DISSERTATION REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN INTERNATIONAL BUSINESS

Relationship between Website Attributes and Customer Satisfaction

FACULTY GUIDE
MS. SEEMA SAHAI
MBA-IB (2012-2014)

SUBMITTED BY
AKANSHA
MBA-IB A1802012341

AMITY INTERNATIONAL BUSINESS SCHOOL, NOIDA AMITY UNIVERSITY UTTAR PRADESH

ACKNOWLEDGEMENT

"It is not conceivable to set up a venture report without the help & support of other individuals. This one is surely no special case." On the exact beginning of this report, I might want to grow my true & sincere commitment towards my counselor who helped me in this attempt. Without the dynamic direction, help, collaboration & support, I might not have made progress in the task. I am greatly grateful and pay my appreciation to my workforce Ms. Seema Sahai, Employees of Friendship Global Business school Noida for her profitable direction and backing on fulfillment of this venture in its without further ado. I stretch out my appreciation to my school "Friendship Global Business School" for providing for me this good fortune.

CERTIFICATE OF ORIGIN

This is to ensure that Ms. Akansha, an understudy of Post Graduate Degree in M.b.aIB, Friendship Global Business School (A.i.b.s), Noida has worked for the "Exposition Report" under the capable direction and supervision of Ms. Seema Sahay, Employees of Friendship Worldwide Business school Noida. The period for which he was on preparing was for one month, beginning from sixteenth December 2013 to thirteenth Walk 2014. This exposition report has the essential standard for the fractional satisfaction the Post Graduate Degree in Universal Business. To the best of our learning no a piece of this report has been imitated from whatever possible report and the substance are dependent upon unique exploration.

Signature (MS. SEEMA SAHAI)

Signature (AKANSHA)

TABLE OF CONTENT

ABSTRACT INTRODUCTION RESEARCHOBJECTIVE LITERATURE REVIEW METHDOLOGY ANALYSIS FINDINGS RECOMENDATION & SUGESSTION CONCLUSION BIBLOGRAPHY ANNEXURE

05 06 10 11 15 18 37 38 39 40 41

ABSTRACT

. With a decision of numerous online store properties, retail chiefs are worried about which ascribes to incorporate and how to operationalize themas well as their effect on client fulfillment and unwaveringness. There is an absence of agreement in regards to online store properties and their classes, and there is extremely restricted experimental exploration with respect to their impact . This study examines the significant traits of online web stores in e-trade by looking at the conceivable site components that focus diverse parts of acquaintanceship between client's fulfillment and e-business site.. This study finishes up with related proposals and outline guidelines to enhancing client fulfillment of e-trade

INTRODUCTION Web is no more a specialty innovation. It is a broad communications and a completely vital a piece of cutting edge time. As lives get to be more cracked and disordered, it is not shocking that clients pull in to the unrivaled accommodation of a Web concerning seeking and purchasing item. The level of e-trade might be measured by utilizing an e-business ability pointer by Molla and Licker (2004): No e-trade demonstrates organization without email or Web association. Associated e-trade speaks to organization that has Web association and email. Enlightening e-trade demonstrates organization utilizing site to distribute fundamental data about the organization and its products/services in static way. Intelligent e-trade permits clients to inquiry the companys item inventory, make questions, and enter requests. Transactional e-trade permits internet offering and buying of products/services including online installment and client administration. E -business requisitions could be isolated into three classes. The principal is an arrangement of inside business where CRM and ERP frameworks are included in the sort. Second, the correspondence and collaboration in organizations, for example, CMS and web conferencing , and so on. Third, e-trade, including business -to-business e -trade and business-to- client e -business . Web shopping in this classification that was directed this study.

