Documente Academic
Documente Profesional
Documente Cultură
c
Æ Æ Æc
c
c c
c
cc
c cc
c c c c c c c c c ! c
c c c c c c c c c
!c
c c c c c c c c c c c
c c
c !c
Ê
c c c c c c c c c c
c
c
c
c
A successful research involves stages where people are involved in converting a
research plan into a pragmatic report.
Hereby, we take this opportunity to express our deep gratitude to all those who
have contributed to the successful completion of this research project ³study of
online buying behavior among youth.´ Each contribution has been priceless as it
has enabled to us learn and made us to get an insight on the research problem.
We are sincerely great full to all our professors and our Director, who made us
worthy of being able to pursue such a challenging to successful completion.
Thanking You
Nimish Narayan
PankajKumarsoni
PawanKumar
Pradeepsangwan
Rahul Kumar
Raj kewlani
c
c
Ê
c
Æc
c
c
Executive Theory 4-5
6-10
Theoretical Foundation 6-7
Online Shopping In India 8
Rising Connectivity 8
Few Factors That Boost Online Shopping 8-9
Objective 10
Scope Of The Result 11
Literature Review 12-22
Hypothesis 23
24-31
Research Strategy 24
Descriptive Research Method 24
Sample Design 25
Secondary Research 26
Primary Research 27
Sample Questionnaire 29
Data Analysis 32-38
Findings of the research 39-40
Conclusion 41-42
Bibliography 43
c
c
c
Ê
c
c
c
c
This project is a part of study, and focuses on factors which online Indian
buyers keep in mind while shopping online. This research found that
information, perceived usefulness, ease of use; perceived enjoyment and
security/privacy are the five dominant factors which influence consumer
perceptions of Online purchasing.
Consumer behavior is said to be an applied discipline as some decisions are
significantly affected by their behavior or expected actions. The two
perspectives that seek application of its knowledge are micro and societal
perspectives.
The online purchasing behavior of online shoppers and factor influencing online
shopping behavior and its future perspective. Internet is changing the way
consumers shop and buy goods and services, and has rapi dly evolved into a
global phenomenon. Many companies have started using the Internet with the
aim of cutting marketing costs, thereby reducing the price of their products and
services in order to stay ahead in highly competitive markets.
Companies also use the Internet to convey, communicate and disseminate
information, to sell the product, to take feedback and also to conduct
satisfaction surveys with customers. Customers use the Internet not only to buy
the product online, but also to compare prices, product features and after sale
Ê
c
c
c
c
service facilities they will receive if they purchase the product from a particular
store. Many experts are optimistic about the prospect of online business.
Ê
c
c
c
c
Internet is changing the way consumers shop and buy goods and services, and
has rapidly evolved into a global phenomenon. Many companies have started
using the Internet with the aim of cutting marketing costs, thereby reducing the
price of their products and services in order to stay ahead in highly competitive
markets. Companies also use the Internet to convey communicates and
disseminate information, to sell the product, to take feedback and also to
conduct satisfaction surveys with customers. Customers use the Internet not
only to buy the product online, but also to compare prices, product features and
after sale service facilities the will receive if they purchase the product from a
particular store. Many experts are optimistic about the prospect of online
business.
In addition to the tremendous potential of the E -commerce market, the Internet
provides a unique opportunity for companies to more efficiently reach existing
and potential customers. Although most of the revenue of online transactions
comes from business-to- business commerce, the practitioners of business -to-
consumer commerce should not lose confidence .It has been more than a decade
since business-to-consumer E-commerce first evolved. Scho lars and
practitioners of electronic commerce constantly strive to gain an improved
insight into consumer behavior in cyberspace. Along with the development of
E-retailing, researchers continue to explain E -consumersÄ behavior from
different perspectives. Many of their studies have posited new emergent factors
or assumptions which are based on the traditional models of consumer behavior,
and then examine their validity in the Internet context.
c
D "
The internet is relatively a new medium for communication and the information
exchange that has present in everyday life. The number of internet user is
c
c
c
c
c c
cccc
Ê
c
c
c
c
à # #
It is a fact that a great online shopping revolution is expected in India in the
coming years. There is a huge purchasing power of a youth population aged 18 -
40 in the urban area.
