An analytical study of problems experienced by online shoppers of Ludhiana city

Abstract

The present study was undertaken with an objective to assess the problems faced by selected respondents in online shopping. The study was conducted in Ludhiana city of Punjab, Five localities viz., Punjab Agricultural University Campus, Sarabha nagar, Kitchlu nagar, Bhai Randhir Singh nagar and Model town were selected purposively. From each of the selected locality, 35 households having internet connection and experience of online shopping were selected through snowball sampling technique. Thus, 175 women constituted the sample for the study. The results of the study revealed that out of 175 respondents, 50 respondents faced problem while online shopping. Their main problem was difficulty in inspecting the quality of products (Mean Score-2.58), Online stores promise more than they actually offer (MS-2.30) besides, few respondents (MS-2.04) reported the problem of receiving damaged, faulty or spurious goods. When they were further asked about the action taken in case of problem 46 per cent reported that they never registered complaint anywhere as they were not aware about where to file a complaint. But still they were satisfied with online shopping experience as it saved time, money, energy and provide variety of products, quicker services and home delivery services. A majority of respondents (85%) showed their willingness to shop online in future.