a study on customer satisfaction towards

“A STUDY ON CUSTOMER SATISFACTION TOWARDS

ONLINE SHOPPING DURING COVID-19”.

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

VAISAKH N S

CCATBCM123

Under the supervision of

MS.TEENA THOMAS

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2022

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE

CERTIFICATE

This is to certify that the project report entitled “A STUDY ON

CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING

DURING COVID-19” is a bonafide record of project done by VAISAKH N

S, Reg.no. CCATBCM123 under my guidance and supervision in partial

fulfillment of the requirement for the award of the degree of BACHELOR OF

COMMERCE and it has not previously formed the basis for any Degree,

Diploma and Associateship or Fellowship.

Prof. K.J.JOSEPH MS.TEENA THOMAS

Co-ordinator Project Guide

DECLARATION

I, VAISAKH N S, hereby declare that the project work entitled “A

STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE

SHOPPING DURING COVID-19 “ is a record of independent and

bonafide project work carried out by me under the supervision and

guidance of Ms.Teena Thomas, Assistant Professor, Department of

Commerce,Christ College, Irinjalakuda.

The information and data given in the report is authentic to the best of

my knowledge. The report has not been previously submitted for the award

of any Degree, Diploma, Associateship or other similar title of any other

university or institute.

Place: Perinjanam VAISAKH N S

Date: CCATBCM123

ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all people

who have helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose

divine guidance; I have been able to complete this work successfully.

I would like to express my sincere obligation to Rev.Dr. Jolly Andrews,

Principal-in-Charge, Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof.K.J.JOSEPH, Co-ordinator of B.Com (Finance), for

providing proper help and encouragement in the preparation of this report.

I am thankful to Ms SIJI CL Class teacher for her cordial support, valuable

information and guidance, which helped me in completing this task through

various stages.

I express my sincere gratitude to Ms TEENA THOMAS, Assistant Professor,

whose guidance and support throughout the training period helped me to

complete this work successfully.

I would like to express my gratitude to all the faculties of the Department for

their interest and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my college

for their wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in

completing this report successfully.

TABLE OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO:

LIST OF TABLES

LIST OF CHARTS

CHAPTER I INTRODUCTION

1-4

CHAPTER II REVIEW OF LITERATURE

5-8

CHAPTER III THEORETICAL

FRAMEWORK

9-10

CHAPTER IV DATA ANALYSIS AND

INTERPRETATION

11-30

CHAPTER V FINDINGS, SUGGESTIONS

&CONCLUSIONS

31-33

BIBLIOGRAPHY

ANNEXURE

LIST OF TABLES

TABLE

NO.

TITLE PAGE NO:

4.1 Table showing gender wise classification of

respondents

11

4.2 Table showing age wise classification of

Respondents

12

4.3 Table showing monthly income of respondents

13

4.4 Table showing response on how long the respondents

have been using online shopping before Covid 19

14

4.5 Table showing response on how long the respondents

have been using online shopping after Covid 19

15

4.6 Table showing factors that influence while online

shopping

16

4.7 Table showing frequently used online website

17

4.8 Table showing money spent monthly by respondents

18

4.9 Table showing frequency of purchase by respondents

19

4.10 Table showing commodities purchased through

online shopping

20

4.11 Table showing mode of payment used by the

customers while shopping online

21

4.12 Table showing customers that were attracted to

online shopping because of corona virus outbreak.

22

4.13 Table showing the customers who felt online

shopping very convenient during the covid period

23

4.14 Table showing that if online shopping sites ensured

safety and security to customers while shopping

online

24

4.15 Table showing the customers who are feeling that

online shopping has increased during covid 19

25

4.16 Table showing the customers who made online

shopping oftenly in the covid situation

26

4.17 Table showing the customers who felt variations in

the quality of the commodity they purchased through

online

27

4.18 Table showing the customers who agree that online

shopping helped them more when the local stores

were shut down during the lockdown period

28

4.19 Table showing the problems faced by the customers

while online shopping

29

4.20 Table showing the type of shopping that is more

convenient to the customers after the pandemic

30

LIST OF CHARTS

CHART

NO.

TITLE PAGE NO:

