INTRODUCTION

Market Research:
Marketing research is the systematic gathering, recording, and analysis of
data about issues relating to marketing products and services. The goal of
marketing research is to identify and assess how changing elements of the
marketing mix impacts customer behavior.

Market Research is “the function that links the consumers, customers, and
public to the marketer through information-information used to identify and
define marketing opportunities and problems; generate, refine, and evaluate
marketing actions; monitor marketing performance; and improve understanding
of marketing as a process. Marketing research specifies the information required
to address these issues, designs the method for collecting information, manages
and implements the data collection process, analyzes the results, and
communicates the findings and their implications.

Consumer Satisfaction:
Consumers are our best source of business information – whether it’s to
improve an existing product or service or whether you’re planning to launch
something new. There’s no substitution for “getting it from the horse’s mouth.
“When you open up the lines of communication, you are able to align your
resources to best advantage, and you often can make changes or launch products
more quickly.

Customer behavior study is based on consumer buying behavior, with the

customer playing the three distinct roles of user, payer and buyer. Research has
shown that consumer behavior is difficult to predict, even for experts in the
field. Relationship marketing is an influential asset for customer behavior

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analysis as it has a keen interest in the re-discovery of the meaning of marketing
through the re-affirmation of the importance of the customer or buyer.

A greater importance is also placed on consumer retention, customer

relationship management, personalization, customization and one-to-one
marketing. Social functions can be categorized into social choice and welfare
functions.

Study:
A Study is an effective tool for measuring the Consumers’ Aspiration,
Trade Channel Behavior, Competitive Actions and etc., It provides a linkage
between the corporate environment and the marketing organization. Marketing
research, thus, may be viewed as an important tool used as an aid for tackling
problems in marketing. A study is a place in which buyer and seller meet each
other and exchange the goods and services. Marketing is an economic process in
which goods and services exchange their value is determined in terms of money
of price.

This field Study is nothing but just analysis of Consumers’ attitude about
the attitude, this satisfaction, his needs, and some other expectations regarding
products specification. As the courses related to business field, each and every
candidate should come to know about what a market is, and what is sale? Yes
exposure of market situation to a young graduate is a must and the syllabus also
provides a fire opportunity to this need.

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 COMPANY PROFILE

AMAZON

Amazon.com, Inc, doing business as Amazon, is an American

electronic commerce and cloud computing company based in Seattle.
Washington that was founded by Jeff Bezos on July 5, 1994. The tech giant is
the largest Internet retailer in the world as measured by revenue and market
capitalization, and second largets after Alibaba Group in terms of total sales.
The amazon.com website started as an online bookstore and later diversified
to sell videos downloads / streaming, MP3 downloads / streaming, audio
book downloads / streaming, software, video games, electronics, apparel,
furniture, food, toys, and jewellery. The company also produces consumer
electronics- kindle e-readers. Fire tablets, Fire TV, and Echo –and is the
world’s largest provider of cloud infrastructure services (IaaS and PaaS).
Amazon also sells certain low-end products under its in-house brand Amazon
Basics.

Amazon has separate retail websites for the United States, the United
Kingdom and Ireland, France, Canada, Germany, Italy, Spain, Netherlands,
Australia, Brazil, Japan, China, India, and Mexico, hi2016, Dutch, Polish and
Turkish language versions of the German Amazon website were also
launched. Amazon also offers international shipping to certain other countries
for some of its products.

In 2015, Amazon surpassed Walmart as the most valuable retailer in

the United States by market capitalization. Amazon is the fourth most
valuable public company in the world, the largest Internet company by

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revenue in the world, and the eighth largest employer in the United States. In
2017, Amazon acquired Whole Foods Market for $13.4 billion, which vastly
increased Amazon’s presence as a brick-and-mortar retailer. The acquisition
was interpreted by some as a direct attempt to challenge Walmart’s traditional
retail stores.

The company was founded as a result of what Jeff Bezos called his
"regret minimization framework," which described his efforts to fend off any
regrets for not participating sooner in the Internet business boom during that
time.