Nature of administration in the exchanging frameworks MASS Let " s perceive how clients rate the quality measurements of five administrations in the setting of electronic business . Tangibles allude to the structure , plan, and so forth of an e -business site and the" structure of the site. " Dependability "" representation accessible and shows important and fundamental through an e -trade framework data. Protection concerns alluded to as " security site webpage fitness " ,, for example, the administration of trust that could hold a great site. Notoriety of secure installment techniques , and so forth quick responsiveness and importance of the particular appeal " website reaction " is the reaction of sympathy inward clients know , by and by, as depicted in the proposals to help the client is known as a " customized Page " anyplace on the planet call

Client Fulfillment AND Administration QUALITY Client fulfillment alludes to the level offered to clients with the items or administrations of an organization are fulfilled . Procure great level of client fulfillment is an organization ought to be devoted to the most fulfilled clients and rehash buys are extremely critical. To enhance execution Web SHOPPING IN INDIA The pattern of web surfing is quickly expanding because of the expanded enthusiasm toward the utilization of the earth of e -business . Individuals visit sites e -trade to purchase , as well as for some different reasons basic and shrewd advertisers ought to center not just on expanding rates surf online transformation - to purchase, however should additionally endeavor attract consideration regarding catch online guests who wanted check to empower them, as stated by a customer. Numerous individuals feel that it is advantageous to assess items through inprofundity information through the web before purchasing a specific item. Thusly, ebusiness frameworks diminish the expense of the first phase of exploration data in the purchaser choice making methodology important . There are a few components because of progressions in the lifestyle of purchasers who have risen supported examination patterns and internet shopping in India. Some of these variables are absence of time, the need for accommodation and simple access to the wanted article.

CONCEPTUAL FRAMEWORK The point by point model is utilized within this study demonstrated in Figure 1, which is to analyze the relationship between the site and the outline components of client fulfillment in e-trade frameworks

Model to explain the elements of the site and the customer satisfaction : Figure 1

Elements of website design in the attitude of the customer Based on SERVQUAL e -commerce system

particularly Web structure - Customer satisfaction website adequacy Website Security answer Site Web personalization

This study guesses that some dependent upon site sizes of administration quality qualities has an effect on client fulfillment . H1 opportune conveyance has a huge association with client fulfillment . Item Data H2 has a huge affiliation with client fulfillment . SHIPPING satisafaction H3 has a huge affiliation with clients .

RESEARCH OBJECTIVES To determine the relationship between the site of the attribute and customer satisfaction To identify the attribute that most affects the customer satisfaction . To find the response of customers to shop online

Literature Review : A site has a few properties . Emerick (1995) distinguished " gathering of end clients " " The end-client data accumulation ", " administration utilization of the item / administration", " Item / Administration Acknowledged illustration and critical thinking "and " request " as characteristics of their Web vicinity Pages ( IPS) . Marrelli (1996) concentrates on operational ascribes to break down the site Zima ( Www.zima.com ) and showed as "e -mail reaction circle ", " mixed media characteristics Presentation "," web - Poll " , " reference assemblies "and" programming download amusement " a paramount part in the development of an intuitive web vicinity ( IPS ) . Lii , Lim and Tseng .(2004) recorded eight properties , alleged operational elements , including substance , magnetism, convenience Use , personalization, intuitiveness, investment in the online group , security and support Level . Burke (202 ) 31 capacities into four assemblies and notion research association used to rundown "must have" and properties "must have" . Notwithstanding the imperative measurements in internet shopping , Zeithaml , Parasuraman and Malhotra (2000 ) discovered a few other essential characteristics in the Nature. Ghose and Dou (1998), a rundown of 23 properties of IPS and arranged into five aggregations: " client administration", " statistical surveying " , " a particular decision Colleague "," publicizing / advancement / promoting "and" excitement. " Given the substantial number of conceivable traits, and the changing nature of Engineering that makes the new traits , at whatever point conceivable, it is not shocking that there is an absence of accord on "vital" and "discretionary" characteristics. Ghose and Dou utilize (1998) Grouping of traits of pages , the Table 1 shows the potential qualities through four sorts Locales - correspondence, diversion , data and transaction ( online store ) . A "X" demonstrates that a specific property is fairly in the sort (s) might be coordinated Site pages, yet space does not imply that the characteristic is not included in a specific sort Site. Case in point, be incorporated in the excitement rather quality of "play" Be that as it may, a few sites site data as www.electrolux.com likewise offer a few Diversions that could be things , regardless of the possibility that "amusements" is not an average trait Site for additional data.

