t Customer Satisfaction with reference to Amazon

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CHAPTER 1
1.1. INTRODUCTION

This project is takes a look at consumer complacency with references to Amazon

online shopping. Online shopping is nowadays used everywhere or in every corner
of the world, and it’s happening only because of Internet, customers directly make
an order of something they need through online. The meaning of online shopping is
the process of buying goods and services from merchants over the Internet.
Amazon is one the site that customer used for purchasing many product. Online
shopping make easier for customer to choose different variety of product which
they want, that the reason online shopping is popularly used nowadays.

1.2. STATEMENT OF THEPROBLEM

We face many millions of problems when we entered into the world of online
shopping. Amazon also one of the online shopping applications site that nowadays
reached to millions of people everywhere. There are some problems that customer
are deals with like:-

 Defected in product that leads to the customer peace of mind decreases.

 Delay in delivery of Goods and Products is also one of the problems that
affect the serenity of the customer.
 The product which customers are choosing might be delivered wrong like,
different in color or design etc.
 Some goods or product, which customer needs may not be available sometimes.

 Or occasionally the product will not be currently available to the address of the
customer.

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1.3. OBJECTIVE OF THESTUDY

 To know the customer complacency on Amazon online shopping.

 To study the gratification level of the Amazon customer based on the respondent
responses.

 To evaluate and find out the factor that influences the customer complacency.

1.4. SCOPE OF THESTUDY

This research work will covered Amazon and also deals with the customers which
are regulars used to shopping from Amazon.

The study also covered the quality of the service and how they impact on the
customer complacency and for instant it come across with what factor that are
accommodate and enhance the satisfaction feeling of the customer on Amazon.

1.5. IMPORTANCE OF THESTUDY

 The main importance to this study is to avoid some uncertainty fact that
customer face in online shopping.

 When the research will be completed it will give an insight into a practical situation.

 It will also indicate, how to conquered and overcome the problem while
dealing with the customer.

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 Alternately, it will serve as good sources of references to similar research in future.

 Finally, it is also intend to facilitate the efforts of Amazon to come out with
good quality service customer satisfaction strategies.

1.6. LIMITATION OF THESTUDY

 This study conducted relating to the Amazon online shopping application, so

the result which we gather is only applicable for the Amazon customers.

 The response from the sample may be biased, or may contain cooked up from the
respondent.

 Another limitation was the relatively short period and within which this
research was carried out.

 Questionnaires method is used only for data collection and the limitation of
the questionnaire method is applicable to the study.

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Chapter 2

Industrial Profile

E-COMMERCE INDUSTRIES &

ONLINE SHOPPING

Introduction

Online 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. 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 2016, customers can shop online using a range of different
computers and devices, including desktop computers, laptops, tablet computers and
smart phones.

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

regular "bricks-and- mortar" retailer or shopping center; the process is called
business-to-consumer (B2C) online shopping. When an online store is set up to
enable businesses to buy from another business, the process is called business-to-
business (B2B) online 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.

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Online stores typically 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-trailer ships the products to the customer;
for digital products, such as digital audio files of songs or software, the e-trailer
typically sends the file to the customer over the Internet. The largest of
these online retailing corporations are Alibaa , [Link], and eBay.

HISTORY OF ONLINE SHOPPING

The growth of the internet as a secure shopping channel has developed since 1994,
with the first sales of Stingalbum ‘Ten Summoner’s Tales’. Wine chocolates and
flowers soon followed and were among the pioneering retail categories which
fueled the growth of online shopping. Researchers found that having products that
are appropriate for e-commerce was a key indicator of Internet success. [ Many of
these products did well as they are generic products which shoppers didn't 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+. Online
shopping has come along way since these early days and
-in the UK- accounts for significant percents (depending on product category as percentages
can vary).

Electronic commerce is popularly known as e-commerce. An e-commerce business

model “enables a firm/individual to conduct business over an electronic network,
typically the Internet.” The biggest advantage of an e-commerce is that the size of
the market gets enlarged, hence the business gets bigger and the consumers have
better access to quality products and services. The consumer and seller or service
provider interaction gets better and efficient.

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With the better access to the Internet e-commerce is also taking a root in India;
however, it is still in its infancy. The emergence of middle class with good
purchasing power is also an important reason for the growth of e-commerce in
India. In addition to this the schemes of government like Startup India, Make in
India and Digital India and policies like cashless India are also affecting the e-
commerce in India. In this assignment, we are looking into various e-commerce
business models.

PAYMENT

Online shoppers commonly use a credit card or a PayPal account in order to make
payments. However, some systems enable users to create accounts and pay by
alternative means, such as:

 Billing to mobile phones and landlines

 Cash on delivery(C.O.D.)
 Cheque /Check
 Debit card
 Direct debit in some countries
 Electronic money of various types
 Gift cards
 Postal money order
 Wire transfer/delivery on payment
 Invoice, especially popular in some markets/countries, such as Switzerland
 Bit coin or other crypto currencies

Some online shops will not accept international credit cards. Some require both the

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purchaser's billing and shipping address to be in the same country as the online
shop's base of operation. Other online shops allow customers from any country to
send gifts anywhere. The financial part of a transaction may be processed in real
time (e.g. letting the consumer know their credit card was declined before they log
off), or may be done later as part of the fulfillment process.

PRODUCT DELIVERY

Once a payment has been accepted, the goods or services can be delivered in the
following ways. For physical items:

 Shipping: The product is shipped to a customer-designated address. Retail

package delivery is typically done by the public postal system or a retail courier
such as FedEx, UPS, DHL, or TNT.
 Drop shipping: The order is passed to the manufacturer or third-party
distributor, who then ships the item directly to the consumer, bypassing the
retailer's physical location to save time, money, and space.
 In-store pick-up: The customer selects a local store using a locator software and
picks up the delivered product at the selected location. This is the method
often used in the bricks and clicks business model.

