A

Project Report on

“Consumer Behaviour to E-Commerce during

Pandemic - Case Study on Amazon’’

Submitted to
Rashtrasant Tukadoji Maharaj Nagpur
University, Nagpur

In partial fulfillment for the award of the degree of

Bachelor of Business Administration

Submitted by

Ms. Nitya Pandey

Under the Guidance of

Dr. Archana Dadhe

Department of Management Sciences and Research,

G.S. College of Commerce & Economics, Nagpur
NAAC Re-Accredited “A” Grade Autonomous Institution

Academic Year 2020-21

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 Department of Management Science and Research
G.S. College of Commerce & Economics, Nagpur
(An Autonomous Institution)

Academic year 2020-2021

CERTIFICATE

This is to certify that “Nitya Pandey” has submitted the project titled
“Consumer Behaviour to E-Commerce during Pandemic - Case Study on
Amazon” towards partial fulfillment of BACHELOR OF BUSINESS
ADMINISTRATION degree examination. This has not been submitted for any
other examination and does not form part of any other course undergone by the
candidate.

It is further certified that she has ingeniously completed her project as

prescribed by the Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur.

Dr. Archana Dadhe Dr. Geeta Naidu

(Project Guide) (Director)

Place: Nagpur
Date: 2ND JUNE 2021

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 Department of Management Science and Research
G.S. College of Commerce & Economics, Nagpur
(An Autonomous Institution)

Academic year 2020-2021

DECLARATION

I hereby declare that the project with the title “Consumer Behaviour to E-
Commerce during Pandemic- Case Study on Amazon” has been completed
by me in partial fulfillment of BACHELOR OF BUSINESS ADMINSTRATION
degree examination as prescribed by Rashtrasant Tukadoji Maharaj Nagpur
University, Nagpur and this has not been submitted for any other examination
and does not form the part of any other course undertaken by me.

Place: Nagpur Student Name & Signature

Date: 2ND JUNE 2021 Ms. Nitya Pandey
BBA

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 Department of Management Science and Research
G.S. College of Commerce & Economics, Nagpur
(An Autonomous Institution)
NAAC Accredited “A” Grade Institution

Academic year 2020-2021

ACKNOWLEDGEMENT
With immense pride and sense of gratitude, I take this golden opportunity to
express my sincere regards to Dr. N.Y. Khandait, Principal of , G.S College of
Commerce & Economics, Nagpur.

I am extremely thankful to my project guide Dr. Archana Dadhe, for her

guidance throughout the project. I render my sincere regards to her for giving
me outstanding guidance, enthusiastic suggestions and invaluable
encouragement which helped me in the completion of the project. I will pass in
my duty if I do thank the Non- Teaching staff of the college for their co-
operation. I would like to thank all those who helped me in making the project
complete and successful.

Date: 2ND JUNE 2021 Name & Signature

Place: Nagpur Ms. Nitya Pandey
BBA

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 Department of Management Sciences and Research,
G.S. College of Commerce & Economics, Nagpur
NAAC Re-Accredited “A” Grade Autonomous Institution

Academic Year 2020-21

INDEX

SR. NO. CHAPTER PAGE NO.

1 EXECUTIVE SUMMARY 6–7

2 INTRODUCTION 8 – 15

3 COMPANY PROFILE 16 – 27

4 RELEVANCE OF STUDY 28

5 OBJECTIVES 29

6 NEED OF STUDY 30

7 LIMITATIONS 31

8 HYPOTHESIS 32

9 RESEARCH METHODOLOGY 33 – 36

10 DATA INTERPRETATION 37 – 43

11 CONCLUSION 44 – 45

12 SUGGESTION 46

13 BIBLIOGRAPHY 47

14 ANNEXURE 48 - 49

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1. EXECUTIVE SUMMARY

The first chapter of the project deals with the introduction of E-commerce &
Pandemic and how pandemic has affected E- commerce and the world of brick
& mortar stores. After the era of digitalization, India has seen rapid increase in
the users of Smartphone and internet which has also resulted in the increase of
online shoppers because of its ease of use, But was this the only reason for the
increase in usage of E-commerce between the Financial year 2019 to 2021, we
will findout.There are two major players in the e-commerce industry of India,
Flipkart & Amazon.

We are now 15 months into the lockdown implied by the government of India
to protect the citizens of our country. And so is the whole world. With the affect
of Covid virus the lockdown imposed was increased from 3 months to 15
months. During this time the country as whole faced Economical, Social and
issues such as shortage of food as well. It can be send the Pandemic always hits
with its utmost effect.
E- commerce industry in such times came to the rescue, and Amazon has been
popular among the people for various reasons. Amazon was the first e-
commerce company to introduce Cash on Delivery system in India to gain the
trust of Indian population, and then they introduced Prime deliveries where
they promised one day delivery, two day delivery and even same day delivery
in some areas of the country which made sure that the giant tastes success. The
main aim of the study was to understand the coordination of e-commerce and
logistics in Amazon, and understand that how better coordination has helped
Amazon gain a big market share.
The second part of the study is the company profile where The study will
mention about amazon’s history , products , the working of Amazon, The
various Marketing strategy of Amazon in India, the steps taken by Amazon for
its Employees Safety and for its Customer and the financial aspect of Amazon
over the years.
The next part will explain the relevance and why the respective topic was
chosen for the study.
The next part of the project is Research methodology which means the
systematic way to attain the predefined objectives. Hence, to fulfill these
objectives, research methodology will appear in context with the research
design, hypothesis, and sources of data description of tools for data analysis.
The study is done by using convenience sampling method with 95% confident

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and 5% margin of error. A sample of 100 people has been taken from Various
Parts of India. Respondents are 4 different age group of people who have
information or have experienced the world of online shopping.

The next chapter is data collection in which data collected through

questionnaire forms, internet and historical information of the company related
with particular topic, journals, newspapers etc.
From the data analysis and interpretation, I have concluded that Amazon has
definitely seen some increase in popularity amongst newer and pre-existing
customers looks satisfied with its services but as it’s not perfect & there is some
room for improvement.

What happens after Pandemic, will the customer base generated in these
crucial times stay with amazon or will they switch to earlier means of shopping
still cannot be said as a sure thing. But it surely made a little space in the newer
customer base.
With the currnt improvement and Glocality R&D it will soon acquire the
opportunity that is in front of Amazon in India.

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2. INTRODUCTION

The Pandemic hit the world in december, and by march we were all inside the
comforts of our home to escape the dreaded situation.