4.1 Chart showing Gender wise classification of

respondents

11

4.2 Chart showing Age wise classification of

respondents

12

4.3 Chart showing Monthly income of respondents

13

4.4 Chart showing the response on how long the

respondents have been using online shopping

before Covid 19

14

4.5 Chart showing the response on how long the

respondents have been using online shopping

after Covid 19

15

4.6 Chart showing the factors that influence

respondents while shopping online

16

4.7 Chart showing the frequently used online

websites by respondents

17

4.8 Chart showing the money spent monthly by

respondents

18

4.9 Chart showing the frequency of purchase by

respondents

19

4.10 Chart showing the commodities purchased by

respondents through online shopping

20

4.11 Chart showing the mode of payment used by the

customers while shopping online

21

4.12 Chart showing the customers that were attracted

to online shopping because of corona virus

outbreak

22

4.13 Chart showing the customers who felt online

shopping very convenient during the covid

period

23

4.14 Chart showing that if online shopping sites

ensured safety and security to customers while

shopping online

24

4.15 Chart showing the customers who are feeling that

online shopping has increased during covid 19

25

4.16 Chart showing the customers who made online

shopping oftenly in the covid situation

26

4.17 Chart showing the customers who felt variations

in the quality of the commodity they purchased

through online

27

4.18 Chart showing the customers who agree that

online shopping helped them more when the

local stores were shut down during the lockdown

period

28

4.19 Chart showing the problems faced by the

customers while online shopping

29

4.20 Chart showing the type of shopping that is more

convenient to the customers after the pandemic

30

1

CHAPTER I

INTRODUCTION

2

1.1 Introduction

Online shopping is a form of E-commerce whereby customers directly purchase

goods or services from a seller over the internet. Online shopping is no doubt the

future trend. In fact, people can purchase just about anything from companies

that provide their products online. Books, clothing, household appliances, toys,

hardware and software are just some of the hundreds of products consumers can

buy from an online store. Many people choose to shop online because of the

convenience. The online shopping platform is a less costly and faster way for the

customer to selling and purchasing products and services, it has accepted by

more and more people. Since the online retail has a tremendous marketing

potential, the competition is increasing, in the meantime increasing the

importance of customer satisfaction as well. It has been emphasized that for

customer satisfaction, it is important to achieve good financial performance in

the physical world, and it can be regarded as the same in e-commerce. Overall it

can be concluded that with the increasing facilities of online shopping the

customer satisfaction is also increasing and now they are switching from

traditional purchase to online purchase.

The primary goal of a business is to offer product and service that best serve

their customer. Customer attitude towards online shopping refers to consumers

psychological state in terms of making purchase decisions through online.

Due to COVID-19 our country went into complete lockdown from 23rd march

2020. people worldwide are still trying to adapt to the idea of prolonged indoor

stays. So, people are trying to avoid going out to shop. People are changing what

they purchase, where and how, from conventional buying to online shopping. It

increased shopping through websites and mobile apps. According to market

research done prior to the corona virus, growth of India’s market in e-commerce

is increasing in faster rate. Therefor online shopping of the consumers has

increased. This research intent to investigate corona virus is pushing people to

do online shopping and it is also focused on taking place to identify the factors

3

that may influence customers online shopping satisfaction. Generally, the

success of online shopping essentially depends on the customer satisfaction

during the purchase. This study shows that customer buying attitude through

online during COVID-19.

1.2 Statement of the problem

This study is designed to find the customer’s attitude towards online shopping

during COVID-19. This helps to know the purchasing attitude of customers will

increase or decrease. The impact of the research framework of five factors

including the following platform design and utilities, products, services, security

issues, and COVID-19 guidance for safe delivery It is necessary for businesses

to adapt the recent knowledge and data about new influencing attributes to be

able to offer what consumers need. Therefore, this study requires continuous

research.

1.3 Objectives of the study

● To examine the factors effecting the online shopping

● To compare the changes in the shopping level among the customers during

COVID-19

● To examine satisfaction level of the customers for online purchase

1.4 Research design

1.4.1 Nature of the study

The research design used for the study is descriptive.

1.4.2 Nature and sources of data

Both primary and secondary sources of data has been used for study.

1.4.3 Primary data

Primary data has been collected using questionnaire.

4

1.4.4 Secondary data

Secondary data has been collected from books, journals, magazines, and

websites.

1.5 Sample design

The sampling design used for this study is convenience sampling. The

respondents are selected based on convenient sampling.

1.5.1 Nature of population

Nature of population used for this study is infinite.

1.5.2 Sample unit

Sample unit is randomly selected people.

1.5.3 Size of sampling

The sample size of people used for the study is 50.

1.6 Tools for analysis

Questionnaire was created in order to receive the necessary response required

from the sample to achieve the research objective. The tools used for the purpose

are simple percentage analysis and pie diagrams.

1.6 Limitations of the study

● There is a chance for personal bias

● Some of the respondents where reluctant to share the information with the

researcher

● The accuracy may not be true

5

1.7 Chapterisation

Chapter 1 : It includes introduction, statement of the problem, objectives of the

study, research design, tools for analysis and limitations of the study.

Chapter 2 : It include only empirical literature

Chapter 3 : It include theoretical framework

Chapter 4 : It contain Data analysis and interpretation of the study

Chapter 5 : summaries major findings, suggestions and conclusion from the study

6

CHAPTER II

REVIEW OF LITERATURE

7

2.1 Introduction

A literature review is an overview of the previously published works on a topic.

It is a report of studies found in the literature related to the specific topic. The

process of reviewing the literature requires different kinds of activities and Ways

of thinking. A literature review provides the people with a general image Of the

existing knowledge on the topic. They are secondary source of Information. The

review should summarize, evaluate and clarifies the literature Of a topic. It is a

theoretical basis for the project.

