Impact of Online Shopping on Customers Satisfaction - Tesco

P1) Research proposal which clearly define question and hypothesis with literature review

This research is based on the impact of online shopping on customers satisfaction. In this regards, customers behavior is continuously change as per market trends and demands thus, it is important for company to provide effective information over their web page and sites. With the help of this customers are easily identify and find best products as per their needs. As per current scenario, number of people use internet and digital technologies to buy any kind of products as compare to go stores (O. Pappas and et. al., 2014). As online shopping is consider as an easily and convenient process for consumers to save their time and get quality products. In this context, Tesco also use online platform in which number of customers are consume company products to satisfy their needs. With the use of this technique, Tesco van easily enhance their brand image and strong customer base as well. Mainly, overall success of the company is highly based on its customers and their satisfaction as well. Thus, it is important for company to effective serve their quality products through e- commerce.

Shopping on Internet nowadays is the most convenient process as it is less time and cost consuming in nature and provides comfort to people who are using this. With the help of this company establish a two way communication with customers so as to know their needs and requirements. Therefore, it can be said that internet has changed or transformed traditional shopping method. With the help of cyberspace in purchasing goods and commodities shoppers are gaining tremendous benefits. According to a survey conducted in 2015, it has been analysed that United Kingdom comes under the third largest e-commerce market across the globe. Thus, the market of online shopping is growing in a rapid speed and around 87 per cent of customers are doing online purchasing which means a person is buying at-least one commodity online in the last 12 months (UK Online Shopping and E-Commerce Statistics for 2017, 2018). Therefore, as per the data released by Office for National Statistics in the year 2016 online shopping was 21.3 per cent which has raised to 30 per cent in the year 2017.

Most common online shopping that people do is for electronics and digital equipments including video games, Other than this, some of the other elements are e-books, computers, laptops etc., apart from this, next sector that has one-third online purchase is from fashion industry. In addition to this approximately forty-eight of percent of people purchase grocery items online through mobile applications or internet.

Background of Research

As per current scenario, Online shopping trend is continuously increased because number of people are prefer to use internet to buy products and services over the internet. This is the reason that various retail companies have heir own websites that allows customers to purchase products from online (Wu and et. al., 2014). It directly influence customers behavior towards the products and services. Tesco is a retail company and also having their websites through which they easily reach larger number of customers. By this, company can easily increase their customers base profitability level as well.

Research Aim

This section play an important role in research because it help in examining as well as evaluating the whole research in systematic manner for attaining reliable and positive outcomes. In this context the main aim of this research is “To determine the impact of online shopping on customers satisfaction. A case study on Tesco.”

Research objectives

It is one important part of the research which is based on the research issues. In this investigator is responsible for determining valuable and effective objectives to examine the whole research in effective way. In this context, there are some research objectives are as follows:

• To determine the concept of online shopping.
• To determine the elements that contribute in customer satisfaction.
• To identify the importance of online shopping to enhance customers satisfaction.
• To identify the reasons that influence firms in providing facility of online shopping to its customers.
• To determine the relationship between online shopping and customer relationship.

Research questions

• What is the main concept of online shopping?
• What are the elements that contributes in customers satisfaction?
• What are the major importance of online shopping to enhance customers satisfaction?
• What are the reasons that influence firms in providing facility of online shopping to its customers?
• What is the relationship between online shopping and customer relationship?

LITERATURE REVIEW

It is one of the important part of research as it help researcher to carry out the research in effective and in-depth manner. With the assistance of this, investigator can easily attain positive and reliable results (Chen, 2012). Mainly, it is an evaluation in which researcher gather information through literature reviews.

Concept of online shopping

According to Orel and Kara, (2014), Online shopping is the way through which buying of goods and services took place by electronic using internet. The online stores came for business in 1992. It is a form electronic commerce. When online business enables firm to buy another , the stage is called business to business (B2B) online shopping. It is act of buying goods and services with help of internet which means going electronic, searching seller's sites and ordering. It includes purchasing from online shop, web-shop, web-store, online store, e-store. It has popularly grown from past years as convenient, easy, time saving for people.

