A Study On Customer Satisfaction Towards Online Shopping In Retail Industry

Dr.V. Dhayalan; R. Chitraa; N.Lakshmi Narasimhan; Dr.Maran marimuthu; V.Manjula

doi:10.17051/ilkonline.2020.04.765074

Abstract
Online shopping is the biggest part of customer attraction as well as customer satisfaction. In this technological world, most of the companies use online shopping for satisfying the customer and for attracting more customers as well. This research paper is based on the topic of the impact of online shopping on improvising the customer satisfaction in the retail company. The focus of this research paper has been to identify the impact of online shopping on the retail business. Apart from this aim, the research paper also has some other aims such as to determine the customers satisfaction towards the products as well as services of the retail companies. The research study also aimed at identifying the impact of online shopping on the improvement of customer satisfaction in the retail companies. The researcher has used positivism philosophy, descriptive design, deductive research approach and primary data collection method for conducting the research. From the findings of the study, it could be evident that online shopping helps the organizations to enhance their business opportunity as well as it will help the organizations to enable more customer satisfaction in the organizational context. It has also been evident from the study that online shopping has numerous effects on business of the organization and as per the analysis, it can be referred that online shopping helps the organization to grow their business which will enable more financial benefit in the organizational context.

Key words: Online Shopping, Customer Satisfaction, Services, Retail Companies, Financial Benefit.

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