Amazon was incorporated in 1994 in Washington State. In July 1995,

the company began service and sold its first book on Amazon.com: Douglas
Hofstadter's Fluid Concepts and Creative Analogies: Computer Models of the
Fundamental Mechanisms of Though. In October 1995, the company
announced itself to the public. IN 1996, it was reincorporated in Delaware.
Amazon issued its initial public offering of stock on May 15, 1997, trading
under the NASDAQ stock exchange symbol AMZN, at a price of US$18.00
per share ($1.50 after three stock splits in the late 1990s).

Since June 19, 2000, Amazon's logotype has featured a curved arrow
leading from A to Z, representing that the company carries every product
from A to Z, with the arrow shaped like a smile.

72011, Amazon had 30,000 full-time employees in the USA, and by the
end of 2016, it had 180,000 employees. The company employs 306,800
people worldwide in full part-time jobs.

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 On October 11, 2016, Amazon announced plans to build convenience
stores and develop curbside pickup locations for food. In December 2016, the
Amazon Go store was opened to Amazon employees in Seattle. The store
uses a variety of sensors and automatically charges a shopper's Amazon
account as they walk out of the store, eliminating the need for checkout lines.
The store is planned to open for the general public in early 2017.

In June 2017, Amazon announced that it would acquire Whole Foods,

a high-end supermarket chain with over 400 stores, for $ 3.4 billion. The
acquisition seen by media experts as a move to strengthen its physical
holdings and challenge Walmart's supremacy as a brick and mortar retailer.
This sentiment was heightened by the fact that the announcement coincided
with Walmart's purchase of men's apparel company Bonobos. On August 23
, 2017, Whole Foods shareholders, as well as me Federal Trade Commission,
approved the Federal Trade Commission, approved the deal.

In September 2017, Amazon announced plans to locate a second

headquarters in a metropolitan area with at least a million people. Cities
needed to submit their presentations by October 19, 2017 for the project
called HQ2 The $5 billion second headquarters., starting with 500,000 square
feet and! eventually expanding to as much as 8 million square feet, may have
as many as 50,000 employees.

In 2020, Amazon will build a new downtown Seattle building with

space for Mary's Place, a local charity:

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 Amazon.com operates retail websites for Sears Canada. Bebe Stores,
Marks & Spencer, Mothercare, and Lacoste. For a growing number of
enterprise clients. including the UK merchants Marks & Spencer, Benefit
Cosmetics' UK entity, edeals.com and Mother care, Amazon provides a
unified multichannel platform where a customer can interact with the retail
website, standalone in-store terminals or phone-based customer service
agents.

On October 18, 2011, Amazon.com announced a partnership with DC

Comics for the exclusive digital rights to many popular comics, including
Superman. Batman. Green Lantern, The Sandman, and Watchmen. The
partnership has caused well-known bookstores like Barnes & Noble to
remove thesis titles from their shelves.

In November 2013, Amazon.com announced a partnership with the

United States Postal Services to begin delivering orders on Sundays. The
service, included in Amazon’s standard shipping rates, initiated in
metropolitan areas of Los Angeles and New York due to the high-volume and
inability to deliver timely, with plans to expand into Dallas. Houston. New
Orleans and Phoenis by 2014.

In July 2016, Amazon.com announced a partnership with the U.K.Civil

Aviation Authority to test some of the technologies and may use delivery
service via prime air drone in the future.

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 Amazon is the largest internet based company in the united states.
Amazon has separate retail websites for United States, United Kingdom &
Ireland. France, Canada, Germany, the Netherlands, Italy, Spain, Australia,
Brazil, Japan, China, India and Mexico, with sites for Sri Lanka and South
East Asian Countries coming soon. Amazon also offers international shipping
to certain other countries for some of its products.

In the year 2011, it had professed an intention to launch its websites in

Poland, and Sweden. In early June 2013, Amazon.com had launched their
Amazon India marketplace without any marketing campaigns. In July, 2013,
Amazon had announced to invest $2 billion (Rs 12000 crores) in India to
expand business, after its largest Indian rival Flipkart too announced to invest
$1 billion. Amazon.com started as an online bookstore, but soon; diversified,
selling dvds, vhss, cds, video and mp3, downloads streaming, software, video
games, electronics, apparel, furniture, food, toys and jewellry. The company
also produces consumer electronics notably, kindle, fire tablets, fire tv and
phone and is a major provider of cloud computing services.

