A Study about Online Shopping and Consumer Behaviour

Author: Dikshita Shah (MMS Batch 2021-23, JDBIMS)


The World Wide Web has propelled in no small extent of changes in the attitude and behaviour of people all over the world. Due to this blessing, online shopping has emerged which influenced the lives of ordinary citizens. Both male and female both have the same type of behaviour towards liking and disliking factors; they like home delivery facility and dislike inability to touch and feel the product most. They acquire online shopping information from websites especially from the social network and purchase apparels, accessories mostly through cash on delivery method of payment. The most of the consumers are concern about the security of the payment system, and their overall online shopping satisfaction is mixed.

Literature Review:

Moderators of Online Shopping

Davis, et al. (2021) studied that web based shopping is quickly expanding, the associations actually should concentrate on the predecessors of client conduct and its ramifications. The current review is pointed toward unwinding a portion of the precursors and likely arbitrators in the connections. Since the attention was on clients from India, the future scientists need to zero in on the buyer conduct in provincial populace. Presently with COVID-19 worldwide pandemic, internet shopping has been expanding at a quick speed and more investigations are expected to catch the buyer conduct during and post-worldwide pandemic. Notwithstanding trust and item factors, it is important to inspect the motivation purchasing of e-customers, changing systems of organizations to bait the clients in the present serious scene. The pandemic calls for integrating strength into key preparation by organizations to satisfy the changing needs of shoppers. They reason that concentrates on client conduct proceed and assist advertisers with changing their systems to fulfil the purchasers’ necessities and secure supported upper hand.

Multisensory Experience for Online Shopping

Platon, O. (2021) says that since the chance of invigorating buyers’ faculties is significantly reduced, online shopping is certainly not a tactile encounter. To pursue the best choices, purchasers utilize their faculties to acquire important data in the shopping system. In the internet based climate the tangible inadequacies decline the apparent worth of online contributions and often bring about item returns and disappointment with the buy insight. In any case, the COVID-19 pandemic has constrained organizations to re-evaluate their showcasing techniques. Since as of late there is raising revenue in online shopping, advertisers ought to foster creative activities that will assist with further developing buyers advanced tactile encounters. Advertisers should turn out to be more creative in their way to deal with associating with their interest group utilizing constant information and the most recent innovations. They ought to establish an internet based climate more associated with the faculties. New variations of tactile advertising methodologies in online conditions might be conceivable in view of multi sensory gadgets and advancements.

Use of Artificial Intelligence in Online Shopping

Nagy, S., et al. (2021) states that it was affirmed in the settled model that the key variables impacting consumer’ social expectation to utilize AI-controlled online shops and apps are trust, helpfulness, usability and perspectives. In any case, it doesn’t imply that ease of use of an online shop isn’t pivotal as seen usability in a roundabout way influences mentality and the social expectation. All things being equal, ease of use and impeccable activity of a man-made brainpower fuelled site are the requirements for market achievement. Additionally, AI should give online shoppers tailor-made contributions to snatch the best arrangements, for example items with the most elevated worth; and it is normal to abbreviate the item search time to upgrade shopping adequacy. Of course, the good mentality towards AI-fuelled web shops prompts more incessant web-based traffic in such electronic stores.

Impact of Online Shopping on Consumer’s Buying Behaviour

Bhagyasree, J. D., et al. (2021) found out that online shopping has become so well known these days because of the various advantages it gives. The different benefits of online shopping incorporate efficient, accommodation, office of cost correlation, lower costs, assortment of items and so forth. It can be very well presumed that customers frequently track down online shopping more advantageous than conventional shopping as time isn’t a boundary. Individuals can shop online whenever and anyplace. This include makes it remarkable from conventional shopping.

Consumer Satisfaction and Loyalty

Thabang, E. M. (2021) found out implications for e-marketers and online retailers. The main finding of their study confirms the influence of delivery on customer satisfaction, which in turn, influences the loyalty of online shoppers to a website. E-retailers get insights into the dynamics of the influence of various antecedents on customer satisfaction with website-related services. It is apparent that customer satisfaction can be increased by fast delivery times, including a range of delivery options that convince customers about a company’s speed. As expected, an online store must make precise deliveries at the correct times. Delivery had the highest impact on customer satisfaction in this study, suggesting that managers should ensure the delivery of the product in a good condition and within the stipulated time.