The online hopping has grown its market very efficiently. All types of customers prefer online shopping. There are various online shopping applications such as snap-deal, lime-road, amazon, flip-kart, Myntra. The payment method for online can be as per convenient of user such as: debit card, credit card, cash on delivery, postal money order, gift cards, amazon payments, etc. The main purpose is to create relationship between customers and money making. It is available for 24*7 so that anytime anywhere product can be ordered and delivered. It provides huge discount for customers during festival season. It is easiest and time saving technique for user. Tesco also follow online concept for profit maximization.

According to the recent scenario, companies who are operating their business are facing tough competition. Thus, online shopping has become the most powerful sources of purchasing or buying goods and commodities. Most of the companies in this context has developed e-commerce sites or web page and concept extraction can works as a solution in this relation. Online shopping can have an impact on decision making of an individual because when it comes to marketing consumer look out for product reviews whether it is reliable or not and in terms of women according to the statistics around sixty-eight per cent of consult reviews of commodities before purchasing and other fifty-six percent of customers collects information from social media and other similar sites (Jiang, Yang and Jun, 2013). Therefore, it can be said that opinions of other always puts and impact on decision making and its consequences can be seen in sales and profitability of an organisation.

Elements that contribute in customer satisfaction

According to Shin and et. al., (2013), Customer satisfaction can be directly linked with customer loyalty for example: if company is unable to provide better services than consumer can move towards other companies who are dealing in the same sector. Thus, if an organisation wants to sustain in the market for a long than they should deliver products which are best in quality. Customer satisfaction is generally based on four predictable factors and these are stated below for better understanding:

A perfect Product: Customers want to pay for the products which are defect free and are of best quality. For example: Customers of TESCO, wants that their product should be perfectly designed so that it can attract customers thus, company will inform its suppliers about the requirement needed by consumers. As a result, it will aid firm in delivering best quality products. Therefore, this will work as a factor with the help of which customer can be satisfied.

Delivery Service: Under this, perfect product needs to be taken care off so that it can be delivered to customers effectively. In terms of TESCO, they have better logistic system which is assisting company in delivering of products and services. For example: if product is not delivered on time is equivalent of a defective one (Liu, Burns and Hou, 2013).

Timeliness: In this, company tries to deliver products right on time without any delay and TESCO has raised the timeliness bar and this happened because of skills and knowledgeable employees working within the organisation.

Effective solutions: Service breakdown works as one of the crucial problem for an organisation as this can hamper the relationship between consumers and company. Therefore, solving issues and problems are very important if company wants to achieve goals and objectives. Thus, this will enable company in delivering goods which can satisfy customers needs and requirements.

For TESCO, customer satisfaction is the main objective of any business. The elements which contributed in satisfaction of customer are:

Accessibility

The satisfaction of consumers depends upon availability of products and services. If consumers get goods where they want are satisfied. Tesco make its all product online in other applications which make work easier and user happy.

Navigation

The website which have difficult to navigate leads customer dissatisfactions and frustration (O. Pappas and et. al., 2014). User should be able to find products very easily in online. The company which have problem in navigation loses customers. Tesco always best site for accepting and maintaining relation.

Page load speed

It is important to have good speed of loading pages at internet. It is said if website processing fast , then visitors will be happy. A delay in one second page loading leads 11% less page views and 16% customer satisfaction decrease. Tesco should use good service for speedy loading for users.

Convenience

It is the most important element for customer satisfaction. It influences purchasing power decision of consumers (Shin and et. al., 2013). It includes five variables such as decision, transaction, access, benefit and post benefit. Tesco should provide convenient for goods and services.

Product Quality

It is very important element which contributes customer satisfaction. The quality of products should be very good as per requirement of consumers for which they have paid. Tesco always provide high quality goods and services to user.

Importance of online shopping to enhance customers satisfaction

According to Dabholkar and Sheng, (2012), Customer satisfaction is the main motive for any business. Online shopping is the easiest way a customer goes for when they decide shopping online. Awareness about the different products among customers is through internet. As number of internet users are increasing there is increase in rate of online buyers. Importance of online shopping in enhancing customer satisfaction is discussed.

