A Project Report

On
CONSUMER PERCEPTION OF
M- COMMERCE
Submitted in partial fulfilment of the requirement for
the award of degree of BBA
BY
NISHTHA NARANG
121018170
BBA VI SEMESTER (2018-21)
UNDER THE SUPERVISION OF DR. RICHA DABAS

State Highway-22, Bahadurgarh-Jhajjar

Road, Jhajjar, Haryana-124507 Phone:
01276-699700, 01-15

Website: www.jagannathuniversityncr.ac.in
TABLE OF CONTENTS
• Certificate from faculty guide
• Student’s declaration
• Acknowledgement
• Executive summary
• CHAPTER – 1 Introduction
1) Overview of the industry
2) Overview of the company

• CHAPTER – 2 Literature Review

• CHAPTER – 3 Research Methodology

1) Title of the project
2) Objectives
3) Research design(Types of research)
4) Data collection
5) Limitations

• CHAPTER – 4 Data Analysis

• CHAPTER – 5 Findings and conclusions

• CHAPTER – 6 Suggestions

• Annexure’s
1) References
2) Tables in the project
3) Questionnaire
Certificate by Faculty Guide
On the basis of declaration submitted by NISHTHA NARANG , student of BBA, I hereby certify
that the project titled “CONSUMER PERCEPTION OF M- COMMERCE ” which is submitted to
the Faculty of Management, Jagannath University, Bahadurgarh, Haryana, in partial fulfilment
of the requirement for the award of the degree of BBA, is an original contribution with existing
knowledge and faithful record of research carried out by him/her under my guidance and
supervision.To the best of my knowledge this work has not been submitted in part or full for
any Degree or Diploma to this University or elsewhere.
Place & Date-

Signature and name-

Signature of Head of the of the Supervisor Department

Student’s Declaration
I NISHTHA NARANG, hereby declare that the project titled CONSUMER PERCEPTION OF M-
COMMERCE , which is submitted by me to Faculty of Management and Commerce,
Jagannath University, Bahadurgarh, Haryana, in partial fulfilment of the requirement for
the award of Degree of BBA, is my original work and has never been submitted elsewhere.

NISHTHA NARANG

Place and Date – NEW DELHI

ACKNOWLEDGEMENT
I express my deepest thanks to my faculty guide for taking part in useful decision & giving
necessary advices and guidance and arranged all facilities to make this research project
easier. I choose this moment to acknowledge his contribution gratefully.
Bearing in mind previous I am using this opportunity to express my deepest gratitude and
special thanks to my faculty guide DR.RICHA DABAS who in spite of being extraordinarily busy
with her duties, took time out to hear, guide and keep me on the correct path and allowing
me to carry out my project at their esteemed organisation and extending during the training.
I perceive as this opportunity as a big milestone in my career development. I will strive to
use gained skills and knowledge in the best possible way, and I will continue to work on their
improvement, in order to attain desired career objectives.

Nishtha Narang

IBRM(2018-2021)

121018170
EXECUTIVE SUMMARY

The m-commerce revolution has already begun. It will really accelerate when the m-portals
‚ whether provided by mobile operators, financial institutions, or value-added service
providers ‚ focus on permission, specification, and personalisation and offer extended mobility
and use abilities for the user. M-portals become really useful when the user can transact from
anywhere in a mobile network area and the user, device, and geographic location can be
identified.
Leading m-commerce actors offering such services can be found in Scandinavia and Asian
nations (Japan, South Korea). In these places as well as in other nations, older players such as
FSPs, mobile device makers , WSPs, and banks have a chance to grab leadership in the
emergent, new m-commerce sectors.
It is important to understand that m-commerce users are time conscious and wish to be
served anywhere within the mobile network coverage area. Personalisation is based upon
user-centric databases that evolve from daily communications and linking of multiple
databases. Starting with the user's revealed preferences, personalisation tailors services and
content by constantly inferring roles and preferences (according to the context in which
services are demanded) and by taking into account characteristics of the geographic location.
Personalisation relies on learning and intelligence based on collaborative filtering and profiling
applied to multiple databases.
The scope and nature of permission are often unspecific and location based. The depth of
permission, on the other hand, relies on an extensive range of transactions and payments that
are explicitly or tacitly permitted by the user.

