Project
Project
ON
Bachelor of Commerce
2023-2024
Submitted by
AYUSH
NIMODIA
2023155
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.
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:
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 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.
Jorhat
LIST OF FIGURE
FIGURE NO. FIGURE NAME
2.1 Showing the gender profile of respondents.
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.
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
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:
The following statistical tools are used in this study for the purpose of analysis:
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:
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
MALE 60 60%
FEMALE 40 40%
TOTAL 100 100%
(Source: Primary Data)
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.
17-20 10 10%
20-23 75 75%
ABOVE 23 15 15%
TOTAL 100 100%
(Source: Primary Data)
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.
1000-10000 45 45%
10001-20000 15 15%
ABOVE 20001 10 10%
NOT YEARN YET 30 30%
TOTAL 100 100%
(Source: Primary Data)
30%
45% 1000-10000
10001-20000
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.
20% 20%
25%
35%
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.
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.
AMAZON 20 20%
FLIPKART 54 54%
MYNTRA 15 15%
NOT A PARTICULAR ONE 11 11%
TOTAL 100 100%
(Source: Primary Data)
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.
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)
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,
12
Table 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.
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.
60%
18%
12% 10%
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.
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 .
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.
18
Figure 2.13 Showing the satisfaction level of customer service.
6%
22%
30%
42%
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.
YES 64 64%
NO 36 36%
TOTAL 100 100%
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.
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.
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
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.
25
BIBLIOGRAPHY
BOOKS:
JOURNAL
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 [ ]
26
1000-10000 [ ]
10001-20000 [ ]
ABOVE 20001 [ ]
not yearn yet [ ]
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