A Project Report: G.S. College of Commerce & Economics (Autonomous), Nagpur

A Project Report
ON
A STUDY OF CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING
Submitted to:
G.S. College of Commerce & Economics (Autonomous), Nagpur.
Affiliated To:
Rashtrasanta Tukdoji Maharaj Nagpur University, Nagpur.
In partial fulfilment for the award of the degree of
Bachelor of Business Administration

Submitted by
Shaikh Faraz Shaikh Ayyub

Under the Guidance of
DR ANIRUDDHA AKARTE
G.S. College of Commerce & Economics, Nagpur
Academic Year 2021-22


22
CERTIFICATE
This is to certify that Shaikh Faraz Shaikh Ayyub has submitted the project report titled CUSTOMER
SATISFACTION TOWARDS ONLINE SHOPPING towards partial fulfillment of BACHELOR OF
BUSINESS ADMINISTRATION degree examination. This has not been submitted for any other
examination and does not form part of any other course undergone by the candidate.
It is further certified that he/she has ingeniously completed his/her project as prescribed by BBA
Department (Autonomous) G.S COLLEGE OF COMMERCE AND ECONOMICS NAGPUR
Rashtriasant tukdoji Maharaj Nagpur University, Nagpur.
Dr. Aniruddha Akarte Dr. Afsar Sheikh
(Project Guide) (Co-ordinator)
Place: NAGPUR
Date:
DECLARATION
I here-by declare that the project with title CUSTOMER SATISFACTION
TOWARDS ONLINE SHOPPING’’ has been completed by me in partial fulfillment of
BACHELOR OF BUSINESS ADMINISTRATION degree examination as prescribed by
Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur and this has not been submitted for any other
examination and does not form the part of any other. Under taken by me
Place:NAGPUR
Date:
Academic Year 2021 – 22
ACKNOWLEDGEMENT
With immense pride and sense of gratitude, I take this golden opportunity to express my
sincere regards to Dr.N.Y.Khandait, Principal, G.S. College of Commerce & Economics, Nagpur.
I am extremely thankful to my Project Guide Prof. __ DR ANIRUDDHA AKARTE for his/her guideline
throughout the project. I tender my sincere regards to Co-Ordinator, Dr Afsar Sheikh for giving me
outstanding guidance, enthusiastic suggestions and invaluable encouragement which helped me in the
completion of the project.

I will fail in my duty if I do not thank the non-Teaching staff of the college for their Co-
operation.
I would like to thank all those who helped me in making this project complete and successful.
Place: Nagpur
Date:
INDEX
S. PAGE
PARTICULARS
No. No.
1. Introduction 1-4
2. Company Profile. 5-11
3. Research Study. 12-14
 Objectives. 15
 Hypothesis. 16
 Scope of the study 17-18

