Study of Shopping Behaviour of Online (E Commerce) Customers in Raipur City: Impact on Satisfaction and Loyalty

This research analyses the shopping behavior of online (e-commerce) customers in Raipur city and its impact on their satisfaction and loyalty. The growing prevalence of e-commerce has changed shopping patterns and influenced customer expectations and decision-making processes. The main objective of this study is to understand the key factors that customers consider while shopping online, such as product quality, price, delivery speed, and customer service. The impact of these factors on customer satisfaction and loyalty has been measured in depth. To understand satisfaction and loyalty, this study uses a 1 to 5-point Likert scale, where customers indicate their level of satisfaction and loyalty. This research also indicates that when customers have a positive experience on an e-commerce platform, they are more loyal to the platform and make repeated purchases. Conversely, negative experiences may prompt customers to switch to other platforms. The findings of this study may prove useful for businesses as it will help them develop strategies to increase customer satisfaction and loyalty. This study will help understand the shopping behavior of customers in the e-commerce market of Raipur, which will guide companies towards providing better services.