A STUDY ON CUSTOMER INTENTIONS AND SATISFACTION TOWARDS SHOPPING ONLINE

MANAGEMENT

Online shopping refers to electronic commerce whereby consumers buy goods and services directly over the internet without any intermediaries anywhere. This process is called as a B2C business to consumer online shopping. When one business procures goods from another business online it's called as B2B business to consumer online shopping. Online customers must have access to a computer and a method of payment. It broadly includes consumer intention and refraining factors in shopping online where refraining refers to hindrances in shopping online. It facilitates the person to shop online round the clock and purchase any product effectively .The major problem in the online shopping lies in the credit card and other payment transactions which consumers does not trust as secure to traditional shopping. Hence the following study has been conducted to analyze not only the consumer preference towards shopping but also satisfaction towards shopping online. The objective of the study was to find preference of consumers while shopping online, evaluate the refraining factors towards shopping online and to find the satisfaction attained by customers shopped online and services required. The study was conducted over a period of one month with a sample size of 100 respondents covering college students and employees in Coimbatore. Simple random sampling is employed in this research and SPSS tools such as Percentage analysis, Graphical representations, One-way ANOVA and Correlation were used in analyzing the data. The study revealed that age has no influence on purchasing online. Gender has an influence in online purchasing behavior. Similarly there lies a relationship between amount spent and frustration in online shopping. Similarly age and gender has no influence on trust towards shopping online. Shoppers also expect features such as cash on delivery and an effective return policy. Consumers are more satisfied towards faster delivery and refund incase product not available. The study can also be conducted in different areas to ascertain the satisfaction of customers towards online shopping and factors refraining people to buy online.

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