Amazon
Strengths

1. Strong background and deep pockets- built on its early successes

with books, Amazon now has product categories that include electronics,
toys, games, home and kitchen, white goods, brown goods and much more,
Amazon has evolved as a global e-commerce giant in the last 2 decades.

2. Customer centric; company's robust has created customer centric

processes in order to carefully record data on customer's buying behavior.

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This enables them to offer individual items, related items or bundle them as
an offer, based upon preferences demonstrated through purchases or items
visited. Also, the company claims that 55% of their customers: are repeat
buyers, result in low cost of acquisition of new buyers.

3. Cost leadership: in order to differentiate itself, company has created

several strategic alliances with other companies to offer superior customer
service. The most important strategic tie ups are with logistics provides who
control costs. Because of playing on economies of scale, Amazon is able to
lower the inventory replenishment time.

4. Efficient delivery network with its strategic partners & due to its
Amazon fulfillment centers, Amazon has created a deep & structured network
in order to make the product available even at remote locations. It also has
free of cost delivery charges in certain geographies.

5. Global strategy: by using the strategy of "go global& act local",

Amazon is able to fight with domestic e-commerce: companies through
absorbing & by forming partnering with supply chain; companies. The
branding too is done as per local taste. For example-in India, Amazon is
currently using the campaign to encourage users to browse more of their
products.

6. Acquisitions: acquiring companies like zappos.com, junglee.com,

imbd.com, woot.com etc. Has proven to be a successful and revenue
generating step for the e commerce giant.

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Weakness:
1. Shrinking margins: due to extensive delivery network & price wars
Amazons margins are shrinking, which is resulting in even losses. In India,
Amazon had a loss of $359 crs in the year 2013-14.
2. Tax avoidance issue: Amazon has attracted negative publicity on
account of tax avoidance hi countries like Us & UK. Most of its revenue is
generated from these well established markets.
3. High debt: in many developing nations Amazon is still struggling to
make the business profitable thereby affecting the overall profitability of the
group resulting into high debt.

4. Product flops - Amazon launched the fire phone in the us which was
a big flop. At the same time, kindle fire did not pick up as strongly as kindle
did. Thus, there were several product flops which caused a dent in Amazon's
deep pockets.

Opportunities:

1. Backward integration: Amazon can come up with its in-house

brands in different product categories. They can also differentiate their
offering...This will, help them make profits in highly competitive e-
commerce market.
2. Global expansion: expansion mainly in Asian & developing
"economies will help Amazon because those are the markets with low
competition in e-commerce industries & are not saturated like developed
economies.
3. Acquisitions : by acquiring e-commerce companies it can decrease
the competition level also can use the specialized capacity of the other
company.

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 4. Opening physical stores outside u.s: by doing this Amazon can
help the customers to engage with the brand, resulting in increase in repeat
purchases & increase hi loyal customer base.
Threats :

1. Low entry barriers of the industry : low entry barriers affect the
current player’s business as more & more company means tough
competition, price wars, shrinking margins & losses resulting into
questioning the sustainability of the players.
2. Government regulations : not having clarity on the issues related
to FDI in multi brand retail, has been a big hurdle in the success of
the e-commerce players in many developing nations.
3. Local competition : India has Snapdeal and Filpkart who are local
e-commerce retailers and are taking away majority of the market.
Similarly, there are many local players who take bites from the
market share thereby making it hard for a big player like Amazon to
make profits.

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 PRODUCT PROFILE
Amazon.com's product lines available at its website include several media
(books, DVDs, music CDs, videotapes and software), apparel, baby
products, consumer electronics, beauty products, gourmet food, groceries, health
and personal-care items, industrial & scientific supplies, kitchen items, jewelry,
watches, lawn and garden items, musical instruments, sporting goods, tools,
automotive items and toys & games.

