customer satisfaction by on line shopping

Submitted by: Group 2

Kamal Sharma

Karan Wadhwa

Kartik Jain

Manisha SahniCustomer satisfaction in online shopping in India

RMM Assignment (PGDM-BFS)

INTRODUCTION

In the era of globalization and with the wonderful expansion of the Internet, various businesses have globalized their sales and marketing efforts for their products and services all through the net. Over the decades maximum business organizations have been providing various products like books, hardware, software, toys, household appliances etc to their customers through online. Online shopping is the process of buying and selling of the goods and services through online. It includes transferring of funds online, supply chain management, marketing over internet. It is the use of technology for better marketing performance. Through online shopping different type of business and organizations has gained a tremendous opportunity to increase their sale and to maintain a direct relationship with its customers. The increasing use of internet by the young generation in India provides an emerging prospect for online retailers. Unlike traditional marketing, online marketing has many advantages like global reach, availability of wide variety and cheaper products, 24X7 timing etc. If online retailers know the factors affecting Indian consumer’s buying behaviour they can further develop their marketing strategies to convert potential customers into active ones. Customer satisfaction is the key factor for customer retention and acquisition in online shopping system. Customer satisfaction with respect to online shopping is the extent to which customer’s perception of the online experience confirms their expectation.

SOURCES OF DATA

The primary data were collected with the help of a questionnaire framed keeping in view the objectives of the study. The questionnaire includes background details of the respondents and various information related to customer satisfaction regarding online shopping.

OBJECTIVES OF THE PAPER

The present study seeks to achieve the following objectives:

To analyse the satisfaction level of online customers of e-marketing. To investigate the major factors that has the maximum impacts on

customer satisfaction of e-marketing.

Figure above depicts the trend of online shopping in India

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Gender * How many hours

do you spend on internet in

a day?

73 100.0% 0 0.0% 73 100.0%

Gender * How many hours do you spend on internet in a day? Crosstabulation

Count

How many hours do you spend on internet in a day? Total

1 hour 2-3 hours more than 3

hours

never

GenderMale 4 13 21 3 41

Female 11 10 11 0 32

Total 15 23 32 3 73

Cross Tab of Gender with How many hours do you spend on internet in a day?

Chi-Square Tests

Value df Asymp. Sig. (2-

sided)

Pearson Chi-Square 8.807a 3 .032

Likelihood Ratio 10.014 3 .018

Linear-by-Linear Association 7.869 1 .005

N of Valid Cases 73

a. 2 cells (25.0%) have expected count less than 5. The minimum

expected count is 1.32.

T-testOne-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Gender 73 1.44 .500 .058

One-Sample Test

Test Value = 0

t df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the

Difference

Lower Upper

Gender 24.597 72 .000 1.438 1.32 1.55

ANOVA Table

ANOVA

Sum of Squares df Mean Square F Sig.

Which of the following can

best describe the reason to

visit online shopping

websites?-To get information

about all available online

products

Between Groups 1.422 2 .711 .850 .432

Within Groups 55.216 66 .837

Total 56.638 68




websites?-To know about

product design

Between Groups 3.104 2 1.552 3.095 .052


Total 36.203 68




websites?-To find out prices

of the products

Between Groups 2.106 2 1.053 2.797 .068


Total 26.957 68




websites?-To compare their

prices with available

competitive products

Between Groups .634 2 .317 .960 .388


Total 22.435 68




websites?-To purchase

product

Between Groups 1.644 2 .822 1.480 .235


Total 38.290 68




websites?-To get complete

information from websites

and to do shopping from

stores

Between Groups 2.096 2 1.048 .713 .494

Within Groups 96.977 66 1.469

Total 99.072 68

Statistics

Which products have you purchased

on line?-Books / CDs / DVDs

N Valid 36

Missing 37

Mean 1.00

Median 1.00

Mode 1

Std. Deviation .000

Variance .000

Range 0

Minimum 1

Maximum 1

Sum 36

Percentiles

25 1.00

50 1.00

75 1.00

Which products have you purchased on line?-Books / CDs / DVDs

Frequency Percent Valid Percent Cumulative

Percent

Valid 1 36 49.3 100.0 100.0

Missing 0 37 50.7

Total 73 100.0

How often do you visit online shopping portals? * Education Crosstabulation

Count

Education Total

Less than

graduate

Graduate Post graduate

How often do you visit online

shopping portals?

