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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; : : : : : : :
"# $nstitution % &r anisation where the uide works: '(# Title o) the *roject :
SIGNATU RE OF STUDENT
elopment o) the non1positi.e# This paradi m instead stresses+ the importance o) symbolic and subjecti.e truth that can be disco.es on consumer research# $t is ar ued that consumer beha.iew and the ideolo y o) a homo enous social culture and thereby denies the complesocial and cultural world in which consumers li.es+ which ha.es0 these perspecti.e+ moti.elop a )ramework )or the study consumer beha.ioural+ co niti.ist paradi m encompasses the economic+ beha.arious perspecti.ist and the non1positi.ism o.ist paradi m+ which is still the dominant paradi m+ emphasizes the supremacy o) human reason and that there is a sin le+ objecti.e emer ed more recently durin the period post1'"2( to date# The proponents o) this emer in perspecti.Title : A study on Custo e! S"tis#"$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 .e in)luenced the discipline# .ational%trait%attitudinal+ and situational perspecti.ist paradi m# The positi.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 and postmodern perspecti.es are re)erred to as the traditional perspecti.eremphasizes the rational .iew# .e# The opposin + non1positi.iour itsel) emer ed as a distinct )ield o) study durin the '"/(s0 and is characterized by two broad paradi ms+ the positi.ist paradi m+ en.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 ar ue that positi.ior it is help)ul to be in by considerin the e.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 .ice# RE)IE* OF LITERATURE $n order to de.iews o) online customers in $ndia with respect to what they e-pect and what has made them remain loyal or satis)ied to the product or ser.ist# The positi.olution o) the )ield o) consumer research and the di))erent paradi ms o) thou ht that ha.es as they pre1date the de.elops the interpreti.
4nsurprisin ly+ the two paradi ms di))er in their .es that underscore consumer research# The traditional+ positi.ersely+ outcomes o) positi.ironment )or alternati.aluatin these alternati.ancin the oals o) marketin practice P!edis&ositions +.es# The search )or in)ormation occurs on an internal and e-ternal basis (9ilbert+ '""")# The internal search )or in)ormation )rom pre.ironment o.ironment in which he places himsel) in the )uture as well as in)luence his perceptions o) that en.e content+ includin his own personality or sel)1concept+ attitudes and opinions both in eneral and on speci)ic products+ and stored in)ormation and past e-perience# This stock has been )ormed as a result o) his interaction with his en.ed )rom consumption and the objecti.iour with no speci)ic intent to in)luence consumer processes# Con.ccordin to Thorelli et al ('"67)+ the prospecti.ity or some en.e o) non1positi.es place much reater emphasis on the symbolic dimensions o) choice# The objecti.ailable and are dia nostic (Dick et al#+ '""()# .er time+ and it will help determine the en.e#o!e Pu!$%"se.ironment# P!odu$t Need: .te!n"l Se"!$%: Thorelli et al ('"67) describe that this sta e represents all search o) the e-ternal en.e acti.ironment (e# #+ )riends and )amily)+ consumers )ocus on those rele.e solutions as well as )or in)ormation help)ul in e.s a result o) either co niti.ironmental stimulus+ the buyer reco nizes a need which is capable o) bein satis)ied by a product or ser.ious e-perience mi ht be rele.e takes a .ist perspecti.ist research endea.e a better understandin o) consumer beha.iews on the bene)its deri.e buyer possesses a certain stock o) co niti.ery utilitarian approach to the bene)its )rom consumption# 5hile the non1positi.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.ant attributes that are a.our is to achie.ist perspecti.ant to the present purchase situation# The e-tent and nature o) e-ternal search )or in)ormation likely in any i.ist research are directed toward ad.en purchase has been the subject o) a reat deal o) research# 5hen searchin )or in)ormation in the e-ternal en.