Amazon.com has a number of products and services available, including:

 Amazon Fresh
 Amazon Prime
 Amazon Web Services
 Alexa
 Appstore
 Amazon Drive
 Echo
 Kindle
 Fire tablets
 Fire TV
 Video
 Kindle Store
 Music
 Music Unlimited
 Amazon Digital Game Store
 Amazon Studios
 Amazon Wireless

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AMAZON PAY

Amazon Pay is the trusted and convenient way to pay across multiple
devices.

Use the information already stored in your Amazon account to login and
pay conveniently on hundreds of websites and apps.

Amazon Pay helps you use your already stored Amazon account
credentials to complete your transaction across leading merchant websites and
apps in a convenient and secure manner. Pay through Amazon Pay Balance,
debit or credit cards and net banking..

Use your Amazon account to checkout and pay on websites with your
saved card or Amazon Pay balance. No need to dig for your credit or debit card
while paying.

Your payment information is safely stored with Amazon and accessible

on thousands of websites and apps where you love to shop.

When you Login with Amazon Pay, you take the protection of Amazon
with you. We don’t share your card information, and you are covered by the
100% Buyer Protection plan against defects or delays.

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 OBJECTIVES OF THE STUDY

The attempt has been made to achieve following objectives:

 To find out the awareness of online shopping in India.

 To study the problem related to online shopping.

 To study the use of online shopping.

 To study the popularity in Amazon online shopping.

 To study the conceptual model of Amazon online shopping.

 To study online shopping services.

 To study the solution for online shopping.

 To study the advantages and disadvantages of online shopping.

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 RESEARCH METHODOLOGY

In this survey, convenient sampling method is used. 80 persons are

chosen for the study in Cumbum Town, Theni District to constitute the
sample of consumers for survey. Under convenient sampling whoever is
available, willing and whose co-operation is fully available were taken as
respondents for the study.

RESEARCH DESIGN :

It gives details about, the exploratory or descriptive or experimental

nature of the research work. Why particular design is used and what is its
importance is also put in this section. According to Abhijith Mitra research
design is define as,

“E-commerce in India a review”, international journal of marketing,

financial services & management research. Concluded that the e-commerce
has broken the geographical limitations and it is a revolution – commerce will
improve tremendously in next five years in India.

Data Collection Method

Whether secondary or primary data is to be collected is explained. A
copy of the questionnaire or schedule used is to be attached in appendix and
its importance is highlighted in this getting.

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Primary Data
Primary data are obtained by a study specifically designed to fulfill the
data needs of the problem at hand, such data original in character and are
generated in large number of surveys conducted mostly by government, and
also by some individual, institutions and research bodies. Primary data were
collected from the consumers through questionnaire method.

Secondary Data
Data that are not originally collected by rather obtained from published
or unpublished sources are known as secondary data. Secondary data were
collected from different books and magazines etc., The secondary data
constitute the chief material on the basis statistical work is carry out in many
investigations.

Questionnaire Method :
In this method a questionnaire is send to the people conjured with a
request to answer the questions and return to the questionnaire.

Sampling Plan
Who is to be surveyed, how many are to be surveyed, how are they
selected and how are they reached. All these details are to be given in this
section. According to Blalock define a sample thus. “It is a small piece of the
population obtained by a probability process that mirrors, with known
precision, the various patterns and bob-classes of the population”

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I. Sample Unit :
I chose my sampling are at Cumbum Town for market Survey of the
Amazon.

II. Sample Size :

The sample size taken for the survey is 100 respondents.

Field Work
This section deals with the details of the fieldwork to be carried out,
and methodology for administering the questionnaire or collection of
secondary data. Not-al-horns refusal to co-operate respondent bias, and
interviewer’s bias are also highlighted.

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 DATA ANALYSIS AND INTERPRETATION

This is an attempt to organize and summarize data in order to increase

result. Usefulness in such a manner that enable the researcher critical points
with the study objectives. Sometimes these organizing and summarizing of
data requires the use of the summary statistical measures.

