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ANNEXURE 1

Dire ctor’ s copy Study centre’s copy

FORMAT FOR PROJECT PROPOSAL (Two copies must be submitted to the Study Centre with the project proposal)
1. Name of the programme 2. Name of the Student 3. Roll Number 4. Exam nat on Reg !trat on Number ". Mob le Number of Student #. Name of Stud$ %entre &. Name of 'ropo!ed (u de ). Mob le Number of (u de : MBA; : : : : : : :

Specialization: Marketin

!mail:

!mail:

"# $nstitution % &r anisation where the uide works: '(# Title o) the *roject :

SIGNATU RE OF STUDENT

ist paradi m+ en.iews o) online customers in $ndia with respect to what they e-pect and what has made them remain loyal or satis)ied to the product or ser.es0 these perspecti.ist paradi m+ which is still the dominant paradi m+ emphasizes the supremacy o) human reason and that there is a sin le+ objecti.e in)luenced the discipline# .iew and the ideolo y o) a homo enous social culture and thereby denies the complesocial and cultural world in which consumers li.ered by science# This paradi m re ards the world as a rational and ordered place with a clearly de)ined past+ present+ and )uture# The assumption o) rationalism is there)ore )undamental to the traditional perspecti.e emer ed more recently durin the period post1'"2( to date# The proponents o) this emer in perspecti.olution o) the )ield o) consumer research and the di))erent paradi ms o) thou ht that ha.ice# RE)IE* OF LITERATURE $n order to de.e e-perience and the idea that consumers construct meanin s based on uni3ue and shared cultural e-periences+ and thus there can be no sin le uni)ied world .ist# The positi.es on consumer research# $t is ar ued that consumer beha.elops the interpreti.ist paradi m# The positi.es+ which ha.ist and the non1positi.elop a )ramework )or the study consumer beha.ioural+ co niti.iew# .ational%trait%attitudinal+ and situational perspecti.e ar ue that positi.es as they pre1date the de.Title : A study on Custo e! S"tis#"$tion in online Ret"il S%o&s NEED FOR T'E STUD(  This increases the importance o) our research work and the need to study the online shoppin in $ndia ie) www#snapdeal#com+ www#ebay#com+ www#easypurchase#in  This study has enabled us to ather the .ist paradi m encompasses the economic+ beha.elopment o) the non1positi.ior it is help)ul to be in by considerin the e.e# This paradi m instead stresses+ the importance o) symbolic and subjecti.eremphasizes the rational .e# The opposin + non1positi.ism o.s described here+ a set o) dimensions can be identi)ied in the literature+ which can be used to characterize and di))erentiate the .e and postmodern perspecti.arious perspecti.e+ moti.e truth that can be disco.es are re)erred to as the traditional perspecti.iour itsel) emer ed as a distinct )ield o) study durin the '"/(s0 and is characterized by two broad paradi ms+ the positi.

es# The search )or in)ormation occurs on an internal and e-ternal basis (9ilbert+ '""")# The internal search )or in)ormation )rom pre.e takes a .ist perspecti.ironment )or alternati.ironment in which he places himsel) in the )uture as well as in)luence his perceptions o) that en.te!n"l Se"!$%: Thorelli et al ('"67) describe that this sta e represents all search o) the e-ternal en.ironmental stimulus+ the buyer reco nizes a need which is capable o) bein satis)ied by a product or ser.s a result o) either co niti.e solutions as well as )or in)ormation help)ul in e.ious e-perience mi ht be rele.es that underscore consumer research# The traditional+ positi.aluatin these alternati.e buyer possesses a certain stock o) co niti.ironment# P!odu$t Need: .ed )rom consumption and the objecti.e acti.e content+ includin his own personality or sel)1concept+ attitudes and opinions both in eneral and on speci)ic products+ and stored in)ormation and past e-perience# This stock has been )ormed as a result o) his interaction with his en.ist research endea.en purchase has been the subject o) a reat deal o) research# 5hen searchin )or in)ormation in the e-ternal en.ersely+ outcomes o) positi.ant attributes that are a.e o) non1positi.ist research are directed toward ad.ailable and are dia nostic (Dick et al#+ '""()# .ery utilitarian approach to the bene)its )rom consumption# 5hile the non1positi.ant to the present purchase situation# The e-tent and nature o) e-ternal search )or in)ormation likely in any i.e#o!e Pu!$%"se.e a better understandin o) consumer beha.ancin the oals o) marketin practice P!edis&ositions +.our is to achie.iour with no speci)ic intent to in)luence consumer processes# Con.es place much reater emphasis on the symbolic dimensions o) choice# The objecti.ice# $n other words+ the need is o)ten tri ered by internal or e-ternal stimuli# Some authors also take this need reco nition sta e as the entry point# Chaston (8((') ar ues that the potential consumer will not implement any o) the other steps in the buyin process until need reco nition has happened# E.ity or some en.ironment (e# #+ )riends and )amily)+ consumers )ocus on those rele.iews on the bene)its deri.ccordin to Thorelli et al ('"67)+ the prospecti.4nsurprisin ly+ the two paradi ms di))er in their .er time+ and it will help determine the en.ironment o.ist perspecti.

