Synopsis

Title of Project

Study of Customer Satisfaction towards Online Shopping

Statement of the Problem

The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge, as
customer either would not disclose or sometimes do not assess their satisfaction level clearly.
Many times the customer can not specify the reasons for his satisfaction.

Objective of the Study

 To know the customer satisfaction and loyalty towards online shopping.
 To identify the consumers’ expectations from online shopping portals
 To identify the factors considered by the consumer while shopping through e-portals
 To explore the challenges and opportunities for e-portals in India
 To identify and get insight into what main factors the online consumer takes into
consideration when purchasing online.

Company Profile
The e-commerce has transformed the way business is done in India. The Indian e-commerce market
is expected to grow to US$ 200 billion by 2026 from US$ 38.5 billion as of 2017. Much growth of
the industry has been triggered by increasing internet and smartphone penetration. The ongoing
digital transformation in the country is expected to increase India’s total internet user base to 829
million by 2021 from 560.01 million as of September 2018. India’s internet economy is expected to
double from US$125 billion as of April 2017 to US$ 250 billion by 2020, majorly backed by
ecommerce. India’s E-commerce revenue is expected to jump from US$ 39 billion in 2017 to US$
120 billion in 2020, growing at an annual rate of 51 per cent, the highest in the world.

Propelled by rising smartphone penetration, the launch of 4G networks and increasing consumer
wealth, the Indian e-commerce market is expected to grow to US$ 200 billion by 2026 from US$
38.5 billion in 2017 Online retail sales in India are expected to grow by 31 per cent to touch US$
32.70 billion in 2018, led by Flipkart, Amazon India and Paytm Mall.

During 2018, electronics is currently the biggest contributor to online retail sales in India with a
share of 48 per cent, followed closely by apparel at 29 per cent.

METHODOLOGY
The study covers the different aspects of Customer Satisfaction towards Online Shopping.
Questionnaire Design is prepared for the survey which will be conducted in Delhi Zone. Data will be
collected from customers by a personal interview. The research design used in this research
will be Exploratory Research Design.

Explanation of the Method

A Research Survey will be performed among 100 customers in Delhi Ncr. The sample covered the
different clients who have purchased the products online. The technique of Random Sampling
will be used in the analysis of the data. I personally contacted 100 respondents to get the
questionnaires filled. All possible efforts were made to gather information in some rational way to
remove biasness

No of Respondents
100

Location of Study
Delhi

Method to classify data

Primary Data
The primary source of data will be scheduled questionnaire

Secondary Data
The secondary source included brochures, annual reports, magazines, employee’s handbook,
magazines and journals
Method you will use to present the data
 Pie chart
 Bar diagram
 Text and statements

Chapterization Scheme
This research project consists of six chapters, excluding reference and appendices list. The
chapters are presented below.

CHAPTER 1 Introduction

CHAPTER 2 Objectives & Scope of Study

CHAPTER 3 Literature Review

CHAPTER 4 Research Methodology

CHAPTER 5 Data Analysis & Interpretation

CHAPTER 7 Conclusion and Suggestions

Bibliography

References
 American Customer Satisfaction Index (ACSI) (2003), available at:
www.theacsi.org/overview.htm

 Boyd, H.W., Walker, O.C., Mullins, J. and Larre´ che´, J-C. (2002), Marketing
Management, A Strategic Decision-Making Approach, McGraw-Hill/Irwin,
Columbus, OH.

 Brassington, F. and Pettitt, S. (2003), Principles of Marketing, 3rd ed., Prentice-

Hall/Financial Times, Englewood Cliffs, NJ.

 Czinkota, M.R. and Kotabe, M. (2001), Marketing Management, 2nd ed., South-
Western College Publishing, Cincinnati, OH.
  Czinkota, M.R., Cickson, P.R., Dune, P., Griffin, A., Hoffman, K.D., Hutt, M.D.,
Lindgren, J.H. Jr, Lusch, R.F., Ronkainen, I.A.,

 Sheth, J.N., Shimp, T.A., Siguaw, J.A., Simpson, P.M., Speh, T.W. and Urbany, J.E.
(2000), Marketing Best Practices, The Dryden Press, Fort Worth, TX.

 Daugherty, T., Li, H. and Biocca, F. (2003), “The role of virtual experience in
consumer learning”, Journal of Consumer Psychology, Vol. 13 No. 4, pp. 395-407.

 Dennis, C., Harris, I. and Sandhu, B. (2002), “From bricks to clicks: understanding
the e-consumer”, Qualitative Marketing Research, Vol. 5 No. 4, pp. 281-90.

QUESTIONNAIRE

Q1. Age Group

 20-30
 30-40
 40-50
 50-60

Q2. Gender

 Male
 Female

Q3. Are you aware about online shopping portals?

 Yes
 No

Q4. Do you buy products from online shopping portals?

 Yes
 No
Please rate the below from 1 to 5,

Where 1 means strongly agree, 2 means agree, 3 means neutral, 4 means disagree and 5 means
strongly disagree

Q5. I always buy products from online shopping portals

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
Q6. Online shopping is more convenient than physically shopping

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q7. Online shopping is secure and safe

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q8. Online shopping is cost effective

 Strongly Agree
 Agree
 Neutral
 Disagree
  Strongly Disagree

Q9. Online shopping is very entertaining & enjoyable

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q10. Online shopping offers ability to compare prices

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q11. Online shopping portal provides timely response

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q12. Online shopping portal offers good privacy level

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
Q13. I buy products from online portal due to its reputation in the online retailing market

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q14. Shopping via online portal always gives great web experience

 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree

Q15. Which of the following marketing factors attract you most towards online shopping?

 Product
 Promotion
 Price
 Delivery Method
 Return Policy
 Customer Service

Q16. Which of the following web element has a great impact on your purchasing decision regarding
online shopping?

 Convenience
 Site Navigation
 Information Architecture
 Site Speed
 Search Facility
 Ordering/Payment Process