Such as percentage average and dispersion's since most marketing data

are collected the use of sample, the reliability of the summary estimates is
required to determine.

In this survey the collected data are analysis are interpreted by

percentage analysis method.

PERCENTAGE ANALYSIS METHOD:

Percentage method to a special kind of ratio percentage in used in

making companion between two or series of data percentage are used to
describe relationship.

No. of Respondents
Percentage = ———————————— x 100
Total respondents

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 TABLE-1

AGE OF RESPONDENTS

NO OF
S.NO PARTICULARS PERCENTAGE
RESPONDENT
1. < 25 25 25
2. 25-35 50 50
3. 35 – 45 25 25
TOTAL 100 100

Source: Primary Data

Among 100 respondents,

 25 percentage of respondents are between <25.
 50 percentage of respondents arc between 25-35.
 25 percentage of respondents are between >35.

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 CHART-1

AGE OF RESPONDENTS

60

50
50

40

30
25 25

20

10

0
< 25 25-35 35 – 45

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 TABLE-2

GENDER OF THE RESPONDENTS

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Male 60 60

2. Female 40 40

Total 100 100

Source: Primary Data

Among 100 respondents

 60 percentage of respondents are Male.
 40 percentage of respondents are Female.

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 CHART-2

GENDER OF THE RESPONDENTS

70

60
60

50
40
40

30

20

10

0
Yes No

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 TABLE-3

RESPONDENTS OPINION ABOUT SHOP ONLINE

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS
1. Once in month 25 25
2. Once in two month 20 20
3. More frequently 25 25
4. Very rare 30 30
Total 100 100

Source: Primary Data

Among 100 Respondents

 25 percentage of respondents once in month.
 20 percentage of respondents once in two month.
 25 percentage of respondents more frequently.
 30 percentage of respondents very rare.

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 CHART-3

RESPONDENTS OPINION ABOUT SHOP ONLINE

35

30
30

25 25
25
20
20

15

10

0
Once in month Once in two month More frequently Very rare

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 TABLE-4

PREFERRED ONLINE SITE BY RESPONDENTS

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS
1. Flipkart 35 35
2. Amazon 40 40
3. Snapdeal 15 15
4. Paytm 5 5
5. Others 5 5

Total 100 100

Source: Primary Data

Among 100 Respondents,

 35 percentage of respondents preferred the Flipkart
 40 percentage of respondents preferred the Amazon
 15 percentage of respondents preferred the Snapdeal
 5 percentage of respondents preferred the Paytm
 5 percentage of respondents preferred the Others

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 CHART-4

PREFERRED ONLINE SITE BY RESPONDENTS

45
40
40
35
35

30

25

20
15
15

10
5 5
5

0
Flipkart Amazon Snapdeal Paytm Others

25
 TABLE-5

RESPONDENT PAYMENT METHOD

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Debit card 10 10

2. Cash on delivery 40 40

3. Credit card 30 30

Third Party
4. 20 20
(Paytm, Paypal)

Total 100 100

Source : Primary Data

Among 100 Respondents

 10 percentage of respondents payment by Debit card.
 40 percentage of respondents payment by COD.
 30 percentage of respondents payment by Credit card.
 20 percentage of respondents payment by Third party (Paytm, Paypal, etc)

26
 CHART-5

RESPONDENT PAYMENT METHOD

45
40
40

35
30
30

25
20
20

15
10
10

0
Debit card Cash on delivery Credit card Third Party

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 TABLE-6

RESPONDENT OPINION ABOUT SATISFIED OF PRODUCTS,

CUSTOMER CARE, DELIVERY SERVICES

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Flipkart 30 30

2. Amazon 40 40

3. Snapdeal 20 20

4. Others 10 10

Total 100 100

Source: Primary Data

Among 100 respondents,

 30 percentage respondents satisfied with products, customer care and
delivery services in Flipkart.
 40 percentage respondents satisfied with customer care and delivery
services in Amazon.
 20 percentage respondents satisfied with customer care and delivery
services in Snapdeal.
 10 percentage respondents satisfied with customer care and delivery
services in others.

