Study of Online Buying

Behaviour of Consumer

Research Done by: Team Global• V. Shiva Devi• S. Chandruraj• G. Sathish Kumar• B. Anjineyulu Naidu• J. Jeesha Pranjal• M. Ashok Kumar

Objectives:-

To know the online buying behaviour of customers.

To unveil the problems encountered by the customers in E-commerce.

To suggest measure for enhancement of service quality, thereby leading to customer satisfaction.

Hypothesis:E-Commerce hasn’t started

substantially influencing the customer to buy online avoiding retail shopping.

Gender doesn’t affect the buying behaviour of the consumer.

Satisfied customers have negative impact on the E-commerce

Most Chosen Site

50

826

11

8

13 1

51 1 1 1 1Flip Kart(I)Amazon(II)Shop Clues(III)Snap Deal(IV)Myntra(V)Yepme(VI)eBay(VII)I & IIII & VI & IVI & IIII & IVI & II & IVI & IV & VII & II & VI & II & IIII & III & IVI & II & III & IV & VII

Reasons to Choose Online Shopping

0

5

10

15

20

25

30

11

30

4

16

0

4 4

23

0

5

3

5

3 32

10

Most Shopped Category

Books

(I)

Clothin

g(II)

Consu

mer D

urab

les(II

I)

Electr

onics

(IV)

Perso

nal C

are(V

)

Pet P

rodu

cts(V

I)

Shoe

s(VII)

I & II

I & II

II &

IV

I & II

& V

I & IV

& II

I & II

I & IV

I & II

I & V

II & IV

II & II

I & V

II & II

I & V

II & IV

& V

III &

V

III &

IV &

V

III &

IVIV

& V

IV &

VII

IV &

V

I & II

& V &

VII

I & II

& II

I & IV

& V

0

5

10

15

20

25

30

35

40

5

17

3

38

7

0 0 1 13

1 1 1 1

7

1 1 1 1 1 13

1 2 1 1

Issues Faced in Online Shopping

44

18

5

17

3

74

Delay In Delivery(I)

Improper Product Information(II)

Fraudulent in Payment(III)

More time to access the site(IV)

I & IV

I & II

II & IV

Post Purchase Experience

Average(I) DisSatisfied(II) Highly Dissatisfied(III) Highly Satisfied(IV) Satisfied(V)0

5

10

15

20

25

30

35

16

10

3

30

4

01

2 221

2

011

0 0 01

FlipkartAmazonSnapDealShop Clues

Responses & Issues

Delay I

n Deli

very

Impr

oper

Produ

ct Inf

ormati

on

More T

ime t

o Acc

ess

Frau

dlent

In Pay

ment

I & II

I & II

I

I & II

& II

I

II & II

I0

5

10

15

20

25

10 0

2

0 0 0 01

3

0 0 0 0 0 0

20

7

2

0

3

01 1

19

7

12

34

3

1

33

1

3

0 0 0 0 0

Test for Gender influence on buying:Sources of Variation

SS d.o.f MS F P-Value F- Critic

Rows 14.4 1 14.4 0.2622950

0.635528

7.708647

Columns 418 4 104.5 2.810161

0.274157

6.388232

Error 219.6 4 54.9

Total 652 9

Test for that consumer don’t have negative impact after purchase:

Sources of Variation

SS d.o.f MS F P-Value F- Critic

Rows 259.9365079

6 43.3228 4.670685

0.000814869

2.294601314

Columns 230.7936508

8 28.8492 3.11038 0.006545249

2.138228827

Error 445.2063492

48 9.27513

Total 935.9365079

62

Findings1. Most of the online shopping done on Clothing is by FemalesElectronics is by Males

2. 50% online shopper’s choose Flipkart to shop more rather than other sites.

3. Flipkart keeps their customers in the satisfied comfort zone.

4. Almost 49% of the respondents are Students

5. Price is the reason to make more online shopping.

6. 69% of the purchases in done by Cash on Delivery option.

7. Amazon is 100% ahead of Flipkart with Highly Satisfied customers.

Shocking Report!!

8. Personal Care items bought online is by ??

Men!!

9. Online Shopping is based on the demographic factors like age, occupation and gender.

10. Though customers are satisfied with the service they have few drawbacks.

SuggestionsOnline retailers must work on logistics in order to make sure that delivery reaches on time.

Also to make sure product information displayed is not fake.

Sites to work to reduce the buffering time of the site since it may lead the customer to choose alternate site.