ABSTRACT

As information technology and the popularity of Internet

technology and in applications, e-commerce is at unprecedented
pace. People become more and more the focus of attention. At
present, relatively fast development of e-commerce activities are
online sales, online promotions, and online services. But now how to
improve e-commerce environment of consumer satisfaction,
consumer loyalty and thus, related to the electron the performance of
business enterprises. Therefore, in e-commerce for more benefits, for
many enterprises are careful analysis of the business environment
which is based on customer satisfaction, the development of effective
and reasonable marketing strategy, E-commerce can improve
business performance, and promote the sound development of their
self. This article is from the analysis the impact of e-commerce
network environment factors in consumer satisfaction.

Key words : E-commerce ; E-commerce Customer satisfaction.

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CONTENTS

[Link] 3-5

[Link] review 6-9

[Link] OF STUDY 9-18

[Link] METHODLOGY 19-23

[Link] of the study 23-29

6. analysis and interpretation 29-44

7. conclusion and suggestion 45-48

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1 INTRODUCTION:
1.1 Background
E-commerce is buying and selling goods and services over the
Internet. Ecommerce is part of e-business’-business is a structure that
includes not only those transactions that centre on buying and selling
goods and services to generate revenue, but also those transactions
that support revenue generation. These activities include generating
demand for goods and services, offering sales support and customer
service, or facilitating communications between business partners.
E-commerce creates new opportunities for performing profitable
activities online. These services and capabilities are a core part of a
successful e-commerce program. They are either parts of a value chain
or are included as supporting activities:
• Buying and selling products and services
• Providing customer service
• Communicating within organizations
• Collaborating with others
• Gathering information (on competitors, and so forth)
• Providing seller support
• Publishing and distributing information
• Providing software update and patches
Airline and travel tickets, banking services, books, clothing, computer
hardware, software, and other electronics, flowers and gifts are some
popular products and services that can be purchased online.
Ecommerce has the potential to generate revenue and reduce costs
for businesses and entities. Marketing, retailers, banks, insurance,
government, training, online publishing, travel industries are some of
the main recipients of e-commerce. For instance, banks use the Web

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for diverse business practices and customer service. Appendix I lists
companies using e-commerce, stressing the products and services
that are most suitable for web transactions.
Comparing Traditional Commerce and E-Commerce In e-
commerce there may be no physical store, and in most cases the buyer
and seller do not see each other. The Web and telecommunications
technologies.
It is important to notice that currently many companies operate with
a mix of traditional and e-commerce. Just about all medium and large
organizations have some kind of e-commerce presence. The
followings are some examples, Toys-R-Us, Wal-Mart Stores, GoldPC,
and Vaptan Computer.
Recently, the Internet population has been exploding. The World
Wide Web (WWW) users have been multiplying so rapidly that they
have widely spread into all walks of life. Customer satisfaction of
course has become a critical issue in the success of every business
system, traditional or the cyber shopping store. Self-international
trade has been trade with the science and technology in the
development of continuous improvement and perfection. As an
information technology application in the active area of trade shows,
e-commerce through the Internet-based information publishing,
online negotiation, contract signing, electronic transactions and
calculations for a series of means of information transmission and
processing of breaking the constraints of time, logistics and orderly
operation have greatly improved, thus that have greatly reduced the
transaction costs, which not only profoundly changed the traditional
way of production and management of existing services and
consumption patterns but also had far-reaching implications. E-
commerce represents the future direction of development of trade;
the market has a great potential and a broad development prospect.

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With the improvement of living standards and accelerating pace of
life, consumers’ shopping behaviour has changed greatly. Nowadays,
more and more consumers are turning to go shopping on the web.
From the survey report of population of Odisha’s census 2011 was
41,947,358. The survey report shows that the very less internet user
in Kendrapara by comparing with the other districts. Like
khordha,cuttack,jajpur,balasore,sambalpur [Link] to higher growth
of population in these districts the use of internet also increases. Since
2011 the consumption of internet customer increase with rapidly. In
the year 2019 it will keep increasing that the total consumption of
internet customer is expected to reach 90% of total population. The
main reason of internet-scale growth of total consumption is due to
odisha’s rapid growth of internet [Link] terms of internet
penetration, in 2011 although odisha’s internet penetration rate has
already reached 60%.slightly higher than the bihar, kerala, tamilnadu,
rajsthan with rate reaching 86.88%,86.59%,85.50%,84.67%
respectively. Now in odisha everything is done through the internet.
The banking sector and some finance houses in kendrapara are
involved in use of e-commerce. The banking sector entered a new era
with the commencement of online payment system which is
introduced by the country’s central bank. It facilitates fund transfer
and payment of utility bills on the net. E-commerce is changing the
way people do business. From big business to small businesses are
going through online, opening up their products and service offerings
to new groups of people worldwide.

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2. Literature Review of Customer Satisfaction
Theoretical Study
The definition of customer satisfaction has been widely debated as
organizations increasingly attempt to measure it. Customer
satisfaction can be experienced in variety of situations and connected
to both goods and services. It is a highly personal assessment that is
greatly affected by customer expectations. Satisfaction also is based
on the customer’s experience of both contact with the organization
(the ―moment of truth‖ as it is called in business literature) and
personal outcomes. Some researchers define a satisfied customer
within the private sector as ―one who receives significant added
value‖ to his/her bottom line—a definition that may apply just as well
to public services.
Customer satisfaction is a collective outcome of perception,
evaluation, and psychological reactions to the consumption
experience with a product or service. According to Kottler (2000, P.36)
―satisfaction is a person’s feelings of pleasure or disappointment
resulting from comparing a product perceived performance or
outcome in relation to his or her expectations‖. Early concept of
satisfaction research has typically defined satisfaction as a post choice
evaluation judgment concerning a specific purchase decision
(Churchill and Surprenant, 1992; Oliver, 1980). he believes that online
customers still demand many services available through traditional
channels even if they choose pure Internet-based suppliers with basic
customer services. Although expectations seem to be of lesser
importance as a comparison standard in e-commerce customers
appear to use experience-based norms and traditional services as
comparison standards for e-services. Establishing and achieving
customer satisfaction is the main goal of businesses nowadays
because there is a strong relationship between the quality of product,
customer satisfaction and profitability.