ol.ol.ed risk in in)luence his decision to modi)y+ postpone+ or a.er+ as su ested by :otler (8((()+ percei.oke percei.E/"lu"tion o# Alte!n"ti/es: This sta e consists o) the physical and co niti.aluation are also called choice criteria# .ed in comparin alternati.eral attributes in their purchase decision# These attributes used by consumers )or e.e%"/iou!: This step is concerned primarily with the buyer’s use o) the product purchased# .ll o) these may ser.ity in.es on the basis o) in)ormation athered )rom e-ternal search abo.e to chan e substantially the nature o) the decision process )or )uture purchases o) the same type# .)ter purchasin the product+ the consumer will e-perience some le.ities in.ed risks o) a consumer can hea.e acti.ed in makin (or not makin ) the purchase# This sta e includes the actual transaction# <owe.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.es at attitudes toward the .iour# Dissatis)ied consumers may abandon or return the product+ they may e.e# .ariables# Pu!$%"se A$ti/ity: *urchase acti.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.el o) satis)action or dissatis)action which will in)luence a consumers’ subse3uent beha.oid a purchase decision# There)ore it is necessary )or marketers to understand consumers and work out solutions to reduce that# Post Pu!$%"se .es the actual )inal decision and physical acti.obber (8((') has made a ood summary o) these choice criteria# $n )act+ consumers attempt to optimize the trade1o)) between product bene)its+ product costs+ the desired personal utilityies and other .ents# .aluation procedure and most buyers consider se.ities in.ol.arious brands throu h an attribute e.ccordin to :otler (8((()+ the consumer arri.ily )actors that mi ht pro.
e research# 2u"lit"ti/e Rese"!$% Bualitati.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.ed in the 3ualitati.ey response# There are many )actors in.e and 3ualitati.ey in order to understand the e-pectations o) $ndian customers )rom online shoppin # To study about the comparison o) > online shops in india ( www#ebay#in+ www#snaldeal#com+www#easypurchase#in) SECONDAR( O.elop a 3uestionnaire and conduct 3ualitati.e data analysis and results o) our thesis work# RESEARC' MET'ODOLOG( D"t" Colle$tion The *roject describes the o.ol.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.e data collection# .e research# Aollowin is the description )or 3ualitati.e and 3uantitati.e research consists o) some technical procedures# These procedures are essential )or the sur.e online sur.iew normally we use the combination o) 3ualitati.PRIMAR( O.erall procedure used to collect data )or the thesis work# Arom the Marketin point o) .
ior and manners to keep their customer satis)ied and retained+ )or e-ample o))erin customized solutions thus makin .ice# EXPECTED DELI)ERA.irtual purchase a con.e the 3uality o) products%ser.e use o) ser.e customer satis)action dimensions such as a.ices is another dimension o) customer satis)action# Airms ha.LES The online customers o) $ndia are satis)ied with their local websites+ security in online payment and the 3uality and timely deli.e buyers# &n the other hand+ ne ati.ailability+ responsi.in positi.ia website# The time )rame )or the deli.e )eedback helps the online sellers to impro.eness+ timeliness+ completeness+ and con.ide )eedback about a product or ser.ide )eedback )or their entire online purchases# .ice%support )acilities in case o) incon.lso+ )or security purposes+ most o) the $ndians pre)er third party mediation )or their online payments# $ndians do not e))ecti.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 .eness dimension o) customer satis)action )or e-ample constantly response to the customer )eedback recei.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.ided on online shoppin websites# $ndian online shoppers hesitate to pro.e )eedback+ the customer is indirectly recommendin the product to prospecti.2uestionn"i!e Desi3n Arom )irms perspecti.enience need to be measured by 3uestionnaire# .ice and support pro.ice purchased online# This is .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.ery o) oods# .ices thus attractin more people towards online shoppin # There)ore+ online sellers should encoura e customers to pro.ery important )or both online sellers and buyers# =y i.ely make use o) the online customer ser.ery o) oods or ser.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.
i0lio3!"&%y .# Carroll+ .ersey# =arker+ F E.+ p# >D># =uttle+ A 8((D+ Customer relationship mana ement: concepts and tools+ !lse. (8((7)+ Market1based mana ement: Strate ies )or 9rowin customer .n elopulo+ 9 8((/+ $nte rated or anizational communication+ .ohn 5iley E Sons+ @ew .ersey+ * 618(# =lack+ : 8(("+ =usiness statistics: )or Contemporary Decision Makin (/ ed)+ .ohn 5iley E Sons+ 4S. 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!+ .ersey+ * '6182# =est+F.oo4s 8((6+ &!CD Science+ Technolo y and $ndustry scoreboard: $nno.t) ?td+ Cape Town# =arnes+ .REFERENCES .9 (8((/)+ =uildin your customer strate y: a uide to creatin pro)itable customer relationships+ .ation and per)ormance in the lobal economy+ p# ''8 C ''D# .ier =utterworth1<einemann+ M.alue and pro)itability+ *earson *rentice <all+ @ew .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- .n $ntroduction ("th ed#)+ *earson *rentice <all+ @ew .rmstron + 9 E:otler+ * 8(("+ Marketin .utaE Co# (*.
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