A big challenge for all is the need for supplying geo-coded information so that specification of
the m-portal services can be appropriate to the location-role of the user. Another and even
bigger challenge is to integrate multiple and often competing technologies. The early
experiences of m-commerce pioneers worldwide need to be watched closely to figure out the
combinations of technologies, partnerships, and business models that work well.
 Chapter – 1 Introduction

E-commerce means using the Internet and the web for business transactions and/or
commercial transactions, which typically involve the exchange of value (e.g., money) across
organisational or individual boundaries in return for products and services. Here we focus on
digitally enabled commercial transactions among organisations and individuals.

E-business applications turn into e-commerce precisely, when an exchange of value occurs.
Digitally enabled transactions include all transactions mediated by digital technology and
platform; that is, transactions that occur over the Internet and the web.

The term electronic commerce or e-commerce refers to any sort of business transaction that
involves the transfer of information through the internet. By definition it covers a variety of
business activities which use internet as a platform for either information exchange or
monetary transaction or both at times.
For example, the numbers of consumer brand retail sites like Amazon(dot)com and
Flipkart.com which normally provides information about products and also allows monetary
transactions to happen over the internet.
On the contrary there are the auctions sites like Quickr.com and Ebay.com where the
information about certain listed products and services are provided but the monetary
transactions normally happen physically.
Apart from these two categories of e-commerce sites, there are some sites which enable
businesses to exchange trading goods and also service between two or more companies. All of
these forms of internet based business platforms are known as e-commerce.

Over the last decade the advent of e-commerce has actually transformed the manner in which
people used internet. People now are not only just using internet for gathering information,
leisure or socialising online but also at the same time they are seeking measures to conduct
business.
Even popular social networking sites like Facebook(dot)com are allowing people to promote
and sell products and services online and the introduction of computer and mobile based e-
commerce application software like Shopify provides evidence of how e-commerce have
boomed over the past 5 years.

The study of following factors show the need for E-Commerce in modern
business era:
1. Wider Audience- The internet provides businesses, access to millions and millions of
people. A 2010 survey by Internet World Stats showed there are 266,244,500 internetusers in
North America. On the World Wide Web, companies move beyond geographic limits to reach
wider audience.
2. Cost Efficiency- At the beginning of the internet age in the 1990s, creating websites was a
costly undertaking. As the years passed, building websites became less and less expensive. In
fact, small businesses can now build their own sites.
3. Faster Information- The information superhighway permits speedy exchange of data across
the world, which also means new information, is available faster.
4. Enhanced Service- Development of E-Commerce equipped domestic providers to offer more
services to clients.

Following are the major business application areas where E-Commerce is

used widely:
1. Sale, Purchase of Goods:
By using E-Commerce, consumers can buy the various products and services from the different
manufacturers. Industries can purchase raw materials, components etc. using E- Commerce.
Sellers can sell their products by using E-commerce.
2. Real Estate Market:
Online real estate services are provided by websites that show listing of houses, shops and
flats put up for sale and rent. Online real estate sites play supporting role for property dealers.
Now builders can use virtual reality technology on their website to demonstrate three
dimensional floor plans to buyers. This helps real estate companies to attract buyers. So
transactions normally can be initiated online but materialise offline in a face to face contact of
parties. Many websites are providing online real estate services.
3. Online Banking:
Online Banking is also known as electronic banking, Net banking, virtual banking and internet
banking online banking is defined as automated delivery of new and traditional banking
products and services through electronic and interactive communication channels. Customers
can access online banking services by using electronic devices like personal computer, laptop,
palmtop, ATM, kiosks etc.
4. Delivery of Goods:
E-Commerce allows the delivery of products. For example, the computer software is directly
downloaded by the software manufacturer on computer of the customer.
5. Import and Export:
Electronic payments are playing a great role in import and export business. The internet has
simplified the import and export business. By using E-commerce importers can make enquiries
about the products, their manufacturers, price, quality, other terms and conditions etc.
Exporters can also make enquiries about suitable customers. Payments can be made by
electronic modes including digital means like internet payment or internet money transfer.
6. Supply Chain Management:
A supply chain is a set of relationships between a number of companies who have a symbiotic
relationship with each other in that one company supplies commodities or services to other
companies which, in turn, supply commodities or services to other companies, and so on.
An important point about an application such as this one is that information should be kept
confidential as it flows across the internet.
7. E-Tailing:
E-tailing refers to retailing over the internet. Thus an e-tailer is a B2C business that executes a
transaction with the final consumer. E-tailers can be pure play businesses like
amazon(dot)com or businesses that have evolved from a legacy business, Tesco(dot)com. E-
tailing is a subset of e-commerce.