We are now 15 months into the lockdown implied by the government of India
to protect the citizens of our country. And so is the whole world. Lockdown – a
very well known word across nations. Covid19 has introduced us to many such
words which we despise.

With people bound to stay at home it’s common to see them spending their
time daily more on the internet for business, marketing, entertainment, work
and learning.

As E-Commerce is the demand of present time, businesses, customers, and

nations, in a few years time will become compulsory to use for any transaction.
Today they are a necessity due to the conditions but once things start returning
to normal is this going to be a long term change?

E-Commerce being the online buying and selling process is the primary reason
behind the growth of Internet users. E-Commerce for the Internet is as
important as a heart is for a body. A lot of reasons present for customers today
prefer shopping online include convenience, price comparisons, no crowds at
stores, no need for physical travel, and gifts to our loved ones that can send
more easily. And has majorly helped us during this pandemic.

The situation is rapidly changing. The amount of people deemed safe to gather
in a single place has dwindled from thousands, to hundreds, to ten. Restaurants,
bars, movie theaters, and gyms in many major cities are shutting down.
Meanwhile many office workers are facing new challenges of working remotely
full time.

Essentially, people are coming to terms with the realities of our interconnected
world and how difficult it is to temporarily separate those connections to
others. To say that we are living in unprecedented times feels like an
understatement.

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One of the responses we’ve seen to how people are approaching this period of
isolation and uncertainty is in huge overnight changes to their shopping
behaviors. From bulk-buying to online shopping, people are changing what
they’re buying, when, and how.

As more cities are going under lockdowns, nonessential businesses are being
ordered to close, and customers are generally avoiding public places. Limiting
shopping for all but necessary essentials is becoming a new normal. Brands are
having to adapt and be flexible to meet changing needs.

The statements given by experts says that “That said, it’s unlikely that COVID-
19 would survive on your purchased items from the time they were packed to
the time you received your package (especially with the slowdown in the
delivery system). And shipping conditions make a tough environment for
COVID-19 as well, so it’s not likely you’ll be exposed via the package itself,
either.

E-commerce – what is it?

The beginnings of e-commerce can be traced to the 1960s, when businesses

started using EDI to share business documents with other companies. In 1979,
the American National Standards Institute developed ASC X12 as a universal
standard for businesses to share documents through electronic networks.

After the number of individual users sharing electronic documents with each
other grew in the 1980s, the rise of eBay and Amazon in the 1990s
revolutionized the e-commerce industry. Consumers can now purchase endless
amounts of items online, from e-tailers, typical brick-and-mortar stores with e-

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commerce capabilities. Now, almost all retailer companies are integrating
online business practices into their business models.

E-commerce (electronic commerce) is the buying and selling of goods and

services, or the transmitting of funds or data, over an electronic network,
primarily the internet. These business transactions occur either as business-to-
business (B2B), business-to-consumer (B2C), consumer-to-consumer or
consumer-to-business. The terms e-commerce and e-business are often used
interchangeably.

Types of E-commerce

Business-to-business (B2B) e-commerce refers to the electronic exchange of

products, services or information between businesses rather than between
businesses and consumers.

Business-to-consumer (B2C) is the retail part of e-commerce on the internet.

It is when businesses sell products, services or information directly to
consumers

Consumer-to-consumer (C2C) is a type of e-commerce in which consumers

trade products, services and information with each other online.

Consumer-to-business (C2B) is a type of e-commerce in which consumers

make their products and services available online for companies to bid on and
purchase.

Business-to-administration (B2A) refers to transactions conducted online

between companies and public administration or government bodies.

Consumer-to-administration (C2A) refers to transactions conducted online

between individual consumers and public administration or government
bodies.

What makes E-commerce popular in these crucial times?

 Availability - Aside from outages or scheduled maintenance, e-commerce sites
are available 24x7, allowing visitors to browse and shop at any time. Brick-and-
mortar businesses tend to open for a fixed number of hours and may even close
entirely on certain days.

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  Speed Access - While shoppers in a physical store can be slowed by crowds, e-
commerce sites run quickly, which is determined by compute
and bandwidth considerations on both consumer device and e-commerce site.
Product pages and shopping cart pages load in a few seconds or less. An e-
commerce transaction can comprise a few clicks and take less than five
minutes.

 Wide Availability – E-commerce enables brands to make a wide array of

products available, which are then shipped from a warehouse after a purchase
is made. Customers will likely have more success finding what they want.

 Ease - Customers shopping a physical store may have a hard time determining
which aisle a particular product is in. In e-commerce, visitors can browse
product category pages and use the site search feature the find the product
immediately.

 International reach - Brick-and-mortar businesses sell to customers who

physically visit their stores. With e-commerce, businesses can sell to any
customer who can access the web. E-commerce has the potential to extend a
business' customer base

 Lower costs - pure play e-commerce businesses avoid the cost associated with
physical stores, such as rent, inventory and cashiers, although they may incur
shipping and warehouse costs.

 Personalization and Product recommendations - E-commerce sites can

track visitors' browse, search and purchase history. They can use this data to
present useful and personalized product recommendations, and obtain
valuable insights about target markets.

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COVID-19 PANDEMIC – A BRIEF

The COVID-19 pandemic, also known as the coronavirus pandemic, is an

ongoing global pandemic of coronavirus disease 2019 (COVID-19), which is
caused by severe acute respiratory syndrome coronavirus 2. The virus was first
identified in December 2019 in Wuhan, China. The World Health
Organization declared a Public Health Emergency of International Concern on
30 January 2020, and later declared a pandemic on 11 March 2020. As of 24
June 2021, more than 179 million cases have been confirmed, with more than
3.89 million confirmed deaths attributed to COVID-19, making it one of
the deadliest pandemics in history.
The severity of COVID-19 symptoms is highly variable, ranging
from unnoticeable to life-threatening. Severe illness is more likely in elderly
COVID-19 patients, as well as those who have underlying medical
conditions. COVID-19 transmits when people breathe in air contaminated by
droplets and small airborne particles. The risk of breathing these in is highest
when people are in close proximity, but they can be inhaled over longer
distances, particularly indoors. Transmission can also occur if splashed or
sprayed with contaminated fluids, in the eyes, nose or mouth, and, rarely, via
contaminated surfaces. People remain contagious for up to 20 days, and can
spread the virus even if they do not develop any symptoms.
Recommended preventive measures include social distancing, wearing face
masks in public, ventilation and air-filtering, hand washing, covering one's
mouth when sneezing or coughing, disinfecting surfaces, and monitoring
and self-isolation for people exposed or symptomatic. Several vaccines have
been developed and widely distributed in most developed countries since
December 2020. Current treatments focus on addressing symptoms, but work