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 CHART-6

RESPONDENT OPINION ABOUT SATISFIED OF PRODUCTS,

CUSTOMER CARE, DELIVERY SERVICES

45
40
40

35
30
30

25
20
20

15
10
10

0
Flipkart Amazon Snapdeal Others

29
 TABLE-7

RESPONDENTS CHOOSE ABOUT ONLINE SHOPPING

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1 Referred by friends 30 30

2 Advertisements 60 60

3 Online reviews 10 10

Total 100 100

Source: Primary data

Among 100 Respondents

 30% of respondents are influenced from friends

 60% of respondents are influenced from advertisements

 10% of respondents are influenced from online reviews

30
 CHART-7

RESPONDENTS CHOOSE ABOUT ONLINE SHOPPING

70
60
60

50

40

30
30

20

10
10

0
Referred by friends Advertisements Online reviews

31
 TABLE-8

RESPONDENT OPINION ABOUT PROBLEM OF ONLINE SHOPPING

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Flipkart 20 20

2. Amazon 10 10

3. Others 70 70

Total 100 100

Source: Primary Data

Among 100 respondents

 20 percentage respondents have encountered problem with Flipkart online
shopping
 10 percentage respondents have encountered problem with Amazon
online shopping
 70 percentage respondents have encountered problem with other online
shopping

32
 CHART-8

RESPONDENT OPINION ABOUT PROBLEM OF ONLINE SHOPPING

80
70
70

60

50

40

30
20
20
10
10

0
Flipkart Amazon Others

33
 TABLE-9

RESPONDENT IS MORE SATISFIED WITH PRICE OF ONLINE

SHOPPING

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Flipkart 30 30

2. Amazon 40 40

3. Snapdeal 20 20

4. Paytm 10 10

5. Others 0 0

Total 100 100

Source: Primary Data

Among 100 respondents,

 30 percentage respondents satisfied with pricing in Flipkart.
 40 percentage respondents satisfied with pricing in Amazon.
 20 percentage respondents satisfied with pricing in Snapdeal.
 10 percentage respondents satisfied with pricing in Paytm.

34
 CHART-9

RESPONDENT IS MORE SATISFIED WITH PRICE OF ONLINE

SHOPPING

45
40
40

35
30
30

25
20
20

15
10
10

5
0
0
Flipkart Amazon Snapdeal Paytm Others

35
 TABLE-10

RESPONDENT WOULD LIKE TO SUGGEST TO OTHERS

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Flipkart 30 30

2. Amazon 50 50

4. Paytm 15 15

5. Other 5 5

Total 100 100

Source: Primary Data

Among 100 respondents

 30 percentage respondents will suggest to Flipkart.
 50 percentage respondents will suggest to Amazon.
 15 percentage respondents will suggest to Paytm.
 5 percentage respondents will suggest to others.

36
 CHART-10

RESPONDENT WOULD LIKE TO SUGGEST TO OTHERS

60

50
50

40

30
30

20
15

10
5

0
Flipkart Amazon Paytm Other

37
 TABLE-11

RESPONDENTS OPINION ABOUT TIME OF PURCHASE

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Festival Time 20 20

2. Offer Time 60 60

4. Wedding Time 15 15

5. Others 5 5

Total 100 100

Source: Primary Data

Among 100 respondents

 20 percentage respondents are purchase festival time
 60 percentage respondents are purchase offer time
 15 percentage respondents are purchase wedding time
 5 percentage respondents are purchase other time

38
 CHART-11

RESPONDENTS OPINION ABOUT TIME OF PURCHASE

70
60
60

50

40

30

20
20
15

10
5

0
Festival Time Offer Time Wedding Time Others

39
 TABLE-12

RESPONDENTS OPINION ABOUT PURCHASING DECISION

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Strongly agree 30 30

2. Agree 40 40
Neither Agree nor
3. 25 25
Disagree
4. Disagree 5 5

5. Strongly Disagree 0 0

Total 100 100

Source: Primary Data

Among 100 respondents

 30 percentage respondents are strongly agree in purchasing decision.
 40 percentage respondents are agree in purchasing decision
 25 percentage respondents are neither agree nor disagree.
 5 percentage respondents are disagree.