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Table 1: Types of Websites and Typical Website Attributes Website Type Informa Entertain Transac Commu-tion -ment -tion nication Attribute (Online retail) Personal Choice Keyword Search X X X X Helper Recommendation My Account/File Dealer Location Virtual Reality Display Customer Support Software Downloading Online Problem Diagnostics E-form Inquiry Order Status Tracking Comment Feedback Site Survey Product Survey New-product Proposal Electronic Coupon Online Order Bulletin Board Chat Room Short Message Email Sweepstakes/prize Entertainment Banner ads. Games Surfer Postings E-card X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X

X X X X X X X X X

Marketing Research Advertising, Promotion and Publicity

X X X X X X X

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With such a large number of site credits to browse, Table 1 proposes that transaction (or online store) destinations are more inclined to incorporate certain sorts of traits. It likewise proposes that online stores are "characteristic rich" - possibly holding the most extreme number (16) of the 25 particular characteristics. It is additionally likely that online stores will vary not just on the amount of particular characteristics fused inside particular sites, additionally how a particular quality, for example, "client help" is operationalized. These varieties make critical tests for exploration on the impacts of distinctive qualities on client fulfillment and dependability. Interactivity as Key Attribute Intuitiveness, distinguished as one of the key size of sites, has accepted maybe the most consideration around site traits. While it is distinguished as a multi-dimensional develop (Dholakia et. al. 2001), assention is needing in regards to the number and specifics of intelligence sizes. Liu and Shrum (2002) analyzed a few on-line advertising apparatuses along three sizes of intuitiveness animated control, synchronicity and two-way correspondence and discovered online stores to be second just to "web group" on intelligence. Lii, Lim and Tseng (2004) recorded intelligence as one quality keeping in mind they neglected to focus the underlying component structure, they distinguished three variables - named "unwavering quality", "openness" and "characteristic upgrade" - that had an effect on operational adequacy and also web promoting execution. Endeavors to determine intelligence past its theoretical definitions (Liu and Shrum 2002; Zhao 2003) have prompted estimation of intelligence impacts in a mixed bag of settings. One of the early pioneers was Fortin (1997) who analyzed intelligence inside the setting of standard commercials as did Cho and Leckenby (1999).. At the site level, Wu (1999)focused on intuitiveness of diversion sites; Ha and James (1998) picked intelligence of businesswebsites; and Ghose and Dou (1998) mulled over intuitiveness of Web Vicinity Locales (Ipss). Raney et. al (2003) contrasted intelligent sites and different manifestations of stimulating sites onattitudes to auto brands, auto sites and buy plans. Likewise, Coyle andthorson (2001) and Wu (1999) exactly tried the impact of site intuitiveness on users'attitude at the s

Relationship between Store Qualities, Fulfillment, and Unwaveringness

Help for a positive fulfillment dependability relationship (Rust and Zahorik 1993) is likewise obvious for retail stores. Case in point, Bloemer and Ruyter (1998) have demonstrated that client fulfillment is a predecessor to store devotion while Bread cook Prewitt and Sivadas (2000) found that fulfillment decidedly influences store devotion through repurchase aims. Despite the fact that the criticalness of clients' length of store visit has been distinguished in both the scholarly world and practice, retailer devotion is essential measured through rehash support (e.g.