$
If we observe the growth of Internet Subscribers from the above graph, it is
getting doubled year by year. The usage of internet in India is only 4% of the
total population. This is also getting increased day by day as the costs of
computers are decreasing and net penetration is increasing. The cost of internet
usage is also getting lower, with good competition among the providers. Wi -Fi
&Wimax system has also started in India. This will increase the usage as it goes
more on wireless internet. Indians are proving every 15 time that they can beat
the world when it comes to figures of online shopping. More and more Indians
are going to online shopping and the frequency of India¶s online buying
iscrossing the overall global averages.
!" #$% &'
â Rapid growth of cybercafés across India
â Access to Information
very little time to spend for shopping. Many of them have started to depend on
c
c
c
c
!
Ê
c
c
c
c
#$%
The management wants to study the effects of the individualism minus
collectives and uncertainty avoidance on internet shopping. Management
wants to know how this problem can be addressed and online shopping can be
promoted among masses. Management want s to find out the factors that hinder
the development of the online shopping in the eastern block of the world, the
intensity or degree of influence on the internet shopping. The management
also is interested to find out the ways and means which through these factors
affect the internet shopping in the negative manner. They also desired to study
the interrelation of these factors with each other and the combined effects of
these factors on internet shopping. The management also intends to isolate the
common factors that are not having any significant effect and to find the
reasons for the deviations in people¶s behavior with the same factors. The
management wants gather the data and analysis the trends in the indirect
shopping thus providing the base for future research.
"
Ê
c
c
c
c
&
'( ) * (
At any given time there are millions of people online and each of them is a
potential customer for a company providing online sales. Due to the rapid
development of the technologies surrounding the Internet, a company that is
interested in selling products from its web site will constantly has to search for
an edge in the fierce competition. Since there are so many potential consumers,
it is of the out most importance to be able to understand what the consumer
wants and needs. The importance of analyzing an d identifying factors that
influence the consumer when he or she decides to purchase on the Internet is
vital. Since the Internet is a new medium for there have been new demands set
by the consumer. That is why it is crucial for the online retailers to kno w what
influences the online consumer. Analyzing consumer behavior is not a new
phenomenon. The renowned marketing expert Philip Kotler has published
several works on the topic of consumer behavior theories. These theories have
been used for many years not only to understand the consumer, but also create a
marketing strategy that will attract the consumer efficiently Hence,
understanding and identifying the consumer is closely related to the directions a
company will take with their marketing strategy. Thes e theories can also be
applied to identify the online consumer and to create certain consumer
segments. However, some distinctions must still be made when considering
traditional consumer behavior and online consumer behavior.
Since online retailing is a new retailing medium and online consumer behavior
is diverse from traditional consumer behavior, one must identify what
influences the online consumer. Analyzing the process that the online consumer
goes through when deciding and making a purchase over the Internet, shows
some factors that consumers consider these factors need to be identified and
taken into account by online retailers in order to satisfy consumer demands and
compete in the online market.
Ê
c
c
c
c
)
'
()*+,,-
%
./
*+,,-
In their study showed that there are product types, which are more likely to be
sold online such as software, books, electronics and music. Reason for this is
that when purchasing these types of products, one does not require personal
inspection and most, if not all features, can be outlined in the product
description and images. Most products in the mobile phone family belong to
this category. According to the recent research on consumer behavior on the
Internet users (Cotte, Chowdhury, Ratenshwar& Ricci, 2006), there are four
distinct consumer groups with different inte ntions and motivations
Exploration
Entertainment
Shopping
Information
Music Videos, Lyrics - Daily updated collection of music videos and lyrics.
Majority of young adults interviewed for purpose of this research tend to be
active information seekers. A high level of technological confidence within this
group tends to be an encouraging factor when it comes to product information
research online. The following analysis presents both, focus group results and
behavioral theory in a parallel fashion divide d into two main research topics:
Ê
c
Æc
c
c
In their study The World Wide Web can change human behavior and human
interactions to a very large extent. Web based shopping behavior is one major
example to point out the trends in this direction. This study is of a very
exploratory nature and it intends to establish the differences between several
web- based shoppers from different parts of the world. Several critical factors
associated with online shopping behavior will be explored. A cross cultural data
set will be collected and an illustrative description of the shoppers will be
provided. As a final step the cross cultural differences between several shoppers
will be explored. One question which will run as a theme throughout the course
of this paper is, ³Will the traditional consumerbehavior theory and research be
altered by the advent of web based shopping?´
2+,,-
In her study E-tailing is the practice of selling retail goods on the internet. It is
the abbreviated version of ³electronic retailing´ which essentially constitutes
business to consumer transaction. While the concept of online retailing or e -
tailing is no longer in its nascent stage; it continues to evolve, as advanced e -
commerce applications act as a potent catalyst in the development of e -tailing.
