MKT pResentation

1. WELCOME
TO MY
PRESENTATION

2. REPORT TITLE
CUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING OF
CONSUMER PRODUCTS IN BANGLADESH

3. PRESENTER
Samiya Rashid
Student ID- 1705126
MBA in Marketing
HSTU, Dinajpur
Supervisor
Md. Abdur Rouf
Assistant Professor
Department of Marketing
HSTU, Dinajpur
Co-Supervisor
Md. Mehedul Islam Sabuj
Lecturer
Department of Marketing
HSTU, Dinajpur
SUPERVISED BY

4. INTRODUCTION
 Online Shopping is a form of electronic commerce which allows consumers to
directly buy goods or services from a seller over the Internet using a web browser. It
is a form of electronic commerce. In 1990, Tim Berners Lee created the first World
Wide Web server and browser.
 It opened for commercial use in 1991. In 1994 other advances took place, such as
online banking and the opening of an online pizza shop by Pizza Hut. During the
same year Netscape introduced SSL encryption of data transferred online, which has
become essential for secure online shopping.
 Also, in 1994, the German company Intershop introduced its first online shopping
site and in 1996, eBay appeared. In the twenty first century, online shopping has
become very popular, especially with the lifestyles of business people who are
always busy and are looking for a convenient way to shop.

5. INTRODUCTION (CONTD.)
 Online shopping has become very popular in the modern business world. Like other
countries, in Bangladesh online shopping has grown very fast. Now-a-days people of
our country prefer online shopping.
 In Bangladesh there are different types of online shopping sites. They sell consumer
goods. These sites offer their customers various benefits. The customers of these
online sites can easily compare the product price through visiting the sites. Online
sellers have been trying to make things easier for the consumers.

6.  To identify the consumer attributes which influence the online shopping of consumer
goods in Bangladesh.
 To measure the satisfaction level of consumer towards the online shopping of
consumer goods in Bangladesh.
 To identify the reasons behind the less attention of online shopping of consumer
products in Bangladesh.
 To provide the solutions regarding the problems of online shopping in Bangladesh
OBJECTIVES

7.  Quality issues: The biggest problem while buying products online is that the
customers have no guarantee of products quality. It creates problem specially while
they buying garments products through online.
 Logistics Problems: Another problem faced in online shopping is delivery and
logistics problem. Products are often lost or damaged while in transit. On the other
hand, people choose the same day. One-day or two-day delivery, paying extra money
to get their product delivered. However, these products often do not get delivered
within the stipulated time and consumers have to wait for days before they finally
receive their products.
 Hidden Costs: Issues with online shopping have been increasing at a rapid rate.
Online shopping often charge hidden costs after the purchase is finalized by the
consumers. Websites hide tax charges; additional shipping and handling charges from
consumers till purchase are finalized.
PROBLEMS OF ONLINE SHOPPING

8.  Ambiguous Websites Policies: Many shopping websites have no website policies at
all or have unclear and confusing user, return and refund policy. With no policies
defined, sellers often reject a consumer’s claim to return the product or refund the
money. Some websites are also unclear with regards to warranty and guarantee on
products and buyers often end up purchasing faulty products with no product
warranty or replacement option.
 Security Problems: Most of the customers are worried about security of online
shopping. They do not know whether their information is secured or shared with third
parties. It is a big problem for online customers.
PROBLEMS OF ONLINE SHOPPING (CONTD.)

9. Sample of data:
For current study the customers of online shopping is taken as the sample.
Sample area:
I have selected Natore district and Dinajpur district for collecting data.
Sample size:
Data have been collected from 100 customers of online shopping.
Data collection method:
Sources of data-The study were conducted on the basis of both primary and secondary
sources of information.
Primary data:
Primary data were collected through a structured and unstructured questionnaire from the
respondent of online shopping.
Secondary data:
Different types of secondary data are included here in this study. Sources of secondary
information are given bellow:
 Company web sites.
 Journals.
 Internet.
METHODOLOGY

10. Questionnaire Design:
The questionnaire is consisted Personal information and General information. The
personal information is made of customer’s personal data. The general information is
related to the customer’s opinion about online shopping, their satisfaction level, and
company’s services. The aim was to check that the issues were pertinent and the
questions were clear, understandable and comprehensible. I have collected primary data
through pretest one questionnaire and finally trough a set of questionnaire. I have used
SPSS software to analyze the data.
METHODOLOGY (CONTD.)

