Website Design, Trust And Customer Service

Online shopping has emerged in India as a new trend of shopping now a days and is quickly absorbed in our routine life . Due to wide spread internet access by shoppers and e - commerce widely usage by traders, online shopping is rapidly growing in recent years. Students have been the majority online shoppers so this study finds out the attitude of students towards online shopping. This paper attempted to find out the impact of factors like easy payment, wide variety of products, educational qualification on online shopping . The study was undertaken among the students of Ludhiana. The results of the study is that educational qualification of the respondents and factors influencing online shopping are independent.

Online purchasing is becoming more and more practical thing for contemporary customer. It is explained by high internet penetration in every country, lower cost than in retail network, door to door delivery. Internet plays an important role nowadays; therefore it creates a new market, which sometimes is quite difficult to measure. Online shopping is different from the B&M shopping due to the fact that there is no physical presence of goods, from other standpoint internet is able to sell way more services and motivation and decision making process directly connected to the feedbacks.

As the fast growth of technology, people prefer online shopping more than shopping in the physical store. A lot of surveys show us there’s a great increase in online shopping. For people to choose to shop online, pros should be more valuable than cons in their beliefs.

This incorporates how web shopping has provided included value to clients as they can purchase items from any place on the planet and can pose as a viable rival costs in the worldwide business to get the best arrangements and discover the best items. Before all else when e-Commerce was beginning individuals were uncertain about the level of administration that they would get. From that point forward numerous laws have been made so that e-Commerce organisations provide service of an incredible level and clients can expect the same level of administration as they would do in a high road shop. Client point of view has likewise changed on security issues and simplicity of using e-Commerce sites. In the first place individuals were uncertain about utilizing their charge cards online yet from that point forward numerous individuals are trusting when paying online and huge numbers of the more established era now shop on there.

The idea behind this study is of great significance because e-commerce (online shopping) has grown tremendously since the turn of the century. It has shaped the way people do shopping for the most part.

The way of shopping is changed with the advancement of the technology. According to a study ‘if any e-commerce company focuses on the demographic characteristics of the shopper, it is concluded that the higher the level of income, occupation and education of the head of the family then the perception towards online shopping is more favourable. If consumer is inclined towards technology, then his attitude towards online or non-store shopping is increased. Online shopping has widened the segmentation and target audience. Earlier the young educated men were the main users of online shopping but this perception is changing with time. For example, in United States of America the women user internet was very few but till 2001 the population of women were increased and it was around 52% of the online

Ease of Use When customers access a retailer’s Web site, they often find that no formal instructions are provided. Instead, online retail settings frequently require customers to learn by doing. This means that a Web site must be extremely intuitive and easy to use, regardless of how much computer experience a customer has. In an online setting, customers associate ease of use with freedom from significant mental effort.3 One of the strengths of online retailing — endless shelf space — can quickly turn into a weakness if a Web site is difficult to use. Customers want easy-to-use search engines that allow them to find products quickly. For instance, Amazon.com Inc. has a wide variety of products spanning

Pavlou & Stewart (2010) establish website’s design and its features most influencing and striking factors. Other aspects were notable as feedback, discount, from previous customers, less rate and quality of product. Findings regarding the demography of shopper were interrelated with the age and attitudes towards online shopping it had showed that youth university students were found keen to shop online.

The development of new technological innovations, such as the Internet, has brought on changes for the market. The Internet offers a world-wide network, which connects millions of individuals and businesses and creates a global marketplace with huge business opportunities (E-business, eEurope, n.d). More and more companies have discovered the advantage of using the Internet as a communication tool to reach consumers at any place and at any time. This also enables consumers to search and gather information about products and services online. The word e-commerce refers to all transactions online. Electronic commerce (e-commerce) is the area in which we are to do our research and throughout this dissertation we will discuss consumer trust in

The third-party web assurance seal is one strategy where vendors can signal trustworthiness to the online customer, especially for smaller businesses. The online symbols are displayed on the front page of the vendor’s website and vendors see the investment as an enhancement of trustworthiness to the consumer. However, that trust association may be difficult as seals was a relatively new concept introduced in 1990's. Some seals focus on privacy of customer’s disclosed information, others on the safety of customer’s transaction, while more guarantees product quality and/or service.

On-line shopping has continued to spike as more and more people turn to the convenience of the internet. Although it is convenient to shop from the privacy of your home, the perspective of on-line payment does present some challenges. Both the customer and the vendor are concerned about security measures. Customers are worried that their credit card information remains protected and that their privacy is safeguarded. There is the possibility that the sellers’ website may be subject to hacking and thus the customers’

We can say, that nowadays online marketing is the power which drives the clear majority of global business. Looking back in last ten years we can say that online marketing gradual, but fairly quickly shifting traditional marketing and change in general the way in which business and market communication operates and develops. It is the future. The basic concept underlying this research project is to finding out and critical appraisal of the various aspects of online marketing by showing its advantages over traditional and his impact on customer`s behaviour. They will be discussed also issues related to online shopping, such as personal security and privacy, high costs regarding the provision of e-business and distrust of some customers on the use of new technologies for shopping and payment. The purpose is to find out exactly where is the balance between the use of technology and human perception of sanity in that process.

An e-commerce web site needs to communicate much more than the average web site. Regular informational websites hope to receive site visitors long enough to keep their attention and share the information; e-commerce web sites want to get a visitor’s attention and provide a compelling argument to convince you to purchase their products. They’re either a small business or large retailer which depends on purchases or services made through their web site. The purpose of this critique is to explain the effectiveness and organization of the retail/e-commerce web site I have chosen with written and visual evidence provided.

Since there is an amassing number and variety of business that exploit the opportunities presented by e-commerce, consumer attitude should be taken into account. The e-commerce market has grown in several courses, from the emergence of search engines and Internet-based business portals, it flourished into cater two different directions. Business to Customer (B2C) and Business to Business (B2B) e-commerce segments have emerged (Mahadevan, 2000 as cited in Han Wu, 2010). Organizations that began to operate in the Internet market platforms became interrelated similarly and were able to created valuable and unique propositions to drive the market forward.

The Kotler(1997) divided the whole model of the satisfaction process in e-commerce into three stages shown in Figure 1: the information search and alternatives evaluation section, purchase section and post-purchase section.