Date post: | 15-May-2017 |
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Demographics
Frequency Percentage
Gender Male 52 43.3 Female 68 56.7 Total 120 100Age 18-24 73 60.8 25-30 16 13.3 31-40 16 13.3 41-47 6 5.0
Above 48 9 7.5 Total 120 100Education Graduation 77 .8 Post- Graduation 42 35.0 Others 1 64.2 Total 120 100Annual Family Income
Below 4 Lakhs 11 9.2
4-8 Lakhs 66 55 8-12 Lakhs 30 25 12Lakhs and above 13 10.8 Total 120 100
SAMPLE PROFILE
Website Preferred
Name of E-tailer No. of Respondents PercentAmazon 8 6.7Ebay 1 .8Flipkart 65 54.2Jabong 29 24.2Myntra 14 11.7Yepme 1 .8Others 2 1.7Total 120 100.0
Graphical presentation of E-tailer preferred
Data Interpretation:54.2% of the respondent are using Flipkart, 24.2% of the respondent are using Jabong, 11.7% of the respondent are using Myntra, 6.7% of the respondent are using Amazon, 1.7% of the Respondent are using other E-Tailer and 0.8% of the respondent are using Ebay and Yepme.S
Mode of Payment No. of Respondents PercentCash on Delivery 68 56.7Debit Card 42 35.0Credit Card 6 5.0Net banking 2 1.7EMI 2 1.7Total 120 100.0
Graphical Presentation of payment
Data Interpretation:56.7% of the Respondent are using Cash on delivery, 35% of the respondent are using debit card, 5% of the respondent are using Credit card and 1.7% of the respondent are using Net Banking and EMI.
Statements Mean Score
Quick response to needs (L1) 3.8750
Provide communication channels (L2) 3.7250
Quick delivery of goods (L3) 3.5083
Providing after Services (L4) 3.3833
Providing modern computer & network facilities(W1) 3.3917
Providing well-structured information system (W2) 3.4417
Providing secure transaction (W3) 3.6083
Providing reliable output information (W4) 3.4750
Providing variety of goods (P1) 3.6333
Providing lower price for goods (P2) 2.9333
Provide detailed information of goods for homepage presentation(H1)
3.4417
Provide ease to use the interface (H2) 3.4167
Provide high degree of satisfaction (CS1) 3.5583
Confirmation of customer needs (CS2) 3.3750
Quick response to needs (L1)Responses No. of Respondents PercentStrongly Disagree (1) 1 .8Disagree (2) 0 0Neutral 3.00 16 13.3Agree 4.00 99 82.5Strongly Agree 5.00 4 3.3Total 120 100.0
Data Interpretation: 82.5% of the respondent are agree to quick response to needs, 13.3% of the respondent are neutral, 3.3% of the respondent are strongly agree and 0.8 of the respondent are strongly disagree .
(L2)Provide communication channels
Responses Frequency PercentStrongly disagree (1) 0 0Disagree (2) 3 2.5Neutral (3) 29 24.2Agree (4) 86 71.7Strongly Disagree (5) 2 1.7Total 120 100.0
Data Interpretation: 71.7% of the respondents are agree to provide communication channels, 24.2% of the respondent are neutral, 2.5% of the respondent are disagree and 1.7% of the respondent are strongly agree.
L3Quick delivery of goods
Responses No. of Respondent
Percent
Strongly Disagree (1) 0 0Disagree (2) 5 4.2Neutral (3) 56 46.7Agree (4) 52 43.3Strongly Agree(5) 7 5.8Total 120 100.0
Data Interpretation:
46.7% of the respondent are Neutral to quick delivery of goods, 43.3% of the respondent are agree, 5.8% of the respondent are
Strongly agree and 4.2% of the respondent are disagree.
L4Providing after service No. of
RespondentPercent
Strongly Disagree (1) 0 0Disagree (2) 11 9.2Neutral (3) 56 46.7Agree (4) 49 40.8Stronglyagree (5) 4 3.3Total 120 100.0
Data Interpretation:
46.7% of the Respondent are Neutral to Providing after service,40.8% of the respondent are Agree, 9.2% of the respondent are
disagree and 3.3% of the respondent are Strongly Agree
W1
Provide modern computer & network facilities
No. of Respondent
Percent
Strongly Disagree(1) 0 0Disagree(2) 9 7.5Neutral (3) 58 48.3Agree(4) 50 41.7Strongly Disagree 3 2.5Total 120 100.0
Data Interpretation:
48.3% of the Respondent are neutral to Provide modern computer & network facilities, 41.7% of the respondent are agree, 7.5% of
the respondent are Disagree, 2.5% of the respondent are Strongly agree
W2
Providing well-structured information system No. of Respondent
Percent
Strongly Disagree(1) 0 0Disagree (2) 4 3.3Neutral(3) 63 52.5Agree(4) 49 40.8
Strongly agree(5) 4 3.3Total 120 100.0
Data Interpretation:
52.5% of the respondent are neutral to Providing well-structured information system, 40.8 % of the respondent are Agree, 3.3% of the
respondent are Disagree, and 3.3% of the respondent are Strongly Agree.
