Customer Satisfaction towards Online Shopping in Kalaiyar Koil Town

Abstract

Online shopping has become a significant aspect of consumer buying habits in India, expanding notably into semi-urban regions like Kalaiyarkoil town in Sivagangai District of Tamil Nadu. This study aims to measure customers’ satisfaction levels towards online shopping in Kalaiyarkoil and identify the major factors influencing consumers’ perceptions. Primary data was collected from online shoppers using a structured Questionnaire, focusing on product quality, delivery services, pricing, the convenience, payment security, and customer service. The findings reveal that consumers are largely satisfied with convenience and variety offered by online platforms, while delivery delays return hassles, and product mismatches remain major challenges. The study suggests improving logistics operations, ensuring product authenticity, and strengthening customer support services to further enhance customer satisfaction. The results can help e-commerce companies and local sellers refine strategies to meet the expectations of small-town consumers.