Online Shopping Motives during the COVID-19 Pandemic

Frommeyer, B., et al. (2020) stated that because of the COVID-19 Pandemic, existing ways of behaving and structures are being addressed. As emergencies can set off central financial and cultural changes, organizations need to figure out buyer conduct at this specific time. The patterns laid out during this emergency might stay stable into the future, causing genuine ramifications for physical stores because of a quick expansion in web based business. They accept that during the ongoing emergency, clients are investing more energy on the web, and we observe that libertine thought processes apply the most grounded impact on age Y and Z shoppers’ social aims to shop on the web. Moreover, they observe that outside regulating pressures impact people buy goals, while a nearby informal organization comprising of loved ones doesn’t. Their review recommends that organizations can instigate buying conduct by decisively tackling regulating impacts and that complex web-based stages and straightforward correspondence are critical during this emergency.

Effects of Online Shopping in Pandemic Time

Handayani, R., et al. (2021) said that online shopping has an effect on the consumptive behaviour of millennial consumers during the Covid-19 pandemic by 60%. Online shops must pay more attention to the conformity of products to the original, by providing clarity and correctness of information, so as not to form high expectations of its consumers. For the security of transactions, they can use Secure Socket Layers (SSL) and for privacy you can use the Public Key Infrastructure (PKI). Most consumers will behave consumptively only to support self-confidence, self-esteem, just to follow existing trends, and to create a sense of satisfaction in themselves so that the online shop influences the resulting consumer behaviour because often make purchases at the online shop. It does not rule out that the way to shop online will lead consumers to consumptive behaviour that tends to pay high costs to meet their needs.

Acceptance of Online Shopping

Tomar, R. S., et al. (2021) found out that perceived usefulness and perceived ease of use both dimensions have increased customer acceptance of online shopping. Perceived usefulness and ease of use of the online shopping has reduced post purchase dissonance of the customers. Also, these dimensions are very strong and playing significant role in reducing post purchase dissonance of the customers. It has been found that there is no difference in the post purchase dissonance of the customers across gender. While, there is a significant difference in the post purchase dissonance across age groups especially between youth of age group 17-20 years and 25 and above years.

Factors Affecting the Growth of E-Shopping

Nguyen, M. H., et al. (2021) studied that the obvious growth in the frequency of online shopping is seen with approximately 80% of respondents engaging in this e-activity more frequently. Among product types, more frequent online shopping for food and clothing was much more common than for books, medical products, and electronics. Gender, decrease in income, and shopping enjoyment are statistically significant predictors of shopping online more frequently. The effects of attitudinal factors and demographics vary across product groups. The occurrence of the COVID-19 pandemic motivates shopping online more frequently through the fear of disease and completely working from home. The impacts of COVID-19 on the frequency of shopping for books and electronics occur because of new demands from children for materials and devices to implement online learning and homeschooling.

Compulsive Buying Behaviour

Adamczyk, G. (2021) found out obtained data to draw some conclusions for consumer policy. The results show, especially among women, that high frequency of shopping online goes with susceptibility to compulsive buying under the condition of positive attitudes towards this kind of shopping. The positive correlation between online shopping and susceptibility to compulsive buying, increase of the e-commerce market as a result of lockdowns limiting stationary retail, and consequences of the COVID-19 pandemic, the latter at the same time being primary factors of compulsive buying such as weakened self-esteem arising from social isolation, allow anticipating a considerable growth of online compulsive buying in the future. It seems to be necessary to launch educational programmes about reasons and negative consequences of compulsive buying especially dedicated to younger consumers who are subjected to the addiction to a greater extent than older ones. The e-commerce enterprises, first of all the big brands, could play a special role in this area.


There’s been a rapid evolution in online consumer behaviour. This evolution is the by-product of drastic changes in ecommerce as a result of the COVID-19 pandemic. Launching ecommerce in the future far beyond any reasonable or predictable expectations, COVID-19 triggered a new age of retail. This new age of retail is marked by the transition of the customer buying experience from brick-and-mortar shopping to online shopping. And it occurred much more quickly and on a much larger scale than ever anticipated. To be successful, ecommerce companies need to understand new trends in consumer shopping behaviour stimulated by the pandemic. What drives customers is different than it was. Thinking through the entire end-to-end ecommerce shopping experience, what are consumers expecting now? Moreover, what can retailers do to meet new expectations brought on by this rapid and drastic shift in ecommerce? Before examining new trends in ecommerce and how to meet consumer demand, it’s important to understand online consumer behaviour.


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