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Study of Online Buying
Behaviour of Consumer
Research Done by: Team Global• V. Shiva Devi• S. Chandruraj• G. Sathish Kumar• B. Anjineyulu Naidu• J. Jeesha Pranjal• M. Ashok Kumar
Objectives:-
To know the online buying behaviour of customers.
To unveil the problems encountered by the customers in E-commerce.
To suggest measure for enhancement of service quality, thereby leading to customer satisfaction.
Hypothesis:E-Commerce hasn’t started
substantially influencing the customer to buy online avoiding retail shopping.
Gender doesn’t affect the buying behaviour of the consumer.
Satisfied customers have negative impact on the E-commerce
Most Chosen Site
50
826
11
8
13 1
51 1 1 1 1Flip Kart(I)Amazon(II)Shop Clues(III)Snap Deal(IV)Myntra(V)Yepme(VI)eBay(VII)I & IIII & VI & IVI & IIII & IVI & II & IVI & IV & VII & II & VI & II & IIII & III & IVI & II & III & IV & VII
Reasons to Choose Online Shopping
0
5
10
15
20
25
30
11
30
4
16
0
4 4
23
0
5
3
5
3 32
10
Most Shopped Category
Books
(I)
Clothin
g(II)
Consu
mer D
urab
les(II
I)
Electr
onics
(IV)
Perso
nal C
are(V
)
Pet P
rodu
cts(V
I)
Shoe
s(VII)
I & II
I & II
II &
IV
I & II
& V
I & IV
& II
I & II
I & IV
I & II
I & V
II & IV
II & II
I & V
II & II
I & V
II & IV
& V
III &
V
III &
IV &
V
III &
IVIV
& V
IV &
VII
IV &
V
I & II
& V &
VII
I & II
& II
I & IV
& V
0
5
10
15
20
25
30
35
40
5
17
3
38
7
0 0 1 13
1 1 1 1
7
1 1 1 1 1 13
1 2 1 1
Issues Faced in Online Shopping
44
18
5
17
3
74
Delay In Delivery(I)
Improper Product Information(II)
Fraudulent in Payment(III)
More time to access the site(IV)
I & IV
I & II
II & IV
Post Purchase Experience
Average(I) DisSatisfied(II) Highly Dissatisfied(III) Highly Satisfied(IV) Satisfied(V)0
5
10
15
20
25
30
35
16
10
3
30
4
01
2 221
2
011
0 0 01
FlipkartAmazonSnapDealShop Clues
Responses & Issues
Delay I
n Deli
very
Impr
oper
Produ
ct Inf
ormati
on
More T
ime t
o Acc
ess
Frau
dlent
In Pay
ment
I & II
I & II
I
I & II
& II
I
II & II
I0
5
10
15
20
25
10 0
2
0 0 0 01
3
0 0 0 0 0 0
20
7
2
0
3
01 1
19
7
12
34
3
1
33
1
3
0 0 0 0 0
Test for Gender influence on buying:Sources of Variation
SS d.o.f MS F P-Value F- Critic
Rows 14.4 1 14.4 0.2622950
0.635528
7.708647
Columns 418 4 104.5 2.810161
0.274157
6.388232
Error 219.6 4 54.9
Total 652 9
Test for that consumer don’t have negative impact after purchase:
Sources of Variation
SS d.o.f MS F P-Value F- Critic
Rows 259.9365079
6 43.3228 4.670685
0.000814869
2.294601314
Columns 230.7936508
8 28.8492 3.11038 0.006545249
2.138228827
Error 445.2063492
48 9.27513
Total 935.9365079
62
Findings1. Most of the online shopping done on Clothing is by FemalesElectronics is by Males
2. 50% online shopper’s choose Flipkart to shop more rather than other sites.
3. Flipkart keeps their customers in the satisfied comfort zone.
4. Almost 49% of the respondents are Students
5. Price is the reason to make more online shopping.
6. 69% of the purchases in done by Cash on Delivery option.
7. Amazon is 100% ahead of Flipkart with Highly Satisfied customers.
Shocking Report!!
8. Personal Care items bought online is by ??
Men!!
9. Online Shopping is based on the demographic factors like age, occupation and gender.
10. Though customers are satisfied with the service they have few drawbacks.
SuggestionsOnline retailers must work on logistics in order to make sure that delivery reaches on time.
Also to make sure product information displayed is not fake.
Sites to work to reduce the buffering time of the site since it may lead the customer to choose alternate site.