A STUDY ON COSTUMER SATISFACTION TOWARDS AMAZON
ONLINE SHOPPING WITH SPECIAL REFERENCE IN KARUR TOWN
CHAPTER 1
1.1 INTRODUCTION
Meesho is a popular Indian social commerce platform that allows individuals to start their own
online businesses without any investment. It primarily targets small business owners,
entrepreneurs, and homemakers who wish to earn additional income by selling a wide range of
products to their network through social media platforms like WhatsApp, Facebook, and
[Link] app provides lowest prices and best quality products, easy return and best
customer support, cash on delivery also available for this app and timely payments there was a
money protection and grow your customer base with tips on social selling in Meesho Business
Academy. Your customer contacts remain safe with us as we never to your [Link]
resellers are allowed to sell at the prices they deem fit for their target consumers. Once
shortlisted by consumers, sellers place the order with Meesho and enters the address detail for
the delivery which again is taken by Meesho. Barnwal said, “During the entire buy-sell process
assist, nowhere is Meesho mentioned to the end-consumer.” “Overall, the ‘Study on Customer
Awareness and Satisfaction Towards Meesho App’ endeavors to provide valuable insights that
can inform strategic decision-making and drive continuous improvement efforts aimed at
enhancing the customer experience on the Meesho platform.” “E-commerce has grown rapidly
with the development of the internet and due to the easy availability of internet. Online shopping
is using everywhere in the world. The advantages of online shopping are working 24/7/365 and
fast delivery. Customers have placed a direct order for something they need through online.
Online shopping is very easy to use without leaving their residence. The customers are buying
brands from seller over through internet. Online shopping makes it easier for the customer to
choose the variety of products or brands. Consumers are always on the lookout for new products
as well as appealing offers or discounts. Online shopping has helps to customers save their time
and money. In India, Amazon is the most famous website used by customers for the purchase of
products or [Link] project takes a look at consumer complacency with references to
Amazon online shopping. Online shopping is nowadays used everywhere or in every corner of
the world, and it’s happening only because of internet. Customers directly make an order of
something they need through online. The meaning of online shopping is the process of buying
goods and services from merchants. Amazon is one the site that customer used for purchasing
many products. Online shopping makes easier for customer to choose different variety of product
they want, that the reason online shopping is popularly used nowadays.
1.2 STATEMENT OF THE PROBLEM
Even though the customers satisfaction and awareness of the Meesho app and they faced many
problem and also they are of unsatisfied with time of delivery and quality product packing level
etc., and they unaware with shopping option, product catalogue and online help.
1.3 OBJECTIVE OF THE STUDY
Defected in product that leads to the customer peace of mind decreases.
Delay in delivery of goods and products is also one of the problems that affect the
serenity of the customer.
The product which customers are choosing might be delivered wrong like, different in
color or design etc.
Some goods or product, which customer needs may not be available sometimes.
Or occasionally the product will not be currently available to the address of the customer.
To identify factors influencing customers satisfaction in online shopping.
To find out demographic factors and customer using behaviour among the respondents.
To determine the rank towards reasons and product category influence to buy on Amazon
online shopping.
To analyse difference between demographic factors and customer satisfaction on Amazon
online shopping.
To study the socio-economic profile of Meesho application.
To find out the consumers satisfaction level for services provided by the Meesho app.
To analysis different payment and delivery system preferred by the customers.
1.4 REVIEW OF LITERATURE
Kavitha T. (2017) examined the level of consumer satisfaction towards Amazon online
shopping. In this study, a sample size of 100 respondents was used based on the random
sampling method. The study suggested that online shopping platforms should improve their
promotional and service strategies and build a positive perception among consumers towards
online shopping.
Mohammad Jamal Uddin (2015), in his study titled “Consumer preferences on online
purchasing”, developed a model to measure the attitude of Bangladeshi people towards online
shopping. From an extensive survey, he found that there is an overall positive reaction towards
online shopping. This positive reaction mainly arises due to convenience in terms of less time
consumption and hassle-free shopping. Age, gender, profession, occupation, family structure,
and ICT familiarity were found to be critical factors influencing the preference for online
shopping.
Dr. T. Shenbhagavadivu, M. Shaaranya, S. Sai Priyanka, V. Ajithkumar, and A.
Irshadkhan (2019) conducted a study titled “A study on online shopping and customer
satisfaction on Myntra”. The internet has reduced the world into a global village, making
distance irrelevant and time zones only a minor inconvenience. The study focused on internet
marketing in Myntra and customer satisfaction towards online shopping on Myntra. The
sampling method used was non-probability sampling. The tools for analysis included percentage
analysis, chi-square analysis, and hypothesis testing. The study revealed that the majority of
respondents like to purchase online from Myntra and that the level of customer satisfaction
towards Myntra online shopping is very good.
K. Karthikayan and Dr. M. V. Sathiuabama (2018), in their study entitled “A study on
customer preference and satisfaction towards various online information sharing apps” (with
special reference to Pollachi Taluk), examined the level of satisfaction of online shopping app
users. A sample of 150 respondents was taken for the study, and data were collected using chi-
square test analysis. The results revealed that social media applications need to improve their
services to satisfy all types of users and ensure that their services are safe and secure.