Convenience: The best part of online stores is that it is available 24 hours a day for the customers to do shopping. That is the reason customers are satisfied and do not have to run and waste time by running from stores to stores to do shopping.

Information and reviews: Online shopping allows customer to get information about the products as each online sites give a detailed information about the product with pictures. There are many sites which takes review of the customers which helps the customer to purchase different variety of products in a cheaper rates (Wu, 2013).

Home delivery concept:Earlier people used to roam around the market to purchase products and now online shopping is making it convenient by delivering the products to the door step of the customers.

More variety: There are wide range of products on online sites. Customers can purchase products from any where across the globe without spending travelling expenses. Some online shops even accept the delivery of the products which are out of stock.

More control: In online shopping customers have more control on their purchasing power as they end up buying the products which they really wanted whereas in conventional shopping people tend to spend more than what they have actually planned and do not buy exact products which they were supposed to purchase (Yoo, Kim and Sanders, 2015).

Reasons that influence firms in providing facility of online shopping to its customers

Most of the companies establish their business in order to gain maximum benefits and for this firm make strategies and action plan which can fulfil demands of needs of customers. Working according to customer behaviour is a challenge for most of the firms as they have to consider each and every points for delivering best quality products to its customers. Some of the reasons why company is taking opting online shopping are mentioned below for better understanding:

Provides Competitive advancement: Customer satisfaction mainly depends upon the resources a person is using and this may include technological factor, product factor, shopping factor, intention etc., therefore, if company is able to provide all these services and facilities in an effective manner than company can gain competitive advancement. In relation with TESCO, as they are providing additional information to its clients related to the product which is helping customers in understanding more about the product. This will increase the interest of customers towards a specific commodities (Toufaily, Ricard and Perrien, 2013). As a result, company can gain maximum benefits which will lead to competitive advancement.

Less Time consuming: Earlier, there was time when customers use to go to outlets or shops for buying respective products but now trends have been changed. As compared to traditional form of shopping, online shopping is less time consuming and people can go through the products and order online. According to the current scenario, where people don't have much time, online shopping is convenient and dependable in nature. Now customer can purchase their goods and products sitting at home in just one click.

Cost effective in nature: Customers while purchasing any kind of product first look out the prices whether the respective products is cost effective or not. Main reasons of adopting online shopping by most of the company is increased customer's base as customers think that as compared to goods purchased from stores they gets discounts through online shopping (Beneke and et. al., 2013). In addition to this, companies who are dealing in this sector also provides offers, which enable company in attracting large number of customers. In context with TESCO, giving advertisement and promoting this various on social media is less costly as compared to making ads. Another reason that influenced company in adopting online shopping is because of large number remains active on social media sites and online websites which aid companies in providing information in a convenient manner.

Customer satisfaction: This is fulfilled when all the needs and requirements are satisfied by the company and most of the firm beliefs that in order to know choices and preferences of customers online process is the best source. Therefore, TESCO is providing best quality services and products to its customers, this sis not only improving performance of company in front of consumers but also assisting them in increasing customer base.

Relationship between online shopping and customer relationship

According to the view point of Amin, (2016) Internet has became one of the crucial part in the lives of people no anybody can find products and services in just one go. Along with this, it assist company in knowing feedbacks and opinions provided by customers. According to current market scenario, online shopping helps company in building a better relationship with customers. Nowadays, companies are using social media site as their platform of connecting with its customers and building a better relationship with them. Therefore, of the ways through which company can establish better relationship are explained below:

Conduct online surveys for getting their opinions: In order to increase the sales and profitability it is important that company deliver products according to needs and requirements of customers. In relation to this, TESCO is conducting online surveys by included open end questions. For example: “Are you satisfied with the services and products providing by us?” For this, respondents are provided with options like “Strongly agree”, “agree”, “disagree” and “strongly disagree”. Thus, on the basis of the options respondents can choose one option according to their choices. Therefore, this activity will give company a chance for knowing the choices and preferences of customers. Hence, it will assist firm in maintaining a better relationship with customers (Audrain-Pontevia, N’Goala and Poncin, 2013).

