DISSERTATION REPORT

On

“A STUDY ON CUSTOMER SATISFACTION TOWARDS MYNTRA’’

Submitted in partial fulfilment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted by

HARSIMRAN ARORA

20MBA5HUR10019

MBA Final Year

Under the guidance of

DR. SUNIL ATULKAR

(School of Management)

SAGE UNIVERSITY BHOPAL

Sahara By pass Road Katara Hills, Extension, Madhya Pradesh 462022

(2021-2022)
 SANJEEV AGRAWAL GLOBAL EDUCATIONAL UNIVERSITY

SCHOOL OF MANAGEMENT

DECLARATION

I Harsimran Arora student of “Master’s In Business Administration session 2020-22, hereby

inform that the work presented in this project entitled "customers satisfaction towards " is the
outcome of my own work, is bonafided and correct to the best of my knowledge and work
has been carried out taking care of Management ethics. The work presented does not infringe
any patented work and has not been submitted to any other University or anywhere else for
the award of any degree.

Student Name – Harsimran Arora

Date – 05-08-2022

Place – Bhopal
 SANJEEV AGRAWAL GLOBAL EDUCATIONAL UNIVERSITY

SCHOOL OF MANAGEMEN

CERTIFICATE

This is to certify that the work embodies in this project entitled “customer’s satisfaction
towards Myntra” being submitted by HARSIMRAN ARORA, [20MBA5HUR10019] in
partial fulfillment of the requirement for the award of “Master’s in Business Administration”
to Sage University, Bhopal (M.P) during the academic year 2020-22 is a record of
bonafidepiece of work, carried out by her under my supervision and guidance in the School
of Management, Bhopal.

Supervisor Head of School

Dr. Sunil Atulkar Dr. Manoj Bhatia

(School of Management, Bhopal) (School of Management,Bhopal)

 SANJEEV AGRAWAL GLOBAL EDUCATION UNIVERSITY, BHOPAL

SCHOOL OF MANAGEMENT

DECLARATION OF PLAGIARISM

I hereby declare that the work embodied in this report entitled ‘a study on customer satisfaction
towards Myntra’ being submitted by, Harsimran Arora (20MBA5HUR10019) ‘Master of
Business Administration’ in Sage School of Management ,Bhopal is authentic record of our work
carried under the supervision and guidance of Dr. Sunil Atulkar (associate professor) and has not
been submitted anywhere.
I also declare that ‘A check of plagiarism has been carried out on this project report and is found
within the accepted limit and report of which is enclosed an annexure 1’.

Harsimran Arora

(Student od Sage University,Bhopal )

Dean/HOS/HOD (Supervior)

Dr. Sunil Atulkar

 SANJEEV AGRAWAL GLOBAL EDUCATIONAL UNIVERSITY

SCHOOL OF MANAGEMENT

CERTIFICATE OF APPROVAL

The project entitled on ‘customers satisfaction towards Myntra’ being submitted by

Harsimran Arora has been examined by us and is hereby approved for award of “Master of
Business Administration” for which it has been submitted. It is understood that by this
approval the undersigned do not necessary endorse or approve any statement made, opinion
expressed or conclusion drawn therein but approved the project only for the purpose for
which it has been submitted.

(Internal Examiner) (External Examiner)

Dr. Sunil Atulkar

(SAGE School of Management, Bhopal

 SANJEEV AGRAWAL GLOBAL EDUCATIONAL UNIVERSITY

SCHOOL OF MANAGEMENT

Acknowledgment

It is my proud privilege to present a project on the "customer’s satisfaction towards

Myntra".Itake this opportunity to express deep sense of gratitude and would like to give
thanks to my supervisor Dr. Sunil Atulkar ,associate professor school of management ,Bhopal
for their valuable guidance inspiration and encouragement that has led to successful
completion of this work and would like to express my heartfelt thanks towards Head of
school Dr. Manoj Bhatia for the valuable suggestions throughout the project work, I couldn't
have accomplished what I actually have without their guidance .
I am also thankful to all faculty members for the suggestion and support. I would like to
deeply thank my family and friends for all the support and encouragement they have rendered
time to time.
Last but not least I dedicate my work to almighty God without whose wish and helping hands
this work would not have taken the shape it has now.
 TABLEOFCONTENTS

