A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING

AND OFFLINE SHOPPING WITH SPECIAL REFERENCE TO THE DISTRICT

OF KOLLAM

A dissertation submitted to
UNIVERSITY OF KERALA
In partial fulfillment of the requirements for the award of the degree
BACHELOR OF COMMERCE
With Computer Application
Submitted by, Registration No.
AMAL SAJAN 13819824004
AYISHA SHAJAHAN 13819824010
GOUTHAM KRISHNAN.K 13819824015

Course code: CC 1645

Under the guidance of
Mrs. RENJINI R.V
Assistant professor
Department of commerce

COLLEGE OF APPLIED SCIENCE (IHRD), KUNDARA

[Affiliated to university of Kerala]
2019-2022
 DECLARATION
We, the students of college of applied science, kundara, hereby declare that the
destination entitled “A STUDY ON CUSTOMER SATISFACTION TOWARDS
ONLINE SHOPPING AND OFFLINE SHOPPING WITH SPECIAL REFERENCE
TO DISTRICT OF KOLLAM” is the report of the bona fide work done by us in partial
fulfillment of the requirement of Bachelor degree in Commerce of the university of
Kerala under the guidance of our tutor and guide [Link].R.V I also declare that this
project report or any part of it had not been submitted to any university/statutory Board
for the award of any degree/Diploma or similar title

1. AMAL SAJAN

2. AYISHA SHAJAHAN

3. GOUTHAM KRISHNAN.K

Place: Kundara
Date: 1/04/2022
 COLLEGE OF APPLIED SCIENCE, KUNDARA
Managed by IHRD

[Affiliated to Kerala University]

CERTIFICATE
This is to certify that the dissertation entitled “A STUDY OF CUSTOMER
SATISFACTION TOWARDS ONLINE SHOPPING AND OFFLINE SHOPPING
WITH SPECIAL REFERENCE TO KOLLAM DISTRICT ”is a bona fide report of
the project work carried out by the students AYISHA SHAJAHAN, AMAL SAJAN and
GOUTHAM KRISHNAN.K in partial fulfillment of the requirements for the award of
the degree of Bachelor of commerce of the university of Kerala under my guidance
and supervision and it has not previously formed the basis for the award of any degree,
diploma for other title of recognition.

[Link].S Mrs. Renjini.R.V

Head of the Department Assistant professor
Department of commerce

EXTERNAL EXAMINER

1.

2.
 ACKNOWLEDGEMENT
First and foremost, we concede the surviving presents and the flourishing
refinement of Almighty God for his concealed hand yet substantial supervision are
through the project.

We extent our sincere gratitude to our respected principal [Link] R k,

College of Applied science, kundara For her countenance towards the successful
accomplishment of our course.

We are thankful to Smt. Renjini.R.V, lecturer, Department of commerce for

her kind co operation and technical support rendered by her in making our project a
success.

It is our foremost duty to thank all of our respondents, without which this
project would not have been possible.

Above all would like to express our thanks to all friends for their valuable
comments and suggestions for making this work a success.

AMAL SAJAN 13819824004

AYISHA SHAJAHAN 13819824010
GOUTHAM KRISHNAN.K 13819824015
 ABSTRACT

The study tries to recognize that, how consumer measure channels for their purchasing.
Specifically, it progresses a conceptual model that addresses consumer value perception
for using the internet shopping versus the traditional shopping. Earlier study showed that
perceptions of price, product quality, service quality and threat strongly impact perceived
value and purchase intents in the offline and online network. Observations of online and
offline buyers can be evaluated to see how value is constructed in both channels. It is
hitherto to recognize what factors influence online and offline shopping choice
progression. The objective of this study is to provide an impression of online shopping
decision process by comparing the offline and online decision making and identifying the
factors that motivate customers to decide whether to do online shopping or go for the
offline shopping. Consumer’s shop when and where they want, where they are
comfortable with the products and the choice of shopping. The study finds that female are
more into online shopping than male. Since last two years as population are more aware
of the technology the online shopping increased immensely. The people from the age
group 35 and above are less likely to do online shopping because they are less aware of
the technology. However the respondent said that they will love to purchase from online
shopping if only the price of the product is less than the market. They revealed that it is
fairly important to go for e-shopping.
 CONTENTS

CHAPTER TITLE PAGE

NO

1 INTRODUCTION 1-6

2 THEORECTICAL FRAME WORK 7-20

3 21-50
DATA ANALYSIS AND INTERPRETATION

51-56
4 SUMMARY OF FINDINGS,SUGGESTIONS
AND CONCLUSION

BIBLIOGRAPHY 57-60

APPENDIX QUESTIONNAIRE 61-64

 LIST OF TABLES

TABLE NO TABLE NAME PAGE NO

3.1 Age wise Calculation 22
3.2 Gender wise classification 23

3.3 Family wise classification 24

3.4 Occupation wise classification 25

3.5 No: Of Respondents Purchasing From Online Wise 26
Classification
3.6 Classification On The Basis Of Favorite Shopping Site 27
3.7 Respondents of f Important Criterias Of Buy In Offline 28
Shopping
3.8 Classification Is Based On Reason For Choosing Online 29
Shopping
3.9 Online Shopping Can Provide More Facilities Than 30
Offline Shopping
3.10 Classification Based On The Modes Of Payment 31
3.11 Respondents of reason for choosing offline shopping 32
3.12 Respondents of online shopping gives more information 33
compared to offline shopping
3.13 Family member who usually go for shopping 34
3.14 Classification on the basis of types of products purchased 35
3.15 Respondents Awareness Classification 36
3.16 Time spend for offline shopping 37
3.17 Factors Influencing Respondents Preference Wise 38
Classification
3.18 Customer Satisfaction 39
3.19 Respondents Of Never Purchased From Online 40
3.20 List Preparing Wise Classification 41
3.21 Types Products Purchased From Offline Wise 42
Classification
3.22 Respondents of buying products through online meet the 43
needs in real
3.23 Difficulties faced during the online purchasing wise 44
classification
3.24 Advertisement mostly attract to purchase through offline 45
wise classification
3.25 Advantages Of Online Shopping 46
3.26 Respondents on the basis of ever buy a cheaper product 47
even through its less healthy
3.27 Classification Of Items Mostly Purchased From Myntra 48
And Flipkart
3.28 Worthiness Of Products Regarding Its Money Value In 49
Relation To Money Value
3.29 Types of shopping 50
 LIST OF FIGURES

FIGURE NO FIGURE NAME PAGE NO

3.1 Age of respondents 22

3.2 Gender of the respondents 23

3.3 Family types of the respondents 24

3.4 Occupation of the respondents 25
3.5 N0:of respondents purchasing from online wise 26
classification
3.6 Favourite online shopping site of the respondents 27
3.7 Criterias of buy in offline shopping 28
3.8 Reason for choosing online shopping 29
3.9 Online shopping can provide more facility than offline 30
shopping
3.10 Modes of payment 31
3.11 Factors of choosing offline shopping 32
3.12 Information compared to online shopping and offline 33
shopping
3.13 Family member who usually go for shopping 34
3.14 Types of products order in online 35
3.15 Awareness about online purchase 36
3.16 Time spend for offline shopping 37
3.17 Factors influencing respondents preference towards 38
online shopping
3.18 Customer satisfaction on the product purchased again 39
from the same website
3.19 Reason for not purchasing from online 40
3.20 List preparing for shopping 41
3.21 Types of product purchased from online 42
3.22 Products bought through online meet the needs in real 43
3.23 Difficulties faced during online shopping 44
3.24 Types of advertisement mostly attract to purchase 45
through offline
3.25 Opinion about the greatest advertisement of online 46
shopping
3.26 Respondents on the basis of ever buy a cheaper product 47
even through its less healthy
3.27 Types of items mostly purchased from flipkart and 48
myntra
3.28 Worthiness of products in relation to money value 49
3.29 Types of shopping 50
 MODULE 1

INTRODUCTION

1
Topic :-

A study Of Customer Satisfaction towards Online Shopping And Offline Shopping with
special reference to Kollam district.

