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Gender Diversity in E-Tailing Satisfaction

International Journal on Customer Relations

Volume 3 Issue 2

Published: 2015
Author(s) Name: Bodh Raj Sharma, Saransh Gupta, Ankit Sharma, Nitika Sharma | Author(s) Affiliation:
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Abstract

The study empirically explores the gender-wise differences in perception regarding customer satisfaction in online shopping. The data were collected from 200 respondents who shopped online, contacted through purposive sampling. The respondents were contacted both physically as well as through e-mails, social media like Facebook, Whats app etc. The results depict that e-customers seem to receive detailed information from the website/application about their orders and the e-store protects their information. As far as inventory, prices, quality of products, return/cancellation policy, visual interface of website/application, and browsing experience are concerned, scores for males turned out to be higher than females. On the other hand, females seemed more satisfied as far as lucrative offers, variety of products, payment options, website and advertisement customization is concerned.

Keywords: Gender, Diversity, E-tailing, Social Media, Online Shopping

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