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Qualitative Study on Influencing Factors of
Online Shopping in India
Aradhana Kumari , Sekhar Swain
12
1Professor, Department of Journalism and Mass Communication, Chaudhary Devi Lal University, Sirsa (Haryana), India
kumari001@gmail.com
2Research Scholar, Department of Journalism and Mass Communication, Chaudhary Devi Lal University, Sirsa (Haryana), India
s
wain815@gmail.com
Abstract: Due to the change of times, amazing revolutionary changes have taken place in today's era. One of these is the Internet, due
to which Marshall McLuhan's phrase in which he said that the world is a global village became meaningful. While defining 'World is
Global Village', he had said that people will be connected with each other through some technology instead of meeting physically, which
can receive and send information, like in today's time, social media. It is doing. No area of the world has remained untouched by the
influence of online media. Today, daily essential items of human life are being bought and sold online. Every basic need of daily life can
be demanded from anywhere and at any time while sitting at home. The traditional shopping, which has been going on since ancient
times, where the buyer used to inspect and buy the goods himself or with the help of an associate, is changing at a rapid pace in the
changing era. All the products available from shops to big malls are being purchased through web sites or apps. No one would have ever
dreamed that a customer would be able to buy goods manufactured abroad directly after viewing them online, but all this became
possible due to the technological revolution.
Keywords: Internet, Online Media, Shopping, Products, Secure Payments
1. Introduction
Business activities are very important for any nation. The
economic situation becomes stronger only because of
business. An economically prosperous nation develops
rapidly. A country like India which was progressing with
kings and emperors, which was enslaved by the British for
almost three hundred years and its economic strength was
broken, but even after all this, today India is competing with
the world. Technological development gradually gained
momentum in India. Here after printed mediums, electronic
medium has contributed significantly in the path of
development. In this context, Internet has contributed in
increasing the economic and trading power of India with the
world. In ancient times, one had to travel long distances on
foot for business purposes.
One had to stay out of the house for many days. Online
media have made this very easy, through your mobile phone
and computer etc. buying and selling transactions worth
billions of rupees can be done without any hassle with just
one click. Similarly, consumers have started getting inclined
towards online shopping. Hundreds of sites in the world
including India are selling goods online. Here the goods are
being supplied as per the demand of the consumers. Earlier,
videos were available for on-demand entertainment. But
now various types of services including food items have
started becoming available. Due to all these services, today
shopkeepers, shopping malls, wholesalers etc. in the world
are facing huge losses due to new marketing through online
sites. If we say that the development of communication
media in the world has made the world very small, then it is
very accurate. On the basis of technical knowledge and
suitable resources, man can easily get all the comforts of the
world right from his home. Now he does not have to travel
long distances nor does he need to visit different shops or
shopping centres personally. Grocery stores, wholesale
shops, malls, stores etc. were the favourite places for
shoppers. Buyers take goods on loan from here, select the
goods, see and like them and then return them if they do not
fit, touch the different types of sizes, fittings, clothes and
check their quality. Goods can be purchased. Along with the
world, technological development made its inroads in India
too and it took no time for the latest medium of
communication, Internet, to attract customers first from
government departments and later from private shops like
cyber cafes. There was intense competition among the youth
to adopt this medium. To take advantage of this,
multinational companies did not delay in expanding their
business to reach customers through the Internet. Not only in
India but in almost all the countries of the world, big
multinational companies have stepped forward in this field
and achieved success, due to which not only the customers
but also the companies started getting crores of times profit.
This was the main reason that these companies gave a new
lease of life to their business activities even beyond the
borders of the country. Due to this the income of the nations
also started increasing. Having access to all online service
providers through Internet providing companies gave a lot of
freedom to the customers. He can travel to the destination of
his choice, book trains for travel, hotel booking, book his
favourite food, book movie tickets online, buy electronics
goods, fashion, health, cosmetics, kitchen goods, shoes etc.
