Study on factors affecting satisfaction of customers towards online shopping in Kochi city

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Sony Varghese , M Nandhini


India has witnessed high growth rate in e-commerce industry which has significantly improved transaction over online platforms. Technological growth and customer experiences in these platforms are major factors for the growth hence e-commerce based customer satisfaction and service quality turns to be important. This paper explores factors on customer satisfaction by analysing customer needs during online shopping. Here, online shopper’s satisfaction, preferences and problems encountered during online shopping were studied. The result of this study illustrates transaction security, product cost, delivery time, product review, product quality, product return policy and grievance handling have significant implications on customer satisfaction towards online shopping in Kochi city.

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