research paper on customer satisfaction towards online shopping

Customer Satisfaction Towards Online Shopping With Reference to Jalandhar City

International Journal of Management (IJM), Volume 11, Issue 2, pp. 36–47, February 2020

12 Pages Posted: 6 Apr 2020

Dr. Pratima Merugu

Assistant Professor, Gitam Institute of Management, GITAM (Deemed to be University), Visakhapatnam, India

Dr. Vaddadi Krishna Mohan

Professor of Marketing, Department of Commerce and Management Studies, Andhra University, Visakhapatnam, India

Date Written: March 11, 2020

Online Retailing (also Known as E-Retail) is q Web-Enabled interface allowing the retailer to sell products and services directly to their Customer. With the advancement in information technology and the growth of internet usage, the online retailing environment has undergone a metamorphosis and today it is the most preferred mode of shopping. Online/ internet shopping has become very popular in the areas of apparel, arts, and handicrafts, books, car rentals, computers and electronics, cosmetics and novelties, etc. Online retailing helps marketers to serve their customers quickly and more efficiently by offering a portfolio of products and services. Online retailing is becoming a popular tool to attract potential customers and retain the existing customer by delivering customer value. Furthermore, the availability of transaction data helps the retailers to analyse and interpret their target customers purchase behavior. It has become the most efficient way to offer valuable information. It is in this regard, a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater importance. The present study examines the satisfaction level of customers using online shopping services in Jalandhar city.

Keywords: Services Quality, Customer Satisfaction, Online Shopping, and Online Customers

Suggested Citation: Suggested Citation

Dr. Pratima Merugu Merugu (Contact Author)

Assistant professor, gitam institute of management, gitam (deemed to be university), visakhapatnam, india ( email ).

Rudraram Sangareddy

Professor of Marketing, Department of Commerce and Management Studies, Andhra University, Visakhapatnam, India ( email )

Visakhapatnam, Andhra Pradesh India

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Information & Contributors

Bibliometrics & citations.

• Ateş V (2021) The Affective Domain of E-Commerce Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business 10.4018/978-1-7998-8957-1.ch002 (19-39) Online publication date: 2021 https://doi.org/10.4018/978-1-7998-8957-1.ch002
• Ateş V (2020) The Affective Domain of E-Commerce Advanced MIS and Digital Transformation for Increased Creativity and Innovation in Business 10.4018/978-1-5225-9550-2.ch004 (77-103) Online publication date: 2020 https://doi.org/10.4018/978-1-5225-9550-2.ch004
• Lin C Chang Y (2018) The Application of IS Success Model on Continuous Intention and Information Sharing for Caller ID Apps Usage HCI in Business, Government, and Organizations 10.1007/978-3-319-91716-0_8 (91-105) Online publication date: 5-Jun-2018 https://doi.org/10.1007/978-3-319-91716-0_8

Index Terms

Computer systems organization

Dependable and fault-tolerant systems and networks

Embedded and cyber-physical systems

Embedded systems

Network properties

Network reliability

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New York, NY, United States

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• E-commerce website
• customer perceived value
• satisfaction
• Research-article
• Refereed limited

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A Study on Online Shopping Experience and Customer Satisfaction

The purpose of this study is to explore the influences of online shopping perceived benefits namely Convenience, Pricing and Wider Selection towards Online Customer Satisfaction and Word of Mouth. The data has been collected on convenience from 385 respondents who experienced at least one online shopping in the last year. Four hypotheses has been tested empirically with the help of Partial Least Square Structural Equation Modeling (PLS-SEM) and the results are significant. The results of the study state that convenience during the online shopping, wider alternatives for selection and low price significantly influence online customer satisfaction in Indian context.

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