AN ANALYSIS OF CONSUMER’S ONLINE AND OFFLINE SHOPPING BEHAVIOUR

Abstract

I started this study to better understand how consumers behave when purchasing both offline and online. Through this research, I also examined the variables that affect consumers' offline and online shopping habits. The paper gives a quick overview of both retail and internet shopping. It includes the results and analysis of a survey that was done to collect first-hand information and evaluate the significance of several characteristics that affect customer satisfaction in various ways and to various degrees. The first experience, service delivery, and grievance handling categories are used to group these characteristics. The general level of client satisfaction has also been investigated. 40 respondents from these clients were used in the research investigation. After examining the questionnaire's results, we draw the conclusion that although the e-commerce sector is increasingly offering cutting-edge services to customers, many of them are still unaware of them. The use of these services is a different matter; they are concentrating only on offering customers cutting-edge services rather than educating them about them. Customers must be made aware of the advantages and uses of the services offered by the e commerce sector. This project allowed me to apply my analytical skills while also providing a terrific learning experience. The ease (and frequently reduced prices) of online purchasing has contributed to its rising popularity. Online shopping saves people the stress of looking through multiple stores and then waiting in long lines to buy a certain item, especially during the holiday season. Online shopping is a type of electronic commerce that enables customers to make direct purchases from sellers using a computer browser and the Internet. Customers can find a product of interest by going to the retailer's website directly or by utilizing a shopping search engine to look up alternative vendors. Shopping search engines show the availability and price of the same goods at several e-retailers.