2.2 Empirical literature

Jitendra Yadav(2021): This study was focused to inspect the main components

to determine the behaviour of customer towards online shopping from various

ecommerce company during COVID-19 pandemics. The study explores about

the rapid use of internet, mobile, etc. in lockdown that imposed in the country.

Online shopping is now a days considered to be the most convenient way of

shopping to get away free from the spreading virus and keep ourselves in safe

and secure environment. The study involves quantitative research in the form of

linear regression to evaluate the effects online shopping attributes on customer

purchase behaviour. The findings indicated that the main components like Social

Media, Product Quality, Return and Exchange Policy, Product Descriptions and

Seller Information significantly influence the customer purchase intention during

the lockdown due to COVID-19 pandemic.

Rohit Kumar and Isha Mishra (2021): the increase penetration of internet,

online shopping has become universal with payments and delivery made easy.

As the spread of Pandemic COVID-19, online shopping has become even more

in demand, considering the restricted situations. Online shopping is most

considered and chosen way of purchasing various kinds of products and services.

Nowadays online shopping has to be replaced with traditional purchasing and

consumer buying behaviour. The only reason behind is a lot of variety is

8

available to customers to choose their own product in fingertips from all over

world. Due to this COVID-19 pandemic online shopping business also facing

some challenges which are not expected before. This paper studies about how

COVID-19 impacts online shopping business and change in demand and buying

behaviour of consumer all of a sudden.

Nielsen(2020): when COVID-19 occurred, there are more than 50% of

customers who reduced their frequency of visiting physical stores, 80% reduced

their occasions of out-of-home consumption and 39% bought move frequently

from online shopping channels. One of the noticeable issues is that around 64 %

of Vietnamese are prepared to keep maintain their new habits which are using

food delivery or purchasing goods online even after the pandemic. After COVID-

19 happened, the categories of online purchasing products are changing

gradually in the towards of concerning health more than before. The percentage

of online shopping is also increasing compared to traditional shopping types.

Van kienpham et.al(2020): says that the awareness of COVID-19 doesn’t

change the perception of ease of use in online shopping have felt the usefulness

online shopping through awareness of COVID-19 pandemic in this period.

Julia Koch et.al (2020): during the COVID-19 pandemic, normative pressure

has been an important determinant of the intention to purchase online. So the

people purchase through online their daily use items like, food, grocery items,

medicines etc. so they decrease the purchase of fashion clothes through online.

Tareq N Hashem (2020): Current study aimed at examining the change in

customer behaviour during COVID 19 pandemic towards e-shopping. Variables

taken into perspective included (Frequency, Necessity, Method of payment,

Price, and Availability of Product/Service). A simple random sample of (500)

citizens in Jordan were exposed to an online questionnaire regarding their

consuming behaviour before and after the pandemic. Results of study indicated

the COVID19 pandemic managed to change customer behaviour towards

depending more on online shopping and e-payment methods during COVID19

pandemic and the circumstances of lockdown and quarantine. The study

9

recommended that companies need to develop effective marketing strategies and

enhance their presence in the e-commerce sector.

Usama Awan et al (2020): The Covid-19 outbreak has turned out an opportunity

for a recent noticeable increase in online shopping in Vietnam. Hence, this paper

aims to discover how online shoppers react to their purchasing behaviour during

Covid-19 time. Based on the collected data from 427 Vietnamese online

respondents during the social distancing period due to Covid-19 ,the result shows

Covid-19 plays a moderating role in consumer’s awareness of utilities, which

encourages shoppers towards Online shopping. However, the affection of society

could be a reason that consumers become more hesitant to shop online. In the

meanwhile, awareness of the Covid-19 pandemic and marketing policies do not

impact on online shopping. These findings can contribute to understanding

consumer behaviour comprehensively, help companies deal with similar

situation as well as recommendations for the government to support businesses

effectively in the future.

P Rajeswari , C. Vijai(2020): The COVID-19 pandemic has fundamentally

changed the world. The present study is an attempt to identify the consumer

buying behaviour during the COVID-19 special references to Coimbatore city.

The primary data were collected through structured questionnaire from 315

respondents using Google form. For the purpose of analysis suitable

mathematical and statistical techniques such as percentages, mean, chi-square

test, and T test have been used .The finding of the study indicated that the

consumer buying behaviour fundamentally changed and consumer are spending

more money on fruits and vegetables, the pandemic changed on brand preference

and COVID 19 changed the consumer buying behaviour.

Dr.Deepak Halan (2020) says that when COVID-19 occurred the virus will

spreads primarily through contact with an infected person or when a person

touches a surface that has the virus on it, the best way to guard against it is to

stay home. This has increased online shopping usage, globally. It has led to a rite

10

in the number of FTUs or First-time-ecommerce-users, who had been so far

inhibited to shop online.

Liisa Ecola (2020) says that people who live urban and rural areas have similar

online shopping habits. Before the COVID-19 pandemic, they were nearly

identical. During the pandemic people in urban areas increased their online

shopping only slightly more than did people in rural areas, meaning that the 12

overall rates are still very similar. Gender also made very little difference in

online shopping rates.