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These surveys provide ―actionable‖ data that reveal obvious steps for
improvement. Customer satisfaction is a highly personal assessment
that is greatly influenced by individual expectations. Some definitions
are based on the observation that customer satisfaction or
dissatisfaction results from either the confirmation or disconfirmation
of individual expectations regarding a service or product. To avoid
difficulties stemming from the kaleidoscope of customer expectations
and differences, some experts urge companies to ―concentrate on a
goal that’s more closely linked to customer equity. ‖ Instead of asking
whether customers are satisfied, they encourage companies to
determine how customers hold them accountable. In the public
sector, the definition of customer satisfaction is often linked to both
the personal interaction with the service provider and the outcomes
experienced by service users. For example, the Urban Institute and
Mathematical conducted customer satisfaction surveys for the federal
child support enforcement system.
Philip · Kotler in the Marketing Management show： "Satisfaction is a
person through a product or service on the perceived effect compared
with the expected value of his feeling after the formation of the state.
‖ Henry · A Russell also believes that the actual results achieved when
the goods when consumers are expected to lead to a satisfactory, or
else it will lead to customer dissatisfaction.
The degree to customer expectations of a product or service are met
or exceeded. Corporate and individual customers may have widely
differing reasons for purchasing a product or service and therefore any
measurement of satisfaction will need to be able to take into account
such differences. The quality of after-sales service can also be a crucial
factor in influencing any purchasing decision. More and more
companies are striving, not just for customer satisfaction, but for
customer delight, that extra bit of added value that may lead to
increased customer loyalty. Any extra added value, however, will need

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to be carefully cost. All other reproduction is strictly prohibited
without permission from the publisher.
As GB / T 1900-2000 standard articulated, customer satisfaction is
"the customer to their requirements (refer to express, generally
implied or obligatory requirements or expectations) has been the
extent of feeling satisfied, " is obvious: When the perception is less
than recognized Know that customers are not satisfied, if its product
offerings can still endure, they may continue to receive their products,
but customers will be less and less, if you cannot stand, customers will
be left with emotional complaints; when the perception equals to
recognition Know when that customer expectations and perceived
results match the expectations are met, the customer satisfaction;
when the perception is more than perception, the customer will be a
high degree of satisfaction, loyalty and even the last decade, another
major customer satisfaction based on economic psychology definition
- the accumulation of customer satisfaction gained wide recognition.
Specific transaction customer satisfaction can clearly reveal the
business in a particular product or service in a particular behaviour is
right or wrong, but consumers are not in a one-off experience, but to
date all the accumulated experience for the consumer Basis whether
to make future repeat purchase decisions. Therefore, customer
satisfaction with a particular transaction than the cumulative
customer satisfaction is a better predictor of customer loyalty and
corporate performance indicators to measure it as the quality of
economic life and more convincing. This study used the accumulation
of the concept of customer satisfaction.
Improving Quality and Access to Services and Supports in Vulnerable
Neighbourhoods Slumber Land Furniture is among the retailers and
service professionals that prolong customer contact by following up
with thank you notes and postcards that remind customers of
upcoming sales.

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The last decade, another major customer satisfaction based on
economic psychology definition - the accumulation of customer
satisfaction gained wide recognition. Specific transaction customer
satisfaction can clearly reveal the business in a particular product or
service in a particular behaviour is right or wrong, but consumers are
not in a one-off experience, but to date all the accumulated
experience for the consumer Basis whether to make future repeat
purchase decisions. Therefore, customer satisfaction with a particular
transaction than the cumulative customer satisfaction is a better
predictor of customer loyalty and corporate performance indicators
to measure it as the quality of economic life and more convincing. This
study used the accumulation of the concept of customer satisfaction.

3. OBJECTIVE OF STUDY
The thesis is intended to study consumer satisfaction using e-
commerce based on a sample from Kendrapara. We Analyse and
summarize the specific elements of ecommerce customer satisfaction,
and the various elements of their expectations and perception.
1: What is the level of consumer satisfaction of shopping online?
2:What is the importance of these indications in customer
satisfaction?
3: How may e-commerce in shopping online be improved? As a
network merchants what factors should be concerned?
4: Appraise the role of internet security on customer satisfaction.
5: Determine the impact of internet efficiency on customer
satisfaction.
6: Assess the influence of internet reliability on customer satisfaction.
[Link] know the specific reason for which purpose customer purchase
in online.
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[Link] find out the consumers satisfaction level for services provided by
the online shopping.
9.
3.1 Definition and classification of e-commerce
3.1.1 The concept of e-commerce
Basically, e-commerce is in the industrial economy to a "knowledge
economy” in transition to developed countries led to new enterprises
as the main driving force, arising from an industrial structure,
enterprise structure changes.
November 6, 1997 in Paris of France at the World e-commerce
conference that "e-commerce refers to the realization of electronic
trade. from the coverage area can be defined as: parties to the
transaction by electronic means rather than through direct face to
face exchange or conducted interviews of any form of commercial
transactions; from the technical aspects can be defined as: a collection
of multi-technology, including the exchange of data (such as electronic
data, e-mail), access to data (shared databases, electronic bulletin
boards), and automatically capture Data (bar codes), etc.. "Although
this definition of the most authoritative, but so far, people's
understanding of e-commerce still has not been uniform.
As electronic-commerce (e-commerce) grows and further exploits the
attributes of the Internet, it will likely have significant effects on
national economies and industry structure. Ecommerce has come to
take on two important roles; first as a more effective and efficient
conduit and aggregator of information, and second, as a potential
mechanism for the replacement of many economic activities once
performed within a business enterprise by those that can be done by
outside suppliers that compete with each other to execute these
activities. In response to this increased level of outsourcing
opportunities, businesses will exploit the benefits of e-commerce by

