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Global retailing

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Kavitha Sri
Kavitha Sri

This document compares customer satisfaction between boutiques and online shopping. A survey found that customers are more satisfied with boutiques despite higher prices, because boutiques allow customers to physically examine products. Boutiques are improving their online presence to attract more customers. While online shopping provides deals and variety, customers are dissatisfied with the inability to see products in person before purchasing.

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B.KAVITHA S.HEMALATHA COMPARISON OF CUSTOMER SATISFACTION ON BOUTIQUES AND ONLINE SHOPPING
INTRODUCTION BOUTIQUES FLIPKART Boutique is small store that sells stylish clothing or accessories designed by the designers which are trendy. Dress can be easily altered to give the best fir to the customer Online shopping is usually called as electronic commerce which allows consumers to directly buy from sellers. It has large variety of brands in a single website.
When we take online shopping it has become an important part of business, Even boutiques are nowadays improving their technology and bringing up new ideas and are creating new apps for their business because people are moving towards technology growth and people need new techniques of attracting them into retail stores. Main motive of business is customer satisfaction other than profit. In online shopping when we take dresses, the rate may be less with lots of offers (discounts, free delivery charge etc).Though online shopping have increased rapidly as compared to boutiques.
One of the fast growing phenomenon's is online shopping but side by side the customers enjoy the technological growth but are not satisfied with the service of the online shopping. Boutiques are the place where we can able to see clothes rather than online shopping because online shopping is done with picture displays, we believe what is shown in the picture rather than the quality and price.
MOKSHAA ONE - STOP DESTINATION FOR ALL OCCASIONS Mokshaa is located in cathedral road, opposite Stella Maris College, Chennai and this boutique has e-commerce website that make the collection available to wide range of customers. This boutique mainly focuses on ceremony to weddings. It has wide range of clothes for bride, groom and all the family members. It has built its reputation for their stylish and trendy collection for both men and women. It is a blend of tradition and trend.
Mokshaa has wonderful collection of outfits like lehengas, sarees for women and sherwani, indo western for men and beautiful dresses for kids as well. Uniqueness of boutiques is that they modify their own designs according to customers satisfaction. It focuses on both men and women and it customs the dresses for the bride and groom accordingly with style quotient of picturesque of ladies. It has wide collection that is affordable day to day casual outfits according to the taste and preference of the customers.
DELIVERY,RETURN AND PRIVATE POLICY Delivery is also done in this boutique the customer have to give full detail of their address as they give in any online shopping websites but week days are off due to logistics partners as they do not pick up the packages on those days. Customer can track the details by signing into website by username and password. The return policy quite disappointing because the material is checked thoroughly before giving in to customers and thus it is not been exchanged but incase the dress has some printing or stitching mistake then the exchange can be done. The privacy policy is best because it is very secure and protected. They collect minor information that include name, address etc and doesnt collect sensitive information.