11

CHAPTER III

THEORETICAL FRAMEWORK

12

3.1 Introduction

The theoretical framework is the structure that can hold or support on theory of

research study. The theoretical framework introduces and describes the theory

that explains why the research problem under study exists.

3.2 Theoretical framework

Now to-days the people are following new infrastructure. Most of people are

using internet. By the more development of internet all of their needs that can be

convey through the internet . So they adapted new technology of online shopping

.Through this online shopping they can purchase or sell any goods or services.

By the introduction of new electronic devices and their new advantages make

this process. Through online shopping customer can purchase their needs without

going shops or malls. They can order or buy the product at any time, at anywhere,

and any period. So if it is useful to consume their time and money also in the

case of travelling time and expenses the customer can also check the review of

past experienced customer satisfaction. By this the customer can select the

product easily and easy to understand the review of the product. And the

customer can order different types or varieties of product at a time so the

customer don’t want to go more than one shop if the doesn’t like that like or that

piece of product. Shopping via the internet eliminates the need to shift through a

store’s product with potential buy like pants, shirts, belts and shoes, electronic

appliances, home appliances, grocery items, and etc all slung over one arm .

Online shopping also eliminates the catchy, yet irritating music as well as the

hundreds, if not thousands, of others like individual who seem to have decided

to shop on the same day. When the COVID-19 pandemic happens all of the local

13

shops in that society where closed. So the customers cannot purchase their

necessary needs. So most of the people buy the products through online shops.

The COVID-19 has forced customers to change their shopping habits pushing

many to either increase their online spending or they shopping online for the first

time although e-commerce has steadily how on the rise for many years, this is

the first time we have seen such a sudden and wide spread from shopping atbrick

and mortar stores to shop online . From this the customer gets the satisfaction

because of getting the products without going outside. Fids the products are

determined by considering the COVID-19 protocol and this helps the customer

to purchase more and more through online media. E-commerce has been

predominant during the COVID-19 pandemic, and retailers have put much effort

into building, improving, and promoting their online stores. Some small retailers

that did not manage online stores before the shutdown developed temporary

solutions to sell their products online, e.g. by posting products on social media

sites and by offering product pick-up or delivery services . Others have offered

discounts for their online channels and started promotion campaigns on social

media. However, the COVID-19 pandemic represents a unique situation, and

determinants beyond those involving utilitarian and hedonic motives must be

considered. During the crisis, there has been a high degree of media coverage

relating to the pandemic, and consumers are exposed to a large amount of

information regarding the current economic situation. The current crisis reveals

the need to account for the normative influences of these authoritative third

parties. Growing levels of economic uncertainty during the COVID-19 crisis

provide a unique opportunity to investigate the ways in which both pressures

stemming from information on the current economic situation available in the

media and pressures stemming from close social networks influence consumers‟

purchase behaviour. Therefore, this study investigates shopping motivations that

drive online purchase behaviour during the COVID19 pandemic. We analyse

how hedonic and utilitarian motives, previously found to influence consumers‟

e-commerce purchase behaviour, apply under these extraordinary circumstances.

Additionally, we examine the relationship to normative influences. We

14

complement our study with mean comparisons to investigate how quarantining

as a measure of social distancing and sociodemographic characteristics affect

consumers‟ shopping motivations.

CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

-

15

Table 4.1 : Gender wise classification of respondents

Gender Number of respondents Percentage respondents

Male 22 44%

Female 28 56%

Total 50 100%

From the above table it is clear that out of 50 respondents 22(44%) respondents

are male and 28(56%) respondents are female. Majority of the respondents

belongs to female category.

Chart 4.1 :- Chart showing Gender wise classification of respondents

16

Table 4.2 : - Age wise classification of Respondents

Age Number of

respondents

Percentage respondents

15-20 9 18%

20-25 38 76%

44 %

56 %

male

female

% 18

% 76

4 %

2 %

15-20

20-25

25-30

30-35

-

17

25-30 2 4%

30-35 1 2%

Total 50 100%

From the above table it is clear that out of 50 respondents, 9(18%) persons

belongs to the age group 15-20,38(76%) respondents belongs to 20-25, 2(4%)

persons belongs to age 25-30 category and 1(2%) respondent belongs to the age

group 30-35. Majority of the respondents belongs to 20-25 category.

Chart 4.2 :- Chart showing Age wise classification of respondents

Table 4.3 : Monthly income of respondents

Monthly income Number of respondents Percentage respondents

Less than 5000 27 54%

5000-10000 8 16%

10000-30000 8 16%

30000-50000 4 8%

Above 50000 3 6%

Total 50 100%

From the above table it is clear that 27(54%) respondents have less than 5000

income, 8(16%) persons have income between 5000-10000, 8(16%) respondents

have income between 10000-30000, 4(8%) persons have income between

18

30000-50000 and 3(6%) respondents have more than 50000 income. Majority of

the respondents have monthly income less than 5000.