Introduction :-

Customer satisfaction is used to measure how much consumer is happy with any product,
Its quality and overall experience. Customer satisfaction plays a vital role in almost any
business. The fundamental issue which arises in front of a consumer when he/she
embarks on buying something in which mode of shopping they should choose to satisfy
themselves.

The highest question mark we have nowadays is whether online shopping is better
or offline. The ongoing debate on this issue must be clearly put out to know the exact
figures. Since some years now the online shopping industry has completely flared up to a
point where people nowadays prefer online shopping. But we cannot neglect the fact that
the traditional way of shopping is still considered the best by some.

Online shopping is a fastest growing phenomenon. Many people choose to

conduct shopping online because of the convenience. Consumers buy variety of items
from online stores.

In older days peoples choose only the traditional shopping. Because, most of them
are like to buying products they want to touching the feels of the material and also, they
couldn't trust the online shopping. Because can't touch the product, cannot bargain, delay
in the delivery and also the main reason is frauds in online shopping.

Peoples are addicted to online shopping because they can save their time and
choose their favourites products in any sites also the payments can done through UPI,
wallets, credit/debit, ATM card, Net banking, Cash on delivery EMI such types of options
are also available in these sites.

Changing life style of customers has induced them to prefer online shopping than
traditional shopping. Online shopping creates the craze among both males and females
because previously where they spend a lot of time for shopping. Today just by sitting at

2
home they can browse through many sites and choose the best deal and place order within
few minutes.

In the present day context, learning and analysing consumer behaviour is

extremely vital for the success of a business be it online or offline.

Review of Literature

Satya Bama and Ragaprabha(2009) :- In this study the features influencing online
shoppers , the study revealed that customers satisfaction on their online purchase depends
on product feature satisfaction, tangibility, empathy, effectiveness and understand ability.

Ganapathi S(2003) :- Examined customer s satisfaction towards electronic shopping in

the Tiruchirapalli district. The study was based on the questionnaire with a sample of 200
respondents The findings reveal that age, gender, and educational qualification have a
significant association with customer’s level of satisfaction towards online shopping. The
study also excludes that 24 hour service was the first satisfaction factors of the customers
towards electronic shopping

Kim and balajms (2004) :- Using as samples suggest that their positive attitude as well
as willingness to search far repurchase information lead to a strong like hood that they
will buy online. Online shoppers should have computer skills in order to use the internet
for online shopping.

Henrich and benjamin (2006) :- Examined the factors determining customers

satisfaction towards shopping and identified that factors such as website design , security,
information quality, payment method. Service quantity, produced quantity are the
important determinants of customer satisfaction in online shopping.

Pratima merugu and nandhini bagya(2009):- Analysed factors influencing student's

buying intention through internet shopping in an institution of higher Learning in
Malaysia. Factors such as usefulness, ease of use compatibility privacy, security
normative beliefs and attitude that influence students buying intention was analysed.

3
Statement of the problem

Online shopping had influenced the mind of people now a days from young to old. In
case of offline shopping going from one shop to another can be exhausting and time
consuming. It is very difficult to know the consumer behaviour about online shopping and
offline shopping. The study is conducted to compare online shopping and physical store
shopping. The study also focuses on the consumer behaviour towards these modes.

Need & Significance of the study

The increase in technology provides good opportunities to the seller to reach the
customer in much faster easier and economic way. Online shopping is emerging very fast
in recent years now a day the internet holds the attention of retail market. Millions and
millions of people shop online

On the other hand the purchasing of product from traditional market is continuing
since years. In recent years studies distinguished another non store format internet. Recent
studies investigated why consumers shop through stores, catalogs or the internet. The
study also contributes hypothetically and practically to a better understanding of
consumer behaviour, particularly the online buying decision process. The outcome of the
research will assist retailers understand why consumers search and evaluate products
online and then buy them offline and vice versa.

Objectives

 To study the satisfaction level of customer for online shopping.

 To study the customer awareness about online shopping
 To analyse the difficulty in online shopping
 To analyse the features that customer expects in online shopping
Scope

The study mainly focuses analysing the buying behaviour of e buyers. It also
helps to know the brand loyalty and the price range that people prefer most. Quality of
products, availability, mode and speed of delivery of product, shopping, return and
exchange policies is also analysed in this study, customers not only use the internet to
make purchase but also to search information about the E-marketers analysis and
understand the factors influencing Indian customers online behaviour, they can future

4
 fine their business strategies towards customer preferences. Scope of the study
includes accessibility and ease to use the product

Limitations

 The study is restricted to selected sample of online customer in region and hence the
result of the study cannot be generalized.

 This study is based on the prevailing customers. But the customers perception
may change according to time, fashion, technology, development etc.

 Collection of exact data for research is not possible because there is a gap between
what respondent say and what they actually do.

 Shortage of time.

 The Answers to the Questions is fully based on the mind set of the customers so it
is less free from bias.
Research methodology
The part of study defines all the process of data collection. When it comes to data
collection, there are two methods in general used by researchers to collect data, primary
& secondary method.

Primary Data

The primary method includes observation method, interview/questionnaire method, and

case study method. Information has been gathered from customers satisfaction on the
basis of online and offline shopping method in Kollam region. The sample is a simple
random sample and constitutes 120 respondents. People from different groups are
included in the sample and categorized into male &female, different age group, different
occupations.

Secondary Data

Secondary data refers to data which already collected. The present study is based on the
combination of both qualitative and quantitative data. Data pertaining to the performance
to the funds were drawn from secondary sources through data published in books,
journals, and websites related to online shopping sites.

5
Population size

The total population size is indefinite.

Sample size

This refers to the number of item to be selected from the total population to constitute the
sample. 120 respondents were selected as sample for the study.

Sample design

It is a definite plan for obtaining a sample from a given population. It refers to the
technique the researcher adopts in selecting items for the sample. The respondents are
selected based on random sampling method.

CHAPTERISATION SCHEME
CHAPTER 1: INTRODUCTION

This is an introductory chapter containing introduction of the topic of study,

statement of problem of the study, it’s need and significance, major objectives, literature
review which define in brief the previous studies related to the topic and methodology
used for the study.

CHAPTER 2: THEORETICAL BACKGROUND AND SECONDARY DATA

The chapter exhibits the theoretical aspects of the problem under [Link]
includes a brief description about the online and offline shopping and important aspects
of customer satisfaction.

CHAPTER 3: DATA ANALYSIS AND INTERPRETATION

This chapter presents the data under study in analytical tables and graphs.
Interpretation are made on the basis of data presented in this chapter.

CHAPTER 4: SUMMARY OF FINDINGS, CONVULSIONS AND SUGGESTIONS

This chapter summaries the major findings of the study and the final conclusion. It
also suggests strategies to improve customer satisfaction

6
 MODULE 2

THEORETICAL FRAMEWORK

7
ONLINE SHOPPING

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 or a
mobile app. Online stores usually enable shoppers to use "search" features to find specific
models, brands or items. The most convenient aspect of the internet is its time-saving
nature, making online shopping perfect for those individuals whose busy lifestyles
prevent them from visiting the high street on a regular basis.

Features of online shopping

1. A mobile website option.

2. Free or competitive shipping options.
3. Advanced navigation and search function.
4. Superior photos and image option.
5. A detailed product description
6. Customer reviews of the product.
7. A fast guest check-out option.

OFFLINE SHOPPING

Offline shopping is the traditional way of shopping being present at the

counter or shop or store. While online shopping is buying anything through the internet
from your house. People who shop online will agree that sometimes the product they
received was either too big or too small for them. When you purchase products from an
offline store, you can be sure of the size, color, defects, etc. Online shopping can at times
be disappointing, but not offline shopping.

