Volume : 11, Issue : 3, MAR 2025

CAPITALIZING ON BUSINESS DEVELOPMENT AND CHALLENGES IN THE DIGITAL ERA RESEARCHED BY STUDENTS, PG DEPARTMENT OF COMMERCE WITH COMPUTER APPLICATIONS, MANNAR THIRUMALAI NAICKER COLLEGE MADURAI.

A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING IN AMAZON IN MADURAI CITY

M.MANIKANDAN, DR.S.RAJAMANI

Abstract

The customer satisfaction towards online shopping on Amazon is one of the leading e-commerce platforms. The rapid growth of online shopping has led to an increasing need to understand the factors that influence consumer satisfaction in this digital market place. The research focuses on key aspects such as product quality, delivery time, website usability, customer service, and price competitiveness. A mixed-method approach was adopted, utilizing both quantitative surveys and qualitative interviews to gather insights from Amazon shoppers.

The study found that the primary drivers of customer satisfaction include fast delivery, product availability, and the ease of navigating the website. Customers reported high satisfaction levels with Amazon’s wide range of products, efficient customer service and the seamless return process. However, some customers expressed dissatisfaction with occasional product quality issues and delays in delivery during peak seasons. Price competitiveness was also identified as a crucial factor with consumers often comparing prices between Amazon and other online retailers before making purchases.

This research suggests that Amazon’s continued success in maintaining customer satisfaction is dependent on its ability to innovate and address customer concerns, especially in areas like delivery speed, product quality, and customer service responsiveness. The findings offer valuable insights for e-commerce businesses aiming to enhance their online shopping experience and improve customer loyalty. Further research could explore the impact of emerging technologies like AI and machine learning on customer satisfaction in e-commerce.

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Article No : 83

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