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decoupling as many links of their production chain as possible in order
to seek the most efficient and low-cost supplier within the e-
marketplace. Given as the Internet has a global reach, these new e-
marketplaces have fast become a product of globalization, leading the
Internet and e-commerce to further the process of global integration.
In its most basic form, e-commerce is any transaction made over the
Internet. Most often this involves the transfer of goods, services, or
information. Common e-commerce models include.
3.2 Classification of e-commerce
As electronic-commerce (e-commerce) grows and further exploits the
attributes of the Internet, it will likely have significant effects on
national economies and industry structure. E-commerce has come to
take on two important roles; first as a more effective and efficient
conduit and aggregator of information, and second, as a potential
mechanism for the replacement of many economic activities once
performed within a business enterprise by those that can be done by
outside suppliers that compete with each other to execute these
activities. In response to this increased level of outsourcing
opportunities, businesses will exploit the benefits of e-commerce by
decoupling as many links of their production chain as possible in order
to seek the most efficient and low-cost supplier within the e-
marketplace. Given as the Internet has a global reach, these new e-
marketplaces have fast become a product of globalization, leading the
Internet and e-commerce to further the process of global integration.
In its most basic form, e-commerce is any transaction made over the
Internet. Most often this involves the transfer of goods, services, or
information. Common e-commerce models include:
 Business-to-business e-commerce, companies interacting with
other companies, seeking supplier bids, fulfilling orders,
receiving invoices and making payments using the Internet as a
backbone; Business to Business (also known as commercial

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organizations on the business sector, denoted by B to B or B2B
e-commerce. B2B refers to business methods or business e-
commerce activities between agencies; it is Business to Business
continuation of the traditional business activities. This type of e-
commerce has been for many years, of which corporate network
through private networks or value-added (VAN using EDI
business activities carried out by way of particular models. This
type of mainstream e-commerce, but also enterprises are facing
fierce competition in the market, improve competitiveness, the
main method to establish a competitive advantage.
 Business to-business sales account for the largest total dollar
volume of e-commerce. Online B-to-B sales may reach as high as
$8 trillion worldwide by 2007. Business-to-consumer e-
commerce, retail services between companies and customers;
the business to consumer (also known as Business to Consumer,
denoted by B to C or B2C e-commerce. B2C mode refers to
enterprises or business organizations and consumer e-
commerce activities between. This is the consumer use of the
Internet in the form of direct participation in economic activities.
In recent years, with the Internet for businesses and consumers
to open up a new trading platform, coupled with the increase of
global Internet users, making this type of e-commerce has been
rapid development. In addition, Internet browsing capabilities to
provide search and multimedia interfaces, but also makes it
easier for consumers to find and in-depth understanding of the
required products. Therefore, to Business to Consumer e-
commerce has great potential.
 Consumer-to-consumer e-commerce, trade in goods, services
and even information between two or more consumers. Beyond
the sale of goods, through auction sites like eBay or Yahoo!, this
model includes such ―human intelligence services sites like
[Link] and [Link]; and Information retrieval, from public
sites such as government agencies, libraries or museums or
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proprietary sites such as those operated by online banking
services or brokerages.
 Information retrieval, from public sites such as government
agencies, libraries or museums or proprietary sites such as those
operated by online banking services or brokerages.
 Portals, some web sites act as windows to online content. A
customer portal such as AOL, MSN, or Yahoo. Design its site to
allow individuals to find a variety of online content on its and
others sites. These portals make money from advertising
revenue and the sale of products. Shopping portals such as
[Link] and [Link] allow consumers to find and
purchase product online.

3.3 E-commerce information Management

E-commerce relies on effective communication and information
exchanges. Most communications with e-commerce business are
transmitted electronically. Digital communications make it easier
to capture and use the information throughout the distribution
process. A compete e-commerce information system should
include the following components:
1. Customer Database
2. Updated product inventories
3. Order processing
4. Order filling and customer notification
5. Sales by product and customer
6. Customer-business interaction
7. Product catalogue

