THE ROLE OF IN IMPROVING CUSTOMER SATISFACTION

STATEMENT OF THE PROBLEM

E-commerce constitute a significant business process of transacting modern business services as

vast population of people are hooked to online services through the internet and various
websites.
However, making the customers satisfaction is pivotal to enhance customer loyalty and repeat
patronage which is dependent on a number of factors.
The problem confronting this research is to investigate the role of e-commerce in improving
customer satisfaction.

OBJECTIVES

1. To study the awareness of customer on e-commerce.

2. To analyze the attitude of customer towards e-commerce.
3. To examine the factors influencing the customer towards e-commerce.
4. To identify the importance of e-commerce in customer satisfaction.

Questionnaire
1. For how many years you are using e-commerce?
( i ) L e s s t h a n o n e y e a r
( i i ) O n e y e a r b u t < f i v e y e a r
(i ii )More t han fi ve year (i v)Do not know/
C annot sa y
2. For what purpose do you use e-commerce?
( i ) F o r p e r s o n a l u s e ( i i ) F o r b u s i n e s s
u s e (iii)For both personal and business use
3. From the various types of e-commerce, what according to you has the largest market
share?
-

0
` ` ` ` ( i ) B 2 B C o m m e r c e ( i i ) B 2 C
C o m m e r c e ( i i i ) B 2 G
C o m m e r c e ( i v ) O t h e r s
4. According to you how is e-commerce helpful to the consumer in the e-business domain?
( i ) B r o a d e n s c o n s u m e r
c h o i c e ( i i ) E n c o u r a g e s p r i c e
t r a n s p a r e n c y ( i i i ) F a s t e n s b u s i n e s s
p r o c e s s ( i v ) D o n o t k n o w / C a n n o t s a y
5. According to you how e-commerce is helpful for the business discourse?
( i ) E f f e c t i v e l y c a t e r s t o c u s t o m e r s ’ d e m a n d s (ii)Smoothens business by
creating customer and businessman network ( i i i ) E n s u r e s g u a r a n t e e o f
payment( i v ) D o n o t k n o w / C a n n o t s a y

6. Do you think that the application of e-commerce has increased over the years in India?
( i ) Y e s ( i i ) N o (iii)Do not know/ Can not say
7. Do you agree that e-commerce as commercial means has its advantages over the
traditional commercialmethods?
( i ) A g r e e ( i i ) D i s a g r e e (iii)Do not know/ Can not
say
8. Do you agree that e-commerce can provide an alternative marketing channel by
eliminating middleman?
( i ) A g r e e ( i i ) N o (iii)Do not know/Cannot say
9. Which is the most prominent domain in which e-commerce is used in India?
( i ) . M a t r i m o n y ( i i ) . R e a l E s t a t e (iii).Stocks &
shares(iv).Travel and tourism( v ) . B a n k i n g O t h e r s
10. What are the challenges to the implementation of e-commerce in India?
( i ) . S l o w p e n e t r a t i o n o f
i n t e r n e t ( i i ) . S e c u r i t y
c o n c e r n s ( i i i ) . L a c k o f
t r u s t ( i v ) . C o n s u m e r s ’
a w a r e n e s s 0 0 0 0 0 0 0 0 0 0 1 0 1
1

l e v e l i s l o w ( v ) . O t h e r
f a c t o r s

11. Do you thing that the Govt. of India is doing its enough to promote e-commerce in
India?
( i ) Y e s ( i i ) N o (iii)Do not know/Cannot say
13. What measure would you recommend for promotion of e- commerce in India?
Promotion of internetTo increase the awareness level of peopleAn integrated promotional
approachOther measures
14. What according to you is the future of e-commerce in India?
( i ) . V e r y
g o o d ( i i ) . G o o d ( i i i ) . N o t s o
g o o d (i v).Do not have a fut ure in In di a ( v ) . D o
n o t k n o w / C a n n o t s a y