FIG-1.1

Overview of the M-commerce industry

M- commerce has transformed the way business is done in India. The Indian E-commerce
market is expected to grow to US$ 200 billion by 2026 from US$ 38.5 billion as of 2017. Much
of the growth for the industry has been triggered by an increase in internet and smartphone
penetration. As of August 2020, the number of internet connections in India significantly
increased to ~760 million, driven by the ‘Digital India’ programme. Out of the total internet
connections, ~61% connections were in urban areas, of which 97% connections were wireless.
Market Size
Propelled by rising smartphone penetration, launch of 4G network and increasing consumer
wealth, the Indian E-commerce market is expected to grow to US$ 200 billion by 2026 from
US$ 38.5 billion in 2017. Online retail sales in India is expected to grow 31% to touch US$
32.70 billion in 2018, led by Flipkart, Amazon India and Paytm Mall.
Smartphone shipments in India increased by~8% y-o-y to reach 50.0 million units in the first
quarter of 2020, driven by positive shipments of all smartphone vendors in the market.
Samsung led the Indian smartphone market with 24% shipping share, followed by Xiaomi at
23%.
Investments/ Developments
Some of the major developments in the Indian e-commerce sector are as follows:
•On October 23, 2020, Flipkart acquired a 7.8% stake in Aditya Birla Fashion and Retail, a
subsidiary of the Aditya Birla Group, for Rs. 1,500 crore (US$ 203.8 million).
•Flipkart partnered with PayTM for its annual Big Billion Days Sale event in October 2020,
offering customers the convenience of making payments directly through the latter's
application with the bonus of receiving PayTM cashbacks over and above Flipkart discounts.
•Infibeam Avenues signed a contract with Oman’s second-largest bank, the Bank of Muscat, to
process the bank’s online card transactions of various payment networks through its digital
payment solution—CCAvenue Payment Gateway Service in November 2020.
•In November 2020, Amazon India announced collaboration with Hindustan Petroleum
Corporation Limited. Under this partnership, customers will be able to book and pay for their
LPG cylinders until the delivery.
•In November 2020, Reliance Retail Ventures Ltd. (RRVL), a subsidiary of Reliance Industries
(RIL), acquired a minority stake of Urban Ladder Home Decor Solutions Pvt. Ltd. for Rs. 182.12
crore (US$ 24.67 million).
•In November 2020, Flipkart acquired Scapic, an Augmented Reality (AR) firm, to boost user
experience.
•In November 2020, Amazon India has opened 'Made in India' toy store, in line with the
government's ‘Atmanirbhar Bharat’ vision. The store will allow thousands of manufacturers
and vendors to sell toys driven by the Indian culture, folk tales and toys that promote creative
thinking and are locally crafted & manufactured.
•In October 2020, Amazon India collaborated with the Indian Railway Catering and Tourism
Corporation (IRCTC) to enable users to book and reserve train tickets on Amazon.
•In October 2020, Flipkart acquired a 140-acre land at Rs. 432 crore (US$ 58.87 million) to
establish their largest fulfilling centre in Asia, in Manesar, Gurgaon, in a bid to scale their
fulfilment infrastructure to cater to increased demand post COVID-19.
Government initiatives
Since 2014, the Government of India has announced various initiatives, namely Digital India,
Make in India, Start-up India, Skill India and Innovation Fund. The timely and effective
implementation of such programs will likely support growth of E-commerce in the country.
Some of the major initiatives taken by the Government to promote E-commerce in India are as
follows:
•The Consumer Protection (e-commerce) Rules 2020 notified by the Consumer Affairs Ministry
in July directed e-commerce companies to display the country of origin alongside the product
listings. In addition, the companies will also have to reveal parameters that go behind
determining product listings on their platforms.
•Government e-Marketplace (GeM) signed a Memorandum of Understanding (MoU) with
Union Bank of India to facilitate a cashless, paperless and transparent payment system for an
array of services in October 2019.
•Under the Digital India movement, Government launched various initiatives like Umang,
Start-up India Portal, Bharat Interface for Money (BHIM) etc. to boost digitisation.
•In October 2020, Minister of Commerce and Industry, Mr. Piyush Goyal invited start-ups to
register at public procurement portal, GeM, and offer goods and services to government
organisations and PSUs.
•In October 2020, amending the equalisation levy rules of 2016, the government mandated
foreign companies operating e-commerce platforms in India to have permanent account
numbers (PAN). It imposed a 2% tax in the FY21 budget on the sale of goods or delivery of
services through a non-resident e-commerce operator.
•In order to increase the participation of foreign players in E-commerce, Indian Government
hiked the limit of FDI in E-commerce marketplace model to up to 100% (in B2B models).
•Heavy investment made by the Government in rolling out fiber network for 5G will help
boost E-commerce in India.