4. Research Methodology 19-20
5. Data Analysis & Interpretation. 21-34
6. Hypothesis testing 35
7. Finding 36
8 Conclusion 37-39
9 Limitation 40-41
10 Bibliography 42-43
11 Appendix 44-47
G.S College of Commerce And Economics Nagpur.
INTRODUCTION
1
Shaikh Faraz Shaikh Ayyub BBA III (2021-22)
INTRODUCTION
. Online shopping is the process whereby consumers directly buy goods, services etc.
from a seller interactively in real-time without an intermediary service over the
internet. Online shopping is the process of buying goods and services from merchants
who sell on the Internet. Since the emergence of the World Wide Web, merchants
have sought to sell their products to people who surf the Internet. Shoppers can visit
web stores from the comfort of their homes and shop as they sit in front of the
computer. Consumers buy a variety of items from online stores. In fact, people can
purchase just about anything from companies that provide their products online.
Books, clothing, household appliances, toys, hardware, software, and health insurance
are just some of the hundreds of products consumers can buy from an online store.
Many people choose to conduct shopping online because of the convenience. Online
shopping is the only one key in the retail sector for achieving success in the business
and for this reason customer satisfaction is also dependent on the services of online
shopping. It has been also mentioned in the above section that online shopping
provides a strong impact over the customer engagement into the companies. As online
shopping is the part of electronic commerce thus every small and big retail company
need to implement electronic commerce. The innovation and changes can be brought
in the retail sector by the help of online shopping. Online shopping helps in saving the
time wasting and for this reason, the customers can purchase several products within a
very short duration. The customers can have the opportunity to review checking about
the products and brands through this online shopping.
The customers can access various companies' websites without physically visiting
their stores. Another main facility of online shopping is the products are reached by
the company to the customers' door. Therefore, it can be mentioned that the main
difficulties of customers while shopping is managed by online shopping that means
the customers; satisfaction is greatly managed by online shopping. It is very important
to attract more customers to the industry. If any industry attracts more customers in
the industry, then the brand value of the company will be increased. It has been seen
that digital technology imparts a huge impact over the customer attraction and
2
customer satisfaction as well. Online shopping is the biggest part customer attraction
as well as customer satisfaction. In this technological world, most of the companies
use online shopping for making satisfy the customer and for attracting more
customers as well. Online shopping imparts a huge impact on customer satisfaction.
Online shopping is the main part of electronic commerce and many customers are
guided by this electronic commerce regarding the way of buying products from the
companies (Souca, 2014). The consumers can make a direct connection to the retailer
through the process of online shopping and by visiting the company’s website and the
other alternative apps. The way of shopping has been revolutionized by the help of
electronic commerce. Nowadays, online shopping is the very easy process of buying
any products from the retailers for regular purpose as maximum people have some
common tools of online shopping such as smart phones, computers, laptops, tablets
and many others (Souca, 2014).
The way of online shopping provides several facilities to the customers and for this
reason, customers become satisfied while buying products from the retailers through
online. The facilities are such as the customer can have several variations about any
product, it is the very time-saving process and the main thing is that customer can
compare the price of the products .In the retail industry online shopping is known as
‘e-tailing’ or ‘electronic-retailing’. When the goods are sold to the end users for using
purpose nit for reselling purpose and the purchaser consumes the goods then this
process is known as E-tailing. It is very important to require strong branding for
making successful E-tailing.
3
The website of the company needs to engage in creative data and needs to be regularly
updated and easily navigable for meeting the changing demands of the consumers.
However, it is very important that the company needs to make the affordable price of
the products so that more customers are attracted and satisfied as well. If the company
is capable to attract more customers and to satisfy more customers through the process
of online shopping, then the company will provide a strong competition to the other
strong companies in the business market. E-tailer needs the efficiency of strong
distribution and for this reason, the customers do not wait for long periods for
relieving their products, which was purchased by them. In the practices of business,
the company needs to maintain the transparency so that the customers can show their
loyalty and trust towards the company. It is very important to constantly satisfy the
customers by providing good quality services and products along with affordable
price then the company’s revenue will be increased. In this research paper, it has been
explained that customer satisfaction is improved by the online shopping process in
retail companies.
4
COMPANY PROFILE
5
COMPANY PROFILE
Amazon.com, Inc. is an American multinational technology company which focuses

on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is
one of the Big Five companies in the U.S. information technology industry, along
with Google, Apple, Meta, and Microsoft. Wikipedia
CEO: Andy Jassy (5 Jul 2021–) Trending Customer service: 1800 3000 9009 Stock
price: AMZN (NASDAQ) $2,890.88 +38.02 (+1.33%) 24 Jan, 4:00 pm GMT-5 -
Disclaimer Founder: Jeff Bezos Founded: 5 July 1994, Bellevue, Washington, United
State Headquarters: Seattle, Washington, United States Revenue: 38,606.4 crores
USD (202When Amazon was founded in 1993 by creator Jeff Benzos, it was mostly
an online bookstore. Initially Amazon’s growth was very slow, not turning a profit
until over 7 years after its founding. This was thanks to the great momentum provided
by the dot-com bubble. As time went on, Amazon became widely known as the place
to shop for books, and the self-proclaimed: “world’s largest bookstore”. As time
progressed, so did Amazon’s business strategy. Amazon transformed their corporate-
level strategy into a mergers and acquisitions approach and did this with great success.
Amazon’s goal today is to be a place a customer can go to purchase anything online.
Amazon has transformed from a garage-based bookstore into a $48 billion dollar
retail machine. They have been able to do this thanks to the power of technological
progress. Computational power, bandwidth and data storage technologies all have
improved and have become relatively cheaper over time.
In the present day, Amazon sells products in over forty categories. They have
everything from books to electronics, to groceries. Today Amazon is a logistics
platform, a search engine, an Internet advertising platform, as well as fulfilling roles
as an e-commerce and IT platform. The key areas of focus for Amazon are low prices,
convenience, selection, and availability. External Analysis General Environment
6
Economic
Since the start of 2008, the global economy has been in a recession. The World Bank
reduced each country’s expected GDP growth for the year of 2013. The low GDP
growth and high unemployment rate have reduced people’s wealth and purchasing
power of goods. When the market tanked, many people chose to migrate their
shopping onto an online platform. In 2011, online sales actually increased by 11
percent despite what people imagined. The reason this has been occurring is that
many consumers are changing their spending habits toward finding “bargain goods”.
Amazon has been able to benefit from this greatly thanks to their ability to offer
affordable goods quickly and easily to the general public.
Sociocultural
Online shopping has grown dramatically in popularity over recent years. E-commerce
is convenient since there are no geographic restrictions and consumers can have
access to a selection of goods wherever and whenever they want. Moreover, there is
an unlimited selection of
merchandise for customers to review and compare. These advantages shift customers’
shopping behaviour from retail stores to online shopping. According to a survey of
online shoppers: 48 percent of respondents shopped online in the past 12 months, 66
percent preferred web retailers, and 73 percent completed nearly half of their
shopping online. The increasing popularity of online shopping is providing a
foundation for Amazon to exploit their core competencies.
Global
7
With the advances in modern tech support and web security, people are getting more
and more willing to make purchases online. As the economies of emerging markets
are rising dramatically, people in those countries with increasing purchasing power
are spending more on online shopping. Services such as Amazon are able to exploit
this opportunity by offering consumers goods which are not readily available in local
markets. While firms expand internationally, it is critical to take into account of the
differences in consumer preferences.
Technological
The Internet is an excellent source of data that provides the most timely available
information that captures the shift in consumer preferences and trends. As technology
has been rapidly advancing, businesses have been influenced by technological
innovations. For example, online payment methods such as online banking and
PayPal create more convenience in purchase transactions, which in turn enhances
customers’ online shopping experience. Also, the invention of electronic devices such
as smart phones deliver easy and convenient transaction processes, further facilitating
online shopping. For instance, Amazon recently released a smart phone app for their
Kindle services, allowing users to conveniently access the online sales platform and
review products before purchasing. In the future, the use of 3D virtual technology to
market products will also take online shopping to new heights.
8
Political/Legal
In the modern day environment, firms must be cautious when they deal with
international policies on online distribution. In the U.S., electronic commerce firms
are regulated by the Federal Trade Commission, which regulates online advertising
and the security of consumers’ personal information. On the other hand, International
Consumer Protection and Enforcement Network (ICPEN) finds ways to tackle
consumer problems involving cross-border transactions in both goods and services.
This helps to ensure participants equally benefit and reach mutual understanding.
Online retailers such as Amazon should be careful to disclose online sales taxes while
advertising products to other countries via online shopping platforms because
different sales taxes can cause confusion to customers.
Demographic
As the world’s population is aging rapidly, baby boomers are

