internal customer satisfaction leads to external customer satisfaction
Customer Satisfaction by on Line Shopping
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Transcript of Customer Satisfaction by on Line Shopping
Submitted by: Group 2
Kamal Sharma
Karan Wadhwa
Kartik Jain
Manisha SahniCustomer satisfaction in online shopping in India
RMM Assignment (PGDM-BFS)
INTRODUCTION
In the era of globalization and with the wonderful expansion of the Internet, various businesses have globalized their sales and marketing efforts for their products and services all through the net. Over the decades maximum business organizations have been providing various products like books, hardware, software, toys, household appliances etc to their customers through online. Online shopping is the process of buying and selling of the goods and services through online. It includes transferring of funds online, supply chain management, marketing over internet. It is the use of technology for better marketing performance. Through online shopping different type of business and organizations has gained a tremendous opportunity to increase their sale and to maintain a direct relationship with its customers. The increasing use of internet by the young generation in India provides an emerging prospect for online retailers. Unlike traditional marketing, online marketing has many advantages like global reach, availability of wide variety and cheaper products, 24X7 timing etc. If online retailers know the factors affecting Indian consumer’s buying behaviour they can further develop their marketing strategies to convert potential customers into active ones. Customer satisfaction is the key factor for customer retention and acquisition in online shopping system. Customer satisfaction with respect to online shopping is the extent to which customer’s perception of the online experience confirms their expectation.
SOURCES OF DATA
The primary data were collected with the help of a questionnaire framed keeping in view the objectives of the study. The questionnaire includes background details of the respondents and various information related to customer satisfaction regarding online shopping.
OBJECTIVES OF THE PAPER
The present study seeks to achieve the following objectives:
To analyse the satisfaction level of online customers of e-marketing. To investigate the major factors that has the maximum impacts on
customer satisfaction of e-marketing.
Figure above depicts the trend of online shopping in India
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Gender * How many hours
do you spend on internet in
a day?
73 100.0% 0 0.0% 73 100.0%
Gender * How many hours do you spend on internet in a day? Crosstabulation
Count
How many hours do you spend on internet in a day? Total
1 hour 2-3 hours more than 3
hours
never
GenderMale 4 13 21 3 41
Female 11 10 11 0 32
Total 15 23 32 3 73
Cross Tab of Gender with How many hours do you spend on internet in a day?
Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 8.807a 3 .032
Likelihood Ratio 10.014 3 .018
Linear-by-Linear Association 7.869 1 .005
N of Valid Cases 73
a. 2 cells (25.0%) have expected count less than 5. The minimum
expected count is 1.32.
T-testOne-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Gender 73 1.44 .500 .058
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the
Difference
Lower Upper
Gender 24.597 72 .000 1.438 1.32 1.55
ANOVA Table
ANOVA
Sum of Squares df Mean Square F Sig.
Which of the following can
best describe the reason to
visit online shopping
websites?-To get information
about all available online
products
Between Groups 1.422 2 .711 .850 .432
Within Groups 55.216 66 .837
Total 56.638 68
Which of the following can
best describe the reason to
visit online shopping
websites?-To know about
product design
Between Groups 3.104 2 1.552 3.095 .052
Within Groups 33.099 66 .501
Total 36.203 68
Which of the following can
best describe the reason to
visit online shopping
websites?-To find out prices
of the products
Between Groups 2.106 2 1.053 2.797 .068
Within Groups 24.851 66 .377
Total 26.957 68
Which of the following can
best describe the reason to
visit online shopping
websites?-To compare their
prices with available
competitive products
Between Groups .634 2 .317 .960 .388
Within Groups 21.801 66 .330
Total 22.435 68
Which of the following can
best describe the reason to
visit online shopping
websites?-To purchase
product
Between Groups 1.644 2 .822 1.480 .235
Within Groups 36.646 66 .555
Total 38.290 68
Which of the following can
best describe the reason to
visit online shopping
websites?-To get complete
information from websites
and to do shopping from
stores
Between Groups 2.096 2 1.048 .713 .494
Within Groups 96.977 66 1.469
Total 99.072 68
Statistics
Which products have you purchased
on line?-Books / CDs / DVDs
N Valid 36
Missing 37
Mean 1.00
Median 1.00
Mode 1
Std. Deviation .000
Variance .000
Range 0
Minimum 1
Maximum 1
Sum 36
Percentiles
25 1.00
50 1.00
75 1.00
Which products have you purchased on line?-Books / CDs / DVDs
Frequency Percent Valid Percent Cumulative
Percent
Valid 1 36 49.3 100.0 100.0
Missing 0 37 50.7
Total 73 100.0
How often do you visit online shopping portals? * Education Crosstabulation
Count
Education Total
Less than
graduate
Graduate Post graduate
How often do you visit online
shopping portals?