For digital items or tickets:

 Downloading/Digital distribution: The method often used for digital media

products such as software, music, movies, or images.
 Printing out, provision of a code for, or e-mailing of such items as admission
tickets and scrip (e.g., gift certificates and coupons). The tickets, codes, or
coupons may be redeemed at the appropriate physical or online premises and
their content reviewed to verify their eligibility (e.g., assurances that the right
of admission or use is redeemed at the correct time and place, for the correct

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dollar amount, and for the correct number of uses).

 Will call, COBO (in Care Of Box Office), or "at the door" pickup: The patron
picks up pre- purchased tickets for an event, such as a play, sporting event, or
concert, either just before the event or in advance. With the onset of the Internet
and e-commerce sites, which allow customers to buy tickets online, the
popularity of this service has increased.

Types of ecommerce business model

1. Online Subscriptions

2. Exclusive Brand Stores

3. Deals Websites

4. Marketplace

We will look into these models one by one.

Online Subscriptions
These websites work like an offline subscription. Here the users can choose
from subscriptions available on the website and subscribe according to their
needs. The payment for subscription can be made online and also the recurring
payments can be made in the same manner and the consumer can get the
services.
Hence, online payment for the service is the pressure point here. This makes the
services more accessible and easier payment options make it more attractive to
the users.

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In India magazines like Frontline can be subscribed online and so can the
newspapers like The Hindu. [Link] has also started the monthly subscription
service where it provides the consumers the option of monthly subscription with
discounts from normal rates and the consumers can pay the subscription fees on
their website.

Online Exclusive Brand Stores

Here the brands create their own online brand stores. The brand’s catalog is
uploaded on the website where the consumers see it which is also available in their
physical stores. Here the consumers get the advantage of shopping from their
trusted brands online without having to visit the physical stores.
Examples of online exclusive brand stores are HP, Samsung, Peter England, Monte Carlo
etc.
Deals Websites
There are various ecommerce websites which provide the best deals to the
consumers. Such websites give the consumers various deals available on other
websites or stores. For example [Link] etc.

Marketplace

Here the consumers and sellers are provided with a platform to interact with each
other. Based on this there are various websites with different models that they
follow. These models are:

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Business to Consumer (B2C)

This is the most common business model that usually people know about. Here the
sellers of products or services, as well as the buyers of such products or services,
are present on an online platform. Virtual stores give the consumers access to wider
variety of products at cheaper rates. The best example for this is [Link],
[Link], [Link], [Link] etc where the consumers can find almost
anything be it books, electronic products like washing machines, USB storage
devices, clothes, shoes or personal care etc.

In India the B2C model is growing at a fast pace, however, there are still various
challenges. The major challenge is poor internet connectivity. Also most consumers
do not possess credit cards. Most consumers still depend on cash on delivery mode
of payment. In addition to this the ecommerce websites do not have very good
customer services leaving the consumers doubtful about using these websites and
apps.

Business to Business (B2B)

here both the parties are involved in business activities. Here commercial
transactions take place between both the parties. The parties involved can be a
manufacturer and wholesaler or a wholesaler and retailer. In India the B2B model
has 100% Foreign Direct Investment allowed through automatic route, unlike the
B2C model. However, this model is still in its nascent stage in India. Online
business transactions in India are limited and the market is less receptive. However,
the experts do believe that this situation shall change in coming times and the B2B
ecommerce space is expected to grow almost
2.5 times by 2020.

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Consumer to Consumer (C2C)

Here both the parties are individuals undertaking a business activity on a platform.
Here the individual can sell something they no longer need or can sell products
made by them as they engage in a small home based business activity like bags or
some handicraft items. The best example of this model in India is [Link],
[Link], [Link] etc.
OLX and Quikr are almost alike and provide a platform to the consumers to
connect and buy and sell anything be it land, flats, paying guest facilities, mobiles,
laptops, bikes, bicycles etc. The companies have become very successful and work
as electronic classifieds.

Consumer to Business (C2B)

In this model the consumer sell their products and services to businesses. The best
examples for this model are the job portals. In India websites like [Link],
[Link] etc can be put in this category. Here the consumer, the job seeker,
puts her resume on the website in order to get a job offer from employers.

The ecommerce business models are selected by the companies as per their
objectives, desired results and target consumers. There can be modifications done
in these business models as per the requirement of the companies.

Conclusion

We have seen various types of ecommerce models that are prevalent and the
examples of such models in Indian context. Indian economy is growing at a very
fast pace and as such the new avenues like ecommerce is here to stay and grow in

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India. However, there are various challenges that must be overcome in order to
make ecommerce efficient in India.

The major problem is poor e-infrastructure. The internet in India is still not very
easily accessible. The penetration of internet is very low at 34.8% of the total
population, as compared to other countries. Also the ecommerce companies face
logistic issues. As a start up this issue is more pressing. In addition to this the long
held habit of Indian consumers to see and inspect what they are buying makes them
doubtful of the ecommerce. Also the major part of ecommerce business is limited
to the urban areas and excludes the rural areas and the major portion of the
population is still rural hence, there is a need to make ecommerce inclusive of rural
areas and population. Hence, there is a need to frame a strategy to make the Indian
economy more conducive to the new and upcoming ecommerce market and
accommodate in the economy.