W3
Providing Secure transaction No. of Respondent
Percent
Strongly Disagree(1) 1 .8Disagree(2) 2 1.7
Neutral (3) 50 41.7Agree(4) 57 47.5Strongly Agree(5) 10 8.3Total 120 100.0
Data Interpretation:
47.5% of the respondent are Agree to Providing Secure transaction, 41.7% of the respondent are Neutral, 8.3% of the respondent are
strongly Agree, 1.7% of the respondent are Disagree and 0.8% of the respondent are strongly Disagree.
W4Providing reliable output information No. of
RespondentPercent
Strongly Disagree(1) 1 .8Disagree(2) 2 1.7Neutral (3) 57 47.5Agree(4) 59 49.2Strongly disagree(5) 1 .8Total 120 100.0
Data Interpretation;49.2% of the Respondent are Agree to Providing reliable output information, 47.5% of the Respondent are Neutral, 1.7% of the respondent are Disagree and 0.8 of the respondents are Strongly agree and Strongly Disagree.
P1
Providing variety of goods No. of Respondent PercentStrongly Disagree(1) 0 0Disagree(2) 3 2.5Neutral(3) 48 40.0Agree(4) 59 49.2Strongly Agree(5) 10 8.3Total 120 100.0
Data Interpretation:
49.2% of the respondent are agree to Providing variety of goods, 40% of the respondent are Neutral, 8.35 of the respondent are
strongly Agree and 2.5% of the respondent are Disagree
P2Providing lower price for goods
No.of Respondent
Percent
Strongly Disagree(1) 3 2.5
Disagree(2) 48 40.0Neutral(3) 25 20.8Agree(4) 42 35.0Strongly Agree(5) 2 1.7Total 120 100.0
Data Interpretation:
40% of the Respondent are Disagree to Providing lower price for goods, 35% of the respondent are agree, 20.8% of the respondent are
neutral, 2.5% of the respondent are Strongly Disagree and 1.7% of the respondent are Strongly agree.
H1Provide detailed information of goods for home page presentation
No. of Responde
nt
Percent
Strongly Disagree(1) 1 .8Disagree(2) 3 2.5Neutral(3) 62 51.7Agree(4) 50 41.7Strongly Agree(5) 4 3.3Total 120 100.0
Data Interpretation:
51.7% of the respondent are Neutral to Provide detailed information of goods for home page presentation, 41.7% of the respondent are
agree, 3.3% of the respondent are Strongly Agree, 2.5% of the respondent are Disagree and 0.8 % of the respondent are strongly
Disagree
H2Provide ease to use the interface No. of
RespondentPercent
Strongly Disagree(1) 0 0
Disagree(2) 6 5.0Neutral (3) 60 50.0Agree (4) 52 43.3Strongly Agree(5) 2 1.7Total 120 100.0
Data Interpretation;
50% of the Respondent are Neutral to Provide ease to use the interface, 43.3% of the Respondent are Agree, 5% of the respondent
are the Disagree and 1.7 of the respondent are Strongly agree
CS1Provide high degree of satisfaction
No. of responde
nt
Percent
Strongly Disagree(1) 1 .8Disagree(2) 0 0Neutral(3) 53 44.2Agree (4) 63 52.5Strongly Agree(5) 3 2.5Total 120 100.0
Data Interpretation:
52.5% of the respondent are Agree to Provide high degree of satisfaction, 44.2% of the respondent are Neutral, 2.5 of the respondent
are Strongly Agree and 0.8 of the respondent are Strongly Agree.
CS2Confirmation of customer needs No. of
RespondentPercent
Strongly Disagree (1) 0 0Disagree (2) 6 5.0Neutral (3) 64 53.3Agree (4) 49 40.8Strongly Disagree (5) 1 .8
Total 120 100.0
Data Interpretation:53.3% of the Respondent are Neutral to Confirmation of customer needs, 40.8% of the Respondent are Agree, 5% of the respondent are Disagree and 0.8% of the respondent areStrongly AgreeS
CORRELATION BETWEEN FACTORS INFLUENCING ONLINE SHOPPING AND CUSTOMER SATISFACTION
The table below exhibits the results of Pearson’s correlation between various factors influencing
Correlation between various factors and customer satisfactionWebsite
CharacteristicsLogistical support
Product characteristics
Homepage
Customer Satisfaction
Pearson Correlation
.426** .398** .445** .339**
Sig. (2-tailed) .000 .000 .000 .000**. Correlation is significant at the 0.01 level (2-tailed).
Data Interpretation;To measure the effect of various factors of online shopping and customer satisfaction, Pearson Correlation was employed. The
findings are summarized in table above. The analysis indicated that there exists a positive relationship between Website
Characteristics and customer Satisfaction i.e. .426 at significance level of 0.01. This implies that respondents feel that webpage
should be is user friendly and easy to operate. The analysis also pointed that Logistical Support, product characteristics and homepage
are positively related to customer satisfaction i.e. .398, .445 and .339 respectively at significance level of 0.01. Findings confirm the
study by Harvard Business Review (march-April 1996) which asserted that purchasing in product characteristics and home page
enhances the visual appeal and attract users propensity to buy online
Finding
The research suggested that respondent prefer online shopping. Finding suggested that
majority or respondent are use flipkart for shopping but after filpkart most preferred
website is jabong.com on the basis of logistical support filipkart is better than any other
website