• Sanjiv Kumar
• Dr. Sujit G. Metre

E-commerce is a progressively significant part of the global economy. Users of the e-commerce web sites or web applications often have high expectations for the quality of services and if those expectations are not met, the next site is only a click away. The trust of the customer is at stake when shopping online, as they virtually see and choose the product without any kind of physical touch. This paper attempts to measure the Net Promoter Score (NPS) for different independent variables which affect the online shopping experience of customers for Business to Consumer (B2C) E-commerce at tier II cities of India. The mean of Net Promoter Score for all the variables was found to be a single digit positive score. The score so gotten through the survey of customers residing at tier II cities of India could be categorized as “Good”. It could be construed from the study that significantly decent percentage of customers are having good online shopping experience at the said geographical areas. Some of the variables such as security of payment, 24x7 availability and lower prices and better deals at B2C E-commerce were having NPS as double digit positive scores. It’s a good signal for the companies operating in e-commerce space at tier II cities of India. However some of the variables having low or negative NPS could be visualized as opportunities for marketers to work upon and deliver better customer experience in future.

Consumer Behaviour, E-commerce, B2C, Net Promoter Score (NPS), Customer experience.

"ASSESSING NET PROMOTER SCORE FOR VARIABLES, AFFECTING ONLINE SHOPPING EXPERIENCE OF CUSTOMERS FOR B2C E-COMMERCE AT TIER II CITIES OF INDIA", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 3, page no.675-682, March-2019, Available :http://www.jetir.org/papers/JETIR1903F91.pdf

"ASSESSING NET PROMOTER SCORE FOR VARIABLES, AFFECTING ONLINE SHOPPING EXPERIENCE OF CUSTOMERS FOR B2C E-COMMERCE AT TIER II CITIES OF INDIA", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 3, page no. pp675-682, March-2019, Available at : http://www.jetir.org/papers/JETIR1903F91.pdf