A STUDY

ON

"CUSTOMER SATISFACTION OF ROYAL ENFIELD AMONG THE

BCOM STUDENTS OF JB COLLEGE, JORHAT DISTRICT "

A project work Submitted in the partial fulfilment of the requirement for

the award of the degree in

Bachelor of Commerce

2023-2024

Submitted by

AYUSH

NIMODIA

B.COM 6th Semester

2023155

Jagannath Barooah College, JORHAT, ASSAM

 CERTIFICATE

This is to certify that the project work entitled “THE CUSTOMER SATISFACTION
TOWARD ONLINE SHOPPING AMONG THE STUDENTS OF JB COLLEGE, JORHAT
DISTRICT” . Written and submitted by Sarif ali khan, 6th Semester Department of
Commerce Jagannath Barooah College (An Autonomous College Affiliated to Dibrugarh
University) towards partial fulfilment of the degree Bachelor of Commerce in Business
Research Methods & Project Work is a genuine record of research perform by him under
my supervision and guidance.

This dissertation or any part of it has not been submitted to any other university or institution
for any degree.

Date: Rajlaxmi bordoloi

Place: JORHAT ASSOCIATE PROF. (dept.of commerce)

JB COLLEGE (Autonomous)
 DECLARATION

I "SARIF ALI KHAN" hereby declare that the project report entitled “THE CUSTOMER
SATISFACTION TOWARD ONLINE SHOPPING AMONG THE STUDENTS OF JB
COLLEGE, JORHAT DISTRICT” has been done under the supervision of Dr. RAJLAXMI
BORDOLOI, Associate Professor, Department of Commerce and submitted to fulfil of
requirement for award of degree in Bachelor of Commerce (B.COM). It is an original
research work undertaken by me purely as a part of my academic curriculum and has not
been subject to any kind of publication till date, either in part or whole.

Date:

Place: JORHAT SIGNATURE OF THE CANDIDATE

 ACKNOWLEDGEMENT

Its gives a huge pleasure in bringing out this project work entitled” “A STUDY ON
CUSTOMER SATISFACTION TOWARD ONLINE SHOPPING, JORHAT ASSAM”
taken up during my final year BCOM degree course.

I am thankful to JAGANNATH BAROOAH COLLEGE [AUTONOMOUS] for

including project work in the course curriculum, which is not only cleared our concept but
also gave the scope to work on the partial aspects.

I am thankful to my mentor RAJLAXMI BORDOLOI for her valuable guidance during the
preparation of this project work.

Last but not least I would like to thank my friends and all other respondents for co-operating
with me in this work during my study and making this a successful one.

Sarif ali khan

B.COM 6th Semester

Jagannath Barooah College

Jorhat
 LIST OF FIGURE
FIGURE NO. FIGURE NAME
2.1 Showing the gender profile of respondents.

2.2 Showing the age wise classification of respondent.

2.3 Showing the monthly income of respondent.

2.4 Showing the hours spent on browsing.

2.5 Showing factor influencing online shopping.

2.6 Showing shopping site use more by respondents.

2.7 Showing frequency of by online product.

2.8 Showing how quickly order fulfilled and shipped.

2.9 Showing the importance of free shipping on online shopping.

2.10 Showing the importance having multiple payment option.

2.11 Showing satisfaction with the accuracy of product description.

2.12 Showing satisfaction with the packaging and condition of the

product received.

2.13 Showing the satisfaction level of customer service.

2.14 Showing whether any difficulties or issue faced on online shopping.

2.15 Showing how quickly were the issue resolved by customer support
team.
2.16 Showing the rating of customer about quality of the product
received.
 INDEX
CHAPTER NO. TOPIC Page.no
INTRODUCTION
1.1 Introduction
1.2 Research objective
1.3 Significance of study
1-4
1.4 Limitation of the
study
1.5 Research
methodology
DATA ANALYSIS AND 5-22
INTERPRETATION
2.1 Analysis and
interpretation of data
FINDING AND 23-25
CONCLUSION
3.1 Finding
3.2 Suggestion
3.3 Conclusion
BIBLIOGRAPHY 26-28
QUESTIONNAIRE
 CHAPTER -1
INTRODUCTION

1
1.1 INTRODUCTION

A customer is a person, organization, or entity that purchases goods or services from a seller
or supplier. Customers are the end-users of products and services, and they are essential to
the success of any business. They play a critical role in shaping a company's reputation and
bottom line, and their satisfaction is often the primary measure of a business's success. In a
broader sense, customers can also refer to the target audience or demographic that a business
is trying to attract or serve.

