A Study on Customer's Satisfaction from Amazon Online Shopping during Covid-19 Pandemic

Abstract

During the Covid-19 pandemic the preference for online shopping has increased and it has gained momentum. With the ongoing Covid-19 pandemic, online shopping is gaining more and more importance all across the world. The primary objective of the research is to study the factors influencing the online shopping experience and the level of customer satisfaction with respect to amazon. The primary data has been collected from 506 respondents. The data has been analyzed with the help of correlation and regression using SPSS. The most important variable which leads to customer satisfaction is the availability of diversified products on Amazon, followed by availability of secured payment options on Amazon. The other variables contributing towards customer satisfaction is the feeling security while providing personal information while purchasing products using Amazon. The variable which highly leads to customer dissatisfaction is the stock availability of the products on Amazon. The other variables which are contributing towards customer dissatisfaction are reliable information about product through online shopping