Features of Offline shopping

1. No time delivery. Go to the store and get what you want without delay in offline
shopping.
2. Choose by experience.
3. Quick return.
4. Satisfaction of shopping.
5. Personalized recommendation from the staffs.
6. Purchase immediate products.
7. Pay by cash or other options.

8
 8. Safety.

Consumer buying Behavior

Consumer Buying Behavior refers to the actions taken (both online and offline) by
consumers before buying a product or service. This process may include consulting
search engines, engaging with social media posts, or a variety of other actions. Consumer
behavior can be defined as the decision making process and physical activity involved
acquiring, evaluating, using and disposing of goods and services.

According to Walter – “Consumer behavior is the process where by individual decides

what, where, when, how, from whom to purchase the goods and services.”

The 4 Types of Buying Behavior

1. Decision-Making.
2. Limited Decision-Making.
3. Buying Behavior.
4. Variety-seeking Buying Behavior.

Customer decision making in online shopping and offline shopping

Online consumer buying behavior is the behavior displayed by consumers in searching

for, purchasing, using and evaluating of products or services that they expect will satisfy
their needs through web media whereas offline consumer buying behavior refers to the
buying behavior of the ultimate consumer who prefers to.

DIFFERENT TYPES OF ONLINE SHOPPING MARKETING PLACE

Flipkart

9
Flipkart is an e-commerce company founded in 2007 by Sachin Bansal and Benny Bansal.
The company owns and operates an online shopping website in India. Flipkart, registered
in Singapore, has also launched its own product range under the name “Digi flip” with
products including tablets, USBs, and laptop bags. Sachin Bansal (born August 5, 1981)
is an Indian entrepreneur. He is best known as the co-founder of Flipkart, that was
acquired by Walmart (77 per cent stake) at $16 billion in 2018.

It is the largest e-commerce market in India. Flipkart is India’s top shopping app trusted
by over 100 million Indian customers for their online shopping. Now, you can buy
products from all over India at the convenience of your mobile device. This makes
shopping more convenient and rewarding for their customer. The Flipkart mobile app
alerts you to sales, new products that might interest you or special offers that are available.
As an app user, you will get every notification you need right on your smartphone, and
won’t ever miss out on any opportunity, sale or discount. Flipkart covers a wide variety of
cities and regions by auto-detecting geographic location features in the mobile app.

Amazon

Amazon was founded in the garage of Bezos’ rented home in Bellevue, Washington.
Bezos’ parents invested almost $250,000 in the start-up. It is an American multinational
technology company which focuses on e-commerce, cloud computing, digital streaming,
and artificial intelligence. The Amazon Mobile app for Android allows users to search,
browse, compare offers, read reviews and make purchases on their mobile devices
through Amazon. In. It also offers access to [Link], [Link] and other
Amazon international store. To Set up an Amazon shop, Open Store Builder to build an
online store for your brand within the Amazon store. Click on Page Manager and select
“Add a page” to add a page to your online store. Enter the page name and description, and
choose a page template. Use the Tile Manager to add and arrange content to the page.

10
The advantages of selling through Amazon are huge scale, consumer trust, website
functionality and simplicity of operations. Disadvantages include the fees, customer
service rules, competition, price wars, cost of advertising, competition from Amazon
itself, minimal control and a distant customer relationship. Amazon is successful due to
its high-quality customer experience. They offer reasonable prices, reliable shipping, a
large product catalog, safety while shopping, and they cater their products on display to
each individual consumer. While Amazon is considered a safe platform, disabling
Android security to install the Amazon App Store, a process known as side-loading, is
extremely risky.

Snapdeal

Snapdeal is an Indian e-commerce company, based in New Delhi, India. The company
was founded in February 2010 by Kunal Bahl and Rohit Bansal, alumni of The Wharton
School and Indian Institute of Technology Delhi respectively. The Capital Quest | Soft-
bank-backed Snapdeal, once worth $6.5 bn, aims for $1.5 bn IPO valuation. Snap deal is
India’s leading pure-play value Ecommerce platform. Founded in 2010 by Kunal Bahl
and Rohit Bansal, Snapdeal is one of the top four online lifestyle shopping destinations of
India. Snapdeal brings together a wide assortment of good quality and value- priced
merchandise on its platform

A brand, Snapdeal takes every possible step to ensure that its sellers are verified and they
sell only authentic products and do not deal in any sort of forged items. Snapdeal offers a
wide range of furniture online for all your home needs at low prices in India. Huge
furniture options for your living room, bedroom, kitchen & dining room, also listing
outdoor furniture, dining room furniture, storage furniture, furniture for kids room and
more.

11
Snapdeal has always had its own group of customers. They have successfully found out
their niche and this is what has led them to be a success in the highly competitive e-
commerce industry. They had earlier adopted a business model of Grouping which was
not so familiar for Indian vendors.

Meesho

Vidit Aatrey is cofounder and CEO of Meesho. Meesho is a platform in India that allows
people to resell products using their social networks. They were in the Summer 2016
batch of YC and you can check them out at [Link]. Meesho is an Indian e-
commerce company, headquartered in Bangalore, India. It was founded by IIT Delhi
graduates Vidit Aatrey and Sanjeev Barnwal in December 2015.

Meesho App, available on both Google Play Store and iOS App Store, allows anyone to
start their businesses with zero investment. It is one of the largest social commerce
platforms, especially in India in which anyone can start their online business. All a user
needs to do is resell Meesho’s products to your contacts. Meesho is a reliable apparatus
from where you can earn some money with your indulgence. The payments are made
instantaneously and such payments are safe and secure. You need to sell their products
and start earning commission decided by the sellers.

Meesho makes money by the commissions which they charged from the sellers.
Whenever any reseller sells any product on the Meesho platform, 10-20% commission
will charge from the seller of that product. Commission earned model is just like the E-
Commerce platforms such as Amazon, Flipkart, etc.

12
Ajio

Ajio app is from an Indian venture owned by Mukesh D. Ambani. Ajio app was founded
in 2016 and has grown successfully to become one amongst the popular shopping apps
like Nyka and [Link], launched in 2016, is an Indian e-commerce company
headquartered in Bangalore, India. With the trendiest, freshest, and most unique styles
from across India and the world, Ajio invites customers to express their personal style,
fearlessly.

AJIO, a fashion and lifestyle brand, is Reliance Retail’s digital commerce initiative and is
the ultimate fashion destination for styles that are handpicked, on trend and at prices that
are the best you’ll find [Link] already offers more than 2,00,000 options from
over 1,000 brands and over 50,000 exclusive styles .The 'cash on delivery' Payment
Option allows Users to make a cash-only payment to AJIO's delivery executive or logistic
partner at the time of delivery of the purchased Product to the User. Ajio has emerged as
one of the leading digital commerce platforms for fashion and lifestyle with a portfolio of
over 2,000 labels and brands and listing of over 5 lakh options.

Nykaa

13
Nykaa is an Indian e-commerce company, founded by Falguni Nayar in 2012 and
headquartered in Mumbai. It sells beauty, wellness and fashion products across websites,
mobile apps and 84 offline stores. In 2020, it became the first Indian unicorn startup
headed by a [Link] app is not from China. Neither the company was founded in
China nor is the company based in China.

Nykaa is a one stop shop for all skincare and make up lovers. They have been upping
their game by bringing all international brands to India like Huda, facsehop, wet n wild
and many more. Coming back to the question, Nykaa sells 100% authentic products
sourced directly from the brands. Nykaa is well-known for its wide range of beauty and
cosmetics products, fashion, and intimate wear that the company makes available through
its online website, app, and via its online stores. Making simple women extraordinary in
every aspect is one of the main focuses of the brand. Nykaa one can be assured of the
authenticity of the product since they’re sourced directly from the brand. Whereas with
market places like amazon and flipkart there are a million resellers selling products so one
can not figure out which products are real and which ones are fake.