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is underway to develop medications that inhibit the virus. Authorities
worldwide have responded by implementing travel restrictions, lockdowns and
quarantines, workplace hazard controls, and business closures.
Numerous jurisdictions have also worked to increase testing capacity and trace
contacts of the infected.
The pandemic has resulted in significant global social and economic disruption,
including the largest global recession since the Great Depression of the 1930s. It
has led to widespread supply shortages exacerbated by panic buying,
agricultural disruption, and food shortages. However, there have also
been decreased emissions of pollutants and greenhouse gases.
Numerous educational institutions and public areas have been partially or fully
closed, and many events have been cancelled or postponed. Misinformation has
circulated through social media and mass media, and political tensions have
been exacerbated. The pandemic has raised issues of racial and geographic
discrimination, health equity, and the balance between public health
imperatives and individual rights.

Pandemic

E- commerce

In India, 700 million of internet users in India by 2020 are expected to increase
974 million by 2025. Indian E-commerce trade is expected to supress US E-
commerce trade and reach world’s 2nd largest market by 2034. In 2018, online
shoppers were 120 million and it may increase 220 million by 2025 . E-

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commerce is about 0.76% of GDP in 2017 and 0.9% of GDP in 2018. Because of
this pandemic retail sales are bowl-shaped by 5.7%
than before, whereas e-commerce shopping boomed by 2% just in 2 weeks
after lifting up partial lockdown rules.

Customer behaviour is dynamic in nature. Customer preferences changes on

time. This is a study which grows hastily, and marketers need to understand the
consumers buying patterns, their likes, and to what extent the product offers
are reaching consumer expectations, etc. This is an ongoing process. To help
marketers this online sales and purchases are introduced, which helps
customer to get the desired product from all over the world at any time as per
his
ease (Dr. M. Vidya & Dr. P. Selvamani , 2019).

As the world begins its slow pivot from managing the COVID-19 crisis to
recovery and the reopening of economies, it’s clear that the period of lockdown
has had a profound impact on how people live. The period of contagion, self-
isolation, and economic uncertainty will change the way consumers behave, in
some cases for years to come.

The World Health Organization addresses the concern as well, by saying that it
is safe to receive packages from locations with reported COVID-19 cases. From
their website: “The likelihood of an infected person contaminating commercial
goods is low and the risk of catching the virus that causes COVID-19 from a
package that has been moved, travelled, and exposed to different conditions
and temperature is also low.”
And many other such statements helped the consumers in making the smart
choice of going online for ordering needful products.

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 ( A Map for understanding the second wave lockdown)

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3. AMAZON – “Aapki Apni Dukaan”

Amazon.com, Inc. is an American multinational technology company based

in Seattle, Washington, which focuses on e-commerce, cloud computing, digital
streaming, and artificial intelligence. It is one of the Big Five companies in the
U.S. information technology industry, along with Google, Apple, Microsoft,
and Facebook. The company has been referred to as "one of the most influential
economic and cultural forces in the world", as well as the world's most valuable
brand.
Jeff Bezos founded Amazon from his garage in Bellevue, Washington, on July 5,
1994. It started as an online marketplace for books but expanded to sell
electronics, software, video games, apparel, furniture, food, toys, and jewelry. In
2015, Amazon surpassed Walmart as the most valuable retailer in the United
States by market capitalization. In 2017, Amazon acquired Whole Foods
Market for US$13.4 billion, which substantially increased its footprint as a
physical retailer. In 2018, its two-day delivery service, Amazon Prime,
surpassed 100 million subscribers worldwide.
Amazon is known for its disruption of well-established industries through
technological innovation and mass scale. It is the world's largest online
marketplace, AI assistant provider, live-streaming platform and cloud
computing platform as measured by revenue and market
capitalization. Amazon is the largest Internet company by revenue in the
world. It is the second largest private employer in the United States and one of
the world's most valuable companies. As of 2020, Amazon has the highest
global brand valuation.

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Amazon distributes downloads and streaming of video, music,
and audiobooks through its Amazon Prime Video, Amazon Music, Twitch,
and Audible subsidiaries. Amazon also has a publishing arm, Amazon
Publishing, a film and television studio, Amazon Studios, and a cloud computing
subsidiary, Amazon Web Services. It produces consumer
electronics including Kindle e-readers, Fire tablets, Fire TV, and Echo devices.
Its acquisitions over the years include Ring, Twitch, Whole Foods Market,
and IMDb.

Products and services

Amazon.com's product lines available at its website include several media,
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.
In August 2019, Amazon applied to have a liquor store in San Francisco, CA as a
means to ship beer and alcohol within the city. Amazon has separate retail
websites for some countries and also offers international shipping of some of its
products to certain other countries. In November 2020, the company started an
online delivery service dedicated to prescription drugs. The service provides
discounts up to 80% for generic drugs and up to 40% for branded drugs for
Prime subscribe users. The products can be purchased on the company's
website or at over 50,000 bricks-and-mortar pharmacies in the United States.
Amazon.com has a number of products and services available, including:

 AmazonFresh
 Amazon Prime
 Amazon Web Services
 Alexa
 Appstore
 Amazon Drive
 Echo
 Kindle
 Fire tablets
 Fire TV
 Video

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 Kindle Store
 Music
 Music Unlimited
 Amazon Digital Game Store
 Amazon Studios
 AmazonWireless
 Amazon Academy

Time
Key developments at Amazon
period

1994– Amazon started off as an online bookstore selling books, primarily competing with local booksellers and Barnes &
1998 Noble. It IPOs in 1997.

1998– Amazon starts to expand its services beyond books. It also starts offering convenience services, such as Free
2004 Super Savers Shipping.

Amazon moves into the cloud computing area with Amazon AWS, as well as the crowdsourcing area
with Amazon Mechanical Turk. By being an early player, it eventually dominates the cloud computing scene,
2005–
allowing it to control much of the physical infrastructure of the Internet. [72] Amazon also offers the Amazon
2011
Kindle for people to purchase their books as eBooks, and by 2010, more people buy ebooks than physical books
from Amazon.

2011– Amazon starts offering streaming services like Amazon Music and Amazon Video. By 2015, its market
2015 capitalization surpassed that of Walmart.

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HOW AMAZON WORKS?