Online shopping is a form of electronic commerce which allows the consumer to buy a
product or service from different seller over the internet by using a web browser or a mobile
app. Consumer can easily find any product by visiting the retailer website directly or by
searching the product in different online shopping mobile app which display the same
product availability and pricing at different e-retailer, and also provide the description of the
various product which help the customer in their buying decision of any product. Now a days
online shopping is very easy way to shop online, customer can shop online by using different
electronics device including smartphones, desktop computers, laptops , and tablets.

An online shop evokes the physical analogy of buying products or services at a regular
“bricks-and –mortar” retailer or shopping center; the process is called business-to–consumer
(B2C) Online shopping. In the case where a business buys from another business, the process
is called business-to-business (B2B) online shopping. A typical online store enables the
customer to browse the firm’s range of products and services, view photos or images of the
products, along with information about the product specifications, features and prices.

Online stores usually enable shoppers to use “search” features to find specific models, brands
or items. And also provide various payment method to the online customer in order to
complete the transaction such as UPI, Wallet, debit /credit card net banking etc. for physical
product such as cloth, Jewellery & accessories or electronic product the e-retailer shipped the
product to the customer. For digital product such as digital audio file, digital book the e-
retailer usually send the file to the customer over the internet. The largest of these online
retailing corporations

2
Online shopping has become a popular way for consumers to purchase product & services
however ,the rise in the popularity of online shopping has also led to a rise in competition
among online retailer in order to maintain their market share online retailers need to focus on
customer satisfaction.

1.2 RESEARCH OBJECTIVE

1) To know the customer satisfaction and awareness about online shopping in the
selected area of the study.
2) To know the factors influencing customer towards on line shopping in the selected
area of the study.

1.3 Significance of study

The study give significant importance to find the factor that influence customer buying
decision to shop online. To know the customer preferences . To know the customer
satisfaction and purchase intention through online shopping.

1.4 limitation of the study

Some of the limitation which I had face during preparing this project report are as follows :-

 The time period that was allocated to me for conducting this study was only 2 months.
Which was not enough for conducting through research on a considerable scale and
using various tools.
 Data will be collected through questionnaire method and as a result information is
subject to individuals bias.
 As the sample size of the population is just 100 its not possible to give proper and
accurate picture about the project.

1.5 MATHODOLOGY
RESEARCH DESIGN

 Descriptive research:- In the present study descriptive analysis has been

carried out, to study customer satisfaction toward online shopping.

3
SAMPLING DESIGN

A sampling design is a definite plan for obtaining a sample from given population. It
refers to the technique or to procedure the researcher adopts in selecting items for the sample.
The following factors need to be decided within in the sample design:

 Universe of the study:- The universe of the study included respondents

with reference to bcom 6th semester students of JB college Jorhat.
 Sample size:- Sample size is the number of elements to be included in a
study. In bcom 6th semester ,total number of students is 180, 80 were set
aside because of not sufficient number of answers,100 forms were
processed.
 Sampling techniques:- The sampling techniques used in the study is
convenient random sampling.

TECHNIQUES OF DATA ANALYSIS

The following statistical tools are used in this study for the purpose of analysis:

 Simple percentage analysis

 Pie chart
 Bar graph

DATA COLLECTION METHOD

The task of data collection begins after a research problem has been defined and research
design plan checked out. While deciding about the method of collection of data to be used for
the study two types of data should be kept I mind i.e Primary and Secondary . For the study
both primary and secondary data were collected.

Primary data:- The primary data used in the study through questionnaire method.