PARTICULARS
CHAPTER ONE (1) INTRODUCTION
1.1 Abstract
1.2 Introduction
1.3 E- commerce in India
1.4 Customer satisfaction
1.5 Impact of online shopping on customer satisfaction

CHAPTER TWO (2) LITERATURE REVIEW

2.1 Research Paper Studied
2.2 Objectives of the study

CHAPTER THREE (3) RESEARCH METHODOLOGY

3.1 Research type

CHAPTER FOUR (4) DATA INTERPRETATION

CHAPTER FIVE(5) FINDING RESULTS AND CONCLUSION

5.1 Finding results
5.2 Conclusion
Bibliography
Questionnaire
CHAPTER NO ONE (1) INTODUCTION

1.1 Abstract

The importance of this study is to examine the customer satisfaction towards Myntra.com
users. For this study survey was conducted .the data will be collected from respondents
through schedule containing questions. The study result concluded that future of e- tailers in
india looking very bright. Myntra.com offering best prices,good products and completely
easy shopping experience the customer.the success of any e-tailers company in india is
depending upon its popularity, its branding image, its unique & fair policies, and its customer
relations etc.
1.2 Introduction
Myntra is an Indian fashion e-commerce marketplace company headquartered in Bangalore,
Karnataka, India. The company was founded in 2007 by Indian Institute ofTechnology
graduates with a focus on personalization of gift items. By 2010, Myntra shifted itsfocus to
the online retailing of brandedapparel in May 2014, Myntra.com merged with Flipkart to
compete against Amazon whichentered the Indian market in June 2013 and other established
offline retailers like Future GroupAditya Birla Group and Reliance RetailEstablished by
Mukesh Bansal along with Ashutosh Lawania and Vineet Saxena, Myntrawas in the business
of on-demand personalization of gift items. It mainly operated on the B2B(business-to-
business) model during its initial years. Between 2007 and 2010, the online portalallowed
customers to personalize products such as T-shirts, mugs, mouse pads, calendars,watches,
teddy bears, pendants, wine glasses and jigsaw puzzles.in 2011, Myntra expanded its
catalogue to include fashion and lifestyle products andmoved away from personalization.
Myntra tied up with various popular brands to retail a widerange of latest merchandise from
these brands. Myntra offered products from 350 Indian andInternational brands by 2012.
Myntra also had casual wear for men and women from brands. Thewebsite saw the launch of
Fastrack watches and of Being Human, the brand.2014 saw the merging of Myntra with
another Indian e-commerce giant Flipkart.com inan estimated deal of ₹2,000crore, though
nothing in terms of value wasofficially disclosed by any of the company. Merger was majorly
influenced by two largecommon shareholders, Tiger Global and Accel Partners. Myntra still
continues to function and operate independently to increase its market share from 50 to 70
per cent of the market share.
In 2014, Myntra's portfolio included about 1,50,000 products of over 1000 brands ranging
from international brands to designer brands and distribution area of around 9000 pin codes
in India in May 2015, Myntra moved on to app-only business model wherein customers can
only buy and transact in their site through smart phones. The move came after the site
claimed that 95 percent of Internet traffic on their site came mobile and 70 percent sales were
generated through smart phones. The move to app-only generated mixed reviews and saw
10% dip in sales initially however, in February 2016, the company retracted its app-only
model in an attempt to win back lost customers. The company cited that the app-only strategy
had backfired and Myntra would prelaunch its website. Myntra was voted as the "India’s
Most Admired & Valuable Power Brand Award 2016"at 7th Annual India Leadership
Conclave & Indian Affairs Business Leadership Awards 2016under the chairmanship of the
founder Satya Brahma on Friday 1 July 2016 in Mumbai. After that they run their business
successfully till now.

In September 2017, Myntra negotiated the rights to manage Esprit holdings 15 offline stores
in India. Myntra reported a net loss of ₹151.20 crore in the financial year 2017–2018. In
January 2021, Myntra changed its logo, after a police complaint was registered that the logo
resembles a naked woman. The complaint was filed by a woman named Naaz Patel, who runs
an NGO called Avesta Foundation.