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8. Online ordering
9. Payment processing
10. Shipping information
[Link] Tracking
12. Channel member interactions
The information system should be integrated so that information
collected in one component that can be used in other components.
Information must be accessible by channel members, including the
customer, who need the data to successfully complete their activities.
The information should be secure. Those who should not have
accesses to it should be restricted.
3.4 Online Trust: Evidence suggests that, the principal reasons
why people do not purchase via the internet are related to online
security and policy, reliabilities of companies and website technology.
The role of trust could be even more important in an E-commerce
setting, since e-customers do not deal directly with the company, or
its staff.
Online trust is an important determinant for websites to succeed in
market place. A high degree of trust not only stimulates and meets
consumer’s high expectations of satisfying transactions but also
eliminate uncertainty, perceived risks and interdependences in most
online transaction. In addition, according to Gefen and Straube with
increasing the level of consumers’ trust, we will have an increase in
the degree of purchase intentions of consumers and it is easier for
companies to retain customers. Moreover, Pavlou, Gefen and Straub
believe that online trust plays a key role in creating satisfied and
expected outcomes in online transactions.
Furthermore, as mentioned before one of the main challenges for
online companies is retaining customers so, loyal customers are very
important for them and next to satisfaction which is one of the main
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steps to achieve this goal, trust has been brought forward as a
precondition for patronage behaviour and the development of long
term customer relationships. Also, the quality elements of the e-
service are expected to affect e-trust directly, because they represent
that trust cues convey the trustworthiness of the site and system with
customers. Furthermore, call websites objects of trust and suggest
that navigational architecture and design elements have a direct
effect on trust.
3.5 International Trade
Collecting information is a costly activity, particularly so when it
involves acquiring information across national borders. In fact, these
costs can be so high that they can be considered a substantial barrier
to trade. Finding the right supplier, specifying the product’s
requirements and quality, negotiating the price, arranging deliveries
and marketing products is also very costly. With the Internet and e-
commerce applications, a whole range of these activities can occur
without having buyer and seller in close physical proximity. The use of
electronic means and the Internet can make the process of initiating
and doing trade a lot easier, faster, and less expensive. In this respect,
the Internet will likely promote trade much in the same way as lifting
other trade barriers would. Thus, it is expected that, the volume of
international trade will likely increase.
The Internet, especially when organized via electronic markets
through e-commerce applications, reduces information costs and
allows consumers and sellers to be matched and interact
electronically, reducing the significance of geographic proximity and
traditional business networks. Freund and Wein hold (1999) found
ample evidence that, development of global markets via the Internet
makes historical linkages less important and suggest that countries
with the fewest past trade links – most likely developing countries –
have the most to gain from the Internet.

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However, whether e-commerce promote international trade will
depend on the nature of the good. On the one hand, a number of
products that traditionally have required physical delivery can be
delivered to a customer via a network in digital form. Examples of
these include media products, such as text, film and computer
software. On the other hand, most of the goods traded internationally
are not deliverable in digital form and therefore transportation costs
will continue to play a significant role. In this regard, world trade in
disguisable media products amounted to about US$44 billion in 1996,
less than 1 per cent of total world trade. For most states, trade in
disguisable media products was less than 2% of total trade.
E-commerce will have a significant impact on trade in services. In fact,
it has been estimated that electronic services could be worth over half
a trillion US dollars globally by 2008, making this sector the fastest
growing portion of international trade. The most relevant change in
trade in services is e-commerce’s and information technology’s ability
to make non-tradable services into tradable. Activities that were
previously non-tradable (i.e. research and development (R&D),
computing, inventory management, quality control, accounting,
personnel management, secretarial support, marketing, advertising,
distribution, and legal services) will now be traded through the use of
e-commerce. All that is required is that the quality, speed and cost of
communication between buyer and seller be adequate. International
cross-border trade in a wide range of services, financial, legal,
telecommunications, customized software, etc, will increasingly be
carried out by electronic means.
As communications costs continue to fall, and as information and
communication networks expand to reach greater numbers of
peoples and places, the potential for international outsourcing grows.
As a result, outsourcing management and production activities will
become more important.

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Obviously, some sectors and activities throughout the world are more
prone than others to be affected by developments in e-commerce. In
this respect, there have been attempts to identify industries or sectors
that may be more predisposed to the effects of developments in
ecommerce and technology. For example, Man (2001), based on
criteria that weighed the effect of cost savings, increases in
productivity, industry readiness and product fitness to ecommerce,
has elaborated an index of Internet intensiveness. Preliminary findings
based on data from the State of odisha suggests that the most Internet
intensive sectors are electronic components, food, pharmaceuticals
and forest/paper products. It is likely to expect that in other regions,
these same sectors and industries will be affected by e-commerce via
outsourcing. At the same time, recent evidence suggests that
transnational corporations (TNCs) are likely to be the most intensive
users of electronic commerce.
3.6 e-commerce in kendrapara
Kendrapara has a huge market potential for e-commerce. There are
the main indicators for ecommerce imply a rapid growth. These
indicators include number of internet users, personal computers as
well as telephone lines and cellular subscribers. The number of
internet users in Kendrapara stand at 10 lakhs. As Kendrapara is not a
large districts but a medium district with a high population density,
distribution and delivery problems are rampant. Currently, delivery of
goods purchased online is done only in urban areas through postal
parcel and home delivery for a country which has only gain internet
access since 1994, Both districts has been achieving superb growth in
this area due to strong support from the government. The speed of
Kendrapara internet infrastructure has been improving rapidly in
terms of international bandwidth to the internet and domestic
connections between Odisha’s internet backbone providers.

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The B2C commerce growth in Kendrapara. Consumers usually limit
themselves to only large companies or brands. In addition, the report
list key regulations affecting the e-commerce market in Kendrapara.
In the developing Odisha e-commerce, integration process is the
important step. There have been many hills and valleys in Kendrapara
e-commerce in last some years affecting global sourcing. This wonder
of internet affects the interest of people in e-commerce. In fact
internet is only an information provider network system which assists
in international trade. It has itself no market value but the whole
things are created when market activities take place on the
information platform. When changes occur on information level in
Kendrapara e-commerce then only any activity is created on internet.

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4: Research Methodology
This chapter will present detailed idea about which method and
techniques were implemented for conducting this research. Research
method is defined as the collection of rules, tools, and reliable and
well-ordered ways to study the realities, to disclose the passivity, and
to acquire the solutions.
This research is based on models of customer satisfaction, using Two-
factor theory as a guide: hygiene factor is regarded as the basis for
customer satisfaction while motivator factor as the key to improve
customer satisfaction; at the same time, they should be viewed as a
whole, only achieve them unification, it is able to achieve customer
satisfaction. To achieve this goal, we will define the impact factors of
customer satisfaction first, then clarify the property and distinguish
them. We obtained data from the survey then calculate the factors
that affect customer satisfaction and the importance of the factors. All
sample data is through a comprehensive combination of statistical and
sampling methods to obtain. The release form by e-mail survey, this
can make the data more complete, persuasive. Some data is from
customer shopping experience before, used on a comparative study,
through horizontal and vertical comparison of the research question.
4.1 Model to measure customer satisfaction
According to Richard Jin, Li-Sheng Wang (2006) and Liu Guangyan
(2007), a model of online shopping customer satisfaction and e-
commerce was made in earlier critical factors of customer value. This
paper establishes a causal model of e-commerce customer
satisfaction, which is shown as below:
This model shows the E-commerce customer satisfaction.