In 1995, Amazon.com sold its first book, which shipped from Jeff Bezos’ garage
in Seattle. In 2021, Amazon.com sells a lot more than books and around
800,000 square feet in size, sortable fulfillment centers can employ more than
1,500 full-time associates.

The story is an e-commerce dream, and Jeff Bezos was Time magazine’s Person
of the year 4 year later after the start. The innovation and business savvy that
sustains Amazon.com is legendary and , at times, controversial: The company
owns dozens of patets on e- commerce processes that some argue should
remain in the public domain. In this article we’ll find out what Amazon does,
what makes it different from other E-commerce Websites and how its
technology infrastructure supports its multi- pronged approach to online sales.

Working
Amazon.com sells a lots and lots of stuff. The direct Amazon-to-buyer sales
approach is really no different from what happens at most other large , online
retailers except for its range of products. You can find beauty supplies, clothing,
jwellery, gourmet food, sporting goods, pet supplies, books, CDs, DVDs , almost
anything else you might want to buy. What makes Amazon a giant is in the
details. Besides its tremendous product range , Amazon makes every possible
attempt to customize the buyer experience.
When you arrive at the homepage, you’ll find not only special offers and
featured products, but if you’ve been to Amazon.com before, you’ll also find
recommendations for you. Amazon knows you by your name and tries to be
your personal shopper.
The embedded marketing technique that Amazon employees to personalize
your experience I probably the best example of company's overall approach to
sales: to know your customer very, very well.
Customer tracking is an Amazon stronghold. If you let the website stick a cookie
on your hard drive, you will find yourself on the receiving end of all sorts of
useful features that make your shopping experience pretty cool, like
recommendations based on past purchases and list of reviews and Guides
written by users who purchased the products you are looking at.
The Other main feature that puts amazon.com on another level is the multilevel
E-Commerce strategy it employs. Amazon.com let's almost any one self almost
any things using its platform. You can find trade sales of merchandise sold

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directly by Amazon, like the books that sold back in the mid 90’s out of Jeff
bezos’ garage only now that shipped from a very big warehouse. Since 2000,
you can also find goods listed by third party seller- individuals, small companies
and retailers like target and Toys R Us. You can find used good refurbished
good and auctions. You could say that Amazon is simply the ultimate hub for
selling Merchandise on the web, accept that the company has recently added a
more extroverted angle to it strategy.
In addition to the affiliate program that lets anybody post Amazon links earn a
commission on click-through sales, there's now a program that lets those
associates build entire Web sites based on Amazon's platform. They can
literally create mini Amazon Web sites if they want to, building on Amazon's
huge database of products and applications for their own purposes. As long as
any purchases go through Amazon, you can build a site called Amazonish.com,
pull products directly from Amazon's servers, write your own guides and
recommendations and earn a cut of any sales. Amazon has become a software
developer's playground.

To know :

Amazon Patents

Amazon has tried to patent nearly every aspect of its E-commerce architecture,
drawing more than a little controversy for the affiliate program patent it won
back in 2000.
Reportedly, other E-commerce sites were already using affiliate programs that
looked a lot like the one Amazon developed and patented. Here are just a few
Amazon’s dozens of patents:
 Internet-based customer referral system, U.S. Patent6,029,141, feb 22,
2000
 Content Personalization based on actions performed during a current
browing session , U.S.Patent 6,853,982, feb 8 2005.
 Methods and system for integrating transaction mechanisms over
multiple internet sites, U.S. Patent 6.882,981, April 19, 2005.
 Use of Product viewing histories of users to identify related products,
U.S.Patent 6,912,505,June 28,2005.

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 Amazon’s Marketing Strategy-

Amazon’s strategy in India holds lessons for the e-commerce giant in other
markets, as well as for U.S. companies aiming to expand their international
reach. The key is to act “glocally” – combining global scale and resources
with a deep and granular understanding of each market, while empowering
the R&D and customer-service teams to tailor solutions and systematically
solve problems.

The key to Amazon’s strategy in India is its ability to think globally but act
locally – leveraging its massive scale, logistics capabilities and balance sheet
while creating customized local offerings developed ground-up for the
Indian market.

1. Deep customer understanding: Amazon has invested time,

energy, and resources to understand the nuances of India’s
consumer market. For example, Amazon realized that Indian
consumers are not comfortable buying online or they may lack the
education to read online product reviews. So it has plans to
establish kiosks in small local retail locations that set up
entrepreneurs to offer an “assisted buying” service for consumers.

2. Accommodating bandwidth challenges: Amazon realized that

over 500 million Indian consumers still use feature phones with
slow network connections. So it has designed a slimmed down
version of its app to adjust to slower network speeds. The modified
app still allows for a decent browsing experience, while
accommodating the reality of network constraints.

3. Using Artificial Intelligence to find addresses: Residential

addresses in India are often only best guestimates of location,
which makes delivery a challenge. Amazon is using machine
learning and artificial intelligence (AI) to bring better precision to
delivery, including a 0-to-100 confidence score for an address.

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 4. Ferreting out fake products and fraud. E-commerce in India has
been plagued by a plethora of fake reviews, which has made buyers
wary. Amazon is working to improve trust among buyers and
sellers by combating fraud and fake reviews for third-party
products on its site, while promoting safer products. Amazon’s
Indian team has designed algorithms to detect fake reviews,
fraudulent transactions, and fake products.

5. Expanding logistics and fulfillment: Amazon is expanding its

network of fulfillment centers in India by five, raising the total to
67. Amazon understands the importance of expanding its
infrastructure and delivery network to improve the customer
experience and enable tens of thousands of small and medium
businesses to fulfill orders more efficiently.

6. Onboarding assistance for third-party sellers: In addition to

carrying products from major sellers, such as Samsung with
promotions for the local market, Amazon is facilitating e-commerce
for smaller retailers that offer unique products. Amazon has
created an innovative initiative called “Tatkal” (which means
“instantaneous” in Hindi) to demonstrate how a small seller can be
ready to sell on Amazon’s site within 60 minutes. Amazon uses vans
that visit smaller retailers and suppliers. The vans have a photo
studio so Amazon employees can take pictures of products, catalog
them, and get sellers ready to sell.

7. Local R&D: Amazon’s largest R&D center outside of Seattle is in

Bangalore. This signals its commitment for the long haul to
understand the nuances of the market and to create user
experience innovations specifically for the Indian market.

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What makes Amazon different from its competitors ?