FIG-1.2
Overview of the M-Commerce companies
Amazon Development Centre India Private Ltd
Amazon.com, Inc. often referred to as simply Amazon is American electronic commerce and
cloud computing company with headquarters in Seattle Washington. It is the largest Internet-
based retailer in the world by total sales and market capitalisation. It is one of the Top 10 E-
commerce companies in India. Amazon.com started as an online bookstore, later diversifying
to sell DVDs, Blu-rays CDs, video downloads/streaming, MP3 downloads/streaming, etc.
 FIG-1.3

Nykaa E-Retail Private Ltd

Nykaa was founded in the year 2012 by Falguni Nayar. She was formerly working as managing
director at Kotak Mahindra Capital Company. The company is headquartered in Mumbai,
Maharashtra. It is a Mumbai-based multi-brand beauty retailer that is selling cosmetics and
wellness products for women. The company is one of the Top 10 E-commerce companies in
India. With Fundoodata paid plans you can get access to more information about the company
like the number of employees, turnover, decision-makers details, and more.

FIG-1.4
Snap deal Private Ltd (Jasper Infotech)
Snapdeal is an online marketplace based in New Delhi, India. The company was started by
Kunal Bahl, a Wharton graduate as part of the dual degree M & T Engineering and Business
program at Penn, and Rohit Bansal, an alumnus of IIT Delhi in February 2010. The company is
one of the Top 10 E-commerce companies in India having a reach of approx 6,000 towns and
cities across the country. With Fundoodata paid plans you can get access to more information
about the company like the number of employees, turnover, decision-makers details, and
more. Click here to know more.
 FIG-1.5

MakeMyTrip Ltd
The Indian travel Company – MakeMyTrip is known for its strong online presence. The
company provides the entire gamut of travel services including flight, holiday packages,
tickets, hotel booking, etc. It provides travel packages to all tourist locations. It has launched
its travel apps. India’s top e-commerce company was founded in 2000 by Deep Kalra. The
company has also presented internationally through offices in Sydney and New York City. With
Fundoodata paid plans you can get access to more information about the company like the
number of employees, turnover, decision-makers details,

FIG-1.6

One97 Communications Ltd PAYTM

PAYTM is an Indian e-commerce website headquartered in Noida, India. It was launched in
2010 and is owned by One97 Communications. The firm started with offering mobile recharge,
adding bill payment, and e-commerce, with products similar to businesses such as Flipkart,
Amazon.com, Snapdeal. In 2015, it further added booking bus travel. PAYTM also launched
movie ticket booking by partnering with Cinépolis in the year 2016. It is one of the Top 10 E-
commerce companies in India.
 FIG-1.7