Thousands and lakhs of products related to slippers,
spectacles, shirts, pants, flour, biscuits, sanitary pads etc.
started being purchased online. Due to being busy in daily
tasks, man used to spend many hours standing in queues to
pay his electricity bill, water bill, telephone bill, property tax
bill, but due to online facility, these tasks can be done in a
few seconds. Completes the work and also avoids surcharge
due to delay. Due to changing consumer behaviour habits,
today's consumer has started shopping in a much easier and
more efficient way. Due to today's modernization,
consumers, especially the youth, have started considering it
DOI: 10.53469/jgebf.2024.06(09).10
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Volume 6 Issue 8 2024
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as a symbol of their 'on, bon, show', leaving aside the
traditional shopping and adopting the latest shopping
methods. Young women have played a greater role in this
also.
Major Online Sites
Along with the world, there are many sites and apps related
to online shopping in India which are doing new
experiments in the field of online shopping every day and
attracting users by displaying special deals and products
along with services. Among these, the major online sites are
written below.
Amazon- This site sells millions of products from thousands
of different brands. It deals in selling household goods,
electronic appliances, and apparel, toys and sports goods. It
was established on July 5, 1994 in Bellevue, Washington,
United States. This site gives membership to consumers by
charging membership fees and consumers get many benefits
from this membership. Such as free shopping, prompt
delivery, benefits of buying and selling before other
consumers, etc. This is a site that sells goods with huge
discounts every year in the name of 'Amazon Great Indian
Sale'. It is the world's largest online goods selling site.
Amazon is one of the top 5 websites since 2013. The site
receives an average monthly user visit of over 324.18
million users.
Flipkart - Flipkart.com, a site that started its online business
in India from Bengaluru in 2007, started selling books online
from book stores. Later this site started selling items used in
daily life. The site is visited by approximately 195 million
users per month. This site also sells products from world's
top brands.
Myntra- Myntra.com The work of selling fashion products
is done through this site. It was founded in 2007 to sell
personalized gift products. In 2014, Myntra.com was
acquired by Flipkart. She has signed contracts with world
famous fashion brand companies. Which works to sell brand
products from door to door through online, this site is also
visited by about 49 million consumers every month?
Snapdeal- In 2010, Kunal Bahl and Rohit Bansal
established an e-commerce company in New Delhi. This site
serves to sell the product to the consumers with confidence.
The credibility of this site is very good in India. 19 million
users visit it every month.
1MG- 1MG.com offers health related services and products.
It was founded in April 2015 by Prashant Tandon, Gaurav
Aggarwal and Vikas Chauhan. Earlier it was established as
1MG, later it was established as Tata 1MG. It is providing
its services and products to the customers from Gurugram.
Along with medicines, this site also provides the facility to
get medical related tests done. About 28 million users take
advantage of this site.
Ajio- Ajio.com Ajio is the fashion portal of Reliance
Industries serving online consumers since 2016.
Approximately 26 million users visit this site every month.
Reliance Company has opened its showrooms in every
corner of the country, and at the same time it provides online
services rapidly to the consumers.
MakeMyTrip- MakeMyTrip.com portal works to provide
24 hours services whether it is booking tickets, hotels, buses,
train tickets or holiday packages during travel. About 24
million consumers avail the benefits of this portal every
month. This Gurugram-based company was founded by
Deep Kalra in 2000. This company has a very high share in
the Indian travel market. One out of every twelve domestic
flights is booked through this company. This company
provides the best services to domestic and foreign visitors.
Zomato- From this online site, consumers can easily order
the food of their choice at home. It gives its pro consumers
the benefit of free delivery and additional discounts along
with subscription fees. Many times this company provides
some special facilities to its customers in lunch and dinner.
About 20 million people visit this site every month. This
company was established in Gurugram in 2008 by Pankaj
Chadha and Deepinder Goyal. It has achieved 963 in Alexa
rank.
Shop Clues- ShopClues.com This Company, which has
gained immense recognition in India, was founded in July
2011 by Sanjay Sethi, Sandeep Agarwal and Radhika
Agarwal. This is owned by Cluj Network Private Limited.
Online orders are taken by this company and their payment
is done on time. This company delivers various types of
goods and commodities to consumers. Consumers can buy
one of the best products from this company. Such as mobile,
computer, camera, books and cosmetic items etc. Like other
companies, this company also provides its services to the
consumers 24 hours a day, seven days a week. Even on this,
consumers can easily get the item replaced if they do not
like it. This is a very good and most useful deal for the
consumers.
Jbong: Jbong.com This site also attracts consumers to buy a
variety of online shopping items. This site was started by
Flipkart Company in 2012. The name of this company is
associated with Flipkart. This company is a shopping
website especially related to fashion and lifestyle, shoes. It
provides its services to consumers through sites and apps.
