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Problems Faced by Customers Through Online Shopping

With Special Reference to Ganapathy


The rapid diffusion of the internet as a commercial medium has been widely documented
(Hoffman and Novak 1996; jones and Biasiotton, 1999; Radosevich and Tweney , 1999).
Shopping has become the fastest- growing use of the internet, with about 53% of internet users
reporting shopping as a primary use of the web (GVUs WWW9th user surveys, US$226 billion
in 2000 and US$ 1234 billion in 2002, according to projections by Activ Media (1999). Although
Internet shopping is becoming an accepted way to purchase many kind of products and services.
( Journal of Business Research 56(2003) 867-875 )

Internet marketing is conceptually difference from other marketing channels and internet a
one to one communication between the seller and the end user with the clock customer service.
Today , business internet marketing is the fastest growing segment of online commerce. The
major difference between traditional and online selling is the extent of interaction between the
consumer and the seller . There is much more electronic interactivity with the consumer in the
consumer in the from of emails and FAQs. Through FAQs, the consumers questions on
shipment, payment , product, policies and other customer concerns can be addressed effectively
(pervaiz Ali,2011). (Journal of Marketing and Consumer Research)

Increasing numbers of people are gravitating towards more intensive use of the internet
as internet as the accessibility of technology, the availabilities of information, and the ability to
interact through the internet increase and evolve. Obvious capabilities of the internet include
avenues for gathering information, purchasing a product, or rendering a service .These advances
in internet technology allow for the expansion of shopping options beyond traditional methods
that may be more time consuming. Issues with having to physically gather information with
offline shopping methods that may be more time consuming. Issues with having to physically
gather information with offline shopping methods are alleviated , and customers are better able to
efficiency use their time. For instance, instead of having to physically visit different stores to
compare prices or rely on circular pamphlets in newspapers, a consumer is able to search and
retrieve needed information through the internet. The internet explosion has opened the doors to
a new electronic world. Consumers are now able to use the internet for a variety of purposes such
as research , communication, online banking, and of conducting business conveniently. (Journal
of Marketing and Consumer Research)

In the business to consumer (B2C) e-commerce cycle activity , consumers use internet
for many reasons and purposes such as: searching for product features , prices or reviews,
selecting products and services through internet, placing the order, making payments or any other
means which is then followed by delivery of the required products through internet, or other
means and last is sales service through internet or other mean (Sinha, 2010).Over the past few
decades, the internet has developed into a vast global market place for the exchange of goods and
services. In many developed countries, the internet has been adopted as an important medium,
offering a wide assortment of products with 24 hour availability and wide area coverage. In some
other countries, such as Iran , however business-to-consumer electronic commerce has been
much below than anticipated proportion of total retail business due to its certain limitations
(Sylke, Belanger, and Comunale, 2002).(International Journal of Marketing Studies; Vol. 4 , No.5

Online shopping behavior (also called online buying behavior and Internet
shopping/buying behavior) refers to the process of purchasing of purchasing products or services
via the internet. The process consists of five steps similar to those associated with traditional
shopping behavior (Liang and Lai, 2000) In the typical online shopping process, when potential
consumer recognize a need for some merchandise or service, they to the internet and search for
need-related information. (International Journal of Marketing Studies; Vol. 4 , No.5 ;2012)

Online shopping is a from of e-commerce where by consumers directly by goods or

services from a seller over the internet. e-commerce is the buying and selling of goods and
services of the internet especially the world wild web. Online shopping is done through an online
shop e-shop, e-store internet with multi media file.

Consumers attitude to wards online shopping refers to their psychological state on terms of
making purchases. All the products in online stores are described through text in with photos and
with multimedia files.

To identify and Analysis the usage of online shopping services in Ganapathy.

To Analysis the satisfaction level of online shopping experience.
To identify the shopping sites used by customers.
To Analysis the reason for preferring online shopping.
To Analysis the problems faced by online shopping.

Statement Of Problems :

The world is tremendously moving towards electronic commerce (e-commerce) activities. E-

commerce growth is increasing at a rapid rate and is replacing traditional commerce. The
benefits of shopping online cannot be under estimated. In todays fast paced world, the
popularity of online shopping has grown by leaps and bounds. Online purchasing of goods, both
expensive and cheap, is prevalent to a much larger extent in recent years due to convenience,
speedy transactions, saving time, attractive sales promotional offers etc., Despite these
motivational factors, there are various transactional and non-transactional issues involved such as
internet users being uncomfortable while giving their credit card number, personal information
etc., which act as deterrents. Internet as a marketing tool is immature, and an understanding of its
impact on buyer behavior is still being discovered.
Online shopping is new and it is at infancy stage and there are no hard and fast rules to
live by. Consumers are slow in showing interest in online shopping. However, the future for
internet shopping looks bright and promising. There seems to be a lack of understanding and
knowledge on consumer s attitude towards internet shopping. Considering that internet shopping
is still at the early stage of development, little is known about consumers attitude towards
adopting this new shopping channel and factors that influence their attitudes towards it.
This is especially true in the context of consumers in Tier-II cities , where internet
shopping is still new and consumers are less familiar and often more 13 skeptical towards it.
Therefore this study aims to examine current users and non-users of internet shopping with the
intention to have an assessment, evaluation and understanding of the characteristics of online
shoppers and offline shoppers.

In this scenario, the following questions arise:

What is the demographic and internet usage profile of the Netizens?
What is the pattern of their online purchase?
How do they perceive the positive side of online shopping?
Whether or not online shoppers are satisfied with the shopping experience and what
factors influence their satisfaction?
Why do they prefer online buying or feel skeptical about it?
Do they assign the same degree of importance to various factors favouring online
How do they evaluate the features of a shopping site?
Is there any characteristic difference between online shoppers and offline