moving towards retirement so that they will have weaker purchasing power. Thus,
generation X and Y have become companies’ target markets for product selling.
These generations are technologically adept and tend to engage more in online
purchasing. Based on a survey, 62 percent of Generation Y liked to purchase things
online, as compared to 32 percent of those aged older than 50. Organizations should
also exploit opportunities from emerging countries, such as China and India, which
have large populations and growing disposable income. Based on a global survey of
online shoppers, people in China engaged in online shopping 8.4 times more than
those in any other markets on a monthly basis. Thanks to the network of distribution
services and the power of E-Commerce, Amazon is in a position to utilize its core
competencies in order to capture the global market.
9
Industry Analysis
The threat of new entrants is considered to be low. It is easy for

companies to start-up in this industry due to the relatively low capital investment
costs. However, to achieve the position in the industry that Amazon holds it would
require huge investment in infrastructure and inventory. It is also hard for new
entrants to gain customer loyalty since the existing major competitors, such as
Amazon, have established a loyal customer base.
Bargaining Power of Suppliers Suppliers have little bargaining power due to the
substantial number of suppliers available and the vast expanse of the online global
distribution network. Many suppliers rely on key online retailers such as Amazon to
engage in bulk purchasing. Thus, online retailers can easily switch to another supplier
for lower price and better quality. Bargaining power of suppliers to Amazon is
particularly low since suppliers do not require payment until 35 days after the
confirmation of sales. Bargaining Power of Buyers
The bargaining power of buyers is high. Customers have the options to choose among
numerous online stores for the lowest price products and services due to the
completely available information online. The fact that Amazon is able to reduce their
overhead costs by not having retail locations allows them to achieve these low prices,
enabling them to compete in the industry.
10
Threat of Substitute Products