Communication through mails: This is one of the effective process of building strong relationship with customers. With the help of email, company can provide valuable content to customers. Therefore, consumers doesn't have to go to websites and outlets in order to the products and services they are providing. If any problems are faced by customers than they can directly connect with organisation so that solutions can be provided. Thus, this is one of the effective factor for improving relationships with customers.

Rewarding Best Customers: For a company consumer are their valuable components and it is important that they provides better services in order to gain loyalty of their customers. Every person wants to get rewarded for the activities he/she is doing thus, in relations with TESCO, company can give rewards to loyal customers and this is a great way of strengthening relationship with consumers.

Therefore, online shopping can assist firm in having and maintaining a better relationship with customers thus, it can be said that both have a direct connection (Al-Debei, Akroush and Ashouri, 2015). Most of the companies are using different online platform and it is enabling them in getting appropriate information they want from customers.

P2) Research methods and approaches to primary and secondary research

Research methodology is consider as an important aspect through which investigator scan easily carry out the research in effective manner. Mainly, this section is theoretical analysis which applied by investigator for collecting relevant data and information about specific topic and area as well (Jiang, Yang and Jun, 2013). Thus, it is important for investigator to select appropriate method to investigate the study in order to attain favorable results. It includes various tools and methods to undertake research activities in effective manner:

Research onion-

Research onion is the process of determining the stages which covered in carry outing the research activities in effective manner. In addition of this, every stage define in-depth information about research activities and process as well. The first stage defined research philosophies, in second stage research approaches are defined, in the third stage research strategies are also defined in detailed way. Along with this, four layer defines time horizon and last one define the collection of data. All these are directly contribute in making overall research is more effective and appropriate as well. In this context, the main advantage of research onion is to determined various stages which helps in observing data collection method.

• Research philosophy: It is one of the effective method which investigate set of beliefs with reality. It helps researcher in carry out the research activities in effective way. With the use of this, investigator can easily find out the best way to attain set goals and objectives. There are two type of research philosophies like positivism and interpretivism. Both philosophies are effective to gather relevant data about the research topic. Positivism philosophy relate with hypothesis and questions of research. With the use of this approach, researcher can easily find out existing knowledge (Ha and Im, 2012). Furthermore, interpretivism philosophy is support to evaluate that how individuals are engage in cultural life. For this research, investigator use interpretivism research philosophy to gather data towards the specific topic and area as well.
• Research approaches:It is also an important way of collecting relevant data and information about the specific area. Mainly, it is consider two type of research approach such as inductive and deductive (Toufaily, Ricard and Perrien, 2013). In inductive research approach is relate with general as it does not need framework to collect data and information. On the other side, deductive approach refer to the developing new theory in existing model with the aim of determining effective approach to gather relevant information. For this research, investigator use inductive research approach to attain positive and reliable results. Thus, it can be said that research approach is determined as a plan which includes certain steps while collecting data and information so that it can be analysed and interpreted. Research approach is mainly depends upon the nature of research. Furthermore, research approach is classified into two categories approach of data collection and approach of data analysis or reasoning.
• Quantitative and qualitative approach: This is also an important method of collecting relevant data and information. In this quantitative method is relate with numerical data to maintain validity. Mainly, it is used to investigate large number of social phenomena towards the situation in which number of respondents are there. On the other side, qualitative approach is also used for evaluating that how respondents are present their views. For this research, investigator use quantitative research to attain better results (Audrain-Pontevia, N’Goala and Poncin, 2013).
• Research strategy: Under this, investigator gather data by using effective strategy with the aim of attaining positive outcomes. It includes various strategies such as grounded theory, experiment, survey, action research, case study and many more. Form all these methods, researcher use survey for carry out the research activities in effective manner. A research strategy includes step-by-step procedure of executing a plan. Basically, it provides direction to ideas and thoughts which is required for conducting the research in an effective manner.
• Choices:It includes the ways to adopt quantitative and qualitative method for carry out the research activities in systematic manner. In this context, three type of methods are there and these are mono method which is used by companies who are using one approach of research for conducting the study (Amin, 2016). Apart form this, the second one is known as mixed method under which both qualitative and quantitative methods are used in order to do the entire study so that effective outcomes can be generated. Multi-method is the last approach in which research is classified into different and separate segments so that specific data set can be produced.
• Time horizon: This step includes time frame in which project will be completed. In this context, it determine in two type of horizons like cross sectional in which both qualitative and quantitative is being used as it assist investigator in analysing behaviour of individuals. Another time horizons which is used is longitudinal this is optimised by most of the investigator because it puts control over variables which is required to be studied. For this researcher, investigator use longitudinal methods for completing the research in effective way.
• Data collection and analysis: It is last step of research onion which is relate with analyzing as well as interpreting information that gathered by investigator from various sources (Wu and et. al., 2013). In this investigator use questionnaire and sample group to effectively interprets data and information to attain positive outcomes.