COMPANY PROFILE

[Link], Inc., doing business as Amazon is an American electronic

commerce and cloud computing company based in Seattle, Washington, that was
founded by Jeff Bezos on July 5, 1994. The tech giant is the largest Internet retailer
in the world as measured by revenue and market capitalization, and second largest
after Alibaba Group in terms of total sales. The [Link] website started as an
online book store and later diversified to sell video downloads/streaming, MP3
downloads/streaming, audio book downloads/streaming, software, video games,
electronics, apparel, furniture, food, toys, and jewelry. The company also
produces consumer electronics—Kindle e-readers, Fire tablets, Fire TV, and Echo
—and is the world's largest provider of cloud infrastructure services (IaaS and
PaaS). Amazon also sells certain low-end products under its in-house brand
Amazon Basics.

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Amazon has separate retail websites for the United States, the United Kingdom and
Ireland, France, Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil,
Japan, China, India, and Mexico. In 2016, Dutch, Polish, and Turkish language
versions of the German Amazon website were also launched. Amazon also offers
international shipping of some of its products to certain other countries.

In 2015, Amazon surpassed Wal-Mart as the most valuable retailer in the United
States by market capitalization. Amazon is the fourth most valuable public
company in the world (behind only Apple, Alphabet, and Microsoft), the
largest Internet company by revenue in the world, and after Walmart, the second
largest employer in the United States. In 2017, Amazon acquired Whole Foods
Market for $13.4 billion, which vastly increased Amazon's presence as a brick-and-
mortar retailer. . In 2018, for the first time, Jeff Bezos released in Amazon's
shareholder letter the number of Amazon Prime subscribers, which at 100 million,
is approximately 64% of households in the United States.

Amazon Corporate Vision Statement

Amazon’s corporate vision is “to be Earth’s most customer-centric company,

where customers can find and discover anything they might want to buy
online.” This vision statement underscores the business organization’s main aim
of becoming the best e-commerce company in the world. In this regard, the
following characteristics are identifiable in Amazon’s corporate vision
statement:

1. Global reach
2. Customer-centric approach
3. Widest selection of products

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Amazon Corporate Mission Statement

Amazon’s mission statement is “We strive to offer our customers the lowest
possible prices, the best available selection, and the utmost convenience.” This
corporate mission promises attractive e- commerce services to satisfy target
customers’ needs. The company focuses on the variables of price, selection, and
convenience. In this regard, the following characteristics are identifiable in
Amazon’s corporate mission statement:

1. Lowest prices
2. Best selection
3. Utmost convenience

HISTORY

The company was founded as a result of what Jeff Bezos called his "regret
minimization framework," which described his efforts to fend off any regrets for
not participating sooner in the Internet business boom during that time. In 1994,
Bezos left his employment as vice-president of D. E. Shaw & Co., a Wall Street
firm, and moved to Seattle, Washington, where he began to work on a business
planfor what would become [Link].

On July 5, 1994, Bezos initially incorporated the company in Washington State

with the name Cadabra,[Link] later changed the name to [Link], Inc. a few
months later, after a lawyer misheard its original name as "cadaver". [18] In
September 1994, Bezos purchased the URL [Link] and briefly considered
naming his online store Relentless, but friends told him the name sounded a bit

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sinister. The domain is still owned by Bezos and still redirects to the retailer.

Choosing a name

Bezos selected the name Amazon by looking through the dictionary; he settled on
"Amazon" because it was a place that was "exotic and different", just as he had
envisioned for his Internet enterprise. The Amazon River, he noted, was the
biggest river in the world, and he planned to make his store the biggest bookstore in
the world.[21] Additionally, a name that began with "A" was preferential due to the
probability it would occur at the top of an alphabetized list. Bezos placed a
premium on his head start in building a brand and told a reporter, "There's nothing
about our model that can't be copied over time. But you know, McDonald's got
copied. And it's still built a huge, multibillion-dollar company. A lot of it comes
down to the brand name. Brand names are more important online than they are in
the physical world."

Online bookstore and IPO

After reading a report about the future of the Internet that projected annual web
commerce growth at 2,300%, Bezos created a list of 20 products that could be
marketed online. He narrowed the list to what he felt were the five most promising
products, which included: compact discs, computer hardware, computer software,
videos, and books. Bezos finally decided that his new business would sell books
online, due to the large worldwide demand for literature, the low price points for
books, along with the huge number of titles available in print. Amazon was founded
in the garage of Bezos' rented home in Bellevue, Washington. Bezos' parents
invested almost $250,000 in the start-up.

In July 1995, the company began service as an online bookstore. The first book
sold on [Link] was Douglas Hofstadter's Fluid Concepts and Creative

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Analogies: Computer Models of the Fundamental Mechanisms of Thought. In the

first two months of business, Amazon sold to all 50 states and over 45 countries.
Within two months, Amazon's sales were up to $20,000/week. In October 1995, the
company announced itself to the public. In 1996, it was reincorporated in Delaware.
Amazon issued its initial public offering of stock on May 15, 1997, at $18 per
share, trading under the NASDAQ stock exchange symbol AMAZON.

Barnes & Noble sued Amazon on May 12, 1997, alleging that Amazon's claim to
be "the world's largest bookstore" was false because it "...isn't a bookstore at all. It's
a book broker." The suit was later settled out of court and Amazon continued to
make the same claim. Walmart sued Amazon on October 16, 1998, alleging that
Amazon had stolen Walmart's trade secrets by hiring former Walmart executives.
Although this suit was also settled out of court, it caused Amazon to implement
internal restrictions and the reassignment of the former Walmart executives.

In 1999, Amazon first attempted to enter the publishing business by buying a

defunct imprint, "Weathervane", and publishing some books "selected with no
apparent thought", according to The New Yorker. The imprint quickly vanished
again, and as of 2014 Amazon representatives said that they had never heard of it.
Also in 1999, Time magazine named Bezos the Person of the Year when it
recognized the company's success in popularizing online shopping.