Nykaa prides itself on offering a comprehensive selection of cosmetics, skincare, haircare,

fragrances, bath and body, luxury and wellness products for women and men. Nykaa has
offers well-curated, well-priced, 100% genuine and branded products, and it receives over
1 million orders per month from all over India. The young yet super successful online
beauty company has a target audience in the age group of 22 – 35, and has also launched
private labeled products in the bath and body care category, in March [Link]-tube
Marketing- Nykaa has a full-fledged

OFFLINE SHOPPING

Offline shopping is a traditional way of purchasing services or products by directly

visiting to the store/shop/ or vendor. People who shop online will agree that sometimes
the product they received was either too big or too small for them. … When you purchase
products from an offline store, you can be sure of the size, color, defects, etc. Online
shopping can at times be disappointing, but not offline shopping.

While buying offline, you can check how well the dress fits you and how is the dress
material. You hardly get the idea looking at images on your computer. You can’t feel the
texture of the cloth and if it is as per your expectation. A majority of people prefers to
purchase their products in-store (Pwc, 2016). For these people it is easier to enter a

14
physical store to find what they need, than to go through the clutter of shopping online. …
These offline shopping habits can be powerful and difficult to break. The biggest benefit
of offline shopping is that one can check the goods personally and there is no scope of
one getting disappointed with quality of product as one has checked the product
physically which is not the case with online shopping where one cannot check the quality
of the product which sometimes can lead to one gets completely different product from
the ordered product especially when one is ordering products like clothes, shoes and other
such items.

ADVANTAGES OF OFFLINE SHOPPING

 Checking of Goods Instantly

The biggest benefit of offline shopping is that one can check the goods personally and
there is no scope of one getting disappointed with quality of product as one has checked
the product physically which is not the case with online shopping where one cannot check
the quality of the product which sometimes can lead to one gets completely different
product from the ordered product especially when one is ordering products like clothes,
shoes and other such items.

 Instant Use and No Waiting Period

Another benefit of offline shopping is that one can use the products instantly unlike
online shopping where you have to wait for 1 or 2 days in order to get the product in your
hand for use.

 Personal Touch

When you go to the same shop for purchasing then you maintain good relations with the
shop owner and he or she will understand your preference, shopping habits and needs
thereby giving products accordingly which is not possible in case of online shopping. In
simple words lack of personal touch and understanding about consumer wants and
preferences is a big negative as far as online shopping is concerned.

 Quick return

Returning any product is easy in offline shopping as getting the product without delay.
Go to the store on the day they take the return and return or exchange the product
immediately.

15
  Satisfaction of shopping

As I stated earlier, getting satisfaction while shopping with friends or family or your
loved one is different. You can never get that satisfaction or joy in online shopping.

 Pay by cash or other options

It has been seen in many stores that they are providing the opportunity to pay by cash or
other options like cards, QR codes, UPI, etc. this allows people to buy more offline.

 Safety

In electronic payments, your cash may be stuck, or not paid in time. This give-and-take
policy is 0 more transparent than online payment.

DISADVANTAGES OF OFFLINE SHOPPING

 Less Choice

The biggest drawback of offline shopping is the lack of choices because physical shops
have limitations when it comes to a variety of choices of products they can provide to its
customers which is not the case with offline shopping where choices for products are
almost unlimited.

 More Expensive or Lack of Discounts

Online shopping websites keep running discounts schemes and cash backs and a majority
of times the price of products on online shopping websites is low as compared to the price
of products displayed on shops. Hence if you are one of those consumers who want to
take discounts and cash back then online shopping is better as compared to physical
shopping

 Time Consuming

In case of offline shopping, you have to go shopping for purchasing of products which
can be time-consuming whereas in case of online shopping you can order products with a
click of a mouse.

16
ADVANTAGES OF ONLINE SHOPPING

 No pressure shopping

Generally, in physical stores, the sales representatives try to influence the buyers to buy
the product. While in online shopping, you’re free to do as you will.

 Online shopping saves time

Customers do not have to stand in queues in cash counters to pay for the products that
have been purchased by them. They can shop from their home or workplace and do not
have to spend time travelling.

 Comparison

There is a wide range of products online. The sellers display all the stuff they’ve got. This
enables the buyers to choose from a variety of models after comparing the finish, features,
and price of the products on display.

 Availability

The mall is open on 365 x 24 x 7. So, time does not act as a barrier, wherever the vendor
and buyers are.

 Online tracking

Online consumers can track the order status and delivery status tracking of shipping is
also available.

 Online shopping saves money

To attract customers to shop online, e-retailers and marketers offer discounts to the
customers as they have cut down on real estate and maintenance cost the sellers won’t
back out in giving huge discounts.

DISADVANTAGES OF ONLINE SHOPPING

Ease of use is the prime reason that drives the success of e-commerce. Though the
internet provides a quick and easy way to purchase a product, some people prefer to use
this technology only in a limited way. Some people also fear that they might get addicted
to online shopping. The major disadvantages of online shopping are as follows.

17
  Delay in delivery

Long duration and lack of proper inventory management result in delays in shipment.
Though the duration of selecting, buying and paying for an online product may not take
more than 15 minutes; the delivery of the product to customer’ s doorstep takes about 1-3
weeks.

 Lack of significant discounts in online shops

Physical stores claim to give significant discounts when compared to online stores, this is
a huge disadvantage for the older generation.

 Missing the shopping experience

The traditional shopping exercise provides a lot of fun in the form of showroom
atmosphere e, smart sales attendants, scent and sounds that cannot be experienced through
a website. Indians generally enjoy shopping. Consumers look forward to it as an
opportunity to go out and shop.

 Frauds in online shopping

Sometimes, there is a disappearance of the shopping site itself. In addition to the above,
the online payments are not much secured. The rate of cyber crimes has been increasing
and customers’ credit card details and bank details have been misused which raise privacy
issues

COMPARISON BETWEEN OFFLINE SHOPPING AND ONLINE SHOPPIN

18
INFLUENCE FACTORS ONLINE SHOPPING OFFLINE SHOPPING
Retailer Place traffic condition, Website visibility
Distribution
Service factor Service quality Payment facility
Service mode Privacy
Environmental factors Shopping Website interface
environment
Purchasing motivation Experience Convenient time
Personal factors Shopping preference Experience of network
Experience background
Time Weekend rush Order placed any time
Price Flexibility in pricing Inclined towards
strategy competitive price

This Research is conducted to recognize that, how consumers measure channels for their
purchasing. Online Shopping is a process where consumers directly buy goods, services
etc. from a seller without an intermediary service over the Internet whereas Offline
Marketing strategies utilizes offline media channels to create awareness of a company's
products and services. Specifically, it progresses a conceptual model that addresses
consumer value perception for using the Internet Shopping versus the Traditional
Shopping. Observations of Online and Offline buyers can be evaluated to see how value
is constructed in both the channels. It is to recognize what factors influence online and
offline shopping choice progression. The Research was conducted to understand the
consumers preference for their future i.e. what is going to be the future of India's Online
Market or Offline Market. Consumer's shop when and where they want, where they are
comfortable with the products and the choice of shopping. In recent some years people
are more aware of the technology so as the online shopping had increased immensely.
However, the respondent said that they will love to purchase from online shopping if only
the price of the product is less than the market, but they feel risk of quality of product in
Offline Shopping. There are both online and the traditional brick and mortar shops
available to fulfill their purchase interests. This abundance of choice available for
consumers has thrown up a serious challenge for companies regarding the way
they should target consumers to maintain competitive advantages.

19
CONCLUSION

To conclude, online shopping is great for the days you don’t feel like going out of your
house, while offline shopping is the better option if you were going to purchase items
such as gadgets, so you can test them out before bringing them home.

20
 MODULE 3
DATA ANALYSIS AND INTERPRETATION

21
3.1 AGE WISE CLASSIFICATION OF THE RESPONDENTS
Table no:3.1
Age wise Calculation

AGES NO OF RESPONDENTS PERCENTAGE %

18-25 100 83.3%

26-35 9 7.5%

36-45 6 5%

45 or above 5 4.2%

Total 120 100%

source: primary data

Figure no :3.1

INTERPRETATION
The above graph shows than 83.3% of respondents are between the age group of 18-25,
7.5% are between the age group of 26-35 , 5% of respondents are between the age group
of 36-45 , 4.2% of respondents are between the age group of 45 or above.