TASK 2

P3 Conduct primary and secondary research by using appropriate methods and techniques

There are various kinds of methods which are used for collecting information for executing the activity in a better manner. Generally, researcher use two methods of data collection and these are primary and secondary method for evaluating better outcomes. Both the methods are explained below for better understanding.

• Primary Method:In this investigator gathers information for the very first time through experiences and efforts. It is mainly adopted with the purpose of getting effective results for a solution and an issue. It is cost and time consuming but helps ion analysing gathered data and information properly (Shin and et. al., 2013). Primary method of data collection includes surveys, interviews etc.,
• Secondary Method:In this, information are gathered from different source like books, journals, magazines etc., although data that are collected are second handed but it is used for making literature part more appropriate and effective in nature. Secondary method of data collection is less time consuming and provides appropriate information for a specific topic.

From the above mentioned methods, in order to conduct this research researcher is using primary method of data collection and this will provide effective information for evaluating a valid conclusion. With the help of primary method accurate and reliable data is being collected as compared to secondary method of data collection.

P4 Appropriate analytical tools, analyse research finding and data

Theme 1:Concept of online shopping

Interpretation: In today's scenario, online shopping is the most common and convenient way of purchasing goods and products. People are more likely to buy stuffs through online process as they get variety of products without going to anywhere. Online purchasing is also known as e-commerce and it is basically done via internet. With the help of the above mentioned graph it has been evaluated that, as per the view points of 34 respondents out of 50, they are saying 'Yes', which means they are aware of the concept online shopping and they know that online shopping is done through electronic medium using mobile phones, applications or websites. Whereas other 16 of the respondents have chosen option 'No', which clearly states that they are not aware of the concept of online shopping and till date they do shopping in a traditional way. 

Theme 2: Choosing online shopping

Interpretation: With the change in course of time numerous online shopping sites have emerged and people are using them according to their convenience. Many companies are developing their own websites and mobile applications for doing online shopping. Customers are using this because they get rewards or loyalty points. According to the graph mentioned above it can be evaluated as per the 22 respondents out of 50 they have chosen the first option i.e. convenient and time saving which means that most of the respondents are in favour of this as because with the help of an application they can order their stuffs sitting at home. Whereas according to other 15 respondents they choose online shopping for low cost because some of the items can be purchased at relatively less price as compared to goods that are found in retail stores. Doing online shopping provides customers with biggest advantage as they get variety of products. Thus, according to the 13 respondents out of 50, they do online shopping because of the variety goods available. Customers don't have to go to outlets or shopping malls for purchasing goods and products as in one application they can get the numerous stuffs.