Dr. Tamilarasi S et al. (2019) focused on the role played by consumers in the decision to make
a greater number of purchases. The main objectives of the study were to analyze consumer
perception of Amazon seasonal offers and to study the level of satisfaction in relation to gender.
A sample size of 200 was used, and convenience sampling method was adopted. The tools of the
study were percentage analysis and Mann–Whitney U test. The study found that online shoppers
on Amazon were predominantly female and mostly belonged to the age group of 20–28 years.
The study concluded that Amazon satisfies consumers by providing good services and attractive
seasonal offers.
Mohammad Jamal Uddin (2015), in his study titled “Consumer Preferences on Online
Purchasing”, developed a framework to measure the attitude of Bangladeshi people towards
online shopping. From an extensive survey, he found that there was an overall positive reaction
towards online shopping. This positive reaction mainly arose due to convenience in terms of less
time consumption and hassle-free shopping. Age, gender, profession, occupation, family
structure, and ICT familiarity were found to be critical factors influencing the preference for
online shopping.
Prof. Dr. Vrushali M. Shitole et al. (2022) focused on consumer purchasing habits and the
level of satisfaction with Amazon services. The main objective of the study was to analyze the
impact of online shopping on consumer satisfaction. The sample size was 201, and the tools used
for analysis were simple percentage analysis, ANOVA, chi-square test, and cross-tabulation. The
study found that the majority (65.8%) of respondents had been shopping online for more than
two years. The authors concluded that Amazon should concentrate on innovation of new brands,
expansion of communities, and improvement in product quality to attract new customers.
Dr. Saravanan S. et al. (2021) examined the uncertainties faced by customers while shopping
online. The study focused on marketing strategies and consumer attributes related to online
shopping. Data were collected from 100 respondents and analyzed using mathematical and
statistical tools. The study concluded that consumers look for good quality products, timely
service, security, and privacy in payment methods.
1.5 LIMITATIONS OF THE STUDY
The present study is limited to knowing the customers’ satisfaction and awareness level
towards buying the Meesho app.
The sample size is restricted to 105 respondents.
The study was conducted within a limited time period.
The findings of the study may be generalized to Pollachi Taluk.
The conclusions are based on the opinions expressed by the respondents/customers.
1.6 SCOPE OF THE STUDY:
Purchasing and selling products and services over the internet is known as online shopping.
Online stores offer descriptions, pictures, prices, and many more details.A shopping cart is
provided in online shopping. This lets customers browse different goods and services. One of the
important facilities provided is that once they select an item to purchase, they can place the item
in the shopping cart and continue browsing till the final selection. Customers can even remove
the items from the cart that were selected before they place an order.
1.7 RESEARCH METHODOLOGY
It is your systematic way to solve a problem. It is a science of studying how research is
to be carried out. Essential, the procedures by which researchers go about that work
describing , explaining and predicting phenomena are called research methodology. It is also
define as the study of methods by which knowledge is gained. Its game is to be give the
work plan of research
1.8 DATA COLLECTION
Data was collected to both primary and secondary data source. Primary data was collected
through Questionnaire. The study was done in form of direct personal interviews.
Primary data:
Primary data is which is collected for the first time for the particular interest to collect more
information in this study, the primary data was collected using questionnaire.
Secondary source:
Secondary data consists of information that already exists somewhere, having been collected
for some other purpose. In this study, the secondary data was collected from journals, magazine
association bulletins (IJCRT, IRJETS, IJSRAT), newspaper, web portals, company broachers.
1.9 RESEARCH DESIGN
Research design of the present study is exploratory cum descriptive and partially casual in
nature, as the study aims attaching insights into a relatively new phenomenon of a study of brand
perception in laptop with special reference to Lenovo laptop. As the research is aimed at 2 find
out the customer participations level towards laptop, so only those that selected
who were having selected Lenovo laptop and using them.
1.10 SAMPLE SIZE
In this study , sample size 80 respondents is chosen who using the Lenovo laptop. Convenience
sampling method is used.
1.11 STATISTICAL TOOLS
A) Percentage analysis
B) Chi- square analysis
a) PERCENTAGE ANALYSIS
Percentage refers to a special kind of ratio in marketing comparison between two or more
data and to describe relationship. Percentage can also be used to compare the relation terms
they distribution of two hour more source of data.
Number of responses
Percentage of respondent= ........................ \ 100
Total number of responses
Marketing, potentially over looking other influential marketing channels like traditional
media or in-store promotions.
1.12CHAPTER SCHEME
Chapter I Includes introduction and design of the study, statement of the problem .Review
of literature, Objective Methodology and limitation of the study.
Chapter II Deals with an overview a study of effect ASIAN PAINT among in customer in
karur.
Chapter III Presents the profile of the Respondents.
Chapter IV Examines the analysis and interpretation a study of effective ASIAN PAINT
among in customer in karur.
Chapter V Contains Findings , Suggestions and Conclusions.