There are several things in which Amazon excels, and is probably as good as or
better than any other company. In no particular order:

1. Logistics: Amazon is a fantastically efficient logistics company. Its

ability to move and store inventory and fulfill orders is, I believe,
unmatched. This is a combination of a worldwide network of
warehouses (“fulfillment centers”), a huge investment in software and
systems to automate and streamline, and a cultural commitment to
efficiency.
Beyond helping Amazon compete — allowing it to keep low margins
and fast delivery times — it’s actually empowering hundreds of
thousands of other businesses to reach a national — or even
international — audience, through programs like FBA and Amazon
Global.

2. Customer Obsession: I wouldn’t say that Amazon’s customer

obsession is unique; other companies are even more customer-focused.
But it’s not just a slogan; it’s a real part of the culture here, at every
level. Amazon wants its customers to be happy, not just as a way to
drive the bottom line, but as a goal in itself. Obviously Amazon does this
because it believe that keeping customers happy
will eventually translate to the bottom line, but its quite OK with
waiting a long time for that eventuality.
Speaking as an Amazon customer now, I have almost zero worry when I
order from Amazon or from an FBA seller. I know I’ll get what I
ordered, and in the rare case I don’t, Amazon will take care of me:
reimburse me, send me the right thing, compensate me with a coupon,
etc.

3. Brand: Amazon is almost synonymous with online retail, especially in

the US and Western Europe. According to a survey, even though slightly
more people use Google to search for products, more than half of them
won’t make an online purchase without first checking Amazon. Amazon
is also viewed very favorably by most consumers, and has a very strong
reputation for good customer service.

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 4. A long-term vision: Amazon is consistently willing to sacrifice short-
term profit for long-term growth. To quote from an article, for example:
”The conventional wisdom about Amazon is that its prices are so low that
it earns no money. But Thomas Paulson, principal at Minneapolis-based
Inflection Capital Management, points out that, when you strip out its
enormous investment in itself, Amazon earns exceptional profits.”
Perhaps most amazing is that investors seem to not care. I can’t
remember where I saw this quote, who it was attributed to, or its exact
wording, but it’s a good one: “Amazon is a scheme to redistribute wealth
from shareholders to consumers”. Investors seem to trust Bezos and his
vision, and are willing to finance Amazon’s growth at dizzying
multiplier levels.

5. A strong internal culture: For a company so big, so diverse, and so

fast-growing, being able to maintain this kind of consistent culture is
incredibly important. This might also the #1 risk as Amazon keeps
growing at a breakneck speed.

6. Market power: with size and reach comes power. If you’re a book
publisher or an electronics device maker, for example, you don’t want
to be on Amazon; you need to be on Amazon. With very few exceptions,
you need Amazon far more than it needs you.
This allows Amazon to drive very hard bargains with those
manufacturers and other suppliers, which most often get translated to
better prices for consumers, again sacrificing margins to maintain
customer trust and grow the brand.

7. Diversity: unlike Apple, for example, that owes almost all its revenue
and profit to the iPhone, Amazon makes its money in several very
different ways. Some of it is from traditional retail, i.e. buying things
and selling them for more money. Some comes from services to other
retailers: the marketplace, logistics services, etc. And then there are
AWS, which is a money-printing machine, media production, devices
(primarily Kindle, Kindle Fire, and Echo), and the growing advertising
business.
This gives Amazon both an opportunity to take advantage of growth in
different markets, and a certain hedge against adverse conditions in any
one of those.

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 Amazon in the times of Covid19 Pandemic –

For its Employees:

 The top concern is to ensure the safety and health of their employees and
their contractors around the world. Amazon made over 150 significant
process changes in operations Network and whole foods market stores to
help teams stay healthy and then conducted daily audits of the measures
to put into place.

 Amazon has procured hundred million face mask and a required that they
be worn by all associate drivers and support staff in their operations
network. They purchased more than 1000 thermal cameras and 31000
thermometer. Which they are using to conduct mandatory daily
temperature check for employees and support staff throughout their
operation site and whole foods market stores.

 A team of amazonians from research scientist and program managers to

procurement specialist and software engineer has move from their
normal De jobs to a dedicated team working to build incremental testing
capacity. The team is building its first lab and has Begin a pilot to test
Frontline employees.

 In March and and April they announced plans to and have now hired
175000 people in their fulfillment and delivery network in response to
increased customer demand and to assist existing employees. They are
happy to welcome these new hires and are still continuing to higher to
meet the increased demand in these difficult Times.

 In March the increased pay for early employees from $2 per hour in the
US and Canada and two euros per hour in many European countries. They
also double the regular early based for overtime hours worked a
minimum of 34 dollars and are in the US and increase from time and a
half. The investment in increased pay for early employees and partners
during covid-19 will nearly v700 million dollars through may 16, As said
by the reports.

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 For its Customers:
 Amazon prioritise the stocking and delivery of essential items to ensure
the fastest delivery of household stable medical supplies and other
critical products in the times of covid-19.

 They have been acting aggressively to help protect customers from bad
actors and have removed over 1 million offers from their stores due to
covid based pricing gouging. They have suspended more than 10000
selling account globally for violating their fair pricing policies.

 They have been working hard to increase order capacity for prime now
Amazon fresh and whole foods market. They have expanded whole foods
market grocery pickup from roughly 80 stores to more than 150, adjusted
store ask for selected location to focus exclusively on fulfilling online
grocery orders during certain times, and have made it easier for
customers to see when the next delivery window is available on Prime
now, Amazon fresh and whole foods market homepages.

 Amazon implemented additional safety measures within their whole food

market stores including providing plexiglass barriers between cassius
and customers at checkout rolling out enhance cleanliness and
sanitization protocol and enforcing social distancing guidelines. And have
been strict about it.

 Alexa is helping customers stay informed and connected and can now
answered tons of thousands of questions related to covid-19. Amazon is
working to provide accurate and timely information from official
Government and new sources globally Alexa also provides and
experience that helps customers in various parts of the world check their
risk level for covid-19.

 The time to return the product has been increased for better read and
assurance to the customer.

 Amazon has continued with ongoing and hands-on cleaning process in

their physical stores.

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  They are increasing contactless delivery to keep their customers safe
adding on to this the cash on delivery option has declined and online
payment is given much more preference.

Financial growth of FY2020

• Net sales increased 38% to $386.1 billion, compared with $280.5 billion in
2019. Excluding the $1.4 billion favorable impact from year-over-year changes
in foreign exchange rates throughout the year, net sales increased 37%
compared with 2019.

• Operating income increased to $22.9 billion, compared with operating

income of $14.5 billion in 2019.

• Net income increased to $21.3 billion, or $41.83 per diluted share, compared
with net income of $11.6 billion, or $23.01 per diluted share, in 2019.