Chart 4.3 :- Chart showing Monthly income of respondents

% 54

16 %

16 %

8 % 6 %

less than 5000

5000-10000

10000-30000

30000-50000

above 50000

-

19

Table 4.4 : Response on how long the respondents have been using online

shopping before Covid 19

Online shopping

before Covid 19

Number of respondents Percentage respondents

Less than one year 13 26%

More than one year 37 74%

Total 50 100%

From this table we know that 13(26%) respondents have been using online

shopping for less than one year and 37(74%) respondents have been shopping

online for more than one year. Majority of the respondents have been shopping

online for more than one year.

Chart 4.4 :- Chart showing the response on how long the respondents have

been using online shopping before Covid 19

-

20

Table 4.5 : Response on how long the respondents have been using online

shopping after Covid 19

Online shopping

after Covid 19

Number of respondents Percentage respondents

Less than one year 13 26%

More than one year 37 74%

Total 50 100%

From this table we know that 13(26%) respondents have been using online

shopping for less than one year and 37(74%) respondents have been shopping

online for more than one year. Majority of the respondents have been shopping

online for more than one year.

26 %

74 %

less than 1 year

more than 1 year

-

21

Chart 4.5 :- Chart showing the response on how long the respondents have

been using online shopping after Covid 19

Table 4.6 : Factors that influence while online shopping

Factors Number of

respondents

Percentage

respondents

Price 24 48%

Quality 7 14%

Speed delivery 3 6%

Home delivery 16 32%

Total 50 100%

From this table we know that 24(48%) respondents shopping online because of

reasonable price, 7(14%) persons shopping online because of better quality,

3(6%) persons shopping online because of the delivery speed and 16(32%)

26 %

74 %

less than 1 year

more than 1 year

-

22

respondents shopping online because of home delivery. Majority of the

respondents shopping online because of reasonable price.

Chart 4.6 :- Chart showing the factors that influence respondents while

shopping online

Table 4.7 : Frequently used online website

Website Number of

respondents

Percentage respondents

Amazon 26 52%

Flipkart 18 36%

Ajio 3 6%

Myntra 2 4%

Other 1 2%

Total 50 100%

48 %

14 %

6 %

32 %

0 %

price

quality

speed delivery

home delivery

packing

-

23

From this table it is clear that 26(52%) respondents uses Amazon for purchasing

online, 18(36%) respondents uses Flipkart for shopping, 3(6%) persons uses Ajio

2(4%) persons uses Myntra and 1(2%) respondent uses other websites for

shopping online. Majority of the respondents uses amazon for online shopping .

Chart 4.7 :-Chart showing the frequently used online websites by

respondents

Table 4.8 : Money spent monthly by respondents

Money spent Number of

respondents

Percentage respondents

Below 1000 21 42%

1000-3000 22 44%

3000-5000 3 6%

Above 5000 4 8%

52 % 36 %

6 %

4 %

2 % amazon

flipkart

ajio

myntra

other

-

24

Total 50 100%

Out of 50 respondents 21(42%) respondents spent below 1000, 22(44%)

respondents spent between 1000-3000, 3(6%) persons spent between 3000-5000

and 4(8%) respondents spent above 5000. Mostly respondents spent between

1000-3000.

Chart 4.8 :- Chart showing the money spent monthly by respondents

Table 4.9 : Frequency of purchase by respondents

Frequency of

purchase

Number of respondents Percentage respondents

Monthly 15 30%

1-3 months 20 40%

42 %

44 %

6 % 8 %

below 1000

1000-3000

30000-5000

above 5000

-

25

3-6 months 13 26%

Yearly 2 4%

Total 50 100%

Out of 50 respondents 15(30%) respondents do online shopping monthly,

20(40%) persons shop online between 1-3 months, 13(26%) respondents shop

online between 3-6 months and 2(4%) respondents shop online yearly. Mostly

respondents do online shopping between 1-3 months.

Chart 4.9 :- Chart showing the frequency of purchase by respondents

Table 4.10 : Commodities purchased through online shopping

Commodities purchased Number of respondents Percentage respondents

Clothes 20 40%

30 %

40 %

26 %

4 %

monthly

1-3 months

3-6 months

yearly

-

26

Beauty products 4 8%

Accessories 16 32%

Electronics 8 16%

Others 2 4%

Total 50 100%

From the above table it is clear that 20(40%) respondents purchases clothes from

online, 4(8%) persons purchases beauty products from online, 16(32%) persons

purchases accessories from online, 8(16%) respondents purchases electronics

from online and 2(4%) respondents purchases other products. Majority of the

respondents purchases clothes through online shopping.