The idea of online retailing or e -tailing which almost every net-savvy individual
is familiar with; offers a convenient mode of shopping online and the consumer
gets to choose from a diverse range of products and services as opposed to the
Ê
c
c
c
c
245%465
$6+,, ',',
-
In their study they showed that developed into a new distribution channel and
onlinetransactions are rapidly increasing. This has created a need to understand
how the consumer perceives online purchase s. The purpose of this dissertation
was to examine if there are any particular factors that influence the online
consumer. Primary data was collected through a survey that was conducted on
students at the University of Kristiansand.Price, Trust and Convenience were
identified as important factors. Price was considered to be the most important
factor for a majority of the students. Furthermore, three segments were
identified, High Spenders, Price Easers and Bargain Seekers. Through these
segments we found a variation of the different factors importance and
established implications for online book stores .
Ê
c
c
c
c
4(+,,3-
In their study of online customer experience. The survey found that online
customer experience reached an inflection point in 2009. The percent of
consumers who have experienced problems when conducting transactions
online showed its first substantial decrease in five years -- from approximately
87% in all previous Tealeaf surveys to 80% in 2009. While the percent of
consumers experiencing online transaction problems, at 80%, remains high (the
potential online shopping dollars impacted by transaction problems rings up at
$47.6 billion), this improvement points to a growing business focus on
delivering better customer experiences. The survey sheds light on forces driving
this accelerated online customer experience focus, including the down economy
and increased consumer power due to experience -sharing via social media. It
also examines consumer behavior when transacting online, call center behavior
related to online issues and mobile commerce. Verticals represented in the
findings include retail, insurance, travel and financial services
San Francisco, CA 6th October 2009 - the leader in online Customer
Experience Management software (CEM), today announced the results of the
5th annual survey of online consumer behavior, commissioned by Tealeaf and
conducted by Harris Interactive® [results available at www.te aleaf.com/Harris].
The survey found that 48% of U.S. online adults say that they are now
conducting more online transactions than they did in the past given the current
economic climate. However, 80% of adults who have conducted an online
transaction in the past year experience problems when doing so in 2009.
Previous Tealeaf surveys have consistently shown that approximately 87% were
affected.
This improvement over prior years may be attributed to a growing business
focus on delivering better online custo mer experiences. While this reported
decline in online transaction issues is good news, online customer experience is
still very much a work in progress. The percentage of consumers affected by
issues such as error messages (38%), endless loops (19%) and login problems
(28%) is still extremely high.1 Further, the resulting business impact is
significant, as 32% of those who experience issues when conducting
transactions online would simply take their business elsewhere (to either an
online or offline competitor) or abandon the transaction entirely. In 2009, $47.6
billion will potentially be impacted by online transaction problems, on U.S.
shopping websites
Alone.
Ê
c
c
c
c
087+,,-
c
c
c
c
retailer disclosures, information risk, product risk, and familiarity with the
retailer and the product. Generally, Mauldin and Arunachalam (2002) found that
intent to purchase rather than merely browsing online increases in direct
association with a sense of security and comfort. Retailers who offer their
products online are therefore advised to emphasize product disclosure and
retailer disclosure and reduced information risk in their e -commerce sites.
Though most online retailers do provide clear descriptions of security
procedures, some Internet shoppers still avoid using credit cards online.
Overcoming resistance to this fear is one of the key tasks that must be under
taken.
$9*$:24+,,-
/:1 ;+,,3-
c
c
c
c
2<<%77 (+,,3-
1!4
: +,,-
c
c
c
c
websites. All the online shopping websites dealt with branded products where
there is greater emphasis on the trustworthiness of online shops or products. The
results show that information described on the websites was classified into two
categories, firstly, information about the shop and its procedures and services.
Secondly, the concrete information necessary for the consumption process, such
as payment information and return information, which heightens the reliability
of these shops. The term ³brand´ originally refers to a ³description or
trademark which indicates a type of product made by a particular company.´
However, in modern Japanese society it refers to those branded products that
are perceived to have a higher quality than other similar products. Thus, the
term ³brand´ authenticates that its products belong to a high -class,and the
people who possess these branded products are regarded as ³exclusive people´
Through the ³basking-in-reflected glory process´ (Cialdini, Borden, Thorne,
Walker.
