Online Shopping and Customer Satisfaction

This presentation explores the concept of online shopping and its impact on customer satisfaction. It discusses the reasons why people choose online shopping, the elements that contribute to customer satisfaction, and the various modes of online shopping. It also examines how customer satisfaction can enhance sales and build a positive image for companies. The presentation includes references for further reading.

Research Project
TASK 3

Table of Content
 Introduction
 Data Interpretation
 Conclusion
 References

Introduction
Online shopping is consider as an electronic commerce which allow customers to directly
buy good and services from a seller on internet platform. As per current scenario, online
shopping has grown over the year because number of people are find it more easy and
convenient as well. Mainly, it includes buying products and services over the internet
which may influence and encourage customers towards the online goods. The main
advantage of online shopping save consumer time as they can easily purchase products
from hone and from office easily.

TASK 5
P5 Data Interpretation
Theme 1: Concept of online shopping
Q1) Are you aware about the concept of online
shopping?
Frequency
a) Yes 34
b) No 16
a) Yes b) No
0
5
10
15
20
25
30
35
Column B

Theme 2: Choosing online shopping
Q2) Why you choose online shopping? Frequency
a) Very convenient and time saving 22
b) Low Price 15
c) Product variant 13
a) Very convenient and time saving b) Low Price c) Product variant
0
5
10
15
20
25
Column B

Theme 3: Elements that contributes in
customer satisfaction
Q3) As per your concern what are the elements
that contributes in customer satisfaction?
Frequency
a) Accessibility 11
b) Navigation 14
c) Page load speed 10
d) Convenience and Product Quality 15
a) Accessibility
b) Navigation
c) Page load speed
d) Convenience and Product Quality
0
2
4
6
8
10
12
14
16
Column B

Theme 4: Online shopping improves
customer satisfaction
Q4) Does online shopping enhance customer satisfaction? Frequency
a) Yes 36
b) No 14
a) Yes b) No
0
5
10
15
20
25
30
35
40
Column B

Theme 5: Various modes of online shopping
Q5) What kind of different modes of online shopping you are
using?
Frequency
a) Mobile Applications 30
b) Websites 15
c) Pop ups 5
a) Mobile Applications b) Websites c) Pop ups
0
5
10
15
20
25
30
Column B

Theme 6: Customer satisfaction aid in
improving sales of marketing
Q6) Does customer satisfaction helps in increasing sales of
marketing?
Frequency
a) Yes 40
b) No 10
a) Yes b) No
0
5
10
15
20
25
30
35
40
Column B

Theme 7: Various ways of measuring
customer satisfaction
Q7) According to you what are the different ways of
measuring customer satisfaction?
Frequency
a) Survey customers 14
b) Assess the competition 11
c) Loyalty measurement 10
d) Taking Feedbacks 15
a) Survey customers
b) Assess the competition
c) Loyalty measurement
d) Taking Feedbacks
0
2
4
6
8
10
12
14
16
Column B

Theme 8: Customer satisfaction aid in
building a positive image
Q8) Does customer satisfaction helps in
building a positive image of company?
Frequency
a) Yes 38
b) No 12
a) Yes b) No
0
5
10
15
20
25
30
35
40
Column B

Theme 9: Reviews and feedbacks are helping
company in making improvements in
commodities
Q9) Does review and feedbacks of loyal customers
help in making improvements in products?
Frequency
a) Yes 32
b) No 18
a) Yes b) No
0
5
10
15
20
25
30
35
Column B

Conclusion
From the above report it has been evaluated that, nowadays' people are opting online
shopping instead of going to the outlets and purchasing goods and commodities. The
main reason behind this is that in online shopping customers get a variety of products
which makes easier for consumer of choosing product accordingly. Furthermore,
customer satisfaction is very important and company produce goods and services
accordance to consumers needs and wants. Therefore, if firm provides better services and
facilities than they can fulfil the requirements of consumers as a result, customer's
satisfaction can be fulfilled.

References
Wu, L., 2013. The antecedents of customer satisfaction and its link to complaint
intentions in online shopping: An integration of justice, technology, and trust.
International Journal of Information Management. 33(1). pp.166-176.
O. Pappas, I., G. and et. al., 2014. Moderating effects of online shopping experience on
customer satisfaction and repurchase intentions. International Journal of Retail
& Distribution Management. 42(3). pp.187-204.