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Web Technology

Website image

Customer's sense of
security

Personalized E-Commerce Customer The cost of

Satisfaction currency

Convenient value

Situational factor

Online Communication

Logistics and distribution

First step was in particularly interface between web servers and their
clients. This information includes mark-up languages, programming
interfaces and languages, and standards for document identification
and display. Traditional facade decorated by business entities to
display their unique image, attract customers to visit. For e-
commerce, the site is like shopping malls. It’s also include CGI Section,
HTTP Section, PHP - PHP is a scripting language, JAVA Section, MI
Graphics, ME Section, and the great thing is WWW, that means World
wide web. Second step of model website image we talk it may be work
it does require ROI. It can be still being enjoyable. We offer creative
built on solid strategies, still working on more. Try tossing the bubbles
around explore, as like WWW. This mainly refers to the image of the

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value of the network is one of the specific business reputation. The
third step of model it is a burning question of Protecting the Customer.
Consumers concerned about falling victim to fraud can still be
captured at the checkout. Security fears tend to make shoppers
restrict their online interactions to sites that are well known, and they
take extra precautions to protect them during the online shopping
experience. When it comes to paying for online purchases, the more
security and guarantees afforded to these customers, the more likely
they are to complete the checkout. Shoppers believe it is the
merchant's responsibility to prevent identity theft or fraud during the
online shopping experience, and the merchant should be responsible
for creating a safe online environment. If any security issues occur
while on the site, blame will fall on the merchant and impact future
sales. So, if we follow these rules then it may be possible to solve the
problem. The Forth step describes the author and business consultant
details how providing personalized service will create customers who
will help you sell your business. It is clear that all about eyes bas the
best service. Personalized service is rare and is old-fashioned. It points
to something more human and a willingness to take extra time to do
things, so we feel in most cases technology (at least the result of it)
stands the opposite Personalized e-commerce site is provided for
individual clients to match their needs for products, services and
trading environment. Network of personalized service designed to
optimize customer value gap and the gap between aspirations. The
five-step model explains that we know whole world know about
American dollar. So if any another country people purchase something
then it will convert US dollar but some term and condition for
example: Guaranteed funds in U.S. dollars, Exchanges & returns, Price
quotes in the consumer’s home currency, Export & import compliance
and documentation, Customer service in foreign languages, finally
customer should know Fluctuating currency exchange rates. The sixth
step, In this case customer search online which price is affordable then
bought it. The shopkeeper are not inspire not say please buy it buy it.
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If customer choose product and order it Virtual ecommerce
transactions, making the service can break through the traditional
time and space constraints, to provide consumers with the
convenience of two, customers can in the hope of the time and hope
the place of access to services. First the convenience time in general,
customers just spend time doing online shopping to find the product,
time and time and wait for commodities trading time. The Seventh
step said situational influences are temporary conditions that affect
how buyers behave whether they actually buy your product, buy
additional products. They include things like physical factors, social
factors, time factors, the reason for the buyer’s purchase, and the
buyer’s mood. It is also important a customer, as an illustration one
customer wants to buy a BMW private car in online. It is critically if
customers not see the car and all hesitation will become so it is better
buy a car go to the supermarket and bought a car.
The eights step, one of the cruel ironies of non-profit communications.
Online communications today mean more than a snazzy website and
a newsletter. Combine a slew of new web-based technologies with a
society that is rapidly coming to think of online interactions as just as
real as face to face ones and you have the possibility of what Marty
Kearns of Green Media Tool-shed has described as ―Network-Centric
Advocacy. ‖ What does he mean by this? That the incredible advances
in communications technology over the past quarter-century make
possible an entirely new model of organizing and ways of bringing
people and resources together quickly and efficiently to tackle a single
problem or to form lasting communities. In short, online
communications today is about forming connections, creating
community, and organizing action in previously unimaginable ways.
The ninth step say It is a mathematically terms. Today’s logistics
service providers need to lower costs, reduce cycle times and support
customers’ technology needs. With Sterling Commerce solutions, your
company can connect people, processes and technology to enable

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seamless and secure integration of key business processes and
streamline the commerce cycle from selling to fulfilment.

5. E COMMERCE scope of study

E-commerce offers economy-wide benefits. World Trade
Organization (WTO members recognized the benefits e-commerce
offers and have developed a work program to facilitate the
development of e-commerce. E-commerce in the FTA, the parties left
many loopholes to be filled. On the other hand, without international
trade, nations would be limited to the goods and services produced
within their own borders. International trade is mostly restricted to
trade in goods and services, and only to a lesser extent to trade in
capital, labour or other factors of production. Then trade in goods and
services can serve as a substitute for trade in factors of production.
Instead of importing a factor of production, a country can import
goods that make intensive use of the factor of production and are thus
embodying the respective factor. An example is the import of labour-
intensive goods by the United States from China. Instead of importing
Chinese labour the United States is importing goods from China that
were produced with Chinese labour.
We buy a book only two ways. Order it via a catalogue or book club –
a sometimes lengthy and unreliable process – or, more commonly,
simply go to a shop, pay cash and take it home in a paper bag. Now, a
customer can visit an online bookshop, view a book, read its blurb,
browse through the shop’s collection, make a selection, and pay for
the book online. The book may be delivered physically or, in some
cases, downloaded onto the buyer’s computer. These new ways of
buying a book apply to other goods and services too. And as many of
the orders are international, this raises challenging issues for existing
trade rules.