Ê
c
c
c
c
)(2+,<,<,,-
worries. Only once online retailers can reassure customers about fraud and
privacy, will the online shopping curve really take off. Worries about the risk
Ê
c
Æ c
c
c
In their study The World Wide Web can change human behavior and human
interactions to a very large extent. Web based shopping behavior is one major
example to point out the trends in this direction. This study is of a very
exploratory nature and it intends to establish the differences between several
web- based shoppers from different parts of the world. Several critical factors
associated with online shopping behavior will be explored. A cross cultural data
set will be collected and an illustrative description of the shoppers will be
provided. As a final step the cross cultural differences between sev eral shoppers
will be explored. One question which will run as a theme throughout the course
of this paper is, ³Will the traditional consumerbehavior theory and research be
altered by the advent of web based shopping?´
There is a huge difference between a physical store and its electronic
counterpart. A help button on the home page of the web -shopping site replaces
the sales clerks friendly advice and service. The familiar layout of the
physical store becomes a maze of pull down menus, product indices and search
features. Now more than ever, the promise of electronic commerce and online
shopping will depend to a great extent upon the interface and how people
interact with the computer. At the same time, there are some inherent
difficulties in maintaining an online inventory. In a regular store, the managers
can pull out a product from the shelf if they feel that it is not fast moving or has
no demand. This is a privilege that cannot be extended to the online retail store.
2+,,-
In her study E-tailing is the practice of selling retail goods on the internet. It is
the abbreviated version of ³electronic retailing´ which essentially constitutes
business to consumer transaction. While the concept of online reta iling or e-
tailing is no longer in its nascent stage; it continues to evolve, as advanced e -
commerce applications act as a potent catalyst in the development of e -tailing.
The idea of online retailing or e -tailing which almost every net-savvy individual
is familiar with; offers a convenient mode of shopping online and the consumer
Ê
c
Æ c
c
c
gets to choose from a diverse range of products and services as opposed to the
analogous physical shopping experience. Furthermore, online retailers or e -
retailers get to expose and sell their products to a global audience through their
e-stores. (Also termed as online stores, internet shops, web shops etc.)
The E-commerce industry plays a vital role in its growth and development. The
consumer or buyer is usually provided with detailed information and description
of the product which helps them make a judicious choice before making an
online purchase. For consumers who face a paucity of time or want a diverse
range of products to choose from, e-tailing proves to be an ideal option. Every
e-retailer wants his/her share of domain amidst the vast World Wide Web
galaxy. Due to the intense competitor quotient involved, every e- retailer out
there wants to offer their customer/buyer a smooth and pleasant shopping
experience. Therefore, e-tailing is just not restricted to putting up products for
sale for consumers to buy. As consumers today are well-informed, it is
understood that they would make a well informed decision as well. This
involves a fair amount of product research, price comparison and checking the
credibility of the e-store
Ê
c
ÆÆc
c
c
+&
( **
1.c Internet shopping adoption rates are higher for countries with relatively
lower uncertainty avoidance levels.
2.c Internet shopping adoption rates are higher for individualists than for
collectivist countries.
3.c For countries with relatively high uncertainty avoidance levels,
individualism-collectivism shows little impact on internet shopping rates.
4.c For countries with relatively low uncertainty avoidance level s, the
individualist¶s countries shows higher internet shopping adoption rates
than the collectivist countries.
5.c Internet shopping may be more prevalent in the category of goods with
low risk rates with respect to quality. People who are willing to
experiment may be frequent users of the service.
6.c Their likings and disliking about traditional shopping methods may
define their preferences. Their individual needs define their preference.
7.c Satisfaction levels can be affected by various things like security systems
offered, requirements of the consumers, variety of goods etc«
c
Ê
c
Æ c
c
c
) * ( , (
Data for this study was collected by means of a Survey conducted in Pune. The
sample size was 500.The Questionnaire was used mainly to test the model
proposed for Attitude towards online shopping. The type of research was both
exploratory as well as Descriptive. We took around fourteen different factors by
studying the existing models of consumer attitudes that play an important role in
online purchase, and then proposed a model leading to online shopping. This
model was then tested in our research by the mode of factor analysis in SPSS.
