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Customer satisfaction towards online shopping in Kathmandu valley / Salina Rana
Title : Customer satisfaction towards online shopping in Kathmandu valley Material Type: printed text Authors: Salina Rana, Author Pagination: 89p. Size: GRP/Thesis Accompanying material: 10/B Languages : English Abstract: Online shopping is the process whereby consumers directly buy goods, services etc. from a seller interactively in real-time without an intermediary service over the internet. Online shopping is the process of buying goods and services from merchants who sell on the Internet. Since the emergence of the World Wide Web, merchants have sought to sell their products to people who surf the Internet. Nowadays, online shopping is a fast growing phenomenon (Vadivu, 2015). Online shopping offers the customer a wide range of products and services wherein he is able to compare the price quoted by different suppliers and choose the best deal from it. Internet marketing is conceptually different from other marketing channels and internet promotes a one to one communication between the seller and the end user with round the clock customer service (Lee & Lin 2005).
Today, business internet marketing is the fastest growing segment of online commerce. According to Grace & Chia (2009), the major difference between traditional and online selling is the extent of interaction between the consumer and the seller. Growing numbers of consumers shop online to purchase goods and services, gather product information or even browse for enjoyment. Online shopping environment are therefore playing an increasing role in the overall relationship between markets and their consumers (Ladson & Fraunholz, 2005). Consumer-purchases are mainly based on the cyberspace appearance such as pictures, image, quality information, and video clips of the product, not on the actual experience.Hossein et al. (2012) investigated the factors affecting online shopping behavior of consumers. The study identified that financial risks and non-delivery risk negatively affect attitude toward online shopping. The results also indicated that domain specific innovativeness and subjective norms positively affect online shopping behavior. Similarly, Al Karim (2013) assessed the customer satisfaction in online shopping in the context of Bangladesh. The study revealed that consumer 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, ease of use, websites navigation, less shopping stress, less expensive and shopping fun.According to Sudhakar (2016), consumers are looking for trust, security and privacy of data, timeliness, accessibility, convenience, customer service, costs and wider choice throughout online shopping. Ramanjaneyulu and Subbarayudu (2017) examined the customer satisfaction towards online stores in the context of Kadapa District. The study showed that the online shopping has become a daily activity in the present scenario due to convenience and demonstration in India. Similarly, the web allows customers a comparison buy the most effective deals and find products. Bama (2016) investigated the customer satisfaction on online shopping in the context of Pollachi Taluk. The study revealed that customer perception towards online shopping is dependent upon online websites.
The major purpose of this study is to examine the customer satisfaction towards online shoppingattitudein Kathmandu valley.Specifically, it examines the impact of convenience, time savings, website design, perceived security and information quality on customer satisfaction and customer attitudein Kathmandu valley.
The primary source of data is used to assess the opinion of customers with respect to online shopping in Kathmandu valley. The survey is based on 200 respondents in the context of Kathmandu valley.The questions were asked in the Likert scale questions. The Likert scale questions of different variables customer satisfaction, customer attitude, convenience, time savings, website design, perceived security and information quality were measured in 5 point scale. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive statistics, correlation analysis and regression analysis.
The result shows that web design is positively related to customer satisfaction which indicates that better the web design, higher would be the customer satisfaction. Likewise, security is positively related to customer satisfaction. It shows that more the transactions are secure, higher would be the customer satisfaction towards online shopping. Similarly, information quality is positively related to customer satisfaction. It means that better information quality leads to increase in customer satisfaction. The result also shows that time saving is positively correlated to customer satisfaction, which indicates that increase in time saving leads to increase in customer satisfaction. Likewise, convenience is positively related to customer satisfaction which indicates that higher the convenience, higher would be the customer satisfaction.
The study shows that web design, information quality, time saving, convenience and secure transactions have positive influence on customer satisfaction and customer attitude. The study concludes that customer have positive feelings towards online shopping. People are tradition bound and have doubt in mindset as far as issue of online shopping/purchase of product is concerned. However, the study concludes that customers in Kathmandu valley are finding online shopping very comfortable because of many variables like secure transaction, customization or personalization of the websites, reliable, home delivery etc. The study also concludes that convenience followed by time savings, security and web design are the most dominant factors that influence the customer satisfaction towards online shopping in the context of Kathmandu valley.
