CANDIDATE'S DECLARATION

I hereby certify that the work which is being presented in the project report entitled
“Customer Satisfaction In Online Shopping-Retail Industry” in partial fulfillment
of requirements for the award of degree of Master of Business Administrator
submitted to the Maharishi Dayanand University, Rohtak through the B.M. Group of
Institutions, Farrukhnagar, Gurgram is an authentic piece of work done by me.

The work has been carried out during a period from Jan 2022 to June 2022 under the
guidance of Ms. Alpana Yadav, Assistant professor, Department of Management and
Humanities, B.M. Group of Institutions, Farrukhnagar, Gurgaon. The matter presented
in this thesis has not been submitted by me in any other University/ Institute for the
award of M.B.A Degree.

Signature of the Student

This is to certify that the above statement made by the candidate is correct to the best of

my knowledge.

 Signature of the Supervisor

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 ABSTRACT

Online shopping is the biggest part customer attraction as well as customer satisfaction. In this

technological world, most of the companies use online shopping for making satisfy the

customer and for attracting more customers as well. This research paper is based on the topic of

the impact of online shopping on improvising the customer satisfaction in the retail company.

The focus of this research paper has been to identify the impact of online shopping on the retail

business. Apart from this aim, the research paper also has some other aims which such are as to

determine the customers’ satisfaction towards the products as well as services of the retail

companies. The research study also aimed at identifying the impact of online shopping on the

improvement of customers’’ satisfaction in the retail companies. The researcher has used

positivism philosophy, descriptive design, deductive research approach and primary data

collection method for conducting the research. 30 customers and 2 employees working in retail

industry had been selected by the researcher for collecting data related to the research topic.

From the findings of the study, it could be evident that online shopping helps the organizations

to enhance their business opportunity as well as it will help the organizations to enable more

customer satisfaction in the organizational context. It has also been evident from the study that

online shopping has numerous effects on business of the organization and as per the analysis, it

can be referred that online shopping helps the organization to grow their business which will

enable more financial benefit in the organizational context.

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 ACKNOWLEDGEMENT

I’m over whelmed in all humbleness and gratefulness to acknowledge my deepest

gratitude to all those who have helped me to put these ideas, well above the level of
simplicity & into something concrete.  

The thesis period proved for me one of the most productive & knowledgeable
experiences of my career. It provided me an opportunity to upgrade my skills as well as
sharpen my professional knowledge.

I am indebted to Dr. Sahab Singh, Head of Department, B.M. Group of Institutions,

(BMGI), Gurgaon for giving me the opportunity to carry out my project work in this
institute.

I deem it as a proud privilege to express my sincerest regards and gratitude to my

project supervisor Ms.Alpna Yadav, Assistant professor Dept. of Management and
Humanities, BMGI, Gurgaon for his invaluable guidance, constructive criticism,
encouragement and vital suggestions throughout the thesis work. She not only
recommended many useful references, but also attributed his insights in many
theoretical as well as practical issues.

Last but not the least, I would like to extend special thanks to my parents and friends
whose deep experience, patience and love enabled me to complete my thesis work.
Finally, I indebted to all whosoever have contributed in this work.

Manish Dhawan

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