A Study on Customer Experience in Online Shopping with Special Reference to Sri Vijaya Puram (Port Blair), Andamans

The present study explores the perceptions and experiences of consumers in Sri Vijay Puram City with regard to online shopping. With the rapid growth of internet access and digital services, online shopping has become a preferred mode of purchase for many customers. Consumers commonly use online platforms to buy products such as clothing, electronic goods, and beauty products, as well as to gather information about products and services. The study focuses on analysing the factors that influence customer experience in online shopping, the product categories most preferred by customers, variations in payment and delivery systems, and the quality of product support and customer service offered by online retailers. The findings indicate that convenience, time efficiency, competitive pricing, secure payment options, and customer reviews play a major role in shaping positive customer experiences. Young consumers, particularly those in the 18–25 age group, show a higher inclination toward online shopping and expect fast, safe, and hassle-free transactions. The study also highlights the importance of efficient delivery mechanisms and responsive customer support in building customer satisfaction. Based on the findings, the study suggests that online retailers should enhance website functionality, strengthen customer service, streamline return and refund processes, and adopt innovative solutions such as Digi Pin to improve delivery accuracy, especially in rural and semi-urban areas. The study concludes that continuous improvement in digital infrastructure and