E-commerce is also known as electronic commerce, which is an activity of electronically

buying and selling of the products and services through the use of internet as a medium.
There are various technologies that are involved in doing e-commerce business such as
internet marketing, mobile commerce, electronic data interchange and inventory management
systems etc. E-commerce is one the largest electronic industry. This type of electronic service
is continuously seeing a rapid growth. Electronic commerce has totally changed the lifestyle
and living standard of the consumers. Most of the customers, especially youngsters are
moving from brick-and-mortar shops to online business sites. They see it as more
comfortable and easy way to do the transaction as it reduces their use of time which is more
time consuming in case of traditional commerce. The need of e-commerce emerged from the
need to use computers more efficiently in banks & corporations. As the competition is
increasing on a rapid base, most of the organizations are looking forward to increase
customer satisfaction and information exchange which will build a set of trust in the mind of
consumers regarding the organization. Ecommerce was basically started by banks by
introducing electronic funds transfer. Despite being such large and strategic, the Indian
consumer market has not experienced the impact of online shopping although at the same
time. Online shopping has made largest rides in the global market. However, a very large
potential exists in market. The continuous growth of online marketing has stimulated great
interest and enthusiasm in studying online consumer behaviour. Given as per the significant
growth in online shopping, better understanding of consumers allows better marketing
strategies to be designed. Despite of the shopping mall culture in the country, more and more
Indians are now shifting towards online shopping. The potential growth of on-line shopping
has ignited the idea of conducting a study on online shopping in India. On the other hand, the
exponential increase in online shopping and the fast rate of growth in the number of retailers
selling online have created an extremely competitive marketplace.

1.3 E -commerce in india

The online business showcase in India is assessed to develop from $10 billion consistently to
between $70-260 billion consistently by 2025.It is additionally assessed that the web-based
business showcase is about 57% from unassuming communities and the equalization from the
biggest metros. The most famous utilization of online business is on movement sites, which is
finished by about 70% of all webbased business shoppers in India. There are difficulties to
internet business organizations working in India-including some hesitance of shoppers to pay
for merchandise or administrations on the web. A few organizations are attempting to get
around this issue by giving money down as a support of their shoppers. For example, issues
related to payment and refunds etc. The most frequent issue that is discussed by the
researchers in the context of e-commerce is customer satisfaction. Customer satisfaction is
one of the best things that e-commerce should look into because customer is the profit means
to a business. In addition to this it also emphasized the importance of satisfaction which
influences the customers to repeat purchasing through same platform frequently.

1.4 Customer satisfaction

Customer satisfaction is a very significant concept of marketing. It is a measurement that
helps in determining how satisfied or dissatisfied the customers are with the products,
services, and capabilities of a company. It acts as a very important tool in not only
determining the customer satisfaction towards the company but also in improving or
changing the products and services in such a way that the customers’ expectations can be
reached. Along with this, customer satisfaction plays a pivotal role in marketing as it creates
customer loyalty which can further be very effective to a company because loyalty leads to
word-of-mouth marketing. Low customer satisfaction warns the company about various
problems that can affect profitability and sales of the company. Hence, a reliable measure of
satisfaction metrics is essential for a business in order to effectively maintain their customers’
needs and satisfaction levels.

1.5 Impact of online shopping on customer satisfaction

The trend of online shopping has shown an escalating increase in the era of digitalization.
The ease, convenience and other benefits of online shopping have shifted the people towards
the e commerce platform. The provision of proper information and comparison of the
products through e commerce platforms have boosted the customer satisfaction. The impact
that online shopping has on customer satisfaction includes access convenience, search
convenience, evaluation convenience, transaction convenience, possession convenience, and
post possession convenience.
CHAPTER TWO (2) LITERATURE OF REVIEW

2.1 RESEARCH PAPER STUDIED

Internet shopping is still in the development stage and limited research studies have been
done.

1. The strategies that marketers are using have not adequately addressed the changing
demands of the consumer to ensure customer satisfaction (Day &Landon, 1977). The
marketing function limits the scope of marketing strategies in operating successfully
online. New electronic communication marketing variables have exploded the
alternatives available to customers Globally. These changes have redefined many of
the old views of marketing, trade and power.Furthermore many researchers recognize
and accept that customer satisfaction is a logical measurement of success in market
exchanges (Dubrovski, 2001)

2. Crawford, (1997)in his paper said that traditional consumer behaviour shopping has
its own model, which the buying process starts from the problem recognition,
information search, evaluation of alternatives, then purchase, and at last post purchase
behaviour.

3. Bellman et al (1999) examined various predictors for whether an individual will

purchase online and they concluded that demographic variables such as education, age
and income, have a modest impact on the decision of
whetherto buy online, whereas the most important determinant of online shopping wa
s previous behaviour, such as earlier purchases therefore demographic factors arenot
much influenced on the purchase.

