Paper Details

Name: Rupina Popli
Country: India

Year: 2026
Volume: Volume No: 13, Issue: 1, Year: 2026
Page Number: 260-275
DOI: https://doi.org/10.5281/zenodo.20455227

Purpose: This paper explores the critical role that e-commerce and online shopping plays in enhancing customer satisfaction and business in India. It also investigates the factors that drive potential customers towards e-commerce, offering valuable insights for entrepreneurs and marketers in devising strategies that prioritize customer satisfaction.
Introduction: Online shopping, a cornerstone of electronic commerce, has empowered
consumers to establish direct connections with retailers through websites, apps, and digital interfaces. The ubiquity of essential tools such as smart phones, computers, laptops, and tablets has rendered online shopping an everyday convenience for people across the globe.
Design/Methodology/Approach: The methodology of this study involves reviewing
secondary research documents,and collecting primary data from 200 e-consumers from NCR Delhi. The sample was selected through a combination of questionnaires and interviews, enabling representation from various age groups, income levels, education backgrounds, gender, and professional categories.
Findings/Conclusion: The findings underscore the essential role of online shopping in
expanding businesses and profitability by enriching customer satisfaction through the
delivery of exceptional products and services.
Managerial Implications: The insights gained from this study can guide business leaders and marketers in implementing strategies that offer customers a safe, convenient, and trustworthy e-commerce/ online shopping experience in India.
Originality/
Value: This study demonstrates the significance of customer service in
enhancing e-commerce business in India.