An Empirical Study on E-Commerce – A Customer Satisfaction in Delhi and Noida

The basic features found in Business – to – Consumer (B2C) e-commerce, and quality aspects of their adaptation to Indian conditions are studied. The customer satisfaction is analyzed for e-commerce with selected aspects viz., User Interface Quality, Information Security, Payments/Transactions and Delivery in Time. Several B2C e-commerce sites in India are reviewed to understand the payment, and delivery of products to customer’s challenges. A Descriptive research methodology is used to survey and collect data from the customers in Delhi and Noida residents. The study is carried over by reviewing the basic features, functioning of B2C ecommerce and also by examining the information in websites. A hypothesis is formulated for the mean value identified for different aspects i.e. the aspect [User Interface Quality (User Friendly), Security & Payment, Shipping & Delivery] of E-commerce is a significant factor for E-commerce Study conducted for Customer Satisfaction. The Research in Noida and Delhi NCR has proven user-friendliness, payment, security, delivery and packaging all are important aspects of e-commerce sites (t-test confidence interval of 95%). It also concluded that the desire for direct purchase in the store is high, although there are a lot of improvements for e-commerce sites, yet the percentage shown up is relatively good.