Even on this, consumers get good discounts by making
online deals.
eBay: eBay.com is a United States multinational company
that provides goods to online buyers. This site is also special
for consumers. It was founded in 1995 in San Jose,
California. On this also, consumers shop to buy various
types of goods. This company also delivers high quality
goods to consumers with complete safety. Like any good
online shopping company, it is also maintaining good
penetration. On this, electronic goods can be purchased
easily and at low prices. Many types of coupons and
discounts are also available.
OLX: OLX is a French online exchange company. The
company was founded in March 2006 by Fabrice Grinda and
Alec Oxenford. In 2010, Maspers Company bought it. This
company is a worldwide internet media company. In a way,
this company is like an online market where consumers can
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buy and sell any and any type of goods. Here, just as you
can buy things from home, you can also sell them from
home. This company has spread its business not only in
India but in 45 countries of the world. OLX company
focuses on the development and convenience of consumers.
Its main objective is to provide middle class families with
ease to fulfil their needs.
Similarly, many national and international sites like
FirstCry.com, Reliance Digital, Tata Cliq, FNP.com,
Swiggy.com, Nykaa.com, Pharmacy.com, BigBasket.com,
Paytm.com, ShopClues.com, and Pepperfry.com
Innumerable products are bought or sold every day on sites
like Netmeds.com etc.
2. Literature Reviews
In the book written by Tripathi, Madhusudan (2002), the
behavior of consumers and their practical actions have been
explained, how the interests of consumers should be given
importance and emphasis has been laid on increasing their
safety and awareness. The transaction process has been
explained to the customers to ensure safe and proper
purchase of goods.
The research work “Consumer Awareness – A Case Study
of Jalna City” by Lokhande, Muralidhar Ananda (2006) in
the context of Maharashtra explained that based on the facts,
consumers need awareness due to greed and fraud. 55.56
percent customers of Jalna city are not aware about
Consumer Protection Act, consumer redressal machinery
like District Consumer Forum, State Central Vigilance
Commission. Every consumer has the right to get maximum
satisfaction from goods and services; only for this he pays
the price. Based on the data, it was revealed that 38.88
percent respondents have knowledge about monthly
shopping. 78.88 percent respondents make their monthly and
annual budget. 51.12 percent respondents buy the goods
after checking them. The research found that the customer
needs to be cautious. While purchasing goods inspect and
check the goods, otherwise customers will have to prepare
themselves for loss.
Shekhawat, Shashi and Singhal, Shuchi (2014) studied
online and offline shopping in “A Holistic Study of Online
and Offline Consumers”. In this, research has been done on
the behavior of consumers towards online shopping. Here it
is very important to know how much information the
customers need about the product. Online shopping
behavior, search, purchase, use and analysis of goods reflect
the online behavior of consumers. In this study, data was
collected by studying 100 respondents through
questionnaire. The main hypothesis is the difference in
purchasing decision making processes in online and offline
mediums. In this, both online and offline shopping behavior
was understood.
Gupta, Puja (2015) in their study ‘Comparative Study of
Online and Offline Shopping: A Case Study of Rourkela in
Odisha’ found that the youth group prefers online shopping
more than the middle age group. The product is available,
time, money and effort is saved. Goods are delivered to your
doorstep free of cost. Most of the online shopping is done on
Flipkart, Snapdeal and Amazon. Consumers consider cash
on delivery and online banking as safe and secure methods
of payment. Flipkart, Snapdeal and Amazon have been
considered suitable in terms of delivery of goods within
stipulated time and cancellation of product orders
respectively. Buyers collect information about a product
from online sites before making an offline purchase. When
the price of online and offline goods is same then consumers
prefer to buy the offline goods because it can be seen and
tested by touching it.
Deshmukh, Dr. G. and Joseph, Dr. Sanskriti (2016) in the
research paper “Online Shopping in India: An Inquiry into
Consumers World” found that among the reasons for
consumers to shop online, online shopping is convenient,
anywhere, anytime and compare prices. , studies have been
conducted on purchasing by comparing product
characteristics of different types of products and from
different brands. Constructed a structural equation model of
online shopping process usage by identifying 100 online
shoppers and studied the behaviour of Indian buyers along
with the characteristics of major consumers and products,
sellers, online shopping sites.
