Frequency

Demographics
Gender

Age

Education

Annual Family
Income

Percentage

Male
Female
Total
18-24
25-30
31-40
41-47
Above 48
Total
Graduation
Post- Graduation
Others
Total
Below 4 Lakhs

52
68
120
73
16
16
6
9
120
77
42
1
120
11

43.3
56.7
100
60.8
13.3
13.3
5.0
7.5
100
.8
35.0
64.2
100
9.2

4-8 Lakhs
8-12 Lakhs
12Lakhs and above
Total

66
30
13
120

55
25
10.8
100

SAMPLE PROFILE
Website Preferred

Name of E-tailer
Amazon
Ebay
Flipkart
Jabong
Myntra
Yepme
Others
Total

No. of Respondents
8
1
65
29
14
1
2
120

Graphical presentation of E-tailer preferred

Percent
6.7
.8
54.2
24.2
11.7
.8
1.7
100.0

Data Interpretation:
54.2% of the respondent are using Flipkart, 24.2% of the respondent are using Jabong, 11.7% of the respondent are using Myntra,
6.7% of the respondent are using Amazon, 1.7% of the Respondent are using other E-Tailer and 0.8% of the respondent are using
Ebay and Yepme.S
Mode of Payment
Cash on Delivery
Debit Card
Credit Card
Net banking
EMI
Total

No. of Respondents
68
42
6
2
2
120

Graphical Presentation of payment

Percent
56.7
35.0
5.0
1.7
1.7
100.0

Data Interpretation:
56.7% of the Respondent are using Cash on delivery, 35% of the respondent are using debit card, 5% of the respondent are using
Credit card and 1.7% of the respondent are using Net Banking and EMI.
Statements
Quick response to needs (L1)

Mean Score
3.8750

Provide communication channels (L2)

3.7250

Quick delivery of goods (L3)

3.5083

Providing after Services (L4)

3.3833

Providing modern computer & network facilities(W1)

3.3917

Providing well-structured information system (W2)

3.4417

Providing secure transaction (W3)

3.6083

Providing reliable output information (W4)

3.4750

Providing variety of goods (P1)

3.6333

Providing lower price for goods (P2)

2.9333

Provide detailed information of goods for homepage

presentation(H1)
Provide ease to use the interface (H2)

3.4417

Provide high degree of satisfaction (CS1)

3.5583

Confirmation of customer needs (CS2)

3.3750

3.4167

Quick response to needs (L1)

No. of Respondents
Strongly Disagree (1)
1
Disagree (2)
0
Neutral 3.00
16
Agree 4.00
99
Strongly Agree 5.00
4
Total
120
Responses

Percent
.8
0
13.3
82.5
3.3
100.0

Data Interpretation:
82.5% of the respondent are agree to quick response to needs, 13.3% of the respondent are neutral, 3.3% of the respondent are
strongly agree and 0.8 of the respondent are strongly disagree .
(L2)
Provide communication channels
Responses
Frequency
Percent
Strongly disagree (1)
0
0
Disagree (2)
3
2.5
Neutral (3)
29
24.2
Agree (4)
86
71.7
Strongly Disagree (5)
2
1.7
Total
120
100.0

Data Interpretation:
71.7% of the respondents are agree to provide communication channels, 24.2% of the respondent are neutral, 2.5% of the
respondent are disagree and 1.7% of the respondent are strongly agree.

L3
Quick delivery of goods
Responses

Strongly Disagree (1)

Disagree (2)
Neutral (3)
Agree (4)
Strongly Agree(5)
Total

No. of
Respondent
0
5
56
52
7
120

Percent

0
4.2
46.7
43.3
5.8
100.0

Data Interpretation:
46.7% of the respondent are Neutral to quick delivery of goods, 43.3% of the respondent are agree, 5.8% of the respondent are
Strongly agree and 4.2% of the respondent are disagree.

L4
Providing after service
Strongly Disagree (1)
Disagree (2)
Neutral (3)
Agree (4)
Stronglyagree (5)
Total

No. of
Respondent
0
11
56
49
4
120

Percent
0
9.2
46.7
40.8
3.3
100.0

Data Interpretation:
46.7% of the Respondent are Neutral to Providing after service,40.8% of the respondent are Agree, 9.2% of the respondent are
disagree and 3.3% of the respondent are Strongly Agree
W1

Provide modern computer &

network facilities
Strongly Disagree(1)
Disagree(2)
Neutral (3)
Agree(4)
Strongly Disagree
Total

No. of
Respondent
0
9
58
50
3
120

Percent
0
7.5
48.3
41.7
2.5
100.0

Data Interpretation:
48.3% of the Respondent are neutral to Provide modern computer & network facilities, 41.7% of the respondent are agree, 7.5% of
the respondent are Disagree, 2.5% of the respondent are Strongly agree
W2

Providing well-structured information system

Strongly Disagree(1)
Disagree (2)
Neutral(3)
Agree(4)
Strongly agree(5)
Total

No. of
Respondent
0
4
63
49

Percent

4
120

3.3
100.0

0
3.3
52.5
40.8

Data Interpretation:
52.5% of the respondent are neutral to Providing well-structured information system, 40.8 % of the respondent are Agree, 3.3% of the
respondent are Disagree, and 3.3% of the respondent are Strongly Agree.