22
3.2 GENDER WISE CLASSIFICATION OF THE RESPONDENTS
Table no:3.2
Gender wise classification

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Male 71 59%

Female 47 39.5%

Others 2 1.2%

Total 120 100%

Source: primary data

Figure no:3.2

INTERPRETATION
The above graph shows the gender of the customers . It shows that the percentage of
male customer 59.3% and female customers are 39.5%, others 1.2%.

23
3.3 FAMILY WISE CLASSIFICATION OF THE RESPONDENTS
Table no :3.3
Family wise classification

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Joint family 73 61%

Nuclear family 47 39%

Total 120 100%

source: primary data

Figure no :3.3

INTERPRETATION
The above graph shows that 61% of respondents from Joint family and 39% of
respondents from Nuclear family.

24
3.4 OCCUPATION WISE CLASSIFICATION OF THE RESPONDENTS
Table no: 3.4
Occupation wise classification

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Students 100 83.3%

Jobholder 9 7.8%

Business Man / Women 6 5%

Others 5 4.2%

Total 120 100

Source: primary data

Figure no: 3.4

INTERPRETATION
The above graph shows that 83.3% respondents are students, 7.5% respondents are
Jobholders, 5% are Business man/women and 4.2% respondents are Others.

25
3.5 CLASSIFICATION ON THE BASE OF NO: OF RESPONDENTS
PURCHASING FROM ONLINE
Table No:3.5
No: Of Respondents Purchasing From Online Wise Classification

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

YES 117 97.5%

No 3 2.5%

Total 120 100%

source: Primary data

Figure No:3.5

INTERPRETATION
The above table shows that the customers purchasing from online It shows that the 97.5%
of respondents purchase online and 2.5% of respondents do not purchase From online.

26
3.6 FAVORITE ONLINE SHOPPING SITE
Table No:3.6
Classification On The Basis Of Favorite Shopping Site

SITES NO: OF RESPONDENTS PERCENTAGE %

Meesho 63 52%

Amazon 7 5.9%

Flipkart 12 10.1%

Myntra 38 32%

Total 120 100%

Source : primary data

Figure no :3.6

INTERPRETATION
The above graph shows that the 52% of respondents prefer Meesho, 5.9% respondents
prefer Amazon, 10.1% responses prefer Flipkart and 3% respondents to the Myntra.

27
3.7 IMPORTANT CRITERIAS IN OFFLINE SHOPPING
Table No:3.7
Respondents of f Important Criterias Of Buy In Offline Shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Sales 67 55.8%

Price 8 6.7%

Quality 8 6.7%

Payment facility 37 30.8%

Total 120 100%

Source: primary data

Figure no :3.7

INTERPRETATION
The above figure shows 55.8% of respondents prefer offline shopping sales, 6.7% of the
respondents to the price, 6.7% of the respondents to the quality and the 30.8% of the
respondents to payment facility.

28
3.8 REASON FOR CHOOSING ONLINE SHOPPING
Table No:3.8
Classification Is Based On Reason For Choosing Online Shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Saving valuable time 62 51.7%

Organising finance 7 5.4%

Shipping gift directly 9 7.6%

Finding items which might 42 34.7%

not be seen in stores

Total 120 100%

Source: primary data

Figure no:3.8
Reason for choosing online shopping

INTERPRETATION
The above figure shows 51.7% of respondents prefer online shopping to saving valuable
time , the 5.4% respondents prefer online shopping for organising finance , 7.6%
respondents prefer online shopping for shipping gift directly and the 34.7% is finding
items which might not be seen in stores.

29
3.9 ONLINE SHOPPING CAN PROVIDE MORE FACILITIES THAN OFFLINE
SHOPPING
Table no :3.9
Online Shopping Can Provide More Facilities Than Offline Shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE %

Yes 90 75.4%

No 30 24.6%

Total 120 100%

Source: primary data

Figure no:3.9
Online shopping can provide more facility than offline shopping

INTERPRETATION
The above figure shows 75.4% of the respondents prefer online shopping and 24.6% of
respondents Prefer offline shopping.

30
3.10 THE MODES OF PAYMENT
Table no :3.10
Classification Based On The Modes Of Payment

VARIABLES NO: OF RESPONDENTS PERCENTAGE %

Net banking 15 12.6%

UPI 26 21.8%

Cash on delivery 76 63%

Others 3 2.6%

Total 120 100%

Source: primary data

Figure no:3.10
Modes of payment

INTERPRETATION
The above figure shows 12.6% of respondents make payments through net banking,
21.8% of the respondents make payments to upi, 63% of the respondents prefer cash on
delivery, and the 2.6% of the respondents to the others.

31
3.11 REASON FOR CHOOSING OFFLINE SHOPPING
Table no :3.11
Respondents of reason for choosing offline shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Better return 32 26.3%

Prefer to touch the product 34 28.4%

No product disappointed 34 28.4%

Others 20 16.9%

Total 120 100%

Source: Primary data

Figure no: 3.11
Factors of choosing offline shopping

INTERPRETATION
The above figure shows 26.3% respondents prefer offline shopping due to better return
policies, 28.4% of the respondents to the prefer to touch the product, 28.4% respondents
prefer offline shopping due to no product disappointed and 16.9% of the respondents
prefer offline shopping due to others.

32
3.12 DO YOU THINK ONLINE SHOPPING GIVES YOU MORE
INFORMATION ABOUT THE PRODUCT COMPARED TO OFFLINE
SHOPPING
Table no : 3.12
Respondents of online shopping gives more information compared to offline
shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Yes 67 55.5

No 53 44.5

Total 120 100

Source : primary data

Figure no : 3.12
Information compared to online shopping and offline shopping

INTERPRETATION
The above figure shows 55.5 % of the respondents think online shopping gives more
information than offline shopping and 44.5 % of the respondents think online shopping
gives less information About the product compared to offline.

33
3.13 YOUR FAMILY WHO USUALLY GO SHOPPING THE OFTEN
Table no: 3.13
Family member who usually go for shopping

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

You 49 40.5%

Father / Mother 39 32.8%

Brother / Sister 21 17.6%

Others 11 9.2%

Total 120 100%

Source : primary data

Figure no: 3.13
Family member who usually go for shopping

INTERPRETATION
The above figure shows 40.5% of the respondents to the you, 32.8% of the respondents to
the father / mother, 17.6% of the respondents to the brother / sister and 9.2% of the
respondents to the others.

34
3.14 PRODUCTS TYPICALLY ORDER ONLINE
Table no: 3.14
Classification on the basis of types of products purchased

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Clothes 60 50%

Electronics 42 35%

Jewellery / Accessories 12 10%

Sports items 6 5%

Total 120 100%

Source : primary data

Figure no:3:14

Types Of Products Order In Online

INTERPRETATION
The above figure shows that the rate of products mostly purchased by the customers. It
shows that 50% respondents prefer to purchase clothes. 35% of them purchase electronics.
10% purchases jewellery / accessories. And 5% of them purchase items.

35
3.15 RESPONDENTS AWARENESS ABOUT ONLINE PURCHASE
Table no:3.15
Respondents Awareness Classification

VARIABLE NO OF RESPONDENTS PERCENTAGE%

Friends 52 43.7%

Family members 23 19.3%

News paper 3 1.7%

Others 42 35.3%

Total 120 100%

Source : Primary data

Figure no .3.15
Awareness about online purchase

INTERPRETATION
The above table shows that 43.7% customers came to know about online shopping
through friends.19.3%came to know through family members, 1.7% came to know from
Newspapers and 35.3% came to know about through other sources.