The threat of substitutes for Amazon is high. The only unique characteristic Amazon
has is the patented technology (such as 1-Click Ordering), which differentiates them
from other possible substitutes. However, there are many alternatives providing the
same products and services, which could reduce Amazon’s competitive advantage.
Therefore, Amazon does not have absolute competitive advantage on their product
offerings, but they definitely have the advantage when it comes to the quality of
customer service and convenience provided. Rivalry Among Competing Firms
Rivalry among competing firms is high. There are a vast number of search engines on
the Internet which are able to influence customers decisions when searching for the
best online retailer. There is also an increasing number of dot-com retailers due to the
relatively low start-up costs of the business
11
Research Study
12
RESEARCH STUDY
This research paper is based on the topic of the impact of online shopping on
improvising the customer satisfaction in the retail company. Nowadays, people cannot
think about their life without online shopping. This online shopping has become
successful due to digitalization of the business. It has been seen that the business of
the retail market has been expanded by online shopping. Before implementing
electronic commerce in the business, the companies need to design their own websites.
Online shopping is a very essential requirement for the retail business. It has been
evident that most of the retail companies have brought innovation in their business by
implementing online shopping. Recently several retail companies have made the
website for online shopping. Online shopping is a unique process of shopping by
which people can purchase the products within a very short time. Online shopping is
very convenient, and it is one of the biggest parts of any business. This convenience
quality of online shopping makes the customers more comfortable. The customers can
avoid waiting for a long time in the queue due to the facility of online shopping.
Online shopping is the process where the customers can purchase their products and
oppositely the company can attract more customers. The companies maintain
customer satisfaction by seeking the feedback of the customers asking some questions
to the customers and analysing the online comments. These all strategies can be
maintained through online. It has been seen that maximum company have
implemented the strategy of giving a rating according to the quality of the products, or
the according to the online services which are provided by the company through their
websites. By the ratings of the customers, the company can evaluate their online
performances. Some customers also give some comments on the company’s websites
regarding the products, online performances and many more. Based on these
comments the company can bring some changes and innovation in their performances
help in satisfying the customers. Thus, it can be stated that online shopping can
improve customer satisfaction in the retail company in this way. Online feedback
needs to be used as the guideline torch for moving forward. Besides providing the
facility o online shopping, the company needs to maintain the security of the
customers’ private information (Hanifet al. 2010). The main satisfactions which the
13
customers get from the online shopping is time-saving, products' variation, direct
communication with the companies, and review checking before purchasing any
products. Online shopping is especially beneficial for busy people, older people and
for those people who are not able to move. However, now every kind of customers is
engaged in the utilization of online shopping. It has been seen that still some
customers do not prefer online shopping, they believe in examining the products by
physical experiencing (Hanifet al. 2010). Online shopping has brought great success
in the business of retail companies. If the customers do not like any particular brand'
product then they can go for another option without wasting any time. The purchased
products are also delivered to the customers' door by the company and it is one of the
biggest facilities of online shopping. Thus, it can be stated that online shopping
imparts a great impact on customer engagement and improvement of customer
satisfaction as well.
14
OBJECTIVES
Based on the research aim, some objectives have been conducted by the researcher of
this research paper. These objectives are mentioned below.
• To identify the impact of online shopping on the business of the organization.
• To determine the customers’ satisfaction towards the products as well as services of

the companies.
• To identify the impact of online shopping on the improvement of customers'

satisfaction retail companies.
• To suggest some future recommendation to the retail companies for implementing

the online shopping in their business
15
HYPOTHESIS
Hypothesis1
H0: There is no significant difference between the genders of the respondents and the
length of Amazon being used.
H1: There is significant difference between the genders of the respondents and the
Hypothesis2
H0: There is no significant difference between in overall satisfaction level of Amazon

customers on the behaviour of delivery boys of Amazon

16
SCOPE OF THE STUDY
17
SCOPE OF STUDY
The research constrictor has constructed this research paper according to the
mentioned research topic, which is the impact of online shopping on the improvement
of customers’ satisfaction in the retail companies. The detailed idea of the customers’
satisfaction and the strategies of the customers’ satisfaction have been provided by the
research constructor of this research paper. In addition, the research constrictor has
also explained how online shopping provides an impact on the improvement of
customers' satisfaction in the retail sectors. Thus, it can be mentioned that this detailed
information about this topic will help future readers for doing their future studies, as
the vast information on this topic will be provided from this research paper. On the
other side, the research constructor has also provided information on how the retail
companies have brought huge changes and innovation in their business by
implementing electronic commerce where online shopping is the main part
18
RESEARCH OF METHODOLOGY
19
Research methodology details the various layers of methods and techniques, which
helps in accomplishing the key objectives of a research. Research methodology is
detailed by research onion conceptualized by Saunders al., (2009) which involves
layers such as research philosophy, approach. Strategy, choices, time horizons,
technologies and procedures. The chapter research methodology is highly significant
because it details the means through which samples will be collected and analyzed in
order to achieve results that fulfils the research objectives. For conducting an
appropriately structures and successful research, it is crucial that the researcher decide
on the best methodology for the research. This chapter details the research
methodology followed for this research starting from research philosophy and ending
with detailed time horizon of the research
20
DATA ANALYSIS &