When collecting data to approach the purpose of a research there are two ways
in which the data can be collected. In order to acquire a General knowledge
about the topic, secondary data is primarily used and is one of the ways by
which data can be collected. The second way to collect data is the primary data
collection. Usually when a study is conducted, secondary data is not
sufficient enough and needs to be completed with primary data which
is collected by the research.
c
Æc
c
c
c
cc
c
The factors that we intended to examine can be applied to and
investigated at any population that uses the Internet and buys online
products Online. Since there are time and resource restraints, a
specific Population had to be identified in order to generalize and
create relevant segments. We decided that the sample size should
contain over 500 respondents and we collected answers from 500
respondents. The populations for this research were at Pune, chosen
on a convenience basis.Convenience sampling involve s using samples
that are the easiest to Obtain and is continued until the sampling size
that is need is reached. We will attempt to collect as many respondents as
possible but since we will be studying students we assume that there will be
little variation in the population making it more approved to generalize the
response rates. The sampling method for students took also place on a
Convenience basis since the students that agree to answer the questionnaire are
those that were chosen.
Descriptive Research.
Ê
c
Æc
c
c
) * (
Our secondary research includes:
For the research problem at hand we had studied various secondary sources so
as to define the problem more precisely. There were number of blogging sites
viewed which conveyed that there is still little uncertainty among the users
regarding internet shopping so we decided to test how uncertain the consumer
are towards online shopping through are primary research. News, articles from
variety of sources provided statistical information regarding the growth of
³citizens´ in India. Indians have been now logging in to the internet for several
purposes; internet shopping is surely one of them. Moreover several reports
conducted internationally such as Nielsen, India has emerged as the 3rd biggest
nation when it com to online shopping and using acre dit card online. Drawn by
the facilities offered by the web and the diversity of products available on it,
Indian citizens have emerged as the third biggest credit card users globally for
online purchasing, next only to the turkey and Ireland. But there is also a lot of
research released that suggests websites are failing to persuade people to buy,
and to convert them into customers, due to the lack of information available.
Persuading people to buy online is about being able to answer their questions
and to remove the hurdles blocking the sale.
The statistics and research project had generated our interest to further see the
c
Æc
c
c
Ê * (
"cc
The findings could be used to direct attention to consumer beliefs about internet
shopping which have the potential of acting as barriers to this line of e -
commerce.
ßc Personal Contact:-
We personally contacted individuals and got the questionnaires filled up.
ßc Through mail:-
We mailed it to our know contacts and got their replies through mail
itself.
Ê
c
Æc
c
c
c
Ê
c
Æ
c
c
c
& - *
Ã
c To evaluate the scope of internet shopping websites and determine
the perceptions of consumer about it. Also determine how much popular
it is in India.
1.cAge:-
2.c Gender:-
[ ] Male [ ] Female
4. Occupation:-
[ ] other
5. Monthly Income:-
c
Æc
c
c
[ ] Yes [ ] No
[ ] Yes [ ] No
11. How much time per week, do you spend in surfing the web?
c
c
c
c
12. Did you face any problem while making an online purchase?
[ ] yes [ ] no
[ ] Books
[ ] Computer Hardware
[ ] Computer Software
[ ] Events Tickets
[ ] CDs/DVDs
[ ] Toys
[ ] Clothing
[ ] Electronics
[ ] Jewelry
[ ] Sporting Goods
[ ] Others
c
c
c
c
**
è t i :
Æ c
Æ Æc
Æ c
c
è t i :
'
Ê
c
Æc
c
c
[ li i i :
o c
c
$$(
c
c
Ê
c
c
c
c
oc $
Æ
Æ
c
c
$ c
c c$
$
Ê
c
c
c
c
G
li:
o c( $
è t tit t li:
c
c(c
o
c
cc
ccc
c
c
Ê
c
c
c
c
Gi i
li:
c
'c
c( c
o
c
c
c
c
cc
G
/i :
'($c( $
'c
c
cc
Ê
c
c
c
c
G
ti ii
t :
c
c
c
Æ
c
cÆ
cc!ccc
Ê
c
c
c
c
cc
c
c
è tt
li:
c c
c
c
c
!
c
Ê
c
c
c
c
c
.
*
c
Mc E-selling has immense scope as its potential has not yet been tapped.