11. FINDINGS

12. 1 Offers Great Comfort
2 Easy to Search
3 Ensures Privacy
4 Availability
5 Variety
6 Saves Energy
7 Saves Money
8 Easier Discreet Purchase
9 Fulfills Expectation
10 Easier Payment
11 Easier Home Delivery system.
ATTRIBUTES OF ONLINE SHOPPING SITES

13. SL Attributes Mean SD
1 Offers Great Comfort 1.03 .97
2 Easy to Search 0.88 0.75
3 Ensures Privacy 0.23 1.09
4 Availability 0.81 0.70
5 Variety 0 .79 0.64
6 Saves Energy 0 .44 0 .92
7 Saves Money 0.50 0.96
8 Easier Discreet Purchase 0.69 0.82
9 Fulfills Expectation 0 .47 0.96
10 Easier Payment 0.67 0 .68
11 Easier Home Delivery system. 0.64 0.65
SATISFACTION LEVEL OF CUSTOMER TOWARDS THE
ONLINE IN BANGLADESH

14. 1 2 3 4 5
0
5
10
15
20
25
30
35
40
45
40
32
19
9
0
Offers great comfort
1 2 3 4 5
0
10
20
30
40
50
60
20
51
26
3
0
Easy to search
1 2 3 4 5
0
5
10
15
20
25
30
35
12
32
28
23
5
Ensures privacy
1 2 3 4 5
0
10
20
30
40
50
60
15
53
30
2 0
Availability

15. 1 2 3 4 5
0
10
20
30
40
50
60
12
55
33
0 0
Variety
1 2 3 4 5
0
5
10
15
20
25
30
35
40
45
14
40
30
14
2
Saves energy
1 2 3 4 5
0
5
10
15
20
25
30
35
40
45
14
40
30
14
2
Saves Money
1 2 3 4 5
0
5
10
15
20
25
30
35
40
45
14
40
30
14
2
Easier discreet purchase

16. 1 2 3 4 5
0
5
10
15
20
25
30
35
40
14
38
30
17
1
Fulfills expectation
1 2 3 4 5
0
5
10
15
20
25
30
35
40
45
50
12
43 45
0 0
Easier payment
1 2 3 4 5
0
10
20
30
40
50
60
8
50
40
2 0
Easier Home delivery system

17.  Offers Great comfort: From the analysis we can see that about 72% customers
are satisfied with the comfort level offered by online shopping. So the company
should provide this service in the same way to attracts more customers.
 Easy to search: Research shows that about 71% customers are satisfied with the
searching process of online shopping. To hold this percentage companies should
keep their searching process easy as like as before.
 Ensures Privacy: From the above research we can see that only 44% customers
are satisfied with the privacy policy of online shopping. The online sellers should
give more focus on their privacy policy to improve it.
 Availability: About 68% customers are satisfied with the available service of
online shopping. To increase the satisfaction level the online sellers should
provide more facility to make it more available.
 Variety: Analysis represents that about 67% customers are satisfied with the
variety offered by online shopping. If the online sellers offer more variety to the
customers, the percentage of satisfaction level will be increased.
RECOMMENDATIONS

18.  Saves Energy: About 52% customers are satisfied with the energy saving facility of online
shopping. These features should be modified to attract than before.
 Saves Money: Research shows that about 54% customers are satisfied with the money
saving facility of online shopping. If the cost of the product becomes lower, then it will
satisfy more customers.
 Easier discreet purchase: About 59% customers are agreed with that the online shopping
makes the discreet purchase easier. The online sellers should make the privacy of the
customers stronger than before so that the customers can feel that online shopping is better
for their discreet purchase.
 Fulfills expectation: Only 52% customers are said that the online shopping meets their
expectation. So the sellers must consider the demand of the customers of online shopping to
increase their participation.
 Easier payment: Through the analysis of online shopping we can see that 55% customers
are satisfied with the payment option of online shopping. The online sellers should make the
payment option easier so that the customers can easily adopt it.
 Home delivery system: About 58% of customers are satisfied with the home delivery
system provided by online sellers. The sellers should give more focus on these features so
that the customers can easily get the product according to their expectations.
RECOMMENDATIONS

19. CONCLUSION
 Online shopping is a new idea and since the e- commerce protocol by the
government of Bangladesh it has become much easier and popular in Bangladesh.
Online shopping is rapidly growing in Bangladesh. Online shopping increases
during Eid, puja or other festivals.
 There are a lots of online shopping sites have emerged in Bangladesh. Buying and
selling has also increased on the popular social media Facebook. Several shops
and fashion houses have cropped up on Facebook. There are many web portals
that sell and deliver goods themselves. The buyer just chooses the items online
and plays with his or her cards. They are offering their services with attractive
features. They are trying their best to satisfy their customers. But in some cases
they are not capable of satisfying their customers properly.
 Their customers have some objection and suggestion about online shopping sites.
This study will help to find out the area where the customers have objection about
online shopping, which attributes have to be developed. I hope in future the
online sellers will be able to recover their weak point and will become successful
to attract the customers.

20. THANKS TO
ALL