Service Quality of Online Shopping Site- Amazon.in

Abstract

Today customers can shop online using a range of different computers and devices including laptop, tablet computers, smart phones etc. An online shop evokes the physical analogy of buying products or services at a regular bricks and mortar retailer or shopping centre. This process is called business to consumer online shopping. When an online store is set up to enable business to buy from another business, the process is called business to business online shopping. The proposed research work attempts to study the service quality of online shopping site-Amazon.in which was undertaken in Ernakulam district at Kolenchery town. The respondents of the study included customers of online shopping site-Amazon.in. The data were suitably classified and analyzed based on the objective of the study. Analysis was done via statistical software 17.0. Statistical tools like percentages and t-test have been applied for analyzing the data. The study revealed that the consumers were very much satisfied with the services, viz. responsiveness, reliability, customer care, continuous improvement, convenience, ease of use, product portfolio, security, communication and web site design.

Keywords

Online store, website design, responsiveness Customer care.

References