Secondary data:- The secondary data is collected from various sources such as book
,journal, magazine, websites etc.

SAMPLE TYPE:

Sample design is made with -

● A brief descriptive introduction of the study it includes objective , significance ,

limitation of the study.
● Methodology. Data collection instruments, methods of data collection, research
design, time period to complete the given project all these points are explained.
● Data analysis and interpretation.
● Findings, conclusions and suggestions of the study.

4
 CHAPTER-2
DATA ANALYSIS AND
INTERPRETATION

5
2.1 ANALYSIS OF DATA
All the information collected from the sample respondents is analyzed and the results are
presented. The analysis are relate to customer satisfaction towards online shopping ,Various
factors influencing their purchase and their opinion regarding the products price, quality etc ,
and the after sale services .Data collection for this study was done basically through the usage
of questionnaire. targeted a small population of only 100 people and distributed the
questionnaire among the

Table 2.1 Showing the gender profile of respondents.

GENDER NO. OF RESPONDENT PERCENTAGE

MALE 60 60%
FEMALE 40 40%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.1 Showing the gender profile of respondents.

70%

60%
60%

50%

40%
40%

30%

20%

10%

0%
male female

6
INTERPRETATION

The above graph shows the among 100 respondent, 60% are males and the rest 40% are
female.

Table 2.2 Showing the age wise classification of respondent.

AGE NO. OF RESPONDENTS PERCENTAGE

17-20 10 10%
20-23 75 75%
ABOVE 23 15 15%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.2 Showing the age wise classification of respondent.

10%
15%

75%

17-2020-23above 23

INTERPRETATION

The above graph shows that out of 100 respondents 10% belonging to the age group of 17-
20, 75% belonging to the age group of 20-23 and 15% above 23.

7
Table 2.3 Showing the monthly income of respondent.

MONTHLY INCOME NO. OF RESPONDENTS PERCENTAGE

1000-10000 45 45%
10001-20000 15 15%
ABOVE 20001 10 10%
NOT YEARN YET 30 30%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.3 Showing the monthly income of respondent.

30%
45% 1000-10000
10001-20000

10% ABOVE 20001

15%NOT YEARN YET

INTERPRETATION

The above graph show that out of 100 respondents 45% had an income of 1000-10000 , 15%
had an income of 10000-20000, 10% had an income less than 50000, and 30% of them are
not earn yet as all of them are student.

8
Table 2.4 Showing the hours spent on browsing.

HOURS SPEND ON NO. OF RESPONDENTS PERCENTAGE

BROWSING

LESS THAN 1 HOURS 20 20%

1 HOUR 35 35%
2 HOUR 25 25%
MORE THAN 2 HOURS 20 20%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.4 Showing the hours spent on browsing.

20% 20%

25%
35%

less than 1 hours1 hours2 hoursmore than 2 hour

INTERPRETATION

The above graph shows that out of 100 respondent, 20% spend less than on hours for
browsing, 35% spend one hours, 25% spend two hours and 20% spend more than two hours
browsing.

9
Table 2.5 Showing factor influencing online shopping.

FACTOR INFLUENCING NO. OF RESPONDENTS PERCENTAGE

LOW PRICE 36 36%

QUALITY 22 22%
TIME SAVING 38 38%
FREE SHIPPING 4 4%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.5 Showing factor influencing online shopping.

40%

38%
35% 36%
30%

25%

20% 22%

15%

10%

5%
4%
0%
Low price Quality Time saving Free shipping

INTERPRETATION

The above graph shows that out of 100 respondents 36% of them are influenced because low
price of product, 22% influence because quality of the product, 38% of them influence
because time saving and only 4% of them influence because free shipping.

10
Table 2.6 Showing shopping site use more by respondents.

SHOPPING SITE NO. OF RESPONDENTS PERCENTAGE

AMAZON 20 20%
FLIPKART 54 54%
MYNTRA 15 15%
NOT A PARTICULAR ONE 11 11%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.6 Showing shopping site use more by respondents.