Merchant partnership

Until June 30, 2006, typing [Link] into a browser would bring up
Amazon .com's "Toys & Games" tab; however, this relationship was terminated
due to a lawsuit. Amazon also hosted and managed the website for Borders
bookstores but this ceased in 2008. From 2001 until August 2011, Amazon hosted
the retail website for Target.

[Link] operates retail websites for Sears Canada, Bebe Stores, Marks &
Spencer, Mother care, and Lacoste. For a growing number of enterprise clients,

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including the UK merchants Marks & Spencer, Benefit Cosmetics' UK entity,

[Link] and Mother care, Amazon provides a unified multichannel platform
where a customer can interact with the retail website, standalone in-store terminals
or phone-based customer service agents. Amazon Web Services also powers AOL's
Shop@AOL.

On October 18, 2011, [Link] announced a partnership with DC Comics for

the exclusive digital rights to many popular comics, including Superman,
Batman, Green Lantern, The Sandman, and Watchmen. The partnership has
caused well-known bookstores like Barnes & Noble to remove these titles from
their shelves.

In November 2013, [Link] announced a partnership with the United States

Postal Service to begin delivering orders on Sundays. The service, included in
Amazon's standard shipping rates, initiated in metropolitan areas of Los Angeles
and New York due to the high-volume and inability to deliver timely, with plans to
expand into Dallas, Houston, New Orleans and Phoenix by 2014.

In July 2016, [Link] announced a partnership with the UK Civil Aviation

Authority to test some of the technologies and may use delivery service via prime air
drone in the future.

In June 2017, Nike confirmed a partnership with Amazon, stating it to be in an

initial phase where they'll be selling goods on Amazon.

As of October 11, 2017, Amazon Fresh sells a range of Booths branded products for
home delivery in selected areas.

PRODUCT AND SERVICES

Amazon .com's product lines available at its website include several media (books,
DVDs, music CDs, videotapes and software), apparel, baby products, consumer
electronics, beauty products, gourmet food, groceries, health and personal-care
items, industrial & scientific supplies, kitchen items, jewelry, watches, lawn and

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garden items, musical instruments, sporting goods, tools, automotive items and toys
&games.

Amazon is now gearing up in India to play a role in the grocery retail sector aimed
at delivering customer needs.

[Link] has a number of products and services available, including:

 Amazon Fresh

 Amazon Prime

 Amazon Web Services

 Alexa

 App store

 Amazon Drive

 Echo

 Kindle

 Fire tablets

 Fire TV

 Video

 Kindle Store

 Music

 Music Unlimited

 Amazon Digital Game Store

 Amazon Studios

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 Amazon Wireless

WEBSITE
The domain [Link] attracted at least 615 million visitors annually by 2008.
Amazon attracts over 130 million customers to its US website per month by the
start of 2016. The company has also invested heavily on a massive amount of
server capacity for its website, especially to handle the excessive traffic during the

Results generated by Amazon'ss earch engine are partly determined by promotional

fees.

Amazon site global availability

December Christmas holiday season.

Amazon's localized storefronts, which differ in selection and prices, are differentiated by
top-level
domain and country code:

S
Region Sovereignty Domain name ince

China [Link] September 2004

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Japan [Link] November 2000

Singapore [Link] July 2017

France [Link] A gust 2000

Germany [Link] October 1998

Italy [Link] November 2010

Netherlands [Link] November 2014

Spain [Link] September 2011

Europe

UnitedKingdom [Link] October 1998

Canada [Link] June 2002

Mexico [Link] A gust 2013

United States [Link] July 1995

Oceania Australia [Link] November 2013

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South America Brazil [Link] December 2012

Amazon allows users to submit reviews to the web page of each product.
Reviewers must rate the product on a rating scale from one to five stars. Amazon
provides a badging option for reviewers which indicate the real name of the
reviewer (based on confirmation of a credit card account) or which indicate that the
reviewer is one of the top reviewers by popularity. Customers may comment or
vote on the reviews, indicating whether they found a review helpful to them. If a
review is given enough "helpful" hits, it appears on the front page of the product. In
2010, Amazon was reported as being the largest single source of Internet consumer
reviews.

When publishers asked Bezos why Amazon would publish negative reviews, he
defended the practice by claiming that [Link] was "taking a different
approach ... we want to make every book available—the good, the bad and the
ugly ... to let truth loose".

There have been cases of positive reviews being written and posted by public
relations companies on behalf of their clients and instances of writers using
pseudonyms to leave negative reviews of their rivals' works.

AMAZON SALES RANK

The Amazon sales rank (ASR) provides an indication of the popularity of a product
sold on any Amazon locale. It is a relative indicator of popularity that is updated
hourly. Effectively, it is a "best sellers list" for the millions of products stocked by
Amazon. While the ASR has no direct effect on the sales of a product, it is used by
Amazon to determine which products to include in its bestsellers lists. Products

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that appear in these lists enjoy additional exposure on the Amazon website and this
may lead to an increase in sales. In particular, products that experience large jumps
(up or down) in their sales ranks may be included within Amazon's lists of "movers
and shakers"; such a listing provides additional exposure that might lead to an
increase in sales. For competitive reasons, Amazon does not release actual sales
figures to the public. However, Amazon has now begun to release point of sale data
via the Nielsen Book Scan service to verified authors. While the ASR has been the
source of much speculation by publishers, manufacturers, and marketers, Amazon
itself does not release the details of its sales rank calculation algorithm. Some
companies have analyzed Amazon sales data to generate sales estimates based on
the ASR, though Amazon states:

Please keep in mind that our sales rank figures are simply meant to be a guide of
general interest for the customer and not definitive sales information for publishers
—we assume you have this information regularly from your distribution sources.

