A Study on Customer Satisfaction in Online Shopping With Special Reference to Coimbatore City

The rapid growth of the internet and digital technology has increased the popularity of online shopping among consumers. Customer satisfaction plays a vital role in the success of e-commerce businesses. This study aims to analyse the level of customer satisfaction towards online shopping and to identify the factors influencing their purchasing decisions. Primary data were collected through a structured questionnaire from selected respondents. The study focuses on aspects such as convenience, price, product quality, delivery service, and payment methods. The findings reveal that most customers are satisfied with online shopping due to time savings and easy access to products, though issues like delayed delivery and security concerns still exist. The expansion of e-commerce has significantly changed consumer buying behaviour. This study focuses on analysing customer satisfaction towards online shopping by identifying the factors that influence consumers’ purchase decisions. Primary data were gathered using questionnaires, and descriptive analysis was applied. The study reveals that convenience, product variety, competitive pricing, and easy payment options positively influence customer satisfaction. However, issues such as lack of trust, delayed delivery, and product quality discrepancies affect customer confidence. The findings provide useful insights for ecommerce businesses to improve customer satisfaction.