23
In other words, electronic commerce – the production, advertising,
sale and distribution of products via telecommunications networks –
is both dependent upon trade and transforming the way in which
trade is conducted. Trade lies at the heart of these transformations,
both of goods (e.g., computers) and services (e.g.,
telecommunications services), with liberalization playing its part by
making technology cheaper and more widely accessible.
Electronic trade is booming. A growing number of products, from
books to cars, are being marketed, sold and, increasingly, delivered
online, including across borders. While precise figures for e-commerce
are hard to come by, it is estimated that e-commerce will grow to
$US2.5 trillion by 2030 (International Data Corporation, The Internet
Economy‖, [Link]). Electronic commerce has opened new
markets for traders, large and small, including those from developing
countries. But for much of the world, ordering a book over the
Internet is not yet a reality. Good trade policy can help bring
technology closer to users and in so doing, bridge the so-called digital
divide. In fact, the potential of e-commerce as a development tool is
very much on the minds of trade policymakers. A large engine
manufacturer in Europe can, via Internet, source a component to a
small manufacturer in Asia, whose previous market was more local.
This is because well-designed trade policies open up markets and
increase access, bringing prices down for infrastructure and
technology. Software engineering in India, insurance claims
processing in Jamaica or remote bookkeeping in Zimbabwe: all have
grown thanks to a mix of technology and trade opportunities.
Traditional activities have benefited too, like farming and handicrafts,
mainly by creating new possibilities for marketing, supply and
distribution.
Take customs duties. The WTO Declaration on Global Electronic
Commerce, adopted in May 1998, called for a moratorium on the
imposition of customs duties on electronic transmissions until the

24
ministerial meeting in Seattle the following year. But the failure of that
meeting means there is no agreement as to whether the WTO
moratorium remains in force. Still, the Asia-Pacific Economic
Cooperation forum (APEC), which accounts for over 40% of global
trade, agreed in June 2000 to an APEC-wide moratorium on the
imposition of customs duties on electronic transmissions until the
next WTO Ministerial, expected before the end of 2001.
So, while e-commerce can help developing countries participate more
in world trade, it poses some difficulties for trade policy. E-commerce
has already had a major impact on international business practices,
changing how transactions are initiated and managed and how
relations unfold between buyers and sellers. It has blurred the
differences between time zones; with the Internet, production and
trade can be conducted around the clock and across the continents. It
has blurred the boundaries between the old and new economies – car
manufacturers use e-commerce – between tradable and non-tradable
products, and between goods and services. One problem at the heart
of e-commerce trade is the definition of goods and services. If a book
is ordered online, but is delivered physically, there is general
agreement that, for the purposes of international trade rules, it is a
good. That makes it subject to the international rules for trade in
goods, the GATT (General Agreement on Tariffs and Trade). However,
if the book is delivered electronically – downloaded onto the
computer – there is no agreement whether this digital product should
be treated as a good under the rules, or a service, which would make
it subject to a GATS (General Agreement on Trade in Services) regime.
Not a trivial distinction, since there are important differences between
the rules covering goods and services, including the type of market
access granted and non-discrimination between national and foreign
suppliers. For example, discrimination against foreign suppliers is, in
general, forbidden for trade in goods, but not for trade in services. The

25
status of these e-products is as yet to be agreed by member
governments in the international trade agreement.
E-commerce and traditional business model of consumers have a lot
of different consumer behavior, and because of related Web
technology, the Internet becomes more complex consumer behavior,
customer satisfaction evaluation index is more difficult to determine.
Earlier information systems researchers are mostly scholars, focused
more on e-commerce system is the impact on customer satisfaction.
Now, many researchers from different fields began to consider the
overall factors of e-business customer satisfaction, customer
satisfaction, build their own models and empirical analysis and
research.

5.1Questionnaire design and distribution

Preliminary design of the questionnaire is based on the literature
research and individual interviews, combined with the specific
circumstances of this study formed. By reading a lot of important
related documents of online shopping in those countries, sorting out
the repetition rate of the index. Organize the students and users of
online store have individual interviews, the indicators proposed for
each of the respondents were screened. The proposed rate calculated
for each index ―t‖, when t ≥ 20%, the target is selected, that is the
target to participate in this operation; when t <20%, the index not
being elected, do not participate in this operation, into target library
to prepare for the next evaluation use.
Report involving a total of indicators.
Variable Question items measuring

Web Design Web site design aesthetic level

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Web site provides easy to understand the use of
process level
The operation speed of the page
Website image The integrity of the image of shopping sites
Network Security Web site provides transaction security
mechanisms (such as set, safety certification,
account password and other measures)
Site security measures Payment
The confidentiality of personal information
Personalized Conceded about consumer demand for
personalized Web site level
Interactive Web store reflects the channel diversity is
Network provided (such as e-mail from, message replies,
etc)
Virtual shopping site exchange mechanism and
the atmosphere of the community
Products Diversity of product range
Product prices
The site describes the level of detail product
information Product quality and the level of
shopping is expected to meet
Convenience Online store offers all-day round service to make
shopping easy; Save time and effort shopping;
Easy to cancel orders or return

Logistics Manner and speed of delivery

In this research suggests that five is the most reliable scale, when the
option is more than five scale (satisfied, more satisfied in general,
more satisfied, not satisfied, the corresponding assignment for the 5,
4, 3, 2, 1) rate the customer directly. Design of the questionnaire,
including three sections: The first part is basic information. The second
part is the satisfaction survey indicators; we will be treated as

27
customer perceived value. The third part is the importance of
customer survey that we will value them as customer expectations.
5.2 Model to improve e commerce in shopping online
We know there are many factors can improve customer
satisfaction. If the network merchants want to improve customer
satisfaction, should understand customer expectations and customer
requirements. In this survey we present 18 possible factors that affect
consumer satisfaction. In the fourth chapter, we will detail the
importance of these factors. Here is the model (Figure 3.2) show how
to improve E-commerce in shopping online. We draw a combination
of 18 factors for this model, and we will by the results of the
questionnaire to calculate the importance of these factors, then
leading to the conclusion.