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4. Relevance of Study
“ To understand the consumer’s behaviour, buying decisions regarding the E-
Commerce site Amazon in the course of Pandemic.”

The history of e-commerce started over 40 years ago when the introduction of
early Technology electronic data interchange and tele shopping in the 1970
paved the way for modern day e commerce store as we know it today.

Online shopping became possible then the internet was open to public. Amazon
was one of the first E-Commerce site in the US to start selling products online
and thousands of business followed it through.

The next decade then saw the rise of M-commerce.

What led was the inclination of the new generation from spending huge amount
of time in stores to buying things online. The middle-aged adults and seniors
chilled out at the power of clicks and non cash payments.

The E-Commerce business was slowly taking its space in India the Teens and
adults were getting used to the new purchasing method.

When pandemic broke in 2019 and the physical stores were closed and the lock
down happened. It made things difficult.
 Basic need items became difficult to find.
 The shortage of groceries worried the customers.
 Medicine ,self care and hygiene products became unavailable.
E commerce aur m-commerce came to rescue. There is now a noteworthy
change in buyers mentality and the shopping conduct.
Now,
The adults and seniors started to learn the use of m- commerce hesitantly.

The lockdown has post purchase to question their shopping habits including
cost awareness preference inclination from neighbourhood items and the
emotional move toward internet business.

This study will help us know –

- Which age group accepted this in times of pandemic.
- And whether this inclination is to remain post pandemic or not.

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5. Objectives of the study
By this research the major aim is –

 To know the most preferred E-commerce website for shopping during

pandemic

There are tons of E-commerce websites available to customers , which are

very similar and helps customer to get their desired products with the ease
of just one click away and to be delivered at their preferred location.
But which among the most popular websites was preferred by people in the
times of Pandemic?

 To analyze and understand the change in consumer behaviour in Pandemic

The times before the Pandemic and post-Pandemic are assumed to be poles
apart. Numerous changes are expected to occur from buying patterns ,
behaviour and classification of needs. The question is what are the changes
we can notice now and might remain post-Pandemic.

 To understand the reasons behind the change

The research will help us understand if or not there are any changes in
consumer behaviour. If there are any what can be the reasons behind the
shopping behaviour.

 To understand the category of products consumer preferred to be delivered

at door step

The numerous E-commerce websites offer a wide range of products. Some are
an everyday part of our lives while some are purchased out of deliberate
decisions. This project might help us understand what category of product was
preferred by consumers to be delivered at the door step in the course of
Pandemic.

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6. Need for study

The purpose of research is to inform action. Thus, the study should seek to
contextualize its findings within the larger body of research. Research must
always be of high quality in order to produce knowledge that is applicable
outside of the research setting. Furthermore, the results of your study may have
implications for policy and future project implementation.

 To know the revenue growth of Amazon in FY20

We’ll take a look at Amazon’s Financial growth over the years and in the
quarterly basis of FY2020.

 Which age group adapted to this inclination to E-Commerce more

The study will help us know if there was any difference in customers of various
age group that used to prefer the app earlier vs now.

 To know the response towards Amazon’s services during Pandemic

The main reason behind this study is to know about the response that Amazon
received from India during the course of Pandemic.

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7. Limitations
Although full efforts have been made in the following study but certain
conditions bring out the limitations in the project and before making any
conclusion the limitations should be kept in mind.

o The company information provided is secondary due to the Covid19

restrictions.
o The revenue generated is secondary data of FY20, it may vary with
lockdown 2.0.
o The study is done with limited resources available on internet.

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8. Hypothesis

A hypothesis is a suggested solution for an unexplained occurrence that does

not fit into current accepted scientific theory. The basic idea of a hypothesis is
that there is no pre-determined outcome.

A research hypothesis is a specific, clear, and testable proposition or predictive

statement about the possible outcome of a research study based on a particular
property of a population, such as presumed differences between groups on a
particular variable or relationships between variables.

A hypothesis introduces a research question and proposes an expected result. It

is an integral part of the scientific method that forms the basis of scientific
experiments. Therefore, one needs to be careful and thorough when building
hypothesis. A minor flaw in the construction of hypothesis could have an
adverse effect on the experiment.

The hypothesis or the result that we expect from the study might be :

H0 – Amazon experienced no Consumer Behaviour changes in

Pandemic.

H1 - Amazon experienced several Consumer Behaviour changes in

Pandemic.

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 9. Research Methodology

Research methodology is the specific procedures or techniques used to identify,

select, process, and analyze information about a topic. In a research paper,
the methodology section allows the reader to critically evaluate
a study's overall validity and reliability.
Research methodology simply refers to the practical “how” of any given piece of
research. More specifically, it’s about how a researcher systematically designs a
study to ensure valid and reliable results that address the research aims and
objectives.
For example, how did the researcher go about deciding:
 What data to collect (and what data to ignore)
 Who to collect it from (in research, this is called “sampling design”)
 How to collect it (this is called “data collection methods”)
 How to analyse it (this is called “data analysis methods”)

the methodology chapter should justify the design choices, by showing that the
chosen methods and techniques are the best fit for the research aims and
objectives, and will provide valid and reliable results. A good research
methodology provides scientifically sound findings, whereas a poor
methodology doesn’t.

Sources of Collection of Data:

Data collection is an extremely challenging work which needs exhaustive

planning, diligent work, understanding, determination and more to have the
capacity to complete the assignment effectively. Data collection begins with
figuring out what sort of data is needed, followed by the collection of a sample
from a certain section of the population. Next, we have to utilize a certain tool
to gather the data from the chosen sample.

Normally we can gather data from two sources namely primary and secondary.
Data gathered through perception or questionnaire review in a characteristic
setting are illustrations of data obtained in an uncontrolled situation.
Secondary data is the data acquired from optional sources like magazines,
books, documents, journals, reports, the web and more.

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Primary Data -Primary data is a type of data that is collected by researchers
directly from main sources through interviews, surveys, experiments, etc.
Primary data are usually collected from the source—where the data originally
originates from and are regarded as the best kind of data in research.

The sources of primary data are usually chosen and tailored specifically to meet
the demands or requirements of a particular research. Also, before choosing a
data collection source, things like the aim of the research and target population
need to be identified.

Secondary Data - Secondary data is the data that has already been collected
through primary sources and made readily available for researchers to use for
their own research. It is a type of data that has already been collected in the
past.

A researcher may have collected the data for a particular project, then made it
available to be used by another researcher. The data may also have been
collected for general use with no specific research purpose like in the case of
the national census.

