1. Study of Online
Buying
Behaviour of
Consumer

2. Research Done by: Team Global
• V. Shiva Devi
• S. Chandruraj
• G. Sathish Kumar
• B. Anjineyulu Naidu
• J. Jeesha Pranjal
• M. Ashok Kumar

3. 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.

4. 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

5. Most Chosen Site
50
8
2
6
0
1
1
8
13
1
5 1 1 1 1 1
Flip Kart(I)
Amazon(II)
Shop Clues(III)
Snap Deal(IV)
Myntra(V)
Yepme(VI)
eBay(VII)
I & III
I & V
I & IV
I & II
II & IV
I & II & IV
I & IV & VI
I & II & V
I & II & III
I & III & IV
I & II & III & IV & VII

6. Reasons to Choose Online
Shopping
0
5
10
15
20
25
30
11
30
4
16
0
4 4
2
3
0
5
3
5
3 3
2
10

7. Most Shopped Category
5
17
3
38
7
0 0
1 1
3
1 1 1 1
7
1 1 1 1 1 1
3
1
2
1 1
0
5
10
15
20
25
30
35
40

8. Issues Faced in Online
Shopping
44
18
5
17
3
7
4
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

9. Post Purchase Experience
16
1
0
3
30
4
0
1
2 22
1
2
0
11
0 0 0
1
0
5
10
15
20
25
30
35
Average(I) DisSatisfied(II) Highly Dissatisfied(III) Highly Satisfied(IV) Satisfied(V)
Flipkart
Amazon
SnapDeal
Shop Clues

10. Responses & Issues
1
0 0
2
0 0 0 0
1
3
0 0 0 0 0 0
20
7
2
0
3
0
1 1
19
7
12
3
4
3
1
33
1
3
0 0 0 0 0
0
5
10
15
20
25
Delay In Delivery Improper Product
Information
More Time to
Access
Fraudlent In
Payment
I & II I & III I & II & III II & III

11. 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

12. 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 259.93650
79
6 43.3228 4.670685 0.0008148
69
2.29460131
4
Columns 230.79365
08
8 28.8492 3.11038 0.0065452
49
2.13822882
7
Error 445.20634
92
48 9.27513
Total 935.93650
79
62

13. Findings
1. Most of the online shopping done on
Clothing is by Females
Electronics 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.

14. 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.

15. 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.

16. Suggestions
Online 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.