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Sivadas and Pastry specialist Prewitt 2000; Corstjens and Lal 2000). Morrison (2001), for instance, called attention to the part of store environment in client visit lengths; in any case, estimation troubles keep its operational utilization. Reliability to a site is like dedication to a retail store in the logged nature. In the nature, faithfulness is habitually measured as rehash visits to sites. It is doable, be that as it may, to measure behavioral stickiness regarding length of the time a client stays inside a site. Gillespie, et. al. (1999), keeping tabs on the cognitive part of devotion, characterized faithfulness to a site as the degree to which it draws in clients to stay at the site and to get clients to return for rehash visits. Crockett (2000) kept tabs on the behavioral part of faithfulness and contended that the two measurements of online steadfastness are (1) the amount of minutes guests stay at a site and (2)the recurrence with which they return.

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Observational research on connections between online store qualities and fulfillment and unwaveringness is constrained. While Bread cook (1986) and Bitner (1992) proposed classes of traits that effect shopper reactions to retailer signs, Eroglu, Machleit and Davis (2003) contend that thesetypologies don't effectively make as the online world. Rather, they separate prompts into high-taskand low-undertaking significant and endeavor to relate their impact on fulfillment interceded throughresponses, for example, delight and arousal. Additionally, Stop and Kim (2003) propose a particular idea of "data fulfillment" conceptualized as "a passionate response to the experience gave by the general data administration" (p. 18) which is affected by online properties such as "client interface quality", "item data quality" and so on. Constrained examination exists to help a positive relationship between intuitiveness and fulfillment (Rafaeli 1988; Rafaeli and Sudweeks 1997; Liu 2002; Liu and Shrum 2002; Dholakia et. al. 2001). Case in point, Liu and Shrum (2002) contended that each of the three measurements of intuitiveness - animated control, two-way correspondence, and synchronicity - are absolutely identified with client fulfillment since controllability prompts general mental prosperity, and two-way correspondence and synchronicity diminish the disappointment identified with holding up and feeling of disregarded. Liu (2002) exactly demonstrated the positive effect of intelligence on fulfillment in a nature's turf. The expositive expression audit above proposes that our learning in regards to online store properties and their belongings is as of now advancing. There is no accord in regards to store traits or the procedure by which they affect fulfillment and devotion. A percentage of the exploration have concentrated on interceding variables, for example, delight and arousal (Eroglu et. al 2002); others have utilized particular meanings of fulfillment, for example, data fulfillment which is unique from "general fulfillment that alludes to the buyers' general assessment." (Park and Kim 2003). The accompanying study is an endeavor to shed extra bits of knowledge into the connections between site properties and their consequences for client fulfillment and devotion utilizing optional information

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Research Methdology:

This study principally rely on the essential information however some auxiliary wellsprings of information were additionally counseled with the end goal of social affair foundation data supporting the study . This study is completed utilizing transaction destinations . in this study essentially four destinations are incorporate that are www.jabong.com , www.flipkart.com ,www.junglee.com , www.yebhi.com .

RESEARCH DESIGN : An exploration configuration is the determination and articulation of the for the most part research methodology or system embraced for the specific task . It is the heart of the arranging. Assuming that the outline holds fast to the exploration targets, it will guarantee that the customer need will be served

Exploration instrument will be poll technique . It will likewise hold exploratory exploration

Test In this examination focused on clients are between age amass 18 45 as client between this age gathering are relied upon to be all the more earnestly utilizing e trade

Pertinence OF THE PROJECT: the task helps in better understanding of the idea of ecommerce and its noteworthiness. it helps in uncovering out the impacts of online store characteristic on client reaction and fulfillment level ..

Limits OF THE PROJECT: all the data is not accessible and hence, is not included in the venture report. This may have influenced the discoveries. only four locales are incorporated for gathering the information

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Online

store

attribute

affecting

customer

satisfaction level
Rating A. Attribute Measures Ease of finding what you are looking for Selection of products Clarity of product information Prices relative to other online merchants Shipping charges Variety of shipping options Charges stated clearly before order submission Availability of product you wanted Order tracking On-time delivery Product met expectations Customer support B. Overall Measures Overall look and design of site Would shop here again Overall rating Overall look and design of the site Likelihood to buy again from this store Overall experience with this purchase at checkout after delivery after delivery Explanation How easily were you able to find the product your were looking for Types of products available How clear and understandable was the product information Prices relative to other web sites Shipping charges Desired shipping options were available Total purchase amount (including shipping/handling charges) displayed before order submission Product was in stock at time of expected delivery Ability to track orders until delivered Product arrived when expected Correct product was delivered and it worked as described/depicted Any post-purchase activity such as: questions, complaints, replacements, and returns Source

at checkout at checkout at checkout at checkout at checkout at checkout at checkout after delivery after delivery after delivery after delivery after delivery

