“A STUDY ON CUSTOMER SATISFACTION TOWARDS SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN THRISSUR”

INTRODUCTION OF STUDY

Customer Satisfaction is defined as a measurement that determines how

happy customers are with a company’s products, services, and
capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to best improve or changes its
products and services. 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. 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.
Now a days, 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 other processes. In the retail industry online
shopping is known as ‘e-tailing’ or ‘electronic-retailing’.
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
through the process of online shopping, then the company will provide a
strong competition to the other strong companies in the business market.
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. Thus, online shopping is time consuming and
affordable for most of the people.

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN THRISSUR”

SCOPE AND IMPORTANCE OF STUDY

Online shopping now playing very important role in
everybody’s life especially elderly people, as well as people
with a very busy life schedule. It provides a very comfortable
service for its customers by being able to save them in personal
shopping cart and buy it later. This project focus mainly on how
covid-19 effects the shopping experience of individuals and
families in Thrissur.
RESEARCH PROBLEM

A study on “A STUDY ON CUSTOMER SATISFACTION TOWARDS

SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN
THRISSUR”

OBJECTIVES OF THE STUDY

To identify the factors influencing online shoppers and consumers. To

study the consumers level of satisfaction with regards to online shopping.
To determine the average spending and frequency of purchase over the
internet by a consumer.

RESEARCH METHODOLGY

Research methodology is the systematic, theoretical analysis of the

methods applied to a field of study. It comprises the theoretical analysis
of the body of methods and principles associated with a branch of
knowledge.

➢ POPULATION

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN THRISSUR”

Population is generally a large collection of individuals or objects based

on a scientific enquiry. It is for the benefit of the population that
researches are done. However, due to the large size of populations,
researchers often cannot test every individual in the population because it
is too expensive and time-consuming process. This is the reason why
researchers rely on sampling techniques. The population of the study is
infinite in nature. The nature and number of employees cannot be
predicted.

SAMPLING

When the population number is more than 500; it is better to select

sampling, which does not afford any basis for estimating the probability
that each item in the population has of being included in the sample. The
researcher applies a sampling method approach from 50 samples in which
first available data source can be used for the research without additional
requirements. It may prove to be effective during exploration stage of the
research area.

SAMPLING DESIGN

SIMPLE RANDOM SAMPLING

A simple random sample is a subset of a statistical population in which

each member of the subset has an equal probability of being chosen.
A simple random sample is meant to be an unbiased representation of a
group

DATA USED

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN THRISSUR”

Data collection plays a very crucial role in the statistical analysis. In

research there are different methods used to gather information, all of
which fall into 2 categories, i.e.; primary data, secondary data.

➢ PRIMARY DATA

Primary data is data originated for the first time by the researcher through
direct efforts and experience, specifically for the purpose of addressing
his research problem. Also known as the first hand data or raw data.
Primary data collection is quite expensive, as the research is conducted by
the organization or agency itself, which requires resources like
investment and manpower. The data collection is under direct control and
supervision of the investigator.

PRIMARY DATA TOOLS

• Questionnaire • Interview

➢ SECONDARY DATA

Secondary data implies second hand information which is already

collected and recorded by any person other than the user for a purpose,
not relating to the current research problem. It is the readily available
form of data collected from various secondary sources. It saves the cost
and time of the researcher. Moreover, the objective and the method
adopted for acquiring data may not be suitable to the current situation.

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS SPECIAL REFERENCE TO AMAZON ONLINE SHOPPING IN THRISSUR”

➢ SECONDARY DATA TOOLS

• Magazines • Journals • Company website

Here the researcher uses the primary data tool that is questionnaire, which
is given to the customers concerned with a request to answer the
questions and return the questionnaire.

TOOLS OF ANALYSIS

 Bar diagram
 Pie chart
 Line diagram
 Area diagram
 Column diagram

RESEARCH DESIGN

 DESCRIPTIVE RESEARCH
Descriptive research is defined as a research method that describes
the characteristics of the population or phenomenon that is being
studied. This methodology focuses more on the “what” of the
research subject rather than the “why” of the research subject. In
other words, descriptive research primarily focuses on describing
the nature of a demographic segment, without focusing on “why” a
certain phenomenon occurs. In other words, it “describes” the
subject of the research, without covering “why” it happens.

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PERIOD OF STUDY

• The time taken for the study is 3 weeks.

LIMITATIONS

 The area of Study is limited.

 Lack of Personal Interactions.
 Lack of Descriptive response from the respondents.
 Limited Time.

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