Customer Satisfaction in Online Shopping Supu

CUSTOMER IJATISFA CTI ON IN
ONLINE SHOPPING
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Submitted By
SUPRIYA M£)HANTY
University Reg. no— 1806260068
MBA: 2018-2020
L nder the Supervision of

ARIFA KHAN
FACULTY, RIMS
Rourkela Institute of Management Studies

Instituti‹)nal Area, flopabaiidliu .Nagar, Clihend,
Rourkela — 7tî9tl1.o, Odislia
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Working Title
C Customer satisfaction in online shopping”
Purpose Of The Of Research

The purpose my of study is to look over the customer satisfaction in online shopping of any
of the organisations. Consumer helps ftrms and organisation improve their marketing strategies
by understanding issues such as how
• The psychology of how customer think, téei, reasons, and select between different
alternatives(e.g. brands, products)
• The psychology of how the consumer is influenced by his or her environments (e.g.
culture family, signs, media).
• The behaviour of consumers while shopping or mâ king other marketing decisions.
• Consumer knowledge or information processing abilities influence decisions and
marketing outcome.
• How consumer motivation and decision strategies differ between product that differ in
their level of imporlance or interest that they entail for the consumer.
• How marketers can adopt and improve their marketing campaigns and marketing
strategies to more effectively reach the customer.
Aim of the study is to increase satisfaction level of the customer in online purchase.
Review of Literature
Sanjeev Kumar and Sav itaMaan (20 l3),The Study provides insights into consumers” online
shopping behaviors and preferences. Moreover, paper also identify the hurdles that customers”
face when they want to adopt internet shopping as their muin shopping medium. Present study
is a descriptive study based on the detailed review of earlier relevant studies related to the
various concepts of online shopping to explore the concept of online shopping. Findings revels
that online shopping brings optimum convenience to the consumers. Privacy and security risk
emerges frequently as a reason for being wary about internet shopping. Shopping convenience,
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immediate possession, information seeking, socio interaction, and variety affects the cunsumer
attítude towards online shopping. The impossibility of product tesó ng, problema with
complaints, product return and misuse of personal data are the main uncertaínties regarding on-
line shopping.
MingyaoHu , Elliot Rabinovich and HanpingHou (2014), while this paper focuses on online
customer pre-purchase perceptions. In an online market, trustworthy online retailers send
signals to separate themselves from retailers who are untrustworthy in the eyes of customers.
However, untrustworthy nnline retailers can mimic trustworthy online retailers" behavior by
sending similar signals without providing services indicated by the signals. Relying on
expectation-co»rrmation theory and signaling theory, we study conceptually and empirically
how signal credibility influences online customer complaint intentions. Signal credibility
reflects customer pre-purchase perceptions of the quality of an online retailer. Data were
collected from a Chinese online B2C market, Tmall.cmm. The results from this data indicate
that signal credibility has a direct negative influence on online customer complaint intentions.
Furthermore, signal credibility can moderate the relationship between customer satisfaction
with post-purchase services and online customer complaint intentions.
ChiragParmar , (2015), The main objective of this research is to study, especially what is the
major option for payments in online shopping. There is several option of payment in online
purchasing such as credit card, debit card, ca.sh on delivery, EMI option, gift voucher or wailet
Rs. of particular site. To this end, a survey wa.s conducted and the 120 questionnaires were
distributed among the people of different markets and the general public in Bikaner.
The replies have been analyzed by table analysis. The results of study reveal that on-line
shoppers in India are st iricantly affected by various payment options which are describe
above. The results of the study could be further used by the researchers and practitioners for
conducting future studies in the similar area.
Venkatesh (20tl8), is his article analyzed the new trends in marketing and observed that several
developments in technology have completely transformed the world and made life easier for
people on the transactions of business and work. Notable among these is called “Internet and
Online Marketing” In essence, this activity enables buyers and sellers of goods and services
to get their task accomplished without the necessity to travel. In internet marketing, the users
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access the products of their choice but it is not possible to trare and test all aspects of the
marketing campaign.
Based on the proceedings of(2009), international symposium on web information sy stems and
applications (wisa’09) found that the results of the analysis, long-term observation of
"corporate reputation", "security awareness", "pickup, replacement and maintenance" are
essential to establish a trust factor. To enable consumers to increase trust in the shortest possibie
time, the entire management should concentrate on consumers who purchase goods met during
the deletion of e-commerce, put forward some suggestions for reference as follows, but the
future for further verification recommendations are reputation in the enterprise and security on
cognitive.
A study has conducted by Feng Zhu (2010), indicates that how product and consumer
characteristics moderate the influence of online consumer review s on pri›duct sales using data
from the videu game industry. The findings reveal that online reviews are more influential for
less popuiar games and games whose players have greater Internet experience.
Objectives
1. To find out the satisfaction ievel of the customer for online shopping.
2. To know the specific reasons for which purpose consumer purchase in online?
3. To find out the consumer satisfaction level for services provided by the online shopping.
Kev Ouestions
1. Shopping place
2. Frequency of purchases
3. Online shopping experience
4. Items purchase through online shopping
5. Use of Websites
d. Mode of payment
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Research Methodology
Research is a common parlance which refers to search for knowledge. It is a procedure of logical
and systematic application of the fundamentals of science to the general and overal) questions
of a study and scientific technique, which provide precise tools, specific procedures, and
technical rather philosophical means for getting and ordering the data prior to their logical
analysis and manipuladng different type of research designs is available depending upun the
nature of research project, availability of manpower and circumstances.
RESEARCH DESIGN
• Sources of data -Primary data and secondary data
• Research instrument -Structured questionnaire
Data source: Primary data & Secondaiy Data. The two main sources of data for the
present study have been priinaiy data and secondary data.
Primary data consists of original information collected for specific purpose. The primary data
for this research study was collected through a direct survey with the viewers guided by a
structured questionnaire. The questions were structured and direct as to make viewers
understand ea.sily.
2. Secondary Data:
Secondary data consists of information that already exists somewhere, having been collected
for specific purpose in the study. The secondary data fur this study collected from various
books, company websites, and from company brochures.
Data Collection Tools: Questionnaire
A questionnaire is a research instrument consisting of a series of questions and other prompts

for the purpose of gathering information from respondents. Although they are often designed
for statistical analysis of the responses, this is not a)ways the case.
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Proposed Contents
Chapter- 1 Introductions
Chapter-2 Review & Literature
Chapter-3 Theoretical Framework &

Development Df Hypothesis
Chapter-4 Data Sources And Methodology
Chapter-5 Analysis & Interpretation
Chapter-S Findings & Conclusion
The chapter 1 deals with the introduction about the topic along with the research background,
objectives, limitations of the study.
The chapter 2 gives a brief description about the review & literature.
€Rsper3
The chapter 3 describes the research methc›do1ogy.
The chapter 4 describes about data analysis & Interpretation in this research study.
The chapter S describes the and findings of the study and also deals with the summary,
conclusion, suggestions of the study.
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CUSTOMER IJATISFA CTI ON IN

L nder the Supervision of

Rourkela Institute of Management Studies

C Customer satisfaction in online shopping”

Purpose Of The Of Research

Data Collection Tools: Questionnaire

A questionnaire is a research instrument consisting of a series of questions and other prompts

Chapter-2 Review & Literature

Chapter-3 Theoretical Framework &

Chapter-5 Analysis & Interpretation

Chapter-S Findings & Conclusion

The chapter 3 describes the research methc›do1ogy.

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