RESEARCH METHODOLOGY

FY.MMS -A

CUSTOMER PERCEPTION ABOUT ONLINE SHOPPING

Lazari Chavan Sachin BagalNivedita MhatreDilaila D’souzaAshish KapreMaya GaliyaDiana MichaelPravin Gosavi

Group Members

ONLINE SHOPPING

SEGMENTATION OF INTERNET USERS

 POPULAR ONLINE SHOPPING PORTALS

EXECUITIVE SUMMARY

•Introduction regarding the sharp increase of internet usage

•Research objectives

•The reasons for using or avoiding online shopping

•The types of preferred products were studied

•Limitations of the study

RESEARCH METHODOLOGY

1. SAMPLING DESIGN

• Target population

• Sampling frame

• Sampling method

• Sampling unit

2. RESEARCH DESIGN• Descriptive research design

- Survey method

3. DATA COLLECTION• 150 respondents using cluster sampling.• Questionnaire 

DATA ANALYSIS

Do you like shopping?

91%

9%

Percentage

YESNO

How frequently do people shop?

12%

33%

15%

22%

17%

Percentage

DailyWeeklyFortnightlyMonthlyQuaterly

Do you shop online?

45%

55%

Percentage

YESNO

Where do you prefer to shop (mark your order of preference) 1, 2,3,4,5 where 1 is most preferred and 5 is least preferred

RANKS RETAIL

SHOP

SUPER

MARKET

STRIP

MALLS

DEPARTMENT

STORES

ONLINE

1 42 42 25 34 7

2 37 32 23 39 19

3 33 48 22 24 23

4 20 23 68 21 18

5 18 5 12 32 83

TOTAL 515 533 431 472 300

Do you find online shopping convenient?

25%

75%

Percentage

YESNO

You do online shopping for-

22%

37%

40%

Percentage

SELF CONSUMPTIONGIFT BOTH

What kind of product do you buy online?

19%

6%

21%

3%

9%

21%

3%

19%

Percentage

Books

Medicines

CDs

Watches

Apparels

Tickets

Electronic items

Portraits & Paint-ings

What benefits do you think are there in Online Shopping? (mark your order of preference) 1, 2,3,4,5,6,7where 1 is most preferred

and 7 is least preferred

RANKS TIME SAVING

SHOP FROM ONE

PLACE

DISCOUNT PURCHASE

HOME DELIVERY

VARIETY OF PRODUCTS

ANY TIME SHOPPING

1 65 9 19 12 5 40

2 46 12 16 36 21 19

3 17 19 21 30 30 33

4 11 38 20 16 35 30

5 2 23 54 21 24 26

6 9 49 20 35 35 2

TOTAL 735 360 466 497 443 611

What problems do you come across while shopping online? (Mark the order of importance) (1234567-where 1 is the most

important and 7 is the least important)

RANKS INT

ACESS

NOT

AVAI.

COSTLY

ITEMS

NO

ASSURED

QUALITY

LONG

DELIVERY

DURATION

PAYMENT

DIFFICULTY

COMPLICATED

PROCEDURE

DIFFICULTY

IN

RETURNING

GOODS

1 14 11 46 14 33 11 21

2 14 14 16 16 38 40 12

3 38 5 15 18 14 34 26

4 14 38 8 22 30 11 27

5 14 20 22 35 4 33 22

6 19 38 17 34 6 12 24

7 37 24 26 11 25 9 18

TOTAL 545 498 651 556 698 663 589

The amount spend on online shopping monthly

57%26%

7% 9%

Percentage

RS.1000RS.1000-3000RS.3000-5000RS. 5000 <

Are there any situation where online shopping has been a problem

24%

76%

Percentage

YESNO

How do you go for online shopping?

63%13%

24%

Percentage

PLANNED SPONTANEOUSBOTH

ADVANTAGES OF ONLINE SHOPPING

• Time saving

• Variety of products

• Anytime shopping

• Low pressure

• Discount purchase, lower and best prices

• Home delivery and ability to shop from one place

• Access to information about the products

RISKS PERCEIVED IN ONLINE SHOPPING• Non availability of internet access

• Not assured of quality products

• Long product delivery duration

• Payment difficulties

• Complicated procedure

• Difficulty in returning the goods.

• Loss of privacy

• Security issues

• The hidden costs

• The scams and frauds

COMMON ANNOYANCES OF THE CONSUMERS

• Junk e-mail

• False and misleading advertising

• Hidden expenses

• Vague references

• Hidden addresses

• Promises of instant wealth

• Trading schemes and placement services

• Unbelievable claims

• Buying abroad

CONCLUSIONBarriers –– The issue of security and privacy– Security lapses on the internet

Key factors which are bringing the transformation in the Indian consumer’s perception-

– Higher awareness levels– Increased comfort levels and the – Confidence level in buying online

Online purchasing will become as common as offline…

RECOMMENDATIONS

• Strengthen transaction security • Companies can also invite users/ buyers to

walk into its offices and pay for the goods• Companies can also target smaller towns and

cities which are expected to become big contributors

• Communication programme should be more customized

APPENDIX

• Questionnaire

BIBLIOGRAPHY

www.articlebase.com

www.business-standards.com

www.market research.com

www.emarketer.com

Business Weekly- Express Computer