Some other M-Commerce companies are:-

FIG-1.8
Chapter – 2 Literature Review

Mobile devices have been the fastest adopted consumer products of all time with more
mobile phones shipped annually than automobiles and PCs combined.
However, just as is the case for e-commerce in the early years when its unique characteristics
were not well understood, m-commerce is in very early stages of development now and little
is known about factors that influence consumers’ attitudes and value perceptions about them.
While a growing body of literature has pointed out the main value-added elements of m-
commerce, the primary drivers for adopting and intending to adopt mobile services remain
unclear.
Current e-commerce providers, engaged through mobile devices, will find advantage in
developing unique m-commerce value propositions founded upon the specific dimensions of
“always on,” location- centric, convenience, customisation, and identifiability.These features,
which are not available to traditional e-commerce, are discussed below.
1 “Always on”: Because of its inherent design, a mobile phone can be “always on” and is
always portable. This permits its users to engage in activities such as meeting with people or
traveling while conducting transactions through their Internet-enabled mobile devices.
2 Location-centric: Not only does a mobile phone go everywhere, GPS may also be
constructed to recognise where the phone is and to personalise the available services
accordingly. Knowing the location of the Internet user creates a significant advantage for m-
commerce over wired e-commerce. Utilising this technology, m-commerce providers will be
able to better receive and send information relative to a specific location.
3 Convenience: People will no longer be constrained by time or place in accessing e-commerce
activities. Rather, m-commerce could be accessed in a manner that may eliminate some of the
labor of life’s activities. For example, consumers waiting in line or stuck in traffic will be able to
pursue favourite Internet based activities or handle daily transactions through m-commerce
applications. Consumers may recognise a special comfort that could translate into an
improved quality of life. By making services more convenient the customer may actually
become more loyal. Consequently, communication facilities within m-commerce are key
applications for the delivery of convenience.
4 Customisation: Mobile phones have a much higher penetration than PCs, so m-commerce
producers can be more creative and customisable in designing segmented, lifestyle tools. For
instance, using demographic information collected by wireless service providers and
information on the current location of mobile users, more targeted advertising can be done.

E-Commerce has certain key features which are explained as follows:

1. E-Commerce is Technology-Enabled:
Traditional commerce is taking place since times immemorial but E-commerce is result of
integration of digital technology with business processes and commercial transactions. The
technological foundations of E-commerce are internet, WWW and various protocols.

2. Technology Mediated:
In E-commerce buyers and sellers meet in cyber space rather than physical place. Hence E-
commerce does not involve face to face contact.

3. Universality:
Buying and selling take place through websites in E-Commerce. The websites can be accessed
from anywhere around the globe at any time therefore it possess the feature of universality.
4. Intercommunication:
E-commerce technology ensures two way communications between buyer and seller. On one
hand by using E- commerce firms can communicate with customers through E-commerce
enabled websites. On the other end, customers can also fill order forms, feedback forms and
can communicate with business operating firms.

5. Delivery of Information:
E-commerce serves as the best channel of communication. E-commerce technologies ensure
speedy delivery of information at very low cost and considerably increase information density
as well.

6. Electronic Completion of Business Processes:

By using E- commerce we can perform business transactions like accounting and inventory
through computers at global level.

7. Virtual Communities:
Virtual Communities are online communities created by means such as chat rooms and
specifically designed sites like, where people can interact with each other having common
interest using the internet.

8. Inter-Disciplinary in Nature:
Implementation of E-Commerce needs a lot of knowledge of managerial, technological, social
and legal issues. Besides this, understanding of consumer behaviour, marketing tools and
financial aspects is as crucial as designing interactive E- Commerce websites.

Chapter – 3 Research Methodology

CONSUMER PERCEPTION ON M-COMMERCE

Mobile commerce has enormous potential as a new technology even though it is still in its
infancy in India. With the arrival of 3G and 4G, the speed of internet connectivity on mobile
phones has increased many fold and this has definitely made an impact on the growth of m-
commerce transactions in India. In order to realise the maximum potential, it is very important
for marketers to find out as to why people buy, what their aspirations are and perceptions
about the various mobile commerce activities. It is expected from them that they should
understand consumers’ worries, fears and phobias and make an effort to provide them with
the best possible services. Despite the technological innovations, there are still slow network
connections and lack of Internet connectivity plaguing many parts of the country. This is by far
the biggest hurdle in the growth of m-commerce. Lack of information about mobile
commerce, loss of privacy, information security and the threat of government regulation has
also played an important role in limiting the growth of mobile commerce in India.