11%
20%
Amazon
15%
Flipkart Myntra
Not a particular one

54%

INTERPRETATION

The above graph shows that out of 100 respondent 20% of them use Amazon for their online
shopping, 54% use Flipkart, 15% use Myntra and 11% not use a particular one site for online
shopping.

11
Table 2.7 Showing frequency of by online product.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

DAILY 3 3%
SEVERAL TIME A WEEK 6 6%
ONCE A WEEK 10 10%
SEVERAL TIMES A 35 35%
MONTH
ONCE A MONTH 46 46%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.7 Showing frequency of by online product.

3 %6%
10%
Daily
46% Several time a week Once a week

35%
Several times a month
Once a month

INTERPRETATION

The above graph shows that out of 100 respondents 46% of them buy product once a month,
35% of them buy product several times in a month, 10% of them buy product once a week,

6% of them buy several time a week and 3% buy product daily.

12
Table 2.8 Showing how quickly order fulfilled and shipped.

PARTICULAR NO. OF RESPONDENT PERCENTAGE

VERY QUICKLY 10 10%

SOMEWHAT QUICKLY 50 50%
NEUTRAL 35 35%
SLOWLY 5 5%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.8 Showing how quickly order fulfilled and shipped.

5% 10%

Very quickly
35% Somewhat quickly Neutral
Slowly

50%

INTERPRETATION

The above graph shows that out 100 respondents 50% of them says that the order shipped
and fulfilled somewhat quickly,35% of them neutral, 10% of them very quickly and 5% of
them say slowly.

13
Table 2.9 Showing the importance of free shipping on online shopping.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

VERY IMPORTANT 54 54%

SOMEWHAT IMPORTANT 20 20%
NEUTRAL 24 24%
NOT IMPORTANT AT 2 2%
ALL
Total 100 100%
(Source: Primary Data)

Figure 2.9 Showing the importance of free shipping on online shopping

54%

24%
20%

2%
VERY IMPORTANT SOMEWHAT NEUTRAL NOT IMPORTANT AT ALL
IMPORTANT

14
INTERPRETATION

The above information says that 54% of the respondents agreed that the free shipping is very
important, 20%of them are somewhat important, 24% are neutral and only 2% of them are
say not important at all.

Table 2.10 Showing the importance having multiple payment option.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

VERY IMPORTANT 60 60%

SOMEWHAT IMPORTANT 18 18%
NEUTRAL 12 12%
NOT IMPORTANT AT 10 10%
ALL
TOTAL 100 100%
(Source: Primary Data)

Figure 2.10 Showing the importance having multiple payment option.

60%

18%
12% 10%

VERY IMPORTANT SOMEWHAT NEUTRAL NOT IMPORTANT AT

IMPORTANT ALL

15
INTERPRETATION

The above graph says that 60% of the respondent agree that having different payment option
is very important , 18% of respondent says somewhat important, 12% says that neutral and
10% of them say not important at all.

Table 2.11 Showing satisfaction with the accuracy of product description.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

VERY SATISFIED 23 23%

SOMEWHAT SATISFIED 54 54%
NEUTRAL 23 23%
DISSATISFIED 0 0%
TOTAL 100 100%
(Source: Primary Data)

Figure 2.11 Showing satisfaction with the accuracy of product description.

16
 Very satisfied Somewhat satisfied Neutral Dissatisfied

0%

23% 23%

54%

INTERPRETATION

From the above information we can understand that 23% of them are very satisfied , 54% of

them are somewhat satisfied, 23% of them are neutral and none of them are dissatisfied.

Table 2.12 Showing satisfaction with the packaging and condition of the
product received .

PARTICULAR NO. OF RESPONDENT PERCENTAGE

VERY SATISFIED 30 30%

SOMEWHAT SATISFIED 42 42%
NEUTRAL 27 27%
DISSATISFIED 01 01%
TOTAL 100 100%
(Source: Primary Data)

17
Figure 2.12 Showing satisfaction with the packaging and condition of the
product received.

1%
27% 30%
Very satisfied
Somewhat satisfied Neutral
Dissatisfied

42%

INTERPRETATION

From the above information we can understand that 30% of them are very satisfied with the
packaging and condition of the product received , 42% of them are somewhat satisfied, 27%
of them are neutral and 1% of them are dissatisfied.