4. According to Modahl 2000Kotler and Amstrong (2000) Stated that

persons buying behaviour is influenced by four key psychological factors i.emotivatio
n, perception, learning and belief oriented attitude.

5. Ernst and Young (2000) reported that Internet users purchased online because of good
product selection, competitive prices, and ease of use, but were concerned about
shipping costs, lack of opportunity to prior examining the products, as well as, the
confidentiality of credit card and personal information.
6. Vyas and Srinivas (2002) in their paper stated that majority of the internet users were
having positive attitude towards online buying of products/services. There exists a
need for developing awareness about consumers’ rights and cyber laws. They also
emphasized on better distribution system for online products.

7. Ahn et al. (2004) ,Lee and Joshi (2007), found that delivery performance has
significant influence on customer satisfaction.

8. A piece of study carried out by Monsuwe et al (2004) collectively provides all the
related literature review regarding the factors that drive consumers to shop online. As
a further step, this paper encompasses the literature review regarding advantages,
problems and consumers’ expectations of online shopping, and examines the
perceptions of adopters of online purchases compared to Internet users who preferred
the traditional way of shopping.

9. Alam and Yasim (2010) reported that that website design, reliability, product variety
and delivery performances are the four key factors influencing consumers’
satisfaction of online shopping

10. Adrita Goswami et.al (2013) Studied “Customer Satisfaction towards Online
Shopping with Special Reference to Teenage Group of Jorhat Town” study concludes
that online customers are satisfied. This research explicitly indicates that online
marketer should give more importance on price factor and after sale factor. In this
competition era all the online marketers should have to concentrate on the customer’s
satisfaction to retain the existing customers and have to offer new scheme day by day
to attract the new customers.

11. According to Ankit goel et al (2014) study found that service after

sale provided by sellers are quite excellent and what they assure makes buyerscomfort
able therefore, online shopping getting more success. Another piece of work from
Ather Akhlaq et al (2014) concluded that technology is accepting theories of
consumer it is helping researchers to know the demand from global online shopping
12. Prashant singh (2014) made study on consumer’s buying behaviour on myntra(India)
and found that any e-tailer will be get success depends on fair policies, brand image
and popularity.

13. According to the Alina Babar et.al (2014), behaviour of the consumers regarding

technology of internet is medium level and in other hand it should befree from
physical and mental effort and even if online shopping not make any financial risk,
there consumer attitude towards online shopping will be positive.

14. Alka Kumawat and Tandon (2014) made study using questionnaire with 200
customers as a sample. The study revealed that customers are very satisfied towards
online shopping because of the delivery system is working effectively therefore
customers are doing shopping again and again.

15. According to Mohanapriya.S “Online shopping has grown in popularity over the years
mainly because people find it convenient from the comfort of their home or office.
One of the most enticing factors about online shopping is popularity during a holiday
season, it alleviates the need to wait in long lines or search from store to store for a
particular item. The main scope of the study is to know about customer satisfaction
towards online shopping. The present study reveals about reasons for preferring an
online website and satisfaction towards online websites”.

16. Ryan (2004) conducted A research on the mosaic of institutional issues associated
with gaining credibility for internet marketing standards. Strong claims for a
predominantly self-regulatory approach are reviewed in conjunction with other factors
that inhibit credibility, namely: competing internet worldviews, weak moral
coherency and offline ambiguity about respective institutional roles, especially as
regards moral dimensions of notions of regulation and self-regulation.

17. Wang (2006) conducted A research to examine the current use and predict future
Web-based marketing activities of U.S. convention and visitor bureaus. A survey was
sent to 600 randomly selected American convention and visitor bureaus with a focus
on assessing the applications included in the bureaus’ Web sites, their Web site
promotion techniques, and customer relationship management programs in relation to
 these Websites. The results indicate that most bureaus’ Internet marketing activities
are relatively limited, focusing on providing travel information to prospective visitors.

18. Bengtsson (2007) stated that adopting the Internet for advanced marketing operations
opens up challenging opportunities for firms of all sizes. However, such adoption
might destroy investments in present market channels and thus has the characteristics
of radical innovation. The results of analysis show that composition of factors on
which firms base their decision to adopt advanced Internet-based marketing
operations varies significantly with firm size.