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RESULT AND ANALYSIS

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Graphical representation
AGE OF RESPONDENT

Figure 1

INTERPRETATION:
As per survey 60 percent of respondent who are in the age group of 15-25 and 50 percent who are in the age group of 26-35 like to visit and do shopping from these online stores . It symbolises that consumer satisfaction level and buying behavior are influence more of affluent young group people and working population by online store .

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Gender

INTERPRETATION:
As per survey 64 percent male use to visit these websites where regarding 36 percent of female visit online stores

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PROFESSION

INTERPRETATION:
As per survey maximum population belongs to service class which is 47 percent people and 33 percent belong to business class and rest belong to unemployed and retired class. Where unemployed people mostly were housewifes and students . According to survey mostly service class people used to visit online store who used to have a regular monthly income .

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INCOME GROUP : - ( per month)

INTERPRETATION:
As per survey maximum population who used to visit online store are of the income group 30001-40000 which is 42 percent and this group basically belongs to same profession and age group which used to visit and influences most of consumer buying behavior and satisfaction level through online store . also shown in above figures

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Have you ever gone for shopping in a online store?

yes

no

10%

90%

INTERPRETATION:
As per survey there are only 3 percent people who had never been to departmental store or who dont like to visit departmental store where 97 percent of people like to visit online store

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2 How often do you use online portal for shopping?

once in a year once in 6 months once in 3 mnths once in a week

10%

20%

20%

50%

Interpretation
This survey shows that now a days customer are more convenient seeker and 50 % of customer do purchase product once in 6 months.. with the growing utilization of internet customers are looking more towards buying online

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3.If through website, which website you prefer

50 45 40 35 30 25 20 15 10 5 0

Interpretation As per the survey customer are buying more from flipkart as compared to 0ther sites as it offered large rang of product

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4.What do you like about the website you use

Chart Title
website information information intresting graphic design 10% 10% 30% 30% 10% 10% information comprehensive easy to find and use information speedy response

Interpretation
As per the growing use of online portals customers are more focused about the graphic design and ease to find and use information about product . customers get more affected by how your website assisting customer in finding product and how attractive website is

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5. Which factors influence you to choose a particular website over others?

Chart Title
service quality website accesiblity navigation wesite relablity design

20% 10% 30%

20% 20%

Interpretation
As per survey customers are more focused about the design as 30% of customers mpre preffered design of website while selecting website over other

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6.Do you find required product(s) in the online store?

yes no

15%

85%

INTERPRETATION:
As per survey 85 percent of people find their required product in online store where 15 percent people are not able to find their required product in online store

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7.Do you agree that online store is providing necessary information?

40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree

INTERPRETATION:
As per survey 40 percent people agree that online store is providing necessary information where as 30% percent strongly agrees ,10 percent are neutral ,20 percent are disagree and 0 percent strongly disagree

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8.Do you perceive that online store provide lower price range as compared to retail stores?
strongly agree agree neutral disagree strongly disagree

10% 30% 20%

10% 30%

INTERPRETATION:

As per the survey most of the people have either agreed or strongly agreed that online stores do offer lower price range. And also we can see that around 60% people are highly satisfied with the price renge offered by online stores

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.9.do you agree that the shipping charges are important offered by these site at the time of ordering?
very disagree 0% somewhat disagree 10% disagree 20% strongly agree 40%

somewhat agree 0%

agree 30%

Interpretation
As per this survey 40% of customers agree that shipping charges are very important.Indian Customers are price sensitive as well and they do consider the shipping charges . If shipping charges are very high then they prefer retail stores as compared to online stores .