Theme 3: Elements that contributes in customer satisfaction

Interpretation: Most of the company run their business in order to gain maximum benefits and profits. But along with this, it is necessary that they provides goods and services which can satisfy needs and requirements of customers. As a result, it will assist company in sustaining loyalty of consumers for a longer period of time. Therefore, with the help of the graph represented above it can be evaluated that as per the 11 respondents out of 50 if using application is easily accessible than it will improving customer satisfaction. Thus, it is crucial that TESCO, develops application using software which are of best quality and doesn't hang. Whereas, other 14 respondents think that if applications is easy to use with simple features that customers satisfaction can be increased because there might be times when using application can be difficult for some person. As a result, customers can shift to other applications or brand which is easier to handle. There can be situations when servers are overloaded because of access use which can slower down the speed of loading a page this can develop a negative image in front of customers. Rest of the respondents i.e. 15 have chosen the last option which means according to them if company provides product quality along with convenience than customer's satisfaction can be fulfilled because most of the consumers long for products that are superior in quality.

Theme 4: Online shopping improves customer satisfaction

Interpretation: Biggest advantage of technology is that it has made life more easier and convenient. Companies are trying to retain its customers so they are delivering goods and services which are according to the needs and requirements. Therefore, according to the graph mentioned above it can be evaluated that as per 36 respondents out of 50 they are agreeing with the fact that online shopping in assisting company in improving customer satisfaction because in terms of TESCO, they are resolving most of the issues and problem of customers through online process. As a result, company is one of the leading firm in retail sector in United Kingdom. Whereas other 14 respondents are saying 'No', because they are not agreeing with the fact that online shopping is enhancing customer satisfaction as they believe that sites of TESCO contains lot of traffic because of which they cannot easily access the sites and for purchasing goods they have to go to stores and nearby outlets.

Theme 5: Various modes of online shopping

Interpretation: Customers have different options for choosing mode of online shopping according to their comfort level. Some of them use mobile application and other considers respective websites for purchasing goods and services. With the help of the above mentioned graph it can be evaluated that as per 30 respondents out of 50 respondents they prefer mobile applications because it can be accessed in mobile phones. TESCO, has its own mobile application which can be easily downloaded and accessed for performing activities like purchasing or ordering stuffs. The main issue with mobile application is of small screen i.e. why 15 respondents out of 50 are saying that they prefer websites rather than mobile applications for doing online shopping. Rest 5 respondents have chosen the third option which means with the help of pop ads they do shopping.

Theme 6: Customer satisfaction aid in improving sales of marketing

Interpretation:

Customer’s satisfaction is very important because on the basis of their perception most of the sales of a company is depends on what consumers thinks about the product given by firm. Therefore, with the help of the graph mentioned above it has been evaluated that according to 40 respondents out of 50 as they have chosen the first option which means they believe that is customers are satisfied with the products than firm’s sales and profitability can be increased. For instance: TESCO, is selling grocery items and these are good in quality than customers can prefer other person as well thus, this will definitely improves sales of the company. Whereas other 10 respondents are not agreeing with the fact as they are saying ‘No’, which means according to them company is not at doing anything for customer satisfaction which means sales cannot be increased in the past few years.

Theme 7: Various ways of measuring customer satisfaction

Interpretation:

There should be a main purpose of companies which is to provide better services and facilities so that customers satisfaction can be gained this will create a positive image of company in front of its consumers. Customer’s satisfaction can be measured with the help fo various tools. Therefore, with the help of the graph mentioned above it has been evaluated that as per 14 respondents out of 50 thinks and believes that customer survey is the best possible way of measuring customer satisfaction this enable company in understanding the choice and preferences of consumers and assist firm in delivering products accordingly. Other than this, 11 respondents are saying that by assessing the competition TESCO can know about the level of standards because this will help firm in comparing services which respective company is providing with rival organisation. Apart from this, 10 of the respondents out of 50 are saying that customer satisfaction can be measured with the help of loyalty measurement like how often consumer purchase goods from the same site. This will help customers in providing proper ratings to the service and company as well. Rest 15 of the respondents believe that taking feedbacks is the best way of measuring customer satisfaction because it provides clear insight of what customers think about the facilities firm is providing.