Less than Once a Month 0 4 2 6

Once a Month 4 13 1 18

2-3 Times a Month 0 13 3 16

Once a Week 0 4 12 16

2-3 Times a Week 0 4 4 8

Daily 0 2 3 5

Total 4 40 25 69

Chi-Square Tests

Value df Asymp. Sig. (2-

sided)




N of Valid Cases 69

a. 12 cells (66.7%) have expected count less than 5. The minimum

expected count is .29.

Pie Chart: Partition of the sample on the basis of gender

Symmetric Measures

Age Value Asymp. Std.

Errora

Approx. Tb Approx. Sig.

Below 18Interval by Interval Pearson's R .d

N of Valid Cases 1

18 to 23

Interval by Interval Pearson's R .424 .082 2.812 .008c

Ordinal by Ordinal Spearman Correlation .469 .095 3.184 .003c

N of Valid Cases 38

24 to 30

Interval by Interval Pearson's R -.131 .165 -.745 .462c

Ordinal by Ordinal Spearman Correlation -.121 .169 -.689 .496c

N of Valid Cases 34

Total

Interval by Interval Pearson's R .098 .103 .831 .409c

Ordinal by Ordinal Spearman Correlation .137 .114 1.167 .247c

N of Valid Cases 73

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

d. No statistics are computed because How many hours do you spend on internet in a day? and Education are constants.

Chi-Square Tests

Age Value df Asymp. Sig. (2-

sided)

Below 18Pearson Chi-Square .b

N of Valid Cases 1

18 to 23

Pearson Chi-Square 11.521c 4 .021



N of Valid Cases 38

24 to 30

Pearson Chi-Square 3.939d 3 .268


Linear-by-Linear Association .562 1 .453

N of Valid Cases 34

Total



Linear-by-Linear Association .694 1 .405

N of Valid Cases 73

a. 6 cells (50.0%) have expected count less than 5. The minimum expected count

is .16.

b. No statistics are computed because How many hours do you spend on internet in

a day? and Education are constants.

c. 7 cells (77.8%) have expected count less than 5. The minimum expected count

is .32.

d. 4 cells (50.0%) have expected count less than 5. The minimum expected count is

1.41.

One-Sample Test

Test Value = 0

t Df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the

Difference

Lower Upper

What is your satisfaction level

on the following aspects after

using the online service?-

Convenience

24.677 68 .000 1.739 1.60 1.88




Delivery

27.411 68 .000 1.870 1.73 2.01




Time saving process

18.069 68 .000 2.174 1.93 2.41




Quality of product

33.130 68 .000 2.319 2.18 2.46




Price

21.377 68 .000 1.797 1.63 1.96




Security

22.524 68 .000 2.145 1.95 2.33




After sales service

26.221 68 .000 2.768 2.56 2.98

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Which of the following

aspects do you feel are

disadvantages of shopping

online?-Feel insecure to do

online transaction

73 2.99 .935 .109




online?-Complete

information of the products

is not available

73 2.37 .874 .102




online?-Find it too

complicated to fill up online

forms

73 3.27 1.182 .138




online?-Salesman is not

available to guide

73 3.16 1.236 .145




online?-Risk of losing

personal information over

the internet

73 2.71 .993 .116




online?-Can not look and

feel the product

73 1.86 1.045 .122




online?-Delay in the delivery

despite fulfilling all expected

requirements

73 2.55 .708 .083




online?-Quality of products

supplied is poor than

promised

73 2.85 .938 .110




online?-No replacement of

substandard products

73 2.84 1.118 .131

Conclusions: On the basis of the present study concludes that online customers are satisfied. This research explicitly indicates that online marketer should give more importance on price factor and after sale factor. In this competition era all the online marketers should have to concentrate on the customer’s satisfaction to retain the existing customers and have to offer new scheme day by day to attract the new customers.

customer satisfaction by on line shopping

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