FLIPKART Flipkarts main aim is to cover all the metro and urban areas. This site has made the avail of the products in both metro and remotes areas of India with best brands and low prices. Present lifestyle of people are attracted towards this online shopping thus, this online shopping brings wide variety of electronic gadgets, clothes, jewels, bags, cosmetics etc. This websites has wide variety of products with different brands, people can sit in their home and can see huge collection of products and place an order and the delivery charges are unbeatable.
RETURN POLICY The return policy differs from product to product. Usually the electronic gadgets for example, you have purchased a mobile (Redmi note 5) and this gadget has some damage in it during the delivery of the product, then the product can be returned and new mobile is given. It applies same on the dresses because usually the colors of the dresses differ from brand to brand, thus these returning of things are only for certain days and when the customers exceed the particular period of date they cannot return the products.
RESEARCH METHODOLOGY The research methodology is based on primary and secondary data. The primary data was collected through questionnaire and the secondary data was collected through Oral Conversation with the companies. OBJECTIVE OF THE STUDY To compare customer satisfaction on boutiques and online shopping
IS IT IMPORTANT FOR THE BOUTIQUES TO HAVE ONLINE SHOPPING FACILITY BOUTIQUES NUMBERS PERCENTAGE YES 33 61.1% NO 4 7.4% MAYBE 17 31.5%
INTREPRETATION: In this customer are preferring for development of boutiques through technological improvement
MODE OF PAYMENTS PAYMENT NUMBERS PERCENTAGE ONLINE 3 5.6% CASH ON DELIVERY 42 77.8% INTERNET BANKING 5 9.3% CREDIT CARD 4 7.4% DEBIT CARD 8 14.8%
INTREPRETATION: Most of the customers have opted for cash on delivery. This states that customers want to check the material before paying the money.
OVERALL SATISFACTION LEVEL OF CUSTOMERS IN ONLINE AND BOUTIQUES SATISFACTION LEVEL ONLINE SHOPPING BOUTIQUES HIGHLY DISSATISFIED 3 6 DISSATISFIED 5 3 AVERAGE 21 23 SATISFIED 19 13 HIGHLY SATISFIED 2 5
Global retailing
CALCULATION OF CORRELATION COEFFICIENT SATISFACTION LEVEL X (X-10) X x族 Y (Y-10) Y y族 xy HIGHLY DISSATISFIED 3 -7 49 6 -4 16 28 DISSATISFIED 5 -5 25 3 -7 49 35 AVERAGE 21 11 121 23 13 169 143 SATISFIED 19 9 81 13 3 9 27 HIGHLY SATISFIED 2 -8 64 5 -5 25 40 TOTAL 裡X=50 裡x=0 裡x族=340 裡Y=50 裡y=0 裡y族=268 裡xy=273
r = 5(273) - (0) (0) / 5(340)-(0)族 5(268)-(0)族 r = 1365 / 1700 1340 r = 1365 / (41.23) (36.61) r = 1365 / 1509.4303 r = + 0.9043 INTREPRETATION: Since the correlation is positive + 0.9043, customer satisfies more on boutiques rather than online shopping.
FINDINGS In this study it reveals that customer who shop online are not satisfied with the online stores as compared to boutiques. Many respondents are attracted towards the boutiques and its websites because the quality of the materials are better compared to online shopping. It is found that in spite of Higher prices in boutiques compared to online stores, the customers are better satisfied in boutiques as they can physically examine the product.
CONCLUSION The study reveals that, the customers are not satisfied with online shops. Though the price is low and there is large variety of brands avail, online shopping misses out on the Physical touch and feel of the product.