ed risk in in)luence his decision to modi)y+ postpone+ or a.ed risks o) a consumer can hea.el o) satis)action or dissatis)action which will in)luence a consumers’ subse3uent beha.eral attributes in their purchase decision# These attributes used by consumers )or e.en complain to the other roup (:otler+ 8((()# $t is clear that satis)actions and dissatis)actions created by product per)ormance will be important determinants o) attitudes and in)ormation stored as inputs to )uture purchase decisions# P!edis&ositions +A#te! Pu!$%"se "nd Use-: This sta e su ests that )ollowin the purchase process+ the buyer (or non1buyer) is le)t with co niti.oid a purchase decision# There)ore it is necessary )or marketers to understand consumers and work out solutions to reduce that# Post Pu!$%"se .ol.e to chan e substantially the nature o) the decision process )or )uture purchases o) the same type# .ity in.arious brands throu h an attribute e.ed in comparin alternati.ariables# Pu!$%"se A$ti/ity: *urchase acti.)ter purchasin the product+ the consumer will e-perience some le.e acti.ccordin to :otler (8((()+ the consumer arri.ents# .e%"/iou!: This step is concerned primarily with the buyer’s use o) the product purchased# .ol.aluation are also called choice criteria# .ol.obber (8((') has made a ood summary o) these choice criteria# $n )act+ consumers attempt to optimize the trade1o)) between product bene)its+ product costs+ the desired personal utilityies and other .e content which may be 3uite di))erent )rom that which was present at the be innin o) the process# =uyers may chan e their attitudes+ in)ormation and e-perience due to reasons o) time and e.ities in.E/"lu"tion o# Alte!n"ti/es: This sta e consists o) the physical and co niti.e# .oke percei.es at attitudes toward the .ities in.es the actual )inal decision and physical acti.iour# Dissatis)ied consumers may abandon or return the product+ they may e.aluation procedure and most buyers consider se.ed in makin (or not makin ) the purchase# This sta e includes the actual transaction# <owe.ll o) these may ser.er+ as su ested by :otler (8((()+ percei.ily )actors that mi ht pro.es on the basis o) in)ormation athered )rom e-ternal search abo.

e and 3uantitati.JECTI)E The &!i "!y o01e$ti/es o) the study was  To study and analyze academic and empirical research in the area o) online customer satis)action in $ndia#  To de.ey in order to understand the e-pectations o) $ndian customers )rom online shoppin #  To study about the comparison o) > online shops in india ( www#ebay#in+ www#snaldeal#com+www#easypurchase#in) SECONDAR( O.ey response# There are many )actors in.ol.e and 3ualitati.iew normally we use the combination o) 3ualitati.e data collection# .e research# 2u"lit"ti/e Rese"!$% Bualitati.erall procedure used to collect data )or the thesis work# Arom the Marketin point o) .e online sur.e data analysis and results o) our thesis work# RESEARC' MET'ODOLOG( D"t" Colle$tion The *roject describes the o.elop a 3uestionnaire and conduct 3ualitati.e research consists o) some technical procedures# These procedures are essential )or the sur.e research# Aollowin is the description )or 3ualitati.ed in the 3ualitati.JECTI)ES The se$ond"!y o01e$ti/es o) the study was  4tilization o) ?ikert scalin + simple random samplin tools and @*S (@et *romoter Score) model to analyze the obtained data )rom 3uestionnaire  Ainally we will come up with some conclusions and recommendations )or the online sellers on the basis o) the 3uantitati.PRIMAR( O.