Sarkar, Raja and Das, Dr. Sabyasachi (2017) in “Online
Shopping vs. Offline Shopping: A Comparative Study”
found that there is a lot of difference in the shopping
behaviour of customers through online and offline medium.
Despite the rapid growth of online shopping, most
consumers still shop from physical stores. In India, it is the
youth who are promoting online shopping. Offline shopping
has been badly affected by online shopping, as the discounts
available on online shopping have caused losses to
shopkeepers.
According to the research paper “Shopping Boom in
Aurangabad – A Study of Traditional Shopping Versus
Online Shopping” by Sarwar, Dr. Syed and Deshmuk,
Neeshigandha (2018), 96 percent of the respondents are
able to do online shopping. 70 percent of the respondents
faced risks during internet-based online shopping and 37
percent of the respondents became victims of security and
fraud. Based on the study, most of the consumers are very
satisfied with online shopping because they get the facility
of time saving and digital payment. Online shopping is more
convenient and easier than traditional shopping.
Rashid, Noor N. H., et all (2019) in their research work
“Factors that Influence Online Purchasing Behavior among
Students in University Utara Malaysia” found the behavior
of university students to be attractive to shoppers through
trust towards online platform and benefits of shopping has
gone. The changing lifestyle of the modern era has also been
influenced by online technology. These are the main reasons
that promote online shopping. Receive information related to
product or service on social media and internet. The process
of purchasing them is completed by reviewing them online.
Due to digital revolution and increasing use of digital
gadgets, all types of information reach the consumers.
Product analysis, reviews and evaluations of various
consumers etc. on social media are analyzed by the
respondents. 41.9 percent students admitted that they have
been cheated online. There is a great need to make online
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shoppers aware and educated about online financial
management and risks.
A., Vinothini and Tamilmarn, Dr. R. (2020) in their
research on “Customer Perception on Online Apparel Stores
in Chennai” said that the major factor for consumers to do
online shopping is the convenience, ease and ease of use of
online shopping and it can be used anywhere and at any
time. Other factors like discounts, cash-on-delivery; free
home delivery, coupons, price comparison etc. promote
online shopping. Due to the rapidly increasing online
shopping, offline shopping or traditional shopping is seen to
be in decline.
Ahmed, Imran (2020) in the research study “Perception of
Customers towards Online Shopping” said that consumers
have been shopping online for more than half a decade. Also
use internet for more than three hours. With the advent of
smart phones, it becomes easier to use the internet and
online has got a boost. It was also found that 24.40 percent
of the respondents were shopping online for the first time.
About 50 percent of people shop 1-4 times a year. 60.60
percent people say that online sites or apps have had a
negative impact on offline shopping. 94.80 percent
consumers prefer Amazon.com for online shopping.
Electronic products are purchased more. After that the
clothes are purchased. Cash on delivery is the most preferred
option. Consumers are more concerned about the risks
involved in online shopping. It was also found that online
shopping convenience, ease of use, customer services, price,
discount, security, delivery services and product quality
influence online shopping. Convenience and ease of use are
attracting customers for online shopping.
Lakhan, Pratibha B. (2022) conducted a comparative study
of 300 consumers of Amravati in “A Comparative Study of
Online Shopping and Offline Shopping”. For online
shopping, more purchases are made from Amazon, Flipkart
and Meeso. Whereas offline shopping, wholesale and retail
shops, malls and street shops are preferred. Online shopping
offers time savings, free access to goods at home, deals,
discounts on special occasions and festivals, discounts and
24/7 shopping convenience. On the contrary, the main
reasons for offline shopping are size and fitting, safety,
experience of selection, feeling of jaggery by touch etc.
Major reasons encourage offline shopping. Variety of
products, low prices, time saving attract youth more for
online shopping. Clothes, electronics goods are purchased
comparatively more. Consumers have also been found to
lack knowledge about different types of online shopping
sites. It was also found that both men and women do not
shop equally. Women shop more than men. Both types of
purchases cannot be considered the same.