36
3.16 CLASSIFICATION ON THE BASIS OF TIME SPENT FOR OFFLINE
SHOPPING
Table no:3.16
Time spend for offline shopping

VARIABLE NO OF RESPONDENTS PERCENTAGE%

Regularly 19 15.8%

Seldom 30 25%

One time in a week 18 15%

One time in a month 53 44.2%

Total 120 100%

Source : Primary data

Figure no : 3.16
Time spend for offline shopping

INTERPRETATION
The above table shows that the time spend by the respondents on offline shopping. It
shows that 15% of respondents spends regularly. 25% respondents spends seldom. 15%
of respondents spends one in a week and 44.2% respondents spends one time in a month.

37
3.17 CLASSIFICATION ON THE BASIS OF FACTORS INFLUENCING
RESPONDENTS PREFERENCE TOWARDS ONLINE SHOPPING
Table no 3.17
Factors Influencing Respondents Preference Wise Classification

VARIABLE NO OF RESPONDENTS PERCENTAGE%

24×7 Service 27 22.5%

Seasonal Offer 35 45.8%

Affordable Price 10 8.3%

Quality Products 28 23.3%

Total 120 100%

Source : Primary data

Figure no : 3.17
Factors influencing respondents preference towards online shopping

INTERPRETATION
The above table shows that 22.5% of respondents prefer online shopping due to the 24×7
service provided by them, 45.8% prefer due to the seasonal offer, 8.3% do online
shopping due to the quality of products and 23.8% prefer, due to the quality of products

38
3.18 CUSTOMER SATISFACTION ON THE PRODUCT PURCHASED AGAIN
FROM THE SAME WEBSITE
Table no : 3.18
Customer Satisfaction

VARIABLE NO OF RESPONDENTS PERCENTAGE%

Yes 112 93.2%

No 8 6.8%

Total 120 100%

Source : Primary data

Figure no : 3.18
Customer satisfaction on the product purchased again from the same website

INTERPRETATION
The above table shows that the customer satisfaction. It shows that the 93.2% of
respondents purchase product again from the same website and only 6.8% of respondents
Do not purchase the same product again from the same website.

39
3.19 REASONS OF RESPONDENTS FOR NOT PURCHASING FROM ONLINE
Table no : 3.19
Respondents Of Never Purchased From Online

VARIABLES NO OF RESPONDENTS PERCENTAGE%

I don't know about online 19 15.8%

shopping

Risk of credit card 71 59%

transaction

Risk of identity theft 11 8.8%

Others reason 19 15.8%

Total 120 100%

Source : Primary data

Figure no : 3.19
Reason for not purchasing from online

INTERPRETATION
The above table shows the customers never purchased from online. It shows that the
59.6% of respondents do not purchase online due to the Risk of credit card transaction.
15.8% of respondents are not aware of online shopping. 15.8% of respondents to the other
sources and 8.8% of respondents to the Risk of identity theft.

40
3.20 CLASSIFICATION ON THE BASIS OF LISTS PREPARING FOR
SHOPPING
Table no : 3.20
List Preparing Wise Classification

VARIABLE NO OF RESPONDENTS PERCENTAGE

Yes 67 55.5%

No 53 44.5%

Total 120 100%

Source: Primary data

Figure no : 3.20
List preparing for shopping

INTERPRETATION
The above table shows that the customers list preparing for shopping. It shows that the
55.5% of respondents prepare list for shopping and 44.5% of respondents do not prepare
any list for shopping.

41
3.21 TYPES OF PRODUCTS PURCHASED FROM OFFLINE
Table no : 3.21
Types Products Purchased From Offline Wise Classification

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Electronics items 24 20%

Dress 72 60%

Food 18 15%

Others 6 5%

Total 120 100%

Source : Primary data

Figure no: 3.21

INTERPRETATION
The above table shows that types of products purchased from offline. It shows that the
60% of respondents prefer Dress to purchase from offline. 20% of the respondents prefer
Electronic items. 15% of the respondents prefer Food. 5% of the respondents prefer
Others.

42
3.22 PRODUCTS BROUGHT THROUGH ONLINE MEET THE NEEDS IN
REAL
Table no : 3.22
Respondents of buying products through online meet the needs in real

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Well 104 86.3%

Very well 16 13.7%

Total 120 100%

Source : Primary data

Figure no : 3.22
Products bought through online meet the needs in real

INTERPRETATION
The above table shows that the customers buying products in online needs in real
respondents. It shows that the 86.3% of respondents to the well and 13.7% of respondents
to the very well.

43
3.23 DIFFICULTIES FACED DURING ONLINE SHOPPING
Table no :3.23
Difficulties faced during the online purchasing wise classification

VARIABLES NO:OF RESPONDENTS PERCENTAGE%

Lack of security 63 52.6%

Shipping & delivery charges 22 18.1%

Quality of the products 18 15.4%

Others 17 13.8%

Total 120 100%

source: primary data

Figure no : 3.23

INTERPRETATION
The above graph shows the customers difficulties faced during the online shopping that
the 52.6% of respondents to the lack of security. 18.1% of respondents to the shipping
and delivery charges. 15.4% of the respondents to the quality of the products and 13.8%
of respondents to the others

44
3.24 TYPES OF ADVERTISEMENT MOSTLY ATTRACT TO PURCHASE
THROUGH OFFLINE
Table no : 3.24
Advertisement mostly attract to purchase through offline wise classification

VARIABLES NO: OF RESPONDENTS PERCENTAGE%

Discount 68 56.9%

Sales ads 24 19.8%

Festival ads 17 13.8%

Others 17 9.5%

Total 120 100%

Source : Primary data

Figure no : 3.24
Types of advertisement mostly attract to purchase through offline

INTERPRETATION
The above table shows that the customers' types of advertisement mostly attract to
purchase through offline. It shows that the 56.9% of respondents to the Discount.19.8%
of respondents to the sales ads.13.8% of respondents to the festival ads and 9.5%of
respondents Others reaction.

45
3.25 CLASSIFICATION ON THE BASIS OF THE RESPONDENTS OPINION
ABOUT THE GREATEST ADVANTAGES OF ONLINE SHOPPING
Table no : 3.25
Advantages Of Online Shopping

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Seasonal offer 42 35%

Affordable price 49 41%

24×7 service 21 17.8%

Quality of product 8 6.4%

Total 120 100

Source : Primary data

Figure no : 3.25
Opinion about the greatest advertisement of online shopping

INTERPRETATION
The above table shows that the customers opinion about the greatest advantages of online
shopping. It shows that the 35% to Seasonal offer. 41% to the

46
3.26 CLASSIFICATION ON THE BASIC OF RESPONDENTS EVER BUY A
CHEAPER PRODUCT EVEN THROUGH ITS LESS HEALTHY
Table no : 3.26
Respondents on the basis of ever buy a cheaper product even through its less healthy

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Always 60 50%

Often 42 35%

Never 12 20%

Sometimes 6 5%

Total 120 100

Source : Primary data

Figure no : 3.26
Respondents on the basis of ever buy a cheaper product even through its less healthy

INTERPRETATION
The above table shows that the customer buyed any cheaper product even through it less
healthy. It shows that the 5% of respondents to the Always. 35% to the Often 10% to the
Never and 5% to the sometimes.
47
3.27 TYPES OF ITEMS MOSTLY PURCHASED FROM MYNTRA AND
FLIPKART
Table no : 3.27
Classification Of Items Mostly Purchased From Myntra And Flipkart

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Clothes 58 48.5%

Bags 44 36.8%

Sports item 13 10.5%

Accessories 5 4.2%

Total 120 100

Source : Primary data

Figure no : 3.27
Types of items mostly purchased from flipkart and myntra

INTERPRETATION
The above table shows that the customers types of items mostly purchased from Myntra
and Flipkart. It shows that the 48.5% of respondents to the clothes. 36.8% of respondents
to the Bags. 10.5% of respondents to the Sports items and 4.2% of respondents to the
Accessories.