Accelerate the Reduce the chance

reaction speed of of return
network

Reduce the chance Reduce the chance

of return Improve e of return
commerce

Reduce the chance Reduce the chance of

of return return

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5.3 Criteria of customer satisfaction factor
Assumptions
(1) E-commerce customer satisfaction is customer perceived value
and expected value of quality of service gap decisions
(2) E-commerce customer satisfaction mainly by website design,
network security, website image, personalized, interactive networks,
products, convenience and logistics of the evaluation effecter.

6. Data analysis and interpretation

In this report I used tables, chart, graph, pie chart, and bar for data
analysis for showing comparisons information of e commerce sites.

[Link] qualification in using internet.

 Intermediate
 Graduate
 Post graduate

internet user

15%
37% intermediate
graduate
48%
post graduate

Interpretation:

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in the above pie chart show the educational qualification
of the internet user of respondent 15% are intermediate, 48% are
graduate, 37% are post graduate.

[Link]:
 Business
 Profession
 Service
 Student

2%

6%
12%

business
profession
service
80% student

Interpretation:
In this above pie chart show the respondent qualification 80%
respondent are student, 12% are service man, 6% are professional
and 2% are business man.
[Link] you aware of online shopping online?

30
 Yes
 No

Chart Title

5%

yes
no

95%

Interpretation:
In the above pie chart, it shows the awareness about the e-
commerce only 5% of respondents don’t know about e-commerce.
[Link] often do you use internet?
 Once a week
 1or 2 hour a day
 2 or 3 days a week
 More than 3 hours

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Chart Title

more than 3 hrs.

2 or 3 hrs. a week

1 or 2 hrs.a day

once a week

0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4 0.45

Series2 Series1

Interpretation:
In then above bar graph, the users were also surveyed for the
time they spend for browsing internet for various purposes and
most of the user are able to do it once in a week while 20% of user
are able to browse internet more than 3 hrs.

[Link] frequently do you shop through e commerce?

 Most like

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 Very like
 Not like
 Never

Chart Title

Most like
3% Very like
10%

Not like
27%
Never
60%

Most like Very like Not like Never

Interpretation:
In the above pie-chart it shows preference of user only 3%
of user prefers most likely and 10% of respondents very likely and
27% not like shop online and 60% of respondents never wants
shop online.
[Link] is your most preferred websites?
 Flipkart

33
 Amazon
 Others

Chart Title

20%

Flipkart
45%
Amazon
Other

35%

Interpretation:
In the above pie chart shows the most preferred e-
commerce sites in Odisha. 45% are user prefer flip kart, 35% are
Amazon, and 20% others.

[Link] you purchase a ticket

 Online
 Traditional method

34
Chart Title

Online Traditional method

Interpretation:
e- ticketing is one a new think to passenger, in this report
37% passenger get online ticket and still 63% passenger get
traditional method from reservation counters.

[Link] you think e-commerce would get better in future?

 Yes
 No
 May be

35
Chart Title

15%

20%
Yes
65% No
May be

Interpretation:
In this report I find that e-commerce will be more better in
the future and 20% are not agree and 15% are not cofirm that e
commerce will be more better In future.
[Link] you think e commerce would take place of
physical store?
 Yes
 No
 May be

36
Chart Title

9%
3%

Yes
No
May be

88%

Interpretation:
In the above chart 88% not agree that e3-
commerce can get place of physical store and 3% are not confirm and
9% says yes.
[Link] all the product varieties that you generally
prefer buying online
 Clothing
 Personal product
 Consumer electronic

37
 Laptops and accessories
 Home and furniture
 Books
 Health care product

Chart Title

6% 3%
10%

15%

2%

34%

30%

Clothing personal product Consumer electronic

Laptops and accessories Home and furniture Books
Health care product

Interpretation:
in the above pie chart shows the product which user
generally prefer to buy online 34% electronic,15% books, 30%
accessories,10% personal product ,6% health care product, 2% home
furuniture,3% clothing.

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[Link] frequently have you used the e commerce
websites for getting information before shopping at
a physical store?

 Product specification
 Product comparison among product

Chart Title

45% Product specification

Product comparison among product
55%

Interpretation:
The above graph shows the information that user gets
about the product 55% of user get information about the product and
45% of user compute the product before purchase.

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12: please rate your expectation in a shopping model
 Convenience
 Minimum delivery of time
 Product trail experience
 Discount deals
 Product variety

Chart Title

3
5

3
4

· Convenience · Minimum delivery of time

· Product trail experience · Discount deals
Product variety

Interpretation
in report I try to know expectation of the user,
they give the three rates to the convinces to rate to minimum
time taken, 3 rate to product trail 4 rate to discount 5 rate to the
product variety.