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10. Do you agree that online store provide delivery service at promised time?
strongly disagree 10% strongly agree 20% disagree 20%

neutral 20%

agree 30%

INTERPRETATION:
As per the survey 30% people feel that departmental stores do provide service at promised time so there is not much scope of improving in this thing also as people are mostly satisfied with this service. online stores tend to deliver the services because of the intense competition prevailing in market now

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11.Do you agree the order tracking service when you have placed the order is important for customers?
strongly agree agree neutral disagree strongly disagree

10% 20% 40%

30%

INTERPRETATION:
Yes according to the survey online must offered tracking service to their customer. With the effect of emergence in organized online stores the customers are more conscious while ordering their product and this service has improved a lot over a period of time and is able to satisfy the emerging needs of the consumers.

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12. do you think Discounts and schemes offered in a online store are convincing?
strongly agree agree neutral disagree strongly disagree

20%

30%

20% 20%

10%

INTERPRETATION:

As per the results of the survey around 50% of the people have either agreed or strongly agreed that the schemes offered in online stores are convincing. So it is advisable for the departmental stores to promote this offering of discounts and schemes in their respective stores. It makes them feel that in future might be possible

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that they will not be able to find the product at the same price as they are able to get it now .

13..Does quality of product offered by online stores affect your buying decision and satisfaction level ?

100 80 60 40 20 0 yes no

INTERPRETATION:

This is very clear that quality of products affect the buying decision of the consumers a lot as 100% people clearly stated through their replies. So departmental stores cannot compromise on the quality part of its merchandise for sure.

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14.. Do you agree that the selection of products (quick view) should be important when you are using these site

40 35 30 25 20 15 10 5 0 strongly agree agree neutral disagree strongly disagree

INTERPRETATION:
Yes according to the survey online stores must include this aspect as important as the quality of product as 40% of the customers strongly agrees to its importance. With the effect of emergence in organized online stores the selection of product procedures has improved a lot over a period of time and is able to satisfy the emerging needs of the consumers.

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RESULTS AND FINDINGS

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FINDINGS
Graphic designs are very important for customers as its the first element of website that attracts the customer to visit that site and further proceed for purchase Customers are not ready to compromise in quality even after getting discounted product , they want good quality product form these stores Shipping charges also affect a lot customer buying decision and satisfaction level and if the site is offering high shipping charges customer would like to buy from retail stores rather than online stores Customer satisfaction level highly depend upon on time delivery of product as everthing goes well while purchasing product from online stores but if delivery of product is not within promised time customer do not prefferd to shop again from that website or may even switch to retail stores Discounts and schemes offered by website are also very important in attracting the customers and also affect a lot customer satisfaction level

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RECOMMENDATION AND SUGGESTION

online store ought to give more keep tabs on item quality in the store on the grounds that it impacts the shopper fulfillment level a great deal as no client is prepared to bargain with quality . online stores ought to keep tabs on time conveyance of item as it may prompt abnormal amount of satisafaction or it likewise conceivable that client get exceedingly disappointed because of this quality in light of the fact that it additionally recognized and demonstrate for the benefit of most paramount variables which impacts shopper fulfillment level . As we all now India is value touchy market so departmental store ought to work all the more on cost of the item which they are putting forth and it must offer easier value run as contrasted with retail stores . online store ought to have better mode of correspondence and promoting medium so that legitimate data is capable convey to the individuals . After deal administration ought to be enhanced by online stores . Online store ought to mre concentrate on their realistic outlines , how site speak to clients to produce more deals . Product collection in the store ought to think about the age and sexual orientation of the shopper and after that variety of the item ought to be carried out .

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online store ought to be more concentrated on rebates plan which they are putting forth .Discount plan ought to be additionally affecting with the goal that it impact buyer fulfillment in light of the fact that rebate makes the individual to purchase those which they don't require right now however they used to purchase it on the grounds that in future could be conceivable that they won't be capable get the same item in s .