Theme 8: Customer satisfaction aid in building a positive image

Interpretation: In relation with customer’s perception abut company always act as a positive and negative aspect because there can be a possibility that consumers are satisfied with the services provided but it can be vice versa. Thus, from the above mentioned graph it has been evaluated that according to 38 respondents out of 50, as they are saying ‘Yes’, which means that they are agreeing with the fact about customer satisfaction helps in building a better image company in front of consumers. Whereas, according to 12 respondents, customer satisfaction is nothing to do with improvement of brand image of firm because they have chosen the option ‘No’.

Theme 9:Reviews and feedbacks are helping company in making improvements in commodities?

Interpretation: Review and feedbacks work as a positive factor for an organisation because it gives information about the services and facilities company is providing to its customers. This can have both positive as well as negative impact in the business activities, but if firm takes these compliments in a positive way that they can make improvements in their products and deliver goods according to the choices and preferences of customers. Therefore, with the help of the above mentioned graph it has been evaluated that as per 32 respondents out of 50, they said 'Yes', which means they are agreeing with the fact that reviews and feedbacks assist firm in making improvement in their products. Whereas 18 of them are saying 'No', which states that even after taking feedbacks and reviews company doesn't perform well and provide the same service.

TASK 4

P6 Reflection on the effectiveness of research methods and techniques

Customer satisfaction for a company plays a crucial role as they can put a positive or a negative impact on the image of the firm. Online shopping is the best source of knowing the behaviour of consumers towards their brand. With the help of this, company can determine the changing trend along with the choices and preferences of consumers so that commodities can be provided accordingly. Therefore, after completion of this research project, I have analysed that most of the companies consider the feedbacks and reviews of given by their valuable customers which further assist firm in delivering products and goods in speculated time frame. In order to do this research I studies various articles which enhanced my knowledge and clear my concept about customer satisfaction. Other than this, with the help of my mentor I chose the best suitable methodologies for getting best results so that it can be further used for evaluating the possible outcomes. In order to collect data and information I realise that questionnaire is the best approach and for this I formulated 10 questions and all were open ended. Thus, this helped me out in getting appropriate responds from respondents. For me this approach was cost effective and less time consuming as well. Therefore, entire process helped me out in evaluating best outcomes which made my research reliable.

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P7) Determine alternative research methodologies for the project

In order to collect data and information there are numerous methods as for conducting this research I have used questionnaire but it this method cannot provide in - depth knowledge about the perception of customers. Therefore, interview method can be used as an alternative research methodologies as a result it will give appropriate information about related topic and specific issues. Other than this, I can also use observation method for conducting this research as in this investigator observes the behaviour of participants. Basically, this method is relevant for social science and marketing. Therefore, these are some of the alternative methods which investigator can use for accomplishing entire research in an effective manner.

CONCLUSION

From the above report it has been evaluated that, nowadays' people are opting online shopping instead of going to the outlets and purchasing goods and commodities. The main reason behind this is that in online shopping customers get a variety of products which makes easier for consumer of choosing product accordingly. Furthermore, customer satisfaction is very important and company produce goods and services accordance to consumers needs and wants. Therefore, if firm provides better services and facilities than they can fulfil the requirements of consumers as a result, customer's satisfaction can be fulfilled.

REFERENCES

• Al-Debei, M. M., Akroush, M. N. and Ashouri, M. I., 2015. Consumer attitudes towards online shopping: the effects of trust, perceived benefits, and perceived web quality. Internet Research. 25(5). pp.707-733.
• Amin, M., 2016. Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International journal of bank marketing. 34(3). pp.280-306.
  Sam, T. and Dhanya, A., 2012. Impact of product quality, service quality and contextual experience on customer perceived value and future buying intentions.
• Audrain-Pontevia, A. F., N’Goala, G. and Poncin, I., 2013. A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty. Journal of Retailing and Consumer Services. 20(5). pp.445-452.
• Chen, S. C., 2012. The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services. 19(2). pp.202-210.
• Dabholkar, P. A. and Sheng, X., 2012. Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions. The Service Industries Journal. 32(9). pp.1433-1449.
• Elwalda, A., Lü, K. and Ali, M., 2016. Perceived derived attributes of online customer reviews. Computers in Human Behavior. 56. pp.306-319.

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