A DISSERTATION ON THE DETERMINANTS OF CUSTOMER ACCEPTANCE AND SATISFACTION IN ONLINE SHOPPING [E COMMERCE]

FOR THE PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF MASTERS IN BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF: Mr. RAJKUMAR GIRIDHARI SINGH. READER, DEPARTMENT OF MANAGEMENT, MIZORAM UNIVERSITY.

SUBMITTED BY: TITTUMERIN JOSEPH M.B.A 4TH SEMISTER, ROLL NO: 42 OF 2011

DEPARTMENT OF MANAGEMENT MIZORAM UNIVERSITY TANHRIL, AIZAWL

DECLEARATION
I, Tittu Merin Joseph for the partial fulfillment of the requirement for the award of masters in business administration [university registration No: 42of 2011] at Mizoram university hereby declare that I have completed my research report on the topic titled A Comparative Study On Customer Acceptance And Satisfaction In Online Shopping [E commerce]as a compulsory part of my course curriculum The information provided in the report is original and has not been copied from anywhere. The report is not submitted to any other university / institute for the award of any other degree / diploma.

Tittu Merin Joseph

ACKNOWLEDGEMENT

No Man Is Complete In Knowledge But A Single Ray Of Knowledge Can Be A Way To Success
This report is a culmination of efforts of several people who contributed to the accomplishment of this dissertation and my sincere gratitude goes to all of them , It gives me immense pleasure to thank all those people who have directly or indirectly helped me in successful completion of my Research project, which would surely be a treasure to my career.

I have tried my best to present this information as clearly as possible using basic terms that I hope will be comprehended by the widest spectrum of researchers, analysts and students for further studies.

I sincerely thank my project guide Mr. Rajkumar Giridhari Singh ( Department of Management, Mizoram University) for his excellent guidance, help and motivation. Apart from the subject of my project, I learnt a lot from him, which I am sure will be useful in different stages of my life. I would also like to express my heartfelt thanks to Dr. L.S. Sharma (The Head, Department of Management, Mizoram University) for allowing me for doing my Project. I would also like to thank Prof. A.K. Mishra, (Reader, Department of Management, Mizoram University) for his support, motivation and encouragement that lead me to complete my Research Project successfully.
Mere acknowledgement may not redeem the debt I owe to my parents for their direct/indirect support during the entire course of this project.

ABSTRACT
E-commerce is fast gaining ground as an accepted and used business paradigm. Most of the business houses are implementing web sites providing functionality for performing commercial transactions over the internet. Growth of internet gave rise to the online banking and others financial transactions. But many psychological factors are hindering the growth of e-commerce and are causing anti e-commerce perception in the minds of consumers. This dissertation analyzes the role of e-commerce in the present scenario of a developing country like India and how the growth of the economy has been linked with e-commerce. Mostly the customer satisfaction level in online shopping is analyzed, as e-commerce play an important role in the economic development of the country it gives enhances a better place in the market. Now the development of a country is through its economic improvement E-commerce and e-business has contributed much by eliminating the middleman and by providing an alternative channel, it also reduces the unnecessary space of warehousing manufacturing and even marketing. The only drawback of e-commerce is that the products are intangible, it may affect the e-business phenomenon bust apart from that its doing a brilliant job in uplifting the economic condition of a developing country like India, as concentrating more on the state like Mizoram which is in its developing stage its more imported to know about the peoples view and satisfaction level by purchasing from an online store. The study also gives out a clear picture about the future of online shopping in Mizoram. Data have been collected from both primary and secondary sources. Primary data have been collected through questionnaire method from Aizawl district of Mizoram. Data have also been collected from respondents through questionnaire through e-mails from other part of the country. Keywords: Ecommerce, Customer satisfaction.

Appendix-I

Certificate from The Guide

This is to certify that the project work titled The Determinants Of Customer Acceptance And Satisfaction In Online Shopping [E Commerce] is a bonafide work carried out by Miss. Tittu Merin Joseph (Registration No: 42 of 2011) a candidate for Post graduation (M.B.A) in Mizoram University under my guidance and direction.

Signature Of The Guide: Name: Rajkumar Giridhari Singh Designation: Address:

Date; Place:

Table Of Content

ACKNOWLEDGEMENT PERFACE CERTIFICATE Chapter 1: Introduction 1.1Background 1.1.1Growth of E-commerce in India 1.1.2 Segments that recorded growth 1.1.3 Difference between online store and physical distributer 1.1.4 E-Commerce in Present Indian Scenario 1.1.5 Online shopping in India 1.1.6 Advantages of E-Commerce to the Online Business 1.17 Challenges Ahead 1. 2 Problem Discussion 1.2.1 Purpose 1.3 Outline of the study Chapter 2: Literature Review 2.1 Theory of Technology Readiness (TR) 2.1.1 Conceptual Model 2.1.2 Online customer satisfaction (E-satisfaction) 2.1.3 Framework for consumers intentions to shop on the internet

I II III 1 2 2-4 5 5-6 6-8 8 9 9-10 10 10 11-12 13 14-15 15 15-16 16-18

Chapter 3: Research Questions and Frame of References 3.1 Demarcations 3.1.2 Frame of references Chapter 4: Research Methodology 4.1 Research objective 4.2 Population 4.3 Sample Design 4.4 Sources of data 4.5 Research Findings 4.5.1 E-commerce in India in 2012 4.5.2 Online shopping in Mizoram 4.5.3 Some Research Highlights Chapter 5: Suggestions and conclusions 5.1 Future prospect on E-Commerce 5.2 Suggestion 5.2.1 Suggestions from the respondents 5.2.2 Improvement suggestions from the respondents 5.3 Limitation of the study

19-22 23 23-30 31 31 32 32 33 34 34-35 35-36 36-52 53 53 53-55 55-56 56-57 57