A data classified as secondary for a particular research may be said to be

primary for another research. This is the case when a data is being reused,
making it a primary data for the first research and secondary data for the
second research it is being used for.

Primary data will be gathered via questionnaires and secondary data will be gathered
collected from various articles, books and company website available online.

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RESEARCH DESIGN

The research design refers to the overall strategy that aims to integrate the
different components of the study in a coherent and logical way, thereby,
ensuring you will effectively address the research problem; it constitutes the
blueprint for the collection, measurement, and analysis of data. The study is
about analyzing the coordination of e-commerce and logistics in Amazon. The
study focuses on the need and importance of logistics in successful ecommerce
business which has lead Amazon to become a major player in e-commerce
industry. For the purpose of the study Primary data & Secondary data were
collected. Primary data was collected through questionnaires and secondary
data was collected from various articles and company website.

SAMPLING DESIGN

A sample refers to a smaller, manageable version of a larger group. It is a subset

containing the characteristics of a larger population. Samples are used in
statistical testing when population sizes are too large for the test to include all
possible members or observations. A sample should represent the population
as a whole and not reflect any bias toward a specific attribute. The process of
using samples is called as sampling.

There are many sample options, but the two main categories of sampling design
are probability sampling and non-probability sampling.

Probability sampling means that you use a completely random sample from
the group of people you’re interested in. By using a completely random sample,
the results of your study will be generalisable to the entire population. In
other words, you can expect the same results across the entire group, without
having to collect data from the entire group.

Non-probability sampling, on the other hand, doesn’t use a random sample.

For example, it might involve using a convenience sample, which means you’d
interview or survey people that you have access to, rather than a truly random
sample. With non-probability sampling, the results are typically not
generalisable.

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  Universe of the study
People in various Parts of our country those who are using e-commerce
websites and applications.

 Sample Design
The study is done by using convenience sampling method with 95%
confidence and 5% margin of error. A sample of 100 people have been
taken from various parts of India, Respondents are mainly teenage
students, young adults and adults above 40 who use or are aware about
the e-commerce websites and applications.

 Research Period
Research work is carried out in 45 days.

 Research instrument
The data was collected through questionnaires & questions were
designed in closed ended form.
 Sampling Method
The data gathered was analyzed using percentage analysis, and graphs.

 Data Collection
Data was collected through Questionnaire form, internet, and historical
information related to company was gathered from various news articles,
journals and company website.

 Sample Size- About 100 people of 3 different age groups will be asked to
fill the questionnaire keeping in mind the covid constraints.
The 3 categories will be:
 Teenagers with the wide knowledge about trends.
 Young adults in corporates.
 Adults of the age group 40 and above.

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10. Data Interpretation
Data interpretation is the process of reviewing data through some predefined
processes which will help assign some meaning to the data and arrive at a relevant
conclusion. It involves taking the result of data analysis, making inferences on the
relations studied, and using them to conclude.

The data will be interpreted on the basis of raw data that will be gathered through
the questionnaire circulated amongst Consumers.

Research is incomplete without data collection and collecting only secondary

data will also make a research incomplete. It becomes necessary to collect
adequate amount of data to conclude the research. There are several ways of
collecting the data which depends on costs, time and other resources at the
disposal of the researcher.

Data collection technique:-

Other than collecting data from secondary sources the data was collected from
self-administered questionnaire which was a suitable option to collect primary
data.

Development of tool:-
Keeping in mind the objectives and need of the study a questionnaire was
prepared which focused on two parts, part I focused on collecting the personal
information of the respondent and the second part focused on the questions
related to the the customers preferences, Knowledge about various aspects of
their user experience with Amazon, their choice of products, and many such.
The questionnaire was distributed to 4 age groups 16-20 [Teens] , 21-35 , 36-
50 , 50 and above engaged in online shopping.

Description of the questionnaire: - The questionnaire was prepared in two

parts
Part I contained the questions related to the personal details of the respondent.
Part II contained the questions related to the services of the Amazon regarding
its delivery and
the customers preferences.

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As evident form this chart, you may notice the awareness and Popularity of
Online shopping amongst various age group over the years.
26% from the 16- 20 age group prefer online shopping,
24% from the 21- 35 age group,
36% from the 36- 50 age group,
And last 14% from 50 and above, this section has grown significantly over the
Pandemic and many years.

Procedure of data collection:-

To collect the data a self administered questionnaire was prepared and the link
of the same was distributed among various respondents with a request to fill
the form. They were briefed about the ongoing study and need of the survey. It
is the most extensively used method of data collection as it is economic and
requires less time. Before distributing the forms a pilot study was undertaken
to observe the weakness of the forms and after removing the weakness the
form was distributed to the respondents and such pilot study was done to
ensure that the data collection is effective and relative to the study.

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Analysis and Interpretation

The very first question asked was “which website do you prefer to buy products
from?” Out of 100 respondents 78% said they prefer Amazon over any other E-
commerce sites, This shows the domination that Amazon holds in Indian
Markets. But the 22% respondents preferring the other sites are Amazon’s
opportunity. Amazon can use this and try to convert tthis gap’s preferences in
its favour.

The next question asked to the respondents was why they would prefer
Amazon and this question was given as multiple choice questions, to which
48% respondents said that they prefer Amazon because of its faster and better
delivery which clearly indicates the efficiency of Amazon in their delivery
services and logistics management, highest was the range of products which
states that Amazon is constantly working and bringing products ranging from
smallest to huge in size, and an extremely wide variety.

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The affordable pricing clearly draws numerous customers to Amazon, creating
a wide opportunity.

How often did you shop in the past 15 months?

100 responses

1-3 times
4-6 times
7- 9 times
9 and above

The next question asked was how often did respondents shop in the past 15
months of the Pandemic.To which 50% replied 1-3 times a month,
29% responded 4-6 times a month, 12% responded 7-9 times a month, and the
last 9% responded 9 and above. Which clearly gives us an idea about how
people preferred Amazon or any other E-commerce to purchase products in the
Course of Pandemic when things were arduos and risky to find and purchase.

The followed question was “did you prefer online shopping before The
Pandemic” to which 88% responded yes, this is a huge change that we have
seen in the changing buying behaviour of the consumers. While the latter 12%
responded a No, this could be read as a success to the whole E-commerce
industry, as the Pandemic brought in newer inclinations towards e-commerce.

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The next question was “what are the reasons to shop Online” which was
checkbox to ensure people can give multiple resons to shop online, to which the
response clears 70% of the queries to why the 12% inclined to shop online and
the rest 88% sticked to various E-commerce for shopping the needful.