Ravikant (2022) has given information about the cases of
complaints in banking sector, electronic, telecom along with
other complaints in ‘New dimension, development and
awareness of Consumer Protection Act with special
reference to e-commerce’. After the amendment of the
‘Consumer Protection Act, 1986’, the ‘Consumer Protection
Act, 2019’ explains the importance of the rules and legal
proceedings made for e-commerce companies selling goods
online. Consumers have been made aware of information
related to online transactions, internet, and cyber system and
strengthening cyber laws. The online system can be
strengthened by providing security to customers by
preventing illegal advertisements and sharing any kind of
user information with others.
In the research article “Attitudes Towards Online Shopping
During Pandemics: Do Gender, Social Factors and Platform
Quality Matter” by Boustany, Nada Mallah, Mai Merhej
Sayegh and Zahar Boustany (2022), online convenience
provided to customers in a crisis like pandemic COVID-19
Is. It was found that the Internet proved to be a boon for e-
commerce and buyers sitting at home. Multinational
companies understood consumer behaviour at this time. At
this time companies studied consumer behaviour in depth.
Online business strengthened structural framework, process,
disaster management, logistics and supply chain. Ordering
online, using digital technology, knowing the marketing
policy of companies etc. keeps them engaged in online
shopping. We are busy in making the online platform
customer friendly at a fast pace.
Balusya, S.N., et al (2022) “Online Shopping Indonesia:
Customer Perceptions”, International Journal of Applied
Business and International Management, 7(2), 82-104. The
research article published in has shown positive and high
perception of consent of all the respondents towards online
shopping. Supervisors at Shopee, Lazada, Bukalapak and
Tokopedia must emphasize customer safety and value.
Customers need to be told that online shopping is more
efficient and better than traditional shopping. To attract
customers, there is a need to make the interface, design and
pages easy to open and friendly and understandable during
low internet speed. Customer trust also needs to be gained
regarding the security of data on the website, which
influences purchasing decisions.
Sarai, Dr. K. and Anusankari, Dr. D., (2023) in “A Study
on Consumer Perception of Consumer towards Online
Shopping” found that 48 percent of those with income below
Rs. 18,000 have their own internet facility at home for
shopping through online medium. 44 percent themselves
make purchases after being influenced by online shopping.
Cash-on-delivery is more attractive to customers. The
respondents have a positive attitude in encouraging others to
shop online. Factors affecting consumers include longer time
taken to get products online, lack of resolution to consumers'
questions or curiosities, A.T.M. There is a risk of card data
theft. The respondents stressed on improving and securing
the security of online payment systems. Emphasis was laid
on increasing consumer awareness of online shopping and
improving delivery time. It is the responsibility of online
companies to control online shopping by detecting and
solving customer problems as soon as possible.
Selvakumar, Saravanan, Madhumadhi, J, Prabhakaran,
G. and Gomathipriya, Dr. S. (2024) based on the study “A
Study on Consumer Persuasion Towards E-Shopping Portal
in Salem, Tamil Nadu” found that people in the age group of
21 to 30 shop online, in which women are more. Amazon
and Flipkart are given more importance. About 49 percent of
the respondents are satisfied with online shopping who have
started online shopping themselves. 78 percent people spend
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up to Rs 2,000 and buy toys and children's products the
most. Buy beauty products after this. Most of the
respondents have more than four years of purchasing
experience. Most of the respondents shop for shoes and
clothes online. Consumers get more benefits through online
shopping and services.
Farsi, Mrs. Thuraiya et al (2024) in “Customer Satisfaction
towards Online Shopping” in the study of Muscat region of
Oman found that the consumer is aware of online shopping.
They give importance to online shopping because it is very
easy to shop here. There is financial risk in online shopping.
Cheating, not getting suitable and correct goods etc. The
reliabilities for items related to Internet access and use, risk,
privacy protection, price variation, and Internet shopping
anxiety are greater than 0.7. In online shopping, price
influence element had more influence and social influence
element had the least influence. found that cost, security and
concerns about online shopping influence consumer
satisfaction. This study found that women shop more than
men. Also, it was found that youth in the age group of 15 to
25 are more conscious about online shopping and do so due
to modern living standards. The attitude of middle-aged
people towards online shopping is negative. On the basis of
education also, graduate youth were found to have a more
positive attitude towards online shopping.
Mythili, R. and Kumar, Dr. K. (2024) in their study “The
Impact of Online Shopping on Customer Satisfaction among
Chennai Customers” reported that online consumers prefer
to do online shopping on special occasions and festivals and
keeping their needs in mind. On statistical basis, a positive
logical relationship was found between age and online
shopping habits. Due to which there are many reasons for
online shopping to grow rapidly in the future.