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Global retailing

  • 2. INTRODUCTION BOUTIQUES FLIPKART Boutique is small store that sells stylish clothing or accessories designed by the designers which are trendy. Dress can be easily altered to give the best fir to the customer Online shopping is usually called as electronic commerce which allows consumers to directly buy from sellers. It has large variety of brands in a single website.
  • 3. When we take online shopping it has become an important part of business, Even boutiques are nowadays improving their technology and bringing up new ideas and are creating new apps for their business because people are moving towards technology growth and people need new techniques of attracting them into retail stores. Main motive of business is customer satisfaction other than profit. In online shopping when we take dresses, the rate may be less with lots of offers (discounts, free delivery charge etc).Though online shopping have increased rapidly as compared to boutiques.
  • 4. One of the fast growing phenomenon's is online shopping but side by side the customers enjoy the technological growth but are not satisfied with the service of the online shopping. Boutiques are the place where we can able to see clothes rather than online shopping because online shopping is done with picture displays, we believe what is shown in the picture rather than the quality and price.
  • 5. MOKSHAA ONE - STOP DESTINATION FOR ALL OCCASIONS Mokshaa is located in cathedral road, opposite Stella Maris College, Chennai and this boutique has e-commerce website that make the collection available to wide range of customers. This boutique mainly focuses on ceremony to weddings. It has wide range of clothes for bride, groom and all the family members. It has built its reputation for their stylish and trendy collection for both men and women. It is a blend of tradition and trend.
  • 6. Mokshaa has wonderful collection of outfits like lehengas, sarees for women and sherwani, indo western for men and beautiful dresses for kids as well. Uniqueness of boutiques is that they modify their own designs according to customers satisfaction. It focuses on both men and women and it customs the dresses for the bride and groom accordingly with style quotient of picturesque of ladies. It has wide collection that is affordable day to day casual outfits according to the taste and preference of the customers.
  • 7. DELIVERY,RETURN AND PRIVATE POLICY Delivery is also done in this boutique the customer have to give full detail of their address as they give in any online shopping websites but week days are off due to logistics partners as they do not pick up the packages on those days. Customer can track the details by signing into website by username and password. The return policy quite disappointing because the material is checked thoroughly before giving in to customers and thus it is not been exchanged but incase the dress has some printing or stitching mistake then the exchange can be done. The privacy policy is best because it is very secure and protected. They collect minor information that include name, address etc and doesnt collect sensitive information.
  • 8. FLIPKART Flipkarts main aim is to cover all the metro and urban areas. This site has made the avail of the products in both metro and remotes areas of India with best brands and low prices. Present lifestyle of people are attracted towards this online shopping thus, this online shopping brings wide variety of electronic gadgets, clothes, jewels, bags, cosmetics etc. This websites has wide variety of products with different brands, people can sit in their home and can see huge collection of products and place an order and the delivery charges are unbeatable.
  • 9. RETURN POLICY The return policy differs from product to product. Usually the electronic gadgets for example, you have purchased a mobile (Redmi note 5) and this gadget has some damage in it during the delivery of the product, then the product can be returned and new mobile is given. It applies same on the dresses because usually the colors of the dresses differ from brand to brand, thus these returning of things are only for certain days and when the customers exceed the particular period of date they cannot return the products.
  • 10. RESEARCH METHODOLOGY The research methodology is based on primary and secondary data. The primary data was collected through questionnaire and the secondary data was collected through Oral Conversation with the companies. OBJECTIVE OF THE STUDY To compare customer satisfaction on boutiques and online shopping
  • 11. IS IT IMPORTANT FOR THE BOUTIQUES TO HAVE ONLINE SHOPPING FACILITY BOUTIQUES NUMBERS PERCENTAGE YES 33 61.1% NO 4 7.4% MAYBE 17 31.5%
  • 12. INTREPRETATION: In this customer are preferring for development of boutiques through technological improvement
  • 13. MODE OF PAYMENTS PAYMENT NUMBERS PERCENTAGE ONLINE 3 5.6% CASH ON DELIVERY 42 77.8% INTERNET BANKING 5 9.3% CREDIT CARD 4 7.4% DEBIT CARD 8 14.8%
  • 14. INTREPRETATION: Most of the customers have opted for cash on delivery. This states that customers want to check the material before paying the money.
  • 15. OVERALL SATISFACTION LEVEL OF CUSTOMERS IN ONLINE AND BOUTIQUES SATISFACTION LEVEL ONLINE SHOPPING BOUTIQUES HIGHLY DISSATISFIED 3 6 DISSATISFIED 5 3 AVERAGE 21 23 SATISFIED 19 13 HIGHLY SATISFIED 2 5
  • 17. CALCULATION OF CORRELATION COEFFICIENT SATISFACTION LEVEL X (X-10) X x族 Y (Y-10) Y y族 xy HIGHLY DISSATISFIED 3 -7 49 6 -4 16 28 DISSATISFIED 5 -5 25 3 -7 49 35 AVERAGE 21 11 121 23 13 169 143 SATISFIED 19 9 81 13 3 9 27 HIGHLY SATISFIED 2 -8 64 5 -5 25 40 TOTAL 裡X=50 裡x=0 裡x族=340 裡Y=50 裡y=0 裡y族=268 裡xy=273
  • 18. r = 5(273) - (0) (0) / 5(340)-(0)族 5(268)-(0)族 r = 1365 / 1700 1340 r = 1365 / (41.23) (36.61) r = 1365 / 1509.4303 r = + 0.9043 INTREPRETATION: Since the correlation is positive + 0.9043, customer satisfies more on boutiques rather than online shopping.
  • 19. FINDINGS In this study it reveals that customer who shop online are not satisfied with the online stores as compared to boutiques. Many respondents are attracted towards the boutiques and its websites because the quality of the materials are better compared to online shopping. It is found that in spite of Higher prices in boutiques compared to online stores, the customers are better satisfied in boutiques as they can physically examine the product.
  • 20. CONCLUSION The study reveals that, the customers are not satisfied with online shops. Though the price is low and there is large variety of brands avail, online shopping misses out on the Physical touch and feel of the product.