Consumer expectations and perceptions about mobile commerce also play a very important
role. They are generally formed by their past experience with various mobile applications. It
depends to a large extent on the ease with which consumers are able to find information
about the product by searching or browsing on their mobile. Price, product specifications and
available information has to be competitive and correct. Speedy and timely delivery of the
products is a must to ensure a satisfied consumer. Privacy and security of the personal
information provided plays a very important role. Above all a satisfactory return policy
enabling straightforward return or replacement becomes equally significant in forming
consumers’ perceptions in mobile commerce.

One of the difficult tasks for m-commerce is to ensure consumers’ trust by making them feel
comfortable with wireless transactions. People are not comfortable entering their personal
information into their mobile phones, fearing loss or theft of their devices or exposing their
credit card information to public wireless networks. Thus, it is important to ensure that m-
payments are safe and secure. The cash on delivery option is generally included in mobile
commerce to give safety and security option to the consumers.

This paper first examines the value proposition of mobility. It then investigates m-commerce
operation modes and potential consumer-based applications. A consumer perception survey
was conducted to reveal the attributes that are perceived as important by consumers for
making m-commerce choices. Results provide company executives with useful insights into m-
commerce applications and their commercial potentials.
Objectives of the Project
 To study the perception of customers towords business websites.
 To study the consumer awareness to words business websites.
 To find out the satisfaction level of respondents regarding services offered by these
websites.
 Examine the factors influencing the customers to using features using business
websites.
 To collect information about why certain segments of internet users to reject these
websites.
 To find out which feature is more preferred by the customers regarding business
websites.
 To find out features advantages disadvantages of M commerce.
 This project also covers the areas in which the e-commerce websites are used widely.
 This also covers major business application areas where E-Commerce is used widely.
Research design
Research designs specifies the methods and procedures for conducting a particular study a
research design is the arrangement of conditions for collections and analysis of data in a
manner that aims to combine relevance to their research purpose with economy in
procedure.

Research design is broadly classified into 3 types as:

1. Exploratory research design

2. Descriptive research design
3. Casual research design

• Exploratory research design- Exploratory research design is conducted for a research

problem when the researcher has no past data or only a few studies for reference.
Sometimes this research is informal and unstructured. It serves as a tool for initial
research that provides a hypothetical or theoretical idea of the research problem.
• Descriptive research design – Descriptive research studies are those studies which are
concerned with the described characteristics of particular individual in descriptive as well
as in diagnostic studies, the researcher must be able to define clearly, what he wants to
measure and must find adequate methods for measuring it along with a clear cut definition
of population he want to study. Since the aim is to obtain complete and accurate
information in the said studies, the procedure to be used must be carefully planned. The
research design must make enough provision for protection against bias and must
maximize reliability, with due concern for the economical completion of the research
study.
• Casual research design- Causal studies focus on an analysis of a situation or a specific
problem to explain the patterns of relationships between variables. Experiments are the
most popular primary data collection methods in studies with causal research design.

HERE DESCRIPTIVE RESEARCH DESIGN IS USED

Sample design
A sample design is a definite plan for obtaining a sample from a given population. It refers
to the technique to the procedure adopted in selecting items for sampling designs are as
below:

Sample size

The sample size has been 50 people. Conclusion had been arrived using the response of
the questionnaire.

Sampling method

In this research project I am using random sampling method is used.

Sample type

Area sampling , and the area of sampling is New Delhi.

Data Collection Techniques

Data collection technique that we have used in this survey.
 Questionnaire
 Observation

1.Primary Data :- it means data that is collected by different techniques like questionnaire ,
depth interview, survey, schedule etc. in this project primary data has been collected by the
means of questionnaire.