40
 CHART-12

RESPONDENTS OPINION ABOUT PURCHASING DECISION

45
40
40

35
30
30
25
25

20

15

10
5
5
0
0
Strongly agree Agree Neither Agree nor Disagree Strongly Disagree
Disagree

41
 TABLE-13

RESPONDENTS FEEL ABOUT CONFIDENT OF ONLINE SHOPPING

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Extremely confident 15 15

2. Quite confident 30 30

3. Moderately confident 40 40

4. Slightly confident 15 15

5. Not at all confident 0 0

Total 100 100

Source: Primary Data

Among 100 respondents

 15 percentage respondents are extremely confident
 30 percentage respondents are quite confident
 40 percentage respondents are moderately confident
 15 percentage respondents are slightly confident

42
 CHART-13

RESPONDENTS FEEL ABOUT CONFIDENT OF ONLINE SHOPPING

45
40
40

35
30
30

25

20
15 15
15

10

5
0
0
Extremely Quite confident Moderately Slightly confident Not at all confident
confident confident

43
 TABLE-14

RESPONDENTS OPINION ABOUT FACED SOME KIND OF

PROBLEM OF ONLINE SHOPPING

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Delay in delivery 30 30
Cheap quality of a
2. 15 15
product
3. Product damage 45 45

4. Non delivery 10 10

Total 100 100

Source: Primary Data

Among 100 respondents

 30 percentage respondents have problem of delay in delivery
 15 percentage respondents have problem of cheap quality of a product
 45 percentage respondents have problem of product damage
 30 percentage respondents have problem of non delivery

44
 CHART-14

RESPONDENTS OPINION ABOUT FACED SOME KIND OF

PROBLEM OF ONLINE SHOPPING

50
45
45

40

35
30
30

25

20
15
15
10
10

0
Delay in delivery Cheap quality of a Product damage Non delivery
product

45
 TABLE-15

RESPONDENTS OPINION ABOUT CUSTOMER ASSISTANCE AFTER

PURCHASE FROM AMAZON IS GOOD

NO. OF
S.NO PARTICULARS PERCENTAGE
RESPONDENTS

1. Strongly agree 30 30

2. Agree 40 40
Neither Agree nor
3. 25 25
Disagree
4. Disagree 5 5

5. Strongly Disagree 0 0

Total 100 100

Source: Primary Data

Among 100 respondents

 30 percentage respondents are strongly agree.
 40 percentage respondents are agree
 25 percentage respondents are neither agree nor disagree
 5 percentage respondents are disagree

46
 CHART-15

RESPONDENTS OPINION ABOUT CUSTOMER ASSISTANCE AFTER

PURCHASE FROM AMAZON IS GOOD

45
40
40

35
30
30
25
25

20

15

10
5
5
0
0
Strongly agree Agree Neither Agree nor Disagree Strongly Disagree
Disagree

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 FINDINGS

 50 percentage of respondents arc between 25-35.

 60 percentage of respondents are Male.

 30 percentage of respondents very rare.

 40 percentage of respondents preferred the Amazon

 40 percentage of respondents payment by COD.

 40 percentage respondents satisfied with customer care and delivery

services in Amazon.

 60 percentage of respondents are influenced from advertisements.

 70 percentage respondents have encountered problem with other online

shopping.

 40 percentage respondents satisfied with pricing in Amazon.

 50 percentage respondents will suggest to Amazon.

 60 percentage respondents are purchase offer time.

 40 percentage respondents are agree purchasing decision

 40 percentage respondents are moderately confident.

 45 percentage respondents have problem of product damage.

 40 percentage respondents are agree.

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 SUGGESTION

 Amazon is performing ok but not good enough.

 There are so many cases where people felt that packing might have been

better than this.

 Either it may be big or small or expensive or not product has to be treated

with care.

 Some of the products mostly apparel’s are turning out with original, cover

of supplier, which, shows negligence of them.