W3
Providing Secure transaction
Strongly Disagree(1)
Disagree(2)

No. of
Respondent

Percent
1
2

.8
1.7

Neutral (3)
Agree(4)
Strongly Agree(5)
Total

50
57
10
120

41.7
47.5
8.3
100.0

Data Interpretation:
47.5% of the respondent are Agree to Providing Secure transaction, 41.7% of the respondent are Neutral, 8.3% of the respondent are
strongly Agree, 1.7% of the respondent are Disagree and 0.8% of the respondent are strongly Disagree.

W4
Providing reliable output information
Strongly Disagree(1)
Disagree(2)
Neutral (3)
Agree(4)
Strongly disagree(5)
Total

No. of
Respondent
1
2
57
59
1
120

Percent
.8
1.7
47.5
49.2
.8
100.0

Data Interpretation;
49.2% of the Respondent are Agree to Providing reliable output information, 47.5% of the Respondent are Neutral, 1.7% of the
respondent are Disagree and 0.8 of the respondents are Strongly agree and Strongly Disagree.
P1

Providing variety of goods

Strongly Disagree(1)
Disagree(2)
Neutral(3)
Agree(4)
Strongly Agree(5)
Total

No. of Respondent
0
3
48
59
10
120

Percent
0
2.5
40.0
49.2
8.3
100.0

Data Interpretation:
49.2% of the respondent are agree to Providing variety of goods, 40% of the respondent are Neutral, 8.35 of the respondent are
strongly Agree and 2.5% of the respondent are Disagree

P2
Providing lower price for
goods
Strongly Disagree(1)
Disagree(2)

No.of
Respondent
3
48

Percent
2.5
40.0

Neutral(3)
Agree(4)
Strongly Agree(5)
Total

25
42
2
120

20.8
35.0
1.7
100.0

Data Interpretation:
40% of the Respondent are Disagree to Providing lower price for goods, 35% of the respondent are agree, 20.8% of the respondent are
neutral, 2.5% of the respondent are Strongly Disagree and 1.7% of the respondent are Strongly agree.

H1
Provide detailed
information of goods for
home page presentation
Strongly Disagree(1)
Disagree(2)
Neutral(3)
Agree(4)
Strongly Agree(5)
Total

No. of
Responde
nt
1
3
62
50
4
120

Percent

.8
2.5
51.7
41.7
3.3
100.0

Data Interpretation:
51.7% of the respondent are Neutral to Provide detailed information of goods for home page presentation, 41.7% of the respondent are
agree, 3.3% of the respondent are Strongly Agree, 2.5% of the respondent are Disagree and 0.8 % of the respondent are strongly
Disagree

H2
Provide ease to use the interface
Strongly Disagree(1)

No. of
Respondent
0

Percent
0

Disagree(2)
Neutral (3)
Agree (4)
Strongly Agree(5)
Total

6
60
52
2
120

5.0
50.0
43.3
1.7
100.0

Data Interpretation;
50% of the Respondent are Neutral to Provide ease to use the interface, 43.3% of the Respondent are Agree, 5% of the respondent
are the Disagree and 1.7 of the respondent are Strongly agree

CS1
Provide high degree
of satisfaction
Strongly Disagree(1)
Disagree(2)
Neutral(3)
Agree (4)
Strongly Agree(5)
Total

No. of
responde
nt
1
0
53
63
3
120

Percent

.8
0
44.2
52.5
2.5
100.0

Data Interpretation:
52.5% of the respondent are Agree to Provide high degree of satisfaction, 44.2% of the respondent are Neutral, 2.5 of the respondent
are Strongly Agree and 0.8 of the respondent are Strongly Agree.
CS2
Confirmation of customer needs
Strongly Disagree (1)
Disagree (2)
Neutral (3)
Agree (4)
Strongly Disagree (5)

No. of
Respondent
0
6
64
49
1

Percent
0
5.0
53.3
40.8
.8

Total

120

100.0

Data Interpretation:
53.3% of the Respondent are Neutral to Confirmation of customer needs, 40.8% of the Respondent are Agree, 5% of the respondent
are Disagree and 0.8% of the respondent areStrongly AgreeS

CORRELATION BETWEEN FACTORS INFLUENCING ONLINE SHOPPING AND CUSTOMER SATISFACTION

The table below exhibits the results of Pearsons correlation between various factors influencing
Correlation between various factors and customer satisfaction
Website
Logistical
Product
Characteristics
support
characteristics
**
**
Customer
Pearson
.426
.398
.445**
Satisfaction
Correlation
Sig. (2-tailed)
.000
.000
.000
**. Correlation is significant at the 0.01 level (2-tailed).

Homepage
.339**
.000

Data Interpretation;
To measure the effect of various factors of online shopping and customer satisfaction, Pearson Correlation was employed. The
findings are summarized in table above. The analysis indicated that there exists a positive relationship between Website
Characteristics and customer Satisfaction i.e. .426 at significance level of 0.01. This implies that respondents feel that webpage
should be is user friendly and easy to operate. The analysis also pointed that Logistical Support, product characteristics and homepage
are positively related to customer satisfaction i.e. .398, .445 and .339 respectively at significance level of 0.01. Findings confirm the
study by Harvard Business Review (march-April 1996) which asserted that purchasing in product characteristics and home page
enhances the visual appeal and attract users propensity to buy online

Finding
The research suggested that respondent prefer online shopping. Finding suggested that
majority or respondent are use flipkart for shopping but after filpkart most preferred
website is jabong.com on the basis of logistical support filipkart is better than any other
website