48
3.28 RESPONDENTS OPINION ABOUT THE WORTHINESS OF PRODUCTS IN
RELATION TO MONEY VALUE
Table no : 3.28
Worthiness Of Products Regarding Its Money Value In Relation To Money Value

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Yes 111 92.2%

No 9 7.8%

Total 120 100%

Source : Primary data

Figure no : 3.28
Worthiness of products in relation to money value

INTERPRETATION
The above table shows that the worthiness of products regarding its money value. It
shows that the 92.2% of respondents to the Yes and 7.8% to the No.

49
3.29 CLASSIFICATION ON THE BASIS OF TYPES OF SHOPPING PREFER\
Table no : 3.29
Types Of Shopping

VARIABLES NO OF RESPONDENTS PERCENTAGE%

Online 75 62.8%

Offline 45 37.2%

Total 120 100%

Source : Primary data

Figure no : 3.29
Types of shopping

INTERPRETATION
The above table shows that the customers respondents of types of shopping prefer. It
shows that the 62.8% to online and 37.2% to Online shopping.

50
 MODULE 4
SUMMARY OF FINDINGS SUGGESSIONS AND CONCLUSION

51
FINDINGS

The study was conducted to analysis the customer satisfaction of online shopping and
offline shopping with reference to Kollam district. 120 respondents were approached all
of them are cooperated In providing their valuable Response regarding their experience
in Online shopping and offline shopping. The study was conducted through questionnaire
method. A questionnaire is set of questions pertaining to a problem under study. A
questionnaire was sent to the respondents through online and on analysis, the following
thing were found:

OTHER FINDINGS
 In the study conducted, majority of the respondents are males which constituted
59.3% and 39.5%are females.1.2%belongs to others category.
 83.3%per cent of the respondents are below the age of [Link] means the
youngest constituted the Major portion of the respondents of individuals.
 Most of them are Students are 83.3%,7.5%are job holders,5%are business
women/men and 4.2%are others category.
 61% of the respondents are from nuclear family and 39%of respondents are from
joint family
 97.5% of respondents purchase from online and 2.5% of respondents do not
purchase from online.
 52% of respondents Prefer Meesho,5.9% respondents prefer Amazon,10.2%
responses from Flipkart and 3% respondents to the Myntra.
 55.8% of the respondents prefer to buy offline due to the sales,6.7% of the
respondents prefer to buy offline due to the price of the products,6.7% of the
respondents Prefer to buy the quality and the 30.8% of the respondents prefer to
buy offline due to the payment facilitiy.
 51.7% respondents prefer online shopping to saving valuable time,54%
respondents prefer online shopping for Organising finance, 7.6% respondents
prefer online shopping for shipping gift directly and the 34.7% finding items
which might not be seen in stores.
 75.4% of respondents prefer online shopping and 24.6% of respondents prefer
offline shopping.

52
 12.6% of respondents make payment through net banking, 21.8% of respondents
make payment to upi.63% of the respondents prefer cash on delivery, and the
2.6% of the respondents to the others
 26.3% respondents prefer offline shopping due to better return policies, 28.4% of
the respondents to the prefer to touch the product, 28.4% respondents prefer
offline shopping due to no product disappointment and 16.9% of the respondents
prefer offline shopping due to others.
 55.5 % of the respondents think online shopping gives more information than
offline shopping and 44.5 % of the respondents think online shopping gives less
information About the product compared to offline.
 40.5% of the respondents said that they themselves go for shopping often, 32.8%
of the respondents said that the father / mother go for shopping, 17.6% of the
respondents said that the brother / sister go for shopping and 9.2% of the
respondents said to others are go for shopping.
 50% respondents prefer to purchase clothes online.35% of them purchase
electronics. 10% purchases jewellery / accessories. And 5% of them purchase
items.
 43.7% customers came to know about online shopping through
friends.19.3%came to know through family members, 1.7% came to know from
Newspapers and 35.3% came to know about through other sources
 15% of respondents spends regularly. 25% respondents spends seldom. 15% of
respondents spends once in a week and 44.2% respondents spends once in a
month.
 22.5% of respondents prefer online shopping due to the 24×7 service provided by
them, 45.8% prefer due to the seasonal offer, 8.3% of the respondents do online
shopping due to the quality of products and 23.8% prefer due to the affordable
price.
 93.2% of respondents purchase product again from the same website and only
6.8% of respondents Do not purchase the same product again from the same
website.
 55.5% of respondents prepare list for shopping and 44.5% of respondents do not
prepare any list for shopping.

53
 60% of respondents prefer Dress to purchase from offline. 20% of the
respondents prefer Electronic items. 15% of the respondents prefer Food. 5% of
the respondents prefer Others.
 86.3% of respondents are of the opinion that buying products in online meet the
needs in real and 13.7% of respondents are of the opinion that buying products in
online exactly meet the needs in real.
 52.6% of respondent that the difficulties faced during online shopping was the
lack of security. 18.1% of respondent that the difficulties faced during the online
shopping was shipping and delivery charges. 15.4% of the respondent that the
difficulties faced during the online shopping was quality of the products and
13.8% of respondent to the other reasons.
 56.9% of respondent are of the opinion that the various discounts attracted themes
to purchase offline.19.8% of respondents are of the opinion that the sales ads
attracted themes to purchase offline.13.8% of respondents are of the opinion that
the festival ads are attracted themes to purchase offline, and 9.5%of respondent
are of the opinion that the Others reaction.
 The 35% of the respondents are of the opinion that the greatest advantages of
online shopping was the Seasonal offer. 41% of the respondents are of the opinion
that the greatest advantages of online shopping was affordable price, 17.8%
respondents are of the opinion that the greatest advantages of online shopping was
the 24×7services, 6.4% of the respondents are of the opinion that the quality of
products.
 50% of respondents said that they buy a cheaper product always even though it is
less healthy. 35% of respondents are of the opinion that they buy cheaper product
Often even though it is less healthy. 20% of respondents are of the opinion that
they buy cheaper product never even though it is less healthy.
 48.5% of respondents to purchase clothes from Flipkart. 36.8% of respondents to
purchased Bags from Amazon and Myntra. 10.5% of respondents to Purchase
Sports items from Flipkart and 4.2% of respondents to purchase the Accessories
from Nykaa and Meesho.
 The worthiness of products regarding its money value. It shows that the 92.2% of
respondents to the Yes and 7.8% to the No.
 62.8% prefer to online shopping and 37.2% prefer to Offline shopping.

54
 SUGGESTIONS

The fundamental issue which arises in front of a consumer when he/she embarked on
buying something is which mode of shopping they should choose to satisfy themselves.
There are both online and traditional bricks and mortar shops available to fulfill their
purchases interests.

1) shopping should maintaining customer relationship after purchases can help

customers feel more comfortable reaching out for customers support or to share
customer feedback.
2) How you help customers may dictate how they interact with you in future.
3) Provide more branded items as customer preferance.
4) your employees are the face of your company. They serve educate and delight
your customers and tend to make or break customer’s shopping experience. If
they’re not happy, they’ll not likely priorities your customers happiness.
5) Train your staffs genuinely care for your customers by practicing active listening
and building authentic relationship.
6) Don’t push your products and services.
7) Instead, educate customers so they can choose for themselves, with their own
needs in mind, rather than pressuring anyone to buy.
8) Encourage customer loyalty with a rewards program.
9) Say thank you – your customers need to feel valued and appreciated.
10) Online shopping should provided a complete information about the product and
should make the site simple so that the common people can understand how to
purchase .
11) Provide customer reviews Customers find it easier to trust an online product if
they know someone else has bought it first. That’s why so many of the bigger
stores online include customer reviews. It helps them make an informed choice
about whether they want to buy from you, or not.
12) Provide Offer free shipping are the magic words to many customers.
13) Use good photos_ Show your customer what the product looks like from every
angle. As in online one purchase goods through credit cards but no one can
approach of cash payment during delivery.

