UGC Approved Journal no 63975(19)

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Published in:

Volume 7 Issue 10
October-2020
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIR2010422


Registration ID:
302286

Page Number

3248-3257

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Title

IMPACT OF ONLINE SHOPPING EXPERIENCE ON SATISFACTION AND LOYALTY OF CONSUMERS: STUDY WITH REFERENCE TO CHENNAI METROPOLITAN CITY

Abstract

This research paper investigated the impact of online shopping experience on satisfaction and loyalty of consumers. The service quality of online shopping as well as relation between factors which influence purchase decision of consumers for online shopping and their satisfaction towards online shopping was assessed. The structural relationship between service quality of online shopping, satisfaction and loyalty of consumers towards online shopping was also evaluated. By using the data gathered from consumers of online shopping in metropolitan city of Chennai of Indian continent, some salient findings were made. This study witnessed that consumers developed loyalty towards online shopping when online retailers provided convenience, excitement, offers and interactivity to consumers of online shopping and also gave better services and enhanced satisfaction of consumers of online shopping. Moreover, the risk perception of consumers in online shopping was influenced by online shopping experiences of consumers namely convenience, excitement, interactivity and offers. The satisfaction of consumers towards online shopping was influenced by convenience, offers, excitement and interactivity. In addition, loyalty of consumers for online shopping was influenced by convenience, excitement, offers and interactivity. Besides, dimensions of service quality of online shopping have direct and positive influence on satisfaction of consumers towards online shopping and in turn, satisfaction has direct and positive influence on loyalty of consumers for online shopping. In overall, it is concluded that the online shopping in Chennai city is underutilized at present by online retailer and it has huge potential for both present and future situations also.

Key Words

ONLINE SHOPPING EXPERIENCE SATISFACTION LOYALTY CONSUMERS CHENNAI

Cite This Article

"IMPACT OF ONLINE SHOPPING EXPERIENCE ON SATISFACTION AND LOYALTY OF CONSUMERS: STUDY WITH REFERENCE TO CHENNAI METROPOLITAN CITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 10, page no.3248-3257, October-2020, Available :http://www.jetir.org/papers/JETIR2010422.pdf

ISSN


2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"IMPACT OF ONLINE SHOPPING EXPERIENCE ON SATISFACTION AND LOYALTY OF CONSUMERS: STUDY WITH REFERENCE TO CHENNAI METROPOLITAN CITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 10, page no. pp3248-3257, October-2020, Available at : http://www.jetir.org/papers/JETIR2010422.pdf

Publication Details

Published Paper ID: JETIR2010422
Registration ID: 302286
Published In: Volume 7 | Issue 10 | Year October-2020
DOI (Digital Object Identifier):
Page No: 3248-3257
Country: Vellore District, Tamilnadu, India .
Area: Management
ISSN Number: 2349-5162
Publisher: IJ Publication


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