INTERPRETATION
21
DATA ANALYSE
An organization can measure the satisfaction level of any customer by measuring how
much the organization able to full fill the expectation of the customers. As per the
statement of Zaire (2000), an organization can measure the customer’s satisfaction
level by understanding how many people show their interest to buy the same product
from the organization. According to Ciavolino & Dahlgaard, an organization can
provide more customer satisfaction by enabling good service or product quality.
Product quality or service quality depends on many attributes and these attributes are
a clean environment, display of the product, clear labelling and many more. As per the
statement of Hokanson, many factors affect the customer satisfaction and these factors
are a knowledgeable employee, accuracy billing, helpful employee, friendly employee,
giving value to the potential customers, low pricing, courteous employee and most
importantly quick service. So, the organization must need to look after these factors in
term of increasing the financial benefit for the organization and providing more
customer satisfaction. But there are many other factors like 21 locations, value for
money, product quality, service quality, reliability, process, additional services, and
staff and personnel services. According to Puccinelli (2009), schema, goal,
information, attitude, affective processing, atmospherics, processing and consumer
choices are major factor of consumer decision process. Price is one of the factors
which sways customer. If the same product is available at lower price somewhere, it’s
going to affect the business. Lowest possible price sways the customer towards the
business. Low price doesn’t imply that customer will be satisfied with cheap products.
Quality of the product is another major factor which affects the business. Customer
expects to get the best deal in lowest price possible. According to Ferryman, a direct
relationship exists in customer’s views towards a retail store’s service and continuing
to purchase from that store. Another factor affecting the customer towards business is
offers provided to customers. Retail business should provide offers to their loyal
customers to keep them in business. Behavior of staffs towards the customer also
impacts the customer satisfaction. Thus, skilled staffs are needed to assist the
customers (Duarte et al. 2018). Home delivery, online ordering and other facilities can
affect the consumers too. Consumers tend to move towards the business which makes
22
the purchasing more convenient. With online shopping, customers can purchase while
sitting at home and expects to get the products delivered on their doorsteps within a
certain time farm
Quantitative analysis helped the researcher to get the fresh

information about the topic and various views have been obtained. 15
questions had been prepared for the survey and asked to every
23
respondent to get the information. For the survey 100 random

customers have been selected and were provided with the research
questionnaire for collecting primary information using MS word and
MS Excel for storing the same
24
1. What is your age group?
Response of respondents Percentage of Number of respondent

respondent
18 to 25 years old 51.9% 54
26 to 35 years old 34.6% 36
36 to 50 years old 10.6% 11

Above 50 years old 2.9% 3
Total number of 100 104

respondent
Fig 1: the age group of respondents
Analysis: initially, the researcher asked the respondents about the age group that
they belong to. The respondents were given four options. The options were 18 to 25
years, 26 to 35 years, 36 to 50 years and above 50 years. From the gathered data, it
has been shown that 51.9% of the respondents belonged to the 18 to 25 years group.
34.6% of respondents were in the group of 26 to 35 years. 10.6% of the respondents
were in the group of 36 to 50 years of age and finally, 2.9% of the remaining
respondents confirmed their age to be above 50 years old.
25
2. What is your gender?
Response of the Percentage of Number of

respondent respondent respondents
Male 56.7% 59
Female 43.3% 45
Total no of 100% 104
respondent
Fig 2: gender group of the respondents
Analysis: after figuring out the age group, the respondents wanted to figure out the
gender of the chosen participants. Male and female were two given options. Out of
the 104 respondents, 56.7% or 59 of the respondents were in the male category.
Remaining 43.3% or 45 respondents were selected as female. 3. Do you think that
online shopping can provide more facilities than conventional shopping method?
Response of the respondents Percentage of respondents Number
26
3. Do you think that online shopping can provide more facilities than conventional
shopping method
Response of the Percentage of respondent Number of respondent

respondent
Yes 63.5% 66
No 16.3% 17
Not sure 20.2% 21
Total no of respondent 100% 104
Fig 3: whether or not online shopping provides better facilities than conventional
shopping
Analysis: after gathering basic data of age and gender of respondents, the respondents
were asked whether or not online shopping facility has the potential to provide more
benefits and facilities than conventional shopping procedure. The feedback was quite
positive as 63.5% of the chosen respondents confirmed that there are multiple benefits
like efficiency in online shopping facilities which lack in conventional shopping.
16.3% of the respondents do not agree as they do not believe that scenario of
shopping is changed due to online facility. Remaining 20.2% of the respondents
remained silent in this question.
27
4. Are you using the online shopping facility while purchasing any products?
Response of respondent Percentage of Number of respondent

respondent
Always 21.2% 22
Mostly 39.4% 41
Sometimes 38.5% 40
Never 1% 1
Total no of respondents 100% 104
Fig 4: frequency of using online shopping facility while purchasing products
Analysis: next, the respondents were asked whether or not they use online shopping
facility while purchasing products. 21.2% of the respondents mentioned that they
always use online method to purchase numerous products. 39.4% of the
respondents mentioned that they mostly prefer old process of shopping as they had
never used online procedure to purchase their desire product. Remaining 38.5% of
the respondents confirmed they sometimes prefer to buy products from online
portals of famous e commerce companies
28
5. Do you think online shopping can help the organization to provide more
comprehensive service to the customers?
Response of the year Percentage of respondent Number of respondent
Yes 48.1% 50
May be 38.5% 40
No 10.6% 1
Do not think 2.9% 3
Fig 5: Online shopping and comprehensive service to the customers
Online shopping and comprehensive service to the customers Analysis: next, the
researcher wanted to find out about the services that online facility can provide for
the benefits of the customers. Question that was asked to the respondents was
whether online shopping facility can provide comprehensive customer service for
the benefit of the organization. 64 The respondents were provided with four options.
40% of the respondents strongly think that online shopping procedure do provide
proper service to many of the customers through proper courier services and
facilities of discounts. 30% of the respondents believe that few ecommerce
companies provide convenient and comprehensive services to the customers but
there are many companies who fail to provide proper services to the customers.
29
6. Do you think that online shopping is safe and secure?
Response of the respondent Percentage of Number of respondent