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 CONCLUSION

To conclude, online shopping is great for the days you don’t feel like going out of your
house, while offline shopping is the better option if you were going to purchase items
such as gadgets, so you can test them out before bringing them home. With online
shopping, you have the luxury of being able to shop the world from the comfort of your
home with internet connection. Furthermore, your purchases aren’t limited, and you can
switch between different websites within a click. In terms of offline shopping, it takes
more effort than just waking up and logging onto your laptop. With this method, you put
in more effort which takes up money and time .On the bright side, you can experience the
product in your hands and ensure its quality is up to par with your standards. This is a
much safer option when buying items such as clothing or expensive gadgets as you are
able ensure the quality and if it suits your desires. Price tags on online shopping are the
same as retail price within the store. The difference in costs when it comes to online
versus offline is, of course, the delivery fee. Technology has made significant progress
over the years to provide consumers a better online shopping experience and will
continue to do so for years to come. With the rapid growth of products and brands,
people have speculated that online shopping will overtake in-store shopping. While this
has been the case in some areas, there is still demand for brick and mortar stores in
market areas where the consumer feels more comfortable seeing and touching the product
being bought. However, the availability of online shopping has produced a more
educated consumer that can shop around with relative ease without having to spend a
large amount of time. In exchange, online shopping has opened up doors to many small
retailers that would never be in business if they had to incur the high cost of owning a
brick and mortar store. At the end, it has been a win-win situation for both consumer and
sellers. As customers, we like to visit few shops before purchasing a product. In case of
offline shopping, that means physically traveling to each and every shop to check out
the products. That’s both time consuming and physically demanding. But in case of
online shopping, we can effortlessly pull up number of online shopping sites on our
devices and compare the products on .Based on the comparison and best products more
easily online, but experience of spending valuable times with your family members is
something which can’t be replicated by them. The present literature shows that the
differences between consumer purchase style in online and offline medium of shopping
based on certain parameters.

56
BIBLIOGRAPHY

57
BIBLIOGRAPHY/REFERENCE

Juosh,z.m,& ling,G.H(2012). Factors_ influencing consumers attitude towards offline

shopping.

Bhatt, A(2014).consumer attitude towards offline shopping on selected regions of Gujarat

Bhatt.

Shahney,s shirivastrava ,A,& Bhimalingam,R(2008). Consumers attitude towards online

retails shopping.

Philip Kotler journal of historical research in marketing 2017 2(4),256_278

Makhither,k.M(2014) Factors influencing generations students attitude towards offline

shopping, Mediterranean journal of social science,5(21),39-39

[Link] ,M.M Akroush,M.N,& Ashouri,M-1(2015) consumer attitude towards online

shopping. International research.

Deva and Keith A: “Human behavior at work: organization behavior” M.C Green hill
publishing 1989

[Link],B varadharajan. “An introduction to marketing” vikas publication,new

delhi,1983

William F Grazer, M Ronald Stiff ,Journal of the Academy marketing science 15 (1), 70-
73, 1987

My adventures in marketing, Philip Kotler, Journal of Historical Research in Marketing,

2017

Measures of marketing success, Tim Ambler, Flora Kokkinaki Journal of Marketing

Management 13 (7), 665-678, 1997

Leslie Maureen Valenzuela, José M Merigó, Wesley J Johnston, Carolina Nicolas, Jorge
Fernando Jaramillo Journal of Business & Industrial Marketing, 2017

Chatterjee N.N “ Management of principle in Indian enterprises” Agency Calcutta 1980

Through online shopping. International journal of humanities and social science

2(4),223_230.

58
 WEBSITE USED

[Link]
categories-top-purchase-drivers

[Link]
than-ever/

[Link]
shopping-online-consumers-online-sales

[Link]
traditional-retail-outlets

[Link]

[Link]

SOFTWARE USED:

MS WORD

Software developers Richard Brodie and Charles Simonyi released the Multi-
Tool Word for the UNIX operating system in 1983. Later that year, the program was
rewritten to run on personal computers under MS-DOS and was renamed Microsoft Word.
It is the most commonly used word processor software. It is used to create professional
quality documents, letters, reports, resumes, etc. and also allows you to edit or modify
your new or existing document. It has advanced features which allow you to format and
edit your files and documents in the best possible way. Microsoft Word is a widely used
commercial word processor designed by Microsoft. Microsoft Word is a component of
the Microsoft Office suite of productivity software, but can also be purchased as a stand-
alone product. Microsoft Word or MS-WORD (often called Word) is a graphical word
processing program that users can type with. It is made by the computer company
Microsoft. Its purpose is to allow users to type and save documents. Microsoft Word is a
word processing program that allows for the creation of both simple and complex
documents. With Office 365, you are able to download the application to your hard drive
and will also have access to the online version. A hyperlink is a piece of text or an image
in an electronic document that can connect readers to another portion of the document or
a different webpage. In addition, a hyperlink can be used to connect to and open an email

59
client window. IN Word, you can automate frequently used tasks by creating and running
macros. A macro is a series of commands and instructions that you group together as a
single command to accomplish a task automatically. It offers many advantages to the
teachers and students. GENERAL EDUCATIONAL USES FOR MICROSOFT
WORD ,it used for many educational purposes. It provides teachers and students to create
new innovative methods of learning and teaching. MS WORD is an important application
for education purpose. In this digital world, it helps to make notes inspite of notebooks.
We can prepares notes with diagrams, graphs, tables and smart art etc.

60
APPENDIX QUESTIONNAIRE

61
Dear Madam/Sir

We are the students of the college of applied science kundara presently doing on a project
"A study on customer satisfaction towards online shopping and offline shopping" With
special reference to kollam district. We would be thankful to you if could spare a few
minutes and reply the enclosed questionnaire. We assure you that the data provided be
you shall be kept confidential.

Personal Data

Name :

Age :

Gender : Male Female

Family type : Joint family Nuclear family
Occupation : Student Job holder Business Others

1. Have you ever purchased from online?

Yes No

2. Which site you most prefer for online shopping?

Meesho Amazon Flipkart Myntra

3. What is the important criteria when you buy in offline shopping?

Sales man advice Price Quality Payment facilities

4. Reason for choosing online shopping?

Saving valuable time Organising finance Shipping gift directly

Finding items which might not be seen in stores.

5. Do you think that online shopping can provide more facilities than offline shopping?

Yes No

6. What are the modes of payment?

Net banking UPI Cash on delivery Others

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7. Reason for choosing offline shopping?

Better return policy Prefer to touch the product No product

disappointment Others

8. Do you think online shopping gives you more information about the product
compared to offline shopping?

Yes No

9. In your family who usually go shopping the often?

You Fathers/mother Brother/sister Others

10. What types of product do you typically order online?

Clothes Electronic items Jewellery / Accessories

Sports items

11. How did you come to know about online shopping?

Friends Family members News paper Others

12. How many times you go offline shopping?

Regularly Seldom One time in a week One time in a

month

13. What attracts you towards online shopping?

Time saving More variety of products Easy to access

Others

14. Do you purchase again from the same shopping website because of the satisfaction
got from the previous experience?

Yes No

15. If you have never purchase online please specify the reason?

I don't know about online shopping Risk of credit card transaction

Risk of identity theft Others reason

16. Do you prepare a shopping list before you go shopping?

Always Maybe Sometimes Never

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17. Things which prefer offline shopping?

Electronic items Dress Food Others

18. Does the product that you buy online meet the needs in real?

Well Very well

19. What is your opinion about the greatest advantages of online shopping?

24×7 Seasonal offer Affordable price Quality of

product

20. What are the difficulties you faced during online shopping?

Lack of security Shipping and delivery charges Quality of

the products Others

21. Types of advertisement which mostly attract to purchase offline?

Discount Sales ads Festival ads Others

22. Do you ever buy a cheaper product even though it is less healthy?

Always Often Never Sometimes

23. Which items you mostly purchased from Myntra / flipkart?

Clothes Bags Sports items Accessories

24. Does the product purchased from online gives you value for money?

Yes No

25. Which type of shopping you will prefer?

Online Offline

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