Customer satisfaction towards online shopping in Cuddalore town

This study endeavors to understand customer satisfaction in online shopping while investigating the major reasons that motivated customers’ decision-making processes as well as inhibitions of online shopping. The existing literature was reviewed to discover reasons that would influence customers positively or negatively towards shopping online. Surveys were conducted by distributing questionnaires in Cuddalore district to gather data for this research. From the findings, it was discovered that respondents use internet to purchase products through online because they believe it is convenience to them and the term convenient includes elements such as time saving, information availability, opening time, easy to use, websites navigation, less shopping stress, less expensive and shopping fun. In contrast, along with respondents’ mind-sets, online payment security, personal privacy and trust, unclear warranties and returns policies and lack of personal customer service are the foremost barriers of online shopping. Furthermore, the result of hypotheses established that even though online shopping is convenient to all consumers, online payment system and privacy or security anxieties have significant impact on online shopping. Finally, some recommendations have been offered for online retailers to take initiatives for making online shopping more admired and trustworthy.