respondent
Highly secure 16.3% 17
Moderately secured 58.8% 58
Natural 22.1% 23
Not secured 4.8% 5
Totally unsafe 1% 1
Fig 6: the security regarding online shopping
Analysis: the seventh question that was set by the researcher was about the security
and safety of the users of online shopping systems of ecommerce portals. The
respondents provided positive feedback for online shopping facilities. 16.3% of the
respondents mentioned that online shopping portal or systems are highly secure as
their sole responsibility is to protect the important information of the customers.
There are also very low chance of losing vital information like card numbers to third
party. 55.8% of the participants said that the sites are moderately secured. They
believe that there are few sites which do not provide strong security for the
customers. These sites are quite easily breached. Thus, they chose the option
moderately secured. 22.1% of the respondents were neutral to the question. 4.8% of
the participants confirmed that these online sites are often affected with malwares
30
7.Why you prefer online shopping?
Response of the Percentage of Number of

respondents respondents respondents
Time saving 39.4% 41
Secure 8.7% 9
transactions
More variety of 32.7% 34
products
Easy accessible 19.2% 20
Total no of 100% 104
respondents
Fig 7: the reason behind online shopping procedure
Analysis: next, the researcher has asked the participants about the reason behind
their favourability of online shopping method to purchase products. They were given
four options. 39.4% of the respondents preferred the quality or advantage of time
saving for shopping in online medium. 8.7% 69 of the respondents confirmed that
secure transaction is the sole reason behind the prefer ability of online shopping
procedure. 32.7% expressed that it is due to the variety of products that are
available at the palm of one’s hand. Most number or 19.2% of the respondents
mentioned the advantage of the online process is that it is easily accessible to the
customers. One can easily access thousands of products sitting at home
31
8. Do you think that you can create a viable communication with company through
online shopping?
Response of the Percentage of respondents Number of respondents

respondents
Strongly think 22.1% 23
Moderately think 50% 52
Neutral 19.2% 20
Do not think 8.7% 9
Fig 8: communication system with company for the users utilizing online medium
Analysis: after that, researcher asked a question to know whether viable

communication is created between company and the users or customers in online
shopping portals. 22.1% strongly think that online shopping portals have developed
proper communication system to the customers. 50% of the respondents
moderately think that ecommerce organizations have developed feedback facilities
to understand the queries and issues of customers. 19.2% of the respondents
remained neutral to this question. 8.7% of the remaining respondents do not believe
that virtual media can capture the communication system as efficient as personal
touch. Thus, they mentioned that online system couldn’t provide proper
communication facility to the users
32
9. Do you recommend online shopping to your family and friends?

respondents
Yes 43.3% 45
No 2.9% 3
Mostly 32.2% 34
Sometimes 21.2% 22
Fig 9: Recommendation of online shopping to family and friend
From the above analysis it can be said that near about 43.3% of the respondents
want to recommend the online shopping to their friends and family. They also
highlighted that online shopping is spreading their hand by this word of mouth
marketing. They always suggested online shopping to their friends and family while
they get interesting offers. In addition they said that, in recent time lots of offers and
discount and also other facilities have been delivered for the customers which
attracts many new customers easily. In this analysis remaining of respondents are
not happy with the online service and then do not want to recommend it to their
friends and family. For the reason 75 they highlighted that online shopping is not
much reliable and in many cases wrong delivery has been made
33
10. According to you, does the company can gain the brand value through online
shopping?

respondents
Highly agree 17.3% 18
Agree 66.3% 69
Disagree 11.5% 12
Highly disagree 0% 0
Don’t know 4.8% 5
Fig 10 : online shopping and company’s brand value
Analysis: online shopping portals also provide lucrative offers to the customers. Thus,
the eleventh question of the survey was to understand the viewpoints of the
respondents about the offers provided in the organization through online shopping
facility. 16.3% of the respondents highly agreed that online shopping system facility
lucrative offers like discounts and gift coupons to the 72 customers as these are not
rarely available in traditional shopping procedures. 55.8% of the respondents agreed
that famous online shopping portals do provide good offers on various products
through online sites and app. 26% of the respondents remained neutral during the
34
HYPOTHESIS TESTING
Hypothesis testing 1
H0: There is no significant difference between the genders of the respondents and the
H1 : There is significant difference between the genders of the respondents and the
From above study it is found that hypothesis No H1” There is significant difference
between the genders of the respondents and the length of Amazon being used.” is
found to be true so it is accepted and alternate hypothesis that is H0 “There is no
significant difference between the genders of the respondents and the length of
Amazon being used” is rejected
H0 : There is no significant difference between in overall satisfaction level of

Amazon customers on the behaviour of delivery boys of Flipkart.