Shah, F.A. and Tandon, V. (2024) in “Online Shopping in
India: A Cross-Cultural Study of Paradigm Shift in Tier II
Cities” The patterns of living of individuals have undergone
changes due to changes in lifestyle. Online shopping has
been very important for Indian consumers. To profit in e-
business there is a need to take care of the interests of your
customers. Only continuous efforts to give importance to the
satisfaction, convenience of customers and interest of buyers
along with honesty can create competition. Online shopping
enables business health, safety and risk during a pandemic
like COVID-19.
Sahni, Deepak Kumar and Singh, Dr. Neeraj Kumar
(2024) in ‘An Overview of Consumer Purchasing Behavior
in Online Shopping: An Analysis’ found that women and
consumers living in urban areas shop more online. In
contrast, consumers in rural areas do very little online
shopping. Low income people are also ahead in online
shopping. Most consumers choose Flipkart platform for
online shopping. Apparel, clothing and accessories, books
and electronic goods are mostly purchased through internet
based online medium. Time saving, convenient and easy
shopping, discounts etc. are the main factors which promote
online shopping
Research Objectives
Due to the increase in internet users and easy use of smart
phones, online shopping has given a lot of impetus.
Nowadays it has become an integral part of every person. Be
it social media or mainstream media, children or women,
everyone has started giving importance to online. Therefore,
in this study, the aim is to study the factors affecting online
shopping by studying the articles, research papers and
research works published on online shopping. The
purchasing behavior of online e-commerce consumers,
which is happening not only in India but in many countries
of the world, will be studied.
• To study the interest of buyers towards online shopping.
• What type of product do you prefer to buy more in online
shopping?
• Which online shopping sites and apps are trusted more?
• What factors influence online shoppers?
Hypothesis:
H0: Young people shop more online.
H1: Women shop online more than men.
Importance of Research:
Due to technological development, there have been rapid
changes in the field of communication. Due to this, the
media has also influenced the online consumers. Research
and technology along with market functions have changed
human behaviour and purchasing habits. The objective of
this research is to study the habits and interests of the
shopping people. Therefore, online shopping habits have to
be studied with depth and seriousness. In this study the
changing human shopping behaviour is to be studied in the
context of their purchasing behaviour. The benefit of this
will be useful for online buyers and people thinking of doing
online shopping.
Research Questions:
The proposed research study will be based on the following
research questions.
1) How do buyers find online shopping information?
2) What type of products do you like to buy from online
shopping?
3) Which sites and apps do shoppers prefer?
4) What factors influence whether or not to shop online?
5) Who does more shopping, men or women?
3. Research Methodology
In the presented study, more than 50 research works,
research papers and research articles have been studied on
the basis of secondary data. It has been based on the research
works of many researchers from India and abroad, obtained
on literary basis. The study has been concluded based on the
results obtained from all these facts or figures. The results
which are common in all have been taken as conclusion.
Discussion on Major factors influencing purchasing:
Based on the secondary data, the following factors influence
the online shopping behaviour of consumers:
• Risk- Due to today’s fraudulent and fraudulent web site
links, consumers are losing their money and information
to the wrong people. Buyers and sellers of goods online
face the risk of receiving substitute goods in place of
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expensive and valuable goods. Due to this risk also, the
customer does online shopping only to avoid online
shopping and fraud. This is a huge factor hindering
online shopping.
• Personal Perception- Personal perception also
influences purchasing. Because if someone gets cheated
during his first purchase or does not get a product as per
his liking, then he does not shop online again and also
tells others about it which has a negative impact.
• Price-The price of an item or product is a huge factor in
buying or not buying that item or product. People with
low income make more purchases, but if customers do
not get the right product at a suitable price and have to
pay a hidden price, then their purchases are affected.
• Benefits- Another option for online shopping is to get
benefits. Online shopping is known to have benefits.
Creates trust in customers by giving them benefits or
free facilities. Purchasing can be done from any of the
sites by comparing the price of the product on online
shopping sites. Customers get benefits from this.