Table 2.13 Showing the satisfaction level of customer service.

PARTICULAR NO. OF RESPONDENT PERCENTAGE

VERY SATISFIED 22 22%

SOMEWHAT SATISFIED 42 42%
NEUTRAL 30 30%
DISSATISFIED 06 6%
TOTAL 100 100%

(Source: Primary Data)

18
Figure 2.13 Showing the satisfaction level of customer service.

6%
22%

30%

42%

Very satisfiedSomewhat satisfiedNeutralDissatisfied

INTERPRETATION

From the above information we can understand that 22% of them are very satisfied with the
customer service provide on online shopping , 42% of them are somewhat satisfied, 30% of
them are neutral and 6% of them are dissatisfied.

Table 2.14 Showing whether any difficulties or issue faced on online

shopping.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

YES 64 64%
NO 36 36%
TOTAL 100 100%

(Source: Primary Data)

19
Figure 2.14 Showing whether any difficulties or issue faced on online
shopping.

36%
Yes
No

64%

INTERPRETATION

The above graph shows that out of 100 respondent 64% of them are face difficulties on online
shopping and rest 36% don’t face any difficulties on online shopping.

Table 2.15 Showing how quickly were the issue resolved by customer
support team.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

VERY QUICKLY 13 13%

SOMEWHAT QUICKLY 37 37%
NEUTRAL 30 30%
SLOWLY 20 20%
TOTAL 100 100%
(Source: Primary Data)

20
Figure 2.15 Showing how quickly were the issue resolved by customer
support team.

40%

35%

30%

25%

20%
37%
15% 30%

10% 20%

5% 13%

0%
Very quickly Somewhat quickly Neutral Slowly

INTERPRETATION

The above graph shows that out of 100 respondent 13% of them are says that the issue were
resolved very quickly, 37% of them say somewhat quickly, 30% of them says neutral and
20% of them say slowly.

Table 2.16 Showing the rating of customer about quality of the product
received.

PARTICULAR NO. OF RESPONDENTS PERCENTAGE

1 (VERY POOR) 1 1%
2 1 1%
3 34 34%
4 52 52%
5 (EXCELLENT) 12 12%

21
 TOTAL 100 100%
(Source: Primary Data)

Figure 2.16 Showing the rating of customer about quality of the product
received.

52%

34%

12%
1% 1%
1 (VERY POOR) 2 3 4 5 (EXCELLENT)

INTERPRETATION

The above graph shows that on a scale of 1-5 about the quality of the product customer rate
1% on 1 ( very poor), 1% on 2, 34% on 3 ,52% on 4 and 12% rate on 5(excellent).

22
 Chapter-3

FINDINGS, SUGGESTIONS AND

CONCLUSIONS

23
3.1 FINDINGS
On an analysis and evaluation of the data collected from the respondent , the following
finding were arrived-

1. Among the 100 sample respondents, majority of the respondents were male (60 % ).
2. Among 100 sample respondents ,majority of the respondents belongs to the age
group of 20-23 i.e. 75% .
3. Out of the total respondent majority belongs to income level 1000-10000 (45%).
4. Majority of the respondents use Flipkart for online shopping and do purchase from
online once in a month and spent 1 hours in browsing.
5. The main factor influencing majority of the respondents on online shopping is the
time saving.
6. For Majority of the respondents free shipping , having multiple payment option is
very important.
7. Majority of the respondent somewhat satisfied with the accuracy of the product
description.
8. Majority of the respondent somewhat satisfied with the packaging and condition of
the product received .
9. Most of the respondents sometimes find difficulties on online shopping.
10. The customer are somewhat satisfied with the customer service.
11. The customer issue were somewhat quickly resolved.

3.2 SUGGESTION

 In the new era of technological gradation more initiative should be given to online
shopping.
 People generally consider price while purchasing product so the company should
emphasize on competitive price.
 The website of online shopping should be more user friendly..
 Online seller should more concern about delivery charge and delivery time . they can
make it easier , quicker, and reliable so that consumer can enjoy online shopping
experience.