19. Chinting (2010) stated that few school or educational studies have simultaneously
explored both internet marketing and organizational commitment, and of those that
have, only direct effects were examined. This study clarifies the relationship between
school organization’s internet marketing and teachers’ organizational commitment by
examining the mediating role of teachers’ job involvement and job satisfaction.

20. According to Sharma and Mittal (2009) in their study "Prospects of e-commerce in
India”, mentions that India is showing tremendous growth in the Ecommerce.
Undoubtedly, with the population of millions of people, online shopping shows
unlimited potential in India. Today E-commerce is a common word in Indian society
and it has become an integral part of our daily life. there are websites providing a
number of goods and services.

21. Ramírez Nicolas (2010) state that "The Internet has changed many facets of our daily
lives: the way we relate and communicate with one another, how we interact with a
bank, read newspapers or watch television. Even the way
we buy and sell. These changes have occurred due to the constant flow ofcompanies
offering new business models and innovative formulae. Discount coupons have
always been a powerful marketing tool. Whether inserted in printed media or
posted through letter boxes, they attracted new customers and were also offered at the
time of purchase to promote consumer loyalty by encouraging repeat purchases at
outlet.
2.2 OBJECTIVE OF THE STUDY

 To know the effectiveness of Myntra.

 To review the reach of Myntra to the customer.
 To study about the customers satisfaction on Myntra.
 To study that what are the experience of customers are facing while shopping at
Myntra.
CHAPTER THREE (3) RESEARCH AND METHODOLOGY

3.1Research is the process of systematic and in depth study or search of any particular topic,
subject, or area of investigation, backed by collection, compilation, presentations and
inference of relevant details or data. This research is a descriptive research. Descriptive
research design means fact finding one. The researcher use this type of research to find out
the fact of respondents attitude and opinion about employee empowerment. Sample size
denotes the number of sample selected for the study. The sample size for this study is of 39
respondents. Convenience sampling has been used for this study.

Primary data was collected through Questionnaire. The data which is collected is authentic
and fresh which means that it was collected for the first time. Secondary data is also collected
from necessary websites.

Research Methodology : survey method .

Sample size : 39

Primary data
Sampling method:- Convenience sampling
Instrument used:- Questionnaire

Secondary data
Secondary data is also collected from necessary websites.
CHAPTER FOUR (4) DATA AND INTERPRETATION

The research was based on the responses of 40 respondents who have shopped on Myntra
online fashion retail stores .the responses showed that out of total respondents majority
of50% are female and 50% are females are using Myntra for their online shopping.

Interpretation -According to this graph the young customers gives more preference to the
online shopping , above the age of 23 (28.9%) of customers are using Myntra .

Opinion Percentage Respondent

Male 50%
Female 50%

 
Interpretation -There are 42.5% of customers are extremely comfortable with shopping
-37.5% of customers are quite comfortable and
-rest of the 20% are customers who are moderately comfortable with shopping .

Opinion Percentage Respondent

Extremely comfortable 42.5%
Quite comfortable 37.5%
Moderately comfortable 20%
Interpretation -According to this graph the 79.5% customers are give importance to the good
quality of product.
-As 30.8% & 30.8% are the customers who give preference to delivery timing and pricing of
the product .

Opinion Percentage Respondent

Delivery time 30.8%
Pricing 30.8%
Good quality of product 79.5%
Interpretation -53.8% of customers are satisfied with the service quality of Myntra -23.1% of
customers are getting unbiased and 20.5% of customers are satisfied with the service quality
of Myntra .

Opinion Percentage Respondent

Strongly agree 20.5%
Agree 53.8%
Neutral 23.1%
Disagree 1.3%
Strongly disagree 1.3%
Interpretation -60% of customers are agree for not facing any difficulty in returning or
replacing the product that they brought from Myntraand other 22.5% customers are agree
with not facing any difficulty in replacing and returning the product whereas 10% users are
neutral with their opinion.

Opinion Percentage Respondent

Strongly agree 22.5%
Agree 60%
Neutral 10%
Disagree 5%
Strongly disagree 2.5%
Interpretation – 27.5% users are strongly agree that online shopping will save time as
well as their energy , 55% users are agree .

Opinion Percentage Respondent

Strongly agree 27.5%
Agree 55%
Neutral 15%
Disagree -
Strongly disagree 2.5%
Interpretation -65% are agree with the security of their payment with Myntra ,15% -15%
users are agree and strongly agree.