It says the 27% prefer online shopping due to the better pricing offered.
38% preferred E-commerce due to the ease it provides to the consumer.
21% inclined towards E-commerce due to the Lockdown restrictions and
safety.
30% are attracted to the offers that they receive while shopping online,
Which brings us to conclude these are the points that customer looks for when
they go online to shop.

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The question that followed asked “what category of products did you buy?”
To which the responses clears us the category that people wanted to be
delivered at their door steps.
To which 36% said groceries’
41% responded aapliances,
54% responded Personal health and care products,
58% said clothes which was huge,
And 37% said other.

The question that followed Enquire “ how was the consumer’s overall
experience with the website?”
To which majority that was 66% out of the sample size responded good and
17% responded very good , This leaves Amazon with a scope for improvements
in some forms.

On being asked “would they continue to shop online after Pandemic?”

84% responded Yes , which is a huge success in this decade and the growth of
E-commerce.

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14% responded Maybe which leaves scope for the website for improvisation,
And the rest 2% still believes in the brick and mortar commerce.

Another question asked to the respondents was to rate the delivery agents of
Amazon, because it also depends on the agents to make sure that the shopping
experience of customers is satisfactory. In the response to the question 21%
respondents said that the agents are excellent and 65% respondents said that
the agents are good whereas only 14% said that the agents are average. No
negative response states that the agents of Amazon delivery services are good
enough and they don’t pose any question on unsatisfactory experience of
customers.

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11. Conclusion
The purpose of the thesis is to “Consumer Behaviour to E-Commerce during
Pandemic - Case Study on Amazon” to fulfill our purpose we used 3 aims to
achieve the purpose better. They are:

(i) To know the most preferred E-commerce website for shopping during
pandemic
(ii) To analyze and understand the change in consumer behaviour in
Pandemic
(iii) To understand the reasons behind the change
(iv) To understand the category of products consumer preferred to be
delivered at door step

Amazon India has started to get attention of this coordination, and also it has
been well popularized. During this study it is evidently clear that Amazon is
very popular in India compared to other E-commerce websites due to
numerous reasons amongst various age groups.

There has been a good change in the behaviour of people, and inclination can be
seen due to the lack of resources that was available in the Pandemic.Apart from
this better pricing, Ease of buying, and offers were also a component in driving
people towards itself.

When asked about the various category of products people preferred to buy in
the times of pandemic or to be delivered at their doorstep,
Clothes were the most voted ones, followed by personal and healthcare,
appliances, groceries and others.This shows about the trust Amazon has of its
customers.

The needs of this Study was to know:-

(i) To know the revenue growth of Amazon in FY20

(ii) Which age group adapted to this inclination to E-Commerce more
(iii) To know the response towards Amazon’s services during Pandemic

(i) To know the revenue Amazon generated in FY2020 –

The below diagram gives a better idea about hoe Amazon generates its Revenue.

Page | 44
Net sales increased 38% to $386.1 billion, compared with $280.5 billion in
2019. Excluding the $1.4 billion favorable impact from year-over-year changes
in foreign exchange rates throughout the year, net sales increased 37%
compared with 2019.
Annual net revenue of Amazon from 2006 to 2020, by segment

(ii) Which age group adapted to this inclination to E-Commerce more –

From the questionnaire created the conclusion driven was that the age group 36 to
50 and above has adapted to the online shopping in these times of Pandemic.

(iii) To know the response towards Amazon’s services during Pandemic.

A positive response to Amazon’s E-commerece service can be seen from
observation gathered by the sample data. Which helps us conclude the fact that
Amazon has infact seen a growth in these times of Covid19 Pandemic.

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12. Suggestions

 Out of 100 respondents 78% respondents said that they will prefer
Amazon over any other company, this shows that the company has great
hold in the market but there are 22% respondents who prefer
competitors also. To convert these respondents into own customers
Amazon should find out the shortcomings and reasons that why
respondents prefer other sites.

 When asked about the reason of preference,48% respondents said that

they prefer Amazon because of its faster & better delivery services.53%
responded because of the affordable prices and another 53% Range of
products But in online shopping one of the main aspects of shopping is
faster delivery and to cover this gap it is suggested that Amazon should
provide even better services to the customers at the time of heavy orders
or festive seasons.

 When asked whether they preferred online shopping before Pandemic

12% said that they didn’t shop online much, but when asked if they would
prefer online shopping after the Pandemic 14% were unsure about this.
Amazon can look into this fact, My assumption can be the bad experience
to which Amazon has begun its step to remove false reviews so that only
the authentic reviews can help customer decide better, the other lag
might be the difficulty in operating the app for the older age group.

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13. Bibliography

 https://ir.aboutamazon.com/quarterly-results/default.aspx

 https://blog.aboutamazon.in/amazons-actions-to-help-customers-
communities-and-employees-affected-by-covid-19

 Mc Kinsey and co. Article on covid19 consumer behaviour.

 https://en.wikipedia.org/wiki/Amazon_(company)

 www.aboutamazon.com

 https://blog.aboutamazon.in/

 https://en.wikipedia.org/wiki/History_of_Amazon

 https://hbr.org/2021/05/how-e-commerce-fits-into-retails-post-
pandemic-future

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14. Annexure

Survey Questions: - The following set of questions was given to respondents for
the purpose of study designed in Google Forms
1) Name - _______________________

2) Age group – (choose any one)

o 16 – 20 age
o 21 – 35 age
o 36 – 50 age
o 50 and above
3) Which website do you buy products from ? (choose any one)
o Amazon
o Flipkart
o Snapdeal
o Bigbasket

4) What do you like about the website? (Can choose multiple answers)
o Speed of delivery
o Customer services
o Affordable prices
o Range of products
5)How often did you shop in the past 15 months? (Choose any one)
o 1-3 times
o 4-6 times
o 7-9 times
o 9 and above

6) Did you prefer online shopping before Pandemic?(choose any one)

o Yes

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 o No

7) Reasons to shop online?(can choose multiple answers)

o Better Pricing
o Ease of Buying
o Better offers
o Lockdown
o All of the above

8) What category of Products did you buy? (can choose multiple answers)
o Groceries
o Appliance
o Personal and healthcare
o Clothes
o Others

9) How was your overall experience with website services?

o Very poor
o Poor
o Average
o Good
o Very good

10) Would you continue to use online shopping after The Pandemic?
o Yes
o No
o Maybe

________________

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