COMPREHENSIVE STUDY OF CUSTOMER BEHAVIOUR ON E SERVICES

Abstract

Internet is progressively reaching the hands of Indians customers, which makes it the best medium to pitch in the products. The project focuses on how satisfactory is the relationship of Indian customers with online shopping. The project has surveyed nine online shopping channels on the grounds of seven extracted factors(based on the principal component analysis) namely Redressal Mechanism, Consumer Preference (QualityProducts), Reliability and Trustworthiness, Consumer Preference (Low Price Products), Website access and Product Delivery, Content Maintenance Factor and Website Interface. The analysis briefs us about the demographic data of the customers including age group, gender, profession and salary and also the frequency of buying, which can help the companies to identify the demography not involved in online shopping and hence help them in increasing their customer base and also help in framing their market strategies with the objective to enhance the frequency of their existing customers. The project involves the feedback of the customers on the basis on Usability, Design, Information, Trust, Empathy, Ease of Use, Appearance, Linkage, Structure and Layout, Content, Reliability, Efficiency, Support, Communication, Security, Incentive, Fulfilment/Reliability, Website Design, Customer Service, Security/ Privacy, E-space (website design), Customisation, Responsiveness, Assurance, Website Design, Reliability, Responsiveness, Trust and Personalization.