Opinion Percentage Respondent

Strongly agree 15%
Agree 65%
Neutral 15%
Disagree 2.5%
Strongly disagree 2.5%
Interpretation -62.5% are agree to recommend their friends to purchase from Myntra
and 15% -15% users are agree and strongly agree.

Opinion Percentage Respondent

Strongly agree 15%
Agree 62.5%
Neutral 15%
Disagree 2.5%
Strongly disagree 2.5%
yes 2.5%
Interpretation – 57.5% users are agree for shopping with Myntra whereas, 22.5% users are
strongly agree , 15% users are neutral with their experience.

Opinion Percentage Respondent

Strongly agree 22.5%
Agree 57.5%
Neutral 15%
Disagree -
Strongly disagree 2.5%
yes 2.5%
CHAPTER FIVE (5) FINDINGS AND CONCLUSION.

5.1Finding Results

1. There is not much difference in gender for using online shopping.

2. Maximum respondents 90.5% belongs to the age group above 20-50 year.

3. Maximum respondents 62.5% of the customers are post graduates, out of which
27.5% of the users are graduated end and the remaining 10% of the users are currently
completing their graduation degree.

4. Maximum respondents 95% are shop online.

5. Maximum respondents 42.5% of the users are extremely comfortable when they shop
online , and there are 37.5% users are quite comfortable and rest of 20% users are
moderately comfortable with online shopping.

6. Maximum respondents of 80% users are looking for the good quality of product
where as 30%-30% 30% of users are those who keep the pricing and delivery time in
their minds from purchasing products from Myntra.

7. Maximum respondents 98.5% of the respondents belongs to strongly agree with

overall shopping experience with Myntra.

5.2CONCLUSION

With the advancement in technology, more and more people are shifting towards e-commerce
platforms for shopping. However, retaining old and attracting new customers is not as easy as
it seems on the online platform. Having a clear understanding about the customers and their
needs is must if an online retailer wants to satisfy their customers and to be successful in the
online market. Keeping the customer satisfied is a very cumbersome task, especially when
the competition is vast, and the customers’ expectations are high. the behaviour of customers
while doing online shopping is not only dependent upon their unique character like age,
gender, occupation, or educational background. The online retailers also need to understand
certain other aspects which satisfies or dissatisfies their customer. These satisfaction factors
includeease of access of retail application, product quality, variety, stock availability,
affordability, offers and discounts, timely delivery, etc. thus, this study is all about the
positive reaction on Myntra that customers are fully satisfied with the quality ,price and
quantity of the particular product which they sell on Myntra.

BIBLIOGRAPHY

Adrita Goswami et.al, Customer Satisfaction towards Online Shopping with Special
Reference to Teenage Group of Jorhat Town Paripex - Indian Journal of Research, Vol:3,
Issue: 4, May 2013, pp-239-241.2. Ahn, T., Ryu, S., Han, I. (2004). The Impact of the Online
and Offline Features on the User Acceptance of Internet Shopping Mall. Electronic
Commerce Research and Applications, 3 (4), 405-420.3. Deepali “Study on growth of Online
Shopping in India”, Journal of Computer Science and Information Technology (IJCSMC),
Vol. 2, Issue. 6, June 2013, pp.65 -68
QUESTIONNAIRE

1. Name : ___________

2. Age : ____________

3. Email : ___________

4. Gender : -Male - female

5. What is your education:

-under graduate -graduate -post graduate

6. Do you shop online :

-yes -no

7. How comfortable are you with shopping online :

-extremely comfortable -quite comfortable -moderately comfortable

-not at all comfortable

8. Which of these factors are important to you when you make the decision about to
purchase goods from Myntra :

-delivery time -pricing food quality of product

9. So , far you satisfied with the service quality of Myntra : -strongly agree

-agree -neutral -disagree -strongly disagree

10. There is no difficulty in returning /replacing the product brought from Myntra ?

-strongly agree -agree -disagree -neutral -strongly disagree

11. Online shopping will saves and energy ?

-strongly agree -agree -neutral -disagree -strongly disagree

12. Are you confident that your payment information is kept secure and safe ?

-strongly agree -agree -neutral -disagree -strongly disagree

13. You will recommend your other friends to purchase from Myntra ?

-strongly agree -agree -neutral - disagree -strongly disagree

14. You are overall satisfied with your experience of shopping with Myntra ?

-strongly agree -agree -neutral -disagree -strongly disagree