Chapter-3
Review of Literature

In this research we are considering some literature review based on some articles
which is related to the title of the study.

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Nandhini Bala Subramanium (2017) “A comparative study on

customer satisfaction between Amazon and flipkart customers in
an education institutions”. The objective of this study was to
identify the respondents perception towards amazon and flipkart
shopping and also to compare the customer satisfaction level and
the post graduate student of the educational institution have been
taking for the study and in the finding they found that Amazon has
highly quality and product variety when compared to flipkart and
the evident that they convey was both provide equal service in
terms of payment facility.
1) Taweerat Jiradilok and other (2014) “The impact of customer satisfaction
on online shopping purchasing: A case study analysis in Thailand”. This
research was used conceptual framework and aims to investigate the
relationship of the antecedent factor in Online shopping and they used the
statistical tools like multi regression to compared the occurrences of the
hypothesis, and the study reveals that people mostly value assurance and
empathy as the most influential dimension and also shows that variety
,website system quality and tangibility have no influence on purchasing
intention in customers decision even though the respondents were quite
satisfied with the dimensions.

2) Dr. A.B Santhi (2017) “A study on the customer satisfaction towards

Online Shopping in Tirupati Town”. This research was been undertaken to
know the factors influencing customer satisfaction. The objective of this
study is to understand the demographic factor affecting
customersatisfactionwithrespecttoonlineshoppinginIndiaandalsodescriptive
research used in this research, in findings they come out with result that the
respondents are becoming more internets savvy every day and also they are

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ready to purchase the high quality product as well.

3) Vikash and Vinod Kumar (2017) “A study on customer Perception towards
Online Shopping”. In this research they found out that customer perceived
online shopping with positive frame of mind and another fact they find out
that customers pertain to convenience, satisfaction and product availability
all these factors shows that online shopping provides convenience to the
customer and online shopper prefer because these revealed from the effort
of going to the market and purchase the product and finally concluded that
there is a positive perception toward onlineshopping.
4) Orbit-biz-dictum (2016) “A Study of behavior of consumer towards online
shopping” the author found out that the most motivating factor which
influenced the online shopping was convenience followed by time saving
and price, and according to the study Flipkart is the most favorite shopping
site of the respondent and the majority of the respondent are willing to
spend Rs.1000-3000 on a single online purchase. The suggestion orbit
made in this research is for the customer awareness that one of the safety
aspect of using credits cards online is quit not safe in case of disputed
credit card payment for onlinetransactions.
5) Sharon Rudansky-kloppers (2014) “Investigating factors influencing
customer online buying satisfaction in south Africa” the primary objective
of this study was to investigate factors that influence customer online
buying satisfaction, and the secondary objective is to determine whether
technology factors, such as security, websites ease of use, and privacy etc.
in this research developed a model which encompasses the factor namely,
technology shopping, product and logistic factor. The result found out that
product variety has an influence on referring someone to an online
shopping website. The finding in this study give more valuable insight for
online retailer in order to design effective market which can convert
potential customer into real or to retainthem.

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6) Ashish Bhatt (2014) “Customer attitude towards Online shopping” this

research purely adopted on descriptive research and exploratory and the
objective they set is to study the attitude of consumers toward E-shopping
based on consumer behavior, belief preferences and opinions. Flipkart has
highly significance which means customer merely preferred to flipkart
application and the result of this study shows that mode of payment is
dependent upon income of the respondents.
7) Durgesh Agnithotri (2015) “A study on customer preference and attitude
toward major E-floor with special reference to Kanpur”. In this previous
research they developed an objective to find out parameter through which a
customer prefer on online shopping website and also to identify the
problem faced by customer in online shopping and for interpretation he
used One way Anova to check the homogeneity of variance between the
assumption made and they found out that E-floors are preferred because of
authenticity or variety, after sales service, better delivery service and
reachability and give suggestion that, if they need to make online shopping
more convenient, so they can increase their customerbase.
8) [Link] Meera and other (2017) “Preference of customers towards
online shopping application in the market and the objective of this research
study is to study the factors influence the users to buy through shopping
application and they used primary as well as secondary method for
collecting data and they found out that customer are satisfied by the
Flipkart shopping application and most of the respondent prefer online
shopping for the wide choice of goods.
9) Mohammad Jamaluddin (2015) “ Consumer preferences on online
purchasing” he developed to measure the attitude of the Bangladeshi
people toward online shopping, he found out from extensive survey that
there is overall positive reaction towards online shopping and this positive
reaction mainly arises due to convenience in terms of less time consuming

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and hassle free shopping. and also Age, gender, professional, occupation,
family structure and ICT familiarity are found as the critical factor for
preferring Online shopping.

CHAPTER 4

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1.4. RESEARCH METHODOLOGY

1.4.1. RESERCHDESIGN

The study is purely descriptive research as it sought to identify the complacency

level of customers based on the respondent responses. Descriptive research is
involves collecting data in order to answer research questions concerning the
current status of the study.

1.4.1. Method of Collecting Data

The data are collected from the secondary data and there is no other information
which collects from primary source. The internal sources of secondary data
where the data is collected:-
 Sales Report

 Financial Statements

 Customer details, like name, age, contact details ,etc.

 Company information

 Reports and feedback from a dealer, retailer, and distributor

 Management information system

There are several external sources from where the secondary data are collected. These are:
 Government censuses, like the population census, agriculture census, etc.

 Information from other government departments, like social security, tax records, etc.

