Analysis of Customer Satisfaction in Online Shopping Research Report

This report presents a research project examining online shopping and customer satisfaction. The introduction defines online shopping and highlights its increasing popularity. The data interpretation section analyzes survey responses across various themes, including awareness of online shopping, motivations for choosing it, elements contributing to customer satisfaction, and the impact of online shopping on customer satisfaction, modes of online shopping used, and the relationship between customer satisfaction and sales. The report also explores ways to measure customer satisfaction and the role of reviews and feedback in product improvement. The findings suggest that online shopping is preferred by many, with convenience and product variety being key drivers. Customer satisfaction is crucial, and companies should focus on meeting consumer needs and wants. The report concludes by emphasizing the importance of customer satisfaction for business success and provides relevant references.

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