Less than Once a Month 0 4 2 6
Once a Month 4 13 1 18
2-3 Times a Month 0 13 3 16
Once a Week 0 4 12 16
2-3 Times a Week 0 4 4 8
Daily 0 2 3 5
Total 4 40 25 69
Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 30.778a 10 .001
Likelihood Ratio 31.992 10 .000
Linear-by-Linear Association 11.980 1 .001
N of Valid Cases 69
a. 12 cells (66.7%) have expected count less than 5. The minimum
expected count is .29.
Pie Chart: Partition of the sample on the basis of gender
Symmetric Measures
Age Value Asymp. Std.
Errora
Approx. Tb Approx. Sig.
Below 18Interval by Interval Pearson's R .d
N of Valid Cases 1
18 to 23
Interval by Interval Pearson's R .424 .082 2.812 .008c
Ordinal by Ordinal Spearman Correlation .469 .095 3.184 .003c
N of Valid Cases 38
24 to 30
Interval by Interval Pearson's R -.131 .165 -.745 .462c
Ordinal by Ordinal Spearman Correlation -.121 .169 -.689 .496c
N of Valid Cases 34
Total
Interval by Interval Pearson's R .098 .103 .831 .409c
Ordinal by Ordinal Spearman Correlation .137 .114 1.167 .247c
N of Valid Cases 73
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
c. Based on normal approximation.
d. No statistics are computed because How many hours do you spend on internet in a day? and Education are constants.
Chi-Square Tests
Age Value df Asymp. Sig. (2-
sided)
Below 18Pearson Chi-Square .b
N of Valid Cases 1
18 to 23
Pearson Chi-Square 11.521c 4 .021
Likelihood Ratio 13.670 4 .008
Linear-by-Linear Association 6.662 1 .010
N of Valid Cases 38
24 to 30
Pearson Chi-Square 3.939d 3 .268
Likelihood Ratio 5.098 3 .165
Linear-by-Linear Association .562 1 .453
N of Valid Cases 34
Total
Pearson Chi-Square 16.882a 6 .010
Likelihood Ratio 18.985 6 .004
Linear-by-Linear Association .694 1 .405
N of Valid Cases 73
a. 6 cells (50.0%) have expected count less than 5. The minimum expected count
is .16.
b. No statistics are computed because How many hours do you spend on internet in
a day? and Education are constants.
c. 7 cells (77.8%) have expected count less than 5. The minimum expected count
is .32.
d. 4 cells (50.0%) have expected count less than 5. The minimum expected count is
1.41.
One-Sample Test
Test Value = 0
t Df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the
Difference
Lower Upper
What is your satisfaction level
on the following aspects after
using the online service?-
Convenience
24.677 68 .000 1.739 1.60 1.88
What is your satisfaction level
on the following aspects after
using the online service?-
Delivery
27.411 68 .000 1.870 1.73 2.01
What is your satisfaction level
on the following aspects after
using the online service?-
Time saving process
18.069 68 .000 2.174 1.93 2.41
What is your satisfaction level
on the following aspects after
using the online service?-
Quality of product
33.130 68 .000 2.319 2.18 2.46
What is your satisfaction level
on the following aspects after
using the online service?-
Price
21.377 68 .000 1.797 1.63 1.96
What is your satisfaction level
on the following aspects after
using the online service?-
Security
22.524 68 .000 2.145 1.95 2.33
What is your satisfaction level
on the following aspects after
using the online service?-
After sales service
26.221 68 .000 2.768 2.56 2.98
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Feel insecure to do
online transaction
73 2.99 .935 .109
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Complete
information of the products
is not available
73 2.37 .874 .102
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Find it too
complicated to fill up online
forms
73 3.27 1.182 .138
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Salesman is not
available to guide
73 3.16 1.236 .145
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Risk of losing
personal information over
the internet
73 2.71 .993 .116
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Can not look and
feel the product
73 1.86 1.045 .122
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Delay in the delivery
despite fulfilling all expected
requirements
73 2.55 .708 .083
Which of the following
aspects do you feel are
disadvantages of shopping
online?-Quality of products
supplied is poor than
promised
73 2.85 .938 .110
Which of the following
aspects do you feel are
disadvantages of shopping
online?-No replacement of
substandard products
73 2.84 1.118 .131
Conclusions: On the basis of the present study concludes that online customers are satisfied. This research explicitly indicates that online marketer should give more importance on price factor and after sale factor. In this competition era all the online marketers should have to concentrate on the customer’s satisfaction to retain the existing customers and have to offer new scheme day by day to attract the new customers.