3.3 CONCLUSION

Online shopping is becoming more popular day by day with the increase in the
usage of World Wide Web known as www. Understanding customer's need for online
selling has become challenge for marketers. Specially understanding the consumer's
attitudes towards online shopping , making improvement in the factors that influence
consumers to shop online and working on factors that affect consumers to shop online

24
will help marketers to gain the competitive edge over others.

In conclusion, having access to online shopping has truly revolutionized and

influenced our society as a whole. This use of technology has opened new doors and
opportunities that enable for a more convenient lifestyle today. Variety, quick service
and reduced prices were three significant ways in which online shopping influenced
people from all over the world. However, this concept of online shopping led to the
possibilities of fraud and privacy conflicts. Unfortunately, it has shown that it is
possible for criminals to manipulate the system and access personal information.
Luckily, today with the latest features of technology, measures are being taken in order
to stop hackers and criminals from inappropriately accessing private databases.
Through privacy and security policies, website designers are doing their best to
put an end to this unethical practice. By doing so, society will continue to depend upon
online shopping, which will allow it to remain a tremendous success in the future.

25
BIBLIOGRAPHY
BOOKS:

 Kotler Philip - principles of marketing; 2006

 Kothari Rakesh-marketing management, rbd publication ,2014

JOURNAL

 Dr. G Sudharsan Reddy and MS Rajalakshmi P.S (2004) “Marketing challenges

in 21st century” Indian journal of marketing.
 Venkateswara, man ready B “Marketing of tv set – a study of External and
internal influence on consumer behavior.

WEBSITE

 www.gogle.com
 www.wikipedia.com
 www.academic.edu.com

QUESTIONNAIRE

1) Gender

 Male[ ]
 Female[ ]
2)Age{in years}:

 17-20 [ ]
 20-23 [ ]
 Above23 [ ]

3) What is your monthly income?

26
  1000-10000 [ ]
 10001-20000 [ ]
 ABOVE 20001 [ ]
 not yearn yet [ ]

4) which of the following online shopping site do you use more?

 Amazon [ ]
 Flipkart [ ]
 Myntra [ ]
 Not a particular one [ ]
5) what factors influence your decision to shop online instead of in store?

 Lower price [ ]
 Quality [ ]
 Time saving [ ]
 Free shipping [ ]
6) how often do you shop for product?

 Daily [ ]
 Several times a week [ ]
 Once a week [ ]
 Several times a month [ ]
 Once a month [ ]
7) how quickly were your order fulfilled and shipped?

 Very quickly [ ]
 Somewhat quickly [ ]
 Neutral [ ]
 Slowly [ ]
8) how important is free shipping to you when shopping online?

 Very important [ ]
 Somewhat important [ ]
 Neutral [ ]
 Not important at all [ ]
9) how important is it for you to have multiple payment options available when shopping
online?

 Very important [ ]
 Somewhat important [ ]
 Neutral [ ]
 Not important at all [ ]
10) how satisfied are you with the accuracy of product description when shopping online?

 Very satisfied [ ]
 Somewhat satisfied [ ]

27
  Neutral [ ]
 Very dissatisfied [ ]
11) how satisfied are you with the packaging and conditions of the product you received?

 Very satisfied [ ]
 Somewhat satisfied [ ]
 Neutral [ ]
 Very dissatisfied [ ]
12) how satisfied are you with the case of finding customer service contact information?

 Very satisfied [ ]
 Somewhat satisfied [ ]
 Neutral [ ]
 Dissatisfied [ ]

13) have you ever experienced any technical difficulties or issues when using any online
shopping website?

 Yes[ ]
 No[ ]
14) if yes , how quickly were the issue resolved by customer support team?

 Very quickly [ ]
 Somewhat quickly [ ]
 Neutral [ ]
 Slowly [ ]
15) on a scale of 1-5 how would you rate the quality of the product you received?*

 1 (very poor) [ ]
 2[]
 3[]
 4[]
 5 (excellent) [ ]

28
29