Mc Initial curiosity is there as people are willing to experiment an initiative
have to be taken to convert visitors into buyers.
Mc Perceptions are very rigid, 60% of those who don¶t do online shopping
discard the future prospect also.
Mc Risk and possibility of forgery are the main concept of customers.
Mc The customers are attracted most by discounts, value for money.
Mc Various aspects regarding security affect the customer perception the
most.
c
c
c
c
"cc
Mc an unexpected result of the explorative study was the view of the 2
groups consisting of more less experienced internet shoppers varied only
a little in there pool of beliefs (outcome and control beliefs).
Mc Beliefs about internet shopping positive as well as negative were
remarkably congruent across groups. In the minds of consumers, internet
shopping is an advantage compared with conventional shopping in terms
of continence, product range and price.
Mc Disadvantages, which could act as mental barrier, are, for instance, the
risk of receiving inferior quality groceries and the loss of the recreational
aspect of traditional shopping. Internet shoppers are buying from the
internet because it¶s a fastand convenient way to buy.
Internet experience was positively related to the amount of time spent on line.
User with more experience used internet more frequently and had longer
sessions.
c
c
c
c
c
c
c
c
"
c
Ê
c
c
c
c
/
*
Mc Consumers are not averse to online shopping but have certain security
issues which have to be tackled.
Mc It is a popular as a medium of buying but customers need greater level of
assurance to become habitual to it.
Mc Almost everyone is aware of the benefit of online shopping and most do
visit also but it¶s now time to take steps to convert visitors into buyers.
Mc Satisfaction level varies with the amount of guarantee offered and
features of a particular sites. Satisfactions levels are surely affected by
many things such as security system offered, requirement of the
consumer, variety, authenticity, speed of delivery etc. traditional
shopping methods preferences is dictated by individual needs as well.
What consumer look for in traditional shopping methods has to be there
in internet shopping methods also? Therefore internet shopping methods
is dictated by individual needs as well. Only few goods were seen upon
with trust by those who had already had the experience of the service.
Mc Therefore the hypothesis is proved up to a small degree.
Ê
c
c
c
c
c
c
Ê
c
Æc
c
c
0$
&(
http://analogik.com/article_analysis_of_consumer_behaviour_online.asp
[27april 2010]
http://www.essays.se/essay/e1fb0c636f/ [13april 2010]
http://www.tealeaf.com/Harris/[12april]
http://inderscience.metapress.com/app/home/contributio n.asp?referrer=parent&
backto=issue,2,6;journal,15,40;linkingpublicationresults,1:110844,1[11april
2010]
http://www.inderscience.com/search/index.php?acti on=record&rec_id=32383&
prevQuery=&ps=10&m=or1m[12 may 2010]
(International Journal of Business Innovation and Research 2010 - Vol. 4, No.3
pp. 195 - 209)
http://www.lotsofessays.com/viewpaper/1693412.html [11april 2010]
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec_ id=11032&prevQuery=&PS=10&m=or [22april [11april 2010]
(International Journal of Electronic Marketing and Retailing 2006 - Vol. 1, No.2
pp. 169 - 182)
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec_ id=11032&prevQuery=&PS=10&m=or [2 may 2010]
(International Journal of Electronic Marketing and Retailing 2006 - Vol. 1, No.2
pp. 169 - 182)
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec_ id=10096&prevQuery=&PS=10&m=or [8 may 2010]
(International Journal of Electronic Marketing and Retailing 2006 - Vol. 1, No.1
pp. 67 - 82)
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec_id=19151&prevQuery=&PS=10&m=or
(International Journal of Internet Marketing and Advertising 2008 - Vol. 4, No.4
pp. 302 - 327) [1 may 2010]
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec_ id=27851&prevQuery=&PS=10&m=or [2 may 2010]
(International Journal of Electronic Finance 2009 - Vol. 3, No.3 pp. 284 - 296)
http://www.inderscience.com/search/index.php?mainAction=search&action=rec
ord&rec _id=14847&prevQuery=&PS=10&m=or [16 april2010]
(International Journal of Electronic Marketing and Retailing 2007 - Vol. 1, No.4
pp. 322 - 338)
http://www.cyberpsychology.eu/view.php?cisloclanku =2009111002&article=6#
authors[22 may 2010]
http://www.innovationsreport.com/html/reports/social_sciences/report54694.ht
ml 22april 2010]
Ê
c
c
c