• SOUNDRAPANDIAN.E.
• Dr.K.PRIYA

Online shopping has become a dominant retail mode due to its convenience, accessibility, and product variety. However, customer satisfaction differs across demographics, particularly age groups, as each group has unique expectations and online experiences. This study examines the relationship between age group and the level of perception towards satisfaction in online shopping. The analysis focuses on three age categories—young, middle-aged, and older customers—and evaluates their satisfaction levels based on key factors such as website usability, product quality, delivery services, customer support, and post-purchase experience. The primary objective of this study is to determine whether a significant association exists between age groups and their perceived satisfaction with online shopping experiences. By identifying variations among different age segments, the study aims to highlight how customer expectations evolve with age and how online retailers can enhance service delivery to meet diverse consumer needs. The results of the Chi-square test (χ² = 19.531, p = 0.002) indicate a statistically significant relationship between age and satisfaction level. Young customers predominantly exhibited lower satisfaction, possibly due to higher expectations and greater digital awareness. Middle-aged customers reported moderate satisfaction, reflecting balanced expectations and practical usage patterns. Older customers demonstrated high satisfaction, likely valuing convenience and ease over technical perfection. These findings suggest that customer satisfaction strategies should be segment-specific. Online retailers should focus on improving user interface and responsiveness to appeal to young users, while maintaining reliability and simplified processes to meet the preferences of older customers.

Online shopping, Customer satisfaction, Age group, Consumer perception, E-commerce behavior.

"Evaluating Customer Expectations and Satisfaction in Online Shopping", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 11, page no.f672-f678, November-2025, Available :http://www.jetir.org/papers/JETIR2511600.pdf

"Evaluating Customer Expectations and Satisfaction in Online Shopping", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 11, page no. ppf672-f678, November-2025, Available at : http://www.jetir.org/papers/JETIR2511600.pdf