Chart 4.10 :- Chart showing the commodities purchased by respondents

through online shopping

40 %

8 %

32 %

16 %

4 %

clothes

beauty products

accessories

electronics

others

27

Table 4.11 :- Mode of payment used by the customers while shopping online

Mode of payment Number of respondents Percentage of

respondents

Cash on delivery 25 50%

Net banking 4 8%

Debit/credit/ATM card 10 20%

Wallets 1 2%

UPI 10 20%

Total 50 100%

From the above data it is clear that out of 50 respondents, 25 (50%) respondents

are using cash on delivery, 4 (8%) respondents are using net banking, 10(20%)

respondents are using debit/credit cards,1(2%) respondent are using wallets and

10(20%) respondents are using UPI payment. Mostly respondents prefer cash on

delivery.

Chart 4.11 :- Chart showing the mode of payment used by the customers

while shopping online

% 50

8 %

20 %

2 %

20 % cash on delivery

net banking

debit/credit/ATM card

wallets

UPI

-

28

Table 4.12 : Customers that were attracted to online shopping bacause of

corona virus outbreak.

Particulars No of respondents Percentage of

respondents

Yes 33 66%

No 4 8%

Maybe 13 26%

Total 50 100%

From the above table it is clear that out of 50 respondents, 33(66%) respondents

says yes,4(8%) respondents says no and 13(26%) respondents says maybe.

Majority of people agree that they were attracted to online shopping because of

pandemic situation.

Chart 4.12 :- chart showing the customers that were attracted to online

shopping because of corona virus outbreak

66 % 8 %

26 %

yes

no

maybe

-

29

Table 4.13 : Table showing the customers who felt online shopping very

convenient during the covid period.

Particulars Number of respondents Percentage of

respondents

Strongly agree 18 36%

Agree 26 52%

Neutral 5 10%

Disagee 1 2%

Total 50 100%

Out of 50 respondents 18(36%) respondents strongly agreed that they felt online

shopping very convenient during the covid period, 26(52%) respondents agreed

to the same, 5(10%)respondents neither agreed nor disagreed to the statement

and 1(2%) respondent disagreed . Mostly respondents agree that they felt online

shopping very convenient during the covid period.

Chart 4.13 :- Chart showing the customers who felt online shopping very

convenient during the covid period

36 %

52 %

% 10 2 %

% 0

strongly agree

agree

neutral

disagree

strongly disagree

-

30

Table 4.14 : Table showing that if online shopping sites ensured safety and

security to customers while shopping online

Particulars Number of respondents Percentage of

respondents

Strongly agree 9 18%

Agree 28 56%

Neutral 13 26%

Total 50 100%

From the above table it is clear that 9(18%) respondents strongly agreed,

28(56%) respondents agreed and 13(26%) respondents are neutral . Mostly

respondents agree that they felt safe and secure while shopping online.

Chart 4.14 :- chart showing that if online shopping sites ensured safety and

security to customers while shopping online

18 %

56 %

26 %

0 %

strongly agree

agree

neutral

disagree

strongly disagree

-

31

Table 4.15 : table showing the customers who are feeling that online

shopping has increased during covid 19

Particulars Number of respondents Percentage of

respondents

Yes 37 74%

No 6 12%

Maybe 7 14%

Total 50 100%

From the above table it is clear that, 37(74%) respondents felt that online

shopping has increased during covid 19, 6(12%) respondents didn’t feel that

online shopping has increased and 7(14%) respondents were not sure. Mostly

respondents agree that online shopping has increased during the covid 19.

Chart 4.15:- Chart showing the customers who are feeling that online

shopping has increased during covid 19

74 %

12 %

14 %

yes

no

maybe

-

32

Table 4.16 : Table showing the customers who made online shopping

oftenly in the covid situation

Particulars No of respondents Percentage of

respondents

Yes 30 60%

No 11 22%

Maybe 9 18%

Total 50 100%

From the above table it is clear that, 30(60%) respondents did online shopping

more oftenly, 11(22%) respondents didn’t make online shopping more oftenly

and the rest opted maybe. Majority of the respondents used to shop online

frequently during covid situation.

Chart 4.16 :- chart showing the customers who made online shopping

more oftenly in the covid situation

60 % 22 %

18 %

yes

no

maybe

-

33

Table 4.17 : Table showing the customers who felt variations in the quality

of the commodity they purchased through online

Particulars No of respondents Percentage of

respondents

Yes 27 54%

No 23 46%

Total 50 100%

Out of 50 respondents 27(54%) respondents felt variations in the quality of the

product they purchased and 23(46%) persons didn’t feel any variations. Mostly

respondents felt variations in the product they purchased.

Chart 4.17 :- chart showing the customers who felt variations in the

quality of the product they purchased through online

54 % 46 % yes

no

-

34

Table 4.18 : Table showing the customers who agree that online shopping

helped them more when the local stores were shut down during the

lockdown period

Particulars No of respondents Percentage of

respondents

Strongly agree 18 36%

Agree 22 44%

Neutral 9 18%

Strongly disagree 1 2%

Total 50 100%

From the above table it is clear that 18(36%) respondents strongly agreed that

online shopping helped them more when the local stores were shut down during

the lockdown period, 22(44%) respondents agreed to the same, 9(18%)

respondents neither agreed nor disagreed to the statement and 1(2%) person

strongly disagreed to the statement . Mostly respondents agree that online

shopping helped them to shop easily during the covid times.