 Business journals

 Social Books

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 Business magazines

 Libraries

 Internet, where wide knowledge about different areas is easily available.

RESEARCH INSTRUMENT
For the purpose or the merits of this Research work questionnaire and interviews
were used a questionnaire is list of highly structured question written and handed
over to respondents to provide relevant answers or solution to the questions. An
interview is structured or unstructured way of obtaining information on a focus
content.

The two type of questionnaire were used in the project. These are the open- ended
and close- ended of question.

Open-ended questions do not limit the respondents’ to select answer from arrange
of alternative’s or simple answer categories for each question but to represent their
own subjective news about issues freely. This allowed respondents to provide
answer to own way or opinions freely.

Close-ended question provide a way of alternatives or simple answer categories for

respondents to make a choice from. This provides an easy basis to analyses
responses from respondents
PROCEDURE FOR DATA COLLECTION
 A combination of both primary and secondary methods of collection data was used,
as indicated questionnaire was designed to one hundred and twenty (60) customers.
The essence was together from the customer’s viewpoints, information on the level
and standards of service quality offer by AMAZON, their understanding of services
quality and customer satisfactions, the dimensions of service quality and how they

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impact on customer satisfactions.

 Primary or original data was collected by the researcher from the field personally
for the purpose of the research work. It was carried out mainly through the use of
questionnaire to obtain original or fresh data for the purpose of answering the
research questions or problems.
 Secondary method or data was use to ensure completeness of the project. And also
helpful in searching about the society’s ancient history and through the office
financial information was collect. It involves the consultation and use of articles
from the daily newspapers, and management report from the internet.

 The Published data was available in publication of governments, technical and

trade journal, public record, statistical and historical document. Unpublished data
was found through dairies, or websites, AMAZON relevant report and other
Documentarymaterials.
 The secondary data was to supplement the information and explanations which the
source could not provide for the projectwork.
 The data may be circulated from the Google doc and completed from severalrespondents.

METHODS OF DATA ANALYSIS

 For the purpose of analysis data as a way of comparing, contrasting and describing
such data, descriptive statistics was used.
 The collect was enhanced pictorially in the presentation with the aid of the tables,
chart and graphs.

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CHAPTER 5

DATA ANALYSIS AND INTERPRETATION

INTRODUCTION

 This chapters show the presentation and analysis of data collect from questionnaires
administered to get sample opinions the customers and members who patronize the
service of Amazon. They include the profile of respondents, and level of consumer
expectation towards the service quality and customer satisfaction in Amazon.
 The analysis and presentation of data collected is a true reflection of the customers.
The analysis is been presented in the form of chart tables and graphs.

Table No 1.

[Link] GENDER NO. OF PERCENTAG

RESPONDEN ES OF
T RESPONDENTS
1 MALE 56 47%
2 FEMALE 64 53%
TOTAL 120 100%

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INFERENCE:
This table shows the numbers of males and females’ respondents, 47% of the
respondents were found to be males, with the females constituting 53% from the
various area or places. This means majority of the respondents were female.

Chart.1

No of Respondent
MALE
23%

TOTAL
50%

FEMALE
27%

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Table.2
Age Distribution of Respondent
[Link] Age range No of respondents Percentage
1 15-14yrs 12 10%
2 20-29yrs 42 35%
3 30-39yrs 12 10%
4 40-49yrs 30 25%
5 50-59yrs 24 20%
Total 120 100%
INFERENCE:

From the above table the majority of the respondent are came from the age range of 20-.29.

CHART NO.2: AGE DISTRIBUTION GRAPH

45
40
35
30
25
20
15
10
5
0
15-14yrs 20-29yrs 30-39yrs 40-49yrs 50-59yrs

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TABLE 3

PROFESSION OF THE RESPONDENT

[Link] Profession No. of respondents Percentage

1 Students 48 40%
3 Business 24 20%
4 Private Employees 36 30%
5 Govt. Employees 12 10%
Total 120 100%

INFERENCE:

From the above table the majority of the respondent was collected from the students
with a percentage of 40%, and the lowest response was collect from Govt.
Employees with a percentage of 10%.

Chart No.3

Profession
Students Business
Private Employees Govt. Employees
10%
40%

30%

20%

TABLE 4

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1. How long you are using shopping by Amazon?

[Link] PARTICULAR [Link] PERCENTAGE
RESPONDENT
1 Less than 1month 24 20
2 1-6 Month 30 25
3 6-12month 24 20
4 More than 1year 42 35
Total 120 100%

INFERENCE:

From the above table, the majority of the respondents say that they are using the
product of Amazon for more than one year.

Chart no.4 .

45
40
35
30
25
20
15
10
5
0
Less than 1month 1-6 Month 6-12month More than 1year

TABLE NO.5
2. How much time you spend on online shopping?

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[Link] PARTICULAR [Link] PERCENTAGE

RESPONDENT
1 Everyday 12 10
2 Twice a month 24 20
3 Weekly Once 36 30
4 Once a month 12 10
5 Every 2 or 3 month 36 30
Total 120 100%

INFERENCE:

From the above table 10% of respondent are spending everyday on online shopping
and 20% of respondent are spending twice a month in online shopping.10% of
respondent are spending once a month on online shopping, and weekly once only
30% and 10% on everyday basis.
Chart no.5

40
30
20
10
0
ay th nc
e th th
r yd on O on on
m m m
Ev
e a kly a 3
ice ee ce or
Tw W On y2
er
Ev

TABLE NO.6

3. What are the main reasons you preferred Amazon for shopping?

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[Link] PARTICULAR [Link] PERCENTAGE

RESPONDENT
1 Less price 12 10
2 Good quality 24 20
3 Fast delivery 36 30
4 Standard 12 10
5 More option 36 30
Total 120 100%

INFERENCE:

The majority of the respondent is that, the reason for preferred Amazon shopping is
based on the fast delivery of the product to the customers.