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Conclusion
Purchasers, who are as news mindful as advertisers, were aware of the highly reported down turn in purchaser using. News shows and daily papers were not modest in letting us know about the droop in high road using and the drop in benefits at real retailers over the world. What's more it didn't go unnoticed, either through particular experience or the media, that India is a country in a developing measure of obligation, variables that have unarguably molded web using. When we endeavor to disaggregate the particular properties and their commitments we find that fulfillment is affected most by "on-time conveyance"; "item meeting expectations"and "client help" are likewise extremely vital. For faithfulness, "client help" is most vital emulated by "item meeting desires" and "on-time conveyance". "Accessibility of item needed" and "request following" are both noteworthy not as significant as different things appraised additionally after conveyance. Around the at-checkout characteristic evaluations, "charges expressed unmistakably before request compliance" is critical for both subordinate variables. "Clarity of item information"and "mixed bag of delivery choices" are not critical for either of the two ward variables. online store clients likewise need to comprehend the mixed bag of levels 1. They are issue solvers choosing what offer fulfills their needs. All retail exercises and advancements ought to in this way help the shopper to settle on a choice. 2. Shoppers look to lessen the danger of their buy. site need to give data, ensures and after deals administrations to diminish the observation of danger. 3. Shoppers will go looking for a mixed bag of reasons. The many-sided quality of the shopping outing ought to be clear . 4. There are number of demographic and different progressions which are having an effect on the examples of acquiring and utilization.

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Bibliography
http://www.ciadvertising.org/studies/reports/info_process/perceived_interactivity.htm WORKING PAPER SERIES (encouraging creative research) Effects of Online Store Attributes on Customer Satisfaction & Loyalty http://www.scribd.com/doc/86537313/Relationship-Between-Website-Attributes-andCustomer-Satisfaction http://www.business.uconn.edu/users/sulin/pom-ba.pdf www.jecr.org/sites/default/files/12_1_p05.pd

APPENDIX
AGE : 15-25 26-35 36-45 46-55 56- or more 41

Sex : o male o female PROFESSION o o o o Business Service Unemployed retired

INCOME GROUP ( per month ) o o o o BELOW 20000 20000-30000 30000-40000 Above 40000

1. Have you ever visit online store for shopping? o Yes o No 2. How often do you use online store for shopping? o Once in a year o Once in a 6 months o Once in a 3 months o Every month o Every week 3. If through website , which website you prefer? o www.flipkart.com o www.yebhi.com o www.jabong.com o www.junglee.com

4.

What do you like about the website you use? o The website contain the informationyou need o Information is comprehensive o Information is interesting o Information is easy to find and understand o Graphic design is attractive

5. Which factors influence to choose a particular website you use ? o Service quality o Navigation o design o Website accesiblity o Website reliability 42

6. Do you find the required product in online store? o Yes o no 7. do you agree that the online store is providing necessary information? o Strongly agree o Agree o Neutral o Disagree o Strongly disagree 8. Do you perceive that online store provide lower price range as compared to retail stores? o o o o o Strongly agree Agree Neutral Disagree Strongly disagree

9. do you agree that the shipping charges offered by these site are important at the time of ordering? o Strongly agree o Agree o Neutral o Disagree o Strongly disagree 10. Do you agree that online store provide delivery service at promised time? o Strongly agree o Agree o Neutral o Disagree o Strongly disagree

11. .Do you agree the order tracking service when you have placed the order is important for customers? o Strongly agree o Agree o Neutral o Disagree o Strongly disagree

12. .. Discounts and schemes offered in a online store are convincing? o Strongly agree o Agree o Neutral 43

o Disagree o Strongly disagree

13. Does quality of product affect your finding decision? o Yes o No 14. Do you agree that the selection of products (quick view) should be important when you are using these site? o Strongly agree o Agree o Neutral o Disagree o Strongly disagree

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