From above study it is found that hypothesis No H1” There is no significant

difference between in overall satisfaction level of Amazon customers on the
behaviour of delivery boys of Amazon “is found to be true so it is accepted and
alternate hypothesis that is H0 “There is no significant difference between in overall
satisfaction level of Amazon customers on the behaviour of delivery boys of Amazon.
Is rejected
35
FINDINGS
 Majority of the respondent are between age group of 18 to 35 years old

 From the respondent 56% are made where as 43% are female
 According to study 63% prove than that online shopping can provide more
facilities than conventional shopping
 21.2% respondent use online shopping facilities always where as 39.4% use
most time and 38.5% use sometimes
 48% profit thinks that online shopping help organisation to provide more
services
 Most of the respondents thinks that online shopping is save and secure
 Customer prefer online shopping to sometime availability of more variety of
product and due to easy access
 43.3% respondents online shopping
 Most of the respondents agree that company can given brand value through
online shopping
36
CONCLUSION
37
CONCLUSION
 With more people making purchases over their computers and smart
phones, businesses are finding new ways to reach consumers. Online
shopping has made life easier for customers by offering convenience
and availability while still allowing them to compare prices
 The three major factors that affect modern customer satisfaction are
customer understanding, service, and technology. By tapping into these
factors, you can provide positive, consistent customer experiences and
create real customer loyalty.
 The results indicate that the customer satisfaction of online shoppers is

influenced by product delivery, perceived security, information quality,
and product variety. Customer satisfaction and information quality
determine customers' loyalty towards web stores.
 Make customer service better at your store with: Make sure staff is
available to people when they need them. Encourage customer loyalty
with a rewards program. Offer knowledge – don't push your products
and services
38
This study helps to understand that customer satisfaction is one of the essential things
for any organization because it helps the organization to enhance their positive
reputation in the market as well as it helps the organization to enable more financial
benefit in the organizational context. From the following’s sections, it can be
concluded that customer satisfaction basically refers to the customer's happiness
means if a customer is happy with the product and the service quality then the
customer shows positive views towards the company which is very important for any
organization to grow their business opportunity in the market. From the study,
customer satisfaction is the customer’s fulfilment response means when a customer
happy with the service and the product quality then the customer shows their loyalty
towards the company and used to buy the products from that company again which
enable more financial benefit in the organizational context. From the concept of
customer satisfaction point it can be concluded that companies are showing their
motivation for providing best quality service to their old customers as well as the
companies are providing new offers and discounts on their products as it will help the
organization to attract more new customers which will enable more satisfactory
performance 89 of the employees in the organizational context. Additionally,
customer satisfaction will help the organization to enhance their brand name in the
market as well as it will impact the efficiency level of the organizations
That section also refers that if any organization will fail to felicitate customer
satisfaction, then it can negatively impact the business opportunity of the organization
which will lead the company towards absolute loss. Hashmark and Albin soon (2004)
stated that customer satisfaction basically refers to the relationship between the
expectations of the customers and what the customer gets, and customer satisfaction
become conceptualized by progressing the time, processing the results, effective
evaluation,
39
LIMITATIONS OF THE STUDY
40
LIMITATIONS OF STUDY
 The study is confined to Nagpur district only

 The study is based upon the consumer behaviours of online shopping
 The data collected for the research is fully on primary data given by the
respondents. There is chance for personal bias. So the accuracy is not true
 Due to storage of time and other constraints, the study has been limited
50respondents only
 The answer to the questionnaire largely depends upon the setup of the
respondents.
 Respondent’s opinion may not be free from basic
 The sample size was limited to 10
41
BIBLOGRAPHY
Books
1 Brennan, R., Baines, P., Garneau, P. & Vos, L. (2008). Contemporary Strategic
Marketing. 2nd Ed., New York: Palgrave Macmillan.
[2] Constantinides, E. (2004). Influencing the online consumer‟s behaviour:

the Web experience. Journal of Internet Research, 14(2), pp111-126.
[3] Collis, J. & Hussey, R. (2009). Business Research: A practical guide