Chart no.6

40
35
30
25
20
15
10
5
0
Less price Good qualityFast delivery Standard More option

Table no.7

4. How much you can spend for shopping on Amazon?

[Link] PARTICULAR [Link] PERCENTAGE

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RESPONDENT
1 Under 500 12 10
2 501-1000 24 20
3 1001-1500 36 30
4 1501-2000 12 10
5 Above than 2000 36 30
total 120 100%

Chart no.7

40
35
30
25
20
15
10
5
0
00 00 50
0
00
0 00
r5 10 1 2 20
de 1- 1- 1- an
Un 50 10
0
15
0 th
e
ov
Ab

Table no.8

5. Are you shopping with Amazon based on?

[Link] PARTICULAR [Link] PERCENTAGE

RESPONDENT
1 Discount and offers 12 10

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2 Product quality 24 20
3 Availability 36 30
4 Fast delivery 12 10
5 Fair deal 36 30
Total 120 100%
INFERENCE:

From the above table customers are purchased product from amazon based on
the availability and the fair deal of the service.

Chart no.8

40
35
30
25
20
15
10
5
0
s ty y y l
er ali lit er ea
o ff u l abi eliv i r d
d tq va
i d Fa
t an duc A ast
n o F
ou Pr
isc
D

Table no.9
6. What is the mode of payment you usually preferred the most?

[Link] PARTICULAR [Link] PERCENTAGE

RESPONDENT
1 Credit card 24 20
2 Debit card 24 20
3 Cash on delivery 54 45
4 Net banking 18 15
5 other 0 0
Total 120 100%

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INFERENCE:

From the above data usually customer are preferred cash on delivery, which is more
preferable mode of payment.

Chart no.9

Mode of Payment
60
50
40
30
20
10
0
Credit card Debit card Cash on delivery Net banking other

Table no.10

7. Why you are choosing Online shopping instead of offline shopping?

[Link] PARTICULAR [Link] PERCENTAGE
RESPONDENT
1 Save time 30 25
2 Wide choices 24 20
3 Easy to find product 18 15
4 Discount and offers 30 25
5 Home Delivery 18 15
Total 120 100

INFERENCE:

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From the above data 25% of the respondent response that online shopping is
saving time and 20% says that they choose based on wide choices and 15%
response that ease to find product and 25% response that discount and offers and
15% response that home delivery.
Chart no. 10

30
25
20
15
10
5
0
e
ce
s ct er
s
er
y
e tim oi odu off le iv
v h pr
Sa ec d an
d
eD
id fin t m
W n o
to ou H
asy si c
E D

Table no.11
8. What is the uniqueness in service of Amazon which satisfied you as compared to
other shopping Applications?
[Link] PARTICULAR [Link] PERCENTAGE
RESPONDENT
1 Reasonable return or exchange 6 5
policy
2 Quality product 24 20
3 Fast delivery 42 35
4 Transaction security 12 10
5 others 36 30
Total 120 100%

INFERENCE:
From the above information, majority of the respondent have says that due to the fast

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delivery of Amazon service is the uniqueness as compared with other online shopping
application.
Chart no.11

40
30
20
10
0
t

rs
y
y

y
uc

r it
lic

er

he
od

liv
po

cu

ot
de

se
pr
ge

on
st
ty
an

Fa
ali

cti
ch

Qu

sa
ex

an
or

Tr
rn
tu
re
le
ab
on
as
Re

Table no.12
9. What are the sources which make you purchased product from Amazon?

[Link] PARTICULAR [Link] PERCENTAGE

RESPONDENT
1 Family and friends 42 35
2 Online advertisement 24 20

3 Promotion emails 12 10
4 Print & broadcast Ad 6 5
5 Others 36 30
Total 120 100%

INFERENCE:
From the above information the sources which makes the customers purchased a product
through Amazon is Family and friend source.

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Chart no.12

45
40
35
30
25
20
15
10
5
0
t
ds

rs
s

d
en

ail

tA

he
en

em

em

as

Ot
fri

dc
tis

on
d

oa
er
an

oti
dv

br
ily

om
ea

t&
m

Pr
lin
Fa

in
On

Pr

Table no.13

10. Overall, what make you fully satisfied the most while shopping with Amazon?
[Link] PARTICULAR [Link] PERCENTAGE
RESPONDENT
1 Less price 12 10
2 Discount & offer 24 20
3 Fast delivery 36 30
4 Transaction 12 10
security
5 Quality product 36 30
Total 120 100%
INFERENCE:
From the above information, respondent are fully satisfied with the fast del very of Amazon,
and quality of the product as well.

Chart no.1

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40
35
30
25
20
15
10
5
0
e er y ity ct
ric off er ur du
p le iv c o
ss & d se r
Le nt st on yp
ou Fa cti la it
c
Di
s sa Qu
an
Tr

Table.14
[Link] Questions Strongly Agree Neutral Strongly Disagree Total
Agree Disagree
1 Level of 72 24 4 6 14 120
satisfaction
Based on
price
Percentage (%) 60 20 3 5 12 100
2 Reasonable 60 24 12 12 12 120
return and
Exchange
Policy
Percentage (%) 50 20 10 10 10 100
3 Estimated 50 36 18 12 6 120
delivery
given at
time
Percentage (%) 35 30 15 10 5 100
4 Able to 60 24 24 6 6 120
retain or

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regular
customer
Percentage (%) 50 20 20 5 5 100
5 Overall 72 24 4 6 14 120
experience
in Amazon
Percentage (%) 60 20 3 5 12 100