• Delivery on time- Goods ordered by consumers are
delivered to their homes through various sites. This
delivery is available for free or with fixed price
purchases. However, if there is a delay due to any
reason in delivering the product on time and at the
specified place, then that also affects the purchase.
• Return Policy- Many times during online shopping, the
purchased product has to be returned due to lack of size,
fitting and quality. This policy affects many buyers.
Because the item purchased offline can be returned after
purchase. If this return policy is easy and simple then it
has a positive impact on the buyers.
• Quality- The quality of goods purchased online also
affects purchasing behavior. Because the customer pays
the price for any product, he makes the purchase
keeping in mind the quality of the product. Before
making a purchase he collects in-depth information
about it. If the quality of the product does not satisfy the
consumer then it affects the purchase.
• Time Saving- The main reason for online shopping is
that the consumer can shop anytime and from anywhere.
In today's busy time, no one has any time to waste hours
in the rush of markets and roads. To avoid this crowd
and hassle, you can purchase items online from your
home, office or even while traveling. Besides, the goods
also reach home.
• Discount- Online means purchasing goods at discount
or low price. To attract consumers, all online companies
sell goods with huge discounts on special occasions and
festivals. Consumers are attracted by giving discounts in
the name of Maha Sale, Big Dhamaka Sale, Friday
Night Sale, Sunday Sale etc. Along with this, special
coins, coupons, discounts on cards or goods are also
available on instalments. All these reasons are also
necessary for shopping.
• Consumer friendly interface- The user interface of
online sites should also be consumer friendly. They
should not face any problem in finding the product. It
should be attractive and quick to open photos. It should
also be easy for the consumer to make payments and
track the status of his ordered goods or anyone visiting
the sites for the first time can easily explore it.
• Simple assortment of products- Buyers should have
simple assortment of products available on online sites
for convenience while shopping so that the consumer
does not face any kind of trouble in selecting a certain
product. He could go to that section and study the
features of the product and the reviews related to it.
• Payment facilities- How to pay for the products
purchased online. Companies also need to make a
policy for secure payments. Many incidents of theft of
consumer card related data are seen every day.
Therefore, payment must be secured.
• Cash-on-delivery facility- The facility of avoiding
various types of hassles for payment and making
payment by giving cash at the time of delivery of goods
to the consumer has also been positive for shopping. By
providing the facility to the consumer to make payment
upon receiving the goods, any kind of fraud with the
customer can be avoided. Trust also increases.
Therefore, the customer makes more purchases with this
facility.
4. Conclusion
Based on the facts obtained from research papers, it can be
concluded that only a single person has been left untouched
by the increasing effects of online shopping. People of
almost all age groups are aware of online shopping. But
even among these, consumers in the age group of 18 to 35
make the most online purchases. If we look at women and
men, women shop more than men. The reason behind this
can also be considered that different and special series of
products related to women are available in large quantities
on online stores. Both the hypotheses made for this study
have been found positive. The study found that most
consumers collect information related to online shopping
from social media, television advertisements, and newspaper
advertisements as well as from their friends and family
members. Most of the consumers give more importance to
purchasing electronics goods like mobile phones, laptops,
televisions, smart watches, toys, etc. through online. After
that, clothes and shoes are purchased. Women spend more
on buying beauty products, artificial jewellery and apparel
respectively. Groceries, food items and online services like
bill payment, ticket booking, hotel booking are also done.
Among the more reliable online sites or apps for shopping,
consumers preferred Amazon, Flipkart, Meeso, Myntra,
Snapdeal, and Gemstone respectively. The quality of the
product has also been found to be excellent on all these.
Among the more reliable online sites or apps for shopping,
consumers preferred Amazon, Flipkart, Meeso, Myntra,
Snapdeal, and Gemstone respectively. The quality of the
product has also been found to be excellent on all these.
Among the more reliable online sites or apps for shopping,
consumers preferred Amazon, Flipkart, Meeso, Myntra,
Snapdeal, Gemstone respectively. The quality of the product
has also been found to be excellent on all these. These
factors influence buyer behaviour both positively and
negatively. The study also found that consumers in low-
income and urban areas shop more online. Consumers avoid
purchasing more expensive products online. If the price of
online and offline product is the same then it is preferred to
buy the product offline. The return policy of products and
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goods is also one of the reasons why more expensive items
are purchased from offline stores only after checking them
so that there is no need to return them.
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