for Undergraduate and Postgraduate students. 3nd Ed., Basingstoke:
Palgrave MacMillan.
[4] Canavan, O., Henchion, M. & O‟Reilly, S. (2007). The use of the
internet as a marketing channel for Irish speciality food. International
Journal of Retail & Distribution Management, 35 (2), pp 178-195.
[5] Demangeot, C. & Broderick, A. J. (2007). Conceptualising consumer

behaviour in online shopping environments. International Journal of Retail &
Distribution Management, 35(11), pp 878-894.
42
Websites
www.google.com
www.wikipedia.com
www.ebay.com
www.amazon.com
www.indiaonlineshopping.com
News papers
The Times of India
Business Times lokmat
The Indian Express
The Navhindu Times
43
APPENDIX
44
s
Questioners
1. What is your age group?
o 18 to 25
o 26 to 35
o 36 to 50
o 50 to above
2. What is your gender?
o Male
o Female
3. Do you think that online shopping can provide more facilities than conventual
shopping methods?
o Yes
o No
o Not Sure
4. Are you using the online shopping facilities while purchasing any product?
o Always
o Mostly
o Sometimes
o Never
45
5. Do you think online shopping can help companies to provide more comprehensive
services to the customers?
o Yes
o No
o Mostly
o I Don’t know
6. Do you think that online shopping is safe and secure?
o High secure
o Moderately secure
o Not secured
o Totally unsafe
7. Why you prefer online shopping
o time saving
o Secure transaction
o Most variety product
o Easy accessible
8. Do you think that you can create a viable communication with company through
online shopping?
o Strongly think
o Monetarily think
o Neutral
o Do not think
46
9. Do you recommend online shopping to your family or friends?
o Yes
o Mostly
o Sometimes
o No
10. According to you does the companies gain the brand value through online
shopping?
o Highly agree
o Agree
o Disagree
o Highly disagree
o Don’t know
47

A Project Report: G.S. College of Commerce & Economics (Autonomous), Nagpur

Uploaded by

Copyright:

Available Formats

A Project Report: G.S. College of Commerce & Economics (Autonomous), Nagpur

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Project Report: G.S. College of Commerce & Economics (Autonomous), Nagpur

Uploaded by

Copyright:

Available Formats

A Project Report

G.S. College of Commerce & Economics (Autonomous), Nagpur.

Rashtrasanta Tukdoji Maharaj Nagpur University, Nagpur.

In partial fulfilment for the award of the degree of

Bachelor of Business Administration

Shaikh Faraz Shaikh Ayyub

G.S. College of Commerce & Economics, Nagpur

Academic Year 2021-22

Academic Year 2021-22

Rashtriasant tukdoji Maharaj Nagpur University, Nagpur.

Dr. Aniruddha Akarte Dr. Afsar Sheikh

(Project Guide) (Co-ordinator)

Academic Year 2021-22

I here-by declare that the project with title CUSTOMER SATISFACTION

TOWARDS ONLINE SHOPPING’’ has been completed by me in partial fulfillment of

BACHELOR OF BUSINESS ADMINISTRATION degree examination as prescribed by

Shaikh Faraz Shaikh Ayyub

Academic Year 2021 – 22

completion of the project.

Shaikh Faraz Shaikh Ayyub

 Scope of the study 17-18

Amazon.com, Inc. is an American multinational technology company which focuses

As the world’s population is aging rapidly, baby boomers are

The threat of new entrants is considered to be low. It is easy for

Threat of Substitute Products

• To identify the impact of online shopping on the business of the organization.

• To determine the customers’ satisfaction towards the products as well as services of

• To identify the impact of online shopping on the improvement of customers'

• To suggest some future recommendation to the retail companies for implementing

H0: There is no significant difference between in overall satisfaction level of Amazon

H1: There is no significant difference between in overall satisfaction level of Amazon

SCOPE OF THE STUDY

DATA ANALYSIS &

Quantitative analysis helped the researcher to get the fresh

respondent to get the information. For the survey 100 random

1. What is your age group?

Response of respondents Percentage of Number of respondent

26 to 35 years old 34.6% 36

36 to 50 years old 10.6% 11

Total number of 100 104

Fig 1: the age group of respondents

2. What is your gender?

Response of the Percentage of Number of

Fig 2: gender group of the respondents

Response of the Percentage of respondent Number of respondent

Response of respondent Percentage of Number of respondent

Fig 4: frequency of using online shopping facility while purchasing products

Response of the year Percentage of respondent Number of respondent

Fig 5: Online shopping and comprehensive service to the customers

6. Do you think that online shopping is safe and secure?

Response of the respondent Percentage of Number of respondent

Fig 6: the security regarding online shopping

7.Why you prefer online shopping?

Response of the Percentage of Number of

Fig 7: the reason behind online shopping procedure

Response of the Percentage of respondents Number of respondents

Analysis: after that, researcher asked a question to know whether viable

9. Do you recommend online shopping to your family and friends?

Response of the Percentage of respondents Number of respondents