Factors Influencing Customer’s Satisfaction Level Towards Online Shopping in Jaipur and Gurgaon

The ever-increasing use of the internet in India provides a developing outlook for E-marketers. E-marketing is an emerging dimension of India. Lifestyles of the peoples are changing day by day. Earlier there were markets in the street for meeting customers’ needs then updating with the western modernization trend concept of mall and multiplex came into existence which facilitate the customer by providing wider choice of goods and services. Then by eliminating the time spend by customers to visit the mall the concept of e-shopping came into existence where customers need not to visit anywhere they has to just click on the website and the product get delivered at their place. Earlier only books were sold through amazon.com then many such companies enter into market with broader areas providing better facilities to the customers. As each and every thing can be sold or purchased through internet but electric products are more in trend now a day.  Prices of such products are less on e-retailers as compared to brick & mortar shops due to the elimination of middle man which in turn eliminate the dealers cost. But not all e-customers are satisfied by the e-retailers many complaints like delay in product delivery, substandard product without user manual, cheap and incorrect product delivered, non delivery of product etc. So a question arises that the customers are satisfied or not with whatever services provided by the e-retailers. Earlier many researcher try to find out the buyer’s behavior, pre-sale and post sale behavior but no one try to find out the satisfaction level of the customer. So by this research researcher tries to find out the truth behind it. This paper sets out to examine the factors influencing customer’s satisfaction level towards online shopping in Jaipur and Gurgaon through self-administered questionnaire, which was developed based on prior literature. A total of 200 customers were randomly selected. The covariance analysis demonstrated the most significant determinants of consumers’ satisfaction towards online shopping. The results indicated that among total variants availability of unique product, expectation and on time delivery of the product insist customer to shop again from online stores and effects the most their overall experience with the online shopping.