2.Secondary Data :- it means data that is already available i.e : they refer to the data which
has already been collected and analysed by someone else usually publishes data are
available in: various publications of the central, state /local, governments or foreign
governments, technical and trade journals etc. the secondary data in this project has been
collected through the records of the company, and through the internet.

Limitations of M- COMMERCE
 Absence of services in rural areas
 Fraud risks and security concerns
 Connectivity issue
 The habit of people
 Limitations of Smart Phones
 Chapter – 4 Analysis
Data Analysis and Interpretation

Table 4.1 Showing the frequency of respondents who love using M-

Commerce ?
Options No.of respondents Percentage
Yes 42 84%
No 8 16%
Total 50 100%

Fig- 4.1

Interpretation:-
It is observed from the chart that 84% of the respondents use these websites, whereas only
16% of them do do not use these websites.
Table 4.2 Showing the Frequency of respondents who received services
from these websites?
Options No of respondents Percentage
Selling/Purchasing of 11 22%
property
Holiday packages 10 20%
Renting/PG accommodations 4 8%
Buying/selling of goods 20 40%
Any other 5 10%
Total 50 100%

Fig-4.2

Interpretation:-
It can be observed that most of the respondents taking service of buying/selling of second
hand goods from these websites, while 22% taking services of selling buying of property
20% received a holiday package services, 10% taking any other services and least of them
taking renting /accommodation services from these websites.
Table 4.3- What is the purpose of using these websites?
Options No. Of Respondents Percentage
Getting information 26 52%
Business transactions 24 48%
Total 50 100%

Fig-4.3

Interpretation:-
It is analysed that 52% of the respondents using these websites for gathering information
whereas 48% of them used these website for business websites for the features and
technical specifications of the products.
Table 4.4 Showing the method of payment used by respondents
Options No. Of respondents Percentage
Credit/Debit card 19 38%
Net banking 3 6%
Bank transfer 2 4%
Cash on delivery 26 52%
Total 50 100%

Fig-4.4

Interpretation:-

From the chart it can be analysed that 52% respondents preferring cash on delivery is the
most preferred mode of payment 138% of them prefer credit card or debit cards 6% prefer
net banking mode of payment them prefer bank transfer.
Table 4.5 Experience with business
Options No.of respondents Percentage
Excellent 15 30%
Good 17 34%
Neutral 12 24%
Very Bad 06 12%
Total 50 100%

Fig-4.5

Interpretation:-
From the chart it can be analysed that 34% of the respondents having good experience with
these websites, whereas 30% excellent experience, 24% and neutral experience and rest of
them 20% having very bad experience with this business websites.
Table 4.6 Reasons behind the less usage of these sites.
Options No. Of respondents Percentage
Technology 16 32%
Lack of knowledge 25 50%
Traditional outlook 8 16%
Any other 1 2%
Total 50 100%

Fig-4.6

Interpretation:-

Dev of Sir defeats that lack of knowledge and technology and the sources of the site, where
a 16% of them go with traditional out with reasons and remaining 2% of the respondents to
any other resources like education background etc.
 Chapter -5 Findings and Conclusion
 Findings
1. Most common businesses sites among people is olx.com which is highly used by
respondents to sale and purchase of their products.
2. Internet is the main source of information about these business sites which is highly
recommended by respondents.
3. Majority of the respondents use these websites whereas only few of them do not use
any business websites.
4. PAYTM and Amazon are also the most popular sites among the respondents next group
of respondents preferred to use the quicker.com and last group of responded used any
other business sites to sales and purchase of products.
5. Most of them use these websites for collecting information about price features and
technical specifications of the product.
6. Most of the respondents taking service of buying selling of second hand goods from
these.
7. Price is the most important factor which motivates the respondents to purchase
products from business website followed by convenience, save times, superior selection,
availability of any other.
8. Maximum number of respondents uses PC and laptop for using business sites.
9. Awareness of business site is the most importance which influence the respondents to
use their sites.
10.More advancement of technology is given more security to the customer that is they
feel more secure in online transaction.
11.Majority of respondents continue to purchase products from the business website in the
future.
Conclusion

As M-commerce applications and wireless devices are evolving rapidly, one will take
forward the other one towards empowering innovation, versatility and power in them.
Once and commerce issues and challenges have been incorporated into policies of a
company, more benefits could be expected. Therefore, in the future, research needs to
focus on two aspects the influences that determine the success of M commerce and the
benefits themselves.
The core of M commerce is the use of terminal bracket telephone, PDA, PC device and
public mobile network to access information and conduct transactions that result in the
transfer of valValue in exchange of information services of goods. Mobile commerce refers
to any transaction with monitory value that is conducted by a mobile communications
network.

