An Analysis of Customer Perception on the Differentiated Parcel Service using Kano Model and Timko’s Customer Satisfaction Coefficient – Focusing on Online Shopping Customers

E-retailing has emerged as a significant player in the retail industry in India. The major cutthroat competition happens between Flipkart, Amazon, and Snap deal. These merchants have a significant competitive edge on electronic goods over other merchants in Indian online shopping portals. Thus, the purpose of this paper is to understand and analyses the universal perception and satisfaction quotient of customers in India concerning to the purchase of electronic goods via these e-commerce merchants. We have used hypothesis testing and analysis of variance to understand customer satisfaction and customer perception. The results show that overall customer satisfaction is the highest for Flipkart. Also, the physical appeal and the quality of the product are the main reasons which impact the customer's perception toward not shopping online. This study is original in itself because it is limited to the purchase of electronic goods only from the emerging e-retail merchants- Flipkart, Snap deal, and Amazon in India.

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A CUSTOMER PERCEPTION TOWARDS ONLINE SHOPPING AND OFFLINE SHOPPING

YMER Digital ◽

10.37896/ymer20.11/22 ◽

2021 ◽

Vol 20 (11) ◽

pp. 247-253

Author(s):

M Farzana Banu ◽

◽

Dr Jayam ◽

Keyword(s):

Customer Satisfaction ◽

Rapid Growth ◽

Online Shopping ◽

Descriptive Analysis ◽

Primary Data ◽

Satisfaction Level ◽

Chi Square ◽

Customer Perception ◽

Chi Square Test ◽

Retail Marketing

The foremost aim of this research is to inspect the customer’s insights about online & offline shopping also test the satisfaction level of customers about the shopping criteria and the respective study is held in Chennai. However, rapid growth has emerged in the retail marketing sector in regards to digital shopping & direct shopping. In this case, the current research tells certain scenarios, firstly, to study the customer satisfaction that is to check whether they are interested in offline or online shopping, secondly, customer attraction that is what mode (online, offline) makes them attracted, thirdly, observation of the customer feedbacks about the shopping methods. The methodology adopted is collection of primary data from 25 male and 25 female customers and analyze it using descriptive analysis, and chi-square test. To conclude, from the study conducted on Customer perception towards Online shopping is good when compared to Offline shopping and there is significant increase in Online shopping

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Integrating the Kano Model into Designing Service Quality of Online-Shopping Web to Enhance Customer Satisfaction

2009 International Conference on Management and Service Science ◽

10.1109/icmss.2009.5302107 ◽

2009 ◽

Cited By ~ 2

Author(s):

Bingqing Yu ◽

Junying Yu

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Online Shopping ◽

Kano Model

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Factors that Lead Amazon.com to A Successful Online Shopping Platform

International Journal of Tourism and Hospitality in Asia Pasific ◽

10.32535/ijthap.v4i1.1017 ◽

2021 ◽

Vol 4 (1) ◽

pp. 7-17

Author(s):

Uma Warrier ◽

Padmalini Singh ◽

Chuah Wei Jien ◽

Daisy Mui Hung Kee ◽

Goi Zi Yi ◽

...

Keyword(s):

Customer Satisfaction ◽

Competitive Advantage ◽

Customer Service ◽

Positive Relationship ◽

Online Shopping ◽

Customer Perception ◽

Competitor Analysis ◽

Service Execution

The online shopping method has replaced the traditional shopping method. Amazon.com as one of the largest online shopping platforms has adopted a number of strategies which has contributed to its success. It includes innovation, outstanding customer service, execution, and diversification. The purpose of this study is to investigate the factors that lead Amazon.com to be a successful online shopping platform. This study explored what made Amazon today by gauging some factors such as the level of customer awareness, sources of awareness, customer perception, customer satisfaction, competitor analysis, competitive advantage, etc. It also investigates the opportunity Amazon gained in the market. This study proves there is a positive relationship between the factors and the success of Amazon.com.

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