 In this issue Amazon made a mark among us, because whatever the

product is their packing will obviously safe and secure.

 Amazon well improve their customer service to get satisfaction of their

customers.

 Amazon will take initiative to eliminate the delay on delivery.

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 LIMITATIONS

 There was so much confidential data of companies that are not

exposed.

 Survey was restricted to particular age group because respondents

willing to conduct only for college students.

 Analysis was done based upon personal opinion of respondents

individually, not from any focus groups or experts.

 Survey was restricted only in Cumbum town.

50
 CONCLUSION

The study consisted with ail the workflows of major e-commerce

palyes in India, Amazon. Hew-they are performing and how they are running
perfectly in the competitive world has been explained. The innovative
thinking of them to reach more and more consumers is appreciable. The
increased their network as much as possible with ultimate aim of reaching
more and more customers. They made consumers work more easy and
comfortable, In this competitive market one has tp; be lead; and rest will
follow, Based upon consumer’s survey we got our clear winner and it is
Amazon. Even though it is an international company it understood Indians
very well and made its roots stronger in India, Amazon is also giving very
tough competition to Flipkart even though it is new company when compared
to Amazon. May be it takes some time to overcome, but definitely they are
doing very well in Indian e-commerce market.

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 BIBLIOGRAPHY

References Textbooks

 Marketing Management by Philip Kotler, Kevin Lane Keller, Abraham

Koshy and Raithileshwar Jha.

Journals and Papers

 “Prospects of e-commerc in India” by Sharma and Mittal (2009)

 “E-Commerce in India- A Review” International Journal of Marketing,
Financial Service & Management Research by Abhijit Mitra. (2013)
 E-Commerce or Internet Marketing; A Business – Review from Indian
Contex”, International Journal of u-and e-Service, Scienc and
Technology by D.K.Gangeshwar (2013).
 “Finding the Source of Amazon.com; examining the hype of the earth’s
biggest book, store” by Martin Dodge. (1999).

Web Address :

http://www.google.com
http://www.wikepedia.com
http://www.amazon.in

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 A MARKET SURVEY ON THE CONSUMER PREFERENCE
OF ONLINE SHOPPING IN CUMBUM TOWN

Name : Education :
Occupation :
Address :

1. Age
 > 25 ❑25 — 35 ❑35- 45 ❑< 45
2. Gender

 Male ❑Female
3. How often do you shop online?
 Once in month ❑Once in two month
 More frequently ❑ More often
4. Which online site will you prefer?
 Flipkart ❑Amazon
 Snapdeal ❑Paytm ❑Other
5. How do you make payments when shopping online?
 Debit Card ❑Cash on Delivery
 Credit Card ❑Third Party (Paytm wallet, Paypal etc)

6. Which online service is more satisfied in terms of products, customer care

and delivery services
 Flipkart ❑Amazon ❑Others
7. How do you choose online shopping site?
 Referred by friends ❑Advertisements
 Online reviews
8. Have your encountered any problems with online shopping site? If yes, by
which one
 Flipkart ❑Amazon ❑Others

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9. In terms of pricing, with which online shopping site are you satisfied?
 Flipkart ❑Amazon ❑ Snapdeal
 Paytm ❑Others

10. Which online shopping site will you suggest to your family and friends?

 Flipkart ❑Amazon ❑Paytm ❑Others

11. In which occasions do you make purchase?

 Festivals ❑Gifts ❑Offers ❑ Weddings

 Others
12. Does promotional activities impact your purchasing decision?

 Strongly agree ❑Agree

 Neither Agree nor Disagree ❑ Disagree

 Strongly Disagree
13. How confident are you that your personal information is kept confidential
when buying products online?

 Extremely confident ❑Quite confident

 Moderately confident ❑Slightly confident

 Not at all confident

14. What kind of problem did you faced while doing online shopping?

 Delay in delivery ❑Cheap quality of a product

 Product damage ❑Non delivery

15. Customer assistance after purchase from Amazon is good

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  Strongly agree ❑Agree

 Neither agree nor disagree ❑ Disagree

16. Give your valuable suggestions….

55