Chart 4.18 :- Chart showing the customers who agree that online shopping

helped them more when the local stores were shut down during the

lockdown period

-

35

Table 4.19 : Table showing the problems faced by the customers while

online shopping

problems Number of respondents Percentage of

respondents

Delay in delivery 18 36%

Containment zone

problems

17 34%

Damaged products 6 12%

High shipping cost 8 16%

Other problems 1 2%

Total 50 100%

From the above table it is clear that, 18(36%) respondents faced delay in

delivery,17(34%) respondents faced containment zone problems,6(12%)

respondents received damaged products, 8(16%) persons faced high shipping

cost and only one respondent faced other problems. Mostly respondents faced

delay in delivery.

% 36

% 44

% 18 0 %

2 %

strongly agree

agree

neutral

disagree

strongly disagree

-

36

Chart 4.19 :- Chart showing the problems faced by the customers while

online shopping

Table 4.20 : Table showing the type of shopping that is more convenient to

the customers after the pandemic

particulars Number of respondents Percentage of

respondents

Online shopping 41 82%

Local stores 9 18%

total 50 100%

From the above table 41(82%) respondents prefer online shopping and 9(18%)

respondents prefer local stores. Most of the customer opted online shopping than

shopping from local stores.

Chart 4.20 :- Chart showing the type of shopping that is more convenient

to the customers after the pandemic

% 36

% 34

% 12

16 %

2 %

delay in delivery

containment zone problems

damaged products

high shipping cost

other problems

-

37

`

82 %

18 %

online shopping

local stores

-

38

CHAPTER V

FINDINGS AND CONCLUSION

39

5.1 FINDINGS

1. In the survey conducted, 56% of the respondents belong to the female

category.

2. The study states that 76% of the respondents belong to the age group 2025

category.

3. This study has examined that 54% of the respondents have monthly

income less than 5000.

4. This study explored that 74% of the respondents have been shopping

online for more than one year.

5. The study states that 74% of the respondents have been shopping online

for more than one year.

6. In the survey conducted, 48% of the respondents shop online because of

the reasonable price.

7. The study examined that 52% of the respondents used amazon for online

shopping

8. This study states that 44% of the respondents spend between 1000-3000.

9. This study explored that 40% of the respondents do online shopping

between 1-3 months.

10. In the survey conducted, 40% of the respondents purchased clothes

through online shopping.

11. The study has examined that 50% of the respondents prefer cash on

delivery.

12. This study states that 66% of people agree that they were attracted to

online shopping because of the pandemic situation.

13. This study explored that 52% of the respondents agree that they felt online

shopping very convenient during the Covid period.

14. In the survey conducted, 56% of the respondents agreed that they felt safe

and secure while shopping online.

15. This study examined that 74% of the respondents agree that online

shopping has increased during Covid 19.

40

16. The study states that 60% of the respondents used to shop online

frequently during Covid situation.

17. This study explored that 54% of the respondents felt variations in the

product they purchased.

18. In the survey conducted 44% of the respondents agree that online

shopping helped them to shop easily during the Covid times.

19. This study examined that 36% of the respondents faced delay in delivery.

20. The study states that 82% of the customers opted for online shopping

rather than shopping from local stores.

5.2 Suggestions

1. Online shopping must improve the speed of delivery during Covid time.

2. Online shopping needs to be accessible during the pandemic period.

3. The respondents prefer cash on delivery more because they are feared of

lack of security on online payments, hacking the credit card information.

Implementing precautionary steps to solve these problems shall increase

consumers confidence.

4. As there is no proper loss for online purchase, they have to be

implemented to prevent the anonymous intruders. This will help to

maintain security and privacy information properly concerning the

respondents. So, the website developer and service providers should take

necessary steps to overcome this problem.

5.3 Conclusions

This project on the topic “Customer satisfaction towards online shopping during

covid 19” helps to analyze and reveal the customers attitude and satisfaction on

online shopping during the pandemic period.

This survey clearly gives an idea on how online shopping has influenced people

in many different ways during the covid period. Online shopping have made it

easier for people to buy products, save time and made it cheaper. Online

shopping is also convenient and has a wide variety of products. It is great for

41

people who are not able to go out because of covid. Our study shows that people

prefer online shopping than going to local stores after the covid situation. Online

shopping has great future but to be successful it is necessary to spread awareness

about benefits .

BIBLIOGRAPHY

Journals

● Jitendra Yadav (2021) – online shopping behaviour during covid-19 pandemic:

An Indian perspective.

https://www.researchgate.net/publication/353057164_Online_Shopping_Behavi

or_during_COVID-19_Pandemic_An_Indian_Perspective

● Rohit Kumar and Isha Mishra (2021) - Impact of COVID-19 on Consumer buying

Behaviour towards Online Shopping in India

https://mbajournals.in/index.php/JoCBMR/article/view/689

● Nielson (2020) – The impact of covid-19 on media consumption across north asia

● Pham, Van Kien , Tran Le and Do, Thi Thu Ha and Tang, My Ha and Thu Hoai,

Ha Le (2020) - A Study on Switching Behaviour Toward Online Shopping of

Vietnamese Consumer During the Covid-19 Time.

