A Study on Customer Satisfaction towards Online Shopping with reference to WARANGAL

Abstract

This study IS focused to understand customer satisfaction in online shopping while investigating the major reasons that motivated customers’ decision-making processes as well as inhibitions of online shopping. The Kotler and Killers (2009) Five Stage Buying Process Model was chosen as the basis of framework of this study to explain customer satisfaction through their motivations to buy products online. The present literature was reviewed to discover reasons that would influence customers positively or negatively towards shopping online. Surveys were conducted by distributing questionnaires in the Telangana to gather data for this research. SPSS software package was used to present research data graphically and to test research hypothesis. From the findings, it was discovered that customers use internet to purchase products through online because they believe it is convenience to them specially during COVID-19.  In contrast, along with respondents’ mind-sets, online payment security, personal privacy and trust, unclear warranties and returns policies and lack of personal customer service are the foremost barriers of online shopping. Furthermore, the result of hypotheses established that even though online shopping is convenient to all consumers, online payment system and privacy or security anxieties have significant impact on online shopping. Finally, some recommendations have been offered for online retailers to take initiatives for making online shopping more admired and trustworthy.