Chart no.14

80

70

60

50
Level of satisfaction Based on
40 price
Reasonable return and Exchange
30 Policy
Estimated delivery given at time
20 Able to retain or regular
customer
10 Overall experience in Amazon

0
ee
ee

ee
l
ra
re
gr

gr

gr
ut
Ag

sa

sa
A

Ne

Di

Di
ly
ng

ly
ro

ng
St

ro
St

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CHAPTER 6

FINDING, SUGGESTION, CONCLUSION

FINDING:

 More females are given respondent to the questionnaires as compare to male

with47%.
 The majority of the respondent are came from the age range of 9 to 20years.
 The data was collected from students with 40% and the lowest
response was collected from professional and house wife with
the7%.
 Majority of the data collected from the customer income range of above80000.
 The data collected from married customer with 63% and 43% from single.
 The majority of respondent response that they are using the product of
Amazon more than 1year.
 Most of the respondent spend on online shopping only twice a month.
 The main reason for prefer Amazon is due to first delivery.
 Most of the respondent spend around 1000 to 1500 for shopping with Amazon.

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 The customers are shopping Amazon based on availability of the product.

 Refine out that most of the customers are prefer cash on delivery while
purchase on Amazon.
 Customer are use online shopping because it save time of the customer.
 The uniqueness of the Amazon application as a compare to other
online application because of fast delivery.
 The sources which make the customer purchase product from
Amazon is due to family and friend source.
 The overall satisfaction of customer based on the fast delivery and quality of
the product.
 While Purchase on Amazon according to customer price is fully matter.
 Customer are strongly agree with the reasonable return and exchange policy of
Amazon.
 Customer are fully satisfied with the delivery services because they received
product on time.
 Most of the respondent are agree to be regularly and loyal customer on
Amazon.
 Based on the overall experience with Amazon customer are fully
satisfied with the product, services and other commodities.

SUGGESTION:

The researcher has made personal contact with the respondents who have purchased
products and services through online. It is concluded that most of the respondents
have a good opinion about online shopping, though there are so many problems to
be improved by the vendors and service providers

These suggestions are as follows:

 As there are no proper laws for online purchases, they have to be

implemented to prevent the anonymous intruders. This will help to
maintain security and private information properly concerning the
respondents. So the website developers and service providers should

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take necessary steps to overcome this problem.

 Web based technologies upgrades creative conceptualization that

would improve the response from technology savvy consumers. So
the firms have to invest in such new technologies.

 Internet environment has to be improved in the areas of art, dynamic

and interactive techniques. This improvement will give more visual
appeal.

 In most of the websites the given information, features about the

product on the website and product received from the online vendor
are different. This will create lack of customer satisfaction. So the
online vendor should take necessary steps before dispatching the
products to the consumer site. It creates good opinion about the online
vendor and creates repurchasing power of the respondents.

 Even though consumers are educated they are not interested to

purchase products through online because of infrastructure shortage,
they do not know how to order the production line and they have lack
of confidence on payments. So the vendor companies and online service
providers have to create awareness to consumers as how to order the product
online

CONCLUSION:

In the past, consumers had sufficient time to visit shopping centers, searching for
various products. Many consumers prefer bargaining and decide the purchases after
physical examination of the commodities.

The entire process can range from a few hours to weeks depending on the product,

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quantity, quality and source of purchase. Today there is radical change in the entire
scenario. Everything in today’s world is Internet oriented like Electronic Data
Interchange, E-Mail, E-Business and E- Commerce. E-Commerce is exchange of
information using network-based technologies. In the present high cost situation, e-
Commerce can be used as a competitive strategy. It successfully includes the entire
online process of developing, marketing, selling, delivering, servicing and paying
for products and services.

Online shopping is a vast growing technology. If it is properly utilized with assured

safety and security for the transactions, it will thrive into a highly competitive and
dynamic environment.

Online shopping is becoming more popular day by day with the increase in the
usage of World Wide Web known as www. Understanding customer’s need for
online selling has become challenge for marketers. Specially understanding the
consumer’s attitudes towards online shopping, making improvement in the factors
that influence consumers to shop online and working on factors that affect
consumers to shop online will help marketers to gain the competitive edge over
others.

In conclusion, having access to online shopping has truly revolutionized and

influenced our society as a whole. This use of technology has opened new doors
and opportunities that enable for a more convenient lifestyle today. Variety, quick
service and reduced prices were three significant ways in which online shopping
influenced people from all over the world. However, this concept of online
shopping led to the possibilities of fraud and privacy conflicts. Unfortunately, it has
shown that it is possible for criminals to manipulate the system and access personal
information. Luckily, today with the latest features of technology, measures are
being taken in order to stop hackers and criminals from inappropriately accessing
private databases. Through privacy and security policies, website designers are
doing their best to put an end to this unethical practice. By doing so, society will

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continue to depend upon online shopping, which will allow it to remain a

tremendous success in the future.

REFERENCES

 Palmer, Kimberly, More Consumers Using Tablets to Holiday Shop

Study". December 8, 20112.
 Peterson RA, Balasubramanian S, Bronnenberg BJ. Exploring the
implications of the Internet for consumer marketing. Retrieved June,
28, 1997.3.
 "Nielsen Global Online Shopping Report". [Link]. 2010-06-
29. Retrieved 01, 19, 2012. 4. CampbellDJ.
 Task complexity: A review and analysis. Academy of Management
Review, 13, 1, 1998. 5. Stephen F. King enJuhn-ShiuanLiou,
 "A framework for internet channel evaluation", International Journal of
Information & Management. March, 24,2004.

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