● Julia Koch ,Britta frommeyer and Gerhard schewe (2020) - How Consumer

Behavior Patterns Change in a Pandemic Condition)

● Tareq N Hashem (2020) - Examining the Influence of COVID 19 Pandemic in

Changing Customers' Orientation towards E-Shopping , Vol. 14, No. 8 (2020)

● Thu Ha Do Thi, Thu Hoai Ha Le and Usama Awan (2020) - A study on the

COVID-19 awareness affecting the consumer perceived benefits of online

shopping in Vietnam

● P Rajeswary and C Vijai (2020) – the impact of covid -19 on consumer behaviour

in India -vol 45 no.3

● Dr. Deepak Halan (2020) -

https://retail.economictimes.indiatimes.com/rehttps://retail.economictimes.indiat

imes.com/re-tales/impact-of-covid-19-on-online-shopping-in-india/4115tales/impact-of-

covid-19-on-online-shopping-in-india/4115

● Liisa Ecola (2020) – How is covid 19 changing Americans online shopping habits

https://www.researchgate.net/publication/342762042_How_Is_COVIDhttp

s://www.researchgate.net/publication/342762042_How_Is_COVID-

19_Changing_Americans'_Online_Shopping_Habits19_Changing_Americans'_Onlin

e_Shopping_Habits

Websites https://mbajournals.in/index.php/JoCBMR/article/view/689

https://www.researchgate.net/publication/349111552_The_Impact_of_COVID-

19_on_Consumers_behavior_in_India

https://retail.economictimes.indiatimes.com/re-tales/impact-of-covid-19-on-

onlinehttps://retail.economictimes.indiatimes.com/re-tales/impact-of-covid-19-on-online-

shopping-in-india/4115shopping-in-india/4115

https://www.researchgate.net/publication/342762042_How_Is_COVID-

19_Changing_Americans'_Online_Shopping_Habits

https://mbajournals.in/index.php/JoCBMR/article/view/689

ANNEXURE

A study on customer satisfaction towards online shopping during covid-19

This study is conducted by VAISAKH N S of 3rd B.com A batch of Christ college

(Autonomous) Irinjalakuda, on A STUDY ON CUSTOMER SATISFACTION

TOWARDS ONLINE SHOPPING DURING COVID 19. If you could sacrifice

some of your valuable time to fill the questionnaire, it would help in the completion

of my study. I assure you that the information will be only used for academic

purpose.

1. Name of the respondent :

2. Email id :

3. Contact number :

4. Gender :

● Male

● Female

5. Age group :

● 15-20

● 20-25

● 25-30

● 30-35

6. Monthly income :

● Less than 5000

● 5000-10000

● 10000-30000

● 30000-50000

● Above 50000

7. How long have you been using online shopping before covid 19 ?

● Less than one year

● More than one year

8. How long have you been using online shopping after covid 19 ?

● Less than one year

● More than one year

9. Which of the following factors that influence you while online shopping ?

● Price

● Quality

● Speed delivery

● Home delivery

● Packing

10. How much money do you spend for online shopping monthly ?

● Below 1000

● 1000-3000

● 3000-5000

● Above 5000

11. Which online website do you use frequently for buying online ?

● Amazon

● Flipkart

● Ajio

● Myntra

● Other

12. How frequently do you purchase through online website ?

● Monthly

● 1-3 months

● 3-6 months

● Yearly

13. What kind of commodities do you purchase through online shopping ?

● Clothes

● Beauty products

● Accessories

● Electronics

● Other

14. What is the mode of payment you have used while shopping online ?

● Cash on delivery

● Net banking

● Debit/Credit/ATM card

● Wallets

● UPI

15. Did corona virus outbreak attract the customers to online shopping ?

● Yes

● No

● Maybe

16. Did online shopping felt very convenient to the customers during the covid

period ?

● Strongly agree

● Agree

● Neutral

● Disagree

● Strongly disagree

17. Did the online sites ensured safety and security to customers while online

shopping ?

● Strongly agree

● Agree

● Neutral

● Disagree

● Strongly disagree

18. Do you feel that online shopping has increased during covid 19 ?

● Yes

● No

● Maybe

19. Does the covid situation makes you to do online shopping more oftenly ?

● Yes

● No

● Maybe

20. Did you feel any variations in the quality of the commodity you purchased

through online ?

● Yes

● No

21. Do you agree that online shopping helped you more when the local stores

were shut down during the lockdown period ?

● Strongly agree

● Agree

● Neutral

● Disagree

● Strongly disagree

22. What are the problems faced by the customers while online shopping ?

● Delay in delivery

● Containment zone problems

● Damaged products

● High shipping cost

● other

23. After the pandemic, what kind of shopping is more convenient to you ?

● Online shopping

● Local stores