eness+ timeliness+ completeness+ and con.ely make use o) the online customer ser.e the 3uality o) products%ser..e .irtual purchase a con.ery o) oods# .lso+ )or security purposes+ most o) the $ndians pre)er third party mediation )or their online payments# $ndians do not e))ecti.ice# EXPECTED DELI)ERA.e buyers# &n the other hand+ ne ati.iews o) online customers in $ndia with respect to what they e-pect and what has made them remain loyal or satis)ied to the product or ser.enience# This shows that they are not encoura ed by the online sellers to make e))ecti.e to make sure that the job is )inished and customer is satis)ied o) the completion o) his demand or re3uirement# Airms also need to enhance their pro)essional beha.ice purchased online# This is .e )eedback helps the online sellers to impro.LES The online customers o) $ndia are satis)ied with their local websites+ security in online payment and the 3uality and timely deli.ided on online shoppin websites# $ndian online shoppers hesitate to pro.enient method o) shoppin LIMITATIONS  &ne can )ind numerous statistical and economic studies on customer satis)action and loyalty with re ards to physical store shoppin # =ut this research on measurin the customer satis)action and loyalty o) online shoppers in $ndia is rare o) its kind#  This increases the importance o) our research work and the need to study the online shoppin in $ndia#  This study has enabled us to ather the .e customer satis)action dimensions such as a.ailability+ responsi.ia website# The time )rame )or the deli.ailability should be the de ree )or which customer could contact the supplier# There where the supplier could react promptly accordin to the re3uirement o) the customer )ul)ils the responsi.ices thus attractin more people towards online shoppin # There)ore+ online sellers should encoura e customers to pro.2uestionn"i!e Desi3n Arom )irms perspecti.ery important )or both online sellers and buyers# =y i.ery o) oods or ser.e )eedback+ the customer is indirectly recommendin the product to prospecti.e use o) ser.ice%support )acilities in case o) incon.in positi.ior and manners to keep their customer satis)ied and retained+ )or e-ample o))erin customized solutions thus makin .ide )eedback )or their entire online purchases# .ice and support pro.eness dimension o) customer satis)action )or e-ample constantly response to the customer )eedback recei.enience need to be measured by 3uestionnaire# .ide )eedback about a product or ser.ices is another dimension o) customer satis)action# Airms ha.

E=roadhead+ F 8(('+ Sellin online: how to become a success)ul e1commerce merchant+ Dearborn Trade+ Canada# Cha))ey+ D 8((8+ !1business and e1commerce mana ement: strate y+ implementation+ and practice+ *earson !ducation+ !n land+ p#/# Cha))ey+ D+ Chadwick+ A!+ .ier =utterworth1<einemann+ M.alue and pro)itability+ *earson *rentice <all+ @ew .# Carroll+ .t) ?td+ Cape Town# =arnes+ .+ p# >D># =uttle+ A 8((D+ Customer relationship mana ement: concepts and tools+ !lse.n $ntroduction ("th ed#)+ *earson *rentice <all+ @ew .ersey# =arker+ F E.ohnston+ : E Mayer+ F 8(("+ $nternet marketin : Strate y+ implementation and practice (D ed)+ *earson !ducation+ !n land# G *e0sites : www#snapdeal#com www#easypurchase#in www#ebay#com +SIGNATURE OF STUDENT- +SIGNATURE OF GUIDE- .ersey+ * '6182# =est+F.REFERENCES .oo4s 8((6+ &!CD Science+ Technolo y and $ndustry scoreboard: $nno.n elopulo+ 9 8((/+ $nte rated or anizational communication+ .i0lio3!"&%y .utaE Co# (*.ation and per)ormance in the lobal economy+ p# ''8 C ''D# .ohn 5iley E Sons+ 4S.ersey+ * 618(# =lack+ : 8(("+ =usiness statistics: )or Contemporary Decision Makin (/ ed)+ .ohn 5iley E Sons+ @ew .9 (8((/)+ =uildin your customer strate y: a uide to creatin pro)itable customer relationships+ .rmstron + 9 E:otler+ * 8(("+ Marketin . (8((7)+ Market1based mana ement: Strate ies )or 9rowin customer .