A Study on the Customer Satisfaction towards Online Shopping in Gwalior Locality

Online shopping can be defined as the process customers go through to purchase products or services over the internet. Satisfaction plays a major role in online business because it helps to build customer trust, enhances favourable word of-mouth reports, leads to repeat purchases, predicts purchase behaviour and predicts the internet retailer’s endurance and success. The present study is an attempt to find out the customer satisfaction towards online shopping. From the study it is clear that the respondents are satisfied with online shopping services and the most used mode of payment is net banking. The study suggested that the Government should establish consumer protection mechanism to monitor online purchasing, which could enhance the confidence of public in online shopping system.