIX
  • 39. 39 | P a g e APPENDIX QUESTIONNAIRE FOR ONLINE BUYING BEHAVIOR Do you have Internet access? *  Yes  No From how long you are using the Internet? *  Less than a month  Less than 1 year  1 – 2 years  2 – 4 years  More than 4 years How often do you use the Internet for the following purpose? * Very often Often Occasionally Never Search product info Surfing (e.g. read news/articles) Chatting (e.g. MSN / ICQ) Research a topic Looking for a job Internet shopping Other (Please Specify):
  • 40. 40 | P a g e What kind of goods do you purchase from the Internet? *  Books  Toys  Gifts  Computer (Components)  CD/Video  Tickets  Consumer electronics  House wares  Flowers  Software  Other: Reasons for Internet shopping? * Strongly Agree Agree Neutral Disagree Strongly Disagree Saves time Saves money More relaxing shopping Much easier shopping More efficient Which medium do you prefer for online Shopping ? *  PC  Tablet  Ipad  Cell Phone  Other:
  • 41. 41 | P a g e How do you make payments mostly when shopping on the Internet? *  Credit Card  Personal Cheque  Third party (e.g. Paypal / WorldPay)  Bank transfer  cash on delivery  Other: Do you feel secure when shopping on the Internet? *  Yes  No Do you intend to continue purchasing products from the Internet in the near Future? *  Yes  No How do you feel after the Online Shopping ? *  Not Satisfied  Satisfied  very much satisfied  Can't Say Gender *  Male  Female Which age group do you belong to? *  Under 18 years  18-30 years  31-39 years  40-49 years
  • 42. 42 | P a g e  50-59 years  Over 60 years Are you? *  Full-time employment  Part-time employment  Student  Unemployed  Housewife/husband  Retired