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13: please rate the user friendly of ecommerce
websites which you preferred the most

 For product comparison

 For price comparison
 Payment option offered
 Speed of website

Chart Title

3
4

5 3

· For product comparison · For price comparison

· Payment option offered · Speed of website

Interpretation
The above pie graph shows the information why they
prefer most website which they use, they gave rate to the website 4

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rate to the product 3 rate to price 5 rates to payment 3 rate to
websites speed

14: how comfortable are you with features of

ecommerce? (please rate 1 to 5)
 Very satisfied
 Satisfied
 Neutral
 Dissatisfies
 Very dissatisfied

Chart Title

· Very satisfied · Satisfied · Neutral · Dissatisfies · Very dissatisfied

Interpretation
The graph shows the satisfaction level of the user there
are some rate for satisfaction level which are 3 rates to very satisfied,

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4 rates to very satisfied, 2 rates to neutral, 2 rates to dissatisfied, 1
rate to very dissatisfied.

15: Growth of ecommerce industry in india during 2007

to 2011 (as per data availability)

Growth of e commerce market in odisha

12 2012

2011
10

2010
8

2009
6

2008

4
2007

2
2006

0 2005
1 2 3 4 5

Series1 Series2

Interpretation:
Here we can observe the drastic growth in e-commerce
industry. it is growing at an annual rate of 54%. and still a large amount
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market is untapped. So, there is a huge scope for ecommerce industry
in india.

16: Growth in internet users Vs growth in ecommerce

industry

growth of internet users versus e-commerce market

180%

160%

140%

120%

100%

80%

60%

40%

20%

0%
2008 2009 2010 2011

internet user growth e-commerce market growth

Interpretation:
we can see here that both (internet user and e-com industry)
are going a very fast speed still, there is huge internet population
which needs to be tapped by e-commerce players.

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7. conclusion and suggestion:

Conclusion
The conclusion chapter is directly connected to the purpose.
The thesis is based on two questions. One is customer satisfaction in
online and another is improving e-commerce. Many consumers are
slow to complete online transaction because the web sites of some
companies are hard to navigate and the technology used is unreliable.
Individuals are reluctant to buy a new product using an unfamiliar
procedure on the internet. First of all, the customer must trust the
company. Secondly, the customer must believe the products better
than those available from traditional sources. Thirdly, the customers
must feel comfortable and secure with the purchasing procedures and
technology. Companies devote a great deal of resources and expertise
to understanding and meeting customer needs. Companies must
design user-friendly web sites with procedures that customers can
trust. There are several important product development activities that
can improve e-commerce services for customers. For instance, Study
average consumer technology skills and usages internet experience,
avoid using complex technologies that are beyond the average
customer’s ability and comfort level, gather customer input about
current web design, usage problems and ideas for improvement of the
web site, organize development teams that combine expertise in
hardware and software, production, marketing, finance, and
customer service. And redesign web sites to improve access, reliability
and security. Integrate new multimedia technologies into web sites to
improve interest and communication and to provide more realistic
product models. Improve programming, coding, and technology
integration for web sites. Conduct users testing for new technology
and web site modifications.
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In the traditional mode of marketing, motivator and hygiene factors
are defined by the corporate way; it is difficult to play a real factor and
factors of protection and motivation. According to two-factor theory,
to improve customer satisfaction, companies must define their
products and reasonable two-factor, a reasonable definition of
motivation products and hygiene factors, is the enterprise with
customers to establish a new, long-term, the most basic interaction
the starting point. In this study, the process of customer satisfaction,
customer satisfaction index system is based on the formation of
consumer opinion and, therefore, it reflects the voice of the customer.
Moreover, the customer satisfaction survey, respondents were
requested to rate the importance of various indicators, which can
analyse the network business to understand what factors are most
important to customers and which is the most urgent.
Continued on customer satisfaction survey analysis, with advances in
technology, management improvement and changes in customer
needs and preferences can cause hygiene and motivator factors in
dynamic changes, so e-commerce businesses need to continue to
carry out customer satisfaction surveys to analyse the results. On the
one hand, to see whether there is the hygiene factor in customer
satisfaction dissatisfied, there are immediate steps to remedy; on the
other hand, seek motivation, sparking the new demands of customers,
which bring new benefits for enterprise growth. Customer satisfaction
survey analysis must be objective, regular, and with the previous
survey results were compared. Since the consumer to-business
products and services and satisfaction with the enterprise itself is
constantly changing, such as the emergence of new technologies,
competitors change, customer needs and expectations change, etc.,
will lead to changes in customer satisfaction. Therefore, enterprises
should pay attention constantly adding new motivation to stimulate
consumer desire to buy.

46
suggestion
the most important factor that is necessary is growing e
commerce in Odisha-trust. If we look Kendrapara context, I feel that
there is a general lack of trust between retailer and customer.
Consumer don’t trust the retailer because they feel that there either
being over charged or that they would not be able to get appropriate
of customer service once the sell is complete.
It is my opinion thesis general lack of trust is the primary barrier that
is impeding the growth of e commerce within two districts.
Here are some of the practical technique that online retailer can
employ to improve the level of trust and build an environment where
customer feel safe in clicking “proceed to check out” button.

 Customer reviews: customer’s trust for an online retailer will

increase if the retailer offers an ability to let customers share
their positive as well as negative reviews about products or
vendor.
 Price match guarantee: a price match guarantee (PMG) is a store
policy which entitles a customer to a refund of the difference
between the stores asking price and a competitor’s price.
 Well trained call centre: it is more important the call centre
agents be trained to have good problem-solving skills.
 Fraud protection: not only should an online retailer ensure that
the appropriate security certificates are setup to handle check
out related transactions.
 Real time inventory updates: retailers must have invested in
building automated capabilities that keep an up to date record
of how much inventory is available for all their products.

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E commerce will see a significant growth in Kendrapara . However,
the chasm between early adopter of e commerce and the ones
who are waiting can only be crossed by building a strong level of
trust with customers -and winning them one customer at a time.

48
Thank you.

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