M-commerce technology is so advanced that not only does change the way we do business
but it is also changing the way the government agencies do business with the public as well
as other agencies. Especially after 9/11 when all line of communication were was
interrupted. Government are setting up new frequency standards to stay in touch with
emergency services.

From the survey it can be concluded that millions of customer use business sites the use of
business sites has truly exceeded its original purpose of buying and selling of product to
consumer end. The study reveals that how consumers feel about using business sites and
how it affects. The study use perception survey questionnaire which we administrated to
respondents who were enrolled in this course. The customer rated the statement using a
ranking scale and the data collected were analysed using descriptive statistics. And we also
used a Google form and circulated it through email and WhatsApp to gather more
information about the consumer Perception.

To understand consumer perception we have to understand what is the general perception

to people is when they want to purchase something online. Since perception is a subjective
matter, we need to deduce that what are the risk factors, what people look for when
classifying products what are the uncertainties and how uncertainties can influence
decisions when it comes to trust. The bigger challenge is that when people cannot view or
feel the products that they want to purchase they are in the bigger dilemma when they
want to transact. They may be awestruck by a certain product but the decision to purchase
will solely rely on other factors such as reputation of a web retailer, the perceived risk
involved in transactions, their own previous encounters with buying something online, the
frequency of their purchases etc.
 Chapter -6 Suggestions
Several suggestions for business sites provided by the customers.
 First new ideas and services should be introduced to business websites, and low prices
welcomed. The further other companies it is never too late to innovate and bring fresh
air to the market. Also since it is not mature rate, this market is very sensitive to price.
Considering the success of all business sites free listing strategy, low price will be and
entering strategy for new business, and can also provide opportunity for companies to
be in over customers.
 Company should be patient with market growth, and contribute to nurture customer
experiences in the young market.
 CRM should be implemented to increase customers awareness and loyalty. Learning
from business sites experiences customer customer service strategies are very effective
for companies to attract customers and succeed in online market.
 Social network and emotional strategy is necessary to enhance customer loyalty.
 In order to build loyalty among customers, community involvement is significant this
involvement can increase trust and social relationship among customers, as a result let
them have greater intent to make purchases.
 ANNEXURE

REFERENCES
www.economicsdiscussion.net
Www.investopedia.com
Www.bigcommerce.com
Www.thebiginvestors.com
Www.analyticssteps.com
Books.google.co.in
M- commerce online book (NORMAN SADEH)
Mobile commerce book(PAUL MAY)

Tables in the project

Table-4.1 Showing the frequency of how many people loved
using M commerce
Table-4.2 Showing the frequency of people who receive
services from these websites
Table-4.3 What is the purpose of using these websites
Table-4.4 Showing the method of payment used by
respondents
Table-4.5 Experience with Business
Table-4.6 Reasons behind the less usage of these sites
 Questionnaire
• Customer profile
1. Name
2. Occupation
3. Age
4. Contact number
5. Email (optional)

• Do you love using M- Commerce ?

1. Yes
2. No

• What types of services do you use the most from these websites?
1. Holiday packages
2. Selling and purchasing property
3. Buying/ selling of goods
4. Renting / PG accommodations
5. Any other

• Are you satisfied by this experience with business ?

1. Excellent
2. Good
3. Neutral
4. Very bad

• What is your purpose of using these sides?

1. Gathering information
2. Business transactions

• Your most preferred method of payment ?

1. Credit/Debit card
2. Net banking
3. Bank transfer
4. Cash on delivery

 Reasons behind less usage of these sites ?

1. Technology
2. Lack of knowledge
3. Traditional outlook
4. Any other