Customer satisfaction towards online shopping in Kathmandu valley [printed text] / Salina Rana, Author . - [s.d.] . - 89p. ; GRP/Thesis + 10/B.
Languages : English
Abstract: Online shopping is the process whereby consumers directly buy goods, services etc. from a seller interactively in real-time without an intermediary service over the internet. Online shopping is the process of buying goods and services from merchants who sell on the Internet. Since the emergence of the World Wide Web, merchants have sought to sell their products to people who surf the Internet. Nowadays, online shopping is a fast growing phenomenon (Vadivu, 2015). Online shopping offers the customer a wide range of products and services wherein he is able to compare the price quoted by different suppliers and choose the best deal from it. Internet marketing is conceptually different from other marketing channels and internet promotes a one to one communication between the seller and the end user with round the clock customer service (Lee & Lin 2005).
Today, business internet marketing is the fastest growing segment of online commerce. According to Grace & Chia (2009), the major difference between traditional and online selling is the extent of interaction between the consumer and the seller. Growing numbers of consumers shop online to purchase goods and services, gather product information or even browse for enjoyment. Online shopping environment are therefore playing an increasing role in the overall relationship between markets and their consumers (Ladson & Fraunholz, 2005). Consumer-purchases are mainly based on the cyberspace appearance such as pictures, image, quality information, and video clips of the product, not on the actual experience.Hossein et al. (2012) investigated the factors affecting online shopping behavior of consumers. The study identified that financial risks and non-delivery risk negatively affect attitude toward online shopping. The results also indicated that domain specific innovativeness and subjective norms positively affect online shopping behavior. Similarly, Al Karim (2013) assessed the customer satisfaction in online shopping in the context of Bangladesh. The study revealed that consumer 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, ease of use, websites navigation, less shopping stress, less expensive and shopping fun.According to Sudhakar (2016), consumers are looking for trust, security and privacy of data, timeliness, accessibility, convenience, customer service, costs and wider choice throughout online shopping. Ramanjaneyulu and Subbarayudu (2017) examined the customer satisfaction towards online stores in the context of Kadapa District. The study showed that the online shopping has become a daily activity in the present scenario due to convenience and demonstration in India. Similarly, the web allows customers a comparison buy the most effective deals and find products. Bama (2016) investigated the customer satisfaction on online shopping in the context of Pollachi Taluk. The study revealed that customer perception towards online shopping is dependent upon online websites.
The major purpose of this study is to examine the customer satisfaction towards online shoppingattitudein Kathmandu valley.Specifically, it examines the impact of convenience, time savings, website design, perceived security and information quality on customer satisfaction and customer attitudein Kathmandu valley.
The primary source of data is used to assess the opinion of customers with respect to online shopping in Kathmandu valley. The survey is based on 200 respondents in the context of Kathmandu valley.The questions were asked in the Likert scale questions. The Likert scale questions of different variables customer satisfaction, customer attitude, convenience, time savings, website design, perceived security and information quality were measured in 5 point scale. For the fact finding of the study primary data was analyzed by using percentage frequency distribution and methods such as descriptive statistics, correlation analysis and regression analysis.
The result shows that web design is positively related to customer satisfaction which indicates that better the web design, higher would be the customer satisfaction. Likewise, security is positively related to customer satisfaction. It shows that more the transactions are secure, higher would be the customer satisfaction towards online shopping. Similarly, information quality is positively related to customer satisfaction. It means that better information quality leads to increase in customer satisfaction. The result also shows that time saving is positively correlated to customer satisfaction, which indicates that increase in time saving leads to increase in customer satisfaction. Likewise, convenience is positively related to customer satisfaction which indicates that higher the convenience, higher would be the customer satisfaction.
The study shows that web design, information quality, time saving, convenience and secure transactions have positive influence on customer satisfaction and customer attitude. The study concludes that customer have positive feelings towards online shopping. People are tradition bound and have doubt in mindset as far as issue of online shopping/purchase of product is concerned. However, the study concludes that customers in Kathmandu valley are finding online shopping very comfortable because of many variables like secure transaction, customization or personalization of the websites, reliable, home delivery etc. The study also concludes that convenience followed by time savings, security and web design are the most dominant factors that influence the customer satisfaction towards online shopping in the context of Kathmandu valley.
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Barcode Call number Media type Location Section Status 376/D RAN Thesis/Dissertation Uniglobe Library Philosophy & Psychology Available